"Rewriting in Business Communication"
Narendra Kumar COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER. COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS. Effective Communication is crucial for all areas of life to maintain good relationship Between husband & wife Between parents and children Between teacher and students Between doctor and patient Between employer and employee Between colleagues Between every level of an organization Etc, etc No matter how brilliant and invaluable your idea, it is worthless unless you can share it with others Effective communication is crucial at every level of an organization To effectively communicate a complex idea, requires skills beyond elementary conversation Communication is a two-way process involving an exchange of ideas Communication is Effective if the message received is the same as message sent PERSONAL PROCESS OCCURS BETWEEN PEOPLE INVOLVES CHANGE IN BEHAVIOUR MEANS TO INFLUENCE OTHERS EXPRESSION OF THOUGHTS AND EMOTIONS THROUGH WORDS & ACTIONS. TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE. IT IS A SOCIAL AND EMOTIONAL PROCESS. What are the most common ways we communicate? Written Word An interaction where both participants are present Tend to use informal vocabulary The interruptions and overlaps are common Characterized for being Dynamic Is spontaneous and instant Give the opportunity to rethink or rephrase the utterance The writer is usually distant from the reader, so no visual cues and no immediate feed back Use formal vocabulary, including words which are not normally used in spoken language There is time lag between production & reception Organized and compact expression due to careful sentence structure The Communication Process Medium Barrier SENDER RECEIVER (encodes) (decodes) Barrier Feedback/Response Sender: Why to communicate? What to communicate? Usefulness of the communication. Accuracy of the Information to be communicated Encoding: • The process of transferring the information you want to communicate into a form that can be sent and correctly decoded at the other end. • Ability to convey the information. • Eliminate sources of confusion. For e.g. cultural issues, mistaken assumptions, and missing information. • Knowing your audience. Medium (Communication Channels) Verbal Communication Channels ◦ Face-To-Face meetings, ◦ Telephones, ◦ Video Conferencing. Written Communication Channels ◦ Letters, ◦ e-Mails, ◦ Memos, ◦ Reports. Receiver Effective Decoding: • Listen actively • Reading information carefully • Avoid Confusion • Ask question for better understanding Influence on Receiver: • The prior knowledge can influence the receiver’s understanding of the message • Blockages in the receiver’s mind • The surrounding disturbances Feedback: Feedback can be: Verbal Reactions and Non-Verbal Reactions. Positive feedback and Negative feedback. Strengths and Weaknesses Verbal Communication: Strength - Role of Body Language Weakness - Not possible to give long list of directions Written Communication: Strength - A proof of a communication Weakness - Written words does not show a person’s actual feelings Barriers to Communication Internal Barriers • Fatigue • Poor listening skills • Attitude towards sender • Lack of interest in message • Fear • Mistrust • Problems at home • Negative attitude Barriers to Communication (contd.) External Barriers • Noise • Distractions • Email not working • Bad phone connections • Environment • Language differences Hearing Vs Listening Hearing • Physical process • Natural • Passive Listening • Physical as well as mental process • Active • Learning process • A skill . Value of Listening Listening to others is an elegant art. Good listening reflects courtesy and good manners. Listening carefully to the instructions of superiors improves competence and performance. The result of poor listening skill could be disastrous in business, employment and social relations. Good listening can eliminate a number of imaginary grievances of employees. Good listening skill can improve social relations and conversation. Listening is a positive activity rather than a passive or negative activity. Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform, to offer feed back, approval, to highlight problems etc. Upwards Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals. Lateral or Horizontal Communication : Among colleagues, peers at same level for information sharing, for coordination, to save time. Business Communication is incomplete without Planning Writing Completing Planning Study or analyze your purpose Prepare your layout for writing schedule Identify your audience Investigate about your audience need Always adapt the right medium Writing Define the main idea Collect all points on that idea Choose direct or indirect approach Choose good words carefully so that you can create effective sentences Completing Evaluate content Review your readability Rewriting for clarity Business Communication Process can be divided into six phases: 1. Sender has an Idea 2. Sender encodes Idea 3. Sender transmits message 4. Receiver gets message 5. Receiver decodes message 6. Receiver sends feedback An Active Listener An Effective Presenter A Quick Thinker A Win-Win Negotiator Speaking ◦ Know what you want to say ◦ Control Fear ◦ Stop Talking and Listen ◦ Think before you talk ◦ Believe in your message ◦ Repeat Major Points ◦ Find out what your Listener wants Tips to improve Communication (contd.) Body Language • Keep appropriate distance • Touch only when appropriate • Take care of your appearance • Maintain eye contact • Smile genuinely Techniques ◦ Reduce Jargon ◦ Use Humor ◦ Ask for feedback ◦ Increase your vocabulary ◦ Watch your tone Listening ◦ Prepare to Listen ◦ Focus on the Speaker ◦ Screen Out Distractions ◦ Concentrate on the Message Speaking and Listening ◦ Ask Questions ◦ Avoid Daydreaming ◦ Accept Accents ◦ Use mind mapping Speaking and Writing ◦ Get to the Point ◦ Explain Abstract words ◦ Ask for what you want ◦ Illustrate with personal examples ◦ Express Emotion ◦ Keep it simple ◦ Take notes ◦ Use Short Sentences General Tips ◦ Be receptive to New Ideas ◦ Respect the Other Person’s Point of View ◦ Use Good Manners ◦ Avoid Words that Hurt ◦ Handle Disagreements with Tact ◦ Understand the Importance of Timing ◦ Present a Good Personal Image Success for YOU… …in the new global and diverse workplace, requires excellent communication skills! Questions