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NGUYÊN LÝ GIAO TIẾPUnit 1: An introduction to communication...2 1.1 Definition...2 1.2 Communication process...2 1.3 Characteristics of communication...3 1.4 Levels of communication...4

NGUYÊN LÝ GIAO TIẾP

Unit 1: An introduction to communication 2

1.1 Definition 2

1.2 Communication process 2

1.3 Characteristics of communication 3

1.4 Levels of communication 4

Unit 2: verbal communication and non-verbal communication 5

2.1 Verbal communication 5

2.2 Non-verbal communication 7

2.3 Verbal and non-verbal differences 9

Unit 3: Principles of communication in business 9

3.1 Communication barriers 9

3.2 principles of effective communication 14

3.3 Facilitating communication 14

Unit 4: Business communication in practice 16

4.1 Types of business communication 16

4.2 Spoken language and written language: 17

4.3 Common modes of business communication 18

Unit 1: An introduction to communication

Communication is the process of sending and receiving information among people It is away of reaching others by transmitting ideas and thoughts, feeling and values.

2 Message: what needs to be communicated Messages are verbal utterances and nonverbal

behaviours to which meaning is attributed during communication Messages make aconnection between senders and receivers

3 Receiver: the person who will receive the message All interpretations by the receiver are

influenced by their experiences, attitudes, knowledge, skills, perceptions, and culture

4 Feedback: the receiver’s response to the attempt by the sender to send the

message.Feedback is an essential part of effective communication It is the final link in thechain of the communication process Feedback is a key component in the communicationprocess because it allows the sender to evaluate the effectiveness of the message

5 Channel/ medium of transmission: the means of communication Most channels are

either oral or written, but currently visual channels are becoming more common astechnology expands

6 Context or setting: circumstances within which communication takes place Context

includes the physical, social, historical, psychological, and cultural circumstances thatsurround a communication episode

-Physical context: includes its location, the environmental conditions (temperature, lighting,and noise level), the distance between communicator, seating arrangement, and time of day -Social context: is the nature of relationship that may already exist between senders andreceivers

-Historical context: is the background provided by previous communication episodesbetween the communicators

Up -Psychological context: includes the moods and feelings each person brings to theencounter

-Cultural context: includes the values, attitudes, beliefs, orientation, and underlyingassumptions prevalent among people in a society

7 Interference or noise: stimuli that interferes with the communication process

1.3 Characteristics of communication

❖ Communication has purpose

When people communicate with each other, they have a purpose for doing so The purpose

of a given transaction may be either serious or trivial One way to evaluate the success ofthe communication is to ask whether it achieved its purpose

❖ Communication is continuous

Because communication is nonverbal as well as verbal, we are always sending behavioralmessages from which others draw inferences or meaning Even silence or absence iscommunication behavior if another person infers meaning from it

❖ Communication messages vary in conscious thought

Sharing meaning with another person involves presenting verbal and nonverbal messages.Our messages may occur spontaneously, be based on a “scrip” we have learned or reheard,

be carefully constructed based on our understanding of the unique situation in which wefind ourselves

-Spontaneous messages: spoke without much conscious thought

- Scripted messages: we have learned from our past encounters and judge to be appropriate

to the present situation

- Constructed messages: put together with carefully thought to meet the unique requirement

of a particular situation

❖ Communication is relational

It means that in any communication setting, in addition to sharing content meaning, our

messages also reflect two important aspects of our relationships: immediacy and control

Immediacy is the degree of liking or attractiveness in a relationship Control is the degree towhich one participant is perceived to be more dominant or powerful

❖ Communication is guided by culture

Culture may be defined as systems of knowledge shared by a relatively large group ofpeople Messages formed and interpreted depends on the cultural background of theparticipants

❖ Communication has ethical implications

Ethics is a set of moral principles that may be held by a society, a group, or an individual.There are 5 ethical standards that influence our communication and guide our behavior

● Truthfulness and honesty

-Message: made up of your thoughts and feelings

-Channel: your brain

-Feedback: as you talk to yourself, you discard certain ideas and replace them with others Intrapersonal communication encompasses such activities as thought processing, personaldecision making, listening, and determining self-concept

❖ Interpersonal communication:

-Sender-receiver: Partners take turns to be sender and receiver

- Message: both verbal and non-verbal symbols

- Feedback: communication between 2 or more people

 great opportunity for feedback

-Forms: face-to-face or mediated conversations, interviews, and small-group discussions

❖ Public communication:

This is characterized by a speaker’s sending a message to an audience It may be direct,such as a face-to-face message delivered by a speaker to an audience, or indirect, such as amessage relayed over radio or television

Unit 2: verbal communication and non-verbal communication

2.1 Verbal communication

1 Definition:

Verbal communication can be defined as communicating your thoughts( ideas,opinions, directions, dissatisfaction, objections, your emotions and pleasures)through words

E.g: conduct a meeting, having a conversation over the phone, talking to a friend

2 The nature and the use of language

❖ The nature:

- Language is both the body of symbols ( most commonly words) and the systems fortheir use in messages that are common to the people of the same language/ speechcommunity

- The relationship between language and meaning is complex because the meaning ofwords varies with people, people interprets words differently based on bothdenotative and connotative meanings, the context in which words are used affectsmeaning

- Language affects how people think and what they pay attention to

❖ The use of language

- We use language to designate label, define and limit

- We use language to evaluate

- We use language to discuss things outside our immediate experience

- We can use language to talk about language

❖ Cultural and gender influences on language usage

- Cultural and gender both influence how words are used interpreted

- In low-context cultures, like the United States and most northern European countries,messages are direct and language is very specific, the verbal messages are veryexplicit

- In high-context cultures, like Latin American and Asian, the messages are indirect,general and ambiguous What a speaker really means you to understand from theverbal message depends heavily on the setting or context in which it is sent

- Social expectations for masculinity and femininity influence language use

Feminine styles of language (Nữ) Masculine styles of language (Nam)

+ use words of empathy and support

+ emphasize concrete and personal

3 Improving language skills

- Choose specific language:

+ words that clarify meaning by narrowing what is understood from a generalcategory to a particular item or group within that category

+ specific words are more concrete and precise than general words

+ choosing specific language is easier when we have a large working vocabulary.+ to increase your vocabulary, you can study vocabulary- building books, usedictionary to look up the meanings of words or use a thesaurus

- Develop verbal vividness and emphasis.

+ effective verbal messages use vivid wording and appropriate emphasis to helplisteners understand and remember the message

+ vividness can be achieved quickly through using similes and metaphors

+ emphasis is the weight or importance given to certain words or ideas Emphasistells the audience what it should seriously pay attention to

- Provide detail and examples

+ clarify can be achieved by adding details or examples

e.g: Tom is very loyal He defended Lisa when Sara was gossiping about her

- Date information

+ specify the time or time period that a fact was true or known to be true

+ to date information: consider or find out when the information was true, andverbally acknowledge the date or time period when the information was true

- How to speak appropriately?: use vocabulary the listener understands, use jargonsparingly, use slang appropriate to the situation, use inclusive language, and use non-offensive language

2.2 Non-verbal communication

1 Definition

- Non-verbal communication is everything that is communicated beyond what isexpressed in words

2 The importance of non-verbal communication

- When people use spoken language to communicate, they do not just listen to what issaid, they also look at the person who is speaking to see what their body is doing, andlisten to the way they are saying the words to understand their full message

- Non-verbal messages often convey more meaning than the spoken word

3 Functions of non-verbal communication

- Repetition: they can repeat the message the person is making verbally

- Contradiction: they can contradict a message the individual is trying to convey

- Substitution: they can substitute for a verbal message

- Complementing: they may add to or complement a verbal message A boss who pats

a person on the back in addition to giving praise can increase the impact of themeaning

- Accenting: they may accent or underline a verbal message Pounding the table, forexample, can underline a message.

- Regulation: they help to maintain the back- and – forth sequencing of conversations

In this sense, speakers use nonverbal means to convey that they want the other person

to talk or that they do not wish to be interrupted

4 Types of non-verbal communication

❖ Paralanguage

- Paralanguage is the study of nonverbal cues of the voice

- Nonverbal speech sounds such as tone, pitch, volume, inflection, rhythm, and rate areimportant communication elements We can use vocal cues to tell the sex, age, status,emotions and feelings of a speaker

❖ Extralanguage

- Body language: body language is classified, primarily based on parts of the body

involved in communication and the interaction between cues themselves, into suchgroups as: eye contact, facial expressions, physical characteristics, gestures, postures,body movements, and touching

- Object language: elements such as physique, height, weight, hair, skin color,

gender, clothing, gifts and flowers send nonverbal messages during interaction

- Environmental language: environmental factors such as furniture, interior

decorating, noise, and music affect the behavior of communicators during interaction.( conversational distance and time)

5 Improving your non-verbal communication

We should be concerned with non-verbal communication that distracts us from what

we want to say or that contradicts our verbal messages

- Pay attention to feedback we get from others

- Have friends and family members remind you when you are doing these things

- Have someone tape you giving a speech or in conversation with another person

- Observe people in the role they play

2.3 Verbal and non-verbal differences

Verbal communication Nonverbal communication

Environment

Feedback -verbal impact-clear, deliberate -nonverbal impact- ambiguous, unconscious

- is taught in a structured, formalenvironment.

- is not formally taught

Unit 3: Principles of communication in business 3.1 Communication barriers

 We assume that others see the situation same as you, have the same feeling as you

 Because our perceptions are unique, the ideas we want to express differ from other people’s Even when two people have experienced the same event, their mental images

of that event will not be identical

=> improve our self-awareness of our own values, beliefs and attitudes and how they affect our perception

Improve our understanding of and sensitivity to others

3 Cultural barriers

 Cultures provide people with way of thinking, seeing, hearing, and interpreting the world

 The same words, gesture, posture,… can mean different things to people from different cultures, even they talk the same language

=> accept a person’s culture and let it be ok that they are different

- Cognitive constraints: the frames of reference or world views that provide a backdrop that all new information is compared to or inserted into They are the way people view the world based on their culture

- Behavior constraints: the ways people behave from different cultures

- Emotional constraints: different cultures regulate the display of emotion differently

4 Stereotyping

 Stereotyping causes us to typify a person, a group, an event or a thing on oversimplified conceptions, beliefs, or opinions

5 Barriers of choosing the wrong channel

 With an inappropriate communication medium, your message can be distorted so that the intended meaning is blocked

=> Selected the media in a particular situation that correlate with the feedback requirements.One medium may work better than another However, in many cases a combination of media may be used for the communication process to function effectively

6 Language barriers

 Words can be interpreted in more than one way

 The choice of words/language affect the quality of communication

- Linguistic barriers (different languages or vocabulary Variations in language - accent,

dialect)

- Semantic barriers (we assign a meaning to a word often because of culture)

+ Interpretation of words: most of the communication is carried on through words,

whether spoken or written But words are capable of communicating a variety of

meanings It is quite possible that the receiver does not assign the same meaning to a word as the transmitter had intended This may lead to miscommunication.

+ Bypassed instructions: is said to have occurred if the sender and the receiver of the message attribute different meanings to the same word or use different words for the same meaning

+ Denotations and connotations Words have 2 types of meaning: denotative and

connotative

 The literal meaning of a word is called its denotative meaning It just informs and manesobjects without indicating any positive or negative qualities Words like “table”,

“book”…are denotative

 In contrast, connotative meanings arouse qualitative judgments and personal reactions

“Honest”, “competent”….are connotative words

 Pay careful attention to the choice of words/ language; use the most specific and

accurate words Always try to use words your audience will understand

=> - use familiar words in place of the unfamiliar

- use concrete words in place of the abstract

- use short words in place of long

- use single words in place of several