1

Business Communication Skills

2

Objectives

2

3

Business Communication

4

Internal Communication

4

5

External Communication

6

Formal Communication

7

Informal Communication

8

The Communication Process

8

9

The Communication Process

9

10

Sender Encodes

11

Sender Selects a Channel

12

Spoken Examples

13

Written Examples

14

Receiver Decodes

15

Receive Provides Feedback

16

Sender and Receiver Clarify

17

Barriers to Effective Communication

18

Barriers to Effective Communication

19

20

Nonverbal Communication

21

» Physical Contact– examples:

•firm handshake and good eye contact– displays a cordial, confident image

•weak, soft handshake– displays apathy or mental dullness

•cold, wet handshake– indicates nervousness and a feeling of

inferiority

22

» 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

23

» Time– it is important to:

• arrive on time for appointments and job interviews

• respond promptly to requests– communicates a sense of responsibility

and respect for other people’s time as well as your own

24

» Paralanguage– sounds, which do not have an exact written form

• examples: “Shhhhhh” or “Um”– not spoken words– the way the sounds are said can send various messages

• imagine someone is apologizing to you • respond by say the following line out loud three different ways

– “Oh, uh huh.”• each time stress the underlined word

– “Oh, uh huh.”– “Oh, uh huh.”– “Oh, uh huh.”

• Did each time sound different?• Did the meaning change?

25

Nonverbal Communication

26

Improving Organizational Communication

27

Ethics

28

Ethical versus Legal Messages

29

Ethical Decision-Making Process

30

Benefits of Ethical Business Communication

31

Quiz

32

Acknowledgements