Business Communication Essentials

 Ice Breaker
Unfreezing
Change & movement
Re-freezing

 Definition:
 The exchange of thoughts, messages, or the like, as
by speech, signals or writing.
 To express oneself in such a way that one is readily
and clearly understood.
 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.
Communication

COMMUNICATION IS A SERIES OF
EXPERIENCE OF
Hearing
Smell
Seeing
Taste
Touch

CODES USED IN COMMUNICATIONCODES USED IN COMMUNICATION
Verbal CommunicationVerbal Communication
 Words (Words (কককককক// কককককককক// কককককককককক))
 VoiceVoice ((কককককককককককককককক// কককককককককক))
Non-Verbal CommunicationNon-Verbal Communication
 GesturesGestures((কককক–ককককককককক–ককককক// কককককককককককক))
 PosturesPostures ((কককককক--কককককক,, কককককককককক))
 Facial ExpressionsFacial Expressions ((কককককককককককককককককককককককককককককককককক// কককককককককককককককক))
 Eye ContactEye Contact ((কককককককককককককককককককককককক))
 Vocal CharacteristicsVocal Characteristics ((কককককককককককককককককককককককককককককক))
 Personal AppearancePersonal Appearance ((কককককককককককককককককককককককককককককককককক))
 TouchTouch ((কককককককককককক))

COMMUNICATION PROCESS
(Video-1)
SENDER RECEIVER
Feedback
receiver sender
Communication is the process of sending and receiving
information among people…
Noise
Use of
channel to
transmit
the
message

BARRIERS TO COMMUNICATION
No matter how good the
communication system in an
organization is, unfortunately
barriers can and do often occur.
These barriers are those which
make the message doubtful for
the reader to understand it and
they get confuse to interpret the
meaning for which the message
is sent to them.

PHYSICAL BARRIERS ( )
The major physical
barriers are:
 Time ( / )
 Place ( / )
 Noise ( / )
 Space ( / )
Some of them are easy to
alter (/ )
whereas, some may
prove to be tough
obstacles in the process of
effective communication.

TIME
Time has an important
role in a communication
process. Do we not often
hear expressions such as
“timely caution” (),
“timely advice?” (). These
expressions indicate the
role of time as a factor in
communication.

PLACE
The place or the location where a communication
process takes place can degenerate into a barrier to
effective communication.

NOISE
Noise is a physical barrier to effective
communication. Noise may have its origin from an
external source ( ) or may exist even in the
communication loop ( ).

SPACE
Closed office doors, barrier screens and separate
areas for people of different status results in
creating a barrier to effective communication.

How to Overcome Physical
Barriers ???

PERCEPTUAL BARRIER
( / )
We all see the world
differently !
We all have our own
preferences ( ),
values ( ),
attitudes ( ),
origins ( ), and
life experiences that
act as ‘filters’ ( )
our experiences of
people, events and
information.

Difference in Perception of Reality
( )

How
To
Overcome
Perceptual
Barriers?

SOLUTION !!!
 Start by listening to
others.
 Clarify if there is
confusion.
 Stay calm and be
positive.
An attitude of good will
and tolerance toward
others goes a long
way!!!!

EMOTIONAL BARRIER ( )
The emotional state may
influence your capacity to
make yourself understood
and hamper your
understanding of others.
Many times, emotional
barriers on your part or
the part of the person you
are speaking with may
inhibit your ability to
communicate on an
effective level.

FEAR ( )/
INSECURITY
( )
MISTRUST
( )
STRESS ( /
)

HOW TO
OVERCOME
EMOTIONAL
BARRIERS???

SOLUTION !!!
Be aware of the
feelings that arise in
yourself and in
others as you
communicate, and
attempt to control
them.

COMMUNICATION INVOLVES
THREE COMPONENTS (Video-2)
 Verbal Messages - the words we choose
 Para-verbal Messages - how we say the words
(tone)
 Nonverbal Messages - our body language (gesture)
These Three Components Are Used To
 Send Clear, Concise Messages
 Receive and Correctly Understand Messages Sent to
Us

COMMUNICATION GOALS
To get and give
information
To persuade
To ensure understanding
To get action
To change behavior

MOST COMMON WAYS TO
COMMUNICATE
Visual
Image
Speaking
Writing
Body
Language

WHAT MAKES A GOOD
COMMUNICATOR?
Clarity
Integrity Timing
Adequacy
Deepti Singh

HOW DO YOU DEVELOP YOUR
COMMUNICATION SKILLS? EXPLORE
THE RELATED SKILLS

EFFECTIVE COMMUNICATION . . .
 It is two way.
 It involves active listening.
 It reflects the accountability of speaker and
listener.
 It utilizes feedback.
 It is free of stress.
 It is clear.

THE ELEMENTS OF
BUSINESS COMMUNICATION

ManagerManager
Services WorkerServices Worker
ClericalClerical
Technical WorkerTechnical Worker
So poorly written messages result in loss of
time, money, and even life.
So poorly written messages result in loss of
time, money, and even life.
1
2
3
4
Effectively in speaking and writing is useful
in all areas of business, such as:
•Management
•Technical
•Clerical
•Social positions
IMPORTANCE OF BUSINESS COMMUNICATION
51.6%
29.1%
40.7%
49.4%

METHODS OF BUSINESS
COMMUNICATION
 Memo, fax, e-mail, voice mail, letter.
 Phone call, in-person.
Two-Way
One-Way
Collaborative
 Team meetings, consulting,
consensus, decision making,
group problem solving.

INTERACTIVE MOMENT (Team Work)
The Obstacle Game!
It helps you to improve communication and
listening skills, and to build trust between
partners.
(End of Day-1)

TYPES OF BUSINESS
COMMUNICATION
 On the basis of Organization
Relationship ( )
 Formal
 Informal
 On the basis of Flow ( )
 Upward
 Downward
 Internal
 External

FormalFormal
InformalInformal
Planned communication.
Memo, letter, report, e-mail faxes that follow
company’s chain of command.
Planned communication.
Memo, letter, report, e-mail faxes that follow
company’s chain of command.
Casual Communication among employees, e-mails,
face to face conversation, phone calls and
discussions.
Casual Communication among employees, e-mails,
face to face conversation, phone calls and
discussions.
FORMAL AND INFORMAL
COMMUNICATION

Verbal
and
Non-verbal
Communication

VERBAL COMMUNICATION
It means communicating with
words, written or spoken.
Verbal communication consists
of speaking, listening, writing,
and reading.

EFFECTIVE VERBAL MESSAGES
 Are brief, succinct (), and organized
 Are free of jargon ()
 Do not create resistance in the listener

CHARACTERSTICS OF EFFECTIVE
VERBAL COMMUNICATION
 Considerthe objective
 Be sincere
 Use simple language, familiarwords
 Be brief and precise
 Assume nothing
 Use polite words and tone
 Say something interesting and pleasing

Listening
 Requires concentration and energy
 Involves a psychological connection () with the
speaker
 Includes a desire and willingness to try and see
things from another's perspective
 Requires that we suspend judgment and
evaluation

 Nonverbal
 Giving full physical attention to the speaker
 Being aware of the speaker's nonverbal messages
 Verbal
 Paying attention to the words and feelings that are being
expressed
Key Listening Skills (Video-3)

ADVANTAGES
 More personal and informal
 Makes immediate impact
 Provides opportunity for interaction and
feedback
 Help us correct ourselves (our messages
according to the feedback and non-verbal
cues from the listener)
 It is fastest and less expensive

DISADVANTAGES
 It can quickly be forgotten
 A word once uttered cannot be taken back
 There is no legal evidence of oral
communication
 Impact may be short lived

NONVERBAL MESSAGES
Nonverbal messages are
the primary way that we
communicate emotions
Facial Expression
Postures and Gestures

Types of Non-verbal Communication

Importance of Nonverbal Communication

INTERACTIVE MOMENT (Group Work)
Chinese Whisper Challenge!
• Helps to show how small misconceptions can end
up making a huge difference.

To communicate easily and effectively with your
readers, you should apply the following Seven ‘C’
principles:
1. Clarity ( / ) 5. Correctness ()
2. Conciseness () 6. Courtesy ()
3. Consideration () 7. Completeness ()
4. Concreteness ()
7 ‘C’ Principles of Written
Communication

Complex Words Simple Words
A substantial segment of
the population
Many people
Affords an opportunity Allows
•Choose, Simple, Short, Familiar, Conversational
words
CLARITY

Complex Words Concise Words
Arrived at the conclusion Concluded
At a later date Later
•Use Concise Words
CLARITY

Absolutely free Meet together
Adequate enough Over with
As to whether Past experience
At about Personal opinion
Attached hereto Quite unique
•Avoid repetitive words. In the following redundant
expressions, the italicized words are unnecessary
and should be omitted:
CLARITY

Trite () Expressions Choose these Conversational
Words
()
Acknowledge receipt of thank you for
Agreeable with your desires in
the matter
as you suggested
are in receipt of have
as per our conversation as we discussed
at the earliest possible date as soon as (you) can (ASAP)
at the present writing now
At your earliest convenience As soon as you can or when you are ready
CLARITY
Examples of some Conversational Words

CONCISENESS
• A concise message saves time and expenses
for both sender and receiver. Conciseness
means that you have to convey your message
in the fewest possible words without
sacrificing the other ‘C’ qualities. Conciseness
is a very desirable quality. But conciseness
should not be confused with briefness. To
achieve conciseness, notice the following
suggestions:
 Eliminate wordy expressions
 Include only relevant material
 Avoid unnecessary repetition

CONCISENESS
Dear Mr. Hassan:
In reply to yours of recent mail; I wish to advise
you that Mr. Naeem, about whom you inquired
was terminated from his employment at Bright’s
on July 30, 2016, due to the fact that he
frequently did not appear at work at the
appointed hour.
Dear Mr. Hassan:
Mr. Naeem’s employment at Bright’s ended on
July 30, 2016; because of excessive absence..

COURTESY
 Choose nondiscriminatory expressions
 Courtesy also requires use of nondiscriminatory
expressions that refer to any particular, gender, race,
ethnic. origin, etc.
Instead of these gender-
specific words.
Choose these Bias Free words
Businessman Business person or business
worker
Chairman Chair, chairperson
Manpower Worker, employee
Newsman Newscaster or reporter or
journalist
Salesman Salesperson, representative,
agent

CORRECTNESS
• The correctness principle is more than proper
grammar, punctuation and spelling.
• A message may be perfect grammatically
mechanically but still lose a customer and fail to
achieve a purpose. Though mistakes are never
intentional, they spoil our image. Errors in the
messages fall in the following categories:
 Mistakes in names, figures, facts, and words.
 Mistakes in punctuation and capitalization
 Mistakes in the level of Language

CORRECTNESS
 Mistakes in names, figures, facts, and words
• Any mistakes in names, figures, facts, etc, can
make your message unclear. Such mistakes can
also create problems for you. Imagine if you
write 2000 where you were supposed to write
200.
• Mistakes in punctuation and capitalization must
be avoided.
• So be careful to:
• Verify your statistical data.
• Double-check your totals.
• Avoid guessing at laws that have an Impact
on you and your receiver.

CORRECTNESS
They're / Their / There
They’re going to store together.
(contraction of “they are”)
The managers are in their weekly
meeting. (possessive)
Place the flowers there. (adv. –
indicates location/direction)
You're / Your
You're going to be a great writer!
(contraction of “you are”)
Your hair looks nice today.
(possessive)
Who's / Whose
Who's on first base? (contraction of
“who is”)
Whose watch is this? (possession)

CORRECTNESS
It's / Its / Its’
• It’s a beautiful day! (contraction of “it is”)
• Download the program, along with its
readme file. (possessive)
• Its’ is not a word.
Affect / Effect
• The outage shouldn't affect anyone during
work hours. (verb – to act on, influence)
• The outage shouldn't have any effect on
users. (noun – result)

CORRECTNESS
 To / Too / Two
• I am going to the store. (preposition)
• She decided to go along too. (adv. – also)
• My jacket is too small. (adv. – to an excessive
amount)
• I have two buttons missing. (number)
 A lot / Alot / Allot
• The workers are worrying a lot about their jobs. (adv.
– to a great degree/extent)
• Alot is not a word.
• We were each allotted twenty tickets. (verb – to
assign/distribute)

• Consideration means writing every letter
with your reader in mind. It also means
acting on the ‘you attitude’. Three specific
ways to indicate consideration are:
 Focus on ‘you’ instead of ‘I’ and ‘we’.
 Show audience benefits or interest.
 Emphasize positive, pleasant facts.
 Show audience benefits or interest.
 Emphasize positive, pleasant facts.
CONSIDERATION

COMPLETENESS
 Provide all necessary information.
• Your reader needs to know how much, what size,
what type, and other details. To achieve this, your
message should answer the “five Ws and one H”.
 Answer all questions asked.
• Replying to an inquiry or request, answer all
questions asked, and even anticipate the reader’s
reaction by providing other relevant information.
 Give something extra when desirable.
• Sometimes, as an intelligent writer, you know what
your reader may need to know about any certain
thing. In this case you must include anything that is
of your reader’s benefit.

CONCRETENESS
 Use specific facts and figures
 Always use specific facts and figures in your
messages. For example:
 Vague: Please send us the following items
by the end of this month.
 Clear: The following items should reach us
on or before 21st
August.
(End of Day-2)

ELECTRONIC
MAIL (E-MAIL) &
BUSINESS
LETTER

ETIQUETTES FOR WRITING E-MAIL (Video-4)
 E-mail is meant to be brief-- Keep your message short. Use only a few
paragraphs and a few sentences per paragraph. If you find yourself writing
an overly long message, pick up the phone or call a meeting.
 Ask for the permission of the recipient before sending an attachment–
Many people avoid opening attached files due to virus threats. The title of
file attached and its program must be mentioned in the message, e.g. The
file is in MSWord 2003 under the name Labfile.
 Thinking That No One Else Will Ever See Your E-Mail
Once it has left your mailbox, you have no idea where your e-mail will end
up. Don't use the Internet to send anything that you couldn't stand to see on
a billboard on your way to work the next day. Use other means to
communicate personal or sensitive information.

ETIQUETTES FOR WRITING E-
MAIL
 Leaving Off Your Signature
Always close with your name, even though it is included at the top of the e-
mail, and add contact information such as your phone, fax and street
address. Creating a formal signature block with all that data is the most
professional approach.
 Complete the "To" Line Last-- The name or address of the person to
whom you are writing is actually the last piece of information you should
enter. Check everything else over carefully first. Proof for grammar,
punctuation, spelling and clarity before sending the email.
 Try to keep line length at 80 characters or less-- if your message is likely
to be forwarded then keep it at 60 characters or less.

ETIQUETTES FOR WRITING E-MAIL
 Bullet points can be used
where necessary
 Avoid using Block letters– IF
YOU WRITE IN CAPITALS
IT SEEMS AS IF YOU ARE
SHOUTING.
 Be professional– stay away
from abbreviations such as, u
for you, plz for please etc., and
those little smileys when you
are writing professional emails.
(though contractions can be
used when you are writing in a
conversational way.)

ETIQUETTES FOR WRITING E-MAIL
 Need not align your paragraphs– paragraphs are preferred
block
 Answer swiftly-- Customers send an e-mail because they wish
to receive a quick response. If they did not want a quick
response they would send a letter or a fax. Therefore, each e-
mail should be replied to within at least 24 hours, and
preferably within the same working day. If the email is
complicated and needs time, just send an email back saying
that you have received it i.e. Acknowledge it and that you will
get back to them.

LAYOUT OF A BUSINESS LETTER
 1. The Modified Block form
 2. The Semi-Block form
 3. The Full-Block form/the Block-form

WHAT IS A MEMO?
Business memos are a piece of inter-office
correspondence sent between employees in
a company or between company
subsidiaries to transmit ideas, decisions,
requests or announcements. They are
more private and more formal than emails
but less formal than letters. They can also
be compared to reports, but very short
ones.

A MEMO CONSISTS OF…
 Header
 Purpose
 Summary
 Discussion
 Action

ABOUT MEMO…
 While a memo generally requests or delivers a quick
response to a specific question, it may also be a
compact version of a short report, holiday, vacation,
officer sent for special duty, officer sent for out of the
office duty, new rules, progress report, or lab report.
 Memos are often routed, posted, and forwarded,
which means they can reach a lot of people quickly.
 “Memo”-- Latin memorandum, "a thing which must be
remembered." As the meaning goes, memos also get
filed, which means they can come back to haunt you
later.

REPORT WRITING
Before writing a report, the writer should ask
 What is the purpose of the report?
 What action is it intended to trigger?
 Who will read the report?
 How many people will read it?
 What do they need to know?
 What is their current level of knowledge?

STRUCTURE OF A REPORT
 Title page
 Acknowledgements
 Contents
 Executive Summary (or Abstract)
 Introduction
 Literature Review (usually in thesis)
 Methodology
 Results or findings
 Discussion
 Conclusion and recommendations
 References
 Appendices

TITLE PAGE &
ACKNOWLEDGEMENT
 Title page states the title of the report, the name
of the author, department or project and the
date.
 In the acknowledgement section we acknowledge
the help and support we have received from
others for writing the report.

CONTENTS
 Contents should state all sections and
sub-sections with their respective page
numbers
 There may be two contents: one for all the
sections and the other listing the chart,
diagrams, figures, graph etc. The latter
should come under a separate heading-
List of Illustrations
Tips: the wisest thing to do will be to write
the page numbers when you have finished
your report

Use a numbering system:Use a numbering system:
This can be either decimal or a mixture of
numerals and letters. The example on the next
slide is the decimal system.
1. Main section1. Main section
2. Main section2. Main section
2.1 first subsection of 2
2.2 second subsection of 2
3. Main section
3.1 first subsection of 3
3.1.1 first subsection of 3.1 etc...

EXECUTIVE SUMMARY
(ALSO CALLED ABSTRACT)
 A short paragraph telling us about the report in a
nutshell
 Tells us in short about the main task, the
methodology, conclusions drawn, and
recommendations (if any)
 Should include the main ‘bones’ of the report for ease
of reference
 The summary should be written after you have
completed the report
 Usually written last
 Not more than about a 1.5 spaced, 3/4 of a page of A4

INTRODUCTION
 Gives us the background of the writing- how the
issue came up, the scenario
 The aims & objectives of the report
 Also analyses the departments under
consideration (if details are required)
 Background to the report
 specify the purpose of the research
 (terms of reference)
 (reference to similar work being done elsewhere)
 (acknowledgement of any help and cooperation)

CONCLUSION
 We draw the conclusions we deduce from our
findings and analysis (discussion)
 There should be nothing new in this section
 This is more or less summarising the
interpretation of our results
 We can also incorporate the recommendations in
this section (opt)

-RECOMMENDATIONS
 This is an optional section
 We include this only when it is a report to resolve
issues, not when the report only informs facts
 Recommendations considers other best practices
to resolve similar issues while making its
suggestions
 Therefore we may bring up current findings from
articles of newspapers and other media
Sample:Sample: a complete list of material directly referred to in the main
text. After a quote in the main body of the text you may put
(Afzal, 1994:78) = author of book used, date of publication, page
number.
In your references at the back, the entry for this would be:
Jones, Md. A (1994): An introduction to Monetary Policy, Sonali
Prokashon, Dhaka.

- Bibliography (Bibliography ()) :: A complete,
alphabetical list of all sources
consulted.
- Appendices (Appendices ()):: Detailed information
which could have cluttered up the main
body of the report, i.e. charts, graphs,
tables of figures, supplementary
information.

REPORT WRITING STAGES
 The five major stages of report preparation are
1. Gathering the data
2. Analysing and sorting the results
3. Outlining the report
4. Writing the rough draft
5. Revising the rough draft

CONCLUSION
Working on improving your
communications is a broad-brush
activity. You have to change your
thoughts, your feelings, and your
physical connections.
That way, you can break down the
barriers that get in your way and
start building relationships that
really work.

QUESTIONS & COMMENTSQUESTIONS & COMMENTS

Business Communication Essentials

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