06/09/2011

SIMSRPGDM (FS)

BUSINESS COMMUNICATION

THIS IS A SENTENCE.

THIS IS A BLANK SLIDE.

THIS IS A

SLIDE

I just asked the candidate to draw a chair and sit down!

R.K. LaxmanTOI

We cannot approve your application for a business loan.

On behalf of XYZ bank, I regret to inform you that we cannot honor your request for a business loan at this time.

The Effective Business CommunicatorKNOWLEDGE AND SKILLS

BUSINESS COMMUNICATION

The Role of Emotional IntelligenceThe new measure takes for granted having enough intellectual ability and technical know-how to do our jobs. It focuses instead on personal qualities such as initiative and empathy, adaptability and persuasiveness.

D. Goleman

Intra-personal Communication

Nature + Nurture = What you are like as a person

Genetic characteristics Effect of your life experiences

Intra-Inter

Known to selfNot Known to selfKnown to others1. Open2. BlindNot known to others3. Hidden4. Unknown

ASSIGNMENT ONE

Communication Chain and Feedback Cycle

THE CODE

ASSIGNMENT TWO

Bernes theory of Transactional Analysis

Personality made up of 3 States of Mind:

Adult RationalParent Critical/CaringChild -- Natural/ Adapted/ Manipulative

ASSIGNMENT THREE

Kishor: Can you spare some time later this afternoon to go over the figures? I think well have to go right back to the proposal and see where we can cut things out.

Punit: Ive got to go over and see them in Finance as well as finish this report. I just cant get my head round looking at that proposal again. Cant it wait?

Kishor: No, you know what J.Ds like. Hell want to see it first thing in the morning. Ill just have to do it myself.

3 Types of Managerial BehaviourAggressive

Assertive

Passive

Harris OK Life PositionsIm OK Youre OKIm OK Youre not OKIm not OK Youre OKIm not OK Youre not OK

Sources of Power

PhysicalResourcePositionExpertPersonal

Methods of Influence (based on one or more sources)

ForceRules and ProceduresExchangePersuasionEcologyMagnetism

AggressiveAssertivePassiveYour needs and feelings at the expense of othersConfidence plus respectPut others needs before your ownForces opinions/ideas on othersNegotiates, searches for compromises, keeps true to beliefs, principlesOverruled by others opinions and ideas

AggressiveAssertivePassiveResorts to shouting/ raising voiceKeeps calmMumblesGlares, stares, points fingersComfortable eye contact, open and relaxed body languageClosed posture

Skills needed for Interpersonal Communication

Self-awarenessControlListeningFeedbackAssertivenessSummarisingClosure

Eliciting ResponsesSeeking Ideas: What do you think?

Do you think it will work?

Proposing: Shall we? I think the best plan of action is

Suggesting: What about?

Maybe we could

Building: We could then What about then using the results to

Disagreeing: I dont think that will work. Thats not the case.

Supporting: I can see that working.

Thats a good idea.

Difficulty stating: But what if? That wont work because

Clarifying/Explaining/Informing: It means that The plan is to

Seeking Clarification/information:

What would the implications be? How do you?

Likelihood of particular responses

Example:If you seek ideas it has a

60% likelihood of someone proposing19% likelihood of someone suggesting

4 Main Types of ConversationDehydrated Talk

Disciplined DebateIntimate ExchangeCreative Dialogue

TIME-OUT!!!

MISC

Technical knowledge

Emotional Intelligence

Chart1

0.9

0.1

Sucess at higher levels

Sheet1

90%10%

Sheet1

Sheet2

Sucess at higher levels

Sheet3

The Effective Business CommunicatorBusiness Knowledge and SkillsGeneralManagementSpecificTechnical knowledgeCorporate CultureDecision making skillsLeadership skillsInternational business skills

Communication Knowledge and SkillsGeneralTechnology SkillsComm. TheorySpecificMulti-directional Comm. SkillsOrganizational CommunicationsCompany communications policies

Communication NetworkFormal

Internal-Operational Communications Upward, Downward, Lateral External-Operational Communications

Informal

Personal communicationGrapevine

IOC and Information Flow

EOC: The Companys PublicsStockholders, InvestorsProfessional services: auditors, legal, advertising, financeMediaTrade Associations, CompetitorsCustomers, Clients General Public, Potential Customers, Employees, Investors

Suppliers, VendorsLegislators, RegulatorsThe CourtsForeign Governments and OfficesDistributors, Wholesalers, AgentsUnionsSubsidiariesEducational InstitutionsVoluntary Organizations

Top ManagementComms. With other Execs, comfortable with large groups, media, compelling writer and speaker

Upper ManagementEffective with outside exposure (luncheon talks, reports, spokespersons) and internally (newsletters, unions, negotiations)

Middle ManagementEffective with communications (business media, letters, memos, staff meetings)

Supervisors Can organize messages for coherence

Entry levelBasic spelling, grammar and pronunciation skills

TIME-OUT

15 MINUTES ONLY!