BUSINESS COMMUNICATION ENG301
Table of Contents:
Page
no.
Lesson 1 Introduction to Communication…………………………………… 2
Lesson 2 Flow of Communication…………………………………………….. 7
Lesson 3 Theories of Communication………………………………………… 11
Lesson 4 The Process of Communication and Misconceptions 13
Lesson 5 Barriers in Effective Communication ………………………………… 15
Lesson 6 Non-verbal Communication…………………………………………… 18
Lesson 7 Non-verbal Communication…………………………………………… 21
Lesson 8 Traits of Good Communicators………………………………………… 24
Lesson 9 Principles of Business Communication………………………………… 26
Lesson 10 Concreteness………………………………………………………....... 30
Lesson 11 Consideration…………………………………………………………. 36
Lesson 12 Intercultural Communication………………………………………… 40
Lesson 13 Intercultural Communication…………………………………………. 43
Lesson 14 Individual Cultural Variables…………………………………………... 47
Lesson 15 Process of Preparing Effective Business Messages…………………….. 51
Lesson 16 The Appearance and Design of Business Messages…………………… 57
Lesson 17 The Appearance and Design of Business Messages 62
Lesson 18 Communication through Technology………………………………… 69
Lesson 19 Basic Organizational Plans…………………………………………… 75
Lesson 20 Inquiries and General Requests………………………………………… 80
Lesson 21 Inquiries and General Requests……………………………………… 85
Lesson 22 Letter Writing (Placing Orders)……………………………………… 95
Lesson 23 Letter Writing (Claim Letter)…….…………………………………….. 103
Lesson 24 Letter Writing (Adjustment Letter)….………………………………… 107
Lesson 25 Collection Letter…………………………………………………… 113
Lesson 26 Sales Letter……………………………………………………….. 118
Lesson 27 Memorandum and Circular……………………………………… 126
, Lesson 28 Minutes of the Meeting………………………………………. 130
Lesson 29 Business Reports……………………………………………… 136
Lesson 30 Business Reports (Letter Reports)……………………………….. 141
Lesson 31 Business Reports (Formal Reports)………………………………. 147
Lesson 32 Market Reports…………………………………………………… 152
Lesson 33 Job Search and Employment……………………………………… 158
Lesson 34 Resume Writing………………………………………………….. 163
Lesson 35 Resume and Application Letter……………………………………… 172
Lesson 36 Job Inquiry Letter and Interview……………………………………. 177
Lesson 37 Process of Preparing the Interview…………………………………. 183
Lesson 38 Oral Presentation…………………………………………………… 187
Lesson 39 Oral Presentation…………………………………………………. 193
Lesson 40 Language Practice and Negotiation Skill…………………………….. 196
Lesson 41 Negotiation and Listening………………………………………… 201
Lesson 42 Thesis Writing and Presentation………………………………….. 208
Lesson 43 Thesis Writing and Presentation………………………………….. 214
Lesson 44 Research Methodology…………………………………………….. 221
Lesson 45 Research Methodology……………………………………………. . 227
LESSON 01
COMMUNICATION
Outline:
• Why we Study Business Communication?
• What is Communication?
• Importance
• Advantages of Communication in your Career
• Communication & Global Market
• Communication at Workplace
Why we Study Business Communication?
You may say that communication is important; you spend a lot of time doing it and you’re pretty
good at communicating. After all, you talk to people, write notes, read books, and get along with
other people which make you informed already. Why should you study communication?”
2
,The apparent simplicity of communication is deceptive. Just because we all communicate every
day does not make us good communicators. Just because some aspects of effective
communication are based on common sense; it does not mean common sense alone is enough.
Skilled communicators draw on an extensive and complex body of knowledge, including
semantics (the study of word choice according to their meaning), linguistics (the study of
language), rhetoric (the study of writing and speaking effectively), psychology, sociology,
graphic design, and even computer science. You will explore and apply the scholarship and
research from all of these fields in your study of communication.
“Why then,” you may well ask finally, “study business communication specifically?
Communication is communication: I’ve taken plenty of English courses and communicated in
every one of my other courses.”
Good communication does, in fact, cross disciplines; correct grammar and audible speaking, for
example, are as necessary in a geography class as they are in a business communication class.
There are, however, at least five ways in which what you will learn that how this course differs
from what you have learned, or will learn, in your other classes. First, the subject matter is
different: here you will get a chance to practice communicating with concepts and techniques
from areas such as accounting, finance, and marketing. Secondly the forms are also different: you
will, for example, practice writing memos, letters and business reports – not just term papers,
exams and essays. Thirdly, in this class you will have a chance to practice your oral presentation
skills, which – according to various studies – you will probably be using extensively in the
business world. Fourthly, you may learn a slightly different style; in general, business
communication is more objective, systematic, and concise than creative or personal
communication. Finally, perhaps the most important difference is that, you will learn to persuade
people to accomplish your desired results.
What is Communication?
I have been discussing how important communication will be for your success in business. What
you might be asked, what does the term communication mean? It is certainly hard to define
because it has come to mean practically anything.
Definition of Communication
The word communication means the act or process of giving or exchanging of information, signals
or messages as by talk, gestures or writing. Technically speaking, in the act of communication, we
make opinions, feelings, information, etc. known or understood by others through speech, writing
or bodily movement.
Why do we Communicate?
The purpose of any given communication may be:
a) To initiate some action;
b) To impart information, ideas, attitudes, beliefs or feelings;
c) To establish, acknowledge or maintain links or relations with other people.
Initiating Action
Initiating action may be achieved by two basic categories of communication.
a) Expressing Needs and Requirements.
3
, This can range from a baby’s cry – or even the bleep of an alarm clock – to an adult’s more
precious expression of needs and wants. In a business organization, it would include briefings,
instructions and procedure manuals. This will only be effective where the other person is willing
to satisfy the needs.
b) Persuading and Motivating Others
It means to carry out the desired course of action, in other words, giving them a reason (other
than one’s own want or need) to perform that action. Persuasion of this kind is likely to be a
major element in marketing and sales: a sales reply cannot simply ask a customer to buy the
product because she, the sale rep, needs success. She must show that there are benefits to the
consumer, which will make the purchase worthwhile.
Imparting Information
Imparting information, ideas, attitudes, beliefs and feelings may have any number of specific
purposes.
• Creating awareness
• Creating understanding
• Persuading others
• Influencing others
Information gathering is a constant activity of human beings. We receive a great deal of data and
information in our daily lives, only some of which we seek or consciously absorb. Think about
these: news bulletins, books, bank statements, business information, gossip, thing people tell you,
things you ask them. This list is endless.
Remember that other people may be seeking information in the messages you ‘send’ (and in the
tone of your voice and other indications of what is ‘between the lines’). This information may or
may not be something you wish to communicate: you need to be aware of it before your
listener/reader.
Establishing Relations
Establishing, acknowledging and maintaining relations with other people are vital functions of
communication.
Importance
Communicating effectively in speaking and writing is useful in all areas of business, such as
management, technical, clerical, and social positions as we have just seen.
The ability to communicate well has always given advantages to those who possess it.
Communication has a rich history. The ancient world, both the East and the West, depended on
oral communication. In ancient Greece and Rome, it was necessary to communicate when dealing
with matters in assemblies and the courts. During the Medieval and Renaissance Periods, the oral
tradition progressed. As writing became more important as a permanent record of
communication, authors and books on written communication principles appeared.
4
Table of Contents:
Page
no.
Lesson 1 Introduction to Communication…………………………………… 2
Lesson 2 Flow of Communication…………………………………………….. 7
Lesson 3 Theories of Communication………………………………………… 11
Lesson 4 The Process of Communication and Misconceptions 13
Lesson 5 Barriers in Effective Communication ………………………………… 15
Lesson 6 Non-verbal Communication…………………………………………… 18
Lesson 7 Non-verbal Communication…………………………………………… 21
Lesson 8 Traits of Good Communicators………………………………………… 24
Lesson 9 Principles of Business Communication………………………………… 26
Lesson 10 Concreteness………………………………………………………....... 30
Lesson 11 Consideration…………………………………………………………. 36
Lesson 12 Intercultural Communication………………………………………… 40
Lesson 13 Intercultural Communication…………………………………………. 43
Lesson 14 Individual Cultural Variables…………………………………………... 47
Lesson 15 Process of Preparing Effective Business Messages…………………….. 51
Lesson 16 The Appearance and Design of Business Messages…………………… 57
Lesson 17 The Appearance and Design of Business Messages 62
Lesson 18 Communication through Technology………………………………… 69
Lesson 19 Basic Organizational Plans…………………………………………… 75
Lesson 20 Inquiries and General Requests………………………………………… 80
Lesson 21 Inquiries and General Requests……………………………………… 85
Lesson 22 Letter Writing (Placing Orders)……………………………………… 95
Lesson 23 Letter Writing (Claim Letter)…….…………………………………….. 103
Lesson 24 Letter Writing (Adjustment Letter)….………………………………… 107
Lesson 25 Collection Letter…………………………………………………… 113
Lesson 26 Sales Letter……………………………………………………….. 118
Lesson 27 Memorandum and Circular……………………………………… 126
, Lesson 28 Minutes of the Meeting………………………………………. 130
Lesson 29 Business Reports……………………………………………… 136
Lesson 30 Business Reports (Letter Reports)……………………………….. 141
Lesson 31 Business Reports (Formal Reports)………………………………. 147
Lesson 32 Market Reports…………………………………………………… 152
Lesson 33 Job Search and Employment……………………………………… 158
Lesson 34 Resume Writing………………………………………………….. 163
Lesson 35 Resume and Application Letter……………………………………… 172
Lesson 36 Job Inquiry Letter and Interview……………………………………. 177
Lesson 37 Process of Preparing the Interview…………………………………. 183
Lesson 38 Oral Presentation…………………………………………………… 187
Lesson 39 Oral Presentation…………………………………………………. 193
Lesson 40 Language Practice and Negotiation Skill…………………………….. 196
Lesson 41 Negotiation and Listening………………………………………… 201
Lesson 42 Thesis Writing and Presentation………………………………….. 208
Lesson 43 Thesis Writing and Presentation………………………………….. 214
Lesson 44 Research Methodology…………………………………………….. 221
Lesson 45 Research Methodology……………………………………………. . 227
LESSON 01
COMMUNICATION
Outline:
• Why we Study Business Communication?
• What is Communication?
• Importance
• Advantages of Communication in your Career
• Communication & Global Market
• Communication at Workplace
Why we Study Business Communication?
You may say that communication is important; you spend a lot of time doing it and you’re pretty
good at communicating. After all, you talk to people, write notes, read books, and get along with
other people which make you informed already. Why should you study communication?”
2
,The apparent simplicity of communication is deceptive. Just because we all communicate every
day does not make us good communicators. Just because some aspects of effective
communication are based on common sense; it does not mean common sense alone is enough.
Skilled communicators draw on an extensive and complex body of knowledge, including
semantics (the study of word choice according to their meaning), linguistics (the study of
language), rhetoric (the study of writing and speaking effectively), psychology, sociology,
graphic design, and even computer science. You will explore and apply the scholarship and
research from all of these fields in your study of communication.
“Why then,” you may well ask finally, “study business communication specifically?
Communication is communication: I’ve taken plenty of English courses and communicated in
every one of my other courses.”
Good communication does, in fact, cross disciplines; correct grammar and audible speaking, for
example, are as necessary in a geography class as they are in a business communication class.
There are, however, at least five ways in which what you will learn that how this course differs
from what you have learned, or will learn, in your other classes. First, the subject matter is
different: here you will get a chance to practice communicating with concepts and techniques
from areas such as accounting, finance, and marketing. Secondly the forms are also different: you
will, for example, practice writing memos, letters and business reports – not just term papers,
exams and essays. Thirdly, in this class you will have a chance to practice your oral presentation
skills, which – according to various studies – you will probably be using extensively in the
business world. Fourthly, you may learn a slightly different style; in general, business
communication is more objective, systematic, and concise than creative or personal
communication. Finally, perhaps the most important difference is that, you will learn to persuade
people to accomplish your desired results.
What is Communication?
I have been discussing how important communication will be for your success in business. What
you might be asked, what does the term communication mean? It is certainly hard to define
because it has come to mean practically anything.
Definition of Communication
The word communication means the act or process of giving or exchanging of information, signals
or messages as by talk, gestures or writing. Technically speaking, in the act of communication, we
make opinions, feelings, information, etc. known or understood by others through speech, writing
or bodily movement.
Why do we Communicate?
The purpose of any given communication may be:
a) To initiate some action;
b) To impart information, ideas, attitudes, beliefs or feelings;
c) To establish, acknowledge or maintain links or relations with other people.
Initiating Action
Initiating action may be achieved by two basic categories of communication.
a) Expressing Needs and Requirements.
3
, This can range from a baby’s cry – or even the bleep of an alarm clock – to an adult’s more
precious expression of needs and wants. In a business organization, it would include briefings,
instructions and procedure manuals. This will only be effective where the other person is willing
to satisfy the needs.
b) Persuading and Motivating Others
It means to carry out the desired course of action, in other words, giving them a reason (other
than one’s own want or need) to perform that action. Persuasion of this kind is likely to be a
major element in marketing and sales: a sales reply cannot simply ask a customer to buy the
product because she, the sale rep, needs success. She must show that there are benefits to the
consumer, which will make the purchase worthwhile.
Imparting Information
Imparting information, ideas, attitudes, beliefs and feelings may have any number of specific
purposes.
• Creating awareness
• Creating understanding
• Persuading others
• Influencing others
Information gathering is a constant activity of human beings. We receive a great deal of data and
information in our daily lives, only some of which we seek or consciously absorb. Think about
these: news bulletins, books, bank statements, business information, gossip, thing people tell you,
things you ask them. This list is endless.
Remember that other people may be seeking information in the messages you ‘send’ (and in the
tone of your voice and other indications of what is ‘between the lines’). This information may or
may not be something you wish to communicate: you need to be aware of it before your
listener/reader.
Establishing Relations
Establishing, acknowledging and maintaining relations with other people are vital functions of
communication.
Importance
Communicating effectively in speaking and writing is useful in all areas of business, such as
management, technical, clerical, and social positions as we have just seen.
The ability to communicate well has always given advantages to those who possess it.
Communication has a rich history. The ancient world, both the East and the West, depended on
oral communication. In ancient Greece and Rome, it was necessary to communicate when dealing
with matters in assemblies and the courts. During the Medieval and Renaissance Periods, the oral
tradition progressed. As writing became more important as a permanent record of
communication, authors and books on written communication principles appeared.
4
