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Business Communications Lecture 1

Assessments
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Assessment 1: reflective journal 15%


Readiness assurance tests 18%
Applied case studies 18%
Team maintenance evaluation 15%
Final Exam 34%

Forms of communication
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Ongoing process
o People use symbols to represent
Feelings
Ideas
Values
Perceptions
o Symbols in form of
Verbal communication, spoken or written
Nonverbal communication
Graphic communication

Communication types (6 types)


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Intrapersonal
Interpersonal
Group/team
Organisation
Public/media
Intercultural Mass

Communication models & theories


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Communication is dynamic, complex, interactive process


Communication model is simplified representation of main elements in
communication process
Model cannt be regarded as a complete guide to how communication
works

Models
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Laswells model (one way transmission)


Shannon Weaver model (recognised noise)
Schramms circular model (two way interchange)
Berlo SMCR (Source, message, channel, receiver)
Barnlunds transaction model
Foulger ecological model of communication
Dances helical spiral

Dances helical spiral

Communication starts when we are born, continuous learning of


communication. We are influenced by all communications in the past.

Dwyers model
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Sender (concept, idea she wants to send


Encoder, encodes message and uses channel (phone, message, email
etc.)
Receiver; receives and decodes

Process of communication
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Sender- encode,Channel of medium, decode receiver


Noise is inbetween (anger, confusion, poor message)
Context takes huge part in process
Sender
o Encodes message
o Selects channel
Receiver
o Decodes message
o Provides feedback
Noise
o Interferes with effective communication
o External noise: traffic, rain, thunder, insects, smells, crowds etc.
o Physiological: Hearing disorders, illness, pain, tired, hung-over
o Psychological: Pre-occupation, prejudice, assumptions,
defensiveness, guilt, hostility, egotism, fear etc.
Context
o Physical
Tangible environment
o Social-Psychological
Roles, norms & mores of society (boss, lecturers, friends)
o Temporal (time)
Time in history (own personal experiences
Sequence of events

Collaborative communication technologies


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New channels of communication


o Digital tech
o Social media
o Rapid advances in online tech have increased activities online
Webcasts
Conferences
Webinars
Social networks

Priestleys paradox
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The more people elaborate their means of communication, the less they
actually communicate
Diagram
Quality of communication vertical axis

Level of communication tech horizontal axis

Communication and Ethics


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Ethics refers to principles of right and wrong that guide decision making
when faced with conflicting responsibilities
Code of ethics

Ethical theories
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Utilitarian approach
o Greatest benefit for greatest number of people
Comparing consequences
Individual rights (often violates minority groups)
Theory of rights
o Rights set forth by society are protected and given highest priority
(endorsed by large population)
Societal goals and ethical priorities
Virtue approach
o Takes into account a persons morals, reputation and motivation
when judging unethical behaviour
Change of character
Importance of virtue

Obstacles of ethical decision making


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Five common ethical traps


o False necessity trap
o The doctrine-of-relative filth trap (stealing coffee when boss takes
trips of world
o The rationalisation trap (other people are doing it so why cant i)
o Self-deception trap (Decieving others about your past achievements
o Ends-justify-the-means trap (

Communication and ethics


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Rationalisations?
o Everyone is doing it
o Its not illegal
o They did it to me
o If i dont do it someone else will
Ethics test
o Are we rationalising
o Golden rule (treat others how you want to be treated)
o Short and long term consequences
o Mirror (can you say u made the right decision)
o Walk-the-walk (role-model it)
o Publicity test
o Professional ethic test (would peers approve)

Ethical decision framework


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In textbook, shows steps

Lecture 2
Writing task
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Identify a communication problem/issue


Describe the problem/issue in detail
Identify relevant communication theory/ concept that applies to your
problem/issue
Describe (define) the concept in detail
Describe how concept applies to problem (link theory to practice)
Reflect on the problem and the theory and show the discrepancy (how
could it have been prevented, what could be done better in future..)
Write short introduction and conclusion

Tips
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Incomplete sentences
o Every sentence must have verb and subject.
Empty sentences
o Fillers, no meaning. Avoid them
Formality vs Informality
Abstract and technical language
o We treat sick pations VS a hospital provides specific and appropriate
treatment etc...
Avoid personalisation (avoid words like we, avoid opinions and back it up
with data
Expression of attitudes and opions (back up with data and research
Emotive language (facts and opinions again, uni does not support
opinions)
Support your argument
Nominalisation
Passive voice
Language traps in reflective writing
o Colloquial language (i was outside my comfort zone VS if felt
uncomfortable because of my inexperience
o Capitalisation (docter, Doctor)
o Complete sentences
Need a subject (doer) and a verb (something done)
o Avoid emotive/judgemental language
o Correct punctuation (managers vs managers tone)
o Contractions (didnt VS did not)
Avoid generalisations
o E.g. i need to improve my skills (how?)
o I need to be more aware of appropriate behaviour (what is this)
o Working was a rewarding experience (how?)

Structure of paragraphs
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Topic sentence: where idea is presented, and reader expects to read


further detail
Evidence: Should support idea you have presented in same way

Analysis: Where voice is given a space. You should explicitly draw the
conncection/ relevance/ importance between your idea and the evidence/
This the so what or analysis section

Writing structure for this assessment (1000 words


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Introduction (100)
Body (800-850 words)
Conclusion (50-100 words)

Planning process
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Three Es
o Equity
o Efficiency
o Effectiveness
Three stages
o Planning
o Writing
o Editing
7 components of writing style
o Words
o Senctences
o Paragraphs
o Rhythm (flow)
o Tone
o Order of information
o Layout
Word choice
o Vocabulary
Avoid uncessary words
Whooery, Whichery and Thatery
o De-clutter excessive use of which, who and that
Thingery
o Avoid the word thing
Namery
o George came in with a new idea, It was a thought that he never
stuck his boss
Types of sentences
o Simple, compound, complex sentence
o Fragments
o Sprawl
o Length
o Hedging
o Readability
o Punctuation
o Capitalisation
Paragraphs
o Built around 1 main idea or point
o Topic sentence at beginning usually
o Presents main idea and is followed by sentences that explain,
discuss and analyse main idea in paragraph

o
o
o

o
o
o

Opening or intro paragraph, organise idea or thoughts around:


Statement of the subject
Statement of the intention in piece of writing
Background information
Question, an anecdote or an opinion
1st 3 of these devices is used most often in workplace documents
because of objective nature
Topic sentence sometimes used at end, eitherway the sentence
identifies for the reader the central issue of paragraph
In a closing paragraph, writers may organise content around
Course of action
Reccomendation
Summary
A quotation, question or challenge, or restatement of
introduction
Grouping sentences provides logical progression of info (e.g.
therefore, however)
Paragraph length (shorter ones are easier to read)
Paragraph unity involves
Coherence: ideas fit together, relevant to topic, ideas are in
logical order
Flow: sentences link up so readers are not conscious of any
gaps

http://unilearning.uow.edu.au/main.html
Lecture 3
Topics covered
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Types of nonverbal communication


Role of nonverbal communication
Aspects of nonverbal communication
Role of questions and feedback

Types of non-verbal communication


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Universal (in our DNA, cant change it, emotions)


o Sadness, happiness, pain, surprise, anger
Cultural
o Modelling, imitating behaviours (hand movements, gestures)
o High-context, low context countries (Hall 1976) low= individual,
words have most meaning. High= group identification, words based
on social context. High is polychromic (multiple times, at own pace),
monochromic (one time only) Australia inbetween, north European
very low context.
o Linear-active, multi-active, reactive (Lewis 2005)
Personal
o Unique to person (does person use hand or body gestures, very
unique)

Nonverbal Communication
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Nonverbal characteristics
o Always have communicative value
o Is Powerful
o Is Ambiguous
Role of non-verbal communications
o 65% of total communication (Birdwhistell, 1970)
o Communicating interpersonal attitudes and emotions (show how we
feel)
o Self-presentation (tells alot about you)
o Rituals (bowing, kissing)
o Supportive verbal communication
o Congruence
Extent to which verbal and nonverbal messages reinforce or
contradict each other
When they are congruent, you need to work out what is really
true
Nonverbal should be given more credence

Aspects of non-verbal communication


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More powerful
Cluster of nonverbal cues
Classifications such as
o Physical characteristics
o Facial expressions
o Kinesics
o Haptics
o Proxemics
o Artefacts
o Environment
o Parallinguistics
o Chronemics
Physical characteristics
o First impressions, past experiences (with other people, we base on
past experience)
o Body shape
o General attractiveness (perceived)
o Hair and skin colours
o Appearance
o Clothing
Work wardrobe
Facial expression
o Be aware of facial expressions and eye contact, different in many
cultures (politeness, concentration, aggressive
Kinesics (body language)
o Posture
o Gestures
o Orientation

E.g. Amy Cudy Tedx talk (says non-verbals shape who you are,
participation in discussions, power poses, fake it till you make it,
power poses raises testosterone, stress hormone went down
(cortisol) Fake it till you become it
o Synchronisation (indicates fighting, physical power) dancing
Haptics (study of touch)
o Cultural (e.g. Saudi Arabia, men walk hand in hand, dont touch
queen)
o Ritualistic (kissing, hugging)
o Support (do you cuddle,
o Dominance
o Affection
o Sexual interest
Proxemics (study of space)
o Reflects attitude
o Creates feelings
o Indicates power
o Personal space
Artefacts
o Jewellery (shows power, class)
o Perfume
o Glasses (statement of personality)
o Badges (e.g. rotary)
o Uniforms (can indicate who you are)
o Designer clothing
Physical environment
o Building architecture (can show who you are)
o Room size and shape (can show positions in organisation)
o Furniture
o Decoration
o Climate in office (windows, quiet/noisy, privacy)
Paralinguistics
o Pitch (high or low)
o Volume
o Rhythm
o Tempo (take time and pause or rush)
o Articulation (confidence, pretentiousness)
o Emphasis
o Inflection (women asking questions, men making statements)
o Nasality
o Vocalisations (blending of sounds, resignation)
Chronemics (use of time in communication process)
o Use of time
o Variations in culture
High context= own pace, multiple events simultaneously
(working diff tasks)
Low context= one time only, punctuality, scheduling,
planning is important
o

Improving nonverbal effectiveness

Monitor your behaviour,


Demonstrate interest in others
Be postive
Observe conventions (other cultures)

Questioning
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Effective questioning
o Different types of questions than used in active listening
o Different situations demand different types
o Used for effective interactions and communications
o E.g. Job interview (closed questions with lots of applicants, open
questions for executive/ management position)
o Different words and questions can make people remember different
things (probing, challenging, reflective questions)
Feedback
o Advice, support and critique provided in response by one person to
another
o Our own perception vs. How others perceive us (e.g. managers
think they know their employees well, feedback is needed)
o Self knowledge
o Technology as feedback
o Feedback important for personal and professional growth

Characteristics on effective feedback pyrimad


Feedback types
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Informative
Immediate (should always be immediate, you need to know what you are
doing wrong)
Should be Specific (specific task, behaviour or attitude)
Should be Positive (Negative feedback can lead to anger and reluctance to
change, sometimes need to be negative)
No feedback (leads to low motivation, complacency) Pat on back or reward
is enought
Can take place from a number of directions
o Downwards
o Upwards
o Laterally (peer to peer)
o Outside to inside
o Family and friends
Can occur as
o Spoken in private, public situation, written, objective response, nonverbal
Feedback is effective when
Fair
Accurate
Specific

Innefective when
Unfair
Innacurate
Vague

Formally structured
Solution orientated
Focused on behaviour, not personality
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Disorganised
Problem orientated
Focused on personality, not behaviour

Reframing
o A frame of reference is a set of complex beliefs, values and
attitudes held by an individual
Its important to see it from another frame of reference
o Influences interpretation or perception
o Recasts or reframes the communication to create new perspectives

Moodle quiz One


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Managing and organizations/ managing one best way?


Wk1: clegg chapter 1 and 2 pp 17-27
o Summers and smith (2014) chap 1
o Managing and organisations
Wk 2: Chap 14 437-469
o Summers and Smith chapter 2
o Managing one best way?
Wk3: Cleg Chapter 17
o Managing globalization
Wk 4: Digital lecture managing teamwork Cleg chapter 4

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