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Business Communication

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by

Marissa Cruz

on 2 April 2014

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Transcript of Business Communication

Business Communication
Objectives
Instill the importance of business communication to the audience

Provide practical guidelines relating to how someone can communicate successfully in a specific situation
What is Business Communication?
Factors Affecting Face to Face
and Oral Communication
Channels of Communication
How to Achieve Effective Business Communication
Cultural Differences
The Importance of Oral Communication
Ice Breaker

"The Alien Game"
Topics to Cover
What is Business Communication?
Common Communication Systems Within and Between Organizations
Importance of Effective Business Communication
Channels of Communication
Factors Affecting Face to Face and Oral Communication
Cultural Differences
How to Achieve Effective Business Communication
a term that can be defined as the contact between the people in an organization for the intention of carrying our the business activities. It is used to promote a product, service, or organization as well as pass on information within a business or work as an official statement from a company.
Common Communication Systems Within and Between Organizations
Downward Vertical Flow
Senior Management
Middle Management
Upward Vertical Flow
Senior Management
Middle Management
Horizontal Flows
Senior Management
Middle Management
X
Y
Z
Importance of Effective Business Communication
Share information, ideas, attitudes, beliefs
Initiate action points
Establish links with people in the organization
Exhibit the company culture
Face to Face
Meetings
Interviews
Presentations
Informal Discussions
Oral
Telephone
Voicemails
Answer Machines
Written
Letters
Memos
Reports
Emails
Visual
Charts
Tables
Diagrams
Slides
Attitude
Refers to taking control of the way we communicate
Getting into the right frame of mind
Displaying respect for other people
Behaving respectfully
Listening with an Open Mind
Listen with the intention to understand
Lower your barriers
Judgmental listening
Distorted listening
Stereotype-based listening
Resistive listening
Past-behaviour based listening
Attraction-based listening
Provide feedback.
Be open for correction
Verbal Communication
Refers to our spoken words
Pronunciation

Accent

Clarity of Speech

Choice of Language

Use of Foreign Words
Tone

Volume

Rhythm and Pace

Articulation

Stress
Non-Verbal Communication
supplements spoken words. They add meaning, modifies, reinforce or complements
Examples: a nod, a smile,a pat on the back, a handshake, an upright posture
7% - 38% - 55% rule
Facial Expressions
Our face can convey different emotions. The common ones are happiness, sadness, anger, surprise, disgust, fear, confusion, excitement, desire, contempt.
Eye Contact
Gestures
Use proper handshakes
Posture
Open posture involves keeping the trunk of the body open and exposed. This can indicate openness and friendliness.
Close posture involves hunching forward and keeping the arms and legs crossed. This can show unfriendliness and anxiety.
Proxemics or Personal Space
Intimate distance (6 to 18 inches)

Personal distance (1.5 to 4 feet)

Social distance (4 to 12 feet)

Public distance (12 to 15 feet)
Appearance
Forms of Non-Verbal Cues
EXERCISE
"Let's Face It!"
Our eyes are being referred to as the "windows to the soul".
1. The Lobster
2. The Politician
3. School Yard Bully
4. The Pointer
5. The Professional Shake
Crossed arms might indicate that the person is being defensive or self-protective.
Standing wit hands placed on the hips is an indication that the person is ready and in control. It can also be a sign of aggressiveness.
Clasping the hands behind the back can indicate that the person is bored, or angry.
Rapidly tapping fingers or fidgeting might express that the person is impatient or bored.
Crossed legs can indicate that the person is feeling closed off or can show dislike or discomfort to another individual.
The way you dress, the suitability of your clothes on the occasion, the make up you wear are some of the factors that contributes to the communication that takes place between individuals.
Business Etiquette
Refers to the expected behaviours and expectations for individual actions within a place of business
Face to Face / Meetings
Business Introductions
This is about authority, not gender
During Meetings (Speaker)
During the Meetings (Participants)
DO'S
DON'TS
Phone
Voicemail
ACTIVITY
"ISTORYA"
Ok sign
Thumbs up
Pointing with an index finger
Handshake
Cheek Kiss
Head Nod
Silence
Individualistic vs. Collectivistic Culture
High Context vs. Low Context
Receiving Calls
Making Calls
Closing the Call
Full transcript