• People who are able to say what they mean and acknowledge other people’s rights to express opinions and feelings are assertive communicators.
• Non-assertive behavior is another term for aggressive or submissive behavior this way we fail to express honest feelings ,thoughts and beliefs.

• Discomfort
• Incident
• Misunderstanding
• Tension
• Crisis

• Win-win, both parties are satisfied with the settlement
• Win-lose, the party who initiated the conflict being satisfied
• Lose-win, the initiator is dissatisfied
• Lose-lose ,the objectives of both parties are too rigid so that they are unable to collaborate

• Self-denying (introverts)
• Self-protecting (side-tracking)
• Self-exposing (wish to be center of attention)
• Self-bargaining (show their feelings if you show yours first)
• Self-actualization (ideal)

• Legitimate powers
• Expertise power
• Reward power
• Coercive power (use authority and force against interest of other)
• Consultative power (able to advise)

• Impatient customers
• Rude customers
• Boring customers
• Over fussy customers
• Cooperative customer

• Power
• Accountability
• Capability
• Direction
• Transparency

• Forming
• Storming
• Norming
• Performing
• Adjourning

• Patience
• Perseverance
• Integrity
• Honesty
• Commitment
• Devotion
• Hardwork

• Definition of Business Communication
• Theories
• Barriers
• Verbal/Nonverbal
• Seven Cs
• Listening skills
• Business writing
• Audience Analysis

• Memos, Office-notes, Letters, Faxes
• Reports, Feasibility/Proposals
• E-mails
• Resume/CV writing
• Interview skills
• Meetings
• Presentation skills

• 1. Business Communication & Technologies-
Beck, Harvey, Mylonas, Rasmussen
• 2. Business Communication Today (Lesikar &
Flatley)
• 3. Business Communication Today –ll (Bovee &
Thill)
• 4. Business Communication (Mary Ellen Guffey)

• ”Electric communication will never be a substitute for the face of someone who with their soul encourages another person to be brave and true. “ --Charles Dickens

• "Developing excellent COMMUNICATION skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can't get a message across clearly and motivate others to act on it, then having a message doesn't even matter."
Gilbert Amelio, President and CEO of National
Semiconductor Corp.

• “The real art of CONVERSATION is not only to say the right thing at the right place, but to leave unsaid the wrong thing at the tempting moment.” ~Dorothy Nevill
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