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BUSINESS COMMUNICATION Sharifah Norhafiza Syed Ibrahim Bengkel Latihan Praktik BACC 04 UiTM Pahang Seorang rakan menegur rakannya di pasar. Apa khabar? Apa? Suratkhabar? What is Communication? Process by which we impart, reveal or share knowledge, ideas, views or feelings. Internal oral

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business communication


Sharifah Norhafiza Syed Ibrahim

Bengkel Latihan Praktik BACC 04

UiTM Pahang

seorang rakan menegur rakannya di pasar
Seorang rakan menegur rakannya di pasar.

Apa khabar?

Apa? Suratkhabar?

what is communication
What is Communication?
  • Process by which we impart, reveal or share knowledge, ideas, views or feelings.

Internal oral

External oral


Internal written

External written

  • To satisfy needs in both work and non-work lives – e.g. attending meetings, reports, explaining & clarifying work assignments
  • To be heard
  • To inform
  • To persuade
  • To entertain
  • etc
factors in choosing means of communication
Factors in choosing means of communication
  • Recipient
  • Urgency
  • Cost
  • Confidentiality
  • Safety and security
  • Distance
  • Time of day
  • Influence
  • Written record
effective communication
Effective Communication
  • Objective
  • Recipient-relationship, background’s knowledge & experience
  • Condition – urgent, serious, dangerous, emotive, informative
  • How will the recipient react?
  • Listen intelligently
  • Think clearly
  • Time your communication appropriately
  • Select media appropriately
  • Use relevant language
  • Obtain feedback
why communication has failed
Why communication has failed?
  • over listening – careful concentration, interest
  • Faking attention
  • Preconception – we hear what we like and want to hear
  • Emotional responses – if recipient is highly emotional, wait a little!
  • Language – foreign, dialects, technical
  • Systems – plan a systematic process
  • Dismissing subjects as uninteresting
  • Failing to observe nonverbal aids
communication in organization
Communication in Organization
  • Oral – formal meetings, interviews, conference/seminars, instructing subordinates, dealing with clients, informal gathering, meeting in corridor, lifts, private discussions, conversation over lunch
  • Face-to-face or by telephone, video-conferencing
face to face
  • Plan what you want to say
  • Take into consideration the person you will be speaking to
  • Speak with correct intonation
  • Be open-minded
  • Dress appropriately
  • Consider the location


listening skill
Listening skill
  • Prepare yourself to listen- clear your mind and concentrate on what is being said
  • Listen with empathy – hear what is being said not what you want to hear
  • Avoid preconception
  • Establish eye contact – appropriate posture, Watch the speaker
  • Keep pace
  • Give feedback
  • Jot down main points
telephone handphone conversation
Telephone/handphone conversation
  • Do’s
  • exercise good manners
  • message pad and a pen at hand
  • Speak clearly into the mouthpiece
  • Answer promptly
  • Give relevant info – name, number etc
  • Take down msg accurately, repeat if necessary
  • Assure caller that they’ve been attended

(where they have to hold or wait)

don ts
  • Sound rude or sarcastic
  • Sound impatient
  • Lose your temper
  • Use slang
  • Be unhelpful
  • Say the person required is not in before asking first who the caller is
  • Shout across the room without placing the caller on hold
business letter
Business Letter
  • Letterhead – name, address, tel no
  • References-initial of writer/typist
  • Date-day/month/year
  • Inside address-name, full postal address
  • Greeting-Dear Sir, Dear Madam, Dear Sir/Madam
  • Heading
  • Body of letter-subject matter
  • Complimentary close-Yours Faithfully, sign
  • Sender’s name-in full
  • Title or department
qualities you want reflected in your letter
Qualities you want reflected in your letter
  • You can communicate clearly

write clear, simple and concise

  • You take pride in your work

check-and recheck your letter, get someone with good English/Malay to read it

  • Get the receiver’s name right

Dear Sir/Madam

  • Do remember every letter reflects the image of the co
  • Do be brief yet concise
  • Do use simple, easy to understand words
  • Do be positive and clear
  • Do be tactful but polite
  • Proofread, checking grammar and layout
don ts17
  • Include in your letter any content, which you cannot be held responsible for
  • Allow inconsistencies or vagueness
  • Use slang and complex language
  • inject any irrelevant or ambiguity element
  • Be impolite or write in casual tone
  • Allow typographical error
tips to be a happy business communicator
Tips to be a happy business communicator
  • Don’t expect everyone to like you
  • Try not to take rejection personally

find out why, then redo it, never assume

  • There are no real rules

ask if you don’t know anything

  • Don’t be a snob
inter relationship skills
Inter-relationship skills
  • Confidence – you feel sure about your abilities, qualities and ideas
  • Courage – you do what you believe is right
  • Composure – you appear calm and are able to control your feelings
  • Competence – ability to do something well and effectively
  • Conscience – your sense of what is right or wrong
the power of body language
The Power of Body Language

Communication : spoken words ( 7% ),

Voice quality or tone of your voice (38%)

Non-verbal ( 55%)

So, Please carry yourself professionally, such as:

  • Walk upright
  • Look interested
  • Concentrate on work
final note be friendly
Final Note: Be friendly

Asking people for help is a way of breaking the ice and making friends. Your colleagues will feel more comfortable about you-and you, you will learn faster and make some friends along the way.