business communication foundation
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8/11/2019 Business Communication Foundation
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Business Communication
Foundation
8/11/2019 Business Communication Foundation
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One of the most important skills.
Ranks high among the skills necessary to succeed in business.
To succeed effective internal and external communication is
essential.
Business communication is transactional.
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→ Getting the right job
→ Gaining promotion→ Providing leadership
→ Being Productive on the job
→ Relating positively to others
→ Assuring the success of your organization
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Goals of Business Communication
Sender must take the responsibility for achieving
the goals.
1. Receiver understanding
2. Receiver response
3. Favorable relationship
4. Organizational goodwill
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Receiver Understanding
Shared meaning
1. Receiver characteristics
2. Message form and content
3. Receiver Feedback
4. Communication barriers
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Receiver Response
• Positive, neutral or negative
• Words ,actions or both- Situation
• Response must be encouraged
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Favorable Relationship
Focuses on the people involved
→ Stressing the receiver’s interest and benefits
→Using positive wording
→Doing more than is expected
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Organizational Goodwill
• Responsibility of the message senders
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Patterns of Business Communication
• Some messages are formal and informal
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Internal Communication Patterns
Vertical
Horizontal and
Network
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Manager
Supervisor A Supervisor B Supervisor C
Worker B1
Worker C1 Worker C1
Assistant A
Worker A3
Worker A2
Worker A1 Worker B2
Worker B3
Worker C2
Worker C3
Worker C2
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Formal Communication
→ Is planned by the organization→ Flows in all directions
→ Is essential for effective operation of the business
Informal Communication
grapevine
→ Is not planned by the organization
→ Flows in all directions
→ Develops and maintains positive human relationships
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Serial Communication
Messages are usually changed
Senders should
Keep the message simple
Request feedback
Receivers should
Take notes
Repeat the message
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External Communication Patterns
Flows between business organization and the entities with
which it interacts
The information flow can be either written or oral
Formal as well as informal
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The Communication Process
Communication environment- All things participant
perceives through their senses
Organizational culture affects communication environmentand the way the communication process is implemented
Office politics
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Senderhas idea
Encodes
idea in
message
Message
travelsacross
channel
Receiver
decodes
message
Possible
additional
feedback to
receiver
Feedback
travels to
sender
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An Extended Communication Process Model
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Receiver’s Role
a. Listening or reading carefully
b. Being open to different types of senders and to new
ideas
c. Making notes when necessary
d. Providing appropriate feedback to the sendere. Asking questions to clarify the message
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Communication Channels
Channels
→ Do I need a permanent record→ Message be readily accepted
→ Location and size
→ Message long or complex
→ Timeline
→ Credibility
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You-viewpoint- key to achieving common understanding
Analyzing the Receiver
Knowledge•Education level
•Education related to the topic
•Work experience
•Work experience related to the specific topic of message
• Prior experience interacting with me or organization
Decide vocabulary level of the message, extent to use technical terms
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Interests
•Concerns and needs
•Particular motive or a particular outcome of the receiver
The position and level of authority of the receiver will
influence the nature of his interest in a situation
Helps in deciding the content and the approach in
organizing it
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Attitudes
→Receivers’ s values, beliefs, biases and viewpoints
→Words and symbols that make positive or negative
impressions
→Ideas to effectively communicate
Status, power ,personality, nationality and culture are attributes
that affect receiver
Emotional reaction
→ Does the message make him happy or sad?
→ Will it leave him unaffected?
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I- viewpoint
1. I think your report is
excellent.
2. You simply do notunderstand what I am
saying.
3. We offer three service
plans
You-viewpoint
1. You wrote an excellent
report.
2. Perhaps an example willhelp make the idea clearer.
3. Choose the service plan
that best meets your needs
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Providing for Feedback
Ask directly or indirectly for the response
Assist the receiver in giving the response