Business Communication: Key Concepts and Techniques

Introduction to Communication

  • Importance of communication in business and individual success.
    • Key inquiry: What is essential for excelling in jobs?

Definition of Communication

  • Process of sharing information: verbal, nonverbal, and written forms.
  • Business communication: information exchange within and outside the workplace.
  • Aids in achieving organisational goals.

Types of Communication

Verbal Communication

  • Involves spoken/written words:
    • Face-to-face conversations
    • Phone calls
    • Meetings
    • Texts, emails, voicemails
    • Letters, memos, reports

Non-Verbal Communication

  • Does not involve words:
    • Pictures, logos
    • Gestures, body language
    • Seating arrangements in meetings
    • Waiting times for visitors

Documentation in Communication

  • Critical for legal binding and records.
  • Most information is documented.
  • Distinction between business communication and school writing.

Purpose of Communication

  • Henry Mintzberg: Three basic management jobs:
    1. Collect and convey information
    2. Make decisions
    3. Promote unity among personnel
  • Message purposes:
    • Inform
    • Request or persuade
    • Build goodwill

Cost of Communication

  • Writing incurs costs:
    • Material, software, employee time.
  • Poor writing results in wasted resources and damaged relationships.
  • Effective communication justifies cost.

Criteria for Good Writing

  • Must:
    1. Be clear
    2. Be complete
    3. Be correct
    4. Save the reader's time
    5. Build goodwill

Document Evaluation

  • Consider interactions between writer, readers, message purpose, and situation.
  • Key questions:
    • What's at stake?
    • Should you send the message?
    • What channel to use?
    • What to say and how to say it?

PAIBOC Model for Analysis

  • Stands for:
    • Purpose
    • Audience
    • Information
    • Benefits
    • Objections
    • Context
  • Use to analyze business communication problems.

Tips for Effective Communication

  • Be clear and concise.
  • Ask questions for clarification.
  • Use positive language.
  • Avoid technical jargon.
  • Prioritize listening over speaking.

References

  • Locker, K.O. and Kaczmarek, S.K. 2014. Business communication: Building critical skills.
  • Mintzberg, H. 1975. The manager's job: Folklore and fact. Harvard business review, 53(4).