International EditionHerta A. MurphyHerbert W. HildrandtJane P. Thomans

Effective Business Communication

Azizullah Qazikhail,

0707717661

a_qazikheil@hotmail.com

Communication:

• Is the process of sending and receiving messages,

whether you are exchanging e-mail, giving a formal

presentation or chatting with co-workers.

Effective Communication

• Producing the intended result.

• When other understand your message correctly

and respond to it the way you want them.Business

Business: the activity of buying, selling, or supplying goods or services for money legally.

Effective Communication:

• Helps manage your work flow.

• Improves business relationships.

• Enhances your professional image.

• Provides variety of other important benefits.

Effective communication is at the center of virtually every aspect of business because it connects the company with all its stakeholders: customers, employees, shareholders, suppliers, the community and the nation.

Definitions and their Analysis:

Communication is the various processes, both formal and informal, by which information is passed between the managers and employees within a business, or between the business itself and outsiders.

Information: A collection of facts from which conclusions may be drawnBusiness

Outsiders

Within:

Up Ward

Down ward

Horizontal

Definitions and their Analysis:

Communication is a two way process of transmitting and receiving verbal and nonverbal messages.

Verbal

Non-Verbal

Verbal

Verbal Spoken Written

Nonverbal

Nonverbal Body Language Illustrations

Definitions and their Analysis:

Dialogue

Communication is a dialogue, not a monologue. In fact, communication is more concerned with a dual listening process."

Monologue

Components of Communication

Context

Sender-Encoder

Message

Medium

Receiver-Decoder

Feedback

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1. Context 1. Context

• Every Communication begins with Every Communication begins with a context. a context.

• Context is a broad field that Context is a broad field that includes country, culture, includes country, culture, organization, and external and organization, and external and internal stimuli. internal stimuli.

• Every country, every culture, and Every country, every culture, and every company or organization has every company or organization has its own conventions for processing its own conventions for processing and communicating information. . and communicating information. .

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2. Sender-Encoder 2. Sender-Encoder

When you send a message, you are When you send a message, you are the “encoder”, the writer or speaker, the “encoder”, the writer or speaker, depending on whether your message depending on whether your message is written or oral. is written or oral.

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3. Message 3. Message

• The message is the core idea you The message is the core idea you want to communicate; it consists of want to communicate; it consists of both both verbal verbal (written or spoken) (written or spoken) symbols and symbols and nonverbal nonverbal (unspoken) (unspoken) symbols. symbols.

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4. Medium 4. Medium

• To transmit your message to receiver, To transmit your message to receiver, youyou select a communication channel select a communication channel such as the telephone, letter, memo, such as the telephone, letter, memo, and an email.and an email.

• The choice of channel depends on your The choice of channel depends on your message, your audience’s location, the message, your audience’s location, the media available to you, your need for media available to you, your need for speed and formality required.speed and formality required.

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5. Receiver-Decoder 5. Receiver-Decoder

• The message receiver is your reader The message receiver is your reader or listener, also known as the or listener, also known as the decoder. decoder. Many of your message may Many of your message may have more than one decoder. have more than one decoder.

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6. Feedback 6. Feedback

• Ultimately the receiver reacts with either Ultimately the receiver reacts with either the desired response based on a clear the desired response based on a clear understanding of the symbols or with an understanding of the symbols or with an undesired response because of undesired response because of miscommunication. miscommunication.

• Feedback can be oral or written. It can also Feedback can be oral or written. It can also be an action, such as receiving in the mail be an action, such as receiving in the mail an item you ordered. an item you ordered.

• Sometimes silence is used as feedback. Sometimes silence is used as feedback.

Nonverbal Communication:

Body Language

a. Appearance

b. Gestures

c. Eye-contact

d. Facial Expressions

e. Voice

f. Touch

Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication

Nonverbal CommunicationVerbal and Nonverbal CommunicationVerbal and Nonverbal Communication

Appearance

Hairstyle, clothes, body size, make up decoration.

Surroundings, furnishings, machine, architecture, room size, lighting

•The format, size, stationery, color affect.

Nonverbal Communication

Facial Expression

•A person face reveals whether someone is happy, angry, tired, hungry, thirsty, or nervous

Smiles and frowns tell others how a person feels

Face has 90 muscles. 30 muscles purely express emotions

Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication

What is the feeling of the baby?

smile cry

surprise angry

happy

fear

Verbal and Nonverbal Verbal and Nonverbal CommunicationCommunication

* Ear grasp- “I’m sorry.” in parts of India

* Cupping the ear- “I can’t hear you.” in all societies

* Pulling ear- “You are in my heart” for Navajo Indians

Verbal and Nonverbal CommunicationVerbal and Nonverbal CommunicationNonverbal Communication

Moisture

Fear, embarrassment, pressure

1) Anger,

2) Natural sign of embarrassment

Verbal and Nonverbal CommunicationVerbal and Nonverbal CommunicationNonverbal Communication

Lips Biting Lips

Childish or communicates anxiety.

Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication

Hand body Language

Nonverbal Communication

Tighter the fist, the stronger the feelings

Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication

Hand body Language

Handholding among the same sex is a custom of special friendship and respect in several Middle Eastern and Asian countries.

Verbal and Nonverbal Verbal and Nonverbal CommunicationCommunication

*Right hand. The right hand has special significance in many societies. In certain countries in the Middle East and in Asia, it is best to present business cards or gifts, or to pass dishes of food, to get an attention, using only the right hand or both.

*Left hand is considered unclean in

Middle East and in parts of Indonesia.

Verbal and Nonverbal Verbal and Nonverbal CommunicationCommunication

The “O.K.” signal. (the thumb and forefinger form a circle) means “fine,” or “O.K.” in most cultures, “zero” or “worthless” in some parts of

Europe “money” in Japan an insult in Greece, Brazil, Italy, Turkey,

Russia and some other countries

Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication

Hand body Language Striking

Two hands fist:

1) extreme tension

2) Invitation to fighting

3) Punching the air can be a indication of triumphal excitement.

Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication

Finger Body Language

Pointing. Pointing with the index

finger is common in North America and Europe.

But it is considered impolite in Japan and China where they favor using the whole open hand.

Malaysians prefer pointing with the thumb.

Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication

Finger Body Language

Thumbs up = Approval

Thumbs down= Disapproval

V Shape= Victory

And some other signs?

Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication

Walking can reflect many characteristics of a culture. For example, In parts of Asia and some of

the Middle Eastern countries, men who are friends may walk holding each other’s hand.

In Japan and Korea, older women commonly walk a pace or two behind male companion.

Asians often regard Western women as bold and aggressive, for they walk with a longer gait and a more upright posture.

Verbal and Nonverbal CommunicationVerbal and Nonverbal CommunicationNonverbal Communication

A person voice, that is, not what is said but how it is said, conveys important messages. Voice includes:

Pitch- how high or low the tone of voice is

Male have lower-pitched voices than female.

Nervous or anxious people tend to indicate their anxiety by higher-pitched voices.

Sometimes employees will lower their voices to appear older on phone.

When person speaks in one tone, it is called monotone.

Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication Voice

Rate- how quickly or slowly is said A person who is

tense will speak rapidly

Rapid speech is very difficult to understand by people who are not native English speakers.

Speech rate may reflect regional differences. People raised in the South tend to talk more slowly and Northeasterners more rapidly than those from other parts of the country.

Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication

Volume

Some voices can put the listener to sleep; others will make the listener pay attention.

Volume- the loudness or softness of a voicePeople speak loudly in order to push their ideas .

Body Language is Everybody’s First Language

From birth, before learning to speak, humans develop body language skills

Specifically, ATTENTION is what we learn first

Crying, making noise, and sudden movements are all babies’ attempts to gain attention

We also learn how to determine if someone is paying attention to us by observing their body language cues

Silence

The world of silence may be cold and bitter one like the deep waste of the Arctic regions .

Silence builds wall and walls are the symbols of failure

Functions of Silence (To provide thinking time)

To allow the speaker thinking time

In order to continue verbal communication, It is important to have an opportunity .

Functions O’ Silence (Cont’d)

To be ready for future messages to recall references and what to come next

Confessing undying love

Functions O’ Silence (To Hurt)

Silence is weapon After a conflict Silence is sometimes dramatic

demonstration of the total indifferences one person feels toward the other it is refusal to recognize a person as a person

Functions O’ Silence (To Isolate Oneself)

Silence is personal anxiety, shyness Breaking silence is taking risk Fight response

Functions O’ Silence (To Prevent Communication)

Silence is to prevent the verbal communication of certain messages

Once said something can’t be unsaid Silence allows us to cool off Keep quiet and people think you

philosopher.

Functions O’ Silence (To Communicate Feelings)

Religious ceremonies To communicate nothing

Time On time 5min.-10 min. Clock watching 2hour late (Entering dinning hall without

being sorry) Totally unaware when to leave.

Time and Status

High status people Eating with high status people

Time and Appropriateness

When to do something ? When to say something to be effective

Space

Proximity refers to the use of space and how space influences relationships and communication?

How comfortable do you feel when a boss or teacher stands almost nose to nose with you?

Space (Cont’d)

The distance will vary, depending upon the people involved, their relationship

to each other and their purpose for being together.

Joint Functions O’ Verbal and Non-Verbal Communication

Nonverbal messages support verbal We want to make strong defense

system. Nonverbal messages may contradict

the verbal messages.

Joint Functions of Verbal and Nonverbal Communication (Cont’d)

Nonverbal messages may replace verbal. You and your friend may exchange a knowing look

during a meeting when someone else claims ownership of your friends idea.

Nonverbal Messages regulate verbal messages When someone puts his hand to his ear during your

presentation, what should you do? If someone looks at watch while you’re explaining a

process, what might you do?