BUSINESS COMMUNICATION ENG301
Table of Contents:Page no.
Lesson 1 Introduction to Communication…………………………………… 2Lesson 2 Flow of communication…………………………………………….. 6Lesson 3 Theories of Communication………………………………………… 9Lesson 4 The process of communication and misconceptions 11Lesson 5 Barriers in effective communication ………………………………… 13Lesson 6 Non-verbal communication…………………………………………… 16Lesson 7 Non-verbal communication…………………………………………… 18Lesson 8 Traits of good communicators………………………………………… 20Lesson 9 Principles of business communication………………………………… 22Lesson 10 Concreteness………………………………………………………....... 25Lesson 11 Consideration…………………………………………………………. 30Lesson 12 Intercultural communication………………………………………… 33Lesson 13 Intercultural communication…………………………………………. 34Lesson 14 Individual cultural variables…………………………………………... 39Lesson 15 Process of preparing effective business messages…………………….. 43Lesson 16 The appearance and design of business messages…………………… 46Lesson 17 The appearance and design of business messages 51Lesson 18 Communication through technology………………………………… 57Lesson 19 Basic Organizational Plans…………………………………………… 62Lesson 20 Inquiries and general requests………………………………………… 67Lesson 21 Inquiries and general requests……………………………………… 71Lesson 22 Letter writing (placing orders)……………………………………… 79Lesson 23 Letter writing (claim letter)…….…………………………………….. 86Lesson 24 Letter writing (adjustment letter)….………………………………… 90Lesson 25 Collection letter 95Lesson 26 Sales letter 99Lesson 27 Memorandum and Circular……………………………………… 106Lesson 28 Minutes of the meeting………………………………………. 110Lesson 29 Business reports……………………………………………… 115Lesson 30 Business reports (letter reports)……………………………….. 119Lesson 31 Business reports (formal reports)………………………………. 125Lesson 32 Market reports…………………………………………………… 129Lesson 33 Job search and employment……………………………………… 134Lesson 34 Resume writing………………………………………………….. 138Lesson 35 Resume and application letter……………………………………… 145Lesson 36 Job inquiry letter and interview……………………………………. 149Lesson 37 Process of preparing the interview…………………………………. 154Lesson 38 Oral presentation…………………………………………………… 157Lesson 39 Oral presentation…………………………………………………. 161Lesson 40 Language practice and negotiation skill…………………………….. 163Lesson 41 Negotiation and listening………………………………………… 167Lesson 42 Thesis writing and presentation………………………………….. 172Lesson 43 Thesis writing and presentation………………………………….. 176Lesson 44 Research methodology…………………………………………….. 180Lesson 45 Research methodology…………………………………………….. 185
LESSON 1
COMMUNICATION Why we study business communication?
You may say that communication is important and that you spend a lot of time doing it. But you’re pretty good at communicating. After all you talk to people, write notes, read books, get along with other people,and make myself understood already. Why should you study communication?” The apparent simplicity of communication is deceptive. Just because we all communicate every day does notmake us good communicators. Just because some aspects of effective communication are based oncommon sense does not mean common sense alone is enough. Skilled communicators draw on an extensiveand complex body of knowledge, including semantics (the study of word choice), linguistics (the study of language), rhetoric (the study of writing and speaking effectively), psychology, sociology, graphic design, andeven computer science. You will explore and apply the scholarship and research from all of these fields inyour study of communication.“Why then,” you may well ask finally, “study business communication specifically? Communication iscommunication: I’ve taken plenty of English courses and communicated in every one of my other courses.”Good communication does, in fact, cross disciplines: correct grammar and audible speaking, for example,are as necessary in a geography class as they are in a business communication class. There are, however, atleast five ways in which what you will learn in this class differs from what you have learned, or will learn, inyour other classes. First, the subject matter is different: here you will get a chance to practicecommunicating with concepts and techniques from areas such as accounting, finance, and marketing.Secondly the forms are also different: you will, for example, practice writing memos, letters and businessreports – not just term papers, exams and essays. Thirdly, in this class you will have a chance to practiceyour oral presentation skills, which – according to various studies – you will probably be using extensively inthe business world. Fourthly, you may learn a slightly different style: in general, business communication ismore objective, systematic, and concise than creative or personal communication. Finally, perhaps the mostimportant difference is that, you will learn to persuade people to accomplish your desired results.
What is communication
?I have been discussing how important communication will be for your success in business. What you mightask, what the term communication mean? It is certainly hard to define because it has come to meanpractically anything.
Definition of Communication
The word communication means the act or process of giving or exchanging of information, signals, ormessages as by talk, gestures, or writing. Technically speaking, in the act of communication, we makeopinions, feelings, information, etc known or understood by others through speech, writing or bodily movement. Why do we communicate? The purpose of any given communication may be:a)
to initiate some action;b)
to impart information, ideas, attitudes, beliefs or feelings; and /orc) to establish, acknowledge or maintain links or relations with other people.Initiating ActionInitiating action may be achieved by two basic categories of communication.Expressing needs and requirements. This can range from a baby’s cry – or even the bleep of an alarm clock – to an adult’s more preciousexpression of needs and wants. In a business organization, it would include briefings, instructions andprocedure manuals. This will only be effective where the other person is willing to satisfy the needs.
Persuading and motivating othersIt means
to carry out the desired course of action” in other words, giving them a reason (other than one’sown want or need) to perform that action. Persuasion of this kind is likely to be a major element inmarketing and sales: a sales reply cannot simply ask a customer to buy the product because she, the sale rep,needs a success. She must show that there are benefits to the consumer, which will make the purchase worthwhile.Imparting InformationImparting information, ideas, attitudes, beliefs and feelings may have any number of specific purposes.
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Creating awareness
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Creating understanding
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Persuading others
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Influencing othersInformation gathering is a constant activity of human beings. We receive a great deal of data andinformation in our daily lives, only some of which we seek or consciously absorb. Think about it: newsbulletins, books, bank statements, business information, gossip, thing people tell you, things you ask them. This list is endless.Remember that other people may be seeking information in the messages you ‘send’ (and in the tone of your voice and other indications of what is ‘between the lines’). This information may or may not besomething you wish to communicate: you will need to be aware of it before your listener/reader is.Establishing relationsEstablishing, acknowledging and maintaining relations with other people is a vital function of communication.
Importance
Communicating effectively in speaking and writing is useful in all areas of business, such asmanagement, technical, clerical, and social positions as we have just seen. The ability to communicate well has always given advantages to those who possess it.Communication has a rich history. The ancient world, both the East and the West, depended on oralcommunication. In ancient Greece and Rome, it was necessary to communicate when dealing with mattersin assemblies and the courts. During the Medieval and Renaissance Periods, the oral tradition progressed. As writing became more important as a permanent record of communication, authors and books on writtencommunication principles appeared.So we can say that some of today’s principles of writing are a mixture of ancient oral and writtentraditions.
Advantages of Communication in your Career
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Your success in your career is based on your ability to do well in written and oral communication. This ability to communicate effectively is a valuable asset for you.
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If your career requires mainly mental rather than manual labour, your progress will depend on how effectively you communicate your ideas to others who need or should receive them.
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Strong communication skills are found in every job description listed by companies’ advertising positions. Communication is a primary responsibility in many careers, such as customer relations,labour relations, marketing personnel, public relations, sales, and teaching.
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Communication is also required in government and non profit organizations. There skills play amajor role at every level.
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