1. BUSINESS COMMUNICATION ENGB213
Unit 1
Business communication basics

2. Overview Effective communication – an organisation’s lifeblood
Benefits of effective communication
Communication in a changing workplace
Methods of communication
Choosing the channel of communication
Summary of communication choices
Key stages in the communication cycle
Barriers to communication
The flow of communication
Intercultural sensitivities
Checklist for communicating effectively across cultures
Seven steps to effective communication
The impact of information technology
Successful communication – key points to remember

3. Effective communication – an organisation’s lifeblood
We communicate every day – talking to people on the phone / in person, taking dictation, writing letters, reports, s
Essential to learn from our communications , thru success and failures, to develop and enhance our communication skills
How? The more we write and speak, the more we improve our communication skills
Communication : giving, receiving or exchanging information, opinions or ideas by writing, speech or visual means, so that the message communicated is completely understood by the recipient(s)

4. Benefits of effective communication
Good communication at all levels is essential
SUCCESS:
Stronger decision-making and problem-solving
Upturn in productivity
Convincing and compelling corporate materials
Clearer, more streamlined workflow
Enhanced professional image
Sound business relationships
Successful response ensured

5. Communication in a changing workplace
Effective communication is vital to meet today’s challenges:
Advancing technology
- various technological tools help us communicate faster, frequent and across an increased range. People are reachable wherever they go
Global communications
- More businesses are working on a global scale
The information age
- Constant challenge to get recipient’s attention
Team-based business environments
- Teamworking is regarded as important

6. Methods of communication

7. Methods of communication

8. Choosing the channel of communication
The channel/means that is chosen to send a message is very important;
Can influence the message and how it is interpreted by the recipient
Factors:
Cost
Confidentiality
Safety and security
Influence
Urgency
Distance
Time of day
Resources
Written record
Recipient

9. Summary of communication choices
Use oral channels when:
The message is simple
Need immediate response
Doesn’t need permanent record
Message has emotional factor
Use written channels when:
Message is detailed or requires careful planning
Don’t need immediate response
Need to have permanent, written record
Minimise distortion
Use electronic channels when:
speed is important
Time zones differ
Physically separated from audience

10. Key stages in the communication cycle
Sender
1. Conceive message
2. Encode message
3. Select appropriate channel
Recipient
4. Decode message
5. Interpret message
6. Feedback

11. Barriers to communication
None-verbal signals
Language
Listening
Pre-judgement
Relationships
Emotional responses
Systems

12. The flow of communication
Vertical communication
Most frequent, follows chain of command
Horizontal communication
Occurs between people of the same status
Diagonal communication
Between people in different departments/ levels
The grapevine
Occurs when the correct lines of communication are not used

13. Intercultural sensitivities
What is Culture?
Shared system of beliefs, attitudes, values, expectations and norms of behaviour
Acknowledging cultural differences
Not judging other people by your own standards
Essential to retain an open mind
Avoiding ethnocentrism – recognising differences
- avoid assumptions
- do not pre-judge

14. Checklist for communicating effectively across cultures
Show respect
Show empathy
No pre-judging
Be open-minded
Avoid distraction
Be patient
Look for similarities
Send clear messages
Recognise prejudices
Treat as individuals

15. Seven steps to effective communication

16. The impact of information technology

17. Successful communication – key points to remember
Read
Listen intelligently
Think and plan
Use appropriate language
Be open-minded
Select appropriate media
Time your communication appropriately
Obtain feedback
Aim high