‘Evaulate the message, not the one who brings it’

Business communication is all about understanding people’s perception, especially with whom one does business.

This would include both internal and external customers, said, Mr G. Ramasubramanian, Corporate Trainer, Head (Training ), Excel HR, while delivering a BL Club guest lecture presented by the Central Bank of India to the management students of Achariya College of Arts and Science near Puducherry.

He said generally people evaluate the messenger before the message. A good communicator needs to understand how the evaluation is done. In neuro linguistic programming (NLP), it is called as “I understand the map,” which is by way of asking questions which don’t make the customer uncomfortable and move away.

According to NLP, there are three filters through which the individual receives information from the external world : generalisations, deletion and distortion.

He added that people generalise the information for ease of handling and carry their experiences forward which could lead to wrong beliefs.

The generalisation forms a base to deletions and distortions, as one tends to delete messages which are not convenient to them, and any evidence contrary to their generalisation is deleted.

All these factors affect business communication. He concluded by saying that it is the responsibility of a proactive communicator to understand and develop persistent communication channels and sincerely and effectively deliver messages, which proves that the person delivering the message is unique and trustworthy.

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