2.Understanding Business Communication

Effective communicator They absorb and transmit information efficiently. BY: Know how to put together the words that will convey their meaning Reinforce the words with gestures and actions. (look you in the eye, listen to what you have to say, think about your feelings and needs) Study your reactions, picking up nuances of your response (by watching your face and body, listening to your tone of voice, and evaluating your words).

Forms of communication Description Nonverbal communication Verbal communication Structure less structured structured Intent and spontaneity unplanned, unconscious planned, conscious

Nonverbal communication The most basic and has more impact Reliable and efficient

Types of Nonverbal communication Facial expressions and eye behavior Gestures and postures Vocal characteristics Personal appearance Touching behavior Use of time and space Use and interpretation depend on the contexts (situation and culture)

Verbal Communication Why do we need language to communicate?

Business Time spend on Communication Channels Receiving Listening 45% Reading 16% Sending Speaking 30% Writing 9% Showing: People spend more time receiving than transmitting information People prefer oral than written communication channels

register the information interpret and evaluate the information respond to the information file the information away

Process of Communication The sender has an idea The idea becomes a message The message is transmitted The receiver gets the message The receiver reacts and sends feedback

Formulating a message While formulating a message, barriers may appear in the forms of: Indecision about content Lack of familiarity with the situation or the receiver Difficulty in expressing ideas

Overcoming communication barriers A. Between people Factors Solutions Differences in perception Incorrect filtering Language problems Poor listening Differing emotional states Differing backgrounds

B. Within organizations Factors Solutions Information overload Message complexity Message competition Differing status Lack of trust Inadequate communication structures Incorrect choices of medium Closed communication climate Unethical communication Inefficient communication Physical distraction

Five traits of successful communication Perception Precision Credibility Control congeniality

How to improve communication Creating the messages carefully Minimizing noise in the transmission process Facilitating feedback

For discussion (groups of 4-5 people) Solving a communication dilemma at Ben & Jerry’s homemade Questions for Discussion, no. 1 and 2 Document for analysis

Assignment (+ to replace 1st week) Read and summarize chapter 3 & 4. To be submitted next week. REMEMBER: not reading the chapters carefully will be your loss.