Business Communication

Communication
Communication is the process of sending
and receiving information among people.

OR

“Communication takes place when one

person transfers some understandable
data to another person.”
Communication Process

Feedback

receiver sender
Use of
channel to
transmit
SENDER the RECEIVER
message

Noise
Communication preferences

 Verbal
 Face-to-face
 Phone
 Non Verbal
 Business Letter or Print Memo
 Email
Communication Involves Three
Components
 Verbal Messages - the words we choose
 Paraverbal Messages - how we say the words
 Nonverbal Messages - our body language
These Three Components Are Used To
 Send Clear, Concise Messages
 Receive and Correctly Understand Messages
Sent to Us
Communication Goals
To change behavior

To get action

To ensure understanding

To persuade

To get and give

information
 Communication Skills

Communication skills is the ability to use

language (receptive) and express (expressive)
information.

Effective communication skills are a critical

element in your career and personal lives.
 Most Common Ways to
Communicate
Speaking

Writing

Visual
Image

Body
Language
 Types of Communication
 On the basis of organization relationship
 Formal
 Informal
 On the basis of Flow
 Vertical
 Crosswise/Diagonal
 Horizontal
 On the basis of Expression
 Oral
 Written
 Gesture
 Barriers to Communication

 Semantic Barriers
 Emotional Or Psychological Barriers
 Barriers in Superiors
 Semantic Barriers

 Symbols with different meaning

 Badly expressed message
 Faulty translation
 Unclarified assumption
 Specialist’s language
Emotional Or Psychological Barriers

 Premature evolution
 Inattention
 Poor retention
 Undue reliance on the written word
 Distrust of communication
 Failure to communicate
 Personal Barriers

 Barriers in Superior
 Attitude of Superior
 Fear of challenge of authority
 Lack of time
 Lack of awareness
 Barriers in Subordinates
 Unwillingness to communicate
SENDING MESSAGES

Effective Verbal Messages

 Are brief, succinct, and organized

 Are free of jargon
 Do not create resistance in the listener
Nonverbal Messages

Nonverbal messages are the primary way that we

communicate emotions

Facial Expression

Postures and Gestures

Paraverbal Messages

Paraverbal communication refers to the messages

that we transmit through the tone, pitch, and
pacing of our voices.
What makes a good communicator?

Clarity Adequacy

Integrity Timing
Tips to good communication
skills
 Maintain eye contact with the audience
 Body awareness
 Gestures and expressions
 Convey one's thoughts
 Practice effective communication skills
Efficient, Effective
E-mail Communication
We want to …

Create e-mails that will…

 be read by the receiver.
 be understood by the receiver.
 engage the receiver to achieve the intended
purpose.
 not require too much time on the part of the
receiver.
Email Content

 Use topic sentences

 One topic per email
 Provide important dates or references
 Put each action or point on its own line
Types of E-mail

 Self Fulfilling
 Inquiry
 Open-Ended Dialog
 Action
Self-Fulfilling

You tell the receiver something.

There is no reply.

Example:
Daughter is sick and will be out of the office for the
rest of the day.
Inquiry

You need something from the receiver.

The reply is the desired outcome.

Example:
Request of colleague as to whether they achieved
proper permissions to move ahead on project from
marketing.
Open-Ended Dialog

You want to keep communication lines open for

future purposes.

Example:
Working schedule about a new procedure or
process.
Action

The goal is action on the part of the receiver, not a

reply.

Example:
Complete a particular form for HR and send if you
want to be a part of a new wellness program.
Writing Effective E-mails
 Begin with the end in mind.
 Write a meaningful subject
line.
 Identify yourself clearly as if
it were a face to face
introduction.
 Be concise and to the point.
 Avoid attaching
unnecessary files.
• In most cases, do not
leave out message
threads.
• Don’t assume privacy.
• Respond promptly
• Show respect and
restraint
• Read your e-mail before
you send
Meaningful Subject Lines

DO
 “Department Meeting is cancelled”

 “25 confirmed…larger room?”

Don’t
 Leave the subject line blank

 “Important! Read NOW!”

 “Quick Question”
Concise E-mail: Do

 Write in plain English

 Use standard grammar, spelling & punctuation
 Avoid long sentences
 Use proper structure and layout
Concise E-mail: Don’t

 Write in all CAPITALS

 Use distracting typefaces
 Use text messaging abbreviations
 Plain text … don’t assume HTML
Thanks