Business Communication

Dr. Archana Mishra

Ph.D. (Management)
 PRINCIPLES OF
EFFECTIVE BUSINESS
COMMUNICATION
Video Time
 Activity Quiz

1. Communication starts with:

a) Message
b) Sender
c) Channel
d) Feedback
2. Reading refers to which element of communication process?
a) Encoding
b) Decoding
c) Message 
d) Channel
3. Which of the following indicates the correct sequence of the elements of
communication in the communication process.
a) Sender, receiver, channel, medium, feedback
b) Receiver, Feedback, Sender, Medium, Channel
c) Sender, Channel, Medium, Feedback, Receiver
d) Sender, Medium, Channel, Receiver, Feedback
4. The informal network that is known as the ‘grapevine’ 
a) Is used by the savvy managers to spread and receive informal messages.
b) Rarely contains accurate messages
c) Deals exclusively with personal messages
d) Carries information regarding formal chain of command
1. Orientation towards the receiver

• Purpose of writing
• Emphasise the reader’s perspective
• Focus on ‘you’ than ‘I’
• Negative messages to use diplomatically
• Anticipate the reaction expected after reading
the letter/mail/message
• Refer to reader’s request
1. Orientation towards the receiver

‘You’ attitude

• To capture attention of the receiver and have a

favourable reply.
• To create friendly atmosphere and establishes
mutual trust.
• To motivate the reader even in a bad news situation
• To accomplish the purpose of writing the letter.
• To improve the goodwill of the company
 1. Orientation towards the receiver

Examples of ‘You Attitude’

• You will get 10% discount.
• You will have the opportunity to share your
experience.
• We will be happy to receive your early reply.
• You will also get mobile banking and net banking
facility.
• You can be reassured that our products are reliable.
 1. Orientation towards the receiver

Revision:

1) Aditya,
You are warmly invited to improve your skills in writing
to your customers. We look forward to seeing you.

2)Dear Mrs. Khanna,

Your 5% deposit will ensure that, complying with our
new terms, you will receive your orders within a week.
 2. Use short, simple vocabulary/ phrases
Long informal & Short formal & familiar
unfamiliar words words

You failed to enclose Please send

Attached please find We have enclosed
Kindly advise Please let us know
We are in receipt of We received
Permit me to say (Just say..)
2. Use short, simple vocabulary/ phrases

Long informal & Short formal & familiar

unfamiliar words words

utilize use
For the reason that since
Due to the fact that because
For the purpose for
Domicile House
 3. Use concrete rather than abstract words

Statements:

• I require this report as soon as possible

• This is the tallest building in the city
• I drive very fast
• I have been waiting for my friend for a long time
• The company has suffered major losses in the previous
FY
 3. Use concrete rather than abstract words

Revision:

• I require this report by 5p.m. today.

• This 75 meters tall building is the tallest building in
the city
• I drive at 80kms per hour.
• I have been waiting for my friend for an hour.
• The company has suffered 30% loss in the previous FY
 4 Use active voice rather than passive

Passive: The goods were ordered by the customer

Active: The customer ordered the goods

Passive: The sessions of the faculty will be

attended and reviewed by the Dean
Active: The dean will attend and review the
sessions of the faculty
 Advantages of active voice
• It helps in expression
• It makes sentence shorter and clear
• The emphasis remains on the subject
• Precise and action oriented

Business has an inordinate influence on

governmental operations.
Government operations influence the business.
 5 Use action verbs
Use action verbs

Achieved Assisted Established Executed

Founded Generated Guided Doubled

Administered Conceived Created Designed

Financed Analysed Developed

 6. Avoid pompous, inflated, legal-sounding
phrasing. Be brief.
The duly accepted forms should be submitted to the
undersigned upon completion.

Please return the signed forms when you have completed

them.
 7 Use short crisp sentences
Those who do not attend the meeting and prefer to stay away, by
offering feeble and lame excuses, shall be dealt with in a
serious manner, vide IAC 37, which deals with office discipline
and punishments liable thereof, in order to maintain the
sanctity of office and to uphold our honored traditions, on
which the edifice of our organisation has been developed.
Those who do not attend meeting without sufficient reasons will
be dealt with seriously. Your attention is drawn to IAC 37
which deals with office discipline. this is being done in order
to uphold our traditions and sanctity of the office.’
8. Use gender neutral words whenever possible.

The Chairman of the Committee will address the

meeting at 10a.m.
The Chairman of the Committee will address the
meeting at 10a.m.

The Policeman chased the thief.

The Police personnel chased the thief.
 9.Use proper sentence structure and design

1.This year the sales increased, however the cumulative losses

also increased.

2.Even though the sales increased, the cumulative losses

increased.

3.The cumulative losses increased, in spite of an increase in

sales.
 10. Coherence ,unity clarity and flow

Sentences convey a single thought

Paragraphs discuss a single idea

Principles of effective writing

Clear
Complete
Concise
Consistency
Continuity
THANK-
YOU