Business Communication 1- Chap 1 communication

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Chapter 1 Communication

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  • 1. 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.
  • 2. 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.
  • 3. GOALS The main goal of business communication is to influence to control our audience's responses in the way we intended It also includes for short term such as having our audience obey an order The long term such as having our audience continue to follow the spirit of the policy
  • 4. SECONDARY GOALS Self-expression, Social relationships, Career advancement
  • 5. WHY we communicate?? Understanding others needs, ideas, thoughts, info & feelings. Improve & stabilize our relationship. Build up our skills. Develop personalities.
  • 6. GOALS OF BUSI NESS COMMUNI CATI ON
  • 7. Pr ovi des f act ual i nf or mat i on I nf or m r eader s or pr ovi de i nf or mat i on Cl ar i f y and condense i nf or mat i on St at e pr eci se r esponsi bi l i t i es Per suade and make r ecommendat i ons
  • 8. 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.
  • 9. MODE OF COMMUNICATION Web based communication Emails Reports Presentation Telephone Face to face
  • 10. FACTORS INFLUENCING THE GOALS Environment Culture
  • 11. OBSTACLES TO ACCOMPLISH GOALS Perception and language Information overload Ability of individual to send & receive messages Perceptions of sender & receiver Attitude Emotions and Self-Esteem
  • 12. 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
  • 13. STUDENT Important - to get information - to interact between lecturer - to interact among others
  • 14. BUSINESSMAN Important - to have connection with others business organization. - to built good rapport - to make profit
  • 15. Formal and Informal Communication Network
  • 16. Main elements in Comm. source message channel receiver
  • 17. source messagemessage channel receiver
  • 18. 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
  • 19. Levels of COMMUNICATION Intrapersonal comm. Interpersonal comm. Group comm. Organizational comm.
  • 20. 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.
  • 21. INTERPERSONAL Communication 2 person are involve in the communication. E.g.: you and your friend are talking about your favorite soccer team.
  • 22. 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.
  • 23. 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.
  • 24. Choosing the FACTORS of communication Cost Confidentiality Safety & security Influence Urgency Distance Time of day Resources Written record Receiver
  • 25. FORMAL & INFORMAL Communication Network
  • 26. FORMAL Comm. Verbal Non-verbal Ways of communication Languages Tones of speaking Facial expressions Body language Appearance
  • 27. Formal Comm. (verbal) Ways of communication Meeting Phone calls Live video conference Speech Interview Announcement Forums Languages used Proper Suitable Understandable Tones of speaking Loud & stern tone Steady & calm tone
  • 28. Formal Comm. (non-verbal) Written Fax Formal letter Memo E-mail Forms/application form Facial expressions Calm look Smiling face Determined look Body language Small gestures Movement of body should be fine & suitable Appearance Way of dressing Proper clothing
  • 29. INFORMAL Comm. Verbal Non-verbal Ways of communication Languages Tones of speaking Facial expressions Body language Appearance
  • 30. Informal Comm. (verbal) Ways of communication Infinite Phone calls Small discussions Father-to-son talk Personal chatting (via internet) Languages used Mixed Broken Improper Tones of speaking Various Jumbled up
  • 31. Informal Comm. (non-verbal) Written Yahoo messenger Informal letter SMS (Short Messaging System) Facial expressions Feedback Body language Various gestures More actions & movement of body Appearance Any forms in dressing
  • 32. 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.
  • 33. Barriers of Communication
  • 34. Overview Perceptual and Language Differences Restrictive Environments Distractions Deceptive Tactics Information Overload
  • 35. Perceptual and Language Difference Perceptions are unique !!! Because its unique, the ideas you want to express differ from other peoples
  • 36. 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)
  • 37. 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
  • 38. Distractions Physical Distractions can block effective communication E.g. : bad connections(phone) , poor acoustics
  • 39. 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
  • 40. 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
  • 41. 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
  • 42. 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
  • 43. 1) FEEDBACK The chart below cites the effectiveness of visual aids on audience retention.
  • 44. INCREASE UNDERSTANDING SAVE TIME ENHANCE RETENTION PROMOTE ATTENTIVENESS CONTROL NERVOUSNESS
  • 45. SUMMARY
  • 46. Communicating Under Pressure: Dont Let Stress Strain Communication
  • 47. Stress Endemic to the work place today Complicated and distort communication Slow down performance in work place
  • 48. PROBLEMS CAUSED BY STRESS IN WORK PLACE
  • 49. Trouble Concentrating Harder to concentrate when in stress Brain unable to store new information Unclear Directions
  • 50. Defensiveness Employee may react irrationally Unnecessary disagreements Forgetfulness Brain overloaded Forgets easily what had just
  • 51. Distortions in communication style Communication style shift under stress Might drive staffs crazy and hurting productivity
  • 52. Avoid Problems in workplace
  • 53. Keep Messages Short and Clear Offer simple and clear point Summarize - short and easy to understand Repeat The Messages Don't rely on one mode/ medium of communication
  • 54. Encourage to Ask Questions Staff might not be cleared on what you said Provide time for people to enquire / offer to ask questions Slow Down Dont rush for performance too much
  • 55. Look Out for Employees Who Withdraw People tend to retreat under stress Dont let members be isolated Conduct one-to-one conversations
  • 56. Reference Field, Anne. (2004). Dont Let Stress Strain Communication. (Eds.). Face-to- Face Communications for Clarity and Impact. Boston, Massachusetts: Harvard Business School Press. (ISBN 13) 978-1-59139-347-4 Copyright 2004 Harvard Business School Publishing Corporation.