Business communication module 2

Business Communication

IAME, Bangalore 1

Welcome to Module 2

04/01/15


Listening and Feedback Intrapersonal and Interpersonal

Communication Conflict Management Negotiations Group Communications Mass Communications Intercultural Communications

IAME, Bangalore 2

Module 2

04/01/15


Difference between listening and hearing. Hearing is a physical ability. Listening is a skill.

Listening skills allow one to make sense of and understand what another person is saying.

In other words, listening skills allow you to understand what someone is "talking about”.

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Listening and Feedback

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Art of hearing and understanding

Making sense out of what we hear

LLook

IIdentify

SSet-up

TTune in

EExamine

NNote

Listening

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Physical environment

Message

Source

Listener

Reasons for poor listening

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Unintentional barriers

Fatigue Stress Lack of time

Intentional barriers Tuning out Wanting to be entertained Avoiding the difficult Letting emotions take over

Reasons for poor listening



Good listening skills make workers more productive. The ability to listen carefully will allow you to: better understand assignments and what is expected of you;

build rapport with co-workers, bosses, and clients;

show support;

work better in a team-based environment;

resolve problems with customers, co-workers, and bosses;

answer questions; and

find underlying meanings in what others say.

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Why You Need Good Listening Skills

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Business Communication Feedback

Feedback can be oral or written message, or action, or simply silence.

Receiver reacts with either the desired response based on clear understanding or undesired response because of miscommunication.

Feedback is needed to determine the success or failure of the communication.



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Praise and criticism are provided: during the speech (nonverbally) after the speech (applause, explicit discussion, written comments by the instructor and peers)

You are responsible and accountable for the praise and criticism you provide.

Criticizing the speech is not criticizing the person.

Feedback

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Interpersonal skills - these skills refer to face to face or person to person communication

It is often direct and interactive The message is orally communicated with words as well as through body language, facial expressions, tone, gestures and action. Effective interpersonal communication calls for good insight into human behavior and a clear understanding of how people react under different situations

Interpersonal Communication




Training and other HRD efforts focus on developing interpersonal skills How you say what you say Good leaders use their interpersonal skills to create the right impression Effective communication builds trust and gains confidence.

Interpersonal Communication



The word “intra” means inside or within.

It refers to the communication within the self involving the process of thinking and feeling.

It can also be understood as self talk.

Intrapersonal Communication



Self talk is recognized as a self dialogue or inner speech. What u say to yourself during your waking hours.

Self talk when used properly can help overcoming emotional distress. Understanding audience psychology Building your confidence Reading skills

Intrapersonal Communication


What is Conflict?

Conflict is when two or more values, perspectives and opinions are contradictory in nature and haven't been aligned or agreed about yet.

Conflict is inevitable and often good.



Personal Differences

Informational Deficiency

Role Incompatibility

Environmental Stress

- Scarcity

- Uncertainty

Causes of Conflicts


Business CommunicationConflict is often needed

Helps to raise and address problems.

Energizes work to be on the most appropriate issues.

Helps people "be real", for example, it motivates them to participate.

Helps people learn how to recognize and benefit from their differences.




Conflict is not the same as discomfort.

The conflict isn't the problem - it is when conflict is poorly managed that is the problem.


Avoidance/withdrawal Accommodation/

smoothing Compromise Competition/forcing Collaboration/

problem-solving

Common Conflict Response Patterns



Listen. Understand the other point of view. Show concern for the relationship. Look for common ground. Invent new problem-solving options. Reach a fair agreement.

Six-Step Procedure for Dealing With Conflict



Clear the air. If you’re on a team with someone who seems

consistently irritated with you, ask for a private meeting.

Solicit feedback; listen without interrupting and with an open mind.

Request permission to respond with equal openness.

Strategies for Effective Conflict Resolution


Business CommunicationConflict is destructive when it -

Takes attention away from other important activities

Undermines morale or self-concept

Polarizes people and groups, reducing cooperation

Increases or sharpens differences

Leads to irresponsible and harmful behavior, such as fighting, name-calling



Conflict is constructive when it -

Results in clarification of important problems and issues

Results in solutions to problems

Involves people in resolving issues important to them

Causes authentic communication




Helps release emotion, anxiety, and stress

Builds cooperation among people through learning more about each other

Joining in resolving the conflict

Helps individuals develop understanding and skills

Conflict is constructive when it -

Business CommunicationApproach Objective Your Posture Supporting

Rationale Likely Outcome

Forcing Get your way. “I know what’s right. Don’t question my judgment or authority.”

It is better to risk causing a few hard feelings than to abandon a position you are committed to.

You feel vindicated, but other party feels defeated and possibly humiliated.

Avoiding Avoid having to deal with conflict.

“I’m neutral on that issue. Let me think about it.”

Disagreements are inherently bad because they create tension.

Interpersonal problems don’t get resolved, causing long-term frustration manifested in a variety of ways.

Accommodating Don’t upset the other person.

“How can I help you feel good about this encounter? My position isn’t so important that it is worth risking bad feelings between us.”

Maintaining harmonious relationships should be our top priority.

Other person is likely to take advantage of you.



Approach Objective Your Posture Supporting Rationale Likely Outcome

Compromising Reach an agreement quickly.

“Let’s search for a mutually agreeable solution.”

Prolonged conflicts distract people from their work and engender bitter feelings.

Participants become conditioned to seek an expedient, rather than effective solution.

Collaborating Solve the problem together.

“This is my position. What is yours? I’m committed to finding the best possible solution.”

The positions of both parties are equally important (though not necessarily equally valid). Equality emphasis should be placed on the quality of the outcome and the fairness of the decision-making.

Participants find an effective solution.

Styles of Conflict Management



NEGOTIATION


“Negotiation is any form of meeting or discussion in which you and / or the persons you are in contact with use argument and persuasion to achieve an agreed decision or action”.


Negotiation is a process of bargaining in which two parties each of whom have something that the other wants, try to reach an agreement, on mutually accepted terms.

Eg; A brother and a sister debating on the choice of a movie A salesman trying to arrange a meeting with a prospective

wholesaler/ dealer Two friends trying to settle the amount for which one wants

to sell his old car to the other

NEGOTIATION



Negotiation takes place between two parties. Both the parties are equally interested in an agreed action/result.

Negotiation reaches agreement through discussion, not instruction, orders or power/influence/authority.

Negotiation is a form of communication where the objective is agreement.

The Nature of Negotiation

NEGOTIATION



PLACE: The Place of meetings for negotiations influences the

level of confidence Choosing a place, like your own office has many

advantages. You are in the area of great strength You can get whatever information/material Is needed

during the course of negotiations

Factors affecting Negotiation

NEGOTIATION



TIME: The choice of time for holding discussions should be

fixed according to mutual convenience. Time should be adequate for the smooth exchange of

ideas through different stages of negotiation. Exchanging initial views. Exploring possible compromise. Searching for common ground. Securing Agreement.

NEGOTIATION


Factors affecting Negotiation


Continued…. The time to prepare for negotiation & time for

implementing the agreement should also be carefully fixed for action before & after the meeting.

To be effective, negotiations should be timely. That means it should be done before it is too late to secure an agreement.

NEGOTIATION



Personal Relationship Conduct of negotiation is influenced not only by the real

situation of the matter but also by the relationship between two persons /parties involved in the process of discussion.

Subjective factors

NEGOTIATION


The final outcome of negotiation is determined by subjective factors of influence & persuasion.


Fear Our bargaining power is conditioned by our fear of power,

authority, higher connections & the capacity to harm enjoyed by the other party.

Future considerations When personal relationships are at stake we may not wish

to win the argument in the negotiations in case the good relations between the parties are likely to be affected.

NEGOTIATION



Mutual Obligation The memories of good done in the past by the

other party also acts as negative influence, fear on us.

Practical Wisdom Fear of losing good future chances is a strong

factor in our bargaining /negotiation positions & power.

NEGOTIATION



Skills for convincing other people of the need to accept or agree to a course of action.

This is essential element of effective business communication.

It helps in resolving the issues about which 2 persons have different views but they need to agree about solutions in the interest of all.

PERSUASION

NEGOTIATION



Persuasion is not just one single thing.It is mixture of skills--- attitude, psychology, language, tone, body language.

PERSUASION

NEGOTIATION



Style. Your attitude. Talking & listening. Probing & questioning. Using breaks when necessary. Using Concessions & Compromise. Summarizing. Reaching an agreement

NEGOTIATIONPersuasion - Different Persuasive skills



Preparation phase

Negotiation phase

Implementation phase

Stages of negotiation process

NEGOTIATION



Negotiator has to be prepared before the actual process of negotiation starts in two respects.

Assessing the relative strength of the two parties

The setting of negotiating objectives. At this stage the negotiator should try to answer the following 2 questions.

Preparation

NEGOTIATION



What are the real Issue? Which parties should be involved? Be realistic about the objectives

NEGOTIATION


Preparation


The parties begin by defining the issues. They argue about the scope of negotiation.

Each side then puts forward what is seeking or first the party that makes a claim presents its case, the other party gives a initial response. Thus both the parties define their initial positions.

The Negotiating Phase

NEGOTIATION



After that comes a more open phase in which the initial positions are tested through argument.

The partiers then move to a possible solution that could be the argument's outcome.

NEGOTIATION




Firm proposals in more specific terms are then made, discussed & often modified before both the parties accept them.

Finally an agreement is spelt out & concluded.



NEGOTIATION


The purpose of negotiation is to achieve an agreement; the purpose of an agreement should be to implement the agreed decision/outcome.

If due attention is not paid to the implementation part of a negotiation, negotiations will fail

Implementation

NEGOTIATION



Mass Communication(Communicating with large audience – Presentation)




Mass Communication

Mass communication occurs when a message is sent to large group of people via the medium of newspaper, radio, or television.

In this process each person becomes a faceless individual with almost no opportunity for personal response or feedback.

The distance between the sender and the audience is also massive.


Modes of mass communication

NEWSPAPERS AND MAGAZINES NOTICE BOARD HOARDINGS AND BILL BOARDS RADIO TELEVISION FILM INTERNET



A presentation is a live mode of sharing information with a select audience.

It is a form of oral communication in which person shares factual information with a particular audience.

Presentation



A clear structure with an introduction, discussion at the end.

Facts and figures are visually presented in tables, graphs, and charts.

Different colours are used to make the presentation of the content attractive.

The presenter shows an understanding of the audience’s needs and level of understanding, while discussing his ideas.

ESSENTIAL CHARACTERISTICSPresentation



Humour and anecdotes are often employed to create a good relationship with the audience.

Questions are given serious attention and are regarded as an essential part of presentation

ESSENTIAL CHARACTERISTICS

Presentation



Presentations have 3 major elements Presenter Audience Specific content with a definite objective

to be achieved

ELEMENTS OF A PRESENTATION



A presenter should think and plan the following before delivering the presentation:

Identify your purpose – achieve Analyse your audience Identify the need Collate your information Design your communication Time for presentation Decide on the visual aids to be used Study the location04/01/15 54IAME, Bangalore


Put across a problem to seek a solution or to minimise people’s reaction to it

Just create awareness by sharing information

Motivate, educate, or impart training to promote a more productive work culture



Sequence of your presentation should be - Introduction Main body Conclusion Question and Answers

DESIGNING YOUR PRESENTATION



Intercultural Communication


Increasing Importance of Intercultural Communication

Technological advancements General global interconnectivity

Globalization of markets

Intercultural workforce


Culture is a shared system of symbols, beliefs, attitudes, values, expectations. Your cultural background influences the way you prioritize what is important in life, helps define your attitude towards what is appropriate and establishes rules of behavior.

Understanding Culture



Culture is learned. Cultures are inherently logical. Culture forms our self-identity and community. Culture combines the visible and the invisible. Culture is dynamic.

Characteristics of Culture




Low Context culture High Context culture

German

American

British

FrenchIta

lianSpanish

Greek

ArabJapanese


High-Context and Low-Context Cultures

HighHigh

LowLow

JapaneseArabLatin AmericanSpanishEnglishItalianFrenchNorth AmericanScandinavianGermanSwiss



High-context cultures (in Japan, Taiwan, China, and Arab countries) tend to be relational, collectivist, intuitive, and contemplative. Rely less on verbal communication and more on the context of non verbal actions and environmental settings.


Context

Selected Dimensions of Culture


Low-context cultures (in the US, Scandinavia, and Germany) tend to be logical, linear, and action-oriented. Rely on verbal communication. The primary task of communication in low-context culture is exchanging information. Rules and expectations are spelled out.




High-context cultures prefer group values, duties, and decisions.

Low-context cultures tend to prefer individual initiative, self-assertion, personal achievement.



Individualism


Formality

Other cultures may prefer more formality.

North Americans place less emphasis on tradition, ceremony, and social rules.




High-context cultures rely on nonverbal cues

and the total picture to communicate. Meanings are embedded at many social levels.

Low-context cultures emphasize words, straightforwardness, openness. People tend to be informal, impatient, literal.




Time Orientation( Chronemics)

Time is unlimited and never-ending in some cultures.

Relaxed attitude toward time.

Time is precious to low context cultures like,

American, German etc. It correlates with productivity,

efficiency, and money.




Learn foreign phrases. Use simple English. Speak slowly and enunciate clearly. Observe eye messages. Encourage accurate feedback. Check frequently for comprehension.

Improving Communication with Intercultural Audiences

Oral Messages



Accept blame. Listen without interrupting. Tell speakers if you don’t understand. Remember to smile! Follow up in writing.


Oral Messages



Adapt to local formats.

Use short sentences and short paragraphs.

Avoid ambiguous expressions.

Strive for clarity.

Use correct grammar.


Written Messages



Cite numbers carefully.

Accommodate reader in organization, tone, and style.


Written Messages



Broaden your view of other cultures. Avoid drawing conclusions for an entire cultural

group. Understand that Communication breakdowns are

more the result of misunderstandings in culture than grammatical or stylistic issues.

Avoid judging others on the basis of your own culture.

Making Ethical Decisions Across Borders




Group Communication

Group Communication can be held among small or large groups like an organization, club or classroom in which all individual retain their individual identity.



Forming Forming StormingStorming NormingNorming PerformingPerforming

Group Communication

Formation of Groups

It is the orientation phase.

Members begin to have conflicts

Members solve conflict. Progress begins.

Groups begin to achieve its goals.


Negotiations : Settling an issue by mutual

understanding Meetings : Formal gathering to resolve and discuss

various issues Lecture/ Speech

Presentations

Conferences/ Seminars / Workshops


Features of Group Communication


Need for group communication

Help in problem solving

Resolve conflict

Influence people to work together

Develop listening skills

Be an effective negotiator



Better decisions Faster response Increased productivity Greater “buy-in” Less resistance to change Improved employee morale Reduced risks

Why form groups and teams?


Business CommunicationFour Phases of Team Development

Forming Forming StormingStorming NormingNorming PerformingPerforming



Small size, diverse makeup Agreement on purpose Agreement on procedures Ability to deal with conflict Use of good communication techniques Ability to collaborate rather than compete Shared leadership

Characteristics of Successful Teams



Task Relationships Goal setting

Agenda making

Clarifying

Summarizing

Verbalizing consensus

Establishing work patterns

Following procedures

Skills for Team Leaders



Interpersonal Relationships

Regulating participation

Maintaining positive climate

Maintaining mutual respect

Instigating group self-analysis

Resolving conflict

Instigating conflict

Skills for Team Leaders



During the Meeting Start on time and introduce the agenda. Appoint a secretary and a recorder. Encourage balanced participation. Confront conflict frankly. Summarize points of consensus along the way.

Planning and Participating in Meetings



Ending the Meeting and Following Up Review meeting decisions. Distribute minutes of meeting. Remind people of action items.

Planning and Participating in Meetings



End of Module 2

Thank You


Education

Business communication module 2