BUSINESS COMMUNICATION

Course Objectives:

Upon successful completion of this course students will be able to:

• Write e-mails, memos, and business letters with different tones and for
different purposes

• Understand the importance of being an effective business communicator in

today’s changing workplace

• Communicate effectively with colleagues in meetings by employing individual

strengths and implementing knowledge of different working styles

• Deliver professional oral presentations

• Write a polished resume and cover letter and effectively prepare for and
participate in interviews

IMPORTANCE OF EFFECTIVE COMMUNICATION IN BUSINESS

Effective communication plays a crucial role in the success of any business. It

serves as a foundation for building strong relationships, fostering teamwork,
and ensuring that ideas and information are conveyed accurately and clearly.
By communicating effectively, businesses can enhance productivity, minimize
misunderstandings, and maintain a positive reputation both internally and
externally.

Key Elements of Effective Business Communication

a. Clarity: Clear and concise communication eliminates ambiguity and ensures

that the intended message is understood correctly. Using simple language,
avoiding jargon, and organizing information logically contribute to clarity in
business communication.

b. Active Listening: Effective communication is a two-way process that involves

not only conveying information but also actively listening to others. Actively
listening to your employees, colleagues, and clients fosters understanding,
encourages collaboration, and helps build trust.

c. Non-verbal Communication: Non-verbal cues such as facial expressions,

body language, and tone of voice can greatly impact how a message is received.

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Paying attention to these cues and aligning them with the intended message
can enhance the effectiveness of communication.

d. Feedback: Encouraging feedback from others and providing timely feedback

yourself allows for continuous improvement in communication. Constructive
feedback helps identify areas of improvement and strengthens relationships by
addressing concerns or misunderstandings promptly.

Modes of Business Communication

a. Written Communication: Written communication encompasses emails,

reports, memos, letters, and other written forms of correspondence. It is
important to ensure that written communication is clear, concise, and
professional to avoid misinterpretation.

b. Verbal Communication: Verbal communication includes face-to-face

conversations, phone calls, video conferences, and presentations. It is essential
to choose appropriate language, tone, and delivery style when engaging in
verbal communication to convey messages effectively.

c. Visual Communication: Visual aids such as charts, graphs, presentations,

and videos can enhance the clarity and impact of communication. Well-
designed visuals can simplify complex information, engage the audience, and
facilitate understanding.

d. Digital Communication: With the increasing use of technology, digital

communication tools such as instant messaging, video calls, and social media
have become prevalent in business. Understanding the conventions and
etiquette of digital communication is crucial for maintaining professionalism
and avoiding misunderstandings.

Overcoming Communication Barriers

Communication barriers, such as language barriers, cultural differences,

distractions, and information overload, can hinder effective communication in
business. To overcome these barriers, businesses should promote cultural
sensitivity, provide language support when necessary, minimize distractions in
the workplace, and use communication tools that streamline information flow.

Ethical Considerations in Business Communication Maintaining ethical

standards in business communication is essential for building trust,
credibility, and long-term relationships. Businesses should respect

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confidentiality, avoid deceptive practices, and ensure that their communication
aligns with legal and ethical guidelines.

Writing emails and memos

Emails

Electronic mail, more commonly referred to as E-mail, is written

communication just like memos and letters. The primary difference is the
method of transmission. E-mail messages are sent instantly through the
internet via the modem on your computer and the modem in the recipient’s
computer.

The use of E-mail today is so quick, easy and inexpensive that its use is
increasing at a phenomenal rate. In order to ensure that communication via E-
mail is appropriate, follow the following guidelines:

1. Use the correct address: one typographical error in the address means that
your E-mail will not be delivered; therefore, always check the accuracy of an
E-mail address.

2. Use a greeting: use a greeting to personalize the E-mail message.

3. Use a subject line: subject lines identify the main content of the email. They
should be concise phrases that clearly identify the content of the message.

4. Limit the length, topics and recipients: limit your E-mail message to one
topic, which makes writing a subject line much easier. E-mail messages are
supposed to be brief and should be a maximum of about 25 lines of text.
Send the E-mail only to those who need the information. Information
overload and E-mail overload have a negative effect on productivity.

5. Watch the tone of your E-mail: E-mail recipients could have trouble
capturing the emotions in your E-mail. Therefore, avoid sarcasm in any
form of written communication since it can be misinterpreted. Do not use
all-capital letters in your E-mail as it is considered as shouting to your
reader.

6. Use a closing: sign out appropriately at the end of your E-mail message.

7. Check spelling and grammar: always read and proofread your E-mail before
sending it. If your message contains errors, people may assume that you are
uneducated. After all, misspelled words are a turnoff and do not convey a
professional image.

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8. Do not send confidential information: E-mail is not always private or
confidential. A good rule to follow is: Do not send anything by E-mail that
you wouldn’t be willing to have published in the Daily Nation newspaper.

9. Know your company policy: find out what your company’s policy on E-mail
is and follow it. This is critical in a professional environment since your
company owns the E-mail system.

10. Spamming: this is sending unsolicited E-mail, particularly advertisements,

to others. It is the electronic version of junk mail. Such mail is a turnoff.

11. Reply to E-mails: responding or not responding to E-mails is a form of

communication too! It is common courtesy to, and unprofessional to ignore,
an E-mail that asks for a response.

12. Attachments: it is best to inform your recipient that your are attaching a file
to an E-mail and disclose what the attachment it, especially with the
increase in computer viruses.

13. Viruses: this is a self-replicating code planted illegally in a computer

program for the purpose of damaging or shutting down a system or network.
Unfortunately, it is through attachments to E-mails that many computer
viruses are spread to other computers. If you do not know the sender or you
are not expecting an attachment, be cautious opening it.

1.1.1 Memos

Originally the word ‘memorandum’ came from the Latin memorare – to

remember- and meant literally ‘a thing to be remembered’. However, memos
now have a rather wider use in business than simply a memory aid as, together
with the telephone, they have become the main method of internal
communication within organizations. Their use provides written record.

Memos are also a logical way to coordinate the efforts of many people within an
organization – especially large and diverse organizations and for those who do
not have access to E-mail.

There can be no fixed rules about the style of language which is appropriate for
an internal memorandum. It will depend on several factors such as:

a) Nature of the message – information, enquiry, request, reprimand,

congratulations and so on.

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 b) Context of the message – potential reaction of the reader, what has gone
before, how much the recipient knows already, urgency of the situation
and priority of any action required – routine, emergency, crisis, follow-up
instructions to all staff and so on.

c) Status and personality f the recipient – position in the organization,

known tastes and attitudes on written style and methods of working,
technical/practical background, educational level and so on.

d) Relationship between sender and recipient – friendly, distant, informal,

formal and so on. (A neutral tone may be necessary where there will be
several recipients.)

The following are the advantages of Memos:

1. Memos are quick: using technology can reduce the time needed to write and
send memos. Many software programs include memo templates that make it
easy to compose a memo. By using E-mail and fax machines, a writer can
quickly transmit memos to recipients.

2. Memos are inexpensive: compared with telephone calls and meetings,

memos are a cost-effective way to transmit messages within an organization
because all recipients receive the same information.

3. Memos are convenient: memos offer access to people who are not seen on a
regular basis. Memos also minimize interruptions for the receiver. In
addition, reading a memo requires less time than a phone call or a personal
visit.

4. Memos are a written record: memos serve as a written record for both the
reader and the writer. They can clarify instructions or information given
orally and can help prevent misunderstandings.

Sample of a Memo

MEMO

TO: MANAGING DIRECTOR

FROM: MERCY BURIA-MIRINDI – TRAINING MANAGER

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SUBJECT: INDUCTION TRAINING PROGRAMME

DATE: 15TH SEPT 2010

CC: PROGRAMME TUTORS; CENTRE OFFICERS

Following your secretary’s telephone call, I am enclosing a draft

programme for the induction course we are proposing to hold from 15th to 20th
September 2010.

You will see that following your agreement to speak to the new staff, I
have provisionally arranged f or your session to start at 2.00p.m. on 17th
September 2010.

I would like to be able to finalize the arrangements fairly soon and

would therefore be grateful if you could confirm that 17th September is still
convenient for your, and let me have your comments on the programme by end
of this week if possible.

Yours Faithfully,

(Sign here)

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Mercy Buria-Mirindi

Training Manager

Purposes of e-mails and memos

Memos and E-mails are used for a variety of purposes. The main purposes are
to request, to inform, to report, to remind, to transmit and to promote goodwill.

1. To request

Use memos or E-mails to ask for information, action or reaction. Messages

written for this purpose take the direct approach as in the following examples:

▪ We need a list of your new products, in order to advice our clients.

▪ Please make arrangements for a one-day seminar for all trainees.

▪ Please review this proposal and give me your comments about it.

2. To inform

Use memos to communicate procedures, policies and instructions. If the

message contains good news, use the direct approach; if the message contains
bad news, use the indirect approach. For example:

▪ Our fire safety procedure requires immediate assembly by all people at a

designated fire assembly point.

▪ Company policy does not permit the removal of company property

outside its premise.

▪ You will need your national ID card to access the building.

3. To report

Use memos or E-mails to convey organized data such as schedules, sales

figures, names of clients. For example:

▪ Below is our schedule for the completion of the renovation of the KeMU
Towers.

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 ▪ Here is a list of the students who will attend the inter-university athletic
competition.

4. To remind

Use memos or E-mails as reminders about deadlines, important meetings etc.

such reminders should be both brief and use the direct approach. For example:

▪ The new students’ orientation will take place on 20th August 2010.

▪ Our appointment with the insurance sales person should be on your

calendar for Monday, April 3, 2010 at 2p.m in the board room.

5. To transmit

Use memos or E-mails to tell readers about an accompanying message. The

message should describe, explain or simply identify the attachment or
enclosure. For example:

▪ Attached are the handouts for the previous class discussions.

▪ Enclosed, please find my resume for your perusal.

6. To promote goodwill

Use memos or E-mails to establish, improve and maintain goodwill. These

messages can congratulate, welcome or convey appreciation. For example:

▪ Congratulations on your promotion!

▪ Welcome to KCA, where the Future is!

▪ Thank you a job well done!

WRITING APPLICATION LETTERS

When sending a company your resume for a job or internship, always include a
letter of application. Your application letter should contain information on the
position you are applying for and your qualifications for the job. It should be
properly organized, formatted and spaced so it's readable and makes the best
impression on the hiring manager.
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Here are guidelines to follow when writing a letter of application for
employment.

Letter of Application Guidelines

Length: A letter of application should be no more than one page long.

Format: A letter of application should be single-spaced with a space between

each paragraph. Use about 1" margins and align your text to the left, which is
the standard alignment for most documents.

Font: Use a traditional font such as Times New Roman, Arial, or Calibri. The
font size should be between 10 and 12 points.

How to Organize a Letter of Application

Header: A letter of application should begin with both you and the employer's
contact information (name, address, phone number, email) followed by the
date. If this is an email rather than an actual letter, include your contact
information at the end of the letter, after your signature.

Salutation: Begin your letter with "Dear Mr./Ms. Last Name." If you do not
know the employer's last name, simply write, "Dear Hiring Manager."

Introduction: Begin by stating what job you are applying for. Explain where
you heard about the job, particularly if you heard about it from a contact
associated with the company.

Briefly mention how your skills and experience match the company and/or
position; this will give the employer a preview of the rest of your letter.

Body: In a paragraph or two, explain why you are interested in the job and why
you make an excellent candidate for the position. Mention specific
qualifications listed in the job posting, and explain how you meet those
qualifications. Do not simply restate your resume, but provide specific
examples that demonstrate your abilities. You can either write about these
specific examples in complete sentences or in a bulleted format.

Closing: Restate how your skills make you a strong fit for the company and/or
position. State that you would like to interview and/or discuss employment
opportunities. Explain what you will do to follow up, and when you will do it.
Thank the employer for his/her consideration.

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Signature: End with your signature, handwritten, followed by your typed
name. If this is an email, simply include your typed name, followed by your
contact information.

Proof and Edit Your Letter

Remember to proof and edit your letter before sending it. It may sound silly,
but also be sure to include the correct employer and company names - when
you write many letters of application at once, it is easy to make a mistake.

If you are applying to a job in advertising or another field that emphasizes

creativity, you might be able to be more flexible with these guidelines. However,
think closely about the position and the company before deviating drastically
from this format.

SAMPLE OF AN APPLICATION LETTER

Your Name
Your Address
Your City, State, Zip Code
Your Phone Number
Your Email

Contact Name

Title
Company Name
Address
City, State, Zip Code

Dear Contact Person:

REF: XXXXXXXXXXXXXXXXXXXXXXXXXXXXX

I'm writing to express my interest in the Web Content Specialist position listed
on Monster.com. I have experience building large, consumer-focused health-
based content sites. While much of my experience has been in the business
world, I understand the social value of the non-profit sector and my business
experience will be an asset to your organization.

My responsibilities included the development and management of the site's

editorial voice and style, the editorial calendar, and the daily content
programming and production of the web site. I worked closely with health care
professionals and medical editors to help them provide the best possible

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information to a consumer audience of patients. In addition, I helped
physicians learn to utilize their medical content to write user-friendly, readily
comprehensible text.

Experience has taught me how to build strong relationships with all

departments at an organization. I have the ability to work within a team as well
as cross-team. I can work with web engineers to resolve technical issues and
implement technical enhancements, work with the development department to
implement design and functional enhancements, and monitor site statistics
and conduct search engine optimization.

Thank you for your consideration.

Signature (hard copy letter)

FirstName LastName

Use the application letter format below as a guideline to create

customized application letters to send to employers.

Name
Address
City, State, Zip Code
Phone Number
Email Address

Date

Employer Contact Information (if you have it)

Name
Title
Company
Address
City, State, Zip Code

Salutation
Dear Mr./Ms. Last Name, (leave out if you don't have a contact)

Body of Application Letter

The body of your application letter lets the employer know what position you
are applying for, why the employer should select you for an interview, and how
you will follow-up.

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First Paragraph
The first paragraph of your letter should include information on why you are
writing. Mention the job you are applying for and where you found the job
listing. Include the name of a mutual contact, if you have one.

Middle Paragraph(s)
The next section of your application letter should describe what you have to
offer the employer. Mention specifically how your qualifications match the job
you are applying for. Remember, you are interpreting your resume, not
repeating it.

Final Paragraph
Conclude your application letter by thanking the employer for considering you
for the position. Include information on how you will follow-up.

Complimentary Close

Sincerely,

Signature

Task for private research

1. Assuming your were part of the team that visited the a children’s home last
Saturday. Write a report to your boss about the visit.

2. Write a notice to your employees concerning cholera out brake

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