1. Business Communication
Chapter 9
Business Communication

2. 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

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

4. 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

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

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

7. 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

8. 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

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

10. 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

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

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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

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

21. 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

22. 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

23. 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

24. 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

25. 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

26. 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

27. 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

28. 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

29. 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

30. 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 s around the world.
texts
multimedia
Internet

31. 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

32. Information and Communication Technology
Major ICT devices
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

33. 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

34. 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

35. 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