Rostyslav Chayka. Business communication
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Rostyslav Chayka. Business communication
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Rostyslav Chayka. Business communication
- 2. Capability to good communication: The art of being able to structure and transmit a message in a way that another can easily understand and/or accept Goal: Use proactive way in official communication
- 3. Business communication basics Rhetoric Psychology Philosophy Sociology Linguistics Cross-cultural communication
- 4. What is business communication? Business Communication include topics: Customer relations Consumer behavior Advertising Public relations Corporate communication Community engagement Research & Measurement Reputation management Interpersonal communication Employee engagement Online communication Event management
- 5. Business communication methods Web-based communication E-mails Reports Presentations (visual communication) Telephoned meetings Instant messenger discussions Face to face meetings
- 6. Types of Communication Verbal Oral Written Electronic Nonverbal Expression Expressive behaviors Body language
- 7. Communication Distinctions Formal/Informal Official/unofficial information exchange Vertical/horizontal Superior-subordinate/peers Personal/impersonal Situation of mutual influence/exchange without mutual influence Insrumental/expressivet Necessary for job/nonjob information transmission
- 8. Sender-Receiver Model: Each single communication 5 steps message formation message encoding message transmission message reception message decoding PATHWAY BETWEEN 2 PEOPLE- INTERACTION OCCURS
- 9. PERCEPTION AND INTERPRETATION PERCEPTION AND INTERPRETATION FORM FILTERS FOR MESSAGES Creates potential for communication breakdown: Result = miscommunication USE SIMPLICITY, CLARITY, APPROPRIATE TIMING, RELEVANCE, ADAPTATION TO CIRCUMSTANCES, AND CREDIBILITY
- 10. Be Clear Make sure you’re both talking about the same thing There’s a tendency to use euphemisms and vague terms in dealing with difficult matters… this can lead to confusion
- 11. Communication Networks Chain Wheel Y All-channel Circle
- 12. Мета-модельные нарушения в общении Упущения (удаления) отсутствие указательного индекса они согласились исправить ошибку за 3 дня кто-то может сделать быстрее они не пришли на собрание сравнение предложеный способ работы лучше исключение я опасаюсь проблем суждение Иванов – эгоист
- 13. Мета-модельные нарушения в общении Обобщения (генерализации) неконкретный глагол Иванов меня раздражает неконкретное существительное у нас произошел несчастный случай универсальные обобщители все знают что это легко комплексная эквивалентность у вас не было электричества – вы ничего не делали
- 14. Мета-модельные нарушения в общении Искажения номинализация у нас проблемы с коммуникацией модальные операторы возможности я не могу этому научиться модальные операторы необходимости я должен подождать перед ответом пресуппозиции я все силы кину на эту роботу
- 15. Мета-модельные нарушения в общении Искажения причинно-следственная связь ты не понял потому что глупый чтение мыслей он не заинтересован реверсивный референт ты меня огорчаешь
- 16. Define Communication Plan Communication Plan: Points of Contact Communication Tools 3 Communication Items 4
- 17. Communication Tools Messengers MFU Phone calls, conferences, etc. PMC Customer’s tracking tool: Collabnet
- 18. Communication Scheme PM PC Customers Team Leader EPAM Team QA Manager EPAM QA Team Supervise
- 19. Why are we covering these topics? Up to 90%of a manager’s time is spent on some form of communication Corporate Leadership Council Fairness and accuracy of informal feedback is the number one performance driver (out of 106 identified drivers)
- 20. Effective message structure Introduction Problem Threats Proposition Result Effect Conclusion
- 22. Related to choice of channel
- 23. Related to message structure
- 24. Related to delivery style
- 26. Six Areas of Organizational Communication Problems Accessibility of information Communication channels Clarity of messages Span of control Flow control/communication load Individual communicators
- 27. Effective feedback Effective feedbackis the core component in all communication.
- 28. Feedback:
- 30. So, what is effective feedback? FAST
- 31. What is Business Communication? Business communication is the givingand receiving of feedback between individuals and/or groups for the purpose of exchanging information and altering or enhancing performance.
- 32. Group Feedback:
- 33. FEEDBACK AND CRITICISM Both constructive/negative criticism exist Use feedback constructively to improve individual and team productivity and performance Affects morale, motivation and team cohesiveness Leader directed feedback is powerful tool in shaping behavior of team as team FEEDBACK AND CRITICISM
- 34. Four Types of Feedback Clarifying (Проясняющий) restating instructions, making sure there is no confusion Interpretive(Интерпретативный) involves making observation of the team’s behavior Judgmental(Оценочный) involves drawing conclusion in form of value judgment Personal reaction gives information about your personal feelings
- 35. Ask for more information Agree with the critic Use listening skills to guide the critic toward the real problem source Communication Strategy:Responding to Criticism
- 36. CONSTRUCTIVE CRITICISM Not focused on blame Not person’s characteristic, attack, defamation of character Focused on an analysis of the problem Positive critiquing includes: BALANCING THE POSITIVES AND NEGATIVES POINTING OUT PROBLEMS AND SOLUTION OPTIONS
- 37. What is conflict? A potential by-product of ineffective feedback.
- 38. Conflict
- 39. Conflict No matter what the circumstances do not look at the conflict as a “win or lose” situation Your focus should be on what's best for everyone
- 40. What we’re working for? Positive Feedback N I C E !!!!! YES!!!!!!!!!!!!!! Holy cow you’re fast! Thanks! Fan-freaking-tastic!!!
- 41. And finally… Customer Should Be “HAPPY”!
- 42. Business Correspondence Rules - E-Mail Communication
- 43. Business Correspondence Rules - E-Mail Communication
- 44. Business Correspondence Rules - E-Mail Communication
- 45. Business Correspondence Rules - E-Mail Communication
- 46. Why don’t you make use of pony like this?
- 47. Be ready to switch to other task at any time !!! You should be ready to switch to other task discussion and execution at any time…
- 48. Some customers may produce dozens emails in a day… In such cases it’s better firstly to read all emails and than execute tasks as the thing requested at 1:20 PM can be cancelled at 7:17 PM It’s better firstly to read all emails
- 49. Business communication methods 1. Take Another Look Before You Send a Message. 2. Do Not Default to "Reply All". 3. Keep Emails Short. Do not intimidate recipients with too much text. 4. Clean Up Emails Before Forwarding Them. 5. Don't Forward Hoaxes. 6. Write Perfect Subject Lines. 7. Do Let People Know Their Mail Has Been Received. 8. Talk About One Subject per Email Message Only. 9. Punctuation Matters 10. Use Acronyms Sparingly. DYK? Not everybody knows every acronym
- 50. Business communication methods 11. Writing in All Caps is Like Shouting 12. Be Careful with Irony in Emails. No, really! I mean it. Honestly! 13. "Re:" is for Replies. "Re:" means "Reply:" and should only be used in replies. 14. Email Leaves a Permanent Record. 15. Message with high importance should be answered in 2 hours, message with normal importance – in one day. 16. If you in CC, it suppose that somebody want you to be informed about topic of email. You are not obligated to answer.
- 51. 10 Characteristics of Effective Communications Traits
Hinweis der Redaktion
- 2 min
- 2 min:Distinctions – разграничениеMutual - взаимный, обоюдный, совместныйinstrumental (basic or skill mastery)expressive (enjoyment or self-fulfillment) Expressive – выразительный
- 3 min:
- 1 min:SIMPLICITY - простотаCLARITY – доходчивостьRELEVANCE – уместностьCIRCUMSTANCES – обстановкаCREDIBILITY - доверительность
- 1 min:euphemisms - эвфемизм (слово, которое служит заменой слова, считающегося грубым, обидным или неприличным)
- 1 min:
- 1 min:Timing – расчет времени,своевременность.Delivery Style– манера доставкиDelivery style refers to the way in which you connect the preparation to the expression of your speech. The three delivery styles – impromptu (экспромтом), formal, and extemporaneous - are basically different ways to structure the relationship between you and your notes. You will want to choose the style that best suits your material, your speaking situation, and to some extent your skill.ImpromptuSometimes known as speaking "off the cuff" or "off the top of your head", impromptu speaking involves deciding what you are going to say just before you say it. Speakers who are very familiar with their material, are speaking on very informal occasions, or want to convey as sense of spontaneity will often use the impromptu style. Although there is no formal organization involved, the impromptu speech should be organized clearly and listener friendly. The "tell 'em what you are going to say, say it, tell 'em what you said" pattern can still apply. The speaker should organize his or her main points in her head and try as best as she can to stay on track. Sticking to two or three points and articulating those points at the very beginning of the address will help both the speaker and the audience remember what the speaker plans to cover.The benefits of the impromptu delivery style are mainly the sense of rapport with the audience and flexibility with the material a speaker has. An impromptu speaker can maintain continuous eye contact with the audience and can chose to include or exclude material depending upon the feedback from the audience. FormalThe formal (sometimes called manuscript) delivery style involves preparing the speech material word for word. The speech is then delivered either from memory or by reading from a script or teleprompter. A speaker using the formal delivery style must be careful to maintain eye contact and vocal variety so as not to bore his or her listeners by appearing to read to them.The benefits of a formal style of delivery are primarily that the speaker has the maximum amount of control over what he or she is going to say. The formal style is most appropriate when a speaker has to be very precise or the wording of a speech must be chosen very carefully. ExtemporaneousExtemporaneous speaking requires the speaker to prepare an outline of the speech but come up with the specific wording at the time of delivery. Notes brought to the podium will remind the speaker which point is next. An extemporaneous speaker will practice his or her speech many slightly different ways within the same overall framework. It is best to have your introduction and conclusion worked out precisely to maximize control of the beginning and end of the speechExtemporaneous speaking combines some of the benefits of both the formal and impromptu styles. Like the formal style, the speaker has some control over the material; he or she can gather material, organize it and practice it before the speech. Like the impromptu style, the speaker has some flexibility. Because the specific words used to express ideas are being chosen at the time of the speech, the speaker can more easily adapt to feedback and create a sense of connection with the audience. For the same reason, the extemporaneous speaker will appear conversational and sincere.Mode– (метод, методика, способ) - Communication Tools
- 1 min:Timing – расчет времени,своевременность.Delivery Style– манера доставкиDelivery style refers to the way in which you connect the preparation to the expression of your speech. The three delivery styles – impromptu (экспромтом), formal, and extemporaneous - are basically different ways to structure the relationship between you and your notes. You will want to choose the style that best suits your material, your speaking situation, and to some extent your skill.ImpromptuSometimes known as speaking "off the cuff" or "off the top of your head", impromptu speaking involves deciding what you are going to say just before you say it. Speakers who are very familiar with their material, are speaking on very informal occasions, or want to convey as sense of spontaneity will often use the impromptu style. Although there is no formal organization involved, the impromptu speech should be organized clearly and listener friendly. The "tell 'em what you are going to say, say it, tell 'em what you said" pattern can still apply. The speaker should organize his or her main points in her head and try as best as she can to stay on track. Sticking to two or three points and articulating those points at the very beginning of the address will help both the speaker and the audience remember what the speaker plans to cover.The benefits of the impromptu delivery style are mainly the sense of rapport with the audience and flexibility with the material a speaker has. An impromptu speaker can maintain continuous eye contact with the audience and can chose to include or exclude material depending upon the feedback from the audience. FormalThe formal (sometimes called manuscript) delivery style involves preparing the speech material word for word. The speech is then delivered either from memory or by reading from a script or teleprompter. A speaker using the formal delivery style must be careful to maintain eye contact and vocal variety so as not to bore his or her listeners by appearing to read to them.The benefits of a formal style of delivery are primarily that the speaker has the maximum amount of control over what he or she is going to say. The formal style is most appropriate when a speaker has to be very precise or the wording of a speech must be chosen very carefully. ExtemporaneousExtemporaneous speaking requires the speaker to prepare an outline of the speech but come up with the specific wording at the time of delivery. Notes brought to the podium will remind the speaker which point is next. An extemporaneous speaker will practice his or her speech many slightly different ways within the same overall framework. It is best to have your introduction and conclusion worked out precisely to maximize control of the beginning and end of the speechExtemporaneous speaking combines some of the benefits of both the formal and impromptu styles. Like the formal style, the speaker has some control over the material; he or she can gather material, organize it and practice it before the speech. Like the impromptu style, the speaker has some flexibility. Because the specific words used to express ideas are being chosen at the time of the speech, the speaker can more easily adapt to feedback and create a sense of connection with the audience. For the same reason, the extemporaneous speaker will appear conversational and sincere.Mode– (метод, методика, способ) - Communication Tools
- План коммуникации должен быть в значительной степени упреждающий, профилактический нежели основанный на простой готовности к реакции.
- 2-3min:Clarity - доходчивостьSpan - диапазон
- Вне зависимости от обстановки, нельзя рассматривать конфликт как Выиграл или Проиграл ситуацию.Нужно сфокусироваться на том, что лучше для обоих.Circumstances – среда, обстановка
- 1 minIn the line "To": the Employee is to indicate the direct recipients of the message and/or those who a reply is expected from.Note! The audience of addressees should include all interested persons, but minimized at the most in order not to overload Employees with unnecessary correspondence. In the line "Cc": the Employee is to indicate those who are to be informed as well and who are not expected to answer. In case of received messages the receiver listed in is not required to answer to the questions and issues raised in the mail message; such an addressee shall follow the communication and wait until the original addressed persons will provide their answers. It is not recommended to mix addressees from different companies or organizations (except EPAM Systems) in the lines "To:" and "Cc:" - to avoid the leakage of information. Use this with extra care. The message is to contain a completed subject line, providing a brief description of the message subject matter, and a standard polite complimentary close and a signature block. When replying, the history of the message is to be kept (using the menu tabs Reply, Reply to All and Forward).
- 1 minIn the line "To": the Employee is to indicate the direct recipients of the message and/or those who a reply is expected from.Note! The audience of addressees should include all interested persons, but minimized at the most in order not to overload Employees with unnecessary correspondence. In the line "Cc": the Employee is to indicate those who are to be informed as well and who are not expected to answer. In case of received messages the receiver listed in is not required to answer to the questions and issues raised in the mail message; such an addressee shall follow the communication and wait until the original addressed persons will provide their answers. It is not recommended to mix addressees from different companies or organizations (except EPAM Systems) in the lines "To:" and "Cc:" - to avoid the leakage of information. Use this with extra care. The message is to contain a completed subject line, providing a brief description of the message subject matter, and a standard polite complimentary close and a signature block. When replying, the history of the message is to be kept (using the menu tabs Reply, Reply to All and Forward).
- 2 minIf the reply is inserted into the body of the original message, the insertions are to be marked: With the Employee's identifier, e.g. [Alex Petrov] or abbreviated [AP]; With a color different from the one of the original message; By indenting the inserted section to the left. For request or instruction messages, requiring time to be followed, the Employee must necessarily send a reply in confirmation of the following: the receipt of the message; the clarity of the task; the approximate time and deadline for the fulfillment. For informative messages, the recipients are to be indicated in the "Сc" line, and the "Subject" line is to contain the abbreviation FYI (For Your Information). It is highly recommended to write the message body in English. The Subject of the message is to be written in English, or at least in the Latin letters. If writing in Russian, it is advisable to set out the Russian encoding through the menu: Format®Encoding®Cyrillic(Windows). All Employees have to use the standard corporate complimentary close and signature block in their business correspondence (see the Outlook policy). The corporate complimentary close and signature block are obligatory for the external correspondence. Regarding the reply and forward messages, the usage of the corporate complimentary close and signature block is optional and is a matter of personal preference. The Company's local offices may also use the similar signature in the native language for external communication in the local market. It is recommended to use the Microsoft Certificate for data encryption and digital signing of the business correspondence (see the Outlook policy for details and Data Encryption and Digital Signing Work Instruction for information how to receive, install and use the Microsoft Certificate). All Employees have to use the standard corporate complimentary close and signature block in their business correspondence (see the Outlook policy). The corporate complimentary close and signature block are obligatory for the external correspondence. Regarding the reply and forward messages, the usage of the corporate complimentary close and signature block is optional and is a matter of personal preference. The Company's local offices may also use the similar signature in the native language for external communication in the local market. It is recommended to use the Microsoft Certificate for data encryption and digital signing of the business correspondence (see the Outlook policy for details and Data Encryption and Digital Signing Work Instruction for information how to receive, install and use the Microsoft Certificate).
- 2 minIf the reply is inserted into the body of the original message, the insertions are to be marked: With the Employee's identifier, e.g. [Alex Petrov] or abbreviated [AP]; With a color different from the one of the original message; By indenting the inserted section to the left. For request or instruction messages, requiring time to be followed, the Employee must necessarily send a reply in confirmation of the following: the receipt of the message; the clarity of the task; the approximate time and deadline for the fulfillment. For informative messages, the recipients are to be indicated in the "Сc" line, and the "Subject" line is to contain the abbreviation FYI (For Your Information). It is highly recommended to write the message body in English. The Subject of the message is to be written in English, or at least in the Latin letters. If writing in Russian, it is advisable to set out the Russian encoding through the menu: Format®Encoding®Cyrillic(Windows). All Employees have to use the standard corporate complimentary close and signature block in their business correspondence (see the Outlook policy). The corporate complimentary close and signature block are obligatory for the external correspondence. Regarding the reply and forward messages, the usage of the corporate complimentary close and signature block is optional and is a matter of personal preference. The Company's local offices may also use the similar signature in the native language for external communication in the local market. It is recommended to use the Microsoft Certificate for data encryption and digital signing of the business correspondence (see the Outlook policy for details and Data Encryption and Digital Signing Work Instruction for information how to receive, install and use the Microsoft Certificate). All Employees have to use the standard corporate complimentary close and signature block in their business correspondence (see the Outlook policy). The corporate complimentary close and signature block are obligatory for the external correspondence. Regarding the reply and forward messages, the usage of the corporate complimentary close and signature block is optional and is a matter of personal preference. The Company's local offices may also use the similar signature in the native language for external communication in the local market. It is recommended to use the Microsoft Certificate for data encryption and digital signing of the business correspondence (see the Outlook policy for details and Data Encryption and Digital Signing Work Instruction for information how to receive, install and use the Microsoft Certificate).
- 2 min:Distinctions – разграничениеMutual - взаимный, обоюдный, совместныйinstrumental (basic or skill mastery)expressive (enjoyment or self-fulfillment) Expressive – выразительный
- 2 min:Distinctions – разграничениеMutual - взаимный, обоюдный, совместныйinstrumental (basic or skill mastery)expressive (enjoyment or self-fulfillment) Expressive – выразительный