Business

Communication
September 2014
niv@ppm-manajemen.ac.id
Why should you CARE
about the way you
communicating?
Because it’s your
career
on the line!
Employer’s
Expectation
It’s also important for
your company.
Find out why!
relationship influence productivity

earlier decision
financial
warning making

marketing engagement
Communication in Organization: Formal
Communication in Organization:
Informal
 Let’s play a
communication
game!
Communication Process: 1

Sender has an idea

Communication Process: 2

Sender encodes the

idea to a message
Communication Process: 3

Sender produces
message in a
medium
Communication Process: 4

Sender transmits
message through a
channel
Communication Process: 5

Audience(s)
receives the
message
Communication Process: 6

Audience(s)
decodes the
message
Communication Process: 7

Audience(s)
responds to the
message
Communication Process: 8

Audience(s)
provides feedback
to the sender
 Feedback

Potential problems:

Solutions:

Sender Sender Sender The Audience Audience Audience

has an encodes produce message receive decodes responds
idea idea into message is sent the the
message in a through a message message
medium channel
Potential problems:

Solutions:
Analyze what can go wrong
(potential problems) in the
process, and propose
solutions to address the
potential problems.
BizComm 1.0 BizComm 2.0

Publication. Lecture. Conversation.

Intrusion. 1 direction. Discussion.
1 to many. Control. Permission
Low message multidirectional. 1 to
frequency. Few 1, many to many.
channels. Info Influence. High
hoarding. Static. message frequency.
Hierarchical. Many channels. Info
Structured. Isolation. sharing. Dynamic.
Planned. Isolated. Egalitarian.
Amorphous.
Collaboration.
Reactive.
Responsive.
1 of the most
essential
elements of
interpersonal
communication
Increased info & knowledge Groupthink
Increased diversity of views Hidden agendas

Increased acceptance of Cost

solutions
Higher performance levels
Let’s watch some
inspirational talks about
listening!
(Google for: Julian Treasure, ted.com, listen better)
Why we must improve listening skills?
Strengthen relationships
Expedite product delivery
Highlight opportunities
Support workplace diversity
Build foundation for trust
Enhance performance
 Types of Listening

Content Listening

Critical Listening
Active
Listening
Empathic Listening
 The Process of Listening

receiving decoding remembering evaluating responding

 Barriers to Listening

Physical elements
Selective listening
Short attention span
Prejudgment and defensiveness
Little common ground

Business Communication Today, 9e

Memory barriers © Prentice Hall, 2008
Chapter
2 - 29
Overcoming barriers to effective listening

Focus on the
Lower barriers of
speaker &
physical Be open minded
analyze what
reception
you hear

Improve your
Write down
memory
Nonverbals vs Verbals
 Recognizing Nonverbal Communication

Facial Gestures and Vocal

expressions posture characteristics

Personal Touching Use of time

appearance behavior and space

Chapte
Business Communication Today, 9e © Prentice Hall, 2008 r 2 - 33
 Recognizing Nonverbal Communication

Facial Gestures and Vocal

expressions posture characteristics

Personal Touching Use of time

appearance behavior and space

Chapte
Business Communication Today, 9e © Prentice Hall, 2008 r 2 - 34
 Recognizing Nonverbal Communication

Facial Gestures and Vocal

expressions posture characteristics

Personal Touching Use of time

appearance behavior and space

Chapte
Business Communication Today, 9e © Prentice Hall, 2008 r 2 - 35
Maximizing Nonverbal Communication
Skills

Note facial expressions

Watch gestures and postures
Listen for vocal characteristics
Recognize physical appearance
Be careful with physical contact
Observe use of time and space
Write an essay in 3-5 pages
(Arial 10, 1.5 spacing, A4):
analyzing your difficulties in the
• communication process,
• listening process and
• Nonverbals
And how you’re going to deal with
it.

Submit: 48 hours before next class

Using emails / blogs (link).
ninaivanasatmaka@gmail.com
Source:
• Business Communication Today. Bovee &
Thill. 11th ed. Pearson. (Chapter 1-2)
• All images are searched from Google
search engine.