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2.Understanding Business Communication

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1 2.Understanding Business Communication

2 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).

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

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

5 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)

6 Verbal Communication Why do we need language to communicate?

7 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

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

9 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

10 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

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

12 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

13 Five traits of successful communication
Perception Precision Credibility Control congeniality

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

15 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

16 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.

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