Business communication– an

Introduction
Dr. Abhilasha A
 WHAT EMPLOYERS LOOK FOR IN JOB
APPLICANTS
• Communication skills
• Interpersonal and team skills
• Intercultural and international awareness and
sensitivity.
• Data collection, analysis, and decision-making
skills.
• Computer and electronic media skills
• Time and resource management
• Flexibility and adaptability
• Professionalism
 What Employers expect from you
• Possessing digital information fluency
• Organizing ideas and information
• Expressing coherent, persuasive ideas
• Listening actively to others
• Communicating in diverse situations
• Using communication technologies
• Using standard grammar and spelling
• Communicating in a civilized manner
• Practicing ethical communication
• Managing time and resources
 Communication
• Communication is the process of transferring
information and meaning between senders
and receivers, using one or more written, oral,
visual or electronic media.
• The essence of communication is sharing
information, insights, and inspiration in an
exchange that benefits both you and the
people with whom you are communicating.
 The Basic
Communication Model
1 The Sender Has an Idea

2 Sender Encodes Idea as a Message

3 Sender Produces the Message

4 Sender Transmits the Message

 The Basic
Communication Model…
5 Audience Receives Sender’s Message

6 Audience Decodes the Message

7 Audience Responds to the Message

8 Audience Gives Feedback to Sender

 COMMUNICATING IN AN
ORGANIZATIONAL CONTEXT
Upward

Downward Formal Horizontal

Interaction Informal Grapevine

Social Media
Communication and Formal Channels
• Written channels
– Memos, letters
– Annual report
– Company newsletter
– Bulletin board postings
– Orientation manual
Communication and Formal Channels
• Oral channels
– Telephone
– Face-to-face conversation
– Company meetings
– Team meetings
 Communication and Formal Channels
• Electronic channels
– E-mail
– Instant messaging
– Voicemail
– Videoconferencing
– Intranet
 Barriers To communication
• Bypassing
• Differing frames of reference
• Lack of language skills
• Poor listening skills
• Emotional interference
• Physical distractions
 Overcoming Barriers That
Cause Misunderstandings
• Realize that communication is imperfect.
• Adapt the message to the receiver.
• Improve your language and listening skills.
• Question your preconceptions.
• Encourage feedback.
Social Communication Model
 Communicating via Technology
• Advantages
– Time efficiency
– Cost effectiveness
• Disadvantages
– Receiver’s impressions
– Frustration and stress
• Must be used with care to avoid
miscommunication
 Mobile Phone as a Communication
Platform
• Globally, about 80% of internet users access
the web with a mobile device
• Mobile is the primary communication tool for
many business professionals
• Majority of young Indian consumers use
mobile devices exclusively to search online
• Smartphones keep people connected 24/7
 Mobile Technology and Business
Communication Practices
• Challenges of constant connectivity
• Challenges for creating/consuming content
• Multitasking and other distractions
• Pressures on standards of writing
• Sensory and cognitive extensions
• Security and privacy concerns
• Productivity and collaboration
• Assistance with business tasks
• Decision making and problem solving
• Engaging experiences for customers
 E-Mail
• Advantages
– Fast
– Alternative if not comfortable with face to face
– Great equalizer
– Can eliminate gender or racial biases
• Disadvantages
– Can take longer than other methods
– Careful planning and writing skills required
 Guidelines for E-Mail
• Know your company’s e-mail policy
• Create an appropriate e-mail address and
signature
• Use the Subject: line
• Watch your language
• Avoid forwarding junk mail
 Improving Global Business
Communications Skills
• Know When to Be Quiet
• Build Trust from the Heart
• Disagree Agreeably
• Get input in advance of the meeting.
• Communicate with diplomacy.
 Communication challenges
• Intercultural communication
– In a recent survey, nearly 90% of executives said
their companies’ profit, revenue, and market
share would all improve if their international
communication skills could be improved.
– In addition, 50% of these executives said
communication or collaboration breakdowns had
affected major international business efforts in
their companies.
• Ethnocentrism is the tendency to judge all other
groups according to your own group’s standards,
behaviors, and customs.
• Xenophobia, a fear of strangers and foreigners.
• Stereotyping involves ascribing a wide range of
generalized attributes to an individual on the
basis of his or her membership in a particular
culture or social group, without considering the
individual’s unique characteristics.
Improving Intercultural Communication

• Study other cultures and languages

• Respect communication styles
• Speak and write clearly
• Listen carefully to others
• Use interpreters or translators
• Help others adapt to your culture
 Studying Other Cultures

• Social customs
• Clothing and food
• Political patterns
• Religion and social beliefs
• Economics and business
• Ethics, values, and laws
 Speaking with
Multilingual Audiences
• Speak clearly and simply
• Look for feedback
• Rephrase as needed
• Clarify your meaning with examples
• Don’t “talk down” to other person
• Learn common greetings and key phrases
• Listen with care and respect
• Adapt your style to the other person
• Check for comprehension often
• Clarify what will happen next
 Business Etiquette
• Workplace Etiquette
• Table Manners and Meal Etiquette
• Professionalism
• Communication Etiquette
– Phone etiquette
– Email etiquette
– Virtual meetings etiquette
 Contextual Communication
High Context
Indirect and implicit messages
Polycrhonic - like to do multiple things at
the same time
High use of non-verbal communication
Low reliance on written communication
Use intuition and feelings to make decisions Rely on facts and evidence for decisions
Long-term relationships
Relationships are more important than
schedules
Strong distinction between in-group and
out-group
Low Context
Direct, simple and clear messages
Monochronic - like to do just one thing at a
time
Low use of non-verbal communication
High reliance on written communication
Short-term relationships
Schedules are more important than
relationships
Flexible and open
 Social Media vs. Newsletters
• Social media = over hundreds of thousands or
even millions of individuals ( many of whom may
have little or no interest in you)
• Newsletter = smaller, yet much more
motivated, group of consumers, customers or
clients
• Social networking sites (Facebook, Twitter,
Myspace)
• Blogs (Wordpress)
• Video sharing sites (YouTube)
• Photo sharing sites (Instagram)
• Crowdsourcing (Wikipedia)
• User reviews (Amazon,
 Social media writing
Social media content should be:

Relevant, useful, and interesting

Easy to understand and share
Friendly, conversational, and engaging
Action-oriented
 Content Ideas
• News – Is there anything going on internally
worth sharing? Upcoming events? New hires?
Announcements?
• Industry trends/news –What are the current
trends? News posts can be funny, shocking,
serious, entertaining. It makes you look like an
expert.
• Client news – Great way to promote upcoming
client events and campaigns. It lets people know
who you’re working with and for whom.
• Past achievements – what were some of your
greatest accomplishments? Brag about yourself.
 3 E’s
• Entertain: If your post is either funny or
entertaining in some way, it will get shared more.
• Educate: When you educate your audience
about your niche or provide a helpful tip, your
post will perform better.
• Experience: If you provide some type of
experience – you move your audience
emotionally, then your post will get more
comments, likes, and shares.