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Business Communication 1- Chap 1 communication

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Chapter 1 Communication

Chapter 1 Communication

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  • 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. 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. 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. SECONDARY GOALS • Self-expression, • Social relationships, • Career advancement
  • 5. WHY we communicate?? Understanding others’ needs, ideas, thoughts, info & feelings. Improve & stabilize our relationship. Build up our skills. Develop personalities.
  • 6. GOALS OF BUSI NESS COMMUNI CATI ON
  • 7. Pr ovi des f act ual i nf or mat i on I nf or m r eader s or pr ovi de i nf or mat i on Cl ar i f y and condense i nf or mat i on St at e pr eci se r esponsi bi l i t i es Per suade and make r ecommendat i ons
  • 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. MODE OF COMMUNICATION Web – based communication Emails Reports Presentation Telephone Face to face
  • 10. FACTORS INFLUENCING THE GOALS Environment Culture
  • 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. 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. STUDENT Important - to get information - to interact between lecturer - to interact among others
  • 14. BUSINESSMAN Important - to have connection with others business organization. - to built good rapport - to make profit
  • 15. Formal and Informal Communication Network
  • 16. Main elements in Comm. source message channel receiver
  • 17. source messagemessage channel receiver
  • 18. When msg is received, there is no response/reply needed. Eg: news report through tv. Response to message where the role of the source & the receiver keeps changing hands. E.g.: conversation between you and your friend. ONE-WAY TWO-WAY
  • 19. Levels of COMMUNICATION Intrapersonal comm. Interpersonal comm. Group comm. Organizational comm.
  • 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. INTERPERSONAL Communication 2 person are involve in the communication. E.g.: you and your friend are talking about your favorite soccer team.
  • 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. 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. Choosing the FACTORS of communication Cost Confidentiality Safety & security Influence Urgency Distance Time of day Resources Written record Receiver
  • 25. FORMAL & INFORMAL Communication Network
  • 26. FORMAL Comm. Verbal Non-verbal Ways of communication Languages Tones of speaking Facial expressions Body language Appearance
  • 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. 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. INFORMAL Comm. Verbal Non-verbal Ways of communication Languages Tones of speaking Facial expressions Body language Appearance
  • 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. 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. 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. Barriers of Communication
  • 34. Overview Perceptual and Language Differences Restrictive Environments Distractions Deceptive Tactics Information Overload
  • 35. Perceptual and Language Difference Perceptions are unique !!! Because its unique, the ideas you want to express differ from other people’s
  • 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. 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. Distractions Physical Distractions can block effective communication E.g. : bad connections(phone) , poor acoustics
  • 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. 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. 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. 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. 1) FEEDBACK The chart below cites the effectiveness of visual aids on audience retention.
  • 44. INCREASE UNDERSTANDING SAVE TIME ENHANCE RETENTION PROMOTE ATTENTIVENESS CONTROL NERVOUSNESS
  • 45. SUMMARY…
  • 46. Communicating Under Pressure: Don’t Let Stress Strain Communication
  • 47. Stress Endemic to the work place today Complicated and distort communication Slow down performance in work place
  • 48. PROBLEMS CAUSED BY STRESS IN WORK PLACE
  • 49. Trouble Concentrating Harder to concentrate when in stress Brain unable to store new information Unclear Directions
  • 50. Defensiveness Employee may react irrationally Unnecessary disagreements Forgetfulness Brain overloaded Forgets easily what had just
  • 51. Distortions in communication style Communication style shift under stress Might drive staffs crazy and hurting productivity
  • 52. Avoid Problems in workplace
  • 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. 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. Look Out for Employees Who Withdraw People tend to retreat under stress Don’t let members be isolated Conduct one-to-one conversations
  • 56. Reference Field, Anne. (2004). Don’t Let Stress Strain Communication. (Eds.). Face-to- Face 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.