Business Communication Ppt
Transcript of Business Communication Ppt
Introduction toBusiness Communication
The Communication Environment
Business Communication Foundation
Chapter I
Learning Objectives
Explain the importance of business communication to individuals and organizations
Explain the goals of business communication Describe the patterns of business
communication Explain the communication process Identify communication barriers and ways to
overcome them
1. Explain the importance of business communication to individuals and
organizations
Communication is a vital part of life as we use it in our daily lives continuously
Communication is important as it is considered the foundation of individuals’ personal and professional relationships
Good communication skills are tools for achieving one’s goals and results effectively
Why Effective Communication is Important?
Getting the jobs you want
Gaining promotions
Providing Leadership
Being productive on the job
Relating positively to others
Assuring the success of your organization
Why Effective Communication is Important? Con’t
Professional business researches have revealed that communication skills rank high among the skills necessary to succeed in business
Business must have effective internal and external communication
What is Internal Communication?
These are the internal operations that depend on the day to day exchange of information among employeesExchange of information includes performance objectives, job instructions, financial data, customer orders, inventory data, production problems and solutions, as well as employees production reportsEffective internal communication helps the organization to accomplish long term planning and strategic decisions
What is External Communication?
It builds goodwill, brings in order and ensures continued existence and growth
Day to day external communication includes sales calls, product advertisements, news releases, employment notices, bank transactions and periodic reports to governmental agencies
Effective external communication helps the organization achieve long range impact on new product, expansion plans, annual reports and contributions to community activities
2. Goals of Business Communication
Receiver Understanding
Receiver Response
Favorable Relationships
Organizational Goodwill
Receiver Understanding
The most important of all the goals
The message must be clear so that the receiver understands it as the sender means it to be understood
The sender and receiver must achieve a shared meaning
To deliver a clear message the sender must consider:
Receiver Understanding Con’t
To deliver a clear message the sender must consider:
1. Receiver Characteristics
2.Message form and content
3.Receiver feedback
4.Communication barrier
Receiver Response
The receiver response may be positive, negative or neutral
The receiver response might be conveyed in words, actions or both depending on the situation
The sender must assist the receiver to respond in both oral (asking questions)or written (letters or phone calls)communication
Favorable Relationships
It focuses on the people involved in the communication process To achieve a strong business relationship sender and receiver must relate to each other positively, personally and professionally The sender should assume primary responsibility to create and maintain favorable relationship with receiver, this includes:Using positive wording, stressing the receiver's interests and benefits, and doing more than expected
Organizational Goodwill
This fourth goal stresses benefits to the organization
Goodwill of clients is basic for the organization as clients gain confidence in the organization itself
Senders achieve goodwill via the effective communication that reflect their company and products positive
3. Patterns of Business Communication
The patterns of business communication involve external and external communication
Internal Communication Patterns
Vertical communication: messages flow upward or downward along a path referred as “ the chain of command”Horizontal communication: messages flow occurs between workers or units of comparable status who need to share data or coordinate effortsNetwork communication: information flows freely among those who have a common bond that goes beyond the participants’ role or unit within the organization
Internal Communication Patterns Con’t
Formal Communication: is business related with some personal touches, it can be written (memos, reports) or oral (speech, meeting)
Formal communication is planned by the organization, flows in all directions, and is essential for the effective operation of the business
Internal Communication Patterns Con’t
Informal Communication: consists of business related as well as personal information, ex: rumors
Informal communication is not planned by the organization, it flows in all directions, and it develops and maintains positive human relationships
Internal Communication Patterns Con’t
Serial communication: information flows vertically and horizontally to more than one individual through oral, written or electronic communication
Sender: should keep the message simple and request feedback
Receiver: should take notes and repeat the message
External Communication Patterns
It flows between a business organization and the entities with which it interacts in written or oral forms
A company might externally communicate with entities it deals with, such as customers, suppliers, media, governmental agencies and competitors
The Communication ProcessThe Communication Process
ChannelAnd Medium
Six-PhaseProcess
ChannelAnd Medium
Six-PhaseProcess
Phase 1:Sender Has
an Idea
Phase 1:Sender Has
an Idea
Phase 3:Sender Transmits
Message
Phase 3:Sender Transmits
Message
Phase 2:Sender Encodes
Idea
Phase 2:Sender Encodes
Idea
Phase 6:Receiver
Sends Feedback
Phase 6:Receiver
Sends Feedback
Phase 4:Receiver Gets
Message
Phase 4:Receiver Gets
Message
Phase 5:Receiver Decodes
Message
Phase 5:Receiver Decodes
Message
Situation
Sender’s and Receiver’s Roles
Sender’s Role:
1. Select the type of message
2. Analyze the receiver
3. Use the You viewpoint
4. Encourage feedback
5. Remove communication barriers
Sender’s and Receiver’s Roles Con’t
Receiver’s role:
1. Listen and read carefully
2. Open to different ideas
3. Make notes
4. Provide feedback
5. Ask questions to clarify the message
Communication Types and channels
Verbal communication: using oral and written words
Non verbal communication:audio and visual presentations
Verbal channels: memos, emails, telegram
Non verbal channels: gestures and facial expressions
Analysis of the Receiver for the you Viewpoint
Sender must consider receiver’s viewpoint while composing and sending the messageIn order to do so, sender must analyze the receiver’s
1. Knowledge2. Interests3. Attitudes4. Emotional reaction5. Use the you viewpoint
Providing for Feedback
To achieve a successful communication process receiver must provide feedback of the message to the sender
To achieve this goal sender must:
1. Ask for response either directly or indirectly
2. Assist the receiver in giving response
5. Communication Barriers
These are factors that interfere with the success of the communication process
These barriers may occur between any two of the communication process steps or may affect all the steps in the process
5. Communication Barriers Con’t
1.Word choice: word choice is considered one of the basic communication barriers
• Words shouldn't be too difficult or too easy• Sender should use a language that is
understood by the receiver, ex: colloquial English if English is not the primary language
• The choice of language is based on analyzing your receiver well
5. Communication Barriers Con’t
2. Denotative Vs Connotative Meaning• Denotative Meaning: is the definitions
provided by a dictionary• Connotative Meaning: is any other meaning of
a word suggested by the receiver and that is based on his experiences, attitudes, emotions or interests
• Analyzing your receiver might solve this problem
• Ex: fast work
5. Communication Barriers Con’t
3. Implications and Inferences: • Implications: are meanings given through
connotations rather than specific details• Inferences: are conclusions drawn from
connotations rather than specific details
5. Communication Barriers Con’t
4. Punctuation, Spelling, Grammar, and Sentence Structure
• Spelling ad grammatical mistakes may hinder the receiver’s understanding of a written or a spoken message, and the sender might lose its credibility
5. Communication Barriers Con’t
5. Type of Message• Selecting the type of the message is based on
the situation itself to ensure effective communication
• Message type might be written or spoken• Ex: explaining a complicated task (Written),
solving conflicts between employees (Oral)
5. Communication Barriers Con’t
6. Appearance of the Message• This is involved with the readability of the
message• Ex: wrinkled paper, poor handwriting
5. Communication Barriers Con’t
7. Appearance of the Sender• The credibility of the message is based on the
sender’s appearance • Sender’s unintended nonverbal messages might
hinder the communication with the receiver
5. Communication Barriers Con’t
8. Environmental factors• Noise or any other distracting environmental
factors might hider the success of a communicated message, such as room temperature, lights, color
5. Communication Barriers Con’t
9. Receiver’s capability
This might include the limited capabilities of the receiver, for instance if he has any physical disability, the sender must choose the appropriate message type and channel to reach him
5. Communication Barriers Con’t
10. Listening
Poor listening may hinder the understanding of a communicated message
5. Communication Barriers Con’t
11. Other communication barriers
A. Lack of interests
B. Lack of knowledge
C. Cultural perceptions
D. Language difficulty
E. Emotional state
F. Bias
Thank You