2,3 Session Business Comm - Students 2019 PDF

Effective Business Communication
Seesion 2 and 3 .
Pritima Kaushal
Enablers India
www.enablersindia.com 1
Have you ever thought !!
To be Relationship
Effective Building
Fellow Travelers
Achieve Influence
Objectives Others
Exercise
 How well do we communicate?
A Small Story
Activity:
Chain of Command
 The Colonel told the Major - At nine o'clock tomorrow

there will be an eclipse of the sun, something, which
does not occur everyday. Get the men to fall out in
the company street in their fatigues so that they will
see this rare phenomenon, and I will explain it to
them. In case of rain, we will not be able to see
anything, so take the men to the gym.
Chain of Command
 The Major told the Captain - By order of the Colonel,

tomorrow at nine o'clock there will be an eclipse of the
sun. If it rains you will not be able to see it from the
company street, so then, in fatigues, the eclipse of the
sun will take place in the gym, something that does
not occur everyday.
 The Captain told the Lieutenant - By order of the
Colonel in fatigues tomorrow at nine o'clock in the
morning the inauguration of the eclipse of the sun will
take place in the gym. The Colonel will give the order
if it should rain in the company street, something,
which occurs everyday.
Chain of Command
 The Lieutenant told Sergeant - Tomorrow at nine the

Colonel in fatigues will eclipse the sun in the gym, as
it occurs everyday if it is a nice day. If it rains in the
company street.
 The Sergeant told the Corporal - Tomorrow at nine
the eclipse of the Colonel in fatigues will take place by
cause of the sun. If it rains in the gym, something
which does not take place everyday, you will fall out
in the company street.
Chain of Command
 What the Soldiers Understood - Tomorrow, if it rains,

it looks as if the sun will eclipse the Colonel in the
gym. It is a shame that this does not occur everyday.
Moral of the Story:

 "The farther you get from your people, in terms of
organizational structure, the less effective you'll be"
Original Ending
Story Story
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Additions
Loss of Details
Substitution
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Additions
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All messages do not reach the receiver due to
“ Distortion”
Distortion
Communication Process/Steps
 Encoding
 Message
 Medium
 Receiving –Listening
 Decoding
 Feedback
Communication Process
Two Way Exchange of Ideas
Message
Sender Encoding Decoding Receiver
Transmitting
noise
Feedback
Both verbal and non Verbal Feedback is Important
We Communicate
1. FACTS
2. FEELINGS
3. VALUES
4. OPINIONS
Stage: Encoding
 Check your Objectives.

 Determine the outcome you want from your
interface.
 Select appropriate words.
 Decide what tone you want in your
conversation.
 Consider the emotional impact of the
message.
Stage: Medium
 Select the right Channel.

⚫ Face to face
⚫ Phone
⚫ Email
⚫ SMS
 Send the message
 Check if the words and nonverbal signals
are consistent
Environment
 Coping with distortions

◼ Avoid Interruptions & noise. ( distracting sounds …AC,
coolers, generator, machine in the factory setting)
◼ Information Overload.. Could interfere with the listening
Stage :Receiving
 Listen Actively
 What facts and inferences I am looking
for?
 How can I test my understanding of the
message?
Stage: Decoding
 Understanding the other person.

 Making sense of message.
 Reading between the lines
 What is the hidden agenda?
 How will I handle it if does not fit in with
by beliefs?
 Decoding may not always be accurate.
Stage: Feedback
 Decide on the response.
 Feedback could be oral, written or non
verbal. (nod, smile through facial expression,
quizzical look )
 To stop the communication look
uninterested, stop eye contact.
 Silence: Not responding to a written
communication is also a feedback of
lack of interest.
 How well you communicate is determined
not by how well you say things but by how
well they are received.
Role Play :
Where are the damn documents?
Get Those Damn Documents………FAST!
Questions for the observers
1) Did Instructor assume things while giving instructions.

2) Was Instructor tense?
3) Did Instructor hurry through instructions?
4) Did instructor check whether Albert understood his task?
5) Did Instructor tell Albert anything about lawyer’s Residential
address? Did he help him familiarize him with the location?
6) Did Instructor share gravity and importance of the situation
with Albert?
7) Did Instructor give choice to Albert for getting in touch with at
11 AM?
8) Did Instructor share anything about confidentiality and
importance of the documents?
Rate the effectiveness of Instructions on the following scale
0_____________________________________________10
QBD
What could have been done?
 Give people the general outline before going to the details.

 Go from general to the specific.
 Check people understand.
 Watch people’s reaction to see they are not confused.
 Make it two way, encourage questions
 Use similes.
It becomes much easier when you paint a mental picture.
One Way vs Two way Communication
One Way Two Way

➢ Is fast ➢ Is slow
➢ Looks effective but is often ➢ Looks noisy, but is more
inaccurate. accurate.
➢ Needs planning by the ➢ Makes planning less
sender. essential.
➢ Less threatening to the
sender. ➢ The sender is vulnerable.
➢ Can make the receiver ➢ The receiver is more
frustrated. confident.
Class exercise.
 You are the General manager of the Accounts
department in a medium sized company. One of
your accountants has missed 2 weeks of work in the
past 2 months and her work is not being done on a
regular basis. How would you handle this situation?
Would you speak to her or write a memo to her?
Would you do both speak or write? If you would do
both speak and write, which one would you do first
and why?
Barriers in Communication
1. Psychological Barriers
2. Language Barriers
3. Semantic Barriers
4. Information Overload
5. Cross Cultural Barriers
6. Poor Listening
Activity: Read and Do test
1.Psychological Barriers
◼ Emotional Barriers (Stress, Fear, Anxiety

◼ Difference in Perception
◼ Tendency to Stereotype.
◼ Jumping to conclusion
◼ Values, Attitude and Opinion
⚫ Closed Mind
⚫ Senders credibility
⚫ Focus on Self
What is the age of this woman?
What Does This Say?
 OPPORTUNITYISNOWHERE
The General & the Cannible
 About sixty years ago Bronis Malinowski , a General had an

encounter with an old cannibal. They happened to talk about
the Second World War raging in Europe. The cannibal
wanted to know how the Europeans managed to eat the huge
quantities of human flesh produced by massive killings.
 In a rather self-righteous fashion, Malinowski told the old
cannibal that Europeans never ate the flesh of the enemies
they killed.
 The cannibal was shocked. “What kind of barbarians are
you,” he asked in horror, “to kill people without any real
objective?”
The General & the Cannible
 Both Bronis and the cannibal were looking at the

same event but from widely different perspectives.
 Each was right. Each felt the other was wrong.
Each felt superior to the other.
 Differences in perspectives are probably the most
treacherous of all communication roadblocks
because they are the most difficult to detect.
A Walk
in the
the park
Tendency to Stereotype
 Stereotype is an
individual’s set of beliefs
about the characteristics of a
group of people
 Stereotypes are traits
assigned to groups of people
based on their race,
nationality or Political
affiliation
www.enablersindia.com 37 ©
 Stereotypes are assumptions made about a group of
people and are applied to individuals, irrespective of their
personal characteristics, because of their affiliation with a
certain group. Stereotypes can be positive, negative or
neutral. Both positive and negative stereotypes can be
harmful.
 Prejudging an individual can lead to misconceptions and
barriers to communication.
2.Language Barriers
 Lack of common language

 Technical Jargons /Slangs
 Badly expressed Messages/ Poor sentence
construction
3.Semantic barriers
Refer to the symbolic obstacles caused in communication due to

problems with the interpretation of word meanings. These
obstacles distorts the sent message in some other way than it was
intended, making the message difficult to understand .
3.Semantic barriers
SIMILAR SOUNDING WORDS (Homophones, same Pronunciation)

Examples:
 pale/pail
 alter/altar
 buy/bye/by
 rain/reign
 WORDS HAVE MULTIPLE PRONUNCIATIONS, MEANINGS
(Homographs , Same spellings)
Examples
 The bandage was wound around the wound.
 We must polish the Polish furniture.
 He could lead if he would get the lead out.
3.Semantic barriers
 WORDS HAVE MULTIPLE MEANING same spellings

and pronunciation ( Homonyms)
Examples
 Never desert your friends in the desert.
 Close the window before the bee gets too close
3.Semantic barriers
DENOTATIONS AND CONNOTATIONS
 Have you ever experienced that a remark intended as a

compliment or a joke was taken as an insult?
 Words have both detonative and connotative meaning.
 In order to communicate effectively, you must be aware of
the connotative meaning of your words
 Denotation: is the precise, literal definition of a word that might be found in

a dictionary.
 Connotaions: Connotation represents the various social overtones, cultural implications,
or emotional meanings associated with a word.
 If the encoder and decoder do not share the same connotative meaning
for a word, miscommunication occurs.
 Depending on our experiences, certain words have a positive, negative, or
neutral connotation.
◼ Favourable Connotation: 'honest', 'noble', 'sincere’
◼ Unfavourable Connotation: 'cowardly', 'slow', 'incompetent‘ Studious (bookworm)
Examples:
‘bimonthly’ twice a month or every two months.
Examples
 ‘cheap’ as an adjective.
 You will enjoy a ‘cheap holiday’ because you spend less than the
real cost.
 Industries desire ‘cheap labour’ to reduce the over all cost of
production.
 These connotations of cheap as an adjective are different from the
connotations in expressions like “cheap popularity’ and “cheap
joke”. If the receiver does not understand the connotation attributed
by the sender, miscommunication takes place.
 They gave us cheap stuff.
 At this shop, they sell things cheap
Euphemism
 Is a polite expression / mild/ indirect word used in place of

words or phrases that may sound harsh
 Examples
◼ Passed away instead of died
◼ Differently abled instead of handicapped
◼ Correction facility instead of jail
◼ Adult beverages-beer of liquor
◼ Rest rooms –bathrooms
◼ Hang boots-retiring
4.Information Overload
5. Cross Cultural Barriers
6. Poor Listening
Thank you

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Effective Business Communication

 How well do we communicate?

 The Colonel told the Major - At nine o'clock tomorrow

 The Major told the Captain - By order of the Colonel,

 The Lieutenant told Sergeant - Tomorrow at nine the

 What the Soldiers Understood - Tomorrow, if it rains,

Moral of the Story:

Both verbal and non Verbal Feedback is Important

 Check your Objectives.

 Select the right Channel.

 Coping with distortions

 Understanding the other person.

1) Did Instructor assume things while giving instructions.

 Give people the general outline before going to the details.

One Way Two Way

◼ Emotional Barriers (Stress, Fear, Anxiety

 About sixty years ago Bronis Malinowski , a General had an

 Both Bronis and the cannibal were looking at the

 Lack of common language

Refer to the symbolic obstacles caused in communication due to

SIMILAR SOUNDING WORDS (Homophones, same Pronunciation)

 WORDS HAVE MULTIPLE MEANING same spellings

 Have you ever experienced that a remark intended as a

 Denotation: is the precise, literal definition of a word that might be found in

 Is a polite expression / mild/ indirect word used in place of

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