MODULE 6

Ask: How is our day to day personal communication different with business

communication?

There are lots of differences in our personal communication from business communication

Business communication tends to be longer than usual communication. This is mainly due to the
technical terms used and the avoidance of formal and abbreviated words as much as possible.
Meanwhile, our personal communication is very much open to shortened words, slangs, informal
phrases and abbreviations. Most of the time the scope of business communication is practical,
impartial, objective and truthful content. It is also direct to the point and devoid of any personal
feelings and emotions. While our personal comm., is fictitious, more intimate and subjective
because what we usually speak are about our daily lives. Business communication is informative
and will be discussing only what is imperative to the interaction; Usual conversation can be a
little flighty and can contain information about anything and everything under the sun; it may not
stick to one topic and again, quite informal

BusCom

 Business communication is exchanging information in order to promote an organization's

goals, objectives, aims, and activities, as well as increase profits within the company.
 For example, email, print, television and radio ads inform the public about a sale or new
product. customer relationship management
 Examples of written communications generally used with clients or other businesses

Communication Model

Stimulus>>filter>>message>>medium>>destination.
The stimulus is an event that occurs to create the need for the individual to communicate, it is
something that evokes our reaction. The filter is the unique perception of reality of the
communicator -- his set of culture, emotions, values and such. The filter can also be related to
our realities. It is how we perceive or think of a specific circumstance based on our present
situation. The message is the information communicated - the content of it and the medium is
the channel through which it is sent and received. The destination is the receiver/s of the
message.
SLIDE 5

Where do you think communication failure would likely happen?

>> I think the communication failure happened when he proposed he newly invented product
to IC Inc. He is an engineer and not a businessman. Maybe he is not that knowledgeable
when it comes to business proposals. His product can maybe close to perfection and will
really hit the market but if we deeply study the situation, maybe there are still some lapses
and factors that he didn’t consider while presenting his product. Also, I think another factor
that leads to this is the fact that maybe he doesn’t have the chance to propose his product
personally.

formal communication network comprised of all the communication that runs along its
official lines of authority. In other words, the formal network follows reporting relationship
like the top-level positions in the company. (more centralized)

Ex: when a manager sends an email to the department heads describing the new commission
structure for the next set of sales targets, that email (an example of downward
communication) is being sent along the company’s formal network that connects managers
to their subordinates.

informal communication network, on the other hand, doesn’t follow authority lines and
is established around the social affiliation of members of an organization. Such networks are
also described as “grapevine communication.” They may come into being through the rumor
mill, social networking, graffiti, spoof newsletters, 

TYPES OF FORMAL COMM NETWORK:

1. DOWNWARD- Downward communication is the flow of information and messages

from a higher level inside an organization to a lower one. Creating concise
communications and maintaining a respectful tone help ensure effective downward
communication; making sure that employees clearly understand the information is also
crucial. Differences in experience, knowledge, levels of authority, and status can lead to
misunderstandings and misinterpretations.
2. Upward communication is the transmission of information from lower levels of an
organization to higher ones. The content of such communication can include judgments,
estimations, propositions, complaints, grievances, appeals, reports, and any other
information directed from subordinates to superiors.
3. Horizontal communication refers to the flow of messages across functional areas on the
same level of an organization. Effective use of horizontal communication in the
workplace can enhance productivity by making information sharing, problem solving,
collaboration, and conflict resolution more efficient. Problems with horizontal
communication can arise from territoriality, rivalry, specialization, lack of motivation,
and rivalry.
Ex: For example, Sales Managers and Advertising Managers in the Marketing department,
or Marketing Managers and Finance Managers. The reasons for this type of communication
are for coordination of tasks, sharing of information regarding goals of the organization,
resolving interpersonal or work related problems and building rapport.
4. Cross-Channel Communication- Exchange of information among employees in
different work units who are neither subordinate nor superior to one another. (dept to
dept)

Informal Communication Network – Another name for informal networks is the

“grapevine”. In this type of network, information does not flow in a particular direction,
as we have seen with formal networks. The information is also not passed on through
official channels such as memos, notices or bulletin boards
Ex: Co-workers may meet outside the work environment at a company picnic, party or a
car pool and discuss areas of common interest that may or may not be work related. 

Common characteristics of Grapevine:

• Most information passed along the grapevine (about 80%) is
business related, and most of it (75-95%) is accurate. Because you are in the same
workplace, what you talk is all about business matters. May it be layoffs, salary
deductions, management styles, departmental issues and etc. Some are not accurate
because there are false rumors and are based more on friendship, shared personal or
career interests. The grapevine is not controlled by management. The grapevine is
principally controlled by the employees themselves. As employees control the grapevine
information, sometimes the information might be precise and sometimes the information
may be incorrect. 

• The grapevine is pervasive. It exists at all levels in the organization-

from corporate boardroom to the assembly line. Grapevine links the whole
organization very quickly. From top to bottom of an organization, nobody is left from the
touch of grapevine. Grapevine normally carries those information that the formal
communication does not wish to convey. That's why sometimes grapevine
communication is considered very effective communication.  
 • Information moves rapidly along the grapevine. The grapevine is not controlled by
management. Since it is informal, Information moves very quickly through the grapevine.
Grapevine runs faster than the wind. There are no boundaries or walls that prohibits the
employees to talk anything that they want to talk to.

 The grapevine is most active when change is taking place and

when one’s need to know or level of fear is highest—during
layoffs, plant closings, acquisitions, mergers, and the like. When the topic is all about
change and innovations, grapevine are very alive. It is because ,change is the topic that
everyone in the company is interested about, whether you’re a maintenance employee,
from the middle or top hierarchy, it is the subject that will make you stop working for a
minute and realign your focus for a bit. It is the issue that will either make your heart
pound or make your body sweat.
 Grapevine is a normal, often vital part of every organization. It is the expression
of their natural motivation to communicate. It is the exercise of their freedom of
expression and is a natural, normal activity. It creates an open door in the company as
it.

CHAPTER 6: QUOTES

  Face-to-face interaction and socialization lead to a sense of community and camaraderie,

which leads to a stronger working relationship, it allows for a better exchange of
information since both speaker and listener are able to see and interpret body language
and facial expressions. Based on their expressions or gesture you can change tactics in a
pitch, adjust what tone of voice or what language you’re using, and tell for sure when you
have someone’s attention back.

F2F:  It allows for a better exchange of information since both speaker and listener are able
to see and interpret body language and facial expressions

 Communicating face-to-face sends a message before you say a word. People will not only
hear what you are saying, they will perceive the greater meaning of your tone, voice
inflection, emotion and body language. 

Mehrabian Communication Model

 Albert Mehrabian developed a communication model, in which he demonstrated that only

7% of what we communicate consists of the literal content of the message. The use of one’s
voice, such as tone, intonation and volume, take up 38% and as much as 55% of
 communication consists of body language. Example, If a speaker’s words and body
language differ, listeners are more likely to believe the nonverbal communication of the
speaker, not his words. For example, if a person states, “I don’t have a problem with you!”
but he is avoiding eye-contact, looking anxious, and doesn’t maintain a close distance or
body language, it must means that there’s really a problem between you two. Using the 7,38
and 55 rule we tend to believe someone’s actions than their words. The clear lessons from
this is that we need face to face communications, to communicate effectively together.

Ask: Which would do you prefer: individual or group interaction?

Why?

 For me, it depends upon the situation. If we’re going to talk about private and personal
matters, I’ll go with individual interaction. Being able to verbalize your feelings and
emotions without the fear of being judge and having someone to talk to, or to rely to
makes everything less difficult to carry. I will also get the advice or feedback that I need
for a specific situation that I can’t realize on myself.

But if it’s about other matters which needs a lot of people like meetings and socialization
situations, I’ll prefer to go with group interaction. Whenever speaking to a group, there will
always be different interpretations of the message being communicated and that’s the beauty of
it. You’ll be able to find the loopholes and misunderstandings, you’ll be more open to different
views and suggestions and resolve the conflict together. Me personally, I love welcoming people
to my life. I love hearing new stories and learn from their experiences.

SLIDE 9

1. For me, my greatest achievement so far is I’m able to help my family financially. I started
working at 18, I tried being a sales agent (globe), a seasonal employee for non-voice at a
call center, a tindera on a Chinese owned shop and since then, I never stop finding ways
on how I can help them. May it be part time jobs, tutors, applying for lots of scholarships,
graphic designing for different events and the like. They don’t force me to work naman
po, it is really me who insisted to find a way to help them support our family. My help
my not be that huge, but I am proud that through my efforts I was able to help my parents
and for me that was already my greatest achievement so far.
2. `During my work, my manager and co-worker had an argument.

SLIDE 13

SLIDE 14- EFFECTIVE LISTENING

  Effective listening is actively absorbing the information given to you by a speaker,
showing that you are listening and interested, and providing feedback to the speaker so
that he or she knows the message was received.

Slide 15

 HEARING is when you allow other people's words to go into your ears. LISTENING is
when you allow their words to go into your heart. You can listen without hearing, but you
can't hear without listening. They both have their place

Slide 16

Hearing is simply the act of perceiving sound by the ear. If you are not hearing-
impaired, hearing simply happens. Listening, however, is something you consciously choose to
do. Listening requires concentration so that your brain processes meaning from words and
sentences.

SLIDE 17

1st quote: Since birth we are socially conditioned to behave and act in a way that society
generally approves.  And as we grow we face the challenge of listening to what others say is best
for yourself. The truth is that you have to stop listening the noise to start listening to yourself.
Have in mind that you are the one who give guide to your life and only you can listen and
understand what you really are despite what people say. We just have to silence our thoughts and
listen to what we have inside. At the end no one knows what you are capable of but your own
self.

2nd quote: Listening is a sign of respect.  It shows that you value what the speaker has to say.  If
you take the time to listen to someone, take the time to listen properly.  Set aside what you are
doing so you can focus on the speaker, showing them that they are important to you. Give an
undivided attention,

12 Effective Listening Techniques

1. Eliminate as many external distractions - In order to best focus in on a speaker's

message, try to eliminate as many possible distractions as possible. Turn off all
mobile devices, relocate to a quiet space, and if we’re doing virtual meetings or
conversation, close unnecessary windows on the computer
 2. Eliminate internal distractions- A untrained mind can easily be distracted by
noises, random objects, background chatter or your even own thoughts. often refer
to psychological and emotional noise. Distractions can also originate internally or
can be physical responses to the environment. Feeling hungry, upset, or physically
uncomfortable can be just as detrimental to effective listening as extraneous things
in the physical environment. In order to best focus in on a speaker's message, try to
eliminate as many possible distractions as possible by composing yourself and
managing your emotions well.
3. Prepared- Be Prepared to Listen Relax your mind and body so that you can receive
information objectively. clear your mind of distracting thoughts by breathing in
deeply.  Prepare yourself that you’re going to absolve new information. Jut down
ideas, raise queries for unclear information’s and such.
4. Take notes. Don't try to write down everything being said Be selective—you don't
have to transcribe the entire lecture. Effective listening note-taking involves
recognizing key concepts and identifying and selecting what is relevant. Listen for
the overall argument and note the main points and key information.

5. Do not respond only to what the speaker implies. Respond to the total
communication: content, intent and non-verbal communication. A good listener
will listen not only to what is being said, but also to what is left unsaid or only
partially said.

Effective listening therefore involves observing body language and noticing inconsistencies
between verbal and non-verbal messages, as well as just what is being said at any given moment.

6. Identify words that trigger your anger and then control your reaction. Don’t
take it personal. If there are things that offends you, assess it in yourself before
vocalizing it. Also, try to understand the other person’s point of view. Look at
issues from their perspective. Let go of preconceived ideas. By having an open
mind, we can more fully empathize with the speaker. If the speaker says something
that you disagree with then wait and construct an argument to counter what is said
but keep an open mind to the views and opinions of others.
7. Respond to a speaker without judging what he or she says.  Listen without being
critical of the other person. Judging the matter before you hear it all out can cause
you to respond inappropriately.
8. Do not prepare your response while someone is talking. Again, respect- Be
patient and try not to figure out what you think the speaker is trying to say by
finishing their sentences or blurting out your thoughts. The best way to learn
exactly what they’re saying is by remaining quiet and listening closely. Concentrate
on what they’re saying (even if it annoys you). Effective listening should be free of
interruptions and pre-supposed solutions.
 9. Do not go into a communication situation with your mind already made up.
Try to be impartial, if you already have a pre-conceived idea or emotion about the
topic, it might affect your communication. You may not accept the speaker’s points
because you already have something in my mind.
10. Negotiate behavior with yourself. Look at issues from their perspective. Let go
of preconceived ideas. By having an open mind, we can more fully empathize with
the speaker. If the speaker says something that you disagree with then wait and
construct an argument to counter what is said but keep an open mind to the views
and opinions of others.
11. If you realize you are not listening, physically move forward in your seat. If standing,
move toward the speaker if possible. An active listener pays full attention to the speaker and
ensures they understand the information being delivered. Make sure you face the speaker Move
closer to the speaker Incline your head towards the speaker
Hold eye contact for longer
12.Do not rely on others to interpret what happened in a meeting or what was said. Because
you are the one who listens, you are the one who understands more what is being said. Don’t let
others interpretations or ideas messed up what you’ve gathered.