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Business communication skills

Subramanian R
Subramanian R

This document discusses various aspects of communication including types, importance, barriers and effective communication techniques. It provides the following key points: 1. Communication is the exchange of information between a sender and receiver to convey a message as intended. There are various types including formal/informal and vertical/horizontal/diagonal flows. 2. Effective communication requires removing barriers, choosing the right medium, planning messages clearly and providing feedback. Listening is also an important skill. 3. Written communication requires brevity, simplicity, facts and structure while considering the audience. The writing should then be edited to ensure clarity and understanding.

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Business communication skills
Food for thought When I have talked in anger, And my cheeks were flaming red, I have always uttered something, Which I wish I had not said.
What we aim to learn To understand and appreciate the process of communication as an important constituent of the professional effectiveness To understand oneself and improve interpersonal skills Exposure to communication concepts Diagnose and circumvent barriers to communication To gain confidence and honing presentation skills
Business communication skills
Communication is a series of experience of Hearing Smell Seeing TouchTaste
What is Communication Communication is an exchange of information from the sender to the receiver with the message being understood as intended by the sender Idea Decode Idea Listens Reads Observes Speaks Writes Acts Draws Words Actions Pictures Numbers Encode Symbols The receiver Sender
Importance Of Communication Organizational / Functional: greater information access and awareness Improves coordination: reduces logical gaps Encourages cooperation: helps bring everyone in the mainstream Gives a direction: to tasks and activities Morale and empowerment
Decision making aid Speeds up the organizational processes Better focus on customer requirements Generates a greater sense of organizational commitment and involvement A problem solving tool: by clarity, preciseness and feedback .. Importance Of Communication
Types of Communication On the basis of organization relationship Formal Informal On the basis of Flow Vertical Crosswise/Diagonal Horizontal On the basis of Expression Oral Written Gesture
Barriers to Communication A barrier reduces or changes the quality of the message being transmitted Semantic Barriers Emotional Or Psychological Barriers Organizational Barriers Barriers in Superiors
Semantic Barriers Symbols with different meaning Badly expressed message Faulty translation Unclarified assumption Specialists language
Emotional Or Psychological Barriers Premature evolution Inattention Loss of transmission & poor retention Undue reliance on the written word Distrust of communication Failure to communicate
Organization Barriers Organizational policy Organization rules & regulation Status relation Complexity in organization
Personal Barriers Barriers in Superior Attitude of Superior Fear of challenge of authority Lack of time Lack of awareness Barriers in Subordinates Unwillingness to communicate Lack of proper incentive
How to overcome the barriers For the sender Be clear about the message to be sent Be precise and to the point Do not be verbose Use a language understandable to the receiver Write the message if required Request a feedback to ensure receipt of message For the receiver Be attentive Concentrate on the message Ask for clarifications wherever required Listen objectively Listen for body language Make notes if required
Flow of communication At the workplace * Upward From employee to superior * Downward From superiors to the employee * Lateral From one employee to another
Medium of Communication Memos E-mails Notices Company circulars In-house magazines Oral instructions
EFFECTIVE COMMUNICATION 1. Plan your communication maintain clarity of purpose why, maintain clarity of idea, what. 2. Choose the medium language style semantics
. Effective Communication 3. Remove barriers . build gateways DOs DONTs seek first to understand Remove all prejudices and then to be understood Overcome any distractions empathize with other people Reduce length of values, beliefs, needs & sentiments communication channel use a common language clarify ideas before communicating
.. Effective Communication 4. Active Listening Listen with an open mind Make an effort to understand Empathize ..reflect understanding Be aware of what is said and what is not said Dont jump to conclusionsdraw conclusions 5. Feedback Check for accurate receipt of message Check action/outcome in relation with the intent of the message. Improve/alter message, if required.
Business communication skills
Listening : A lost art Why do we not listen? actions speak louder than words Seeing is easier than listening Visual medium is powerful We hear but dont listen look but dont see
The Art of Listening Listening : an important human skill indispensable for superiors gets you respect, love and fame shows that you care for and respect others not listening could be psychologically upsetting for the other person you cant fake listening the higher you go, the more you have to listen it is a rare skill
What it takes to be a good listener Ability to concentrate genuine desire to understand the other persons point of view Sensitivity to needs, emotions and body language Humility: You might have a point of view and I respect you A belief that other people are important and worth listening to.
How to be a good listener Know your power as a listener Ask questions Reflect feelings Let your body give reassuring messages Know your prejudices Avoid making snap judgments Avoid anger
The Art of Listening Poor Listeners The fidget : Why are you telling me ? The aggressive listener : tries too hard and as a result scares people. The pseudo - intellectual : hears only ideas and not the emotions behind them The passive listener : :I agree with whatever you say The inaccurate listener :I cant concentrate
Business communication skills
Official Communication 1. Flow : vertical/horizontal/cross 2. Content : top-down are in the form of orders or directives bottom-up are in the form of feedback or complaints 3. Through a proper channel : Who is the end audience? Who should know first ? What should the network be ? 4. Information is power. One who has the authority to communicate is considered powerful.
Communication Ethics If intimation is power, and if we have information, then we must respect and handle our communication with restraint. Key Points: maintain confidentiality - confidential information is trust reposed Confidential information is trust betrayed certain information is `need to know - the job demands it, certain information is `desire to know - it may help in my job, and certain information is `desirable to know, it may increase my power, fame and status. Gossiping or bitching - is like `stabbing in the back
. Communication Ethics Ownership of information - Permission of the owner is a must before using it. Knowledge of information vs. use of information - having information does not mean you can use it. Communication must flow through a proper channel - cutting across a channels causes heartburns, hurt and misunderstandings Timing and place - be careful and sensitive to it.
Written Communication Written communication as compared to oral communication is at a disadvantage because of the absence of non-verbal gestures, voice variation and physical expressions. This as a result increases the importance of clarity and accuracy of the content of our written message. To have effective written communication, certain steps and guidelines may help.
Plan Keep it short and simple Write it Edit your writing The steps (Your communication) (Brevity and precision) (Commit it on paper) (Check for corrections)
Steps Step 1. Plan Like nearly any activity, written communication too requires a plan and a structure. Certain thins must be clearly ascertained, like, Sender : From whom is the communication starting ? Receiver : Who is the end receiver/audience of the written communication? Purpose : Why are we making the communication ? What is the expected outcome I.e What do expect the receiver to do ? These questions when answered and related will help us understand and design the path, requirements and the construction of the message.
Step 2. Keep it Short & Simple (K.I.S.S.) The Structure of the content of the message must be, Brief: Brevity and simplicity avoids any confusion in understanding the message. Specific : Only the issue or matter in question must be addressed. Other unrelated matters must not be included as it might decrease the significance of the main topic. Sequence:The flow of or written communication must follow a logical and stepwise format.
Step 2. Keep it Short & Simple (K.I.S.S.) The Structure of the content of the message must be, Short Sentences : They facilitate easy and correct understanding of the message. Simple usable words : Everyday used words maintain the harmony and expression of our communication. Facts and Figures ; They help to give our communication objectivity. Relying on unclear, subjective assumptions and expectations blurs the message.
Meaning of the facts Supporting data and clarification of the facts would help in the clarity of our communication. Suit it to the audience One message may need different degrees of explanations. This depends on the context, frame of reference and understanding capability of the receiver in question. We must explain and elaborate our message depending on the receiver.
Call for action Our written communication should look for expected action to be taken based on it. Request feedback Our written communication must call for acknowledgment of receipt of information.Supporting the acknowledgment must be specific feedback on how the communication has been understood.
Step 3. Write It Once we have done the above, we could proceed to actually writing our communication on paper, bearing a few things in mind. Double spacing to improve readability,as used on this page. Use of paragraph to make the communication more logical and understandable. Neat, uniform handwriting, in case it is not typed or printed.
Step 4. Edit your writing Effective editing is another step towards good writing. The key points to remember during editing are, Edit your draft as brutally as if it was someone elses copy. Edit your draft from the readers point of view Be specially critical of the first few paragraphs
Step 4. Edit your writing (cont.) Look out for problems in any section you wrote when you were bored or tired. Carefully study the content of your draft details, flow, forgotten points, unrelated issues etc. Edit for brevity and clarity Read aloud for style and tone Edit again
Body Language Interpreting body language is vital in any communication process Observe the body movements and postures Match the other persons language
Managerial requirements for communication A. Managerial communication skills are used for: Work facilitation To inform, instruct and guide Interpreting employee non verbal communication Motivating subordinates Breaking employee barriers and mindsets Developing better interpersonal relations As a bridge between subordinates and superiors
Superior Manager Subordinate Peers B. What needs to be communicated Information/ Attitudes Data + Values Moods Emotions C. The communication linkages
Practice active listening, listen for facts and feelings, content and intent. Identify barriers to good listening - and knock them down. Guide conversations with "open" and "closed" questions. Defuse difficult situations; encourage participation; Build empathy and check understanding. Read and use body language effectively. Speak effectively and persuasively. Some final guidelines
Concepts, importance, barriers and ways to overcome them Types, medium, gateways to communication Effective Communication how to achieve Listening importance, effective listening Feedback importance, how to receive Organizational communication, memos Communication Ethics Written Communication steps Body Language - Types Summarizing
Business communication skills

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Business communication skills

  • 2. Food for thought When I have talked in anger, And my cheeks were flaming red, I have always uttered something, Which I wish I had not said.
  • 3. What we aim to learn To understand and appreciate the process of communication as an important constituent of the professional effectiveness To understand oneself and improve interpersonal skills Exposure to communication concepts Diagnose and circumvent barriers to communication To gain confidence and honing presentation skills
  • 5. Communication is a series of experience of Hearing Smell Seeing TouchTaste
  • 6. What is Communication Communication is an exchange of information from the sender to the receiver with the message being understood as intended by the sender Idea Decode Idea Listens Reads Observes Speaks Writes Acts Draws Words Actions Pictures Numbers Encode Symbols The receiver Sender
  • 7. Importance Of Communication Organizational / Functional: greater information access and awareness Improves coordination: reduces logical gaps Encourages cooperation: helps bring everyone in the mainstream Gives a direction: to tasks and activities Morale and empowerment
  • 8. Decision making aid Speeds up the organizational processes Better focus on customer requirements Generates a greater sense of organizational commitment and involvement A problem solving tool: by clarity, preciseness and feedback .. Importance Of Communication
  • 9. Types of Communication On the basis of organization relationship Formal Informal On the basis of Flow Vertical Crosswise/Diagonal Horizontal On the basis of Expression Oral Written Gesture
  • 10. Barriers to Communication A barrier reduces or changes the quality of the message being transmitted Semantic Barriers Emotional Or Psychological Barriers Organizational Barriers Barriers in Superiors
  • 11. Semantic Barriers Symbols with different meaning Badly expressed message Faulty translation Unclarified assumption Specialists language
  • 12. Emotional Or Psychological Barriers Premature evolution Inattention Loss of transmission & poor retention Undue reliance on the written word Distrust of communication Failure to communicate
  • 13. Organization Barriers Organizational policy Organization rules & regulation Status relation Complexity in organization
  • 14. Personal Barriers Barriers in Superior Attitude of Superior Fear of challenge of authority Lack of time Lack of awareness Barriers in Subordinates Unwillingness to communicate Lack of proper incentive
  • 15. How to overcome the barriers For the sender Be clear about the message to be sent Be precise and to the point Do not be verbose Use a language understandable to the receiver Write the message if required Request a feedback to ensure receipt of message For the receiver Be attentive Concentrate on the message Ask for clarifications wherever required Listen objectively Listen for body language Make notes if required
  • 16. Flow of communication At the workplace * Upward From employee to superior * Downward From superiors to the employee * Lateral From one employee to another
  • 17. Medium of Communication Memos E-mails Notices Company circulars In-house magazines Oral instructions
  • 18. EFFECTIVE COMMUNICATION 1. Plan your communication maintain clarity of purpose why, maintain clarity of idea, what. 2. Choose the medium language style semantics
  • 19. . Effective Communication 3. Remove barriers . build gateways DOs DONTs seek first to understand Remove all prejudices and then to be understood Overcome any distractions empathize with other people Reduce length of values, beliefs, needs & sentiments communication channel use a common language clarify ideas before communicating
  • 20. .. Effective Communication 4. Active Listening Listen with an open mind Make an effort to understand Empathize ..reflect understanding Be aware of what is said and what is not said Dont jump to conclusionsdraw conclusions 5. Feedback Check for accurate receipt of message Check action/outcome in relation with the intent of the message. Improve/alter message, if required.
  • 22. Listening : A lost art Why do we not listen? actions speak louder than words Seeing is easier than listening Visual medium is powerful We hear but dont listen look but dont see
  • 23. The Art of Listening Listening : an important human skill indispensable for superiors gets you respect, love and fame shows that you care for and respect others not listening could be psychologically upsetting for the other person you cant fake listening the higher you go, the more you have to listen it is a rare skill
  • 24. What it takes to be a good listener Ability to concentrate genuine desire to understand the other persons point of view Sensitivity to needs, emotions and body language Humility: You might have a point of view and I respect you A belief that other people are important and worth listening to.
  • 25. How to be a good listener Know your power as a listener Ask questions Reflect feelings Let your body give reassuring messages Know your prejudices Avoid making snap judgments Avoid anger
  • 26. The Art of Listening Poor Listeners The fidget : Why are you telling me ? The aggressive listener : tries too hard and as a result scares people. The pseudo - intellectual : hears only ideas and not the emotions behind them The passive listener : :I agree with whatever you say The inaccurate listener :I cant concentrate
  • 28. Official Communication 1. Flow : vertical/horizontal/cross 2. Content : top-down are in the form of orders or directives bottom-up are in the form of feedback or complaints 3. Through a proper channel : Who is the end audience? Who should know first ? What should the network be ? 4. Information is power. One who has the authority to communicate is considered powerful.
  • 29. Communication Ethics If intimation is power, and if we have information, then we must respect and handle our communication with restraint. Key Points: maintain confidentiality - confidential information is trust reposed Confidential information is trust betrayed certain information is `need to know - the job demands it, certain information is `desire to know - it may help in my job, and certain information is `desirable to know, it may increase my power, fame and status. Gossiping or bitching - is like `stabbing in the back
  • 30. . Communication Ethics Ownership of information - Permission of the owner is a must before using it. Knowledge of information vs. use of information - having information does not mean you can use it. Communication must flow through a proper channel - cutting across a channels causes heartburns, hurt and misunderstandings Timing and place - be careful and sensitive to it.
  • 31. Written Communication Written communication as compared to oral communication is at a disadvantage because of the absence of non-verbal gestures, voice variation and physical expressions. This as a result increases the importance of clarity and accuracy of the content of our written message. To have effective written communication, certain steps and guidelines may help.
  • 32. Plan Keep it short and simple Write it Edit your writing The steps (Your communication) (Brevity and precision) (Commit it on paper) (Check for corrections)
  • 33. Steps Step 1. Plan Like nearly any activity, written communication too requires a plan and a structure. Certain thins must be clearly ascertained, like, Sender : From whom is the communication starting ? Receiver : Who is the end receiver/audience of the written communication? Purpose : Why are we making the communication ? What is the expected outcome I.e What do expect the receiver to do ? These questions when answered and related will help us understand and design the path, requirements and the construction of the message.
  • 34. Step 2. Keep it Short & Simple (K.I.S.S.) The Structure of the content of the message must be, Brief: Brevity and simplicity avoids any confusion in understanding the message. Specific : Only the issue or matter in question must be addressed. Other unrelated matters must not be included as it might decrease the significance of the main topic. Sequence:The flow of or written communication must follow a logical and stepwise format.
  • 35. Step 2. Keep it Short & Simple (K.I.S.S.) The Structure of the content of the message must be, Short Sentences : They facilitate easy and correct understanding of the message. Simple usable words : Everyday used words maintain the harmony and expression of our communication. Facts and Figures ; They help to give our communication objectivity. Relying on unclear, subjective assumptions and expectations blurs the message.
  • 36. Meaning of the facts Supporting data and clarification of the facts would help in the clarity of our communication. Suit it to the audience One message may need different degrees of explanations. This depends on the context, frame of reference and understanding capability of the receiver in question. We must explain and elaborate our message depending on the receiver.
  • 37. Call for action Our written communication should look for expected action to be taken based on it. Request feedback Our written communication must call for acknowledgment of receipt of information.Supporting the acknowledgment must be specific feedback on how the communication has been understood.
  • 38. Step 3. Write It Once we have done the above, we could proceed to actually writing our communication on paper, bearing a few things in mind. Double spacing to improve readability,as used on this page. Use of paragraph to make the communication more logical and understandable. Neat, uniform handwriting, in case it is not typed or printed.
  • 39. Step 4. Edit your writing Effective editing is another step towards good writing. The key points to remember during editing are, Edit your draft as brutally as if it was someone elses copy. Edit your draft from the readers point of view Be specially critical of the first few paragraphs
  • 40. Step 4. Edit your writing (cont.) Look out for problems in any section you wrote when you were bored or tired. Carefully study the content of your draft details, flow, forgotten points, unrelated issues etc. Edit for brevity and clarity Read aloud for style and tone Edit again
  • 41. Body Language Interpreting body language is vital in any communication process Observe the body movements and postures Match the other persons language
  • 42. Managerial requirements for communication A. Managerial communication skills are used for: Work facilitation To inform, instruct and guide Interpreting employee non verbal communication Motivating subordinates Breaking employee barriers and mindsets Developing better interpersonal relations As a bridge between subordinates and superiors
  • 43. Superior Manager Subordinate Peers B. What needs to be communicated Information/ Attitudes Data + Values Moods Emotions C. The communication linkages
  • 44. Practice active listening, listen for facts and feelings, content and intent. Identify barriers to good listening - and knock them down. Guide conversations with "open" and "closed" questions. Defuse difficult situations; encourage participation; Build empathy and check understanding. Read and use body language effectively. Speak effectively and persuasively. Some final guidelines
  • 45. Concepts, importance, barriers and ways to overcome them Types, medium, gateways to communication Effective Communication how to achieve Listening importance, effective listening Feedback importance, how to receive Organizational communication, memos Communication Ethics Written Communication steps Body Language - Types Summarizing