Business Communication Skills

To begin the topic, I just want to share the following dialogues that I have once read over the internet which I found to be the best example to illustrate simple communication;

The setting is the future, the law at this future date decrees that a woman should produce at least one child within 3 years of marriage. If not, then the Government, in order to boost the falling birthrate, will force the services of a certified Government sire on the hopeless female to assist in the creation of another human being. 

Wife: Well darling, this is the day we’ve been dreading. If I had only known that they would pass a law like this. 

Husband: Yes dear, and there’s no way out of it, the facts are that in view of the falling birthrate, it’s compulsory to have at least one child within 3 years of marriage. Failure to comply will entail the services of a certified Government sire being provided to assist. 

Wife: Oh dear, and the Man from the Government Birth Compulsion Department is due today! What shall I do? Well I must be off to work now. I hope it won't be too awful for you, and that they send you a decent chap to do the job. 

(Kisses Wife ......departs.) Wife later answers a ring on the doorbell. 

Wife: I suppose you are the man from the... 

Man: Good morning! I have come to... 

Wife: Yes, yes, I know. Please come in. Just excuse me for a sec ond. 

Man: (To himself) I suppose this is the right house. I don't know why people cannot bring their babies to the studio to be photographed, instead of dragging me all the way out here. 

Wife: Won't you sit down Mr.... 

Man: Jones is the name. I hope I have come at a convenient time. Your husband is away I suppose? 

Wife: Yes, we thought it would be the best thing to do especially as he can't do the job himself. 

Man: Ah! It's the professional touch that is needed to get really good results. I suggest one on the sofa, two on the rug, one on the edge of the bath and finally one on the bed. 

Wife: Good heavens! I didn't think so many would be necessary. 

Man: Oh yes! We professionals can't get results with  only one attempt, you’ll  be able to say which you like the best and one of them is sure to be a gem. 

Wife: Excuse me, but this seem to be a bit informal doesn't it? 

Man: The whole charm of the thing is in its informality. Would you like to see some samples of my work? ( Produces an album of baby photographs ). Now look at this one. I took four hours to get him, but it's a beauty. 

Wife: Yes it's lovely, to be sure. 

Man: And, look at this one, quite a photograph, a very tough assignment done on top of a bus, in one shot. 

Wife: Good gracious, on top of a bus? 

Man: Yes, the mother was a film star and wanted some publicity. This one I did in Central Park one snowy afternoon. I took from 2 o'clock until five. It was nearly dark when I had finished and the squirrels were nibbling at my equipment. 

Wife: Central Park! Oh my, and twins too! 

Man: Here's a nice job. People were crowded three deep at the end just to see me on the job. 

Wife: Oh! Oh! 

Man: I should never have finished but for the assistance of two policemen. Well, Madam, I think we better get started. Would you be so kind enough to help me with my tripod? 

Wife: Tripod? Whatever for? 

Man: Well you see I've got a 3 foot stand and...With that the poor woman fainted. 


Was the communication clear and were both persons clearly understood what they were talking about their respective states of minds (in particular the woman's) would have been considerably different? 

Communication is indeed essential in one’s life. A day isn’t a day without someone communicating to others. Daily living requires usual communication to convey the need to pay the bills, utilities, buy foods, and of course to persuade our parents to allow us for an out-of-town trip with friends and gimmicks. Business wise, employees need to have good communication towards others. Good communications are basic to successful management.   

Communication is a two way process wherein people transmit or send and receive, be it ideas, information, opinion, or emotion ideas, information, opinion, or emotion ideas, information, opinion, or emotion ideas, information, opinion, or emotion. Nidec Subic, as business partner of Nidec Group, is also aiming to develop communication patterns, between individuals and groups.  

Leader conveys information and instructions through communication, either written or verbal. It’s therefore a vital link between the leader and his or her team and effective communication is the key to good management. 



Here are some aspects to consider for effective Communication Skills; 

Plain Talking 

This, I think, is one of the neglected skills. During my first 2-days orientation at HR Training, I observed that trainers’ used to mention words like “PIC”, “NG”, “SOP”, and many more. As newbies in a group, there’ s a tendency that information that has to be imparted wasn’t able to convey properly because of unfamiliarity of the words being used.  

Nidec, as a manufacturing company, has different types of people working in it with specialization, for example, in Engineering (ECE, ME, IE, COE, Chem Eng, EE), Accountancy, Business Administration, etc., different expertise, varying knowledge, and different training ground, if a team leader would not use “words” that is understandable by a high school student, someone will really be left behind. 

Listening   


Why it is essential? Surely, after all that I have said so far on communications, this question ought not to be asked, but I’m sure that it should be asked,  because nobody really listens! 


It’s a vital communication skill, yet it’s always being taken for granted that people actually listen and understand.  

Most leaders were very eager of communicating all details to his people but it’s still not enough if more often than not, people just wonder while his leader talks. Based on my own experiences, listening is a way to relay information and builds effective communication. The active the listener tend to be, the clearer the instructions he may get, detailed tasks have imparted, and appeal on assignments can be made. 


I am giving the following guidelines that you may use for you to 
become a good listener (excerpt from Ten Rules of Good listening);


1. Look at the speaker 
2. Question the speaker to get clarification 
3. Show concern about the speaker’s feelings 
4. Repeat occasionally to confirm 
5. Don't rush the speaker 
6. Have poise and emotional control 
7. Respond with a nod, a smile or a frown 
8. Pay close attention 
9. Don't interrupt 
10. Keep on the subject till the speaker finishes his or her thoughts 


Negotiating

There were things that cannot be conveyed by telephone or letter. Sometimes, good communication were not able to achieved because most of us assume that tasks and information  relayed through telephone, intranet, and other medium has been coordinated well and we expect it went well. We often overlook that personal coordination or what I want to refer as negotiation, is what we really need to develop to have “effective communication”. We closed items right there and then and made amendments if it doesn’t went well the way we wanted it. 

Leaders are constantly involved in these in the course on their normal work. Their success depends on how they handle their daily negotiations with their teams and top management. They could order their team mates around, but the surest way to accomplish their tasks would be to negotiate with them and gently persuade them onwards to their goal. They should be able to negotiate for what they want and on this they should be quite clear. This is the so-called 'win-win' rather than a 'win-lose' situation, making negotiation a cooperative effort rather than a competitive process. 



CONCLUSION:


Communications are vital in management; in fact, they are the essence of management. We have shown that our communications skills are poor, and the poorest of these is listening. Managers spend a great deal, over half, of their time listening, or at least hearing, and yet they have never had any formal training in this discipline. Negotiation is also what management is about, so I discuss this in order to achieve the 'win-win' situation. A complete revolution in communication technology has and is still under way, but while it is making a most useful contribution, there is an urgent need to stay with the 'basics' of human nature vis-a-vis communications. 



References:     
“Ten Rules of Listening” by American Managemisent Association 
“Potential of the new communications technology” by  Haigh, Gerbner & Byrne (1981) 
“The kernel of the advice given” 
“Plain Talk”