Business Communication

MBA 1007

Definition
Communication is any behavior, verbal or nonverbal, that is perceived by another. Knowledge, feelings or thoughts are enclosed and sent from at least one person and received and decoded by another. Meaning is given to this message as the receiver interprets the message. A connection is made between the people communicating.
22

Ch.1- Apply communication principles in workplace

Forms of Communication: Each of the channels of communication requires effective skills suited to the form of communication used to send the message. Communication is classified into three forms:
1. Verbal communication, either spoken or written 2. Nonverbal 3. Graphic.
33

Terms and Ideas

Communication Purposes Communication Process Communication Context Genres of Communication Communication Barriers Communication Ethics

Purposes for Business Communication

Provide factual information Inform readers about or provide information Clarify and condense information State precise responsibilities Persuade and make recommendations

Usage of Business Communication Channels

Listening 45% Reading 16% Speaking 30% Writing 9%

The Communication Process

Sender has an idea Sender encodes the idea Sender transmits the message Receiver gets the message Receiver decodes the message Receiver sends feedback

Kinneavys Triangle

Communication Context
Purpose Audience Medium Genre/Conventions Technologies

Types of Communication
Nonverbal
Less structured, harder to classify More spontaneous, less control

Verbal
More structured, easier to study Conscious purpose, more control

Genres of Communication
Written Communication Oral Communication Mixed Communication

Written Communication
Letters Memos Email Reports/White Papers Web sites Promotional Materials Other written documents

Oral Communication
Meetings Conference calls Phone calls Presentations Video or audio recordings Other forms of oral communication

Mixed Communication
Web sites PowerPoint presentations (spoken and written communication) Performance reviews

Internal Communication
Official structure
Formal chain of command Up, down, across formal power lines

The grapevine
Informal networking Unofficial lines of power

External Communication
Formal contacts
Marketing Public relations

Informal contacts
Employees Managers

Communication Ethics
Recognize ethical choices Make ethical choices Motivate ethical choices

Ch.1- Apply communication principles in workplace

Types of communication: A person working in an organization uses four different types of communication.
1. 2. 3. 4. Intrapersonal communication Interpersonal communication Public communication Mass communication

18 18

Ch.1- Ch.1- Apply communication principles in workplace

` The communication process takes place in various situations for different reasons, with the potential for many interpretations. It has seven main elements:
1. 2. 3. 4. 5. 6. 7. Sender Message Receiver Feedback Channel Context or setting Noise or interference

Perception influences communication . It is the way people understand or give meaning to their

19 19

Ch.1- Apply communication principles in workplace

` Causes of communication barriers: Effective communication often passes unnoticed, while poor commuication is obvious. The compete message and its meaning are distorted and interrupted.
Inappropriate choice of word Inappropriate channel Receiver inattention Lack of courtesy by the sender or the receiver Nonverbal communication that does not support the words Different cultural backgrounds Poor layout and presentation Inappropriate timing nadequate feedback

` These barriers interrupt the flow of

20 20

Ch.1- Apply communication principles in workplace

` Communication within the workplace: For business decisions to be effective and relevant, timely and appropriate information has to be obtained and communicated throughout the organization. ` The successful organization is the one that has effective communication both within the organization and with other companies and clients. In fact, information flow is crucial to any organization and the better the flow the more successful the company or organization. ` Being an effective communicator means being honest with yourself and others; it meanshaving the ability to say what you want or feel, but not at the expense of others. It is not about getting your own way and winning every time. Nor is it a means to 21 manipulate and manage other people so that you 21 achieve your aim while appearing to be considering

Ch.1- Apply communication principles in workplace

`Communication is one of the most important skills in the workplace. Effective communication establishes a connection between two or more people and leads to understanding. It allows individuals to be more effective at work and in their relationship with others. `As well as allowing individuals to interact to satisfy their own needs and to develop their personal, social and work relationships, effective communication also enables leaders and managers to

22 22

Ch.1- Apply communication principles in workplace

`Nonverbal communication consists of that part of a message that is not encoded in words. The nonverbal part of the message tends to be less conscious and reveals the senders feelings, likings and preferences more spontaneously and honestly than the verbal part. `There are four types of nonverbal messages:
Personal (to the individual) Common to a group of people or culture Universal (to humankind)
23 23

Ch.1- Apply communication principles in workplace

Analysing nonverbal communication: People communicate nonverbally with the body movement and with personal relationship behaviors. This nonverbal communication modifies, changes or complements the verbal communication. Nonverbal communication always exists in a context, or framework. The context often determines the meaning of the nonverbal behavior.
24 24

Ch.1- Apply communication principles in workplace

We can classify nonverbal communication into seven main areas:
1. 2. 3. 4. 5. 6. Body movement or kinesics Physical characteristics Touching behavior Vocal qualities, or paralanguage Use of space, or proximity Artefacts (e.g. Parfume, clothes, lipstick, glasses and hairpieces project the style or mood of the wearer.) 7. Environment

25 25

Writing Business Letters

At work we write letters for many different reasons to initiate a business contact, to reply to someone, to give directions, to make requests. Some are written to persuade a potential customer to buy something, or to encourage a customer to pay an overdue account. The four main types of business letters are; 1.Good news letters

26

Ch.15- Writing Business Letters

Layout of a business letter: The layout of the letter provides the frame for the body of your letter.
Essential Parts Writers name and address Date Inside (intended readers ) address Greeting Body of the letter Complimentary close Writers signature and job title or designation Optional Parts Subject line Attention line Reference initials Enclosure File number Senders telephone extensions Senders e-mail or website details
27

Ch.15- Writing Business Letters

Types of layout
1. Full block layout 2. Full block layout with centered letterhead 3. Modified block layout

28

Ch.15- Writing Business Letters

Planning the business letter
1. 2. 3. 4. Decide on the purpose of the letter Decide what you want to say Note down all the ideas in point form Order these ideas into a sequence appropriate to the type of letter 5. Write the first draft, using plain English 6. Read the letter to ensure that you have achieved your purpose 7. Rewrite if necessary
29

Ch.15- Writing Business Letters

Writing good news or neutral letters: Direct

1. 2. 3. 4.

order of information An inquiry A request An acknowledgement A letter of introduction to someone

30

Ch.15- Writing Business Letters

Writing bad news letters: Indirect order of information
1. 2. 3. 4. An order refusal A credit refusal An adjustment refusal Refusing an invitation or request

31

Ch.15- Writing Business Letters

Persuasive letters: to collect someting (money, cooperation etc.)
1. 2. 3. 4. The remainder The strong remainder Inquiry Urgency

32