Business Communication

Business communication is the giving

and receiving of feedback between
individuals and/or groups for the
purpose of exchanging information and
altering performance in the workplace. 
Process
Process-Inherit Meaning-Action Plan
Why?
To avoid
Misunderstanding
Conflicts
Losses
Time
Energy
Resources
Relationships
Benefits
Reputation- Individual/Company’s
Harmony
Profit
Smooth working
Better Time management
Better Relationship
Trust
FEEDBACK
Signal Received by Receiver.
Facial Expressions
Gesture
Body Language
Email/Whats app/Messages/Notices
Feedback
Two way communication
React/Respond
Consider
Background
Audience (Name)
Being Dogmatic (Senior Most)
7 C’S
Instead of I/Me use we/us/our
Try to understand feelings beyond words.
Structure
Medium – Richest/Rich/Linear
Fear
Noise
Differencein status-Product
launch/Suggestions
Concerned about maintaining reputation?
Courage to speak in polite and right
manner.
Closed Communication climate
Arrow/Circuit/Dance
Information overload/Too little
Complexity of policy
Employee suggestions.
Openness.
Open door policy
Surveys
Feedback
Newsletters
Memos
Transfer stations (Minimum)
Upward/Downward/Horizontal
ShareKey information
Accessibility
Unnecessary lies.
Lack of Trust
Status
Listening Skills
Difference between Listening and
Hearing
 “Hearing is through ears, but listening
is through the mind.” 
Benefits of Listening for leaders and
Teams
It helps in knowing an organization.
It helps in making better policies.
It mollifies complaining employees.
It is important for the success of Open
Door Policy.
It helps to spot sensitive areas before they
become explosive.
It forms a bond of respect.
It increases Productivity.
It can calm people down.
It increases confidence.
It increases Accuracy.
Better work Culture.
Poor Listening Habits
Hearing but not listening.
Rehearsing
Interrupting.
Hearing what is Expected.
Feeling Defensive.
Listening for a point of Disagreement.
Call the subject matter uninteresting
Criticize the delivery or appearance of the
speaker.
Become too stimulated.
Listen only for facts.
Fake Attention.
Evade the difficult.
Distractions.
Paying attention to how the person saying
rather than to what the person saying.
Interrupting or Finishing others sentences.
Types of Listening.
Informative Listening.
Attentive Listening.
Appreciative Listening.
Relationship Listening/Therapeutic.
Critical Listening.
Discriminative Listening.
Active and Passive Listening
Active Listening involves Verbal
feedback, it involves questioning.
Additional information.
Confirmations.
Passive Listening
No verbal Response.
Deliberate/Unintentional Non verbal
feedbacks/Responses/Reactions.
Watching TV/Listening to songs while
doing some work- One way
communication.
Informative-
Primary concern is to understand message.
Lectures
Instructions
Practices
Procedures
Briefings
Speeches
Vocabulatry,Concentration and Memory
Attentive Listening
Whengoal is to understand and remember
,also when listeners have goals like giving
a positive Impression, want to advance
relationship or demonstrate care.
Relationship Listening
To improve relationships.
To support.
To empathize.
To understand.
Appreciative Listening
Presentation.
Perception.
Previous Experience.
Critical Listening
Critical listening is a process for
understanding what is said and
evaluating, judging, and forming an
opinion.
listener assesses the strengths and
weaknesses of the content, agrees or
disagrees with the information
For instance, if you are meeting a person
who is always peppy and full of energy,
then suddenly their voice is very down
or sad. Here you use your discriminative
listening ability to understand that there is
something wrong with the person.
Instead of relying on words,
discriminative listening uses tone of
voice, verbal cues, and other changes in
sound.
Barriers to effective Listening
Content
Speaker
Mindset
Language
Medium
Feedback
Distractions.
Listening speed.
Content-Listeners knowing too much
Listeners knowing too little-Tune out
when faced with difficult intellectual or
emotional content
Speaker-Delivery style
Attitude towards Speaker
Medium-
Distance and Circumstances.
Distractions-
Sounds,Lights,Odours,Mannerisms,Voice
inflections and moving objects
Can be categorized as environmental or
physical but most often they are
psychological in nature.
Mind set-
Attitudes- Respect others freedom of
values and beliefs.
Realize that there could be more than one
acceptable point of view.
Attend to understand others view points.
Listening speed
Average speaking rate is 125-150 words
per minute.
Average Listening rate is 500 words per
minute, leaving a lot of excess thinking
time.
Avoid Day dreaming.
Work on Notes, Questions and Feedback.
Feedback
Avoid giving comments colored with
emotions of resentment, defensiveness or
suspicion.
Give supportive feedbacks.
Barriers to Communication
Organizational Structure
Difference in Status
Lack of Trust
Closed Communication climate
IncorrectChoice of Medium
Information overload
Message Complexity
Message Competition.
Unethical Communication
Physical Distraction
Transactional Analysis
Transactional analysis is a technique
which helps to understand the behavior
of other person so that communication
becomes effective. Understanding human
behavior helps to motivate, guide and
direct other persons
Channels of Communication
Verbal
Non Verbal
Written
Visual
Non Verbal Communication
Actions
Actions speak louder than words.
Verbal communication needs support of
language while Non Verbal does not
require any language as such.
Example- Darkness and silence in Movie
hall.
Raised Eyebrows.
Applause.
Standing Ovation
Smile.
Handshake.
Touch.
Symbol
Signs.
Smell
Clothing
Masks
Stress
Speech Rate
Accent
Volume
Body Movements
Facial Expressions
Gaze
Audience Size
Posture
Distance
Time
Appearance
Communication
Any means other than words.
Other than speech or writing.
Non-Linguistic
Uses Body Language, space time and
Paralanguage.
Forms
Conscious Non verbal communication.
Subconscious Non verbal
Communication.
Voluntary or Involuntary Messages.
Conscious
Offering handshake.
Offering Hug
Aware of the meaning generally.
Subconscious
Gut Reactions.
Police and Military Uniforms.
Well dressed executives.
Poor sense of dressing up
Young and beautiful people in
advertisements to communicate for youth
and beauty.
Colours
Voluntary and Involuntary
Body Language
Blinking eyes.
Hug
Nodding
Types
Kinesics
Interpretation of Body Language.
Facial Expressesion
Gesture
Posture
Oculesics
Study of Role of eyes.
◦ G aze
◦ Regulatory
◦ Monitoring
◦ Cognitive
◦ Expressive
◦ Mutual Gaze
Proximics
Space
Distance
Territory
Appearance and Artifacts
Clothing and Accessories.
Paralanguage/Vocalics
It’sa communication that goes beyond
words.
Tone
Emotional state
Voice quality
Crying
Laughing
Pitch
Chronemics
Study
of use of time in non verbal
communication.
Internal communication is information
and ideas exchange within the
organization itself, while external
communication means exchange of
information both within the
organization itself and outside the
organization.
Email Etiquettes
1. Use a direct subject line
2. Use a professional email address
3. The “reply-all” button should be
used sparingly
4. Add a professional email signature
5. Use professional greetings
6. Be wary of excessive exclamation
points
7. Be careful when using humor
8. Reply to all your emails
9. Always proofread before pressing
send
10. Add the email address after you’ve
composed the message
11. Double-check the recipient addresses
Keep your fonts simple and classic
Segment your communications
Consider your tone
Job acceptance
Setexpectations-Timely Reply
Carefully review the offer-Help from
Mentors, seniors, friends.
Decide how will you send the response-Use
appropriate Medium.
Begin Drafting a reply-Observe tone, try to
address all the points(Beneficial for
yourself),Choose easy subject line.
Proofread-Question (In case of Negociation)
Job Acceptance letter
Concerning person’s name
Company’s Name
Address
Salutation
Reference of mail.
Acceptance, Gratitude
Details of joning the company.
Attachment of the documents if required.
Resignation letter
A statement of intent that you will be
leaving your job
The name of your official staff position
The date of your last day on the job
Gratitude to your employer for hiring you
A highlight of your time there (optional)
An offer to train your replacement
well wishes for the future of the company
your contact information
Handling Electronic and Print Media
What is electronic and print media?
Print media is form of mass media which
creates, delivers news and information
through printed publications. Electronic
Media is form of mass media which creates,
delivers news and information through
electronic medium.
Print Media-main types include
newspaper, magazines and books.
Airlines Magazines.

Electronic Media- main types include

radio, television, internet (Social Media
Platforms- LinkedIn )etc.
How is electronic media better than print
media?
The information can be shared easily
using electronic media as compared to
print media. Broadcasting is easier in
electronic media as compared to distribution
of information using print media. Live
events can be shared using electronic media
using videos, pictures, podcasts etc