Download Business Communication: A Practical Guide with Exercises and more Exercises Effective Business Communication in PDF only on Docsity!
Assignment 1: Part 1
Imagine that you have been hired to make “cold calls” to ask potential customers whether they
are familiar with a new restaurant that has just opened in your neighborhood. Write a script for
the phone call, considering all the components of an effective communication model (such as
sender, receiver, key message, encoding, decoding, noise, etc.)
Abstract
Communication process consists of some interrelated steps or parts through which messages are sent form sender to receiver. The process of communication begins when the sender wants to transmit a fact, idea, opinion or other information to the receiver and ends with receiver’s feedback to the sender. The main components of communication process are sender, message, channel, receiver and feedback.
The Business Communication Process
Myself: Hi, this is Vipin here from ABC research group. Am I specking with John?
NoiseNoise
Myself: Thanks, Would you go ahead and recommend this restaurant to your family and friends?
John: Of course. It’s a nice place!!
Myself: Thanks for sharing your thoughts about this place John. Have a wonderful day ahead!
John: You’re welcome. Have a good one to you too!!
Assignment 1: Part 2
Make a list of business communication messages you observe for a one hour period of time.
Rationalize any 5 of these messages.
Message 1: Positive Business Message
I am delighted to tell you that you have been selected for the position of senior programmer analyst
Rationale: This type of message specifically applies to employees and to clients as well. For employees, this is done by commending an employee for a job well done or to the sales team for having reached the month’s quota. For clients, this is to send out a message showing an appreciation for doing business with the company. This can also serve when advertising for a job hiring.
Message 2: Passive aggressive message
" Let me clarify ."
Rationale: Often used as a lead-in to a more detailed or more explicit explanation of something the sender has said before.
Translation: “You completely misunderstood my last message.”
Message 3: Ambiguous Business Message
In today’s multicultural environment, where people are working for the same process in different time zones, there are times when someone asks us for the right time to have a conference call.
A message like “I am available between 9:00 am to 10:00 am” is ambiguous since it doesn’t contain information about the time zone we are referring to and days of the week/ any specific day.
Noise
Acceptable Answer: “I am available between 9:00 am – 10:00 am (EST) next Monday and Wednesday, please schedule a meeting accordingly”
Message 4: Ambiguous Business Message
“ I will send out the reports as soon as possible ”
Rationale: The above message is again ambiguous and can bring confusion the in entire communication process. A tangible message can be:
“ I will send out the reports by 5:00 pm today ”
Message 5:
Abstract: “ Thanks in advance ”.
Rationale: The meaning of the message comes out to be “ I'm already thanking you for doing me this favor, even though you haven't yet agreed to it. Therefore, you must do it ”. Therefore, we should avoid using such type of messages in workplace.
Assignment 1: Part 3
Recall a time when you gave a speech in front of a group. How did you feel? What was your experience? What did you learn from your experience?
If you were asked to get the attention of your peers, what encoding & key message would you choose and why?
If you were asked to get the attention of someone like yourself, what encoding & key message would you choose and why?
Does the communicator have a responsibility to the audience? And, does the audience have a responsibility to the speaker? Why or why not?
Recall one time you felt offended or insulted in a business conversation. What contributed to your perception?
Use of more familiar words – Just so we are on the same page. Concrete messages – to avoid confusion.
Does the communicator have a responsibility to the audience? And, does the audience have a responsibility to the speaker? Why or why not?
I believe both communicator and the audience have responsibilities towards each other. A speech is not unidirectional. It isn’t a thing that the speaker “delivers” to a passive audience. A speech is a participatory event, like (and unlike) a conversation, which requires mutual engagement and interaction.
Speaker responsibilities towards audience:
- To prepare a speech that is clear, thoughtful, accurate, and fair; that addresses the audience’s and, sometimes, the organization’s interests; and that seeks to achieve an objective that will benefit both the audience and the speaker.
- To deliver that speech with as much enthusiasm, presence, and a sense of connection as possible.
- To respond to real-time events and developments (a last-minute change in schedule, a technical failure, an unexpected but still understandable shift in the audience’s priorities or needs).
Audience responsibilities towards speaker:
- To show up physically, mentally, and emotionally, on time and ready to go.
- To engage both the speaker and others in the audience, actively listening to and evaluating the speaker’s message and intent, asking questions and offering input when appropriate.
- To be respectful and courteous.
Recall one time you felt offended or insulted in a business conversation. What contributed to your perception?
One occurrence which I can recall right now when I felt insulted was over a conference call with my clients and manager. Client asked me about the details of a particular project that I was not part of. Instead of saying that “I am not part of the project”, I said “I am sorry; I don’t know the details of the project”. Client criticized me for not knowing the details. I had my own lesson learned for this instance.
- Be clear.^ Think through what you want to communicate ahead of time. Present view of what happened simply so that the other person can understand where you are coming from.
- Communicate to express, not to impress.
- Be congratulatory. The goal of bringing your offense to someone else is not to make them feel bad but to clear things.
