BUSINESS COMMUNICATION

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Business Communication

 Definition of Communication:-
Communication is the sum of all the things one
person does when he wants to create
understanding in the mind of another; it
involves a systematic and continuous
process of telling, listening and
understanding.
- ALLEN LOUIS

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Cont….

 Definition
The transfer of information and understanding
from one person to another person. It is a way
of reaching others with facts, ideas, thoughts
and values. It is a bridge of meanings among
people so that they can share what they feel
and know. By using this bridge a person can
cross safely the river of mis understanding
that sometimes separates people.
- KEITH
DAVIS

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CLASSIFICATION OF COMMUNICATION

Communication is classified on the basis of two

groups:-
 Number of persons(receivers)
 Medium employed

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CONT……

On the basis of number of receivers:

 Intrapersonal Communication

 Interpersonal Communication

 Group Communication

 Mass Communication

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CONT……

• Intrapersonal communication-It is talking to

one self in ones own mind
• Interpersonal communication-It is the
exchange of messages between two persons
• Group communication-It can be among
amall os large groups in which all individuals
retain there individual identity

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CONT……

 Mass communication-It occurs when the

message is send to large groups of people.In
this process each person becomes a faceless
individual

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CONT……

On the basis of medium employed:-

 Verbal communication

 Non-Verbal communication

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CONT……

 Verbal communication-It means

communicating with words, written or
spoken
 Non-Verbal communication-It is done
through sign language, action language or
object language

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Business Communication

Purpose of Communication

 To Inform

 To Persuade

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 TO INFORM

Communication to inform is directed by the

desire to expose, develop and explain the
subject. It focuses on the subject of the
communication. Information is versatile to
any business organization , communication
aims at sharing and understanding
information the information required can
supplied through spoken or written language
or through symbols, signs or signals

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 TO PERSUADE

The communicator may seek primarily to

persuade the reader in such a form of
communication the focus is on the receiver
and not the message .persuasion is the act
of influencing the other person to change his
attitude ,belief , feelings or thoughts.
essentially, all communication is adeliberate
and intentional act of persuation

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Business Communication

Elements of Communication
 Sender
 Message
 Encoding
 Channel
 Receiver
 Decoding
 Feedback

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Cont…

 Sender-the communication begins from the

sender who wants to tranfer the message to
another person
 Message-the idea or information in the
physical form is known as message
 Encoding-putting the message into
appropriate words, symbols or gestures is
known as encoding

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Cont….

• Channel-the channel or medium is the

method or vehicle used to transmit the
message
• Receiver-the receiver is the person to whom
the message is send and he perceives the
message and attaches some meaning to the
message
• Decoding-means attaching meaning to the
message sent.

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Cont….

the communication will be effective when

senders message commonsurates with the
receivers understanding
• Feedback-the reversal in communication
process is the feedback where by,the
receiver expresses the response of the
senders message

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 Successful Communication

7 C’s of Communication:
• Completeness
• Correctness
• Conciseness
• Courtesy
• Concreteness
• Clearness
• Comprehensiveness
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Cont….

 Completeness: every business letter must

deal with its sub in full. It should not leave
out facts or information relevant to the
subject matter.
 Correctness: the information given in the
message must be accurate and not false and
misleading. It is necessary to safe guard the
reputation of the business house.

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Cont….

 Concise: business letters must be

concised .use of few words as possible,
without sacrificing clarity, correctness,
completeness or grammatical accuracy is
essential. It saves the time of both writer
and reader.
 courtesy: a cautious business will always say
“please” when he wants a favor and “thank
you” when he receives a favor.

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Cont…..

 Concreteness: business letter must be free

from vague and indefinite statements. The
writer must use concrete, vivid and
interesting words.
 Clearness: their should be no ambiguity or
meaningless words. The writer must express
clearly what he wants to say.
 Comprehensiveness: it should cover
everything pertaining to the subject. Points
should be properly adjusted

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communication structure in
organization

Board of directors

Managing director

Senior management

Middle level management

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Cont…..

Senior supervisors

First-line supervisors

Employees/Shop-floor employees

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 Aim of crisis communication…

 Crisis communication is a part of larger

process referred to as crisis management
though it may well be a major tool of
handling a crisis situation in government,
organization or business.
 The aim of crisis communication in this
context is to assist organizations to achieve
continuity of critical business processes and
information flows under crisis, disaster or
event driven circumstances.
 Definition
 Crisis-It is a process of transformation where the
old system can no longer be maintained.
 Crisis communication can be broadly defined as
the exchange of information before, during, or
after a crisis event.
 Crisis communication is sometimes considered
a sub-specialty of the public relations profession
that is designed to protect and defend an
individual, company, or organization facing a
public challenge to its reputation.
 Crisis Communication Plan

 During crisis a company should be able to

communicate with the following in a proper and
in well planned manner.
 Employees.
 Government.
 Customers.
 Public.
 Management.
 Other Businesses/Immediate Neighbors.
 IMPORTANCE OF CRISIS
COMMUNICATION

 Anticipate & clarify questions: knowing

in advance the types of questions people
tend to ask will put you in advantage of
managing the situation

 Speak simply: use simple visuals and

analogies to clarify key points.
Continued…

 Remain accessible: one should be often

available for one-on-one interviews and give
information updates as often as possible.

 Avoid speculations: don’t fall into the trap of

responding to reporters’ speculations.
Continued…

 Deliver what you promise: Update your

customers on whether and when products
will be received and services rendered.

 Try to remain cool &professional:

Concentrating on what needs to be done
versus how you're feeling can help you
remain focused during the crisis
THANK
YOU
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