BUSINESS COMMUNICATION Lecture One (1) Chapter One (1) 1/8/20181 Prepared by Allen C. Monyomb©ITI_Alotau_2017

Learning Objectives Define communication & communication process Understand why we communicate Know different types of communication Identify seven (7) main elements of communication Identify communication problems Understand the role of managers & communication in workplace 1/8/20182 Prepared by Allen C. Monyomb©ITI_Alotau_2017

1.Write five words that express what you want to do and where you want to be a year from now. Take those five words and write a paragraph that clearly articulates your responses to both “what” and “where.” 2. Think of five words that express what you want to do and where you want to be five years from now. Share your five words with your classmates and listen to their responses. What patterns do you observe in your discussions? Introductory Exercises Short Term Goals Long Term Goals 1/8/20183 Prepared by Allen C. Monyomb©ITI_Alotau_2017

What is BUSINESS? 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017 Business includes those organizations, which are engaged in the production and distribution of goods and services to earn profit. Definitions An organization or economic system where goods and services are exchanged for one another or for money.

o Wo Wo Wo What is COMMUNICATION? The word “Communication” comes from the Latin word “Communicare” which means to impart, to participate, to share or to make common. “A complex process often involving reading, writing, speaking and listening”. It may be verbal and non-verbal (or a mixture of both), and it uses a variety of media (language, mass media, digital technology, etc.). Specifically – “the transmission and reception of ideas, feelings and attitudes – verbal and non-verbal – that produce a response either within or outside of an organization”. 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017 Definitions cont’d…

Reasons Why We Communicate? 1/8/20186 Prepared by Allen C. Monyomb©ITI_Alotau_2017 To Make Our Needs Known (Wants, Desires Etc.) Initiate Action (To Influence Others To Do Something Etc.) Share Information (Updates On Current Updates, Issues Etc.) Persuade Others (Influence Others With Ones Ideas, Beliefs Etc.) Establish Links With The People (Create Relationships, Aware Of Events, Issues.) Five Common Reasons

Forms Of Communication VERBAL (ORAL & WRITTEN) NONVERBAL GRAPHICS 1/8/20187 Prepared by Allen C. Monyomb©ITI_Alotau_2017 Spoken & Written Words Gestures & Facial Expressions Arts, Pictures/Posters etc.

Forms Of Communication: Components 1/8/20188 Prepared by Allen C. Monyomb©ITI_Alotau_2017

Types Of Communication Intrapersonal Introspect/communicating by self (daydreaming, studying and talking, self awareness)/ when you bring ideas to consciousness, ponder how you feel about something, or figure out the solution to a problem. 1/8/20189 Prepared by Allen C. Monyomb©ITI_Alotau_2017 Interpersonal One to one briefing, feedback, customer relations etc. (involves two people, and can range from intimate and very personal to formal and impersonal). 2-ways communication.

1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017 Mass Mass media such as newspapers, magazines, news agencies, TV etc. One way communication. Types Of Communication cont’d… Public Speech, public address, meetings etc. Mostly one way communication.

The Communication Process Model 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017

o Sender First step in the communication process. First step in the communication process. Idea(s)/Thought(s) is generated here. E.g. request, order, inquiry etc. Idea(s)/Thought(s) is generated here. E.g. request, order, inquiry etc. Intrapersonal Communication starts here Intrapersonal Communication starts here It eventually leads to LEADERSHIP Roles. It eventually leads to LEADERSHIP Roles. o Message The thought generated in the mind of sender is ambiguous and raw. The thought generated in the mind of sender is ambiguous and raw. Unable to be communicated unless it is put into a receivable form. Unable to be communicated unless it is put into a receivable form. It is raw and incomplete and CANNOT be considered to be INFORMATION It is raw and incomplete and CANNOT be considered to be INFORMATION o Encode Sender converts his thought into a message by means of a language. Sender converts his thought into a message by means of a language. E.g. The Thought of having a job. Now, he will put his thought on a paper. E.g. The Thought of having a job. Now, he will put his thought on a paper. That is called job application. That is called job application. In his way, his thought becomes a message. In his way, his thought becomes a message. The Communication Process Model cont’d… 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017

o Channel – The encoded message can now be transmitted to the receiver through a suitable medium such as electronic media as T.V., , radio etc. or print media like newspaper, magazines, letters or merely sound that is transmitted through the medium of air. The Communication Process Model Cont’d… 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_ The sender faces lots of barriers during message transmission. These barriers(noise) are as explained ; o Noise/Barriers - The sender faces lots of barriers during message transmission. These barriers(noise) are as explained ; - Noise and barriers may take place during the process of encoding. Some of them may be caused by distraction, lack of concentration, typing mistake, poor language etc. i) On sender’s side - Noise and barriers may take place during the process of encoding. Some of them may be caused by distraction, lack of concentration, typing mistake, poor language etc. ii) In the medium - Some barriers are caused by medium such as poor transmission on T.V. and radio misprinting in newspapers etc. - The receiver can also create certain barriers to the receiving of message such as poor reading ability, emotions, lack of concentration etc. Message sent may be different to what is received. iii) On receiver’s side - The receiver can also create certain barriers to the receiving of message such as poor reading ability, emotions, lack of concentration etc. Message sent may be different to what is received. Barriers

Context/Setting Formal or informal message. Decode This is the process of converting the language of message to get its meaning. For instance, the receiver, having received job application, reads the application and understands the message conveyed by the applicant (Sender). The Communication Process Model Cont’d… 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017 Receiver After decoding the message into meaningful information, the reader now tries to make sense it. Feedback The receiver must respond to the message in order for the communication to be complete. The response can be either negative, positive, or for further enquiry.

o Physical Noise o Physical Noise - originates from the physical/external environment that prevents hearing of the message e.g. people talking during phone conversation/public/oral speech. o Technical Noise o Technical Noise - interference in the channel of communication e.g. telephone lines, radio and TV malfunctions. o Social Noise o Social Noise - Interference between the parties such as dislikes, or ages. o Psychological Noise o Psychological Noise - disturbance from self such as being hungry while reading, sick etc. Communication Barriers/Noise 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017 Barriers/Noise/Roadblocks

Communication Barriers: Factors Some factors that cause communication barriers include: Inappropriate Choice of Words Inappropriate Channels Inappropriate Message Receiver Inattention Lack of Courtesy by Sender/Receiver Unmatched Non-verbal Communication Different Cultural Backgrounds Poor Layout & Presentations Inappropriate Timing Inappropriate Feedback 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017

o Sending Message Keep Message short, simple and clear. Edit, proof read before sending. Keep Message short, simple and clear. Edit, proof read before sending. Careful note of receiver’s feedback. Correct the feedback if incorrect and respond accordingly Careful note of receiver’s feedback. Correct the feedback if incorrect and respond accordingly Choose appropriate language & best communication channel. Use the level of English as per the qualification of the receiver/sender. E.g. High School Vs. University Choose appropriate language & best communication channel. Use the level of English as per the qualification of the receiver/sender. E.g. High School Vs. University Judge & evaluate the message for positive and negative effect. Ensure the context and content of the message is correctly address to the receiver concern so as to solicit positive outcome rather than negative Judge & evaluate the message for positive and negative effect. Ensure the context and content of the message is correctly address to the receiver concern so as to solicit positive outcome rather than negative Solutions To Communication Barriers 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017

o Empathy - feeling an awareness of the other party and his/her point of view. Placing self in other people shoes to understand their feelings and emotions to determine the correct message to send. o Communication Within Workplace - information should be up to date, clear, accurate, timely and complete to ensure efficient and effective business decisions are made. o Communication By Leaders & Managers Control. Monitor and evaluate performances of employees, company etc. to ensure conformity to set guidelines, policies and procedures. It is a check and balance function/tool. Control. Monitor and evaluate performances of employees, company etc. to ensure conformity to set guidelines, policies and procedures. It is a check and balance function/tool. Motivation. It is a process/tool that is used to drive positive actions from employees in an organization towards efficient and effective performance to achieve set goals and objectives. Motivation. It is a process/tool that is used to drive positive actions from employees in an organization towards efficient and effective performance to achieve set goals and objectives. Balancing needs & goals. Ensures the company and its employees’ personal goals including needs and wants are met accordingly. Balancing needs & goals. Ensures the company and its employees’ personal goals including needs and wants are met accordingly. Solutions To Communication Barriers Cont’d.. 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017

Social Media Vs. Real Life 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017

o Identify the different forms of communication Verbal, non-verbal & Graphic Verbal, non-verbal & Graphic o Discuss different types of communication Intrapersonal, Interpersonal, Public & Mass Intrapersonal, Interpersonal, Public & Mass o Analyze the elements to communication process Sender, Message, Channel, Noise, Context, Receiver and feedback. Sender, Message, Channel, Noise, Context, Receiver and feedback. o Identify barriers to communication Inappropriate Choice of Words, Inappropriate Channel, Inappropriate Message, Receiver Inattention, Lack of Courtesy by Receiver or Sender, Non Verbal Communication Inconsistent With Message, Different Cultural Backgrounds, Layout & Presentation, Inappropriate Timing and Inadequate Feedback Inappropriate Choice of Words, Inappropriate Channel, Inappropriate Message, Receiver Inattention, Lack of Courtesy by Receiver or Sender, Non Verbal Communication Inconsistent With Message, Different Cultural Backgrounds, Layout & Presentation, Inappropriate Timing and Inadequate Feedback Summary 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017

o Outline the role of communication in the workplace Information replayed is up to date, clear, accurate, timely and complete to ensure efficient and effective business decisions are made. Information replayed is up to date, clear, accurate, timely and complete to ensure efficient and effective business decisions are made. o In concluding this chapter, we can safely assert that “Communication” forms a part of our self-concept, and it helps us understand ourselves and others better, solve problems and learn new things, and build our career. But, the “main objective of communication is not the transmission but the reception.” Summary Cont’d… 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017

1/8/2018Prepared by Allen C. Monyomb©ITI_Alotau_ Questions

1.Communication is an interactive process. Briefly explain. Ans: Simply means a two way communication process that requires mutual collaboration by both parties involve in the communication. Should not be one sided. 2. Define and give an example of verbal, nonverbal and graphic communication. Ans: Verbal- can be oral or written such as a talking or a written letter. Non Verbal- does not involve written or oral but the hidden meaning inside or gestures used. Graphic-uses pictures, diagrams etc. to replay message or provide information such as a poster on mouth cancer. 3. List four different types of communication. Ans: Intrapersonal, Interpersonal, Public and Mass Communication Review Questions 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017

4. Explain in your own words, the main reasons why people communicate. Ans: People communicate for different reasons. Some examples included; -To make our needs known (wants, desires etc.) -Establish links with the people (create relationships, aware of events, issues etc.) -Initiate Action (to influence others to do something etc.) -Share Information (updates on current updates, issues etc.) -Persuade Others ( influence others with ones ideas, beliefs etc.) 5. Identify four types of noise and explain how these communication problems can be resolved. Ans: Physical Noise – disturbance from the physical environment such as jet engine Technical Noise – interference in the communication channel. E.g. radio broken Social Noise – barriers due to emotional or status, ages etc. Psychological Noise – personal hindrances such as hunger, sick, nature call etc. Review Questions Cont’d… 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017

“Thanks & BYE NOW” the….. 1/8/ Prepared by Allen C. Monyomb©ITI_Alotau_2017