Business Communication

Syllabus
Principles of Effective Writing 2
Business Correspondence  
 Memoranda 1
 Agenda and Minutes of Meeting 2
 Business Proposals 3
 Claims and responses to claims 3
 CVs and Applications 3
Report Writing 4
Presentation Skills 7
Telephone and E mail Etiquette 2
Cross-Cultural Communication 2
Counselor’s Interaction 1
Total 30
REFERENCE BOOK AUTHOR/PUBLICATION
Presentation and Reading
Skills IBS Publication
Business Vocabulary IBS Publication
Business CorrespondenceIBS Publication
Report Writing IBS Publication
Raymond Lesikar and John Pettit –
Business Communication Irwin/ AITBS Books, Delhi
Courtland L. Bovee, John V. Thill
Business Communication and Barbara E. Schatzman –
Today Pearson Education Asia.
Professional Aruna Koneru – Tata McGraw-Hill
Communication Publishing Company Ltd., New Delhi
Business Vocabulary in Bill Mascull – Cambridge University
Use Press
 What is Communication?

Communication is transferring information

and understanding from one to one or one
to many. It could take place in a verbal or a
written mode and could use forms such as
##
face-to-face meetings, group discussions, e-
mail writing, and even non verbal modes
like gestures, body language, etc.
 What is Communication process?

Message Message
CHANNEL DECODING Message

SENDER RECEIVER

FEEDBACK
What is Business Communication?
Business Communication is any
communication that involves
communicating for business / official
purpose to achieve a predetermined
objective. This may include:
 CVs
 Email, Web site
##

 Letters, Brochures
Articles, Catalogs
 Advertisements, Notice Board,
Pamphlets, Press Releases
 Presentations, multimedia, talks
 Reports, Proposals, Books
 Types of Communication
Types of Communication

Verbal
Communication

Written
##

Verbal Non
Written
Verbal

Non Verbal
 Communication Equation

What you see or

feel:
What you hear: Facial expression
Dress and
grooming

##
Tone of voice
WORDS …
Vocal clarity
Posture
Verbal
expressiveness Eye contact
Touch
Gesture
40% of the 50% of the 10% of the
message message message!
 Verbal
Communication
Communication
• Provides instant feedback
• Opportunity to check for
understanding
• Involves Questioning
• Faster closure on open
items
##

• No record unless minutes Verbal Non

Written
Verbal
of the meeting recorded
• Usually unstructured
• Increases speed of
communication
 Written
Communication
• Provides record for future
Communication
reference
• More structured
• Tools to gain attention – like
bullets, bold, etc.
• Ability to provide details
• Can be sent to multiple
##

people at the same time Verbal Non

Written
• More Formal Verbal
• It mainly consists of
diagrams, pictures, graphs,
reports, policies, rules,
orders, instructions,
agreements, etc.
• Comprehensive & Accurate
 Non -Verbal
Communication
Communication
• Constitutes of Physical,
Aesthetic, Signs, Symbolic
• Complements Verbal
Communication - It may
accent
##

or underline a verbal Verbal Non

Written
message. Verbal
Pounding the table, for
example, can underline a
message.
• Gestures talk more than
words
• Could be Positive / Negative
• Indicative of a person’s
personality
 Non -Verbal
Communication
Communication
Non-verbal communication
includes facial expressions, the
tone and pitch of the voice,
gestures displayed through body
language
##

• Pounding the table, for Non

Verbal Written
example, can underline a Verbal
message.
• Gestures talk more than
words
• Could be Positive / Negative
• Indicative of a person’s
personality
 Seven C’s of Effective Business
Communication
Correctness

Clarity

Conciseness

Completeness

Consideration

Concreteness

Courtesy

https://www.managementstudyguide.com/seven-cs-of-effective-communication.htm
 Seven C’s of Effective Business
•
Communication
Clear: The message should be clear and easily understandable to the recipient. The
purpose of the communication should be clear to sender then only the receiver will be
sure about it. The message should emphasize on a single goal at a time and shall not
cover several ideas in a single sentence.

• Correct: The message should be correct, i.e. a correct language should be used, and the
sender must ensure that there is no grammatical and spelling mistakes. Also, the message
should be exact and well-timed. The correct messages have a greater impact on the
receiver and at the same time, the morale of the sender increases with the accurate
message.

• Complete: The message should be complete, i.e. it must include all the relevant
information as required by the intended audience. The complete information gives
answers to all the questions of the receivers and helps in better decision-making by the
recipient.

• Concrete: The communication should be concrete, which means the message should be

clear and particularly such that no room for misinterpretation is left. All the facts and
figures should be clearly mentioned in a message so as to substantiate to whatever the
sender is saying.
 Cont.
• Concrete: The communication should be concrete, which means the message should
be clear and particularly such that no room for misinterpretation is left. All the facts
and figures should be clearly mentioned in a message so as to substantiate to
whatever the sender is saying.

• Concise: The message should be precise and to the point. The sender should avoid
the lengthy sentences and try to convey the subject matter in the least possible words.
The short and brief message is more comprehensive and helps in retaining the
receiver’s attention.

• Consideration: The sender must take into consideration the receiver’s opinions,

knowledge, mindset, background, etc. in order to have an effective communication.
In order to communicate, the sender must relate to the target recipient and be
involved.

• Courteous: It implies that the sender must take into consideration both the feelings
and viewpoints of the receiver such that the message is positive and focused at the
audience. The message should not be biased and must include the terms that show
respect for the recipient.
 Barriers to Business Communication

• Semantic Barriers • Organisational Policy • Barriers in Superiors

External Barriers

Personal Barriers
Organizational Barriers
• Attitude of Superiors
• Emotional or • Status Relationship • Fear of Challenge to
Psychological Barriers Authority
• Inattention • Organisational Rules • Lack of Confidence
• Perceptual Barrier and Regulations in Subordinates
• Loss by Transmission • Complexity in • Lack of Time
and Poor Retention Organisation Structure • Lack of Awareness
• Premature Evaluation • Ignoring
• Distrust of • Organisational Communication
Communicator Facilities
• Failure to • Barriers in
Communicate • Information Overload Subordinates
• Unwillingness to
Communicate
• Lack of Proper
Incentive

http://www.yourarticlelibrary.com/business-communication/barriers-to-business-communication-business-management/70120
Business Writing Skills
 Analyze the Purpose
Before you begin writing:
• What is the purpose of writing
the mail / letter / memo / etc.?
• What information do you wish to
exchange?
• What does your reader want to
know?
##
• What action do you want the
reader to take?
• What relationship do you have
with the reader?
Subject of the Mail
• Subject should convey the
purpose
• Subject field is the first thing
reader will see before opening
the communication sent
• Subject field of your message
##
should be meaningful
• Subject field [when you use the
‘reply’ option in case of e-mails]
should accurately reflect the
content of the message
• Subject should be brief - Does
not need to be a complete
sentence
 Consider the Audience
Recipients & Gender Bias
• Write the name of the person that you
are writing to, in the ‘To’ field
• Write the name of the person /
persons you want to be informed
about the contents of the mail in the
‘Cc’ field
• Do not write names in the ‘Bcc’ field
##

• Avoid using he / she repeatedly.

• Write sentences in the plural
For example, “A vendor should give
all his details for setting up the
database.” can be changed to
“Vendors should give all their details
for setting up the database.”
 Example of CC vs. BCC

From: Jonathan Grove

To: Ashley Miller
Cc: Janet Costa, Nina Myers
Bcc: Julie Ann Skala. Mike John
-------------------------------------------------------------------------------------------------
-------------------
Dear Ashley,

Thank you for your support with the meeting. I will inform you of the results as soon as
the files get posted.

Tomorrow’s agenda will be available first thing Monday morning. Please review the
details with Janet and Nina.

Thank you,

Jonathan Grove
Assistant Manager
Summer Fun Company
23087 Meli Road
North Park, IL 62545
630-989-5224
 Well what is “Bcc” & “Cc”?
Bcc:
• Is short for Blind Carbon Copy
• Blind carbon copied recipients are
NOT visible to anyone but the
sender
• Use this when sending to a long
list of recipients or to recipients
that should not know each other
Cc:
• Is short for Carbon Copy
• More than 1 addressees can be
in this field (separate them
with commas)
• Carbon copied recipients ARE
visible to all other recipients.
Usually used when others are
referenced in the email or for
those you want included in the
conversation
 Rules of Email Etiquette

Be specific about
Address to specific WHAT you want &
Spell & Grammar person HOW you want to
Check attain in through your
writing

Distinguish between Avoid sending large

Be concise with your Attachments & keep
formal and informal subject lines
styles when writing email concise and within
1 screen shot

Use a Signature
Be kind & Respond Avoid slang & text
including contact writing
Promptly
info.
 Build the Structure

1. Salutation

2. Content 3.
Closing

Structure of
Written
Communicatio
n
3. Build the Structure

Salutation

• Write to the reader as you would talk

to him / her naturally - If you address
John Smith as John in person, do not
address him as Mr. Smith in your
##

email, however, memos / circulars are

more formal and hence require Mr. /
Miss.
• Use first names - Hi Chris …
• Avoid “Good Morning” or “Good
Afternoon” as your communication
might reach late / different time zone
Cont.

Do’s Don’ts
 Mention any specific information that is х Don’t tell the reader what you or they can’t
requested by the reader - If you cannot do... tell them what can be done
answer a question or provide definite х Negative statements
information: х Don’t use casual language – Business
 state when you can send the information. communication is always formal &
 explain why you won’t be able to answer organized
the query.
 tell as much as you know / offer
additional information when available.
 Use Positive statements
For e.g. “This report discusses each step briefly.”
 Content should be accurate & crisp
Cont.

Closing

• The final paragraph of a written

business communication states what
you want the person to do
• Give timelines
• Signoff with your name and contact
details in case of any questions /
clarifications
##

• Do not say ‘thanks in advance/

anticipation. If you would like to
thank someone for their help. Do it
after the job. Say ‘ I appreciate your
help’. Or ‘Thanks for the quick
response’
• Close on a pleasant note
 Execute with Confidence

The ‘Write Perfect’ Checklist - Before clicking on ‘send’… Review!

Is the
communication well
organized in terms
Have I stated my of formatting, Have I written in
purpose correctly structuring, etc.? appropriate, short
and provided and crisp sentences?
information that
the readers would
like to know?

Have I stated clearly

Is my what response I want
communication from the reader ?
sounding
pleasant?
Exercises on Written Communication

Rewrite in simple words

1. Campus Jewelers’ main objective is to increase sales. Specifically, the objective is to double
sales in the next five years by becoming a more successful business.

Campus Jewelers’ objective is to double sales in the next five years.

2. As of this date I haven't received any documents

So far I haven't received any documents.

3. I am in receipt of your letter.

I have received your letter.

Exercises on Written Communication

Rewrite in simple words

4. In the event that it happens, I will go to Australia.

If it happens, I will go to Australia.

5. It often rains in the month of July.

It often rains in July.

6. Kindly confirm the same.

Please confirm.
Exercises on Written Communication

Use a comma to separate a phrase which precedes the main sentence.

1. For any further clarification on vendor discount related issues please call Monica Giroux on
Dial Comm. 8*622 2107.

For any further clarification on vendor discount related issues, please call Monica
Giroux on Dial Comm. 8*622 2107.

Which one is correct usage of a comma / period / full stop?

I believe the changes went in, have we tested the changes to see if the data is following
the assignment rules?

I believe the changes have been made. Have we tested them to see if the data is
following the assignment rules?
Happy Writing!