MPU 3273/ LANG 2128/ BLC 221

PROFESSIONAL
COMMUNICATION

1st Lecture 21/6/17

 Topics Covered

1. Understanding Communication

2. The Communication Process

3. Verbal Communication

4. Nonverbal Communication

5. Interpersonal Communication
Understanding Communication
 What is Communication?

Communication is the process

of transferring information and
meaning between senders and
receivers.
 What is Communication? (contd)

The essence of communication is SHARING

INSIGHTS INSPIRATION

An exchange that benefits

DATA INFORMATION both you and the people with
whom you are communicating
1. Why is Communication Important?

You can have the greatest ideas in the

world, but if you cannot express them
clearly and persuasively, they are no
good to your company or your career.
Why is Communication Important? (contd)

Top executives spend most of their time

communicating. The time they spend
using the technical skills of their
profession will be less.
Why is Communication Important? (contd)

If you learn to write well, speak well,

listen well, and recognise the
appropriate way to communicate in
any situation, you will gain a major
advantage.
 Why is Communication Important? (contd)

Effective communication helps business in numerous ways :-

Closer ties with important communities in the marketplace

Opportunities to influence conversations, perceptions and trends.

Increased productivity and faster problem solving.

Better financial results and higher returns for your investors.

Stronger decision making based on timely, reliable information.

Clearer and more persuasive marketing messages.

Communication in a Global
Business Environment
Communication in a Global Workplace Environment

Business communication skills is no longer confined to a

situation where communicators come from the same
cultural background and speak the same language.
Communication in a Global Workplace Environment
(contd)

In a global business environment, businesspeople

and professionals are likely to engage in 3 kinds of
business communication

Native Native Non-native

speaker to speaker to speaker to
native non-native non-native
speaker speaker speaker
(NS-NS) (NS-NNS) (NNS-NNS)
A Classic Example of Intercultural Miscommunication

Telex sent to a factory manager of a U.S. subsidy in Lima, Peru reads :-

Please send a headcount

of the people in your factory and in your office,
broken down by sex. Information urgent.

The local manager, a Peruvian, replied :-

Heres your headcount:

we have 30 in the factory, 15 in the office,
5 in the hospital on sick leave,
none broken down by sex.
If you must know,
our problem here is with alcohol (Axtell, 1994)
Communication in a Global Workplace Environment
(contd)

Communication barriers are obstacles

to effective communication.

Eg. nodding

In the US, it indicates In Japan, it indicates

understanding listening
The Communication Process
 The Communication Process

The process of communication involves five (5) steps

Sender Message Receiver Feedback

Sender has encodes idea travels over a decodes the travels to
an idea in message channel message the sender

Mood, Converting idea into Face-to-face, Translating message Confirms if message

background,culture, words/gestures that computer, from symbol form was received and
physical makeup, will convey meaning. telephone, letter, into meaning understood.
context of situation memorandum. (understanding
meaning).
The Communication Process
 The Communication Process

How may the sender Verbally or nonverbally

encode a message? By speaking, writing, gesturing

What kinds of channels E-mail, texts, memos, letters,

carry messages? phone
 The Communication Process

How does a receiver

Hearing, reading, observing
decode a message?

When is communication When a message is understood

successful? as the sender intended

How can a communicator Ask questions, check reactions,

provide for feedback? dont dominate the exchange
Verbal Communication
 Verbal Communication

Verbal communication is the message you send with words. Effective

verbal communication can be transmitted via spoken or written forms.
When speaking with someone, you can reduce misunderstandings by
following these guidelines:-

Use correct language eliminate slang, colloquial expressions and jargon

Speak at an appropriate speed and enunciate clearly
Encourage feedback ask probing questions
Check frequently for comprehension
Observe eye messages be alert to a glazed expression/wandering eyes
Accept blame accept responsibility for not making your meaning clear
Listen without interrupting
Smile when appropriate
Follow up in writing
 Verbal Communication

Ways to improve communication and interaction with

diverse audiences on the job :-

Understand the value of differences

Seek training
Learn about your cultural self
Check frequently for comprehension
Make fewer assumptions
Build on similarities
Nonverbal Communication
 Nonverbal Communication

Eye contact, facial expressions, posture &

gestures send silent messages.
 Nonverbal Communication

Characteristics of nonverbal communication :-

Includes all unwritten & unspoken messages.

Cues include eye contact, facial expressions, body
movements.
Nonverbal cues can reveal the real intent of a speaker.
Nonverbal cues affect how a message is interpreted.
Messages are harder to decode when verbal and nonverbal
cues do not agree.
Successful communicators recognise the power of
nonverbal messages.
 Nonverbal Communication

Tips to improve nonverbal communication skills:-

Establish and maintain good and appropriate eye contact

Use posture to show interest
Improve your decoding skills
Probe for more information
Avoid assigning nonverbal meanings out of context
Associate with people from diverse cultures
Appreciate the power of appearance
Observe yourself on video
Enlist friends and family
Social Interaction
Social Interaction
Interpersonal Communication
 Interpersonal Communication

The process of sending and receiving verbal and nonverbal

messages between two or more people.
People involved in interpersonal communication are always either
encoding or decoding meaning.
Meaning refers to the thoughts & feelings that people intend to
communicate to one another.
Encoding is the process of converting meaning into messages
composed of words & nonverbal signals.
Decoding is the process of interpreting messages into meaning.
A goal of interpersonal communication is to arrive at shared
meaning (attain the same understanding about ideas, thoughts and
feelings).
 Interpersonal Communication

Barriers (noise) that interfere with achieving shared

meaning :-

Physical Noise : External noise that makes a message to hear or

otherwise receive.

Physiological Noise : Disruption to physiological factors such as

hearing problems, illness, memory loss etc.

Semantic Noise : Communicators apply different meanings to

words/phrases.

Psychological Noise : Interference due to attitudes, ideas and

emotions - preexisting feelings/stereotypes.
 Interpersonal Communication

How is noise managed?

All outgoing messages are encoded and all incoming

messages are decoded through a filter of lifetime
experiences.
The filter is an accumulation of knowledge, values,
expectations and attitudes based on prior personal
experiences.
When people have more shared experiences, communication
is easier.
 Group Activity 1

Globalisation has accelerated

the need for professional
communication skills.

Discuss.