Role of communication

Communication essential in business communicators are scarce

Good

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Types of communication
Speaking

Writing

and

Listening

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Employers preference
Good Most

communicators

important skill is communication and college students dont communicate well correlation between communication & income
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Employees High

Determination of career success

Writing Display

and speaking well of proper etiquette:

a. prescribed rules of behaviour b. courtesy in society

Listening

attentively

Performance

depends upon ability to communicate: a. promotions/higher4/28/12 positions

Why business needs communication?

Employees

send /receive communication a. process information b. give and take orders c. speak over telephones d. oral & written messages

e. communication in between departs

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Purpose of communication
Essential Enables To

for the organised efforts

human beings to work together perform management functions directing coordinating staff, plan & control
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Main forms of communication

Inter-operational External Personal

communication

operational communication communication

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Inter-operational communication
All To

communications within business

implement business operating plan: a. manufacture products b. provide service or c. sell goods

Forms

of internal operations
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giving orders

External operational communication

Communication Direct

with people outside business environment selling advertising, messaging

Telephoning,

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Advertising
1. Radio / television messages, 2. News paper and magazine advertising, 3. Website and advertising; and 4. Display material at the point of

purchase.

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Improving public relations

community courtesy

services of its employees

of its employees and

environmental Messages

friendship of its products and facilities display the companys etiquette a. has the human effect b. clarity, warmth & understanding
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Importance of internal & external communication

Business Ability

success depends upon external contacts to satisfy customers & distribution of goods

Production

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Personal Communication
Non-business

related exchanges &

feelings
Attitudes

affect employees performance

1. 2.

spending much time with friends in work place affects the success of business

3. directly affect productivity 4. intense heated arguments

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Personal Communication
Employees

attitude affected to the extent of personal communication permitted

1. extent permitted affects the attitude 2. absolute denial leads to emotional upset 3. could interfere in the work done 4. mid approach is the best

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Communication network
Complex Flow

formal & informal network

is mainly downward

Upward

communication is also important

1. formal lines of organisation 2. information, orders etc. originate from the

top

3. Information from lower level is important

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Formal network
Like

arteries in the body operational communication

Maintains Most

communication falls under formal network network includes:

1. internal flow and 2. external flow
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Formal

Internal flow
information records orders instructions e-mail,

by reports

kept in the organisation and messages

intranet and internet

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External flow
Directed Sales

messages and publicity

presentations

Advertising

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Informal network
Parallel Like

to formal network of communication take

veins in the body

Thousands

place
Does Ever

not follow any set pattern changing linking all relationships networks consisting of group 4/28/12

Complex Smaller

Variation in communication activity

The

amount of business communication depends on: business require little communication business needs more communication location / single4/28/12 location

Small

Large

Multiple

Process of communication
A B

sends a message to B receives the message from A

This i.e.

process takes place in separate actions but simultaneously one is sending, another is receiving
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Forms of message
Gestures Facial

expressions

Drawings Written Spoken

words

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Sensory world of B
When It

the message enters the sensory world of B picks up noise through the senses of:
1. sight 2. hearing 3. Smell 4. taste and 5. touch
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Process in Bs mind
1. filters the message through his unique

mind

2. gives a meaning 3. trigger a response and 4. sends a message to A

It

enters As Sensory world and a second cycle begins

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Factors involved in sensing

Picking

up the message depends up on the ability to sense

Message

is picked up
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Filtering Process
The

contents of B's mind filter the message received. The contents include: 1.all the experience of B 2.knowledge
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Formation and Sending of the Response

Bs

mind reacts to the meaning to the message received to react meaning is strong B may react by:

Begins If

1. words 2. gestures 3. physical actions or 4. some other means

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Written communication
Creative

work begins in the mind

Communication Process

is well thought
: in a few days : perhaps in days, weeks or

1. Fax/ e-mail: read in few minutes 2. Letters 3. Reports

months
Some

written communication is one

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cycle

Some basic truth about communication

1. Meanings sent are not always received:

No two minds are having identical:

a. store house of words b.

gestures

c. facial expressions or d. Symbols

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Non-verbal communication

Accounts total message

a. Use non-verbal communication to:
1. supplement and 2. reinforce your words.

b. It communicates itself.

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Nature of nonverbal communication

All communication without words.

a. Frown on some ones forehead. b. Headache or deep thought interpreted

as worry.

Cross-cultural

aspects give many meanings to nonverbal communication.

e.g. body positions and movements 4/28/12 affecting various factors

Types of non-verbal communication

1. 2. 3. 4.

Body language Space Time and paralanguage

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Body language
Our

body senses non-word messages through : Arms Fingers Expression gestures (physical movements of the arms, legs, head etc.,),
4/28/12

1. 2. 3. 4.

Body language
We

convey certain meanings to others. convey certain meanings to us in return. networking of emotions in our body reflect: face and eyes, gestures,
4/28/12 posture and physical appearance

Others Inner

1. 2. 3.

Body language
Gestures More

send non-verbal message.

louder messages will have more gestures. appearance - clothing, hair, jewelry, cosmetics, etc., also communicate. sure your appearance fits to the situation.
4/28/12

Physical

Make

Space
Space Your The

is another type of nonverbal language. culture constructs the space language. four types of space are:
intimate : physical contact to 18 inch personal: 18 inch to 4 feet social public

: 4 inch to 12 inch
4/28/12 : 12 feet to the range of hearing

Time
How Do Do

do manage your daily time schedule. you prioritize your telephone calls? you prepare agenda for your meetings? people tend to view time as linear and always moving ahead. People in e.g. English
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Monochromatic

Para language
You

can change the meaning of the spoken sentences:

I am a good communicator I am a good communicator I am a good communicator I am a good communicator I am a good communicator

Counting

one to ten with different emotional state viz. anxiety, anger or 4/28/12

Para language

Para language creates meanings because of:

speed, pitch volume and connection of words

1. 2. 3.

.Degrees

of consistency between what and how someone says 4/28/12 something conveying meaning.

Use Plain English

Consider the brief passage as follows:

Pursuant to our discussions of February 3 in reference to the L-19 transistor, please be advised that we do not presently in receipt of the above-mentioned item but expect to have it in stock within one week. Enclosed herewith please find a brochure regarding the said transistor as per your request. 4/28/12

Appreciate Use

for being approached in a personal way. the word you, your, yours, whenever you can. I, we, me, my, or mine. begin a letter with I or we.
4/28/12 using you is not enough.

Use the you approach

Avoid

Never

Merely

Ignoreing you attitude

am happy to announce the

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You attitude
You

can rewrite the announcement of opening the store as follows.

You will be happy to learn that now there will be a department store in a central locality where you can purchase almost anything you and your family wants. You can step into the childrens department where Chacha Friend, will amuse 4/28/12 children your

Listening
Listening

is just as important as causes more problems

talking
Listening

Listening involves how we sense, filter and retain the incoming message of us do not listen well
4/28/12 effort to improve your mental

Most Be

attentive to improve your listening

Take

The nature of Listening

Listening

involves:

sensing filtering and remembering

sounds

are mainly spoken words

Listening

process involves the addition of filtering and remembering.

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Sensing
You

can sense the deteriorated spoken words: with the ability to sense sounds and being attentive. well our ears can pick the sounds? aids can reduce the 4/28/12 difference.

1. 2.

.How

.Hearing

Filtering
Filtering It

is the process

gives meaning to the symbols

Meaning

depends upon the unique contents of each persons mind.

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Remembering
Remembering

what we hear is part of

our listening.

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Improve your Listening Ability

First, Be

you must want to improve it.

alert and free yourself to pay attention. on your mental filtering. try to remember. from the speakers viewpoint.

Concentrate Think

Consciously In

addition, follow the guidelines of Ten Commandments of listening 4/28/12 as follows:

Ten commandments
Stop Put

talking the talker you want to distractions with the talker

the talker at ease

Show

listen
Remove Emphasis Be

patient your temper

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Hold

 The

1.

Interviewing Determine the qualifications

purpose of the interview is to:

2. Matching the needs of:

a. the applicant and b. the employer

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Qualifications
Qualifications

are important in the following perspectives:

1. Can the applicant do the job or trained

to do it?

2. Will the person do the job and

continued to do it? the job?

3. How will the person fit with others in

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Interviews promote goodwill

Encourage Enhance Help

acceptance of job offer

the number of persons to seek employment the current customers to repeat purchase the products or services and avoid legal action for discrimination
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Can

Cost of recruitment
Release

of advertisement of applications received of interview

Processing Hiring

interviewers

Arrangement Issue

of orders and development

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Training Place

of posting

The interviewing process

Preparing

for the interview the necessary

Establishing

information
Controlling Evaluating

the interview and the data in terms of the

needs of:
1. the employers and 2. the applicant
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Preparation for the interview

You

must plan for the interview

Develop

you skill in role playing and have feed back the essential job requirements the physical environment suitable for interview
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Determine Arrange

Preparation for the interview

Be

alert to fair and equal employment considerations your action that allow for time efficiency candidates qualifications as they relate to the demands of the job

Plan

Explore

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Rapport with the interviewee

The

interview should be free from stress the feeling of discrimination relationship when appropriate listening to what is said

Avoid

Enhance Actively

Compliment Continue

attention to the comfortable level of needs

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Funnel approach
Use

funnel approach to gathering information the applicant to talk freely and responsively. the following procedure to penetrate into the sensitive and personal area quickly.
1. Move the questioning from general to the

Encourage Use

specific.
4/28/12 2. Public to the private knowledge area and

Open-ended questions
Begin

with what, how and why to get appropriate reply from the applicant For example:
1. What were some of your more challenging

responsibilities in your last position?

2. How did you handle them? 3. Why did you take the approach that you

did?
4/28/12

Direct and close-ended questions

Provokes

one word or yes or no

response
Use

these type of questions sparingly will reveal less information

Answers No

one would say no to the following close-ended questions:

1. Did you do well in your last job? 2. Would you say that you have a good

personality?

4/28/12

Control
Do

not ask questions in rapid succession interview should be a planned event the information obtained properly there is no planning, the following may occur:
1. The data will be obtained at random 4/28/12

The

Sort If

Closing
The

interviewer should thank the interviewee and ask the applicant anything he would like to tell or express Then the interviewer presents information about: job / benefits applicant will now feel that he was fully heard and fairly treated 4/28/12

Can

the The

In

business, you spend more time in talking than in writing of your oral communication will be informal some of them will be formal. For example:
1. while you are in meetings 2. handling telephone calls 3. Dictation
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Most

However,

Most You

of us talk reasonably well

can still do better, provided you are:

1. aware of the nature of talking and its

Informal talking

qualities
2. assess your ability and 3. work to overcome the shortcomings

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Difficulties in expression
You You You

dont have any word to speak.

become frustrated in trying to express yourself. become more and more emotional and become frustrated. experience non-verbal symbols / physical symptoms such as:
1. redness in the face
4/28/12

You

Process of speech
As

a child, you expressed yourself with:

1. screams 2. cries and 3. non-verbal symbols

When

you matured, words have greatly reduced the frustrations of the past.
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Definition of talking
Talking

is the oral expression of knowledge, viewpoints and emotions through words. may think about the best and the worst speakers you can imagine. This contrast should give you the qualities of good talking.
4/28/12

You

Elements of good talking

1. 2. 3. 4. 5.

Voice quality Speaking style Word choice and Adaptation Courtesy in talking

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Voice quality
Helps It

you to communicate effectively

involves pitch, delivery speed and volume the quality of your voice it with what experience tells you is good Then correct the shortcomings.
4/28/12

Study

Compare

Style
Style

is the blending of:

1. pitch 2. speed and 3. volume

Your

style of speaking makes you unique your talking and the image it projects

Analyze Modify

deficiency if any 4/28/12

Word choice
Respect

the listeners knowledge

Select

the appropriate words in your listener vocabulary the morality and courtesy you intend

Deliver

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Adaptation
Adaptation

is fitting the message to

the listener
It

includes word selection

The

combined effect of words, voice and style to deliver a good talking is called adaptation
4/28/12

Courtesy in talking
Good

talkers are:

1. courteous 2. Aggressive 3. treat others the way they wanted to be

treated by others
4. dont attempt to dominate 5. encourage others to make their voices

heard
6. practice courtesy in their voices

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Conducting meetings
Meetings Business

involve oral communications meeting will range from extreme formality to extreme informality and committee meetings will be formal will involve communication a meeting, you will be either a 4/28/12

Conferences Meetings In

Move the discussion along

Control Monitor Permit

the agenda as a leader the subject of discussion

complete discussion and avoid repetition.

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Control too much talking

Allow

the talker as long as they are contributing they stray - step in. the discussion it tactfully. into the next topic.

When Do

Summarize Move

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Encourage people talk little

Encourage Ask

them to participate

their viewpoints respect to their comments

Show

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Control time
Announce End

time goal

discussions at the appropriate time in advance how much time needed for each item

Determine

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Summarize appropriately
Summarize

after discussion of every

key item
Call

for a group vote, if group decision is required the progress made at the the review
4/28/12

Summarise

end
Summarise Keep

the minutes

Persuasion
Change

readers mindset readers needs indirectly

Approach

4/28/12

Persuasive requests
Convince Or

the reader

else Reader will reject your request an interest in the readers or induce him/her to read. mind

Create Incline

4/28/12

Persuasive sales
Persuasive

sales requires a highly specialized form of writing:

a. The reader may likely to reject your

request

b. Have a slow or deliberate approach c. The reader should grant you the d. You need to present the facts

request before you make the request convincingly with logical reasoning to support writing 4/28/12

Planning Persuasion
Plan

the persuasion to overcome the readers objections

Determine the readers objections Think what you can say to overcome

these objections

Your plan of persuasion should emerge

with imagination.

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Persuasive approaches
Persuasive

approaches can be

a. money rewards b. personal benefits etc.,

4/28/12

Persuasive approaches
The

reader may

a. gain time or b. money or c. benefit goodwill or d. prestige.

You

can appeal to the reader for their:

a. love of beauty b. excitement

4/28/12 c. serenity (calm and clear) or the like,

Gain attention
Persuasive

sales messages are

uninvited
The The

writers have to encounter the resistance of the reader reader may throw your persuasive message to the dust bin gain the attention in the beginning
4/28/12

Hence

Strategy to gain attention

The You

reader may not agree to your persuasion need to shape him or creative mind

Imagination Some

statements arouse mental activity and might offer benefit to the reader
4/28/12 a. While you and I heartily dined last night,

Examples:

Presenting persuasion
A

logical and orderly presentation

resistant mind.

You are trying to penetrate a neutral or You need to pay careful attention to the:
meanings of your words and clarity of expression.

You need to make your words travel

faster, as the reader will become impatient

Present

4/28/12 the points convincingly

Making requests clearly & positively

Follow Word Do Be

the persuasion with a request.

the request for the best use.

not use the negative tone. positive.

The

request can end the message or to be followed by more persuasion. * with a reminder of the appeal is also good. *
4/28/12

Ending

Summary of general plan

Open

with words that set-up strategy to gain attention. the strategy of persuasion using:
a. persuasive language and b. you-view-point.

Present

You

can request clearly and without negatives at the end of the message or after the words that recall the
4/28/12

Contrasting persuasive messages

First

message bad persuasion efforts: first message is direct and weak in persuasion. is dull. statement is little more than the announcement.
4/28/12 view point - there is no appeal.

The It

Opening I

Contrasting persuasive messages

Second

message good persuasion

efforts:
It

is indirect and persuasive is rational.

Appeal The The It

beginning sentence continues this appeal and holds the attention. next sentences explain the services quickly and interestingly.
4/28/12 presents a you-view-point writing

Second message (contd.)

The

reader learns what he will get or benefits (profits, efficiency, cost cutting). message also drives for action. last sentence highlights the main benefit - making money. post note courteously express how you can unsubscribe suggests the writers good intentions.
4/28/12

The The A

Public Speaking and Oral Reporting

4/28/12

Introduction
Making

formal speeches is difficult

Speaking Improve

before others is not comfortable public speaking techniques and practice. the topic for presentation topics based on:

Determine Select

a. your knowledge
4/28/12 b. your audience and their interest and

Preparation for presentations

Conduct Gather Search

research

information your mind for:

1. experiences or ideas 2. research in library 3. company files 4. on-line network 5. consult people in your own company and 6.
4/28/12

other companies.

Greetings
The

first word spoken is greetings of greetings:

:

Examples

1. Mixed audience: ladies and gentlemen 2. All male audience: gentlemen

3. Rotary Club members: fellow Rotarians

4/28/12

Organise information
Follow

time honored order of a speech your speech:

1. introduction 2. body, and 3. conclusion

Organize

4/28/12

Introduction
Gain

attention in the opening

1. Prepare your listeners or audience to

receive the message. listeners.

2. Arouse interest in the minds of your 3. Gain and hold the attention of your

audience.
Many

opening possibilities

1. Human interest or ability of story telling

4/28/12 2. Techniques of arousing interest are limited

Introduction (contd.)
Quotation,

questions and so on

1. Quote the names of people 2. Presentation based on the audiences

response
3. Use startling statements to present facts &

ideas to wake-up the mind.

Example: Last year, right here in our town, in your homes, there were thefts over several lakh of rupees and most of you did nothing

1. Ask questions to the audience Example: who

wants to be freed of burdensome financial 4/28/12

Introduction (contd.)
Opening

should set-up your

subject
1. Tell your audience the theme of your

speech.
2. Skip if your audience know what you are

going to stay

When

you must persuade the audience:

1. Dont reveal your position on the topic

early

4/28/12

Body
Organize

most speeches by

factors
1. Divide your entire speech into comparable

parts.
2. Further divide the parts as practicable. 3. While you speak, use factors instead of

time, place or quantity as the basis of division

4. Build presentation around issues and

questions that are sub-topics of the 4/28/12 subject.

Body (contd.)
Divide There

the parts as for as possible

must be clear transition between transitions. may miss while you shift / transit from one part to another

Listener

4/28/12

Conclusion
You

must conclude

Conclude

with important points what you spoke will make your speech effective

Conclusion End

your speech:

1. Restate the subject 2. Summarize key points 3. Draw conclusions

4/28/12

Presentation Methods

4/28/12

Determining presentation methods

Presentation

methods.

1. Presenting extemporaneously. 2. Memorizing or 3. Reading

4/28/12

Extemporaneous presentations
More

popular and effective method natural to the listeners the speech thoroughly as notes to present your speech

Sound

Prepare

outlined
Prepare Rehearse. Ensure

that entire speech is clear in

4/28/12

mind

Memorizing
Memorizing Memorizing

is difficult requires much effort or

skill
You

memorize words than its meaning confused when you miss a word

Become Few

speakers memorize entire speech 4/28/12

Reading
Reading The A

is not well received by the audience audience think that they are insulted CEO or a head of a government will read from a carefully prepared speech read the text of the speech in a dull monotone
4/28/12

Some

Making effective presentations

4/28/12

Effective speaker
Analyze You The

your self as a speaker for a good speech are the part of the message audience listens to not only your words they see in you may affect your intended evaluate your personal effect on your speech 4/28/12

What

Hence

Confidence
Have You You

confidence in you

must have confidence in your audience must earn the confidence of your audience by:
1. Projecting a right image 2. Preparing your presentation diligently 3. Practicing your presentation thoroughly 4. Talking in a strong clear voice 4/28/12

Sincerity
Sincerity Convey If

is valuable to conviction

your sincerity to your audience insincere audience may not believe you of sincerity is rarely successful
4/28/12

Pretense

Thoroughness
Through Hurried

presentation is well received

or scanty presentation is

disliked
Impress Makes Avoid Leave

that time and care have been taken the presentation believable too many details

unimportant information to the 4/28/12 audience.

Friendliness
Friendliness

has significant

advantage
Helps How

you to communicate effectively

to improve your friendliness:

1. Do a thorough self-analysis 2. Watch as you practice speaking 3. Develop interest and be original in

thinking

4. Be enthusiastic,

4/28/12

Audience analysis
Analyze

audience reactions while you feed back

speak
Receive Adjust Facial

according to the feedback

expressions will indicate whether the audience:

1. understand you or 2. agree with you or 3. accept with you
4/28/12

Appearance & Physical Actions

4/28/12

Introduction

Your audience see what surrounds you stage, lighting need to improve the following six factors: communication environment
1. Stage 2. Lighting 3. and the like

You

The

Your

4/28/12 personal appearance

Communication Environment
While

you speak, the audience sees:

1. the stage 2. Lighting 3. background etc.

Outside Your 1. 2.

noises influence your speech

communication effort should:

Contribute to your message and Should not detract from it

4/28/12

Your Personal Appearance

It

is part of your message appropriately for the:

audience and

Dress

1.

2. occasion
Be

clean and well groomed

Use

facial expressions and physical movement to your advantage.

4/28/12

Your posture
You

are not seeing your posture yourself audience sees your posture from whether your posture needs improvement. speaking before a mirror your body weight
4/28/12

Your Find

Practice Watch

yourself on a video

Distribute

Your posture (contd.)

Maintain Do

poised, alert, & Communicative bearing all the above acts naturally danger in artificial posture

Great

4/28/12

Facial Expressions
Unconscious A

facial expressions may convey unintended meanings frightened speaker tightens his jaw unconsciously and begins to grin messages can be expressed through a:
1. smile 2. grimace (twisted expression on a persons

Clear

image / expressing strong disapproval or 4/28/12 pain), and

Gestures
Gestures Gestures

have no definite or clear-cut meanings. have vague meanings, but they do communicate.
1. Use a clenched fist to show defiance

Examples

(bold disobedience)

2. make a threat or a strong point 3. signify respect for a cause 4/28/12