Unit 1 - Understaning Business Communication

Business Communication
SUPREET WAHEE
Unit Overview
Concept & Purpose of BC

Define and understand communication and
the communication process
Types of communication
Barriers in a communication process
Guidelines for Effective Communication
Impact Of IT
Supreet Juneja Wahee

Workplace Skills
Body Language
Effective
Communication Hard work

w
Empathy
Confidence Socializing
Team work
Listening Leadership Skills

Skills
Problem Solving
& decision
Networking
Making

Communication Skills

Achieving Success Today
Communication
Communication
Senders Information and Meaning Receivers
Written Spoken Electronic Visual

Communication Benefits
Problem Solving Business Relationships
Decision Making Promotional Messages
Productivity Images and Brands
Work Flow Audience Response

How do we spend our communications time?
People in organizations typically spend over
75% of their time in inter personal
communication
Of this communications time, we spend:
Reading Talking
Listening Writing
"Communication is really all anyone ever
gets paid for ultimately......and if you
cannot effectively communicate.
...you will PAY....and not get paid."
Doug Firebaugh Supreet Juneja Wahee
Most Common Ways to
Communicate
Speaking
Writing
Visual Image
Body
Language

Business Communication
Business communication, also called
workplace communication, refers to
sharing any business-related messages.
It encompasses all aspects of relaying
information within and about a business.
You can have brilliant ideas ,but if you

cant get them across ,you wont get
anywhere -Lee Iacocca
Business needs good
communicators
Needs people with good Communication

Skills
85% recruiters give priority to effective
communication skills
Higher and better the position, the more one
needs to improve ones communicating ability

Effective Communication
Practical
Practical Factual
Factual
Concise
Concise Clear
Clear Persuasive
Persuasive

What Employers Expect
Organizing ideas and information

Expressing ideas and information
Reading and listening effectively
Communicating with diverse groups
Using communication technology
What Employers Expect
Writing and speaking effectively
Applying business etiquette
Communicating ethically
Obeying regulations and guidelines
Using time productively

The Communication Process
Basic Model
5.
Feedback travels
to sender
1. 2. 3. 4.
Sender has Sender Message Receiver
idea encodes travels decodes
idea in over message
message channel
6.
Possible additional
feedback to receiver

The Communication Process
Expanded Model

THE SOURCE
PLANNING YOUR MESSAGE

The Source Contd
To Plan your communication:

Understand your objective. Why are you
communicating?
Understand your audience. With whom are you
communicating? What do they need to know?
Plan what you want to say, and how you'll send
the message.
Good communicators use the KISS ("Keep It Simple
and Straightforward") principle. They know that less
is often more, and that good communication should
be efficient as well as effective. Supreet Juneja Wahee
ENCODING

ENCODING
CREATING A CLEAR, WELL-CRAFTED MESSAGE
The source/sender initiates the process by

encoding a thought.
When you know what you want to say, decide exactly
how you'll say it. You're responsible for sending a
message that's clear and concise.
The message is the actual physical product of

the senders encoding
PRODUCT Speech; Written words; Gestures

ENCODING
Changing ideas into symbols + organizing into a message
An effective communicator ensures that his target

recipient understands what is being communicated.
Words, tone and actions that you choose to encode

your idea represent specific content meaning
therefore, choose them wisely.
Keep the target recipient in mind.
Knowledge of Receivers education level ,experience,

Viewpoints, culture
Does the recipient understand the words used?
Does the recipient have the maturity and enough experience
to understand what is being communicated?

CHOOSING THE RIGHT CHANNEL
Along with encoding the message, it is important to
choose the best communication channel to send it.
You have to be efficient, and make the most of
your communication opportunity.
In determining the best way to send a message, we
should consider the following:
The sensitivity and emotional content of the subject.
How easy it is to communicate detail.
The receiver's preferences.
Time constraints.
The need to ask and answer questions.
3 Typical Communication
Channels
Two way ,Face to Face
Informal Conversations, Interviews ,Meetings,
oral, presentations, speeches, Videoconferencing
Two way ,Not Face to Face
Telephone conversations, Online chats, Text
messaging
One way ,Not Face to Face
Letters ,memos, reports, electronic
communications such as email, fax ,voice
mail ,webpages
DECODING
RECEIVING AND INTERPRETING A MESSAGE

DECODING
The process of interpreting the message is referred to as decoding
The receivers task is to interpret the senders message ,both verbal

and non-verbal ,with little distortion as possible.
Because words and Non verbal signals have different meaning to

different people ,a number of problems can occur at this point in
the communication process due to :
Receivers Vocabulary ,Word Usage

Authority of the sender
Nonverbal Signals of the sender
Different culture ,values & beliefs
Receivers close mind ,unreceptive to new idea
Receivers preconceived notions Supreet Juneja Wahee
FEEDBACK
IS THE RESPONSE GIVEN TO THE SENDER FROM THE RECEIVER

FEEDBACK
Feedback is response from the receiver. Without it, you
can't be sure that people have understood your message.
Feedback can be verbal or non-verbal, including body
language .
By watching the facial expressions, gestures, and posture
of the person you're communicating with, you can spot:
Confidence levels.
Defensiveness.
Agreement.
Comprehension (or lack of understanding).
Level of interest, e.t.c Supreet Juneja Wahee
NOISE
Anything that disrupts the communication

process for example language
It refers to anything that hampers any stage
of the communication process Supreet Juneja Wahee
The Elements of Communication Process
Sender
Encode
Channel
Decode
Receiver
Feedback

Ways to Communicate- Verbal
Speak Listen
Write Supreet Juneja Wahee

TYPES OF COMMUNICATION
On the basis of organization relationship
Formal
Informal
On the basis of Flow
Downwards
Vertical/upward
Horizontal/Lateral
On the basis of Expression
Oral
Verbal
Written
Gesture Non Verbal
ORGANIZATIONAL COMMUNICATION
Formal Communication
communication that follows the official chain of
command or is communication required to do ones
job
takes place within prescribed organizational work
arrangements
Informal Communication
not defined by the organizations structural hierarchy
fulfills two purposes
permits employees to satisfy their needs for social
interaction
creates alternative, and frequently faster and more
Prentice Hall, 2002
efficient, channels of communicationSupreet Juneja Wahee
Global Communication
Internal Audiences
Internal Audiences
External Audiences
External Audiences

Communication with External Audiences
General public,
potential employees, Subsidiaries Unions Employment
customers, stockholders agencies
Special
Professional services
interest group
(auditions,legal,etc)
Customers
Suppliers,
clients
vendors
The
Trade association, Corporation Distributors,
Competitors, Wholesalers,
other businesses, Franchisees,
and industries Retailers, agents
Legislators,
The Stock holders Foreign Government
media Investors Governments The courts agencies, regulation
and lenders and offices Offices
Communication Flow in Organizations
Executive Director
Manager
Downward Comm.
Vice President
Upward Comm.
A.G.M.
Supervisor 1 Supervisor 2 Supervisor 3
Manager
Supervisor
Horizontal Comm.
Forman
DIRECTION OF COMMUNICATON
DIRECTION OF COMMUNICATION FLOW
Downward - flows from a manager to subordinates

used to inform, direct, coordinate, and evaluate
employees
Upward - flows from subordinates to managers
keeps managers aware of employees feelings
source for ideas on improving operations
amount of upward communication affected by the
culture of the organization
trust and empowerment increase upward flow
mechanistic and authoritarian environment
decrease upward flow
Prentice Hall, 2002
-Diagonal - cuts across both work areas and
organizational levels
benefits efficiency and speed
e-mail facilitates diagonal communication
- Horizontal communication= flows between

departments.
With those in equal rank
Oral or written
Exchange of information about activities
progress made
Discussion of plans
Advice in a friendly way
Prentice Hall, 2002
ORGANIZATIONAL COMMUNICATION
NETWORKS
combination of vertical and horizontal flows
into a variety of patterns
Types of Networks
chain - communication flows according to the
formal chain of command
wheel - flows between a clearly identifiable and
strong leader and others in a work group or
team
all-channel - flows freely among all members
of a work team
no single network is best for all situations
Prentice Hall, 2002
Three Common Organizations Communication Networks and How They Rate on Effectiveness
Criteria
Prentice Hall, 2002 Supreet Juneja Wahee

Grapevine - an informal network that is active in almost
every organization
important source of information
identifies issues that employees consider important
and anxiety producing
can use the grapevine to disseminate important
information
grapevine cannot be abolished
rumors can never be eliminated entirely

Grapevine Characteristics
oral mostly undocumented

open to change
fast (hours instead of days)
crossing organizational boundaries
inaccuracy:
deletion of crucial details
exaggeration of the most dramatic
details

Reasons for grapevine to develop:
Employees rely on the grapevine when:
They sense uncertainty

Preferential treatment of managers with certain employees
Their general talkative behavior
They feel threatened,
Insecure,
Under stress
When there is pending change
When communication from management is limited

Levels of
Communication Definition Goal
Intrapersonal Communication within Accurate self-perception

Communication oneself others perceptions
Accomplish tasks
Interpersonal Communication between
Increase self worth through
Communication two people
interaction
Group Communication between Achieve greater output

Communication more than two people through collaboration
Large groups working Provide adequate structure,

Organizational
together to accomplish flow, channels and media to
Communication
complex, ambitious tasks accomplish tasks
An organization reaching
Public out to its public to achieve Reaching many with the
Communication external communication same message
goals

RESULTS OF COMMUNICATION
FAILURE
Loss of Business/goodwill
Waste of money and time
Lowered productivity
Poor co-ordination and control
Frustration and hostility
Dissatisfaction with others
Lowered morale and loss of team spirit
Conflict and arguments
Low employee turnover Supreet Juneja Wahee
Our life is just like a sports-car that we own ,
possess and we are a driver as well as mechanic
of this Car. For smooth running & maintenance of
our car, we need a proper toolkit and spares.

Barriers to Communication
Communication barrier Anything

that gets in the way of clear
communication.

Barriers to communication

No Provision for Feedback
Inadequate Feedback.
Responding
Barriers
Barriers to communication
Noise
Inappropriate medium
Assumptions/Misconceptions
Emotions
Language differences
Poor listening skills
Distractions
Environment
Venue
Temperature in the room
People Status, Education
Time
Barriers in Communication
(that have to do with the COMMUNICATOR)
Unwillingness to say things differently

Unwillingness to relate to others differently
Unwillingness to learn new approaches
Lack of Self-Confidence
Lack of Enthusiasm
Voice quality

(that have to do with the COMMUNICATOR)
Disagreement between verbal and non-

verbal messages
Negative Self Image
Lack of Feedback
Lack of Motivation and Training
Language and Vocabulary Level
Lack of Self Awareness
(that have to do with the RECEIVER)
Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Personal Value System
Here-and-Now internal & external factors

Barriers
Noise Loss by transmission
Lack of planning Poor retention
Poor listening
Wrong / unclarified assumptions
Insufficient period for adjustment
Semantic problems (relating to Goal conflicts
words meaning) Offensive style
Cultural barriers Time & distance
Socio-psychological barriers Abstracting
Emotions Inferring (conclude)
Selective perception
Filtering
Information overloaded

OVERCOMING THE BARRIERS OF EFFECTIVE
COMMUNICATION
Connecting with
The audience
Summarizing Simple
what has been said Words
Effective Body language

Effective Questions
Communication skills (Smile, Eye contact,
Gestures, tone)
Checking
Seeking Cultural
for understanding
Participation Sensitivity

Overcoming the Barriers to Effective Interpersonal
Communication
Use Feedback - ask a set of questions about a message to

determine whether it was understood as intended
ask receivers to restate the message in their own words
Simplify Language - tailor the language to the audience

for whom the message is intended
jargon can facilitate understanding when used in appropriate
groups
Listen Actively - listen for full meaning

restrain premature judgments or interpretations
Prentice Hall, 2002
enhanced by developing empathy with senderSupreet Juneja Wahee
Constrain Emotions - emotions severely cloud
and distort the transference of meaning
refrain from communicating until one regains
her/his composure
Watch Nonverbal Cues - actions should be

aligned with words
nonverbal message should reinforce verbal
message

Memo from CEO to Manager :
Today at 11oclock there will be total eclipse of the sun. This is when the
sun disappears behind the moon for two minutes. A s this is something
that cannot be seen every day , time will be allowed for employees to view
the eclipse in the parking lot. Staff should meet in the lot at ten to eleven,
when I will deliver a short speech introducing the eclipse, and giving
some background information. Safety goggles will be made available at a
small cost.
Memo from Manager to Department Head :

Today at ten to eleven , all staff should meet in the car park.
This will be followed by a total eclipse of the sun which will
appear for two minutes. F or a moderate cost, this will be made
safe with goggles. The CEO will deliver a short speech
beforehand to give up some information. This is not something
this can be seen every day

Memo from Department Head to floor manger:
The CEO will today deliver a short speech to make the sun
disappear for two minutes in the form of an eclipse. This is
something that cannot be seen every day, so staff will meet in
the car park at ten or eleven. This will be safe if you pay
moderate cost.
Memo from Supervisor to staff :

Some staff will go to the car park today to see the CEO
disappear. It is a pity this doesn't happen everyday

WHAT IS LISTENING?
Listening is the absorption of the meanings of
words and sentences by the brain. Listening
leads to the understanding of facts and ideas.

VARIOUS STAGES OF LISTENING
Hearing
Focusing on the message not the person
Comprehending and interpreting
Analyzing and Evaluating
Responding
Remembering

What kind of listener are you?
Active listener The listener participates fully in the
communication process. You listen attentively, provide
feedback, and strive to understand and remember messages.
Passive listener The listener does not actively participate in

interactions. They think they can absorb information even
when they do not contribute to the interaction. They place the
responsibility for successful communication on the speaker.
Impatient listener Short bursts of active listening are

interrupted by noise and other distractions. They intend to pay
attention, but allow their minds to wander.

Listening for fun. Used when listening to
lectures in class.
Ap Cr
Used in social situations like concerts, pr it ica
plays or sporting events. ec Used when listening to
ia l announcements or getting directions.
tiv
Goal is enjoyment and helps a person e Used when you need to remember
to relax.
something important.
Listening to enjoy or appreciate a Listening to comprehend ideas and information in order to

speakers message or performance. achieve a specific purpose or goal.
Kinds of Listening
Listening to understand, participate
Listening to understand, analyze, and
and enhance a relationship.
evaluate messages.
Usually used in interactions between
Used when receiving and evaluating
E
two people or a small group.
Goal is to develop understanding and appreciation of m De persuasive messages.
pa
the meanings & feelings of sender.
t hi lib
c er Use when you must make decisions.
at
You try to put yourself in another
persons place, but not necessarily
iv e
agree with them. It should make you think.

Listening to Understanding
Rules for Good Listening:
Stop Talking
Put the person at ease
Show the person you want to listen
Remove distractions
Empathize
Be Patient
Hold your temper
Go easy on argument and criticism
Ask questions
CO-RELATION BETWEEN LISTENING ANG SPEAKING

WHAT WE R TOUGHT.
Am
oun
t ta
ugh
t

IMPORTANCE OF LISTENING
If we were supposed to talk more than listen, we

would have been given two mouths and one ear.
Mark Twain

Active Listening Behaviors
Avoid interrupting Be empathetic Make eye
the speaker contact
Paraphrase
Dont overtalk Active
Listening
Exhibit affirmative
Avoid distracting head nods and
actions or appropriate
gestures Ask questions facial expressions
TECNIQUE OF ACTIVE LISTENING
SUMMARIZE
SUMMARIZE
PARAPHRASE
PARAPHRASE
Pull
Pulltogether
togetherthe
the
Restate
Restatewhat
whatwas
was main
said mainpoints
pointsof
ofaa
saidin
inyour
yourown
own speaker
speaker
words
words
QUESTION
QUESTION
Challenge
Challengespeaker
speakerto to
think
thinkfurther,
further,clarifying
clarifying
both
bothyour
yourand
andtheir
their
understanding,
understanding,
however
howeversuspend
suspend
judgment
judgment Supreet Juneja Wahee
Effective Communication . . .
It is two way.
It involves active listening.
It reflects the accountability of speaker and
listener.
It utilizes feedback. At La
st
It is free of stress.
It is clear.

Seven Communication Principles
To compose effective message you need to apply certain specific communication
principles.
They tie closely with the basic concepts of the communication process and are
important for both written and oral communications called the
Seven C.
Courtesy
Conciseness
Clarity
Consideration
Correctness
Concretenes
s
Completeness

Reality
1.Completeness
Your business message is "complete" when it contains all
facts the reader or listener needs to react to your desire
outcome.
Remember that communicators differ in their mental

filters; they are influenced by their backgrounds,
viewpoints, needs, attitudes, status, and emotions.
Completeness is necessary for several reasons:

Complete messages are more likely to bring the
desired results without the expense of
additional messages.
Second, they can do a better job of building
goodwill.
Third, they can help avert costly lawsuits that may
result if important information is missing
As you strive for completeness, keep the
following guidelines in mind Completeness
Provide all necessary information.

Answer all questions asked.
Give something extra, when desirable.
Completeness brings the desired response

Bad Example
Hi everyone,
I just wanted to send you all a reminder about the

meeting we're having tomorrow!
See you then,
Chris
This message is not complete, for obvious
reasons. What meeting? When is it? Where?
Chris has left his team without the necessary
information. Supreet Juneja Wahee
Good Example
Hi everyone,
I just wanted to remind you about tomorrow's
meeting on the new telecommuting policies.
The meeting will be at 10:00 a.m. in the
second-level conference room. Please let me
know if you can't attend.
See you then,
Chris
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. Supreet Juneja Wahee
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 Wordy Expression
E.g. Wordy:- at this time.
Instead of at this time you can just use

only a concise word:- NOW ,
Always try to use To the point Approach

in business scenario perspective.

Wordy Concise
Due to the fact Because

Soon
that
Now
In due course
Few
At this time Although
Few in number
In spite of the fact
that
Include only relevant information
Always try to provide only relevant information to the

receiver of the message.
Lets say one of your customer requested
for clients of the company
in reply you should provide simply list of clients at the panel of
your company.
No need to provide detailed business information about client
at all.
Observe the following suggestions to Include only
relevant information.
Stick to the purpose of message
Delete irrelevant words
Avoid long introduction, unnecessary explanation etc.
Get to the important point concisely.
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.
Some ways to eliminate unnecessary
words
Use shorter name after you have mentioned the
long once. e.g.
Spectrum communications Private limited use

spectrum.
Use pronouns or initials E.g.
Instead of world trade organization use WTO or

You can use IT for Information Technology.
( keeping in views that receiver knows about
these terms)
Examples
We are pleased to inform you that the corrected bill that you
have sent us looks better than the previous one
We have received your corrected bill
please refer to the email sent by John and you are expected
to compile the assignment and send it across by today
evening
with reference to Johns mail dated 20th January 2011 ,please

submit your assignments by 5 this evening Supreet Juneja Wahee
For Conciseness
Only relevant facts
No repetitions
No wordy expressions
Proper organization of message

Bad Example
Hi Matt,
I wanted to touch base with you about the email marketing
campaign we kind of sketched out last Thursday. I really think
that our target market is definitely going to want to see the
company's philanthropic efforts. I think that could make a big
impact, and it would stay in their minds longer than a sales
pitch.
For instance, if we talk about the company's efforts to
become sustainable, as well as the charity work we're doing
in local schools, then the people that we want to attract are
going to remember our message longer. The impact will just
be greater.
What do you think?
Jessica Supreet Juneja Wahee
Hi Matt,
Good Example
I wanted to quickly discuss the email marketing campaign
that we analyzed last Thursday. Our target market will want
to know about the company's philanthropic efforts,
especially our goals to become sustainable and help local
schools.
This would make a far greater impact, and it would stay in
their minds longer than a traditional sales pitch.
What do you think?
Jessica

CLARITY

3.Clarity
Clarity means getting your message across so the
receiver will understand what you are trying to convey
The communicator should be clear about 3 points
What is the objective of the communication
What is to be communicated
Which medium will prove to be most suitable for this

purpose
For clarity of expressions
Clarity of thought comes from a careful consideration of objective,
content and medium of communication
Use Simple words
Demonstrate -
Show
Visualize-
See
Use single words for long phrases
All the times-
Always
Despite of the fact
Although Supreet Juneja Wahee
Avoid Double entry
11 am in the morning
11 am
Previous experience-
experience
Use concrete expressions
Goods are soon being dispatched-
Goods will be dispatched on 2nd July
This piece of jewelery is expensive
These beautiful earrings cost only Rs 950

Avoid Ambiguity
Rajiv told Ramesh that he was not being considered for promotion
Please send me urgently two copies of Business English and
Indian Economy
Use short sentences
Avoid Jargon

Familiar Next familiar words
1-after subsequent
2-home domicile
3-for example e.g.
4-pay remuneration
5-invoice statement for payments

Choose precise, concrete and familiar
words.
Construct effective sentences and

paragraphs
Clarity makes comprehension clear

Example
Hi John,
I wanted to write you a quick note about Daniel, who's
working in your department. He's a great asset, and I'd
like to talk to you more about him when you have time.
Best,
Skip
What is this email about? Well, we're not sure.

First, if there are multiple Daniels in John's department, John won't know who
Skip is talking about.
Next, what is Daniel doing, specifically, that's so great? We don't know that
either. It's so vague that John will definitely have to write back for more
information.
Last, what is the purpose of this email? Does Skip simply want to have an idle
chat about Daniel, or
Good Example
Hi John,
I wanted to write you a quick note about Daniel Kedar, who's
working in your department. In recent weeks, he's helped
the IT department through several pressing deadlines on
his own time.
We've got a tough upgrade project due to run over the next
three months, and his knowledge and skills would prove
invaluable. Could we please have his help with this work?
I'd appreciate speaking with you about this. When is it best to
call you to discuss this further?
Best wishes,
Skip
CONSIDERATION

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. Supreet Juneja Wahee
Consideration requires
Focus on You instead of I or We.
We pay eight percent interest on---

Show audience benefit or interest in the receiver.
You may be glad to know that we have a walk-up window open 7-Pam and 2-8 pm everyday
You can take care of your banking needs at our new walk-up window .It is open with a
capable teller to serve you 7-p am and 3-8 pm Monday through Friday
Avoid Gender Bias

The chairmen handled the situation tactfully
Emphasize positive, pleasant facts.
It is impossible to open an account for you today.

When you travel on company expense ,you will not receive approval for first class
When you travel on company expense, your approved fare is for tourist class
Cheap Economical
Complaint Department-Customer service department
Consideration means understanding of human nature. Supreet Juneja Wahee

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.
Following expressions which will are likely to make
your letter pleasant & courteous
You will be glad to know

Many thanks for
Thank you very much for
We sincerely appreciate..
It is with regret that we express our inability
We are glad to know
It is very thoughtful of you to have

correctness

Correctness
Use the right level of language
Formal (Doctoral Thesis ,scholarly articles, legal documents , top-level government

agreements )
The style is usually impersonal and often contains long and involved sentences
Informal (is more characteristics of business writing ,here you use word that are short ,well
known)
Participate-Join Utilize Use
Procure get Interrogate-question
Substandard(Incorrect words, Incorrect grammar ,faulty pronunciation)
Aint- isnt,arent Cant hardly-can hardly
Aim to proving- aim to prove Stoled-stolen

Correctness
Correct use of grammar, spelling and punctuation
GO.SLOW WORK IN PROGRESS

SLOW. WORK IN PROGRESS
Spell correctly the confusing words

Accept-(receive)-except (to omit ,or leave out )
Anxious ( worry)eager (keen desire)
Between( involves 2 people or 2 groups ) among( three or more)
Effect(result) affect (to influence )
Accuracy in stating facts and figures and words
Correctness in message helps in building confidence.

Correctness implies
Give correct facts
Send your message at correct time
Send your message in correct style

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 grows out
respect and concern for others.
Courteous communication generate a special tone in

their writing and speaking.
Be sincerely tactful, thoughtful and
appreciative.
Use expressions that show respect.
Your letter is not clear at all.
Choose nondiscriminatory expressions.

Businessman, Salesman
Courtesy strengthen relations.

How to generate a Courteous
Tone ?
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
You are probably ignorant/unaware

You neglected/overlooked

Tactless, Blunt/More Tactful
The report is useless

This report needs clarity
Your laziness towards work has created all this mishap

A little more focus on work would have been more productive
Your behavior was irresponsible

You will need to behave more professionally
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.
Good example
Hi Jeff,
I wanted to write you a quick note to ask a favor. During
our weekly meetings, your team does an excellent job
of highlighting their progress. But this uses some of
the time available for my team to highlight theirs. I'd
really appreciate it if you could give my team a little
extra time each week to fully cover their progress
reports.
Thanks so much, and please let me know if there's
anything I can do for you!
Best,
Phil
What a difference! This email is courteous and friendly, and it has
little chance of spreading bad feelings around the office.
CONCRETENESS

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.
Concreteness reinforces confidence.

Concreteness
Concrete communication implies being
particular and clear rather than fuzzy and
general. Concreteness strengthens the
confidence. Concrete message has following
features:
It is supported with specific facts and figures.
It makes use of words that are clear and that
build the reputation.
Concrete messages are not misinterpreted.
Concreteness
Use specific facts and figures.
Student GMAT scores are higher
In 1996 the GMAT scores averaged 600; by 1997 they had risen to 610
Avoid words like slightly , small , soon, early, high, several

Choose vivid, image building words.

The camera has a system that gives good pictures.
Concreteness reinforces confidence.

Bad Example
Consider this advertising copy:
The Lunchbox Wizard will save you time every day.
A statement like this probably won't sell many of these products.

There's no passion, no vivid detail, nothing that creates emotion,
and nothing that tells people in the audience why they should
care. This message isn't concrete enough to make a difference.

Good Example
How much time do you spend every day packing your kids'
lunches? No more! Just take a complete Lunchbox Wizard from
your refrigerator each day to give your kids a healthy lunch AND
have more time to play or read with them!
This copy is better because there are vivid images. The audience
can picture spending quality time with their kids and what
parent could argue with that? And mentioning that the product is
stored in the refrigerator explains how the idea is practical. The
message has come alive through these details

Speaking..
A wise man reflects

before he speaks;
a fool speaks, and then
reflects on what he has uttered.
- French Proverb

While Speaking
Take initiative
Be polite
Be pleasant (smile, jokes)
Be clear and concise(tone, accent, emphasis,
pronunciation)
Cite negative opinions honestly,
but in a positive manner.
Seek feedback.
Bloopers in Spoken Communication
"It was a blunder mistake.

"It would have been more better.
"Why don't he get married?
"I want two Xeroxes of this card.
"Your hairs are looking silky today."

Pronunciation Errors
"aw" sound as in OUT, CROWD,
OUR
You can count on me.

Trucks start plowing the snow
before the rush hour.
The cows are at the base of the
mountain.
TECHNOLOGY IN
BUSINESS
COMMUNICATIONS

Everyday business communication
MODES OF
COMMUNICATION
Telephony
Electronic mail
Text Messaging
Instant messaging
Doc/screen sharing
Tele-conferencing
Web-conferencing

Understanding Information Technology
Benefits of Information Technology (IT)

Increased ability to monitor individual and team
performance
Better decision making based on more complete
information
More collaboration and
sharing of information
Greater accessibility
to coworkers
Information Technology
Networked Computer E-mail
Systems Instant messaging (IM)
Linking individual computers Blogs
to create an organizational Wikis
network for communication Voice-mail
and information sharing.
Fax machines
Electronic Data Exchange
(EDI)
Teleconferencing
Videoconferencing
Web conferencing

How IT Affects Organization
Removes the constraints of time and distance
Allows widely dispersed employees to work together.
Provides for the sharing of information
Increases effectiveness and efficiency.
Integrates decision making and work
Provides more complete information and participation for
better decisions.
Creates problems of constant accessibility to employees
Blurs the line between work and personal lives.

Current Communication Issues
Managing Communication in an Internet
World
Legal and security issues
Inappropriate use of company e-mail and instant
messaging
Loss of confidential and proprietary information due to
inadvertent or deliberate dissemination or to hackers.
Lack of personal interaction
Being connected is not the same as face-to-face contact.
Difficulties occur in achieving understanding and
collaboration in virtual environments.
Being connected versus being concerned
Managing Internet gripe sites as a valuable resource for
unique insights into the organization.
Employee complaints (hot-button issues)
Customer complaints
Responding to Internet gripe sites
Recognized them as a valuable source of information.
Post messages that clarify misinformation.
Take action to correct problems noted on the site.
Set up an internal gripe site.
Continue to monitor the public gripe site.
Managing the Organizations Knowledge Resources
Build online information databases that employees can
access.
Create communities of practice for groups of people who
share a concern, share expertise, and interact with each
other.

Networked Computer Systems - linking computers through
compatible hardware and software
e-mail - instantaneous transmission of written messages
instant messaging (IM) - interactive real-time communication

requires groups to be logged on the computer network at the
same time
leaves network open to security breaches
IM software is currently incompatible with important
business applications software
voice-mail - digitizes a spoken message
transmits message over the network
stores the message for later retrieval
Fax - allows transmission of documents containing both text
and graphics over ordinary telephone lines
Electronic data interchange (EDI) - permits the exchange of
Prentice Hall, 2002
standard business transaction documents Supreet Juneja Wahee
Teleconferencing - permits simultaneous conferral using
telephone or e-mail group communications software
videoconferencing - participants can see each other
Intranet - Internet technology that links organizational

employees
Extranet - Internet technology that links an organization with
customers and suppliers
Internet-based voice communication - allows users to talk
with each other
Wireless Capabilities - depends on signals sent through space
without any physical connection
based on microwave signals, satellites, radio waves, or infrared
light rays

Thanking you!!

Unit 1 - Understaning Business Communication

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Business Communication

Concept & Purpose of BC

Supreet Juneja Wahee

Communication Hard work

Listening Leadership Skills

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Senders Information and Meaning Receivers

Written Spoken Electronic Visual

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Problem Solving Business Relationships

Decision Making Promotional Messages

Productivity Images and Brands

Work Flow Audience Response

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You can have brilliant ideas ,but if you

Needs people with good Communication

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Organizing ideas and information

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To Plan your communication:

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The source/sender initiates the process by

The message is the actual physical product of

PRODUCT Speech; Written words; Gestures

Changing ideas into symbols + organizing into a message

An effective communicator ensures that his target

Words, tone and actions that you choose to encode

Keep the target recipient in mind.

Knowledge of Receivers education level ,experience,

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The process of interpreting the message is referred to as decoding

The receivers task is to interpret the senders message ,both verbal

Because words and Non verbal signals have different meaning to

Receivers Vocabulary ,Word Usage

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Anything that disrupts the communication

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Write Supreet Juneja Wahee

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Downward - flows from a manager to subordinates

- Horizontal communication= flows between

Prentice Hall, 2002 Supreet Juneja Wahee

Prentice Hall, 2002 Supreet Juneja Wahee

oral mostly undocumented

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They sense uncertainty

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Intrapersonal Communication within Accurate self-perception

Group Communication between Achieve greater output

Large groups working Provide adequate structure,

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Communication barrier Anything

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Unwillingness to say things differently

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