GROUP 10

Q1: Define communication. When is it successful?

- Communication can be defined as the transmission of information and meaning from
a sender to a receiver.
- The process is successful only when the receiver understands an idea as the sender
intended it. The process of communication achieves its purpose when both the sender
and receiver understand the process and how to make it work.

Q2: (L.O. 2) Describe the five steps in the process of communication. What can
disrupt this process?
The five steps in the process of communication are:
- Sender Has Idea
The communication process begins when the sender has an idea. The form of the idea
may be influenced by complex factors surrounding the sender. These factors include
mood, frame of reference, background, culture, and physical makeup, as well as the
context of the situation and many other factors. Senders shape their ideas based on
their own experiences and assumptions. When senders know their purpose and
anticipate the expected response, they are better able to shape successful messages.
- Sender Encodes Idea
The next step in the communication process involves encoding. This means
converting the idea into words or gestures that will convey meaning. A major
problem in communicating any message verbally is that words have different
meanings for different people. Recognizing how easy it is to be misunderstood,
skilled communicators choose familiar, concrete words. In choosing proper words
and symbols, senders must be alert to the receiver’s communication skills, attitudes,
background, experiences, and culture. Including a smiley face in an e-mail
announcement to stockholders may turn them off.
- Sender Selects Channel and Transmits Message
 The medium over which the message travels is the channel. Messages may be
delivered by email, SMS text, instant message, social media post, letter,
memorandum, report, announcement, picture, spoken word, fax, Web page, or some
other channel. Messages carried over digital networks face much opportunity for
distraction and communication breakdown. Receivers may be overloaded with
incoming messages or distracted by the many other functions of their devices. Only
well-crafted messages may be accepted, understood, and acted on.
- Receiver Decodes Message
The individual for whom the message is intended is the receiver. Translating the
message from its symbol form into meaning involves decoding. Only when the
receiver understands the meaning intended by the sender—that is, successfully
decodes the message—does communication take place. Such success is often difficult
to achieve because of a number of barriers that block the process.
- Feedback Returns to Sender
The verbal and nonverbal responses of the receiver create feedback, a vital part of
the communication process. Feedback helps the sender know that the message was
received and understood. Senders can encourage feedback by asking questions such
as Am I making myself clear? and Is there anything you don’t understand? Senders
can further improve feedback by timing the delivery appropriately and by providing
only as much information as the receiver can handle.
Receivers can improve the communication process by providing clear and complete
feedback. In business one of the best ways to advance understanding is to paraphrase
the sender’s message with comments such as Let me see if I understood you correctly
Some factors that can disrupt this process are:
- Anything that interrupts the transmission of a message in the communication process
is called noise. Channel noise may range from a weak Wi-Fi signal to sloppy
formatting and typos in e-mail messages. Noise may even include the annoyance a
receiver feels when the sender chooses an improper channel for transmission or when
the receiver is jammed with messages and information.
- Decoding can be disrupted internally by the receiver’s lack of attention, by bias
against the sender, or by competing messages. It can be disrupted externally by loud
sounds or illegible words. Decoding can also be sidetracked by semantic obstacles,
such as misunderstood words or emotional reactions to certain loaded terms. Alert
receivers decode successfully with a receptive attitude while minimizing distractions.

Q3: In what ways is business writing different from school essays and private
messages?
Purpose:
- School Essays: The primary goal is often to discuss feelings, display knowledge,
and demonstrate the internalization of subject matter. They often focus on the
writer's thought processes.
- Private Messages: These messages allow individuals to stay connected and
express feelings.
- Business Writing: It is purposeful with a clear goal to solve problems and convey
information. Each message has a definite strategy.
Length and Economy:
- School Essays: Students might be required to meet a minimum word count,
leading to stretching ideas to appear longer.
- Private Messages: Length is often arbitrary and based on the level of detail or
emotion the sender wishes to convey.
- Business Writing: Ideas are presented clearly but concisely. Length is not
rewarded, and there's an emphasis on being economical with words.
Audience Perspective:
- School Essays: The focus is often on the writer's perspective and their
understanding of a topic.
- Private Messages: They are personal and may focus on the sender's emotions or
experiences.
 - Business Writing: It is audience-centered, meaning the writer looks at a problem
from the perspective of the audience instead of their own.
Creativity and Topic Selection:
- School Essays: Writers might need to tap into their imagination for creative topic
ideas.
- Private Messages: Topics are often personal and based on the sender's experiences
or emotions.
- Business Writing: There's no need for imaginative topic ideas; the focus is on the
purpose and clarity of the message.

Q4: Describe the components in each stage of the 3-x-3 writing process.
Approximately how much time is spent on each stage?
1. Prewriting Stage:
Components:
Analyze:
● Determine your purpose for writing.
● Decide what you want the receiver to do or believe.
● Choose the most appropriate communication channel (e.g., face-to-face
conversation, e-mail, memo, report, etc.).
● Evaluate the benefits or challenges of each chosen channel.
Anticipate:
● Understand the profile of your audience.
● Consider what the receiver already knows about the topic.
● Predict the receiver's response (neutral, positive, or negative) and how this
response might affect your strategy.
Adapt:
● Decide on techniques to tailor your message to its audience.
● Think of ways to encourage feedback.
● Ensure the language is positive, conversational, and courteous.
 2. Drafting Stage:
Components:
Research:
● Collect data to substantiate your points.
● Review any related previous correspondence.
● Seek background information from company files.
● Discuss with colleagues or superiors.
● Conduct internet research.
● Determine what additional information you need to craft your message.
Organize:
● For direct messages, present the primary idea first, followed by detailed
explanations and finally, any call to action.
● For persuasive or negative messages, employ an indirect problem-solving strategy.
Draft:
● Write the initial draft, usually at a swift pace.
● Use short, clear sentences, preferably in the active voice.
● Ensure coherence in paragraphs by revisiting key ideas, employing pronouns, and
using transitional phrases.
3. Revising Stage:
Components
Edit:
● Ensure the message is clear, concise, conversational, and easy to read.
● Eliminate unnecessary fillers, redundancies, and clichéd business phrases.
● Consider implementing headings, bullet points, or numbered lists for easier
reading.
Proofread:
● Thoroughly read the message to spot any errors.
● Check for mistakes in spelling, grammar, punctuation, and consistency in names
and numbers.
 ● Ensure the format remains consistent throughout the message.
Evaluate:
● Determine if the message will achieve its intended purpose.
● Assess the tone for friendliness and ensure it's not too curt.
● Reflect on whether the message appeals to the intended audience.
● Consider if you've sufficiently encouraged feedback.
Time Allocation:
Because the revising stage given the emphasis on thoroughness, particularly, it is implied
that a significant portion of the overall time would be spent on revising to ensure clarity,
conciseness, and correctness. The prewriting stage might also be time-consuming, given
the need to understand the audience and anticipate reactions. The drafting stage, on the
other hand, suggests that writers often draft quickly, implying it might be relatively
quicker than the other stages

Question 5: What eight factors should writers consider in selecting an appropriate

channel to deliver a message? What is the difference between a rich and a lean
channel? (L.O. 3)
- Eight factors should writers consider in selecting an appropriate channel to
deliver a message are:
+ Available technology
+ Importance of the message
+ Amount and speed of feedback and interactivity required
+ Necessity of a permanent record
+ Cost of the channel
+ Degree of formality desired
+ Confidentiality and sensitivity of the message
+ Receiver’s preference and level of technical expertise
- The difference between a rich and a lean channel
 The richness of a channel involves the extent to which a channel or medium
recreates or represents all the information available in the original message. A richer
medium, such as a face-to-face conversation or a live video chat, permits more
interactivity and feedback. Richer media enable the sender to provide more verbal and
visual cues as well as to tailor the message to the audience.
A leaner medium, such as a letter or an e-mail, presents a flat, one-dimensional
message. A lean channel permits less interactivity, feedback, and nuance than a rich
channel.
Characteristic Rich channel Lean channel
Interactivity High Low
Feedback Immediate Delayed
Nuance Easy to convey Difficult to convey

Face-to-face conversations, video Email, instant messaging, text

Examples
conferencing, phone calls messages

Question 6: How does anticipating and identifying the audience help a business
communicator prepare a message? (L.O. 3)
- Shaping the message: Identifying your audience helps the communicators make
decisions about shaping the message. They will discover what language is appropriate,
whether they are free to use specialized technical terms, whether they should explain the
background, and so on. Identifying the audience helps they decide whether their tone
should be formal or informal.
- Anticipating whether the audience's reaction will be positive, neutral, or
negative: When they identify the audience, they are better able to anticipate whether the
receiver is likely to respond positively or negatively to your message, or be neutral about
it. The communicator can use this information to tailor the message accordingly. For
example, if the communicator expects the audience to be resistant to the message, they
may need to use more persuasive language or provide more evidence to support their
claims.
- The possibility of secondary receivers: Another consideration in identifying your
audience is the possibility of a secondary audience. Analyzing the task and anticipating
the audience help you adapt your message so it will be effective for both primary and
secondary receivers.

Question 7: What is the “you” view? When can the use of “you” backfire? (L.O. 4)
- The "you" view is a communication style that focuses on the audience's needs,
interests, and benefits. It is a way of communicating that shows the audience how they
will personally benefit from the information or request being communicated. In focusing
on audience benefits, skilled communicators naturally develop the “you” view. They
emphasize second-person pronouns (you, your) instead of first person pronouns (I/we, us,
our)
● A survey revealed that you phrasing was more effective than we phrasing
for conveying ideas related to interest and intent. The "you" view can be
used in a variety of business communication situations, such as: Sales and
marketing messages Customer service interactions; Employee training and
development; Performance reviews; Leadership communications,...
● Researchers argued that you phrasing does a better job of subconsciously
grabbing attention and transferring ownership to the receiver.

- Although you want to focus on the reader or listener, don’t overuse or misuse the
second-person pronoun you.
● Readers and listeners appreciate genuine interest; on the other hand, they
resent obvious attempts at manipulation. The authors of some sales
messages, for example, are guilty of overkill when they include you dozens
of times in adirect-mail promotion. What’s more, the word can sometimes
create the wrong impression. Consider this statement: You cannot return
 merchandise until you receive written approval. The word you appears
twice, but the reader may feel singled out for criticism. In the following
version, the message is less personal and more positive: Customers may
return merchandise with written approval.
● Another difficulty in emphasizing the “you” view and de-emphasizing we/I
is that it may result in overuse of the passive voice. For example, to avoid
writing We will give you (active voice), you might write You will be given
(passive voice). You will receive, though, is active voice and a better option
here. The active voice in writing is generally preferred because it identifies
who is doing the acting.
Q8: What three techniques for developing a warm, friendly, and conversational tone
can communicators use in business messages?
Choosing Positive Over Negative Language:
Using positive language in business communication enhances clarity, tone, and the
message's effectiveness. Positive phrases convey more information and are uplifting,
focusing on what can be done rather than what cannot. For instance, instead of "Your
order cannot be shipped by January 10," a more constructive approach would be, "Your
order will be shipped by January 15." Avoiding negative terms that may seem accusatory
or create ill will is also crucial.
Avoiding Biased Language:
It's vital to ensure that your communication is free from gender, age, and disability bias.
Such biases can inadvertently offend or stereotype individuals. For instance, instead of
using potentially patronizing terms like "office ladies," opt for neutral terms like
"administrative assistants." Emphasizing sensitivity and awareness is key to avoiding
such pitfalls in communication, ensuring everyone feels respected and valued.
Preferring Plain and Familiar Language:
When communicating, it's beneficial to use plain and familiar language to make the
content accessible to a broader audience. While specialized terms or jargon can be
efficient among experts, they can be confusing to others. For example, instead of using a
term like "cafeteria plan," which HR professionals understand, it's clearer to use a
descriptive phrase like "benefits option program" for a general audience.

Q9: What are three ways to avoid biased language? Give an original example of
each
One effective approach is to use gender-neutral language. For instance, rather than
saying, "Each employee should submit his timesheet by Friday," it's more inclusive to
state, "Each employee should submit their timesheet by Friday." Another important
consideration is avoiding assumptions based on age, disability, or other
characteristics. Instead of making general statements like, "The young boy is tech-
savvy, while the elderly lady probably needs help with her computer," a more neutral
phrasing would be, "One individual is tech-savvy, while another might need assistance
with her computer." Lastly, being specific and accurate in our statements helps
prevent reinforcing stereotypes. It's more precise to say, "Fast food is popular in many
parts of America," rather than generalizing that "All Americans love fast food." By being
conscious of our word choices, we can promote understanding and respect in our
communications.

Q10: Name five gender-biased words and their improved versions. (L.O. 5)

Gender - biased words Improved versions

Businessman Businessperson

salesman sales representative

Office girl, office lady Office worker, administrative assistant

waiter/waitress Server

stewardess flight attendant

Executives and their wives Executives and their spouses

Female doctor Doctor

Chairman Chairperson

Actress Performer