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 , through 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:

CostConfidentialitySafety and securityInfluenceUrgencyDistanceTime of dayResourcesWritten recordRecipient

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

Barriers to communication

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

Common Errors and ClichéA lot

- never use alotAbove-mentioned

- Instead of using Thank you for registering for the above-

mentioned workshop. use

Thank you for registering for this workshop.Affect/effect

- Affect is a verb meaning ‘to influence’.The fall in productivity will affect our profits

this month.- Effect is a noun meaning ‘result’.

The fall in productivity will have an effect on our profits this month.

Common Errors and Cliché1. Ten years have (passed/past) since the two companies

merged.2. When you take a problem to your manager, be sure to

offer an (alternative/alternate) solution.3. Good teachers should try to (elicit/illicit) answers from

their students than telling them everything.4. Perhaps you can ask the chairman to (defer/deter) the

decision until the next meeting.5. When the company received a lot of adverse publicity,

the staff (moral/morale) was very low.6. Always (insure/ensure) that you proofread your

documents carefully before sending them out.7. I have asked Martha to write (formally/formerly) to John.8. Mark has always (aspired/inspired) to be a manager.9. The CEO’s speech has a great (affect/effect) on staff

motivation.10. Please let me have your expert (advice/advise) on this

issue.