Business Communication –

COM 402
Saima Munawar
Week 1
 Communication Is Important

What is Communication?

Communication is the process of

transferring information and meaning
between senders and receivers , using
one or more written, oral, visual, or
electronic media.

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1-2
 Exploring the
Communication Process

(LO 3) Describe the communication process model.

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Cultivate the “you” view

•I need your account number before I can do • Please send your account number so that I can
anything. help you solve this problem?

•We have created an account dashboard that

we love. • You would love the new account dashboard
that gives you complete information.

•We are excited to tell you… • You will be glad to know….

•We are giving 50% discount. • You will get 50% discount.
Medium VS Channel
Medium Channel
The medium is the form a The channel is the system used to
message takes deliver the message:

Media for transmitting messages any method or system capable of

can be divided into oral, written, delivering messages.
and visual

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Chapter 1 - 9
Inc.
3-x-3 Writing Process

Writing
• Analyze • Edit
• Anticipate • Research • Proofread
• Adapt • Organize • Evaluate
• Compose
Prewriting Revising

The steps may be rearranged, abbreviated, or repeated.

7 C’s of
Communication
Clear
• Begin every message by asking the
question, “What is the purpose of this
communication?”. This will enable you to
make the objective of your
communication clear to the recipient.
• If you’re not sure what the purpose of
your communication is, then the chances
are that your recipient won’t be either.
• Clarity is also about avoiding the use of
complex words, sentences, and fuzzy
language.
• Emphasize the most important idea by placing it first or last in a
sentence.

Unemphatic Emphatic
All production and administrative personnel On May 23 all personnel will meet to learn
will meet on May 23, at which time we will about salary incentives.
announce a new plan of salary incentives.

Ch5
 Making Your Message Clear
Unbury verbs that are needlessly
converted to wordy noun expressions.

Buried Verbs Improved

give consideration to consider

reach a conclusion conclude

create a reduction in reduce

make a decision about decide

take action act

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 4 / Slide 16
 Making Your Message Clear
Control exuberance by using sparingly such
words as very, definitely, quite, totally, etc.
Excessive Exuberance Businesslike
We are actually very certain We are certain that they
that they totally agree with agree with our proposal.
our proposal.

Jake was really extremely Jake was sorry that he

sorry that he completely forgot the meeting.
forgot the meeting.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 4 / Slide 17
2. Concise

• Make your message brief and to the

point.
• Why use 10 sentences to explain
something when a single sentence will
suffice.
• Being concise will save time for both you
and the receiver of your message.
• To help make your communications more
concise, avoid going over the same point
several times, and avoid the use of filler
words, sentences, and over wordy
expressions.
Creating Effective Sentences
• Use short sentences.

Sentence Length Comprehension Rate

8 words 100%
15 words 90%
19 words 80%
28 words 50%

Sentences under 20 words are most readable.

Ch5
• Emphasize the most important idea by placing it in a simple sentence
or in an independent clause.

Although you are the first trainee that we You are the first trainee that we have hired
have hired for this program, we have for this program.
interviewed many candidates and expect to
expand the program in the future.

Ch5
 Revising for Conciseness
Eliminate flabby expressions.

Flabby Concise
at this point in time now
due to the fact that because
in very few cases seldom
despite the fact that although
in the near future soon

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 4 / Slide 22
 Revising for Conciseness
Limit long lead-ins.

Wordy Concise
This is to let you know that Monday is a holiday.
Monday is a holiday.

I am sending this e-mail to Our internal audit begins

announce that our internal on January 5.
audit begins on January 5.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 4 / Slide 23
 Revising for Conciseness
Drop unnecessary there is/are
and it is/was fillers.

Wordy Concise
There are at least ten At least ten applicants
candidates who applied for applied for that position.
that position.

It was Becca Lopez who Becca Lopez was finally

was finally selected. selected.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 4 / Slide 24
 Revising for Conciseness
Reject redundancies.

Redundant Concise

combined together combined

exact same exact or same

my personal opinion my opinion

refer back refer

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 4 / Slide 25
 Revising for Conciseness
Purge empty words.
Wordy Concise
In the case of General General Motors was
Motors, the car company was reorganized.
reorganized.
We are aware of the fact that We know many managers
many managers need need assistance.
assistance.
When it arrived, I deposited I deposited your check
your check immediately. immediately.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 4 / Slide 26
3. Concrete

To be more concrete use

sentences that cannot be
Concrete communication is about misinterpreted. Include
being specific and clear rather supporting facts and figures to
than vague, obscure, and general. underscore your message, but
don’t allow anything that detracts
from the focus of your message.
• Emphasize the most important ideas by using vivid words.

General Vivid
One business uses personal selling techniques. Avon uses face-to-face selling techniques.

The skyscraper is very tall. The Empire State Building is 102 stories tall.

Ch5
4. Correct

• Incorrect information doesn’t help anyone and it does your credibility no

good. Ensure that:
• Your message is typo-free.
• Your facts and figures are correct.
• You are using the right level of language.
Ethical communication
• Ethics are the principles of conduct that govern behavior within a
society.

• Ethical communication
• Includes all relevant information
• Is true in every sense
• Is not deceptive in any way

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Chapter 1 - 30
Inc.
 Unethical communication
• Plagiarism is presenting someone else’s words or other creative
products as your own.
• Omitting essential information which is required to make
informed decisions
• Selective misquoting: Distorting or hiding the true intent of
someone else’s words
• Misrepresenting numbers: Statistics and other data can be
unethically manipulated by increasing or decreasing numbers
• Distorting visuals. Images can be manipulated in unethical ways
• Failing to respect the privacy of others or failing to adequately
protect information entrusted to your care

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Chapter 1 - 31
Inc.
5. Coherent

• Does your message make sense? Does

it flow logically from one sentence to
the next?
• To ensure that your communication is
coherent:
• Check that each sentence flows
logically from one to the next.
• Check that you haven’t tried to
cover too many points or been
distracted by side issues
Ch5
1. My boss is well-informed, witty, and she is fair.

 2. Business messages must be concise, correct, and written with clarity.

 3. In preparing to write a business report, you should determine the report purpose, identify the relevant
issues, and then information must be collected.

 4. Good listeners do the following:

a. They usually stop talking.
b. Remove distractions.
c. Questions are asked but they must be relevant.

 5. Guidelines for improving workplace safety include changing locks before moving into a new office, interior
lights should be left on even when the business is closed, and fire exits must always be kept unlocked.

 6. Not only do we design and support your new wireless network, but also troubleshooting and free consulting
are provided by us.
 Your message must contain all
the necessary information to
achieve the desired response.

6. Complete

Adopt journalistic approach

What Why How When Where

Creating Effective Sentences
• Emphasize the most important ideas by using vivid words.

General Vivid
One business uses personal Avon uses face-to-face selling
selling techniques. techniques.
The skyscraper is very tall. The Empire State Building is 102
stories tall.
Creating Effective Sentences
• Emphasize the main idea by labeling it.

Unlabeled Labeled
Explore the possibility of leasing a site, Explore the possibility of leasing a site;
but also hire a consultant. but, most important, hire a consultant.

Include a copy of the sales receipt with It’s essential you include a copy of the
the defective item you’re returning. sales receipt with the defective item
you’re returning.

Ch5
 7. Courteous

Be polite. You’re more likely to get what you want from your
communication if you are courteous, as courtesy builds goodwill.

Check that your message is polite, shows respect for the feelings of
the receiver, and is tactful.
Being courtious

Ch4
bias-free language,

Ch4
Express thoughts positively.

• This plan definitely cannot • This plan definitely can succeed

succeed if we don’t obtain if we obtain management
management approval. approval.

• You failed to include your credit • We look forward to completing

card number, so we can’t mail your order as soon as we
your order. receive your credit card
number.
• Employees cannot park in Lot H
until April 1. • Employees may park in Lot H
starting April 1. Ch4
Methods for Grouping Ideas Into Patterns

The direct pattern

for receptive The indirect pattern
audiences for unreceptive
audiences
• You all have scored less • The quiz was quite
than 1 in first quiz. challenging and it was
based on a difficult
concept. You all have
scored less than 1 in
first quiz.
• You all have scored full • The quiz was quite
in quiz. easy. You all have
scored full in quiz.
For Receptive Audiences, Use the Direct
Pattern to Group Ideas
For Unreceptive Audiences, Use the Indirect
Pattern to Group Ideas