4a.

Developing Communication

Sizing things up!

Assess your own communication skills so that you can identify your strengths and areas for
growth.
1
Strongly disagree

2
Disagree

3
Neither nor

4
Agree

5
Strongly agree

1. I can use communication to solve conflicts with friends

2. Others listen to my opinion in group meetings
3. I am able to express my ideas clearly when working in a group
4. I can effectively lead groups to discuss problems
5. I am comfortable when giving public speeches
6. Other people tell me that Im a good speaker
7. My friends tell me that Im a good listener
8. I make friends easily
9. I can express myself well in writing
10. I can use the internet to locate highly reputable information
11. People rely on me to find information in the web
12. I am skilled at using computers to communicate with others (e.g. using Skype, IM, chat
groups and other communication tools)

Communication is important to your

future career
Improving your communication skills could be the single most important thing
you do for your career.
The world is full of good accountants, good marketing strategists, good engineers,
but it is not full of good communicators.

Many employers express frustration at the poor communication skills of many

employees, particularly recent graduates who havent adapt their communication
styles to a professional business environment.
If you learn to write well, speak well, listen well, and recognise the appropriate
ways to communicate in any situation, you will gain a major advantage that will
serve you throughout your career.

Effective business communication

Provide practical information

Give facts rather than vague impressions

Use specific details and information that is clear, convincing, accurate and ethical.
Present compelling evidence to support your conclusion.
Include figures, statistics, quotations

Present information in a concise, efficient manner

Give useful info, whether it is to help them perform a desired action or

understand a new company policy. BE ACTIONABLE!

Concise messages show respect for peoples time, and they increase the chance
for a positive response

Clarify expectations and responsibilities

When appropriate, clearly state what you expect from the audience or what you
can do for them

Registration will close on 2nd Feb. Please register early as places are limited

Offer compelling, persuasive arguments and recommendations

Show readers how they will benefit by responding the way you want them to
respond.

Pro 6.0 tools

Informative subject
Friendly but not too casual

Opening paragraph fills in

missing info so that
everyone can grasp the
importance of the message

Pro 6.0 tools

2nd paragraph emphasises the

importance of this meeting

Warm and
personal tone
but not too
casual
Additional info and
contact option

Writer offers a chance for

everyone to participate
without making anyone feel
guilty

Provide enough info

for readers to respond

Invites questions ahead

of time for an efficient
meeting

Adopting an audience-centered approach

Focus on the needs on your audiences.
It involves your ability to listen, your style of writing and speaking, and ability to
maintain positive working relationships.
Etiquette: these principles will encourage forgiveness when you make a mistake
respect
courtesy
common sense
As you encounter new situations
take a minute to learn the expectations of the people involved
dont be afraid to ask questions
people will respect your concern and curiosity

Communication Cycle
SENDER
CONCEIVE THE MESSAGE
? To whom
? Best way
? Timing
ENCODE THE MESSAGE
? What is the desired
outcome
? Best method
? Language and tone

SELECT APPROPRIATE
CHANNEL
? Consider: speed, cost,
printed record,
confidentiality

RECIPIENT
FEEDBACK
? Acknowledge receipt
? Give reply where needed

INTERPRET THE MESSAGE

? Make sure message is
interpreted correctly
? Read between the lines
? Correct tone used

DECODE THE MESSAGE

? Received promptly
? Message is understood
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Successful communication

Key points to remember

5. Be open minded

1. Read

Consider other peoples viewpoints

Be willing to adapt

Extend your knowledge

2. Listen intelligently

6. Select appropriate media

Put yourself in their shoes

Consider the method carefully, should

be appropriate to the objective

3. Think and plan

7. Timing
When and how long

4. Use appropriate language

Clear, simple & suits the occasion &
audience

8. Obtain feedback
Ensure communication is effective

9. Aim high
Set and maintain high standards in terms
of language and presentation
10

Channel of communication in business

Name the channels:

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Choosing the channel of communication

Cost/ Resources
Consider the cost in terms of results
expected
Cost of printed copy, courier service
Consider the equipment and staff
available

Confidentiality
E-mail or fax may not be appropriate
Telephone call may be overheard
Internal memo may need to be enclosed
in an envelope

Safety and security

Special post delivery, e.g. registered mail
Would a courier service be justified?
Influence
To convey a certain impression, would a
congratulatory advertisement be
suitable?
Multi-coloured letterheads on high
quality paper convey a good image

Urgency
Choose the method that will produce the
desired results in the time available

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Choosing the channel of communication - continued

Distance
Same building, same town, other side of
the world?

Written record
Written communications carry more
authority and are proof of a transaction

Time of day
Communicating with overseas countries

Recipient
Personal contact may be appropriate on
certain occasions
Choose language appropriately,
considering the situation and relationship

Context of the message

The complexity of the information
Good news/bad news

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Communication in an organisational context

Every company has a unique communication system that connect within the
organisation and connects with the outside world
o System: internet, dept meetings, company policies, organisational
structure and personal relationships
For e.g. one company might rely heavily on instant messaging, social
networks and blogs that are used in an open and conversational way
Another company might use a more rigid, formal approach in which

information are passed down from top managers and employees are
expected to follow the chain of command

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Organisation charts
& Flow of communication
Tall organisation chart

Flat organisation chart

BANK NEGARA MALAYSIA

CORPORATE VISIONS INCORPORATED

Vertical communication
Horizontal communication
Diagonal communication
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Critical thinking!
1. Explain how the benefits of effective communication apply to you in your chosen field
of study.
2. Discuss reasons for using oral communication, and reasons for using written channels
3. State the communication methods you would use to:
a. Congratulate an employee on a promotion
b. Inform employees about the annual dinner and dance
c. Put a nervous employee at ease while waiting for an interview
d. Display the past five years sales figures
e. Confirm a lunch appointment with a client next week
f. Describe the location of a hotel where your company is hosting a seminar next
month
g. Remind staff on the security procedures at your company
h. Obtain reactions from staff to a new telephone system installed
i. Put forward a proposal for a change in company policy
j. Send an urgent message to an overseas client

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4b. Ethical Communication

Define ethics, explain the difference between an
ethical dilemma and an ethical lapse, and list six
guidelines for making ethical communication choices

17

Why the need to be ethical?

In general:

In communication:

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MIA Code of Ethics

Ethics is about principles, values and beliefs which

influence judgement and behaviour.
It goes beyond obeying laws, rules and regulations
it is about doing the right thing in the circumstances.
The existence of trust is essential to business and
society
19

Ethical communication
What?
Ethics are the accepted principles of conduct that govern behaviour within a

society

WhY?
Because communication efforts are public the face of a company, they are subjected to
scrutiny from regulators, legislators, investors, consumer groups, environmental groups,
labour organisations and anyone else affected by its business activities
EHTICAL COMMUNICATION
All information are true and not deceptive in any way
Unethical communication
Distorts the truth or manipulate the audiences

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Unethical communication
Plagiarism
Presenting someone elses words or creative products as your own
Can also be illegal if it violates a copyright
Omitting essential information
Information is essential if your audience needs it to make an intelligent,
objective decision
e.g. Transparency (giving participants the info they need to make a
decision and knowing who is behind the message) and stealth
marketing
Selective misquoting
Distorting or hiding the true intent of someone elses words

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Unethical communication - continued

Misrepresenting numbers
Statistics and other data can be unethically manipulated by increasing or
decreasing numbers, exaggerating, altering or omitting data.
Failing to respect privacy or information security needs
Failing to respect privacy of others or failing to adequately protect
information entrusted to your care can be considered unethical
(sometimes even illegal)
Distorting visuals
Images can be unethically manipulated, product made to look bigger than
it really is, scales of graphs changed to exaggerate or conceal.

22

https://www.youtube.com/watch?v=XrZFM2nvLXA

23

Making ethical choices

Ask yourself:
Have you defined the situation fairly and accurately?

What is your intention in communicating this message?

What impact will this message have on people who receive it or who might be

affected by it?

Will the message achieve the greatest possible good while doing the least possible
harm?

Will the assumptions youve made change over time? Will a decision that seems

ethical now seem unethical in the future?

Are you comfortable with your decision? Would you be embarrassed if it were

printed in tomorrows newspaper or spread across the internet?

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