International Edition Herta A. Murphy Herbert W. Hildrandt Jane P. Thomans

1. Effective Business Communication International Edition Herta A. Murphy Herbert W. Hildrandt Jane P. Thomans Azizullah Qazikhail, 0707717661 a_qazikheil@hotmail.com

2. Communication: • Is the process of sending and receiving messages, • whether you are exchanging e-mail, giving a formal • presentation or chatting with co-workers. Effective Communication • Producing the intended result. • When other understand your message correctly • and respond to it the way you want them. Business Business: the activity of buying, selling, or supplying goods or services for money legally.

3. Effective Communication: • Helps manage your work flow. • Improves business relationships. • Enhances your professional image. • Provides variety of other important benefits. • Effective communication is at the center of virtually every aspect of business because it connects the company with all its stakeholders: customers, employees, shareholders, suppliers, the community and the nation.

4. Definitions and their Analysis: Communication is the various processes, both formal and informal, by which information is passed between the managers and employees within a business, or between the business itself and outsiders. Up Ward Down ward Within: Horizontal Information: A collection of facts from which conclusions may be drawn Business Outsiders

5. Definitions and their Analysis: Communication is a two way process of transmitting and receiving verbal and nonverbal messages. Verbal Non-Verbal

6. Verbal Verbal Spoken Written

7. Nonverbal Nonverbal Illustrations Body Language

8. Definitions and their Analysis: Communication is a dialogue, not a monologue. In fact, communication is more concerned with a dual listening process." Dialogue Monologue

9. Components of Communication Context Sender-Encoder Message Medium Receiver-Decoder Feedback

10. 1. Context Every Communication begins with a context. Context is a broad field that includes country, culture, organization, and external and internal stimuli. Every country, every culture, and every company or organization has its own conventions for processing and communicating information. . January 1, 2020 10

11. 2. Sender-Encoder When you send a message, you are the “encoder”, the writer or speaker, depending on whether your message is written or oral. January 1, 2020 11

12. 3. Message The message is the core idea you want to communicate; it consists of both verbal (written or spoken) symbols and nonverbal (unspoken) symbols. January 1, 2020 12

13. 4. Medium To transmit your message to receiver, you select a communication channel such as the telephone, letter, memo, and an email. The choice of channel depends on your message, your audience’s location, the media available to you, your need for speed and formality required. January 1, 2020 13

14. 5. Receiver-Decoder The message receiver is your reader or listener, also known as the decoder. Many of your message may have more than one decoder. January 1, 2020 14

15. 6. Feedback Ultimately the receiver reacts with either the desired response based on a clear understanding of the symbols or with an undesired response because of miscommunication. Feedback can be oral or written. It can also be an action, such as receiving in the mail an item you ordered. Sometimes silence is used as feedback. January 1, 2020 15

16. Verbal and Nonverbal Communication Nonverbal Communication: Body Language a. Appearance b. Gestures c. Eye-contact d. Facial Expressions e. Voice f. Touch

17. Verbal and Nonverbal Communication Nonverbal Communication Appearance Hairstyle, clothes, body size, make up decoration. Surroundings, furnishings, machine, architecture, room size, lighting • The format, size, stationery, color affect.

18. Verbal and Nonverbal Communication Nonverbal Communication Facial Expression Face has 90 muscles. 30 muscles purely express emotions • A person face reveals whether someone is happy, angry, tired, hungry, thirsty, or nervous Smiles and frowns tell others how a person feels

19. What is the feeling of the baby? smile cry happy fear surprise angry

20. Verbal and Nonverbal Communication • Ear grasp • “I’m sorry.” in parts of India • Cupping the ear • “I can’t hear you.” in all societies • Pulling ear • “You are in my heart” for Navajo Indians

21. Verbal and Nonverbal Communication Nonverbal Communication Moisture Fear, embarrassment, pressure • Anger, • Natural sign of embarrassment

22. Verbal and Nonverbal Communication Nonverbal Communication Lips Biting Lips Childish or communicates anxiety.

23. Verbal and Nonverbal Communication Nonverbal Communication Hand body Language Tighter the fist, the stronger the feelings

24. Verbal and Nonverbal Communication Nonverbal Communication Hand body Language Handholding among the same sex is a custom of special friendship and respect in several Middle Eastern and Asian countries.

25. Verbal and Nonverbal Communication • Right hand. The right hand has special significance in many societies. In certain countries in the Middle East and in Asia, it is best to present business cards or gifts, or to pass dishes of food, to get an attention, using only the right hand or both. • Left hand is considered unclean in Middle East and in parts of Indonesia.

26. Verbal and Nonverbal Communication • The “O.K.” signal. (the thumb and forefinger form a circle) means • “fine,” or “O.K.” in most cultures, • “zero” or “worthless” in some parts of Europe • “money” in Japan • an insult in Greece, Brazil, Italy, Turkey, Russia and some other countries

27. Verbal and Nonverbal Communication Nonverbal Communication Hand body Language Striking Two hands fist: 1) extreme tension 2) Invitation to fighting 3) Punching the air can be a indication of triumphal excitement.

28. Verbal and Nonverbal Communication Nonverbal Communication Finger Body Language Pointing. • Pointing with the index finger is common in North America and Europe. • But it is considered impolite in Japan and China where they favor using the whole open hand. • Malaysians prefer pointing with the thumb.

29. Verbal and Nonverbal Communication Nonverbal Communication Finger Body Language Thumbs up = Approval Thumbs down= Disapproval V Shape= Victory And some other signs?

30. Verbal and Nonverbal Communication Nonverbal Communication • Walking can reflect many characteristics of a culture. For example, • In parts of Asia and some of the Middle Eastern countries, men who are friends may walk holding each other’s hand. • In Japan and Korea, older women commonly walk a pace or two behind male companion. • Asians often regard Western women as bold and aggressive, for they walk with a longer gait and a more upright posture.

31. Verbal and Nonverbal Communication Nonverbal Communication • A person voice, that is, not what is said but how it is said, conveys important messages. Voice includes: • Pitch- how high or low the tone of voice is • Male have lower-pitched voices than female. • Nervous or anxious people tend to indicate their anxiety by higher-pitched voices. • Sometimes employees will lower their voices to appear older on phone. • When person speaks in one tone, it is calledmonotone.

32. Verbal and Nonverbal Communication Voice Nonverbal Communication • Rate- how quickly or slowly is said • A person who is tense will speak rapidly • Rapid speech is very difficult to understand by people who are not native English speakers. • Speech rate may reflect regional differences. People raised in the South tend to talk more slowly and Northeasterners more rapidly than those from other parts of the country.

33. Verbal and Nonverbal Communication Nonverbal Communication Volume • Some voices can put the listener to sleep; others will make the listener pay attention. • Volume- the loudness or softness of a voice People speak loudly in order to push their ideas .

34. Body Language is Everybody’s First Language From birth, before learning to speak, humans develop body language skills Specifically, ATTENTION is what we learn first Crying, making noise, and sudden movements are all babies’ attempts to gain attention We also learn how to determine if someone is paying attention to us by observing their body language cues

35. Silence • The world of silence may be cold and bitter one like the deep waste of the Arctic regions . • Silence builds wall and walls are the symbols of failure

36. Functions of Silence (To provide thinking time) To allow the speaker thinking time In order to continue verbal communication, It is important to have an opportunity.

37. Functions O’ Silence (Cont’d) • To be ready for future messages to recall references and what to come next • Confessing undying love

38. Functions O’ Silence (To Hurt) • Silence is weapon • After a conflict • Silence is sometimes dramatic demonstration of the total indifferences one person feels toward the other it is refusal to recognize a person as a person

39. Functions O’ Silence (To Isolate Oneself) • Silence is personal anxiety, shyness • Breaking silence is taking risk • Fight response

40. Functions O’ Silence (To Prevent Communication) • Silence is to prevent the verbal communication of certain messages • Once said something can’t be unsaid • Silence allows us to cool off • Keep quiet and people think you philosopher.

41. Functions O’ Silence (To Communicate Feelings) • Religious ceremonies • To communicate nothing

42. Time • On time • 5min.-10 min. • Clock watching • 2hour late (Entering dinning hall without being sorry) • Totally unaware when to leave.

43. Time and Status • High status people • Eating with high status people

44. Time and Appropriateness • When to do something ? • When to say something to be effective

45. Space • Proximity refers to the use of space and how space influences relationships and communication? • How comfortable do you feel when a boss or teacher stands almost nose to nose with you?

46. Space (Cont’d) • The distance will vary, depending upon the people involved, their relationship to each other and their purpose for being together.

47. Joint Functions O’ Verbal and Non-Verbal Communication • Nonverbal messages support verbal • We want to make strong defense system. • Nonverbal messages may contradict the verbal messages.

48. Joint Functions of Verbal and Nonverbal Communication (Cont’d) • Nonverbal messagesmay replace verbal. • You and your friend may exchange a knowing look during a meeting when someone else claims ownership of your friends idea. • Nonverbal Messages regulate verbal messages • When someone puts his hand to his ear during your presentation, what should you do? • If someone looks at watch while you’re explaining a process, what might you do?