Mr. Valanzano
Business Communications
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Communication – the transfer or exchange of
thoughts, information, ideas, and feelings by
speech (verbal), writing, or signals (nonverbal)
How do you communicate on a daily basis?
ONE-WAY
COMMUNICATION
Why is one-way communication not effective?
TWO-WAY
COMMUNICATION
How can the receiver give feedback?
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There are 5 Elements of Communication
involved at work:
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Situation
Sender
Receiver
Message
Purpose
Which element do you think will be most important? Why?
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What is happening and where it is happening
that needs to be communicated
No matter what job site, communication is
constantly happening
As the situation changes, the types of
communication activities may also change
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The person who is speaking, writing, or using
signals to deliver a message
A sender’s background, experience, attitudes,
and skills will affect the message
At work, the sender’s ideal image should be
one of competence, confidence, and
cooperation towards co-workers
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Also known as the audience, the receiver of a
message could be 1 person or a large group
Receivers can be divided into 2 groups: specialists
and the general audience
Specialists – people who have interest, experience
and knowledge in a particular field
General Audience – clients, customers, patients,
sales reps, suppliers, and the general public
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The information and ideas relayed by the sender to
the receiver/audience
A message can be spoken, written, or visual
If communicated in an unclear manner, messages
can cause workers to waste time, materials, and
money
GAME
TIME!
DO YOU REMEMBER THE
TELEPHONE GAME?
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Messages can have many purposes: to amuse
(telling a joke), to inform (about a situation,
need, problem, or success), or persuade (to
make a decision, revise an opinion, take an
action)
Most communication at work is informative or
persuasive, and it is always to make
something happen
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Questions an effective sender will ask him or herself
about the receiver/audience:
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What does the audience need to know?
What does the audience already know?
How many people are in the audience?
How old is the audience?
How much education does the audience have?
What is the audience’s attitude toward the subject?
How much time an the audience spend decoding the message?
What is the audience’s job?
Will the audience pass the message along to someone else?
What is the audience supposed to do after receiving the
message?
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A good audience will ask the following questions
during and after the message is delivered:
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Why should I read (or listen to) the message?
What qualifies the writer (or speaker)?
What kinds of information are contained in this message?
Can I understand this message without spending a lot of
time and effort?
Is this fact or someone’s opinion?
What’s in it for me?
What am I supposed to do now?
What will happen if I do it?
An effective sender will have already asked these questions to him or herself before
sending the message. An effective message will answer all of these questions.
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Once the message has been delivered and feedback
has been given, the sender can adjust the message
to clear it up for the same audience or improve it
for the next audience
Questions to consider when adjusting a message:
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What information does the audience need and want?
What form should the message take?
How will the audience use this message?
What vocabulary will the audience understand?
Will the audience have the desire to read or listen, or will
I have to get their attention?
Will an illustration help the reader understand?
How can I capture and keep their attention?
What kinds of sentences will be most effective?
How should the information be organized?
How can I convince the audience to do what I want?
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GOOD LISTENER
Listens closely to what
is said
Keeps eyes on the
speaker
Remains quiet
Asks appropriate
questions to help clarify
what the speaker says
Acts interested
Listens for emotional
content
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POOR LISTENER
Lets mind wander
Lets eyes wander
around the room
Distracts the speaker
Does not respond to the
speaker
Acts bored
Listens only to the
words
Does not listen for
hidden meanings
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The behavior of a good and poor listener can
often be see in the forms of feedback.
Verbal Feedback – talking to the speaker,
asking questions, giving constructive criticism
Using feedback helps to build successful
communication because it often helps clarify
the message.
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Tone – attitude show through the voice
To communicate effectively it is important to
speak with and listen for respect, courtesy, and
competence.
When communicating, it is important to
analyze not just the words of the person
speaking, but also the:
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sounds of the words
emotional content
physical movements
facial expressions