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Effective Business Communication: A Key To An Outstanding Business Organization
Effective Business Communication: A Key To An Outstanding Business Organization
Organization
BC 25-C
May 2011
Topic Outline
Organization
Thesis: Although stakeholders within some business organizations do not feel the need
management.
Introduction
I. Business Communication
A. Forms
1. Verbal
2. Nonverbal
B. Categories
1. Internal
a. Downward
b. Upward
c. Horizontal
2. External
C. Necessary skills
D. Barriers
A. Makes decisions
C. Influences behavior
1. Reinforcing stimuli
2. Aversive stimuli
Conclusion
Sentence Outline
Organization
Thesis: Although stakeholders within some business organizations do not feel the need
management.
But these days, effective business communication often seems to be natural like
significance and its impending barriers so that the business will continue its
operations. There are skills in business communication that one must acquire in
business environment.
speaking or writing.
subordinate.
superior.
to communicate properly.
1. There are words used in other countries that may not be understood here
B. The need for adaptation is vital to every business in this modernized and fast-
paced world.
instructions.
B. Chances of conflict are reduced because they understand each other better.
“you-are-part-of-the-group” feeling.
D. Job satisfaction and performance are increased because they are contented with
VI. Personal interviews with individuals who are part of a business organization helped
explain the real importance of effective business communication with their first hand
experiences.
Conclusion: The arguments above illustrate that contrary to the notion that
Organization
Individuals within organizations do not seem to feel the need for development
because they think that it is innate and that they all know how to communicate
key to an outstanding business organization in six parts. The first part provides a
business communication. The second, third, fourth and fifth parts mention some
arguments that despite the fact that business communication is being overlooked
an essential tool for their success. The last part presents personal interviews and
or among people within a business environment” (p. 4). Rick Smith, an instructor
“I’m a communicator. I have many ways of communicating. I think it’s an art form.
If I look and they don’t understand, I’ve got to say it another way” (as cited in
Krizan, et al., 1999, p. 6). It is truly essential to communicate in any means you
message and accomplishing their tasks (p. 4). James Foster (n.d.) also related
that “all good companies seen as winners were also seen as good
to know first its fundamental elements. It has two basic forms, verbal and
nonverbal. Ober (1998) said that being able to communicate verbally, – written or
spoken – learning from prior incidents, and benefiting from other people’s
encounters are what make human beings special (p. 10). Also, everyone, in spite
of his position, must learn how to comprehend and interpret the silent messages
gesticulations, postures, time, space and the like, convey a variety of meaning
(Hamilton, Parker, & Smith, 1982, p.36). Another author also proves that people
who are proficient in nonverbal communication are better than those who are not
(McManus, 1998, p.86). These two forms are equally important. Cohen and
They know how to put together the words that will convey their meaning.
They reinforce their words with gestures and actions. They look you in the
eye, listen to what you have to say, and think about your feelings and
relying on both nonverbal and verbal cues. (as cited in Thill & Bovée, 1996,
p.22)
According to Quible, Johnson, and Mott (1996), it has two categories. The first
insufficiencies in these may hamper their ability to increase their productivity and
problem is that some employees hesitate in giving out negative comments (p. 3).
essential within the organization. The next category mentioned by the authors
is what prevailing organizations are carrying out. It is with the public whom they
rely for continued existence in trade and industry; thus this type of
It is also significant to know the skills one must acquire. Krizan, Merrier,
and Jones (2005), found out in a study that being able to communicate effectively
communication activities he would involve himself in (p. 3). Quible et al. (1996),
indicated that business communication has necessary skills that aid individuals to
listening skill. Most of the time, employees tend to neglect a wider range of
analysis as long as the immediate facts are already presented. Still, a person can
develop and hone his listening skills through training and professional assistance.
Doing so enables him to be aware about the possible details, feelings, and
obligation to state the content of his message vividly (p. 7). To be able to speak
and read properly are also essential skills which one should obtain. Conveying
messages effectively depends on how he was able to deliver the idea he is trying
to imply. Also, business letters, memos and the like, require a good reading skill
to decipher its content. Achieving these four basic skills in communication would
to be aware that in every organization, there are obstacles that hamper the
better to distinguish them first. Hamilton et al. (1982) said that superiors often do
not have enough preparation on how to adequately convey their message thus
assumptions are the usual reasons of weak communication for most employees.
are the obstacles they ought to work out together (p. 86).
become more global, stakeholders need to adjust and to take on board the
cultures and customs of the areas in which they wish to operate. Other cultures
have specialized words unique and necessary to them that we do not have
because of diverse cultures. Thill, and Bovée (1996) said that “problems arise
when we assume wrongly that other’s attitudes and lives are like ours” (p.7).
When working with other people who use another language, it is always wise to
seek feedback to ensure that the words used have identical meanings to each
party. The need for adaptation is really vital to every business in this modernized
and fast-paced world. Hero Honda (n.d.) said that the business world today is
can only be obtained through the use of effective communication (as cited in
entities must alter their customs in order to satisfy their consumers (Narula, 2006,
computers, businesses need to learn and be accustomed to them more than they
become successful.
and confidently (Narula, 2006, pp. 246-247). Also, training and development
programs at different levels of employees are observed to raise the level of skills,
similar field is easier thus making them work faster and be more productive. As
certain terms – debit, credit, journalize, and post – which are also clear to other
possible because they are experts of the same field (Huseman et al., 1991, p.
10). Huseman et al. (1991) added though that in the absence of good
communication, specialists could never work and communicate effectively (p. 12).
enlighten others to avoid estrangement when they talk with someone not a
specialist of their field (p.72). Since specialists are already skilled and proficient,
less training is required from them (Huseman et al., 1991, p. 10). Sometimes,
people are not designated to a job which he is best cut out for due to lack of
performance just because they are loyal to them (Narula, 2006, p.45). This would
put the organization in a risk so it is important that superiors make sure that
who brings us his wants. It is our job to handle them profitably for him and
disappointments and rumors that would surely wipe out your positive image (p.
10). American adage (n.d.) further added that “satisfied customers almost
invariably become agents for the advancement of the company’s business” (as
perform a task. Narula (2006) said that a physical conversation can be of aid in
assessing the range of ability the person held responsible for the task he has. If
necessary, the person has to work on his abilities and improve them in advance
in order to achieve its desired outcome, however, if this not taken into account,
the company might be wasting its money, time and energy, destroying its
credibility and product image (p.41). DiSanza and Legge (2000) also pointed out
in listening that is why expensive costs are incurred when we do not listen
effectively (p.56).
and poor instructions. Vague and ambiguous instructions would indeed cause a
that would cost an organization’s time and money. In any area, effective
However, research shows the difficulty of some superiors in doing so when they
ranked last the three morale factors – appreciation, part-of-the-team feeling, and
considerate aid – which in fact are the most important factors for their employees.
They should have let their subordinates feel more at ease in giving out ideas by
elimination that status gap in between (as cited in Hamilton et al., 1982, p.5).
Quible et al. (1996) observed that managers are sometimes not aware of their
making them feel they are not of much importance (p. 9). Huseman et al. (1991)
suggested that superiors should provide extra effort in communicating with their
relate with each other. Continuing this self-disclosing attitude would probably
develop a significant liaison. He also added that having comrades around and
sharing problems with them often creates a good atmosphere within the
conflicts and arguments may happen since it is a nature that people have their
own insights that are sometimes not good enough for others. Quible et al. (1996)
from the careless use of words and phrases remains a residue of distrust
Understanding each other deeply and tracing the root of the conflict is the
Stewart and D’ Angelo (1976), it is first and foremost, essential to know what the
problem is and to acknowledge that it is existent. In this way you will be able to
When good relationships have been established and conflicts are reduced,
individuals are able to express what they feel, and they tend to be more satisfied
than when they do not. Sharing of information, ideas and feelings are
indicated that the chain of command or the status of individuals within the
organization should be disregard to give everyone equal rights to voice out their
opinions. Employees should also be part in planning and organizing the
organization in order to boost up their loyalty to the organizational goals being set.
Giving them this privilege makes them feel that they are indeed a great part of
the organization (p.194). Narula (2006) also indicated that management must
really make their employees feel their importance by involving them in all
would also mean a greater extent of satisfaction (Lewis, 1987, p. 150). When
employees already have become open with their views, they also learn how to
trust their co-workers. Trust entails reliance and confidence towards others.
Companies who promote this value often have greater morale and make their
employees even more contented. Both employees and employers have to prove
that they are indeed worthy of each other’s trust (Lewis, 1987, p. 150). Narula
employees might not be satisfied and may begin creating statements against the
organization. The aim of any organization is to attain its targets and it depends
She also added that “many times, if you have the right people at the meeting, you
can get a decision right away” (as cited in Ober, 1998, p. 34). Personal
facilitate feedback and it is very useful when trying to make assessments and
are still within the same organization so it is important that there is unity among
them. It is the manager’s duty to unite them because after all, they are a team.
Lehman and Dufrene (1999) explained that working with a team is a basic step
behavior. By doing so, he/she can direct them towards the goals of the
organization, and effective communication is the best way that he can do it. To
be able to understand how one influences behavior, it is also important to know
employee to work harder and do better. On the other hand, aversive or negative
stimuli can be criticisms or rejections that may discourage an employee and push
interviews with individuals who are part of any business organization to identify
the real importance of an effective business communication with their first hand
experiences. Glova and Patrimonio said that in achieving the goals and
communication, May 4, 2011). SyGaco also added that it can also be a tool in
provide details and advertisements about the product, making use of the verbal
memos have also been an essential tool to relay the message as fast as possible.
read and interpret silent messages that one can determine what a person really
feels or thinks.
They also stated the necessary skills that a person in business should
possess. Aside from having those four basic communication skills, they said that
it is important to be ethical and professional. It is not right to doing business
unethically. A person may prosper for awhile but sooner or later, he/she may fail.
Being professional at all times is very essential for it creates a positive image for
the organization. Customers usually choose to transact with people who are
superiors, the spirit of leadership must be kept burning within them for it is what
motivates them to be the best of what they can be. It is the passion for service
them said that some employees have attitude problems. They may have certain
reasons for this and it is important for a superior to know these. He/she can
discover these reasons through encouraging his employee to voice out his
concerns. With this, the employee may feel that he is significant thus he
cost. It is with poor instructions that organizations waste so much time. Instead of
communication. Glova said that managers learn how to listen to their employees’
2011). All these and a lot more can be gained by having effective communication.
effort in honing their so-called inborn skills and abilities because for many years
now, business organizations fail to notice its importance. Many businesses fall
short because of this reason and if effective communication would still not be
given due importance in today’s organizations, they are doomed to also go out of
Irwin, Inc.
DiSanza, J. R., & Legge, N. J. (2000). Business and professional communication: Plans,
Australia.
Hamilton, C., Parker, C., & Smith, D. D. (1982). Communicating for results: A guide for
Krizan, A. C., Merrier, P., & Jones, C. L. (2005). Business communication (6th ed.).
Krizan, A. C., Merrier, P., Jones, C. L., & Harcourt, J. (1999). Business communication
Lehman, C. M., & Dufrene, D. D. (1999). Business communication (12th ed.). Ohio:
Locker, K. O. (2000). Business and administrative communication (5th ed.). New York:
Mifflin Company.
Quible, Z. K., Johnson, M. H., & Mott, D. (1996). Business communication: Principles
Thill, J. V., & Bovée, C. L. (1996). Excellence in business communication (3rd ed.). New
Good day!
We are students from Silliman University, College of Business Administration, and are
currently enrolled in Basic Communication 25 (Research Writing in the Discipline) class.
One of the requirements of this class is to conduct a personal interview about effective
communication as a key to an outstanding business organization.
In view of this, we have chosen you as our interviewee because we believe that you
could help us in obtaining sufficient information about our topic. We assure you that
your answers will be kept confidential and will be used only for the purpose of our study.
We would like to conduct the interview at your most preferred time.
We are hoping for your positive response. Thank you very much and God bless.
Respectfully yours,
Noted by:
3. So you are basically using verbal Well, there are certain standards we have to
communication Sir, how about nonverbal, observe especially in calling the attention of
what can you say about it? some persons with their attitude or the way
they dress. We should not judge them readily
but talk with them to have a good relationship.
5. What are the necessary skills that a Speaking or conveying ideas well. One must
business professional should acquire? be able to learn this skill in order to achieve
the goals and objectives of the company.
6. Can good communication improve the Well, if everybody is open and has the
relationship between the individuals within freedom to participate in a communication,
a business organization? problems can be solved and points can be
raised. And there may be ideas from
intelligent people that can be considered only
if there is an open communication
7. What are the common barriers you have So far, there’s no barrier in terms of
observed in your workplace with regard to communication in the workplace that I’m in
effective business communication? right now. It should be noted that open
communication would be encouraged so that
everybody could be understood and could
have an equal share in pointing out ideas and
reasoning. Teamwork can also be promoted.
8. Can effective business communication With the advent of new technologies, there
reduce organizational cost? are actually common tool used in
communicating. It reduces cost. Also, time is
important and if there is an effective
communication, they can do their job very well
and can save time. Problems will also be
resolved readily.
9. How can effective communication improve Well, communication is not effective if people
the way a business organization is are not open, not willing to listen and self-
managed? centered. If there’s a two-way open
communication, this can apparently improve
the way the organization is managed.
11. So do you have any other ideas for us Sir? You just have to be open and have that
passion for service.
12. Have you observed effective After working for 15 years in the bank, I think,
communication in your workplace right there was and there is and there will be
now Sir? effective communication. We are in fact,
promoting it in the workplace.
May 2, 2011
Good day!
We are students from Silliman University, College of Business Administration, and are
currently enrolled in Basic Communication 25 (Research Writing in the Discipline) class.
One of the requirements of this class is to conduct a personal interview about effective
communication as a key to an outstanding business organization.
In view of this, we have chosen you as our interviewee because we believe that you
could help us in obtaining sufficient information about our topic. We assure you that
your answers will be kept confidential and will be used only for the purpose of our study.
We would like to conduct the interview at your most preferred time.
We are hoping for your positive response. Thank you very much and God bless.
Respectfully yours,
Noted by:
1. Do you think effective communication is Yes, because it is the only tool to promote the
essential in a business organization? Why? product effectively.
3. How important is it to communicate with To clarify issues that are not clear. Cascade
your subordinates, superiors and co- information from top to bottom level.
workers?
4. What are the necessary skills that a Good verbal communication skills, sufficient
business professional should acquire? knowledge on the product and professional
ethics.
5. Can good communication improve the Surely, having established a good relationship
relationship between the individuals within with members in an organization entails better
a business organization? understanding among themselves.
6. What are the common barriers you have No constant communication among the
observed in your workplace with regard to members or message that is relayed is not
business communication? disseminated well.
7. How did you overcome these obstacles? By clarifying to the members if the message is
not well delivered.
8. Can effective business communication Yes, because it saves time. Time in business
reduce organizational cost? In what way/s? is very important that waste of it also means
waste of money.
9. How can effective communication improve Relay communication through group meetings,
the way a business organization is circulation of memo or any form of channels
managed? that communication be reviewed.
Good day!
We are students from Silliman University, College of Business Administration, and are
currently enrolled in Basic Communication 25 (Research Writing in the Discipline) class.
One of the requirements of this class is to conduct a personal interview about effective
communication as a key to an outstanding business organization.
In view of this, we have chosen you as our interviewee because we believe that you
could help us in obtaining sufficient information about our topic. We assure you that
your answers will be kept confidential and will be used only for the purpose of our study.
We would like to conduct the interview at your most preferred time.
We are hoping for your positive response. Thank you very much and God bless.
Respectfully yours,
Noted by:
1. Do you think effective communication is Yes, this will help the organization in knowing
essential in a business organization? Why? their strengths and weaknesses, identifying
problems and solutions to meet its goals and
objectives.
4. What are the necessary skills that a You should basically have an open mind,
business professional should acquire? aggressiveness and assertive attitude, and
the spirit of leadership.
5. Can good communication improve the Yes, you can be aware of each other’s
relationship between the individuals within strengths and weaknesses and accept it. It
a business organization? also creates a good atmosphere among
members.
6. What are the common barriers you have Some workers have problems with their
observed in your workplace with regard to attitude.
business communication?
7. How did you overcome these obstacles? By counseling or verbally reprimanding them,
of course in private. Sometimes, there are
disciplinary actions also.
8. Can effective business communication Yes, if you have set targets and quotas, you
reduce organizational cost? In what way/s? can be assured to meet them through a clear
instruction from your superior or to your
employees. Misunderstandings or wrong
perception of the message may be avoided so
there is a smooth flow of operation.
9. How can effective communication improve Through listening to the feedback, and
the way a business organization is concern of the employees. Their suggestions
managed? and comments can help us in deciding for the
betterment of the business.
10. Can effective communication contribute to Yes, I believe so.
the success of a business organization?
Research Map
3. What are the necessary Secondary and Listening, speaking, writing and
communication skills Primary writing are the most common
needed in business communication skills you need to
organizations? acquire. In a business, you should
also know how to make decisions,
influence behavior, promote unity
and manage diversity.
4. What factors could Secondary and There are a lot of factors that
hamper the achievement Primary hamper the achievement of an
of an effective business effective communication in
communication? business. One is the lack of
preparation of superiors on how to
convey their message. Next are
the perplexing assumptions of the
employees. Lastly, both of them
have problems with regard to
bypassing, tunnel vision, improper
use of feedback and
defensiveness. There are also
instances when some employees
have undesirable attitudes making
it difficult for other persons to
communicate with them.