BUSINESS COMMUNICATION Homework 1

Juan Anton C. Cadano

1. Communication Style and Process
Communication sending and receiving symbols in the minds of the participants;
not just an important activity but it also allows organizations to exist (lifeblood)
The communication process is broken down into several components:
A. Sender initiates the message (verbal / non-verbal); also known as the
communicator
B. Reciever receives the message from the communicator; also known as the
interpreter.
C. Message is the content being sent / received
D. Channel the means by which the message is being sent
can be in the form of spoken or written
E. Context setting or environment where the message is being conveyed
F. Feedback the response of the receiver that denotes success of the
communication
2

Forms of Communication
A. Oral
spoken / speech / auditory
meetings, interviews, group discussion, etc.
B. Written
visual in the form of reports, manuals, books, etc.

2. How do you communicate using the 5 senses?

A. Sight communication done through the eyes (facial expression, gestures and
posture / body language)
B. Hearing communication through speech; one person speaks while the other
listens / hears
C. Taste communication through the sense of taste which enables us to
distinguish different sensations through our tongue (sweet, sour, bitter and salty)
D. Touch communication through physical touch (hugging, touching, shaking of
hands, etc); feeling through the touch receptors
E. Smell sending / receiving signals through our sense of smell whether pleasant
or unpleasant (from cologne to cigarette smoke)
3. Insights for the detailed model
The communication is a 2 way process wherein there is a sender and a receiver.
Clarity of the message is crucial to the success of the communication process. Also, it
is also important that the correct medium is used to convey the message. For
example, simple messages should be conveyed through speech / oral communication
while complex messages should be conveyed through written communication
(memos, notes, etc).

4. What are the 3 roles and functions of the encoder?

Encoder
- is the sender of the message
- makes use of different symbols such as words / visual aids to convey a
particular message
- may be a group or individual in an organization
- factors like the views, background, knowledge will have a great impact on the
message that will be or is being sent
5. What are the 3 roles and functions of the decoder?
Decoder
-

is the receiver of the message

how the message is interpreted depends on the knowledge of the decorder
noise can be quite disruptive and may affect how the message is understood;
so the decoder has to be careful in dealing with these types of messages

6. Define the following: input, channel, feedback and output.

A. Input
- is the content / message that is being sent
- the verbal and non-verbal symbols used are important factors on how the
receiver interprets the message
B. Channel
- is the means by which the message is being sent
- can be in the form of spoken or written
C. Feedback
- is the response of the receiver to the sender to show the success of the
communication
- non-responsiveness to a message can also serve as feedback
D.

Output
-

receives the input

how the output is understood / interpreted depends on how knowledgeable
the receiver is to the message

7. What is the relationship between feedback and output

- Feedback is essential component to communication because it shows whether
or not the receiver (output) was able to understand / interpret the message as
intended by the sender
8. What are the Barriers to Communication?
The common barriers to communication are the following:
1.
2.
3.
4.
5.
6.

Perception / Bias
Information Overload
Inattentiveness
Time Pressure
Outside Noise
Emotions

7. Complexity of the Organizational Structure

8. Poor Memory Retention
9. Cite concrete examples on the Barriers to Communication in the workplace
and explain how they affect the communication. How do you cope with
these barriers?
Barriers to Communication in the Workplace
VERBAL
Scenario 1:
Barriers found:
1. Information Overload
2. Time Pressure
3. Poor memory retention
Handling escalations or irate
customers over email
- Because of the complexity of
the situation of the project,
details had been missed in
the previous meetings with
the client.
- Tight deadlines set by the
client
- Use of strong words to
assert themselves to the
service provider and
exclamation points (negative
tone)
- Long sentences or
statements are being used
to explain the situation

NON-VERBAL
Scenario 2:
Barriers found:
1.
2.
3.
4.

Emotions
Outside Noise
Inattentiveness
Perception / Bias

Handling very loud / short tempered

people over a conference call or
face to face conversation
-

Handling these types of

persons can be very
stressful and should be
handled with the utmost
care
Emotions are very high at
this point so paying
attention to detail is key
Also, the inability to
understand the situation can
make things worse.

Coping Mechanism(s):
1. Use Simple Language
2. Avoid Information
Overload
3. Flexibility when meeting
targets
-

Thank the customer for

raising their concern
(positive tone)
Discuss with them your
proposed solution
Come to an agreement on
the solution
Set a deadline for the
solution
Be more responsive and
proactive in handling the
situation
Conclude the discussion

Coping Mechanism(s):
1. Listen Actively
2. Stabilize the Emotional
State
3. Flexibility when meeting
targets
4. Eliminate bias
-

Diffuse the situation first by

communicating in a more
positive tone by
lowering vocal tone and slow
down the pace of talking
Put yourself in the situation
of the other person
Ask what they need and
propose a solution to the
problem
Set a deadline for the
solution
Be more responsive and
proactive in handling the
situation
Conclude the discussion

References:
(2013). Overcoming Communication Barriers. The Management Study Guide.
Retrieved from
http://www.managementstudyguide.com/overcoming-communication-barriers.htm
(2013). Importance of Communication. The Management Study Guide.
Retrieved from
http://www.managementstudyguide.com/importance-of-communication.htm
(2013). The Communication Process. The Management Study Guide.
Retrieved from
http://thecommunicationprocess.com/the-communication-process/
Hayes, P.H., & Baird Jr, J.E. (1999). Communication for Business and the
Professionals (7th Edition). McGraw-Hill