Business
Communication
Objective
•
Explain the Communication Process
•
Describe the Various Barriers of Effective Communication
•
Explain the Steps of Monroe's Motivated Sequence
•
Describe the Various Questioning Techniques
•
Explain the Role of Active Listening for Effective Communication
•
Explain the Role of Body Language for Effective Communication
•
Describe the Method of Writing Effective Emails
•
Explain AIDA: Attention-Interest-Desire-Action Tool
Introduction
Communication is very important in all walks of life – at a personal level as well as at a
professional level. Look at the conversation between a customer and a Manager to
understand the relevance of good communication in a business transaction.
Introduction
Varun then speaks to his designer.
Introduction
Likewise,
Now,
However,
takewhen
when
a lookthe
he
at described
what
Manager
the customer
described
it, look at had
how
it tooriginally
the designer,
Manager
wanted.
the
understood
designerit.
understood it
completely differently.
Introduction
Mr. Ram Shukla
CEO
Phoenix Pvt. Ltd.
Designer
Introduction
Look at the three cards. They are all different from what the customer originally
wanted.
Mr. Ram Shukla
CEO
Phoenix Pvt. Ltd.
Mr. Ram Shukla
CEO
Phoenix Pvt. Ltd.
Mr. Ram Shukla
CEO
Phoenix Pvt. Ltd.
Introduction
This happened due to
improper communication
between the three people
involved
Such lack of proper
communication in any
walk of life including a
business scenario can
lead to great confusion
and even losses in a
business
In both cases, it is a loss to the
business and a hassle to the
customer
Mr. Ram Shukla may
not place the order
after looking at the
sample proof card, or
if decides to try again,
he still would have to
wait for another week
to get another sample
proof card ready
Introduction
Such confusion could easily be avoided by proper communication and asking the right
questions such as:
Which type of font do you want?
What should be the size of the card?
What is the width of the red band on the card?
What is the exact position of the company logo?
Let us look at how effective business communication can help everyone function more
efficiently.
Importance of Communication
Communication is important because:
• It is about how information is sent and received within
firms
• It is crucial for working successfully with others
• It enables to maintain relationships
• It allows to accomplish tasks while working with both
individuals and groups
• It motivates
• It helps to overcome obstacles
• It creates a comfortable, trustful and psychologically
safe feeling
Communication Process
Message
Beliefs
Values
Question &
Metaphor
Behaviour
Type
State
Decision –
Making
Meaning
Encoding
Sender
Filters
Sensory Data
Sensory Data
Filters
Beliefs
Values
Question &
Metaphor
Behaviour
Type
State
Decision –
Making
Meaning
Decoding
Receiver
Channel
Components of the Communication Process
Sender
Participants:
1 Sender:
The participant
transmitting the
message.
Receiver
2 Receiver:
The participant
receiving the
message.
Components of the Communication Process
Encoding
Sender
Red Rose is
beautiful.
Receiver
Encoding:
1
The translation of a message that is of thoughts or ideas of
the sender into words or symbols that the receiver will
understand.
Components of the Communication Process
Encoding
Decoding
Sender
Red Rose is
beautiful.
Red Rose is a
thing of beauty.
Receiver
Decoding:
1
The translation by the receiver of words or symbols or the
encoded message into thoughts or ideas.
7Cs for Effective Business Communication
Guidelines for Effective Business Communication
- Clarity
- Completeness
- Conciseness
- Consideration (The 'You' Attitude)
- Correctness (Accuracy)
6
- Concreteness
7
- Courtesy
•
CVs, Resumes
•
Email, Web site, FAQs
•
Letters, Newsletters, Brochures, Articles, Catalogs
•
Advertisements, Notice Board, Pamphlets, Signs,
Press Release
•
Presentations, Multimedia, Talks, Meetings
•
Communication at Workplace
Reports, Manuals, Proposals, Books
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