Effective Business Communication: A Key to an Outstanding Business Organization Topic Outline Topic:...

Effective Business Communication: A Key to an Outstanding Business

Organization

Marianne Joyce A. Sarsonas BS Accountancy-I

Barbi Ann S. Jane

BBA Management-I

Mae Rose P. Recilla BBA Management-III

Ms. Myla June Patron

BC 25-C

May 2011

Topic Outline

Topic: Effective Business Communication: A Key To An Outstanding Business

Organization

Thesis: Although stakeholders within some business organizations do not feel the need

to acquire good business communication, it is important because it develops

flexibility, increases productivity, improves morale and ensures better

management.

Introduction

I. Business Communication

A. Forms

1. Verbal

2. Nonverbal

B. Categories

1. Internal

a. Downward

b. Upward

c. Horizontal

2. External

C. Necessary skills

D. Barriers

II. Develops flexibility

A. Communication across cultures

1. Specialized words unique for every culture

B. The need for adaptation

III. Increases productivity

A. The specialization of tasks

1. Communication among specialists

2. Less training requirement

B. The efficient use of money

1. Reduces chances of alienating customers

2. Reduces chances of wrong instructions

IV. Improves Morale

A. Helps build good relationship

B. Reduces chances of conflict

C. Encourages sharing of information, ideas and feelings

D. Increases job satisfaction

V. Ensures better management

A. Makes decisions

B. Promotes interpersonal unity

C. Influences behavior

1. Reinforcing stimuli

2. Aversive stimuli

VI. Results of surveys and interviews

Conclusion

Sentence Outline

Topic: Effective Business Communication: A Key To An Outstanding Business

Organization

Thesis: Although stakeholders within some business organizations do not feel the need

to acquire good business communication, this is important because it develops

flexibility, increases productivity, improves morale and ensures better

management.

Introduction: As they frequently say, communication is the lifeblood of any organization.

But these days, effective business communication often seems to be natural like

breathing. Many business organizations failed to recognize its importance hence

causing a great number of predicaments. It is truly imperative to be aware of its

significance and its impending barriers so that the business will continue its

operations. There are skills in business communication that one must acquire in

order to be flexible, productive, satisfied and intellectual.

I. Business communication is a mutual understanding of two or more people in a

business environment.

A. It has two forms that are equally important.

1. Verbal communication entails the ability to convey messages either through

speaking or writing.

2. Nonverbal communication requires the ability to communicate with others far

beyond speaking and writing.

B. It has two major categories that need to be understood.

1. Internal communication inhabits within the organization.

a. Downward communication is the communication from a superior to a

subordinate.

b. Upward communication is the communication from a subordinate to a

superior.

c. Horizontal communication is the communication between persons of

the same rank.

2. External communication moves outside the organization.

C. It has necessary skills that aid an individual to be a better communicator.

D. It has barriers that hamper the flow of good communication.

II. It develops flexibility.

A. Communication across cultures is intricate that is why it is significant to learn how

to communicate properly.

1. There are words used in other countries that may not be understood here

because of the diverse cultures.

B. The need for adaptation is vital to every business in this modernized and fast-

paced world.

III. It increases productivity.

A. The specialization of tasks helps those individuals of similar field.

1. Communication among specialists is easier through the use of sublanguage.

2. Less training requirement is possible because of specialized tasks.

B. The efficient use of money is possible because of productive employees.

1. Effective communication reduces chances of alienating customers.

2. Effective communication also reduces chances of erroneous and poor

instructions.

IV. It improves morale.

A. Good relationships are built because of open communication.

B. Chances of conflict are reduced because they understand each other better.

C. Sharing of information, ideas and feelings are encouraged because it gives a

“you-are-part-of-the-group” feeling.

D. Job satisfaction and performance are increased because they are contented with

what they gave and took.

V. It ensures better management.

A. It is the manager’s duty to make decisions for the business.

B. It is also his obligation to promote interpersonal unity.

C. It is also his responsibility to influence his subordinate’s behavior.

1. Reinforcing stimuli motivate the employees.

2. Aversive stimuli discourage the employees.

VI. Personal interviews with individuals who are part of a business organization helped

explain the real importance of effective business communication with their first hand

experiences.

Conclusion: The arguments above illustrate that contrary to the notion that

communication is inherent, it is necessary for business professionals to exert

effort in honing their so-called inborn skills and abilities to be better

communicators and to be successful in their industries.

Effective Business Communication: A Key to an Outstanding Business

Organization

Communication is the lifeblood of any organization. But these days,

effective business communication is often regarded to be natural like breathing.

Individuals within organizations do not seem to feel the need for development

because they think that it is innate and that they all know how to communicate

already. For that reason, various predicaments transpire in the workplace;

employees decide to resign; or even worse, a business starts to break down. It is

therefore imperative that individuals within business organizations recognize the

significance of effective communication to business organizations and be able to

enhance it because it develops flexibility, increases productivity, improves morale

and ensures better management.

This paper offers a discussion on effective business communication as a

key to an outstanding business organization in six parts. The first part provides a

discussion on the definition, forms, categories, skills, and barriers of an effective

business communication. The second, third, fourth and fifth parts mention some

arguments that despite the fact that business communication is being overlooked

by stakeholders within some business organization, it is still and will always be

an essential tool for their success. The last part presents personal interviews and

consultations with business professionals and proprietors regarding their

thoughts about the subject.

As defined by Krizan, Merrier, Jones and Harcourt (1999), “Business

communication is the process of establishing a common understanding between

or among people within a business environment” (p. 4). Rick Smith, an instructor

of leading golf professionals worldwide, stated how effective communication

helps in providing better and more understandable information to the receiver:

“I’m a communicator. I have many ways of communicating. I think it’s an art form.

If I look and they don’t understand, I’ve got to say it another way” (as cited in

Krizan, et al., 1999, p. 6). It is truly essential to communicate in any means you

possibly can until a mutual perception is achieved. Locker (2000) cited

communication as the primary tool of business organizations in conveying their

message and accomplishing their tasks (p. 4). James Foster (n.d.) also related

that “all good companies seen as winners were also seen as good

communicators” (as cited in Huseman, Lahiff, & Penrose, 1991, p. 13).

Before trying to achieve an effective communication in business, we need

to know first its fundamental elements. It has two basic forms, verbal and

nonverbal. Ober (1998) said that being able to communicate verbally, – written or

spoken – learning from prior incidents, and benefiting from other people’s

encounters are what make human beings special (p. 10). Also, everyone, in spite

of his position, must learn how to comprehend and interpret the silent messages

expressed unknowingly or purposely by the person. Facial expressions,

gesticulations, postures, time, space and the like, convey a variety of meaning

(Hamilton, Parker, & Smith, 1982, p.36). Another author also proves that people

who are proficient in nonverbal communication are better than those who are not

(McManus, 1998, p.86). These two forms are equally important. Cohen and

Greenfield (n.d.) were conscious of what effective communicators can do:

They know how to put together the words that will convey their meaning.

They reinforce their words with gestures and actions. They look you in the

eye, listen to what you have to say, and think about your feelings and

needs…. They absorb information just as efficiently as they transmit it,

relying on both nonverbal and verbal cues. (as cited in Thill & Bovée, 1996,

p.22)

The next elements of effective business communication are its categories.

According to Quible, Johnson, and Mott (1996), it has two categories. The first

category is the internal communication which inhabits within the organization. It is

further classified into three types. The first type is downward-directed

communication which is a communication from a superior to a subordinate. It is

essential in conveying important pieces of information for employees that

insufficiencies in these may hamper their ability to increase their productivity and

attain contentment (p. 2). The next is upward-directed communication which is a

communication from an employee to his employer. It is used in providing

supervisors with necessary feedback essential in decision-making but the

problem is that some employees hesitate in giving out negative comments (p. 3).

Lastly, the authors explained that efficient operations of organizations nowadays

can be greatly developed by means of horizontal communication which exists

between people of equal status. It is advisable to use definite and

understandable words and expressions in this type of communication since it is

often verbal (pp. 4-5). All these types of internal communication are really

essential within the organization. The next category mentioned by the authors

was external communication. Keeping up intimate bonds with different citizenry

is what prevailing organizations are carrying out. It is with the public whom they

rely for continued existence in trade and industry; thus this type of

communication plays a significant part in every organization’s undertakings (p. 5).

It is also significant to know the skills one must acquire. Krizan, Merrier,

and Jones (2005), found out in a study that being able to communicate effectively

is the most important skill in order to prosper in business. A person’s discipline

and level of responsibility determines the quantity and quality of work-related

communication activities he would involve himself in (p. 3). Quible et al. (1996),

indicated that business communication has necessary skills that aid individuals to

be better communicators. The first skill which is seldom totally enhanced is

listening skill. Most of the time, employees tend to neglect a wider range of

analysis as long as the immediate facts are already presented. Still, a person can

develop and hone his listening skills through training and professional assistance.

Doing so enables him to be aware about the possible details, feelings, and

“broad-based application” needed. They also explained that writing, an important

communication skill, needs a careful and gradual development in order to be

more effective and successful in business professions and organizations. Other

skills are interpersonal in nature while writing is intrapersonal so it is the writer’s

obligation to state the content of his message vividly (p. 7). To be able to speak

and read properly are also essential skills which one should obtain. Conveying

messages effectively depends on how he was able to deliver the idea he is trying

to imply. Also, business letters, memos and the like, require a good reading skill

to decipher its content. Achieving these four basic skills in communication would

surely make individuals better communicators.

After learning these primary elements of effective communication, it is vital

to be aware that in every organization, there are obstacles that hamper the

smooth flow of communication. Before trying to overcome these, it would be

better to distinguish them first. Hamilton et al. (1982) said that superiors often do

not have enough preparation on how to adequately convey their message thus

giving out ambiguous instructions. Bad listening skills and perplexing

assumptions are the usual reasons of weak communication for most employees.

As for both of them, interpreting same words differently, using responses

inappropriately, putting boundaries readily and defending one’s self constantly,

are the obstacles they ought to work out together (p. 86).

There are lots of reasons why business organizations should encourage

effective communication. First is that it develops flexibility. As organizations

become more global, stakeholders need to adjust and to take on board the

cultures and customs of the areas in which they wish to operate. Other cultures

have specialized words unique and necessary to them that we do not have

because of diverse cultures. Thill, and Bovée (1996) said that “problems arise

when we assume wrongly that other’s attitudes and lives are like ours” (p.7).

When working with other people who use another language, it is always wise to

seek feedback to ensure that the words used have identical meanings to each

party. The need for adaptation is really vital to every business in this modernized

and fast-paced world. Hero Honda (n.d.) said that the business world today is

dynamic. Managers should speed up in making decisions and be flexible to be

able to adapt to it and to be prepared to encounter the demands of change that

can only be obtained through the use of effective communication (as cited in

Narula, 2006, p.49). Technology and globalization also make consumer

preferences change quickly as they widely open to new trends so business

entities must alter their customs in order to satisfy their consumers (Narula, 2006,

p. 321). Communication also involves machines. With the increased reliance on

computers, businesses need to learn and be accustomed to them more than they

were before. By being flexible and adaptable to these revolutions, organizations

become successful.

The second reason is that effective communication increases productivity.

Businesses concentrate on the human resource so it is important that they

ensure the ability of their employees in working and communicating effectively

and confidently (Narula, 2006, pp. 246-247). Also, training and development

programs at different levels of employees are observed to raise the level of skills,

productivity and performance. Practices, communication skills, information, and

knowledge that are developed can upgrade or improve business workforce

(Narula, 2006, pp. 255-256).

With the specialization of tasks, communication between people within

similar field is easier thus making them work faster and be more productive. As

their responsibilities are confined, the use of sublanguage increases which

makes them correspond straightforwardly. For instance, an accountant uses

certain terms – debit, credit, journalize, and post – which are also clear to other

accountants so it is more concise. Achievement of the message readily is

possible because they are experts of the same field (Huseman et al., 1991, p.

10). Huseman et al. (1991) added though that in the absence of good

communication, specialists could never work and communicate effectively (p. 12).

McManus (1998) also reminded businessmen who are using sublanguage to

enlighten others to avoid estrangement when they talk with someone not a

specialist of their field (p.72). Since specialists are already skilled and proficient,

less training is required from them (Huseman et al., 1991, p. 10). Sometimes,

people are not designated to a job which he is best cut out for due to lack of

communication. Some managers do not criticize employees with low

performance just because they are loyal to them (Narula, 2006, p.45). This would

put the organization in a risk so it is important that superiors make sure that

every person is delegated to a task he is well-trained.

Effective communication also reduces chances of alienating customers.

Norton (n.d.) defined what a customer is to a business:

A customer does not need us, we need him. A customer is not an

interruption of our work; he is the purpose of it. A customer is a person

who brings us his wants. It is our job to handle them profitably for him and

ourselves. A customer is not an outsider to our business; he is a vital part

of it. (as cited in McManus, 1998, p.12)

As mentioned by McManus (1998), consumers usually seek to be valued

so it is of great consequence if you transact with them improperly, leading to

disappointments and rumors that would surely wipe out your positive image (p.

10). American adage (n.d.) further added that “satisfied customers almost

invariably become agents for the advancement of the company’s business” (as

cited in McManus, 1998, p. 12).

Employees’ productivity also depends on how much time he uses to

perform a task. Narula (2006) said that a physical conversation can be of aid in

assessing the range of ability the person held responsible for the task he has. If

necessary, the person has to work on his abilities and improve them in advance

in order to achieve its desired outcome, however, if this not taken into account,

the company might be wasting its money, time and energy, destroying its

credibility and product image (p.41). DiSanza and Legge (2000) also pointed out

that a substantial amount of time we utilize in communicating is usually used up

in listening that is why expensive costs are incurred when we do not listen

effectively (p.56).

Also, effective communication reduces chances of giving out erroneous

and poor instructions. Vague and ambiguous instructions would indeed cause a

great delay in communication. It would also require supplementary messages

that would cost an organization’s time and money. In any area, effective

communication is very significant for deficiency in it might result to enormous

damage (Chandler, 1995, p.7).

The third reason why businesses should have effective communication is

that it improves morale. As stated by Mckibben (n.d.), to be conscious of other’s

outlook and thoughts is what an excellent communicator generally does.

However, research shows the difficulty of some superiors in doing so when they

ranked last the three morale factors – appreciation, part-of-the-team feeling, and

considerate aid – which in fact are the most important factors for their employees.

They should have let their subordinates feel more at ease in giving out ideas by

elimination that status gap in between (as cited in Hamilton et al., 1982, p.5).

Quible et al. (1996) observed that managers are sometimes not aware of their

contribution to the morale crisis of their subordinates. Due to lack of effective

communication, they often leave out important information to their employees,

making them feel they are not of much importance (p. 9). Huseman et al. (1991)

suggested that superiors should provide extra effort in communicating with their

subordinated because it increases the latter’s morale which is a sign of a good

business (p. 14).

Through an effective communication, relationships are also improved and

working environment is made enjoyable. Hamilton et al. (1982) said that

disclosure of personal information is necessary to the establishment of strong,

wholesome interpersonal relationships. It allows others to become closer and to

relate with each other. Continuing this self-disclosing attitude would probably

develop a significant liaison. He also added that having comrades around and

sharing problems with them often creates a good atmosphere within the

workplace (p. 123).

But in conversing and interacting within the organization, sometimes,

conflicts and arguments may happen since it is a nature that people have their

own insights that are sometimes not good enough for others. Quible et al. (1996)

explains how ineffective use of communication lead to problems and conflicts

within business organizations:

Turmoil within organizations and among people primarily occur when

individuals or groups do not understand what is said or being implied.

Careless use of a word or phrase creates an environment of fear, distrust

and perhaps anger… damage to personal and professional relationships

from the careless use of words and phrases remains a residue of distrust

for weeks, months, and even years. (p. 19)

Understanding each other deeply and tracing the root of the conflict is the

only key to unlock misunderstandings within the organization. According to

Stewart and D’ Angelo (1976), it is first and foremost, essential to know what the

problem is and to acknowledge that it is existent. In this way you will be able to

come up with an appropriate strategy to resolve the issues and to re-establish

and fortify an effective communication (as cited in Kaye, 1994, p.162).

When good relationships have been established and conflicts are reduced,

individuals are able to express what they feel, and they tend to be more satisfied

than when they do not. Sharing of information, ideas and feelings are

encouraged because it gives a “you-are-part-of-the-group” feeling. Lewis (1987)

indicated that the chain of command or the status of individuals within the

organization should be disregard to give everyone equal rights to voice out their

opinions. Employees should also be part in planning and organizing the

organization in order to boost up their loyalty to the organizational goals being set.

Giving them this privilege makes them feel that they are indeed a great part of

the organization (p.194). Narula (2006) also indicated that management must

really make their employees feel their importance by involving them in all

activities and exposing them to the company (p. 45).

Sharing of information entails openness and trust and leads to a higher

degree of job fulfillment. In an organization, a large quantity of opinions given out

would also mean a greater extent of satisfaction (Lewis, 1987, p. 150). When

employees already have become open with their views, they also learn how to

trust their co-workers. Trust entails reliance and confidence towards others.

Companies who promote this value often have greater morale and make their

employees even more contented. Both employees and employers have to prove

that they are indeed worthy of each other’s trust (Lewis, 1987, p. 150). Narula

(2006) cautioned management who lacks effective communication that their

employees might not be satisfied and may begin creating statements against the

company (p. 53).

Lastly, the fourth motivation of developing effective communication in

business organization is an assurance of better management. Genuine

leadership, which is gained through accomplishments, is action, not a position. It

depends, beyond everything else, on how one communicates (Locker, 2000, p.

5). [45]

The manager has a lot of responsibilities in a business organization; he

makes decisions; he promotes interpersonal unity; and he influences behavior.

One of the most important tasks of a manager is to decide for the

organization. The aim of any organization is to attain its targets and it depends

on how they decide and communicate these resolutions. Communication always

affects the quality of decision-making (Dwyer, 2005, p.307). In conducting a

meeting, one of the most important reasons is to come up with a decision.

Hilliard-Jones (n.d.) asserted, “Face-to-face meetings expedite decisions” (p. 34).

She also added that “many times, if you have the right people at the meeting, you

can get a decision right away” (as cited in Ober, 1998, p. 34). Personal

communication is always the richest medium where an individual can easily

facilitate feedback and it is very useful when trying to make assessments and

evaluations. There is always a need to encourage contributions and sharing of

ideas in order to have the best plan of action.

Another duty of a manager is to create an atmosphere of unity to establish

a “common ground” in spite of the differences between the tasks of individuals

(Lewis, 1987, p.138). Although individuals belong to different departments, they

are still within the same organization so it is important that there is unity among

them. It is the manager’s duty to unite them because after all, they are a team.

Lehman and Dufrene (1999) explained that working with a team is a basic step

towards the success of a business in this dynamic world of business full of

competitions (p. 36).

In uniting his employees, a manager should also be able to influence their

behavior. By doing so, he/she can direct them towards the goals of the

organization, and effective communication is the best way that he can do it. To

be able to understand how one influences behavior, it is also important to know

about reinforcing and aversive stimuli. Huseman et al. (1991) identified

reinforcing or positive stimuli as recognitions or approvals which motivate an

employee to work harder and do better. On the other hand, aversive or negative

stimuli can be criticisms or rejections that may discourage an employee and push

him to resign (p.31).

In order to understand better how important it is to have an effective

communication in a business organization, the researchers conducted personal

interviews with individuals who are part of any business organization to identify

the real importance of an effective business communication with their first hand

experiences. Glova and Patrimonio said that in achieving the goals and

objectives of an organization, effective communication must exist (personal

communication, May 4, 2011). SyGaco also added that it can also be a tool in

promoting the products and services offered by the companies. It is a means to

provide details and advertisements about the product, making use of the verbal

form of communication (personal communication, May 6, 2011). Letters and

memos have also been an essential tool to relay the message as fast as possible.

They also said that while verbal communication is important, nonverbal

communication should also be regarded equally because it is with the ability to

read and interpret silent messages that one can determine what a person really

feels or thinks.

They also stated the necessary skills that a person in business should

possess. Aside from having those four basic communication skills, they said that

it is important to be ethical and professional. It is not right to doing business

unethically. A person may prosper for awhile but sooner or later, he/she may fail.

Being professional at all times is very essential for it creates a positive image for

the organization. Customers usually choose to transact with people who are

skilled and credible (SyGaco, personal communication, May 6, 2011). As for

superiors, the spirit of leadership must be kept burning within them for it is what

motivates them to be the best of what they can be. It is the passion for service

which actually causes a manager to successfully manage the organization

(Glova, personal communication, May 4, 2011).

If communication is ineffective, there has probably been a barrier. One of

them said that some employees have attitude problems. They may have certain

reasons for this and it is important for a superior to know these. He/she can

discover these reasons through encouraging his employee to voice out his

concerns. With this, the employee may feel that he is significant thus he

discloses his thoughts and finally, a good relationship between them is

established. An open communication is then created and should be maintained

for communication would never be effective if it is not a two-way process.

When an effective communication has been already founded in the

organization, it brings about many benefits. One is that it reduces organizational

cost. It is with poor instructions that organizations waste so much time. Instead of

doing the right thing a person is tasked to do, he misinterpreted something so he

failed to accomplish it. With effective communication though, chances of giving

erroneous directions, commands and interpretations can be avoided. Better

management would also inhabit in a business organization through effective

communication. Glova said that managers learn how to listen to their employees’

concerns and be able to decide accordingly (personal communication, May 4,

2011). All these and a lot more can be gained by having effective communication.

The arguments above illustrate that contrary to the notion that

communication is inherent, it is necessary for business professionals to exert

effort in honing their so-called inborn skills and abilities because for many years

now, business organizations fail to notice its importance. Many businesses fall

short because of this reason and if effective communication would still not be

given due importance in today’s organizations, they are doomed to also go out of

business. As proven by this research paper, promoting good communication

within or even outside business organization contributes to the organization’s

success for it develops flexibility, increases productivity, improves morale and

ensures better management.

References

Chandler, F. G. (1995). Fundamentals of business communication. Chicago: Richard D.

Irwin, Inc.

DiSanza, J. R., & Legge, N. J. (2000). Business and professional communication: Plans,

processes, and performance. Massachusetts: Pearson Education Company.

Dwyer, J. (2005). Communication in business (3rd ed.). Australia: Pearson Education

Australia.

Hamilton, C., Parker, C., & Smith, D. D. (1982). Communicating for results: A guide for

business and the professions. California: Wadsworth, Inc.

Huseman, R. C., Lahiff, J. M., & Penrose, J. M. (1991). Business communication:

Strategies and skills (4th ed.). Orlando: The Dryden Press.

Kaye, M. (1994). Communication management. Sydney: Prentice Hall Australia.

Krizan, A. C., Merrier, P., & Jones, C. L. (2005). Business communication (6th ed.).

USA: South-Western Thomson Corporation.

Krizan, A. C., Merrier, P., Jones, C. L., & Harcourt, J. (1999). Business communication

(4th ed.). Ohio: South-Western College Publishing.

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South-Western College Publishing.

Lewis, P. (1987). Organizational communication: The essence of effective management

(3rd ed.). Canada: John Wiley & Sons, Inc.

Locker, K. O. (2000). Business and administrative communication (5th ed.). New York:

The McGraw-Hill Companies, Inc.

McManus, J. A. (1998). Effective business speaking. New York: Learning Express, LLC.

Narula, U. (2006). Business communication practices: Modern trends. New Delhi:

Atlantic Publishers and Distributors.

Ober, S. (1998). Contemporary business communication (3rd ed.). Boston: Houghton

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Appendices

May 2, 2011 Mr. Glenn Patrimonio Marketing Department, RCBC San Jose St., Dumaguete City Dear Mr. Patrimonio: Good day! We are students from Silliman University, College of Business Administration, and are currently enrolled in Basic Communication 25 (Research Writing in the Discipline) class. One of the requirements of this class is to conduct a personal interview about effective communication as a key to an outstanding business organization. In view of this, we have chosen you as our interviewee because we believe that you could help us in obtaining sufficient information about our topic. We assure you that your answers will be kept confidential and will be used only for the purpose of our study. We would like to conduct the interview at your most preferred time. We are hoping for your positive response. Thank you very much and God bless. Respectfully yours, Marianne Joyce A. Sarsonas BS Accy-I Barbi Ann S. Jane BBA Mgt.-I Mae Rose P. Recilla BBA Mgt.-III Noted by: Ms. Myla June Patron Course Instructor

Name of Interviewee: Mr Glenn Patrimonio Name of Interviewers: Sarsonas, Jane & Recilla Purpose of the interview: For our research paper

INTERVIEWER’S QUESTIONS 1. Do you think effective communication is

essential in a business organization? Why?

2. What form/s of communication do you usually use in conveying your message? Why?

3. So you are basically using verbal

communication Sir, how about nonverbal, what can you say about it?

4. How important is it to communicate with your subordinates, superiors and co-workers?

5. What are the necessary skills that a

business professional should acquire? 6. Can good communication improve the

relationship between the individuals within a business organization?

7. What are the common barriers you have

observed in your workplace with regard to effective business communication?

Date of interview: May 4, 2011 Time started: 9:45 pm Time ended: 10:15 pm

INTERVIEWEE’S RESPONSES

Yes, because it is one of the factors to achieve the goals and objectives in the market. There are many forms. We use advertisements to clearly define the product/service offered by the business. There is also a marketing letters to respective clients in a way to serve and to have a business relationship with them. Well, there are certain standards we have to observe especially in calling the attention of some persons with their attitude or the way they dress. We should not judge them readily but talk with them to have a good relationship. I believe it should not be a one-way communication. Superiors are not really always right with their decisions so they must also listen to their subordinates. Communication is not just talking but also listening. Speaking or conveying ideas well. One must be able to learn this skill in order to achieve the goals and objectives of the company. Well, if everybody is open and has the freedom to participate in a communication, problems can be solved and points can be raised. And there may be ideas from intelligent people that can be considered only if there is an open communication So far, there’s no barrier in terms of communication in the workplace that I’m in right now. It should be noted that open communication would be encouraged so that everybody could be understood and could have an equal share in pointing out ideas and reasoning. Teamwork can also be promoted.

8. Can effective business communication reduce organizational cost?

9. How can effective communication improve

the way a business organization is managed?

10. Can effective business communication

contribute to the success of a business organization?

11. So do you have any other ideas for us Sir? 12. Have you observed effective

communication in your workplace right now Sir?

With the advent of new technologies, there are actually common tool used in communicating. It reduces cost. Also, time is important and if there is an effective communication, they can do their job very well and can save time. Problems will also be resolved readily. Well, communication is not effective if people are not open, not willing to listen and self-centered. If there’s a two-way open communication, this can apparently improve the way the organization is managed. Yes, of course. According to a study, 90 percent of business organizations fail because of lack of communication. You just have to be open and have that passion for service. After working for 15 years in the bank, I think, there was and there is and there will be effective communication. We are in fact, promoting it in the workplace.

May 2, 2011 Mrs. Sonia SyGaco Speech Instructor Hibbard Ave., Silliman University, Dumaguete City Dear Mrs. SyGaco: Good day! We are students from Silliman University, College of Business Administration, and are currently enrolled in Basic Communication 25 (Research Writing in the Discipline) class. One of the requirements of this class is to conduct a personal interview about effective communication as a key to an outstanding business organization. In view of this, we have chosen you as our interviewee because we believe that you could help us in obtaining sufficient information about our topic. We assure you that your answers will be kept confidential and will be used only for the purpose of our study. We would like to conduct the interview at your most preferred time. We are hoping for your positive response. Thank you very much and God bless. Respectfully yours, Marianne Joyce A. Sarsonas BS Accy-I Barbi Ann S. Jane BBA Mgt.-I Mae Rose P. Recilla BBA Mgt.-III Noted by: Ms. Myla June Patron Course Instructor

Name of Interviewee: Mrs. Sonia SyGaco Name of Interviewers: Sarsonas, Jane & Recilla Purpose of the interview: For our research paper

INTERVIEWER’S QUESTIONS 1. Do you think effective communication is



3. How important is it to communicate with

your subordinates, superiors and co-workers?


business professional should acquire?

5. Can good communication improve the relationship between the individuals within a business organization?


observed in your workplace with regard to business communication?

7. How did you overcome these obstacles? 8. Can effective business communication

reduce organizational cost? In what way/s? 9. How can effective communication improve


10. Can effective communication contribute to

the success of a business organization?

Date of interview: May 5, 2011 Time started: 9:45 am Time ended: 10:05 am


Yes, because it is the only tool to promote the product effectively. Verbal communication through detailing of product knowledge and radio advertisements. Nonverbal communication is also important to fully understand and know the person through his actions and gestures. To clarify issues that are not clear. Cascade information from top to bottom level. Good verbal communication skills, sufficient knowledge on the product and professional ethics. Surely, having established a good relationship with members in an organization entails better understanding among themselves. No constant communication among the members or message that is relayed is not disseminated well. By clarifying to the members if the message is not well delivered. Yes, because it saves time. Time in business is very important that waste of it also means waste of money. Relay communication through group meetings, circulation of memo or any form of channels that communication be reviewed. Yes, absolutely.

May 2, 2011 Mr. Joel Glova Manager, Jollibee Corner San Juan, Perdices St., Dumaguete City Dear Ms. Glova: Good day! We are students from Silliman University, College of Business Administration, and are currently enrolled in Basic Communication 25 (Research Writing in the Discipline) class. One of the requirements of this class is to conduct a personal interview about effective communication as a key to an outstanding business organization. In view of this, we have chosen you as our interviewee because we believe that you could help us in obtaining sufficient information about our topic. We assure you that your answers will be kept confidential and will be used only for the purpose of our study. We would like to conduct the interview at your most preferred time. We are hoping for your positive response. Thank you very much and God bless. Respectfully yours, Marianne Joyce A. Sarsonas BS Accy-I Barbi Ann S. Jane BBA Mgt.-I Mae Rose P. Recilla BBA Mgt.-III Noted by: Ms. Myla June Patron Course Instructor

Name of Interviewee: Mr Joel Glova Name of Interviewers: Sarsonas, Jane & Recilla Purpose of the interview: For our research paper INTERVIEWER’S QUESTIONS 1. Do you think effective communication is



3. How important is it to communicate with

your subordinates, superiors and co-workers?


business professional should acquire?

5. Can good communication improve the relationship between the individuals within a business organization?


observed in your workplace with regard to business communication?

7. How did you overcome these obstacles? 8. Can effective business communication

reduce organizational cost? In what way/s? 9. How can effective communication improve


Date of interview: May 6, 2011 Time started: 9:45 am Time ended: 10:05 am


Yes, this will help the organization in knowing their strengths and weaknesses, identifying problems and solutions to meet its goals and objectives. I usually use e-mail, memos, and management team logbook and text messages. This is the fastest way to relay messages in case to case basis from employees to managers, vice versa. It is important in addressing your concern in meeting the organizational goals and objectives. You should basically have an open mind, aggressiveness and assertive attitude, and the spirit of leadership. Yes, you can be aware of each other’s strengths and weaknesses and accept it. It also creates a good atmosphere among members. Some workers have problems with their attitude. By counseling or verbally reprimanding them, of course in private. Sometimes, there are disciplinary actions also. Yes, if you have set targets and quotas, you can be assured to meet them through a clear instruction from your superior or to your employees. Misunderstandings or wrong perception of the message may be avoided so there is a smooth flow of operation. Through listening to the feedback, and concern of the employees. Their suggestions and comments can help us in deciding for the betterment of the business.

10. Can effective communication contribute to the success of a business organization?

Yes, I believe so.

Research Map

Research Questions Type of information Answers

1. What are the characteristics of effective communication in business?

Secondary and Primary

It is two-way and open. There has to be a mutual understanding between the participants.

2. How can an effective communication be achieved?


By being open or disclosing your ideas, thoughts, and comments. You should also learn to listen and to not talk too much. It would be better also if you help the sender in making his message his clear by waiting until he’s done talking or by clarifying vague points.

3. What are the necessary

communication skills needed in business organizations?


Listening, speaking, writing and writing are the most common communication skills you need to acquire. In a business, you should also know how to make decisions, influence behavior, promote unity and manage diversity.

4. What factors could

hamper the achievement of an effective business communication?


There are a lot of factors that hamper the achievement of an effective communication in business. One is the lack of preparation of superiors on how to convey their message. Next are the perplexing assumptions of the employees. Lastly, both of them have problems with regard to bypassing, tunnel vision, improper use of feedback and defensiveness. There are also instances when some employees have undesirable attitudes making it difficult for other persons to communicate with them.

5. Why is effective

communication important in business organizations?


Effective communication is important for a business to achieve its goals and objectives. It develops flexibility as it adapts to

the modern technologies and the world we are in right now. It also increases productivity because no time is wasted in poor instructions thus making the workers more effective and efficient. Making the employees feel that they are part of the group by letting them share and give ideas also increases their satisfaction and improve their morale. People’s behavior may also be influenced through proper communication with them.

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