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SIMSR PGDM (FS) BUSINESS COMMUNICATION
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“I just asked the candidate to draw a chair and sit down!” R.K. Laxman TOI .
” . I regret to inform you that we cannot honor your request for a business loan at this time.” “On behalf of XYZ bank.“We cannot approve your application for a business loan.
The Effective Business Communicator KNOWLEDGE AND SKILLS BUSINESS COMMUNICATION .
The Role of Emotional Intelligence • The new measure takes for granted having enough intellectual ability and technical know-how to do our jobs. adaptability and persuasiveness. D. It focuses instead on personal qualities such as initiative and empathy. Goleman .
Intra-personal Communication Nature + Nurture = What you are like as a person Genetic characteristics Effect of your life experiences .
Blind Not known to others 3. Hidden 4. Open Not Known to self 2.Intra-Inter Known to self Known to others 1. Unknown .
• ASSIGNMENT ONE .
Communication Chain and Feedback Cycle MESSAGE ENCODER SOURCE FEEDBACK CHANNEL DECODER DESTINATION .
THE CODE .
• ASSIGNMENT TWO .
Natural/ Adapted/ Manipulative .Berne’s theory of Transactional Analysis Personality made up of 3 States of Mind: • Adult – Rational • Parent – Critical/Caring • Child -.
• ASSIGNMENT THREE .
D’s like. He’ll want to see it first thing in the morning.Kishor: Can you spare some time later this afternoon to go over the figures? I think we’ll have to go right back to the proposal and see where we can cut things out. I just can’t get my head round looking at that proposal again. I’ll just have to do it myself. Punit: I’ve got to go over and see them in Finance as well as finish this report. you know what J. Can’t it wait? Kishor: No. .
3 Types of Managerial Behaviour Aggressive Assertive Passive .
Harris’ OK Life Positions • • • • I’m OK I’m OK I’m not OK I’m not OK You’re OK You’re not OK You’re OK You’re not OK .
Sources of Power Methods of Influence (based on one or more sources) • • • • • • Force Rules and Procedures Exchange Persuasion Ecology Magnetism • • • • • Physical Resource Position Expert Personal .
opinions/ideas searches for on others compromises. keeps true to beliefs.Aggressive Assertive Passive Put others needs before your own Your needs Confidence and feelings plus respect at the expense of others Forces Negotiates. principles Overruled by others opinions and ideas .
eye contact. Comfortable stares.Aggressive Assertive Passive Resorts to shouting/ raising voice Keeps calm Mumbles Glares. points fingers open and relaxed body language Closed posture .
Skills needed for Interpersonal Communication • • • • • • • Self-awareness Control Listening Feedback Assertiveness Summarising Closure .
Eliciting Responses • Seeking Ideas: “ What do you think?” “ Do you think it will work?” • Proposing: “ Shall we…?” “ I think the best plan of action is…” • Suggesting: “What about…?” “Maybe we could…” .
• Building: “We could then…” “ What about then using the results to…” • Disagreeing: “I don’t think that will work.” “That’s a good idea.” .” • Supporting: “ I can see that working.” “That’s not the case.
• Difficulty stating: “ But what if…?” “That won’t work because…” • Clarifying/Explaining/Informing: “ It means that…” “The plan is to…” • Seeking Clarification/information: “ What would the implications be?” “How do you…?” .
Likelihood of particular responses Example: If you seek ideas it has a • 60% likelihood of someone proposing • 19% likelihood of someone suggesting .
4 Main Types of Conversation • Dehydrated Talk • Disciplined Debate • Intimate Exchange • Creative Dialogue .