explanation explanation communication skills required in all areas of life and business...
Post on 18-Dec-2015
218 Views
Preview:
TRANSCRIPT
ExplanationExplanation
Communication skills required in all areas of Communication skills required in all areas of Life and BusinessLife and Business
Communication – top personal character for Communication – top personal character for promotion promotion
Ancient Heritage for Ancient Heritage for Communication PrinciplesCommunication Principles
Western principles of oral communication Western principles of oral communication
developed in ancient Greece and Rome, then developed in ancient Greece and Rome, then
in Medieval and Renaissance periods. in Medieval and Renaissance periods.
Written communication originated in Written communication originated in
Chinese bureaucrat tradition. Chinese bureaucrat tradition.
Lifeblood of Every OrganizationLifeblood of Every Organization Whatsoever organizations is?Whatsoever organizations is?
Internal CommunicationInternal Communication Downward Communication – clear job Downward Communication – clear job
direction, organizational strategy, products direction, organizational strategy, products and controversial issues, employee benefits. and controversial issues, employee benefits.
Upward Communication – new management Upward Communication – new management styles seek frank comments styles seek frank comments
Horizontal Horizontal Global Competition Global Competition
External CommunicationExternal Communication For customers, share holders & Govt. & For customers, share holders & Govt. &
competitors through annual reports, competitors through annual reports, pamphlets, realizes to comments and pamphlets, realizes to comments and criticisms from outside. criticisms from outside.
Overall Communication CostsOverall Communication Costs
29 – 50% of time to spent on writing 29 – 50% of time to spent on writing
In MNCs – consensus, Memos, reports, In MNCs – consensus, Memos, reports,
employee, manuals, bulletins and news employee, manuals, bulletins and news
letters are routine practice. letters are routine practice.
Managers 49.4% of time in writing Managers 49.4% of time in writing
Technical workers 40.7%Technical workers 40.7%
Clerical staff 51.6%Clerical staff 51.6%
Benefits in CareerBenefits in Career A research showed in 340 jobs in 30 fields required A research showed in 340 jobs in 30 fields required
communication skills as a basic requirement. communication skills as a basic requirement. American senators have around 60 people for this work on American senators have around 60 people for this work on
different fronts. different fronts.
Job TitleJob Title Communication SkillsCommunication Skills
Finance Finance AssociateAssociate
Must be able to communicate clearly to clients Must be able to communicate clearly to clients and other finance professionalsand other finance professionals
Fiscal OfficerFiscal Officer Superior writing and presentation skills Superior writing and presentation skills
Product Product ManagerManager
Develop and communicate product objectives and Develop and communicate product objectives and strategiesstrategies
Senior sales Senior sales representative representative
Excellent communication and follow-up skills; Excellent communication and follow-up skills; ability to write proposals and quotationsability to write proposals and quotations
Contract Contract administratoradministrator
General knowledge of proposal preparation: good General knowledge of proposal preparation: good oral/written communication skillsoral/written communication skills
An Essential for PromotionAn Essential for Promotion
Ability to communicate
Ambition - drive
College education
Sound decision-making skills
Self-confidence
Good appearance
Ability to get things done with and through people
Capacity for hard work
Challenges of Communication in Challenges of Communication in the Global Marketthe Global Market
Developing the right attitudeDeveloping the right attitude
““To the customer you are the To the customer you are the
company”company”
e.g. personalized answer to customer who e.g. personalized answer to customer who
have lost policy give him personalized have lost policy give him personalized
viewpoint. viewpoint.
Preparing Adequately needs following:-Preparing Adequately needs following:- Careful JudgmentCareful Judgment Patience even to insulting personsPatience even to insulting persons Integrity with valid code of ethics Integrity with valid code of ethics Applied knowledge of communication Applied knowledge of communication Knowledge of cultural convention of Knowledge of cultural convention of
audience audience Becoming FlexibleBecoming Flexible
Changing demographics – changes in Changing demographics – changes in
management styles management styles Within organization and diversity in Within organization and diversity in
customers customers
Components of CommunicationComponents of Communication
Context Sender-Encoder Message Medium Receiver-Decoder Feedback
Context – includes country, culture, Context – includes country, culture, organization, external and internal stimulus organization, external and internal stimulus Different for every organization Different for every organization External stimuli?External stimuli? Internal stimuli? Internal stimuli?
Sender – Encoder Sender – Encoder You try to choose symbols usually words / You try to choose symbols usually words /
graphic. graphic. MessageMessage
The core idea including both verbal symbols The core idea including both verbal symbols and nonverbal symbols.and nonverbal symbols.
Giving information about product is easy. Giving information about product is easy. But explaining why company headquarter to But explaining why company headquarter to another country is very difficult. another country is very difficult.
Medium Medium Printed word, electronic mail or sound Printed word, electronic mail or sound
OralOral WrittenWrittenImmediate feedbackImmediate feedback Delayed feedback Delayed feedback
Shorter sentences; Shorter sentences; shorter wordsshorter words
Longer sentences, longer Longer sentences, longer wordswords
ConversationalConversational More formalMore formal
Focus on interpersonal Focus on interpersonal relationsrelations
Focus on content Focus on content
Prompt actionPrompt action Delayed actionDelayed action
Less detailed technical Less detailed technical informationinformation
More detailed technical More detailed technical information information
More personal pronouns More personal pronouns Fewer personal pronouns Fewer personal pronouns
More colloquial languageMore colloquial language More complex More complex constructionsconstructions
Simpler constructions Simpler constructions Useful for permanent Useful for permanent record, detailed record, detailed documentation documentation
More imperative, More imperative, interrogative, and interrogative, and exclamatory sentences exclamatory sentences
Possibility of review Possibility of review
Inside OrganizationsInside Organizations Written channel when documentation is Written channel when documentation is
required oral channel when message is urgent required oral channel when message is urgent or personal. or personal.
Inside Organization – written media may be Inside Organization – written media may be memos, reports, bulletins, job descriptions, memos, reports, bulletins, job descriptions, posters, notes, employee manuals, electronic posters, notes, employee manuals, electronic boards even internal fans. boards even internal fans.
Oral communication may be in the form of staff Oral communication may be in the form of staff meeting reports, face to face discussion, meeting reports, face to face discussion, presentation, audio tapes, telephone chats, presentation, audio tapes, telephone chats, teleconferences or videotape, grapevine etc.teleconferences or videotape, grapevine etc.
Outside Organizations Outside Organizations Through letters, reports, proposals, telegrams, Through letters, reports, proposals, telegrams,
cablegrams, mailgrams, fanes, teleconferences, cablegrams, mailgrams, fanes, teleconferences, video conferences or television. video conferences or television.
Receiver – Decoders Receiver – Decoders
Sees on personal experience, attitudes, Sees on personal experience, attitudes,
skills etc. which give totally give different skills etc. which give totally give different
meaning to message according to his or her meaning to message according to his or her
own context. own context.
Feed Back Feed Back
Desired response or undesired response or Desired response or undesired response or
silence. silence.
A Communication ModelA Communication Model
(experiences,attitudes, skills
PerceptionIdea encoding
Symbol decisionsSending mechanisms
Message(experience,
attitude, skills)Receptor mechanisms
PerceptionDecoding
Idea interpretation
MediumVerbal, nonverbal
Feed BackVerbal, nonverbal
Sender - Encoder Receiver - Encoder
Stimuli
CONTEXT
Concepts and Problems of Concepts and Problems of CommunicationCommunication
No two people are exactly alike in world about No two people are exactly alike in world about
culture?culture?
Japanese are inordinately slowJapanese are inordinately slow
Germans are thorough in their reports Germans are thorough in their reports
French are so polite in letter writing French are so polite in letter writing
Middle Eastern people are less concerned with Middle Eastern people are less concerned with
timetime
Each person’s mind is a unique filterEach person’s mind is a unique filter
Conventions of meaning Conventions of meaning
Perceptions of realityPerceptions of reality
Values, attitudes, and opinion Values, attitudes, and opinion
Conventions of Meaning Conventions of Meaning
A fundamental principle are symbols of some A fundamental principle are symbols of some
meaning e.g. people generally understand laser meaning e.g. people generally understand laser
(light amplification by stimulated emission of (light amplification by stimulated emission of
retribution) and sonar (Sound Navigation Ranging) retribution) and sonar (Sound Navigation Ranging)
While people don’t understand FIFO (first in first While people don’t understand FIFO (first in first
out) and LIFT (last in, first out) except out) and LIFT (last in, first out) except
accountants. accountants.
Word sun has 71 meaning as a verb Word sun has 71 meaning as a verb
35 – noun35 – noun
4 – objective 4 – objective
ExamplesExamples
Bimonthly report mans “Twice two months”Bimonthly report mans “Twice two months”
Tenement in law has meanings “a holding land”Tenement in law has meanings “a holding land”
To table means to put off till next in USA means To table means to put off till next in USA means
to act on it in Britishto act on it in British
Denotation is usually the dictionary definition of Denotation is usually the dictionary definition of
a worda word
A connotation is an implication of a word or a A connotation is an implication of a word or a
suggestion separate from the usual definition.suggestion separate from the usual definition.
ExamplesExamples
DenotativeDenotative Connotative Connotative
HouseHouse Mansion, Villa, Cottage, Mansion, Villa, Cottage, Home, Firetrap, ShackHome, Firetrap, Shack
StudentStudent Bookworm, Scholar, Bookworm, Scholar, Dropout, GunnerDropout, Gunner
Favorable connotations e.g. efficient, gentle, Favorable connotations e.g. efficient, gentle, promptprompt
Unfavorable connotation e.g. lazy, cowardly, Unfavorable connotation e.g. lazy, cowardly, rottenrotten
Positive & negative connotation e.g. fat Positive & negative connotation e.g. fat check and fat girl check and fat girl
Free enterprise and free (rude, hold) Free enterprise and free (rude, hold) manners sucker (customers) and sucker. manners sucker (customers) and sucker. Cheap product and cheap priceCheap product and cheap price
Mixed feelings e.g. feminist, amnesty, gay.Mixed feelings e.g. feminist, amnesty, gay.
Perception of Reality Perception of Reality
Human beings sensory perception vary?Human beings sensory perception vary?
Abstracting – focusing on some details and Abstracting – focusing on some details and
omitting others is a process called abstracting.omitting others is a process called abstracting.
Necessary, desirable abstracts – keeping in view Necessary, desirable abstracts – keeping in view
limited time, expense, space, purpose etc. limited time, expense, space, purpose etc.
Slanted statements – slanting is unfair in Slanted statements – slanting is unfair in
factual reporting factual reporting
Inferring – are conclusions down from evidenceInferring – are conclusions down from evidence
Desirable Inferences Desirable Inferences
Foreign airport – hospitable treatment Foreign airport – hospitable treatment
On elevator – desired floor On elevator – desired floor
Dropping in million – deliveryDropping in million – delivery
Risks of Inferences Risks of Inferences
e.g. staggering of management trainee e.g. staggering of management trainee
Drinking problem or Meniere’s syndromeDrinking problem or Meniere’s syndrome
Values Attitude and OpinionsValues Attitude and Opinions
Favorable or unfavorable informationFavorable or unfavorable information Effective communicator emphasizes Effective communicator emphasizes
receivers interests receivers interests Inadequate or incorrect information Inadequate or incorrect information Happy customer on adjustment Happy customer on adjustment Sad on wrong information about better deal Sad on wrong information about better deal
with other customer. with other customer. Closed minds e.g. Musharraf Closed minds e.g. Musharraf Sender’s credibility Sender’s credibility A democrat trusts a democrat while A democrat trusts a democrat while
republican trust a republican. republican trust a republican. Other circumstances affecting attitudes Other circumstances affecting attitudes
top related