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Intro to Basic Business Communication

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Intro to Basic Business Communication

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

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