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The document discusses key aspects of effective business communication. It covers topics like the importance of feedback, clarity, avoiding vagueness, anticipating misunderstandings, barriers to communication, formal/informal communication channels, body language, purpose, audience analysis, communication styles, strategic models of communication, listening skills, reasons for poor listening, improving listening, and tips for effective cross-functional collaboration through memos.

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23 views33 pages

Class 1-2

The document discusses key aspects of effective business communication. It covers topics like the importance of feedback, clarity, avoiding vagueness, anticipating misunderstandings, barriers to communication, formal/informal communication channels, body language, purpose, audience analysis, communication styles, strategic models of communication, listening skills, reasons for poor listening, improving listening, and tips for effective cross-functional collaboration through memos.

Uploaded by

Deadpool MCU
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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Business Communication

Dr. Parul Singh


Conclusions (The Wiring Game)
 Communication is a two way street; both
sender and receiver need feedback on how
they are doing
 Feedback must be immediate, frequent and
specific if it is to be valuable.
 Terms that are abstract, vague, undefined
etc., will lead to misunderstandings and will
require backtracking, undoing or modifying
or cause errors in communication.

Slide 2

Parul Singh
Conclusions (Contd.)
 Senders must put themselves in the shoes of
the receivers and anticipate the possibilities
for misunderstanding.
 Senders can know the degree to which their

communication efforts have succeeded or


failed only through feedback.

Slide 3

Parul Singh
Barriers to Effective Communication
 Perceptual - Differences in perceptions
 Language/semantic - Message complexity
 Cultural - Differing status/region/class
 Physical - Physical distractions
 Emotional - Lack of trust, fear and suspicion
 Information overload
 Unethical communication
 Incorrect medium choice
13.4

Formal Communication Channels

Downward Horizontal

Upward
Informal Communication Channel

‘Grapevine’
Sli
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Parul Singh 9
Importance of Communication
 Estimated proportion of credibility/meaning
◦ 7% Words
◦ 38% Tone
◦ 55% Body language/kinesics
 Para communication – voice and tone
 Culturally Dependent

02/07/2024
Purpose of Communication
 Inform
◦ “Farming provides most of the food that we eat.
Our chief food crops are cereals or grains.
Cereals include maize, rice and wheat.”

 Persuade
◦ “Now your dream home is just a step away from
being a reality. Simply get an HSBC home loan
and choose from a range of highly flexible
repayment options, based on your
convenience.”
Slide
11
Audience Analysis
 Who are my audiences?
◦ Consumers who should buy my idea/product
 What are their likely attitudes toward my
proposal?
◦ Positive; neutral; hostile
 How much do they already know?
 Is my proposal in their interests?
 What is my relationship with them?
 What is my purpose?

◦ Tell (inform); sell (persuade); consult (consensus);


join in (collaborating)
Communication Styles
 Tell – inform/instruct/explain
◦ “As a result of this presentation, my boss will learn
what my department has accomplished this month.”
 Sell – to persuade
◦ “As a result of this presentation, the committee will
approve my proposed budget.”
 Consult – consensus for a course of action
◦ “As a result of the Q/A session, my staff will obtain
replies to the concerns about a new policy.”
 Join in – collaboration
◦ “As a result of this brainstorming session, the
group will come up with a solution to this problem.”
Strategic Model of Communication

1. Analyse
a. Audience
b. Purpose/Objective
c. Occasion/context
2. Research and organise
3. Medium/channel
4. Timing (professional/emotion)
5. Communicate Sincerely – 7C’s
6. Solicit Feedback
PAIBOC Model
 Purpose – what do you need to accomplish in
this message?
 Audience – who will be reading this?
 Information – what is the content your

message must include?


 Benefits – what’s in it for your reader?
 Objections – address any objections your

audience may have to what you are saying


 Context – the situation involved in your

communication; physical vs virtual vs


psychological
7 C’s of Communication
7 C’s of Communication
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
1. Completeness

Please fax me in return the departures


from Singapore to Hong Kong on the
8th.
 Provideall necessary information
 Answer all questions asked.
 Add something additional, if
necessary as footnotes.
 Answer all the ‘Wh’ questions.
2. Conciseness
at this point of time
v/s
Now or at present

We hereby wish to let you know that our company is


pleased with the confidence you have reposed in us.
v/s
We appreciate your confidence

 A concise message is complete without being wordy.


 Eliminate wordy expressions.
 Include only relevant material
 Avoid unnecessary repetitions
3. Consideration
 I am delighted to announce that we will be extending
our hours to make shopping more convenient.
v/s
You will be able to shop evenings with the extended
hours.

 You failed to enclose your cheque in the envelope


v/s
The cheque was not enclosed

 Focus on “you” instead of “I” and “we”


 Show audience benefit or interest in the receiver
 Emphasize positive, pleasant facts.
4. Concreteness
She’s a brain
v/s
Her grade-point average in 2011 was 4.9 on a five-
point scale.

Grades of the students will be sent to you by the school


v/s
The school will send students their grades.

 Being specific, definite and vivid rather than vague


and general.
 Use specific facts and figures.
 Use the active voice.
5. Clarity
 Use accurate and familiar words with
proper intonation, stresses and pauses.
 Use simple words and short sentences.
6. Courtesy
 Be sincerely tactful, thoughtful and
appreciative.
 Use expressions that show respect. Use the

right pitch and tone.


 Do not forget to use respect, courtesy and

common sense in your communication.


7. Correctness
 Avoid making grammatical errors
 Use the right level of language -

formal/informal/casual
Communicating More Effectively
 Understanding your audience, the
objective and the context of
communication
 Giving and Responding to Constructive

Feedback
 Being Sensitive to Business Etiquette

◦ Respect, courtesy and consideration for others

Slide
25
Listening Skills
 Listening is an integral part of good oral
communication skills.
 Listen well in order to speak well.
 Listen well to stay informed, updated and out

of trouble.
 Poor listening leads to lost opportunities,

legal mistakes and other errors.


Reasons for Poor LS
 Bad time management skills- People don’t take
time out to receive the message.
 Activity trap; failing to set priorities right or in
order
 Listening as per one’s mental wiring
◦ Linear listeners v/s associative listeners v/s
movement listeners v/s body language listeners
 LL- following the speaker as he presents from
pt. A to pt. B; passive
 AL- connecting ideas presented to things they
already know. Taking notes, restating what
they heard, asking probing questions, standing
while listening.
 Left-brain scholastic subjects focus on logical thinking,
analysis, and accuracy.
 Right-brained subjects, on the other hand, focus on

aesthetics, feeling, and creativity.


Tips to Improve LS
 Setting the scene for attentive listening
 Get to meetings early – get time to compose yourself;
what is your purpose/motivation to be there?
 Do not let your mind wander
 Do not over relax
 Ask short & precise questions for clarification when
the speaker pauses
 Nodding or acknowledging the speaker
 Asking the listener to repeat

https://www.youtube.com/watch?v=x-gpFgtXCF4
 Amit is the product manager for a line of consumer
electronic products with a new gizmo in the early
stages of development. Amit knows that it’s now
time to bring the R&D, marketing and
manufacturing people together. Their collaboration
is the company’s best assurance that the new
product will:
1. Meet customer requirements.
2. Be designed in such a way that the manufacturing
division will be able to build them efficiently.
 Amit determines that he should write a memo as the
first step in building collaboration between the three
different groups.
Agenda:Time for Gizmo 5 Cross-functional Planning

As you know, design specs for the Gizmo 5


electronic garlic press are moving forward within
R&D. That means that it’s time to begin planning for
the new product’s marketing and manufacturing.
Early cross-function planning helped make the
Gizmo 4 a tremendous success, and I know that we
are all eager to repeat the experience. Great things
happen when we put our heads together to focus on
a problem. Agenda items will include 1) user
benefits; 2) product specs and manufacturability.
I would like to schedule a follow up meeting. Let’s
meet for noon, Monday, February 6, in our small
conference room. Lunch will be on us. How does
that sound?
Sli
de
Parul Singh 32
Parul Singh
parulimi@gmail.com
09810098210 Slide
33

Parul Singh

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