cbc1501 - communication in business contexts · introduction to nonverbal communication “...
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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
• Mr. Melusi Mtungwa
Lecturer
(012) 429 3508
● 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
© www.freepick.com
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
© www.freepik.com
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.
© www.freepik.com
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.
© www.freepik.com
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
© www.freepick.com
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?