ExplanationExplanation

Communication skills required in all areas of Communication skills required in all areas of Life and BusinessLife and Business

Communication – top personal character for Communication – top personal character for promotion promotion

Ancient Heritage for Ancient Heritage for Communication PrinciplesCommunication Principles

Western principles of oral communication Western principles of oral communication

developed in ancient Greece and Rome, then developed in ancient Greece and Rome, then

in Medieval and Renaissance periods. in Medieval and Renaissance periods.

Written communication originated in Written communication originated in

Chinese bureaucrat tradition. Chinese bureaucrat tradition.

Lifeblood of Every OrganizationLifeblood of Every Organization Whatsoever organizations is?Whatsoever organizations is?

Internal CommunicationInternal Communication Downward Communication – clear job Downward Communication – clear job

direction, organizational strategy, products direction, organizational strategy, products and controversial issues, employee benefits. and controversial issues, employee benefits.

Upward Communication – new management Upward Communication – new management styles seek frank comments styles seek frank comments

Horizontal Horizontal Global Competition Global Competition

External CommunicationExternal Communication For customers, share holders & Govt. & For customers, share holders & Govt. &

competitors through annual reports, competitors through annual reports, pamphlets, realizes to comments and pamphlets, realizes to comments and criticisms from outside. criticisms from outside.

Overall Communication CostsOverall Communication Costs

29 – 50% of time to spent on writing 29 – 50% of time to spent on writing

In MNCs – consensus, Memos, reports, In MNCs – consensus, Memos, reports,

employee, manuals, bulletins and news employee, manuals, bulletins and news

letters are routine practice. letters are routine practice.

Managers 49.4% of time in writing Managers 49.4% of time in writing

Technical workers 40.7%Technical workers 40.7%

Clerical staff 51.6%Clerical staff 51.6%

Benefits in CareerBenefits in Career A research showed in 340 jobs in 30 fields required A research showed in 340 jobs in 30 fields required

communication skills as a basic requirement. communication skills as a basic requirement. American senators have around 60 people for this work on American senators have around 60 people for this work on

different fronts. different fronts.

Job TitleJob Title Communication SkillsCommunication Skills

Finance Finance AssociateAssociate

Must be able to communicate clearly to clients Must be able to communicate clearly to clients and other finance professionalsand other finance professionals

Fiscal OfficerFiscal Officer Superior writing and presentation skills Superior writing and presentation skills

Product Product ManagerManager

Develop and communicate product objectives and Develop and communicate product objectives and strategiesstrategies

Senior sales Senior sales representative representative

Excellent communication and follow-up skills; Excellent communication and follow-up skills; ability to write proposals and quotationsability to write proposals and quotations

Contract Contract administratoradministrator

General knowledge of proposal preparation: good General knowledge of proposal preparation: good oral/written communication skillsoral/written communication skills

An Essential for PromotionAn Essential for Promotion

Ability to communicate

Ambition - drive

College education

Sound decision-making skills

Self-confidence

Good appearance

Ability to get things done with and through people

Capacity for hard work

Challenges of Communication in Challenges of Communication in the Global Marketthe Global Market

Developing the right attitudeDeveloping the right attitude

““To the customer you are the To the customer you are the

company”company”

e.g. personalized answer to customer who e.g. personalized answer to customer who

have lost policy give him personalized have lost policy give him personalized

viewpoint. viewpoint.

Preparing Adequately needs following:-Preparing Adequately needs following:- Careful JudgmentCareful Judgment Patience even to insulting personsPatience even to insulting persons Integrity with valid code of ethics Integrity with valid code of ethics Applied knowledge of communication Applied knowledge of communication Knowledge of cultural convention of Knowledge of cultural convention of

audience audience Becoming FlexibleBecoming Flexible

Changing demographics – changes in Changing demographics – changes in

management styles management styles Within organization and diversity in Within organization and diversity in

customers customers

Components of CommunicationComponents of Communication

Context Sender-Encoder Message Medium Receiver-Decoder Feedback

Context – includes country, culture, Context – includes country, culture, organization, external and internal stimulus organization, external and internal stimulus Different for every organization Different for every organization External stimuli?External stimuli? Internal stimuli? Internal stimuli?

Sender – Encoder Sender – Encoder You try to choose symbols usually words / You try to choose symbols usually words /

graphic. graphic. MessageMessage

The core idea including both verbal symbols The core idea including both verbal symbols and nonverbal symbols.and nonverbal symbols.

Giving information about product is easy. Giving information about product is easy. But explaining why company headquarter to But explaining why company headquarter to another country is very difficult. another country is very difficult.

Medium Medium Printed word, electronic mail or sound Printed word, electronic mail or sound

OralOral WrittenWrittenImmediate feedbackImmediate feedback Delayed feedback Delayed feedback

Shorter sentences; Shorter sentences; shorter wordsshorter words

Longer sentences, longer Longer sentences, longer wordswords

ConversationalConversational More formalMore formal

Focus on interpersonal Focus on interpersonal relationsrelations

Focus on content Focus on content

Prompt actionPrompt action Delayed actionDelayed action

Less detailed technical Less detailed technical informationinformation

More detailed technical More detailed technical information information

More personal pronouns More personal pronouns Fewer personal pronouns Fewer personal pronouns

More colloquial languageMore colloquial language More complex More complex constructionsconstructions

Simpler constructions Simpler constructions Useful for permanent Useful for permanent record, detailed record, detailed documentation documentation

More imperative, More imperative, interrogative, and interrogative, and exclamatory sentences exclamatory sentences

Possibility of review Possibility of review

Inside OrganizationsInside Organizations Written channel when documentation is Written channel when documentation is

required oral channel when message is urgent required oral channel when message is urgent or personal. or personal.

Inside Organization – written media may be Inside Organization – written media may be memos, reports, bulletins, job descriptions, memos, reports, bulletins, job descriptions, posters, notes, employee manuals, electronic posters, notes, employee manuals, electronic boards even internal fans. boards even internal fans.

Oral communication may be in the form of staff Oral communication may be in the form of staff meeting reports, face to face discussion, meeting reports, face to face discussion, presentation, audio tapes, telephone chats, presentation, audio tapes, telephone chats, teleconferences or videotape, grapevine etc.teleconferences or videotape, grapevine etc.

Outside Organizations Outside Organizations Through letters, reports, proposals, telegrams, Through letters, reports, proposals, telegrams,

cablegrams, mailgrams, fanes, teleconferences, cablegrams, mailgrams, fanes, teleconferences, video conferences or television. video conferences or television.

Receiver – Decoders Receiver – Decoders

Sees on personal experience, attitudes, Sees on personal experience, attitudes,

skills etc. which give totally give different skills etc. which give totally give different

meaning to message according to his or her meaning to message according to his or her

own context. own context.

Feed Back Feed Back

Desired response or undesired response or Desired response or undesired response or

silence. silence.

A Communication ModelA Communication Model

(experiences,attitudes, skills

PerceptionIdea encoding

Symbol decisionsSending mechanisms

Message(experience,

attitude, skills)Receptor mechanisms

PerceptionDecoding

Idea interpretation

MediumVerbal, nonverbal

Feed BackVerbal, nonverbal

Sender - Encoder Receiver - Encoder

Stimuli

CONTEXT

Concepts and Problems of Concepts and Problems of CommunicationCommunication

No two people are exactly alike in world about No two people are exactly alike in world about

culture?culture?

Japanese are inordinately slowJapanese are inordinately slow

Germans are thorough in their reports Germans are thorough in their reports

French are so polite in letter writing French are so polite in letter writing

Middle Eastern people are less concerned with Middle Eastern people are less concerned with

timetime

Each person’s mind is a unique filterEach person’s mind is a unique filter

Conventions of meaning Conventions of meaning

Perceptions of realityPerceptions of reality

Values, attitudes, and opinion Values, attitudes, and opinion

Conventions of Meaning Conventions of Meaning

A fundamental principle are symbols of some A fundamental principle are symbols of some

meaning e.g. people generally understand laser meaning e.g. people generally understand laser

(light amplification by stimulated emission of (light amplification by stimulated emission of

retribution) and sonar (Sound Navigation Ranging) retribution) and sonar (Sound Navigation Ranging)

While people don’t understand FIFO (first in first While people don’t understand FIFO (first in first

out) and LIFT (last in, first out) except out) and LIFT (last in, first out) except

accountants. accountants.

Word sun has 71 meaning as a verb Word sun has 71 meaning as a verb

35 – noun35 – noun

4 – objective 4 – objective

ExamplesExamples

Bimonthly report mans “Twice two months”Bimonthly report mans “Twice two months”

Tenement in law has meanings “a holding land”Tenement in law has meanings “a holding land”

To table means to put off till next in USA means To table means to put off till next in USA means

to act on it in Britishto act on it in British

Denotation is usually the dictionary definition of Denotation is usually the dictionary definition of

a worda word

A connotation is an implication of a word or a A connotation is an implication of a word or a

suggestion separate from the usual definition.suggestion separate from the usual definition.

ExamplesExamples

DenotativeDenotative Connotative Connotative

HouseHouse Mansion, Villa, Cottage, Mansion, Villa, Cottage, Home, Firetrap, ShackHome, Firetrap, Shack

StudentStudent Bookworm, Scholar, Bookworm, Scholar, Dropout, GunnerDropout, Gunner

Favorable connotations e.g. efficient, gentle, Favorable connotations e.g. efficient, gentle, promptprompt

Unfavorable connotation e.g. lazy, cowardly, Unfavorable connotation e.g. lazy, cowardly, rottenrotten

Positive & negative connotation e.g. fat Positive & negative connotation e.g. fat check and fat girl check and fat girl

Free enterprise and free (rude, hold) Free enterprise and free (rude, hold) manners sucker (customers) and sucker. manners sucker (customers) and sucker. Cheap product and cheap priceCheap product and cheap price

Mixed feelings e.g. feminist, amnesty, gay.Mixed feelings e.g. feminist, amnesty, gay.

Perception of Reality Perception of Reality

Human beings sensory perception vary?Human beings sensory perception vary?

Abstracting – focusing on some details and Abstracting – focusing on some details and

omitting others is a process called abstracting.omitting others is a process called abstracting.

Necessary, desirable abstracts – keeping in view Necessary, desirable abstracts – keeping in view

limited time, expense, space, purpose etc. limited time, expense, space, purpose etc.

Slanted statements – slanting is unfair in Slanted statements – slanting is unfair in

factual reporting factual reporting

Inferring – are conclusions down from evidenceInferring – are conclusions down from evidence

Desirable Inferences Desirable Inferences

Foreign airport – hospitable treatment Foreign airport – hospitable treatment

On elevator – desired floor On elevator – desired floor

Dropping in million – deliveryDropping in million – delivery

Risks of Inferences Risks of Inferences

e.g. staggering of management trainee e.g. staggering of management trainee

Drinking problem or Meniere’s syndromeDrinking problem or Meniere’s syndrome

Values Attitude and OpinionsValues Attitude and Opinions

Favorable or unfavorable informationFavorable or unfavorable information Effective communicator emphasizes Effective communicator emphasizes

receivers interests receivers interests Inadequate or incorrect information Inadequate or incorrect information Happy customer on adjustment Happy customer on adjustment Sad on wrong information about better deal Sad on wrong information about better deal

with other customer. with other customer. Closed minds e.g. Musharraf Closed minds e.g. Musharraf Sender’s credibility Sender’s credibility A democrat trusts a democrat while A democrat trusts a democrat while

republican trust a republican. republican trust a republican. Other circumstances affecting attitudes Other circumstances affecting attitudes