Business Communication
SCOPE
Communication
Business communication
Types of communication
Principles of communication
Perception
Barriers to communication
Non-verbal communication
Oral Communication
Letter writing
Report writing
Presentation skills
GD
Communication
Communication ?
‘It is the transfer of information from one
person to another, irrespective of whether or
not it elicits confidence’
Or
‘It is the process of meaningful interaction
between human beings. More specifically, it
is the process by which meanings are
perceived and understandings are reached
among human beings’
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“Writing is thinking on paper. Anyone who
thinks clearly should be able to write clearly
about any subject at all.”
--William Zinsser, Author
On Writing Well
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ABC of Good Communication
A – Accuracy, Appropriateness, Attentiveness
to your audience, and avoidance of ambiguity.
B – Brevity or conciseness, and brightness
C – Correctness (of usage of words and
grammar), clarity, consistency and coherent.
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Vocabulary
‘Karan was very happy because his friend Neha
was happy. And why were they happy? They
were happy because they had met after a long
time. Everyone becomes happy after meeting
each other after a long time, but in some cases
some are not happy because they don’t realize
the happiness.’
‘Karan was very happy because his friend Neha
was happy. And why were they happy? They
were happy because they had met after a long
time. Everyone becomes happy after meeting
each other after a long time, but in some cases
some are not happy because they don’t realize
the happiness.’
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Vocabulary
‘Happy’
Exuberant
Elated
Delighted
Cheerful
Blithe
Buoyant
Rapturous
Ecstatic
Jaunty
Sprightly
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Cock-a-hoop / exultant
Simplicity
“ I am not so inebriated as to be incapable of
unassisted perambulation”
“I am not so drunk that I cannot walk without your
help”
“He is a sophisticated rhetorician, inebriated with
the exuberance of his own verbosity”
“He is a verbose speaker”
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Punctuation
The teacher said the principal is a fool.
The teacher, said the principal, is a fool./ The
teacher said, the principal is a fool
He went out to face the lion after taking farewell
of his wife wearing his hunting dress
I leaned back in my chair contentedly, watching
the baby playing and puffing away at my cigar.
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Ambiguity
“we offer iced lemonade and tea to drink and
chocolate éclairs and biscuits to eat.”
- Are the biscuits all chocolate biscuits ?
- Is the tea also iced ?
“ We offer tea and iced lemonade to drink, and
biscuits and chocolate éclairs.”
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Style
‘ A good style should show no sign of
effort. What is written should seem a
happy accident’
Sommerset Maughm
-
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Brightness and Buoyancy
‘ He has occasional flashes of silence
that make his conversation perfectly
delightful’
Sydney Smith
-
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Characteristics
 It is inevitable
 Meaning based
 Could be intentional or unintentional
 Systematic
 A two way traffic
 A social process
 A dynamic process
 Continuous process
 Involves interaction and transaction
 It is a process
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Characteristics (Contd)
A spiraling process
It is contextual
 Needs proper understanding
Leads achievement of organizational objective
Dispels misunderstanding
It is all pervasive
It is life blood of business
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Business
Communication
Principles
Choosing Words
‘All big things have small names,
Such as life and death, peace and war,
Or dawn, day, night, love home.
Learn to use little words in big way.’
Anonymous
Choosing Words






Choose understandable words
Use concrete words
Prefer strong words
Emphasize positive words
Avoid overused words
Avoid obsolete words
Developing Sentences
 Compose clear sentences
 Use short sentences
 Prefer active voice in sentences
 Give sentences appropriate emphasis
Forming Paragraphs
 Use short paragraphs
 Give paragraphs unity
 Organize paragraphs logically
 Give paragraphs appropriate emphasis
 Provide paragraph coherence
Choose Understandable
Words
Less Understandable:
He discerned that the promulgated policy
would function.
More Understandable:
He knew the proposed policy would work
Choose Understandable
Words
Accomplish
Do
Terminate
End
Adjacent to
Near
Cognizant of
Aware of
Endeavour
Try
Envisage
Foresee
Ameliorate
Improve
Use Concrete Words
Abstract Words:
The student received a high grade in the
test.
Concrete Words:
Mona received an ‘A’ in the Business
Communication exam.
Prefer Strong Words
Weak Words:
This is a request that you carefully
consider accepting the new assignment.
Strong words:
Please accept / take the new assignment.
Emphasize Positive Words
Negative Phrasing:
We regret that we cannot grant you credit
until you establish a payment record.
Positive Phrasing:
You will be granted credit immediately
following the establishment of your
payment record.
Avoid Using Over used Words
Poor Phrasing:
The bottom line is, you know, we are not
really making a profit.
Better Phrasing:
We are not making a profit.
Avoid Obsolete Words
Poor Phrasing:
The undersigned wishes to duly advise
you that your cheque for Rs 500 is
herewith enclosed.
Better Phrasing:
Here is your cheque of Rs. 500.
Avoid Redundant Words
Absolutely essential
Advance planning
Advance warning
Free gift
At the present time
Merged together
Reply back
Is now pending
Current trend
Mutual cooperation
New innovation
Revert back
Compose Clear Sentences
Unclear Sentence:
Each manager on May 4 was mailed a
copy of the memo and promptly
responded.
Clear Sentences:
Each manager responded promptly to the
memo that was mailed on May 4
Use Short Sentences
Wordy:
She was very expressive in absolutely
rejecting the newly assigned responsibility.
Lean :
She firmly rejected the new responsibility
Prefer Active Voice in
Sentences
Passive:
Most letters are keyed by the executives.
Active:
The executives key most letters.
Give Sentences Appropriate
Emphasis
De-emphasizes:
The point is that you are to be
commended for being successful in
making the most sales this month as
compared to other salespersons.
Emphasizes:
Your success in making the most sales
this month as compared to other
salespersons is to be commended.
Use Short Paragraphs
Business letters and Memos
• Minimum 1 line
• Average
4-5 lines
• Long
8 lines or more
Reports :
• Minimum 2 lines
• Average 7-8 lines
• Long 12 lines or more
Give Paragraphs Unity
Lacks Unity:
The new manufacturing plant will open on
November 29. the opening will be marked by
a special ceremony. Over 2,000 people will
be employed in the new plant. Business and
community leaders will be invited to attend
the opening ceremony.
Has Unity:
The new manufacturing plant will open on
November 29 with a special ceremony.
Business and community leaders will be
invited to attend.
Organize Paragraphs
Logically
Direct:
I have to say no to your promotion request for
now. You need more on the job training so that
you can be successful in the new position. You
definitely
will
be
ready
for
additional
responsibilities soon.
Indirect:
You will definitely be ready for additional
responsibilities soon. You need more on the job
training so that you can be successful in the new
position . I have to say no to your request proposal
for now.
Give Paragraphs Appropriate
Emphasis
Lacks Emphasis:
At times you need to convey information to a number of
employees at the same time. The memo can be a
powerful message format for this. It can also be used to
place vital information in writing such as the time and
place of an important meeting.
Has Emphasis:
The memo can be a powerful message format. It can be
used to vital information in writing such as the time and
place for an important meeting. You can also use the
memo to convey the same information to several
employees at the same time.
Provide Paragraph Coherence
Lacks Coherence:
The new market territory will open on September 15.
Business will improve and sales will increase. The
company will meet this year’s sales goal.
Has Coherence:
The new market territory will open on September 15. with a
larger market area, business will improve and the sales will
increase. This increase will enable the company to meet
this year’s sales goal.
Any Question?
Avoid Gender-Biased
Language
Biased
Businessman
Chairman
Manmade
Workmen
Lady doctor
Unbiased
Business executive,
manager
Chair, chairperson
Manufactured,
handmade
Workers
Doctor
Essence
‘Communication is the most used skill in almost
every job. How you communicate your
accomplishments to others is reflection of the
quality of your work. Sure you must know how to
do your tasks to accomplish great results but
that is only a portion of professional success.
Good communication skills are required to
report your success to others, persuade
colleagues to take action, and (most important
at review time) sell your success to the
management’
Don Zatyko
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HAPPY Communication
Thanks
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