Business Communication Skills 1 1

Objectives 2 2 2

Business Communication Is the communication occurring within the business environment Is essential for businesses and individuals to succeed 3 3

Internal Communication Occurs within an organization Can flow: Horizontally between employees on the same level, coworkers also known as lateral communication Vertically between subordinates and superiors downward communication travels from supervisor to subordinate upward communication travels from subordinate to supervisor Examples include: memos emails Grapevine casual conversations…gossip informal system where communication flows rapidly but is often inaccurate 4 4

External Communication Occurs between an organization and the people outside the organization Handled in most organizations by a public relations manager Examples include: press releases interviews publicity /promotions 5 5

Formal Communication Occurs in the internal or external communication system Occurs in the form of: presentations, interviews, publicity/promotions letters memos 6 6

Informal Communication Occurs in the internal communication system, rarely in the external Occurs in the form of: emails meetings face-to-face conversations grapevine 7 7

The Communication Process 8 8 8

The Communication Process Has five steps: sender encodes a message sender selects a channel and sends the message receiver decodes the message receiver provides feedback sender and receiver remove or minimize any barriers blocking effective communication 9 9 9

Sender Encodes Encoding – sender selects and organizes message to be sent When organizing a message select words to clearly convey message ensure nonverbal signals match verbal message GOAL: message received is as close as possible to the message sent 10 10

Sender Selects a Channel With the least barriers Includes two typical communication channels: spoken – two way and one way written - one way 11 11

Receiver Decodes Decoding – receiver breaks down and interprets message received When interpreting a message consider both verbal and nonverbal messages prevent distortion consider whether or not the two messages match 12 12

Receive Provides Feedback the response the receiver provides to the senders message can be verbal or nonverbal 13 13

Sender and Receiver Clarify If the message received does not match the message sent sender must modify or adjust the message for understanding receiver must give the appropriate feedback Process continues until the message is clear to sender and receiver 14 14

Spoken Examples Two way One way informal conversations interviews telephone conversations teleconferences One way speeches oral reports intercom announcements 15 15

Written Examples One way letters memos reports press releases email facsimiles (fax) voice mail 16 16

Barriers to Effective Communication Physical and mental distractions include interruptions noise preoccupation with other matters developing a response rather than listening poor timing Speaker/listener background differences include: age culture education experiences 17 17

Barriers to Effective Communication Speaker Traits inability to convey a clear message lack of sympathy for listener distracting nonverbal characteristics suspicious motives Listener Traits poor listening skills not open to new and different ideas lack of empathy for speaker negative feelings towards the speaker low interest level 18 18

Nonverbal communication In written messages consider appearance, accuracy and timeliness of response each of the above signifies the sender is reliable and considers quality to be important In spoken messages five types: body language physical contact space time paralanguage 19 19

Nonverbal Communication Body Language gestures and facial expressions Occurs through each movement a person makes Folded arms: sends a message of defensiveness Raised eyebrow: shows doubt Slumped shoulders: signals fatigue Face to face contact: shows a desire to communicate. 20 20

Nonverbal Communication » Physical Contact examples: firm handshake and good eye contact displays a cordial, confident image weak, soft handshake displays apathy or mental dullness cold, wet handshake indicates nervousness and a feeling of inferiority 21

Nonverbal Communication » Space the physical distance between individuals » Four zones of space: Intimate zone– 0 to 18 inches requires a close and/or intimate relationship, such as close friends or parent/child relationship Personal zone– 18 inches to four feet occurs between people who are well acquainted Social zone– four to 12 feet common for business meetings or social events Public zone– more than 12 feet communication between a speaker and an audience 22

Nonverbal Communication » Time it is important to: arrive on time for appointments and job interviews respond promptly to requests communicates a sense of responsibility and respect for other people’s time as well as your own 23

Nonverbal Communication » Paralanguage sounds, which do not have an exact written form examples: “Shhhhhh” or “Um” not spoken words the way the sounds are said can send various messages imagine someone is apologizing to you respond by say the following line out loud three different ways “Oh, uh huh.” each time stress the underlined word Did each time sound different? Did the meaning change? 24

Nonverbal Communication Failing to coincide with the verbal message being sent breaks down the communication process. Coinciding with the verbal message being sent ensures the communication process is effective. 25

Improving Organizational Communication Establishing a formal flow of communication Employees should understand who they report to Accomplished through a staff organizational chart Improving staff development Improving reading, writing, listening, and speaking skills Providing understanding and avoiding barriers to effective communication Important to managers and subordinates Encouraging follow-up on all communication Ensures all important messages are decoded properly 26

Ethics In business include: In business communication include: professional standards of conduct moral principles and values decision-making processes and actions In business communication include: sending honest and clear messages in an ethical manner 27

Ethical versus Legal Messages Ethical messages are made based on moral principles and values are always honest and clear Legal messages are made according to the law are usually honest and clear Messages can be legal but unethical Is telling a small lie to a customer illegal: Is it unethical? 28

Ethical Decision-Making Process When preparing to communicate, make sure the message is ethical Follow the ethical decision-making process: define the problem list all possible alternative messages and consequences select the best choice act on your decision evaluate 29

Benefits of Ethical Business Communication Increased customer satisfaction Decreased legal proceedings Increased profits Increased job satisfaction among employees Improved client relations 30

Quiz Answers: 1. Explain the difference between internal and external communication. Internal communication occurs within an organization. External communication occurs between an organization and people outside of the organization. 2. Draw a diagram of the communication process. See slide 8 3. What is the difference between encoding and decoding a message? Encoding—sender selects and organizes message to be sent Decoding—receiver breaks down and interprets message received 4. List three ways nonverbal communication can occur. Nonverbal communication can occur in the form of gestures, tone of voice, stance and/or facial expressions 5. Explain one way to improve organizational communication. -Establish formal flow of communication -employees should understand who they report to -accomplished through an organization chart -Staff development -improve reading, writing, listening and speaking -Understand and avoid barriers to effective communication -important to manager’s and their subordinates -Follow up on all communication -ensure all important messages are decoded properly 6. Explain the difference between ethical and legal messages. Ethical messages -are made based on moral principles and values -are always honest and clear Legal messages -are made according to the law -are usually honest and clear 31 31

Acknowledgements 32 32