Business Communication

What is Communication?

Communication is the giving and receiving of feedback between individuals and/or groups for the purpose of exchanging information.

What is Business Communication?

Business communication is the giving and receiving of feedback between individuals and/or groups for the purpose of exchanging information and altering or enhancing performance.

Effective feedback is the core component in all communication.

Effective Feedback will:

Reinforce or enhance good performance or behavior

Change undesirable performance or behavior

Make a tremendous difference in the performance of an individual or team

What will be covered today?

Reinforcing or enhancing good performance or behavior through effective feedback

Changing undesirable performance or behavior through effective feedback

Using effective feedback to manage conflict

Why are we covering these topics?

Studies have shown that up to 90% of a manager’s time is spent on some form of communication

Corporate Leadership Council Fairness and accuracy of informal feedback is the

number one performance driver (out of 106 identified drivers)

Why else?How do you benefit by focusing on effective

feedback?

Feedback:

Feedback is a two-way street

Receiving Feedback Giving Feedback

Let’s look at Receiving Feedback

Receiving Feedback

Seek out feedback and use it to improve your own performance.

You will become more successful in your position if you view receiving feedback as an opportunity for learning and growing.

Group Feedback:

Who gives us feedback? What kind of feedback do we get? What kind of feedback is difficult to

receive? Have you ever received feedback that is

confusing or unclear?

Group Activity

So, what is effective feedback?

Frequent

Accurate

Specific

Timely

FAST

Conflict Management

What is conflict?

A potential by-product of ineffective feedback.

Conflict

Conflict: Hurts productivity Hurts quality Hurts service Hurts morale Hurts working relationships

Conflict

No matter what the circumstances do not look at the conflict as a “win or lose” situation

Your focus should be on what's best for everyone