Business Communication and

Ethics (HS-304)
(Handout 2)

Maheen Tufail Dahraj

Lecturer & Ph.D. Scholar (Applied Linguistics)
Department of Humanities
NED University of Engg. & Tech. Karachi
Principles of Communication

Be Mindful of the Setting

Use Approachable Body Language
Adjust Your Tone
Ask Questions
Listen to Understand
Cultivate Respect
Be Precise
Be Attentive while you Present
Provide Feedback
Plan & Practice
Communication Setting

The setting of any conversation will dictate the

communication style.

Setting includes the purpose of the occasion, the

location, as well as the audience.
Body Language

While communicating, humans unconsciously read

one another’s body language. We notice the facial
expressions, posture, as well as the placement of the
limbs when communicating with others. These cues
help us decide if someone is approachable or if we
should leave.
Tone of Voice

The tone of voice decides whether people are

making or breaking their important relationships.

Always listen to the tone of your voice as you

speak to get an idea of how it would be received.
Questions for Clarification

We ask questions to understand or to spark thinking.

This also engages the audience and let them know
that their viewpoints matter.
Listen to Understand

Many of us listen to respond instead of understanding

which creates unnecessary tension leading our audience
to believe that we don’t care about what they said.
Always use your body language to convey that you’re
listening. Nod your head, open your posture, and make
eye contact.
Pay Respect

When we respect others we create a space where trust,

connection, and teamwork flourishes.
Be Precise

People are often busy in professional settings so it’s

important to be clear and precise when speaking to
someone at work. It reduces miscommunications
among members in the organization.
Be Mindful of Presentation

The way you present yourself speaks a lot about

you and also sends a message. Your presentation
includes the clothes and the accessories that
you’re wearing, your posture, and your hygiene
as well.
Provide Feedback

Feedback gives the speaker an idea of how

effectively they reached their goals. Feedback has
many forms including praise, advice, and
comments etc.
Plan and Practice

Have a plan and goal in mind when speaking in a

business setting. Preparation builds confidence. It
will allow you to get your point across successfully
without seeming too anxious.
Network/Channels of Communication
Modes/Flow of Communication

Communication Flow

Formal Informal
Channel Channel

Lateral/
Upward Downward Diagonal Grapevine
Horizontal
Upward Flow of Communication

Manager

The transmission of Supervisor

information from lower
levels of an organization
Employee
to the higher ones.
Downward Flow of Communication

Manager

The transmission of
information from Supervisor
higher levels of an
organization to the Employee
lower ones.
 Horizontal Flow of Communication

The flow of messages Manager Manager

between individuals and
groups on the same level
of an organization, as
opposed to up or down.
Diagonal Flow of Communication

The sharing of information among

different structural levels within a
business setting.
Grapevine Communication

Grapevine communication is defined

as unstructured and informal network
formed on social relationship rather
than organizational charts or job
descriptions.
External Communication

When an organization
communicates with people
or organizations outside
the business setting.

Recipients of external
communication include
customers, lawmakers,
suppliers, and other
community stakeholders.
Non-Verbal Communication

Functions

Codes
Functions of Nonverbal Communication

Reinforcement Modification

Substitution Regulation
Reinforcement

Nonverbal cues emphasize or

underscore a verbal message.

For example, when you raise or lower

your voice, or slow down your rate of
speech so you can deliberately stress a
series of words, you are using
nonverbal cues to accentuate your
words.
Modification

Nonverbal cues can contradict or negate

verbal messages.

For example, your face is contorted into a

grimace. Your eyes are narrowed and
eyebrows furrowed. Yet, you are yelling, “I
am not upset!”
Substitution

Nonverbal cues can substitute for or take the

place of spoken words.

For example, when someone asks, “What do

you want to do tonight?” a shrug of the
shoulders frequently is used in place of “I
don’t know.”
Regulation
Nonverbal cues can regulate or control person-
to-person interaction.

For example, if we feel that talking to a certain

person is like talking to a wall, or that when we
talk to a person where we can’t get a word in
return, it may be because we do not get the turns
or attention that we feel we deserve when we
interact with that person.
Codes of Nonverbal Communication

Temporal Codes

Person Oriented Codes

Environmental Codes
Temporal Codes

Psychological
Chronemics Cultural Time
Time
Chronemics

• Milliseconds
Technical
Time
• Atomic Years/Leap Years

• Seconds, Minutes, Hours

Formal Time • Days, Weeks, Months, Years

• Forever, Immediately, Soon

Informal
Time
• Right away, As soon as possible
Time Orientations

Displaced Diffused Monochronism Ploychronism

Time is viewed Time is viewed One thing at a time Number of things at
exactly approximately the same time

Social Clock
Psychological Time

Past Orientation

Present Orientation

Future Orientation
Person-Oriented Codes

Physical
Appearance
and Dress

Gestures and
Vocal
Body
Characteristics
Language

Personal Space
Facial
and Touching
Expressions
Behavior

Eye Contact
Physical Appearance & Dress
Gestures & Body Movements
Facial Expressions
Eye Contact
Personal Space & Touching
Behavior
Vocal Characteristics
Environmental Codes

Objects in the Environment

Volume of Space Color

Light Personal Arranging

Intensity Space Office Space