Download 1- communication

ENG 412 Professional English
COMMUNICATION
The Process of Communication

Effective communication exists between
two people when the receiver interprets
and understands the sender’s message
in the way the speaker intended.
Getting your message across

Andrew: Hi John, how are you?

John: Fine thanks, Andrew.


Andrew: (thinks John has made a
special effort with his appearance today
and thinks he should make a comment
about it)
You’re certainly looking very smart
today, John!


John: (Is he saying that normally I
don’t wear smart enough clothes? Huh!
He spends a lot of money on his
clothes, but usually manages to spill his
lunch on his shirt and tie every day!)
Get lost!

Did effective communication take place?
Some Facts about
Communication



Misunderstanding is the rule, not the
exception
Partners in a conversation achieve
about 25 to 50% accuracy in really
understanding each other
Most people do not even recognize that
there is a problem
Why do you need good
communication skills?




Job placement
Job performance
Career advancement
Success in the new world of work
What are the Benefits of
Effective Communication?




Faster decision making and problem
solving
Earlier warning of potential problems
Improved productivity
Stronger business relationships
What are the Characteristics
of Effective Messages?





Practical information
Factual information
Concise, efficient information
Clear expectations and responsibilities
Persuasive arguments and
recommendations
Organizational Communication




Internal communication
External communication
Formal communication
Informal communication
Internal Communication


Formal communication
- Upward
- Downward
- Horizontal
Informal communication network
- The grapevine
- Unofficial lines of power
External Communication


Formal contacts
- Marketing
- Public relations
Informal contacts
- Industry gatherings
- Social networking
What Employers Expect from You




Organizing ideas and information well
Expressing/presenting ideas well
Listening to others effectively
Communicating effectively with people
from different backgrounds
What Employers Expect from You



Using communication technologies
effectively and efficiently
Communicating in a manner that
reflects good business etiquette
Communicating ethically
Why is Business
Communication Unique?





Globalization and diversity
Information value
Importance of technology
Reliance on teamwork
New corporate structures
The Process of Communication
How may the sender encode a
message?
Verbally or nonverbally. By speaking,
writing, gesturing.
What kinds of channels carry
messages?
Letters, e-mail, memos, TV,
telephone, voice, body. Others?
How does a receiver decode a
message?
Hearing, reading, observing.
When is communication successful?
When a message is understood as the
sender intended it to be.
How can a communicator provide for
feedback?
Ask questions, watch responses,
don’t dominate the exchange.
How to Communicate More
Effectively






Understand the communication process
Minimize distractions
Adopt a receiver-centred approach
Improve your communication skills
Give constructive, not destructive
feedback
Be sensitive to business etiqette
A Quote

When people talk, listen completely.
Most people never listen.
Ernest Hemingway
Tips for Becoming an
Active Listener








Stop talking.
Establish a receptive mind-set.
Listen for main points.
Listen between the lines.
Judge ideas, not appearances
Take selective notes
Provide feedback
Use nonverbal communication effectively
Common Listening Problems





We let our attention wander
We miss the real point
We make assumptions
We let our emotions interfere
We think ahead and miss what’s being
said right now
Nonverbal Communication

The eyes, face, and body send silent
messages.




Eye contact
Facial expression
Posture and gestures
Appearance sends silent messages.


Appearance of business documents
Appearance of people
Tips for Improving Your
Nonverbal Skills






Establish and maintain eye contact.
Use posture to show interest.
Appreciate the power of appearance
Associate with people from diverse cultures
Film yourself
Get friends and family to help
Characteristics of effective
communication





Provide practical information
Give facts rather than impressions
Clarify and condense information
State precise responsibilities
Persuade others and offer
recommendations.
Cultural Awareness 1

You’re getting tired of the subject being
discussed and want to move on to a
new topic. You ask your Australian
colleague, “Can we table this for a
while?” You are very surprised when he
continues to discuss the same issue.
What’s the problem?
Cultural Awareness 2

You are going to meet a new contact in
Germany. You are only five minutes late
for the meeting, so knock on his door,
walk straight in and sit down. Then you
put your hand out and say, “Good
morning, Hans, it’s nice to meet you.”
You cannot understand his cold
response. What’s the problem?
Cultural Awareness 3

Your meeting with your Japanese
counterpart went much better than you
expected. She agreed with almost
everything you proposed. When you
give the good news to your boss, he
doesn’t appear very excited. What’s the
problem?
Cultural Awareness 4

After several exhausting and expensive
trips to China, you’ve finally signed the
agreement. However, two weeks later,
your Chinese partners are asking for
certain key parts of the agreement to
be changed. What’s the problem?