Lecture 1 - Foundation of Business Communication.pptx

Business Communication

1. Foundations of Business Communication Lecture 1 BM5036 Business Communication Sanjeeva Perera Visiting Lecture

2. Introduction to Business Communication The word communication originates from Latin word “ communis ”, which means “common” And the word business stands for any economic activity which is undertaken with a view to earn profit and the communication undertaken in the process of this activity is termed as “business communication”

3. Definition of Communication Communication is a complex process often involving reading, writing, speaking and listening. It may be verbal and non-verbal (or a mixture of both), and it uses a variety of media (language, mass media, digital technology, etc.). Broadly speaking, communication is a transfer and reconstruction of information. More specifically, we may define communication as the transmission and reception of ideas, feelings and attitudes – verbal and non-verbal – that produce a response.

4. Communication Theory There are two major theories of communication: Behavioral & mathematical.

5. Communication Theory The Behavioral Theory covers both verbal and non-verbal communication. First set forth by Dr. Jurgen Ruesch , a psychiatrist, it postulates that communication is based on social situations in which individuals find themselves. Our participation in communication with others must conform to established behavioral patterns involving social situations (culture, social class, time & place, etc.) roles (sex, professional, religious, etc.) status (authority, respect, social/class standing, i.e. in the caste system in Sri Lanka) rules (protocol, ethics, or code of behavior) clues in non-verbal communication (gestures, touch, voice inflections, rate of delivery, etc.)

6. Communication Theory This theory identifies communication networks such as intrapersonal, i.e., communication with oneself, interpersonal, i.e., communication between individuals, group interaction, such as between clans, or organizations, and cultural, i.e., between distinct cultures, such as Islamic and Christian, or African, Anglo-Saxon and Spanish, etc. in America.

7. Communication Theory The Mathematical Theory is largely based on the work of Claude Shannon & Warren Weaver who were not social scientists but engineers working for Bell Telephone Labs in the United States. Their goal was to ensure the maximum efficiency of telephone cables and radio waves. They developed a model of communication, which was intended to assist in developing a mathematical theory of communication. Shannon and Weaver‟s work proved valuable for communication engineers in dealing with such issues as the capacity of various communication channels in „bytes per second‟. It contributed to computer science, and in making „information‟ „measurable‟ it gave birth to the mathematical study of „information theory‟.

8. Communication Theory Their original model consisted of five elements: An information source, which produces a message; A transmitter, which encodes the message into signals; A channel, to which signals are adapted for transmission; A receiver, which „decodes‟ (reconstructs) the message from the signal; A destination, where the message arrives. A sixth element, noise, is a dysfunctional factor : any interference

9. Communication Process Model

10. Communication Process Barriers Differences in _________ level, experience, and culture Physical issues, such as _____or room temperature Mental distractions, such as developing a response instead of ________ education noise listening

11. Communication Channels

12. Flow of Information Within an Organization

13. Communication Systems Formal system Informal system

14. Dispelling Myths about the Grapevine (Gossip) Grapevine is ___ _____ or ____ accurate than other communication channels Message distribution is __________ rather than linear in nature no more less networked

15. Discussion Why do communication breakdowns occur between individuals? in organizations? What can you do to prevent or minimize communication breakdowns?

16. Levels of Communication Continued

17. Levels of Communication (cont.)

18. Strategic Forces Influencing Business Communication

19. Four Dimensions of Business Behavior

20. Diversity Challenges

21. Impacts of Technology Aids in collecting and organizing data Helps craft clearer and more effective messages Overcomes distance and time issues Complicates interpersonal relationship development Raises legal and ethical issues

22. Team Environment Leads to Synergy Makes workers happier by causing them to feel they are shaping their jobs Increases efficiency by eliminating management layers Enables a company to draw on talents of entire workforce 1 + 1 = 3

23. Focusing on Interpersonal and Group Communication

24. Behavioral Theories Impact Communication

25. Maslow’s Hierarchy of Needs SELF- ACTUALIZATION Personal growth, realization of potential ESTEEM NEEDS Titles, status symbols, promotions, banquests SOCIAL NEEDS Formal and informal work groups or teams SECURITY NEEDS Seniority plans, union, health insurance, employee assistance plans, severance pay, pension BASIC NEEDS Food, water, shelter, Pay

26. Stroking Stroking is a transactional analysis term for identifying the way others give recognition to a person. It can be in the form of a pat on the back from the supervisor, a congratulatory message, or being listened to. Receiving strokes is essential to a person’s mental and emotional well-being. By staying aware of this fact, managers can greatly improve communication and people’s attitudes toward their work.

27. Johari Window The Johari Window visual provides a means to show how trust leading to self-disclosure helps enlarge the free or open area and, in turn, decreases the size of the blind and hidden areas. Self-disclosure leads to further trust and to a higher level of interpersonal “sharing.”

28. McGregor’s Theory X and Y a. Managers who practice Theory Y help satisfy workers’ social and ego needs. By satisfying these needs, people gain in personal maturity, which helps lead to trust in management. b. In contrast, managers who practice Theory X tend to assume that workers are concerned only with satisfying lower-level physiological and security safety needs so these managers fail to assist in people’s efforts to satisfy higher-level needs.

29. Hersey and Blanchard’s Situational Leadership Model Hersey and Blanchard’s Situational Leadership Model emphasizes using different management styles based on the situation and who the participants are. The directive behavior they describe occurs when a supervisor gives detailed rules and instructions to an employee and then monitors him or her closely. The supportive behavior they describe occurs when leaders listen, communicate, recognize, and encourage rather than dictating.

30. Discussion Describe an effective leader. How is communication important to effective leadership?

31. Nonverbal Communication Adds Meaning

32. Understanding Nonverbal Messages Cannot be _______ Vary between ______ and cultures May be ____________ or unintentional, _________or harmful May be __________ and receive more attention than the verbal message avoided people intentional beneficial contradictory

33. What type of listening are you engaged in at this time? Casual listening Listening for information Intensive listening Empathetic listening (Person's feelings) Discussion

34. Effective Listeners . . . Minimize distractions Get in touch with the speaker Show active involvement; do not interrupt Ask reflective questions Send probing prompts to the speaker Use lag time wisely

35. Characteristics of Effective Groups Group norms : Unspoken and often unwritten set of informal rules that govern individual behaviors in a  group

36. Stages of Team Development

37. Stages of Team Development FSNPA F - Forming (initial stage of the group) S - Storming (development stage conflicts and confrontation) N – Norming (members cooperation and collaboration, “we” feeling) P - Performing ( group fully function to accomplishing tasks) A – Adjourning (this represent end of the group)

38. Suggestions for Effective Meetings Limit meeting ______and _________ Make ___________ arrangements Distribute _______ in advance Encourage ___________ Maintain _____ Manage _______and seek consensus Prepare thorough _______ length frequency satisfactory agenda participation order conflict minutes

39. Thanks