Communication/Process of Communication  Informal communication is transmitted outside formally authorized

 Communication is the meaningful exchange of information through channel w/out regard for the heirarchy of authority.
messages  Grapevine which is an informal communicating system that
 The elements of communication are sender/source, message, develops among workers often labeled as rumor or gossip.
channel, receiver and feedback.  Verbal Communication is the transmission of messages in the form
 Business communication includes all communication that occurs in a of spoken word. (oral)
business context. It maybe used to promote a product/service, relay  Non-verbal communication is expressed using eye movements,
information within the organization or deal with legal/similar issues. body language and facial expressions.
Elements of Communication Communication in an Organization
 Sender originates and sends the message.It is his/her responsibility  Organization refers to a group of people associated for business,
to make sure the message is perceived in the way he/she intended political, professional,religious/spiritual,athletic,social or other
it. purposes.
 The sender/source refers to the individual,group or organization  Each of us is a part of an organization.
which initiates the communication.  Activities in an organization require human beings to interact and
 The sender’s experiences, attitudes, knowledge, skills, react,that is to communicate. They exchange
perceptions,social system and culture influence the message. information,ideas,plans,order needed supplies and make
 Message is either words or body language that transmit meaning; it decisions,rules,proposals,contracts and agreements.
is either verbal and non-verbal. Communication is the “lifeblood” of every organization.
 Channel is the means used to pass the message. Examples of these Patterns of Business Communication
are telephones, computers, face-to-face conversations,memos or e-  Horizontal message flow occurs between workers or units that need
mail. to share data or coordinate efforts.
 Receiver is the ultimate destination of the sender’s message. All  External communication flows between a business organization and
interpretations by the receiver are influenced by their experiences, the entities with which it interacts.External contracts include
attitudes, knowledge,skills,perceptions and culture. customers, suppliers, competitors, the media, government agencies
 Feedback is the response that a sender receives from the and the general public.
sender/source of the message.  These contracts may be domestic or international. Letters, reports,
 Feedback can either be verbal and non-verbal. order, invoices and web pages.
 Feedback can also be positive or negative.  As communicators strive to achieve the four goals of
 Examples of positive non-verbal feedback are clapping of hands, communication, the organization sends and receives messages both
standing ovation,serious attention etc. internal and external. Some of these messages are formal while
 Examples of negative non-verbal feedback are yawn,bored look etc. some are informal, some are work-oriented; others are personal.
Forms of Communication  Organizational communication can flow vertically or horizontally in
 Oral communication is transmitted through speech where listening which the message may flow through a network.
is a vital component.  Vertical communication, messages flow upward or downward along
 Listening is the skill of receiving and interpreting the meaning by a path referred to as the “chain of command.”
grasping the facts or feeling conveyed. Upward Communication
 Written communication is transmitted through writing.  It gives management feedback or information needed for
 Formal communication is used through the chain of command planning,decision-making and controlling.
within an organization.  Informal discussion
 Reports
  Grievance procedure  Conciseness
 Counseling Short words in writing generally tend to communicate better than
 Union long words. A heavy proportion of long words leaves an impression of
 Formal meeting difficulty. However, this does not mean that all short words are easy and all
 Open door policy long words are hard. Use the long words cautiously.
 grapevine 1. Use single-word substitutes instead of phrases whenever possible
Downward Communication without changing meanings.
 It creates employee awareness,influence their opinions and Ex: due to the fact- because
stimulate their sense of belongingness. 2. Omit trite, unnecessary expressions and obvious ideas.
 Small group meeting Ex: Sale of surplus home appliance is one of our primary needs.
 Supervisory meeting We must sell our surplus home appliance.
 Mass meeting 3. Omit “ which” and “that” clauses.
 Bulletin boards Ex: She bought desks that are executive type.
 Public address announcements She bought executive –type desks.
 Posters 4. Eliminate unnecessary prepositional phrases, determiners and
 Open house and plant tours modifiers.
Horizontal Communication 5. Omit repetitive wording, redundant pairs and categories.
 This is a type of intra-company communication that takes place 6. Replace wordy conventional statements with concise versions.
between sections,divisions or departments of the same level. Ex: past memories
 Meetings and conferences final outcome
 Seminars and workshops 7. Change passive verbs into active verbs.
 Telephones and intercoms  Completeness
 Socials Provide all necessary information. Check for the five Ws and any other
Business English essentials.
 It is English specially related to local or international trade. Answer all questions asked
 It focuses on vocabulary and topics used in the world of Give something extra when desirable
business,finance and international relations. Desirable details mean essential.
 It refers to the communication skills used in the workplace and  Consideration
focuses on language for typical business communication. It means preparing every message with the message that the receivers have
 It enables one to efficiently do business from rank-and-file all the in mind.
way to top management. Do not lose temper, do not accuse and do not make charges without facts.
The language in Business Consideration also referred to as the “ you “ attitude, empathy, the human
 The common belief is that business language is characterized by touch and undersatnding the human nature.
words and phrases that make the writer very intelligent or highly Emphasis positive, pleasant facts.
educated. Example: You failed to enclose your check in the envelope. The check was
 The best writers, in and out of the business world,are those who not enclosed.
don’t put on airs or beat around the bush;the worst are those who  Concreteness
try to impress their readers with cleverness,their rich vocabulary Good business communication is marked by words which form sharp and
and their executiveness. clear meanings in the mind.
The Seven C’s of Bus. Communication Use specific facts and figures.
Put action into your verbs. It is always blocked at the left-hand margin and includes the name of the
Ex: A secretary checks and records all incoming mail. individual , group or organization. All parts are typed single-spaced.
Choose vivid, image-building words.  Body
Ex: This is a long letter./This letter is five times as long as you said it would This is the most important part of the letter since it contains that the
be. message or substance of the letter.
 Clarity  Complimentary Close
It is best achieved through the right choice of precise, concrete, and This part is typed one double-space below the body of the letter.
familiar. It may be centered on the page or set flush with the left or right margin.
Choose precise, concrete and familiar words. A comma may or may not be used after the complimentary close.
Construct effective sentences and paragraphs. Choose the complimentary close that matches the prevailing tone of your
Decide what information needs emphasis and choose the correct structure. message.
Use parallel structure  Signature Line
Avoid trite and overused expressions. It includes typewritten name, signature, business title and company name.
Ex. We shall be pleased to welcome you at our office. / You are welcome at  Optional Parts
our office.  Addressee Notation
 Courtesy Letters that have restricted readership or those which must be handled in a
It does not only involve awareness of the perspective of others but also special way such as PERSONAL or PLEASE FORWARD. These appear in capital
consideration of their feelings. letters two lines above the inside address.
Be sincerely tactful, thoughtful and appreciative. E.g. thank you, glad,  Attention Line
promptly This can be used to direct a letter to a department.
Use expression that show respect Attention: University Registrar
Choose non- discriminatory expressions  Subject Line
Omit questionable humor. It is a device to let the recipient know what the letter is all about.
 Correctness Subject: Minutes of Meeting
It is a must to be especially sensitive to grammar, punctuation and spellings  Reference Initials
Use the right level of language Also known as Stenographic Reference, refers to the initials of the sender of
Avoid substandard language. Use correct words, grammar & acceptable the letter and the typist.
expressions.  Enclosure notation
Check accuracy of figures, facts and words This appears at the bottom, two lines below the reference initials.
Maintain acceptable writing mechanics Common forms are:
Parts of the Business Letter Enclosure: photocopied TOR
 Heading or Letterhead Enclosures: (2)
The modern letterhead occupies no more than two inches of the top of the photocopied TOR
page. It contains the firm’s name, address, zip code, tel. number, internet photograph
address and the nature of the business embossed or engraved. • Copy Notation
 Dateline This may follow either the reference initials or enclosure notation
The date is typed under the letterhead flush with the left or right margin. Examples:
Example: July 14, 2014 or 14 July 2014 cc: Dr. Frederick O. Ramos
 Inside Address pc: Prof. Ruth Oclida
copy to Prof. Ruth Oclida
 • This indicates who is receiving carbon copies or photocopies of the  Subject is typed in capital letters, three spaces below the inside
letter, the letter names preferably listed in the order ofrank or in address and three spaces above the body of the letter.
alphabetical order.  Writer’s name and official title/ position are typed in capital letters,
• Post script four or five spaces below the body of the letter.
P.S. Send check immediately Types of Business Letters
Formats or Styles of Business Letter  Asking Letters: inquiry, request,reply to inquiry /request letters,
Full- Block Style- to attain a formal, business-like look and easy-to-type claim letter
style, choose the full block style where all parts are flush with the left  Telling Letters: adjustment, employment, sales, order letter,
margin. acknowledgment of order, credit and collection
All lines are set flush with the left margin  Goodwill letter: congratulatory letter, letter of gratitude, letter of
No paragraph is indented invitation and announcement and letter of sympathy.
Signer’s initials are not included in the stenographic reference.  Good News Messages- acceptance letter & unsolicited good news
Modified Block Style  Goodwill Messages- congratulations, appreciation, sympathy or
 It is used to attain a more balanced appearance, adapt the modified condolence, welcome and invitation.
or the semi-block style where the date, complimentary close and  Bad News Messages- refusal, apology, delaying action, unsolicited
signature are placed near the center of page. bad news
 The heading and dateline are slightly right of the center of the page.  Neutral messages- inquiry, acknowledgment, confirmation,
 All the parts are set with the left margin. introduction, complaint
 The complimentary close and signature are flush in line with the  Persuasive messages-sales, request, recommendation, application,
heading and dateline. collection letters
Semi-block Style Good News Messages
 It is similar to the modified block style, except for the paragraph  A good news message conveys a pleasant or favorable information
indention. to the receiver. It may grant a request (acceptance); it may
 Dateline is slightly placed to the right of the of the page. announce an upcoming sale or a new product (unsolicited good
 Inside address and salutation are set with the left margin. news); it may be used in internal communication to announce
 Paragraphs are indented. promotions, expansions, salary increases or improvements of fringe
 Complimentary close and signature lines are aligned with the benefits. Good news messages can increase employee morale,
dateline. promote customer goodwill and positively affect the reader.
 Reference initials are flush with the left margin.  Acceptance letters grant a request. These request may come from
Simplified Style customers, employees and others. An acceptance letter should
 The simplified style is gaining popularity because of the ease in convey enthusiasm .The reader should not feel that the writer is
typing it. It omits the salutation and complimentary close and all the being forced to accept.
remaining parts are in block style.  Unsolicited good news messages may announce new products or
 Whichever format you adapt, be consistent; do not mix the styles. services, reductions in prices, transfer of office, announcement of
 It omits the salutation and the complimentary close. promotions, salary increases. Such letters should also build goodwill
 All lines are flush with the left margin. for the company.
 Dateline is placed six spaces below dateline. Goodwill Messages
 Inside address is four spaces below dateline.
  They are written to communicate the writer’s concern and  Any offer which makes amends or undoes some of the damage
interest.Timeliness is important; goodwill can be lost if a message is caused by the error will probably remove to some degree the
received six weeks after an event. annoyance felt by the reader.
 The writer should promise to avoid a recurrence and thank the
 Congratulations letters/ messages are sent for accomplishments or reader for his tolerance and understanding of the situation.
special occasions.They can be sent to both individual &  Delaying Action is often written when an important letter of inquiry
organizations. To an individual, it could be on the occasion of his is received and the addresee is out of the country or the
attaining the highest sales, retiring after 30 years of service or information requested for is not yet available.
his/her marriage. In a business firm, it could be on its anniversary or  A letter delaying action should always be written before expiration
launching of a new product. of the deadline, or if possible as soon the letter of request is
 Congratulatory messages are personal, sincere and should focus on received and the recipient already knows that response will be
the reader from start to finish. delayed.
 Appreciation letters may be sent to a long standing, loyal customer,  Unsolicited bad news include announcements about price increases,
a faithful employee, to a guest speaker who agreed to attend a budget reductions and lay-offs.
function and to someone who has found a lost article and return it Neutral News Messages
to the owner.The writer should mention why the deed or  Inquiry letters are about a service, a product or a person. The writer
accomplishment is so appreciated and encourage further unusual should spell out what he needs and why he needs it, thank the
deeds. reader in advance and should close it by requesting action or a reply
 Sympathy/ condolence are difficult to write because it deals with from the reader by a reasonable deadline.
misfortune but when properly written, is also well- appreciated.  Acknowledgment letters should be written as promptly as possible.
 It should be brief, avoid dwelling on the tragedy that happened and Then the writer should detail what has been received and thank the
if appropriate, offer assistance if it can be realistically written. reader for having sent it.
 Welcome messages maybe used to greet new employees or sent to  Confirmation letters must give all the details: date, time, place
new customers with special offers, coupons, small gifts etc. prices etc. He should ask for a written or phoned confirmation.
 Invitation should include all the necessary details such as the date,  Introduction letter should include the name of the person being
time, place and suggested attire. introduced, some personal or business data about him and the
Bad News messages reason for the introduction.He should also say why the reader will
 These letters are those that are likely to be unpleasant, be pleased to meet this person.
disappointing or unfavorable to the reader.  Complaint letters include request for merchandise exchange, for
 A bad news message is difficult to write because the writer has to refunds on defective products, unsatisfactory service & for
retain the reader’s goodwill while at the same time conveying the correction of work.
bad news. Persuasive Messages
 Refusal letter- it is difficult to say “no”, the good letter writer is able
to say it firmly enough in a way that retains goodwill and makes the  Sales Letters refers to correspondence about service or product to
reader understand the reason for the negative reply. sell. Get the reader’s attention, maintain his interest and
 Apology-much as one tries to avoid errors, errors in business still reemphasize the benefits of the product & the service.
occur.  Messages during the reminder stage are very courteous because
 Frank aknowledgment in a letter of apology can be helpful. failure to make a payment is usually only an oversight.
 During the appeal stage, the writer should carefully analyze the
customer and select the type of appeal that will persuade him to
pay.