ENG 412 Professional English

COMMUNICATION

The Process of Communication

Effective communication exists between two people when the receiver interprets and understands the sender’s message in the way the speaker intended.

Getting your message across

Andrew: Hi John, how are you?

John: Fine thanks, Andrew.

Andrew: (thinks John has made a special effort with his appearance today and thinks he should make a comment about it)

You’re certainly looking very smart today, John!

John: (Is he saying that normally I don’t wear smart enough clothes? Huh! He spends a lot of money on his clothes, but usually manages to spill his lunch on his shirt and tie every day!)

Get lost!

Did effective communication take place?

Some Facts about Communication

Misunderstanding is the rule, not the exception

Partners in a conversation achieve about 25 to 50% accuracy in really understanding each other

Most people do not even recognize that there is a problem

Why do you need good communication skills?

Job placement Job performance Career advancement Success in the new world of work

What are the Benefits of Effective Communication?

Faster decision making and problem solving

Earlier warning of potential problems

Improved productivity Stronger business relationships

What are the Characteristics of Effective Messages?

Practical information Factual information Concise, efficient information Clear expectations and

responsibilities Persuasive arguments and

recommendations

Organizational Communication

Internal communication External communication Formal communication Informal communication

Internal Communication

Formal communication - Upward - Downward - Horizontal Informal communication network - The grapevine - Unofficial lines of power

External Communication

Formal contacts - Marketing - Public relations Informal contacts - Industry gatherings - Social networking

What Employers Expect from You

Organizing ideas and information well

Expressing/presenting ideas well Listening to others effectively Communicating effectively with

people from different backgrounds

What Employers Expect from You

Using communication technologies effectively and efficiently

Communicating in a manner that reflects good business etiquette

Communicating ethically

Why is Business Communication Unique?

Globalization and diversity Information value Importance of technology Reliance on teamwork New corporate structures

The Process of Communication

How may the sender encode amessage?

Verbally or nonverbally. By speaking,writing, gesturing.

What kinds of channels carrymessages?

Letters, e-mail, memos, TV,telephone, voice, body. Others?

How does a receiver decode amessage?

Hearing, reading, observing.

When is communication successful? When a message is understood as thesender intended it to be.

How can a communicator provide forfeedback?

Ask questions, watch responses,don’t dominate the exchange.

How to Communicate More Effectively

Understand the communication process

Minimize distractions Adopt a receiver-centred approach Improve your communication skills Give constructive, not destructive

feedback Be sensitive to business etiqette

A Quote

When people talk, listen completely. Most people never listen.

Ernest Hemingway

Tips for Becoming anActive Listener

Stop talking. Establish a receptive mind-set. Listen for main points. Listen between the lines. Judge ideas, not appearances Take selective notes Provide feedback Use nonverbal communication effectively

Common Listening Problems

We let our attention wander We miss the real point We make assumptions We let our emotions interfere We think ahead and miss what’s

being said right now

Nonverbal Communication

The eyes, face, and body send silent messages. Eye contact Facial expression Posture and gestures

Appearance sends silent messages. Appearance of business documents Appearance of people

Tips for Improving Your Nonverbal Skills

Establish and maintain eye contact. Use posture to show interest. Appreciate the power of appearance Associate with people from diverse

cultures Film yourself Get friends and family to help

Characteristics of effective communication

Provide practical information Give facts rather than impressions Clarify and condense information State precise responsibilities Persuade others and offer

recommendations.

Cultural Awareness 1

You’re getting tired of the subject being discussed and want to move on to a new topic. You ask your Australian colleague, “Can we table this for a while?” You are very surprised when he continues to discuss the same issue. What’s the problem?

Cultural Awareness 2

You are going to meet a new contact in Germany. You are only five minutes late for the meeting, so knock on his door, walk straight in and sit down. Then you put your hand out and say, “Good morning, Hans, it’s nice to meet you.” You cannot understand his cold response. What’s the problem?

Cultural Awareness 3

Your meeting with your Japanese counterpart went much better than you expected. She agreed with almost everything you proposed. When you give the good news to your boss, he doesn’t appear very excited. What’s the problem?

Cultural Awareness 4

After several exhausting and expensive trips to China, you’ve finally signed the agreement. However, two weeks later, your Chinese partners are asking for certain key parts of the agreement to be changed. What’s the problem?