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Business Communication

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  • 1. Effective Communication “ Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous
  • 2. Objectives
    • Define and give an example of nonverbal communication.
    • Describe the six functions of nonverbal communication.
    • Describe and explain the role of the eight types of nonverbal symbols.
    • Differentiate between formal and informal communication
  • 3. Functions of Nonverbal Communication
    • Accent- punctuating or drawing attention to a verbal message.
    • Complement- expressions or gestures that support, but could not replace a verbal message.
    • Contradict-expressions or gestures that convey a meaning opposite that of a verbal message.
  • 4. Functions of Nonverbal Communication
    • Regulate- expressions or gestures that control the pace or flow of communication.
    • Repeat- a gesture or expression that can be used alone to send the same meaning as a verbal message.
    • Substitute- a nonverbal cue that replaces a verbal message.
  • 5. Types of Nonverbal Symbols
    • The eyes
    • The face and head
    • Gestures
    • Touch
    • Posture
    • Territory
    • Walking
    • Status symbols
  • 6. Types of Communication
    • Formal and informal
    • Upward, downward, and horizontal
    • Spoken and written
    • Electronic
  • 7. Types of Communication
    • Formal - the official communication that travels through the structured (formal) organization.
    • Informal (grapevine) - rumors, statements, or reports whose truth any known authority cannot verify and which may not pertain to the functioning of the organization.
  • 8. Types of Communication
    • Upward communication - is the flow of communication from managers to managers.
    • Downward communication - is the flow of communication from managers to managers or from upper management to middle management or lower management.
    • Horizontal communication - is the flow of communication moving laterally or at the same level in the organization.
  • 9. Summary
    • Definition of nonverbal communication.
    • Describe the six functions of nonverbal communication.
    • Describe and explain the role of the eight types of nonverbal symbols.
    • Differentiate between formal and informal communication.
  • 10. Objectives
    • Identify and describe 14 barriers to communication.
    • Explain the importance of listening and identify methods to improve listening.
    • Describe methods to break down communication barriers.
  • 11. Barriers to Effective Communication
    • Lying
    • ❏ Facial indicators
    • ❏ General indicators
    • Perceptions
    • Over-eagerness to respond
    • Closed words
    • Judging
    • Credibility gap
    • Noise
  • 12. Barriers to Effective Communication
    • Wasting the thought-speech differential
    • Emotions
    • Snap judgments
    • Attacking the individual
    • Rank
    • Gatekeepers
    • Poor listening
  • 13. Importance of Listening
    • Time.
    • Good relationship.
    • Prevent misunderstanding and rumors.
    • People perform better.
    • Prevents complaints from blossoming.
    • Good decision making.
    • Prevents haste conclusions.
    • Requires full attention.
  • 14. Developing Listening Skills
    • Listening responses.
    • ❏ Nod - nodding the head slightly and waiting.
    • ❏ Pause - looking at the speaker, but without doing or saying anything.
    • ❏ Casual remark - “I see,” “uh-huh,” or “is that so?”
    • ❏ Echo - repeating the last few words the speaker said.
    • ❏ Mirror - showing you understand by reflecting what has just been said: “you feel that…….”
    • Phrasing questions.
    • ❏ Open.
    • ❏ Closed.
  • 15. Break Down Communication Barriers
    • Encourage upward communication.
    • Have an open-door policy.
    • Use face-to-face communication when possible.
    • Avoid credibility gaps.
    • Write for understanding.
    • Watch your timing.
    • Be sensitive to needs and feelings of others.
    • Identify and manager conflict.
  • 16. The Four C’s of Written Communication
    • Complete
    • Concise
    • Correct
    • Conversational
    4
  • 17. Do’s of Listening
    • Eliminate distractions by holding telephone calls and choosing a quiet place to talk.
    • Allow adequate time for discussion.
    • Take note of nonverbal cues.
    • When you are unsure of what was said, restate what you think you heard in the form of a question.
  • 18. Do’s of Listening
    • Show interest.
    • Express empathy.
    • Be silent when silence is needed.
    • When you think that something is missing, ask simple, direct questions to get the necessary information.
  • 19. Do’s of Listening
    • Argue.
    • Interrupt.
    • Engage in other activities.
    • Pass judgment too quickly.
    • Jump to conclusions.
    • Let the other person’s emotions act too directly on your own.
  • 20. Summary
    • Identify and describe 14 barriers to communication.
    • Explain the importance of listening and identify methods to improve listening.
    • Describe methods to break down communication barriers.
  • 21. Objectives
    • Diagram and explain the basic communication model.
    • List and explain the five message channels.
    • List and explain components of a message and the contribution each makes to the total message.
  • 22. Communication Processes
    • Communication is the exchange of thoughts, messages, or information, by speech, signals, writing, or behavior between a sender and a receiver.
  • 23. Basic Communication Model
    • The sender encodes the message and selects a channel. The receiver decodes the message and uses feedback to respond.
    Message Feedback Sender Receiver
  • 24. Thee Communication Processes
    • FEEDBACK
    SENDER RECEIVER MESSAGE NOISE
  • 25. The Communication Processes
    • Feedback - a verbal or nonverbal response by a receiver to the sender’s message.
    • Encoding - selecting words and their order for a message by a sender.
    • Decoding - the translation of a message by a receiver.
    • Noise - literally or figuratively, anything that interferes with a message.
    • Message channel - the conduit or medium that will carry a message from the sender to the receiver.
  • 26. Message Channel
    • Face-to-face
    • Face-to-group
    • Telephone
    • Written
    • Third party
  • 27. What Are Words Really Like?
    • Two communication rules:
    • ❏ Don’t assume that everyone knows what you are talking about.
    • ❏ Don’t assume that you know what others are talking about without asking them questions to make certain.
  • 28. What Are Words Really Like?
    • Words have regional and international meaning.
    • Words develop new meaning.
    • Double-speaking.
    • The development of new words.
    • Tone affects meaning.
  • 29. Summary
    • Diagram and explain the basic communication model.
    • The five message channels.
    • ❏ Face-to-face.
    • ❏ Face-to-group.
    • ❏ Telephone.
    • ❏ Written.
    • ❏ Third party.
    • The components of a message and the contribution each makes to the total message.
    • ❏ Nonverbal.
    • ❏ Tonal.
    • ❏ Verbal.
  • 30. THE END