Communication in

Business
UNIT 1-INTRODUCTION
Content Covered

 Definition of Communication
 Importance of Communication
 Functions of communication
Meaning Of Communication
 https://www.youtube.com/watch?v=D-YHC8b6Hjk
Characteristics of communication
 Communication involves at least two persons
 Communication is a two way process
 Purpose of communication
 Form of communication
 Scope of communication
 Communication is a dynamic process
 Communication is much more than words
 Communication is a goal oriented process
 Communication is conversational
 Communication is an interdisciplinary science
Objectives of communication

 To inform
 To advise and counsel
 To issue orders and instructions
 To educate and train- management, new & existing employees and public
 To motivate
 To raise morale
 To persuade
 To warn
 Means of communication

Non-Verbal
Verbal

Kinesics
Oral

Paralanguage

Written
Proxemics
Gestures, body movements etc.,
Paralanguage

 https://www.bing.com/videos/search?q=paralanguage+example&&view=deta
il&mid=4E7A2E9BAC672AC3F8DE4E7A2E9BAC672AC3F8DE&&FORM=VRDGAR
 Proxemics is the study of human use of space and the effects that population
density has on behaviour, communication, and social interaction.
Communication Process
Principles of Communication/Essentials of Effective Communication

https://www.youtube.com/watch?v=dBT6u0FyKnc

 Courtesy/Consideration
 Clarity
 Completeness
 Conciseness
 Correctness
 Concreteness
 Credibility
Courtesy/Consideration

Phrases to Avoid Phrases to Use

It’s company policy In this situation, I would

Can you hold for a If it’s OK with you, I’m just going to put
moment? you on hold while I get your details

Thank you for your time I’m glad that I was able to help [Customer
today Name], is there anything else I can help
you with?

If you check our website I’ll send you a link to a useful web page,
and I can take you through it as well

I don’t know Let me find out for you

Clarity

 Avoid technical jargons

 Choose simple language
 Avoid phrases- Conclude “instead” come to conclusion
 Avoid lengthy sentences
 Correct punctuation
Conciseness

 Not too much nor too little

 Message should be brief
 Avoid repetition
 Only relevant information

 Example:

Wordy: In most of the cases it has been seen that the date of policy lapses
Concise: Usually, the date of policy lapses
Correctness

 Format
 Grammar- as/has, their/there, where/were
 Punctuation
 Spelling
Concreteness

 Specific, definite and vivid communication

 Examples:
 There is a substantial increase in sales
Sales have risen by 70%
 It would be delivered some time in the next week
 It would be delivered by 19th January 2011
Credibility

 Accepts statement from sender without doubt

 Can be achieved through constant interaction
CLASSIFICATION OF COMMUNICATION
Basis of Channels
Different networks provided under formal communication
Different networks provided under informal/Grapevine communication
Mechanical
MECHANICAL BARRIERS

 Weak earphone
 Faulty telephone lines
 Computer system breakdown
 Poor printing quality
 Signal disturbances
Semantic Barriers
• The helicopter view - An overview of a job or a project
• Get our ducks in a row - Order and organize everything efficiently and effectively
• Drink our own champagne - A term meaning that a business will use the same product
that they sell to their customers. The champagne is an indicator a good product.
Emotional/Psychological Barriers
Organizational Barriers
Overcoming Communication Barriers

 Eliminating differences in perception: Recruiting right individuals on

the job. Command over the written and spoken language.

 Use of Simple Language: Simple and clear words should be

emphasized. Ambiguous words and jargons should be avoided.

 Reduction and elimination of noise levels: It is essential to identify

the source of noise and then eliminate that source.
 https://www.news18.com/news/buzz/floccinaucinihilipilification-learn-how-
to-pronounce-the-new-word-with-shashi-tharoor-himself-1905367.html
 Active Listening: Hearing with proper understanding of the message.
Ask questions (Communicator & Listener)

 Emotional State: Do not show emotions while communication as the

receiver might misinterpret the message being delivered

 Simple Organizational Structure: Hierarchical levels should be

optimum. Simpler the organizational structure, more effective will be
the communication.
 Avoid Information Overload: Prioritize work. Spend quality time with
their subordinates and should listen to their problems and feedbacks
actively.

 Give Constructive Feedback: The contents of the feedback might be

negative, but it should be delivered constructively. Constructive
feedback will lead to effective communication between the superior
and subordinate.

 Proper Media Selection: Simple messages- face to face interaction or

meetings.
Complex message- written means of communication
Significant messages- reminders can be given by using written means
of communication such as : Memos, Notices etc.
 Use correct medium
 Email
 Telephone
 Video conferencing
 Instant messaging-skype, hangouts
 Team collaboration-slack, team viewer
 Social media
 Impromptu in-person meeting
 Preplanned in-person meeting
 Don’t forget the power of Face-to-Face conversation
 Keep it professional while being personable
 Friendly eye contact
 Try responding to emails within 24hours. Automated reply when on vacation
 If messaging, ask if it’s a good time
 Active listening
 Body language in sync with the conversation
References

 Business Communication by Sangeeta Magan

 Business Communication by M K Sehgal
 Online sources
UNIT 2- EFFECTIVE LISTENING
Meaning of Listening
The power of listening

https://www.youtube.com/watch?v=saXfavo1OQo
https://www.youtube.com/watch?v=62v6Vuk4tYk
DIFFERENCE BETWEEN HEARING AND
LISTENING
QUALITIES OF GOOD LISTENER
EMPATHIZE
 UNIT-3
EFFECTIVE SPEAKING
Know your audience

 Age
 Interest
 Learning styles
 Previous Attainments
 Social Context
Message
Non Verbal Communication
Dress Formally
Maintain Eye Contact
Facial Expression
Appropriate Gestures
Avoid closed communication
Right body postures
Respect Zone
 https://www.gamesforgroups.com/communicationgames
GROUP DISCUSSION
Process of GD

1. BEGINNING THE DISCUSSION

 Allow everyone to introduce themselves

 Establish ground rules

 Explain the topic

 Ask open ended questions to begin

2. FACILITATING AN OPEN CONVERSATION

 Push towards new ideas when necessary

 Ask participants follow up questions
 Encourage everyone to participate
 Move the discussion forward as needed
 Wrap up the discussion
3. HANDLING PROBLEMS

 Avoid letting one person or a group of people dominate

 Deal with participants who talk too much

 Smooth over conflict

 Help shy participants share their opinions

As a participant

 Read voraciously
 Initiate the discussion
 Speak politely and pleasantly
 Be precise
 Acquire and apply knowledge
 Agree with the right
 Speak confidently
 Use positive body language
 Be a team player
 Moderate
Evaluation of Group Discussion
1. Initiative

 It is the ability to impart directional inputs and provide a flowchart for the
subsequent discussion.

 The three ‘C’ approach helps in taking the right initiative – Clarity, Content
and Confidence

 Initiative is not just limited to being the first speaker in the discussion; even a
speaker who participates later in the discussion may be high on initiative. It
merely depends on your ability to add something new and relevant to the
discussion.
2. Contribution
 Approach: Action/ Reaction. You may contribute in two ways- either initiate
an action or react to someone’s action.
 Role: Either leader/fountain head/Piggy Rider
 Nature of Contribution: Positive/Negative
3. Communication
 Verbal: Fluency, Articulation, Modulation
 Non Verbal: Energy, postures, eye contact, Gesticulation
4. Persuasion: It is important to persuade other participants, more so in
controversial topics. A persuasive speaker is more probable to lead the discussion

5. Group Dynamics:
Striking a balance between individual excellence and group performance
Establishing positive relationships with participants is a great advantage in
connecting with the team.
Ensuring a logical progression of the discussion is another effort towards positive
group dynamics
TYPES OF INTERVIEW
 Word Association
 Cloud Picture Test
 Sentence Completion Test
 Story Completion Test
6.Informal or conversational interview: In the conversational
interview, no predetermined questions are asked, in order to remain as
open and adaptable a possible to the interviewee’s nature and
priorities; during the interview, the interviewer goes with the flow.

7.General interview: The guided approach is intended to ensure that

the same general areas of information are collected from each
interviewee this provides more focus than the conversational approach
but still allows a degree of freedom and adaptability in getting the
information from the interviewee.
8.Standardized or open-ended interview: Here the same open-
ended questions are asked to all interviewees; this approach
facilitates faster interviews faster interviews that can be more easily
analyzed and compared.

9. Closed or fixed-response interview: This is a interview where

interviewers ask the same questions and interviewee is asked to
choose answers from the same set of alternatives. This format is
useful for those who have not practiced in interviewing.
WAYS TO MAKE POWERPOINT EFFECTIVE
 Create a Script
 Less is More
 Beware of fancy fonts
 Get rid of clutter
 Be consistent with backgrounds
 Don’t use too many images
 Don’t be afraid of contrast
 Dress the part
 Turn your screensaver off
 Create a Hook
 Ask lots of questions
 Use an intermission
 Animate yourself
 Duplicate your final slide
UNIT 4-  EFFECTIVE WRITING
Business Letter
Business Letter-Parts