Lecture Notes Business Communication A

Lecture Notes

Business Communication A

Prepared by

Olga Temple

English Communication Strand School of Humanities & Social Sciences

University of Papua New Guinea

Andrew Kavana

English Communication Strand School of Humanities & Social Sciences

University of Papua New Guinea

Printed at the University of Papua New Guinea Printing Press

Foreword

This is an attempt to provide the students of the University of Papua New Guinea with an up-to-date and concise text on the subject of Business Communication.

These lecture notes introduce the students to the theory of communication and to the special features and principles of business communication. . This knowledge is essential in improving the students' interpersonal communication skills and provides a platform for the follow-up Business Communication B course, which is more practically oriented.

The first part of BCA explains the concept and process of communication, providing an in-depth understanding of what is effective communication, common barriers to effective communication, and the specifics of communication in organizations. The course further focuses on the characteristics and principles of business communication and the process of planning business communication. The various interpersonal communication skills required for effective communication are discussed at length (writing, reading, speaking, and listening), with special emphasis placed on analytical thinking, which is the underlying prerequisite for all the other communication skills. This course also introduces the students to the major types and conventions of business communication and provides some practical experience in writing business letters, memos, short reports, etc.

These Lecture Notes are based on a number of sources, including

The AAT Study Text (Language & Literature Dept., UPNG) Judith Dwyer The Business Communication Handbook 2nd Edition MBC

NSW Australia, 1991 L.A. Woolcott & W.R. Unwin Mastering Business Communication

Macmillan Press Ltd., 1983 N.B. Sigband Business Communication Harcourt Brace Jovanovich College

Outline Series, Books for Professionals, Harcourt Brace Jovanovich Publishers, 1984 The Internet

Olga Temple University of Papua New Guinea

Port Moresby

November, 2000

Contents

Lecture 1: Introduction to Business Communication

1

The Purpose of the Course

1

Definition of Communication

1

Communication Theory

1

The Process of Communication

3

Feedback in Communication

3

Effective Communication

3

Barriers to Communication

5

Lecture 2: Communication in Organizations

6

Concept & Types of Organizations

6

Communication in Business Organizations

6

Functions of Communication in a Business Organization

7

Increased Volume & Complexity of Communication in

Organizations

7

Organizational Structure & Lines of Communication

8

Communication in a `Network' Organization: New Realities

11

Channels of Communication & Networking: Types of Networks 11

Communication Media in Business Communication

12

Principles of Business Communication

12

Lecture 3: Using the Language

14

A Historical Overview

14

The Wrong Words

15

Jargon

15

Emotive Language

17

Too Many Words

18

The Fog Index

19

The Right Words

20

Style & Tone

21

Sentence Structure

22

Paragraph Structure

23

Assignments

23

Reference Section: Basics of Syntax & Sentence Analysis

24

Lecture 4: I. Research Methods; Obtaining Information

32

Business Information

32

Effective Information Search: Primary & Secondary Data

32

Receiving Information

33

Analysing, Selecting & Preparing Information

34

Taking Notes

34

Making Notes

34

Summary & Precis

34

II. Writing with Force & Clarity

34

The Planning Process in Communication

35

Scope, Limitations, & Depth

36

Drawing Up the Tentative Outline

36

Outlining Methods

36

Orders of Development

37

Types of Outlines

37

Writing the First Draft

37

Choosing the Words

38

Choosing the Sentences

38

Choosing the Paragraphs

38

Qualities of Writing Style

38

Editing Suggestions

38

Readability Formulas

39

Ten Suggestions for Clear Writing

39

The Final Paper

39

Lecture 5: Communication through Writing: Business Letters

42

The Advantages of the Business Letter

42

The Business Letter Today

42

Letter Format

43

Letter Form

43

Principles of Business Communication

44

Different Types of Letter

45

Memoranda & Notices

47

Lecture 6: Information Storage & Retrieval. Report Writing

50

Information Storage & Retrieval

50

Reports for Decision Making: Types of Reports

51

General Points of Style

51

Report Formats: the Short Form

51

Report Formats: the Long Form

54

Lecture 7: Oral, Non-Verbal & Visual Communication

57

The Advantages of Oral Communication

57

The Disadvantages of Oral Communication

57

Skills in Oral Communication

57

Effective Speaking: the Short Presentation

58

Effective Speaking: the Long Presentation

59

Listening

59

Using Visual Aids to Communicate

61

Lecture 8: Persuasion

Persuasion and Influence

63

What is Argument?

64

Constructing a Logical Argument: Persuasive Logic

65

Message Characteristics: Persuasive Style

66

Identifying False Arguments

69

Engaging in a Constructive Discussion

71

Lecture 9: Cooperation

72

Cooperation & Group Characteristics

72

Roles and Relationships within Groups

73

Working in Groups

73

Supervision & Leadership: Styles & Functions

74

Conflict Management

75

Motivation

75

Disciplinary & Grievance Procedures

77

Lecture 10: Conducting Meetings. Documentation for Meetings

78

References

82

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