Business COMMUNICATION

Business Communication

The Communication Process Active Listening Skills Non-verbal Communication

HOW ABOUT THESE PERSONALITIES ?

Benefits of effective communication

Get more doneMore respectMore influenceMore comfortable with conflictMore peace of mindMore satisfying closeness with others

What is Communication?

Communication is the transmission of an idea or feeling so that the sender and receiver share the same

understanding.

Visual Images

Body LanguageWritte

n Words

Spoken Words

One-way communication

Two-way communication

One to many

Active listening

Simple language

Pronunciation & Diction

Questioning skills

Eye contact, Postures & Gestures

NoiseInappropriate mediumAssumptions/MisconceptionsEmotionsLanguage differencesCultural differencesPoor listening skillsUse of jargonDistractions

Hearing – Physical process, natural, passive

Listening – Physical as well

as mental process, active,learned process, a skill

Listening is hard.You must choose to participate in the process of listening.

Listen first and acknowledge what you hear , even if you don’t agree with it, before expressing your experience or point of view.

Listening responsively is always worthwhileas a way of letting people know that you care

about them.

Listen first

• Jumping to conclusions- Subjective/ Objective• Hearing what we want to hear• Formulating and rehearsing the response• Being inattentive Having a closed mind• Feeling anxious or self-conscious• Subjective biases based on ignorance or prejudice• Linguistic/ Cultural issues

Listening to others helps others to listen.

Attorneys listen to tear down the other side’s argument.

We spend more time to arrange agreement.

The person you defeat today will probably be the person whose cooperation we need tomorrow.

Type of Question Use

Open Questions For more informationClosed Questions For specific informationProbing Questions For added detailEcho Questions To get the other back on trackLeading Questions To get the other to think/reflect

Open Questions:– Revealing, personal, Descriptive, Wh- Type

• What may be the impact of this action?• What are your concerns about this new program?

Closed Questions:– Specific, Objective, Verbal Type

• Do you have health insurance?• Are you interested in that?

Non – verbal Communication

An old Yiddish proverb says, "The eyes are the mirror of the soul“

tells others you are confident helps others consider what you say is important signals intellect and honesty

Alarming !!

liars tend to not keep eye contact

The way we carry ourselves, the gestures we use and our facial expressions all communicate much more than we realize.

Gesture: Brisk, erect walkMeaning: Confidence

Gesture: Standing with hands on hipsMeaning: Readiness, aggression

Gesture: Sitting with legs crossed, foot kicking slightlyMeaning: Boredom

Gesture: Sitting, legs apartMeaning: Open, relaxed

Gesture: Arms crossed on chestMeaning: Defensiveness

Gesture: Walking with hands in pockets, shoulders hunchedMeaning: Dejection

Gesture: Hand to cheekMeaning: Evaluation, thinking

Gesture: Touching, slightly rubbing noseMeaning: Rejection, doubt, lying

Gesture: Rubbing the eyeMeaning: Doubt, disbelief

Gesture: Hands clasped behind backMeaning: Anger, frustration, apprehension

Gesture: Locked anklesMeaning: Apprehension

Gesture: Head resting in hand, eyes downcastMeaning: Boredom

Gesture: Rubbing handsMeaning: Anticipation

Gesture: Sitting with hands clasped behind head, legs crossedMeaning: Confidence, superiority

Gesture: Open palmMeaning: Sincerity, openness, innocence

Gesture: Pinching bridge of nose, eyes closedMeaning: Negative evaluation

Gesture: Tapping or drumming fingersMeaning: Impatience

Gesture: Steepling fingersMeaning: Authoritative

Gesture: Patting/fondling hairMeaning: Lack of self-confidence; insecurity

Gesture: Quickly tilted headMeaning: Interest

Gesture: Stroking chinMeaning: Trying to make a decision

Gesture: Looking down, face turned awayMeaning: Disbelief

Gesture: Biting nailsMeaning: Insecurity, nervousness

Gesture: Pulling or tugging at earMeaning: Indecision

Gesture: Prolonged tilted headMeaning: Boredom

“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 AmelioPresident and CEO of National Semiconductor Corp.