Perdagangan AMIENURUL FAIDZAN BINTI MOHD AMIN SITI YUMMY FARIDATUL AKMAR BINTI MOHAMAD DPB 40093 BUSINESS COMMUNICATION NOR FARHANA BINTI ABU LANI
Managing Editor Siti Hajar Binti Khazali Editor Siti Hajar Binti Khazali Amienurul Faidzan Binti Mohd Amin Siti Yummy Faridatul Akmar Binti Mohamad Nor Farhana Binti Abu Lani Faezah Binti Kamisan Writer Amienurul Faidzan Binti Mohd Amin Siti Yummy Faridatul Akmar Binti Mohamad Nor Farhana Binti Abu Lani Designer Amienurul Faidzan Binti Mohd Amin Siti Yummy Faridatul Akmar Binti Mohamad Nor Farhana Binti Abu Lani Application Publishers and Developers Amienurul Faidzan Binti Mohd Amin Siti Yummy Faridatul Akmar Binti Mohamad Nor Farhana Binti Abu Lani 1 st Edition 2021 All rights reserved. No part of this work may be reproduced, stored in any form or by any means without the written permission of the publisher.
Published by: Politeknik Muadzam Shah, Lebuhraya Tun Abdul Razak, 26700 Muadzam Shah, Pahang Darul Makmur
ACKNOWLEDGEMENT The success and final outcome of this eBook required a lot of guidance and assistance from many people and we are extremely fortunate to have got this all along the completion of Business Communication eBook. We aim to continuously contribute our efforts and knowledge for our students and look forward to provide the best for their understanding in business course. AMIENURUL FAIDZAN BINTI MOHD AMIN SITI YUMMY FARIDATUL AKMAR BINTI MOHAMAD NOR FARHANA BINTI ABU LANI Lecturer Commerce Department Muadzam Shah Polytechnic, Pahang iii
PREFACE BUSINESS COMMUNICATION provide a comprehensive view of communication, its principles and importance in business. It also covers the written and verbal communication skills which are important for effective business communication and the application in achieving the organizational goals. The topics covered in this eBook are in line with the latest syllabus prescribed by the Department of Polytechnic and Community College Education, Ministry of Higher Education Malaysia. This eBook contains the following six topics which consist of the fundamentals of good business communication and explore the latest communication method and trend in the workplace. The topics are introduction of business communication, the nature of business communication, workplace business communication, effective business communication skills and intercultural business communication. We hope a deeper understanding among Polytechnic students especially Diploma in Business Studies via the materials and exercises provided. Author: AMIENURUL FAIDZAN BINTI MOHD AMIN Lecturer, Commerce Department, Muadzam Shah Polytechnic, Pahang Master in Business Administration (MBA) SITI YUMMY FARIDATUL AKMAR BINTI MOHAMAD Lecturer, Commerce Department, Muadzam Shah Polytechnic, Pahang Master in Business Administration (MBA) NOR FARHANA BINTI ABU LANI Lecturer, Commerce Department, Muadzam Shah Polytechnic, Pahang Bachelor in Business Administrations (Hons) Marketing iv
T A B L E O F contents 1 I n t r o d u c t i o n o f B u s i n e s s C o m m u n i c a t i o n T h e N a t u r e o f B u s i n e s s C o m m u n i c a t i o n C h a n n e l o f B u s i n e s s C o m m u n i c a t i o n 2 3 Explain the concept of communication 1 Explain the importance of communication 10 Discuss the communication principles 11 Explain the importance of communication in business 12 Exercises 15 Explain the business communication process 17 Explain the business communication barriers 19 Explain the effect of business communication barriers 20 Discuss on overcoming barriers to effective business communication 21 Exercises 23 A C K N O W L E D G E M E N T S P R E F A C E C O N T E N T S Display the verbal business communication 24 Display the nonverbal business communication 42 Display the factors to consider when choosing channel of business communication 44 Exercises 47
4 4 Wo r k p l a c e Bu s i n e s s Commu n i c a ti o n Explain the business communication within the workplace 48 Explain the structure in organization 49 Discuss the formal organizations structure 51 Elaborate the informal organizations structure 57 Exercises 60 5 Eff e c ti v e Bu s i n e s s Commu n i c a ti o n Sk i l l s Display the characteristics for effective business communication 61 Demonstrate the effective business communication skills 63 Describe the principles of effective business communication 64 Exercises 66 I n t e r c u lt u r a l Bu s i n e s s Commu n i c a ti o n 6 Display the concept of culture and intercultural business communication 67 Display the process of intercultural business communication 73 Display the barriers to intercultural business communication 76 Organize on improving intercultural business communication skill 78 Exercises 80
i Course Outline 1.0 Introduction of Business Communication 1.1 Explain the concept of communication 1.1.1 Define the concept of communication 1.1.2 Explain the communication goals (i) To inform (ii) To request (iii) To persuade (iv) To build relationship 1.1.3 Discuss the communication models (i) Lasswell, Shahnon and Weaver’s model (ii) Berlo’s model (iii) Dance’s helical spiral 1.1.4 Explain the types of communication (i) Intrapersonal communication (ii) Interpersonal communication (iii) Public communication (iv) Mass communication 1.2 Explain the importance of communication 1.2.1 Describe the importance of communication (i) Promotes motivation (ii) Source of information (iii) Altering individual’s attitudes (iv) Helps in socializing (v) Controlling process 1.3 Discuss the communication principles 1.3.1 Explain the communication principles (i) Unavoidable (ii) Operates on two level (iii) Irreversible (iv) A process (v) Not a panacea
ii 1.4 Explain the importance of communication in business 1.4.1 Describe the importance of communication in business (i) Exchanging information (ii) Preparing and execution of plans (iii) Increasing employee’s efficiency (iv) Achieving goals (v) Solving problems (vi) Making decisions (vii) Improving industrial relation (viii) Publicity of goods and services (ix) Removing controversies (x) Enhancing employee satisfaction (xi) Enhancing loyalty EXERCISES
1 Topic 1: Introduction of Business Communication 1Introduction of Business Communication Whether it’s as simple as a smile or as ambitious, communication is the process of transferring interaction and meaning between senders and receivers, using one or more media and communication channels. The essence of communication is sharing – providing data, information, insights and inspiration in an exchange that benefits both you and the people with whom you are communicating. 1.1 Explain the concept of communication 1.1.1 Define the concept of communication Concept of communication The root of the word “communication” in Latin is communicare, which means to share, or to make common. Communication can be defined broadly as simply interaction between individuals or groups for the purposes of conveying information or sharing experience. Figure 1.0 indicate the transactional model of communication which start between sender and the receiver. This sharing can happen in a variety of ways, including simple and successful transfer of information, negotiations in which the sender and receiver arrive at an agree-on meaning, and unsuccessful attempts in which the receiver creates a different message that the one the sender intended. Figure 1.0 Transactional Model of Communication
2 Topic 1: Introduction of Business Communication 1.1.2 Explain the communication goals Communication goals can be divided into 4 points, which are:- i. To inform To ensure productive communication oriented toward goals, make sure that everyone is informed about all these aspects. Provide information of the entire work process ahead to everyone involved. ii. To request To ask for a specific action by the receiver. iii. To persuade To reinforce or change a receiver's belief about a topic and, possibly, act on the belief. iv. To build relationship Some messages you send may have the simple goal of building good-will between you and the receiver. 1.1.3 Discuss the communication models Communication theory is a complex topic. There are a lot of features of communication theory that can affect the process: sender, receiver, noise, nonverbal cues, cultural differences, and so on. It’s a lot to keep track of. To make things a little less complicated, the creators of the different communication theories paired them with communication models. As for this, we will just discuss some of the well-known communication theory such as; Lasswell, Shahnon and Weaver’s model, Berlo’s model and Dance’s helical spiral.
3 Topic 1: Introduction of Business Communication i. Lasswell Model Source: Lasswell, 1948 Figure 1.1 The Lasswell Formula Lasswell’s communication model was developed by communication theorist Harold D. Lasswell (1902-1978) in 1948. Lasswell’s model of communication (also known as action model or linear model or one way model of communication) is regarded as one of the most influential communication models. The Lasswell’s Communication Model consists of the basic questions below, aimed at a component and the gaining of an analysis:
4 Topic 1: Introduction of Business Communication ii. The Shanon-Weaver’s formula Figure 1.2 The Shanon-weaver’s formula Who This is the communicator, also called the sender, who formulates and spreads a message. The sender can also be an intermediary. Says What This is the content of the message or the message that the sender spreads. Which channel The channel describes the medium or media that are used to convey and spread the message. The medium can consist of several communication tools, mass media and social media. To whom This describes the receiver such as a target group or an individual called an audience. Which effect The effect is the result the message leads to. The so-called triangle of success ‘knowledge, attitude, behavior is often used to describe the desired effect.
5 Topic 1: Introduction of Business Communication This model is specially designed to develop the effective communication between sender and receiver. Also, they find factors which affecting the communication process called “Noise”. The model deals with various concepts like Information source, transmitter, noise, channel, message, receiver, channel, information destination, encode and decode. iii. Berlo’s model SMCR communication model refers to the Source-Message-Channel-Receiver model of communication developed by David Berlo in 1960. Therefore, the SMCR model of communication is known as Berlo’s Source-Message-Channel-Receiver model. Actually, Berlo invented this model based on the Shannon-Weaver communication model (1949). He described some factors that make the communication process more effective. SMRC represents the Source, Message, Channel, and Receiver that are also part of 9 essential communication elements of the basic communication process. The originator of message or the information source selects desire message. Sender The transmitter which converts the message into signals. Encoder The reception place of the signal which converts signals into message. A reverse process of encode. Decoder The destination of the message from sender. Receiver The messages are transferred from encoder to decoder through channel. During this process the messages may distracted or affected by physical noise like horn sounds, thunder and crowd noise or encoded signals may distract in the channel during the transmission process which affect the communication flow or the receiver may not receive the correct message. Noise
6 Topic 1: Introduction of Business Communication Figure 1.3 David Berlo’s SMCR Model of Communication The FOUR (4) essential elements of Berlo’s SMCR model of communication are: ● Source: Sender who initiates the communication process by sending information to the receiver. David Berlo describes five factors related to the source: Communication Skills, Attitude, Knowledge, Social Systems, and Culture. ● Message: Is the main substance conveyed by the source or sender of the communication to the receiver. Berlo proposed another five factors related to the message: Content, Elements, Treatment, Structure, and Code. ● Channel: Refers to the medium that carries the message from source or sender to receiver. Berlo highlighted the five senses as the communication factor connected to the channel, for instance, Hearing, Seeing, Touching, Smelling, and Tasting. There are many types of channels in communication such as telephone, TV, radio and newspapers. ● Receiver: Is the person who receives the message or information in the communication process. Berlo added the same factors of the sources, for example, Communication skills, Attitudes, Knowledge, Social Systems, and Culture, to the Receiver.
7 Topic 1: Introduction of Business Communication iv. Dance’s helical spiral Figure 1.4 Helical Model of Communication In 1967, Frank Dance has proposed the communication model called Dance’s Helix Model for a better communication process. The name helical comes from “Helix” which means an object having a three-dimensional shape like that of a wire wound uniformly around a cylinder or cone. He shows communication as a dynamic and non-linear process. Dance’s model emphasized the difficulty of communication. Frank Dance uses the form of a Helix to describe the communication process. He developed this theory based on a simple helix which gets bigger and bigger as it moves or grows. “The main characteristics of a helical model of communication is that it is evolutionary”. For example, a child crying at birth signifies the communication of the child to its parents. After some years, the child cries whenever the child needs anything like food or attention and starts communicating with words. Communication becomes more complex as the child grows into adult and to the existing moment. The adult uses the same pronunciations and use of words or facial expressions . From then on, it grows steadily as his life goes on.
8 Topic 1: Introduction of Business Communication 1.1.4 Explain the types of communication i. Intrapersonal communication Communicating with yourself is the definition of intrapersonal communication. It expands beyond the basic chat you might have while talking yourself through a task. The foundation of intrapersonal communication is self-awareness, taking in the various action from our internal and external surroundings and assessing the situation. For example, the way your family, teachers and early coaches and mentors spoke to you contributed to the self-image you have and how you ultimately communicate with yourself. Figure 1.5 Intrapersonal communication ii. Interpersonal communication Interpersonal communication is the process of face-to-face exchange of thoughts, ideas, feelings and emotions between two or more people. This includes both verbal and nonverbal elements of personal interaction. For example, between close colleagues and between supervisors and their staff. Managing how you communicate at this level can play a large role in your success within your workplace.
9 Topic 1: Introduction of Business Communication Figure 1.6 Interpersonal Communication iii. Public communication Communication that originates from a single source and is sent to a number of receivers. In organizations this can involve either internal or external communication. Carefully crafted messages targeted at the audiences using suitable language and effective channels are important here. Figure 1.7 Public Communication
10 Topic 1: Introduction of Business Communication iv. Mass communication Communication with mass audiences, generally through some form of media such as television, radio, newspapers or the internet. Understanding the pitfalls of mass communication and the best ways to manage it are crucial. Figure 1.8 Mass communication 1.2 Explain the importance of communication Communication is an integral instinct of all living things. The most important bearings of communication are best understood when there is a lack of it. The following discusses how important communication is and why it plays such a vital role in daily lives. i. Promotes motivation By informing and clarifying the employees about the task to be done and how to improve their performance, the manner they are performing the task, and how to improve their performance if it is not up to the mark. ii. Source of information Communication is a source of information to the organizational members for decision- making process as it helps identifying and assessing alternative course of actions.
11 Topic 1: Introduction of Business Communication iii. Altering individual’s attitudes It helps controlling members behavior in various ways a well-informed individual will have better attitude than a less-informed individual. Organizational magazines, journals, meetings and various other forms of oral and written communication help in create employees attitudes. iv. Helps in socializing Spending time to communicate with others helps people feel useful and life will be a greater purpose. When people have something to do, and someone counting to work on each other, it feels good to have great communication in effective ways. v. Controlling process Effective communication helps an organization increase profits by helping everyone understand the overall strategy and how to coordinate all the parts using controlling process. There are various levels of hierarchy and certain principles and guidelines that employees must follow in an organization. 1.3 Discuss the communication principles Most people admit that communication is important, but it is often in the back of people minds or viewed as something that “just happens.” Putting communication at the front of mind and becoming more aware of how to communicate can be informative and have many positive effects. i. Unavoidable People are communicating constantly even when they do not intend to communicate. It unavoidable because the way sit or move, by the way speak or wear it reflect on communication skills. ii. Operates on two level Communication between two level needed especially in daily conversations. Through this kind of communication people can maintain relationships. For examples are when people are talking to friends, a teacher and student discussing an assignment, a patient and a doctor discussing a treatment, a manager and a potential employee during an interview.
12 Topic 1: Introduction of Business Communication iii. Irreversible Every single word needs to be responsible. This means that people need take responsibility for their own communication choices and behavior. They are accountable taking responsibility for their information, decisions and actions been made. iv. A process The process of creating and exchanging meaning through symbolic interaction. As a process communication constantly moves and changes. It does not stand still. Meaning involves thoughts, ideas, and understandings shared by communicators. Symbolic means that we rely on words and nonverbal behaviors to communicate meaning and feelings. v. Not a panacea Communication is not a Panacea. Meaning communication alone will not cure things, but good communication will help. No matter how flexible the organizations strategy is , and no matter how clear and consistent the vision is, without a clear communication approach that conveys the principles and the direction of the transformation to people within the organization, failure will be the ultimate result of the transformation process. 1.4 Explain the importance of communication in business The “bottom line” is at the heart of every business. The bottom line is a company’s net income after all expenses have been paid out of its earnings. It determines whether or not people stay in business. And without effective business communication, people won’t. Whether they are running their own business, or just starting out on business career, people need to be a great communicator. There are some of the importance of communication in business can be discuss as below. i. Exchanging information Communication is mainly the exchange of information between two or more parties. Through communication, organizations exchange information with internal and external parties. Communication also brings dynamism in organizational activities and helps in attaining goals.
13 Topic 1: Introduction of Business Communication ii. Preparing and execution of plans Communication helps in preparing organizational plans and policies. Realistic plans and policies require adequate and relevant information. The managers collect required information from reliable sources through communication. iii. Increasing employee’s efficiency Communication also helps in increasing the efficiency of employees. With the help of communication, organizational objectives, plans, policies, rules, directives and other complex matters explain to the employees that broaden their knowledge and thus help them to be efficient. iv. Achieving goals Effective communication helps the employees at all levels to be conscious and attentive. It ensures timely accomplishment of jobs and easy achievement of goals. v. Solving problems Through various communication channels, the managers can be informed of various routine and non-time problems of the organization and accordingly they take the necessary actions of steps to solve the problems. vi. Making decisions Making timely decisions requires updated information. Through effective communication, managers and workers can collect information from different corners and can make the right decisions. vii. Improving industrial relation Industrial relation is the relation between workers and management in the workplace. Good industrial relation is always desired for business success. Communication plays a vital role in creating and maintaining good industrial relation.
14 Topic 1: Introduction of Business Communication viii. Publicity of goods and services The organization that communicate better can also sell better. It increases the publicity of goods. It helps to provide better services. Business is becoming highly competitive. Almost very competing manufacturer produces products of common consumption. ix. Removing controversies Effective communication allows smooth flow of information among various parties involved in the negotiation or transaction. As a result, conflicts, controversies and disagreements can be resolved easily. x. Enhancing employee satisfaction If there is free and fair flow of information in the organization, it will certainly bring mutual understanding between management and workers. Such understanding enhances the satisfaction of employees. xi. Enhancing loyalty Effective communication helps the managers to be aware of the performance of their subordinates. In such a situation, the subordinates try to show their good performance. Later on, if management praises their performance, it will enhance employees loyalty.
15 Topic 1: Introduction of Business Communication EXERCISES 1. “Communicare” or “Communico” is derived from _______________ word. a. Malay b. English c. Greek d. Latin 2. Frank Dance communication model also known as ______________________. a. Hectic Model of Communication b. Hypothesis Model of Communication c. Heylical Model of Communication d. Helical Spiral Model of Communication 3. Which is NOT the type of communication? a. Intrapersonal communication b. Mass communication c. Public communication d. Invisible communication 4. Unavoidable, operate on two level and not a panacea is known as ________________. a. Communication principles b. Communication models c. Communication processes d. Communication categories 5. List FOUR (4) components of David Berlo Model. 6. Explain THREE (3) importance of communication in business. 7. Discuss THREE (3) main goals of communication.
16 Topic 1: Introduction of Business Communication 8. Elaborate THREE (3) important of communication. 9. How does context influence your communication? Consider the language and culture people grew up with, and the role these play in communication styles. 10. Observe two people talking. Describe their communication. See if you can find all components and provide an example for each one. 11. What assumptions are present in transactional model of communication? Find an example of a model of communication in your workplace or classroom, and provide an example for each component.
i Course Outline 2. 0 The Nature of Business Communication 2.1 Explain the business communication process 2.1.1 Define business communication process 2.1.2 Explain the components of business communication process 2.2 Explain the business communication barriers 2.2.1 Describe the business communication barriers (i) Noise and distractions (ii) Competing messages (iii) Filters (iv) Channel breakdowns 2.3 Explain the effect of business communication barriers 2.3.1 Recognize the effect of business communication barriers 2.4 Discuss on overcoming barriers to effective business communication 2.4.1 Describe on overcoming barriers to effective business communication EXERCISES
Topic 2: The Nature of Business Communication 17 2 THE NATURE OF BUSINESS COMMUNICATION Communication can occur everywhere. Transmission of any meaningful or non-meaningful message is consider as communication. It is a natural phenomenon and it’s can consider as a process such as a baby cried for milk, waving the handsto say goodbye and shaking hands to say hi. As for businesses, communication has a major impact. It is only through communication that ideas, information, attitudes, or emotions get transferred from one person to another. For example, communication can travel downward from managers to employees and upward from employees to managers. It also can travel from one person to another person operating at the same level of authority. Communication must be made continuously because only through communication, messages are exchanged between the people in and outside the organization. 2.1 The Business Communication Process 2.1.1 Definition Business Communication Process Even with the best intentions, communication efforts can fill. Messages can get lost or simply ignored. The receiver of a message can interpret it in ways the sender never imagined. In fact, two people receiving the same information can reach different conclusions about what it means. Fortunately, by understanding communication as a process with distinct steps, people can improve the odds that their messages will reach their intended audiences and produce their intended effects. This section explores the communication process in twostages: first by following a message from one sender to one receiver in the basic communication model and then by expending on the approach with multiple messages and participants on the social communication model.
Topic 2: The Nature of Business Communication 18 Source: Bovee and Thill, 2017 2.1.2 The Components of business communication process. There are EIGHT (8) components of the communication process which are:- Sender •The person who wants to communicate Message •The information the sender wishes to communicate •how the receiver converts the idea into words and picture Encoding •How the message is sent e.g. face to face or by email. Channel Receiver •The person to whom the sender sends the message •How the receiver understands or interprets the message. Decoding Feedback •The receiver’s response to the message. •Anything that might interfere with communication or reduce the chance of successful communication. Noise
Topic 2: The Nature of Business Communication 19 2.2 Business communication barriers The barriers to business communication are anything that interferes in the communication process because of which the message may not be received by the receiver as was intended by the sender. It also may act as the obstructions or blockades to ineffective system of communication between sender and receiver. For example, when the situation was too noise with people talking with each other’s, it may distract manager to convey his message to his subordinate. His subordinate maybe can’t hear clearly, and misunderstanding will occur. There are some of the business communication barriers that could discuss which are noise and distractions, competing messages, filters,and channel breakdowns. i. Noise and distractions Noise can be defined as a sound, especially when it is loud or unpleasant or situation that causes disturbance. It is any random distraction which can reduces or confuses the clarity of a message. Examples of noise are; physical interruptions by people, technology (pop up advertisement, instant message from friends, social media updates); external noise such as conversations from other colleagues, music, traffic noise from outside of the building; and internal noise such as thoughts and emotion that prevent receivers from focusing on the sender. Physical distractions are the physical things that get in the way of communication. For example, such things include the telephone, an uncomfortable meeting place and noise. If the telephone rings, the usual human tendency will be to answer it even if the caller is interrupting a very important or even delicate conversation. Distractions such as background noise, internet unstable, poor lighting, uncomfortable sitting, or an environment that is too hot or cold can affect people’s morale and concentration, which in turn interfere with effective communication. ii. Competing messages If too many competing messages it will make receiver difficult to gain and keep attention and it will give an information overload, which makes it difficult to distinguish between useful and useless information and increases workplace stress. For example, a lot of information received during meeting will make people confuse if they did not organize them properly.
Topic 2: The Nature of Business Communication 20 iii. Filters Filtering is the process of manipulating of information so that it will be seen more favorable by the receiver. One of the weakness of filtering is it will prevent person to get a complete picture of the way things are. People deciding whether to filter a message or pass it on because of their past experience, knowledge and perception, emotional state and level of attention. For example, people tend to filter bad news more than good news. iv. Channel breakdowns There are many different types of communication channels available for people especially employers to use. Some of the possibilities are face to face, written form of channel, mobile technology, electronic bulletin boards, video conferencing, social media, email and others. If the medium selected is inappropriate and people do not have the skill using the channel, the communication might break up. For example, if employer choose to use video conferencing to communicate with his employees, some problems he might be needed to consider such as connections problems, laptop problems etc. This will lead to ineffective communication during transferable the messages. 2.3 The effect of business communication barriers All of us create barriers to effective communication, whether we realize it or not; it’s part of being human. The good news is that we can all improve by learning about the barriers to successful communication. There are some effectsthat we could discuss in business communication barriers which are: i. Noise will distort the business communication Information that been transmit at a noisy place is bound to get distorted and result in a complete mess. Noise also will reduce the chances of the correct flow of information from the sender to the receiver. If the office is noisy, errors are bound to happen and thus increasing conflicts among the team members and decreasing the efficiency of the employees.
Topic 2: The Nature of Business Communication 21 ii. Difference in thinking process Every people in different level and culture may have different perception in their thinking process. If the sender did not explain accordingly, receiver may have different way to interpret the information. iii. Lack of Interest When communication barriers suddenly occur, people will tend to loss their interest to focus or concentrate. Once receiver having a communication barrier such as distraction, the receiver will not pay any attention to the message received. iv. Discomfort with the topic When receiver did not focus to the sender or the sender using complicated information, it will make the receiver think the topic were too hard to understand. Indirectly, it also will make receiver not confident with the topic. v. Too many questions Too many questions in receiver mind will also appear when there are communication barriers. If the sender did not know how to use proper information, not using a clear information, and the use of nonverbal communication did not match with verbal communication, conflicting understanding will occur. It will make people having too many questions to ask to the sender. vi. Other effects of communication barriers are put downs, disability, distance, longer time and language. 2.4 Overcoming barriers to effective business communication In business, communication is an effort to give and receive information about what people want us to do and what we expect from them. So, there are some tips how people overcome barriers in business communication. There are: - i. We must eliminate difference in perception. ii. Taking the receiver more seriously.
Topic 2: The Nature of Business Communication 22 iii. Modify the message according to the audience. iv. Reduction of noise levels. v. Effective use of informal channel of communication. vi. Effective use of body language. vii. Avoid information to be overloaded. viii. Using multiple channels and encoding. ix. The speaker should step into the shoes of listener. x. The message should be concise and complete. xi. Message should state the purpose clearly. xii. Organizational structure must be simple. xiii. Listening attentively and carefully. xiv. Clear and simple words should be used. xv. Effective communication can only be ensured if the message conveyed is clearly understood and comprehended by the person receiving it.
Topic 2: The Nature of Business Communication 23 EXERCISES 1. Describe the communication process model. 2. Explain the most common barriers to successful business communication. 3. Discuss FOUR (4) tips to overcoming barriers to effective business communication. 4. Discuss FOUR (4) effects of business communication barriers.
i Course Outline 2. 0 The Nature of Business Communication 2.1 Explain the business communication process 2.1.1 Define business communication process 2.1.2 Explain the components of business communication process 2.2 Explain the business communication barriers 2.2.1 Describe the business communication barriers (i) Noise and distractions (ii) Competing messages (iii) Filters (iv) Channel breakdowns 2.3 Explain the effect of business communication barriers 2.3.1 Recognize the effect of business communication barriers 2.4 Discuss on overcoming barriers to effective business communication 2.4.1 Describe on overcoming barriers to effective business communication EXERCISES
Topic 2: The Nature of Business Communication 17 2 THE NATURE OF BUSINESS COMMUNICATION Communication can occur everywhere. Transmission of any meaningful or non-meaningful message is consider as communication. It is a natural phenomenon and it’s can consider as a process such as a baby cried for milk, waving the handsto say goodbye and shaking hands to say hi. As for businesses, communication has a major impact. It is only through communication that ideas, information, attitudes, or emotions get transferred from one person to another. For example, communication can travel downward from managers to employees and upward from employees to managers. It also can travel from one person to another person operating at the same level of authority. Communication must be made continuously because only through communication, messages are exchanged between the people in and outside the organization. 2.1 The Business Communication Process 2.1.1 Definition Business Communication Process Even with the best intentions, communication efforts can fill. Messages can get lost or simply ignored. The receiver of a message can interpret it in ways the sender never imagined. In fact, two people receiving the same information can reach different conclusions about what it means. Fortunately, by understanding communication as a process with distinct steps, people can improve the odds that their messages will reach their intended audiences and produce their intended effects. This section explores the communication process in twostages: first by following a message from one sender to one receiver in the basic communication model and then by expending on the approach with multiple messages and participants on the social communication model.
Topic 2: The Nature of Business Communication 18 Source: Bovee and Thill, 2017 2.1.2 The Components of business communication process. There are EIGHT (8) components of the communication process which are:- Sender •The person who wants to communicate Message •The information the sender wishes to communicate •how the receiver converts the idea into words and picture Encoding •How the message is sent e.g. face to face or by email. Channel Receiver •The person to whom the sender sends the message •How the receiver understands or interprets the message. Decoding Feedback •The receiver’s response to the message. •Anything that might interfere with communication or reduce the chance of successful communication. Noise
Topic 2: The Nature of Business Communication 19 2.2 Business communication barriers The barriers to business communication are anything that interferes in the communication process because of which the message may not be received by the receiver as was intended by the sender. It also may act as the obstructions or blockades to ineffective system of communication between sender and receiver. For example, when the situation was too noise with people talking with each other’s, it may distract manager to convey his message to his subordinate. His subordinate maybe can’t hear clearly, and misunderstanding will occur. There are some of the business communication barriers that could discuss which are noise and distractions, competing messages, filters,and channel breakdowns. i. Noise and distractions Noise can be defined as a sound, especially when it is loud or unpleasant or situation that causes disturbance. It is any random distraction which can reduces or confuses the clarity of a message. Examples of noise are; physical interruptions by people, technology (pop up advertisement, instant message from friends, social media updates); external noise such as conversations from other colleagues, music, traffic noise from outside of the building; and internal noise such as thoughts and emotion that prevent receivers from focusing on the sender. Physical distractions are the physical things that get in the way of communication. For example, such things include the telephone, an uncomfortable meeting place and noise. If the telephone rings, the usual human tendency will be to answer it even if the caller is interrupting a very important or even delicate conversation. Distractions such as background noise, internet unstable, poor lighting, uncomfortable sitting, or an environment that is too hot or cold can affect people’s morale and concentration, which in turn interfere with effective communication. ii. Competing messages If too many competing messages it will make receiver difficult to gain and keep attention and it will give an information overload, which makes it difficult to distinguish between useful and useless information and increases workplace stress. For example, a lot of information received during meeting will make people confuse if they did not organize them properly.
Topic 2: The Nature of Business Communication 20 iii. Filters Filtering is the process of manipulating of information so that it will be seen more favorable by the receiver. One of the weakness of filtering is it will prevent person to get a complete picture of the way things are. People deciding whether to filter a message or pass it on because of their past experience, knowledge and perception, emotional state and level of attention. For example, people tend to filter bad news more than good news. iv. Channel breakdowns There are many different types of communication channels available for people especially employers to use. Some of the possibilities are face to face, written form of channel, mobile technology, electronic bulletin boards, video conferencing, social media, email and others. If the medium selected is inappropriate and people do not have the skill using the channel, the communication might break up. For example, if employer choose to use video conferencing to communicate with his employees, some problems he might be needed to consider such as connections problems, laptop problems etc. This will lead to ineffective communication during transferable the messages. 2.3 The effect of business communication barriers All of us create barriers to effective communication, whether we realize it or not; it’s part of being human. The good news is that we can all improve by learning about the barriers to successful communication. There are some effectsthat we could discuss in business communication barriers which are: i. Noise will distort the business communication Information that been transmit at a noisy place is bound to get distorted and result in a complete mess. Noise also will reduce the chances of the correct flow of information from the sender to the receiver. If the office is noisy, errors are bound to happen and thus increasing conflicts among the team members and decreasing the efficiency of the employees.
Topic 2: The Nature of Business Communication 21 ii. Difference in thinking process Every people in different level and culture may have different perception in their thinking process. If the sender did not explain accordingly, receiver may have different way to interpret the information. iii. Lack of Interest When communication barriers suddenly occur, people will tend to loss their interest to focus or concentrate. Once receiver having a communication barrier such as distraction, the receiver will not pay any attention to the message received. iv. Discomfort with the topic When receiver did not focus to the sender or the sender using complicated information, it will make the receiver think the topic were too hard to understand. Indirectly, it also will make receiver not confident with the topic. v. Too many questions Too many questions in receiver mind will also appear when there are communication barriers. If the sender did not know how to use proper information, not using a clear information, and the use of nonverbal communication did not match with verbal communication, conflicting understanding will occur. It will make people having too many questions to ask to the sender. vi. Other effects of communication barriers are put downs, disability, distance, longer time and language. 2.4 Overcoming barriers to effective business communication In business, communication is an effort to give and receive information about what people want us to do and what we expect from them. So, there are some tips how people overcome barriers in business communication. There are: - i. We must eliminate difference in perception. ii. Taking the receiver more seriously.
Topic 2: The Nature of Business Communication 22 iii. Modify the message according to the audience. iv. Reduction of noise levels. v. Effective use of informal channel of communication. vi. Effective use of body language. vii. Avoid information to be overloaded. viii. Using multiple channels and encoding. ix. The speaker should step into the shoes of listener. x. The message should be concise and complete. xi. Message should state the purpose clearly. xii. Organizational structure must be simple. xiii. Listening attentively and carefully. xiv. Clear and simple words should be used. xv. Effective communication can only be ensured if the message conveyed is clearly understood and comprehended by the person receiving it.
Topic 2: The Nature of Business Communication 23 EXERCISES 1. Describe the communication process model. 2. Explain the most common barriers to successful business communication. 3. Discuss FOUR (4) tips to overcoming barriers to effective business communication. 4. Discuss FOUR (4) effects of business communication barriers.
i Course Outline 3.0 Channel of Business Communication 3.1 Display the verbal business communication 3.1.1 Identify verbal business communication 3.1.2 Display the types of verbal business communication a. Oral communication i. Face to face ii. Telephone and voice mail iii. Meetings b. Written communication i. Memos ii. Business letters iii. Reports iv. Newsletters v. Notices, advertisements and leaflets vi. Publicity materials c. Electronic communication i. Electronic mail ii. Podcasting iii. Instant Messaging iv. Videoconferencing and telepresence v. Blogs vi. Mobile business application vii. Social media 3.2 Display the nonverbal business communication 3.2.1 Identify nonverbal business communication 3.2.2 Explain the aspects of nonverbal business communication i. Facial expression ii. Gesture and posture iii. Vocal characteristics iv. Personal appearance v. Touch
ii vi. Time and space 3.3 Display the factors to consider when choosing channel of business communication 3.3.1 Recognize the factors to consider when choosing channel of business communication i. Richness ii. Formality iii. Media and channel limitations iv. Urgency v. Cost vi. Audience preferences vii. Security and privacy EXERCISES
24 Topic 3 : Channel of Business Communication 3 Channel of Business Communication A critical part of the business communication model is the channel or medium through which information is transmitted. There are two main types of business communication channels: verbal and nonverbal. As for today, social networking sites such as Facebook, Instagram, Twitter, LinkedIn are rapidly becoming part of popular culture. These technologies allow businesspeople to form communities around friendship, sharing interests, expertise, and other themes, resulting in closer interaction in the communication experience. Indeed, many social networking technologies gain vale as more people participate in the technologies. 3.1 Display the verbal business communication 3.1.1 Definition of verbal business communication Verbal business communication is the act of sharing information between individuals by the use of speech and written. Verbal business communication can be divided by oral communication, written communication and electronic communication. 3.1.2 Display the types of verbal business communication i. Oral communication Oral communication is the exchange of information and ideas through spoken word. It can be directly in person in a face-to-face interaction or through an electronic device such as a phone or radio. The most effective way for businesses to transmit information verbally is through oral communication such as a staff meeting.
25 Topic 3 : Channel of Business Communication a. Face to face Face to face communication is essentially a communication method where the communicator transmits a message to the Receiver. There should be at least two parties involved and it should generally be verbal in nature, in the form of a meeting, interview, conference, lecture and workshop. Advantages Disadvantages Promotes constructive discussion between two parties. Difficult or not geographically feasible to execute face to face communication. Body language goes a long way when engaging with the receiver of the message. A face to face meeting needs to account for logistical costs and constraints, room/venue hire costs, refreshments, resourcing cover. Relationship building and promotion of trust with audience. Ineffectiveness on larger scale that any opportunities for constructive engagement may be limited or inappropriate. Clarity of message is less ambiguity. Limited time for communicator to articulate a thought-out response to a question. Table 3.0a Advantages and disadvantages of Face to Face communication b. Telephone and voice mail Voice mail, electronic system for recording oral messages sent by telephone. Typically, the caller hears a prerecorded message and then has an opportunity to leave a message in return. The person called can then retrieve the message later by entering specific codes on his or her telephone.
26 Topic 3 : Channel of Business Communication Advantages Disadvantages Easy and quick to use. A little bit expensive for video calls and SMS. Easy and available because most people now use the telephone and anytime and anywhere. Physical damage in long term use it cause headache and permanent damage to the brain. Less expensive is than another communication process. Telephone is it is often used for threats for various purposes. Can make a video call from their mobile phones. Video call only can be made using telephone and with internet line. Can communicate as no matter what the distance is. Network problems and this is a very annoying limitation of a telephone. Table 3.0b Advantages and disadvantages of Telephone communication Advantages Disadvantages Voicemail makes it possible to direct calls straight to a person. Checking their voice mail is a hassle, especially when compared with the ease of sending and receiving text messages. People do not need a secretary or receptionist to field calls. Confusing with the direction given due to a lot of different buttons to press. Voicemail messages cannot be lost or distorted. The recipient sometime not realizes the message. People will be able to prepare for calls prior to returning the voicemail. Many people wait until they are at home or in private to check their voice mail. Voicemail messages can run for minutes to even an hour allowing clients to leave concrete messages covering all aspects of their call. Forget or ignore a voice mail message. Table 3.1b Advantages and disadvantages of Voice Mail communication
27 Topic 3 : Channel of Business Communication c. Meetings A meeting is a group communication in action around a defined agenda and at a set time for an established duration. Meeting means an occasion when people come together to discuss or decide something. It is also defined as a situation in which two or more people meet together in order to take a decision. It is an effective and important tool in the communication process. Meeting enables face to face contact with a number of people at the same time. Advantages Disadvantages Meeting is a democratic process of taking decision. meeting is very time-consuming and take time to make decision. Improve decision can be taken through meeting. Meeting is too expensive to decorate the conference room and to pay the rental for meeting room. Participative management can be materialized through meeting. There are many formalities to hold on a meeting such as agenda, minutes, regulations are needed for a valid meeting. Meeting can help for co-coordinating the work as a whole because all the parties or members are presented in the meeting. Sometimes it becomes very difficult for the speaker or chairman to control over the meeting because proverb says, “Many men many minds.” Table 3.0c Advantages and disadvantages of Meeting communication ii. Written communication Written communication allows businesses to communicate developments, expectations and legalities to employees and contacts in the outside world. While traditional hard copies of written communication in business are still prevalent, email and online communication has become increasingly common.
28 Topic 3 : Channel of Business Communication a. Memos A memo, short for memorandum, is usually a small piece of written information used in business environments for interoffice communication. Its purpose is to give instructions or serve as a reminder of events, actions or decisions. Source: Canva, 2021 Figure 3.0 Example of memo Chapter 1: Introduction of Business Communication
29 Topic 3 : Channel of Business Communication Advantages Disadvantages Memo helps to avoid distortion in messages that occur in internal oral communication. memo stays restricted only within the boundary of the organization. There is little chance of any misunderstanding between the recipients of a message. Office memo is a kind of written communication. Memo is a written document and it can be preserved. Memo is generally written concisely which not provide any explanation or clarification of message to its readers. Memo also helps managers to maintain consistency in their actions and decisions for recurring problems. If memo circulates any wrong information, it cannot be revised instantly. Memo is restricted within the boundary of the organization which any information can be exchanged throughout the whole organization very quickly. Formal memo requires time for drafting and circulating it to the various parties. Table 3.1a Advantages and disadvantages of Memo b. Business letters A business letter is a formal letter that is sent by one company to another. These letters can be used for professional correspondence between business clients, employees, stakeholders as well as individuals. Advantages Disadvantages Businessmen can easily exchange information related to business activity. Some rules must be followed in drafting a letter. To convey information regarding business activities. Business letter is an old written means of communication. Expand market, a producer can easily create market of his product. Business letter is written in complex language for lacking sense.
30 Topic 3 : Channel of Business Communication Helps to establish mutual relationship with the customers, suppliers and with the other interested parties. Considered as a slow-moving tool of communication. It takes more time than any other form of communication. Writing a letter is very cheap than those of others. Costly to print on business letter need more paper and ink. Table 3.1b Advantages and disadvantages of Business Letter Source: aliff.co, 2020 Figure 3.1 Example of Business letter