Business Communication Handout PDF

**BUSINESS COMMUNICATION** **HANDOUTS** **SESSION 1** **Communication is like the Human Body:** - It has many systems (Verbal and Non-verbal Methods) - It is voluntary and involuntary (Intentional and Unintentional Communication) - And sometimes it experiences system failure (Communi...

**BUSINESS COMMUNICATION** **HANDOUTS** **SESSION 1** **Communication is like the Human Body:** - It has many systems (Verbal and Non-verbal Methods) - It is voluntary and involuntary (Intentional and Unintentional Communication) - And sometimes it experiences system failure (Communication Breakdown) Language - a system of symbols, words, and/or gestures used to communicate meaning. Does everyone on earth speak the same language? Obviously, no. People are raised in different cultures, with different values, beliefs, customs, and different languages to express those cultural attributes. Even people who speak the same language, like speakers of English in London, New Delhi, or Cleveland, speak and interact using their own words that are community-defined, self-defined, and have room for interpretation. Within the United States, depending on the context and environment, you may hear colorful sayings that are quite regional, and may notice an accent, pace, or tone of communication that is distinct from your own. This variation in our use of language is a creative way to form relationships and communities, but can also lead to miscommunication. **The Nature of Language** - Language is symbolic - Meanings are in people, not in words - Language is rule-governed **The Power of Language** Language shapes attitudes. It reflects attitudes of: - Power and Affiliation - Attraction and Interest - Responsibility **Impression Management** Impression management involves - Managing others' view of oneself - Issues of honesty and dishonesty - Choices of faces and impressions - Choice of words and tone **Misunderstandings in Language** - **Equivocal Words** **--** if two names have the same sound (homophones) or the same spelling (homonyms), but different meanings. Ex: The [bright] student studied under the [bright] light. - **Relative Words --** nonspecific descriptive words which only have meaning in relation to something else. Ex: The phrase "that won" in "the book that won" is a relative clause. - **Slangs and Jargons --** Slang is a colloquial variety of language that is used in highly informal situations. Jargon refers to special words or expressions that belong to a specific profession or activity. Ex: Jargon (BTW, OTW, LOL) Slangs (Y'all, photo bombed, frenemy) - **Overly Abstract Language --** Abstract language is used to discuss ideas. Overly abstract language leaves too much room for interpretation and hides details from others. Ex: "I want **freedom**." (the word is familiar enough but when I say "I want freedom." What am I talking about? Divorce? Vacation? Self-employment? The meaning of freedom won't stay still) - **Confusing Facts and Opinions --** Facts are actual things that exists and is provable, observable and measurable while opinion is a personal belief or judgment that is not founded on proof or certainty. Ex: Let's say one day everyone in the world gets together and collectively decides that blue is the best color. This is now an accepted truth, but it is still an opinion. - **Confusing Facts and Inferences --** Facts are actual things that exists and is provable, observable and measurable while inferences are mental judgments based on observations. Ex: You did not see the rain but you decided that it rained because on your observation. These observations came from your interpretation of the facts that you gathered about the rain. - **Emotive Language --** is a language that is used to evoke an emotional response from the reader. Ex: Happy : Blissful, Nice : Adored, Strong : Unbeatable - **Evasive Language --** does not directly state what a speaker has in mind. Used to avoid a situation. Ex: "Extrajudicial killing" instead of "Assassination" "Collateral damage" instead of "multiple fatalities" **SESSION 2** **Global business** - refers to international trade whereas a global business is a company doing business across the world. The exchange of goods over great distances goes back a very long time. It is a company that operates facilities (such as factories and distribution centers) in many countries around the world. This is different from an international business, which sells products worldwide but has facilities only in its home country. The world keeps getting smaller. International trade agreements, faster and more efficient shipping and the pervasiveness of the internet across the globe are all contributing toward a global economy, and global business is at the center of it all. **THE BENEFITS OF GLOBAL BUSINESS** The primary benefit of expanding business operations beyond your borders comes down to numbers. Operating in more countries means access to more customers, which means more revenue and profit. If you sell goods, higher volumes can reduce costs. If you\'re in the services sector, you have the opportunity to hire more talent, which can bring in new ideas and can open even more opportunities --- opportunities you haven\'t even considered yet. Operating in global markets is also a good way to reduce risks and to leverage new opportunities. If you are working in a different country with its own economy, it can serve as a buffer should there be a lag, let alone a recession, in your own country. Additionally, if there is a change in the market there, like a new product or service or a competitor pulling out, you already have a foothold there, and you can move quickly to take advantage of that change. - Exports are essential to: individual businesses and country's economy. - Many companies depend on vendors who are located in other countries. - Managers often find they need international experience for top-level jobs. **SOURCES OF WORKPLACE/ WORK FORCE DIVERSITY** The work force diversity is defined as difference between employees of the organization on the basis of functional specialty, age, sexual orientation, life style & geographic origin etc. In other words those human characteristics that can make people different are covered in the area of work force diversity. Normally there are two broader sources of work force diversity that result into variations among people. One of them is related to that factor over which people have little or no control & the second one is based on the factor over which people have control. The work force diversity can become harmful for the productive team work of the organization if the management could not properly manage it. - **Gender** - **Race and Ethnicity** - **Regional and National Origin** - **Social class** - **Religion** - **Age** - **Sexual Orientation** - **Physical ability** **HIGH-CONTEXT AND LOW-CONTEXT CULTURES** **High -Context** **Low-Context** --------------- ------------------------------------------- --------------------------------- Relationships Infer formation from social relationships Rely little on relationship Information Convey little explicitly Spell out most information Politeness Indirect Direct Agreements Value oral Value written Signs Rely heavily on nonverbal signals Rely heavily on written signals **What is a successful Intercultural Cultural Communicator?** - Aware of one's preferred values - Flexible and open to change - Sensitive to verbal and nonverbal behavior - Aware of values, beliefs and practices in other cultures - Sensitive to differences among individuals within culture **SESSION 3** **TYPES OF COMMUNICATION** **1. Intrapersonal Communication --** known as communication with oneself. The "little voice" in your head. Self-talk is the inner speech that includes the questions and comments you make to yourself. It is a powerful influence. You use it when you: a\. Think things through b\. Interpret events c\. Interpret messages of others d\. Respond to your own experience e\. Respond to your interactions with others It can serve different purposes. It can be for self-awareness, decision-making or building perceptions about yourself and environment. Research has shown that positive self-talk increases focus, concentration and performance. **2. Dyadic/Interpersonal Communication --** it is face to face verbal communication between two persons involving their mutual ideas, thoughts, behavior, ideals, liking and disliking. Dyads are the most common communication setting. Even communication in larger groups is consist of small dyadic interactions. It is considered identical to an interpersonal communication, however, not all interpersonal communications re dyads. Its purpose are to fulfill social needs, build relationships and intimacy. **3. Small Group Communication** -- the communication that is carried out within a small group. A small group is generally defined as a group that consists of at least three members or a maximum of around twelve to fifteen members. A small group may be a professional group, an educational group or a social group, for example, class, athletic team, etc. **A group should have:** **Effective Small Group Communication** Effective team communication in a small group is a mix of good manners, good attention and open-mindedness. You should think before you speak. - Ask if everyone understands what the team goals are. - Listen carefully to what the other person is saying and don't interrupt until someone has finished talking. - Make sure every member of the group gets the chance to speak. - Be open-minded. - Watch your body-language. It is more effective than what you say. - If there are any misunderstandings, clear them up in a calm manner. - If you don't understand any point, speak up and ask questions. - Be polite always. **4. Public Communication** -- one or a few people are likely to deliver their remarks and the rest act as an audience. In most settings, the audience isn't able to talk back as much as in dyad or a small group. Think of public speeches you have heard. Were they effective? Why so? **Effective Public Communication** - **Know your material.** Pick a topic you are interested in. know more about it than you include in your speech. Use humor, personal stories and conversational language -- that way, you wont easily forget what to say. - **Practice. Practice. Practice!** Rehearse out loud with all equipment you plan on using. Revise, as necessary. Work to control filler words; practice, pause and breathe. Practice with a timer and allow time for the unexpected. - **Know the audience.** Greet some of the audience members as they arrive. It's easier to speak to a group of friends than to a stranger. - **Look good, Smell good, Sound good.** Be visually appealing. Relax. Confidence is everything. Begin by addressing the audience. It buys you time and calms your nerves. Pause, smile and count to three before saying anything. Transform nervous energy into enthusiasm. Begin with something to get the attention of the audience. This might be a startling statement, statistic, or your own story. Listeners pay close attention when a person begins with, "Two weeks ago, as I was driving to work a car pulled out in front of me...." You could begin with a current event: "You might have read in the paper this morning about the flood that...." A question is another way to make people listen. "How many of you feel our society spends too much on medical care?" might be a way to begin a presentation about curbing costs. - **Go beyond Words.** Eye contact: look at the audience as you speak. If it is a small audience, you can look at each person in a short period of time. Use gestures and non-verbal language: be visually appealing and don't be so stiff. Gestures help you ease your nerves as well. Remember that big movements can be too distracting. (moving around too much, tapping your foot, hand in the pocket) Be energetic in delivery. Speak with variety in your voice. Slow down for a dramatic point and speed up to show excitement. Pause occasionally for effect. - **Include visual aids.** To add interest and understanding to your speech, include a visual aid. A visual aid could be an object, a flip chart, a PowerPoint presentation, overhead projector slides, or a dry erase board. Whatever visual you are using, make sure everyone can see it. Don't allow the visual to become a silent demonstration. Keep talking as you show the visual. You are still the main event and the visual is an aid. Look at your audience, not your visual. **5. Mass Communication** -- in this category, we refer to the communication originating from one source and meant for all possible audience regardless of distance, religion, nationality, etc. the mass communication involves in the use of technology for it is not possible to carry message to a very high number of receivers without the use of any devices or techniques. That is why more research and investment has gone into handling the mass communication. Communication is aimed at a large audience; hence, there is no contact between sender and receiver. **SESSION 4** **FUNCTIONS OF COMMUNICATION** Communication plays a vital role in fulfilling the following: **1. Physical Needs** It is necessary to have communication for overall physical health. The absence or lack of satisfying communication can lead to: \- Social Isolation, which increases the risk of terminal cancer and death \- Mental Problem \- Stress and complications for pregnant women **2. Identity Needs** Communication is the only way for us to know who we are. Through communication, we are able to: \- Gain an idea of our identity, the way we define ourselves \- Gain an idea of our identity, the way others define us \- Establish self-image **3. Social Needs** Communication provides a vital link to others. Some of the social needs we satisfy by communication are: \- Pleasure \- Affection \- Inclusion \- Relaxation \- Control **4. Practical Needs** Communication is the important key to effectiveness in a variety of everyday situations. Every day, we perform important functions through communicating. **MISCONCEPTIONS ON COMMUNICATION** - **Communication Does Not Always Require Complete Understanding.** There are forms of communication that do not completely require understanding. For example, when you ask someone "how are you?", and he says "I'm okay", this is just mutual acknowledgement and it is not necessary to exchange information. - **More Communication is Not Always Better.** Although it is certainly true that not communicating enough is a mistake, there are situations where too much communication is a mistake. Communication is not always a good thing. It could be unproductive, like trying to talk to a problem to death and end up going around circles. There are even times when no communication is necessary. For example, a salesman needs to give you time to just think about a product. Or when both parties are angry, and its best to blow off steam and not say anything. - **No Single Person or Event Causes Another's Reaction.** Communication skills can make a big difference, but sometimes, its not just communication. There are underlying "realities" or factors that affect how people react to communication. - **Communication Will Not Solve All Problems.** This is just an assumption. Not everything can be solved by communication. Sometimes, it is even necessary not to communicate. - **Meanings Rest in People, Not in Words.** Meanings are greatly affected by people's realities and interpretations. For example, "I hate you" can mean, "I don't really hate you, I just wanna make you feel bad" or "I totally abhor you". - **Communication is Not Simple.** Although humans learn to communicate as way of life, communication, or effective communication takes time, influence and practice. **COMMUNICATION COMPETENCE** It is the ability to interact well with others. In achieving communication competence, one must have the following qualities: - **Adaptability and Flexibility.** The ability to change behaviors and goals to meet the needs of interaction; being sensitive to amount and type of information; being articulate -- ability to express ideas through language; ability to use humor in adapting the social situations; ease tensions. - **Appropriateness.** The ability to choose behavior based on a situation; knowing what appropriate responses would be in a given situation. - **Communication Skills.** Use of language in communication; articulation, grammar, cohesiveness, clarity, tone. This can be improved over time through practice. - **Conversation Management.** How communicators regulate their interactions. Who controls the interaction flow and how smoothly the interaction proceeds. How topics proceed and change. - **Empathy.** The ability to demonstrate understanding and share emotional reactions to situation; putting yourself in their shoes or understand their point of view. - **Self-Monitoring.** Paying close attention to one's own behavior and using this to instruct oneself on how to behave. Able to determine when to speak or not, or if you are saying something awkward. Listening to oneself. **SESSION 5** In order for a certain business communication to be effective, the structure and totality of the message is vital. However, the message alone is not enough. An appropriate medium should also be used depending on the ideal audience and message. **Channels** are the means by which messages are conveyed. There are many channels, both traditional and new, by which messages can be: 1. **One way, Two-way or Multidirectional** 2. **Technologically Mediated** 3. **Synchronous or Asynchronous** 4. **Individual or Group** 5. **Hard copy or Electronic** 6. **Permanent or Transient** 7. **Formal or Informal** 8. **Lean or rich** **Traditional Communication Channels: Current Approaches:** Focus Groups Instant Messaging Ombudsman or Ombudswoman **Other informal channels of communication within organizations are not controlled by management. These include informal meetings and the grapevine.** **Criteria on Communicating Effectively Using Channels** - **Appropriateness --** Matching the channel to the message itself and the receiver, audience or target. - **Reinforcement -- T**he surest way to get a message across to others is to use more than one channel. This means the message may have to be tailored to different channels exploiting the strengths of a particular channel while avoiding its weaknesses. Communication effectiveness may therefore depend on saying something more than once, and in different ways. - **Preferences --** While being aware of your own preferences in communication style, in choosing channels you can work with, you should not reject other channels that are effective but with which you may not be as comfortable. - **Transformation --** People cannot assume that the channels or media they use will necessarily convey a message in a neutral and mechanical way -- they may affect or transform the content of the message in subtle or significant ways, and these effects may be positive or negative. **Using Communication Channels Effectively Depends on:** - Matching the channel to the message and the target audience. - Repeating and varying the message via different channels to reinforce the message. - Being ready to step outside your comfort zone to use new or unfamiliar channels. - Being aware that the channel chosen may transform the content of the message. **Barriers to Communication** **VERBAL BARRIERS** - **Inadequate Knowledge or Vocabulary -- Before you can even begin to think about how you will communicate an idea, you must, first of all, have the idea; that is, you must have sufficient knowledge about the topic to know what you want to say.** - **Differences in Interpretation -- Sometimes senders and receivers attribute different meanings to the same word or attribute the same meaning to different words. When this happens, miscommunication can occur.** - **Language Differences --** Difference in language is the most obvious barrier to communication as two people speaking two different languages cannot communicate with each other. For example, an American goes to China. The person does not understand Chinese and most people in China do not understand English. So, when the person speaks, the communication is worthless as the other Chinese person doesn't understand it. - **Inappropriate Use of Expressions -- There are several examples of expressions that cause confusion while communicating. Slang is an expression, identified with a specific group of people. Jargon is the technical terminology used within special groups. Euphemisms are expressions used instead of words that may be offensive, for example, being "let go" instead of "fired".** - **Over Abstraction and Ambiguity -- An abstract word identifies an idea or a feeling instead of a concrete object. For example, *communication is an abstract word*, whereas *memorandum is a concrete word*. A word that identifies something that can be seen or touched. Abstract words are necessary to communicate about things you cannot see or touch. However, communication problems result when you use too many abstract words or when you use too high level of abstraction. The higher the level of abstraction, the more difficult it is for the receiver to visualize exactly what the sender has in mind.** - **Polarization -- At times, some people act as though every situation is divided into two opposite and distinct poles, with no allowance for a middle ground. What you do not say also communicate a message. (Example: you congratulate only one of the three people who took part in making a company presentation. How would the other two presenters feel -- even though you said nothing negative about their performance?)** **NON-VERBAL BARRIERS** - **Inappropriate or Conflicting Signals -- When we say one thing -- for example, that we are pleased to meet someone -- but our actions, posture, or expression suggests something contradictory, others will usually believe what we do rather than what we say.** - **Difference in Perception -- The varied perceptions of every individual give rise to a need for effective communication. We all have our own preferences, values, attitudes, origins and life experiences that act as "filters" on our experiences of people, events and information.** - **Inappropriate Emotions -- It is generally more effective to depend on logic instead of emotions when communicating. Expressions are group of words whose intended meanings are different from their literal interpretations. (Example: excessive anger can create such emotionally charged environment that reasonable discussion is not possible)** - **Distractions -- Any environment or competing element that restricts one's ability to concentrate on the communication task hinders effective communication. Such distractions are called noise.** **The 3Ps Model** **Provides a practical demonstration of a particular type of communication, shown close up in order to see the process of writing, not just the result. This process helps you focus on one aspect of writing at a time.** **Problem -- defines the situation and discusses the need for a particular communication task.** **Process -- a series of questions that provides a step-by-step guidance for accomplishing the specific communication task** **Product -- the result -- the finished product** **SESSION 6** **Directions of Communication** For an organization to be successful, communication must flow freely through formal and informal channels. In any organization, communication is necessary for a business to be successful. **There are 2 directions of communication.** **A. Formal Communication Network** -- transmission of information through official channels within the organization. The Formal Communication Network has 4 types: These are: **1. Downward Communication** \- This means that information may be transmitted from superiors to subordinate. Higher level management communicates with lower level management through emails, memorandums, conferences, telephone conversations, company newsletters, policy manuals, bulletin-board announcements, and videotape. One of the challenges with written downward communication is that management may assume that what is sent downward is received and understood. **2. Upward Communication** \- Flow of information from lower-level employees to upper-level employees. This type is important because it provides higher management with the information needed for decision making. It cultivates employee loyalty by giving employees an opportunity to be heard, to air their grievances, and to offer suggestions. Provides feedback necessary to let supervisors know whether subordinates received and understood messages that were sent downward. This type can take the form of email, memorandums, conferences, reports, suggestion system, employee surveys, or union publications among others. **3. Horizontal Communication** \- Flow of information among peers within the same work unit. This is important because it helps coordinate work assignments, share information on plans and activities, negotiate differences, and develop interpersonal support, thereby creating a more cohesive work unit. The more that individuals/departments within and organization must interact with each other to accomplish their objectives, the more frequent and intense will be the horizontal communication. One of the barriers for this type of communication is the intense competition for scarce resources, lack of trust among co-workers, or concerns about job security or promotions. **4. Cross-Channel Communication** \- Exchange of information among employees in different work units who are neither subordinate nor superior to one another. Staff specialists use cross-channel communication frequently because their responsibilities typically involve many departments within the organization. **B. Informal Communication Network** -- which is also called as grapevine. It transmits information information non-official channels within the organization. The Informal Communication Network is also known as grapevine. This the type of communication wherein information is passed on to different people in the organization through the use of non-official channels. A simple coffee break is an example of a non-official channel. Whenever people in the organization get a chance to talk to someone (may it be meeting at the corridor, or meet while waiting for the photocopier to finish the task, simple talk, etc) or wherever co-workers come together, they are likely to hear and pass information about possible happenings in the organization. Employees often say that the grapevine is their most frequent source of information on company plans and performance. In one survey of 451 executives, 91% reported they typically use the grapevine for information on company \"bad news\" such as layoffs or takeover. 73% for office politics, and 41% for \"good news\". **Common characteristics of Grapevine:** 1\. Most information passed along the grapevine (about 80%) is business related, and most of it (75-95%) is accurate. 2\. The grapevine is pervasive. It exists at all levels in the organization- from corporate boardroom to the assembly line. 3\. Information moves rapidly along the grapevine 4\. The grapevine is most active when change is taking place and when one\'s need to know or level of fear is highest-during layoffs, plar closings, acquisitions, mergers, and the like. 5\. Grapevine is a normal, often vital part of every organization. How can an organization stop this type of communication? Ask the opinion of the class and note their answers. The answer to this question is there is no way to eliminate this type of communication. Because the grapevine is something that would be impossible to stop and eliminate, competent managers accept its existence and pay attention to it. They act promptly to counteract false rumors. Most of all, they use the formal communication network to ensure that all news (positive/negative) gets out to employees as quickly and as completely as possible. The free flow of information within the organization not only stops rumors, but is also simply good business. **SESSION 7**  Speaking in person is by far the most effective method of oral communication. Research by UCLA psychology Professor Emeritus Albert Mehrabian reveals that in a conversation 7 percent of meaning is conveyed through the actual words, 38 percent of how words are said, including tone of voice, and 55 percent of communication occurs through facial expression. This means that when you can see and hear someone, you\'re getting the most from them. Therefore, interpersonal conversation, including multi-person meetings, have a greater chance of yielding understanding than other forms of oral speech. In part, it\'s because the oral communication are enhanced by the non-verbal facial expressions. Effective managers and employees need to know when email and other written and electronic media aren\'t getting the job done. Walking over to someone\'s desk or calling a meeting can very often get people on the same page faster. C:\\Users\\User\\Pictures\\Screenshots\\Screenshot 2024-10-16 142025.png **Individual Interaction** - Individual Interaction involves a direct face-to-face relationship between the sender and receiver of a message - It is characterized by a strong feedback component. - Communication is enhanced when the relationship exists over a long period of time. **Group Interaction** - Group Interaction involves three or more persons. - A group consists of a small collection of people who interact with each other, usually face to face, over time in order to reach goals.  **12 Effective Listening Techniques** 1\. Eliminate as many external distraction as you can. 2\. Eliminate as many internal distraction as you can. 3\. Come to meetings prepared so that you can actively listen to others. 4\. Take notes if you begin to daydream. 5\. Do not respond only to what the speaker implies. Respond to the total communication: content, intent and non-verbal communication. 6\. Identify the words that trigger your anger and then control your reaction. Try to understand why these words make you instantly angry. 7\. Respond to a speaker without judgement. 8\. Do not prepare your response while someone is talking. 9\. Do not go into a communication situation with your mind already made up. 10\. Negotiate behaviour with yourself. Understand ahead of time what your options may be to certain words or ideas. This is not prejudging, this is preparing. 11\. If you realize you are not listening, physically move forward in your seat. If standing, move toward the speaker if possible. 12\. Do not rely on others to interpret what happened in a meeting or what was said.