BUS 209

CHAPTER 3
 LEARNING OBJECTIVES
1. What are Management failure prerequisites? What
are the difficulties of upward communication?
2. What is Meeting Minutes? What are the basic elements
of Meeting Minutes? Describe Elevator Pitch & Email
etiquette rules.
3. What is Downward Communication? What are the needs
of Downward Communication?
4. Describe the 7 C’s of Communication &
Communication Trilogy.
https://www.gingersoftware.com/grammarcheck
 GINGER’S GRAMMAR TOOL CORRECTS
ALL TYPES OF MISTAKES
Subject verb agreement.
Example: The smell of flowers bring back memories.
→ The smell of flowers brings back memories.
Singular/Plural nouns.
Example: Six people lost their life in the accident
→ Six people lost their lives in the accident.
Consecutive nouns
Example: Farzana went to the tickets office
→ Farzana went to the ticket office.
Irregular verb conjugations :
Example: He flyed to Chittagong
→ He flew to Chittagong
Contextual spelling correction: It identifies the correction
that best
fits the meaning of the original sentence.
Example: The marble statue hed a big hed
→ The marble statue had a big head.
Grammarly is an American multinational
technology company that develops, an English
language digital writing tool using artificial
intelligence and natural language processing.
Grammarly’s product offers grammar
checking & spell checking.
It is available as a web or desktop editor, as a
browser extension for Chrome, Safari, Firefox,
and Edge, and as an app for both iOS and
Android.
https://www.grammarly.com/
https://paraphrasing-tool.com/
 COMMUNICATION AND CULTURE

 According to the book Unholy Babylon by Adel Darwish and Gregory

Alexander (1991): The US before the first Gulf War, gave Saddam to
understand that it would not interfere in its quarrel with Kuwait.
 US Ambassador April Glaspie conveyed the message to Saddam that the US
'had no opinion' on Iraq's future intentions with regard to Kuwait. (Kuwait
as a state separate from Iraq was a creation of the British to protect their oil
interests.)
 The book makes the situation painfully clear: Washington sent many
messages to the Iraqi leader, all of them with the same theme. 'We won't
interfere. We apologize for anything the nasty journalists have written
about you, we prefer you to those fanatic Iranians.' This is the 'how' of
American diplomacy.
 COMMUNICATION

When
Communication
It’s a way of communication
is the transfer of The goal is to
reaching others is effective, it
information and have the receiver Organizations
by transmitting tends to
understanding understand the can not exist
ideas, facts, encourage
from one person message as it without
thoughts, better
to another person was intended communication
feelings, and performance
values and job
satisfactio n
PURPOSE OF COMMUNICATION
Establish the goal of an
organization

Develop plans for their

achievement

To organize human
resources in the most
effective way

To select, Develop
apprise members of
the organization
Lead, direct, motivate
and create climate in
which people want to
contribute
 MANAGEMENT PROCESS

 Planning, Organizing, Staffing, Leading, Controlling

 Communication

 External Environment
 Customer
 Supplier
 Stockholder
 Government
 Community
COMMUNICATION PROCESS
The seven C’s of communication is a list of principles for written
and spoken communications to ensure that they are effective.
The seven C’s are: Clear, Correct, Complete, Concrete (Real) ,
concise ( Brief), considered (Careful) and courteous (Polite).
 7 C’S OF COMMUNICATION
1. Clear: The message should be clear and easily
understandable to the recipient.
2. Correct: The message should be correct. The sender
must ensure that there is no grammatical and spelling
mistakes.
3. Complete: The message should be complete. It must
include all the relevant information as required by the
intended audience. The complete information gives
answers to all the questions of the receivers and helps in
better decision-making by the recipient.
4. Concrete: The communication should be clear and
no room for misinterpretation is left.
5. Concise: The message should be precise and to the
point. The sender should avoid the lengthy sentences
and try to convey the subject matter in the least
possible words.
6. Consideration: The sender must take into
consideration the receiver’s Opinions, mindset &
background, in order to have an effective
communication.
7. Courteous: It implies that the sender must take into
consideration both the feelings and viewpoints of the
receiver and must include the terms that show respect
for the recipient.


These three components have an important role to play in

producing effective communication.
1. Mutual respect- Respect for both the sender and
receiver.
2. Gather Good Information
3. Give Good information
 STEPS TO EFFECTIVE LISTENING
 Face the speaker and maintain eye contact. eye contact is
considered a basic ingredient of effective communication
 Be attentive, but relaxed. pay attention
 Keep an open mind. Listen without jumping to conclusions. Don't be
a sentence-grabber.
 Listen to the words and try to picture what the speaker is saying.
 Don't interrupt and don't impose your "solutions.“Interrupting
sends a variety of messages. It says: "I'm more important than you
are.―
 Wait for the speaker to pause to ask clarifying
questions.
 Ask questions only to ensure understanding.
 Try to feel what the speaker is feeling. you have to put yourself in
the other person's place and allow yourself to feel what it is like to be
her at that moment.
 OPEN-ENDED QUESTIONS

An open-ended question is one that can only be answered by a

unique thought or statement in someone’s own words.
Open-ended questions encourage people to incorporate more of their own
information and point of view.
It can be used in sessions with new clients, Market research or customer insight
interviews.
Do ask people to explain something. Do ask for an example.
Examples of open-ended questions:
 Where would you like your business to grow from here?
 What would success look like to you?
 CLOSED-ENDED QUESTIONS

Closed-ended questions require one specific answer

— either a yes/no or a choice between a few
options. These types of
questions are used to collect quantitative data, which
can be mapped out on charts or graphs
Examples of closed-ended questions
 Are you satisfied with your current sales
numbers?
 Where can someone go to learn more about what you
do?
An open-ended question opens up a topic for exploration and
discussion while a closed-ended question leads to a closed-off
conversational path.
After “Yes” or “No” or the specific one-word answer to the
question, the thread is done
 IMPROVE COMMUNICATION ACROSS YOUR ORGANIZATION

1. Optimize your meeting strategy: Most organizations assume meetings are

necessary for maximizing communication and productivity. The problem,
though, is that 37% of meetings provide absolutely no value and can
actually be counterproductive.
2. Make your meetings meaningful: Wasteful meetings lead to wasted
employee hours and wasted company money.
3. Conduct regular 1:1 meetings with team members.
4. Use technology to enhance your team’s communication. Digital
workspaces emphasize interaction and innovation, allowing teams to create
and share content and conversation.
5. Share bad news quickly and clearly. Every organization has to deliver bad
news from time to time. How you share that news can either reinforce or
compromise the trust that should be at the core of your communications plan
6. Encourage employees to share information about themselves. The more
employees share their expertise with coworkers, the more their companies
benefit from improved creativity, innovation, and performance.
7. Place an emphasis on team-building activities.
Team-building exercises break down communication barriers
between team members. Employees get a chance to interact
with peers and leaders with whom they might not interact
much otherwise. Organizations that treat team building like an
annual program are going to produce team members and
leaders who think little of the concept.
8. Remember, Your team wasn't built in a day. Organize
events for the whole company and just for smaller
departments
9. Reduce one-way communication. It ensures everybody
feels like their voice is being heard, which increases
productivity, and employee retention.
 ELEVATOR PITCH

 Elevator Pitch reflects the idea that it should be

possible to deliver the summary in the time span of an
elevator ride, or approximately thirty seconds to two
minutes.
 It is meant to allow an individual to pitch themselves or
an idea to a person who is high up in a company, with
very limited time.
 EMAIL
1. Type on MS word First , Check Spelling
2. Check Grammar with Ginger software/Grammarly

To: The person who can execute

CC : The person who makes the decision from behind
Subject line:
A. My Problem is= No Problem, (Ask what you need).
B. My Teams Problem is Practical Reality, (Let them think how to
solve. Write solutions and give options )
C. My Company will lose money = Real Problem. (Ask for
advise) Explain details.
 Be careful about Sir/ Bhai
 Body: Should Be brief (Remember
Elevator Pitch)
 End with ―Sincerely‖
 EMAIL ETIQUETTE RULES

• Despite the fact that we're glued to our reply buttons, plenty of
professionals still don't know how to use email appropriately. We
may be making embarrassing errors — and those mistakes can
have serious professional consequences.
1. Include a clear, direct subject line.

31
2. Use a professional email address.
3. Think twice before hitting “reply all”.
4. Know that people from different cultures speak
and write differently.
5. Reply to your emails — even if the email wasn't intended
for you.
6. Proofread every message.
7. Double-check that you've selected the correct
recipient.
 APPLICATION FOR COMMUNICATION
1. Apply for a Job
2. Meeting minutes
3. Send Feedback about something
4. Send Follow-up to Supervisor
5. Request something from Admin
6. Inform HR department
 PROBLEM

1. There was no water in the Bathrooms

2. There was no sign outside the bathrooms saying
―Out of water‖
3. Admin emailed us that there is no water!
 When I asked Admin, ―Why there is no water?‖ They replied
-― Sir apne janen na? Summer e to pani paoa jay na‖
 So I had to bring water to the bathroom in my way.
 MEETING MINUTES
 Meeting minutes are the written or recorded documentation
that is used to inform attendees and non-attendees of the
happenings during the meeting. The meeting minutes are
generally taken or recorded during a meeting so that
participants have a record of what happened during the
meeting.
Minutes usually include:
1. The names of the participants,

2. The agenda items covered,

3. Decisions made by the participants,

4. The follow-up actions committed to by participants,

5. Due dates for the completion of commitments , and

6. Any other events or discussions worth documenting for

future review or history.
 BUSINESS COMMUNICATION
 Business communication (or simply "communications", in a
business context) include topics as marketing, brand
management, customer relations, consumer behaviour,
advertising, public relations, corporate communication,
community engagement, reputation management,
interpersonal communication, employee engagement, and
event management.
 It is closely related to the fields of professional
communication and technical communication.

 Media channels for business communication include the

Internet, print media, radio, television and word of mouth.
 MODERN COMMUNICATION TOOLS

1. Email
2. Blog
3. Messenger
A. Skype
B. Viber
C. AOL
4. Phone Call
5. Text Message
6. Social
Networking
A. Face book
B. LinkedIn
C. Twitter
42
43
 COMMUNICATION PROTOCOL
 Businesses and organizations depend on communication
lines staying open and remaining dependable between
different parts and divisions. Without the ability to
communicate effectively, company functions start to fall
apart real quick.
 Protocols are internal rules that an organization's members
are required to follow and use. By making sure targeted
activities are handled under protocols, the organization
ensures reliability and traditional values at every level.
 Too many protocols lead to bureaucracy and
unnecessary delays.

 Example: Microsoft Policy for Communication

 COMMUNICATION BARRIER

1. Personal Barrier: Human emotions, values, and poor

listening habits
2. Psychological Distance: A feeling of being
emotionally separated
3. Proper Distance: Physical Distance between 2 parties
( Close friend –6to 18 inches, Colleagues 3to 4 foot
personal distance)
 BANGLADESHI COMMUNICATION
One MP signs paper with 3 different colors of ink.
3 inks have 3 meanings:
1. Approved = (Green) Must do it.

2. Approved = (Black) Do if the person has qualification.

3. Approved = (Red) Don’t do it.

In International NGO, if the boss writes NATO Then

he means: No Action, Talk Only!
 MISCOMMUNICATION
 Miscommunication is defined as a failure to
communicate properly. It is one of the types of
Communication barrier.
 Itis an instant where either the speaker is unable to provide
the proper information to the hearer
 The hearer couldn't recognize the communication from the speaker.

 The cases of miscommunication vary depending on the

situation and persons included in it, but often result in
confusion and frustration.
 Miscommunication may lead to a conflict.
 EFFECTS OF MISCOMMUNICATION
 Communication gap between employees and
employers: Most of the time the employees are not
allowed to give the suggestion for the betterment of the
organization or if they give suggestion their voices are not
being heard. This is a kind of ineffective communication and
if this problem is resolved this could lead in avoiding most of
the potential problem.
 Distortion of organization mission and objective:
The operational level employee receive the distorted form
of the company's objective. The higher manager should
communicate the company's overall vision and process of
achieving that vision.
 DOWNWARD COMMUNICATION
 Downward Communication is the flow of
information from higher to lower levels of
authority.
 Almost one half of managerial communications
are with subordinates.
 The key to better communication lies not just in the use
of colors, action and electronic aids but in the
presentation of information by more sensitive managers
who prepare carefully and convey their messages with
honesty, energy and kindness.
 Managers who communicate successfully are
sensitive to human needs and open to true dialogue
with their employees.
DOWNWARD COMMUNICATION NEEDS
1. Job instruction
o Turnover is reduced by realistic job previews
2. Performance feedback
o Improved performance and improved attitude
3. News
o Downward message should reach to employees as fresh
and on time.
 CREATIVE COMMUNICATION
 Cross Communication:
 Necessaryfor job coordination with people in other
departments
 Boundary Spanners:
 Boundary spanning employees have strong communication links
within their departments, with people in other units and often the
external community.
 It gives them source of status and potential power.

 Networking:
 A group of people who develop and maintain contact to
exchange information informally.
 Networks help broaden the interest of employees keep them
more informed about new technical developments and make
them more visible to others.
 MANAGEMENT FAILURE PREREQUISITES

 Part of management failure happened because

effective communication was not prepared. It failed
to prepare a good foundation. A solid foundation has
4 corner stones:
1. Managers need to develop a
positive communication attitude.
2. Managers must continually work to get
informed.
3. Managers need to continually plan for
communication
4. Managers must develop trust
 UPWARD COMMUNICATION DIFFICULTIES
1. Delay
o Slow movement of information to higher levels.
2. Filtering
o Employee tells the manager only what manger wants to hear.
3. Silence
o Information about potential problem is withhold
4. Need for response
o Employees need quick response or they will not respond
later
5. Distortion
o Willingly modification of message intended to achieve one’s
personal objective ( Example: Facebook at BRAC)
GUIDELINES FOR IMPROVING COMMUNICATION

Clarify the purpose of the message

Use logical encoding

Consult others views

Consider receiver's needs

Use appropriate tone, language and

ensure credibility

Get feedback

Consider Receiver's Emotions and

motivations
 LISTENING THE KEY OF UNDERSTANDING
 Listening is a skill that can be developed through
appropriate techniques.

1. Welcome the person

2. Show the talker that you want to listen (look interested)
3. Empathize with talker (try to see the other persons point of
view)
4. Be patient (Allow plenty of time)
5. Hold your temper( an angry person takes wrong meaning from
word)
6. Go easy on argument and criticism (Don’t argue, even if you
win, you will lose)
7. Ask relevant questions (Asking question encourages a talker)
 ELECTRONIC COMMUNICATION
 Telecommuting
 Accomplish all works from home through computer
linked to the office
 Virtual office
 Physical office space and desks replaced with portable
communication tools like: Email, Cell phone, Laptop, Voice
Mail, Fax & Video conferencing.

 Teleconferencing :A group of people interacting with each

other by means of audio and video media with moving or
still pictures
 TELECOMMUTING

Employees
Suburban Advantages
work centers Reduced commuting costs.
Flexible schedule.

Disadvantages
The Firm
Loss of personal contacts.
Distractions.
Advantages
Decreased overhead.
Flexibility in part-time
workers.

Disadvantages
Harder to evaluate
workers.
Harder to manage
workers.
 FUTURE: TELEPRESENCE

 Cisco® TelePresence is an innovative new technology that combines rich audio, high-
definition video, and interactive elements to deliver a unique, ―in-person‖ experience—
over the network.
 The Cisco TelePresence 3000 enables a meeting for 6 people per room, creating
a ―virtual table‖ for 12 participants.
 TelePresence allows for real-time, face-to-face communication and collaboration over the
network with colleagues, prospects, and partners, even if they're in opposite hemispheres.
 THE POTENTIAL SCENARIOS FOR TELEPRESENCE

1. Executive meetings
2. Human Resources: job interviews
3. Customer Service: troubleshooting of technically
complex products and access to remote experts
4. Sales: presentations and demonstrations of products
and services with product specialists
5. Design: collaboration between teams and involvement of
experts as needed
6. Consulting: interaction between outside vendors and
clients
7. Staff Meetings: regularly scheduled updates of projects
between personnel at remote sites
 DOING NOTHING ALL DAY
 A crow was sitting on a tree, doing nothing all day. A
rabbit asked him,‖ Can I also sit like you and do nothing
all day long?‖ The crow answered:
―Sure, why not.‖ So, the rabbit sat on the ground below
the crow, and rested.
 A fox jumped on the rabbit and ate it.

 Moral of the story: To be sitting and doing

nothing, you must be sitting very high up.