Agenda• • Communication Quotes • Introduction of Communication • Importance of Communication • Develop Effective Business Communication Skills • Good Communication allows a firm • Communication Media • Communication Technology Advances • Communication Skills for Managers as Sender & Receiver • Communication with external audience
Introduction The process by which meanings are exchanged b/w people through the use of common set of symbols.
Meaning ofCommunication• Communication may be defined as the process by which information is exchanged between individuals.• The process includes the use of written messages, spoken words and gestures.
Communication Quotes• words should be used as tools of communication and not as a substitute for action• For effective business communication is 20% what you know and 80% how you feel about what you know• Skills in the art of communication is crucial to a leaders success. He can accomplish nothing unless he can communicate effectively.
Importance of Communication• The interchange of thoughts, opinions, ideas or information by speech, writing and gestures.• Communication is important because it is about how information is sent and received within firms• The way information is communicated is often governed by how firms are structured• CVs, Resumes• Email, Web site, FAQs• Letters, Newsletters, Brochures, Articles, Catalogs• Advertisements, Notice Board, Pamphlets, Signs, Press Release• Presentations, multimedia, talks• Reports, Manuals, Proposals, Books
Develop Effective Business Communication Skills• Speaking• Listening 17%• Observing• Writing• Quality voice 34%• Body language• Correct mode of communication• Dress code 49%• Inculcate Corporate Vocabulary
Good Communication allows a firm to Learn new skills and technologies. Become more responsive to customers. Improve Quality of their product or service. Foster innovation Quicker problem solving Stronger decision making Increased productivity Steadier work flow Stronger business relationships Clearer promotional materials Enhanced professional image Improved stakeholder response Customer Loyalty/ delightedness
Communication MediaFace-to-Face: highest information richness. • Can take advantage of verbal and nonverbal signals. • Provides for instant feedback. – Management by wandering around takes advantage of this with informal talks to workers. • Video Conferences: provide much of this richness. – Reduce travel costs and meeting times.Verbal Communication electronically transmitted: has next highest richness. • Phone conversations, but no visual nonverbal cues. – Do have tone of voice, sender’s emphasis and quick feedback.
Communication Technological Advances Internet: global system of computer networks – Many firms use it to communicate with suppliers. World Wide Web (WWW): provides multimedia access to the Internet. Intranets: use the same information concepts as the Internet, but keep the network inside the firm. Groupware: software designed to let workers share information and improve communication. – Best for team oriented support.
Communication Skills for Managers as Senders Send clear and complete messages. Encode messages in symbols the receiver understands. Select a medium appropriate for the message AND monitored by the receiver. Avoid filtering (holding back information) and distortion as the message passes through other workers. Ensure a feedback mechanism is included in the message. Provide accurate information to avoid rumors Communication Skills for Managers as Receivers • Pay Attention to what is sent as a message. • Be a good listener: don’t interrupt. – Ask questions to clarify your understanding. • Be empathetic: try to understand what the sender feels. • Understand linguistic styles: different people speak differently. – Speed, tone, pausing all impact communication. – This is particularly true across cultures. – Managers should expect and plan for this.
Communication with External Audiences General public, potential employees, Subsidiaries Unions Employmentcustomers, stockholders agencies Special Professional services interest group (auditions,legal,etc) Customers Suppliers, clients vendors The Trade association, Corporation Distributors, Competitors, Wholesalers, other businesses, Franchisees, and industries Retailers, agents Legislators, The Stock holders Foreign Government media Investors Governments The courts agencies, regulation and lenders and offices Offices