BUSINESS

COMMUNICATION
‫کاروباری رابطہ‬
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Management System Development

 COMMUNICATION ‫رابطہ‬
 Communication is process of
sending and receiving messages –
sometimes through spoken or written
words and some times through non-
verbal means as a facial expressions ,
gestures or voice quality.

Management System Development

BUSINESS COMMUNICATION ‫کاروباری‬
‫رابطہ‬
 To compose effective written or oral
messages, you must apply certain
communication principles.
 These principles provide guidelines
for choice of content & style of
presentation, adapted to the purpose
& receiver of your message.
 Called the seven C’s
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Management System Development

 THE SEVEN C’s
‫ کے ساتھ نکات‬C’s
1) Completeness ‫( تکمیل‬1
2) Conciseness ‫( اختصار‬2
3) Consideration ‫( غور‬3
4) Concreteness ‫( ٹھوس پن‬4
5) Clarity ‫( وضاحت‬5
6) Courtesy ‫( خوش اخالقی‬6
7) Correctness ‫( درستی‬7
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Management System Development

 COMPLETENESS
‫تکمیل‬
 Your business message is complete when it
contains all the facts reader needs for the
reaction you desire.
 Completeness offers numerous benefits.
 First: Complete message are more likely to bring
the desired results without the expense of
additional messages.
 Second: They can do the better job of
building goodwill.
 Last:
1. Provide all necessary information
2. Answer all questions asked
3. Give something extra when desirable 5

Management System Development

 PROVIDE ALL NECESSARY
INFORMATION
 One way to help make your message
complete is to answer the five W questions.
 Example: To reserve a hotel banquet room
for auditor.
1. (Who) Auditor Name
2. (What) Specify the accommodation
needed
3. (When) Date & Time
4. (Where) Company
5. (Why) Audit
 The five question method is especially useful
when you write Request, Announcements 6

etc. Management System Development

 CUSTOMER POINT OF VIEW
 5 W’s
• What To Buy ?
• How Much To Buy ?
• Where To Buy ?
• When To Buy ?
• How To Buy ?

Management System Development

ANSWER ALL QUESTIONS ASKED
 Whenever you reply to an inquiry try to
answer all questions.
 A prospective customer’s reaction to an
incomplete reply is likely to be
unfavorable.
 The customer may think the respond is
careless is purposely trying to conceal
weak point
 If you have no information on particular
question, say so clearly
 If you have unfavorable information in
answer to certain questions, handle your 8
reply with both tact & honest.
Management System Development
 CONCISENESS
‫مختصر‬
 Conciseness is saying what you have to
say in fewest possible words without
sacrificing the other C qualities.
 A concise message is complete without
being wordy.‫ضرورت سے زیادہ الفاظ پر مشتمل‬
 A concise message saves time
& expenses for both sender &
receiver.
 Examples: From the book.
 Include only relevant material.
 Avoid unnecessary repetition. 9

Management System Development

 Examples
1.When will you come?
When will you come at home?
I will come 12 midnight / 12 Noon
12 midnight / 12 Noon
Midnight / Noon
2.What is your name?
What’s your name?
My name is Tariq.
“Tariq”

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Management System Development

 CONSIDERATION
‫غور‬
 Consideration means preparing every message with
receivers in mind;
 Try to put yourself in their place & you must be aware
of their desires, emotions & probable reactions to
your request. Expels 4rm Book
 Focus on You instead of I
 This thoughtful consideration is also called “you
attitude”, or understanding of human nature.
 Show Audience Benefit in the Receiver
 To create considerate, audience-oriented messages,
focus on how message receivers will benefit, what
they will receive & what they want or need to know.11
Management System Development
 CONCRETENESS
‫ٹھوس پن‬
 Communicating concretely means being specific
‫مخصوص‬, definite, & vivid ‫ اور روشن‬،‫ پریقین‬rather than
vague & general. ‫غیر واضح اور عام‬
 The benefits to business professionals of using
concrete facts & figures are obvious:
 Your receiver know exactly what is required or
desired.
 Using concrete language has some additional
advantages. Concrete messages are more richly
textured than general or vague messages.
Examples.
 Use Specific Facts & Figures
 Put Actions in Your Verbs
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Management System Development

 EXAMPLE
Concreteness
Customer Asked:
Please send me your company address.
Reply:
HT/3 Landhi industrial area, Karachi, Pakistan
Customer Asked:
Pls. send me your company specification
Reply:
Sir we are manufacturing of Yarn and dyed Fabric
Conclusion:
Always write on a very solid ground. It should definitely create 13

good image as well. Management System Development

 CLARITY
‫وضاحت‬
 Getting the meaning from your head into the
head of your reader accurately – is the purpose
of clarity.
 Certainly you know it is not simple we all carry
around our own unique interpretations, ideas,
experiences associated with words.
 Choose Precise, Concrete, & Familiar Words.
 Clarity is achieved in part through precise &
familiar language. When you use precise or
concrete language you select exactly the right
word to convey your message.
 Familiar words as b/w 2 good friends, 14

Management System Development

 EXAMPLE
Customer asked:
Can you manufacture 300 bags in a day?
Answered should be cleared like:
Yes we can or No we can not

Conclusion:
Always make your answer clear with every one.

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Management System Development

 COURTESY
‫خوش اخالقی‬
 True courtesy involves being aware not only of
the perspective of others, but also their feelings.
 Courtesy stems from a sincere you attitude
 It is not merely to show politeness with
magnetized assertion of “please” & “thank you”.,
but it is politeness that grows out of respect &
concern for others
 For this one should need to be Sincerely
tactful, thoughtful & appreciative.
 Use expressions that shows respect.
 Choose non-discriminatory expressions
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Management System Development

 CORRECTNESS
‫درستی‬
 At the core of correctness is proper grammar,
punctuation, & spelling.
 However a message may be perfect
grammatically & mechanically but still insult
or a lose customer.
 The term correctness as applied to business
messages also means the following 3
characteristics.
1. Use the right level of language
2. Check accuracy of facts, figures & words
3. Maintain acceptable writing mechanics. 17
Management System Development
 Examples for Correctness
 Suppose:
Write a email,
Please find the attachment of Scanned
copies of Presentation and reply to
me on urgent basis after your reply
we will follow up on it.

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Management System Development

 END of 1st Session
 Question / Answer Session:
 Shortly defined about Completeness?
 Shortly defined about Conciseness?
 Shortly defined about Consideration?
 Shortly defined about Concreteness?
 Shortly defined about Clarity?
 Shortly defined about courtesy?
 Shortly defined about Correctness?
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Management System Development

 BARRIERS TO COMMUNICATION
 VERBAL COMMUNICATION
 NONVERBAL COMMUNICATION
 ADVANTAGES OF ORAL COMMUNICATION
 DISADVANTAGES OF ORAL COMMUNICATION
 WRITTEN COMMUNICATION
 ADVANTAGES OF WRITTEN COMMUNICATION
 DISADVANTAGES OF WRITTEN COMMUNICATION 20
Management System Development
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Management System Development