This document provides an overview of effective business communication. It discusses the definition and importance of communication, different types of business communication including internal and external, and common methods like oral, written, emails and reports. It also outlines key factors for ensuring effective communication like clear messages, appropriate channels, and overcoming barriers. Additionally, it describes different types of written business documents, criteria for professional documents, guidelines for verbal and nonverbal communication, dynamics of groups and meetings.

1. Effective Communication

2. Course Outlines What is communication? Why do we need communication? Types of business communication Methods of communication Types of communication How to ensure effectiveness of business communication Barriers of effective communication Types of written business communication Criteria Business letters Business reports Types of reports Memos Communication & information technology Communicating in groups Verbal & non-verbal communication Groups at work Group norms Methods of group communications Informal & formal groups Factors affecting group effectiveness Running successful meetings

3. What is Communication? It is the process of transferring information from one person to another

4. Why do we need Communication? Process of exchanging information in everyday life; friends, colleagues, services such as shops, doctors, instructors . . etc In business: Employees & superiors Business owners; customers need Companies with suppliers & clients Business promotion

5. Types of Business Communication Internal Communication Colleagues Managers Subordinates Other employees External Communication Suppliers Government bodies Other organizations

6. Methods of Communication Consists of: sender – receiver Orally: face to face – telephone Written: letter – emails – faxes – reports Selection of appropriate communication method depends on: What is to be communicated? Why is it communicated? Who needs to know? How urgent is the message?

7. Types of Communication One way communication; sender receives no feedback from the receiver Two way communication: involves both sender & receiver in the communication process

8. How to ensure Effectiveness of Business Communication? Clear message Appropriate method of communication Cost effective Available & accessible to both sender & receiver

9. Activity Delivering verbal messages

10. Barriers to Effective Communication Language Atmosphere Physical barriers Timing

11. Types of Written Business Communication Letters Reports Memos Faxes Emails

12. Criteria Appearance & quality Reflecting the image of the business: professional & businesslike Identity: design & logo Attractive & easy to read Accurate Clear Simple Complete

13. Business Letters External written communication; selling products, confirming meetings, answer inquiries, responding to complains Typed / word processed on printed headed letter paper Include: Name of business Business contacts: telephone, fax number, email, etc Company logo Layout & structure: Neat & attractive Contains basic information needed by reader Date Intended recipient Name & title of sender Appropriate content; easily read & understood

14. Business Reports Communicate facts and results Include conclusion or recommendations Provide supporting information for decision making process

15. Types of Reports Informal Reports Formal Reports

16. Informal Reports Memo reports Contains: Title or subject Brief introduction identifying subject of report Main section including main facts and findings Conclusion

17. Formal Reports & Presentations Longer & more structured Contains: Title page, title & date, person compiling the report Executive summary; contents & recommendation Terms of references; purpose, area covered, etc Research methods used in obtaining the information Main section setting out & developing data or statistics Conclusion giving recommendations for action based on the findings of the report

18. Memos Used for internal communication Used for giving instructions & information Should follow certain layout and structure Written with less formality than a business letter

19. Communication & Information Technology New forms of communication; fax machines, video conferencing, etc Computer linked terminals; intranet Internet

20. Verbal Communication Verbal: oral / spoken Speak clearly Use appropriate language; technical terms Tone of voice & formality Choice of words Ask questions Listen carefully

21. Non-verbal Communication Non-verbal: without words Such as body language & postures Facial expressions Eye contact Hand gestures

22. Groups at work People form groups to: Satisfy their social needs; sense of belonging Establish relationships Gain recognition being member of the group Gain help & support Share in an activity Work teams: small groups of people working together to achieve a common goal Undertake tasks that can not be achieved individually Make use of collective skills & experiences Spreading information & sharing ideas Increase commitment & motivation

23. Group norms Rules or standards agreed on or accepted by the group Dress code Standards of behavior among group members Group hierarchy Channels of communication

24. Methods of group communications Centralized: wheel, chain Effective for simple group activities Reinforce the position of group leader Lower level of satisfaction & motivations for group members

25. Centralized - wheel Group Leader

26. Centralized - chain Group leader Group member Group member Group member

27. Methods of group communications 2 Decentralized: circle, web Encourages exchange of ideas & participation among group members Higher motivation Group is not dependant on key individuals Slower decision making

28. Decentralized - circle Group Leader Group member Group member Group member Group member Group member

29. Decentralized - web Group member Group member Group member Group member Group member Group member Group leader

30. Informal & Formal Groups Informal groups: Spontaneous Shared interests or situations Examples: people working well together in a department – people meeting together during lunch breaks

31. Informal & Formal Groups 2 Formal groups: Structured Formed for a purpose Examples: functional group – project groups Group objectives vs. individual objective

32. Factors Affecting Group Effectiveness Group members; contribution, work ability, support, cooperation, team players Size Group culture; flexibility, delegation Relationships within the group; how well members work together Group processes; how to achieve group targets and objectives

33. Running Successful Meetings Identify: Purpose of the meeting Attendees Who will lead the meeting Prepare agenda Set start and finish time Ensure all attendees participates and contributes Summarize main points Record the meeting by take notes / minutes with a specific action plan