Professional Development

Program

Effective Communication in the

Business Setting

Introduction

Instructor: Tracy Tulle

Profile: Operations Manager and Business Course Instructor for the College of Adult & Graduate Studies at Wisconsin Lutheran College

Former Vice President of Inflight Services for Comair, Inc. - a Delta Airlines subsidiary

18 years of leadership in the airline industry

Topics for Discussion

Importance of effective communication

Improving communication skills Nonverbal delivery Intrapersonal/interpersonal

communication Group communication,

teamwork & leadership

Effective Communication in the Business Setting

Why are you here today?

What are your expectations of this workshop?

Defining Communication

Communication is the process of understanding and sharing meaning

What happens when employees don’t communicate effectively?

Business Communication

50% - 90% of a manager’s time is spent communicating – and that communication ability is related to a manager’s performance.

14% of each workweek is wasted on poor communication

Why is effective communication important in

the business setting?

Builds work relationships

Assists in the accomplishment of goals and objectives

Contributes towards a positive work environment

Clarifies expectations which improves job satisfaction

Business communication is a problem solving activity that

helps identify:

The situation Possible communication

strategies The best course of action The best way to design the

message The best way to deliver the

message

Choosing Communication Context

IntrapersonalInterpersonal

Group Public

Mass

Communicator Preparation

Know Yourse

lf

Understand Your

Audience

COMMUNICATOR PREPARATION & DELIVERY

Handout Review

Improving Verbal Communication

Define Your Terms

Choose Precise Words

Consider Your Audience

Take Control of Your Tone

Check for Understanding

Be Results Oriented

Nonverbal Delivery

55% of in-person communication comes from nonverbal cues

55% of a receiver’s comprehension of the communicator’s message is based on nonverbal cues

7% - actual words38% - paralanguage (tone, pace, volume of speech)

Nonverbal Examples

Tone

Body Language

Eye Contact

Facial ExpressionPosture

Touch

Space

Nonverbal Strategies for Success

Watch Reactions Enroll an ObserverFocus on a Specific Type of Nonverbal Communication

Written Business Communication

Good

Writing…

•follows the rules•is easy to read•attracts the

reader•meets the

reader’s expectations

•is clear and concise

•is efficient and effective

Overcoming Barriers to Effective Written Communication

Do Sweat the Small Stuff

Get the Target Meaning

Consider the Nonverbal Aspects of Your Message

Review, Reflect & Revise

Trim the DEADWOOD!!!

Business Use of E-Mail

Is the use of e-mail in the business setting appropriate?

Limit Distribution ListNetiquetteFace to face communication is

BEST

Active Listening

Is “listening” important to communication?

Ten Ways to Improve Your Listening Habits

Group Communication Tuckman’s Linear Model of Group Development

Positive Member Roles

Negative Member Roles

Group Meetings & Communication

Strategies for Effective MeetingsPreparing for Business Meetings

Conducting the Business Meeting

Participant Checklist

TEAMWORK & LEADERSHIP

Teamwork allows individuals to share their talents and energy to accomplish goals. An effective leader facilitates this teamwork

process.

Group Exercise

Think of a problem encountered in the past by a group of which you were a member.

* How did the group solve the problem?* How satisfactory was the solution?

Examples of Business Communication

Employee Memos Surveys Speeches

Business Proposals

Training Presentations

Performance Reviews

Employee Discussion

Summaries

Announcements Feedback

Eliminating Barriers to Effective Communication

Open Discussion

Effective Communication in the Business Setting

Thank you for your time today!

Effective Communication in the Business Setting

Presentation Material and Text:

Scott McLean, Business Communication for Success. Nyack, NY: Flat World Knowledge

Mason a. Carptenter and Talya Bauer, Principles of Management. Nyack, NY: Flat World Knowledge