I.

Overview of Communication Process

a. Definition of Communication
b. Constituent Elements in Communication
c. Psychological Factors Affecting Response
d. Circumstantial Factors Affecting Response
e. Barriers in Communication
f. Techniques in Reducing Barriers
II. The Written Communication
a. Organizational Communication
i. Formal Structure (upward,
downward, horizontal)
ii. Informal Structure
b. Directional Flows and Tools in
Communication
c. Physical Appearance of a Business Letter
i. Dress of a Business Letter
ii. Essential Parts of a Business Letter
iii. Auxiliary Parts of a Business Letter
iv. Letter Styles
d. Special Types of Business Letter
i. Sales/Sales Promotion Letter
ii. Claim and Adjustment Letter
iii. Social Personal Business Letter
iv. Credit and Collection Letter
v. Utility Letters
III. Grammar
a. Qualities of Effective Communication
i. Consistency
ii. Coherence
iii. Clarity/Clearness
iv. Conciseness
v. Concreteness
vi. Courtesy
vii. Consideration
viii. Completeness
ix. Correctness
IV. Job Application
a. Application Letter / Effective Communication
Letter
b. Resume
c. Job Interview
V. Communicating Business Report
a. Definition
b. Steps in Writing a Business Letter
c. Outlining
d. Shorter Types of Business Report
Communication is the process sending and receiving message from the sender to the receiver within a context for a feedback,
action or response
- communicare - communia - communis *meaning to share *two way flow

Process Cycle/Step by step procedure

Constituent Elements in Communication

A. Sender - encoder/ communicator/ source

B. Receiver - recipient, decoder, communicator

C. Message - intelligence transmitter by one person to another

Why intelligence was used by the author? Why not idea?

*Intelligence - the ability to acquire, apply and analyze.

Theres no such thing as nonsense message. Theres always an effort exerted. You have your own way of
conceptualizing.

5 Characteristics of Message

1) Verbal or Nonverbal
a. Verbal using words to express yourself, refers to written and spoken
b. Nonverbal gesture, body language
9 Categories of nonverbal communication without the use of body language
i. Space or distance
ii. Things or objects - uniform, clothes
iii. Sounds - bells, alarms, sirens
iv. Color white means purity
v. Texture rough or smooth
vi. Size or figure small or big
vii. Signs or symbols - picture
viii. Scent - perfume
ix. Physical appearance not clothes, aura
*Bimodal mixture of Verbal + Nonverbal communication. Very effective.
2) Intentional or Unintentional
a. Intentional if the sender is aware on the effects of the message to the receiver
b. Unintentional if the sender is not aware on the effects of the message to the receiver
3) Has no meaning on itself, it depends on the receivers interpretation
a. Denotation generally accepted meaning of the word
b. Connotation using my own definition of this word based on my experience or exposure
*You can never force the person to define the word in your own way because he or she has own way of defining
the word
4) Vocal or Non-vocal
*Vocal Voice, refers to sound
a. Verbal-Vocal words to express + hearing of voice
b. Nonverbal-Vocal no use of words but theres a feedback
c. Verbal-Nonvocal - letter
d. Nonverbal-Nonvocal no words, no sound
5) Has two dimensions: content and relational
 a. Content Dimension Sender and Receiver talks about something related to both of them. Normal flow
b. Relational Dimension communication that not related to both (ex. Rumors, gossip, hearsays)
c. Verbal-Nonvocal

Message

Sender Receiver
(encoder) (decoder)

1. Communication Skills 1. Communication Skills

2. Attitude Feedback / 2. Attitude
3. Knowledge Response 3. Knowledge
4. Culture 4. Culture
5. Social System 5. Social System

Broken Lines Changing nature of environment due to different context dimensions

5 Components in the study of source and receiver
1. Communication Skills check the background of your recipient
2. Attitude negative or positive
3. Knowledge
4. Culture
5. Social System
Sender & Receiver must possess both components
Its not possible if only sender has the 5 components. It will be imbalanced
Barriers always present every time the communication takes place

D. Context - circumstances that form the setting

4 Context dimensions - dictate how we communicate
1) Social
culture - traditions
relationship - intimacy
status/ position
2) Physical - place where did it happen
3) Temporal time when did it happen
4) Psychological mood or emotions
E. Channel Means of transporting communication to your recipient

Man most common form, risky because of manipulation. Be extra careful of choosing channel

F. Feedback

Feedback

Psychological Circumstantial

Perception Motivation Setting Timing Authority Rapport

 Denotation Connotation McGregor Maslow Herzberg McClelland

Why do people always get negative feedback?

PSYCHOLOGICAL FACTORS AFFECTING RESPONSE
A. Perception
Denotation + Denotation = Positive
Denotation + Connotation = Negative
Connotation + Connotation = Negative

B. Motivation

1. McGregor Theory X and Y

X - Negative Motivation
- People are not committed and they will not achieve the organizational objectives.
- Threats, insults, punishments
Y - Positive Motivation
- People are committed and they will achieve the organizational objectives.
- Praises, rewards
2. Maslow Hierarchy of Needs
Self-Actualization
Esteem Needs
Social Needs
Safety and Security Needs
Physiological Needs

Why Pyramid? Because only few people can reach the top
You cant reach the top level without satisfying each level 100%
a) Physiological needs Basic needs
b) Safety and Security Financial Security, Security of Tenure
c) Social Needs
d) Esteem Needs
e) Self- Actualization
3. Herzberg Hygiene Motivation
Extrinsic or Intrinsic factors that can motivate or demotivate
a) Extrinsic External Factors (ex, uniform, bankruptcy)
b) Intrinsic Internal Factors (ex. Salary, Company policy, benefits)
4. Mclelland Achievement Motivation
The more achievements you have, the more motivated you are
Two big groups: Less Challenged Individuals and More Challenged Individuals

CIRCUMSTANTIAL FACTORS AFFECTING RESPONSE

Definition of Authority in a shallow way

POWER PRESTIGE CREDIBILITY

INFLUENCE RIGHTS CAPABILITY

POPULARITY POSITION
 1. Authority

2. Timing
Saying the right thing at the right time
Authority without timing is useless
If you are the talk of the town, grab that opportunity
3. Rapport
Establishing Harmonious Relationship
Connection, smooth flow
Positive or Negative(Bribery)
Long-term or instant
4. Setting Manner or method of presenting the/your message. HOW?

WAYS TO IMPROVE SPEAKING SKILLS

1. Read English Materials

2. When you encounter difficult words, check the dictionary
3. Watch English films with English subtitles
4. Talk to someone whos good in English
5. Play Word Games
6. Practice Reading Aloud

FIVE REASONS OF MISPRONUNCIATION

1. Limited Vocabulary
Ex. Vague, Tough Enough, Depot
2. Regional Accent
Ex. Due Date
3. Sound Deficiency - p/f , v/b , t/th

/t/ - picked
*produce the sound of/t/ on past tense, past participle or past form of the verb
- East, scent
*produce the sound of /t/ on words that ends with t
/th/ - sound /th/ - the, those
- soundless /th/ - three, birthday

4. Wrong Stress
ex. Psychological, honorable, kilometers

5. Poor diction and enunciation

- best technique to sound brilliant
EVERYONE IS CAPABLE OF SPEAKING THE LANGUAGE, BUT NOT EVERYONE SOUNDS BRILLIANT

BARRIERS Obstacle, hindrance, distractions

 A. Physical Barriers Environmental Factors
a. Noise ex. Shouting at a bar
b. Lack of Time
c. Distance
*Lack of Time and distance are barriers on Long Distance Relationship
d. Appearance of the Source ex. Mike Enriquez
e. Wrong Channel
B. Psychological Barriers more on emotions
a. Emotional Disturbance anger, fear
b. Difference in Perception denotation and connotation
c. Personality Differences ex. Conservative Boyfriend + Slut Girlfriend
d. Position in the Organization
i. Inferiority Complex
ii. Superiority Complex
Power Tripping - someone with a lower position tries to communicate to a lower rank
C. Semantic Barriers
a. Language Barrier one party speaking another language and another party speaking another language
b. Lack of Knowledge Out of place
c. Poor Listening Skills Problem/Fault of the sender, Mispronunciation of the sender

LEVELS OF HEARING

1. Non-Hearing Physically Absent, Mentally Absent (ex. Problematic Person)

2. Hearing No Comprehension
Thinking Brain and Ears Function as one
Reading Skills Read with Comprehension

FIVE LEVELS OF COMMUNICATION

1. Intrapersonal Communication is a communication that occurs in your own mind. It is a self-talk which refers to inner
speech or mental conversations that we carry on with ourselves. It is the basis of our feelings, biases, prejudices and
beliefs.
Self-talk, feedback, its all you. (Ex. when you make any decision on what to eat or wear)

2. Interpersonal Communication is the communication between two people and may be involved more on informal
conversations. Through this land of communication, we maintain relationships.
Interaction, involves another person (Ex. When you are talking to a friend)

3. Small Group Communication Is a communication within formal or informal groups or teams. It is a group interaction that
results in decision making, problem solving and discussion within and organization
Group or team, (Ex. A group planning for a surprise birthday party

4. One-to-group Communication involves a speaker who seeks to inform, to persuade or to motivate and audience
(Ex. A teacher and a class of students)

5. Mass Communication is the electronic or print transmission of messages to the general public. Outlets called mass media
include television, film and printed materials designed to reach a large audience. Feedback is generally delayed with mass
communication

TECHNIQUES IN REDUCING BARRIERS

 1. Develop Trust
Who should develop Trust? Both
Sender should not monopolize the conversation and receiver should listen attentively to the sender
People who monopolize conversations find themselves very credible what other says nonsense
2. Know How To Listen
GRASP NOT ONLY THE CONTENT BUT ALSO THE FEELING UNDERLYING CONTENT
Do not take the words literally
Read between the lines
Be Sensitive. Its not WHAT you say, but how you say it
Empathize
3. Select Words Carefully
Use words with positive tone or meaning. Euphemism
i. Ugly plain looking
ii. Old People Senior Citizen
iii. Pimples Skin Problems
iv. Salesman Account Executive
v. Telephone Operator Telecommunications Custodian
vi. Janitor - Custodial Engineer
vii. Installment Plan Deferred Payment

THREE ENEMIES OF TACTFULNESS

1. Suspicion doubt
We investigated your claim and we find you incorrect
The word investigated shows that the client has conducted a crime
2. Bluntness insult
Excuse me, Sir/Maam, you have neglected to sign this form
Direct to the point.
It seems that the clerk was showing authority
3. Negativism pessimism
If you have any problems please let us now
Emphasizing whats already negative

2 STRUCTURES OF COMMUNICATION IN THE ORGANIZATION

1. Formal Structure it follows the lines and patterns found in the organizational chart
Upward Superior
Common Barriers: Psychological Barrier Emotional Disturbance
Psychological Barrier Position in the Organization
Downward Subordinate
Common Barrier: Semantic Barrier Lack of Knowledge

Horizontal or Lateral Communication of people with the same level in the organization
Common Problem: Question of Credibility and Authority

You dont allow people in the same position to instruct you

 A real boss doesnt listens to hearsays. A real boss monitors
Initiation rites bosses tell you to do nonsense, testing you on how youll handle situations
2. Informal Structure It does not follow any line or pattern in the organizational chart. Lines change rapidly as personal
relationships between members change. It is often referred to as Grapevine Communication
Grapevine plant that grows in any direction
Ex. Secretary sitting on the lap of the boss. Gossips

BUSINESS LETTER Most common form of external communication and is written to enhance your company image.
2 Factors that project good corporate image
1. Presentation refers to the physical appearance of a business letter.
Ex. High Quality Paper
2. Content refers to the subject matters of the business letter
Example of Errors: Acronyms, abbreviations and contractions

DIRECTIONALS FLOWS AND TOOLS OF COMMUNICATION

Memorandum No Salutations
1. Upward form used only for: No inside address
1.1 Reminders Ended with just initials
1.2 Request Uses full block
2. Downward Form
2.1 Reprimand or Sanction
2.2 Promotion
2.3 Praise formally commendation
2.4 Instruction
Contractions mustnt be used
MEMO A MEMO B
To: (DATE)
From: To:
Subject: From:
Date: Subject:
---------------------------------------------------------- -----------------------------------------------------
______________(PURPOSE)_____________ ______________(PURPOSE)_________
_________________________ _____________________________
______________(DETAILS)______________ ______________(DETAILS)___________
.
_______________________ __________________________
_______________(ACTION)_____________ _______________(ACTION)__________
_______________________ __________________________
M.L.G. M.L.G.

A. Downward flow
1. Memorandum directed to a specific individual or group of personnel
2. Circular directed to the entire personnel
3. Public Address System used for emergency announcements or instant communication
4. Open House exposing actual operations of the business. Marketing Strategy
Ex. Principal, teachers and students of a certain school are invited for:
a. Free CET Exams
b. Free Seminars
c. Campus Tour
5. House Organ The Companys Magazine (Newsletter, Journal, Newspaper
 a. UE Today Newspaper
b. UE Journal Journal
c. UE Newsletter Newsletter
6. Employees Handbook Manual How to do it information
7. Envelope Inserts A small piece of paper inserted in the employees pay slip. Intended for people whos not
always on the building. Field Workers
8. Annual Report Big boss consolidates all the report that is issued once a year
9. Bulletin Board Always downward. No subordinate is allowed to post there
B. Upward Flow
1. Memorandum
2. Open door policy subordinate can go directly to the CEO without passing through channels. Possible to only
big/small companies
3. Guidance Counselor/Psychologist the people who act as employees listening post
Supervisor best listening post
4. Suggestion System known as source of intelligence
5. Survey submitting the first-hand data to the superior
6. Bulletin usually printed in a mimeographed form and includes the list of activities for one year, or a month
7. Union employees talking about benefits, theres a representative
8. Reports financial statements, minutes of the meeting
C. Horizontal/Lateral Flow
1. Meeting or Conferences
a. Problem Solving
b. Brainstorming
c. Decision Making
2. Seminar or Workshop upgrade or improve the skills of employees
a. Certificated
b. Guest Speaker/Resource Person
c. Theme
d. Budget Allocation, too expensive venue
e. Time Allocation, takes hours/days/weeks/months
3. Socials parties
4. Telephones/Intercoms secretary will be answered by another secretary

THE DRESS OF THE BUSINESS LETTER gives an impression of competence and care and tells so much of the character of the firm
1. The Quality of Paper - Stationery
a. Most business letters are on white paper
b. Not to glossy
c. Not should give an impression of cheapness
d. Feel, workability, permanence, cost
2. Design of the Letterhead The very important part of the letterhead is the logo
a. Circle continuous
b. Square equal, fair
c. Triangle stability, power, strength
3. Margin narrow 2
 4. Proper Folding
a. Two Folds. First fold should not cover the inside address. Second fold must leave a half inch on top
b. S-Fold when the envelope used is transparent

STYLES OF BUSINESS LETTERS

FULL BLOCK SEMI BLOCK

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*not very ideal because it is imbalanced

MODIFIED BLOCK INDENTED STYLE

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----------------------, ----------------------,
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.

*obsolete, no longer used by companies

HANGING INDENTED SIMPLIFIED STYLE

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-------------------------------------------------------------
-------------------------------------------------- *used by CEOs. No Salutation and complementary close
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----------------------,

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*what makes it different is the indention

*mostly used on sales letters.

ESSENTIAL PARTS OF A BUSINESS LETTER

1. Heading Letterhead
2. Date dont abbreviate
3. Inside Address 4 lines is the ideal. Includes receivers company, courtesy, position and the specific address, companys
name and the companys address
Dr. Crisol A. Brusa
Dean, College of Arts and Sciences
University of the East
105, Samson Road, Caloocan City
 Rules on Street Numbers:
Nos. 1-9, spell it out,
Two or more digits, write in numbers

4. Salutation title of courtesy and surname

Dear Dr. Brusa:

5. Body message of the letter

6. Complementary Close way of closing the letter, two to three spaces after the body
Very truly yours, Truly yours, Sincerely yours,
*Only the first letter is capitalized

7. Signature handwritten or typewritten, four spaces after complementary closing

Very truly yours,

Handwritten
Type Signature
Wendy D. Tan Position in the organization
Manager

*Stamped Signature there should be initials of the staff

AUXILLARY PARTS OF A BUSINESS LETTER

1. Reference Initials one who typed the letter, two spaces below the signature
WDT/ABC/def

Typist/clerk
Authority/dictator
Highest Position

2. File Reference to easily retrieve the file

USB 3; SH
2-3 Copies
1 copy file copy
1 recipients copy
1 bosss copy
3. Attention Line - directs the message to a specific person
ATTENTION: MR. ROBERTINI PASCUAL

Attention Line can never be and should never be in the inside address or else it will
appear as a personal letter
If the name of the recipient is unknown, just leave it blank
Only the heads of the position are available to the inside address

4. Subject line not necessary. Helps a busy reader by immediately identify in few words the topic
of the letter. Two spaces below the salutation
RE: SEXUAL HARRASMENT or SEXUAL HARRASMENT

Regarding
5. Personal Line indicates that the letter or material is extremely confidential should never be
read by the addressee, two spaces above the inside address
6. Enclosure Notation induce something along with your letter, two spaces under reference
initials

encl: check 13 Or encls: 3

7. Postscript it is written when something important must be stressed out

P.S. Attendance is a must
8. Carbon Copy Notation to send multiple copies of the letter aside from the addressee
CC: Selected officers and members of the organization
9. Blind Carbon Copy Notation indicates that other people were given a copy of the letter but
their names are confidential
BCC