CHAPTER 1

Business Communication

Foundations

Ch 1 - 1

Outlines/ Learning Objectives

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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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Ch 1 - 3

Why is business communication

important to individuals and

organizations?

Business Communication is Important to

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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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Ch 1 - 5

List and explain the goals of business

communication.

Goals of Business Communication

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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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Ch 1 - 7

Describe the patterns of business communication.

Patterns of Business Communication

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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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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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Ch 1 - 10

External

Customers, suppliers, competitors etc

Must be high quality

Learning Objective 4

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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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Ch 1 - 13

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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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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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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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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