Alice Nandawula Mugisha

amugisha@cis.mak.ac.ug
Aim and Objectives of the Course
Aim: To develop effective Business
communication skills that can be applied to
interpersonal, organizational and external
contexts.
Objectives:
understanding the importance and the
difference types of Business Communication
To increase the
Listening
Speaking
Writing
effectiveness in business communication.
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Objectives of the Course cntd
Increase the knowledge and understanding of
- The process of effective communication
- The approaches to effective communication
- The relevance of the different
communication media to effective policy
communication

Intellectual Skills
- Ability to conceptualize the processes of
effective communication
- Ability to discern the different environments
and appropriating the relevant media to use

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Objectives of the Course cntd
Practical Skills
- Ability to develop communication
plans that will meet the needs of a
specific department or organization
- Ability to review policy documents
to facilitate effective
communication
Transferable Skills
- Effective writing skills
- Effective oral communication skills

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 Course Outline
 Overview of communications;
 Definitions
 Processes and types
 New technologies and communication
 Noise and barriers to effective
communication
 Communication in Business
 Verbal Communication
 Business Correspondence
 Effective Presentations
 Conflict Resolution
 Communication Networks
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 Course Outline cont’d..
 Communication Systems
 Communication Planning
 Effective Business Writing
 Report Writing

Disclaimer: I reserve the right to modify any of the above

information as necessary throughout the semester! Other
topics may come in.

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 References
1. Bovee, CIL, Thill,J.V.S Schatzman. B.e (2003).
Business communication Today, seventh edition,
New Dehl; Pearson Education.
2. Murphy, H.A, Hilderbrandt. H.W; and Thomas.J.p
(1997). Effective business communication, Boston,
Ma/ McGraw-Hill.
3. Online materials

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This week ...
Overview of communications;
 definitions,
 processes; and types;
 new technologies and communication,
 barriers to effective communication

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 Definitions
What is Communication?
The word communicate comes from the Latin
verb “Communicare” that means;
o to impart
o to participate
o and to share

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Definitions:
What Is Communication?
No Transfer of Meaning—No Communication
Influence of Mental Maps—Yes,
Communication

Communication is the process of sharing our

ideas, thoughts, and feelings with other people
and having those ideas, thoughts, and feelings
understood by the people we are talking with.
When we communicate we speak, listen, and
observe
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What Is Communication?
Conscious and Intentional
Nonverbal
Verbal
Unconscious and Unintentional
Nonverbal
Verbal

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 Basic Communication Model
For communication to exit there must be at least
four elements.
1. A sender / encoder
2. A receiver / Decoder
3. Message
4. Channel/Medium

Speaker encoding message decoding

listener

In successfull communication
sent =received
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 Communication Model

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 Basic Communication Model cont’d..
Encoder/ sender
 Encodes the message
 Chooses appropriate channel
 Solicits feedback
 Attempts to minimize the noise
Encoding: the process of transferring the information you want to
communicate into a form that can be sent and correctly decoded at the
other end
Decoder / receiver
 Decodes the message
 Practices active listening
 Provides feedback
Decoding: the process where the message is interpreted
for its content.

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 Communication Processes and Types

Types of
Communication

Verbal

Written

Non Verbal

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Communication Processes and Types
Verbal Communication
Spoken verbal communication, relies on both
words, visual aids and non-verbal elements
to support the conveyance of the meaning.
Includes discussion, speeches, presentations,
interpersonal communication and many other
varieties.

Non Verbal Communication (Body

language)
Facial expressions, gestures, paralanguage,
body language, distance, eye contact, touch,
and appearance


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Communication Processes.
In case of Verbal type of Communication,
look out for the following:
Verbal: What you say i.e. the message
Vocal: How you say i.e. Music or your
voice
Visual: How you seem and who you are

Most powerful element of communication is:

Visual
! Give importance to visual self, as much as
the knowledge and experience.

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 The Communication Process

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 New technologies and communication
Changes in web-based technology have made it
far easier for individuals to publish, access and
share information globally.
Web-based tools that have proven effective on
the internet are now making their way into
organizations enabled by intranets.
The rise of more accessible and easy-to-use
technologies are allowing employees to voice
their opinions and become more involved in
communication and decision making.
Business leaders will need to understand the
merits of new social software and how it can
benefit them and their organizations
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New technologies and communication
Evolution of Communication

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Barriers to effective communication
Sending:
Lack of gestures, tone of voice, ambigious words
!: Convey the importance of the message.
Environment:
Noise.Physical obstacles, inadequency of the
channels,
Receiving:
Misinterpretion of any word or behaviour,
perceptual filter which reflect all our past
experinces and learning

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Problems in Sending
using technical words for communication to
nontechnical people
forgetting that the visual and vocal elements
are the most important, words less.
Ignoring the situation, expectencies and
interests of the listener according to their
expertise.

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Noise in the environment
Noise creates distortions of the message and
prevents it from being understoood the way
was intended
Noises may be ringing telephones, honking
horns, messy, chaotic surroundings etc.
Time, inapropriate time may be an obstacle
to give message clearly.Friday afternoon is
not proper for a heavy meeting.

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Perception Problems
Listeners ability to understand.
Lack of attention, inattentive or bored
listeners
Emotional state, stress, fear, anxiety, anger,
Financial pressures
Prejudgements
Be sure that the receiver is “on”

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The importance of business
communication
Time is money&time has a cost
Time is limited with project
deadlines,workhours
Businesspeople are not our family or friends
Business is not a game or joke but serious
It is a half-diplomatic environment
We may need any person in our career path
with the nice memories about us.

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Summary
We have Covered;
 Definitions,
 Communication processes; and types;
 New technologies and communication,
 Problems affecting effective communication

Next week Communication in business

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