Business Communication Skills 1 Objectives 22 Business Communication

Business Communication Skills 1

Objectives 22

Business Communication Ø Is the communication occurring within the business environment Ø Is essential for businesses and individuals to succeed 3

Internal Communication Ø Occurs within an organization Ø Can flow: § Horizontally ü between employees on the same level, coworkers ü also known as lateral communication § Vertically ü between subordinates and superiors ü downward communication travels from supervisor to subordinate ü upward communication travels from subordinate to supervisor § Examples include: ü memos ü emails § Grapevine ü casual conversations…gossip ü informal system where communication flows rapidly but is 4 often inaccurate

External Communication Ø Occurs between an organization and the people outside the organization Ø Handled in most organizations by a public relations manager § Examples include: üpress releases üinterviews üpublicity /promotions 5

Formal Communication Ø Occurs in the internal or external communication system Ø Occurs in the form of: § § § presentations, interviews, publicity/promotions letters memos 6

Informal Communication Ø Occurs in the internal communication system, rarely in the external Ø Occurs in the form of: § § emails meetings face-to-face conversations grapevine 7

The Communication Process 88

The Communication Process Ø Has five steps: 1. sender encodes a message 2. sender selects a channel and sends the message 3. receiver decodes the message 4. receiver provides feedback 5. sender and receiver remove or minimize any barriers blocking effective communication 99

Sender Encodes Ø Encoding – sender selects and organizes message to be sent Ø When organizing a message § select words to clearly convey message § ensure nonverbal signals match verbal message Ø GOAL: message received is as close as possible to the message sent 10

Sender Selects a Channel Ø With the least barriers Ø Includes two typical communication channels: 1. spoken – two way and one way 2. written - one way 11

Receiver Decodes Ø Decoding – receiver breaks down and interprets message received Ø When interpreting a message § consider both verbal and nonverbal messages § prevent distortion § consider whether or not the two messages match 12

Receive Provides Feedback Ø Feedback § the response the receiver provides to the senders message § can be verbal or nonverbal 13

Sender and Receiver Clarify Ø If the message received does not match the message sent § sender must modify or adjust the message for understanding § receiver must give the appropriate feedback Ø Process continues until the message is clear to sender and receiver 14

Spoken Examples Ø Two way • • informal conversations interviews telephone conversations teleconferences Ø One way • speeches • oral reports • intercom announcements 15

Written Examples Ø One way § § § § letters memos reports press releases email facsimiles (fax) voice mail 16

Barriers to Effective Communication Ø Physical and mental distractions include § § interruptions noise preoccupation with other matters developing a response rather than listening § poor timing Ø Speaker/listener background differences include: ü age ü education ü culture ü experiences 17

Barriers to Effective Communication Ø Speaker Traits § inability to convey a clear message § lack of sympathy for listener § distracting nonverbal characteristics § suspicious motives Ø Listener Traits § poor listening skills § not open to new and different ideas § lack of empathy for speaker § negative feelings towards the speaker § low interest level 18

Nonverbal communication Ø In written messages § consider appearance, accuracy and timeliness of response § each of the above signifies the sender is reliable and considers quality to be important Ø In spoken messages § five types: 1. 2. 3. 4. 5. body language physical contact space time paralanguage 19

Nonverbal Communication Ø Body Language § gestures and facial expressions Ø Occurs through each movement a person makes § Folded arms: sends a message of defensiveness § Raised eyebrow: shows doubt § Slumped shoulders: signals fatigue § Face to face contact: shows a desire to communicate. 20

Nonverbal Communication » Physical Contact § examples: üfirm handshake and good eye contact – displays a cordial, confident image üweak, soft handshake – displays apathy or mental dullness ücold, wet handshake – indicates nervousness and a feeling of inferiority 21

Nonverbal Communication » Space § the physical distance between individuals » Four zones of space: 1. Intimate zone– 0 to 18 inches – requires a close and/or intimate relationship, such as close friends or parent/child relationship 2. Personal zone– 18 inches to four feet – occurs between people who are well acquainted 3. Social zone– four to 12 feet – common for business meetings or social events 4. Public zone– more than 12 feet – communication between a speaker and an audience 22

Nonverbal Communication » Time § it is important to: üarrive on time for appointments and job interviews ürespond promptly to requests § communicates a sense of responsibility and respect for other people’s time as well as your own 23

Nonverbal Communication » Paralanguage § sounds, which do not have an exact written form ü examples: “Shhhhhh” or “Um” § not spoken words § the way the sounds are said can send various messages ü imagine someone is apologizing to you ü respond by say the following line out loud three different ways – “Oh, uh huh. ” ü each time stress the underlined word – “Oh, uh huh. ” ü Did each time sound different? ü Did the meaning change? 24

Nonverbal Communication Ø Failing to coincide with the verbal message being sent breaks down the communication process. Ø Coinciding with the verbal message being sent ensures the communication process is effective. 25

Improving Organizational Communication Ø Establishing a formal flow of communication § Employees should understand who they report to § Accomplished through a staff organizational chart Ø Improving staff development § Improving reading, writing, listening, and speaking skills Ø Providing understanding and avoiding barriers to effective communication § Important to managers and subordinates Ø Encouraging follow-up on all communication § Ensures all important messages are decoded properly 26

Ethics Ø In business include: § professional standards of conduct § moral principles and values § decision-making processes and actions Ø In business communication include: § sending honest and clear messages in an ethical manner § moral principles and values 27

Ethical versus Legal Messages Ø Ethical messages § are made based on moral principles and values ü are always honest and clear Ø Legal messages § are made according to the law § are usually honest and clear Ø Messages can be legal but unethical Ø Is telling a small lie to a customer illegal: Is it unethical? 28

Ethical Decision-Making Process Ø When preparing to communicate, make sure the message is ethical Ø Follow the ethical decision-making process: 1. define the problem 2. list all possible alternative messages and consequences 3. select the best choice 4. act on your decision 5. evaluate 29

Benefits of Ethical Business Communication Ø Increased customer satisfaction Ø Decreased legal proceedings Ø Increased profits Ø Increased job satisfaction among employees Ø Improved client relations 30

Quiz 31

Acknowledgements 32