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BBA 1008
BUSINESS COMMUNICATION

TAN WAH TIONG
940928-14-5531
201565

DOUGLAS CHENG
JAUNUARY 2013
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1.0 Content




NO DETAIL PAGE
1.0 Content 1
2.0 Introduction 2
3.0 Task 1
- Communication barrier
- Describe four of the communication barrier
3-5
4.0 Task 2
- The important of business barrier to organizations and individuals
- Four goals of business communication to convince manager of the
necessity of a communication programmer with customers
6-7
5.0 Task 3
- Correct or improve the grammar or language usage in the
following sentence to reflect correct, modern English usage.
8
6.0 Task 4
- The essentials of an effective business letter
- Letter to Smith
9-11
7.0 Conclusion 12
8.0 Reference 13
9.0 Coursework 14-18
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2.0 Introduction
Business communication (or simply "communications", in a business context) encompasses
such topics as marketing, brand management, customer relations, consumer behaviour,
advertising, public relations, corporate communication, community engagement, reputation
management, interpersonal communication, employee engagement, and event management.
It is closely related to the fields of professional communication and technical communication.
Media channels for business communication include the Internet, print media, radio,
television, ambient media, and word of mouth. Business communication can also refer to
internal communication. A communications director will typically manage internal
communication and craft messages sent to employees. It is vital that internal
communications are managed properly because a poorly crafted or managed message could
foster distrust or hostility from employees.
The word communication derived from the Latin word communicate that means to
impart, to participate, to share or to make common. It is a process of exchange of facts, ideas,
opinion and as a means that individual or organization share meaning and understanding
with one another. In other words, it is a transmission and interacting the facts, ideas, opinion,
feeling and attitudes. It is the ability of mankind to communicate across barriers and beyond
boundaries that has us here the progress of mankind. It is the ability of fostering speedy and
effective communication around the world that has shrunk the world and made
globalization a reality. Communication had a vital role to play in ensuring that people
belonging to a particular country or a culture or linguistic group interact with and relate to
people belonging to other countries or culture or linguistic group. Communication adds
meaning to human life.
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3.0 Task 1
Communication barrier
Most people would agree that communication between two individuals should be simple. Its
important to remember that there are differences between talking and communicating. When
you communicate, you are successful in getting your point across to the person youre
talking to.
When we talk, we tend to erect barriers that hinder our ability to communicate. A
"communication barrier" or "a barrier to communication" is anything that interferes with the
transfer of intended information from a sender to a receiver. This can include anything from
static on a radio, preventing the listener from hearing the program, to a third party interfering
in a conversation between two people. It also means an obstacle in a workplace that
preventing effective exchange of ideas or thoughts.
There are seven of these types of barriers to effective communication. Such barriers include
physical barriers, perceptual barriers, emotional barriers, cultural barriers, language barriers,
gender barriers and interpersonal barriers.
Four Communications Barriers
One of the communications barriers is interpersonal barriers. Physical barriers are easy to
spot which are doors that are closed, walls that are erected, and distance between people all
work against the goal of effective communication. While most agree that people need their
own personal areas in the workplace, setting up an office to remove physical barriers is the
first step towards opening communication.
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Many professionals who work in industries that thrive on collaborative communication,
such as architecture, purposefully design their workspaces around an open office plan.
This layout eschews cubicles in favor of desks grouped around a central meeting space.
While each individual has their own dedicated work space, there are no visible barriers to
prevent collaboration with their co-workers. This encourages greater openness and
frequently creates closer working bonds.
Besides, emotional barriers can be tough to overcome, but are important to put aside to
engage in conversations. We are often taught to fear the words coming out of our own
mouths, as in the phrase anything you say can and will be used against you. Overcoming
this fear is difficult, but necessary. The trick is to have full confidence in what you are
saying and your qualifications in saying it. People often pick up on insecurity. By believing
in yourself and what you have to say, you will be able to communicate clearly without
becoming overly involved in your emotions.
Next are gender barriers. Gender barriers have become less of an issue in recent years, but
there is still the possibility for a man to misconstrue the words of a woman, or vice versa.
Men and women tend to form their thoughts differently, and this must be taken into account
when communicating. This difference has to do with how the brain of each sex is formed
during gestation. In general, men are better at spatial visualization and abstract concepts such
as math, while women excel at language-based thinking and emotional identification.
However, successful professionals in highly competitive fields tend to have similar thought
processes regardless of their gender.


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Lastly, interpersonal barriers are what ultimately keep us from reaching out to each other and
opening ourselves up, not just to be heard, but to hear others. Oddly enough, this can be the
most difficult area to change. Some people spend their entire lives attempting to overcome a
poor self-image or a series of deeply rooted prejudices about their place in the world. They
are unable to form genuine connections with people because they have too many false
perceptions blocking the way. Luckily, the cure for this is more communication. By
engaging with others, we learn what our actual strengths and weaknesses are. This allows us
to put forth our ideas in a clear, straightforward manner.









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4.0 Task 2
The importance of communication barriers to organization and individuals
Communication in a business organization serves different purposes. It is the medium
through which messages are sent. The messages sent may be a memo to employees, an
advertisement intended for the public or a voicemail left for an executive of another
company. Communication also serves as a listening and feedback agent. Communication
allows employees and customers alike to share their thoughts, ideas and concerns about a
particular matter. Communication in a business organization also educates trains and
develops employees to improve productivity and efficiency. There is some of the importance
to the organization.
First of all, communication promotes motivation by informing and clarifying the employees
about the task to be done, the manner they are performing the task, and how to improve their
performance if it is not up to the mark. Communication is also a source of information to the
organizational members for decision making process as it helps identifying and assessing
alternative course of actions. Besides, communication also plays a crucial role in altering
individuals attitudes, i.e., a well-informed individual will have better attitude than a less-
informed individual. Organizational magazines, journals, meetings and various other forms
of oral and written communication help in molding employees attitudes. Communication
also helps in socializing. In todays life the only presence of another individual fosters
communication. It is also said that one cannot survive without communication.
As discussed earlier, communication also assists in controlling process. It helps controlling
organizational members behavior in various ways. There are various levels of hierarchy and
certain principles and guidelines that employees must follow in an organization. They must
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comply with organizational policies, perform their job role efficiently and communicate any
work problem and grievance to their superiors. Thus, communication helps in controlling
function of management.
In the other part, there are also has some importance of communication to an individuals.
Communication plays a part in almost every aspect of your business, so being able to
communicate well can boost your overall performance. Communication skills can be
particularly important during times of higher workplace stress, for example during
downsizing, where good communication is an essential part of change management. You
also need to communicate well to build and maintain effective relationships with your
suppliers and clients. Communication skills are crucial to dealing with customer complaints
effectively and limiting any negative word-of-mouth about your business. You can draw on
communication skills when you assess the effectiveness of your marketing campaigns.
Four goals of business communication to convince manager of the necessity of a
communication programmer with customers
First of all, the manager should let the customer to understand the message. In other words,
the communication must convey the message that it is meant to convey. It must not be
unclear or give the wrong idea to the one who receives it. Next is getting a response it the
customer. The communication should be worded in a way that makes it easy to respond to.
Besides, establishing or improving a relationship with the customer. Communications are
meant in part to make the recipient feel positively about the sender. This will help them
work together in the future.
Lastly, try to makes the customer feel good about the sender's organization. This matters in
particular when the recipient is a customer. The communication in that case is meant to help
make the customer like the firm that sends it and want to do business with them.
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5.0 Task 3
3.1 I lived in North Wales for a few years.
3.2 Either the director had missed the train or he had forgotten the appointment.
3.3 I gave them the money that they want.
3.4 They didnt give him the job because he had been in prison.
3.5 People insure their house in case theres a fire.
3.6 Heres the woman that Ann said would show us round the church.
3.7 I may have to work this weekend. I hope not.
3.8 Its nice to have a room of your own.
3.9 She smiled in a friendly way.
3.10 What does understudy mean?





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6.0 Task 4
Essentials of an effective business letter
Business letter has a materialistic purpose but effective business letter can also strengthen
the bonds between two organizations or the dealer and the customer. Business letters are
used for many purposes such as to make inquiries, send replies, to place orders or bank
correspondences etc. The main and the basic function of the business letter is not only to
convey your message to the person who receives the letter but also to influence the reader.
Following point can be used to make your business letter an effective business
communication.
First of all, language of business letter is quite important. The language of business letter
should be simple. It should not contain difficult words, phrases or technical jargons. It
should have a smooth flow and should be easily understood or it should not require further
explanation. Besides, avoid use of long sentences having many clauses. Sometimes the
reader loses the beginning by the time he comes to the end of the sentence.
Next, avoid negative approach in the letter. We should avoid use of dull and uninteresting
language. A letter with permanent style or with same tone of expression at all occasions may
become stereotyped in due course. Use variety or a welcoming change in language that befits
the particular occasion or pleases a particular person. But the variety should not be at the
cost of clarity.
Furthermore, sincerity of purpose is important not only for human relations but also for
business dealings. The letter should have an air of frankness and authenticity. In addition, we
should give importance to the reader which avoiding self-centered focusing on your own
concerns or your business and focus on the recipient's needs, interests, or purposes. This
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"you attitude" or recipient oriented style is very useful in winning new customers and
maintaining old ones. It does not mean that you should use more of "you" in your letter but
you should make recipient the main focus of the letter. However, you should be cautious not
to overdo anything in your letter to avoid feel of deception, superficiality or ambiguity.
Lastly, we just need to adjust oneself to the reader and tune your sentences to the taste of the
prospective buyer. Mention the advantage a buyer would get without praising your own firm.
Business letter represents the firm, organization or the business. It is like a salesman with a
difference. A salesman can instantly rectify his mistake if he has said something that looks
unpleasant, but a letter writer can't. You can use business-writing software for proofreading
and to check and correct English grammar & spellings in your letter. Some software
programs also has text enrichment feature to enrich your text with adjectives & adverbs,
which enhances the simple sentence into more professional and sophisticated one & also
suggest context related synonym for repeated words.
Letter to Smith
MARRY BOOKS LTD
Secretariat, PECIPTA 2009 Institute of Research Management & Monitoring Level 3, IPS B,
50603 Kuala Lumpur, Federal Territory of Kuala Lumpur
17 OCT 2012
Mr Smith
A-G-34 BLOCK A TAMAN KASTURI TKT BAWAH
P/PURI KASTURI TIARA
TAMAN KASTURI
43200 BATU 9 CHERAS
SELANGOR
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Dear Smith,
Enquiry regarding encyclopedia set
Thank you for your letter dated 12 OCT 2012. I had received your letter that proposing to
purchase a box of encyclopedia set.
I would like to inform you that we are no longer sell boxed sets of the printed encyclopedia.
I highly recommend you purchase the electronic version. The price is $ 680. We are offering
to our existing customers a 15$ discount.
The catalogue and price list will be described to you about our products to you satisfication.
However, if you need further details or assistance in meeting your customers special
requirements, you should feel free to write to us. We are looking to your order at this
discount rate.

Your sincerely
___________
TAN WAH TIONG (Merchanding Manager)





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7.0 Conclusion
In the nut shell, I learn that communication is a process of exchange of facts, ideas, opinion
and as a means that individual or organization share meaning and understanding with one
another. I also know that communication barrier is anything that interferes with the transfer
of intended information from a sender to a receiver.
The especially four barriers of communication are successful professionals, emotional
barriers, Physical barriers, interpersonal barriers. I also learn that the importance of
communication barriers to organization and individuals. For example, communication
promotes motivation by informing and clarifying the employees about the task to be done,
the manner they are performing the task, and how to improve their performance if it is not up
to the mark. Besides, I also learn that four goals of business communication to convince
manager of the necessity of a communication programmer with customers which is
understand the message, getting a response, establishing or improving a relationship with the
customer and makes the customer feel good about the sender's organization.
Lastly, I also learn that essentials of an effective business letter. For example, the language
of business letter should be simple. It should not contain difficult words, phrases or technical
jargons. It should have a smooth flow and should be easily understood or it should not
require further explanation. Besides, avoid use of long sentences having many clauses.




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8.0 Reference
http://www.csedev.com/the-seven-barriers-of-communication/
http://answers.yahoo.com/question/index?qid=20080926062856AAbe5Hv
http://www.businessdictionary.com/definition/barriers-to-communication.html
http://www.managementstudyguide.com/importance-of-communication.htm
http://www.enotes.com/business/q-and-a/list-explain-goals-proper-business-communication-
310713
http://biznesscom.pbworks.com/f/BCommStudyGuide.pdf
http://businessmadesimple.co.uk/ArticleReview/tabid/79/ModID/0/ItemID/55/Default.aspx
http://www.articlesbase.com/business-articles/essentials-of-an-effective-business-letter-
124512.html
http://en.wikipedia.org/wiki/Business_communication





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9.0 Coursework
Key Stages In The Communication Cycle
Sender
Recipient

Sender
1. Conceive the message
Dont open your mouth only to put your foot in it! When you have something to say,
consider the best means of putting your message across, and bear in mind that timing is
important. Consider your recipient carefully and aim your message to suit their specific
needs
2. Encode the message
This stage involves putting the information into an appropriate from suitable to both the
sender, the recipient and the aim. Think before reaching for your phone or putting fingers to
keyboard. Decide first what specific outcomes you want from the communication. This will
help you choose whether words will suffice, whether a printed record is necessary and
whether graphics are appropriate. It will also help you choose appropriate language and tone.
3. Select the appropriate channel
This stage is where the message is actually sent the information is transferred. The
technological revolution has brought about a wide range of telecommunication methods.
You must consider all aspects: speed, cost, quick, receipt, printed record, confidentially, etc.,
2. Encode the message 1. Conceive the massage 3. Select appropriate
channel
4. Decode the message 5. Interpret the message 6. Feedback
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and make an intelligent decision before sending your message. Time and money can be
wasted if the wrong medium is chosen.
Recipient
4. Decode the message
Because so many messages arrive in offices today, it is importance to ensure that they are
routed promptly and are given the attention they deserve. To achieve success at this stage, it
is also important to take the trouble to ensure that the recipient will understand the language
and vocabulary used.
5. Interpret the message
Very often it is necessary to read between the lines. It is always important to consider
carefully the tone used in your communication so that the correct message is received. For
example, you do not want to risk antagonizing a good customer by using a harsh tone.
Distortion of the message may occur if the sender has not carefully encoded the
communication, in which case the recipient will interpret the message differently from how
it was intended.
6. Feedback
The communication process cannot be successful without appropriate feedback. In oral
communication this is often immediate, in the meetings the audience may nod or smile to
show understanding and agreement. But with written message courtesy and discipline are
importances to acknowledge receipt of messages until a full and appropriate response can
be given.

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Non-Verbal Communication
In face-to-face encounters non-verbal communication is often just as important as verbal
communication. As you are speaking information can be conveyed non0verbally as well as
verbally. The non-verbal signals of listeners will provide instant feedback. Non-verbal
communication is often referred to as body language.
Non-verbal communication techniques are often used unconsciously, for instance while
speaking we may throw our arms around; while listening a sudden shock may result in a
sharp intake of breath. Such non-verbal signals add impact to a meaning, and they combine
to provide an instant impression in a way that written communication or telephone calls
cannot. Actions of this sort are an important part of the communication process.
Posture
The way people stand or sit can say an awful lot about how they feel. Someone who is
nervous or anxious will fidget with their hands, tap their feet, and drum the table with their
fingers. Someone who is sitting well back in their chair, legs crossed at the ankle, may be
seen as being relaxed and confident. Someone with gloomy expression, head down and
lifeless is probably feeling depressed or dejected. Someone sitting forward in their chair
looking intently at the speaker is showing a great deal of interest. The ability to interpret
such signals and act as necessary is important in developing good human relations.




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Gestures
Many gestures are used as we speak, for example, shaking a fist to denote anger, sweeping
arms in excitement, using hands for emphasis. In listening too, gestures are used, like
nodding in agreement, shaking your head in disapproval, putting your hand to your chin in
consideration, folding your arms in boredom. These are all valuable signs in communicating
and you should learn to read such gestures carefully.
Eye contact
The importance of eye contact is paramount. Looking someone directly in the eye suggests
openness, honesty, confidence and comfort. Looking away gives an impression of being
conniving or sly, or perhaps just unsure and uncomfortable. When speaking to one person try
to look them in the eye. When speaking to a group avoid fixing your gaze on one or two
people let your eyes roam regularly to all corners of the room so that everyone feels
involved.
Touching
Touch is an important tool to convey warmth, reassurance, support, encouragement and
comfort. In some cultures, because touching implies intimacy and familiarity, there are very
strict rules that govern who may touch whom and how. These norms of behavior may
change according to age, status, cultural background, etc. In todays workplace, touching has
become rather a contentious issue, as it could sometimes be construed as sexual harassment.



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How to improve your non-verbal communication skills
Here are some ways in which you can improve your non-verbal communication skills:
1. Be honest, especially when communicating emotions.
2. Use a firm, friendly handshake when meeting new people.
3. Maintain eye contact with your entire audience.
4. Reinforce your words with tones and gestures.
5. Be aware of posture.
6. Use appropriate gestures to support your points.
7. Imitate the posture and appearance of people you want it impress.
8. Show respect for speakers and listeners.
9. Touch people only when appropriate and acceptable.
10. Smile genuinely, as a fake one will be obvious.