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Reading Material for Business Communication

• Communication Process

• Organizational Communication

• Basic Writing Principles / 7 Cs

• Business / Bad News Letters

• CV and Cover Letter

Communication Process

Following components are involve in communication process

1. Context
2. Sender (Encoder)
3. Message
4. Medium
5. Receiver (Decoder)
6. Feedback

Context

Every message whether oral or written begins with context. It is a broader term which includes
country culture, organization, internal and external stimuli. Context prompts you for sending /
receiving messages and helps you in designing a successful message. Your education, past
experience, liking, disliking, job status, age and confidence influence the way you communicate
with others. For effective communication, your ability to translate the context of your receiver
is as important as is yours. Receiver context includes his culture, expectations, values, opinions,
mental ability, needs, skills, etc.

Sender (Encoder)

As a sender (encoder) you use symbols that express you message and create the desired
response.

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Message

You must first decide what the main point of your message is and what other information to be
included. It consists of both verbal (spoken and written) and non-verbal symbols

Medium

Your medium depends upon all the contextual factors (already discussed), and the nature of the
message. The choice of the medium depends upon the relationship between the sender and
receiver 1- Inside your organization (Memo, Reports, Meetings etc.)
2- Outside your organization (Letters, Proposals, faxes, ads, discussions, interviews etc.)

Receiver (Decoder)

The message receiver is your reader or listener also known as decoder, as s/he decodes your
encoded message. Receiver is influenced by his context and by his mental filter.

Feedback

Feedback can be a desire action, an oral or written message, or simply a silence. It is the most
important part of communication process.

Organizational Communication

Organizational Communication

1. Downward communication
2. Upward communication
3. Horizontal communication
4. Informal Communication Channels

Downward Communication

1. Implementation of goals, strategies, and objectives

2. Job instructions and rationale
3. Procedures and practices
4. Performance feedback
5. Indoctrination

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Upward Communication

1. Problems and exceptions

2. Suggestions for improvement
3. Performance reports
4. Grievances and disputes
5. Financial and accounting information

Message:

You must first decide what the main point of your message is and what other information to be
included. It consists of both verbal (spoken and written) and non-verbal symbols

Medium:

Your medium depends upon all the contextual factors (already discussed), and the nature of the
message. The choice of the medium depends upon the relationship between the sender and
receiver
1- Inside your organization (Memo, Reports, Meetings etc.)
2- Outside your organization (Letters, Proposals, faxes, ads, discussions, interviews etc.)

Receiver (Decoder):

The message receiver is your reader or listener also known as decoder, as s/he decodes your
encoded message. Receiver is influenced by his context and by his mental filter.

Feedback:

Feedback can be a desire action, an oral or written message, or simply a silence. It is the most
important part of communication process.

Basic Writing / 7Cs

Organizational Communication:

For transmitting effective written or oral messages, Certain principles must be followed. These
principles are advocated by Francis J. Bergin provide guidelines for choice of content and style
of presentation adapted to the purpose of the receiver of the message.
They are also called the seven Cs of communication.

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1. Completeness
2. Conciseness
3. Clarity
4. Correctness
5. Consideration
6. Courtesy
7. Concreteness

Completeness

Every communication must be complete and adequate.Incomplete messages keep the receiver
guessing, create misunderstanding and delay actions. Every person should, therefore, be
provided with all the required facts and figures.
For example, when factory supervisor instructs workers to produce, he must specify the exact
size, shape, quality and cost of the product. Any assumptions behind the messages should also
be clarified. While answering a letter, all the questions raised in the letter must be replied.

Conciseness

In business communication, you should be brief and be able to say whatever you have to say in
fewest possible words without sacrificing the other C qualities.
Conciseness is desired because of the following benefits:
1. A concise message saves time and expense for both sender and receiver.
2. Conciseness contributes to emphasis; by eliminating unnecessary words, you let important
ideas stand out.
3. When combined with a (you-view), concise messages are inherently more interesting to
recipients as they avoid unnecessary information.

Clarity

1. Clarity means getting your message across so the receiver will understand what you are
trying to convey.
2. You want that person to interpret your words with the same meaning you have in mind.
3. Accomplishing that goal is difficult because, as you know, individual experiences are never
identical, and words have different meanings to different persons.
Here are some specific ways to help make your messages clear:
1. Choose short, familiar, conversational words.

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2. Construct effective sentences and paragraphs.

3. Achieve appropriate readability (and listening ability).
4. Include examples, illustrations, and other visual aids, when desirable.

Correctness

1. The term correctness as applied to business messages means right level of language and
accuracy of facts, figures and words.
2. If the information is not correctly conveyed, the sender will lose credibility.
3. Transmission of incorrect information to superiors will vitiate decision making process.
4. Transmission of incorrect information to outsiders will spoil the public image of the firm.
5. To convey correct messages, grammatical errors should also be avoided.
6. You should not transmit any message unless you are absolutely sure of its correctness.

Consideration

1. Consideration means that you prepare every message with the recipient in mind and try to
put yourself in his or her place.
2. Try to visualize your readers (or listeners)—with their desires, problems, circumstances,
emotions, and probable reactions to your request.
3. Then handle the matter from their point of view
4. This thoughtful consideration is also called you-attitude, empathy, the human touch, and
understanding of human nature. (It does not mean, however, that you should overlook the
needs of your organization.)

Courtesy

Courteous messages help to strengthen present business friendships, as well as make new
friends.
> Courtesy stems from sincere you-attitude.
> It is not merely politeness with mechanical insertions of please's and thank-you'd.
To be courteous, considerate communicators should follow these suggestions regarding tone of
the communications.
> Be sincerely tactful, thoughtful, and appreciative.
> Omit expressions that irritate, hurt, or belittle.
> Grant and apologize good-naturedly.

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Concreteness

* Communicating concretely means being specific, definite, and vivid rather than vague and
general.
* The following guidelines should help you compose concrete, convincing messages:
* Use specific facts and figures.
* Put action in your verbs.
* Choose vivid, image-building words.

Business / Bad News Letter

Business Correspondence

1. Business Letter
2. Bad News Letters

Business Letter

• Letter Head
• Date
• Receiver Name, Designation and Address
• Subject
• Salutation
• First Paragraph
one line gape
• Second paragraph
one line gape
• Third paragraph
two line gap
• Complimentary Close
four lines gap
• SignatureSender Name and Designation

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Bad News Letters

The important elements of the good bad news letter.

1. Paragraph : Buffer Statement
2. Paragraph : Details
3. Paragraph : Bad news
4. Paragraph : Friendly Close

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