BUSINESS COMMUNICATIONS

Interpersonal Skills

Role of a manager emphasises the need for interpersonal skills. People skills is the ability to work with other people, solve problems, negotiate differences and handle conflicts so that you can do your job effectively.

 There is one phrase I hate to see on any executives evaluation, no matter how talented he may be, and thats the line: he has trouble getting along with people. To me thats the kiss of death. --- Lee Iacocca (Former Chrysler chairman)

Emotional intelligence The ability and skills of interacting well with others.

Cognitive IQ takes a back seat to Emotional intelligence in determining outstanding job performance.

A. COMMUNICATION CLIMATE

It describes the quality of personal relationships in an organisation. Do people feel respected? Do they trust one another? Do they believe that they are appreciated?
Overall organisational climate vis--vis microclimate.

Communication climate is a key factor in job satisfaction and commitment to the organisation.

Communicators need to understand how to create a positive climate. A positive climate can exist in the worst working conditions.

Messages that express feelings of value as

confirming

messages that fail to express value

disconfirming

Jack Gibbs views on confirming

1.

2.
3. 4. 5.

6.

Use Descriptive I language. Focus on solving problems and not controlling others. Be honest: dont manipulate. Show concern for others. Demonstrate an attitude of equality. Listen with an open mind.

B. GIVING PRAISE
Sincere praise, delivered skillfully, can produce dramatic results. Power of praise: Make praise specific Praise progress, not just perfection Praise intermittently Relay praise Praise sincerely.

C. Dealing with criticism.

Criticism is inevitable . Either you are criticizing or you are being criticized. It generally starts a cycle of defensiveness that pollutes the communication climate.

Offering constructive criticism

Communication plays a major role in critical evaluations.

The way you present your comments makes the difference.

HOW??
1.

Consider the content Limit the criticism to one topic. Make sure the criticism is accurate. Define the problem clearly. Show how your criticism can benefit the recipient.

2. Consider the sender. Choose the most credible critic. Make sure the criticism is appropriate to the critics role.

3. Consider the relational climate Deliver remarks as a part of a positive relationship. Accept partial responsibility for the problem. Accompany your criticism with an offer to help.

4. Consider the delivery Deliver criticism in a face saving manner Avoid sounding judgmental

Responding to criticism
Fight and Flight responses. Need for alternatives that allow you to listen non defensively without losing face

How?????
1.

Seek more information Ask for examples or clarification Guess about details about criticism Paraphrase the critic Ask what the critic wants

2. Agree with the criticism Agree with the facts Agree with the critics perception Emphasize areas of common ground

3. Work for a Cooperative Solution Ask for the chance to state your point of view Focus on a situation, not on finding fault.

MANAGING CONFLICT

Disagreement. Work related and Personal issues The problem is not the conflict but the way in which it is handled. With the right approach conflict can produce good results. Constructive criticism.

Approaches to conflict..
1.

Avoiding Accommodating

2.

3.

Competing
Collaborating Compromising

4.

5.

NEGOTIATING SKILLS
Even the clearest and most positive communication doesnt guarantee a positive response. They can accept the status quo. The more powerful side can try to impose a solution. The parties can reach an agreement by negotiating.

Negotiation is a way of settling conflicts in business. Styles and outcomes: 1. Win- Lose orientation 2. Lose Lose orientation 3. Compromise 4. Win- Win orientation.

Which styles to use??

Cooperation versus Competition Power versus Trust Distorted versus Open Communication Self Centered versus mutual Concen.