ppt on stageBusiness communication fear yadu........

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BUSINESS BUSINESS COMMUNICATIONSCOMMUNICATIONS

Thuyduong NguyenThuyduong Nguyen

BISM 3200-02BISM 3200-02

February 28, 2003February 28, 2003

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Business Business CommunicationCommunication

• Studies have found that people spend 70 to Studies have found that people spend 70 to 85 percent of their work time deliberately 85 percent of their work time deliberately communicating through writing, reading, communicating through writing, reading, speaking, and listening.speaking, and listening.

• Communication is the lifeblood of any Communication is the lifeblood of any organization.organization.

• In an organization, people communicate in In an organization, people communicate in many ways.many ways.

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Organization Organization CommunicationCommunication

• Face-to-face Face-to-face communication takes communication takes place during one-on-place during one-on-one discussions, in one discussions, in formal groups, and formal groups, and during meetings.during meetings.

• Face-to-face Face-to-face communication is the communication is the most effective form of most effective form of communication.communication.

• Both nonverbal cues and Both nonverbal cues and verbal communication verbal communication supply immediate feedback.supply immediate feedback.

• Individuals also Individuals also communicate orally on the communicate orally on the phone and during phone and during presentations, and in writing presentations, and in writing using desktop computers or using desktop computers or terminals to compose letters, terminals to compose letters, memos, and reports.memos, and reports.

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The Communication The Communication ProcessProcess

• The communication process includes: The communication process includes: sender or encoder, receiver or decoder, sender or encoder, receiver or decoder, message, channel or medium, feedback, and message, channel or medium, feedback, and environment.environment.

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The Communication The Communication ProcessProcess

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The Communication The Communication ProcessProcess

• Sender or EncoderSender or Encoder

– The sender initiates a communication-and The sender initiates a communication-and determines the intent of the message, how to determines the intent of the message, how to send it, and what if any response is required.send it, and what if any response is required.

– The sender bears the burden in this process, The sender bears the burden in this process, communicating not only the content of the communicating not only the content of the message, but information about history and message, but information about history and attitude toward the receivers as well.attitude toward the receivers as well.

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The Communication The Communication ProcessProcess

• Receiver or DecoderReceiver or Decoder– Receivers comprise the target audience of a message Receivers comprise the target audience of a message

transmitted by the sender.transmitted by the sender.

– The message the sender encodes may not be the The message the sender encodes may not be the message received.message received.

– Receivers interpret messages based upon their frame of Receivers interpret messages based upon their frame of reference: includes their life experiences, their cultural reference: includes their life experiences, their cultural background, and the values and beliefs they hold. background, and the values and beliefs they hold.

– Feedback may help to prevent misunderstandings.Feedback may help to prevent misunderstandings.

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Receiver or DecoderReceiver or Decoder

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The Communication The Communication ProcessProcess

• MessageMessage

– Contains ideas expressed to other individualsContains ideas expressed to other individuals– Messages generally take one or more of three Messages generally take one or more of three

forms: forms: informative, persuasive, and actuative.informative, persuasive, and actuative.

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The Communication The Communication ProcessProcess

• Channel or MediumChannel or Medium– The channel conveys the message to the The channel conveys the message to the

receiver, either verbally and face-to-face, or in receiver, either verbally and face-to-face, or in another mediated fashion.another mediated fashion.

– The medium can impact the message positively The medium can impact the message positively or negatively, so the sender must choose the or negatively, so the sender must choose the best medium for assuring effective best medium for assuring effective communication.communication.

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The Communication The Communication ProcessProcess

• FeedbackFeedback

– Reports back to the sender that the receiver, the Reports back to the sender that the receiver, the decoder, received and understood the message.decoder, received and understood the message.

– Feedback makes communication a two-way Feedback makes communication a two-way process, allowing the sender to become a process, allowing the sender to become a receiver and vice versa.receiver and vice versa.

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Tips for Improving Tips for Improving FeedbackFeedback

• Feedback should occur Feedback should occur immediatelyimmediately

• Supervisory feedback Supervisory feedback should complement should complement work-related behaviorwork-related behavior

• Positive feedback Positive feedback produces the best produces the best results, but neg. results, but neg. feedback can be better feedback can be better than no feedbackthan no feedback

• Verbal feedback Verbal feedback should accompany and should accompany and support or verify support or verify nonverbal signalsnonverbal signals

• Workers remember Workers remember what they hear first what they hear first and last in a messageand last in a message

• Feedback allows us to Feedback allows us to learn how people think learn how people think and feel about thingsand feel about things

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The Communication The Communication ProcessProcess

• EnvironmentEnvironment– The environment in which the communication The environment in which the communication

process occurs may influence the probability of process occurs may influence the probability of success or failuresuccess or failure

– This environment includes room color, This environment includes room color, temperature, lighting, furniture, and timing, as temperature, lighting, furniture, and timing, as well as organizational climate and superior-well as organizational climate and superior-subordinate and peer relationships.subordinate and peer relationships.

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Causes of Causes of MiscommunicationMiscommunication

• InferencesInferences• Word-meaning confusionWord-meaning confusion• Differing perceptionsDiffering perceptions• Information overload and timingInformation overload and timing• Nonverbal messagesNonverbal messages• NoiseNoise• ListeningListening• Intercultural differencesIntercultural differences

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InferencesInferences• Draw a conclusion based Draw a conclusion based

on factson facts• As a communicator, you As a communicator, you

must be conscious of the must be conscious of the inferences you make. inferences you make. Be Be careful to label your careful to label your inferences.inferences.

• Your audience must be able Your audience must be able to distinguish between what to distinguish between what you know and what you you know and what you think, assume, believe, or think, assume, believe, or judge to be truejudge to be true

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Inferences ExampleInferences Example

• The sun shines brightly today.The sun shines brightly today.– Contains fact because you can easily verify it by Contains fact because you can easily verify it by

looking out the window.looking out the window.

• The sun shines here, therefore, it shines The sun shines here, therefore, it shines 50 miles north of here.50 miles north of here.– This is an inferences statement, involves This is an inferences statement, involves

drawing conclusion based on more than what drawing conclusion based on more than what you observe.you observe.

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Word-Meaning Word-Meaning ConfusionConfusion

• When a sender and receiver When a sender and receiver give the same word different give the same word different meanings or give different meanings or give different words the same meaning.words the same meaning.

• Words have both denotative Words have both denotative and connotative meaningsand connotative meanings

• To avoid a similar word-To avoid a similar word-meaning confusion, consider meaning confusion, consider the person with whom you the person with whom you communicate, ask questions, communicate, ask questions, and paraphrases important and paraphrases important statements.statements.

• ExampleExample– If you look up the word If you look up the word

ill ill in the dictionary, in the dictionary, you probably would you probably would find a definition find a definition meaning sick, but in meaning sick, but in the southern region of the southern region of the United States, the United States, illill could refer to a could refer to a misbehaving child.misbehaving child.

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Differing PerceptionsDiffering Perceptions

• Your perceptions provide Your perceptions provide your view of reality, but they your view of reality, but they depend on how you interpret depend on how you interpret what you see and hearwhat you see and hear

• Perceptions are influenced by Perceptions are influenced by a variety of factors include a variety of factors include personal background, personal background, education, age, and education, age, and experiencesexperiences

• 2 categories of perception: 2 categories of perception: sensory perception and sensory perception and normative perceptionnormative perception

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Information Overload Information Overload & Timing& Timing

• Advance technology has made it easy to send a Advance technology has made it easy to send a fax, make a copy, or print a reportfax, make a copy, or print a report

• Unfortunately you have only a limited capacity to Unfortunately you have only a limited capacity to handle and process this communication. Because handle and process this communication. Because so much info must be processed, some of it gets so much info must be processed, some of it gets lost.lost.

• You can prevent such information loss by You can prevent such information loss by becoming concerned more with the becoming concerned more with the quality quality of your of your communication than with its quantity.communication than with its quantity.

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Information Overload Information Overload & Timing& Timing

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Information Overload Information Overload & Timing& Timing

• When communicating with employees, whether When communicating with employees, whether face to face or over the telephone, effective face to face or over the telephone, effective communicators always check with their timing.communicators always check with their timing.

• If an individual rules in, interrupts, and demands If an individual rules in, interrupts, and demands time, the receiver may feign listening or listen time, the receiver may feign listening or listen halfheartedlyhalfheartedly

• This behavior could costly to an organization if its This behavior could costly to an organization if its results in miscommunication and wrong action.results in miscommunication and wrong action.

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Nonverbal MessagesNonverbal Messages

• Senders sometimes forget Senders sometimes forget the importance of nonverbal the importance of nonverbal messages, but, as a messages, but, as a communicator, you should communicator, you should pay careful attention to the pay careful attention to the nonverbal communication nonverbal communication of the sender and listen for of the sender and listen for the message “between the the message “between the line.”line.”

• When assessing nonverbal When assessing nonverbal messages, you should be messages, you should be careful not to place too careful not to place too much importance on a much importance on a single, isolated nonverbal single, isolated nonverbal behavior; instead, look for behavior; instead, look for several nonverbal cues. several nonverbal cues.

• Nonverbal actions provide Nonverbal actions provide a key to a person’s true a key to a person’s true feelings and attitudes.feelings and attitudes.

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NoisesNoises• Noise can be interfere with every aspect of the Noise can be interfere with every aspect of the

communication process. Noise may be external or communication process. Noise may be external or internalinternal

• External Noise: comes from you surroundingsExternal Noise: comes from you surroundings– Phone line crackling with staticPhone line crackling with static– A telephone ringing or a co-worker laughing in a A telephone ringing or a co-worker laughing in a

cubical next to youcubical next to you

• Internal noise: comes from withinInternal noise: comes from within– Such factors as dislike of your receiverSuch factors as dislike of your receiver– Distraction by another problemDistraction by another problem– Prejudice against a personPrejudice against a person

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ListeningListening

• Without training, a listener retains only 25% of Without training, a listener retains only 25% of what he or she hears.what he or she hears.

• Based on Hamilton and Kleiner: when eyes Based on Hamilton and Kleiner: when eyes wander, your retention of what has been said is wander, your retention of what has been said is affected.affected.

• If you focus too hard on little facts, you can miss If you focus too hard on little facts, you can miss the overall message. the overall message.

• If you assume the speaker or subject to be If you assume the speaker or subject to be uninteresting, you may miss outuninteresting, you may miss out

• If you pretend to listen, you may get caughtIf you pretend to listen, you may get caught

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ListeningListening

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Listening GuidelinesListening Guidelines

• Look at the person speaking to show interestLook at the person speaking to show interest• Ask questions to help clarify what the speaker saidAsk questions to help clarify what the speaker said• Don’t interrupt the speaker without reasonDon’t interrupt the speaker without reason• Don’t change the subject, because the speaker may Don’t change the subject, because the speaker may

have no thoughts on the new subjecthave no thoughts on the new subject• Control your emotions about the subject matterControl your emotions about the subject matter• Be responsive and let the speaker know he or she Be responsive and let the speaker know he or she

has communicated effectivelyhas communicated effectively

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ListeningListening

• Another listening barrier occurs because we have Another listening barrier occurs because we have different rates of listening and speaking.different rates of listening and speaking.

• Speakers generally talk at about 125 to 150 words Speakers generally talk at about 125 to 150 words a minute, while receivers can listen to about 400 to a minute, while receivers can listen to about 400 to 500 words per minute.500 words per minute.

• Receivers must work at listening and try to avoid Receivers must work at listening and try to avoid becoming distractedbecoming distracted

• To be an effective managers, you must be an To be an effective managers, you must be an effective listenereffective listener

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ListeningListening• Longenecker and Liverpool theory of behaviors displaying poor Longenecker and Liverpool theory of behaviors displaying poor

listening skillslistening skills– Looking out the window or at your watch while someone Looking out the window or at your watch while someone

talkstalks– Continuing to work during the conversationContinuing to work during the conversation– Appearing rushed during a conversationAppearing rushed during a conversation– Walking away from a person who is speakingWalking away from a person who is speaking– Continuing playing with pens, papers, and other itemsContinuing playing with pens, papers, and other items– Finishing another person’s sentencesFinishing another person’s sentences– Answering incoming phone callsAnswering incoming phone calls– Inserting humorous remarks in response to serious problems Inserting humorous remarks in response to serious problems – And looking at a person other than the individual speakingAnd looking at a person other than the individual speaking

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Steps to become a Steps to become a better listenerbetter listener

• Identifying your shortcomingIdentifying your shortcoming• Postpone the meeting if you don’t have timePostpone the meeting if you don’t have time• Show the employee you want to listenShow the employee you want to listen• Do not prejudice the employeeDo not prejudice the employee• Empathize with the employeeEmpathize with the employee• Be patient with the employeeBe patient with the employee• Resist arguments and criticismsResist arguments and criticisms• Ask questions and show understandingAsk questions and show understanding

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Intercultural Intercultural DifferencesDifferences

• Individuals from different cultures bring different Individuals from different cultures bring different perceptions, value systems, and languages to the perceptions, value systems, and languages to the workplaceworkplace

• To be successful in business dealings, you must be To be successful in business dealings, you must be aware of and sensitive to cultural differences, use aware of and sensitive to cultural differences, use appropriate language, correctly interpret nonverbal appropriate language, correctly interpret nonverbal communication, and value individual and cultural communication, and value individual and cultural differencesdifferences

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Being Aware and Being Aware and SensitiveSensitive

• Be aware that an Be aware that an individual’s individual’s background and background and experience can impact experience can impact his or her his or her interpretation and interpretation and perception of a perception of a messagemessage

• Check to see if you have Check to see if you have any hidden biases and see any hidden biases and see if you have formed an if you have formed an opinion about how people opinion about how people of a certain sex, religion, of a certain sex, religion, or race appear, think, and or race appear, think, and act based simply on their act based simply on their belonging to particular belonging to particular groupgroup

• Try to avoid stereotyping Try to avoid stereotyping and the use of sexist, and the use of sexist, racist, or ethnic remarksracist, or ethnic remarks

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Using Appropriate Using Appropriate LanguageLanguage

• The same word may The same word may mean different things mean different things to people from other to people from other countriescountries

• Some words may Some words may have different have different meanings in other meanings in other languageslanguages

• Use feedback to Use feedback to clarify your messageclarify your message

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Interpreting Nonverbal Interpreting Nonverbal CommunicationCommunication

• Almost about 70% of our communication occurs Almost about 70% of our communication occurs nonverbally and each culture interprets and nonverbally and each culture interprets and displays body language differentlydisplays body language differently

• Certain nonverbal signs can be clues that the Certain nonverbal signs can be clues that the receiver does not understand and is trying to save receiver does not understand and is trying to save faceface

• The body language may tell you what the words The body language may tell you what the words don’tdon’t

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Valuing DifferencesValuing Differences

• As an effective communicator, you must As an effective communicator, you must learn to value, appreciate, and accept learn to value, appreciate, and accept individual differencesindividual differences

• Approximately 49.5 percent of new workers Approximately 49.5 percent of new workers are expected to be women, while people of are expected to be women, while people of color will comprise 34.7 percent.color will comprise 34.7 percent.

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Questions?Questions?