Business Communication

Module 1

Module Covers
Introduction Process of Communication Types of Communication Principles of Effective Communication Barriers to Communication Case Method Analysis How to study a case
Formal Case discussions Case Analysis Writing a Case Analysis Paper

Lets get started

Introduction
Hes really smart but he just doesnt communicate it very well. If you want to be promoted, youll have to improve your communication skills. Effective communication is a key qualification It is an extremely important success factor All successful people are good communicators Some people are natural communicators DONT WORRY IT CAN BE LEARNED!

Communication is used to
INFORM CONVINCE MOTIVATE

Whos a GOOD Communicator

One who
Listens well

Comprehends written and spoken language easily

Thinks & Expresses clearly (in words) Writes clearly and competently Who is able to confidently address a crowd of people Controls ones non-verbal cues

So whos a GREAT Communicator?

One who
Is able to command authority through speech

Is able to win the other party's confidence

Who can read and use the non-verbal cues of others Asks the right questions at the right time and answers that way too

A GREAT Communicator is one who is REMEMBERED

Process of Communication

The process depends on

Context
Provides the people, the occasion & the purpose

Physical Environment
The place or space where communication occurs

Climate
The emotional atmosphere

Types of Communication
Verbal Communication Non-Verbal Communication

Formal Channels Informal Channels Communication Networks

Formal Channels
Following the Chain of Command
Official Emails
MOM / Memos

Company Newsletter
Employee Handbook Business Plan Surveys Annual reports

Informal Channels
Network that functions within the Formal Network
Grapevine Water-cooler Lunchtime / Canteen SMSs / Chatting

UNOFFICIAL CHANNELS?

CENTRALIZED
Y Model Wheel Chain

DECENTRALIZED
Circle ComCon

Effectiveness

What does Effective Communication mean?

The object of communication is to convey thoughts / intentions / emotions / facts / ideas of one person or group to the others When the message sent is received and understood by the receiver in the same sense, as the sender wants to convey, effective communication takes place

When the receiver misunderstands a message we consider it a distortion in communication

Principles of Effective Communication

COMPLETENESS CONCISENESS CONSIDERATION FOCUS PURPOSE MEANING

CONCRETENESS
CLARITY

SUBSTANCE
STRUCTURE

COURTESY
CORRECTNESS

HUMILTY

What stops us from being good / great communicators?

Barriers to Communication
Poor structure to the communication A weak delivery The use of the wrong medium to deliver the communication A mixed message The message is delivered to the wrong audience A distracting environment

Barriers - Categories
Physical Barriers

System Design
Attitudinal Barriers

Psychological Factors
Cross Cultural Barriers Individual Abilities Physiological Barriers

Cases Cases

Cases

Introduction
Only by wrestling with the conditions of this problem at hand, seeking and finding his own way out, does [the student] think.... If he cannot devise his own solution (not, of course, in isolation, but in correspondence with the teacher and other pupils) and find his own way out he will not learn, not even if he can recite some correct answer with a hundred percent accuracy.
John Dewey

The advantage to case studies is that they bring theory to life for those who study it

Case Method Analysis (1)

Familiar with speed reading? Step 1 - Study the case
Start with quickly reading the important points of the case Understand the gist Re-read the whole material Take note of important issues, facts and ideas

Case Method Analysis (2)

Step 2 - Identify the problem Step 3 - Define the problem

Step 4 - Identify causes of the problem

Address prelisted problems List all indicators that something is not as expected or as desired Ensure that symptoms are not assumed to be the problem

Case Method Analysis (3)

Step 5 - Develop alternatives Step 6 - Evaluate alternatives
Step 7 - Develop plan of action

Formal Case Discussions

Requires..
Thorough knowledge of the concerned subject Ability to be analytical Ability to critically think out an issue Ability to evaluate Ability to infer

Avoid Repetition

Writing a Case Analysis Paper

1. Title of the Case

2. Statement of the Problem

3. The Case (very brief narration)

4. Scope of analysis
5. Alternative solutions and their evaluation 6. The best solution 7. Conclusion 8. Executive Summary

Lets practice with a couple of cases

Video Cases A Study if deeper cultural connotations

THANK YOU!