Presented by Sugiharto, SH.

MM

© SUGIHARTO, SH.MM GICI Business School

Communication in a Business context
e.g.: Marketing, Human Resources,
Public Relations etc.

© SUGIHARTO, SH.MM GICI Business School

© SUGIHARTO, SH.MM GICI Business School
© SUGIHARTO, SH.MM GICI Business School
Communication contains
information …
and information is a group of
messages.

© SUGIHARTO, SH.MM GICI Business School

 Single most desirable
skills by employers
Researches have
shown that from 50%
to 90% of a manager’s
Communication is important time is spent on
in business, WHY ? communicating
Miscommunication is
a causal factor in
approximately 70% to
80% of all accidents

© SUGIHARTO, SH.MM GICI Business School

 Communication is important Flattened management
in business, WHY ? hierarchies

More participatory
management

Increased emphasis on teams

Heightened global competition

Trends in
the New Innovative communication
Workplace technologies
New work environments

Information as a corporate
asset
Mary Ellen Guffey and Dana Loewy, The Essential Business
Communication, © 2013, 2010 South Western, Cengage
Learning, page: 6 Chapter 1 © SUGIHARTO, SH.MM GICI Business School
FIND OUT WHY …

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 Get The Job You Want

Get The Promotions

Providing Leadership

Being Productive on The Job

Positive Relation to Others

Assuring the Success of Your Organization

Your organization will succeed only if it has the
support of its constituencies—support that comes
from effectively communicating with customers or
clients about the organization’s products or services.

© SUGIHARTO, SH.MM GICI Business School

How well you read, listen, speak, and
write will affect the quality of your
personal relationships. It will help
determine the progress you make in
your career.

The number and types of work-

related communication activities in
which a person engages depend
on his or her field and level of
responsibility

© SUGIHARTO, SH.MM GICI Business School

Businesses must have effective internal and external
communication in order to succeed
# TUGAS Buatlah ringkasan hal yang dimaksud dengan
komunikasi internal dan eksternal dalam bisnis disertai dengan
contohnya, diketik dalam kertas A4 - HANYA SATU LEMBAR
disertai dengan nama, nim, dan tanda tangan, dikumpulkan
pada pertemuan berikutnya, serta sumber referensinya
© SUGIHARTO, SH.MM GICI Business School
 Most Business
Communication is
Transactional

It involves a give-and-take
relationship between the sender
and the receiver(s)

to establish a common
understanding

© SUGIHARTO, SH.MM GICI Business School

 Feedback travels to SENDER

Written To inform
NOISE Verbal To influence
Non Verbal To initiate action

SENDER SENDER Channel RECEIVER RECEIVER

has an idea encodes carries decodes Understands
message message message message

NOISE

Possible additional feedback travels to RECEIVER

© SUGIHARTO, SH.MM GICI Business School

 The SENDER To be so clear that the receiver
cannot possibly misunderstand
What is the Profile of the sender? the message

To understand the message of The RECEIVER

the sender, no matter how
What is the Profile of
poorly sent.
the Receiver ?

© SUGIHARTO, SH.MM GICI Business School

 How may the sender encode a message?

The SENDER What kinds of channels to carry messages?

What kinds of channels to carry messages?

How does a receiver decode a message?

When is the communication

considered to be successful?
The RECEIVER
How the feedback to be facilitated?

© SUGIHARTO, SH.MM GICI Business School

Goals of Business
Communication

Receiver Understanding
Receiver Response

Favorable Relationship
Organizational Goodwill

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Goals of Business Receiver
is the most important
Communication Understanding

The message must be

4 Things to consider in so clear that the
developing clear message receiver understands it
as the sender means it
Receiver Characteristic
to be understood.
Message Form and
Content
Receiver Feedback
Communication Barriers

# For communication to be successful, the sender

and receiver must achieve shared meaning

© SUGIHARTO, SH.MM GICI Business School

Goals of Business Receiver
Communication Response

The Receiver
response
May be positive
Neutral
Negative
It may be conveyed
through words,
actions, or both.
The situation will
determine what is
appropriate.

© SUGIHARTO, SH.MM GICI Business School

Goals of Business Favorable
Communication Relationship

focuses on the people involved

in the communication process
Stressing the receiver’s
interests and benefits
To establish a strong business Using positive wording
relationship,
the sender and the receiver should Doing more than is expected
relate to each other in three
important ways: Positively

Personally
Both the sender and the receiver will
Professionally benefit from a favorable relationship

© SUGIHARTO, SH.MM GICI Business School

Goals of Business Organizational
Communication Goodwill

stresses benefit to the organization

The goodwill of customers or clients is
essential to any business or organization.
company has the goodwill of its
customers, it has their confidence and
often their continued business. The more
goodwill a company has, the more
successful it can be
Message senders have a responsibility to try to increase goodwill for their
organizations. They do so by ensuring that their communications reflect positively
on the quality of the company’s products, services, and personnel

© SUGIHARTO, SH.MM GICI Business School

Physical barriers
Psychological barriers

Language problems
Nonverbal distractions

Assumptions
Thought speed

Faking attention

Grandstanding

© SUGIHARTO, SH.MM GICI Business School

 Misconceptions Mary Ellen Guffey, Essentials of
About Listening Business Communication

Listening is a matter of intelligence

FACT: Careful listening is a learned skill

Speaking is more important than

listening in the communication process
FACT: Speaking and listening are equally important

Listening is easy and requires little energy

FACT: Active listeners undergo the same physiological
changes as a person jogging

© SUGIHARTO, SH.MM GICI Business School

 Misconceptions Mary Ellen Guffey, Essentials of
About Listening Business Communication

Listening and hearing are the same process

FACT: Listening is a conscious, selective
process. Hearing is an involuntary act.

Speakers are able to command listening

FACT: Speakers cannot make a person really listen

Hearing ability determines listening ability.

FACT: Listening happens mentally—between the ears.

Speakers are totally responsible for

communication success
FACT: Communication is a two-way street
© SUGIHARTO, SH.MM GICI Business School
 Misconceptions Mary Ellen Guffey, Essentials of
About Listening Business Communication

Listening is only a matter of

understanding a speaker’s words.
FACT: Nonverbal signals also
help listeners gain understanding.

Daily practice eliminates the need for listening training

FACT: Without effective listening training, most
practice merely reinforces negative behaviors

Competence in listening develops naturally

FACT: Untrained people listen at
only 25 percent efficiency

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 THANK YOU FOR LISTENING
1st Meeting
Introduction to
Business Communication

STIE GiCI Business School

October 2013

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