Business Communication:- Important topics.
1. 1. A. Energy of the communicator
Energy in case
of verbal or non-verbal communication is always important. It reflects the body language and the tone of the person. Communication carried out with
a sense of confidence and full of energy reflects positivity. It fills the
atmosphere with positive vibes. The positivity can be a feeling of inspiration,
confidence, or any other feeling which enhances a sense of optimism. The viewers
can be influenced by such type of communicator. If we converse with an
individual with positive energy, it is responsible for stimulating our
thinking. The conversation is built more and many times new ideas are born
out of it. It stimulates our thinking. Helps individuals thinking to grow. It
helps an individual think in a broader sense and opens new gateways to ideas
and thoughts. Thus, communicating effectively with positive energy is of
utmost importance.
B. It is tough to communicate with others.
This
usually (not always) has to do with the fear of rejection. We might transmit,
but what if it is not accepted? What if it is dumb? What if it is wrong? In
short, will my image be harmed? This is natural. But becomes a hurdle if
instead of accepting it and moving on, we manufacture a lot of justifications
to make it stay! ("I am just reserved", "They won’t understand
anyway", "I would if I did not have an English/stage fear/stuttering/language.
problem...") This is solved if we realize it is less about you, and more
about having something that you CARE to communicate. Maybe a helpful
idea/solution. We then accept that we ARE still afraid/nervous (which is
natural) but communicate anyway (because it is worth it). We might want to
communicate 100 but lose out 30%. Fear focuses on the 30%. Care realizes that
the 70 % is better than 0%.
C. Communication Effectiveness
Effective
Communication is defined as the ability to convey information to another
effectively and efficiently. Business managers with good verbal, nonverbal and
written communication skills help facilitate the sharing of information between
people within a company for its commercial benefit.
Significance of Effective Communication: -
-
Construct and Foster Sustainable and Productive
Relationship
-
Give space to Innovations
-
Help Build an Effective Team
-
Effective Management
-
Contributes to the Overall Growth of the
Organization
D. Theory X Communicators
Theory
X managers tend to take a pessimistic view of their people and assume that they
are naturally unmotivated and dislike work. As a result, they think that team
members need to be prompted, rewarded, or punished constantly to make sure that
they complete their tasks. Work in organizations that are managed like this can
be repetitive, and people are often motivated with a "carrot and
stick" approach. Performance appraisals and remuneration are usually based
on tangible results, such as sales figures or product output, and are used to
control staff and "keep tabs" on them. Although Theory X management
has largely fallen out of fashion in recent times, big organizations may find
that adopting it is unavoidable due to the sheer number of people that they
employ and the tight deadlines that they have to meet.
2. 2. Explain the communication process model and
ultimate objective of the communication process? Refer to your mandi field
experiences appropriately while answering these questions.
Five
Basic Steps in the Communication Process Model
Step #1 Set your objectives
before engaging in communication or starting to convey a message. - What is/are
the objective(s)? What action do you want the person who receives the message
to take, once they understand the message? Why is the message important?
Step #2 Identify the receivers
(the target audience) of your communication. - Makes it possible to tailor your
message for optimal understanding. Allows you to target those appropriate for
receiving your message.
Step #3 Choose your communication
method. - Base your choice on what you are trying to achieve. Consider the
skill level of the receiver(s). Pick a suitable form, i.e. telephone, email,
power point presentation, etc.
Step #4 Consider your
receiver(s). - Your receiver(s) level of competence and understanding. How they
learn and receive information best, i.e. visually, verbally, etc. Combine
methods of communication to meet the needs of all receivers, i.e. handouts with
verbal explanations.
Step #5 Conform your
communication to the feedback received. - Look for a consensus of understanding
Change your message, type of communication, style, tone, etc. as feedback is
received.
The primary objective of
communication in management is to convey information—instructions, policies,
procedures, decisions, etc., so the listener will hear, read, understand what
is said, agree and accept the message, and react as intended by the manager or
sender of communication. Other motivating goals or objectives of managerial
communication may be social interchange, personal advancement,
self-expression. Conversely the employee also has similar goals of
communication in an organisation.
3. 3. Identify and discuss 3 customer objections?
Being a Business communication student, explain why and how they are not real
objections?
a.
Price Objection: - One of the most common
objections is the price objection. It is important to ask probing questions to
really understand the nature of this objection. Many prospects use the price
objection as a negotiating ploy to determine how much flexibility there is in
the pricing, while others use it as a way to object due to budget constraints.
It’s best to always be prepared for the price objection. The bottom line on the
price objection is that people buy when they see the value. Cost (or price) is
what the customer actually pays for the product or service. Value is the
benefit that the customer receives from the product or service. It is value
that customers assign to a product or service that determines the price. For
example, value is what causes customers to pay more for an iPod than a
comparable MP3 player. Customers perceive that the design and function of an
iPod delivers more value, even at a higher price, than comparable products made
by other manufacturers. This is the essence of value.
b.
“I’m Already Satisfied” Objection: - Many times
prospects will object with what is called the “I’m already satisfied” objection
(also called the need objection). This can be a more challenging objection than
price because it might include a hidden objection, an objection that is not
openly stated by the prospect but is an obstacle in the way of making the sale.
In this situation, a prospect doesn’t state his concern about making the
purchase. Instead, he might ask trivial questions to avoid the issue or he
might not ask any questions at all and simply state that he does not have a
need for the product or service.
c.
“I Have to Think about It” Objection: - While
the “I have to think about it” objection might sound like an objection, it is
actually a stall. This “objection” usually occurs when a prospect isn’t
completely comfortable with you and your product or service. This is the
classic stall tactic and is a signal for you to build your relationship.
Prospects usually use this objection when they are trying to mask some fear or
risk that they have about committing to the sale. Your challenge is to uncover
the risk that the prospect sees and build your relationship with him to build a
deeper trust.