634602 Wk2 Business Communication

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MIT 6346 2 MELBOURNE INSTITUTE OF TECHNOLOGY

Uses of Communication inBusiness today

Week 2

MIT 634602




Business Organisations

• Business enterprises

• Public and private companies• Government departments and agencies• Profit• Delivery of public services• Goods and Services




Business Processes• In order to do business organisations need to

communicate with:– employees– stakeholders– business partners– industry bodies– government– clients

– suppliers (and potential suppliers ‘tenders’ ) – customers (and potential customers)– the general public



MIT 6346 2 MELBOURNE INSTITUTE OF TECHNOLOGY4

Business functions requiringcommunication technologies

• Customer Service• Business planning and policy• Product Services Design• Marketing• Managing (developing) human resources• Manage resources and raw materials




Business functions requiringinformation technologies (2)

• Managing financial resources• Managing environmental, health safety•

Managing external (partner) businessrelationships• Manage business development and

change• Staff control and motivation




Business Pressures – furtheropportunities for communication

• Customer expectations – survey –

feedback/complaints – interview – product testing

• Regulation – government direction – legal requirements




Business Pressures – furtheropportunities for communication

• Supplier relations – ordering –

delivery – pricing

• Costs – reduce business costs – improve employee productivity




Form of business communication• spoken

– presentations, meetings, interviews, conferences• written

–

business letters, email, memos, reports, brochures,catalogs• graphic

– models, diagrams, graphs, web pages






Intercultural communication

• eCommerce – crossing national and culturalboundaries when doing business

• Customers, Suppliers, Partners – differentbusiness methods, attitudes and languages




Culture• standards of behavior • rules of conduct • beliefs and religious affiliations • visible and invisible – hidden attitude, bias• courtesy and etiquette – ‘ple se’ nd ‘th nk you’ • politeness – who can speak to whom, personal

space, eye contact• meaning – ‘yes’ nd ‘no’




Culture• humor and irony• interpreting non-verbal behavior• deference to others• use of time• ethno-centrism - using own culture to assess other

cultures• cultural relativism




Special components ofintercultural communication

• language• non-verbal communication• perceptions of hierarchy - cf. Australian

egalitarianism




Barriers to interculturalcommunication

• stereotype - generalise to major differences• prejudice - pre-judge, attitude to difference• cultural practices – confusion, misunderstanding • social institutions – acceptable ways of doing things• value systems – legal, political and economic

practice• ambiguity conflict – responses differ




Intercultural communicationcompetence

• culture-neutral approach

• diversity embraced

• extra effort to communicate –

learning another language – studying another culture




Reference

• Dwyer, Judith (2009). Communication inBusiness: strategies and skills. Frenchs Forest,NSW: Pearson Education Australia.

• Eunson, B. (2005). Communicating in the 21 st Century. Milton, Qld.: John Wiley & Sons

Australia, Ltd

Documents

634602 Wk2 Business Communication