1. BUSINESS COMMUNICATION
Lecture 2

2. CONTEXT Stimuli Sender-Encoder Message Receiver-Decoder
(experiences, attitudes, Medium (experiences, attitudes,
skills) Verbal, skills)
Perception Non-verbal Receptor mechanisms
Idea encoding Perception
Symbol decisions Decoding
Sending mechanisms Idea Interpretation
Feedback
Verbal,
Non-verbal
COMMUNICATION MODEL

3. CONCEPTS OF COMMUNICATION
Conventions of meaning
Symbols are signs for things that exist. Connections between signs and their referents are unique to each individual.
Perceptions of reality
Thinking about the world based on the sensory information.
Values, attitudes and opinions

4. PROBLEMS OF COMMUNICATION
Communication Problems in Conventions of Meaning
Miscommunicated Instructions
This problem occurs when the sender and receiver have different meanings for the symbols used.
Denotations
Denotations are usually the dictionary definition of a word. For example, car, book and house convey denotative meanings. Denotations inform the receiver about objects, people or events without indicating positive or negative qualities.
Connotations
Connotations are suggested meanings of a word separate from the usual definition. For example, house is denotative but home, cottage, villa are connotative meanings. Connotations are affected by the communicators’ backgrounds and interests.
Euphemisms
A euphemism is a substitution of an agreeable or less offensive expression in place of one that may offend or suggest something unpleasant to the receiver. For example, taboo is a word that might offend the receiver in some societies.

5. PROBLEMS OF COMMUNICATOINS (cont’d …)
Communication Problems in Perceptions of Reality
Abstracting
Selecting some facts and omitting the other facts.
Necessary, desirable abstracts
Slanted statements
Slanting means unfair in actual reporting.
Inferring
Conclusions drawn from evidence.
Necessary, desirable inferences
Risks of inferences

6. PROBLEMS OF COMMUNICATOINS (cont’d …)
Communication Problems in Values, Attitudes and Opinions
Favorable of Unfavorable Information
Inadequate or Incorrect Information
Closed Minds
Sender’s Credibility
Credibility in the sender is important in getting a favorable reaction.
Other Circumstances
Personal problems, environmental stress, uncooperative receivers, sensitivity etc.

7. NONVERBAL COMMUNICATION
Appearance
Body Language
Silence, Time and Space

8. NONVERBAL COMMUNICATION (cont’d …)
How Appearance Communicates?
Effect on Written Messages
The format, neatness and language of a written message sends a nonverbal message to the reader.
Effect on Oral Messages
Personal Appearance
Clothing, hairstyles, neatness, posture are part of personal appearance.
Appearance of Surroundings
Room size, location, furnishings, architecture windows, view all communicate orally.

9. NONVERBAL COMMUNICATION (cont’d …)
How Body Language Communicates?
Facial Expressions
Conventions of eye contact are specific to each culture. Eye contact and facial expression can help or hinder your verbal messages.
Gestures, Posture and Movement
Posture, gestures and body movement convey a message and add to or subtract from your oral message.
Smell and Touch
Fragrances convey the emotions of the sender and sometimes affect the reactions of the receiver, especially if the receiver is sensitive to fragrances. Touching people can communicate friendship, love, approval, hatred, anger or other feelings.
Voice and Sounds
Voice quality and other sounds (burping, clapping, tapping shoes etc) may motivate or offend the receiver as they are a part of oral communication.

18. NONVERBAL COMMUNICATION (cont’d …)
How Silence, Time and Space Communicate?
Silence
How you will feel when you make a request and it is met with silence.
Time
Effective communication occurs when the time is appropriate.
Space
Too many students in a small class, what does it communicate?

19. THE SEVEN C’s Completeness Conciseness Consideration Concreteness
Clarity
Courtesy
Correctness

20. COMPLETENESS Provide all necessary information
Answer the five W’s; who, what, when where, why and one H; how.
Answer all questions asked
Look for questions that might be under the lines, buried within a paragraph. Locate them and answer them.
Give something extra, when desirable
Use your judgment in offering extra material if the sender’s message is incomplete.

21. CONCISENESS Be short but do not sacrifice the other C qualities.
To achieve conciseness;
Eliminate wordy expressions
Include only relevant material.
Avoid unnecessary repetition.

22. CONSIDERATION
Preparing every message keeping in view the receiver(s) perception. Try to put yourself in their place.
Three ways to indicate consideration are:
Focus on “you” instead of “i” and “we.”
Show audience benefit or interest in the receiver.
Emphasize positive and pleasant facts.

23. CONCRETENESS
Be specific and definite rather than general and vague. For example, female is a general term instead use mother, sister, wife etc when required.
Concreteness can be achieved:
Using specific facts and figures.
Put action in your verbs.
Choose vivid, image-building words.

24. CLARITY Accurately is the purpose of clarity.
Choose precise, concrete and familiar words.
Construct effective sentences and paragraphs.
Try for an average sentence length of between 17 and 20 words.
Length
Unity
Coherence
Emphasis

25. COURTESY
Courtesy involves being aware not only of the perspective of others but also their feelings. So be aware of your message.
Be sincerely tactful, thoughtful and appreciative.
Use expressions that show respect.
Choose nondiscriminatory expressions.

26. CORRECTNESS Correctness is proper grammar, punctuation and spelling.
Use the right level of language.
Check the accuracy of figures, facts and words.
Maintain acceptable writing mechanics.

27. INTERNET