Effective Communication in Business( Lecture#1-3)

8/2/2019 Effective Communication in Business( Lecture#1-3)

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EFFECTIVEEFFECTIVECOMMUNICATION INCOMMUNICATION IN

BUSINESSBUSINESS

NADEEM AHMEDNADEEM AHMED

MOHAMMAD ALI JINNAH UNIVERSITY

January, 2010


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KEY TO SUCCESSKEY TO SUCCESS

WHAT YOU SAYWHAT YOU SAY

HOW YOU SAYHOW YOU SAY

Words are the most powerful drug usedWords are the most powerful drug used

by mankind.by mankind.

((Rudyard Kipling)Rudyard Kipling)


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WHAT IS AN ORGANIZATION?WHAT IS AN ORGANIZATION?

A group of people associated A group of people associated forfor

business, political, professional, religious,business, political, professional, religious,

athletic, social, or other purposes.athletic, social, or other purposes.

Its activities require human being toIts activities require human being to

interact, reactinteract, react communicatecommunicate..

Organizations facilitate to exchange information,Organizations facilitate to exchange information,ideas, plans, order needed supplies, makeideas, plans, order needed supplies, make

decisions, rules, proposals, contracts, agreementsdecisions, rules, proposals, contracts, agreements

etc.etc.


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ORGANIZATIONAL COMMUNICATIONORGANIZATIONAL COMMUNICATION

Virtually every management function and activityVirtually every management function and activity

e.g. Planning, controlling, decision making,e.g. Planning, controlling, decision making,

leadership and staffing, can be consideredleadership and staffing, can be considered

communication.communication.

Org. Performance correlates directly with theOrg. Performance correlates directly with the

quality of managerial communication.quality of managerial communication.

An average manager spends more time inAn average manager spends more time in

communicating than doing anything else.communicating than doing anything else.


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WHAT IS COMMUNICATION ?WHAT IS COMMUNICATION ?

Communication is the process ofCommunication is the process of

transmitting information from onetransmitting information from oneperson to another.person to another.

The transfer of information andThe transfer of information and

understanding from one person tounderstanding from one person to

another person.another person.

CONTD

(Keith Davis)(Keith Davis)


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Communication is a socialCommunication is a social

process.process. Communication is like chainCommunication is like chain

process, made up of identifiableprocess, made up of identifiable

links.links. A process of transmitting andA process of transmitting and

receiving verbal and nonreceiving verbal and non--verbalverbal

messages that produce amessages that produce aresponseresponse

(Murphy & Hildebrandt)


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CommunicationCommunication refersrefers toto thethe act,act,

byby oneone oror moremore persons,persons, ofof sendingsending

andand receivingreceiving messagesmessages thatthat areare

distorteddistorted byby noise,noise, occuroccur withinwithin aa

context,context, havehave somesome effect,effect, andand

provideprovide somesome opportunityopportunity forfor

feedbackfeedback

(Joseph A. Devito)(Joseph A. Devito)


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COMMUNICATION IS REPRESENTED BY:COMMUNICATION IS REPRESENTED BY:

10% words10% words what we saywhat we say

30% sounds30% sounds tonetone

60% body language60% body language how we say ithow we say it


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DecisionDecision

MakingMaking

StakeholderStakeholder

ResponseResponse

PromotionalPromotional

MaterialsMaterialsWork FlowWork Flow

ProductivityProductivityProfessionalProfessionalImageImage

ProblemProblem

SolvingSolving

BusinessBusiness

RelationshipsRelationships

EffectiveEffectiveCommunicationCommunication


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Todays Dynamic WorkplaceTodays Dynamic Workplace

Advances in

Technology

The Age of

Information

Globalization

and Diversity

Team-Based

Organizations


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WHY TO COMMUNICATE?WHY TO COMMUNICATE?

Communication satisfaction correlatesCommunication satisfaction correlates

with job satisfaction and job performance.with job satisfaction and job performance.

Commitment correlates with jobCommitment correlates with job

satisfaction and perceptions of goodsatisfaction and perceptions of good

organizational climate.organizational climate.


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COMMUNICATION GOALSCOMMUNICATION GOALS

To change behavior

To get action

To ensure understandingTo persuade

To get and give

Information

Source: CGAP Direct


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CRITICAL SUCCESS FACTOR FOR LIFECRITICAL SUCCESS FACTOR FOR LIFE

The majority of your perceivedThe majority of your perceivedability comes from how youability comes from how youcommunicatecommunicate

70% How you

communicate it

30%What you know

Source: CGAP Direct


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EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION

EffectiveEffective communicationcommunication occursoccurs whenwhen thethe

messagemessage receivedreceived isis asas closeclose asas possiblepossible asas

thethe messagemessage intendedintended toto bebe sentsent mutualmutual

understandingunderstanding..

Communication is effective only if people:Communication is effective only if people:

-- Understand each otherUnderstand each other

-- Stimulate others to take actionStimulate others to take action

-- Encourage others to think in newEncourage others to think in new

ways.ways.


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ORGANISATIONAL BENEFITS OFORGANISATIONAL BENEFITS OFEFFECTIVE COMMUNICATIONSEFFECTIVE COMMUNICATIONS

Increase productivityIncrease productivity

Anticipate problemsAnticipate problems

Make decisionsMake decisions

Coordinate workflowCoordinate workflow

Supervise othersSupervise others

Develop relationshipsDevelop relationships

Better understanding in theBetter understanding in the

workplace in generalworkplace in general


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COMMUNICATION TODAYCOMMUNICATION TODAY

Significant source in managing and leadingSignificant source in managing and leading

organizations.organizations.

Opportunity to involve and motivate peopleOpportunity to involve and motivate peopleto common goals.to common goals.

Opportunity to cooperation withOpportunity to cooperation with

stakeholders.stakeholders. Challenge to confirm the status in society.Challenge to confirm the status in society.


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COMMUNICATION SKILLS ANDANDTOP EXECUTIVESTOP EXECUTIVES

Communication skills occupy as much as 90% of aCommunication skills occupy as much as 90% of a

top executives working day.top executives working day.

85% of business execs. rated business85% of business execs. rated businesscommunication as very important, whereas onlycommunication as very important, whereas only

20% rated knowledge of principles of management20% rated knowledge of principles of management

as very important.as very important.

Fortune 500 execs. rank oral presentations, memoFortune 500 execs. rank oral presentations, memo

writing, and report writing as the top 3 necessarywriting, and report writing as the top 3 necessary

communication skills.communication skills.


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AREAS OF HUMAN COMMUNICATIONAREAS OF HUMAN COMMUNICATION

IntrapersonalIntrapersonal to think, reason, analyze, reflect.to think, reason, analyze, reflect.

InterpersonalInterpersonal to discover, relate, influence, play, help.to discover, relate, influence, play, help.

Small groupSmall group share information, generate ideas, solveshare information, generate ideas, solveproblems, help.problems, help.

OrganizationalOrganizational increase productivity, raise morale,increase productivity, raise morale,

inform, persuade.inform, persuade.

PublicPublic inform, persuade, entertaininform, persuade, entertain

MassMass entertain, persuade and informentertain, persuade and inform


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BASIC COMMUNICATION PROCESSBASIC COMMUNICATION PROCESS

SENDERSENDER

--------------------PERCEPTIONPERCEPTION

------------------IDEAIDEA

ENCODEENCODE MEDIUMMEDIUM DECODEDECODE

UNDERSTANDINGUNDERSTANDING

--------------------PERCEPTIONPERCEPTION

------------------RECEIVERRECEIVER

FEEDBACKFEEDBACK

CONTEXT


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ELEMENTS OF COMMUNICATIONELEMENTS OF COMMUNICATION

CONTEXTCONTEXT

SENDER / ENCODERSENDER / ENCODER MESSAGEMESSAGE

MEDIUMMEDIUM

RECEIVER / DECODERRECEIVER / DECODER

FEEDBACKFEEDBACK


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COMMUNICATION CONTEXTCOMMUNICATION CONTEXT

PHYSICAL CONTEXTPHYSICAL CONTEXT

CULTURAL CONTEXTCULTURAL CONTEXT SOCIALSOCIAL--PSYCHOLOGICAL CONTEXTPSYCHOLOGICAL CONTEXT

TEMPORAL (TIME) CONTEXTTEMPORAL (TIME) CONTEXT


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PHYSICAL CONTEXTPHYSICAL CONTEXT

TangibleTangible oror concreteconcrete environmentenvironment

ii..ee.... RoomRoom oror hallwayhallway oror parkpark..

ExertExert influenceinfluence onon thethe contentcontent

(what(what wewe say)say) asas wellwell asas thethe formform(how(how wewe saysay it)it) ofof thethe messagemessage..


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CULTURAL CONTEXTCULTURAL CONTEXT

RefersRefers toto thethe communicatorscommunicators rulesrules

andand norms,norms, beliefsbeliefs andand attitudesattitudes

thatthat areare transmittedtransmitted fromfrom oneone

generationgeneration toto anotheranother..

DirectDirect eyeeye contactcontact betweenbetween childchild

andand adultadult signifiessignifies directnessdirectness andand

honesthonest inin oneone cultureculture andand defiancedefiance

andand lacklack ofof respectrespect inin otherother..


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SOCIALSOCIAL--PSYCHOLOGICALPSYCHOLOGICAL

CONTEXTCONTEXT IncludesIncludes statusstatus relationshipsrelationships amongamong thethe

participants,participants, thethe rolesroles andand thethe gamesgames

thethe peoplepeople play,play, andand thethe culturalcultural rolerole ofofthethe societysociety inin whichwhich theythey areare

communicatingcommunicating..

IncludesIncludes friendlinessfriendliness oror unfriendliness,unfriendliness,

formalityformality oror informality,informality, andand seriousnessseriousness

oror humorousnesshumorousness ofof thethe situationsituation..


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TEMPORAL CONTEXTTEMPORAL CONTEXT

TimeTime ofof dayday asas wellwell asas timetime ofof historyhistory

ForFor manymany peoplepeople morningmorning isis notnot aa timetime forfor

communicationcommunication;; forfor othersothers itit isis idealideal

AppropriatenessAppropriateness andand impactimpact ofof messagesmessagesdepend,depend, inin part,part, onon thethe timetime inin whichwhich theythey areare

uttereduttered..


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MESSAGES AND CHANNELSMESSAGES AND CHANNELS

communicationcommunication channelchannel isis thethe mediummediumthroughthrough whichwhich thethe messagemessage passespasses..

rarelyrarely takestakes placeplace overover oneone channelchannel.. maymayuseuse two,two, three,three, fourfour differentdifferent channelschannelssimultaneouslysimultaneously..

vocalvocal channelchannel:: speakspeak && listenlisten

visualvisual channelchannel:: gesturegesture

olfactoryolfactory channelchannel:: emittingemitting oror detectingdetectingodorsodors

tactiletactile channelchannel:: touchingtouching anotheranother personperson


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FEEDBACK MESSAGESFEEDBACK MESSAGES

PositivePositive ---------- negativenegative

PersonPerson--focusedfocused ---------- messagemessage

focusedfocused

ImmediateImmediate ---------- delayeddelayed

Low monitoringLow monitoring ---------- highhigh

monitoringmonitoring

SupportiveSupportive ---------- criticalcritical


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CONSTRUCTIVE FEEDBACKCONSTRUCTIVE FEEDBACK

BasedBased uponupon trust trust betweenbetween sendersender andandreceiverreceiver

SpecificSpecific ratherrather generalgeneral

GivenGiven atat aa timetime whenwhen thethe receiverreceiver appearsappears totobebe readyready toto acceptaccept itit..

CheckedChecked withwith thethe receiverreceiver toto determinedeterminewhetherwhether itit seemsseems validvalid

IncludesIncludes behavioursbehaviours thethe receiverreceiver maymay bebecapablecapable ofof doingdoing

DoesDoes notnot includeinclude moremore thanthan thethe receiverreceiver cancanhandlehandle atat anyany particularparticular timetime..


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FEEDBACK SKILLSFEEDBACK SKILLS

Emphasize what you see and hearEmphasize what you see and hear descriptive rather evaluative feedbackdescriptive rather evaluative feedback

Concentrate on particular pointsConcentrate on particular points

Outline the positive points.Outline the positive points.

Indicate what can and should be doneIndicate what can and should be done

Build on what people wantBuild on what people want

Choose your timeChoose your time

Reach an agreementReach an agreement


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EXTERNAL COMMUNICATIONEXTERNAL COMMUNICATION

REPUTATIONAL MANAGEMENTREPUTATIONAL MANAGEMENT

REPUTATION CAPITALREPUTATION CAPITAL


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INTERNAL COMMUNICATIONINTERNAL COMMUNICATION

Determination of tasks, principles andDetermination of tasks, principles and

objectivesobjectives

Analysis of the employees knowledge andAnalysis of the employees knowledge andimage of the organizationimage of the organization

Determination of focus areas inDetermination of focus areas in

developing communicationdeveloping communication

Responsibilities and resourcesResponsibilities and resources


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ORGANIZATION CHART ANDFORMAL COMMUNICATIONS

SECRETARYSECRETARY

AS Sr. JS/JS

DS DSDSDS

Upward

Communication

Information

DownwardCommunicati

on

Instructions

and Directives

Efforts at Coordination

Horizontal Communication

SO SO


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EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION

Watch the languageWatch the language Follow throughFollow through

Deal with uncertaintyDeal with uncertainty

Be an active listenerBe an active listener

Manage conflictManage conflict Respond, dont reactRespond, dont react

Give feedbackGive feedback

Invite participationInvite participation

Keep your team upKeep your team up--toto--datedate

Connect personally with employeesConnect personally with employees

Take advantage of communication resourcesTake advantage of communication resources


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WAYS WE COMMUNICATEWAYS WE COMMUNICATE

WritingWriting-- resumes, cover letters,resumes, cover letters,professional letters, emails, facebook,professional letters, emails, facebook,MySpaceMySpace

TalkingTalking-- public speaking, facepublic speaking, face--toto--face, cell phone messages,face, cell phone messages,interviews, voice mailinterviews, voice mail

ListeningListening

NonNon--verbalsverbals


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BARRIERS TO COMMUNICATIONBARRIERS TO COMMUNICATION

Physical barriersPhysical barriers-- yelling across the hall,yelling across the hall,communicating from different locationscommunicating from different locations

Perceptual barriersPerceptual barriers-- we all see thewe all see theworld differentlyworld differently

Emotional barriersEmotional barriers-- withholdingwithholdingthoughts and feelingsthoughts and feelings

Cultural barriersCultural barriers-- group behaviorsgroup behaviors Language barriersLanguage barriers-- not everyone isnot everyone is

familiar with all languages or jargonfamiliar with all languages or jargon


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WAYS TO OVERCOME THESE BARRIERSWAYS TO OVERCOME THESE BARRIERS

Physical barriersPhysical barriers-- try to use facetry to use face--toto--facefacecommunication frequentlycommunication frequently

Perceptual barriersPerceptual barriers-- recognize we haverecognize we havedifferent values and try to recognize wheredifferent values and try to recognize where

the person is speaking fromthe person is speaking from

Emotional barriersEmotional barriers-- try to build trusttry to build trust


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Cultural barriersCultural barriers-- recognize differences inrecognize differences in

meaning, pacing, volume and gesture, space,meaning, pacing, volume and gesture, space,and touchand touch

Language barriersLanguage barriers-- learn more about differentlearn more about differentcultures, relax, try to find a place where therecultures, relax, try to find a place where thereare not many additional stimuli to take awayare not many additional stimuli to take awayfrom the exchange of messagesfrom the exchange of messages

ask what people need in order to communicate mostask what people need in order to communicate most

effectivelyeffectively

Solicit feedbackSolicit feedback

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Effective Communication in Business( Lecture#1-3)