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Business Communication
Effective Communication
• Quicker problem solving
• Stronger decision making
• Increased productivity
• Steadier work flow
Effective Communication
• Stronger business relationships
• Clearer promotional materials
• Enhanced professional image
• Improved stakeholder response
Characteristics
of Effective Messages
• Nonverbal
– Less structured, harder to classify
– More spontaneous, less control
• Verbal
– More structured, easier to study
– Conscious purpose, more control
Usage of Business
Communication Channels
• Listening 45%
• Reading 16%
• Speaking 30%
• Writing 9%
The Listening Process
• Receiving
• Interpreting
• Remembering
• Evaluating
• Responding
Barriers to Listening
• Prejudgment
• Self-centeredness
• Selective listening
Active Listening
• Find areas of interest
• Focus on content
• Hold your fire
• Listen for ideas
• Take selective notes
Active Listening
• Work at listening
• Block competing thoughts
• Paraphrase the speaker
• Stay open-minded
• Stay ahead of the speaker
Preparing for Meetings
• Decide on the purpose
• Select participants
• Choose the location
• Set and follow an agenda
Effective Meetings
• Focus
• Procedures
• Participation
• Closing
• Follow-up
Receiving Telephone Calls
• Answer promptly
• Identify yourself
• Establish rapport
• Be positive
• Take messages
• Explain your actions
Making Telephone Calls
• Get ready
• Schedule the call
• Minimize distractions
• Introduce yourself
• Maximize your time
• Maintain focus
• Use a positive close
Using Voice Mail
• Minimize time zones
• Reduce paperwork
Effective
Voice Mail Greetings
• Be brief and accurate
• Sound professional
• Keep callers in mind
• Make options helpful
• Update your greetings
• Respond to calls promptly
Effective
Voice Mail Messages
• Keep the message simple
• Sound professional
• Avoid personal messages
• Replay the message
• Avoid multiple messages
• Don’t hide behind voice mail
Communication Challenges in Today’s
Workplace
• Advances in technology
• Globalization
• Workforce diversity
• Team-based organizations
Internal Communication
• Official structure
– Formal chain of command
– Up, down, across formal power lines
• The grapevine
– Informal networking
– Unofficial lines of power
External Communication
• Formal contacts
– Marketing
– Public relations
• Informal contacts
– Employees
– Managers
The Communication Process
• Facial expressions
• Gestures and posture
• Vocal characteristics
• Personal appearance
• Touching behavior
• Use of time and space
Maximizing Nonverbal
Communication
• Avoid conflicting signals
• Strive for honesty
• Smile genuinely
• Maintain eye contact
• Be aware of posture and gestures
• Use appropriate vocal signals
Maximizing Nonverbal
Communication
• Know your audience
• Acknowledge comfort zones
• Shake hands appropriately
• Respect varying attitudes about time
• Use touch carefully
• Be aware of false cues
Communicating in Teams and
Mastering Listening and Nonverbal
Communication Skills
Exercise: