Bc & Negotiation Skills

Business Communication and Negotiation Skills

Course Plan Process of communication Process Communication in the work place Principles and process of communication Barriers to communication Perception and communication Non-verbal communication Listening and Reading skills Effective oral communication and public speaking Negotiation skills

Course Plan (Contd) Writing for effect Written communication in business Business correspondence Report writing Group discussion and meetings Effective presentations, interviewing and public speaking techniques

Communication ? ‘It is the transfer of information from one person to another, irrespective of whether or not it elicits confidence’ Or ‘It is the process of meaningful interaction between human beings. More specifically, it is the process by which meanings are perceived and understandings are reached among human beings’ 1-4

“Writing is thinking on paper. Anyone who thinks clearly should be able to write clearly about any subject at all.” --William Zinsser, Author On Writing Well

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The Objective and Plan The objective is to improve communication skills Topics will be discussed and analysed with situational examples Successful communication is the purpose of communicating Some writers try to entertain Business Communication should seek only to communicate The stress will be on Ethical Communication 1-6

ABC of Good Communication A – Accuracy, Appropriateness, Attentiveness to your audience, and avoidance of ambiguity.

B – Brevity or conciseness, brightness and buoyancy.

C – Correctness (of usage of words and

grammar), clarity, consistency and coherent. 1-7

Vocabulary ‘Happy’ Exuberant Elated Delighted Cheerful Blithe Buoyant Rapturous Ecstatic Jaunty 1-8

Sprightly

Simplicity “ I am not so inebriated as to be incapable of unassisted perambulation” “I am not so drunk that I cannot walk without your help” “He is a sophisticated rhetorician, inebriated with the exuberance of his own verbosity” “He is a verbose speaker”

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Punctuation The teacher said, the parent is a fool. The teacher, said the parent is a fool. He went out to face the lion after taking farewell of his wife wearing his hunting dress I leaned back in my chair contentedly, watching the baby playing and puffing away at my cigar. 1-10

Ambiguity “we offer iced lemonade and tea to drink and chocolate éclairs and biscuits to eat.” - Are the biscuits all chocolate biscuits ? - Is the tea also iced ? “ We offer tea and iced lemonade to drink, and biscuits and chocolate éclairs.”

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Style ‘ A good style should show no sign of effort. What is written should seem a happy accident’ Sommerset Maughm -

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Brightness and Buoyancy ‘ He has occasional flashes of silence that make his conversation perfectly delightful’ Sydney Smith -

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Characteristics  It is inevitable  Meaning based  Could be intentional or unintentional  Systematic  A two way traffic  A social process  A dynamic process  Continuous process  Involves interaction and transaction  It is a process 1-14

Characteristics (Contd)  A spiraling process  It is contextual

 Needs proper understanding  Leads achievement of organizational objective  Dispels misunderstanding  It is all pervasive  It is life blood of business

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Essence ‘Communication is the most used skill in almost every job. How you communicate your accomplishments to others is reflection of the quality of your work. Sure you must know how to do your tasks to accomplish great results but that is only a portion of professional success. Good communication skills are required to report your success to others, persuade colleagues to take action, and (most important at review time) sell your success to the management’ Don Zatyko 1-16

Overview The importance of communication  

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Business needs good communication Communication ability improves chances of success Communication vital to every part of business

Three forms of communication in business 

Internal-Operational Orders, assembling reports, writing e-mails etc.

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External-Operational Work related communication with external environment

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Personal communication Non-business related exchanges of information and feelings / views among people

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Overview (Contd) Importance of communication  

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Business needs good communication By improving your communication ability you improve your chances of success Communication is vital to every part of business

Three forms of communication in business 

Internal-Operational Giving orders, assembling reports, writing e-mails etc.

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External-Operational Work related communication with people outside the business

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Personal communication Non-business related exchanges of information and feelings among people

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Overview (contd) Formal and informal networks  

Formal Network –arteries in body Informal Network – veins in the body. A secondary network, complex and continually changing.

The process of communication    

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Begins with a message Enters the sensory world of the receiver Senses detect it and filter the message Receiver forms the meaning and sends the response

Overview (Contd) Basic truths about communication   

Meanings sent are not always received Meanings are in the mind – not in symbols Symbols of communication are Imperfect

The communication process shows the need for adaptation 

1-20

Adaptation is an underlying principle in our study of communication

Importance of Communication Skills as Expressed by Business Authorities “Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders.” --Business Section New York Times “There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication.” --Max De Pree, Author The Art of Leadership 1-21

Evidence of Communication Weakness in Business (Contd) “I’m surprised how so many people struggle with communication.” --Michael Rook, Production Manager Hewlett Packard, San Diego, CA

“The first thing the Human Resources Department did was to give me a writing book.” --Sam Reeves, IT Consultant AMS, Denver, CO 1-22

Communication Networks Formal Network 

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well-established, usually along operational lines planned

Informal Network  

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complex dynamic

The Formal and Informal Communication Networks in a Division of a Small Manufacturing Company Department Manager

Supervisor

Supervisor

Solid Lines = Formal Network Dashed Lines = Informal Network (at a moment in time, for they change often)

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Factors Affecting Volume of Communication in Business

 Nature of the business  Operating plan  People

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--medium--

A Model of the Communication Process

Sender

Receiver

How Oral and Written Communication Differ Written communication Is more likely to involve creative effort, Has longer cycles, Usually has fewer cycles.

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Adaptation

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Some Basic Truths about Communication

 Meanings sent are not always received.  Meaning is in the mind.  The symbols of communication are imperfect.  Communication across cultures is always difficult

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? Thanks 1-30

Process of Communication  Meaning and definition of business communication  Scope of communication  Formal and informal communication in the business organization  Nature of communication

Objective and Plan The objective is to improve communication skills Topics will be discussed and analysed with situational examples Successful communication is the purpose of communicating Some writers try to entertain Business Communication should seek only to communicate The stress will be on Ethical Communication 1-32