INTRODUCTION TO BUSINESS COMMUNICATION – IOB -NOTES

CHAPTER 2

WRITING SKILLS,

Introduction:

Planning what you want to write is important for all written communications like

report, notes and letter writing.

Planning Your Writing :

-choosing a topic for your essay can be achieved in two ways that is,

1. Topic May be Assigned

-here you are given the topic

-next determine the type of paper you are expected to write, if it is a specific

analysis make sure your topic is fairly specific, therefore choose a narrower

subtopic to discuss.

2. Topic May be Chosen

Here you are free to choose a topic of interest to you, which will often make your

essay a stronger one.

Define Your Purpose

Know if your purpose is to persuade people to believe as you do or to explain to

people how to complete a task or to educate people about something. Make sure

your topic embraces your purpose.

Brainstorm Subjects of Interest

-here look around you, think about your life and write down some subjects that

interest you, anything that springs to mind. But remember don’t evaluate the

subjects yet.

Evaluate Each Potential Topic

-here evaluate each potential topic and ensure that if you must educate, be sure it is

a subject you are well-informed. If you must persuade, be sure it is a subject you

are passionate about.

SOURCES OF INFORMATION AND INFORMATION GATHERING

Published Secondary Data:

Sources of data information here include:

-on the web

-in book form

-on CB

DIRECTORIES

-are a good starting point and information therein include,

-industries and markets

-manufacturers, size, location.

-products

-Sales and profits

SEARCH ENGINES
-We have search engines like Alta Vista and Google, these retrieve links to and

brief descriptions of websites containing a word or phrase entered by the user.

However results given maybe up-to-date or out of date.

SEARCH ENGINE GENERATIONS

Alta Vista (First Generation)

This was the first search engine (www.altavista.com) and the research results are

presented in term ranked order and give far too many results. Most first generation

search engines have transformed themselves into Portals and have some second –

generation features
CHAPTER 3

COMMUNICATION PROCESS

Introduction

Customers and businesses are built and maintained through communication hence

the need for effective communication. It is important to be aware of the barriers to

effective communication and the ways you can minimize their effect on your

communication.

Definition

Communication is a two-way process where information is sent from one person

through a channel to another person who reacts by giving feedback.

Business Communication

 Is communication used to promote a product, service or organization.

 Is used to relay information within the business

 Used to deal with legal and similar issues.

 Also refer to internal communication

12 Factors/Secrets of Effective Business Communication

The principal areas where communication is essential include:

 Pitching potential clients

 Client meetings

 Customer service

 Face-to-face networking

 Marketing your business

Pitching Potential Clients

-includes being able to convince your potential clients that you are the best person

for the job. You can do this by ..

1. Ask the right Questions

By asking the right questions, you understand the client’s needs then you can pitch

your services as the best possible option for the client, outlining how you will meet

their needs.

2. Communicate Professionally

-take time to proofread all emails before sending.

-use a business email address with a proper signature.

-answer the phone professionally.

-speak articulately and competently at all times.

Client Meetings:

Effective communication in client meetings are an important part of every

successful business.

3. Schedule and Prepare Thoroughly

-schedule your meeting in advance to ensure that you and your client have enough

uninterrupted time to speak.

-prepare an agenda that outlines focus points and sets a structure and share the

agenda with your client.

-confirm the date and time of your meetings in an email and send a reminder and

the agenda the day before.

4. Speak, Pause, Listen

-Rushing through several points causes confusion and should be avoided.

Remember that communication is a two-way street that allows both parties to

speak.
-eliminate distractions/noise during your conversations by turning off the television

and closing the door to your office among other things to ensure that the client has

your full attention.

5. Follow Up in Writing

-After taking notes during phone or in-person meetings, follow up after the

meeting with a written message, summarize what was agreed and ensure that you

are both on the same page.

-repeat questions that were raised and outline the next steps and responsibilities for

both parties.

-invite the other party to give feedback on what you have sent.

Customer Service

-improve on your customer service and make your client feel that they are your

priority by doing the following.

6. Ask for feedback

-maintain long-term relationships with your client by keeping open lines of

communication.
-ask for feedback at the end of a project, during day to day conversations or

through formal surveys.

7. Address Problems

-if a client is unhappy, don’t ignore their complaints. Listen and provide workable

solution and explanation to their problem, this tells the client your care about the

project and their satisfaction.

8. Try a New Format

-today much communication is done via email, however if there are

miscommunications try a different method of communication eg you can schedule

a phone call to see if that clears things up. After the call summarize the

conversation in an email to the client.

Face-to-Face Networking

-networking events, conferences and other face-to-face activities are important for

the success of the business. To get the most in-person networking activities do the

following:
9. Communicate Confidently

-be confident and use body language to support that confidence.

-Shake hands firmly, smile and make eye contact while communicating.

10. Prepare an Elevator Speech

- be prepared with your speech and ready to answer common questions about your

business.

- helps with first effective impression.

- makes networking easier and productive.

-should be no more than 30 seconds

11. Be Responsive

-be available to your target audience and follow up

-if your market business is through social media eg facebook, respond to

comments, questions and complaints

-respond quickly and professionally especially to complaints.

12. Write Well

- write clear, concise and action provoking marketing copies that attracts potential

clients into action.

- if writing is not your skill, hire someone to help you craft good copies.

Objectives of Business Communications

According to Nicky Stanton (1996) there are four general objectives:

-to be received (heard or read)

-To be understood

-to be accepted

-to get action/change of behavior or attitude

Importance of effective communication to a banker

-allows one to listen attentively and helps one express themselves clearly

-it creates good relationships with colleagues and customers.

-it prevents conflict and helps one handle conflict situations effectively.

-it ensures teamwork and increases productivity.

-it improves one’s personal image and helps in negotiating deals.

Elements of the Communication Cycle

 Information: is the raw material of communication. It’s the actual data/

facts, opinion or idea which is intended to convey to the recipient/receiver.

 Sender: is the communicator/person who creates and sends a message.

 Encoding: here the sender puts the information into a form that is suitable

for sending and that can be understood by the receiver. Encoding is language

either spoken or written, a gesture, sign or photograph.

 Message: This is the encoded information to be communicated and contains

the meaning that the sender wishes to convey to the receiver.

 Medium: this is the larger group of communication instruments within

which the message belongs. There are three main media, written, oral and

visual communication.

 Channel: also known as the medium, this is the physical means by which

the message is communicated and include postal service or notice board for

written communication, photograph for visual communication and telephone

system for oral communication.

 Receiver/Recipient: the person, group or public to whom the message is

sent

 Decoding: this is the process by which the recipient interprets the message

and derive meaning out of the message.

  Feedback: it is the response or reaction of the receiver to a message and can

either be positive or negative but should always be correct.

Aims of Communication

 To inform: involves the desire to supply information

 To influence: the desire to persuade the recipient to adopt an idea or course

of action.

 To initiate action: the desire to make the recipient respond by performing a

particular task.

Modes of Communication

 Verbal Communication: involves any communication through words.

 Written Communication: this is communication done through written

means eg letters, memos and reports.

 Non-verbal Communication: is the transfer of information by means other

than written or spoken

 Visual Communication: communication that occurs in graphical form like

charts, tables and diagrams.

INTERNAL AND EXTERNAL COMMUNICATION

Internal Communication: this is communication that takes place within an

organization. Internal communications channels will include:

 Reports, briefs and summaries prepared for specific objectives.

 House journals and newsletters for all staff within an organization

 Meetings of interest groups, teams or staff development activities or internal

presentations to share information.

External Communication

is communication between the organization and those outside the organization.

Most organizations design technological systems so that they can communicate

with customers and undertake e-Commerce and communicate with customers,

potential customers and other businesses through the internet. Communication is

done through the use of letters, telephone calls and newsletters.

Functions of Internal and External Communications:

-allows local, national and international community to;

 Interact

 Liaise

 Conduct business
COMMON CAUSES OF PROBLEMS OF INTERNAL

COMMUNICATIONS

 “If l know it, then everyone must know it, too.” : here leaders and

managers assume that because they have some piece of information then

everyone else knows it too.

 We don’t need bureaucracy: leaders of newer or smaller organizations see

extensive written policies and procedures as a burden and something to be

avoided.

 I told everyone, or some people or…?: management does not value

effective communication and assume it just happens.

 Did you hear what l meant for you to hear: management has to ensure

that the information conveyed was understood as intended.

 Our problems are too big to have to listen to each other: here

management is under stress and tend to do what is urgent rather than what is

important.

 So what’s there to talk about: inexperienced management may feel that

since there is no problem or crisis there is nothing that needs to be

communicated.

 There is data and there is information: as organisations grow they tend to

produce raw data instead of information.

  If l need your opinion, l will tell it to you: here management sees no value

in communicating with subordinates, believing they should shut up and do

their jobs.

Key Principles of Effective Internal Organizational Communications

 Sound meeting management skills

 Management must ensure effective skills in communications including basic

skills in listening, speaking and sharing feedback.

 Each person taking responsibility to speak up when they don’t understand a

communication.

COMMUNICATION NETWORKS:

-Is the pattern through which the members of the group or team communicates.

NB:(..because these are brief notes please refer to communications networks

diagrams presented in class on the board and copy diagrams from your

communications manuals into your notes for further understanding.)

 1. Wheel Network pattern:

-communication flows through one central person/group leader who

disseminates all information.

2. The Y Network Pattern:

This is less centralized and two persons are close to the centre.

3. The Chain Network Pattern:

Here we have an even flow of information among all group members with

two people interacting only with one other person. (refer to diagram please)

4. The all channel network pattern

There is free flow of information among group members and the leader does

not have excessive power.

FORMAL AND INFORMAL COMMUNICATION

-Formal communication is communication which occurs through the official

organizational channels eg official meetings and letters.

-informal communication is communication that occurs outside the recognized

organization communications like talking in the lunch rooms.

-informal communication is also known as rumour or grapevine and it can be

productive or negative.
Types of Formal Communication:

1. Vertical Communication:

-flows up and down the organization along formal reporting lines e.g.

between managers and their superiors and subordinates.

Downward Communication:

-usually created by directors and managers and passed down the workers in

the organization.

-increases efficiency by synchronizing organizational procedures

-can ensure that everybody is working towards the same objectives.

-examples include job descriptions, organizational policy and appraisals.

Horizontal Communication:

-occurs between employees on the same level in the organization and can create

efficiency as employees do not have to wait for managerial approval. If boundaries

are not set there is potential for conflict.

Diagonal Communication

Occurs between workers in a different section of the organization and here one of

the workers involved is on a higher level in the organization. (give examples)

Barriers to Effective Communication: