1. Business Communication Overview
LECTURE 32
Business Communication Overview

2. Assertion
People who are able to say what they mean and acknowledge other people’s rights to express opinions and feelings are assertive communicators.
Non-assertive behavior is another term for aggressive or submissive behavior this way we fail to express honest feelings ,thoughts and beliefs.

3. Crisis
Discomfort
Incident
Misunderstanding
Tension
Crisis

4. Negotiation strategies
Win-win, both parties are satisfied with the settlement
Win-lose, the party who initiated the conflict being satisfied
Lose-win, the initiator is dissatisfied
Lose-lose ,the objectives of both parties are too rigid so that they are unable to collaborate

5. Types of individuals Self-denying (introverts)
Self-protecting (side-tracking)
Self-exposing (wish to be center of attention)
Self-bargaining (show their feelings if you show yours first)
Self-actualization (ideal)

6. Types of powers Legitimate powers Expertise power Reward power
Coercive power (use authority and force against interest of other)
Consultative power (able to advise)

7. Customer types Impatient customers Rude customers Boring customers
Over fussy customers
Cooperative customer

8. Work team enablers Power Accountability Capability Direction
Transparency

9. Forming
Storming
Norming
Performing
Adjourning

10. Attributes Patience Perseverance Integrity Honesty Commitment Devotion
Hardwork

11. Course contents Definition of Business Communication Theories Barriers
Verbal/Nonverbal
Seven Cs
Listening skills
Business writing
Audience Analysis

12. Memos, Office-notes, Letters, Faxes
Reports, Feasibility/Proposals s
Resume/CV writing
Interview skills
Meetings
Presentation skills

13. Recommended Books
1. Business Communication & Technologies-Beck, Harvey, Mylonas, Rasmussen
2. Business Communication Today (Lesikar & Flatley)
3. Business Communication Today –ll (Bovee & Thill)
4. Business Communication (Mary Ellen Guffey)

14. ”Electric communication will never be a substitute for the face of someone who with their soul encourages another person to be brave and true. “ --Charles Dickens

15. "Developing excellent COMMUNICATION skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can't get a message across clearly and motivate others to act on it, then having a message doesn't even matter."
Gilbert Amelio, President and CEO of National Semiconductor Corp.

16. “The real art of CONVERSATION is not only to say the right thing at the right place, but to leave unsaid the wrong thing at the tempting moment.” ~Dorothy Nevill
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