BUSINESS COMMUNICATION Lecture 2

CONTEXT Stimuli Sender-Encoder Message Receiver-Decoder (experiences, attitudes, Medium (experiences, attitudes, skills) Verbal, skills) Perception Non-verbal Receptor mechanisms Idea encoding Perception Symbol decisions Decoding Sending mechanisms Idea Interpretation Feedback Verbal, Non-verbal COMMUNICATION MODEL

CONCEPTS OF COMMUNICATION Conventions of meaning Symbols are signs for things that exist. Connections between signs and their referents are unique to each individual. Perceptions of reality Thinking about the world based on the sensory information. Values, attitudes and opinions

PROBLEMS OF COMMUNICATION Communication Problems in Conventions of Meaning Miscommunicated Instructions This problem occurs when the sender and receiver have different meanings for the symbols used. Denotations Denotations are usually the dictionary definition of a word. For example, car, book and house convey denotative meanings. Denotations inform the receiver about objects, people or events without indicating positive or negative qualities. Connotations Connotations are suggested meanings of a word separate from the usual definition. For example, house is denotative but home, cottage, villa are connotative meanings. Connotations are affected by the communicators’ backgrounds and interests. Euphemisms A euphemism is a substitution of an agreeable or less offensive expression in place of one that may offend or suggest something unpleasant to the receiver. For example, taboo is a word that might offend the receiver in some societies.

PROBLEMS OF COMMUNICATOINS (cont’d …) Communication Problems in Perceptions of Reality Abstracting Selecting some facts and omitting the other facts. Necessary, desirable abstracts Slanted statements Slanting means unfair in actual reporting. Inferring Conclusions drawn from evidence. Necessary, desirable inferences Risks of inferences

PROBLEMS OF COMMUNICATOINS (cont’d …) Communication Problems in Values, Attitudes and Opinions Favorable of Unfavorable Information Inadequate or Incorrect Information Closed Minds Sender’s Credibility Credibility in the sender is important in getting a favorable reaction. Other Circumstances Personal problems, environmental stress, uncooperative receivers, sensitivity etc.

NONVERBAL COMMUNICATION Appearance Body Language Silence, Time and Space

NONVERBAL COMMUNICATION (cont’d …) How Appearance Communicates? Effect on Written Messages The format, neatness and language of a written message sends a nonverbal message to the reader. Effect on Oral Messages Personal Appearance Clothing, hairstyles, neatness, posture are part of personal appearance. Appearance of Surroundings Room size, location, furnishings, architecture windows, view all communicate orally.

NONVERBAL COMMUNICATION (cont’d …) How Body Language Communicates? Facial Expressions Conventions of eye contact are specific to each culture. Eye contact and facial expression can help or hinder your verbal messages. Gestures, Posture and Movement Posture, gestures and body movement convey a message and add to or subtract from your oral message. Smell and Touch Fragrances convey the emotions of the sender and sometimes affect the reactions of the receiver, especially if the receiver is sensitive to fragrances. Touching people can communicate friendship, love, approval, hatred, anger or other feelings. Voice and Sounds Voice quality and other sounds (burping, clapping, tapping shoes etc) may motivate or offend the receiver as they are a part of oral communication.

NONVERBAL COMMUNICATION (cont’d …) How Silence, Time and Space Communicate? Silence How you will feel when you make a request and it is met with silence. Time Effective communication occurs when the time is appropriate. Space Too many students in a small class, what does it communicate?

THE SEVEN C’s Completeness Conciseness Consideration Concreteness Clarity Courtesy Correctness

COMPLETENESS Provide all necessary information Answer the five W’s; who, what, when where, why and one H; how. Answer all questions asked Look for questions that might be under the lines, buried within a paragraph. Locate them and answer them. Give something extra, when desirable Use your judgment in offering extra material if the sender’s message is incomplete.

CONCISENESS Be short but do not sacrifice the other C qualities. To achieve conciseness; Eliminate wordy expressions Include only relevant material. Avoid unnecessary repetition.

CONSIDERATION Preparing every message keeping in view the receiver(s) perception. Try to put yourself in their place. Three ways to indicate consideration are: Focus on “you” instead of “i” and “we.” Show audience benefit or interest in the receiver. Emphasize positive and pleasant facts.

CONCRETENESS Be specific and definite rather than general and vague. For example, female is a general term instead use mother, sister, wife etc when required. Concreteness can be achieved: Using specific facts and figures. Put action in your verbs. Choose vivid, image-building words.

CLARITY Accurately is the purpose of clarity. Choose precise, concrete and familiar words. Construct effective sentences and paragraphs. Try for an average sentence length of between 17 and 20 words. Length Unity Coherence Emphasis

COURTESY Courtesy involves being aware not only of the perspective of others but also their feelings. So be aware of your message. Be sincerely tactful, thoughtful and appreciative. Use expressions that show respect. Choose nondiscriminatory expressions.

CORRECTNESS Correctness is proper grammar, punctuation and spelling. Use the right level of language. Check the accuracy of figures, facts and words. Maintain acceptable writing mechanics.

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