communication is a process of exchanging information from one person to another.

1. BUSINESS
COMMUNICATION
Presented by:
Rupesh nyaupane
MBA

2. COMMUNICATION IN
WORKPLACE
Role of communication in business :
• Communication is a lifeline of business
• Business needs good communicator
• Better communication ensures higher chances for
success in business
• Communication is the vehicle through which
management performs its basic functions

3. FORMS OF COMMUNICATION
IN BUSINESS
• Internal -Operational
To conduct work within a business
To implement SOP ( Standard Operating Plan)
It includes giving orders, assembling reports and
writing emails.
Internal Operational communication is
increasingly performed on computer networks.

4. FORMS OF COMMUNICATION
IN BUSINESS
• External- Operational
Work related communication with people and
group outside the business.
Personal selling, telephoning, advertising etc.

5. FORMS OF COMMUNICATION
IN BUSINESS
• Personal communication
Non business related exchange of information and
feelings among the people
The extent of personal communication permitted
affects employees attitudes. Attitude affects
performance.
Grapevine approach

6. Department
Manager
Supervisor Supervisor
Black Solid Lines = Formal Network
Coral Dashed Lines = Informal Network (at a moment in time, for they change often)
The Formal and Informal Communication Networks

7. COMMUNICATION
NETWORKS
• Formal Network
• well-established, usually along
operational lines
• planned
• Informal Network
• complex
• dynamic

8. BUSINESS COMMUNICATION
MODEL
• Basic Communication Model

9. COMMUNICATION MODEL
• The source : the person or group or organization
sending out the message/information.
• The medium: the message is given out in some sort of
medium - the means by which the message is sent.
• Oral - spoken / electronic means / Telephone
• Paper based / Image/visual / Sound
• Silent communication - smell, touch, body
language, colour

10. COMMUNICATION
MODEL
• The Receiver - the person, group or organisation that is
receiving the information.
• Feedback - The source will not know whether the
communication that they have sent has been
successful unless they receive some feedback in the
form of some action or changed behaviour

11. COMMUNICATION
MODEL

12. 'NOISE' AND BARRIERS TO
COMMUNICATION
• Challenge is that communication is rarely as simple
as this model would suggest.
• When messages are sent, the source has to try to
understand what they are trying to say. This might
be interpreted differently by the receiver.
• Messages are said to experience 'noise' along the
way - the more noise there is, the less likelihood
there is of the message being received properly.

13. BARRIERS TO
COMMUNICATION
• Language
• Lack of understanding of what the receiver wants or
needs
• Emotional interference - can you really send out a clear
message when you are upset?
• The degree of knowledge and expertise of the sender
and the receiver

14. BARRIERS TO
COMMUNICATION
• The quality of the information sent
• The use of an inappropriate medium
• Lack of trust or honesty in the source
• Cultural differences
• Poor listening skills

15. RamRam HariHari
A Model of the
Communication Process
--medium--

16. COMMUNICATION
PROCESS
• A message arrives in a receiver’s sensory world (all that
one can detect with the senses).
• What senses detect, they send to his brain.
• The brain filters the message through all its contents
(knowledge, emotions, opinion, attitude, belief etc) and gives it
a unique meaning( decodes).
• This meaning may trigger a response, which the mind
then forms (encodes).
• The person then sends by some medium this message
into the sensory world of another person.

17. COMMUNICATION
PROCESS
• Within this person the process described above is
repeated (another cycle begins).
• The process continues,cycle after cycle, as long as the
people involved care to communicate.

18. PERCEPTION & REALITY

19. PERCEPTION
• Perception is the process of attaining awareness or
understanding of sensory information.
• Perception is a result of interplays between past
experiences and the interpretation of the perceived.
• Up is not the same from different location

20. REALITY
• The state of things as they actually exist.
• Reality is all that exists but not what exists only in the
mind.
• Reality includes everything that is, whether or not it is
observable or comprehensible
(Chair, desk / Air, time, color).

21. PERCEPTION & REALITY
• Reality is real only from where we perceive it.
• We perceive reality differently. No two perceptions
are exactly the same.
• We can not know everything about anything.
• Usually we do not know enough to be certain.

22. PERCEPTION & REALITY
• True reality is elusive and confusing.
• This point to be kept in mind while preparing various
business communication be it a business report, letter or
speaking situation.
• A business report seeks truth. Such a report is
impractical considering nature of reality and
perception.

23. COMMUNICATION
MALFUNCTION
• Communication is imperfect at times.
• Malfunction in communication is not unusual.
• Malfunction comes out of Language imperfections and
incorrect thinking patterns

24. FIVE MALFUNCTIONS OF
COMMUNICATION
• Two-Valued Thinking
• Fact-Inference Confusion
• The blocked mind
• The Static viewpoint
• Failure to discriminate

25. TWO VALUED THINKING• It exists when we consider only two possibilities in a situation. (It is
common in business – To buy or not to buy, to manufacture or not to, to
hire, to fire)
• Not all situations involve two values, there are multivalued situation
in real life ( short or tall, hot or cold, sweet or sour, stupid or intelligent,
happy or sad)
• Two valued thinking does not always fit reality hence it can lead to
miscommunication. (Not all people are fat or skinny , intelligent or
stupid).
•
• Challenge is to overcome it by using word precisely (she scored
3.9 GPA) or using middle ground words ( exceptionally good,
moderately good etc).
• It applies to reports, letters and speaking in certain business
communication situations.

26. FACT-INFERENCE
CONFUSION• Communication about our experience is true
communication. It fits reality.
• Often we must assume such confusing assumption with
facts that creates miscommunications.
• Inferences are necessary for communication. We must
evaluate, interpret and predict.. These are inferences.
• We must make both inferences and factual statements,
but we must not confuse the two.
• It is an important concern in report writing. Be aware of
reality and check inferences against it.
• Diamond / Baldhead sales person

27. THE BLOCKED MIND
• The blocked mind is one that is closed to reality. It
rejects the ideas that opposes its viewpoint.
• It works on limited information. Allness (judging the
whole by a part), contributes to blocked mind.
• Blocked mind can be a problem in any business
communication producing disastrous results.
• We must unblock out mind to improve communication

28. THE STATIC VIEWPOINT
• Reality is viewed as static which causes
miscommunication. Reality is always changing.
• Communication must reflect changes in reality.
• Business communication must reflect time changes
to avoid miscommunication
( Exchange rates, validity etc).

29. FAILURE TO
DISCRIMINATE
• Seeing similarity rather than differences in reality.
• Focusing on similarities forces us to form stereotypes.
• We should select words that will produce just the right
effect.
• The process of seeing differences is important whether
reports use the written or spoken word.

30. •Thank you