BUSINESS COMMUNICATION ENGB 213 Unit 1 Business communication

BUSINESS COMMUNICATION ENGB 213 Unit 1 Business communication basics

Overview Effective communication – an organisation’s lifeblood Benefits of effective communication Communication in a changing workplace Methods of communication Choosing the channel of communication Summary of communication choices Key stages in the communication cycle Barriers to communication The flow of communication Intercultural sensitivities Checklist for communicating effectively across cultures Seven steps to effective communication The impact of information technology Successful communication – key points to remember

Effective communication – an organisation’s lifeblood We 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 communication Good communication at all levels is essential SUCCESS: Stronger decision-making and problem-solving Upturn in productivity Convincing and compelling corporate materials Clearer, more streamlined workflow Enhanced professional image Sound business relationships Successful response ensured

Communication in a changing workplace Effective 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 scale The information age - Constant challenge to get recipient’s attention Team-based business environments - Teamworking is regarded as important

Methods of communication

communication The channel/means that is chosen to send a message is very important; Can influence the message and how it is interpreted by the recipient Factors: Cost Confidentiality Safety and security Influence Urgency Distance Time of day Resources Written record

Summary of communication choices Use oral channels when: The message is simple Need immediate response Doesn’t need permanent record Message has emotional factor Use written channels when: Message is detailed or requires careful planning Don’t need immediate response Need to have permanent, written record Minimise distortion Use electronic channels when: speed is important Time zones differ Physically separated from audience

cycle Sender Recipient • 1. Conceive message • 2. Encode message • 3. Select appropriate channel • 4. Decode message • 5. Interpret message • 6. Feedback

Barriers to communication None-verbal signals Prejudgement Language Listening Relationships Emotional responses Systems

The flow of communication Vertical communication • Most frequent, follows chain of command Horizontal communication • Occurs between people of the same status Diagonal communication • Between people in different departments/ levels The grapevine • Occurs when the correct lines of communication are not used

Intercultural sensitivities What is Culture? Shared system of beliefs, attitudes, values, expectations and norms of behaviour Acknowledging cultural differences Not judging other people by your own standards Essential to retain an open mind Avoiding ethnocentrism – recognising differences - avoid assumptions - do not pre-judge

Checklist for communicating effectively across cultures Show respect Avoid distraction Show empathy No prejudging Be openminded Be patient Look for similarities Send clear messages Recognise prejudices Treat as individuals

Seven steps to effective communication

The impact of information technology

Successful communication – key points to remember Read Listen intelligently Think and plan Use appropriate language Be open-minded Select appropriate media Time your communication appropriately Use appropriate language Obtain feedback Aim high