Business Communication-NDIM-July 2009

8/7/2019 Business Communication-NDIM-July 2009

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BusinessCommunication

Competitive Edge Consultants

Faculty:Veena Kumar

Associate: Naushaba Qaiser

Welcome to the collectiveexploration on

July , 2009


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26-Jan-11 Business Communiation 2

ObjectivesObjectives

Equipping the participants with appropriate tools to

enhance their oral and written communication

effectiveness.

Enabling the participants to be more assertive while

communicating

Sharpening the listening and negotiation skills of theparticipants.


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Internal Assessment

Assignments10 (5*2)

Presentation10

Mid-Term Test- 10


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What will help and facilitate theWhat will help and facilitate the

effective learningeffective learningYou may get the best results from these sessions if:

1. You are Punctual

2. You actively participate in deliberations

3. Avoid private conversations

4. You are attentive

5. You appreciate another persons point of view

6. You switch off your mobile phones


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How do you rate yourself as aHow do you rate yourself as a

Communicator?Communicator?

Can't do = 0

Needs lot of improvement = 1

Needs some improvement = 2

Satisfactory = 3

Well enough =4

Very Well = 5


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What do you mean

by

Communication


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Sharing of information, attitudes and feelings:

To gain knowledge, get help / learn.

To pass on knowledge / give help / teach.

To exchange ideas

Communication is..Communication is..

How do we communicate?

By words / tones / visuals / non verbalbehaviors i.e.

through Body Language


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Communication

The process of the exchange of

information between a sender and

a receiver through a medium

(channel) which results in sharedfeedback.


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Impact of Good CommunicationImpact of Good Communication

Allows for free exchange of information and

ideas

Facilitates open discussions

Assists in determining directions

Helps people realize that their contributions are

positively recognized and valued

Is lifeblood of a Network due to the complexity

of the environment


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Impact of Poor CommunicationImpact of Poor Communication

Often causes unhappiness among members

Is an obstacle to achieving aimsMakes people feel left out from daily events and

decisions

Contributes to tensions, conflicts,misunderstandings, and misconceptions


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Communication ProcessCommunication Process

Sender Receiver

Words

Tones

Non Verbal

Attitude

Feelings

Facts

Attitude

Feelings

Facts

Message

Feedback

Sender

filters

Perceived

message


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Formal communication channels

Horizontal communication Flows from dept to dept, peer to peer, and helps

employees do their jobs more efficiently

Upward communication Helps managers monitor performance and obtain

ideas, make decisions

Downward communication

Lets managers direct activities of employees

The official channels of communication are defined bythe official chain of command


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Informal Communication channel

This channel has no hierarchical path

This channel reflects the organizations

actual communication practices

This channel is often called the grapevine


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Communication Networks

Chain Network--Traditional organizational

structure (Layered)

Wheel Network--Very centralized, autocratic

Circle Network--Participative organization

Star Network--Laissez-faire free rein

organization


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Chain Network Wheel Network


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YNetwork Circle Network


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Iknow you believe you understand

what you thinkI

saidBUT

Iam not sure you realise that what

you heard is not whatImeant

Whats That ????Whats That ????


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When to talk it over, write it out orWhen to talk it over, write it out or

apply technology?apply technology?Written messages are best if:

You need no immediate feedback

Your message is detailed, complex and requirescareful planning

You need a permanent record

You need to reach an audience that is large andgeographically widespread

You want to minimize the chances of distortion


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When to talk it over, write it out orWhen to talk it over, write it out or

apply technology?apply technology?Electronic messages are best if:

No immediate feedback is required, but speed is

important Your message is emotional

You need no permanent record, but you want to

overcome time zone barriers

You need to reach an audience that is large and

geographically widespread and personally

You want to minimize oral distortion


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Media

Richness

FaceFace--toto--faceface

TelephoneTelephone

EE--mailmail

NewslettersNewslettersOversimplified

Zone

Overloaded

Zone

Routine/

Clear

Nonroutine/

Ambiguous

Rich

Lean

Situation

Hierarchy of Media RichnessHierarchy of Media Richness


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CommunicationCommunication

More than 50% of our

communication takes place

through

non - verbal means.


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Hollow Square LearningsHollow Square Learnings

Understanding the problem

Coordination amongst the team members.

Planning the message to be communicated

Reasons for communication Breakdown

Audience Managementby the PlanningTeam

Reading the Body Language


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Reasons for communication breakdownReasons for communication breakdown

Differences in Perception

Cultural Differences

Absence of feedback

Information overload

Disorganised presentation / MixedMessages

Distractions

Poor listening

Semantic Barriers

Status Barriers


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Semantic problems.

Involves a poor choice or use of words.

Use the KISS principle of communication.

Keep it short and simple.

Barriers to Powerful ExpressionBarriers to Powerful Expression


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8Cs of communication

ClarityCourtesy

Completeness

Conciseness

Consideration

Concreteness

Correctness

Conviction andObjectivity


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Clarity

Sentence structure and length

Only an experiment can prove this theoryAn experiment can prove this theory only

An experiment can only prove this theory

amesh did not do well with the Company at first. Later hemanaged to succeed very well. Finally he became the

Managing Director of the company

(A complex sentence such as the following would remove the

unpleasant jerky effect of the simple sentences)Although amesh did not do well at first, he was later very

successful , finally becoming the Managing Director of the

Company


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Allotment payments can be applied only to premium

falling due after the effective date of allotment. Sincethe allotment did not become effective on this policyuntil April 1991, it cannot pay the March, 1991.Premium of $85.30. Therefore, we ask you to collect it.

Exercises (Clarity).2

Revision for Clear Expression


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Choose short, familiar, conversatinal words

Construct effective sentences and paragraphs

Achieve appropriate readability - and listenability

Include examples, illustrations and other visual

aids when desirable

Clarity


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Exercises (Courtesy..2)

Tactful

If I understand your lettercorrectly.

Sometimes policy wording is alittle hard to understand. Imglad to clear up these questionsfor you.

A

s mentioned in myO

ct 25thletter ( or memo) to you,(continue with the facts)...


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Be sincerely tactful, thoughtful and appreciative

Omit expressions that irritate, hurt orbelittle

Grant and apologize good-naturedly

Courtesy


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Substitute for phrases without changing meanings.

Usually as instructed

to forDecember

sometimes as requested

although during

in should interest you

if

because

please write

dated

Exercise (Conciseness)..1


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Avoid unnecessary repetition

concise( in 25 words)

Please ship parcel post, before the end of

November, 300 regular 3-by 15-inch blue felt

armbands with white sewn letters in the centre.

Exercise (Conciseness)..2


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Consideration1Emphasize the Positive

Use This

Your vacuum cleaner willbe

ready by Tuesday

You will always find mecooperative on the job.

Explain what you have done, what you

can do, and what you will do - notwhat you havent done, cant do, orwont do.


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CECC id i 3


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Participants to giveexamples of a negative

statement

Our service can help you

increase your productivity by

5

Show your audience how they willbenefit from complying with your

message

Consideration3Emphasize the Positive

CECC id i 4


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Consideration4offensive to inoffensive

Avoid words with negative

connotations ; use meaningfuleuphemisms instead

Use This(Inoffensive)

Bathroom tissue

esale cars

high energy food

CECC id i 5


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Consideration5Use the YOU Attitude

UseT

hisSo that your order can be filled

promptly, please send another

copy of the requisition

Take your pick of typewriterribbons in three colours : black,

blue and green

The You attitude is best implementedby expressing your message in terms ofthe audiences interests and needs.

CECC id i 6


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Use This

That type of paper doesnt

work very well in the copy

machine

The staff may need guidancein following instructions

The word you does not always

indicate a you attitude, and the youattitude can be displayed withoutusing the word you.

Consideration6Rephrase to make the sentence sound Polite


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Use specific facts and

figures

Concreteness..1

Concrete and Convincing

This computer types 400

personalised 150 word

campaign letter in one hour.

(Name) product has wonfirst prize in four national

contests within the past

three years

TheseG

oodson powerbrakes stop a 2 ton car

travelling 0 miles an hour,

within 240 feet.

CEC


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Concreteness..2

Put action in your verbs

This office collects

payments and compiles

statements

Mr. aman will considerthe report

The contract requires

that.

They met in the office

He paid his first

installment

CEC


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Concreteness..3

Choose Vivid and

Image building words

The committee

considered..

The insurance

contract ends in

June

I think Mr.

Shanker is right.

CEC


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Concreteness..4

Literal ( and Dull)into lively and

figurative

She is the spark plug

of the organization

If two chins quarrel for

a place on your collar, X

product helps settle the

argument. Only one

chin remains after youuse X just for four weeks

as directed.

CEC


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Concreteness..5

Revised Sentences

The fuel tank was deformed

Men and materials can reach the site readily

Slides are popular because they are easy to prepare

Saxena failed because the waxen wings melted

Accident frequency depends on how well the road can beseen


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Use the right level of language

Include only accurate facts, words and figures

Maintain acceptable writing mechanics

Choose non discriminatory expressions

Apply all other pertinent C qualities

Correctness:


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Credibility

To enhance your credibility

Show that you understand the other persons

situation

Establish your own credentials or ally yourself

with a credible source

Back up your claims with evidence, not

exaggerations

Use words that express confidence

Believe in yourself and your message

CEC


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Answer all questions asked

Give something extra, when desirable

Check for the five Ws, and any other essentials

Completeness

CEC


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PlanningBusiness Messages

Defining your purpose

Analyzing your audience

Establishing the main idea

selecting the appropriate channel and mediumOrganizing your message

Formulating your message

Editing your message

Re-writing your messageProducing your message

Proofing your message

CECFORMULATING YOUR MESSAGE 1


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FORMULATING YOUR MESSAGE1

1. Compose your first drafta. Get ideas down as quickly as you can

b. Rearrange delete and add ideas withoutlosing sight of your purpose.

2. Vary the style to create a tone that suits theoccasion

a. Establish your relationship with youraudience

i. Use the appropriate level of formality

ii. Avoid flattery, bragging andinappropriate humour.

CEC


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b. Extend your audience centered approachby Using the You attitude.

c. Emphasize the positive aspects of your

message.

d. Establish your credibility to gain the

audiences confidence

e. Make your tone a polite one.

f. Use the style your company prefers.

FORMULATING YOUR MESSAGE.2

CEC


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The FourThe FourPPApproachApproach

Present Position.

Problem

Possibilities

Your Proposal

CEC


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Victor Solomon

Letter

CEC


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Purchase Letter

As a purchase manager of a construction

company, write a letter to a cement

company, placing an order for 1000 bags of

cement of 50 kgs each.


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Giving Oral Presentations


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Checklist for speeches and oral presentations3

C. Delivery

Establish eye contactSpeak clearly and distinctly

Do not go too fast

Be sure everyone can hear

Speak in your natural style

Stand up straightUse gestures in a natural, appropriate way.

Encourage questions

Allow questions during the presentation if the group issmall

Ask the audience to hold their questions until the endif the group is large or hostile.

Respond to questions without getting side tracked

Maintain control of your feelings inspite of criticism

CEC

Q i i SkillQ i i Skill


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Questioning SkillsQuestioning Skills

Questions can be used to:

Draw out information, knowledge, experience, opinions

Stimulate thought and intelligentjudgement

Help the other person to think through a problem

Clarify an issue

Obtain necessary information Follow-up a line of thought or suggestion

Probe for further information


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Pie Chart

McDonald's

45%

Burger King

18%

KFC

12%

Wendy's

9%

Hardee's

8%

Pizza Hut

8%


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S l f C A & C h


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Sales of Company A, B & C over the past

four years

0

20

40

60

80

100

120

140

160

180

200

1993 1994 1995 1996

Year

SalesinMillions

CB

A


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A h z m e - bar raph


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Pe ce c c c

0% 5% 10% 15% 20% 25% 30% 35%

For e

erc R U

A e c on

ooks

Inon-line eller

er inals

Inautomate teller

terminals

Asstatementaccount

identification

19901989

CEC

B G h


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Bar Graphs

Strengths

Comparisons or trends

easily shown

Main titles and subtitles

for data easily addedOral presentations

possible, if simple in

form

Color and cross-hatching add to visual

appeal

Weaknesses

Inclusion of too much detail

may require lettering too

small to read

Precise distinctions betweenvariables harder to see

Not all headings consistent

between graphs on X and Y

axesVisual impact may

overwhelm content

CEC

Area Diagram


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Average Dail Empl ee Absences

Factory Personnel

Office Staff

Management

0

10

20

30

40

50

60

70

80

90

100

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Month

Numberof

Employe

Management

Office StaffFactory Personnel

CEC

A G h


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Strengths

Simple, one variables

changes I volume

emphasis aid clarity

Multiple sets of data, in

different configurations,can be instantly visible

Weaknesses

Small changes in data may

be concealed

Dramatic shifts in data

are not handled well

Area Graph

CECLine Graph - Trend Analysis


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1,000

800

600

400

200

0

Jan Mar May Jul Sep Nov

Feb Apr Jun Aug Oct Dec

Sales

Trend

CECLine Graph with3 variations Moving Average Forecast

ing


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p g g g

1,000

800

600

400

200

0 Jan Mar May Jul Sep NovFeb Apr Jun Aug Oct Dec

Sales

3-month moving average

6-month moving average

CECTrend Analysis


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Trend Analysis

1,000

800

600

400

200

0 Jan Mar May Jul Sep NovFeb Apr Jun Aug Oct Dec

Sales

Trend

CEC Line Graphs


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Strengths

Trends over time, for

several variables, permit

comparisons

Tick marks indicateincrements between

value

Symbols on lines aid

clarity

Weaknesses

Too many variables and too

many dates clutter

information

Fine, precise distinctions aredifficult to determine

Inconsistency for heading

on X and Y axes may

confuse the reader, viewer

CECRegistrationDesk


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Desk

Emergency

Eligible

Eligible

Purpose of

visit

Further

Treatmen

t needed

Home

Eligibility

Determination

Appointment made

Evaluation and

Treatment

Yes

NO

NO

NO

NO

Yes

Yes

Treatment

Appointment

Yes

Flow Chart


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ReportBody

Introductory Section:

Background/history

Purpose and problem statements

Scope Research procedures (methods and techniques)

Findings Section:

Primary research

Secondary research

Terminal Section:

Summary of the findings

Conclusions

Recommendation(s)

CEC


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Supplementary Part

Endnotes or business citation source inreport body

References (bibliography)Appendixes

All full-page tables, figures, illustrations are

placed in this section. All primary datainstruments such as questionnaires,surveys, and related forms are placed inthis section.


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CECTextpresentationFormat


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Paragraph SpacingBefore 0 pt,

After 0 pt

Line Spacing

1.5 Lines

AlignmentJustified

p


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Only a good listener

is a

good communicator.


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Listeners Quiz ScoringListeners Quiz Scoring


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Listener s Quiz ScoringListener s Quiz Scoring

ForQuestion number - 1,2,4,5,6,8,10

10 points for usually

5 for sometimes

0 for seldom

ForQuestion number - 3,7,9

0 for usually

5 points for sometimes

10 for seldom

Your Score: ____

CEC

C bl ith li t iC bl ith li t i


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Common problems with listeningCommon problems with listening

Prejudice against the speaker

External distractions

Thinking speed

Premature evaluation

Semantic stereotypes

Delivery

CEC

Suggestions to Increase YourSuggestions to Increase Your


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gggg

Listening CapabilityListening Capability

Listen without trying to second guess the sender

Listen to what isntbeing said

Use feedback to restate the senders meaning as

you understand itsensitive listening

Listen and use idle brain time to understand

what is being stated

Maintain eye contact


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Reci e F r T r s lsReci e F r T r s ls


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Reci e F r T r s ls.Reci e F r T r s ls.

Describe the opponents alternativesbetter than they can do themselves.

Show that you understand them in

depth.

Then explain the logic behind your

request.

Y Si nific ntly Incre se T e Credibility

Of Y r Ide s.

CEC

Aspects of non verbal expressionsAspects of non verbal expressions


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Body language

Gestures

Facial expression

Eye contact

Physical contact

Personal space

Body posture

Aspects of non verbal expressionsAspects of non verbal expressions

CEC

Nonverbal Communication


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Nonverbal Communication

Eye contact

Proxemics

Greetings

Colors and dress

StatusGender Differences

Time attitudes

Decision-makingFood and eating habits

Grooming

CEC

Body Language 1Body Language 1


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Body Language .1Body Language .1

Bouncing your legImpatience

UrgencyLack ofInterest

Raising an eyebrow

DisbeliefQuestioningSurprise

Nodding your head

ApprovalEncouragementUnderstanding

CEC

Body Language 2Body Language 2


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Leaning forwardInterestConcentrationCare

Remaining silentConcentrationInterestRespect

FrowningDisapproval

SadnessLack ofunderstanding


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Looking awayDistractionImpatienceLack ofInterest

Rolling your eyesDisapprovalDisbeliefLack ofunderstanding

RestlessnessLack of interestMessage too lengthyDiscomfort


CEC


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THANK YOU!THANK YOU!

Business Communication-NDIM-July 2009

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