Business

Communication
Sources:
Adler, R & Elmhorst, J (2005) Communicating at Work: Principles and Practices for Business and the Professions.
New York: McGraw Hill.
Brounstein, M, Bell AH, Smith DM (2007) Business Communication: Communicate effectively in any business
environment. US: John Wiley & Sons
 Main topics

• Communication
• Core Communication Skills
• Importance of communication
related skills
• Steps of communication process
• Common patterns of business
communication
 What is Communications

• Can be defined as the process by which

information is exchanged and understood
by two or more people, usually with the
intent to motivate or influence behavior.
Effective Communication

• Creates mutual understanding

• Is aware of assumptions
Listening Speaking

Reading Writing
Communication Related Skills

Teams
Teaching others
Serving customers
Leading
Negotiating
Working with cultural diversity
Interviewing
Listening
Conducting meetings
Resolving conflicts
 Communication Process
• Communication
Process by which information is
exchanged between individuals through
a common system of symbols, signs, or
behaviors

– Sender Expresses message to

others

– Receiver Listens to one or more

speakers
 Communication Process

Message
Channel

Feedback

Source creates a message

(signal) that is transmitted
through a channel to a receiver.
Receiver provides feedback.
 Feedback
Feedback
• Verbal or nonverbal messages
sent back through the channel
from receiver to sender
• Can be
– Immediate
– Delayed
 Communication Patterns

Structured Unstructure
• Recorded or d
documented • Dependent upon
emotional
• Less subject to
factors
change • More flexible
• Widely known and open-ended
and accessible than structured
communication
• More
personalized
 Directional Differences
• Upward Communication
Messages from employees to
management
• Downward Communication
Messages from management to
employees
• Horizontal Communication
Messages sent between peers
Three Formal Channels of
Communications
Communications Barriers
Individual
Interpersonal barriers
Channels and media
Semantics
Inconsistent cues

Organizational
Status and power differences
Departmental needs and goals
Communication network unsuited
Lack of formal channels