business communication 1- chap 1 communication
DESCRIPTION
Chapter 1 CommunicationTRANSCRIPT
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INTRODUCTION
• Communication is very important to transfer information to other party through machines and face to face.
• Communication is very important whether it is transferred by an oral or written form.
• Communication can be divided into internal and external form.
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DEFINITION
• Communication is a process in which people share information, ideas, experiences and feelings.
• Communication process is made up of various elements such as sender- receiver, messages, channel, feedback, and setting.
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GOALSThe main goal of business communication is to • influence• to control our audience's responses in the way
we intendedIt also includes for short term • such as having our audience obey an orderThe long term • such as having our audience continue to
follow the spirit of the policy
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SECONDARY GOALS
• Self-expression, • Social relationships, • Career advancement
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WHY we communicate??
Understanding others’ needs, ideas, thoughts, info & feelings.
Improve & stabilize our relationship.Build up our skills.Develop personalities.
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GOALS OF BUSINESS COMMUNICATION
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Provides factual information
Inform readers or provide information
Clarify and condense information
State precise responsibilities
Persuade and make recommendations
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Apply a variety of communication that can be delivered.
Provide immediate usable skills. Improve your business writing skills.Recognize common obstacles. Gain insight into the art and the science of
negotiation and recognize how to be part of a negotiation team.
Utilize multiple organizational strategies for preparing oral presentations.
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MODE OF COMMUNICATION
Web – based communicationEmailsReports PresentationTelephoneFace to face
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FACTORS INFLUENCING THE GOALS
Environment Culture
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OBSTACLES TO ACCOMPLISH GOALS
Perception and language
Information overloadAbility of individual to send & receive
messages Perceptions of sender & receiver AttitudeEmotions and Self-Esteem
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HOW TO ACCOMPLISH BUSINESS COMMUNICATION GOALS
Review your goals regularly, preferably daily
Break down a goal into actionable steps
Break down a goal into quantifiable results
Track a goal by the amount of time you spend on it
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STUDENTImportant - to get information
- to interact between lecturer
- to interact among others
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BUSINESSMAN
Important - to have connection with others business organization.
- to built good rapport
- to make profit
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Formal and Informal Communication
Network
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Main elements in Comm.
source
message
channel
receiver
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source
messagemessage
channel
receiver
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When msg is received, there is no response/reply needed.
Eg: news report through tv.
Response to message where the role of the source & the receiver keeps changing hands.
E.g.: conversation between you and your friend.
ONE-WAY TWO-WAY
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Levels of COMMUNICATION
Intrapersonal comm.Interpersonal comm.Group comm.Organizational comm.
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INTRAPERSONAL Comm.
Communication between one person which is an individual process based on own experiences.
E.g.: to decide which course is the best for you and your future.
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INTERPERSONAL Communication
2 person are involve in the communication.
E.g.: you and your friend are talking about your favorite soccer team.
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GROUP Communication
More than 2 person involve.Not more than 12 person in a small group.Not more than 50 person in a large group.
E.g.: communication among committees,club,society etc.
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ORGANIZATIONAL Communication
When groups discover that they are unable to accomplish their goals.
E.g.: schedules of 2 clubs in university are clashing. Thus, a meeting between 2 clubs is needed to come out with a solution.
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Choosing the FACTORS of communication
CostConfidentialitySafety & securityInfluenceUrgency
DistanceTime of dayResourcesWritten recordReceiver
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FORMAL & INFORMAL Communication Network
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FORMAL Comm.
Verbal Non-verbal
Ways of communicationLanguagesTones of speaking
Facial expressionsBody languageAppearance
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Formal Comm. (verbal)
Ways of communication MeetingPhone callsLive video conference SpeechInterview AnnouncementForums
Languages used ProperSuitableUnderstandable
Tones of speaking Loud & stern toneSteady & calm tone
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Formal Comm. (non-verbal)
Written FaxFormal letterMemoE-mailForms/application form
Facial expressions Calm lookSmiling faceDetermined look
Body language Small gesturesMovement of body should be fine & suitable
Appearance Way of dressingProper clothing
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INFORMAL Comm.
Verbal Non-verbal
Ways of communicationLanguagesTones of speaking
Facial expressionsBody languageAppearance
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Informal Comm. (verbal)
Ways of communication Infinite Phone callsSmall discussionsFather-to-son talkPersonal chatting (via internet)
Languages used MixedBrokenImproper
Tones of speaking VariousJumbled up
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Informal Comm. (non-verbal)
Written Yahoo messengerInformal letterSMS (Short Messaging System)
Facial expressions Feedback
Body language Various gesturesMore actions & movement of body
Appearance Any forms in dressing
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Introduction
Barriers : anything that restrains or obstructs progress, access, etc.: a trade barrier.
Communication : the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs.
something imparted, interchanged, or transmitted.
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Barriers of Communication
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OverviewPerceptual and Language Differences
Restrictive Environments
Distractions
Deceptive Tactics
Information Overload
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Perceptual and Language Difference
Perceptions are unique !!!
Because its unique, the ideas you want to express differ from other people’s
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Restrictive Environment
Every link in the communication link is prone to error
Communication becomes fragmented when a network limits the flow of information (upward,downward or horizontal)
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E.g. : lower-level employee may obtain only enough information to perform their isolated tasks , learning very little about other areas
Only the people at the very top of the management can see “the big picture”
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Distractions
Physical Distractions can block effective communication
E.g. : bad connections(phone) , poor acoustics
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Emotional Distraction :
(1)a person who is delivering a message might find it difficult to deliver information if he is emotionally disturbed
(2)If receivers are emotionally disturbed , they may ignore or distort your message
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Deceptive Tactics
Language is made up of many words , deceptive communicators manipulate receiver blocks communication and ultimately leads to failure
Eg : they may exaggerate benefits , quote inaccurate statistics or hide negative information behind an optimistic attitude
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Information Overload
The number of documents increases everyday via e-mail, express couriers, fax, voice mail, websites, pagers and cell phone
Messages range from crucial news to jokes. This sheer number of information can be distracting making it difficult to discriminate between useful and useless information
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communication through visual aids
communication with visual effect. : art, signs, typography, drawing, graphic design, illustration, colours and electronic resources
the idea that a visual message with text has a greater power to inform, educate or persuade a person.
variety of ways to present information visually, like gestures, body language, video and TV.
Visual communication on the World Wide Web is perhaps the most important form of communication
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1) FEEDBACK
The chart below cites the effectiveness of visual aids on audience retention.
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INCREASE
UNDERSTANDING
SAVE TIME
ENHANCE RETENTION
PROMOTE ATTENTIVENESS
CONTROL NERVOUSNESS
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SUMMARY…
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Communicating Under Pressure: Don’t Let Stress Strain Communication
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StressEndemic to the work place todayComplicated and distort
communicationSlow down performance in work
place
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PROBLEMS CAUSED BY STRESS IN WORK PLACE
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Trouble ConcentratingHarder to concentrate when in stressBrain unable to store new information
Unclear DirectionsShortcuts are used when in stressAs result, people don’t understand what we want
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DefensivenessEmployee may react irrationally Unnecessary disagreements
ForgetfulnessBrain overloadedForgets easily what had just
heard
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Distortions in communication styleCommunication style shift under stressMight drive staffs crazy and hurting productivity
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Avoid Problems in workplace
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Keep Messages Short and ClearOffer simple and clear pointSummarize - short and easy to understand
Repeat The MessagesDon't rely on one mode/ medium of communicationRepeat by phone call or email
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Encourage to Ask QuestionsStaff might not be cleared on
what you saidProvide time for people to enquire / offer to ask questions
Slow DownDon’t rush for performance too muchHave time to interact with employee rather than driving employee for results“Less task, more talk”
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Look Out for Employees Who Withdraw People tend to retreat under stressDon’t let members be isolatedConduct one-to-one conversations
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Reference
Field, Anne. (2004). Don’t Let Stress Strain Communication. (Eds.). Face-to-Face Communications for Clarity and Impact. Boston, Massachusetts: Harvard Business School Press.
(ISBN 13) 978-1-59139-347-4Copyright 2004 Harvard Business School
Publishing Corporation.