Business Communication

Foundation
One of the most important skills.

Ranks high among the skills necessary to succeed in business.

To succeed effective internal and external communication is
essential.

Business communication is transactional.
Why do you have to be a good communicator?
Getting the right job
Gaining promotion
Providing leadership
Being Productive on the job
Relating positively to others
Assuring the success of your organization
Goals of Business Communication
Sender must take the responsibility for achieving
the goals.
1. Receiver understanding
2. Receiver response
3. Favorable relationship
4. Organizational goodwill
Receiver Understanding
Shared meaning
1. Receiver characteristics
2. Message form and content
3. Receiver Feedback
4. Communication barriers
Receiver Response
Positive, neutral or negative
Words ,actions or both- Situation

Response must be encouraged
Favorable Relationship
Focuses on the people involved
Stressing the receivers interest and benefits
Using positive wording
Doing more than is expected
Organizational Goodwill
Responsibility of the message senders
Patterns of Business Communication
Some messages are formal and informal
Internal Communication Patterns
Vertical
Horizontal and
Network
Manager
Supervisor A Supervisor B Supervisor C
Worker B1
Worker C1
Worker C1
Assistant A
Worker A3
Worker A2
Worker A1
Worker B2
Worker B3
Worker C2
Worker C3
Worker C2
Formal Communication

Is planned by the organization
Flows in all directions
Is essential for effective operation of the business


Informal Communication

grapevine

Is not planned by the organization
Flows in all directions
Develops and maintains positive human relationships
Serial Communication

Messages are usually changed

Senders should
Keep the message simple
Request feedback

Receivers should
Take notes
Repeat the message
External Communication Patterns
Flows between business organization and the entities with
which it interacts

The information flow can be either written or oral

Formal as well as informal
The Communication Process
Communication environment- All things participant
perceives through their senses

Organizational culture affects communication environment
and the way the communication process is implemented

Office politics
Sender
has idea
Encodes
idea in
message
Message
travels
across
channel
Receiver
decodes
message
Possible
additional
feedback to
receiver
Feedback
travels to
sender
An Extended Communication Process Model
Senders and Receivers Roles
Senders Role

a. Selecting the type of message
b. Analyzing the receiver
c. Using the you-viewpoint
d. Encouraging feedback
e. Removing communication barriers
Receivers Role

a. Listening or reading carefully
b. Being open to different types of senders and to new
ideas
c. Making notes when necessary
d. Providing appropriate feedback to the sender
e. Asking questions to clarify the message
Communication Channels

Channels

Do I need a permanent record
Message be readily accepted
Location and size
Message long or complex
Timeline
Credibility
You-viewpoint- key to achieving common understanding

Analyzing the Receiver

Knowledge
Education level
Education related to the topic
Work experience
Work experience related to the specific topic of message
Prior experience interacting with me or organization

Decide vocabulary level of the message, extent to use technical terms


Interests
Concerns and needs
Particular motive or a particular outcome of the receiver

The position and level of authority of the receiver will
influence the nature of his interest in a situation

Helps in deciding the content and the approach in
organizing it
Attitudes

Receivers s values, beliefs, biases and viewpoints
Words and symbols that make positive or negative
impressions
Ideas to effectively communicate
Status, power ,personality, nationality and culture are attributes
that affect receiver

Emotional reaction

Does the message make him happy or sad?
Will it leave him unaffected?


I- viewpoint
1. I think your report is
excellent.
2. You simply do not
understand what I am
saying.
3. We offer three service
plans

You-viewpoint
1. You wrote an excellent
report.
2. Perhaps an example will
help make the idea clearer.
3. Choose the service plan
that best meets your needs
Providing for Feedback



Ask directly or indirectly for the response
Assist the receiver in giving the response

Communication
Oral
Communication
Written
Communication
Body
language
Space/
Distance
Voice
Modulation
Object
Language
Pictures/
Symbols/
Signs/sounds