EFFECTIVE BUSINESS COMMUNICATION

1. EFFECTIVE BUSINESS COMMUNICATION Writing Speaking Listening Reading Prepared By: Syed Hasan Atif

2. The exchange of meanings between individuals through a common system of symbols. Encyclopedia Britannica An act or instance of transmitting(n) Communication is a process in which a person, through the use of signs (natural,universal) / symbols (by human convention) , verbally and / or non-verbally, consciously on unconsciously but intentionally,conveys meaning to another in order to affect change Anonymous Communication Defined Prepared By: Syed Hasan Atif

3. Types of Communication • Verbal • Non-Verbal • Written • Electronic Prepared By: Syed Hasan Atif

4. The Guru’s of Communication Prepared By: Syed Hasan Atif

5. 7 C’s of Communication • Completeness • Conciseness • Consideration • Concreteness • Clarity • Courtesy • Correctness Prepared By: Syed Hasan Atif

6. 10 Commandments of Communication • Believe in what you say • Believe in the people to whom you speak • Live what you say • Know when to say it • Know how to say it • Know why to say it • Have fun saying it • Show it as you say it • Say it so people can own it • Say it so people will do it Prepared By: Syed Hasan Atif

7. 5 W’s and the 6th Element • What • When • Which • Why • Where • How Prepared By: Syed Hasan Atif

8. Communication at Work Prepared By: Syed Hasan Atif

9. Changes Affecting the Workplace • Heightened global competition • Flattened management hierarchies • Expanded team-based management • Innovative communication technologies • New work environment • Increasingly diverse workforce • Success in the new workplace requires excellent communication skills Prepared By: Syed Hasan Atif

10. 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes messages 6. Possible additional feedback to receiver The Communication Process Basic Model Prepared By: Syed Hasan Atif

11. Organizational Communication • Functions • Internal and External • Form • Oral and Written • Form • Channel selection dependent on • Message content • Need for immediate response • Audiences size and distance • Audience reaction • Need to show empathy, friendliness, and formality • Flow • Formal or Informal • Down, up, horizontal • grapevine Prepared By: Syed Hasan Atif

12. Communication Flowing Through Formal Channels • Downward • Management directives • Job plans • Company goals • Mission statements • Upward • Employee feedback • Progress reports • Reports of customer • interaction, feedback • Suggestions for • improvement • Anonymous hotline • Horizontal • Task coordination • Information sharing • Problem solving • Conflict resolution Prepared By: Syed Hasan Atif

13. Communication Flowing Through Formal Channels • Written • Executive memos, letters • Annual reports • Company newsletter • Reports of customer • Orientation manual • Oral • Telephone • Face-to-face • conservation • Company meetings • Team meetings • Electronic • E-mail • Voicemail • Intranet • Videotape • Videoconferencing Prepared By: Syed Hasan Atif

14. Message Written by Board of Directors Received by Vice-President Received by General Manager Received by Plant Manager Received by Team Leader Received by worker Message Distortion Downward Communication Through Five Levels of Management • Amount of message • 100% • 63% • 56% • 40% • 30% • 20% Prepared By: Syed Hasan Atif

15. Verbal/Oral Communication Prepared By: Syed Hasan Atif

16. Oral/Verbal Communication • Environment • Cultural Background • Pace • Slow/ Fast • Pause • Word Choice • Voice • Audibility • Stressed / Cheerful / Monotonous • Emphatic Prepared By: Syed Hasan Atif

17. Listening Prepared By: Syed Hasan Atif

18. The Listening Process Perception Interpretation Evaluation Action Prepared By: Syed Hasan Atif

19. Ten Misconception About Listening Listening is a matter of intelligence. • Fact. Careful listening is a learned behavior. • Speaking is a more important part of the communication process than listening. • Fact: Speaking and listening are equally important. • 3.Listening is easy and requires little energy. • Fact: Active listeners undergo the same physiological changes as a person jogging. Prepared By: Syed Hasan Atif

20. Ten Misconception About Listening • 4. Listening is an automatic reflex. • Fact : Listening is conscious, selective process. • Hearing is an involuntary act. • 5. Speakers are able to command listening. • Fact :Speakers cannot make a person really listen. • 6. Hearing ability determines listening ability. • Fact: Listening happens mentally- between the years Prepared By: Syed Hasan Atif

21. Ten Misconception About Listening • 8. Listening is only a matter of understanding a speaker's words • Fact :Non verbal signals also help listeners gain understanding. • 9. Daily practice eliminates the need for listening training. • Fact :Without effective listening training, most practice merely reinforces negative behavior. • 10.Competence in listening develops naturally. • Fact: Untrained people listen at only 25% efficiency Prepared By: Syed Hasan Atif

22. Tips for better listening • Control internal and external distractions. • Become actively involved. • Identify important facts • Don’t interrupt • Ask clarifying questions • Paraphrase to increase understanding • Take advantage of lag time • Take notes to ensure retention Prepared By: Syed Hasan Atif

23. Nonverbal Communication Prepared By: Syed Hasan Atif

24. Nonverbal Communication Nonverbal communication includes all unwritten and unspoken both, intentional and unintentional Prepared By: Syed Hasan Atif

25. Planning and participatingin meetings • Before the meeting • Consider alternatives. Is a meeting necessary? • Invite the right people. Include… • Those who have information. • Those who can make decision. • Those who must implement decision. •  Distribute an agenda. Prepared By: Syed Hasan Atif

26. Planning and participationin meetings During the meeting • Start on time and introduce the agenda. • Appoint a secretary and recorder • Encourage balanced participation. • Confront conflict frankly. • Summarize points of consensus along the way Prepared By: Syed Hasan Atif

27. Planning and Participation in MeetingsEnding the meeting and follow up • Review meeting decisions • Distribute minutes of meeting • Remind people of action items Prepared By: Syed Hasan Atif

28. Communication Across Cultures Prepared By: Syed Hasan Atif

29. Characteristics Of Culture • Culture is learned. • Cultures are inherently logical. • Culture forms are self-identity and community. • Culture combines the visible and the invisible. • Culture is dynamic Prepared By: Syed Hasan Atif

30. Selected Dimensions Of CultureCommunication Style • High-context cultures rely on non-verbal cues and total picture to communicate • Meanings embedded at many social levels. • Low-context cultures emphasise words, straight forwardness, openness.People tend to be informal, impatient, literal. Prepared By: Syed Hasan Atif

31. Selected Dimensions Of CultureTime Orientation • Unlimited and never-ending in some cultures. Relaxed to a time. • Precious to North Americans. Correlates with productivity, efficiency, and money Prepared By: Syed Hasan Atif

32. High-Context and Low-context Cultures Low Japanese Arab Latin American Spanish English Italian French North American Scandinavian German Swiss High Prepared By: Syed Hasan Atif

33. Improving Communication With Multicultural Audiences Oral Messages • Learn Foreign phrases. • Use simple English. • Speak slowly and enunciate clearly. • Observe eye messages • Encourage accurate feedback • Check frequently for comprehension. Prepared By: Syed Hasan Atif

34. Oral Messages • Accept blame. • Listen without interrupting. • Remember to smile! • Follow up in writing Prepared By: Syed Hasan Atif

35. Written Messages • Adapt to local formats. • Use short sentences and short paragraphs. • Avoid ambiguous expressions. • Try for clarity. • Use correct grammar Prepared By: Syed Hasan Atif

36. Improving Communication With Multicultural Audiences Prepared By: Syed Hasan Atif

37. Written Messages • Cite numbers carefully. • Accommodate reader and organisations, tone, and style Prepared By: Syed Hasan Atif

38. Making Ethical Decisions Across Borders • Broaden your view of other cultures. • Avoid reflex judgements. • Find alternatives. • Refuse business if options violate your basic values. • Conduct all business openly. • Don’t rationalise shady decisions. • Resist lawful but unethical strategies Prepared By: Syed Hasan Atif

39. Tips On Capitalising On Workforce Diversity • Seek training. • Understand the value of differences. • Don’t expect conformity. • Create zero tolerance for bias and stereotypes. • Learm about your cultural self. • Make fewer assumptions. • Build on similarities. Prepared By: Syed Hasan Atif

40. Proverbs Reflect Culture What do these proverbs tell us about this culture and its values? U.S .Proverbs • Waste not , want not. • He who holds the gold makes the rules. • If at first you don't succeed, try, try again. • The early bird gets the worm. Prepared By: Syed Hasan Atif

41. Proverbs Reflect Culture Chinese Proverbs Man who waits for roast duck to fly into mouth must wait very , very long time. Man who says it cannot be done should not interrupt man doing it. Prepared By: Syed Hasan Atif

42. Other Proverbs No one is either rich or poor who has not helped himself to be so. (German) Words do not make flour.(Italian) Wealth that comes in at the door unjustly, goes out at the window.(Egyptian) Prepared By: Syed Hasan Atif

43. Barriers in Effective Communication Prepared By: Syed Hasan Atif

44. Barriers to Interpersonal Communication • Bypassing • Limited frame of reference • Lack of language skills • Lack of listening skills • Emotional interference • Physical distraction Prepared By: Syed Hasan Atif

45. Understanding Shaped by • Communication climate • Context and setting • Background, experience • Knowledge, mood • Values, belief, culture Prepared By: Syed Hasan Atif

46. Barriers That Block the Flow of Information in Organizations • Closed communication climate • Top-heavy organizational structure • Long lines of communication • Lack of trust between management and employees • Competition for power, status, rewards Prepared By: Syed Hasan Atif

47. Additional Communication Barrier • Fear of reprisal for honest communication • Differing frames of reference among communicators • Lack of communication skills • Ego involvement • Turf wars Prepared By: Syed Hasan Atif

48. 1 A Classic Case of Miscommunication In Center Harbor, Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts of “Hello Walter, Hello Walter.” Prepared By: Syed Hasan Atif

49. 2 As his boat sailed closer, the crowd grew larger, still yelling, “Hello Walter, Hello Walter.” Pleased at the reception, Cronkite tipped his white captain’s hat, waved back, even took a bow. But before reaching dockside, Cronkite’s boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they’d been shouting: “Low water, low water.” Prepared By: Syed Hasan Atif

50. Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted Receiver decodes message “Hello Walter!” Analysis of Communication Process Prepared By: Syed Hasan Atif