Business
COMMUNICATION
Business Communication
The Communication Process
Active Listening Skills
Non-verbal Communication
HOW ABOUT THESE PERSONALITIES ?
Benefits of effective communication
Get more done
More respect
More influence
More comfortable with conflict
More peace of...
What is Communication?
Communication is the transmission of an idea or feeling so
that the sender and receiver share the s...
Visual Images
Body Language
Written Words
Spoken Words
One-way communication
Two-way communication
One to many
Active listening
Simple language
Pronunciation & Diction
Questioning skills
Eye contact, Postures & Gestures
Noise
Inappropriate medium
Assumptions/Misconceptions
Emotions
Language differences
Cultural differences
Poor listening sk...
Hearing – Physical process,
natural, passive
Listening – Physical as well
as mental process, active,
learned process, a sk...
 Listen first and acknowledge what you hear , even
if you don’t agree with it, before expressing your
experience or point...
• Jumping to conclusions- Subjective/ Objective
• Hearing what we want to hear
• Formulating and rehearsing the response
•...
Listening to others helps others
to listen.
Attorneys listen to tear down the other side’s argument.
We spend more time to...
Type of Question Use
Open Questions For more information
Closed Questions For specific information
Probing Questions For a...
Open Questions:
– Revealing, personal, Descriptive, Wh- Type
• What may be the impact of this action?
• What are your conc...
Non – verbal
Communication
An old Yiddish proverb says, "The eyes are the mirror of the
soul“
 tells others you are confident
 helps others conside...
The way we carry ourselves, the gestures
we use and our facial expressions all
communicate much more than we
realize.
 Gesture: Brisk, erect walk
Meaning: Confidence
 Gesture: Standing with hands
on hips
Meaning: Readiness,
aggression
 G...
 Gesture: Walking with hands in
pockets, shoulders hunched
Meaning: Dejection
 Gesture: Hand to cheek
Meaning: Evaluatio...
 Gesture: Locked ankles
Meaning: Apprehension
 Gesture: Head resting in hand, eyes
downcast
Meaning: Boredom
 Gesture: ...
 Gesture: Pinching bridge of nose,
eyes closed
Meaning: Negative evaluation
 Gesture: Tapping or drumming
fingers
Meanin...
 Gesture: Stroking chin
Meaning: Trying to make a
decision
 Gesture: Looking down, face
turned away
Meaning: Disbelief
...
“Developing excellent communication skills is absolutely
essential to effective leadership. The leader must be able to
sha...
Business Communication
Business Communication
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Business Communication

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  • Aims and Learning Objectives
    Aims
    The presentation is meant especially for IT/ ITES professionals.
    In the presentation:
    1. Main components of the communication process
    2. The basic skills required for effective communication
    3. Specific contexts for communication, including giving presentations and feedback meetings
    Will be discussed.
    Learning Objectives:
    Identify:
    the main components of the communication process.
    Typical problems that can arise in the communication process and demonstrate knowledge of skills to overcome them.
    Demonstrate:
    increased awareness of forms of communication and social behaviour
    Use:
    strategies for managing specific contexts for communication, including giving presentations
  • Thank you all for participating in this vital training session.
    I hope you found the contents very useful to develop your communication skills.
    Goodbye.
  • Business Communication

    1. 1. Business COMMUNICATION
    2. 2. Business Communication
    3. 3. The Communication Process Active Listening Skills Non-verbal Communication
    4. 4. HOW ABOUT THESE PERSONALITIES ?
    5. 5. Benefits of effective communication Get more done More respect More influence More comfortable with conflict More peace of mind More satisfying closeness with others
    6. 6. What is Communication? Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding.
    7. 7. Visual Images Body Language Written Words Spoken Words
    8. 8. One-way communication Two-way communication One to many
    9. 9. Active listening Simple language Pronunciation & Diction Questioning skills Eye contact, Postures & Gestures
    10. 10. Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Cultural differences Poor listening skills Use of jargon Distractions
    11. 11. Hearing – Physical process, natural, passive Listening – Physical as well as mental process, active, learned process, a skill Listening is hard. You must choose to participate in the process of listening.
    12. 12.  Listen first and acknowledge what you hear , even if you don’t agree with it, before expressing your experience or point of view.  Listening responsively is always worthwhile as a way of letting people know that you care about them. Listen first
    13. 13. • Jumping to conclusions- Subjective/ Objective • Hearing what we want to hear • Formulating and rehearsing the response • Being inattentive Having a closed mind • Feeling anxious or self-conscious • Subjective biases based on ignorance or prejudice • Linguistic/ Cultural issues
    14. 14. Listening to others helps others to listen. Attorneys listen to tear down the other side’s argument. We spend more time to arrange agreement. The person you defeat today will probably be the person whose cooperation we need tomorrow.
    15. 15. Type of Question Use Open Questions For more information Closed Questions For specific information Probing Questions For added detail Echo Questions To get the other back on track Leading Questions To get the other to think/reflect
    16. 16. Open Questions: – Revealing, personal, Descriptive, Wh- Type • What may be the impact of this action? • What are your concerns about this new program? Closed Questions: – Specific, Objective, Verbal Type • Do you have health insurance? • Are you interested in that?
    17. 17. Non – verbal Communication
    18. 18. An old Yiddish proverb says, "The eyes are the mirror of the soul“  tells others you are confident  helps others consider what you say is important  signals intellect and honesty Alarming !! liars tend to not keep eye contact
    19. 19. The way we carry ourselves, the gestures we use and our facial expressions all communicate much more than we realize.
    20. 20.  Gesture: Brisk, erect walk Meaning: Confidence  Gesture: Standing with hands on hips Meaning: Readiness, aggression  Gesture: Sitting with legs crossed, foot kicking slightly Meaning: Boredom  Gesture: Sitting, legs apart Meaning: Open, relaxed  Gesture: Arms crossed on chest Meaning: Defensiveness
    21. 21.  Gesture: Walking with hands in pockets, shoulders hunched Meaning: Dejection  Gesture: Hand to cheek Meaning: Evaluation, thinking  Gesture: Touching, slightly rubbing nose Meaning: Rejection, doubt, lying  Gesture: Rubbing the eye Meaning: Doubt, disbelief  Gesture: Hands clasped behind back Meaning: Anger, frustration, apprehension
    22. 22.  Gesture: Locked ankles Meaning: Apprehension  Gesture: Head resting in hand, eyes downcast Meaning: Boredom  Gesture: Rubbing hands Meaning: Anticipation  Gesture: Sitting with hands clasped behind head, legs crossed Meaning: Confidence, superiority  Gesture: Open palm Meaning: Sincerity, openness, innocence
    23. 23.  Gesture: Pinching bridge of nose, eyes closed Meaning: Negative evaluation  Gesture: Tapping or drumming fingers Meaning: Impatience  Gesture: Steepling fingers Meaning: Authoritative  Gesture: Patting/fondling hair Meaning: Lack of self-confidence; insecurity  Gesture: Quickly tilted head Meaning: Interest
    24. 24.  Gesture: Stroking chin Meaning: Trying to make a decision  Gesture: Looking down, face turned away Meaning: Disbelief  Gesture: Biting nails Meaning: Insecurity, nervousness  Gesture: Pulling or tugging at ear Meaning: Indecision  Gesture: Prolonged tilted head Meaning: Boredom
    25. 25. “Developing excellent communication skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can't get a message across clearly and motivate others to act on it, then having a message doesn't even matter." -Gilbert Amelio President and CEO of National Semiconductor Corp.
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