CONTENTS

Unit Contents Page No.

1 FUNDAMENTALS OF BUSINESS COMMUNICATION 1-26

2 COMMUNICATION IN ORGANIZATION 27-43

3 DEVELOPING ORAL BUSINESS COMMUNICATION SKILLS 44-53

4 THE IMPORTANCE OF LISTENING AND READING SKILLS 54-60

5 GUIDELINES FOR WRITTEN BUSINESS COMMUNICATION 61-94

TECHNOLOGY ENABLED COMMUNICATION, COMMUNICATION

6 95-102
STRATEGY FOR MANAGERS
 Business Communication

UNIT - I NOTES
FUNDAMENTALS OF BUSINESS
COMMUNICATION

• Meaning & importance of communication in Business

• Essentials of effective communication
• Channels of communication & their effectiveness, Limitations
• Barriers to Communication
• Approaches to effective communication

LEARNING OBJECTIVES
After studying this lesson, you will be able to do the following:
• Explain the meaning of communication and describe the communication
process;
• Define business communication and explain its importance in business
world
• Discuss what aspects are important for making communication effective
• List different channels of communication along with their advantages
and limitations
• Identify and explain the barriers to communication
• Discuss the approaches that should be used to make communication
effective
• Explain how to overcome the communication barriers

OUTLINE OF THE UNIT

• Meaning & importance of communication in Business
• What is Communication & its Process?
• What is Business Communication?
• Importance of Business communication

• Essentials of effective communication

• Clarity of purpose
FUNDAMENTALS OF
• Be well informed BUSINESS
COMMUNICATION 1
 Business Communication • Analyze the audience
• Avoid Jargons
• Communicate Confidently
NOTES
• Be Consistent
• Keep it simple
• Be straightforward
• Address your target
• Good listening

• 7 C’s of Communication
• Completeness.
• Concreteness.
• Courtesy
• Correctness
• Clarity
• Consideration
• Conciseness
• Creativity

• Channels of communication & their effectiveness, Limitations

• What is a communication Channel
• Types of Communication Channels
• Formal
• Informal
• Unofficial
• Advantages & Limitations of Communication Channels

• Barriers to Communication
• Semantic Barriers
• Psychological or Emotional Barriers
• Organizational Barriers
• Personal Barriers
• Physical Barriers
FUNDAMENTALS OF • Cultural
BUSINESS
2 COMMUNICATION
 Overcoming the Barriers to Effective Interpersonal Communication Business Communication
• Approaches to effective communication
• Know your audience
NOTES
• Understand perceptions and mental maps
• Know exactly what you want to achieve.
• Be willing to share what you know and hear what you don't know.
• Be charismatic, witty, and mindful of what your face and body
are conveying nonverbally
• Put yourself in your audience's shoes,
• Be a good listener.
• Ask the right types of questions at the right time
• Invite feedback.
• Stay focused on what you want to achieve

Meaning & importance of communication in Business

Definition
Communication is the process of transferring information with the purpose
of creating understanding between senders and receivers. It makes use of one or
more written, oral, visual, or electronic channels. The core of communication is
sharing—providing data, information, and insights in an exchange that benefits
both you and the people with whom you are communicating.
Business communication is information sharing between people either
within or outside an organization so that the organization benefits from it
commercially. It can also be defined as transmission of information within a

FUNDAMENTALS OF
BUSINESS
COMMUNICATION 3
 Business Communication business by its people. In addition, business communication can also refer to how
a company shares information to ensure the promotion of its product or services
to probable consumer.
NOTES Communication in any form to promote a product, service, or organization
with an aim to promote sales can be termed as business communication. In
business communication, message is conveyed through various channels of
communication including internet, print (publications), radio, television, outdoor,
and word of mouth.

Concept
Communication is sharing our feelings, ideas and opinions with others. This
can be intellectual, personal, spoken or written in nature. Man is invariably a
social animal and we live in groups. Our social needs demand that we share our
thoughts with others. This can be called communication. It is a two-way process.
In oral communication, we have speakers (sender)and listeners
(Receiver) who send and receive verbal messages from each other. In
written communication there are writers and readers, whereas in visualization
and observation we have signs and symbols.
Communication is not only the transmission of a message or the message
itself. It is the mutual exchange of understanding, which originates from the
receiver. Every business demands communication to be effective.
Communication is the soul of management. The basic functions of management
(Planning, Organizing, Staffing, Directing and Controlling) cannot be executed
well without effective communication.
Business communication requires continuous flow of information. Feedback
is fundamental part of business communication. Organizations these days are
very complex involving large number of people. There are various levels of
hierarchy in an organization. Greater the number of levels, the more difficult is
the job of managing the organization. Communication here plays a very
important role in process of directing and controlling the people in the
organization. Immediate feedback can be obtained and misunderstandings if any
can be avoided. There should be effective communication between superiors and
subordinates in an organization, between organization and society at large. It is
essential for success and growth of an organization. Communication gaps should
be avoided in any organization.
Business Communication is target oriented. The rules, regulations and
policies of a company have to be communicated clearly to people within and
outside the organization. Business Communication is regulated by certain rules
and norms. In early times, business communication was limited to paper-work,
telephone calls etc. But now with advent of technology, we have cell phones,
video conferencing, emails, satellite communication to support business
FUNDAMENTALS OF communication. Effective business communication helps in building goodwill
BUSINESS of an organization.
4 COMMUNICATION
 Effective business communication skills are imperative for successful Business Communication
interactions between co-worker and customer. Both the speaker and the listener
have equal responsibility of making the message clear. Effective communication
goes far beyond simple speech and hearing. Body language, tone of voice, word NOTES
choice, message clarification and communication style all come into play, and
can make the difference between success and failure in interpersonal transactions
and interactions.

Communication Process
Communication is a process of exchanging messages both -verbal and non
verbal. It is a continuous process. Pre-requisite of communication is a message.
This message must be conveyed to the receiver through some medium. It is
important that this message must be understood by the recipient in same terms
as intended by the sender. He must respond within a time frame. Thus,
communication is a two way process and is not complete without a feedback
from the recipient to the sender on how well the message is understood by him.
By its very nature, Communication is interactive. The importance and
meaning of communication relate to the fact that receivers and senders of
messages are connected through space and time. Communication as a process
has two participants – the sender of the message and the receiver of the message.
When these messages are transmitted, they activate the person, who is the
receiver. This response is the objective of communication. Thus, we can say that
communication requires a source, a sender, a message and a person at the
receiving end. Human beings are primarily related to the study of communication.
Nevertheless, this process is present in all living things and is a fundamental and
universal process. Communication influences the activities of the human
community at large.

Components of Communication Process

THE SOURCE – PLANNING YOUR MESSAGE

To Plan your communication
• Understand your objective. Why are you communicating?
• Understand your audience. With whom are you communicating? FUNDAMENTALS OF
What do they need to know? BUSINESS
COMMUNICATION 5
 Business Communication • Plan what you want to say, and how you'll send the message.
• Good communicators use the KISS ("Keep it Short and Simple")
principle. They know that less is often more, and that good
NOTES communication should be efficient as well as effective.
ENCODING is putting thought or information into words, signs or symbols.
• This allows the message to be conveyed to the receiver
• ENCODING -CREATING A CLEAR, WELL-CRAFTED
MESSAGE
• The source/sender initiates the process by encoding a thought.
When you know what you want to say, decide exactly how you'll say it.
It is your responsibility to send a clear and concise message.
• The message is the actual physical product of the sender’s
encoding
PRODUCT – Speech; Written words; Gestures

ENCODING
Changing ideas into symbols + organizing into a message
• An effective communicator ensures that his target recipient
understands what is being communicated.
• Words, tone and actions that you choose to encode your idea represent
specific content meaning and therefore, choose them wisely.
• Keep the target recipient in mind.
• Knowledge of receivers education level, experience, viewpoints,
culture
• Does the recipient understand the words used?
• Does the recipient have the maturity and enough experience to
understand what is being communicated?

CHOOSING THE RIGHT CHANNEL

Along with encoding the message, it is important to choose the best
communication channel to send it.
You have to be efficient, and make the most of your communication
opportunity.
To determine the best way to send a message, we should consider the
following:
• The sensitivity and emotional content of the subject.
FUNDAMENTALS OF • How easy it is to communicate in detail.
BUSINESS
6 COMMUNICATION • The receiver's preferences.
 • Time constraints. Business Communication
• The need to ask and answer questions.

3 Typical Communication Channels NOTES

• Two way, Face to Face Informal Conversations, Interviews, Meetings,
oral, presentations, speeches, Videoconferencing
• Two way, Not Face to Face Telephone conversations, Online chats,
Text messages
• One way, Not Face to Face letters, memos, reports, electronic
communications such as email, fax, voice mail, WebPages

DECODING-RECEIVING AND INTERPRETING A MESSAGE

The process of inferring the message is known as decoding
The receiver’s task is to interpret the sender’s message, both verbal and non-
verbal, with as little distortion as possible.
Because words and non verbal signals have different meaning to different
people, a number of problems can occur at this point in the communication
process due to:
• Receivers Vocabulary ,Word Usage
• Authority of the sender
• Nonverbal Signals of the sender
• Different culture , values & beliefs
• Receivers close mind, unreceptive to new idea
• Receivers preconceived notions
FEEDBACK-IS THE RESPONSE RECEIVED BY THE RECEIVER
FROM THE SENDER Feedback is response or the reaction from the receiver.
In the absence of feedback, you can't be convinced that people have understood
your message.
Feedback can be verbal or non-verbal, including body language.
By watching the facial expressions, gestures, and posture of your receiver,
you can spot:
• Confidence levels.
• Defensiveness.
• Agreement.
• Comprehension (or lack of understanding).
• Level of interest.
FUNDAMENTALS OF
BUSINESS
COMMUNICATION 7
 Business Communication NOISE - Anything that disrupts the communication process for example
language
It refers to anything that hampers any stage of the communication process
NOTES
The Elements of Communication Process
• Sender
• Encode
• Channel
• Decode
• Receiver
• Feedback

Importance of Business communication

Whether you want to start your own company or find your place in an
existing firm, communication skills will be essential to your success. In fact, if
you are looking for a assured way to stand out from your competition, improving
your communication skills may be the single most significant step you can take.
Employers often express frustration at the poor communication skills of many
employees. If you learn to write, speak, listen effectively, and recognize the
appropriate way to communicate in various business situations, you will always
have an edge over your colleagues that will serve you throughout your career.

Communication is effective only when the intended message is understood

by the receiver and when it stimulates desired actions or encourages the audience
to think in new ways. Effective communication yields a number of important
FUNDAMENTALS OF benefits for an individual as well as for the organization:
BUSINESS • Better decision making based on timely, reliable information
8 COMMUNICATION
 • Faster problem solving, where less time is spent on understanding Business Communication
problems and more time is spent on creating solutions
• Prior warning of potential problems, from rising business costs to
critical safety issues NOTES

• Increased productivity and lower costs

• Clearer and more persuasive marketing messages
• Enhanced professional images for both employees and companies
• Greater engagement between employees and their work, leading to
higher employee satisfaction and lower employee turnover
• Better financial results and higher investment returns for investors
• Stronger relations between a company and its stakeholders
On the contrary, when communication breaks down, the results can be
anything from loss of time to something disastrous. At every stage of your career,
communication will help you succeed, and the higher you rise in your
organization, the more important role communication plays.

Essentials of effective communication

You can have the best ideas in the world, but they will do no good to your
company or your career if you can’t express them clearly and persuasively.
No matter how good you are at your professional field be it accounting,
engineering, law, employers expect you to be proficient in a wide range of
communication tasks. In fact, employers start judging your ability to
communicate before you even show up for your first interview, and the process
of evaluation never really stops. Fortunately, these are the same skills that will
help you progress in your career:

What Employers Expect

• Ability to organize ideas and information logically and completely
• Ability to express ideas and information coherently and persuasively
• Effective Reading and listening so as to extract the intended meaning
from other people’s messages
• Communicating effectively with people from diverse backgrounds and
experiences
• Ability to use communication technologies effectively and efficiently
• Ability to follow the accepted standards of grammar, spelling, and quality
writing and speaking skills.
• Communicating in a civilized manner that is in line with the
contemporary expectations of business etiquette
• Communicating ethically, even when choices aren’t crystal clear FUNDAMENTALS OF
• Using your time productively BUSINESS
COMMUNICATION 9
 Business Communication You can use the following techniques to make your messages practical,
factual, concise, clear, and persuasive:
• Provide practical information.
NOTES
• Give facts rather than vague impressions.
• Present information in a concise, efficient manner.
• Communicate expectations and responsibilities clearly
• Using time productively
• Clarity of purpose
• Be well informed
• Analyze the audience
• Avoid Jargons
• Communicate Confidently
• Be Consistent
• Keep it simple
• Be straightforward
• Address your target
• Good listening

Seven C’s of Effective Communication

There are 7 C’s of effective communication which are applicable to both
written as well as oral communication. These are as follows:
Completeness - The communication must be complete. It should put across
all facts required by the audience. The sender of the message must take into
consideration the receiver’s mind- set and convey the message accordingly. A
complete communication has following benefits:
• Complete communication develops and enhances reputation of an
organization.
• It is cost saving as no vital information is missing and no additional cost
is incurred in conveying extra message if the communication is complete.
• A complete communication always gives additional information
wherever required. It leaves no doubts in the mind of receiver.
• Complete communication helps in better decision-making by the
audience/readers/receivers as they get all desired and crucial information.
• It convinces the receivers.
FUNDAMENTALS OF Conciseness - Conciseness means being brief, to the point and
BUSINESS communicating what you want to convey in least possible words without
10 COMMUNICATION
compromising on the other C’s of communication. Conciseness is a necessity for Business Communication
effective communication. Concise communication has following features:
• It is both time-saving as well as cost-saving.
NOTES
• By avoiding the use of excessive and unnecessary words, it underlines
and highlights the main message.
• Concise communication provides short and essential message in limited
words to the audience.
• Concise message is more appealing and understandable to the audience.
• Concise message is non-repetitive in nature.
Consideration - Consideration implies “stepping into the shoes of others”.
Effective communication must take the audience into thought, i.e. the audience’s
view points, background, mind-set, education level, etc. Make an attempt to
visualize your audience, their requirements, emotions as well as problems. Ensure
that the self-respect of the audience is maintained and their emotions are not
harmed. Alter your words in message to suit the audience’s needs while making
your message complete. Features of considerate communication are as follows:
• Stress on “you” approach.
• Identify with the audience and show interest in the audience. This will
stimulate a positive reaction from them.
• Have an optimistic approach towards your audience. Focus on “what is
possible” rather than “what is not possible”. Emphasize on positive words
such as jovial, committed, thanks, warm, healthy, help, etc.
Clarity - Clarity implies focusing on a specific message or goal at a time,
rather than trying to achieve too much at once. A clear message leaves no
ambiguity in the mind of the receiver. Clarity in communication has following
features:
• Understanding becomes easier.
• Complete clarity of thoughts and ideas augments the meaning of
message.
• Clear message makes use of exact, appropriate and concrete words.
Concreteness - Concrete communication implies being meticulous and clear
rather than unclear and general. Concreteness strengthens the confidence.
Concrete message has following features:
• It is supported with specific facts and figures.
• It makes use of words that are clear and that build the reputation.
• Concrete messages are not misinterpreted.
Courtesy - Courtesy in message implies the message should show the FUNDAMENTALS OF
sender’s expression as well as should respect the receiver. The sender of the BUSINESS
COMMUNICATION 11
 Business Communication message should be sincerely polite, thoughtful, insightful and eager. Courteous
message has following features:
• Courteous message takes into account both viewpoints as well as feelings
NOTES of the receiver.
• Courteous message is positive and focused at the audience.
• It makes use of terms that reflect respect for the receiver of message.
• It is not unbiased.
Correctness - Correct communication is the one which is free from any
grammatical errors or spelling mistakes. Correct communication has following
features:
• The message is exact, correct and well-timed.
• A correct communication boosts up the confidence level.
• Correct message has greater impact on the audience/readers.
• The facts and figures used in the message are precise and accurate.
• It makes use of appropriate and correct language in the message.
Awareness of these 7 C’s of communication makes you an effective
communicator

Forms of communication
Types of Communication
• On the basis of organization relationship
• Formal
• Informal
• On the basis of Flow
• Downwards
• Vertical/upward
• Horizontal/Lateral
• On the basis of Expression
• Verbal Oral
• Verbal Written
• Non Verbal

Broadly there are three types of communication

• Verbal communication which involves listening to a person to understand
FUNDAMENTALS OF the meaning of a message,
BUSINESS • Written communication in which a message is read,
12 COMMUNICATION
 • Nonverbal communication which involves observing a person and trying Business Communication
to interpret meaning.
Let’s start with verbal communication, which is the most common form of
communication. NOTES

Verbal Communication
It occurs through words and spoken words. In oral communication there are
two parties involved who exchange words through speech either through Face-
to-face communication between individual and individual or individual and
group.
In business the verbal communication takes place either over the phone or
in person. The medium of the message is oral.

Benefits of oral communication

• Immediate feedback which is the biggest benefit of oral communication
as feedback is received immediately to both speaker and listener.
• Time saving it is very fast and save lots of time of organization.
• Economical as it saves stationery of the organization

Channels of oral communication/ Types of Verbal Communication

o Face to face conversation
o Telephonic conversation
o Presentation
o Public speech
o Interviews
o Group discussions
o Meetings
o Negotiations

Benefits
• Personal touch: it builds a healthy environment in the organization by
bringing superior and subordinate together.
• Flexible: involves less time and effort has to be used and oral words can
be modified according to speaker.

Disadvantages
• Poor retention
• No record FUNDAMENTALS OF
• Misunderstanding BUSINESS
COMMUNICATION 13
 Business Communication • Lengthy message cannot be sent
• Lack of responsibility

NOTES Verbal written communication

Written communication is often resorted to by the management for message
that is lengthy and have to be made permanent. Written communication involve
transmission of information through letters, notices, memos, etc

Benefits of written communication

o Repetition it can read again and again.
o Precision and accuracy of written messages are prepared with due thought
and care.
o Permanent record is maintained for future reference.
o Lengthy message – it is suitable for lengthy messages

Disadvantages
o Time consuming
o Costly
o Rigid
o Impersonal
o Delays feedback

Channels of written communication:

o Letter
o Memo
o Notice
o Circular
o Report
o Minutes

Oral vs. written

In contrast to verbal communication, which is oral, written business
communications are printed or written messages. Examples of written
communication include memos, proposals, e-mails, letters, training manuals, and
operating policies. They may be printed on paper or appear on the screen.
Synchrony is not essential in written communication, that is, the sender can write
a message that the receiver can read at any time, unlike a conversation that is
FUNDAMENTALS OF carried on in real time. A written communication can also be read by many people
BUSINESS (such as all employees in a department or all customers). It’s a “one-to-many”
14 COMMUNICATION communication, as opposed to oral communication which may be a one-to-one
conversation. There are exceptions, of course: A voice mail is an oral message Business Communication
that is asynchronous. Conference calls and speeches are oral one-to-many
communication, and e-mails can have either only one recipient or many as well.
Normally, a verbal communication takes place in real time. Written NOTES
communication, on the other hand, can be created over a longer period of time.
It also can be collaborative, i.e. a number of people can contribute to the content
of one document before it is sent to the intended receiver.
Verbal and written communication has their own strengths and weaknesses.
In a formal communication, the decision to communicate verbally or in written
form can be a powerful one. When determining whether to communicate verbally
or in writing, ask yourself: Do I want to convey facts or feelings? When you want
to convey feelings, Verbal communications are a better choice. Written
communication do a better job of conveying facts.
Imagine a manager making a speech to a team of 20 employees. The
manager is speaking at a normal pace. The employees appear interested. But how
much information is being transmitted? Probably not as much as the speaker
believes. The fact is that humans listen much faster than they speak. The average
public speaker communicates at a speed of about 125 words a minute, and that
pace sounds fine to the audience. In fact, anything faster than that probably would
sound unusual. Someone having an excited conversation speaks at about 150
words a minute. Based on these numbers, we could assume that the audience has
more than enough time to take in each word the speaker delivers, which actually
creates a problem. The average person in the audience can hear 400 to 500 words
a minute (Lee & Hatesohl, 2008). The audience has more than enough time to
hear than what actually falls on their ears. As a result, their minds may wander
and they tend to lose focus.
Oral communication is the most often used and common form of
communication, but it is also an inherently flawed medium for conveying specific
facts and important information. Listeners’ minds wander. It’s a completely
normal psychological occurrence. Hence in business, once we understand this
fact, we can make more intelligent communication choices based on the kind of
information we want to convey.

Oral
• May not be precise
• Communication is expressed through spoken words
• Oral communication may not be complete .It may difficult to understand it
• It may not be taken seriously
• It is generally informal in nature
• Messages may not be verifiable FUNDAMENTALS OF
• Messages can be quickly exchanged . BUSINESS
COMMUNICATION 15
 Business Communication Written
• It can be precise
• Communication is expressed in writing
NOTES
• It is not difficult to understand written communication if it is expressed
in unambiguous terms
• It is generally taken seriously
• It is formal in nature
• Written messages is verifiable from the record
• Transmission of message and response takes a lot of time

Nonverbal Communication
What you say is a fundamental part of any communication. But,
surprisingly, what you don’t say can be even more important. Research shows
that nonverbal indications are so crucial that can affect whether or not you get a
job offer. Judges examining videotapes of actual applicants with the sound turned
off, were able to assess the social skills of job candidates. They watched the rate
of gesturing, time spent talking and style of dressing to determine which
candidates would be the most socially successful on the job (Gifford, Ng, &
Wilkinson, 1985). Research also shows that 55% of in-person communication
comes from nonverbal cues such as facial expressions, body language, and tone
of voice. According to one study, only 7% of a receiver’s comprehension of a
message is based on the sender’s actual words, 38% is based on paralanguage
(the tone, pace, and volume of speech), and 55% is based on nonverbal cues
(body language) (Mehrabian, 1981). To be effective communicators, our body
language, appearance, and tone must align with the words we’re trying to convey.
Research shows that when individuals are lying, they are more likely to blink
more frequently, shift their weight, and shrug (Siegman, 1985).
The same message said in a different tone can change the perceived meaning
of a message. The table below shows how clearly this can be true. If we only
read these words, we would be left to wonder, but during a conversation, the tone
conveys a great deal of information.

Non verbal aspects of written communication

• Body Language
• Appearance
• Clothing
• Posture
• Facial expressions
FUNDAMENTALS OF • Smile
BUSINESS
16 COMMUNICATION • Eye contact
 • Gestures Business Communication
• Energy
• Space
NOTES
• Time
• Paralanguage

Choosing the most appropriate method depends upon

• The reason (e.g. important = written)
• The recipient (e.g. internal/external)
• The technology available
• The urgency of the message (e.g. fast = courier or ICT)
• The complexity of the message (e.g. very complex = written)
• Whether instant feedback needed
• Nonverbal Communication

Channels of communication & their effectiveness, Limitations.

In an organization, information flows in various directions like -forward,
backwards and sideways. This flow of information is called communication. The
way this information flows within the organization is referred to as
Communication channels.
A manager becomes a link in this web known as communication.
Instructions or decisions flow upwards, downwards or sideways, depending on
the position of the manager in the communication web. For example, a report
from a subordinate will flow upwards to superiors. This upward flow of
information can be face-to-face conversations, emails or interdepartmental
memos.
The channel, or medium, used to communicate a message plays a very
crucial role and affects how accurately the message will be received. Channels
vary in their “information-richness.” Information-rich channels convey more
nonverbal information. Research shows that effective managers tend to use more
information-rich communication channels than less effective managers (Allen &
Griffeth, 1997′ Yates & Orlikowski, 1992).
The key to effective communication is to match the communication channel
with the goal of the message (Barry & Fulmer, 2004). For example, written media
may be a better choice when the sender wants a record or legal proof of the
content, has less urgency for a response, is physically separated from the receiver,
and doesn’t require a lot of feedback from the receiver, or when the message is
complicated and may take some time to understand.
FUNDAMENTALS OF
BUSINESS
COMMUNICATION 17
 Business Communication Oral communication, on the other hand, makes more sense when the sender
is conveying a sensitive or emotional message, may require associated body
language to convey the feelings, needs feedback immediately, and does not need
NOTES a permanent record of the conversation.

Types / Channels of communication

There are different types of communication. They are:
1. Person to person
2. One person to many persons
3. Many persons to many persons
There are three major modes of communication.
1. Speaking – Listening
In this mode of communication the sender and the receiver are
physically present at the same time same place. This interaction is face-
to-face and person to-person. It includes body language, sharing of
ideas and immediate feedback as well as reinforcement.. This mode
of communication is generally used in seminars, classrooms, debates
etc. This communication channel is more lively and effective.

2. Writing – Reading
In this mode of communication, the receiver or decoder is not
physically present in front of the sender or encoder. Still, there is a
chance for the sender and receiver of messages to enjoy and appreciate
the feelings of each other. Language is always the vehicle for
communication and often changeable into other forms. For example,
English language can be changed into visual symbols, graphic signs
and even Braille system of language for the blind. Reading is possible
in all the forms and equally effective as it is in the face-to-face
communication. Though instant feedback is not possible, this is
perhaps the most commonly used mode of communication.

3. Visualising – Observing
In this mode of communication, sender encodes the messages in the
form of symbols and signs. Receiver decodes these signals and feels
the impact of the ideas conveyed. Dramatization and audio-visual
experiences come into this category. Communication carried out is
many to many and person to many. In spite of separation between the
producer of the signs and receiver of the signals, the clear expression
of language leaves a greater impact. If we analyze the types of
communication, they can be classified as oral and written
FUNDAMENTALS OF communication. In the case of oral communication, direct interaction
BUSINESS saves time, creates greater impact, gives personal touch and provides
18 COMMUNICATION
 space for immediate feedback and reinforcement, which leads to Business Communication
proper evaluation and flexible action. Still, oral communication is not
completely rid of gap, which can be physical, social and economic in
nature. Written communication which is a permanent record conveys NOTES
more information. It involves more time and investment. Apart from
these two types of communication there are a number of ramifications.

Ramifications in formal communication

1. Downward communication: In this type of communication,
communication flows from higher to lever levels and it is directive in
nature. Orders, commands, comments, memos, rules and regulations,
etc., come in to this category.
2. Upward communication: This communication is processed from
sub-ordinates to their superiors. This is usually used to receive
feedback by the employer or management. Sometimes this feedback
or upward communication helps the superiors to carry out downward
communication.
3. Lateral communication: Also termed as horizontal communication,
this includes interaction and communication between the sub-ordinates
of same cadre. To interlink activities of different branches or
departments, lateral communication is very helpful. The small delays
caused by downward communication can be overcome in lateral
communication.

Ramifications in informal communication

The kind of communication carried outside the formal system is called as
informal communication or grapevine communication. It is further classified into
the following patterns.
1. The straight chain pattern: When the communication is of
simulating nature, secrecy is maintained. It is then that the straight
chain pattern is followed. The communication carried out is linear in
fashion. For example, A to B to C and so on.
2. The informal star pattern: In this pattern of communication, one
single person communicates with many people and gives the
information. Here only one single person is the initiator or the origin
of the grapevine. This information given may be slightly different from
person to person and it is often related to rumours or other kind of false
information.
3. The probability pattern: In this type of communication one person
will convey the message to one or two persons and they in turn will
communicate with others. The person pase the information selectively FUNDAMENTALS OF
BUSINESS
to others whom he trusts. This pattern has the possibility of COMMUNICATION 19
 Business Communication inadvertence and this creates a problem. Some persons may not get
the information or they may be left out.
4. The cluster net pattern: In this mode, one single person gives
NOTES message to others, which they give to others either in a linear pattern
or grapevine model. Here there is random selection of people – anyone
passing the information to anyone.A number of informal
communications follow this pattern.
In a typical classroom that is neither conventional nor contemporary in
nature, all the above-discussed patterns, types and modes of communication are
followed. But this is all is not enough for communicating ably in a classroom,
because more than a few barriers prevail in any given situation and they hinder
the flow of communication process. It is very useful to know in detail, what are
the barriers of communication.
• What is a communication Channel
• Types of Communication Channels
• Formal
• Informal
• Unofficial
• Advantages & Limitations of Communication Channels

Barriers to Communication
A barrier is something like a rule, law or policy which makes it difficult for
people to do or achieve something. It can be a problem that prevents people to
agree, work or communicate with each other. Anything that obstructs
communication at the physical, intelligence or emotional level is said to be a
barrier to communication. Thus we can say that barriers are the reasons why
inter-personal communication fails. The sender may try to say something and the
receiver may perceive it differently. For communication to be effective, both the
parties involved must be aware of the various barriers to communication and
make efforts to avoid and overcome them.
Let us see what the various barriers to communication are. For ease of
understanding, we broadly categorize them under following headings:

FUNDAMENTALS OF
BUSINESS
20 COMMUNICATION
 Business Communication

NOTES

Physical Barriers
Environment – environment refers to the weather and climatic conditions
which can impair communication. Poor lighting, improper sound system, extreme
temperature conditions like too hot or too cold can affect the morale of an
individual thus rendering communicating ineffective.
Distance – the physical distance between the sender and the receiver also
creates problem for communication. For example, people working on the same
project who are located on different floors or buildings of the office find it
difficult to communicate directly. They take the help of other modes of
communication like telephone/E-mail/Message. This may not be as effective as
Face-to-face communication due to the associated body language.
Noise – Natural noise present in the surroundings can create disturbance.
In addition thunder, lightning, noise from a construction site and traffic signal,
people whispering in the crowd, phones ringing are few examples of physical
barriers to communication.
Defects in the medium – technical problems like computer virus, network
failure, telephone defects are external shortcomings which are not in the hands
of the parties involved in communication. These can occur anytime and we
cannot trust the physical devices of communication at all times. Messages due
to the defects in the medium may get distorted, deferred or lost.
Information overload – inappropriate time management may lead to
accumulation of tasks which may be difficult to handle by an employee thus
creating a barrier to effective communication. Too much of information given in
very less time can lead to information overload thus making communication
ineffective. This is in case of radio advertisements which carry long messages in
short span of time or hoardings exhibiting too much of written information in
very small space. In both the situations, the receiver may not be able to FUNDAMENTALS OF
comprehend the information correctly and completely. Too many people allocated BUSINESS
COMMUNICATION 21
 Business Communication for the same task or vice-versa, duplication of information/instructions and work
overload can also act as a barrier to communication.
Language Barriers: Language is the most vital tool for communication but
NOTES at the same time very complicated. It requires skillful handling on part of the
sender. Even people speaking the same language can interpret a message
differently for various reasons like difference in generations, culture, regional
diversity, social background, education, upbringing to name a few. Can you think
of some more factors that can lead to Language barriers?
The meaning that comes to the mind of person is often related to his
profession.
E.g. charge for an Engineer could mean + ve or –ve charge
For a Doctor it could mean fees
For a Lawyer/ Policeman it could mean charges against a criminal.
Let us see few more examples where language can act as a barrier.
Words with different meanings: They are known as homonyms. Such words
have same spelling and pronunciation but different meanings.
E.g.
Spring
Ring
Desert
Activity: Think of few more examples and frame sentences using words
with different meanings in the same sentence.
Words which sound the same: These are known as homophones. They have
different spellings and meanings but same pronunciation. Such words can be
misinterpreted in oral communication.
E.g.
Cite/sight/site
Deer/dear
Buy/bye/by
Activity: List down few more similar examples
Words with different pronunciation: they are known as homographs. Such
words have same spelling but the pronunciation and meaning is different.
E.g.
Wound ------------ wound
Polish ----------------- polish
FUNDAMENTALS OF
BUSINESS Wind ---------------------- wind
22 COMMUNICATION
 Minute----------------------- minute Business Communication
Activity: frame correct sentences using both the words in same sentence.

Language barriers could also arise due to NOTES

• Use of technical language/Jargon
• Lack of clarity in speech
• Incorrect pronunciation
• Regional diversity in use of language
• Linguistic chaos
Socio Psychological Barriers: the effectiveness of communication depends
on the emotional state and the psychology of both the parties involved in
communication. Psychological barriers are very difficult to overcome but they
have to be set aside for communication to be effective. People have different
fears, likes, dislikes, tolerance levels and hence they react differently to each
situation. In fact our reaction to same situation at different times could be diverse.
This depends on the place, the circumstances and the state of mind in which we
are at that time.
Let us see the various types of socio psychological barriers
• Attitude
• Opinions
• Filtering of message
• Self-image
• Closed mind
• Status block
• Group identification
• Premature evaluation
• Distrust
• Poor retention skills
Cross Cultural Barriers: Culture is reflected in the way a person behaves
talks and thinks. Today the entire world is like a global village and employees
are expected to work across different cultures. The global market has created
many opportunities for work across different countries/cultures but with
challenges of effective cross cultural communication. Ineffective cross cultural
communication can create problems for the employee, employer and all the
stakeholders. Hence all the executives working on global assignments are
imparted cross cultural training by their respective employers to be effective
communicators. Let us see what are the different cross cultural barriers: FUNDAMENTALS OF
BUSINESS
COMMUNICATION 23
 Business Communication • Language
• Body-Language/Behavior
• Ethnocentrism
NOTES
• Values, Ethics, Beliefs
• Concept of space
• Concept of time
• Stereotypes and Prejudices
• Social relationships
• Religion
• Individual appearance
Organizational Barriers: this refers to the problems in flow of information
amongst employees in an Organization. It is said that 90% of the problems at
work place are due to ineffective communication. Thus, it is the top priority of
the management to ensure effective communication networks and strategies are
in place. The success and failure of any Organization depends on how effectively
it handles the internal and external communication. The advent of new
technology, catering to a culturally diverse work force and clients are a challenge
for organizations to maintain healthy communication channels. By understanding
the various organizational barriers they have to overcome the same to thrive in
the global competitive environment.
Workspace design – Seating arrangement, physical comfort and cubicle
design can all either hamper or foster effective communication. Closed doors
and cabins also pose a threat to open communication channels. The Management
can take precautions to avoid this type of barrier at work place.
Organizational policies, rules regulations – often the policies of an
Organization decide the extent of communication amongst it’s employees. Very
stringent policies or too much dependence on written communication holds back
the employees from communicating freely. In such cases, the message or decision
making may get delayed.
Over dependence on technology – this could pose a threat in case of some
technical failure or where some of the employees may not be techno savvy.
Complexity in organizational structure – too many levels in the
organization can hamper the communication. It is said that only 20% of the
message reaches the intended person if it has to cross many authorities. Flat
organizational structures will help overcome this difficulty.
Organizational facilities – refers to all the tools required by the employees
for effective communication like telephone, computers/laptops, printer, internet
FUNDAMENTALS OF connectivity, stationery etc. In absence of these facilities, employees may not be
BUSINESS able to communicate effectively.
24 COMMUNICATION
 Authoritarian attitude of the Management – this obstructs free flow of Business Communication
communication as employees may feel threatened or demotivated.
Weak delivery/Poor communication skills – on part of the sender or
receiver may hamper effective communication. The messages in such case are NOTES
not interpreted properly and may create problems for the organization.
Distractions in the environment – could be for various reasons like:
• Speaker is not audible
• Many people talking in the room at the same time
• Disturbance created due to nearby vehicles, phones ringing.
• incoming emails
• pre-occupied minds
• one is supposed to be somewhere else at that moment
• Uncomfortable room conditions like temperature, ventilation, seating
arrangement etc.
Cultural differences/ difference of opinions amongst employees –
sometimes barriers may arise when working with a team member from different
religion, state or country. Some persons are not good team players or not
compatible. In such cases, the employees are reluctant to communicate and the
communication is not that effective. Overcoming such differences amongst the
work force is an uphill task for the Organization.

Overcoming Barriers to communication

• Reducing the physical barriers is the top management’s responsibility.
• Semantic barriers can be removed by careful use of language, short
sentences, simple words with clear meaning.
• Personal barriers can be overcome by conscious efforts for improving
communication skills.
• People have to make efforts to be aware of barriers and take care to avoid
them.
• Understand the needs of your audience.
• Training in effective communication.
• Reviewing & revising communication networks periodically
• Ensure proper feedback
• Be a good listener
• Do not create or allow disturbances.
• Keep an open mind FUNDAMENTALS OF
• Be aware of cultural differences. BUSINESS
COMMUNICATION 25
 Business Communication Approaches to effective communication
• Know your audience
• Understand perceptions and mental maps
NOTES
• Know exactly what you want to achieve.
• Be willing to share what you know and hear what you don't know.
• Be charismatic, witty, and mindful of what your face and body are
conveying nonverbally
• Put yourself in your audience's shoes,
• Be a good listener.
• Ask the right types of questions at the right time
• Invite feedback.
• Stay focused on what you want to achieve

*****

FUNDAMENTALS OF
BUSINESS
26 COMMUNICATION
 Business Communication

UNIT - II NOTES
COMMUNICATION IN
ORGANIZATION

• Communication needs of Business Organization

• Strategies for improving Organizational communication
• Modes and levels of communication in organization
• Direction of flow of communication in organization
• Networks of flow of communication-Wheel, Chain Network, Circle
Network Etc
• Feedback, types of feedback, importance of feedback,
• Intra-organizational communication, Inter organizational communication.
Inter-culture communication.

LEARNING OBJECTIVES
After studying this lesson, you will be able to do the following:
• Explain the importance of communication and describe the
communication needs of Business organization.
• Understand different strategies to improve communication within an
organization
• Discuss different modes and levels of communication in organization
• List different networks of communication along with their advantages
and limitations
When your message is being sent and those receiving it understand it clearly
and entirely then it amounts to Good communication. Thus, they are more likely
to respond to it in a positive manner. When this occurs, it means the message
was communicated effectively. A customer who receives poor communication
from an employee will most likely have a hostile response to a company. The
reason for this could be because the listener does not possess a clear
understanding of what the sender is actually saying. Perhaps the request is
unclear, or maybe the person listening did not pay close enough attention.
One of the most basic functions of management in any organization is
Communication. Its importance can never be over emphasized. It is the process
of exchanging ideas, thoughts, information, opinions, and plans between various
parts of an organization or sometimes to those on the outside of an organization. COMMUNICATION IN
ORGANIZATION 27
 Business Communication Such outsiders are the people who have a vested interest in the business and need
to know the information.
Communication is essential for building relations. Good and effective
NOTES communication is required for both personal as well as successful business
relationships. For written communications, you can use business software and
other popular applications, or you can utilize the telephone and in-person methods
for the spoken part. Irrespective of the mode of communication, make sure there
is both talking and listening going on and that you take the time out to carefully
consider what is being said to you.
All three forms of communication are important to a business. The written
communications can serve as a record of sorts while the phone conversations can
pave way for the beginning of a great business relationship. The in-person
communication will also help to further promote the business principles as well
as the products. Face-to-face communication is especially important between
companies and their customers to build trust. This is what keeps them coming
back time and again. It can place the business in the forefront of many situations
that are perfect for acquiring and maintaining goodwill with customers.
Effective business communication helps build a good relationship between
the management and the workforce, which can help increase productivity and
the company's bottom line. Poor communication in business can result in a
number of unforeseen problems, including discontented customers, delayed
projects, and diminishing productivity and much more.

Communication needs of Business Organization

Communication plays a significantly important role in all aspects of a
business. Business communication may be in-house or external. With internal
communication, you are dealing with staff in meetings or via such written
messages as emails and text messages. With external communicating, you are
dealing with suppliers, clients, government organizations or other businesses.
Communication needs in the business environment are as follows:

Increased Productivity
The success of any project depends upon the ability of employees to work
together, and the foundation to successful teamwork is effective business
communication. This promotes understanding and builds trust between the
employers and the staff. That's one significance of business communication.
Effective communication within an organization involves listening to your
staff members and responding to their needs. This builds confidence in what they
do and helps in accomplishing the desired task fast and effectively. People are
also unlikely to make mistakes when there is effective communication. And even
if they make mistakes, you are in a position to correct them without creating an
unfriendly working environment.
COMMUNICATION IN
28 ORGANIZATION
Help Grow Customer Base Business Communication
A customer is without a doubt the lifeblood of any business. Businesses rely
on clients for their survival. Effective external communication can help retain
the existing customers as well as attract new customers. For instance, your NOTES
marketing plan can persuade customers to shop for your goods or visit your store.
A good public relations campaign may use the media to build your business'
image in the local community. Knowing your clients' characteristics will help
you determine when, where, and how to connect with them. Never leave any
opportunity that enables you to connect with your existing customers and
potential customers.

Improve Business Partnership

Another importance of effective communication in business is improved
partnership. Communication is crucial when dealing with suppliers and other
external business contacts. Sometimes suppliers need to be regularly updated on
all the products so they can determine areas that they need to improve. Also, you
may need to form an alliance with other businesses at some point. How effective
you relate with these businesses will help determine whether or not you will
succeed in these areas. If your company develops a reputation as an entity that's
easy to form a partnership with, you can significantly increase your chances of
forming business relationships with other entities.

Facilitate Business Innovations

The final importance of effective business communication is that with it
help facilitate business innovation. In this globalized world, you will need to take
advantage of this fact and make your audience and customer base broad and
strong. If both the management and employees communicate well, it builds better
relationship and ensures transparency. Business innovation happens when staff
feels comfortable to convey opinions and ideas. For instance, if you are
considering launching a new product, effective communication can play an
integral role in how fast you introduce the new product to the market, how well
your sales team performs and how it is received by your market.

Strategies for improving Organizational Communication

Following are the tried-and-tested techniques for improving
organizational communication:
Encourage Open feedback: If accurate information is the key to effective
communication, then organizations should encourage feedback. After all, feedback
is the prime source of communication. But then again there lies some risk factors
such as, workers may get afraid of the repercussions they may face when being
extremely open with their superiors. Likewise, high-ranking officials may be
somewhat apprehensive about hearing what is really on their workers' minds. In
other words, people in organizations may be reluctant to give and receive feedback
- a situation that can wreak havoc on organizational communication. COMMUNICATION IN
ORGANIZATION 29
 Business Communication These problems can be coped and curbed out by following some of these
techniques:
360-degree feedback: A formal system in which people at all levels give
NOTES feedback to others at different levels and receive feedback from them as well as
outsiders - including customers and suppliers. This technique is used in
companies such as Hewlett-Packard, Motorola and 3M.
Suggestion Systems: These are programmes that invite employers to
submit ideas about how something may be improved. Employees are generally
rewarded when their ideas are implemented. For example, the idea of mounting
film boxes onto cards that hang from display stands, which is common today,
originally came from a Kodak employee.
Corporate hotlines: These are telephone lines staffed by corporate officials
ready to answer questions and listen to comments. These are particularly useful
during times of change when employees are likely to be full of questions. For
example, AT&T used hotlines in the early 1980s during the time period of its
anti-trust divestiture.
Use simple language: No matter what field you are in, chances are that it
has it's own special language - it's jargon. The trick of using jargon wisely is to
know your audience. If the individuals with whom you are communicating
understand the jargon, using it can help facilitate communication. However, when
addressing audiences whose members are unfamiliar with the specialized
language; simple, straight-forward language is bound to be most effective. In
either case, rationale is the same: communicators should speak the language of
their audience. Although you may be tempted to try to impress your audience by
using big words, you may have little impact on them if they do not understand
you. The advice is clear : Follow the KISS rule (Keep it Short and Simple).
Avoid Overload: Imagine this scene: You are up late one night at the end
of the term. You are writing a paper and studying for finals, all at the same time.
Your desk is piled high with books when your roommate comes in to explain
what you should do to prepare for the end-semester party. If this sounds familiar
to you, then you probably know that it is unlikely that you would be able to
concentrate on the things you are doing. After all, when people are confronted
with more information than they can process at any given time, their performance
tends to suffer. This condition is known as overload.
Staying competitive in today's hectic world often requires doing many
things at once - but without threatening the performance, which is often the result
when communication channels are overloaded. Fortunately, several things can
be done to avoid, or at least minimize, the problem of information overloaded.

Some of these are given below

Rely on Gatekeepers: People whose jobs require them to control the flow
COMMUNICATION IN of information to potentially overloaded individuals, groups or organizations are
30 ORGANIZATION
known as gatekeepers. In making the appointments of top executives, Business Communication
administrative assistants actually provide gatekeeping service to them.
Practice Queuing : Queuing involves lining up incoming information so
that it can be attended to in an orderly fashion. Air traffic controllers do this when NOTES
they 'stack' incoming planes in a holding pattern so as to prevent them from
tragically 'overloading' the runway.
Walk the talk : When it comes to effective communication, actions
definitely speak louder than words. Too often, communication is hampered by
the practice of saying one thing but meaning something else. Also, whenever
implicit messages (e.g., 'we may be cutting jobs') contradict official messages
(e.g., 'don't worry, the company is stable'), it is bound to result in confusion.
This is especially problematic when the inconsistency comes from the top.
In fact, one of the most effective ways of fostering effective organizational
communication is for CEOs to 'walk the talk', i.e., to match their deeds to their
words. After all, a boss would lose credibility if he/ she told his/ her employees
'my door is always open to you', but was never available for a consultation. Good
communication demands consistency. For words to be heard as loud as actions,
the two must match.
Be a good listener : Effective communication involves more than just
presenting messages clearly. It also involves doing a good job for comprehending
messages sent by others. Although most of us take listening for granted, effective
listening is an important skill. In fact, given that managers spend about 40% of
their time listening to others, but only 25% on effective listening, the latter is a
skill that could be developed in most of us. When we speak of effective listening,
we are not referring to the passive act of just taking in information the following.
Rather, effective listening involves three important elements:
Being non-judgmental while taking in information from others.
Acknowledging speakers in ways that encourage them to continue speaking.
Attempting to advance the speaker's ideas to the next step.
In a business scenario, we do not attempt to change individual personality
traits, nor, for that matter, is it possible; but we can surely understand the role of
an individual in communication breakdown.
"Communication is at the heart and soul of the organization : It is the key
to organizational success. It exists in everything we say and do, and also in things
we don't say and don't do. It is the essence of the organization; it is all pervasive."
~ Eileen Scholes

Modes of communication in organization

If we want that organization to prosper, maintaining good communication
within an organization is absolutely crucial. There are many different types of
organizational communication. However, all types of organization COMMUNICATION IN
ORGANIZATION 31
 Business Communication communication have this in common: they help members of an organization to
work together as a team, and they help to prevent and restore any disputes or
moments of conflict that arise.
NOTES Organizational communication means communication among people in an
organization. To understand the meaning of the term, ‘organizational
communication’, let us first analyze the meaning of related terms such as
‘organization’, ‘organize’, ‘organization, and ‘communication.
An ‘organization’ is a group of people who are working together towards a
common goal – or for a particular purpose. These people are said to be
‘organized’. In order for these people to work together, they need to be able to
communicate their aims and intentions – and also any challenges or problems
that arise.
The word ‘organize’ comes from the Latin ‘organum’, which means
‘instrument’ or ‘tool’. This etymology shows that an organization is all about
creating a group of people who work together like a living instrument to get a
certain job done.
The word ‘organizational’ comes from the Latin word ‘organisare’.
Organisare means to work, or to work together as part of a system. From the
nineteenth century onward, the word organization came to mean, specifically, a
business establishment. So, organizational means relating to a business
establishment.
The word ‘communcation’ comes from the Latin word’ communicare’. This
word means to share. So, communication is all about sharing information.
Communication can take many forms. For example, verbal communication is
communication using words (for example in a face to face meeting). Written
communication, on the other hand, can take the form of a letter, a memo or an
email.
So, in sum, organization communication means the sharing of information
between people in a business establishment. It is this type of communication that
enables the organization to stay organized.

Modes of Communication

Verbal Communication: Communication, in which words (spoken or

written) are used to transmit information is called verbal communication. It can
be done in two ways:
Oral communication: E.g. Face to face conversation, telephonic
COMMUNICATION IN conversation, lectures, speeches, conferences, etc.
32 ORGANIZATION
 Written communication: E.g. Letters, emails, newsletters, SMS, etc. Business Communication
Non-verbal Communication: The communication between parties in
which words are not used as a means for interchanging message, i.e. except
words, other means are used like sounds, symbols, actions and expressions. NOTES
Communication takes place non-verbally through:
Body language, E.g. Gestures, postures, body movements, etc.
Paralanguage, E.g. Pitch variation, tone, speaking speed, word stress, etc.
Sign language E.g. Hand movement, facial expressions, etc.
Time language E.g. time used to communicate our message.
Space language, E.g. Space maintained between the parties to
communication, during the conversation.

Communication is the spine of the organization that without it no

organization can survive and operate effectively, towards attaining its goals. It is
the primary means, by which organizational members work together. Further, it
ties all the members of an organization in a single thread and let them respond to
and influence each other.

Forms of communication
Formal Communication: Is also known as official communication, it passes
through predefined channels which all the members of the organisation are bound
to follow. In every organisation, a corporate ladder is established, through which
communication flows, which can be:
Downward: Superior to subordinate
Upward: Subordinate to superior
COMMUNICATION IN
ORGANIZATION 33
 Business Communication

NOTES

Horizontal: Between employees of the same level, but different areas of

responsibility (department).
Diagonal: Between employees of different levels and department.
Informal Communication: Is also known as grapevine, it is spontaneous
form of communication that happens due to personal or social needs, amongst
the employees.
It is a secondary network of information in an organization, which can be:
• Single strand chain
• Gossip chain
• Probability chain
• Cluster chain
Informal communication is the fastest form of communication that rapidly
transmits information to various members of the organization. Further, the
response of the members can also be obtained quickly.

Communication According to Direction

1. Downward Communication:
Communication which flows from the top to lower levels is referred
to as downward communication. The purpose of flow of information
from seniors to subordinates is normally to communicate policies,
procedures, orders and instructions. It may take the form of written
and oral instructions, letters, memos, company, publication etc.
COMMUNICATION IN Merits of Downward communication
34 ORGANIZATION
 Business Communication

NOTES

Mission and Goals: It informs the employees about the organization

mission, goals and how they should contribute their best to accomplish
this goal.
Plans and Policies: It provides the employees with information
regarding organizational plans and policies.
Duty and authority: It facilitates the employees in knowing what is
expected from them and the extent of their authority
Job Satisfaction: It increases employees’ job satisfaction by
communicating them about their better performance.

2. Upward Communication:
In an upward communication, the flow of communication is from the
lower level to the top level. The purpose of the same is to keep seniors
informed about the progress of work, difficulties faced, submit reports,
reaction, suggestion statements and proposals prepared for submission
to the boss and share feedback. It is the reverse of downward
communication. This sort of communication includes reactions and
suggestions from workers, their grievances etc.
Merits of upward communication are:
Feedback—It helps managers in receiving feedback from the lower
levels that helps them in carrying out the controlling function. It also
helps them in knowing the working attitude of employees.
Creative ideas- It provides managers with creative ideas and COMMUNICATION IN
suggestions which probably they could not have thought of. ORGANIZATION 35
 Business Communication Better relations- It strengthens superior sub-ordinate relationship and
improves harmonious industrial relations.
Overcomes resistance to change- It overcomes resistance to change on
NOTES the part of the employees as they are allowed to present their fears and
apprehensions before the management.
Increases motivation - It increases employees’ motivation to work.
Employees feel morally committed to their work if their grievances,
ideas, suggestions are considered by top managers.

3. Horizontal Communication:
It is a form of communication that takes place between 2 or more
persons working at a same level within the organization. It is the
Communication between various department or units with individuals
at the same level, or people within the same or different departments
without having a superior subordinate relationship.
It is also known as the lateral communication, sideways
communication, Inter-scalar communication. It flows between persons
at the same hierarchical level. It may take a written or oral form.
Merits of Horizontal Communication
It speeds up the flow of work in organization.
It facilitates problem-solving amongst members at the same level and
brings about co-ordination.
It develops mutual trust and confidence amongst similar position
holders of different departments.
It relieves top managers of the burden of solving problem of the lower
levels if they can manage to solve them on their own.

Communication Networks
Another way to classify communication is by network.
An organization’s formal communication network is comprised of all the
communication that runs along its official lines of authority. In other words, the
formal network follows reporting relationships. As you might expect, when a
manager sends an email to her sales team describing the new commission
structure for the next set of sales targets, that email (an example of downward
communication) is being sent along the company’s formal network that connects
managers to their subordinates.
Such a communication is that which is associated with the formal
organization structure and the official status or the position of the communicator
and the receiver. It travels through the formal channels officially recognized
COMMUNICATION IN positions in the organization chart. Formal communication is mostly in black and
36 ORGANIZATION
white. Thus, it is a deliberate attempt to regulate the flow of communication so Business Communication
as to ensure that information flows smoothly, accurately and timely.
The forms of formal communication are as under:
NOTES
Departmental meetings, Conference, Telephone calls, Company news
bulletins, Special interviews and special purpose publications and messages.
The main advantage of the formal communication is that the official
channels enable the routine and standardized information to pass without
claiming much of managerial attention. Essentially, executives and managers
may devote most of their precious time on matters of utmost significance.
But at the same time, the weakness of formal communication should not go
unaccounted. Communication through channel of command greatly obstructs
free and uninterrupted flow of information.
An informal communication network, on the other hand, doesn’t follow
authority lines and is established around the social affiliation of members of an
organization. Such networks are also described as “grapevine communication.”
They may come into being through the rumor mill, social networking, graffiti,
spoof newsletters, and spontaneous water-cooler conversations.
Informal communication is also known as ‘Grapevine’. It is free from all
sorts of formalities because it is used on informal relationships between the
parties, such as friendship, membership in the same club or association.
Persons at the executive levels also use informal communication when they
find it difficult to collect information from the workers. Such communication
includes comments, suggestions etc. It may be conveyed by a simple glance,
gesture, smile or mere silence.
Managers and executives also favor the growth and development of
informal network of communication off and on. This process, In fact serves a
very useful purpose in disseminating certain information which, in the general
interest of the organization, cannot be transmitted through the official channels.
Apart from that, it also offers the high and higher ups a clearer insight into
what the subordinates think and feel. But at the same time, the weaknesses of
the informal communication are also worth noting. It may be mentioned that this
process very often tends to pass distorted, misinterpreted, and inaccurate and
half- truth information and facts, depending on the circumstances and the
message. But still, executives and managers cannot do away with informal
communication.

Informal vs. Formal Networks

• Formal communication follows practices shaped by hierarchy,
technology systems, and official policy.
• Formal communication usually involves documentation, while informal
communication usually leaves no recorded trace for others to find or
share. COMMUNICATION IN
ORGANIZATION 37
 Business Communication • Formal communications in traditional organizations are frequently “one-
way”: They are initiated by management and received by employees.
• Formal Communication content is perceived as authoritative because it
NOTES originates from the highest levels of the company.
• Informal communication occurs in any direction and takes place between
individuals of different status and roles.
• Informal communication frequently crosses boundaries within an
organization and is commonly separate from work flows. That is, it often
occurs between people who do not work together directly but share an
affiliation or a common interest in the organization’s activities and/or a
motivation to perform their jobs well.
• Informal communication occurs outside an organization’s established
channels for conveying messages and transmitting information.
In the past, many organizations considered informal communication
(generally associated with interpersonal, horizontal communication) a hindrance
to effective organizational performance
and tried to stamp it out. This is no longer the case. The maintenance of
personal networks and social relationships through information communication
is understood to be a key factor in how people get work done. It might surprise
you to know that 75 percent of all organizations’ practices, policies, and
procedures are shared through grapevine communication.[1]
While informal communication is important to an organization, it also may
have disadvantages. When it takes the form of a “rumor mill” spreading
misinformation, informal communication is harmful and difficult to shut down
because its sources cannot be identified by management. Casual conversations
are often spontaneous, and participants may make incorrect statements or
promulgate inaccurate information. Less accountability is expected from informal
communications, which can cause people to be indiscreet, careless in their choice
of words, or disclose sensitive information.

Networks of flow communication

Could you imagine working in an environment where there was no clear
communication? Are you wondering what type of communication your company
uses? Having a good way of communicating and passing on decisions is vital to
any organization.
The pattern of contacts among the members of the organization and flow
of information among them is communication network. Network helps managers
to establish contacts in different patterns through communication flows. The
network depends upon the magnitude of the organization, nature of
communication channels in the organization and the number of persons involved
COMMUNICATION IN
38 ORGANIZATION in the process. There can be many patterns of communication network.
 A communication network refers to the method that employees pass on Business Communication
information to other employees in an organization. Let's take a look at four
different types: the wheel network, chain network, circle network, and all-channel
network. NOTES

Wheel Network
A wheel network is a style of communication where the leader is the only
one to receive or give communication. The leader, usually the supervisor or
owner in the company, is like the bright light in the middle of a Ferris wheel; the
light starts in the middle then gets passed on to all the spokes at the ends of the
wheel. This one person has to know everything about the business and relays all
messages. Employees have an exact idea of how decisions are made and how
communication is handled.
Here again, all messages flow through A, who is at the centre of the wheel.
He communicates with other members of the group, while members cannot
communicate with each other. This communication network is found in highly
formal organisation structures where task-oriented approach to leadership is
preferred to employee-oriented approach.
Here all subordinates receive commands from one superior. This is highly
centralized type of communication network where each subordinate receives
commands or instructions from a single authority or superior ‘A’ and wants the
immediate feedback.

For example, Gina is the owner and manager of a small boutique. She has
only five employees. Information comes from her directly to these employees,
and they communicate directly back to her. As the centralized decision maker,
it's important that she make the best decisions for the company.
Though direct and efficient, the wheel network has its disadvantages and
may not be appropriate for some situations or for companies with a greater
number of people. If the leader is not responsible, dedicated, or communicative,
the whole business will suffer. Likewise, a company with many employees needs
more decision makers or nothing would get done. Can you imagine if Google
only had one person making decisions?
COMMUNICATION IN
ORGANIZATION 39
 Business Communication Chain Network
In a chain network individuals communicate in a set sequence.
Communication starts at the top, like from a CEO, and works its way down to
NOTES the different levels of employees.
Similar to Y network, chain network also follows a formal chain of
command where information flows vertically upwards or downwards.
A superior and subordinate communicate with each other through vertical
chain of command, both upwards and downwards. Information distortion is not
likely to take place but communication system becomes time consuming
This network of communication follows the organisational hierarchy and
chain of command. All subordinates receive commands or instructions from their
superior. B, C, D and E, F, G are the subordinates to A in the organisational
hierarchy and receive commands from ‘A’ which follows the way shown in the
diagram.

This communication network is indeed like a chain in that the top of the
chain has to go through each individual link before getting to the end. The CEO
will talk to a manager who is next in the hierarchy but does not talk to a clerk at
the bottom of the hierarchy. The chain network often takes up time, and
communication may not be clear. This could cause people at the bottom to feel
discouraged, but it could also give them the motivation to move up the chain.
Do you remember playing the game telephone in school? You tell one
person a message, then they tell another person the same message, but by the
time it gets to the last person, the message is often different. Everyone perceives
information differently, so the more people that it goes through, the more it can
be altered. Would you want to be the last person that is supposed to say 'Al has
a nice hat,' but instead says, 'Al is really fat.' This could be the case in a chain
network.

Circle Network
In a circle network people of similar rank have open communication, and
the message will get relayed to other people in the group. For instance, the CEO
may pass information to the managers. Then the managers will pass on the
COMMUNICATION IN
40 ORGANIZATION information to the employees in their department.
 Business Communication

NOTES

This network is similar to chain network except that information flows in a

circular direction rather than vertical direction. A can communicate
simultaneously with two persons, B and C but to communicate with D, he has to
pass the messages through B or C and E.
All five persons cannot directly communicate with each other. In a circle
network, the lowest level worker can communicate with the top manager. (A
could be the top manager and C could be the lowest level worker). The formal
claim of command is, thus, not respected in this network.

Vertical Network
The vertical network is usually between the superior and subordinate and
vice-versa. It is two-way communication. The immediate feedback is possible
in this type of communication network. It is formal network.

Feedback
The message sent by the receiver back to the sender is called feedback. In
short, it is the response by the recipient. Communication is a two way process
which involves two parties –sender and receiver. Hence it is essential for the
sender to know whether the receiver has understood the message. The sender
needs to be sure that the message has been received in the same context as
intended. In face to face communication or one to one communication feedback
is no problem, the sender can ask the receiver directly or can make out from the
non -verbal communication of the receiver. In public speeches or written
communication, feedback is not immediate. Efforts have to be made to get
feedback from the receiver. Whatever may be the mode or channel (i.e., verbal,
non-verbal or written), feedback is very important. Feedback decides the success
or failure of any communication process.

COMMUNICATION IN
ORGANIZATION 41
 Business Communication Effective Feedback should be:
Clear
Well timed
NOTES
Specific
Have right attitude
Impersonal
Informative
True representation

Types of Feedback
According to Stone and Heen from Harvard, feedback is of three types
based on the objectives of seeking feedback- evaluation, appreciation and
coaching
Evaluation feedback: has to be taken immediately to let the person know
about his performance or where he stands. When an employee knows the
feedback, he knows where to correct himself and he feels more assured and safe.
He is more likely to take the feedback in the right spirit and improve his
performance.
Appreciation Feedback: is used when you want to thank or appreciate
someone for their achievements or performance. This is essential to encourage
and motivate employees to perform better. Appreciation feedback has to be
specific and authentic. It should look customized for each employee and not a
general one similar for all the employees.
Coaching Feedback: After you have evaluated the employee and appreciated
him for his performance, next step is to give him coaching feedback. The
objective is to encourage and inspire the employee for continued growth and
development.
Importance of Feedback: Giving and receiving the feedback strengthens the
relationship between the employees and the management. It creates a positive
learning attitude among the employees. They understand the problems in their
performance and are able to improve on the same with effective feedback. This
leads to a win-win situation for the management as well as the employees –the
employees are able to perform better and the organization is able to achieve its
goals with this enhanced productivity of the staff. Whatever is the time and place
of the feedback, its primary aim is to enhance the performance of the employees,
focus on their development and achieve positive outcomes for all the
stakeholders.

Inter-cultural communication
COMMUNICATION IN Culture is reflected in the way a person behaves talks and thinks. Today the
42 ORGANIZATION entire world is like a global village and employees are expected to work across
different cultures. The global market has created many opportunities for work Business Communication
across different countries/cultures but with challenges of effective cross cultural
communication. Ineffective cross cultural communication can create problems
for the employee, employer and all the stakeholders. Hence all the executives NOTES
working on global assignments are imparted cross cultural training by their
respective employers to be effective communicators.
Guidelines for effective communication across cultures:
Understanding and respecting Cultural Diversity
Developing Awareness of Individual Cultures, be sensitive towards other
cultures.
When you communicate cross-culturally, make particular efforts to keep
your communication clear, simple and unambiguous.
Seek help of trained translator, if required
Avoid slang and jargon – use day-to-day vocabulary
Don’t leap to conclusions, allow someone to finish, relax, be flexible
Listen and be attentive; concentrate on explicit and be sensitive to implicit;
Be aware of nonverbal cues and communication; establish common goals
Develop empathy- understand and appreciate the worldview of others
Treat others as you want to be treated
Don't assume that there is one right method of communication – that is
your’s
During an argument, be sure to have understood the variables well.
The key to succeed in cross cultural communication is taking the necessary
time to review, reflect, and put them into practice in actual scenarios. Think about
the people you are working with, take time to get to know their working style,
and consider things from their point of view. Do not make assumptions and do
not dismiss unfounded ideas. An important point to remember is that cross-
cultural teamwork is not about minimizing the differences between people; rather,
it is about making the most of the added value that a diverse team can offer

*****

COMMUNICATION IN
ORGANIZATION 43
 Business Communication

UNIT - III
DEVELOPING ORAL BUSINESS
NOTES

COMMUNICATION SKILLS

Contents
• Introduction to Oral Communication
• Speech Writing
• Creative Writing
• Public Speaking
• Presentation Skills
• Role Play, Debates, Quiz

Learning Objectives
After studying this lesson, you should be able to:
• Communicate effectively in public
• Learn effective Presentation Skills
• Develop Creative Writing Skills
• Know the dos and don’ts in extempore, role play, debates confidently

Oral Communication –Speech, Public Speaking

How does a speech differ from a general communication you are having
with your colleagues or friends? Well while talking to colleagues or friends, it is
a informal talk usually one to one or one to few. A Speech is a talk given to a
large gathering. Usually it is formal in nature. The purpose of a Speech is to
encourage, entertain, congratulate or appreciate. Hence the tone has to be cheerful
and congratulatory. Here are few things to follow or remember when delivering
a Speech –
Be very cautious about your posture. In the process of trying to focus on
our speech, we ignore our posture. Always avoid standing on one foot, shifting
weight from one foot to another or leaning on the podium/table. Putting hands
in the pocket sounds rude and should never be done in public speaking.
Keep movements and gestures to the minimum as too much of them would
distract the audience. It also reflects the anxiety of the speaker. Try to be as
DEVELOPING ORAL natural as possible while delivering a Speech. People like to listen to a more
BUSINESS COMMUNICA- relaxed and comfortable speaker.
44 TION SKILLS
 Lack of eye contact in public speaking depicts lack of confidence on part Business Communication
of the speaker. A good eye contact is important to create rapport with the
audience. It is advisable to make a brief eye contact with maximum number of
people in the audience. Though it is difficult to look into the eyes of the people NOTES
for beginners, it is an integral part of public speaking and should be practiced by
everyone while delivering a Speech.
Give the audience an impression that you’re enthusiastic about talking to
them. This will help to create an instant rapport with the people and they will be
more responsive and eager to listen to you.
Ask open-ended questions to the audience that will get them to talk about
their interests. Try to adapt to the body language and feelings of the people by
observing them. Tailor your body language, voice tone in a similar fashion so
that he audience responds positively.
Use words like “we, us, we’re, our, and ourselves” to instantly build a bond
with the people. This gives them an impression that you are on the same team.
Keep your best smile while speaking. This shows that you are interested in
talking to them and helps to connect with your audience.

Different type of Speeches

• Speech of Introduction –
• Such speech should not be too long or too short. Care should be taken to
mention the correct names, designations, company names . The anchor
has to carry an updated copy of the CV of the guest. Also try to add
something more about the guest than is mentioned in the CV. Take care
to mention the significant achievements of the speaker and skipping on
the less important ones.
• Sample opening sentences for Speech of Introduction:
• It gives me immense pleasure to introduce …..(name of guest)
• I am honored to introduce Mr…..(name of guest)
• Its my privilege to introduce Mr…..
• Ladies and Gentlemen let me take the opportunity to introduce Mr….
• It’s a skill not to be repetitive during speeches as the audience finds it
monotonous.

Welcome Speech
Any event begins with a Welcome speech and hence it has to be impactful.
It sets the tone for the entire event. The speaker has to ensure that his tone is
cheerful; he should be able to generate enthusiasm among the audience with his
speech. A Welcome speech has to be crisp and brief as the people are not in a
DEVELOPING ORAL
mood to listen to speeches. The speech should cover the objectives of the event BUSINESS COMMUNICA-
and give a brief outline of the table program. This enables the audience to know TION SKILLS 45
 Business Communication what they can expect from the program, what could be their takeaways. The
person delivering welcome has a huge responsibility to generate eagerness among
the people and they should wait for the event to start.
NOTES Points to be covered in Welcome Speech-
Welcome all the dignitaries, guests, people in the audience
Tell about your Organization, the work you are into (if there are significant
number of outsiders)
Give brief outline of the sub events
Give best wishes to the organizing team
Assure the audience how they will benefit by attending the program
Remember to be brief and sick to the point.

Vote of Thanks
• A vote of thanks is a short (2-3 minutes) expression of thanks to a speaker
on behalf of the audience and organization. Anchor should remember it
is not an evaluation and should not repeat the introduction of the speakers.
One has to maintain a neutral stand and not give his opinion on who is
right or wrong. Such a speech should not be prepared in detail in advance.
The person proposing a Vote of thanks should listen most carefully to the
speech. The proposer should pick out two or three points that s/he and/or
the audience found particularly interesting. The proposer should NOT
repeat those parts of the speech, nor discuss whether s/he agrees or
disagrees with them. He / She should not enter into any kind of debate.
• Sample sentences for vote of thanks –
• Honorable [name of guest], Respected [name of guest], Mr. Chairman,
our most valued invited guests, ladies and gentlemen!
• It's my privilege to have been asked to propose a vote of thanks on this
occasion.
• I, on behalf of [name of the organizer of the event] behalf extend a very
hearty vote of thanks to all speakers for gracing the occasion.
• Thanking the Speaker:
• A big 'Thank You' to [name of the speaker], for her/his efforts towards
[speech topic].
• Refer and respond to just one central idea of the speaker that you found
particularly interesting.
• For more than one speakers:
• I must mention our deep sense of appreciation for [name of speaker], for
DEVELOPING ORAL her/his explanation of [speech topic]
BUSINESS COMMUNICA-
46 TION SKILLS
 • Further, we are grateful to [speaker], for demonstrating her/his [speech Business Communication
topic]
• I like to express our sincere thanks to [name], for giving an excellent
coverage to [her or his speech topic] NOTES

• I also wish to express my gratitude to [name], for providing

encouragement at [speech topics]
• I am also very grateful to [name] for ….
• And, we also would like to acknowledge our gratitude to [name], for …
.
• Final Concluding words:
Mr. Chairman, ladies and gentlemen, once again I want to state that we are
all most grateful to all speakers on this stage.
• We thank you for being with us this evening - it’s been a great pleasure.
• Thank You Very Much!
• Remember: Be brief, clear and sharp, everybody has heard enough, and
want to leave.

Condolence Speech
This is a sad moment for all and remember to tone down your voice,
manner, body language. It is not advised to use flowery, ornamental language
while delivering a condolence speech. Make sure not to add to the sorrow/misery
of the receiver. He/she already is in grief and your objective is to help him
overcome that. Try to empathize with the person and assure him of any help
required.
Sample sentences for a Condolence Speech-
• Our heartfelt sympathy in this dark hour of your sorrow
• May you have the strength to bear the loss
• Greatly shocked at the sad news.
• If there is anything I can do, do not hesitate to let me know.
• My deepest sympathy in your great loss

Farewell speech
Planning a farewell speech is a intimidating task as you fall short of words
writing for your final day, be it your graduation, retirement or switching job. But
with careful planning, you can deliver a perfect farewell speech. Remember to
include the following points –
• Brief summary of your tenure with the company
• Sum up your experiences –what you enjoyed, admired, appreciated about DEVELOPING ORAL
your work place, colleagues or work. BUSINESS COMMUNICA-
TION SKILLS 47
 Business Communication • The appreciation, acknowledgment you have received from others
• Thank everyone for their support, encouragement, learning opportunities
• Share how this organization has helped you to grow, what you have learnt
NOTES
from your colleagues, boss.
• The reason why you are leaving, where you are going, about your new
work profile
• Good wishes for the organization and the people therein.
• Employee to his colleagues:
• Hello All,
I want to bid farewell to you all and inform you that I am leaving my
position at…(name of company).Tomorrow is my last day at work. I have
enjoyed working for this company and I appreciate having had this wonderful
opportunity to work with you all. During these last two years you all have
provided me support and through your encouragement and guidance I have been
able to excel at the projects offered to me. With many of you, I have shared a
unique camaraderie which I hope will continue in the years to come even though
I shall not be here with the company. I now look forward to this new position
that brings forth new challenges and adds more diverse experience to my career.
I do wish you and the company every success in all its future endeavors.

Employee to his Manager

• As I informed you in our meeting last week, my last working day at ABC
International is next Friday, September 29th. I want to take a few minutes
today to convey my thoughts in being part of your team for the last 2
years.I have been extremely satisfied with my work at ABC International.
Working under your guidance has been a learning and an enjoyable
experience. I thank you for your support and encouragement during these
two years.
• However, I feel that it is time for me to move on to new opportunities.
This decision was not an easy one and it took a lot of consideration. I
think it is in the best interests towards fulfilling my career goals. I want
to do my best in completing my existing responsibilities and then
ensuring a smooth transition. Also, I would like to thank you again, and
all others for the help and guidance during all these years of my
employment, and would like to extend my best wishes to the entire group.
Please feel free to contact me even later on in case you need help with
the transition of my responsibilities to another employee.

Creative writing
Creative writing is any form of writing which is written using the creativity
DEVELOPING ORAL
of mind: fiction writing, poetry writing, creative nonfiction writing etc. The
BUSINESS COMMUNICA-
48 TION SKILLS purpose is to express feelings, thoughts, or emotions. Creative writing is written
to entertain or educate someone, to spread awareness about something or Business Communication
someone, or to express one’s thoughts.
The only way to become proficient in creative writing is to keep writing. It
doesn’t matter whether you write once a day or a week or a month or anything NOTES
else. “Write regularly as much as you can inside your genre.” If you continue the
practice… you should start seeing results. Never break off from your work.

Do’s and Don’ts for Creative Writing

Write as much as you can
Try to make the opening lines grabbing, interesting and compelling for your
readers
Find out new writing methods, practices, advices
To become better writer, read other people’s work
Copying other’s work will not give you any credibility
People want to read simple, short paragraphs, do not use complicated,
flowery language. Keep it simple!
Avoid using too many adjectives and adverbs to describe your text.
Techniques to improve your Creative Writing:
Be thorough with your spellings, grammar and punctuation
Do proof reading and editing before the final version.
Always revise your first draft to make it better.
Get rid of unnecessary adjectives, adverbs and rosy language
Note: Subject Faculty can give few topics on Creative Writing to students
for practice.

Presentation Skills
Are all people born good orators? Well study shows that only 2% people
are gifted orators at birth. The rest 98% have to work towards it. Research shows
that almost 40% people have fear of public speaking. Irrespective of the size of
the audience, many people have an innate fear of facing the public. Public
speaking and Presentation Skills are very important to succeed in personal and
professional life. An employee who is well presented at his meetings,
presentations, discussions with clients will always have an edge over the one
who shies away and lacks confidence.
Presentation is a channel of oral formal communication between the
presenter and the audience. Usually it is a one way communication where the
presenter puts forth his point and there may be a question-answer session by the
DEVELOPING ORAL
audience in the end. Presentations as the mode of communication is usually
BUSINESS COMMUNICA-
adopted to express your viewpoint on something, share a novel idea, inform TION SKILLS 49
 Business Communication someone about a new concept, product launch, present departmental progress to
name a few.
Presentation skills is an art which has to be learnt, worked upon, rehearsed
NOTES and executed with confidence. Let us see what preparation has to be undertaken
to become an effective presenter.

Things to remember
• Why are you presenting? (Goal)
• Where are you presenting? (Environment/Venue)
• What are you presenting? (Content)
• Whom are you presenting to? (Audience)
• How are you presenting? (Personal grooming)

Environmental Analysis
• The venue – equipment, seating arrangement (distance between the
speaker and the audience helps you to adjust your voice), mike (hand
mic/collar mic, or stand mic) podium(beginners should ask for podium
to hide their anxiety)
• The organizers – name, designations & names of important persons
(make sure to take the correct names and their designations, do not miss
out on any important persons)
• The occasion – meeting, seminar, workshop (always mention the
occasion during your presentation)
• Time available - this helps you to finish in time and thus not
inconveniencing the next speakers or the organizers
• Other speakers - if possible, mention their names during your speech.
Their companies, designations can be mentioned during your speech.
• The audience – It is essential to understand your audience –their age
group, status, your relationship with them. Design your presentation and
speech keeping the audience in mind.

Working on the Content

Gather information, decide what to say, give it a proper shape, arrange it in
logical sequence, ensure smooth flow from one point to another. Write down the
entire contents, edit, correct, practice and then put it in presentation. Average
speed of presentation is 100 words/minute; find out your speed by practicing the
delivery of speech. Presentation should sound like conversation. Use simple
language, short sentences which the audience understands. Keep formal style.
Add some humor, it should look natural, light and relevant to the topic without
DEVELOPING ORAL hurting anybody’s sentiments. Have a short and crisp address. Rehearse the
BUSINESS COMMUNICA-
opening lines till it comes naturally; introduce yourself to help the people
50 TION SKILLS
remember you. The introductory remarks should be strong enough to be able to Business Communication
make a immediate connect with the audience. The main body has to be carefully
planned. Select few main points & elaborate on them. Visual aids like posters,
OHP or power point presentations help to focus the audience’s attention, practice NOTES
using the visual aids properly. Keep the slides simple, in 1 colour, proper font
size, use charts or graphs to supplement your point, avoid too much text or
animation. Sound may distract your audience. Use sound only when necessary.
Transition may also distract. Appear and disappear is ok. Make it clear All CAPS
is difficult to read Conclude with a brief summary of the entire presentation.
Invite questions from the audience before finishing. The conclusion should not
look dragged. Conclude in 3-4 sentences.
Audience Analysis:
• Understand the needs of your audience.
• What do they expect from the presentation?
• What are they interested in?
• What is the age group/demography/social and professional background
of the audience?
• What is the audience already aware of and what is that they want to
know?
• How will the audience benefit from your presentation?
• What is the take-away for the audience?
• Try to build an instant rapport with your audience
• Ask questions intermittently but do not expect answers as people do not
like a speaker who questions them and wants them to be attentive.
Working on your personal grooming: Be formally dressed, be comfortable
in the clothes you are wearing. Be well groomed from head to toe. Practice a
comfortable posture, decide where to keep your hands. Have a brief eye contact
with everyone in the audience. Keep movements & gestures minimum; manage
a natural smile from time to time. Be comfortable in using the visual aids. Avoid
too loud or too soft voice. Make voice modulations & variations whenever
necessary. Use pause in between to get the attention of distracted persons. Taking
care of your health ensures that you are energetic, enthusiastic and confident
during your presentation
Once you are ready with all the preparation, the final delivery of the speech
and presentation on the final day is equally important. Here are few suggestions:
More than preparing the contents, the delivery of talk during presentation is
important. Rehearsals & practice of actual delivery are important. Practice till
you are conversationally comfortable with the matter. It helps you to check
whether you are within the given time limit. Practice in front of the mirror, in DEVELOPING ORAL
front of your friends who will offer useful feedback. Never learn the talk by heart. BUSINESS COMMUNICA-
It is advisable to have a complete dress rehearsal before the final day. TION SKILLS 51
 Business Communication Today, in the corporate world, there is a huge demand of employees with
good Soft skills. Effective communication skills –oral and written –play an
important role in shaping the soft skills on an individual. Various methods like
NOTES extempore, role play, creative writing and participation in debates and quiz should
be practiced by B-Schools to enhance the soft skills of the students.

Qualities of a skillful Presenter

Confidence- A skillful presenter should always have confidence. Confidence
is something which can be worked upon, it can be built with practice.
Energetic – being the presenter you should have energy levels higher than
your audience. Remember, energy is contagious, you should infect your audience
with your positive energy
Clear – everyone wants to listen to a speaker who is clear in his thoughts,
opinions, ideas and philosophy. Clarity comes with preparation. No-one is
interested in a confused speaker.
Interactive - Ask questions to your audience, interact with them, don’t just
stand in front of them. Incorporate some interactive activities and games in your
session.
Humorous –You have to entertain your audience by adding some relevant
humor from time to time. This will keep the audience connected to you and your
presentation.
Rich in content – strong content is required to be a memorable presenter.
You can say, content is the King. Share your inputs in your presentations. Teach
your audience something they have not heard before.
Strong Body language – this will help you to capture the audience’s
attention. A positive body language will have a positive impact on the audience
and take you towards being an effective presenter.
Technical mastery –be conversant and comfortable with all the technical
aspects like, PowerPoint, LCD, Laptop, Pen drive etc. This will help you to be
more confident during your presentation.
Control Question Answer session- is a great opportunity to highlight and
reinforce what you have already said. Take control of the situation, ask for
questions from the audience, that shows your confidence. Answer reasonable
number of questions and wind up.
Relaxed, focused –people like to listen to a calm, focused, composed
speaker and not an anxious one. Do not let workplace or personal worries reflect
in your presentation.
Smartly dressed – First you will be judged by what you wear and how you
carry yourself. So dress formally and be comfortable with your attire.
DEVELOPING ORAL
Students can practice the following exercises to improve their
BUSINESS COMMUNICA-
52 TION SKILLS communication skills:
• Extempore Business Communication
• Role Play
• Debates
NOTES
• Quiz
• Creative Writing

*****

DEVELOPING ORAL
BUSINESS COMMUNICA-
TION SKILLS 53
 Business Communication

UNIT - IV
THE IMPORTANCE OF LISTENING
NOTES

AND READING SKILLS

Content
• Introduction to Listening Skills
• Barriers to Listening
• Strategies for Effective Listening
• Introduction to Reading skills
• Types of reading,
• SQ3R Technique of Reading.

Learning Objectives:
After studying this lesson, you should be able to:
• Understand the importance of Listening in Communication
• Know the various barriers to Listening
• Learn the strategies for effective Listening
• Understand the various techniques of effective reading

Effective Listening
Listening is the receiver’s activity in communication. The higher the
position you have in the organization, more listening skills are required. A
Manager has to listen more than speak.
Writing Skills : 9%,
Reading Skills : 16%,
Speaking Skills: 30 %,
Listening Skills : 45%
We have always learnt how to read and write. Unfortunately we have never
been taught how to listen effectively though it is the most essential skill required
by Managers. Let us understand the process of Listening.
The first step is Hearing i.e. attending the message. If you have heard
THE IMPORTANCE
OF LISTENING carefully, you can reproduce the message. Here there is no understanding
AND READING involved.
54 SKILLS
 The second step is Interpretation. This is different with every individual Business Communication
depending on:
• subject knowledge,
NOTES
• experience,
• language skills (vocabulary),
• state of mind
• attitude,
• cultural background
• relationship of receiver with the sender
Next is the Evaluation or the decision making stage. Here the receiver
decided what to do with the heard content. At this stage, the receiver decides his
response to what he has heard.
The final step is the reaction or the response to the message. It may be verbal
or non verbal. Body language conveys what response the receiver intends to give.
It tells us whether the receiver has understood the message or not.

Barriers to Listening
• Physiological Barriers – these are related to the health of the receiver.
There could be a hearing issue, the person may not be maintaining good
health or even tiredness due to excessive workload could hamper his
listening capacity.
• Psychological Barriers - Lack of concentration, Distraction in the mind,
Emotional block about a subject, Planning a question or reply, Lack of
interest, Impatience, Personal anxiety are few of the psychological
barriers to Listening. The listener has to overcome these barriers with
conscious efforts.
• Environmental Barriers - Noise in the environment, Improper seating
arrangement, temperature, lighting, ventilation in the room, Lack of
proper sound system, Discussions and whispering in the crowd can be a
distraction in effective listening. Individuals have to ensure that they do
not create or allow disturbances
• Attitudinal Barriers - Egocentrism – self centered, selective listening,
tendency to criticize, expectations from the speaker, tendency to avoid
difficult things, such persons are mentally lazy. All these attitudes hamper
the Listening process.
• Socio - Cultural Barriers - Cultural differences, Gender differences, Lack
of education and Social upbringing are few Socio - Cultural Barriers
which obstruct effective listening. THE IMPORTANCE
OF LISTENING
AND READING
SKILLS 55
 Business Communication Steps to be taken to ensure effective listening-
• Understand the listening process.
• Stop talking & be attentive.
NOTES
• Avoid excessive notes taking.
• Be patient.
• Do not create or allow disturbances.
• Focus on the speech.
• Do not interrupt.
• Ask questions to clarify your doubts

Reading Skills
In order to become a well-rounded communicator one needs to be proficient
in each of the four language skills. –speaking, writing, reading and listening.
There is a strong relationship between reading and effective communication
skills. In fact reading skills are the foundation to good communication –both oral
and written. People with good reading skills will have a good vocabulary which
enables them to master language. They always have an edge when it comes to
oral or written communication as compared to non-readers. One of the most
important factor in language is reading. Good readers are more accurate and
fluent in their language. They exhibit more confidence in their oral
communication.

Why is Reading important?

• Reading enriches the inner world of a person, improves grammar and
spelling and overall language.
• Reading helps people learn to understand different ways of thinking and
feelings of other people, become more flexible and open to changes.
• Avid readers not only read and write superior than those who read less,
but also process information faster. The research presented by the Journal
of Abnormal Child Psychology proves that poor readers have poorer
short-memory functions.
• As a result, avid readers have a broader outlook, are quicker to analyze
facts and find connections between apparently unrelated ideas.
• A reader has better skills for figuring out, analyzing, comprehending,
responding, and, finally, learning from what he or she reads.

Some useful hints to be an effective reader

THE IMPORTANCE Knowing what you want to know.
OF LISTENING
AND READING You have to know your objective of reading the text. What do you want to
56 SKILLS achieve after reading it? Are you reading with rationale or just pleasure?
 Knowing how deeply to study the material Business Communication
Where you only need the shallowest knowledge of the subject, you can scan
material. Here you read only chapter headings, introductions and summaries.
NOTES
How to study different sorts of material
There are different places and different ways to hold the different sorts of
information. They also have different depth and breadth of coverage. By
understanding the layout of material you are reading, you can extract useful
information much more proficiently.
Reading Magazines and Newspapers.
These tend to give a very patchy coverage of an area. They will typically
only concentrate on the most interesting and glamorous parts of a topic – this
helps them to sell copies. They often tend to ignore less interesting information
that may be essential to full understanding of a subject. Typically areas of useful
information are cushioned out with large amounts of unrelated material or with
advertising.
The most effective way of getting information from magazines is to
scrutinize the content tables or indexes and turn directly to interesting articles. If
you read an article useful then cut it out and file it in a folder specifically covering
that sort of information. In this way you will build up sets of related articles that
may begin to explain the subject.
Newspapers tend to be arranged in sections. If you read a paper often, you
can learn quickly which section is useful and which ones you can skip altogether.

Reading Individual Article.

Articles within newspapers and magazines tend to be in three main types:

News Articles:
Here the most important information is presented first, with information
being less and less useful as the article progresses. News articles are designed to
explain the key points first, and then express them out with detail.

Opinion Articles:
Opinion articles present a point of view. Here the most important
information is contained in the introduction and the summary, with the middle
of the article containing supporting arguments.

Features Articles
These are written to provide entertainment or background on a subject.
Typically the most important information is in the body of the text.
If you know what you want from an article, and recognize it type, you can THE IMPORTANCE
OF LISTENING
extract information from it quickly and efficiently. AND READING
SKILLS 57
 Business Communication Reading ‘Whole Subject’ Document
When you are reading an important document, it is easy to accept the
writer’s arrangement of thought. This can mean that you may not notice that
NOTES important information has been omitted or that irrelevant detail has been
included. A good way of recognizing this is to assemble your own table of
contents before you open the document. You can then use this table of contents
to read the document in the order that you want. You will be able to identify
omissions quickly.

Using glossaries with technical documents

If you are reading large amounts of difficult technical material, it may be
useful to photocopy or collect a glossary. Keep this beside you as you read. It
will probably also be useful to note down the key concepts in your own words,
and refer to them when necessary.
Those strategies may be useful for student to learn more about reading.
There are four strategies to achieve reading skills, they are: Reading aloud,
Shared Reading, Guided Reading and Independent Reading.
The subject faculty can conduct exercises in classroom on reading passages
with increasing difficulty levels to improve the reading skills of students.

Reading modes
There are different reading modes or types. These include scanning,
skimming eyes, extensive reading and intensive reading. These reading modes
are classified by the degree of involvement — active and passive.

Scanning
This reading mode is aimed only at finding the necessary information in the
text. It does not involve a complete engagement in the text and a deep
comprehension of the facts, analysis of grammatical constructions. Often in this
mode, the text is viewed for the presence of unfamiliar words, so that after their
translation it will be more easy to read the text fully. This type of reading is also
called diagonal reading

Skimming
This reading mode is used to know and understand if this information is
useful to you E.g. You are viewing a book in a store or a magazine on the shelf
before buying it. In this case, the text is also viewed quickly, but not as carefully
as in the previous case. The goal is not to search for specific facts, but to evaluate
the text for complexity, interest and a general storyline.

Extensive reading
THE IMPORTANCE
The purpose of this type of reading is to get acquainted with new
OF LISTENING
AND READING information. In this mode, people read art or scientific literature, without being
58 SKILLS
distracted by new, unfamiliar words, if their meaning can be approximately Business Communication
understood from the context.
This type of reading implies the mastering of the general image and the
receipt of new, unfamiliar information. It will be necessary to form and express NOTES
your opinion about what you read or answer the questions.

Intensive reading
Typically, this type of reading is used in the study of English in order to
intensively parse the proposed short, teaching text. With this type of reading,
grammatical constructions, unfamiliar words and phrases are intensively
examined.

THE SQ3R METHOD

SQ3R
SQ3R is a Reading or Study formula designed to help process and increase
retention of written information. It consists of the following five steps:
S = SURVEY
Scan the piece of writing to establish its purpose and get the main ideas.
Look for:
• Titles and Headings – Indicate the main topics and concepts being
developed.
• Pictures, questions, bold or italicized print – emphasize important
information
• Introduction and conclusion –May give the topics being covered as well
as the purpose. First and last sentences in paragraphs
• Footnotes
Q = QUESTION
Write questions to give purpose and improve concentration. This aids
comprehension. Turn main headings and pictures into questions. Note down
questions that you may have as you survey the material.
R = READ
Search for answers to your questions. Make notes and highlight main ideas
that support the concept.
R = RECITE
Reciting helps to put the information into your long-term memory. Put what
you have learnt into your own words.
R = REVIEW THE IMPORTANCE
It is important to review the material to understand and remember it. Did I OF LISTENING
AND READING
answer all of the questions and understand the information? SKILLS 59
 Business Communication Develop your own system of reading. Use whatever facilitates your
retention of the material and works best for you. Try to underline the important
points.You might use any of the following: a double underline, a single underline,
NOTES a bracket or a box or circle around key terms.
Read before you mark. Read a few paragraphs or sections and then go back
over the material and underline those topics and/or words that you feel are
important.
Underline only those points that are clearly essential. You will then have a
visible outline of the major points on a page.
Read the textbook material on time and prior to the corresponding class or
lecture if at all possible. You can then follow the instructor's thought more easily,
separate important points from lesser details, and have class notes become more
meaningful to you.
Develop your own note-taking technique for each class. Many students use
only one side of the paper for class notes, leaving a 2- or 3-inch margin on the
left side of the page for writing key words and labeling.
Combine the text notes and class notes. Do this by writing class notes on
the right hand page of the notebook and transferring text notes to the appropriate
left hand facing page. You can then easily review all the information gained from
class and text reading.

*****

THE IMPORTANCE
OF LISTENING
AND READING
60 SKILLS
 Business Communication

UNIT - V
GUIDELINES FOR WRITTEN
NOTES

BUSINESS COMMUNICATION

Contents
• Internal Business Communication - Writing Memos, Circulars and
Notices
• External Business Communication - Writing Business Letters
• Writing Business Reports
• Employment Communication
• Group Discussions and Interviews

LEARNING OBJECTIVES
After studying this lesson, you will be able to do the following:
• Explain the meaning of Business letters
• Understand different types of Letters and formats
• Discuss what aspects are important for making meetings effective
• Identify and understand importance of different components of meetings
• Write different types of business reports
• Prepare for Group Discussions and Interviews

Written Communication
Definition: The Written Communication refers to the process of conveying
a message through the written symbols. In other words, any message exchanged
between two or more persons that make use of written words is called as written
communication.
The written communication is the most common and effective mode of
business communication. In any organization, the electronic mails, memos,
reports, documents, letters, journals, job descriptions, employee manuals, etc.
are some of the commonly used forms of written communication.
Such communication is used when the information to be transmitted is
lengthy and includes some complex terms that cannot be explained verbally.
GUIDELINES FOR
Also, the organizations maintain their documents in writings such that these can
WRITTEN
be used as a reference and evidence of any transaction anytime in the future. BUSINESS
COMMUNICATION 61
 Business Communication Thus, it is essential for every business organization to develop effective writing
skills and inculcate this in all its employees.
The effectiveness of written content depends on the correct choice of words,
NOTES their organization into correct sentence sequence and the cohesiveness in the
sentences. The information in writing is considered more legal and valid than the
spoken words. Also, people rely more on the written content than what has been
said orally. But, however, unlike verbal communication the feedback of written
communication is not immediate since it is not spontaneous and requires time to
get into the understandable form.

Principles of Effective Writing

Business affects everyone. If you don’t end up in a business-oriented
occupation, you will certainly have to engage in business as a client or customer.
Skill in business writing is also a valuable asset for job-seekers. Businesses in
almost every field need skilled writers. Advertisements, applications, reports,
contracts, manuals, proposals, and memos are composed, revised, published and
read in thousands of businesses across the nation. Then there are the countless
letters, forms, and documents all of us encounter over the course of our everyday
lives. There are few jobs these days that don’t require some kind of skill with the
written word.
Our world is increasingly dependent on the clear and effective
communication of information. Often this communication takes place through
face-to-face interaction or telephone conversations. There are numerous
situations, however, in which written contact is preferable. Writing allows time
to think things through and present information in the clearest, most concise
manner. Writing provides a record that can be filed for future reference. A written
message can be sent to a large number of people at once. In many cases, written
communication carries more weight and is taken more seriously than a spoken
conversation. For these reasons and more it is important to become familiar with
basic business writing skills.
What does effective business writing look like? In many ways, good writing
is good writing regardless of its particular purpose, but the following
characteristics are especially important for business writing.

CLEAR PURPOSE
Consider - “Time is money,” is well-known because it’s true. Nobody –
especially a business person – wants his time wasted, so be sure your purpose is
clear and that what you write is worth taking the time to read.

CLARITY AND CONCISENESS

There is a time and a place for creative figures of speech and poetic turns
GUIDELINES FOR of phrase. The priority in business writing is the effective communication of
WRITTEN
BUSINESS
specific information. Avoid wasting words and be precise with the ones you
62 COMMUNICATION choose.
AWARENESS OF AUDIENCE Business Communication
Know the audience you are writing to. It makes a difference whether you
are communicating with a customer service representative, a long-time co-
worker, or a potential new client. Beware of phrases and expressions that could NOTES
be misunderstood or offensive. Know what your reader needs and wants to hear,
and allow that knowledge to shape your writing.

APPROPRIATE TONE
One tricky aspect of writing is that tone (i.e., the attitude of the writer
towards his subject or audience) can easily be misinterpreted. Avoid sarcasm. Be
aware that a letter can sound colder and more severe than you may intend. Pay
attention not only to what is said, but how your words may be interpreted. Do
not be overly informal or familiar.

ATTENTION TO FORM
Business letters, proposals, memos, and many other types of business
writing require particular formats. Adhering to standard form eliminates
confusion and helps the reader quickly identify the purpose of the document.
Attention to details of form is more important in business writing than most other
kinds of writing.
In many ways writing in a business setting is less demanding than other
kinds of writing. There is little pressure to be creative or particularly original.
You are not creating art, after all; you are using the written word for its most
basic purpose: to communicate information. This, however, is not always as
simple as you might think. Good business writing, like every skill, requires
practice.

GUIDELINES FOR
WRITTEN
BUSINESS
COMMUNICATION 63
 Business Communication INTERNAL COMMUNICATION:
Memo: i.e. memorandum is informal message between members of
organization, related to daily work, large organizations have memo pad, memo
NOTES may or may not be signed. Memo is used for internal communication only within
the employees of the organization.

Format of a Memo
Notice: used when many people in the organization have to be given the
same information, most common method of mass communication within
organization. Notice is short with simple language, large typed, well spaced and
put on Notice Board.
E.g. Notice about holiday to all workers in a factory.

Format of a Notice
Circular: is detailed document giving information, instructions or order in
GUIDELINES FOR a specific manner, has a number, date, is signed by authorized signatory, generally
WRITTEN issued by Government dept. councils, universities etc.
BUSINESS
64 COMMUNICATION
 Business Communication

NOTES

Format of a Circular

Effective Meetings
Meetings are an essential activity in the product design and development
process.Unfortunately, meetings are not always used and conducted effectively,
leading to wastedtime and where customers are involved, a reduced confidence
in the design team.Meetings that are well organised with all participants adhering
to a few basic guidelinescan realize a great deal of productivity in a relatively
short period of time.

Introduction
Meetings are tools for accomplishing work. The work to be done can
include decision making, information gathering or problem solving. Meetings
are also excellent venues for recognition or celebrations. A poor use of meetings
is dissemination of information or regular reports that are better suited to other
means of communication. A successful meeting begins with good preparation.
GUIDELINES FOR
This increases the likelihood that team members will attend and actively WRITTEN
participate, and leave with the feeling that something valuable was accomplished. BUSINESS
COMMUNICATION 65
 Business Communication Timely follow-up after a meeting ensures the work accomplished in the meeting
is not lost. It is useful for teams to use their first meeting to establish some
practices and guidelines that will be used at subsequent meetings. Guidelines for
NOTES Conducting Effective Meetings are as follows:

Meeting Preparation
• Decide on the purpose of the meeting. The purpose of the meeting should
be what the team expects to accomplish during the meeting. In other
words, the meeting should have a measurable outcome. If the purpose is
not measurable, evaluate alternatives other than a meeting to satisfy this
type of purpose.
• Prepare and distribute an agenda. If an agenda wasn’t created at the
previous meeting, poll the team members for agenda items to be
submitted at least two days prior to the meeting. If action items are to be
completed for the meeting, ask the persons responsible if they will be
prepared to report on the action items. Agenda items should be
accompanied by the time that should be allotted to address the specific
agenda item. (See Attachment A for a sample agenda). For meetings
longer than two hours, include a 10-minutes break in the agenda.
Distribute the agenda well enough in advance so attendees have time to
prepare and be ready to contribute. As a precaution, make hardcopies of
the agenda to bring to the meeting. Someone inevitably always forgets
to bring his or her agenda.
Determine who needs to be at the meeting. If all of the participants are
not required for most of the agenda items, consider having multiple
meetings to make use of peoples’ time more effectively. It is better to
have a few people attend multiple meetings than to have a number of
people sit through agenda items in which they have little interest.
• Determine the required length of the meeting. It is common to set meeting
lengths to an hour or multiples of an hour and participants will often “fill”
the entire length of the meeting. If a meeting only requires 20 minutes or
75 minutes, then set the meeting to that length. Make sure the agenda
indicates both a starting and ending time for the meeting.
• Find a location and time for the meeting. For some teams, it is useful to
set a regular time and place to meet that satisfies everyone’s’ schedule,
then cancel the meeting if there is not a need to get together. When
schedules are tight, sometimes working lunches are the easiest way to
get together.

The Meeting
The chairperson of the meeting should show up a few minutes early and
GUIDELINES FOR
WRITTEN make sure the meeting place is equipped with everything necessary for the
BUSINESS meeting (e.g., chairs, flip charts, markers, overhead projectors, etc.)
66 COMMUNICATION
 Each meeting should begin with the following activities: Business Communication
• Attendance. A record of participants and those absent (“regrets”) are
recorded in the meeting minutes. Consider making a notation of late
comers. If there is anyone at the meeting who is not familiar with NOTES
everyone else, quick introductions are in order.
• Review minutes of previous meeting. Meeting participants should come
to the meeting having read the minutes of the previous meeting. Only
items that there is disagreement on whether they have been accurately
recorded are to be briefly discussed and updated.
• Review of the Agenda. This is the point at which additional agenda items
should be put forward. These items should be included only if they are
relevant to the meeting and there is time available, or if the team agrees
they should take precedence over another agenda item that can be
deferred.
• Statement of purpose and objectives.
The chairperson should review the purpose of the meeting and the
expected outcomes. If necessary, a reminder of meeting policies can be
made at this point.

During the meeting

• Stick to the agenda. Stay on the topic of the agenda item and be compliant
with the allotted time.
• Take notes. One person should be responsible for keeping meeting
minutes. These minutes should not detail entire conversations but should
record decisions as well as any action items (What needs to be done?
Who is responsible? When is it to be done?). Individuals should maintain
their own record of actions assigned to them in their logbooks.
• Defer items that cannot be effectively addressed. If it is found during the
course of a meeting that an item cannot be addressed because of lack of
information or the right individuals are not present, don’t waste time on
that item. Instead, defer the agenda item to a meeting when it can be
adequately addressed. Make sure an action item is in place to prevent the
same item from being deferred repeatedly.

Concluding the meeting

• Set the agenda for the next meeting. In the agenda, include the purpose
and objectives of the meeting as well as a time to meet. Any unfinished
or unaddressed business from the current meeting should be noted.
• Evaluate the meeting. Briefly discuss if the meeting addressed the
intended purpose and objectives, and if not, why. GUIDELINES FOR
WRITTEN
• End on time! BUSINESS
COMMUNICATION 67
 Business Communication After the meeting
• Consolidate and distribute the minutes. The minutes of the meeting
should be distributed to the team members within a day of the meeting.
NOTES
• Thank guests. If any guests attended the meeting, such as a customer,
accompany a copy of the meeting minutes with a brief note of thanks.
The three Components of a Business Meeting: Notice, Agenda and Minutes
The success of a meeting depends on a variety of essential preparations.
Important to ensure documentation is dealt with efficiently. The notice and
agenda are usually combined in one document.
Top portion – noticegives details of the type, place, day, date and time of
the meeting
Middle portion – agendalist of topics to be discussed at the meeting.
Note that the first three and final two items are known as ordinary business.
These are items which will be included on every meeting agenda.
After the opening items of ordinary business, there will be a list of special
business – these are special matters to be discussed at this meeting only

Notice of a Meeting
When a meeting is to be convened, a notice is required to be sent to all who
are to attend it.
It should satisfy these conditions:
1. It should be under proper authority
2. It should state the name of the organization
3. It should state the day, date, time, and place. Also, sometimes, how to
reach the place
4. It should be well in advance. Some require seven days’ notice, some
48 hours’
5. It should state the purpose and, if possible, the agenda
6. It should carry the date of circulation and convener’s/secretary’s signature
7. It should go to all persons required at the meet
8. It should mention the TA/DA etc. payable and the arrangements for this
In practice, it is necessary to ensure that the notice has reached in time. This
may be done telephonically. Dispatch section and post are prone to delays
We often find that between the date of a letter from a major public
organisation and the post mark on the letter, there is a gap of 10-12 days. A notice
GUIDELINES FOR that should reach seven days before a meet should not reach seven days after the
WRITTEN meet.
BUSINESS
68 COMMUNICATION
 A notice (without agenda) Business Communication
Confidence Cement Limited
32, Motijheel C/A
NOTES
Dhaka-1000
August 23, 2018

Notice
Notice is hereby given that the second meeting of the Board of
Directors will be held at the registered office of the company at 3.30
p.m. on Friday October 10, 2009.
…………………………
A.F.M. Hasan
Secretary

AGENDA
Agenda means things to be done. It is usually sent along with the notice of
the meeting. It is a list of the topics to be discussed in a meeting.
So, agenda is an item or issues prepared by the secretary and which are to
be discussed or transacted in a forthcoming meeting.
Sometimes the agenda is prepared after the circulation of the notice in order
to include the member’s opinion. If the subject matter of the meeting is secret,
the agenda may not be circulated.
As stated earlier, an agenda is the list of items to be considered at a meeting.
It is also called business or order of business. It comes from the Latin word
agendum (singular) which means ‘a thing to be done.’ But agenda (the Latin
plural) is used as a singular noun.
It is the route map of the meeting. The specimen notices above already
contain a hint of how it is written. The agenda may be a part of the notice or may
be attached as an annexure. The convenor/secretary prepares it in consultation
with the chairperson and gets his approval.
A Specimen of Notice With Agenda
Confidence Cement Limited
32, Motijheel C/A
Dhaka-1000

August 23, 2018 GUIDELINES FOR

WRITTEN
BUSINESS
COMMUNICATION 69
 Business Communication Notice
Notice is hereby given that the second meeting of the Board of Directors
will be held at the registered office of the company at 3.30 p.m. on Friday October
NOTES 28 August, 2018.
Asif Iqbal
Secretary

Agenda
1. Confirmation of the minutes of the last meeting.
2. Matters arising from the minutes
3. Financial irregularities of company accountants.
4. Confirmation of the appointment of Auditor.
5. Date of next meeting.

FEATURES OR CHARACTERISTICS OF AGENDA

The features of agenda can be stated as follows:
• Generally, agenda is sent along with the notice of the meeting.
• It is written at the end but before or after the signature of the convener of
the meeting.
• Controversial topics should be written at the end.
• The topics are determined by the secretary in consultation the higher
authority or the convener of the meeting.
• It is written in brief but explicit manner.

IMPORTANCE OR NECESSITIES OF AGENDA

Agenda is the explicit topics to be discussed in a meeting with the members.
No one can ignore the importance of an agenda. The necessity or importance’s
of an agenda are as follows:
• As it is circulated in advance, the members of the committee or meeting
can make preparation to discuss the topics accurately
• It helps to take a prompt decision.
• Since it has a set of order, it helps the chairperson to conduct the meeting
smoothly.
• It can ensure covering all the topics that will be discussed in a meeting.
• It helps to control the unnecessary talking in the meeting.

GUIDELINES FOR • It helps to write the minutes and resolution of the meeting.
WRITTEN
• As it is served earlier, the members of the meeting can exchange their
BUSINESS
70 COMMUNICATION thought and ideas informally before holding the meeting.
Agenda --Format Business Communication
• The First Point is always ‘Review of the previous meeting’ if any
What has been discussed in the previous meeting and the status of the
NOTES
completed and pending work
The other Points pertain to the discussion of various issues, in the order of
priority
• The last point is ‘Any other matter’
• Any other issue which has arisen after the notification or which any
member brings up during the meeting

Example:Agenda
2.1 Review of the previous meeting
2.2 Proposal to start a new unit
2.3 Salary revision
2.4 Conduct of the General Body Meeting
2.5 Any other matter

Minutes of the Meeting

The minutes of a meeting are the record of the discussions/decisions therein.
They have an official status; they are useful in law, and in some cases required
by law to be written. Minutes are final when they are approved by the members
of the group to which they relate, generally in the next meeting, and signed by
the chairperson.
Even if there are emotional moments in a meet, the minutes are written in
an unemotional manner, are cool, factual, impersonal, and impartial. Moreover,
such are the demands of time on most people that the minutes should be concise,
boiled down to the essentials.
Only some organizations’ require that they record the detailed discussions
as well (i.e. who said what and what were the reactions… until the decision was
reached). Normally, the body of the minute’s records.
(a) The motions and amendments thereto
(b) The proposer and seconder of motions
(c) The details of voting, if any
(d) Recommendations
(e) Decisions/ resolutions
(f) Tasks assigned to individuals, sub-committees
GUIDELINES FOR
WRITTEN
BUSINESS
COMMUNICATION 71
 Business Communication The overall minutes should give:
1. The name of the organisation/ unit
2. Day, date, time and place
NOTES
3. Number in order (e.g. 33rd meeting of…)
4. Names of chairperson and secretary
5. Names of members present
6. Names of the absent members
7. Attendees by special invitation, e.g. auditor, caterer, etc.
8. Record of the transactions (on the guidelines given above)
9. Signature of secretary and, after approval, that of the chairman.

Tips for writing minutes

The minutes are written generally by the secretary from the notes taken
during the meet. He/she can use the agenda as the framework for writing them
and use short forms, shorthand etc. to take quick and accurate notes. He may
have to ask members to repeat their words to get them right.
He should note down all the particulars needed for the fair copy of minutes.
The items of the minutes can be written under short headings such as are used in
the agenda.
(As for reading them, some committees circulate them in advance and take
them as read. Otherwise the reader should read them loudly, clearly, and quickly.)

Difference between Agenda and Minutes

1. Definition:
Agenda: is an official list of things to be done or dealt with atparticular
meetings.
Minutes: The official records of discussions held and decisions takenat
a meeting are called minutes.

2. Preparation:
Agenda: drawn up by the secretary in consultation with the Chairman.
Minutes: are generally written by the secretary of the organizational
unit.

3 Purpose:
Agenda: Gives the members an idea about the topics to be discussed.

GUIDELINES FOR Minutes :Preservation of the resolution of the meeting for future
WRITTEN reference.
BUSINESS
72 COMMUNICATION
 4. Authority: Business Communication
Agenda: Top level management gets and thinks over the agenda.
Minutes: All members at the meeting discuss and take decisions
NOTES
5. Read out
Agenda: At the beginning of the meeting it is read out.
Minutes: At the next meeting it is read out.

6. Approval
Agenda: It need not be approved earlier.
Minutes: It needs to be approved by the members at the next meeting.

7. Where Written
Agenda: It is generally written in the notice board.
Minutes: It is written in the company's minutes book.

ABC Company Limited

Minutes
Of the first meeting of the Board of Director held on Friday,24thSeptember
,2018 at 3.00 p.m. at the Registered Office, Dhaka CommerceCollege Road,
Mirpur-2, Dhaka.

Present:
Mr. A
Mr. B
Mr.C (Directors)
Mr. D
Mr.E
Mr. RajibHazra, Secretary
Mr. Khan, Solicitor
S.No. Subject of Minutes Details of Minutes
1. Chairpersons ofMeetingMr. ShafiulAlam was unanimously
elected Chairperson of the Meeting.
2. Chairperson of the company Resolved: That Mr. ShafiulAlam be
and he is hereby appointed Chairperson of the Board and of the
Company
GUIDELINES FOR
3. Quorum Resolved: That three directors shall constitute a quorum at WRITTEN
BUSINESS
the Board meeting 73
COMMUNICATION
 Business Communication 4. Appointment of Secretary Resolved: That Mr. Humayun Kabir,
be and is hereby appointed secretary of the Company at a salary of Rs.
25000 per month
NOTES 5 Appointment of Bankers
6 Prospectus
7. Seal
8. Next meeting The next meeting of the Board was
fixed to be held on Friday, 1st
September, 2018 at 3.00 p.m.
Dated:Mr. ShafiulAlamMr. RajibHazra,
20.09.2018ChairpersonSecretary

EXTERNAL COMMUNICATION:
Business Letters
Overview
People in the workplace write business letters to do many things viz; share
ideas, promote products, or ask for help. A business letter is a document written
for a formal purpose such as requesting information, stating a problem to do with
a product or service, or placing an order. Putting the message in writing gives
the writer to think about, organize, and edit what he or she wants to say. In
addition, a written message becomes a record of important details for both the
sender and the recipient.
Business letters deal with official matters and are written for official
correspondence between two organizations, organizations and customers, clients,
etc. They are more formal than friendly letters. Business letter should be concise
and to the point; the content used should be clear and it should serve the objective
of writing the letter.
Business Letters are written to express good news, bad news, thanks,
acknowledgement, invitation, request, Problem, denial or complaints. It is usually
sent via email and bears the company letterhead.
The term “business letters” refers to any written communication that begins
with a salutation, ends with a signature and whose contents are professional in
nature. Historically, business letters were sent via postal mail or courier, although
the internet is rapidly changing the way businesses communicate. There are many
standard types of business letters, and each of them has a specific focus.

An Introduction to Writing Business Letters

GUIDELINES FOR
WRITTEN There are many different kinds of business letters, each identified by the
BUSINESS reason for which it was written; a sales letter, for example, or a letter of reference.
74 COMMUNICATION
The hallmark of a well-written business letter is that its objective is clearly Business Communication
understood by its reader. Successful writers help their readers do this by limiting
the scope, or the amount of information included in their correspondence.
Keep in mind that an effective business letter always communicates with a NOTES
person first and a business second. If your letter is a first-time correspondence
and you do not know, or are unsure of whom to address, do your best to find out.
Addressing your letter to a person improves the likelihood of receiving a reply.
It is perfectly acceptable to make a phone call asking for the name of a contact
person.
Once you have identified your reader and outlined the contents you intend
to include, you can begin drafting your letter. Here are some points to keep in
mind. Your letter is about business so keep your tone and style businesslike.
Friendly, too, but businesslike. Consider how you would talk if you were sitting
across the conference table instead of writing a letter. Try to imitate, on paper,
the voice with which you normally talk.
Be careful about your choice of personal pronouns when you write a
business letter. Your reader will interpret its point of view by the choices you
make. Since your words will be on paper the reader will see, rather than hear
how you talk, so check your sentence structure, grammar, spelling and
punctuation.
Written words make an impression, just as spoken words do, so keep in
mind this one thing; on paper words create a record. Be mindful of what you say.
Your letter, stored in someone's file cabinet, can be referenced at any time. Your
signature at the bottom of a letter indicates that you accept responsibility for its
contents.
A business letter is divided into three parts −
Introduction − Opens with greetings and/or references to previous mails.
Middle − Contains details and added information.
Conclusion − Suggests or mentions action to be taken and the ending.

PARTS OF A BUSINESS LETTER

A business letter is a formal letter with six parts:

The Heading
The heading contains the return address with the date on the last line.
Sometimes it is necessary to include a line before the date with a phone number,
fax number, or e-mail address. Often there is a line skipped between the address
and the date. It is not necessary to type a return address if you are using stationery
with the return address already imprinted, but you should always use a date.
Make sure the heading is on the left margin. GUIDELINES FOR
WRITTEN
BUSINESS
COMMUNICATION 75
 Business Communication Example:
Ms. Seema Singh
543 Punjabhi Bagh
NOTES
New Delhi:110078
Tel:
Fax:
Email:
June 28, 2011

Recipient’s Address
This is the address you are sending your letter to. Be sure to make it as
complete as possible so it gets to its destination. Always include title names (such
as Dr.) if you know them. This is, like the other address, on the left margin. If a
standard 8 ½” x 11” paper is folded in thirds to fit in a standard 9” business
envelope, the inside address should appear through the window in the envelope
(if there is one). Be sure to skip a line after the heading and before the recipient’s
address, then skip another line after the inside address before the greeting. For
an example, see the end of this sheet for a sample letter.

The Salutation
The salutation (or greeting) in a business letter is always formal. It often
begins with “Dear {Person’s name}.” Once again, be sure to include the person’s
title if you know it (such as Ms., Mrs., Mr., or Dr). If you’re unsure about the
person’s title then just use their first name. For example, you would use only the
person’s first name if the person you are writing to is “Jordan” and you’re not
sure if he or she is male or female.

The salutation always ends with a colon.

The Body
The body is the meat of your letter. For block and modified block letter
formats, single space and left justify each paragraph. Be sure to leave a blank
line between each paragraph, however, no matter the format. Be sure to also skip
a line between the salutation and the body, as well as the body and the close.

The Complimentary Close

The complimentary close is a short and polite remark that ends your letter.
The close begins at the same justification as your date and one line after the last
body paragraph. Capitalize the first word of your closing (Thank you) and leave
GUIDELINES FOR
four lines for a signature between the close and the sender’s name. A comma
WRITTEN should follow the closing.
BUSINESS
76 COMMUNICATION
The Signature Line Business Communication
Skip at least four lines after the close for your signature, and then type out
the name to be signed. This often includes a middle initial, although it is not
required. Women may put their title before had to show how they wish to be NOTES
addressed (Ms., Mrs., Miss).

The signature should be in blue or black ink.

Enclosures
If you have any enclosed documents, such as a resume, you can indicate
this by typing “Enclosures” one line below the listing. You also may include the
name of each document.

LETTER FORMATS
Many organizations have their own style for writing a business letter, but
here are some common examples.
BlockThe most common layout for a business letter is called a block format.
In this format, the entire letter is justified to the left and single spaced except for
a double space between paragraphs.
Modified BlockModified block is another popular type of business letter.
The body of the letter and the sender’s and recipient’s addresses are left justified
and single spaced. However, in this format, the date and closing are tabbed to
the center point.
Semi-BlockThe least used style is called a semi-block. In it each paragraph
is indented instead of left justified.

Correct Way to Address a Business Envelope

Addressing a business envelope correctly helps ensure that your letter gets
to its intended recipient quickly. It’s important to follow standard practices for
addressing correspondence, particularly if you are sending a letter to a large
company with many departments. Failing to include complete information might
mean that it will take longer than necessary for the envelope to reach the correct
person or department. If you use the same format for every business envelope,
addressing envelopes will soon become second nature.
Print your name, company name, title and address in the upper left corner
of the envelope if your business doesn’t use preprinted envelopes. You may wish
to print your name above the preprinted area even if you use envelopes printed
with your company’s return address. For example, if the U.S. Postal Service
returns the envelope for any reason, your mailroom will be able to easily route it
back to you if your name is located prominently on the envelope.
Put the recipient’s name on the first line of the envelope. Center the address
block in the middle of the envelope. Start the address block several lines below GUIDELINES FOR
the return address. The Postal Service recommends using all capital letters when WRITTEN
addressing envelopes. BUSINESS
COMMUNICATION 77
 Business Communication Add the person’s title on the next line if you know the title. If you don’t
know the title, you may want to include the name of the department instead.
Include the name of the company on the next line.
NOTES
Put the first address line on the next line. The Postal Service recommends
placing the complete address on one line if possible. If the address is too long,
divide the address between two lines and place the suite number or building
number on the first address line.
Complete the envelope with the city, state and ZIP code. Use one space
between the city and state and two spaces between the state and ZIP code.

Tip
• Use the ZIP+4 code if you know it. The ZiP+4 code contains the usual
five-digit ZIP code followed by a hyphen and four additional numbers.
The additional numbers makes it easier for the Postal Service to locate
the recipient.
• Legibility is important. Use black ink and avoid fonts that are hard to
read.
• Don’t place any text below the city, state and ZIP code. The Postal
Service automatic processing machines scan envelopes from the bottom
up. If you place anything other than city, state and ZIP code on the last
line, you’ll confuse the machine, which could delay delivery of your
envelope

TYPES OF BUSINESS LETTERS

Sales Letters
Typical sales letters start off with a very strong statement to capture the
interest of the reader. Since the purpose is to get the reader to do something, these
letters include strong calls to action, detail the benefit to the reader of taking the
action and include information to help the reader to act, such as including a
telephone number or website link.

Order Letters
Order letters are sent by consumers or businesses to a manufacturer, retailer
or wholesaler to order goods or services. These letters must contain specific
information such as model number, name of the product, the quantity desired and
expected price. Payment is sometimes included with the letter.

Complaint Letters
The words and tone you choose to use in a letter complaining to a business
GUIDELINES FOR may be the deciding factor on whether your complaint is satisfied. Be direct but
WRITTEN tactful and always use a professional tone if you want the company to listen to
BUSINESS you.
78 COMMUNICATION
Adjustment Letters Business Communication
An adjustment letter is normally sent in response to a claim or complaint.
If the adjustment is in the customer’s favor, begin the letter with that news. If
not, keep your tone factual and let the customer know that you understand the NOTES
complaint.

Inquiry Letters
Inquiry letters ask a question or elicit information from the recipient. When
composing this type of letter, keep it clear and succinct and list exactly what
information you need. Be sure to include your contact information so that it is
easy for the reader to respond.

Follow-Up Letters
Follow-up letters are usually sent after some type of initial communication.
This could be a sales department thanking a customer for an order, a businessman
reviewing the outcome of a meeting or a job seeker inquiring about the status of
his application. In many cases, these letters are a combination thank-you note
and sales letter.

Letters of Recommendation
Prospective employers often ask job applicants for letters of
recommendation before they hire them. This type of letter is usually from a
previous employer or professor, who gives the opinion about the job seekers work
or character.

Acknowledgment Letters
Acknowledgment letters act as simple receipts. Businesses send them to let
others know that they have received a prior communication, but action may or
may not have taken place.

Cover Letters
Cover letters usually accompany a package, report or other merchandise.
They are used to describe what is enclosed, why it is being sent and what the
recipient should do with it, if there is any action that needs to be taken. These
types of letters are generally very short and succinct.

Letters of Resignation
When an employee plans to leave his job, a letter of resignation is usually
sent to his immediate manager giving him notice and letting him know when the
last day of employment will be. In many cases, the employee also will detail his
reason for leaving the company.
Apology Letter : An apology letter is written for a failure in delivering the GUIDELINES FOR
WRITTEN
desired results. If the person has taken up a task and he fails to meet the target
BUSINESS
then he apologizes and asks for an opportunity to improve in this type of letter. COMMUNICATION 79
 Business Communication Appreciation Letter : An appreciation letter is written to appreciate some
one's work in the organization. This type of letter is written by a superior to his
junior. An organization can also write an appreciation letter to other organization,
NOTES thanking the client for doing business with them.

Purchase Order Letter

The objective of writing this letter is to confirm the seller that his product
has been approved for sale. This letter is a confirmation to the seller that his order
is approved by the buyer.
Though the confirmation can be given verbally also, but it is acceptable
only when the quantity is small. In case of bulk orders, a purchase order letter is
must to initiate the sales process.

Purchase Order Letter Writing Tips

Firstly it is vital to write the letter immediately once the decision to buy the
products is made.
You must clearly mention in your letter the terms and conditions regarding
the payment mode and time of delivery.
You must clearly state the time period in your letter for delivery of goods.
Tone of the letter should be polite and formal.
The details of advance payment should also be mentioned in the letter.
Once you are through writing the letter, please recheck the same for
corrections, if needed.
To,
______________
Date (Date on which letter is written)
From,
______________
Sub:_________________________________
Dear Mr. _______________(Name of the person),
After reviewing all the tenders submitted by different organizations, we
have selected your company for the order of ___________ (commodity). The
order would be for ________ (no. of pieces). We are also enclosing the terms
and conditions for your consideration. If you need any clarifications regarding
the same, please feel free to contact us.
We would appreciate if you could start the production at the earliest and
deliver the goods to our warehouse in ______ (place) on __________ (date).
Also, please find enclosed cheque of ______ (amount) as advance payment.
GUIDELINES FOR
WRITTEN Yours truly,
BUSINESS
80
(_____________)
COMMUNICATION
Marketing Sales Letter Business Communication
A sales marketing letter is usually written by companies who want to
promote a particular product (usually a new one) and most often, also includes a
sample of the product. It is generally written to introduce a new product to NOTES
consumers. A well written marketing letter will surely encourage customers to
try out a product they haven’t yet used before.

Sample Marketing Sales Letter Writing Tips

Be concise and precise
Concentrate on the benefits of the product rather than features
Offer incentives like early bird discounts and so on
Include a call-to-action, like toll free number, email, FB page and so on
From,
————-
————-
————-
Date ——— (Date of letter)

To,
———-
———-
———-

Dear Sir/Madam,
We are sure that you must be familiar with our ——— (product line).
We are pleased to announce the launch of ———–(product name), a sample
of which we are including in this letter. We have come out with this product after
years of research.
———(product) has several benefits, like ———————– (mention
benefits)
We hope you will love ——— (product name) just as much as we do.
We would love to hear from you about the product. Please call our toll free
number ———–. You can also place an order on the same number, or email us
at ——(email)
Best Wishes
Sincerely yours,
_____________ GUIDELINES FOR
Signature and name. WRITTEN
BUSINESS
COMMUNICATION 81
 Business Communication Quotations
When you intend to buy some product, you take quotations from several
suppliers & then select the most suitable from them. Following points should be
NOTES focused upon while asking for Quotation:
• If your order is likely to be in large quantity, mention it beforehand to
avail discounts.
• Mention all the details of requirements like quality, color, quantity, size
etc.
• Ask to send a representative to discuss or demonstrate.
• Suggest in the end that the volume of order depends on the suitability of
quotation

While replying to a Quotation, remember the following points:

• Thank for the enquiry.
• Give prompt attention.
• If order seems to be large, give a special quotation.
• Attempt to convert the enquiry to order.
• Give the benefits of bulk order.
• Add a covering letter mentioning the advantages of the product / service.
• Give the quotation in tabulated form with all the details required.
• If the requested product is not available, try to suggest a substitute which
will serve the purpose

Orders
While placing Orders
Order is grouped under following headings:
Product details – exact product, color, size, model number, price per unit,
quantity required
Packing – is the responsibility of supplier, mention the type of packing like
bottles, tins, sachets etc during ordering.
Delivery – detailed address, date of delivery, time limit, mode of transport
if required.
Mode of payment – mention the agreed prices, the discounts agreed, mode
of payment.
Mention on the order form whether it is a trial order or routine order.
GUIDELINES FOR Reserving the right to reject the goods – if the goods do not reach in the
WRITTEN specified time or do not match the approved sample.
BUSINESS
82 COMMUNICATION
 Giving Reply to an Order Business Communication
When a buyer offers to buy & the seller accepts the order, it is a moral
obligation on both the parties.
NOTES
Acknowledge the order as soon as it is received.
Mention the name & quantity of goods dispatched.
Date of shipment & expected delivery date
Mode of transport
Mode of payment and the expected payment date.

Letters dealing with complaints

There could be various reasons for complaints from the customers like -
Poor quality of goods, Goods not matching the approved sample, Incorrect
quantity of goods, Wrong goods received, Goods delivered to wrong person,
Delay in delivery of goods, Rude behavior from staff, Incorrect billing
A letter of complaint should include the following points:
• Reference to the order number & date
• Clear description of error
• Loss or inconvenience caused
• Steps to be taken by the supplier
• Request for adjustment, replacement or investigation in the matter.

Letters of enquiry
These are enquires from buyers about goods & replies from sellers about
the goods/services. Such letters are short, to the point and crisp. There are no
formalities to save time. You may ask your questions directly mentioning your
purpose. Remember to end on a friendly note to develop a sense of personal
relationship.
Points to be included in enquiries:
• Request for information
• The purpose of use
• Request for early reciprocation.
While replying to en enquiry, be prompt so as to convert the enquiry into
final order. Keep the following points in mind:
• Give prompt attention
• Try to convert it to an order
GUIDELINES FOR
• Give the required information WRITTEN
BUSINESS
• Give some additional information.
COMMUNICATION 83
 Business Communication • Persuade the buyer and convince him about the benefits of buying the
product / service.
• When you send catalogue, send covering letter mentioning the model
NOTES /code you feel most suitable for the buyer.
• Offer to send a representative if required.
• Mention the advantages of the product in the end again.

Bank Correspondence
A bank is a financial institution the main business of which is to receive
deposits from the public and to grant loans to them. As some of the functions are
accomplished by means of letters, the technique of writing these letters requires
to be cultivated. As in other business letters, the essential elements of successful
bank correspondence are brevity, accuracy, clarity, secrecy and courtesy and tact.
Bank correspondence may take place between the following
Letters exchanged between the Bank and the customers- Letters from the
Bank to its customers include replies to enquiries and complaints and to requests
for overdrafts and loans. On the other hand letters from the customers to the
banker consist chiefly of requests for opening accounts, enquiries about interest
rates, status enquiries, application for loans and overdrafts, standing instructions
regarding making payments etc.
While drafting these letters the customer should try to express briefly and
provide accurate information. The Bank while drafting their replies should follow
the general principles of a business letter noted above and should not use
technical language which the customers may not understand.
Letter issued from the Head Offices to the Branch Offices - Such letters
generally contain the decision of the Head Office in regard to the granting of
credit to certain customers on the recommendation of the Bank branch. If the
Head Office decides not to act on the recommendations of the Bank branch the
reasons for arriving at such decision should invariably be communicated to the
Bank branch
Letters from the branches to the Head Office- These letters consist of the
branch manager’s reports on the administration of the branch, on local trade
conditions or on ways and means of developing branch business. These may also
be in the form of recommendations for the appointment of members of the staff,
their promotion, transfers, dismissals, etc., on recommending the granting of
advances to customers of the branch. Such letters should be accompanied by
Loan Application Forms filled in by the customers. In the covering letter, the
branch manager should provide his own estimate of the applicant’s business
integrity, trustworthiness and his ability to reply the amount.
GUIDELINES FOR
WRITTEN
BUSINESS
84 COMMUNICATION
Curriculum Vitae Business Communication
Usually the three words –CV, Bio Data and Resume are used
interchangeably. Most of the people do not know the difference and use it as per
their convenience. Let us understand the meaning of the three terms and their NOTES
usage.
Resume: is derived from a French word which means “summary”. Thus
Resume is used to write a summary of one’s education, skills, previous
employment.
It is usually 1—2 pages.
C.V.:Curriculum Vitae is derived from a Latin word which means “course
of life”
It is more detailed than a Resume and is 2 to 3 pages or more. C V indicates
professional experience.
Bio-Data: abbreviation of “biographical”
In a bio-data, the focus is on personal details –gender, religion, date of birth,
marital status.

CV Writing- things to remember

It is the first introduction of the candidate to the prospective employer. It
should carry your past achievements as well as what you can do for the new
Organization. It supports the claims made in the covering letter. The CV should
be modified to suit the needs of employers. Remember to draft a fresh CV for
every job application/interview as different skills may be required to be
highlighted according to the job profile.
A Curriculum Vitae is divided into four parts namely:
• Personal details
• Education details
• Work Experience
• References
Personal details should have the following information –
• Name of the candidate
• Address,
• Contact number,
• Date of birth,
• Marital status,
• Religion,
GUIDELINES FOR
• Mother tongue, other languages known, interests & hobbies,
WRITTEN
• Participation in sports & other activities. BUSINESS
COMMUNICATION 85
 Business Communication Educational details should include the following
Candidate should give a complete record of his/her academic qualifications
& achievements with detailed scores, percentage, name of institute, university,
NOTES special subjects etc.
The order depends on the which qualification you want to stress depending
the job requirement. Usually, the latest qualification is given first.
Additional information like – awards, distinctions, scholarships,
participation in co-curricular, sports, cultural activities, projects done as part of
a course can be included.
It is advisable to prepare a table mentioning Sr. No., name of examination,
Name of College/University, Year of passing, Percentage/Grade, Special
Subjects, awards and recognitions. This gives clear understanding to the reader
about the educational qualification of the candidate.
Next is the work experience. The prospective employer would be interested
in knowing your latest work experience, what position you held there, what were
the responsibilities you shouldered there. Hence it is advisable to mention your
work experience in the reverse order i.e. your latest work experience first.
It is advisable to mention in tabular format as Sr No., Name of the Company,
designation, role and responsibilities shouldered, duration spent in the company,
special awards and recognition received.

Last part of the CV is the list of References

List of references helps the employer to verify the claims you have made in
the CV. Usually 3 references are given – a teacher, an employer, person with high
social or professional status. The teacher will give additional information about
how you were as a student. The employer will focus on your qualities as an
employee. Your social status will be defined by the third reference. Thus the
employer will get a fair idea about the candidate prior to the interview.
Complete name, address & contact number of the references should be
given after verifying they are in use and correct. Always mention their social
relationship with you.
It is improper to mention “references will be given on request”. It sounds
rude.
A Curriculum Vitae has to be concise so that it serves as a sales tool for
you.

Covering Letter
A resume is always accompanied by a covering letter. Highlight your
achievements, prior experience and academic background. Study the position for
GUIDELINES FOR which you are applying & accordingly draft the letter. The letter must reflect a
WRITTEN
BUSINESS strong confident personality.
86 COMMUNICATION
 The names, designations, dates, addresses have to mentioned correctly else Business Communication
it reflects the candidate’s carelessness. Covering letter must convey that you have
qualities like patience, willingness to work, desire to excel, ability to work in
team etc. Convince the employer how he will benefit by hiring you. An NOTES
impressive covering letter with individual style & tone will be more successful
in gaining the employer’s attention. It should not be more than 1 page, be concise.
Use simple language, develop your own style. Show how different you are.

Invitation to Interviews
An Organization needs to write a number of letters related to recruitment
like letter of appointment, promotion, transfer etc. Once the application letters
are received from the candidates, they are forwarded to the HR department. The
applications are scrutinized and then those matching the requirement are
shortlisted. These candidates are sent Invitation for Interviews. Such letters are
formal, brief and to the point. They should include all required details like –name
of candidate, post applied for, date/place/time of interview, contact person and
documents to be carried.
Here is a sample letter for Invitation to interviews –
Dear ….
With reference to your application dated …… for the post of …. in ……
.(name of company), we are please to invite you to appear for an interview on
…(date) at …(time) (address). Please carry the following documents with you :
1….
2…..
3…..
Contact Person: Ms……
Contact Number: …….E Mail: ………..

Offer of Employment
After the interview, final selection of candidates is done and letter of
appointment/employment is sent to the selected candidates. These letters too have
to be concise mentioning all the required details. A letter of employment is a legal
document for the company and should include – name of candidate, position
selected for, date of joining, compensation offered with break-up, allowances
offered, retirement benefits, terms of service, leave policy, any other benefits
offered, notice period required from either side.
Here is a sample Letter of Employment-
Dear …
With reference to you interview dated…. we are pleased to appoint you as… GUIDELINES FOR
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...(post) in …(name of company, branch if any). Your basic salary would be …
BUSINESS
…. You are entitles for following allowances - …………….Your appointment is COMMUNICATION 87
 Business Communication on probation for a period of 1 year and will be confirmed after satisfactory
completion of the probation period. You are required to join on ….(date, time,
address). The service can be terminated by one month notice from either side.
NOTES Please convey your confirmation at the earliest.

Letter of Acceptance
Once the letter of employment reaches the candidates, the onus lies with
him to accept or reject the offer. He has to respond to the organization about his
intention to join or not join them. Before accepting the offer, the candidate has
to carefully read the terms and conditions of service and other details. The letter
of Acceptance should include –thank the organization for the consideration,
willingness to join the company at the specified date, time and place, acceptance
of the terms and conditions of service. Do not forget to mention your contact
details for quick reference. Address the letter to the person who offered you the
job. Keep it simple and brief.
Here is a sample Letter of Acceptance –
With reference to you letter of Employment dated …., I am honored to
accept the offer. I wish to join your company …(name) as.. (post) on ..(date).
Thank you for the trust shown in me and giving me the opportunity to be a part
of ..(name of company).
I am looking forward to join you on ..(date). Do let me know if any other
paper work is required from my side.

Letter of Resignation
It is letter written by an employee to his boss mentioning his intention to
quit the job. It is challenging to write letter of resignation as we need to quit in
good faith. The doors of the Organization should always remain open for us in
the Future. The language has to be carefully drafted taking care not to hurt the
emotions of your superiors. Remember to be formal and professional in your
approach, direct and to the point. The letter should mention your last working
day, your reasons for moving on, appreciation and acknowledgement towards
superiors and colleagues, offer help and cooperation for smooth transition. Finally
conclude by wishing luck to the company and the employees. Also do not forget
to mention how you have grown in the company with the support and
encouragement of your superiors and colleagues.
Here is a sample Letter of Resignation –
This letter is to inform you that I am resigning from the post of …. With
effect from …(date). Thursday, ….date will be my last working day.
I thank you for the opportunity to serve …company for a period of five
years. I feel blessed to have worked under your able leadership and having
GUIDELINES FOR received the support and encouragement from my colleagues at …(name of
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BUSINESS company).
88 COMMUNICATION
 I am ready to complete all the required formalities and ensure a smooth Business Communication
transition of my work to my successor.
Thank you once again for the learning opportunities given and the trust
shown. Please feel free to contact me on ….(contact number, mail id) NOTES

Report Writing
A Report is an account of an event, news, incident which has already
occurred. Reports may be conveyed through a written medium, speech,
television, or film. Reports may refer to specific periods, events, occurrences and
may be presented in oral or written form.
A report is a methodical, well planned document which outlines and
evaluates a subject or problem, and which may include:
• The detailed record of an order of events
• Explanation of the repercussion of these events or facts
• Assessment of the facts or results of research presented
• Discussion of the consequences or course of action
• Conclusions
• References
To write a report in the best form it is important to gain a proper
understanding about each of its element. Writing a report though requires a
special skill set, but an experienced writer with proper understanding of how to
write a report can equally justify this special area of writing.

Types of Report Writing

Formal Report Writing

Formal Report Writing is pretty complex and time-consuming. Usually, it
demands an immense research, explanation, references, links, lists and many
other things to make the primary point clear enough for the readers.
This type of report writing is usually preferred for an important incident,
issue or matter by big organizations. Formal report writing is generally long and
expensive.
Formal Report writing has an internationally accepted pattern that includes
various components that are mentioned below.
Cover – The cover of a report is something that drives a reader’s attention
first. The report’s cover leaves a huge impression on the reader’s mind and he/she
can get an idea regarding the report’s topic or quality through the cover design.
he report writer must take care of the cover of the report with has a major role to
depict the report brief. GUIDELINES FOR
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 Business Communication Title of The Report – This component includes the report’s title and the
name of the writer. Apart from these things, the title can also have a date and the
name of the organization for which the report has been prepared.
NOTES Table of Contents – This section includes headings and subheadings of the
primary text written. This is a very important portion of report writing. It helps
your readers to reach desired sections in your report in a hassle-free manner.
Summary – Here you basically provide the synopsis of the whole report’s
primary text and you can also call it an informative summary.
Many times, it is referred as ‘executive summary’. You can also use
descriptive summary which is a simple table of contents. The format is always
decided by the organization.
Introduction – This is the most important section of the main text. The
main text always includes three components – introduction, discussion, and
conclusion.
Here, you introduce the main text of your report in the most intriguing a
detailed manner so that all types of readers can get your point without much
effort.
Conclusion/Recommendation – You can present the summary of the
discussion section here. Here, you mention your findings and recommend the
elements to your readers as per your overall evaluation.
Appendix – In the appendix portion, you can attach the graphs, lists, survey
and suchlike stuff that are related to your report and helps your readers to
understand the report comprehensively.
Reference/Bibliography – You can cite your report’s references in this
portion.

Informal Report Writing

This type of report writing is comparatively easier and less time-consuming
than the formal report writing. Here, you need to perform lesser research and it
also includes lesser components.
The basic components of informal report writing include – Introduction,
Discussion & Reference/Recommendations. Different organizations include
more components to this type as per their requirements.
Informal Report Writing can also be divided into few types – Credit Report,
Feasibility Report, Progress Report, Sales Activity Report, Financial Report,
Personal Evaluation and Literary Report.

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Report Writing-useful hints Business Communication

Know the Objective

Like any other process, report writing sets its base on the purpose, why a
NOTES
report is being created. With a clear objective ahead, it helps report writer to stay
focused and produce quality report that is easier to engage the reader.

Understand Your Audience

Right understanding of the audience definitely leads to a quality report. For
example, an annual financial report for stakeholders is completely different from
a financial review.
And with an understanding, a writer can alter the use of language, data
incorporated and supporting material that can uplift the indulgence for the set
audience.
Having a personal touch as per the audiences’ preference can help produce
ideas based on their choice. With an understanding writer can present the report
that suits their preference.

Know the Report Format and Types

For a report to be an effective communication tool, it must follow a
particular format or type. Deciding on parameters like, written report or
presentation; what type – formal, informal, financial, annual, technical, fact-
finding or problem-solving report; design templates if any available.

Collect the Facts and Data

Adding figures, facts and data adds credibility to the report and strengthens
the argument. Adding data or facts brings along a crucial responsibility to cite or
mention the sources, like interviews, articles, sayings, articles, etc.

Structure the Report

A report typically has four elements, the executive summary (this is written
after the report is finished), introduction (this includes the structure of the report
and table of contents), body (main text and report is occupied in this portion),
conclusion (this is a binding portion that brings all the elements of the report into
a systematical end).

Edit
The initial draft of report writing is never perfect (at least 90% of times).
This calls for edition and revision of the content.
Best practice can be keeping aside the report document for few days and
then once more start working over it again or ask a fellow member to review or
proofread it for you. GUIDELINES FOR
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 Business Communication Final Draft
After editing and proof reading, your final report is ready for submission.
Reports could also be classified as routine and special.
NOTES

Routine reports
• To monitor and regulate routine processes in an organization.
• Carried out on hourly/daily/weekly/monthly basis.
• Gives information with interpretation.
• Usually prepared in standard format.
• Simply give information about facts.
• E.g. financial statements, sales reports, audit reports, minutes of meeting,
performance report, progress report etc.

Special reports
• Prepared on one time basis to solve a particular problem.
• Information – interpretation – analysis of data.
• More difficult to prepare as there is no standard format.
• E.g. feasibility report, F.I.R., project report, survey report
Group Discussions: Introduction, What is a Group Discussion?
It is a verbal performance where participants have to talk their way. It is a
leaderless discussion as it aims to find out natural leadership qualities in an
individual. It is a technique for screening candidates and testing their potential.
It is a tool to assess candidate in a group at one go and select the best one.

Preparing for GD
Content: Develop subject knowledge on current affairs, general awareness
& business trends.
Structure arguments [for & against] on selected topics, considering both
sides to the argument.

Plan for short and crisp points.

Display Behavioral Traits: Leadership trait by showing direction to the
group whenever group moves away from the topic, coordinate the effort of
participants.
Assertiveness is displayed when you put your point to group in a very
GUIDELINES FOR
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92 COMMUNICATION
 Listening skills can be displayed by striking a proper balance between Business Communication
expressing your ideas &imbibing suggestons.
Creativity is reflected when you put across a new idea, such that it is
discussed at length by the group Practice: GD skills cannot be learned from NOTES
books. Get into practice groups.
Get skilled people to observe and give feedback.
Spend a lot of time analysing each GD performance. Plan specific
improvements

Useful Tips
• Be prepared with some of the topics. Keep yourself updated on current
affairs.
• Listen to the given topic carefully. Structure your points on the sheet
provided.
• Try to remember the names of the participants in the GD, when you are
targeting individuals address them with the names.
• Be assertive not dominating.
• Initiate GD only when you understood the topic clearly & have some
knowledge
• Do not interrupt anyone while speaking even if you don’t agree with
his/her. Wait for your chance.
• Use simple words while speaking. Don’t be too aggressive if you are
disagreeing with someone.
• Formal dressing.
• Be confident. Do not try to dominate anyone.
• Keep positive body language.
• Show interest in discussion.

Attending Job Interviews

An interview is your first impression on the employer. Preparing for an
interview primarily means taking time to thoughtfully consider your goals and
qualifications relative to the position and employer. To accomplish this, you
should perform research on the company and carefully review the job description
to understand why you would be a good fit.
These are very general tips which apply differently to different situations.
GUIDELINES FOR
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 Business Communication • Basic research of the organization and the employer
• Keep the CV and other documents organized

NOTES • Study your resume and know everything on it

• Punctuality
• Crisp dressing
• Do not fiddle
• Greet with a firm handshake
• Posture: Sit with your back straight and do not rest your hands on the
table
• Listen well and ask questions to clarify doubts, if any.
• Maintain a smile
• Practice Interview Etiquette
• Prepare for Common Questions
*****

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 Business Communication

UNIT - VI
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NOTES

COMMUNICATION,
COMMUNICATION STRATEGY FOR
MANAGERS

Content
• Role of technology in Communication
• Telephone Etiquette
• Netiquette
• Communicating different types of messages
• Effective team communication
• Motivational communication

Learning Objectives
After studying this lesson, you should be able to:
• understand the role of technology in communication
• communicate different types of message like – positive, negative ,
persuasive effectively
• communicate successfully in teams
• be acquainted with internet etiquette / netiquette

Role of Technology in Communication

Technology has altered modern life in many ways, especially in the
workplace. The development of wireless communication has altered the business
world. Business communication, in particular, has seen some of the greatest
progression due to technological developments.
As time goes on, more emerging technologies will change the way we
communicate and it will be up to us to embrace them or not. Technology has
completely changed how organizations and individuals are communicating.
Telephone, tele-fax, teleconferencing, email, text messaging, podcast, blog,
wikis, videos, social media, power point, etc are some of the forms of technology
in communication. TECHNOLOGY
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 Business Communication Use of technology for business
• Product Launch
• Product or service surveys
NOTES
• Social interaction with consumers
• Video Conferencing
• Efficiency in work
• Ease of documentation and archiving data
• Speed of sending the required information
• Improves organizational communication
• Speeds decision making in an organization
• Influences the way people interact in organizations
• Provides a voice to those who normally would not speak up in groups

Internet Etiquette /Netiquette

Etiquette is ingrained into culture, although etiquette in technology is a
fairly recent concept . The rules of etiquette that apply when communicating over
the Internet or social networks or devices are different from those applying when
communicating in person. Communicating with others via the Internet without
misunderstandings in the heat of the moment can be challenging, mainly because
facial expressions and body language cannot be interpreted in cyberspace. The
rules of etiquette are just as important in cyberspace as they are in the real world
. Following are few etiquette one needs to follow in cyberspace:
• Keep your messages short and to the point.
• If You Wouldn't Say it on Someone's Face, Don't Say it Online.
• Don't write in capitals. Its rude.
• Don't reply a private message on "reply all.
• Always greet people correctly, it makes you seem friendly.
• Don't forward or create chains. They are meaningless and people hate
them
• Be discrete, don't give fake information, but don't give out your personal
information like phone numbers and addresses.
• Do not curse, swear or insult others on the net.
• Do not reply to strangers
• Think before you send your message
• Use emoticons to show your tone (serious, humorous, furious) to the
TECHNOLOGY
receiver.
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 • Use proper spelling and grammar. Business Communication
• Do not use the ‘high priority’ option unless and until the content
genuinely needs priority
NOTES
• Once you finish with your e-mail or the typing in the chat, read
thoroughly to check what you have written and make necessary changes
if required.
• Know the proper use of “cc” and “bcc” while mailing.
• While discussing anything confidential it is best to avoid using emails.
• Use appropriate and short subject headers. People do not find long subject
titles interesting and are discouraged people from reading your mail.
• Use abbreviations only when required and make sure they are well known
and used commonly.

Communication Strategy for Managers

Messages can be classified into 4 broad categories depending upon the
meaning or feelings they convey as under:
• Positive
• Negative
• Neutral
• Persuasive
Positive Messages: Always convey good, positive feelings. Letters of
appreciation, appointment, sympathy all fall in this category.
The receiver is happy to receive positive messages.
Example:

Dear Mr. Anil Sharma,

With reference to your interview, we are pleased to appoint you as
Marketing Executive in our Company. You will be joining our office at Kalyani
Nagar on 25.04.2018 at 9.30 am.
Kindly bring all the original certificates as requested during the interview.
Please acknowledge the receipt of this letter and your willingness to join
our company before 15.04.2018 so as to make the necessary arrangements.
Thanking you and looking forward to see you soon.

Sincerely Yours
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 Business Communication Negative Messages: Always convey disappointment, disapproval,
dissatisfaction. Letters of job denial, refusal, disagreements, denials, rejection
fall in this category.
NOTES Example:

Dear Mr Anil Sharma,

This is in reference to your interview you had last week in our Organization.
We regret to inform you that we cannot accommodate you for the post of
Marketing Executive as it requires the candidate to re-locate to Mumbai. At the
time of interview, you had expressed your inability to re-locate to any other city.
However, looking into your experience, we may be able to find a suitable
position for you in near future in our Organization.

Best Wishes.

Sincerely Yours
Vishal Gupta

Neutral Messages: Convey no feelings, contain information which

necessitates action.
Day to day letters, routine reports, memo, reminders, proposals all fall in
this category.
Example:

Dear All,
As we are about to start the new Academic year within a month, all of you
are required to submit their academic reports for the last term as per the specified
formats. The meeting for the same is scheduled on Saturday, 20.04.2018.
All the staff members are expected to come prepared with the necessary
reports for the meeting.

Regards,
Anil Mehta

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 Persuasive Messages: Communication which demands action, to agree with Business Communication
the sender’s point of view are persuasive messages.
E.g. used in marketing, selling - persuading a customer to buy your product.
NOTES
Example:

<purpose>
To persuade my boss to buy coffee vending machine. I want to make him
interested, and agree to talk to me about it.
Dear Sir,
<attention>
According to a survey of top firms, the 2nd highest reason for time wasting
in the office is going out to have coffee.
<interest>
It is assumed, employees extend their lunch breaks to have coffee after
lunch. Employees who have coffee in the office however, usually drink it at their
desk. Some companies have promoted casual coffee areas, because often
employees can talk about complex work issues in a relaxed way. This saves time
on having meetings and sending a long list of emails.
<desire>
I was at D-Mart during the weekend and noticed a 30% discount on a really
good coffee vending machine. Also, the employee association has agreed that if
the company can buy a machine, they will take care of all the coffee, the cups,
the reloading and the maintenance fee.
<action>
In short, I think the office will benefit if we have an coffee vending machine.
Can we meet up later and talk about if the company can buy an coffee vending
machine?

Strategies for communicating in teams

Clarity of roles and responsibilities
Feedback system
Open door policy
Frequent meeting with employees
Make the required information available all the time for the employees
Practice team building exercises to boost morale of the employees and team spirit TECHNOLOGY
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 Business Communication Understand diversity and accept it
Identify and respect individual strengths and use them to the fullest.
Be open and honest with your team members.
NOTES
Be ready to accept / own your mistakes
Give credit to team members for their contribution
Use appropriate forms of communication according to the situation

Motivational communication
In an Organization, it is the people, the human resources who are the most
important assets. It is the HR who achieves the goals of the Organization. The
moral of the employees has a direct impact on their productivity. Employee
motivation is of utmost importance for the organization. It depends on a number
of factors like compensation, work environment, HR policies of the organization,
and relations with colleagues. The Management needs to understand the role of
communication in maintaining employee motivation levels. A motivated
employee will always demonstrate quality output, better productivity, less
absenteeism and will influence others positively. Effective communication by
Managers will generate enthusiasm and motivate the employees to give their
best. Such a motivated group will exhibit better cooperation in teams and give
enhanced outcomes. Managers have to continuously device new motivational
strategies for their employees. Here are few of the strategies Managers can adopt:
• Plan weekly communication meetings with the staff. The employees feel
they are being heard which gives them a sense of belonging to the
Organization.
• Align the individual employee’s goals to the goals of the organization.
Many a times, employees are unaware about what role they play in
achieving organizational goals. They do not understand how their
contribution will help the organization to do better. Motivational
communication will ensure that people realize how their inputs help in
achieving the goals of the organization.
• Show interest in your employee’s concerns, try to solve them. Your
commitment in their concern will give them a feeling of being cared for
Empathize with your employees, try to give solution to their issues either
immediately or fix a deadline by which they will be relieved of their
worries.
• Empower the employees, unleash their potential. This will motivate them
to perform better.
• Encourage effective upward communication. This will help the Managers
to understand the ground realities and give a solution to the employee’s
TECHNOLOGY problems. This will develop trust among the employees and inspire them
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 • Practice positive communication. For example, instead of threatening or Business Communication
scolding an employee for poor performance, offer rewards and
opportunities for improvement. When employees feel assaulted,
motivation suffers, but when offered reward, they may feel electrified NOTES
and perform better.
• Statistics have shown that positive motivational techniques like
encouragement are more effective than criticism and stress in getting the
best out of employees.

References
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notes/communication-management-notes/notes-on-design-of-communic
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business-communication.html
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chapter/what-is-organizational-communication/
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communication/
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communication.html
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types-of-communication-and-channels/
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organization-61447.html
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communication-and-its-types/ TECHNOLOGY
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• http://www.managementstudyguide.com/communication-flows.htm COMMUNI... 101
 Business Communication • http://study.com/academy/lesson/channel-of-communication-types-
definition-quiz.html
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NOTES
• http://work.chron.com/10-types-business-letters-9438.html
• https://www.nmu.edu/writingcenter/parts-business-letter
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57164.html
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of-agenda/
• http://www.yourarticlelibrary.com/business-communication/3-
components-of-a-business-meeting-notice-agenda-and-minutes/27668
• http://www.managementstudyguide.com/business_communication.htm
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communication-and-its-types/
• http://open.lib.umn.edu/organizationalbehavior/chapter/8-4-different-
types-of-communication-and-channels/
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organization-61447.html
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• http://study.com/academy/lesson/channel-of-communication-types-
definition-quiz.html

*****

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