The document outlines a course on business communication across 5 units. Unit 1 covers introduction to communication including defining communication, classifying communication based on relationship and flow, and the importance and purpose of communication in management. Unit 2 focuses on oral and written communication, discussing principles of successful oral communication, effective listening, non-verbal communication, and written communication skills. Unit 3 covers business letters, reports, and presentation skills. Unit 4 discusses employment communication including CVs, interviews, and the impact of technology. Unit 5 is about group communication including meetings, media management, seminars, and workshops.

1. BUSINESS
COMMUNICATION
Dr. Omika Bhalla Saluja

2. UNIT I : ( 8 Hours)
Introduction: Role of communication – defining and classifying communication – purpose
of communication – process of communication –characteristics of successful
communication – importance of communication in management – communication
structure in organization – communication in crisis barriers to communication. Case
Studies
UNITII: (8 Hours)
Oral communication: What is oral Communication – principles of successful oral
communication –what is conversation control – reflection and empathy: two sides of
effective oral communication – effective listening – non – verbal communication. Written
communication: Purpose of writing – clarity in writing – principles of effective writing –
approaching the writing process systematically: The 3X3 writing process for business
communication: Pre writing – Writing – Revising – Specific writing features – coherence –
electronic writing process.

3. UNITIII: (8 Hours)
Business letters and reports: Introduction to business letters – writing routine and
persuasive letters – positive and negative messages- writing memos – what is a report
purpose, kinds and objectives of report writing. Presentation skills: What is a
presentation – elements of presentation – designing a presentation. Advanced visual
support for business presentation types of visual aid
UNITIV: (8 Hours)
Employment communication: Introduction – writing CVs – Group discussions –
interview skills Impact of Technological Advancement on Business Communication
networks – Intranet – Internet – e mails – SMS – teleconferencing – video conferencing.
Case Studies
UNITV : (8 Hours)
Group communication: Meetings – Planning meetings – objectives – participants –
timing – venue of meetings – leading meetings. Media management – the press release
press conference – media interviews Seminars – workshop – conferences. Business
etiquettes. Case Studies

4. UNIT 1

5. Psychologically healthy
workplace practices

6. Latin word ‘communis’ means ‘common’ or ‘shared’
Defining Communication
Definition - The interchange of thought or information between two or more persons to
bring about mutual understanding.
Characteristics
Involves at least two PERSONS
Transfer of ideas, facts,
emotions, gestures,
symbols, and action –
THOUGHT/
INFORMATION
Correct UNDERSTANDING
at both end
Intentional or unintentional
Two-way process
Feedback is essential
Dynamic process
Systematic

7. Communication: Definitions
• Keith Davis: “Communication is a process of passing
information and understanding from one person to
another.”
• Louis Allen: “Communication is a bridge of meaning.
It involves a systematic and continuous process of
telling, listening and understanding.”

8. Characteristics/ Features/Nature of
communication
• Communication involves at least two persons
• Communication is a two way process
• Communication is a continuous process
• Communication is a dynamic process
• Communication is inevitable
• Communication is goal oriented
• Communication is pervasive process
• Communication is a social activity
• Communication requires specific skills

9. Role of Business Communication
INTERNAL COMMUNICATION – Emails, Memos, Minutes of meetings, proposals,
presentations, teleconferencing etc.
EXTERNAL COMMUNICATION – Website content, blogs, official twitter, press
releases, advertisement, pamphlets etc
Foundation of psychologically healthy workplace practices
Scope of Business Communication

10. INTERNAL COMMUNICATION
Internal communication is information exchange within the
organization. Messages can be exchanged via personal contact,
telephone, e-mail, intranet (the website accessible only by
employees) etc.
Internal communication as a way of information exchange
within the organization can be vertical, horizontal and
diagonal.
Internal communication helps employees in performing their
work, developing a clear sense of organization mission and
identifying and promptly dealing with potential problems

11. External Communication
• It is that part of an organization's structured communication
concerned with achieving the organization's work goals that is
conducted with people and groups outside the organization.
• It is the organization's communication with its publics — suppliers,
service companies, customers, and the general public.
• Into this category fall all of the organization's efforts at direct
selling— sales representatives, sales spiels, descriptive brochures,
telephone call backs, follow-up service calls, advertising efforts.
• Radio and television messages, newspaper and magazine space
advertising, and point-of-purchase display material obviously play a
role in the organization's plan for achieving its work objective.
Public relations are also included.

12. Purpose of Communication
• Flow of Information
• Coordination
• Learning and executing Management Skills
• Preparing People to Accept Change
• Developing Good Human Relations
• Encourage Ideas of Subordinates
Answer please – you can raise hands
• T
o Inform
• ToPersuade
• T
o Educate
• ToTrain
• T
o Motivate
• T
o Integrate
• ToMake good relations
• For Image building
• For employees orientation

13. 1. Flow of Information:
The relevant information must flow continuously from top to bottom and vice
versa. The staff at all levels must be kept informed about the organisational
objectives and other developments taking place in the organisation. A care should
be taken that no one should be misinformed. The information should reach the
incumbent in the language he or she can understand better. The use of difficult
words should be avoided. The right information should reach the right person, at
right time through the right person.
2. Coordination:
It is through communication the efforts of all the staff working in the organisation
can be coordinated for the accomplishment of the organisational goals. The
coordination of all personnel’s and their efforts is the essence of management
which can be attained through effective communication.

14. 3. Learning Management Skills
The communication facilitates flow of information, ideas, beliefs, perception,
advice, opinion, orders and instructions etc. both ways which enable the
managers and other supervisory staff to learn managerial skills through
experience of others. The experience of the sender of the message gets
reflected in it which the person at the receiving end can learn by analyzing
and understanding it.
4. Preparing People to Accept Change
The proper and effective communication is an important tool in the hands of
management of any organisation to bring about overall change in the
organisational policies, procedures and work style and make the staff to
accept and respond positively.

15. 5. Developing Good Human Relations
Managers and workers and other staff exchange their ideas, thoughts and
perceptions with each other through communication. This helps them to
understand each other better. They realize the difficulties faced by their
colleagues at the workplace. This leads to promotion of good human relations
in the organisation.
6. Ideas of Subordinates Encouraged
The communication facilitates inviting and encouraging the ideas from
subordinates on certain occasions on any task. This will develop creative
thinking. Honoring subordinates’ ideas will further motivate them for hard
work and a sense of belonging to the organisation will be developed. It will
provide them with the encouragement to share information with their
superiors without hesitation. The managers must know the ideas, thoughts,
comments, reactions and attitudes of their subordinates and subordinates
should know the same from the lowest level staff of their respective
departments.

17. Functional conversation – topic
/information is very important –
socializing is less imp.
Social interaction/ Small talk -
topic is less important – bonding
and socializing is more imp.
Ex. – class room lecture,
presentation or a business
meeting
Ex. lunch/Break time, friendly
get-togethers etc.
Communication is used for:

18. Classifying
Communication

19. Classification

20. Formal Communication Paths of communication that are institutionally determined
Scalar chain of command – follows the
line of management
Takes place in the form of manuals, meetings, forms & reports
BASED ON RELATIONSHIP

21. Formal Communication
Refers to the official communication which takes
place following the chain of command in the
organization.
• It flows in 4 directions:
• Downward
• Upward
• Horizontal/ Lateral
• Diagonal/ Crosswise

22. Informal Communication
Does not follow the official recognized channel
Result of social interaction
Network or pathway is called grapevine
Untrue part - rumor
Flow of information takes place in all directions
Transmission of the information is rapid
Selective about people who
receive the information
Extends beyond hierarchy

23. Informal Communication/Grapevine
• The informal communication is not officially
sanctioned.
• It is popularly referred to as grapevine.
• This is because it runs in all directions
irrespective of the formal structure.

24. What causes Grapevine to be Active?
• Excitement and Insecurity
• Involvement of friends and associates
• Topic of Interest
• Conversation opportunity
• Personality

26. Single Strand Chain
• It flows like a chain, i.e., ‘A’ tells something to ‘B’ who
tells it to ‘C’ and so on.
• The longer the strand the more misrepresentation and
filtering affects
• Most inaccuracies occur in this chain
• In this info. flows from one to other in a sequential
order

27. Gossip Chain
• One person tells to other people.
• This chain passes a message regarding a ‘not-on-
job’ nature
• Generally considered to be slow in passing the
information

28. Probability Chain
• Information may move from anybody to anybody.
• This chain is found when the information is
somewhat interesting but not really significant.
• Only some people in the organization will get to
know the information.

29. Cluster Chain
• Individual communicates with only those individuals
he/she trust
• Cluster chain is the dominant grapevine pattern in an
organization
• Most informal communication flows through this
chain

30. Grapevine Participants
• Bridgers or Key Communicators
• Baggers or Dead Enders
• Beaners or Isolates

32. DOWNWARD
UPWARD
HORIZONTAL
/ Interactive
VERTICAL
BASED ON FLOW

33. Bottom-up communication (UPWARD)
Employee needs, values, perceptions and opinions
Helps in Tailoring programs and policies
Top-down communication (DOWNWARD)
Employee awareness – attendance,
rules etc.
clear explanation of roles and duties
Feedback - - employee surveys, suggestion boxes, meetings, multiple communication channels
Communicates - Clear goals and objectives

34. Diagonal communication is a sort of hybrid between vertical and
horizontal communication.
It's a direct dialogue between employees of differing ranks who are
not in the same chain of command.
For example, a software developer might collaborate with a
marketing manager to better understand product needs and
positioning.
HORIZONTAL
Two-way communication
Transparency and involvement
DIAGONAL

35. BASED ON EXPRESSION
Verbal ---- Oral OR Written

38. https://www.youtube.com/watch?v=eN4r8fxhUPg

39. Elements of Non – Verbal Communication
Appearance: Speaker: clothing, hairstyle, neatness, use of cosmetics.
Surrounding: room size, lighting, decorations, furnishings.
Body Language: Facial expressions, gestures, postures.
Sounds: Voice tone, Volume, Speech rate.

40. Process of Communication Two-way process
For creating a shared understanding
Effective communication
Message conveyed by the sender is understood by the receiver in exactly the same way as it
was intended. (Video – https://www.youtube.com/watch?v=JwjAAgGi-90 )
Initiates
Symbols, signs, body gestures
Depends upon
interpersonal
relationships and
urgency
Target
Interpretation
Ensures
effectiveness
Obstacles
or
barriers

42. Elements/Components of
Communication Process
• Sender/Encoder
• Message
• Medium
• Receiver/Decoder
• Feedback

43. 7 Cs of Effective Communication
Characteristics of successful communication

44. Characteristics of Successful Communication
Clear - Sentences should be short and simple
- Prefer the active voice over the passive voice
- use bullet points to cover several points
PASSIVE ACTIVE
A movie is going to be watched by us
tonight.
We are going to watch a movie
tonight.
The house will be cleaned by me every
Saturday.
I will clean the house every
Saturday.
You will be taught by me everyday. ??
Courteous - Honest, respectful, considerate, open (transparent) and polite
- not racist or misogynist – not even in humor
Complete – All relevant details must be disclosed while considering the receiver
Correct – Avoid Typo errors, use facts and figures, use right level of language

45. Emotional Awareness and Control – Emotions guide us, but they should not be
expressed out of proportion
2013 2013
Concise - Normal attention span is
just a few seconds long
- Long and lengthy
communication is boring
Concrete - Arguments should have data that
suitably backs it up
Coherent - well-planned, logical and sequential
presentation
Source : Microsoft consumer study 2013
In Addition to 7 C’s
Listening - With the objective of understanding