Business

Communication
BCom HRM Y1
 Module Outcomes
Chapters 1-3

• Demonstrate the knowledge of communication models and the importance of an effective

communication process in the context of business.

• Discuss the fundamental concepts of verbal communication and apply the core techniques

for planning, preparation and delivery within a business

• Successfully interpret and display the correct non-verbal communication cues when

communicating in an organisation.
 Chapter Outcomes Understanding
Communication Process

• Provide a basic definition of the communication process.

• Demonstrate knowledge of communication models.
• Successfully recognise the barriers to communication and discuss ways to overcome the
barriers.
• Show a basic understanding of business communication ethics and etiquette within an
organisation.
 Understanding the Communication
Process
• Communication- the act of transferring information from one place, person or group to
another. Every communication involves (at least) one sender, a message and a recipient.
• functional dynamic and transactional process- participants strive to create and share
meaning through the exchange of symbols. It requires skills in intrapersonal and
interpersonal processing, listening, observing, speaking, questioning, analysing, and
evaluating.
• depends on understanding others and having others understand us. It is intended to
influence what people feel and think.
• Business Communication: people communicating to plan products and services, hire, train,
and motivate workers. The method people get their point across, get work done, and get
recognised for their contributions. It is necessary when building relationships, sharing ideas,
delegating responsibilities, managing a team and much more.
The Communication Cycle
The Communication
Process
Barriers to the Communication Process
Noise

• Psychological Noise
• Physical Noise
• Environmental Noise
• Semantic Noise
 Communication Channels
• Effective communication channels allow the flow of information needed for the manager to do his or her
job and keep the employees updated with regards to company activities
• Managers are a link that directs decisions and instructions either upwards/downwards/sideways,
depending on their position in the company
• Feedback is used to ensure that the employees and managers understand each other and the manager
can provide more direction or comment on the employees work
• Information is shared using communication channels. The styles or modes of communication:
• Verbal- use of language to share info
• Non-Verbal
• Written- memos, emails, letters
• Visual- photos, graphs, drawings
• Face to Face/ Personal Communication
• Broadcast media Communications-radio, tv loudspeakers, teams
• Mobile Communication channels
• Electronic Communication channels
 Points to consider when selecting a
Communication Channel
• Richness vs Leanness
• Need for Interpretation
• Speed of Establishing contact
• Time required for feedback
• Cost
• Amount of information to be conveyed
• Need for permanent record
• Control over the message
 Types of Communications
• Between
employee
• Transmits networks during
information within lunchtime.
the organisation • Quality circles,
• Usually follows a teamwork and
chain of command training programs
• Memos, reports,
meetings,
employers
manuals, business External
plans
Communication Flows
• Traditional vs
• PR/Legal/ Senior
informal start-ups
management controls
narrative due to image or
finances
• Communication is interpersonal, not just work
• E.g. media briefings,
related- sports, religion, politics
newsletters,brochures,
• Grapevine and rumour mills- need to be monitored
magazines, annual
to prevent spread of false information
reports, news releases
• Prevalent in social gatherings
 Models of Communication
Linear Model
• Models of Communication provide pictures or visual representations of complex
interactions. Provide a map demonstrating how the parts of the communication
process are interrelated
• One Directional/ straight line communication
 Sender> encodes> channel> Receiver
decodes message
• Mass communication; No immediate feedback
• Radio, tv, newspapers
• Types of Linear Communication Models
• Aristotle’s Model
• Lasswell’s Model
• Shannon-Weaver Model
• Berlo’s S-M-C-R Model
Models of Communication
Interactional Model
• Doubles the linear model by adding
a return message- allowing
feedback from the receiver
• Receiver becomes the new sender
and the old sender receives the
feedback response
• Telephone calls, sms and email
exchange
• Types of Interactional
Communication Models
• Osgood-Schraam Model
• Westley and Maclean Model
Models of Communication
Transactional Model
• Depicts face to face interaction or
transactions which are a dynamic and
changeable process
• explain direct personal communication
processes where two-way feedback is
immediate
• Receiver and sender can play the same
roles simultaneously.
• Types of Transactional Communication
Models
• Barnlund’s Transactional Model
• Dance’s Helical Model
Barriers to Effective Communication
In addition to Noise, the following obstacles to effective communication must be eradicated:

• Dissatisfaction or disinterest with employee’s job

• Inability to listen to others
• Lack of transparency and trust
• Communication styles (when they differ)
• Workplace conflicts
• Cultural differences and language
• Lack of the sufficient knowledge
• Overloaded knowledge
• Inappropriate mode of communication
• Long communication chain
• No feedback
• Impolite language
• Gatekeeping
• Perceptual barriers
• Stereotyping
 Overcoming Barriers to Effective
Communication
• Messages to be designed and delivered to get the audiences attention
• A way for meeting the personality needs of a person where both sender and receiver are at the same
place and time- to convey a message and to respond to the message
• Cutlip’s Seven C’s of communication must be applied to eradicate the barriers of communication
process. These are:
1. Clarity
2. Credibility
3. Content
4. Context
5. Continuity
6. Capability
7. Channels
• Communication is effective if a message is conveyed appropriately and a person is able to comprehend it
• An effective communicator needs to modify their personality to adopt ways to meet the demands of the
target audiences and help remove any communication hurdles.
Business Communication Ethics and Etiquette
Ethical Communication

• Business etiquette- rules that govern polite interactions. Business Ethics are the rules that manage the rights
and responsibilities of business people with respect to each other and the companies they work for.
• Business relies on optimal person to person communication so that projects can be effectively completed,
management and employees can understand each other and for business activities to be conducted efficiently,
i.e. for all parties to be on the same page and confusion between them mitigated
• Clear cut principles to ensure all personnel effectively and ethically communicate in the workplace to create a
comfortable environment where the employees are aligned to the values and principles of the enterprise.
• Ethical Communication provides a framework or acceptable communication principles that align with an
enterprises overarching code of conduct or code of ethics.
Fundamentals of Ethical Communication

• Honesty: Core value- presenting

information- most reliable and factual way
possible. Not misleading or confusing the
audience
• Consistency and Responsibility: info
presented to different parties needs to be
consistent and that consequences of the
communication are to be accepted as ones
responsibility
• Goal is to be as objective as possible when
communicating to ensure every recipient
receives the same message despite their
subjective perceptions
 Fundamentals of Ethical Communication

• Openness and Transparency- truthful and honest, as omitting details could change the way the
listener would perceive the message. To be open with stakeholders regarding budgets and timelines
and costs and misunderstandings or miscommunication, as it could mean the difference between
success or failure of projects.
• Consideration for any potential roadblocks- the communicator uses all means possible to mitigate
any possible obstructions to the message being communicated and understood by the recipients.
• Language use- use language the listeners understand
• Jargon- ensure that all listeners are addressed in simple terms
• Language fluency- literacy levels of the listeners must be considered
• Accessibility to technology- using a new app to communicate but the listeners have the older more
basic phones and not smart phones
 Principles of Ethical Communication
Ethical Communication is a soft skill based on emotional intelligence and an employees ability to work
well with others- it is predicated on business values such as being truthful, concise and responsible with
ones words and actions. It understands that thoughts must be conveyed concisely and that the resulting
actions or consequences, will potentially be based solely on how the message was communicated. It
helps us understand the needs of others and meet them as if we were in their shoes.
• Be truthful and honest
• Practise active listening
• Speak non-judgmentally
• Speak from your own experience
• Consider the receiver’s preferred communication channel
• Strive to understand
• Avoid a negative tone
• Do not interrupt others
• Respect privacy and confidentiality
• Accept responsibility
 Bus Comm- Ethics and Etiquette
Ethical Communication Etiquette
• Choosing the right place or time, having tact and using strategy and planning to deliver a message
• Knowing ones audience- so you can communicate in a way the listener would understand best

Business Etiquette
Code of business behaviour that encompasses how we present ourselves in social situations
at the workplace
Dining Etiquette
A manager may want to assess your ability to represent the company at a function, or lunch-
observing your manners and habits, your self awareness to decide if you can represent the
company or ruin its reputation

Clothing Etiquette
• Conformity is best, observe what most other people are wearing and emulate their choices
• Tattoos- better to be discreet, hidden. Avoid face, neck and or hands- risky
• piercings- earrings are commonly accepted, but stay away from the earlobe stretching piercings,
and nasal septum piercings and other serious body modifications
• Dyed hair: extreme colours and cuts are not appropriate for traditional workplaces
 Chapter Outcomes
Verbal Communication

• Provide a definition for the concept of Verbal Communication, outline its advantages and
disadvantages
• Highlight the importance of interpersonal communication and public speaking in a business
context.
• Apply the process of preparing and delivering an effective presentation.
• Develop a crucial understanding of active listening as a communication technique.
• Assessing a well-mannered approach to telephone etiquette.
 Verbal Communication
• Verbalise words to convey messages, face to face conversations; speeches, presentations
and discussions are all forms of verbal communication
• Anything that can be represented through words and is used to build rapport and trust
• Two types, Oral Communication or Written communication

Advantages
 saves time and money, quickness of feedback, convenient and persuasive
 Ease of preparation
 Maintain secrecy
 Message is clear
 Legality of the content

Disadvantages
 Chances of distortion of meaning; can create misunderstandings
 Not convenient for long messages
 Irrelevant information
 Communication and Maintenance cost
 Too many ways of communicating
 No rectification
 Interpersonal Speaking
• Speaking is an interpersonal process- important to learn to relate to each other to communicate
• Effective Verbal communication is dependent on several interwoven interpersonal skills such as
• non-verbal communication; listening skills and clarification, clarity of speech;
• remaining calm and focused, polite and respectful and to speak in a manner that is not
offensive to the receiver
• Planned speaking- tool to accomplish objectives. Individuals can manage impressions created
by tailoring messages and delivery style to suit situations
• Different delivery styles:
• Expressive style- animated delivery- more informal or theatrical
• Directive style- instructive, serious- e.g. a manager and employee relationship
• Problem solving style- impartial and objective - dispute resolutions
• Meta style- used to discuss communication process itself, people talk about their actions
 Verbal Communication
Public Speaking
• Communicate to larger audiences by making speeches to provide info, or persuade
people, or to provide feedback reports to larger groups
• A good public speaker
• is inspiring, clear and persuasive
• Concentrates on the content and ensure the messages are clear
• Selects an appropriate style or adapts to present to the audience
• Handles Impromptu speaking effectively (unprepared statements or responses)
Preparing a Presentation
Types of Presentations
 Preparing a Presentation
 applying a systematic
process of planning,
researching, drafting,
and revising before
delivering the final
product
 Audiences appreciate
the organisation and it
takes stress of the
speaker
 Scripted rather than
memorised- planned
but allowing for
spontaneity to adapt
to audiences needs
 Know the
presentation purpose
 Formulate central idea  Preparation Outline (all info); Presentation Outline (what audience will
 Know the audience see and hear) and Speaking Outline (your notes to guide you)
 Developing content:
 Attention Statement; Intro; Body; Conclusion, residual message
 Utilise scenarios or examples and story telling
 Verbal Communication
Delivering a Presentation
 Verbal Communication
Active Listening
• In business, receiving sounds- not enough, one must listen and decode the sounds correctly
• Active listening- feeding back the literal meaning or emotional content or both. Is a
reciprocal process where listeners respond to the speakers words and share their thoughts
and feelings. Listeners share responsibility for helping to ensure communication occurs
correctly.
• Active listeners participate in the oral communication process using the ffg 5 strategies
• Paraphrase content
• Mirror the speakers feelings
• State their own feelings
• Ask for more information or clarification
• Offer to help solve the problem
• Good Listeners use 4 basic strategies
• They pay attention
• They focus on the other speakers in a generous way
• They avoid making assumptions
• They listen for feelings as well as facts
Verbal Communication
Active Listening
The Verbal Part of Active
listening
• Positive Reinforcement
• Remembering past details and chats
• Questioning
• Reflection- repeating or paraphrasing
• Clarification- using open ended
questions to ensure you understand
the message
• Summarising- relate back to check if
what you learned is correct.
 Verbal Communication
Active Listening
The Nonverbal Parts of Active Listening
• Involves the messages sent with body language, posture and tone- its how you show
them you hear them
• Eye Contact
• Smiling- situation specific
• Body language- open and engaged
• Mirroring your posture based on the speaker
• Distraction- pay attention to speaker
 Verbal Communication
Telephone Etiquette
• Phone etiquette is the way you use manners to represent yourself and the organisation via telephone
communication.
• This encompasses the way you greet, professionalism and courteous, body language, your tone of voice,
word choice, tact, active listening, avoid telephone tags, and the appropriate closing.
• Phone etiquette is important as it’s the first contact point for a customer, and represents how the
company will treat them in other communications.
• Using advanced phone etiquette can benefit businesses by helping them Show professionalism; create a
good first impression; increase customer trust and loyalty; achieve high customer satisfaction ratings
• To improve business call quality, firms can use the following 10 action steps:
 Answer calls within the first 3 rings; identify yourself and the business at the beginning of the call;
let positivity resonate in your voice; watch your body language; minimise interruptions; actively
listen and take notes; be honest; ask permission before placing the caller on hold; minimise
emotional reactions; ensure callers needs are met before ending the call.
 Verbal Communication
Smart Phones for Business
• Don’t force others to hear your business

Show Courtesy
• Don’t make or receive calls in public places
• Don’t allow your phone to ring in theatres
• Apologise for the occasional cell phone blunder

• Speak in low, conversational tones

Keep it Down • Choose a professional ringtone, or set it on low or
vibrate

• If the call is urgent, step outside to avoid being disruptive

Step outside • Use caller ID to screen incoming calls or let the call go to
voicemail

Drive now, Talk • Talking and texting is unsafe. Don’t!

and Text later