Business Communication and effectiveness of words

7/16/2019 Business Communication and effectiveness of words

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Introduction to

Business Communication

The Communication Environment

Business Communication

Foundation

Chapter I



Learning Objectives

Explain the importance of businesscommunication to individuals andorganizations

Explain the goals of business communication

Describe the patterns of businesscommunication

Explain the communication process Identify communication barriers and ways to

overcome them



1. Explain the importance of business

communication to individuals and

organizationsCommunication is a vital part of life as we use

it in our daily lives continuously

Communication is important as it is consideredthe foundation of individuals’ personal and

professional relationships

Good communication skills are tools for

achieving one’s goals and results effectively



Why Effective Communication is Important?

Getting the jobs you want

Gaining promotions

Providing Leadership

Being productive on the job

Relating positively to others

Assuring the success of your organization



Why Effective Communication is

Important? Con’

tProfessional business researches have revealed

that communication skills rank high among the

skills necessary to succeed in businessBusiness must have effective internal and

external communication



What is Internal Communication?

These are the internal operations that dependon the day to day exchange of informationamong employees

Exchange of information includes performanceobjectives, job instructions, financial data,customer orders, inventory data, productionproblems and solutions, as well as employees

production reportsEffective internal communication helps theorganization to accomplish long term planningand strategic decisions



What is External Communication?

It builds goodwill, brings in order and ensures

continued existence and growth

Day to day external communication includessales calls, product advertisements, news

releases, employment notices, bank

transactions and periodic reports to

governmental agencies

Effective external communication helps the

organization achieve long range impact on new

product, expansion plans, annual reports andcontributions to communit activities



2. Goals of Business Communication

Receiver Understanding

Receiver Response

Favorable Relationships

Organizational Goodwill



Receiver Understanding

The most important of all the goals

The message must be clear so that the receiver

understands it as the sender means it to beunderstood

The sender and receiver must achieve a shared

meaning

To deliver a clear message the sender must

consider:



Receiver Understanding Con’t

To deliver a clear message the sender must

consider:

1. Receiver Characteristics2.Message form and content

3.Receiver feedback

4.Communication barrier



Receiver Response

The receiver response may be positive, negative

or neutral

The receiver response might be conveyed inwords, actions or both depending on the

situation

The sender must assist the receiver to respond

in both oral (asking questions)or written

(letters or phone calls)communication



Favorable Relationships

It focuses on the people involved in thecommunication process

To achieve a strong business relationshipsender and receiver must relate to each otherpositively, personally and professionally

The sender should assume primary

responsibility to create and maintain favorablerelationship with receiver, this includes:Usingpositive wording, stressing the receiver'sinterests and benefits, and doing more thanexpected



Organizational Goodwill

This fourth goal stresses benefits to the

organization

Goodwill of clients is basic for the organizationas clients gain confidence in the organization

itself

Senders achieve goodwill via the effective

communication that reflect their company and

products positive



3. Patterns of Business Communication

The patterns of business communicationinvolve external and external

communication



Internal Communication Patterns

Vertical communication: messages flowupward or downward along a path referred as“ the chain of command”

Horizontal communication: messages flowoccurs between workers or units of comparablestatus who need to share data or coordinateefforts

Network communication: information flowsfreely among those who have a common bondthat goes beyond the participants’ role or unitwithin the organization



Internal Communication Patterns Con’t

Formal Communication: is business related

with some personal touches, it can be written

(memos, reports) or oral (speech, meeting)Formal communication is planned by the

organization, flows in all directions, and is

essential for the effective operation of the

business




Informal Communication: consists of business

related as well as personal information, ex:

rumorsInformal communication is not planned by the

organization, it flows in all directions, and it

develops and maintains positive human

relationships




Serial communication: information flows

vertically and horizontally to more than one

individual through oral, written or electroniccommunication

Sender: should keep the message simple and

request feedback

Receiver: should take notes and repeat the

message



External Communication Patterns

It flows between a business organization and

the entities with which it interacts in written or

oral formsA company might externally communicate with

entities it deals with, such as customers,

suppliers, media, governmental agencies and

competitors



The Communication Process

ChannelAnd Medium

Six-Phase

Process

Phase 1:Sender Has

an Idea

Phase 3:Sender Transmits

Message

Phase 2:Sender Encodes

Idea

Phase 6:Receiver

Sends Feedback

Phase 4:Receiver Gets

Message

Phase 5:Receiver Decodes

Message

Situation



Sender ’s and Receiver ’s Roles

Sender’s Role:

1. Select the type of message

2. Analyze the receiver

3. Use the You viewpoint

4. Encourage feedback

5. Remove communication barriers



Sender ’s and Receiver ’s Roles Con’t

Receiver’s role:

1. Listen and read carefully

2. Open to different ideas

3. Make notes

4. Provide feedback

5. Ask questions to clarify the message



Communication Types and channels

Verbal communication: using oral and written

words

Non verbal communication:audio and visualpresentations

Verbal channels: memos, emails, telegram

Non verbal channels: gestures and facial

expressions



Analysis of the Receiver for the you

Viewpoint

Sender must consider receiver’s viewpointwhile composing and sending the message

In order to do so, sender must analyze thereceiver’s

1. Knowledge

2. Interests

3. Attitudes4. Emotional reaction

5. Use the you viewpoint



Providing for Feedback

To achieve a successful communication

process receiver must provide feedback of the

message to the senderTo achieve this goal sender must:

1. Ask for response either directly or indirectly

2. Assist the receiver in giving response



5. Communication Barriers

These are factors that interfere with the success

of the communication process

These barriers may occur between any two of the communication process steps or may affect

all the steps in the process



5. Communication Barriers Con’t

1.Word choice: word choice is considered one of the basic communication barriers

• Words shouldn't be too difficult or too easy

• Sender should use a language that isunderstood by the receiver, ex: colloquialEnglish if English is not the primary language

•The choice of language is based on analyzingyour receiver well




2. Denotative Vs Connotative Meaning

• Denotative Meaning: is the definitionsprovided by a dictionary

• Connotative Meaning: is any other meaning of a word suggested by the receiver and that isbased on his experiences, attitudes, emotions orinterests

•Analyzing your receiver might solve thisproblem

• Ex: fast work




3. Implications and Inferences:

• Implications: are meanings given through

connotations rather than specific details• Inferences: are conclusions drawn from

connotations rather than specific details




4. Punctuation, Spelling, Grammar, and

Sentence Structure

•Spelling ad grammatical mistakes may hinderthe receiver’s understanding of a written or a

spoken message, and the sender might lose its

credibility




5. Type of Message

• Selecting the type of the message is based on

the situation itself to ensure effectivecommunication

• Message type might be written or spoken

• Ex: explaining a complicated task (Written),

solving conflicts between employees (Oral)




6. Appearance of the Message

• This is involved with the readability of the

message• Ex: wrinkled paper, poor handwriting




7. Appearance of the Sender

• The credibility of the message is based on the

sender’s appearance• Sender’s unintended nonverbal messages might

hinder the communication with the receiver




8. Environmental factors

• Noise or any other distracting environmental

factors might hider the success of acommunicated message, such as room

temperature, lights, color




9. Receiver’s capability

This might include the limited capabilities of the

receiver, for instance if he has any physicaldisability, the sender must choose the

appropriate message type and channel to reach

him




10. Listening

Poor listening may hinder the understanding of

a communicated message




11. Other communication barriers

A. Lack of interests

B. Lack of knowledgeC. Cultural perceptions

D. Language difficulty

E. Emotional stateF. Bias



Thank You

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Business Communication and effectiveness of words