Effective Business Communication International Edition Herta A Murphy

Effective Business Communication International Edition Herta A. Murphy Herbert W. Hildrandt Jane P. Thomans 1/16/2022 1

Chapter One Communication and Its Components 1/16/2022 2

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: the activity of buying, selling, or supplying goods or services for money legally. 3

What Is Business Communication? Business communication is the communication required in order to make business deals. 4

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. Up Ward Within: Down ward Horizontal Business Outsiders 1/16/2022 5

Directional Differences • Upward Communication Messages from employees to management • Downward Communication Messages from management to employees • Horizontal Communication Messages sent between peers

Definitions and their Analysis: Communication is a two way process of transmitting and receiving verbal and nonverbal messages. 1/16/2022 7

Definitions and their Analysis: Communication is a dialogue, not a monologue. In fact, communication is more concerned with a dual listening process. " Dialogue 1/16/2022 Monologue 8

Verbal communication Verbal Communication refers to the spoken or written words you send or receive. Oral 1/16/2022 Written One-on-one conversations Memorandums Meetings Letters Phone calls Email Presentations Reports Videoconferences Miscellaneous 9

Nonverbal communication refers to messages without the use of words. 1. Body Language Appearance 2. Facial Expressions Eye Contact Posture Gesture 3. Vocal Cues Pitch Rate 4. Space and Time Volume Touch 1/16/2022 10

HOW BODY LANGUAGE COMMUNICATES 1. Facial Expressions The eyes and face are especially helpful means of communicating nonverbally. 2. Gesture, Posture & Movements Posture, Gestures & Body Movements convey message & Communication. flv add to or subtract your VideoFacial oral 11

HOW BODY LANGUAGE COMMUNICATES 3. Voice And Sounds – Paralanguage – Sound of the voice – The pitch, rate and volume make you sound more expressive – To develop an effective speaking voice… • use effective pitch • Speak with a correct rate and slowly enough so you can be 12

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 1/16/2022 13

Warming up • What is the feeling of the baby? smile 1/16/2022 surprise cry happy angry fear 14

Warming up II • Match each picture with the emotion and correct sentence. 1/16/2022 15

Legs & Feet * In Asia and some European countries, putting feet up on a desk or any other piece of furniture is very disrespectful. * Sitting cross-legged, while common in North America and some European countries, is very impolite in other parts of the world. 1/16/2022 16

Hands * The Italian “good-bye” wave can be interpreted by Americans as the gesture of “come here. ” * The American “good-bye” wave can be interpreted in many parts of Europe and Latin America as the signal for “no. ” * For greeting and farewell * Handshaking 1/16/2022 17

Hands 1/16/2022 18

Hands • Friends put hands on each other to show closeness. * Hand-holding among the same sex is a custom of special friendship and respect in several Middle Eastern and Asian countries. 1/16/2022 19

Hands * 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 much of the Middle East and in parts of Indonesia. 1/16/2022 20

Fingers * 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 1/16/2022 21

Fingers * 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. 1/16/2022 22

Components of Communication • Communication includes six components: – – – Context Sender-Encoder Message Medium Receiver-Decoder Feedback 1/16/2022 23

CONTEXT stimuli MESSAGE SENDER MEDIUM Verbal, nonverbal RECEIVER FEEDBACK A COMMUNICATION MODEL 24

1. Context • Every Communication begins with a context. • Context is a broad field that includes country, culture, organization, and external and internal stimuli. • Every country, every culture, and every company or organization has its own conventions for processing and communicating information. . 16 January 2022 1/16/2022 25 25

2. Sender-Encoder When you send a message, you are the “encoder”, the writer or speaker, depending on whether your message is written or oral. 16 January 2022 1/16/2022 26 26

3. Message • The message is the core idea you want to communicate; it consists of both verbal (written or spoken) symbols and nonverbal (unspoken) symbols. 16 January 2022 1/16/2022 27 27

4. Medium • To transmit your message to receiver, you select a communication channel such as the telephone, letter, memo, and an email. • The choice of channel depends on your message, your audience’s location, the media available to you, your need for speed and formality required. 16 January 2022 1/16/2022 28 28

5. Receiver-Decoder • The message receiver is your reader or listener, also known as the decoder. Many of your messages may have more than one decoder. 16 January 2022 1/16/2022 29 29

6. Feedback • Ultimately the receiver reacts with either the desired response based on a clear understanding of the symbols or with an undesired response because of miscommunication. • Feedback can be oral or written. It can also be an action, such as receiving in the mail an item you ordered. • Sometimes silence is used as feedback. 16 January 2022 1/16/2022 30 30

Communication’s Complexity (1) Communication is really more than speaking and listening. Speaking and listening effectively. 1/16/2022 31

Communication’s Complexity (2) 2) Communication is Transactional l Transactional means that both communicators are constantly involved in and adjusting to the process l Communication works like a skilled tennis match: both tennis players are involved constantly in the game. When a good player hits the ball, he or she moves into position to prepare for the return shot. A poor player may just stand there after hitting the ball instead of anticipating the return shot. 1/16/2022 l In communication, you send and receive messages simultaneously. This transactional process may be pictured in the following way: Person One Person Two Speaking Listening Speaking 32

Communication’s Complexity (3) 3) Communication Involves sharing of Meanings Meaning refers to the interpretation speakers and listeners place on the verbal and nonverbal messages they send out and receive. 1/16/2022 33

Communication’s Complexity (4) (5) Communication is blocked by interference. • When a person has trouble receiving the message that is being sent, it is often because of interference, or “noise. ” Interference: Something that blocks a listener’s ability to receive a message. External Interference: Big screen Tv, car traffic, loud music Internal Interference: Tension, sickness, day dreaming 1/16/2022 34

Communication’s Complexity (5) (6)Communication occurs in context. You have to consider people’s culture and expectation. 1/16/2022 35

Problems o’ Communication (cont’d) 1) Conventions of Meaning 2) Perceptions of Reality 1/16/2022 36

Problems O’ Communication (Cont’d) 1) Conventions o’ Meaning: a) Miscommunication Instructions Miscommunication occurs when sender and receiver give different meanings to the same word or different words attending the same meaning. • Bimonthly. (Twice a month) (Every two months) • Tenement. A large building divided into flats A land which does not have any building. Denotative( dictionary). 1. House 2. Student Connotative(suggested). 1. Cottage 2. Bookworm, Scholar 37

Individual Perception (Physical Differences) • You are farsighted but your brother is near sighted. • You may have fine hearing but your friends ear infection may reduce his/her ability to hear properly. • Such problems may affect a person’s ability to take in information through his/ her senses. 1/16/2022 38

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. 1/16/2022 39

Functions O’ Silence (To Communicate Feelings) • Religious ceremonies • To communicate nothing 1/16/2022 40

Time • • On time 5 min. -10 min. Clock watching Totally unaware when to leave. 1/16/2022 41

Time and Appropriateness • When to do something ? • When to say something to be effective 1/16/2022 42

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. 1/16/2022 43

Joint Functions of Verbal and Nonverbal Communication (Cont’d) • Nonverbal messages may replace verbal. • 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? 1/16/2022 44

Goal o’ Any Communication: The goal of any form of communication is to promote complete understanding of a message 1/16/2022 45

– You are the American manager for a division of an American company that produces medical products. Your division is located in a small town in southern Germany. The supervisor of the day shift has been with the company for 6 years and liked by the management of the company. However, he is known to have strong opinions, some of which are unpopular in Germany. One day he brought in an old Nazi flag and tacked it on the bulletin board. Most of his coworkers were incensed. Some demanded his immediate dismissal. What would you do? 1/16/2022 46

• A short Informative Report on the Non verbal customs of an Asian Country. You are the assistant to an architect for an American firm that has been contracted to build a new hospital in Kabul. Your boss will be spending 2 months in Afghanistan supervising the project until it gets under way. He has asked you to prepare a short report outlining the nonverbal customs of Afghanistan and specifically of Kabul. Include in your report. Kabul conventions of time and space, gestures and body language, dress, eating customs and any other pertinent information. 1/16/2022 47