Business communication unit 1

Organisations can make sure that business communication is ethical by addressing the following questions (adapted from Bovée & Thill, 2012:64):

Have we defined the situation fairly and accurately? What is the intention of the communication or the message? What impact will the message have on those who receive it, or who might be affected by it? Will the message achieve the greatest possible good while doing the least possible harm? Will a decision that seems ethical now seem unethical in the future? Are we truly comfortable with our decision and to communicate it?

Effective communication advantages in the business environment (adapted from Bovée & Thill, 2012:66):

It enhances closer ties with communities in the marketplace. It creates opportunities to influence conversations, perceptions and trends. It contributes to increased productivity, better decision making and faster problem solving. It contributes to better financial results. It enables earlier warnings of potential problems. It enhances clearer and more persuasive marketing messages. It enables greater employee engagement with work.

unethical communication include the following

Plagiarism: presenting someone else's work, words, ideas, creative product, etc. as if it is your own Withholding essential information that the receivers of the communication need in order to make informed decisions Misrepresenting statistics and data: manipulating data and numbers; for example, by exaggerating them, to represent what you want to convey, e.g. in advertising Distorting visual information such as images; for example, by making a product look bigger Failing to respect privacy and information security: making private or sensitive information public

'Ethics' can be defined as

"the accepted principles of conduct that govern behaviour within a society."

Balmer and Gray (1999:171) describe corporate communication as

"the process through which stakeholders perceive the company's identity and image and reputation are formed." Corporate communication is a management function, and includes aspects such as media relations, public affairs as well as internal communication.

Asynchronous communication

(which can be enabled by computer technologies) involves a delay between the sender and the receiver; for example, when the sender sends an e-mail and the receiver only reads it and responds to it at a later stage. Other examples include the use of voicemail, text messaging, and sending documents such as letters.

Disadvantages of verbal communication are as follows:

-A person can speak hastily or without proper consideration and say things he/she does not really mean. -The message can reach an unintended recipient, e.g. a person could overhear the conversation or discussion. - Language barriers could prevent or hamper accurate communication.

The advantages of verbal communication (Schoeman, Kolle & Mabvirakare, 2012:22):

-It is directed at specific audience. -It can generate an instant response or action. -It can complete the communication cycle of controlling a situation and providing feedback. -It can address a single person or a larger audience. -It is expressive. -It is inexpensive or free.

Categories of business communication

1. Method Oral communication - face to face, or telephone Writtencommunication-text,letters,reports,e-mails 2. Recipient Internalcommunications-staffmeetings,memos,e-mail Externalcommunication-advertisements,faxes,letters 3. Formality Formal methods for important or serious matters or clients Informal methods between people who know each other

Voice:

Although the voice is used to verbalise language, it is an integral part of nonverbal communication. For example, tone of voice, volume, emotion and pace influence the messages that you send as part of your body language.

Vertical communication:

Communication between senior level and lower level employees within an organisation; for example, the head of a department communicates with the staff in the department.

Diagonal communication

Communication sometimes occurs between workers in different sections of the organisation and one of the workers involved is on a higher level in the organisation. For example, in a bank, diagonal communication will occur when a department manager in Head Office communicates with a cashier at another branch.

Horizontal communication:

Communication that takes place between colleagues on the same level within the organisation; for example, two colleagues in the same department communicate with each another.

Environmental factors

Environmental factors include a venue, a power cut, and a projection screen. Anything physically affecting whether or not communication will be a success for both the sender and the receiver, no matter the kind of code, are referred to as environmental factors. Environmental factors are probably the easiest barriers to remove, alter or manipulate. For example, you can close a window if there is noisy traffic, or switch on the air-conditioning if a hot room affects the comfort of the recipient/s.

There are eight primary elements of body language namely:

Face. Eyes. Posture. Gesture. Voice. Movement: Touch. Appearance.

Gestures:

Gestures can be related or unrelated to verbal communication. For example, you may wave at another person as a way of saying 'hello', but you do not have to actually say the word out loud for the message to be clear. Or, you may use hand gestures to emphasise a key point during a speech or presentation; in this case, your gesture is related to the verbal communication.

Levels of communication

Interpersonal communication. Interpersonal communication. Group communication. Public communication. Mass communication.

External communication

Letters Faxes Direct mail Internet Video Telephone Advertising Websites

Listening

Listening can be described as an active process in which an attempt is made to understand the facts and feelings that are seen and heard. It is the total physiological and psychological process of receiving messages from others. All communication starts with listening. Listening is a complicated process of absorbing, judging and acting upon what we heard. When you really listen to others, you will be able to extend your knowledge, and improve interpersonal efficiency and your powers of understanding and persuasion.

Diagonal communication:

Mediated communication within an organisation and communication that is inter-departmental; for example, the Human Resources Department communicates with the heads of departments and staff in all the other departments of the organisation.

Nonverbal communication

Nonverbal communication takes place when information and impressions are communicated by body language through posture, hands, facial expressions, eye contact, emotion in voice, and personal space. Sensory communication primarily describes communication given or received through the senses of smell, touch or taste. Expressive communication can include a range of actions such as smiling, frowning, hugging, waving, laughing, crying and kissing, facial expressions, and how you dress. Nonverbal communication is a component of communication. Without the nonverbal component, it would be difficult to interpret the meaning of spoken language. Directness of eye contact and proximity of people reveal as much about their thoughts and feelings as the words they speak.

Nonverbal distractions

Nonverbal distractions include unusual clothing, awkward or embarrassing sounds (coughing, sneezing, squeaking shoes, jingling bracelets), twitches, mannerisms, non-conformist hairstyles, body piercing and/or tattoos, bizarre prints, fabrics or colours, stains and body odour. These do not only distract listeners, but may compromise one's credibility in the eyes of an audience.

The code of ethics to help employees determine what is acceptable.

Promotional communication: There are laws that govern truth and accuracy in advertising. Contracts: A contract is a legally binding promise between two parties, and the stipulations in it (the message) have to be strictly adhered to. Employment communication: A number of labour-related legislations govern communication between employers and potential and current employees. Intellectual property: Intellectual property includes patents, copyrighted materials and trade secrets. It is a concern that in the online environment, intellectual property can easily be copied and transmitted, and legislation is applied strictly in an attempt to protect the property. Financial reporting: Stringent reporting laws govern the reporting of financial information of publicly traded companies. Defamation: Examples of defamation include the intentional communication of false information that damage character or reputation. The affected party can take legal action against those who issued the communication. Transparency requirements: Legislation helps consumers and other parties know who is behind information they receive, especially from online sources.

The communication process

Sender Message: Encoded by the sender. Channel: Selected by the sender. Sending: Message sent. Receiver: Gets message and decode. Feedback: Given by receiver sender. Sender: Processes feedback. For more check page 15 to 16 in your study guide.

Group communication:

Small group or team communication skills are important in the success of a working environment. A team is a number of people having a common goal, who interact with one another to accomplish a goal, recognise each other's existence and see each other as part of the team. This kind of communication would include negotiation skills and the ability to see someone else's point of view.

Internal communication

Team briefings Notices Reports Memoranda Face-to-face communication E-mail

Eyes:

The eyes are the first piece of body language that others see or notice. The eyes can be used to make visual contact, avoid visual contact, express feelings based on intensity and length of eye contact, etc.

Barriers to acceptance:

The listener may receive and understand the message, but will not accept it because of the attitudes, values or prejudices of the receiver.

Barriers to reception:

The recipient cannot receive or decode the message due to physical interference or noise, e.g. a dropped call, loss of signal, wind blowing, static, faulty aerial, echoes, a crowded room, a broken microphone, handwriting that cannot be read, and an ink smudge.

Barriers to understanding:

The recipient may receive the message, but does not understand it. The sender may use jargon, slang, symbols, colloquialisms (use of words and phrases in conversational language, but not in formal language) or language that distorts the message, or the recipient may not understand the code.

Touch:

Touch is one of the most powerful elements of body language. It is capable of communicating different messages, and can be interpreted in different ways. Touch is divided into four main categories: friendship, professional, social and intimate.

Interpersonal communication.

When we are alone, our communication is quite different from when we are with others: it is mostly silent and in our heads. Whether we daydream or fantasise, consider a difficult problem or try to make sense of the world around us, we are engaging in intrapersonal communication. We are both the sender and the receiver of the message. On this level, we form our perceptions, opinions of and prejudices against the people and circumstances around us. These will have an influence on our communication competencies.

Language

Words are often misleading and/or misunderstood. Language needs to be used literally rather than metaphorically to ensure that everyone understands exactly what is being said. Shared meanings of words should be used - not one's personal affection for certain phrases. Say what you mean and mean what you say. Select the correct style of language usage for the context in which the communication is taking place. For example, when a doctor is discussing a disease with a patient, he/she will use the kind of simplified language that a layperson can understand. If he/she is lecturing other doctors at a conference, then he/she will use medical terms and jargon; for example, BP for blood pressure.

Written communication

Written communication includes the exchange of memos, reports, letters, e- mail and instant messaging. This is done through the use of standard symbols, like words and graphics. Written communication is useful for formal and more complex communication, but is relatively time consuming to produce. We will explain written communication in more detail in Unit 3.

Face:

Your face is a major source of expression when communicating with others. It can smile, frown, remain neutral, show anger, show surprise, show disgust, show fear, indicate you want to speak, and show interest. Facial expressions let you know if people are interested in, agree with, or understand what you have said.

Movement:

Your movement - whether using your entire body or just part of your body - is both flexible and commanding. For example, moving toward another person may send a message of dominance or assertiveness, while moving away from another person may send a message of avoidance, submission, or simply bringing the interaction to a close. This aspect of personal space has a cultural dimension that may impact on understanding and perceptions.

Appearance:

Your physical appearance includes: clothing, neatness, body shape and anything else that provides visual messages and cues to other people. For example, you dress conservatively and formally for a funeral, but casually and informally for a backyard barbecue.

Posture:

Your posture includes how you hold your head, shoulders, legs, arms and hips. Each of these parts of your body works both separately and together to send nonverbal cues; for example: tilting your head, slumping your shoulders or turning your hips sideways.

Communication barriers

are obstacles that distort or block effective communication.

Formal communication

can be defined as communication that occurs through the official organisational channels or is undertaken by an employee to do his/her job, such as official meetings, letters or a manager asking an employee to carry out a particular task. It follows customs and norms with regard to authority, rank and type of information. Formal communication is typically in writing, and follows a standard format so that formal documents can be easily identified and stored. Formal communication is well established, structured and planned. For example, reports and data from staff are organised and submitted in the format of prescribed templates and according to a set schedule. Other important examples are notifications of annual general meetings, annual reports, and agendas and minutes of shareholders and board meetings.

Upward communication is

communication that originates at the lower level of the employment hierarchy and is then communicated up through the line. Organisations encouraging upward communication believe that everybody is capable of generating thoughts and ideas that may help the organisation to progress, particularly when they are working closely in the area to which the idea applies.

Communication within an organisation may be:

horizontal, vertical or diagonal.

Visual communication

includes pictures, charts, comic strips, diagrams, maps, moving images and draft designs. Visual communication can be used on its own or in conjunction with written communication; for example, including diagrams in a written document. Visual communication provides an understanding of something; for example, the plan of a building. One of the most frequently used forms of visual communication in business is a graph or chart, which is used to present information in a clear and comprehensible manner. This is used for the representation of statistical information. It can add humour in the form of a cartoon or comic strip. Visual information may increase the retention of information when it is used with written information. Although visual information is a very powerful method of communication, it has to be used with care, because too many visuals can be distracting and may diminish the core impact of the message (Schoeman, Kolle & Mabvirakare, 2012:22).

Angelopulo and Thomson (2013:15) add that business communication

is "communication that is used to attain a business objective."

Physical interference

is a barrier to reception, e.g. when a technical glitch or thunderstorm ruins the ability to hear the message, or the post office fails to deliver a letter and the message is not seen.

External communication

is communication between the organisation and those outside the organisation. Modern organisations may design technological systems to communicate with customers and undertake e-commerce (commerce that takes place online). Alternatively, they communicate with other businesses through the Internet or similar systems, and undertake e-business (business that takes place online).

Downward communication

is communication created by directors and managers, and passed down the hierarchy of workers in the organisation. In traditional organisations, this is the preferred method of communication. Managers decide on the systems, rules and procedures, and then they pass these down to the employees who they manage or supervise. read more on the study guide.

Horizontal communication

is communication that occurs between employees on the same level in the organisation. Lateral communication can involve decision-making and, therefore, it can create efficiency, in that employees do not have to wait for managerial approval. On the other hand, if the manager is not kept informed, or if the manager fails to set boundaries, then there is potential for conflict.

Informal communication

is communication that occurs outside the recognised communication networks, such as employees talking to one another in the lunchroom or hallways. Informal communication can be productive or negative. It has the potential to build teams, improve working relationships and generate ideas, as employees are in a relaxed environment. Information communication occurs orally and is built around the social relationships of members of the organisation. It does not follow authority lines the way formal communication does. The most common term used for informal communication in the workplace is 'the grapevine'. The information that is distributed via the organisational grapevine is considered gossip or rumour. While grapevine communication can spread information quickly and can easily cross established organisational boundaries, the information it carries can be changed through the omission or exaggeration of crucial details causing the information to be inaccurate, even if it has originally been based on truth.

Verbal (oral) communication

is the exchange of spoken words. It is fast and is less formal than written communication. Messages can, however, easily be distorted as they are passed along to others. Verbal communication, especially presentations, can be enhanced through the use of visual aids, such as flip charts, slide shows and handouts.

communication define by Bovée and Thill

is the process of transferring information and meaning between senders and receiver.

information and communication technology' (ICT)

is used to refer to the range of computer technologies that are used for gathering, storing, retrieving, processing, analysing and transmitting information in electronic format"

'business communication' according to Sarow and Stuart(2007:14).

refers to "the transfer of messages that pertain to the world of business, from personal e-mail, office memos, sales presentations and conferences to daily greetings, departmental meetings and corporate branding strategies."

'Perception'

refers to a person's view of reality and the filter through which he/she understands the world. Perceptual inaccuracies (seeing things in a biased and narrow-minded way) are destructive to communication, particularly stereotyped thinking, allowing fluctuations in mood and personal prejudices to affect thinking, judgement and decision-making, and having inflexible values and attitudes. More on the study guide.

'Psychological interference'

refers to a situation in which a person's attitudes and beliefs prevent him/her from accepting information. The person receives and understands the message, but he/she does not accept its content. An example of a situation in which psychological interference occurs is when someone who is homophobic or xenophobic rejects advice, a product or even a business deal on the basis that the supplier thereof is gay or foreign. Another example is a parent who is in denial over a child's learning disability and, therefore, does not accept information and advice from a teacher on the matter. Emotions like joy, sadness, anger, or other factors like exhaustion, stress, limited time, etc. may influence a communicator's level of concentration or the sender's ability to coherently encode and send the message. Problems occur when a language is simply not understood, a symbol is culturally different, or the level of formality and choice of diction confuses the recipient.

Synchronous communication

takes place in real time. Computer technologies allow simultaneous communication; for example, telephone calls, instant messaging, teleconferencing and video conferencing.

Internal organisational communication

takes place within (or across) an organisation. In addition to the usual face to face, telephone, fax or mail, modern organisations may use technology to communicate internally. Technology may be used for e-mails or a linked internal communication system such as the Intranet, which is an Internet system designed solely for use by those working for the organisation.

Interpersonal communication,

which can be defined as communication between two people, generally during a face-to-face interaction. It may be both verbal and nonverbal, and involves listening skills.

Public communication,

which is referred to as 'public speaking': It can be distinguished from other forms of communication in that it occurs in public places (e.g. auditoriums and classrooms); it is relatively formal and planned in advance, and it is governed by relatively clear behavioural norms. Public communication requires more preparation in the above contexts and is a skill that ought to be mastered by anybody who wants to advance professionally.

Mass communication,

which uses the mass media, such as radio, television, newspapers and magazines: 'Mass communication' can be defined as a communication in which one sender encodes a single message with the intention of reaching a large number of people.