Download - Smilja Sindjelic - Communication
![Page 1: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/1.jpg)
1
Introduction into communication
• Communication and its elements• Methods of training – our way in
which we will work and the reasons for working in that way
Oktobar 2008. Kragujevac
![Page 2: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/2.jpg)
Methods of work on training
• Interactive work, active participation
• Learning with experience
• Many ways and methods of work (games, group work, team work, roll play, study of chance,examples of good practice, group discussions
2Oktobar 2008. Kragujevac
![Page 3: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/3.jpg)
Why this way of working?
• “I heard and forgot,
• I saw and remembered,
• I did and understood.”
Old chinesse saying
3Oktobar 2008. Kragujevac
![Page 4: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/4.jpg)
The need for knowledge • Do you believe in the so called
intellectual profit?• Kompanija Microsoft u vrednosti svoje deonice nominalne
vrednosti 70 dolara samo 7 dolara predstavlja knjižnu tj. vidljivu vrednost dok sve ostalo otpada na nevidljivu vrednost koju najvećim delom čini znanje.
• Human knowledge has doubled from 1900 to 1950. From then, human knowledge doubles every five to eight years . (Stanford University research, USA)
• In most professions, knowledge doubles every couple of years, which means that the knowledge of every one of us has to double every two to three years just to keep up with the rest of the world.
4Oktobar 2008. Kragujevac
![Page 5: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/5.jpg)
SUBJECTS• What is communication at all and what is
business communication?• What is its function?• What are the basic ways of
communication or what are all the ways in which we communicate?
• How does communication work and what are the key elements of its flow?
5Oktobar 2008. Kragujevac
![Page 6: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/6.jpg)
6
Goals of day oneGoals: • Understanding communication, the
process of communication and its functions, especially its role in achieving business goals.
• Understanding the elements of the process of communication and its back fall, especially in the business communication
Oktobar 2008. Kragujevac
![Page 7: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/7.jpg)
THE CONCEPTION OF COMMUNICATION
• Communication – sending messages with signs
One of the most significant interactions!
One of the key ways of satisfying the five most important needs (A.Maslov,Motivation and personality)
7Oktobar 2008. Kragujevac
![Page 8: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/8.jpg)
Functions of communication• A big role in pleasing the basic human needs
8Oktobar 2008. Kragujevac
![Page 9: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/9.jpg)
THE ELEMENTS OF COMMUNICATION
POŠILJALAC PORUKESENDER
COMMUNICATION CHANEL
RECIEVER
10Oktobar 2008. Kragujevac
![Page 10: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/10.jpg)
BUSINESS COMMUNICATION• The definition: A sending process of
messages and information in the boundaries of formal and informal structures of business and the foundation of its connection with the environment.
Dr Vladimir Cvetanov
11Oktobar 2008. Kragujevac
![Page 11: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/11.jpg)
The principles of business communication
• Bernard’s principles of communication1. Communication channels have to be defined and
well known.
2. Every one has to inform someone and everyone has to be subordinate to someone.
3. Communication lines must be as short as possible.
4. Fortified lines of communication should be used.
5. Communication lines must not be interrupted.
6. Every communication must be confirmed.
12Oktobar 2008. Kragujevac
![Page 12: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/12.jpg)
THE BASIC PRINCIPLES AND CRYTIRIES OF GOOD COMMUNICATION
Printing out the principles in order to discuss and illustrate them in groups
( A PROPOSAL OF THE AMERICAN SOCIETY FOR MANAGEMENT)
1. Sender must explain/clear up his ideas before communication.
2. The purpose of every message or communication should be carefully examined.
3. Staff skills and physical limits within the communication framework must be emphasized.
4. While making plans about the communication, other people must be consulted in order to avoid possible misunderstanding
13Oktobar 2008. Kragujevac
![Page 13: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/13.jpg)
8.Communication should not be limited only to momentary needs, but should also be directed on to the future.
9. If the message is successful, the action must support the communication.
10. Good communication depends on the will of the receiver to hear and understand the message.
15Oktobar 2008. Kragujevac
![Page 14: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/14.jpg)
INFORMATION/MESSAGE FLOWS IN BUSINESS
1.Descending flux Silazni tokovi (DOWNWARD communication ) Oriented from the top downwards through line authority. This includes:
- Directives and instructions: when and how to do something;- Information about particular tasks;- Information about the business policy and its goals;- Information about products and services, as well as the
results informacije
What is your opinion about the response to this type of communication?
16Oktobar 2008. Kragujevac
![Page 15: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/15.jpg)
SOME OF THE POSSIBLE ANSWERS
• MENTAL AND PHYSICAL PREDISPOSITIONS TO UNDERSTAND THE MESSAGE
• THE WILL TO UNDERSTAND THE MESSAGE• BELIEVING THAT THE MESSAGE IS IN
HARMNONY WITH THE INTERESTS OF THE PERSON TO WHICH THE INTERESTS OF THE WHOLE BUSINESS ARE DIRECTED TO.
17Oktobar 2008. Kragujevac
![Page 16: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/16.jpg)
2. Ascending flux Uzlazni tokovi (UPWARD communication komuniciranje prema DOLE)- Used to explain orders, procedures and political firms.
- Information about employee work capabilities;
- Workers evaluation of what and how something should be done;
- opinions, complaints, worker demands.
18Oktobar 2008. Kragujevac
![Page 17: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/17.jpg)
3. Horizontal flows – the most common form of formal communication between employees inside the firm, but also with the environment and rarely includes higher levels of management.
What do you think, can this communication flow be more relaxing
19Oktobar 2008. Kragujevac
![Page 18: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/18.jpg)
TYPES OF COMMUNICATION WEBS
• CENTRALYSED WEBS:
Chain Y Wheel
• DECENTRALYSED WEBS:
Circle Spider web
20Oktobar 2008. Kragujevac
![Page 19: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/19.jpg)
PERSONAL ABILITY OF COMMUNICATION
• Attributes of an individual which contribute to successful communication
- Language and professional competence
- Objectivity - Individuality
- Practivity - Concentration
- Flexible - Humor
- Motivation - Strategic ability21Oktobar 2008. Kragujevac
![Page 20: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/20.jpg)
Attributes of individuals that disrupt successful communication
being:
- primitive
- reticent
- distrustful
- indifferent (phlegmatic)
- indolent
22Oktobar 2008. Kragujevac
![Page 21: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/21.jpg)
23
Overcoming hold-ups and conflicts in communication
• Communication as the key condition of creating and overcoming conflicts.
October 2008. Kragujevac
![Page 22: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/22.jpg)
Objektives• Awareness development on the importance
of knowing business communication skills for the purpose of prevention and resolving
the conflict situations.• Improvement of participants’ motivatin for
making themsves better in the area of business communication.
24October 2008. Kragujevac
![Page 23: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/23.jpg)
Clash/Conflict• Disagreement through which persons ( sides)
experienced threat to their needs, interests and worries.
• Situation in which two or more people want to realize some of their interests, a need or a goal; and since each side finds only one goal possible and realizable, the other person is seen as an obstacle.
25October 2008. Kragujevac
![Page 24: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/24.jpg)
Causes• Personal (Disagreement or personal and cultural values.)
• Communicative (Language difficulties, different approaches to conflict, e.g. assertive, passive, aggressive)
• Organizational ( indistinct limits of liability, bad allocation of means)
26October 2008. Kragujevac
![Page 25: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/25.jpg)
Obstructions and breaks in communication
lack of planning• Unsolved assumptions• semantic distortion • badly uttered messages
communication obstructions in international surrounding
27October 2008. Kragujevac
![Page 26: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/26.jpg)
Prepreke i prekidi u komunikaciji
• Loss of information while being transferred and bad memorizing
• Unattentive listening and premature deducing• Impersonal communication• Distrust, threat and fear• Insufficient span of time for adjusting to changes
• Being overloaded with information.
28October 2008. Kragujevac
![Page 27: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/27.jpg)
Confict styles and their consequences
• Competition• Adjusting• Avoidance• Compromise
• Co-operating ٧
29October 2008. Kragujevac
![Page 28: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/28.jpg)
Answers to conflict:• Emocional (range of feeling from fear, despair to confusion;
Assumption that the others feel the same)
• Cognitive (ideas and thoughts about the conflict,inward
conversation)
• Physical (stress,tension, hard breathing, nausea, vomiting,rapid heartbeat)
30October 2008. Kragujevac
![Page 29: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/29.jpg)
Styles of Behaving He cares for other people, he does not take care of himselvs much as well as his needs and goal; once hi is displeased, he becomes furious and loses his friends.
She neither cares for other people nor for herself; Solitary and without initiative.
He is greatly consultig himself and his own interest; finds others enemie goes straight to his goal and often succeeds.
She is interested for herself and others; does not go openly. She is often speculated about, always a little dissatisfied with herself.
She cares for other people, but she knows to take care of herself, too; direct, assertive, does not offend other people’s feelings, needs and rights. She deals with problems and conflict situations well.
31October 2008. Kragujevac
![Page 30: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/30.jpg)
October 2008. Kragujevac
Constructive conflict• Problems are meditated openly.• Solutions are actively sought.• Provocations are avoided, for example insulting.• People really listen to each other.• Everyone has a chance to give his own
contribution• Nobody withdraws• Problems are solved and decision are made.
32
![Page 31: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/31.jpg)
October 2008. Kragujevac
Destructive conflict• Making decisions are avoided.• Power and compulsion are used in order to reach an
agreement• Insulting, maltreatment and other aggressive tactic.• Acting/Taking actions behind someone’s back.• New solutions are not noticed and suggestions are ridiculed.• Problems linger on, and the new ones emerge.• People feel angry and marginalized.
33
![Page 32: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/32.jpg)
October 2008. Kragujevac
Obstacles to successfulcommunication
• Badly developed listening skills
• Lack of assertiveness
• Giving and receiving feedback
• Distorted perceptions and assumptios
• Inadequate non-verbal comunication.
34
![Page 33: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/33.jpg)
October 2008. Kragujevac
How to achieve a desired result/outcome?
• Both sides must see each other and hear the feelings and needs of other side.
• Clear defining of both sides’ problems.• Accsept other person in his right to have different
interests and needs.• To use our faculty of speech for talking, reaching
agreements and making mutual decisions, NOT criticisms and attacks!
35
![Page 34: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/34.jpg)
October 2008. Kragujevac
When we cannot resolve the conflikt ourselves...
The 3th person/mediator or go-between – he/she does not take sides and does not offer his/her own solutions; but enables conditions for conflicted sides to find solutions themselves.
36
![Page 35: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/35.jpg)
37
TECHNIQUES OF SUCCESSFUL COMMUNICATION
• The power of active listening ٧ • Knowledge of communication
contexts
October 2008. Kragujevac
![Page 36: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/36.jpg)
38
TECHNIQUES OF SUCCESSFUL COMMUNICATION – ACTIVE
LISTENING• What we consider “successful
communication”• The role of listening in successful
communication• The conception and characteristics of active
listening• The effects of active listening
October 2008. Kragujevac
![Page 37: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/37.jpg)
THE VALUE OF ACTIVE LISTENING
There was once a wise old man who said that we have one mouth and two ears and that we should consider the relation 1:2 when we use both of them.
39October 2008. Kragujevac
![Page 38: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/38.jpg)
WHAT WE CONSIDER TO BE SUCCESSFUL COMMUNICATION
• When we “get it our way” sort of or…
• When we successfully exchange messages and satisfy the communicative needs of both sides.
• HOW SHOULD WE SPEAK IN ORDER TO MAKE EVERYONE TRULY LISTEN TO US?
40October 2008. Kragujevac
![Page 39: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/39.jpg)
HOW SHOULD WE SPEAK IN ORDER TO
MAKE EVERYONE TRULY LISTEN TO US?
• Listing the ideas of people
• Grouping the ideas
• Conclusions
41October 2008. Kragujevac
![Page 40: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/40.jpg)
WHAT DOES TRULY SUCCESSFUL COMMUNICATION
DEMAND• The knowledge of the needs of the other side• Attention/knowledge so that the message could be
constructed to be clear, accurate, understandable and “reachable to the other side”.
• Calmness, control over the situation• Knowledge of the techniques of successful
communication – the language of accepting (“me” speech or “you” messages)
42October 2008. Kragujevac
![Page 41: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/41.jpg)
SEGMENTS OF “LANGUAGE ACCEPTANCE”
• Passive listening (I see. Interesting. Really. Yes, yes; I would like to hear a little more about that, I would like to hear your opinion on the matter, Let’s consider it, Looks like it’s important.)
• Active listening (it implies opinions about the participants in communication - understanding of needs , their transience, having a true desire to solve the problem but also some technical solutions that can be easy to adopt)
• Me ‘’messages’’ (special advancement training)
oppose to ‘’you’’ messages
43October 2008. Kragujevac
![Page 42: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/42.jpg)
FORMS OF ACTIVE LISTENING
Diagnostic listeningIn this for of listening WE DO NOT JUDGE
because every objection keeps people from talking about deeper things and keeps us from learning their real feelings, attentions and needs. We pay attention to pauses in speech, repetition, hesitation, we analyze faces, gestures and movements.
44October 2008. Kragujevac
![Page 43: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/43.jpg)
FORMS OF ACTIVE LISTENING
Reflective listening / most important for business communication/
We occasionally reformulate what the collocutor is saying to us in order to check if we understood well what we heard and to avoid eventual misunderstandings.
45October 2008. Kragujevac
![Page 44: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/44.jpg)
FORMS OF ACTIVE LISTENING
Compassionate listening
• In this form of listening we try to get in to the collocutors “shoes”, in order to see the problem from his angle.
46October 2008. Kragujevac
![Page 45: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/45.jpg)
COMMON MISTAKES IN ACTIVE LISTENING
• Manipulation through guiding
• Open the door – and then close it
• Repeating the collocutors words
• Listening without enjoying
• Active listening at the wrong time
47October 2008. Kragujevac
![Page 46: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/46.jpg)
THE RISKS OF ACTIVE LISTENING
‘’Something is happening within us while we actively listen. To understand correctly what the other person thinks and feels from its own angle, to be worthy of placing ourselves into that angle and seeing the world through his eyes, we as listeners are at risk to change our opinion.’’
HOW MUCH IS THE RISK IN COMPARISON WITH THE BENEFITS?!!!
48October 2008. Kragujevac
![Page 47: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/47.jpg)
AN EXERCISE OF ACTIVE LISTENING
• The participants are divided to pairs of “listeners” and “talkers”, they also get work material and an assignment;
• When the exercise is finished, they sum their impressions on the flip chart in two rows.
• Ending discussion and conclusions in the forum.
49October 2008. Kragujevac
![Page 48: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/48.jpg)
THE CONTEXT OF COMMUNICATIONWhat is useful to know about another country?
• Full official name of the country• Main city• Name of the president• Religion and religious customs• National and religious holydays and customs at holydays.• The specifics of the diet• Statistics and other data about the industry• Key facts about history and geography• Some celebrities• Favorite sports
50October 2008. Kragujevac
![Page 49: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/49.jpg)
Forbidden or taboo topics in business communication
• Politics
• Religion
• Nationality
• Humor – jokes
• Sex, disease and death
• Personal money in all combinations
51October 2008. Kragujevac
![Page 50: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/50.jpg)
Basic prerequisites for communication between two
different cultures• perception
• spirituality
• avoiding stereotypes
• flexibility
52October 2008. Kragujevac
![Page 51: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/51.jpg)
Example: Italy• formality in behavior but with a dose of relaxation. Politeness and good manners are
appreciated.
• Italians love to work with people they already know so they will spend some time to familiarize and to talk intimately
• family and children are highly appreciated
• many Italians speak english, but if you’re not sure, bring a enterpreteur
• Italians are noisy and bold in communication
• In conversations, polite plural is most frequently used
• Humor, enjoyment and good mood is appreciated
• Being humble, quiet and arrogant doesn’t pay off
• Expect bargaining and deadline rescheduling
• Your status, finances, origin and education level will be judged by your appearance
• You should avoid talking about politics in Italy, religion, Vatican politics, taxes, World War Two and mafia; do not criticise the Italian culture, state administration or some football clubs
53October 2008. Kragujevac
![Page 52: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/52.jpg)
LITERATURE• Z.Tomić,Komunikologija, 2000. Čigoja• Mary Ellen Guffey Essentials of Business Communication • Miles, R., Snow, C. (1978) Organizational Strategy,
Structure and Process, McGraw-Hill, New Yor• www.gordontraining.com
54October 2008. Kragujevac
![Page 53: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/53.jpg)
55
FORMS OF BUSINESS COMMUNICATION
• MEETINGS• PRESENTATIONS• WRITTEN CORRESPONDENCE
Oktobar 2008. Kragujevac
![Page 54: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/54.jpg)
56
SUBJECTS• Meetings as a form of “live communication”• Prerequisite of successful meetings and
presentations• “Live” meetings – roll play exercise• Analysis of direct experience and
conclusions • Efficient written business communication and
IT in business communication
Oktobar 2008. Kragujevac
![Page 55: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/55.jpg)
MEETING – BASIC RULES
• 1. Business meetings should be scheduled, if possible, enough time in advance
• 2. Do not schedule meetings on Mondays and Fridays. The most efficient meetings are scheduled in the middle of the week, in the morning hours.
• 3. Meetings have their introduction, middle and conclusion parts.
• 4. There are organizations which obey the rules, but in Serbia people often do not know about them, so the recommendation is to know the rules and to adapt when there are no rules.
57Oktobar 2008. Kragujevac
![Page 56: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/56.jpg)
FIVE SIMPLE STEPES TO EFFICIENT MEETINGS
• Step one: Hold meetings only when necessary • Step two: Only people who should attend the
meeting should be called• Step three: Prepare and send the agenda of the
meeting in advance to the participants• Step four: Document and respect the decisions
and responsibilities arranged at the meeting
58Oktobar 2008. Kragujevac
![Page 57: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/57.jpg)
STEP ONE• Do not hold meetings which are obviously to expensive to
be useful. The expense of the meeting = the price of work hours of all participants in the duration of the meeting.
• A meeting should be held when you need the group energy which is provided by the interaction between participants.
• A meeting should be held when you want result which can be get if all participants are assembled in one place.
• And finally, a meeting should be held when you want others to accept a decision, program or idea.
59Oktobar 2008. Kragujevac
![Page 58: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/58.jpg)
STEP TWO
• Those people who are in charge of the application of decisions or those who influence them, should attend the meeting.
• There should be not more than 8 to 12 people on the meeting. Those who, by your judgment, don’t need to attend, should get a written record of the meeting in order to know what was decided.
60Oktobar 2008. Kragujevac
![Page 59: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/59.jpg)
STEP THREE• The agenda of the meeting: goals, predicted time
needed for the agenda and instructions to everyone of how to get ready for active participation on the meeting.
• Every thing above mentioned should be sent in advance so the participants could prepare for the meeting and not to speak by heart.
61Oktobar 2008. Kragujevac
![Page 60: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/60.jpg)
STEP FOUR• For you to run the meeting adequately you must:
stick to the agenda, have control over the time and the participants.
• Occasionally return to the goals of the meeting defined in the agenda.
• Occasionally sum up all that has been spoken.• Occasionally encourage those who haven’t
participated to speak ( thus not letting intrusive people to dominate).
62Oktobar 2008. Kragujevac
![Page 61: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/61.jpg)
STEP FIVE
• A record of the meeting should be written. The record is a tool which helps you to uphold the responsibilities which are assigned and accepted by the participant. A record should tell you who will be doing what and in what given time.
63Oktobar 2008. Kragujevac
![Page 62: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/62.jpg)
FOR THE END
• If you obey these five steppes, you will control your meetings instead of them controlling you.
64Oktobar 2008. Kragujevac
![Page 63: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/63.jpg)
HOW TO DEVELOP THE SKILL OF PRESENTATION
• Considering the goal which we wish to accomplish and meeting the target group to whom we are speaking to.
• Planning your performance:
- The skill of verbal and nonverbal communication
- Interactive relation with the listeners
- How to handle with difficult questions and negatively disposed listeners.
65negativelyOktobar 2008. Kragujevac
![Page 64: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/64.jpg)
TYPES OF WRITTEN BUSINESS COMMUNICATION
• Business letter and memorandum
• Electronic written business communication: e-mail, the web and chat.
66Oktobar 2008. Kragujevac
![Page 65: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/65.jpg)
BUSINESS LETTER
• The most common form of business communication.
• It is written and send in person to every business partner.
• A business letter is a document about a certain business.
• Its basic characteristic is that it represents an answer.
67Oktobar 2008. Kragujevac
![Page 66: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/66.jpg)
PARTS OF THE BUSINESS LETTER
• Heading• Date and place Supplements• Receivers address Way of sending• Call signs Copy order• Subject Addition or P.S.• The content of letter• Regards• Signature
68Oktobar 2008. Kragujevac
![Page 67: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/67.jpg)
MEMORANDUM
• Memorandum are short intern messages. • They are mostly on one page, informal and imply
to one particular subject.• Memorandums hold space to enter dates, names
of receivers and senders, the subject of the message and space for the message.
• Memorandums should be written positively, with a specific purpose, clear language, should be condensed and interesting.
Oktobar 2008. Kragujevac 69
![Page 68: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/68.jpg)
E - mail
• E- mail or electronic mail is a type of business communication which is used in intern and extern communication.
• A business e – mail should consist of: heading or protocol which includes: e-mail
address of the sender and receiver, address of the copies, subject of the message, list of attachments and the time and date which are given automatically.
Oktobar 2008. Kragujevac 70
![Page 69: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/69.jpg)
THE WEBBusiness web communications of a company are
being taken in one of two ways:
1. Manufacture and maintenance of web pages
2. Manufacture and maintenance of commercial web pages.
• Presentative web pages are use to present the company to the public. They consist of basic information about the company.
• Commercial web pages are used by merchant societies to offer specific goods.
Oktobar 2008. Kragujevac 71
![Page 70: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/70.jpg)
CHAT
• Chat is a type of direct, written business communication which is a replacement for maintaining meetings between participants from different locations.
• A conversation between the participants of a web meeting is being held in a written form in real time which means that every participant of the meeting communicates by examining and watching the meeting on the computer screen, and by writing comments.
Oktobar 2008. Kragujevac 72
![Page 71: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/71.jpg)
LITERATURAweb portal, pisano poslovno komuniciranje
http://www.buntperom.ba/dokumenti/administrativno%20komuniciranje.rtf , www.veleuciliste.net/1godina/komuniciranje2.doc ,
http://hgk.biznet.hr/hgk/fileovi/3966.pdf ,
Oktobar 2008. Kragujevac 73
![Page 72: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/72.jpg)
Oktobar 2008. Kragujevac 7474
• VERBAL AND NONVERBAL COMMUNICATION
![Page 73: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/73.jpg)
Oktobar 2008. Kragujevac 7575
SUBJECTS• Types of communication.• Characteristics of verbal communication.• How we communicate nonverbally.• Types of nonverbal communication.• Characteristics of nonverbal communication.• What is the percentage of nonverbal
communication in standard communication.• Physical appearance
![Page 74: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/74.jpg)
TYPES OF COMMUNICATION
Oktobar 2008. Kragujevac 76
![Page 75: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/75.jpg)
Oktobar 2008. Kragujevac 77
– Indirect communication is conducted without the use of a mediator
– Direct communication is conducted via some type of media
TYPES OF COMMUNICATION
![Page 76: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/76.jpg)
Oktobar 2008. Kragujevac 78
TYPES OF COMMUNICATION
![Page 77: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/77.jpg)
Oktobar 2008. Kragujevac 79
Indirect communication has two components
• Verbal, which represents words
• Nonverbal, which implies to all other forms of communication except words (body language, face expression, gesticulation…)
TYPES OF COMMUNICATION
![Page 78: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/78.jpg)
Oktobar 2008. Kragujevac 80
Verbal communication besides words has two more components
• Voice (color, tone, volume, pauses, expression, speed),
• Appearance (body position, gesticulation, mimic).
TYPES OF COMMUNICATION
![Page 79: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/79.jpg)
Oktobar 2008. Kragujevac 81
Some types of direct communication can have ,besides a verbal communication component, a nonverbal communication component, but it is less noticeable.
TYPES OF COMMUNICATION
![Page 80: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/80.jpg)
Oktobar 2008. Kragujevac 82
• Confirms the pronounced• Shapes, changes, fills in verbally• Expresses emotions, intentions and
expectations • Gives information about reactions to
given announcement,• Gives information about us.•
TYPES OF COMMUNICATION
![Page 81: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/81.jpg)
Oktobar 2008. Kragujevac 83
![Page 82: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/82.jpg)
Oktobar 2008. Kragujevac 84
• Eye contact• Facial expression• Head movement• Gestures and body movement• Pose and posture• Distance and orientation• Touch• Appearance
CHANELS OF NONVERBAL COMMUNICATION
![Page 83: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/83.jpg)
Oktobar 2008. Kragujevac 85
![Page 84: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/84.jpg)
Oktobar 2008. Kragujevac 86
![Page 85: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/85.jpg)
Oktobar 2008. Kragujevac 87
• Body language consists of: body posture, body orientation, hand gestures, head nods and touch.
• A detailed description of the content which we verbally explain is followed by frequent gesticulation.
• Before conducting anything, we often do preparation movements of which we are not even aware of.
BODY LANGUAGE
![Page 86: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/86.jpg)
Oktobar 2008. Kragujevac 88
![Page 87: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/87.jpg)
Oktobar 2008. Kragujevac 89
![Page 88: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/88.jpg)
Oktobar 2008. Kragujevac 90
Psychological classification of space:
• Intimate space: 15 – 45 cm
• Personal space: 45 – 120 cm
• Social space: 1,2 – 3,5 m
• Public space: more than 3,5 m
Distance and orientation
![Page 89: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/89.jpg)
Oktobar 2008. Kragujevac 91
INSTEAD OF A CONCLUSION
Business communication besides allowing us to work on accomplishing the goals and assignments of our company, also participates in the creation of the hole image of the company.
![Page 90: Smilja Sindjelic - Communication](https://reader036.vdocuments.us/reader036/viewer/2022081515/5556df43d8b42ac60c8b4816/html5/thumbnails/90.jpg)
LITERATURE
• N.Rot, ‘’Znakovi i značenja’’, 1982. Filozofski fakultet, Beograd
• Edicije „Znanje za uspešno poslovanje I i II”, E- magazin, Beograd 2005-2007.
• Kevin Hogan, ‘’Umijeće utjecanja’’, 2008. , Profil internacional
Oktobar 2008. Kragujevac 92