Transcript Business Communication

Business Communication
1. Context
What factors are relevant to this situation.
2. Objective
What do I want to accomplish in this situation.
3. Approach
Which is the Better way of doing it.
4. Technique
What specific methods should I use to solve it.
Dimensions of
Communication
Verbal
Non verbal – Body Language
+Tone
Listening
Asking Questions
Feedback – asking and giving
Assertive Communication
Communication :
Leadership responsibility
of creating
Understanding
and
Trust
Listening
Feedback
Semantics
Tune to receiver
Lack of Planning:
Objectives,Options
Who, When, Where,
What,Why, How
Failure to see Need
Awareness
Assumption
Facts
Self-Interest
Empathy
Emotional
Intelligence
The Competence Framework
Personal competence
These competencies determine how we manage
ourselves.
Self awareness
Self-Regulation
Self Motivation
Social Competence
These competencies determine how we handle
relationships.
Social Awareness and Empathy
Social Skills
Self-Awareness
Knowing one’s internal states,
preferences, resources and intuitions
Emotional Awareness
Accurate Self-assessment
Self-Confidence
Self Regulation
Managing
one's
internal
impulses, and resources
Self-control
Trustworthiness
Conscientiousness
Innovation
Adaptability
states,
Self Motivation
Emotional tendencies that guide or
facilitate reaching goals
Achievement drive
Commitment
Initiative
Optimism
Social Awareness &
Empathy
Awareness of other's feelings, needs
and concerns
–Understanding Others
–Developing others
–Service orientation
–Leveraging diversity
–Political awareness
Social Skills
Communication
Conflict Management
Change Catalyst
Building Bonds
Collaboration and Cooperation
Team Capabilities
Influence
Leadership
1. The process of using our
Eyes,
Ears and
Mind
to
Understand
Meanings and
Feelings.
Nonverbal Do’s and Don’ts for
the Listener
1. Pay attention/Concentrate
2. Maintain Eye contact
3. Show Interest by Appropriate gestures –
- Nodding, Smiling
4. Encourage the speaker by words/sounds- “I see, yes, really, go on, Hmmm, Correct,
Is it? “
5. Don’t Interrupt
1. Mirror contentRepeating important words, phrases or sentences
used by the speaker.
2. Rephrase/Paraphrase/Summarise the contentPutting speaker’s meaning into your own words.
3. Reflect feelingPaying attention to speaker’s feeling not just words
and conveying the same to the speaker.
4. Rephrase the content and Reflect the feelingIncludes both 2nd and 3rd stages.
Nonverbal Do’s and Don’ts for
the Listener
1. Pay attention/Concentrate
2. Maintain Eye contact
3. Show Interest by Appropriate gestures –
- Nodding, Smiling
4. Encourage the speaker by words/sounds- “I see, yes, really, go on, Hmmm, Correct,
Is it? “
5. Don’t Interrupt
Feedback
1.
2.
3.
4.
5.
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
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