Chapter NO.

Business Communication Basics

 Communication

Communication may be defined as giving, receiving or

exchanging information, opinions or ideas by writing,
speech or visual means so that the message
communicated is completely understand by
recipient.
 Benefits of Effective Communication

• Stronger decision-making and problem solving

• Upturn in productivity
• Convincing and compelling corporate materials
• Clearer, more streamlined workflow
• Enhanced professional image
• Sound business relationships successful response
ensured
Communication in a Changing Workplace

• Advance technology
• Global communications
• The information age
• Team-based business environments
 Methods of Communication

• Internal communication

• External communication
 Internal Communication
• Oral
– Telephone
– Intercom
– Meeting/Conference
– Presentations
– Messages
– Face-to-face discussion
• Written
– Memo
– Report
– Graphs/charts
– E-mail
– Fax
– Notice
– Intranet
– Form/Questionnaire
– Minutes
– Staff newsletter
 External Communication
• Oral
– Meeting
– Conference/Seminar
– Conversation
– Telephone
– Teleconference
– Videoconference
– Presentation
• Written
– Leaflet/brochure
– Invitation
– Forms/questionnaire
– Press release
– Customer newsletter
– Advertisement
– Notice
– Graph/Chart
– Report
– E-mail
– Fax
– Letter
– internet
 Factors influencing the choosing the
channel of communication
• Cost
• Confidentiality
• Safety and security
• Influence
• Urgency
• Distance
• Time of day
• Resources
• Written record
• Recipient
 Key Stages in Communication Cycle

1. Conceive the message

2. Encode the message Sender

3. Select appropriate channel

4. Decode the message
5. Interpret the message Recipient
6. Feedback
 Barriers to Communication
• Non-verbal signals
• Language
• Listening
• Pre-judgment
• Relationships
• Emotional responses
• Systems
 Flow of Communication
• Vertical communication
• Horizontal communication
• Diagonal communication
• The grapevine
 Intercultural Sensitivities
Culture:
Culture is a shared system of beliefs, attitudes,
values, expectations and norms of behavior.
– Ethnocentrism
 Seven Steps to Effective Communication

• Step 1: What and Why?

• Step 2: Select Channel
• Step 3: Select Encoding technique
• Step 4: Consider barriers
• Step 5: Send message
• Step 6: Check for understanding
• Step 7: Obtain feedback from recipient