INTRODUCTION

• Communication is very important to transfer information to other party through machines and face to face.

• Communication is very important whether it is transferred by an oral or written form.

• Communication can be divided into internal and external form.

DEFINITION

• Communication is a process in which people share information, ideas, experiences and feelings.

• Communication process is made up of various elements such as sender- receiver, messages, channel, feedback, and setting.

GOALSThe main goal of business communication is to • influence• to control our audience's responses in the way

we intendedIt also includes for short term • such as having our audience obey an orderThe long term • such as having our audience continue to

follow the spirit of the policy

SECONDARY GOALS

• Self-expression, • Social relationships, • Career advancement

WHY we communicate??

Understanding others’ needs, ideas, thoughts, info & feelings.

Improve & stabilize our relationship.Build up our skills.Develop personalities.

GOALS OF BUSINESS COMMUNICATION

Provides factual information

Inform readers or provide information

Clarify and condense information

State precise responsibilities

Persuade and make recommendations

Apply a variety of communication that can be delivered.

Provide immediate usable skills. Improve your business writing skills.Recognize common obstacles. Gain insight into the art and the science of

negotiation and recognize how to be part of a negotiation team.

Utilize multiple organizational strategies for preparing oral presentations.

MODE OF COMMUNICATION

Web – based communicationEmailsReports PresentationTelephoneFace to face

FACTORS INFLUENCING THE GOALS

Environment Culture

OBSTACLES TO ACCOMPLISH GOALS

Perception and language

Information overloadAbility of individual to send & receive

messages Perceptions of sender & receiver AttitudeEmotions and Self-Esteem

HOW TO ACCOMPLISH BUSINESS COMMUNICATION GOALS

Review your goals regularly, preferably daily

Break down a goal into actionable steps

Break down a goal into quantifiable results

Track a goal by the amount of time you spend on it

STUDENTImportant - to get information

- to interact between lecturer

- to interact among others

BUSINESSMAN

Important - to have connection with others business organization.

- to built good rapport

- to make profit

Formal and Informal Communication

Network

Main elements in Comm.

source

message

channel

receiver

source

messagemessage

channel

receiver

When msg is received, there is no response/reply needed.

Eg: news report through tv.

Response to message where the role of the source & the receiver keeps changing hands.

E.g.: conversation between you and your friend.

ONE-WAY TWO-WAY

Levels of COMMUNICATION

Intrapersonal comm.Interpersonal comm.Group comm.Organizational comm.

INTRAPERSONAL Comm.

Communication between one person which is an individual process based on own experiences.

E.g.: to decide which course is the best for you and your future.

INTERPERSONAL Communication

2 person are involve in the communication.

E.g.: you and your friend are talking about your favorite soccer team.

GROUP Communication

More than 2 person involve.Not more than 12 person in a small group.Not more than 50 person in a large group.

E.g.: communication among committees,club,society etc.

ORGANIZATIONAL Communication

When groups discover that they are unable to accomplish their goals.

E.g.: schedules of 2 clubs in university are clashing. Thus, a meeting between 2 clubs is needed to come out with a solution.

Choosing the FACTORS of communication

CostConfidentialitySafety & securityInfluenceUrgency

DistanceTime of dayResourcesWritten recordReceiver

FORMAL & INFORMAL Communication Network

FORMAL Comm.

Verbal Non-verbal

Ways of communicationLanguagesTones of speaking

Facial expressionsBody languageAppearance

Formal Comm. (verbal)

Ways of communication MeetingPhone callsLive video conference SpeechInterview AnnouncementForums

Languages used ProperSuitableUnderstandable

Tones of speaking Loud & stern toneSteady & calm tone

Formal Comm. (non-verbal)

Written FaxFormal letterMemoE-mailForms/application form

Facial expressions Calm lookSmiling faceDetermined look

Body language Small gesturesMovement of body should be fine & suitable

Appearance Way of dressingProper clothing

INFORMAL Comm.

Verbal Non-verbal

Ways of communicationLanguagesTones of speaking

Facial expressionsBody languageAppearance

Informal Comm. (verbal)

Ways of communication Infinite Phone callsSmall discussionsFather-to-son talkPersonal chatting (via internet)

Languages used MixedBrokenImproper

Tones of speaking VariousJumbled up

Informal Comm. (non-verbal)

Written Yahoo messengerInformal letterSMS (Short Messaging System)

Facial expressions Feedback

Body language Various gesturesMore actions & movement of body

Appearance Any forms in dressing

Introduction

Barriers : anything that restrains or obstructs progress, access, etc.: a trade barrier.

Communication : the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs.

something imparted, interchanged, or transmitted.

Barriers of Communication

OverviewPerceptual and Language Differences

Restrictive Environments

Distractions

Deceptive Tactics

Information Overload

Perceptual and Language Difference

Perceptions are unique !!!

Because its unique, the ideas you want to express differ from other people’s

Restrictive Environment

Every link in the communication link is prone to error

Communication becomes fragmented when a network limits the flow of information (upward,downward or horizontal)

E.g. : lower-level employee may obtain only enough information to perform their isolated tasks , learning very little about other areas

Only the people at the very top of the management can see “the big picture”

Distractions

Physical Distractions can block effective communication

E.g. : bad connections(phone) , poor acoustics

Emotional Distraction :

(1)a person who is delivering a message might find it difficult to deliver information if he is emotionally disturbed

(2)If receivers are emotionally disturbed , they may ignore or distort your message

Deceptive Tactics

Language is made up of many words , deceptive communicators manipulate receiver blocks communication and ultimately leads to failure

Eg : they may exaggerate benefits , quote inaccurate statistics or hide negative information behind an optimistic attitude

Information Overload

The number of documents increases everyday via e-mail, express couriers, fax, voice mail, websites, pagers and cell phone

Messages range from crucial news to jokes. This sheer number of information can be distracting making it difficult to discriminate between useful and useless information

communication through visual aids

communication with visual effect. : art, signs, typography, drawing, graphic design, illustration, colours and electronic resources

the idea that a visual message with text has a greater power to inform, educate or persuade a person.

variety of ways to present information visually, like gestures, body language, video and TV.

Visual communication on the World Wide Web is perhaps the most important form of communication

1) FEEDBACK

The chart below cites the effectiveness of visual aids on audience retention.

INCREASE

UNDERSTANDING

SAVE TIME

ENHANCE RETENTION

PROMOTE ATTENTIVENESS

CONTROL NERVOUSNESS

SUMMARY…

Communicating Under Pressure: Don’t Let Stress Strain Communication

StressEndemic to the work place todayComplicated and distort

communicationSlow down performance in work

place

PROBLEMS CAUSED BY STRESS IN WORK PLACE

Trouble ConcentratingHarder to concentrate when in stressBrain unable to store new information

Unclear DirectionsShortcuts are used when in stressAs result, people don’t understand what we want

DefensivenessEmployee may react irrationally Unnecessary disagreements

ForgetfulnessBrain overloadedForgets easily what had just

heard

Distortions in communication styleCommunication style shift under stressMight drive staffs crazy and hurting productivity

Avoid Problems in workplace

Keep Messages Short and ClearOffer simple and clear pointSummarize - short and easy to understand

Repeat The MessagesDon't rely on one mode/ medium of communicationRepeat by phone call or email

Encourage to Ask QuestionsStaff might not be cleared on

what you saidProvide time for people to enquire / offer to ask questions

Slow DownDon’t rush for performance too muchHave time to interact with employee rather than driving employee for results“Less task, more talk”

Look Out for Employees Who Withdraw People tend to retreat under stressDon’t let members be isolatedConduct one-to-one conversations

Reference

Field, Anne. (2004). Don’t Let Stress Strain Communication. (Eds.). Face-to-Face Communications for Clarity and Impact. Boston, Massachusetts: Harvard Business School Press.

(ISBN 13) 978-1-59139-347-4Copyright 2004 Harvard Business School

Publishing Corporation.