COMMUNICATION SKILLS Business communication

business communication

1. Business Communication

2. Definition
The English word ‘communication’ has been
derived from the Latin word, ‘Communicare’
which means to impart or participate or to
transmit. The word ‘Communicare’ is derived
from the root ‘Communis’ which means to make
common or to share.

3. Communication is
1) the activity or process of sharing or exchanging ideas, feelings,
information, experience between two or more persons;
2) an act or instance of transmitting;
3) the information a actually communicated by some means.
4) Keith Davis defines communication as “Communication is the
transfer of information and understanding from one person to
another.”

4. What is Business Communication?
•Business communication is the process of sharing information
between people within the workplace and outside a company.
•Effective business communication is how employees and
management interact to reach organizational goals. Its purpose
is to improve organizational practices and reduce errors. It’s
important to work on both your communication skills and
communication processes to achieve effective business
communication.
 

5. •William G. Scott defines business communication as
“Administrative communication is a process which
involves the transmission and accurate replication of
ideas ensured by feedback for the purpose of
eliciting actions which will accomplish organizational
goals.”

6. Process of Communication
•Communication is a process of exchanging verbal
and non verbal messages. It is a continuous process.
•Context - Communication is affected by the context
in which it takes place. This context may be
physical, social, chronological or cultural. Every
communication proceeds with context.
•The main components of communication process are
as follows:

8. The Sender is encoding the messages in any form like
voice, written or any signs. So they often called as
Encoder.
The Receiver is decoding the message from the sender
to understand the message. So they often called as
Decoder.
Channel: Any message or Information needs some
channel or a medium. Example: television is an audio
visual medium which decode the electronic signals into an
audio-visual to the audience.

9. Message:
 
Once the encoding is finished, the sender gets
the message that he intends to convey. The message can be
written, oral, symbolic or non-verbal such as body
gestures, silence, sighs, sounds, etc. or any other signal
that generate the response of a receiver.
•Communication Channel:
 
The Sender chooses the
medium through which he wants to convey his message to
the receiver. It must be selected carefully in order to make
the message effective and correctly interpreted by the
receiver. The choice of medium depends on the
interpersonal relationships between the sender and the
receiver and also on the urgency of the message being sent.
Oral, virtual, written, sound, gesture, etc. are some of the
commonly used communication mediums.

10. Feedback:
 
The Feedback is the final step of the
process that ensures the receiver has received
the message and interpreted it correctly as it was
intended by the sender. It increases the
effectiveness of the communication as it permits
the sender to know the effectiveness of his
message. The response of the receiver can be
verbal or non-verbal.
Note: 
The Noise shows the barriers in
communications. There are chances when the
message sent by the sender is not received by
the receiver.

11. •1) The sender’s ability to transmit his own ideas
accurately.
•2) The receiver’s mental ability to get the same
idea as were transmitted i.e. accurate replication.
•3) The feedback or the receiver’s response.
•4) Eliciting action which will help to achieve the
goals.

12. •The process of communication involves a series of stages:
•1) An idea arises in the mind of the sender, which he wants to
share.
•2) The sender encodes the idea in the form of a ‘message’.
•3) The sender chooses some medium / channel to put across the
message.
•4) The receiver receives the message.
•5) The receiver decodes – absorbs, understands, interprets the
message.
•6) The receiver sends feedback or his response.

13. PURPOSE OF COMMUNICATION
•In its broadest sense, the purpose of
communication in an enterprise is to effect change
to influence action towards achieving the goals of
the enterprise. Communication is essential for the
internal functioning of the enterprises, because it
integrates the managerial functions. Especially,
communication is needed to:

14.   establish and disseminate goals of an enterprise,
develop plans for their achievements,
select, develop and appraise members of the
organisation,
lead, direct, motivate and create a climate in which
people want to contribute.
control performance,
develop rapport with various agencies and organisations
concerned with the business enterprise.

15. The Management Process
External
Environment
Enterprise -Customers
-Goals
-Planning
Communication
-Suppliers
-Wholesalers
-Organising -Retailers
-Leading -
Government
-Controlling -
Community
-Others

16. •The Purpose and Functions of Communication: The above figure
graphically shows not only that communication facilitates the
managerial functions but also help an enterprise to relate to its
external environment. It is through information exchange that
managers become aware of the needs of customers, the
availability of suppliers, the claim of stockholders, the regulations
of governments, and the concerns of a community. It is through
communication that any organisation becomes an open system
interacting with its environment

17. The importance of business communication:
•Presenting options/new business ideas
•Making plans and proposals (business writing)
•Executing decisions
•Reaching agreements
•Sending and fulfilling orders
•Successful selling

18. •Effective meetings
•Providing feedback to employees and
customers
•All organized activity in a company relies on
the process of business communication and
your communication strategy. This could be
anything from managerial communication to
technical communication with vendors.

19. The characteristics of effective business
communication
•Businesses revolve around successful communication, whether
it's verbal, non-verbal, or written. Effective communication in
organizations has the following characteristics:
•Proactive participation: Good communicators proactively
seek opportunities to express their opinions, feedback, and
knowledge.

20. •Listening: 
Good communicators don't just keep
talking. They listen too. They pay attention to the
person speaking, process the information, and
understand its context.
•Learning from others: effective communication
in business involves sharing strategies and
knowledge that everyone can use to improve
their own skills

21. Types of business communication
•Business communication involves the exchange
of information within members of an
organization and from the organization to outside
parties. The four main types include
 
upward
communication, 
downward
communication, 
lateral communication
,
and
 
external communication.
 

22. •The upward, downward, and lateral communication
types refer to
 
internal business communication 
or
information exchanged within an organization. This is
distinct from
 
external business communication,
which refers to interactions that happen between the
organization and an outside party.
•We’ve outlined the strengths and weaknesses for each
business communication type and tips for successful
communication in each scenario

23. One way Communication
• One-way communication involves the transfer of
information in one direction only, from the sender to
the receiver.
•There is no opportunity for the receiver to give
feedback to the sender.
Eg. weather report on television, newspaper, recorded
music on the CD, billboard messages

24. Two-way Communication
Two-way communication is a form of transmission
in which both parties involved, transmit information.
Two-Way communication has also been referred to as
interpersonal communication.
Eg. Chat rooms and Instant Messaging,
Telephone conversations, classroom lectures etc.
.

25. Verbal Communication
•In this type of communication the professional uses
language as a vehicle of communication.
•Oral communication – A face-to-face interaction
between the sender and the receiver.
E.g. Making presentations and appearing for interviews
•Written Communication – The sender uses the written
mode to transmit his/her messages.
E.g. Writing reports and emails.

28. •Written communication skills 
refer to the ability to convey
information effectively and clearly through written text. It
involves using appropriate language, tone, and style to
communicate the intended message, while also taking into
account the audience and purpose of the communication.
•The content: what is written.
•The style: the way it is written.
•The structure: the way the content is explained and how clear it
is for the reader.

29. Non Verbal Communication
•When a message is communicated without
using a word, the process requires non-verbal
signal to be transmitted and received.
Eg. facial expressions, posture, eye
contact, walk, person's voice, sign language,
body language volume, pitch, voice
modulation etc.

31. Forms of communication
Formal: Communication takes place through the formal channels
of the organization structure along the lines of authority
established by the management.
•Such communications are
generally in writing and may
take any of the forms; policy;
manuals: procedures and rule
books; memoranda; official
meetings; reports, etc.

32. •Formal Communication: Alternatively known as official
communication, it passes through predefined channels which all
the members of the organisation are bound to follow. In every
organisation, a corporate ladder is established, through which
communication flows, which can be:
–Downward: Superior to subordinate
–Upward: Subordinate to superior
–Horizontal: Between employees of the same level, but
different areas of responsibility (department).
–Diagonal: Between employees of different levels and
department.

33. Downward
• Communication in the first
place, flows downwards.
• All information in this medium
is usually in form of instructions,
directions and orders.
• This direction of
communication strengthens
the authoritarian structure of
the organization.

35. Upward
•Upward Communication is the
process of information
flowing from the lower levels
of a hierarchy to the upper
levels.
•The function of upward
communication is to send
information, suggestions,
complaints and grievances of
the lower level workers to the
managers above.

36. Lateral/Horizontal
This type of communication takes place
between persons at the same level or working
under the same executive.
•The main use of this is to maintain
coordination and review activities assigned to
various subordinates.

38. When employees communicate across departments or with peers of
equal rank in the organization, this is considered lateral or
horizontal communication. Lateral communication examples
include a coworker calling another coworker or a team of managers
deliberating a potential new hire.
 
•The purpose of lateral communication is to foster collaboration and
coordination in an organization. Without productive lateral
communication, an organization may fail to reach their business
goals.
 
•Examples of lateral communication:
•Coworker to coworker, and Manager to manager

39. External communication
 
•External communication deals with the exchange of information
from within the organization to parties outside of the
organization. For example, a team within your company may
send over a proposal for an
 outreach campaign to a client or
your organization may issue a press release to promote a new
product or service.
 
•This also includes any electronic communication that occurs
through a website, email, or social media from your organization
to consumers, clients, or other parties.

40. •Your organization’s external communication
should be a top priority because it manages
your business’s reputation and outside
relationships.
 
•Example of external communication:
 
•Organization A to Organization B
•Website to consumer

41. Informal
• Communication arising out of all those channels of
communication that fall outside the formal channels is
known as informal communication.
• Informal communication does not follow lines of
authority as is the case of formal communication.
•Such communication is usually oral and may be
covered even by simple glance, gesture or smile or
silence.
Eg. Talking with friends

42. The form of communication which grows spontaneously out of
personal or social needs, among members of the organization,
called as grapevine or informal communication. It is a
secondary network of information in an organisation, which
can be:
Single strand chain
Gossip chain
Probability chain
Cluster chain
Informal communication is the fastest form of communication,
that rapidly transmits information to various members of the
organisation. Further, the response of the members can also be
obtained quickly.

44. •Single strand or straight chain network is an information
network where one person will tell a message to another
person and he will communicate it to another one
person. The third person also will tell the same message
to another one person.
•Gossip chain network ,there is an individual who tells
the message to all other members in the network
directly, here every person in the network
communicates with each other informally.

45. •Probability chain is a random process in which someone
transmits the information to others in accordance with
the laws of probability and then these others tell still
others in a similar way. it is called random chain
•Cluster network is an informational network where
someone first tells the message to the selected
individuals and those selected individuals pass the same
information to other selected individuals and the process
continue in the same way .(closely together)

46. Grapevine
• It is an informal type of
communication and is called so
because it extend throughout
the organization in all directions
irrespective of the authority
levels.
• It exists more at lower levels of
organization.
•Thus, grapevine spreads like
fire and it is not easy to trace
the cause of such communication at
times.

47. Difference
Formal
1.Official Channel
2.Planned & Systematic
3.Goal and task oriented
4.Impersonal
5.Stable and rigid
6.Slow & Structured
7.Authentic – little chance of
distortion
Informal
1. Unofficial Channel
2.Cuts across formal
relationships
3. Individual Goal and need
oriented
4.Personal & Social
5.Flexible and instable
6.Fast & unstructured
7.Non- Authentic - bigger
chance of distortion

48. Cross-Cultural Communication
Cross-cultural communication refers to communication
between people who differ in any of the following:
working styles, age, nationality, ethnicity, race, gender,
sexual orientation, and so on. Cross-cultural
communication can also refer to the use of words,
gestures, and body language to exchange, negotiate, and
mediate cultural differences. It is the means by which
people from many cultures connect with one another.

49. •Culture can be practiced at various levels by each
individual. There is the culture of the society in which
he grew up, the culture of his
 
workplace, and other
cultures in which a person actively participates or
withdraws gradually. A person's indigenous culture and
the majority culture to which he is exposed on a daily
basis are continuously at odds. Individuals who believe
their culture is superior to others cause cultural
disputes.

50. •A wide range of academic areas has influenced
cross-cultural communication. It is important to
avoid disagreements that could lead to conflicts
between individuals or groups. Cross-cultural
communication fosters trust and facilitates
collaboration. The emphasis is on providing the
appropriate response rather than the appropriate
message.

51. Ethics in business communication
•Ethics in business communication refers to the
principles and values that guide individuals
and organizations in communicating in an
honest, transparent, and responsible manner.
 
•Business communication is a critical
component of organizational success, and
ethical communication practices are essential
to building and maintaining trust with
stakeholders such as customers, employees,
partners, and the public

52. Types of Ethics in business
communication
•1/ Professional Ethics: 
These are the ethical principles and
standards that guide professional conduct in a particular industry
or profession, such as journalism, public relations, or marketing.
•2/ Corporate Ethics: 
This refers to the values and principles
that guide the behavior of a company as a whole, including its
communication practices. Corporate ethics might involve a
commitment to transparency, accountability, and social
responsibility.

53. •3/ Social Ethics: 
This refers to the ethical principles
that govern how a company interacts with society at
large, including its customers, employees, and the
broader community. Social ethics might involve
treating all stakeholders fairly and with respect,
avoiding harmful practices.
•4/ Personal Ethics: 
This refers to the values and
principles that guide an individual’s behavior in the
workplace, including their communication practices.

54. •Personal ethics might involve a commitment to honesty,
integrity, and treating others with respect
•5.Cultural Ethics: 
This refers to the ethical principles
that guide how a company communicates with
individuals from different cultural backgrounds.
Cultural ethics might involve being sensitive to cultural
differences, avoiding
 
stereotypes or prejudices, and
respecting the beliefs and values of others.

55. The 7 C's of business
communication
•Whether you're communicating with your team in
person, via email or virtual conferencing, you can
ensure effective communication by applying the 7 Cs of
communication.
•Clarity:
 
Practicing clarity when communicating, such
as using language that can be easily understood, ensures
that the message transferred is accurate.
 

56. •Correctness:
 
Grammar, language, data, and other
aspects aid in clarity. Make sure to proofread your
content before sending.
•Conciseness:
 
Concise messages are easily understood.
Avoid using more words than necessary.
•Courtesy:
 
Courtesy helps you earn the trust of others,
and gets them to listen to what you're trying to say.

57. •Concreteness:
 
Keep it short and concise – nobody wants to
read a novel to get to the point. Bonus points for
  using
facts and figures to add authenticity.
•Consideration:
 
When crafting your message, try to put
yourself in the position of the receiver. How should you
deliver the message in a way that they will clearly
understand?
•Completeness:
 
The message should be complete. Provide
all facts and details so the receiver can make an informed
decision.

58. Guidelines for Effective Communication
•Clarity of Purpose: 
The message to be delivered must
be clear in the mind of sender. The person to whom it is
targeted and the aim of the message should be clear in
the mind of the sender.
•Completeness: 
The message delivered should not be
incomplete. It should be supported by facts and
observations. It should be well planned and organized.
No assumptions should be made by the receiver.

59. •Conciseness: 
The message should be concise. It
should not include any unnecessary details. It should
be short and complete.
•Feedback: 
Whether the message sent by the sender is
understood in same terms by the receiver or not can be
judged by the feedback received. The feedback should
be timely and in personal. It should be specific rather
than general.

60. •Empathy: 
Empathy with the listeners is essential for effective
verbal communication. The speaker should step into the shoes of
the listener and be sensitive to their needs and emotions. This
way he can understand things from their perspective and make
communication more effective.
•Modify the message according to the audience: 
The
information requirement by different people in the organization
differs according to their needs. What is relevant to the middle
level management might not be relevant to the top level of
management.

61. •Use of jargons should be minimized because it might
lead to misunderstanding and misinterpretations. The
message should be modified according to the needs and
requirements of the targeted audience
Multiple Channels of communication: 
For effective
communication multiple channels should be used as it
increases the chances of clarity of message.
•The message is reinforced by using different channels
and there are less chances of deformation of message.

62. •Make effective use of Grapevine (informal channel
of communication): 
The employees and managers
should not always discourage grapevine. They should
make effective use of grapevine.
•The managers can use grapevine to deliver formal
messages and for identification of issues which are
significant for the employees. The managers can get to
know the problems faced by the employees and can
work upon it.

63. Conclusion
•As mentioned before, communication skills play a
huge role in all aspects of life. Though the type of
communication may change along with the phase of
life, the importance does not diminish. Therefore, here
some information that highlights the importance of
communication, and how it changes in context to the
situation, profession, and context.