BUSINESS AND ELECTRONIC COMMUNICATION

(BUSINESS TECHNICAL WRITING)

BBA
Course: BA2406

Class 1
Your teacher

SHAZIM HUSSAIN
Subject Specialist-English (BS:17)
School Education and Literacy Department

Experiences:
Qualification: Prep & O_Level Teacher
The City School Larkana Campus
BS Honors (English Subject Specialist-English(BS:17)
Literature) IBA Public School Larkana
University of Sindh, Jamshoro Junior Elementary School Teacher
M.Phil (English Literature) School Education Department.
University of Sindh, Jamshoro Subject Specialist-English(BS:17)
School Education Department.
Your Introduction:
 your name and previous qualification
 what are your recent experiences of SZABIST?
 Do you think there is focus of this degree?
 Are you clear regarding your destiny? And
future road map?
 What is this Course about?
Guess it! what would you learn?
Course Description
This course teaches students to:
 Communicate at both personal and professional levels.
 Create competency in all forms of communication.
 Introduces communication theories and strategies for a
variety of business situations.
 Using a developmental approach to business communication
 The course examines methods for organizing ideas,
analyzing data, addressing diverse concerns, presenting
information
 Developing a professional communication style.
Learning outcomes of the course
On the completion of the course students will be able to:
 Identify the formal and informal communication process
 Examine verbal and non-verbal communications skills required
for professional communication
 Practice structural English as a way to improve professional
communication
 Apply various forms of professional communication for
business correspondence
 Demonstrate conflict resolution skills in professional setting
Course Objective
Students will be able to:
 Demonstrate the use of basic and advanced
professional communication techniques by composing
and presenting effective letters, e-mails, memos,
business reports and employment documents.
 The course will also improve their presentation skills.
 The course will also enable students to practice

aspects of structural English to improve their

professional communication
Topics to be covered…
The formal and informal communication process. Listening and
nonverbal communication skills

7 Cs of communication, Sentence structure.

Writing effective paragraphs

Writing formal and informal e-mails

Writing a letter of request/Business Letters

Writing a letter of complaint/refusal

Writing a cover letter/resume/CV

Midterm
 Today’s Agenda…

 The formal and informal

communication process.

 Listening and

 nonverbal communication skills

 What is communication?

 Let us think…
What is formal and Informal
communication?
Informal communication:
It is process in which friends, family members, near and dear one are to be
addressed. This style does not follow any protocol and does not take care of
choice of words and gestures. Here one does not think before talking. One is
free to talk and transfer his/her information.

Formal Communication:
It is very important where you address to officials, boss, teacher, strangers,
people at work place. This communication style is always put on record which
can be converted into minutes of meeting. Here either you lose or you win
the job, business, employee or any chance.
Listening
 It is not a just hearing something!
 It is the understanding somebody’s message explicitly and implicitly.
 If you are good listeners you will win as many friends as you can.
 Everybody wants to be listened.
 Good listeners are good speakers.
 Non verbal communication skills.
This is a type of communication skill in which common language
is not used.
 Very Important skill to live life.
 you should understand one by looking into ones’ eyes.
 Traffic communication signs.
 Army soldiers, Commandoes while doing any mission.
 Doctors in operation.
 Spies
 business tycons
Activity : Role Play
 Make groups of 4 to 5 students.

 Create
a role play in which you have to
show a situation where formal talk and
informal talk is shown
 Did you know?
 In a survey of 1,000 adult workers, 87% rated communication skills as
“very important”? That is an even higher rating than computer skills.

Being a good communicator is essential to being a valuable employee

and team member no matter where you work.
 Success at work and in life depends on how well you communicate!
 Imagine the Generations communication
gap!
Traditionalists Baby Boomers Generation X Millennials Generation Z
(ages 71-89) (ages 54-70) (ages 34-53) (ages 21-33) (under 20)

• < 1% of the U.S. • 27% of the U.S.

workforce. workforce • 37% of the U.S.
• 1-2% of the U.S.
• Place a strong • Many can't afford to • 35% of the U.S. workforce
workforce.
emphasis retire and want to workforce. • Take an
• Are likely to be using
on rules. work • Prefer independence entrepreneurial
Twitter to find jobs.
• Lead with a part time. and fewer rules. approach to work.
• Communicate best by
"command • Are inclined to seek • Seek to balance work • Prefer direct
smartphone/e-mail.
and control" style. contract work after and family. communication and
• Have large networks
• Prefer face-to-face retirement. • Want to feedback.
but
interaction, but • Tend to be communicate • Want a social,
not much job
communicate best workaholics directly with leaders. friendly
experience.
formally (e.g., who get personal work environment.
memos). fulfillment from work.
 Types of Communication

It is defined as communication to express our NVC is the transmission of messages or signals

views, information, and ideas in the form of through a nonverbal platform such as eye
sounds and words. The spoken part usually contact, facial expressions, gestures, postures,
involves face-to-face communication and the distance between two individuals
 Types of Communication

 Written
 Writing is a cognitive and
social activity involving
neuropsychological and
physical processes and
the use of writing systems
to create persistent
 Types of Verbal communication

Referring Between
to Public two or
more
individuals

To self:
self- Between
analysis, us over a
thoughts, medium
etc.
 4 types of Communication Styles

1. Dominant/Driver- They speak fast, move fast, and want results quickly.
People who are of this style will do everything they can to figure out
how to go around obstacles. And if they can’t go around—they may just
go right through the obstacle! Although that may rub others the wrong
way sometimes, this type of person can be relied on to get things done.
2. Influencer/Interactive- They also speak fast and move fast, but the
language is far more personal. Influencers like to tell stories, are very
interactive, positive, and talkative. Although it can be difficult for this
style to keep track of details and stay organized, if you need someone
to promote an idea or event, you can rely on this type of person.
1. Stable/Steady- They are sensitive and steady. They are slower in
movement and are more emotionally connected to the listener. This
person will ask about you and your other teammates and is often the
glue that keeps teams together. What is difficult for this person is
conflict—they don’t like to rock the boat. But you can always rely on
this person to help coordinate or connect you with someone in their
network

2. Compliant/Cautious- They are interested in order, precision, and

accuracy. They are slower moving and slow to speak, but when they
do speak they may be somewhat direct. You can count on this type of
person solve problems, plan effectively, and invent processes. If you
want something done right, you can rely on this type of person.
 FORMAL vs. INFORMAL
 Formal communication refers to the Informal communication refers to the
exchange of information, messages, casual and unofficial exchange of
or ideas within an organization or information, ideas, or messages within
professional setting using an organization or social setting. It is
established rules, protocols, and characterized by a relaxed tone,
designated channels. It typically
spontaneous interactions, and a less
follows a structured format and is
structured format compared to formal
characterized by a professional
tone, adherence to specific
communication.
language conventions, and a
predefined hierarchy.
 ASPECT FORMAL COMMUNICATION INFORMAL COMMUNICATION
Structure and
Follows a structured format with specific guidelines Less structured format, flexible and adaptable
Format
Purpose Official and professional communication Casual, social, and personal communication
Varied channels (face-to-face, phone, social
Channels Official channels (meetings, emails, memos)
media)

Documentation Written documentation (reports, minutes, contracts) Limited documentation, informal nature

Tone and Language Professional tone, formal language Casual tone, informal language
Less focused on hierarchy, more egalitarian
Hierarchy Adheres to organizational hierarchy and protocols
(Open)
Communication
Directed and controlled by organizational structure Spontaneous, fluid, and unrestricted
Flow
Frequent use of humor, jokes, and personal
Use of Humor Limited, depending on the formality of the context
anecdotes
Engagement Emphasizes clarity and professionalism Fosters social bonding and relationship building
Speed Can take time for approvals and decision-making Quick and immediate information exchange
Record-Keeping Important decisions and records are documented Limited documentation, often relies on memory
3 Modes of Listening

1. Combative Listening- takes place when we listen

only to look for flaws in the other person’s point of
view. When we do this, we are mostly interested in
delivering our message. We pretend to listen, all the
while planning a comeback strategy.
2. Passive Listening- takes place when we truly try to
hear the other person’s point of view, but we do not
provide feedback to verify whether we have
understood the message.
3. Active Listening- is the most important listening
technique. When we use active listening we provide
feedback to verify whether or not we have
understood the message. To be an active listener,
 ACTIVE LISTENING
 It can be easy to become focused on planning your
response rather than listening to the other person when
having a conversation. However, in order to be a truly
effective verbal communicator, you must also be a good
listener.
 Focus on the speaker and what they are saying. Wait to
formulate your reply until after they have finished talking.
 Maintain an open mind. It's imperative that you truly hear
their message before making snap judgments based on
prejudices or stereotypes.
 Avoid concentrating on certain aspects of the speaker's
message exclusively. Instead, attempt to understand their
overall message as well as their primary points.
 Keep distractions at a minimum. If necessary, suggest
moving to a quieter area or turn your phone on silent.
 NON-Verbal Communication
 Nonverbal communication is the method of communicating with others
using actions rather than words. This can include communication using
hand gestures, eye contact, body language, appearance, touch and tone
of voice.
 Nonverbal communication can be one of the strongest forms of

communication between employees and supervisors. It can take place in

many workplace situations including during meetings, interviews or
casual conversations.
 Nonverbal communication is a way for people to express their thoughts

or emotions without words. With nonverbal communication, people can

express:
 happiness,
 engagement,
 concern,
 gratitude and
Activity Non verbal communication
 Arrange students in groups 4 to 5 students should
be in each group. They have to create a scene to
present non-verbal communication.
 Ways to communicate non-verbally
1. Maintaining regular eye contact: Coworkers will often feel valued and
appreciated if they know they’re being heard. You can help them feel this way by showing
eye contact while they’re speaking. For example, if a coworker approaches you with an idea
to increase collaboration in your department, show you’re listening by displaying eye
contact and nodding.
2. Positive vocal tone: Though the act of speaking is a part of verbal communication,
the way you’re speaking can be considered nonverbal communication. Maintaining a
positive tone while talking with a coworker or supervisor can affect the energy of your
whole conversation. For example, if an employee is giving a presentation to leadership
proposing a new employee engagement plan, an energetic and positive tone can
communicate their excitement for the project.
3. Strong presentation and appearance: The way you present yourself can
often express more than words. Proper grooming and professional attire such as business
suits or blazers can express your seriousness or professionalism you bring to the company.
 Ways to communicate non-verbally
4. Keeping an upright posture: The way you stand or sit in a workplace can
often display your attitude toward certain situations. Sitting or standing upright
can show you’re engaged in the current matter while also portraying a confident
appearance. For example, if you’re explaining a new idea to your supervisor and
want to express confidence in your plan, you can sit or stand straight to portray
how confident you are about your idea and why you believe it will benefit the
company.
5. Expressing kindness or professionalism through touch: Communicating
through touch happens if you’re trying to express friendliness or sympathy for a
coworker. A slight touch on the arm or pat on the back can be a way to show your
support or encouragement without vocally expressing it.
6. Displaying engaging facial expressions: As people communicate with
you, they will often be looking directly at your face. Your face can communicate
what you’re feeling or thinking without using any words. Smiling, nodding along
and using your eyebrows as expression can help you best showcase a positive
reaction when having a conversation.
 Ways to communicate non-verbally
7. Providing enough space to maintain a conversation: During conversations,
you may stand closer to a person rather than far apart. This shows the other person
you want to hear them clearly and are engaged in what they are saying.
8. Using hand gestures to express feeling: Where you place your hands
throughout situations or conversations can convey to others how you’re feeling. If
you move your hands to build expression throughout stories, people can become
more engaged in what you’re saying. Hand gestures can also express friendliness or
appreciation, like waving to someone from across the room to greet them or giving
them a thumbs up to express a job well done after a presentation.
9. Showing feeling through body movement: Your overall body movement can
showcase your feelings throughout a meeting or professional conversation. Standing
with your hands at your sides while talking expresses openness and a willingness to
listen. You can also express politeness and undistracted attention by holding still and
refraining from fidgeting or distraction.
4 ways to improve non-verbal communication:

1. Make Eye Contact: Eye contact increases the chances of

understanding the message and demonstrates interest in
the message. Don’t stare, this makes people
uncomfortable! When listening to someone on the
phone, try not to look at things that will take attention
away from the conversation.
2. Adjust your Posture: Facing the speaker and leaning in
slightly suggests that you are paying attention and helps
you to stay focused. When on the phone, position
yourself so that you are comfortable but not so relaxed
that you lose the ability to listen to the speaker.
3. Avoid Distracting Behaviors: Avoid behaviors like playing
with a pencil, twiddling your thumbs or jingling change in
your pocket because they may decrease your ability to
listen and distract the speaker. Never use your cell
phone when listening.
4. Give Verbal & Non-Verbal Acknowledgement:
Acknowledge the speaker with head nods and verbal
cues to show that you are paying attention.
Feedback Time