RO LE OF

CO MM UN ICAT IO N
IN
BU SINES S

Dr. M. Sandhya Sridevi

 Importance of Communication Skills
Research Findings :-
Corporate Recruiters Ranked four communication skills – Writing,
Speaking, Listening & Interpersonal communication - in the top five
criteria for selecting employees.
 Another International Study revealed that 96% of employers reported that
employees must have good communication skills to get ahead.
 A Similar study, this one concerning MBA applicants, concluded that 85%
of the recruiters hold communication skills to be the most important of the
skills sought.
 Another study, this one of five hundred under-graduate & graduate
business students, business communication was ranked 1st among all core
business courses.
 Some Studies show there is a high correlation between communication
and income. Even among college graduates, those with higher scores in
literacy earn 47% more than lower scoring graduates.

All these indicate, improving your communication skills improves

your chances for success in business/career
 We spend 50% - 80% of our waking hours in communication. Of this,

About 45% is spent in Listening

About 30% is spent in Speaking
About 15% is spent in Reading
About 10% is spent in Writing

Status of Non Verbal Communication

55 % Visual
7 % Verbal
38 % Tonal
Total Nonverbal communication 93%
The importance of body language in oral communication be noted that of
information relayed to the brain –

87% is Via the Eyes,

9% is Via the Ears,
4% is Via the Other Senses(Taste, Touch ).
 Mastering Communication Skills

With whom ?

What ? Why ?

How? Where ?

When ?
 Mastering Communication Skills

 What to communicate
 What is the objective of communication
 How to communicate
 Whom to address
 When to communicate
 How often to communicate
 How to get the feed back
 How to evaluate communication
 Where am I communicating
 Objectives of Communication
 To develop information and understanding among all workers and
this is necessary for group effort
To foster any attitude which is necessary for motivation, co-
operation and job satisfaction
To discourage the spread of misinformation, ambiguity and rumours
which can cause conflict and tension
To prepare workers for a change in methods of environment by
giving them necessary information in advance
To encourage subordinates to supply ideas and suggestions for
improving upon the product or work environment and taking these
suggestions seriously
To improve labour -management relations by keeping the
communication channels open and accessible
To encourage social relations among workers by encouraging inter-
communication. This would satisfy the basic human need for a senses
of belonging and friendship.
ESSENTIALS FOR EFFECTIVE COMMUNICATION

Be clear about the purpose

Understand the process of communication
Be clear about your target audience
Develop good communication skills
Be well informed
Plan your communication
Be positive in approach
Avoid extreme feelings
Be sincere, don’t manipulate
Be consistent
Appreciate the time factor
Use proper modes and channels
Be cost conscious
Obtain feed back
 Forms of Communication
Internal
F
o
r Planned communication among
m insiders (letters, reports, memos, e-
a mail) that follows the company’s
l chain of command
I
n Casual communication among
f employees (e-mail, face-to-face
o conversations, and phone calls that
r do not follow the company’s chain
m of command)
a
l
External
Planned communication with
outsiders (letters, reports, memos,
speeches, website, and news
release)
Casual communication with
suppliers, customers, investors,
and other outsiders (face-to-face
conversations, e-mail, and phone
calls)
 Basic truths about communication

Meanings sent are not always received

Meaning is in the mind – not in symbols
The symbols of communication are imperfect
 Handling Feedback

Stage I : our S Surprise , Shock

normal Feeling Angry, Annoyed, Irritated and Imaptient
reaction to A
criticism Defensiveness – giving reasons, explanations,
D excuses

Stage II : F Force yourself to hear out the other

person
What we Ask probing questions
need to do A
Find out what you must do differently
D
Styles of Human Communication

 The Controlling Style

 The Equalitarian Style
 The Structuring Style
 The Dynamic Style
 The Relinquish Style
 The Withdrawal Style
 Behavior of Controlling Style

The communication is usually one way

The communicators are directive, demanding, and

controlling

The communicators insist that their ideas be tried first

The communicators persuade others to follow their

course of action

The communicators use power and authority in

gaining compliance

The communicators may use manipulation

 Behavior of Equalitarian Style

 The communication is two way

 The communicators stimulate and draw out the

thoughts and intents of others

 The communication is free and fluid

 The atmosphere is one of mutual understanding

and personal interest

 The communication is friendly and warm

 Behavior of Structuring Style

The communication is oriented toward systematizing

the environment

The communicators influence others by citing the

standards, procedures, or rules which apply to a
situation

Communication is directed toward clarification of

the structure or establishing structure for a problem
 Behavior of Dynamic Style

The communicators are brief and to the point

The communicators are frank and direct

The communication content is pragmatic and

action-oriented
 Behavior of Relinquish Style

The communicators submit to the desires of others

The communicators comply with the other person’s

point of view

The communicators are receptive to other people’s

ideas and contributions

The communicators shift responsibility to the other

person

The communicators assume a supporting role

 Behavior of Withdrawal Style

Communication process is avoided

No influence is sought or desired

An independent rather than an interactive approach to

decision making is used

The communicators avoid the subject under discussion

by talking about something else or by shifting to a verbal
attack of the other person rather than responding.
 Components of Successful Intercultural Communication

Cultural Awareness Cultural Flexibility

(Reocgnising Differences) (Overcoming ethnocentricity)

CULTURAL SENSITIVITY

EFFECTIVE INTERCULTURAL COMMUNICATION

COMMUNICATION SKILL

Cultural Technique
Cultural Languages
Cultural Exposure (Developing written/oral
(Overcoming Barriers)
(Studying other cultures) skill)
Categories of Cultural Differences

• Contextual Differences
• Ethical Differences
• Social Differences
• Non – Verbal Differences
 Some of the Examples of Cultural Differences

• E - Mails to U.S. people and French people

• Wearing the caps and uniforms at work – U.S. and Japanese
• Wearing green hat for Chinese and others
• ‘Can we table for a while ?’ means to Australians and Americans
• Saying ‘Yes’ by Japanese means different to U.S. people
• Punctuality, Privacy, Personal Space & proper Greetings – Germans and
U.S. people
 BUSINESS COMMUNICATION – YESTERDAY,
TODAY AND TOMMOROW

YESTERDAY, communication was through sounds, gestures and

pictures.

TODAY, communication is a mix of conventional skills and new age

technology.

TOMMOROW’S, communication is set to be increasingly electronic

and dehumanized.
NEW TERNDS IN BUSINESS COMMUNICATION

• E – Mail
• E – Commerce
• E – Business
• Internet
• Communication Networking Systems
• Data Warehousing
• Teleconferencing
• Video Conferencing
• Short Messaging Systems
Dr. N. Samba Siva
 TYPES OF HUSBAND – WIFE RELATIONSHIPS

PATTERN ONE : The thrusting husband and the caring wife: no cause for stress

PATTERN TWO : Both husband and wife are thrusting. A lot of stress can be seen.

PATTERN THREE : Two involved people: not only are they enjoying their own careers but are
also understanding each other

PATTERN FOUR : Involved husband and a caring wife: the husband may have guilt feelings
leading to problems

STAGES IN A MARRAIGE
The three stages in a typical marriage are :-
1. Mad for each other
2. Made for each other
3. Mad at each other
 Role of Relationship

Raj : “ you can never do things right. Try

working on this project. If you are lucky you
may not redo it.”

Raj : “ This is an interesting project. Do you

think you would be able to do it. I know last
time something went wrong with the project,
but every one makes mistakes. Suppose we sat
down and discussed it threadbare I’m sure you
would be able to do wonders.”
 Instead of trying to force
employees into a homogenous
corporate mould of the
company’s strategy, structure
and systems, an alternative
philosophy may be based on
purpose, process and people.
Such an approach focuses on
developing and leveraging every
employee’s unique talents,
abilities and skills.
 The Characteristics of Relationship

 Interpersonal relationships begin with awareness

 Interpersonal relationships develop through coordinated

interaction

 As relationships unfold, we begin to analyze and

evaluate them

 Our relationships are influenced by outside forces

 Our relationships can control us as much as we control

them

 Relationships are constructed and maintained through

communication
 Think
Use your imagination

3 and 3 can make 33

3 and 3 can make 0
3 and 3 can make 27
3 and 3 can make 1
3 and 3 can make 6
 Relationship Stages
CONTACT
•Perceptual Exit

•Interactional

INVOLVEMENT
•Testing Exit
•Intensifying

INTIMACY
•Interpersonal commitment Exit
•Social Bonding

REPAIR DETERIORATION DISSOLUTION

•Intrapersonal repair •Intrapersonal dissatisfaction •Interpersonal

Exit
separation
•Interpersonal repair •Interpersonal dissactisfaction
•Social/public
separation
 Win/Lose Conversation Model

Me

Lose Win

Lose Both lose I win – you lose

You
Win
You win – I Both win
lose
 Parallel Win/Lose Conversations

Polarization Effect Fixation Effect

Position X Position X

Conversational
Conversational Distance
Distance

Position Y Position Y
Time Time
 Sequential Win/Win Conversation

Persuasion Effect Co-operation Effect

Position X Position X

Conversational Conversational
Distance Distance

Position Y Time Position Y Time

 Conversation Direction Chart

Rejection
Disagreement Consideration
Agreement Commitment

1 2 3 4 5
 Complementary Transactions

P P P P
Stimulus S
A A A A
Response
C R
C C C

Agent Respondent Agent Respondent

Crossed Ulterior
P P P P
R R
A A A A
S S
C C C C

Agent Respondent Agent Respondent

Johari window : A model of inter-personal process

Known to self Unknown to self

I II Known to
Public Blindspot others

III IV Unknown
Private Unknown to others
 Life positions

You are O.K

I am O.K I am not O.K.

I I
You are O.K. You are O.K. am
am
O.K not
O.K
I am O.K. I am not O.K
You are not O.K. You are not O.K

You are not O.K

 The sources of self-concept

Other’s Images
How do significant others see me ?

Your Interpretation and

Social Comparisons Evaluations
Self concept
How do I compare to my How do I evaluate my own
peers ? feelings and behaviors ?

Cultural Teachings
How do I fulfill the teachings of my
culture ?
What is personality :
Personality is the brand image of an
individual. It is made up of three Broad
aspects :
Character
Behavioural Traits
Attitude

Character Traits :
Integrity
Discipline
Dedication
Behaviour traits :
Interpersonal Skills
Communication Skills
Leadership qualities
Stress Management
Time Management

Attitude :
Positive Attitude
Win-Win Situation
Keeping the end in mind
Synergistic Approach
Developing an Assertive Personality
Developing an assertive personality calls for
paying attention to eight major components. These are
progressive and hierarchical in order

Building self – esteem

Knowing how to listen
Taking risks
Knowing how to say NO
Knowing how to give a constructive feedback
Handling Criticism
Knowing how to express and receive a positive
feedback
