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- 1. Business Communication Skillsfor Managers Edited by Hemanth Website: https://www.hemanthtrend.in M
- 2. Why learn toeffectively communicate in business?
- 3. Effective Communication inBusiness
- 4. Learning Outcomes: EffectiveCommunication in Business 1.1 Discuss the importance of effective communication in business • Discuss how effective communication improves you as an employee • Identify characteristics of your audience in business communication • Discuss the process of the social communication model • Identify key features of effective writing in business • Discuss the overlap between professional and personal communication
- 5. Effective Communication: OUR4 C’s When business professionals make contributions to the uncovering and understanding the communication process, you should strive to be the following: • Objective • Understanding of Audience Knowledge • Relevant • Clear • Concise • Consistent • Complete These are the seven pillars of business communication.
- 6. Read the captionson this image. What do you think went wrong with this project? Why?
- 7. The Business Audience Whyis it important to understand primary and secondary audiences? What are the differences between them? Reminder: Primary audience • the audience that your communication is intended for Secondary audience • the group of people that aren’t real stakeholders in your communication
- 8.
- 9. Writing in Business Relyon seven principles of business communication • clear • concise • objective • consistent • complete • relevant • considerate of audience knowledge Personal vs. Professional communication • What is the level of formality between the communicator and the intended audience?
- 10. Activity #1 If youhad to write a communication to your team about a system outage that you rely on to complete work as an organization, what seven principles would make your message effective? In a small group, what would you do to resolve this technical issues
- 11.
- 12. Learning Outcomes: Methodsof Communication 1.2 Differentiate between different methods of communication 1.2.1 Discuss the importance of listening 1.2.2 Discuss verbal communication and its role in business 1.2.3 Discuss nonverbal communication and its role in business
- 13. Five Keys SkillsFor Active Listening
- 14. Practice Question 1 Anassociate is sharing a story of how the CEO has pushed back for additional information before a decision can be made on a capital purchase. What is the most appropriate response if you are practicing being an active listener?
- 15. Verbal and NonverbalCommunication Spoken Communication • Less Formal • Synchronous • Build a sense of trust Written Communication • More Formal • Asynchronous • More impersonal
- 16. Verbal Communication What arethe benefits of spoken communication? • easier to understand • allows chances for feedback • may be emotional • allows for input • creates relationships and bonds to listeners • creates a higher degree of certainty
- 17. Nonverbal Communication Here aresome types of nonverbal communication and the effects they can have on the success of your communication: • Facial expressions • Gestures • Proximity • Touch • Eye contact • Appearance
- 18. Ethics in BusinessCommunication
- 19. Learning Outcomes: Ethicsin Business Communication 1.3 Discuss the importance of ethical communication 1.3.1 Identify key guidelines for ethical business communication 1.3.2 Describe how to communicate ethically online
- 20. Guidelines for EthicalCommunication Follow the seven principles with your communication: Clear Concise Objective Consistent Complete Relevant Understanding of Audience Knowledge
- 21. Guidelines for EthicalCommunication I am honest—my actions bring respect for and trust in the communication profession. I communicate accurate information and promptly correct any errors. I obey laws and public policies; if I violate any law or public policy, I act promptly to correct the situation. I protect confidential information while acting within the law. I support the ideals of free speech, freedom of assembly, and access to an open marketplace of ideas. I am sensitive to others’ cultural values and beliefs.
- 22. Guidelines for EthicalCommunication (Continued) I give credit to others for their work and cite my sources. I do not use confidential information for personal benefit. I do not represent conflicting or competing interests without full disclosure and the written consent of those involved. I do not accept undisclosed gifts or payments for professional services from anyone other than a client or employer. I do not guarantee results that are beyond my power to deliver.
- 23. Practice Question 2 Asa communicator, you are nearly assured of composing an ethical communication if you a) stick to the seven principles of communication b) use tricky language that your audience might not understand c) give credit to your sources
- 24. Principles of EthicalDecision Making Some common principles: • Legal and regulatory requirements • Long-term self-interest • Personal virtue • Utilitarianism • Individual rights • Distributive justice • Religious injunction
- 25. Being Ethical Online Whenposting create factual information and ensure confidentiality When using materials, be sure to check the integrity of the source and the copyright
- 26.
- 27. Learning Outcomes: StayingConnected 1.4 Discuss the importance of staying connected with colleagues, other professionals, and customers in the digital age 1.4.1 Discuss the importance of staying connected with colleagues and other professionals in the digital age 1.4.2 Discuss the importance of staying connected with customers in the digital age
- 28. Staying Connected: Colleagues Listdocument and work sharing tools Describe private messaging and “chat” tools Share ideas of quality video communication
- 29. Staying Connected: Customers Digitalcommunication tools can provide those avenues, but they also need to facilitate various methods of communication and complete the social communication model’s circuit if they’re going to be effective. Here are some tools: Project and document sharing tools Websites Blogging and Social Media Private message and “chat” tools Video chat
- 30. Quick Review • Whatare some ways that you can evaluate conversations using the seven principles of business communication? • How would you describe the features of the Social Communication Model? • What are the positive and negative consequences of verbal communication? • What are the positive and negative consequences of nonverbal communication? • Why is ethical communication? • What are some ways that you can stay connected with coworkers and customers?
Editor's Notes
- #2 We start every module with a “Why It Matters” question to introduce students to what they will learn about in this module. Other Guiding Questions: Why does this course matter to you as a teacher? What do you hope students will remember about this course? Are there specific goals that your institution has created for students who take this course? Cite specific learning outcomes or examples that are important to you. Waymaker Tip: Once students are active in your course, you can view students’ quiz histories and act on recommendations to reach out to struggling students. To set up your Faculty Tools: Go to the “Faculty Resources” module. Click on the “Waymaker Faculty Tools” link.
- #5 This module will talk about the benefits of effective business communication and how, using the principles above, you can improve your communication skills and be more successful in business.
- #6 We don’t have a lot of information here, but you can discuss the various phases of the construction of the tree swing and how it went wrong based on what the customer wanted. You may want to student to write their thoughts for a few minutes before you ask them to discuss their ideas. In the module, we discuss how to improve the process: Meet with project sponsor Specify project request Clarify design, production, installation Listen, reinforce, and repeat Image: Becoming a Better Employee. Authored by: Freedom Learning Group. Provided by: Lumen Learning. License: CC BY: Attribution
- #7 You will communicate more effectively if you understand your audience and the depth of knowledge they bring with them to the communication event. Highlight the following: Managing information: When you consider the information you should be communicating, you need to consider the needs of your primary audience first. The information they require to do their work is your first concern. Any information that would be important to a secondary audience should be relegated to a less prominent area of the report. Managing language: A key factor in communicating effectively is the assessment of the knowledge that your intended audience brings to the table. If your primary audience is a bunch of school kids and your challenge is to explain key economic factors in the 1929 stock market collapse, your language will be much different than if you explain it to a group of historians. Choose the correct language to communicate. Managing the depth of your topic: The human resources team might want to dig into a turnover report in great detail and, if they’re your primary audience, it’s your job to communicate that information to them. On the other hand, the CEO may just want to know what the annualized rate is. “Are people staying or are they leaving?” he will ask. Sometimes a simple, “Staying,” is all he needs to know.
- #8 Social Communication Model is a linear process If recipient misunderstands, repeat message, ask clarifying questions When the communication is only linear, extending from sender to recipient, you’re talking at your audience. The minute there’s feedback from the audience, like with the social communication model, you’re talking with your audience. Talking with an audience ensures a better level of understanding. Image: The Business Audience. Authored by: Freedom Learning Group. Provided by: Lumen Learning. License: CC BY: Attribution
- #9 7 principles: clear, concise, objective, consistent, complete, relevant, considerate of audience knowledge Professional - more of an effort to appeal, avoid political beliefs Personal - relaxed language You may also suggest that students complete the practice questions on this page about these concepts: https://courses.lumenlearning.com/wm-businesscommunicationmgrs/chapter/writing-in-business/
- #10 You might want to be more specific with this example by choosing a company and a scenario. You may also want to show students the case study that is available in the course as an example of the goal for this activity: https://courses.lumenlearning.com/wm-businesscommunicationmgrs/chapter/writing-in-business/ Encourage students to share their work with other groups. Image: Vintage telephone. Authored by: Alexander Andrews. Provided by: Unsplash. Located at: https://unsplash.com/photos/HgUDpaGPTEA. License: CC0: No Rights Reserved
- #13 Pay close attention and paraphrase to ensure understanding: If you can step into the conversation by saying, “So let me see if I understand this correctly. What you’re saying is….” then you’re listening hard enough. If you’re saying, “Uh-huh, uh-huh,” but not really recapping a set of statements, then try listening a little harder. Ask open ended questions: These questions can encourage the speaker to elaborate on a point, rather than forcing them to say yes or no. This elaboration can also help you understand better what the speaker is trying to communicate. Give good body cues: Make eye contact, lean in while the speaker is talking, and don’t let your gaze drift away. If you’re leaning back in a chair reading what’s on your computer monitor, the speaker isn’t going to feel like you’re paying attention even if you are. You can also use body cues to reflect the speaker’s emotions—you don’t have to laugh or cry along, but you can indicate a level of understanding with a facial expression or a nod. Minimize distractions: Turn off your radio or push your monitor in another direction in order to pay closer attention to what your guest has to say. When someone is talking to you, do your best to minimize anything that could steal your attention away from the conversation. Keep yourself out of the conversation: Avoid sharing how you handled a similar issue, unless you’re specifically asked for advice. Keep an open mind about the subject matter, even if you don’t agree. If someone is complaining about your previous behavior or choices, wait until he or she is done before you launch into a defense. Better yet, don’t launch into a defense. Instead, ask clarifying questions and make sure that you totally understand the other person’s point of view before crafting your response. Image: Five key skills for active listening. Authored by: Freedom Learning Group. Provided by: Lumen Learning. License: CC BY: Attribution
- #14 You can either use this practice as a discussion or you can refer students to the practice question on this page: https://courses.lumenlearning.com/wm-businesscommunicationmgrs/chapter/listening/ You may also want to cover these additional techniques: Help your audience by paraphrasing: If no one in your audience is being kind enough to break in to clarify his understanding of your point, then do it for them! Pause mid-point and say, “Let me stop here for a moment. Am I being clear about what I’m trying to say? Is there anything up to this point that you’d like me to go over again?” By posing these questions, you’re encouraging your audience to participate in active listening. Minimize things that could be distracting during your conversation: Don’t be afraid to ask your audience to turn off the television for a moment while you make an important point. Keep your audience out of the conversation: In much the same way you kept yourself out of the conversation when someone else was talking, don’t invite them to share their own personal stories. It distracts from the point you’re trying to make.
- #15 Formal versus Informal: We generally use spoken communication informally while we use written communication formally. Synchronous versus Asynchronous: Synchronous communication is communication that takes place in real time, such as a conversation with a friend. In contrast, asynchronous communication is communication that is not immediate and occurs over longer periods of time, such as letters, email, or even text messages. Recorded versus Unrecorded: Written communication is generally archived and recorded for later retrieval while spoken communication is generally not recorded.
- #17 Here are some types of nonverbal communication and the effects they can have on the success of your communication: Facial expressions: Your teenage cousin we referred to at the beginning of this section might have told you he was happy, but his apathetic facial expression may have communicated different information. Facial expressions—happy, sad, angry—help you convey your message. Be aware of your facial expression when you talk and particularly when you listen, which is when it’s easy to forget. Gestures: When you speak, a gesture can make your message stronger. Pointing out something you want your listener to look at more closely is an example of nonverbal communication that makes your message understood. Motioning warmly toward a coworker who deserves special recognition, making a fist to show frustration or anger, such gestures help further engage your audience when you speak. Proximity: How close you are to your audience when you speak sends a nonverbal message. If your size is imposing and you leave a very small distance between you and your listener, it’s likely your nonverbal communication will be a bit threatening. On the other hand, giving someone too much space is an awkward nonverbal communication that might confuse your listener. Touch: Shaking an audience member’s hand, putting your hand on his shoulder: these are nonverbal cues that can affect the success of your message. Touch communicates affection, but it also communicates power. In fact, when women touch a listener, it’s often assumed that they’re being affectionate or conveying empathy, but when a man touches a listener, it can be taken as a sign of communicating power or even dominance. Eye contact: Making and maintaining eye contact with an audience when you’re verbally communicating or listening communicates to the other party that you’re interested and engaged in the conversation. Good eye contact often conveys the trait of honesty to the other party. Appearance: Your clothing, hair, and jewelry are also a part of nonverbal communication. If you put a dachshund pin on your lapel each morning (because you have a pet dachshund), that says something about you as a person. Similarly, the quality and condition of your clothing, how it fits, if it's appropriate for the season—all of these things speak nonverbally about you as a communicator.
- #20 In reality, if you adhere to the seven principles, you will communicate ethically. For instance, if you craft a message that is not clear and concise, and you use tricky language that manipulates your consideration for your audience’s knowledge, then you are not being ethical. If you’re not being objective, and you are trying to communicate your opinion (or the opinion of others) as fact, then you are not being ethical. If you purposely do not disclose complete information, then you are not being ethical. Image: Doors. Authored by: qimono. Located at: https://pixabay.com/en/doors-choices-choose-open-decision-1767564/. License: CC0: No Rights Reserved
- #21 You may also want to discuss the two examples about Daily World Update and General Motors on this page: https://courses.lumenlearning.com/wm-businesscommunicationmgrs/chapter/guidelines-for-ethical-communication/
- #23 Answer: a Students may pick C, so be sure to highlight that you can give the proper citation to a source that may itself be incorrect or unethical. The answer C is part of being ethical, but it doesn’t ensure that the entire communication follows ethical protocol.
- #24 Video: https://youtu.be/IwK-CshmH7M (Captions and transcript available on YouTube)
- #25 Encourage students to do the practice question on this page: https://courses.lumenlearning.com/wm-businesscommunicationmgrs/chapter/being-ethical-online/ When posting be sure to develop trust with audience. Don’t use questionable information. Remember the line between personal and professional posting Materials--be sure fact check information and use citations Internet for All. Authored by: World Economic Forum. Located at: https://www.weforum.org/projects/internet-for-all. License: CC0: No Rights Reserved Image:
- #28 Notes: Work tools (upload photos, links, create lists, etc.) Private messaging (tone isn’t easily communicated but still effective) Video communication (verbal and nonverbal, more feedback) Authored by: typographyimages. Located at: https://pixabay.com/en/message-messaging-texts-1919881/ . License: CC0: No Rights Reserved
- #29 Notes: Social media can be more one-sided Private messaging - nonverbal Video chat- similar to face-to-face Encourage your students to share their experiences with these platforms. You can reference more ideas on this page: https://courses.lumenlearning.com/wm-businesscommunicationmgrs/chapter/staying-connected/
- #30 All of the answers are in this deck! Do you have ideas about how we can improve this deck? We’d love to hear from you. Send your feedback to support@lumenlearning.com