Business Communication Chapter 9 Business Communication

What is Communication? Communication is a process of exchanging __________ between people or organisations through oral, ________ or _________ means. People communicate both inside and outside a company. Effective communication is important to all businesses. information written electronic

The communication process What is Communication? The communication process Encoding Sender Message Channel Decoding Feedback Message Receiver

Forms of communication What is Communication? Forms of communication In terms of the way of encoding, communication can be divided into: Oral communication Written communication Non-verbal communication

Forms of communication What is Communication? Forms of communication In terms of direction, communication is classified into: Downward communication Upward communication Lateral communication

Forms of communication What is Communication? Forms of communication In terms of channel, communication is classified into: Formal communication Informal communication

Forms of communication What is Communication? Forms of communication According to the existence of feedback, communication can be divided into: One-way communication Two-way communication

Choosing suitable form of communication What is Communication? Choosing suitable form of communication Factors affecting the choice of the form of communication: Importance of the message Complexity and length of the message Speed of transmitting Legality of communication Requirement of feedback

Effective Communication Five principles of effective communication Clarity Conciseness Completeness Concreteness Courtesy

Effective Communication Importance of effective communication to business Enables people to work together Makes business transactions possible Facilitates the management process Helps establish social relationships Transmits information needed for decision-making Keeps companies informed about the concerns of the community

Effective Communication Barriers to effective communication Lack of attention Emotions Noise Filtering of information Selective perception Language

Effective Communication Barriers to effective communication Inconsistent non-verbal language Information overload Complex organisational structure Inappropriate channel I like your design.

Effective Communication Methods of overcoming communication barriers Use simple words We should avoid using jargon which may cause people to _____________. Give feedback The _______ should always give feedback in communication. In this way, the _______ can check and ensure that the message has been received _______. misunderstand receiver sender correctly

Effective Communication Methods of overcoming communication barriers Use multiple channels The sender can use several ______________ channels to ensure that the message has been delivered to the ________. Avoid using inconsistent non-verbal language The sender should be careful not to show any inconsistency between his _______ and his non-verbal language. communication receiver words

Effective Communication Methods of overcoming communication barriers Build trustful relationships A trustful relationship enables _______ communication. Keep emotions under control People should not allow ________ to interfere with their communication with others. honest emotions

Effective Communication Methods of overcoming communication barriers Listen actively The receiver should listen for the real _______ of the message without making _________ judgments. Choose the right channel The sender should choose the channel which can transmit his message most ________. He must know the _____ and _____ of different communication channels. meaning premature effectively pros cons

Business Information Data and information Every day, companies gather vast quantities of ______ from their operations. Data consists of _____ which do not have any meaning apart from what they state. When data are processed and ________, they are turned into __________ which is useful for making decisions. data facts analysed information

Business Information Internal data External data Types of business data Internal data Internal data are collected ______ the company. e.g. invoices, purchases orders, payroll records… External data External data are obtained ________ the company. Although most of these data are free, they focus more on the _______ economic and social trends, and are not specifically related to the company. within outside broad

Business Information Primary data Secondary data Types of business data Primary data Primary data are collected by a company to achieve a _______ purpose. Secondary data Secondary data are collected by organisations _______ a company. They are free but may not meet the needs of the company. specific outside

Characteristics of quality business information Relevance Accuracy Timeliness Completeness Conciseness Cost-effectiveness

Information and Communication Technology Importance of information Information is important to business because managers need information to make various _________. Therefore, companies need to develop effective __________ systems which collect and _______ information that managers need for decision-making. With the development of _________ information technology such as computer networks, managers can get timely information they need, anytime and anywhere. decisions information provide advanced

Information and Communication Technology What is information and communication technology? Information and communication technology (ICT) includes all ___________ and _____________ devices which are used for information processing. These devices allow companies to gather, process, store, transmit and retrieve information efficiently and effectively. computing communication

Information and Communication Technology Major ICT devices Computer hardware Personal computers: small in size and have less computing ________ than mainframe computers or supercomputers. Mainframe computers: they can handle large amounts of calculation, and they are commonly used in __________ and _________ control. capacity accounting inventory

Information and Communication Technology Major ICT devices Computer hardware Supercomputers: they can process huge amounts of ______ quickly. Therefore, they are commonly used to handle highly complex processing tasks such as weather forecasting. data

Information and Communication Technology Major ICT devices Computer software Software are computer ___________ that perform specific tasks. System software controls the __________ of a computer. E.g. Windows Vista and Linux Application software performs _______ functions for users. e.g. Microsoft Word and Adobe Photoshop programmes operations specific

Information and Communication Technology Major ICT devices Network systems A network system connects _________ computers and _____________ devices together so that people can exchange _________. individual communication information

Information and Communication Technology Major ICT devices Network systems In a local area network (LAN), computers and communication devices are connected within a _______ area such as a building or a school. In a wide area network (WAN), computers and communication devices at ______ locations are connected. The largest WAN in existence is the Internet. small remote

Information and Communication Technology Major ICT devices Network systems The Internet links thousands of ______ and ________ computer networks around the world. The Internet allows people to search and obtain information from the websites of different _______ and _______ organisations. Companies can use the Internet to communicate with their ___________, ________ and __________. local regional public private employees suppliers customers

Information and Communication Technology Major ICT devices Network systems An intranet is a _______ network which restricts its access to a group of people. It facilitates communication among its __________ and allows them to access the company’s information. An extranet is a company’s _______ but is extended to users _______ the company. It allows some outside parties such as ________ and _________ to obtain the company’s information. private employees intranet outside suppliers customers

Information and Communication Technology Major ICT devices Mobile phones Mobile phones can be used by people to communicate anywhere at any time. The third generation (3G) mobile phones are able to transmit _____, sounds, images and __________ messages. Since they can also access the ________, people are able to go online and send and receive emails around the world. texts multimedia Internet

Information and Communication Technology Major ICT devices Facsimile transmission Facsimile transmission or fax is a system by which a document is ______ and sent to a receiver where another _____ is made. Fax is particularly useful for sending ________, graphics and ______ materials. copied copy diagrams written

Information and Communication Technology Major ICT devices Email Email messages are transmitted between ________ in computer networks and can reach most parts of the world. Messages can be ______ and ________ out. Senders can attach _____, _______, ________ and _______ files. terminals stored printed text graphics audio video

Information and Communication Technology Major ICT devices Bluetooth technology Bluetooth is an indoor _______ and ________ communication technology which links up wireless electronic devices. Bluetooth can help save ______ and _______ when exchanging information between people and facilitates work __________. mobile wireless time trouble coordination

Information and Communication Technology Major ICT devices Video-conferencing Video-conferencing allows people in different ________ to hold ________. Transmission of _____ images or ________ images as well as voice, text and graphics can easily be made. locations meetings still moving

Information and Communication Technology Contributions of ICT to information management Managing information efficiently and effectively Transmitting and receiving information anytime and anywhere Developing better relationships with stakeholders Facilitating the development of electronic business and mobile commerce