MGT 2301 Business English Chapter 1

1. MGT 2301 Business English Chapter 1 What is Communication?

2. The BASIC Principle of Communication • People are not mind readers. • People judge you by your behavior, not your thoughts. • The message that you send out to people is what people will receive, not your thoughts.

12. Types of General Communication

13. Verbal Communication Meaning: You use words • Message that is given verbally. • Communication is done by • word of mouth • writing.

14. Verbal Communication The objective is to keep it shortand simple

15. Verbal Communication • When talking to others, people usually bring their own • Attitude (bored, irritated, thinking he is smarter than the speaker) • Perception (this person is weak, this person is scary) • Emotions (I’m tired today, I am in a good mood) • Thoughts (Hungry, distracted, very interested) • This sometimes creates barriers in delivering the right meaning.

16. To deliver the right message, you must think from your receiver’s point of view. Will the listener get the wrong idea? Will the person understand the message?

17. Oral Communication • In oral communication, spoken words are used. • It includes • Face-to-face conversations • Speech • Telephone conversations • Video • Television • Internet calls

18. Oral Communication • Oral communication depends on pitch, volume, speed,tone and breathing. • It lets you express emotions, to inspire or motivate others or to discourage or offend people

19. Different Types of Speech Patterns

20. I love you I like you I hate you

21. Cocktail Party Game

22. What about speed? What is the difference between someone who talks really fast and someone who talks really slow? How do you feel when you listen to them?

23. Advantages of Oral Communication The advantages about oral communication are: • quick feedback • You will get your reply faster • In a face-to-face conversation, by reading facial expressions and body language, one can guess whether he/she should trust what’s being said or not.

24. Advantages of Oral Communication • Oral communication helps in teamwork or good work. • You are able to make decisions faster • Any misunderstandings can be cleared immediately. • Shows warmth and friendliness

25. Disadvantages of Oral Communication • In a face-to-face discussion, user is unable to think about what he is saying • Long and wordy type of communication cannot be as effectively as verbal messages. • For example, long speeches or lectures

26. Disadvantages of Oral Communication • The listener might understand the message differently. 

27. Oral communication is not considered legal record unless recorded

28. Written Communication • Communication is a learned skill. Most people are born with the physical ability to talk. • However, to speak and write well are skills that we have to learn and develop.

29. So, what is written communication? Written communication is communication through written symbols that is exchanged by or to or between people or groups

30. Written Communication • Written communication should have clear points. • This is usually done through the use of good English

31. Written Communication • It should also have examples and supporting details to show that the written communication makes sense.

32. Written Communication • Good written communication is by careful thought and clear planning. It needs to be clear, direct and easy to read. • This reduces misunderstanding and ambiguity.

33. Email me…

34. What is Ambiguity?

35. What is ambiguity? In written communication, ambiguity usually refers to a word, phrase or sentence that has more than one meaning.

36. Ambiguity For example: • The lady hit the man with an umbrella. • He gave her cat food. • I saw her duck.

37. Written Communication • To avoid ambiguity, a person needs to do three things in written communication: • Planning stage (Outline) • Writing stage (Draft) • Editing stage

38. Advantages of Written Communication • Written communication is permanent and recorded for future references. 2. It reduces the possibility of misunderstanding and misinterpretation.

39. 3. It can save time when many people must be contacted. • It appears formal and authoritative for action.

40. Disadvantages Of Written Communication • Written Communication doesn’t bring instant feedback. • It takes more time to create a written message compared to talking. Sometimes, people struggle to write.

42. What is COMMUNICATION? It is the process of transferring information from a sender to a receiver There are two types of communication at work:- a) Internal (takes place between people inside a company) b) External (takes place between a company and outside parties) Excellence in Business Communication, 8e

43. External Communication

44. Internal Communication

45. Downward (manager to subordinates) Upward (subordinates to manager) Horizontal (same level colleagues) Grapevine (Gossips) Internal Communication Excellence in Business Communication, 8e

46. Formal Methods (official channels) Informal Methods (non-official channels) Marketing Public Relations Social Networking Virtual Communities External Communication Excellence in Business Communication, 8e

47. Stronger decision making and faster problem solving Able to detect potential problems earlier Increase productivity Stronger business relationships How do you know if there is effective communication in the workplace? Enhance professional image for employees and company

48. Respect Courtesy Common Sense Etiquette in Business Excellence in Business Communication, 8e