Professional Development
Program
Effective Communication in the
Business Setting
Introduction
Instructor: Tracy Tulle
Profile: Operations Manager and Business Course Instructor for the College of Adult & Graduate Studies at Wisconsin Lutheran College
Former Vice President of Inflight Services for Comair, Inc. - a Delta Airlines subsidiary
18 years of leadership in the airline industry
Topics for Discussion
Importance of effective communication
Improving communication skills Nonverbal delivery Intrapersonal/interpersonal
communication Group communication,
teamwork & leadership
Effective Communication in the Business Setting
Why are you here today?
What are your expectations of this workshop?
Defining Communication
Communication is the process of understanding and sharing meaning
What happens when employees don’t communicate effectively?
Business Communication
50% - 90% of a manager’s time is spent communicating – and that communication ability is related to a manager’s performance.
14% of each workweek is wasted on poor communication
Why is effective communication important in
the business setting?
Builds work relationships
Assists in the accomplishment of goals and objectives
Contributes towards a positive work environment
Clarifies expectations which improves job satisfaction
Business communication is a problem solving activity that
helps identify:
The situation Possible communication
strategies The best course of action The best way to design the
message The best way to deliver the
message
Choosing Communication Context
IntrapersonalInterpersonal
Group Public
Mass
Communicator Preparation
Know Yourse
lf
Understand Your
Audience
COMMUNICATOR PREPARATION & DELIVERY
Handout Review
Improving Verbal Communication
Define Your Terms
Choose Precise Words
Consider Your Audience
Take Control of Your Tone
Check for Understanding
Be Results Oriented
Nonverbal Delivery
55% of in-person communication comes from nonverbal cues
55% of a receiver’s comprehension of the communicator’s message is based on nonverbal cues
7% - actual words38% - paralanguage (tone, pace, volume of speech)
Nonverbal Examples
Tone
Body Language
Eye Contact
Facial ExpressionPosture
Touch
Space
Nonverbal Strategies for Success
Watch Reactions Enroll an ObserverFocus on a Specific Type of Nonverbal Communication
Written Business Communication
Good
Writing…
•follows the rules•is easy to read•attracts the
reader•meets the
reader’s expectations
•is clear and concise
•is efficient and effective
Overcoming Barriers to Effective Written Communication
Do Sweat the Small Stuff
Get the Target Meaning
Consider the Nonverbal Aspects of Your Message
Review, Reflect & Revise
Trim the DEADWOOD!!!
Business Use of E-Mail
Is the use of e-mail in the business setting appropriate?
Limit Distribution ListNetiquetteFace to face communication is
BEST
Active Listening
Is “listening” important to communication?
Ten Ways to Improve Your Listening Habits
Group Communication Tuckman’s Linear Model of Group Development
Positive Member Roles
Negative Member Roles
Group Meetings & Communication
Strategies for Effective MeetingsPreparing for Business Meetings
Conducting the Business Meeting
Participant Checklist
TEAMWORK & LEADERSHIP
Teamwork allows individuals to share their talents and energy to accomplish goals. An effective leader facilitates this teamwork
process.
Group Exercise
Think of a problem encountered in the past by a group of which you were a member.
* How did the group solve the problem?* How satisfactory was the solution?
Examples of Business Communication
Employee Memos Surveys Speeches
Business Proposals
Training Presentations
Performance Reviews
Employee Discussion
Summaries
Announcements Feedback
Eliminating Barriers to Effective Communication
Open Discussion
Effective Communication in the Business Setting
Thank you for your time today!
Effective Communication in the Business Setting
Presentation Material and Text:
Scott McLean, Business Communication for Success. Nyack, NY: Flat World Knowledge
Mason a. Carptenter and Talya Bauer, Principles of Management. Nyack, NY: Flat World Knowledge