Chapter 1 Effective Communication in Business by Syed Maqsood Ahmed 1

Business Communication Transferring information from one part of the business to another that leads to some outcome (Profits), changed behaviour or changed practice, Formal Communication – established and agreed procedures Informal Communication – channels not formally recognised – ‘the grapevine’ 2Syed Maqsood Ahmed

Importance & Benefits of Effective Communication Is the KEY to SUCCESS. Effective communication whether speaking or writing is highly valued skill. Number of surveys told us that executives having the ability to communicate are ranked first among the personal factors necessary for promotion. The importance of effective communication extends across all areas of business, including management, technical, clerical & social positions.. 3Syed Maqsood Ahmed

Ancient Heritage for Communication Principles In ancient world, both the East & the West, depends heavily on oral communication. It was necessary to communicate well specially when dealing with matters in Government assemblies & the law courts. For Example, China. Egypt. 4Syed Maqsood Ahmed

Lifeblood of Every Organization An organization is a group of people associated for business, political, professional or social purposes. Organization cannot function without open & effective communication. The group of people require to interact & react, that is to communicate. They exchange information, plans, order needed supplies, make decisions, rules and regulations, proposals, contracts and agreements. So communication is lifeblood to every organization means without communication no organization can run its functions. 5Syed Maqsood Ahmed

Internal Communication And External Communication 6Syed Maqsood Ahmed

Internal Communication A vital means of getting the organizational goals is through effective communication. There are four types of internal communication flows within the organization. Downwards Upwards Horizontal Diagonal 7 Syed Maqsood Ahmed

1 Downward communication 8Syed Maqsood Ahmed

Relatively easy to manage Ensure staff know what their job is Keep staff informed about changes Communicate orally, then follow up in writing It helps increase job satisfaction, safety, productivity, and profitability It helps to decrease absenteeism, losses, and grievances. 1 Downward communication 9Syed Maqsood Ahmed

1 Downward communication Staff information needs Job responsibilities What is my job? Performance feedback How am I doing? Individual needs Does anyone care? Work unit objectives, results How is my unit doing? Vision, mission, values Where are we headed? Empowerment How can I help? 10Syed Maqsood Ahmed

1 Downward communication Mechanisms Job descriptions Notices Training Instructions Memos, meetings, s 11Syed Maqsood Ahmed

2 Upward Communication 12Syed Maqsood Ahmed

2 Upward Communication Hard to manage Boss must be willing to listen Especially to bad news Boss must take time to listen Staff must be willing to share Especially bad news 13Syed Maqsood Ahmed

Mechanisms Short, written weekly notes summarizing activities and problems Boss must provide feedback Regular staff meetings to discuss activities Staff copy relevant s to boss Visit staff’s workplaces Keep your door open 2 Upward Communication 14Syed Maqsood Ahmed

3 Horizontal Communication 15Syed Maqsood Ahmed

3 Horizontal Communication Necessary to ensure coordination, avoid “islands” or “information silos” Encourage/require staff to communicate among units Effective horizontal communication is also essential in order to solve problems, perform job duties, prepare for meetings and cooperation in important projects. 16Syed Maqsood Ahmed

4 Diagonal Communication 17Syed Maqsood Ahmed

Can be formal – eg. teams Can be informal Build cross-departmental teams Encourage friendliness and informality Encourage informal interaction 4 Diagonal Communication 18Syed Maqsood Ahmed

The ideal: Internal communication web 19Syed Maqsood Ahmed

How to encourage internal communication Make information sharing part of job description Define reporting and information sharing responsibilities But avoid over-rigid procedures if possible Hold regular staff meetings But keep meetings short and efficient Provide physical bulletin boards Communicate actively Be an information source 20Syed Maqsood Ahmed

Effective communication to people outside the organization is called external communication & it helps to create a good reputation & have a +ve impact on its ultimate success. External Communication 21Syed Maqsood Ahmed

To Whom Customers Vender / suppliers Government Distributors / wholesalers Methods: Marketing ways, Paper + electronic Sales Dep't Customer Services External Communication 22Syed Maqsood Ahmed

Challenge of Communication in The Global Market The way you communicate within or outside the country affect’s everything you accomplish. Your ability to communicate effectively make a difference to your organization. Developing The Right Attitude: Preparing Adequately: Becoming Flexible: Developing the right attitude and preparing adequately are crucial to effective communication in the international market place. These qualities helps to be effective in dealing with the international business people & becoming flexible helps you to deal with the issues within your organization. Syed Maqsood Ahmed23

Components of Communication A. Context B. Sender-Encoder C. Message D. Medium E. Receiver-Decoder F. Feedback 24Syed Maqsood Ahmed

Context Communication is affected by the context in which it takes place. This context may be physical, social, chronological or cultural. Every communication proceeds with context. The sender chooses the message to communicate within a context. Syed Maqsood Ahmed25

Sender / Encoder Sender / Encoder is a person who sends the message. A sender makes use of symbols (words or graphic or visual aids) to convey the message and produce the required response. For instance - a training manager conducting training for new batch of employees. Sender may be an individual or a group or an organization. The views, background, approach, skills, competencies, and knowledge of the sender have a great impact on the message. Syed Maqsood Ahmed26

Message Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of recipient. Communication process begins with deciding about the message to be conveyed. It must be ensured that the main objective of the message is clear. Syed Maqsood Ahmed27

Medium Medium is a means used to exchange / transmit the message. The sender must choose an appropriate medium for transmitting the message else the message might not be conveyed to the desired recipients. The choice of appropriate medium of communication is essential for making the message effective and correctly interpreted by the recipient. This choice of communication medium varies depending upon the features of communication. For instance - Written medium is chosen when a message has to be conveyed to a small group of people, while an oral medium is chosen when spontaneous feedback is required from the recipient. Syed Maqsood Ahmed28

Recipient / Decoder Recipient / Decoder is a person for whom the message is intended / aimed / targeted. The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient, their responsiveness to the message, and the reliance of encoder on decoder. Syed Maqsood Ahmed29

Feedback Feedback is the main component of communication process as it permits the sender to analyze the efficacy of the message. It helps the sender in confirming the correct interpretation of message by the decoder. Feedback may be verbal (through words) or non-verbal (in form of smiles, sighs, etc.). It may take written form also in form of memos, reports, etc. Syed Maqsood Ahmed30

Concepts & Problems of Communication & Nonverbal Communication A. How Appearance Communicates B. How Body Language Communicates C. How Silence, Time, & Space Communicates 31Syed Maqsood Ahmed

Nonverbal Communication I Is it possible to communicate without words? Studies show that over half of your message is carried through nonverbal elements: Your appearance Your body language The tone and the pace of your voice. 32Syed Maqsood Ahmed

Communication researcher Mehrabian found that only 7% of a message’s effect are carried by words ; listeners receive the other 93% through non -verbal means. ♦ Birdwhistell suggested that spoken words account for not more than 30-35% of all our social interactions. ♦ Over 65 percent of the social meaning of the messages we send to others are communicated non- verbally. Nonverbal Communication I 33Syed Maqsood Ahmed

A. Body Language “The bodily gestures, postures, and facial expressions by which a person communicates nonverbally with others” POSTURE GESTURE FACIAL EXPRESSIONS GAZE / EYE CONTACT 34Syed Maqsood Ahmed

A. Body Language 1.Facial expression(s) 2.Eyes 3.Lips 4.Arms 5.Hands 6.Fingers 35Syed Maqsood Ahmed

A1.2. Facial Expression(s) ForeheadWrinklesAnger EyebrowsOuter edges upAnger NoseUpwardContempt 36Syed Maqsood Ahmed

A2. Eyes CanteredFocused Gazing UpThinking Gazing DownShame Gaze on the SideGuilty WanderingDisinterested, Bored 37Syed Maqsood Ahmed

A3. Lips PartedRelaxed, Happy TogetherPossibly Concerned Wide OpenVery Happy / Very Angry 38Syed Maqsood Ahmed

A4. Arms Arms CrossedAngry, Disapproving OpenHonest, Accepting 39Syed Maqsood Ahmed

A5. Hands On Top of the HeadAmazement Scratching HeadPuzzled, Confused Rubbing EyesTired Rubbing Chin folded Thinking, Timid, Shy 40Syed Maqsood Ahmed

A6. Fingers Fingers InterlockedTense Pointing at youAngry OK SignalFine V SignPeace 41Syed Maqsood Ahmed

A. Basic Types of Body Language postures 1.OPEN / CLOSED People with arms folded and legs crossed and bodies turned away are signaling that they are rejecting messages. People showing open hands, fully facing you and both feet planted on the ground are accepting them. 2.FORWARD/ BACK When people are leaning forward and pointing towards you they are actively accepting or rejecting the message. When they are leaning back, looking up at the ceiling, doodling on a pad, cleaning their glasses they are either passively absorbing or ignoring 42Syed Maqsood Ahmed

Thank You 43Syed Maqsood Ahmed