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Chapter 1   EffectiveCommunication in    Business                       by Syed Maqsood Ahmed  Syed Maqsood Ahmed        1
Business Communication Transferring information from one part of the  business to another that leads to some outcome,  ch...
 Importance & Benefits of Effective                   Communication Effective communication whether speaking or  writing...
Ancient Heritage for Communication              Principles In ancient world, both the East & the West, depends  heavily o...
Lifeblood of Every              Organization An organization is a group of people associated for  business, political, pr...
 Internal Communication            And External Communication   Syed Maqsood Ahmed      6
Internal Communication A vital means of getting the organizational goals is  through effective communication. There are ...
1 Downward communication      Syed Maqsood Ahmed   8
1 Downward communication Relatively easy to manage Ensure staff know what their job is Keep staff informed about change...
1 Downward communication Staff information needs    Job responsibilities       What is my job?   Performance feedback ...
1 Downward communication Mechanisms   Job descriptions   Notices   Training   Instructions   Memos, meetings, emails...
2 Upward Communication    Syed Maqsood Ahmed   12
2 Upward Communication Hard to manage Boss must be willing to listen   Especially to bad news Boss must take time to l...
2 Upward Communication Mechanisms   Short, written weekly notes summarizing activities and    problems       Boss must ...
3 Horizontal Communication       Syed Maqsood Ahmed    15
3 Horizontal Communication Necessary to ensure coordination, avoid “islands” or  “information silos” Encourage/require s...
4 Diagonal Communication     Syed Maqsood Ahmed    17
4 Diagonal Communication Can be formal – eg. teams Can be informal Build cross-departmental teams Encourage friendline...
The ideal: Internal communication web         Syed Maqsood Ahmed             19
How to encourage internal             communication Make information sharing part of job description Define reporting an...
External Communication Effective communication to people outside the organization is called external communication & it h...
External Communication To Whom Customers Vender / suppliers Government Distributors / wholesalers Methods: Marketin...
Challenge of Communication in The              Global Market The way you communicate within or outside the    country aff...
Components of CommunicationD.ContextE.Sender-EncoderF.MessageG.MediumH.Receiver-DecoderI. Feedback              Syed Maqso...
Context Communication is affected by the context in which it takes place. This context may be physical, social, chronolog...
Sender / Encoder Sender / Encoder is a person who sends the message. A sender makes use of symbols (words or graphic or v...
Message Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of recipient. ...
Medium Medium is a means used to exchange / transmit the message. The sender must choose an appropriate medium for transm...
Recipient / Decoder Recipient / Decoder is a person for whom the message is intended / aimed / targeted. The degree to wh...
Feedback Feedback is the main component of communication process as it permits the sender to analyze the efficacy of the ...
Concepts & Problems of          Communication              &   Nonverbal CommunicationF.How Appearance CommunicatesG.How B...
Nonverbal Communication IIs it possible to communicate without words?Studies show that over half of your message is  carri...
Nonverbal Communication I Communication researcher Mehrabian found that  only 7% of a message’s effect are carried by wor...
A. Body Language “The bodily gestures, postures, and facial expressions by which a person communicates nonverbally with o...
A. Body Language 1.Facial expression(s) 2.Eyes 3.Lips 4.Arms 5.Hands 6.Fingers              Syed Maqsood Ahmed   35
A1.2. Facial Expression(s)Forehead           Wrinkles         AngerEyebrows           Outer edges up   AngerNose          ...
A2. EyesCantered                            FocusedGazing Up                           ThinkingGazing Down                ...
A3. LipsParted                           Relaxed, HappyTogether                         Possibly ConcernedWide Open       ...
A4. ArmsArms Crossed                        Angry, DisapprovingOpen                                Honest, Accepting      ...
A5. HandsOn Top of the Head                  AmazementScratching Head                     Puzzled , ConfusedRubbing Eyes  ...
A6. FingersFingers Interlocked                    TensePointing at you                        AngryOK Signal              ...
A. Basic Types of Body Language postures 1.OPEN / CLOSED People with arms folded and legs crossed and bodies  turned awa...
Thank YouSyed Maqsood Ahmed   43
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  1. 1. Chapter 1 EffectiveCommunication in Business by Syed Maqsood Ahmed Syed Maqsood Ahmed 1
  2. 2. Business Communication Transferring information from one part of the business to another that leads to some outcome, changed behaviour or changed practice Formal Communication – established and agreed procedures Informal Communication – channels not formally recognised – ‘the grapevine’ Syed Maqsood Ahmed 2
  3. 3.  Importance & Benefits of Effective Communication Effective communication whether speaking or writing is highly valued skill. Number of surveys told us that executives having the ability to communicate are ranked first among the personal factors necessary for promotion. The importance of effective communication extends across all areas of business, including management, technical, clerical & social positions. Syed Maqsood Ahmed 3
  4. 4. Ancient Heritage for Communication Principles In ancient world, both the East & the West, depends heavily on oral communication. It was necessary to communicate well specially when dealing with matters in Government assemblies & the law courts. For Example, China. Egypt. Syed Maqsood Ahmed 4
  5. 5. Lifeblood of Every Organization An organization is a group of people associated for business, political, professional or social purposes. Organization cannot function without open & effective communication. The group of people require to interact & react, that is to communicate. They exchange information, plans, order needed supplies, make decisions, rules and regulations, proposals, contracts and agreements. So communication is lifeblood to every organization. Syed Maqsood Ahmed 5
  6. 6.  Internal Communication And External Communication Syed Maqsood Ahmed 6
  7. 7. Internal Communication A vital means of getting the organizational goals is through effective communication. There are four types of internal communication flows within the organization. Downwards Upwards Horizontal Diagonal Syed Maqsood Ahmed 7
  8. 8. 1 Downward communication Syed Maqsood Ahmed 8
  9. 9. 1 Downward communication Relatively easy to manage Ensure staff know what their job is Keep staff informed about changes Communicate orally, then follow up in writing It helps increase job satisfaction, safety, productivity, and profitability It helps to decrease absenteeism, losses, and grievances. Syed Maqsood Ahmed 9
  10. 10. 1 Downward communication Staff information needs  Job responsibilities  What is my job?  Performance feedback  How am I doing?  Individual needs  Does anyone care?  Work unit objectives, results  How is my unit doing?  Vision, mission, values  Where are we headed?  Empowerment  How can I help? Syed Maqsood Ahmed 10
  11. 11. 1 Downward communication Mechanisms  Job descriptions  Notices  Training  Instructions  Memos, meetings, emails Syed Maqsood Ahmed 11
  12. 12. 2 Upward Communication Syed Maqsood Ahmed 12
  13. 13. 2 Upward Communication Hard to manage Boss must be willing to listen  Especially to bad news Boss must take time to listen Staff must be willing to share  Especially bad news Syed Maqsood Ahmed 13
  14. 14. 2 Upward Communication Mechanisms  Short, written weekly notes summarizing activities and problems  Boss must provide feedback  Regular staff meetings to discuss activities  Staff copy relevant emails to boss  Visit staff’s workplaces  Keep your door open Syed Maqsood Ahmed 14
  15. 15. 3 Horizontal Communication Syed Maqsood Ahmed 15
  16. 16. 3 Horizontal Communication Necessary to ensure coordination, avoid “islands” or “information silos” Encourage/require staff to communicate among units Effective horizontal communication is also essential in order to solve problems, perform job duties, prepare for meetings and cooperation in important projects. Syed Maqsood Ahmed 16
  17. 17. 4 Diagonal Communication Syed Maqsood Ahmed 17
  18. 18. 4 Diagonal Communication Can be formal – eg. teams Can be informal Build cross-departmental teams Encourage friendliness and informality Encourage informal interaction Syed Maqsood Ahmed 18
  19. 19. The ideal: Internal communication web Syed Maqsood Ahmed 19
  20. 20. How to encourage internal communication Make information sharing part of job description Define reporting and information sharing responsibilities But avoid over-rigid procedures if possible Hold regular staff meetings  But keep meetings short and efficient Provide physical bulletin boards Communicate actively  Be an information source Syed Maqsood Ahmed 20
  21. 21. External Communication Effective communication to people outside the organization is called external communication & it helps to create a good reputation & have a +ve impact on its ultimate success. Syed Maqsood Ahmed 21
  22. 22. External Communication To Whom Customers Vender / suppliers Government Distributors / wholesalers Methods: Marketing ways, Paper + electronic Sales Dept Customer Services Syed Maqsood Ahmed 22
  23. 23. Challenge of Communication in The Global Market The way you communicate within or outside the country affect’s everything you accomplish. Your ability to communicate effectively make a difference to your organization. Developing The Right Attitude: Preparing Adequately: Becoming Flexible: Developing the right attitude and preparing adequately are crucial to effective communication in the international market place. These qualities helps to be effective in dealing with the international business people & becoming flexible helps you to deal with the issues Maqsood Ahmed Syed within your organization. 23
  24. 24. Components of CommunicationD.ContextE.Sender-EncoderF.MessageG.MediumH.Receiver-DecoderI. Feedback Syed Maqsood Ahmed 24
  25. 25. Context Communication is affected by the context in which it takes place. This context may be physical, social, chronological or cultural. Every communication proceeds with context. The sender chooses the message to communicate within a context. Syed Maqsood Ahmed 25
  26. 26. Sender / Encoder Sender / Encoder is a person who sends the message. A sender makes use of symbols (words or graphic or visual aids) to convey the message and produce the required response. For instance - a training manager conducting training for new batch of employees. Sender may be an individual or a group or an organization. The views, background, approach, skills, competencies, and knowledge of the sender have a great impact on the message. Syed Maqsood Ahmed 26
  27. 27. Message Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of recipient. Communication process begins with deciding about the message to be conveyed. It must be ensured that the main objective of the message is clear. Syed Maqsood Ahmed 27
  28. 28. Medium Medium is a means used to exchange / transmit the message. The sender must choose an appropriate medium for transmitting the message else the message might not be conveyed to the desired recipients. The choice of appropriate medium of communication is essential for making the message effective and correctly interpreted by the recipient. This choice of communication medium varies depending upon the features of communication. For instance - Written medium is chosen when a message has to be conveyed to a small group of people, while an oral medium is chosen when spontaneous feedback is required from the recipient. Syed Maqsood Ahmed 28
  29. 29. Recipient / Decoder Recipient / Decoder is a person for whom the message is intended / aimed / targeted. The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient, their responsiveness to the message, and the reliance of encoder on decoder. Syed Maqsood Ahmed 29
  30. 30. Feedback Feedback is the main component of communication process as it permits the sender to analyze the efficacy of the message. It helps the sender in confirming the correct interpretation of message by the decoder. Feedback may be verbal (through words) or non- verbal (in form of smiles, sighs, etc.). It may take written form also in form of memos, reports, etc. Syed Maqsood Ahmed 30
  31. 31. Concepts & Problems of Communication & Nonverbal CommunicationF.How Appearance CommunicatesG.How Body Language CommunicatesH.How Silence, Time, & Space Communicates Syed Maqsood Ahmed 31
  32. 32. Nonverbal Communication IIs it possible to communicate without words?Studies show that over half of your message is carried through nonverbal elements: Your appearance Your body language The tone and the pace of your voice. Syed Maqsood Ahmed 32
  33. 33. Nonverbal Communication I Communication researcher Mehrabian found that only 7% of a message’s effect are carried by words ; listeners receive the other 93% through non -verbal means. ♦Birdwhistell suggested that spoken words account for not more than 30-35% of all our social interactions. ♦Over 65 percent of the social meaning of the messages we send to others are communicated non- verbally. Syed Maqsood Ahmed 33
  34. 34. A. Body Language “The bodily gestures, postures, and facial expressions by which a person communicates nonverbally with others” POSTURE GESTURE FACIAL EXPRESSIONS GAZE / EYE CONTACT Syed Maqsood Ahmed 34
  35. 35. A. Body Language 1.Facial expression(s) 2.Eyes 3.Lips 4.Arms 5.Hands 6.Fingers Syed Maqsood Ahmed 35
  36. 36. A1.2. Facial Expression(s)Forehead Wrinkles AngerEyebrows Outer edges up AngerNose Upward Contempt Syed Maqsood Ahmed 36
  37. 37. A2. EyesCantered FocusedGazing Up ThinkingGazing Down ShameGaze on the Side GuiltyWandering Disinterested, Bored Syed Maqsood Ahmed 37
  38. 38. A3. LipsParted Relaxed, HappyTogether Possibly ConcernedWide Open Very Happy / Very Angry Syed Maqsood Ahmed 38
  39. 39. A4. ArmsArms Crossed Angry, DisapprovingOpen Honest, Accepting Syed Maqsood Ahmed 39
  40. 40. A5. HandsOn Top of the Head AmazementScratching Head Puzzled , ConfusedRubbing Eyes TiredRubbing Chin Thinking,folded Timid, Shy Syed Maqsood Ahmed 40
  41. 41. A6. FingersFingers Interlocked TensePointing at you AngryOK Signal FineV Sign Peace Syed Maqsood Ahmed 41
  42. 42. A. Basic Types of Body Language postures 1.OPEN / CLOSED People with arms folded and legs crossed and bodies turned away are signaling that they are rejecting messages. People showing open hands, fully facing you and both feet planted on the ground are accepting them. 2.FORWARD/ BACK When people are leaning forward and pointing towards you they are actively accepting or rejecting the message. When they are leaning back, looking up at the ceiling, doodling on a pad, cleaning their glasses they are either passively absorbing or ignoring Syed Maqsood Ahmed 42
  43. 43. Thank YouSyed Maqsood Ahmed 43
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