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CHAPTER 1EFFECTIVE COMMUNICATIONS IN BUSINESS

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Topics

Importance and benefits of Importance and benefits of effective communicationeffective communication Components of communication Components of communication Challenges Of Communication In Challenges Of Communication In The Global Market The Global Market

Concepts and problems of Concepts and problems of communication communication Nonverbal communication Nonverbal communication

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WWhathat I Iss C Communication?ommunication?

““COMMUNICATICOMMUNICATION means ON means sharing of sharing of ideas between ideas between two or more two or more people people providing the providing the satisfaction to satisfaction to each in each in common“common“

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WWhathat I Iss B Business?usiness?

“ “BUSSINESS is BUSSINESS is the activity of the activity of making, buying, making, buying, selling or selling or supplying of supplying of goods and goods and services for services for money.money.”

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WWhathat Is B Is Businessusiness C Communication?ommunication?

Business communication is the communication required in order to make business deals.

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WWhathat I Iss E Effectiveffective C Communication?ommunication?Effective communication is the act of influencing and inducing others to act in the manner intended by the speaker or writer.

Video\Effective Communication.flv

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IMPORTANCE AND BENEFITS OF

EFFECTIVE COMMUNICATION

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ANCIENT HERITAGE FOR

COMMUNICATION PRINCIPLES

The Ancient world, both East and west, depended highly on the oral communication. For example, in ancient Rome and Greece, it was necessary to communicate well on one’s feet when dealing with matters in governments assembles and the Law court.

Video\ancient heritage of communication principles.MPG

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LIFE BLOOD OF EVERY

ORGANIZATION• An Organization…• Communication

(interact and react) • They exchange the

information, ideas, plans, rules, proposals, contracts, and agreements.

Video\Life Blood of Organization.flv

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LIFE BLOOD OF EVERY

ORGANIZATION.INTERNAL

ORGANIZATION

COMMUNICATION

SYSTEM.Communication integrates the managerial function.

1-planning 2-organizing 3-staffing 4-leading 5-controlling

EXTERNAL

ORGANIZATION

COMMUNICATION

SYSTEM.Communication relates an enterprise to its external environment.

1-customer 2-supplier 3-stockholders 4-governments 5-community

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COMMUNICATION ACTIVITIES IN

A BUSINESS DAY10%Time spent in writing.15% in reading.35% in speaking.40% in listening.

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A VALUABLE JOB REQUIREMENT

BENEFITS OF EFFECTIVE COMMUNICATION

IN YOUR CAREER

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WWalkalk i inn I Interviewsnterviews

If you are Fresh graduate with 3 GPA.If you are Fresh graduate with 3 GPA.

If you are Energetic, Self motivated, dynamic,self starter .If you are Energetic, Self motivated, dynamic,self starter .

If you have good If you have good communication skillscommunication skills..

If you are below 25 years of age, then you are the Marketing Personnel WE ARE LOOKING FOR

Rush to Marriot Hotel Room no 6

Dated 15-12-2007 time 9:00am

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WWEE WWANT ANT YYOUOU

f you are MBA with 5 years experience.f you are MBA with 5 years experience.

If you can prepare budgets,budgetary and sales If you can prepare budgets,budgetary and sales reports, and make financial analysis.reports, and make financial analysis.

If you are dynamic,self starter, pushing, enterprising and If you are dynamic,self starter, pushing, enterprising and energetic.energetic.

If you have good If you have good communication skillscommunication skills..

If you are below 30 years of age, then you are the financial analyst WE ARE LOOKING FOR.

APPLY DIRECTOR PERSONNEL,Care

Dawn,box#716,Karachi,Latest by December 11,2007.

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COMMUNICATION SKILLSAbility to communicate with all levels of management.Must have good writing skills.Able to prepare special analysis,research reports and proposals.Ability to communicate ideas.Able to maintain good customer relationshipsNeed skills in gathering,analyzing and interpreting data and in writing analytical reports.

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AN ESSENTIAL FOR PROMOTION

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Communication is Essential For Promotion

Capacity for hard work

Ability to work with and through people

Good appearance Self confidence

College education Ambition-drive

Ability to communicate

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COMPONENTS OF COMMUNICATION

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COMPONENTS OF COMMUNICATION

ContextSender-encoderMessageMedium

Inside Your OrganizationOutside Your Organization

Receiver-decoderFeedback

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SENDER

MESSAGE

RECEIVER

FEEDBACK

MEDIUMVerbal,nonverbal

CONTEXT

stimuli

A COMMUNICATION MODEL

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Challenges Of Communication

IN The Global Market

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Developing The Right Attitude

• “ To the customer, You are the Company.”

• Your Attitude when dealing with customers, clients, and the public reflect on the company you represent.

• Special & important communication can make millions of dollars.

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PPreparingreparing AAdequatelydequatelyMost people can learn to communicate

effectively for business if they are willing to devote whatever effort is necessary to prepare themselves adequately by:•Careful, sound judgment when choosing ideas and facts for each message•Patience and understanding.•Integrity•Reasonable Facility with English Language•Knowledge of cultural conventions of your audience

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BBecomingecoming fflexiblelexible

• Many companies offer seminars or other kinds of classes in handling diversity issues in the workplace.

• Today’s managers & workers need to be flexible in the way that deal with others; problems can be avoided by keeping an open mind & being willing to make extra efforts in communication.

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"DON'T LET SOMEONE BECOME A PRIORITY IN

YOUR LIFE...

WHEN YOU ARE JUST AN OPTION FOR

THEM....."

"DON'T LET SOMEONE BECOME A PRIORITY IN

YOUR LIFE...

WHEN YOU ARE JUST AN OPTION FOR

THEM....."

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"NEVER CRY FOR ANY RELATION IN LIFE "NEVER CRY FOR ANY RELATION IN LIFE

BECAUSE FOR THE ONE WHOM YOU CRY   BECAUSE FOR THE ONE WHOM YOU CRY  

DOES NOT DESERVE YOUR TEARSDOES NOT DESERVE YOUR TEARS

AND THE ONE WHO DESERVESAND THE ONE WHO DESERVES

WILL NEVER LET YOU CRY........." WILL NEVER LET YOU CRY........."

"NEVER CRY FOR ANY RELATION IN LIFE "NEVER CRY FOR ANY RELATION IN LIFE

BECAUSE FOR THE ONE WHOM YOU CRY   BECAUSE FOR THE ONE WHOM YOU CRY  

DOES NOT DESERVE YOUR TEARSDOES NOT DESERVE YOUR TEARS

AND THE ONE WHO DESERVESAND THE ONE WHO DESERVES

WILL NEVER LET YOU CRY........." WILL NEVER LET YOU CRY........."

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TREAT EVERYONE WITH POLITENESS

EVEN THOSE WHO ARE RUDE TO YOU,

NOT BECAUSE THEY ARE NOT NICE

BUT BECAUSE YOU ARE NICE........

TREAT EVERYONE WITH POLITENESS

EVEN THOSE WHO ARE RUDE TO YOU,

NOT BECAUSE THEY ARE NOT NICE

BUT BECAUSE YOU ARE NICE........

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RATHER SEARCH IT IN YOURSELF

YOU WILL FEEL HAPPY EVEN IF YOU ARE LEFT ALONE.......

RATHER SEARCH IT IN YOURSELF

YOU WILL FEEL HAPPY EVEN IF YOU ARE LEFT ALONE.......

NEVER SEARCH YOUR HAPPINESS IN OTHERS

WHICH WILL MAKE YOU FEEL ALONE,

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HAPPINESS ALWAYS LOOKS SMALL

WHEN WE HOLD IT IN OUR HANDS.

BUT WHEN WE LEARN TO SHARE IT,

WE REALIZE HOW BIG AND PRECIOUS IT IS! .....

HAPPINESS ALWAYS LOOKS SMALL

WHEN WE HOLD IT IN OUR HANDS.

BUT WHEN WE LEARN TO SHARE IT,

WE REALIZE HOW BIG AND PRECIOUS IT IS! .....

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CONCEPTS AND PROBLEMS

OF COMMUNICATION.Video\COMMUNICATION PROBLEM!!! .flv

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CONVENTIONSONVENTIONS OFF MEANINGSEANINGS

A fundamental principle of communication is that the symbols the sender uses to communicate message must have essentially the same meaning in both the sender’s and receiver’s mind.

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COMMUNICATION PROBLEM IN CONVENTIONS OF MEANINGS

• Miscommunicated Instructions

Miscommunication occurs when the sender and receiver have different meanings for the symbols used.

Video\Convention Of meaning.MPG

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PERCEPTION ERCEPTION OF F REALITYEALITY

• Complex, infinite, and continuously changing, the material world provides a special reality to each individual.

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COMMUNICATIONOMMUNICATION PROBLEMROBLEM Inn PERCEPTION ERCEPTION OF F REALITYEALITY

• Abstractingwhen we select some facts and omit

others, you are Abstracting.

• InferringInferences are conclusion drawn from

evidence.

• Risk of InferringWe must realize that inferences may

be incorrect or unreliable & anticipate the risks before acting on them.

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VALUE, ALUE, ATTITUDES TTITUDES AND ND OPINIONSPINIONS

• A receiver’s attitude toward a message can determine whether it is accepted, rejected, distorted or avoided.

• People react favorably when the message the receive agree with their mental filters.

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Communication ommunication Problem roblem Involvingnvolving VALUE, ALUE,

ATTITUDES TTITUDES AND ND OPINIONSPINIONS

• Favorable or Unfavorable Information

• Inadequate or Incorrect Information

• Closed Mind• Sender’s Credibility• Other Circumstances Affecting

Attitude, Opinions & Response.

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NONVERBAL COMMUNICATIONVideo\Nonverbal communication.MPG

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•Effect on written messages

The format, neatness, and language of written message sends a nonverbal message to the reader.

•Effect on Oral MessageWhen you are speaking to one person face to face, Personal Appearance and Appearance of your surrounding convey nonverbal message.

HOW APPEARANCE COMMUNICATES

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• Personal AppearancePersonal AppearanceClothing, hairstyle, neatness, jewelry, cosmetics, posture & status

• Appearance Of Appearance Of SurroundingsSurroundingsRoom size, location, furnishings, machines, architecture, wall decoration, lighting and the other related features wherever people communicate.

HOW APPEARANCE COMMUNICATES

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HOW BODY LANGUAGE

COMMUNICATES

1.Facial Expressions

The eyes and face are especially helpful means of communicating nonverbally.

2.Gesture,Posture & MovementsPosture, Gestures & Body Movements convey message & add to or subtract your oral message.Video\Facial Communication .flv

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HOW BODY LANGUAGE

COMMUNICATES

3.Voice And Sounds– Paralanguage – Sound of the

voice– The pitch, rate and volume

make you sound more expressive

– To develop an effective speaking voice…• use effective pitch•Speak with a correct rate

and slowly enough so you can be understood

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HOW SILENCE, TIME,AND

SPACE COMMUNICATE

•SILENCE

•TIME

•SPACE

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A young lady was waiting for her flight in the boarding room of a big airport.

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As she would need to wait many hours, she decided to buy a book to spend her time. She also bought a packet of cookies.

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She sat down in an armchair, in the VIP room of the airport, to rest and read in peace.

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Beside the armchair where the packet of cookies lay, a man sat down in the next seat, opened his magazine and started reading.

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When she took out the first cookie, the man

took one also. She felt irritated but

said nothing. She just thought:

“What a nerve! If I was in the mood I would

punch him for daring!”

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For each cookie she took, the man took one too.

This was infuriating her but she didn’t want to cause a scene.

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When only one cookie remained, she thought: “ah... What this abusive man do now?”

Then, the man, taking the last cookie, divided it into half, giving her one half.

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Ah! That was too much!

She was much too angry now!

In a huff, she took her book, her things and stormed to the boarding place.

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When she sat down in her seat, inside the plane, she looked into her purse to take her eyeglasses, and, to her surprise, her packet of cookies was there, untouched, unopened!

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She felt so ashamed!!

She realized that she was

wrong...

She had forgotten that her cookies

were kept in her purse.

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The man had divided his cookies with her, without feeling angered or bitter.

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...while she had been very angry, thinking that she was dividing her

cookies with him.

And now there was no chance to

explain herself...nor to

apologize.”

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There are 4 things that you cannot recover.

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The stone...

...after the throw!

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The word...

...after it’s said!

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The occasion...

... after the loss!

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The time...

...after it’s gone!

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Question & Answer

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