BUSINESS COMMUNICATION

What is Communication?
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.

A Definition
Communication 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?

Written Word

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 Informal Network : : Virtually vertical as per chain go command within the hierarchy. 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

Medium

Barrier SENDER (encodes) RECEIVER (decodes)

Barrier

Feedback/Response

The Communication Process Basic Model

5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message

6. Possible additional feedback to receiver

How to Improve Existing Level of COMMUNICATION?

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

Written
Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual

Oral
Telephone Face-to-face conversation Company meetings Team meetings

Electronic
E-mail Voicemail Instant Messaging Intranet Videoconferencing

Communication Flowing Through Formal Channels

Downward
Management directives Job plans, policies Company goals Mission statements

Horizontal
Task coordination Information sharing Problem solving Conflict resolution

Upward
Employee 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 COMMUNICATION SKILLS

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 IF

PEOPLE:
UNDERSTAND EACH OTHER STIMULATE OTHERS TO TAKE ACTION ENCOURAGE OTHERS TO THINK IN NEW WAYS.

SEVEN Cs OF COMMUNICATION
COMPLETENESS CONTAINS ALL FACTS THE READER OR LISTENER NEEDS FOR DESIRED ACTION. CONCISENESS CONSIDERATION CONCRETENESS

CLARITY
COURTESY CORRECTNESS

NON-VERBAL COMMUNICATION

NON-VERBAL COMMUNICATION
The most basic form of communication is non-verbal. The term non-verbal means without word. Thus nonverbal communication is communication without words. Non-verbal communication means communication that occurs without words.

DEFINITION
Acc 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 Persons 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 LANGUAGE
The 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 COMMUNICATION

VERBAL COMMUNICATION
ORAL COMMUNICATION WRITTEN COMMUNICATION

ORAL COMMUNICATION
Oral 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 COMMUNICATION

COMMON BARRIERS TO COMMUNICATION

1. SEMANTICS
Definition of words
Choice of words

COMMON BARRIERS TO COMMUNICATION

2. POOR CHOICE, USE OF CHANNELS

Oral alone:

When to use certain channel

Simple reprimand Settle simple dispute Dont need immediate feedback Need record

Written alone:

COMMON BARRIERS TO COMMUNICATION

2. USE OF CHANNELS
Both 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. PERCEPTIONS
Stereotypes Halo effects Selective 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 LISTENING

LISTEN TO RESPOND LISTEN TO UNDERSTAND

TO OVERCOME BARRIERS:
Learn to use feedback well. Be sensitive to receivers 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.

LISTENING

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 nonanxious presence.

Barriers to Listening
Equate With Hearing Uninteresting Topics Speakers 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. Listen 2. Question 3. ReflectParaphrase 4. Agree

Step 1: Listen
To Feelings As Well As Words
Focus on Speaker
Words Emotions -- Implications Dont plan, speak, or get distracted

What Is Speaker Talking About?

Look At Speaker Use Verbal & Non-Verbal Encouragers
Topic? Speaker? Listener? Others?

Step 2: Question
3 Purposes
Demonstrates you are listening Gather information Clarification Tell me more? How did you feel? Then what happened?

Open-ended

Step 3: ReflectParaphrase
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 Speakers 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 weve discussed Observer observe the application of the skills and take notes

INTERVIEW

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 YOURSELF a) Dress properly b) Take all the Certificate c) Be on Time d) Appearing for the Interview e) Walk Right In! f) Being Interviewed g) Do not overstay your Allotted Time h) Reason for Leaving i) On Leaving, Sincerely Thanks the Interviewer for His or Her Time

CONDUCTING INTERVIEW
1. 2. 3. 4. Decision about the Suitable Location Preparation for the Interview Commencing the Interview Using questions for control Listening by the Interviewers Summarizing Note-Taking Closing the Interview Making Judgments and Analyzing Results