International Edition

Herta A. Murphy

Herbert W. Hildrandt

Jane P. Thomans

08/16/161

Effective Business Communication

Chapter One08/16/16

2

Communication

Communication:

• Is the process of sending and receiving messages,

whether you are exchanging e-mail, giving a formal

presentation or chatting with co-workers.

Effective Communication

• Producing the intended result.

• When other understand your message correctly

and respond to it the way you want them.Business

Business: the activity of buying, selling, or supplying goods or services for money legally.

3

4

WWhathat Is B Is Businessusiness C Communication?ommunication?

Business communication is the communication required in order to make business deals.

Definitions and their Analysis:

Communication is the various processes, both formal and informal, by which information is passed between the managers and employees within a business, or between the business itself and outsiders.

Business

Outsiders

Within:

Up Ward

Down ward

Horizontal

08/16/165

Directional Differences

Upward Communication

Messages from employees to management Downward Communication

Messages from management to employees Horizontal Communication

Messages sent between peers

Definitions and their Analysis:

Communication is a two way process of transmitting and receiving verbal and nonverbal messages.

08/16/167

Definitions and their Analysis:

Dialogue

Communication is a dialogue, not a monologue. In fact, communication is more concerned with a dual listening process."

Monologue

08/16/168

Verbal communication08/16/169

Oral

Videoconferences

Presentations

Phone calls

Meetings

One-on-one conversations

Written

Miscellaneous

Reports

Email

Letters

Memorandums

Verbal CommunicationVerbal Communication refers to the spoken or written words you send or receive.

Nonverbal communication08/16/1610

1. Body Language

Touch

Gesture

Posture

Appearance

2. Facial Expressions

Eye Contact

Nonverbal communicationNonverbal communication refers to messages without the use of words.

3. Vocal Cues

Volume

Rate

Pitch

Volume

Rate

Pitch

4. Space and Time

HOW BODY LANGUAGE

COMMUNICATES

11

1.Facial Expressions

The eyes and face are especially helpful means of communicating nonverbally.

2.Gesture,Posture & MovementsPosture, Gestures & Body Movements convey message & add to or subtract your oral message.

Video\Facial Communication .flv

12

HOW BODY LANGUAGE

COMMUNICATES

3.Voice And Sounds– Paralanguage – Sound of the

voice– The pitch, rate and volume

make you sound more expressive

– To develop an effective speaking voice…• use effective pitch• Speak with a correct rate

and slowly enough so you can be understood

08/16/1613

Body Language is Everybody’s First Language

From birth, before learning to speak, humans develop body language skills

Specifically, ATTENTION is what we learn first

Crying, making noise, and sudden movements are all babies’ attempts to gain attention

Warming up What is the feeling of the baby?

08/16/1614

smile cry

surprise angry

happy

fear

Warming up IIMatch each picture with the emotion and correct

sentence.

08/16/1615

Legs & Feet

* In Asia and some European countries, putting feet up on a desk or any other piece of furniture is very disrespectful.

* Sitting cross-legged, while common in North America and some European countries, is very impolite in other parts of the world.

08/16/1616

Hands

* The Italian “good-bye” wave can be interpreted by Americans as the gesture of “come here.”

* The American “good-bye” wave can be interpreted in many parts of Europe and Latin America as the signal for “no.”

* For greeting and farewell* Handshaking

08/16/1617

Hands 08/16/1618

Hands

Friends put hands on each other to show closeness.

* Hand-holding among the same sex is a custom of special friendship and respect in several Middle Eastern and Asian countries.

08/16/1619

* Right hand. The right hand has special significance in many societies. In certain countries in the Middle East and in Asia, it is best to present business cards or gifts, or to pass dishes of food, to get an attention, using only the right hand or both.

* Left hand is considered unclean in much of the Middle East and in parts of Indonesia.

08/16/1620

Hands

Fingers

* The “O.K.” signal. (the thumb and forefinger form a circle) means* “fine,” or “O.K.” in most cultures,* “zero” or “worthless” in some parts of Europe* “money” in Japan* an insult in Greece, Brazil, Italy, Turkey, Russia

and some other countries

08/16/1621

* Pointing.* Pointing with the index finger is

common in North America and Europe.

* But it is considered impolite in Japan and China where they favor using the whole open hand.

* Malaysians prefer pointing with the thumb.

08/16/1622

Fingers