Business Communication Process

What is Business Communication Process -Business Communication Process has been

defined as transferring of a thought or idea from one person or group of persons to another
person or group of persons so that it can be understood and acted upon and Business
Communication Process is the system by which a message goes to the sender from the
receiver in an organized way.

So, we can define Business Communication as the method by which sender and receiver
exchange necessary information. Different writers have showed Business Communication
process in different ways through different models. The communication process is shown
below through the modern model of communication.

1. Sender: The sender or the communicator is the person who initiates the conversation
and has conceptualized the idea that he intends to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he uses certain
words or non-verbal methods such as symbols, signs, body gestures, etc. to translate
the information into a message. The sender’s knowledge, skills, perception,
background, competencies, etc. has a great impact on the success of the message.
3. Message: Once the encoding is finished, the sender gets the message that he intends
to convey. The message can be written, oral, symbolic or non-verbal such as body
gestures, silence, sighs, sounds, etc. or any other signal that triggers the response of a
receiver.
4. Communication Channel: The Sender chooses the medium through which he wants
to convey his message to the recipient. It must be selected carefully in order to make
the message effective and correctly interpreted by the recipient. The choice of
medium depends on the interpersonal relationships between the sender and the
receiver and also on the urgency of the message being sent. Oral, virtual, written,
sound, gesture, etc. are some of the commonly used communication mediums.
5. Receiver: The receiver is the person for whom the message is intended or targeted.
He tries to comprehend it in the best possible manner such that the communication
objective is attained. The degree to which the receiver decodes the message depends
on his knowledge of the subject matter, experience, trust and relationship with the
sender.
 6. Decoding: Here, the receiver interprets the sender’s message and tries to understand it
in the best possible manner. An effective communication occurs only if the receiver
understands the message in exactly the same way as it was intended by the sender.
7. Feedback: The Feedback is the final step of the process that ensures the receiver has
received the message and interpreted it correctly as it was intended by the sender. It
increases the effectiveness of the communication as it permits the sender to know the
efficacy of his message. The response of the receiver can be verbal or non-verbal.
8. Noise: in Communication describes any impediment to the transmission of messages
between sender and receiver. Noise may distract the person receiving the message to
the point where they do not hear it completely. Noise may also hinder the sender’s
ability to communicate the message in the way they intended. Noise has the potential
to have a major impact on how we view our interactions with others and also on our
Communication proficiency.

Dimensions of Business Communication

The following diagrams illustrate how communications flow within organisations from the
perspective of a middle manager.

(a) Downward vertical flows

These are usually in the form of verbal or written messages. Verbal messages are usually
planned, intending to communicate a clearly defined set of instructions or information. The
written messages will usually be contained in memos, or notices of staff meetings.

(b) Upward vertical flows

These are used to convey information from lower staff levels to management. They can take
the form of progress reports or reports of grievance procedures. In a bureaucratic organisation
they will almost always be in written form. There may also be a “house style” determining
exactly how such written reports are presented to management.

(c) Horizontal flows

These take the form of the proceedings of cross-functional, problem-solving teams as found
in the task or people-culture organisations. They may occur at formal or informal meetings
within the functions or they may be responses to or requests for information.

(d) Diagonal communications

These may take the form of formal meetings or informal conversations. They often relate to
“fire-fighting” activities and cross-functional problem-solving. They may represent a move to
co-ordinate the roles of two or more sectors or departments in particular issues. Diagonal
communications can also be viewed as an attempt to improve internal communications so
that the passing of information and ideas is not restricted to and from management or along
the same levels of responsibility.
Informal communication systems tend to co-exist alongside the formal structures that are
established by management. In this way like-minded individuals form networks and
information is communicated as people chat during tea breaks, over the photocopier and as
they pass in corridors.

Such informal networks arise due to social needs and to fill the information gaps left by the
formal system.

When the informal network has grown to such an extent that information is more regularly
communicated through the informal rather than the formal routes, so much so that staff are
not formally informed of events affecting them, or the organisation is characterised by
rumour and gossip (known as the “grapevine”), then it is clear that the formal structure is
either inadequate or has broken down.
It is the role of managers to ensure that poor internal communication does not exist as it can
lead to mistakes in customer service, poor industrial relations, stress-related illness and
reduced levels of staff performance.

Internal and External Communication

There are many different types of communication that take place within business units, all of
which are crucial to operations. Communication is important firstly to make internal
processes run as smoothly as possible. In addition, significant communication takes place
with outside organisations and partners. Let's take a look and find out more about why
communication is so important.

Internal and external are terms used to describe different aspects of a business. Internal refers
to things that happen within the company, such as employee interactions, while external
refers to things that happen outside the company, such as interactions with customers or
suppliers.

Effective communication improves business efficiency. The exchange of information

between individuals or groups, either within the business (internal) or outside the business
(external) is called communication.

Internal communication is the process of exchanging information within a business,

while external communication is the process of exchanging information between a business
and its external stakeholders, such as customers, suppliers, or investors.
For example, if a business wants to communicate a change in its product offering to its
employees, it would use internal communication methods such as a staff meeting or an email.
On the other hand, if the business wants to promote the new product to customers, it would
use external communication methods such as social media ads or a press release.
7 Cs to effective communication

Think of how often you communicate with people during the day. You write emails,
facilitate meetings, participate in conference calls, create reports, devise
presentations, debate with your colleagues… the list goes on.

We can spend almost our entire day communicating. So, it stands to reason that
communicating clearly and effectively can boost productivity.

This is why the 7 Cs of Communication are helpful.

 The 7 Cs of Communication help you to communicate more effectively.

  The 7 Cs stand for: clear, concise, concrete, correct, coherent, complete, and
courteous. Though there are a few variations.
 You can use the 7 Cs as a checklist in your written and spoken messages .

1. Clear

When writing or speaking to someone, be clear about your goal or message. What is
your purpose in communicating with this person? If you're not sure, then your
audience won't be either.

To be clear, try to minimize the number of ideas in each sentence. Make sure that it's
easy for your reader to understand your meaning. People shouldn't have to "read
between the lines" and make assumptions on their own to understand what you're
trying to say.

Bad Example

Hi John,

I wanted to write you a quick note about Daniel, who's working in your department.
He's a great asset, and I'd like to talk to you more about him when you have time.

Best,

Skip

What is this email about? Well, we're not sure. First, if there are multiple Daniels in
John's department, John won't know who Skip is talking about.

Next, what is Daniel doing, specifically, that's so great? We don't know that either. It's
so vague, that John will definitely have to write back for more information.

Last, what is the purpose of this email? Does Skip simply want to have an idle chat
about Daniel or is there some more specific goal here? There's no sense of purpose to
this message, so it's a bit confusing.
Good Example

Hi John,

I wanted to write you a quick note about Daniel Kedar, who's working in your
department. In recent weeks, he's helped the IT department through several pressing
deadlines on his own time.

We've got a tough upgrade project due to run over the next three months, and his
knowledge and skills would prove invaluable. Could we please have his help with this
work?

I'd appreciate speaking with you about this. When is it best to call you to discuss this
further?

Best wishes,

Skip

This second message is much clearer because the reader has the information he needs
to take action.

2. Concise

When you're concise in your communication, you stick to the point and keep it brief.
Your audience doesn't want to read six sentences when you could communicate your
message in three. Ask yourself:

 Are there any adjectives or "filler words" that you can delete? You can often
eliminate words like "for instance," "you see," "definitely," "kind of,"
"literally," "basically," or "I mean."
 Are there any unnecessary sentences?
 Have you repeated the point several times, in different ways?

Bad Example

Hi Matt,
I wanted to touch base with you about the email marketing campaign we kind of
sketched out last Thursday. I really think that our target market is definitely going to
want to see the company's philanthropic efforts. I think that could make a big impact,
and it would stay in their minds longer than a sales pitch.

For instance, if we talk about the company's efforts to become sustainable, as well as
the charity work we're doing in local schools, then the people that we want to attract
are going to remember our message longer. The impact will just be greater.

What do you think?

Jessica

This email is too long! There's repetition, and there's plenty of "filler" taking up
space.

Good Example

Watch what happens when we're concise and take out the filler words:

Hi Matt,

I wanted to quickly discuss the email marketing campaign that we analyzed last
Thursday. Our target market will want to know about the company's philanthropic
efforts, especially our goals to become sustainable and help local schools.

This would make a far greater impact, and it would stay in their minds longer than a
traditional sales pitch.

What do you think?

Jessica

3. Concrete

When your message is concrete, your audience has a clear picture of what you're
telling them. There are details (but not too many!) and vivid facts, and there's laser-
like focus. Your message is solid.
Bad Example

Consider this advertising copy:

The Lunchbox Wizard will save you time every day.

A statement like this probably won't sell many of these products. There's no pass ion,
no vivid detail, nothing that creates emotion, and nothing that tells people in the
audience why they should care. This message isn't concrete enough to make a
difference.

Good Example

How much time do you spend every day packing your kids' lunches? No more! Just
take a complete Lunchbox Wizard from your refrigerator each day to give your kids a
healthy lunch and have more time to play or read with them!

This copy is better because there are vivid images. The audience can picture spending
quality time with their kids – and what parent could argue with that? And mentioning
that the product is stored in the refrigerator explains how the product is also practical.
The message has come alive through these details.

4. Correct

When your communication is correct, your audience will be able to understand it. And
correct communication is also error-free communication. Make sure your message is
correct by asking yourself the following questions:

 Do the technical terms you use fit your audience's level of educatio n or
knowledge?
 Have you checked your writing for grammatical errors? (Remember, spell
checkers won't catch everything).
 Are all names and titles spelled correctly?

Bad Example

Hi Daniel,
Thanks so much for meeting me at lunch today! I enjoyed our conservation, and I'm
looking forward to moving ahead on our project. I'm sure that the two -weak deadline
won't be an issue.

Thanks again, and I'll speak to you soon!

Best,

Jack Miller

If you read that example fast, then you might not have caught any errors. But on
closer inspection, you'll find two. Can you see them?

The first error is that the writer accidentally typed conservation instead of
conversation. This common error can happen when you're typing too fast. The other
error is using weak instead of week.

Again, spell checkers won't catch word errors like this, which is why it's so important
to proofread everything!

5. Coherent

When your communication is coherent, it's logical. All points are connected and
relevant to the main topic, and the tone and flow of the text is consistent.

Bad Example

Traci,

I wanted to write you a quick note about the report you finished last week. I gave it to
Michelle to proof, and she wanted to make sure you knew about the department
meeting we're having this Friday. We'll be creating an outline for the new employee
handbook.

Thanks,

Michelle
As you can see, this email doesn't communicate its point very well. Where is
Michelle's feedback on Traci's report ? She started to mention it, but then she changed
the topic to Friday's meeting.

Good Example

Hi Traci,

I wanted to write you a quick note about the report you finished last week. I gave it to
Michelle to proof, and she let me know that there are a few cha nges that you'll need to
make. She'll email you her detailed comments later this afternoon.

Thanks,

Michelle

Notice that in the good example, Michelle does not mention Friday's meeting. This is
because the meeting reminder should be an entirely separate email. This way, Traci
can delete the report feedback email after she makes her changes, but save the email
about the meeting as her reminder to attend. Each email has only one main topic.

6. Complete

In a complete message, the audience has everything they need to be informed and, if
applicable, take action.

 Does your message include a "call to action," so that your audience clearly
knows what you want them to do?
 Have you included all relevant information – contact names, dates, times,
locations, and so on?

Bad Example

Hi everyone,

I just wanted to send you all a reminder about the meeting we're having tomorrow!

See you then,

Chris

This message is not complete, for obvious reasons. What meeting? When is it?
Where? Chris has left his team without the necessary information.

Good Example

Hi everyone,

I just wanted to remind you about tomorrow's meeting on the new telecommuting
policies. The meeting will be at 10 a.m. in the second-level conference room. Please
let me know if you can't attend.

See you then,

Chris

7. Courteous

Courteous communication is friendly, open and honest. There are no hidden insults or
passive-aggressive tones. You keep your reader's viewpoint in mind, and you're
empathetic to their needs.

Bad Example

Jeff,

I wanted to let you know that I don't appreciate how your team always monopolizes
the discussion at our weekly meetings. I have a lot of projects, and I really need time
to get my team's progress discussed as well. So far, thanks to your department, I
haven't been able to do that. Can you make sure they make time for me and my team
next week?

Thanks,

Phil
Well, that's hardly courteous! Messages like this can potentially start office -wide
fights. And this email does nothing but create bad feelings, which can lower
productivity and morale. A little bit of courtesy, even in difficult situations, can go a
long way.

Good Example

Hi Jeff,

I wanted to write you a quick note to ask a favor. During our weekly meetings, your
team does an excellent job of highlighting their progress. But this uses so me of the
time available for my team to highlight theirs. I'd really appreciate it if you could give
my team a little extra time each week to fully cover their progress reports.

Thanks so much, and please let me know if there's anything I can do for you!

Best,

Phil

What a difference! This email is courteous and friendly, and it has little chance of
spreading bad feelings around the office.

Types of Communication

Broadly Communication can be divided into three categories- verbal, non-verbal and visual.
The following sections will give details of each of these types and their sub-types.

1. Verbal Communication

This refers to Communication using spoken words of the language. But in the broader sense,
the written form of information is also a part of this. The word "verbal Communication" refers
to a sort of Communication in which a message is delivered orally, and it encompasses both
oral and written Communication. The goal of any Communication is for people to understand
what we're trying to express. The following categories are used to categorize verbal
Communication:

 Oral Communication

 Written Communication

a. Oral Communication

Communication using spoken word through a channel or media in direct or indirect

form; the information here is passed only in the form of sound. The conversation is an
oral mode of Communication which can take place. face-to-face, over the phone or via
voice messages. In oral Communication, spoken words are used. Examples include
face-to-face Communication, speech, telephonic Communication, video, radio,
television, and voice over the internet. Oral Communication is influenced by pitch,
loudness, tempo, and clarity of speech.

b. Written Communication

When information is delivered in the written form; letters, e-mails, texts, research
reports, handbooks or posters, even flyers or posts on social media are also considered
Communication. In written Communication, written signs or symbols are used to
transmit information. A handwritten message might be typed or handwritten. Messages
can be sent via email, letter, report, note, and other kinds of written Communication.
The message in written Communication is influenced by the vocabulary and grammar
used, as well as the writing style, precision, and clarity of the language used. The most
popular mode of corporate Communication is written Communication. As a result, it's
considered one of the most valuable commercial talents.

2. Non-Verbal Communication

Here the Communication is wordless and mainly facilitates verbal Communication. Facial
expressions, body language, signs and symbols, gestures, etc fall under this category. Your
expression often shows how you associate with the message. If these non-verbal expressions
are under control, Communication can be regulated too. There are several types of it. Nonverbal
Communication refers to the sending and receiving of nonverbal messages. We can say that
Communication other than oral and written, such as gestures, body language, posture, tone of
voice or facial expressions, is called nonverbal Communication. The most significant part of
nonverbal Communication is the speaker's body language. The receiver's interpretation of the
message is aided by nonverbal Communication. Nonverbal cues generally represent the
situation more accurately than verbal cues. Sometimes nonverbal response contradicts verbal
Communication and hence affects the effectiveness of the message

Nonverbal Communication has the following three elements:

Appearance: The speaker's appearance includes his or her clothing, hairstyle, neatness, and
cosmetic application.

Body Language: facial expressions, gestures, postures

Sounds: Voice Tone, Volume, and Speech rate.

a. Physical Non-Verbal Communication

Anything that is physically observable falls under this head. Body movements, body
language, hand gestures, posture, touch and stance, facial expressions etc are its
examples. Daily, as researchers

suggest, we use about 55% non-verbal or physical Communication method to convey

our message. If one's shoulders are drooped and he sits with his face in his hand, it can
be assumed that he is in despair or distress. Thus, biological reactions and emotional
situations are integral.

b. Paralanguage

This is simply to understand the implied meaning in addition to the explicitly stated
one. 38% of daily Communication is thus. Style of delivering a message, tonal quality
of voice, intonations, emotions and stress all indicate the inner meaning of what is being
said and one can thus read between the lines,

c. Aesthetic Communication
 This is how artists convey messages through art. Since historical times, art has been in
use as a mode of non-verbal Communication to date.

d. Appearance

Appearance creates the first impression of an individual. One's choice of attire, the
fabric of the cloth, the colour choice all determine what the audience thinks about the
deliverer.

3. Visual Communication

Using tools that involve visual aids like drawing diagrams, graphical representations and
illustrations, etc are modes of visual communication. These also aid verbal communication and
bring out a greater impact.