Chapter 1

Business
Communication
Foundations
 Business
Communication
The process of
establishing a common
understanding
between or among
people within a
business environment.

2
 Getting jobs you want

Gaining promotions
The Importance of Providing leadership
Communicating
Effectively Being productive on the job

Relating positively to others

Assuring success of your
organization

3
 Internal

Day-to-day exchange among

employees
Internal and
External
External
Communication
Flows between an
organization and the entities
with which it interacts

4
 Give-and-take
relationship between
Business sender and receiver in
Communication order to establish a
is Transactional common understanding

5
 1. Receiver understanding

Goals of 2. Receiver response

Business
Communication 3. Favorable relationship

4. Organizational goodwill

6
Internal Communication Patterns

VERTICAL HORIZONTAL NETWORK

7
 Is business related

May be written or oral

Formal Is planned by the organization

Communication Flows in all directions

Is essential for effective

operation of the business

8
 Referred to as “the Grapevine”

May be either business or

personal

Informal Is not planned by the organization

Communication
Flows in all directions

Develops and maintains positive

human relationships
9
 • Chain of three or more people
• Messages usually changed as
passed
Serial
• Receivers should
Communication • Take notes
• Repeat the message

10
Communication Process Model

© Krizan, Merrier, Logan, Schneiter, Business Communication, 7ed., Southwestern

11
 • Selecting the type of
message
• Analyzing the receiver
• Using the you-viewpoint
Sender’s Role • Encouraging feedback
• Removing communication
barriers

12
 • Listening or reading carefully
• Being open to different types
of senders and to new ideas
• Making notes when
necessary
Receiver’s Role • Providing appropriate
feedback to the sender
• Asking questions to clarify
the message

13
 Verbal – uses words
Verbal and
Nonverbal
Communication Nonverbal - does not
use words
 Written

Message
Oral
Channels

Nonverbal
The You-Viewpoint
The sender gives primary
consideration to the
receiver’s point of view
when composing and
sending messages.
Examples of You-Viewpoint
I’m happy to tell you that…
You-Viewpoint sentence:
You will be happy to know that….

We make Kodak digital cameras in three levels:

beginner, intermediate, and professional.
You-Viewpoint sentence:
Kodak makes cameras for you in three models:
basic, standard, and full-featured.
17
Analyzing the Receiver
• Knowledge

• Interests

• Attitudes

• Emotional Reaction

18
 The sender’s role includes
providing for feedback

Feedback • Ask directly or indirectly for

a response
• Assist the receiver in giving
the response

19
Communication
Barriers
Any factors that interfere
with the success of the
communication process

20
Communication Barriers in Word Choice
• Denotative versus connotative meaning

• Idioms

• Implications and inferences

21
 Chapter 2
Multicultural & Global
Communication
Communication Across
Cultures is Necessary due
to:

•Outsourcing
•Offshoring
•E-commerce
Culture
Customary beliefs, social norms,
values, material traits, and behavior
patterns transmitted from generation
to generation that distinguish groups
of people
Corporate Cultural Dimensions

•Behavioral expectations •Assumptions

•Values •Norms
•Patterns of operation •Customs
•Beliefs •Rituals
•Symbols
Core Cultural Dimensions

•Ethnicity
•Race
•Gender
•Age
•Physical disability
 • Ethnicity relates to common history.
Cultural Ethnicity
• Race relates to characteristics
and Race transmissible by descent.
Gender Roles
•Men and women tend to
communicate differently.
•Societal expectations of
men and women affect
how they interact with
one another.
Age Diversity
Age and stage of life affect individuals’ values and how
others perceive them.
Physical Disability
The Americans with Disabilities
Act (ADA) removes unreasonable
barriers to employment in an
effort to prevent discrimination
against people with disabilities.
 • Cultural background affects communication.
Multicultural • Cultural diversity in the workplace and in the marketplace has
increased.
Perspectives • Greater understanding of the connection between culture and
communication is necessary.
Cross-Cultural
Communication Barriers

• Cultural relativism
• Ethnocentrism
• Lack of knowledge and
understanding of other
cultures
• Discriminatory behaviors
including harassment
• Language differences
Cultural
Relativism
Compares the values and
behaviors of different
cultures and usually means
judging them against
standards of right and
wrong from your own
culture.
Ethnocentrism
The inherent belief that
your own cultural
traditions and values are
correct and superior
Stereotypes
• Assumption that behaviors
or characteristics typical of
a particular culture define
all members of that cultural
group
• Result from a limited
knowledge of cultural
diversity
Discrimination
Showing favoritism or prejudicial rejection of people
because of differences
Sexual
Harassment
• Unwelcome
behavior of a sexual
nature or with
sexual overtones
• Quid pro quo
• Hostile environment
Languages
Language
differences may be a
barrier to effective
business
communication.
Nonverbal
Language
• Influences the receiver’s
understanding and
acceptance of a message
• Is believed rather than the
verbal message if the two
are inconsistent
Multicultural Communication
Guidelines

Identify and
Understand Keep
adapt
• Understand • Keep an open • Identify and
your own mind and adapt to
culture. respect language
diversity. differences.
 •Multinational business –
operations targeted toward and
Multinational conducted in two or more
and Global countries
Business
•Global business – operations and
strategies to serve a world market
Low-Context Cultures High Context Cultures
• Value productivity • Place high value on
• Prefer direct communication relationships
• Give minimal attention to relationship building • Favor indirect communication
 • Learn and use a few phrases and greetings in
Speaking and Writing the receiver’s native language.
for a Global Audience • Use the indirect or direct style to match the
style of the receiver.
Global
Communication
Strategies

• Review business
communication principles.
• Analyze the message receiver.
• Be open to and accepting of
other cultures.
• Learn about other cultures
and apply what you learn.
• Consider language needs.
Chapter 3
Technological,
Legal, and Ethical
Considerations
Technology •Technological advances allow
individuals to self-select
•what,
•when, and
•where
messages are sent and
received.
Technology
Advances
• Portability – wireless
computer devices for
on-the-go
communication
• Audience selectivity
• Convergence of audio,
video, text, photo,
music, Internet and
phone devices
Technology
Trends

•Wireless and Internet

communication
•Changes in advertising
media
•Videoconferencing
•Hoteling
•Intranets and
collaborative projects
Technology,
Legal, and Ethical
Issues
• Laws- binding rules of conduct or
actions prescribed and enforced
by a governing authority
• Ethical issues – relate to value
systems and cultural beliefs about
what is acceptable or
unacceptable behavior
• Ethics – principles of conduct
governing individual or group
behavior
Using Cell Phones
and Mobile
Devices

•Respect the rights,

safety, and privacy of
others.
•Your rights end where
the other person’s
begin.
Cell Phone
Etiquette
• Answer the phone quickly.
• Speak quietly and end the
conversation quickly.
• Avoid taking or making calls
when others are present.
• Protect the safety of yourself
and others by not driving while
using your cell phone.
Misuse of E-mail
and Internet
Resources

•Threatens productivity
•Creates legal concerns
•May endanger the
company’s image
Technology Privacy Issues

Cookie Spam Phishing No-call lists

Computer Fraud
• Fraud – intentional unauthorized computer access to a wide variety of
computer records
• Worms – A type of computer virus that steals computer resources
 • Purpose and character of use
Copyright Fair • Nature of the copyrighted work
Use Determined • Amount and portion of the work used in relation to the
copyrighted work
By • The effect of use upon the potential market or the
value of the copyrighted work
Copyright
Issues
•Plagiarism

•Paraphrasing
E-commerce
Issues
•Legal jurisdiction
•Electronic
signatures
•Website linking
 • Legally binding agreement between two or more parties
• Elements:
Important Legal • Offer and acceptance
Considerations – • Competency of parties
• Legality of subject matter
Contracts • Consideration
• Plain English laws
• Warranties and guarantees
Important Legal
Considerations - Credit
and Collections

•Equal Credit Opportunity Act

(ECOA)
•Fair Credit Billing Act
•Fair Debt Collection Act
•Federal Truth-in-Lending Act
Important Legal
Considerations - Employment
Communication

• The Civil Rights Act

• Age Discrimination in Employment Act (ADEA)
• Labor-Management Relations Act
• Privacy Act
• Family Educational Rights and Privacy Act (FERPA)
• Americans with Disabilities Act (ADA)
• Family and Medical Leave Act (FMLA)
Important Legal
Considerations
-Defamation and Fraud
•Defamation
o Libel
o Slander
•Fraud
 Strives for the highest good for all involved
Ethical and provides information that is fully
Communication adequate for the circumstances, truthful in
every sense, and not deceptive in any way
Global Business Ethics

To conduct business
ethically in another country,
managers must be aware of
the other country’s laws,
values, and ethics.
Codes of Conduct
Provide clear
direction about ethical
behavior when the
temptation to behave
unethically is
strongest
Ethical
Messages
•Integrity and honesty
•Personal and professional
responsibility
•Concern and respect for
others
•Fairness to all concerned
Chapter 4
Principles of Business Communication
Learning Objectives

1. Identify words that your receiver(s) will understand and that will
elicit the intended response.
2. Discuss the elements that create clear, concise, and effective
sentences.
3. Develop clear, concise, logical, coherent, and effective paragraphs.
4. Use appropriate alternatives to ensure unbiased language in
messages.
5. Apply your own composing style to personalize your messages.
 Keep
KISS It
rule
Short and
Simple
Composing
Effective Messages

•Word choice

•Sentence construction
•Paragraph development
Choosing Words
•Use effective words that your
receiver will understand and that
will get the response you want.
•Use a dictionary and thesaurus.
•Follow the 6 principles of choosing
words.
 Six Principles of
Choosing Words
1.Choose understandable words.
2.Use specific, precise words.
3.Choose strong words.
4.Emphasize positive words.
5.Avoid overused words.
More details? 6.Avoid obsolete words.
Choose
Understandable
Words

• Analyze your receiver’s

knowledge, interests, opinions,
and emotional reactions.
• Use words that are in your
receiver’s vocabulary.
• Technical words relate to a
specific field; use them only with
an audience from that field.
 •font & typeface or print style for
characters
•freeware & computer software
*Technical Words & distributed without charge
Nontechnical Words
•amenities & features of the property
•brief & summary of a legal case
•…
 The fact of being final and impossible to change;
1 something that is final and impossible to change

F I N A L I T Y

End
 … something (as something) to use something,
2 especially for a practical purpose

U T I L I Z E

Use
 …something to make an action or a process possible or easier
3

F A C I L I T A T E

Help
 …something to prove that something is true
…something to state officially that something is useful and of an
4
acceptable standard

V A L I D A T E

Confirm
 To encourage somebody to do something violent, illegal or
5 unpleasant, especially by making them angry or excited

I N C I T E

Provoke
 …somebody/something (formal) to try to do something as well as somebody else
because you admire them
6 …something (computing) (of a computer program, etc.) to work in the same way as
another computer, etc. and perform the same tasks

E M U L A T E

Copy
Use Specific,
Precise Words
•Use specific words with
clear and precise
meanings.
•Avoid vague or abstract
words such as “many”
and “several”, which
mean different things to
different people.
Choose Strong
Words
•A strong word
creates a vivid
image in the
receiver’s mind.
•A power word has
a distinct meaning
and creates a
visual image.
Emphasize
Positive Words

•Positive words
convey optimism
and confidence.
•Negative words
trigger unpleasant
emotions.
Avoid Overused Words
Overused words have lost
effectiveness because they have
been used too much in
conversation or written messages.
Avoid Obsolete Words
• Obsolete words are out of date and sound pompous, dull, and stiff.
• Obsolete expressions are stilted and unnatural.
• Conversational language works best for business communication.
Developing Compose Compose clear sentences.
Sentences
Use Use short sentences.

Prefer active voice in

Prefer sentences.

Give sentences appropriate

Give emphasis.
/ˈemfəsɪs/
 • Use words that are precise
and understandable.
Compose
• Give sentences unity.
Clear • Keep related words
Sentences together.
• Use correct grammar.
 •Unclear Relationship:
The restaurant served excellent food; it was only
two years old.
E.g (Was the restaurant or the food two years old?)
•Clear Relationship:
The restaurant, which was only two years old,
had excellent food.
Use Short Sentences
• Short sentences are generally easier
to understand.
• Short sentences have 15 to 20 words.
• Vary the length of your sentences for
interest.
• Use complete sentences that have a
subject, a verb, and express a
complete thought.
• Omit unnecessary words and limit
content in each sentence.
Prefer Active Voice
•Active voice – the subject
does the acting
•Passive voice – the subject
is acted upon
Give Sentences
Appropriate Emphasis
• Emphasize important ideas.
• Use length.
• Use location.
• Use sentence structure.
• Repeat key words. • Use mechanical means: (underline,
• Tell the receiver what is italicize, boldface type; different
important. color, font size, font style,
• Be specific or general. UPPERCASE LETTERS, bullets,
• Use format. arrows, circles…)
Forming
Paragraphs
• Use short paragraphs.
• Give paragraphs unity.
• Organize paragraphs
logically.
• Give paragraphs
appropriate emphasis.
• Provide paragraph
coherence.
Use Short Paragraphs
Use short paragraphs to
Use make the message easier to
read and understand.

Keep paragraphs in letters

Keep and memos to 4 to 5 lines
each.

Compose business reports

Compose with paragraphs of 6 to 7
lines.
 Give Paragraphs Unity
All the sentences in a paragraph relate to one topic
 Organize
Paragraphs
Logically

•Direct plan: main idea in the

first sentence (topic-sentence).
•Indirect plan: main idea
somewhere in the paragraphs
or in the last sentence.
 • Length
• Location
Give Paragraphs • Repetition
Appropriate /ˌrepəˈtɪʃn/

Emphasis • Explicitness
/ɪkˈsplɪsɪtnəs/

• Format
• Mechanics
Provide Paragraph
Coherence
•Make a smooth transition
from one sentence or
paragraph to the next.
•Use transitional words.
•Use tie-in sentences.
Using Unbiased •Avoid gender-biased language.
Language •Avoid other biased language.
 •Develop your own unique
Composing style.
With Style
•Be yourself and allow your
personality to shine through.
Chapter 5
Print and
Electronic
Messages
Written
Messages

• Advantages
• May be a permanent record
• May be reread and studied
• May be revised and edited
• May have legal value
Written
Messages

• Disadvantages
• May be transmitted slowly
• May be viewed as more formal
• May not provide quick and thorough
feedback due to lack of nonverbal cues and
distance between sender and receiver
• May require storage
Oral Messages
•May be transmitted quickly
•Have a more personal tone
•Allow for immediate feedback
•Create no permanent record
•Provide limited time to review and
respond to message; therefore, not
suitable for complex messages
 Planning – before words
are put on paper

Developing
Written Drafting – creating the
Business first version
Messages
Finalizing – improving
and correcting the draft
to create a final version
Planning the
Message
• Analyze the communication
situation.
• Establish primary and secondary
purposes.
• Analyze the receiver.
• Select the type of message.
• Select an organizational plan.
• Outline the message content.
Drafting the
Message
• Apply the principles of
business communication(KISS).
• Use the you-viewpoint.
• Focus on content.
• Do not worry about being
perfect; this is not the final
version of the message.
Finalizing the Message
• Revise the message.
• Edit the message.
• Proofread the message.
Vocabulary
Levels
• Analyze your receiver to
determine the appropriate
vocabulary level.
• Use readability formulas and
ratings to assist in creating a
document that will be
understood by the receiver.
 Internet-Based
Messages Used in
Business

•E-mail
•Instant Messaging
•Blogs
•Websites and web pages
E-Mail Guidelines
• Determine appropriateness of e-mail
for situation.
• Cover only one topic per message.
• Keep subject line and message brief.
• Position important information in the
beginning of the message.
• Follow the three-step writing process
and grammar and writing rules.
 •Provides flexibility in accessing
remotely located users
•Allows spontaneous interaction in
Instant real time
Messaging •Conveys only a thought or two at a
time
•Projects a message with a casual
but professional tone
 •Contains entries about specific
topics or areas of interest
•Logs real-time events
•Displays entries in reverse
Blogs chronological order
•May contain hyperlinks
•May be used as a customer service
tool
Websites and Web
Pages
•Determine the purpose and
audience.
•Develop the content.
•Design the site.
•Address technical issues.
•Develop the credibility of the
site.
Determining the Purpose and Audience for a
Website
• Why are you writing the document?
• What is the primary message?
• Who do you want to visit your website?
• How do you want visitors to your site to respond?
 •Write for the skim-reader.
•Use plain English.
Writing for •Implement standards for
web accessibility.
the Web •Optimize searchability of the
website.
•Revise, edit, and proofread.
Chapter 6
Message Formats
Message Formats
• Formatting letters
• Formatting memos
Letters
•Used for external communication

•Used for formal internal messages

to employees
SAN MIGUEL BREWERY CORP.

Standard Parts of a Letter

• Heading
• Inside address
• Salutation
• Body
• Complimentary close
• Signature block
• Reference initials
am
SAN MIGUEL BREWERY CORP.

Standard Parts of a Letter

Heading
• Letterhead or keyed return address

• Date with the month spelled out

am
SAN MIGUEL BREWERY CORP.

Standard Parts of a Letter

Inside address
•Receiver’s name and title
•Company name
•Street address
•City, State and ZIP code

am
SAN MIGUEL BREWERY CORP.

Standard Parts of a Letter

Salutation
• Begins a double space after
the inside address

• Dear ________:

• Should match the first line of

the inside address
am
SAN MIGUEL BREWERY CORP.

Standard Parts of a Letter

Body
• Begins a double space below the
salutation
• Single spaced within paragraphs
and double spaced between
paragraphs

am
SAN MIGUEL BREWERY CORP.

Standard Parts of a Letter

Complimentary close
• Sincerely,
• Sincerely yours,
• Respectfully,

• Placed a double space below

the last line of the body.

am
SAN MIGUEL BREWERY CORP.

Standard Parts of a Letter

Signature block
• Writer’s signed name

• Writer’s keyed name

• Writer’s Title

am
SAN MIGUEL BREWERY CORP.

Standard Parts of a Letter

Reference initials
• Show who keyed the letter

• May also show who wrote the

letter if different than the person
who signed it

am
Supplementary Heading

Parts of a Letter July 17, 2008

Mr. Alan Cruz, Director

Backshore
YouthCenter Center
5628 26th Avenue
Inside Address

• Attention line 21218 4501

Dear Mr. Cruz: Salutation

• Subject line
Subject: LETTER USING FULL BLOCK FORMAT
Subject Line
This letter is in full block format, which is the most streamlined letter style because all parts and all
lines begin at the left margin. The letterhead uses less than two vertical inches of stationery, and the

• Company name in
date is placed approximately a double space (two lines) below the letterhead.

The inside address is keyed flush with the left margin and is the same as the address on the enve-
lope. Depending on its length, the position title may be keyed after the name on the first line or on

signature block the line below the name.

The salutation is on the second line below the inside address. The name used in the salutation Body
should be the same as would be used if the sender met that person on the street. Notice the

• Enclosure or colon after the salutation (mixed punctuation).

The subject line is keyed flush with the left margin a double space below the salutation and is con-

attachment notation sidered part of the body. The body is single-spaced within paragraphs and double-spaced between
paragraphs.

The complimentary close is keyed a double space below the body and is flush with the left margin.

• Copy notation A comma follows the close (mixed punctuation). The signature block (writer’s name and title) is
keyed four lines below the complimentary close. The reference initials are keyed a line below the
sender’s title.
Complementory

• Postscript Sincerely,

Clark Patrick
Close

Clark Patrick
Signature Block
Communication

vfr Reference Initials

Punctuation Styles
•Mixed punctuation
•Colon (:) after the salutation
•Comma (,) after the complimentary close
•Open punctuation
•no punctuation after the salutation
•no punctuation after the complimentary close
Letter Formats

• Full Block
• Modified Block

• Simplified
Letter Formats
• Full Block

•Modified Block,
Block Paragraph
• Simplified
Letter Formats
• Full Block

•Modified Block,
Indented Paragraph
• Simplified
Letter Formats
• Full Block

• Modified Block

• Simplified
Personal Business Letters
•Written by an individual
conducting business of a
personal nature
•Contain the same elements as a
business letter
 2 inches

Personal Business
Letter Heading Format

• 2” top margin
• Writer’s street address
• Writer’s City, State, and
Zip Code
• Date
Envelopes
• Envelop paper should
be the same color/
design tone
• Quality as the
letterhead stationery.
Memos and E-Mail
Memo
• Internal business communication
• Less formal and shorter than letters

E-mail
• Gradually replacing memos for internal
communication
• May be used selectively for external
communication
Memo Format
• To:
• From:
• Date:
• Re:

(Memorandum)
Stationery
•Size
•Weight
•Color
•Quality
•Envelope Paper
 Individual Assignment
Write a letter:
Modified Block
Indented Paragraph
Mixed punctuation
Content: to express your concerns about your customer who lives in
an isolated residential building because of founded Covid 19 cases.
Word File: Font size 12, Times New Romance, Arial, Calibri, Paper size A4, Office margin

File name: 2021 FALL- CourseCode-ClassCode-Letter Writing– FullName – StudentCode

Deadline: 12:00PM, Dec 15, 2021