DR.

LORENZO CERVANTES INSTITUTE

EXECUTIVE ASSISTANT BACHELOR
BUSINESS COMMUNICATION
I PARTIAL
Communication
Dictionary: the imparting or exchanging of information by speaking, writing, or using some
other medium. A process by which information is exchanged between individuals through
a common system of symbols, signs, or behavior
Communication is the sending and receiving of information and can be one-on-one or
between groups of people, and can be face-to-face or through communication devices.
Communication requires a sender, the person who initiates communication, to transfer
their thoughts or encode a message.
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. In other words, it is a transmission and interacting the
facts, ideas, opinion, feeling and attitudes.
It is the ability of mankind to communicate across barriers and beyond boundaries that
has ushered the progress of mankind. It is the ability of fostering speedy and effective
communication around the world that has shrunk the world and made ‘globalization’ a
reality. Communication had a vital role to play in ensuring that people belonging to a
particular country or a culture or linguistic group interact with and relate to people
belonging to other countries or culture or linguistic group. Communication adds meaning
to human life. It helps to build relationship and fosters love and understanding. It enriches
our knowledge of the universe and makes living worthwhile.
Communication may be defined as interchange of thought or information between two or
more persons to bring about mutual understanding and desired action. It is the
information exchange by words or symbols. It is the exchange of facts, ideas and
viewpoints which bring about commonness of interest, purpose and efforts.
American Management Association defines, ‘Communication is any behavior that results
in an exchange of meaning’.
Peter Little defines communication as, ‘Communication is the process by which
information is transmitted between individuals and/or organizations so that an
understanding response result’.
Newman and Summer Jr. state that, ‘Communication is an exchange of facts, ideas,
opinions or emotions by two or more people.
According to Keith Davis, ‘The process of passing the information and understanding from
one person to another. It is essentially a bridge of meaning between the people. By using
the bridge, a person can safely across the river of misunderstanding’.
Louis A. Allen defines, ‘Communication is the sum total of all the things that a person
does, when he wants to create an understanding in the mind of another. It involves a
systematic and continuous process of telling, listening and understanding’.
Therefore, the main purpose of communication is to inform, or to bring around to a
certain point of view or to elicit action
PURPOSE OF COMMUNICATION
1. For instruction: The instructive function unvarying and importantly deals with the
commanding nature. It is more or less of directive nature. Under this, the communicator
transmits with necessary directives and guidance to the next level, so as to enable them to
accomplish his particular tasks. In this, instructions basically flow from top to the lower
level.
2. For integration: It is consolidated function under which integration of activities is
endeavored. The integration function of communication mainly involves to bring about
inter-relationship among the various functions of the business organization. It helps in the
unification of different management functions.
3. For information: The purposes or function of communication in an organization is to
inform the individual or group about the particular task or company policies and
procedures
etc. Top management informs policies to the lower level through the middle level. In turn,
the lower level informs the top level the reaction through the middle level. Information
can flow vertically, horizontally and diagonally across the organization. Becoming informed
or inform others is the main purpose of communication.
4. For evaluation: Examination of activities to form an idea or judgement of the worth of
task is achieved through communication. Communication is a tool to appraise the
individual or team, their contribution to the organization. Evaluating one’s own inputs or
other’s outputs or some ideological scheme demands an adequate and effective
communication process.
5. For direction: Communication is necessary to issue directions by the top management
or manager to the lower level. Employee can perform better when he is directed by his
senior. Directing others may be communicated either orally or in writing. An order may be
common order, request order or implied order.
6. For teaching: The importance of personal safety on the job has been greatly recognized.
A complete communication process is required to teach and educate workers about
personal safety on the jobs. This communication helps the workers to avert accidents, risk
etc. and avoid cost, procedures etc.
7. For influencing: A complete communication process is necessary in influencing others or
being influenced. The individual having potential to influence others can easily persuade
others. It implies the provision of feedback which tells the effect of communication.
8. For image building: A business enterprise cannot isolate from the rest of the society.
There is interrelationship and interdependence between the society and an enterprise
operating in the society. Goodwill and confidence are necessarily created among the
public. It can be done by the communication with the different media, which has to
project the image of the firm in the society. Through an effective external communication
system, an enterprise has to inform the society about its goals, activities, progress and
social responsibility.
9. For employees orientation: When a new employee enter into the organization at that
time he or she will be unknown to the organization programs, policies, culture etc.
Communication helps to make people acquainted with the co-employees, superior and
with the policies, objectives, rules and regulations of the organization.
10. Other: Effective decision-making is possible when required and adequate information
is supplied to the decision-maker. Effective communication helps the process of
decisionmaking. In general, everyone in the organization has to provide with necessary
information so as to enable to discharge tasks effectively and efficiently
Business
Dictionary: a person's regular occupation, profession, or trade. Commercial activity.
The term business refers to an organization or enterprising entity engaged in commercial,
industrial, or professional activities. The purpose of a business is to organize some sort of
economic production of goods or services.
Business Communication
The term business communication is used for all messages that we send and receive for
official purpose like running a business, managing an organization, conducting the formal
affairs of a voluntary organization and so on. Business communication is marked by
formality as against personal and social communication.
The success of any business to a large extent depends on efficient and effective
communication. It takes place among business entities, in market and market places,
within organizations and between various group of employees, owners and employees,
buyers and sellers, service providers and customers, sales persons and prospects and also
between people within the organization and the press persons. All such communication
impacts business. Done with care, such communication can promote
business interests. Otherwise, it will portray the organization in poor light and may
adversely affect the business interest.
Communication is the life blood of any organization and its main purpose is to effect
change to influence action. In any organization the main problem is of maintaining
effective communication process. The management problem generally results in poor
communication. Serious mistakes are made because orders are misunderstood. The basic
problem in communication is that the meaning which is actually understood may not be
what the other intended to send. It must be realized that the speaker and the listener are
two separate individuals having their own limitations and number of things may happen to
distort the message that pass between them. When people within the organization
communicate with each other, it is internal communication.
They do so to work as a team and realize the common goals. It could be official or
unofficial. Modes of internal communication include face-to-face and written
communication. Memos, reports, office order, circular, fax, video conferencing, meeting
etc. are the examples of internal communication.
When people in the organization communicate with anyone outside the organization it is
called external communication. These people may be clients or customers, dealers or
distributors, media, government, general public etc. are the examples of external
communication.
• Communication is the life blood of the business. No business can develop in the absence
of effective communication system.
• Communication is the mortar that holds an organization together, whatever its business
or its size.
• When people within the organization communicate with each other, it is internal
communication and when people in the organization communicate with anyone outside
the organization it is called external communication.
• Ability to work well in teams, to manage your subordinates and your relationship with
seniors, customers and colleagues depend on your communication skill.

COMPONENTS OF COMMUNICATION
THE COMMUNICATION SITUATION The communication situation is said to exist when
• There is a person (sender/transmitter) who wants to pass some information;
• There is another person (receiver) to whom the information is to be passed on;
• The receiver partly or wholly understands the message or information passed on to him;
• The receiver responds to the message or gives feedback.
These four components are essential for communication.
THE COMMUNICATION PROCESS/CYCLE
The transmission of sender’s ideas to the receiver and the receiver’s feedback or reaction
to the sender constitute the communication cycle. The process of communication begins
when one person (the sender) wants to transmit a fact, idea, opinion or other information
to someone else (the receiver). This facts, idea or opinion has meaning to the sender. The
next step is translating or converting the message into a language which reflects the idea.
That is the message must be encoded. The encoding process is influenced by content of
the message, the familiarity of sender and receiver and other situation of factors. After the
message has been encoded, it is transmitted through the appropriate channel or medium.
Common channel in organization includes meetings, reports, memorandums, letters, e-
mail, fax and telephone calls. When the message is received, it is decoded, by the receiver
and gives feedback to the sender as the conformation about the particular message has
been carefully understand or not.
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.
8. Brain drain: On whole process there is a possibility of misunderstandings at any level
and is called brain drain. It may arise on sender side if they do not choose the adequate
medium for delivery of message, by using default channel and it may also arise when
receiver does not properly decode the message. In other words, we can say that it is
breakdown of cycle at any level.
DRAWING (ELEMENTS OF COMMUNICATION)
Exercise–1
1. How do you define communication?
2. What is the role of communication in management of business?
3. What are the different purposes of communication? Briefly explain any five of them.
4. Discuss the different situations when the communication exists.
5. “Communication is an exchange of facts, ideas, opinions and emotions by two or more
persons.” Explain the statement and discuss the role of feedback in communication.
6. “Communication is the two-way process.” Explain.
7. Discuss the elements of communication process.
8. Give three examples of brain drain in communication process.

INTERNAL COMMUNICATION: UPWARD AND DOWNWARD

Upward communication can increase workplace productivity as well as employee
satisfaction. Regardless of your role within an organization, it’s essential to understand
how upward communication affects a company's overall success—at every level. Being
able to communicate within an organization effectively requires employees and upper
management to find new and innovative communication methods they can apply to their
business practices.
What is upward communication?
Upward communication is the process by which lower-level company employees can
directly communicate with upper management to provide feedback, complaints or
suggestions regarding the day-to-day operations of the company. Upward communication
is increasing in popularity among organizations to encourage a participative work culture.
Companies that foster upward communication are better able to make decisions that
positively impact their employees.
Bottom-up vs. top-down communication
Whereas upward communication focuses on lower-level employees disseminating
information to upper management, downward communication focuses on a transfer of
information from upper management down to the employees.
Communicative nature
Upward communication is participative because it encourages lower-level employees to
voice their opinions. In contrast, downward communication is directive in nature as it
allows upper management to instruct employees on particular company matters.
Fundamental purposes
The purpose of upward communication is to allow employees to give feedback or
suggestions to authoritative company figures, whereas the use of downward
communication is to give orders to lower-level employees about their job responsibilities
or company policies.
Advantages of upward communication
Here are some advantages to incorporating upward communication into a business:

 Increases mutual trust

Upward communication can instill a sense of mutual trust between upper management,
lower management and employees. This is because lower-level employees trust that
company officials will consider their suggestions. In contrast, upper management believes
that employees use this direct communication method to be proactive and positive.
Example: Company executives allow employees to give feedback or advice during a
company-wide meeting. They trust that their employees take the opportunity to make
honest suggestions, while employees trust that upper management will use their ideas to
improve the company.

 Improves workplace procedures

Using upward communication creates the opportunity for improvements to workplace
procedures and, consequently, workplace productivity.
Example: An employee notices that a delay in communication between upper and lower
management limits the amount of time they have to complete a marketing campaign for
the company. They suggest a direct email channel where upper management can send
information directly to the marketing team. This action helps increase productivity by 25%.

 Helps managers identify areas for self-improvement

Managers need to strive to improve just as their employees do, making upward
communication a constructive mode for employee-to-employer feedback.
Example: A department manager sends out an email survey to their department to gauge
their strengths and weaknesses as a leader. Results suggest that they have excellent
communication skills. However, they could improve their motivation tactics.

 Makes employees feel valued

Upward communication encourages employees to communicate directly with upper
management. This creates a sense of value in employees since they realize that upper
management cares about their input, especially when they make changes in response to
employee suggestions.
Example: An employee wishes that upper management would make more of an effort to
engage with lower-level staff. They voice their concerns to their direct manager, who then
discusses this issue with company officials. A month later, upper management creates an
email newsletter highlighting how the efforts of lower-level employees contribute to the
organization. The team member who initially voiced their concerns now feels like they
work for a company that values its employees.

 Creates an inclusive environment within an organization

Integrating upward communication practices into a business can help create an inclusive
environment. What this means is that every employee, regardless of their role, feels like
they are an important contributor to the company's success.
For example: Company executives encourage employees to voice their opinions about a
slogan for a new product. They decide to create a slogan-writing contest to use in the
promotional stage, and an employee's slogan wins. This helps employees feel like they are
a part of the decision-making process.
Here are five examples of upward communication:
1. Performance reports
In upward communication, performance reports allow lower-level employees to rate the
performance of their direct managers and other company officials. Performance reports of
upper management could take place at the same time as employee performance reviews
to demonstrate that company officials know they also need to strive to improve, just like
their employees.
2. Focus groups
Focus groups typically comprise company employees accompanied by an HR specialist or
company official. During focus groups, employees can discuss reoccurring issues at the
department level, or company officials could use these sessions to ask employees how
they would feel about a new policy. Officials record these sessions for other executives to
view later on and aid in their decision-making.
3. Employee satisfaction surveys
Companies use employee satisfaction surveys to gauge the degree to which employees
enjoy their daily job duties, workplace culture and the overall company itself. Surveys are a
great example of upward communication because they encourage employees to rate their
personal experience working for the company.
4. Company meetings
Company meetings are an example of upward communication because they encourage
upper management and lower-level employees to interact with one another in person.
These include one-on-one meetings between employees and their direct manager or
company-wide meetings where all employees and executive personnel gather to celebrate
an important milestone or address major changes.
5. Suggestion boxes
Companies can either use an actual suggestion box where employees place written
feedback, complaints or advice for upper management to review, or they can use an online
format. Company officials can create a "suggestion box" email address to which employees
can send their digital feedback, complaints or advice.
DOWNWARD COMMUNICATION
Establishing effective communication systems can create a well-informed and productive
work environment. When major policy changes or important knowledge need to reach
employees at all levels of the company, downward communication is a way to efficiently
transmit the information.
What is downward communication?
Downward communication is the act of relaying important information in a company or
organization from higher levels to lower levels. Businesses often use this type of
communication to clearly define policy reforms, delegate important tasks or inform
employees about certain changes to functions or responsibilities and why they're
occurring.
Most often, this type of communication is one-directional, allowing managers and
executives to relay instructions to employees without inviting a response to the
information. How effective downward communication is, and employees' understanding of
the relayed material, can often directly influence an organization's efficiency and success.
How does downward communication work?
One of the most common forms of downward communication in the workplace is
managers speaking directly with employees. This allows managers to relay the information
and be available to answer any employee questions or clarify certain aspects of the news.
Sometimes, managers are generating the information or directions themselves, and other
times, the instructions might come from senior managers or the company's board of
directors. Businesses and organizations can also use other forms of downward
communication to discuss company changes or directives, including:
Sending emails
Writing newsletters and memos
Highlighting information in manuals or handbooks
Holding staff meetings
Creating policy changes
Using downward communication can provide important benefits for companies, including
better project coordination, improved company morale and increased individual
performance. Creating clear and concise downward communication systems, with little
ambiguity, can help maximize these benefits and help businesses develop and flourish.
Downward communication vs. upward communication
Upward communication is the opposite of downward communication, meaning it's often
the relaying of information in a company or business from lower levels to higher levels.
Here are some of the major differences between downward and upward communication:
Desired goals
The desired goals for each type of communication can differ and change from company to
company. Most often, the goals for downward communication are to transmit important
information from managers to employees without feedback or comment.
Upward communication, however, can vary in its uses. Sometimes, upward communication
comes as questions or concerns about company policies, projects or expectations, and
other times it might be requested feedback from company executives and officials about
business practices or recent changes.
Implementation
Because of the various reasons upward and downward communication are used,
companies and businesses often implement them in different ways. Downward
communication, which comes from executives or managers, often requires unique sources
of transmitting information depending on what's being passed down.
For example, if managers are delegating projects or tasks, one of the most effective ways
to relay that information is through face-to-face discussions, phone calls or emails.
However, if they're trying to communicate major policy reforms, it might be better to
inform employees through memos, newsletters or staff meetings.
Because upward communication often starts as a conversation between employees and
managers, there are often only a few effective ways to transmit information. Those ways
can include face-to-face conversations with managers as well as emails or phone calls to
different executives or company departments.
Effectiveness
The effectiveness of each type of communication often depends on a few factors, including
the type of communication, receptiveness and ambiguity. For downward communication,
it can be important for managers and executives to use the best style of transmitting
information, make sure the material is understandable and make time for employee
clarifications or questions. This can help to ensure that employees hear and accept the
directions or company changes effectively.
For upward communication, it's possible that some managers or executives might prefer
certain types of communication over others. For example, some managers may prefer an
email over a face-to-face conversation so they can refer back to it when necessary. It can
also be important to be direct and unambiguous with your feedback or concerns to help
managers and executives completely understand any company challenges and how to fix
them.
Benefits
The benefits of both downward and upward communication are relatively similar,
including increased employee satisfaction, clarification on company roles and improved
productivity. However, effectively achieving these benefits can sometimes require the
combined use of downward and upward communication. When businesses and
organizations use downward communication, it can be beneficial for them to encourage
upward communication and feedback in response.
This can allow employees to feel heard by the company and can help executives
understand any company problems they can address to help the business develop and
improve. It can also help employees feel engaged in the company's development and
ensure that any major business transitions occur seamlessly.
How to effectively use downward communication
Here is a list of steps to help you effectively use downward communication:
1. Understand the information thoroughly
Whether you're creating the changes or information yourself, or you're relaying it from
executives and the board of directors, it's important to fully understand the information
before transmitting it to employees. If the executives are the ones deciding, it can be
helpful to ask clarification questions you think employees may ask you.
It can also be helpful to write what you're planning to say or send to employees and ask
other managers or executives to read through the information to make sure nothing is
missing or overlooked.
2. Know the best type of communication
Different types of news or instructions can sometimes require unique styles of
communication. When deciding which type of communication is best, it can be helpful to
examine the information's complexity. If the company or organization is making crucial, in-
depth policy changes, it can be helpful to create a written document or include the
information in an updated employee handbook. This can allow individuals to reference the
new policies if they ever need a reminder or helpful clarification.
If you need to delegate important tasks or add to an employee's responsibilities, it might
be easier to inform them through written communication, such as an email, or discuss it
face-to-face. This can allow them to ask questions, which can help clarify the instructions
and create a form of open communication.
3. Be honest
Being honest about the difficulty or complexity of company changes or instructions can
help employees feel a sense of camaraderie and dedication to the business's
development. When using downward communication, it can be helpful to list the major
challenges or problems that are present with the news, how employees can work to
overcome them and how you can help with the transition.
For example, if two departments are being merged and employees are gaining additional
responsibilities, it can be helpful to mention how you know the situation is challenging,
but also explain how individual objectives are being altered until the transition is
complete, and how you're making yourself available for questions and feedback.
4. Set aside time for clarification and questions
Creating time for clarification and questions can help employees feel heard and allow
them to fully understand the major information you've shared with them. For example, if
using face-to-face conversations or staff meetings, consider setting aside time directly
afterward for questions.
If no one has questions right away, it might be beneficial to check in with individuals at a
later time to see if questions have presented themselves. If sending out a memo or
newsletter, it can be helpful to create office hours where employees can come to you with
inquiries about the information or changes.
VERTICAL COMMUNICATION
Vertical communication is sharing information hierarchically — from top to bottom or
bottom to top. We’re probably all most familiar with this type of communication: Senior
management sharing information like budgets, objectives, feedback, and goals with middle
managers, who then share this with their teams. Decisions are made at the top, then the
results and outcomes are filtered down.
When information flows the other way, a team works together on a project, then reports
back to the manager, sharing progress, difficulties, and improvements. The manager
passes this information on to the people at the top. They then use this to make decisions,
and the information filters back down again.
Advantages of vertical communication

 Communication channels are well-defined and strong

 It helps establish authority and accountability
 Decisions are often reached faster because there’s less discussion involved
 Employees know who to contact to discuss grievances
 Disadvantages of vertical communication
 Employees can feel disempowered and be reluctant to speak up
 Lower-level employees may feel neglected
 A select few gatekeeping information damages transparency
 Creative ideas may go unspoken or not reach decision-makers
 There may be delays between something happening and it reaching the right
person
 Messages may become distorted as they filter through the layers
An organization uses various communication techniques, including face-to-face meetings,
phone calls, text messages, and other conventional forms of writing. There are several
forms of corporate communication to take into account, which might change your tone or
substance.
Internal business communication
Internal business communication refers to communication between members of an
organization. Both formal and informal communication are included in this conversation.
Internal communication also includes many departments that communicate with
employees through various channels. Internal communication should be effective since it
is an important means of viewing and representing organizational concerns.
Effective internal business communication can boost employee job satisfaction,
productivity, and efficiency while minimizing grievances and boosting revenues.
Lateral business communication
The importance of business communication between co-workers, whether verbal or
written, is referred to as lateral or horizontal communication. This can involve inter-
departmental communication or communication across departments, as well as
communication between persons of the same or similar status within a corporation. This
communication is essential to accomplish intended objectives.
As a result, this communication occurs among personnel with equivalent hierarchy levels.
Horizontal or lateral communication is essential for seeking cooperation and mutual
support to achieve the functional effectiveness of distinct organizational units.
External business communication
External business communication refers to interactions with people outside of the
organization. These people can be clients, stockholders, suppliers, partners, regulatory
organizations, etc. Email, ads, brochures, newsletters, content marketing, and other forms
of external communication are common. External communication aims to facilitate
communication among various organizations or entities.
Roles of business communication
The effectiveness of corporate communications affects a company’s ability to succeed.
Communication is considered the lifeblood of business because of this. Here’s how
important effective communication is:
Top to bottom
Top-to-bottom communication is an organizational communication approach in which
information flows from senior management.
When major business choices are taken at the highest levels, businesses require an
efficient method of communicating the decision throughout the organization. As a result,
many firms adopt top-to-bottom communication to guarantee that information flows
freely from senior management to IC-level personnel.
When done correctly, top-to-bottom communication can be incredibly effective. At its
best, it may break down silos and give team members the confidence they need to
succeed in the organization. At worst, it can hinder production and push staff to conform
to an excessively hierarchical organization.
Peer to peer
A lot of our daily work depends on having a good connection with our co-workers. Yes,
having a good relationship with your boss is crucial, but some of us may go days without
speaking to them.
Being able to successfully interact with our colleagues assists us in getting our duties done
by answering questions, exchanging information, and providing feedback. Not to mention
that excellent communication can increase workplace fun and vitality.
Bottom to top
It is an organizational communication strategy in which information is disseminated
throughout the corporation from lower-level managers and team members. While bottom-
up communication is not as prevalent as top-down communication, it can be incredibly
effective.
It not only allows employees to contribute to higher-level decision-making, but also allows
them to give feedback and have confidence that it will be forwarded to senior
management.
METHODS OF BUSINESS COMMUNICATION
Communication is key. When done right, it improves morale, efficiency and working
relationships.
Communication covers everything from instructing work or changing policies, to
employees requesting annual leave and even how they talk to one another. It also covers
how you talk to customers, but for this guide we’ll be covering internal methods of
communication in business.
It’s important to have clear methods of communication within your business. They make
sure everyone knows the correct process and nothing gets missed along the way.
In this guide we’ll describe the different methods of communication in a business
environment and when you might use each one in your workplace.
Types of business communication methods
There’s a lot of different ways to communicate information at work. And the methods of
communication that businesses use won’t be right in every scenario.
You need to define the best approach for all the common requests in your workplace.
Business methods of communication can be broken down into different categories. They
are:
 Electronic communication.
 Non-electronic communication.
 Written communication.
 Verbal communication.
There is some crossover with these terms, as written communication will be either
electronic or non-electronic.
Electronic methods of communication in a business organization
Almost all businesses use electronic communication these days. It’s become vital to the
everyday management of workforces all over the world. And enabled many businesses
to work from home throughout the coronavirus pandemic.
 There are many different types of electronic communication. They include:
 Email.
 Text messaging.
 Voice and video calls.
 Employee intranet and HR software.
These methods of communication can be used for a range of different purposes. But not
all of them are suitable all the time.
For example, you wouldn’t text an employee about sensitive issues, such as redundancies
or grievances. Many employment issues have a specific process you must follow which can
include written agreements or face-to-face meetings.
A good rule to follow is to:
 Use emails and texts to discuss everyday work.
 Share important documents via email.
 Set voice or video calls where a face-to-face meeting isn’t possible.
 Add non-essential company-wide updates to your employee intranet.
You can also use software for people management. BrightHR lets you manage loads of HR
essentials, such as, annual leave requests, sick leave and staff rotas.
Non-electronic methods of communication in business
Non-electronic business communication includes face-to-face meetings, and physical
copies of documents. Such as reports, payslips, and invoices.
Many businesses have moved to a paperless system in recent years. Going paperless is
better for the environment, space-saving and, with cloud-based systems, means you can
access your documents from anywhere.
However, there are some documents that require a physical non-electronic copy. You may
need to submit physical paperwork to the government as part of your tax and
employment records.
Methods of written communication in business
As mentioned above, you can have written forms of communication in both electronic and
non-electronic formats.
Written communication is any message that uses the written word, such as emails, letters,
and contracts.
Using methods of written communication can keep your business safe and compliant with
employment law.
Written communication can save time, money and create a record of what was said and
done. Keeping these records can help to prevent unfair dismissal claims.
You should have written copies of all your workplace policies, and employment contracts
for staff.
Methods of verbal communication in business
There are many forms of verbal methods of communication used in business. Including:
 Meetings and job interviews.
 Presentations and some training.
 Conversations between employees.
Any form if spoken word counts as verbal communication. These business methods of
communication are typically used for less formal matters.
This is because you should keep written correspondence for anything that could have a
significant impact on the way your business operates.
Despite that, there are times where a face-to-face meeting is required. It’s a legal
requirement to hold a consultation meeting with employees when deciding on
redundancies.
There’s a strict redundancy processes you must follow which involves both written and
verbal communication.
BUSINESS COMMUNICATION SKILLS AND TECHNIQUES
No matter the industry you work in, practical business communication skills are essential
for supporting your career development. Clear communication can affect your interactions
with others and help you make an impact in the workplace. Additionally, developing your
business communication techniques is advantageous for advancing in your job.
What are business communication skills?
Business communication skills include traits that help professionals convey information in
the workplace. These skills encompass primary forms of communication, like active
listening, and communication techniques necessary to build professional relationships, like
negotiation and networking skills. Communication skills in business are essential for
supporting team collaboration, giving and receiving clear feedback and encouraging
creativity. Using your business communication skills effectively can show your employer
how you interact with others, initiate activities and achieve results.
Examples of business communication skills
Business communication skills can encompass hard and soft skills that help professionals
succeed in the workplace. The following examples include skills that are important for
effective communication in business:
Collaboration skills
Effective collaboration is necessary for working with colleagues and supporting the
achievement of your organization's goals. This aspect of your business communication
skills requires asking questions during team meetings, considering others' ideas and
perspectives and encouraging your team's contributions. With strong collaboration skills,
professionals can develop successful strategies that help their organizations achieve
desired results.
Negotiation skills
Negotiation skills are important for evaluating alternative solutions, building rapport with
other professionals and seeking compromise. Business professionals rely on negotiation
skills for many activities, including making sales transactions, acquiring new partners and
seeking investors. Likewise, employees and employers may also rely on practical
negotiation skills to establish salary and pay.
Diplomacy skills
Diplomacy is a skill set that can enhance how professionals build relationships with
colleagues, supervisors, clients and other professionals. Diplomacy requires tact and
understanding of how to navigate stressful situations and challenges through
communication. Additionally, your diplomacy skills can support your persuasiveness and
assertiveness during negotiations, collaborative projects and other activities.
Written communication
Written communication is a primary form of communication that is necessary no matter
your career field. Communicating information in writing, drafting reports, sending
messages and reviewing written documents are everyday business tasks that rely on
strong writing skills. Writing skills also include reviewing writing for errors and determining
revisions that can enhance written materials.
Presentation skills
Another essential skill set for effective business communication is developing and
delivering engaging presentations to diverse audiences. Presentation skills help
professionals organize the structure of a display, design the delivery method and
communicate information to teammates, business executives and other professionals.
Another important aspect of your presentation skills is conveying information using
various techniques to engage with an audience, including oral speaking, visual
representations and nonverbal interactions.
Public speaking skills
Speaking in front of various audiences sometimes requires multiple job roles. Preparing a
speech and engaging an audience can help businesses address network professionals,
potential investors and communities. Public speaking also requires connecting with an
audience through telling a story, providing relevant information and creating awareness
about trending topics.
Active listening
Active listening includes various traits that help professionals improve understanding and
foster supportive work relationships. Professionals who ask questions, seek mutual
understanding and consider others' thoughts and ideas often succeed at building
advantageous professional networks. Additionally, active listening skills require attention
to detail to avoid miscommunications and recall specific details during conversations,
meetings and other office interactions.
Feedback and input
Effective business communication relies on regular feedback and input. Constructive
feedback encourages reflective thinking and improvement. Successful professionals apply
feedback from their superiors to improve performance and achieve objectives. Similarly,
it's important to provide input and advice in the workplace to share ideas and inspire
others.
Delegation skills
Managers and leaders in the workplace rely on delegation skills to organize, direct and
oversee projects and tasks. Efficient delegation depends on your ability to designate and
manage the workflow of important projects among your team members. Establishing
expectations and providing support and resources are aspects of your delegation skills that
are important for business communication.
Nonverbal communication
Nonverbal communication skills refer to your ability to understand what others are
conveying through their body language. Eye contact, posture and even an individual's
stance can help you know what someone is feeling. Nonverbal communication is also
beneficial for interacting appropriately in different situations, such as maintaining
professionalism during company meetings.
Conflict resolution
Working through challenges with others and finding creative solutions to solve problems in
the workplace are crucial for solid business communication skills. Successful conflict-
resolution skills help professionals discuss alternative approaches, evaluate strategies and
make compromises to ensure positive outcomes in stressful situations.
Decision-making skills
Analyzing factors that influence outcomes and evaluating alternative approaches to
various actions require solid decision-making skills. As you advance in your career, you may
take on important tasks that require you to consider difficult choices, assess your
strategies for meeting objectives and make meaningful decisions that support your
organization's growth and development.
How to improve business communication skills
Consider the following approaches to improve your business communication skills:
1. Learn to listen actively
Develop your active listening skills and ensure you understand the information you receive
from others in the workplace. For instance, avoid miscommunications by clarifying things
you don't understand immediately. During meetings or team collaborations, encourage
others to give input, ask questions, listen to other ideas and take notes to keep track of key
topics.
2. Use collaboration tools
Take advantage of digital resources that can help you stay in touch with coworkers, team
leaders and other staff members. For instance, online communication platforms allow you
to collaborate effectively with your team while avoiding interruptions. These resources can
help you communicate quickly and clearly with others and streamline communications
throughout the workplace.
3. Improve your writing skills
Practice your writing skills and how you communicate information in writing. Several
excellent approaches to developing your writing skills include note-taking during team
collaborations, organizing project materials and writing instructional resources. Learn
when it's necessary to maintain professionalism in your writing and when you can use
more informal language to convey your messages.
4. Motivate others in the workplace
Use positive communication techniques to help motivate your team. Connect with others
in the workplace through mutual interests, collaborative efforts and encouraging creativity.
Open communication fosters community and trust, both critical aspects of creating a
positive work environment.
5. Ask for feedback
Get feedback from your coworkers and supervisors about your business communication.
For example, apply suggestions to strengthen areas like public speaking, delegation and
giving presentations as you develop on the job. Additionally, observe effective business
communicators at work to gain insight into how to enhance different aspects of your skills
that you feel need improvement.
Business communication skills in the workplace
Consider the following tips to demonstrate your business communication skills at work
and impact others positively:
Be tactful when taking on challenges and new tasks. Ask questions and be open-minded
about feedback from others.
Offer to organize and deliver upcoming presentations to practice your speaking skills and
ability to engage professional audiences.
Take part in business negotiations and provide input when necessary and relevant. Help
colleagues analyze alternative outcomes, weigh strategies and build rapport with others.
Clarify information when delegating project tasks by providing clear direction, setting
distinct objectives and encouraging open communication should team members have
questions about their responsibilities.
Practice your nonverbal communication techniques such as maintaining eye contact during
conversations, nodding when you agree with others and acknowledging others' ideas.
Offer to mentor new employees and support them through constructive and applicable
feedback. Mentoring is an excellent way to demonstrate your leadership and business
communication skills.
How to highlight business communication skills
During the job search, there are several ways you can highlight your business
communication skills, including:
Business communication skills on your resume
Showcase your business communication skills in a section of your resume where
employers can see them immediately. In your work experience section, provide specific
examples of how you applied different business communication skills to achieve a
successful outcome. Describing how your skills contributed to your past role can help
employers understand how you perform on the job.
Business communication skills in your cover letter
Reiterate how your business communication skills can help the employer reach a goal or
desired result. Connect your values with your skills to show employers you're motivated to
contribute to their organization. It's also important to give details about how you plan to
use your business communication techniques to succeed in your role.
Business communication skills for the job interview
In a job interview, you can highlight your business communication skills by discussing
examples of how you interacted with colleagues and supervisors in past roles. Give details
about your hard skills, including writing and presenting, to show the interviewer how you
can apply those skills in the position you're interested in.
Effective business communication techniques
To communicate effectively, you need to be good at active listening, message delivery and
asking for feedback. These are some of our favorite techniques for taking communication
skills to the next level.
Adapt the message to your audience
One of the first things you should do for effective communication is learn how to adapt
your communication (style and messaging) for different audiences. If you’re talking to your
safety team about a new policy, they’re probably already aware of the problem, so you can
get deeper in the weeds of execution details. But when you roll out the same policy to
frontline employees, adjust your message. Most likely, you’ll take a broader approach.
Explain the purpose of the policy and how it should be physically carried out in their day to
day.

The same is true for any situation. You would address a group of kindergartners, tech
entrepreneurs, cattle farmers and fitness professionals differently based on the topic, what
you’re trying to convey and where the discussion is taking place.
Prepare for the message delivery
How are you standing? Is your body language open and inviting? Are you making lots of
eye contact or looking at a screen?
Before any communication, whether it’s a one-on-one meeting or major speech, prepare
yourself. You might spend a few minutes taking deep breaths before a presentation or
review a meeting agenda before a huddle.
Be authentic as you communicate
According to a post from Quantified Communications, authentic leaders are 50% more
passionate, with messages that are 29% clearer. They exude warmth and openness. When
talking to colleagues and subordinates, they have a sense of immediacy and are fully
present in the conversation.
People also want to work more with authentic leaders and communicators. Being
trustworthy and reliable ultimately makes your job easier because people will want to
collaborate with you.
Be enthusiastic and engaged when speaking
People are more receptive to positive stimuli. Smiling and showing your enthusiasm are
top strategies for better communication. By using these techniques, you make people
more likely to listen to you and buy into what you’re saying.
Manage nonverbal signals to control the message
According to body language researcher Albert Mehrabian, 55% of communication is
nonverbal and 38% is vocal, while only 7% consists of spoken words.
This means it’s incredibly important to manage your nonverbal signals. If you’re constantly
glancing at the clock with your feet pointed toward the door, your audience will think you
aren’t interested in the conversation. For better communication, your nonverbal signals
and spoken words must be in sync.
Practice active listening when people respond to you
Active listening isn’t just hearing what someone says. It involves showing your engagement
with the discussion by asking questions and caring about what they say. By being an active
listener, you demonstrate your interest in the other person’s message and build a stronger
relationship with them. It also helps you remember details from the conversation.
You know those people who never forget a name? They’re probably active listeners. One
tactic is repeating the person’s name back to them during an introduction. But you can
also do this on projects by repeating directions or rephrasing what someone has said to
make sure you fully understand. Nodding, making eye contact and leaning forward also
show you’re engaged.
Ask for feedback from team members
One of the most effective and efficient ways to improve your communication is to ask for
feedback. After all, most of us learn and grow through change.
Start by creating a process for giving feedback. This could be a brief, post-meeting survey
or an in-person discussion. Also, implement an open-door policy so employees feel like
they can approach you with any of their problems.
Probe for understanding to confirm you’re being heard
Asking questions shows the speaker how engaged you are in the conversation. It also gives
you more information and a natural opportunity to practice active listening.
Handle conflicts respectfully
You won’t always agree with your team members, bosses and subordinates. Even if you
won’t see eye to eye on everything, you do need to communicate in a respectful way if you
want to keep your working relationship going. As a general rule, never say anything in
anger you would want to take back once you calm down.