© Cambridge University Press 2012 COMMUNICATION IN BUSINESS AREA OF STUDY 1 UNIT 2 COMMUNICATION AND MANAGEMENT COMMUNICATION IN BUSINESS

© Cambridge University Press 2012 Work Requirements Read page (According to the timeline Communication unit to be completed by July 30). Complete Activities on page (Due now) Complete Activities on page Complete Activities on page Complete Activities on pages Case Study on page 149 Complete Activities on pages 151 Summary and review questions on page 152

© Cambridge University Press 2012 Communication and its relationship to business objectives and strategy Success in business is dependent on effective communication. Many problems arising in small business are the result of poor communication.

© Cambridge University Press 2012 Communication and its relationship to business objectives and strategy (cont.) Business objectives and strategies must be clearly communicated to stakeholders.

© Cambridge University Press 2012 Communication and its relationship to business objectives and strategy (cont.) Internal stakeholders such as employees and management must be aware of the objectives if they are to work towards their achievement

© Cambridge University Press 2012 Communication and its relationship to business objectives and strategy (cont.) External stakeholders such as the general public and customers make judgements about a business based on its objectives.

© Cambridge University Press 2012 The communication process The communication process involves three steps: 1 The sender gives out the message to a receiver in an encoded form. 2 The receiver is exposed to the message and decodes it. 3 The receiver gives feedback.

© Cambridge University Press 2012 Factors that affect how a message is decoded Factors affecting how a message is decoded by the receiver: Cultural differences Body language accompanying the message The mood and state of mind of the receiver The environment in which the message is delivered The language used.

© Cambridge University Press 2012 Factors that affect how a message is decoded Factors affecting how a message is decoded by the receiver: Cultural differences Body language accompanying the message The mood and state of mind of the receiver The environment in which the message is delivered The language used.

© Cambridge University Press 2012 Types and purpose of information to be communicated Types/purpose and audiences of business communication: Internal communication – among internal stakeholders, can be upwards, lateral or downward External communication – business-to-business or business-to-the-wider community communication

© Cambridge University Press 2012 Types and purpose of information to be communicated (cont.) Formal channels of communication – official channels under control of management Semi-formal channels – communication in a formal setting but not under direct management control, e.g. discussion at a seminar

© Cambridge University Press 2012 Types and purpose of information to be communicated (cont.) Informal channels – unofficial (the grapevine) where management has no control.

© Cambridge University Press 2012 Methods of communication Methods of communication: Verbal involving use of words: Written – letters, memos, fax, , and so on Oral (spoken) – meetings, interviews, and so on

© Cambridge University Press 2012 Methods of communication (cont.) Non-verbal – body language, gestures, and so on Combination – involves both verbal and non- verbal, e.g. brochures, pamphlets, signs, business cards.

© Cambridge University Press 2012 Business communication A business manager must be able to select the most appropriate methods of communication to suit the circumstances they face.