Business Communication & Etiquettes Chapter 1 Communication in Workplace - PowerPoint Presentation

Business Communication & Etiquettes

Chapter 1Communication in Workplace

IntroductionCommunication = Latin Word ‘Communis’Communis = common Communcation = Creating common ground

Role of Communication in Businessextending interaction among people including globalization,use of more and more changed assets and processes in industry and business,increasing pressure on efficient utilization of resource because of higher consumption levels induced by growing population and rising aspirations of consumers, use of more complicated decision making processes, and accelerated pace of change in business that demands always increasing need for motivating people to get their cooperation.

Various levels of communicationCommunication with your directs: Do they understand the JD? A manager can misdirect, rather than direct if the employee does not realize their contribution.Listen to your team and ask questions of what is holding them back and what processes can be added or eliminated in order for them to perform.

Various levels of communicationCommunication with your Peers: Peers could be helpful through expertise if you share.Consider if you could be any added push for their assistance and success.This communication will assure you both have the information needed to improve yourselves and your teams.

Various levels of communicationCommunication with your Boss: Find the most effective communicative technique.written – spoken - direct - indirectBe proactive about status and problems.Else they will assume everything is fine.

Successful communication = successful businessBasis of planning Basis of decision making Creating coordination and cooperation Establishment of effective leadership Development of human relations Helpful in building image Helpful in achieving peace and effective control Leading to high morale and motivation Unseen infrastructure of an organization Helpful in delegation of authority.

Importance of CommunicationGood communication passes information along.Good communication makes good relationships.Good communication helps you get what you need. Good communication gives you self-esteem.Good communication helps you to think better.Good communication makes peaceful communities.

ListeningAn average employee spends 32.7 % time listening 25.8 % time speaking 22.6 % Writing. Top executives spend even more time listening than other employees.Improved work qualityBoosts productivityHelp employees update and revise the facts, skills and attitudes. Improves speaking ability

Good Listener X Bad ListernerTo Listen Effectively The Bad Listener The Good Listener Find area of interest Tunes out dry subjects Opportunists; asks,” what is in it for me?” Judge contents, not delivery Tunes out if delivery is poor Judges content; skips over delivery errors Hold your fire Tends to enter into arguments Doesn’t judge until comprehension is complete; interrupts only to clarify Listen for ideas Listens for facts Listens for central themes

Be Motivated to Listen Be Prepared to Listen Be Objective Be Alert to All Cues Make Good Use of the Thinking-Speaking Time Difference Use Feedback Practice Listening Use Verbal and Non-verbal Cues to Encourage the Speaker HOW TO BE A GOOD LISTENER

Speaker MustTry to EmpathiseAdjust Your DeliveryUtilize FeedbackBe ClearBe Interesting

Forms of CommunicationInternal Operational CommunicationExternal Operational CommunicationPersonal communication

Personal communication

Forms of Communication in DetailOne way Communication and Two way CommunicationVerbal Communication and Non-verbal Communication Formal Communication and Informal CommunicationInterpersonal Communication and Intrapersonal CommunicationGroup CommunicationPublic CommunicationMass Communication

Verbal and Non Verbal CommunicationThe Substitution RelationshipThe Complementing RelationshipThe Conflict RelationshipThe accenting Relationship

4 Principles of Interpersonal CommunicationInescapableIrreversibleComplicated – Interesting theory – at any given time in Interpersonal communication – there are 6 people involved: who you think you are; who you think the other person is; who you think the other person thinks you are; who the other person thinks/she is; who the other person thinks you are; and who the other person thinks you think s/he is.

Mass CommunicationAcademic study of the means to transmit the information to a large number of people at once.It is generally understood to relate to newspaper and magazine publishing, radio, television, and film, as they are used both for disseminating news and for advertising.

Formation and Sending of a Response

Steps in Communication Process

Message: It is information, written or spoken, which is to be sent from one person to another. Sender : The person who transmits, spreads, or communicates a message or operates an electronic device is the sender i.e., one who conceives and initiates the message. Encoding : The method by which a message is expressed is called encoding. Medium and Channel : The method or channel means by which a message is transmitted by a sender to a receiver called medium or channel. Receiver : The receiver of a communication is a person or a group or an organization that receives the message. Decoding : Decoding is a mental process by which the receiver draws meanings, from the words, symbols or pictures of the message. Feedback : Feedback is receiver’s response of the message. Feedback is the final link in the communication process. COMPONENTS OF COMMUNICATION

7 Cs OF CommunicationCOMPLETENESSAnswer all questions that are askedGive something extra when desirableCheck for five Ws & one H Who What When Where Why and How More likely to produce results Can do a better job of building goodwill Help avert any misunderstanding and hence time and resources.

7 Cs of CommunicationCONCISENESSEliminate wordy expressionsInclude only relevant statements Avoid unnecessary repetitions Saves time Provides short yet essential details. More appealing and comprehensible to the reader Non repetitive in nature.

7 Cs of CommunicationCONSIDERATIONFocus on YOU instead of I & WEShow reader benefit & interestEmphasize positive& pleasantApply integrity & ethics We Attitude – We are delighted to announce that we will be extending our hours to make shopping more convenient. You Attitude – You will be able to shop more with the extended hours.

7 Cs of CommunicationCLARITYChoose short , familiar & conversational wordsConstruct effective sentences and paragraphs by unity of idea and sequencingAchieve appropriate readability by using formal & informal languageInclude examples, illustrations & visual aidsEasy comprehension Enhances the message meaning of ideas and thoughts expressed. Use of exact and appropriate words. Stimulates action.

7 Cs of CommunicationCONCRETENESSUse specific facts and figuresPut action into verbsChoose vivid image building words by comparison & figurative languageUse more adjectives and adverbsUse active voice – where ever possible . Reinforces confidence Supported with specific facts and figures Clear words build reputation Positive effect on the reader

7 Cs of CommunicationCOURTESYBe sincere , tactful, thoughtful and appreciativeOmit expressions that hurt , irritate, or insultGrant apologies graciously Creates Goodwill Strengthens relationships Implies taking into considerations both views. Creates positivity Shows respect Is unbiased.

7 Cs of CommunicationCORRECTNESSUse the right level of languageCheck accuracy of facts, figures and words Maintain acceptable writing mechanicsChoose non discriminatory languageUse parallel language Builds confidence Exact, well-timed Precise and accurate Appropriate language

BARRIERS TO COMMUNICATIONNoise as a Barrier“Noise” is the disruption or hindrance in communication process anywhere along the way.Perceptual and Language DifferencesPerception is in general how each individual interprets the world around him. A same event may be taken differently by different individuals. Information Overload It is necessary to control this information flow else the information is likely to be misinterpreted or forgotten or overlooked. Inattention At times we just not listen, but only hear.

BARRIERS TO COMMUNICATIONEmotionsEmotional state at a peculiar point of time also affects communication.Complexity in Organizational StructureGreater the power structure in an organization (i.e. more the number of managerial levels), more are the chances of communication getting lost.Poor RetentionHuman memory cannot function outside a limit. One can’t always retain what is being told especially if he is not interested or not attentive. This leads to communication collapse .

CAUSES FOR MISCOMMUNICATIONOrganizational StructureLarge organizations in general have too many vertical communication links; as a result, message becomes distorted as they move through the various organizational levels.Difference in StatusWhen people belonging to different hierarchical positions communicate with each other, there is a possibility of miscommunication. Lack of TrustEstablishing credibility or building trust among subordinates or with colleagues is a difficult task.

CAUSES FOR MISCOMMUNICATIONIncorrect Choice of MediumChoosing an incompatible communication medium can distort the message and block the intended meaning.Closed Communication ClimateAn organization’s communication climate is determined by its management style. A direct, authoritarian style blocks free and open exchange of information that characterizes closed communication.

CAUSES FOR MISCOMMUNICATIONInformation OverloadToo much information is as bad as too little because it dilutes the audience’s ability to concentrate on the most important part of the message.Message ComplexityThere are two main reasons for any message to become complex in a business setting—one, the dry and hard nature of the message itself and the other, the difficulty in understanding it.Message CompetitionConstantly, most business messages compete for the full and undivided attention of their receivers. This may occur at two levels—intrapersonal and inter-personal.

CAUSES FOR MISCOMMUNICATIONUnethical CommunicationRelationship within and outside the organization depend on trust and fairness.Physical DistractionCommunication barriers are time and again physical: bad connections, poor acoustics, illegible copy, etc.

TO DIMINISH MISCOMMUNICATIONFollow these four simple steps:Regard seriously the recipients of your message. Make sure that the key people who have to receive the written or oral message are included.Think about how to send the message, i.e., should the mode be verbal or written.Follow up your verbal message with a written statement. At last, decide who can communicate with whom.

Chapter 2Communication SkillsVerbal and Non Verbal

Verbal CommunicationTransmitted verballyOr piece of writingObjective is to make the listener understandcommunication remember the acronym KISS (Keep It Short and Simple).people bring their own attitude, perception, emotions and thoughts about the topic and therefore creates barrier in delivering the right meaning.

Oral CommunicationAdvantagesImmediate FeedbackTime SavingEconomicalPersonal TouchFlexibilitySecrecyGroup Communication Effectiveness Disadvantages Poor Retention No Record Time Consuming Misunderstanding Lengthy Messages Lack of Responsibility Imprecise

Make Verbal Communication EffectiveClarityBrevityPrecisionRight WordsAvoid Hackneyed Phrases & ClichesUnderstand the ListenerNatural VoiceLogical SequenceConviction

Written CommunicationAdvantagesCan be edited and revised many timesprovides record enables receiver to fully understand it and send suitable feedback . Disadvantages doesn’t bring instant feedback. ‰‰takes more time in writing a message writing ability.

Non Verbal CommunicationThree Elements Appearance Body LanguageSounds Five Roles Repetition Contradiction Substitution Complementing Accenting

Types of Non Verbal CommunicationFacial ExpressionsBody Movements & PostureGesturesEye ContactTouchSpaceVoice

Chapter 3Organizational Communication

Organizational CommunicationRichmond and McCroskey (2009) - ‘the process by which individuals induce meaning in the minds of other individuals, by means of verbal and nonverbal messages in the circumstance of a formal organisation’.

Importance of Organizational CommunicationOrganisational communication helps us to:accomplish tasks relating to specific roles and responsibilitiesacclimatize to changescomplete tasks through the maintenance of policy, procedures, or regulations that support daily and continuous operations; develop relationships where coordinate , plan, and control the operations of the organisation through management. Directions of Communication Leading Rationalizing Problem – solving Conflict Management Gaining Compliance

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