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Business Communication

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Business Communication

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

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