Communications for Business

1. Communications for Business Lecture 1: Effective Communication in Business

2. Course Details • Lectures – 12 x 2 hour sessions • Seminars – 12 x 2 hour sessions • Self-Study Activities – 12 x 3 hour sessions • Private Study – 66 hours

3. Assessment • 100% examination • 2.5 hours duration • Closed book • Past papers available on the NCC Education Campus

4. Reading • There is no set text for this module. • You are strongly advised to purchase a business study skills/business communication skills text book to help with your studies. Any one of the book titles in the module descriptor reading list would be acceptable, but there are many others to choose from.

5. Learning Objectives • Understand the importance of communication in business • Understand the process of communication in business • Using communication technology • Ethics in business communication

6. Introduction • Communication is at the centre of all organisations • Without communication, very little would get done and the organisation would not achieve its goals • But, how can we ensure our communication is effective? …..

7. Benefits of Effective Communication • Improved decision making • Earlier warning of potential problems • Increased productivity • Stronger business relationships • Clearer marketing messages • Enhanced professional image

8. Communicating in Organisational Settings • Formal communications network • Ideas and information flow along lines of command • Downward, upward and horizontal • Informal communications network • Grapevine

9. Example of Formal Communication Network

10. External Communication • Formal – letters, announcements • Informal – meetings, sales contacts • Social networking technologies • Linkedin • Facebook

11. Characteristics of Effective Business Communication • Provide practical information • Give facts rather than vague impressions • Present information in a concise and efficient manner • Clarify expectations and results • Offer compelling, persuasive arguments and recommendations

12. The Communication Process

13. Barriers to Effective Communication • Noise and distraction • Competing messages • Filters – human or technology interventions • Channel breakdowns – failure to deliver message

14. Class Activity • Work in groups of about 5 • What do you think are the key elements required to ensure that communication between people is effective? • 10 minutes • Feedback to the class • 5 minutes

15. Communicating Effectively With Your Audience • Consider audience expectations • Ensure ease of use • Use familiar words and images • Clearly address their needs – not yours • Design for compatibility

16. Adopt an Audience-Centred Approach • Keep your audience’s needs in mind • Adopt a “you” attitude • Learn about their biases, education, age, status and concerns

17. Giving Constructive Feedback • Think through your suggested changes carefully • Discuss ‘improvements’ rather than ‘flaws’ • Be specific • Keep feedback impersonal • Time your feedback carefully • Highlight any limitations your feedback may have

18. Responding to Constructive Feedback • Resist the urge to defend your work • React unemotionally • Step back and consider the feedback • Ensure suggested changes are valid

19. Using Technology to Improve Business Communication • Used wisely, technology can help you communicate more effectively • BUT… • Benefits are not automatic • It is an aid to interpersonal communication not a replacement • Can waste time and money if not used efficiently

20. Tools for Communicating Effectively • Connecting with the office • Collaborating • Sharing the latest information • Interacting

21. Communicating Ethically • Ethics are “accepted principles of conduct that govern behaviour” • Ethical communications: • Include all relevant information • Contain all information • Are not deceptive in any way

22. Examples of Unethical Communications • Plagiarism • Selective misquoting • Misrepresenting numbers • Distorting visuals

23. Ensuring Legal Communication • Business communication is bound by a variety of laws and regulations: • Promotional communication – truth and accuracy in advertising • Contracts • Employment communication • Intellectual property • Defamation

24. Conclusions • Effective communication can deliver a range of business-related benefits • There are both formal and informal communication networks • Ensure you understand your audience in order to communicate effectively • Used wisely, technology can help you communicate more effectively • Be aware of your ethical and legal responsibilities

25. References • Payne & Whittaker “Developing Essential Study Skills”, 2nd Edition, FT Prentice Hall, ISBN: 978-1405840873 • Cottrell “The Study Skills Handbook”, 3rd Edition, Pallgrave Macmillan, ISBN: 978-0230573055 • Price & Maier “Effective Study Skills: Essential Skills for Academic and Career Success”, Prentice Hall, ISBN: 978-1405840736 • Cameron “The Business Students Handbook: Skills for Study and Employment”, 5th Edition, FT Prentice Hall, ISBN: 978-0273730712

26. Lecture 1 – Effective Communication in Business Any Questions?