Business Communication

Objective

• Explain the Communication Process

• Describe the Various Barriers of Effective Communication

• Explain the Steps of Monroe's Motivated Sequence

• Describe the Various Questioning Techniques

• Explain the Role of Active Listening for Effective Communication

• Explain the Role of Body Language for Effective Communication

• Describe the Method of Writing Effective Emails

• Explain AIDA: Attention-Interest-Desire-Action Tool

IntroductionCommunication is very important in all walks of life – at a personal level as well as at a professional level. Look at the conversation between a customer and a Manager to understand the relevance of good communication in a business transaction.

IntroductionVarun then speaks to his designer.

IntroductionNow, take a look at what the customer had originally wanted.However, when he described it, look at how the Manager understood it. Likewise, when the Manager described it to the designer, the designer understood it completely differently.

Introduction

Designer

Mr. Ram Shukla

CEOPhoenix Pvt. Ltd.

IntroductionLook at the three cards. They are all different from what the customer originally wanted.

Mr. Ram ShuklaCEOPhoenix Pvt. Ltd. Mr. Ram

ShuklaCEO

Phoenix Pvt. Ltd.

Mr. Ram ShuklaCEOPhoenix Pvt. Ltd.

Introduction

This happened due to improper communication between the three people involved

Such lack of proper communication in any walk of life including a business scenario can lead to great confusion and even losses in a business

Mr. Ram Shukla may not place the order after looking at the sample proof card, or if decides to try again, he still would have to wait for another week to get another sample proof card ready

In both cases, it is a loss to the business and a hassle to the customer

IntroductionSuch confusion could easily be avoided by proper communication and asking the right questions such as:

Which type of font do you want?

What should be the size of the card?

What is the width of the red band on the card?

What is the exact position of the company logo?

Let us look at how effective business communication can help everyone function more efficiently.

Importance of Communication

Communication is important because:

• It is about how information is sent and received within firms

• It is crucial for working successfully with others• It enables to maintain relationships• It allows to accomplish tasks while working with both

individuals and groups• It motivates • It helps to overcome obstacles• It creates a comfortable, trustful and psychologically

safe feeling

Communication ProcessSe

nsor

y D

ata

Filters

BeliefsValues

Question & MetaphorBehaviour

TypeState

Decision – Making

Meaning

Encoding

Sens

ory

Dat

a

Message

Channel

Sender

Filters

BeliefsValues

Question & MetaphorBehaviour

TypeState

Decision – Making

Meaning

Decoding

Receiver

Components of the Communication Process

Sender: The participant transmitting the message.

Receiver: The participant receiving the message.

1 2Participants:

Sender Receiver

Components of the Communication Process

The translation of a message that is of thoughts or ideas of the sender into words or symbols that the receiver will understand.

1

Encoding:

Sender ReceiverRed Rose is beautiful.

Encoding

Components of the Communication Process

The translation by the receiver of words or symbols or the encoded message into thoughts or ideas.

1

Decoding:

Sender ReceiverRed Rose is a

thing of beauty.

Encoding

Decoding

Red Rose is beautiful.

7Cs for Effective Business CommunicationGuidelines for Effective Business Communication

7

- Clarity

- Completeness

- Conciseness

- Consideration (The 'You' Attitude)

- Correctness (Accuracy)

- Concreteness6

- Courtesy

••

••

•

CVs, Resumes

Email, Web site, FAQs

Letters, Newsletters, Brochures, Articles, Catalogs

Advertisements, Notice Board, Pamphlets, Signs, Press Release

Presentations, Multimedia, Talks, Meetings

Communication at Workplace

• Reports, Manuals, Proposals, Books

This is a DEMO Course On – Business Communication.

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