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Communication for successful business

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Communication definedCommunication is any behaviour, verbal or nonverbal, that is seen/heard/felt by another person.

It may include Knowledge, feelings or thoughts

Meaning is given to this message as the receiver interprets the message.

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Communication People• Successful People are communication-oriented.

• They show empathy, awareness, and concern for others.

• They are aware of their own concerns and needs.

• They use good listening skills.

• They are open, approachable and supportive of others.

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Types of communication

1. Verbal communication (using words)

2. Nonverbal communication (using facial expressions, body movement, posture and dress)

3. Graphic communication (using shapes, diagrams pictures, images and lines)

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Forms of communicationIntrapersonal communication - communication within yourself (conversations in your mind, emotions, dreaming, etc)

Interpersonal communication - communication with another person (inter = between) one to one

Group communication - communication with members of a group , one to many. May be a private group or public group.

Mass communication - communication in TV, radio, newspapers and the Internet, to inform, entertain or persuade us.

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The communication processCommunication is an interactive process. It has seven main elements:

1.Sender2.Message3.Receiver4.Feedback5.Channel6.Context of setting7.Interference or noise What does each term mean?

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Spoken communication

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The communication process1. Communication begins with the sender

2. The message goes from the sender to the receiver

3. The receiver decodes or interprets the message to achieve understanding according to their background or experiences, beliefs, culture, concerns, etc.

4. Feedback from the receiver to the sender is an essential part of effective communication. It gives the sender information on the success (or not) of the communication

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The communication process5. The Channel is the method used, such as telephone call,

email, presentation, radio or TV programme etc.

6. Context is the situation, within which communication takes place. It affects how the message is sent and received.( Such as, at work, at home, in a nightclub)

7. Interference or noise – Anything that makes it difficult to send/receive the message.

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If it’s more complicated…

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Communication barriers

Communication barriers occur as a result of a misunderstanding or misinterpretation of the message.

These barriers can be caused by the sender, the receiver, lack of feedback, a poor choice of channel, the wrong context or any other element in the communication model.

In your group decide on some common barriers within the Sender, the Receiver and in the mediums between them

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The communication process – a model

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Causes of communication barriers• Inappropriate choice of words

• Inappropriate channel

• Inappropriate message

• Receiver inattention

• Lack of courtesy by the sender or the receiver

• Nonverbal communication that does not support the words

• Different cultural backgrounds

• Poor layout and presentation

• Inappropriate timing

• Inadequate feedback

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Communication barriersCause of barrier Outcome Strategies to avoid

barrierDifferences in perception People often see and

interpret the same event or action in a different way

Listen carefully. Speak clearly. Ask questions. Give feedback.

Different attitudes and values

People often form different interpretations

Listen carefully. Speak clearly. Ask questions. Give feedback.

Inconsistency between spoken and nonverbal communication

Poor communication and confusion due to an ambiguous message

Match the verbal and nonverbal parts of the total message.

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Communication barriers contd.Cause of barrier Outcome Strategies to avoid barrier

Withholding information Others operate with only part of the message so mistakes are more likely to occur

Plan and structure the message to include all necessary information

Passing judgement by telling people their reaction is stupid

The receiver can become angry and retaliate

Listen actively. Ask questions. Give feedback.

Dismissing others’ concerns or points of view

The receiver may withdraw

Listen carefully. Show you are aware of the other’s point of view. Ask questions

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Some cultural considerations

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Part of the powhiri is the hongi – pressing of the nose.

In some cultures, it is not appropriate for a woman to touch another man in such a way.

For your assessment, you need to consider all aspects of the powhiri & think about the culture that your visitors are coming from – what might be confusing/upsetting to them?

Example of cultural issues

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Communication in the workplace• Information flow (internally and externally) is crucial to the success of any organisation.

• Communication between colleagues – gather, record and convey information. Give and follow instructions.

• Communication by leaders and managers – to control, motivate and balance needs and goals of the organisation.

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Internal organisational communicationCommunication skills and social processes needed for internal organisational communication to :• Be aware of organisational culture and able to operate effectively in the organisation.• Presentation skills for meetings• Discussion & negotiation skills• Report writing and other documentation• Understanding organisational email & internet policy

Source: Barnet, S., & O’Rourke, S. Communication organisation and innovation. (2006). Auckland, NZ:Pearson. pp 15-16.

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External organisational communicationAbilities and skills of external organisational communication:

• writing content for online media• writing external emails and letters• public relations• customer service and managing client relationships

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Individuals coming together with a common purpose and the same role causes a group.

e.g. . Protest march, concert audience

Individuals who come together and work on a common purpose indifferent roles is a team.

e.g. Sports teams, Military units.

IndividualsGroupsTeams

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Based on trusting your team mates.

How to trust ?Set clear expectations/guidelines for ‘how we work’.Think about being in a team – not the assignment.Forming, norming, storming performing, adjourningJohari window

Teamwork

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•Forming–Coming together into a ‘team’. Colliding.

•Norming–Sharing/enjoying ‘things in common’. Bonding.

•Storming–Sharing/tolerating ‘differences’. Reacting.

•Performing–Accepting and working with each other. Compounding.

•Adjourning–Ending teamwork, learning from feedback. Reacting.

Five Stages of team development

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Johari Window

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Poor communication/ManagerEarly stage team member

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Ideal communication/ Manager Late stage team member

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Changes with Individual as group moves to being a team

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TELL others what you want them to know about youPush OPEN area into BLIND area

ASK others what you need to know about yourselfPush OPEN area into HIDDEN area

Group work series of videos at http://www.learnhigher.ac.uk/groupwork//episodes.php

How to do it ? . . .