Document Compiled for Symbiosis Law School

BUSINESS COMMUNICATION

Communication​​ is neither the transmission of a message nor the message itself. It is the mutual
exchange of understanding, originating with the receiver. Communication needs to be effective in
business. Communication is the essence of management. The basic functions of management
(Planning, ​Organizing​, ​Staffing​, ​Directing​ and ​Controlling​) cannot be performed well without effective
communication.
Business communication involves constant flow of information. Feedback is integral part of business
communication. Organizations these days are very large and involve large number of people. There are
various levels of hierarchy in an organization. Greater the number of levels, the more difficult is the job
of managing the organization. Communication here plays a very important role in process of directing
and controlling the people in the oragnization. Immediate feedback can be obtained and
misunderstandings if any can be avoided. There should be effective communication between superiors
and subordinated in an organization, between organization and society at large (for example between
management and trade unions). It is essential for success and growth of an organization.
Communication gaps should not occur in any organization.
Business Communication is goal oriented. The rules, regulations and policies of a company have to be
communicated to people within and outside the organization. Business Communication is regulated by
certain rules and norms. In early times, business communication was limited to paper-work, telephone
calls etc. But now with advent of technology, we have cell phones, video conferencing, emails, satellite
communication to support business communication. Effective business communication helps in building
goodwill of an organization.

► ​IMPORTANCE OF COMMUNICATION IN AN ORGANIZATION

“Effective communication is a building block of successful organizations”. In other words,

communication acts as organizational blood.
The importance of communication in an organization can be summarized as follows:
1. Communication promotes motivation by informing and clarifying the employees about the task
to be done, the manner they are performing the task, and how to improve their performance if
it is not up to the mark.
2. Communication is a source of information to the organizational members for decision-making
process as it helps identifying and assessing alternative course of actions.
3. Communication also plays a crucial role in altering individual’s attitudes, i.e., a well informed
individual will have better attitude than a less-informed individual. Organizational magazines,
journals, meetings and various other forms of oral and written communication help in moulding
employee’s attitudes.
4. Communication also helps in socializing. In today’s life the only presence of another individual
fosters communication. It is also said that one cannot survive without communication.
5. As discussed earlier, communication also assists in controlling process. It helps controlling
organizational member’s behaviour in various ways. There are various levels of hierarchy and
certain principles and guidelines that employees must follow in an organization. They must
comply with organizational policies, perform their job role efficiently and communicate any

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work problem and grievance to their superiors. Thus, communication helps in controlling
function of management.
An effective and efficient communication system requires managerial proficiency in delivering and
receiving messages. A manager must discover various barriers to communication, analyze the reasons
for their occurrence and take preventive steps to avoid those barriers. Thus, the primary responsibility
of a manager is to develop and maintain an effective communication system in the organization.

►​COMMUNICATION FLOWS IN AN ORGANIZATION

In an organization, communication flows in 5 main directions-
DOWNWARD FLOW OF COMMUNICATION:​​ Communication that flows from a higher level in an
organization to a lower level is a downward communication. In other words, communication from
superiors to subordinates in a chain of command is a downward communication. This communication
flow is used by the managers to transmit work-related information to the employees at lower levels.
Employees require this information for performing their jobs and for meeting the expectations of their
managers. Downward communication is used by the managers for the following purposes –
a. Providing feedback on employees performance
b. Giving job instructions
c. Providing a complete understanding of the employees job as well as to communicate
them how their job is related to other jobs in the organization.
d. Communicating the organizations mission and vision to the employees.
e. Highlighting the areas of attention.
In order to have effective and error-free downward communication, managers must:
● Specify communication objective
● Ensure that the message is accurate, specific and unambiguous.
UPWARD FLOW OF COMMUNICATION:​​ Communication that flows to a higher level in an organization is
called upward communication. It provides feedback on how well the organization is functioning. The
subordinates use upward communication to convey their problems and performances to their superiors.
The subordinates also use upward communication to tell how well they have understood the downward
communication. It can also be used by the employees to share their views and ideas and to participate in
the decision-making process.
Upward communication leads to a more committed and loyal workforce in an organization because the
employees are given a chance to raise and speak dissatisfaction issues to the higher levels. The
managers get to know about the employees feelings towards their jobs, peers, supervisor and
organization in general. Managers can thus accordingly take actions for improving things.
Grievance Redressal System, Complaint and Suggestion Box, Job Satisfaction surveys etc all help in
improving upward communication. Other examples of Upward Communication are -performance
reports made by low level management for reviewing by higher level management, employee attitude
surveys, letters from employees, employee-manager discussions etc.
LATERAL / HORIZONTAL COMMUNICATION:​​ ​Communication that takes place at same levels of
hierarchy in an organization is called lateral communication, i.e., communication between peers,
between managers at same levels or between any horizontally equivalent organizational member. The
advantages of horizontal communication are as follows:
a. It is time saving.
b. It facilitates co-ordination of the task.

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c. It facilitates co-operation among team members.
d. It provides emotional and social assistance to the organizational members.
e. It helps in solving various organizational problems.
f. It is a means of information sharing.
g. It can also be used for resolving conflicts of a department with other department or conflicts
within a department.
DIAGONAL COMMUNICATION:​​ Communication that takes place between a manager and employees of
other workgroups is called diagonal communication. It generally does not appear on organizational
chart. For instance - To design a training module a training manager interacts with Operations personnel
to enquire about the way they perform their task.

EXTERNAL COMMUNICATION:​​ Communication that takes place between a manager and external
groups such as - suppliers, vendors, banks, financial institutes etc. For instance - To raise capital the
Managing director would interact with the Bank Manager.

►​ ​COMMUNICATION BARRIERS
Communication is fruitful if and only if the messages sent by the sender are interpreted with same
meaning by the receiver. If any kind of disturbance blocks any step of communication, the message will
be destroyed. Due to such disturbances, managers in an organization face severe problems. Thus the
managers must locate such barriers and take steps to get rid of them.
There are several barriers that affect the flow of communication in an organization. These barriers
interrupt the flow of communication from the sender to the receiver, thus making communication
ineffective. It is essential for managers to overcome these barriers. The main barriers of communication
are summarized below. (MSG Experts)

★​FOLLOWING ARE THE MAIN COMMUNICATION BARRIERS:

✓ PERCEPTUAL AND LANGUAGE DIFFERENCES:​​ Perception is generally how each individual interprets
the world around him. All generally want to receive messages which are significant to them. But any
message which is against their values is not accepted. A same event may be taken differently by
different individuals. For example: A person is on leave for a month due to personal reasons (family
member being critical). The HR Manager might be in confusion whether to retain that employee or
not, the immediate manager might think of replacement because his team’s productivity is being
hampered, the family members might take him as an emotional support.
The linguistic differences also lead to communication breakdown. Same word may mean different to
different individuals. For example: consider a word “value”.
a. What is the​ value​​ of this Laptop?
b. I ​value​​ our relation?
c. What is the ​value​​ of learning technical skills?
“​Value​​” means different in different sentences. Communication breakdown occurs if there is wrong
perception by the receiver.
✓ INFORMATION OVERLOAD:​​ Managers are surrounded with a pool of information. It is essential to
control this information flow else the information is likely to be misinterpreted or forgotten or
overlooked. As a result communication is less effective.

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✓ INATTENTION:​​ At times we just not listen, but only hear. For example a traveler may pay attention
to one “NO PARKING” sign, but if such sign is put all over the city, he no longer listens to it. Thus,
repetitive messages should be ignored for effective communication. Similarly if a superior is
engrossed in his paper work and his subordinate explains him his problem, the superior may not get
what he is saying and it leads to disappointment of subordinate.
✓ TIME PRESSURES:​​ Often in organization the targets have to be achieved within a specified time
period, the failure of which has adverse consequences. In a haste to meet deadlines, the formal
channels of communication are shortened, or messages are partially given, i.e., not completely
transferred. Thus sufficient time should be given for effective communication.
✓ DISTRACTION/NOISE:​​ Communication is also affected a lot by noise to distractions. Physical
distractions are also there such as, poor lightning, uncomfortable sitting, unhygienic room also
affects communication in a meeting. Similarly use of loud speakers interferes with communication.
✓ EMOTIONS:​​ Emotional state at a particular point of time also affects communication. If the receiver
feels that communicator is angry he interprets that the information being sent is very bad. While he
takes it differently if the communicator is happy and jovial (in that case the message is interpreted
to be good and interesting).
✓ COMPLEXITY IN ORGANIZATIONAL STRUCTURE:​​ Greater the hierarchy in an organization (i.e. more
the number of managerial levels), more is the chances of communication getting destroyed. Only
the people at the top level can see the overall picture while the people at low level just have
knowledge about their own area and a little knowledge about other areas.
✓ POOR RETENTION:​​ Human memory cannot function beyond a limit. One can’t always retain what is
being told specially if he is not interested or not attentive. This leads to communication breakdown.

★​ ​OVERCOMING COMMUNICATION BARRIERS

As, in the previous section we have discussed the major barriers of communication. Let’s talk about ​how
to overcome these barriers of communication​​.
1. ELIMINATING DIFFERENCES IN PERCEPTION:​​ The organization should ensure that it is recruiting
right individuals on the job. It’s the responsibility of the interviewer to ensure that the
interviewee has command over the written and spoken language. There should be proper
Induction program so that the policies of the company are clear to all the employees. There
should be proper trainings conducted for required employees (for eg: Voice and Accent
training).
2. USE OF SIMPLE LANGUAGE:​​ Use of simple and clear words should be emphasized. Use of
ambiguous words and jargons should be avoided.
3. REDUCTION AND ELIMINATION OF NOISE LEVELS:​​ Noise is the main communication barrier
which must be overcome on priority basis. It is essential to identify the source of noise and then
eliminate that source.
4. ACTIVE LISTENING:​​ Listen attentively and carefully. There is a difference between “listening”
and “hearing”. Active listening means hearing with proper understanding of the message that is
heard. By asking questions the speaker can ensure whether his/her message is understood or
not by the receiver in the same terms as intended by the speaker.

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5. EMOTIONAL STATE:​​ During communication one should make effective use of body language.
He/she should not show their emotions while communication as the receiver might misinterpret
the message being delivered. For example, if the conveyer of the message is in a bad mood then
the receiver might think that the information being delivered is not good.
6. SIMPLE ORGANIZATIONAL STRUCTURE:​​ The organizational structure should not be complex.
The number of hierarchical levels should be optimum. There should be a ideal span of control
within the organization. Simpler the organizational structure, more effective will be the
communication.
7. AVOID INFORMATION OVERLOAD:​​ The managers should know how to prioritize their work.
They should not overload themselves with the work. They should spend quality time with their
subordinates and should listen to their problems and feedbacks actively.
8. GIVE CONSTRUCTIVE FEEDBACK:​​ Avoid giving negative feedback. The contents of the feedback
might be negative, but it should be delivered constructively. Constructive feedback will lead to
effective communication between the superior and subordinate.
9. PROPER MEDIA SELECTION:​​ The managers should properly select the medium of
communication. Simple messages should be conveyed orally, like: face to face interaction or
meetings. Use of written means of communication should be encouraged for delivering complex
messages. For significant messages reminders can be given by using written means of
communication such as : Memos, Notices etc.

10. FLEXIBILITY IN MEETING THE TARGETS:​​ For effective communication in an organization the
managers should ensure that the individuals are meeting their targets timely without skipping
the formal channels of communication. There should not be much pressure on employees to
meet their targets. (MSG Experts)

►​ ​SEVEN C’S OF EFFECTIVE COMMUNICATION

There are ​7 C’s of effective communication​​ which are applicable to both written as well as oral
communication. These are as follows:
1. COMPLETENESS -​​ The communication must be complete. It should convey all facts required by
the audience. The sender of the message must take into consideration the receiver’s mind set
and convey the message accordingly. A complete communication has following features:
✓ Complete communication develops and enhances reputation of an organization.
✓ Moreover, they are cost saving as no crucial information is missing and no additional
cost is incurred in conveying extra message if the communication is complete.
✓ A complete communication always gives additional information wherever required. It
leaves no questions in the mind of receiver.
✓ Complete communication helps in better decision-making by the
audience/readers/receivers of message as they get all desired and crucial information.
✓ It persuades the audience.
2. CONCISENESS -​​ Conciseness means wordiness, i.e, communicating what you want to convey in
least possible words without forgoing the other C’s of communication. Conciseness is a necessity
for effective communication. Concise communication has following features:
✓ It is both time-saving as well as cost-saving.

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✓ It underlines and highlights the main message as it avoids using excessive and needless
words.
✓ Concise communication provides short and essential message in limited words to the
audience.
✓ Concise message is more appealing and comprehensible to the audience.
✓ Concise message is non-repetitive in nature.
3. CONSIDERATION -​​ Consideration implies “stepping into the shoes of others”. Effective
communication must take the audience into consideration, i.e, the audience’s view points,
background, mind-set, education level, etc. Make an attempt to envisage your audience, their
requirements, emotions as well as problems. Ensure that the self-respect of the audience is
maintained and their emotions are not at harm. Modify your words in message to suit the
audience’s needs while making your message complete. Features of considerate communication
are as follows:
✓ Emphasize on “you” approach.
✓ Empathize with the audience and exhibit interest in the audience. This will stimulate a
positive reaction from the audience.
✓ Show optimism towards your audience. Emphasize on “what is possible” rather than
“what is impossible”. Lay stress on positive words such as jovial, committed, thanks,
warm, healthy, help, etc.
4. CLARITY ​-​ Clarity implies emphasizing on a specific message or goal at a time, rather than trying
to achieve too much at once. Clarity in communication has following features:
✓ It makes understanding easier.
✓ Complete clarity of thoughts and ideas enhances the meaning of message.
✓ Clear message makes use of exact, appropriate and concrete words.
5. CONCRETENESS -​​ Concrete communication implies being particular and clear rather than fuzzy
and general. Concreteness strengthens the confidence. Concrete message has following
features:
✓ It is supported with specific facts and figures.
✓ It makes use of words that are clear and that build the reputation.
✓ Concrete messages are not misinterpreted.
6. COURTESY ​-​ Courtesy in message implies the message should show the sender’s expression as
well as should respect the receiver. The sender of the message should be sincerely polite,
judicious, reflective and enthusiastic. Courteous message has following features:
✓ Courtesy implies taking into consideration both viewpoints as well as feelings of the
receiver of the message.
✓ Courteous message is positive and focused at the audience.
✓ It makes use of terms showing respect for the receiver of message.
✓ It is not at all biased.
7. CORRECTNESS -​​ Correctness in communication implies that there are no grammatical errors in
communication. Correct communication has following features:
✓ The message is exact, correct and well-timed.
✓ If the communication is correct, it boosts up the confidence level.
✓ Correct message has greater impact on the audience/readers.
✓ It checks for the precision and accurateness of facts and figures used in the message.
✓ It makes use of appropriate and correct language in the message.

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Awareness of these 7 C’s of communication makes you an effective communicator. (MSG Experts)
 
 
 
►​ ​TIPS FOR PROFESSIONALS TO IMPROVE COMMUNICATION
One can be an extremely hard working and intelligent worker, but to taste success in the fierce
competitive world, one has to be a good and impressive communicator. In corporate; you will not get
too many chances to win the confidence of your boss and fellow workers, you have to create a positive
impression at the first go itself. Doing your work is important but what is more important is presenting
your work well. One has to be very careful about his communication skills to perform well at his
workplace and have an edge over his fellow workers.

Here are some ​tips to improve communication skills for professionals​​.

1. Understand the second party well. Know more about their thought process, cultural background
and educational background for effective communication. The content must be designed keeping
the audience in mind. For instance, if you need to address the front line staff, it is always advisable
to keep your speech simple for them to understand well. For interacting with top shots don’t adopt
a casual approach. Use professional jargons and corporate terminologies in your speech for the
“Bang on” effect. Always be yourself very clear what you want to communicate. If you yourself are
confused, you will also confuse others. Whatever thought you want to share with others, carefully
put it into sensible and relevant words for others to understand clearly. Careful selection of words is
very important for an effective communication. If you want to address your team in the conference
room near the cafeteria, please do mention the location very clearly. Don’t keep half of your
thoughts in mind and expect the others to understand it on their own.

2. The pitch and the tone must also be taken ​care of. During presentations, seminars or business
meetings, your tone must be audible to each and every participant to create the desired impact and
for others to look up to you. Make sure that the individual sitting on the last bench is also able to
hear you properly for him to give his best. Don’t speak too low or shout. Never rush. Speak slowly
and clearly what you expect your fellow workers to do. Make your speech interesting. Don’t make
long presentations or unnecessarily drag the meeting. During long meetings, monotony creeps in
and individuals tend to loose interest. Do include a tea or a snack break.

3. At work places never interact at noisy places, cafeteria, and employee’s workstations as noise acts
as a hindrance to an effective communication. Prefer a conference room, a board room or a noise
free zone for meetings and presentations. The speaker must use whiteboards, markers, pen and
paper to highlight the important points. The listeners must also carry a notepad and a pen to jot
down the important points as well as their queries. The queries must be asked at the end of the
presentation. Jumping in between leads to confusions and misunderstandings and disrespect for the
speaker. The question answer round must be kept at the end of presentations, seminars and
meetings. The speaker must invite questions from the audience in the end and the listeners must
also solve all their queries before leaving for a better understanding. Don’t feel shy to ask your
queries.

4. While sharing any important information, do verify with the recipients whether they have
understood or not. ​While sharing any important contact number, always crosscheck with the
recipient to ensure that they have noted it correctly. Don’t dictate your email ID in one go. Always

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break it into words which must be further broken into alphabets. For better clarity alphabets must
be related with the word they stand for. For example a as in alpha, b as in beta, t as in tango, c as in
Charlie as so on. Share your business cards than verbally dictating your details as chances of errors
get reduced.

5. Don’t always depend on verbal communication. After any meeting, make it a habit to send the
minutes of the meeting through mail marking a cc to all the participants for everyone to recall what
happened in the meeting. Learn the art of writing business mails. Never use stylish fonts or loud
colours in business communication. The agenda of the meeting must also be sent well in advance so
that the participants come prepared and do not give blank expressions during the meetings.

6. There should be transparency among all the team members and the subordinates must have an
easy access to their superiors. The hierarchy should be simple for easy flow of information among
the team members. The employee must know whom to contact in case of a query to avoid dilution
of the information. Never call any client or any employee when he is about to leave for the day as he
would never bother to listen carefully. Also avoid discussing important matters during lunch time as
the employee is altogether in a different mood.

7. Also ​take care of your dressing at work place. Never be shabby and keep your nails clean. Do not
wear loud colours to office. Casual dressing is a strict no-no at work places. Make sure to carry a
planner or an organizer to note down your work against the deadline to avoid forgetting important
assignments. In offices, always keep your mobiles in the silent mode as loud ring tones act as a
disturbing element and employees find it hard to concentrate at work.

8. The most important of all; be yourself and be very confident.​ Give your best every day at work and
adopt a positive approach. Nervousness and over excitement lead to stammering and ineffective
communication. Learn to keep a control on your emotions and be very careful about what you say
and how you say? Communicate effectively at work place to be successful. (MSG Experts)

►​ ​THE FOUR BASIC STYLES OF COMMUNICATION

PASSIVE COMMUNICATION is a style in which individuals have developed a pattern of avoiding
expressing their opinions or feelings, protecting their rights, and identifying and meeting their needs. As
a result, passive individuals do not respond overtly to hurtful or anger-inducing situations. Instead, they
allow grievances and annoyances to mount, usually unaware of the buildup. But once they have reached
their high tolerance threshold for unacceptable behavior, they are prone to explosive outbursts, which
are usually out of proportion to the triggering incident. After the outburst, however, they may feel
shame, guilt, and confusion, so they return to being passive.

Passive communicators will often:

1. fail to assert for themselves
2. allow others to deliberately or inadvertently infringe on their rights
3. fail to express their feelings, needs, or opinions
4. tend to speak softly or apologetically
5. exhibit poor eye contact and slumped body posture

The impact of a pattern of passive communication is that these individuals:

1. often feel anxious because life seems out of their control
2. often feel depressed because they feel stuck and hopeless

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3. often feel resentful (but are unaware of it) because their needs are not being met
4. often feel confused because they ignore their own feelings
5. are unable to mature because real issues are never addressed

A passive communicator will say, believe, or behave like:

1. “I’m unable to stand up for my rights.”
2. “I don’t know what my rights are.”
3. “I get stepped on by everyone."
4. “I’m weak and unable to take care of myself.”
5. “People never consider my feelings.”

AGGRESSIVE COMMUNICATION is a style in which individuals express their feelings and opinions and
advocate for their needs in a way that violates the rights of others. Thus, aggressive communicators are
verbally and/or physically abusive.

Aggressive communicators will often:

1. try to dominate others
2. use humiliation to control others
3. criticize, blame, or attack others
4. be very impulsive
5. have low frustration tolerance
6. speak in a loud, demanding, and overbearing voice
7. act threateningly and rudely
8. not listen well
9. interrupt frequently
10. use “you” statements
11. have an overbearing or intimidating posture

The impact of a pattern of aggressive communication is that these individuals:

1. become alienated from others
2. alienate others
3. generate fear and hatred in others
4. always blame others instead of owning their issues, and thus are unable to mature
The aggressive communicator will say, believe, or behave like:
1. “I’m superior and right and you’re inferior and wrong.”
2. “I’m loud, bossy and pushy.”
3. “I can dominate and intimidate you.”
4. “I can violate your rights.”
5. “I’ll get my way no matter what.”
6. “You’re not worth anything.”
7. “It’s all your fault.”
8. “I react instantly.”
9. “I’m entitled.”
10. “You owe me.”
11. “I own you.”

PASSIVE-AGGRESSIVE COMMUNICATION is a style in which individuals appear passive on the surface

but are really acting out anger in a subtle, indirect, or behind-the-scenes way. People who develop a

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pattern of passive-aggressive communication usually feel powerless, stuck, and resentful – in other
words, they feel incapable of dealing directly with the object of their resentments. Instead, they express
their anger by subtly undermining the object (real or imagined) of their resentments.

Passive-Aggressive communicators will often:

1. mutter to themselves rather than confront the person or issue
2. have difficulty acknowledging their anger
3. use facial expressions that don't match how they feel - i.e., smiling when angry
4. use sarcasm
5. deny there is a problem
6. appear cooperative while purposely doing things to annoy and disrupt
7. use subtle sabotage to get even

The impact of a pattern of passive-aggressive communication is that these individuals:

1. become alienated from those around them
2. remain stuck in a position of powerlessness (like POWs)
3. discharge resentment while real issues are never addressed so they can't mature

The passive-aggressive communicator will say, believe, or behave like:

1. “I’m weak and resentful, so I sabotage, frustrate, and disrupt.”
2. “I’m powerless to deal with you head on so I must use guerilla warfare.”
3. “I will appear cooperative but I’m not.”

ASSERTIVE COMMUNICATION ​is a style in which individuals clearly state their opinions and feelings, and
firmly advocate for their rights and needs without violating the rights of others. These individuals value
themselves, their time, and their emotional, spiritual, and physical needs and are strong advocates for
themselves while being very respectful of the rights of others.
Assertive communicators will:
1. state needs and wants clearly, appropriately, and respectfully
2. express feelings clearly, appropriately, and respectfully
3. use “I” statements
4. communicate respect for others
5. listen well without interrupting
6. feel in control of self
7. have good eye contact
8. speak in a calm and clear tone of voice
9. have a relaxed body posture
10. feel connected to others
11. feel competent and in control
12. not allow others to abuse or manipulate them
13. stand up for their rights

The impact of a pattern of assertive communication is that these individuals:

1. feel connected to others
2. feel in control of their lives

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3. are able to mature because they address issues and problems as they arise
4. create a respectful environment for others to grow and mature

The assertive communicator will say, believe, or behave in a way that says:
1. “We are equally entitled to express ourselves respectfully to one another.”
2. “I am confident about who I am.”
3. “I realize I have choices in my life and I consider my options.”
4. “I speak clearly, honestly, and to the point.”
5. “I can’t control others but I can control myself.”
6. “I place a high priority on having my rights respected.”
7. “I am responsible for getting my needs met in a respectful manner.”
8. “I respect the rights of others.”
9. “Nobody owes me anything unless they’ve agreed to give it to me.”
10. “I’m 100% responsible for my own happiness.”

(UK Violence Intervention and Prevention Center)

Bibliography
MSG Experts. (n.d.). ​communication_barriers.htm​. Retrieved from
http://www.managementstudyguide.com/:
http://www.managementstudyguide.com/communication_barriers.htm

MSG Experts. (n.d.). ​overcoming-communication-barriers.htm.​ Retrieved from

http://www.managementstudyguide.com/:
http://www.managementstudyguide.com/overcoming-communication-barriers.htm

MSG Experts. (n.d.). ​seven-cs-of-effective-communication.htm​. Retrieved from

http://www.managementstudyguide.com/:
http://www.managementstudyguide.com/seven-cs-of-effective-communication.htm

MSG Experts. (n.d.). ​tips-for-professionals-to-improve-communication.htm.​ Retrieved from

http://www.managementstudyguide.com/:
http://www.managementstudyguide.com/tips-for-professionals-to-improve-communication.htm

UK Violence Intervention and Prevention Center. (n.d.). ​files/wellness/images/Conf14_FourCommStyles.​

Retrieved from www.uky.edu:
www.uky.edu/hr/sites/www.uky.edu.hr/files/wellness/images/Conf14_FourCommStyles.pdf

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