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Final Presentation BUSINESS COMMUNICATION.ppt
- 1. 1 EFFECTIVE BUSINESS COMMUNICATION Two Day Workshopon Speaking Listening Writing Reading
- 2. 2 Communication Defined The exchangeof meanings between individuals through a common system of symbols. Encyclopedia Britannica An act or instance of transmitting (n) Communication is a process in which a person, through the use of signs (natural,universal) / symbols (by human convention) , verbally and / or non-verbally, consciously on unconsciously but intentionally,conveys meaning to another in order to affect change Anonymous
- 3. 3 Types of Communication •Verbal • Non-Verbal • Written • Electronic
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- 5. 5 7 C’s ofCommunication • Completeness • Conciseness • Consideration • Concreteness • Clarity • Courtesy • Correctness
- 6. 6 10 Commandments ofCommunication • Believe in what you say • Believe in the people to whom you speak • Live what you say • Know when to say it • Know how to say it • Know why to say it • Have fun saying it • Show it as you say it • Say it so people can own it • Say it so people will do it
- 7. 7 5 W’s andthe 6th Element • What • When • Which • Why • Where • How
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- 9. 9 Changes Affecting theWorkplace • Heightened global competition • Flattened management hierarchies • Expanded team-based management • Innovative communication technologies • New work environment • Increasingly diverse workforce • Success in the new workplace requires excellent communication skills
- 10. 10 The Communication Process BasicModel 1. Sender has idea 4. Receiver decodes messages 3. Message travels over channel 2. Sender encodes idea in message 5. Feedback travels to sender 6. Possible additional feedback to receiver
- 11. 11 Organizational Communication • Functions –Internal and External • Form – Oral and Written • Form – Channel selection dependent on • Message content • Need for immediate response • Audiences size and distance • Audience reaction • Need to show empathy, friendliness, and formality • Flow – Formal or Informal – Down, up, horizontal – grapevine
- 12. 12 Communication Flowing Through FormalChannels Downward • Management directives • Job plans • Company goals • Mission statements Horizontal • Task coordination • Information sharing • Problem solving • Conflict resolution Upward • Employee feedback • Progress reports • Reports of customer • interaction, feedback • Suggestions for • improvement • Anonymous hotline
- 13. 13 Communication Flowing Through FormalChannels Written • Executive memos, letters • Annual reports • Company newsletter • Reports of customer • Orientation manual Oral • Telephone • Face-to-face • conservation • Company meetings • Team meetings Electronic • E-mail • Voicemail • Intranet • Videotape • Videoconferencing
- 14. 14 Message Distortion Downward Communication ThroughFive Levels of Management Message Written by Board of Directors Received by Vice-President Received by General Manager Received by Plant Manager Received by Team Leader Received by worker Amount of message 100% 63% 56% 40% 30% 20%
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- 16. 16 • Environment • CulturalBackground • Pace – Slow/ Fast – Pause • Word Choice • Voice – Audibility – Stressed / Cheerful / Monotonous – Emphatic Oral/Verbal Communication
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- 19. 19 Ten Misconception About Listening Listeningis a matter of intelligence. • Fact. Careful listening is a learned behavior. • Speaking is a more important part of the communication process than listening. • Fact: Speaking and listening are equally important. • 3.Listening is easy and requires little energy. • Fact: Active listeners undergo the same physiological changes as a person jogging.
- 20. 20 Ten Misconception About Listening •4. Listening is an automatic reflex. – Fact : Listening is conscious, selective process. – Hearing is an involuntary act. • • 5. Speakers are able to command listening. – Fact :Speakers cannot make a person really listen. • • 6. Hearing ability determines listening ability. – Fact: Listening happens mentally- between the years
- 21. 21 Ten Misconception About Listening •8. Listening is only a matter of understanding a speaker's words – Fact :Non verbal signals also help listeners gain understanding. • 9. Daily practice eliminates the need for listening training. – Fact :Without effective listening training, most practice merely reinforces negative behavior. • 10.Competence in listening develops naturally. – Fact: Untrained people listen at only 25% efficiency
- 22. 22 Tips for betterlistening • Control internal and external distractions. • Become actively involved. • Identify important facts • Don’t interrupt • Ask clarifying questions • Paraphrase to increase understanding • Take advantage of lag time • Take notes to ensure retention
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- 24. 24 Nonverbal Communication Nonverbal communicationincludes all unwritten and unspoken both, intentional and unintentional
- 25. 25 Planning and participating inmeetings • Before the meeting • Consider alternatives. Is a meeting necessary? • Invite the right people. Include… – Those who have information. – Those who can make decision. – Those who must implement decision. • Distribute an agenda.
- 26. 26 Planning and participation inmeetings During the meeting • Start on time and introduce the agenda. • Appoint a secretary and recorder • Encourage balanced participation. • Confront conflict frankly. • Summarize points of consensus along the way
- 27. 27 Planning and Participationin Meetings Ending the meeting and follow up • Review meeting decisions • Distribute minutes of meeting • Remind people of action items
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- 29. 29 • Culture islearned. • Cultures are inherently logical. • Culture forms are self-identity and community. • Culture combines the visible and the invisible. • Culture is dynamic Characteristics Of Culture
- 30. 30 Selected Dimensions OfCulture Communication Style • High-context cultures rely on non-verbal cues and total picture to communicate • Meanings embedded at many social levels. • Low-context cultures emphasise words, straight forwardness, openness.People tend to be informal, impatient, literal.
- 31. 31 Selected Dimensions OfCulture Time Orientation • Unlimited and never-ending in some cultures. Relaxed to a time. • Precious to North Americans. Correlates with productivity, efficiency, and money
- 32. 32 High-Context and Low-contextCultures Japanese Arab Latin American Spanish English Italian French North American Scandinavian German Swiss Low High
- 33. 33 Improving Communication With MulticulturalAudiences Oral Messages • Learn Foreign phrases. • Use simple English. • Speak slowly and enunciate clearly. • Observe eye messages • Encourage accurate feedback • Chech frequently for comprehension.
- 34. 34 Oral Messages • Acceptblame. • Listen without interrupting. • Remember to smile! • Follow up in writing
- 35. 35 Written Messages • Adaptto local formats. • Use short sentences and short paragraphs. • Avoid ambiguous expressions. • Try for clarity. • Use correct grammar
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- 37. 37 Written Messages • Citenumbers carefully. • Accommodate reader and organisations, tone, and style
- 38. 38 Making Ethical DecisionsAcross Borders • Broaden your view of other cultures. • Avoid reflex judgements. • Find alternatives. • Refuse business if options violate your basic values. • Conduct all business openly. • Don’t rationalise shady decisions. • Resist lawful but unethical strategies
- 39. 39 Tips On CapitalisingOn Workforce Diversity • Seek training. • Understand the value of differences. • Don’t expect conformity. • Create zero tolerance for bias and stereotypes. • Learm about your cultural self. • Make fewer assumptions. • Build on similarities.
- 40. 40 Proverbs Reflect Culture Whatdo these proverbs tell us about this culture and its values? U.S .Proverbs • Waste not , want not. • He who holds the gold makes the rules. • If at first you don't succeed, try, try again. • The early bird gets the worm.
- 41. 41 Proverbs Reflect Culture ChineseProverbs Man who waits for roast duck to fly into mouth must wait very , very long time. Man who says it cannot be done should not interrupt man doing it.
- 42. 42 Other Proverbs No oneis either rich or poor who has not helped himself to be so. (German) Words do not make flour.(Italian) Wealth that comes in at the door unjustly, goes out at the window.(Egyptian)
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- 44. 44 • Bypassing • Limitedframe of reference • Lack of language skills • Lack of listening skills • Emotional interference • Physical distraction Barriers to Interpersonal Communication
- 45. 45 Understanding Shaped by •Communication climate • Context and setting • Background, experience • Knowledge, mood • Values, belief, culture
- 46. 46 Barriers That Blockthe Flow of Information in Organizations • Closed communication climate • Top-heavy organizational structure • Long lines of communication • Lack of trust between management and employees • Competition for power, status, rewards
- 47. 47 Additional Communication Barrier •Fear of reprisal for honest communication • Differing frames of reference among communicators • Lack of communication skills • Ego involvement • Turf wars
- 48. 48 In Center Harbor,Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts of “Hello Walter, Hello Walter.” A Classic Case of Miscommunication 1
- 49. 49 As his boatsailed closer, the crowd grew larger, still yelling, “Hello Walter, Hello Walter.” Pleased at the reception, Cronkite tipped his white captain’s hat, waved back, even took a bow. But before reaching dockside, Cronkite’s boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they’d been shouting: “Low water, low water.” 2
- 50. 50 Analysis of Communication Process Senderhas idea Warn boater Receiver decodes message “Hello Walter!” Channel carries message Message distorted Sender encodes message “Low water!”
- 51. 51 What barriers helpedcreate the miscommunication here? • Frame of reference • Receiver accustomed to acclaim and appreciative crowd. • Language skills • Maine accent makes “water” and “Walter” sound similar. • Listening skills • Receiver more accustomed to speaking than to listening. • Emotional interference • Ego prompted receiver to believe crowd was responding to his celebrity status. • Physical barriers • Noise from boat distance between senders and receivers. Which of these barriers could be overcome through improved communication skills?
- 52. 52 Overcoming Communication Barriers Realizethat communication is imperfect. Adapt the message to the receiver. Improve your language and listening skills Question your preconceptions. Plan for feedback.
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- 54. 54 AIDA A- Attract thereader’s favorable attention I- Arouse the reader’s interest D- Create desire and convince the reader A- Make clear the action the reader needs to take
- 55. 55 Business Writing is… •Purposeful: It solves problems and conveys information. • Economical: It is concise. • Reader-oriented: It focuses on the receiver, not the sender
- 56. 56 The 3x3 WritingProcess • Prewriting • Writing • Revising
- 57. 57 The Complete Process Prewriting Analyze Anticipate Adapt Writing Research Organize Compose Revising Revise Proofread Evaluate
- 58. 58 Prewriting Analyze: Define yourpurpose. Select the most appropriate form (channel). Select the most appropriate form (channel). Visualize the audience. Anticipate: Put yourself in the reader’s position and predict his or her reaction to this message. Adapt: Consider ways to shape the message to benefit the reader, using his or her language.
- 59. 59 Writing • Research: Collectdata formally and informally. Generate ideas by brainstorming and clustering. • • Organize : Group ideas into list or an outline. Select the direct or indirect strategy. • • Compose: Write first draft, preferably on a computer
- 60. 60 Revising • Revise: Revisefor clarity, tone, conciseness, and vigor. Revise to improve readability. • Proofread: Proofread to verify spelling grammar, punctuation, and format. Check for overall appearance. • Evaluate: Ask yourself whether the final product will achieve its purpose.
- 61. 61 The 3x3 WritingProcess • Phase 1: Prewriting – Analyzing, anticipating, adapting • Phase 2: Writing – Researching, organizing, composing • Phase 3: Revising – Revising, proofreading, evaluating
- 62. 62 Analyzing and Anticipating •Analyze the task • Identify the purpose. • Select the best channel • Importance of message? • Feedback required?. • Permanent record?
- 63. 63 Analyzing and Anticipating •Cost of channel? • Degree of formality? • Anticipate the audience • Primary receivers? • Secondary receivers? Cont’d
- 64. 64 Adapting to Taskand Audience • Spotlight receiver benefits (the warranty starts working for you immediately) • Cultivate the “You” view ( you will receive your order) • Use sensitive language avoiding gender, race, age, and disability biases ( office workers , not office girls) • Express thoughts positively ( you will be happy to, not you will be sorry that) • Use familiar words salary, not remuneration) • Use precise , vigorous words ( fax me not contact me)
- 65. 65 Sender-focused Receiver focused “Weare requiring allPlease complete these staffers to complete forms so that you will these forms in be eligible for health compliance with and dental benefits” company policy” The You Factor
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- 68. 68 Creating Effective Sentences •Recognizing phrases and clauses • Use short sentences • Emphasize important ideas • Use the active voice for most sentences • Use the passive voice to de-emphasize the performer and/or to be tactful • Avoid dangling and misplaced modifiers
- 69. 69 Recognizing Phrases andClauses • Clauses have subjects and verbs; phrases do not. • Independent clauses are complete; dependent clauses are not • Phrases and dependent clauses cannot function as sentences • Independent Clause: They were eating cold pizza • Dependent Clause: that they want to return for a refund • Phrase: to return for a refund
- 70. 70 Using Short Sentences SentenceLength Comprehensive Rate 8 words 100% 15 words 90% 19 words 80% 28 words 50% Source: American Press Institute
- 71. 71 Emphasizing Important Ideas •Position important idea at beginning of sentences • Make sure important idea is subject of sentence • Place main idea in short sentence
- 72. 72 Use Active Voicefor Most Sentences Active Voice: We lost money Active Voice: I sent the e-mail message yesterday (Subject is performer)
- 73. 73 Use Passive Voice toDe-emphasize the Performer and/or to be Tactful Passive voice: Money was lost (by us). Passive voice: The e-mail message was sent yesterday (by me). (Passive voice test: Ask “By whom?” If you fill in performer, verb is probably in passive voice.)
- 74. 74 Avoid Dangling Modifiers Danglingmodifier: To be hired, an application must be completed. Revision: To be hired, you must complete an application. To be hired, fill out an application (You is understood to be the subject)
- 75. 75 Avoid Misplaced Modifiers Misplacedmodifiers The patient was referred to a psychiatrist with a severe emotional problem. Revision The patient with a severe emotional problem was referred to the psychiatrist.
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- 77. 77 Drafting Effective Paragraphs •Discuss only one topic in each paragraph. • Arrange sentences in a strategic plan • Link ideas to build coherence • Use transitional expression for coherence
- 78. 78 Discussing Only Onetopic in each paragraph • Group similar ideas together • Start a new paragraph for each new topic
- 79. 79 Linking Ideas tobuild coherence • Sustain the key idea by repeating or rephrasing it. • Use a pronoun (… to fulfill our goals. These goals…) • Dovetail sentences. Connect the beginning of each new sentence with a word from the end of the previous sentence
- 80. 80 Using Transitional Expressionfor Coherence Recommended expression • Additionally • Also • As a result • For example • In other words • Therefore
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- 82. 82 Revising for Clarity,Conciseness, and Readability • Keep it simple • Keep it conversational • Remove opening fillers • Eliminate redundancies • Reduce compound prepositions • Purge empty words • Dump trite “business” phrases • Develop parallelism (balanced construction) • Apply graphic highlighting • Measure readability
- 83. 83 Keep it simple Avoidindirect, pompous language Poor: It would not be inadvisable for you to affix your signature at this point in time. Improved: You may sign now.
- 84. 84 Keep it conversational Formal OurAccounting Department takes this opportunity to inform you that we have credited your account for the aforementioned sum. Conversational: We have credited your account for RS. 1000.
- 85. 85 Removing opening fillers Wordy: Thereare four new menu items we must promote. Improved: We must promote four new menu items.
- 86. 86 Eliminate Redundancies • Collecttogether • Contributing factor • Personal opinion • Perfectly clear
- 87. 87 Reduce compound preposition Atsuch time, at which time when Due to the fact, in as much as because
- 88. 88 Purge empty words •As for the area of athletic shoes, the degree of profits sagged • This is to inform you that we have a toll free services line. • Not all students who are registered will attend.
- 89. 89 Purge empty words Asfor the area of athletic shoes, the degree of profits sagged This is to inform you that we have a toll free service line. Not all students who are registered will attend. registered
- 90. 90 Apply graphic highlighting •Letters, such as (a) and (b) within the text. • Numerals, like 1,2, and 3, listed vertically. • Bullets, like * • Headings and print options • CAPITAL LETTERS • Underscore • Boldface • Italics • Font size
- 91. 91 Measure readability Apply Gunning’sFog Index (Readability Test)
- 92. 92 What to watchfor, in proofreading • Spelling • Grammar • Punctuation • Names and numbers • Format
- 93. 93 Proofreading Documents For computermessages, read on the screen in WYS/WYG mode (what you see is what you get) or better, print a rough copy to read. For handwritten or printed messages, read carefully and use proofreading marks to indicate changes.
- 94. 94 • Print acopy, preferably double-spaced. • Set it aside for a breather • Allow adequate time for careful proofreading • Be prepared to find errors. Congratulate, not criticize, yourself each time you find an error. • Read the message at least twice – for meaning and for grammar/ mechanics • Reduce your reading speed. Focus on individual words How to Proofread Complex Documents
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- 96. 96 Characteristics of Successful E-MailMessages • Be concise • Answer all questions • Use proper Punctuation, Grammar and Spelling • Use Templates for frequently • Reply promptly • Use proper structure and layout • Avoid using high priority options
- 97. 97 Characteristics of Successful E-MailMessages • Do not use CAPS • Add disclaimer to your e-mails • Review before sending • Zip large files • Do not request delivery and read receipts • Do not use e-mail to discuss confidential matters • Always run Anti Virus before opening attached files
- 98. 98 The Six MostCommon Mistakes in Sending E-Mail • Address goofs • Lengthy messages or attachments • Misleading subject lines • Inappropriate content (such as delivering bad news) • Instant indiscretions (angry or thoughtless statements) • Reckless copying
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- 100. 100 Effective Phone Calls •Have an aim • Tailor your style • Limit social conversation • Give concise answers to questions • If you don’t know an answer, say so • At the end of a call, summarise the points made • Don’t talk to anyone else when on the phone
- 101. 101 Making Phone calls If’sand Don’ts • Don’t make a call very early or very late • Don’t harass people • If calls are administrative, delegate them • If you get an answering machine, ring off and ring back Take the initiative in making calls Ifs Don’ts
- 102. 102 Incoming Calls • Thephone should not ring more than 3 times before being answered • Everyone should have responsibility for answering phones • Don’t answer the phone while eating • Always ring back
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