C HAPTER 1

E FFECTIVE C OMMUNICATIONS IB
N USINESS

1
 Topics
Importance and benefits of effective
communication
Components of communication
Challenges Of Communication In The Global
Market

Concepts and problems of communication

Nonverbal communication
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 What Is Communication?
“COMMUNICATION
means sharing of
ideas between two or
more people
providing the
satisfaction to each
in common“ 3
 What Is Business?
“BUSSINESS is the
activity of making,
buying, selling or
supplying of goods and
services for money.”
money.

4
What Is Business Communication?
Business
communication is the
communication
required in order to
make business deals.

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What Is Effective Communication?
Effective communication
is the act of influencing
and inducing others to act
in the manner intended by
the speaker or writer.

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Video\Effective Communication.flv
I
MPORTANCE AND BENEFITS OF
EFFECTIVE COMMUNICATION
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 ANCIENT HERITAGE FOR
COMMUNICATION PRINCIPLES
The Ancient world, both East
and west, depended highly on
the oral communication. For
example, in ancient Rome
and Greece, it was necessary
to communicate well on one’s
feet when dealing with
matters in governments
assembles and the Law court.
Video\ancient heritage of communication principles.MPG
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 LIFE BLOOD OF EVERY
ORGANIZATION
• An Organization…
• Communication (interact
and react)
• They exchange the
information, ideas, plans,
rules, proposals,
contracts, and
agreements.
Video\Life Blood of Organization.flv
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 LIFE BLOOD OF EVERY
I
O
NTERNAL
RGANIZATION.
E XTERNAL
ORGANIZATION ORGANIZATION
COMMUNICATION COMMUNICATION
SYSTEM. SYSTEM.
Communication integrates the Communication relates an
managerial function. enterprise to its external
environment.
1-planning
1-customer
2-organizing
2-supplier
3-staffing
3-stockholders
4-leading 4-governments
5-controlling 5-community

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COMMUNICATION ACTIVITIES IN
A BUSINESS DAY
10%Time spent in writing.
15% in reading.
35% in speaking.
40% in listening.

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 BENEFITS OF EFFECTIVE
COMMUNICATION IN YOUR CAREER
A VALUABLE JOB REQUIREMENT

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 Walk in Interviews
If you are Fresh graduate with 3 GPA.
If you are Energetic, Self motivated, dynamic,self starter .
If you have good communication skills.
If you are below 25 years of age, then you are the
Marketing Personnel WE ARE LOOKING FOR

Rush to Marriot Hotel Room no 6

Dated 15-12-2007 time 9:00am
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 WE WANT YOU
f you are MBA with 5 years experience.
If you can prepare budgets,budgetary and sales
reports, and make financial analysis.
If you are dynamic,self starter, pushing, enterprising and
energetic.
If you have good communication skills.
If you are below 30 years of age, then you are the financial
analyst WE ARE LOOKING FOR.

APPLY DIRECTOR PERSONNEL,Care

Dawn,box#716,Karachi,Latest by December 11,2007.
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 COMMUNICATION SKILLS
Ability to communicate with all
levels of management.
Must have good writing skills.
Able to prepare special
analysis,research reports and
proposals.
Ability to communicate ideas.
Able to maintain good customer
relationships
Need skills in
gathering,analyzing and
interpreting data and in writing
analytical reports. 15
AN ESSENTIAL FOR PROMOTION

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 Ability to communicate
Ambition-drive
College education
Self confidence
Good appearance
Ability to work with and through people
Capacity for hard work

Communication is Essential For Promotion

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COMPONENTS OF
COMMUNICATION 18
 COMPONENTS OF
COMMUNICATION
Context
Sender-encoder
Message
Medium
Inside Your Organization
Outside Your Organization
Receiver-decoder
Feedback
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 CONTEXT
stimuli

MESSAGE
SENDER RECEIVER
MEDIUM
Verbal,nonverbal

FEEDBACK

A COMMUNICATION MODEL
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 Challenges Of
Communication IN The
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Developing The Right Attitude
• “ To the customer, You
are the Company.”
• Your Attitude when
dealing with customers,
clients, and the public
reflect on the company
you represent.
• Special & important
communication can
make millions of dollars.
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 P reparing Adequately
Most people can learn to communicate effectively
for business if they are willing to devote whatever effort
is necessary to prepare themselves adequately by:
•Careful, sound judgment
when choosing ideas and
facts for each message
•Patience and
understanding.
•Integrity
•Reasonable Facility with
English Language
•Knowledge of cultural
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conventions of your
 Becoming flexible
• Many companies offer
seminars or other kinds of
classes in handling diversity
issues in the workplace.

• Today’s managers &

workers need to be flexible in
the way that deal with
others; problems can be
avoided by keeping an open
mind & being willing to
make extra efforts in
communication.

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25
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"DON'T LET SOMEONE
BECOME A PRIORITY IN
YOUR LIFE...

WHEN YOU ARE JUST

AN OPTION FOR
THEM....." 27
"NEVER
"NEVER CRY
CRY FOR
FOR ANY
ANY RELATION
RELATION IN
IN LIFE
LIFE
BECAUSE FOR
BECAUSE FOR THE
THE ONE
ONE WHOM
WHOM YOU
YOU CRY
CRY  
DOES NOT DESERVE YOUR TEARS
AND
AND THE ONE
THE ONE WHO
WHO DESERVES
DESERVES
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WILL NEVER LET
NEVER LET YOU
YOU CRY........."
CRY........."
TREAT EVERYONE WITH POLITENESS
EVEN THOSE WHO ARE RUDE TO YOU,
NOT BECAUSE THEY ARE NOT NICE
BUT BECAUSE YOU ARE NICE........

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 NEVER SEARCH YOUR HAPPINESS IN
OTHERS

WHICH WILL MAKE YOU FEEL ALONE,

RATHER SEARCH IT IN YOURSELF

YOU WILL FEEL HAPPY EVEN IF YOU ARE
LEFT ALONE....... 30
 HAPPINESS ALWAYS LOOKS SMALL
WHEN WE HOLD IT IN OUR HANDS.
BUT WHEN WE LEARN TO SHARE IT,
WE REALIZE HOW BIG AND PRECIOUS IT IS! .....

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32
CONCEPTS AND PROBLEMS
OF COMMUNICATION. 33
Video\COMMUNICATION PROBLEM!!! .flv
 CONVENTIONS OF MEANINGS
A fundamental principle
of communication is
that the symbols the
sender uses to
communicate message
must have essentially
the same meaning in
both the sender’s and
receiver’s mind.
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 COMMUNICATION PROBLEM IN
CONVENTIONS OF MEANINGS
• Miscommunicated
Instructions
Miscommunication occurs
when the sender and receiver
have different meanings for
the symbols used.

Video\Convention Of meaning.MPG 35
 P ERCEPTION OR
F EALITY

• Complex, infinite, and

continuously
changing, the material
world provides a
special reality to each
individual.

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 COMMUNICATION PROBLEM In
PERCEPTION OF REALITY
• Abstracting
when we select some facts and omit others, you are
Abstracting.

• Inferring
Inferences are conclusion drawn from evidence.

• Risk of Inferring
We must realize that inferences may be incorrect or
unreliable & anticipate the risks before acting on
them.
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VALUE, ATTITUDES AND OPINIONS
• A receiver’s attitude toward a
message can determine
whether it is accepted,
rejected, distorted or avoided.

• People react favorably when

the message the receive agree
with their mental filters.

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 Communication Problem Involving
VALUE, ATTITUDES AND OPINIONS
• Favorable or Unfavorable
Information
• Inadequate or Incorrect Information
• Closed Mind
• Sender’s Credibility
• Other Circumstances Affecting
Attitude, Opinions & Response.

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NONVERBAL COMMUNICATION
Video\Nonverbal communication.MPG
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 HOW APPEARANCE
COMMUNICATES
• Effect on written messages
The format, neatness, and language of
written message sends a nonverbal
message to the reader.

• Effect on Oral Message

When you are speaking to one person
face to face, Personal Appearance
and Appearance of your surrounding
convey nonverbal message.

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 HOW APPEARANCE COMMUNICATES
• Personal Appearance
Clothing, hairstyle, neatness,
jewelry, cosmetics, posture & status

• Appearance Of
Surroundings
Room size, location, furnishings,
machines, architecture, wall
decoration, lighting and the other
related features wherever people
communicate.
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 HOW BODY LANGUAGE
COMMUNICATES
1.Facial Expressions
The eyes and face are especially
helpful means of communicating
nonverbally.

2.Gesture,Posture &
Movements
Posture, Gestures & Body
Movements convey message & add
to or subtract your oral message.
Video\Facial Communication .flv 43
 HOW BODY LANGUAGE
COMMUNICATES
3.Voice And Sounds
– Paralanguage – Sound of the voice
– The pitch, rate and volume make you
sound more expressive
– To develop an effective speaking
voice…
• use effective pitch
• Speak with a correct rate and
slowly enough so you can be 44
 HOW SILENCE, TIME,AND
SPACE COMMUNICATE
• SILENCE

• TIME

• SPACE
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46
A young lady was
waiting for her flight in
the boarding room of a
big airport.

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As she
would need
to wait many
hours, she
decided to
buy a book
to spend her
time. She
also bought
a packet of
cookies.

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She sat down in
an armchair, in
the VIP room of
the airport, to rest
and read in
peace. 49
Beside the
armchair where
the packet of
cookies lay, a
man sat down in
the next seat,
opened his
magazine and
started reading. 50
When she took out the
first cookie, the man
took one also.
She felt irritated but
said nothing. She just
thought:
“What a nerve! If I was
in the mood I would
punch him for daring!”

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For each cookie
she took, the
man took one
too.
This was
infuriating her
but she didn’t
want to cause a
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scene.
When only one
cookie remained,
she thought:
“ah... What this
abusive man do
now?”
Then, the man,
taking the last
cookie, divided it
into half, giving
her one half.

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 Ah! That was too much!
She was much too angry now!

In a huff, she took her book, her things and stormed

to the boarding place.

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When she sat down
in her seat, inside
the plane, she
looked into her
purse to take her
eyeglasses, and, to
her surprise, her
packet of cookies
was there,
untouched,
unopened!

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 She felt so
ashamed!!
She realized
that she was
wrong...
She had
forgotten
that her
cookies
were kept in
her purse.

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The man had
divided his cookies
with her, without
feeling angered or
bitter.

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 ...while she had
been very angry,
thinking that she
was dividing her
cookies with him.

And now there

was no chance to
explain
herself...nor to
apologize.”

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There are 4 things that you cannot recover.

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The stone...

...after the throw!

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The word...

...after it’s said!

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The occasion...

... after the loss!62

The time...

...after it’s gone!

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Question & Answer

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