Module 4

GROUP 3
MODULE 4
BUILDING WRITTEN
COMUNICATION SKILLS
What is communication?
It is a two-way process of reaching mutual understanding, in which participants not only exchange
(encode-decode) information, news, ideas and feelings but also create and share meaning. In general,
communication is a means of connecting people or places. In business, it is a key function of
management--an organization cannot operate without communication between levels, departments and
employees.
Process of Communication
1. Sender (idea)
2. Messages (encode)
3. Transmission (signals, channel)
4. Recipient (decode)
5. Recipient (meaning)
6. Feedback
The Importance of Communication in Business

It is an essential part of the work in any organization.
Two Main Forms of Business Communication
Internal communication.
All communication that occurs in the workplace.

Types of internal communication
Downward communication. Originate from the superior
Upward communication. Come from the employees going up to the superior
Horizontal communication. It is between or among peers or people in the organization having the same
rank or position.
External communication.
Communication written outside an organization or workplace.
Methods of Communication
Various studies tell us that in a conversation or verbal language:
Words are 7-10% effective
Tone of voice is 38-40% effective
Nonverbal clues are 45-50% effective
1. Verbal communication
Verbal communication depends on words and sounds. The pitch of the voice is a part of the
verbal communication.
Follow these guidelines to speak with confidence:
Listen and watch for verbal and nonverbal feedback.
Choose your words carefully when the topic you are discussing is sensitive.
Encourage the other person to talk; communication is a two-way process.
Give the other person your undivided attention.
Avoid talking incessantly.
Summarize the important points in logical order and give the listener a chance to ask questions
at the end of a conversation.
2. Interactive, mobile, and instant communication
Technologies that provide instant communication such as e-mail, instant messaging, text
messaging, voice mail, cell phones, and wireless networks are common.
3. Written communication
The rules that apply to letters and reports also apply to e-mail and instant messages.
4. Nonverbal Communication
Nonverbal communications are messages are conveyed without the use of words.
The following are ways people use to interpret nonverbal meanings:
Image. The way you dress creates an image to others and sends a message to customers
and colleagues.
Personal space. Personal space refers to the distance at which one person feels comfortable
talking to another.
Eye contact. A person shows confidence and interest with eye contact by looking directly
into someone else’s eyes when speaking with him or her. Eyes are one of the most
important nonverbal language tools.
Posture. The way you stand, sit, and walk, tells others a story and can convey your level of
confidence.
Facial expressions. The face is the most expressive part of the body. It is capable of many
expressions that reflect our attitudes and emotions.
Some of the barriers to effective communication
It can be literal noise, such as a radio or a jackhammer on the street outside. This is called
external noise. Or, it could be internal noise, which would include the receiver’s own thoughts
or prejudices and opinions. Physiological noise interferes with communication as well. .
Feedback can be verbal expressions or body language, such as a simple nod of understanding.
The perception of the receiver is very important.
Barriers to Communication
1. Missing the meaning. Some reasons for lack of understanding the message:
language was too difficult
the method used to send the message was flawed
the recipient failed to listen carefully or perhaps had bias against the sender
2. Differing interpretation. Interpreting a person’s meaning differently than he or she meant is

another common barrier.
3. Using unfamiliar words. Using unfamiliar words to the other person prevents him or her from
understanding your message.
5. Emotional or physical distractions. How one feels or physical distractions such as faulty
acoustics, poor lighting, or bright colors can affect a person’s mood.
Not listening. Not listening is the greatest barrier to effective communication. When you
are an active listener:
You show the other person you care and want to understand
You show the other person you accept and welcome him or her to talk to you
It fosters more meaningful, more helpful, closer relationships
It may reduce prejudice or negative assumptions about others
Others will enjoy talking to you and will open up more
Communicating Across Cultures

1. Learn common greetings and responses.
2. Use simple English.
3. Speak slowly and enunciate clearly.
4. Watch for blank stares.
5. Ask the listener to paraphrase.
6. Accept blame for misunderstanding.
7. Listen without interrupting.
8. Follow up in writing when negotiating.
9. Observe nonverbal messages.
For Written Messages:
1. Use familiar formats.

2. Respect titles and ranks.
3. Use short sentences and paragraphs.
4. Use correct spelling, grammar, and punctuation.
5. Follow all the guidelines for writing effective business messages.
2. Writing Effective Business Messages

An effective business letter:
Focuses on a single purpose
Is written from the reader’s viewpoint
Conveys a meaningful message through completeness, correctness, coherence, conciseness,
clearness, and courtesy
Reflects a positive, sincere, and appropriate tone
Is expressed in an interesting style through the use of natural, vivid, and varied language
Letters
Routine letters
Appointment
Routine requests, inquiries, and orders
Routine replies
Acknowledgments
Cover letters
Follow-up letters
Appreciation letters

Letter formats
Full block letter style. Every line from the date to the reference initials begins at the left margin.
Modified-block letter style. The date, complimentary close, and signature lines begin at the center
of the page and are keyed to the right of center.
You need to give sample of the business correspondence
Standard memorandums
When asked to write a memo, use the following guidelines:
Use a standard format
Write informally
Keep the memo to one page
Make sure the memo covers only one topic
Use lists whenever possible to itemize for easier reading
Informational reports
An informational report tells the reader about a topic, idea, issue, or event, and the information
presented without analysis or recommendation.
types of informational reports:
Trip reports. Trip reports are often summarized in an e-mail memorandum or standard
memorandum identifying the even (date, time, location), outlining three to five key points (how the
trip benefited the company), and itemizing expenses incurred as required (may be on a separate
sheet or travel expense form).
Progress reports. This is also called, interim reports, describe for internal or external readers ongoing
projects to bring them up-to-date on the status of a project, plan, or some activity.
Periodic reports. This is sometimes called activity reports, which help management keep up with
company operations.
Investigative reports. These are created about a specific topic, situation, or even based on research,
without including interpretation
Preparing Documents for Distribution
Proofreading. All communication must be proofread and, if necessary, corrected. You can use
proofreader’s symbols when editing hard copy.
Submitting Letters for Signature
Before you put a letter in an envelope:

Glance at the signature to ensure it has been signed.
Verify the enclosures and at the same time make a check mark on the file.
Make certain the addresses on the envelope and on the letter are the same.
If your manager has written a note on a letter, photocopy if for the file.

Addressing an Envelope
The information in the inside address on an external letter and the address on the envelope should
be identical. Demonstrating Ethics in Writing
Many businesses today have a written code of ethics in business practices to ethics in receiving and
writing
Use the following guidelines:

Make certain the information included in your writing is correct.
Keep all confidential information away from the prying eyes.
Make certain the information you write is your own.
Never violate copyright laws.
Maintain integrity in your communications.

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GROUP 3

The Importance of Communication in Business

Two Main Forms of Business Communication

All communication that occurs in the workplace.

2. Interactive, mobile, and instant communication

2. Differing interpretation. Interpreting a person’s meaning differently than he or she meant is

Communicating Across Cultures

1. Use familiar formats.

2. Writing Effective Business Messages

Preparing Documents for Distribution

Before you put a letter in an envelope:

Use the following guidelines:

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