Business Communication

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Communication and strategy
Message
Sender - encoder - knowledge - feelings
Medium
Receiver - Filter-noise-cultural context
Effect – field of experience – frame of mind
- attitude – value system

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Communication and strategy :4
Communication of ideas and also
emotions
Accuracy depends on to receiver’s mind
Two way process : therefore feedback
to be received
Communication to lead to action :
organisational goal

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Levels of communication?

Intrapersonal : within yourself

Interpersonal : all levels of complexity
of work
Organizational : management to staff
Mass 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 done
• Action
• Behavioral response
• Objectives

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Management communication in
transition
The roles managers play

Interpersonal role
Informational role
Decisional role

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Why communication?
Major characteristics of a Manager’s
role

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Management skills required for
st
21 century

Technical
Relational
Conceptual

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Talk is work

One on one conversation

Telephone conversations
Video - conferencing
Presentations to small groups
Public 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 colleagues
Handle customer complaints
Give instructions

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Oral communications - comprises of
listening
Voice intonations
Emotional responses
Pauses
Ask questions and clear doubts

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Verbal and non verbal
communication
Substitution relationship
Complementing relationship
Conflict relationship
Accenting relationship

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Nonverbal Do’s and Don’ts for
the Listener

Pay attention/Concentrate
Maintain Eye contact
Show Interest by Appropriate
gestures –
- Nodding, Smiling

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Encourage the speaker by
words/sounds- “I see, yes, really,
go on, Hmmm, Correct, Is it? “
Don’t Interrupt

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Stages of Empathic Communication
Repeating important words,
phrases or sentences used by
the speaker.

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2. Rephrase/Paraphrase/Summarise
the content- Putting speaker’s
meaning into your own words.
3. Reflect feeling-Paying attention to
speaker’s feeling not just words
and conveying the same to the
speaker.
4. Rephrase the content and Reflect
the feeling-Includes both 2nd and
3rd stages.
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Feedback
Make it Specific not vague
Focus on behaviour not personality
Keep it positively worded not
negatively
Use words like “more, less, better”
not “good, bad”
Convey what you have observed
not passing judgement
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Empathic Listening
Shows Responses that Indicate
Understanding
I hear what you are feeling
I understand what you are seeing
I am interested and concerned
I have no desire to change you
You can feel free in my presence
I don’t judge or evaluate you 20
communication is invention

communication is invention
Socially constructed
Greatest challenge

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Principles of communication?

Dynamic
Continuous
Circular
Unrepeatable
Irreversible
Complex
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 message:
it is dynamic, complex

Oral Formal

written informal

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The role of writing

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Written communications: get it
right first time

Email
Website
Memo
Letter
Report
Miscellaneous
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Formal/informal
•Multi-directional
Downward
Upward
Horizontal
Cross channel
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BARRIERS

•Physiological
•Psychological

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Domestic Cultural Variables
Gender
Ethnicity
Age
Ability
Preference

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 ETHICS

•Issues of right and wrong

•Issues of good and bad
•Issues of morality and justice
•Issues of equal opportunity

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ETHICS
•Respect secrecy
•Personal
•Official
•Right or wrong
•Undue advantage of position
•Insider trading
•Providing incorrect or dated
information to customer

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Email writing
Short and crisp
Clarity
Paragraphs , if need be
Without spelling mistakes
Should not be all BOLD, or CAPITAL, or
TOO MULTICOLOURED
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 flexible
organizational structures.
Work with others and in teams.
Learn & transfer organizational
knowledge.
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