School of Computer Engineering and

information systems
Business Processes Final Presentation
Report
Business Communication
Supervised By: Dr. Moath Mheidat
Done By:
Omar Haddad 2010504025

1.Introduction:
Business communication is the sharing of information between people within and
outside the organization that is performed for the commercial benefit of the
organization. It can also be defined as relaying of information within a business
by its people.
Business communication encompasses topics such as marketing, brand
management, customer relations, consumer behavior, advertising, public
relations, corporate communication, community engagement, reputation
management, interpersonal communication, employee engagement, and event
management. It is closely related to the fields of professional communication and
technical communication.
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:

2.Elements of Communication:
For Communication to exist there must at least four basic elements:
A sender/Encoder
A receiver/Decoder
Message
Channel and medium
Encoder/sender:

- Encodes message
- Chooses appropriate channel
- Asks for feedback
- Attempts to minimize noise
Decoder/receiver :

- Decodes Message
- Practices active listening
- Provides feedback

3.Mediums of Business Communication:

A. Face-to-face:
Face-to-face communication helps to establish a personal connection and will
help sell the product or service to the customer. These interactions can portray a
whole different message than written communication as tone, pitch, and body
language is observed. Information is easier to access and delivered immediately
with interactions rather than waiting for an email or phone call. Conflicts are also
easily resolved this way, as verbal and non-verbal cues are observed and acted
upon. Communicating professionally is very important as one is representing the
company. Speak clearly and ask questions to understand the needs and wants,
let the recipient respond as one resolves the issue. Decisions are made more
confidently during a face-to-face interaction as the recipient asks questions to
understand and move forward with their decision.

B. E-mail:
When using email to communicate in the business world, it is important to be
careful with the choice of words. Miscommunication is very frequent as the
reader doesnt know what non-verbal cues one is giving off, such as the pitch,
tone, or expressions. Before beginning an email, make sure the email address
one is using is appropriate and professional as well as the message one is going
to send. Again, make sure the information is clear and to the point so the
recipient isnt confused. Make sure one includes their signature, title, and other
contact information at the end.

C. Telephone:
When making a business call, make it clear who is on the line and where one is
from as well as one's message when on the phone. Smile and have a positive
attitude as the recipient will be able to read the caller and that will affect how they
react. When leaving a message, make sure one is clear and brief. One should
state their name and who they are and the purpose for contacting them. If
replying to a voicemail, try to respond as soon as possible and take into
consideration the time of day.

4. Listening:
When listening to another employee or customer speak it is very important to be
an avid listener. Here are some obstacles that you might have to overcome:

Filters and Assumptions

Biases and Prejudices
Inattention and Impatience
Surrounding Environment
A good way to overcome these factors is by using LOTS Better Communication
method. This method includes four steps in order to produce good listening skills
and the ability to respond with an educated statement. The four steps to this
method are:

Listen
Observe
Think
Speak

5. Choosing Communication Media:

When choosing a media of communication, it is important to consider who are
the respective audience and the objective of the message itself. Rich media are
more interactive than lean media and provide the opportunity for two-way
communication: the receiver can ask questions and express opinions easily in
person.To help such decision, one may roughly refer to the continuum shown
below:
1.Face-to-Face Meeting
2.In-Person Oral Presentation
3.Online Meeting
4.Videoconferencing
5.Teleconferencing
6.Phone Call
7.Voice Message
8.Video
9.Blog
10.Report
11.Brochure
12.Newsletter
13.Flier
14.Email
15. Memo

6.Effective business communication:

A two way information sharing process which involves one party sending a
message that is easily understood by the receiving party. Effective
communication by business managers facilitates information sharing between
company employees and can substantially contribute to its commercial success.
For business communication to be effective these qualities are essential :

- Establish clear hierarchy

- Use visual communication
- Conflict Management
- Consider Cultural Issues
- Good Written communication