Welcome to Business Communication I • Class introductions

• Introduction to course

• Syllabus

• Group activity

• Ch 1: Communication in the Workplace

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Group Activity

• Write your name in capital letters on the piece of paper provided by the instructor

• At the back, write your expectations from the course

• Find class mates with same color of paper

• Sit in groups (same color of paper)

• Assign a name to your group

• Write the name of your group under your own name

• Choose a group representative

• Hand the papers to your group representative

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Workplace Communication

• Communication 2.0

• Importance of Communication

• Main Forms of Communication

• The Process

• Listening Skills

• Nonverbal Communication

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Communication 2.0

• Traditional model • Broadcasting and publishing

• Social model

• Interaction and conversation

• Hybrid model

• Social model and traditional model

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Achieving Success Today

• Information and meaning between senders and receivers • Written

• Spoken

• Electronic

• Visual

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Importance of Communication

• Your ticket to success!

• Job placement

• Job performance

• Career advancement

• Success in the new world of work

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Importance of Communication

• Stronger decision making

• Faster problem solving

• Earlier warning of potential problems

• Increased productivity and lower costs

• Stronger business relationships

• Clear persuasive marketing messages

• Enhanced professional images

• Greater employee engagement

• Better financial results

• Stronger connection with stakeholders 7

Main Forms of Communication

• Operational

• Internal

• Formal: upward, downward, horizontal

• Informal – the grapevine

• External

• Formal: marketing and public relations

• Informal: industry gatherings and social networking

• Personal

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Effective Communication

• Practical information

• Factual information

• Concise, efficient information

• Clear expectations and responsibilities

• Persuasion and recommendations

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To: Business Communication I Subject: Week 8

All,

The guest speaker we discussed in the last class will be coming next week on Tuesday. He runs his own business and has done consultancies for various communication firms. He has kindly agreed to speak about the topic discussed last week.

Let’s not just listen to more about business communication. I would like every student to prepare a list of questions ahead of time. We will forward them to Mr. Leonard before the session so that he can think about them and bring relevant information to class.

Details: Tuesday 10:00 a.m. EM14

You must all try to come to the session, but if you do not want to come, try and ask your colleagues about the important details.

Cornelius

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What Employers Expect

• Organizing ideas and information

• Expressing ideas and information

• Listening actively to others

• Communicating with diverse groups

• Using communication technology

• Writing and speaking effectively

• Adapting to audiences and situations

• Applying business etiquette

• Communicating ethically

• Managing time and resources

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Challenges of Business Communication • Globalization and diversity

• Information value

• Pervasiveness of technology

• Evolving organizational structures

• Reliance on teamwork

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Effective Business Communication

• Connect with the audience

• Minimize communication barriers

• Use audience-centered approach

• Improve communication skills

• Provide constructive feedback

• Observe business etiquette

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Workplace Communication

• The Process of Communication

• Effective Listening

• Nonverbal Communication

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The Process

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The Process

• How may a sender encode a message? • Verbally or nonverbally

• Speaking

• Writing

• Gesturing

• What kinds of channels carry messages? • Letters

• E-mails

• IM

• Memos

• Telephones

• Body

• Others? 16

The Process

• How does a receiver decode a message? • Hearing

• Reading

• Observing

• When is communication successful? • Understood as intended

• How can a communicator provide feedback? • Questioning

• Checking reactions

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Effective Listening

• Barriers

• Physical

• Psychological

• Language

• Nonverbal

• Thought speed

• Faking attention

• Grandstanding

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True or False

• Listening is a matter of intelligence

• False – Careful listening is a learned behavior

• Speaking is more important than listening in the communication process

• False – Speaking and listening are equally important

• Listening is easy and requires little energy

• False – Active listeners undergo the same physiological changes as a person jogging

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True or False

• Listening and hearing are two different processes

• True – Listening is a conscious, selective process; hearing is an involuntary act

• Speakers are able to command listening

• False – Speakers cannot make a person really listen

• Hearing ability determines listening ability

• False – Listening happens mentally, between the ears

• Speakers are not totally responsible for communication success

• True – Communication is a two-way process

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True or False

• Listening is only a matter of understanding a speaker’s words

• False – Nonverbal signals also help listeners gain understanding

• Daily practice eliminates the need for listening training

• False – Without effective listening training, most practice merely reinforces negative behaviors

• Competence in listening develops naturally

• False – Untrained people listen at only 25 percent efficiency

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Building Powerful Listening

• Stop talking

• Control your surroundings

• Establish a receptive mind-set

• Keep an open mind

• Listen for main points

• Capitalize on lag time

• Listen between the lines

• Judge ideas, not appearances

• Hold your fire

• Take selective notes

• Provide feedback

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Nonverbal Communication

• Eye contact

• Facial expression

• Posture

• Gestures

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Nonverbal Communication

• Time – punctuality and structure

• Space – arrangement of objects

• Territory – privacy zones

• Appearance • Business documents

• People

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Strong Nonverbal Skills

• Establish and maintain eye contact

• Use posture to show interest

• Improve your decoding skills

• Probe for more information

• Avoid assigning nonverbal meaning out of context

• Associate with people from diverse cultures

• Appreciate the power of appearance

• Observe yourself on videotape

• Enlist friends and family

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