Chapter 02

Business Communication Today

- Courtland L. Bovee

- John V. Thill

- Mukesh Chaturvedi

Group Members• Aamer Mostaque Ahmed Roll - 152• Tazul Islam Roll - 133• Sujan Chandra Das Roll – 144• Khaleed Mahmood Fuad Roll - 123

Mastering Listening and Nonverbal Communication Skills, and Communicating in Teams

Improving Listening Skills

Improving Listening Skills

The art of listening depends on hearing and truly apprehending a message

Improving Listening Skills Listening- one of the most important skills in

workplace “Effective Listening” equals-

Strong “Organizational Relationship” “Enhanced Product Delivery” Alerting the organization to “Innovation

Opportunities” Managing the diverse workforce and customer base

effectively Provides “Competitive Edge”

Improving Listening Skills

Example: Carol Kobuke Nelson became president and CEO of

Seattle based Cascade Bank as she was a good listener The way to win people over is to listen to their

problems

Various Types of Listening

• People listen in variety of ways• To be a good listener, one needs to adapt the way

he/she listens to suit the situation• Major types of listening-

1. Content Listening

2. Critical Listening

3. Empathic Listening

4. Active Listening

Various Types of Listening Content Listening-

The primary goal is to understand and retain the speaker’s message

Emphasis on information and understanding-

• By asking questions to clarify materials

• Probing for details Focusing on the information; ignoring the speaker’s

limitation

Various Types of Listening

• Content Listening (Continued)-• Example:

CEO Gen-Probe Pharmaceuticals relies on content listening to gather information from the scientists as he has a business background

Various Types of ListeningCritical Listening-• The goal is to understand and evaluate the meaning

of the speaker’s message on several levels-Logic of the ArgumentStrength of the EvidenceValidity of the ConclusionImplication of the message deliveredSpeaker’s intentions and motivesOmission of important or relevant pointsLooking out for biasBeing careful to separate opinions from facts

Various Types of Listening Critical Listening (Continued)-

Be critical; and ask questions to explore the speaker’s point of view and credibility

Various Types of Listening Empathic Listening-

The goal is to understand the speaker’s feelings, needs, and wants to appreciate the speaker’s point of view regardless of whether the listener share the perspective

The way to Empathic Listening-

Various Types of Listening Empathic Listening (Continued)-Empathic Listening (Continued)-

During empathic listening one must pay attention to During empathic listening one must pay attention to feelings, needs and wants-not just the spoken wordsfeelings, needs and wants-not just the spoken words

Various Types of Listening Active Listening-• Making a conscious effort to turn of filters and biases to

truly hear and understand what the other party is saying

• Active listeners ask questions and encourage speakers

Various Types of Listening Active Listening (Continued)-

Continuous flow of feedback is necessary

Understanding the Listening Process

• “Effective Listening” involves five steps-

Understanding the Listening Process Receiving-

• Involves physically hearing the message and acknowledging it

• Physical Reception can be blocked by-Noise, impaired hearing, or inattention

• Non-verbal message also a part of this stage Decoding-

• Assigning meaning to sounds according to personal-Values, beliefs, ideas, expectations, roles, needs and

personal history

Understanding the Listening Process Remembering-

• Storing information for future processing

• First being captured in short term memory; then transferred to long term memory

Evaluating-• Evaluating message using critical thinking skills

• Separating fact from opinion

• Evaluating the quality of evidence

Understanding the Listening Process Responding-

• Reaction to message-Verbal feedback as general initial response in one on

one situationApplause, laughter or silence as general initial response

while part of an audience

Overcoming Barriers to Effective Listening

• Effective Listeners versus Ineffective ListenersEffective Listeners Ineffective Listeners

Listen actively Listen passively

Take careful and complete notes Take no notes or ineffective notes

Depending on culture, frequent eye contact with the speaker

Make little or no eye contact

Stay focused on the speaker and the content Allow their mind to wander

Mentally paraphrasing key points to maintain attention level and ensure comprehension

Fail to paraphrase

Adjust listening style to the situation Listen with the same style regardless of the situation

Give the speakers nonverbal cues Fail to give speaker nonverbal feedback

Save questions until an appropriate time Interrupt whenever disagree

Overlook stylistic differences and focus on the speaker’s message

Judgmental and influenced by stylistic differences

Make distinctions between main points and supporting details

Unable to distinguish main points from details

Look for opportunities to learn Assume they already know everything that’s important to know

Overcoming Barriers to Effective Listening Selective Listening-

Mind can process information much faster than most speakers

Listeners can process up to 500 words per minute, most speakers talk 120 words per minute

Lots of free time for brain resulted in inattention Listeners stay tuned out until hearing an attention

grabbing word or phrase By that time, the listener remembers “what he or she

thinks the speaker says” other than “what the speaker actually said”

Overcoming Barriers to Effective Listening Overcoming Selective Listening-

Making of conscious effort to focus on the speaker Using extra time to analyze the message or preparing

questions to ask

Overcoming Barriers to Effective Listening Defensive Listening-

Tuning out anything that contradicts the listeners’ view of themselves

Lack of common ground- language or experience Making up of mind before fully hearing the message

Overcoming Barriers to Effective Listening Overcoming Defensive Listening

Giving speaker the chance to confirm the message or correct any misinterpretation

Overcoming Barriers to Effective Listening Memory Barriers-

When information is crucial, don’t count on memory and record it

If information needs memorizing-One can hold information in short term memory by

repeating it silentlyOr organizing one long list of items into several short

ones

Overcoming Barriers to Effective Listening Overcoming Memory Barriers-

Four techniques to store information in long term memory:1. Associating new information with something closely

related

2. Categorizing new information into logical groups

3. Visualizing words and ideas as pictures

4. Creating mnemonics such as acronyms and rhymes

Nonverbal Communication Skill Nonverbal Communication-

• The interpersonal process of sending and receiving information, both intentionally and unintentionally, without using written or spoken language

• Nonverbal cues helps to ascertain the truth of spoken information

Nonverbal Communication Skill Three important roles of nonverbal communication:

1. Complementing verbal language- When nonverbal signal

Match words- strengthens message Don’t match words- weakens message

2. Revealing the truth Recognizing deception from nonverbal signs

3. Conveying information efficiently Can convey both nuance and rich information in a

single instant

Recognizing Nonverbal Communication

• Nonverbal signals include the following-

Recognizing Nonverbal Communication

• Nonverbal signals include the following-

Recognizing Nonverbal Communication

• Nonverbal signals include the following-

Using Nonverbal Communication Effectively Paying attention to nonverbal cues-

What is the signal the speaker is sending? A person can not be read like a book Matching nonverbal cues to the tone of the

situation The clothes one wear, the way one sit, the way one

walk also reveal the level of seriousness Asking the speaker honest and respectful question

always works

Using Nonverbal Communication Effectively Facial expression, gesture, posture, voice,

appearance, appropriate touching-everything matters

Advantages of Team

• Increased Information

Advantages of Team

• Increased Information• Diversity of Views

Advantages of Team

• Increased Information• Diversity of Views• Acceptance of a solution

Advantages of Team

• Increased Information• Diversity of Views• Acceptance of a solution• Better Performance

Disadvantages of Team

• Groupthink

Disadvantages of Team

• Groupthink• Hidden Agenda

Disadvantages of Team

• Groupthink• Hidden Agenda• Free Riders• cost

Characteristics of An Effective Team

Clear objective

Sense of purpose

Open communication

Shared decision making

Creative thinking

Conflict resolution

Factors of Group Dynamics

Team Roles

Development of a Team

Resolving Conflict

Overcoming Resistance

Assuming Team roles

Self-Oriented

Controlling

Withdrawing

Attention Seeking

Diverting

Team Maintenance

Encouraging

Harmonizing

Compromising

Initiating

Information Giving

Coordinating

Procedure setting

Task Oriented

Team Evolution

• Orientation

Team Evolution

• Orientation• Conflict

Team Evolution

• Orientation• Conflict• Brainstorming

Team Evolution

• Orientation• Conflict• Brainstorming• Emergence

Team Evolution

• Orientation• Conflict• Brainstorming• Emergence• Reinforcement

Sources of Team Conflict

Scarce resources

Task responsibilities

Incompatible ideas

Poor communication

Attitudes and values

Power struggles

Conflicting goals

Types of Team Conflict

Constructive Destructive

Win-Win Solution

Destroys morale

Exposes Issues

Win-Lose or Lose-Lose Outcome

Boosts Involvement

Generates Ideas

Diverts Energy

Divides The Team

Resolving Conflict

Proaction Communication Openness Research Flexibility Fair play Alliance

Overcoming Resistance

• Express Understanding

• Uncover Resistance

• Evaluate Objections

• Withhold Arguments

Etiquette in Team settings

Etiquette in Team settings

In the work place In the social settings

Etiquette in Workplace

In the work place

Dressing Grooming Smiling Phone skills

Dressing:

Wear well-tailored clothing that fits

well.

Dressing:

Keep buttons and hemlines in good repair.

Dressing:

Keep shoes shined and in good conditions.

Dressing:

Make sure that the fabrics you wear are clean, are carefully pressed and

don’t wrinkle easily.

Dressing:

Choose colors that flatter your height, weight, skin, tone and

style.

Grooming:

Pay attention to the cleanliness.

Shampoo frequently, keep hands and nails neatly manicured, use mouth washes and deodorant and regularly trip to hair.

Grooming:

• Avoid products with powerful scents, such as highly perfumed soaps, Colognes, Shampoos, After-shave lotions.( Allergic/ Nauseous)

Smile genuinely

Introducing

Applauding

Complimenting

Smile genuinely in

these 3 situations

Affected smile (above) Vs Genuine smile (below)

Phone Skills:

• General Tips:

Use frequent responses( ‘Oh yes’, ‘I see’, ‘That’s right’ etc).

Increase volume just slightly to convey your confidence.

Vary pitch and inflections so that you are seemed interested.

Slow down when conversing with non-native speaker.

When placing calls then please remember-

• Be ready before you call so that you don’t waste the other person’s time.

• Avoid noise.• Identify yourself and your organization.• Be sure that you have called at just time.• Don’t take too much time.• Close friendly and in positive manner and double check

all vital information.

When receiving call then please remember-

Answer with smile so that you seem to be positive and friendly.

Identify yourself and your organization.

Establish the need by asking “How may I help you?”

If you can, answer promptly and efficiently, if you can’t, tell them what you can do for them.

If you need to forward a call, then verify that the person is available and introduce the caller first.

If you take a message, be complete and accurate including caller’s name, number, organization etc.

Phone Manners

Etiquette in Social settings

Etiquettes in Social Settings

Greetings Etiquette Introducing Etiquette Dining Etiquette

Greetings EtiquetteTreat based on Culture.

e.g. Japanese show a respectful bow during greeting.

North American Show a firm hand-shake.

Greetings Etiquette

• Men and Women should shake hands on equal terms.

• Always stand when you are shaking somebody’s hand.

Introducing:

Include your brief description of your role in organization.

When introducing two other people, speak both of their first and last name clearly and try to add some information about them.

When you are introduced to someone, repeat the person’s name as soon as possible.

Dining Etiquette

• Choose foods that are easy to eat.• If drink is appropriate, save it for the end of the meal.• Leave business papers under your chair or beside

properly.• Don’t stir up emotions with politics, religions, deep

personal questions or any other topics such as jokes that may bother some people.

Don’t do this in dining table

Collaborative Writing Guidelines:

• Select collaborators.• Agree on project goal before you start.• Give your team time to bond before diving in.• Clarify individual responsibilities.• Establish clear processes.• Avoid writing as a group.• Make sure tools and techniques are ready and

compatible across the team.• Check to see how things are going along the way.

• Common Features• Add new materials• Edit existing materials

• Blogs are more suitable for personal use or for a small group

• CMS is used for data storage and retrieval

• Wiki is the best option for collaborative writing

A

B C

D E

We will meet on Friday.We will meet on Sunday.We will meet on Sunday.

CONFLICTWe will meet on Monday.

100,000 people from 160 countries- Employees- Family members- Customers

Thank You !