Business Communication

Basic Notions
Introduction
What is communication?
In simple words we can say that just to convey the
message
If we go in more detail we can say that
communication is the process of transmitting
(A B) & Receiving
(B A) Messages.
Communication is the imparting or
exchanging of information by speaking,
writing or using some other medium
(Oxford Dictionary

). It is successful conveying and sharing of

ideas and feelings. It entails social contact.

In life, one will not get far if one cannot get

along with people In professional and
normal life, one needs to give instructions,
request information, discuss problems and
much more. Communication is life-blood of
personal and professional lives.
Effective Communication:-
If some one achieve the desired level of objective
through communication , we can say that it is
effective communication.
e.g. If your communication get the proper response
from the receiver it means that you effectively
conveyed the message.
 How to achieve effective
Communication
Encourage creative and Critical Thinking
Consider audiences information needs
Consider Audience's Technical Background
Consider Audience's Cultural Background and
Gender
Consider Audience's Knowledge of the Subject
Business Communication
Business communication is nothing but, the
communication between the people in the
organization for the purpose of carrying out the
business activities. It may be oral, verbal, written etc..,
The exchange of ideas, understanding, within and
outside the organization to achieve the business goals
is known as business communication.
Communication Process
HR
Manager of
Formal or Company X
informal message
Finance Manager
channel received
of Company X
E-mail/letter changed in
msg is change in
payment
payment system or memos
system

Sender or Channel Receiver

Medium
Instigator

Feedback
Components of Communication
1. Context
Internal Means
External Means
2. Sender (Encoder)
3. Message
4. Medium
5. Receiver (Decoder)
6. Feed Back
Context
Context tells us reason for communication and
reasons may be

1. Internal

2. External
Internal:
Internal means a company
wants to Discuss an
idea/Issue with its
employees the message
should be either in writing
or verbal
External:
In eternal context some query from
stakeholders or from outside the
organization-
You may response to query
Email
Fax
Telephone
Letter
Verbal etc.
Sender (Encoder)
When you are sending the message, you are the
Encoder .
Here the word you mean writer/Speaker decides
whether the message should be in written or oral.
She/he may choose Words, Symbols, Pictures or
Graphics that express the objective in the real
sense.
Message
Message is basically the basic idea that you want to
communicate.
The message may be
Verbal, means (Written or Spoken)
Non-Verbal, means( Symbols, Pictures or unspoken).
This is very much important component of
communication Your message should be or MUST be
clear and easy to understand
The most important element in message is your receiver
. You must be well aware about your receiver.
While preparing a message you should keep in mind
how your receiver will interpret the message.
Message (Cont.)
You (Sender) should also keep in mind your
relationship with the receiver while preparing
message.
some times wrong message may create a loss to
your organization , to yourself.
or it can create a bad impression for you/your
company.
Medium
Medium is basically channel through which your
message reaches to receiver & channel vary from
situation to situation.
E.g. Lets say Govt. of Pakistan wants to convey its
message to Pakistani Nation , now Govt. will select the
effective medium it may be.
T.V
Radio
Papers
Or all of the above keeping in view the Importance of the
message.
When we talk at Micro /Organizational Level the method may
be writing or non-Verbal
Receiver (Decoder)
To whom the message is being sent.
e.g. in case of Govt. of Pakistan's Message, Pakistani
Nation is receiver (Decoder).
In simple words we can say that receiver is your reader
(in case of press , letters etc.) or Listener (In case of
TV, radio, Speaker Etc.)
Receiver is also known as decoder.
Feedback
Feedback is basically the response/reaction of
Receiver after receiving the message.
Sender always need feedback to check
weather the message effectively reached or
not? Or in other words.
Sender need feedback to examine the success
or failure of the message.
Communication
Medium:
Letters
Memo
Report
Notice board
Faxes
Telephone
E-mail
Face to face
Body language
Video/video conferencing
Internet
Communication
Choice of Medium affected by:
Need for record
Direction of the information flow
Number of people to be reached
Confidentiality
Nature of the information length, complexity, speed of
transfer
Cost of the medium
Channels of Communication
Communication in organizations follows paths or
channels
Communication between managers and
subordinates is known as vertical communication
This is because the information flows up or down
the hierarchy
Channels of Communication
Channels between departments or functions
involve lateral communication
As well as formal channels of communication,
information also passes through an organization
informally
Communication is not complete until feedback
has been received
Guessing the Occupation of a
Person

Guess the Occupation of these two

persons
Stereotypical traits of a scientist
1) lab coat
2) eyeglasses
3) facial hair
4) large amounts of hair on head
5) symbols of research: scientific equipment, laboratory
instruments
6) pens in the pocket
7) male.
Barriers to Communication
Ability of the sender how much the sender understands of the
message they are trying to send
Content including technicalities and jargon
Method of communication including style and body language
where appropriate!
Skills and attitude of the receiver
Organisational factors complexity of the organisation, scope
of the organisation
Cultural attitudes
Perceptions, prejudices and stereotypes
Inappropriate target for the message
Technical capabilities
Communication:
Communication is the In life, one will not get
imparting or exchanging far if one cannot get
of information by along with people In
speaking, writing or professional and normal
using some other life, one needs to give
medium (Oxford instructions, request
Dictionary). It is information, discuss
successful conveying and problems and much
sharing of ideas and more. Communication is
feelings. It life-blood of personal
entails(involves) social and professional lives.
contact.
Methods of Communication
There are five main methods of communication:
1. Written word
2. Spoken word
3. Symbolic gesture
4. Visual images
5. Multi-media
Stop and Think
Q1. who enjoys this blessing of communication ?

Q 2. How do we communicate ?

Q 3. why do we communicate?
Written words:
Examples:
Letters,
memos,
fax messages,
e-mail,
reports,
notices,
leaflets, agendas, minutes, advertisements,
factsheets, leaflets, newsletters, invitations, forms,
questionnaires, press releases etc.
Benefits of Written Communication
Permanent record

Authority

Evidence for future

Can be read at leisure

Can include visual aids to assist understanding

Spoken Word
Examples: Benefits:
Telephone calls, 1. Voice adds
discussions, emphasis
meetings, 2. Immediate
interviews, speeches, feedback
presentations,
3. Body language or
conferences,
tone of voice adds
seminars,
further emphasis
conversations
Symbolic Gestures
Examples: Tone of voice, Benefits:
posture, gestures, facial 1. We can gain extra
expressions, actions, information
silence, movement, eye 2. We may be able to read
contact between the lines
Symbolic Gestures
Visual Images
Examples: Cartoons, Benefits:
illustrations,
1. Understanding is
graphics, often aided with
photographs, slides, visual images
drawings 2. They can convey
powerful conscious
and unconscious
messages
3. They hold attention
and interest
Multi-media
Examples: Benefits:
Newspapers, 1. Can combine any of
magazines, radio, the above methods
cassettes, television, for interest and
video, internet, participation
World Wide Web,
CD-ROMs
Picture and Activity

Activity:
Q . How a life
will be without
communication
?
Q . Describe the
picture and
guess what is he
thinking?
Effective Communications
(7 Cs)
The seven Cs
When We talk about Effective
Communication one thing that comes in mind,
what are the basic principles of effective
communication .
These principles tells us how your message can
becomes effective for your target group,
These principles also tell about style and
importance of the message.
These principles commonly known as 7 Cs of
effective communication.
Seven Cs of Effective Communication

1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
 1) Completeness

Message Receiver- either listener or reader, desire

complete information to their question. e.g.
suppose you are working with multinational company
who is engaging with engineering goods , like A.C.
Now let say one of your major customer wants some
technical information regarding thermostat (because
he wants to convey the same to the end users ). In this
case you have to provide him complete information in a
short span of time.
If possible, provide him some extra information which
he does not know,.
In this way you can maintain a good business relation
with him, otherwise he may switch to an other company.
 Five Ws
One way to make your message complete is to answer the
five Ws.
WHO?
WHAT?
WHEN?
WHERE?
WHY?
The five question method is useful when you write
requests, announcements, or other informative messages.
For instance, to order (request) merchandise, make clear
WHAT you want, WHEN u need it, WHERE it is to be
sent.
2) Conciseness
Conciseness means convey the message by
using fewest words.
Conciseness is the prerequisite to effective
business communication. As you know that
all businessmen have very short time .
Hence a concise message save the time and
expenses for both the parties.
How To achieve the conciseness ?
For achieving the conciseness you
have to consider the following.
1. Avoid wordy expression
2. Include only relevant material
3. Avoid unnecessary repetition.
Avoid un-necessary Repetition
Some times repetition is necessary for focusing some
special issue.
But when the same thing is said with out two or three
reasons, the message become wordy and boring.
Thats why try to avoid Un-necessary repetition.
3) Consideration
Consideration means To consider the receivers
Interest/Intention.
It is very important in effective communication
while writing a message you should always keep in
mind your target group
consideration is very important C among all the
seven Cs.
Three specific ways to indicate consideration
i-Focus on you instead of I or We
ii-Show audience benefit or interest of the receiver
iii-Emphasize positive, pleasant facts.
Using you help you, but over use lead a negative
reaction.
Always write a message in such a way how audience
should be benefited from it. e.g.
We attitude
I am delighted to announce that we will extend to make
shopping more.
You attitude
You will be able to shop in the evening with the
extended hours.
Readers may react positively when benefit are shown
to them.
Always try to address his/her need and want.
4) Concreteness

It means that message should be specific instead

of general. Misunderstanding of words creates
problems for both parties (sender and receiver).
when you talk to your client always use facts and
figures instead of generic or irrelevant information.
The following guidelines should help you to achieve
the Concreteness.
i- use specific facts and figures
ii-choose image building words
e.g
General
He is very intelligent student of class and stood first
in the class.
Concrete
Alis GPA in B.Sc Electrical Engineering 2k3-f
session was 3.95/4.0, he stood first in his class.
Always write on a very solid ground. It should
definitely create good image as well.
5) Clarity
Accurately is purpose of clarity
In effective business communication the message
should be very much clear. So that reader can
understand it easily.
You should always Choose precise words.
Always choose familiar and easy words.
Construct effective sentences and paragraphs.
6) Courtesy
Courtesy

Knowing your audience allows you to use statements of

courtesy; be aware of your message receiver.
True courtesy involves being aware not only of the
perspective of others, but also their feelings. courtesy
stems from a sincere you-attitude.
it is not merely politeness with mechanical insertions of
please and Thank you .
Although Appling socially accepted manners is a form of
courtesy .
rather, it is politeness that grow out respect and concern
for others.
Courteous communication generate a special tone in their
writing and speaking.
How to generate a Courteous Tone ?
The following are suggestions for generating a courteous
tone:
Be sincerely tactful, thoughtful and appreciative.
Use expressions that show respect for the others
Choose nondiscriminatory expressions
Be sincerely Tactful, Thoughtful and Appreciative
Though few people are intentionally abrupt or blunt,
these negative traits are common cause of discourtesy.
avoid expression like those in the left hand column below;
rephrase them as shown in the right-hand column
Tactless, Blunt
Stupid letter; I cant
understand
Its your fault, you did not
properly read my latest FAX
More Tactful
I should understand it, as
there is no confusing word in
this letter, could you please
explain it once again ..?
Sometimes my wording is
not precise; let me try again

Thoughtfulness and Appreciation

Writers who send cordial, courteous messages of deserved
congratulations and appreciation (to a person inside & outside) help to
build goodwill. The value of goodwill or public esteem for the firm may
be worth thousands of dollars.
7) Correctness
7) Correctness
At the core of correctness is proper grammar,
punctuation and spelling.
however, message must be perfect grammatically
and mechanically
. The term correctness, as applied to business
messages also mean three characteristics
Use the right level of language
Check the accuracy of figures, facts and words
Maintain acceptable writing mechanics
Use the right Level of Language
we suggest that there are three level of language
1. formal
2. informal
3. substandard.
Take a quick guess: what kind of writing is
associated with each level? What is the style of
each?
Formal and Informal Words
Formal writing is often associated with scholarly writing:
doctoral dissertations, scholarly, legal documents, top-
level government agreements and other material where
formality is demanded.
Informal writing is more characteristic of business
writing. Here you use words that are short, well-known
and conversational as in this comparison list:
More Formal less formal
Participate Join
Endeavor try
Ascertain find out
Utilize use
Interrogate question
 Facts and Figures Accuracy
Check Accuracy of Facts, Figures and words
It is impossible to convey meaning precisely, through words, from the
head of the sender to a receiver. Our goal is to be as precise as
possible, which means checking and double-checking and double-
checking to ensure that the figures, facts and words you use are
correct.
A good check of your data is to have another person read and comment
on the validity of the material
Figures and facts
Verify your statistical data
Double-check your totals
Avoid guessing at laws that have an impact on you, the sender and
your
Have someone else read your message if the topic involves data.
Determine whether a fact has changed over time
End