31 Topic 3 : Channel of Business Communication c. Reports Informal Reports: Informal reports tend to be shorter, although the quantity of pages or words is not defined. An informal report usually has specific topics grouped in paragraphs, and these topics tend to have simple headings. Formal Reports: A formal report tends to be longer; the quantity of pages or words is not defined. With a formal report, the topic of the report or the policy of the company it is being written for determines which sections, labels, content, and purpose should be used as the basis for the report. Advantages Disadvantages Business reports usually identify key areas of strength and weakness in the company management, performance and guidance for the company's strategic priorities. Often considerable cost of time and money in preparing reports, which has the potential to limit a business's financial and logistic ability to invest in operations or expansion. Business reports are often required by government regulators and lending agencies. Some reports are inadequate to get an accurate picture of the entire business, or of the financial conditions in which they operate. Table 3.1c Advantages and disadvantages of Reports d. Newsletters A newsletter is a form of advertising that is sent periodically. It is a regularly distributed publication that is mostly about one main topic, and is of interest to its subscribers. Newsletters are delivered via email. Newsletters are normally used by owners of the websites to communicate and advertise themselves to their readers or subscribers. An online newsletter has many advantages over print media. One of the main advantages is that sending a newsletter via email is cost effective. For example, you can reach a very broad audience instantly with very little cost.
32 Topic 3 : Channel of Business Communication Source: MOH website, 2020 Figure 3.2 Example of Newsletter
33 Topic 3 : Channel of Business Communication Advantages Disadvantages help to promote business because newsletter motivates customers to buy from company. people reluctant to give email address fearing that their email address could be passed to other organizations, resulting hundreds of junk emails. contains articles and an appropriate vision and mission of the business to understand company business Partly low opening rate: Not every newsletter is read. Creative newsletters can be appreciated by the clients and hence increase the communication between businesses and clients. Time: a newsletter must also be written. Table 3.1d Advantages and disadvantages of Newsletters e. Notices, advertisements and leaflets A notice is a common and formal means of communication which aims to give information regarding an event that is about to happen. It is a formal announcement of an event weeks or even months before it happens. It is a short piece of writing which follows a rigid format. Advantages Disadvantages It can contain diagrams as well as written information. The message is not clearly sent across. A written record of the message is kept. The notice can easily be taken down to be read by an employee or covered up by another notice. • They can be created in such a way as to attract attention. It can time to distribute the notices around the organization. tend to look at notice boards in their breaks. If they don’t look attractive, people tend not to look at them as they may think from their first impressions that it doesn’t seem very interesting. Table 3.1e(i) Advantages and disadvantages of Notices
34 Topic 3 : Channel of Business Communication Advertising in business is a type of communication that persuades and encourages people to take a particular action. Most of the firms use the advertisement to understand their client. Communication is the act of using signs, symbols and pictures to pass a message, make meaning or exchange information. Advantages Disadvantages medium through which companies introduce and create awareness regarding their products in the market. Advertising raises the cost of products offered by the business for sale in the market. helps the business in increasing its sales volumes. leads to misleading and fraud customers by presenting false facts about goods. It enables businesses in exploring new markets and reaching out to a wide number of peoples. Customers sometimes are confused by the message communicated through advertisements by the company. provides detailed information regarding products that helps in differentiating it from competitor’s products and acquiring a competitive advantage. Advertisement programs require huge funds to gain popularity and goodwill in the market. Advertising informs customers about the uses and utility of the product. Big corporations through wide advertisement programs create their monopolies in the market. Table 3.1e(ii) Advantages and disadvantages of Advertising A business leaflet, also called a brochure or flyer, is a marketing tool designed to increase business or promote a business. The amount of information include in leaflet is depends on company. They might keep it simple by adding a statement about a sale or add pictures, statistics and facts to gain customer interest.
35 Topic 3 : Channel of Business Communication Source: STCOM, 2021 Figure 3.3 Example of leaflets Advantages Disadvantages There is little cost when it comes to posting leaflets. Leaflets lack long term impact as many consumers may read the leaflet, but they will not keep them. Can fill them with as much information needed within an organized layout that is also visually pleasing. usually advertising something that is not of interest to them. Can used attention-grabbing layout which can achieved by being colorful, including images, and eye catching headers. The message is not clearly sent across, as not a lot of detail can be included in the notice. Add information that is needed to be known by potential customers about the business or product. timely to distribute the notices around the organization. Figure 3.1e(iii)Advantages and disadvantages of Leaflets
36 Topic 3 : Channel of Business Communication f. Publicity materials Publicity is any information about an individual, a product, or an organization that is distributed to the public through the media, and that is not paid for, or controlled by the seller. Advertising is paid, nonpersonal communication through various media by organizations and individuals who are in some way identified in the message. Press releases are one of the most common publicity tools. Other toolsinclude photographs, guest editorials, community notices, props and calendar announcements. Advantages Disadvantages Timing of the publicity is always completely under the control of the marketer. The information sometimes gets lost in translation. Publicity is the activity of increasing the awareness to grab the attention of the crowd. Damage brand equity in long term because of bad publicity. The cost associated with publicity is usually less as compared to the other marketing activities like promotion and advertising. Brand association will be damaged as changing the customer’s perception. building loyalty among the customers. Need consistent publicity for company to strengthen. Table 3.1f Advantages and disadvantages of Publicity Material ii. Electronic communication Electronic communication can be described as the modern pattern of communication through which information, messages and files are shared and transmitted via mobile phones, computers, internet and other electronic gadgets over the electromagnetic networks. Electronics communication has opened while sharing pictures, videos, audios via the electronics devices. a. Electronic mail Electronic mail is known as e-mail where textual messages are sent to the receiver through telecommunication links. Here, computer terminals are, connected together in a network to
37 Topic 3 : Channel of Business Communication transfer a message from one to one or one to many. The sender first types the message on a computer screen and then sends it to the receiver. Advantages Disadvantages E-mails turn to be a cheaper alternative to telephone conversation. There is a chance of leakage of information through email if a mail server is hacked. It eliminates the time spent in establishing telephone calls and faster compared to traditional mail. Chances forgot email login password. Email can attach anything like the picture, audio file, video file, document file and PDF. An email may carry the virus to person devices. Can send an email to thousand even millions of your clients at very a little time with very little effort. Cannot convey real life emotion or personal touch the way a face-to-face conversation or even a phone call can. Email can be used nonstop, can send an email at any time as your demand. Busy people may not give attention or may overlook any message due to receiving thousands of emails every day. Table 3.2a Advantages and disadvantages of Email b. Podcasting Business podcasts come in all shapes and sizes, such as a presentation to prospective customers or a new policy announcement to employees. What they have in common is that they are audio or video files that send to the Internet. Anyone who needs to see or hear them can stream the files or download them to a computer, smartphone or media player for listening or viewing. Advantages Disadvantages Can get any podcasts of interest downloaded automatically when subscribe to the podcast feed. Podcasting is not the way to do if to reach an audience that does not have access to the Internet.
38 Topic 3 : Channel of Business Communication Simple tools to record your presentation and a connection to upload it to the Internet. Loss control, when it is regarding own copyrighted material. Good marketing strategy which can interact people to listen to podcasts in harder-to-reach places. Planning the direction of the podcast, thinking of a theme, writing the podcast itself and then creating it all takes time. Table 3.2b Advantages and disadvantages of podcasting c. Instant Messaging Instant messages can be a quick, easy way for two people or small groups of people to chat and share information. They give the participants a very simple and efficient way to have a conversation while also working on other tasks at the same time. Advantages Disadvantages Faster than email which chatting in real time IM is less secure than other methods of communication. IM is there all the time, just waiting to be clicked. Could cause distractions that interfere with work and lead to lowered productivity Table 3.2c Advantages and disadvantages of Instant Messaging d. Videoconferencing and telepresence Video conferencing is a type of online meeting where two or more people engage in a live audiovisual call. With a strong internet connection, the participants can see, hear, and talk to each other in real time, no matter where in the world they are. In business, people typically use video conferencing to communicate and collaborate within and outside an organization. You just need to set up the necessary hardware and software to get the most out of the experience.
39 Topic 3 : Channel of Business Communication Advantages Disadvantages No delay to make changes and inform others about updates and can replace face-to-face meeting. Not always capable of recreating real live communication. Video conferencing tools such as whiteboard commenting, screen sharing, remote control can facilitate the collaboration. Leads to blurry image transmissions and the loss of important visual cues and may not even hear other attendees. Companies can now let their employees work from home without sacrificing communication. need to allocate time, money and human resources to train the employees through training and they need time to get used the video. Video conferencing allows companies to cooperate with businesses all over the globe. Companies also need to set boundaries in regard to when employees can be contacted outside their working hours. Table 3.2d(i) Advantages and disadvantages of Video Conference Telepresence has historically been considered a more advanced version of video conferencing that uses superior technology to allow meeting participants to stream high-quality audio and video. The technology telepresence requires you to have robust technical equipment across all user endpoints. For example, using webcam, laptop, speakers and desktop for an amazing meeting experience. Besides the higher quality of audio visuals, experiencing telepresence is like talking to audience in person without any ambient distractions. It is called telepresence because it gives person the experience of being “teleported” somewhere else to be in their audience’s presence.
40 Topic 3 : Channel of Business Communication Source: DEKOM, 2021 Figure 3.4 example of telepresence Advantages Disadvantages The facial expressions, body language and voice can be visible in this visual communication. Requires sufficient bandwidth to have feel of physical presence. Offers greater engagement by enhancing visual interaction and reducing likelihood of distraction. Requires extremely less delay over the IP connections between two end telepresence systems Prevents all the bottlenecks in the path of business growth. User experience may suffer when two telepresence systems from different vendors communicate. Eliminates costs associated due to travelling. High resolution telepresence system requires more investment. Table 3.3d(ii) Advantages and disadvantages of Telepresence e. Blogs Blogging is a form of personal communication where blogger can communicate with his/her readers one on one, which makes it a good medium to be closer to people.
41 Topic 3 : Channel of Business Communication Advantages Disadvantages can work at any time of the day and work with ease. Need to work alone until struggle hard and find a new opportunity to expand. no one to give orders. Do not get time to update their blog and it ultimately results in loss of blog income and traffic. Can easily concentrate on work and write at any time of the day. Need a lot of focus to create interesting stories based on people preferences. Table 3.3e Advantages and disadvantages of Blogs f. Mobile business application Mobile applications brought many changes into the marketplace. Companies signifies the limitless business prospects that can be created by the tiny icons on their mobile screen. The purchasing psychology and strategies of consumers have changed a lot as now they want information about products or services instantly at their fingertips. For example, Zalora apps, Shoppe apps and Lazada apps. Advantages Disadvantages A robust online presence and an excellent user experience which customers can download to their devices. Complicated with detailed which need to brief before apps being develop. Build a direct relationship with customers. Incurred high cost to setup mobile application. Improve a company productivity and performance. Developing an application is not as easy as it may appear. Table 3.3f Advantages and disadvantages of Mobile Business
42 Topic 3 : Channel of Business Communication g. Social media Social media can be described as the collection of online platforms that involve sharing and collaborating with an online community by posting, commenting and interacting with one another. Example of social media; Facebook, Instagram, Twitter, TikTok and Youtube. Advantages Disadvantages People share interesting news they read and can follow various news sources page. People reaction to non-verbal during online leads to less experience and awareness of others. People can get the full picture of an event, activity and might see entire process from start to finish. Urge people to become dependent on posting anything occurring other that getting new exposure from new book. A great opportunity for business to reach a large pool of people that are interested in the products or services. Someone can leave a negative review on company page and share their negative experience. Easily to connect directly with your audience. Can end up embarrassing company and getting caught in an awkward situation. Table 3.3g Advantages and disadvantages of Mobile Social media 3.2 Display the nonverbal business communication 3.2.1 Identify nonverbal business communication Nonverbal communication is the transfer of information using body language including eye contact, facial expressions, gestures and more. For example, smiling when you meet someone conveys friendliness, acceptance, and openness. Nonverbal communication also can be seen by dependent on seeing and analyzing physical movements of others.
43 Topic 3 : Channel of Business Communication 3.2.2 Explain the aspects of nonverbal business communication There are several aspects of nonverbal business communication that can discuss such as below: - i. Facial expression One of the most common forms of nonverbal communication is facial expressions. Using the eyebrows, mouth, eyes and facial muscles to convey can be very effective when communicating both emotion and information. For example, someone might raise their eyebrows and open their eyes widely if they feel surprised. ii. Gesture and posture Gestures are generally used both intentionally and unintentionally to convey information to others. The way people sit or stand can also communicate the comfort level, professionalism and general disposition towards a person or conversation. For example, someone might slouch their shoulders if they feel tired, frustrated or disappointed. iii. Vocal characteristics Paralanguage includes the non-language elements of speech, such as talking speed, pitch, intonation, volume and more. For example, people might speak quickly if they are excited about something. iv. Personal appearance Personal appearance is the way people look when they step out of your home. Personal appearance refers to the way the audiences with their expectations of appropriateness, see and evaluate the way their look. The ways they look is all about their outward appearance such as of clothing, grooming, and make-ups.
44 Topic 3 : Channel of Business Communication v. Touch Most commonly, it is used to communicate support or comfort. This form of communication should be used sparingly and only when people know the receiving party is okay with it. It should never be used to convey anger, frustration or any other negative emotions. For example, placing hand on a friend’s shoulder may convey support or empathy. vi. Time and space The use of time is related to how people look at time and space is often presented in distance people use in interaction. For example, eating and arrangement of furniture may also give information to the observer and influence the on-going interaction in that societies. 3.3 Display the factors to consider when choosing channel of business communication Communication plays an important role in all aspects of life. It is not possible to always have faceto-face communication, so people should make a wise decision in choosing the appropriate channel of communication at the right time to make it effective. Factors to be considered while choosing the right channel of communication varies according to the situation. i. Richness Channel richness refers to the amount of information that can be transmitted from one person to another during any given communication. The more information that can be passed, the richer the channel. For example, a face to face conversation allows for verbal cues, cues that come from tone of voice, and cues that come from posture. ii. Formality There are three different communications channels based on formality: formal, informal and unofficial.
45 Topic 3 : Channel of Business Communication Formal communication includes exchange of information such as goals, policies and procedures of an organization. For example, company business plans, strategy, goals, annual reports and board presentations. Informal communication is also used to deliver official business message but in a more relaxed way. For example, include conversations at work addressing various issues that team members may have, lunch time conversations and continues collaboration among team members. Unofficial communication that is quite common in the workplace. For example, employee’s communication outside of work environment on topics not related work. iii. Media and channel limitations Some channels are more appropriate for certain messages. For example, a report will convey a more complex message than a text message or discussing sensitive information is more appropriate in a face-to-face meeting rather than over a text message. iv. Urgency Be mindful of other people time. Messages that do not require immediate feedback can be communicated via email or voicemail rather than a face to face meeting or telephone conversation. v. Cost Some mediums are more costly than others. Cost is a non-verbal cue of importance. For example, communicating the importance of a change in company policy is more likely to be effective if shared in a face to face meeting than through a memo. vi. Audience preferences Primary audience is the audience that communication is intended for. For instance, if employees are preparing an earnings report, the audience is likely the senior team. They will review the information, give feedback, and decide if they need to take action based on the information you that have been provided.
46 Topic 3 : Channel of Business Communication vii. Security and privacy Businesses must balance employee privacy concerns with a need to prevent unethical behavior by employees that could hurt the business. Business communications of every kind including email, online forums, telephone conversations and paper-based communications can be abused, and the results shows serious risks to the company and the victims of the unethical behavior.
47 Topic 3 : Channel of Business Communication EXERCISES 1. Explain FOUR (4) factors to consider when choosing channel of business communication. 2. Identify FIVE (5) aspects of nonverbal business communication. 3. Differentiate between Face-to-Face communication and Telepresence. 4. Explain the advantages and disadvantages of Email and Social media communication. 5. Discuss how could you use your knowledge of communication richness to be more effective in your own communications. 6. Recognize THREE (3) biggest advantages and disadvantages you see regarding technology and communications.
i Course Outline 4. 0 Workplace Business Communication 4.1 Explain the business communication within the workplace 4.1.1 Recognize the purpose of business communication within the workplace i. Control ii. Motivation iii. Balancing needs and goals 4.2 Explain the structure in organization 4.2.1 Identify organization structure 4.2.2 Discuss the types of organization structure 4.3 Discuss the formal organizations structure 4.3.1 Explain the characteristics i. Complexity ii. Formalization iii. Centralization 4.3.2 Explain the formal communication channels i. Downward channels ii. Upward channels iii. Lateral channels iv. Diagonal channels 4.3.3 Explain the formal communication networks i. Chain network ii. Y network iii. Wheel network iv. Circle network v. All channel network 4.3.4 Explain the problems arising from formal organization communication 4.4 Elaborate the informal organizations structure 4.4.1 Explain the advantages of the informal structure 4.4.2 Explain the disadvantages of the informal structure
ii 4.4.3 Discuss the informal communication networks i. Single strand ii. Gossip chain iii. Probability chain iv. Cluster chain v. Grapevine EXERCISES
48 Topic 4: Workplace Business Communication 4 WORKPLACE BUSINESS COMMUNICATION Business communication in the workplace is the process of sharing information between people within and outside a company. Moreover, an effective business communication is how employees and management interact to reach organizational goals. 4.1 Explain the business communication in the workplace 4.1.1 Recognize the purpose of business communication in the workplace i) Control Organizations have rules and processes that employees must follow, communicated to workers to keep order and equity operating within the system. For instance, if an individual has a grievance about her job task, the organization might dictate that the grievance first has to be addressed with a supervisor. If it goes unresolved, the next step in the process might be to file a complaint that is reviewed by a committee. This is an example of an organization leveraging their communication processes to keep order and ensure grievances are heard fairly. There is an informal version of control within an organization, too. A department member might be too eager to please the boss, staying late and producing more than the others on his team. The other team members might pick on that eager individual, make fun of him, and very informally control that person’s behavior. ii) Motivation Employee motivation is the level of commitment, energy and innovation that a company's staff hold during the working day. It is the level of commitment, drive and energy that a company’s workers bring to the role everyday. Without it, companies experience reduced productivity, lower levels of output and it’s likely that the company will fall short of reaching important goals too. Control Motivation Balancing needs and goals
49 Topic 4: Workplace Business Communication iii) Balancing needs and goals Both employees and employers have needs and goals to achieve. Example, employees have families, events and outside work activities they consider important. Organizations have products and services to deliver to customers and obligations to investors and stockholders. Recognizing this tension, some employers are implementing more creative approaches to achieve a happy medium. They have learned that unhappy, dissatisfied employees are not productive and creative. Employers need to be more understanding such as schedule flexible hours, provide appropriate support or paid time off for employees to use as they desire. 4.2 Explain the structure in the organization 4.2.1 Identify organization structure (Forbes website, 2015) Figure 4.0 The 5 Types of Organizational Structure
50 Topic 4: Workplace Business Communication 4.2.2 Discuss the types of organization structure i) Hierarchical Organizations Communication typically flows from the top to the bottom which means innovation stagnates, engagement suffers, and collaboration is virtually non-existent and there is also no focus on the employee experience. ii) Flatter Organizations Unlike the traditional hierarchy which typically sees one way communication and everyone at the top with all the information and power, a ‘flatter’ structure seeks to open up the lines of communication and collaboration while removing layers within the organization. In flatter companies there is still a strong focus on communication and collaboration, improving the employee experience and challenging the status quo around traditional management models. iii) Flat Organizations There are usually no job titles, seniority, managers, or executives. Everyone is seen as equal. Flat organizations are also oftentimes called or referred to as self-managed organizations. iv) Flatarchies Somewhere in between hierarchies and flat organizations lie flatarchies. These types of companies are a little bit of both structures. They can be more hierarchical and then have ad-hoc teams for flat structures or they can have flat structures and form ad-hoc teams that are more structured in nature. Organizations with this type of structure are very dynamic in nature. v) Holacratic Organization A holacratic is a system for managing a company where there are no assigned roles and employees have the flexibility to take on various tasks and move between teams freely. The organizational structure of a holacratic is rather flat, with there being little hierarchy.
51 Topic 4: Workplace Business Communication 4.3 Discuss the formal organizational structure In a formal organizational structure, the management and divisions within a company are typically written and explained so all employees understand how things work. It clearly spells out the job to be performed by each individual, the authority, responsibility assigned to every individual, the superior-subordinate relationship and the designation of every individual in the organization. The characteristics of formal organizational structure includes complexity, formalization and centralization. 4.3.1 Explain the characteristics i) Complexity Organizational complexity is how multiple entities of an organization differentiate among themselves. It refers to the number of resources that are involved in a division, project, or team. If the size of the organizational structure or system is huge that organization is said to be complex. It clearly defines the roles and responsibilities of every employee, from the top level to a staff member. As a result, everyone in the company knows what they have to do and how they are supposed to achieve desired goals. For example, a school is considered a less complex organization as compared to a hospital, simply because a hospital requires a large diversity of specialists and doctors in order to function properly. ii) Formalization Formalization is the degree to which organizations standardize behavior through rules, procedures, formal training and related mechanisms. In other words, companies become more formalized as they increasingly rely on various forms of standardization to coordinate work. McDonald’s Restaurants and most other efficient fast-food chains typically have a high degree of formalization because they rely on standardization of work processes as a coordinating mechanism. Employees have precisely defined roles, right down to how much mustard should be dispensed, how many pickles should be applied, and how long each hamburger should be cooked.
52 Topic 4: Workplace Business Communication iii) Centralization Centralization means that formal decision-making authority is held by a small group of people, typically those at the top of the organizational hierarchy. Most organizations begin with centralized structures, as the founder makes most of the decisions and tries to direct the business towards his or her vision. 4.3.2 Explain the formal communication channel Figure 4.1 Downward, upward and horizontal communication i) Vertical Communication It involves an exchange of messages between two or more levels in the organizational hierarchy. There are two categories of vertical communication which is: • Downward Communication In any organizational hierarchy, when vertical communication flows from a higher level to one or more lower levels it is called downward communication. Downward communication may be in the form of staff meeting, company policy statement, company newsletters, informational memos, face-to-face contact and speeches. DOWNWARD UPWARD HORIZONTAL
53 Topic 4: Workplace Business Communication • Upward Communication In any organization, when the vertical communication flow is from a lower level to higher levels in the organization it is called upward communication. Upward communication consists of messages sent up the lines from subordinates to managers. It provides feedback for upper management regarding policies and practices, which allows for wider participation in decision-making. ii) Horizontal Communication Horizontal(or lateral) communication occurs in an organization between employees at the same hierarchical level. It also called crosswise communication, appears to be more prevalent across the lower levels of the organization, where it tends to focus on problem-solving, information sharing and conflict resolution. Horizontal communication is used to improve understanding, and coordinate efforts for achieving organization objectives. Downward • Sending too many messages • Issuing contradictory messages • Hurriedly communicating vague and unclear messages • Issuing messages indicating management’s low regard for lower-level workers Upward • Risk of telling upper management about problems • Managers acting angrily and defensively to problems • Few opportunities for workers to contact upper level of management Horizontal • Management discouraging or punishing horizontal communication • Managers and workers not given time or opportunity for horizontal communication • Not enough opportunities or channels for lower level workers to engage in horizontal communication Table 4.0 Common problem with downward, upward and horizontal communication
54 Topic 4: Workplace Business Communication 4.3.3 Explain the formal communication networks i) Circle Network Figure 4.2 Circle network The information flows in a circular form or direction rather than vertical form or direction. A can communicate simultaneously with two different persons, B, and C but to communicate with D, he has to pass the information with through B or C, and E. All five individuals cannot directly communicate with each other. In this network, the lowest level of worker can communicate with the top level of manager. (A could be the top level of manager and C could be the lowest level of worker). ii) Chain Network Figure 4.3 Chain network Under the chain pattern, the information flows either up or down the line. Here each person gets the information from his immediate superior and then passes it to their immediate subordinates. Likewise, the chain gets created, and all members get connected to a single person, typically the leader. This network is suitable when the information to be passed is legally correct.
55 Topic 4: Workplace Business Communication iii) Y Network Figure 4.4 Y network Here the middle is the central person who communicates with upward and downward person. It follows the formal chain of command where upward and downward communication takes place in the organizational hierarchy. The individual, thus, communicates with both their superior and subordinates. iv) Wheel Network Figure 4.5 Wheel network This is the most centralized forms of a communication network wherein all the information flows from one central person, typically the leader. The other members have little or no communication link with each other. Here, the leader deliberately controls the line of communication and make sure that the information reaches all in the group.
56 Topic 4: Workplace Business Communication v) All Channel Network Figure 4.6 All channel network Under this pattern, everyone is connected to each other, and the information can flow freely from anywhere in the organization. It is the most decentralized form of formal communication. The distinct feature of this communication pattern is that all the persons in the group are linked to each other and can freely communicate with anyone they want. 4.3.4 Explain the problems arising from formal organization communication i) Delay in actions While following scalar chain and chain of command actions get delayed in formal structure ii) Ignores social needs of employees Formal organizational structure does not give importance to psychological and social need of employees which may lead to demotivation of employees iii) Emphasis on work only Formal organizational structure gives importance to work only and ignores human relations, creativity and talents.
57 Topic 4: Workplace Business Communication 4.4 Elaborate the informal organizational structure In an informal organizational structure, the business does not operate under the guidelines of a written document that spells out the rules, regulations and chain-of-command. Under this structure, the business operates by a system developed by the employees who have proven effective. This structure relies on relationships forged between staff members, cooperation between teams and communication that focuses on achieving shared goals. 4.4.1 Explain the advantages and disadvantages of informal structure Informal structures are unique for every company, because they are based on the personalities of the employees and collaborative techniques developed over time. The advantages and disadvantages of informal organizational structure includes: Advantages Disadvantages Fulfill social needs Resistance to change Positive influence on productivity Create rumors Fast communication Lack of specialization Fulfill organizational objectives No systematic working Table 4.1 Advantages and disadvantages of informal structure 4.4.2 Discuss the informal communication network Grapevine is an informal channel of business communication. It is called so because it stretches throughout the organization in all directions irrespective of the authority levels. To hear something through the grapevine is to learn of something informally and unofficially by means of gossip or rumor. The usual implication is that the information was passed person to person by word of mouth, perhaps in a confidential manner among friends or colleagues. Despite existence of formal channels in an organization, the informal channels tend to develop when they interacts with other people in organization. The grapevine does not have any definite pattern or direction, though it is largely horizontal in nature. It can be effective horizontally, vertically and even diagonally.
58 Topic 4: Workplace Business Communication i) Single strand The single strand chain involves the passing of information through a line of persons to the ultimate recipient. In the figure, the person A tells B, who tells C, who tells D, and so on, till the information has reached most of the persons involved or concerned. Figure 4.7 Single strand ii) Gossip chain In the gossip chain, one person seeks and tells the information to everyone. This chain is just like the wheel where one person stays at the center and the information passes along the spokes of the wheel to others stationed on the rim. In the figure, A is at the center and passes the information to others staying on the rim of the wheel. Figure 4.8 Gossip chain iii) Probability chain The probability chain is a random process in which someone transmits the information to others in accordance with the laws of probability and then these others tell still others in a similar way. This chain may also be called random process. Figure 4.9 Probability chain
59 Topic 4: Workplace Business Communication iv) Cluster chain In the cluster chain, a person tells the information to the selected persons who may in turn relay (pass) the information to other selected persons. Most of the information communication follows this chain. Figure 4.10 Cluster chain
60 Topic 4: Workplace Business Communication EXERCISES 1. Explain the reason why the effective business communication in the workplace can directly improve the level of motivation among employees. 2. There are FIVE (5) types of organizational structure and each of them has its own uniqueness. Discuss the differences between hierarchical and flat organization. 3. Briefly explain the problem arising from formal organization communication and give the recommendations for the organization to improve. 4. There are many common problems with downward, upward, and horizontal communication. Explain with example for each of these communications. 5. Discuss the FOUR (4) differences between formal and informal organization communication.
i Course Outline 5. 0 Effective Business Communication Skills 5.1 Display the characteristics for effective business communication 5.1.1 Explain the characteristics for effective business communication i. Clarity of purpose ii. Feedback iii. Empathy iv. Modify the message according to the audience v. Multiple channels of communication vi. Make effective use of grapevine 5.2 Demonstrate the effective business communication skills 5.2.1 Recognize the effective business communication skills i. Interpersonal communication skills ii. Presentation skills iii. Public speaking skills iv. Feedback skills v. Listening skills vi. Information management skills 5.3 Describe the principles of effective business communication 5.3.1 Discuss the principles of effective business communication i. Completeness ii. Conciseness iii. Consideration iv. Clarity v. Concreteness vi. Courtesy vii. Correctness EXERCISES
61 Topic 5: Effective Business Communication Skills 5EFFECTIVE BUSINESS COMMUNICATION SKILLS Developing communication skills can help many aspects of our life, from professional career, to social gatherings or to our family life. In today's hectic world, we rely heavily on sharing information, resulting in greater emphasis being placed on having good communication skills. Good verbal and writtencommunication skills are essential in order to deliver and understand information quickly and accurately. Being able to communicate effectively is a vital life skill and should not be overlooked. In contrast, poor communication skills can have a negative impact which is a poorly delivered message may result in misunderstanding, frustration and in some cases disaster. 5.1 Display the characteristics for effective business communication 5.1.1 Explain the characteristics for effective business communication i) Completeness The communication must be complete. It should convey all facts required by the audience. The sender of the message must take into consideration the receiver’s mind set and convey the message accordingly. ii) Conciseness Conciseness means wordiness. For example, communicating what sender want to convey in least possible words without forgoing the other characteristicsof communication. iii) Feedback Feedback is the response or reaction of the receiver after perceiving or understanding the message. Feedback can be verbal or non-verbal.
62 Topic 5: Effective Business Communication Skills iv) Empathy Empathy is understanding another person's situation and relating to his emotions. Empathetic values show person are considering not just business objectives but the needs and desires of employees and other audiences. v) Modify the message according to audience To communicate and to present, person should fit to their audience. It's important to know the audience so that can shape the message to fit them. The more information sender have, the better they can shape their presentation. vi) Multiple channel of communication A communication channel is the medium, mean, manner or method through which a message is sent to its intended receiver. The basic channels are written, oral or spoken, and electronic and multimedia. Within those channels, business communications can be formal, informal, or unofficial. vii) Make effective use of grapevine Grapevine refers to a report circulating within an office or company through the mouths of employees. Traditionally, it can be either true or false, but has no official approval from the management.
63 Topic 5: Effective Business Communication Skills 5.2 Demonstrate the effective business communication skills 5.2.1 Recognize the effective business communication skills •Interpersonal communication is the process of exchange of information, ideas and feelings between two or more people through verbalor non-verbal methods. •It often includes face-to-face exchange of information, in a form of voice, facial expressions, body language and gestures Interpersonal Communication Skills •Presentation skills are the skills you need in delivering effective and engaging presentations to a variety of audiences. •These skills cover a variety of areas such as the structure of your presentation, the design of your slides, the tone of your voice and the body language you convey. Presentation Skills •Public speaking skills refer to the talent of effectively addressing an audience. Whether it is in front of a group of people you already know or a crowd of complete strangers, your ability to communicate to them with clarity and confidence Public Speaking Skills •Giving feedback is a vital business communication skill. It is a two-way process of giving efficiently or receiving it constructively. The employee receive the feedback comesto know about his weak points, his strengths, the areas which need improvement, and the way he can further improve his performance. Feedback Skills •Active listening is the ability to focus completely on a speaker, understand their message, comprehend the information and respond thoughtfully Listening Skills •Information management is a cycle of processes that support the organization's learning activities: identifying information needs,acquiring information, organizing and storing information, developing information products and services, distributing information, and using information Information Management Skills
64 Topic 5: Effective Business Communication Skills 5.3 Describe the principle of effective business communication 5.3.1 Discuss the principle of effective business communication – 7C’s i) Concreteness The meaning of concrete is clear. Being concrete means being definite in sending messages and the message should not be round about. What sender and receiver want to say must be clarified in the message and avoid using unnecessary words which create confusion in reader’s mind. ii) Courtesy It is important to keep friendly relations with those to whom they communicate such as maintaining relationship is good for a business because it depends on relations. iii) Correctness Message should be correct so that the reader can understand it properly. Spellings in messages and words in talking should be correct enough to be understood. False statements and words mislead people and sometimes it creates a great loss to the company. iv) Completeness A complete message makes the recipient satisfied and contented. Sometimes wrong or incomplete messages create misunderstanding in communication. v) Conciseness Message must be short. Everything should be included clearly in it because long and monotonous messages are sometimes avoided by the readers. vi) Consideration When sending any message, sender can consider as a receiver and their needs and requirements of the receivers must be takenwhile sending the message. They also need to listen to the receiver carefully to avoid misunderstanding.
65 Topic 5: Effective Business Communication Skills vii) Clarity Clarification of each matter is the most important part of an effective communication. Whatever sendershare with other people must be clear and understandable to avoid confusion.
66 Topic 5: Effective Business Communication Skills EXERCISES 1. Explain FIVE (5) characteristics of effective business communication. 2. Public speaking skill is one of the effective business communication skills. Briefly discuss the strategies for becoming a better speaker. 3. What is the importance of feedback skills among presenter or speaker? 4. Interpersonal communication is the process of exchange of information, ideas and feelings between two or more people through verbal or non-verbal methods. Explain why it is considered a vital business communication skill. 5. Discuss the 7Cs principles of effective business communication.
i Course Outline 6. 0 Intercultural Business Communication 6.1 Display the concept of culture and intercultural business communication 6.1.1 Identify the concept of culture and intercultural business communication 6.1.2 Explain the types of cultural differences i. Contextual differences ii. Legal and ethical differences iii. Social differences iv. Nonverbal differences iv. Age differences v. Gender differences vi. Religious differences vii. Ability differences 6.1.3 Explain the importance of intercultural business communication 6.2 Display the process of intercultural business communication 6.2.1 Explain the process of intercultural business communication i. Three levels of culture ii. Enculturation and acculturation iii. Ethnocentrism iv. Cultural relativism 6.3 Display the barriers to intercultural business communication 6.3.1 Explain the barriers to intercultural business communication i. Stereotypes and prejudice ii. Cultural practices iii. Social institutions iv. Value systems v. Ambiguity and conflict 6.4 Organize on improving intercultural business communication skill 6.4.1 Explain on improving intercultural business communication skill i. Studying other cultures ii. Studying other languages iii. Respecting preferences for communication style
ii iv. Writing clearly v. Speaking and listening carefully vi. Using interpreters, translators and translation software vii. Helping others adapt to your culture EXERCISES
Topic 6: Intercultural Business Communication 67 6INTERCULTURAL BUSINESS COMMUNICATION Individual are different in ages, races, religion, social contact, ethnicity, languages, and others. To promote peaceful interaction,so people need to know each other background so they can work effectively. Others, people also should understand and have a good communication with each other to avoid conflict especially when the organization go abroad. 6.1 Display the concept of culture and intercultural business communication 6.1.1 Identify the concept of culture and intercultural business communication Concept of culture Culture can be defined as shared ways of thinking and doing things. Popular culture is measured in the following differences such as gender, social class, religion, race, ethnicity and geographic region. For example, Malaysia is a multi-ethic, multi-cultural and multilingual society which consist mostly of Malay, Indian, and Chinese. Islam is the official religion which official language is Malay and English as second language. As businesspeople, they need closely familiar with both culture and communication. Culture is the sum, evolving total of social behavior and norms found in a group of people. At its largest level, a culture encompasses beliefs, laws, art, laws, and many other things. Any group of people, organization, or business can through time and effort create a culture and need to understand them. To do so, there must be open lines of communication. In that way, communication helps create culture and it will affect communication on verbal and non-verbal. Example, cultures in Malaysia are more to power distance. Other cultures, including Japan and Arab cultures, still place significance on power distance, but also place great significance on the context of the conversation. Moreover, members of a given culture tend to have similar assumptions about how people should think, behave, and communicate and they all tend to act on those assumption in much the same way. Cultures can vary in their rate of change, degree of complexity, and tolerance toward
Topic 6: Intercultural Business Communication 68 outsiders. These differences affect the level of trust and openness people can achieve when communications with other cultures. People learn culture directly and indirectly from other members of their group. In addition to being automatic, culture tends to be coherent; that is, a culture seems to be fairly logical and consistent when viewed from the inside. Certain norms within a culture may not make sense to someone outside the culture, but they probably make sense to those inside. Finally, cultures tend to be complete; that is, they provide their members with most of the answers to life’s big questions. This idea of completeness dulls or even suppresses curiosity about life in other cultures. Not surprisingly, such completeness can complicate communication with other cultures. Intercultural Intercultural communication essentially means communication across different cultural boundaries. Others, intercultural communication is also the process of sending and receiving messages between people whose cultural backgrounds could lead them to interpret verbal and nonverbal sign differently. Every attempt to send and receive messages is influenced by culture, so to communicate successfully, people need a basic understanding of the cultural differences that may encounter and how they should handle them. People efforts to recognize and bridge cultural differences will open business opportunities throughout the world and maximize the contributions of all the employees in a diverse workforce. 6.1.2 Explain the types of cultural differences There are EIGHT (8) types of cultural differences which include contextual, legal, and ethical, social, nonverbal, age, gender, religious and ability differences. i. Contextual differences There are many ways to communicate worldwide. Varies of meanings across different cultures can cause a barrier in communication. In contextual differences there is a high contextual culture and a low contextual culture. With high contextual culture people depend on the context of
Topic 6: Intercultural Business Communication 69 nonverbal actions than verbal communication. For example, cues or listening to a tone of voice. In a low contextual culture people depend on verbal communication. A low contextual culture way of communicating is spelled out through clear statements. The distinct difference between the two is how a person handles certain situations, for instance problem solving and negotiating. For example, in high-context culture such as South Korea or Taiwan, people rely less on verbal communication and more on the context of nonverbal actions and environmental setting to convey meaning. A Chinese speaker expects the receiver to discover the essence of a message and uses indirectness and metaphor to provide a web of meaning. In a low-context culture such as the United States or Germany, people rely more on verbal communication and less or circumstances and cues to convey meaning. An English speaker feels responsible for transmitting the meaning of the message and often places sentences in chronological sequence to establish a cause-and-effect pattern. ii. Legal and ethical differences Legal refers to acts, conducts, and behaviors that are according to the laws of the country while acts and behaviors that violate these laws are referred to as illegal. Example, bribery, murder cases and illegal drugs is prohibited in Malaysia. They can be arrested and sentenced to jails or death according to Malaysian law. Ethical is anything pertaining to right and wrong in thought and conduct. The principles of morals constitute ethics and thus what is moral is what ethical is. Anything that is immoral is considered unethical or not ethical. In many countries, abortion has been declared legal, and it is the right of a woman to decide whether to go for abortion for not. However, in many religions, killing a fetus is just as criminal as killing a human being and it is considered immoral to abort a fetus. Thus, while abortion may be legal, it is believed to be not ethical by many people. However, what is ethical and what is not is a subjective matter and it is hard to find everyone agreeing on what is considered unethical by some. iii. Social differences Social behavior is guided by formal and informal rules that influence the overall behavior of most people in a society most of the time.
Topic 6: Intercultural Business Communication 70 All individuals are different in terms of biological characteristics, personality, attitudes, social roles and experiences. iv. Nonverbal differences Nonverbal communication expresses meaning or feeling without words. Universal emotions, such as happiness, fear, sadness, are expressed in a similar nonverbal way throughout the world. There are, however, nonverbal differences across cultures can be a source of confusion. Example, someone in the United States might display a “thumbs up” to communicate confirmation or that they feel positively about something; people might stand two to three feet away from a new contact to respect their boundaries; and etc. v. Age differences Age can be defined as the length of time during which a being or thing has existed. People existed from birth until 100 plus years. According to studies, people’s age can be categories in difference generation. There are traditionalists (1922-1945), Baby Boomers (1946-1964), Generation X (1965-1980), Generation Y (1980-1994), and Generation Z (1995-2012). Today’s workplaces can have three or even four generations working side by side. Each generation can bring particular strengths to the workplace. However, each of these generations has been shaped by dramatically different world events, social trends, and technological advances, so it is not surprising that they often have different values, expectations, and communication habits. vi. Gender differences Gender differences in the workplace typically stem from social factors, which influence the behaviors of men and women. Some organizations welcome gender diversity and encourage the inclusion of both sexes when making company decisions and offering promotional opportunities. Other organizations discourage gender inclusion and promote bias in the workplace. With most companies, gender differences add value and varying perspectives to an organization. Example of differences can be discussed below: • Men tend to connect through competition, while women thrive in collaborative environments.
Topic 6: Intercultural Business Communication 71 • Men remember positive feedback received while women focus on the negatives of any given critique. • Men speak in absolute directives, while women often phrase requests in the form of a question. • In collaborative situations, women are more likely to share praise, thanks and regrets among the group, while men not only choose not to share such thoughts, but often receive such praise or other commentary without providing any reciprocal feedback. • Men seek immediate gratification that can be seen by others, while women are more inclined to maintain order. vii. Religious differences Religion in the workplace is a complex and contentious issue. As one of the most personal and influential aspects of life, religion brings potential for controversy in a work setting—as evidenced by a significant rise in the number of religious discrimination lawsuits. Some employees feel they should be able to express their beliefs in the workplace, but companies try to avoid situations in which openly-expressed religious differences cause friction between employees or distract them from their responsibilities. As more businesses establish inclusive workplaces, you can expect to see this issue being discussed at many companies in the coming years. viii. Ability differences Ability are the qualities of being able to perform or do something. It can be thought of simply as a person’s capabilities. There are 2 types of ability which are Intellectual Ability and Physical Ability. Intellectual ability is the capacity to do mental activities thinking and reasoning and problemsolving. It commonly refers to the ability measured by performance on an intelligence test. It is also sometimes used in the context of discussing the performance of someone in an academic or real-world setting.
Topic 6: Intercultural Business Communication 72 Physical ability is the capacity to do tasks that demand stamina, desired, strength and similar characteristics. It can identify individuals who are physically able to perform the essentials function of a job without risking injury to others. 6.1.3 Explain the importance of intercultural business communication i. Developing cultural competency Cultural competency includes an appreciation for cultural differences that affect communication and the ability to adjust one’s communication style to ensure that efforts to send and receive messages across cultural boundaries are successful. As for this reason, employees will already an expert in culture. Employee will understand how their society works, how people are expected to communicate, what common gestures and facial expressions mean, and so on. ii. Global business opportunity Modern communication and transportation networks bring businesses, organizations and individuals in contact with a large diversity of people from all over the world. People in different countries learn different social cues and have different styles of communication. The ability to learn how different cultures communicate is an asset in the modern world and its give opportunity to the organization to go globally. iii. As an intercultural communicator With the growth of the internet and technology in recent years, it is clear that the world is becoming more and more interconnected. International business and international relations continue to be an important aspect in creating a successful business and being a successful intercultural communicator. In our ever-changing world, the importance of being a competent intercultural communicator cannot be disputed. iv. Productivity and Proficiency Intercultural communication helps employees from different ethnic backgrounds to communicate effectively with one another. It also guides the management competencies to design policies that incorporate the diversity in the team, allowing every member to be productive and proficient in their tasks. Since employees are well trained in intercultural communication, it eliminates
Topic 6: Intercultural Business Communication 73 misunderstanding and dissatisfaction that may arise if employees’ needs are not put into consideration while developing policies, planning for meetings, and designing incentive schemes. Satisfied employees will able to focus on their duties, thereby increasing productivity. v. Effective Leadership Intercultural communication also fosters effective leadership in an organization. Modern organizations are composed of diverse people, and managers are expected to lead their teams by creating understanding of the company’s policies while accommodating the diverse views of his team. A company that equips its leadership team in intercultural training enables them to motivate their teams, regardless of their cultural background. Intercultural training builds effective communication, which is a step toward effective leadership. 6.2 Display the process of intercultural business communication The process of intercultural business communication can be categorized in 4 levels which are: - Figure 6.0 The Process of Intercultural Business Communication Cultural relativism. Ethnocentrism Enculturation and acculturation Three levels of culture
Topic 6: Intercultural Business Communication 74 i. Three levels of culture Source: Schein, 2019 Figure 6.1: Three Levels of Culture Figure 6.1 illustrates the shared values and assumptions of culture relate to each other and are associated with artifacts. Basic assumptions are a deeper element that some experts believe is the essence of culture. Shares assumptions are nonconscious, taken-for-granted perception or ideal prototypes of behavior that are considered the correct way to think and act toward problems and opportunities. Values are stable, evaluative beliefs tat guide our preferences for outcomes or courses of action in a variety of situations. They are conscious perceptions about what is good or bad, right or wrong. Artifacts are the observable symbols and sign of a culture, such as the way visitors are greeted, the physical layout, and how people are wearing. Artifacts are the essence of culture, whereas most other experts view artifacts as symbols or indicators of culture. Either way, artifacts are important because they reinforce and potentially support changes to a culture.
Topic 6: Intercultural Business Communication 75 ii. Enculturation and Acculturation Characteristics Enculturation Acculturation Definition Is the process through which individual acquire values and norms of the culture through unconscious repetition, and is mostly see from birth Is the process of modifying cultural beliefs and customs of a group of people or an individual by borrowing traits from a different culture Cultures involved One culture Two or more cultures Essence Is an essential survival requirement Is not an essential survival requirement Results Does not lead to modification of cultural practices Results in the modification of cultural practices Dominant culture Any other cultural difference does not make a different The dominant culture influences other cultures in acculturation Table 6.0: Differences between Enculturation and Acculturation iii. Ethnocentrism Ethnocentrism is the tendency to judge other groups according to the other groups according to the standards, behaviors, and customs of one’s group. Given the automatic influence of one’s own culture when people compare their culture with others. They often conclude that their own is superior. An even more extreme reaction is xenophobia, a fear of strangers and foreigners. Clearly, businesspeople who take these views are not likely to communicate successfully across cultures. iv. Cultural relativism Cultural Relativism is a philosophy that believes that when it comes to matters of right and wrong and other values of a moral nature that there are no absolutes or any fixed truths, but rather that all is relative. Every cultural relativism has a different viewpoint and their individual viewpoints should be respected. Cultural Relativist view themselves as tolerant; they see other cultures not as wrong but as different. They also not judging a culture but trying to understand it on its own terms (putting self in their (other culture’s) shoes/eyes.