Introduction to Business Communication

The Communication Environment

Business Communication Foundation
Chapter I

Learning Objectives 
Explain the importance of business communication to individuals and organizations  Explain the goals of business communication  Describe the patterns of business communication  Explain the communication process  Identify communication barriers and ways to overcome them

1. Explain the importance of business communication to individuals and organizations 
Communication is a vital part of life as we use it in our daily lives continuously  Communication is important as it is considered the foundation of individuals¶ personal and professional relationships  Good communication skills are tools for achieving one¶s goals and results effectively

Why Effective Communication is Important? Getting the jobs you want Gaining promotions Providing Leadership Being productive on the job Relating positively to others Assuring the success of your organization .

Why Effective Communication is Important? Con¶t Professional business researches have revealed that communication skills rank high among the skills necessary to succeed in business Business must have effective internal and external communication .

customer orders.What is Internal Communication? These are the internal operations that depend on the day to day exchange of information among employees Exchange of information includes performance objectives. job instructions. production problems and solutions. inventory data. as well as employees production reports Effective internal communication helps the organization to accomplish long term planning and strategic decisions . financial data.

employment notices. bank transactions and periodic reports to governmental agencies Effective external communication helps the organization achieve long range impact on new product. product advertisements. news releases. expansion plans. annual reports and contributions to community activities .What is External Communication? It builds goodwill. brings in order and ensures continued existence and growth Day to day external communication includes sales calls.

Goals of Business Communication Receiver Understanding Receiver Response Favorable Relationships Organizational Goodwill .2.

Receiver Understanding The most important of all the goals The message must be clear so that the receiver understands it as the sender means it to be understood The sender and receiver must achieve a shared meaning To deliver a clear message the sender must consider: .

Receiver Understanding Con¶t To deliver a clear message the sender must consider: 1.Message form and content 3.Communication barrier . Receiver Characteristics 2.Receiver feedback 4.

negative or neutral The receiver response might be conveyed in words. actions or both depending on the situation The sender must assist the receiver to respond in both oral (asking questions)or written (letters or phone calls)communication .Receiver Response The receiver response may be positive.

personally and professionally The sender should assume primary responsibility to create and maintain favorable relationship with receiver. stressing the receiver's interests and benefits. this includes:Using positive wording.Favorable Relationships It focuses on the people involved in the communication process To achieve a strong business relationship sender and receiver must relate to each other positively. and doing more than expected .

Organizational Goodwill This fourth goal stresses benefits to the organization Goodwill of clients is basic for the organization as clients gain confidence in the organization itself Senders achieve goodwill via the effective communication that reflect their company and products positive .

Patterns of Business Communication The patterns of business communication involve external and external communication .3.

Internal Communication Patterns Vertical communication: messages flow upward or downward along a path referred as ³ the chain of command´ Horizontal communication: messages flow occurs between workers or units of comparable status who need to share data or coordinate efforts Network communication: information flows freely among those who have a common bond that goes beyond the participants¶ role or unit within the organization .

meeting) Formal communication is planned by the organization. it can be written (memos. reports) or oral (speech. flows in all directions.Internal Communication Patterns Con¶t Formal Communication: is business related with some personal touches. and is essential for the effective operation of the business .

ex: rumors Informal communication is not planned by the organization. and it develops and maintains positive human relationships .Internal Communication Patterns Con¶t Informal Communication: consists of business related as well as personal information. it flows in all directions.

Internal Communication Patterns Con¶t Serial communication: information flows vertically and horizontally to more than one individual through oral. written or electronic communication Sender: should keep the message simple and request feedback Receiver: should take notes and repeat the message .

media. governmental agencies and competitors . suppliers. such as customers.External Communication Patterns It flows between a business organization and the entities with which it interacts in written or oral forms A company might externally communicate with entities it deals with.

The Communication Process Phase 1: Sender Has an Idea Channel And Medium Phase 6: Receiver Sends Feedback Phase 2: Sender Encodes Idea Phase 5: Receiver Decodes Message Phase 3: Sender Transmits Message Six-Phase Process Situation Phase 4: Receiver Gets Message .

2. 3. 4. . 5.Sender¶s and Receiver¶s Roles Sender¶s Role: Select the type of message Analyze the receiver Use the You viewpoint Encourage feedback Remove communication barriers 1.

. 5.Sender¶s and Receiver¶s Roles Con¶t Receiver¶s role: Listen and read carefully Open to different ideas Make notes Provide feedback Ask questions to clarify the message 1. 4. 3. 2.

emails. telegram Non verbal channels: gestures and facial expressions .Communication Types and channels Verbal communication: using oral and written words Non verbal communication:audio and visual presentations Verbal channels: memos.

Analysis of the Receiver for the you Viewpoint Sender must consider receiver¶s viewpoint while composing and sending the message In order to do so. 2. sender must analyze the receiver¶s Knowledge Interests Attitudes Emotional reaction Use the you viewpoint 1. 5. 3. 4. .

Providing for Feedback To achieve a successful communication process receiver must provide feedback of the message to the sender To achieve this goal sender must: 1. Ask for response either directly or indirectly 2. Assist the receiver in giving response .

5. Communication Barriers These are factors that interfere with the success of the communication process These barriers may occur between any two of the communication process steps or may affect all the steps in the process .

5.Word choice: word choice is considered one of the basic communication barriers ‡ Words shouldn't be too difficult or too easy ‡ Sender should use a language that is understood by the receiver. ex: colloquial English if English is not the primary language ‡ The choice of language is based on analyzing your receiver well . Communication Barriers Con¶t 1.

5. emotions or interests Analyzing your receiver might solve this problem Ex: fast work ‡ ‡ ‡ ‡ . Communication Barriers Con¶t 2. Denotative Vs Connotative Meaning Denotative Meaning: is the definitions provided by a dictionary Connotative Meaning: is any other meaning of a word suggested by the receiver and that is based on his experiences. attitudes.

Implications and Inferences: ‡ Implications: are meanings given through connotations rather than specific details ‡ Inferences: are conclusions drawn from connotations rather than specific details .5. Communication Barriers Con¶t 3.

5. and the sender might lose its credibility . and Sentence Structure ‡ Spelling ad grammatical mistakes may hinder the receiver¶s understanding of a written or a spoken message. Grammar. Communication Barriers Con¶t 4. Punctuation. Spelling.

solving conflicts between employees (Oral) . Type of Message ‡ Selecting the type of the message is based on the situation itself to ensure effective communication ‡ Message type might be written or spoken ‡ Ex: explaining a complicated task (Written).5. Communication Barriers Con¶t 5.

Communication Barriers Con¶t 6.5. Appearance of the Message ‡ This is involved with the readability of the message ‡ Ex: wrinkled paper. poor handwriting .

5. Appearance of the Sender ‡ The credibility of the message is based on the sender¶s appearance ‡ Sender¶s unintended nonverbal messages might hinder the communication with the receiver . Communication Barriers Con¶t 7.

5. lights. Communication Barriers Con¶t 8. such as room temperature. color . Environmental factors ‡ Noise or any other distracting environmental factors might hider the success of a communicated message.

the sender must choose the appropriate message type and channel to reach him . Communication Barriers Con¶t 9. Receiver¶s capability This might include the limited capabilities of the receiver. for instance if he has any physical disability.5.

5. Communication Barriers Con¶t 10. Listening Poor listening may hinder the understanding of a communicated message .

D. E. C. F. B.5. . Communication Barriers Con¶t 11. Other communication barriers Lack of interests Lack of knowledge Cultural perceptions Language difficulty Emotional state Bias A.

Thank You .