MODULE CODE: GSU 07204

BUSINESS COMMUNICATION SKILLS

Office: Block D, Rm. 16
 Introduction
Communication is central to everything that we do. We do things in
organizations: Our family, school/college/university, office, hobby group,
community group, etc are the organizations in which we live and act.
Every organization, whatever its business or its size, is held together by
communication. Without communication an organization cannot function at
all. The primary element in the skills of management is competence in
communication.
Communication is the tool with which we exercise influence on others, bring
about changes in the attitudes and views of our associates, motivate them and
establish and maintain relations with them.
Cont…
In the present business world, communication is considered as one of the
university’s generic graduate attributes. Hence success or failure of one being
offered a job depends also on the ability to communicate effectively.

This course aims at enabling students develop and increase wider

understanding and application of knowledge and skills of business
communication.
 Key concepts to be understood

What is business?
What is communication?
What is business communication?
 What is business?

• Business can simply be defined as an organization or economic

system where goods and services are exchanged for one another
or for money (Business Dictionary). Such an organisation can
start from an individual to a group of individuals.
• The activity of buying and selling goods and services
(Cambridge Dictionaries)
 What is communication?

• The word communication is used in common talk, usually

to mean speaking or writing or sending a message to
another person.
• Communication is really much more than that. It involves
ensuring that messages reach the persons to whom they are
sent, that the receivers understand and respond as we want
them to; and that we ourselves are able to understand,
interpret, and respond to messages that are sent to us.
Definitions
the giving, receiving
Sillars (1988) defines communication as ‘

or exchange of information, opinions or ideas by

writing, speech or visual means-or any
combination of the three-so that the materials
communicated is completely understood by
everyone concerned.’
Cont…
Communication is a two-way process in which the
speaker must have a listener and the writer a reader
to share experience (Baselmi, 1979) .
Communication is the process of transmitting
information from one person to another. (Keith
Davis)
Cont…
Is the process by which information is passed
between individuals and/or organizations by
means of previously agreed symbols (Peter Little)
Communication is the exchange of information.
(Camp and Satterwhite)
 Communication
Generally, communication can be defined as the purposeful
transfer of information from one person to another, or from one
person to a group, or from one group to another.
 It is a purposeful transfer because whenever we communicate we
have a certain goal to achieve, in other words conscious or intended
communication has a purpose. We communicate because we want
to make someone do something or take some action, or think or
feel in a certain way.
Cont…
From the definitions above we get three things.
1. Communication should always be a purposeful process.
2. Communication should be mutually shared.
3. In any communication cycle, the message communicated should be
completely understood.
 Effective communication
Communication is effective only when the message is
understood and when it stimulates action or encourages a
receiver to think in a new ways and give the sender
expected response.
Effective communication produces the desired effect or
result. All communications, intentional or unintentional,
have some effect. It serves its purpose for which it was
planned or designed.
Ineffective communication

If there is no feedback or the expected response by the

receiver to the sender, communication is ineffective.

Ineffective communication can be caused by certain

barrier or noise in the process of communicating and
can interfere with sound business solutions and can
make problems worse.
 What is Business Communication?
Business communication is a kind of communication in
business setting; offices, public and private, industry etc.

This particular communication intends to build partnership,

intellectual resources, to promote an idea, a product, service
or an organization with the objective of creating value for
the business both internally and externally.
Features of Business Communication
It should be carefully planned, carried out quickly as time is
valuable,
It is formal and more concerned to get things done than with
exchanging pleasantries,
It should be clear, concise and direct, otherwise time and
money will be wasted.
Effective business communication
• Business Communication becomes effective only when the
language used is effective, the message conveyed is clear,
and predetermined purpose is achieved. Everything in an
organization needs communication.

• A decision cannot be made without adequate information

and to obtain this information one needs to communicate.
Benefits of Effective business communication

Stronger decision making and faster problem solving.

Earlier warning of potential problems
Increased productivity and steadier work flow
Stronger business relationships
Clearer and more persuasive marketing messages
Enhanced professional emerge for both employers and companies
Lower employee turnover and higher employee satisfactions
Better financial results and higher returns for investors.
Cont…
 Better quality documents
 Lesser misunderstanding
 Increased awareness among employees
 Improved customer relations
 Healthier business relationships
 Quicker problem solving
Communication process
Communication is a dynamic, transaction (two ways)
process that can be broken into six phases:-
1ST phase- The sender has an idea: You conceive an idea
and want to share it.
2nd phase- The sender encodes an idea: When you put
your idea into a message that your receiver will understand,
your are encoding it.
Cont…
Encoding is how an idea is crafted into a message. It
involves choices of words , sentences, needs and
different forms of conventions by which a message
will be communicated.
The message is normally converted into a suitable
form for transmission.
Cont…
3rd phase- The sender transmits the message:
Physically to transmits your message to your receiver,
you select a communication channel
4th phase- The receiver gets the message: For
communication to occur, your receiver must first get
the message.
Cont…
5th phase-The receiver decodes the message: Your receiver
must decode (absorb and understand) your message must then
be stored in the receiver’s mind.
Decoding is the process where the Message is interpreted for
its content. It also means the Receiver thinks about the
message's content and internalizes the message. In this
process , the receiver compares the message to prior
experiences or external stimuli.
Cont…
6th phase-The receiver sends feedback: Feedback is
the response or return message which may be in
words (spoken or written) sign or behaviour, both
conscious and unconscious.
Cont…
Feedback is the final step in the communications
process. Once the message is understood (encoded)
by the Receiver. The Receiver formats an appropriate
reply following the same series of events/steps and
sends it to the Sender of the original message.
“This is to say the communication process is
cyclic”.
 Basic Elements of Communication
In order for any communication to take place there should be the following
basic elements;
 Sender/Source
 Message
 Channel
 Receiver
 Feedback
Consider the following Berlo’s SMCR Communication Model
Sender Message Channel Receiver
Knowledge content hearing knowledge
Com. Skills code Seeing Com. Skills
Social Systems treatment touching Social Systems
Attitude structure Smelling Attitude
tasting
feedback
Factors to consider in selecting a medium/channel
When choosing the channel/medium a sender needs to
consider the following factors;
The speed with which the message should be conveyed.
Need for confidentiality
Need for accuracy in transmission
Need for reliability of the medium is an important factor.
The type of audience you want to reach/ who is the receiver?
Cont…
Cost of the medium
Availability of a particular medium
 Feedback capacity of the medium/ do you need immediate
feedback
Availability of hard copy for record.
Formality
 Intensity and complexity of the message is a major factor.
Social Communication and business
communication
Broadly speaking, communication is divided into two parts; Social
Communication and business communication. Any communication
conducted at home or in a party is an example of social communication.
Business Communication on the other hand occurs mostly in offices or at
work. The two differ in the following ways;
 The differences
Social Communication
-it is mostly informal
-it is least costly
-it has no clear routes
-it reduces social distance
-its levels of formality are flexible
-it aims at communal benefits
Business Communication
-it is mostly formal
- it is most costly
- it has clear structured routes
-it increases social distance
-its levels of formality are firm/fixed
-it aims at profit benefits
TYPES OF COMMUNICATION
You cannot state the kind of communication you are involved in
and the number of the types of communication that people involve in
until you decide specific criteria for your judgment. This means that
the classification communication is not such a straight forward task.
It depends on the criteria used which obviously tend to vary and
overlap from one scholar to another.

 
Cont…
The table below will help you learn different criteria
that scholars use to classify communication and the
respective kinds of communication.
Cont…
CRITERIA KIND OF COMMUNICATION

A.Intrapersonal communication.
1. Number of individuals B.Interpersonal communication
and size of a group i. Small group communication
ii.Large group communication
a. Public communication
b. Mass communication
Cont…
CRITERIA KIND OF COMMUNICATION

2. Channel A. Verbal communication

B. Nonverbal
communication
Cont…
Cont… Cont…

3.Power relation A. Vertical communication

i. Top-down communication
ii. Down-top communication
B. Horizontal communication
COMMUNICATION IN ORGANIZATION SETTINGS

When you join a company you become a link in its information chain.
Whether you’re a top manager or an entry- level employee you have
information that others need, and others have information that is crucial to
you.
-Whether your organization is large, small or virtual, sharing information
among its parts and with the outside world is the glue that bonds it together.

 
Cont…
To succeed, organization must share
information with people both inside and
outside the company
 Communicating internally

Internal communication refers to the exchange of

information and ideas within an organisation
As an employee, you’re in a position to observe things that
your supervisors and co- workers cannot see: a customer’s
first reaction to a product display, a supplier’s brief
hesitation before agreeing to a delivery date, an odd whirring
noise in a piece of equipment, or a slowdown in the floe of
customers.
Information can be exchanged internally by phone, fax,
interoffice memo, company internet or e-mail.
Internal communication helps employees do their jobs,
develop a clear sense of the organization’s mission, and
identity and react quickly to potential problems. It maintains
a healthy flow of information within the organization.
Cont…
The specific objectives of downward communication
and of upward communication are usually different
thought both have the broad objectives or
information and / or persuasion
Cont…
The main objectives of communication are information and persuasion; other
objectives are aspects of these two broad objectives.
Information consists of facts and figures and data arranged in patterns which are
usefully for difference purposes
ROUTES OF COMMUNICATION AT A WORK PLACE
Many organizations use four major routes through which information flow
1. Downwards routes
2. Upward routes
3. Horizontal routes
4. Multi-directional routes (grapevine)
OBJECTIVES OF DOWNWARDS COMMUNICATION
Instructions and orders
Education and training
Motivation
Raising Morale
Advice
Counseling
Warning
Appreciation
OBJECTIVES OF UPWARD COMMUNICATION

A good deal of communication also moves upward from subordinates to superior.

In fact, companies encourage such upward communication.
Managers need to know what is going on in all parts of the organisation besides, it
creates and maintains a good atmosphere if people are encouraged to express their
views.
Factual information moves upward by a system of periodical reporting
Request
Application
Appeal
Demand
Representation
Complaint
Suggestion
OBJECTIVES OF HORIZONTAL COMMUNICATION

Communication between people of the same status is mainly for exchange of

information (Can communicate from one department to another).
The main purpose of horizontal communication co-ordination
TYPES OF HORIZONTAL MESSAGES
Task coordination
Problem solving
Sharing information
Conflicts Resolution
Building Report
Non verbal Communication
 Non Verbal is communication without words, it is an important form of communication, without saying a
single word, you can express your feelings with body language-gestures, facial expression and body
movements or position etc.

 Non verbal communication can add emphasis and depth to spoken words and can even tell you whether or
not to believe a speaker. “ACTION SPEAKS LOUDER THAN WORDS”.
 Non-verbal message may reinforce or contradict the verbal message.
Forms of Non verbal Communication
 Different ways of communicating nonverbally:
 Facial expression and gestures e.g. rolling, shrinking, winking and twinkling of the eyes, frowning,
twisting the lips, wobbling the head, fidgeting in the seat, fumbling the pockets, biting the nails etc
 Auditory symbols e.g. sirens and whistles, Bells and buzzers

 Touching behavior/physical: contact governed by relatively strict customs that establish who can touch
whom and how
 Vocal characteristics/Paralanguage: Voice carries both intentional and unintentional messages.
Cont…
 Use of Time and Space e.g. punctuality, occupying the best space
 Silence: multiple meaning to both sender and receiver.
the employees talking, boss arrived unexpected suddenly become silent, is it respect???, or fear ????.
An employee requests a raise in salary and the boss remains silent, does it signify refusal???
 Colour e.g. outfit, valentine colours, funeral, outings etc
 The use of symbols and signs, diagrams, graphs, charts, bolding
 Oral vs. Written Communication
Advantages and Disadvantages

ORAL COMMUNICATION WRITTEN COMMUNICATION

 It is direct and easy to get immediate feedback
 It allows interactions
 It make use of body language
 In most of the cases (e.g., when it is within the
organization) oral communication saves money also. 
 It is effective for relatively simple ideas
 Most effective for messages with visual or hands on
elements
 The informal plane on which oral communication is
mostly carried out helps to promote friendly relations uniform manner.
between the parties communicating with each other. 
 It can be stored
 It is accurate and precise: It is usually formulated with great
care.
 It facilitate the assignation of responsibilities
 It is permanent and therefore people can make reference
It can be revised
 It can be used to transfer information which is bulky,
complex, or confidential
 It ensures accuracy when message is passed from one person
to another/ It ensures transmission of information in a
It can be quoted as legal evidence in case of any disputes
 It has a wide access
 Oral vs. Written Communication
Advantages and Disadvantages
ORAL COMMUNICATION
 It is not permanent, records cannot be kept
 It cannot be revised/ there is no chance of
revising what is to be spoken.
 Possible loss of accuracy when message
passes through several people.
 Can be denied incase of any dispute/ oral
messages do not have any legal validity
unless are taped and made a part of
permanent record.
 It is not appropriate for information which is
bulky, complex or confidential
WRITTEN COMMUNICATION
 It does not allow interactions
 It is limited to those who know how to read and write,
the literates/ it is selective
 Delayed or nonexistent feedback
 Quick clarification is not possible
 It is costly
 What has been written can be used as evidence in case
of dispute
 Since it keeps permanent records, it does not allow
alteration
 No use of body cues
 ATTRIBUTES OF COMMUNICATION

Communication has four attributes or qualities

Communication is unintentional as well as intentional.
Communication is systemic
communication is a dynamic process.
communication is both interaction and transaction.
 Barriers to effective Communication
Communication is not always successful; several things can prevent the
message from reaching the intended recipient or from having the
desired effect on the recipient.
In order to bring about effective communication carefully
manipulation of the five elements of communication is needed.
The following can hinder/interfere/bring noise or communication
breakdown:
Perception: people’s individual interpretation of the sensory world
around them.
Barriers to Effective Communication
 Language/linguistic barrier. This can appear in various ways:
 The use of foreign language
 The use of jargons or technical terms/words
 The use of slangs or street words/language or expressions
 The use of ambiguous words/terms or sentences.
The manager likes the company than the personnel.
 The manager likes the company more than he/she likes the personnel.
 The manager likes the company more than the personnel like it.

 Mishandling of punctuation marks

 The use of unknown abbreviations
 Accent/ pronunciation
 Dialect
Barriers to Effective Communication
Psychological: all about mental agitation
Total failure to communicate which can be brought by; Social distance or
Geographical distance
Organisational barrier: structure and the size
Inappropriate medium
Vague purpose
Inability to understand non-verbal cues/ways
Lack of knowledge or interest in the subject
Information overload
Social distance/Cultural differences