The document discusses effective business communication, emphasizing the importance of clarity, understanding, and feedback. It covers various aspects such as verbal and non-verbal communication, barriers in communication, and techniques for questioning and listening. Key strategies include being aware of cultural differences, speaking clearly, and actively listening to enhance communication effectiveness.

1. Effective Business
Communication
• It is important to understand that you represent both yourself and your employer.

2. Content Layout with List
• Understanding Communication
• Communication Barrier
• Star Speaking
• Listening Skills
• Questioning Techniques
• Non Violent Communication

3. Communication is sharing of Information
between two parties
VERBAL COMMUNICATION
• Remember the acronym
“KISS” (Keep it short and
simple)
• Communication is influenced
by Pitch, Volume, Speed &
Clarity of Speaking.
• Enables in getting instant
reply/feedback.
NON VERBAL
COMMUNICATION
• Written Communication helps
with a Record and Backup
• Enables receiver to fully
understand the message and
send appropriate reply.
• Can reach large number of
audience even with cultural
Barriers/time zones.

4. Communication Barriers :
• Similar words can mean different things to people
from different Cultures, even when they talk the same
language.
• Inappropriate words often lead to misunderstanding
between sender and Receiver.
• Focusing on the receiver seriously – Core idea you
wish to communicate.
• Crystal Clear Messages – Expectations and
responsibilities to be handled relating to the job.
• Using Multiple channels – LinkedIn, Email, Voice mail,
Call

5. Verbal Communication:
• Distortion – Communication is lost when Handling it/ Language
barrier
• Miscommunicated Instructions & Incomplete Information
• Distraction in environment where the communication takes place
& Emotions
• Interference due to difference in culture, Personality, Education.
OVERCOMING THE COMMUNICATION BARRIER:
• Speak slowly & Clearly & Check for Clarification
• Be Specific & Frequently Check for understanding
• Be Patient & Choose your medium effectively.

6. STAR Speaking:
• Communicate openly and be honest.
• Give and take constant feedbacks
• Being Clear and Confident.
• Strong Decision making based on reliable information
• Practice “Globish English” and avoid “Jargon”.

7. Listening Skills:
(Good Listening Skills lead to better customer satisfaction and greater productivity with
fewer mistakes)
• Be Attentive and but relaxed
• Keep an open mind.
• Don’t interrupt and don’t impose your
solutions
• Ask Questions only to ensure understanding
• Give the speaker regular feedback
• Pay attention to what is not said.

8. Listening is not the same as
hearing.
• One common problem is that instead of listening closely to what someone is
saying, we often get distracted after a sentence or two and instead start to think
about what we are going to say in reply or think about unrelated things. This means
that we do not fully listen to the rest of the speaker’s message.
• This problem is the difference between average speech rate and average
processing rate. Average speech rates are between 125 and 175 words a minute
whereas we can process on average between 400 and 800 words a minute. It is a
common habit for the listener to use the spare time while listening to daydream or
think about other things, rather than focusing on what the speaker is saying.
• Of course the clarity of what the speaker is saying can also affect how well we
listen. Generally we find it easier to focus if the speaker is fluent in their speech, has
a familiar accent, and speaks at an appropriate loudness for the situation. It is more
difficult, for example, to focus on somebody who is speaking very fast and very
quietly, especially if they are conveying complex information.
• We may also get distracted by what someone else is saying, which sounds more
interesting.

9. Questioning Techniques:
• Closed Questions – Yes/No
• Open Questions – to gather more information
• Leading Questions - Used for building positive
Discussions
• Funnel Questions – Discovering Specific Information
• Recall and Process Questions – Used mostly in
Interviews/Discussions
• A Word on tone – Internal Communications

10. NON – VIOLENT COMMUNICATION
:
https://www.youtube.com/watch?v=
7L3rBTChHs8

11. “The most important thing in
communication is to hear what isn’t
being said.”
- Peter Drucker
•THANK YOU