Business

Communication

Md. Al-Amin (Mli)

Instructor’s Information

Md. Al-Amin (Mli)

NAC 869

Department of Management

Email: [email protected]

Web Address: http://alaminmli.weebly.com

 Course Objectives
 Understanding the importance of realistic business
communication process with real life business scenarios
 Adapting writing processes considering different business
situations and selecting appropriate words in those scenarios
through examples
 Helping the students in learning the differences between formal
and informal writing techniques by providing samples of formal
and informal emails, letters, memos and reports.
 The course deals with explanation of why communicating clearly
across cultures is important to business though case studies
 Helping students constructing their CV and resume through real
life samples and preparing them for public speaking
 Assessment
Grading tools Points
First Midterm 15%
Second Midterm 15%
Quizzes 10%
Group work-
Report 10%
Presentation 10%
Role-playing exercise 5%
Final Exam 20%
Attendance/ Participation 05%
 Question Pattern!
 I know you love this topic!
 Midterm and Final exams will be consisted of
MCQs and short questions. Questions will be
both conceptual and straightforward.
 With quizzes, you will only have MCQs.
 In addition, you might get bonus questions in
the forms of fill in the gaps.
 Core Text

Author Title Edition & Publisher ISBN

Year
Kathryn Lesikar’s Thirteenth McGraw- 978-1-259-
Rentz & Business Edition Hill 06080-9
Paula Communic (2014) Irwin
Lentz ation
 Keys to Success
 Attend every single class. Please don’t miss a class unless you have
a very valid reason!
 Take notes. All examples and explanations won’t be available in the
slides.
 Make sure you understand the lecture. It’s a strategic imperative.
 Please do ask me questions if you have confusion over the
materials.
 See me sooner rather than later if you have problems with the
materials.
 Study steadily—this is vital, if you want be good at communicating.
 Read the relevant chapters from textbook in advance.
 Session 1
Understanding Workplace
Communication
 Learning Outcomes
 What is communication?
 Importance of business communication
 Current Challenges
 Categories of business communication
 Communication networks
 The contexts for communication
 The process of communication
 What Is Communication?
 The act of exchanging of information by speaking,
writing, or using some other medium
 Means of sending or receiving information, such as
telephone lines or computers
 Two parties are involved- sender and receiver
 Communication Is Important to
Business
 Business Needs Good Communication
 Most People DO NOT Communicate Well
 Improved Communication=Better Chances for
Success
 Why Business Depends
upon Communication
 Business must coordinate the
activities of groups of people
 Individual business units send
and receive information about all
aspects of business
Videos on Communication
 https://www.youtube.com/watch?v=YQ3qgIMUR
gI
 https://www.youtube.com/watch?v=ixSUBl1WNx
k
 https://www.youtube.com/watch?v=3FfaPhCKZe
w
 https://www.youtube.com/watch?v
=87HsUukEj4Y&index=4&list=PL058A82A702A1
80CF
 Group Discussion
 Group Discussion on the importance of
communication
 Form small groups and identify at least five
advantages of effective communication in the
context of a business organization
 Current Challenges
 The IMPACTS of Social Media
Current Challenges (Cont.)
 New media are also increasing the needs for
employees who have social intelligence
 Social Intelligence refers to the ability to quickly
assess the emotions of those around them and
adapt their words, tone, and gestures accordingly
 Globalization has given birth to globally
integrated organizations and global social networks
 Individuals need to achieve cross-cultural
competency
Using Social Intelligence on Social
Media: Good Example
 Good Example:
Using Social Intelligence on Social
Media: Bad Example
 British Airways has been under fire quite a bit
for its bad customer service, and social media
only promotes its problem
 A customer named Hassan Syed recently paid to
promote a Tweet complaining about British
Airways’ customer service after the company
lost his father’s suitcase
Here is what Hassan Syed posted on Twitter!
 What happens next?
 The tweet was seen by 76,000 users
 It negatively impacted on the reputation of the
organization
 To make things worse, British Airways failed to
respond to the promoted tweet for eight hours
 What happens next?
(cont.)
 Finally, BA replied to the message!
 Group Discussion
 Did you ever experience lack of social
intelligence while communicating on social
media?

 Discuss with your neighbor and share the

experience with others
Categories of Business
Communication
 Three Categories of Business
Communication
1. Internal Operational
Communication Within a Business
Giving Orders
Assembling Reports
Writing Emails
 Three Categories of Business
Communication
2. External Operational
Communication Outside Business
Personal Selling
Telephoning
Advertising
Writing Messages
 Displays a Company’s Etiquette
External Audiences for
Businesses

Core
Customer
Business s
Partners Organizat
ion

Public Industry
Groups Partners
 Three Categories of Business
Communication
3. Personal Communication
Non-Business-Related
Information/Feelings
Affects Employee Attitude
Attitude Affects Employee Performance
 Group Discussion
 Group discussion on the types of communication
 What type of communication is most important
in the context of a business organization? Give
at least 3 reasons to justify your answer.
 Communication Networks

Formal Network
 Rules of communication and status hierarchy of
the employees
 communication flow through an organogram
 The flow of information includes upward,
horizontal and downward movement
 Movement of information by reports, e-mail,
records within organization
 Organogram
 http://saves.org.pk/site/images/stories/
organogram.jpg
 Communication Networks
(Cont.)
Informal Network
 Highly Complex & Continually Changing
 Primarily Consists of Personal Communication
 Has No Set Pattern
 Links All members in Organization
 Communication Context
 Organizational Context

-Organizational culture

- Your communication is largely shaped by the organization for

whom you speak
 Professional Context

-Different people possess different kinds of expertise, speak

differently and have different perspectives
 Personal Context
- Depends on the genes you inherited, your family and
upbringing, your schooling, your life experiences and
culture
- Your current circumstances
 The Process of
Communication
 Sensing a communication need
- Why am I communicating ?
 Defining the situation
- Clear sense of the situation
 Consider possible communication strategies
- Analyze the contexts and relationship with the
audience
 Selecting a course of action
- Consider the cost and benefit of each option and
choose the most optimum one
 The Process of
Communication (Cont.)
 Composing the message
- Craft your presentation message or plan your
conversation or presentation
 Sending the message
- It’s the time to send your message and you are
done!
 The Process of
Communication (Cont.)
 Receiving the message
- Your chosen channel has delivered the message to the
intended recipient
 Interpreting the message
- Recipient involves interpreting the message once has
has received it
 Deciding on a response
- If the message has been carefully adapted by to the
recipients, it has a good chance of achieving the
desired goals
 Replying to the message
 In class assignment
 Think about a recent transaction you had with a
business person or with a staff person at an
organization or at NSU. Describe the process of
your communication.
 if possible, describe the communication context
as well
 Form groups and discuss
 Once you have done, send your team
representative to present
 Summary
 Importance of Communication to You and to
Business
 Current Challenges
 Three main Forms of Communication
 Formal and Informal Networks
 Process of Communication