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EFFECTIVE COMMUNICATIONIN BUSINESS
MOHAMMAD ALI JINNAH UNIVERSITY
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KEY TO SUCCESS
WHAT YOU SAY
HOW YOU SAY
Words are the most powerful drug usedWords are the most powerful drug used
by mankind.by mankind.
((Rudyard Kipling)Rudyard Kipling)
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CRITICAL SUCCESS FACTORFOR LIFE
The majority of your perceivedability comes from how youcommunicate
70% How you
communicate it
30% What you know
Source: CGAP Direct
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Communication is a social process.
Communication is like chain process, made upof identifiable links.
A process of transmitting and receiving verbaland non-verbal messages that produce aresponse
(Murphy & Hildebrandt)
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Communication refers to the act,
by one or more persons, of sendingand receiving messages that are
distorted by noise, occur within a
context, have some effect, and
provide some opportunity for
feedback
(Joseph A. Devito)
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Management
Conceptual Skill--Ability to solve problemsand demonstrate decision-making skills
Technical Skill--Ability to demonstrate
knowledge through tactile techniquesHuman Skill--Ability to interact with people
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ORGANIZATION?
A group of people associated forbusiness, political, professional,
religious, athletic, social, or other
purposes. Its activities require human being to
interact, react communicate.
Organizations facilitate to exchangeinformation, ideas, plans, order needed
supplies, make decisions, rules, proposals,
contracts, agreements etc.
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COMMUNICATION GOALS
To change behavior
To get action
To ensure understandingTo persuade
To get and giveInformation
Source: CGAP Direct
ORGANIZATIONAL
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ORGANIZATIONALCOMMUNICATION
Virtually every management function andactivity e.g. Planning, controlling, decisionmaking, leadership and staffing, can beconsidered communication.
Org. Performance correlates directly with thequality of managerial communication.
An average manager spends more time incommunicating than doing anything else.
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DecisionDecision
MakingMaking
DecisionDecision
MakingMakingStakeholderStakeholder
ResponseResponse
StakeholderStakeholder
ResponseResponse
PromotionalPromotional
MaterialsMaterials
PromotionalPromotional
MaterialsMaterialsWork FlowWork FlowWork FlowWork Flow
ProductivityProductivityProductivityProductivityProfessionalProfessionalImageImage
ProfessionalProfessionalImageImage
ProblemProblem
SolvingSolving
ProblemProblem
SolvingSolving
BusinessBusiness
RelationshipsRelationships
BusinessBusiness
RelationshipsRelationships
EffectiveEffectiveCommunicationCommunication
EffectiveEffectiveCommunicationCommunication
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process
Build or create goodwill
Get the desired response
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ORGANISATIONAL BENEFITS OFEFFECTIVE COMMUNICATIONS
Increase
productivity
Anticipate
problems
Makedecisions
Coordinat
e workflow
Supervise
others
Develop
relationships
Better
understanding in the workplace in general
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Todays Dynamic Workplace
Advances in
Technology
Advances in
Technology
The Age of
Information
The Age of
Information
Globalization
and Diversity
Globalization
and Diversity
Team-Based
Organizations
Team-Based
Organizations
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COMMUNICATE?
Communication satisfaction correlates
with job satisfaction and job
performance.
Commitment correlates with job
satisfaction and perceptions of good
organizational climate.
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COMMUNICATION
Effective communication occurs whenthe message received is as close as
possible as the message intended to be
sent mutual understanding.
-- Understand each otherUnderstand each other
-- Stimulate others to take actionStimulate others to take action
-- Encourage others to think in newEncourage others to think in new
ways.ways.
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TODAY
Significant source in managing and
leading organizations.
Opportunity to involve and motivatepeople to common goals.
Opportunity to cooperation with
stakeholders. Challenge to confirm the status in
society.
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COMMUNICATION SKILLSAND TOP EXECUTIVES
Communication skills occupy as much as 90% of a top
executives working day.
85% of business execs. rated business communication
as very important, whereas only 20% rated knowledge
of principles of management as very important.
Fortune 500 execs. rank oral presentations, memo
writing, and report writing as the top 3 necessary
communication skills.
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AREAS OF HUMANCOMMUNICATION
Intrapersonal to think, reason, analyze,
reflect.
Interpersonal to discover, relate, influence,
play, help.
Small group share information, generate
ideas, solve problems, help.
Organizational increase productivity, raisemorale, inform, persuade.
Public inform, persuade, entertain
Mass entertain, persuade and inform
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Process
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The Audience will
eat me away!Better
to run away?
I have to teach
The Components ofCommunication.
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Communication
Context
Sender-Encoder
Message
Medium Channel
Receiver-DecoderFeedback
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CONTEXT
Sender-Encoder
(Experiences,
Attitudes, skills)
Perception
Idea encoding
Symbol decisions
Sending mechanisms
FEEDBACKVerbal, nonverbal
Receiver-Decoder
(Experiences,
Attitudes, skills)
Sending mechanisms
Perception
Decoding
Idea mechanisms
Message
MediumVerbal, nonverbal
Stimuli
A Communication Model
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Language choiceAttitude
OpinionsEmotionsPast experienceLikes/dislikesEducationJob statusConfidenceAnalysis ability
CONTEXT
Country
Culture
Organization
Stimuli
External
Internal
LetterMemoNoteE-mailFaxTelexTelephone callMeeting etc.
culture, viewpoint,needs, skills, status,
mental ability, experience,expectations
MESSAGES AND
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MESSAGES ANDCHANNELS
communication channel is
the medium through whichthe message passes.
rarely takes place over onechannel. may use two, three,four different channelssimultaneously. vocal channel: speak & listen visual channel: gesture
olfactory channel: emitting ordetecting odors tactile channel: touching
another person
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MEDIUM
Verbal Non-verbal
OralWritten
Immediate feedbackShorter sentences shorter wordsConversationalFocus on interpersonal relationsPrompt actionLess detailed technical information
More personal pronounsMore colloquial languageSimpler constructionsMore impetrative, interrogative,exclamatory sentences
Delayed feedbackLonger sentences, longer wordsMore formalFocus on contentDelayed actionMore detailed technical information
Fewer personal pronounsMore complex constructionsUseful for permanent record, detailedocumentationPossibility of review