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International Edition
Herta A. Murphy
Herbert W. Hildrandt
Jane P. Thomans
08/16/161
Effective Business Communication
Communication:
• Is the process of sending and receiving messages,
whether you are exchanging e-mail, giving a formal
presentation or chatting with co-workers.
Effective Communication
• Producing the intended result.
• When other understand your message correctly
and respond to it the way you want them.Business
Business: the activity of buying, selling, or supplying goods or services for money legally.
3
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WWhathat Is B Is Businessusiness C Communication?ommunication?
Business communication is the communication required in order to make business deals.
Definitions and their Analysis:
Communication is the various processes, both formal and informal, by which information is passed between the managers and employees within a business, or between the business itself and outsiders.
Business
Outsiders
Within:
Up Ward
Down ward
Horizontal
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Directional Differences
Upward Communication
Messages from employees to management Downward Communication
Messages from management to employees Horizontal Communication
Messages sent between peers
Definitions and their Analysis:
Communication is a two way process of transmitting and receiving verbal and nonverbal messages.
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Definitions and their Analysis:
Dialogue
Communication is a dialogue, not a monologue. In fact, communication is more concerned with a dual listening process."
Monologue
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Verbal communication08/16/169
Oral
Videoconferences
Presentations
Phone calls
Meetings
One-on-one conversations
Written
Miscellaneous
Reports
Letters
Memorandums
Verbal CommunicationVerbal Communication refers to the spoken or written words you send or receive.
Nonverbal communication08/16/1610
1. Body Language
Touch
Gesture
Posture
Appearance
2. Facial Expressions
Eye Contact
Nonverbal communicationNonverbal communication refers to messages without the use of words.
3. Vocal Cues
Volume
Rate
Pitch
Volume
Rate
Pitch
4. Space and Time
HOW BODY LANGUAGE
COMMUNICATES
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1.Facial Expressions
The eyes and face are especially helpful means of communicating nonverbally.
2.Gesture,Posture & MovementsPosture, Gestures & Body Movements convey message & add to or subtract your oral message.
Video\Facial Communication .flv
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HOW BODY LANGUAGE
COMMUNICATES
3.Voice And Sounds– Paralanguage – Sound of the
voice– The pitch, rate and volume
make you sound more expressive
– To develop an effective speaking voice…• use effective pitch• Speak with a correct rate
and slowly enough so you can be understood
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Body Language is Everybody’s First Language
From birth, before learning to speak, humans develop body language skills
Specifically, ATTENTION is what we learn first
Crying, making noise, and sudden movements are all babies’ attempts to gain attention
Legs & Feet
* In Asia and some European countries, putting feet up on a desk or any other piece of furniture is very disrespectful.
* Sitting cross-legged, while common in North America and some European countries, is very impolite in other parts of the world.
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Hands
* The Italian “good-bye” wave can be interpreted by Americans as the gesture of “come here.”
* The American “good-bye” wave can be interpreted in many parts of Europe and Latin America as the signal for “no.”
* For greeting and farewell* Handshaking
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Hands
Friends put hands on each other to show closeness.
* Hand-holding among the same sex is a custom of special friendship and respect in several Middle Eastern and Asian countries.
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* Right hand. The right hand has special significance in many societies. In certain countries in the Middle East and in Asia, it is best to present business cards or gifts, or to pass dishes of food, to get an attention, using only the right hand or both.
* Left hand is considered unclean in much of the Middle East and in parts of Indonesia.
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Hands
Fingers
* The “O.K.” signal. (the thumb and forefinger form a circle) means* “fine,” or “O.K.” in most cultures,* “zero” or “worthless” in some parts of Europe* “money” in Japan* an insult in Greece, Brazil, Italy, Turkey, Russia
and some other countries
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