Business Communication

Chapter 1Business Communication Foundations

Communication is one of the most important skills you can develop.How well you
read,speak,listen,and write will affect the quality of you personal relationship and key ways
in which Communcating Effectively Is Important to You and six The Importance of
Communicating Effectively
· Getting Jobs You Want
· Gaining Promotions
· Providing Leadership
· Being Productive on the job
· Relating Positively to Others
· Assuring the Succes of your organization

A. Goal of Business Communication

Effective business communication involves both the sender and the recciver, but the
sender must take responsibility the four bacic goal of business communication :
· Receiver understanding
· Receiver response
· Favorable relatonship
· Organization goodwill

B. Pattern of Business Communication

As communicators strive to achieve the four goals of business communication,They
send and receive messages that are both internal and external to their organizations.
- Internal Communication : organizational communication can flow
vertically,horizontally,or through a network.
· Formal communication is business related,possibly with some personal
touches
· Informal Communication Sometimes refreed to as a grapevine-consists of both
business-related and personal information.
 · Serial Communication A great deal of the information flowing vertically and
horizontally within organizational involves three or more individuals.
- External Communication Patterns : flow between a business organizational and the
entities with which it interacts
C. The Communication Proses
Understanding the Communication process can help you become a better
communicator.
· A Communication process model
· Sender’s and Receiver’s Roles
· Communication types and channels
· Analysis of the Receiver for the you-view point
· Providing for Feedback

D. Commmunication Barriers
Althought knowledge of the communication process and skill in implementing it are
basic to effective communication,the sender must also deal with barriers that interfere with
the communication processs.
· Word choice
· Denotative versus connotative meaning
· Implications and inferences
· Puncuation,Spelling,Grammar,and sentece structure
· Apperance of the message
· Apperance of the sender
· Enviromental Factors
· Receiver’s Capabillity
· Listening
· Other communication barriers

Chapter 2 Workplace Diversity

Diversity in the workplace is a reality.Diversity means differences.this chapter will
talk about cultural differences and the effects of these differences on
communications.Customers,Clients,and employess represent diverse cultures,whether in
domestic or global communication.
- Multicultular Business Communication:The workplace enviroment includes
employess and customers with a wide range of need,interests and abilities.
· Ethinicity and Race
- Awareness Of Cultural differences:The first step to becoming an effective multicultral
communicator is an awreness of self in a specific culuture.
- Language Diversity : an increase in multicultural and multinational interactions
present language challenges
- Nonverbal Communication:In mulicultural business communication nonverbal signals
vary as much as spoken languages do.
- Prespectives on cultural diversity : racial or ethnic distinctions other plan language are
many and veried
· Gender
- Gender Differences :Research documents some evidence of gender behavior
difference
- Sexual Harrassment:Business communication between the sexex calls for a clear
understanding of remarks and actions that could be construes as sexual harassment
- Guidelines for multicultural business communication : Respect for and sensitivity to
the feeling and cultural behavior of others is a basic premise for effective
communication and is consistent with the you – view point as decribed in chapter 1.
· Review business communication
· Analyze your own culture
· Be open to and accepting to other cultures
· Learn about the other cultures and apply what you learn
· Consider language needs

- Multinational or global business communication : Business operations across national

boundaries require a greater adaptation to culutral boundaries thand conducting
business within on country
· Communicating in Japan
· Communicating in Germany
· Communicating in China
 · Communicating in Mexico
- Communication strategies for multinational and global business :Introduced you to
some of the traditional culture and communication strategies for conducting business
in or with these countries.
· Guidelines for working with interpreters
- Avoid complex language and focus on the receiver : when working with an
interpreter,avoid long introductory phrases,parenthetical elements,interjectionsmand
complex and compound sentences.
- Practice with your interpreter : if possible,learn your interpreter’s preffered ways of
operating-in complete thought units,in short phrases, or word by word.
- Selection of Qualified Translators :Most people who have read instructions
accompanying products manufactured overseas know the difficulty from one
language to another-genarally,language cannot be translated verbatim.
- Provide for back Translators of your written messages : check for translation
errors:that is,have a second translator converts the message back into english for
verification of its meaning

Chapter 3 Technological,Legal,and Ethical Considerations

The daily use of communication technology such as cell phone,e-mail,the internet,and
fax machies creates a fast-paced,and times impresonal,systems of relaying messages.

A. Technoly Trend
Technology plays a major role in business communication.Technology advances are
increasing the speed and volume of text messages and e-mail that can be handled away
from the office.
- Wireless technology and mobile communication
- Techology research
- High tech and the you-viewpoint
B. Business Applications of Technology
Organization are increasingly dependent on computers and other technlogcal devides to
handle the volume and complexity of imformation communicated through daily operations.
· Business and Organization Web Pages
 · Internet research
· Video conferencing
· telecommuting
C. Technology-related legal and ethical issues
In this section of chapter,you will learn about legal and ethical considerations
for the use of communication technology.
· Cell phones and other mobile devices
· E-mail messages and the internet
· Other technology privacy issues
· Copyright
· Computer fraud
· Web-site linking

D. Legal Considerations for business messages

Legal problem of major companies like worldcom and enron underscore the
loss of public confidence and serious effect of business decisions that violate laws
and ethical principles
A. Contract Communication

Chapter 4 Principles of Business Communication

In this chapter we will see how these principles apply to word choice,sentence
construction and paragraph development.the best way to improve your ability to compose
effective business messages,wheter oral or written,is to apply these principles of business
communication.
A. Choosing Words
Words are the smallest unit messages.Give attention to each word you choose to be
sure it is the most effective one.An effective word is one that your receiver will understand
and that will elicit the response you want.
· Use a Dictionary and a Thesaurus :
- Principle 1 : Choose understandable words
- Principle 2 : Use Specific,Precise words
- Princlple 3 : Choose strong Words
 - Principle 4 : Emphasize positive words
- Principle 5 : Avoid Overused Words
- Principle 6 : Avoid Obsolete Words

B. Developing Sentences
Now you are ready to study the principles that will guide you in combining thoses
word into effective sentences. Business people prefer concise,efficient,effectie
communication.
- principle 1: Compose clear senteces
- principle 2: Use Short Sentences
- principle 3: Prefer Active Voice in sentences
- principle 4: Give Sentence Appropriate Emphasis
c. Forming Paragraphs
Organizing sentences into meaningful paragraphs is an important part of composing a
massage. You can form effective paragraphs by following five basic principles for paragraph
construction.

Chapter 5 Print and Electronic Messages

A. The Advantages and Disadvanteages of Written Messages
Successful communicators like those featured in this chapter’s let’s talk business
approach Writing as a process that includes selecting the appropriate type of message:being
aware to convey the message orally or in writing.

-The Advantages of written message are that they

 Provide a permanent record that can be filed and refreed to in the future
 Can Be reread and studied,which is important if a message is
long,iscomplex,or has been written in anger.
 Can have legal value

-The Disadvantages of written message are that they

 Are Generally transmitted slowly;e-mail and fax are notable exceptions

 Are viwed as being more formal,in part because they are paymanent
 Require storage,which can be time-consuming and expensive
B. Developing Written Business Messages
The process for developing written business messages consists of the following three
steps:

 Planning : Analyze The Communication Situation, Establish Primary and

Secondary Purpoises, Analyze The Receiver , Select the type of message,
Select an organizational plan, Outline the message content .
 Drafting : Using your mental or recorded notes from the outlining process,you
draft the message.
 Finalizing: Revise The Message, Edit The Message , Proof The Message .

C. Determining Vocabulary Level

Message analysis is an aspect of Writing related to developing effective business
messages.Control the vocabulary level of your messages so that it fits your receivers.

 ReadbilityFormulas : Can be used to calculate vocabulary levels for your

messages.
 Readbility Rating : The vocabulary-level rating obtained from readability
Formulas generally reflect the approximate grade level a person would need to
understand the writeen the written material.
 Vocabulary Levels : As you compase a message for a given communication
situation, keep in mind the estimated vocabulary level of your receiver.

D. Developing Electronic Messages

Advance in technology have enabled people to communicate in ways previously not
possible.In this section,you will explore concepts and techniques associated with writing for
two of these technology-driven media-e-mail and internet web pages.

E. Electronic Mail
One of the most common question business Professionals ask today “ what is your e-
mail address” The Reason for the query is simple – email represents a fast, efficient,
relatively inexpensive method of exchanging messages.

 E-mail Features
 E-mail Guidelines
 Web sites and Web Pages

Chapter 6 Positive and Neutral Messages

A possitve or neutral message conveys pleasant,Favorable, or neutral information to
the receiver. Such a meesage may inquire about a service,a product or a person , Approve a
request that has been made of you or your organization , announce an upcoming sale or a new
product , be used in internal communication to announce
promotions,expansions,salaryincreases,or improvement in fringe benefits.

A. Use the direct plan for positive and neutral messages

The direct plan should be used in transmitting all positive and neutral
messages,written and oral.An advantage of this plan is that he receiver know at once that the
message conveys information that is benefical

B. How to use the Direct Plan

You should incorporate into your positive or neutral messages the business
communication fundementals that were presented in chapter 1,3 and 5.The four strages in the
direct plan for presenting positive or neutral information are detaile

 The opening
 The explanation
 The sales appeal
 The Friendly Close

-Opening : in the direct plan, The memo or letter should give the positive or neutral
information in the opening-subject line or the first paragraph of the message. Espicially in a
memo or e-mail, the subject line can be used to convey the good news. The first sentence of
the first paragraph should contain the information. The paragraph should be short.
- Explanation : The second part of a message using the direct plan should contain the
explanation. The explanation presents any additional informantion that relate to the positive
or neutral information presented in the first paragraph.

- Sales Appeal : is the portion of a message in which the writer attempts to persuade the
reader to take the specific action. It can be effective in many positive and neutral message,
but it is not appropriate in all of them. The sales appeal, should come after the explanation.
Depending on its length and nature, the sales appeal may be placed in a paragraph by itself or
combined with the using paragraph.

- Friendly Close : is the final paragraph of a message. Its primary purpose is to build
goodwill. Goodwill is built by being personal and optimistic. The close may express
appreciation for an employees past service or for a customer busnines.

Chapter 7 Goodwill Messages

Types of Goodwill Messages
- Congratulations
- Condolence
- Appreciation
- Invitation
 - Holiday Greeting
- Welcome

- Congratulations : A message that praises the receiver for an accomplishment or an

achievement is referred to as a message of congratulations. One of the reason that
congratulatory messages are so effective in building goodwill is that organizations and
businesspeople do not use them very often. Congratulatory messages maybe as formal as a
typewritten letter about a promotion or as informal as a handwritten note attached to a
newspaper of a birth announcement.

- Condolence : A letter of condolence is the difficult to write because it deals with

misfortune. When written properly, however, the message should leave no doubt about your
empathy. If appropriate, a letter of condolence can offer assistance; however, avoid a chilche
ending. Make sure your offer is specific and genuine. Your message may be concluded by
referring to the future in a positive way.

- Appreciation : A letter appreciation may be sent for long-time thoughtfulness or for a one-
time favor. Some examples of individuals who have shown sustained thoughtfulness include
a long-standing, loyal customer; a faithful employee; a friend who has consistently
recommended a company and brought it many customer; and a volunteer who has generously
contributed time and effort to charitable causes.

- Invitation : A business invitation is a request for an individual’s presence and is used in

various situations. Inviting employees to a small social gathering, asking prominent
community members to attend a fund-raising event, and inviting civic leaders and selected
customers to a company open house are all examples of invitations that are used in the
business community.

- Holiday Greeting : A holiday greeting may be sent before or during any festive season.
New Year’s Day, Easter, Labor Day, Thanksgiving, Hanukkah, and Christmas are holidays
generally celebrated in the United Sates. Businesses participating in international trade should
be aware of and acknowledge appropriate holidays in the countries where they have
employees, customers, or suppliers.

- Welcome : A welcome message is used to greet new employees, new customers, and
newcomers to a community. Many cities have organizations, such as the Welcome Wagon,
that send welcome letters to persons moving into the community. A new employee welcome
is aimed at familiarizing new employees with the company and at building goodwill.

Style in Goodwill Messages

- Handwritten Versus Typewritten Versus Printed Messages : A handwritten note is

appropriate in times of sorrow, but a printed invitation to a formal is preferred,
whether it is for a small wedding or a dinner and dance for several hundred people.
- Card Versus Letter versus E-mail : Using a commercially produced card is less
time consuming and frequently is more suitable than a typed letter. A short,
handwritten note on a holiday greeting card or a sympathy card may mean more to
the receiver than a long, formal letter.

- Familiarity Versus Formality : The formality of a goodwill message depends on the

purpose of the message you are sending and on how well you know the receiver. Put
yourself in the place of the receiver and write a message that you would like to
receive.

Chapter 8 Negative Messages

The indirect plan can be used effectively for a variety of written and oral
negative messages-refused claims, refused requests, unfavorable decisions, or
unsolicited unpleasant information.
- Determination of Content : Each communication situation must first be analyzed to
determine primary and secondary purposes and the basic content of the message. As
you plan and draft an unpleasant message.
- Opening Buffer : In the indirect plan, the opening buffer should meet the following
requirements : pro-vide coherence, build goodwill, be positive, maintain neutrality,
and introduce the explanation. The opening buffer usually will consist of one to three
sentences.
- Logical Explanation : The second part of the indirect plan is the logical explanation.
In a memo or letter, the logical explanation usually begins after the opening buffer
and often can be handled in one paragraph. If the explanation is short, the negative
information may be included in the same paragraph.
- Negative Information : After the opening buffer and the logical explanation, you are
ready to present the negative information. The step in the indirect plan consists of the
request refusal, unfavorable decision, or other disappointing information. If the
opening buffer and the logical explanation have been effective, receivers will be
expecting the negative information.
- Constructive Follow-up : In the constructive follow-up section of a negative
message, you provide other solutions to the problem or, if that is not possible, you
given an additional reason justifying the unfavorable news.
- Friendly Close : The friendly close moves the receiver’s mind away from the
problem- negative information- and provides an opportunity to build goodwill. If you
must refuse a customer credit, you will want him or her to continue to buy with cash.

Chapter 9 Persuasive Messages

 Persuasive messages are used in both internal and external communication.
Examples of persuasive messages in internal communication include a speech asking
employees to volunteer to work on upcoming weekends, and employee’s memo to a
manager requesting that the organization initiate a flextime policy. The indirect plan
can be used for a variety of persuasive messages.

- Attention : The opening in any persuasive must attract the receiver’s attention. A
persuasive message is succuesful only when the receiver takes the desired action. The
desired action is not likely to be taken unless the receiver is motivated to read or listen
to the entire message.
- Interest : You must hold the receiver’s after his or her attention is gained. Expand the
topic of the first paragraph while maintaining the interest of the receiver. Interest will
be maintained when the receiver sees benefits for himself or herself.
- Desire : Once you have the receiver’s attention and interest, offer proof of the
benefits the receiver can gain. Doing so will motivate the receiver to take the
requested action. Remember, the purpose of the persuasive message is to move the
receiver to take the desired action.
- Action : You are ready to ask the receiver to take immediate action once you have
built his or her interest and disere. The action you request of the receiver should be a
logical next step.
- Reminder Stage : The reminder stage is the customers who intend to pay but just
need a reminder. The reminder is a simple and sometimes comical message intended
to get a receiver to pay a bill. Collection messages is this category are direct and
friendly.
- Appeal Stage : An appeal is stronger than a first-stage message because the customer
has failed to heed the reminder notice. You need to analyze the customer carefully
before writing a letter of appeal. You will have to select the type of appeal that will
persuade the customer to pay.
- Warning Stage : Reminders and appeals may not succeed in collecting all past-due
bills. When these efforts fail, you must move into the final stage- warning. Until now,
you were interested in maintaining the customer’s goodwill while trying to collect.

Kaitkan Dengan Perusahaan

Dalam menjalankan suatu kegiatan usaha atau bisnis pasti terdapat kegiatan atau proses
komunikasi antara perusahaan dengan pihak eksternal,mengapa komunikasi ini penting?
Karena jika adanya komunikasi maka keinginan atau tujuan perusahaan tidak akan
tersampaikan atau tercapai,karena perusahaan tidak dapat berdiri sendiri mereka
membutuhkan kerja sama,interaksi dengan pihak lain oleh karena ini komnikasi bisnins ini
penting dan harus di laksanan dengan benar dan tepat mau dari segi realita maupun sosial
media.berikut saya akan menjelaskan sedikit mengenai perusahaan  
Pak Herman memiliki sebuah perusahaan rokok berskala kecil yang berlokasi
di Tanjung Balai Karimun. Pak Herman mempunyai elemen-elemen utama supplier bahan
baku berupa petani / pengusaha tembakau dan cengkeh, elemen-elemen utama manuafktur
berupa karyawan, perencanaan proses produksi dan elemen-elemen utama customer berupa
pihak distributor dan sales. Bahan baku tersebut di beli melalui supplier Perusahaan
Surabaya.Bahan baku tersebut di kirim melalui kontainer ke Tanjung Balai Karimun,Setelah
bahan baku tersebut sampai di Tanjung Balai Karimun Perusahaan PT.Bintang Impian Jaya
milik Pak Herman akan melakukan pembayaran Cukai sebelum bahan baku tersebut dapat di
bongkar dari kontainer.Setelah siap pengurusan biaya adminitrasi maka barang tersebut akan
di bawa ke PT.Bintang Impian Jaya untuk di Produksi menjadi rokok dan rokok tersebut di
packing sedemikian standard perusahaan. setelah siap proses packing maka rokok tersebut
akan  di Distribusikan ke Distributor masing-masing daerah / wilayah dan Customer tersebut
akan mendistribusikan ke Retailer dan Retailer akan menjual ke konsumen akhir.
Dari contoh di atas kita dapat melihat bahwa semua proses di atas membutuhkan
suatu proses komunikasi supaya kegiatan-kegiatan dapat terlaksanakan dengan baik dan
tujuan perusahaan dapat tercapai. Misalkan,saat pemesanan bahan baku (jumlah, jenis, waktu
pengiriman) kepada supplier, kita mengunakan alat komunikasi seperti e-mail,whatsapp,bbm
dan telepon celluler. Informasi yang tertulis di dalam alat komunikasi tersebut harus benar-
benar mewakili pesan yang ingin di sampaikan perusahaan supaya tidak terjadi kesalahan
atau tidak menganggu kegiatan bisnis perusahaan. Jika semua kegiataan dapat berjalan
dengan lancar maka perusahaan akan mendapatkan feedback yang bagus atas jasa yang di
berikan.