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    Business Communication: BY: Keerthana S Menon

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    Listening is a key communication skill that involves actively receiving and interpreting messages. It requires focusing attention on the speaker, understanding the meaning of their words, and remembering important information. Poor listening habits can be overcome with tips like minimizing distractions, asking reflective questions, and monitoring nonverbal cues. Effective communication also relies on methods like oral, written, and nonverbal exchanges as well as skills like cross-cultural understanding and conflict management.

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    Business Communication: BY: Keerthana S Menon

    Uploaded by

    keerthana menon
    23 views26 pages
    Listening is a key communication skill that involves actively receiving and interpreting messages. It requires focusing attention on the speaker, understanding the meaning of their words, and remembering important information. Poor listening habits can be overcome with tips like minimizing distractions, asking reflective questions, and monitoring nonverbal cues. Effective communication also relies on methods like oral, written, and nonverbal exchanges as well as skills like cross-cultural understanding and conflict management.

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    Listening is a key communication skill that involves actively receiving and interpreting messages. It requires focusing attention on the speaker, understanding the meaning of their words, and remembering important information. Poor listening habits can be overcome with tips like minimizing distractions, asking reflective questions, and monitoring nonverbal cues. Effective communication also relies on methods like oral, written, and nonverbal exchanges as well as skills like cross-cultural understanding and conflict management.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    23 views26 pages

    Business Communication: BY: Keerthana S Menon

    Uploaded by

    keerthana menon
    Listening is a key communication skill that involves actively receiving and interpreting messages. It requires focusing attention on the speaker, understanding the meaning of their words, and remembering important information. Poor listening habits can be overcome with tips like minimizing distractions, asking reflective questions, and monitoring nonverbal cues. Effective communication also relies on methods like oral, written, and nonverbal exchanges as well as skills like cross-cultural understanding and conflict management.

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    of 26

    BUSINESS

    COMMUNICATION

    BY:
    Keerthana S Menon
    LISTENING

    • Listening is receiving language through the ears. It involves


    identifying the sounds of speech and processing them into
    words and sentences. It is an interactive process.
    • Listening is key to all effective communication. The ability to
    listen effectively is consistently rated as one of the most
    important skills necessary for success, especially in the
    workplace.
    ELEMENTS OF LISTENING

    • Attention—the focused perception of both visual and verbal


    stimuli.
    • Hearing—the physiological act of 'opening the gates to your
    ears’.
    • Understanding—assigning meaning to the messages
    received.
    • Remembering—the storing of meaningful information.
    Levels of Listening
    • Acknowledging
    • Sympathizing
    • Paraphrasing
    • Empathizing

    LISTENING FOR A SPECIFIC PURPOSE


    • Casual Listening
    • Listening for Information
    • Intensive Listening
    • Empathetic Listening
    POOR LISTENING HABITS

    • Faking Attention
    • Allowing Disruptions
    • Over listening
    • Stereotyping
    • Dismissing subjects as uninteresting
    • Failing to observe nonverbal aids
    TIPS FOR BEING A MORE EFFECTIVE LISTENER

    • Minimize environmental and mental distractions.


    • Get in touch with the speaker.
    • Do not interrupt the speaker.
    • Ask reflective questions that assess understanding.
    • Let the speaker know you are actively involved.
    • Use lag time wisely.
    • Identify the aspects of listening that you need to improve
    upon.
    • Get more comfortable with silence.
    • Monitor your body language, facial expressions and other
    nonverbal signals that might appear negative.
    • Learn to ask nonaggressive questions.
    • Understand listening does not agreeing.
    HEARING VS LISTENING
    BASIS FOR COMPARISON HEARING LISTENING
    Meaning Hearing refers to one's Listening is something
    ability to perceive sounds,done consciously, that
    by receiving vibrations involve the analysis and
    through ears. understanding of the
    sounds you hear.
    What is it? An ability A skill
    Nature Primary and continuous Secondary and temporary
    Act Physiological Psychological
    Involves Receipt of message Interpretation of the
    through ears. message received by ears.
    Process Passive bodily process Active mental process
    Occurs at Subconscious level Conscious level
    Use of senses Only one More than one
    Reason We are neither aware nor We listen to acquire
    we have any control over knowledge and receive
    the sounds we hear. information.
    Concentration Not required Required
    METHODS OF COMMUNICATION

    • Oral communication
    Eg- formal speeches
    • Written communication
    Eg- letters, circulars, memos
    • Non- verbal communication
    Eg- physical movements, facial expressions
    BODY LANGUAGE

    • Body language is conscious and unconscious movements and


    postures of the body by which attitudes and feelings are
    communicated.
    • Type of non - verbal communication where you only speak
    through actions (physical behaviour) and not words to express
    or convey the information.
    • Such behaviour includes :
    1. Facial expressions
    2. Body postures
    3. Gestures
    4. Eye movement
    5. Touch
    • Also known as kinesics.
    • Body language must not be confused with sign language.
    • Body language on the other hand does not have a grammar
    system.
    • Under body language, the body also has a massive effect on
    our breathing pattern.
    POSITIVE BODY LANGUAGE DURING
    PRESENTATIONS

    • Use the space available by walking from time to time, but not in a
    rhythm.
    • Have open and receiving gestures by not crossing hands frequently.
    • Use “touch” and “turn” method when discussing a point on the
    screen.
    • Be like the light house and look at everyone in the audience while
    speaking.
    • Keep your back straight and look up as this displays confidence and
    good self-esteem.
    • Be well-groomed and formal in dress as appearance counts.
    CROSS - CULTURAL COMMUNICATION
    Why cross culture communication is
    important ?

    Globalization
    Cross border movement of the people, goods and data brings more
    and more cultures into the contact with one another and increases
    the potential of cross culture communication
    • Business opportunities
    • Job opportunities
    • Improves the contribution of employees in a diverse work force
    • Sharing of views and ideas
    • Talent improvisation
    • Understanding of diverse market
    Eye contact
    In some cultures, looking people in
    the eye is assumed to indicate
    honesty and straight forwardness in
    others it is seen as challenging and
    rude.

    Gesture
    A motion of the hands , head or
    body to emphasize an idea or
    emotion.
     
    Blocks to cultural communication
    • Ethnocentrism
    • Discrimination
    • Stereotyping
    • Cultural blindness
    • Cultural imposition
    • Tone differences
    CONFLICT MANAGEMENT & NEGOTIATIONS

    • CONFLICT
    It is an expressed struggle between at least two independent
    parties who perceive incompatible goals, scarce resources, and
    interference from the other parties in achieving their goals.

    • CONFLICT MANAGEMENT
    It is the practice of being able to identify and handle conflicts
    sensibly, fairly, and efficiently.
    Conflict Management Styles
    Five conflict styles that a manager will follow
    are:-
     Accommodating 
     Collaborating
     Competing
     Compromising
     Avoiding
    Accommodating 
    The willingness of one party in conflict to place the
    opponent’s interests above his or her own.
    Collaborating
    A situation in which the parties to a conflict each desire to
    satisfy fully the concerns of all parties.
    Competing
    A desire to satisfy one’s interest , regardless of the impact
    on the other party of the conflict.
    Compromising
    A situation in which each party to a conflict is willing to
    give up on something.
    Avoiding
    The desire to withdraw from or suppress a conflict.
    Conflict Management Techniques
    • Problem solving
    • Expansion of resources
    • Smoothing
    • Authoritative command

    Tips for Managing Conflict


    • Accept conflict
    • Be a calming agent.
    • Listen actively
    • Analyze the conflict.
    • Be creative
    • Be specific
    NEGOTIATION
    • Method by which people settle difference.
    • Process by which compromise or agreement is reached
    while avoiding arguments or disputes.

    Stages of negotiation
    • Preparation
    • Discussion
    • Clarification of goals
    • Negotiate towards win – win outcome
    • Agreement
    • Implementation of a course of action
    Key elements

    • Attitude
    • Knowledge
    • Interpersonal skills
    THANK YOU

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