Business

Communication

Unit 2
 Table of Contents
Slide No: Topic
3-5 Communication needs of business organization
6-9 Strategies to improve organizational
communication
10-17 Direction of Communication
18-23 Network flow of communication
24 Feedback
25-27 Types of Feedback
28 Intra and inter organizational communication
29 Inter-cultural communication
30-32 Tips to improve cross cultural communication
Communication Needs of
Business Organization
Communication is described as a process through which one person
transmits information to another person through appropriate medium.
Communication has no meaning if it is not understood properly. It is
important for an organization’s life.
Manager’s coordinate, plan, motivate and control others through
communication. Communication does not mean merely passing on a
message – top-down or bottom-up. It includes understanding of the
message sent by recipient, as intended by the sender.

Relevance of communication for the organization

Successful operation of Business
Helps in maintaining good relations with the parties both internal
and external to the environment like foreman, investors, customers,
departmental managers.
Basis of Managerial Function
It is the basis for implementing all the managerial functions, without
communication the functions of management like planning, organizing
staffing, leading and controlling become ineffective.

Prompt Decision and Implementation

A manager can make effective decision only when he gets data from
various sources. Managers can be a successful decision maker if he gets
information through effective communication.

Bridge between employees and managers

Through communication the manager transmits information about
policies and programmes of organization precisely to the employees.
Similarly, the manager gets their suggestions complaints and opinions
through communication. In this way communication becomes a bridge
between employees and the managers.
Eliminates Misconception
Effective communication establishes good coordination between
physical, financial and human resources of the organization.
Communication actually, eliminates all misconception, bad things and
opinions among employees and enhances good relationships on them. This
enables the organization to produce maximum output at the minimum
cost.
 
Strategies to improve
Organizational Communication
Encourage open Feedback
Open feedback is an essential element of effective communication. In an
organisation the workers might be reluctant in expressing their true
feedback due to the fear of their superiors and similarly the people at
higher ranks might be apprehensive about hearing what’s going on their
subordinates’ mind. This might create a situation where people are not
receptive to open feedback and also become reluctant in giving one.

To solve this we can use the following techniques:

• 360- degree feedback- a formal system in which people at all levels give
feedback to others at different levels and receive feedback from them as well
as outsiders including customers and suppliers.
• Suggestion System - These are programmes that invite employees to
submit ideas about how something may be improved. Employees are
generally rewarded when their ideas are implemented
 • Corporate hotlines- These are telephone lines staffed by corporate
officials ready to answer questions and listen to comments. These
are particularly useful during times of change when employees are
likely to be full of questions.

Use Simple Language

No matter what field you are in, chances are that it has it's own special
language - it's jargon. The trick of using jargon wisely is to know your
audience. If the individuals with whom you are communicating
understand the jargon, using it can help facilitate communication.
Although you may be tempted to try to impress your audience by using
big words, you may have little impact on them if they do not understand
you. Our advice is clear : Follow the KISS rule (Keep it Short and Simple).
Be a good listener
Effective communication involves more than just presenting messages
clearly. It also involves doing a good job for comprehending messages
sent by others When we speak of effective listening, we are not referring
to the passive act of just taking in information the following. Rather,
effective listening involves three important elements:
• Being non-judgemental while taking in information from others.
• Acknowledging speakers in ways that encourage them to continue
speaking.
• Attempting to advance the speaker's ideas to the next step.

Avoid Overload
Information overload is a state of being overwhelmed by the amount of
data presented for one's attention or processing. The term is used to refer
not only to situations involving too much data for a given decision but
also the constant inundation of data from many sources that is
characteristic of modern life.
Fortunately, several things can be done to avoid, or at least
minimize, the problem of information overloaded.
• Rely on Gatekeepers : People whose jobs require them to control the
flow of information to potentially overloaded individuals, groups or
organizations are known as gatekeepers. In making the appointments
of top executives, administrative assistants actually provide
gatekeeping service to them.

• Practice Queuing : Queuing involves lining up incoming information so

that it can be attended to in an orderly fashion.

• Walk the talk : When it comes to effective communication, actions

definitely speak louder than words. Too often, communication is
hampered by the practice of saying one thing but meaning something
else. Also, whenever implicit messages (e.g., 'we may be cutting jobs')
contradict official messages (e.g., 'don't worry, the company is stable'),
it is bound to result in confusion.
Direction of Communication
• Downward
Communication from top to bottom
• Objectives
• Give Directions
• Explaining Goals/Procedures
• Appraise Performance
• Advantages
• Ease of Delegation
• Maintain Org Discipline
• Easy flow of Communication
• Limitations
• Distortion
• Loss of Information
• Delay in Information
• Resistance due to Hierarchical System

Can Take place in the forms of Order, Circulars, Policy

Statements etc.
• Upward
Communication from Lowest level to top level
• Objectives
• Feedback
• Harmony
• Outlet for held up emotions
• Advantages
• Feedback
• Prompt appreciation
• Good relations
• Decision making
• Creativity
• Motivation
• Limitations

• Lack of proper response

• Only Favourable information is passed on
• Takes a lot of time due to hierarchical system
• Not every information (Unpleasant Facts) is accepted by
Managers.
• Lateral
Between department and people of same level in the
organization
• Objectives
• Cut across Departmental Barriers
• Ensure quick feedback
• Create friendly atmosphere
• Advantages
• Solving various organizational problems
• Facilitates cooperation among team members
• Time Saving
• Provides emotional and social assistance
• Means of Information sharing
• Disadvantages

• May give birth to gossip

• Can be effective only if coordination is there
• Good ideas may get suppressed
• Diagonal
Communication flows in different levels of organization
between people who don’t have directing reporting
relationship.
• Objectives
• Help in proper coordination
• Communicate effectively laterally, horizontally and diagonally
• Improve mutual understanding
• Boost morale of lower level
• Advantages
• Ends communication barriers between Higher and lower sectors
of business.
• Increases efficiency and speed of labor
• Team build-up/motivation tool
• Helps in challenge/production management of firm
• Disadvantages
• Can lead to an absolute complex network
• Fear of encroachment (superiors may feel bad when their
subordinates are given importance, and may even end up feeling
bypassed).
• Resistance to suggestions from superiors as it has come from
subordinates.
Networks of Flow of
Communication
It refers to how communication flows within an organization. They
are regular patterns of person-to-person relationships through
which communication flows within an organization.
Types
Vertical network
• The communication which passes from one person or process to
another person or process in a vertical pattern is called Vertical
Network. This can also be called a formal network.
• Provides an immediate response as the receiver receives the information
faster than any other network.
• Miscommunication does not happen in this network as this is a type of
direct communication.

Chain Network
• This network is in a hierarchical level and follows a series of commands.
Here bottom to top communication does not happen. Superiors ordering
the subordinates is the best example of this type of network.
• The message has to reach from top-level to bottom level without any
alteration of meaning or words.
• This network is not fast and few people who don’t understand the
message will remain in the loop.

Circuit Network
• When the communication between two people happens simultaneously
in a circuit is called Circuit Network. Though it works like Vertical
Network,  there are no superiors or subordinates.
• It’s a two-way communication. There is continuous messaging and
reception of information , people involved can be of same hierarchical
level.

Wheel or spoke network

• The commands or information is from a single superior and subordinates
form a wheel in the network. The entire network is highly centralized
format and expects immediate feedback once the message is given to the
receiver.
• The information is received directly from the central authority, there is no
chance of miscommunication and the communication is very powerful.
Startups mostly use this type of network.
Y network
• It is regarded as a four-level hierarchy, it connects two subordinates to
the superiors. This network is similar to chain except that two
members fall outside of chain.
• It follows the formal chain of command where upward and downward
communication takes place in the organizational hierarchy.
• The individual, thus, communicates with both his superior and
subordinates.
Star Network

• Several people are involved in this network , it enables people to

communicate with each other or with people who are involved in the
same process.
• All are free to communicate with each other. No restrictions are present
to block the communication between people in the process. Teamwork
is built using this communication.
 Feedback
Feedback is an essential part of the communication process. It
represents the missing link in the sender-receiver loop, recruiting a
response from the receiver to the sender.
• Importance
• shows if the recipient has received the message and whether the
message has been understood in the same terms.
• valuable communication skill that helps improve human
relationships.
• Constructive feedback motivates the sender and creates cordial
relations with the sender.
• Ensures better understanding and helps identify improvement areas
resulting better coordination.
 Types of Feedback
• Positive Feedback
• Recognises positive behaviour and reinforces positive behaviour.
• Immediate and positive recognition for positive performance will
motivate an employee to want to repeat the behaviour.
• Leaders can create a cycle of productive behaviour by recognising
positive behaviour which encourages further positive behaviour and
positive feedback.

• Negative Feedback
• Directed at unacceptable activities or behaviours and stops negative
behaviour.
• Can be used to keep a team member from repeating negative
behaviour.
• Constructive Feedback
Purpose:- - The purpose of constructive feedback is to give feedback to
an individual in a way that will lead to improvements or corrections. This
is important, as it enhances personal and professional growth in
individuals.
• It is a supportive feedback given to individuals to help identify
solutions to areas of weakness they may have.
• It comes with positive intentions and is used as a
supportive communication tool to address specific issues or
concerns.
Example:-
• Provide a new perspective and give valuable insight to the person
receiving feedback.
• Positively impact an individual’s behavior
• Improve employee morale
• Reduce confusion regarding expectations and current performance
• Negative Feedforward
• These are corrective comments about future performance.
Focuses on behaviour that should be avoided in the future.

• Positive Feedforward
• These are affirming comments about future behaviour. Focused
on behaviour that will improve performance in the future.
Intra and Inter Organizational
Communication
• Inter organizational means between two organizations
• Occurs when two or ore organizations collaborate with each other.
• This is done to compete better with your competitors.
Example:- Govt. collaborating with Non profit organizations to help
the community.
Information system involving multiple organizations such as buyer-
supplier purchasing systems.
• Intra organizational means within the organization.
• Here departments and people work together within the
organization, this helps in bringing expertise of different
people/departments towards a common goal
Example:- Production department collaborating with Finance
department to ensure that raw materials and other inputs are
bought on time..
Inter Cultural Communication
• It’s a discipline that studies communication across
different cultures and social groups, or how culture affects
communication.
• It focuses on the recognition and respect of those with
cultural differences.
• It promotes the development of cultural sensitivity and
allows for empathic understanding across different cultures.
• In workplace deals with understanding different business
customs, beliefs, and communication strategies.
• Describes the wide range of communication processes and
problems that naturally appear within an organization or
social context made up of individuals from different
religious, social, ethnic, and educational backgrounds.
Tips to improve cross cultural
Communication
Maintain Etiquette
• When preparing for a business meeting with international colleagues,
research a bit about their culture.
• For example, if you’re doing business with Italians, do your best to
look presentable, since dressing well in their culture is a sign of
success.
Avoid Slang
• Makes u seem immature, non serious.
• Can offend/confuse your international colleagues.
• Even people from same culture may not be able to understand you
due to the jargon used.
Speak slowly and clearly
• Articulate words more clearly.
• If your colleagues are fluent in the language speak slowly than
usual.
Avoid closed questions
• Avoid asking yes/no questions, for example in some cultures
giving no as an answer is considered rude like India and Japan.
• Asking open ended questions encourages creativity and offers
solutions.
Be careful with humour
• Sometimes your jokes may not be translated well and can offend
your colleagues from different cultures, so its best to avoid them
if you are not sure about them.
Consider any special needs of team members
• Being mindful of having different time-zones with your colleagues
and communicate accordingly.
• Be aware of their holidays and festivals according to their culture.

Be Supportive
• For this to be effective all team members need to feel
comfortable.
• Having respect , clear communication and encouraging behaviour
towards them will result in forming a strong professional bond
with them.