Download Chapter 13 – COMMUNICATION IN BUSINESS COMMUNICATION

Chapter 13 – COMMUNICATION IN BUSINESS
COMMUNICATION:
‘A process of creating and exchanging information between people
that produces the required response of understanding.’
The communication Process:
1. The sender (individual or Group) sends a message to another in
an encoded form, such as words, actions or a facial expression.
2.
The receiver is exposed to the message in its encoded form and
decodes it, (understands the meaning)
3.
The receiver gives feedback to the sender to show that they
have received and understood the message in the manner
intended by the sender.
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
EFFECTIVE COMMUNICATION:
Is when the intended receiver of the message obtains and
interprets the message in the manner intended by the sender.
INEFFECTIVE COMMUNICATION:
Is when a message is either not received or is incorrectly decoded
(inaccurately conveyed)
ONE WAY COMMUNICATION:
Is when information is passed on by a sender with no feedback
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
EFFECTIVE COMMUNICATION:
An effective communicator:
-
Builds trust and positive relationships
Recognises that communication is an interactive process that
involves listening as well as transmitting.
Works out the exact message they intend to send
Choose the most effective method of communication.
FILL IN THE GAPS
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
EFFECTIVE COMMUNICATION:
Effective communication is usually
TWO WAY COMMUNICATION:
‘Communication that is open and encourages discussion and
feedback’
KISS Principle
“Keep It Short & Simple”
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
Table 13.1
Effective communication processes:
Step 1. Produce a message
Step 2. Put the message into the most appropriate form to achieve
the desired result
Step 3. Send the message to the receiver, who then decodes it; how
it is decoded will depend on the context of the message.
Step 4. Feedback is given to confirm intended meaning of how the
message has been received.
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
Factors that affect how a message is decoded:
The same message can have an entirely different meaning to two
people. Factors such as age, education levels, cultural backgrounds,
and even a persons mood can affect the way a message is decoded.
READ Pages 226 - 228
1. Cultural Differences: (table 13.2)
2. Body Language:
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
Factors that affect how a message is decoded:
3. Mood and state of mind of the receiver:
4. Environment in which a message is delivered:
5. Language used and its accessibility to the receiver:
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
Complete
Activity 13.1
Activity 13.3
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
Types and purpose of information to be communicated:
(page 228)
INTERNAL BUSINESS COMMUNICATION:
Can occurs between the following stakeholders:
- Employees
- Management
- Owners/ Shareholders - Local trade union reps
Internal communication channel and patterns:
Is the means in which a message is sent. Internal business
communication usually takes one of three patterns:
1. Downwards Communication
2. Upward Communication
3. Lateral Communication
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
Types and purpose of information to be communicated:
(page 228)
1. Downwards Communication
Flows from higher to lower level in the organisation. Most
commonly involves boss giving instruction to employees.
2. Upward Communication
Occurs when information flows from lower to higher levels of
the organisation, such as:
employee appraisals/reviews
suggestion boxes
staff meetings
3. Lateral Communication
Involves interaction between people at the same level of the
organisation, eg teams/groups.
- Social chats
- Emails between staff
- Phone calls
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
Types and purpose of information to be communicated:
(page 228)
EXTERNAL BUSINESS COMMUNICATION:
Occurs between internal Management/Staff and:
- Suppliers
- Customers
- General Public
- Government agencies
External business communication can fall into 2 categories:
1. Business to Business communication (B2B)
2. Business to the wider community communication (B2WC)
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
Types and purpose of information to be communicated:
(page 228)
EXTERNAL BUSINESS COMMUNICATION:
1. Business to Business communication (B2B)
These communications encompass day to day interactions with
other businesses such as:
Suppliers –
Business customers –
Professional Advisers –
Contractors –
Government Departments –
Wholesalers –
Retailers –
FILL IN THE DETAILS
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
Types and purpose of information to be communicated:
(page 228)
EXTERNAL BUSINESS COMMUNICATION:
2. Business communication to the wider community (B2WC)
These interactions are vital. Businesses must effectively deal with
a wide variety of external groups and individuals such as:
Customers/Clients –
Lobby Groups
Media –
The community in general –
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
Types and purpose of information to be communicated:
(page 228)
EXTERNAL BUSINESS COMMUNICATION:
2. Business communication to the wider community (B2WC)
The purpose of this form of communication may be to:
-
Pass on information, usually to help with decision making
Persuade
Motivate
Entertain/amuse
Negotiate
Give emotional satisfaction
Seek/gain information
Monitor and evaluate
Reflect
Influence
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
FORMAL & INFORMAL CHANNELS OF BUSINESS
COMMUNICATION: (page 230)
Business communication can be further broken into 3 categories:
1 – Formal Channels
FILL IN
2 – Semi Formal Channels
FILL IN
3 – Informal Channels
FILL IN
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
FORMAL & INFORMAL CHANNELS OF BUSINESS
COMMUNICATION: (page 230)
Business communication can be further broken into 3 categories:
1 – Formal Channels
2 – Semi Formal Channels
3 – Informal Channels
Complete:
- Make your own notes on the 3 channels of communication
above
- Activity 13.4
- Activity 13.5
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
METHODS OF COMMUNCIATION: (Page 233)
An effective business operator not only needs to possess strong
communication skills, they must also be able to select which
method of communication is best for a given situation.
Each method has its strengths and weaknesses. A business operator
must recognise this and be able to implement the method that is
likely to be the most effective in any given situation.
Communication
NON-VERBAL
Communication
Body Language
Visual Imagery
VERBAL
Communication
Oral
VCE Business Management Year 11
Written
Chapter 13 – COMMUNICATION IN BUSINESS
METHODS OF COMMUNCIATION: (Page 233)
VERBAL COMMUNICATION:
Is the communication that involves the use of language or
actual words. This can be categorised into 2 areas:
1. Written Communication
2. Oral Communication
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
METHODS OF COMMUNCIATION: (Page 233)
VERBAL COMMUNICATION:
1. Written Communication
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
METHODS OF COMMUNCIATION: (Page 233)
VERBAL COMMUNICATION:
2. Oral Communication
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
METHODS OF COMMUNCIATION: (Page 233)
NON-VERBAL COMMUNICATION:
is any form of communication that does not rely on words
to convey a message. This method usually involves visuals. Some
forms of non verbal communication include but limited to:
The problem with non verbal communication is that the sender has
little control over the message being conveyed. People are often
unaware of non verbal communication taking place.
It is estimated the impact we make on others depends on what we
say (7%), how we say it (38%) and our body language (55%)
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
METHODS OF COMMUNCIATION: (Page 233)
NON-VERBAL COMMUNICATION:
some of the main forms of non verbal communication
include:
Body Language:
A form of non-verbal communication that includes
messages and communication conveyed by facial expressions and
other gesture.
Some body language signs:
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
METHODS OF COMMUNCIATION: (Page 233)
NON-VERBAL COMMUNICATION:
some of the main forms of non verbal communication
include:
Personal Space:
Humans have a need for personal space. This is the
distance we like to keep from others in a given situation.
Table 13.3 (page 240) Personal Space Zones
Zone
Distance
Reasons
Public
Social
Personal
Intimate
3 + mts
1.5 – 3 mts
0.5 – 1.5 mts
0.0 - 0.5 mts
feel safe at a distance
start to connect with people
Ok dist for person conversation
feel confortable / can intimidate
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
METHODS OF COMMUNCIATION: (Page 233)
NON-VERBAL COMMUNICATION:
some of the main forms of non verbal communication
include:
Dress:
How we dress also plays a role in determining messages
sent to others. Inappropriate dress can lead to other people to form
opinions about us that are extremely difficult to alter.
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
METHODS OF COMMUNCIATION: (Page 233)
NON-VERBAL COMMUNICATION:
some of the main forms of non verbal communication
include:
Symbols:
Are an important communication tool in business. Graphics
such as letterheads and logos communicate much about the
business they present
Letterheads:
Stationary printed or engraved, usually with the sname and
address of the organisation
Logos:
Graphic representation signifying a business
VCE Business Management Year 11
Chapter 13 – COMMUNICATION IN BUSINESS
METHODS OF COMMUNCIATION: (Page 233)
COMBINATION COMMUNICATION:
Several forms of communication contain both verbal and
graphical features:
- Brochures, Pamphlets and signage
- Are forms of external communication that utilise both language
and symbol communication such as text, pictures, colour and
design
-
Stationary and letterhead
- Also convey messages about the business, both in the form of a
symbol or logo and in actual written content
-
Business cards
- Are small cards distributed to clients in order to promote the
business, details include:
- Name of business
- Business address
- Web address
- Name & position of person
- Logo & Graphic of business
- operating hours
VCE Business Management Year 11