Session 01 - Introduction to effective communication.pdf

Intro to Business Communication Session 01  Effective managers and professionals in all walks of life … have to become skilled in the art of “reading” the situations that they are attempting to organize or manage. (Morgan,1997,p.3)  1. What is communication?...

Intro to Business Communication Session 01  Effective managers and professionals in all walks of life … have to become skilled in the art of “reading” the situations that they are attempting to organize or manage. (Morgan,1997,p.3)  1. What is communication? 2. What is business communication? Outline 3. What’s strategic communication?  1. Communication refers to the act of sending and receiving messages, by speaking or writing. What is communication? 2. The word is of Latin origin, meaning ‘to make common.’ “Communication” originally meant ‘to make common our understanding.’   Clear  Concise  Coherent Seven C’s of  Commanding Communication  Complete  Correct  Courteous  1. The main objective of effective communication is: A. To get the desired feedback from the audience within a specific time period Recap B. To inform the audience and to persuade them C. To get the feedback from the audience as soon as possible D. None of the above  2. 7 C’s of communication does not include: A. complete B. clever Recap C. coherence D. correct An Interactive Model of Intended Perceived Communication meaning meaning Noise Verbal Message Non-verbal Message A’s B’s reality Noise reality  Phase 1: Phase 6: Sender Has Channel Receiver The an Idea And Medium Sends Feedback Communication Process Phase 2: Phase 5: Sender Encodes Receiver Decodes Idea Message Phase 3: Phase 4: Six-Phase Sender Transmits Receiver Gets Process Message Message Situation   Business Communication is planning your communication to get what you want.  Business Communication is the process of Business working with others to achieve your goals. Communication  Managing your communication is the art of rhetoric or getting what you want.  The three basic purposes of all forms of business communication are: Purpose of  To inform Business  To request or persuade Communication  To build goodwill Do not neglect the third purpose!  To get the desired audience response, you need to think about :  Communicator  Audience Five strategies  Message  Channel(medium)  Culture  You need to think about, 1. Objective  What is your overall goal? 1. Broad goals Communicator 2. Action objectives 3. Communication objectives  You have to accomplish a specific result by a specific time.  Broad Goal Action Objective Communication Objective Update Report once a As a result of this management on month presentation my department boss will learn about performance the new projects, we Examples initiated this month Increase customer Sign with 20 new As a result of this base clients each month letter, the client will sign and return the contract.  2. Style TELL – You are instructing or explaining You want your audience to learn. SELL – You are persuading Communicator You want your audience to change their thinking. (Contd.) CONSULT –You need some give-and-take with your audience Yet you want to control the interaction JOIN – You are collaborating You and your audience are working together to come up with the result.  3. Credibility Five factors affect your credibility. I. Rank II. Goodwill Communicator III. Expertise (Contd.) IV. Image V. Common Ground  Credibility is crucial for achieving results.   Who are they? Primary audience Secondary audience Gatekeeper Opinion leader Key decision maker Audience Without audience analysis your message will lose its effectiveness.  What do they know?  What do they feel?  How can you persuade them?  1. Logos (The reason is logical) 2. Pathos Art of (The reason is emotional) Persuasion 3. Ethos (The reason is ethical)  How can you emphasize? Direct Approach / Bottom lining your message Indirect Approach (saving your main idea until the end of the message) Message How can you organize?  Ideas are haphazard, messages are organized.  Messages are structured on the emphasis you give them and the organization of items   Oral (spoken) – presentations/meetings  Via electronic means - e-mail, fax or through the Web,etc.  Telephone  Paper based - letter, memo, scribbled note, poster etc. The medium  Image/visual  Sound  Silent communication - smell, touch, body language, colour, etc.  Speaking Writing Face to face Telephone Channel Traditional writing Interviews Choice Fax Presentations E-mail Strategy Videoconferences Web page Audioconferences SMS messaging Broadcasting/webcasting Electronic meetings   The cultural differences could result from  Different countries  Regions  Industries  Organizations Culture  Gender  Age  Ethnic groups  Work groups   This is the most difficult to define, and the most important in terms of results. Factors to keep in mind: Culture ✓Formal/Informal Strategy ✓Spoken/Written ✓Attitude ✓Gestures ✓Attire  In what ways will communication in organizations be different from communication Discussion in our day to day life?  Organizations generally use Business Communication to carry out its operations. Business Communication is communicating with Communication various stakeholders to achieve various organizational goals. in Organizations use written, oral and non verbal media to Organizations communicate for various purposes both internally and externally. What are the purposes of organizational communication?  ▪ Identify problems ▪ Solve problems Purposes of ▪ Supervise and assess work Organizational ▪ Coordinate functions / people and activities Communication ▪ Develop / improve products and services ▪ Develop relationships ▪ Provide common understanding  Networks of Communication - Formal Communication Internal-Operational Communication Communication External-Operational Communication Flow in Organizations - Informal Communication Personal Communication  ❖ Downward Communication ❖ Upward Communication ❖ Horizontal Communication Formal Internal ❖ Diagonal Communication Communication Discuss examples of each of the above.   Grapevine is the informal exchange of information and emotions. It could be done internally and externally too. Though it could affect an organization negatively, it is also essential for the success of a business because it: promotes good relationships among employees Informal affects attitudes of employees which in turn affects their Communication performance (Grapevine) develops team spirit motivates employees creates a pleasant working environment  Technology has influenced every aspect of communication in both positive and negative manners. Technology in It has blurred the boundaries of organizational responsibilities and employees need high technical Communication competence to keep pace. The effectiveness of the use of technological tools determines the effectiveness of the media.  ▪ Less geographical barriers ▪ Easy access to people Advantages of ▪ Streamlined organizational structure technology in ▪ Increased team work communication ▪ Fast project implementation ▪ Faster decision making  ▪ Technophobia ▪ Information overload Disadvantages ▪ Less time for interaction of technology in ▪ Personal and professional life connected communication ▪ Isolation   How to communicate effectively Benefits of  How to get good grades  How to get a job Business  How to keep a job Communication  How to achieve your goals  HOW TO BE HAPPY Q &A