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Effective Communication For Business: by Cosimo Cannata, I.T.C.G. Piazza Armerina, A.S. 2009-2010
Effective Communication For Business: by Cosimo Cannata, I.T.C.G. Piazza Armerina, A.S. 2009-2010
for Business
Human Beings Create the
Symbols of Communication, and
Then They Cannot Understand the
Symbols They Create.
Anonymous
By Cosimo Cannata, I.T.C.G. Piazza Armerina, a.s. 2009-2010
Types of Communication
Business
Communication
Developing excellent
communication skills is
absolutely essential to
effective leadership.
The leader must be able
to share knowledge and
ideas to transmit a sense
of urgency and
enthusiasm to others.
Objectives
Sender
Message
Feedback
Receiver
Communication Processes
Types of Communication
Types of Communication
Types of Communication
MESSAGE
NOISE
SENDER
RECEIVER
FEEDBACK
Message Channel
Face-to-face
Face-to-group
Telephone
Written
Third party
Communication
Through Technology
E-mails
Cell phones
Video conferencing
AIM
Blogging
Internet (MySpace, Facebook,
and Google)
Faxing
Text messages
Functions of Nonverbal
Communication
Functions of Nonverbal
Communication
Regulate- expressions or
gestures that control the pace or
flow of communication.
Repeat- a gesture or expression
that can be used alone to send
the same meaning as a verbal
message.
Substitute- a nonverbal cue that
replaces a verbal message.
The eyes
The face and head
Gestures
Touch
Posture
Territory
Walking
Status symbols
Summary
Definition of nonverbal
communication.
Describe the six functions of
nonverbal communication.
Describe and explain the role of
the eight types of nonverbal
symbols.
Differentiate between formal and
informal communication.
Objectives
Barriers to Effective
Communication
Lying
Facial indicators
General indicators
Perceptions
Over-eagerness to respond
Closed words
Judging
Credibility gap
Noise
Barriers to Effective
Communication
Importance of
Listening
Time.
Good relationship.
Prevent misunderstanding and
rumors.
People perform better.
Prevents complaints from
exploding.
Good decision making.
Prevents haste conclusions.
Requires full attention.
Listening responses.
Nod - nodding the head slightly and waiting.
Pause - looking at the speaker, but without
doing or saying anything.
Casual remark - I see, uh-huh, or is that
so?
Echo - repeating the last few words the
speaker said.
Mirror - showing you understand by
reflecting what has just been said: you feel
that.
Phrasing questions.
Open.
Closed.
Break Down
Communication Barriers
Complete
Concise
Correct
Conversational
Dos of Listening
Dos of Listening
Show interest.
Express empathy.
Be silent when silence is needed.
When you think that something is
missing, ask simple, direct questions
to get the necessary information.
Dos of Listening
Argue.
Interrupt.
Engage in other activities.
Pass judgment too quickly.
Jump to conclusions.
Let the other persons emotions
act too directly on your own.
Summary
Objectives
Summary