BUS COM MODULE 1 & 2

Main Topic 1: The Importance of Effective link between the sender and the recipient.
Communication in Business Businesses employ a variety of mediums to
communicate messages, including letters,
Business communication is the process of
newspapers, radio, television, telephone, fax,
sharing information between employees within
and e-mail.
and outside a company.
5. Receiver - The person or party who receives
Effective business communication is how
the communication sent by the other party is
employees and management interact among
known as the receiver (sender).
each other to reach organizational goals and be
more aligned with the core company values. 6.Decoding -The process by which the receiver
assigns meaning to the symbols encoded by the
Its main purpose is to improve organizational
sender is known as decoding. Decoding is the
practices, keep employees informed and reduce
process of analyzing a communication to
errors.
determine the meaning intended by the sender.
Effective business communication is If decoding and encoding are clearly matched,
essential for success and growth of every communication will be more successful.
organization. Unlike everyday
7. Feedback - Feedback is the observation of
communications, business communication is
the receiver's response. In other terms,
always goal oriented. The new global and
feedback refers to the portion of the receiver's
diverse workplace requires excellent spoken
reaction that is sent back to the sender. The
and written communication skills.
amount of answer received by the receiver is
ELEMENTS OR COMPONENTS OF what reaches the senders.
COMMUNICATION PROCESS
8. Noise - Noise is unintentional static or
1. Sender - The person or party who sends the distortion in the communication process that
message or idea to the receiver is known as the causes the receiver to receive a message that
sender. Any communication originates with the differs from the one sent by the sender. It is the
sender, and all communication is based on him. disruption that occurs during the data transfer
process. Noise might happen at any point
2. Encoding - Encoding is the process of
during the communication process.
converting a concept into a symbolic form that
may be comprehended by the person to whom 9. Context - It is the situation from which the
the message is being sent. Encoding, in other communication is done. It includes settings or
words, is the process of transforming a concept environment; social relations; scenes which
into a message that can be understood. include place, time, occasion and culture.
3.Message - A message is a collection of
symbols that the sender sends to the receiver
over a medium or channel. Oral, written, and
symbolic messages are used in business.
4. Channel -The precise communication route
through which the message travels from sender
to receiver is referred to as media. It acts as a

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THE COMMUNICATION MODELS
Communication models are theoretical or
conceptual frameworks that explain how
people communicate. Communication models
also help to generate a variety of different
theories and models.
A. LASSWELL’S MODEL
Harold D. Lasswell, an American political I. Sender (Information source) - Person who
scientist and communication theorist, created makes the message, chooses the channel and
this communication model in 1948. It is known sends the message.
as a linear model of communication, II. Encoder (Transmitter) - Sender who uses
unidirectional process or activity model, and it machine, which converts message into signals
represents a one-way communication process. or binary data.
This model has five major components: III. Channel - Channel is the medium used to
I. Who - Focus on the communicator. With new send message.
media anyone can be the communicator. IV. Decoder (Receiver) - The machine used to
II. Say what - Content analysis of the text. convert signals or binary data into message or
the receiver who translates the message from
III. In which channel - We have many
signals.
platforms directed at anything from a mass of
people to a specific group of intended readers. V. Receiver (Destination) - Person who gets
the message or the place where the message
IV. To whom - Focuses on the receiver of the
must reach. The receiver provides feedback
text. Today we are able to receive text at any
according to the message.
time and place.
VI. Noise - The physical disturbances like
V. With what effect - The overall impact of the
environment, people, etc. which does not let the
text.
message get to the receiver as what is sent.
B. SHANNON AND WEAVER’S MODEL
C. BERLO’S MODEL
The Shannon and Weaver model of The SMCR model, or Berlo's Model of
communication is a linear model that can be Communication, includes the elements of
used to analyze how messages are conveyed
Source-Message-Channel- Receiver. In 1960,
and received. This paradigm was created in
David Berlo created the Source-Message-
1949 to ensure that the communication route
ChannelReceiver. Berlo created this model,
was as efficient as possible. Component in
which is based on the Shannon-Weaver
Shannon and Weaver Model are: communication model (1949)

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must be in sync to that of the sender for the
communication to be effective. The message
might not have the same effect as intended if
the receiver and sender are not similar. The
receiver must also have a very good listening
skill. Other factors are similar to that of the
sender.
D. DANCE HELICAL’S MODEL
Frank Dance introduced the Dance's Helix
communication model, a transactional
The following are the components of Berlo's communication paradigm, in 1967. Helix was
Model: utilized by Frank Dance to create a model that
illustrates the complicated process of
I. S – Sender
communication. The word helical comes from
Source of the message or the person who the Greek word helix, which means spiral
originates the message. The factor related to staircase. When it grows up like a helix,
sender and is also the same in the case of communication becomes more stretched.
receiver are communication skills, Communication is a feedback–driven,
attitude,knowledge, social systems and culture evolving, and dynamic process. Any
communication begins with a limited circle of
II. M - Message
communicators who give only a few details
The substance that is being sent by the sender about themselves. When people share more
to the receiver. It might be in the form of voice, personal information, communication expands
audio, text, video or other media. The key borders. Finally, the relationship progresses to
factors affecting the message are content, the highest level
elements, treatment, structure and code.
III. C- Channel
The medium used to send the message. In mass
communication and other forms of
communication, technical machines might be
used as a channel like telephone, internet, etc.
Five senses of a human being are the channel
for the communication flow, and it affects the
effectiveness of the channel are hearing,
seeing, touching, smellingand tasting. TYPES OF COMMUNICATION
IV. R - Receiver One-way, Two-way
The person who gets the message sent in the Verbal (oral and written), Non-verbal
process. This model believes that the thinking
pattern and all other factors mentioned above Formal, Informal (Grapevine

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Upward, Downward, Lateral procedures and rule books; memoranda;
official meetings; reports, etc.
Interpersonal, Intrapersonal, Organizational,
Mass Communication 6. Informal Communication -
communication arising out of all those
1. One-way Communication - involves the
channels of communication that fall outside the
transfer of information in one direction only,
formal channels is known as informal
from the sender to the receiver. Weather report
communication. Informal communication does
on television, newspaper, recorded music on
not follow lines of authority as is the case of
the CD, billboard messages
formal communication. Such communication
2. Two-way Communication - is a form of is usually oral and may be covered even by
transmission in which both parties involved, simple glance, gesture or smile or silence.
transmit information. Chat rooms and instant
7. Grapevine - It is an informal type of
messaging, telephone conversation, classroom
communication and is called so because it
lectures etc.
stretches throughout the organization in all
3. Verbal Communication - in this type of directions irrespective of the authority levels. It
communication the professional uses language exists more at lower levels of organization.
as a vehicle of communication. Thus, grapevine spreads like fire and it is not
easy to trace the cause of such communication
Oral communication - A face-to-face
at times.
interaction between the sender and
receiver. Ex: Making presentations and 8. Downward - communication in the first
appearing for interviews place, flows downwards. All information in this
medium is usually in form of instructions,
Written communication -The sender
directions and orders. This direction of
uses the written mode to transmit his/her
communication strengthens the authoritarian
messages. Ex: Writing reports and
structure of the organization.
emails.
9. Upward - it is the process of information
4. Non Verbal Communication - a message is
flowing from the lower levels of a hierarchy to
communicated without using a word, the
the upper levels. The function of upward
process requires non-verbal cues to be
communication is to send information,
transmitted and received Ex. facial
suggestions, complaints and grievances of the
expressions, posture, eye contact, walk,
lower level workers to the managers above.
person’s voice, sign language, body language
volume, pitch, voice modulation etc. 10. Lateral/Horizontal - This type of
communication takes place between persons at
5. Formal Communication - takes place
the same level or working under the same
through the formal channels of the organization
executive. The main use of this is to maintain
structure along the lines of authority
coordination and review activities assigned to
established by the management. Such
various subordinates.
communications are generally in writing and
may take any of the forms; policy; manuals: 11. Interpersonal- it is an exchange of
information between two or more people. It is

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the process by which people exchange how they are executing the task, and how to
information, feelings, and meaning through improve their performance if it isn't up to par.
verbal and non-verbal messages.
B. Source of information
12. Intrapersonal - it is the communication
Communication serves as a source of
which takes place within one’s own self. This
information for organizational members during
implies individual reflection, contemplation
the decision-making process, since it aids in the
and meditation.
identification and evaluation of various courses
13. Organizational - it is a process by which of action.
activities of a society are collected and
C. Altering individual’s attitudes
coordinated to reach the goals of both
individuals and the collective group. It is a A well-informed person will have a more
subfield of general communications studies positive attitude than someone who is less well
and is often a component to effective informed. Employee attitudes are shaped via
management in a workplace environment. organizational magazines, journals, meetings,
and other types of oral and written
14. Mass Communication -it is a means of
communication.
conveying messages to an entire populace. This
is generally identified with tools of modern D. Helps in socializing
mass media, which include books, the press,
Communication facilitates socialization. In
cinema, television, radio, internet etc. It also
today's world, communication is facilitated by
includes speeches delivered by leaders to a
the mere presence of another person. It is also
large audience
claimed that without communication, one
Four Forms of Communication cannot thrive.

1. Verbal communication - which includes the E. Controlling process

use of language, sounds, and tone of voice
Controlling the process is made easier with
2. Non-verbal communication - which communication. It aids in the regulation of
includes body language ,facial expressions, organizational members' behavior in a variety
sounds and appearance of ways. Employees in an organization must
adhere to several levels of hierarchy as well as
3. Written communication - such as through
particular concepts and norms. They must
journals, emails, blogs, and text messages
follow organizational policies, perform their
4. Visual communication - which involves job duties effectively, and report any work-
signs, symbols, pictures, graphics, and emojis related issues or grievances to their supervisors
THE IMPORTANCE OF THE IMPORTANCE OF
COMMUNICATION COMMUNICATION IN BUSINESS
A. Promotes motivation A. Exchanging information
Employees are more motivated when they are Business communication relies heavily on the
informed and clarified about the task at hand, exchange of information between and among
numerous

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stakeholders. Through successful finding a solution, as well as reduce conflicts
communication, a corporate organization among all parties concerned.
connects with its partners and other groups
F. Making decisions
involved in society. Communication also
makes it easier for management and staff to Businessmen must make decisions in a variety
share information and opinions. of sectors, and proper decision-making
necessitates precise data. Business
B. Preparing and execution of plans
communication helps the business people to
Plans are established to ensure that business take proper decision by supplying right
activities are carried out efficiently, and information to the right people at the right time.
planning necessitates the gathering of relevant
G. Improving industrial relation
data. Communication aids in the collection of
important data from various sources. After the Effective communication between
plan has been established, it must be management and staff contributes to the
implemented, and communication plays an development of a culture of mutual trust and
important part in this process by disseminating confidence. Employees will perform better if
it to employees and providing them with the they understand exactly what is expected of
appropriate instructions. them, and management will be aware of the
employees' potential and limitations. As a
C. Increasing employee’s efficiency
result, efficient corporate communication is
Employees must communicate with one essential for fostering a sense of cooperation
another more frequently in order to break the and understanding.
ice and feel at ease at work. Effective
H. Publicity of goods and services
communication allows employees to freely
exchange information while also reducing Communication assists a company in
misconceptions and uncertainty. marketing its products and services to current
and prospective clients.
D. Achieving goals
Main Topic 2: Business Writing Principles
Every corporate organization pools its
resources in order to achieve specific goals or Written Communication - any type of
objectives. By giving relevant information, message that makes use of the written word.
instructions, and directions, a good This is the most important and the most
communication system motivates employees at effective of any mode of business
all levels. It aids management in motivating communication. This should be carefully
people to work toward the achievement of worded and constructed to convey the exact
corporate goals. meaning to its readers. It should also be free
from grammatical errors.
E. Solving problems
Business Letter Writing
Disagreements between parties might arise
during the communication process. Good Business is also judged by its ability to
communication skills can assist the parties in communicate. The ways in which businesses
express themselves say a lot. This must be in

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formal tone; the writer should pay special 4. Greeting – the salutation at the beginning of
attention to how he formats the letter. the letter may vary depending on how well the
sender knows the recipient. In extremely cases,
Business writing is a purposeful piece of
it is acceptable to simply list the recipient’s title
writing that conveys relevant information to the
and surname.
reader in a clear, concise, and effective manner.
5. Body of the letter - the first paragraph
It can be categorized into four types:
should be clearly written and concise. It is
instructional, informational, persuasive, and
customary to include a brief amiable sentence,
transactional.
followed by the reason behind the letter. The
Clarity of thought, conciseness, correct following paragraphs should be used to
grammar and sentence structure, and simple elaborate on this reason.
language characterize effective business
6. The closing – after the concluding
writing.
paragraph, leave a blank line, and then add a
BUSINESS LETTER ELEMENTS closing word such as “sincerely,” “Cordially,”
“Cordially Yours,’. This should always be
1. Address of the sender (letterhead) - the
followed by a comma and sender’s signature
sender writes his address in the letterhead. This
below it.
section should only include the physical
mailing address without any other contact.
2. Date of Writing - the date is usually written
just below the sender’s address. The date is
placed at the left or center.
3. Recipient's Address (inside address) - it
follows under the date on the left side of the
page.. Precede it with the name and title of the
recipient.

7. Enclosed Documents - If any supporting

documents have been attached, list them at the
bottom of the letter.
8. Typist’s Identification - if somebody else
has typed the letter, include is or her initials at
the very bottom of the age.
9. Copy notation - this is needed if others are
being sent a copy of the letter.

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7Cs OF BUSINESS COMMUNICATION 6. Consideration – Focus on receiver
1. Clarity – Be clearer in delivering • Focus on "you" instead of" we" e.g.,
• Use common and simple language. • We are delighted to inform ____
• Construct effective sentences and short • You will be glad to know ____
paragraphs.
• Be sure about the benefits of the receiver.
• Use concrete words instead of abstract words.
• Consider the needs and problems of the
• Avoid unnecessary information. receiver.
2. Correctness – Write Perfectly, Mistakes 7. Completeness – Complete the message
Free
• Remember the five W's (what, when, where,
• Check the accuracy of facts and figures. why, who) and how.
• Check mistakes in punctuation, grammar, and • Provide all the necessary information.
capitalization.
• Answer all the questions asked.
• Check misspelled words.
• Include additional information, if desired.
• Use the right level of language.
PRINCIPLES OF BUSINESS WRITING
3. Conciseness – Be short but complete
1. Know Your Audience
• Remove the wordy expressions.
“In organizations today, writers think they are
• Include only relevant material. writing for readers. But businesses readers
don’t read-they retrieve information. To reach
• Avoid unnecessary repetition.
their goal, writers must write for retrievers”
4. Courtesy – Be soft & gentle
- Lynn Gaertner-Johnston
• Be sincere.
- Writing in a business environment requires
• Use expressions that show respect. the ability to tailor your document to a variety
of different audiences
• Be thoughtful and appreciative of the
receiver's point of view.
• Avoid humor.
• Avoid discriminatory language i.e., race,
color, gender, creed etc.
2. Be Concise
5. Concreteness – Be specific
• As the chart above demonstrates, the most
• Use clear and image building words.
influential decision-makers spend the least
• Use specific facts and figures. amount of time with your document.
• Use active voice than passive voice. • Your writing should take this into account.

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• Avoid unnecessary embellishments and get You should know the type of business letter you
straight to the point. are writing to be able to determine the
accuracy of its details.
3. Write to Inform, Persuade, or Promote
DIFFERENT TYPES OF BUSINESS
• Most business documents are written to
LETTER
disseminate information, persuade an audience,
or promote a product or service. 1. Letter of Inquiry - This letter asks someone
for specific information or details. Matters of
- Establish a Need.
inquiry may be about a product, a promotional
- Stress Benefits before Features. material, office process, or anything about
Readers are looking for direct benefits business, office, or institution.
when reviewing and approving
documents.
- Use Facts and Statistics: provide
trustworthy supporting evidence
- Provide a Call to Action: establish a
clear deadline and plan next steps
WHAT IS BUSINESS LETTER?
A business letter uses a formal language. The
style of the letter depends on the relationship
between the parties concerned. A business
letter is written for many reasons. It is used to..
request direct information or action from Consider the following in writing inquiry letter:
another party
1. Make the letter interesting to solicit
order supplies from a supplier response.
identify a mistake that was committed 2. Give it a good friendly to for quick response.
reply directly to a request 3. If the receiver does not know the sender, self-
apologize for a wrong or simply to convey identification of the sender is appropriate with
goodwill. his position and the institution he is connected.

A business letter is also very useful because it... 4. An explanation why the information is
requested is necessary. If needed, offer
produces a permanent record
confidentiality of information needed.
is confidential and formal
5. If there is an incentive for responding, write
delivers persuasive and well-considered it.
messages
In writing a business letter, the most important
element that you need is to ensure its accuracy.

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The letter may contain the following: provides the receiver specific information on
documents and also gives the sender a tangible
1.First paragraph shall contain writer’s self-
record of the document sent. This letter is
identification. If applicable, add writer’s
usually short in content. The first paragraph
position and your company.
commonly describes what are being sent and
2. The second paragraph, may briefly explain the purpose of sending them. Sometimes it
the reason for writing. The writer may add how includes a list of documents attached. This
the information asked will be used. letter is usually ended by a short paragraph that
establishes goodwill by thanking or
3. A list of specific information needed may be
complementing the receiver.
appropriate. The writer can also d it in a form
of question when less information is needed.
4. Make good ending for the reader respond.
2. Sales letter - This letter is written to
persuade its receivers to try service, participate
in an activity, support a cause, and buy a
product. This is also written to introduce a
product, person, company, or services to
consumers.
It is worth remembering AIPA of the letter:
Attention; Interest; Product application;
Action.
4. Memorandum/Memoranda - It is a great
way to communicate big decisions or policy
changes to employees or colleagues. The best
way to write a memo is to start with a paragraph
introduction which explains what is going on or
what the sender wants people to do and why.
When writing business memo make sure to
clearly mark for whom the memo is intended,
the reason for writing the memo and who is
writing the memo. Memos often provide
instructions using the imperative voice.

3. Transmittal Letter - In sending a number of

documents, the sender should have a cover
letter for them or a transmittal letter. This letter

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How to write a memo: 3. It reduces costs - sending email messages
represents a substantial savings to companies in
1. Write “Memorandum” at the right top of the
long-distance telephone costs and postal mail-
page
outs.
2. Properly address the recipient
4. It reduces paper wastes - often an
3. Add other recipients in the cc line when electronic messages can be read and
necessary. immediately discarded without the need for a
printed copy.
4. Write the sender’s name in the “from” line.
GUIDELINES FOR PREPARING
5. Include the date.
1. Send to single or multiple addressees
6. Have a specific phrase for the subject line.
2. Provide a useful subject line
COMMUNICATING ELECTRONICALLY
3. Restate the subject in the body of the
Electronic Mail Communication - Email,
message
instant messaging, Web communications and
voice and wireless technologies are important 4. Focus on single topic directed toward the
goals for accomplishing company goals. A receiver’s needs
2007 study indicated that email has over taken
5. Sequence your ideas based on anticipated
the telephone in terms of the most common
reader reaction
workplace communication tool. The ability to
use email communications effectively is 6. Make careful use of jargon, technical words
essential to success in virtually every career. and shorted terms
ADVANTAGES OF EMAIL 7. Use graphic highlighting to add emphasis
1. It facilitates the fast, convenient flow of 8. Revise your email before sending
information among users at various
EFFECTIVE USE OF EMAIL
locations and time zone - Mail service are
often too slow for communicating timely Learning fundamental netiquette, the buzz
information, and the telephone system is word to proper behaviour on Internet, will
inconvenient and costly in communicating with assure your online success. The following
people located in several locations and time guidelines will assist you in using email
zones. For these reasons, email is especially effectively:
effective in sending a single message to several
1. Check mail promptly - generally, a
recipients and when needing to communicate
response to email is expected within 24 hours.
24 hours a day, 365 days a year.
Ignoring messages from coworkers can erode
2. It increases efficiency - it reduces efforts to create a open, honest, and cooperative
“telephone tag” and unnecessary telephone work environment.
interruptions caused when delivering messages
2. Do not contribute to email overload - to
that are unlikely to require a verbal response.
avoid clogging the system with unnecessary
messages, follow these simple guidelines:

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Be certain individuals need the copy of the Keep your email inbox clean by reading
email and forward an email from another email and taking action immediately.
person only with the original writer’s
Move saved messages into a limited number
permission.
of email folders for quick retrieval. Text
Never address an email requesting general Messaging- messages that can be sent from one
action to more than one person if you want to cell phone to another, a cell phone to a
receive anindividual response. computer, or computer to computer. Texting is
a variable alternative to phone calls for those
Avoid sending formatted documents
with hearing impairments. Economic and
Edit the original message when you reply to cultural factors have also driven the
email if the entire body of the original message advancement of text messaging in some parts
is not needed for context. Instead, you can cut of the world when voice conversations are
and paste pertinent sections within a reply that more expensive than texting.
you believe a recipient understand your reply.
VOICE AND WIRELESS
Follow company policy for personal use of COMMUNICATION
email
Not so long ago, voice communication referred
3. Use email selectively - send short, direct strictly to communication over phone lines, and
messages for routine matters that need not be using the telephone effectively is still an
handled immediately (scheduling meetings, important skill in any profession. Although the
giving your boss quick updates, or addressing traditional telephone still playsan important
uncomplicated issues) role in business activity, voice communication
extends to voice mail systems and ell phone
4. Do not send messages when you are angry
usage. Both voice and data can be transmitted
- email containing sensitive, highly emotional
now using wireless communication systems.
messages could be easily misinterpreted
because of the absence of facial expressions. Voice Mail Communication- it allows
flexibility in staying in touch without the aid of
5. Exercise caution against email viruses and
a computer. Voice mail communication can be
hoaxes - social networking sites such as
more effective by following recommended
facebook and MySpace are also common
guidelines:
sources of viruses and spyware. Additionally,
be wary to computer hoaxes- email messages Update your greeting often reflect your
that incite panic, typically related to risks of schedule and leave special announcements.
computer viruses or deadly threats and urge
Leave your email address, fax numbers, or
you to forward them to as many people as
mailing address on your greeting.
possible.
Encourage callers to leave detailed
6. Develop an effective system for handling
messages.
an email - Some simple organization will allow
you to make better use of your email capability: Check your voice mail regularly, and return
all voice messages within 24 hours. When
Set up separate accounts for receiving
messages that require your direct attention

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leaving a message, you can improve your
communication by following these tips:
Speak slowly
Spell your name for the recipient, who might
need the correct spelling. Leave a detailed
message
Keep your message brief, typically 60
seconds or less
Ensure that your message will be
understandable.

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