2.Understanding Business
Communication
Effective communicator
They absorb and transmit information efficiently.
BY:
 Know how to put together the words that will
convey their meaning
 Reinforce the words with gestures and actions.
(look you in the eye, listen to what you have to
say, think about your feelings and needs)
 Study your reactions, picking up nuances of your
response (by watching your face and body,
listening to your tone of voice, and evaluating
your words).
Forms of communication
Description Nonverbal
communication
Verbal
communication
Structure
less structured
structured
Intent and
spontaneity
unplanned,
unconscious
planned,
conscious
Nonverbal communication
-
The most basic and has more impact
Reliable and efficient
Types of Nonverbal communication
1.
2.
3.
4.
5.
6.
Facial expressions and eye behavior
Gestures and postures
Vocal characteristics
Personal appearance
Touching behavior
Use of time and space
Use and interpretation depend on the
contexts (situation and culture)
Verbal Communication
Why do we need language to communicate?
Business Time spend on
Communication Channels






Receiving
Listening
Reading
Sending
Speaking
Writing
45%
16%
30%
9%
Showing:
- People spend more time receiving than
transmitting information
- People prefer oral than written communication
channels
register the information
interpret and evaluate the information
respond to the information
file the information away
Process of Communication
The sender has an idea
The idea becomes a message
The message is transmitted
The receiver gets the message
The receiver reacts and sends feedback
Formulating a message
•
•
•
While formulating a message, barriers
may appear in the forms of:
Indecision about content
Lack of familiarity with the situation or the
receiver
Difficulty in expressing ideas
Overcoming communication barriers
A. Between people
Factors
1.
2.
3.
4.
5.
6.
Differences in perception
Incorrect filtering
Language problems
Poor listening
Differing emotional states
Differing backgrounds
Solutions
B. Within organizations
Factors
Information overload
2. Message complexity
3. Message competition
4. Differing status
5. Lack of trust
6. Inadequate communication
structures
7. Incorrect choices of medium
8. Closed communication climate
9. Unethical communication
10. Inefficient communication
11. Physical distraction
1.
Solutions
Five traits of successful communication
Perception
 Precision
 Credibility
 Control
 congeniality

How to improve communication
Creating the messages carefully
 Minimizing noise in the transmission
process
 Facilitating feedback

For discussion (groups of 4-5 people)
1.
2.
3.
Solving a communication dilemma at Ben
& Jerry’s homemade
Questions for Discussion, no. 1 and 2
Document for analysis
Assignment (+ to replace 1st week)
Read and summarize chapter 3 & 4. To be
submitted next week.
REMEMBER: not reading the chapters
carefully will be your loss.