Business communication

Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create. Anonymous

Communication is a series of experience of

Hearing

Smell

Seeing Touch

Taste

What is communication
Transfer of MeaningNo Influence of Mental MapsYes Identifiable flow of information through interrelated stages for the purpose of accomplishing a specific object

Experience, Language, and Meaning

Language Meaning

Mental Maps
Sensory Data Experience

Impact of Communication
Most nonverbal communication is unconscious or subconscious

Messages transmitted human actions and behaviors rather than through words
Occurs mostly face-to-face Verbal Impact = 7 % Vocal Impact = 38 % Facial Impact = 55 %

History of Communication
Nonverbal: Oral: Written:

150,000 years 55,000 years 6,000 years

Early writing: 4000 BC Egyptian hieroglyphics: 3000 BC Phoenician alphabet: 1500 to 2000 BC Book printing in China: 600 BC Book printing in Europe: 1400 AD

What is Business communication

communication used to promote a product, service, or organization; relay information within the business; or deal with legal and similar issues. It is also a means of relaying between a supply chain, for example the consumer and manufacturer. Life blood of an organization. Remove communication flow from organization then it is dead. Most business communication is transactional (give and take)

Managers Communication
Manager = 80% every working day in direct communication with others 48 min/hour
Manager = 20% every work day in communication in the form of reading and writing -12 min/hour

Communication Goals
To change behavior To get action To ensure understanding To persuade

To get and give information

Goals for the sender

Receiver understanding
Receiver characteristics Message form and content Receiver feedback Communication barriers

Receiver response Favorable relationship

Positively Personally professionally

Organizational good will

Types of Communication

On the basis of organization relationship

Formal Informal

On the basis of Flow

Upward Downward Horizontal

On the basis of Expression

Oral Written Gesture

Organizational Communications Network

Formal Communication Informal Communication

Formal communication

Wheel Network

Chain Network

Circle Network

All Channel Network

Informal communication

Upward communication

Downward communication

Horizontal communication

Most Common Ways to Communicate

Speaking Writing Visual Image

Body Language

Barriers to Communication
Semantic

Barriers Emotional Or Psychological Barriers Organizational Barriers Personal Barriers

Semantic Barriers
Symbols

with different meaning Badly expressed message Faulty translation Un clarified assumption Specialists language

Emotional Or Psychological Barriers

Premature

evolution

Inattention
Loss

of transmission & poor retention Undue reliance on the written word Distrust of communication Failure to communicate

Organization Barriers
Organizational

policy Organization rules & regulation Status relation Complexity in organization

Personal Barriers
Barriers

in Superior

Attitude of Superior Fear of challenge of authority Lack of time Lack of awareness

Barriers

in Subordinates

Unwillingness to communicate Lack of proper incentive

Communication Barriers/Noise
Word choice
too difficult, too technical, etc. overused words such as, good, excellent value, etc.

Connotations VS Denotations
Examples sender denotes rec. connotes Cheap inexpensive poorly made Flexible offers choice no standard Compromise adjust give in

Communication Barriers/Noise

Inferences Pace of the delivery

Speaking too fast or too slow

Poor grammar, spelling, etc. Appearance and performance of the presenter Use of gender bias terms or stereotypical terms Positive VS Negative terms
We have a full year warranty. VS Warranty is only for the first year.

What makes a good communicator?

Clarity

Adequacy

Integrity

Timing

Communication Strategy

Pace
Match (nonverbally and verbally) Meet expectations

Lead
Set direction Maintain interest Maintain rapport

Blend Outcomes
Understand objectives and desires Create win-win solutions

Motivate
Clarify who does what next Future-pace possibilities Presuppose positive results

Two communication rules:

Dont assume/pretend that everyone knows what you are talking about. Dont assume/pretend that you know what others are talking about without asking them questions to make certain.

We may often think that, having good communication skills is all about the ability to speak well..Or all about SPEAKING. But only 50% right. Because. Verbal Communication has another very important part LISTENING.

Speaking + Listening = Verbal Communication.

LISTENING.

Most of the successful people I've known are the ones who do more listening than talking. Bernard M. Baruch To listen well, is as powerful a means of influence as to talk well, and is as essential to all true conversation Chinese Proverbs We have two ears and one mouth so that we can listen twice as much as we speak. Epictetus quotes

Listening

Pay attention
Look at the speaker directly Listen to the body language of the speaker

Show that you are listening

Nod occasionally Smile and use facial expressions Note your posture Make verbal comments like: yes, uh, huh

Provide feed back

Paraphrasing Ask questions

Defer judgment
Allow speaker to finish Dont interrupt with counter argument

Respond appropriately
Assert your opinions respect fully Treat the others as you want them to treat you