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Chapter: 01

Achieving Success Through Effective Business Communication

Mohammed Sohail Mustafa (SMt) 1

Define Business Communication

Communication is the process of sending & receiving messages & it is effective only when the message is understood & when it stimulates action or encourages the receiver to think in new ways.

Mohammed Sohail Mustafa (SMt)

The Importance of Communication Skills as Expressed by Business Authorities:

Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders. Business Section New York Times

There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication. Max De Pree,
Author, The Art of Leadership
Mohammed Sohail Mustafa (SMt) 3

The Benefits of Effective Communication

Quicker problem solving Stronger decision making Increased productivity Steadier work flow

Stronger business relationships

Clearer promotional materials Enhanced professional image Improved stakeholder response
Mohammed Sohail Mustafa (SMt) 4

Characteristics of Effective Business Messages

Provide factual information Give facts, not impressions Clarify and condense information State precise responsibilities Persuade and make recommendations

Mohammed Sohail Mustafa (SMt)

The Basic Forms of Communication

1. Nonverbal: [All the cues, gestures, facial expressions, spatial relationships & attitudes toward time that enable people to communicate without words. ]
Less structured, harder to classify More spontaneous, less control

2. Verbal: [Consists of words arranged in meaningful pattern.]

More structured, easier to study Conscious purpose, more control

Mohammed Sohail Mustafa (SMt)

Communication Challenges in Todays Workplace

Heightened global competition

Flattened management hierarchies

Expanded team-based management

Innovative communication technologies

New work environments

Increasingly diverse workforce

Mohammed Sohail Mustafa (SMt)

Communication in Organizational Settings

1. Internal Communication
a) Internal Formal Communication
i. Downward ii. Horizontal iii. Upward

b) Internal Informal Communication

2. External Communication
a) External Formal Communication b) External Informal Communication
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The Communication Process

1. Sender has an idea

2. Sender encodes the idea

3. Sender transmits the message

4. Receiver gets the message

5. Receiver decodes the message

6. Receiver sends feedback

Mohammed Sohail Mustafa (SMt)

The Communication Process Basic Model

5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message

6. Possible additional feedback to receiver

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Communication Barriers
1. Barriers to Interpersonal Communication
Bypassing Limited frame of reference Lack of language skills Lack of listening skills Emotional interference Physical distractions

2. Barriers That Block the Flow of Information in Organizations

Closed communication climate

Top-heavy organizational structure

Long lines of communication Lack of trust between management and employees Competition for power, status, rewards
Mohammed Sohail Mustafa (SMt) 11

Communication Barriers.contd.
3. Additional Communication Barriers
Fear of reprisal for honest communication
Differing frames of reference among communicators

Lack of communication skills

Ego involvement Turf wars

Mohammed Sohail Mustafa (SMt)


Guidelines For Overcoming Barriers

Guideline 1: Approach Audience-Centered

Understand biases Consider education Factor in age Recognize status Acknowledge style

Guideline 2: Foster An Open Communication

Modify organizational structure Facilitate feedback
Mohammed Sohail Mustafa (SMt)



Guidelines For Overcoming Barrierscontd. Guideline 3: Commit to Ethical Communication

Recognize ethical choices Make ethical choices Motivate ethical choices

Guideline 4: Create Lean, Efficient Messages

Send fewer messages Minimize distractions Develop communication skills

Mohammed Sohail Mustafa (SMt)


How Could You Encourage Feedback?

Asking specific questions, Encouraging your audience to express general reactions, Being receptive to your audiences response.

Mohammed Sohail Mustafa (SMt)


How Could You Give Constructive Feedback?

Focus on particular behaviors,

Keep feedback impersonal,

Use I statements, Keep feedback goal oriented, Make feedback well timed, Ensure understanding,

Direct negative feedback toward behavior that is controlled by the recipient.

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