business communication.ppt
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COMMUNICATION
Tuğçe AYDIN
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COMMUNICATIONCommunication is the
process of sending andreceiving messagesbetween parties
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Basic Model Of Communication
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THE NATURE OFCOMMUNICATION
1-Senders and Receivers
2-Transmitters and Receptor 3-Messages and Channels
4-Decoding, Meaning, and Encoding
5-Feedback
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Senders & ReceiversEach have goals and objectives
The sender may want to change thereceiver‟s mind
The receiver may not want to have hismind changed
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Transmitters and Receptors is the equipment by which
information is sent
Information can be sent
verbally and nonverbally
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Messages and Channels are the vehicles by which information
is communicated.
direct expressions
symbolic representations
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Decoding, Meaning, and Encoding
Decoding is the process of translating messagesfrom their symbolic form into interpretations
that can be understood.Meanings are the facts, ideas, feelings,reactions, or thoughts that exist whitinindividuals, and act as a set of “filters” through
which the decoded messages are interpreted.Encoding is the process by which messages areput into symbolic form
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Feedback
is the process by which the receiver“reacts” to the sender‟s message
It is necessary to let the sender knowthat the message was
(a) actually received,
(b) encoded,(c) ascribed with the same meaning that the
sender intended
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BASIC PRINCIPLES OFCOMMUNICATION
It is impossible to avoidcommunicating
Communication is largely nonverbal
Context affects communicationMeanings are in people, not in words
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BASIC PRINCIPLES OFCOMMUNICATION (cont‟d)
Communication is irreversibleNoise affects communication
Communication is circular
Creating common goal is essentialCommunication has effects
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VERBAL AND NONVERBAL
MESSAGESBasic ways in which people send
and receive messages
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Verbal Messages Messages sent verbally are messsages
expressed in words
The science of semantics
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Nonverbal Messages About 65 percent of the meanings peopleget from a communication
VoicePhysical MovementsSpace
“your lips tell me „no,no‟ but there is „yes,yes‟ in your eyes”
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ADAPTING MESSSAGES TOPURPOSE AND AUDIENCE
increase the probabilty that
communication will be successfulLanguage
Format
Style
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Language
Appropriate language is the languagethat has been adapted to the
receiver while retaining a naturalnesswith respect to the sender
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Format
Depends on the
receiver (audience)and on thepurpose.
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Style
Formal/informal,
Simple/complex,
Natural/flamboyant
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JOHARI WINDOW
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ArenaAdjectives selected by both theparticipant and his or her peers
Represents traits of theparticipant of which both they and
their peers are aware.
“I know my name, and so do you.”
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Façade
Adjectives selected only by theparticipant, but not by any of their
peersRepresents information about the
participant of which their peers
are unaware
“I have not told you, what one of my
favorite ice cream flavors is.”
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Blind Spot
Adjectives that are not selected bythe participant but only by theirpeers
“we could be eating at a restaurant,and I may have unknowingly gotten
some food on my face. This information is in my blind quadrant
because you can see it, but I
cannot.”
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Unknown
Adjectives which were not selectedby either the participant or theirpeers
“I may disclose a dream that I had,and as we both attempt to
understand its significance, a new awareness may emerge, known to
neither of us before the
conversation took place.”
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ableaccepting
adaptableboldbravecalmcaringcheerfulclevercomplexconfident
dependabledignified
energeticextrovertedfriendlygivinghappyhelpfulidealisticindependentingenious
intelligentintroverted
kindknowledgeablelogicalloving
maturemodestnervousobservantorganized
patientpowerful
proudquietreflectiverelaxedreligiousresponsivesearchingself-assertiveself-conscious
sensible
sentimentalshysillyspontaneousympathetitensetrustworthwarmwisewitty
55 adjectives used to describe
the participant
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BARRIERS FOR EFFECTIVECOMMUNICATION
Ayşe Bilge ÇAKIR
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Tangible DifferencesGender
Age
RaceNational or CulturalOrigin
Socioeconomic Class
Education Level
Urban or RuralResidence
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GENDERMajor influence on the way wecommunicate with others.
When men and women work together ina group, men tend to be more assertiveand self-confident.
Women are more likely than men toexpress their emotions, to reveal howthey feel about a situation.
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AGE
Young people and old people communicatein different ways.We do tend to judge a statement by
different standards if we know thespeaker‟s age.
A person‟s age or gender is notimportant in judging the truth or
wisdom of what that person says .
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Their maturity, their educationalbackgrounds, and the different eras inwhich they grew up make a Generation
Gap inevitable.
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Intangible Differences
PerceptionMotivationTunnel VisionEgo
DefensivenessNegativeEmotions
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PERCEPTIONOur physical limitations are ascreen through which we
perceive things that existin our environment.
Our perception is also limited
by psychological screensthat we have developed.
Choosing from among themany things within our
range of perception thosethat we will notice, andblock out the rest is called“ Selective Perception ”
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Mother: Will you straighten up yourroom?Teenager: Why? What‟s messy?
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Selective Perception Allows us not only to block out things
that are there, but also to see morethings than are there.
Leads us to make our own reality!
Most clearly seen in the humantendency to stereotype others.
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MOTIVATION
A Motive is a Reason For Action!
The most strongest motivationsare those that are most personal.We are motivated by money,
fame, power, love, status, security,skill, ambition...etcIt can be both positive or
negative.
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TUNNEL VISION
A closed way of thinking, especiallyabout abstract topics, such as
religion and politics.
The person with tunnel vision is one whohas firmly fixed ideas
The opposite side is open-mindedness Person with tunnel vision has attitude
seems to say; “I‟ve already made up mymind, Don‟t confuse me with the facts!!!”
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EGO DEFENSIVENESSA response pattern in which a personwho follows this pattern sees a
disagreement as a personalattact .
A self-centered
communication
More than just being selfish
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NEGATIVE EMOTIONSAlmost always obstacles to goodcommunication!
Especially true if the emotion is
uncontrolled, unfocused, or
misdirected.
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DISTORTION BARRIERS
1. Distractions
2.
Semantic Problems3. Absence Of Feedback
4. Climate
5. Status And Power Differences
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Distractions
It occurs where people
are constantly coming
in and leaving for one
reason or another, and
experinced the
frustration that is
created by this
distracting traffic flow.
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Semantic Problems
Distortion in communication comesfrom semantics- the use of words
or expressions which have adifferent meaning for the senderor receiver.
Created when communicators usetechnical jargon- usage common to
a particular field or specialization.
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Status And Power
DifferencesDifferences incommunications arelikely to parallel the
differences in power.
Imbalance orasymmetry
in negotiating powerleads the high powerparty to performsignificantly better thanthe low ower art .
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GUIDELINES FOR EFFECTIVE
COMMUNICATION Be Exact
Use the word “is” carefully
Avoid Overgeneralization
Be sensitive to connotative
meaning Do not to overuse you or your
Count from 1 to 10
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GUIDELINES FOR EFFECTIVE
COMMUNICATIONRecognize that you don‟t know all the
answers to all questions
Always remember that what othersmay not mean the way we think theymean it
Focus on common interests ratherthan differences
Think positive
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IMPROVING COMMUNICATIONEFFECTIVENESS IN
NEGOTIATION QUESTIONING
For clarifying
communications, andeliminating noise and
distortion .
ACTIVE
LISTENING / REFLECTING
ROLE REVERSAL Understand the other‟s
position by actively
arguing his position to
his satisfaction.
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Ayşen ERKILIÇ
BUSINESS
COMMUNICATION
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What is“Business Communication”?
sending andreceiving of
messages in anorganization
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Intentional
Unintentional
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Characteristics of BusinessCommunication
Complex, Competitive, Group oriented,
Task oriented, Data based .
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Carter and Huzan(1981), studied the nature of a business
TelephonePeople-to-people communication
Typing
People-to-paper communicationCopying
Paper-to-paper transfer
Storing Paper-to-file transferInformation retrieval
Files-to-people transfer
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Employees ResponsibilityThey should serve as;
Interpreter
Humanizer Promoter
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Communication SkillsListening
Writing
Interviewing
Group discussion
Interpersonal communication
Public speaking
Nonverbal communicationProblem solving
Telephone communication
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Communication Ethics
Communication ethics is
the consideration ofthe rightness ofwrongness of a givencommunication act.
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CEO
Vice-President,Auxiliary
Services
Vice-President,Research and
Development
Vice-President,Manufacturing
Engineering
Vice-President,Sales
Marketing
Vice-President,ServicesTechnical
Assistance
Maintenance
Supplies
Productiondevelopment
Productrefinement
Personalcomputers
XT computers
AT Computers
CRX 1000PC
CRX 2000XT
CRX 3000AT
Individualcustomers
Businessapplications
Communication Networks
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Line networks normally involvesuperior-subordinate relationships.
Staff relationships between themembers of an organization are most
often advisory in nature.
Communication Networks
(cont‟d)
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Formal Networks Formal networks are legitimate and
often indicated by an organizationchart that displays who answers to
whom. Formal networks indicate a unity of
command. Formal communication networks
contain more of the written,predictable, and routinecommunications
CEO
Vice-President,AuxiliaryServices
Vice-President,Research andDevelopment
Vice-President,ManufacturingEngineering
Vice-President,Sales
Marketing
Vice-President,ServicesTechnicalAssistance
Maintenance
Supplies
Productiondevelopment
Productrefinement
Personalcomputers
XT computers
AT Computers
CRX 1000PC
CRX 2000XT
CRX 3000AT
Individualcustomers
Businessapplications
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Informal Networks Informal networks are unofficial
channels through which information
passes in an organization. Informal networks are faster,
richer, and often more accurate, and
communication is more likely to beface-to-face.
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Span Of ControlThe smaller the span of
control, the morecommunication access
each employee will have
to the supervisor.
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Grapevines
Conrad (1990);
“Because using formal communication
networks takes so much time and effort,people may have choose to notcommunicate at all if they have no formalchannels available.
Even „ gossip ‟ and „rumors ‟ usually provideaccurate information”. Such networks arecalled grapevines.
Information Flow in
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CEO
DivisionManager
Department Head
Department Head Department Head Department Head Department Head Department Head Department Head Department Head Department Head
DivisionManager
DivisionManager
(a)
CEO
Manager
Manager
Manager
Manager
Manager
Manager
Manager
Manager
Manager
Manager
Manager
(b)
(a) Tall Organization structure
(b) Flat Organization structure
f m FBusiness Organizations
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Information Flow in Business
Organizations Downward communication occurs when a
manager or supervisor sends a message toone or more subordinates.
Upward communication occurs whenmessages flow from subordinates tomanagers or from supervisors toexecutives.
Horizontal communication occurs betweenpeople at the same level, or betweenpeople at corresponding levels in differentdivisions.
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Information Flow in Business
OrganizationsOrganizational theorists Tannenbaum
and Schmidt, displays the range of
communication styles The more you control, the less you
involve;
The more you involve, the less you control.
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Instruc t ing, explaining.
Do not need your
audience’s
opin ions.
persuading
You want yo ur audience to do som eth ing
dif ferent
Conferr ing, you want to
learn from them yet
the contro l the
interact ion
somewhat
Col laborat ing,you and you r audience are
wo rking together to
come up wi th the
content