This document discusses effective business communication. It covers key topics like the importance of business communication for presenting ideas, making plans and agreements, and more. It defines communication and its principles, like clarity and feedback. It discusses internal and external communication channels and flows in an organization. Effective communication is important for information sharing, problem solving, and building relationships. The document outlines several components of communication including context, sender, message, medium, receiver, and feedback. It also discusses nonverbal communication factors like appearance, body language, and paralanguage.

1. Semester: 4th
Model: Effective Business Communication
Instructor: Hayatullah Basij

2. The importance of business communication also lies in:
 Presenting options/new business ideas
 Making plans and proposals (business writing)
 Executing decisions
 Reaching agreements
 Sending and fulfilling orders
 Successful selling
 Effective meetings
 Providing feedback to employees and customers

3. Communication
 Communication is simply the act of transferring (to share) information or
data from one place, person or group to another. Even every
communication involves at least one sender, a message and recipient.
 Communication definition is like a process by which information is
exchanged between individuals through a common system of symbols,
signs.

4. Communication
 If you can communicate effectively in speaking and writing,
you have a highly valued skill. Communicating effectively
in speaking and writing extends across of business,
including management, technical, clerical and social
position.
 The phenomenal growth of internal trade creates the need
for you to also understand intercultural communication the
ability to speak and write in ways that are sensitive to and
organize of the factors in different cultural contexts.

5. Importance and benefits of effective communication
The ability to communicate effectively will always provide
advantages to those who posses it. Communication has a rich
history and its traditions can still be seen in modern day..

6. Principle of communication
 Principle of clarity: the idea or message to be communicated
should be clearly spelt out. It should be worded in such a
way that the receiver understand the same thing which the
sender wants to convey.
 Principle of attention: in order to make communication
effective, the receiver’s attention should be drawn towards
message. People are different in behavior, attention, emotion
and etc.

7.  Principle of feedback: the principle of feedback is very
important to make communication effective. There should be
a feedback information from the recipient to know whether
he has understand the message in the same sense in which the
sender has meant it.
 Principle of informality: formal communication is generally
used for transmitting message and other information.
Sometimes formal communication may not achieve the
desired results, informal communication may prove effective
in such situation.

8. Principle of Consistency: this Principle states that communication should always be consistent
with the policies, plans, programs and objectives of the organization and not in conflict with them.
If the messages and communications are in conflict with the policies and programs then there will
be confusion in the mind subordinates and they may not implement them properly.
Principle of Timelines: this principle describes that communication should be done at proper time
so that it helps in implementing plans. Any delay in communication may not serve any purpose
rather decisions become of historical importance only.

9. Principle of Adequacy: the information communicated should be adequate and complete in
all respects. Inadequate information may delay action and create confusion. Inadequate
information also affects efficiency of the receiver. Finally, adequate information is essential
for taking proper decision and making action plans

10. Why Communication
In order to exchange the ideas, information, plans, order needed supplies,
decision making, rules, proposals, contracts and agreements. Communication
is the lifeblood of every organization.
Types of communications in an organization:
 Internal communication:
A vital means of attending to company concerns is through effective internal
communication, downward, upward and horizontal. It helps increase job
satisfaction, safety, productivity and profits.
 External communication:
Effective communication to people outside the organization can help create a
good reputation and have a sensitive impact on its ultimate goals.

11. Communication Channels

12. Communication Flows
downward communication flows from higher organizational levels
(supervisors) to lower organizational levels (subordinates).
Upward communication flows from lower to higher organizational
levels.
Horizontal communication flows across the organization, among
personnel on the same level.
For instance: Your boss’s request for a sales report is an instance of
downward communication, and when you’ve finished and submitted it, you
will have completed a task of upward communication.

14.  Information Sharing
 Feedback on achievements / performance
 Influence
 Problem solving & decision-making
 Group / team and network building
 Helps in coordination of efforts
 Good Business Relations
 Ensuring effectiveness of policies
 Job instruction
 Controlling people
Functions of Communication

15. Effective Communication will affect you in several ways
 Benefits on your career
 Essential for promotion
 Capacity for hard
 Ability to get things done with through people
 Good appearance
 Self confidence

16.  Sound decision making skills
 College education
 Ambition
 Ability to communicate

17. Communication Probe
 Developing the Right Attitude.
To the customer, you are the company, this good advice comes from
public relations experts. Your attitude when dealing with customers,
clients and the public reflect on the company you represent. When you are
dealing with international business people your attitude will reflect your
country and your culture.
Your ability to communicate orally and in writing affects your company’s
public image.

18.  Preparing Adequately
Most people can learn to communicate effectively for business if they are
willing to devote whatever effort is necessary to prepare themselves. To a proper
goodwill-building attitude the following qualities are must be considered.
 Careful, sound judgment when choosing ideas and facts for each message.
 Patience and understanding, even with unjustly insulting person.
 Reasonable facility with the English Language.
 Applied knowledge of the communication process and principles and
successful method for sending and receiving the message.
 Knowledge of the culture conventions of your audience.

19.  Becoming Flexible
Today’s workface is increasingly diverse in age, gender and national
origin. Diversity has brought problems to organizations, but it has brought
also strengths. Changing the demographics have contributed to change in
management style, making effective communication main part to carry out
the organization business.
Therefore, workers need to be flexible in the way they are dealing with
others, problems can be avoided by keeping an open mind and being
willing to make extra effort in communication.

20. Component of Communication
Communication is a process of transmitting and receiving verbal
and nonverbal messages. Communication is considered effective
when it achieves the desired reaction or response from the receiver.
To be more simple communication is a two way process of
exchanging ideas or information.
Communication includes six components.
 Context: every message whether oral or written, begins with
context. Context is a broad filed that includes country, culture,
organization and external and internal stimuli. Every country,
culture, company or organization has its own convention for
processing and communication information.

21. Component of communication
 Sender-Encoder:
When you send a message, you are the encoder the writer or speaker,
depending on your message is written or oral. You try to choose symbols
usually words ( sometimes also graphics or pictures) that express your
message to the receivers, receivers will understand it and react with the
response you desired.
 Message:
The message is the core idea you wish to communicate it consists of both
verbal ( written or spoken) symbols and nonverbal unspoken.
You must first decide what the main point of your message is and what
other information to include.

22. Component of communication
 Medium:
Your medium can be the printed word, electronic mall or sounds.
Divided into two parts inside your organization and outside your
organization.
 Receiver- decoder:
The message receiver is your reader or listener or decoder many of your
message may have more than one decoder.

23.  Feedback:
Feedback can be an oral or written message, an action or simply
silence. Ultimately the receiver reacts with either the desired
response based on a clear understanding of the symbols or with
an undesired response of miscommunication. Feedback can be
oral and written.

24. Concepts and problems of Communication
No two people in the world are exactly alike, and no two
cultures or countries are the same. For example, decision
making in Japan in inordinately slow by Western standards,
Americans also wonder why Germans are so through in their
reports, why the French are so polite in letter writing and why
middle eastern business people are less concerned with time.
The reason is that in other cultures, these different attitudes
are acceptable and appropriate, all these differences,
however, can cause problems in conveying intended
meanings.

25. Each person’s mind is a unique filter, problems with communication are more
likely to happen when the communicator’s filters are sharply different. The
message sender’s meanings and the receiver’s response are affected by numerous
factors such as individual.
 Convention of meaning.
 Perception of reality.
 Values, attitudes and opinions.

26. Nonverbal messages often contradict the verbal.
Most the Communication process focused on verbal
communication written or spoken syllables, usually words. We
also communicate nonverbally without words, sometimes
nonverbal messages contradict the verbal often they express
feelings more accurately than the spoken or written language.
Convention of Meanings:
 choose, if possible the denotative words over the connotative
words.
 Through audience analysis, select the term with which the
audience has had the most experience and understanding.

27. Perceptions of reality:
Be sure to provide sufficient information.
Be careful with the necessary terms, not all people will agree.
Choose wisely when inferring enough data must be used to draw a
valid conclusion.
Values, Attitude and Opinions:
 Realize that some audience do not desire information at odds with
their own bases and limited information.
 Spend sufficient time collecting information that is valid and
credible.

28. Numerous articles and books have been written on the importance of
nonverbal messages , this studies suggest that from 60 to 90 percent of a
message’s effect comes from nonverbal communication. There is a brief
overview of nonverbal communication.
 Appearance
 Body Language
 Silence, time and space

29. How appearance Communicates
 Appearance conveys nonverbal impressions that affect receiver's attitudes
toward the verbal message even before they read or hear them.
Effective on written Message
 An envelops appearance size, color, weight, postage may impress the
receiver as important mail. Telegrams, Mailgrams, express Mail, and private
courier mail also have distinctive envelops that signal urgency and
importance.
 The format, neatness and language of a written message sends a nonverbal
message to the reader.

30. Effect on Oral messages
Whether you are speaking to one person face to face or to a group
in meeting, personal appearance and the appearance of your
surrounding convey nonverbal stimuli that affect attitudes toward
your spoken words.
 Personal appearance : clothing, hairstyles, neatness, jewelry,
cosmetics, posture, stature are part of appearance. They convey
impressions regarding occupation, age, nationality, social and
economic level, job status and good or poor judgments,
depending on circumstances.

31. Appearance of Surroundings: Aspects of surroundings include
room size, location, furnishings, Machines, Architecture, wall
decorations, floor, lighting, windows, view and other related
features wherever people communicate orally. Surrounding vary
according to status and according to country and culture.

32. How body language communicates
Included under body language are facial expressions, gestures and
movement, smell and touch, and voice and sounds.
Facial Expressions: the eyes and face are especially helpful means of
communicating nonverbally. They can reveal hidden emotions,
including anger, confusion, fear, joy, surprise, uncertainty and others.
They also contradict verbal statements.
In the United States, direct eye contact but not staring is considered
desirable when two people converse.

33. The person whose eyes droop or shift a way from the listener is
thought to be either shy or dishonest and untrustworthy, but
because people differ, we must be careful not to make a false
inference about eye contact.

34. Gestures, Posture, and movement
In some occupations, actions speak louder than words, employees
who direct traffic in crowded streets or in noisy stadium or who
guide trucks when backing up in narrow places effectively
communicate by pointing arms or fingers or by tapping on the side
of the vehicle to indicate the desired direction. Deaf people
communicate with a language primarily composed of hand, finger
and eye movements.

35. Gestures and movements are culture-specific. The meaning of gesture
in the United States may be completely different in Europe or Asia. In
the United states a clenched fist pounding on the table can indicate
either anger or emphasis. Such a display in Asia would be
unacceptable. Continual gestures movement such as pacing back and
forth may signal nervousness and may be distracting to listeners.

36. Smell and Touch
Various odors and fragrances sometimes convey the emotions of the sender
and sometimes affect the reactions of the receiver, especially if the receiver
is sensitive to scents. Also touching people can communicate friendship,
love, approval, hatred, anger or other feelings. A kiss on the cheek, pat on
the shoulder or slap on the is promoted by various emotions. On the other
hand, touching in a crowded Japanese train or being pushed at the mass
transit railway in which passengers are squeezed together may be offensive
to many north American.

37. Voice and sounds
Your voice quality and the extra sounds you make while speaking are also a part of nonverbal
communication called paralanguage. Paralanguage includes voice volume, rate, articulation, pitch
and the other sounds you may make, such as throat clearing and sighing.
A loud voice often communicates urgency while a soft one is sometimes calming. Speaking fast
may suggest nervousness or haste. A lazy articulation, slurring sounds or skipping over syllables
or words, may reduce credibility. A lack of pitch variation becomes a monotone, while too much
variation can sound artificial or overly dramatic. Throat clearing can distract from the spoken
words. Emphasizing certain words in a sentence can purposely indicate your feelings about what
is important.