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1. ELEMENTS & PROCESS OF COMM..pptx
- 1. BUSINESS COMMUNICATION AND COMMUNICATION SKILLS PARTONE Communication Process
- 2. Contents of thisPart 1.Meanings 2.Types of communication 3. Communication Process 4.Functions of Communication Skills 5.Effective Communication 6.Principles of Communication
- 3. MEANINGS 1. Business: • Activityof making, buying, selling, or supplying goods or services for economic reasons. Also, • Work that is part of your job responsibility. Example: Police – protect the community and their property (that is their business).
- 4. MEANING Cont’d… 2. Communication: •Any interaction that transmits information between sender & receiver of the information. • Giving or receiving information signals or message.
- 5. Meaning of communicationcont’d… • The act of sharing/exchanging news, ideas or information. •Who say what to whom through what channel with what results, the feedback.
- 6. 3. Communication Skills: –Abilityto communicate efficiently and productively. –A training in sending and receiving information
- 7. Communication Skills Cont’d… •Havingexperience and knowledge in making interaction with people for a certain purpose.
- 8. TYPES OF COMMUNICATION 1.VerbalCommunication 2.Non-verbal Communication
- 9. Verbal Communication • Involveswords (spoken or written) - Proper production and receiving of speech sounds. - Production and recognition of a written text.
- 10. Non-verbal Communication •Expression ofnon-linguistic means (without words). •Actions or attributes of humans that have socially shared significance and stimulate meanings in others.
- 11. Non-verbal Communication cont’d… •Involves: useof objects, signs, symbol, distance /space, gestures, light, colours, sounds, movements, silence, time, appearance, smell, posture
- 12. Non-verbal Communication cont’d… Signs: -Any movement or sound intended for communication - A mark used to represent something (+, -, ×, ÷, etc)
- 13. Non-verbal communication Cont’d… Symbols: -Anything or person that stands for something. e.g. letters, words, drawings etc.
- 14. Non-verbal communication Cont’d… Gestures: a)Facial expressions Influenced by culture, age, gender, Conveys interest •Regulates conversation
- 15. Gestures - Facialexpressions Cont’d… ii.Lips configurations iii.Nose and cheeks movements iv.Tongue movements on lips
- 16. Gestures Cont’d… b) Earmovements, c) Waving hands, d) Turning head, e) Shoulders movements,
- 17. Gestures Cont’d… b) Waistexpressions, c) Legs movements, d) Touch (express an idea or feeling).
- 18. Non-verbal communication Cont’d… Eyemovements: rolling eyes (suggestions, rejection, acceptance, hostility, confidence, pain, boredom, satisfaction). •Influenced by culture, age,
- 19. Non-verbal communication Cont’d… •Establishescredibility • Americans prefers soft eye contact •Asians prefer very little eye contact in their culture
- 20. Non-verbal Communication cont’d… Touch: •Expression of emotions through touch (soft or rough?, hug, pat on the back…, slap on the face •Attention •Alert
- 21. Non-verbal Communication cont’d… Posture: Howsomeone usually stands or sits -Relationship & status -Emotional state e.g. relaxed, unsettled, depressed, etc.
- 22. Non-verbal communication Cont’d… Distance: Symbolizesa kind of social • Relationship (Closeness, intimacy) • Confidence • Worries • Respect or disobedience
- 23.
- 24. Non-verbal communication Cont’d… Appearance: •Occasion •Typeof occupation •Belief
- 25. Non-verbal communication Cont’d… •Psychology& attitude •Age •Gender •Identity •Status
- 26. Non-verbal communication Cont’d… Light: •Occasion •Permissionto go •Stop •Activity
- 27. Non-verbal communication Cont’d… Colours: •Occasion- Peace •Danger - Love •Authority - Life
- 28. Non-verbal communication Cont’d… Sounds: •Love- Authority •Anger - Danger •Need •Happiness or Sadness
- 29. Non-verbal communication Cont’d… Silence: •Concentration & deep thought • Like - Dislike • Frightened - Peace • Oder/directive - Event
- 30.
- 31. Non-verbal communication Cont’d… Time: •Anactivity - Event •Season - Arrangement •Promise - expectation
- 32. Advantages & disadvantagesof each of the two types of communication • Explain the advantages of verbal comm.? • Explain the disadvantages of verbal comm.? • Explain the advantages of non-verbal comm.? • Explain the disadvantages of non-verbal comm.?
- 33. COMMUNICATION PROCESS •Involves whosays what to whom through which means and what results under what circumstances.
- 34. Communication Process Cont’d… Elementsof Communication Process a) Sender In conveying the message (knowledge on the subject, audience and context)
- 35. Elements of CommunicationProcess b) Receiver In receiving the message (consider expectations, feelings, knowledge, exposure)
- 36. Elements of CommunicationProcess Cont’d… c) Message Both sender and receiver must consider: - message structure, -tone, - validity of the argument - content.
- 37. Elements of CommunicationProcess Cont’d… d) Channel i. Oral ( face-to-face, meetings, videoconferencing, telephone); ii. Written (letters, emails, memos, reports).
- 39. Elements of CommunicationProcess Cont’d… iii. Nonverbal (gestures, facial expressions, and body movements) •Consider the choice of the channel
- 40. Elements of CommunicationProcess Cont’d… e)Feedback • Reaction to the message • Helps to assess whether the message was understood
- 41. Elements of CommunicationProcess Cont’d… f) Context Surrounding environment or culture (i.e. corporate or international). g) Noise Hindrance or interference (Physical, psychological, semantic).
- 42. Communication Process Cont’d… Twomajor actions involved in Communication i. Encoding the message ii. Decoding the message
- 43. Communication Process Cont’d… Encoding: a)Ability to express orally or in a written form or by using signs so as to organize and send message.
- 44. Communication Process Cont’d… a)It involves production of: •Sounds •Letters • Words •Sentences Text - (language)
- 45. Communication Process Cont’d… Decoding: Abilityto recognize communication codes. •Understanding communication codes. •Processing the codes into a message for feedback.
- 46. Communication Process Cont’d… CommunicationCodes a) They form Systems of : •Signs - Symbols • Figures - Sounds • Series of Letters into Words (then into:
- 48. Communication Process Cont’d… b)Communication codes are used to represent / stand for: i. Objects & ii. Ideas iii. Sounds and meaning
- 49. Communication codes cont’d… iv.Identification or classification in sending or receiving information or message.
- 50. Communication Cycle Model Encodes SENDER Decodes Noise CommunicationChannels Face - to - face Online Video E-mail Telephone Letters & memos Speech Bulletins voice call Media Decodes RECEIVER Encodes Message FEEDBACK
- 51. FUNCTIONS OF COMM.SKILLS 1. Steer up the thinking ability and ideas sharing + information transmission skills. 2. Binds people together in social interrelationship.
- 52. FUNCTIONS OF COMM.SKILLS Cont’d… 3. Discussion of problems & solutions. 4. Giving and receiving instructions and orders.
- 53. FUNCTIONS OF COMM.SKILLS Cont’d… 3. Correspondence, telephone operating. 4. Preparing reports. 5. Giving speeches.
- 54. FUNCTIONS OF COMM.SKILLS Cont’d… 8. Informative function - about: •Adequate flow of information among employees. •Organized information for decision making & conflict resolution.
- 55. Functions Of Comm.Skills Cont’d… •Organizational changes – policies, profits or loss, security, salary etc. •Consumer information on products & services.
- 56. FUNCTIONS OF COMM.SKILLS Cont’d… 9. Regulative function •Rule of law and openness •To inform different situations of the organization
- 57.
- 58.
- 59. EFFECTIVE COMMUNICATION a) Meaning: Communicationthat fulfills the purpose for which it was initiated.
- 60. Effective Communication cont’d… b)Characteristics of effective comm. i. Use of concrete language: – Provides specific details – Emphasizes facts rather than feelings & guesses or impressions
- 61. Characteristics of EffectiveCommunication cont’d… ii. Provides practical information: Used to accomplish a given goal. Example: If you intend to import a car, •What details do you give the manufacturer?
- 62. Characteristics of EffectiveCommunication cont’d… iii. Combines verbal and non-verbal expressions •Use of spoken words and their meanings.
- 63. Verbal and non-verbalexpressions • Use of non-verbal communication (tone, facial expressions, gestures, & other human behaviours). • Use of written communication (layout, type & font size of letters, envelope, etc.)
- 64. Characteristics of EffectiveCommunication cont’d… iv. A two-way process •Sending of information •Feedback •Feed forward if necessary
- 65. Characteristics of EffectiveCommunication cont’d… v. Control Both the sender and receiver should have: • Enough skills in message transmission. • Control the content of the message.
- 66. Characteristics of EffectiveCommunication cont’d… vi. Dynamism •Change of one’s experience. •Change one’s sense of identity.
- 67. Characteristics of EffectiveCommunication cont’d… vii. Relevance •information transmission considers 3 elements: - from relevant topic, - place, & - right time.
- 68. Three points ofinformation transmission Cont’d… Example: Information on a company which is about to run bankrupt.
- 69. PRINCIPLES OF COMMUNICATION Theprinciples include: a) Know your audience for achieving credibility with them. b) Know your purpose.
- 70. Principles of CommunicationCont’d… d) Know your topic. e) Anticipate objections. f) Present a rounded picture of the content.
- 71. Principles of CommunicationCont’d… g)Follow through on what you say. h)Communicate a little at a time. i) Present information in several ways.
- 72. Principles of CommunicationCont’d… j) Develop applicable ways to get feedback. k)Use multiple communication techniques. (we remember best what we hear and see).
- 73. Principles of CommunicationCont’d… l) Consider environmental factors •Nature of the room, •Distractions,
- 74. Environmental factors Cont’d… •Sourcecredibility, •Appearance, •Language, •Layout etc.