1. Business
COMMUNICATION

2. Business Communication

3. The Communication Process
Active Listening Skills
Non-verbal Communication

4. HOW ABOUT THESE PERSONALITIES ?

5. Benefits of effective communication
Get more done
More respect
More influence
More comfortable with conflict
More peace of mind
More satisfying closeness with others

6. What is Communication?
Communication is the transmission of an idea or feeling so
that the sender and receiver share the same
understanding.

7. Visual Images
Body Language
Written Words
Spoken Words

9. One-way communication
Two-way communication
One to many

10. Active listening
Simple language
Pronunciation & Diction
Questioning skills
Eye contact, Postures & Gestures

11. Noise
Inappropriate medium
Assumptions/Misconceptions
Emotions
Language differences
Cultural differences
Poor listening skills
Use of jargon
Distractions

12. Hearing – Physical process,
natural, passive
Listening – Physical as well
as mental process, active,
learned process, a skill
Listening is hard.
You must choose to participate in the process of listening.

13.  Listen first and acknowledge what you hear , even
if you don’t agree with it, before expressing your
experience or point of view.
 Listening responsively is always worthwhile
as a way of letting people know that you care
about them.
Listen first

14. • Jumping to conclusions- Subjective/ Objective
• Hearing what we want to hear
• Formulating and rehearsing the response
• Being inattentive Having a closed mind
• Feeling anxious or self-conscious
• Subjective biases based on ignorance or prejudice
• Linguistic/ Cultural issues

15. Listening to others helps others
to listen.
Attorneys listen to tear down the other side’s argument.
We spend more time to arrange agreement.
The person you defeat today will probably be the person whose
cooperation we need tomorrow.

16. Type of Question Use
Open Questions For more information
Closed Questions For specific information
Probing Questions For added detail
Echo Questions To get the other back on track
Leading Questions To get the other to think/reflect

17. Open Questions:
– Revealing, personal, Descriptive, Wh- Type
• What may be the impact of this action?
• What are your concerns about this new program?
Closed Questions:
– Specific, Objective, Verbal Type
• Do you have health insurance?
• Are you interested in that?

18. Non – verbal
Communication

19. An old Yiddish proverb says, "The eyes are the mirror of the
soul“
 tells others you are confident
 helps others consider what you say is important
 signals intellect and honesty
Alarming !!
liars tend to not keep eye contact

20. The way we carry ourselves, the gestures
we use and our facial expressions all
communicate much more than we
realize.

21.  Gesture: Brisk, erect walk
Meaning: Confidence
 Gesture: Standing with hands
on hips
Meaning: Readiness,
aggression
 Gesture: Sitting with legs
crossed, foot kicking slightly
Meaning: Boredom
 Gesture: Sitting, legs apart
Meaning: Open, relaxed
 Gesture: Arms crossed on chest
Meaning: Defensiveness

22.  Gesture: Walking with hands in
pockets, shoulders hunched
Meaning: Dejection
 Gesture: Hand to cheek
Meaning: Evaluation, thinking
 Gesture: Touching, slightly rubbing
nose
Meaning: Rejection, doubt, lying
 Gesture: Rubbing the eye
Meaning: Doubt, disbelief
 Gesture: Hands clasped behind back
Meaning: Anger, frustration,
apprehension

23.  Gesture: Locked ankles
Meaning: Apprehension
 Gesture: Head resting in hand, eyes
downcast
Meaning: Boredom
 Gesture: Rubbing hands
Meaning: Anticipation
 Gesture: Sitting with hands clasped
behind head, legs crossed
Meaning: Confidence, superiority
 Gesture: Open palm
Meaning: Sincerity, openness,
innocence

24.  Gesture: Pinching bridge of nose,
eyes closed
Meaning: Negative evaluation
 Gesture: Tapping or drumming
fingers
Meaning: Impatience
 Gesture: Steepling fingers
Meaning: Authoritative
 Gesture: Patting/fondling hair
Meaning: Lack of self-confidence;
insecurity
 Gesture: Quickly tilted head
Meaning: Interest

25.  Gesture: Stroking chin
Meaning: Trying to make a
decision
 Gesture: Looking down, face
turned away
Meaning: Disbelief
 Gesture: Biting nails
Meaning: Insecurity, nervousness
 Gesture: Pulling or tugging at ear
Meaning: Indecision
 Gesture: Prolonged tilted head
Meaning: Boredom

26. “Developing excellent communication skills is absolutely
essential to effective leadership. The leader must be able to
share knowledge and ideas to transmit a sense of urgency
and enthusiasm to others. If a leader can't get a message
across clearly and motivate others to act on it, then having a
message doesn't even matter."
-Gilbert Amelio
President and CEO of National Semiconductor Corp.