KENYA METHODIST UNIVERSITY

BUSINESS COMMUNICATION

BUSS O25

BUSINESS COMMUNICATION

CONTINOUS ASSESMENT TEST (CAT)

ANSWER ALL THE QUESTIONS

1)Mention five traits of an active listener (5mks)2) For the communication process to materialize, it is essential that the basic elements of communication be identified. These elements are (5mks)3) mention the advantages of formal communication (5 mks)

4) mention and explain the disadvantages of formal communication (5mks)

5) Accomplishing any task with excellence is always a function of mastering the basics. The five communication basics all of us have to follow are (5mks)

6) Research studies shows that our listening efficiency is no better than 25 to 30 per cent. That means the considerable information is lost in the listening process. Why? The common faults to listening are (5mks)Mention five traits of an active listener

Does not finish the sentence of others.

Does not answer questions with questions.

Is aware of biases. We all have them... we need to control

them.

Never daydreams or becomes preoccupied with ones own

thoughts when others talk.

Lets others talk.

Does not dominate the conversation.

Plans responses after the other persons have finished

speaking, not while they are speaking.

Provides feedback, but does not interrupt incessantly.

Analyses by looking at all the relevant factors and asking

open-ended questions.

Keeps the conversation on what the speaker says...not on

what interests them.

Takes brief notes. This forces one to concentrate on what is

being said.

2) For the communication process to materialize, it is essential that the basic elements of communication be identified. These elements are (5mks)

Sender/ Encoder/ Speaker Receiver/ Decoder/ Listener

Message

Medium

Feedback

Activity

3)mention the advantages of formal communication (5 mks)

Satisfy the information needs of the -organization - Formal

channels of communication are designed to cater to the

informational needs of the organization, i.e., when and

where, what kind of information is required and who is to

provide it. Thus the formal communication channels are

needed for the very reason of activating information flow in

the organiza-tion.

2. Integrates the organization - Formal communication

channels work as linking wires in a big sized organization,

and thus integrate its functioning.

3. Coordination and control- By providing required

information at right time to right places, the formal

communication networks greatly facilitates coordination and

control in the organization.

4. Sorts the information for high-level executives - Formal

communication channels facilitate the flow of selective

information to the top executives. Otherwise they will be

finding themselves in the midst of all relevant and irrelevant

information.

5. Restricts unwanted flow of information - When a person is

supposed to formally communicate some information to

some authority, that itself has a restrictive implication that he

need not disseminate this information anywhere else.

6. Reliability and accuracy of information - When information

moves through formal channel, it has to have some basis to

substantiate it. It is any time more reliable and accurate than

the informally obtained information.

4) mention and explain the disadvantages of formal communication

1. Time consuming and expensive - Since formal

communication channels involve lot many levels,

information takes time to travel across. More-over, paper

work, involvement of executives time, and other facilities

required for the communication network make it an

expensive proposi-tion.

2. It increases the workload of the line supervisor - Since most

of the reporting goes from down to up, generally line

supervisor is the person who has to devote a good deal of

time because in forwarding information, under formal

channels. This leaves him with little time to perform other

organizational functions properly.

3. Information may get distorted - There are dangers of

messages being lost, filtered or distorted as they pass

through many points.

4. Creates gaps between top executives and lower subordinates

- Formal communication channels reduce the need of contact

between the top executive and the subordinates at the lowest

level. Many a times they do not even recognize each other.

This adversely affects superior subordi-nate relationship.

Accomplishing any task with excellence is always a function of mastering the basics. The five communication basics all of us have to follow are (5mks)

1. Establish a warm atmosphere : The atmosphere you create

with your words and gestures determines the effectiveness

of your sermon. Avoid beginning with a negative tone, selfcentered

anecdotes, or anything, which betrays insecurity on

your part. These focus the audiences attention on your

needs, not theirs. Your nonverbal signals are also important

because they communicate your general demeanor. Smiling at

people demonstrates openness and invites them to listen.

2. Actively engage peoples interest : Many of us use

techniques to engage congregations that they believe are

effective, but actually disconnect them from listeners. Overdramatization,

excessive emotion, and yelling focus listeners

upon your performance instead of content. A conversational

approach works better.

3. Be Believable : Evaluate everything you say from the pulpit

with this question: Is it believable? If you cant believe

yourself when you say something, your audience wont4. Speak with your own voice : Listeners will disengage from

a speaker who uses big words to impress his audience or

who appears to choose words for the sake of sounding

good. If your listener is conscious of your voice, it is a

distraction. Choose your words the same way you choose

your clothes; appropriate for the context, but not distracting.

Your voice should contain fire, conviction, and accurately

reflect whats happening in your mind.

5. Use gestures well : The effective use of gestures reinforces

what a pastor says. As with the voice, gestures should

represent what is happening in the mind. Gesturing also

includes looking at people as you talk. Your eyes are almost

as important as your voice. Make sure your eyes sweep across

and make contact with people in every part of the audience,

not just those in front of you.

6. Remember that your knowledge is limited : You may be

tempted to appear to know more than you do. Always keep

in mind that someone in your audience may know more

than you do about your topic. Honestly communicate what

you know.

Effective communication is the key to mobilizing your

employees behind a new vision. Poor communication, on

the other hand, is the best way to demotivate your

employees and stall any progress. Not taking the time to

explain the vision, not explaining the vision in clear,

understandable language, or not walking the talk are some

common ways that organizations fail to achieve their goals.

The seven principles below will help you to avoid mistakes

6) Research studies shows that our listening efficiency is no better than 25 to 30 per cent. That means the considerable information is lost in the listening process. Why? The common faults to listening are (5mks)1. Prejudice against the speaker At times we have conflict

in our mind as to the speaker. Whatever he speaks seems to

be colored and we practically dont listen what he says.

2. Rehearsing Your whole attention is on designing and

preparing your next comment. You look interested, but

your mind is going a mile a minute because you are

thinking about what to say next. Some people rehearse

whole chains of responses: Ill say, then hell say, and so on.

3. Judging negatively Labeling people can be extremely

limiting. If you prejudge somebody as incompetent or

uninformed, you dont pay much attention to what that

person says. A basic rule of listening is that judgments

should only be made after you have heard and evaluated the

content of the message.

4. Identifying When using this block, you take everything

people tell you and refer it back to your own experience.

They want to tell you about a toothache, but that reminds

you of your oral surgery for receding gums. You launch

into your story before they can finish theirs.

BUSINESS COMMUNICATION

5. Advising You are the great problem solver. You dont

have to hear more than a few sentences before you begin

searching for the right advice. However, while you are

coming up with suggestions and convincing someone to

just try it, you may miss what is most important.

6. Sparring This block has you arguing and debating with

people who never feel heard because you are so quick to

disagree. In fact, your main focus is on finding things to

disagree with.

7. Being Right Being right means you will go to great

lengths (twist the facts, start shouting, make excuses or

accusations, call up past sins) to -avoid being wrong. You

cant listen to criticism, you cant be corrected, and you cant

take suggestions to change.

8. Derailing This listening block involves suddenly

changing the subject. You derail the train of conversation

when you get uncomfortable or bored with a topic. Another

way of derailing is by joking.

9. Placating Right. . . Absolutely. . . I know. . . Of course

you are. . .Incredible ... Really? You want to be nice,

pleasant, supportive. You want people to like you. So you

agree with everything.

10. Dreaming When we dream, we pretend to listen but

really tune the other person out while we drift about in our

interior fantasies. Instead of disciplining ourselves to truly

concentrate on the input, we turn the channel to a more

entertaining subject.

11. Thinking speed Most of us speak between 60 to 180

words per minute, and people have capacity to think at the

rate of 500 to 800 words per Minute. The difference leaves

us with the great deal of mental spare time. While it is

possible to use this time to explore the speakers ideas, we

most often let our mind wander to other matters - from the

unfinished business just mentioned to romantic fantasies.

12. Premature evaluation It often happens that we

interrupt the speakers before they complete their thought,

or finish their sentence, or state their conclusions. Directly as

a result of our rapid thinking speed, we race ahead of what

we feel is the conclusion. We anticipate. We arrive at the

concluding thought quickly although often that is quite

different from what the speaker intended.

13. Semantic stereotypes As certain kind of people bother

us, so too do certain words. When these words are repeated

time and again, they cause annoyance in the mind and

effective listening is impaired.

14. Delivery A monotonous delivery by the speaker can put

listeners to sleep or cause them to loose interest.

15. External distractions The entire physical environment

effects the listen-ing. Among the negative factors are noisy

fans, poor or glaring lights, distracting background music,

overheated or cold rooms, a conversation going on nearby,

and so on.

SIX WAYS TO IMPROVE YOUR NONVERBAL COMMUNICATION

Eye contact

Facial expressions

Gestures

Posture and body orientation

Proximity

Para linguistics

Humor

Types of Business Letters

The following are the most common types of business letters.

Keep in mind that the purpose and audience of your business

letter effects, which form you, choose.

The Acknowledgement Letter

The Inquiry letter

Response to an inquiry letter

Complaint letter

Order letterHere are the steps to follow when writing an

acknowledgement letter

Identify your reader.

Establish your objective.

Determine your scope.

Organize your letter.

Draft your letter

Close Your Letter

Review and Revise Your Letter

Solicited Application Letters

Solicited application

letters are letters written

in response to an

advertised job opening.

It is appropriate to

mention where you

learned of the opening in

the first paragraph

Unsolicited Application Letters

Unsolicited application

letters are written to

companies that have not

posted a job opening.

It is important to gain the

readers attention and

persuade them that you

can contribute to the

companys goals.

3 Types of Resume

There are three types of resume most commonly described.

They are:

Chronological Resume

Functional Resume

Combination Resume (Transition

Resume)

Resume Dos & Donts

Do

Keep to one or two pages depending on experience

Describe your main functions, not what you did incidentally

Emphasize those duties that are most relevant to your

present application

Include any special recognition, accomplishments or projects

you were involved with

Describe your former/current employer, including size of

company, type of industry, etc.

Write about yourself in a positive light

Strive to be concise and target your information to the

employer

Dont

Try to fit too much on the page. (Leave some space on the

page)

List personal information such as marital status, race, age, etc.

Leave suspicious gaps in your Work History

Include salary requirements (leave that until an interview or

later)

Put a photograph on your resume (even if you do have a

scanner)

Use negative expressions or comments about previous

employers

Include any health information

Include references (separate sheet please)

Include reasons for leaving a previous job (save your reasons

for the interview)

Interviewing Methods

Aptitude tests: These tests are designed to find your personality

traits. They would be looking for a particular type of person

and this test will show them if you fit their profile. You cant

cheat in these tests, if you attempt to formulate your

answers, the results of the test will show. Be honest here, you

cant hide who you are

IQ/Thinking tests: These have been prepared to work out

your analytical and logical thinking patterns. To some extent

general knowledge would be useful, however they are really

geared towards finding out how you analyse data and find

solutions to problems. Again it is impossible to cheat on these

tests, but a little preparation would go a long way. Prepare for

this test by doing some logical thinking puzzles. There are lots

out there in the bookshops.

General knowledge : Tests in this section include mathematical,

grammar, spelling and general knowledge. Preparing to take

some of these will include doing a revision of you school work.

Forget the calculator and go back to pencil and paper. If you are

a wiz at maths, then you should have no problem, but if you

are like the rest of us that reaches out for the calculator, then get

some practice prior to attending.

Panel Job Interviews : These can be nerve wracking types of

interviews, however, most job interviews these days include a

panel. The panel might just 2 people or it can be as many as 10.

To handle this interview well, you must appear to be confident,

dont hesitate too long before you give an answer. Watch your

posture and try not to fidget too much. When answering a

question make eye contact with one or two of the people. Find

a friendly face and use that person for most of your eye contact,

it will help in making you feel more relaxed.

One on one job interviews : These type of interviews are

easier to handle, they are generally more informal. The best way

to handle these type of interviews is to relate to them as a form

of conversation. You should ask questions and exchange

information as you would during a normal conversation. Offer

your own information as needed without waiting to be asked.

Need and Purpose of Meetings

1. To coordinate or arrange activities

2. To report on some activity or experience

3. To put forward ideas or grievances for discussion

4. To give information to a group of people

5. To obtain assistance

6. To create involvement and interest

Types of Meetings

Formal Meetings

The rules of conduct of formal meetings are laid doen in a

companys Articles of Association and/or Constitution or

Standing Orders. With such meetings a quorum must be

present, i.e the minimum number of people who should be

present in order to validate the meeting. A formal record of

these meetings must be kept , usually by the company secretary.

Annual General Meeting (AGM)

AGMs are held once a year to assess the trading of the organization

over the year . All shareholders are invited to intend the

GM but they must be given 21 days notice.

Statutory Meetings

Statutory meetings are called so that the directors and shareholders

ca communicate and consider special reports.

Companies are required by law to hold these statutory meetings

Board Meetings

Board meetings are held as often as individual organizations

require. They are attended by all directors and chaired by the

Chairman of the board.

Informal Meetings

Informal meetings are not restricted by the same rules and

regulation as formal meetings. Such meetings may take the

form of brainstorming or discussion sessions where strict

agendas may not be necessary and minutes may not be kept.

However, it is usually considered good business practice for an