Transcript Business communication basics

BUSINESS COMMUNICATION
ENGB213
Unit 1
Business communication basics
Overview
 Effective communication – an organisation’s lifeblood
 Benefits of effective communication
 Communication in a changing workplace
 Methods of communication
 Choosing the channel of communication
 Summary of communication choices
 Key stages in the communication cycle
 Barriers to communication
 The flow of communication
 Intercultural sensitivities
 Checklist for communicating effectively across cultures
 Seven steps to effective communication
 The impact of information technology
 Successful communication – key points to remember
Effective communication – an
organisation’s lifeblood
 We communicate every day – talking to people on the phone / in
person, taking dictation, writing letters, reports, emails
 Essential to learn from our communications , thru success and failures,
to develop and enhance our communication skills
 How? The more we write and speak, the more we improve our
communication skills
 Communication : giving, receiving or exchanging information, opinions or ideas
by writing, speech or visual means, so that the message communicated is completely
understood by the recipient(s)
Benefits of effective communication
 Good communication at all levels is essential
 SUCCESS:
 Stronger decision-making and problem-solving
 Upturn in productivity
 Convincing and compelling corporate materials
 Clearer, more streamlined workflow
 Enhanced professional image
 Sound business relationships
 Successful response ensured
Communication in a changing workplace
Effective communication is vital to meet today’s challenges:
 Advancing technology
- various technological tools help us communicate faster, frequent and
across an increased range. People are reachable wherever they go
 Global communications
- More businesses are working on a global scale
 The information age
- Constant challenge to get recipient’s attention
 Team-based business environments
- Teamworking is regarded as important
Methods of communication
Methods of communication
Choosing the channel of communication
 The channel/means that is chosen to send a message is very important;
 Can influence the message and how it is interpreted by the recipient
 Factors:
 Cost
 Confidentiality
 Safety and security
 Influence
 Urgency
 Distance
 Time of day
 Resources
 Written record
 Recipient
Summary of communication choices
Use oral channels when:
 The message is simple
 Need immediate response
 Doesn’t need permanent record
 Message has emotional factor
Use written channels when:
 Message is detailed or requires careful planning
 Don’t need immediate response
 Need to have permanent, written record
 Minimise distortion
Use electronic channels when:
 speed is important
 Time zones differ
 Physically separated from audience
Key stages in the communication cycle
Sender
Recipient
• 1. Conceive message
• 2. Encode message
• 3. Select
appropriate channel
• 4. Decode message
• 5. Interpret message
• 6. Feedback
Barriers to communication
None-verbal
signals
Prejudgement
Language
Listening
Relationships
Emotional
responses
Systems
The flow of communication
Vertical communication
• Most frequent, follows chain of command
Horizontal communication
• Occurs between people of the same status
Diagonal communication
• Between people in different departments/ levels
The grapevine
• Occurs when the correct lines of communication are not used
Intercultural sensitivities
 What is Culture?
 Shared system of beliefs, attitudes, values, expectations and norms of
behaviour
 Acknowledging cultural differences
 Not judging other people by your own standards
 Essential to retain an open mind
 Avoiding ethnocentrism
– recognising differences
- avoid assumptions
- do not pre-judge
Checklist for communicating effectively
across cultures
Show
respect
Avoid
distraction
Show
empathy
No prejudging
Be openminded
Be patient
Look for
similarities
Send clear
messages
Recognise
prejudices
Treat as
individuals
Seven steps to effective communication
The impact of information technology
Successful communication – key points to
remember
 Read
 Listen intelligently
 Think and plan
 Use appropriate language
 Be open-minded
 Select appropriate media
 Time your communication appropriately
 Use appropriate language
 Obtain feedback
 Aim high