2. Business Communication

3. Communication
• Communication
– The sharing of information between two or
more individuals or groups to reach a
common understanding.

4. 16-4
Importance of Good Communication
– Increased efficiency in new technologies
and skills
– Improved quality of products and services
– Increased responsiveness to customers
– More innovation through communication

5. Types of communication
• Formal Vs Informal
communication
• Verbal Vs Non-Verbal
communication
• Vertical Vs Horizontal
communication

6. Verbal & Nonverbal Communication
• Verbal Communication
– The encoding of
messages into words,
either written or spoken
• Non-verbal
– The encoding of
messages by means of
facial expressions, body
language, and styles of
dress.

7. Verbal communication
Oral communication Written communication
16-7

8. 16-8

9. Non-Verbal communication
• Facial expression
• Gesture & posture
• Vocal characteristics
• Personal appearance
• Touch
• Time and space

10. Facial Expression
• Smile invites participation
• Lack of eye contact suggest
conflict

11. Gesture & Posture
16-11

12. Voice Characteristics
16-12

13. Personal Appearance
16-13

14. 16-14
Effective verbal communication
• Change the speed of voice
• Shift the pitch of voice
• Control the volume of voice
• Pronounce clearly

15. 16-15
Effective non-verbal communication
Maintain eye contact
Present pleasant facial expression
Gesture appropriately
Maintain good posture
Keep distance

16. Do’s and Don’ts in Verbal
communication
DO DON’TS
Be clear and direct Don’t give more attention to
cell phones than people
Do paraphrase Don’t overuse abbreviation
Be respectful Don’t monopolize the
conversation
Tailor conversation to
audience
Don’t react or get upset
Face to Face Don’t interrupt

17. 16-17
Non-verbal communication do’s & don’ts
Element DO DON’T
Eye contact Maintain good contact to
foster trust and
engagement
Don’t avoid making eye contact
with your listener or maintain
prolonged contact.
Facial Expression Smile frequently and
present a pleasant
expression
Don’t maintain a poker face.
Gestures Punctuate speech with
appropriate and
meaningful gesture.
Don’t exaggerate or lose control
of your gesture.
Posture Stand and sit with an
erect posture to
communicate confidence
and competence.
Don’t turn your back to
someone
Physical Distance Establish an appropriate
proximity.
Don’t ignore signs that listener
is uncomfortable with your
proximity.

18. 16-18
Richness of Communication Media
Figure 16.2

19. 16-19
Communication Media
• Face-to-Face
–Has highest
information
richness.
–Provides for
instant
feedback

20. 16-20
Communication Media
• Spoken
Communication:
–Has the second highest
information richness.
–Telephone conversations
are information rich with
tone of voice, sender’s
emphasis, and quick
feedback.

21. Communication Media
• Personally
Addressed Written
Communication
–Does not provide
instant feedback.
–Has lower
information richness.
–Excellent media for
complex messages.

22. 16-22
Communication Media
• Impersonal Written Communication
– Has the lowest information richness.
– Good for messages to many receivers where little
or feedback is expected (e.g., newsletters, reports)

23. 16-23
Communication Media
• Many managers do not have time
to read all the electronic work-
related information available to
them
• Problem with information overload
is the potential for important
information to be ignored or
overlooked
• Can result in lost productivity

24. 16-24