Notes on Business Communication

By:- Rahul Goel- AM Training & development

Meaning & Definition of communication :-

Simple Definition of COMMUNICATION

 : t he a ct o r pro ces s o f us in g wo r ds , so u n ds, s i gn s, o r be hav io rs to e xp re ss o r
ex c ha n ge in fo rm at io n o r to ex pr ess yo ur i de as , t ho ug ht s, fe el i ngs , e tc ., to
so m eo ne el se
 : a m es sa ge t hat i s giv e n to so m eo ne : a let ter , t ele p ho ne c a ll , et c.
 c omm u ni c ati o ns : t he w ay s o f se n di n g in fo rm at io n to peo p le by u s i ng tec h no lo gy

1. ” Communication is transfer of information from one person to another,whether or not it elicits

confidence. But the information transferred must be understandable to the receiver – G.G. Brown.
2. “Communication is the intercourse by words, letters or messages”- Fred G. Meyer.
We can now proceed to define communication from what we have seen above. To define means to give
the precise and exact meaning of a word. The exact meaning of the word communicate is ‘to share’ or
‘to participate’. The dictionaries say that communication is the transmission of a message or information
by speaking or writing. Another dictionary declares that communication is giving or exchanging
information, signals, messages by talk or gestures or writing. Yet another definition says that
communication is social intercourse. Communication is all this and much more. A good definition should
not only give the precise meaning but also throw light on the scope of the word / expression.
Communication is giving, receiving or exchanging ideas, information, signals or messages through
appropriate media, enabling individuals or groups to persuade, to seek information, to give information
or to express emotions.
This broad definition includes body-language, skills of speaking and writing. It outlines the objectives of
communication. It emphasizes listening as an important aspect of communication.

Communication process

Communication process consists of some interrelated steps or parts through which messages are sent
form sender to receiver. The process of communication begins when the sender wants to transmit a
fact, idea, opinion or other information to the receiver and ends with receiver’s feedback to the sender.
The main components of communication process are sender, message, channel, receiver and
feedback. Communication process consists of some interrelated steps or parts through which messages
are sent form sender to receiver. The process of communication begins when the sender wants to
transmit a fact, idea, opinion or other information to the receiver and ends with receiver’s feedback to
the sender. The main components of communication process are sender, message, channel, receiver
and feedback.

Steps or elements of communication process

The communication process refers to the steps through which communication takes place between the
sender and the receiver. This process starts with conceptualizing an idea or message by the sender and
ends with the feedback from the receiver. In details, communication process consists of the following
eight steps:
 Notes on Business Communication
By:- Rahul Goel- AM Training & development

1. Developing idea by the sender: In the first step, the communicator develops or conceptualizes an
idea to be sent. It is also known as the planning stage since in this stage the communicator plans
the subject matter of communication.
2. Encoding: Encoding means converting or translation the idea into a perceivable form that can be
communicated to others.
3. Developing the message: After encoding the sender gets a message that can be transmitted to the
receiver. The message can be oral, written, symbolic or nonverbal. For example, when people talk,
speech is the message; when people write a letter, the words and sentences are the message;
when people cries, the crying is the message.
4. Selecting the medium: Medium is the channel or means of transmitting the message to the
receiver. Once the sender has encoded his into a message, the next step is to select a suitable
medium for transmitting it to the receiver. The medium of communication can be speaking,
writing, signaling, gesturing etc.
5. Transmission of message: In this step, the sender actually transmits the message through chosen
medium. In the communication cycle, the tasks of the sender end with the transmission of the
message.
6. Receiving the message by receiver: This stage simply involves the reception of sender’s message
by the receiver. The message can be received in the form of hearing, seeing, feeling and so on.
7. Decoding: Decoding is the receiver’s interpretation of the sender’s message. Here the receiver
converts the message into thoughts and tries to analyze and understand it. Effective
communication can occur only when both the sender and the receiver assign the same or similar
meanings to the message.
 Notes on Business Communication
By:- Rahul Goel- AM Training & development
8. Feedback: The final step of communication process is feedback. Feedback means receiver’s
response to sender’s message. It increases the effectiveness of communication. It ensures that the
receiver has correctly understood the message. Feedback is the essence of two-way
communication.

Functions of Business Communication

Communication performs variety of functions within a group or organization. It helps in transmitting

information and exchanging opinions and ideas among the employees of an organization. Basic
communication functions are discussed in the following manner: Functions of communication.

1. Informing messages: An important function of communication is to inform any subject matter to

others. Communicator informs any subject matter, information or data to the receiver through
communication. If the receiver understands the real meaning of the message, communication becomes
complete.

2. Persuasion: Another important function of communication is to persuade employees so that they can
perform duties and responsibilities according to the desire of the management. Communication helps
employees to know the techniques of performing their jobs well.

3. Directing: Communication helps in giving direction to the employees to accomplish their assigned
duties and responsibilities. It transfers orders and instructions from the superiors to the subordinates. It
helps in explaining the ways how jobs are to be done. Functions of communication.

4. Solving problems: An important function of communication is to help in organizational problems. It

helps to find out the problem and creating an atmosphere to discuss the problem and solve them. It
helps in exchanging opinions between the contrasting parties and to arrive at a solution.

5. Helping planning and decision making: Another function of communication is to facilitate in decision
making. Communication helps in decision making by supplying relevant information. Moreover it
supplies information for the purpose of making plans.

6. Forming opinions: An important function of communication is to help in forming opinion. It assists in

exchanging ideas, thoughts, beliefs and information among human beings and helps in forming
favorable opinions.

7. Coordination and cooperation: Communication performs another important function in coordinating

the activities of various work groups and departments within the organization. It helps in removing the
inconsistencies and brings harmony in the work field.

8. Maintaining relations: Communication helps in developing and maintaining good relations between
different parties. It helps in minimizing misunderstanding and difference of opinion and creates a
healthy atmosphere in the organization which facilitates in developing human relations.

9. Publicity of products: Modern age is the age of publicity. It is very difficult to attract customers and
create market without proper publicity in modern age. Communication plays a very vital role in this
 Notes on Business Communication
By:- Rahul Goel- AM Training & development
connection. Functions of communication.

10. Exchange of information: The main function of communication is the exchange of facts and
information between human beings. It transfers massages form the sender to the receiver.

11. Controlling: It helps in controlling the activities of the subordinates by providing communicational
measures at different levels of the organization. It helps in monitoring and evaluating the performance
of the subordinates and taking corrective measures.

12. International relation: Another function of communication is to build up international relations. No

country of the world is self-sufficient at present. Every country is to take other country’s support and
help for its own interest. So there is a necessity to develop good relations. Improved communication
helps in developing such relations.Functions of communication.

13. Building image: Strong image of the organization helps to gain competitive advantage in the market.
Communication helps to build up image of the organization through timely contact with the
stakeholders, advertising etc.

OBJECTIVES OF COMMUNICATION

1. STRONGER DECISION MAKING

Your ability to communicate effectively increases productivity , both yours and your organization.

2. INCREASED PRODUCTIVITY
With good communication skills , you can anticipate problems , make decisions , co-ordinate work flow ,
supervise others , develop relationships and promote products and services.

3. STEADIER WORK FLOW

Communication acts as tool for the effective work related flow of information.

4. STRONG BUSINESS RELATIONSHIPS & ENHANCED PROFESSIONAL IMAGE

You can shape the impressions you and your company make on colleagues , employees ,supervisors ,
investors ,and customers in addition to perceiving and responding to the needs of these stakeholders(the
various group you interact with ) without effective communication , people misunderstand each other
and misinterpret information. Ideas misfire or fail to gain attention and people and companies flounder.

5. CLEARER PROMOTIONAL MATERIALS

Your organizations need for effective reach of company name and public promotions are based on
effective promotional material such as advertisements , bill boards , online add , posters etc are all
communicated for effective message delivery and meaning.

6. PROVIDE ADVICE
Giving advice is based on individual-oriented and work-oriented ,advice should not given to the person
for pinpointing his mistakes rather it should be helpful for his improvement. Effective advice promotes
understanding and it can be a two way process if the subordinate staff given freedom.

7. PROVIDE ORDER
 Notes on Business Communication
By:- Rahul Goel- AM Training & development
Order is an authoritative communication pattern and it is directive to somebody always a subordinate to
do something. Orders will be written and oral orders , general and specific orders ,procedural and
operational orders , mandatory and discretionary order. Order should be clear and complete ,execution
should be possible and given in a friendly way.

8.SUGGESTION
Suggestion is supposed to be very mild and subtle form of communication. Suggestions are welcomed
for it is not obligatory to accept them , it can be voluntary and anonymous and submitted through
suggestion boxes.

9. PERSUASION
Persuasion may be defined as an effort ‘ to influence the attitudes , feelings ,or beliefs of others , or to
influence actions based on those attitudes , feelings , or beliefs. Persuasion can be done to others if you
are convinced , you do not impose , you are not rigid are prepared to meet half-way and you can look at
the situation from the other person’s angle also.

10. EDUCATION
Education is a very conscious process of communication ,it involves both teaching and learning by which
organizations provide to their employees in the form of training. Education is given for management ,
employees and outside public.

11. WARNING
If the employees do not abide by the norms of the organization warning is a power communication tool
and it can be general and specific. Specific warning should be administered in private and after thorough
investigation. The aim of the warning should be the organization betterment.

12. RAISING MORALE AND MOTIVATION

Morale stands for mental health and it is a sum of several qualities like courage , resolution , confidence
.High morale and effective performance go hand to hand. Motivation is a process that account for an
individual intensity, direction , and persistence of effort towards attaining a goal.
13. TO GIVE AND RECEIVE INFORMATION
. Communication’s main idea is to give and receive information because managers need complete ,
accurate and precise information to plan and organize employee need it to translate planning in to
reality. Information will cover all aspects of the business.

14. TO PROVIDE COUNSELLING

Counseling is given to solve employees mental stress and improve the employees productivity.

15. TO IMPROVE DISCIPLINE

. Finally discipline is the foremost part of any business communication. The various disciplinary codes are
effectively communicated to employees through disciplinary codes.
 Notes on Business Communication
By:- Rahul Goel- AM Training & development

Importance of Business Communication

The role or importance of business communication is discussed below:

1. Exchanging information: Communication is mainly the exchange of information between two or

more parties. Through communication, organizations exchange information with internal and
external parties. Communication also brings dynamism in organizational activities and helps in
attaining goals.
2. Preparing plans and policies: Communication helps in preparing organizational plans and policies.
Realistic plans and policies require adequate and relevant information. The managers collect
required information from reliable sources through communication.
3. Execution of plans and plaices: For timely implementation of plans and policies, managers must
disseminate those in the whole organization. In order to disseminate the plans and policies to the
internal and external parties, managers rely on communication.
4. Increasing employee’s efficiency: Communication also helps in increasing the efficiency of
employees. With the help of communication, organizational objectives, plans, policies, rules,
directives and other complex matters explain to the employees that broaden their knowledge and
thus help them to be efficient. Achieving goals: Effective communication helps the employees at
all levels to be conscious and attentive. It ensures timely accomplishment of jobs and easy
achievement of goals.
5. Solving problems: Through various communication channels, the managers can be informed of
various routine and non-time problems of the organization and accordingly they take the
necessary actions of steps to solve the problems.
6. Making decisions: Making timely decisions requires updated information. Through effective
communication, managers can collect information from different corners and can make the right
decisions.
7. Improving industrial relation: Industrial relation is the relation between workers and management
in the workplace. Good industrial relation is always desired for business success. Communication
plays a vital role in creating and maintaining good industrial relation.
8. Publicity of goods and services: In the modern age, business is becoming highly competitive. Almost
very competing manufacturer produces products of common consumption. However, all of them
cannot sell equally well. The organization that can communicate better, can also sell better.
9. Removing controversies: Effective communication allows smooth flow of information among
various parties involved in the negotiation or transaction. As a result, conflicts, controversies and
disagreements can be resolved easily.
10. Enhancing employee satisfaction: If there is free and fair flow of information in the organization, it
will certainly bring mutual understanding between management and workers. Such understanding
enhances the satisfaction of employees.
11. Enhancing loyalty: Effective communication helps the managers to be aware of the performance of
their subordinates. In such a situation, the subordinates try to show their good performance. Later
on, if management praises their performance, it will enhance employees’ loyalty.
 Notes on Business Communication
By:- Rahul Goel- AM Training & development

CHARACTERISTICS OF EFFECTIVE BUSINESS MESSAGES

In evolving an effective system of communication, the management should consider the following
essentials for effective communication:

(1) Clarity of Information:

Commenting on the ‘communication realism’ Terry says that first essential of effective communication is
to ‘inform yourself fully’. It implies that first of all the communicator must be clear in his mind with the
information he wants to communicate. Communication should always be in common and easily
understandable language so that it may not be misunderstood by the persons receiving it.

(2) Adequacy of Message:

The message to be communicated should be adequate and complete in all respects since incomplete
information turns out to be dangerous from the viewpoint of business. The adequacy of information
being transmitted depends upon the intellectual capabilities of parties concerned.

(3) Consistency of Message:

The message to be communicated should not be mutually conflicting rather it should be in line with the
overall objectives, policies, programmes and procedures of the organisation. Self-contradictory
messages always create chaos and confusion in the organisation which is highly detrimental to the
efficient running of the enterprise. If the message is amended from the previous one, the fact should be
clearly stated so that the chances of confusion can be reduced.

(4) Feedback:
Feedback is an important method of ensuring effective communication. It refers to the confirmation of
the idea communicated whether the message has been understood by the receiver in the same sense in
which the sender makes or whether the recipient is agreed or disagreed to the proposal of the
communicator, makes it essential on the part of the sender to confirm it from the receiver.
In case of face to face communication, it is easier to get feedback information observing the emotions
and expressions on the face of the receiver. But, for written communication, the management should
devise or evolve suitable means and ways for making communication more effective.

(5) Understanding the Receiver:

Understanding is the main aim of communication. The communication must create proper
understanding in the mind of the receiver. Killian advised, “communicate with an awareness of the total
physical and human setting in which the information will be received.
Picture the place of work; determine the receptivity and understanding levels of the receivers; be aware
of social climate and customs, question the information’s timeliness. Ask what, when and in which
manner you would like to be communicated with if you were in a similar environment and position.”

(6) Consultation:
It is generally desirable to consult others in planning communication. This will provide additional insight
and objectivity to the message. An important advantage of consultation will be that those who have
been taken into confidence while planning communication will lend active support.
 Notes on Business Communication
By:- Rahul Goel- AM Training & development

(7) Determine Medium:

After having decided the subject matter it should be determined as to how best this message is to be
communicated. All aspects of oral or written communication must be carefully examined.

(8) Tone and Content:

The communicator must be careful about the language he uses while speaking or writing. His tone,
expression and emotion will have a definite impact on the effectiveness or otherwise of what he is trying
to communicate.

(9) Timing and Timeliness:

Proper attention should be given to the timing and timeliness of the communication. The same message
will be received or responded differently by different individuals and groups at one time and differently
by the same individuals and groups at different times.
Even in an emergency one dare not overlook the situational, psychological and technical aspect of
timing. Moreover, it is also necessary that information should be given in time as out-of-date
information is as bad as or worse than none at all.

(10) Support with Action:

It is highly necessary that the actions of the communicator should support his communication. This is
because action speaks louder than words. The most persuasive communication, it should be noted, is
not what one says but what one does.

(11) Listening:
A very important aspect of effective communication is that executives and supervisors should be good
listeners. It is dangerous to be inattentive or indifferent when others are attempting to communicate.
The ten commandments of American Management Association state: “Listening is one of the most
important, most difficult and most neglected Skills M communications.
It demands that we concentrate not only on the explicit meanings another person is expressing, but on
the implicit meanings, unspoken words, and undertones that may be far more significant. Thus, we must
learn to listen with the inner ear if we are to know the inner man. ”

(12) Environment of Trust and Confidence:

F.E. Fischer has pointed out that ‘communication grows best in a climate of trust and confidence’. Every
effort should, therefore, be made to win confidence by reporting facts honestly. Employees need to be
convinced and feel that the company is truthful and sincere in its contacts.
Paul Arnold, President of Arnold Bakeries: “If your employee’s relation programme is a sound one, if
your intent is true, if your people believe in that intent, and in that truth, then and only then you are
successfully communicating.”

(13) Keeping the System Always Alive:

The system of communication should be kept open and alive all the year round. It is only by honest
attempts that good communication relations can be developed.
 Notes on Business Communication
By:- Rahul Goel- AM Training & development

Barriers to effective communication

A. Physical barriers
Internal structure of the organization and layout of office machines and equipments creates physical
barriers in communication
a. Distance: – communication is found obstructed in long distance. Like communication between
America and Nepal.
b. Noise: – it is from external sources and affects the communication process. Noise negatively
affects the accuracy
c. Physical arrangement: – the physical arrangement of organizational sources like men, money,
material and machine obstruct the communication process.

B. Semantic barriers
The use of difficult and multiple use of languages, words, figures, symbols create semantic barriers.
a. Language: – we can find some words having different meaning. As meaning sent by the sender can
be quite different from the meaning understood by the receiver. Long and complex sentences creates
problem in communication process.
b. Jargons: – technical or unfamiliar language creates barriers to communication that may be drawn
from the literature. So message should be simple and condensed as far as possible so that no confusion
creation will be there to the receiver.

C. Organizational barriers
It is raised from the organizational goals, regulations, structure and culture.
a. Poor planning: – it refers to the designing, encoding, channel selection and conflicting signals in the
organization.
b. Structure complexities:- difficult organizational structure barrier for free flow of information.
Appropriate communication process must be used.
c. Status differences: – it creates barrier for communication. Superior provides information to the
subordinate about plans and policies. Different information is provided by different subordinates who
create barrier in communication.
d. Organizational distance:- distance between sender and receiver also creates barriers to effective
communication.
e. Information overload: – if superior provides too much information to the subordinate in short
period receiver suffers from information overload which creates barriers to effective communication.
f. Timing: – communication can be obstructed if not done on time. If the information is not provided
in time it creates barriers to effective communication.

D. Psychological barriers
It is the barriers to effective communication created from the lack of interest of the people from whom
the communication is meant. People do not pay attention to the communication which are not
interesting to them and which do not fulfill their want.
a. Perception: – it is the process of accepting and interpreting the information by the receiver. People
receive things differently for a various number of reasons.
b. Filtering: – communication some time filters the negative information to make it more favorable to
the receiver. In this process, knowingly or unknowingly some valuable information may be disposed.
c. Distrust: – superior provides information or message to the subordinates to their own view, ideas
and opinion which create obstruction in communication.
 Notes on Business Communication
By:- Rahul Goel- AM Training & development
d. Emotions: – emotion also creates barriers to effective communication like anger, het, mistrust,
jealousy etc.
e. Viewpoint: – it also creates barriers to effective communication. It the receiver doesn’t clear the
message and ignore without hearing, the message may create obstructions.
f. Defensiveness: – if the receiver receives the message as threat and interprets that message in the
same way, it creates barriers to effective communication.

7 C’s of Business Communication

We can spend almost our entire day communicating. So, how can we provide a huge boost to our
productivity? We can make sure that we communicate in the clearest, most effective way possible.
This is why the 7 Cs of Communication are helpful. The 7 Cs provide a checklist for making sure that
your meetings , emails , conference calls , reports , andpresentations are well constructed
and clear – so your audience gets your message.
According to the 7 Cs, communication needs to be:
1. Clear.
2. Concise.
3. Concrete.
4. Correct.
5. Coherent.
6. Complete.
7. Courteous.
In this article, we look at each of the 7 Cs of Communication, and we'll illustrate each element with both
good and bad examples.
1. Clear
When writing or speaking to someone, be clear about your goal or message. What is your purpose in
communicating with this person? If you're not sure, then your audience won't be sure either.
To be clear, try to minimize the number of ideas in each sentence. Make sure that it's easy for your
reader to understand your meaning. People shouldn't have to "read between the lines" and make
assumptions on their own to understand what you're trying to say.
Bad Example
Hi John,
I wanted to write you a quick note about Daniel, who's working in your department. He's a great asset,
and I'd like to talk to you more about him when you have time.
Best,
Skip
What is this email about? Well, we're not sure. First, if there are multiple Daniels in John's department,
John won't know who Skip is talking about.
Next, what is Daniel doing, specifically, that's so great? We don't know that either. It's so vague that
John will definitely have to write back for more information.
Last, what is the purpose of this email? Does Skip simply want to have an idle chat about Daniel, or is
there some more specific goal here? There's no sense of purpose to this message, so it's a bit confusing.
Good Example
Hi John,
I wanted to write you a quick note about Daniel Kedar, who's working in your department. In recent
weeks, he's helped the IT department through several pressing deadlines on his own time.
 Notes on Business Communication
By:- Rahul Goel- AM Training & development
We've got a tough upgrade project due to run over the next three months, and his knowledge and skills
would prove invaluable. Could we please have his help with this work?
I'd appreciate speaking with you about this. When is it best to call you to discuss this further?
Best wishes,
Skip
This second message is much clearer, because the reader has the information he needs to take action.
2. Concise
When you're concise in your communication, you stick to the point and keep it brief. Your audience
doesn't want to read six sentences when you could communicate your message in three.
 Are there any adjectives or "filler words" that you can delete? You can often eliminate words like
"for instance," "you see," "definitely," "kind of," "literally," "basically," or "I mean."
 Are there any unnecessary sentences?
 Have you repeated the point several times, in different ways?
Bad Example
Hi Matt,
I wanted to touch base with you about the email marketing campaign we kind of sketched out last
Thursday. I really think that our target market is definitely going to want to see the company's
philanthropic efforts. I think that could make a big impact, and it would stay in their minds longer than a
sales pitch.
For instance, if we talk about the company's efforts to become sustainable, as well as the charity work
we're doing in local schools, then the people that we want to attract are going to remember our
message longer. The impact will just be greater.
What do you think?
Jessica
This email is too long! There's repetition, and there's plenty of "filler" taking up space.
Good Example
Watch what happens when we're concise and take out the filler words:
Hi Matt,
I wanted to quickly discuss the email marketing campaign that we analyzed last Thursday. Our target
market will want to know about the company's philanthropic efforts, especially our goals to become
sustainable and help local schools.
This would make a far greater impact, and it would stay in their minds longer than a traditional sales
pitch.
What do you think?
Jessica
3. Concrete
When your message is concrete, then your audience has a clear picture of what you're telling them.
There are details (but not too many!) and vivid facts, and there's laser-like focus. Your message is solid.
Bad Example
Consider this advertising copy:
The Lunchbox Wizard will save you time every day.
A statement like this probably won't sell many of these products. There's no passion, no vivid detail,
nothing that creates emotion, and nothing that tells people in the audience why they should care. This
message isn't concrete enough to make a difference.
Good Example
How much time do you spend every day packing your kids' lunches? No more! Just take a complete
Lunchbox Wizard from your refrigerator each day to give your kids a healthy lunch and have more time
to play or read with them!
 Notes on Business Communication
By:- Rahul Goel- AM Training & development
This copy is better because there are vivid images. The audience can picture spending quality time with
their kids – and what parent could argue with that? And mentioning that the product is stored in the
refrigerator explains how the idea is practical. The message has come alive through these details.
4. Correct
When your communication is correct, it fits your audience. And correct communication is also error-free
communication.
 Do the technical terms you use fit your audience's level of education or knowledge?
 Have you checked your writing for grammatical errors? Remember, spell checkers won't catch
everything.
 Are all names and titles spelled correctly?
Bad Example
Hi Daniel,
Thanks so much for meeting me at lunch today! I enjoyed our conservation, and I'm looking forward to
moving ahead on our project. I'm sure that the two-weak deadline won't be an issue.
Thanks again, and I'll speak to you soon!
Best,
Jack Miller

If you read that example fast, then you might not have caught any errors. But on closer inspection, you'll
find two. Can you see them?
The first error is that the writer accidentally typed conservation instead of conversation. This common
error can happen when you're typing too fast. The other error is using weak instead of week.
Again, spell checkers won't catch word errors like this, which is why it's so important to proofread
everything!
5. Coherent
When your communication is coherent, it's logical. All points are connected and relevant to the main
topic, and the tone and flow of the text is consistent.
Bad Example
Traci,
I wanted to write you a quick note about the report you finished last week. I gave it to Michelle to proof,
and she wanted to make sure you knew about the department meeting we're having this Friday. We'll
be creating an outline for the new employee handbook.
Thanks,
Michelle
As you can see, this email doesn't communicate its point very well. Where is Michelle's feedback on
Traci's report? She started to mention it, but then she changed the topic to Friday's meeting.
Good Example
Hi Traci,
I wanted to write you a quick note about the report you finished last week. I gave it to Michelle to proof,
and she let me know that there are a few changes that you'll need to make. She'll email you her detailed
comments later this afternoon.
Thanks,
Michelle
Notice that in the good example, Michelle does not mention Friday's meeting. This is because the
meeting reminder should be an entirely separate email. This way, Traci can delete the report feedback
email after she makes her changes, but save the email about the meeting as her reminder to attend.
Each email has only one main topic.
6. Complete
 Notes on Business Communication
By:- Rahul Goel- AM Training & development
In a complete message, the audience has everything they need to be informed and, if applicable, take
action.
 Does your message include a "call to action," so that your audience clearly knows what you want
them to do?
 Have you included all relevant information – contact names, dates, times, locations, and so on?
Bad Example
Hi everyone,
I just wanted to send you all a reminder about the meeting we're having tomorrow!
See you then,
Chris
This message is not complete, for obvious reasons. What meeting? When is it? Where? Chris has left his
team without the necessary information.
Good Example
Hi everyone,
I just wanted to remind you about tomorrow's meeting on the new telecommuting policies. The meeting
will be at 10:00 a.m. in the second-level conference room. Please let me know if you can't attend.
See you then,
Chris
7. Courteous
Courteous communication is friendly, open, and honest. There are no hidden insults or passive-
aggressive tones. You keep your reader's viewpoint in mind, and you're empathetic to their needs.
Bad Example
Jeff,
I wanted to let you know that I don't appreciate how your team always monopolizes the discussion at
our weekly meetings. I have a lot of projects, and I really need time to get my team's progress discussed
as well. So far, thanks to your department, I haven't been able to do that. Can you make sure they make
time for me and my team next week?
Thanks,
Phil
Well, that's hardly courteous! Messages like this can potentially start office-wide fights. And this email
does nothing but create bad feelings, and lower productivity and morale. A little bit of courtesy, even in
difficult situations, can go a long way.
Good Example
Hi Jeff,
I wanted to write you a quick note to ask a favor. During our weekly meetings, your team does an
excellent job of highlighting their progress. But this uses some of the time available for my team to
highlight theirs. I'd really appreciate it if you could give my team a little extra time each week to fully
cover their progress reports.
Thanks so much, and please let me know if there's anything I can do for you!
Best,
Phil
What a difference! This email is courteous and friendly, and it has little chance of spreading bad feelings
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 Notes on Business Communication
By:- Rahul Goel- AM Training & development

Referential Books :
1) Business Communication – K.K.Sinha – Galgotia Publishing Company, New Delhi.
2) Media and Communication Management – C.S. Rayudu – Hikalaya Publishing House, Bombay.
3) Essentials of Business Communication – Rajendra Pal and J.S. Korlhalli- Sultan Chand & Sons, New Delhi.
4) Business Communication (Principles, Methods and Techniques) Nirmal Singh – Deep &Deep Publications Pvt.
Ltd., New Delhi.
5) Business Communication – Dr.S.V.Kadvekar, Prin.Dr.C.N.Rawal and Prof.Ravindra Kothavade- Diamond
Publications, Pune.
6) Business Correspondence and Report Writing – R.C. Sharma, Krishna Mohan – Tata McGraw-Hill Publishing
Company Limited, New Delhi.
7) Communicate to Win – Richard Denny – Kogan Page India Privat Limited, New Delhi.
8) Modern Business Correspondence – L.Gartside – The English Language Book Society and Macdonald and Evans
Ltd.
9) Business Communication – M.Balasubrahmanyan –Vani Education Books.
10) Creating a Successful CV –Siman Howard – Dorling Kidersley.