communication for mb107

8/14/2019 Communication for Mb107

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Business Communication


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Communication and strategy

Message

Sender - encoder - knowledge - feelingsMedium

Receiver - Filter-noise-cultural context

Effect field of experience frame of mind- attitude value system


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Communication and strategy :4Communication of ideas and alsoemotions

Accuracy depends on to receivers mind

Two way process : therefore feedback

to be receivedCommunication to lead to action :organisational goal

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Levels of communication?

Intrapersonal : within yourselfInterpersonal : all levels of complexityof work

Organizational : management to staffMass or public : media, ads, publicity


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How?Communication skills


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Management communication

What do managers do all day?

Get work doneAction

Behavioral response

Objectives


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Management communication in

transitionThe roles managers play

Interpersonal role

Informational role

Decisional role


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Why communication?

Major characteristics of a Managers

role


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Management skills required for

21stcentury

TechnicalRelational

Conceptual


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Talk is work

One on one conversationTelephone conversations

Video - conferencing

Presentations to small groupsPublic speaking to large audiences


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Major channels of management

communication?Talking and listening


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Oral communication

Meetings

Ask and answer colleaguesHandle customer complaints

Give instructions


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Verbal and non verbal

communicationSubstitution relationship

Complementing relationshipConflict relationship

Accenting relationship

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Nonverbal Dos and Donts for

the L istener

Pay attention/ConcentrateMaintain Eye contact

Show Interest by Appropriate

gestures- Nodding, Smiling

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Encourage the speaker bywords/sounds-I see, yes, really,

go on, Hmmm, Correct, Is it?

Dont Interrupt

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Stages of Empathic CommunicationRepeating important words,phrases or sentences used bythe speaker.

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2. Rephrase/Paraphrase/Summarise

the content- Putting speakersmeaning into your own words.

3. Reflect feeling-Paying attention to

speakers feeling not just wordsand conveying the same to thespeaker.

4. Rephrase the content and Reflectthe feeling-Includes both 2nd and3rd stages.

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FeedbackMake it Specific not vague

Focus on behaviour not personalityKeep it positively worded notnegatively

Use words like more, less, betternot good, bad

Convey what you have observed

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Empathic L istening

Shows Responses that IndicateUnderstanding

I hear what you are feeling

I understand what you are seeing

I am interested and concernedI have no desire to change you

You can feel free in my presence

I dont judge or evaluate you 20


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communication is invention

communication is inventionSocially constructed

Greatest challenge


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Principles of communication?

DynamicContinuous

Circular

UnrepeatableIrreversible

Complex


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message:

it is dynamic, complex

Oral

written

Formal

informal


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The role of writing


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Written communications: get it

right first time

EmailWebsite

Memo

LetterReport

Miscellaneous


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Formal/informal

Multi-directional

Downward

Upward

Horizontal

Cross channel


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BARRIERS

PhysiologicalPsychological


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Domestic Cultural VariablesGender

EthnicityAge

Ability

Preference


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ETHICS

Issues of right and wrongIssues of good and badIssues of morality and justiceIssues of equal opportunity


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ETHICS

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Respect secrecyPersonal

OfficialRight or wrongUndue advantage of positionInsider trading

Providing incorrect or datedinformation to customer


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Email writingShort and crisp

Clarity

Paragraphs , if need be

Without spelling mistakes

Should not be all BOLD, or CAPITAL, orTOOMULTICOLOURED

Use of red is like shouting urgency

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The Effective Global Executive

Should Be Able to:Develop and use global strategic skills.

Manage change and transition.

Manage cultural diversity.

Design and function in flexibleorganizational structures.

Work with others and in teams.Learn & transfer organizationalknowledge.

communication for mb107

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