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    Essential Bussiness Communication Skills (Ufs 301)

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    siti sapikahwana
    This document discusses essential business communication skills. It defines communication as the exchange of information, opinions, or ideas to ensure complete understanding. It describes different communication channels and when to use oral or written communication. Barriers to effective communication mentioned include non-verbal signals, language use, lack of attention, and emotions. The document outlines formal communication systems including downward, upward, horizontal, and diagonal communication. It also discusses the informal grapevine communication system and how it can distort the truth and lower morale. Finally, it provides tips for effective oral communication, listening skills, using body language, making telephone calls, and writing telephone messages.

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    Essential Bussiness Communication Skills (Ufs 301)

    Uploaded by

    siti sapikahwana
    30 views19 pages
    This document discusses essential business communication skills. It defines communication as the exchange of information, opinions, or ideas to ensure complete understanding. It describes different communication channels and when to use oral or written communication. Barriers to effective communication mentioned include non-verbal signals, language use, lack of attention, and emotions. The document outlines formal communication systems including downward, upward, horizontal, and diagonal communication. It also discusses the informal grapevine communication system and how it can distort the truth and lower morale. Finally, it provides tips for effective oral communication, listening skills, using body language, making telephone calls, and writing telephone messages.

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    TOPIC 1 TOPIC 1 TOPIC 1

    Original Title

    TOPIC 1

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    This document discusses essential business communication skills. It defines communication as the exchange of information, opinions, or ideas to ensure complete understanding. It describes different communication channels and when to use oral or written communication. Barriers to effective communication mentioned include non-verbal signals, language use, lack of attention, and emotions. The document outlines formal communication systems including downward, upward, horizontal, and diagonal communication. It also discusses the informal grapevine communication system and how it can distort the truth and lower morale. Finally, it provides tips for effective oral communication, listening skills, using body language, making telephone calls, and writing telephone messages.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    30 views19 pages

    Essential Bussiness Communication Skills (Ufs 301)

    Uploaded by

    siti sapikahwana
    This document discusses essential business communication skills. It defines communication as the exchange of information, opinions, or ideas to ensure complete understanding. It describes different communication channels and when to use oral or written communication. Barriers to effective communication mentioned include non-verbal signals, language use, lack of attention, and emotions. The document outlines formal communication systems including downward, upward, horizontal, and diagonal communication. It also discusses the informal grapevine communication system and how it can distort the truth and lower morale. Finally, it provides tips for effective oral communication, listening skills, using body language, making telephone calls, and writing telephone messages.

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    of 19

    ESSENTIAL BUSSINESS COMMUNICATION

    SKILLS (UFS 301)


    What is
    Communication?

    Giving, receiving or exchanging


    information, opinions or ideas
    so that what is communicated
    is completely understood.
    Channel of Communication
    The choice of channel depends on;
    1. Cost
    8. Resources
    2. Confidentiality
    9. Written Records
    3. Safety & security
    10. Recipient
    4. Influence
    5. Urgency
    6. Distance
    7. Time of Day
    Choice of communication channel
    ORAL WRITTEN
    Message simple detailed

    Response immediate delayed

    Permanent record Not available Available

    Interaction with audience Yes No

    Emotional factor Yes No


    Barriers to Communication
    1. Wrong non-verbal signals
    2. Language use
    3. Lack of interest/ attention
    4. Pre-judgement
    5. Relationship/ status
    6. Emotions
    7. Systems
    Communication System (Formal)
    1. Downward communication
    • Communication between individuals of different levels
    (from senior level to junior staff)
    • It most follows the ‘chain of command’
    • Channels: memos, notices, company handbook
    2. Upward communication
    • Message are sent to managers, supervisors or
    directors from employees
    • Also follows ‘chain of command’
    • Channel: reports, meeting, formal letters
    3. Horizontal communication
    • Occurs between those who are in
    the same level
    • The common link is they need to
    cooperate & share information
    • Channel use: face-to-face
    discussion, telephone calls, memos,
    reports
    4. Diagonal communication

    • Takes place between people in different departments,


    sections, at different levels of hierarchy in an
    organization to achieve a specific goal
    • The task given may involve more than one department
    & may be no obvious line of authority
    • Involves committees, teams/ tasks forces that are
    created to solve problems/ complete projects
    • Relied on co-operation, goodwill and respect between
    the people concerned
    Communication System (Informal)
    5. Grapevine
    • May distorts the truth, rumour and gossip
    • Can cause damage to an organization
    • It lowers morale, causes fear, distrust & an un settled condition among the
    workforce in an organization
    Oral Communication
    • It is important to be successful in career
    • Purposes: to give instructions, request information, discuss problems etc.
    Listening skills
    • Your listening skills will wary according to
    1. Interest
    2. Importance of the information
    3. Length of the message
    4. Complexity of the message
    5. The delivery of the message
    6. Personal problems (condition)
    7. External distraction (noise)
    Body Language
    • Also known as non-verbal communication
    • E.g: posture, facial expression, eye contact, touching and gestures
    • Adding a lot of impact to the meaning of our spoken words.
    The Telephone
    • Telephone call is cost and time effective.
    • Even though the receiver cannot see you, make
    sure to put a smile on your voice.
    • Always identify yourself
    • Take down important information
    Tips for writing a telephone message
    Use simple, straightforward words and short sentences

    Include the key facts in a logical order

    Include details like time, days, dates and number

    Get your pronouns right (he, she or they)

    Use past tense when reporting what the caller said

    Be courteous

    Mark urgent messages clearly

    Include name of caller, organisation, date and time of call


    THE END
    OF
    TOPIC 1

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