Business

Communication
Module 1:
Effective Business
Communication
 Learning objectives

• Recognize the importance of communication in gaining a better

understanding of yourself and others
• Explain how communication skills help you to solve problems, learn
new things, and build your career
• Define communication and describe communication as a process
• Identify and describe the eight essential components of
communication
• Identify and describe two models of communication
• Identify and describe five types of communication contexts
• Discuss and provide several examples of each of the two main
responsibilities of a business communicator

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 Defining communication
A simple definition: 1

“Two-way process of reaching mutual understanding, in which participants

not only exchange (encode-decode) information, news, ideas and feelings
but also create and share meaning. In general, communication is a means of
connecting people or places. In business, it is a key function of
management--an organization cannot operate without communication
between levels, departments and employees. See also communications.”

A complex social phenomenon:

• People from different origins and cultures

• Different demographic, lifestyles
• Feelings, expectations, aspirations, objectives

1. Business Dictionary
 Professional communication
Professional communication is defined as the act of communicating on behalf of an
organization or for a professional outcome. 1
PROCESS OF UNDERSTANDING AND SHARING
Any human being communicates for a purpose or objective:2
MEANING
• To understand: as a human beings;
• To learn: knowledge transmission and meaningful conversations;
• To share: content with an audience;
• To relate: to interact with others;
• To help: to assist by offering solutions;
• To influence: to reinforce, change attitudes or behaviors, raise the awareness
about something, as reflective thinking, to solve problems and resolve conflicts,
etc.;
• To play or to enjoy the experience: The LEGO corporate story: imagination,
learning, and play. Turkish Airlines: Safety Video with The LEGO Movie Characters

1. Cenere, P. et al. (2015). Communications skills for business professionals. Melbourne: Cambridge University Press.
2. De Vitto, J. (2009). Essentials of Communications. New York: Pearson. P9-10.
 Why is it Important to Communicate Well?

Business communication is a problem-solving activity that helps

identify: PROCESS OF UNDERSTANDING AND SHARING
• The situation MEANING
• Possible communication strategies
• The best course of action
• The best way to design the message
• The best way to deliver the message

1. Cenere, P. et al. (2015). Communications skills for business professionals. Melbourne: Cambridge University Press.
2. De Vitto, J. (2009). Essentials of Communications. New York: Pearson. P9-10.
 Eight Essential Elements of Communication

• Source
• Receiver
• Message
• Channel
• Feedback
• Environment
• Context
• Interference

1. Developed by Aristotle, 384 bc-322 bc.

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 Transactional Model of Communication

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 Constructivist Model of Communication

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 Eight essential components of communication

COMPONENT MEANING
Source Imagines, creates, and sends the message
Message Stimulus or meaning produced by the source for the receiver

Channel Way in which a message travels

Receiver Receives the message, analyzes and interprets it in ways both
intended and unintended by the source
Feedback Messages the receiver sends back to the source
Environment Atmosphere where you send and receive messages
Context Setting, scene, and expectations of the individuals involved

Interference Anything that blocks/changes the source’s intended meaning

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 Communication barriers - I

• Most common classification:

• Physical:
• Also called mechanical barriers such as 3rd party, noisy environment, etc..
• Psychological:
• Attitudes, beliefs and values shape what we say before we say it. Our
interpretation is/may also be affected.
• Semantic:
• If words are not used properly, incorrect context
• Cultural:
• Behavior and language acceptable in one culture may be unsuitable to
someone from another

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 Communication barriers - II

Most common cases:

Values Beliefs
Memories Prejudices

Past experience Assumptions

Attitudes Interests

Feelings Expectations

Mental Models

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 Five Types of Communication Contexts

CONTEXT MEANING
Intrapersonal Involves one person; often called “self-talk”
Interpersonal Involves two people; ranges from intimate and very personal to
formal and impersonal
Group Dynamic process where a small number of people engage in a
conversation
Public One person speaks/writes a message to a group of people

Mass Sending a single message to a group

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 Intrapersonal communication

The intrapersonal communication is a kind of “inner voice”.

- It encompasses our cognitive processing as we interact with other people

- Being more aware of your thoughts will help you:
- handle your answers
- Anticipate to unexpected situations and act with
- Interpret what is happening around yourself and act in consequence

It is highly recommended that:

- Each individual know its communication style

- How to communicate in difficult situations
- How it is influenced by the environment and its own experiences
- How to interact with different personalities

Alcohol Awareness Campaign PSA: Thoughts

1. Cenere, P. et al. (2015). Communications skills for business professionals. Melbourne: Cambridge University Press.
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 Interpersonal communication

The interpersonal communication refers to the communication between two or more

people.

- It can be one-to-one, one-to-many, small groups, or mass communication

- Technology allow us to communicate individually, groups, and big audience
borderless at any time.

Interpersonal communication, particularly at professional level includes:

- Being able to communicate and receive feedback

- Handle conflicts and complaints
- Manage stress and pressure
- But also, to give the chance to others to communicate

St. Patrick's Day Isn't Irish - Foil Arms and Hog

1. Cenere, P. et al. (2015). Communications skills for business professionals. Melbourne: Cambridge University Press.
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 Interpersonal communication
The interpersonal attribution are the judgments made by an individual on the causes
of events and situations.

- It is about
- Judging someone based on personal qualities or behavior
- Who someone is and what we think about that person
- It begins when we form an early impression

The interpersonal attribution can be:

- Internal attributions: based on personal characteristics (performance, personality)

- External attributions: explained by causes beyond their control (accident, incident)

Do not judge someone you know nothing about.

You never know what that person is going through or what s/he is struggling with.

Bank Cler

1. Cenere, P. et al. (2015). Communications skills for business professionals. Melbourne: Cambridge University Press.
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 Communicator is prepared

The prepared communicator is organized

- Narrows focus to key points and considers how to present them
- Considers how to link key points together for an audience

The prepared communicator is clear

- Has clarity on the matter to be communicated
- Avoids jargon
- Possesses good written and oral presentation skills
- Uses technology as appropriate

The prepared communicator is concise and punctual

- States points clearly
- Supports points with clear evidence in a linear way
- Is sensitive to time constraints

1. Cenere, P. et al. (2015). Communications skills for business professionals. Melbourne: Cambridge University Press.
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 Communicator is ethical

The ethical communicator is egalitarian

- Speaks and writes in a way that is comprehensible and relevant to all
listeners/readers
- Unifies the audience by using ideas and language that are appropriate for all
listeners/readers

The ethical communicator is respectful

- Communicates with passion and enthusiasm
- Respects the audience’s time and intelligence

The ethical communicator is trustworthy

- Does not intentionally omit, delete, or take information out of context to prove a
point
- Does not pretend to know something which he/she does not

1. Cenere, P. et al. (2015). Communications skills for business professionals. Melbourne: Cambridge University Press.
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 The “golden rule”

Treat others the way you would like to be

treated