Business Management

Communication in Business

Communication

A two-way process whereby a message is transferred by a sender to a recipient, who decodes and understands the message.

Communication is the business’ engine; without communication, nothing can happen!

Communication Process

Effective Communication

• Not all communication is “effective”• Effective communication means that the

message that is received and understood is the exact message intended by the sender

Activity

With the person next to you, take three (3) minutes to discuss a time when you communicated a message to another person, but the message they received was not the intended message.

• What type of communication medium were you using?• Where do you feel the communication process broke

down?• What were the causes of the communication

breakdown?

Communication Failures

Communication & Business

A business must have clearly specified goals and objectives. To be realised they must be communicated to business stakeholders.

Communicating Vision and Mission

Does anyone know what these are?

Vision Statement………Mission Statement……

Communicating Vision and Mission

• Vision Statement: A broad/inspirational statement that describes the business’ dreams for the future

• Mission Statement: A written statement that sets out who the business is, what it exists for and how it will achieve its objectives

Honda’s Mission Statement1980s:

“We will crush, squash, and slaughter Yamaha!”

Present:

“Maintaining a global viewpoint, we are dedicated to supplying products of the

highest quality, yet at a reasonable price for worldwide customer satisfaction.”

Why is it Important to Communicate Mission and Vision?

• Must be clearly communicated to staff so they can commit to, and achieve, the business’ objectives

• Gives staff clear direction around what they should be doing

• Motivates staff to work towards business’ goals• Must be clearly communicated to the general

public, customers, suppliers, etc so they understand who the business is and what it stands for

• $$$$$$$$

Purposes of Communication

Communication fulfills many purposes in business:

Purposes of Communication

For communication to achieve its purpose, the sender in the communication process must:• Have a clear purpose in mind• Know and understand the audience• Use the correct communication medium

Scenario

Hajir, the owner/manager of a Kebab Shop in Mill Park recently recruited Hassan, a Kebab Chef, to help out with the increasing workload in the shop. Hajir gave Hassan basic training in how to make kebabs the “Hajir Way” through a quick demonstration. Two weeks later, and Hassan has not yet perfected his kebabs.1. What was the purpose of the communication?2. Was it effective? Why/Why not?3. How could Hajir have improved the way he trained

Hassan in making kebabs the “Hajir Way”?

Communication Example

http://vimeo.com/14372167

Categories of Communication

• Business communication can be divided into two categories:

• Internal Communication: Takes place from one person/group within the business to another (i.e. employees, management, owners/shareholders, etc)

• External Communication: Takes place between the business and people/groups in its external environment (i.e. competitors, suppliers, community, etc)