Kunal ppt

Tuesday, April 14, 2015
Indian Institute of Tourism and Travel Management
BUSINESS
COMMUNICATION

What is Business Communication ?
Communication is neither transmission of message nor message itself. It is the
mutual exchange of understanding, originating with the receiver.
Communication needs to be effective in business. Communication is essence of
management. The basic functions of management (Planning, Organizing,
Staffing, Directing and Controlling) cannot be performed well without effective
communication. Business communication involves constant flow of information.
Feedback is integral part of business communication. Organizations these days
are very large. It involves number of people. There are various levels of hierarchy
in an organization. Greater the number of levels, the more difficult is the job of
managing the organization. Communication here plays a very important role in
process of directing and controlling the people in the organization. Immediate
feedback can be obtained and misunderstandings if any can be avoided. There
should be effective communication between superiors and subordinated in an
organization, between organization and society at large(for example between
management and trade unions). It is essential for success and growth of an
organization. Communication gaps should not occur in any organization.

What is communication process?
Communication process consists of some interrelated steps or parts through which
messages are sent form sender to receiver.
The process of communication begins when the sender wants to transmit a fact, idea,
opinion or other information to the receiver and ends with receiver’s feedback to the
sender.
The main components of communication process are sender, message, channel, receiver
and feedback. In the following, some definitions on communication process are quoted:
Robert Kreitner defined, “Communication process is a chain made up of
identifiable links. The chain includes sender, encoding, message, receiver,
decoding, and feedback.”
In the opinion of S. K. Kapur, “The communication process is the method by
which the sender transfers information and understanding to the receiver.”
According to Bovee, Thill and Schatzman, “The communication process consists
of six phases linking sender and receiver.”

Continue ……
C. B. Mamoria has pointed out the parts of communication process by saying, “That
communication process model is making up of seven steps or parts: a. the communication
b. Encoding c. The message and the medium or channel, d. reception by the receiver e.
decoding f. Action and g. feedback.”

verbal communication
The sharing of information between individuals by using speech.
Individuals working within a business need to effectively use verbal
communication that employs readily understood spoken words, as
well as ensuring that the enunciation, stress and tone of voice with
which the words are expressed is appropriate.
It's important to recognize, though, that it's our
nonverbal communication—our facial expressions,
gestures, eye contact, posture, and tone of voice—that
speak the loudest.
Non-verbal communication

Barriers to Effective Communication
There are many reasons why interpersonal communications may fail. In many
communications, the message (what is said) may not be received exactly the way
the sender intended. It is, therefore, important that the communicator seeks
feedback to check that their message is clearly understood.
The skills of Active Listening, Clarification and Reflection may help but the skilled
communicator also needs to be aware of the barriers to effective communication
and how to avoid or overcome them.

Common Barriers to Effective Communication:
The use of jargon. Over-complicated, unfamiliar and/or technical terms.
Emotional barriers and taboos. Some people may find it difficult to
express their emotions and some topics may be completely 'off-limits' or
taboo.
Lack of attention, interest, distractions, or irrelevance to the receiver.
Differences in perception and viewpoint.
Physical disabilities such as hearing problems or speech difficulties.
Physical barriers to non-verbal communication. Not being able to see the
non-verbal cues, gestures, posture and general body language can make
communication less effective.
Language differences and the difficulty in understanding unfamiliar
accents.
Expectations and prejudices which may lead to false assumptions or
stereotyping. People often hear what they expect to hear rather than
what is actually said and jump to incorrect conclusions.
Cultural differences. The norms of social interaction vary greatly in
different cultures, as do the way in which emotions are expressed. For
example, the concept of personal space varies between cultures and
between different social settings.

A Categorization of Barriers to Communication
Language Barriers
Language and linguistic ability may act as a barrier to communication.
However, even when communicating in the same language, the terminology used in a
message may act as a barrier if it is not fully understood by the receiver(s). For
example, a message that includes a lot of specialist jargon and abbreviations will not be
understood by a receiver who is not familiar with the terminology used.
Regional colloquialisms and expressions may be misinterpreted or even considered
offensive.
Psychological Barriers
The psychological state of the communicators will influence how the message is
sent, received and perceived.
For example, if someone is stressed they may be preoccupied by personal concerns
and not as receptive to the message as if they were not stressed.
Anger is another example of a psychological barrier to communication,
when we are angry it is easy to say things that we may later regret and also
to misinterpret what others are saying.

Continue…..
Physical Barriers
An example of a physical barrier to communication is geographic distance
between the sender and receiver(s).
Communication is generally easier over shorter distances as more communication
channels are available and less technology is required. Although modern
technology often serves to reduce the impact of physical barriers, the advantages
and disadvantages of each communication channel should be understood so that
an appropriate channel can be used to overcome the physical barriers.
Systematic Barriers
Systematic barriers to communication may exist in structures and organizations
where there are inefficient or inappropriate information systems and
communication channels, or where there is a lack of understanding of the roles
and responsibilities for communication. In such organizations, individuals may be
unclear of their role in the communication process and therefore not know what
is expected of them.

What are Interpersonal Skills?
Interpersonal skills are the life skills we use every day to communicate and interact with
other people, both individually and in groups. People who have worked on developing
strong interpersonal skills are usually more successful in both their professional and
personal lives.
Employers often seek to hire staff with 'strong interpersonal skills' - they want people who
will work well in a team and be able to communicate effectively with colleagues,
customers and clients.
A List of Interpersonal Skills Includes:
Verbal Communication - What we say and how we say it.
Non-Verbal Communication - What we communicate without words, body
language is an example.
Listening Skills - How we interpret both the verbal and non-verbal messages
sent by others.
Negotiation - Working with others to find a mutually agreeable outcome.
Problem Solving - Working with others to identify, define and solve problems.
Decision Making – Exploring and analysing options to make sound decisions.
Assertiveness – Communicating our values, ideas, beliefs, opinions, needs and
wants freely.

Problem solving and decision-making are important skills for business and life.
Problem-solving often involves decision-making, and decision-making is
especially important for management and leadership. There are processes and
techniques to improve decision-making and the quality of decisions. Decision-
making is more natural to certain personalities, so these people should focus
more on improving the quality of their decisions. People that are less natural
decision-makers are often able to make quality assessments, but then need to
be more decisive in acting upon the assessments made. Problem-solving and
decision-making are closely linked, and each requires creativity in identifying
and developing options, for which the brainstorming technique is particularly
useful. See also the free SWOT analysis template and examples, and PEST
analysis template, which help decision-making and problem-solving. SWOT
analysis helps assess the strength of a company, a business proposition or
idea; PEST analysis helps to assess the potential and suitability of a market.
Good decision-making requires a mixture of skills: creative development and
identification of options, clarity of judgment, firmness of decision, and
effective implementation
problem-solving and decision-making

Interpersonal Conflict Handling Styles
According to the Management Help website, interpersonal
conflict is essential for business productivity and personal
growth. While there are several styles of handling
interpersonal conflict, some are more effective than others.
The style you choose can affect the resolution of conflict, as
well as the willingness of participants to work together.
There are several styles of handling interpersonal conflict.
Interpersonal conflict occurs
in any setting where two or
more people must work
together, such as
corporations, marriages,
friendships and
entrepreneurial endeavors.

Forcing
According to the Wright State University website, forcing is a common method for
handling interpersonal conflict. This style occurs most often in business, although it can
occur in personal relationships such as marriages as well. Forcing involves using authority
or power to obtain a resolution without regard to the other parties' needs and wants.
While this style can provide a quick resolution to conflict, it rarely satisfies other involved
parties.
Accommodating
Accommodating takes the opposite approach of forcing. When using this style,
you satisfy the needs of the other parties without satisfying your own, notes
the Wright State University website. Like forcing, accommodating can quickly
end a conflict. However, it can also involve giving in to unreasonable demands,
which is rarely conducive to long-term interpersonal harmony.
Avoiding
The avoidance style of approaching interpersonal conflict involves
withdrawing yourself from the disagreement according to the Management
Help website. This approach does nothing to resolve the conflict. As a result,
the conflict often continues to build.

Continue…..
Competing
Like forcing, the competing style involves participants who refuse to acknowledge the
needs and wants of the other involved parties, notes the Management Help website.
These parties typically lack the authority to force a resolution, so the conflict continues to
exist. In some cases, those who use the competing style take advantage of
accommodating parties to get what they can from the conflict.
Compromising
People who use the compromising style of handling interpersonal conflict attempt to find
a solution that is partially satisfactory to all parties involved. The resolution typically does
not fully satisfy any of the parties according to the Wright State University website. All
involved parties must make concessions; however, this approach can help expedite
resolution.
Collaborating
Although the collaborating style is not as efficient as other styles of handling
interpersonal conflict, it can produce a resolution that fully satisfies all parties according
to the Management Help website. All participants are encouraged to act as a team and to
find a solution together. This approach often produces a resolution that none of the
parties previously considered.

Oral communication is the process of expressing information or ideas by word of mouth.
Learn more about the types and benefits of oral communication, and find out how you can
improve your own oral communication abilities.
Definition and Types
Great communication skills are your ticket to success in the academic and business world.
But have you ever been overcome by fear or anxiety prior to going on a job interview or
speaking in front of an audience? Knowing when to choose oral communication and
polishing your speaking skills can help you at every stage of your career.
Oral communication is the process of verbally transmitting information and ideas from
one individual or group to another. Oral communication can be either Formal or Informal.
Examples of informal oral communication include:
Face-to-face conversations
Telephone conversations
Discussions that take place at business meetings

Continue….
More formal types of oral communication
include:
Presentations at business meetings
Classroom lectures.
Commencement speech given at a graduation
ceremony.
With advances in technology, new forms of oral
communication continue to develop. Video
Phones and Video Conferences combine audio
and video so that workers in distant locations
can both see and speak with each other.
Other modern forms of oral communication include Podcasts (audio clips
that you can access on the Internet) and Voiceover Internet Protocol
(VoIP), which allows callers to communicate over the Internet and avoid
telephone charges

Elements of Effective Oral Communication
If you've ever flubbed up while trying
to communicate a message -- as most
people have -- you understand just
how important the different aspects of
communication are. Communication is
far more than just the words that
come out of your mouth. It involves an
intricate web of cues woven together
to tell others what you really mean
when you say something. Sharpen
your communication and leadership
skills by honing all of the elements of
effective communication next time
you convey a message.
Gestures are an important aspect of effective communication.

Word Choice
Some people are naturally more eloquent than others and seem to always have the right
words to say in any given situation. If you're not blessed with the ability to speak off the
cuff, you can improve upon this skill with practice. If you need to communicate an
important message verbally, schedule a time to do it, and then practice what you intend
to say by writing it down first. Make sure that you have effectively gotten your message
across by asking the person with whom you're communicating to paraphrase what
you've just told him. You can also greatly improve your word arsenal by becoming an avid
reader.
Continue…..
Hone Your Tone
The tone of your voice helps convey your attitude and emotions during
communication. Tone includes vocal inflections and word choice, and
when improperly used, can confuse your audience or end up sending an
unintended message. For example, an apology offered with a snappy "I'm
sorry" is very different from one that utilizes a warm, soft voice and
conveys genuine emotion by explaining the reason for the apology.

Continue…..
Body Language
Body language is a powerful tool for communicating messages that includes all nonverbal
cues used during communication, such as eye contact, posture, gestures and facial
expressions. Body language can be far more powerful than spoken words. The two
research studies most often cited on the impact of body language over verbal
communication, both published in 1967 and led by Albert Mehrabian, concluded that
body language accounts for 55 percent of communication. Ensure your message is
communicated properly by making sure that your body and mouth are on the same page
when you speak.
Be a Good Listener
It may sound contradictory, but an important part of being an effective
communicator is simultaneously being a great listener. Remember,
communication is a two-way street that involves both relaying your own
messages and understanding the messages of others. Become a good listener by
focusing intently on the words some is communicating. Make eye contact and
nod to indicate you understand, or ask questions once he is finished if there are
things you are unclear about. Don't interrupt, and don't allow outside
distractions to draw your attention away from your speaker.

Listening Skills
You probably spend more time using your listening skills than any other kind
of skill. Like other skills, listening takes practice.
What does it mean to really listen?
Real listening is an active process that has three basic steps.
Hearing. Hearing just means listening enough to catch what the speaker is
saying. For example, say you were listening to a report on zebras, and the
speaker mentioned that no two are alike. If you can repeat the fact, then you
have heard what has been said.
Understanding. The next part of listening happens when you take what you
have heard and understand it in your own way. Let's go back to that report on
zebras. When you hear that no two are alike, think about what that might
mean. You might think, "Maybe this means that the pattern of stripes is
different for each zebra."
Judging. After you are sure you understand what the speaker has said, think
about whether it makes sense. Do you believe what you have heard? You
might think, "How could the stripes to be different for every zebra? But then
again, the fingerprints are different for every person. I think this seems
believable."

Speaking
Your voice can reveal as much about your personal history as your appearance.
The sound of a voice and the content of speech can provide clues to an
individual's emotional state and a dialect can indicate their geographic
roots. The voice is unique to the person to whom it belongs. For instance, if
self-esteem is low, it may be reflected by hesitancy in the voice, a shy person
may have a quiet voice, but someone who is confident in themselves will be
more likely to have command of their voice and clarity of speech.
Aspects of Effective Speaking
Effective speaking has nothing to do
with the outdated concept of
'elocution' where everyone was
encouraged to speak in the same
'correct' manner. Rather, effective
speaking concerns being able to
speak in a public context with
confidence and clarity, whilst at the
same time reflecting on your own
personality.

Aspects of Effective Speaking:-
Accents.
Finding your voice.
The effect of breath on voice and speech.
Vocal production.
Accents
Regional and ethnic accents are positive; they are part of individual personality.
It is important to get used to the sound of your own voice. Most people are
more relaxed in a private situation, particularly at home, where there are no
pressures to conform to any other social rules and expectations. This is not
the case in public situations when there are all sorts of influences exerted
upon the way people speak.
Gradually, over the years, through the migration of people and exposure to the
media, accents are being broken down and neutralized. In some ways this is a
shame because accents can add a dimension and distinctiveness to voice and
emphasize individuality.
Continue…..

Vocal Production
The following three core elements of vocal production need to be understood for
anyone wishing to become an effective speaker:
Volume - to be heard.
Clarity - to be understood.
Variety - to add interest.
Volume
This is not a question of treating the voice like the volume control on the TV
remote. Some people have naturally soft voices and physically cannot
bellow. Additionally, if the voice is raised too much, tonal quality is lost. Instead of
raising the voice it should be 'projected out'. Support the voice with lots of breath - the
further you want to project the voice out, the more breath you need.
Continue…..
When talking to a group or meeting, it is important to never aim your talk
to the front row or just to the people nearest you, but to consciously
project what you have to say to those furthest away. By developing
a strong voice, as opposed to a loud voice, you will be seen as someone
positive.

Continue…..
Clarity
Some people tend to speak through clenched teeth and with little movement of
their lips. It is this inability to open mouths and failure to make speech sounds
with precision that is the root cause of inaudibility. The sound is locked into the
mouth and not let out. To have good articulation it is important to unclench the
jaw, open the mouth and give full benefit to each sound you make, paying
particular attention to the ends of words. This will also help your audience as a
certain amount of lip-reading will be possible.
Variety
To make speech effective and interesting, certain techniques can be
applied. However, it is important not to sound false or as if you are giving a
performance. Whilst words convey meaning, how they are said reflects feelings
and emotions. Vocal variety can be achieved by variations in:
Pace: This is the speed at which you talk. If speech is too fast then the listeners
will not have time to assimilate what is being said. Nevertheless, it is a good idea
to vary the pace - quickening up at times and then slowing down – this will help
to maintain interest.

Continue…..
Volume: By raising or lowering volume occasionally, you can create
emphasis. If you drop your voice to almost a whisper (as long as it is
projected) for a sentence or two, it will make your audience suddenly alert,
be careful not to overuse this technique.
Pitch - Inflection - Emphasis: When speaking in public, try to convey the
information with as much vocal energy and enthusiasm as possible. This
does not mean your voice has to swoop and dive all over the place in an
uncontrolled manner. Try to make the talk interesting and remember that
when you are nervous or even excited, vocal chords tense and shorten
causing the voice to get higher. Emphasize certain words and phrases
within the talk to convey their importance and help to add variety.
Pause: Pauses are powerful. They can be used for effect to highlight the
preceding statement or to gain attention before an important
message. Pauses mean silence for a few seconds. Listeners interpret
meaning during pauses so have the courage to stay silent for up to five
seconds – dramatic pauses like this convey authority and confidence.

Presentations skills and public speaking skills are
very useful in many aspects of work and life.
Effective presentations and public speaking skills
are important in business, sales and selling,
training, teaching, lecturing, and generally feeling
comfortable speaking to a group of people.
Developing the confidence and capability to give
good presentations, and to stand up in front of
an audience and speak well, are also extremely
helpful competencies for self-development and
social situations.
Presentation skills and public speaking abilities are not limited to certain
special people - anyone can give a good presentation, or perform public
speaking to a professional and impressive standard. Like most
specialism's, this requires preparation and practice.

Continue…..
"Half the world is composed of people who
have something to say and can't; the other
half have nothing to say and keep saying it."
Anyone can give a speech. Not everyone can
give an effective speech. To give an effective
speech there are 6 elements you should
consider.
Be Prepared - Being prepared is by far the most important element. How
many times do you practice your speech? As a general rule, you should
spend about 30 hours of preparation and rehearsal time for every hour
you will be speaking. Use a tape recorder or videotape yourself. This will
help you to get an accurate picture of how you speak.
Give of Yourself - Use personal examples and stories in your speech
whenever possible. Make sure your stories help to emphasize or support
your point. The stories must match your message. Use examples from
your personal and professional life to make your point. In either case be
willing to give of yourself by sharing some of yourself with the audience.

Continue…..
Stay Relaxed - To stay relaxed you should be prepared. Also, focus on your message
and not the audience. Use gestures, including walking patterns. Practice the
opening of your speech and plan exactly how you will say it. The audience will
judge you in the first 30 seconds they see you.
Use Natural Humor - Don't try to be a stand up comedian. Use natural humor by
poking fun at yourself and something you said or did. Be sure NOT to make fun of
anyone in the audience. People will laugh with you when you poke fun at yourself
but don't over do it.
Plan Your Body & Hand Positions - During the practice of your speech look for
occasions where you can use a gesture. Establish three positions where you will
stand and practice not only how to move to them but where in your speech do you
move. Pick three positions, one on center stage, one to your right, and one to your
left. Do not hide behind the lectern. When you do move maintain eye contact with
the audience.
Pay attention to all details - Make sure you have the right location (school, hotel,
room & time). Make sure you know how to get to where you are speaking. Ask how
large an audience you will be speaking to. Make sure you bring all your visual aids
and plenty of handouts. Arrive early so you can check out where you will be
speaking and make any last minute adjustments.

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