march16 17 business communication

8/14/2019 March16 17 Business Communication

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Business Communication

Kartik Vyas

Potentials UnlimitedMumbai

India


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1. Context What factors are relevant to this situation.

2. ObjectiveWhat do I want to accomplish in this situation.

3. ApproachWhich is the Better way of doing it.

4. TechniqueWhat specific methods should I use to solve it.


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Dimensions of

CommunicationVerbal

Non verbal Body Language

+Tone

Listening

Asking QuestionsFeedback asking and giving

Assertive Communication


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Communication :

Leadership responsibilityof creating

Understandingand

Trust


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ListeningListening FeedbackFeedback

SemanticsSemantics Tune to receiverTune to receiver

Lack of Planning:Lack of Planning: Who, When, Where,Who, When, Where,

Objectives,OptionsObjectives,Options What,Why, HowWhat,Why, How

Failure to see NeedFailure to see Need AwarenessAwareness

AssumptionAssumption FactsFacts

Self-InterestSelf-Interest EmpathyEmpathy


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EmotionalIntelligenceThe Competencies

Daniel Goleman


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The CompetenceFrameworkPersonal competence

These competencies determine how wemanage ourselves.

Self awareness

Self-Regulation

Self Motivation

Social Competence

These competencies determine how wehandle relationships.

Social Awareness andEmpathy


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Self-Awareness

Knowing ones internal states,preferences, resources and intuitions

Emotional Awareness

Accurate Self-assessment

Self-Confidence


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Self RegulationManaging one's internal states,

impulses, and resources

Self-control

Trustworthiness

Conscientiousness

Innovation

Adaptability


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Self MotivationEmotional tendencies that guide or facilitate

reaching goals

Achievement drive

Commitment

Initiative

Optimism


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Social Awareness &Empathy

Awareness of other's feelings, needs

and concerns

Understanding Others

Developing others

Service orientation

Leveraging diversity

Political awareness


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Social SkillsCommunication

Conflict Management

Change Catalyst

Building Bonds

Collaboration and Cooperation

Team Capabilities

Influence

Leadership


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1. The process of using our1. The process of using our

Eyes,Eyes,Ears andEars and

MindMind

toto

UnderstandUnderstand

Meanings andMeanings and

Feelings.Feelings.


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Nonverbal Dos and Donts for

the Listener

1. Pay attention/Concentrate

2. Maintain Eye contact

3. Show Interest by Appropriate gestures

- Nodding, Smiling

4. Encourage the speaker by words/sounds-

- I see, yes, really, go on, Hmmm, Correct,Is it?

5. Dont Interrupt


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1. Mirror content-Repeating important words, phrases or sentences

used by the speaker.

2. Rephrase/Paraphrase/Summarise the content-Putting speakers meaning into your own words.

3. Reflect feeling-

Paying attention to speakers feeling not just words

and conveying the same to the speaker.

4. Rephrase the content and Reflect the feeling-Includes both 2nd and 3rd sta es.


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Nonverbal Dos and Donts for

the Listener

1. Pay attention/Concentrate

2. Maintain Eye contact

3. Show Interest by Appropriate gestures

- Nodding, Smiling

4. Encourage the speaker by words/sounds-

- I see, yes, really, go on, Hmmm, Correct,Is it?

5. Dont Interrupt


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Feedback

1. Make it Specific not vague

2. Focus on behaviour not personality

3. Keep it positively worded not negatively

4. Use words like more, less, better not

good, bad

5. Convey what you have observed not

passing judgement


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Empathic Listening

Shows Responses that Indicate

Understanding

Empathic Listening

Shows Responses that Indicate

Understanding

I hear what you are feeling

I understand what you are seeing

I am interested and concerned

I have no desire to change you

You can feel free in my presence

I dont judge or evaluate you

march16 17 business communication

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