Business Communication

By Mrs. Hira Ayaz

Outline
1. What is communication?
2. Business communication
3. Importance of communication
4. Types
5. Ways
6. Problems that could be solved by communication
7. Verbal/non verbal
8. Formal /informal language
9. Seven C’s of effective communication
WHAT IS COMMUNICATION ?
The word “communication” derived from the Latin word
‘communicare’ that means to impart, to participate, to share or to
make common.
 It is a process of exchange of facts, ideas, opinions and as a means
that individual or organization share meaning and understanding with
one another.
Communication adds meaning to human life. It helps to build
relationship and fosters understanding. It enriches our knowledge of
the universe and makes living worthwhile.
• What is Business Communication?

Business communication is the process of sharing information between

people within 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.
2. IMPORTANCE OF BUSINESS
COMMUNICATION
• The importance of business communication also lies in:

• Presenting options/new business ideas

• Making plans and proposals (business writing)
• Executing decisions
• Reaching agreements
• Sending and fulfilling orders
• Successful selling
• Effective meetings
TYPES OF COMMUNICATION :
• 1. Internal upward communication
• Internal upward business communication is communication that
comes from a subordinate to a manager or an individual up the
organizational hierarchy. Every leader should enable information to flow
upwards in order to have a true understanding of the company’s
operations.
• Internal upward communications usually include surveys, feedback, forms
and reports that employees deliver to their managers or team leaders. 
• For example, a marketing report may include statistics such as total
website visitors, social media engagement or total leads generated.
• 2. Internal downward communication
• Internal downward communication flows from a superior to one or
more subordinates. This type of communication might be in the form
of a letter, a memo or a verbal directive.
• When communicating with employees, leaders should keep
communication professional and clear.
• 3. Internal lateral communication
• Internal lateral business communication happens among
employees in the workplace. Today, there are many different ways
employees can communicate: chats, messaging, email, employees
communication software solutions. 
• This type of communication can be within or among departments and
it happens more regularly than other types of business
communication. Moreover, frequent communication among
employees play a crucial role for employee engagement and
productivity. 
• 4. External communication

• External business communication is any communication that

happens with external parties such as customers, prospects, vendors
or partners. 
• Unlike all the internal business communications types, external
communications happen on a less regular basis. 
Recap :
1. what is communication?
2. What is business communication ?
3. Importance of communication
4. What are the different types of effective communication?
ACTIVITY:
• Each of you are about to sell a product: Duration: 5 mins

• 1. Introduce a software
• 2. advertise a shampoo
• 3. sell any eatable item.
• 4. advertise a mobile phone
• 5. promote ufone company
• 6. Introduce a new member in the department
DIFFERENT WAYS OF
COMMUNICATION
• 1) Web-based communication
• This includes everyday communication channels like emails and
instant messaging applications
• The benefits of emails and messages lie in the ability to lead private
conversations in a busy office environment, as well as sharing a
message with many people—from a few to hundreds—all at once.

• 2) Telephone meetings
• 3) Video conferencing
• Great video conferencing systems enable people at remote locations
to run meetings that feel as close to in-person meetings as possible.
They take phone meetings one step up.

• 4) Face-to-face meetings
• In-person meetings can help a business move forward with ideas
quickly. Research shows that in-person meetings generate more ideas
than virtual meetings.
Problems that could be solved:
• Problems That Effective Business Communication Can Solve
• Clear and effective business communication is critical for teams,
employees, managers, and executives to 
perform their jobs and fulfill their responsibilities.
• Without the right processes and tools in place, the flow of
information is interrupted and people are left in the dark. This can
lead to serious consequences for the company, from unsatisfied
employees and customers to lost profits.
• 1) Email overload and lack of everyday productivity and clarity
• In many workplaces, people are simply overwhelmed with the
number of messages they receive in a single day.
• We easily misplace or completely overlook a crucial piece of
information. With a business communication system in place,
companies can reduce digital distractions and create space for ideas
and thinking.
• 3) Poor customer service
• If there’s poor communication in an organization, two things happen
when it comes to customer service. First, employees in customer-
facing roles won’t have the information they need. Second, customers
will sense low employee morale and have a negative experience.
ELEMENTS OF COMMUNICATION :

• The process of communication involves the following elements:

• 1.Sender or transmitter:
•  The person who desires to convey the message is known as sender.
Sender initiates the message and changes the behavior of the receiver.
• 2.Message:
•  It is a subject matter of any communication. It may involve any fact,
idea, opinion or information. It must exist in the mind of the sender if
communication is to take place.
• 3.Encoding:
• The communicator of the information organizes his idea into series of
symbols(words, signs, etc.) which, he feels will communicate to the
intended receiver or receivers.
• 4.Communication channel:
•  The sender has to select the channel for sending the information.
Communication channel is the media through which the message passes.
It is the link that connects the sender and the receiver.
• 5.Receiver:
•  The person who receives the message is called receiver or receiver is the
person to whom the particular message is sent by the transmitter. The
communication process is incomplete without the existence of receiver of
the message. It is a receiver who receives and tries to understand the
message.
• 6. Decoding:
• Decoding is the process of interpretation of an encoded message into
the understandable meaning. Decoding helps the receiver to drive
meaning from the message.
• 7.Feedback:
• Communication is an exchange process. For the exchange to be
complete the information must go back to whom from where it
started (or sender), so that he can know the reaction of the receiver.
The reaction or response of the receiver is known as feedback.
Why communication is called as the life
blood of business organization?
A business Organization is a group of people associated to earn profit.
Various kinds of activities have to be performed by the people of an
organization so as to earn profit.
 These activities need an effective and systematic communication.
Without efficient communication, one can not even imagine to do
work and hence will be unable to earn profit.
Since the aim of business organization is to earn profit, the
organization will die without profit and this death is a result of the
absence of communication.
FORMAL LANGUAGE :

• (1) It is the language spoken in office, business and other formal

places.
• (2) Proper and standard words are used.
• (3) It consists of specific purpose words like manager, supervisor,
owner, employer etc.
• (4) It is used comparatively less than informal language.
• (5) It is used when the speaker is relaxed.
INFORMAL LANGUAGE :
• (1) It is the language spoken at home or with friends.
• (2) Improper words and slangs are used.
• (4) It is used in daily life.
• (5) It is used when speaker is in a hurry.
VERBAL COMMUNICATION
VERBAL COMMUNICATION: Verbal communication means such a
communication that takes place by means of a language or words”. It
includes the following contents.
NON VERBAL COMMUNICATION
It means communication without the use of language or words. It includes
appearance, body language, silence, etc.
I1. Facial Expressions:- Face and eyes are helpful means of nonverbal
communication. They reveal hidden emotions such as anger, confusion,
enthusiasm, fear, joy etc.

2. Gestures, postures & movement:- Postures means the language primarily

composed of hand and fingers. Communication of deaf people and signal
given by traffic constable are the example of posture. Gestures and body
movement also indicate many things. Shaking hand with firmness indicates a
warm relationship, moving back and forth reveals nervousness.
SEVEN C’S OF COMMUNICATION
1. CORRECTNESS:
Normally it is assumed that correctness only refers to spelling,
punctuation and grammar.
Following guideline should be considered for achieving correctness.
(a) Use the correct level of language
(b) (b) Include only accurate facts and figures.
• CONCISENESS:

• Following points should be considered for achieving conciseness.

• Avoid unnecessary repetition.
• Include relevant facts.
• CLARITY: Clarity refers to a clear understanding of the message by the
receiver. In other words the receiver should not face any problem in
getting the meaning of the message.
• The clarity could be achieved by the following techniques.

• (a) Choose words that are short, familiar and conversational.

• (b) Construct effective sentences and paragraphs.
• (c) Include examples, illustrations etc.
• COMPLETENESS:
• The ‘C’ of completeness should be kept in mind especially giving
replies to inquiries and writing adjustment letter.
• Following points are considered for the ‘C’ of completeness.
• (a) Answer all questions asked.
• (b) Give something extra. When desirable.
• CONCRETENESS:
• Concreteness adds conviction to the message. It is easy for the reader
to believe on concrete messages. Concreteness also increases
credibility of the sender of message.
• Following points should be considered for achieving concreteness.
• (a) Use specific facts and figures.
• (b) Put action in the verb.
• (c) Choose vivid image building words.
• CONSIDERATION: Consideration refers to giving importance to the
other person whether he is a reader audience, spectator or listener.
• For achieving consideration following points are considered.
• (a) You attitude
• (b) Show readers interest
• (c) Apply integrity in the message
• (d) Emphasize the positive
• COURTESY:
• To achieve courtesy following points should be considered.
• (a) Be tactful.
• (b) Omit expressions that can irritate.
• (c) Answer/mail promptly. (d) Grant and apologize.
ACTIVITY : 5 marks
• 1. Draw the cycle of communication. 1.5
• 2. Name the 7 C’s of effective communication. 2
• 3. why communication is called as the life blood of business
communication ? 1.5