Business Communication

COMMUNICATIONTue AYDIN

COMMUNICATION

Communication is the process of sending and receiving messages between parties

Basic Model Of Communication

THE NATURE OF COMMUNICATION1-Senders and Receivers 2-Transmitters and Receptor3-Messages and Channels 4-Decoding, Meaning, and Encoding5-Feedback

Senders & Receivers

Each have goals and objectives The sender may want to change the receivers 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

Feedback

is the process by which the receiver reacts to the senders message

It is necessary to let the sender know that the message was actually received,encoded, 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 (contd)

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

VERBAL AND NONVERBAL MESSAGESBasic 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.

Faade 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.

55 adjectives used to describe the participant

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

BARRIERS FOR EFFECTIVE COMMUNICATIONAye Bilge AKIR

Tangible DifferencesGenderAgeRaceNational or Cultural OriginSocioeconomic ClassEducation LevelUrban or Rural Residence

GENDER Major influence on the way we communicate with others. When men and women work together in a group, men tend to be more assertive and self-confident. Women are more likely than men to express their emotions, to reveal how they feel about a situation.

AGEYoung people and old people communicate in different ways. We do tend to judge a statement by different standards if we know the speakers age. A persons age or gender is not important in judging the truth or wisdom of what that person says .

Their maturity, their educational backgrounds, and the different eras in which they grew up make a Generation Gap inevitable.

Intangible DifferencesPerceptionMotivationTunnel VisionEgoDefensivenessNegativeEmotions

PERCEPTIONOur 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 Perception

Mother:Will you straighten up your room?Teenager:Why? Whats messy?

Selective PerceptionAllows us not only to block out things that are there, but also to see more things than are there.

Leads us to make our own reality!

Most clearly seen in the human tendency to stereotype others.

MOTIVATION The most strongest motivations are those that are most personal. We are motivated by money, fame, power, love, status, security, skill, ambition...etc It can be both positive or negative.A Motive is a Reason For Action!

TUNNEL VISIONThe person with tunnel vision is one who has firmly fixed ideas The opposite side is open-mindedness Person with tunnel vision has attitude seems to say; Ive already made up my mind, Dont confuse me with the facts!!!

A closed way of thinking, especially about abstract topics, such as religion and politics.

EGO DEFENSIVENESS A self-centered communication

More than just being selfish A response pattern in which a person who follows this pattern sees a disagreement as a personal attact .

NEGATIVE EMOTIONS Almost always obstacles to good communication! Especially true if the emotion isuncontrolled, unfocused, or misdirected.

DISTORTION BARRIERS

Distractions Semantic Problems Absence Of FeedbackClimate Status And Power Differences

DistractionsIt occurs where peopleare constantly comingin and leaving for onereason or another, andexperinced thefrustration that iscreated by thisdistracting traffic flow.

Semantic Problems Distortion in communication comes from semantics- the use of words or expressions which have a different meaning for the sender or receiver.

Created when communicators use technical jargon- usage common to a particular field or specialization.

Status And Power Differences Differences incommunications arelikely to parallel thedifferences in power.

Imbalance or asymmetryin 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 COMMUNICATIONRecognize that you dont 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 EFFECTIVENESS IN NEGOTIATION QUESTIONINGFor clarifyingcommunications, andeliminating noise anddistortion .

ACTIVE LISTENING / REFLECTING

ROLE REVERSAL Understand the othersposition by activelyarguing his position tohis satisfaction.

BUSINESS COMMUNICATIONAyen ERKILI

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 Responsibility

They should serve as;

Interpreter Humanizer Promoter

Communication SkillsListeningWritingInterviewingGroup discussionInterpersonal communicationPublic speakingNonverbal communicationProblem solvingTelephone communication

Communication EthicsCommunication ethics is the consideration of the rightness of wrongness of a given communication act.

Communication Networks

Communication Networks(contd)Line networks normally involve superior-subordinate relationships.

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

Formal NetworksFormal 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

Informal NetworksInformal 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 ControlThe 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.

Information Flow in Business Organizations (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.

Information Flow in Business OrganizationsOrganizational 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.

Thanks For Attendance!!!