CHANNEL INTERNATIONAL COLLEGE (KOD PB: L02679)

(Wholly Owned by CHANNEL Training & Development Sdn.Bhd)

3A-19 & 3A-20 Eco Sky, No 972 Batu 6 ½, Jalan Ipoh,
68100 Kuala Lumpur.
Tel / Fax: 03 – 6242 3131 / 03 -6242 6606 Url:
www.channelcollege.com
Email: [email protected]

KERTAS PENERANGAN
( INFORMATION SHEET )

KOD DAN NAMA

PROGRAM /
FB-024-2:2012 OFFICE ADMINISTRATION
PROGRAM’S CODE &
NAME
TAHAP / LEVEL LEVEL 2

NO. DAN TAJUK UNIT

KOMPETENSI /
C01- INCOMING COMMUNICATION
COMPETENCY UNIT NO.
AND TITLE
1.IDENTIFY INCOMING COMMUNICATION
NO. DAN PENYATAAN
REQUIREMENT
AKTIVITI KERJA / WORK
2. PROCESS INCOMING COMMUNICATION
ACTIVITIES NO. AND
3. RECORD INCOMING COMMUNICATION
STATEMENT

NO. KOD / CODE NUM. FB-024-2:2012/C01/IS(1/4) Page 1 of 9

TAJUK/TITLE: INTRODUCTION TO INCOMING COMMUNICATION

TUJUAN/PURPOSE:

This Information Sheet is intended to enhance trainees’ knowledge concerning type of

business communication.
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1.0 DEFINITION OF BUSINESS COMMUNICATION

1.1 Definition of communication

Communication is transmission of message itself. It is the mutual exchange of understanding,

originating with the receiver. Communication needs to be effective in business. Communication

is essence of management. The basic functions of management including planning, organizing,

staffing,directing and controlling cannot be performed well without effective communication.

Business communication involves constant flow of information. Feedback is integral part of

business communication. Organizations these days are very large. It involves number of

people. There are various levels of hierarchy in an organization. Greater the number of levels,

the more difficult is the job of managing the organization. Communication here plays a very

important role in process of directing and controlling the people in the organization. Immediate

feedback can be obtained and society at large. It is essential for success and growth of an

organization. Communication gaps should not occur in any organization.

Business communication is goal-oriented. The rules,regulations and policies of a company have

to be communicated to people within and outside the organization. Business communication is

regulated by certain rules and norms. In early times, communication was limited to paper-work,

telephone calls and such but now with advent of technology, we have cell phones, video

conferencing, emails and satellite communication to support business communication. Effective

business communication helps in building goodwill of an organization.

There are vary kind of classifying the business communication. The common2 types business

communication:

 Oral Communication

 Written Communication

1.2 Oral Communication

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Oral communication implies communication through mouth. It includes individuals conversing

with each other. It can be direct conversation or telephonic conversation. Speeches,

presentations, discussions are all forms of oral communication. It is generally recommended

when the communication matter is of temporary kind or where a direct interaction is required.

face to face communication such as meetings, lecturers, conferences, interviews and

furthermore is significant so as to build a rapport and trust.

Advantages of Oral Communication

 There is high level of understanding and transparency in oral communication as it is

interpersonal.

 There is no element of rigidity in oral communication. There is flexibility for allowing

changes in the decisions previously taken.

 The feedback is spontaneous in case of oral communication. Thus, decisions can be

made quickly without any delay.

 Oral communication is not only time saving, but is also saves upon money and efforts.

 Oral communication is best in case of problem resolution. The conflicts, disputes and

many issues/differences can be put to an end by talking them over.

 Oral communication is an essential for teamwork and group energy.

 Oral communication promotes a receptive and encouraging morale among

organizational employees.

 Oral communication can be best used to transfer private and confidential

information/matter.

Disadvantages of Oral Communication

 Relying only on oral communication may not be sufficient as business

communication is formal and very organized.

 Oral communication is less authentic than written communication as they are

informal and not as organized as written communication.

 Oral communication is time-saving as far as daily interactions are concerned, but in

case of meetings, long speeches consume lot of time and are unproductive at times.

 Oral communications are not easy to maintain and thus they are unsteady.
NO. KOD / CODE NO. FB-024-2:2012/C01/IS(1/4) Page 4 of 8

 There may be misunderstanding as the information is not complete and may lack

essentials.

 It requires attentiveness and great receptivity on part of the receivers/audience.

 Oral communication is not frequently used as legal records except in investigation

work.

1.3 Written Communication

Written communication is an innovative activity of the mind. It has great significance in today’s

business world effective written communication is essential for preparing worthy promotional

materials for business development. Speech came before writing is more unique and formal

than speech. Effective writing involves careful choice words, their organization in correct order

in sentences formation as well as cohesive composition of sentences. Also, writing is more valid

and reliable than speech. But while speech is spontaneous, writing causes delay and takes time

as feedback is not immediate.

Advantages of Written Communication

 Written communication helps in laying down apparent principles, policies and rules for

running of an organization.

 It is a permanent means of communication. Thus, it is useful where record maintenance

is required.

 It assists in proper delegation of responsibilities. While in case of oral communication, it

is impossible to fix and delegate responsibilities on the grounds of speech as it can be

taken back by the speaker or he may refuse to acknowledge.

 Written communication is more precise and explicit.

 Effective written communication develops and enhances an organization’s image.

 It provides ready records ad references.

 Legal defences can depend upon written communication as it provides valid records.

Disadvantages of Written Communication

NO. KOD / CODE NO. FB-024-2:2012/C01/IS(1/4) Page 5 of 8

 Written communication does not save upon costs. It costs huge in terms of

stationery and the manpower employed in writing/typing and delivering letters.

 Also, if the receivers of the written message are separated by distance and if they

need to clear their doubts, there response is not spontaneous.

 Written communication requires great skills and competencies in language and

vocabulary use. Poor writing skills and quality have a negative impact on

organization’s reputation.

 Too much paper work and email burden is involved.

2.0 TYPES OF TOOLS FOR BUSINESS COMMUNICATION

Figure 1

2.1.1 Telephone

A telephone, or phone is a telecommunications device that permits two or more users to

conduct a conversation when they are too far apart to be heard directly. A telephone converts

sound, typically and most efficiently the human voice, into electronic signals suitable for

transmission via cables or other transmission media over long distances, and replays such

signals simultaneously in audible form to its user.

The essential elements of a telephone are a microphone (transmitter) to speak into and an

earphone (receiver) which reproduces the voice in a distant location. In addition, most

telephones contain a ringer which produces a sound to announce an incoming telephone call,

and a dial used to enter a telephone number when initiating a call to another telephone.

Although originally designed for simple voice communications, convergence has enabled most

modern cell phones to have many additional capabilities. They may be able to record spoken
NO. KOD / CODE NO. FB-024-2:2012/C01/IS(1/4) Page 6 of 8

messages, send and receive text messages, take and display photographs or video, play music

or games, surf the Internet, do road navigation or immerse the user in virtual reality.

2.1.2 Fax Machine

A facsimile is a copy or reproduction of an oldblock, manuscript, map, art print, or other

item of historical value that is as true to the original source as possible. It differs from other

forms of reproduction by attempting to replicate the source as accurately as possible in

scale, color, condition and other material qualities.

2.1.3 Email

Electronic mail, most commonly referred to as email is a method of exchanging digital

messages from an author to one or more recipients. Email operates across the Internet or

other computer networks.

Some early email systems required the author and the recipient to both be online at the

same time, in common with instant messaging. Today’s email system are based on a store

and forward model. Email servers accept, forward, deliver and store messages. Neither the

users nor their computers are requires to be online simultaneously; they need connect only

briefly, typically to mail server, for as long as it takes to send or receive messages.

Arguably the most prolific of all business communication tools, email creates a wide array

of communication channel. Employees can use tool to communicate valuable information

with one another, and managers and executives use email to communicate with reports or

with higher leadership. Because email has such a wide audience, businesses can use the

technology to keep in touch with clients, provide and receive feedback, solicit new

customers and even offer a venue for customers to contact liaisons or executives at any

time of day. Email also allows users to send and receive files as attachments.

2.1.4 Postage
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Postage is a system for physically transporting documents and other small packages, as

well as a term for postcards, letters and parcels themselves. A postal service can be

private or public, though many governments place restrictions on private systems. Since

the mid-19th century national postal systems have generally been established as

government monopolies with a fee on the article prepaid. Proof of payment is often in the

form of adhesive postage stamps, but postage meters are also used for bulk mailing.

Modern private postal systems are typically distinguished from national postal agencies by

the names “courier” or “delivery service”.

SOALAN / QUESTION:

1. Describe two categories of communication?

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a) __________________________________________________________

b) __________________________________________________________

2. Mr Ali works outstation oftenly. What is suitable tool of communication to ease Mr Ali’s to

accomplish his work task and to communicate with his office colleague?

_________________________________________________________________________

_____________________________________________________________________

RUJUKAN / REFERENCE :

1. Goodman, S H; Fandt, P M; Michlitsch, J F & Lewis, P M (2007). Management –

Challenges for Tomorrow’s Leaders. Thomson Corp., USA

2. Kamaludin, Norlida; Mohd Hussein, Rohaya & Putit, Leonora (2002). Principles and
Practice of Management, UiTM, Malaysia.

3. https://axerosolutions.com/blogs/timeisenhauer/pulse/283/5-foolproof-business-
communication-tools-every-company-should-be-using