Essentials of Business Communication

Cambodian Mekong University Essentials of Business Communication (MN117)

Lecturer: Chhin Kona

Essentials of Business Communication (MN117)

1. In what ways do communication skill acts as a career filter?

Your ability to communicate will make you marketable and continue to be

your ticket to success regardless of the economic climate.

2. Would your culture be classified as high-or-low-context? Why?

My culture be classified as high-context, because our country is a country in

ASIA which have very beautiful culture and this culture is very good and have

a lot of advantages for the country, so we need to care and maintain our culture

for our next generation.

3. What is the definition of “Soft Skills”? What are soft skills you need to

have at current work place? Briefly explain.

Soft skills are essential career attributes that include the ability to

communicate, work well with others, solve problems, make ethical decisions,

and appreciate diversity.

In my current workplace I work as a call center, so I need some soft skills such

as:

Ability to communicate: I need to know at least two languages, need to

be patient, and friendly.

Work well with other: I need to be friendly and help each other.

Ability to solve the problem: I need to be flexible to find solution for the

customers.

4. Explain the three steps in the writing process?

Three steps in the writhing process:

Prewriting: The first phase of the writing process involves analyzing

and anticipating the audience and then adapting to that audience.

Writing: The second phase of the writing process includes researching,

organizing the message, and actually writing it.

Revising: The third phase of the writing process involves revising,

proofreading, and evaluating your letter.



5. What is bias-free language? Provide several examples of biased language

and bias-free alternative?

Bias-free language is language that is sensitive to people’s sex, race, age,

physical condition and many other categories.

Example:

The teacher…she Teachers…they

Foreman, flagman, workman lead worker, flagger, worker

Businessman, salesman businessperson, sales representative

6. What is ‘you’ view? Why do you need to use the ‘you’ view in business

writing? Briefly explain with examples.

‘You’ view is among the most important adaptive writing techniques are

developing audience benefits and cultivating.

Because it focus on audience benefits. When your goal is to inform, persuade,

or promote goodwill, the catchiest words you can use are you and your. For

example: Your order will be delivered by UPS in time for your sales promotion

December 1.

7. Why should business writers strive for conciseness?

Because conciseness allows for an easier conveying of messages. You only

have 1-7 seconds to convince a reader and 90 second to confirm their attention,

so concise messages are more likely to capture the attention and keep it.

8. In proofreading, is it difficult to find your own error? How can you

overcome this barrier?

Because most of us read what we "thought" we wrote. To help: allow 24 hours

or longer to "cool" the document before proofreading. Also try changing the

font or printing on different paper so that you feel you are reading something

different.



9. What is different between “Direct strategies” and “Indirect strategies”?

What each benefits of both strategies?

Direct Strategies: Placing the main idea at the beginning of the message.

Benefits of direct strategies:

Saves the reader’s time. Many of today’s businesspeople can devote only a

few moments to each message. Messages that take too long to get to the

point may lose their readers along the way.

Sets a proper frame of mind. Learning the purpose up front helps the

reader put the subsequent details and explanations in perspective. Without a

clear opening, the reader may be thinking, why am I being told this?

Prevents frustration. Readers forced to struggle through excessive verbiage

before reaching the main idea become frustrated. They resent the writer.

Poorly organized messages create a negative impression of the writer.

Indirect Strategies: Placing the main idea later in the message (after the

details, explanation, or evidence).

Benefits of indirect strategies:

Respects the feelings of the audience. Bad news is always painful, but the

trauma can be lessened when the receiver is prepared for it.

Encourages a fair hearing. Messages that may upset the reader are more

likely to be read when the main idea is delayed. Beginning immediately with

a piece of bad news or a persuasive request, for example, may cause the

receiver to stop reading or listening.

Minimizes a negative reaction. A reader’s overall reaction to a negative

message is generally improved if the news is delivered gently.

10. What are some of the danger of e-mail?

A hasty e-mail may end up in the boss’s mailbox or be forwarded to an

enemy. An erased messages can remain on multiple servers that are backed up

by companies or ISP. E-mail turned into the “smoking gun” uncovered by

prosecutors to prove indelicate or even illegal intentions.



11. What are blogs, and how does business use them?

Blog are the web-page which allow business people can access their

advertising, announcement, company information etc. Business people use

blog to convenient communication though the customer and investor by E-

Communication.

12. How can you make messages delivering instruction most readable?

The way to make your message readable are:

Employing WhiteSpace

Understanding Margin and Text alignment

Choosing an appropriate typeface

Capitalize typefont and size

Numbering and bullet list for quick

Add heading for visual impact.

13. What are the business communicator’s most important goals in

communicating negative news?

The most importance goal for business communicator in negative message

are:

Explaining clearly and completely

Projecting a professional image.

Conveying empathy and sensitivity

Being Fair

Maintaining friendly relations.

14. When is the direct strategy in communicating bad news preferable?

The direct strategy in communication bad news is preferred when:

When the bad news is not damaged

When the receiver may overlook the bad news

When the organization is prefer the directness.

When firmness is necessary



15. How can the passive voice be used effectively in bad-news messages?

Provide an original example.

Passive Voice verb enable you to depersonalize action. Whereas the active

voice focus attention on a person. The passive voice can also highlight the

action as well. Ex: Although franchise scoop shop owner cannot be

required to lower their frozen yougort price, we are happy to pass along

your comment for their consideration.

16. What is communication? And what is effective communication?

The process of sending and receiving message through verbal or nonverbal

means--speech (oral communication), writing (written communication), signs,

signals, or behavior. Effective communication takes place when a sender's

message is fully understood by the receiver.

17. What are the steps in sending negative message? Briefly explain each

step.

There are four step to delivering negative message:

Buffer: buffer is also called as the way to reduce the shock or pain, doing

the negative message is about how you stating with buffer with indirect

message.

Reasons: it’s the most importance part to denying a request or reveal other

bad news. It may exactly need to explain clearly whether confidential or

not.

Bad news: start the bad news in this point with indirectly as well to reduce

the shock or pain, using passive voice to depersonalize action.

Closing: closing is the pleasure statement to promote goodwill to the

reader.



18. Now we are living in new technology ear. Why are letters still important

in doing business?

Although nowadays technology is easiest way to send message, but the

confidential message still need paper-based or letter. Firstly secure,

confidential, immediately, and acceptable. If you sent the confidential by

online there will be no secure, not feedback as well.

19. What are the communication contexts? Briefly explain each one?

There are five type of communication context:

Intrapersonal communication: involve one person it’s also call self-talk

Interpersonal communication: normally involves two people, and can

range from intimate and very personal to formal and impersonal.

Group Communication: is a dynamic process where a small number of

people engage in a conversation.” Group communication is generally

defined as involving three to eight people.

Public Communication: one person speaks to a group of people.

Mass Communication: involves sending a single message to a group.

20. What are the Five Ss for writing Goodwill messages? Briefly explain

each.

Documents

Essentials of Business Communication