Communications for Business Lecture 1: Effective Communication in Business NCC Education - Title Master

Course Details Lectures – 12 x 2 hour sessions Seminars – 12 x 2 hour sessions Self-Study Activities – 12 x 3 hour sessions Private Study – 66 hours

Assessment 100% examination 2.5 hours duration Closed book Past papers available on the NCC Education Campus

Reading There is no set text for this module. You are strongly advised to purchase a business study skills/business communication skills text book to help with your studies. Any one of the book titles in the module descriptor reading list would be acceptable, but there are many others to choose from.

Learning Objectives Understand the importance of communication in business Understand the process of communication in business Using communication technology Ethics in business communication NCC Education - Slide Master

Introduction Communication is at the centre of all organisations Without communication, very little would get done and the organisation would not achieve its goals But, how can we ensure our communication is effective? …..

Benefits of Effective Communication Improved decision making Earlier warning of potential problems Increased productivity Stronger business relationships Clearer marketing messages Enhanced professional image

Communicating in Organisational Settings Formal communications network Ideas and information flow along lines of command Downward, upward and horizontal Informal communications network Grapevine

Example of Formal Communication Network

External Communication Formal – letters, announcements Informal – meetings, sales contacts Social networking technologies Linkedin Facebook

Characteristics of Effective Business Communication Provide practical information Give facts rather than vague impressions Present information in a concise and efficient manner Clarify expectations and results Offer compelling, persuasive arguments and recommendations

The Communication Process

Barriers to Effective Communication Noise and distraction Competing messages Filters – human or technology interventions Channel breakdowns – failure to deliver message

Class Activity Work in groups of about 5 What do you think are the key elements required to ensure that communication between people is effective? 10 minutes Feedback to the class 5 minutes

Communicating Effectively With Your Audience Consider audience expectations Ensure ease of use Use familiar words and images Clearly address their needs – not yours Design for compatibility

Adopt an Audience-Centred Approach Keep your audience’s needs in mind Adopt a “you” attitude Learn about their biases, education, age, status and concerns

Giving Constructive Feedback Think through your suggested changes carefully Discuss ‘improvements’ rather than ‘flaws’ Be specific Keep feedback impersonal Time your feedback carefully Highlight any limitations your feedback may have

Responding to Constructive Feedback Resist the urge to defend your work React unemotionally Step back and consider the feedback Ensure suggested changes are valid

Using Technology to Improve Business Communication Used wisely, technology can help you communicate more effectively BUT… Benefits are not automatic It is an aid to interpersonal communication not a replacement Can waste time and money if not used efficiently

Tools for Communicating Effectively Connecting with the office Collaborating Sharing the latest information Interacting

Communicating Ethically Ethics are “accepted principles of conduct that govern behaviour” Ethical communications: Include all relevant information Contain all information Are not deceptive in any way

Examples of Unethical Communications Plagiarism Selective misquoting Misrepresenting numbers Distorting visuals

Ensuring Legal Communication Business communication is bound by a variety of laws and regulations: Promotional communication – truth and accuracy in advertising Contracts Employment communication Intellectual property Defamation

Conclusions Effective communication can deliver a range of business-related benefits There are both formal and informal communication networks Ensure you understand your audience in order to communicate effectively Used wisely, technology can help you communicate more effectively Be aware of your ethical and legal responsibilities

References Payne & Whittaker “Developing Essential Study Skills”, 2nd Edition, FT Prentice Hall, ISBN: 978-1405840873 Cottrell “The Study Skills Handbook”, 3rd Edition, Pallgrave Macmillan, ISBN: 978-0230573055 Price & Maier “Effective Study Skills: Essential Skills for Academic and Career Success”, Prentice Hall, ISBN: 978-1405840736 Cameron “The Business Students Handbook: Skills for Study and Employment”, 5th Edition, FT Prentice Hall, ISBN: 978-0273730712

Lecture 1 – Effective Communication in Business Any Questions? NCC Education - End Slide Master