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Unit 1 Basic Principles of Communication: Structure
Unit 1 Basic Principles of Communication: Structure
Unit 1
Unit 1
Structure:
1.1
Introduction
Objectives
1.2
Communication - Meaning
1.3
Communication Process
1.4
Barriers to Communication
1.5
Classification of Communication
1.6
Importance of Communication in the Workplace
1.7
Summary
1.8
Glossary
1.9
Terminal Questions
1.10 Answers
1.11 Case Study
1.1 Introduction
Communication is an important component for success in our personal and
professional lives. It is the key to building favourable relationships. It is a
part of soft skills, as opposed to domain or technical knowledge, which is a
part of hard skills. A formal study of business communication is important,
since the average business executive today spends a good part of his time
on the job communicating in some form or the other. In this unit, we will
discuss how communication involves certain key elements, no matter in
what context it takes place. We will also examine some of the general
problems that come in the way of smooth communication and ways of
overcoming these problems.
Telecommuting is a work arrangement in which employees work from a
remote location usually their homes and communicate with their company
using electronic means. It is flourishing both in Australia and other
countries. Telecommuting may significantly decrease interpersonal
communication requirements and is therefore affecting effective
communication.
Meyers, N., & Hearn, G. of the Queensland University of Technology
conducted a survey on about 39 telecommuters working for 12 different
Sikkim Manipal University
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According to Allen Louis, It is the sum of all the things one person does
when he wants to create an understanding in the mind of another.
From all these definitions, it is clear that communication has the following
characteristics:
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Channel This refers to the medium or the method used to deliver the
message. As a business executive, you will often have a choice of
channels. For example, you could communicate with a customer through
a letter, email or telephone.
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The wrong person sends the message. For example, a junior accountant
in a company writing a letter to a bank, asking for a loan for a project
worth several crore, is not likely to get the banks approval.
The message is unclear or badly worded. There may also be too many
messages, leading to confusion and information overload.
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This brings us to the next topic, namely the barriers or obstacles to effective
communication.
Activity 1:
Select any situation at your home, workplace or school/college in which
you were involved. Prepare a brief summary of the communication
process, using the various elements of communication discussed in this
unit.
(Refer section 1.3 for detailed guidelines.)
Additional Reference:
McLean, S. (2010). Business Communication for Success. MA: Allyn &
Bacon.
Self Assessment Questions
4. Encoder is the person who transmits a message. (True/False)
5. A channel is any signal that triggers the response of a receiver.
(True/False)
6. You feel that your professor does not have anything new to say and
you do not listen to him. This is an example of physiological noise
leading to communication failure. (True/False)
7. Your boss gives you a good performance review at a time when the
company is making profits. This is an example of chronological context
influencing the communication. (True/False)
Sikkim Manipal University
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The Director then sends the following memo to various Executive Directors:
By order of the Chief, we will be able to see Halleys Comet at 20:00
hrs, tomorrow evening. If it is raining, we shall not be able to see it very
well on site, in our best clothes. In that case, the disappearance of the
Comet will be followed through in the Canteen. This is something which
we cannot see happening every day.
Director
To
Executive Directors
The Executive Director sends out memos to the Heads of Departments as
follows:
By order of the Chief, we shall follow through, in our best clothes, the
disappearance of the Comet in the Canteen at 20:00 hrs, tomorrow
evening. The Chief will tell us whether it is going to rain. This is
something which we cannot see happening everyday.
Executive Director
To
Heads of Departments
The Heads of Departments send the following message to their Managers:
If it is raining in the Canteen tomorrow evening, which is something we
cannot see happening everyday, our Chief in his best clothes will
disappear at 20:00 hrs.
Head of Department
To
All Managers
Finally, each Manager sends the following notice to their Executives Tomorrow evening, at 20:00 hrs. our Chief will disappear. It is a pity that
we cannot see this happening every day.
Sikkim Manipal University
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Set B
1) Non-verbal barrier
2) Channel barrier
3) Environmental barrier
4) Semantic barrier
10. The barrier that may also occur in cross-cultural advertising and distort
the communication is ______________________.
11. The ____________________ means listening to the meaning of the
speakers words, rather than listening without hearing .
Interpersonal communication
Intrapersonal communication
Group communication
Mass communication
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Business
Communication.
New
Delhi:
V.K.India
is
an
important
concept
of
interpersonal
http://www.quintcareers.com/writing_skills_on_job.html
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Communication has assumed even greater importance today, since the new
model of business is based on teamwork, rather than on individual action.
Teamwork requires greater coordination and communication.
Common mistakes made in communication:
Spelling
Punctuation
Grammar
1.7 Summary
Let us recapitulate the important concepts discussed in this unit:
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Individual barriers
Organisational barriers
Semantic barriers
Channel barriers
Non-verbal barriers
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Problem- solving
Improved performance
1.8 Glossary
Decoder: A device or a person undoing the encoding to retrieve the original
message.
Encoder: A device or a person which converts the message into some
chunks of messages known only to it.
Linguistics: The scientific study of the structure and semantics of a
language.
Semantics: The study of meanings, changes in meanings, and the
principles that govern the relationship between sentences or words and their
meanings
Telecommuting: A work arrangement in which an employee works from
home for a business and communicates through the use of a personal
computer equipped with modem and communications software.
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1.10 Answers
Self Assessment Questions
1. Feedback
2. Sender
3. False. Each message is part of a process and does not occur in
isolation.
4. True
5. False. A channel is the medium or the method used to deliver the
message.
6. False. The given example is of Psychological noise.
7. True
8. a. Lack of interest
9. A 3, B 4, C 1, D 2
10. Linguistic barrier
11. Active listening
12. Feedback
13. False. Group communication usually takes place between three to
twenty individuals.
14. True
15. Teamwork, Individual
16. Face-to-face
17. True
Terminal Questions
1. The characteristics of communication are:
It is unavoidable
It is a process
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Individual barriers
Organisational barriers
Semantic barriers
Channel barriers
Non-verbal barriers
Encourage feedback
Problem- solving
Improved performance
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The BlackBerry solution is widely used in the financial world and the
Nomura group appreciated the convenience and high security of the
BlackBerry solution.
The key functions of BlackBerry that appealed to Nomura were message
encryption and uniform device management . The BlackBerry Enterprise
Server default functions allowed Nomura to adhere to the existing
security policy.
Results
Nomura group enhanced their internal device management systems for
introducing BlackBerry 8707h smartphone. It set up a user support desk
and a network for wireless distribution of applications. It was able to
distribute the Bloomberg application to convey important financial
information to their securities business. Employees were able to get realtime news updates throughout the business day. The BlackBerry solution
allowed employees to check emails, view attachments, and manage their
schedule.
Discussion Questions:
1. What were the issues faced by the Nomura group in their business
communication?
(Hint: Refer Issues section of the caselet)
2. Why did the Nomura group opt for a BlackBerry solution?
(Hint: Refer Reasons for selecting BlackBerry Solution section of
the caselet)
(Source:
http://us.BlackBerry.com/newsroom/success/Nomura_ENG_BCS.pdf)
References:
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E-References:
http://us.BlackBerry.com/newsroom/success/Nomura_ENG_BCS.pdf
Retrieved on November 21, 2011.
http://www.teleworkaustralia.net.au/doclibrary/public/Research/AJC
ArticleMeyersHearnTelecommuting.pdf Retrieved on November 21,
2011.
http://www.quintcareers.com/writing_skills_on_job.html Retrieved on
November 21, 2011.
http://faculty.buffalostate.edu/smithrd/UAE%20Communication/Unit4.pdf
Retrieved on January 4, 2012.
http://www.effectivepresentationskills.com/infobank/communicationskills.
html Retrieved on January 4, 2012.
http://faculty.buffalostate.edu/smithrd/UAE%20Communication/Unit7.pdf
Retrieved on January 6, 2012.
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