1. BUSINESS COMMUNICATION 11th edition by Raymond V. Lesikar
Lecture – 1
Communication in the Workplace
Syed Far Abid Hossain
Faculty, CBA, IUBAT.

2. What is Business Communication?
Business communication is the -
Communication between the people in the organization
for the purpose of carrying out the business activities.
For efficiency in an organization, all the people of the organization
must be able to convey their message properly.
The exchange of –
ideas and understanding within and outside the organization
to achieve the business goals is known as business communication.
(Video clip_Abid_Arabic Language)

3. COMMUNICATION SKILLS NEEDED IN BUSINESS
Speaking well
Writing well
Displaying proper etiquette (manners)
Listening attentively

4. The Basic Forms Of Communication
Nonverbal communication:
Facial
Gesture
Personal appearance
Touching behavior
Verbal Communication:
speaking and writing
Listening and Reading

5. Why Business Needs to Communicate?
Communication is vital to every part of business.
Employees:
- process information with computers,
- write messages,
- fill out forms,
- give and receive orders, and
- talk over the telephone.
Executives:
- initiate business with customers and other companies
- respond to incoming messages.

6. Why Business Needs to Communicate? – cont…..
Oral communication: is a major part of information flow.
Written communication:
- letters,
- messages,
- memos
- reports, and
- internet documents.

7. Main Forms of Communication in Business
a. Internal-Operational Communication
b. External-Operational Communication
c. Personal Communication

8. a. Internal-Operational Communication
All the communication –
that occurs in conducting work within a business
is classified as internal operational.
This is the communication among the business’s workers
that is done to implement the business’s operating plan.
e.g. - provide a service,
- manufacture a product,
- sell goods, etc.

9. Internal-Operational Communication – cont …….
Internal-operational communication takes many forms.
It includes:
the orders and instructions -
that supervisors give workers
reports that workers prepare concerning -
- sales,
- productions,
- inventories, etc.
the messages –
that employee write in carrying out their task.

10. b. External-Operational Communication
This is the work-related communication that a business does
with people and groups outside the business.
Example: when business executives communicate with
- suppliers,
- service companies,
- customers, and
- the general public.
External-operational communication includes -
all of the business’s efforts -
- at direct selling
- telephone callbacks,
- follow-up service calls, etc.

11. c. Personal Communication
Personal communication is -
the exchange of information and feelings in which
we human beings engage whenever we come together.
The employees’ attitudes towards each other,
directly affect their productivity.

12. Communication Network of the Organization
Two forms of network in an organization:
A. Formal
B. Informal

13. A. Formal Network both internal and external.
The business has well-established channels of information flow.
The main lines of operational communication are -
both internal and external.
Specifically, the flow includes the:
- upward,
- horizontal (lateral), and
- downward movements of information by
- report,
- ,
- records and
- such within the organization.

14. B. Informal Network consisting primarily of personal communication.
The informal network is a secondary network
consisting primarily of personal communication.
It comprises thousands of personal communications that support the formal communication network of a business.
Informal network is not a single network
but a smaller networks consisting of groups of people.
It carries much gossip and rumor, for this is the nature of human conversation.
Wise managers recognize the presence of the grapevine.
that is, they keep in touch with the grapevine and
turn it into a constructive tool.

15. Formal and Informal Communication
Division Manager
Department Manager
Straight lines = Formal Network
Curved lines = Informal Network
Fig 1: Formal and Informal communication Networks in a Division of a Small Business.

16. Lecture – 2 Communication in the Workplace Syed Far Abid Hossain Faculty, CBA, IUBAT

17. What are the BARRIERS that affect the flow of communication in an organization?
There are several barriers that affect the flow of communication in an organization.
These barriers interrupt the flow of communication
from the sender to the receiver,
thus making communication ineffective.
It is essential for managers to overcome these barriers.

18. Communication Barriers between People
Difference in perception
Incorrect filtering
Language problem
Poor listening
Different emotional states
Different background

19. Communication BARRIERS between Organization
Information Overload
Inattention
Time pressure
Distraction/Noise
Emotions

20. Communication Barriers between Organization – cont…
Complexity of Organizational structure
Poor retention
Differing Status
Lack Of Trust
Inadequate communication structure
Incorrect Choice Of Medium
Closed communication Climate

21. Communication Barriers between Organization – cont…
Information Overload:
* Managers are surrounded with a pool of information.
* It is essential to control this information flow
else the information is likely to be
misinterpreted OR forgotten OR overlooked.
* As a result communication is less effective.

22. Communication Barriers between Organization – cont…
Inattention:
* All times we just not listen, but only hear.
* Repetitive messages should be ignored
for effective communication.
* Similarly if a superior is engrossed in his paper work and
his subordinate explains him his problem,
the superior may not get what he is saying and
it leads to disappointment of subordinate.

23. Communication Barriers between Organization – cont…
Time Pressures:
* In organization -
targets have to be achieved within a specified time period,
the failure of which has adverse consequences.
* In a haste to meet deadlines,
the formal channels of communication are shortened,
or messages are partially given,
or messages are not completely transferred.
* Sufficient time should be given for effective communication.

24. Communication Barriers between Organization – cont…
Distraction/Noise:
* Communication is also affected a lot by noise to distractions.
* Physical distractions are also there such as,
- poor lightning,
- uncomfortable sitting,
- unhygienic room also affects communication in a meeting.

25. Communication Barriers between Organization – cont…..
Emotions:
* Emotional state at a particular point of time
also affects communication.
* If the receiver feels that communicator is angry,
he interprets that the information being sent is very bad.
- while he takes it differently –
if the communicator is happy and jovial
(in that case the message is interpreted to be good and interesting).

26. Communication Barriers between Organization – cont.…
Complexity in Organizational Structure:
* Greater the hierarchy in an organization
more is the chances of communication getting destroyed.
(i.e. more the number of managerial levels),
* Only the people at the top level can see the overall picture
about the people at low level:
- just have knowledge about their own area
AND
- a little knowledge about other areas

27. Communication Barriers between Organization – cont…
Poor retention:
* Human memory cannot function beyond a limit.
* One can’t always retain what is being told,-
specially if he is not interested or not attentive.
* This leads to communication breakdown.

28. Some difference between oral and written communication
In face-to-face communication - cycles occur fast,
- often in rapid succession.
In written communication :
- some delay occurs.
- while instant and text messaging may be read
within a few seconds of sending,
- fax or messages may be read a
few minutes after they are transmitted,
- letters in a few days,
- Written communication is more likely to involve creative effort.

29. Importance of Business Communication to you and for Business
High communication skill and leads high income
Improving your commutation ability –
helps to improve your overall success
Communication is vital to every part of business
Different professional use communication as a tool
to correspond with their colleagues, superiors and juniors
Business managers use communication –
to contact their stakeholders.
Information is managed and exchanged –
thorough many oral, written and electronic form.