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CHAPTER 1
Business Communication
Foundations
Ch 1 - 1
Outlines/ Learning Objectives
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
protected website for classroom use.
Ch 1 - 2
Importance of business communications
Goals of business communications
Patterns of business communications
Communication process
Potential communication barriers
Learning Objective 1
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
protected website for classroom use.
Ch 1 - 3
Why is business communication
important to individuals and
organizations?
Business Communication is Important to
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
protected website for classroom use.
Ch 1 - 4
Enhance your self-esteem
Become an effective employee
Advance in your career
Positively affect an organization’s
success
Learning Objective 2
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
protected website for classroom use.
Ch 1 - 5
List and explain the goals of business
communication.
Goals of Business Communication
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
protected website for classroom use.
Ch 1 - 6
Receiver understanding – message interpreted as
sender meant it to be
Receiver response – receiver responds to the message
Favorable relationship – people involved relate to
each other positively, personally, and professionally
Organizational goodwill – the receiver has confidence
in the organization and is willing to continue the
business relationship
Learning Objective 3
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
protected website for classroom use.
Ch 1 - 7
Describe the patterns of business communication.
Patterns of Business Communication
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
protected website for classroom use.
Ch 1 - 8
Internal
Vertical, Horizontal, Network
PRESIDENT
MARKETING MANAGER
ASSISTANT MANAGER
OFFICER 1
OFFICER 2
FINANCIAL MANAGER
ASSISTANT MANAGER
OFFICER 1
OFFICER 2
OPERATION MANAGER
ASSISTANT MANAGER
OFFICER 1
OFFICER 2
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
protected website for classroom use.
Ch 1 - 9
Formal communication Business related, planned
Flows in all directions
Eg: Memo
Informal communication Business related, personal information
Unplanned
Essential for human relationships
Eg: E-mails on news
Serial Downward/upward flow
Messages changed as passed
Eg: Gossip
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
protected website for classroom use.
Ch 1 - 10
External
Customers, suppliers, competitors etc
Must be high quality
Learning Objective 4
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protected website for classroom use.
Ch 1 - 11
Explain the communication process.
Communication Process
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Ch 1 - 12
The communication environment
includes the sender, the message, the
receiver, feedback, and
communication barriers.
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
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Ch 1 - 13
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
protected website for classroom use.
Ch 1 - 14
Office politics
Competitive environment that exists within the corporate
culture
Sender’s and receiver’s roles
Sender-select type of messages, analyzes receiver, uses
you-viewpoint, provides for feedback etc
Receiver- listen/read carefully, make notes, provide
feedback etc
Sender- primarily responsible
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
protected website for classroom use.
Ch 1 - 15
Communication types and channels
Types: Verbal, Non verbal
Channels: Written messages, Oral messages
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Ch 1 - 16
The You-Viewpoint
Analyze the receiver
Knowledge
Interests
Attitudes
Emotional reaction
Using You-viewpoint
Key to achieving business communication goals
Provide feedback
Ask and assist for feedback
Learning Objective 5
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protected website for classroom use.
Ch 1 - 17
Identify communication barriers and
describe ways to remove them.
Communication Barriers
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Ch 1 - 18
Poor word choice
Denotative/connotative, idioms
Incorrect grammar, sentence structure,
punctuation, and spelling
Wrong message type
Poor message appearance
More Communication Barriers
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except for use as permitted in a license distributed with a certain product or service or otherwise on a password-
protected website for classroom use.
Ch 1 - 19
Poor appearance of the sender
Distracting environmental factors
Receiver’s capability
Ineffective listening skills
Remove Communication Barriers
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Ch 1 - 20
To remove communication barriers,
analyze the receiver and use the you-
viewpoint in your messages.
ACTIVITY
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Ch 1 - 21
Recognize the communication barriers of the
following slides
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Ch 1 - 22
GOOGLED
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Ch 1 - 23
Situation: A salesman trying to convince a group of
elderly people at Kampung A to buy his products
using high-level English
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Ch 1 - 24
WHAT HAVE WE LEARNT SO FAR?
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Ch 1 - 25
Importance of business communications
Goals of business communications
Patterns of business communications
Communication process
Potential communication barriers
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