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Skills for Effective Business Communication: Efficiency, Collaboration, and Success

Michael Murphy

Shorenstein Center for Communication Kennedy School of Government Harvard University September 30, 2014

Murphy Skills for Effective Business Communication HKS at Harvard University 30SEP14

•!Define the term "business communication;" •!Identify the elements of communication from a socio-linguistic perspective; •!Assess individual strengths and weaknesses in terms of communication skills.

I: Introduction Communicative Competence and Self-Assessment

•!Structure approaches to reading a text; •!Identify tips to increase speed as a reader; •!Apply the strategies to a text.

II: Strategies for Efficient Reading

•!Note the importance of giving and receiving feedback; •!Identify the "7Cs of Effective Business Writing;" •!Structure emails from subject heading to sign off; •!Note the limits of technology for writers and the dangers of excessive use of business jargon.

III. Strategies for Improving Writing

•!Note the importance of non-verbal communication; •!Identify strategies for effective communication in virtual meetings; •!Examine current trends and predict future changes in business communication.

IV: On The Phone: Non-Verbal Skills and Collaborative Relationships in the Virtual Office •!Acknowledge the relationships between language, efficiency, collaboration, and success!

V. Conclusion

Murphy Skills for Effective Business Communication HKS at Harvard University 30SEP14 2

Communication is the key to success in business. Business communication is the ability to build solid relationships based on the effective and efficient exchange of information between:!

Employees

within the business!Vendors and distributors!Customers and clients!Other businesses!

In other words, it's all about building trust.

Murphy Skills for Effective Business Communication HKS at Harvard University 30SEP14 3 Four Sociolinguist Competencies of Effective Communication!Grammatical Competence! Lexical, syntactic, semantic, morphological, and phonological knowledge.!

Discourse Competence

The combination of linguistic expressions and the appropriate way of connecting these expressions.

SociolinguisticCompetence

Communication in a social and cultural context with awareness of theme, roles, participants, situation and norms of interaction.

Strategic Competence

The ability to solve communication problems and compensate for deficiencies by verbal and non-verbal means.!

Murphy Skills for Effective Business Communication HKS at Harvard University 30SEP14

Adapted from Canale & Swain (1988) 4

On The Relationships Between Face-to-Face and Virtual Communication and Verbal and Non-verbal Communication:!

Murphy Skills for Effective Business Communication HKS at Harvard University 30SEP14 5 Cummins's (1981b) model of language acquisition (as cited in Madyarov) with four quadrants. The Interdependent Nature of Communication with Regard to Input and Output:

•!Clarity; •!Succinctness; •!Professionalism; •!Structural, syntactic, and lexical perfection; •!Information.

Writer

•!Clarity; •!Brevity; •!Succinctness; •!Accurate pronunciation, tone, and style.

Speaker

•!Active; •!Engaged; •!Aware; •!Involved; •!Responsive.

Reader

•!Active; •!Engaged; •!Aware; •!Involved; •!Responsive.

Listener

Output (Has) Input (Is)

C O M M U N I C A T I O N

Murphy Skills for Effective Business Communication HKS at Harvard University 30SEP14 6

Strategies for Efficient Reading (Part 1 of 3):

•!Read the title/subject line: Determine what the text is about; •!Read the first two paragraphs and the first sentence of each subsequent paragraph; •!Read the concluding paragraph.

Preview:

•!If it's short enough, look for keys words; •!Use text features such as bold or italics. Skim: •!Train your eyes to read in groups of four to five words rather than one-by-one.

Cluster:

Murphy Skills for Effective Business Communication HKS at Harvard University 30SEP14 Cosby, B. (1982). How to read faster. "Power of the Printed Word." International Paper Company. Retrieved from http://simson.net/ref/1983/international-paper2.pdf 9

Strategies for Efficient Reading (Part 2 of 3): Conduct a STAP Analysis: !! •!The subject is usually one word.!

Identify the Subject:

•!What is the author's attitude/opinion about the subject?!

Identify the Thesis:!

•!Evaluate the tone, vocabulary, and syntax to determine the audience.

Identify the Audience:

•!Determine whether the author is complaining, informing, evaluating, explaining, etc.!

Identify the Purpose:!

Murphy Skills for Effective Business Communication HKS at Harvard University 30SEP14 8 The "7 Cs of Effective Business Writing" (Part 1 of 6):

The "7 Cs of Effective Business Writing"

Completeness: Check for the 5 W's Clarity: Apply the "K-I-S-S Principle" Courtesy: Be thoughtful and positive Consideration: Focus on "you" instead of "I" Correctness: Include only accurate facts Conciseness: Omit unnecessary words Concreteness: Use specific words and avoid abstract terms

Murphy Skills for Effective Business Communication HKS at Harvard University 30SEP14 9 Ohio University. College of Business. Business writing skills. Communication Standards. Retrieved from http://aspnet.cob.ohio.edu/communicationstandards/s1%20business%20writing%20skills.doc

Phone Etiquette: !

(say):

•!"Let me ask a question" •!"Let me suggest..." •!"Let me clarify...." •!"Let me summarize...."

Murphy Skills for Effective Business Communication HKS at Harvard University 30SEP14 10

(do): •!Then, ask the question... •!Then, make the suggestion.... •!Then, make the clarification... •!Then, summarize the discussion....

Use Signaling Phrases

Phone Etiquette (Cont.)

Murphy Skills for Effective Business Communication HKS at Harvard University 30SEP14 11

Use Active Listening Techniques

Ask Questions:

"How did you respond?" "What did you do next?"

Show Empathy:!

"I understand what you mean." "That sounds wonderful/terrible."

Ask for Details:

"Tell me more about that...."!"Give me more details about that..."!

Summary

•!Get feedback from colleagues and clients on your communication skills.

•!Give feedback to your colleagues and clients. •!Recognize the limits of technology. •!Be positive. •!Remember that efficiency is a skill to be mastered. •!Remember that collaboration is key to building strong relationships. •!Remember that the success of the individual and the organization depends

on effective communication!

Thank you!

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