2. Business Communication

3. 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach Which is the Better way of doing it. 4.Technique What specific methods should I use to solve it.

4. Dimensions of Communication Verbal Non verbal – Body Language +Tone Listening Asking Questions Feedback – asking and giving Assertive Communication

5. Communication : Leadership responsibility of creating Understanding and Trust

6. Listening Feedback Semantics Tune to receiver Lack of Planning:Who, When, Where, Objectives,OptionsWhat,Why, How Failure to see NeedAwareness AssumptionFacts Self-InterestEmpathy

7. Emotional Intelligence

8. The Competence Framework Personal competence These competencies determine how we manage ourselves.  Self awareness  Self-Regulation  Self Motivation Social Competence These competencies determine how we handle relationships.  Social Awareness and Empathy  Social Skills

9. Self-Awareness Knowing one’s internal states, preferences, resources and intuitions Emotional Awareness Accurate Self-assessment Self-Confidence

10. Self Regulation Managing one's internal states, impulses, and resources Self-control Trustworthiness Conscientiousness Innovation Adaptability

11. Self Motivation Emotional tendencies that guide or facilitate reaching goals Achievement drive Commitment Initiative Optimism

12. Social Awareness & Empathy Awareness of other's feelings, needs and concerns –Understanding Others –Developing others –Service orientation –Leveraging diversity –Political awareness

13. Social Skills Communication Conflict Management Change Catalyst Building Bonds Collaboration and Cooperation Team Capabilities Influence Leadership

14. 1. The process of using our Eyes, Eyes, Ears and Ears and Mind Mind to to Understand Understand Meanings and Meanings and Feelings. Feelings.

15. Nonverbal Do’s and Don’ts for the Listener 1.Pay attention/Concentrate 2.Maintain Eye contact 3.Show Interest by Appropriate gestures – - Nodding, Smiling 4.Encourage the speaker by words/sounds- - “I see, yes, really, go on, Hmmm, Correct, Is it? “ 5.Don’t Interrupt

16. 1. Mirror content- Repeating important words, phrases or sentences used by the speaker. 2. Rephrase/Paraphrase/Summarise the content- Putting speaker’s meaning into your own words. 3. Reflect feeling- Paying attention to speaker’s feeling not just words and conveying the same to the speaker. 4. Rephrase the content and Reflect the feeling- Includes both 2nd and 3rd stages.

17. Nonverbal Do’s and Don’ts for the Listener 1.Pay attention/Concentrate 2.Maintain Eye contact 3.Show Interest by Appropriate gestures – - Nodding, Smiling 4.Encourage the speaker by words/sounds- - “I see, yes, really, go on, Hmmm, Correct, Is it? “ 5.Don’t Interrupt

18. Feedback 1. Make it Specific not vague 2. Focus on behaviour not personality 3. Keep it positively worded not negatively 4. Use words like “more, less, better” not “good, bad” 5. Convey what you have observed not passing judgement

19. Empathic Listening Shows Responses that Indicate Understanding Empathic Listening Shows Responses that Indicate Understanding I hear what you are feeling I understand what you are seeing I am interested and concerned I have no desire to change you You can feel free in my presence I don’t judge or evaluate you