Business communication

COMMUNICATION

Tuğçe AYDINTuğçe AYDIN

COMMUNICATIONCommunication is the process of sending and

receiving messages between parties

Basic Model Of Communication

THE NATURE OF COMMUNICATION

1-Senders and Receivers 2-Transmitters and Receptor3-Messages and Channels 4-Decoding, Meaning, and Encoding5-Feedback

Senders & ReceiversEach have goals and objectives The sender may want to change the

receiver’s mind The receiver may not want to have his

mind changed

Transmitters and Receptors is the equipment by which

information is sent

Information can be sent verbally and nonverbally

Messages and Channels are the vehicles by which information

is communicated.

direct expressions symbolic representations

Decoding, Meaning, and Encoding Decoding is the process of translating messages

from their symbolic form into interpretations that can be understood.

Meanings are the facts, ideas, feelings, reactions, or thoughts that exist whitin individuals, and act as a set of “filters” through which the decoded messages are interpreted.

Encoding is the process by which messages are put into symbolic form

Feedbackis the process by which the receiver

“reacts” to the sender’s message

It is necessary to let the sender know that the message was

(a) actually received,(b) encoded, (c) ascribed with the same meaning that the

sender intended

BASIC PRINCIPLES OF COMMUNICATION

It is impossible to avoid communicating

Communication is largely nonverbal Context affects communication Meanings are in people, not in words

BASIC PRINCIPLES OF COMMUNICATION (cont’d)

Communication is irreversibleNoise affects communicationCommunication is circularCreating common goal is essentialCommunication has effects

VERBAL AND NONVERBAL MESSAGES

Basic ways in which people send and receive messages

Verbal MessagesMessages sent verbally are messsages

expressed in words

The science of semantics

Nonverbal Messages About 65 percent of the meanings people

get from a communication

VoicePhysical MovementsSpace

“your lips tell me ‘no,no’ but there is ‘yes,yes’ in your eyes”

ADAPTING MESSSAGES TO PURPOSE AND AUDIENCE

increase the probabilty that communication will be successful

LanguageFormatStyle

Language

Appropriate language is the language that has been adapted to the

receiver while retaining a naturalness with respect to the sender

Format

Depends on the receiver (audience) and on the purpose.

Style

Formal/informal,

Simple/complex,

Natural/flamboyant

JOHARI WINDOW

Arena Adjectives selected by both the

participant and his or her peers

Represents traits of the participant of which both they and their peers are aware.

“I know my name, and so do you.”

Façade

Adjectives selected only by the participant, but not by any of their peers

Represents information about the participant of which their peers are unaware

“I have not told you, what one of my favorite ice cream flavors is.”

Blind Spot Adjectives that are not selected by

the participant but only by their peers

“we could be eating at a restaurant, and I may have unknowingly gotten

some food on my face. This information is in my blind quadrant

because you can see it, but I cannot.”

Unknown Adjectives which were not selected

by either the participant or their peers

“I may disclose a dream that I had, and as we both attempt to

understand its significance, a new awareness may emerge, known to

neither of us before the conversation took place.”

able accepting adaptable bold brave calm caring cheerful clever complex confident

dependable dignified energetic extroverted friendly giving happy helpful idealistic independent ingenious

intelligent introverted kind knowledgeable logical loving mature modest nervous observant organized

patient powerful proud quiet reflective relaxed religious responsive searching self-assertive self-conscious

sensible sentimental shy silly spontaneous sympathetic tense trustworthy warm wise witty

55 adjectives used to describe the participant

BARRIERS FOR EFFECTIVE BARRIERS FOR EFFECTIVE COMMUNICATIONCOMMUNICATION

Ayşe Bilge ÇAKIRAyşe Bilge ÇAKIR

Tangible DifferencesTangible DifferencesGenderGenderAgeAgeRaceRaceNational or Cultural National or Cultural

OriginOriginSocioeconomic ClassSocioeconomic ClassEducation LevelEducation LevelUrban or Rural Urban or Rural

ResidenceResidence

GENDERGENDER Major influence on the way we Major influence on the way we

communicate with others.communicate with others. When men and women work together in When men and women work together in

a group, men tend to be more assertive a group, men tend to be more assertive and self-confident.and self-confident.

Women are more likely than men to Women are more likely than men to express their emotions, to reveal how express their emotions, to reveal how they feel about a situation.they feel about a situation.

AGEAGE

YYoung people and old people communicate oung people and old people communicate in different waysin different ways. .

WWe do tend to judge a statement by e do tend to judge a statement by different standards if we know the different standards if we know the speaker’s agespeaker’s age..

AA person’s age or person’s age or gendergender is not is not important in judging the truth or important in judging the truth or wisdom of what that person sayswisdom of what that person says ..

Their maturity, their educational Their maturity, their educational backgrounds, and the different eras in backgrounds, and the different eras in which they grew up make a which they grew up make a GGeneration eneration GGapap inevitable inevitable..

Intangible DifferencesIntangible Differences

PerceptionPerceptionMotivationMotivationTunnel VisionTunnel VisionEgoEgoDefensivenessDefensivenessNegativeNegativeEmotionsEmotions

PERCEPTIONPERCEPTIONOur physical limitations are a

screen through which we perceive things that exist in our environment.

Our perception is also limited by psychological screens that we have developed.

Choosing from among the many things within our range of perception those that we will notice, and block out the rest is called ““Selective PerceptionSelective Perception””

Mother: Will you straighten up your room?Teenager: Why? What’s messy?

Selective PerceptionSelective Perception AAllows us not only to block out things llows us not only to block out things

that are there, but also to see more that are there, but also to see more things than are there. things than are there.

Leads us to Leads us to make our own reality!make our own reality!

MMost clearly seen in the human ost clearly seen in the human tendency to stereotype otherstendency to stereotype others. .

MOTIVATIONMOTIVATIONA Motive is a A Motive is a

Reason For Reason For Action!Action!

The most strongest motivations The most strongest motivations are those that are most personal. are those that are most personal.

We are motivated by money, fame, We are motivated by money, fame, power, love, status, security, skill, power, love, status, security, skill, ambitionambition...etc...etc

It can be both positive or negativeIt can be both positive or negative.

TUNNEL VISIONTUNNEL VISIONA A closed way of thinking, especially closed way of thinking, especially

aboutabout abstract topics, such as abstract topics, such as religion andreligion and politicspolitics.

The person with tunnel vision is one who The person with tunnel vision is one who has firmly fixed ideashas firmly fixed ideas

The opposite side is The opposite side is open-mindednessopen-mindedness PersonPerson with tunnel vision with tunnel vision hashas attitude attitude

seems to say; “I’ve already made up my seems to say; “I’ve already made up my mind, Don’t confuse me with the facts!!!”mind, Don’t confuse me with the facts!!!”

EGO DEFENSIVENESSEGO DEFENSIVENESS AA response pattern in which a person response pattern in which a person

who follows this pattern sees a who follows this pattern sees a disagreement as a personaldisagreement as a personal

attactattact . .

A self-centered communication

More than just being selfish

NEGATIVE EMOTIONS Almost always obstacles to good

communication! Especially true if the emotion isuncontrolled, unfocused, or

misdirected.

DISTORTION BARRIERS

1.1. DDiistractstractiionsons 2.2. SemantSemantiic Problemsc Problems 3.3. AbsenAbsencce Of Feedbacke Of Feedback4.4. ClCliimatemate 5.5. Status And Power DStatus And Power Diifferencesfferences

DDiistractstractiionsonsIt occurs It occurs where peoplewhere peopleaarere c constantlyonstantly comingcomingin andin and leaving for oneleaving for onereason orreason or another, andanother, andeexperincedxperinced thethefrustration thatfrustration that isiscreated by thiscreated by thisddistractingistracting traffic flowtraffic flow.

Semantic Problems

DDistortion in communication comes istortion in communication comes from semantics- the use of words from semantics- the use of words or expor expresressions which have a sions which have a different meaning for the sender different meaning for the sender or receiveror receiver.

CCreated when communicators use reated when communicators use technical jargon- usage common to technical jargon- usage common to a particular field or specializationa particular field or specialization..

Status And Power Differences Differences in

communications arelikely to parallel thedifferences in power.

Imbalance or asymmetry

in negotiating powerleads the high powerparty to performsignificantly better thanthe low power party.

GUIDELINES FOR EFFECTIVE COMMUNICATION

℘Be Exact ℘Use the word “is” carefully ℘Avoid Overgeneralization ℘Be sensitive to connotative

meaning ℘Do not to overuse you or your ℘Count from 1 to 10

GUIDELINES FOR EFFECTIVE COMMUNICATION

℘Recognize that you don’t know all the answers to all questions

℘Always remember that what others may not mean the way we think they mean it

℘Focus on common interests rather than differences

℘Think positive

IMPROVING COMMUNICATION IMPROVING COMMUNICATION EFFECTIVENESS IN EFFECTIVENESS IN

NEGOTIATIONNEGOTIATION ♣QUESTIONINGFor clarifyingcommunications, andeliminating noise anddistortion .

♣ACTIVE LISTENING / REFLECTING

♣ROLE REVERSAL Understand the other’sposition by activelyarguing his position tohis satisfaction.

Ayşen ERKILIÇ

BUSINESS COMMUNICATION

What is “Business Communication”?

sending and receiving of

messages in an organization

Intentional

Unintentional

Characteristics of Business Communication

Complex, Competitive, Group oriented, Task oriented, Data based .

Carter and Huzan(1981), studied the nature of a business

Telephone People-to-people communication Typing People-to-paper communication Copying Paper-to-paper transfer Storing Paper-to-file transfer Information retrieval Files-to-people transfer

Employees ResponsibilityThey should serve as;

Interpreter Humanizer Promoter

Communication SkillsListeningWritingInterviewingGroup discussionInterpersonal communicationPublic speakingNonverbal communicationProblem solvingTelephone communication

Communication Ethics

Communication ethics is the consideration of

the rightness of wrongness of a given communication act.

CEO

Vice-President,AuxiliaryServices

Vice-President,Research and Development

Vice-President,ManufacturingEngineering

Vice-President,Sales

Marketing

Vice-President,ServicesTechnicalAssistance

Maintenance

Supplies

Productiondevelopment

Productrefinement

Personal computers

XT computers

AT Computers

CRX 1000PC

CRX 2000XT

CRX 3000AT

Individualcustomers

Business applications

Communication Networks

Line networks normally involve superior-subordinate relationships.

Staff relationships between the members of an organization are most often advisory in nature.

Communication Networks(cont’d)

Formal Networks Formal networks are legitimate and

often indicated by an organization chart that displays who answers to whom.

Formal networks indicate a unity of command.

Formal communication networks contain more of the written, predictable, and routine communications

CEO

Vice-President,AuxiliaryServices

Vice-President,Research and Development

Vice-President,ManufacturingEngineering

Vice-President,Sales

Marketing

Vice-President,ServicesTechnicalAssistance

Maintenance

Supplies

Productiondevelopment

Productrefinement

Personal computers

XT computers

AT Computers

CRX 1000PC

CRX 2000XT

CRX 3000AT

Individualcustomers

Business applications

Informal Networks Informal networks are unofficial

channels through which information passes in an organization.

Informal networks are faster, richer, and often more accurate, and communication is more likely to be face-to-face.

Span Of Control

The smaller the span of control, the more

communication access each employee will have

to the supervisor.

GrapevinesConrad (1990); “Because using formal communication

networks takes so much time and effort, people may have choose to not communicate at all if they have no formal channels available.

Even ‘gossip’ and ‘rumors’ usually provide accurate information”. Such networks are called grapevines.

CEO

Division Manager

Department Head

Department Head

Department Head

Department Head

Department Head

Department Head

Department Head

Department Head

Department Head

Division Manager

Division Manager

(a)

CEO

Manager

Manager

Manager

Manager

Manager

Manager

Manager

Manager

Manager

Manager

Manager

(b)

(a) Tall Organization structure

(b) Flat Organization structure

Information Flow in Business Organizations


Downward communication occurs when a manager or supervisor sends a message to one or more subordinates.

Upward communication occurs when messages flow from subordinates to managers or from supervisors to executives.

Horizontal communication occurs between people at the same level, or between people at corresponding levels in different divisions.


Organizational theorists Tannenbaum and Schmidt, displays the range of

communication styles The more you control, the less you

involve; The more you involve, the less you

control.

Instructing, explaining.Instructing, explaining.

Do not need your Do not need your audience’s audience’s opinions. opinions.

persuading persuading

You want your audience You want your audience to do something to do something

different different

Conferring, you want to Conferring, you want to learn from them yet learn from them yet

the control the the control the interaction interaction somewhat somewhat

Collaborating,you and Collaborating,you and your audience are your audience are

working together to working together to come up with the come up with the

content content

Thanks For Attendance…!!!