INTRODUCTION

TO
BUSINESS
COMMUNİCATİON
 DEFINITION
WHAT IS COMMUNICATION?
The word communicate comes from the Latin
verb “Communicare” that means;

oto impart
oto participate
oand to share
WHAT IS COMMUNICATION?

Communication is the process of sending and

receiving a message.

This include (but not limited to) –

▪ Exchanging an e-mail
▪ Sending a letter
▪ Giving a formal presentation
▪ Chatting with the co-workers
COMMUNICATION:

COMMUNICATION is the process of transmitting

meanings, ideas, and understanding of a person or a
group to another person or group.
It’s a both way process which is continuous.

Simple From of Communication

COMMUNICATION & BUSINESS COMMUNICATION
 Understanding Why
Communication Matters
1. Communicating Is
Important
to Your Career
COMMUNICATION IS IMPORTANT TO
YOUR CAREER
Freelancers Executives Entrepreneurs

Clarity Persuasion

Writing Listening Speaking

 2. Communicating
as a Professional

• Strive to excel
• Be dependable and accountable
• Be a team player
• Demonstrate etiquette
• Make ethical decisions
• Maintain a positive outlook
 COMMUNICATION IS IMPORTANT

•Closer Marketplace Ties

To Your Company

• Opportunities for Influence

• Better Productivity and Problem Solving

• Better Financial Returns and Results

 COMMUNICATION IS IMPORTANT

•Earlier Warning of Potential Problems

To Your Company

• Stronger, More Timely Decision Making

• Clear, Persuasive Marketing Messages

• Increased Employee Engagement

 WHAT MAKES BUSINESS
COMMUNICATION EFFECTIVE?
Provide practical information
Give facts, not vague impressions
Deliver information concisely and efficiently
Clarify expectations and responsibilities
Offer compelling, persuasive arguments and
recommendations
Communicating
as a
Professional
WHAT IS PROFESSIONALISM?

Excellence Dependability

Teamwork Etiquette

Ethical Behavior Positive Attitude

ELEMENTS OF PROFESSIONALISM
 Understanding
What Employers Expect
From You
• Organizing ideas
• Expressing yourself
• Persuasive arguments
• Evaluating data
• Listening
• Understanding diversity
• Tech savvy
• High-quality writing
• Adapting your message
• Business etiquette
• Ethical
• Confidentiality
• Laws and regulations
• Time management
 COMMUNICATING IN AN
ORGANIZATIONAL CONTEXT
Upward

Downward Formal Horizontal

Interaction Informal Grapevine

Social Media
COMMUNICATION NETWORKS

Formal communication represents a network, in which

ideas and information flow along the lines of command
(the hierarchical levels) in an organization.

Informal communication is a network where two or more

individuals (i.e. employees) are in contact that does not
maintain formal hierarchy of an organization.
It is also termed as “Grapevine”.
FORMAL COMMUNICATION NETWORK
THE FORMAL AND INFORMAL COMMUNICATION NETWORKS IN A
DIVISION OF A SMALL MANUFACTURING COMPANY

Department
Manager

Supervisor Supervisor

Black Solid Lines = Formal Network

Brown Dashed Lines = Informal Network (at a moment in time, for they change often)
ADOPTING AN AUDIENCE- CENTERED
APPROACH

Emotional “You” Business

Intelligence Attitude Etiquette
 (LO 1.3) Describe the
EXPLORING THE communication process
model and the ways social

COMMUNICATION PROCESS media are changing the

nature of business
communication.
 BASIC COMMUNICATION MODEL
Encoder/ sender
 Encodes the message
 Chooses appropriate channel
 Solicits feedback
 Attempts to minimize the noise
Encoding: the process of transferring the information you want to
communicate into a form that can be sent and correctly decoded at the
other end
Decoder / receiver
 Decodes the message
 Practices active listening
 Provides feedback
Decoding: the process where the message is interpreted for its content.
THE BASIC
COMMUNICATION MODEL
1 The Sender Has an Idea

2 Sender Encodes Idea as a Message

3 Sender Produces the Message

4 Sender Transmits the Message

THE BASIC
COMMUNICATION MODEL
5 Audience Receives Sender’s Message

6 Audience Decodes the Message

7 Audience Responds to the Message

8 Audience Gives Feedback to Sender

THE COMMUNICATION PROCESS
 Communication Model

Encoding Noise Decoding

Message conflict and inconsistency

Channel / Medium
Newspaper, mail,
Source Message magazine, e-mail, Receiver
Company, Brand messages TV, radio, Customer, client
individual package,
salesperson,
customer service,
Internet

Feedback
Request information, acceptance, rejection
BARRIERS
Semantic Barriers
Scio-Psychological Barriers
Personal Barriers
Physical Barriers
Organizational Barriers
➢ Vocabulary, Jargons,
Euphemisms, Slangs, Abstract
and ambiguous words, Wrong
translation
Perceptual differences, Attitudinal
differences, Conflicting signals
Emotional conflict, Poor listening,
poor retention, Premature
evaluation
Noise, Distance, Faulty equipment,
Time
Organizational structure, Rules &
regulations, Role & status, Superior-
subordinate relationship
DESTROY THE BARRIERS

➢ Flat organizational structure

➢ Improved relationship
➢ Training
➢ Promote two-way communication
➢ Dynamism
➢ Timely information
➢ Correctness
➢ Clear and concise message
 COMMUNICATING IN AN
ORGANIZATIONAL CONTEXT
Upward

Downward Formal Horizontal

Interaction Informal Grapevine

Social Media
 Using
Technology
to
Improve
Business
Communication
KEEPING TECHNOLOGY
IN PERSPECTIVE
What Help You Accomplish Essential Tasks
Technology
Can Do Support Interpersonal Communication

What Replace Interpersonal Communication

Technology
Cannot Do Think for You or Supply Essential Skills
 GUARDING AGAINST
INFORMATION OVERLOAD
Message Recipients Message Senders

Set Filters and Priorities Consider the Audience

Limit RSS and Twitter

Meet Audience Needs
Feeds
 Using
Tools
Productively
USING TOOLS PRODUCTIVELY

Using Technologies Effectively

Using Technologies Efficiently

Learning Advanced Features

RECONNECTING WITH
PEOPLE FREQUENTLY
Solve Tough Problems

Maintain Interpersonal Relationships

Learn about Other People

Let People Get to Know Who You Are

 Define ethics, explain the
COMMITTING TO difference between an
ethical dilemma and an
ethical lapse, and list six
ETHICAL COMMUNICATION guidelines for making
ethical communication
choices.
UNETHICAL COMMUNICATION

Plagiarizing Ideas or Products

Omitting Essential
Information

Selectively Misquoting
UNETHICAL COMMUNICATION

Misrepresenting Numbers

Distorting Visual Displays

Risking Privacy and Security

DISTINGUISHING ETHICAL LAPSES FROM
ETHICAL DILEMMAS
What’s an What’s an
Ethical Dilemma? Ethical Lapse?

Choosing From Making a Choice

Among That’s Clearly
Conflicting Unethical
Alternatives
MAKING ETHICAL CHOICES
Have you defined the situation?
Why are you communicating?
What impact will your message have?
What good or harm will be achieved?
Will your assumptions change?
Are you comfortable with the decision?
 ENSURING LEGAL COMMUNICATION

➢Promotional Communication
➢Contracts
➢Employment Communication
➢Intellectual Property
➢Financial Reporting
➢Defamation
➢Transparency Requirements
 Let’s Review
➢Definition of business communication
➢Communication process
➢Importance of effective business communication
➢Communication barriers
➢Using technology effectively to improve business communication
➢Ethics in Communication
➢Ensuring legal communication