Quick Revision
Compressed notes for fast review.
1. Communication Basics
a. Definition
- Communication = process of understanding and sharing meaning.
b. Good business communication
- Practical
- Factual
- Concise
- Clear
- Persuasive
2. Communication Process and Model
a. Steps
- Sender has idea
- Encode idea
- Produce message
- Transmit message
- Receiver gets message
- Decode message
- Respond
- Give feedback
b. Flow
Sender -> Encoding -> Message -> Channel -> Receiver -> Decoding -> Response -> Feedback
3. Barriers to Communication Process
a. External barriers
- Noise and distractions
- Competing messages
- Message filtering
- Channel breakdowns
b. Audience mindset barriers
- Problems in receiving
- Problems in decoding
- Problems in responding
4. Components of Communication
a. Eight components
- Source
- Message
- Channel
- Receiver
- Feedback
- Environment
- Context
- Interference
5. Communication Breakdown Case
a. Main issue
- Unclear wording + vague tone + no exact date = encoding problem
b. Receiver side
- Team misunderstood urgency = decoding problem
c. Result
- Barrier came from ambiguous language and weak tone
6. Effective Communicator
a. Responsibilities
- Be prepared
- Be clear and concise
- Be ethical
- Be audience-centered
- Listen carefully
- Maintain professionalism
- Ensure feedback and understanding
- Choose right method
- Give timely response
7. Principles of Effective Business Communication
a. 7 Cs
- Clarity
- Conciseness
- Completeness
- Courtesy
- Correctness
- Consideration
- Concreteness
8. Five Parts of Message
a. Structure
- Attention statement
- Introduction
- Body
- Conclusion
- Residual message
9. Rewriting Poorly Written Messages
a. Problems
- Vague wording
- No purpose
- Weak structure
- No clear action
b. Fix
- Add attention statement
- Add introduction
- Add body
- Add conclusion
- Add residual message
10. Customer Complaint Email Case
a. Problems in original reply
- Failed in completeness
- Failed in courtesy / consideration
b. Better reply should include
- Apology
- Specific issues
- Corrective action
- Empathetic tone
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