International EditionHerta A. MurphyHerbert W. HildrandtJane P. Thomans
Effective Business Communication
Azizullah Qazikhail,
0707717661
Communication:
• Is the process of sending and receiving messages,
whether you are exchanging e-mail, giving a formal
presentation or chatting with co-workers.
Effective Communication
• Producing the intended result.
• When other understand your message correctly
and respond to it the way you want them.Business
Business: the activity of buying, selling, or supplying goods or services for money legally.
Effective Communication:
• Helps manage your work flow.
• Improves business relationships.
• Enhances your professional image.
• Provides variety of other important benefits.
Effective communication is at the center of virtually every aspect of business because it connects the company with all its stakeholders: customers, employees, shareholders, suppliers, the community and the nation.
Definitions and their Analysis:
Communication is the various processes, both formal and informal, by which information is passed between the managers and employees within a business, or between the business itself and outsiders.
Information: A collection of facts from which conclusions may be drawnBusiness
Outsiders
Within:
Up Ward
Down ward
Horizontal
Definitions and their Analysis:
Communication is a two way process of transmitting and receiving verbal and nonverbal messages.
Verbal
Non-Verbal
Verbal
Verbal Spoken Written
Nonverbal
Nonverbal Body Language Illustrations
Definitions and their Analysis:
Dialogue
Communication is a dialogue, not a monologue. In fact, communication is more concerned with a dual listening process."
Monologue
Components of Communication
Context
Sender-Encoder
Message
Medium
Receiver-Decoder
Feedback
April 21, 2023April 21, 2023 1010
1. Context 1. Context
• Every Communication begins with Every Communication begins with a context. a context.
• Context is a broad field that Context is a broad field that includes country, culture, includes country, culture, organization, and external and organization, and external and internal stimuli. internal stimuli.
• Every country, every culture, and Every country, every culture, and every company or organization has every company or organization has its own conventions for processing its own conventions for processing and communicating information. . and communicating information. .
April 21, 2023April 21, 2023 1111
2. Sender-Encoder 2. Sender-Encoder
When you send a message, you are When you send a message, you are the “encoder”, the writer or speaker, the “encoder”, the writer or speaker, depending on whether your message depending on whether your message is written or oral. is written or oral.
April 21, 2023April 21, 2023 1212
3. Message 3. Message
• The message is the core idea you The message is the core idea you want to communicate; it consists of want to communicate; it consists of both both verbal verbal (written or spoken) (written or spoken) symbols and symbols and nonverbal nonverbal (unspoken) (unspoken) symbols. symbols.
April 21, 2023April 21, 2023 1313
4. Medium 4. Medium
• To transmit your message to receiver, To transmit your message to receiver, youyou select a communication channel select a communication channel such as the telephone, letter, memo, such as the telephone, letter, memo, and an email.and an email.
• The choice of channel depends on your The choice of channel depends on your message, your audience’s location, the message, your audience’s location, the media available to you, your need for media available to you, your need for speed and formality required.speed and formality required.
April 21, 2023April 21, 2023 1414
5. Receiver-Decoder 5. Receiver-Decoder
• The message receiver is your reader The message receiver is your reader or listener, also known as the or listener, also known as the decoder. decoder. Many of your message may Many of your message may have more than one decoder. have more than one decoder.
April 21, 2023April 21, 2023 1515
6. Feedback 6. Feedback
• Ultimately the receiver reacts with either Ultimately the receiver reacts with either the desired response based on a clear the desired response based on a clear understanding of the symbols or with an understanding of the symbols or with an undesired response because of undesired response because of miscommunication. miscommunication.
• Feedback can be oral or written. It can also Feedback can be oral or written. It can also be an action, such as receiving in the mail be an action, such as receiving in the mail an item you ordered. an item you ordered.
• Sometimes silence is used as feedback. Sometimes silence is used as feedback.
Nonverbal Communication:
Body Language
a. Appearance
b. Gestures
c. Eye-contact
d. Facial Expressions
e. Voice
f. Touch
Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication
Nonverbal CommunicationVerbal and Nonverbal CommunicationVerbal and Nonverbal Communication
Appearance
Hairstyle, clothes, body size, make up decoration.
Surroundings, furnishings, machine, architecture, room size, lighting
•The format, size, stationery, color affect.
Nonverbal Communication
Facial Expression
•A person face reveals whether someone is happy, angry, tired, hungry, thirsty, or nervous
Smiles and frowns tell others how a person feels
Face has 90 muscles. 30 muscles purely express emotions
Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication
What is the feeling of the baby?
smile cry
surprise angry
happy
fear
Verbal and Nonverbal Verbal and Nonverbal CommunicationCommunication
* Ear grasp- “I’m sorry.” in parts of India
* Cupping the ear- “I can’t hear you.” in all societies
* Pulling ear- “You are in my heart” for Navajo Indians
Verbal and Nonverbal CommunicationVerbal and Nonverbal CommunicationNonverbal Communication
Moisture
Fear, embarrassment, pressure
1) Anger,
2) Natural sign of embarrassment
Verbal and Nonverbal CommunicationVerbal and Nonverbal CommunicationNonverbal Communication
Lips Biting Lips
Childish or communicates anxiety.
Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication
Hand body Language
Nonverbal Communication
Tighter the fist, the stronger the feelings
Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication
Hand body Language
Handholding among the same sex is a custom of special friendship and respect in several Middle Eastern and Asian countries.
Verbal and Nonverbal Verbal and Nonverbal CommunicationCommunication
*Right hand. The right hand has special significance in many societies. In certain countries in the Middle East and in Asia, it is best to present business cards or gifts, or to pass dishes of food, to get an attention, using only the right hand or both.
*Left hand is considered unclean in
Middle East and in parts of Indonesia.
Verbal and Nonverbal Verbal and Nonverbal CommunicationCommunication
The “O.K.” signal. (the thumb and forefinger form a circle) means “fine,” or “O.K.” in most cultures, “zero” or “worthless” in some parts of
Europe “money” in Japan an insult in Greece, Brazil, Italy, Turkey,
Russia and some other countries
Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication
Hand body Language Striking
Two hands fist:
1) extreme tension
2) Invitation to fighting
3) Punching the air can be a indication of triumphal excitement.
Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication
Finger Body Language
Pointing. Pointing with the index
finger is common in North America and Europe.
But it is considered impolite in Japan and China where they favor using the whole open hand.
Malaysians prefer pointing with the thumb.
Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication
Finger Body Language
Thumbs up = Approval
Thumbs down= Disapproval
V Shape= Victory
And some other signs?
Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication
Walking can reflect many characteristics of a culture. For example, In parts of Asia and some of
the Middle Eastern countries, men who are friends may walk holding each other’s hand.
In Japan and Korea, older women commonly walk a pace or two behind male companion.
Asians often regard Western women as bold and aggressive, for they walk with a longer gait and a more upright posture.
Verbal and Nonverbal CommunicationVerbal and Nonverbal CommunicationNonverbal Communication
A person voice, that is, not what is said but how it is said, conveys important messages. Voice includes:
Pitch- how high or low the tone of voice is
Male have lower-pitched voices than female.
Nervous or anxious people tend to indicate their anxiety by higher-pitched voices.
Sometimes employees will lower their voices to appear older on phone.
When person speaks in one tone, it is called monotone.
Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication Voice
Rate- how quickly or slowly is said A person who is
tense will speak rapidly
Rapid speech is very difficult to understand by people who are not native English speakers.
Speech rate may reflect regional differences. People raised in the South tend to talk more slowly and Northeasterners more rapidly than those from other parts of the country.
Verbal and Nonverbal CommunicationVerbal and Nonverbal Communication Nonverbal Communication
Volume
Some voices can put the listener to sleep; others will make the listener pay attention.
Volume- the loudness or softness of a voicePeople speak loudly in order to push their ideas .
Body Language is Everybody’s First Language
From birth, before learning to speak, humans develop body language skills
Specifically, ATTENTION is what we learn first
Crying, making noise, and sudden movements are all babies’ attempts to gain attention
We also learn how to determine if someone is paying attention to us by observing their body language cues
Silence
The world of silence may be cold and bitter one like the deep waste of the Arctic regions .
Silence builds wall and walls are the symbols of failure
Functions of Silence (To provide thinking time)
To allow the speaker thinking time
In order to continue verbal communication, It is important to have an opportunity .
Functions O’ Silence (Cont’d)
To be ready for future messages to recall references and what to come next
Confessing undying love
Functions O’ Silence (To Hurt)
Silence is weapon After a conflict Silence is sometimes dramatic
demonstration of the total indifferences one person feels toward the other it is refusal to recognize a person as a person
Functions O’ Silence (To Isolate Oneself)
Silence is personal anxiety, shyness Breaking silence is taking risk Fight response
Functions O’ Silence (To Prevent Communication)
Silence is to prevent the verbal communication of certain messages
Once said something can’t be unsaid Silence allows us to cool off Keep quiet and people think you
philosopher.
Functions O’ Silence (To Communicate Feelings)
Religious ceremonies To communicate nothing
Time On time 5min.-10 min. Clock watching 2hour late (Entering dinning hall without
being sorry) Totally unaware when to leave.
Time and Status
High status people Eating with high status people
Time and Appropriateness
When to do something ? When to say something to be effective
Space
Proximity refers to the use of space and how space influences relationships and communication?
How comfortable do you feel when a boss or teacher stands almost nose to nose with you?
Space (Cont’d)
The distance will vary, depending upon the people involved, their relationship
to each other and their purpose for being together.
Joint Functions O’ Verbal and Non-Verbal Communication
Nonverbal messages support verbal We want to make strong defense
system. Nonverbal messages may contradict
the verbal messages.
Joint Functions of Verbal and Nonverbal Communication (Cont’d)
Nonverbal messages may replace verbal. You and your friend may exchange a knowing look
during a meeting when someone else claims ownership of your friends idea.
Nonverbal Messages regulate verbal messages When someone puts his hand to his ear during your
presentation, what should you do? If someone looks at watch while you’re explaining a
process, what might you do?
Top Related