B U C O LU 1

BUSINESS COMMUNICATION C

LEARNING OUTCOMES

• Define and explain essential elements of the communication process

• Understand and apply communication theory in interpersonal settings

• Discuss and recognise communication barriers• ID ways in which to make communication more

effective• ID and use vocabulary and the English language to

support effective communication within the business context

• ID, explain and apply effective listening and feedback skills

INTRODUCTION TO BUSINESS COMMUNICATION

• Communication holds relationships together• Personal relationships are maintained through

communication• Business communication forms the foundation of

any business• Good communication leads to success• If you are unable to communicate the information

you learn practically, you will cost yourself and your workplace time, money and unnecessary effort which will lead to stress

INTRODUCTION TO BUSINESS COMMUNICATION

• The ability to clearly and concisely give instructions, explain a concept, deal with a client, conduct meetings, etc is a major key to success in all spheres of your life• In this LU we will discuss the dynamics of the

communication process• Learn its elements and barriers and how to use it more

effectively• Focus on verbal, non-verbal and listening skills• Focus on the culture on how people interact• Focus on the academic and business communication

COMMUNICATION THEORY

• What is communication?• “Process of creating meaning between two or more

people through the expression and interpretation of messages”

• Two-way process, giving and receiving• Message is shared or expressed through language• Message needs to be interpreted and understood• Model of communication Figure 1.1 pg 18

COMMUNICATION THEORY

• Is perfect communication possible?• NO!• Circle hypothesis on page 19

• Why is perfect communication impossible?• Different individual frames of reference• Communication barriers

COMMUNICATION THEORY

• Different individual frames of reference• What are they?• Bodies of knowledge that each individual has

• Why are they unique?• No two people will ever experience the same situation in

exactly the same wayDiscussion exercise on page 22

• Communication Barriers• Physical- outside of our control, noise, environment,

Vodacom, BB network problems• Mental/psychological- we create in our minds,

judgements, stereotyping• Class exercise outside

WHY IS EFFECTIVE COMMUNICATION IMPORTANT?

• Why do you think it is important in a business environment?• Businesses depend on productivity to keep going• Two results from miscommunication:• Offending• Faulty decision

• We need to communicate effectively to avoid these problems

WHY IS EFFECTIVE COMMUNICATION IMPORTANT?

• Seven helpful ways of improving communication:• Different people need different forms of communication• Gender• Language and literacy• Status• Try to be accommodating of other people• Use the most appropriate form/medium of

communication• Listen and ask questions

WHY IS EFFECTIVE COMMUNICATION IMPORTANT?

• Two additional ways to improve communication:• Negotiating meaning• Both sender and receiver come to an understanding about

the meaning of the message

• Two main factors:• Checkout- checks by repeating info received, could be in the

form of questions • Feedback- comments are made or answers are given

Message Feedback

Receiver/sender

Message Checkout

Receiver/sender Understanding

WHY IS EFFECTIVE COMMUNICATION IMPORTANT?

• Two additional ways to improve communication:• Effective use of language:• Word choice- use appropriate and applicable word

choices• Do not use larger words which the majority of your

audience will not understand• Affluent – Effluent-pg 32• Rather be familiar with technical language• Learn your vocabulary• Rather checkout to understand the words you are using

WHY IS EFFECTIVE COMMUNICATION IMPORTANT?

• Two additional ways to improve communication:• Effective use of language:• Word order- changing the place of one word could change

the meaning completely• Modifiers- words that change/alter/modify the meaning of

other words• The modifier needs to be placed as closely as possible to

the words it belongs to• Eg, only• ALWAYS think about what you are going to say!