Business Communication & Negotiating Skills

Unit I

Tanushree Sharma

Ground Rules
Everyone has a right to his or her own opinion, and diversity of opinions is beneficial and valued. Everyone has a right to be heard without ridicule or interruption. There may be more than one right answer. Only share what you are comfortable sharing. You are in control. The groups time is valuable and tightly scheduled sharing may be limited by the constraints of the time frame Please keep your cell phones on vibratory mode Please keep your net-books switched-off unless specifically asked.

Food for thought

Emperor Frederick - the 13th century ruler of the Holy Roman Empire - wanted to know what language had been spoken at the birth of mankind in the Garden of Eden. Was it Hebrew, Greek or Latin? He ordered an experiment in which the original circumstances would be recreated as closely as possible. A group of infants were to be isolated from hearing human speech from the moment of birth until they spoke their language. The babies were to be raised by nurses who were strictly charged to maintain complete silence when with the babies. The result? Every one of the babies died.

The lack of communication can be lethal!

Importance of Communication

Importance of Communication
What Communication does for organization is what the bloodstream does for an organism Managerial Efficiency depends on communication
Realistic planning Sound Information Communication system

Leadership + Accurate Decision + Coordinated efforts + Motivation = Achievement of Objectives

For Smooth & Unrestricted running of an enterprise

RESP.

RIGHTS 1. You have the right to be treated with respect. 2. You have the right to have and express your own opinions. 3. You have the right to ask for what you need and want in order to be effective. 4. You have the right to set reasonable limits.

RESPONSIBILITIES 1. You have the responsibility to treat others with respect. 2. You have the responsibility to listen to the opinions of others. 3. You have the responsibility to acknowledge and address the needs of others. 4. You have the responsibility to respect the limits and boundaries of others.

Communication Process
An individual has an idea to communicate

Self-concept
Family Culture

Sender

Skills Feelings Attitudes Values

Individuals encode ideas according to their own unique perceptions

Communication Process
The idea is encoded

Message
Sender Receiver

The encoded idea is sent in a message to the receiver

Communication Process
Receiver decodes it according to different individual perceptions
Self-concept Family Skills Feelings

Sender

Receiver

Attitudes Culture

Values

Feedback The receiver responds with feedback

Communication Process
Channel - the means of conveying the message Channel

Message Sender Receiver

Feedback

Context

Context - the situation, environment or circumstances of the communication

Communication Process
Channel Message

Interference

Sender

Receiver

Feedback Interference changes or distorts the message Context

Communication Process
Channel Message Message Message Message Interference Sender Receiver

Feedback Feedback Feedback Feedback

Context

Communication Process

How Communication can affect Organizational Dynamics?

Consider following questions:

Does the organization encourage and reward open and honest communication?

the organization is find difficult to engage the organization maylikelyitto have a positive employees workplacehonest feedback and open and solicit environment

How Communication can affect Organizational Dynamics?

Consider following questions:

Does the organization have many closeddoor meetings?

the organizational culture maytend to be more will be one of open and flexible, encouraging spontaneous suppression and secrecy, and there will be very and trust within the organization littleongoing communication

How Communication can affect Organizational Dynamics?

Consider following questions:

Does the organization withhold information from certain levels of employees?

the organization may have a strict hierarchical the organization will typically encourage initiative and structure that creates operational silos and innovation, thus giving employees access to any information discourages innovation they need to complete their work effectively.

How Communication can affect Organizational Dynamics?

Consider following questions:

Does the organization make information available to all stakeholders?

The organization may have ahave theof power and control, the organization will culture culture of a learning and may keep a watchful eye on access to companycreative, organization, empowering employees to be information. innovative, and involved

Master of the Tea Ceremony

Once upon a time, there was an American professor who had dedicated his lifes work to the study of the Japanese tea ceremony. He was the western expert. One day he heard about an old man living in Japan who was a master of the tea ceremony. He decided to make a special trip to Japan to see him because this would be the culmination of his work. He traveled for many days until he found the master living in a small house on the outskirts of Tokyo, and after introductions, the old man invited him in for tea. The professor was so excited to meet this master, and he immediately started talking about his study of the tea ceremony, all he knew about it, and how he was looking forward to sharing his learning with the old man.

Master of the Tea Ceremony

The old Japanese man said nothing, but began pouring tea into the professors cup. While the professor talked and talked, the old man continued to pour the tea, and though the cup filled, the old man kept pouring. The tea spilled down the sides of the cup and streamed onto the floor, yet the old man did not stop pouring. Stop! said the professor. What are you doing! You cant fit any more tea into that cup! . I was just practicing, replied the wise old man, for the task of attempting to pass learning to a mind that is already full.

Insight into Self

How Communication Can Affect Organizational Dynamics?

Does the organization encourage and reward open and honest communication?