Business English Communication

Content
1. Nature and scope of communication
2. Non-verbal communication
3. Effective listening
4. Business presentation and public speaking
5. Conversations, Instructions
6. Meetings
7. Interviews
 References
Ashley, A., Commercial Correspondence, Oxford
University Press, 2006
Meenakshi R., Prakash S. - Business
Communication, Oxford University Press, 2007
Nicolae, M., Commercial Correspondence,
Editura Universitara, Bucuresti, 2005
Tanasie, A., Business English Communication
and Commercial Correspondence, Editura
Universitaria, Craiova, 2007
 Examination

• Case studies for every chapter – seminar

activity
• Take-away exam
• Written exam
• Presence to course and seminars
 Chapter 1
Nature and Scope of Communication
• Business efficiency – capacity to communicate
efficiently
• Contents: - identifying the problem
- finding solutions
- co-ordinating people and activities
- developing products and services
- developing relationships
 Definitions
Communication=
• The process of enhancing information, usually
through a common system of symbols
• The process by which information and feelings are
shared through an exchange of verbal and non-
verbal messages
• Successful transmission of information through a
common system of symbols, signs, behavior, speech,
writing etc.
• Creation of shared understanding through
interaction of two or more agents
 Communication
• Detection and correction of miss-understandings

• Interactive process
 The Mehrabian Model
Effectiveness of spoken communication:
- 7% of meaning is in the spoken words
- 38% of meaning is paralinguistic
- 55% of meaning through facial expression
 Busines Communication
• Organisation (firm)
• Communication allows management and
supervising
• Complexity of the organisation ->
communication is critical
 Business Activity
• Internal
- Maintaining relations with employees
- Giving orders to workers
- Announcing firms policy
- Reporting to authorities
• External
- Sales
- Purchase
- Reporting to authorities (government, etc.)
 Business Communication
• Deals with commercial and industrial subjects
• Formal elements
• Impartial and objective
• Complex techniques and procedures

- Effective – the use of effective language to

convey a clear business message and achieve
a predetermined objective
 Characteristics of Business
Communication
• Two-way traffic
• Continuous process
• Short process
• Requires proper understanding
• Leads to achievement of organizational
objectives
• No misunderstanding
Benefits of Effective Communication
Better
professional
image Increased
Better quality
of documents productivity

Better
Less
decision
missunderstanding
making

Icreased Effective
awareness Communication Quiker
among problem
employees solving

Better Better
customers’ business
relationships relationships
 Functions of Communication
• Information
• Control
• Motivation
• Emotional expression
 Manager’s Roles

Interpersonal Informational Decisional

Figurehead Monitor
Entrepreneur
Leader Disseminator
Disturbance
Liaison Spokesman handler
Resource allocator
Negociator
 The Process of Communication
• Step 1: Sender conceives the idea
• Step 2: Sender chooses symbols -> encodes ->
formulates the idea
• Step 3: Sender sends the message through a
channel
• Step 4: Receiver receives the message
• Step 5: Receiver decodes symbols
• Step 6: Receiver sends answer
 The Process of Communication
Components Functions/Nature

Sender Selects, composes

Message Verbal, non-verbal,

combination
Channel Oral, written

Receiver Identifies, comprehends,

interprets
Response and feed-back Verbal, non-verbal,
combination
 Organisational structure and type of
messages
Instructions
Information
President and directives

Manager Manager

Workers

Co-ordination
 Business Communication
• Communication
- Upward
- Downward
- Horizontal
- Spiral or diagonal