Business Communication

1. Business Communication 09.10.12

2. Communication the process oftransmitting a messagefromoneperson to anotherthrough a properchannel

3. Elements ofcommunication Sender/encoder Receiver/decoder Message Channelandmedium

4. Lecture topics Oral communication Written communication Non-verbal communication Communication in an organisation Communication flows

5. Message • The message is the main idea that you wish to communicate. • It is of both verbal (written or spoken) symbols and nonverbal (unspoken) symbols. • First decide exactly what your message is, also consider the receiver of your message.

6. Oral communication Verbal communication is simply the communication that is expressed through words. What you say is verbal communication. What you don't say is nonverbal communication. Verbal communication is vital to healthy relationships, businesses and groups.

7. Inside an organisation Oral communication may take the form of: Staff meeting reports, face to face discussions, presentations, audio tapes, telephonic chats, teleconferences or videotapes.

8. Oral Communication Strategies Ask questions Premediate Repeat Use nonverbals

9. Ask Questions Questions are a verbal communication strategy that can help to ensure clarity and accuracy of the messages being exchanged. Questions are used for clarity and to inspire more conversation. If you have a difficult time starting a conversation, use questions about the other person’s life and interests to spark momentum in the dialogue.

10. Premeditate Think about what you’re going to say before you say it. Determine who the audience is that the message is going to be communicated to and plan the delivery and word usage accordingly. This strategy works well if you are going to be speaking publicly or giving a presentation. Pre-meditated verbal communication is more accurate, precise and condensed, making it more effective.

11. Repeat Repeat the message you heard back to the person who sent it. Repeating the message back in your own words will help your perspective and evaluation of the message. It will expose areas of misunderstanding or lacking clarity. If you’re the person sending the verbal message, ask the recipient to repeat the message back to you so you can assess if she understood what you were attempting to say.

12. UseNon-verbals The use of non-verbalswith verbal communication helps to deliver the message more effectively. Non-verbalsthat are commonly used to increase verbal communications effectiveness are visual aids, body language and charts

13. Written Communication written communication - communication by means of written symbols (either printed or handwritten)

14. Welcome letter Practice: write a welcome letter to a new employee of your company

15. Non-verbal Communication iscommunicationoffeelings, emotions, attitudes, andthoughtsthroughbodymovements / gestures / eyecontact, etc.

16. Components of Non-verbal Communication Kinesics Oculesics Haptics Proxemics Chronemics Paralinguistics Physical appearance

17. kinesics • It isthestudyoffacialexpressions, postures & gestures. • In Argentina to raise a fistintheairwithknucklespointingoutwardsexpressesvictory, but inLebanon, raising a closedfistisconsideredrude.

18. oculesics • isthestudyoftheroleofeyecontactinnonverbalcommunication. • In thefirst 90 sec - 4 min youdecidethatyouareinterestedinsomeoneornot. Studiesrevealthat 50% ofthis first impressioncomesfromnon-verbalcommunicationwhichincludesoculesics. Only 7% comesfromwords - thatweactuallysay.

19. haptics • isthestudyoftouching. • Acceptableleveloftouchingvaryfromoneculture to another.InThailand, touchingsomeone'sheadmaybeconsideredasrude.

20. proxemics • isthestudyofmeasurable distance betweenpeopleastheyinteract. • Theamountofpersonalspacewhenhavinganinformalconversationshouldvarybetween 18 inches - 4 feet, whilethepersonal distance neededwhenspeaking to a crowdofpeopleshouldbearound 10-12 feet?

21. chronemics • isthestudyofuseoftimeinnonverbalcommunication. Haveyoueverobservedthatwhileanemployeewillnotworryaboutrunning a fewminuteslate to meet a colleague, a managerwhohas a meetingwiththe CEO, a latearrivalwillbeconsideredas a nonverbalcuethathe / shedoesnotgiveadequaterespect to hissuperior?

22. paralinguistics • isthestudyofvariationsinpitch, speed, volume, andpauses to conveymeaning. Interestingly, whenthespeakerismaking a presentationandislookingfor a response, hewillpause. However, when no responseisdesired, hewilltalkfasterwithminimalpause.

23. physical appearance • Yourphysicalappearancealwayscontributestowardshowpeopleperceiveyou. Neatlycombedhair, ironedclothesand a livelysmilewillalwayscarrymoreweightthanwords.

24. Importance of non-verbal communication Remember, “whatwesay” is less importantthan “howwesay it” aswordsareonly 7% ofourcommunication. Understandandenjoynonverbalcommunicationas it helpsformingbetter first impressions. Goodluck!

25. Communication in an organisation Communication flows

26. The importance of communication in an organisation Promotes motivation Source of information Alters individual’s attitudes Helps in socializing Assists in controlling process

27. The importance of communication in an organisation Aneffectiveandefficientcommunicationsystemrequiresmanagerialproficiencyindeliveringandreceivingmessages. The primaryresponsibilityof a manageris to developandmaintainaneffectivecommunicationsystemintheorganization.

28. Communication in an organisation Forms of Business Structure Entrepreneurial - decisions made centrally Pyramid - staff have a role, shared decision making, specialisation is possible Matrix - staff with specific skills join project teams, individuals have responsibility Independent - seen in professions where organisation provides support systems and little else

29. Communication flows in an organisation Inanorganization, communicationflowsin 5 maindirections- • Downward • Upward • Lateral • Diagonal • External

30. DownwardFlowofCommunication: Communicationthatflowsfrom a higherlevelinanorganization to a lowerlevelis a downwardcommunication.

31. Downward communication Organizationalpublications, circulars, lettersto employees, groupmeetingsetcareallexamplesofdownwardcommunication

32. UpwardFlowofCommunication • Communicationthatflows to a higherlevelinanorganizationiscalledupwardcommunication. It providesfeedbackonhowwelltheorganizationisfunctioning. Thesubordinatesuseupwardcommunication to conveytheirproblemsandperformances to theirsuperiors.

33. Lateral / HorizontalCommunication Communicationthattakesplaceatsamelevelsofhierarchyinanorganization: communicationbetweenpeers, betweenmanagersatsamelevelsorbetweenanyhorizontallyequivalentorganizationalmember.

34. DiagonalCommunication • Communicationthattakesplacebetween a managerandemployeesofotherworkgroups. E.g.To design a trainingmodule a trainingmanagerinteractswithanOperationspersonnel to enquireaboutthewaytheyperformtheirtask.

35. DiagonalCommunication • Communicationthattakesplacebetween a managerandemployeesofotherworkgroups. E.g.To design a trainingmodule a trainingmanagerinteractswithanOperationspersonnel to enquireaboutthewaytheyperformtheirtask.

36. GrapevineCommunication • Informal Business Communication • ExamplesofGrapevineNetworkofCommunication • Supposetheprofitamountof a companyisknown. Rumourisspreadthatthismuchprofitisthereandonthatbasisbonusisdeclared. • CEO maybeinrelation to theProductionManager. Theymayhavefriendlyrelationswitheachother.

37. FeedbackCommunication Feedbackisessentialincommunicationsoas to knowwhethertherecipienthasunderstoodthemessageinthesame terms asintendedbythesenderandwhetherheagrees to thatmessageornot.