Business Communication Segments 1-3 PDF

BUSINESS COMMUNICATION SEGMENTS 1-3 Segment: Basic Principles of Communication Topic: Meaning and Process of Communication Topic: Introduction Meaning and Process of Communication Table of Contents 1. Communication – Meaning............................................................................................................. 5 2. Communication Process.................................................................................................................. 6 3. Summary......................................................................................................................................... 9 4. Glossary........................................................................................................................................... 9 2 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Meaning and Process of Communication Introduction Communication is an important component of success in our personal and professional lives. It is the key to building favourable relationships. It is a part of ‘soft skills’, as opposed to the domain or technical knowledge, which is a part of ‘hard skills.’ A formal study of business communication is important since the average business executive today spends a good part of his/her time on the job communicating in some form or the other. Telecommuting is a work arrangement in which employees work from a remote location usually their homes and communicate with their company using electronic means. It is flourishing both in Australia and other countries. Telecommuting may significantly decrease interpersonal communication requirements and is, therefore affecting effective communication. Meyers, N., & Hearn, G. of the Queensland University of Technology surveyed about 39 telecommuters working for 12 different Australian organisations. The participants were working in the following different categories: Administrators Computer system designers Journalists Legislative drafters Managerial consultants Project workers Public relations consultants/executives Sales-marketing personnel Solicitors About 46% of the participants in the survey were female telecommuters. Meetings were considered important formal office communication and were conducted based on the following three situations: Complexity of task and required feedback Management predictions for contacting their telecommuters Need for the currency of information Thus, the meetings were expected to happen zero times or weekly. 3 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Meaning and Process of Communication The satisfaction levels of telecommuters varied across the three situations. For example, the sales-marketing telecommuters, met with their superiors weekly, to share what they were doing and set goals for the week. About 18% of the participants found meetings either difficult to attend or a disturbance to their work-at-home schedule. Also, the lack of communication on the meeting schedules made few telecommuters miss the meetings. Daily telephone or other forms of contact was the main means of communication for nearly 30% of telecommuters. Daily communication through channels like e-mail, a telephone was viewed as an important way of communication for sales-marketing telecommuters. Once the communication patterns were established, the telecommuters began to use two-way communication. Other participants of the survey pointed out that co-workers were reluctant to call them at home. Consequently, they sometimes did not receive critical information on time. Some participants pointed out that they did receive memos even though they were absent. Memos were considered an important part of formal communication and could be related to another interview theme: timeliness of communication. Timeliness of communication is more important for telecommuters since they lack proximity and a quick referral to co-workers as well as other information. (Source: http://www.teleworkaustralia.net.au/doclibrary/public/Research/AJCArticle MeyersHearnTelecommuting.pdf) Learning Objectives At the end of this topic, you will be able to: define communication describe the characteristics of communication describe the key elements in the communication process. 4 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Meaning and Process of Communication 1. Communication – Meaning Communication in simple terms is a transfer of information between people, resulting in a common understanding between them. Communication has been defined differently by different writers and behavioural theorists. Some popular definitions are as follows: According to Newman and Summer, “Communication is an exchange of facts, ideas, opinions or emotions by two or more persons”. According to Allen Louis, “It is the sum of all the things one person does when he wants to create an understanding in the mind of another”. Bellows, Gilson, and Odirone define communication as “A communion by words, letters, symbols or messages, and as a way that one organisation member shares meaning with the other”. Hoben defines communication as “The verbal interchange of thoughts or ideas”. In the words of Anderson, “Communication is the process by which we understand others and in turn, endeavour to be understood by them. It is dynamic, constantly changing and shifting in response to the total situation”. According to Berelson and Steiner, “Communication is the transmission of information, ideas, emotions, skills, etc. by the use of symbols, words, pictures, figures, graphs, etc.”. In the words of Fotheringham, “Communication is a process involving the selection, production, and transmission of signs in such a way as to help a receiver perceive a meaning similar to that in the mind of the communicator”. From all these definitions, it is clear that communication has the following characteristics: It is unavoidable – It is impossible not to communicate, since we communicate unintentionally all the time, even without the use of words. Our body language, the way we dress, the importance we give to arriving on time, our behaviour, and the physical environment in which we work, all convey certain messages to others. It is a two-way exchange of information – Communication is sharing of information between two or more persons, with continuous feedback. 5 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Meaning and Process of Communication It is a process – Each message is part of a process and does not occur in isolation. This means that the meaning attached to a message depends on what has happened before and on the present context. For example, your boss’s response to your request for promotion will depend on your past relationship with him, as well as his mood at that particular moment. It involves a sender and a receiver of information – Any communication starts with a sender of a message and requires a receiver to attach some meaning to that message. It could be verbal or non-verbal – communication could be through the use of words in spoken or written form, or through the use of body languages such as gestures and facial expressions. It is successful when the receiver interprets the meaning in the same way as that intended by the sender – The receiver may not always attach the same meaning to a message as the sender. When the message is wrongly interpreted, communication is a failure. This may be due to several reasons, which we will examine later in this topic. It is a dynamic process – Communication involves sharing of thoughts and experiences in a meaningful manner while assimilating, processing, and responding to the person one is talking with. The mode and manner of communication may vary according to the situation. It enables understanding – Communication enables people to understand the necessity for change, the reasons for performing certain things, the method of implementing processes, and the importance of their actions. 2. Communication Process Let us now look at communication as a process and discuss its key elements. Irrespective of the setting in which communication takes place or the number of people that are involved, all communication consists of certain key elements. The communication model shown in figure 1 illustrates each of these elements. Fig. 1: Communication Model 6 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Meaning and Process of Communication The elements involved in communication are: Sender or encoder – This is the person who transmits a message. For example, a manager writing a letter to a consultant after a meeting or a sales manager making a presentation to the sales team. Here the manager is the sender. Receiver or decoder – The person who notices and decodes or attaches some meaning to a message. Decoding may not always be accurate, and a wrong meaning may be attached to a message. For example, a friendly joke might be taken as an offence, or feedback given to a subordinate by a superior might be taken in the wrong sense. Message – This is any signal that triggers the response of a receiver. Messages may be intentional (as in the example of the sales presentation by a manager to the sales team) or unintentional (non-verbal signals such as yawns that convey the message of boredom). Channel – This refers to the medium or the method used to deliver the message. As a business executive, you will often have a choice of channels. For example, you could communicate with a customer through a letter, email or telephone. Feedback – Most communication is two-way. Receivers generally respond to messages. For example, students may ask questions during a lecture session and an employer may tell an employee that he has to think about his proposal. This response to a sender’s message is called feedback. This kind of feedback is oral. Sometimes feedback can also be given in a written form. For example, a manager can send a written response to a customer’s letter of complaint. At other times, feedback could be non-verbal, as in smiles and nods of appreciation during a talk or presentation. Even failure to respond could be considered as feedback, since it may indicate a lack of interest or indifference to the sender’s message. Due to the element of feedback, people are simultaneously senders and receivers of information in face-to-face communication. Context – This refers to the setting in which the communication takes place and could sometimes determine the success or failure of the communication. Context can be classified as follows: o Physical context – This refers to the physical surroundings. For example, a work or social environment, in which the communication takes place. Asking your boss for a promotion 7 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Meaning and Process of Communication might be received differently, depending on whether the communication takes place in your office, your boss’ office, at a company party or over lunch at a restaurant. o Social context – This refers to the relationship between the sender and the receiver. Taking the same example, asking for a promotion is likely to be received differently, depending on how well you get along with your boss and whether you are personal friends or not. o Chronological context – This refers to time related factors that could influence communication. For example, is your request made first thing in the morning or at the fag end of the day? Is it made during or after work hours? Is it made at a time when the company is going through problems such as a strike in the factory, or major losses? o Cultural context – This refers to the similarity of backgrounds between the sender and the receiver, such as age, language, nationality, religion, and gender. These factors could influence communication favourably or unfavourably. Each of these key elements contributes to the success of communication. In other words, communication can go wrong if any of the following elements go wrong: The wrong person sends the message. For example, a junior accountant in a company writing a letter to a bank, asking for a loan for a project worth several crores, is not likely to get the bank’s approval. The message is unclear or badly worded. There may also be too many messages, leading to confusion and information overload. The wrong channel of communication is chosen. Placing an advertisement for a liquor product in a religious magazine, for example, is not likely to be received favourably. The message is wrongly interpreted, i.e., the receiver attaches the wrong meaning to the message. The feedback is not adequate to ensure understanding. Physical, physiological, or psychological noise distorts the message. The communication takes place in the wrong physical, social, chronological, or cultural context. 8 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Meaning and Process of Communication 3. Summary Here is a quick recap of what we have learnt so far: Communication in simple terms is a transfer of information between people, resulting in a common understanding between them. Communication has been defined differently by different writers and behavioural theorists. From all the definitions, it is clear that communication has the following characteristics: o It is unavoidable o It is a two-way exchange of information o It is a process o It involves a sender and a receiver of information o It could be verbal or non-verbal o It is successful when the receiver interprets the meaning in the same way as that intended by the sender o It is a dynamic process and o It enables understanding The elements involved in communication are: o Sender or encoder o Receiver or decoder o Message o Channel o Feedback and o Context 4. Glossary Telecommuting A work arrangement in which an employee works from home for a business and communicates through the use of a personal computer equipped with modem and communications software. Decoder A device or a person undoing the encoding to retrieve the original message. Encoder A device or a person which converts the message into some chunks of messages known only to it. 9 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Segment: Basic Principles of Communication Topic: Barriers to Communication Topic: Introduction Barriers to Communication Table of Contents 1. Barriers to Communication............................................................................................................. 4 1.1 Overcoming the Barriers to Communication........................................................................... 8 2. Summary......................................................................................................................................... 9 3. Glossary......................................................................................................................................... 10 2 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Barriers to Communication Introduction In the previous topic, we discussed certain key elements of the communication process. Each of the key elements contributes to the success of communication. In other words, communication can go wrong if any of the key elements go wrong. In this topic, we will examine some of the general problems that come in the way of smooth communication and ways of overcoming these problems. Learning Objectives At the end of this topic, you will be able to: list the barriers to communication identify the ways to overcome the barriers to communication. 3 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Barriers to Communication 1. Barriers to Communication Communication fails when the message received is not identical to the message that is sent. Several factors could interfere with the exchange of messages. ‘Noise’ refers to all these factors that disrupt communication and can be classified under the following types: Physical noise – Distracting sounds, poor acoustics, or just information overload could interfere with the listening process. Physiological noise – Hearing or other disabilities, fatigue, or physical illness could come in the way of both speaking and listening. Psychological noise – Sometimes emotions within the sender, or receiver such as preoccupations, hostility, fear or lack of interest could interfere with the speaking or listening process. There are many other barriers to communication, an understanding, and analysis of these are needed before coming up with ways to eliminate or minimise them. Figure 1 depicts the barriers to communication. Fig. 1.: Barriers to Communication As shown in figure 1, the barriers to communication may be classified as follows: Environmental barriers – An environmental barrier is the same as physical noise, which could be in the form of distracting sounds, an overcrowded room, poor facilities, and acoustics, all of which may hinder the ability to listen and understand the message. 4 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Barriers to Communication Individual barriers – A major barrier to interpersonal communication is a tendency to judge, evaluate, approve, or disapprove the views of another person. This happens particularly in situations where we have strong feelings about something. In such cases, we tend to block out the communication and form our viewpoints. Organisational barriers – In organisations that are too hierarchical, that is, where there are multiple ‘layers’, messages may have to pass through many levels before they finally reach the receiver. Each level may add to, modify or completely change the message, so much so that it becomes distorted by the time it reaches the intended receiver. In other words, there is likely to be loss of meaning and the message may not reach the receiver in the same way as it was intended by the sender. The following example illustrates an organisational barrier to communication. By the time the message is passed down from the Chief to the lower level executives, it is distorted completely, to the extent that the original message is interpreted differently by each level in the organisation. The Chief of the Space Centre gets to know about the possibility of seeing Halley’s Comet and decides that the entire organisation should witness this spectacle. He sends the following memo to the Director. Tomorrow evening, at 20:00 hours, we will be able to see Halley’s Comet in the sky through the naked eye. Since this is not an everyday event, everyone at the Centre should assemble outside in their best clothes to watch it. If it rains, we will not be able to see it very well, in which case everyone should assemble in the Canteen. To Director By order of the Chief The Director then sends the following memo to various Executive Directors: By order of the Chief, we will be able to see ‘Halley’s Comet’ at 20:00 hrs, tomorrow evening. If it is raining, we shall not be able to see it very well on site, in our best clothes. In that case, the disappearance of the Comet will be followed through in the Canteen. This is something which we cannot see happening every day. 5 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Barriers to Communication To Director Executive Directors The Executive Director sends out memos to the Heads of Departments as follows: By order of the Chief, we shall follow through, in our best clothes, the disappearance of the Comet in the Canteen at 20:00 hrs, tomorrow evening. The Chief will tell us whether it is going to rain. This is something which we cannot see happening every day. To Executive Director Heads of Departments The Heads of Departments send the following message to their Managers: If it is raining in the Canteen tomorrow evening, which is something we cannot see happening every day, our Chief in his best clothes will disappear at 20:00 hrs. To Head of Department All Managers Finally, each Manager sends the following notice to their Executives: Tomorrow evening, at 20:00 hrs. our Chief will disappear. It is a pity that we cannot see this happening every day. Another type of organisational barrier is a ‘departmental barrier’. This means that each department in an organisation functions in isolation and there is no co-ordination or communication between them. Channel barriers – In the previous topic, it was pointed out that communication can fail due to any of the different elements going wrong. Wrong choice of channel is one of the main barriers to communication. Using a wrong medium of advertising or conveying a message orally when a written letter would be more appropriate, are examples. The written channel 6 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Barriers to Communication is more appropriate when the communication is more formal or for keeping things on record, while emotional messages such as feelings about co-workers are better conveyed orally. Linguistic and cultural barriers – When the sender of the message uses a language that the receiver does not understand, the communication will not succeed. Either the sender may be using a different or foreign language, or the language used may be too highly technical for the receiver to understand. Linguistic barriers may also occur in cross-cultural advertising and distort communication, when translating campaigns or slogans literally from one language to another. For example, Pepsi’s slogan “Come Alive with Pepsi”, when translated into Chinese, read “Pepsi brings your ancestors back from the grave!”. Many accidents have happened in air because the pilot, who is of foreign origin, has not followed properly the directions given by the Air Traffic Controller who speaks Indianised English. Cultural differences refer to differences in values and perceptions, which may affect the interpretation of the message by the receiver. For example, a joke about women may be taken in the wrong sense if the receiver belongs to a culture in which women are highly respected. Semantic barriers – The word ‘semantics’ refers to the meaning of words and how they are used. For example, different words may have different meanings in different cultures. Failure to consider this could lead to serious blunders. Example – Saying ‘The new product launch went like a bomb’ in British English would mean that the new product launch was a success. On the other hand, saying ‘The product launch bombed’ in American English would mean that the new product was a disaster. Non-verbal barriers – This refers to the non-verbal communication that goes with a particular message. Non-verbal communication includes tone of voice, body language such as gestures and facial expressions, etc. If the tone of voice and body language are negative, the communication will fail, however positive is the spoken and written message. For example, if you happen to meet a long lost friend and say, “I am delighted to meet you”, but in a sad tone of voice, the exact opposite message will be conveyed! Therefore, it is important to avoid giving conflicting signals, through the use of non-verbal communication. 7 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Barriers to Communication 1.1 Overcoming the Barriers to Communication Certain steps can be taken, both at the organisational level, as well as at the individual level, to effectively deal with the barriers to communication trying to minimise them, if not eliminate them. Organisational action: Employees of an organisation accomplish workplace communication through several communication channels. One of the commonly cited problems in organisations is the poor workplace communication. Hence, organisations need to take few steps to ensure effective communication. Some of the steps which an organisation can take to overcome the barriers to effective communication are as follows: Encourage feedback – Organisations should try to improve the communication system by getting feedback for the messages already sent. Feedback can tell the managers whether the message has reached the receiver in the intended way or not. Create a climate of openness – A climate of trust and openness can go a long way in removing organisational barriers to communication. All subordinates or junior employees should be allowed to air their opinions and differences without fear of being penalised. Use multiple channels of communication – Organisations should encourage the use of multiple channels of communication, to make sure that messages reach the intended receivers without fail. This means using a combination of both oral and written channels, as well as formal (official) and informal (unofficial) channels of communication. The types of channels will be discussed in detail later, in segment 2. Individual action: An individual can take certain actions to overcome the communication barriers. These actions will help to improve interpersonal relationships with others both in one’s personal and business life. Some of the actions that an individual can take are: Active listening – This means listening to the meaning of the speaker’s words, rather than listening without hearing, or ‘passive listening’. Passive listening is a barrier to communication, whereas real communication takes place when we listen actively, with understanding. Listening is a skill which can be developed through proper training. Careful wording of messages – Messages should be worded clearly and without ambiguity, to make sure that the message that is received is the same as the message that is sent. 8 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Barriers to Communication Selection of appropriate channels – Individuals should be competent enough to choose the right communication channel, depending on the situation. Channels of communication and the criteria for selection of channels will be discussed in detail in segment 2 Avoidance of technical language – The language used in communication must be as clear as possible. Usage of unnecessary technical terms can lead to misunderstandings. Hence, an individual has to use technical words only when necessary. Right feedback – Feedback is an important communication skill. The correct feedback can elicit the correct action. The feedback given must be a proper combination of criticism and information sharing. 2. Summary Here is a quick recap of what we have learnt so far: ‘Noise’ refers to all the factors that disrupt communication and can be classified under the following types: o Physical noise o Physiological noise o Psychological noise The barriers to communication may be classified as: o Environmental barriers o Individual barriers o Organisational barriers o Channel barriers o Linguistic and cultural barriers o Semantic barriers and o Non-verbal barriers There are a number of barriers or obstacles to smooth communication. These may be categorised as: o External or physical barriers o Individual barriers o Organisational barriers 9 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Barriers to Communication o Linguistic or cultural barriers o Semantic barriers o Channel barriers and o Non-verbal barriers Some of the steps which an organisation can take to overcome the barriers to effective communication are : o Encourage feedback o Create a climate of openness and o Use multiple channels of communication Some of the actions that an individual can take to overcome the barriers to effective communication are o Active listening o Careful wording of messages o Selection of appropriate channels o Avoidance of technical language and o Right feedback 3. Glossary Semantics The study of meanings, changes in meanings, and the principles that govern the relationship between sentences or words and their meanings Linguistics The scientific study of the structure and semantics of a language 10 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Segment: Basic Principles of Communication Topic: Classification of Communication Topic: Introduction Classification of Communication Table of Contents 1. Classification of Communication.................................................................................................... 4 2. Importance of Communication in the Workplace.......................................................................... 6 3. Summary......................................................................................................................................... 8 2 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication Introduction In the previous topic, we discussed some of the general problems that come in the way of smooth communication and ways of overcoming these problems. In this topic, we shall discuss the different categories of communication and the importance of communication in the workplace. Learning Objectives At the end of this topic, you will be able to: explain the various types of communication recognise how good communication contributes to managerial success. 3 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication 1. Classification of Communication Experts categorise communication into different types based on the following factors: Number of people involved in the communication The physical proximity of the communicators The immediacy of the communication The context of the communication The various types of communication are: Interpersonal communication Intrapersonal communication Group communication Mass communication Let us now discuss the features of these classes of communication. Interpersonal communication: Interpersonal communication usually involves direct face-to- face contact between the sender and the receiver. It can be both in a verbal and non-verbal form. Feedback is an important concept of interpersonal communication. We can classify interpersonal communication, based on the number of people involved as: o Dyadic communication – This involves two people. o Group communication – This involves three or more persons. The communication takes place usually for problem solving or decision making. o Public communication – This involves a large number of people. The communication takes place usually for information sharing and persuasion. Mediated interpersonal communication makes use of technology for sending and receiving messages. For example, two business colleagues communicate using a telephone or e-mail. By using mediated communication, we can communicate over large distances or in different time spans. Mediated communication can be formal or informal in nature. Intrapersonal communication: Intrapersonal communication is self-communication. This is the most basic form of communication. It occurs for clarifying ideas or for analysing a situation. It involves the following activities: o Internal discourse – This involves analysis, concentration, and contemplation. 4 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication o Vocal communication – This involves talking aloud to oneself and is done for clarifying or rehearsing messages. o Written communication – This involves making entries in journals or diaries. We can thus use intrapersonal communication to process data, to encode data before sending a message, and to decode data when we receive messages. Group communication: Group communication usually takes place between three to twenty individuals. The basic resource of any group is its members. Hence, communication is very important for a group to achieve its goals. Group communication can be achieved in any of the following forms: o Verbal o Non-verbal o Written o Electronic The factors that affect group communication are: o The nature of the task o The personalities and abilities of the group members o Environmental factors Communication is very essential for creating and sustaining groups. Generally, groups need a facilitator to ensure that the group achieves its goals. The facilitator establishes rules and guidelines for communication within the group. Facilitators can provide feedback to the group members and make suggestions to remedy problems in group communication. The advances in electronic and digital technology have influenced the way in which groups function in contemporary organisations. The group communication processes result in a group outcome like a decision or a plan. Mass communication: Mass communication is the communication that employs some form of media like the television, radio or the Internet to communicate to a very large audience. The characteristics that distinguish mass communication are: 5 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication o Source – The source is generally a person or a group (like a news editor or a reporter) operating in an organisational setting. The message communicated is the result of the work of many persons (such as writers, directors, editors, graphic designers). o Message – The messages conveyed are complex and elaborate. For example, a magazine article, a television programme or a billboard advertisement. o Channel – The channel employed involves more than one technology. For example, the radio makes use of microphones, transmitters, tape machines, and receivers. o Audience – The audience are self-elected people who tune in to the radio programme or who read a magazine. Mass audiences are from a diverse background and have dissimilar socio-political characteristics. They are spread over a large geographical area. o Feedback – As the message flow is usually one-way, the feedback is minimal and delayed. o Noise – The noise can be caused due to semantic, mechanical, or environmental reasons. Businesses employ mass communication to send out a company-wide message, messages to other companies, or the general public. Memos and e-mails are used to send company-wide mass messages. Mass communication messages are sent to other companies to persuade them to use the company’s products or services. Mass communication messages are sent to the general public to inform them of the company’s policies or goals and for marketing purposes. 2. Importance of Communication in the Workplace Communication is the nerve centre of business today. As you go up the corporate ladder, you will find that communication skills are required, more than technical skills. Communication research has revealed that among the factors most important for managerial success, communication skills rank above technical skills. According to the survey conducted by National Commission on writing, American businesses spend $3.1 billion per year to provide training for people on writing skills-a type of communication. Several surveys conducted among people who have been successful in their professions have indicated that communication skills are more vital to job success than subjects taken in college. Communication is also required all the more in this age of information and technology. Without communication and human skills, technology will overwhelm an organisation. Communication helps to make sense of technology and to manage all this information. For example, 6 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication communication is required to explain a new computer program or software. While computers can perform routine tasks, jobs like responding to customers’ needs require a high degree of communication skills. Effective communication serves the following specific purposes in an organisation: o Greater awareness of organisational goals and teamwork – When there is open communication between superiors, co-workers, and subordinates, there is a smooth flow of information regarding the goals of the organisation. Coordination between the different departments, in particular, leads to greater motivation to work together towards achieving a common organisational goal, rather than working in isolation. o Better employer-employee relationships – By listening to employees, showing empathy, and giving them the freedom to express their opinions without fear of being repressed, a manager can create a climate of openness that leads to better work relationships. Employees will then feel more comfortable in approaching their superiors and discussing any matter with them. o Problem solving – Effective communication can help resolve conflicts between co-workers, work related, and performance related problems. Face-to-face communication is especially suited for achieving this task since it is one to one and highly personalised in nature. o Improved performance – Effective communication by managers at the time of appraising the performance of their employees can point out areas for improvement. A constructive review of performance, through which a manager gives positive feedback and counsels the employee, instead of criticising him for poor performance, can motivate the employee to perform better. o A Stronger link between managers and the external environment – Apart from internal communication within the organisation, effective communication by managers with external audiences such as customers, government, bankers, media and suppliers lead to a better rapport with them. A manager will be able to understand the needs of his customers, be aware of the presence of quality suppliers of material, of government regulations, and of the expectations of the community at large, only through proper communication. 7 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication Communication has assumed even greater importance today since the new model of business is based on teamwork, rather than on individual action. Teamwork requires greater coordination and communication. Common mistakes made in communication: Spelling Punctuation Grammar For example, if Meena sends the following e-mail to Sheela: Thanks Sheela, I have received your massage. Let us have the meeting next weak. Sheela, on receiving the message, will get a wrong impression about Meena. Hence it is always better to check the spelling, grammar and punctuations in a message. 3. Summary Here is a quick recap of what we have learnt so far: The various types of communication are: o Interpersonal communication – Interpersonal communication usually involves direct face-to-face contact between the sender and the receiver. o Intrapersonal communication – Intrapersonal communication is self-communication. o Group communication – Group communication usually takes place between three to twenty individuals. o Mass communication – Mass communication is the communication that employs some form of media like the television, radio or the Internet to communicate to a very large audience. Effective communication serves the following specific purposes in an organisation: o Greater awareness of organisational goals and teamwork o Better employer-employee relationships o Problem solving o Improved performance o A Stronger link between managers and the external environment. 8 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Case Study- Nomura Group's Global communication Introduction Nomura Group is one of the largest financial service organisations in Japan. It comprises a group of companies that includes Nomura Securities Co. Ltd, Nomura Asset Management Co. Ltd, and Joinvest Securities Co. Ltd. It also has overseas subsidiaries in the U.S, Europe and Asia. Issue Earlier, Nomura group used laptops as a main tool for communication. As the laptops were not easy to carry and they also required complicated configuration, Nomura was looking for a secure and convenient mobile solution that would free them from these stresses. Nomura group required a global communication environment which allowed employees to access their enterprise network from anywhere in the world and work as if they were in office. Solution In October 2006, Nomura Securities started investigating the usage of BlackBerry solution to solve their issues. In February 2007, it introduced about 50 BlackBerry smartphones, mainly in Nomura Securities Co., Ltd. In May 2007, it introduced the BlackBerry 8707h smartphone in full scale. The Information System departments at Nomura Holdings Inc. and Nomura Securities Co., Ltd. worked jointly to deploy and maintain the BlackBerry Enterprise Server, which controls the BlackBerry smartphones. Reasons for selecting BlackBerry Solution The convenience and high security of the solution made Nomura group to opt for BlackBerry smartphones. The overseas subsidiaries of the Nomura Group had already benefited by the usage of BlackBerry smartphones. The introduction of BlackBerry solution facilitated the daily communication in the business The BlackBerry solution is widely used in the financial world and the Nomura group appreciated the convenience and high security of the BlackBerry solution. The key functions of BlackBerry that appealed to Nomura were message encryption and uniform device management. The BlackBerry Enterprise Server default functions allowed Nomura to adhere to the existing security policy. Results Nomura group enhanced their internal device management systems for introducing BlackBerry 8707h smartphone. It set up a user support desk and a network for wireless distribution of applications. It was able to distribute the Bloomberg application to convey important financial information to their securities business. Employees were able to get real-time news updates throughout the business day. The BlackBerry solution allowed employees to check emails, view attachments, and manage their schedule. Discussion Questions: 1. What were the issues faced by the Nomura group in their business communication? 2. Why did the Nomura group opt for a BlackBerry solution? (Source: http://us.BlackBerry.com/newsroom/ success/ Nomura_E NG_BCS.pdf) *** Segment: Types and Channels of Communication Topic: Types of Communication Topic: Introduction Types of Communication Table of Contents 1. Types of Communication................................................................................................................. 4 1.1 Usage of Verbal Communication............................................................................................. 5 1.2 Characteristics of Non-Verbal Communication...................................................................... 7 2. Summary......................................................................................................................................... 9 3. Glossary......................................................................................................................................... 10 2 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Types of Communication Introduction In the previous topics, we discussed the communication process and the different categories of communication. In this topic, we shall focus on two major types of communication i.e. verbal communication and Non-verbal communication. A study conducted by an internal analysis of the small business workplace on ten small businesses located in Melbourne showed that organisational communication is very important for the success of small businesses. The study was conducted through semi- structured interviews and questionnaires. Table 1 shows the results of the study. This result showed that all participants of small businesses used informal, formal, and active communication both internally and externally to develop a positive environment in the small business workplace: Table 1: Internal and External Communication Communication % Internal % External % type: Internal comm. comm. Channels channels 80 Phone 40 Phone 50 Informal meetings (mobile) (mobile) Formal meetings 20 Email/memos 20 Email 50 After-hours 70 Face-to-Face 100 Face-to-Face 80 discussion networking Social 50 Phone 20 Education 30 gatherings conferencing Informal meetings were held more than formal meetings. Many of the small business owners communicated with staff after the meeting hours and during social gatherings. Communication with the external environment showed a similar figure. However, half of the owners used email, face-to-face meetings. These figures show the importance of internal/external communication. (Source: http://www.cric.com.au/seaanz/resources/18BurnettMcMurray.pdf) Learning Objectives At the end of this topic, you will be able to: list the different types of communication distinguish clearly between the different types of communication describe the characteristics of non-verbal communication. 3 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Types of Communication 1. Types of Communication Broadly, communication may be divided into two types, they are: Verbal communication Non-verbal communication Let us briefly discuss these two types of communication. Verbal communication – This type of communication occurs with the help of words. It provides the opportunity for personal contact and a two-way flow of information. A large part of our communication, whether at work or outside, is verbal. Verbal communication may be divided into two types. They are oral communication and written communication. o Oral communication – This type of communication may be defined as a process in which a speaker interacts verbally with one or more listeners, to influence the latter’s behaviour in some way or the other. Oral communication in a business context can take the form of meetings, presentations, one-to-one meetings, performance reviews, etc. Example – In a business context, a manager doing the performance appraisal with an employee or a sales manager making the sales plan presentation to the sales team. In the first example, the manager may point out areas for improvement and in the second case, the sales manager may explain how to achieve new sales targets. o Written communication – This type of communication is the correspondence made in writing. It can be handwritten, printed, or typed. For example, a manager writing a letter of apology in response to a customer’s complaint regarding poor service. Written communication at the workplace can take several forms such as letters, memos, circulars, notices, reports, and email. The second type of communication is non-verbal communication. Non-verbal communication – This type of communication may be defined as communication without words. It refers to any way of conveying meanings without the use of verbal language. The game of ’dumb charades’ is a perfect example. Non-verbal communication is generally unintentional, unlike verbal communication. All of us tend to communicate silently and unknowingly send signals and messages by what we do, apart from what we say. Gestures, facial expressions, posture, and the way we dress, are all part of non-verbal communication. 4 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Types of Communication Non-verbal communication can have a greater impact than verbal communication, since ‘how you say something’ is sometimes more important than ’what you say’. Although non-verbal communication can affect both our personal and business relationships, it is particularly important in the workplace. Let us consider the following scenario to understand this: Your boss has asked you to make a presentation on your suggestions for improving the organisation. You take him at his word and come prepared with an elaborate presentation and a list of ideas. However, as you make your presentation, he yawns repeatedly, sits back casually, looks out of the window, clenches his jaw muscles, and begins to frown. At the end of your presentation, he rises abruptly from his chair, says ‘thank you for your ideas’ in an angry voice, and gives you a curt handshake. In the given scenario, the boss, through his non-verbal behaviour, conveys a message beyond the spoken words that he does not want to listen to your suggestions. Therefore, while the spoken or written words may be perfect, the non-verbal aspects could convey the exact opposite meaning. 1.1 Usage of Verbal Communication We communicate most of our ideas to others through verbal messages, i.e., through spoken or written messages. However, verbal messages have some drawbacks such as the message may not be properly worded, or the message may be misunderstood, or interpreted differently from its intended meaning. For example, even a simple statement like ‘let’s discuss this matter tomorrow’ might be interpreted by one person as ‘let’s meet tomorrow’ and by another as ‘let’s discuss this over the phone’. Miscommunication through verbal messages could be avoided by following a few simple guidelines which are as follows: Avoid words with multiple meanings Ensure clarity through highly specific statements Avoid overuse of jargons Avoid biased language and offensive words 5 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Types of Communication Let us now discuss these guidelines in detail. Avoid words with multiple meanings: Words sometimes tend to have different meanings in different cultures. Therefore, when communicating in a cross-cultural context, it is particularly important to avoid literal translation of words, since they might have a negative meaning in another culture. Example – The advertising campaign for Electrolux vacuum cleaners with the slogan ‘Nothing sucks like an Electrolux’ was introduced without any changes in the American market. However, the product failed since the word ‘sucks’ which is American slang, has a negative connotation which means ‘bad’. Even simple words used in the same cultural context could have multiple meanings and be interpreted differently. Example – If I ask you ’What kind of shape are you in?’, you might understand it to mean what kind of financial position you are in, whereas the intended meaning might have been ‘What kind of mental or physical state are you in? Therefore, when communicating verbally, it is important to use words that are precise, unambiguous, and have a single accepted meaning. Ensure clarity through highly specific statements: Instead of describing an object or idea in general terms or abstract language, use highly specific language to avoid a variety of interpretations. Example – If you are calling the IT support staff in your organisation to fix a problem with your computer, instead of saying ‘My computer doesn’t work’, it is better to state in more precise terms that ‘I get a message saying that my computer is not responding’. Avoid overuse of jargon: Jargon refers to technical terms or specialised vocabulary. Every profession has its jargon which only experts in that field can understand. For example, IT experts use terms like ‘computer architecture’ which the layperson may not understand. The use of jargon depends on the audience with whom you are communicating. A certain amount 6 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Types of Communication of jargon may be permissible when writing a technical report but should be avoided when communicating with a general audience, since the terms may not be understood. Most importantly, never use jargon just to impress your audience. Avoid biased language and offensive words: Biased language is the language that makes use of expressions that humiliate or exclude people based on their age, gender, race, ethnicity, social class, or specific mental or physical characteristics. Language has the power to arouse negative feelings if it is not used with care. This can happen when the words used seem to be objective but contain an intentional or unintentional bias. Example – Referring to a co-worker as ‘wishy-washy’ if he/she is not quick in making a decision, could lead to misunderstanding and conflict. Similarly, certain words may have a ‘sexist’ connotation and be taken offensively. For example, referring to a lady receptionist as ‘that female’. 1.2 Characteristics of Non-Verbal Communication We have defined non-verbal communication at the beginning of this topic. Let us now discuss some of its characteristics, which distinguish it from verbal communication. The characteristics of non-verbal communication are as follows: Non-verbal communication cannot be avoided Non-verbal communication is powerful Non-verbal communication is ambiguous Non-verbal communication cannot express all messages Non-verbal communication varies across cultures Let us now discuss more on these characteristics. Non-verbal communication cannot be avoided: While one can avoid verbal communication by refusing to speak or write, it is not possible to do the same with non-verbal communication. That is because non-verbal communication is not always intentional, unlike 7 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Types of Communication verbal messages, as pointed out earlier. Sometimes, silence itself may convey a lot of meaning. Example – A speaker making a presentation may find that the audience is not very interactive. Instead, he notices people yawning during his presentation. At the end of the session, when he asks for some feedback, there is total silence. From this example, we can say that the audience is bored with the session. The silence indicates that they have not listened to the session and that the feedback is negative. Non-verbal communication is powerful: Non-verbal communication helps us to form first impressions and make judgements of others. First impressions generally tend to be lasting impressions. Let us say you go for a job interview fifteen minutes late and dressed in informal attire. When asked some questions, you avoid eye contact. This immediately reflects on your attitude and the impression formed of you is that of a person who takes things casually, is insecure, and lacks knowledge. Non-verbal communication is ambiguous: While precise words can be used in verbal communication to ensure that the message is clearly understood, non-verbal communication is not always clear and easy to understand. For example, sitting back in a relaxed posture may be a signal of boredom or fatigue. Similarly, avoiding eye contact with your audience could mean that either you are nervous or guilty of something. Therefore, it is not possible to accurately understand the messages conveyed by non-verbal behaviour. Non-verbal communication cannot express all messages: Non-verbal behaviour can only express a person’s feelings, attitudes, level of interest, likes, or dislikes for something. Certain messages about ideas or concepts can only be expressed through the spoken or written word. 8 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Types of Communication Consider the following example to understand this. A sales manager wanting to report that sales for the current year has exceeded targets, can only do so through a written report or oral presentation. If he is making an oral presentation, his non-verbal behaviour can only indicate how pleased he is about the increase in sales. Non-verbal communication varies across cultures: While certain types of non-verbal behaviour are universal, others may be different in different cultures. Examples – There are different rules regarding the appropriateness of the handshake in oriental and western cultures. Generally, in oriental cultures like India, any form of physical contact is not common and is interpreted as being intimate, while it is an accepted thing in western countries. Similarly, a nod of the head means yes in some cultures and no in other cultures. Bowing to your superior is considered a mark of respect in Japan, but is considered unacceptable in the U.S.A. Arabic cultures use prolonged eye-contact to show their interest. But, in countries of Latin America, this is avoided. Business people stand close together while talking in Latin American countries. But, western countries find such closeness uncomfortable. In this age of business communication across cultures, it is important for you to understand these differences, especially when doing business overseas. Failure to do this could lead to costly blunders. 2. Summary Here is a quick recap of what we have learnt so far: Communication can be divided into two broad areas – verbal and non-verbal communication. Verbal communication occurs with the help of words. 9 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Types of Communication Verbal communication is of 2 types- oral communication and written communication. Non-verbal communication may be defined as communication without words. It refers to any way of conveying meanings without the use of verbal language. Miscommunication through verbal messages could be avoided by following a few simple guidelines which are as follows: o Avoid words with multiple meanings o Ensure clarity through highly specific statements o Avoid overuse of jargons o Avoid biased language and offensive words 3. Glossary Active An effective means of communication in which there is congruence communication between verbal and non-verbal communication and in which feelings are expressed accurately. Memo A short message or record used for internal communication in a business. Performance The process of measuring and analysing the work of an employee. reviews 10 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Segment: Types and Channels of Communication Topic: Classification of Non-verbal Communication Topic: Introduction Classification of Nonverbal Communication Table of Contents 1. Classification of Non-verbal Communication.................................................................................. 4 2. Summary......................................................................................................................................... 9 2 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Nonverbal Communication Introduction In the previous topic, we discussed the two major types of communication i.e. Verbal communication and Non-verbal communication. We know that verbal communication occurs with the help of words and it provides the opportunity for personal contact and a two-way flow of information. On the other hand, non-verbal communication is a type of communication without words. In this topic, we shall discuss the classification of non-verbal communication. Learning Objectives At the end of this topic, you will be able to: list the different types of non-verbal communication discuss the various aspects of non-verbal communication. 3 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Nonverbal Communication 1. Classification of Non-verbal Communication We have discussed how non-verbal communication plays an important role in business communication. Given its importance, an understanding of the different types of non-verbal communication is essential. Non-verbal communication can employ audio and video signals to communicate messages. The ringing of a telephone, blaring of a siren are examples of audio signals. A blaring siren in a factory can indicate to workers that their shift has come to an end. By using audio signals, we can communicate with a vast number of people scattered over a large area. Visual signals include posters, charts, graphs, and drawings. Visual signals grab the attention of the people. They can be used to overcome linguistic barriers. There is a common misconception that non-verbal communication is synonymous with body language and includes only body language. The fact is that, it is a vast area that has been widely researched and includes several aspects. Table 1 lists the different types of non-verbal communication, with the corresponding communication terminology. Table 1: Types of Non-verbal Communication Description Communication Terminology Body language Kinesics Touching Haptics Personal space and distance Proxemics Use of time Chronemics Tone of voice Paralanguage Physical environment Physical context Let us discuss each of the aspects of non-verbal communication listed in table 1. 1. Kinesics: Kinesics is the most often studied and important area of non-verbal communication and refers to body movements of any kind. Different body movements can express inner states of emotion. The different body movements are: Facial expressions – Facial expressions can convey feelings of surprise, happiness, anger, and sadness. If you meet a long-lost friend and say, “I am very happy to meet you again”, but with a sad facial expression, it conveys the exact opposite meaning. 4 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Nonverbal Communication Eye movements – The eye movements such as wide-open pupils express feelings of surprise, excitement, or even fear. The importance of eye contact with one’s audience was pointed out earlier. Direct eye contact is an indication of intensity and interest, while a lack of it can convey feelings of nervousness and guilt. As prolonged eye contact can intimidate people, it is not a good idea to stare at people. Different cultures perceive eye contact differently. In Asia, Latin America, and Africa, people avoid direct eye contact to show respect. Arabs use prolonged eye contact to measure trustworthiness. Gestures – The gestures such as the movement of the hands while giving a lecture or presentation indicates a high level of involvement in what you are saying. On the other hand, shuffling of the feet is a sign of nervousness, and speaking with one’s hands in one’s pockets is considered to be casual or even rude. Head movements – The head movements like nodding the head can convey interest, appreciation, agreement, or understanding. Posture – Posture, refers to carriage or attitude. Our posture can indicate our feelings. In formal settings such as job interviews or classroom settings, it is essential that you maintain an erect posture to convey that you are attentive since slouching or a relaxed posture conveys a casual attitude. Similarly, crossing your arms and legs can convey that you are defensive and rigid. Uncrossing your arms and legs can indicate that you are willing to listen. Physical appearance – Our outward appearance, including the way we dress and the jewellery and make-up that we wear can convey an impression of formality or informality. Going to a job interview dressed in blue jeans or not sticking to a stipulated dress code at the workplace can convey that you are a rebel, non-conformist, or a very casual person. Therefore, it is important to take care of your appearance, so that you convey the right meaning to others. 2. Haptics: Haptics refers to communication through touch. We can use touch to communicate affection, assurance, familiarity, comfort, sympathy, and other emotions. Touching can also be interpreted as an assault. Hence, we must use touch as a communication tool carefully. Touching is used for the following purposes: 5 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Nonverbal Communication Working – Professionals such as doctors, dentists, hairdressers, and airport security staff need to touch people in the normal course of their work. Greeting – Contact through touch is part of the greeting ritual. We often use handshakes to greet people. Retaining contact for a greater duration of time can convey feelings of friendship or domination. In some cultures, people also embrace or rub noses to greet people. Establishing friendships – A friendly pat or a comforting touch can help in establishing amicable relationships. Guiding – A touch on the back, shoulder or arm can help to guide people in the correct direction. Managing interactions – Touching is used to manage interactions. We can gently touch the shoulder or arm to gain the attention of a person. The importance given to touch varies with culture. Asian cultures forbid displays of affection. Hence, touching is not encouraged in such cultures. Cultures, like Germany and England, that have rigid status structures and stress emotional restraint give lesser importance to touching when compared to the countries in the Middle East and Latin America. 3. Proxemics: Proxemics is derived from the word ‘proximity’ or closeness and is the communication term for personal space and distance. Space and distance which we choose to keep from people is also part of non-verbal communication. Each of us has our own inner and outer circles, which differ for different people. The different types of spaces are as follows: Intimate space – Our innermost circle is an ‘intimate space’, into which we generally admit only select people such as family and close friends. Personal space – A ‘personal space’ might include other friends and colleagues or co- workers. The intimate and personal spaces involve the communication of an informal nature. Social and public space – The ’social and public space’ includes official or workplace relationships, where communication is of a more formal nature. 6 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Nonverbal Communication In a business context, it is more relevant to understand the concept of the following spaces: Fixed space – Fixed space means that the physical features of the work environment such as furniture, room size, and seating arrangement are permanent. This conveys an impression of formality. Semi-fixed space – Semi-fixed space means that certain elements of the environment can be changed. For example, changing the seating arrangement conveys an impression of informality. Sometimes, the use of space at the workplace can determine leadership positions. For example, seating at the head of the table conveys leadership or authority. A round table meeting, however, conveys the idea of equality, since no one can be seated at the head of the table. All points of a circle are the same. That is why when heads of state meet (as in UN Security Council meetings), it is always a round table discussion since all heads are equal. Space should, therefore, be used carefully in a work environment, so as to convey the right impressions. 4. Chronemics: Chronemics refers to the study of the usage of time. This includes our attitudes towards punctuality and willingness to wait. It also deals with the manner in which we structure our time and interactions. The perception of importance of time varies between individuals and cultures. For example, in most western culture’s punctuality is considered to be important. Arriving late for a business meeting is inexcusable. In other cultures, it is more relaxed, and time is not given that much importance. We convey messages to others through the time we spend on a work-related activity or by the importance that we give to time. Arriving early at work or for a job interview shows interest, involvement, and seriousness. Spending time with employees and giving them suggestions on how to improve their performance shows interest and involvement in their career growth. 7 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Nonverbal Communication 5. Paralanguage: Para means ‘like’ or ‘similar to’, therefore paralanguage means ‘like language’. Of all the forms of non-verbal communication, paralanguage is closest to verbal communication. It refers to the tone of voice with which something is said. In other words, it is ‘how’ something is said, and not ‘what’ is said. The tone of voice includes the pitch (high or low pitch), the pace (slow or fast) the emphasis on words and the volume (soft or loud) and can convey different moods and emotions. For example, the statement, “I practice good business communication.” can be understood in different ways, depending on the emphasis on certain words. When more emphasis is given to ‘I’ while saying “I practice good business communication.” means that the speaker alone practices it above anyone else. On the other hand, placing more emphasis on ‘practice good business communication’ could be interpreted to mean that the speaker communicates particularly well in a business context, rather than in a general context. The important point to keep in mind regarding the tone of voice is to avoid mixed signals - that is, making sure that what you say is consistent with how you say it. 6. Physical context: Physical context refers to the physical environment or surroundings within which we communicate. This includes the following aspects: Colour and layout – Colours are known for their symbolic meaning and have associations with different feelings. For example, colours like black and grey are associated with death, mourning, and negative feelings. Yellow and green are associated with more positive feelings. Of course, these can also vary across cultures. The point to remember is that you can make the right impressions with the use of the right colours. Layout in a work environment refers to the size of an office or the arrangement of furniture. Design – Design refers to the type of chairs, desks, or carpeting. All these can convey status, formality, or informality. Space management – Space management refers to the arrangement of workspaces of people who regularly work together. It can influence employee interactions and enable effective communication. It includes the size and sequence of offices, the length, and width of hallways, the arrangement of the meeting rooms, etc. 8 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Nonverbal Communication Location – The location in which we communicate influences the manner and nature of communication. Communication done from a podium to a vast audience needs to be loud. The same form of communication cannot be done in a meeting room. The actual location of the office space communicates status. An office located in the business district of a city conveys greater success in the business when compared to one located in the suburbs. Distance – The physical distance between the people communicating influences the nature of communication. Virtual offices or communicating with long-distance partners require different forms of communication like telephone messages, videoconferencing, e-mail, etc. We have discussed how the types of non-verbal communication outnumber the types of verbal communication. Non-verbal communication is an important supplement to verbal communication and can enhance verbal communication if used in a positive way. The sender should use the right non-verbal cues to convey a positive message, while the receiver should learn to look for unintended messages conveyed by non-verbal communication. Activity 1 Observe a person with whom you work or interact regularly and note down the messages (both positive and negative) that he/she conveys through his/her nonverbal behaviour in terms of a) Tone of voice b) Dress c) Body language and d) Use of personal space and distance. 2. Summary Here is a quick recap of what we have learnt so far: 9 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Nonverbal Communication The different types of non-verbal communication, are Kinesics (body language), Haptics (Touching), Proxemics, (Personal space and distance), Chronemics (use of time), Paralanguage(tone of voice) and Physical context(Physical environment) Kinesics is the most often studied and important area of non-verbal communication and refers to body movements of any kind. Haptics refers to communication through touch. We can use touch to communicate affection, assurance, familiarity, comfort, sympathy, and other emotions. Proxemics is derived from the word ‘proximity’ or closeness and is the communication term for personal space and distance. Chronemics refers to the study of the usage of time. Paralanguage refers to the tone of voice with which something is said. In other words, it is ‘how’ something is said, and not ‘what’ is said. Physical context refers to the physical environment or surroundings within which we communicate. Non-verbal communication is an important supplement to verbal communication and can enhance verbal communication if used in a positive way. The sender should use the right non-verbal cues to convey a positive message, while the receiver should learn to look for unintended messages conveyed by non-verbal communication. 10 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Segment: Types and Channels of Communication Topic: Classification of Communication Channels Topic: Introduction Classification of Communication Channels Table of Contents 1. Classification of Communication Channels...................................................................................... 4 1.1 Two-way, Face-to-face Channels............................................................................................. 4 1.2 Two-way, but not Face-to-face Channels............................................................................... 5 1.3 One-way, not Face-to-face Channels...................................................................................... 6 1.4 Selecting the Appropriate Channel......................................................................................... 6 1.5 Comparison of Oral and Written Communication Channels.................................................. 8 2. Summary......................................................................................................................................... 8 3. Glossary........................................................................................................................................... 9 2 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication Channels Introduction In the previous segment, we discussed the communication process in detail and examined each of the elements of communication. The channel or medium of communication was mentioned as one of the key elements. It was pointed out that selection of a wrong channel can lead to communication failure. There is a saying that ‘the medium is the message’. This means that the choice of a channel itself can speak volumes, without a written or spoken message. For example, advertising a product in an exclusive magazine conveys the message that the product is of high quality. This topic will focus entirely on channels of communication. The relative advantages and disadvantages of the different types of channels will be explained and guidelines will be offered on how to choose the right channel in a particular business situation. Learning Objectives At the end of this topic, you will be able to: list the types of communication channels list the advantages and limitations of each type of communication channels categorise the different channels of communication select which channel to use in different situations, as a business communicator. 3 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication Channels 1. Classification of Communication Channels We have discussed the two broad types of communication – verbal and non-verbal, in detail. We will now examine the choice of channels for different business situations. As a business communicator, within oral and written communication, you will have a choice of a variety of channels through which to deliver your message. Oral communication could take place through a face-to-face meeting, telephone, or teleconferencing. Written communication could take the form of letters, reports, memos, or email. A basic understanding of the nature of the different channels is required, so as to be able to choose the right channel in a given situation. Based on three criteria such as whether the communication is oral, written, or non-verbal, the level of feedback, and the personal nature of the communication channels could be classified into the following three types: Two-way, face-to-face channels Two way, but not face-to-face channels One-way, not face-to-face channels Let us now discuss these channels of communication. 1.1 Two-way, Face-to-face Channels In this type of communication channel, the communication is oral and non-verbal, immediate feedback is possible and the communication is of a highly personalised nature. This type of communication channel could take the form of one-to-one meetings (a superior doing a performance appraisal with an employee), meetings involving small groups of people (board meetings), large gatherings (a speaker making a presentation to a large audience) or video conferences. Video conferencing requires special rooms equipped with cameras and television screens. Through this, people can see and interact with each other in real-time even if they are located far apart. It also enables participants to share files like spreadsheets and presentations. Organisations use video conferencing to conduct interviews and meetings. 4 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication Channels The advantages of using this type of communication channel are: Non-verbal communication such as gestures, facial expressions, and tone of voice can be used to make the communication more effective. Immediate feedback is possible in the form of questions, clarifications, or suggestions. The personal quality of communication is enhanced. This is especially true of one-to-one meetings, where problems and conflicts can be easily resolved. The disadvantages of this type of communication channel are: Difficulty in getting people together and arranging face-to-face meetings. Personal meetings are also expensive and time-consuming, especially when people are separated by distances. 1.2 Two-way, but not Face-to-face Channels With the advent of new technologies, communication can now be two ways, without being face to face, when distance makes such meetings impractical. Teleconferencing, telephone, and email communication are all examples of this type of channel. In this type, the communication is purely oral, since non-verbal cues cannot be used to enhance the communication, in the absence of face-to-face contact. Immediate feedback is, however, possible, as with the face-to-face channel, since the receiver can react immediately to the sender’s telephone or email message. The communication which happens through this type of communication channel is impersonal, due to lack of face-to-face contact. Teleconferencing is almost as good as face-to-face communication since it enables two parties in different locations to speak to each other. Today, many large Indian organisations make use of this technology. While teleconferencing has the advantage of saving time and costs involved in travel, it cannot replace face-to-face meetings completely. Some types of interaction such as brainstorming, negotiation, persuasion, and problem-solving can be conducted better through face-to-face meetings. Telephone communication has the advantage of being able to contact people who would be impossible to reach in person. It is also relatively inexpensive, compared to face-to-face communication. The disadvantage is that it is hard to hold the listener’s attention for too long. 5 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication Channels An Email is another two-way, but not face-to-face channel that allows senders and receivers to send and respond to one another’s messages almost instantaneously. Within an office, email is used as an alternative to telephone communication and personal meetings. Email has the advantage of low cost, speed, and the ability to send messages to several people anywhere in the world. The disadvantages are its impersonal nature and the lack of confidentiality since the messages can be stored or passed on to others. 1.3 One-way, not Face-to-face Channels All forms of written communication mentioned earlier – letters, reports, memos, notices, etc., may be classified under this type of channel. Written communication is largely one-way communication since there is usually no instantaneous feedback between the sender and the receiver. It is also purely verbal, since non-verbal communication is not possible, in the absence of face-to-face contact. It lacks the personal quality of face-to-face communication, although it could be personalised to an extent in some forms such as letters. For example, a sales letter addressed to a customer could be made highly personal, by addressing the customer by name and customising a product to his needs. 1.4 Selecting the Appropriate Channel Let us now discuss the appropriateness of each of the channels of business communication for different business situations. Although there is no hard and fast rule, the following guidelines would be useful when selecting a channel for a particular situation: When trying to solve problems or improve relationships, oral face-to-face communication is generally the most effective form of communication. This is because of the personal nature of face-to-face communication, which makes it more suitable than the other channels of communication. When there is a need for visual support in explaining an idea, oral face-to-face communication is the most appropriate channel. For example, highlighting the unique features of a product may require actual product demonstration through face-to-face contact. Explaining a concept may require showing photographs or diagrams through a slide presentation, which is best done face- to-face. 6 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication Channels For making immediate contact, oral face-to-face communication is required. For example, if you want to have the funds in an account released now, you would have to meet a bank manager personally. Putting your request in a letter or through a telephone call may not be of much help. When you want to command a high degree of control over the receiver, oral face-to-face communication works best. This is because, as a speaker, you will have greater command over a listener’s attention than if you write a letter or a report, which may not be read at all. When there is a need for immediate feedback, oral communication, either face-to-face or non- face-to-face, such as telephone, teleconferencing, or email, maybe equally appropriate. Apart from these, the following criteria would justify the need for a one-way, non-face-to-face, i.e., written channel: When you want the tone of the communication to be formal, written communication is more appropriate than oral communication. For example, communication with the government regarding compliance with tax matters, or with the bank regarding funds for expansion should always be highly formal, through written letters or reports. When you want to explain complicated ideas that require a lot of study and thought by the receiver, written communication is best. For example, explaining the features of a machine is best done through a technical report giving details and technical specifications. When you want to convey a large amount of information, written communication is most suitable. It would be difficult to convey this through a lengthy oral presentation, since the speaker would be unable to command a captive audience for too long. The same is true of telephone communication, which should be kept brief. On the other hand, it is possible to include several details in a written report that the receiver can read and re-read, at leisure. The written channel is also more appropriate when you wish to keep a permanent record of happenings. For example, the minutes of a business meeting should always be recorded in writing. Written appointment letters should be given to new employees at the time of joining an organisation. 7 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication Channels 1.5 Comparison of Oral and Written Communication Channels It is evident that oral and written channels both have their relative advantages and disadvantages. This is summarised in the table 1, which rates each of these channels as ‘high’ or ‘low’ on different dimensions. Table 1: Advantages and Disadvantages of Oral and Written Channels Communication channels should be selected with care, keeping in mind the requirement of the situation at hand, as well the inherent advantages and disadvantages of each channel. In some cases, it may be necessary to use a combination of channels, to make sure that the message reaches the sender. For example, providing a written research report along with a presentation on findings of a study, or making a follow-up phone call after sending an email message is bound to have more impact and to ensure that the message is well understood. 2. Summary Here is a quick recap of what we have learnt so far: The communication channels could be classified into three types: o Two-way, face-to-face channels o Two way, but not face-to-face channels o One-way, not face-to-face channels When trying to solve problems or improve relationships, oral face-to-face communication is generally the most effective form of communication. 8 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Classification of Communication Channels When you want the tone of the communication to be formal, written communication is more appropriate than oral communication. The written channel is also more appropriate when you wish to keep a permanent record of happenings. Communication channels should be selected with care, keeping in mind the requirement of the situation at hand, as well the inherent advantages and disadvantages of each channel. 3. Glossary Memo A short message or record used for internal communication in a business. 9 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Segment: Types and Channels of Communication Topic: Types of Business Communication Topic: Introduction Types of Business Communication Table of Contents 1. Types of Business Communication................................................................................................. 5 1.1 Internal Business Communication........................................................................................... 6 1.2 External Business Communication.......................................................................................... 9 2. Summary....................................................................................................................................... 15 2 ©COPYRIGHT 2019, ALL RIGHTS RESERVED. MANIPAL ACADEMY OF HIGHER EDUCATION Types of Business Communication Introduction In the previous topic, we discussed the channels of communication, the relative advantages and disadvantages of the different types of channels of communication. We also learnt the guidelines to choose the right channel in a particular business situation. In this topic, we will discuss the specifics of business communication and what it involves. We will discuss how a manager has to maintain communication linka

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