business communication.ppt

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COMMUNICATION

Tuğçe AYDIN



COMMUNICATIONCommunication is the

process of sending andreceiving messagesbetween parties



Basic Model Of Communication



THE NATURE OFCOMMUNICATION

1-Senders and Receivers

2-Transmitters and Receptor 3-Messages and Channels

4-Decoding, Meaning, and Encoding

5-Feedback



Senders & ReceiversEach have goals and objectives

The sender may want to change thereceiver‟s mind

The receiver may not want to have hismind changed



Transmitters and Receptors is the equipment by which

information is sent

Information can be sent

verbally and nonverbally



Messages and Channels are the vehicles by which information

is communicated.

direct expressions

symbolic representations



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



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



BASIC PRINCIPLES OFCOMMUNICATION

It is impossible to avoidcommunicating

Communication is largely nonverbal

Context affects communicationMeanings are in people, not in words



BASIC PRINCIPLES OFCOMMUNICATION (cont‟d)

Communication is irreversibleNoise affects communication

Communication is circular

Creating common goal is essentialCommunication has effects



VERBAL AND NONVERBAL

MESSAGESBasic ways in which people send

and receive messages



Verbal Messages Messages sent verbally are messsages

expressed in words

The science of semantics



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”



ADAPTING MESSSAGES TOPURPOSE AND AUDIENCE

increase the probabilty that

communication will be successfulLanguage

Format

Style



Language

Appropriate language is the languagethat has been adapted to the

receiver while retaining a naturalnesswith respect to the sender



Format

Depends on the

receiver (audience)and on thepurpose.



Style

Formal/informal,

Simple/complex,

Natural/flamboyant



JOHARI WINDOW



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.”



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.”



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.”



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.”



ableaccepting

adaptableboldbravecalmcaringcheerfulclevercomplexconfident

dependabledignified

energeticextrovertedfriendlygivinghappyhelpfulidealisticindependentingenious

intelligentintroverted

kindknowledgeablelogicalloving

maturemodestnervousobservantorganized

patientpowerful

proudquietreflectiverelaxedreligiousresponsivesearchingself-assertiveself-conscious

sensible

sentimentalshysillyspontaneousympathetitensetrustworthwarmwisewitty

55 adjectives used to describe

the participant



BARRIERS FOR EFFECTIVECOMMUNICATION

Ayşe Bilge ÇAKIR



Tangible DifferencesGender

Age

RaceNational or CulturalOrigin

Socioeconomic Class

Education Level

Urban or RuralResidence



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.



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 .



Their maturity, their educationalbackgrounds, and the different eras inwhich they grew up make a Generation

Gap inevitable.



Intangible Differences

PerceptionMotivationTunnel VisionEgo

DefensivenessNegativeEmotions



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 ”



Mother: Will you straighten up yourroom?Teenager: Why? What‟s messy?



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.



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.



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!!!”



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



NEGATIVE EMOTIONSAlmost always obstacles to goodcommunication!

Especially true if the emotion is

uncontrolled, unfocused, or

misdirected.



DISTORTION BARRIERS

1. Distractions

2.

Semantic Problems3. Absence Of Feedback

4. Climate

5. Status And Power Differences



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.



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.



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 .



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



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



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.



Ayşen ERKILIÇ

BUSINESS

COMMUNICATION



What is“Business Communication”?

sending andreceiving of

messages in anorganization



Intentional

Unintentional



Characteristics of BusinessCommunication

Complex, Competitive, Group oriented,

Task oriented, Data based .



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



Employees ResponsibilityThey should serve as;

Interpreter

Humanizer Promoter



Communication SkillsListening

Writing

Interviewing

Group discussion

Interpersonal communication

Public speaking

Nonverbal communicationProblem solving

Telephone communication



Communication Ethics

Communication ethics is

the consideration ofthe rightness ofwrongness of a givencommunication act.



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



Line networks normally involvesuperior-subordinate relationships.

Staff relationships between themembers of an organization are most

often advisory in nature.

Communication Networks

(cont‟d)



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



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.



Span Of ControlThe smaller the span of

control, the morecommunication access

each employee will have

to the supervisor.



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



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



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.



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.



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



Thanks For

Attendance…!!!

business communication.ppt

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