Alice Nandawula Mugishaamugisha@cis.mak.ac.ug

Aim and Objectives of the Course

Objectives:understanding the importance and the

difference types of Business Communication To increase the

ListeningSpeakingWriting effectiveness in business communication.

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Aim: To develop effective Business communication skills that can be applied to interpersonal, organizational and external contexts.

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Objectives of the Course cntdIncrease the knowledge and understanding of

- The process of effective communication - The approaches to effective communication - The relevance of the different

communication media to effective policy communication

Intellectual Skills

- Ability to conceptualize the processes of effective communication

- Ability to discern the different environments and appropriating the relevant media to use

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Objectives of the Course cntdPractical Skills

- Ability to develop communication plans that will meet the needs of a specific department or organization

- Ability to review policy documents to facilitate effective communication

Transferable Skills - Effective writing skills - Effective oral communication skills

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Course Outline Overview of communications;

Definitions Processes and types New technologies and communication Noise and barriers to effective

communication Communication in Business Verbal Communication Business Correspondence Effective Presentations Conflict Resolution Communication Networks

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Course Outline cont’d.. Communication Systems Communication Planning Effective Business Writing Report Writing

Disclaimer: I reserve the right to modify any of the above information as necessary throughout the semester! Other topics may come in.

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References1. Bovee, CIL, Thill,J.V.S Schatzman. B.e (2003).

Business communication Today, seventh edition, New Dehl; Pearson Education.

2. Murphy, H.A, Hilderbrandt. H.W; and Thomas.J.p (1997). Effective business communication, Boston, Ma/ McGraw-Hill.

3. Online materials

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This week ...

Overview of communications; definitions, processes; and types; new technologies and communication, barriers to effective communication

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DefinitionsWhat is Communication?

The word communicate comes from the Latin verb “Communicare” that means;o to imparto to participateo and to share

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Definitions:What Is Communication?No Transfer of Meaning—No CommunicationInfluence of Mental Maps—Yes,

Communication

Communication is the process of sharing our ideas, thoughts, and feelings with other people and having those ideas, thoughts, and feelings understood by the people we are talking with. When we communicate we speak, listen, and observe

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What Is Communication?Conscious and Intentional

NonverbalVerbal

Unconscious and UnintentionalNonverbalVerbal

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Basic Communication ModelFor communication to exit there must be at least

four elements.1. A sender / encoder2. A receiver / Decoder3. Message4. Channel/Medium

Speaker encoding message decoding listener

In successfull communicationsent =received

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Communication Model

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Basic Communication Model cont’d..Encoder/ sender

Encodes the messageChooses appropriate channelSolicits feedback Attempts to minimize the noise

Encoding: the process of transferring the information you want to communicate into a form that can be sent and correctly decoded at the other end

Decoder / receiverDecodes the messagePractices active listeningProvides feedback

Decoding: the process where the message is interpreted for its content.

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Communication Processes and Types

Types of Communication

Verbal

Written

Non Verbal

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Communication Processes and TypesVerbal Communication Spoken verbal communication, relies on both

words, visual aids and non-verbal elements to support the conveyance of the meaning. Includes discussion, speeches, presentations, interpersonal communication and many other varieties.

Non Verbal Communication (Body

language) Facial expressions, gestures, paralanguage,

body language, distance, eye contact, touch, and appearance

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Communication Processes. In case of Verbal type of Communication,

look out for the following:Verbal: What you say i.e. the messageVocal: How you say i.e. Music or your

voiceVisual: How you seem and who you are

Most powerful element of communication is:Visual

! Give importance to visual self, as much as the knowledge and experience.

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The Communication Process

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New technologies and communicationChanges in web-based technology have made it

far easier for individuals to publish, access and share information globally.

Web-based tools that have proven effective on the internet are now making their way into organizations enabled by intranets.

The rise of more accessible and easy-to-use technologies are allowing employees to voice their opinions and become more involved in communication and decision making.

Business leaders will need to understand the merits of new social software and how it can benefit them and their organizations

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New technologies and communicationEvolution of Communication

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Barriers to effective communicationSending:

Lack of gestures, tone of voice, ambigious words!: Convey the importance of the message.

Environment:

Noise.Physical obstacles, inadequency of the channels,

Receiving:

Misinterpretion of any word or behaviour, perceptual filter which reflect all our past experinces and learning

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Problems in Sendingusing technical words for communication to

nontechnical peopleforgetting that the visual and vocal elements

are the most important, words less.Ignoring the situation, expectencies and

interests of the listener according to their expertise.

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Noise in the environmentNoise creates distortions of the message and

prevents it from being understoood the way was intended

Noises may be ringing telephones, honking horns, messy, chaotic surroundings etc.

Time, inapropriate time may be an obstacle to give message clearly.Friday afternoon is not proper for a heavy meeting.

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Perception ProblemsListeners ability to understand. Lack of attention, inattentive or bored

listenersEmotional state, stress, fear, anxiety, anger, Financial pressuresPrejudgementsBe sure that the receiver is “on”

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The importance of business communicationTime is money&time has a costTime is limited with project

deadlines,workhoursBusinesspeople are not our family or friendsBusiness is not a game or joke but seriousIt is a half-diplomatic environmentWe may need any person in our career path

with the nice memories about us.

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Summary We have Covered; Definitions, Communication processes; and types; New technologies and communication, Problems affecting effective communication

Next week Communication in business

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