biz com 02

Transcript

1. Foundation & Principles of Successful communication

2. The Meaning !   Communication – latin word ‘communis’ =

   common !   Individuals communicate = establish a common ground !   Business Communication is the process of establishing a common understanding between or among people within a business environment
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4. The goals !   Involve both the sender and receiver

   !   The sender is responsible for achieving the four basic goals of business communication 1.  Receiver understanding 2.  Receiver response 3.  Favourable relationship 4.  Organizational goodwill

5. 1.Receiver Understanding !   The most important !   It

   must be clear (receiver = sender)- shared meaning !   To develop a clear message must consider 1.Receiver characteristics 3. Receiver feedback 2. Message form & content 4. Communication barrier

6. 2. Receiver response !   Negative, positive or neutral !

     Words action or both !   Spoken : ask for understanding, ask directly for specific response !   Written: encourage a response by asking questions, enclosing reply envelope, include email address, asking to telephone or using any of many possibilities

7. 3. Favourable relationship !   Focus on people involve !

     Relate to each other in 3 important ways: positively, personally and professionally !   Sender manufactures goods, services= job satisfaction, increased sales, more profit. !   Sender customer = continued supply, better prices and assistance

8. Sender assume primary responsibility !   Stressing the receiver’s interest

   and benefits !   Using positive words !   Doing more than expected ! E.g refuse to work O.T on wednesday (no= x favour) ( offering work on Thursday, find replacement)

9. 4. Organisational Goodwill !   Essential to any bussinesses or

   organisation !   Confidence and continued business !   More goodwill = MORE SUCCESSFUL !   Senders responsible: quality of company products, services and personnel.
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11. Patterns of business communication !   INTERNAL (within the organisation)

    !   EXTERNAL( outside the organisation)
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13. Formal communication !   Written (memo, report, policy) !  

    Oral (speech, meeting) !   Planned by organisation !   Flows in all directions !   Essential for the effective operations of business ! Bussiness related

14. Informal communication !   Business related or personal !  

    Not planned by organisation !   Flows in all directions !   Develops and maintains positive human relationships ! Reffered to as grapevine

15. Serial communication !   One person to another to another

    E.G : job developed by manager –supervisor- workers Messages are usually changed (sometimes dramatically)

16. Maintaining accuracy sender !  Keep message simple !  Request feedback

    receiver !  Take notes !  Repeat the message

17. External communication !   Communicate with external publics !  

    Both informal or formal

18. Communication process message feedback

19. Sender’s & receivers role sender !   Select type !

    Analysing receiver !   You-viewpoint ! Encoraging feedback !   Removing barriers receiver !   Listen/ read carefully !   Open to diff type of senders/ new ideas !   Making notes !   Provide feedback ! Askg questions

20. Communication types and channel !   Verbally or non verbally

    !   Channel: memo, letters, emails, reports , speeches , telephone conversation etc

21. Selecting message type and channel !   Permanent record? !

      Readily accept? Yes – written, no – oral. !   Where and how large? !   Long and complex? !   Timeline !   credibility

22. You-viewpoint !   Primary consideration to the receiver’s point of

    view

23. Analysing the receiver !   Knowledge- education, experience, interction !

      Interest !   Attitude (position, authority) !   Emotion (reaction)

24. Using the you- viewpoint !   Help achieve the goal

    !   Receiver understand and accept better !   Handle negative situation

25. I v/s you viewpoint i !   I think your

    report is excellent !   You simply don’t understand what I’m saying !   We offer three services plan you !   You wrote an excellent report !   Perhaps an example will make the instruction clearer !   Choose the services plan that best meet your needs

26. Providing feedback !   Essential in providing understanding !  

    Ask directly !   Assist in giving response