2. Agenda
•
• Communication Quotes
• Introduction of Communication
• Importance of Communication
• Develop Effective Business Communication Skills
• Good Communication allows a firm
• Communication Media
• Communication Technology Advances
• Communication Skills for Managers as Sender & Receiver
• Communication with external audience
3. Introduction
The process by which
meanings are
exchanged b/w
people through the
use of common set of
symbols.
4. Meaning of
Communication
• Communication may be defined as the process by which
information is exchanged between individuals.
• The process includes the use of written messages, spoken
words and gestures.
5. Communication Quotes
• words should be used as tools of communication and not as a
substitute for action
• For effective business communication is 20% what you know and
80% how you feel about what you know
• Skills in the art of communication is crucial to a leader's success.
He can accomplish nothing unless he can communicate
effectively.
6. Importance of Communication
• The interchange of thoughts, opinions, ideas or information by
speech, writing and gestures.
• Communication is important because it is about how information is
sent and received within firms
• The way information is communicated is often governed by how
firms are structured
• CVs, Resumes
• Email, Web site, FAQs
• Letters, Newsletters, Brochures, Articles, Catalogs
• Advertisements, Notice Board, Pamphlets, Signs, Press Release
• Presentations, multimedia, talks
• Reports, Manuals, Proposals, Books
7. Develop Effective Business Communication Skills
• Speaking
• Listening 17%
• Observing
• Writing
• Quality voice 34%
• Body language
• Correct mode of communication
• Dress code 49%
• Inculcate Corporate Vocabulary
8. Good Communication allows a firm to
Learn new skills and technologies.
Become more responsive to customers.
Improve Quality of their product or service.
Foster innovation
Quicker problem solving
Stronger decision making
Increased productivity
Steadier work flow
Stronger business relationships
Clearer promotional materials
Enhanced professional image
Improved stakeholder response
Customer Loyalty/ delightedness
9. Communication Media
Face-to-Face: highest information richness.
• Can take advantage of verbal and nonverbal signals.
• Provides for instant feedback.
– Management by wandering around takes advantage of this with informal talks to
workers.
• Video Conferences: provide much of this richness.
– Reduce travel costs and meeting times.
Verbal Communication electronically transmitted: has next highest richness.
• Phone conversations, but no visual nonverbal cues.
– Do have tone of voice, sender’s emphasis and quick feedback.
10. Communication Technological Advances
Internet: global system of computer networks
– Many firms use it to communicate with suppliers.
World Wide Web (WWW): provides multimedia access to
the Internet.
Intranets: use the same information concepts as the
Internet, but keep the network inside the firm.
Groupware: software designed to let workers share
information and improve communication.
– Best for team oriented support.
11. Communication Skills for Managers as Senders
Send clear and complete messages.
Encode messages in symbols the receiver understands.
Select a medium appropriate for the message AND monitored by the receiver.
Avoid filtering (holding back information) and distortion as the message passes
through other workers.
Ensure a feedback mechanism is included in the message.
Provide accurate information to avoid rumors
Communication Skills for Managers as Receivers
• Pay Attention to what is sent as a message.
• Be a good listener: don’t interrupt.
– Ask questions to clarify your understanding.
• Be empathetic: try to understand what the sender feels.
• Understand linguistic styles: different people speak differently.
– Speed, tone, pausing all impact communication.
– This is particularly true across cultures.
– Managers should expect and plan for this.
12. Communication with External Audiences
General public,
potential employees, Subsidiaries Unions Employment
customers, stockholders agencies
Special
Professional services
interest group
(auditions,legal,etc)
Customers
Suppliers,
clients
vendors
The
Trade association, Corporation Distributors,
Competitors, Wholesalers,
other businesses, Franchisees,
and industries Retailers, agents
Legislators,
The Stock holders Foreign Government
media Investors Governments The courts agencies, regulation
and lenders and offices Offices
Human Beings Create theSymbols of Communication, andThen They Cannot Understand theSymbols They Create.”everything is starting with communication. Life itself is all about communication. There would be no good or bad decisions, cooperation's, improvements, and probably, you wouldn’t exist without any communication presence.
