EMBA 5101: Business Communication

Faculty:
Feroz Ahmed
[email protected]
01914066201
 Communication Skills:

Your ticket
to work...

OR

Your ticket out the door!

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Books to be followed:
1. Business Communication: Making Connections in a
Digital World – 13th Edition; Raymond V Lesikar, Marie E
Flatley, Kathryn Rentz, Neerja Pande

2. Essentials of Business Communications – 8th Edition-

Mary Ellen Guffey

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 Assessments:
• Attendance: 10
• Individual Presentation 10
• Individual Assignment 10
• Class Test/Viva 10
• Group Assignment 10
• Best three will be counted 30
• Mid Term Exam 20
• Final Exam 40
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Detailed information on assessment tasks
Activity Due Content Weightage
Class Test/Viva Week 4 Chapter 1 & 2 10%
Mid-term Test Week 7 Chapter 1 to 4 20%
Group Assignment Week 9 TBA 10%
Individual Week10 TBA 10%
Assignment
Individual Week 11 TBA 10%
Presentation
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Communication
• Integral Part of Human life
• An art of transmitting information, ideas, feelings
• Process of meaningful interaction among humans
• Communication is the process of sharing and receiving
information, ideas, feeling, thoughts between individuals
&/groups
• Successful communication means – making audience
understood what sender wants to
• It’s even vital in business world 6
Business Communication
Business Communication is sharing information between
people an outside an organization that is performed for
commercial benefit of the organization. It can also be defined as
relaying of information within a business by its people

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Roles of Business Communication
• Exchanging information
• Preparing plans and policies
• Execution of plans and plaices
• increasing employee’s efficiency
• Achieving goals
• Solving problems
• Making decisions
• Improving industrial relation
• Publicity of goods and services
• Removing controversies
• Enhancing employee satisfaction
• Enhancing loyalty 8
We communicate by ……

Spoken Written
Words Words

Commu
nication
Visual Body
Images Language

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So, Good communication skills are essential for:

 Job placement

 Job performance

 Career advancement

 Success in the new world of work

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Types of Communication

• Verbal
• Oral Communication
• Written
• Non-verbal
• Body Language, Intonation, Eye Contact

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Main Forms of Communication in Business
• Intrapersonal Communication
• Interpersonal Communication
• Group Communication
• Mass Communication:

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Communication Networks..
• Formal Network
• Well-structured, usually goes along operational lines
• Planned & fewer deviations
• It can be: Up / Downward, Lateral [Horizontal]

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..Communication Networks
• Informal Network
• Highly Complex
• More Dynamic

• Includes Grapevine Communication

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Communication Networks
Department
Manager

Supervisor Supervisor

Black Solid Lines = Formal Network

Coral Dashed Lines = Informal Network
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Grapevine Communication
• Personal & Informal communication within the organization

• Characteristics:
• Present in almost all the organizations
• Carries more information
• Information spreads/passes very fast
• Doesn’t necessarily follow Organizational Hierarchy
• Hard to control
• Smart managers use it to take advantage
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Components of Communication..
• Sender
• Receiver
• Message [Information/Thoughts]
• Mediums
• Methods
• Others (i.e. Noise, Sound)
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..Components of Communication..
• A message (verbal or nonverbal—or both) is the content (main
information) of the communication process.
• A communication medium is simply "how" your message is sent to
the receiver. It is often referred to as the communication channel.
It's critical to realize that whenever you are communicating with a
project stakeholder that the medium you use to communicate your
message is just as important as the message itself.
• The standard methods of communication are speaking or writing
by a sender and listening or reading the receiver.
Most communication is oral, with one party speaking and others
listening. 18
The Process/model of Communication

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 The Process of Communication

How may the sender Verbally or nonverbally. By

encode a message? speaking, writing, gesturing.

Letters, e-mail, IM (internal messaging),

What kinds of channels
memos, TV, telephone, voice,
carry messages?
body. Others?

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The Process of Communication

How does a receiver

Hearing, reading, observing
decode a message?

When is communication When a message is understood

successful? as the sender intended it to be.

How can a communicator Ask questions, check reactions,

provide feedback? don’t dominate the exchange.

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Encoding
• Code is the system of symbol, sign or letters used to represent the
secret meaning. According to John Fiske, coding “consists of both signs
and rules that determine that how and in what context these signs are
used and how they can be combined to form more complex messages”.
• Coding stand for the full ledged system of meaning to the members of
the culture or sub culture.
• In the above process the encoder or source gives people shape to the
message, idea or information or we can say that he encode his message
in a proper way in his mind and then he send it to destination or
receiver. Then the receiver interprets the message according to his own
mental level and experience.
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Decoding

• A successful decoding is a skill (for example carefully reading

and listening a message for better understanding).
• Decoding means that the message which source has encoded
then the decoder interprets the message according to his own
mentality and experience.

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Noise
Noise is any type of disruption that interferes with the transmission
or interpretation of information from the sender to the receiver.
There are different types of noise, such as:
• Physical noise
• Psychological noise
• Physiological noise
• Semantic noise
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Physical noise:
loud party at the neighbours while you’re trying to record
loud kids who don’t want to take their nap
irritating hum of your computer, air conditioner, or heater.
Physiological noise:
Maybe the listener can’t hear high tones as clearly as they used to. For
some, low tones are the problem.
Psychological noise:
Wandering thoughts, preconceived ideas, and sarcasm.
Semantic noise:
Interference created when the speaker and listener have different
meaning systems. Maybe when I use a word, you have a slightly
different meaning in mind. This can cause confusion. 27
Definition of Listening
• “Listening is a process of taking what you hear & organizing it
into verbal units to which you can apply meaning” – Blaine Goss
• Example – “Itrainedlastnight”
• Phases
• Signal Processing – segment structures
• Literal Processing – simple interpretation
• Reflective Processing – critical analysis, appreciation

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 Barriers to Effective Listening..

Physical barriers hearing disabilities, noisy surroundings

Psychological
tuning out ideas that counter our values
barriers

Language problems unfamiliar or charged words

Nonverbal
clothing, mannerisms, appearance
distractions

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 ..Barriers to Effective Listening

our minds process thoughts faster

Thought speed than speakers say them
Faking attention pretending to listen

talking all the time or listening only

Grandstanding
for the next pause

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Ten Misconceptions About Listening..

1. Listening is a matter of intelligence.

FACT: Careful listening is a learned behavior.
2. Speaking is more important than listening in the
communication process.
FACT: Speaking and listening are equally important.
3. Listening is easy and requires little energy.
FACT: Active listeners undergo the same
physiological changes as a person jogging.
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..Ten Misconceptions About Listening..
4. Listening and hearing are the same process.
FACT: Listening is a conscious, selective process.
Hearing is an involuntary act.
5. Speakers are able to command listening.
FACT: Speakers cannot make a person really listen.
6. Hearing ability determines listening ability.
FACT: Listening happens mentally—between the ears.

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..Ten Misconceptions About Listening..

7. Speakers are totally responsible for communication

success.
FACT: Communication is a two-way street.
8. Listening is only a matter of understanding a
speaker’s words.
FACT: Nonverbal signals also help listeners gain
understanding.

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..Ten Misconceptions About Listening
9. Daily practice eliminates the need for listening
training.
FACT: Without effective listening training, most
practice merely reinforces negative behaviors.
10. Competence in listening develops naturally.
FACT: Untrained people listen at only 25 percent
efficiency.

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End of Chapter One