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Business Communication. Objective. Explain the Communication Process. Describe the Various Barriers of Effective Communication. Explain the Steps of Monroe's Motivated Sequence. Describe the Various Questioning Techniques. Explain the Role of Active Listening for Effective Communication.
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Objective • Explain the Communication Process • Describe the Various Barriers of Effective Communication • Explain the Steps of Monroe's Motivated Sequence • Describe the Various Questioning Techniques • Explain the Role of Active Listening for Effective Communication • Explain the Role of Body Language for Effective Communication • Describe the Method of Writing Effective Emails • Explain AIDA: Attention-Interest-Desire-Action Tool
Introduction Communication is very important in all walks of life – at a personal level as well as at a professional level. Look at the conversation between a customer and a Manager to understand the relevance of good communication in a business transaction. Yes. I would like a card that has my company logo on the left hand corner. The upper part of the card should have a red band across it. The font type should be stylish. Hello, My name is Ram Shukla. I would like to get my visiting cards printed for my business. That’s great! Let me know when the sample card is ready. Sure, sir. We will surely design a card the way you want it. I will get my designer to get a sample proof card ready for you. It will be ready in a week’s time. You can have a look at it and then we can go ahead with the printing. Thank you, Mr. Shukla for considering our organization for your requirement. My name is Varun Singh. I am the manager. Do you have any idea about the design of the card in your mind? Certainly Sir! Customer Customer Customer Manager Manager Manager
Introduction Varun then speaks to his designer. Peter, we have a requirement of a business visiting card to be printed for a customer. He wants the card to have stylish font. The company logo should appear in the corner. The card should have a red band running across the upper half of the card. Sure, sir. Will get the sample ready. Manager Designer
Introduction Now, take a look at what the customer had originally wanted. However, when he described it, look at how the Manager understood it. Likewise, when the Manager described it to the designer, the designer understood it completely differently. Mr. Ram Shukla CEO Phoenix Pvt. Ltd. Mr. Ram Shukla CEO Phoenix Pvt. Ltd. Mr. Ram Shukla CEO Phoenix Pvt. Ltd. Manager Customer Designer
Introduction Mr. Ram Shukla CEO Phoenix Pvt. Ltd. Designer
Introduction Look at the three cards. They are all different from what the customer originally wanted. Mr. Ram Shukla CEO Phoenix Pvt. Ltd. Mr. Ram Shukla CEO Phoenix Pvt. Ltd. Mr. Ram Shukla CEO Phoenix Pvt. Ltd.
Introduction This happened due to improper communication between the three people involved Such lack of proper communication in any walk of life including a business scenario can lead to great confusion and even losses in a business Mr. Ram Shukla may not place the order after looking at the sample proof card, or if decides to try again, he still would have to wait for another week to get another sample proof card ready In both cases, it is a loss to the business and a hassle to the customer
Introduction Such confusion could easily be avoided by proper communication and asking the right questions such as: Which type of font do you want? What should be the size of the card? What is the width of the red band on the card? What is the exact position of the company logo? Let us look at how effective business communication can help everyone function more efficiently.
Importance of Communication • Communication is important because: • It is about how information is sent and received within firms • It is crucial for working successfully with others • It enables to maintain relationships • It allows to accomplish tasks while working with both individuals and groups • It motivates • It helps to overcome obstacles • It creates a comfortable, trustful and psychologically safe feeling
Communication Process Message Decision – Making Meaning Encoding Decision – Making Meaning Decoding Filters Beliefs Values Question & Metaphor Behaviour Type State Filters Beliefs Values Question & Metaphor Behaviour Type State Sensory Data Sensory Data Sender Receiver Channel
Components of the Communication Process Sender Receiver Participants: 2 1 Sender: The participant transmitting the message. Receiver: The participant receiving the message.
Components of the Communication Process Encoding Sender Receiver Red Rose is beautiful. Encoding: 1 The translation of a message that is of thoughts or ideas of the sender into words or symbols that the receiver will understand.
Components of the Communication Process Encoding Decoding Sender Receiver Red Rose is beautiful. Red Rose is a thing of beauty. Decoding: 1 The translation by the receiver of words or symbols or the encoded message into thoughts or ideas.
7Cs for Effective Business Communication Guidelines for Effective Business Communication - Clarity - Completeness - Conciseness - Consideration (The 'You' Attitude) - Correctness (Accuracy) 6 - Concreteness 7 - Courtesy
Communication at Workplace CVs, Resumes Email, Web site, FAQs Letters, Newsletters, Brochures, Articles, Catalogs • • • • • • Advertisements, Notice Board, Pamphlets, Signs, Press Release Presentations, Multimedia, Talks, Meetings Reports, Manuals, Proposals, Books
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