BUSINESS ENGLISH LECTURE 2 Communicative Competence SYNOPSIS 1
BUSINESS ENGLISH LECTURE 2 Communicative Competence
SYNOPSIS 1. Basics of Leadership Communication 2. Communicative Skills – Business English Nature, Process and Partners Communication Model and agencies One Way vs. Two ways Communication Key to Effective Written Communication Nature of Barriers Communication Failure Defensiveness: Employer vs. Employee An Analysis: Communication barriers; Effective communication 2. 7 C’s of Communication 3. Business Language 4. Listening Exercise
3 Basics of Leadership Communication
PROBLEM IN COMMUNICATION 4 “The single biggest problem in communication is the illusion it has taken place. ” George Bernard Shaw
5 LACK OF SENDING AND RECEIVING DIRECTIONS
Communication 6 A process by which information and understanding are transferred between a sender and a receiver
Communication Goals 7 To change behavior To get and give Information To persuade To get action To ensure understanding Source: CGAP Direct
A Basic Model of the Communication Process 8 Potential noise and distortion Leader encodes message Channel Return message encoded and sent Feedback Loop Receiver decodes message
Barriers to communication 9 Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Cultural differences Poor listening skills Use of jargon Distractions
The Leader as Communication Champion 10 Purpose Directed Internal and external sources Strategic Conversation Open climate Listening Discernment Dialogue Leader as Communication Champion Direct attention to vision/values, desired outcomes; use persuasion Methods Use rich channels Stories and metaphors Informal communication
Why Open the Communication Channels? 11 An open climate is essential for cascading vision, and cascading is essential because: Natural Law 1: You Get What You talk about – A vision must have ample ‘air time’ in an organization. A vision must be shared and practiced by leaders at every opportunity.
Open Communication 12 Asking questions Leader-centered Follower-centered Listening Engaged listening
Ten Keys to Effective Listening 13 Keys Poor Listener Good Listener 1. Listen actively Is passive, laid back Asks questions; paraphrases what is said 2. Find areas of interest Tunes out dry subjects Looks for opportunities, new learning 3. Resist distractions Is easily distracted Fights distractions; tolerates bad habits; knows how to concentrate 4. Capitalize on the fact Tends to daydream with that thought is faster than slow speakers speech Challenges, anticipates, summarizes; listens between lines to tone of voice 5. Be responsive Nods; shows interest, positive feedback Is minimally involved
(contd. ) 14 Keys Poor Listener Good Listener 6. Judge content, not delivery Tunes out if delivery is poor Judges content; skips over delivery errors 7. Hold one’s fire Has preconceptions; argues Does not judge until comprehension is complete 8. Listen for ideas Listens for facts Listens to central themes 9. Work at listening No energy output; faked attention Works hard; exhibits active body state, eye contact 10. Builds for long term relationship Resists difficult material in favor of light, recreational material Does not interrupt or try and sell ideas – uses influence
BUSINESS ENGLISH EXERCISE
Giving advice 16 1. You might have to pay two month’s rent a) for free with most banks 2. When you move out of a flat b) your landlord will check the inventory 3. You can have an overdraft 4. You can use your bank card from home 5. You need to be registered with a doctor 6. Most employers include medical insurance 7. Using top-ups 8. You need to check that there is c) to withdraw money from a cash point d) as a deposit before you move into a flat e) broadband access in the area where you live f) means you don’t need to sign a contract for your mobile phone g) to get medical treatment h) as part of their employment package
18 1. You might have to pay two month’s rent as a deposit before you move into a flat 2. When you move out of a flat your landlord will check the inventory 3. You can have an overdraft for free with most banks 4. You can use your bank card from home to withdraw money from a cashpoint 5. You need to be registered with a doctor to get medical treatment 6. Most employers include medical insurance as part of their employment package 7. Using top-ups means you don’t need to sign a contract for your mobile phone 8. You need to check that there is broadband access in the area where you live Which pieces of advice are true for your country? Which are different? What other advice and information could you give? You don’t need to you need to It’s a good idea to You have to. . . You’d better. . . You must
Review Lecture 2 1. Communicative Skills – Business English Nature, Process and Partners Communication Model and agencies One Way vs. Two ways Communication Key to Effective Listening
- Slides: 19