B103F Business

Communication I
Week 2 Tutorial

Lesson Plan
Communication Objective
Communication Process

Gold

Coin Bank

Communication Objective

Communication Objective

General purpose
to

inform
to persuade
to initiate action

Communication Objective

Specific purpose
a

particular goal that you want to achieve

to inform

About what?

To whom?

the arrangements of a work meeting

coworkers

to inform the coworkers of the date, time and

venue of a work meeting
5

Communication Objective

Desired response
response

that communicator desires from

audience
to inform

specific

to inform the coworkers of the date, time and venue of a

work meeting

audience response

the coworkers will know/attend

6

Communication Objective
to

persuade
What idea?

To whom?

increasing the budget

The management

to persuade the management that it is necessary

to increase the budget

Communication Objective
to

persuade
specific

to persuade the management that it is necessary to

increase the budget

audience response

the management will understand

Communication Objective
to

initiate action
To do what?

By whom?

pay overdue bills (in two weeks time)

the client

to get the client to pay his overdue bills in two

weeks time

from the senders perspective sender-centred

Communication Objective
to

initiate action
specific

to get the client pay his overdue bills in two weeks time

audience response

the client will pay his overdue bills in two weeks time

10

Communication Objectives

Specific communication objectives:

Communication

channel

Target

audience
Desired response from audience
Can quantify anything that is measurable

e.g. specify the quantity of the product that you desire

Specify anything that is dated

e.g. Each day, by next year, by 26th Oct 2012

As a result of (Communication channel), (Target

audience) will (desired response from audience).

e.g. As a result of this letter, the vendor will exchange these

four boxes of defective supplies by the end of next week
11

Exercise

Communication objective:
Communication

Memo

Target

channel

audience

Department heads

Audiences

desired response

Complete their budgets following the correct format

Use Form 413
Submit budgets by 20 January

12

Exercise Communication Objective

Specific communication objective:

As

a result of my memo, my department

heads will complete their budgets
following the correct format and using
Form 413 [and submit them to me] by
20 January.

13

Communication Process
(Gold Coin Bank)

14

Communication Process

(physical and social)

15

Communication Process

8 + 1 components
8

essential components
sender: information source
objective: purpose for communication

message: ideas intended to be sent

16

Communication Process
channel: form of communication

receiver: audience

interpreted message: ideas received

17

Communication Process
effect/feedback: reaction of audience
environment: context e.g. social relationship,
physical environment

one undesirable component

noise: barriers

18

Rhetorical Model of Communication

8+1 components:
Objective
Sender
Message
Channel
Receiver

Interpreted

message
Effect / Feedback
Environment / Context
Noise

19

Gold Coin Bank

Sender
Marvin

Objective:
As

a result of the face-to-face conversation,

Raymond will improve his work performance,
especially letter writing skills.

Message
Marvin

is unhappy with Raymonds work

To advice Raymond how to improve his letter
writing
20

Gold Coin Bank

Channel
Speak face-to-face with Raymond

Receiver
Raymond

Interpreted message
Raymond interprets the message as Marvin is not
being fair to him

Feedback
Raymond is rude to Marvin
Raymond refuses to accept his advice
21

Gold Coin Bank

Context

Marvins

role and status in the company:

Supervisor of Raymond
General Manager

Marvins

relationship with Raymond:

Raymonds uncle

Noise
The

relationship between Marvin and Raymond

Difficult

for Marvin to be firm with Raymond

False expectation of Raymond that his uncle will
protect him
22

Rhetorical Model of Communication

8+1 components:
Objective
Sender
Message
Channel
Receiver

Interpreted

message
Effect / Feedback
Environment / Context
Noise

23

Gold Coin Bank

According to the Rhetorical Model of
Communication, Marvin is the sender and
Raymond is the receiver.
The message which Marvin delivers is:
firstly, he is not happy with Raymonds
work; secondly, he wants to give Raymond
some advice on how to improve his
writing.

24

Gold Coin Bank

Marvin speaks to Raymond in a face-toface meeting which serves as the channel

to convey his message. During the whole
conversation, Raymond only gives
negative feedback. He is rude to Marvin
and refuses to accept his advice.

25

Gold Coin Bank

The communication context is Marvins

position as Raymonds superior, and he
has more power and higher authority. At
the same time, he is Raymonds uncle, so
he is supposed to take care of Raymond.

26

Gold Coin Bank

The main noise that hinders their

communication is the relationship between
Marvin and Raymond. The relationship
may make it difficult for Marvin to be firm
with Raymond and cause Raymond false
expectation from Marvin thinking that his
uncle will protect him in all aspects.

27

Questions and Answers

28