EFFECTIVE COMMUNICATION Achieving Success Through Effective Business Communication.
Effective Communication in Business( Lecture#1-3)
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Transcript of Effective Communication in Business( Lecture#1-3)
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EFFECTIVEEFFECTIVECOMMUNICATION INCOMMUNICATION IN
BUSINESSBUSINESS
NADEEM AHMEDNADEEM AHMED
MOHAMMAD ALI JINNAH UNIVERSITY
January, 2010
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KEY TO SUCCESSKEY TO SUCCESS
WHAT YOU SAYWHAT YOU SAY
HOW YOU SAYHOW YOU SAY
Words are the most powerful drug usedWords are the most powerful drug used
by mankind.by mankind.
((Rudyard Kipling)Rudyard Kipling)
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WHAT IS AN ORGANIZATION?WHAT IS AN ORGANIZATION?
A group of people associated A group of people associated forfor
business, political, professional, religious,business, political, professional, religious,
athletic, social, or other purposes.athletic, social, or other purposes.
Its activities require human being toIts activities require human being to
interact, reactinteract, react communicatecommunicate..
Organizations facilitate to exchange information,Organizations facilitate to exchange information,ideas, plans, order needed supplies, makeideas, plans, order needed supplies, make
decisions, rules, proposals, contracts, agreementsdecisions, rules, proposals, contracts, agreements
etc.etc.
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ORGANIZATIONAL COMMUNICATIONORGANIZATIONAL COMMUNICATION
Virtually every management function and activityVirtually every management function and activity
e.g. Planning, controlling, decision making,e.g. Planning, controlling, decision making,
leadership and staffing, can be consideredleadership and staffing, can be considered
communication.communication.
Org. Performance correlates directly with theOrg. Performance correlates directly with the
quality of managerial communication.quality of managerial communication.
An average manager spends more time inAn average manager spends more time in
communicating than doing anything else.communicating than doing anything else.
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WHAT IS COMMUNICATION ?WHAT IS COMMUNICATION ?
Communication is the process ofCommunication is the process of
transmitting information from onetransmitting information from oneperson to another.person to another.
The transfer of information andThe transfer of information and
understanding from one person tounderstanding from one person to
another person.another person.
CONTD
(Keith Davis)(Keith Davis)
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Communication is a socialCommunication is a social
process.process. Communication is like chainCommunication is like chain
process, made up of identifiableprocess, made up of identifiable
links.links. A process of transmitting andA process of transmitting and
receiving verbal and nonreceiving verbal and non--verbalverbal
messages that produce amessages that produce aresponseresponse
(Murphy & Hildebrandt)
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CommunicationCommunication refersrefers toto thethe act,act,
byby oneone oror moremore persons,persons, ofof sendingsending
andand receivingreceiving messagesmessages thatthat areare
distorteddistorted byby noise,noise, occuroccur withinwithin aa
context,context, havehave somesome effect,effect, andand
provideprovide somesome opportunityopportunity forfor
feedbackfeedback
(Joseph A. Devito)(Joseph A. Devito)
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COMMUNICATION IS REPRESENTED BY:COMMUNICATION IS REPRESENTED BY:
10% words10% words what we saywhat we say
30% sounds30% sounds tonetone
60% body language60% body language how we say ithow we say it
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DecisionDecision
MakingMaking
StakeholderStakeholder
ResponseResponse
PromotionalPromotional
MaterialsMaterialsWork FlowWork Flow
ProductivityProductivityProfessionalProfessionalImageImage
ProblemProblem
SolvingSolving
BusinessBusiness
RelationshipsRelationships
EffectiveEffectiveCommunicationCommunication
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Todays Dynamic WorkplaceTodays Dynamic Workplace
Advances in
Technology
The Age of
Information
Globalization
and Diversity
Team-Based
Organizations
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WHY TO COMMUNICATE?WHY TO COMMUNICATE?
Communication satisfaction correlatesCommunication satisfaction correlates
with job satisfaction and job performance.with job satisfaction and job performance.
Commitment correlates with jobCommitment correlates with job
satisfaction and perceptions of goodsatisfaction and perceptions of good
organizational climate.organizational climate.
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COMMUNICATION GOALSCOMMUNICATION GOALS
To change behavior
To get action
To ensure understandingTo persuade
To get and give
Information
Source: CGAP Direct
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CRITICAL SUCCESS FACTOR FOR LIFECRITICAL SUCCESS FACTOR FOR LIFE
The majority of your perceivedThe majority of your perceivedability comes from how youability comes from how youcommunicatecommunicate
70% How you
communicate it
30%What you know
Source: CGAP Direct
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EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION
EffectiveEffective communicationcommunication occursoccurs whenwhen thethe
messagemessage receivedreceived isis asas closeclose asas possiblepossible asas
thethe messagemessage intendedintended toto bebe sentsent mutualmutual
understandingunderstanding..
Communication is effective only if people:Communication is effective only if people:
-- Understand each otherUnderstand each other
-- Stimulate others to take actionStimulate others to take action
-- Encourage others to think in newEncourage others to think in new
ways.ways.
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ORGANISATIONAL BENEFITS OFORGANISATIONAL BENEFITS OFEFFECTIVE COMMUNICATIONSEFFECTIVE COMMUNICATIONS
Increase productivityIncrease productivity
Anticipate problemsAnticipate problems
Make decisionsMake decisions
Coordinate workflowCoordinate workflow
Supervise othersSupervise others
Develop relationshipsDevelop relationships
Better understanding in theBetter understanding in the
workplace in generalworkplace in general
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COMMUNICATION TODAYCOMMUNICATION TODAY
Significant source in managing and leadingSignificant source in managing and leading
organizations.organizations.
Opportunity to involve and motivate peopleOpportunity to involve and motivate peopleto common goals.to common goals.
Opportunity to cooperation withOpportunity to cooperation with
stakeholders.stakeholders. Challenge to confirm the status in society.Challenge to confirm the status in society.
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COMMUNICATION SKILLS ANDANDTOP EXECUTIVESTOP EXECUTIVES
Communication skills occupy as much as 90% of aCommunication skills occupy as much as 90% of a
top executives working day.top executives working day.
85% of business execs. rated business85% of business execs. rated businesscommunication as very important, whereas onlycommunication as very important, whereas only
20% rated knowledge of principles of management20% rated knowledge of principles of management
as very important.as very important.
Fortune 500 execs. rank oral presentations, memoFortune 500 execs. rank oral presentations, memo
writing, and report writing as the top 3 necessarywriting, and report writing as the top 3 necessary
communication skills.communication skills.
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AREAS OF HUMAN COMMUNICATIONAREAS OF HUMAN COMMUNICATION
IntrapersonalIntrapersonal to think, reason, analyze, reflect.to think, reason, analyze, reflect.
InterpersonalInterpersonal to discover, relate, influence, play, help.to discover, relate, influence, play, help.
Small groupSmall group share information, generate ideas, solveshare information, generate ideas, solveproblems, help.problems, help.
OrganizationalOrganizational increase productivity, raise morale,increase productivity, raise morale,
inform, persuade.inform, persuade.
PublicPublic inform, persuade, entertaininform, persuade, entertain
MassMass entertain, persuade and informentertain, persuade and inform
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BASIC COMMUNICATION PROCESSBASIC COMMUNICATION PROCESS
SENDERSENDER
--------------------PERCEPTIONPERCEPTION
------------------IDEAIDEA
ENCODEENCODE MEDIUMMEDIUM DECODEDECODE
UNDERSTANDINGUNDERSTANDING
--------------------PERCEPTIONPERCEPTION
------------------RECEIVERRECEIVER
FEEDBACKFEEDBACK
CONTEXT
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ELEMENTS OF COMMUNICATIONELEMENTS OF COMMUNICATION
CONTEXTCONTEXT
SENDER / ENCODERSENDER / ENCODER MESSAGEMESSAGE
MEDIUMMEDIUM
RECEIVER / DECODERRECEIVER / DECODER
FEEDBACKFEEDBACK
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COMMUNICATION CONTEXTCOMMUNICATION CONTEXT
PHYSICAL CONTEXTPHYSICAL CONTEXT
CULTURAL CONTEXTCULTURAL CONTEXT SOCIALSOCIAL--PSYCHOLOGICAL CONTEXTPSYCHOLOGICAL CONTEXT
TEMPORAL (TIME) CONTEXTTEMPORAL (TIME) CONTEXT
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PHYSICAL CONTEXTPHYSICAL CONTEXT
TangibleTangible oror concreteconcrete environmentenvironment
ii..ee.... RoomRoom oror hallwayhallway oror parkpark..
ExertExert influenceinfluence onon thethe contentcontent
(what(what wewe say)say) asas wellwell asas thethe formform(how(how wewe saysay it)it) ofof thethe messagemessage..
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CULTURAL CONTEXTCULTURAL CONTEXT
RefersRefers toto thethe communicatorscommunicators rulesrules
andand norms,norms, beliefsbeliefs andand attitudesattitudes
thatthat areare transmittedtransmitted fromfrom oneone
generationgeneration toto anotheranother..
DirectDirect eyeeye contactcontact betweenbetween childchild
andand adultadult signifiessignifies directnessdirectness andand
honesthonest inin oneone cultureculture andand defiancedefiance
andand lacklack ofof respectrespect inin otherother..
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SOCIALSOCIAL--PSYCHOLOGICALPSYCHOLOGICAL
CONTEXTCONTEXT IncludesIncludes statusstatus relationshipsrelationships amongamong thethe
participants,participants, thethe rolesroles andand thethe gamesgames
thethe peoplepeople play,play, andand thethe culturalcultural rolerole ofofthethe societysociety inin whichwhich theythey areare
communicatingcommunicating..
IncludesIncludes friendlinessfriendliness oror unfriendliness,unfriendliness,
formalityformality oror informality,informality, andand seriousnessseriousness
oror humorousnesshumorousness ofof thethe situationsituation..
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TEMPORAL CONTEXTTEMPORAL CONTEXT
TimeTime ofof dayday asas wellwell asas timetime ofof historyhistory
ForFor manymany peoplepeople morningmorning isis notnot aa timetime forfor
communicationcommunication;; forfor othersothers itit isis idealideal
AppropriatenessAppropriateness andand impactimpact ofof messagesmessagesdepend,depend, inin part,part, onon thethe timetime inin whichwhich theythey areare
uttereduttered..
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MESSAGES AND CHANNELSMESSAGES AND CHANNELS
communicationcommunication channelchannel isis thethe mediummediumthroughthrough whichwhich thethe messagemessage passespasses..
rarelyrarely takestakes placeplace overover oneone channelchannel.. maymayuseuse two,two, three,three, fourfour differentdifferent channelschannelssimultaneouslysimultaneously..
vocalvocal channelchannel:: speakspeak && listenlisten
visualvisual channelchannel:: gesturegesture
olfactoryolfactory channelchannel:: emittingemitting oror detectingdetectingodorsodors
tactiletactile channelchannel:: touchingtouching anotheranother personperson
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FEEDBACK MESSAGESFEEDBACK MESSAGES
PositivePositive ---------- negativenegative
PersonPerson--focusedfocused ---------- messagemessage
focusedfocused
ImmediateImmediate ---------- delayeddelayed
Low monitoringLow monitoring ---------- highhigh
monitoringmonitoring
SupportiveSupportive ---------- criticalcritical
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CONSTRUCTIVE FEEDBACKCONSTRUCTIVE FEEDBACK
BasedBased uponupon trust trust betweenbetween sendersender andandreceiverreceiver
SpecificSpecific ratherrather generalgeneral
GivenGiven atat aa timetime whenwhen thethe receiverreceiver appearsappears totobebe readyready toto acceptaccept itit..
CheckedChecked withwith thethe receiverreceiver toto determinedeterminewhetherwhether itit seemsseems validvalid
IncludesIncludes behavioursbehaviours thethe receiverreceiver maymay bebecapablecapable ofof doingdoing
DoesDoes notnot includeinclude moremore thanthan thethe receiverreceiver cancanhandlehandle atat anyany particularparticular timetime..
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FEEDBACK SKILLSFEEDBACK SKILLS
Emphasize what you see and hearEmphasize what you see and hear descriptive rather evaluative feedbackdescriptive rather evaluative feedback
Concentrate on particular pointsConcentrate on particular points
Outline the positive points.Outline the positive points.
Indicate what can and should be doneIndicate what can and should be done
Build on what people wantBuild on what people want
Choose your timeChoose your time
Reach an agreementReach an agreement
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EXTERNAL COMMUNICATIONEXTERNAL COMMUNICATION
REPUTATIONAL MANAGEMENTREPUTATIONAL MANAGEMENT
REPUTATION CAPITALREPUTATION CAPITAL
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INTERNAL COMMUNICATIONINTERNAL COMMUNICATION
Determination of tasks, principles andDetermination of tasks, principles and
objectivesobjectives
Analysis of the employees knowledge andAnalysis of the employees knowledge andimage of the organizationimage of the organization
Determination of focus areas inDetermination of focus areas in
developing communicationdeveloping communication
Responsibilities and resourcesResponsibilities and resources
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ORGANIZATION CHART ANDFORMAL COMMUNICATIONS
SECRETARYSECRETARY
AS Sr. JS/JS
DS DSDSDS
Upward
Communication
Information
DownwardCommunicati
on
Instructions
and Directives
Efforts at Coordination
Horizontal Communication
SO SO
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EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION
Watch the languageWatch the language Follow throughFollow through
Deal with uncertaintyDeal with uncertainty
Be an active listenerBe an active listener
Manage conflictManage conflict Respond, dont reactRespond, dont react
Give feedbackGive feedback
Invite participationInvite participation
Keep your team upKeep your team up--toto--datedate
Connect personally with employeesConnect personally with employees
Take advantage of communication resourcesTake advantage of communication resources
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WAYS WE COMMUNICATEWAYS WE COMMUNICATE
WritingWriting-- resumes, cover letters,resumes, cover letters,professional letters, emails, facebook,professional letters, emails, facebook,MySpaceMySpace
TalkingTalking-- public speaking, facepublic speaking, face--toto--face, cell phone messages,face, cell phone messages,interviews, voice mailinterviews, voice mail
ListeningListening
NonNon--verbalsverbals
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BARRIERS TO COMMUNICATIONBARRIERS TO COMMUNICATION
Physical barriersPhysical barriers-- yelling across the hall,yelling across the hall,communicating from different locationscommunicating from different locations
Perceptual barriersPerceptual barriers-- we all see thewe all see theworld differentlyworld differently
Emotional barriersEmotional barriers-- withholdingwithholdingthoughts and feelingsthoughts and feelings
Cultural barriersCultural barriers-- group behaviorsgroup behaviors Language barriersLanguage barriers-- not everyone isnot everyone is
familiar with all languages or jargonfamiliar with all languages or jargon
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WAYS TO OVERCOME THESE BARRIERSWAYS TO OVERCOME THESE BARRIERS
Physical barriersPhysical barriers-- try to use facetry to use face--toto--facefacecommunication frequentlycommunication frequently
Perceptual barriersPerceptual barriers-- recognize we haverecognize we havedifferent values and try to recognize wheredifferent values and try to recognize where
the person is speaking fromthe person is speaking from
Emotional barriersEmotional barriers-- try to build trusttry to build trust
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Cultural barriersCultural barriers-- recognize differences inrecognize differences in
meaning, pacing, volume and gesture, space,meaning, pacing, volume and gesture, space,and touchand touch
Language barriersLanguage barriers-- learn more about differentlearn more about differentcultures, relax, try to find a place where therecultures, relax, try to find a place where thereare not many additional stimuli to take awayare not many additional stimuli to take awayfrom the exchange of messagesfrom the exchange of messages
ask what people need in order to communicate mostask what people need in order to communicate most
effectivelyeffectively
Solicit feedbackSolicit feedback