BUSINESS

COMMUNICATION

BY:
Keerthana S Menon
LISTENING

• Listening is receiving language through the ears. It involves

identifying the sounds of speech and processing them into
words and sentences. It is an interactive process.
• Listening is key to all effective communication. The ability to
listen effectively is consistently rated as one of the most
important skills necessary for success, especially in the
workplace.
ELEMENTS OF LISTENING

• Attention—the focused perception of both visual and verbal

stimuli.
• Hearing—the physiological act of 'opening the gates to your
ears’.
• Understanding—assigning meaning to the messages
received.
• Remembering—the storing of meaningful information.
Levels of Listening
• Acknowledging
• Sympathizing
• Paraphrasing
• Empathizing

LISTENING FOR A SPECIFIC PURPOSE

• Casual Listening
• Listening for Information
• Intensive Listening
• Empathetic Listening
POOR LISTENING HABITS

• Faking Attention
• Allowing Disruptions
• Over listening
• Stereotyping
• Dismissing subjects as uninteresting
• Failing to observe nonverbal aids
TIPS FOR BEING A MORE EFFECTIVE LISTENER

• Minimize environmental and mental distractions.

• Get in touch with the speaker.
• Do not interrupt the speaker.
• Ask reflective questions that assess understanding.
• Let the speaker know you are actively involved.
• Use lag time wisely.
• Identify the aspects of listening that you need to improve
upon.
• Get more comfortable with silence.
• Monitor your body language, facial expressions and other
nonverbal signals that might appear negative.
• Learn to ask nonaggressive questions.
• Understand listening does not agreeing.
 HEARING VS LISTENING
BASIS FOR COMPARISON HEARING LISTENING
Meaning Hearing refers to one's Listening is something
ability to perceive sounds,done consciously, that
by receiving vibrations involve the analysis and
through ears. understanding of the
sounds you hear.
What is it? An ability A skill
Nature Primary and continuous Secondary and temporary
Act Physiological Psychological
Involves Receipt of message Interpretation of the
through ears. message received by ears.
Process Passive bodily process Active mental process
Occurs at Subconscious level Conscious level
Use of senses Only one More than one
Reason We are neither aware nor We listen to acquire
we have any control over knowledge and receive
the sounds we hear. information.
Concentration Not required Required
METHODS OF COMMUNICATION

• Oral communication
Eg- formal speeches
• Written communication
Eg- letters, circulars, memos
• Non- verbal communication
Eg- physical movements, facial expressions
 BODY LANGUAGE

• Body language is conscious and unconscious movements and

postures of the body by which attitudes and feelings are
communicated.
• Type of non - verbal communication where you only speak
through actions (physical behaviour) and not words to express
or convey the information.
• Such behaviour includes :
1. Facial expressions
2. Body postures
3. Gestures
4. Eye movement
5. Touch
• Also known as kinesics.
• Body language must not be confused with sign language.
• Body language on the other hand does not have a grammar
system.
• Under body language, the body also has a massive effect on
our breathing pattern.
POSITIVE BODY LANGUAGE DURING
PRESENTATIONS

• Use the space available by walking from time to time, but not in a
rhythm.
• Have open and receiving gestures by not crossing hands frequently.
• Use “touch” and “turn” method when discussing a point on the
screen.
• Be like the light house and look at everyone in the audience while
speaking.
• Keep your back straight and look up as this displays confidence and
good self-esteem.
• Be well-groomed and formal in dress as appearance counts.
CROSS - CULTURAL COMMUNICATION
Why cross culture communication is
important ?

Globalization
Cross border movement of the people, goods and data brings more
and more cultures into the contact with one another and increases
the potential of cross culture communication
• Business opportunities
• Job opportunities
• Improves the contribution of employees in a diverse work force
• Sharing of views and ideas
• Talent improvisation
• Understanding of diverse market
Eye contact
In some cultures, looking people in
the eye is assumed to indicate
honesty and straight forwardness in
others it is seen as challenging and
rude.

Gesture
A motion of the hands , head or
body to emphasize an idea or
emotion.
 
Blocks to cultural communication
• Ethnocentrism
• Discrimination
• Stereotyping
• Cultural blindness
• Cultural imposition
• Tone differences
CONFLICT MANAGEMENT & NEGOTIATIONS

• CONFLICT
It is an expressed struggle between at least two independent
parties who perceive incompatible goals, scarce resources, and
interference from the other parties in achieving their goals.

• CONFLICT MANAGEMENT
It is the practice of being able to identify and handle conflicts
sensibly, fairly, and efficiently.
Conflict Management Styles
Five conflict styles that a manager will follow
are:-
 Accommodating 
 Collaborating
 Competing
 Compromising
 Avoiding
Accommodating 
The willingness of one party in conflict to place the
opponent’s interests above his or her own.
Collaborating
A situation in which the parties to a conflict each desire to
satisfy fully the concerns of all parties.
Competing
A desire to satisfy one’s interest , regardless of the impact
on the other party of the conflict.
Compromising
A situation in which each party to a conflict is willing to
give up on something.
Avoiding
The desire to withdraw from or suppress a conflict.
Conflict Management Techniques
• Problem solving
• Expansion of resources
• Smoothing
• Authoritative command

Tips for Managing Conflict

• Accept conflict
• Be a calming agent.
• Listen actively
• Analyze the conflict.
• Be creative
• Be specific
NEGOTIATION
• Method by which people settle difference.
• Process by which compromise or agreement is reached
while avoiding arguments or disputes.

Stages of negotiation
• Preparation
• Discussion
• Clarification of goals
• Negotiate towards win – win outcome
• Agreement
• Implementation of a course of action
Key elements

• Attitude
• Knowledge
• Interpersonal skills
THANK YOU