![Page 1: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/1.jpg)
Business Communication
![Page 2: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/2.jpg)
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.
![Page 3: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/3.jpg)
Dimensions of Communication
Verbal
Non verbal – Body Language +Tone
Listening
Asking Questions
Feedback – asking and giving
Assertive Communication
![Page 4: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/4.jpg)
Communication :Leadership responsibilityof creatingUnderstandingandTrust
![Page 5: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/5.jpg)
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
![Page 6: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/6.jpg)
Emotional Intelligence
![Page 7: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/7.jpg)
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
![Page 8: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/8.jpg)
Self-Awareness
Knowing one’s internal states, preferences, resources and intuitions
Emotional Awareness
Accurate Self-assessment
Self-Confidence
![Page 9: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/9.jpg)
Self RegulationManaging one's internal states,
impulses, and resources
Self-control
Trustworthiness
Conscientiousness
Innovation
Adaptability
![Page 10: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/10.jpg)
Self Motivation
Emotional tendencies that guide or facilitate reaching goals
Achievement drive
Commitment
Initiative
Optimism
![Page 11: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/11.jpg)
Social Awareness &Empathy
Awareness of other's feelings, needs and concerns–Understanding Others
–Developing others
–Service orientation
–Leveraging diversity
–Political awareness
![Page 12: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/12.jpg)
Social SkillsCommunication
Conflict Management
Change Catalyst
Building Bonds
Collaboration and Cooperation
Team Capabilities
Influence
Leadership
![Page 13: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/13.jpg)
1. The process of using our Eyes, Ears and Mind to Understand Meanings and Feelings.
![Page 14: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/14.jpg)
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
![Page 15: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/15.jpg)
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.
![Page 16: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/16.jpg)
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
![Page 17: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/17.jpg)
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
![Page 18: Business Communication 1.Context What factors are relevant to this situation. 2.Objective What do I want to accomplish in this situation. 3.Approach](https://reader035.vdocuments.us/reader035/viewer/2022072015/56649ebd5503460f94bc76cc/html5/thumbnails/18.jpg)
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