Business Communication

What is Communication?
Communication is the giving and receiving of feedback between individuals and/or groups for the purpose of exchanging information.

What is Business Communication?

Business communication is the giving and receiving of feedback between individuals and/or groups for the purpose of exchanging information and altering or enhancing performance.

Effective feedback is
the core component in all communication.

Effective Feedback will:

Reinforce or enhance good performance or behavior Change undesirable performance or behavior Make a tremendous difference in the performance of an individual or team

What will be covered today?

Reinforcing or enhancing good performance or behavior through effective feedback Changing undesirable performance or behavior through effective feedback Using effective feedback to manage conflict

Why are we covering these topics?

Studies have shown that up to 90% of a managers time is spent on some form of communication Corporate Leadership Council
Fairness and accuracy of informal feedback is the number one performance driver (out of 106
identified drivers)

Why else?
How do you benefit by focusing on effective feedback?

Feedback:
Feedback is a two-way street Receiving Feedback Giving Feedback Lets look at Receiving Feedback

Receiving Feedback
Seek out feedback and use it to improve your own performance. You will become more successful in your position if you view receiving feedback as an opportunity for learning and growing.

Group Feedback:
Who gives us feedback? What kind of feedback do we get? What kind of feedback is difficult to receive? Have you ever received feedback that is confusing or unclear?

Group Activity

So, what is effective feedback?

Frequent
Accurate Specific Timely

FAST

Conflict Management

What is conflict?
A potential by-product of ineffective feedback.

Conflict
Conflict:
Hurts productivity Hurts quality Hurts service Hurts morale Hurts working relationships

Conflict
No matter what the circumstances do not look at the conflict as a win or lose situation Your focus should be on what's best for everyone

Group Activity

Business Communication
Review

Today we discussed:
Communication is both giving and receiving feedback Effective feedback is FAST When feedback is misunderstood or not effective there can be conflict Conflict resolution tactics