Management Communication & Case Studies Foundations to Business Communication
Syllabus: Introduction and implication of communication in the modern business world; Barriers in communication and how to overcome them; Types, key stages and seven steps to effective communication; Global communication patterns; Cross cultural understanding of communication
Communication is a Series of Experiences of
Communication – Meaning
• Communication is a dynamic process…
• through this process we convey a thought or feeling to someone else.
• how it is received depends on a set of events, stimuli, that person is exposed to.
• how you say what you say plays an important role in communication.
Communication Process Model
Communication Process: The Exchange
The process of selecting and organizing the message
The process of interpreting the message
Points of discussion
• Who communicates best? Men or vehicles?- Pontiac car does not like ice creams
• Changing business comn
• Comn and behaviors
• Comn- simple or technical
• Evolution of comn
• Comn and problem solving- X box story
• Communicator’s choice, perception
• Extrovert & Introverts
• Timing of comn
• Mal communication
• A, B and Care friends from school days. Now they are pursuing different PG courses. They wish to start a venture each giving Rs. 10000. They have different tastes and ideas for business but could not decide.
• R,S & T who are their friends join them and willing for giving capital. They have to choose a business from the following- Retail Garments, Music production, Real Estate or Start a school
• Make your group of 6, discuss the ideas and record the communication and decision arrived in writing
q Apple vs Nokia- Product communication?
q Infosys- Board Member Srinivas resigns?
q Shah Rukh- 2nd richest in the world?
q Indian Airlines to close shop?
Communication Flow in Organizations
Formal Network Flow
Formal Network Flow in an Organization
• Downward Communication
– Supervisor to employee
• Upward Communication
– Feedback to downward communication
• Horizontal Communication
– Interaction between organizational units on the same hierarchical level
– Informal Network Flow
– Develops as people interact within the formal communication system and certain behavior patterns emerge—patterns that accommodate social and psychological needs
Flow of Information Within an Organization
External Factors Influencing Business Communication
LEGAL & ETHICAL
• International Laws
• Domestic Laws
• Code of Ethics
• Stakeholder Interests
• Ethical Frameworks
• Personal Values
• Cultural Differences
• Language Barriers
• Gender Issues
• Education Levels
• Age Factors
• Nonverbal Differences
• Team Roles
• Shared Goals and Expectations
• Group Reward
• Distributed Leadership
• Accuracy and Security Issues
• Software Applications
• “High-touch” Issues
Those affected by decisions, including ethical decisions.
• Are people inside and outside an organization
• Ways to Deal with Pressure to Compromise Your Ethics
• Consider your personal value system early.
• Become aware of a tendency to rationalize.
• Learn to analyze ethical dilemmas
• Communicate Ethically & Responsibly
• State information as truthfully and fairly as possible
• Do not exaggerate facts
• Express ideas understandably
• Support viewpoint with facts
• State ideas with consideration that preserves receiver’s self-worth
• Design honest graphics
4 Dimensions of Business Behavior
Barriers to Intercultural Communication
• Chronemics – Interpretation of time
• Proxemics – Personal space requirements
• Haptics – Touching
• Kinesics – Body language
• Translation limitations
• Common Sense Approach
• Benefits of Work Teams
• Make workers happier by causing them to feel they are shaping their jobs
• Increase efficiency by eliminating layers of managers passing down orders and monitoring performance
• Enable a company to draw on the skills and imagination of the whole work force