Business
Communication
(SMP 102)
Chapter 1: Business
Communication and Its
Perspective
Background of Business
Communication
• It is a special branch of general
communication
• It is a communication that
takes place between two or
more parties concerning
business affairs
Simply,
• It is the process of sharing information between
people within and outside a company.
Main objective?
• To exchange information,
wishes, intentions, attitudes,
etc.
• Wherein, different parties like
owners, managers, employees,
customers, investors, suppliers,
bankers and general public
exchange information relating
to business activities.
Specifically,
• It is how the employees and management
interact to reach organizational goals.
• We improve the goals and reduce errors.
TRIVIA
• “COMMUNICATION” is the lifeblood of
business and management process.
• “No business can operate even a day
without communication.”
Let’s dig deeper
Importance:
1. Presenting options/ new
business ideas
2. Making plans and proposals
3. Executing decisions
4. Reaching agreements
5. Sending and fulfilling orders
6. Successful selling
Risk
• Once the communication becomes unclear,
everything will follow, it will make the
company’s core system to fall apart.
• Data shows, 60% of internal communication
professionals do not measure internal
communications.
• Reasons: ego, do not know where to start,
what are the following steps, do not know how
to calculate ROI.
Internal Business Communication
vs.
External Business Communication
Internal Business
Communication
• It is the exchanging of
information among the various
internal parties, like owners,
managers and workers.
External Business
Communication
• It is when the organization
exchanges messages with the
external parties like
customers, suppliers,
investors, government
agencies, regulatory
authorities, competitors,
bankers etc.
Business Communication in other
Perspectives
According to Brennan,
“Business communication is the
expression, channelling, receiving
and interchanging of ideas in
commerce and industry.”
According to William Scott,
“It is a process which involves the
transmission and accurate
replication of ideas ensured by
feedback for the purpose of
electing actions which will
accomplish organizational goal.”
Several skills and its activities:
• Thinking- one has an idea in mind which he
intends to share with a listener
• Speaking- one has his idea properly expressed and
verbally voiced out by sharing it with his listeners
• Listening- one gets an idea by attentively paying
attention to what is told to him
• Reading- one gets an idea by taking it from the
printed matter
• Writing- one does not voice out his idea verbally
but makes it known through writing
The Elements of Effective
Communication Process
1. Source (Speaker)
2. Message
3. Encoding
4. Channel
5. Decoding
6. Receiver
7. Feedback
Models of Business Communication
Process (3)
1. LINEAR MODEL
• it is a straight-line
communication. It implies
that listeners listen and
never speak or send
messages
INTERACTIVE MODEL
•there is a presence of
feedback
TRANSACTIONAL MODEL
• the communication process
became vague through the
help of feedback and
barriers
Characteristics of an
Effective Communication in
the Field of Business
1. Clear- to be effective, communication must be clear.
2. Substantive- the meat of communication is its
message.
3. In Good Faith- the essence of communication is the
ability to influence his audience to listen to him, to
think, imitate and create
4. Appropriate- it should be suited to the particular
nature, character, and idiosyncrasy of the receiver
and based on the occasion or prevailing situation
Levels of Communication
1. Intrapersonal
2. Interpersonal
3. Public Communication
4. Mass Communication
5. Organizational
Communication
Intrapersonal
• Communication within yourself
• It involves thinking, remembering
and feeling
• All the things that we do internally
Interpersonal
• A communication among a
relatively small number of
people
Dyadic
Triadic
Small Group
Public Communication
• It involves several people.
• A public speaking is an example
Mass Communication
•These are the printed
form, radio, television,
and movies
•Mass media
Organizational Communication
• Within an organizational
chart
Four Basic Type of Business
Communication
1.Internal-upward
2.Internal-downward
3.Internal-lateral
4.External
Internal-upward communication
• The idea came from a subordinate to the
manager or an individual that is up to the
organizational hierarchy.
• It is based on the systematic forms, reports,
surveys, templates and other resources to help
employees provide necessary and complete
information.
Internal-downward
communication
• It is the way that the ideas came from the
superior down to its subordinates
• It may be a communication letter, a memo or
verbal directive.
• Note: The language used must not have a room
for other interpretation and should be
concisely explain what needs to happen.
Internal-lateral communication
• It is the talking, messaging, and emailing
among co-workers in the office.
• It might be cross-department communication
or internal department dealings.
• Example:
• marketing to sales department (vice versa)
• Marketing to marketing department
• Sales to sales department
External Communication
• This is any communication that leaves your
office and internal staff.
• It involves dealing with customers, vendors, or
anything that impacts your brand.
Effective Approaches to Enhance
Communication Competence
1.Expression
2.Impression
3.Reflection
4.Reaction
End of Chapter 1
