Business Communication

Lecturer Resources: Contact details: Andrew Tucker B Com LLB See Bibliography for recommended reading www.letslearnmore.weebly.com Contact details: andrew.tucker46@gmail.com 082 569 3764 Lecturer Andrew Tucker B Com LLB

Understanding business communication Chapter one

The communications process Idea Encoding Message Transmission Received Decoding Response Feedback The communications process

Themes to improve business communication Ethical communication Intercultural sensitivity Audience centered approach Giving & receiving constructive feedback Sensitive to business etiquette Effective use of communication technology

Benefits of effective communication Faster problem solving Stronger decision making Increased productivity Steadier work flow Stronger business relationships More compelling promotional message Enhanced professional image and stronger brand Improved stakeholder response

Planning business messages Chapter two

Requirements Your message should: Have a clear purpose Meet the needs of your audience Communicate efficiently

The three step writing process

Planning (about ½ available time) Analyse the situation Gather info Select correct medium Organize the message Planning (about ½ available time)

Purpose of a business message General purpose Inform Persaude collaborate Specific purpose What do you want to accomplish? How should audience respond?

Gathering information Read reports, documents etc Consider other viewpoints Talk to staff, customers etc Ask audience for input Gathering information

Select the right medium Written, oral or electronic?

Written media

oral media

electronic media

Factors to consider when choosing medium Media richness Message formality Media limitations Sender intentions Urgency & cost Audience preference

Organising the message What are you trying to say?

Approach Topic – your overall subject Main idea – a specific statement about your topic Scope of message – the range of information presented

Indirect or direct

Writing business messages Chapter three

Adapting message to suit the audience The “you” attitude Good etiquette Emphasising the positive Bias free language

The “you” attitude Speak & write to your audiences wishes, hopes, & interests Replace the “I” with “You” Don’t overdo it!

Good etiquette Indicates respect for audience & cultivates a better environment for communication Softer approach when necessary – consider the audience

Emphasise the positive Don’t hide negative news Look for the positive points Point out benefits to audience Don’t use negative words

Use bias free language Be careful not to use words that indicate bias on grounds of gender, race, ethnicity, age, disability etc

Style & tone Vary style to match message & relationship to audience Create a conversational tone Avoid pompous language Do not be too familiar Be careful with humour

Style & tone Use plain English Select either an active (preferred) or passive voice

Style & tone Active voice Passive voice Subject performs the action (object receives) Half the class failed the test I broke the glass The sales team had a record month Normally use the active voice Subject receives the action The test was failed by half the class The glass was broken A record month was had by the sales team Use to give bad news or create impersonal tone

Composing the message Carefully choose your words (see pg 40) Create effective sentences Coherent paragraphs