MGT 2301 Business English Chapter 1

MGT 2301 Business English Chapter 1

What is Communication?

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.

Communication

Communication in General

Verbal

Oral Written

Non-Verbal

Communication At The

Workplace

Internal External

Types of General Communication

Verbal Communication

Non-Verbal Communication

Verbal CommunicationMessage that is given verbally.

Communication is done by word of mouth writing.

Meaning: You

use words

Verbal Communication

The objective is to keep it

short and simple

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.

To deliver the right message, you must think from your receiver’s point of

view.

Will the person

understand the message?

Will the listener get the wrong

idea?

Oral Communication In oral communication, spoken words are used.

It includes

Face-to-face conversations Speech Telephone conversations Video Television Internet calls

Oral CommunicationOral 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

Different Types of Speech Patterns

Tonewarm, cool,

bored, upbeat.

Pitchflat, low, high,

ending up or down.

Volumetoo loud too soft

just right forced

Breathin

g shallow,

rapid, comfortable, forced, hesitant.Oral

Communication

I love youI like youI hate you

Cocktail Party Game

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?

Advantages of Oral CommunicationThe advantages about oral communication are:

1. quick feedback You will get your reply faster

2. 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.

3. Oral communication helps in teamwork or good work.

You are able to make decisions faster

4. Any misunderstandings can be cleared immediately.

5. Shows warmth and friendliness

Advantages of Oral Communication

Disadvantages of Oral Communication

1. In a face-to-face discussion, user is unable to think about what he is saying

2. Long and wordy type of communication cannot be as effectively as verbal messages.

For example, long speeches or lectures

Disadvantages of Oral Communication

3. The listener might understand the message differently. 

4. Oral communication is not considered legal record unless recorded

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.

So, what is written communication?

Written communication is communication through written symbols that is exchanged by or to or between people or groups

Written Communication

Written communication should have clear points.

This is usually done through the use of good English

Written Communication

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

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.

Email me…

What is Ambiguity?

What is ambiguity?

In written communication, ambiguity usually refers to a

word, phrase or sentence that has more than one meaning.

Ambiguity

For example:o The lady hit the man with

an umbrella.

o He gave her cat food.

o I saw her duck.

Written Communication

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

Advantages of Written Communication

1. Written communication is permanent and recorded for future references.

2. It reduces the possibility of misunderstanding and misinterpretation.

3. It can save time when many people must be contacted.

4. It appears formal and authoritative for action.

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.

Communication at the Workplace

Internal External

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)

© Prentice Hall, 2008Excellence in Business Communication, 8e

External Communication

Internal Communication

Internal Communication

© Prentice Hall, 2008Excellence in Business Communication, 8e

Horizontal(same level colleagues)

Downward (manager to subordinates)

Grapevine (Gossips)

Upward (subordinates to manager)

External Communication

© Prentice Hall, 2008Excellence in Business Communication, 8e

Formal Methods(official channels)Formal Methods(official channels)

MarketingMarketing PublicRelationsPublic

Relations

Informal Methods(non-official channels)

Informal Methods(non-official channels)

Social Networking

Social Networking

VirtualCommunities

VirtualCommunities

How do you know if there is effective communication in the workplace?

Stronger decision making and faster problem solvingStronger decision making and faster problem solving

Able to detect potential problems earlierAble to detect potential problems earlier

Increase productivityIncrease productivity

Stronger business relationshipsStronger business relationships

Enhance professional image for employees and companyEnhance professional image for employees and company

Etiquette in Business

© Prentice Hall, 2008Excellence in Business Communication, 8e

Respect

Courtesy

Common Sense