Business

Communication
An Introduction
Course: Business Communication I

Barnali Chaudhary
Communication Model
 • Speaker
• Has an idea
• Encodes the idea as a message
• Produces the message in a transmittable medium (the form a message
takes)
• Transmits the message through a channel
Communication
• Audience
• Receives the message
• Decodes
• Responds
• Provides feedback (verbal/non-verbal)

• Feedback decoded by speaker

 • Distractions
• External
• Uncomfortable meeting room
• Messages popping on screen
• Internal
• Thoughts and emotions
Barriers/Noise • Multitasking habits

• Competing messages
• Other speakers
• Other versions of the same message

• Filters

• Channel breakdowns
 • Based on shared experience
Decoding • Ease of use

By audience • Expected medium and channel

Decoding

By audience
 Process of sharing information between
Business people within and outside a company in order
Communication to promote an organization’s goals,
objectives, aims and activities to ensure
increased profits.
 Business
Communication
 Business
Communication
7 Cs
 Business
Communication
Aristotle
 • What?
• Credibility
• The reason people should believe what you’re saying

Ethos • How?
• Rank within an organization
• By demonstrating technical expertise in a specific area
• By displaying strong levels of integrity and character
 • What?
• Making an emotional connection
• The reason people believe that what you’re saying will matter to
them
Pathos
• How?
• Giving people your undivided attention
• Taking an active interest in your team members’ career
development
• Being enthusiastic about both the organization’s progress
 • What?
• mode for appealing to others’ sense of reason, ergo the
term logic

• How?
• strategic thinking
Logos • problem solving
• analytical skills

• Assembling facts is not the same as presenting them

clearly

• Facts do not speak for themselves

 Formal
Communication
Network
 Formal
Communication
Network
Flows of Communication in Organisations
Professionalism
 • Provide practical information
• Usefulness of information

• Give facts not vague impressions

• Avoid use of tentative words and phrases

• Concise information
How? • Show respect to people’s time

• Clarify expectations and responsibilities

Professionalism in • Audience specific message drafting
Communication
• Offering compelling, persuasive arguments and
recommendations
• Help audience understand the benefits of responding to messages in
appropriate manner
 • Playing a judge
• Finishing other’s sentences
Barriers/Noise • “Uncle good advice”
• Moralizer
• Being “the talker”
• Company of those who do not let you speak
• Lost focus
 Business
Communication

Mediums and
Channels
 • Web based meetings
• Videoconference
Tools • Mobile Business Apps
• Instant messages
Effective • Crowdsourcing
• Microblogging
communication
• Social Network
 Social
Communication
Model
Informal Communication
 • Ethics
• Accepted principles of conduct within specific social scenarios
• involves systematizing, defending, and recommending
concepts of right and wrong behavior

• Communication efforts are public face of a company

• Ethical Business Communication

Ethical • Avoid plagiarizing
• No omission of essential information
Communication • Not misrepresenting numbers
• Respecting privacy and ensuring information security
• Non distortion of visuals
• Avoid language that attempts to evade responsibility
• Don’t suppress or de-emphasize important& necessary
information
• Distinguish between fact and opinion
 • Have you defined the situation fairly and accurately?
• What is the intention in communicating the message?
Ethical • What impact will the message have on the receiver/s?
• Will the assumptions made, change over time? Ethical
Communication now but unethical later?
• Are you comfortable with your decision? What if the
Points to consider message is broadcasted to larger audience?
 Ethical
Communication

Illustration
 Ethical
Communication

Illustration
 • Doing business involves the collection and retention of the
personal information of customers, clients, patients, and
employees.
Privacy in the
Workplace
• The issue of privacy arises when
• personal information is disclosed, shared, sold, stolen
• in any way commercially or socially used, distributed or exploited
without consent of the individuals whose data is being shared
 • Learn about the local privacy laws and privacy legislation that
apply to you and your organization

Meeting • Identify what constitutes “personal information” in your

Privacy Standards workplace

• Obtain written, verbal, electronic consent for the collection,

use, and disclosure of any of their personal information
 • The Information Technology (Reasonable security practices and
procedures and sensitive personal data or information) Act and
Awareness Rules
of
• The Personal Data Protection Bill, introduced in the Lok Sabha
Indian Privacy
in December 2019
Law
 • Denial
Shift of blame

• Evasion of responsibility
Provocation Accident
Good intention De-feasibility

• Reduction of offensiveness
Image Bolstering Attack the accuser
Restoration Differentiation Compensation

• Corrective action
Strategies Restoration

• Mortification
Admission of guilt
 • Image
• Impressions formed by words and deeds of an
organization
• Customer experience directly and through other
Image Repair people’s experiences
Theory • Is subjective

• The theory
• Use of message strategies to communicate with
affected party/ies
 • Promotional Communication
• Contracts
• Employment Communication
• Intellectual property
Legal • Financial reporting
Communication • Defamation
• Transparency requirements
 • What are the effects of social media on
communication, especially business communication?

For discussion
• Can overuse of social media affect a person’s ability to
receive important business messages?