business communication foundation

8/11/2019 Business Communication Foundation

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Business Communication

Foundation



One of the most important skills.

Ranks high among the skills necessary to succeed in business.

To succeed effective internal and external communication is

essential.

Business communication is transactional.



→ Getting the right job

→ Gaining promotion→ Providing leadership

→ Being Productive on the job

→ Relating positively to others

→ Assuring the success of your organization



Goals of Business Communication

Sender must take the responsibility for achieving

the goals.

1. Receiver understanding

2. Receiver response

3. Favorable relationship

4. Organizational goodwill



Receiver Understanding

Shared meaning

1. Receiver characteristics

2. Message form and content

3. Receiver Feedback

4. Communication barriers



Receiver Response

• Positive, neutral or negative

• Words ,actions or both- Situation

• Response must be encouraged



Favorable Relationship

Focuses on the people involved

→ Stressing the receiver’s interest and benefits

→Using positive wording

→Doing more than is expected



Organizational Goodwill

• Responsibility of the message senders



Patterns of Business Communication

• Some messages are formal and informal



Internal Communication Patterns

Vertical

Horizontal and

Network



Manager

Supervisor A Supervisor B Supervisor C

Worker B1

Worker C1 Worker C1

Assistant A

Worker A3

Worker A2

Worker A1 Worker B2

Worker B3

Worker C2

Worker C3

Worker C2



Formal Communication

→ Is planned by the organization→ Flows in all directions

→ Is essential for effective operation of the business

Informal Communication

grapevine

→ Is not planned by the organization

→ Flows in all directions

→ Develops and maintains positive human relationships



Serial Communication

Messages are usually changed

Senders should

Keep the message simple

Request feedback

Receivers should

Take notes

Repeat the message



External Communication Patterns

Flows between business organization and the entities with

which it interacts

The information flow can be either written or oral

Formal as well as informal



The Communication Process

Communication environment- All things participant

perceives through their senses

Organizational culture affects communication environmentand the way the communication process is implemented

Office politics



Senderhas idea

Encodes

idea in

message

Message

travelsacross

channel

Receiver

decodes

message

Possible

additional

feedback to

receiver

Feedback

travels to

sender



An Extended Communication Process Model



Receiver’s Role

a. Listening or reading carefully

b. Being open to different types of senders and to new

ideas

c. Making notes when necessary

d. Providing appropriate feedback to the sendere. Asking questions to clarify the message



Communication Channels

Channels

→ Do I need a permanent record→ Message be readily accepted

→ Location and size

→ Message long or complex

→ Timeline

→ Credibility



You-viewpoint- key to achieving common understanding

Analyzing the Receiver

Knowledge•Education level

•Education related to the topic

•Work experience

•Work experience related to the specific topic of message

• Prior experience interacting with me or organization

Decide vocabulary level of the message, extent to use technical terms



Interests

•Concerns and needs

•Particular motive or a particular outcome of the receiver

The position and level of authority of the receiver will

influence the nature of his interest in a situation

Helps in deciding the content and the approach in

organizing it



Attitudes

→Receivers’ s values, beliefs, biases and viewpoints

→Words and symbols that make positive or negative

impressions

→Ideas to effectively communicate

Status, power ,personality, nationality and culture are attributes

that affect receiver

Emotional reaction

→ Does the message make him happy or sad?

→ Will it leave him unaffected?



I- viewpoint

1. I think your report is

excellent.

2. You simply do notunderstand what I am

saying.

3. We offer three service

plans

You-viewpoint

1. You wrote an excellent

report.

2. Perhaps an example willhelp make the idea clearer.

3. Choose the service plan

that best meets your needs



Providing for Feedback

Ask directly or indirectly for the response

Assist the receiver in giving the response



Communication

Oral

Communication

WrittenCommunication

Body

language

Space/

DistanceVoice

Modulation

Object

Language

Pictures/

Symbols/Signs/sounds

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