Chapter 02
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Business Communication Today
- Courtland L. Bovee
- John V. Thill
- Mukesh Chaturvedi
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Group Members• Aamer Mostaque Ahmed Roll - 152• Tazul Islam Roll - 133• Sujan Chandra Das Roll – 144• Khaleed Mahmood Fuad Roll - 123
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Mastering Listening and Nonverbal Communication Skills, and Communicating in Teams
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Improving Listening Skills
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Improving Listening Skills
The art of listening depends on hearing and truly apprehending a message
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Improving Listening Skills Listening- one of the most important skills in
workplace “Effective Listening” equals-
Strong “Organizational Relationship” “Enhanced Product Delivery” Alerting the organization to “Innovation
Opportunities” Managing the diverse workforce and customer base
effectively Provides “Competitive Edge”
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Improving Listening Skills
Example: Carol Kobuke Nelson became president and CEO of
Seattle based Cascade Bank as she was a good listener The way to win people over is to listen to their
problems
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Various Types of Listening
• People listen in variety of ways• To be a good listener, one needs to adapt the way
he/she listens to suit the situation• Major types of listening-
1. Content Listening
2. Critical Listening
3. Empathic Listening
4. Active Listening
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Various Types of Listening Content Listening-
The primary goal is to understand and retain the speaker’s message
Emphasis on information and understanding-
• By asking questions to clarify materials
• Probing for details Focusing on the information; ignoring the speaker’s
limitation
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Various Types of Listening
• Content Listening (Continued)-• Example:
CEO Gen-Probe Pharmaceuticals relies on content listening to gather information from the scientists as he has a business background
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Various Types of ListeningCritical Listening-• The goal is to understand and evaluate the meaning
of the speaker’s message on several levels-Logic of the ArgumentStrength of the EvidenceValidity of the ConclusionImplication of the message deliveredSpeaker’s intentions and motivesOmission of important or relevant pointsLooking out for biasBeing careful to separate opinions from facts
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Various Types of Listening Critical Listening (Continued)-
Be critical; and ask questions to explore the speaker’s point of view and credibility
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Various Types of Listening Empathic Listening-
The goal is to understand the speaker’s feelings, needs, and wants to appreciate the speaker’s point of view regardless of whether the listener share the perspective
The way to Empathic Listening-
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Various Types of Listening Empathic Listening (Continued)-Empathic Listening (Continued)-
During empathic listening one must pay attention to During empathic listening one must pay attention to feelings, needs and wants-not just the spoken wordsfeelings, needs and wants-not just the spoken words
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Various Types of Listening Active Listening-• Making a conscious effort to turn of filters and biases to
truly hear and understand what the other party is saying
• Active listeners ask questions and encourage speakers
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Various Types of Listening Active Listening (Continued)-
Continuous flow of feedback is necessary
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Understanding the Listening Process
• “Effective Listening” involves five steps-
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Understanding the Listening Process Receiving-
• Involves physically hearing the message and acknowledging it
• Physical Reception can be blocked by-Noise, impaired hearing, or inattention
• Non-verbal message also a part of this stage Decoding-
• Assigning meaning to sounds according to personal-Values, beliefs, ideas, expectations, roles, needs and
personal history
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Understanding the Listening Process Remembering-
• Storing information for future processing
• First being captured in short term memory; then transferred to long term memory
Evaluating-• Evaluating message using critical thinking skills
• Separating fact from opinion
• Evaluating the quality of evidence
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Understanding the Listening Process Responding-
• Reaction to message-Verbal feedback as general initial response in one on
one situationApplause, laughter or silence as general initial response
while part of an audience
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Overcoming Barriers to Effective Listening
• Effective Listeners versus Ineffective ListenersEffective Listeners Ineffective Listeners
Listen actively Listen passively
Take careful and complete notes Take no notes or ineffective notes
Depending on culture, frequent eye contact with the speaker
Make little or no eye contact
Stay focused on the speaker and the content Allow their mind to wander
Mentally paraphrasing key points to maintain attention level and ensure comprehension
Fail to paraphrase
Adjust listening style to the situation Listen with the same style regardless of the situation
Give the speakers nonverbal cues Fail to give speaker nonverbal feedback
Save questions until an appropriate time Interrupt whenever disagree
Overlook stylistic differences and focus on the speaker’s message
Judgmental and influenced by stylistic differences
Make distinctions between main points and supporting details
Unable to distinguish main points from details
Look for opportunities to learn Assume they already know everything that’s important to know
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Overcoming Barriers to Effective Listening Selective Listening-
Mind can process information much faster than most speakers
Listeners can process up to 500 words per minute, most speakers talk 120 words per minute
Lots of free time for brain resulted in inattention Listeners stay tuned out until hearing an attention
grabbing word or phrase By that time, the listener remembers “what he or she
thinks the speaker says” other than “what the speaker actually said”
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Overcoming Barriers to Effective Listening Overcoming Selective Listening-
Making of conscious effort to focus on the speaker Using extra time to analyze the message or preparing
questions to ask
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Overcoming Barriers to Effective Listening Defensive Listening-
Tuning out anything that contradicts the listeners’ view of themselves
Lack of common ground- language or experience Making up of mind before fully hearing the message
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Overcoming Barriers to Effective Listening Overcoming Defensive Listening
Giving speaker the chance to confirm the message or correct any misinterpretation
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Overcoming Barriers to Effective Listening Memory Barriers-
When information is crucial, don’t count on memory and record it
If information needs memorizing-One can hold information in short term memory by
repeating it silentlyOr organizing one long list of items into several short
ones
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Overcoming Barriers to Effective Listening Overcoming Memory Barriers-
Four techniques to store information in long term memory:1. Associating new information with something closely
related
2. Categorizing new information into logical groups
3. Visualizing words and ideas as pictures
4. Creating mnemonics such as acronyms and rhymes
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Nonverbal Communication Skill Nonverbal Communication-
• The interpersonal process of sending and receiving information, both intentionally and unintentionally, without using written or spoken language
• Nonverbal cues helps to ascertain the truth of spoken information
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Nonverbal Communication Skill Three important roles of nonverbal communication:
1. Complementing verbal language- When nonverbal signal
Match words- strengthens message Don’t match words- weakens message
2. Revealing the truth Recognizing deception from nonverbal signs
3. Conveying information efficiently Can convey both nuance and rich information in a
single instant
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Recognizing Nonverbal Communication
• Nonverbal signals include the following-
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Recognizing Nonverbal Communication
• Nonverbal signals include the following-
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Recognizing Nonverbal Communication
• Nonverbal signals include the following-
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Using Nonverbal Communication Effectively Paying attention to nonverbal cues-
What is the signal the speaker is sending? A person can not be read like a book Matching nonverbal cues to the tone of the
situation The clothes one wear, the way one sit, the way one
walk also reveal the level of seriousness Asking the speaker honest and respectful question
always works
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Using Nonverbal Communication Effectively Facial expression, gesture, posture, voice,
appearance, appropriate touching-everything matters
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Advantages of Team
• Increased Information
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Advantages of Team
• Increased Information• Diversity of Views
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Advantages of Team
• Increased Information• Diversity of Views• Acceptance of a solution
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Advantages of Team
• Increased Information• Diversity of Views• Acceptance of a solution• Better Performance
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Disadvantages of Team
• Groupthink
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Disadvantages of Team
• Groupthink• Hidden Agenda
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Disadvantages of Team
• Groupthink• Hidden Agenda• Free Riders• cost
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Characteristics of An Effective Team
Clear objective
Sense of purpose
Open communication
Shared decision making
Creative thinking
Conflict resolution
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Factors of Group Dynamics
Team Roles
Development of a Team
Resolving Conflict
Overcoming Resistance
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Assuming Team roles
Self-Oriented
Controlling
Withdrawing
Attention Seeking
Diverting
Team Maintenance
Encouraging
Harmonizing
Compromising
Initiating
Information Giving
Coordinating
Procedure setting
Task Oriented
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Team Evolution
• Orientation
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Team Evolution
• Orientation• Conflict
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Team Evolution
• Orientation• Conflict• Brainstorming
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Team Evolution
• Orientation• Conflict• Brainstorming• Emergence
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Team Evolution
• Orientation• Conflict• Brainstorming• Emergence• Reinforcement
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Sources of Team Conflict
Scarce resources
Task responsibilities
Incompatible ideas
Poor communication
Attitudes and values
Power struggles
Conflicting goals
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Types of Team Conflict
Constructive Destructive
Win-Win Solution
Destroys morale
Exposes Issues
Win-Lose or Lose-Lose Outcome
Boosts Involvement
Generates Ideas
Diverts Energy
Divides The Team
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Resolving Conflict
Proaction Communication Openness Research Flexibility Fair play Alliance
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Overcoming Resistance
• Express Understanding
• Uncover Resistance
• Evaluate Objections
• Withhold Arguments
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Etiquette in Team settings
Etiquette in Team settings
In the work place In the social settings
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Etiquette in Workplace
In the work place
Dressing Grooming Smiling Phone skills
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Dressing:
Wear well-tailored clothing that fits
well.
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Dressing:
Keep buttons and hemlines in good repair.
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Dressing:
Keep shoes shined and in good conditions.
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Dressing:
Make sure that the fabrics you wear are clean, are carefully pressed and
don’t wrinkle easily.
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Dressing:
Choose colors that flatter your height, weight, skin, tone and
style.
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Grooming:
Pay attention to the cleanliness.
Shampoo frequently, keep hands and nails neatly manicured, use mouth washes and deodorant and regularly trip to hair.
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Grooming:
• Avoid products with powerful scents, such as highly perfumed soaps, Colognes, Shampoos, After-shave lotions.( Allergic/ Nauseous)
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Smile genuinely
Introducing
Applauding
Complimenting
Smile genuinely in
these 3 situations
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Affected smile (above) Vs Genuine smile (below)
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Phone Skills:
• General Tips:
Use frequent responses( ‘Oh yes’, ‘I see’, ‘That’s right’ etc).
Increase volume just slightly to convey your confidence.
Vary pitch and inflections so that you are seemed interested.
Slow down when conversing with non-native speaker.
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When placing calls then please remember-
• Be ready before you call so that you don’t waste the other person’s time.
• Avoid noise.• Identify yourself and your organization.• Be sure that you have called at just time.• Don’t take too much time.• Close friendly and in positive manner and double check
all vital information.
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When receiving call then please remember-
Answer with smile so that you seem to be positive and friendly.
Identify yourself and your organization.
Establish the need by asking “How may I help you?”
If you can, answer promptly and efficiently, if you can’t, tell them what you can do for them.
If you need to forward a call, then verify that the person is available and introduce the caller first.
If you take a message, be complete and accurate including caller’s name, number, organization etc.
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Phone Manners
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Etiquette in Social settings
Etiquettes in Social Settings
Greetings Etiquette Introducing Etiquette Dining Etiquette
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Greetings EtiquetteTreat based on Culture.
e.g. Japanese show a respectful bow during greeting.
North American Show a firm hand-shake.
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Greetings Etiquette
• Men and Women should shake hands on equal terms.
• Always stand when you are shaking somebody’s hand.
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Introducing:
Include your brief description of your role in organization.
When introducing two other people, speak both of their first and last name clearly and try to add some information about them.
When you are introduced to someone, repeat the person’s name as soon as possible.
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Dining Etiquette
• Choose foods that are easy to eat.• If drink is appropriate, save it for the end of the meal.• Leave business papers under your chair or beside
properly.• Don’t stir up emotions with politics, religions, deep
personal questions or any other topics such as jokes that may bother some people.
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Don’t do this in dining table
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Collaborative Writing Guidelines:
• Select collaborators.• Agree on project goal before you start.• Give your team time to bond before diving in.• Clarify individual responsibilities.• Establish clear processes.• Avoid writing as a group.• Make sure tools and techniques are ready and
compatible across the team.• Check to see how things are going along the way.
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• Common Features• Add new materials• Edit existing materials
• Blogs are more suitable for personal use or for a small group
• CMS is used for data storage and retrieval
• Wiki is the best option for collaborative writing
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A
B C
D E
We will meet on Friday.We will meet on Sunday.We will meet on Sunday.
CONFLICTWe will meet on Monday.
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100,000 people from 160 countries- Employees- Family members- Customers
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Thank You !