1 Business Communication Skills

2 Objectives 2

3 Business Communication

4 Internal Communication 4

5 External Communication

6 Formal Communication

7 Informal Communication

8 The Communication Process 8

9 9

10 Sender Encodes

11 Sender Selects a Channel

12 Spoken Examples

13 Written Examples

14 Receiver Decodes

15 Receive Provides Feedback

16 Sender and Receiver Clarify

17 Barriers to Effective Communication

18 Barriers to Effective Communication

19

20 Nonverbal Communication

21 » 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

22 » Space –the physical distance between individuals » Four zones of space: 1.Intimate zone– 0 to 18 inches –requires a close and/or intimate relationship, such as close friends or parent/child relationship 2.Personal zone– 18 inches to four feet –occurs between people who are well acquainted 3.Social zone– four to 12 feet –common for business meetings or social events 4.Public zone– more than 12 feet –communication between a speaker and an audience

23 » 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

24 » 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 –“Oh, uh huh.” Did each time sound different? Did the meaning change?

25 Nonverbal Communication

26 Improving Organizational Communication

27 Ethics

28 Ethical versus Legal Messages

29 Ethical Decision-Making Process

30 Benefits of Ethical Business Communication

31 Quiz

32 Acknowledgements