Business Communication 1

Module 1

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.

ESTABLISHING RAPPORT

Field of Consciousness

How do you go about Establishing Rapport? You need Self-Confidence You must Understand People You must be Enthusiastic You must make Eye Contact You must be Interested in them

What are the most common ways we communicate?

es mag lI isua V

or d en W Spok

Written Word

Bod y La n gu age

Communication is a Series of Experiences of

Hearing

Smell

Seeing Taste

Touch

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 information : Among colleagues, peers at same level for 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 of 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.

Grapevine
Informal communication network (grapevine) transmits information through non official channels within the orgn. Carpooling to work, waiting to use the photocopier, jogging, eating in the cafeteria, or chatting at a local meeting wherever workers come together, they are likely to hear and pass on info about the possible happenings in the organization.

Common characteristics of grapevine

Employees often say that the grapevine is their most frequent source of co. info. Plans and performance. 80% of info passed along the grapevine is business related, and most of it (75% to 95 % ) is accurate. Grapevine is pervasive. It exists at all levels in the organization from corporate boardroom to assembly line.

Importance or advantages of grapevine

Information moves rapidly along the grapevine. The grapevine is most active when change is taking place and when ones need to know or level of fear is highest during layoffs, plant closings, acquisitions, mergers etc. The grapevine is a normal, often vital, part of any organization. Hence rather than trying to eliminate the grapevine, competent managers accept its presence and pay attention to it.

HIERARCHY LEVEL
Executive Director Vice President A.G.M.
Supervisor 1 Supervis or 2 Supervisor 3 Manager

Manager Supervisor Forman

Horizontal Comm.

The Communication Process

Medium

Barrier SENDER (encodes) RECEIVER (decodes)

Barrier

Feedback/Response

TOTAL COMMUNICATION PROCESS

Writing 9% Reading 16% Speaking 30%

Listening 45%

Barriers to communication
Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Poor listening skills Distractions

Barriers in Communication
Unwillingness to say things differently Unwillingness to relate to others differently Unwillingness to learn new approaches Lack of Self-Confidence Lack of Enthusiasm Voice quality Prejudice

(that have to do with the COMMUNICATOR)

Barriers in Communication
Disagreement between verbal and non-verbal messages Negative Self Image Lack of Feedback Lack of Motivation and Training Language and Vocabulary Level Lack of Self Awareness
(that have to do with the COMMUNICATOR)

Barriers in Communication
(that have to do with the RECEIVER) Selective Perception Unwillingness to Change Lack of Interest in the Topic/Subject Prejudice & Belief System Rebuttal Instincts Personal Value System Here-and-Now internal & external factors

External Barriers in Communication

Environment
The venue The effect of noise Temperature in the room

Other People Status, Education Time

Hearing Vs Listening
Hearing Physical process, natural, passive Listening Physical as well as mental process, active, Listening is learned process, a skill hard. You must choose to participate in the process of listening.

5 Basic reasons we Do Not Listen

Listening is Hard Work Competition The Rush for Action Speed differences (120 wpm v/s 360 wpm) Lack of Training

4 Levels of Listening
The The The The Non-Listener Marginal Listener Evaluative Listener Active Listener

Improving Listening Skills

By not being Preoccupied Being Open Minded & Non Defensive Minimizing Interruptions Effective Listening is: Hearing, interpreting when necessary, understanding the message and relating to it. By Asking Questions

VALUE OF LISTENING
Listening to others is an elegant art. Good listening reflects courtesy and good manners. Listening carefully to the instructions of superiors improve competence

and employment and social relations.

performance.

The result of poor listening skill could be disastrous in business, Good listening can eliminate a number of imaginary grievances of

employees.
Good listening skill can improve social relations and conversation. Listening is a positive activity rather than a passive or negative activity.

COMMUNICATION
7% WORDS
Words are only labels and the listeners put their own interpretation on speakers words

38% PARALINGUISTIC
The way in which something is said - the accent, tone and voice modulation is important to the listener.

55% BODY LANGUAGE

What a speaker looks like while delivering a message affects the listeners understanding most.

ESSENTIALS OF COMMUNICATION Dos

Always think ahead about what you are going to say. Use simple words and phrases that are understood by every

body.

Increase your knowledge on all subjects you are required to

speak.

Speak clearly and audibly. Check twice with the listener whether you have been

understood accurately or not been already said.

In case of an interruption, always do a little recap of what has Always pay undivided attention to the speaker while listening. While listening, always make notes of important points.

ESSENTIALS OF COMMUNICATION DONTs

Do not instantly react and mutter something in

anger.
Do not use technical terms & terminologies not

understood by majority of people.

Do not speak too fast or too slow. Do not speak in inaudible surroundings, as you

wont be heard.
Do not assume that every body understands you. While listening do not glance here and there as it

might distract the speaker.

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.

TYPES OF BODY LANGUAGE

Remember that you are dealing with PEOPLE
(P)OSTURES & GESTURES
How do you use hand gestures? Stance?

(E)YE CONTACT
Hows your Lighthouse?

(O)RIENTATION
How do you position yourself?

(P)RESENTATION How do you deliver your message? (L)OOKS

Are your looks, appearance, dress important?

(E)PRESSIONS OF EMOTION
Are you using facial expressions to express emotion?

Improving Body Language Tips

Keep appropriate distance Touch only when appropriate Take care of your appearance Be aware - people may give false cues Maintain eye contact Smile genuinely

Success for YOU in the new global and diverse workplace requires excellent communication skills!