Business Communication
Domain 13: Business Communication. Tests the communication process, channel choice, written formats (letter, memo, notice, agenda, minutes, report) and the barriers that cause messages to fail.
Process and channels
Sender, encoding, channel, receiver, decoding and feedback, with noise (anything distorting the message) throughout. Communication is only complete when feedback confirms understanding. Types: verbal and non-verbal; formal and informal (the grapevine); internal and external; downward, upward and lateral. Channels include face-to-face, telephone, email, memo, letter, notice board, report, meeting, social media and SMS.
Choosing a channel
Weigh speed, cost, richness (ability to carry tone and get instant feedback), need for a written record, confidentiality and audience size. Bad news or discipline: face-to-face and private. Confirming an order or price: written. Informing 60 staff of a fire drill: notice or email. The 7Cs of good writing are clear, concise, concrete, correct, coherent, complete and courteous.
Worked example
A supervisor must (a) tell 40 employees about a fire drill, (b) discuss repeated lateness with one employee, (c) confirm a delivery date to a customer. Reasoning: (a) is one-way and needs speed and reach, so use a notice plus a short email; (b) is sensitive and needs feedback and a record, so hold a private meeting and confirm it in a memorandum on file; (c) needs proof, so confirm in writing by email or letter. Matching the channel to the purpose is the marked skill.
Traps
- Using email to dismiss or discipline, which is impersonal and weakens the employer's case.
- Assuming communication has happened because a message was sent; no feedback, no proof.
- Confusing an agenda (what will be discussed) with minutes (what was decided).
- Jargon, abbreviations or second-language insensitivity that block decoding.