Business Communication: Chap 1 communication


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Business Communication: Chap 1 communication

  1. 1. INTRODUCTION • Communication is very important to transfer information to other party through machines and face to face. • Communication is very important whether it is transferred by an oral or written form. • Communication can be divided into internal and external form.
  2. 2. DEFINITION • Communication is a process in which people share information, ideas, experiences and feelings. • Communication process is made up of various elements such as sender- receiver, messages, channel, feedback, and setting.
  3. 3. GOALS The main goal of business communication is to • influence • to control our audience's responses in the way we intended It also includes for short term • such as having our audience obey an order The long term • such as having our audience continue to follow the spirit of the policy
  4. 4. SECONDARY GOALS • Self-expression, • Social relationships, • Career advancement
  5. 5. WHY we communicate?? Understanding others’ needs, ideas, thoughts, info & feelings. Improve & stabilize our relationship. Build up our skills. Develop personalities.
  7. 7. Pr ovi des f act ual i nf or m i on at I nf or m r eader s or pr ovi de i nf or m i on at Cl ar i f y and condense i nf or m i on at St at e pr eci se r esponsi bi l i t i es Per suade and m ake r ecom endat i ons m
  8. 8. Apply a variety of communication that can be delivered. Provide immediate usable skills. Improve your business writing skills. Recognize common obstacles. Gain insight into the art and the science of negotiation and recognize how to be part of a negotiation team. Utilize multiple organizational strategies for preparing oral presentations.
  9. 9. MODE OF COMMUNICATION Web – based communication Emails Reports Presentation Telephone Face to face
  10. 10. FACTORS INFLUENCING THE GOALS Environment Culture
  11. 11. OBSTACLES TO ACCOMPLISH GOALS Perception and language Information overload Ability of individual to send & receive messages Perceptions of sender & receiver Attitude Emotions and Self-Esteem
  12. 12. HOW TO ACCOMPLISH BUSINESS COMMUNICATION GOALS Review your goals regularly, preferably daily Break down a goal into actionable steps Break down a goal into quantifiable results Track a goal by the amount of time you spend on it
  13. 13. STUDENT  Important - to get information - to interact between lecturer - to interact among others
  14. 14. BUSINESSMAN  Important - to have connection with others business organization. - to built good rapport - to make profit
  15. 15. Formal and Informal Communication Network
  16. 16. Main elements in Comm. source channel message receiver
  17. 17. source receiver channel message message
  18. 18. ONE-WAY  When msg is received, there is no response/reply needed.  Eg: news report through tv. TWO-WAY  Response to message where the role of the source & the receiver keeps changing hands.  E.g.: conversation between you and your friend.
  19. 19. Levels of COMMUNICATION Intrapersonal comm. Interpersonal comm. Group comm. Organizational comm.
  20. 20. INTRAPERSONAL Comm. Communication between one person which is an individual process based on own experiences. E.g.: to decide which course is the best for you and your future.
  21. 21. INTERPERSONAL Communication 2 person are involve in the communication. E.g.: you and your friend are talking about your favorite soccer team.
  22. 22. GROUP Communication More than 2 person involve. Not more than 12 person in a small group. Not more than 50 person in a large group. E.g.: communication among committees,club,society etc.
  23. 23. ORGANIZATIONAL Communication When groups discover that they are unable to accomplish their goals. E.g.: schedules of 2 clubs in university are clashing. Thus, a meeting between 2 clubs is needed to come out with a solution.
  24. 24. Choosing the FACTORS of communication Cost Confidentiality Safety & security Influence Urgency Distance Time of day Resources Written record Receiver
  25. 25. FORMAL & INFORMAL Communication Network
  26. 26. FORMAL Comm. Verbal Non-verbal Ways of communication Facial expressions Languages Body language Tones of speaking Appearance
  27. 27. Formal Comm. (verbal) Ways of communication Meeting Phone calls Live video conference Speech Interview Announcement Forums Languages used Proper Suitable Understandable Tones of speaking Loud & stern tone Steady & calm tone
  28. 28. Formal Comm. (non-verbal) Written Fax Formal letter Memo E-mail Forms/application form Facial expressions Calm look Smiling face Determined look Body language Small gestures Movement of body should be fine & suitable Appearance Way of dressing Proper clothing
  29. 29. INFORMAL Comm. Verbal Ways of communication Languages Tones of speaking Non-verbal Facial expressions Body language Appearance
  30. 30. Informal Comm. (verbal) Ways of communication Infinite Phone calls Small discussions Father-to-son talk Personal chatting (via internet) Languages used Mixed Broken Improper Tones of speaking Various Jumbled up
  31. 31. Informal Comm. (non-verbal) Written Yahoo messenger Informal letter SMS (Short Messaging System) Facial expressions Feedback Body language Various gestures More actions & movement of body Appearance Any forms in dressing
  32. 32. Introduction Barriers : anything that restrains or obstructs progress, access, etc.: a trade barrier. Communication : the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs.  something imparted, interchanged, or transmitted .
  33. 33. Barriers of Communication
  34. 34. Overview  Perceptual and Language Differences  Restrictive Environments  Distractions  Deceptive Tactics  Information Overload
  35. 35. Perceptual and Language Difference Perceptions are unique !!! Because its unique, the ideas you want to express differ from other people’s
  36. 36. Restrictive Environment Every link in the communication link is prone to error Communication becomes fragmented when a network limits the flow of information (upward,downward or horizontal)
  37. 37. E.g. : lower-level employee may obtain only enough information to perform their isolated tasks , learning very little about other areas Only the people at the very top of the management can see “the big picture”
  38. 38. Distractions Physical Distractions can block effective communication E.g. : bad connections(phone) , poor acoustics
  39. 39. Emotional Distraction : (1)a person who is delivering a message might find it difficult to deliver information if he is emotionally disturbed (2)If receivers are emotionally disturbed , they may ignore or distort your message
  40. 40. Deceptive Tactics Language is made up of many words , deceptive communicators manipulate receiver blocks communication and ultimately leads to failure Eg : they may exaggerate benefits , quote inaccurate statistics or hide negative information behind an optimistic attitude
  41. 41. Information Overload The number of documents increases everyday via e-mail, express couriers, fax, voice mail, websites, pagers and cell phone Messages range from crucial news to jokes. This sheer number of information can be distracting making it difficult to discriminate between useful and useless information
  42. 42. communication through visual aids communication with visual effect. : art, signs, typography, drawing, graphic design, illustration, colours and electronic resources the idea that a visual message with text has a greater power to inform, educate or persuade a person. variety of ways to present information visually, like gestures, body language, video and TV. Visual communication on the World Wide Web is perhaps the most important form of communication
  43. 43. 1) FEEDBACK The chart below cites the effectiveness of visual aids on audience retention.
  45. 45. SUMMARY…
  46. 46. Communicating Under Pressure: Don’t Let Stress Strain Communication
  47. 47. Stress  Endemic to the work place today  Complicated and distort communication  Slow down performance in work place
  49. 49. Trouble Concentrating Harder to concentrate when in stress Brain unable to store new information Unclear Directions
  50. 50. Defensiveness Employee may react irrationally Unnecessary disagreements Forgetfulness Brain overloaded Forgets easily what had just
  51. 51. Distortions in communication style Communication style shift under stress Might drive staffs crazy and hurting productivity
  52. 52. Avoid Problems in workplace
  53. 53. Keep Messages Short and Clear Offer simple and clear point Summarize - short and easy to understand Repeat The Messages Don't rely on one mode/ medium of communication
  54. 54. Encourage to Ask Questions Staff might not be cleared on what you said Provide time for people to enquire / offer to ask questions Slow Down Don’t rush for performance too much
  55. 55. Look Out for Employees Who Withdraw People tend to retreat under stress Don’t let members be isolated Conduct one-to-one conversations
  56. 56. Reference Field, Anne. (2004). Don’t Let Stress Strain Communication. (Eds.). Face-toFace Communications for Clarity and Impact. Boston, Massachusetts: Harvard Business School Press. (ISBN 13) 978-1-59139-347-4 Copyright 2004 Harvard Business School Publishing Corporation.