BUSINESS BUSINESS COMMUNICATIONCOMMUNICATION

BUSINESS BUSINESS COMMUNICATIONCOMMUNICATION

• COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS.

• ITS ESSENCES :• PERSONAL PROCESS • OCCURS BETWEEN PEOPLE • INVOLVES CHANGE IN BEHAVIOUR• MEANS TO INFLUENCE OTHERS• EXPRESSION OF THOUGHTS AND• EMOTIONS THROUGH WORDS & ACTIONS.• TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.• IT IS A SOCIAL AND EMOTIONAL PROCESS.

What is Communication?

A DefinitionCommunication is a process by

which information is exchanged between individuals through a common system of symbols, signs or information.

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

Types of Communication

• Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc.

• Upwards Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.

• Lateral or Horizontal • Communication : Among colleagues, peers at same level for information • level for information sharing for coordination, to save time.

• In modern business environment communication extends beyond written or spoken• words to listened word.• Visual dimension added by T.V., computers has given to new meaning to • communication.• COMMUNICATION NETWORKS

• Formal Network : Virtually vertical as per chain go command within the• hierarchy.• Informal Network : Free to move in any direction may skip formal chain of• command. Likely to satisfy social and emotional needs• and also can facilitate task accomplishment.

The Communication Process

SENDER(encodes)

RECEIVER(decodes)

Barrier

Barrier

Medium

Feedback/Response

The Communication ProcessBasic Model

2.Sender encodes idea in message

2.Sender encodes idea in message

3.Message travels over channel

3.Message travels over channel

1.Sender has idea

1.Sender has idea

4.Receiver decodes message

4.Receiver decodes message

6.Possible additional feedback to receiver

6.Possible additional feedback to receiver

5.Feedback travelsto sender

5.Feedback travelsto sender

How to Improve Existing Level ofCOMMUNICATION?

• IMPROVE LANGUAGE.• IMPROVE PRONUNCIATIOON.• WORK ON VOICE MODULATION.• WORK ON BODY LANGUAGE.• READ MORE• LISTEN MORE• AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE,

GOSSIP, MEDIA PRESENTATION ETC.• INTERACT WITH QUALITATIVE PEOPLE.• IMPROVE ON YOU TOPIC OF DISCUSSION,• PRACTICE MEDITATION & GOOD THOUGHTS.• THINK AND SPEAK.• DO NOT SPEAK TOO FAST.• USE SIMPLE VOCABULARY.• DO NOT SPEAK ONLY TO IMPRESS SOMEONE.• LOOK PRESENTABLE AND CONFIDENT.

Forms of Communication Flowing

Through Formal Channels

WrittenExecutive memos, lettersAnnual reportCompany newsletterBulletin board postingsOrientation manual

Electronic E-mail Voicemail Instant Messaging Intranet Videoconferencing

OralTelephoneFace-to-face conversationCompany meetings

Team meetings

Communication Flowing Through Formal Channels

DownwardManagement directives

Job plans, policies

Company goals

Mission statements

HorizontalTask coordination

Information sharing

Problem solving

Conflict resolution

UpwardEmployee feedback

Progress reports

Reports of customer

interaction, feedback

Suggestions for

improvement

Anonymous hotline

Purposes for Business Communication

• Provide factual information

• Inform readers about or provide information

• Clarify and condense information

• State precise responsibilities

• Persuade and make recommendations

Types of Communication

• Nonverbal– Less structured, harder to classify

– More spontaneous, less control

• Verbal– More structured, easier to study

– Conscious purpose, more control

Genres of Communication

• Written Communication• Oral Communication• Mixed Communication

Written Communication• Letters• Memos• Email• Reports/White Papers• Web sites• Promotional Materials• Other written documents

Oral Communication• Meetings• Conference calls• Phone calls• Presentations• Video or audio recordings• Other forms of oral communication

Mixed Communication• Web sites • PowerPoint presentations (spoken

and written communication)• Performance reviews

Internal Communication

• Official structure– Formal chain of command

– Up, down, across formal power lines

• The grapevine– Informal networking

– Unofficial lines of power

External Communication

• Formal contacts– Marketing

– Public relations

• Informal contacts– Employees

– Managers

EFFECTIVE EFFECTIVE COMMUNICATION COMMUNICATION

SKILLSSKILLS

EFFECTIVE EFFECTIVE COMMUNICATION COMMUNICATION

SKILLSSKILLS

EFFECTIVE COMMUNICATION• EFFECTIVE COMMUNICATION OCCURS WHEN

THE MESSAGE RECEIVED IS AS CLOSE AS

POSSIBLE AS THE MESSAGE INTENDED TO BE

SENT – MUTUAL UNDERSTANDING.

COMMUNICATION IS EFFECTIVE ONLY COMMUNICATION IS EFFECTIVE ONLY

IF PEOPLE:IF PEOPLE:

-- UNDERSTAND EACH OTHERUNDERSTAND EACH OTHER

-- STIMULATE OTHERS TO TAKE ACTIONSTIMULATE OTHERS TO TAKE ACTION

-- ENCOURAGE OTHERS TO THINK IN NEW ENCOURAGE OTHERS TO THINK IN NEW

WAYS.WAYS.

SEVEN “C’s” OF COMMUNICATION

• COMPLETENESS – CONTAINS ALL FACTS THE READER OR LISTENER NEEDS FOR DESIRED ACTION.

• CONCISENESS

• CONSIDERATION

• CONCRETENESS

• CLARITY

• COURTESY

• CORRECTNESS

NON-VERBAL NON-VERBAL COMMUNICATIONCOMMUNICATION

NON-VERBAL NON-VERBAL COMMUNICATIONCOMMUNICATION

NON-VERBAL COMMUNICATION

The most basic form of communication is non-verbal. The term non-verbal means “without word”. Thus non-verbal communication is communication without words.

Non-verbal communication means communication that occurs without words.

DEFINITIONAcc to Raymond and John “All communication that

involves neither written nor spoken words but occurs without use of words are termed as non-verbal communication .”

FUNCTIONS• To provide information, either consciously

or unconsciously.• To regulate the flow of conversation.• To express emotion.• To qualify, complement, contradict or

expand verbal messages.• To control or influence others.• To facilitate specific tasks.

Types of non-verbal communication

• KINESICS OR BODY LANGUAGE• PROXEMICS OR SPACE LANGUAGE• PARA LANGUAGE

KINESICS OR BODY LANGUAGE

Body language is a prominent and an important medium of non-verbal communication. Body language expresses internal feelings very

clearly. Body language is also known as KINESICS. Kinesics is the study

of body movements and gestures.

TYPES OF BODY LANGUAGE

• POSTURES• GESTURES• FACIAL EXPRESSIONS• EYE CONTACT• BODILY CONTACT• APPEARANCE• SILENCE

FUNCTIONS OF BODY LANGUAGE

• They can provide information about feelings and intentions.

• They can be used to regulate interactions.

• They can be used to express intimacy.• They can be used to establish dominance

or control.• They can be used to facilitate goal

attainment.

SIGNIFICANCE OF BODY LANGUAGE

• Reveals the working of Emotions.• Reveals the Status.• Replaces Verbal Communication.• Sustain Verbal Conversation.• Reveals a Person’s Attitudes and Traits.• Reveals the Truth.• Practical Application.

PROXEMICS• The term ‘Proxemics’ was first used in

the field of communication by eminent researcher Edward T. Hall. he derived the term Proxemics from proximity. In the words of Barker and Gaut, “The study of spatial factors between the sender and receiver of the message is called Proxemics.”

TYPES OF PROXEMICS• SPACE LANGUAGE• TIME LANGUAGE• SURROUNDINGS

PARA LANGUAGEThe term para language is combination of two

words-”para”’ means like and “language” means mode of communication. Thus, para language literally means “like language”.

In the words of Prof. Barker and Gaut, “A language alongside of language and includes vocal characteristics such as pitch, range, resonance, tempo and quality and various vocal sounds such as grunts, groans and clearing the throat.”

VERBAL VERBAL COMMUNICATIONCOMMUNICATION

VERBAL VERBAL COMMUNICATIONCOMMUNICATION

VERBAL COMMUNICATION

• ORAL COMMUNICATION • WRITTEN COMMUNICATION

ORAL COMMUNICATIONOral communication is that channel of

communication in which message is transmitted in spoken form. The term ‘oral’ means ‘anything pertaining to the mouth’. There are two components of Oral communication :

• Words and• The manner in which words are

pronounced.

ADVANTAGES OF ORAL COMMUNICATION

• Quickness in Exchange of ideas• Quick Feedback• Flexibility• Economic Source• Personal Touch• Effective Source• Removal of Misunderstanding• Motivation Possible• Increase in Efficiency

DISADVANTAGES OF ORAL COMMUNICATION

• Unfit for lengthy Message• Unfit for Policy Matters• Lack of Written Proof• Expensive Method• Lack of Clarity• Misuse of Time• Presence of Both the Parties Necessary

FORMS OF ORAL COMMUNICATION

• Face-to-Face Conversation• Lectures• Meetings and Conferences• Interviews• Telephonic Talk• Grapevine• Social and Cultural Affairs• Seminars• Radio• Television

WRITTEN COMMUNICATION

Written communication is that communication in which information is exchanged in the written or printed form. It is the most formal of all types of communication. The written form of business communication facilitates a business firm to keep a record of the communication.

ADVANTAGES OF WRITTEN

COMMUNICATION• Suitable for Lengthy Messages• Written Proof• Clear Message• Less Expensive Method• Time Saving• Presence of Both the Parties not Necessary• True and Effective• Communication at Different Places

DISADVANTAGES OF WRITTEN

COMMUNICATION• Unfit for Uneducated Persons• Lack of Secrecy• Wastage of time• No quick information about

Feedback

BARRIERS TO BARRIERS TO COMMUNICATIONCOMMUNICATION

BARRIERS TO BARRIERS TO COMMUNICATIONCOMMUNICATION

COMMON BARRIERS TO COMMUNICATION

1. SEMANTICS

Definition of words

Choice of words

COMMON BARRIERS TO COMMUNICATION

2. POOR CHOICE, USE OF CHANNELS When to use certain channel

Oral alone:• Simple reprimand• Settle simple dispute

Written alone:• Don’t need immediate feedback• Need record

COMMON BARRIERS TO COMMUNICATION

2. USE OF CHANNELSBoth channels:

•Commendation•Serious reprimand• Important policy change

Nonverbal•Be aware of it.

COMMON BARRIERS TO COMMUNICATION

3. PHYSICAL DISTRACTIONS

4. NOISE, PHYSICAL, PSYCHOLOGICAL

5. STATUS DIFFERENCE

6. EFFECTS OF EMOTIONS

COMMON BARRIERS TO COMMUNICATION

7. PERCEPTIONSStereotypesHalo effectsSelective perception

• See and hear what we expect• Ignore if conflicts with “what we know.”

Projection

COMMON BARRIERS TO COMMUNICATION

8. FILTERING, SCREENING NEGATIVE INFORMTAION

9. EVALUATING THE SOURCE

10.ABSENCE OF FEEDBACK, POOR FEEDBACK

COMMON BARRIERS TO COMMUNICATION

11. INFORMATION, DATA OVERLOAD

12. POOR LISTENINGLISTEN TO RESPONDLISTEN TO UNDERSTAND

TO OVERCOME BARRIERS:

Learn to use feedback well.Be sensitive to receiver’s point of view.Listen to UNDERSTAND!Use direct, simple language, or at least

use language appropriate to the receiver.

Use proper channel(s). Learn to use channels well.

Learn to use supportive communication, not defensive communication.

LISTENINGLISTENINGLISTENINGLISTENING

What is Listening?• listening (ILA, 1996): the process of

receiving, constructing meaning from, and responding to spoken and/or nonverbal messages; to hear something with thoughtful attention

• Effective communication is 2-way– depends on speaking and listening

Listening vs. Hearing• Hearing- physical process; natural;

passive

• Listening- physical & mental process; active; learned process; a skill

• Listening is hard!

You must choose to participate in the process of listening.

Why Be A Good Listener?

Needs of the Customer…

• To be recognized and remembered• To feel valued• To feel appreciated• To feel respected• To feel understood• To feel comfortable about a want or need

Listening is the most powerful form of acknowledgment

…a way of saying, “You are important.”

•Listening builds stronger relationships

…creates a desire to cooperate among people because they feel accepted and acknowledged.

• Listening promotes being heard

…”Seek first to understand, then be understood.”

• - Stephen Covey

Listening creates acceptance and openness

…conveys the message that “I am not judging you.”

Listening leads to learning

…openness encourages personal growth and learning

Listening reduces stress and tension

…minimizes confusion and misunderstanding, eliminating related stress and tension

•Listening is CRITICAL in conflict resolution

•…much conflict comes from the need to be heard. Successful

resolution depends on being a non-anxious presence.

Barriers to Listening• Equate With

Hearing• Uninteresting

Topics• Speaker’s Delivery• External

Distractions• Mentally Preparing

Response

• Listening for Facts

• Personal Concerns

• Personal Bias• Language/Culture

Differences• Faking Attention

Bad Listening Habits• Criticizing the subject or the speaker• Getting over-stimulated• Listening only for facts• Not taking notes OR outlining

everything• Tolerating or creating distraction• Letting emotional words block message• Wasting time difference between speed

of speech and speed of thought

When Are You Listening?

• Non-Verbal Encouragers

• Verbal Encouragers

Active Listening• … Allows you to make sure you

hear the words and understand the meaning behind the words

• Goal: go beyond listening to understanding

Active Listening Requires…

• Definite Intent to Listen• Focus on the Speaker• Verbal and Non-Verbal

Encouragers• Feedback Loop to Insure Accuracy

Active Listening (4 Steps)

1. Listen2. Question3. Reflect-

Paraphrase4. Agree

Step 1: Listen• To Feelings As Well As Words

– Words – Emotions -- Implications

• Focus on Speaker– Don’t plan, speak, or get distracted

• What Is Speaker Talking About?– Topic? Speaker? Listener? Others?

• Look At Speaker• Use Verbal & Non-Verbal Encouragers

Step 2: Question• 3 Purposes

– Demonstrates you are listening– Gather information– Clarification

• Open-ended– Tell me more?– How did you feel?– Then what happened?

Step 3: Reflect-Paraphrase

• Reflect What Is Said (In your words)• Reflect Feelings• Reframe

– Capture the essence of the communication

– Remove negative framing– Move toward problem solving

Step 4: Agree• Get Speaker’s Consent to Your

Reframing• Speaker Has Been Heard and

Knows It!• Solution Is Near!

Activity• Speaker – talk for 2

min.• Listener – listen

using the skills we’ve discussed

• Observer – observe the application of the skills and take notes

INTERVIEWINTERVIEWINTERVIEWINTERVIEW

INTERVIEW• In the words of Stewart and

Cash, “Interview is a process of didactic communication with pre-determined and serious purpose designed to interchange behavior and involving the asking and answering the questions.”

ATTENDING INTERVIEW In regard to people being

interviewed for a job, a national survey of employment interviewers listed the following qualities in order of their relative importance: (1) appearance (2) manner of ideas, (3) personality, (4) speech and voice, (5) manners and (6) skills.

APPEARING FOR INTERVIEWS

• PLANNING AHEAD• STUDY THE COMPANY• PREPARE YOURSELFa) Dress properlyb) Take all the Certificatec) Be on Timed) Appearing for the Interviewe) Walk Right In!f) Being Interviewedg) Do not overstay your Allotted Timeh) Reason for Leaving i) On Leaving, Sincerely Thanks the Interviewer for His or

Her Time

CONDUCTING INTERVIEW

• Decision about the Suitable Location• Preparation for the Interview• Commencing the Interview1. Using questions for control2. Listening by the Interviewers3. Summarizing4. Note-Taking• Closing the Interview• Making Judgments and Analyzing Results