1. Business Communication Skills1 1

2. Objectives 2 2 2

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

4. 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 s
Grapevine
casual conversations…gossip
informal system where communication flows rapidly but is often inaccurate 4 4

5. 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

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

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

8. The Communication Process8 8 8

9. 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

10. 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

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

12. 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

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

14. 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

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

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

17. 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

18. 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

19. 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

20. 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

21. 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

22. 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

23. 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

24. 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

25. 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

26. 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

27. 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

28. 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

29. 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

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

31. 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

32. Acknowledgements 32 32