Business Communication

1. Facilitator: Md.Tariqul Islam (Sayem)
COMMUNICATION

2. Program Objectives
 To identify steps in taking responsibility for
your own communication.
 To explore the use of words, tone of voice,
and body language in communication.
 To identify ways to establish rapport in
communication.
 To compare “telling” and “asking” questions
styles in solving problems.

3. Program Objectives
 Recognize and understand the
power of communication.
 Understand how problems develop
due to listening.
 Identify specific communication
problems and apply treatments.
 Learn techniques to manage and ensure
proper communication.

4.  Enhance your knowledge of non-
verbal communication.
 Apply what you learn to the
written word.
 Know how to use the last resort.
 Practice, role-play, discuss, and
problem solve.
Program Objectives

5. A Challenge
Please write a One Sentence
Definition of
EFFECTIVE COMMUNICATION

6. Definition of Communication (1 of 2)
The exchange of thoughts, messages,
or the like, as by speech, signals or
writing.
To express oneself in such a way
that one is readily and clearly
understood.

7. Definition of Communication (2 of 2)
Communication is shared
feelings/shared understanding.
If you can honestly achieve that goal,
you are communicating.

8. Methods of Communication
 Memo, fax, e-mail, voice mail, letter.
 Phone call, in-person.
Two-Way
One-Way
Collaborative
 Team meetings, consulting,
consensus, decision making, group
problem solving.

9. Communication Advantages
 Increase productivity.
 Reduce stress.
 Better understand what others are
saying.
 Better understand how to get your
message across.
 Enhance relationships.
 Save time and money.

10. Who Is Responsible?
 The Communicator.
How Much Is The
Communicator Responsible?
 60 Percent!

11. Face-To-Face
Mirror
and
Match.

12. Mirror and Match
 Sentence structure.
 Tone of voice.
 Key words.
 Non-verbal body language.
 Style of speech.
 Rhythm of speech.

13. Effective communication
• Meaning and Definition
• Uses of Effective Communication
• The 7C’s of Effective
Communication
• Facts about Effective
communication

14. Meaning and definition
Meaning-
Effective Communication is a two way process – sending the right
message and to the right person.
It is important to know the psychology of the people you are
interacting with for communication to be effective.
For communication to be effective it is necessary to know the
circumstances of the counter entity.
Effective communication includes all the aspects of visual, auditory
and kinaesthetic language to appeal the listener.
Definition-
“Effective communication is the communication which produces
intended or desired result”

15. Uses of effective communication
•Effective communication helps to understand a person or situation in a better way.
•It enables us to solve the differences, build trust and respect in the organization.
•Sometimes our message is misunderstood or we misunderstand the received message, effective communication
helps us to resolve problems with both’s point of view.
•Effective communication helps us to connect well with kids, spouse, boss, colleagues, etc.
•It helps us in decision making.

17. Completeness
`
•The information conveyed in the message should be
complete for the communication to be effective.
•The sender must take into consideration the receiver’s
mind set and convey the message accordingly.
•Complete communication enhances the reputation of the
organization.
•Complete information always gives additional information
wherever required, it leaves no question in the minds of
the receiver.
•Complete information helps in better decision making as
it serves all the desired and crucial information.
•Complete information persuades the audience.

18. Conciseness
•Conciseness means communicating what you
want to convey in least possible words.
•Conciseness is a necessity for effective
communication.
•Concise communication provides short and
essential message in limited words.
•Concise message is more appealing and
comprehensive to the audience.
•Concise messages are non repetitive in
nature.

19. Consideration
•Effective communication must take audience into
consideration by knowing the viewpoints, back
ground, mindset, educational level, etc.
•Consideration implies ‘stepping into the shoes of
others’.
•Consideration ensures that the self respect of the
audience is maintained and their emotions are not
harmed.
•Consider the needs and requirements of the
audience to achieve effective communication.

20. Clarity
•Clarity implies emphasizing on a specific
goal or objective at a time, rather than trying
to move away from track.
•Clarity helps to understand the message
easily.
•Complete clarity of thoughts and ideas
enhances the meaning of message.
•Clarity comes with the use of exact,
appropriate and concrete words.

21. Concreteness
•Concrete communication implies being
particular and clear rather being fuzzy and
general.
•Concrete communication shows good level of
confidence.
•Concrete information helps to strengthen the
reputation of the organization.
•Concrete information cannot be misinterpreted.

22. Courtesy
•Courtesy means being polite, kind, judicious,
enthusiastic and convincing.
•Courtesy is an important element of effective
communication.
•Courtesy reflects the nature and character of the
sender of the message.
•It is the same as give respect and then expect the
same.
•Courtesy is not at all bias in nature.

23. Correctness
•Correctness in the communication implies that the correct
information is conveyed through message.
•Correct communication boosts up the confidence level of the
sender.
•Correct information has greater impact on the audience.
•Free from grammatical errors and use of appropriate and correct
language.
•Correct information includes the precision and accurateness of
facts and figures used in the message.

25. • Lack of Sensitivity to
Receiver
• Lack of Basic
Communication Skills
• Insufficient Knowledge of
the Subject
• Emotional Interference
• Lacking confidence
Encoding
Barriers
• Physical Distractions
• Channel Barriers.
• Long Communication Chain.
Transmitting
Barriers
• Lack of Interest.
• Lack of Knowledge.
• Lack of Communication
Skills
• Emotional Distractions
• Information overload
• Conflicting Messages
Decoding
Barriers.
• No Provision for
Feedback
• Inadequate Feedback.
Responding
Barriers

26. Over coming the barriers of effective communication
Effective
Communication skills
Body language
(Smile, Eye contact,
Gestures, tone)
Cultural
Sensitivity
Checking
for understanding
Summarizing
what has been said
Seeking
Participation
Effective Questions
Simple
Words
Connecting with
The audience

28. What is listening ?
• Listening is the absorption of the meanings
of words and sentences by the brain.
Listening leads to the understanding of facts
and ideas.

29. Various stages to listening
 Hearing
 Focusing on the message not the person
 Comprehending and interpreting
 Analyzing and Evaluating
 Responding
 Remembering

30. Co-relation between Listening and Speaking

31. What we are taught….
9%
16%
30%
45%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Writing Reading Speaking Listening

32. Importance of listening
“If we were supposed to talk more than listen, we
would have been given two mouths and one ear.”
Mark Twain

33. Techniques of active listening
PARAPHRASE
Restate what was
said in your own
words
SUMMARIZE
Pull together the
main points of a
speaker
QUESTION
Challenge speaker to
think further, clarifying
both your and their
understanding, however
suspend judgement

34. Path for good communication
Listen to
Understand
Understand
before
speaking
Speak to be
understood
Seek
understanding
before
proceeding
Repeat

35. Conclusion
A man is seldom better than his conversation
- German Proverb