This document provides an overview of principles and best practices for effective business communication and ethics. It discusses setting appropriate tone and body language, asking clarifying questions, actively listening to understand others, showing respect, being precise, mindful presentation skills, providing constructive feedback, and planning presentations. It also outlines different communication channels like upward, downward, lateral and diagonal flow as well as formal and informal networks. Non-verbal codes including temporal, person-oriented and environmental cues that convey important messages are explained.

1. Business Communication and
Ethics (HS-304)
Maheen Tufail Dahraj
Lecturer & Ph.D. Scholar (Applied Linguistics)
Department of Humanities
NED University of Engg. & Tech. Karachi
(Handout 2)

2. Principles of Communication
Be Mindful of the Setting
Use Approachable Body Language
Adjust Your Tone
Ask Questions
Listen to Understand
Cultivate Respect
Be Precise
Be Attentive while you Present
Provide Feedback
Plan & Practice

3. Communication Setting
The setting of any conversation will dictate the
communication style.
Setting includes the purpose of the occasion, the
location, as well as the audience.

4. Body Language
While communicating, humans unconsciously read
one another’s body language. We notice the facial
expressions, posture, as well as the placement of the
limbs when communicating with others. These cues
help us decide if someone is approachable or if we
should leave.

5. Tone of Voice
The tone of voice decides whether people are
making or breaking their important relationships.
Always listen to the tone of your voice as you
speak to get an idea of how it would be received.

6. Questions for Clarification
We ask questions to understand or to spark thinking.
This also engages the audience and let them know
that their viewpoints matter.

7. Listen to Understand
Many of us listen to respond instead of understanding
which creates unnecessary tension leading our audience
to believe that we don’t care about what they said.
Always use your body language to convey that you’re
listening. Nod your head, open your posture, and make
eye contact.

8. Pay Respect
When we respect others we create a space where trust,
connection, and teamwork flourishes.

9. Be Precise
People are often busy in professional settings so it’s
important to be clear and precise when speaking to
someone at work. It reduces miscommunications
among members in the organization.

10. Be Mindful of Presentation
The way you present yourself speaks a lot about
you and also sends a message. Your presentation
includes the clothes and the accessories that
you’re wearing, your posture, and your hygiene
as well.

11. Provide Feedback
Feedback gives the speaker an idea of how
effectively they reached their goals. Feedback has
many forms including praise, advice, and
comments etc.

12. Plan and Practice
Have a plan and goal in mind when speaking in a
business setting. Preparation builds confidence. It
will allow you to get your point across successfully
without seeming too anxious.

13. Network/Channels of Communication

14. Modes/Flow of Communication
Communication Flow
Formal
Channel
Upward Downward
Lateral/
Horizontal
Diagonal
Informal
Channel
Grapevine

15. Upward Flow of Communication
The transmission of
information from lower
levels of an organization
to the higher ones.
Manager
Supervisor
Employee

16. Manager
Supervisor
Employee
Downward Flow of Communication
The transmission of
information from
higher levels of an
organization to the
lower ones.

17. Horizontal Flow of Communication
Manager Manager
The flow of messages
between individuals and
groups on the same level
of an organization, as
opposed to up or down.

18. Diagonal Flow of Communication
The sharing of information among
different structural levels within a
business setting.

20. Grapevine Communication
Grapevine communication is defined
as unstructured and informal network
formed on social relationship rather
than organizational charts or job
descriptions.

21. When an organization
communicates with people
or organizations outside
the business setting.
Recipients of external
communication include
customers, lawmakers,
suppliers, and other
community stakeholders.
External Communication

22. Non-Verbal Communication
Codes
Functions

23. Functions of Nonverbal Communication
Reinforcement Modification
Substitution Regulation

24. Reinforcement
Nonverbal cues emphasize or
underscore a verbal message.
For example, when you raise or lower
your voice, or slow down your rate of
speech so you can deliberately stress a
series of words, you are using
nonverbal cues to accentuate your
words.

25. Modification
Nonverbal cues can contradict or negate
verbal messages.
For example, your face is contorted into a
grimace. Your eyes are narrowed and
eyebrows furrowed. Yet, you are yelling, “I
am not upset!”

26. Substitution
Nonverbal cues can substitute for or take the
place of spoken words.
For example, when someone asks, “What do
you want to do tonight?” a shrug of the
shoulders frequently is used in place of “I
don’t know.”

27. Regulation
Nonverbal cues can regulate or control person-
to-person interaction.
For example, if we feel that talking to a certain
person is like talking to a wall, or that when we
talk to a person where we can’t get a word in
return, it may be because we do not get the turns
or attention that we feel we deserve when we
interact with that person.

28. Codes of Nonverbal Communication
Temporal Codes
Person Oriented Codes
Environmental Codes

29. Temporal Codes
Chronemics Cultural Time
Psychological
Time

30. Chronemics
Technical
Time
• Milliseconds
• Atomic Years/Leap Years
Formal Time
• Seconds, Minutes, Hours
• Days, Weeks, Months, Years
Informal
Time
• Forever, Immediately, Soon
• Right away, As soon as possible

31. Time Orientations
Displaced Diffused
Time is viewed
exactly
Time is viewed
approximately
Monochronism Ploychronism
One thing at a time Number of things at
the same time
Social Clock

32. Psychological Time
Past Orientation
Present Orientation
Future Orientation

33. Person-Oriented Codes
Physical
Appearance
and Dress
Gestures and
Body
Language
Facial
Expressions
Eye Contact
Personal Space
and Touching
Behavior
Vocal
Characteristics

34. Physical Appearance & Dress

35. Gestures & Body Movements

36. Facial Expressions

37. Eye Contact

38. Personal Space & Touching
Behavior

39. Vocal Characteristics

40. Environmental Codes
Objects in the Environment
Volume of Space
Light
Intensity
Personal
Space
Color
Arranging
Office Space