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Business Communication Skills Unit 2

The document covers various methods of communication including linguistics, non-linguistics, and para-linguistics, emphasizing the importance of effective written and oral communication. It discusses the qualities, objectives, and constraints of written communication, as well as the significance of listening skills in interpersonal interactions. Additionally, it outlines barriers to listening and strategies to overcome them to enhance understanding and relationships.

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8 views

Business Communication Skills Unit 2

The document covers various methods of communication including linguistics, non-linguistics, and para-linguistics, emphasizing the importance of effective written and oral communication. It discusses the qualities, objectives, and constraints of written communication, as well as the significance of listening skills in interpersonal interactions. Additionally, it outlines barriers to listening and strategies to overcome them to enhance understanding and relationships.

Uploaded by

user-819226
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Business Communication

Unit 2
Unit 2 Methods of Communications

• Methods of Communications: Linguistics, Non- Linguistics and


Para- Linguistics, Art of Listening Written communication, Forms
of written communication. Qualities, difficulties in written
communication, Constraints in developing effective written
communication Types or Channels of Communication: Internal-
Vertical, Horizontal, Consensus, Grapevine External- Inward,
Outward ,Merits and Limitations of methods & types of
communication
Linguistics

• Linguistics is the scientific study


of language. The modern-day
scientific study of linguistics
takes all aspects of language into
account — i.e., the cognitive, the
social, the cultural, the
psychological, the environmental,
the biological, the literary, the
grammatical, the paleographical,
and the structural.
Non-linguistics

• Non-linguistic
elements in
conversation
include
sounds,
gestures and
facial
expressions.
Para linguistics

• “Paralinguistic communication” has been defined as “not WHAT you say,


but THE WAY you say it.” Paralanguage, sometimes known as nonverbal
communication, is communication by means other than words, although
(usually) operating alongside language.
• Features are
• Volume of voice
• Speed of voice
• Intonation
• Tone
• Pronunciation
• Articulation
• Pause
• Punctuation marks
Written Communication

• Written communication is defined as clear expression of ideas in


writing, includes grammar, organization and structure.
• Qualities of written communication
• Most formal form of communication
• Exercised for documentation
• Used to circulate information
• Conventional in nature
• Sender and receiver need not be present at the same time
• Creative activity
• Involves time factor
• It has fewer cycles
Objectives of written communication

• To provide evidence
• To convey urgent messages
• To provide permanency of records
• To communicate requests, instructions and orders
• To help in decision making
Principles of effective written communication

• Place the reader first


• Keep to the point
• Set the right tone
• Write a strong opening
• Write a strong close
Forms/ Methods of Written communication

External Written Internal Written


communication communication
• Business letters • Circulars
• Correspondence
• Notices
• Proposals
• Technical article • Memorandum / memos
• Facsimiles/ Fax • Complaints
• Telegrams • E-mails
• Telex messages
• Questionnaire/ Form
• Brochures / Leaflets
• Press Release • Minutes
• Reports • Staff Newsletters
Constraints in developing Effective written
communication

• Planning and organization


• Proper format
• Style
• Grammar and proofing
• Limit humour
Merits of written communication

• Content cannot be distorted


• Economical
• Precise and clear
• Record can be maintained
• Goodwill and image building
• Mass dissemination
• Effective communication
• Delegation of authority
• Accurate presentation
• Prevention of wastage of time and money
Limitations / difficulties of written
communication
• Expensive
• Formal
• Difficulty in amendment
• Causes misunderstandings
• Feedback
• Time consuming
• Useless for illiterate person
• Difficult to maintain secrecy
• Delay in response
• Delay in decision making
• Complex words
• Lack of direct relation
Difference Written and Oral communication

Written Communication Oral communication


• Expressed in written form • Expressed in oral words
• Can be precise • Cannot be precise
• More time consuming • Less time consuming
• Easy to understand if expressed in • Might remain incomplete and
clear terms hence difficult to comprehend
• Usually formal in nature • Usually informal in nature
• Generally taken seriously • Taken casually
• Can be verified from the records • Cannot be verified.
Listening

• Listening is a crucial aspect of effective communication. While


hearing is simply the act of perceiving a sound via the ears,
listening involves hearing as well as understanding what is heard.
• Listening is a process of receiving, interpreting and reacting to the
messages received from the communication sender.
• Listening is an activity that can be turned on and off consciously.
It starts with the receiver’s becoming aware that they should
listen and become attentive to what is being said.
Elements of effective listening

• Hearing
• Filtering
• Interpreting
• Evaluating
• Responding
Essentials of listening

• Listen with patience


• Understand the emotions of the speaker
• Restatement and summary
• Set aside time for questions and discussions
• Get past common clichés
• Avoid interrupting the speaker
• Talk less, listen more
• Establish a close relationship with the speaker
Objectives of listening

• Develops and builds strong relationships.


• Obtains and understands information
• Objectively evaluates the message, which involves estimating its
correctness and also judging its relevance to a given situation
• People may also listen to something for their own delight
• People may also listen to understand the problems of others who
might want to share and lighten their burden of sorrows. Someone
may also listen for seeking advice.
Reasons behind poor listening

• Filtering
• Guessing
• Discounting
• Relating
• Rehearsing
• Forecasting
• Placating: placating involves the process of agreeing upon
everything in order to avoid any type of conflicts.
Process of listening

Sensing/selecting stage

Interpreting stage

Evaluating stage

Responding stage

Remembering stage
Types of listening

• Discriminative listening (understand the • Comprehensive listening (content,


emotions by tone) informative and full listening)

• Active listening • Passive listening


• Biased listening • Evaluative listening (interpretive,
judgemental or critical listening)
• Appreciative listening
• Sympathetic listening
• Empathetic listening
• Therapeutic listening
• Dialogic listening (people acquiring knowledge
by listening) • Relationship listening
Listening skills strategies

• Do not interrupt
• Ask searching questions
• Statements of confirmation
• Concentrate fully on what the speaker is saying
• Non-listening exercise
Importance of listening

• Respect • Greater clarity


• Information • Willingness of speaker to open
• Better relationships up more
• No misunderstandings • Identifies agreements and
disagreements
• Defuses conflict
• Considers different points of
• Airtime view.
• Increased likability
Barriers to listening

• Physical barriers
• Psychological barriers
• Linguistic barriers
• Cultural barriers
Overcoming the barriers to listening
1. Maintain eye said 11.Remove 16.Read between
contact 6. Do not hastly distractions the lines
2. Notice body interpret the 12.Acknowledge 17.Grasp the total
language speaker what the speaker meaning
3. Avoid gestures of 7. Do not cut short is saying in 18.Observe the
distraction the speaker different ways speaker’s
4. Do not be afraid 8. Make the speaker13.Maintain cool gestures
to ask questions comfortable attitude 19.Do not pretend
5. Paraphrase and 9. Do not quarrel 14.Respect pauses to pay attention
summarise what with the speaker or silence 20.Do not be
the speaker has 10.Remain impartial 15.Respond honestly prejudiced.

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