BC ppt3

UNDERSTANDING BUSINESS COMMUNICATION : 

UNDERSTANDING BUSINESS COMMUNICATION Lecture Three

Objectives: 

Objectives On completion of this lesson you will understand Channels of communication (Formal and informal Communication) Dimensions of communication( upward, downward, horizontal and diagonal)

Consider the Dimensions of Communication in this Scenario: 

Consider the Dimensions of Communication in this Scenario When Ali entered in his office on a Monday morning, he found that somebody had tempered with his personal computer and that it was plugged on, he called up his secretary and enquired as to who could have done that. After a while she reported that two marketing executives came on Saturday evening to seek some information and since he was not there, they used his computer for that. Ali was very angry and wanted to stop this practice. He called those executives and warned them. He issued a memo to this effect and distributed it in the office.

PowerPoint Presentation: 

Here Ali used speech (words spoken), writing (memo), body language (his expression when he talked to the marketing executives and paralanguage (stern tone of voice) to make his people ware of his sentiments. Both formal (i.e. memo) and informal channels (discussion among employees) contributed to spread the news. Note the dimensions of communication even in the small office environment. Ali enquires from his secretary, warns the executives and issues a memo- all are downward communication. Secretary reports, executives reply to Ali- all are upward communication. Secretary enquires about who came in the boss’s room- horizontal communication.

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The communication network in an organization is of two types: Internal (formal + Informal) External

Internal Communication: 

Internal Communication Interaction between members of the same organizations is called internal communication. It could be both formal and informal.

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Formal Communication: Large organizations with hundreds of people working find it very difficult to have direct interaction with each and everyone. They adopt a number of strategies, e.g., newsletters, annual reports to communicate the essential message.

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Informal communication network is not a deliberately formed network. It arises when needs that aren’t satisfied by formal communication. Employees form friendships, and cliques develop, they talk in gatherings, the persons working at same place may talk just like that, and likewise. These in turn allow employees to fill in communication gaps within the formal channels.

External communication: 

External communication External communication can take on a number of forms. 1.Advertising 2. Media interaction 3. Public relations 4. Presentations 5. Negotiations 6. Mails 7. Telegrams 8. Letters

Dimensions of Communication: 

Dimensions of Communication

PowerPoint Presentation: 

Downward Communication Job procedures/ instructions- directions about what to do or how to do the things. For example, “when you restock the shelves, put the new merchandise behind the old stock” is an instruction. Upward Communication 1. “The problem with the machine is continuing. It stops working every hour and has to be restarted.” – subordinate informing unsolved work problem to the superior. Horizontal Communication Office workers in the same department, co- workers on a construction projects, for example- accounts department calls maintainance to get a machine repaired, hospital admission call intensive care to reserve a bed and so on. Diagonal Communication When a supervisor in the credit department communicates directly with a regional marketing manager, who’s not only in a different department but also at a higher level in the organization, they’re engaged in diagnol communication.

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Job rationale – Explanation of purpose of doing a task in a certain way. For example, “we rotate the stock like that so that the customers won’t wind up with stale merchandise” is a statement explaining the purpose of the instruction given in the above example.

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The Manager calls Maintaince crew for fixing the machines

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Manager calls the head of another department

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Accounts department calls maintenance to get a machine repaired

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Policies and practices- Information about rules, regulations, policies, and practices to be followed. For example, “I don’t try to argue with the unhappy customers. If you can’t handle them, call the manager” is an instruction about the practice followed in the organization.

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Feedback/ motivation- Telling the subordinates about their performance and, motivating them, “like life you keep up the good work, you will be assistant manager by the end of the year.”