1. Alice Nandawula Mugisha amugisha@cis.mak.ac.ug

2. Aim and Objectives of the Course Objectives: understanding the importance and the difference types of Business Communication To increase the Listening Speaking Writing effectiveness in business communication. 2 Aim: To develop effective Business communication skills that can be applied to interpersonal, organizational and external contexts. 9/12/2015

3. Objectives of the Course cntd Increase the knowledge and understanding of - The process of effective communication - The approaches to effective communication - The relevance of the different communication media to effective policy communication Intellectual Skills - Ability to conceptualize the processes of effective communication - Ability to discern the different environments and appropriating the relevant media to use 39/12/2015

4. Objectives of the Course cntd Practical Skills - Ability to develop communication plans that will meet the needs of a specific department or organization - Ability to review policy documents to facilitate effective communication Transferable Skills - Effective writing skills - Effective oral communication skills 49/12/2015

5. Course Outline  Overview of communications; Definitions Processes and types New technologies and communication Noise and barriers to effective communication  Communication in Business  Verbal Communication  Business Correspondence  Effective Presentations  Conflict Resolution  Communication Networks 9/12/20155

6. Course Outline cont’d..  Communication Systems  Communication Planning  Effective Business Writing  Report Writing Disclaimer: I reserve the right to modify any of the above information as necessary throughout the semester! Other topics may come in. 9/12/20156

7. References 1. Bovee, CIL, Thill,J.V.S Schatzman. B.e (2003). Business communication Today, seventh edition, New Dehl; Pearson Education. 2. Murphy, H.A, Hilderbrandt. H.W; and Thomas.J.p (1997). Effective business communication, Boston, Ma/ McGraw-Hill. 3. Online materials 9/12/20157

8. This week... Overview of communications; definitions, processes; and types; new technologies and communication, barriers to effective communication 89/12/2015

9. Definitions What is Communication? The word communicate comes from the Latin verb “Communicare” that means; o to impart o to participate o and to share 9/12/20159

10. Definitions: What Is Communication? No Transfer of Meaning—No Communication Influence of Mental Maps—Yes, Communication Communication is the process of sharing our ideas, thoughts, and feelings with other people and having those ideas, thoughts, and feelings understood by the people we are talking with. When we communicate we speak, listen, and observe 9/12/201510

11. What Is Communication? Conscious and Intentional Nonverbal Verbal Unconscious and Unintentional Nonverbal Verbal 9/12/201511

12. Basic Communication Model For communication to exit there must be at least four elements. 1. A sender / encoder 2. A receiver / Decoder 3. Message 4. Channel/Medium Speakerencodingmessagedecoding listener In successfull communication sent =received 9/12/201512

13. Communication Model 9/12/201513

14. Basic Communication Model cont’d.. Encoder/ sender Encodes the message Chooses appropriate channel Solicits feedback Attempts to minimize the noise Encoding: the process of transferring the information you want to communicate into a form that can be sent and correctly decoded at the other end Decoder / receiver Decodes the message Practices active listening Provides feedback Decoding: the process where the message is interpreted for its content. 9/12/201514

15. Communication Processes and Types Types of Communication Verbal Written Non Verbal Communication VerbalWritten Non Verbal 9/12/201515

16. Communication Processes and Types Verbal Communication Spoken verbal communication, relies on both words, visual aids and non-verbal elements to support the conveyance of the meaning. Includes discussion, speeches, presentations, interpersonal communication and many other varieties. Non Verbal Communication (Body language) Facial expressions, gestures, paralanguage, body language, distance, eye contact, touch, and appearance Written Communication 169/12/2015

17. Communication Processes. In case of Verbal type of Communication, look out for the following: Verbal: What you say i.e. the message Vocal: How you say i.e. Music or your voice Visual: How you seem and who you are Most powerful element of communication is: Visual ! Give importance to visual self, as much as the knowledge and experience. 179/12/2015

18. The Communication Process 9/12/201518

19. New technologies and communication Changes in web-based technology have made it far easier for individuals to publish, access and share information globally. Web-based tools that have proven effective on the internet are now making their way into organizations enabled by intranets. The rise of more accessible and easy-to-use technologies are allowing employees to voice their opinions and become more involved in communication and decision making. Business leaders will need to understand the merits of new social software and how it can benefit them and their organizations 199/12/2015

20. New technologies and communication Evolution of Communication 209/12/2015

21. 219/12/2015

22. Barriers to effective communication Sending: Lack of gestures, tone of voice, ambigious words !: Convey the importance of the message. Environment: Noise.Physical obstacles, inadequency of the channels, Receiving: Misinterpretion of any word or behaviour, perceptual filter which reflect all our past experinces and learning 229/12/2015

23. Problems in Sending using technical words for communication to nontechnical people forgetting that the visual and vocal elements are the most important, words less. Ignoring the situation, expectencies and interests of the listener according to their expertise. 239/12/2015

24. Noise in the environment Noise creates distortions of the message and prevents it from being understoood the way was intended Noises may be ringing telephones, honking horns, messy, chaotic surroundings etc. Time, inapropriate time may be an obstacle to give message clearly.Friday afternoon is not proper for a heavy meeting. 249/12/2015

25. Perception Problems Listeners ability to understand. Lack of attention, inattentive or bored listeners Emotional state, stress, fear, anxiety, anger, Financial pressures Prejudgements Be sure that the receiver is “on” 259/12/2015

26. The importance of business communication Time is money&time has a cost Time is limited with project deadlines,workhours Businesspeople are not our family or friends Business is not a game or joke but serious It is a half-diplomatic environment We may need any person in our career path with the nice memories about us. 269/12/2015

27. Summary We have Covered; Definitions, Communication processes; and types; New technologies and communication, Problems affecting effective communication Next week Communication in business 279/12/2015