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Intro to Basic Business Communication
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Intro to Basic Business Communication



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  • 1. A Presentation by Rajiv Bajaj Business Communication: An Introduction
  • 2. What is Communication ? Dictionary Meaning – Source – com·mu·ni·ca·tion (noun) Pronunciation Key - [kuh-myoo-ni-kay-shun] 1. the act or process of communicating; fact of being communicated. 2. the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs. 3. something imparted, interchanged, or transmitted. 4. a document or message imparting news, views, information, etc. 5. passage, or an opportunity or means of passage, between places.
  • 3. What is Communication ?
    • Derives from Latin word ‘Communis’ – Common / Shared.
    • Until we have shared information with another person we have not communicated it.
    • They have to see the information in the same way that we do.
    • It is the process of shared understanding.
  • 4.  
  • 5. Communication: A Two-Way Process
  • 6.
    • Communication skills involve:
    • Asserting / Expressing - Sending
    • Listening to others - Receiving
  • 7.
    • Communication : The Flow
    Sender Receiver Message Feedback Channel Perception Delivery Formulating Response Understanding
  • 8. Role of Communication In Business
  • 9.
    • Working in business environment involves communication – a lot of it. It is a major & essential part of it.
    • Because it is so important, businesses want & need people with good communication skills.
  • 10.
    • Many surveys conducted in recent years find that communication –
    • Ranks at or near top of desired skills needed for business – especially written communication;
    • 96% say employees must have good communication skills to get ahead.
  • 11.
    • To stand out from competition, you must demonstrate the unwritten requirements that are now most in demand – leadership & communication skills.
    • Unfortunately, business’s need for employees with good communication skills is often not fulfilled.
    • Most employees, even college graduates, do not communicate well.
  • 12.
    • One more interesting survey finding - High correlation between communication skills & income.
    • Even among graduates & post graduates, those with higher scores in literacy (use of printed & written information) earn 47% more than lower scoring persons.
    • Skills such as writing & speaking well, displaying proper etiquette and listening attentively will probably determine career success.
  • 13.
    • Technology magnifies the view of one’s communication skills, forcing workers to communicate more effectively because these skills will be showcased more.
    • Email often results in sender’s language skills being placed in front of different people simultaneously, while audio & video will reveal caliber of one’s verbal & diplomacy strengths as well.
  • 14.
    • Whatever position you have, your performance will be judged largely by your ability to communicate.
    • If you perform & communicate well, you are more likely to be rewarded with advancement.
  • 15.
    • The higher you advance, the more you will need communication abilities.
    • Improving your skills improves your chances for success !
  • 16. Why Business Needs to Communicate
  • 17.
    • To understand how important communication is to business, observe HOW MUCH communication business requires.
    • E.G. – Pharmaceutical Manufacturer – Throughout company, employees send & receive information.
    • They process information with computers , write messages , fill out forms , give & receive orders & talk over the phone.
  • 18.
    • Sales Staff > Receive instructions & information from HO / Send back Orders for supplies / Write reports of sales activities.
    • Executives > Use written & Oral Messages to initiate business with customers & other companies / Respond to incoming messages.
    • Production Supervisors > Receive work orders / Issue instructions / submit Production summaries.
  • 19.
    • Research Specialists > Receive problems to investigate / Communicate findings to management.
    • Similar activities occur in every level in a company.
    • Everywhere workers send & receive information as they conduct their work.
  • 20.
    • Communication takes many forms – Oral / Written / Computer etc.
    • ALL of this communication goes on in business because communication is important to organised effort involved in business.
  • 21.
    • Communication enable human beings to work together.
    • It is the vehicle through which management performs its basic functions – Direct / Coordinate / Staffing / Planning / Control / Organise.
    • If we are not communicating , we are not managing !
  • 22. Main forms of Communication In Business
  • 23.
    • Three broad categories of communication in business –
    • 1. Internal Operational
    • 2. External Operational
    • 3. Personal
  • 24.
    • All communication that occurs in conducting work WITHIN a business . This is communication among the company’s workers that is done to implement the business’s operating plan.
    • OPERATING PLAN is the procedure that the business has developed to do what it was formed to do – e.g. to manufacture products / provide a service or / sell goods.
  • 25.
    • Internal-Operational communication takes many forms.
    • Includes orders / instructions that supervisors give to workers, as well as oral exchanges among workers about work matters.
    • Also includes reports workers prepare concerning sales / production / inventories / finance / maintenance.
  • 26.
    • Also includes all email messages workers write in carrying out their assignments.
    • Much of the Internal-Operational communication is performed on computer networks.
    • On Emails / Intranet / common Portals etc – for workers who may be in same office or anywhere else in the world.
  • 27.
    • Work-related communication that a business does with people / groups outside the business.
    • Communication with its publics – suppliers / service companies / customers & general public.
  • 28.
    • Includes all of business’s efforts at Direct selling / Sales brochures / telephone call-backs follow-up service calls etc.
    • Also includes advertising ( communication with potential customers ) Radio / TV / Print media / Websites / Point-of-purchase display material.
  • 29.
    • All these play important role in business’s plan to achieve its objectives.
    • Also in same category:
    • All that a business does to improve Public Relations including planned advertising, community service of employees, environment friendliness of products & facilities.
  • 30.
    • Very important to our study of communication, this category includes all messages that messages that employees write in carrying out their assignments.
    • Public Relations category includes a very important topic in business communication: Business Messages !
    • Business Messages communicate more than just communicate information – they take the place of human contact.
  • 31.
    • Clarity, warmth & understanding they display also sends a message.
    • The positiveness of this message is what we refer to as Good Business Etiquette.
    • Good Business Etiquette contributes greatly to a company’s Good Image.
  • 32.
    • Importance of External-Operational Communication to a business hardly requires comment !
    • Every business dependent on outside people & groups for its success, and BECAUSE success of a business depends on its ability to satisfy customers’ needs, it must communicate effectively with its customers.
  • 33.
    • Businesses also depend on each other in production & distribution of goods & services.
    • This inter-dependence also requires good communication.
    • Like Internal-Operational communication, External-Operational Communication is also vital to a company’s success
  • 34.
    • Not all communication that occurs in a business is Operational.
    • Much of it is without purpose as far as the operating plan is concerned.
    • Such communication is called Personal.
  • 35.
    • Personal Communication is the exchange of information & feelings in which we human beings engage whenever we come together.
    • We are social animals – we have a need to communicate , and we will communicate even when we have little or nothing to say !
    • We spend much of our time with friends in communication.
  • 36.
    • Even total strangers are likely to communicate when placed together – e.g. on an airplane / in a waiting room.
    • Such communication also occurs in the workplace , and it is a part of the communication activity of any business;
    • Although not part of the business’s operation plan, personal communication have significant effect on the success of that plan.
  • 37.
    • This effect is a result of the influence that personal communication can have on the attitude of the employees.
    • Employee’s attitudes toward the business, each other, and assignment directly affect their productivity.
    • Nature of conversation in a work situation affects attitudes.
  • 38.
    • In a work situation where heated words & flaming tempers are often present, the employees are not likely to make their usual productivity efforts.
    • However, a rollicking, jovial work situation is likely to have an equally bad effect on productivity.
    • Somewhere between these extremes lies the ideal productive attitude.
  • 39.
    • Also affecting the employees’ attitude is the extent of personal communication permitted.
    • Absolute denial could lead to emotional upset , because most of us hold on very tight to our right to communicate;
    • On the other hand, excessive personal communication could interfere with work done.
    • Middle ground is probably the best
  • 40. Based On Excerpts From the Book “ Basic Business Communication” By R V Lesikar & M E Flatley
  • 41.