Business Communication Komunikasi dan Et
Business Communication
Komunikasi dan Etika Bisnis TUP 401
Sunday Noya
Industrial Eng. Dept.
After studying this topic,
you should be able to:
1. Describe the communication process and
model in business.
2. Understand an effective communication in
the workplace
3. Identify the usage of technology in
supporting an effective communication.
4. Describe the supervisory communication.
What is Business Communication?
• Business communication is the
giving and receiving of feedback
between individuals and/or groups
for the purpose of exchanging
information and altering or
enhancing performance.
Importance of Good
Communication in a firm
• Good Communication allows a firm to
–
–
–
–
Learn new skills and technologies.
Become more responsive to customers.
Improve Quality of their product or service.
Foster innovation
• Effective communication is needed by
all Managers.
Business Communication Must Be
•
•
•
•
•
•
•
Brief
Well-designed
Precise
Specific
Short
Net & clear
Understandable & comprehensive
Business Communication Process
Finance Dept
Change in
payment systems
Sender or
Instigator
E-mail
Channel
Medium
Feedback
Receiver
Communication Skills for Managers as
Senders
u
u
u
u
u
u
Send clear and complete messages.
Encode messages in symbols the receiver
understands.
Select a medium appropriate for the message
AND monitored by the receiver.
Avoid filtering (holding back information) and
distortion as the message passes through other
workers.
Ensure a feedback mechanism is included in the
message.
Provide accurate information to avoid rumors.
Business Communication
The Medium
The Medium
• How the communication is to be made
• Important to select an appropriate medium
for the message:
• Need to consider the needs of the sender,
the nature of the receiver and the aims of the
communication
• Inappropriate medium can be a barrier to
effective communication
The Medium
• Medium:
– Letters
– Memo
– Report
– Notice board
– Faxes
– Telephone
– E-mail
– Face to face
– Body language
– Video/video conferencing
– Internet
Information Richness and Media
Type
High
Richness
Face-to-face
communication
Verbal communication
electronically
transmitted
Verbal communication
electronically
transmitted
Low
Richness
Impersonal written
communication
Communication Media
Face-to-Face: highest information richness.
•
•
Can take advantage of verbal and nonverbal signals.
Provides for instant feedback.
– Management by wandering around takes advantage of this
with informal talks to workers.
•
Video Conferences: provide much of this richness.
– Reduce travel costs and meeting times.
Verbal Communication electronically
transmitted: has next highest richness.
•
Phone conversations, but no visual nonverbal cues.
– Do have tone of voice, sender‟s emphasis and quick
feedback.
Communication Media
Personally Addressed Written Communication: lower
richness than the verbal forms, but still is directed at a
given person.
•
Personal addressing helps ensure receiver reads it.
– Letters and e-mail are common forms.
•
Cannot provide instant feedback to sender but can get
feedback later.
– Excellent for complex messages needing follow-up.
Impersonal Written Communication: lowest richness.
•
Good for messages to many receivers. Little feedback is
expected.
– Newsletters, reports are examples.
E-Mail Trends
–
E-mail use is growing rapidly in large firms, and
there are even special e-mail etiquette:
•
•
•
–
Words in all CAPITALS are seen as “screaming” at
the receiver.
Punctuate your messages for easy reading and
don‟t ramble on.
Pay attention to spelling and treat like a written
letter.
E-mail has allowed telecommuting, where
workers can work from home and be in touch
with e-mail.
The Medium
• Choice of medium affected by:
–
–
–
–
–
Need for record
Direction of the information flow
Number of people to be reached
Confidentiality
Nature of the information – length, complexity,
speed of transfer
– Cost of the medium
Value
Value
• Vast majority of problems in business
are caused by ineffective
communication in one form or another
• Businesses essentially human focused
organisations
• Value of good communications
therefore inestimable
To Whom?
To Whom?
• Who the communication is aimed at
is an important factor:
• The nature of the medium and the content
may depend on who it is aimed at
• Necessity of being sensitive
to the receiver
• Should communication be formal
or informal?
To Whom
• E-mail communication:
– Does it need to adhere to normal rules
of spelling, punctuation and grammar?
– Is it appropriate to use text speak?
• Is this OK 4U or is txt 1 stp 2fr?
– Are there different rules for different situations?
– How do you know what the receiver expects?
– What damage can be caused by inappropriate email messages?
Communication Skills for Managers
as Receivers
•
•
Pay Attention to what is sent as a
message.
Be a good listener: don‟t interrupt.
– Ask questions to clarify your understanding.
•
•
Be empathetic: try to understand what the
sender feels.
Understand linguistic styles: different
people speak differently.
– Speed, tone, pausing all impact communication.
– This is particularly true across cultures.
– Managers should expect and plan for this.
The Message
The Message
• What is the communication designed to
achieve?
• This needs to be considered carefully
to judge the best method of delivery
and to judge the effectiveness of the
feedback as to whether the message
has been successful.
Type
• Type of message may be an important factor in
determining the medium, content, approach, etc.
• Good news?
• Bad news?
• Information?
• Instruction?
• Each of the above may require a different approach
and a different medium.
Role of ICT
Impact of Technology
• Telephone - significant, almost impossible to
run business without one!
• „Newer technology‟ – has had less time to
make impact
• Fax was important for transfer of
text/diagrams and signed documents
– Email now more prominent
• Computerised information systems are vital
to most organisations
– (and many individuals!)
Impact of Technology
• Short step: from computers to store/process
information …..to … computers as
communications interface to transact business
• Email use has increased
• EDI (Electronic Data interchange) use is
widespread (e.g. automotive/retail industry)
• Internet shopping/trading has become common
place
• Marketing and information searching - explosion
on web
Types of information transmitted
• Computer based communications cater for
most types of information transfer
• text, structured (e.g. database), images,
audio (sounds +voice), video, video
conferencing
• multimedia - combines advantages of various
types
– presentations, advertising etc
Communication: The Role of ICT
In business, communication can be:
• between individuals
• between individuals and organisations
• within a business
• between a business and an external
organisation
Examples of ICT Use
•
•
•
•
•
Mobile telephones
Video and tele-conferencing
Lap-top computers
E-mail
Multi-media communications
Role of ICT
• ICT has brought many advantages but
also has its limitations:
– It enables speedy communication
– It can be cheap and save on costs (e.g.
videoconferencing)
– It can be expensive in hardware
requirements
– It can seem impersonal
– It can be abused
Technological Advances
u
u
u
u
Internet: global system of computer networks
Many firms use it to communicate with suppliers.
World Wide Web (WWW): provides multimedia
access to the Internet.
Intranets: use the same information concepts as the
Internet, but keep the network inside the firm.
Groupware: software designed to let workers share
information and improve communication.
Best for team oriented support.
Barriers
Barriers
• Anything that prevents successful
communication from occurring
• Complex and multi-layered
• Can be technical or generated
by the medium used, etc. but:
• Main problem is human behaviour and
psychology
Barriers
• Barriers to Successful Communication
– Ability of the sender – how much the sender understands of
the message they are trying to send
– Content – including technicalities and jargon
– Method of communication – including style and body
language where appropriate!
– Skills and attitude of the receiver
– Organisational factors – complexity of the organisation,
scope of the organisation
– Cultural attitudes
– Perceptions, prejudices and stereotypes
– Inappropriate target for the message
– Technical capabilities – ICT!
Business Communication Barriers
Perception
and Language
Restrictive
Environments
•Selective perception
•Information flow
•Shared meanings
•Leadership style
Distractions
Overload
Deception
•Physical discomfort
•Business messages
•Illegal messages
•Emotional issues
•Technology issues
•Unethical messages
Communication Networks
Networks show information flows in an
organization.
•
•
Wheel Network: information flow to and from one
central member.
Chain Network: members communicate with
people next to them in sequence.
– Wheel and Chain networks provide for little interaction.
•
•
Circle Network: members communicate with others
close to them in terms of expertise, office location,
etc.
All-Channel Network: found in teams, with high
levels of communications between each member
and all others.
Communication Networks
• A chain network
e.g formal
contact
Communication Networks
• A circle network
e.g. between
people at the
same level
Communication Networks
• A wheel network
e.g. sales teams
report to head
office
Communication Networks
• An all-channel
network e.g.
brainstorming
Supervisory Communication
Organization chart depicts formal reporting
channels.
•
•
•
Communication is informal and flows around
issues, goals, and projects.
Vertical Communication: goes up and down the
corporate hierarchy.
Horizontal Communication: between employees of
the same level.
– Informal communications can span levels and
departments.
•
Grapevine: informal network carrying unofficial
information through the firm.
Supervisory Communication
Formal
Communication
Informal
Communication
Vertical/Lateral Communication
Organisation chart shows vertical
(black arrows) and lateral (green
arrows)
Board of Directors
Finance
Marketing
Production
Finance
Officers
Marketing
Assistants
Factory
Operatives
Lateral Communication
•
•
•
•
Job coordination
Problem solving
Information sharing
Conflict resolution
Supervisory Communication
Forms of Business Structure
• Entrepreneurial - decisions made centrally
• Pyramid - staff have a role, shared decision
making, specialisation is possible
• Matrix - staff with specific skills join project
teams, individuals have responsibility
• Independent - seen in professions where
organisation provides support systems and
little else
Entrepreneurial
Key
worker
Most small
businesses have this
structure
Key
worker
Quick to act but
pressure on
decision makers
Decision
maker
Great reliance on
key workers
supporting decision
makers
Key
worker
One or two
people make
decisions
Key
worker
The Pyramid
Traditional
view of
organisations
Decisions pass
down formal
channels from
managers to
staff
Information flows
up formal channels
from staff to
management
Matrix
Marketing
Production
Finance
Project A
Project teams
created
Project B
Staff with
specialist skills
Independent
Dr A
Not suited to most
businesses due to
lack of control
Dr B
Support systems
to professionals
such as doctors
Dr D
Dr C
More on Business Structure
•
•
•
•
Centralisation
Managers keep control
Decisions are made in
the interests of the
whole business
Costs can be cut by
standardising
purchasing and so on
Strong leadership
•
•
•
•
Decentralisation
Empowering and
motivating
Freeing up senior
managers‟ time
Better knowledge of
those closer to
customers
Good staff development
Effective Communication in the
Workplace
• Send fewer message
• Minimize distractions
• Audience-centered approach
• Improve your skills
• Give and get feedback
• Apply business etiquette
Question????
Komunikasi dan Etika Bisnis TUP 401
Sunday Noya
Industrial Eng. Dept.
After studying this topic,
you should be able to:
1. Describe the communication process and
model in business.
2. Understand an effective communication in
the workplace
3. Identify the usage of technology in
supporting an effective communication.
4. Describe the supervisory communication.
What is Business Communication?
• Business communication is the
giving and receiving of feedback
between individuals and/or groups
for the purpose of exchanging
information and altering or
enhancing performance.
Importance of Good
Communication in a firm
• Good Communication allows a firm to
–
–
–
–
Learn new skills and technologies.
Become more responsive to customers.
Improve Quality of their product or service.
Foster innovation
• Effective communication is needed by
all Managers.
Business Communication Must Be
•
•
•
•
•
•
•
Brief
Well-designed
Precise
Specific
Short
Net & clear
Understandable & comprehensive
Business Communication Process
Finance Dept
Change in
payment systems
Sender or
Instigator
Channel
Medium
Feedback
Receiver
Communication Skills for Managers as
Senders
u
u
u
u
u
u
Send clear and complete messages.
Encode messages in symbols the receiver
understands.
Select a medium appropriate for the message
AND monitored by the receiver.
Avoid filtering (holding back information) and
distortion as the message passes through other
workers.
Ensure a feedback mechanism is included in the
message.
Provide accurate information to avoid rumors.
Business Communication
The Medium
The Medium
• How the communication is to be made
• Important to select an appropriate medium
for the message:
• Need to consider the needs of the sender,
the nature of the receiver and the aims of the
communication
• Inappropriate medium can be a barrier to
effective communication
The Medium
• Medium:
– Letters
– Memo
– Report
– Notice board
– Faxes
– Telephone
– Face to face
– Body language
– Video/video conferencing
– Internet
Information Richness and Media
Type
High
Richness
Face-to-face
communication
Verbal communication
electronically
transmitted
Verbal communication
electronically
transmitted
Low
Richness
Impersonal written
communication
Communication Media
Face-to-Face: highest information richness.
•
•
Can take advantage of verbal and nonverbal signals.
Provides for instant feedback.
– Management by wandering around takes advantage of this
with informal talks to workers.
•
Video Conferences: provide much of this richness.
– Reduce travel costs and meeting times.
Verbal Communication electronically
transmitted: has next highest richness.
•
Phone conversations, but no visual nonverbal cues.
– Do have tone of voice, sender‟s emphasis and quick
feedback.
Communication Media
Personally Addressed Written Communication: lower
richness than the verbal forms, but still is directed at a
given person.
•
Personal addressing helps ensure receiver reads it.
– Letters and e-mail are common forms.
•
Cannot provide instant feedback to sender but can get
feedback later.
– Excellent for complex messages needing follow-up.
Impersonal Written Communication: lowest richness.
•
Good for messages to many receivers. Little feedback is
expected.
– Newsletters, reports are examples.
E-Mail Trends
–
E-mail use is growing rapidly in large firms, and
there are even special e-mail etiquette:
•
•
•
–
Words in all CAPITALS are seen as “screaming” at
the receiver.
Punctuate your messages for easy reading and
don‟t ramble on.
Pay attention to spelling and treat like a written
letter.
E-mail has allowed telecommuting, where
workers can work from home and be in touch
with e-mail.
The Medium
• Choice of medium affected by:
–
–
–
–
–
Need for record
Direction of the information flow
Number of people to be reached
Confidentiality
Nature of the information – length, complexity,
speed of transfer
– Cost of the medium
Value
Value
• Vast majority of problems in business
are caused by ineffective
communication in one form or another
• Businesses essentially human focused
organisations
• Value of good communications
therefore inestimable
To Whom?
To Whom?
• Who the communication is aimed at
is an important factor:
• The nature of the medium and the content
may depend on who it is aimed at
• Necessity of being sensitive
to the receiver
• Should communication be formal
or informal?
To Whom
• E-mail communication:
– Does it need to adhere to normal rules
of spelling, punctuation and grammar?
– Is it appropriate to use text speak?
• Is this OK 4U or is txt 1 stp 2fr?
– Are there different rules for different situations?
– How do you know what the receiver expects?
– What damage can be caused by inappropriate email messages?
Communication Skills for Managers
as Receivers
•
•
Pay Attention to what is sent as a
message.
Be a good listener: don‟t interrupt.
– Ask questions to clarify your understanding.
•
•
Be empathetic: try to understand what the
sender feels.
Understand linguistic styles: different
people speak differently.
– Speed, tone, pausing all impact communication.
– This is particularly true across cultures.
– Managers should expect and plan for this.
The Message
The Message
• What is the communication designed to
achieve?
• This needs to be considered carefully
to judge the best method of delivery
and to judge the effectiveness of the
feedback as to whether the message
has been successful.
Type
• Type of message may be an important factor in
determining the medium, content, approach, etc.
• Good news?
• Bad news?
• Information?
• Instruction?
• Each of the above may require a different approach
and a different medium.
Role of ICT
Impact of Technology
• Telephone - significant, almost impossible to
run business without one!
• „Newer technology‟ – has had less time to
make impact
• Fax was important for transfer of
text/diagrams and signed documents
– Email now more prominent
• Computerised information systems are vital
to most organisations
– (and many individuals!)
Impact of Technology
• Short step: from computers to store/process
information …..to … computers as
communications interface to transact business
• Email use has increased
• EDI (Electronic Data interchange) use is
widespread (e.g. automotive/retail industry)
• Internet shopping/trading has become common
place
• Marketing and information searching - explosion
on web
Types of information transmitted
• Computer based communications cater for
most types of information transfer
• text, structured (e.g. database), images,
audio (sounds +voice), video, video
conferencing
• multimedia - combines advantages of various
types
– presentations, advertising etc
Communication: The Role of ICT
In business, communication can be:
• between individuals
• between individuals and organisations
• within a business
• between a business and an external
organisation
Examples of ICT Use
•
•
•
•
•
Mobile telephones
Video and tele-conferencing
Lap-top computers
Multi-media communications
Role of ICT
• ICT has brought many advantages but
also has its limitations:
– It enables speedy communication
– It can be cheap and save on costs (e.g.
videoconferencing)
– It can be expensive in hardware
requirements
– It can seem impersonal
– It can be abused
Technological Advances
u
u
u
u
Internet: global system of computer networks
Many firms use it to communicate with suppliers.
World Wide Web (WWW): provides multimedia
access to the Internet.
Intranets: use the same information concepts as the
Internet, but keep the network inside the firm.
Groupware: software designed to let workers share
information and improve communication.
Best for team oriented support.
Barriers
Barriers
• Anything that prevents successful
communication from occurring
• Complex and multi-layered
• Can be technical or generated
by the medium used, etc. but:
• Main problem is human behaviour and
psychology
Barriers
• Barriers to Successful Communication
– Ability of the sender – how much the sender understands of
the message they are trying to send
– Content – including technicalities and jargon
– Method of communication – including style and body
language where appropriate!
– Skills and attitude of the receiver
– Organisational factors – complexity of the organisation,
scope of the organisation
– Cultural attitudes
– Perceptions, prejudices and stereotypes
– Inappropriate target for the message
– Technical capabilities – ICT!
Business Communication Barriers
Perception
and Language
Restrictive
Environments
•Selective perception
•Information flow
•Shared meanings
•Leadership style
Distractions
Overload
Deception
•Physical discomfort
•Business messages
•Illegal messages
•Emotional issues
•Technology issues
•Unethical messages
Communication Networks
Networks show information flows in an
organization.
•
•
Wheel Network: information flow to and from one
central member.
Chain Network: members communicate with
people next to them in sequence.
– Wheel and Chain networks provide for little interaction.
•
•
Circle Network: members communicate with others
close to them in terms of expertise, office location,
etc.
All-Channel Network: found in teams, with high
levels of communications between each member
and all others.
Communication Networks
• A chain network
e.g formal
contact
Communication Networks
• A circle network
e.g. between
people at the
same level
Communication Networks
• A wheel network
e.g. sales teams
report to head
office
Communication Networks
• An all-channel
network e.g.
brainstorming
Supervisory Communication
Organization chart depicts formal reporting
channels.
•
•
•
Communication is informal and flows around
issues, goals, and projects.
Vertical Communication: goes up and down the
corporate hierarchy.
Horizontal Communication: between employees of
the same level.
– Informal communications can span levels and
departments.
•
Grapevine: informal network carrying unofficial
information through the firm.
Supervisory Communication
Formal
Communication
Informal
Communication
Vertical/Lateral Communication
Organisation chart shows vertical
(black arrows) and lateral (green
arrows)
Board of Directors
Finance
Marketing
Production
Finance
Officers
Marketing
Assistants
Factory
Operatives
Lateral Communication
•
•
•
•
Job coordination
Problem solving
Information sharing
Conflict resolution
Supervisory Communication
Forms of Business Structure
• Entrepreneurial - decisions made centrally
• Pyramid - staff have a role, shared decision
making, specialisation is possible
• Matrix - staff with specific skills join project
teams, individuals have responsibility
• Independent - seen in professions where
organisation provides support systems and
little else
Entrepreneurial
Key
worker
Most small
businesses have this
structure
Key
worker
Quick to act but
pressure on
decision makers
Decision
maker
Great reliance on
key workers
supporting decision
makers
Key
worker
One or two
people make
decisions
Key
worker
The Pyramid
Traditional
view of
organisations
Decisions pass
down formal
channels from
managers to
staff
Information flows
up formal channels
from staff to
management
Matrix
Marketing
Production
Finance
Project A
Project teams
created
Project B
Staff with
specialist skills
Independent
Dr A
Not suited to most
businesses due to
lack of control
Dr B
Support systems
to professionals
such as doctors
Dr D
Dr C
More on Business Structure
•
•
•
•
Centralisation
Managers keep control
Decisions are made in
the interests of the
whole business
Costs can be cut by
standardising
purchasing and so on
Strong leadership
•
•
•
•
Decentralisation
Empowering and
motivating
Freeing up senior
managers‟ time
Better knowledge of
those closer to
customers
Good staff development
Effective Communication in the
Workplace
• Send fewer message
• Minimize distractions
• Audience-centered approach
• Improve your skills
• Give and get feedback
• Apply business etiquette
Question????