Business Communication

Kartik Vyas
Potentials Unlimited
Mumbai
India
1. Context
What factors are relevant to this situation.

2. Objective
What do I want to accomplish in this situation.

3. Approach
Which is the Better way of doing it.

4. Technique
What specific methods should I use to solve it.
 Dimensions of
Communication
Verbal
Non verbal – Body Language
+Tone
Listening
Asking Questions
Feedback – asking and giving
Assertive Communication
Communication :
Leadership responsibility
of creating
Understanding
and
Trust
Listening Feedback

Semantics Tune to receiver

Lack of Planning: Who, When, Where,

Objectives,Options What,Why, How

Failure to see Need Awareness

Assumption Facts

Self-Interest Empathy
 Emotional
Intelligence
The Competencies
Daniel Goleman
 The Competence
Framework
Personal competence
These competencies determine how we
manage ourselves.
Self awareness
Self-Regulation
Self Motivation

Social Competence
These competencies determine how we
handle relationships.
Social Awareness and Empathy
 Self-Awareness
Knowing one’s internal states,
preferences, resources and intuitions

Emotional Awareness

Accurate Self-assessment

Self-Confidence
 Self Regulation
Managing one's internal states,
impulses, and resources
Self-control
Trustworthiness

Conscientiousness

Innovation
Adaptability
 Self Motivation
Emotional tendencies that guide or facilitate
reaching goals
Achievement drive

Commitment

Initiative

Optimism
Social Awareness &
Empathy
Awareness of other's feelings, needs
and concerns
–Understanding Others
–Developing others
–Service orientation
–Leveraging diversity
–Political awareness
 Social Skills
Communication
Conflict Management
Change Catalyst
Building Bonds
Collaboration and Cooperation
Team Capabilities
Influence
Leadership
1. The process of using our
Eyes,
Ears and
Mind
to
Understand
Meanings and
Feelings.
Nonverbal Do’s and Don’ts for
the Listener
1. Pay attention/Concentrate
2. Maintain Eye contact
3. Show Interest by Appropriate gestures –
- Nodding, Smiling
4. Encourage the speaker by words/sounds-
- “I see, yes, really, go on, Hmmm, Correct,
Is it? “
5. Don’t Interrupt
1. Mirror content-
Repeating important words, phrases or sentences
used by the speaker.

2. Rephrase/Paraphrase/Summarise the content-

Putting speaker’s meaning into your own words.

3. Reflect feeling-
Paying attention to speaker’s feeling not just words
and conveying the same to the speaker.

4. Rephrase the content and Reflect the feeling-

Includes both 2nd and 3rd stages.
Nonverbal Do’s and Don’ts for
the Listener
1. Pay attention/Concentrate
2. Maintain Eye contact
3. Show Interest by Appropriate gestures –
- Nodding, Smiling
4. Encourage the speaker by words/sounds-
- “I see, yes, really, go on, Hmmm, Correct,
Is it? “
5. Don’t Interrupt
 Feedback
1. Make it Specific not vague
2. Focus on behaviour not personality
3. Keep it positively worded not negatively
4. Use words like “more, less, better” not
“good, bad”
5. Convey what you have observed not
passing judgement
 Empathic Listening
Shows Responses that Indicate
Understanding
•I hear what you are feeling
•I understand what you are seeing
•I am interested and concerned
•I have no desire to change you
•You can feel free in my presence
•I don’t judge or evaluate you