Business Communication

1. Context What factors are relevant to this situation.

2. ObjectiveWhat do I want to accomplish in this situation.

3. ApproachWhich is the Better way of doing it.

4. TechniqueWhat specific methods should I use to solve it.

Dimensions of Communication

Verbal

Non verbal – Body Language +Tone

Listening

Asking Questions

Feedback – asking and giving

Assertive Communication

Communication :Leadership responsibilityof creatingUnderstandingandTrust

Listening Feedback

Semantics Tune to receiver

Lack of Planning: Who, When, Where,Objectives,Options What,Why, How

Failure to see Need Awareness

Assumption Facts

Self-Interest Empathy

Emotional Intelligence

The Competence FrameworkPersonal competence

These competencies determine how we manage ourselves.

Self awareness

Self-Regulation

Self Motivation

Social Competence

These competencies determine how we handle relationships.

Social Awareness and Empathy

Social Skills

Self-Awareness

Knowing one’s internal states, preferences, resources and intuitions

Emotional Awareness

Accurate Self-assessment

Self-Confidence

Self RegulationManaging one's internal states,

impulses, and resources

Self-control

Trustworthiness

Conscientiousness

Innovation

Adaptability

Self Motivation

Emotional tendencies that guide or facilitate reaching goals

Achievement drive

Commitment

Initiative

 Optimism

Social Awareness &Empathy

Awareness of other's feelings, needs and concerns–Understanding Others

–Developing others

–Service orientation

–Leveraging diversity

–Political awareness

Social SkillsCommunication

Conflict Management

Change Catalyst

Building Bonds

Collaboration and Cooperation

Team Capabilities

Influence

Leadership

1. The process of using our Eyes, Ears and Mind to Understand Meanings and Feelings.

Nonverbal Do’s and Don’ts for the Listener

1. Pay attention/Concentrate

2. Maintain Eye contact

3. Show Interest by Appropriate gestures –

- Nodding, Smiling

4. Encourage the speaker by words/sounds-

- “I see, yes, really, go on, Hmmm, Correct, Is it? “

5. Don’t Interrupt

1. Mirror content- Repeating important words, phrases or sentences used by the speaker.

2. Rephrase/Paraphrase/Summarise the content- Putting speaker’s meaning into your own words.

3. Reflect feeling- Paying attention to speaker’s feeling not just words and conveying the same to the speaker.

4. Rephrase the content and Reflect the feeling- Includes both 2nd and 3rd stages.

Nonverbal Do’s and Don’ts for the Listener

1. Pay attention/Concentrate

2. Maintain Eye contact

3. Show Interest by Appropriate gestures –

- Nodding, Smiling

4. Encourage the speaker by words/sounds-

- “I see, yes, really, go on, Hmmm, Correct, Is it? “

5. Don’t Interrupt

Feedback

1. Make it Specific not vague

2. Focus on behaviour not personality

3. Keep it positively worded not negatively

4. Use words like “more, less, better” not “good, bad”

5. Convey what you have observed not passing judgement

Empathic Listening Shows Responses that Indicate

Understanding

Empathic Listening Shows Responses that Indicate

Understanding

• I hear what you are feeling

• I understand what you are seeing

• I am interested and concerned

• I have no desire to change you

•You can feel free in my presence

• I don’t judge or evaluate you