effective communication in business(fall 2010)

8/7/2019 Effective Communication in Business(Fall 2010)

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EFFECTIVE COMMUNICATIONIN BUSINESS

MOHAMMAD ALI JINNAH UNIVERSITY


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KEY TO SUCCESS

WHAT YOU SAY

HOW YOU SAY

Words are the most powerful drug usedWords are the most powerful drug used

by mankind.by mankind.

((Rudyard Kipling)Rudyard Kipling)


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CRITICAL SUCCESS FACTORFOR LIFE

The majority of your perceivedability comes from how youcommunicate

70% How you

communicate it

30% What you know

Source: CGAP Direct


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Communication is a social process.

Communication is like chain process, made upof identifiable links.

A process of transmitting and receiving verbaland non-verbal messages that produce aresponse

(Murphy & Hildebrandt)


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Communication refers to the act,

by one or more persons, of sendingand receiving messages that are

distorted by noise, occur within a

context, have some effect, and

provide some opportunity for

feedback

(Joseph A. Devito)


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Management

Conceptual Skill--Ability to solve problemsand demonstrate decision-making skills

Technical Skill--Ability to demonstrate

knowledge through tactile techniquesHuman Skill--Ability to interact with people


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ORGANIZATION?

A group of people associated forbusiness, political, professional,

religious, athletic, social, or other

purposes. Its activities require human being to

interact, react communicate.

Organizations facilitate to exchangeinformation, ideas, plans, order needed

supplies, make decisions, rules, proposals,

contracts, agreements etc.


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COMMUNICATION GOALS

To change behavior

To get action

To ensure understandingTo persuade

To get and giveInformation

Source: CGAP Direct

ORGANIZATIONAL


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ORGANIZATIONALCOMMUNICATION

Virtually every management function andactivity e.g. Planning, controlling, decisionmaking, leadership and staffing, can beconsidered communication.

Org. Performance correlates directly with thequality of managerial communication.

An average manager spends more time incommunicating than doing anything else.


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DecisionDecision

MakingMaking

DecisionDecision

MakingMakingStakeholderStakeholder

ResponseResponse

StakeholderStakeholder

ResponseResponse

PromotionalPromotional

MaterialsMaterials

PromotionalPromotional

MaterialsMaterialsWork FlowWork FlowWork FlowWork Flow

ProductivityProductivityProductivityProductivityProfessionalProfessionalImageImage

ProfessionalProfessionalImageImage

ProblemProblem

SolvingSolving

ProblemProblem

SolvingSolving

BusinessBusiness

RelationshipsRelationships

BusinessBusiness

RelationshipsRelationships

EffectiveEffectiveCommunicationCommunication

EffectiveEffectiveCommunicationCommunication


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process

Build or create goodwill

Get the desired response


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ORGANISATIONAL BENEFITS OFEFFECTIVE COMMUNICATIONS

Increase

productivity

Anticipate

problems

Makedecisions

Coordinat

e workflow

Supervise

others

Develop

relationships

Better

understanding in the workplace in general


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Todays Dynamic Workplace

Advances in

Technology

Advances in

Technology

The Age of

Information

The Age of

Information

Globalization

and Diversity

Globalization

and Diversity

Team-Based

Organizations

Team-Based

Organizations


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COMMUNICATE?

Communication satisfaction correlates

with job satisfaction and job

performance.

Commitment correlates with job

satisfaction and perceptions of good

organizational climate.


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COMMUNICATION

Effective communication occurs whenthe message received is as close as

possible as the message intended to be

sent mutual understanding.

-- Understand each otherUnderstand each other

-- Stimulate others to take actionStimulate others to take action

-- Encourage others to think in newEncourage others to think in new

ways.ways.


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TODAY

Significant source in managing and

leading organizations.

Opportunity to involve and motivatepeople to common goals.

Opportunity to cooperation with

stakeholders. Challenge to confirm the status in

society.


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COMMUNICATION SKILLSAND TOP EXECUTIVES

Communication skills occupy as much as 90% of a top

executives working day.

85% of business execs. rated business communication

as very important, whereas only 20% rated knowledge

of principles of management as very important.

Fortune 500 execs. rank oral presentations, memo

writing, and report writing as the top 3 necessary

communication skills.


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AREAS OF HUMANCOMMUNICATION

Intrapersonal to think, reason, analyze,

reflect.

Interpersonal to discover, relate, influence,

play, help.

Small group share information, generate

ideas, solve problems, help.

Organizational increase productivity, raisemorale, inform, persuade.

Public inform, persuade, entertain

Mass entertain, persuade and inform


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Process


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The Audience will

eat me away!Better

to run away?

I have to teach

The Components ofCommunication.


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Communication

Context

Sender-Encoder

Message

Medium Channel

Receiver-DecoderFeedback


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CONTEXT

Sender-Encoder

(Experiences,

Attitudes, skills)

Perception

Idea encoding

Symbol decisions

Sending mechanisms

FEEDBACKVerbal, nonverbal

Receiver-Decoder

(Experiences,

Attitudes, skills)

Sending mechanisms

Perception

Decoding

Idea mechanisms

Message

MediumVerbal, nonverbal

Stimuli

A Communication Model


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Language choiceAttitude

OpinionsEmotionsPast experienceLikes/dislikesEducationJob statusConfidenceAnalysis ability

CONTEXT

Country

Culture

Organization

Stimuli

External

Internal

LetterMemoNoteE-mailFaxTelexTelephone callMeeting etc.

culture, viewpoint,needs, skills, status,

mental ability, experience,expectations

MESSAGES AND


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MESSAGES ANDCHANNELS

communication channel is

the medium through whichthe message passes.

rarely takes place over onechannel. may use two, three,four different channelssimultaneously. vocal channel: speak & listen visual channel: gesture

olfactory channel: emitting ordetecting odors tactile channel: touching

another person


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MEDIUM

Verbal Non-verbal

OralWritten

Immediate feedbackShorter sentences shorter wordsConversationalFocus on interpersonal relationsPrompt actionLess detailed technical information

More personal pronounsMore colloquial languageSimpler constructionsMore impetrative, interrogative,exclamatory sentences

Delayed feedbackLonger sentences, longer wordsMore formalFocus on contentDelayed actionMore detailed technical information

Fewer personal pronounsMore complex constructionsUseful for permanent record, detailedocumentationPossibility of review

effective communication in business(fall 2010)

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