Unit 1Business communication basics

BUSINESS COMMUNICATIONENGB213

OverviewEffective communication – an organisation’s lifebloodBenefits of effective communicationCommunication in a changing workplaceMethods of communicationChoosing the channel of communicationSummary of communication choicesKey stages in the communication cycleBarriers to communicationThe flow of communicationIntercultural sensitivitiesChecklist for communicating effectively across culturesSeven steps to effective communicationThe impact of information technologySuccessful communication – key points to remember

Effective communication – an organisation’s lifebloodWe communicate every day – talking to people on

the phone / in person, taking dictation, writing letters, reports, emails

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)

Benefits of effective communicationGood communication at all levels is essentialSUCCESS:Stronger decision-making and problem-solvingUpturn in productivityConvincing and compelling corporate materials

Clearer, more streamlined workflow

Enhanced professional image

Sound business relationships

Successful response ensured

Communication in a changing workplaceEffective 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 scaleThe information age- Constant challenge to get recipient’s attentionTeam-based business environments- Teamworking is regarded as important

Methods of communication

Methods of communication

Choosing the channel of communicationThe channel/means that is chosen to send a

message is very important;Can influence the message and how it is

interpreted by the recipientFactors:

Summary of communication choicesUse oral channels when:

the message is simpleneed immediate responsedoesn’t need permanent recordmessage has emotional factor

Use written channels when:message is detailed or requires careful planningdon’t need immediate responseneed to have permanent, written recordminimise distortion

Use electronic channels when:speed is importanttime zones differphysically separated from audience

Key stages in the communication cycle

Key stages in the communication cycle

Barriers to communication

Barriers to communication

Also known as ‘body language’.Include:

Facial expressionsGesturesMovementEye contactHead nod

Non-verbal signals

Barriers to communication

Choice of words is vital to the effectiveness of communication.

Consider:Foreign languagesDialects (form of language peculiar to specific

region/social group)Regional accents (variation in the way language is

spoken)Use of technical/specialist language

Language

Barriers to communication

Listening is a skill that demands careful concentration for a communication to be understood.

Success of gaining attention depend on:the words usedthe way communication is expressedinterest in the speakerinterest in the communicationother factors

Listening

Barriers to communication

What is understood often conditioned by what we already know and by our background knowledge and experience.

We often hear what we want to hear instead of what has actually been said.

Pre-judgemen

t

Barriers to communication

Effectiveness of communication depends on our relationship with the person giving the message.

May break down or fail if relationships between people are not good

Relationships

Barriers to communication

Communication cannot succeed if a person is highly emotional about the topic.

If emotions are high on the part of the sender or recipient, better to wait for a while before trying to put the message across.

Emotional

responses

Barriers to communication

In any organisation there should be prescribed systems or procedures for getting messages to the people who need them.

Systems

Barriers to communication

Other common barriers:

• noise• inappropriate medium• assumptions / misconceptions• emotions• physical barriers• distractions• jargons / technical terms

The flow of communication

Intercultural sensitivitiesWhat is Culture?

Shared system of beliefs, attitudes, values, expectations and norms of behaviour

Acknowledging cultural differencesNot judging other people by your own standardsEssential to retain an open mindAvoiding ethnocentrism – recognising differences

- avoid assumptions - do not pre-judge

Checklist for communicating effectively across cultures

Seven steps to effective communication

The impact of information technology

Successful communication – key points to remember

ReadListen intelligentlyThink and planUse appropriate languageBe open-mindedSelect appropriate mediaTime your communication appropriatelyUse appropriate languageObtain feedbackAim high