Business studies Communication in business

What is communication? Why do we communicate? Communication is when a message is transferred from someone to someone else Communication (spending or receiving information) represents 80% of our waking time Without communication our lives would be cataclysmic

Communication and understanding A good definition for effective communication is to share meaning and understanding between the people sending the message and the people receiving the message. Key element: “understanding” Have you had a communication problem or failure to communicate? Was it because of a lack of understanding?

Some key words Message Transmitter/Sender Medium of communication Receiver Feedback

The communication process: the communication loop

Main steps of the communication process Information Send the message Receive the message Understand the message Confirm the message has arrived and been understood

One-way and two-way communication One-way communication: when the receiver of a message has no chance to reply or respond to the message

Activity 1 A volunteer describes a diagram to the rest of the class. Volunteer must keep his/her back toward the rest of the class. Other students listen to the description and draw the diagram.

Discussion 1 How many of us got confused and just ‘quit’ listening? Why? Why was the one-way communication so difficult to follow?

Two-way communication: when there is a reply or a response from the receiver

Activity 2 A volunteer describes a diagram to the rest of the class. Volunteer must keep his/her back toward the rest of the class. Other students listen to the description and can ask questions.

Discussion 2 Was the two-way communication more effective than the one-way communication? Why? Why was the one-way communication so difficult to follow?

Internal/external communication Internal communication: Between people who work in the SAME organisation External communication: Between people who DO NOT work in the same organisation

Verbal/oral forms Written forms Visual forms Body language Which one is the best? Which one is the most appropriate Different ways of communicating: the medium/media of communication

Verbal/oral communication => Example: face-to-face, phone, meeting, classroom, video conference Efficient Opportunity to provide immediate feedback Body language can help to a better understanding BUT Not appropriate when a record is needed Takes longer than written communication if feedback is long/time-consuming

Written communication Letters Reports Notices Faxes s (internet/intranet)

Written communication Advantages: ‘Hard’ evidence of the message that can be used later Appropriate for complicated messages Message can be sent to many receivers (copy/paste)

Example of written communication (From Bernard Merialdo)

Written communication Disadvantages: Language used can be difficult for some receivers to understand Not so easy to check that the message was well received No opportunity for body language

Visual communication Films, videos, PowerPoint presentations, charts and diagrams (ex: organisational chart) Advantages: attractive, people may pay more attention, can support a written message

Example of visual communication

Visual communication Disadvantages: charts and graphs may be difficult to be understood

Formal/Informal communication 1. Formal communication: channels of communication set up and recognized by an organisation 2. Informal communication: messages going through informal channels of communication (ex: I heard that…, we discussed that during lunch time, etc.)

Activity 1. Find examples of informal/external communication 2. Find examples of informal/internal communication 3. Find examples of formal/internal communication 4. Find examples of formal/external communication

Barriers to communication Have you ever been talking to someone and they misunderstand what you were saying? Why do you think that happens?

Barriers to communication: internal and external Internal barriers: fatigue, poor listening skills, lack of interest in the message, fear, mistrust, past experiences, problems at home, lack of emotions, etc. External barriers: noise, not working, bad phone connection, too many technical words for the audience, etc. => How to overpass these barriers?

Barriers to communication Barriers can happen at anytime in the communication process

Communication nets “The ways in which members of a group communicate with each other.” => Who communicates with you?

Chain network: activity As a class you are going to form grapevines and spread rumors about people. You will spread rumors from person to person in your line and when you reach the end of the line, the last person will spread the rumor to the teacher. Then we shall assess the accuracy of the message.

Communication nets Wheel network:

Activity Match the most appropriate communication nets to each management style: Chain networkDemocratic Wheel networkAutocratic Connected networkPaternalistic Laissez-faire

Activity On the diagram, identify which areas are chain/wheel/connected networks.

Activity Answer the following questions

Activity What is meant by communication?

Activity What is meant by communication?

Activity Outline the four features necessary for communication to be effective.

Activity Explain the difference between one-way and two-way communication.

Activity Explain the difference between internal and external communication.

Activity List three media that can be used for written communication.

Activity Which method of communication would you use if you wanted to: Give an instruction to a large number of people Explain a detailed plan for a few other people Obtain a very quick reply to your message to another member of staff Inform all staff about health and safety regulations Tell an applicant for a job what the conditions of payment are

Activity Draw two examples of communication nets- and state one advantage of each.

Activity Define barriers of communication