Business communication

1. Answer1:
INTRODUCTION:
Interpersonalcommunicationdisagreesfromotherformsofcommunication
inthattherearefewparticipantinvolved,theinteractsareinclosephysicalproximitytoeach
otherandfeedbackisimmediate.Asignificantpointtonoteaboutthecontextualdefinitionis
thatitdoesnottakeintoaccounttherelationshipamongtheinteracts.
Intrapersonalcommunicationislanguageuseorthoughtinternaltothe
communicator.Itistheactiveinternalparticipationoftheindividualinsymbolicprocessing
ofmessages.Itcanbeusefultoenvisionintrapersonalcommunicationtakingplaceinthe
mindoftheindividualinamodelwhichcontainsasender,receiverandfeedbackcircuit.
CONCEPTSANDAPPLICATIONS:
ToexplaininterpersonalcommunicationmoreeasilyIwouldliketopresent
thefollowingexample:
Jaredwasanewemployeeinanarchitecturalfirm.Hehadsomeideasabout
howtoimprovethecompany'simagewiththecustomers.Onhisfirstattempttoexplainhis
ideasatacompanymeeting,noneofhiswordscameoutright.Everyonewasconfused.Jared
askedforasecondchance.Beforehissecondattempt,Jaredwroteeverythingout.Hedrewa
diagramtohelpeveryonefollowhislogic.Hepracticedhistalk.Hissecondattemptwent
muchbetter.Therewasmuchdiscussion.Peopleunderstoodhisconcernsandsuggestions,
butthecompanydecidednottoimplementhisideas.However,Jared'sbosswassoimpressed
withhowwellhecommunicatedhisideasthatheputhiminchargeofexplainingdesignsto
thefirm'scurrentandprospectiveclients.
Followingisanexampleofintrapersonalcommunicationattheworkplace:
Intrapersonalcommunicationessentiallymeanscommunicationwithyourself.
Somakingato-dolistcounts.Sodoesjournaling,writinginacalendar,orevenpsyching
yourselfuptodosomething. Takingpictureswouldfallintothiscategoryofcommunication
ifyoulookbackatthemlaterandgetmeaningfromthem. Anexampleofthisisposting
selfiestoInstagram,thenlookingbackonthemyearslaterandnoticinghowyou'vechanged.
Orlookingatpicturesyoutookandnoticinghowwhatseemsimportanttoyouhaschanged.
Orrememberinghowyoufeltwhenyoutookthepictures. It'sallcommunicationwith
yourself.
Thefourprinciplesgoverninginterpersonalcommunicationare:
I. Interpersonalcommunicationisinescapable:
Theveryeffortnottoconveycommunicatessomething.Throughnot
onlywords,butthroughtoneofvoiceandthroughgesture,posture,facialexpressions,
etc,weinvariablycommunicatetothosearoundus.Bythesechannels,weconstantly
receivecommunicationfromothers.Evenwhenyousleep,youcommunicate.Recall

2. abasicprincipleofcommunicationingeneral,peoplearenotmindreaders.Another
waytoputthisis,peopleestimateyoubyyourbehaviour,notyourintent.
II. Interpersonalcommunicationisirreversible:
Youcan’treallytakebacksomethingonceithasbeensaid.Theeffect
mustnecessarilyremain.Despitetheinstructionsfromajudgetoajuryto“disregard
thatlaststatementthewitnessmade,”thelawyerknowsthatitcan’thelpbutmakean
impressiononthejury.ARussianproverbreads,“Onceawordgoesoutofyour
mouth,youcanneverswallowitagain.”
III. Interpersonalcommunicationiscomplicated:
Noformofcommunicationissimple.Owingtothenumberofvariables
involved,evensimplerequestsaremajorlycomplex.Theoristsnotethatwheneverwe
communicatetherearereallyatleastsix“people”involved:
 Whoyouthinkyouare;
 Whoyouthinktheotherpersonis;
 Whoyouthinktheotherpersonthinksofyou;
 Whotheotherpersonthinkssheis;
 Whotheotherpersonthinksyouare;and
 Whotheotherpersonthinksyouthinksheis.
Wedon’treallyexchangetheseideas;weswapsymbolsthatstandfor
ideas.Thisalsoperplexescommunication.Wordsdonothaveinherentmeaning;we
simplyusethemincertainways,andnotwopeopleusethesamewordpreciselyalike.
Ifcommunicationcanfail,itwill.
Ifamessagecanbeunderstoodindifferentways,itwillberealizedinjustthatway
whichdoesthemostharm.Thereisalwayssomebodywhoknowsbetterthanyou
whatyoumeantbyyourmessage.
Themorecommunicationthereis,themoredifficultitisforcommunicationto
succeed.
IV. Interpersonalcommunicationiscontextual:
Inotherwords,communicationdoesnothappeninisolation.Thereis:
Psychologicalcontextas,whotheparticipantisandwhathe/shebringstothe
interaction.Theneeds,desires,values,personality,etc.,allformthepsychological
context.Relationalcontextconcernsyourreactionstotheotherperson,the“mix.”
Situationalcontextdealswiththepsycho-social“where”youarecommunicating.An

3. interactionthattakesplaceinaclassroomwillbeverydifferentfromtheonethat
takesplaceinabar.
Environmentalcontextdealswiththephysical“where”youarecommunicating.
Furniture,location,noiselevel,temperature,season,timeofday,allarecasesof
factorsintheenvironmentalcontext.
Culturalcontextincludesallthelearnedbehavioursandrulesthatinvolvethe
interaction.Ifyoucomefromaculture(foreignorwithinyourowncountry)whereit
isbelievedrudetomakelong,directeyecontact,youwilloutofpolitenessavoideye
contact.Iftheotherpersoncomesfromaculturewherelong,directeyecontact
signalstrustworthiness,thenwehaveintheculturalcontextagroundfor
misunderstanding.
CONCLUSION:
Intrapersonalcommunicationisthebaseofinterpersonalcommunication
becauseitisourexperienceonwhichourperceptionreliesandourperceptioninfluencesour
interactionwiththeotherpersons.Inintrapersonalcommunicationtheinformationisalways
keptinaperson’smind,however,inaninterpersonalcommunication,theinformationflows
fromonepersontoanother.

4. Answer2:
INTRODUCTION:
Negativemessagesaregenerallydifficulttowritebecausetheaudienceisbeing
toldexactlywhattheydon’twanttohear.Negativemessagesmostoftenincludedenying
requestsanddeliveringbadnewstoacustomerortothosewithinanorganisation.Certain
techniquesthathelpsoftentheblowofbadnewsareapplicabletoallnegativemessages.
Remember,whenwritinganegativemessage,theaudienceislikelytobeunreceptivesobe
suretousetheindirectapproach.
CONCEPTSANDAPPLICATIONS:
BuffertheOpening:Buffersarethefirsttoolbusinesswritersusetosoftenthe
blowofthemessagebydoingthingssuchasintroducingthebestnewsfirstorcomplimenting
thereader.
1.CushiontheBadNews:
Placethebadnewstactfullyafterthesufferandbeforeapositiveclosingto
lessentheaffect.Ifthebadnewsissandwichedbetweentwopositives,thereaderis
lesslikelytodwellonthenegative.
2.BeEmpathetic:
Understandwherethereaderiscomingformanddososincerely.This
conceptisalsoincludedintheaudienceanalysisstageofthe3x3writingprocess,but
itcannotbeemphasizedenough.
3.ProvideReasons:
Whenpeoplearegettingbadnews,theywanttoknowwhy.Byofferinglogical,
clearreasonsforthenegativenews,readersaremorelikelytobeagreeableand
understandingofthesituation.
 Helpthemimprove,asthesereasonscanbegoodpointsforhelpingthemunderstand
whattheyneedtododifferently.
 Informthemiftheylackedsomekindofqualificationfortheposition,suchasdocuments,
sotheyknowtotakestepstodobetter.
 Alsototelliftheywereunsuitableforthepositionduetoalackofexperienceorthe
requisiteacademicbackground.

5. 4.AvoidNegativeWords:
Choosewordscautiouslytoavoidlosingthereader’sattentionand
receptivity.Negativewordsonlyaddtooverallnegativityofthemessage,souse
positivelanguagethatfocusesonreaderbenefits.
Wordstoavoidincludecannot,regret,reject,fail,mistake,impossible,andthelike.
5.ClosePleasantly:
Theclosingservesasthewriter’slastchancetoleavethereaderwitha
positivethought.It’ssuitabletopromotegoodwillbylookingaheadtowardabrighter
future,toofferanalternativeoptionifoneexists,toprovidethereaderwith
promotionalinformation,ormerelytoclosebywishingthereaderwell.
6.DonotHighlightTheRejection:
Withrejectionletters,youwanttotryandsoftentheblowsoasnotto
discouragetheapplicant.Sowhenmakingletters,like rejectionlettersinDOC,thereare
somethingsyoushoulddotohelptheapplicantmoveonfromthisrejection.Youshould
firstthanktheapplicantfortheirinterestintheposition.Alsobeclearaboutwhatever
reasonsyouhadforrejectingthem.Besuretolistpositivestheapplicanthad,soasto
pointoutwhattheydidright.Alsooffertipsfortheapplicantsothathecanimprovehis
approachonhisnextapplications.
Followingisanexampleofaletterconveyingtherefusalofaloanapplicationtothe
customerthatacustomerserviceexecutivemayfollow:
ThankyouforyourrecentapplicationforaDoecreditcard.Unfortunately,youdonotmeet
ourcurrentcriteriaforcreditapproval.First,youmustbeemployedforatleastoneyear
beforewecanapproveyourapplication.Second,yourcreditreportrevealsacoupleof
delinquentaccounts.
Ifyoufeelthatyouhaveinformationthatwillmakeadifferenceinthesetwoconsiderations,
pleasewriteusat:
CreditDepartment
DoeCorporation
1600MainStreet
Springfield,Kansas12346
Inanycase,weinviteyoutoreapplyafteryouhavebeenwithyourcurrentemployerfor
morethanayearandafteryourdelinquentaccountsareinorder.

6. CONCLUSION:
Negativewritingisthemostchallengingpartofaneffectivebusinesswriting
techniques.Everybusinessaimsatconveyingrefusaltothecustomeralongwithretainingthe
customer’strustonyourservicesandhisrelianceonthecompany.Thus,asacustomer
serviceexecutiveoneneedstofollowtheabovementionedprinciplesofnegativewritingto
ensurethatthegoodwillofthefirmisretained.

7. Answer3(a):
INTRODUCTION:
Forgoodorill,nonverbalcommunicationcanhelpyouorhauntyou.Most
significantly,recognizethepowerithastoaffecttheoutcomesofyourcommunication.
Whetheryouare speakingtothewholecompanyatacompanymeeting,chattingwithaco
workeronthephone,ortalkingtoyourbossinheroffice,nonverbalcommunicationaffects
theinteraction.
Nonverbalcommunicationisalsopowerfulinyourday-to-daymeetingswithcoworkersand
yourpassinginteractionsinthehallsofyourworkplace.It'ssignificantatyourluncheseither
inoroutsideofyourorganization.
Finally,recognizethepowerofyournonverbalcommunicationwithyourcompany
stakeholders,yourclientsorcustomers,yourvendors,andyourprofessionalassociates.
Matchingyournonverbalcommunicationtoyourspokenwords willmakethemtrustyou.
Youcanpracticeandmanageyournonverbalcommunicationtoconveyyourmessagesmore
effectively.Or,youcanallowyournonverbalcommunicationtomakeyouappearineffective,
a sloppycommunicator,oranemployeewhosemixedmessagesarenottrustworthy.Whynot
usenonverbalcommunicationtoyouradvantage?It'sawinforall.
CONCEPTSANDAPPLICATIONS:
Thefollowingtypesofnon-verbalcommunicationaretobediscussedahead:
1.EyeContact:
Theeyesplayanimportantroleinnonverbalcommunicationandsuchthingsas
looking,staringandblinkingareimportantnonverbalbehaviours.Whenpeopleencounter
peopleorthingsthattheylike,therateofblinkingincreasesandpupilsdilate.Lookingat
anotherpersoncanindicatearangeofemotionsincludinghostility,interest,andattraction.
Peoplealsoutilizeeyegazeameanstodetermineifsomeoneisbeinghonest.Normal,steady
eyecontactisoftentakenasasignthatapersonistellingthetruthandistrustworthy.Shifty
eyesandaninabilitytomaintaineyecontact,ontheotherhand,isfrequentlyseenasan
indicatorthatsomeoneislyingorbeingdeceptive.
2.BodyLanguage:
Postureandmovementcanalsoconveyagreatdealoninformation.Researchon
bodylanguagehasgrownsignificantlysincethe1970's,butpopularmediahavefocusedon
theover-interpretationofdefensivepostures,arm-crossing,andleg-crossing,especiallyafter

8. publishingJuliusFast'sbook BodyLanguage.Whilethesenonverbalbehaviourscanindicate
feelingsand attitudes,researchsuggeststhatbodylanguageisfarmoresubtleandless
definitivethanpreviouslybelieved.
CONCLUSION:
Beingaleadflightattendant,itisyourresponsibilitytoguideyourcrewmembersto
provideefficienthospitalitytothepassengersonboard.Everypassengertravellinginyour
airlinesdoesexpectthebesthospitalityservicesfromthecrewonboard.Inthis,non-verbal
communicationplaysaveryimportantrolethatinvolvesEyeContactandBodyLanguage.
Theaboveprinciplesmustbetakenintoaccountbytheflightattendantandthecrew
membersinordertoprovidethebestofservicestothepassengers.

9. Answer3(b):
INTRODUCTION:
Nonverbalcommunicationinvolvestheconsciousandunconsciousprocessesof
encodinganddecoding.Encodingistheactofgeneratinginformationsuchasfacial
expressions,gestures,andpostures.Encodinginformationutilizessignalswhichwemay
thinktobeuniversal.
Onlyasmallpercentageofthebrainprocessesverbalcommunication.Asinfants,nonverbal
communicationislearnedfromsocial-emotionalcommunication,makingthefaceratherthan
voicethedominantcommunicationchannel.Aschildrenbecomeverbalcommunicators,they
begintolookatfacialexpressions,vocaltones,andothernonverbalelementsmore
subconsciously.
CONCEPTSANDAPPLICATIONS:
Whenyoubecome flightattendant,you’llhavetowritealotof flightreports;itis
importanttoknowthateveryunexpectedeventonboardmustbereported.Eventsmay
happenduringflight,orwhiletheairplaneisstillonground.Forexample,whenproviding
firstaid,acomplete flightreport willhelpthedoctorsknowmoreaboutthecaseafterwards.
Herearetipsforcopingwithatensesituationandhopefullyresolvingittoeveryone’s
satisfaction:
1.Remaincalm. Whenacustomerstartsyellingorbeingotherwiserude,thereisnothingto
begainedbyrespondinginasimilarmanner.Infact,thatwillprobablyescalatehostilities.
Maintaincontrolofyourself,evenifthecustomer’stirademakesyoufeelinglikeyelling
yourself.
3.Useyourbestlisteningskills. Thefirstthinganangrycustomerwantsistovent.Todoso,
theyneedsomeonetolisten—and,forbetterorworse,youarethatperson.Listening
patientlycandefuseasituation,aslongasthecustomerfeelsacknowledgedinhisorher
complaint.Hearthemout.
4.Activelysympathize. Afterthecustomervents,hewantstoknowyouunderstandwhere
he’scomingfromandhowheorshefeels.Expresssympathyfortheirunpleasantcustomer
experience.Respectandunderstandinggoalongwaytowardsmoothingthingsover.
5.Apologizegracefully. Whetherthecustomer’scomplaintislegitimateornotisreally
irrelevant.Ifyouwantherto stay acustomer,youneedtoexpressanapologyfortheproblem
theyarehaving(orperceivetobehaving).Asimple,straightforwardstatementisoftenall
that’sneeded:“I’msorryyou’renothappywithourproduct.Let’sseewhatwecandoto
makethingsright.”

10. CONCLUSION:
Whenyouhavetofacetheladypassengerwhoisfrustratedduetodelayinflightthe
firstthingyoumustfollowistostaycalmsothatyoucanhandleherinapropermanner.If
youbeingtheattendantbehaverude,theladywillgetmoreirritatedandwillbereluctantto
travelwithyourairlineshernexttime.Asshehasherkidwithher,firstofferheraseatand
thenapologizeforthedelayinflightandexplaintoherthereasonforthesameinapolite
mannersothatsheunderstandsthescenarioandwillco-operatefurther.Thisbehaviourofthe
attendantsandthecrewmemberswillleadtoincreasedefficiency.