BUSINESS COMMUNICATION ENGB213

Unit 1 Business communication basics

Overview
Effective communication an organisations lifeblood

Benefits of effective communication

Communication in a changing workplace Methods of communication Choosing the channel of communication

Summary of communication choices

Key stages in the communication cycle Barriers to communication The flow of communication Intercultural sensitivities Checklist for communicating effectively across cultures Seven steps to effective communication

The impact of information technology

Successful communication key points to remember

Effective communication an organisations lifeblood

We communicate every day talking to people on the

phone / in person, taking dictation, writing letters, reports, emails Essential to learn from our communications , thru success and failures, to develop and enhance our communication skills How? The more we write and speak, the more we improve our communication skills Communication : giving, receiving or exchanging information, opinions or ideas by writing, speech or visual means, so that the message communicated is completely understood by the recipient(s)

Benefits of effective communication

Good communication at all levels is essential

SUCCESS:

Stronger decision-making and problem-solving Upturn in productivity

Convincing and compelling corporate materials

Clearer, more streamlined workflow Enhanced professional image Sound business relationships Successful response ensured

Communication in a changing workplace

Effective communication is vital to meet todays challenges: Advancing technology - various technological tools help us communicate faster, frequent and across an increased range. People are reachable wherever they go Global communications - More businesses are working on a global scale The information age - Constant challenge to get recipients attention Team-based business environments - Teamworking is regarded as important

Methods of communication

Methods of communication

communication
The channel/means that is chosen to send a message is

very important; Can influence the message and how it is interpreted by the recipient Safety and Factors: Cost Confidentiality Influence security

Urgency

Distance

Time of day

Resources

Written record

Recipient

Summary of communication choices

Use oral channels when:
the message is simple need immediate response doesnt need permanent record

message has emotional factor

Use written channels when:

message is detailed or requires careful planning dont need immediate response need to have permanent, written record minimise distortion

Use electronic channels when:

speed is important time zones differ physically separated from audience

cycle

Sender
1. Conceive message 2. Encode message 3. Select appropriate channel

Recipient
4. Decode message 5. Interpret message 6. Feedback

cycle
6. Feedback 1.Conceive the message

5. Interpret the message

2. Encode the message

4. Decode the message

3. Select appropriate channel

Barriers to communication
Non-verbal signals Language Listening

Prejudgement

Relationships

Emotional responses

Systems

Barriers to communication

Non-verbal signals
Also known as body language. Include:
Facial expressions Gestures

Movement
Eye contact Head nod

Barriers to communication

Language
Choice of words is vital to the effectiveness of

communication. Consider:
Foreign languages

Dialects (form of language peculiar to specific

region/social group) Regional accents (variation in the way language is spoken) Use of technical/specialist language

Barriers to communication

Listening
Listening is a skill that demands careful concentration

for a communication to be understood. Success of gaining attention depend on:

the words used

the way communication is expressed

interest in the speaker interest in the communication other factors

Barriers to communication

Prejudgement
What is understood often conditioned by what we

already know and by our background knowledge and experience. We often hear what we want to hear instead of what has actually been said.

Barriers to communication

Relationshi ps
Effectiveness of communication depends on our

relationship with the person giving the message. May break down or fail if relationships between people are not good

Barriers to communication

Emotional responses
Communication cannot succeed if a person is highly

emotional about the topic. If emotions are high on the part of the sender or recipient, better to wait for a while before trying to put the message across.

Barriers to communication

Systems
In any organisation there should be prescribed

systems or procedures for getting messages to the people who need them.

Barriers to communication
Other common barriers:

noise inappropriate medium assumptions / misconceptions emotions physical barriers distractions jargons / technical terms

The flow of communication

Vertical communication
Most frequent, follows chain of command

Horizontal communication
Occurs between people of the same status

Diagonal communication
Between people in different departments/ levels

The grapevine (multidirectional)

Occurs when the correct lines of communication are not used

Intercultural sensitivities
What is Culture?
Shared system of beliefs, attitudes, values, expectations and

norms of behaviour
Acknowledging cultural differences
Not judging other people by your own standards Essential to retain an open mind Avoiding ethnocentrism

recognising differences - avoid assumptions - do not pre-judge

Checklist for communicating effectively across cultures

Show respect Avoid distraction Show empathy
Be patient Recognise prejudices

No prejudging Look for similarities

Treat as individuals

Be openminded Send clear messages

Seven steps to effective communication

The impact of information technology

Successful communication key points to remember

Read

Listen intelligently
Think and plan Use appropriate language Be open-minded Select appropriate media Time your communication appropriately Use appropriate language Obtain feedback Aim high