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Chapter: 01

Achieving Success Through Effective Business Communication


Mohammed Sohail Mustafa (SMt) 1

Define Business Communication


Communication is the process of sending & receiving messages & it is effective only when the message is understood & when it stimulates action or encourages the receiver to think in new ways.

Mohammed Sohail Mustafa (SMt)

The Importance of Communication Skills as Expressed by Business Authorities:


Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders. Business Section New York Times

There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication. Max De Pree,
Author, The Art of Leadership
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The Benefits of Effective Communication


Quicker problem solving Stronger decision making Increased productivity Steadier work flow

Stronger business relationships


Clearer promotional materials Enhanced professional image Improved stakeholder response
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Characteristics of Effective Business Messages


Provide factual information Give facts, not impressions Clarify and condense information State precise responsibilities Persuade and make recommendations

Mohammed Sohail Mustafa (SMt)

The Basic Forms of Communication


1. Nonverbal: [All the cues, gestures, facial expressions, spatial relationships & attitudes toward time that enable people to communicate without words. ]
Less structured, harder to classify More spontaneous, less control

2. Verbal: [Consists of words arranged in meaningful pattern.]


More structured, easier to study Conscious purpose, more control

Mohammed Sohail Mustafa (SMt)

Communication Challenges in Todays Workplace


Heightened global competition

Flattened management hierarchies


Expanded team-based management

Innovative communication technologies


New work environments

Increasingly diverse workforce

Mohammed Sohail Mustafa (SMt)

Communication in Organizational Settings


1. Internal Communication
a) Internal Formal Communication
i. Downward ii. Horizontal iii. Upward

b) Internal Informal Communication

2. External Communication
a) External Formal Communication b) External Informal Communication
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The Communication Process


1. Sender has an idea

2. Sender encodes the idea


3. Sender transmits the message

4. Receiver gets the message


5. Receiver decodes the message

6. Receiver sends feedback

Mohammed Sohail Mustafa (SMt)

The Communication Process Basic Model


5. Feedback travels to sender 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


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Communication Barriers
1. Barriers to Interpersonal Communication
Bypassing Limited frame of reference Lack of language skills Lack of listening skills Emotional interference Physical distractions

2. 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
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Communication Barriers.contd.
3. Additional Communication Barriers
Fear of reprisal for honest communication
Differing frames of reference among communicators

Lack of communication skills


Ego involvement Turf wars

Mohammed Sohail Mustafa (SMt)

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Guidelines For Overcoming Barriers


Guideline 1: Approach Audience-Centered

Understand biases Consider education Factor in age Recognize status Acknowledge style

Guideline 2: Foster An Open Communication


Modify organizational structure Facilitate feedback
Mohammed Sohail Mustafa (SMt)

Climate

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Guidelines For Overcoming Barrierscontd. Guideline 3: Commit to Ethical Communication


Recognize ethical choices Make ethical choices Motivate ethical choices

Guideline 4: Create Lean, Efficient Messages


Send fewer messages Minimize distractions Develop communication skills

Mohammed Sohail Mustafa (SMt)

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How Could You Encourage Feedback?


Asking specific questions, Encouraging your audience to express general reactions, Being receptive to your audiences response.

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How Could You Give Constructive Feedback?


Focus on particular behaviors,

Keep feedback impersonal,


Use I statements, Keep feedback goal oriented, Make feedback well timed, Ensure understanding,

Direct negative feedback toward behavior that is controlled by the recipient.


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