Corner of Entrepreneurship and SMEsFaculty of Economics and Business

Universitas Gadjah Mada

Sudiyanti, S.E., M.Sc.Department of Management

Faculty of Economics and BusinessUniversitas Gadjah Mada

Business Communicationfor Student Entrepreneurs

Fundamentals of Business

Communication

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Basic Concepts

Communication:“The transmission of information and meaning from one individual or group to another”

(Guffey, 2011)

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Communication Process

Sender’s Roles:Selecting type of message;Analyzing the receiver;Using the you-viewpoint;Encouraging feedback;Removing communication barriers.

Receiver’s Roles:Listening or reading carefully;

Being open to different types of senders and to new ideas;Making notes when necessary;

Providing appropriate feedback to the sender;Asking questions to clarify the message.

Barriers Barriers

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The Goals of BC

1. Receiver understands as sender intended;2. Receiver provides necessary response;3. A favorable relationship;4. Organization goodwill.

The sender should make it easy for the receiver to respond.

The sender has primary responsibility for communication success.

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The Importance of BC

Providing leadership; Heightened global competition; Being productive on the business; Relating positively to others; Assuring the success of your organization; It is a part of your personal branding.

Communication Skill is your ticket to

success

The Affects of Culture in

Communication

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Context Culture

• Individualism• Formality• Communication Style• Controlling ethnocentrism and stereotyping• Tolerance

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Business Etiquette

Professionalismbusiness etiquette

ethical conductsocial intelligence

Soft skillsProtocolPolishCivility

a whole range of desirableworkplace behaviors

Good Communicator in the F2F Setting

Keys for successful face-to-face conversations:• Carefully choose the location• Minimize interruptions• Speak effectively• Choose appropriate language• Send clear, appropriate nonverbal cues• Ask questions• Accommodate diversity• Listen with your ears and eyes

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Promoting Positive Relationship through Conversation

Correct name/title Appropriate topics Avoid negative remarks Listen to learn Give sincere and specific praise Act professionally in social situations

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Business card

Using Media for your Written Messages

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• Scan your all messages in your inbox before replying to each individually

• Acknowledge receipt (when to reply)• Don’t automatically return the sender’s

message• Never respond when you are angry

Reading and Replying

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• Limit any tendency to send blanket copies (copies only to people who really need to see the message)

• Consider using identifying labels (FYI, Action, Re, Urgent, REQ)

• Use capital letters only for emphasis or for titles (all caps means SHOUTING)

• Don’t forward without permission and beware of long threads

Netiquette

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• Gr8 news!• BTW• B4• Tks, tq, trims• Assalamu’alaikum wr.wb. ass (?$@#)• Fancy email address

Conversational but Professional

Bambang Benk2_cute_abiss@yahoo.com

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When you want to make a formal impressionWhen you are legally required to provide

information in printed formWhen you want to stand out from the flood of

electronic messagesWhen you need a permanent, unchangeable,

or secure record

When Printed Messages are Better?

Responsible Cell Phone Use

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Using Cell Phone for Business

Be courteous to those around you Observe wireless-free quiet areas Speak in low, conversational tones Take only urgent calls Drive now, talk later Choose a professional ringtone

Listening Skills

• Do you ever pretend to be listening when you are not?

• Do you know how to look attentive in class when your mind wanders far away?

• How about “tuning out” people when their ideas are boring or complex?

• Do you find it hard to focus on ideas when a speaker’s clothing or mannerisms are unusual?

Improving Listening Skills (1)

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Improving Listening Skills (2)

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• Physical barriers• Psychological barriers• Language problems• Non-verbal distractions• Thought speed• Faking attention• Grandstanding

Barriers to Effective Listening

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• Stop talking• Control your surrounding• Establish a receptive mind-set• Keep an open mind• Listen for main points• Capitalize on lag time• ...

Keys to Building Powerful Listening Skills (1)

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• ...• Listen between the lines• Judge ideas, not appearances• Hold your fire• Take selective notes• Provide feedback

Keys to Building Powerful Listening Skills (2)

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Nonverbal Communication

Enhancing Non-verbal Communication Skills

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• Eye contact• Facial expression• Body movements

Eyes

Enhancing Non-verbal Communication Skills

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• Space• Time• Territory• Appearance

Which one do you more believe?

Verbal versus Non-verbal

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Four Space Zones for Social Interaction

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• Establish and maintain eye contact• Use posture to show interest• Improve your decoding skills• Probe for more information• Avoid assigning nonverbal meanings out of

context• Associate people from diverse culture• Appreciate the power of appearance• Observe yourself on video• Enlist family and friends

Keys to Building Strong Non-verbal Skills

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Oral Presentation

Business Presentation

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Knowing your purpose Understanding your audiences Preparing your slides

Combating Stage Fright

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• Natural• Controllable

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Types of Oral Presentations

• Manuscript – A manuscript presentation is read to the audience

• Memorized– A memorized presentaiton is learned verbatim

• Impromptu– An impromptu presentation is given with little or

no preparation• Extemporaneous

– An extemporaneous presentation is prepared in advance and given from notes

Handling Four Types of Audiences

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Friendly

Neutral

Uninterested

Hostile

• Preparation• Rehearsal• Time• Dress• Check the room• Greet the audience

Before, During, and After the Presentation (1)

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• Voice and eye contact• Move naturally• Visual Aids• Handouts• Q&A• Keep control• Summary and Appreciation

Before, During, and After the Presentation (2)

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Dress for Success

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You can’t judge a book by its cover?

Clothes make a strong visual statement about how you see yourself

Wear great clothes. You never know whom you will meet!

Appropriate dress is also a way of expressing respect for the situation and the people

Experiment with your apperance and notice how people react

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You can’t judge a book by its cover?

Clothes Hair

Accessories Business card

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Sources

Deckers, E., and Lacy, K., 2013, Branding Yourself: How to Use Social Media to Invent or Reinvent Yourself, 2nd Ed., Pearson Education, Inc.

Forsyth, P. and Kay, F., 2008, The Art of Successful Business Communication, Management of Technology Series 24, London UK: The Institution of Engineering and Technology.

Guffey, M.E., 2010, Essentials of Business Communication, 8th Ed., South-Western Cencage Learning.

Krizan, A.C., Merrier, P., Logan, J., and Williams, K., 2007, Business Communication, 7th edition, Ohio: South-Western Publishing.