I. Overview of Communication Process v.

Utility Letters
a. Definition of Communication III. Grammar
b. Constituent Elements in Communication a. Qualities of Effective Communication
c. Psychological Factors Affecting Response i. Consistency
d. Circumstantial Factors Affecting Response ii. Coherence
e. Barriers in Communication iii. Clarity/Clearness
f. Techniques in Reducing Barriers iv. Conciseness
II. The Written Communication v. Concreteness
a. Organizational Communication vi. Courtesy
i. Formal Structure (upward, downward, vii. Consideration
horizontal) viii. Completeness
ii. Informal Structure ix. Correctness
b. Directional Flows and Tools in Communication IV. Job Application
c. Physical Appearance of a Business Letter a. Application Letter / Effective Communication
i. Dress of a Business Letter Letter
ii. Essential Parts of a Business Letter b. Resume
iii. Auxiliary Parts of a Business Letter c. Job Interview
iv. Letter Styles V. Communicating Business Report
d. Special Types of Business Letter a. Definition
i. Sales/Sales Promotion Letter b. Steps in Writing a Business Letter
ii. Claim and Adjustment Letter c. Outlining
iii. Social Personal Business Letter d. Shorter Types of Business Report
iv. Credit and Collection Letter

Communication is the process sending and receiving message from the sender to the receiver through channels within a context
for a feedback, action or response
- communicare - communia - communis *meaning to share *two way flow

Process – Cycle/Step by step procedure

Constituent Elements in Communication

A. Sender - encoder/ communicator/ source

B. Receiver - recipient, decoder, communicator

C. Message - intelligence transmitter by one person to another

Why intelligence was used by the author? Why not idea?

*Intelligence - the ability to acquire, apply and analyze.

There’s no such thing as nonsense message. There’s always an effort exerted. You have your own way of
conceptualizing.

5 Characteristics of Message

1) Verbal or Nonverbal
a. Verbal – using words to express yourself, refers to written and spoken
b. Nonverbal – gesture, body language
9 Categories of nonverbal communication without the use of body language
 i. Space or distance
ii. Things or objects - uniform, clothes
iii. Sounds - bells, alarms, sirens
iv. Color – white means purity
v. Texture – rough or smooth
vi. Size or figure – small or big
vii. Signs or symbols - picture
viii. Scent - perfume
ix. Physical appearance – not clothes, aura
*Bimodal – mixture of Verbal + Nonverbal communication. Very effective.
2) Intentional or Unintentional
a. Intentional – if the sender is aware on the effects of the message to the receiver
b. Unintentional – if the sender is not aware on the effects of the message to the receiver
3) Has no meaning on itself, it depends on the receiver’s interpretation
a. Denotation – generally accepted meaning of the word
b. Connotation – using my own definition of this word based on my experience or exposure
*You can never force the person to define the word in your own way because he or she has own way of defining
the word
4) Vocal or Non-vocal
*Vocal – Voice, refers to sound
a. Verbal-Vocal – words to express + hearing of voice
b. Nonverbal-Vocal – no use of words but there’s a feedback
c. Verbal-Nonvocal - letter
d. Nonverbal-Nonvocal – no words, no sound
5) Has two dimensions: content and relational
a. Content Dimension – Sender and Receiver talks about something related to both of them. Normal flow
b. Relational Dimension – communication that not related to both (ex. Rumors, gossip, hearsays)
c. Verbal-Nonvocal

Message

Sender Receiver
(encoder) (decoder)

1. Communication Skills 1. Communication Skills

2. Attitude Feedback / 2. Attitude
3. Knowledge Response 3. Knowledge
4. Culture 4. Culture
5. Social System 5. Social System

Broken Lines –Changing nature of environment due to different context dimensions

5 Components in the study of source and receiver
1. Communication Skills – check the background of your recipient
2. Attitude – negative or positive
3. Knowledge
4. Culture
 5. Social System
Sender & Receiver must possess both components
It’s not possible if only sender has the 5 components. It will be imbalanced
Barriers – always present every time the communication takes place

D. Context - circumstances that form the setting

4 Context dimensions - dictate how we communicate
1) Social
 culture - traditions
 relationship - intimacy
 status/ position
2) Physical - place where did it happen
3) Temporal – time when did it happen
4) Psychological – mood or emotions
E. Channel – Means of transporting communication to your recipient

 Man – most common form, risky because of manipulation. Be extra careful of choosing channel

F. Feedback

Feedback
Psychological Circumstantial
Perception Motivation Setting Timing Authority Rapport
Denotation Connotation McGregor Maslow Herzberg McClelland

Why do people always get negative feedback?

PSYCHOLOGICAL FACTORS AFFECTING RESPONSE
A. Perception
Denotation + Denotation = Positive
Denotation + Connotation = Negative
Connotation + Connotation = Negative

B. Motivation

1. McGregor – Theory X and Y

X - Negative Motivation
- People are not committed and they will not achieve the organizational objectives.
- Threats, insults, punishments
Y - Positive Motivation
- People are committed and they will achieve the organizational objectives.
- Praises, rewards
2. Maslow – Hierarchy of Needs
Self-Actualization
Esteem Needs
Social Needs
Safety and Security Needs
Physiological Needs

 Why Pyramid? Because only few people can reach the top
 You can’t reach the top level without satisfying each level 100%
a) Physiological needs – Basic needs
b) Safety and Security – Financial Security, Security of Tenure
 c) Social Needs
d) Esteem Needs
e) Self- Actualization
3. Herzberg – Hygiene Motivation
 Extrinsic or Intrinsic factors that can motivate or demotivate
a) Extrinsic – External Factors (ex, uniform, bankruptcy)
b) Intrinsic – Internal Factors (ex. Salary, Company policy, benefits)
4. McClelland – Achievement Motivation
 The more achievements you have, the more motivated you are
 Two big groups: Less Challenged Individuals and More Challenged Individuals

CIRCUMSTANTIAL FACTORS AFFECTING RESPONSE

1. Authority
Definition of Authority in a shallow way
POWER PRESTIGE CREDIBILITY
INFLUENCE RIGHTS CAPABILITY
POPULARITY POSITION

2. Timing
 Saying the right thing at the right time
 Authority without timing is useless
 If you are the talk of the town, grab that opportunity
3. Rapport
 Establishing Harmonious Relationship
 Connection, smooth flow
 Positive or Negative(Bribery)
 Long-term or instant
4. Setting – Manner or method of presenting the/your message. HOW? Ex. Bad Title(Janitor), Good Title (Sanitary
Engineer)

WAYS TO IMPROVE SPEAKING SKILLS

1. Read English Materials

2. When you encounter difficult words, check the dictionary
3. Watch English films with English subtitles
4. Talk to someone who’s good in English
5. Play Word Games
6. Practice Reading Aloud

FIVE REASONS OF MISPRONUNCIATION

1. Limited Vocabulary
Ex. Vague, Tough Enough, Depot
2. Regional Accent
Ex. Due Date
3. Sound Deficiency - p/f , v/b , t/th

/t/ - picked
*produce the sound of/t/ on past tense, past participle or past form of the verb
 - East, scent
*produce the sound of /t/ on words that ends with t
/th/ - sound /th/ - the, those
- soundless /th/ - three, birthday

4. Wrong Stress
ex. Psychological, honorable, kilometers

5. Poor diction and enunciation

- best technique to sound brilliant
“EVERYONE IS CAPABLE OF SPEAKING THE LANGUAGE, BUT NOT EVERYONE SOUNDS BRILLIANT”

BARRIERS – Obstacle, hindrance, distractions

A. Physical Barriers – Environmental Factors

a. Noise – ex. Shouting at a bar
b. Lack of Time
c. Distance
*Lack of Time and distance are barriers on Long Distance Relationship
d. Appearance of the Source – ex. Mike Enriquez
e. Wrong Channel
B. Psychological Barriers – more on emotions
a. Emotional Disturbance – anger, fear, shyness, hesitation
b. Difference in Perception – denotation and connotation
c. Personality Differences – ex. Conservative Boyfriend + Slut Girlfriend
d. Position in the Organization
i. Inferiority Complex
ii. Superiority Complex
Power Tripping - someone with a lower position tries to communicate to a lower rank
C. Semantic Barriers
a. Language Barrier – one party speaking another language and another party speaking another language
b. Lack of Knowledge – Out of place
c. Poor Listening Skills – Problem/Fault of the sender, Mispronunciation of the sender

LEVELS OF HEARING

1. Non-Hearing – Physically Present, Mentally Absent (ex. Emotionally disturbed)

2. Hearing – No Comprehension, You hear him/her but do not comprehend what he/she is saying

3. Thinking – Brain and Ears Function as one

4. Reading Skills – Read with Comprehension

FIVE LEVELS OF COMMUNICATION

1. Intrapersonal Communication – is a communication that occurs in your own mind. It is a “self-talk” which refers to inner
speech or mental conversations that we carry on with ourselves. It is the basis of our feelings, biases, prejudices and
beliefs.
 Self-talk, feedback, it’s all you. (Ex. when you make any decision on what to eat or wear)

2. Interpersonal Communication – is the communication between two people and may be involved more on informal
conversations. Through this land of communication, we maintain relationships.
  Interaction, involves another person (Ex. When you are talking to a friend)

3. Small Group Communication – Is a communication within formal or informal groups or teams. It is a group interaction that
results in decision making, problem solving and discussion within and organization
 Group or team, (Ex. A group planning for a surprise birthday party

4. One-to-group Communication – involves a speaker who seeks to inform, to persuade or to motivate and audience
 (Ex. A teacher and a class of students)

5. Mass Communication – is the electronic or print transmission of messages to the general public. Outlets called mass media
include television, film and printed materials designed to reach a large audience. Feedback is generally delayed with mass
communication

TECHNIQUES IN REDUCING BARRIERS

1. Develop Trust
 Who should develop Trust? Both
 Sender should not monopolize the conversation and receiver should listen attentively to the sender
 People who monopolize conversations find themselves very credible what other says nonsense
2. Know How To Listen
“GRASP NOT ONLY THE CONTENT BUT ALSO THE FEELING UNDERLYING CONTENT”
 Do not take the words literally
 Read between the lines
 Be Sensitive. It’s not WHAT you say, but how you say it
 Emphasize
3. Select Words Carefully
 Use words with positive tone or meaning. Euphemism
i. Ugly – plain looking
ii. Old People – Senior Citizen
iii. Pimples – Skin Problems
iv. Salesman – Account Executive
v. Telephone Operator – Telecommunications Custodian
vi. Janitor - Custodial Engineer
vii. Installment Plan – Deferred Payment

THREE ENEMIES OF TACTFULNESS

1. Suspicion – doubt
“We investigated your claim and we find you incorrect”
 The word investigated shows that the client has conducted a crime
2. Bluntness – insult
“Excuse me, Sir/Ma’am, you have neglected to sign this form”
 Direct to the point.
 It seems that the clerk was showing authority
3. Negativism – pessimism
“If you have any problems¸ please let us now”
 Emphasizing what’s already negative
2 STRUCTURES OF COMMUNICATION IN THE ORGANIZATION

1. Formal Structure – it follows the lines and patterns found in the organizational chart
↑ Upward – Superior
Common Barriers: Psychological Barrier – Emotional Disturbance
Psychological Barrier – Position in the Organization
↓ Downward – Subordinate
Common Barrier: Semantic Barrier – Lack of Knowledge

←→ Horizontal or Lateral – Communication of people with the same level in the organization
Common Problem: Question of Credibility and Authority

 You don’t allow people in the same position to instruct you

 A real boss doesn’t listens to hearsays. A real boss monitors
 Initiation rites – bosses tell you to do nonsense, testing you on how you’ll handle situations
2. Informal Structure – It does not follow any line or pattern in the organizational chart. Lines change rapidly as personal
relationships between members change. It is often referred to as Grapevine Communication
 Grapevine – plant that grows in any direction
 Ex. Secretary sitting on the lap of the boss. Gossips

BUSINESS LETTER – Most common form of external communication and is written to enhance your company image.
2 Factors that project good corporate image
1. Presentation – refers to the physical appearance of a business letter.
 Ex. High Quality Paper
2. Content – refers to the subject matters of the business letter
 Example of Errors: Acronyms, abbreviations and contractions

DIRECTIONALS FLOWS AND TOOLS OF COMMUNICATION

Memorandum  Contractions mustn’t be used
1. Upward form – used only for:  No Salutations
1.1 Reminders  No inside address
1.2 Request  Ended with just initials
2. Downward Form  Uses full block
2.1 Reprimand or Sanction
2.2 Promotion
2.3 Praise formally – commendation
2.4 Instruction
MEMO A MEMO B
To: (DATE)
From: To:
Subject: From:
Date: Subject:
---------------------------------------------------------- -----------------------------------------------------
_____________(PURPOSE)______________ ___________(PURPOSE)____________
________________________ __________________________
. _____________(DETAILS)_______________ ____________(DETAILS)____________
______________________ _________________________
_____________(ACTION)_______________ ____________(ACTION)_____________
_____________________ _______________________
A. Downward flow
1. Memorandum – directed to a specific individual or group of personnel
2. Circular – directed to the entire personnel
3. Public Address System – used for emergency announcements or instant communication
4. Open House – exposing actual operations of the business. Marketing Strategy
Ex. Principal, teachers and students of a certain school are invited for:
a. Free CET Exams
b. Free Seminars
c. Campus Tour
5. House Organ – The Company’s Magazine (Newsletter, Journal, Newspaper
a. UE Today – Newspaper
b. UE Journal – Journal
c. UE Newsletter – Newsletter
6. Employee’s Handbook Manual – How to do it information
7. Envelope Inserts – A small piece of paper inserted in the employee’s pay slip. Intended for people who’s not
always on the building. Field Workers
8. Annual Report – Big boss consolidates all the report that is issued once a year
9. Bulletin Board – Always downward. No subordinate is allowed to post there
B. Upward Flow
1. Memorandum
2. Open door policy – subordinate can go directly to the CEO without passing through channels. Possible to only
big/small companies
3. Guidance Counselor/Psychologist – the people who act as employee’s listening post
Supervisor – best listening post
4. Suggestion System – known as source of intelligence
5. Survey – submitting the first-hand data to the superior
6. Bulletin – usually printed in a mimeographed form and includes the list of activities for one year, or a month
7. Union – employees talking about benefits, there’s a representative
8. Reports – financial statements, minutes of the meeting
C. Horizontal/Lateral Flow
1. Meeting or Conferences
a. Problem Solving
b. Brainstorming
c. Decision Making
2. Seminar or Workshop – upgrade or improve the skills of employees
a. Certificated
b. Guest Speaker/Resource Person
c. Theme
d. Budget Allocation, too expensive venue
e. Time Allocation, takes hours/days/weeks/months
3. Socials – parties
4. Telephones/Intercoms – secretary will be answered by another secretary
THE DRESS OF THE BUSINESS LETTER – gives an impression of competence and care and tells so much of the character of the firm
1. The Quality of Paper - Stationery
a. Most business letters are on white paper
b. Not to glossy
c. Not should give an impression of cheapness
d. Feel, workability, permanence, cost
2. Design of the Letterhead – The very important part of the letterhead is the logo
a. Circle – continuous
b. Square – equal, fair
c. Triangle – stability, power, strength
3. Margin – narrow ½” – 2”
4. Proper Folding
a. Two Folds. First fold should not cover the inside address. Second fold must leave a half inch on top
b. S-Fold when the envelope used is transparent

STYLES OF BUSINESS LETTERS

FULL BLOCK SEMI BLOCK

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*not very ideal because it is imbalanced

MODIFIED BLOCK INDENTED STYLE

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*obsolete, no longer used by companies
HANGING INDENTED SIMPLIFIED STYLE

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*used by CEO’s. No Salutation and complementary close
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*what makes it different is the indention
*mostly used on sales letters.

ESSENTIAL PARTS OF A BUSINESS LETTER

1. Heading –Letterhead
2. Date – don’t abbreviate
3. Inside Address – 4 lines is the ideal. Includes receiver’s company, courtesy, position and the specific address, company’s
name and the company’s address
Dr. Crisol A. Brusa
Dean, College of Arts and Sciences
University of the East
105, Samson Road, Caloocan City

Rules on Street Numbers:

 Nos. 1-9, spell it out,
 Two or more digits, write in numbers

4. Salutation – title of courtesy and surname

Dear Dr. Brusa:

5. Body – message of the letter

6. Complementary Close – way of closing the letter, two to three spaces after the body
Very truly yours, Truly yours, Sincerely yours,
*Only the first letter is capitalized

7. Signature – handwritten or typewritten, four spaces after complementary closing

Very truly yours,

Handwritten
Type Signature
Wendy D. Tan Position in the organization
Manager

*Stamped Signature – there should be initials of the staff

AUXILLARY PARTS OF A BUSINESS LETTER

1. Reference Initials – one who typed the letter, two spaces below the signature
WDT/ABC/def

Typist/clerk
Authority/dictator
Highest Position
 2. File Reference – to easily retrieve the file
“USB 3; SH”
2-3 Copies
1 copy – file copy 1 recipient’s copy 1 boss’s copy

3. Attention Line - directs the message to a specific person

ATTENTION: MR. ROBERTINI PASCUAL

 Attention Line can never be and should never be in the inside address or else it will appear as a personal letter
 If the name of the recipient is unknown, just leave it blank
 Only the heads of the position are available to the inside address

4. Subject line – not necessary. Helps a busy reader by immediately identify in few words the topic of the letter. Two spaces
below the salutation
RE: SEXUAL HARRASMENT or SEXUAL HARRASMENT

Regarding
5. Personal Line – indicates that the letter or material is extremely confidential should never be read by the addressee, two
spaces above the inside address
6. Enclosure Notation – induce something along with your letter, two spaces under reference initials

encl: check 13 Or encls: 3

7. Postscript – it is written when something important must be stressed out

P.S. Attendance is a must
8. Carbon Copy Notation – to send multiple copies of the letter aside from the addressee
CC: Selected officers and members of the organization
9. Blind Carbon Copy Notation – indicates that other people were given a copy of the letter but their names are confidential
BCC