1. Effective Communications
in Business
Module-1
-by Kinjal Pandya

2. Concept and definition of
Communication
The word communication is derived from
latin word ‘communicare’ that means to
share, to participate, convey and transmit.
Communication is a process of passing
information and understanding from one
person to another.
It is an exchange of facts, ideas, opinions or
emotions by two or more persons

3. Objectives/ Purpose of
communication
Conveying the right message.
Co-ordination of efforts.
Good industrial relation
Development of managerial skills
Effectiveness of policies
To receive suggestion
To persuade people
To motivate people

4. Characteristics of communication
Communication is unintentional as well as
intentional
Communication is a dynamic process
Communication is systemic.
Communication is both interaction and
transaction.
A short lived process
Needs proper understanding
Dispels misunderstanding.
Leads to the achievement of org growth

5. Elements of communication
Source
Audience/Receiver
Goal/purpose
Context/environment
Message
Medium
feedback

6. Benefits of effective communication

7. Importance of communication in
management
Smooth working of a business firm.
Basis of managerial function:
1. Planning
2. Organizing
3. Directing
4. Co-ordinating
5. Controlling
Maximum production at minimum cost
Prompt decision and its implementation

8. Importance of communication in
management
Building human relationship
Avoid illusion
Internal communication.
Contacts with external parties.

9. The seven C’s
When We talk about “ Effective Communication”
one thing that comes in mind, what are the basic
principles of “effective communication” .
These principles tells us how your message can
becomes effective for your target group,
These principles also tell about style and
importance of the message.
These principles commonly known as 7 C’s of
effective communication.

10. Seven C’s of Effective
Communication
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness

11. 1) Completeness
Message Receiver- either listener or reader, desire
complete information to their question. e.g.
suppose you are working with multinational company who
is engaging with engineering goods , like A.C. Now let
say one of your major customer wants some technical
information regarding “thermostat” (because he wants to
convey the same to the end users ). In this case you have to
provide him complete information in a short span of time.
If possible, provide him some extra information which he
does not know,.
In this way you can maintain a good business relation with
him, otherwise he may switch to an other company.

12. Five W’s
One way to make your message complete is to answer the
five W’s.
WHO?
WHAT?
WHEN?
WHERE?
WHY?
The five question method is useful when you write
requests, announcements, or other informative messages.
For instance, to order (request) merchandise, make clear
WHAT you want, WHEN u need it, WHERE it is to be sent.

13. Conclusion of completeness
At the end we can say that, you must provide
him:-
1. All necessary information as requested by
him.
2. Answers to his all questions carefully
3. Provide some more information, which he
is not requiring , just to maintain good
relations.

14. 2) Conciseness
Conciseness means “convey the message
by using fewest words”.
“Conciseness is the prerequisite to
effective business communication.”
As you know that all businessmen have
very short time .
Hence a concise message save the time
and expenses for both the parties.

15. How To achieve the conciseness ?
For achieving the conciseness you
have to consider the following.
1.Avoid wordy expression
2.Include only relevant material
3.Avoid unnecessary repetition.

16. Avoid Wordy Expression
E.g. Wordy:- at this time.
Instead of “at this time” you can just use only
a concise word:- NOW ,
Always try to use “ To the point Approach”
in business scenario perspective.

17. Include only relevant information
Always try to provide only relevant information to the
receiver of the message.
Lets say one of your customer requested
 for clients of the company
 in reply you should provide simply list of clients at the panel of your
company.
 No need to provide detailed business information about client at all.
Observe the following suggestions to “ Include only relevant
information.”
– Stick to the purpose of message
– Delete irrelevant words
– Avoid long introduction, unnecessary explanation etc.
– Get to the important point concisely.

18. Avoid un-necessary Repetition
Some times repetition is necessary for
focusing some special issue.
But when the same thing is said with out
two or three reasons, the message become
wordy and boring.
That’s why try to avoid Un-necessary
repetition.

19. Some ways to eliminate unnecessary words
Use shorter name after you have mentioned the
long once. e.g.
Spectrum communications Private limited use
spectrum.
Use pronouns or initials E.g.
Instead of world trade organization use WTO or
You can use IT for Information Technology.
( keeping in views that receiver knows about these
terms)

20. 3) Consideration
Consideration means – To consider the
receiver’s Interest/Intention.
It is very important in effective
communication while writing a message
you should always keep in mind your target
group
consideration is very important “C” among
all the seven C’s.

21. Three specific ways to indicate consideration
i-Focus on “you” instead of “I” or “We”
ii-Show audience benefit or interest of the
receiver
iii-Emphasize positive, pleasant facts.
Using “you” help you, but over use lead a
negative reaction.

22. Always write a message in such a way how
audience should be benefited from it. e.g.
We attitude
I am delighted to announce that we will
extend to make shopping more.

23. You attitude
“You will be able to shop in the evening with
the extended hours.”
Readers may react positively when benefit
are shown to them.
Always try to address his/her need and want.

24. 4) Concreteness
It means that message should be specific
instead of general. Misunderstanding of
words creates problems for both parties
(sender and receiver).
when you talk to your client always use
facts and figures instead of generic or
irrelevant information.

25. The following guidelines should help you to
achieve the Concreteness.
i- use specific facts and figures
ii-choose image building words
e.g
General
He is very intelligent student of class and
stood first in the class.

26. Concrete
Ali’s SPI in B.Sc Electrical Engineering was
3.95/4.0, he stood first in his class.
Always write on a very solid ground. It
should definitely create good image as
well.

27. 5) Clarity

28. Accurately is purpose of clarity
In effective business communication the
message should be very much clear. So that
reader can understand it easily.
You should always Choose precise words.
Always choose familiar and easy words.
Construct effective sentences and paragraphs.

29. In business communication always use
precise words rather longer statements.
If you have a choice between long words and
shorter one, always use shorter one.
You should try your level best to use
familiar/easy to understand words so that
your reader will quickly under stand it

30. Familiar Next familiar words
1-after subsequent
2-home domicile
3-for example e.g.
4-pay remuneration
5-invoice statement for payments

31. 6) Courtesy

32. Courtesy
Knowing your audience allows you to use statements of
courtesy; be aware of your message receiver.
True courtesy involves being aware not only of the
perspective of others, but also their feelings. courtesy stems
from a sincere you-attitude.
it is not merely politeness with mechanical insertions of
“please” and “Thank you” .
Although Appling socially accepted manners is a form of
courtesy .
rather, it is politeness that grow out respect and concern for
others.
Courteous communication generate a special tone in their
writing and speaking.

33. How to generate a Courteous
Tone ?
The following are suggestions for generating a courteous tone:
Be sincerely tactful, thoughtful and appreciative.
Use expressions that show respect for the others
Choose nondiscriminatory expressions
Be sincerely Tactful, Thoughtful and Appreciative
Though few people are intentionally abrupt or blunt, these
negative traits are common cause of discourtesy.
avoid expression like those in the left hand column below;
rephrase them as shown in the right-hand column

34. Tactless, Blunt More Tactful
Stupid letter; I can’t I should understand it, as
understand there is no confusing word in
this letter, could you please
explain it once again ..?
Its your fault, you did not Sometimes my wording is not
properly read my latest FAX precise; let me try again
Thoughtfulness and Appreciation
Writers who send cordial, courteous messages of deserved
congratulations and appreciation (to a person inside & outside) help to
build goodwill. The value of goodwill or public esteem for the firm may
be worth thousands of dollars.

35. 7) Correctness

36. 7) Correctness
At the core of correctness is proper grammar,
punctuation and spelling.
however, message must be perfect grammatically and
mechanically
. The term correctness, as applied to business
messages also mean three characteristics
o Use the right level of language
o Check the accuracy of figures, facts and words
o Maintain acceptable writing mechanics

37. Use the right Level of
Language
we suggest that there are three level of language
1. formal
2. informal
3. substandard.
Take a quick guess: what kind of writing is
associated with each level? What is the style of
each?

38. Formal and Informal Words
Formal writing is often associated with scholarly writing:
doctoral dissertations, scholarly, legal documents, top-
level government agreements and other material where
formality is demanded.
Informal writing is more characteristic of business writing.
Here you use words that are short, well-known and
conversational as in this comparison list:
More Formal less formal
Participate Join
Endeavor try
Ascertain find out
Utilize use
Interrogate question

39. Substandard Language
Avoid substandard language. Using correct words,
incorrect grammar, faulty pronunciation all
suggest as inability to use good English. Some
examples follow:
Substandard More Acceptable
Ain’t isn’t,aren’t
Can’t hardly can hardly
Aim to proving aim to prove
Desirous to desirous of
Stoled stolen

40. Proper Use of Confusing Words !
Our Language (Any) is constantly changing. In fact,even dictionaries can
not keep up with rapid change in our language. the following words
often confusing in usage:
A, An use a before consonants and
consonants sounds or a long ” u”
sound. Use an before vowels.
Accept, except accept is a verb and means to
receive. except is a verb or a
preposition and relates to
omitting or leaving out.
Anxious, eager Anxious implies worry, eager
conveys keen desire

41. Process of communication
Communication has been defined as a process that refers
to identifiable flow of information through interrelate stages
of analysis directed towards the achievement of an
objective.
feedback

42. process
Step 1: sender conceives an idea depending
on the purpose of communication
Step 2: sender chooses appropriate symbols,
encodes the idea and formulates the
message
Step 3: sender sends the message through
suitable channel

43. Continue….
Step 4: receiver receives the message.
Step 5: receiver decodes the symbols, and
interprets the message
Step 6: receiver sends the
feedback(response) that is observed by the
sender

44. Forms of communication
Types of communication
On the basis of On the basis of
On the basis of
organization direction way of
structure expression
Formal
communicatio
Informal
n communication
vertical horizontal
Horizontal diagonal
Diagonal
Oral comm Written Gesture
Downward Upward comm comm
communication communication

45. Types of formal communication
Single chain
Wheel
Circular
Free flow
Inverted v

46. Advantages of formal
communication
Maintains hierarchy
Developing relationship
Uniformity
Directs the flow of communication

47. Disadvantages of communication
Increased the work load
Increase gap
Distortion of message.
Time consuming

48. Informal communication/
grapevine
Informal communication , also known as
grapevine is not a planned or deliberately
created channel of communication.
It is free from all formalities
Unofficial communication channels in an
organization are referred to as a grapevine
E.g ‘ hey guys, listen up!did you know that
the boss is joining rival firm?’

49. Types of grapevine
Single strand chain
Gossip chain
Cluster chain
Probability chain

50. Advantages of grapevine
Safety valve
Supplement to other channels
Quick transmission
Feedback
Less expensive than formal channels
Used voluntarily by many employees

51. Disadvantage of grapevine
Distortion of message
Incomplete information
Damaging swiftness
Leakage
Lack of authenticity
Difficult to hold anybody responsible
May lead to misunderstanding if incomplete

52. Advantages and disadvantage of
downward communication
Advantage Disadvantage
Disseminate plans and Distortion of message
polices
Convey expectation Delays in transmission
Provides feedback Overload message
Motivation Loss of information
Built-n ressistance

53. Advantages and disadvantage of
upward communication
Advantage Disadvantage
Create insight into Delays and distortion
behavioural problem
Create confidence and By passing
trust
Enhance learning and Poor listening
excellence
Hesitation of employees

54. Advantages of oral communication
Oral communication is a time and money saving device.
As there is an element of personal touch, it is
comparatively more effective.
Doubts can be clarified on the spot and the communication
can be understood easily.
Important point can be emphasized through action.
Speech is more powerful means of persuasion and control.
The speaker can get immediate feedback.
The informal plane of oral communication helps to
promote friendly relations.

55. Disadvantages of oral communication
It is not useful where the parties are very far from each
other, even beyond telephonic range.
It is not suitable for lengthy communication.
Oral messages cannot be retained for a long time.
Oral messages do not have any legal validity unless they
are taped and made a part of permanent record.
Body language and speech must match each other.
If the communication is poor in vocal expression, oral
communication are likely to be misunderstood and
misinterpreted.

56. Advantages of written communication
It is suitable for lengthy communication.
It is accurate and precise.
It can be kept as a permanent record and at times be
referred to as evidence.
It is a legal document.
Written communication serves as a solid base for taking
action against the subordinate who disobeys it.
There are fewer chances of missing out a point.

57. Disadvantages of written communication
There is greater chance of the communication being
misunderstood.
There is no scope for face to face discussion.
It is time-consuming.
It is costly.
Quick clarification is not possible.
It is difficult to maintain secrecy about the matter
communicated.
Poorly written messages followed by numerous
clarification both written and oral, may lead to a lot of
confusion

58. Channels of oral communication
Face to face conversation
Telephone conversation
Presentation
Public speech
Interview
Group discussion
Negotiation
Meeting

59. Channel of written communication
Letter
Memo
Notice
Circular
Report
Minutes

60. Non-verbal Communication
Non-verbal communication is the process of
communication without words.
Facial expressions, movement, eye contact,
vocal qualities all helps us without words.

61. Non-verbal communication differs from
verbal communication in many ways:
 Non-verbal communication is less structured than
verbal words.
 Non-verbal communication is unplanned.
 Non-verbal communication is intent and
spontaneous.
 Non-verbal communication blends with speech.

62. Physical appearance.
Facial expressions: It conveys emotions with
remarkable accuracy and intensity of your
feelings.
Movement: the process of getting up from one
place to another in front of audience or on the
platform.
Posture: posture is the way you conduct yourself
when you face an audience.
Gesture: A gesture is an expression of your any
part of your body. E.g. your head, hands, face
which reinforce your idea while you speak.
Eye contact.

63. Vocal communication techniques
Voice
Quality
Volume
Pitch
Rate of delivery
Pronunciation
Pauses

64. Components of non-verbal
communication
Kinesics: Facial expression, posture, gesture.
Oculesics: Eye contact.
Haptics: The communication of touch
Proxemics: the communication of space and
proximity.
Appearance: The physical characteristics
Paralinguistics: variation in pitch
Chronemics: the effects of time on
communication

65. Barriers of communication:
Semantic Emotional Physical Orgn Personal Cultural
barriers and barriers barriers barriers barriers
Psychologic
al barriers
Barriers in Barriers
supervisors regarding Poor
subordinates listening

66. Semantic barriers
Different languages
Words
Pictures
Actions
Poor vocabulary

67. Emotional and psychological
barriers
Loss of transmission and retention
Distrust of communication
Failure to communicate
Inattention of receiver

68. Physical barriers
Noise
Improper time
Distance
 Organizational barriers:
 Organization policy
 Rules and regulations
 Lack of orgn facilities
 Wrong selection of channel

69. Personal barriers
Barriers in supervisor:
 Attitude of supervisor
 Fear of challenging of authority
 Ignoring the juniors
 Underestimation of there subordinates.
 Insistence on following proper channel.

70. Barriers regarding subordinates:
 Unwillingness to communicate
Lack of proper incentive.
 Poor listening:
Egoism
Emotions
Selective perception

71. Methods to overcome barriers
Semantic barriers:
 Use simple and precise message.
 Use less verbalism.
 Use suitable language.
 Employ different methods of
communication.
 Avoid ambiguous and abstract words.

72. Psychological barriers
 Plan and clarify ideas and opinions.
 Support decision making.
 Use feedback process.
 Develop trust and confidence.
 Explain the importance of message.
 Make it purposeful communication.
 Time your message carefully.
 Catch up with audience back ground.

73. Physical barriers
 Make suitable seating arrangement.
 Ensure audibility and visibility.
 Minimize aural and visual distraction.
 Provide environmental comfort.
 Proper posture and proper body.

74. Organizational barriers:
Make it a two way process
Provide network to permit direct access
from top to bottom and vice-versa.
Dissemination of information through
several channels.
Establish feed back system
Use informal channel of communication
Provide information to the concerned
person

75. Interpersonal barriers
Explain the importance of msg.
Attitude of the sender and receiver
Create a climate of trust and confidence
Time your message carefully that is : what,
when, how, why to say.
Attentive listening with full concentration.

76. Communication Road blocks
A primary reason for lack of effective
communication is that without realizing it
ppl typically inject communication barriers
in to their communication known as road
blocks.

77. Following are such road blocks
Difference in perspective.
Difference in knowledge level.
Lack of common language
Tendency to stereotype and jump to
conclusions
Self centeredness
Plain laziness

78. End