It is not what you say, it is how you say because personality always wins the

day.

Definition:It is giving, receiving or exchanging information, opinion

or idea by writing, speech or any other means so that
message communicated is understood by the recipient
and
is
motivated
to
take
requisite
action.
The purpose of communication is to inform, persuade or
motivate the listener / reader towards a desired action.
Therefore all business communications are purposive /
goal oriented so measure of effectiveness depends on
the extent to which final goal is achieved.

Components of Business Communication:- The basic Component of

effective business communication is knowledge and proper language for specific
purpose. As communication is purposive language is also purposive. We
Communicate verbally as well as non verbally. Communication is never in
vacuum. It needs some listener or readers . Communication oils the gears that
operates the machinery of business. It occupies 90% of executives working day.

It includes oral presentation, memo writing, basic grammar, formal and informal
report writing and analytical report writing.

In 1995 national business association developed following standard for business

school graduates.

BUSINESS KNOWLEDGE AND SKILL

General
Accounting
Economics
Finance
Information Systems
Marketing
Computer Science
Management
Decision Sciences
Organizational Behavior
Business Policy
Electronic Commerce
Specific
Knowledge and skills specific
to the
executives industry and
company
Technical knowledge
Trade practices
Competitors and
company
personnel

COMMUNICATION KNOWLEDGE
AND SKILLS
General
Listening
Writing
Reading
Editing
Speaking
Nonverbal communication
Technology skills
Phone etiquette
Word Processing
Spreadsheets
Computerized slide
presentation
E-mail procedures
Communication theory and
processes
Specific
Progress reporting
Meeting coordination and
leadership
Industrial relations
Supervisory relations culture

Corporate culture
Decision-making skills
Information-processing
skills
Insight
Judgment
Knowledge of external
publics and
environmental factors
Leadership skills
Organizing
Planning
Controlling
Directing
Leading
International business skills
Language fluency
Cross-cultural training
Diversity appreciation

Interviewing
Persuasion
Public speaking
Media relations
Social relations (as a
company
representative)
Multidirectional
communication skills
Internal vs. external
Personal vs. mass
communication
Peer vs. superior vs.
subordinate
Organizational
communications
Newsletters
Mass meetings
Management conferences
Training sessions
Company communication
policies
Formats
Media choice
Crisis-management

BUSSINESS
COMMUNICATION
Types Of Communication
1.Direct
2.Indirect
3.Situational
4.Positive
5.Negative
6.Neutral

HOW TO GIVE A YES REPLY

To Begin the letter give reason for
writing yes letter, and its main idea .
Middle is to contain details of good
news ,re affirm the guarantees ,if any
and describe the product offered

GUIDELINES FOR A NO
LETTER
Write it in an inoffensive manner
Make reader believe that it is the
circumstances or situation and not
the merit of his/her order which is
responsible for no
Agree with the reader in some way
Give a sincere complement
Show that the possibility of fulfilling
the request was there
Mention good news of interest to the
reader

DELIVERING POSITIVE
INFORMATION
Extremely Positive First than less
positive so on and so forth
Through Positive method following
category of messages can be
delivered
(a)Positive Information
(b)Neutral Information
(c) Negative Information

DELIVERING NEGATIVE
INFORMATION
Mostly it should be indirect however
it can be direct as well depending
upon the situation.
ADDITIONAL DIRECT NEGATIVE
MESSAGE
When writing to friends who might be
offended by an indirect approach

DELIVERING NEUTRAL INFORMATION

It contains information of equal or
even higher
Importance
than
positive
but
emotional contents are less i.e.
acknowledgements, inquiries, requests
for credit information's, personnel's
evaluation
and
compliance
with
requests.

ROUTINE REQUEST & ORDER

LETTERS
Routine Request Letter:-Requesting
for some information , product etc.
Clearly writing what information is
required.
Routine Order Letter : Clearly
mention what is being ordered , its
complete specifications ,size,
quantity and time of fulfillment of
order etc.

BUSINESS LETTERS
Rrrroutine

Claim Letters:-A demand or request

for refund, payment for damages, a
replacement ,for some thing
defective , exchanges
The Basic Plan of Writing:-State the
requisite actions
Give reason
End by Appreciating or thanking