Ch-1 Introduction to Business Communication

1. Ch-1 Introduction to Business Communication

2. Hearing speaking Communication is a Series of Experiences of Seeing Touch listening

3. Meaning of Communication • The word ‘communicate’ comes from the Latin verb ‘communicare’ that means to impart, to participate, to share or to make common. • By virtue of its Latin origin it is also the source of the English word ‘common’. Whatever is common is shared by all. Hence the sense of ‘sharing’ is inherent in the very origin and nature of communication. • In communication we share ‘information’, i.e. something to tell, in whatever way we like, or as the situation demand. Prepared by: Ms Kimpal Patel

4. Contd…. Communication is a dynamic process… through this process we convey a thought or feeling to someone else. how it is received depends on a set of events, stimuli, that person is exposed to. how you say, what you say plays an important role in communication.

5. IMPORTANCE OF COMMUNICATION • Communication is a social activity, it is the most important of all our activities as it has helped us to organize ourselves as a civilized society. • All communication is based on, and is guided by role-relationships. • Communication is essentially the ability of one person to make contact with another and to make himself or herself understood. • In other words, communication is the process by which meaning are exchanged between people through the use of a common set of symbols. Prepared by: Ms Kimpal Patel

6. TOTAL COMMUNICATION PROCESS

7. COMMUNICATION is 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 listener’s understanding most.

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

9. THE COMMUNICATION PROCESS

10. 5. Feedback travels to sender The Communication ProcessBasic Model 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

11. Flow of information Flow of communication DOWNWARD UPWARD R&D PROD MRKT DIAGONAL GRAPEVINE Prepared by: Ms Kimpal Patel

12. DIMENSIONS OF COMMUNICATION • Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feedback, 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. • Diagonal or Horizontal or lateral Communication :Among colleagues, peers at same level for information sharing for coordination, to save time. • Grapevine communication: it is a communication growing in an unorderly manner. It can also be said as an information passing in a directionless path. They are neither reliable nor substantiated by the facts or evidence. Prepared by: Ms Kimpal Patel

13. TYPES OF COMMUNICATION

14. Based on Communication Channels - Verbal communication - Non-verbal communication • Based on purpose & style. • - Formal communication • - informal communication • Based as per direction. • - Horizontal communication • - vertical communication • - Diagonal Communication

15. LEVELS OF COMMUNICATION • Extra personal (between human beings & non human entities) • Intrapersonal (within the individual) • Interpersonal (among people) • Organizational (different hierarchical levels) • Mass (mediator, mass media-books, tv etc) Prepared by: Ms Kimpal Patel

16. GUIDELINES FOR EFFECTIVE COMMUNICATION

17. GUIDELINES/PRINCIPLES - Know why you are communicating, and what you want to accomplish.- Know who your targets are - Know what is expected of you and when to go into details - Know when to speak and when to remain silent and let others continue the discussion - Know how to communicate effectively

18. [B] NON-VERBAL COMMUNICATION • Sign language • Kinesics: body language • Vocalics: paralanguage • Proxemics: space language • Chronemics: Time language • Haptics: Touch language.

19. Sign language

23. TYPES OF BODY LANGUAGERemember that you are dealing with “PEOPLE” (P)OSTURES & GESTURES How do you use hand gestures? Stance? (E)YE CONTACT How’s 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?

27. Vocalics: Paralanguage It involves HOW of a speaker’s voice rather than WHAT of the words.

28. It includes:- Pitch variation- Speaking Speed- Pause- volume Variation- Non-fluencies

29. Space language: Proxemics

30. 'How we guard our personal space boundaries and how we enter into the others' personal space, is integrally connected with the way we are related with other people'. It is important for people to have their ‘own space'. The position someone prefers and all the things he does to appropriate the space around him says something about that person. The physical distance we keep from others and our reaction to how other people approach us, have a big influence on our discussions and the accompanying connections with these people. Space language: Proxemics

31. The meaning which we give to TIME…… How we give importance to time in our personal & professional life matters a lot . Time language: chronemics

32. Touch is important in everyone's life! • Examples of differentiations in power as a message in the body language are: • the friendly shoulder pat • the stroke over the head • the arm around someone's shoulder Touch language: Haptics

33. [C] BARRIERS TO COMMUNICATION

34. WHAT ARE THE BARRIERS TO COMMUNICATION?????? • TECHNICAL BARRIERS • Timing • information overload • Cultural differences • LANGUAGE BARRIERS • Vocabulary • Semantics • Lack of common language • PSYCHOLOGICAL BARRIERS • Information filtering • Lack of trust & openness • Emotions

35. TIMING: Poor timing usually happens when the sender is not aware of the mood of the receiver when sending the message. For example, approaching your employer for a raise when he/she has just made an announcement that the company is almost bankrupt. TECHNICAL BARRIERS

36. Information overload occurs when you try to absorb too much information over a short period of time. If you try to study continuously for hours without a break, or introduce too many new concepts to your learning in one period of time, your mind will become confused and this can lead to a break down in communication. INFORMATION OVERLOAD

37. CULTURAL DIFFERENCES • As we live in a highly diverse world with people from different corner of the world, so, special care has to be taken if our receiver is from a varied culture and caste. • this is because the symbols, signs phrases we use may convey different meaning to them.

38. VOCABULARY LANGUAGE BARRIERS The sender should keep his language and usage of words as much simple as possible. SEMANTICS A single words can convey dual meanings. Semantics is the study of the meaning of linguistic expressions. LACK OF COMMON LANGUAGE

39. INFORMATION FILTERING In this process of information filtering either the information is highly manipulated or some part of the information is totally ignored. Sometimes, there are some things that we are just not interested in. Of all the subjects that students learn to complete their degree, they cannot love all. There will be the ONE or TWO subject that we have to suffer to stay awake for. A lack of interest in what someone has to say will definitely lead to a breakdown in communication. PSYCHOLOGICAL BARRIERS LACK OF TRUST & OPENNESS Communication will be successful if we trust the sender whom we are hearing.

40. EMOTIONSA message received when we are emotionally worked up will have a different meaning for us than when we are calm and composed. PREOCCUPATION Sometimes the receiver comprehend the message before listening to it completely. Maybe, we are distracted by something unrelated to the topic of the conversation, or we are busy developing our own response and miss what’s being said.  It's not easy to pay focused attention to the other person's words.

41. PHYSICAL NOISE TECHNICAL NOISE PSYCHOLOGICAL NOISE

42. Plan & Clarify ideas • Focusing on needs of the receiver. • Controlling of emotions • Politeness of manners. • Use of feedback. • Choose the right medium, right channel. • Elimination of noise. • Use of symbols • Completeness of message. • Think B4 communicating. HOW TO OVERCOME BARRIERS???

43. Listening is a process where a receiver does not merely respond to the spoken words, instead s/he also absorbs the content of the message. LISTENING

44. Process of Listening

45. Discriminative (which part of the message needs to be retained) • Evaluative (when the interpretation is made) • Appreciative (for deriving aesthetic pleasure) • Empathetic/sensitive (able to understand the viewpoint of speaker) • Active (receiver absorbs all that is said) • Passive (physical presence but mental absence) Types of Listening

46. Concentration & attention. • Eye contact • Receptiveness • Understanding communication symbols • Open mind • Feedback • Questioning • Empathy Traits of a good listener

47. Ten Rules for Good Listening Rule Listening Reasoning Behind the Rule 1. Stop talking You cannot listen if you are t alking. 2. Put the person at ease Help a person feel free to talk; create a permissive environment. 3. Show the person you Look and act interested; listen to want to listen understand, not to oppose. 4.Remove distractions Don’t doodle, tap, or shuffle papers; shut the door if necessary to achieve quiet. Prepared by: Ms Kimpal Patel

48. Ten Rules for Good Listening Rule Listening Reasoning Behind the Rule 5. Empathize Try to see the other person’s point of view. 6. Be patient Allow plenty of time; do not interrupt; don’t start for the door or walk away. 7. Hold your temper An angry person takes the wrong meaning from words. Prepared by: Ms Kimpal Patel

49. Ten Rules for Good Listening Rule Listening Reasoning Behind the Rule 8.Go easy on argument Don’t put people on the defensive and criticism and cause them to “clam up” or become angry; do not argue- even if you win, you lose. 9. Ask questions This encourages a person and shows that you are listening; it helps to develop points further. 10. Stop talking This is first and last, because all other guides depend on it; you cannot listen effectively while you are talking. Source: Adapted from Human Behavior at Work, Fifth Edition, by Keith Davis. 1977. Prepared by: Ms Kimpal Patel

50. Tips to improve 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.