BUSINESS COMMUNICATION 1

MODULE 1 – UNDERSTANDING BUSINESS

COMMUNICATION

Prepared by:
Dr. Josephine D. Rupert
MODULE 1 – UNDERSTANDING BUSINESS COMUNICATION

Learning Outcomes:
When you have completed the module, you should be able to:

1. Explain what is business communication and its elements.

2. Describe the how and why of business communication.
3. Apply the C’s of communication as you interact with
people.
 MODULE 1 – UNDERSTANDING BUSINESS COMUNICATION

Communication is simply the act of transferring information from one place,

person or group to another. Communication is essential for effective
business operation, and clarity leads to effective communication. Business
communication involves constant flow of information within and outside a
company.
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION

• The word communication

comes from the Latin word
communis which means common.
Therefore, when you attempt to
communicate, you are trying to
establish “commonness” with
another individual or with a group.
In so doing you are basically trying
to share.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION

• Communication is commonly defined

as “the exchange of thoughts, ideas, feelings,
information, opinions, and knowledge.”
• W H Newman and C F Summer Jrn,
offer another clear definition:
“communication is an exchange of facts, ideas,
opinions, or emotions by two or more
persons.”
• Peter Little also defines
communication as “the process by which
information is transmitted between
individuals and/or organizations so that an
understanding response results.”
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION

What is business communication?

• Business communication is
the process of sharing information
between people within and outside
a company.
• Effective business
communication is how employees
and management interact to reach
organizational goals. Its purpose is
to improve organizational practices
and reduce errors.
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION

• Business communication
is used to promote a product,
service, or organization; relay
information within a business;
or deal with legal and similar
issues.
• Business communication
may also refer to internal
communication.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
2. Importance of business
communication in the
workplace
1. Provides interchange of
information.
2. It is a continuous process.
3. It paves way for mutual
understanding.
4.It is a social activity.
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
The importance of business ◼ Effective meetings
communication lies in:
◼ Presenting options/new business
ideas
◼ Making plans and proposals
(business writing)
◼ Executing decisions
◼ Reaching agreements
◼ Sending and fulfilling orders
◼ Successful selling
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION

Goals of Communication Purposes of

• To inform Communication
• To request ▪Ideas
• To persuade ▪Facts
• To build good will ▪Recommendations
▪Proposal
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION

Elements of Communication
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
1. Sender has an idea. The form of
the idea may be influenced by the
sender’s mood, frame of reference,
background, culture, and physical
makeup, as well as the context of the
situation.
2. Sender encodes the idea in a
message. Encoding means
converting the idea into words or
gestures that will convey meaning.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
3. Message travels over a channel.
The medium over which the message
is transmitted is the channel. Because
both verbal and nonverbal messages
are carried, senders must choose
channels carefully.

Anything that disrupts the

transmission of a message in the
communication process is called
noise.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
4. Receiver decodes message. process.
The person for whom a message
is intended is the receiver.
Translating the message from its
symbol form into meaning
involves decoding.
5. Feedback travels to sender.
The verbal and nonverbal
responses of the receiver
create feedback, a vital part of
the entire communication
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
Example: after work and buy milk for dinner. She
In this example, the sender is Brenda. The forgot to ask him in the morning, so
receiver is Roberto. The medium is a text Rachel texts a reminder to Wilber. He
message. The code is the English texts back and then shows up at home
language they're using. And the message with a gallon of milk under his arm. But
itself is "Remember the milk!" In this something's amiss: Wilber bought
case, the feedback is both direct and chocolate milk when Rachel wanted
indirect. Roberto texts a photo of milk at regular milk.
the store (direct) and then came home What has gone wrong with the
with it (indirect). However, Brenda did communication process?
not see the photo of the milk because the
message didn't transmit (noise) and
Roberto didn't think to ask what kind of
milk (context). Rachel wants to remind
her husband, Wilber, to stop by the store
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
4. Communication Models
• Linear Communication Model
The linear model’s behavior is belied
by its name, where a sender encodes a
message via a channel and the
message is decoded by the receiver. It
is straightline communication found
typically in mass communications;
think television, radio, newspapers,
etc. According to this model, there is
no means for immediate feedback.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
• Interactive Communication Model telephone call, or even an email
The Interactive Communication Model exchange.
allows for a feedback element because
after a message is encoded and sent
to the decoding receiver, the roles
then reverse and the receiver encodes
and sends a response to the original
sender who has now turned receiver.
Envision an exchange of text messages
whereby your friend sends you a
message and you respond to it. The
same thing happens during a
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
• Transactional Communication wonder whether any message is
Model conveyed successfully in this
This model depicts face-to-face environment.
interaction, or “trans-action” as a
dynamic and changeable process that
is not limited to simple definition. In
the Transactional Model, receiver and
sender can play the same roles
simultaneously, as sometimes
happens, as messages can be sent
back and forth simultaneously. Throw
in some noise, and it would be a
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
5. Communication channel
❑ Face-to-face conversations
❑ Videoconferencing
❑ Audio conferencing
❑ Emails
❑ Written letters and memos
❑ Chats and messaging
❑ Blogs
❑ Formal written documents
❑ Spreadsheets etc
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
Communication channels
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
5. Communication barriers
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
Types of Barriers
Physical Barriers are often due to
the nature of the environment
like noise, invisibility, etc.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
• Organisational Barriers: It refers
to the problem with the
structures or systems in the
place in an organization. E.g., a
lack of supervision or training or
policy.
• Personal Barriers: It is due to
psychological problems of
individuals. E.g., lack of
motivation or dissatisfaction in
work.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
• Ambiguity of words/Phrases:
Words sounding the same but
having different meaning can
convey a different meaning
altogether. Hence the
communicator must ensure that
the receiver receives the same
meaning.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
• Individual linguistic ability: The
use of jargon, difficult or
inappropriate words in
communication can prevent the
recipients from understanding
the message.
• Physiological Barriers: These
may result from individual’s
personal discomfort, caused by
ill health, poor eyesight or
hearing difficulties.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
• Bypassing: These happens when
the communicators (sender and
the receiver) do not attach the
same symbolic meanings to
their words.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
• Cultural Barriers: Strong beliefs,
customs, attitudes, religious,
sentiments, illiteracy may
influence communication.

• Fear of being criticized: This is a

major factor that prevents good
communication.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
• Gender Barriers: Most
communicators show a
difference in thought, often
have a set of agenda. This is
noticeable among the different
genders.
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
6. Media of Communication
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION

6. Media of communication

6.1. The media of oral

communication are: face
to face conversation,
telephone or mobile,
conference, meetings etc.
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION

6. Media of communication

6.2. The media of written

communication are:
newspaper, letter, report,
memo, mail etc.
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
7. Characteristics of C’s of Communication
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
7. Characteristics of C’s of 2. Conciseness - Conciseness
Communication means wordiness, i.e.,
1. Completeness - The communicating what you want to
communication must be convey in least possible words
complete. It should convey all without forgoing the other C’s of
facts required by the audience. communication. Conciseness is a
The sender of the message must necessity for effective
take into consideration the communication.
receiver’s mind set and convey
the message accordingly.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
3. Consideration - Consideration 4. Clarity - Clarity implies
implies “stepping into the shoes emphasizing on a specific
of others”. Effective message or goal at a time, rather
communication must take the than trying to achieve too much
audience into consideration i.e., at once.
the audience’s view-points,
background, mind-set, education
level, etc. Make an attempt to
envisage your audience, their
requirements, emotions as well
as problems.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
5. Concreteness - Concrete 6. Courtesy - Courtesy in
communication implies being message implies the message
particular and clear rather should show the sender’s
than fuzzy and general. expression as well as should
Concreteness strengthens the respect the receiver. The
confidence. sender of the message should
be sincerely polite, judicious,
reflective and enthusiastic.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
7. Correctness - Correctness
in communication implies that
there are no grammatical
errors in communication.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
8. Types of communication
8.1. Internal business
communication can be:
• Upward communication is any
communication that comes from
a subordinate to a manager. Or
from another person up the
organizational
hierarchy.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION

• Downward
communication/Managerial
communication is anything that
comes from a superior to a
subordinate.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
• Lateral communication/Technical
communication: internal or cross
departmental communication
between coworkers.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
8.2. External business
communication is any
messaging that leaves your
office and internal staff. It
involves dealing with
customers, vendors, or
anything that impacts your
brand.
 MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION

REFERENCES
Book
Fundamentals of Business Communication by Efren F. Abulencia
What is business communication
https://courses.lumenlearning.com/boundless-
business/chapter/introduction-to-business-communications/
Types of media communication
https://www.brainkart.com/article/Barriers-of-Communication_38002/
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION
Evolution of Communication – Stone Age to Modern Age
https://www.youtube.com/watch? =oxTUC5I22LU&t=29s

What is Communication, Meaning, Definition by Authors, Elements and

Types of Communication.
https://www.youtube.com/watch?v=-DHeRk4cwtY

Communication Process
https://www.youtube.com/watch?v=eOwjp2Y-Sbk
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION

Model of communication
https://www.youtube.com/watch?v=-HXa320iTPY

Media of Communication
https://www.youtube.com/watch?v=nGWsgMQ0EYc

Communication cycle
https://www.youtube.com/watch?v=4Z1BIeje_ko
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION

Communication barrier
https://www.youtube.com/watch?v=slq1nAhZuqE

Types of communication
https://www.youtube.com/watch?v=Al3L6cnCmMU
MODULE 1 – UNDERSTANDING BUSINESS COMMUNICATION