Introduction to Business Communication:
The Curse of Knowledge
Module 1 + lec1
Think and solve problems
Personal Management Skills
The application of written, oral, non-verbal and e-enabled communication in the creation and
management of wealth, profit and institutional value.
Successful Business Communication will: inform, request, persuade, and build goodwill
The primary purpose of business messages is building goodwill.
A form letter: is basically a pre-written template made for you but as your professional
responsibilities increase the more frequently you will have to use critical thinking
What makes a message effective? 5 c’s
Clear, concise, comprehensive, complete, and correct
Benefits of being a good writer
Saves time, money, energy and builds goodwill
Purpose: “what do I want to happen as a result of this message”
Audience: “who is my audience”
Context Types of Cognitive Bias
Fundamental Attribution Errors
What is the writing process?
– Gathering information / researching
– Composing / writing
– Getting feedback
Ideas that are:
Simple, Unusual, Concrete, Credible, Emotional, Stories
Commas and Period are ALWAYS placed inside the quotation marks.
Semi-colons and colons are placed outside the quotation marks.
The 3 A’s
Initial audience, primary audience and secondary audience, gatekeeper, watchdog
Sender: Encoding, Transmitting message through communication channel Receiver: perceives,
in order to receive it. Then it is important to decode the information. The response is Feedback.
Then there are things which influence every part of the process called noise.
Channel Overload; overload of messages in channel Personality
Introvert-extrovert: the source of one’s energy
Sensing-intuitive- How someone gathers information
Thinking-feeling: How someone makes decision
Judging-perceiving: The degree of certainty someone needs
Discourse community: A group of people who share assumptions about particular culture and
values. i.e. dress, how to behave etc
Strategy, Organization, Style, Document Design (bullet pts), Photographs and visuals
The 3,000 Year Old Art of Persuasive Communication
Oral, written, non-verbal and e-enabled communication which persuades or influences
o Well or Pleasantly Expressed
o Less offensive
o Poorly or unpleasantly expressed
o More offensive
Purpose, Audience, Context
Information, Benefits, Objections