Lecture One (1)
Chapter One (1)
BUSINESS COMMUNICATION
FUNDAMENTALS OF…
1/8/2018
1
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Learning Objectives
•
•
•
•
•
•
Define communication and communication process
Understand why we communicate
Know different types of communication
Identify seven (7) main elements of communication
Identify communication problems
Understand the role of managers & communication in
workplace
1/8/2018
2
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Introductory Exercises
1. Write five words that express what
you want to do and where you want
to be a year from now. Take those
five words and write a paragraph that
clearly articulates your responses to
both “what” and “where.”
Short Term Goals
2. Think of five words that express what
you want to do and where you want
to be five years from now. Share your
five words with your classmates and
listen to their responses. What
patterns do you observe in your
discussions?
Long Term Goals
1/8/2018
3
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Definition
o
What is BUSINESS?
 Business includes those
organizations, which are engaged in
the production and distribution of
goods and services to earn profit.
An organization or economic
system where goods and services
are exchanged for one another or
for money.
1/8/2018
4
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Definition cont’d…
o What is COMMUNICATION?
 The word “Communication” comes from the
Latin word “Communicare” which means to
impart, to participate, to share or to make
common.
 It is a complex process often involving reading,
writing, speaking and listening. It may be verbal
and non-verbal (or a mixture of both), and it
uses a variety of media (language, mass media,
digital technology, etc.).
 Specifically - communication is the transmission
and reception of ideas, feelings and attitudes –
verbal and non-verbal – that produce a
response either within or outside of an
organization.
1/8/2018
Prepared by Allen C. Monyomb©ITI_Alotau_2017
5
Reasons Why We Communicate?
o Five common reasons include;
1. To make our needs known (wants, desires etc.)
2. Initiate Action (to influence others to do something etc.)
3. Share Information (updates on current updates, issues etc.)
4. Persuade Others ( influence others with ones ideas, beliefs etc.)
5. Establish links with the people (create relationships, aware of events, issues.)
1/8/2018
6
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Forms Of Communication
VERBAL (ORAL & WRITTEN)
Spoken & Written Words
NONVERBAL
Gestures & Facial Expressions
GRAPHICS
Arts, Pictures/Posters etc.
1/8/2018
7
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Forms Of Communication: Components
1/8/2018
8
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Types Of Communication
INTRAPERSONAL
Introspect/communicating by self
(daydreaming, studying and talking,
self awareness)/ when you bring
ideas to consciousness, ponder how
you feel about something, or figure
out the solution to a problem.
INTERPERSONAL
One to one briefing, feedback,
customer relations etc. (involves two
people, and can range from intimate
and very personal to formal and
impersonal).Two-way communication
1/8/2018
9
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Types Of Communication cont’d…
MASS
PUBLIC
Speech, public address, meetings etc. Mass media such as newspapers,
magazines, news agencies, TV etc.
Mostly one way communication
One way communication
1/8/2018
10
Prepared by Allen C. Monyomb©ITI_Alotau_2017
The Communication Process Model
1/8/2018
11
Prepared by Allen C. Monyomb©ITI_Alotau_2017
The Communication Process Model cont’d…
o Sender - The very first step in the process of
communication is generation of thought in the
sender’s mind and can be about anything; a
request, order, inquiry or any other such activity.
INTRAPERSONAL COMMUNICATION starts here
and eventually leads to LEADERSHIP Roles.
o Message - The thought generated in the mind
of sender is ambiguous and unable to be
communicated unless it is put into a receivable
form. It is raw and incomplete.
o Encode - This step is where the sender converts
his thought into a message by means of a
language. For example, a sender thinks about
having a job. Now, he will put his thought on a
paper. That is called job application. In his way,
his thought becomes a message.
1/8/2018
Prepared by Allen C. Monyomb©ITI_Alotau_2017
12
The Communication Process Model Cont’d…
o Channel – The encoded message can now be transmitted to the receiver through a
suitable medium such as electronic media as T.V., E-mail, radio etc. or print media like
newspaper, magazines, letters or merely sound that is transmitted through the
medium of air.
o Noise/Barriers - The sender faces lots of barriers
during message transmission. These barriers(noise)
are as explained ;
i) On sender’s side - Noise and barriers may take place
during the process of encoding. Some of them may be
caused by distraction, lack of concentration, typing
mistake, poor language etc.
ii) In the medium - Some barriers are caused by medium
such as poor transmission on T.V. and radio misprinting in
newspapers etc.
iii) On receiver’s side - The receiver can also create
certain barriers to the receiving of message such as poor
reading ability, emotions, lack of concentration etc.
Message sent may be different to what is received.
1/8/2018
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Barriers
13
The Communication Process Model Cont’d…
o Context/Setting – Formal or informal
message.
o Decode - This is the process of converting
the language of message to get its meaning.
For instance, the receiver, having received
job application, reads the application and
understands the message conveyed by the
applicant.
o Receiver – After decoding into meaningful
stage, the reader now tries to make understand
it.
o Feedback – The receiver must respond to the
message in order for the communication to be
complete. The response can be either negative,
positive, or for further enquiry.
1/8/2018
14
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Communication Barriers/Noise
o Physical Noise - originates from the
physical/external environment that
prevents hearing of the message e.g.
people
talking
during
phone
conversation/public/oral speech.
o Technical Noise - interference in the
channel of communication e.g.
telephone lines, radio and TV
malfunctions.
o Social Noise - Interference between
the parties such as dislikes, or ages.
o Psychological Noise - disturbance
from self such as being hungry while
reading, sick etc.
Barriers/Noise/Roadblocks
1/8/2018
15
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Communication Barriers: Factors
Some factors that cause communication barriers include:
Inappropriate Choice of Words
Inappropriate Channels
Inappropriate Message
Receiver Inattention
Lack of Courtesy by Sender/Receiver
Unmatched Non-verbal Communication
Different Cultural Backgrounds
Poor Layout & Presentations
Inappropriate Timing
Inappropriate Feedback
1/8/2018
16
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Solutions To Communication Barriers
o Sending Message
 Keep Message short, simple and
clear. Edit, proof read before
sending.
 Careful note of receiver’s feedback.
Correct the feedback if incorrect and
respond accordingly
 Choose appropriate language & best
communication channel. Use the
level of English as per the
qualification of the receiver/sender.
E.g. High School Vs. University
 Judge & evaluate the message for
positive and negative effect. Ensure
the context and content of the
message is correctly address to the
receiver concern so as to solicit
positive outcome rather than
negative
1/8/2018
17
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Solutions To Communication Barriers Cont’d..
o Empathy - feeling an awareness of the other party and
his/her point of view. Placing self in other people shoes to
understand their feelings and emotions to determine the
correct message to send.
o Communication Within Workplace - information should
be up to date, clear, accurate, timely and complete to ensure
efficient and effective business decisions are made.
o Communication By Leaders & Managers
 Control. Monitor and evaluate performances of employees,
company etc. to ensure conformity to set guidelines, policies
and procedures. It is a check and balance function/tool.
 Motivation. It is a process/tool that is used to drive positive
actions from employees in an organization towards efficient
and effective performance to achieve set goals and objectives.
 Balancing needs & goals. Ensures the company and its
employees’ personal goals including needs and wants are met
accordingly.
1/8/2018
18
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Social Media Vs. Real Life
1/8/2018
19
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Summary
o Identify the different forms of communication
Verbal, non-verbal & Graphic
o Discuss different types of communication
Intrapersonal, Interpersonal, Public & Mass
o Analyze the elements to communication process
Sender, Message, Channel, Noise, Context, Receiver
and feedback.
o Identify barriers to communication
Inappropriate Choice of Words, Inappropriate Channel,
Inappropriate Message, Receiver Inattention, Lack of
Courtesy by Receiver or Sender, Non Verbal
Communication Inconsistent With Message, Different
Cultural Backgrounds, Layout & Presentation,
Inappropriate Timing and Inadequate Feedback
1/8/2018
20
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Summary Cont’d…
o Outline the role of communication in
the workplace
Information replayed is up to date,
clear, accurate, timely and complete to
ensure efficient and effective business
decisions are made.
o In concluding this chapter, we can safely
assert that “Communication” forms a
part of our self-concept, and it helps us
understand ourselves and others better,
solve problems and learn new things, and
build our career. But, the “main objective
of communication is not the transmission
but the reception.”
1/8/2018
21
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Questions
1/8/2018
Prepared by Allen C.
Monyomb©ITI_Alotau_2017
22
Review Questions
1. Communication is an interactive process. Briefly
explain.
Ans: Simply means a two way communication process
that requires mutual collaboration by both parties
involve in the communication. Should not be one sided.
2. Define and give an example of verbal, nonverbal and
graphic communication.
Ans: Verbal- can be oral or written such as a talking
or a written letter.
Non Verbal- does not involve written or oral but the
hidden meaning inside or gestures used. Graphic-uses
pictures, diagrams etc. to replay message or provide
information such as a poster on mouth cancer.
3. List four different types of communication.
Ans: Intrapersonal, Interpersonal, Public and Mass
Communication
1/8/2018
23
Prepared by Allen C. Monyomb©ITI_Alotau_2017
Review Questions Cont’d…
4. Explain in your own words, the main reasons why people communicate.
Ans: People communicate for different reasons. Some examples included;
- To make our needs known (wants, desires etc.)
- Establish links with the people (create relationships, aware of events,
issues etc.)
- Initiate Action (to influence others to do something etc.)
- Share Information (updates on current updates, issues etc.)
- Persuade Others ( influence others with ones ideas, beliefs etc.)
5. Identify four types of noise and explain how these communication
problems can be resolved.
Ans:
Physical Noise – disturbance from the physical environment such as jet engine
Technical Noise – interference in the communication channel. E.g. radio
broken
Social Noise – barriers due to emotional or status, ages etc.
Psychological Noise – personal hindrances such as hunger, sick, nature call etc.
1/8/2018
24
Prepared by Allen C. Monyomb©ITI_Alotau_2017
“Thanks & BYE
NOW”
the…..
1/8/2018
25
Prepared by Allen C. Monyomb©ITI_Alotau_2017