cbc1501 - communication in business contexts · introduction to nonverbal communication “...

CBC1501 - COMMUNICATION IN BUSINESS CONTEXTS

Presented by:

• Ashiya Abdool Satar

&

• Melusi Mntungwa

Live broadcasts: tentative schedule

1) Module overview and assignment guidelines

Wednesday - 14 February 2018

(10h30 – 12h30)

2) Discussion of content – all chapters

Thursday -1 March 2018

(9h00 – 12h00) – this broadcast

3) Examination guidelines

Tentative date – 9 May 2018 (to be confirmed)

THE CBC1501 TEAM● Mrs Ashiya Abdool Satar

Module Coordinator

(012) 429 4203

satara@unisa.ac.za

• Mr. Melusi Mtungwa

Lecturer

(012) 429 3508

mntunml@unisa.ac.za

● All other enquiries: refer to Tutorial Letter 101

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CONTENTS OF THIS PRESENTATION

o Welcome

o Language aspects

o Communication aspects

o Your feedback

o Questions

MODULE OVERVIEW:

LANGUAGE SECTIONS

2: The reading process

3: English grammartoolkit

4: Format

5: The writing process

6: Persuasive writing

THE READING PROCESS

CHAPTER 2

Reading at word level and recognition of

words

• Recognise spelling of words

• Understanding the meanings of words within

the sentence

• Build a vocabulary

• Use a dictionary and a thesaurus

• Aim to avoid semantic barriers

• Read more to improve word recognition

Reading at word level and recognition of words

Homophones• Words that are pronounced the same/ sound the same but

have different meanings and spellings

Homophones

Homophones

Homophones

Connotation and implication

• Dictionary meanings are straightforward –

called denotation

• Connotation has implied meanings

• Words affect emotions, influence opinions,

and interactions

• Double meanings can be encountered

Connotation and implication

Connotation and implication

Sentence types

• Reading at sentence level

• Directive – an instruction/order/command

• Statement – declaration/states a point of view/

articulates a thought/opinion

• Question – begins with a questioning word to

elicit responses/make you think about a topic

• Exclamation – usually minor sentences –

many of them do not have a verb – used to

express emotion!

Linking words• Link one idea/sentence/paragraph to the next logically.

ENGLISH GRAMMAR TOOLKIT

CHAPTER 3

Words

• Recognise base words

• E.g. profit

(profits/profitable/profited/unprofitable)

• Plurals – know how to change a word to its

plural form

• Suffixes (airtime, ) and prefixes (unhappy,

antibody, non-profit

Words

Words

Words

• Possessive nouns (Helen’s, its, hers, his,

mine, theirs)

• Negative (contracted) - (cannot/can’t, will

not/won’t)

• Objective pronoun (your/their)

Passive and active voice

• I am reading a book (Subject is at the

beginning)

The book was read (subject is implied).

The society for readers awarded the girl the

Booker prize (who awarded the prize?)

The girl was awarded the Booker Prize

(implied subject)

FORMAT

CHAPTER 4

• Memo format

• Business letters (UK and US block format

• Report (long and abridged forms)

• SOPs

• References and appendices

THE WRITING PROCESS

CHAPTER 5

• Task analysis

• Target audience

• Key words: Advise/suggest, explain/clarify,

identify, examine/critically review/interpret,

summarise

• Collect ideas (research/brainstorm)

• Draw a paragraph plan (the main idea/topic

sentence in each paragraph)

Topic sentences

• Body

• Conclusion – summary

• Editing

• Final draft

PERSUASIVE WRITING

CHAPTER 6

• Thesis statement

• Avoid flaws in reasoning

• Substantiate viewpoints fairly and without bias

• Build an argument

• Appeal to reason

/ethos (reputation – be sincere/honest/credible)

/emotion

• Avoid ambiguity (double meaning) and illogical

statements (think of the context and purpose of your

writing over and above grammatical coherence)

MODULE OVERVIEW:

COMMUNICATION SECTIONS

1: Introduction tocommunication

7: Nonverbalcommunication andlistening

8: Interpersonal communication inthe workplace

9: Communication ingroups and teams

10: Oral presentations

INTRODUCTION

TO

COMMUNICATION

CHAPTER 1

Defining Communication

“Communication is the two-way transmission of information and

meaning from one person to another.”

● Nonlinear process

Involves three components:

● More than one person

● Purpose

● Medium

Interactive Communication Model

Why Business Communication??

Communication Model

Interactive Communication Model - (du Plessis, Dowling & Steinberg)

Organisational Communication

“Umbrella term for all communication processes that

occur in the context of an organisation”

● Intrapersonal Communication

● Dyadic Communication

● Small-group Communication

● Oral Presentations

● Public Communication

● Mass Communication

● Digital Communication

Organisational Communication Contexts

Internal Communication

● Communicate Work Policies

and Procedures

● Progress Reporting

● Product and Service

Development

● Communicate for Change

● Evaluate & Reward Team

External

Communication

● Advertise New Products

and Services

● Communicate with

Important Stakeholders

● Improve Company Image

Internal Organisational Communication Flow

Methods of Business Communication

Formal Channels

● Meetings

● Emails

● Fax

● Telephone

● Teleconferencing

● Video conferencing

● Newsletters

● Memorandums

Informal Channels

● Rumours

● Gossip

● Grapevine

● Informal work policies

Internal Organisational Communication

● Communication Climate in Organisation ○ Positive

○ Negative

● Virtual Teams and Networks ○ Digital Communication

○ E.g. MyUnisa Forums

● Ethical Communication○ Truthfulness

○ Sincerity

○ Honesty

○ Fairness

Personal Communication Skills

Strengthening your personal communication skills

● Listen well

● Keep it short and simple

● Be sensitive to nonverbal communication

● Reinforce your message

● Give and receive feedback

● Be aware of your audience or recipient

● Be sensitive to personal and cultural differences

● Limit or eliminate noise

NONVERBAL COMMUNICATION AND

LISTENING

CHAPTER 7

Introduction to Nonverbal Communication

“ Nonverbal communication describes all the intentional

and unintentional messages that communicate without

words, such as gestures, applause, sirens and flashing

lights”

Important aspects include:

● +70% of meaning is conveyed nonverbally

● Nonverbal communication occurs unintentionally

● We reveal a great deal of ourselves through actions

● Nonverbal signals are believed even when they

contradict the message.

Functions of Nonverbal Communication

Categories of Nonverbal

Communication

Nonverbal Communication in Written Texts

Examples:

● Business letter, Memorandum, Email, Report

Important aspects of Business Written

Texts

● Layout - the way which a document is organised

○ Well organised

○ Maximise meaning of messages● Typeface - font used when designing written texts

○ Used to signify message, importance

and urgency

Content of Business Written Texts

● Tone

● Clarity

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Nonverbal Communication in Written Texts

Features of Written Texts

● Layout

● Headings

● White Space

● Bullets

● Typeface

● Graphics

● Size of typeface

● Text features © www.freepik.com

Listening Effective listening is the process of analysing sounds, organising

them into recognisable pattern interpreting the patterns and

understanding the message by inferring the meaning.

Types of Listening

● Listening for content

● Critical Listening

● Empathic listening or Reflective listening

Barriers to Efficient Listening

● External Noise

● Internal Noise

● Cultural Barriers

INTERPERSONAL COMMUNICATION

IN THE WORKPLACE

CHAPTER 8

Interpersonal Communication

Interpersonal communication is important if you want to work

successfully in a team, to do this you will need to develop

interpersonal relationships with colleagues. This helps with

teamwork, problem solving etc.

Interpersonal relationship and communication are closely related

to a person’s Self-Image

Dimensions of Self-image:

● Physical

● Psychological

● Intellectual

● Skills

● Moral

● Sexual

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Interpersonal Competence Skills Self-disclosure - our willingness to share ideas, opinions, feelings and beliefs with others

● Open Communicators

● Blind Communicators

● Hidden Communicators

● Closed Communicators

Assertiveness - is the way in which people express themselves, depends on self -esteem

● Passive or Nonassertive Style

● Aggressive Style

● Assertive Style

Developing Assertive Behaviour - it’s the process of training yourself to become assertive,

improves your personal and professional effectiveness

Empathy - is the sharing of feelings from the other person’s point of view not expressing

your own feelings

Types of Interviews

Structure of Business Interview

COMMUNICATION IN GROUPS AND TEAMS

CHAPTER 9

Small Groups and Teams

Any group of three or more members who share a common goal are classified as a team

Characteristics of Teams

● Definite goals

● Three to Twelve people

● Communicate verbally and nonverbally

● Interdependent

● Specific roles

Teams require effective leadership to achieve

their goals.

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Advantages and Disadvantages of Teams

Advantages

● Pool resources and information

● Greater commitment

● Different perspectives

● Superior decisions

● Organisational buy-in

Disadvantages

● Lack of commitment

● Domination

● Conflict of goals

● Time-consuming and costly

● Groupthink

● Ineffective for simple tasks

Meetings

Business Meetings vary

in type, purpose and size.

From large formal

gatherings to small

informal meetings

between 2-3 people.

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Planning and Conducting Meetings

Planning Sequence

● Establish necessity

● Select participants

● Decide on type of leadership

● Send out notice

● Distribute agenda

● Research agenda items

● Agree on duration

● Secure venue

● Check audio-visual and support equipment

Conducting Sequence

● Ensure punctuality

● Guide and control meeting

● Prevent floor hogging

● Encourage diverse views

● Clarify difficult jargon and acronyms

● Prevent meeting from being side-tracked

● Seek feedback

● Listen actively

● Treat all members equally

● Summarise key decisions

● Thank participants

● Conduct evaluation

● Share minutes

Problem-solving and Decision-making

Group Conflict

Conflict arises when people clash over differences in

opinions, ideas, goals or procedures. Conflict can be

constructive or destructive to a team’s effectiveness.

Ways to prevent escalated conflict in a team:

● Proaction

● Communication

● Openness

● Research

● Flexibility

Conflict Resolution Negotiation is a process of interaction between parties directed at

reaching an agreement based on common interests with the

ultimate purpose to resolve a conflict.

Possible outcomes to conflict:

● Win-lose

● Lose-lose

● Win-win

A conducive environment is required for effective negotiations to

take place. Communication plays a central role in the negotiation

process and is key to the success of the process.

ORAL PRESENTATIONS

CHAPTER 10

Introduction to Oral Presentations

An oral presentation is

simply a talk on a specific

topic given by one person

to a group of people who

need information about the

topic.

Types of Talks

● Informative Talks

● Instructive Talks

● Persuasive Talks

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Organising your Presentation

Preparing for your presentation

● Summarise the purpose of your talk

● Define a central idea

● Limit your talk

● Time your talk

● Choose your approach

● Gather the information

● Record your information

Elements of Oral Presentation

● Outline ○ Introduction

○ Body

○ Conclusion

● Visuals○ Attract attention

○ Assist in information absorption and retention

○ Clarifies abstract ideas

○ Maintains focus

○ Professional Image

● Considerations for Accounting Material○ Numbers are consistent

○ Numbers add-up

○ Visible figures

○ Utilise computer technology

Elements of Oral Presentation

● Rehearsing and Delivery○ Verbal and nonverbal behaviour

○ Articulation and range

○ Dealing with questions

○ Manage stage fright

○ Multicultural presentations

○ Monroe’s motivated sequence

■ Attention

■ Need

■ Satisfaction

■ Visualization

■ Action

● Evaluation of Talk ○ Apply evaluation principles

YOUR FEEDBACK

QUESTIONS?