ENG1313 Business Communication

What is Communication?
• The process by which people exchange
information or express their thoughts and
feelings (Longman dictionary, 2017)
• Communication is the process of
transmitting information and common
understanding from one person to
another (Lunenburg,2010)
• According to Scott (2005), communication
is about sending, receiving and
understanding information and meaning
History of communication
• Communication started with HUMAN
SPEECH (speaking), 500 000 years
• Symbols came 30 000 years ago to
support human speech
Origin of the word “communication”

Communication is derived
from the Latin word
“Communicare” which
means “to share”
Why is this course important?
• Communication is important in order to
succeed in business
• Strong communication skills give you an
advantage in the job market
• Effective communication yields numerous
business benefits :
a) Increased productivity
b) Better financial results
c) Stronger decision making
d) Greater employee engagement
• According to Fred C. Lunenburg in the
journal ‘Communication : The Process,
Barriers And Improving Effectiveness’
(2010). Communication exists from
common understanding
• Communication happens when there is a
common understanding between the
senders and receivers
• If there is no common understanding,
then communication does not exist
 Examples
Written

Electronic
media
Communication Oral

Visual
Maximizing audience reception
1) Consider audience expectations
• If you say you will send an email, send an email
2) Ensure ease of use
3) Emphasize familiarity
4) Practice empathy
• Focus on the audience’s wants and needs, not
yours
5) Design for compatibility
• Be careful of using outdated/new software so
everyone can read your messages
Barriers to Communication
1) Non-verbal signals
Often called ‘body language’, non verbal
signals provide valuable feedback in oral
communication.

A lot can be said through facial expressions,

gestures, movements and eye contact
Barriers to Communication
2) Language
• Inability to converse in a language that is
known by both sender and receiver is
the greatest barrier to effective
communication.
• When a person uses inappropriate words
while conversing or writing, it could lead
to misunderstanding between the sender
and a receiver
Barriers to Communication
3) Listening
Listening is a critical skill. If a
communication is to be understood we
must concentrate.

Success at gaining attention depends on

the words we use, the way we express
ourselves, our interest in the topic and our
interest in the person speaking
Barriers to Communication
4) Pre-Judgement

Our background knowledge and experience

often affects what we choose to
understand in a communication

Sometimes we hear want we want to hear

or what we think we have heard, instead of
listening carefully to what is actually said.
Barriers to Communication
5) Relationships

Our relationship with the sender of any

message is critical in the effectiveness of
the communication.

Communication may fall or break down if

the relationship between sender and
recipient is not good.
Barriers to Communication
6) Emotions
Your emotions could be a barrier to
communication if you are engrossed in
your emotions for some reason

In such cases, you tend to have trouble

listening to others or understanding the
message conveyed to you. A few of the
emotional interferences include hostility,
anger, resentfulness and fear
Communication system
• There are two types of communication in
a business organization :

Internal communication

External communication
1. Internal Communication
1) Upward communication
Upward communication is the flow of information
from subordinates to superiors or from
employees to management

Upward communication is a mean for staff to :

- Provide feedback
- Achieve job satisfaction
- Express enthusiasm
- Offer ideas
- Exchange informations
1. Internal Communication
2) Downward Communication

Information flowing from the top of the organizational management

hierarchy and telling people in the organization what is important
(mission) and what is valued (policies). This type of communication
is needed in an organization to :
- Boost morale
- Increase efficiency
- Obtain feedback
- Transmit vital information
- Give instruction
- Encourage 2 way discussion
- Announce decisions
- Seek cooperation
- Provide motivation
1. Internal Communication
• Both downward & upward
communications are collectively called
‘Vertical’.
1. Internal Communication
3) Horizontal Communication
Horizontal communication normally involves
coordinating information, and allows people with
the same or similar rank in an organization to
cooperate or collaborate.
Horizontal Communication is essential for :
- Solving problems
- Accomplishing tasks
- Improving teamwork
- Building goodwill
- Boosting efficiency
2. External Communication
• Communication with people outside the
company is called “external
communication”. Supervisors communicate
with sources outside the organization such
as vendors and customers
• It leads to better :
- Company profits
- Sales volume
- Operational efficiency
- Public credibility
Effective vs Ineffective emails
• These emails mostly contain the same
information but one is better than the
other
Ineffective Email
Ineffective Email

- Subject line is vague and not informative

- Opening do not reveal the main idea
- May not provide context to the reader and includes
bad response
- May not reflect any action to take
- Does not include the time and date of the meeting
Effective Email
Effective Email
• A subject line that summarizes the
message
• An opening that reveals the main idea
• A body that explains the main idea
• A closing that presents action
information, summarizes the message or
offer a closing thought
Seven steps to effective communication

STEP 1 : WHAT AND WHY?

To consider what is the objective of your
communication and why you have to communicate the
message

STEP 2 : SELECT CHANNEL

To consider what channel of communication that is
suitable

STEP 3 : SELECT ENCODING TECHNIQUE

Encoding is choosing the manner in which we send our
message. For example, the language you choose, an
angry, soft voice or harsh tone
Seven steps to effective communication

STEP 4 : CONSIDER BARRIERS

To consider all possible barriers that may influence the
recipient’s understanding of the message

STEP 5 : SEND MESSAGE

Having considered all aspects, you may now send your
message

STEP 6 : CHECK YOUR UNDERSTANDING

After sending the message, it is important to check
whether the recipient has understood the message as
you intended
STEP 7 : OBTAIN FEEDBACK FROM RECIPIENT
You must obtain feedback from the recipient so that you
know if your communication has been effective. If not,
instead of blaming the recipient, ask yourself why the
communication failed
Through the exchange of information, if there is
no COMMON UNDERSTANDING, there is no
COMMUNICATION
Remember :
No matter how much technology is
involved. Communication is still about
people connecting with people.