Business Communication is any communication used to promote a product, service, or organisation. Effective communication is an important part of business success.Effective communication is a vital tool for any business owner. Society, business and technology are all dependent on effective communication. Without effective communication there is confusion, dissatisfaction

1. By: Shashank Varun
ASE Structure Design Pvt Ltd

2. 
• Communication Skills
• Nonverbal communication
• Oral communication
• Written communication
• Interpersonal Applications
• Business Applications
Overview

3. 
 Influence of Mental Maps
 Redundant
 Visual
 Auditory
 Kinesthetic
 Energetic
What Is
Communication?

4. 
 Nonverbal: 150,000 years
 Oral: 55,000 years
 Written: 6,000 years
 Early writing: 4000 BC
 Egyptian hieroglyphics: 3000 BC
 Phoenician alphabet: 1500 to 2000 BC
 Book printing in China: 600 BC
 Book printing in Europe: 1400 AD
History of
Communication

5. 
 Conscious and Intentional
 Nonverbal
 Verbal
 Unconscious and Unintentional
 Nonverbal
 Verbal
What Is
Communication?

6. 
 Conscious Processing = 7±2/Second
 Unconscious Processing = 200,000,000/Sec.
 Short-term Memory
 Long-term Memory
 Habits
 Physical
 Mental
Unconscious Processing

7. 
 Learned Behavior
 Established Over Time
 Practice
 Self-talk
 Change
Habits

8. 
 Physiology and Appearance: 55 percent
 Paralanguage: 38 percent
 Language: 7 percent
Communicating
Meaning

9. 
 Visual
 Auditory
 Kinesthetic
 Touch
 Taste
 Smell
 Emotional responses (feelings)
Sensory Modalities

10. 
 Vocabulary
 I see what you mean.
 It looks good to me.
 Let’s stay focused on the problem.
 She has a bright future.
 He’s always in a fog.
 Physiology and Appearance
 Paralanguage
Visuals

11. 
 Vocabulary
 I hear what you are saying.
 It sounds good to me.
 Does the name Pavlov ring a bell?
 That’s music to my ears.
 He’s always blowing his own horn.
 Physiology and Appearance
 Paralanguage
Auditories

12. 
 Vocabulary
 I can grasp the concept, and it feels right to me.
 It smells fishy to me.
 It left me with a bad taste in my mouth.
 She’s still rough around the edges.
 He’s a smooth operator.
 Physiology and Appearance
 Paralanguage
Kinesthetics (Kinos)

13. 
Eye Accessing Cues
Vr
Ar
Ai
Vc
Ac
K

14.  Finding Commonalities
 Values
 Vocabulary and paralanguage
 Physiology and appearance
 Matching and Mirroring
 Cross-over Matching
Rapport
People who are like each other,
like each other.

15. 
 Nonverbal (what you see and do)
 Physiology
 Appearance
 Congruence
 Verbal (what you hear and say)
 Sense-based predicates
 Values, beliefs, and criteria
 Voice tone and rate of speech
Developing Rapport

16. 
 Sensory Acuity
 Agree and Disagree
 Posture and Movement
 Associated or dissociated
 Bodily response
Reading Nonverbal Messages

17. 
 Matching and Mirroring
 Observing others
 Practicing
 Calibration
 Like/dislike
 Yes/no
Exercises: Rapport

18. 18

19. • Pace
• Match (nonverbally and verbally)
• Meet expectations
• Lead
• Set direction
• Maintain interest
• Maintain rapport

20. • Blend Outcomes
• Understand objectives and desires
• Create win-win solutions
• Motivate
• Clarify who does what next
• Future-pace possibilities
• Presuppose positive results

21. • E-mail message - No nonverbal expression to
supplement what we are “saying”.
• Normal communication takes into account tone of voice,
gestures, and proximity
• Since this is absent – be very careful with email
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22. What impression does yours leave???
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23. • Organize contacts by first and last name
• Makes you much more efficient and professional
23

24. • Brief and to the point
• Preferably one page
• Readers should not have to scroll
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25. • Never use ALL CAPS
• Watch for typos
• Use normal capitalization and punctuation
• Use correct grammar & spelling
• Avoid long sentences
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26. • Return emails in the same day that you would return a
phone call
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27. • Write a salutation or greetings for each new subject email
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28. • Always use a subject line
• Make the subject line meaningful
• Example: “April 22 production team meeting agenda”
instead of “meeting”
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29. • Always use a signature or name at the end
• Includes alternate means of contacting you
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30. • Use active words instead of passive
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31. • Emails = public documents
• Only include those statements in email that you can
openly defend
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32. • Attachments: Title needs to make sense
• Large attachments??
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33. • Never “flame” someone.
• Flaming = virtual term for venting emotion online or
sending inflammatory emails.
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34. • Never send an email about sensitive
subjects.
• Examples:
• Disciplinary action
• Conflicts about grades or personal information
• Concerns about fellow classmates/co-workers
• complaints
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35. • Be very careful
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36. • Do not over use the forward button
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37. 37

38. • How you conduct yourself on the telephone = face-to-
face interactions
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39. HELLO
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40. • Identify yourself, office or organization in as few words as
possible
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41. • Cheerful and considerate attitude toward each
telephone caller.
• Smile when you answer or talk on the phone
• ***It will show on the other end.
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42. • Give your name when the telephone is answered, before
asking for the person you are requesting
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43. • Enunciate your words very carefully
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44. • Keep business conversations to the point
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45. • Do not keep someone on hold more than 30 seconds.
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46. • Always leave your phone number if you ask someone to
call you back
• Even if you think they have it
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47. • Listening is essential whether in person or on the phone
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48. • Make sure your voice mail or answering machine work
properly
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49. • Always return your calls on the same day
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50. • Think about the time when making a phone call.
• Not acceptable to call someone before 7-8 a.m. and
after 8:30-9 p.m..
• Avoid meal times
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51. • Never hang-up when you realize you have a wrong
number
• Apologize and then hang up
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52. • When calling someone, let the telephone ring a
reasonable length of time
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53. • Calling a business at or very near closing time =
inconsiderate
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54. • When taking a message
• Indicate the time & date of the call
• Caller
• Information
• Phone number
• Person taking the message
• Ask for correct spelling if necessary
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55. • Never – eat, drink or chew gum on the phone
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56. • Leave a message when appropriate – especially with
caller-ID, people will see you called so they should not
have to wonder what you needed.
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58. • Maintain at least a 10 foot zone from anyone while
talking.
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59. • Elevators
• Libraries
• Museums
• Restaurants
• Cemeteries
• Theaters
• Dentist or doctor waiting rooms
• Places of worship
• Auditoriums
• Other enclosed public spaces (hospital emergency
rooms or buses)
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60. • Don’t have emotional conversations in public – ever.
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61. • Watch your language & tone of voice
• Others are watching and getting impressions of you
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62. • Don’t use loud and annoying ring tones
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63. • Never “multi-task” by making calls while shopping,
banking, waiting in line or conducting other personal
business.
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64. • Never take a personal call during a business meeting.
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65. • Do not send text messages to someone else unless
you have their permission to do so as they may incur a
charge.
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66. • Never utilize a cell phone in something like a State
FFA Convention session
• This would also include text messaging
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67. • If you must answer a cell phone in a public setting,
answer and tell the person to hold a minute while you
remove yourself from the room.
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68. • Always keep your phone on manner mode when in a
public event such as a convention or meeting.
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69. • Do not utilize a cell phone while driving or operating
other equipment.
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70. • Do not grow too attached to your cell phone
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