CH 1-

A) Meaning, Importance & Objectives of Business Communication

B) Written Communication
1.1 Introduction
• Business organizations are human mechanisms created to achieve predetermined objectives.
• Communication is essential for the functioning of organizations, enabling managers to get work done from people at
different levels.
• Effective communication is necessary for achieving business objectives within stipulated timeframes.
• The basic managerial functions (planning, organizing, staffing, directing, coordinating, and controlling) rely on
effective communication.
• With advancements in communication technology, new tools like cell phones, computers, the Internet, emails, and
videos are now used.
1.2 Presentation of Subject Matter
• This unit discusses the concept of communication in general and business communication in particular, along with
its importance, objectives, forms, and process.
• It also covers barriers to effective communication and remedies to overcome them.
• Various types of business letters, including banking and agency correspondence, and techniques for writing meeting
notices, agendas, resolutions, and minutes are discussed.
1.3 Business Communication: Meaning and Definitions
• Communication: The action of conveying or exchanging information and ideas.
• Business Communication: A specialized branch of general communication concerned with business activities. It
involves the transfer of information within and outside the business environment.
1.3.1 Importance of Business Communication
• Business communication occurs in highly structured settings within and between organizations and their
environments.
• It is goal-oriented and essential for persuading customers, satisfying their needs, marketing products, controlling
performance, improving labor-management relations, and more.
• Managers spend over 60% of their time communicating with people.
1.3.2 Objectives of Business Communication
• Exchange information with internal and external parties.
• Provide necessary information for formulating plans.
• Transmit plans throughout the organization for successful implementation.
• Formulate business policies.
• Harmonize efforts of employees towards achieving objectives.
• Direct, motivate, lead, and control employees.
• Coordinate various functional departments.
• Make employees aware of their duties and responsibilities.
• Seek novel ideas, suggestions, and opinions.
• Keep stakeholders informed about the organization's vision, mission, goals, and objectives.
• Build and nurture harmonious relationships with employees.
• Help employees convey their difficulties and grievances.
• Orient newly appointed employees.
• Provide information about products and promotional schemes to customers.
• Build and maintain good relations with investors, bankers, suppliers, customers, government agencies, competitors,
and society.
1.3.3 Principles of Communication
1. Clarity: The message should be clear and free from ambiguity.
2. Conciseness: The message should be brief and to the point.
3. Correctness: The message should be grammatically and factually correct.
4. Concreteness: The message should be specific and definite.
5. Completeness: The message should include all necessary information.
6. Courteousness: The message should be polite and respectful.
 7. Coherence: The message should be logically organized.
1.3.4 Forms of Communication
• Intrapersonal Communication: Communicating with oneself.
• Interpersonal Communication: Exchange of ideas and information between two or more people.
• Interviewing: Communication in the form of question and answer.
• Small Group Communication: Interaction within a small group of people.
• Organizational Communication: Communication within members in an organizational setting.
• Public Speaking: Communication between a speaker and an audience.
• Computer-mediated Communication: Communication through electronic media.
• Mass Communication: Communication to a large audience through print, audio, and audio-visual media.
1.3.5 Process of Communication
1. Sender: The person who sends the message.
2. Message: The content to be conveyed.
3. Encoding: Converting the message into symbols.
4. Medium/Channel: The path through which the message is transmitted.
5. Receiver: The person to whom the message is sent.
6. Decoding and Understanding: Interpreting the message.
7. Feedback: Ensuring the message has been received and understood.
1.3.6 Barriers of Effective Communication
• Semantic or Language Barriers: Differences in language and interpretation.
• Physical or Environmental Barriers: Noise, technical issues, and geographical distance.
• Organizational Barriers: Complex structures and rigid rules.
• Emotional or Psychological Barriers: Pre-mature evaluation, inattention, and distrust.
• Personal Barriers: Age, education, background, and personal beliefs.
1.3.7 Techniques of Effective Communication
1. Perfect Planning: Clear objectives and proper medium selection.
2. Selection of Proper Language: Simple and understandable language.
3. Shortened Chain of Communication: Reducing intermediaries.
4. Careful and Attentive Listening: Active listening to understand the message.
5. Proper Use of Body Language: Non-verbal cues to support the message.
6. Proper Timing: Communicating at the right time.
7. Consideration of Space: Maintaining appropriate distance.
8. Follow-up and Feedback: Ensuring the message is understood and acted upon.
9. Development of Mutual Trust: Building trust and confidence.
10. Coordination: Ensuring all parts of the organization are aligned.
11. Communication Audit: Regularly reviewing communication processes.
1.4 Written Communication: Meaning and Definitions
• Written communication involves conveying a message through written symbols.
• It is a formal and inflexible method of communication, creating a permanent record for future reference.
1.4.1 Business Letters
• Business letters are a common form of written communication in business.
• They cover various types such as purchase letters, sales letters, inquiry letters, circulars, quotations, orders,
acknowledgments, execution letters, complaints & claims, adjustment letters, collection letters, banking
correspondence, and agency letters.
1.4.2 Types of Business Letters
1. Purchase Letter: Communicates a vendor about the purchase of products or services.
2. Sales Letter: Persuades a potential buyer to purchase a product or service.
3. Letter of Enquiry: Asks for information about products or services.
4. Circular Letter: Addressed to a large number of people, usually formal and official.
5. Letter of Quotation: Quotes the price for a product or service.
6. Letter of Order: Places an order for goods or services.
7. Acknowledgment of an Order: Confirms receipt of an order.
 8. Execution Letter: Informs the customer that the ordered goods have been delivered.
9. Complaints and Claims Letter: Addresses grievances or issues with products or services.
10. Letter of Adjustment: Responds to a customer's claim letter.
11. Collection Letter: Requests payment for goods or services sold.
12. Banking Correspondence: Communication between business organizations and banks.
13. Agency Letters: Appoints agents to carry out business operations on behalf of the principal firm.
1.5 Meetings
• Meetings are gatherings for mutual interaction and decision-making.
• They are essential for discussing and deciding upon various business-related matters.
1.5.1 Notice of Meeting
• A notice of meeting informs members about the date, time, place, and agenda.
• It must be given in a proper form, at the proper time, and in a proper manner.
1.5.2 Agenda of Meeting
• An agenda lists the items to be discussed and decided upon at a meeting.
• It helps members prepare for the meeting.
1.5.3 Resolutions in Minutes
• Resolutions are formal decisions made during the meeting.
• They are recorded in the minutes book.
1.5.4 Minutes Writing
• Minutes are the official records of the proceedings and decisions of a meeting.
• They should be written in a clear, concise, and accurate manner.
CH 2- Application Letter and Report Writing
2.1 Introduction
• Before modern technology made communication easy, letter writing was an important skill.
• Even today, letters are crucial for communication in both professional and personal contexts.
2.2 Presentation of Subject Matter
• This unit discusses different types of application letters and report writing, along with their essential components.
2.3 Application/Cover Letter: Meaning
• Application letters are written for various purposes, such as job applications, admissions, leave requests, loans,
internships, visas, and permissions.
• Also known as cover letters, they summarize your strongest and most relevant skills and abilities.
2.3.1 Covering Letter
• A cover letter is a one-page document submitted with your resume.
• It introduces you and briefly communicates your personal and professional background.
• Key elements include contact information, salutation, opening paragraph, middle paragraph, closing paragraph, and
complimentary close.
• Formatting tips: use simple and professional font, single spacing, and ensure the letter is concise and specific.
2.3.2 Bio-Data
• A bio-data or resume is a written statement of your education, work experience, and intended career path.
• It helps employers evaluate candidates before meeting them.
• Key components include personal details, educational qualifications, work experience, strengths and weaknesses,
and personal details.
2.3.3 Interview Call Letter
• An interview call letter is a formal invitation to shortlisted candidates for an interview.
• It includes details such as date, time, location, and instructions on bringing relevant documents.
• Format includes sender information, candidate's name and address, subject, and details of the interview.
2.3.4 Reference Letter
• A reference letter is provided by a previous employer to recommend a candidate for a new job.
• It includes information about the candidate's performance and suitability for the new role.
• Format includes sender and receiver information, and a detailed recommendation.
2.3.5 Appointment Letter
• An appointment letter is an official communication confirming a candidate's selection for a job position.
 • It includes details about the job role, salary, probationary period, working hours, leave policy, and notice period.
• Format includes sender and receiver information, subject, and terms and conditions of employment.
2.3.6 Confirmation Letter
• A confirmation letter is given to an employee upon completing the probation period, confirming their employment as
a permanent employee.
• It includes reference to the appointment letter, confirmation date, and any changes in salary structure.
• Format includes sender and receiver information, subject, and confirmation details.
2.3.7 Promotion Letter
• A promotion letter is given to an employee to offer a promotion, raise, or new role in the organization.
• It appreciates the employee's work and outlines the new roles and responsibilities.
• Format includes sender and receiver information, subject, and promotion details.
2.3.8 Retrenchment Letter
• A retrenchment letter is given to employees when they are laid off due to reasons such as restructuring, economic
recession, or company takeover.
• It includes details about severance pay and benefits.
• Format includes sender and receiver information, subject, and retrenchment details.
2.3.9 Resignation Letter
• A resignation letter is a formal document written by an employee to notify their employer that they are leaving their
job.
• It includes the notice period and a request for full and final settlement.
• Format includes date, recipient information, subject, and resignation details.
2.4 Report Writing
• Reports provide accurate, objective, and factual information to aid decision-making.
• Effective report writing is crucial for communicating ideas in a competitive business environment.
2.4.1 Types of Reports
• Routine Reports: Periodical reports prepared at regular intervals.
• Special Reports: Prepared for specific situations or problems.
• Internal and External Reports: Internal reports stay within an organization, while external reports are for public
distribution.
• Informational and Analytical Reports: Informational reports provide objective information, while analytical reports
solve problems and offer suggestions.
• Informal and Formal Reports: Informal reports are short and casual, while formal reports are structured and
detailed.
• Short or Long Reports: Short reports are concise, while long reports are detailed.
• Proposal Reports: Propose ideas or methods to solve issues.
• Vertical or Lateral Reports: Vertical reports move upward or downward in an organization, while lateral reports travel
between departments.
• Periodic Reports: Issued on scheduled dates.
• Functional Reports: For specific departments.
2.4.2 Components of Formal Reports
• Prefatory Section: Includes cover, title page, letter of transmittal, list of illustrations, and executive summary.
• Main Section: Includes introduction, methodology, findings, discussions, conclusions/recommendations, and
limitations.
• Supplementary Section: Includes appendices, glossary, and bibliography/references.
2.4.3 Business Reports
• Business reports summarize and analyze situations, issues, or facts and make recommendations.
• Types include analytical, informational, research, explanatory, and progress reports.
2.4.4 Report by Individual
• Reports written by individuals follow a logical presentation and are addressed to the person or body that assigned the
report.
2.4.5 Report by Committee
• Prepared by committee members, often written by the secretary or convener with inputs from other members.
 • Types include standing committee reports, special or adhoc committee reports, minority reports, and majority
reports.
2.5 Summary
• Application letters and various other formal letters are essential for creating employee records.
• Report writing is a formal style of writing that provides information for decision-making.
CH 3- Oral Communication Meaning & Importance of Group Discussion, Interviews & Interview Methods
3.1 Introduction
• Communication involves sharing information, ideas, and feelings to construct meaning, establish relations, and build
understanding.
• It includes spoken and written words, body language, personal mannerisms, style, and the physical environment.
3.2 Presentation of Subject Matter
• Communication plays a vital role in organizations, aiding in decision-making and implementation.
• Business communication involves the expression, channeling, receiving, and interchanging of ideas within and
outside the organization for commercial benefit.
3.3 Oral Communication
• Oral communication is the process of verbally transmitting information and ideas.
• It includes conversations, monologues, dialogues, talks, speeches, and chats.
3.3.1 Methods of Oral Communication
1. Face-to-Face Communication: Natural way of transmitting messages, allowing for words and expressions.
2. Communication through Mechanical or Electronic Devices: Includes telephone, intercom systems, dictaphones,
electric paging systems, buzzers, and cellular phones.
3.3.2 Speaking and Listening
• Speaking involves word choice, delivery, and non-verbal communication.
• Listening is crucial for effective communication, requiring attention, objectivity, and an open mind.
3.3.3 Meeting Speeches
• Different people absorb information in distinct ways: why, what, how, and what if.
• Understanding these preferences helps in effective communication.
3.3.4 Techniques of Eliciting Response, Probing Questions, Recording, and Closing
1. Open and Closed Questions: Open questions elicit longer answers; closed questions receive short, factual answers.
2. Funnel Questions: Start with general questions and drill down to specifics.
3. Probing Questions: Seek more detail or clarification.
4. Leading Questions: Guide the respondent to a particular answer.
5. Rhetorical Questions: Statements phrased as questions, not expecting an answer.
6. Using Questioning Techniques: Enhance learning, relationship building, managing, coaching, avoiding
misunderstandings, defusing situations, and persuading people.
3.3.5 Observation
• Observation skills depend on communication, emotional intelligence, critical thinking, and attention to detail.
• Types of observation include participant, non-participant, controlled, uncontrolled, structured, and unstructured.
3.3.6 Advantages of Oral Communication
• High level of understanding and transparency.
• Flexibility and spontaneity.
• Time-saving and cost-effective.
• Essential for teamwork and resolving conflicts.
3.3.7 Disadvantages/Limitations of Oral Communication
• Less authentic and organized than written communication.
• Time-consuming in meetings.
• Prone to misunderstandings and requires attentiveness.
3.3.8 Benefits from Communication
• Better engagement, increased morale, improved productivity, less ambiguity, reduced churn, greater loyalty, better
collaboration, fewer conflicts, and greater motivation.
3.3.9 Threats of Poor Communication
 • Low engagement, low trust, reduced profitability, frustration, inability to move quickly, misalignment, slow growth,
reduced customer loyalty, and poor communication costs.
3.4 Meaning and Importance of Group Discussion
• Group discussion involves exchanging ideas among participants on a specific topic.
• It assesses overall personality, thoughts, feelings, and behavior in a group.
3.4.1 Types of Group Discussion
1. Topic-Based Group Discussion: Includes factual, controversial, and abstract topics.
2. Case-Based Group Discussion: Involves discussing small cases to assess problem-solving abilities.
3.4.2 Purpose of Group Discussion
• To reach a solution, generate ideas, select applicants, and train in interpersonal skills.
3.4.3 Importance of Group Discussion in Business
• Provides suggestions, wide approach, decision-making, exchange of ideas, and productive activity.
3.4.4 Importance of Group Discussion in Selection Process
• Assesses assertiveness, teamwork, leadership qualities, and communication skills.
3.4.5 Tips for Effective Group Discussion
• Agree and acknowledge interesting points, disagree politely, stick to the theme, follow etiquettes, be confident, and
respect contributions.
3.5 Interview
• An interview is a planned communication technique to examine behavior and gather information.
3.5.1 Types of Interviews
1. Non-Directive Interview: Questions are asked as they come to mind.
2. Directive or Structured Interview: Uses a predetermined set of questions.
3. Situational Interview: Confronts the applicant with hypothetical incidents.
4. Behavioral Interview: Focuses on actual work incidents.
5. Stress Interview: Tests responses to aggressive or stressful situations.
6. Panel Interview: Involves multiple interviewers asking questions.
CH4- Non verbal Expression
4.1 Introduction
• Communication does not always require formal language. It can take place without uttering or writing any words.
• Non-verbal communication includes all messages other than those expressed in oral or written words.
• Albert Mehrabian's 7-38-55 rule states that 7% of meaning is communicated through spoken words, 38% through tone
of voice, and 55% through body language.
4.2 Presentation of Subject Matter
• This unit discusses the concept and forms of non-verbal communication and various electronic communication
media.
• Focuses on body languages, gestures, postures, facial expressions, dress codes, and electronic media like
telecommunication, teleconferencing, fax, e-mail, and social communication networks.
4.3 Non-Verbal Communication: Meaning
• Non-verbal communication is word-less communication that conveys emotions, needs, intentions, attitudes, and
thoughts without verbal language.
• Forms of non-verbal communication include body languages (kinesics), vocal characteristics (paralanguage), space
(proxemics), and silence.
4.3.1 Body Languages
• Body language is a range of non-verbal signals used to communicate feelings or information.
• It includes facial expressions, body movements, gestures, and postures.
• Body language is important in everyday life, business, public speaking, interviews, and negotiations.
4.3.2 Gestures
• Gestures are small body movements that transmit messages.
• They can be used with or without verbal communication to express ideas, feelings, or emotions.
• Examples include shoulder shrugging, thumbs-up, eye signals, and hand movements.
4.3.3 Postures
• Posture refers to the position adopted by the body at a particular point in time.
 • It reveals a person's current state of mind, mood, confidence level, and attitude.
• Examples include standing erect, leaning forward, crossing arms, and sitting positions.
4.3.4 Facial Expressions
• Facial expressions convey a wide range of emotions like happiness, sadness, anger, fear, and excitement.
• Different parts of the face (upper face, middle face, lower face, sides of the face) contribute to various expressions.
• Facial expressions can be intentional or unintentional and vary across cultures.
4.3.5 Dress Codes
• Dress code is a standard of dress established for a given environment, such as military, school, business, or cultural
groups.
• Dress plays a significant role in describing personality, background, and financial status.
• It creates an atmosphere of uniformity and conveys a certain message in professional settings.
4.4 Application of Electronics Media and Communication
• Electronics play a crucial role in modern communication, making it more efficient and comfortable.
• Electronic devices and systems are used for acquiring, processing, storing, displaying, analyzing, protecting, and
transferring information.
4.4.1 Telecommunication
• Telecommunication involves the electronic transmission of information over distances.
• It includes telephone networks, radio broadcasting systems, computer networks, and the Internet.
• Advantages include quick communication, increased efficiency, worldwide access, and improved management
effectiveness.
4.4.2 Teleconferencing
• Teleconferencing allows direct communication between participants in different locations using public telephone
systems.
• It includes audio and audiovisual meetings with two or more participants.
• Advantages include time and cost savings, improved communication, and increased attendance.
4.4.3 Fax
• Fax is the telephonic transmission of scanned printed material, such as text or images, to a telephone number
associated with a printer.
• It allows the transmission and reproduction of documents quickly and accurately.
• Advantages include low cost, simplicity, and the ability to send hard copies.
4.4.4 E-Mail
• E-mail is a quick and efficient form of communication that allows sending and receiving messages almost instantly.
• It provides services like message composition, transfer, reporting, displaying, and disposition.
• Advantages include paperless communication, speed, ease of use, and mass sending of messages.
4.4.5 Social Communication Network
• Social communication networks are online platforms that allow people to build social networks or relationships.
• Examples include Facebook, YouTube, WhatsApp, Instagram, TikTok, Snapchat, Reddit, Pinterest, Twitter, and
LinkedIn.
• Advantages include instant connectivity, online marketing, educational purposes, and information sharing.