Business and Electronic Communication: Session 1

Business
and Electronic
Communication
SESSION 1
Communication
Before We Formally Begin, Let Us See…
SESSION 1 2
Communication
How It All Started And Where It Stands

Today…
SESSION 1 3
Communication
SESSION 1 4
Communication
Introduction to Communication Skills
SESSION 1 5
Communication
Group Formation…
Select a Group Representative (GR)…
SESSION 1 6
Communication
A Picture Worth Thousand Words…
SESSION 1 7
Communication
• Interpret the Picture Given to you…
• Take 5 mins. for the discussion and keep taking

notes…
• Put all the points in a logical sequence

(Optional)…
SESSION 1 8
Communication
Share your interpretation with the others…
SESSION 1 9
Communication
SESSION 1 10
Communication
SESSION 1 11
Communication
SESSION 1 12
Communication
SESSION 1 13
Communication
SESSION 1 14
Communication
SESSION 1 15
Communication
SESSION 1 16
Communication
These days means
use of devices
and gadgets
like…
SESSION 1 17
Communication
Communication Skills Incorporate…
SESSION 1 18
Communication
SESSION 1 19
Communication
How Do We Do It…
SESSION 1 20
Communication
SESSION 1 21
Communication
Which One Is More Effective…???
SESSION 1 22
Communication
Oral Written
• Immediate feedback • Delayed feedback
• Shorter sentences; words • Longer sentences
• Focus on inter personal • Focus on content and

relations style.
SESSION 1 23
Communication
Oral Written
• Conversational. • Formal
• No possibility of review. • Possibility of review.
• Short notes in bulleted • Detailed

forms. documentations.
SESSION 1 24
Communication
Oral Written
• Prompt action is • Action passes through

expected. formalities.
• Where word of mouth is • Where evidence of

enough. record is required.
SESSION 1 25
Communication
Oral Written
• More imperative, • More use of simple and

interrogative and assertive sentences.
exclamatory sentences.
SESSION 1 26
Communication
In Oral Communication…
SESSION 1 27
Communication
SESSION 1 28
Communication
Something About Nonverbal

Communication…
SESSION 1 29
SESSION 1 30
SESSION 1 31
Communication
SESSION 1 32
Communication
SESSION 1 33
Communication
Where And Else Do We Communicate…
SESSION 1 34
Communication
SESSION 1 35
Communication
Importance…
SESSION 1 36
Communication
SESSION 1 37
Communication
Benefits…
SESSION 1 38
Communication
SESSION 1 39
Communication
How Does It Happen…???
SESSION 1 40
Communication
Process…
SESSION 1 41
Communication
SESSION 1 42
Communication
To Put It More Simply…
SESSION 1 43
Communication
SESSION 1 44
Communication
Exemplifying the Medium of Communication
SESSION 1 45
SESSION 1 46
Communication
Components of Communication Process
• Context: A broad field that includes country,

culture, organization, internal / external stimuli.
• Sender – Encoder: The sender of information

who seeks the desired response from the
receiver.
SESSION 1 47
Communication
• Message: Core idea you wish to communicate.
• Medium: Printed words, electronic mail or

sounds.
SESSION 1 48
Communication
• Receiver – Decoder: A person who received

information.
• Feedback: Refers to response or reaction of the

receiver to a particular communication.
SESSION 1 49
Barriers to Communication
SESSION # 2 50
Let us exemplify through some examples…
SESSION # 2 51
SESSION 1 52
SESSION 1 53
SESSION 1 54
SESSION 1 55
SESSION 1 56
Definition
Aspects or conditions that interfere with effective
exchange of ideas or thoughts.
SESSION # 2 57
Business Communication
SESSION 1 58
SESSION 1 59
SESSION 1 60
These barriers may include.
• Physical Barrier
• Organizational Barriers
• Cultural Barriers
• Language Barriers
SESSION # 2 61
• Channel barriers
• Interpersonal barriers
• Individual barriers
• Attitudinal barriers
SESSION # 2 62
• Listening barriers
• Barriers while speaking
SESSION # 2 63
Physical Barriers
• Due to the nature of environment.
• Includes internal and external environment.
• large working areas physically separated from

others.
SESSION # 2 64
Physical Barriers
• Poor lighting
• Staff shortage
• Outdated equipment.
• background noise.
SESSION # 2 65
Organizational Barrier
• Poor organizational culture, climate.
• Stringent rules and regulations.
• Status and relationship.
• Complexity.
SESSION # 2 66
Organizational Barrier
• Inadequate facilities / opportunities of growth

and improvement.
SESSION # 2 67
Cultural Barrier
• Temperament.
• Age and gender.
• Education and cultural background.
• Social status and economic position.

SESSION # 2 68
Cultural Barrier
• Religion.
• Popularity.
• Political belief.
• Health and beauty.

SESSION # 2 69
Cultural Barrier
• Aspirations.
• Assumptions.
• Rules and regulations.
• Ethics, values, motives.

SESSION # 2 70
Cultural Barrier
• Standards and priorities.
SESSION # 2 71
Language Barrier
• Different languages, vocabulary, accents,

dialects represent national/ regional barriers.
• Semantic gaps are words having similar

pronunciation but multiple meanings.
SESSION # 2 72
Language Barrier
• Badly expressed message, wrong interpretation

and unqualified assumptions.
SESSION # 2 73
Channel Barrier
• Inappropriate medium.
• Length of communication (message).
• The use of difficult or inappropriate words /
poorly explained or misunderstood messages
can result in confusion.
SESSION # 2 74
Channel Barrier
• Information sharing or access problems which

can hamper the channel and affect the clarity,
accuracy and effectiveness.
SESSION # 2 75
Interpersonal Barriers
• Lack of Trust.
• Wish to capture authority.
• Fear of losing power of control.
• Lack of sense of non-verbal communication.

SESSION # 2 76
Interpersonal Barriers
• Lack of Motivation.
• Lack of co-operation.
• Fear of penalty and poor relationship.
SESSION # 2 77
Individual Barriers
• Style
• Selective perception
• Difference in mental perceptions
• Individual's perceptual and personal discomfort.
SESSION # 2 78
Individual Barriers
• Halo effect
• Poor attention and retention
• Defensiveness
• Close mindedness
SESSION # 2 79
Individual Barriers
• Insufficient filtration.
SESSION # 2 80
Attitude Barriers
• Limitation in physical and mental ability,

intelligence, understanding, pre-conceived
notions, and distrusted source divides the
attention and create a mechanical barrier
which affects the attitude and opinion.
SESSION # 2 81
Attitude Barriers
• It comes about as a result of problems with staff

in the organization.
SESSION # 2 82
Listening Barriers
• Interrupting the speaker.
• Not maintaining eye contact with the speaker.
• Rushing the speaker to complete what he/she

has to say.
SESSION # 2 83
Listening Barriers
• Making the speaker feel as though he/she is

wasting the listener's time.
• Being distracted by something that is not part of

the on-going communication.
SESSION # 2 84
Listening Barriers
• Getting ahead of the speaker and completing
his/her thoughts.
• Ignoring the speaker's requests.
• Asking too many questions, for the sake of
probing.
SESSION # 2 85
Speaking Barriers
• Unclear messages.
• Lack of consistency in communication process.
• Incomplete sentences.
• Not understanding the receiver.
• Not seeking clarifications while communicating.
SESSION # 2 86
Let’s summarize it all…
SESSION # 2 87
SESSION # 2 88
Communication
Channels Of Communication…
SESSION 1 89
SESSION 1 90
Communication Channels In An
Organization…
SESSION 1 91
SESSION 1 92
Grapevine Communication
Where does it come from…???
SESSION # 2 93
SESSION # 2 94
Let us see few pictures to have an idea…
SESSION # 2 95
SESSION # 2 96
SESSION # 2 97
SESSION # 2 98
SESSION # 2 99
SESSION # 2 100
SESSION # 2 101
So, what did you get…???
SESSION # 2 102
Let’s have some experts’ opinion.
SESSION # 2 103
Dr. Nancy Borkowski, from Florida
International University, in 2010
Defines…
Grapevine
Communication
SESSION # 2 104
“Unstructured and Informal network formed on

social relationship rather than organizational charts
or job descriptions.”
SESSION # 2 105
“An informal chat between people, seen as a
network through which the information is reliably
spread.”
(Mc Shane & Van Glinow, 2003)
SESSION # 2 106
Characteristics
• Informal.
• Spontaneous.
• Adjunct To Formal Channel.
• Multi-directional.
SESSION # 2 107
Characteristics
• Mostly Intra Organizational.
• Oral.
• Open to change.
• Rapid in nature
SESSION # 2 108
Characteristics
• Sometimes crosses organizational boundaries.
SESSION # 2 109
Factors Engendering Grapevine
Employees rely on the grapevine when:
• They feel threatened,
• Insecure,
• Under stress
SESSION # 2 110
• When there is pending change.
• When communication from management is

limited.
SESSION # 2 111
• Organization lacks direction.
• Favoritism hovers in the organizational culture.
• Unusual or unexplained events in organization.

SESSION # 2 112
SESSION # 2 113
Single Strand Chain
• It flows like a chain, i.e., ‘A’ tells something to ‘B’
who tells it to ‘C’ and so on.
• The longer the strand the more distortion and
filtering affects.
• Most inaccuracies occur in this chain.
SESSION # 2 114
Gossip Chain
• One person tells to other people.
• This chain passes a message regarding a ‘not-
on-job’ nature.
• Generally considered to be slow in passing the
information.
SESSION # 2 115
SESSION # 2 116
Probability Chain
• Information moves from anybody to anybody.
• This chain is found when the information is
somewhat interesting but not really significant.
• Only some people in the organization will get to
know the information
SESSION # 2 117
SESSION # 2 118
Cluster Chain
• Individual communicates with only those
individuals he/she trust.
• Cluster chain is the dominant grapevine pattern
in an organization.
SESSION # 2 119
Cluster Chain
• Most informal communication flows through this
chain.
• ‘A’ tells something to a few selected individuals
and then some of these individuals inform a few
other selected individuals.
SESSION # 2 120
SESSION # 2 121
Advantages
• Interpretation of an information.
• Air of feelings without hesitation.
• Increases efficiency.
• Covers the gap of formal system.
• More flexible being free from formalities.
SESSION # 2 122
Advantages
• Solution to problems between workers and
management.
• Creates an opportunity for employees to send
recommendations to the management.
• Information transmits quickly.
SESSION # 2 123
Advantages
• Improve interpersonal relationship.
• Improve labour management relationship.
• Remove mental distance.
• Obtain immediate feedback.
• Reliving frustration.
SESSION # 2 124
Advantages
• Quick solution to problems.
• Facilitates decision-making.
• Enhance mutual trust.
SESSION # 2 125
Disadvantages
• Maintaining secrecy is impossible.
• Meaning and the subject matter of the
information gets distorted.
• The miss-information or rumor spreads rapidly.
• Develops misunderstanding.
SESSION # 2 126
Disadvantages
• Difficult to control the information.
• Develops the adversary culture among the
employees.
• Keeps the employees from obeying the formal
authorization system.
SESSION # 2 127
Disadvantages
• Damages discipline.
• Contradicts to formal information.
• Efficiency of the employees gets reduced.
• Provides partial and unreliable information.
• No documentary evidence can be achieved.
SESSION # 2 128
That Is All For Today…
Any Questions…???
SESSION 1 129
See You In The Next Session…
SESSION 1 130

Business and Electronic Communication: Session 1

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Business and Electronic Communication: Session 1

Uploaded by

Copyright:

Available Formats

Business

Before We Formally Begin, Let Us See…

How It All Started And Where It Stands

Introduction to Communication Skills

Select a Group Representative (GR)…

A Picture Worth Thousand Words…

• Take 5 mins. for the discussion and keep taking

• Put all the points in a logical sequence

Share your interpretation with the others…

Communication Skills Incorporate…

Which One Is More Effective…???

• Immediate feedback • Delayed feedback

• Shorter sentences; words • Longer sentences

• Focus on inter personal • Focus on content and

• No possibility of review. • Possibility of review.

• Short notes in bulleted • Detailed

• Prompt action is • Action passes through

• Where word of mouth is • Where evidence of

• More imperative, • More use of simple and

Something About Nonverbal

Where And Else Do We Communicate…

How Does It Happen…???

To Put It More Simply…

Exemplifying the Medium of Communication

• Context: A broad field that includes country,

• Sender – Encoder: The sender of information

• Message: Core idea you wish to communicate.

• Medium: Printed words, electronic mail or

• Receiver – Decoder: A person who received

• Feedback: Refers to response or reaction of the

Let us exemplify through some examples…

• Barriers while speaking

• Due to the nature of environment.

• Includes internal and external environment.

• large working areas physically separated from

• Poor organizational culture, climate.

• Stringent rules and regulations.

• Status and relationship.

• Inadequate facilities / opportunities of growth

• Age and gender.

• Education and cultural background.

• Social status and economic position.

• Health and beauty.

• Rules and regulations.

• Ethics, values, motives.

• Standards and priorities.

• Different languages, vocabulary, accents,

• Semantic gaps are words having similar

• Badly expressed message, wrong interpretation

• Information sharing or access problems which

• Wish to capture authority.

• Fear of losing power of control.

• Lack of sense of non-verbal communication.

• Fear of penalty and poor relationship.

• Difference in mental perceptions

• Individual's perceptual and personal discomfort.

• Poor attention and retention

• Limitation in physical and mental ability,

• It comes about as a result of problems with staff

• Interrupting the speaker.

• Not maintaining eye contact with the speaker.

• Rushing the speaker to complete what he/she