Page 255 - Business Principles and Management
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Unit 3
Channels of Communication
A channel of communication is the means by which a message is conveyed. The
three major channels are oral, written, and nonverbal.
Ethics tip ORAL COMMUNICATION
In the opening story, we learned that Erica’s schedule for the next business day is
nearly filled with oral communications. Speaking with employees, attending meet-
Often employees receive non-
work-related e-mail, such as ings, and receiving and making phone calls consume a great deal of a manager’s
jokes or product solicitations. time. Day-to-day communications require frequent contact with people on a one-
These e-mails should not to-one basis. That contact may be formal, as when Erica interviews a potential
be forwarded to other em- employee, or it may be informal, as when she chats with another employee about
ployees. They are a distrac- the company picnic. Giving employees oral instructions is an especially common
tion, and they can be tracked and significant task. How well managers communicate determines in great part
back to the sender. how high they rise on the management ladder.
WRITTEN COMMUNICATION
Written business communications take many forms. The most common are
memos, e-mails, formal reports, and letters. Figure 10-3 lists some common uses
of business letters. Other written communications include manuals, invoices, tele-
phone message reminders, and notes. Written communications sent electronically
include e-mails, faxes, and postings on electronic bulletin boards.
To communicate effectively in writing, senders should compose messages using
precise, unambiguous words and proper grammar. The messages should also be
FIGURE 10-3 Business letters serve many purposes.
Some Uses for Business Letters
request credit from suppliers
give and refuse credit to customers
collect overdue accounts from customers
request product catalogs from suppliers
order merchandise from suppliers
send information customers requested
acknowledge and fill orders from customers
ask for and make adjustments in customers’ orders
refuse adjustments in customers’ orders
persuade others to take action
convince others about an idea
sell goods and services
congratulate others
thank people for tasks performed
request information about job applicants
request interviews with job applicants
hire or reject job applicants
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