Business Communication Module1.

Business Communication
Module 1
2/8/2012
Professional Communication
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Business Communication :
Business Communication Verbal Communication that uses words; may be either oral or written. Nonverbal Communication that does not use words. The Message of Communication The effective way in which you get your message over to the person (s) that you are communicating with others.
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Importance of Good Communication
Good Communication allows a firm to

Learn new skills and technologies. Become more responsive to customers. Improve Quality of their product or service. Foster innovation
Effective communication is needed by all Managers.

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The Communication Process
Communication consists of two phases: 1. Transmission phase: information is shared by 2 or more people. 2. Feedback phase: a common understanding is assured. Starts with the Sender who wants to share information. Sender must decide on a message to share Sender also puts the message into symbols or language, a process called encoding. Noise: anything harming the communication process.
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Organization Communication Networks

Organization chart depicts formal reporting channels. Communication is informal and flows around issues, goals, and projects. Vertical Communication: goes up and down the corporate hierarchy. Horizontal Communication: between employees of the same level. Informal communications can span levels and departments. Grapevine: informal network carrying unofficial information through the firm.
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Organizational Communications Network

Formal Communication Informal Communication
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Letter writing
Writing a letter in business or other formal situations performs two functions:
first to communicate ideas and information without personal contact and secondly to record that communication in permanent form.
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The letter has two aspects:

Recipient- To the recipient it is the means through which the sender conveys his communication and it is in such a form that the receiver may study its content with deliberation. Sender- To the sender it provides the opportunity to keep a copy of his communication for future reference so that there shall be no misunderstanding of his communication when decision arises in future.
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Points in writing effective letter

Writer should be clear what he wants to convey. Sentences and paragraph should be kept short and to the point. Seek out the exact word. Ambiguity in letter writing should be avoided. Ideas should be expressed logically. Keep it concise. Do not use slang.
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Categories of Business letters

Confirmation Acknowledgement Enquiry Reply Complaint Adjustment Collection letters Sales letters Circular letters
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Social Correspondence
Publicity material Newsletters Notices and advertisement Leaflets Invitation Companys Website
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NOTICE NAME OF THE INSTITUTION
date place
body of the notice -must include what, where, when, who and how sign (name) designation
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Reading Comprehensions
The ability to provide accurate responses regarding questions concerning written language. Reading comprehension is dependent on accurate reading ability, reasoning skills, attention and memory
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Tips For Reading Comprehension

Read the first question before you begin reading the passage. Never confirm your answer to a question until you've read the entire passage. Information relevant to a question can appear anywhere in the passage. Using your pencil and scratch paper, jot down a rough outline as you read. Don't be overly concerned with details (dates, examples, and lists) as you read; instead, jot down in outline form where these details are located in the passage so you can locate them quickly as needed to respond to the questions. After reading the entire passage, take about 15 seconds to sum it up in one sentencein the form of a rough thesis statement. Doing so is well worth the effort, because you'll be able to answer some Reading Comprehension questions with nothing more than the thesis in mind.
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Paragraph writing
Getting started on your paragraph
Subject of your paragraph Write down the subject of your paragraph. To express your subject, write only a word or phrase. Who or what are you writing about? Pre-writing for your paragraph Begin by brainstorming. Brainstorming doesn't involve writing complete sentences or paragraphs. Brainstorming involves coming up with ideas using words or short phrases.
One popular way to create pre-writing ideas is to ask yourself questions about your subject. Here are some questions you might ask yourself:
What do I know about this subject? How does this subject relate to me? What do I like or dislike about this subject? What words best describe it? Write only a word or phrase in response to each question. 2/8/2012
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Building the body of your paragraph - Reread all your words and phrases. Now, organize your thoughts. Decide if your brainstorming ideas are related. Do you want to add a new word or phrase or take something out? Next, decide if you like the order of your brainstorming ideas, or want to change the order.
Writing a paragraph draft - A lot of people get nervous when it's time to write. Don't worry. This is going to be your first draft. The important thing is to take your brainstorming ideas, add to them, and turn them into sentences. Topic sentence Reread the word or phrase about the subject of your paragraph. You are going to expand this into the first sentence of your paragraph. This first sentence, which comes at the beginning of a paragraph, is called the topic sentence. Remember that its job is to introduce your paragraph.
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Paragraph body Reread your brainstorming words or phrases for the body of your paragraph. Expand each brainstorming word or phrase into a complete sentence. These sentences explain your topic sentence by offering facts, details, or examples. Remember that the job of your paragraph body is to share an idea with your reader. Concluding sentence Reread your paragraph and then add another sentence that sums up the paragraph. This sentence ends your paragraph.
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Reviewing and revising Every paragraph can be improved. The way to complete a successful paragraph is by looking over your work. Try reading your paragraph draft aloud. Ask yourself questions.
Do you like the order of the sentences in your paragraph? Do you need to add words so your sentences make better sense? Are there words you could put in to improve the connection between your sentences? Do you like your introductory sentence? Your paragraph body? Your concluding sentence?
Make at least two changes that could improve your paragraph. Remember that even professional writers make lots of changes!
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Summary or Prcis
To convey all or most of a section of text using a reduced number of words. Rules for writing a prcis: a) Comprehend the theme and subject matter. b) Note taking. c) Make a first draft. d) Edit the first draft. e) Compare your summary with the original f) If time permits write the second draft.
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Do's and Don'ts of Prcis Writing

Start your prcis by creating context (setting) and stating the main idea of the piece. Then you should begin presenting the method that the author used to defend this thesis. Always state the name of the article/document, the author and the source (is it from a magazine, book, encyclopedia, etc.) Do not use the words "in this article." Use the style "Crane argues that the most significant contribution of the Czechs was . . " When writing about history, use the past tense. Do not use abbreviations or contractions. When looking at primary sources, you should make note of the origin, purpose, value, and limitations of the document. Count your "ands." Avoid words like big, good, bad, little, and a lot. Also, do not use the phrase "throughout history." This is clich. Titles of texts should be put in italics OR underlined. RUN A SPELL CHECK!!!
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Neuro linguistic communication

Neuro-linguistic programming (NLP) is a set of advanced communication skills. These have been identified through the study of top performers those who are excellent at what they do. By understanding and replicating (modeling) their thinking and behavior patterns, this approach argues that you can achieve the same positive results. The tools, techniques and strategies derived from these studies help you to understand yourself and others; how you act and react in the world; how you and others communicate; and how you can easily gain rapport with others to realize positive outcomes. John Grinder and Richard Bandler, the fathers of NLP, called their model 'neuro' because the patterns they discovered were at the level of our neurological processes, 'linguistic' to represent the ways our language reflects our neurology, and 'programming,' reflecting our ability to break free from our programmed behavior and choose to organize our ideas and actions in the way that we want.
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Techniques
Rapport Anchoring Swish Reframing Six step reframe Ecology and congruency Parts integration
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The six-step reframe

1. Identifying the context where the unwanted behavior pattern occurred, 2. Establishing unconscious yes/no signals, 3. Confirming that the behavior has a positive intent, 4. Finding a number of ways of fulfilling the positive intent, 5. Selecting the best of the possible alternatives generated in step 4, 6. Checking that the selection is ecological, that is, it is acceptable to the individual and in relationships to others.
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Neuro Marketing
Neuromarketing is a new field of marketing that studies consumers' sensor motor, cognitive, and affective response to marketing stimuli. Researchers use technologies such as functional magnetic resonance imaging (fMRI) to measure changes in activity in parts of the brain, electroencephalography (EEG) to measure activity in specific regional spectra of the brain response, and/or sensors to measure changes in one's physiological state (heart rate, respiratory rate, galvanic skin response) to learn why consumers make the decisions they do, and what part of the brain is telling them to do it.
Marketing analysts will use neuromarketing to better measure a consumer's preference, as the verbal response given to the question.
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Neuromarketing will tell the marketer what the consumer reacts to, whether it was the color of the packaging, the sound the box makes when shaken, or the idea that they will have something their coconsumers do not. Neuromarketing is the study of how people's brains respond to advertising and other brand-related messages by scientifically monitoring brainwave activity, eye-tracking and skin response
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Metaphor
A figure of speech in which an implied comparison is made between two unlike things that actually have something in common. A metaphor expresses the unfamiliar (the mood) in terms of the familiar (the motor vehicle).
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Personality Communication
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Influence of personality type on communication

Receiver doesn't always understand message (the human dimension) We all bring baggage to every situation Considering the type of personality gives an advantage Interpretation is determined by attitudinal preference (introvert/extrovert); mode of information gathering (sensing/intuition); the way decisions are made (thinking/feeling); and how we orient (judging/perceiving)
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Extroverted and introverted communication styles

COMMUNICATING WITH EXTROVERTS The sunny side
Extroverts draw energy externally; striking up conversation should be easy Extrovert is enthusiastic to participate in group They prefer face to face over distant They enjoy sharing experience- need contact Typically they -say what they mean and state what is on their minds
The shadow side

When two extroverts communicate both may say what is on their mindsdifficulty in getting a word in! There is tendency to speak first and think later-> hurt feelings Introvert can view extrovert as superficial or insincere Extrovert can impose themselves on quiet introvert
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COMMUNICATING WITH INTROVERTS The Sunny side

Introvert is in minority and may be misunderstood Introvert energy is from within; they avoid the crowd and like independent activity Do not conclude that there is something wrong if they want to be alone Nonverbal communications can tell more Schedule appointment with introvert rather that dropping in They are more difficult to get to know -reserved and share with a few They have a small group of friends Some of most social communicators can be closet introverts The shadow side Introversion can be viewed as weakness by dominant group Introvert can be viewed as antisocial-lone wolf who needs to be fixed Introvert can be viewed as arrogant, condescending, unfriendly Others can project their fears onto quiet one
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TIPS FOR EXTROVERTS (communicating with introverts)

RESPECT PRIVACY-don't pry, impose TAKE TIME TO LISTEN FOSTER TRUST- guard secrets DON'T OVERPOWER-tone down DON'T JUDGE-all are different
TIPS FOR INTROVERTS (communicating with extroverts)

PRACTICE NON PRODUCTIVE CONVERSATION- chit chat LOOK ALIVE -quick response, lively attitude BE EXPRESSIVE- show interest, emotion, involvement INITIATE CONTACT- start a conversation PROVIDE FEEDBACK- state how you feel CHANGE NONVERBAL COMMUNICATION-relax, smile,open
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SENSING AND INTUITIVE COMMUNICATION STYLES

COMMUNICATING WITH SENSORS The Sunny Side
Sensors are down to earth, realists base decisions on practical, factual They talk about detail, feasibility, usefulness in detached way Concern with time, cost, procedure-orderly step-by-step Sensors will give specific examples Sensor will have schedule/agenda and will follow it Sensor can be overly aware of facts--> nit-pick--> others tune out Overdependence on problems could make them perceived as pessimist Experience isn't an absolute guarantee Sensor could find problem with thinker who uses theory and possibility
The shadow side

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COMMUNICATING WITH INTUITIVES The Sunny Side

Intuitive has less of need to communicate facts--more global Intuitive will begin with concept, idea, insight, possibilities Intuitive relies on hunch, imagination They love novel approach-conceptual level-abstract Will deviate from agenda Intuitive language is colorful, metaphoric Intuitive can appear vague-irritating to practical type Others may see communication with intuitive a waste of time. Metaphor can get in way of clarity
The shadow side

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TIPS FOR SENSORS (communicating with intuitives)

DON'T OVERGENERALIZE OR STATE absolutes-personal experience doesn't guarantee truthfacts can be incomplete ALLOW TIME TO CONSIDER possibilities-don't limit imagination BROADEN PERSPECTIVE- allow the conceptual LOOK FOR MEANINGS AND RELATIONSHIPS- intuitive interested in meaning-interpret facts FIND NEW WAYS TO EXPRESS information-intuitve likes novel
TIPS FOR INTUITIVES (communicating with Sensors)

FOCUS ON HERE AND NOW BASE IDEAS ON FACTUAL INFORMATION BE MORE DIRECT IN COMMUNICATION-OMIT METAPHOR APPEAR MORE LEVEL HEADED-CAREFUL WITH ENTHUSIASM RESPECT TRADITIONAL METHODS
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THINKING AND FEELING COMMUNICATION STYLES

COMMUNICATING WITH THINKERS The Sunny Side
Thinker enjoys theoretical issues-debate-discussion They are objective-downplay personal They are critical and objective They are fair, rational, precise They are goal oriented-dont like to waste time Thinker can be cold and impersonal They can be tedious to others Their ideas can be impractical or useless They may be too critical Their logical side can be limiting- some beliefs not based on logic
The Shadow Side
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COMMUNICATING WITH FEELERS

The Sunny Side
Feeler interaction is personal and subjective They are friendly They consider values and effect on other They are emphatic and emotionally persuasive
They are receptive to others and inviting
The shadow side

Feelers can be time wasters and may lack objectivity They can be overwhelmed by enthusiasm or emotion They can have difficulty expressing negative emotion
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TIPS FOR THINKERS (communicating with feelers)

MAKE COMMUNICATION PERSONAL RELEVANT AND MEANINGFUL BE MORE APPRECIATIVE OF ANOTHER COMMENT-explore the feeling EXPAND COMMUNICATION MESSAGES- DON'T SOUND LIKE COMPUTER MAKE ROOM FOR NONRATIONAL/PARADOX- life to be lived not solved
TIPS FOR FEELERS (communicating with thinkers)

GET TO POINT -omit friendly chit chat BE MORE OBJECTIVE-take self out-speak their language SEE BOTH SIDES- evaluate pros and cons FOCUS ON CONTENT-avoid touchy feely
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JUDGING AND PERCEIVING COMMUNICATION STYLES

COMMUNICATING WITH JUDGERS The Sunny Side
Judgers are prepared in advance They are oriented to schedules, timetables, plans They are structured and organized Their mind set in based on closure They are purposeful and task oriented They limit digressions Judger can be rigid, inflexible, constricting, lacking in spontaneity They may have less fun- no room for surprise Can be too serious and businesslike Can make premature decisions
The shadow side
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COMMUNICATING WITH PERCEIVERS The Sunny Side

Perceivers are flexible, accommodating Cautious about stating conclusion Oriented to options and contingencies Responsive and adaptive Perceivers can have slow response time-lateness They can be disorganized and ill-prepared They can be indecisive-procrastinate They can be ineffective They may undermine their own confidence
The shadow side
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TIPS FOR JUDGERS ( communicating with Perceivers)

OPEN UP TO UNEXPECTED- disruptions will occur BUILD FLEXIBILITY -make downtime-go with flow DON'T JUMP TO CONCLUSIONS evaluate LISTEN TO OTHER SIDE HARNESS NEED FOR CONTROL
TIPS FOR PERCEIVERS (communicating with judgers)

BE LESS VAGUE-tell what is being considered-explain BE MORE DECISIVE- a timely decision WATCH USE OF "YEAH, BUT ENSURE COMMUNICATIONS ARE ON TIME
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Interpersonal Communication
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Interpersonal Communication
All aspects of personal interaction, contact, and communication between individuals or members of a group. Effective interpersonal communication depends on a variety of interpersonal skills including listening, asserting, influencing, persuading, empathizing, sensitivity, and diplomacy. Important aspects of communication between people include body language and other forms of nonverbal communication.
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Interpersonal communication is a special form of human communication. Interpersonal communication involves simultaneous interaction between individuals. Interpersonal communication involves mutual influence between individuals. Interpersonal communication is the fundamental means we use to manage our relationships.
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A model for interpersonal communication
Align the horizon Participate in the interaction
Learn from the experience
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Characteristics
Interpersonal Interpersonal Interpersonal Interpersonal Interpersonal communication is unrepeatable. communication is uniquely irreversible. communication is shaped by social roles. communicators share physical proximity. communication is fully transactional.
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INTERPERSONAL SKILLS
Knowing and trusting each other Communicating with each other clearly Accepting and supporting each other Resolving conflicts and relationship problems constructively Conflict - a moment of truth in a relationship
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How to Improve Interpersonal Communication

Be Motivated Be Skilled Be Knowledgeable
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To improve Relationship Working environment Leadership skills Productivity All round success Liking by others
Why Interpersonal skills needed?
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Being skilled in interpersonal communication improve relationships with our family. Being skilled in interpersonal communication improve relationships with our friends . Being skilled in interpersonal communication improve our relationships with colleagues. Being skilled in interpersonal communication improve our physical and emotional health.
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TEN TIPS
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Set the ground for communication and align your horizon. Work on your attitude. Have reasonable expectations. Make the right choices of timing and channel. While interacting, use your resources. Apply a variety of techniques to communication: message pacing and chunking, expressing conversational intent. Consider the nonverbal aspect of communication: vocalics, proxemics, kinesics, touch and artifacts. Be the best listener you can be. Be an active and responsive listener. Avoid fire starters such as hot words, overdramatization, guilt induction, blaming, person and past centered comments. Choose to behave assertively. Avoid aggressive and passive-aggressive behavior. Stay focused and monitor. Take your emotional temperature. Reflect upon the interaction and get ready to keep developing the realtionship. Be ready to change and keep exploring.
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Interpersonal model
Interpersonal skills
Personality development
Leadership skills
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Thank you
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Business Communication Module1.

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Business Communication

Importance of Good Communication

Good Communication allows a firm to

Effective communication is needed by all Managers.

The Communication Process

Organization Communication Networks

Organizational Communications Network

The letter has two aspects:

Points in writing effective letter

Categories of Business letters

NOTICE NAME OF THE INSTITUTION

Tips For Reading Comprehension

Do's and Don'ts of Prcis Writing

Neuro linguistic communication

The six-step reframe

2/8/2012 Business Communication

Influence of personality type on communication

Extroverted and introverted communication styles

The shadow side

COMMUNICATING WITH INTROVERTS The Sunny side

TIPS FOR EXTROVERTS (communicating with introverts)

TIPS FOR INTROVERTS (communicating with extroverts)

SENSING AND INTUITIVE COMMUNICATION STYLES

The shadow side

COMMUNICATING WITH INTUITIVES The Sunny Side

The shadow side

TIPS FOR SENSORS (communicating with intuitives)

TIPS FOR INTUITIVES (communicating with Sensors)

THINKING AND FEELING COMMUNICATION STYLES

The Shadow Side

COMMUNICATING WITH FEELERS

They are receptive to others and inviting

The shadow side

TIPS FOR THINKERS (communicating with feelers)

TIPS FOR FEELERS (communicating with thinkers)

JUDGING AND PERCEIVING COMMUNICATION STYLES

The shadow side

COMMUNICATING WITH PERCEIVERS The Sunny Side

The shadow side

TIPS FOR JUDGERS ( communicating with Perceivers)

TIPS FOR PERCEIVERS (communicating with judgers)

A model for interpersonal communication

Align the horizon Participate in the interaction

Learn from the experience

How to Improve Interpersonal Communication

Why Interpersonal skills needed?

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