Business Communication

Business Correspondence Communication definition, functions, types of communication; paralanguage, body language

- Communication Styles: Agressive, Passive, Passive Agressive and Assertive Communication - Communication models

Communication an important tool of the modern manager

1st Semester Managerial Communication

Intercultural communication Team building skills Conflict management and conflict resolution Leadership development Communication Enhancement . technological development, Powerpoint presentations 2nd Semester Marketing and Advertising Communication

Integrated Marketing Communication (IMC) Consumer Behavior Persuasion in Marketing Public Relations Sales Promotion and Management Advertising Management Course Objectives

1. Define the term communication. 2. Explain the different types of communication: verbal and nonverbal communication; formal informal communication. 3. Explain in detail the category of nonverbal communication with its subcategories. 4. Present and explain the term paralanguage. 5. Offer details about formal and informal communication. 6. Communication styles: passive; aggressive, passive-aggressive and assertive. Communication - definition

Communication is a process that involves exchange of information, thoughts, ideas and emotions. Communication involves the sender and the receiver of the message. Depending on the channel and style of communication, there can be various types of communication.

Communication refers to the process of human beings responding to the () symbolic behavior of other persons. Types of Communication Based on Communication Channels Verbal Communication

Written Via snail mail Via e-mail

Oral spoken words in the communication process.

face-to face conversations

Types of Communication Based on Communication Channels

Non-verbal Communication

Body Language

- body postures

- hand gestures - body movements

Pictorial representations Signboards Photos, sketches, paintings

Albert Mehrabian, in his study Nonverbal Communication, supports a very interesting point of view, according to which the total impact of a message is represented by the equation: Impact = 0.07 verbal + 0.38 vocal +0.55 facial/body

7% of the message is verbal , while 93% is body language, facial expressions and vocal elements. Categories of nonverbal communication

Martin Hayes refers to:

Kinesics Paralanguage Proxemics

Goldhaber comes with a different division:

Body Voice

Environment

Ekman and Friesen have come up with a classification of the body language into 5 categories:

Emblems gestures with a pre-understood meaning Illustrators body movements Affect displays facial motions Regulators head or eye movements Adaptors subconscious movements (scratching ones nose, uncontrolled movements with the fingers, etc.)

Paralanguage

a. Voice qualties: rythm, pitch, volume, tempo b. Vocal characteristics: grunts, coughs, yawns, laughs, etc.

a. Vocal quantifiers: variations in volume and tone b. Vocal isolators: pauses ad silence

The environment (the proxemics)

When communicating, people need vital space asn follows: An intimate zone up to 45 cm. A personal zone from 45 cm to 1.2 m. socia;l space 1.2 3.6 m. Public space more than 3.6 m. When people do not take into consideration the space limits people tend to be nervous, embarrased or the communication channel is closed. Types of Communication Based on Style and Purpose

Formal Communication

Instances where communication occurs in a formal format. Business or corporate communications, such as:

written memos, corporate letters, conferences.

The style is very formal and official. Types of Communication Based on Style and Purpose

Informal Communication

Instances of free unrestrained communication between people. It occurs between friends and family members. Does not have rigid rules and guidelines. Informal conversations dont have boundaries of time, place or subject matter. Communication Styles

Aggressive Passive Passive-Aggressive Assertive Communication Which is the Best Style?

All styles have their proper place and use. Assertive communication is the healthiest. Boundaries of all parties are respected. Easier to problem-solve; fewer emotional outbursts. It requires skills and a philosophy change, as well as lots of practice and hard work. When both parties do it, no one is hurt in any way and all parties win on some level.

Communication Styles Passive Definition Communication style in which you put the rights of others before your own, minimizing your own self worth

Assertive Communication style in which you stand up for your rights while maintaining respect for the rights of others

Aggressive Communication style in which you stand up for your rights but you violate the rights of others

Implications to Others

my feelings are not important I don't matter I think I'm inferior apologetic overly soft or tentative voice looking down or away stooped posture, excessive head nodding

we are both important we both matter I think we are equal

your feelings are not important you don't matter I think I'm superior you statements loud voice

Verbal Styles

I statements firm voice looking direct relaxed posture, smooth and relaxed movements

Non-Verbal Styles

staring, narrow eyes tense, clenched fists, rigid posture, pointing fingers

Potential Consequences

lowered self esteem anger at self false feelings of inferiority disrespect from others pitied by others

higher self esteem self respect respect from others respect of others

guilt anger from others lowered self esteem disrespect from others feared by others

by Christopher L. Heffner, M.S. Aggressive Communication

You choose and make decisions for others. You are brutally honest. You are direct and forceful. You are self enhancing and derogatory. You are a win-win business partner.

You feel righteous, superior, controlling later possibly feeling guilt. Others view you as angry, vengeful, and fearful. Examples of Aggressive Communication

I dont know why you cant see that this is the right way to do it. Its going to be my way or not at all. Youre just stupid if you think that will work. That kind of logic will sink the company. Who cares what you feel. Were talking about making things work here.

Passive Communication

You allow others to choose and make decisions for you. You are emotionally dishonest, indirect and self denying; you are inhibited. If you get your own way, it is by chance. You feel anxious, ignored, helpless, manipulated, angry at yourself and/or others. Others view you in the exchange as a pushover and that you dont know what you want or how you stand on an issue. Examples of Passive Communication

I dont know. Whatever you think. You have more experience than I. You decide. Ill go with whatever the group decides. I dont care. It doesnt matter to me. Yes, yes, yes, yes, yes, yes, yes. . . NO! Passive-Aggressive Communication

You manipulate others to choose your way. You tend towards indirectness with the air of being direct. If you dont get your way youll make snide comments or pout and be the victim. You feel confused, unclear on how to feel, youre angry but not sure why.

Your underlying belief is that you need to fight to be heard and respected. If that means you need to manipulate, be passive or aggressive, so be it. Assertive Communication

You are direct, self-respecting, self expressive and straight forward. You convert win-lose situations to win-win ones. You are willing to compromise and negotiate. You feel confident, self-respecting, goal-oriented, valued. Others view you with respect, trust and understand where you stand. The outcome is determined by above-board negotiation. Your rights and others are respected. Examples of Assertive Communication

So what youre saying is. . . . I can see that this is important to you, and it is also important to me. Perhaps we can talk more respectfully and try to solve the problem. I think. . . I feel. . . I believe that. . . . I would appreciate it if you. . . Assertiveness Skills I - Persistence

1. Stay focused on the issue do not get distracted, defensive, or start justifying yourself. 2. Repeat the bottom line to keep the conversation on track and your issues on the table (e.g., I understand that, however we are talking about. . .). 3. Alternative styles would withdraw or would escalate this to a battle of wills that would override compromise. II - Objectivity 1. Focus on the problem, not on the emotions that often accompany and cloud problems. Postpone discussion if emotions cannot be contained. 2. Use the validation skill (next) to handle others emotions so you can focus on objective issues. III - Validation

Allow people to have their experience, but try to move beyond it to a discussion about the problem.

You do not necessarily have to disagree or agree peoples perspectives are important, but they are not the heart of the issue, so dont make a battle over them. Validate them and get to the issue. If thats how you see it, thats fine. I can see that this upsets you, and from your perspective, I can see why. Now, what can we do to make this better for both of us? IV - Pumping the Negatives

When criticized, ask for more negative feedback do so assertively, as though you are trying to learn more about how to be better in that area (and in fact, that should be your goal). E.g., Tell me more about what is bothering you about my report. Stay task oriented!!! If you slip into emotions and get offended, you lose. Pump practical negatives (not baseless criticisms) and how your actions can be improved to help solve the problems. Summary

Every time we decide to communicate with another person, we select a style of communication. Notice yours, and notice theirs. Being assertive is not synonymous with an anger management problem it is protecting your rights without violating others. Summary, cont.

Get ALL the facts you can before you pass judgment. Assertiveness allows you to face confrontation in a healthy way and without getting overly emotional. People are not difficult. They only seem difficult to the extent that we do not have the skills to deal with what they bring to the table. It is our lack of knowledge that makes the situation difficult.