BUSINESS

COMMUNICATION

Course Outline

What is Business Communication

Definitions

The Business Milieu in Ghana

Importance of communication in the workplace

Channels of Communication

Verbal – Definitions, examples

Non-Verbal – Definitions, Examples

Talents and Skills needed for communication

Moods and Tones of communication

Getting ready to communicate

Preparation (Deliverer/ Speaker/ Writer)

Topic/Theme/Content

Purpose/ Reason/Function/Occasion

Audience/Background

Aids/Examples

Preparation

Venue

Time/Date/Duration

Facilities

Invitations

Organisation of materials

The Delivery

On the Day

Dressing/Appearance

Mannerisms – Speech/Movements

Eye contact

Writing (Written)

The 3 Cardinal Points

Brevity – Economic use of words staying within time

Clarity – unambiguous use of words, examples, movements

Appropriateness – professional correction of words, movements, gestures, fitting function/occasion/targets

Channels of Communication

Verbal Oral – Merits and Demerits

Informal/Conversation

Grapevine/Rumours/Gossip

Introduction of personalities

Chairperson’s remarks

Vote of Thanks

Proposal and Response of Toast

Telephone conversation

Interviews

Meetings

Talks and Speeches

Lectures, Symposium/Colloquium

Seminar, Workshop and Conference

Business Plan/ Proposal/Pitching

Channels of Communication

Verbal (Written) – Merits, Demerits, effective writing

Mission and Vision Statements

Motto, Slogan and Jingle

Memoranda

Notices

Letters

Reports

Curriculum Vitae/Resume

Adverts

Citation and Tributes

Channels of communication

Non-verbal – Definitions

Cultural Interpretations

Workplace and societal cultures

Language and Culture

Vocally produced sounds

Intonation

Tone of Voice

Noises

Kinesics (Body Language)

Posture

Gestures/movements

Emblems

Illustrations

Affect display

Regulators

Adaptors

Tactile

Facial expression/ Eye movements

Pause and Silence

Materials and Symbols

• Dresscode and Colour

• Symbols and Meaning

• Architectural Design

• Artefacts/Art pieces

Ethics and Professionalism in

communication

Definitions

Code of Ethics

▪ Fraud and Misuse

▪ Liability

▪ Patents and Copyright

➢ Trade Secrets

➢ Laws and Legislation

➢ Communicating with PWDs

Methods of Engagement

❖ Lectures

❖ Students’ Presentations

❖ Discussions

✓ Assessment:

Assignments = 10

Midsem = 20

End of Sem Ex=70

100

Introduction:

Importance of communication in all of life’s

situations, relations and interactions can

never be underestimated. Afterall even

God, the creator brought every created

thing, including the humans into being by

His Word.

Outline

▪ Definitions of Business, Communication

▪ The Business Milieu in Ghana – Examples

▪ Why Business communication

▪ Channels of Communication

▪ Talents and Skills

▪ Moods and Tones

Definitions:

Business (as a verb) is the buying and selling, exports and imports,

manufacturing and service for the purpose of generating

income/profit/a living.

Business (as a noun) is also an entity, organisation, endeavour, firm

or company.

Definitions

Communication is an art, act, process, means, way,

method of a Sender/Encoder/Author/Actor who conceives

of an idea, thought, opinion, or view and who decides to

transmit/convey/relay/transfer such to another party

known as the Receiver or

Receipient/Decoder/Reader/Spectator/Target/Audience,

etc. in a medium, language or form understood and

accepted by both so that feedback can take place.

BUSINESS COMMUNICATION is therefore the

exchange of/ the sending and receiving of

information within or between companies

for the purpose of generating

income/profit.

Businesses in Ghana

o These may be formal or informal

Manufacturing

Construction

Hospitality

Trading and Retailing

Banking and Financial Services

Legal Services

Education

Leisure, Sports, Entertainment

o Overlaps are common

Importance of Communication in

Business

Research is necessary for the development of the business

Adverts are needed to “sell” or promote the products

Discussions are a must for inclusive decision taking

Instructions to workers give clear guidelines for successful

job execution

Interactions among workers foster belongingness and a

sense of satisfaction in identity

Networking has been known to provide people with jobs

and needed information for development

Channels of Communication

Verbal = Use of words (Verbum, Verbatim)

All forms of communication that use words. Two forms: Oral and Written

Oral Verbal = Word of mouth

E.g.: Introduction of Chairperson at a function

Written Verbal = the written form

E.g.: Letter of Application for a job

Non-verbal = Without the use of words.

E.g.: Body movements, objects, signs and symbols and even SILENCE.

Talents and Skills

Talent = Ability that is inborn, natural, not learnt,

effortless

Skill = Ability that needs learning, efforts,

practise to acquire and used to earn a living.

Talents must be “polished” and turned into skills

to be useful in earning one a living/an income.

E.g. Singing naturally polished to be an income

earning opera singer

Skills in Communication

Listening = an active, not passive activity. Important

points are eye contact, appropriate body posture to show

attentiveness, movements of encouragement.

Speaking = an activity over and above just talking. It

involves controlling what/how much/how information is

said. Using a fair amount of body movement to enhance

effectiveness.

Skills in communication

Writing = an art requiring consciousness to details and

structure, construction. Only constant practice can

improve this skill. It is needed especially in a formal

workplace for documentation.

Reading = a skill needed to peruse different types of texts

for understanding so as to transfer the information

effectively.

Skills in communication

Observation = much more involving than mere seeing. It

requires conscious training to “notice” and mentally

record items, situations, events and behaviours over a

period of time and be able to connect them where

necessary.

Interpretation = “reading meaning into” what one has

read, heard or observed as well as what was left

unwritten (in between the lines), unsaid or not done at

all.

Moods and Tones

Moods = State of mind, feeling transmitted with the message

One or more moods may be identified in every channel of

communication. Still one mood will be dominant.

Tone = pitch, strength, manner of voice that conveys the

mood of information/communication.

Examples:

❖ Informative Explanatory Analytical Cautionary

❖ Discursive Argumentative Declarative Interrogative

❖ Persuasive Instructional Motivational

CHANNELS OF COMMUNICATION

Introduction

Channels, means, ways, manner of avenues are all

synonyms of how the Encoder transmits and

transfers the message to reach the Decoder or the

Receiver. There are three (3) main categories of

these channels:

• Verbal Oral

• Verbal Written and

• Non-verbal

Verbal

Verbal

verbum (latin)/verbatim (word for word)

Verbose (wordy, big words)

Verbalise (words)

Any communication using words.

Verbal Oral

Spoken words are powerful because of

added Body movements, atmosphere and

environment existing at the time of

communicating.

Merits of Verbal Oral

Immediate feedback

Additional/Better understanding from non-

verbals used

Useful for conflict resolution

Useful for sharing ideas

Demerits of Non-Verbal

Inadequate for formal uses

Can degenerate into arguments

Easily affected by “noises” and distractions

Inadequate for large audiences widely

scattered and far apart

Formal and Informal

Informal form may be used in formal places of

work with particular types of workers and

customers.

Examples:

i. Conversations with/ instructions to junior staff

with no or little education and knowledge in the

official language

ii. Exchange of pleasantries, ice breaking, bonding

periods before the start of workshop, seminar or

meeting.

Formal form is used more in places of work to conduct affairs, give directions, share opinions, conduct interviews, show appreciation, etc. etc.

Note: No matter how formal the occasion may be, the use of the oral form makes the communication still below the written form, in formality.

Hence, advice is given that even when an issue is discussed and agreed upon, a “formal” note, memo, letter, etc. is written as record/documentation.

Verbal Written

What is written, “put on paper”, recorded,

documented. Every piece has its own

peculiar structure, organisation, or steps

that must be learnt by all who want to

communicate through such a medium.

Merits

For record-keeping/documentation

Available for referencing/Appraisals

May be used to reach large audiences

scattered over a wide area.

Authenticates what is said and agreed

upon.

Demerits

Distortion of message if writer is weak in

the technicalities of the language

Not easily retractable once receiver gets

hold of it

Overall, it’s more expensive to use

Feedback can take a long time.

Formal and Informal

Informal writing may include creative tit bits,

short anecdote, light-hearted quotations and

“informal” memos to colleagues, etc.

Formal writing is the norm for work. It adds a

sense of professionalism to communication in the

work place and gives a touch of authenticity,

engendering a spirit of confidence in both parties.

Non-Verbal

Without words

No linguistic patterns but depends on both

hearing and even more on visual

Merits

Used to add value to the spoken and

written

Used to identify and authenticate

Used to warn, caution and inform

Used to market and instil a sense of pride

Demerits

Cultural cues and idiosyncrasies make meaning and

interpretation ununiform to different audiences.

Intonation and silence may be misunderstood under

certain circumstances

It may take a long time for one to learn the cues in

another culture for effective communication

Ethical issues and sensibilities may be a barrier to one’s

aim to communicate in a particular environment.

e.g. Having to greet the Otumfuor…

Informal and Formal

Informal forms may be used in designs and drawings in notices, adverts that target a particular audience as catchy and attractive.

Formal forms may be found in a company’s logo, letterhead, uniform and a speaker’s mannerisms, facial expressions and even voice dulation.