Questions

1. Communication Basics

• What is Communication?

2. Communication Process and Model

• What are the steps of communication process?
• Draw communication process diagram.
• Explain communication model.

3. Barriers to Communication Process

• Identify barriers to communication process.
• Explain external barriers and audience mindset.

4. Components of Communication

• Describe eight essential components of communication.

5. Communication Breakdown Case

Asif, project manager, sends instant message to remote team to explain new deadline for software update. Message is filled with technical slang, lacks specific date, and uses casual tone that downplays urgency. Several team members assume deadline is flexible and continue working on other tasks, leading to missed delivery. When Asif follows up and sees work is unfinished, he realizes his instructions were not taken as seriously as he had intended.

Question:

• Illustrate communication process.
• Identify specific stage where breakdown occurred in Asif's message.
• Explain reasoning.

6. Effective Communicator

• What are responsibilities of an effective communicator?

7. Principles of Effective Business Communication

• Describe principles of effective business communication. (7C of communication)

8. Five Parts of Message

• What are five parts of Message?

9. Rewriting Poorly Written Messages

Case: university club president sends following message to students:

There is a meeting tomorrow. You should come. It is important. We will talk about many things. Don't be late.

• Identify problems in message.
• Rewrite message in clear and effective way.

10. Customer Complaint Email Case

In company, customer sends detailed complaint email regarding delayed service order. Email includes frustration about late delivery, lack of updates, and dissatisfaction with customer support response time. Customer service manager replies briefly:

Your complaint is noted. We will check and get back to you.

Customer feels ignored because response does not address specific issues mentioned in complaint. As result, customer becomes more dissatisfied and considers discontinuing future services. Later, manager realizes issue and sends revised, well-structured email addressing each concern properly and assuring corrective action.

• a. Rewrite manager's email using principles of effective business communication.
• b. State how rewritten email is more effective in managing customer relationships.
• c. Identify two communication principles violated in original email and explain their effect.

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