1. Unit 1 Business communication basics BUSINESS COMMUNICATION ENGB213

2. Overview Effective communication – an organisation’s lifeblood Benefits of effective communication Communication in a changing workplace Methods of communication Choosing the channel of communication Summary of communication choices Key stages in the communication cycle Barriers to communication The flow of communication Intercultural sensitivities Checklist for communicating effectively across cultures Seven steps to effective communication The impact of information technology Successful communication – key points to remember

3. Effective communication – an organisation’s lifeblood We communicate every day – talking to people on the phone / in person, taking dictation, writing letters, reports, emails Essential to learn from our communications, through success and failures, to develop and enhance our communication skills How? The more we write and speak, the more we improve our communication skills Communication : giving, receiving or exchanging information, opinions or ideas by writing, speech or visual means, so that the message communicated is completely understood by the recipient(s)

4. Benefits of effective communication Good communication at all levels is essential SUCCESS: S tronger decision-making and problem-solving U pturn in productivity C onvincing and compelling corporate materials C learer, more streamlined workflow E nhanced professional image S ound business relationships S uccessful response ensured

5. Communication in a changing workplace Effective communication is vital to meet today’s challenges: Advancing technology - various technological tools help us communicate faster, frequent and across an increased range. People are reachable wherever they go Global communications - More businesses are working on a global scale The information age - Constant challenge to get recipient’s attention Team-based business environments - Teamworking is regarded as important

6. Methods of communication

8. Choosing the channel of communication The channel/means that is chosen to send a message is very important; Can influence the message and how it is interpreted by the recipient Factors: Cost Confidentiality Safety and security Influence Urgency Distance Time of day Resources Written record Recipient

9. Summary of communication choices Use oral channels when: The message is simple Need immediate response Doesn’t need permanent record Message has emotional factor Use written channels when: Message is detailed or requires careful planning Don’t need immediate response Need to have permanent, written record Minimise distortion Use electronic channels when: speed is important Time zones differ Physically separated from audience

10. Key stages in the communication cycle Sender 1. Conceive message 2. Encode message 3. Select appropriate channel Recipient 4. Decode message 5. Interpret message 6. Feedback

11. Barriers to communication None-verbal signals LanguageListening Pre- judgement Relationships Emotional responses Systems

12. The flow of communication Vertical communication Most frequent, follows chain of command Horizontal communication Occurs between people of the same status Diagonal communication Between people in different departments/ levels The grapevine Occurs when the correct lines of communication are not used

13. Intercultural sensitivities What is Culture? Shared system of beliefs, attitudes, values, expectations and norms of behaviour Acknowledging cultural differences Not judging other people by your own standards Essential to retain an open mind Avoiding ethnocentrism – recognising differences - avoid assumptions - do not pre-judge

14. Checklist for communicating effectively across cultures Show respect Show empathy No pre- judging Be open- minded Avoid distraction Be patient Look for similarities Send clear messages Recognise prejudices Treat as individuals

15. Seven steps to effective communication

16. The impact of information technology

17. Successful communication – key points to remember Read Listen intelligently Think and plan Use appropriate language Be open-minded Select appropriate media Time your communication appropriately Use appropriate language Obtain feedback Aim high

18. Common Errors and Cliché A lot - never use alot Above-mentioned - Instead of using Thank you for registering for the above-mentioned workshop. use Thank you for registering for this workshop. Affect/effect - Affect is a verb meaning ‘to influence’. The fall in productivity will affect our profits this month. - Effect is a noun meaning ‘result’. The fall in productivity will have an effect on our profits this month.

19. Common Errors and Cliché 1. Ten years have (passed/past) since the two companies merged. 2. When you take a problem to your manager, be sure to offer an (alternative/alternate) solution. 3. Good teachers should try to (elicit/illicit) answers from their students than telling them everything. 4. Perhaps you can ask the chairman to (defer/deter) the decision until the next meeting. 5. When the company received a lot of adverse publicity, the staff (moral/morale) was very low. 6. Always (insure/ensure) that you proofread your documents carefully before sending them out. 7. I have asked Martha to write (formally/formerly) to John. 8. Mark has always (aspired/inspired) to be a manager. 9. The CEO’s speech has a great (affect/effect) on staff motivation. 10. Please let me have your expert (advice/advise) on this issue.