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© Cambridge University Press 2012
COMMUNICATION IN BUSINESS
AREA OF STUDY 1
UNIT 2COMMUNICATION AND MANAGEMENT
COMMUNICATION IN BUSINESS
© Cambridge University Press 2012
Work Requirements
Read page 118-152 (According to the timeline Communication unit to be completed by July 30).Complete Activities on page 123-124 (Due now)Complete Activities on page 129-130 Complete Activities on page 137-139Complete Activities on pages 145-146Case Study on page 149Complete Activities on pages 151Summary and review questions on page 152
© Cambridge University Press 2012
Communication and its relationship to business objectives and strategy
Success in business is dependent on effectivecommunication. Many problems arising in smallbusiness are the result of poor communication.
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Communication and its relationship to business objectives and strategy (cont.)
Business objectives andstrategies must beclearly communicated tostakeholders.
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Communication and its relationship to business objectives and strategy (cont.)
Internal stakeholders such as employees andmanagement must be aware of the objectivesif they are to work towards their achievement
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Communication and its relationship to business objectives and strategy (cont.)
External stakeholderssuch as the generalpublic and customersmake judgements abouta business based on itsobjectives.
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The communication process
The communication process involves three steps:• 1 The sender gives out the message to a receiver
in an encoded form.• 2 The receiver is exposed to the message and
decodes it.• 3 The receiver gives feedback.
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Factors that affect how a message is decoded
Factors affecting how a message is decoded by the receiver:• Cultural differences• Body language accompanying the message• The mood and state of mind of the receiver• The environment in which the message is
delivered• The language used.
© Cambridge University Press 2012
Factors that affect how a message is decoded
Factors affecting how a message is decoded by the receiver:• Cultural differences• Body language accompanying the message• The mood and state of mind of the receiver• The environment in which the message is
delivered• The language used.
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Types and purpose of information to be communicated
Types/purpose and audiences of businesscommunication:• Internal communication – among internal
stakeholders, can be upwards, lateral or downward
• External communication – business-to-business or business-to-the-wider community communication
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Types and purpose of information to be communicated (cont.)
• Formal channels of communication – official channels under control of management
• Semi-formal channels – communication in a formal setting but not under direct management control, e.g. discussion at a seminar
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Types and purpose of information to be communicated (cont.)
• Informal channels – unofficial (the grapevine) where management has no control.
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Methods of communication
Methods of communication:• Verbal involving use of words:• Written – letters, memos, fax, email, and so on• Oral (spoken) – meetings, interviews, and so on
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Methods of communication (cont.)
• Non-verbal – body language, gestures, and so on• Combination – involves both verbal and non-
verbal, e.g. brochures, pamphlets, signs, business cards.