BUSINESS ENGLISH

LECTURE 2
Communicative Competence
SYNOPSIS
1.Basics of Leadership Communication
2.Communicative Skills – Business English
Nature, Process and Partners
Communication Model and agencies
One Way vs. Two ways Communication
Key to Effective Written Communication
Nature of Barriers
Communication Failure
Defensiveness: Employer vs. Employee
An Analysis: Communication barriers; Effective communication
2. 7 C’s of Communication
3. Business Language
4. Listening Exercise
 3

Basics of Leadership Communication

 PROBLEM IN COMMUNICATION
4

“The single biggest problem in communication is the

illusion it has taken place.”

 George Bernard Shaw

5

LACK OF SENDING AND RECEIVING DIRECTIONS

 Communication
6

A process by which information

and understanding are transferred
between a sender and a receiver
 Communication Goals
7

To change behavior

To get and give

To get action
Information

To persuade To ensure understanding

Source: CGAP Direct

 A Basic Model of the Communication
Process
8

Potential noise and distortion

Leader encodes Receiver decodes
message Channel message

Return message encoded and sent

Feedback Loop
 Barriers to communication
9

Noise
Inappropriate medium
Assumptions/Misconceptions
Emotions
Language differences
Cultural differences
Poor listening skills
Use of jargon
Distractions
 The Leader as Communication Champion
10

Purpose Directed
Direct attention to
Strategic Leader vision/values, desired
outcomes; use
Conversation as persuasion
Internal and Open climate Communication
external Listening Champion
sources Discernment Methods
Dialogue Use rich channels
Stories and metaphors
Informal
communication
 Why Open the Communication Channels?
11

An open climate is essential for cascading vision,

and cascading is essential because:

Natural Law 1:

You Get What You talk about –

 A vision must have ample ‘air time’ in an organization. A vision must be shared
and practiced by leaders at every opportunity.
 Open Communication
12

 Asking questions
 Leader-centered

 Follower-centered

 Listening
 Engaged listening
 Ten Keys to Effective Listening
13

Keys Poor Listener Good Listener

1. Listen actively Is passive, laid back Asks questions;
paraphrases what is said

2. Find areas of interest Tunes out dry subjects Looks for opportunities,
new learning

3. Resist distractions Is easily distracted Fights distractions;

tolerates bad habits;
knows how to
concentrate
4. Capitalize on the fact Tends to daydream with Challenges, anticipates,
that thought is faster slow speakers summarizes; listens
than speech between lines to tone of
voice
5. Be responsive Is minimally involved Nods; shows interest,
positive feedback
 (contd.)

14

Keys Poor Listener Good Listener

6. Judge content, not Tunes out if delivery is Judges content; skips
delivery poor over delivery errors

7. Hold one’s fire Has preconceptions; Does not judge until

argues comprehension is
complete
8. Listen for ideas Listens for facts Listens to central themes

9. Work at listening No energy output; faked Works hard; exhibits

attention active body state, eye
contact
10. Builds for long term Resists difficult material Does not interrupt or try
relationship in favor of light, and sell ideas – uses
recreational material influence
BUSINESS ENGLISH
EXERCISE
 Giving advice
16

1. You might have to

to pay
pay two
two month’s
month’s rent a) for free with most banks

2. When you move out of a flat b) your landlord will check the inventory

c) to withdraw money from a cash point

3. You can have an overdraft
4. You can use your bank card from home
5. You need to be registered with a doctor
6. Most employers include medical insurance
7. Using top-ups
8. You need to check that there is
d) as a deposit before you move into a flat
e) broadband access in the area where you live
f) means you don’t need to sign a contract
for your mobile phone
g) to get medical treatment
h) as part of their employment package
18
1. You might have to pay two month’s rent as a deposit before you move into a flat
2. When you move out of a flat your landlord will check the inventory

3. You can have an overdraft for free with most banks

4. You can use your bank card from home to withdraw money from a cashpoint
5. You need to be registered with a doctor to get medical treatment
6. Most employers include medical insurance as part of their employment package

7. Using top-ups means you don’t need to sign a contract for your mobile phone
8. You need to check that there is broadband access in the area where you live

Which pieces of advice are true for your country?

Which are different?
What other advice and information could you give?

You don’t need You’d You

It’s a You have to...
to
good better... must
you need to
idea to
Review Lecture 2
1. Communicative Skills – Business English
Nature, Process and Partners
Communication Model and agencies
One Way vs. Two ways Communication
Key to Effective Listening