BUSINESS COMMUNICATION

Faculty- Meenakshi Aggarwal August 12, 2011

No late coming Be dressed in formals If you have a query, talk to me All genuine doubts are welcome but no nuisance

will be tolerated English should be the only medium of

communication

First impression is the last impression Global and diverse work place requires excellent

communication skills One cannot go around with a sign board

specifying his/her educational or professional qualification

Forms a relationship and understanding between colleagues

• What is communication?• Ways to communicate• Types of communication• Communication networks• Communication process• Barriers to communication• Listening• Do’s and don’ts

COMMUNICATION IS THE ART OF TRANSMITTING

INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER.

IT IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS.

PERSONAL PROCESS

OCCURS BETWEEN PEOPLE

INVOLVES CHANGE IN BEHAVIOUR

MEANS TO INFLUENCE OTHERS

EXPRESSION OF THOUGHTS AND

EMOTIONS THROUGH WORDS & ACTIONS

TOOL FOR CONTROLLING AND MOTIVATING PEOPLE

IT IS A SOCIAL AND EMOTIONAL PROCESS

MOST COMMON WAYS OF COMMUNICATION

Spoken Word

Written Word

Visual Images

Body Language

Downward Communication : Highly directive, from senior to subordinates to-

◦ assign duties

◦ give instructions

◦ inform to offer feedback

◦ To highlight problems etc.

Upward Communication : It is non directive in nature from down below to the senior level to-◦ give feedback◦ inform about progress/problems◦ seek approvals

Lateral or Horizontal Communication: Among colleagues

and peers at same level for information sharing and

coordination, to save time.

Formal Network: Generally vertical or as per the chain of command within the hierarchy.

Informal Network:Free to move in any direction and may skip formal chain of command. Likely to satisfy social and emotional needs.

Executive Director

Vice President

A.G.M.

Manager

Supervisor

Forman

Supervisor 3Supervisor 1 Supervisor 2

Manager

Horizontal Comm.

THE COMMUNICATION PROCESS

SENDER(encodes)

RECEIVER(decodes)

Barrier

Barrier

Medium

Feedback/Response

BARRIERS TO COMMUNICATION

• Noise• Inappropriate medium• Assumptions/Misconceptions• Emotions• Language differences• Poor listening skills• Distractions

Hearing Vs Listening

Hearing – Physical process, natural, passive

Listening – Physical as well

as mental process, active,

learned process, a skill

You can pretend to hear, but not to listen. Try pretending to listen in a class, the results will reveal the

consequences.

VALUE OF LISTENING

Listening to others is an art

Being a good listener reflects courtesy and manners

Listening carefully to the superiors improves competence and performance

The result of poor listening skills could be disastrous

Good listening skills can eliminate a number of imaginary grievances of employees

Good listening skills can improve social relations

Listening is neither passive nor negative

Always think ahead about what you are going to say

Use simple words and phrases understood by all

Speak loudly and clearly

Check with the listener whether you have been understood accurately or not

In case of an interruption, always do a little recap of what has already been said

Always pay undivided attention to the speaker while listening.

While listening, always make notes of important points.

Always ask for clarification if you have failed to grasp other’s point of view.

Repeat what the speaker has said to check whether you have understood accurately

ESSENTIALS OF COMMUNICATIONDos

ESSENTIALS OF COMMUNICATIONDON’Ts

Do not instantly react and mutter something in anger

Do not use technical terms & terminologies not understood by the listener

Do not speak too fast or too slow

Do not speak in inaudible surroundings as you won’t be heard

Do not assume that every body understands you

While listening’ do not glance here and there as it might distract the speaker

Do not interrupt the speaker.

Do not jump to the conclusion that you have understood every thing

How to Improve Existing Level ofCOMMUNICATION?

IMPROVE LANGUAGE.

IMPROVE PRONUNCIATION.

WORK ON VOICE MODULATION.

WORK ON BODY LANGUAGE.

READ MORE

LISTEN MORE

AVOID READING OR WATCHING OR LISTENING TO UNWANTED LITERATURE, GOSSIP, MEDIA PRESENTATION ETC.

PRACTICE MEDITATION

THINK AND SPEAK.

USE SIMPLE VOCABULARY.

DO NOT SPEAK ONLY TO IMPRESS SOMEONE.

LOOK PRESENTABLE AND CONFIDENT.

Improving Body Language - Tips

• Keep appropriate distance

• Touch only when appropriate

• Take care of your appearance

• Be aware - people may give false cues

• Maintain eye contact

• Smile genuinely

…in the new global and diverse workplace requires

excellent communication skills!

Success for YOU…

Questions