Chapter 1 Communication

1. INTRODUCTION
• Communication is very important to transfer
information to other party through machines
and face to face.
• Communication is very important whether it is
transferred by an oral or written form.
• Communication can be divided into internal
and external form.

2. DEFINITION
• Communication is a process in which people
share information, ideas, experiences and
feelings.
• Communication process is made up of various
elements such as sender- receiver, messages,
channel, feedback, and setting.

3. GOALS
The main goal of business communication is to
• influence
• to control our audience's responses in the way
we intended
It also includes for short term
• such as having our audience obey an order
The long term
• such as having our audience continue to
follow the spirit of the policy

4. SECONDARY GOALS
• Self-expression,
• Social relationships,
• Career advancement

5. WHY we communicate??
Understanding others’ needs, ideas,
thoughts, info & feelings.
Improve & stabilize our relationship.
Build up our skills.
Develop personalities.

6. GOALS OF BUSI NESS
COMMUNI CATI ON

7. Pr ovi des f act ual i nf or mat i on
I nf or m r eader s or pr ovi de
i nf or mat i on
Cl ar i f y and condense
i nf or mat i on
St at e pr eci se r esponsi bi l i t i es
Per suade and make
r ecommendat i ons

8. Apply a variety of communication that can be
delivered.
Provide immediate usable skills.
Improve your business writing skills.
Recognize common obstacles.
Gain insight into the art and the science of
negotiation and recognize how to be part of a
negotiation team.
Utilize multiple organizational strategies for
preparing oral presentations.

9. MODE OF COMMUNICATION
Web – based communication
Emails
Reports
Presentation
Telephone
Face to face

10. FACTORS INFLUENCING THE
GOALS
Environment
Culture

11. OBSTACLES TO ACCOMPLISH
GOALS
Perception and language
Information overload
Ability of individual to send & receive
messages
Perceptions of sender & receiver
Attitude
Emotions and Self-Esteem

12. HOW TO ACCOMPLISH BUSINESS
COMMUNICATION GOALS
Review your goals regularly, preferably
daily
Break down a goal into actionable steps
Break down a goal into quantifiable
results
Track a goal by the amount of time you
spend on it

13. STUDENT
Important - to get information
- to interact between lecturer
- to interact among others

14. BUSINESSMAN
Important - to have connection with others
business organization.
- to built good rapport
- to make profit

15. Formal and Informal
Communication
Network

16. Main elements in Comm.
source
message
channel
receiver

17. source
messagemessage
channel
receiver

18. When msg is
received, there is no
response/reply
needed.
Eg: news report
through tv.
Response to
message where the
role of the source &
the receiver keeps
changing hands.
E.g.: conversation
between you and your
friend.
ONE-WAY TWO-WAY

19. Levels of COMMUNICATION
Intrapersonal comm.
Interpersonal comm.
Group comm.
Organizational comm.

20. INTRAPERSONAL Comm.
Communication between one person
which is an individual process based on
own experiences.
E.g.: to decide which course is the best
for you and your future.

21. INTERPERSONAL Communication
2 person are involve in the
communication.
E.g.: you and your friend are talking about
your favorite soccer team.

22. GROUP Communication
More than 2 person involve.
Not more than 12 person in a small group.
Not more than 50 person in a large group.
E.g.: communication among
committees,club,society etc.

23. ORGANIZATIONAL Communication
When groups discover that they are
unable to accomplish their goals.
E.g.: schedules of 2 clubs in university are
clashing. Thus, a meeting between 2 clubs
is needed to come out with a solution.

24. Choosing the FACTORS of
communication
Cost
Confidentiality
Safety & security
Influence
Urgency
Distance
Time of day
Resources
Written record
Receiver

25. FORMAL & INFORMAL
Communication Network

26. FORMAL Comm.
Verbal Non-verbal
Ways of communication
Languages
Tones of speaking
Facial expressions
Body language
Appearance

27. Formal Comm. (verbal)
Ways of communication Meeting
Phone calls
Live video conference
Speech
Interview
Announcement
Forums
Languages used Proper
Suitable
Understandable
Tones of speaking Loud & stern tone
Steady & calm tone

28. Formal Comm. (non-verbal)
Written Fax
Formal letter
Memo
E-mail
Forms/application form
Facial expressions Calm look
Smiling face
Determined look
Body language Small gestures
Movement of body should be
fine & suitable
Appearance Way of dressing
Proper clothing

29. INFORMAL Comm.
Verbal Non-verbal
Ways of communication
Languages
Tones of speaking
Facial expressions
Body language
Appearance

30. Informal Comm. (verbal)
Ways of communication Infinite
Phone calls
Small discussions
Father-to-son talk
Personal chatting (via internet)
Languages used Mixed
Broken
Improper
Tones of speaking Various
Jumbled up

31. Informal Comm. (non-verbal)
Written Yahoo messenger
Informal letter
SMS (Short Messaging
System)
Facial expressions Feedback
Body language Various gestures
More actions & movement of
body
Appearance Any forms in dressing

32. Introduction
Barriers : anything that restrains or obstructs progress, access, etc.: a
trade barrier.
Communication : the imparting or interchange of thoughts,
opinions, or information by speech, writing, or signs.
 something imparted, interchanged, or transmitted.

33. Barriers of Communication

34. Overview
Perceptual and Language Differences
Restrictive Environments
Distractions
Deceptive Tactics
Information Overload

35. Perceptual and Language Difference
Perceptions are unique !!!
Because its unique, the ideas you want to
express differ from other people’s

36. Restrictive Environment
Every link in the communication link is
prone to error
Communication becomes fragmented
when a network limits the flow of
information (upward,downward or
horizontal)

37. E.g. : lower-level employee may obtain
only enough information to perform their
isolated tasks , learning very little about
other areas
Only the people at the very top of the
management can see “the big picture”

38. Distractions
Physical Distractions can block
effective communication
E.g. : bad connections(phone) , poor
acoustics

39. Emotional Distraction :
(1)a person who is delivering a message
might find it difficult to deliver information if
he is emotionally disturbed
(2)If receivers are emotionally disturbed ,
they may ignore or distort your message

40. Deceptive Tactics
Language is made up of many words ,
deceptive communicators manipulate
receiver blocks communication and
ultimately leads to failure
Eg : they may exaggerate benefits , quote
inaccurate statistics or hide negative
information behind an optimistic attitude

41. Information Overload
The number of documents increases everyday
via e-mail, express couriers, fax, voice mail,
websites, pagers and cell phone
Messages range from crucial news to jokes.
This sheer number of information can be
distracting making it difficult to discriminate
between useful and useless information

42. communication through visual aids
communication with visual effect. : art, signs, typography, drawing, graphic
design, illustration, colours and electronic resources
the idea that a visual message with text has a greater power to inform,
educate or persuade a person.
variety of ways to present information visually, like gestures, body language,
video and TV.
Visual communication on the World Wide Web is perhaps the most important
form of communication

43. 1) FEEDBACK
The chart below cites the
effectiveness of visual aids on
audience retention.

46. INCREASE
UNDERSTANDING
SAVE TIME
ENHANCE
RETENTION
PROMOTE
ATTENTIVENESS
CONTROL
NERVOUSNESS

47. SUMMARY…

48. Communicating Under Pressure:
Don’t Let Stress Strain
Communication

49. Stress
Endemic to the work place
today
Complicated and distort
communication
Slow down performance in work
place

50. PROBLEMS CAUSED BY
STRESS IN WORK PLACE

52. Trouble Concentrating
Harder to concentrate when in
stress
Brain unable to store new
information
Unclear Directions

53. Defensiveness
Employee may react irrationally
Unnecessary disagreements
Forgetfulness
Brain overloaded
Forgets easily what had just

54. Distortions in communication
style
Communication style shift under
stress
Might drive staffs crazy and
hurting productivity

55. Avoid Problems in workplace

57. Keep Messages Short and Clear
Offer simple and clear point
Summarize - short and easy to
understand
Repeat The Messages
Don't rely on one mode/ medium
of communication

58. Encourage to Ask Questions
Staff might not be cleared on
what you said
Provide time for people to
enquire / offer to ask questions
Slow Down
Don’t rush for performance too
much

59. Look Out for Employees Who
Withdraw
People tend to retreat under
stress
Don’t let members be isolated
Conduct one-to-one
conversations

60. Reference
Field, Anne. (2004). Don’t Let Stress
Strain Communication. (Eds.). Face-to-
Face Communications for Clarity and
Impact. Boston, Massachusetts: Harvard
Business School Press.
(ISBN 13) 978-1-59139-347-4
Copyright 2004 Harvard Business School
Publishing Corporation.