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8/3/2019 Ch 2 Understanding Business Communication New
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Ch. 2 UnderstandingCh. 2 Understanding
Business CommunicationBusiness CommunicationQUOTE OF THE WEEKQUOTE OF THE WEEK
It is easier to go down the hill. But the view is from the top.It is easier to go down the hill. But the view is from the top.
The Basic Forms of CommunicationThe Basic Forms of CommunicationNonverbal CommunicationNonverbal Communication
The process of communicating without wordsThe process of communicating without words
Cues, gestures, vocal qualities (stress, intonation), spatialCues, gestures, vocal qualities (stress, intonation), spatialrelationships, and attitude towards timerelationships, and attitude towards time
Long before human beings used words, our ancestorsLong before human beings used words, our ancestorscommunicated nonverballycommunicated nonverbally
1. They gritted their teeth to show anger
2. Smiled & touched one another to show affection
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Although we have come a long way, we
still use nonverbal cues
Nonverbal differs from verbal in 2 ways:
1. Less structured difficult to study, no book
We dont know how to teach or how a child
learns it
Mostly universal, but in certain ways varies
from culture to culture2. Spontaneity
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Importance of NonverbalImportance of Nonverbal
CommunicationCommunication
Important when conveying feelings, 93% of emotionalmeaning in an interaction
Of course, the total effect is achieved by blending both
Reliability; detect deception by reading nonverbal cues
It helps interpret underlying intentions
Efficient both for sender & receiver
Communicate a conscious purpose more economically
through nonverbal means more economically (a wave ofhand, a wink etc.)
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Types of Nonverbal Communication
Facial expressions & Eye behavior
Gestures & postures
Vocal characteristics
Personal appearance
Touching behavior
Use of time & spaceVariation with culture & gender
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Verbal CommunicationVerbal Communication
Speaking & Writing (productive skills)
Business people prefer oral communication because it is quicker& more convenient
When speaking or listening you can pick up added meaning fromnonverbal communication
Mere oral Communication has its own limitations. See exampleof Ben & Jerry
Listening & reading (receptive skills) People spend more time to receive information
Most of us generally not good listeners
Even reading is not efficient
Both Listening & reading require that you tune out distractions &focus
Interpret & evaluate
Decide what is important & what is not
To do so, look for main ideas
If you can Discern the structure of the material, you canunderstand
Listening gives you chance to ask question
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The Process of CommunicationThe Process of Communication The sender has an idea
The idea becomes a message through encoding. The message is communicated through a
communication channel (verbal/nonverbal), andmedium (letter, computer, face-to-face etc)
The receiver gets the message and decodes it to
understand. The receiver reacts and sends feedback to sender.
Formulating a message (problems) Indecision about a content
Decide what to include, what to exclude, & what order to follow
If recommend actions, explain why Lack of familiarity with the situation of receiver Analyze type of audience
Difficulty expressing the ideas
Lack of experience, expertise in language
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Overcoming Communication BarriersCommunication barriers exist between people and
within organizations. Noise is a major major barrier.
Communication Barriers between people Sender & receiver must share similar meanings for words, gestures, tone &
other symbols
Differences in Perception Perception is our individual interpretation of the world around us.
No 2 perceptions of about the world are alike because eachmind absorbs experiences in ones unique/personal way
Perceptual barriers difficult to overcome
Try to predict how your message will be received Shape the message accordingly
Try not to apply the same solution to every problem, but look forsolutions to fit specific problems
Your message should have meaning for audience
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Incorrect Filtering To overcome filtering barriers:
Try to establish more than one communication channel (so that
information can be verified through multiple sources) eliminate as many intermediaries as possible
condense message to bare essentials
Language Problems Code, members of particular community
problems also due to varied interpretation of words: example of cookie,
language is arbitrary. Denotative & connotative meanings
To overcome this barrier, use specific words, which your audience willunderstand. Language that describes rather than evaluates.
Poor listening To overcome listening barriers:
Verify your interpretation of what has been said Empathize with speakers
Resist jumping to conclusions
Ask non-threatening Q, listen without interrupting
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Differing Emotional States
Every message contains content meaning & arelationship meaning between sender & receiver
You may have conflicting emotions about a subject of
your message or its audience
To overcome emotional barriers:
Be aware of your feelings & those of others
Choose neutral words
avoid attitudes, blame and other subjective concepts
be alert to the greater potential for misunderstanding that
accompanies emotional messages
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Differing Backgrounds Communication becomes difficult when receivers life
experience differs from yours
Age, education, gender, social status, economicposition, cultural background, temperament, health,popularity, religion, political belief, and even mood
Cultural & nationality clashes often arise at work
places Misunderstanding not just confined to alien, even best
friends
To overcome differing backgrounds barriers: Avoid projecting your own background or culture
Clarify your own & understand others backgrounds, spheresof knowledge, personalities & perceptions
Dont assume that certain behaviors mean the same thing toeveryone.
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Communication barriers within organizations Business communication a difficult, complex & controversial
affair Distractions
Often limited opportunities for feedback, making it difficult tocorrect misunderstandings
Information overload
Too much information is as bad as too little as it reducesaudiences/readers ability to concentrate on importantmessages
In overload situation people sometimes try to ignore somemessages by delaying responses, or responding inaccurately
To overcome information overload make necessary information
easily available Give information meaning rather than just passing it on, & set
priorities for dealing with the information flow
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Message complexity
Adjust your own ideas & style so that acceptable to
your employer May be asked to write or say something that you
disagree with
Try to turn dry subjects into interesting writings
To overcome barrier of complex messages: Keep them clear & easy to understand
Use strong organization
Tell readers what they should expect
Use concrete & specific language, stick to the point
Get feedback so that you can improve
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Message competition
Communicators are often faced with massages that
compete for attention Variety of interruptions: the phone rings, people
intrude, meetings are called & crises arise
To overcome this, avoid communication with receiver
who doesnt have time for attention Make written messages visually appealing and easy,
& try to deliver them when your receiver has time to
read
Oral messages are most effective
Set aside enough time for messages that you receive
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Differing status Lower status employees may be overly cautious
Higher status people wouldnt discuss details that theythink tends to undermine their authority
Belonging to a particular dept. can narrow your point ofview
To overcome status barrier, keep managers andcolleagues well informed
Be respectful to the opinions of lower status employees
Lack of trust Without trust free & open communication is blocked
To overcome trust barrier, be visible & accessible.
Dont insulate yourself behind assistants & secretaries Share info with colleagues, & include them in decision
making
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Inadequate communication structures
Organizational Communication is affected by
formal restrictions on who may communicate
with whom
Too few formal channels blocks effective C
Strongly centralized, tall structures To overcome structural barriers, allow up,
down & horizontal
Using techniques like employee surveys,
open-door policies, newsletters, memos,emails etc.
Reduce hierarchical levels
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Incorrect choice of medium
Message can be distorted if incorrect
Media richness is the value of a medium in a
given communication situation. Its
determined by mediums ability to:
Convey a message using more than oneinformational cue (visual, verbal, vocal)
Facilitate feedback
Establish a personal focus
Face-to-face C. is the richest mediumbecause it is personal, provides immediate
feedback, both verbal & nonverbal, emotions
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Telephones although allow immediate feedback, they
dont provide visual nonverbal cues
Written media can be personalized throughaddressed memos, letters but the lack immediate
feedback, and nonverbal cues
The leanest media are: impersonal written messages,
such as bulletins, fliers, standard reports
To overcome media barriers: choose the richest
media for non-routine complex messages
Use rich media to extend & humanize your presence
in organization
Use leaner media to communicate simpler routine
messages
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Closed communication climate Authoritative style, tall structure, blocks free Communication
To overcome this, spend more time listening than issuing orders
Encourage employees participation in setting goals, decision making
Unethical communication
Inefficient communication Worthless messages waste time & resources causing information
overload
Reduce messages by thinking twice speed up the process by timely messages, standardized format
Physical distractions Bad connections, poor acoustics, noise, illegible copy
Uncomfortable chair, poor lighting,
Sometimes receivers health, hearing or visual impairment etc.
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How to Improve CommunicationHow to Improve Communication
Five important traits of good communicators:
Perception Precision
Credibility
Control Congeniality
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Create the message carefullyCreate the message carefully
Focus on your audience
Tell at the outset what to expect, purpose & main points
Balance concepts with illustrations, examples
Brief & clear, but develop main ideas adequately
Relation of new ideas with existing ones; it makes newconcepts clear & acceptable
Bring readers attention to an important idea bymentioning, using heading/bold font, by using V Aids.Orally you use body & voice for emphasis
Before concluding, take a moment to review the pointsjust covered, restate purpose and show how main ideasrelate to it. This will help audience remember yourmassage, and simplify a complex document/message
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Minimize NoiseMinimize Noise
Try to eliminate potential sources of interference
Choose proper channel/medium for yourmessage
If written document, make it appealing & easy tocomprehend
Deliver when sure the reader has time to read If oral channel, try to eliminate physical barriers
Quite & comfortable location, adequate lighting,good acoustics, few visual distractions, your own
appearance, direct delivery of message tointended audience because the more the filters,the greater the distortion
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Facilitate FeedbackFacilitate Feedback
Face to face allows immediate feedback while writtendocument
Although useful, it reduces your communication control,communicating with group doesnt allow reacting to
every question Sometimes you may ask specific questions fromaudience, but also encourage audience to expressgeneral reactions
Regardless of channel, encourage people to be open &
tell what they really feel Accept criticism, dont lose temper, try not to act
defensively, instead of repeating again & again, try tofind the source of misunderstanding