Business Communication BUSC503

Welcome to 503 Module 1- Business Communication

This module covers the following:

• The role of business communications

• Types of business communications

• Methods of business communications

• Problem-Solving

• Establishing a business communication process

The Role of Business Communications

Importance of Communication

Communication is a fundamental human skill. Without it, humans cannot connect to one another. Alongside traditional communication opportunities, such as one-to-one business meetings or telephone calls, we now have a range of interactive communication technologies that provide further opportunities for individuals to communicate. More so than ever, we must know how to communicate well in both the workplace and socially.

Introduction to Communication

Communication refers to the act of transferring information from one person to another (Skills You Need, 2017) - the transfer of information occurring between employees; between workers and their supervisors; between businesses and government departments, for example, the Inland Revenue Department; and between businesses and their other external stakeholders such as clients or customers (Barnett & O'Rourke, 2011, p. 7). In this course, the focus will be on communication that takes place in the workplace, and with external stakeholders.

No matter what industry a business is in or where it is situated, effective communication necessitates an understanding of the rules of successful communication. Understanding the rules is a highly valued skill. An interview of 330 executives determined that 96% of executives consider interpersonal and communication skills to be the most important characteristics of any employee (Cline, 2005).

K?rero - Discussion

Topic:Communication with internal and external stakeholders

The Contribution of Effective Communication to Operational Objectives

Without effective communication, nothing can be done. For a business to achieve its operational objectives, such as ensuring increased stakeholder engagement, respondingto stakeholder concerns and issues in a timely and effective manner,or demonstratingethical behaviour, can only be achieved if communication is clear, concise, timely, and so on. This willminimise the risk of mistakes being made and reduces the likelihood of confusion and conflict when communicating with stakeholders. This will ensure stakeholders are well-informed and have a positive experience when communicating, which will ultimately lead to the increasedachievement of operational goals. andbusiness performance.

Why it is Important to Learn to Communicate

While communication is a skill we develop naturally, alongside walking, singing or dancing, communicatingeffectivelyis not natural and must be learned. Morreale, Osborn and Pearson (2008, p.225) note that although humans can vocalise, they are not born to understand competent communication skills. In fact, the ability to communicate appropriately and effectively is a learned behaviour and can and should be taught.

Communication aptitude is essential when one considers ongoing technology growth, social isolation experiences, the importance of communication to physical and mental well-being, and communication's relevance to the human race's survival.

Technology Growth

Growth in technology has offered humans a wealth of previously unattainable communication opportunities. For example, fifty years ago, it was impossible to communicate with ones work colleagues about a project via email, let alone use a smartphone to receive and view the message. Today, however, communication over various technologies, such as email, Skype, Zoom, and Microsoft Teams, is not unusual and there is a level of expectation that every communication is as valuable as communication that takes place during planned face-to-face meetings within business hours. Therefore, it is important to develop skills that enable one to communicate effectively and efficiently over various mediums.

Growth in technology has also meant that many young adults grow up in a non-verbal culture; for example, many young adults spend a significant amount of time on social media and playing video games which can mean fundamental communication skills are not well developed by the time a young adult reaches the stage of employment (Levine, 2005). Further, software such as Microsoft Word, Pages, and Grammarly, and the proliferation of poorly written websites has meant many young adults move through primary, secondary, and/or tertiary study without developing strength in the basics of grammar, spelling, paragraph formation, the ability to research, or even document presentation. Lack of these basic skills can have negative implications for communications in the workplace.

Social Isolation

It can be argued that trends towards a faster-paced life have left us less time to spend with our friends and family. Additionally, where it used to be normal to remain within the same line of work throughout ones lifetime, it is common to change both where one works, and the line of work one is in. Subsequently, developing close ties with neighbours and/or work colleagues has become more challenging and the experience of social isolation is not uncommon. COVID-19 lockdowns, added to this problem. Developing strong relationship-building skills via effective communication is one way to limit our social isolation experience.

Mental, Emotional, and Physical Health

Mental, emotional, and physical health are directly related to our ability to communicate. Consider the impact of being unable to communicate where and how pain is felt to a doctor. Or, the impact of being unable to communicate your feelings to your partner. Or, the effect of being unable to communicate what impact an unrealistic work-related deadline is having on your mental well-being. In all these instances, the quality of your communication skills is strongly associated with mental, emotional, and/or physical health (Stewart, 2005, p. 8).

Human-race Survival

The ability to communicate effectively is paramount for the human race to survive. Career success; being a responsible citizen, both socially and culturally; achieving educational goals; feeling complete as a person; the advancement and attainment of organisational goals; and dealing with concerns such as pollution and terrorism (Morreale et al., 2008) are considered unattainable without effective communication skills. This is understandable when we consider what would happen without some avenue of communication: the human race would be a jumbled mess of individuals in a state of perpetual chaos because neither planning nor execution of plans could take place. Therefore, the ability to communicate effectively is highly relevant to the survival of the human race.

Globalisation

Globalisation has introduced unique challenges to communication. Not only are humans expected to understand workplace protocols and effective communication techniques specific to the environments in which they typically occupy (such as an appropriate greeting when meeting a business associate), but now that globalisation is considered a commonplace concept, humans are also expected to be competent at communicating with people from around the world. Such knowledge is expected despite individuals being from different cultures, having different communication protocol ideas, and valuing certain words and/or behaviours differently. Therefore, globalisation makes it very important to study communication theory to alleviate the complexities of communicating with people from diverse backgrounds and environments.

Why We Communicate

Why Do We Need to Communicate

In general, humans communicate to satisfy practical, identity and social needs.

Satisfaction of practical needs refers to the concept of getting others to behave in specific ways. For example, we communicate to request that a bus driver stop at a specific point. We might also use communication to determine how others want us to behave. For example, we might communicate to ask a supervisor how to address a certain customer complaint. In essence, communication is used to deliver and gain practical information to enable us to survive.

Satisfaction ofidentityrefers to the concept of understanding who we are - we use communication and the way others react to us to gauge who we are as people. For example, when people laugh at our jokes, we understand that we are funny and/or entertaining.

Satisfaction ofsocialneeds refers to the way we interact and relate to each other. It includes what we need to give to others and what we need to get from others. These needs include the need to associate with others and feel included, known as inclusion; the need for affection for emotional well-being, known as affection; and the need to exercise power or have power exercised over us, known as control. As noted by Barnett and ORourke (2011, p.15), social needs operate in three different dimensions. The first dimension, inclusion, ranges from being excluded and not respected to being included and respected. The second dimension, affection, ranges from dislike through affinity to affection. The third dimension, control, ranges from domination to submission.

In the workplace, individuals communicate to satisfy business needs. Such needs include information flow, control, innovation, motivation, and ensuring alignment of personal and organisational goals:

• Information flow. Businesses need information to flow between people and departments to achieve organisational goals.

• Control. Communication facilitates a level of control in a business because it enables individuals to determine what they should or should not be doing, how they should do it, and at what level they should do it.

• Innovation. Communication with others facilitates the generation of ideas, thereby facilitating innovation. Innovation is a vital part of a business's success.

• Motivation. Communication can be used to motivate employees. Feeling as though one belongs in an organisation, developing workplace friendships, induction and training, and acknowledgement enhances feelings of workplace satisfaction and, as such, levels of motivation.

• Ensuringalignment of personal and organisational goals. Alignment of an individuals personal goals (such as a sense of achievement and respect or the ability to use ones skills in a professional environment) and the goals of an organisation (such as the provision of quality service and products, and innovation) facilitate a satisfactory employee/employer relationship. Communication can be used to determine whether the organisation's goals and the goals of the individual align.

K?rero - Discussion

Topic:Importance of Communication

Mahi -Activity

View the following video and note down key points that will assist you in improving your workplace communication.

Communication Strategies

What is a Communication Strategy?

A communication strategy refers to a plan for how the business will effectively communicate with its stakeholders, both internally and externally. It is a roadmap that outlines the messaging, channels, and tactics that a company will use to convey its brand, values, and objectives to its audience.

A well-defined communication strategy helps a business achieve its operational goals by ensuring that all communication efforts are consistent, targeted, and aligned with the business's overall mission. A communication strategy typically includes the following components:

1. Set goals- what are you wanting the strategy to achieve?

1. Audience identification: Define the target audience for your communication efforts, including customers, employees, investors, and other stakeholders. Audience identification is important because it helps businesses tailor their messaging and communication channels to effectively reach their target audience. This may involve conducting market research to gain insights into the target audience's needs, interests, demographic characteristics, behavior patterns, and communication preferences.

For example, if a business is targeting young adults, they may use social media platforms such as Instagram or Snapchat to reach this audience, as these platforms are popular among this demographic. Alternatively, if the target audience is older adults, a business may choose to use traditional media channels such as television or print advertising.

1. Messaging:Develop key messages that are consistent with your brand and values.This involves crafting and delivering clear and concise messages that are tailored to specific audiences and designed to achieve specific goals. Effective messaging should be compelling, persuasive, and engaging, and should communicate key information in a way that is easy to understand.

When developing messaging as part of a communication strategy, businesses should consider factors such as their target audience, the channels they will use to communicate, and the goals they hope to achieve. They should also consider any potential barriers to effective communication, such as language barriers or cultural differences, and develop strategies to overcome these obstacles.

1. Channels:Identify the channels you will use to communicate with your audience, including social media, email, newsletters, and press releases.These are the various methods or tools that a business can use to deliver its messages to its stakeholders. The choice of channels will depend on various factors, such as the target audience, the message being communicated, and the resources available to the business and the stakeholders.

1. Techniques:Determine the specific techniques you will use to execute your communication strategies, such as assigning roles and responsibilities, timelines, key messaging, and resources.

1. Measurement:Establish desired outcomes and metrics to track the success of your communication strategies, such as engagement rates, sustainability, and behavioural changes.

Overall, a communication strategy is essential for any business to build strong relationships with its stakeholders and achieve its operational goals effectively.

What Are Contemporary Communication Strategies Used in Business?

Contemporary communication strategies refer to the current and up-to-date methods and approaches used to effectively communicate and engage with others.

Digital and Online Communication
With the increasing reliance on digital platforms, businesses leverage various tools and channels such as email, instant messaging, video conferencing, collaboration platforms, and social media to facilitate quick and efficient communication with employees, customers, partners, and other stakeholders.

Social Media Engagement
Social media platforms provide a powerful means for businesses to engage with their target audience. By actively participating in social media networks and utilising features like posts, comments, shares, and direct messages, businesses can build brand awareness, foster customer relationships, address concerns and gather valuable feedback.

Mobile Communication
Mobile devices have become universal, making mobile communication strategies essential. Businesses leverage mobile apps, text messaging, push notifications, and mobile-friendly websites to reach and interact with customers, employees, and partners on their preferred devices.

Visual Communication
Visual content, including infographics, videos, images, and presentations, plays a crucial role in modern communication strategies. These visuals can convey complex information in a more engaging and easily understandable manner, helping businesses communicate their messages effectively.

Personalised and Targeted Communication
Tailoring communication to specific audiences is key in contemporary strategies. Businesses use customer relationship management (CRM) systems and data analytics to gather insights about their audience's preferences, allowing them to personalise messages and deliver targeted content that resonates with individual needs and interests.

Mahi - Activity

Read this articlePersonalisation remains a challenge despite growth potential - says new study from TrackLinks to an external site., regarding the importance of personalising your communications with customers

Transparent and Authentic Communication
Building trust is crucial in business communication. Businesses strive for transparency and authenticity by openly sharing information, addressing concerns proactively, and maintaining open lines of communication with stakeholders. This fosters stronger relationships and enhances credibility.

Internal Communication Platforms
To ensure effective internal communication, businesses use dedicated platforms such as intranets, enterprise social networks, and collaboration tools. These platforms facilitate real-time information sharing, teamwork, and knowledge management among employees, fostering collaboration and enhancing productivity.

Storytelling and Brand Narrative
Businesses recognise the power of storytelling to connect with audiences on an emotional level. By crafting compelling narratives around their brand, mission, values, and products/services, businesses can effectively communicate their unique identity and differentiate themselves in a crowded marketplace.

Whittaker's advertisements are an excellent example of storytelling.

Types of Business Communications - Levels

Levels of Communication

Work environments and ones personal life have many levels of communication:

• Intrapersonal communication
  This level is concerned with the thoughts and feelings of oneself, how and why these thoughts and feelings are formed, and what impact they have on communication

• Interpersonal communication
  This level is concerned with how two people communicate one-to-one and in person, or via asynchronous communication (communication not in real-time), such as e-mail. Examples of interpersonal communication include an interview, negotiation, writing an e-mail, and/or customer service.

• Group communication
  This level is concerned with how a group of people interacts with one another either virtually or face-to-face. Group communication is different from interpersonal communication, given there are more interactions involved. For example, in a group of five people, each person interacts with four other people, which provides an opportunity for twenty different one-to-one interactions. Interactions may also be one-to-two, one-to-three, or one-to-four. Group decision-making is an example of group communication.

• Organisational communication
  This level is concerned with intrapersonal, interpersonal, and group communication in the workplace. Organisational communication may be internal or external. Internal communication refers to communication that takes place within the business and includes facets such as how one dresses, uses common phrases, and/or how reports are presented. By contrast, external communication refers to communication that takes place with someone outside of the business, such as customers, potential employees, or suppliers.

• Mass communication
  Concerned with communicating to large groups of the public via the use of media technology such as television, radio, and social media. It is important to note that the media is pertinent for influencing public opinion. The media is also an important avenue for marketing.

Interestingly, technology is distorting the line between interpersonal communication, organisational communication, and mass communication. As noted by Barnett and ORourke (2011, p.13), internet use is a combination of all three of these communication forms; television is becoming more interactive, and the interpersonal communication channels of text messaging and social networking have become a form of marketing.

Forms of Communication

Human communication can be divided into four categories: verbal and non-verbal, and mediated and non-mediated (Barnett & O'Rourke, 2011, p. 8).

Verbal and Non-verbal

Verbal communicationrefers to the use of language and words; language and words being divisible into oral (speaking), aural (listening), writing, and reading. Besides what is typically understood to be languages, such as M?ori, English, or French, there is also text messaging language. Sign language and Morse code are also considered a source of verbal communication, despite being silent, because they have symbols that represent words. All verbal communication can be classified into two groups: synchronous - verbal communication that occurs in real-time, such as during a meeting, or asynchronous - not in real-time, such as reading a newspaper (The Linus Information Project, 2005).

Non-verbal communicationrefers to actions that send a message without the use of words or language. Such non-verbal communication includes facial expression, gestures, paralinguistics (such as tone, loudness, inflection, and pitch), body language, posture, proxemics (a persons personal space), oculesics (the use of eyes), haptics (touch), chronemics (the handling of time), and/or appearance (choice of hairstyle, clothing and other appearance-related aspects)

The below table stratifies verbal and non-verbal communication into vocal and non-vocal, adapted from Hargie (2016, p. 63).

	Verbal communication	Nonverbal communication
Vocal	Content of communication	Accent, volume, pitch, intonation
Non-vocal	Writing, sign language, braille	Body language such as facial expression, posture, gesture, and gaze.

Mediated and Unmediated

Verbal and non-verbal communication can be divided into mediated and unmediated groups.Mediated communicationrefers to using technology and/or tools during communication - e-mail, slide presentation, and/or a website are considered avenues of mediated communication. By contrast,unmediated communicationrefers to where those involved in a communication are physically present in one space (Barnett & O'Rourke, 2011, p. 9) and a message is passed between people using verbal or non-verbal communication. The below table presents examples of verbal and non-verbal communication, stratified by mediated and unmediated communication techniques.

	Verbal communication	Non-verbal communication
Mediated Communication	Text messaging, e-mail, blogs, websites, television, YouTube, PowerPoint presentations	Television, websites, or videos that show facial expressions, eye contact, and/or body language
Unmediated Communication	Sign language, conversations that take place face-to-face, speeches, meetings	Making eye contact, body language, clothing choices

Visual Communication

In the workplace, the communication of numbers, percentages, and amounts of money (among other things) is a complex process (Noble, 2007; Gerson & Gerson, 2006). Words are not the only tool used; how the words are written is important. For example, correct use of grammar and punctuation can make or break a paragraph and, as such, communicate or fail to communicate an idea.

Layout is also an important part of visual communication. A page filled with text is not as effective at communicating ideas as a page that utilises text and images and/or graphics. Subsequently, layout design is important, albeit at times costly, part of the workplace communication toolbox.

Visual communication is vital for communicating business facts and figures such as industry trends and business growth percentages to stakeholders. Visual communication is also important for communicating important information about products to customers. For example, a big red line through an icon tends to suggest to not do whatever the icon is doing; if the red line is missing, customers may do whatever the icon is doing. Visual communication also reinforces a businesss identity with icons.

Effective Page Layout

The importance of page layout becomes clear when one considers the ineffective layout of meeting minutes in the following:

The meeting at Mary Dooyle was attended by the residents, staff, and other stakeholders. After the first drink, Mavis Tott introduced the guest speaker, Oliver Smith, owner of Reinman Healthcare in Wanganui. Tott spoke about the importance of developing larger complexes to accommodate the growing number of people needing full-time health care in Southern Hawkes Bay. Tott suggested (a) scouting for more investors, (b) obtaining land from local farmers (c) meetings with the local council to design areas of Dannevirke that were wheelchair friendly. Next to speak was Bill Oscar, the landscape designer of Millys Gardens. He spoke about the importance of developing gardens with wide access and the use of plants that were low allergy but strongly resistant to caterpillars. The night was finished off with a dinner and the night ended at about nine.

Headings and Talking Headings

All written material, whether minutes, reports, or other, benefit from the use of headings that are applicable to the content. Headings help a reader to navigate the text. For example, in the minutes above, applicable headings might be who attended, first speaker, second speaker, or evening close. Typically, however, business documents benefit from headings such as Introduction, Discussion, and Conclusion.

Talking headings tend to be more informative than headings and are preferred in business communication. Talking headings provide clarity about the content that is to follow. To create a talking heading, use a subject, a verb, and an object. For example, a talking heading might be Jansen Building Supply Reviews 2017 Employee Packages, where:

Jansen Building Supply	Reviews	Employee Packages
Subject	Verb	Object

Alternatively, use informative phrases such as internet use for private study and cost analysis of upskilling casual staff.

Chunking

Another way to improve the design of a document is to divide the text into small chunks of information this is called chunking. Chunking helps the reader follow the organisation of the content because they can see which topics go together and which do not.

Chunking can be achieved via any of the following ways:

• Place white space between paragraphs by putting horizontal spacing between them. In MS Word, this is created by hitting return at the end of a paragraph.

• Place horizontal lines across the page to separate information.

• Use section dividers and tabs.

• Use headings.

• Mahi - Activity 1

What is the difference between the layout of LinkedIn and Facebook...sharing and advertising?

Mahi - Activity 2

For the next two days focus on mindfully observing communication within your workplace and reflecting on how you communicate on a day-to-day basis. Communication is something we take for granted but the rules and channels are very complex.

Communication theories aim to explain information or perceived behaviours. Theories can be used to break down behaviour into small components to understand what is happening. Communication theories tend to use models where a model presents elements of a theory in a visual format.

Four Contemporary Communication Theories

There are many communication theories, but we will focus on the following three in relation to communication in a business setting:

• Social Exchange Theory

• Communication Accommodation Theory

• Social Learning Theory

• Expectancy Violations Theory

Social Exchange Theory

Social Exchange Theory explains human interactions and relationships in terms of the exchange of resources or rewards. In the context of communication, Social Exchange Theory suggests that individuals engage in communication to receive some benefit in return. This benefit could be tangible, such as information, goods, or services, or intangible, such as emotional support, recognition, or status (Cropanzano & Mitchell, 2005).

Social Exchange Theory can be applied to various communication situations in a business context. For example, when a business communicates with its customers, it is engaging in a social exchange process in which it seeks financial benefits, such as increased sales, in return for providing customers with products or services that meet their needs. Similarly, when employees communicate with their colleagues or supervisors, they are engaging in a social exchange process in which they are seeking to receive recognition, status, or other rewards in return for their contributions to the business (Eisenberger et al., 2010).

Communication Accommodation Theory

Communication Accommodation Theory (CAT) explains how individuals adjust their communication style to accommodate the communication style of others. CAT suggests that individuals modify their language, voice, and nonverbal cues to match or "accommodate" the communication behaviour of their conversational partner. This can be done in order to enhance social interaction, build rapport, and establish common ground.

According to Giles and Coupland (1991), who first proposed the theory, there are three types of accommodation:convergence, divergence, and maintenance. Convergence occurs when an individual adapts their communication style to be more similar to their conversational partner. Divergence occurs when an individual deliberately distinguishes their communication style from their conversational partner. Maintenance occurs when an individual maintains their existing communication style, regardless of their conversational partner's behavior.

Overall, CAT provides a valuable framework for understanding how individuals adjust their communication style to enhance social interaction and build rapport. By understanding the principles of CAT, individuals and businesses can better tailor their communication strategies to meet the needs of their audiences and achieve their communication goals.

Social Learning Theory

Social Learning Theory was developed by Albert Bandura, which explains how individuals learn through observation, imitation, and modeling. In the context of communication, Social Learning Theory suggests that individuals learn how to communicate by observing and imitating the communication behaviors of others.

Social Learning Theory can be applied to various communication situations in a business context. For example, employees may learn how to communicate effectively with their manager by observing their colleagues. Similarly, salespeople may learn how to persuade customers to buy products by observing the behaviours of successful salespeople.

Expectancy Violations Theory

Expectancy Violations Theory (EVT) was developed by Judee K. Burgoon in the 1970s that seeks to explain how people respond to unexpected communication behaviours from others. EVT suggests that people have certain expectations about how others should behave based on social norms, personal characteristics, and situational factors. When those expectations are violated, people are likely to experience arousal and may respond with positive or negative reactions (Burgoon, 1978).

EVT has been applied to various communication contexts, including interpersonal communication, nonverbal communication, and computer-mediated communication. In these contexts, EVT has been used to explain how people respond to unexpected behaviours such as invading personal space, using nonverbal cues that are inconsistent with the message, and using emoticons in online communication.

One of the key assumptions of EVT is that people have a personal space that they consider to be their own. When others invade this personal space, it can be seen as a violation of expectations and may lead to negative reactions. For example, if someone stands too close to us during a conversation, we may feel uncomfortable and try to move away (Burgoon, 1982).

Another application of EVT is to understand how people respond to nonverbal communication that is inconsistent with the verbal message. For example, if someone says they are happy but their facial expressions suggest otherwise, the inconsistency may lead to confusion or mistrust (Burgoon & Jones, 1976).

Finally, EVT has been applied to computer-mediated communication to explain how people respond to emoticons and other nonverbal cues that are commonly used in online communication. Studies have shown that the use of emoticons can influence how people perceive the sender's message and can lead to more positive responses (Walther, 1992).

Methods of Business Communications

Channels of Communications

Channels of communication refer to the medium through which a message is transmitted to its intended audience, such as electronic or print media.There are various communication channels in the workplace, including face-to-face meetings, e-mail, internal office mailing, posters, home mailings, newsletters, memos, intranet, and/or websites.

The communication channel utilised to deliver a message should be relevant to the type of message being sent and should be appropriate for the recipient(s) of the message.

Workplace Communication Channels

Communication in the workplace can occur via a variety of channels including e-mail, text messaging, telephone conversations, voice mail, video calling, and face-to-face communication. The following evaluates a variety of communication channels concerning their benefits and drawbacks when used in the workplace.

E-mails

E-mail has transformed the way people communicate with one another (Gaille, 2016). One can instantly send a message to anyone in the world provided they have their correct e-mail address. This facilitates closer collaboration irrespective of the distance between people. E-mail requires little training and is cost-effective. However, e-mail can also be very time-consuming and can severely limit productivity when the rate of e-mail in and out is high.

Benefits associated with the use of e-mail during workplace communication include:

• Not having to have the receiver present when the message is sent.

• The ability to send e-mails at any time of the day.

• The ability to attach files and images. This is very valuable for contractors, freelancers, and sole proprietors who work from home.

• More than one person can participate in the conversations. By adding addresses into the bcc and ccc sections of an e-mail, multiple people can see the content of the e-mail.

• The ability to ask for proof of receipt for an e-mail sent and proof that an e-mail was opened enables a sender to know that the receiver has received the message.

• The ability to refer back to the message at a later date.

Problems associated with the use of e-mail for communication include:

• The text of the e-mail may be misunderstood and may result in miscommunication. Subsequently, many businesses prefer communication methods that incorporate non-verbal cues, such as face-to-face meetings and video calling.

• E-mails can share malware, viruses, and Trojan horses. Such viruses can lead to productivity interference due to the receiver of a message having to repair the damage caused to a work computer. Further, e-mails can contain phishing scams which can put business information at risk. As such, a business may put protocols in place regarding what can and cannot be attached to or downloaded from an e-mail. Such restrictions can introduce communication barriers in the workplace.

• E-mails sent to external stakeholders may not reach the professional standards of a business. This may lead to the recipient developing an inaccurate image of the businesss level of professionalism - a form of miscommunication.

E-mails are quickly becoming one of the main forms of communication in business and are often used in place of informal and formal verbal communication (Noble, 2007; Gerson & Gerson, 2006).

It is important to note how easily mistakes can slip into an e-mail. Not only is this because many people consider e-mail to be a quick way of gaining information about x and, as such, expect a speedy turnaround on e-mail, but also because e-mailing is second nature to many people. Therefore slowing down and considering whether an e-mail meets the seven Cs of business letters (Concise, clear, correct, concrete, complete, courteous, coherent)may be considered time-consuming on a quick, I-have-thirty-other-e-mails-to-reply-to-before-my-meeting response.

Tips for improving your e-mail

To improve your e-mail writing, remember these nine rules:

1. Do not forget that e-mail is easily forwarded. As such, you can never guarantee who will read it. Do not put information in an e-mail that you would not confidently say to the recipient or to others.

1. Avoid rushing your responses.

1. Consider how your e-mail will be interpreted. Is the tone appropriate? Could the tone be misinterpreted? If so, reconsider how the e-mail is written.

1. Remember that copying in other colleagues or members of the organisation may be perceived as threatening. For example, copying in the businesss owner when asking a colleague how they are getting on with the x project may lead the recipient to think that the businesss owner is the one who requires the information, not the manager.

1. Avoid the use of using only capital letters as this suggests you are shouting.

1. Avoid too many exclamation marks. This makes an e-mail seem unprofessional.

1. There are two schools of thought with regard to emoticons. Some people consider them a vital part of business communication; they minimise the chance of an e-mail being misinterpreted due to the recipient not seeing the sender smile, looking excited, or looking concerned. Another school of thought is that emoticons are frustrating and should not be involved in business writing. Aim for a happy balance of some emoticons if you do not know the recipients preference. Importantly, if your business suggests that emoticons should not be used in an e-mail, do not use them.

1. Limit the number of abbreviations and acronyms in the text.

1. Use the blind copy function (bcc) if you send e-mails to a group of people who do not know each other. Using the copy function (cc) means that all recipients can see each others e-mail addresses, which may be regarded as an intrusion of privacy.

Aspects unique to e-mails

While the content of an email should be very similar to that of a letter, there are a few unique points to remember when e-mailing:

• Ensure you have the correct e-mail address before sending your e-mail; otherwise, the communication will not reach the recipient. Remember that e-mail addresses written in-text can sometimes be incorrectly noted. Ensure you double-check the e-mail address before pushing send. Note that email addresses are not case-sensitive.

• Advise the recipient of the content of the e-mail by placing it in a subject line. For example, Project Timeline.

• When writing to someone you do not personally know, sign off with Yours sincerely. When writing to someone you have met, sign off with Regards, Kind regards, Warm regards or something similar. It is good practice in a New Zealand business to use M?ori greetings, such as 'Kia ora', 'T?n? koe', 'M?rena' or 'Ata m?rie', and sign-offs such as 'Ng? mihi', 'Ng? mihi nui', 'N?ku, n?', 'Kia pai t? r?'.

• If your business has a specific e-mail format, ensure you follow their guidelines.

• Sign off with your first (and usually last) name.

• If attaching documents to the email, ensure the attachment has a succinct and relevant name. An additional point regarding attachments is that some substantial documents may be too large for the recipient to download. Large documents may need to be uploaded to a third party, such as Dropbox, for the recipient to receive them quickly.

Methods of Communications - Text Messaging

Text Messaging

Text messaging refers to short messages sent between mobile phones. One can instantly send a text message to anyone in the world, provided they have their correct phone number (and additional area information when sending messages overseas). This enables closer collaborations no matter the distance between people. Like e-mail, text messaging requires little training and is cost-effective.

Benefits associated with the use of text messaging during workplace communication include:

• Text messaging is convenient and is likely to reach the recipient of the message instantly. Primarily this is because most people carry their cell phones everywhere. Subsequently, text messages are often received in places that e-mail, letters and voicemail cannot reach.

• The receiver of the message does not need to be present when the message is sent.

• A text message can be sent at any time of the day. This speeds up the communication process.

• Attachments, namely photographs, can be sent along with a text message. This supports communications in the workplace by providing supporting evidence of the topic being discussed. For example, a researcher might send a photo of a plant being investigated to a colleague so that they can both visually see the plant being discussed.

Problems associated with the use of text messages during workplace communications include:

• The text of the message may be misunderstood and may result in miscommunication. As alluded to before, many businesses prefer to use communication methods that incorporate non-verbal cues such as face-to-face meetings and video calling instead.

• Size restrictions of a text message mean messages sent must be brief. The lack of detail can lead to miscommunication when vital information is left out or glossed over.

Telephone Conversations and Voice-mail

Many people speak on the telephone several times a day, and each time they do, their oral communication skills become crucial (Noble, 2007; Gerson & Gerson, 2006). For example, if you are a bank manager, you answer a telephone call, and your oral communication skills are on display. If you work in a call centre, keeping your position is strongly associated with communicating well on the telephone. Voice-mail messages, left on a telephone when the receiver of a message is unavailable to participate in a phone conversation, may also happen several, if not many, times a day.

The primary benefit of telephone conversations for workplace communication is that telephoning is convenient and likely to reach the recipient if they are likely to be near their office telephone or are carrying their cell phone. However, there are many challenges associated with the use of a telephone to carry out workplace communications. A few are noted below:

• The sender and receiver of a message need to have a telephone near or with them for the message to be communicated.

• A telephone conversation can only occur during certain hours of the day typically during business hours because both parties need to physically hold a telephone.

• Telephone conversations make no allowances for non-verbal cues such as facial features. While tone does help indicate the mood of the conversation, the tone can be misinterpreted without additional non-verbal cues, introducing workplace miscommunication.

Voice Mail

The primary benefit of voice messages for workplace communication is that voice messages are convenient and likely to reach the recipient of the message. Two main barriers to effective communication when usingvoice mailinclude:

• Voice mail recordings are short. The message's sender must keep the information communicated briefly; if vital information is left out, the message may be misunderstood.

• Like telephone conversations, voice mail makes no allowances for non-verbal cues such as facial features.

The following presents ten tips for telephone and voice-mail etiquette:

• Have a plan regarding what you are going to say before you call.

• Speak clearly and enunciate each syllable.

• Try to reduce the amount of ramble in the conversation.

• Aim to eliminate long pauses.

• Leave short and to-the-point messages.

• Avoid communicating bad news on the telephone or via voice mail.

• Always repeat your phone number twice, slowly, in groups of two or three numbers. For example, 06 845 76 56.

• Suggest your email address as another option for contact. For example, you can also reach me at A underscore Smith at Gmail dot com.

• Convey a friendly, pleasant, and polite tone.

• If you would like your call returned, say so.

Video Conferencing

Giving informal oral presentations is very common in business (Noble, 2007; Gerson & Gerson, 2006). You may need to speak to a colleague, communicate with your employer about an upcoming launch, or may need to speak with your supervisor about changes to your position.

With advances in technology, video conferencing is becoming a common medium for informal oral presentations. During video conferencing, the aim is for all participants to feel like they are in the same room. Some benefits associated with the use of video conferencing during workplace communication include:

• The message sender's ability to provide both verbal and non-verbal cues to those they are communicating with. This enhances effective communication.

• The receivers of a message can instantly communicate a reply message that also contains verbal and nonverbal cues. This also enhances effective communication.

However, there are challenges associated with the use of video conferences to carry out workplace communications.

• The sender and receiver of a message need to have video conferencing equipment near or with them while the video conference message is being sent. Without the appropriate equipment, delays in communication may occur.

• A video conference can only occur during certain hours of the day typically during business hours because all parties need to be physically near video conferencing equipment.

• Background noise and separate discussions going on at the same time if more than one person in the call is in the same room together.

K?rero - Discussion

Topic:Video conferencing

Face-to-Face Communication

In business, face-to-face communication is ubiquitous. You may communicate with a colleague in an office hallway about a project, may meet with clients for lunch, or may communicate during a meeting with more than one work associate.

The benefits associated with the use of face-to-face communication in the workplace are similar to those of video conferencing and include:

• The message sender's ability to provide both verbal and non-verbal cues to those they are communicating with. This enhances effective communication.

• The receivers of a message can instantly communicate a reply message that also contains verbal and nonverbal cues. This also enhances effective communication.

• Emotional warmth, support, comfort, and consolation can be given when in the same physical space.

However, there are challenges associated with the use of face-to-face communication.

• The sender and receiver of a message need to be in the same physical space to carry out a face-to-face conversation. This means that face-to-face communications can only take place at certain times of the day and may need to be scheduled (when both parties are in the workplace).

• The sender and receiver of a message need to be aware of all the communication barriers that might interfere with the decoding of a message. Such barriers include culture, gender, and language. For example, having face-to-face communication with someone who has a strong accent introduces a language barrier; both parties need to make adjustments and/or allowances to ensure the barrier does not cause miscommunication.

• There is no record of the conversation for future reference.

Letters

Letters have been replaced by e-mail as the primary form of written communication in todays business environment. However, letters remain a good way to make an impact on the recipient (Noble, 2007; Gerson & Gerson, 2006).

Business letters look more professional than e-mail, will look the way the sender intended (that is, the layout does not change depending on what technology the receiver uses to receive the message), can be photographed/scanned or filed, the senders signature provides a personal touch, and it just feels different to send and receive a letter. It also gives the sender the opportunity to include other documents, such as small gifts or brochures with the letter.

Before You Start Writing

Before writing a letter, identify the following.

• What is the purpose of the letter?

• Who is the recipient? Do I know this person well or are they a new client?

• What information do I need to encode and send in my message to my recipient?

• How should I write? Should the message be encoded in a formal or informal tone?

• What is the desired outcome? What message do I want the recipient to receive and what do I want them to do with the message?

Structure of a Letter

The structure of a letter can be broken down into the following elements:

• Place the date before (or after) the address. The style used to indicate the date varies between organisations. If there is no predetermined date style, ensure you are consistent in all your letter writing.

• References are still used by many businesses to help with the retrieval of information. The reference can be placed after the date. For example job title, business name, etc.

• Present the address block left with no punctuation. Ensure you place the name of the recipient before the postal address. Whether you include a title (such as Mrs or Mr) along with the name is dependent on your business's style.

• Place the greeting, Dear, or "Kia ora" for example, to the left with no punctuation underneath the address. Place a double white space before and after the greeting.

• A heading may be used to indicate what the letter is about - though this is optional. If the letter includes a heading, place the heading in a heavier weight than the rest of the text, such as bold.

• The main body of the text should be placed block left without any indenting. Place a double white space between paragraphs. The main body should include an introduction (why the letter has been written), body text (discusses the subject of the letter), and an ending (restate the purpose of the e-mail using phrases such as Once again, thank you for and signing off the letter using phrases such as I look forward to speaking to you further about

• The sign-off, such as Yours sincerely or Yours faithfully, "Ng? mihi" or "Kia pai t? r?", is blocked left without punctuation.

• Leave at least three double white spaces between the sign-off and the senders name for the senders signature.

• The senders name should be blocked left without punctuation.

Seven Cs of Business Letters

To ensure a business letter has value, follow the rule of the seven Cs of business letters. Be:

1. Clear. Ensure your letter leaves no doubt about the point of the letter.

1. Complete. Ensure that the subject of the letter is explained in its entirety (do not leave anything out).

1. Concise. Ensure that the content is concise.

1. Correct. Ensure your content is factually correct. The letter should have a tone appropriate for the subject matter and the recipient. Additionally, all grammar, spelling, and punctuation should be correct.

1. Courteous. Aim to keep content polite, even if you are making a complaint.

1. Careful. Do not threaten, exaggerate or include information that should not be shared. Ensure that what you write is factual.

1. Considered. Consider how the content of the letter will be read by the recipient. Will they interpret the letter in the same tone that you intended? Is the subject explained clearly?

Methods of Communications - Reports

Reports

Reports are formal documents produced to inform the reader of an investigation or research carried out (Noble, 2007; Gerson & Gerson, 2006). Reports tend to contain a considerable amount of information and, as such, use strict structures to ensure that information is communicated effectively and in a predictable order.

Before Writing

Before writing a report, identify the following elements:

• What is the purpose of the report? Is the purpose to convey change plans, report an incident, evaluate a new work practice, or illuminate a problem in product production? Or, perhaps the report is to summarise the financial position of the business?

• What is the desired outcome of the report? The desired outcome is strongly associated with whether the report aims to inform, evaluate, describe, and/or explain (among other things) a concept. For example, if a hospital report aims to explain why the number of days spent in the hospital has increased, then the desired outcome of the report is that the reader understands what has contributed to longer stay times.

• Who will read it? Reports must be written with the reader in mind. For example, if the number of days spent in hospital reports was directed towards doctors, rather than the general public, it would be acceptable for the report to contain a lot of medical jargon.

• Consider your resources. That is, how much time and money do you have to spend on the report? Who or what can be used to contribute to the report?

• Determine what information needs to be gathered and identify where resources for this information are located. For example, do you need to contact the hospital records department of the hospital in order to be able to access patient-stay data for statistical computations? Do you need to interview nurses to ascertain reasons for some patients staying longer?

Elements of a Report

While the content and length of a report may vary, the structure of the content tends to follow a set pattern. Elements of a report include:

A title page	The title page includes the report's name, the authors name/s and role/s, the date, and other relevant information such as the authors business, reference number specific to the report, copyright information, and level of confidentiality.
Contents page	The contents page should be made up of a complete list of the report contents, labelled with section and page numbers. It is important to note that content pages need to be regularly updated to account for changes made within the document. In Microsoft Word, for example, the writer can update the entire content page (the title of sections and the page numbers) or only the page numbers.
Executive Summary	Long reports should make use of a summary to provide an overview of the content. Summaries briefly highlight the purpose, main findings, main conclusions and main recommendations contained within the report. Write the summary last; however, while writing, take note of the elements that should go within the summary.
Terms of reference	This section describes what the report is about, who commissioned the report, what type of report was commissioned, and whether what was commissioned is what the final report actually contained (that is, did investigations reveal some information that caused the report to take a different direction).
Methods of investigation	The methods of investigation section clearly outlines how the information was gathered. For example, was the information gathered during meetings, via surveys, by studying reference material, or via observation? This information is important because it helps the reader to place the findings in context. For example, if a report about the negative health implications of sugar was generated from meetings with anti-sugar campaigners, a reader can consider whether the content of the report is really representative of the health implications of sugar consumption in the wider population (perhaps meetings with candy-bar production businesses would suggest there are no negative health implications associated with sugar consumption). Note that smaller reports often combine the terms of reference and methods of investigation sections and name this section Introduction.
Findings	The finding section of the report identifies the results of the investigations carried out. Findings may be expressed as arguments, options, or ideas and must be factual, objective, and unbiased. Essentially, findings are a statement of the facts found during the investigation, presented in a logical and coherent order. This section tends to be the longest section of the report. The findings section should make ample use of headings and subheadings. Indicators of content hierarchy, such as capitalisation, change in text weight, and italicisation should be used to help the reader follow the flow of the text.
Conclusion	The conclusion section of a report should outline the main inferences of the investigation. For example, if a report is about elements that negatively impact customer satisfaction, a concluding point might be that tattiness or unsuitable communications are being sent out in response to complaints.
Recommendations	The recommendations section of a report provides a series of recommendations made by the writer. The writer considered the recommendations to be feasible alternatives or action plans for the reduction of problems identified in the report. If no problems are identified (for example the report is merely a description) or a series of recommendations are not appropriate for the report, the recommendations section may not be included. Note that the words within the recommendations section are should and should be rather than is and has been because recommendations made are for the future.
Appendices	Material that will break the flow of the text, such as additional explanatory diagrams, should be placed in appendices but referred to, where relevant, within the text. For example, text that has just explained the business's profit for the year might encourage the reader to view Appendix x to see copies of the businesss income statements and balance sheets.
Bibliography	Include an alphabetical list of the material used to compile your report.
Index	When a report is very long, an index may assist the reader in locating information quickly.

Number System

The numbering system of a report is a vital ingredient for making a report easy to follow. Numbering will provide consistency of presentation throughout the report and provide a way for the reader to identify equal-importance sections.

Businesses use a wide variety of numbering formats. It does not really matter which system you utilise as long as that system is consistently used throughout the document.

Tone and Language

When writing a report, there are several things to remember with regard to the tone:

• Avoid personalising the report. Do not use phrases such as I interviewed twenty receptionists. Rather, use phrases such as Twenty receptionists were interviewed.

• Avoid direct quotes. Rather than using the phrase, She said I find the parking system confusing, use an indirect form such as She stated that the parking system is confusing.

• Follow the rules of good writing, such as using the simplest language possible.

• Avoid using technical jargon unless you are sure the reader of the report has a strong understanding of their meaning.

• Ensure that the recommendations section uses a different form of a sentence. That is, ensure you are using should be or maybe done rather than Is or has.

Communicating with Graphics

While you can spend time perfecting the order and hierarchy indicators of your text, readers are still inundated with words, and many readers find this intimidating. As such, the inclusion of visual aids in workplace communications is valuable.

Graphics and visual aids provide concise and clear information. They allow the writer to present a large amount of information in a small space and turn complex descriptions (such as trends, compare and contrast information) into content that is easily understood (Noble, 2007; Gerson & Gerson, 2006).

Traits of effective visual aids

To be effective, tables and figures achieve the following:

• The graphic is assimilated into the text (that is, the text explains the graphic and the graphic explains the text).

• The graphic is located immediately after the text refers to the graphic.

• The graphic facilitates clarity of content; it is not redundant.

• The graphic communicates information that would be long-winded if the information is in a text.

• The graphic is an effective size, readable, and correctly labelled.

• The graphics all have a similar style.

Type of Graphics

The type of graphic used to display information in business documents is dependent on the information being communicated.

While tables are preferred for the display of numbers, the figure used to display important information in documents is dependent on what information is being communicated, as per the following:

• Bar charts are used to reveal quantities and to compare values.

• Pictographs make use of picture symbols, rather than bars, to indicate quantities.

• Gantt charts use bars to show chronological activities.

• Pie charts show x as a proportion of a whole.

• Combination charts reveal relationships between sets of figures.

• Flow charts indicate a chronological sequence of activities.

• Organisational charts indicate the chain of command in an organisation.

• Line drawings can be used to show the important parts of a mechanism.

• Renderings and virtual reality drawings are often used by the architectural and engineering industry and are used to give clients a visual idea of their services.

• Photographs display x as it truly is and can be used to show components of a mechanism or display products and services provided by a business.

• Icons are used to communicate with people irrespective of their language capabilities. Icons tend to be universal and are visual representations of danger, direction, quality of the road, acceptable behaviour, and dress code (among other things).

Methods of Communications - Slide Presentations

Presentation Software

There are many software packages that give you the ability to present slides, which can give a professional look to what you are wanting to communicate. However, slide presentations can also distract your audience from the main points if they are not used correctly.

Slide Presentation Software

Below are only a few of those available:

• Microsoft PowerpointLinks to an external site.

• PreziLinks to an external site.

• Zoho ShowLinks to an external site.

• Google SlidesLinks to an external site.

• CanvaLinks to an external site.

Microsoft PowerPoint

Microsoft PowerPoint comes free with your Office 365 Software package that is available to you while you study with us.

It is a powerful tool for oral and visual communication. It offers many benefits, including:

• The ability to select from a wide variety of display templates, or to design your own.

• The ability to include tables, bullet points, and other graphics in your presentation.

• The ability to add or delete slides as needed.

• The ability to incorporate sound or video.

• The ability to add hyperlinks to slides.

Some tips for a powerful Microsoft PowerPoint presentation include:

• Create an optimal contrast. For example, place black text on a white background.

• Ensure the font and type size you select are easily read from the back of the room. Note that using well-known fonts is a good option because listeners spend less time admiring the font and more time concentrating on your points.

• Minimise the number of words used per screen to ensure maximum readability. You want people to listen to what you say during a presentation, rather than ignoring you so they can read all the text on the slide.

• Make use of headings.

• Aim for variety on your screens. Rather than having text on every slide, insert some slides that only use a graphic to make the key point.

• Ensure that the hierarchy of information is recognisable. For example, use a capitalised heading 'one' and italicised heading 'two' to ensure the audience can see that heading one is more important than heading two.

• Your final screen should clearly indicate that you have ended your PowerPoint presentation. For example, the classic THE END in the middle of the screen better indicates the end of the presentation than say a list of key points or introducing a new fact.

• Ensure your audience has handouts to follow throughout your presentation and to be able to take away for future reference.

• While presenting, do not read your slides to your audience. Rather, refer to the screen, elaborate on the point while addressing the audience, then move on to the next slide. By referring to the slide's content before elaboration, you reduce the chance of an audience member spending their time reading the slide text rather than listening to your argument.

Mahi - Activity 1

1. Read this article for some tips on presentations.

Presentation Skills Everyone Should HaveLinks to an external site.

2. Gain some knowledge on Creating a PowerPoint slide from this pdf.

Creating a PowerPoint slideLinks to an external site.

3. Here are14 PowerPoint presentation tipsLinks to an external site.for building more creative slideshows:

Mahi - Activity 2

If you would like more guidance on using Microsoft Powerpoint in Office 365 there are tutorials on thisMicrosoft WebsiteLinks to an external site

Mahi - Activity 3

Now we have had a look at a variety of ways to communicate watch this video for a summary.

Problem Solving

The Importance of Communication in Problem-solving

When a business operates, it usually has to face and solve a range of different problems as we discussed in course 502. From day-to-day operations to projects, problems are likely to arise in some way. Effective problem-solving skills and processes are therefore essential for any manager to operate successfully. A key skill required for problem-solving is strong communication.

Communication skills that are necessary to solve problems include:

• Receiving and giving effective and useful feedback.

• Active listening.

• Group communication.

• Written and verbal communication.

Good communication skills are needed to not only address problems that arise but also to help the business find solutions(Holz-Clause, 2010). To effectively solve any problem, it must first be successfully communicated to everyone that needs to be made aware of it. Then, communication should be employed to help come up with appropriate solutions. Finally, as the solution is being implemented, communication will be necessary for the implementation itself as well as informing all the relevant stakeholders.

Mahi - Activity 1

Watch this case study - Applying the Problem-Solving Approach: The Case of the Missing Beach

Establishing a Business Communication Process

Communication Theory

An understanding of communication theory is relevant and will enable you to make good decisions about communication options and alternatives in the future.

Communication theories aim to explain information or perceived behaviours (Gerson & Gerson, 2006). Theories can be used to break down behaviour into small components to understand what is happening and tend to use models where a model presents elements of a theory in a visual format.

Mahi - Activity 1

Research and take some notes on the following three predominant communication theories:

• Process or interactional theory

• Meaning-centred theory

• Shared-meaning theory

What elements do they share? What makes each theory different from the other?

Korero - Discussion

Topic:Communication Theories

Mahi - Activity 2

Watch: Introduction to Communication Theory

Mahi - Activity 3

Watch:Mapping Theories of Communication

Three Components of Business Communication

In its simplest form, a business communication process consists of 3 components(Chand, 2014):

• Sender

• The selected communication channel the message will be transmitted through

• Receiver

A communication process usually begins with a sender who needs to transmit a message to the receiver(Chand, 2014). In a business, a sender can be anyone - from a project manager to a marketing intern. In the same way, a receiver can also be anyone. Hence, the business communication process should be flexible enough to be used by anyone in the business.

One way to ensure that the process is flexible is to incorporate enough communication channels when establishing the business process. Different types of communication will take place in all workplaces. A key example is formal and informal communication between employees.

The communication process a business establishes should be able to ideally handle all its different types of communication. This may involve having the main communication channel for each method of communication or a similar alternative. The sort of communication channels and the amount of them depends on the business's needs, resources and size.

Establishing a business communication process takes time, effort, resources, and planning. It should be planned and implemented carefully, to ensure that it meets the business's needs and can be improved upon in the future to adapt, as the business evolves.

Components of a Business Communication Process

The main components of a business communication process typically include:

1. Sender: The individual or group who initiates the communication and sends the message.

1. Message: The information or idea that is being conveyed through the communication process. The message should be clear, concise, and relevant to the intended audience.

1. Encoding: The process of converting the message into a form that can be transmitted, such as written or verbal communication.

1. Medium: The channel or method used to transmit the message, such as face-to-face communication, phone calls, email, or social media.

1. Receiver: The individual or group who receives the message.

1. Decoding: The process of interpreting the message by the receiver.

1. Feedback: The response or reaction of the receiver to the message.

1. Noise: Any interference or distraction that may disrupt or distort the communication process.

1. Context: The situation, environment, and cultural factors that may affect the communication process.

Effective business communication processes should be well-designed and well-managed to ensure that messages are conveyed clearly, accurately, and in a timely manner. This can help to improve collaboration, productivity, and overall performance within the business.