business communication - bennyclerk.files.wordpress.com · business communication is therefore the...
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BUSINESS
COMMUNICATION
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Course Outline
What is Business Communication
Definitions
The Business Milieu in Ghana
Importance of communication in the workplace
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Channels of Communication
Verbal – Definitions, examples
Non-Verbal – Definitions, Examples
Talents and Skills needed for communication
Moods and Tones of communication
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Getting ready to communicate
Preparation (Deliverer/ Speaker/ Writer)
Topic/Theme/Content
Purpose/ Reason/Function/Occasion
Audience/Background
Aids/Examples
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Preparation
Venue
Time/Date/Duration
Facilities
Invitations
Organisation of materials
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The Delivery
On the Day
Dressing/Appearance
Mannerisms – Speech/Movements
Eye contact
Writing (Written)
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The 3 Cardinal Points
Brevity – Economic use of words staying within time
Clarity – unambiguous use of words, examples, movements
Appropriateness – professional correction of words, movements, gestures, fitting function/occasion/targets
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Channels of Communication
Verbal Oral – Merits and Demerits
Informal/Conversation
Grapevine/Rumours/Gossip
Introduction of personalities
Chairperson’s remarks
Vote of Thanks
Proposal and Response of Toast
Telephone conversation
Interviews
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Meetings
Talks and Speeches
Lectures, Symposium/Colloquium
Seminar, Workshop and Conference
Business Plan/ Proposal/Pitching
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Channels of Communication
Verbal (Written) – Merits, Demerits, effective writing
Mission and Vision Statements
Motto, Slogan and Jingle
Memoranda
Notices
Letters
Reports
Curriculum Vitae/Resume
Adverts
Citation and Tributes
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Channels of communication
Non-verbal – Definitions
Cultural Interpretations
Workplace and societal cultures
Language and Culture
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Vocally produced sounds
Intonation
Tone of Voice
Noises
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Kinesics (Body Language)
Posture
Gestures/movements
Emblems
Illustrations
Affect display
Regulators
Adaptors
Tactile
Facial expression/ Eye movements
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Pause and Silence
Materials and Symbols
• Dresscode and Colour
• Symbols and Meaning
• Architectural Design
• Artefacts/Art pieces
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Ethics and Professionalism in
communication
Definitions
Code of Ethics
▪ Fraud and Misuse
▪ Liability
▪ Patents and Copyright
➢ Trade Secrets
➢ Laws and Legislation
➢ Communicating with PWDs
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Methods of Engagement
❖ Lectures
❖ Students’ Presentations
❖ Discussions
✓ Assessment:
Assignments = 10
Midsem = 20
End of Sem Ex=70
100
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Introduction:
Importance of communication in all of life’s
situations, relations and interactions can
never be underestimated. Afterall even
God, the creator brought every created
thing, including the humans into being by
His Word.
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Outline
▪ Definitions of Business, Communication
▪ The Business Milieu in Ghana – Examples
▪ Why Business communication
▪ Channels of Communication
▪ Talents and Skills
▪ Moods and Tones
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Definitions:
Business (as a verb) is the buying and selling, exports and imports,
manufacturing and service for the purpose of generating
income/profit/a living.
Business (as a noun) is also an entity, organisation, endeavour, firm
or company.
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Definitions
Communication is an art, act, process, means, way,
method of a Sender/Encoder/Author/Actor who conceives
of an idea, thought, opinion, or view and who decides to
transmit/convey/relay/transfer such to another party
known as the Receiver or
Receipient/Decoder/Reader/Spectator/Target/Audience,
etc. in a medium, language or form understood and
accepted by both so that feedback can take place.
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BUSINESS COMMUNICATION is therefore the
exchange of/ the sending and receiving of
information within or between companies
for the purpose of generating
income/profit.
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Businesses in Ghana
o These may be formal or informal
Manufacturing
Construction
Hospitality
Trading and Retailing
Banking and Financial Services
Legal Services
Education
Leisure, Sports, Entertainment
o Overlaps are common
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Importance of Communication in
Business
Research is necessary for the development of the business
Adverts are needed to “sell” or promote the products
Discussions are a must for inclusive decision taking
Instructions to workers give clear guidelines for successful
job execution
Interactions among workers foster belongingness and a
sense of satisfaction in identity
Networking has been known to provide people with jobs
and needed information for development
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Channels of Communication
Verbal = Use of words (Verbum, Verbatim)
All forms of communication that use words. Two forms: Oral and Written
Oral Verbal = Word of mouth
E.g.: Introduction of Chairperson at a function
Written Verbal = the written form
E.g.: Letter of Application for a job
Non-verbal = Without the use of words.
E.g.: Body movements, objects, signs and symbols and even SILENCE.
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Talents and Skills
Talent = Ability that is inborn, natural, not learnt,
effortless
Skill = Ability that needs learning, efforts,
practise to acquire and used to earn a living.
Talents must be “polished” and turned into skills
to be useful in earning one a living/an income.
E.g. Singing naturally polished to be an income
earning opera singer
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Skills in Communication
Listening = an active, not passive activity. Important
points are eye contact, appropriate body posture to show
attentiveness, movements of encouragement.
Speaking = an activity over and above just talking. It
involves controlling what/how much/how information is
said. Using a fair amount of body movement to enhance
effectiveness.
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Skills in communication
Writing = an art requiring consciousness to details and
structure, construction. Only constant practice can
improve this skill. It is needed especially in a formal
workplace for documentation.
Reading = a skill needed to peruse different types of texts
for understanding so as to transfer the information
effectively.
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Skills in communication
Observation = much more involving than mere seeing. It
requires conscious training to “notice” and mentally
record items, situations, events and behaviours over a
period of time and be able to connect them where
necessary.
Interpretation = “reading meaning into” what one has
read, heard or observed as well as what was left
unwritten (in between the lines), unsaid or not done at
all.
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Moods and Tones
Moods = State of mind, feeling transmitted with the message
One or more moods may be identified in every channel of
communication. Still one mood will be dominant.
Tone = pitch, strength, manner of voice that conveys the
mood of information/communication.
Examples:
❖ Informative Explanatory Analytical Cautionary
❖ Discursive Argumentative Declarative Interrogative
❖ Persuasive Instructional Motivational
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CHANNELS OF COMMUNICATION
Introduction
Channels, means, ways, manner of avenues are all
synonyms of how the Encoder transmits and
transfers the message to reach the Decoder or the
Receiver. There are three (3) main categories of
these channels:
• Verbal Oral
• Verbal Written and
• Non-verbal
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Verbal
Verbal
verbum (latin)/verbatim (word for word)
Verbose (wordy, big words)
Verbalise (words)
Any communication using words.
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Verbal Oral
Spoken words are powerful because of
added Body movements, atmosphere and
environment existing at the time of
communicating.
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Merits of Verbal Oral
Immediate feedback
Additional/Better understanding from non-
verbals used
Useful for conflict resolution
Useful for sharing ideas
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Demerits of Non-Verbal
Inadequate for formal uses
Can degenerate into arguments
Easily affected by “noises” and distractions
Inadequate for large audiences widely
scattered and far apart
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Formal and Informal
Informal form may be used in formal places of
work with particular types of workers and
customers.
Examples:
i. Conversations with/ instructions to junior staff
with no or little education and knowledge in the
official language
ii. Exchange of pleasantries, ice breaking, bonding
periods before the start of workshop, seminar or
meeting.
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Formal form is used more in places of work to conduct affairs, give directions, share opinions, conduct interviews, show appreciation, etc. etc.
Note: No matter how formal the occasion may be, the use of the oral form makes the communication still below the written form, in formality.
Hence, advice is given that even when an issue is discussed and agreed upon, a “formal” note, memo, letter, etc. is written as record/documentation.
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Verbal Written
What is written, “put on paper”, recorded,
documented. Every piece has its own
peculiar structure, organisation, or steps
that must be learnt by all who want to
communicate through such a medium.
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Merits
For record-keeping/documentation
Available for referencing/Appraisals
May be used to reach large audiences
scattered over a wide area.
Authenticates what is said and agreed
upon.
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Demerits
Distortion of message if writer is weak in
the technicalities of the language
Not easily retractable once receiver gets
hold of it
Overall, it’s more expensive to use
Feedback can take a long time.
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Formal and Informal
Informal writing may include creative tit bits,
short anecdote, light-hearted quotations and
“informal” memos to colleagues, etc.
Formal writing is the norm for work. It adds a
sense of professionalism to communication in the
work place and gives a touch of authenticity,
engendering a spirit of confidence in both parties.
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Non-Verbal
Without words
No linguistic patterns but depends on both
hearing and even more on visual
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Merits
Used to add value to the spoken and
written
Used to identify and authenticate
Used to warn, caution and inform
Used to market and instil a sense of pride
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Demerits
Cultural cues and idiosyncrasies make meaning and
interpretation ununiform to different audiences.
Intonation and silence may be misunderstood under
certain circumstances
It may take a long time for one to learn the cues in
another culture for effective communication
Ethical issues and sensibilities may be a barrier to one’s
aim to communicate in a particular environment.
e.g. Having to greet the Otumfuor…
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Informal and Formal
Informal forms may be used in designs and drawings in notices, adverts that target a particular audience as catchy and attractive.
Formal forms may be found in a company’s logo, letterhead, uniform and a speaker’s mannerisms, facial expressions and even voice dulation.