MGT1200 Business Communication

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MGT1200Business Communication

• Introduction

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MGT1200Business Communication Introduction

• Ray Hingst
• Unit leader, lectures tutorials
• Lea Rapoport
• lectures tutorials
• Lectures / tutorials
• lecture - Monday, 11 am to 1 pm, T 1.20
• tutorial 1 -Wednesday, 4 pm to 6 pm, T 1.20
• tutorial 2 - Thursday, 12 noon to 2 pm, T 1.20

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Consultation

• Monday from 2 pm to 4 pm
• Tuesday from 11 am to 1 pm
• Room T 3.58
• Phone [phone]
• On-line discussion groups
• slides from lecture

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Background

• Career
• Education
• Professional associations
• Family
• Interests

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MGT1200Business Communication Topics

• Effective workplace communication
• Researching data theory experience
• Persuasive writing
• Writing skills business letters, memos
  electronic communication
• Writing skills reports writing for large
  audiences
• Interviewing - customer relations
• Public speaking business presentations
• Team building communication
• Non-sexist, non discriminatory language
  effective inter-cultural communication

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MGT1200Business Communication

• Texts
• Dwyer, J. 2002, Communication in Business
  Strategies and Skills, 2nd edn., Pearson
  Education Australia Pty Ltd, Sydney.
• Summers, J. Smith, B. 2002, Communication
  Skills Handbook, John Wiley Sons Australia Ltd
  Brisbane.

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MGT1200Business Communication

• Module 1
• Effective Workplace Communication

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MGT1200Business Communication

• This session - communication
• defined
• process
• system
• levels
• forms of, verbal / non-verbal
• planning of
• flow
• barriers
• listening / hearing

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Communication

• Communication is the purposeful exchange of
  messages between people to create a common
  understanding.

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Communication process (Dwyer 2002, p.8)

• Channel
• television, telephone,
• speaking, writing,
• computer
• Interference
• 
  Context
• environment, status, time

RECEIVER self-concept family culture skills feeli
ngs attitudes values
SENDER self-concept family culture skills fe
elings attitudes values
Message
Feedback
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Business communication practices

• Examples
• speaking listening
• discussing giving feedback
• networking negotiating
• Channels
• face-to-face
• telephone
• fax
• email / internet

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Communication systems

• 3 levels of communication systems
• Formal / official system
• Semiformal / consultative system
• Informal system

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Formal communication system

• Official channels used for sending important
  messages.
• Examples official memos, letters, reports,
  financial statements, files and records,
  instruction manuals, official announcements on
  notice board or staff newsletters
• Usually in writing
• approved by a person with authority
• copies are maintained

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Semi-formal communication system

• Used where discussion is required, e.g.
• solving problems
• making plans, developing new ideas
• solving disputes
• obtaining consensus
• Consultative and flexible approach
• suggestions and opinions are sought, discussed
  and lead to a decision

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Semi-formal system, cont.

• Formal / semi-formal structure
• meetings, seminars, discussions
• Messages are unofficial
• not controlled by the organisation
• Results converted to written form and fed into
  official communication system as official data

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Informal communication system

• The grapevine
• Develops from informal relationships among staff
• Cannot be controlled by management
• No set structure
• Fast and highly influential
• Often incorrect and only half the story

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Informal system cont.

• Flourishes best when
• insufficient information from formal channels
• official information is unclear, too late or
  conflicts with the perceived real position
• when people are prevented from communicating
  except through official channels
• Grows and changes as it travels

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Levels of communication

• Personal
• 
  Intra-
• personal
• 
  Interpersonal
• Public communication
• Mass communication
• Impersonal

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Forms of communication

• Verbal communciation
• oral (speaking / listening)
• written
• Nonverbal communication
• body language
• layout and presentation
• Graphic communication

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Nonverbal Communication

• Classifications
• personal - unique to a person
• cultural - common to a group of people from a
  particular cultural group
• universal - common to people everywhere
• e.g. to show sadness, happiness
• random - unrelated to the verbal message
• e.g. behaviour such as a sneeze or cough. May be
  distracting

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Nonverbal Communication

• Vocal qualities Use of space
  Body movement
• Use of artefacts
  Physical
• 
  
  characteristics
• Physical environment Time
  Touching behaviour

Nonverbal communication is conveyed through
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Body movement cont.

• Regulators
• used to control verbal interaction
• e.g. nodding head for someone to continue,
  holding hand up to stop someone talking
• Adaptors
• personal habits developed in childhood
• e.g. stroking chin, picking imaginary lint from
  clothing etc
• Affect displays
• reveal the feelings of the person when words are
  held back
• e.g. blushing

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Voice

• How words are said, not what is said
• Tone, pitch, speed
• Emotions may be revealed
• e.g. grief, anger, fear

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Space

• Four different comfort zones
• Public
• Social
• Personal
• Intimate

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Environment

• Layout of furniture
• Colour
• Temperature
• Smells
• Music
• Environment should put people at ease and match
  their expectations

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Touching behaviour

• Stroking
• Hitting
• Holding
• Guiding
• May console, control, show affection or dominate

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Artefacts

• Objects used to convey nonverbal messages about
  self-concept, image, mood, feelings or style
• e.g. perfume, clothes, lipstick, glasses,
  hairpieces
• The choice of clothes may reflect the mood, the
  occasion or your attitude to the occasion

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To interpret the total message

• Listen to the words
• Watch for nonverbal behaviour
• Check the meaning of nonverbal behaviour when
  verbal and nonverbal messages conflict
• Consider the context or setting

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Goals of business communication

• Giving or obtaining information
• Giving or obtaining agreement
• Giving or obtaining action

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Planning communication

• Planning checklist
• What do you want to communicate?
• Why is this communication necessary?
• Who will you communicate with?
• How should you communicate your
• message?
• When should you deliver your message?

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The Listening Process

• 3/4 of communication is conveyed by speaking and
  listening
• listening takes up twice as much time as speaking
• good listening skills are a distinct advantage in
  business

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Listening vs Hearing

• Hearing - a passive activity no effort
• Listening - requires
• active involvement, attention
• interpretation of message
• understanding
• takes time and effort

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Listening skills

• Types of listening

Attending
Encouraging

Reflective
Active
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Attending listening

• Indicate interest
• focus on speaker, give physical attention
• suitable environment - remove distractions and
  interruptions, make speaker feel comfortable
• eye contact, consider culture
• orientation - use positive body language
• personal space - be aware of a persons personal
  zone ...........cont.

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Attending listening cont.

• Let speaker speak - dont interrupt with
  questions or comments unnecessarily
• Encourage speaker to continue - use encouraging
  responses and nonverbal cues such as nodding
• Dont ask too many questions. Wait for cue from
  speaker or ask open questions
• Allow silences - give speaker time to continue

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Encouraging listening

• Provide feedback which encourages the speaker to
  further discuss a point
• use conversation openers
• invite speaker to continue

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Reflecting listening

• Feelings and content of message are restated or
  mirrored to indicate understanding or acceptance
• paraphrase
• clarify
• reflect feelings e.g. I missed out on the
  promotion - follow with Youre disappointed?
• reflect meanings
• summarise

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Active listening

• Relate back to the speaker the total message
  received (both content and feeling)
• suitable for problem solving or counselling
• a cluster of attending, encouraging and
  reflecting listening skills

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Barriers to effective listening

• Psychological distractions
• mind wandering off track, lack of interest,
  emotions, selective attention, pre-conceived
  ideas, ignoring nonverbal cues
• Physical distractions
• background noise, silence, room temperature, poor
  lighting, too close etc
• Personal distractions
• feeling tired, hungry, thirsty, cramped, ill

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Interpersonal Communication

• two-way interaction
• verbal and nonverbal signals

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End of Module 1

• No tutorial this week
• Tutorial next week Web CT sessions
• Mandy Snelgar Student ITS
• Wednesday K 1.09
• Thursday K 1.10
• Then failproof exam techniques!
• Reading
• Study Book Module 1
• Text, chapters 1, 3, 4 5
• Selected Readings 1 and 2