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MGT 2301 Business English Chapter 1. What is Communication?. The BASIC Principle of Communication. People are not mind readers. People judge you by your behavior , not your thoughts. The message that you send out to people is what people will receive, not your thoughts.

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MGT 2301 Business English Chapter 1

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the basic principle of communication
The BASIC Principle of Communication
  • People are not mind readers.
  • People judge you by your behavior, not your thoughts.
  • The message that you send out to people is what people will receive, not your thoughts.
verbal communication
Verbal Communication

Meaning: You use words

  • Message that is given verbally.
  • Communication is done by
    • word of mouth
    • writing.
verbal communication1
Verbal Communication

The objective is to keep it

shortand simple

verbal communication2
Verbal Communication
  • When talking to others, people usually bring their own
    • Attitude (bored, irritated, thinking he is smarter than the speaker)
    • Perception (this person is weak, this person is scary)
    • Emotions (I’m tired today, I am in a good mood)
    • Thoughts (Hungry, distracted, very interested)
  • This sometimes creates barriers in

delivering the right meaning.


To deliver the right message, you must think from your receiver’s point of view.

Will the listener get the wrong idea?

Will the person understand the message?

oral communication
Oral Communication
  • In oral communication, spoken words are used.
  • It includes
    • Face-to-face conversations
    • Speech
    • Telephone conversations
    • Video
    • Television
    • Internet calls
oral communication1
Oral Communication
  • Oral communication depends on pitch, volume, speed,tone and breathing.
  • It lets you express emotions, to inspire or motivate others or to discourage or offend people

I love you

I like you

I hate you


What about speed?

What is the difference between someone who talks really fast and someone who talks really slow?

How do you feel when you listen to them?

advantages of oral communication
Advantages of Oral Communication

The advantages about oral communication are:

  • quick feedback
    • You will get your reply faster
  • In a face-to-face conversation, by reading facial expressions and body language, one can guess whether he/she should trust what’s being said or not.
advantages of oral communication1
Advantages of Oral Communication
  • Oral communication helps in teamwork or good work.
    • You are able to make decisions faster
  • Any misunderstandings can be cleared immediately.
  • Shows warmth and friendliness
disadvantages of oral communication
Disadvantages of Oral Communication
  • In a face-to-face discussion, user is unable to think about what he is saying
  • Long and wordy type of communication cannot be as effectively as verbal messages.
    • For example, long speeches or lectures
disadvantages of oral communication1
Disadvantages of Oral Communication
  • The listener might understand the message differently. 
written communication
Written Communication
  • Communication is a learned skill. Most people are born with the physical ability to talk.
  • However, to speak and write well are skills that we have to learn and develop.
so what is written communication
So, what is written communication?

Written communication is communication through written symbols that is exchanged by or to or between people or groups

written communication1
Written Communication
  • Written communication should have clear points.
  • This is usually done through the use of good English
written communication2
Written Communication
  • It should also have examples and supporting details to show that the written communication makes sense.
written communication3
Written Communication
  • Good written communication is by careful thought and clear planning. It needs to be clear, direct and easy to read.
  • This reduces misunderstanding and ambiguity.
what is ambiguity1
What is ambiguity?

In written communication, ambiguity usually refers to a word, phrase or sentence that has more than one meaning.


For example:

  • The lady hit the man with

an umbrella.

  • He gave her cat food.
  • I saw her duck.
written communication4
Written Communication
  • To avoid ambiguity, a person needs to do three things in written communication:
    • Planning stage (Outline)
    • Writing stage (Draft)
    • Editing stage
advantages of written communication
Advantages of Written Communication
  • Written communication is permanent and recorded for future references.

2. It reduces the possibility of misunderstanding and misinterpretation.


3. It can save time when many people must be contacted.

  • It appears formal and authoritative for action.
disadvantages of written communication
Disadvantages Of Written Communication
  • Written Communication doesn’t bring instant feedback.
  • It takes more time to create a written message compared to talking. Sometimes, people struggle to write.
what is communication

It is the process of transferring information from a sender to a receiver

There are two types of communication at work:-

a) Internal (takes place between people inside a company)

b) External (takes place between a company and outside parties)

Excellence in Business Communication, 8e

internal communication1


(manager to subordinates)


(subordinates to manager)


(same level colleagues)



Internal Communication

Excellence in Business Communication, 8e

external communication1

Formal Methods

(official channels)

Informal Methods

(non-official channels)








External Communication

Excellence in Business Communication, 8e

how do you know if there is effective communication in the workplace

Stronger decision making and faster problem solving

Able to detect potential problems earlier

Increase productivity

Stronger business relationships

How do you know if there is effective communication in the workplace?

Enhance professional image for employees and company

etiquette in business



Common Sense

Etiquette in Business

Excellence in Business Communication, 8e