MGTB90 Business Communications Week 1 Reading Modules 1, 2, 4, and 5
Module 1 Introducing Business Communication
Why do we communicate?
- We communicate to connect.
- We communicate because of our innate need to make meaning.
- We communicate to identify and express ourselves, to get work done, to gain recognition,
and to make our lives meaningful.
- We communicate successfully when:
1. Take the time to consider consciously what results we want.
2. Adapt our message content, tone, and style to meet the needs of our audience.
- Successful communication usually includes elements of persuasion: we cannot get what
we want, unless and until we identify and satisfy the other persons wants.
How is business communication different?
- Business communication uses specific formatting and style conventions to get the job
- In business, time is money.
- The best business communication meets your audiences expectations of medium,
format, style, and tone- and achieves your purpose, as efficiently as possible.
What does business communication accomplish?
- Communication makes everything happen.
- Business communications oral, nonverbal, and written go to both internal and external
- Internal audiences are other people in the same organization like subordinates, superiors,
- External audiences are people outside the organization like customers, clients, suppliers,
unions, and etc.
What communication skills are integral to business success?
- Workers rely on their listening, reading, speaking, interpersonal, and writing skills to the
- You need to listen to others to find out what you are supposed to do, to learn about the
organizations culture and values, and to establish and maintain work relationships.
- You need to read a variety of informal and formal documents, including text messages,
emails, blogs, industry journals, newspapers, magazines, instructions, and reports in order
to keep current and keep learning. MGTB90 Business Communications Week 1 Reading Modules 1, 2, 4, and 5
- Your interpersonal communications skills connect you to the grapevine, an informal source
of organizational information.
- Networking and working with others inside and outside your workplace are crucial to
developing positive relationships, and to your personal and professional growth.
- When you write to inform, you tell or explain something to your readers; when you write to
request or persuade, you want your readers to do something.
- The primary purpose of business messages is to build goodwill with the reader: to create a
positive image of yourself, and of your organization, so readers will want to do business
How much will I really have to write?
- You will have to write a lot.
- First, assistants do not do the writing for you.
- To remain competitive in the business world, according to employers, Canadian
professionals need business basics that include communications, team building, report
writing, and preparing presentations.
- Second, using form letters or templates to write will not be as useful. A form letter is a
prewritten fill-in-the-blanks letter designed to fit only routine situations. The greater your
professional responsibilities, the more frequently youll face situations that demand
creative thinking and writing solutions.
- Third, even if youre being hired as an accountant and not a writer, you are still
responsible to write memos and email messages, and to work productively in small
- Fourth, if you just pick up the phone to avoid writing, then it didnt happen since it isnt
writing. Phone calls often require follow-up letters, memos, or email messages.
- People in organizations put things in writing to create a record, to make themselves
visible, to convey complex data, to make things convenient for the reader, to save money,
and to convey their own ideas effectively.
How much does correspondence cost?
- Business correspondence is very expensive and even more costly when it doesnt work.
- Writing costs money.
- Written correspondence emails, letters, reports, memos is an integral part of doing
business because if a $40,000 per year employee spends 2 hours a day reading, writing,
and managing emails, thats already a $9,000 annual cost.
- Writing goes through each managerial position.
- Poor correspondence costs even more because you would have to write a new one and
thus just wasting time. MGTB90 Business Communications Week 1 Reading Modules 1, 2, 4, and 5
Poor Writing is Costly
- Poor writing takes more time to read and interpret.
- It requires more time for revisions.
- It confuses and irritates readers.
- It delays action while the reader requests more info, or tries to figure out the meaning.
- In conclusion, poor messages damage business relationships.
What makes a message effective?
- Successful business correspondence builds goodwill by focusing on the reader.
- An effective, reader-centred business message meets 5 criteria:
1. The message is clear: the writer chooses the facts and the organization and
language to convey those facts that enable the reader to get the meaning that the
2. The message is concise: the writer conveys maximum meaning using as few words as
3. The message is comprehensive: the style, organization, and visual impact of the
message help the reader to read, understand, and act.
4. The message is complete: the reader has enough information to evaluate the
message and act on it.
5. The message is correct: the information in the message is accurate and is free of
errors in punctuation, spelling, grammar, word order, and sentence structure.
The Benefits of Becoming a Writer
- Good writing saves time, saves money, saves energy, and builds goodwill.
How do effective communicators begin to analyze business communication
- They consider the context.
- Before you write, speak, or read you need to analyze and understand the situation.
- Communication has consequences. To get the results you want, consider these questions:
o Whats the point? What information am I reading, imparting, or listening to, and
why is it relevant?
o Whats my purpose? What is the intended result? How can I make a favourable
impression? MGTB90 Business Communications Week 1 Reading Modules 1, 2, 4, and 5
o Whos my audience? What do they really know? What are their wants and needs?
o Where will the communication happen?
o When will the communication happen?
- PAIBOC questions to analyze business communication problems:
o P What are your purposes in writing?
o A Who is your audience?
o I What information must your message include?
o B What reasons or reader benefits can you use to support your position?
o O What objections can you expect your readers to have?
o C How will the context affect the readers response?
Module 2 Adapting Your Message to Your Audience
Who is my audience?
- Your audience may include more people than you think.
- A message may have 5 audiences:
1. The initial audience receives the message first and routes it to other audiences. They
usually tell you to write the message.
2. The primary audience will make the decision to act on your message.
3. The secondary audience may be asked to comment on your message or to
implement your ideas after theyve been approved. They can also include lawyers who
may use your message perhaps years later as evidence.
4. A gatekeeper has the power to stop your message before it gets to the primary
audience. For example, regulatory boards.
5. A watchdog audience has the political and social power. They pay close attention to
the transaction between you and the primary audience and may base future actions on
its evaluation of your message. The media, boards of directors, and members of
program advisory committees can all be watchdogs.
Why is audience so important?
- People need to know whats in it for them. Successful messages anticipate and meet the
- Audience focus is central to both the communication process and message analysis
Audience and the Communication Process