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Business Communication Overview . LECTURE 32. Assertion. People who are able to say what they mean and acknowledge other people’s rights to express opinions and feelings are assertive communicators.

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assertion
Assertion
  • People who are able to say what they mean and acknowledge other people’s rights to express opinions and feelings are assertive communicators.
  • Non-assertive behavior is another term for aggressive or submissive behavior this way we fail to express honest feelings ,thoughts and beliefs.
crisis
Crisis
  • Discomfort
  • Incident
  • Misunderstanding
  • Tension
  • Crisis
negotiation strategies
Negotiation strategies
  • Win-win, both parties are satisfied with the settlement
  • Win-lose, the party who initiated the conflict being satisfied
  • Lose-win, the initiator is dissatisfied
  • Lose-lose ,the objectives of both parties are too rigid so that they are unable to collaborate
types of individuals
Types of individuals
  • Self-denying (introverts)
  • Self-protecting (side-tracking)
  • Self-exposing (wish to be center of attention)
  • Self-bargaining (show their feelings if you show yours first)
  • Self-actualization (ideal)
types of powers
Types of powers
  • Legitimate powers
  • Expertise power
  • Reward power
  • Coercive power (use authority and force against interest of other)
  • Consultative power (able to advise)
customer types
Customer types
  • Impatient customers
  • Rude customers
  • Boring customers
  • Over fussy customers
  • Cooperative customer
work team enablers
Work team enablers
  • Power
  • Accountability
  • Capability
  • Direction
  • Transparency
slide9

Forming

  • Storming
  • Norming
  • Performing
  • Adjourning
attributes
Attributes
  • Patience
  • Perseverance
  • Integrity
  • Honesty
  • Commitment
  • Devotion
  • Hardwork
course contents
Course contents
  • Definition of Business Communication
  • Theories
  • Barriers
  • Verbal/Nonverbal
  • Seven Cs
  • Listening skills
  • Business writing
  • Audience Analysis
slide12

Memos, Office-notes, Letters, Faxes

  • Reports, Feasibility/Proposals
  • E-mails
  • Resume/CV writing
  • Interview skills
  • Meetings
  • Presentation skills
recommended books
Recommended Books
  • 1. Business Communication & Technologies-Beck, Harvey, Mylonas, Rasmussen
  • 2. Business Communication Today (Lesikar & Flatley)
  • 3. Business Communication Today –ll (Bovee & Thill)
  • 4. Business Communication (Mary Ellen Guffey)
slide14

”Electric communication will never be a substitute for the face of someone who with their soul encourages another person to be brave and true. “ --Charles Dickens

slide15

"Developing excellent COMMUNICATION skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can't get a message across clearly and motivate others to act on it, then having a message doesn't even matter."

Gilbert Amelio, President and CEO of National Semiconductor Corp.

slide16

“The real art of CONVERSATION is not only to say the right thing at the right place, but to leave unsaid the wrong thing at the tempting moment.” ~Dorothy Nevill

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