JUW 106E

Business Communication

Understanding the Foundation of Business

Communication

Dr. Wan Afezah

[email protected]
04-653 4565
Fb: DrAfezah Pjj:
Group JUW 106E:
https://www.facebook.com/groups/319623808182673/?ref=bookmarks
 Chapter 1

Professional Communication in a Digital,

Social, and Mobile World
 Communication

1. Is a process of exchange messages between two or

more individuals.
2. Process of sending and receiving messages (requires
skill and attention).
3. Process of transferring information and meaning
between senders and receivers, either: one or more
written, oral, visual, or electronic channels.
4. Providing data, information, insights, and inspiration in
an exchange that benefits both parties.
 Why Communication?

1. Improving communication skills is the most important

step in your career.
2. Ambition and ideas are not enough.
3. To be successful, you will need to communicate with
people (communicate as professional).
4. Learn to write, speak, and listen well, and
communicate in any situation.
5. Gain a major advantage that will serve you throughout
your career.
Communication is Important to Your Career

1. Can express clearly and persuasively.

2. Share complex ideas with executives, customers,
colleagues.
3. Ability to connect with people.
4. Communicate effectively with a wide range of
audiences.
5. Chances of support network.
6. Career growth and success.
Communication is Important to Your Career

7. Better understanding, less confusion.

8. Stronger decision making.
9. Better satisfaction/good response.
10. Organize, express ideas effectively.
11. Able to listen to others attentively.
12. Effective communication.
13. Enhance sensitivity.
 Benefits to the Company

1. A stronger sense of trust.

2. Closer ties with important communities in the
marketplace.
3. Opportunities to influence conversations, trends.
4. Increased productivity and faster problem solving.
5. Clearer an more persuasive marketing messages.
6. Greater engagement , higher satisfaction and
lower employer turnover.
 Benefits to the Company
2. Warning of potential problems, rising from business
costs to critical safety issues.
3. Stronger decision making based on timely, reliable
information.
4. Clearer more persuasive marketing messages.
5. Greater employee engagement.
6. Higher satisfaction and lower turnover.
 Why Business Communication?
1. Pursue ambitions & express ideas.
2. Globalization & workforce diversity.
3. Value of business information.
4. Technology.
5. Organizational structures and leadership styles.
6. Teamwork.
7. Get an advantage in the job market.
8. The changing nature of employment.
 The Importance of Communication

1. To get the message clear- both ways.

2. Some of us, have different backgrounds:
a. Try to understand our listeners.
b. We need to make sure that other people understand the words that are coming from our
mouths.
c. Aware -same words but different meanings.
3. Opportunities to influence conversations or perceptions.
The Importance of Effective Communication

http://www.youtube.com/watch?v=rnjELz3TQD4
1.50
Video
Benefits of Effective Communication

1. Internal
a) exchange ideas within an organization.

2. External
a) carries information into and out of the
organization.
 Effective Communication
1. Effective communication strengthens the connection
between a company and all of its stakeholders.
2. When communication breaks down, the results can
range from time wasting to tragic.
3. To make the communication efforts as effective as
possible:
a. Provide practical information.
b. Give facts rather than vague impressions.
c. Clarify expectations and responsibilities.
d. Present information in a concise, efficient manner.
e. Offer compelling, persuasive arguments and recommendations.
 Communicate Clearly!

https://www.youtube.com/watch?v=48KPOF96gzo
2.16
Video
 How to Communicate Effectively?

Increase value of business information by:

a) Competitive insights-know your competitors.
b) Understand customer needs.
c) Use “audience centered-approach”.
d) Regulations and guidelines.
 Communication With Others

http://www.youtube.com/watch?v=psTFOHO5SZg
1.13
Video
 What Employers Expect From You?

1. Be able to organize ideas and information logically.

2. Listen to others actively.
3. Communicate in a civilized manner.
4. Improve intercultural and workplace sensitivity.
5. Manage time wisely.
6. Use the resources efficiently.
 Social Communication
1. Using “Business Communication 2.0” approach.
 “Let’s have a conversation approach” instead of “we talk, you listen approach”.
2. Increase communication, speed, cost, access, and satisfaction.
3. Open to all participations.
4. Get feedback, new ideas/insights.
5. Rising of mobile revolution (biggest technology shift).
6. Using technology as productive tools (mobile devices).
 Building Comunication Skills
1. Commit to ethical and legal communication (avoid
plagiarize, misquote/misinformation).
2. Adopt an audience-centered approach.
3. Use technology to improve business communication.
4. Improve intercultural sensitivity and workplace
sensitivity.
5. Respect privacy and security needs.
 Barriers in the Communication

1. Noise and distraction.

2. Competing messages (unable to deliver the
message).
3. Filters (messages are blocked).
4. Channel breakdowns (computer server might
crashed).
Barriers in the Communication

https://www.youtube.com/watch?v=slq1nAhZuqE
3.03
Video
 The Rise of Mobile As A Communication
Platform
1. Rapidly taking over as the primary communication platform.
2. Mobile apps and communication systems can boost employee
productivity.
3. Help companies form closer relationships with customers and business
partners.
4. Provide access to the internet (e-mail, web browsing etc).
5. Enhance productivity and collaboration, reduce costs.
 Ethical Communication

1. Ethical communication includes all relevant communication.

2. Unethical communication is communication that presents misleading
information or encourages social immorality.
3. Example of unethical communication:
a. Plagiarism
b. Omitting essential information.
c. Misquoting.
d. Misrepresenting numbers/visuals.
Ensuring Legal Communication

1. Code of Ethics
2. Contracts
3. Employment communication
4. Intellectual property
5. Defamation
6. Transparency
 Chapter 2

Collaboration, Interpersonal
Communication and Business
Etiquette
 Communicating Effectively in Teams

1. Team –a unit or two or more people who share a mission

and the responsibility to achieve a common goal.
2. Collaboration-working together to meet complex
challenges.
3. Problem solving teams-resolve specific issues and disband
when the goals have been accomplished.
4. Committees-formal teams that usually become a permanent
part of the organization.
 Communication in Teams
Advantages

1. Increased information and knowledge.

2. Broadest possible pool of talent, wider range of
employee talents.
3. Increased diversity of views-broader ideas, help
companies understand market better with diverse
groups.
4. Increased acceptance of a solution.
5. Higher performance levels.
 Communication in Teams
Disadvantages

1. Groupthink-teams withhold unpopular opinions.

2. Hidden agendas-certain motive, take control of the
group.
3. Cost-time consuming (meetings, schedules).
4. Challenge in intercultural communication.
5. Problem in fostering cooperation and harmony among
them.
 Three Types of Team Roles

1. Self-oriented roles: motivated to fulfill personal

needs.
2. Team-maintenance roles: to help everyone work
well together.
3. Task-oriented roles: to help the team reach its goals.
 Resolving Conflict

1. Proactive behavior-deal with minor conflict before it becomes

major conflict (competitions, power struggles, attitudes,
personalities).
2. Communication-participate in resolving it.
3. Openness-express understanding, explain and offer reassurance.
4. Research- look for actual problems to get the solutions.
5. Flexibility-bring it out into open, discuss it and find solutions.
6. Fair play- evaluate others fairly, give alternatives.
 Collaborative Writing
1. Select collaborators(teams) carefully.
2. Agree on project goals.
3. Give your team time to bond.
4. Clarify everyone/individual responsibilities.
5. Explain the processes (make sure everyone understand the
process from start to finish).
6. Avoid composing as a group.
7. Make sure the tools needed are ready and
available/compatible.
8. Check the processes on regular basis.
 Productive Meetings

1. Define the purpose.

2. Select participants for the meeting.
3. Choose the venue and the time.
4. Set the agenda.
 Efficient Meetings
1. Keep discussion on track.
2. Follow agreed upon rules.
3. Encourage participation-ask the quiet one for their input.
4. Participate actively.
5. Use mobile devices respectfully.
6. Close the meeting effectively-summarize the objectives and
arrange for follow-up work.
 Type of Listening Skills
1. Content listening -understand & retain the speaker’s
message.
2. Critical listening -understand & evaluate the speaker’s
message.
3. Empathic listening -understand the speaker’s feelings,
needs, and wants in order to appreciate the points.
4. Selective listening- only listen to the part of what
speaker is saying.
 Listening Process
1. Receiving
2. Decoding
3. Remembering
4. Evaluating
5. Responding
 Types of Nonverbal Communication

1. Facial expression.
2. Gesture and posture.
3. Vocal characteristics.
4. Personal appearance.
5. Touch.
6. Time and space.
 Business Etiquette Online
1. Avoid personal attacks.
2. Stay focus on the topic.
3. Watch your language/emotion.
4. Avoid multitasking.
5. Do not use confusing/sloppy messages.
6. Respect time/space.
7. Be careful with your comments.
 Assignment
1. Write a paper about:
a. The impact of communication on individual, teamwork, and organization:
Verbal and nonverbal communication.
b. How can cultural differences affect communication styles? What general
approach should you take when writing intercultural correspondence?
2. Choose 6-8 members to form a group.
3. This paper should be about fifteen (18) pages. The paper must include all the
citations and references.
4. The assignment must follow APA format: Double space, Times New Roman,
font size 12, and margin 1 inch all around.
 Due date: Feb 15, 2019. Please send the hard copy to PJJ office. Late
assignments will be rejected.
 Questions?

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