biz com 02

PMD2233 Business Communication

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
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.
11. Patterns of business communication !   INTERNAL (within the organisation) !   EXTERNAL( outside the organisation)
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