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IOANA HOREA

- 2009 -

Business EnglishCommunication

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TABLE OF CONTENTS

Chapter 1. DEFINITION AND CLASSIFICATION 51.1. Definition 5

1.1.1. The Complete Communication 51.1.2. The Ingredients of Communication 6

1.2. Classification 61.2.1. Standard nglish Communication !1.2.2. "usiness nglish Communication !1.2.2. Intercultural Communication !

Chapter 2. THE OBJECT OF COMMUNICATION 92.1. #ercei$ing the %orld 9

2.1.1. The Creation of S&m'ols 92.1.2. (a&s of Communicating 10

2.2. The )anguage 112.2.1. Importance and *eaning 112.2.2. The nglish (ords 12

2.+. The Silent )anguages 122.,. The uman Transaction 1+

Chapter 3. DIFFICULTIES OF UNDERSTANDING 16+.1. #s&chological spects 16

+.1.1. /acts and Inferences 16+.1.2. The eglect of Compleit& 1!+.1.+. Insufficienc& $s. Self-Sufficienc& 1!

+.2. The se of (ords 13

+.2.1. The )a'&rinth of (ords 13+.2.2. Difficulties of translation 13+.2.+. /alse /riends 19

Chapter 4. EVERDA CONVERSATION 26,.1. *eeting #eople 26

,.1.1. 4reeting 26,.1.2. Introducing Some'od& 26

,.2. Suggestions and d$ice 2!,.2.1. In$itations and Suggestions 2!

,.2.2. pressing #references 23,.2.+. 4i$ing d$ice 23

,.+. 4uiding Instructions 23

Chapter !. COMMUNICATION INSIDE COM"AN ++5.1. Impersonal and Interpersonal Communication ++

5.1.1. 4i$ing Information ++5.1.2. /ace to /ace elationship +,5.1.+. Channels of Communication +,

5.2. (ritten Communication +,

5.2.1. The *emo +55.2.2. "usiness )etters +55.2.+. The -mails +6

5.+. e% reuirements +!5.+.1. 4lo'al conom& +!

5.+.2. igh Technolog& +!

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Chapter #. COMMUNICATION FILTERS 556.1. *eanings and /eelings 55

6.1.1. Semantics 556.1.2. motions 556.1.+. ttitudes 56

6.2. #osition and 4ender 566.2.1. ole pectations 566.2.+. 4ender "ias 56

6.+. on$er'al *essages 5!

Chapter $. EFFECTIVE COMMUNICATION IN COM"AN 59!.1. Impro$e "usiness Communication S7ills 59

!.1.1. 4eneral 4uidance 59!.1.2. cti$e )istening 60!.1.+. Self-disclosure 60

!.2. "usiness cti$ities In$ol$ing Communication 61!.2.1. ecei$ing #eople 61!.2.2. Telephone Con$ersations 62!.2.+. *a7ing #resentations 6+!.2.,. egotiations 6,!.2.5. *eetings 66

Chapter %. A&ARENESS OF THE &ORLD 693.1. T&pes of %areness 69

3.1.1. #ersonal 69

3.1.2. Domestic !03.1.+. International !0

3.2. #erception of %orld !03.2.1. "elief8 alue8 ttitude S&stems !03.2.2. (orld ie% !13.2.+. Social :rgani;ation !2

Chapter '. CULTURE AND COMMUNICATION !59.1. Cultural eritage !5

9.1.1. #attern of Intercultural Communication !5

9.1.2. The :$erriding Culture !69.2. Cultural Differences !6

9.2.1. )e$els of Differences !69.2.2. #erception anges !!

9.+. )anguage and Culture !39.+.1. er'al spect !39.+.2. on$er'al spect !3

9.,. Su'cultural pproach 309.,.1. ace8 ation8 thnic 4roup 309.,.2. Su'cultures and Su'groups 30

9.,.+. The rgot 31

BIBLIOGRA"H 3!

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NU M E L E CA PI T O L U L U I 1

CHA"TER 1

DEFINITION AND CLASSIFICATION

INTRODUCTION

:ur 'eha$iour has8 seemingl&8 communication potential. ll %e do can communicatesomething a'out us.

THEME PRESENTATION

Communication is a $ital ingredient in all domains of human life and acti$it&. In arough classification8 one can o'ser$e standard8 'usiness or intercultural communicationand the series of particularities that can 'e identified for each.

1.1 DEFINITION

In order to understanding communication %e ha$e to first clarif& its mechanisms. It allstarts %ith the fact that people need social contact and thus the& come to long for theechange of messages. This is done through certain specialised or adapted human

'eha$iour8 such as< tal78 smile8 fro%n8 %al78 %a$e8 sha7e head8 other gestures. Still8 theseactions %ill come to represent messages onl& if the& are o'ser$ed '& the other and8 at thesame time8 the& elicit meaning for the other8 more precisel& the same meaning =as the oneintended '& the performer>.

1.1.1. THE COM"LETE COMMUNICATION

(hen someone o'ser$es our 'eha$iour and attri'utes a meaning to it8 communication hasta7en place8 regardless of %hether that 'eha$iour %as conscious or unconscious8intentional or unintentional. ?(e cannot not communicate@ =to 'e8 to simpl& eist8is a A'eha$iourB8 too>. (hat is important is to understand communication asintended =the conscious intention>. s a general concept8 communication is a

process that allo%s organisms to echange information '& se$eral methods.Considering the participants8 the action occurring8 the o'ect and the o'ecti$e of the

action8 a more complete definition can 'e produced. The participants are the peoplein$ol$ed in an interaction. The acti$it& producing communication is thetransmission of a message8 the o'ect. The purpose is the transfer of some7no%ledge 'et%een the persons engaged in the process.

Communication can 'e defined as the process of meaningful interactionamong human 'eings. It is the act of passing information and the

process '& %hich meanings are echanged so as to produceunderstanding.

*oreo$er8 communication can onl& 'e considered complete if the intended recei$erpercei$es the message8 attri'utes meaning to it =decodes it> and is someho%

affected '& it. complete communication is a t%o-%a&8 on-going8 'eha$iour-affectingprocess in %hich one person =a source> intentionall& encodes andtransmits a message through a channel to an intended audience=recei$ers> in order to induce a particular attitude or 'eha$iour.

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DE FI NI T I O N A ND CL A S S I FI CA T I O N

1.1.2. THE INGREDIENTS OF COMMUNICATION

Communication consists of se$eral elements gi$ing its characteristic features. Thus8 %ema& identif& as ingredients of communication8 the follo%ing< Source8 ncoding8 *essage8Channel8 ecei$er8 Decoding8 ecei$erBs response8 /eed'ac7.:ther characteristics that identif& communication are< D&namic8 Interacti$e nature

=Intrapersonal8 Interpersonal>8 Irre$ersi'le8 #h&sical and social contet.The process of communication can 'e noticed in figure 1.

F()*re 1. C+,,*-(at(+- pr+e//

:n the %a& from the spea7er to the listener8 the message has to go through and ma& 'edistorted '& $arious filters8 'e these the senderBs or the recei$erBs.The filters are represented '&.

It goes %ithout sa&ing and is %ell-7no%n that the more a child is spo7en to the more andeasier it %ill learn to spea7 and practice leads to proficienc&.

2.2.1. IM"ORTANCE AND MEANING

The importance of language is undisputa'le and can 'e easil& understood.It is through language that %e reach out and ma7e contact %ith our surrounding realit&

and share %ith others our eperiences of that realit&.(e in$ented %ords to namealmost e$er&thing< all things surrounding and the moments of reference< past8

present8 future.

Through language %e can esta'lish connections and relate to other people. That isdependent8 'esides the 7no%ledge of the same language8 on the eistence ofcommon eperience and same meaning of %ords8 to ensure a'ilit& of understanding.$en %hen spea7ing the same language people ma& not al%a&s understand each

other8 'ecause the& ma& ma7e reference and relate to their different eperiences and it has to in$ol$e three maor elements IBm fine8 than7 &ou.c> (e are + girls and , 'o&s.d> The& are in )ondon.e> ItBs R 5.!0.f> Than7 &ou8 the same to &ou.g> IBm 20 and m& sister is 2+.

h> IBm glad to meet &ou8 too.

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DI FFI CU L T I E S O F U NDE R S T A NDI NG

CHA"TER 3

DIFFICULTIES OF UNDERSTANDING

INTRODUCTION

Communication is not complete until the message has reached its recipient and gotdecoded properl&. Se$eral factors can impede communication.

THEME PRESENTATION

Suppositions8 neglect of the compleit&8 insufficient depth8 similitude etc. count forimproper grasp of meaning and defecti$e communication.

3.1. "SCHOLOGICAL AS"ECTS

Impressions and li7eliness ma& guide us in our perception and interpretation8 turning intostrong opinions sometimes8 in personal con$iction that the case is as seen %ith o%n e&esand understood %ith o%n mind8 not e$en imagining there might 'e more than that.

3.1.1. FACTS AND INFERENCES

Communication can 'e influenced '& the fact that %e consider things asdirectl& percei$ed and neglect the distinction 'et%een something o'$ious

and something ust pro'a'le8 i.e. a realit& =AfactB> and a supposition=AinferenceB>