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Business Communication
& Etiquettes
Chapter 1
Communication in Workplace
Introduction
• Communication = Latin Word ‘Communis’
• Communis = common
• Communcation = Creating common ground
Role of Communication in Business
• extending interaction among people including globalization,
• use of more and more changed assets and processes in
industry and business,
• increasing pressure on efficient utilization of resource
because of higher consumption levels induced by growing
population and rising aspirations of consumers,
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use of more complicated decision making processes, and
• accelerated pace of change in business that demands always
increasing need for motivating people to get their
cooperation.
Various levels of communication
• Communication with your directs:
– Do they understand the JD?
– A manager can misdirect, rather than direct if the
employee does not realize their contribution.
– Listen to your team and ask questions of what is
holding them back and what processes can be
added or eliminated in order for them to perform.
Various levels of communication
• Communication with your Peers:
– Peers could be helpful through expertise if you
share.
– Consider if you could be any added push for their
assistance and success.
– This communication will assure you both have the
information needed to improve yourselves and
your teams.
Various levels of communication
• Communication with your Boss:
– Find the most effective communicative technique.
• written – spoken - direct - indirect
– Be proactive about status and problems.
• Else they will assume everything is fine.
Successful communication =
successful business
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Basis of planning
Basis of decision making
Creating coordination and cooperation
Establishment of effective leadership
Development of human relations
Helpful in building image
Helpful in achieving peace and effective control
Leading to high morale and motivation
Unseen infrastructure of an organization
Helpful in delegation of authority.
Importance of Communication
• Good communication passes information along.
• Good communication makes good relationships.
• Good communication helps you get what you
need.
• Good communication gives you self-esteem.
• Good communication helps you to think better.
• Good communication makes peaceful
communities.
Listening
• An average employee spends
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32.7 % time listening
25.8 % time speaking
22.6 % Writing.
Top executives spend even more time listening than other
employees.
• Improved work quality
• Boosts productivity
• Help employees update and revise the facts, skills and
attitudes.
• Improves speaking ability
Good Listener X Bad Listerner
To Listen
Effectively
The Bad Listener
The Good Listener
Find area of
interest
Tunes out dry subjects
Opportunists; asks,” what
is in it for me?”
Judge
contents,
not delivery
Tunes out if delivery is poor
Judges content; skips over
delivery errors
Hold your
fire
Tends to enter into
arguments
Doesn’t judge until
comprehension is
complete; interrupts only
to clarify
Listen for
ideas
Listens for facts
Listens for central themes
HOW TO BE A GOOD LISTENER
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Be Motivated to Listen
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Be Prepared to Listen
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Be Objective
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Be Alert to All Cues
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Make Good Use of the Thinking-Speaking Time Difference
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Use Feedback
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Practice Listening
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Use Verbal and Non-verbal Cues to Encourage the Speaker
Speaker Must
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Try to Empathise
Adjust Your Delivery
Utilize Feedback
Be Clear
Be Interesting
Forms of Communication
• Internal Operational Communication
• External Operational Communication
• Personal communication
Personal communication
Forms of Communication in Detail
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One way Communication and Two way Communication
Verbal Communication and Non-verbal Communication
Formal Communication and Informal Communication
Interpersonal Communication and Intrapersonal
Communication
• Group Communication
• Public Communication
• Mass Communication
Verbal and Non Verbal Communication
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The Substitution Relationship
The Complementing Relationship
The Conflict Relationship
The accenting Relationship
4 Principles of Interpersonal
Communication
• Inescapable
• Irreversible
• Complicated – Interesting theory – at any given
time in Interpersonal communication – there are
6 people involved:
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who you think you are;
who you think the other person is;
who you think the other person thinks you are;
who the other person thinks/she is;
who the other person thinks you are; and
who the other person thinks you think s/he is.
Mass Communication
• Academic study of the means to transmit the
information to a large number of people at
once.
• It is generally understood to relate to
newspaper and magazine publishing, radio,
television, and film, as they are used both for
disseminating news and for advertising.
Formation and Sending of a Response
Steps in Communication Process
COMPONENTS OF COMMUNICATION
• Message: It is information, written or spoken, which is to be sent from one person
to another.
• Sender: The person who transmits, spreads, or communicates a message or
operates an electronic device is the sender i.e., one who conceives and initiates
the message.
• Encoding: The method by which a message is expressed is called encoding.
• Medium and Channel: The method or channel means by which a message is
transmitted by a sender to a receiver called medium or channel.
• Receiver: The receiver of a communication is a person or a group or an
organization that receives the message.
• Decoding: Decoding is a mental process by which the receiver draws meanings,
from the words, symbols or pictures of the message.
• Feedback: Feedback is receiver’s response of the message. Feedback is the final
link in the communication process.
7 Cs OF Communication
• COMPLETENESS
– Answer all questions that are asked
– Give something extra when desirable
– Check for five Ws & one H
– Who What When Where Why and How
• More likely to produce results
• Can do a better job of building goodwill
• Help avert any misunderstanding and hence
time and resources.
7 Cs of Communication
• CONCISENESS
– Eliminate wordy expressions
– Include only relevant statements
– Avoid unnecessary repetitions
• Saves time
• Provides short yet essential details.
• More appealing and comprehensible to the
reader
• Non repetitive in nature.
7 Cs of Communication
• CONSIDERATION
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Focus on YOU instead of I & WE
Show reader benefit & interest
Emphasize positive& pleasant
Apply integrity & ethics
• We Attitude – We are delighted to announce that we
will be extending our hours to make shopping more
convenient.
• You Attitude – You will be able to shop more with the
extended hours.
7 Cs of Communication
• CLARITY
– Choose short , familiar & conversational words
– Construct effective sentences and paragraphs by unity of
idea and sequencing
– Achieve appropriate readability by using formal & informal
language
– Include examples, illustrations & visual aids
• Easy comprehension
• Enhances the message meaning of ideas and thoughts
expressed.
• Use of exact and appropriate words.
• Stimulates action.
7 Cs of Communication
• CONCRETENESS
– Use specific facts and figures
– Put action into verbs
– Choose vivid image building words by comparison & figurative
language
– Use more adjectives and adverbs
– Use active voice – where ever possible.
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Reinforces confidence
Supported with specific facts and figures
Clear words build reputation
Positive effect on the reader
7 Cs of Communication
• COURTESY
– Be sincere , tactful, thoughtful and appreciative
– Omit expressions that hurt , irritate, or insult
– Grant apologies graciously
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Creates Goodwill
Strengthens relationships
Implies taking into considerations both views.
Creates positivity
Shows respect
Is unbiased.
7 Cs of Communication
• CORRECTNESS
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Use the right level of language
Check accuracy of facts, figures and words
Maintain acceptable writing mechanics
Choose non discriminatory language
Use parallel language
Builds confidence
Exact, well-timed
Precise and accurate
Appropriate language
BARRIERS TO COMMUNICATION
• Noise as a Barrier
– “Noise” is the disruption or hindrance in communication
process anywhere along the way.
• Perceptual and Language Differences
– Perception is in general how each individual interprets the world
around him. A same event may be taken differently by different
individuals.
• Information Overload
– It is necessary to control this information flow else the
information is likely to be misinterpreted or forgotten or
overlooked.
• Inattention
– At times we just not listen, but only hear.
BARRIERS TO COMMUNICATION
• Emotions
– Emotional state at a peculiar point of time also affects
communication.
• Complexity in Organizational Structure
– Greater the power structure in an organization (i.e. more
the number of managerial levels), more are the chances of
communication getting lost.
• Poor Retention
– Human memory cannot function outside a limit. One can’t
always retain what is being told especially if he is not
interested or not attentive. This leads to communication
collapse.
CAUSES FOR MISCOMMUNICATION
• Organizational Structure
– Large organizations in general have too many vertical
communication links; as a result, message becomes
distorted as they move through the various organizational
levels.
• Difference in Status
– When people belonging to different hierarchical positions
communicate with each other, there is a possibility of
miscommunication.
• Lack of Trust
– Establishing credibility or building trust among
subordinates or with colleagues is a difficult task.
CAUSES FOR MISCOMMUNICATION
• Incorrect Choice of Medium
– Choosing an incompatible communication
medium can distort the message and block the
intended meaning.
• Closed Communication Climate
– An organization’s communication climate is
determined by its management style. A direct,
authoritarian style blocks free and open exchange
of information that characterizes closed
communication.
CAUSES FOR MISCOMMUNICATION
• Information Overload
– Too much information is as bad as too little because it
dilutes the audience’s ability to concentrate on the most
important part of the message.
• Message Complexity
– There are two main reasons for any message to become
complex in a business setting—one, the dry and hard
nature of the message itself and the other, the difficulty in
understanding it.
• Message Competition
– Constantly, most business messages compete for the full
and undivided attention of their receivers. This may occur
at two levels—intrapersonal and inter-personal.
CAUSES FOR MISCOMMUNICATION
• Unethical Communication
– Relationship within and outside the organization
depend on trust and fairness.
• Physical Distraction
– Communication barriers are time and again
physical: bad connections, poor acoustics, illegible
copy, etc.
TO DIMINISH MISCOMMUNICATION
• Follow these four simple steps:
– Regard seriously the recipients of your message.
Make sure that the key people who have to
receive the written or oral message are included.
– Think about how to send the message, i.e., should
the mode be verbal or written.
– Follow up your verbal message with a written
statement.
– At last, decide who can communicate with whom.
Chapter 2
Communication Skills
Verbal and Non Verbal
Verbal Communication
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Transmitted verbally
Or piece of writing
Objective is to make the listener understand
communication remember the acronym KISS
(Keep It Short and Simple).
• people bring their own attitude, perception,
emotions and thoughts about the topic and
therefore creates barrier in delivering the right
meaning.
Oral Communication
Advantages
• Immediate Feedback
• Time Saving
• Economical
• Personal Touch
• Flexibility
• Secrecy
• Group Communication
• Effectiveness
Disadvantages
• Poor Retention
• No Record
• Time Consuming
• Misunderstanding
• Lengthy Messages
• Lack of Responsibility
• Imprecise
Make Verbal Communication Effective
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Clarity
Brevity
Precision
Right Words
Avoid Hackneyed Phrases & Cliches
Understand the Listener
Natural Voice
Logical Sequence
Conviction
Written Communication
Advantages
Disadvantages
• Can be edited and revised
• doesn’t bring instant
many times
• provides record
• enables receiver to fully
understand it and send
suitable feedback.
feedback.
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takes more time in writing a
message
• writing ability.
Non Verbal Communication
Three Elements
• Appearance
• Body Language
• Sounds
Five Roles
• Repetition
• Contradiction
• Substitution
• Complementing
• Accenting
Types of Non Verbal Communication
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Facial Expressions
Body Movements & Posture
Gestures
Eye Contact
Touch
Space
Voice
Chapter 3
Organizational Communication
Organizational Communication
• Richmond and McCroskey (2009) - ‘the
process by which individuals induce meaning
in the minds of other individuals, by means of
verbal and nonverbal messages in the
circumstance of a formal organisation’.
Importance of Organizational
Communication
• Organisational communication helps us to:
– accomplish tasks relating to specific roles and responsibilities
– acclimatize to changes
– complete tasks through the maintenance of policy, procedures, or
regulations that support daily and continuous operations;
– develop relationships where
– coordinate, plan, and control the operations of the organisation
through management.
– Directions of Communication
– Leading
– Rationalizing
– Problem – solving
– Conflict Management
– Gaining Compliance
Thank You