Effective business Effective business communications and communications and

barriers of communicationsbarriers of communications

What is communication?What is communication? The transfer and understanding of meaning.The transfer and understanding of meaning. Effective communication is when a transmitted Effective communication is when a transmitted

thought or idea is received and understood by thought or idea is received and understood by the receiver as it was intended by the sender; it the receiver as it was intended by the sender; it doesn’t mean agreement with the transmitted doesn’t mean agreement with the transmitted thought or idea.thought or idea.

Communication encompasses both Communication encompasses both INTERPERSONALINTERPERSONAL and and ORGANIZATIONALORGANIZATIONAL..

In order to facilitate effective communication, In order to facilitate effective communication, we must first understand how the process we must first understand how the process works. Information is conveyed as words, works. Information is conveyed as words, tone of voice, and body language. Studies tone of voice, and body language. Studies

have shown as follow:-have shown as follow:-

7% words of the information 7% words of the information communicated.communicated.

38% vocal tone (verbal 38% vocal tone (verbal intonation/Paralinguistic))intonation/Paralinguistic))

55% of body language55% of body language

7 elements of communication 7 elements of communication processprocess

Message

MessageSENDER

RECIEVERMEDIUM

NOISE

FEEDBACK

(To check both side whether understood the message)

(A message travel along)

Encoding(converting a message

into symbols)

Decoding(re-translating sender’s message)

Effective communications skillsEffective communications skills

Acknowledge (“Roger”) communications. Acknowledge (“Roger”) communications. Provide information in accordance with SOP’s. Provide information in accordance with SOP’s. Provide information when asked. Provide information when asked. Repeat, as necessary, to ensure communication is Repeat, as necessary, to ensure communication is

accurately received. accurately received. Use standard terminology when communicating Use standard terminology when communicating

information. information. Request and provide clarification when needed. Request and provide clarification when needed. Ensure statements are direct and unambiguous. Ensure statements are direct and unambiguous. Inform the appropriate individuals when the mission Inform the appropriate individuals when the mission

or plans change. or plans change. Communicate all information needed by those Communicate all information needed by those

individuals or teams external to the team. individuals or teams external to the team. Use nonverbal communication appropriately. Use nonverbal communication appropriately. Use proper order when communicatingUse proper order when communicating information information

Basic principles of Basic principles of communicationcommunication

use open ended and close ended questions use open ended and close ended questions appropriately appropriately

use eye contact, encouraging gestures use eye contact, encouraging gestures focus on the situation, issue, behavior, not focus on the situation, issue, behavior, not

the person the person maintain the self-confidence and self-maintain the self-confidence and self-

esteem of others esteem of others maintain constructive relationships with maintain constructive relationships with

your employees, peers, managers your employees, peers, managers use active listening techniques such as use active listening techniques such as

stating your understanding of what you are stating your understanding of what you are hearing hearing

make sure you summarize make sure you summarize lead by example lead by example

Barriers of CommunicationBarriers of Communication FilteringFiltering – telling the receiver what he/she wants – telling the receiver what he/she wants

to hearto hear EmotionalEmotional- How a sender/ receiver feels when - How a sender/ receiver feels when

sending/interpreting a message sending/interpreting a message Information overload Information overload – information we have to – information we have to

work exceed our processing capacitywork exceed our processing capacity Defensiveness Defensiveness – When a person feels he/she is – When a person feels he/she is

threatenedthreatened Cultural Barriers – Cultural Barriers – Differences in habits/ Differences in habits/

CulturesCultures Language - Language - choice of words or language in which choice of words or language in which

a sender encodes a message a sender encodes a message Gender barriersGender barriers - distinct differences between - distinct differences between

the speech patterns in a man and those in a the speech patterns in a man and those in a woman woman

Other barriers of communicationOther barriers of communication Sender breakdown – too much information is being sent, so the Sender breakdown – too much information is being sent, so the

recipient misses key points. recipient misses key points. Method breakdown – when information is very detailed or Method breakdown – when information is very detailed or

complicated, then written instructions are better than messages complicated, then written instructions are better than messages which can be misinterpreted.which can be misinterpreted.

Recipient breakdown – the recipient deliberately makes a choice Recipient breakdown – the recipient deliberately makes a choice to misinterpret the message because of their attitude to either to misinterpret the message because of their attitude to either the sender to the message at hand.the sender to the message at hand.

Long chain of commandLong chain of command Vague purpose – message not detailed enough, m ore explanation Vague purpose – message not detailed enough, m ore explanation

requiredrequired Inappropriate medium – eg, A manager uses short message Inappropriate medium – eg, A manager uses short message

service(sms) to his employee to get work done, when it should service(sms) to his employee to get work done, when it should have been communicated verbally, so that instructions are clear.have been communicated verbally, so that instructions are clear.

Red tape – message gets passed on to many different people Red tape – message gets passed on to many different people before finally reaching the recipient, making the process too long before finally reaching the recipient, making the process too long and the message changing. Also, actions can be delayed as a and the message changing. Also, actions can be delayed as a result of a late arrival of the message.result of a late arrival of the message.

Status of 2 parties – can be intimidated by the other person’s Status of 2 parties – can be intimidated by the other person’s status because of their gender, age, etcstatus because of their gender, age, etc

Distraction – communication channels breaking up, for example, Distraction – communication channels breaking up, for example, an insurance agent going through his client’s portfolio in a an insurance agent going through his client’s portfolio in a crowded food centre. The client will not be able to concentrate on crowded food centre. The client will not be able to concentrate on what he is trying to say and thus will not be in the right state of what he is trying to say and thus will not be in the right state of mind to do any investing.mind to do any investing.

THANK YOUTHANK YOU