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