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MCOM 2 All right are reserved with CU-IDOL PROFESSIONAL BUSINESS PROFESSIONAL BUSINESS COMMUNICATION-I COMMUNICATION-I Course Code: M Com Semester: First SLM Unit : 1-2 Unit: 1 www.cuidol.in Unit-1-2 (MCM-603)

PROFESSIONAL BUSINESS COMMUNICATION-I OBJECTIVES INTRODUCTION 33 After studying this unit, you will be able to: Communication is something everyone does Explain the meaning, types and process of every day in different settings such as family, social group, or professional work teams communication. Analyse the barriers that reduce communication Individuals do not like to live and function in effectiveness.. isolation; they work in groups, develop Explain the meaning and importance of interpersonal common goals or interests and cooperate to relations. achieve their objectives. Describe how team spirit and coordinating skills Accordingly, in the human resource can be created. development context, interpersonal relationship, group dynamics and team building have assumed great significance. www.cuidol.in . Unit-1-2 (MCM-603) INSTITUTE OF DISTANCE ANADllOrNigLhINt EarLeEAreRsNeIrNvGed with CU-IDOL

Topics 4 PROFESSIONAL BUSINESS All right are reserved with CU-IDOL COMMUNICATION-I > Communication : Meaning, Types, Process, Barriers > Understanding Workplace Communication > 7C’s of Effective Communication > Effective Satisfying Relationships > Team spirit > Coordinating Skills www.cuidol.in Unit-1-2 (MCM-603)

What is Communication? 5 ❑ Derived from the Latin word \"communis,\" meaning to share. ❑ Communication is exchange of thoughts, messages, or information by speech, visuals, signals, writing, or behaviour. ❑ Transmission of an idea or feeling so that the sender and receiver share the same understanding. ❑ Every communication involves (at least) one sender, a http://www.pngall.com/wp- message and a recipient. This may sound simple, but content/uploads/2017/05/Communication- communication is actually a very complex subject. Download-PNG.png wwwww.cuwid.coul.iidnol.in Unit-1(MCM -603) Unit-1-2 (MCM-603) INSTITAUlTl ErOigFhDt IaSrTeANreCsEeArNveDdOwNiLtIhNECLUE-AIDRNOINLG

Types of Communication-Verbal 6 Verbal communication is possible through oral and written forms (a) Oral Communication: Oral communication can take a variety of forms. It can be a private discussion, a conversation over lunch, a gossip in the lift, a telephone conversation, an informal get-together of staff, interviews with clients, giving a presentation or meeting with employees. (b) Written Communication: Written communication is widely used where oral communication is not suitable. It is necessary when messages are to be carefully formulated, through editing and revising processes. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Non-verbal Communication 7 It is also referred to as meta-communication – as it is beyond verbal. It encompasses all the communication that occurs without the use of words. (a) Voluntary and Involuntary: Many communicators may send involuntarily non-verbal messages. (b) Conscious and Subliminal: Conscious communication is focused on growing strong,mutually enriching relationship. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Process of Communication 8 www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Barriers To Communication 9 ➢ Human: There are two human elements in the communication process ― sender and receiver ➢ Technical: There is one technical element, channel in the communication. It is based on technology in use ➢ Language: There is language element in encoding message ➢ Process: The process elements of sender are: ideation, encoding and transmitting. In case of receiver, the elements are: receiving, decoding, understanding and responding. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Understanding Workplace Communication 10 www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Types of Communication 11 Communication can be categorized as intrapersonal, interpersonal and group communication. ➢ Intrapersonal communication Communication involves symbolizing perceptions of reality in the environment. ➢ Observation: Observing objects, events and person and understanding them. ➢ Writing: Recording of one’s thoughts or observations or just copying a text to aid memorizing. ➢ Thinking loud: The semi — constant internal monologue one has with oneself at a conscious or semi-conscious level. ➢ Speaking aloud: Reading aloud and making gestures while thinking. ➢ Dreaming: Daydreaming and lucid dreaming in which one communicates to self. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Interpersonal Communication 12 ➢ The exchange of information between two or more people. ➢ It is the process by which people exchange information, feelings and meaning through verbal and non-verbal messages. www.cuidol.in Unit-1-2 (MCM-603) https://www.flickr.com/photos/bovee_thill/40 340752052 All right are reserved with CU-IDOL

Group Communication 13 Group communication is a mode of communication in an organization, between employers and employees, and employees in teams/groups. The term \"group communication\" refers to the messages that are exchanged by group members. The Message can be both verbal or nonverbal. It is important to groups because it is through the exchange of messages that group members participate, maintain the group identity, determine goals, motivate participation, and do the many things that keep the group intact. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

7C’s Of Effective Communication 14 ➢ Clear : To make message clear, observe the following tips. ➢ Concise: Be concise in your communication ➢ Concrete : Provide evidence or support to your ideas. ➢ Correct : Correct communication is error-free communication ➢ Coherent : Make your communication coherent, by adopting logical principles. ➢ Complete : In a complete message, the audience has everything they need to be informed and, if applicable, take action. ➢ Courteous : Courteous communication is friendly, open, and honest. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Effective Satisfying Relationships 15 ➢ First Stage – Acquaintance: Employees come to know each other through meetings and training programmes. ➢ Second Stage – The Build up Stage: Individuals start trusting each other, as social exchanges turn out to be satisfying and fulfilling. ➢ Third Stage – Continuation Stage: This is the stage when relationship blossoms into lasting commitments. ➢ Fourth Stage – Deterioration: Lack of compatibility, trust, love and care often lead to misunderstandings and serious troubles in relationship ➢ Fifth Stage – The Termination Stage: Relationship terminates due to death, transfer or separation www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Tips for effective satisfying relationships at work place 16 Let us go through some tips to improve interpersonal relationship All right are reserved with CU-IDOL at workplace. ➢ Maintain decorum of office ➢ Do not interfere in your colleague’s work ➢ Give space to your fellow workers ➢ Do not spread baseless rumours at workplace ➢ Pass on correct information to others ➢ Do not share all your secrets with your coworkers ➢ Leave your ego behind ➢ Do not scold any employee ➢ Stay away from politics www.cuidol.in Unit-1-2 (MCM-603)

Team Spirit 17 The differences that distinguish teams with groups:- www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Importance of Team Spirit 18 Team spirit and team work are important for organizations in many ways. 1. Bonding: Teamwork is important in an organization because it provides employees with an opportunity to bond with one another, which improves relations among them. 2. Cooperation: Team spirit encourages team members to examine how they work together, identify their weaknesses, and develop more effective ways of cooperating. 3. Responsibility: Teamwork increases the accountability of every member of the team, especially when working under people who command a lot of respect within the business. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Coordinating Skills 19 Coordination Skills The skills of coordination can be classified into three categories- (i) Relationship skills (ii) Process skills and (iii) Task skills.. (i) Relationship Skills (a) Sets the scene and sets the tone: » Conveys energy, enthusiasm and personal warmth. » Appears relaxed, alert and assure. » Makes good use of the physical environment and resources. » Motivates group members. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Process skills 20 (a) Takes responsibility for the process: » establishes a sense of direction/vision with the team. » Demonstrates familiarity with the procedure, structure. » Sets ground rules and responsibilities related to work processes. » Respects and preserves confidentiality. » Manages the work process with confidence. » Handles challenges to the work processes. » Is alert to ethical dilemmas and handles them safely. » Develops and adjusts coordination structure to ensure fit with operational realities. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Task skills 21 (a) Works towards quality delivery with the members on tasks: » Actively participates to determine the deliverables. » Keeps options open to find better solutions. » Finds practical ways to interrelate members ` goals. » Remains alert to and picks up on areas for further attention. » Including data, organizational and personal aspects. » Demonstrates having an attention to the detail and awareness of the bigger picture. » Adheres to standards, and is alert to good practices. » Uses strategies to overcome deadlock in work progress. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Key Words/Abbreviations 22 ❖ Message: A message is a discrete unit of communication intended by the source for consumption by some recipient or group of recipients ❖ Noise: Noise is an unwanted signal which interferes with the original message signal and changes the meaning of communication. ❖ Team spirit: It is the feeling of pride and loyalty that exists among the members of a team and that makes them want their team to do well or to be the best ❖ Coordinating Skills: They include relationship skills, process skills and task skills. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

Summary 23 ❖ Communication is exchange of thoughts, messages, or information by speech, visuals, signals, writing, or behaviour. ❖ Business communication is the sharing of information between people within an organization that is performed for the commercial benefit of the organization. ❖ Communication Process—Sender—Encoding—Message—Channel—Decoding—Receiver— decoding—Feedback ❖ Non-Verbal Communication—When a message is communicated without using a word, the process requires using non-verbal cues like (facial expression, eye movement) to pass the information. ❖ Interpersonal Communication—The exchange of information between two or more people. ❖ Intrapersonal communication—It is a method of communication that helps every person to communicate with himself or herself. It helps in clarifying what is known as the self-concept. ❖ Group Communication- Group communication is a mode of communication in an organization, between employers and employees, and employees in teams/groups. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

FAQ 1. Define communication. Ans: “Communication is the transmission of information, idea, emotion, skills, etc., by the use of symbols- 24 words, pictures, figures, graphs, etc. It is the act or process of transmission that is usually called communication”. (Berelson and Steiner, 1964). (for more definitions refer page no.2 in SLM) 2. Explain the two types of communication. Ans: The different types of communication based on media are: Verbal (oral and written) and Non-verbal. (for more information refer to pages no. 3,4,5 in SLM) 3. Classify the three catagories of skills of coordination. Ans: The skills of coordination can be classified into three categories - (i) Relationship skills (ii) Process skills and (iii) Task skills.( for more information see page no. in SLM) 4. What are goals? How is it set? Ans: Goals are desired outcomes for individuals, groups and entire organizations. Individual personality development objectives focus on shaping attitudes and developing knowledge and skills.(for further details see page no. 45 in SLM) www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

MCQ 1. Nonverbal communication may also be referred to as 25 (a) Meta communication (b) Ulterior communication (c) Face- to face communication (d) All the above 2. An important characteristic of two-way communication is (a) Noise (b) Semantics (c) Feedback (d) Proxemics 3 Interpersonal relationship is characterized by (a) Acquaintance (b) Friendship (c) Love (d) All of the above 4 One of the tools for making employees aware of their duties and responsibilities is: (a) Job specification (b) Organization manual (c) Job description (d) Job enlargement www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

References 26 Text Books 1. Krishnamacharyulu, C.S.G. &Lalitha Ramakrishnan (2014), Business Communication: Text, Cases and Laboratory Manual, 2/e, New Delhi: Himalaya Publishing House. 2. Aruna, Koneru (2008), Professional Communication, New Delhi: The McGraw Hill Companies. 3. Stephen M. Robbins and Seema Sanghi(2005), Organizational Behavior, New Delhi: Pearson Education Asia 4. Newstorm, John W. (2007), Organizational Behaviour, New Delhi: Tata Mc Grawhill Reference Books 1. Lesikar, Raymond. V; Flatley, Marie. E; Rentz, Kathryn; Lentz, Paula and Neeraj Pande (2015), Business Communication: Connecting in a Digital World, 13/e, New Delhi: McGraw Hill Education. 2. Asha Kaul (2009), Business Communication, New Delhi: PHI Learning Pvt. Ltd. 3 Drucker, Peter F. (1970), Practice of Management, Mumbai: Allied Publishers. 4 . Canary, Daniel J. & Dainton, Marianne (2003), Maintaining Relationships through Communication: Relational, Contextual, and Cultural Variations. New jersey: Lawrence Erlbaum Associates. www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL

27 THANK YOU For queries Email: [email protected] www.cuidol.in Unit-1-2 (MCM-603) All right are reserved with CU-IDOL