BUSINESS COMMUNICATION ENGB213

1. BUSINESS COMMUNICATIONENGB213 Unit 1 Business communication basics

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 , thru 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: • Stronger decision-making and problem-solving • Upturn in productivity • Convincing and compelling corporate materials • Clearer, more streamlined workflow • Enhanced professional image • Sound business relationships • Successful 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

7. 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

11. Barriers to communication

12. The flow of communication

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

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