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Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous By Cosimo Cannata, I.T.C.G. Piazza Armerina, a.s. 2009-2010
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Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Dec 22, 2015

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Page 1: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Effective Communication for Business

“Human Beings Create theSymbols of Communication, and

Then They Cannot Understand theSymbols They Create.”

Anonymous

By Cosimo Cannata, I.T.C.G. Piazza Armerina, a.s. 2009-2010

Page 2: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Types of Communication

Formal and informal Upward, downward, and

horizontal Spoken and written Electronic

Page 3: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Business Communication Developing excellent

communication skills is absolutely essential to effective leadership.

The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others.

Page 4: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Objectives

Define and give examples of types of communication.

Describe the six functions of nonverbal communication.

Describe and explain the role of the eight types of nonverbal symbols.

Differentiate between formal and informal communication

Page 5: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Basic Communication Model

The sender encodes the message and selects a channel. The receiver decodes the message and uses feedback to respond.

Message

Feedback

Sender

Receiver

Page 6: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Communication Processes

Communication is the exchange of thoughts, messages, or information, by speech, signals, writing, or behaviour between a sender and a receiver.

Page 7: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Types of Communication

Formal and informal Upward, downward, and

horizontal Spoken and written Electronic Non Verbal

Page 8: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Types of Communication

Formal - the official communication that travels through the structured (formal) organization.

Informal (grapevine) - rumours, statements, or reports whose truth any known authority cannot verify and which may not regard the functioning of the organization.

Page 9: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Types of Communication

Upward communication - is the flow of communication from managers to managers.

Downward communication - is the flow of communication from managers to managers or from upper management to middle management or lower management.

Horizontal communication - is the flow of communication moving laterally or at the same level in the organization.

Page 10: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

The Communication Processes

Feedback - a verbal or nonverbal response by a receiver to the sender’s message.

Encoding - selecting words and their order for a message by a sender.

Decoding - the translation of a message by a receiver.

Noise - literally or figuratively, anything that interferes with a message.

Message channel - the conduit or medium that will carry a message from the sender to the receiver.

Page 11: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Thee Communication Processes

FEEDBACKFEEDBACK

SENDER RECEIVER

MESSAGE

NOISE

Page 12: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Message Channel

Face-to-face Face-to-group Telephone Written Third party

Page 13: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Communication Through Technology

E-mailsCell phonesVideo conferencing AIM BloggingInternet (MySpace, Facebook,

and Google) Faxing Text messages

Page 14: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

What Are Words Really Like?

Two communication rules:

❏ Don’t assume/pretend that everyone knows what you are talking about.

❏ Don’t assume/pretend that you know what others are talking about without asking them questions to make certain.

Page 15: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Functions of Nonverbal Communication

Accent- punctuating or drawing attention to a verbal message.

Complement- expressions or gestures that support, but could not replace a verbal message.

Contradict-expressions or gestures that convey a meaning opposite that of a verbal message.

Page 16: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Use of various signs in non verbal communication

Page 17: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Functions of Nonverbal Communication

Regulate- expressions or gestures that control the pace or flow of communication.

Repeat- a gesture or expression that can be used alone to send the same meaning as a verbal message.

Substitute- a nonverbal cue that replaces a verbal message.

Page 18: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Types of Nonverbal Symbols

The eyes The face and head Gestures Touch Posture Territory Walking Status symbols

Page 19: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Gestures and Postures

Positive Gestures• Open Palms

• Eye-to-eye confrontation

• Smile• Equal Handshake

Postures• Standing position

• Walking style• Hand Movements

Page 20: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Summary

Definition of nonverbal communication.

Describe the six functions of nonverbal communication.

Describe and explain the role of the eight types of nonverbal symbols.

Differentiate between formal and informal communication.

Page 21: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Objectives

Identify and describe 14 barriers to communication.

Explain the importance of listening and identify methods to improve listening.

Describe methods to break down communication barriers.

Page 22: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Barriers to Effective Communication Lying ❏ Facial indicators ❏ General indicators Perceptions Over-eagerness to respond Closed words Judging Credibility gap Noise

Page 23: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Barriers to Effective Communication

Wasting the thought-speech differential (Perdita rapporto)

Emotions Snap judgments (giudizi

immediati) Attacking the individual Rank Gatekeepers Poor listening

Page 24: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Importance of Listening

Time. Good relationship. Prevent misunderstanding and

rumors. People perform better. Prevents complaints from

exploding. Good decision making. Prevents haste conclusions. Requires full attention.

Page 25: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Developing Listening Skills

Listening responses. ❏ Nod - nodding the head slightly and waiting. ❏ Pause - looking at the speaker, but without

doing or saying anything. ❏ Casual remark - “I see,” “uh-huh,” or “is that

so?” ❏ Echo - repeating the last few words the

speaker said. ❏ Mirror - showing you understand by

reflecting what has just been said: “you feel that…….”

Phrasing questions. ❏ Open. ❏ Closed.

Page 26: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Break Down Communication Barriers

Encourage upward communication. Have an open-door policy. Use face-to-face communication when

possible. Avoid credibility gaps. Write for understanding. Watch your timing. Be sensitive to needs and feelings of

others. Identify and manager conflict.

Page 27: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

The Four C’s of Written Communication

Complete Concise Correct Conversational

Page 28: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Do’s of Listening

Eliminate distractions by holding telephone calls and choosing a quiet place to talk.

Allow adequate time for discussion. Take note of nonverbal cues. When you are unsure of what was

said, restate what you think you heard in the form of a question.

Page 29: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Do’s of Listening

Show interest. Express empathy. Be silent when silence is needed. When you think that something is

missing, ask simple, direct questions to get the necessary information.

Page 30: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Do’s of Listening

Argue. Interrupt. Engage in other activities. Pass judgment too quickly. Jump to conclusions. Let the other person’s emotions

act too directly on your own.

Page 31: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Summary

Identify and describe 14 barriers to communication.

Explain the importance of listening and identify methods to improve listening.

Describe methods to break down communication barriers.

Page 32: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Objectives

Diagram and explain the basic communication model.

List and explain the five message channels.

List and explain components of a message and the contribution each makes to the total message.

Page 33: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

What Are Words Really Like?

Words have regional and international meaning.

Words develop new meaning. Double-speaking. The development of new words. Tone affects meaning.

Page 34: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.

Summary

Diagram and explain the basic communication model.

The five message channels. ❏ Face-to-face. ❏ Face-to-group. ❏ Telephone. ❏ Written. ❏ Third party. The components of a message and the contribution

each makes to the total message. ❏ Nonverbal. ❏ Tonal. ❏ Verbal.

Page 35: Effective Communication for Business “Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous.