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Module 1.

1
Communication in the
Workplace

Business Communication Hamid Nawaz


Skills for Empowering the Internet Generation
NUST Business School
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Overview
1.1
Communication in the Workplace
The importance of communication
Three forms of communication in business
Formal and informal networks
The process of communication
Basic truths about communication
Communication Barriers and Solution
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The Importance of Communication Skills as


Expressed by Business Authorities
“Top executives from Fortune 500 companies rate
communications skills as the most important quality for
business leaders.”
--Business Section
New York Times
“There may be no single thing more important in our
efforts to achieve meaningful work and fulfilling
relationships than to learn and practice the art of
communication.”
--Max De Pree, Author
The Art of Leadership
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Evidence of Communication
Weakness in Business
“I’m surprised how so many people struggle with
communication.”
--Michael Rook, Production Manager
Hewlett Packard, San Diego, CA

“The first thing the Human Resources Department did


was give me a writing book.”
--Sam Reeves, IT Consultant
AMS, Denver, CO
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Verbal and Nonverbal


Communication
 Verbal Communication
 Face-to-Face/Phone Conversations/Meetings
 E-mail/Voice-Mail Messages

 Letters, Memos, and Reports

 Nonverbal Communication
 Pictures/Company Logos
 Gestures/Body Language

 Who Sits Where/How Long a Visitor is Kept


Waiting

Slide 1-1
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Non Verbal Communication


 Appearance  Touch

 Posture  Smell

 Gestures  Color

 Facial  Numbers
Expressions  Surroundings
 Body Language

 Time

 Space
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Myths About Workplace Writing


 “Secretaries will do all
my writing.”
 “I’ll use form letters or
templates when I need
to write.”
 “I’m being hired as an
accountant, not a
writer.”
 “I’ll just pick up the
phone.”
Slide 1-2
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Internal and External Audiences


 Internal audiences  External audiences
include include
 Subordinates.  Customers/Suppliers.
 Superiors.  Unions.
 Peers.  Stockholders.
 Potential Employees.
 Government Agencies.
 The Press/General
Public.

Slide 1-3
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Basic Purposes
 All workplace communication has three
basic purposes:
 To inform.
 To request or to persuade.

 To build goodwill.

Slide 1-5
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Communication Challenges in
Today’s Workplace

Advances
Globalization
in Technology

Workforce Team-Based
Diversity Organizations
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Usage of Business Communication Channels

Writing
9%

Receiving
Sending

Speaking Listening
30% 45%

Reading
16%
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Main Forms of
Communication in Business
 Operational
 Internal
 External

 Personal

Intranets like this one from


Deere & Company are used
for internal communication.
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Communication Networks
 Formal Network
 well-established, usually
along operational lines
 planned

 Informal Network
 complex
 dynamic
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The Formal and Informal Communication Networks


in a Division of a Small Manufacturing Company
Department
Manager

Supervisor Supervisor

Black Solid Lines = Formal Network


Coral Dashed Lines = Informal Network (at a moment in time, for they change often)
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Factors Affecting Volume of


Communication in Business
 Nature of the business

 Operating plan

 People
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A Model of the Communication Process


1. A message sent by Marci arrives
in Kevin’s “sensory world.”
2. Kevin’s senses pick up the
message, but may also pick up
competing information.
3. Marci’s message is filtered
through Kevin’s unique mind
and is given meaning.
4. The meaning given may trigger a
response, which Kevin’s unique
mind forms.
5. Kevin sends the message to
Marci. It enters her sensory
world, and a second cycle
begins.
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A Model of the Communication Process


(continued)
1. A message sent by Kevin arrives
in Marci’s “sensory world.”
2. Marci’s senses pick up the
message, but may also pick up
competing information.
3. Kevin’s message is filtered
through Marci’s unique mind and
is given meaning.
4. The meaning given may trigger a
response, which Marci’s unique
mind forms.
5. Marci sends the message to
Kevin. It enters his sensory
world, and another cycle begins.
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18

How Oral and Written


Communication Differ
Written communication
 is more likely to involve creative effort,

 has longer cycles,

 and usually has fewer cycles.


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Some Basic Truths about


Communication
 Meanings sent are not always received.

 Meaning is in the mind.

 The symbols of communication are imperfect.


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Communication Barriers

 Perception and language

 Restrictive environments

 Distractions

 Deceptive tactics

 Information overload
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Overcoming Barriers

Audience-Centered Open
Approach Communication

Ethical Efficient
Communication Messages
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Audience-Centered
Approach
Biases

Education

Age

Status

Style
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Communication Climate

Overall Structure Corporate Culture Level of Feedback

Flat More Open High

Tall Less Open Low


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Ethical Recognize
Communication Ethical Choices

Make
Ethical Choices

Motivate
Ethical Choices
Business Principles
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Efficient Messages Send Fewer


Messages

Minimize
Distractions

Develop
Communication
Concise Business Communication
Skills
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Adaptation
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Assessment technique
 Allocate time and effort to Study Book, Selected Readings,
Text and assessment preparation
 Ask questions (about your study)
 Before responding to assessment requirements:
 1. Read the question and think about it
 2. Identify keywords (i.e. ‘what is this about?’)
 3. Identify and understand action verbs (i.e. ‘what am I expected to
do?’)
 4. Plan response around 1., 2. and 3.
 5. Respond to the assessment task.
 Do not ‘study’ past Assignments – study the course materials!
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Online Assignment Submission


 Log on at http://www.turnitin.com/login_page.asp
 Click on Create a User Profile
 Click on Student
 Enter Class/Section ID : Enter Password :
 Fill in the other required details and create your account
 First Assignment Instructions have been uploaded.
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Success!
 S= f (T*E+A)
 Success is a function of Time, Effort and Ability

 Ability is relatively constant over the short-term for


each individual (constant)
 Only time and effort are discretionary (variables)
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Time management
 24 X 7= 168 hrs/week
 How do you spend this time?
 Make an allotment for:
 Work
 Eating
 Leisure/interests
 Daily routine
 Rest/sleep
 Relaxation (!?)
 Household duties
 Relationships
 On-campus commitments
 Travel
 Study
 Everything else ___________
 Total _____168_
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Time plan
 Allocate the tasks/responsibilities (168 hours) to the
seven days of the week
 Stick to the plan!
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“Writing is thinking on paper. Anyone


who thinks clearly should be able to
write clearly about any subject at all.”
--William Zinsser, Author
On Writing Well

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