Business communication complete note for graduate and postgraduate students of BBA /MBA

1. Non Verbal Communication
• The process of sending
and receiving messageswithout using words,
either spoken or written.
• Examples of non verbal communication
include be a smile, wink, or wave. All of
these communicate something without the
use of oral or written language. Even if you do
not say a word, your silence can communicate
in a non-verbal way.

2. • Argyle (1988) concluded there are five primary
functions of nonverbal bodily behavior in human
communication:[65]
• Express emotions
• Express interpersonal attitudes
• To accompany speech in managing the cues of
interaction between speakers and listeners
• Self-presentation of one's personality
• Rituals (greetings)

3. Types of non verbal com
• Body language or Kinesics
• Para language or voice
• Space Language
• Time language.

4. Nonverbal communication divided into
• Kinesics and Proxemics acts
• Kinesics: The study of nonverbal gestures,
facial expressions, eye contact, and body
posture
• Proxemics: The study of the use of space,
touch, and distance as features of nonverbal
communication.

5. Body language or Kinesics
• A type of nonverbal communication that relies
on body movements(such as gestures,
posture, and facial expressions) to convey
messages.
• Body language may be used consciously or
unconsciously. It may accompany
a verbal message or serve as a substitute
for speech.

6. Important features of Body Language
• Posture
• The way a person stands or sits is his posture. It is good
to adopt a flexible erect posture rather than a stiff or
slouching posture. An erect posture reveals confidence
and poise. Drooping shoulders, sagging in the seat, etc.,
reveal a feeling of depression and lack of interest.
• Head motion
• In oral communication, the movement of the head plays
an important role. No one is expected to keep on
shaking his head, but appropriate nods and shakes of
the head enhance the level of communication

7. • Eye Contact
• In an oral communication context, the speaker
and listener should not only face each other but
also maintain correct eye contact. If someone
avoids direct eye contact, he is suspected to be sly
or cunning.
• Gestures
• Gestures can be some of the most direct and
obvious body language signals. Waving, pointing,
and using the fingers to indicate numerical
amounts are all very common and easy to
understand gestures. Some gestures may
be cultural, however, so giving a thumbs-up or a
peace sign might have a completely different
meaning than it might in the United States.

8. Facial Expression
• Facial Expression
• Face is the index of the mind. We say, ‘she put on a
long face’ to mean that she was not in the best of her
moods. However much one tries, his hidden feeling of
anger, fear, confusion, uncertainty, enthusiasm and
joy will get revealed by the facial expression.
Sometimes, the words that you utter may be
contradicted by your facial expression. A teacher
might ask the student if he understood the idea, but
he should not wait for an answer. A lack-lustre
bewildered facial expression would reveal that the
student has not grasped anything.

9. Paralanguage
• Paralanguage refers to the non-verbal
elements of communication used to modify
meaning and convey emotion. Paralanguage
may be expressed consciously or
unconsciously, and it includes the
pitch, volume, and, in some cases, intonation
of speech. Sometimes the definition
is restricted to vocally-produced sounds. The
study is known as paralinguistics.

10. Paralinguistics
• Paralinguistics refers to vocal communication
that is separate from actual language.
This includes factors such as tone of voice,
loudness, inflection and pitch. Consider the
powerful effect that tone of voice can have on
the meaning of a sentence. When said in a
strong tone of voice, listeners might interpret
approval and enthusiasm. The same words
said in a hesitant tone of voice might convey
disapproval and a lack of interest.

11. • Examples of paralinguistic features include
pitch, rate, quality of voice and amplitude.
• People express meaning not just in what they
say but in the way they say it. The
paralinguistic features employed by a speaker
provide nuanced meaning, communicate
attitudes and convey emotion.

12. Proxemics or space language
• Proxemics is the study of the cultural,
behavioral, and sociological aspects of spatial
distances between individuals.[61] Every
person has a particular space that they keep
to themselves when communicating, like a
personal bubble. When used as a type of
nonverbal signal in communication, proxemics
helps to determine the space between
individuals while they interact.

13. types of proxemics
• there are four types of proxemics with
different distances depending on the situation
and people involved
1 Intimate distance is used for close encounters
like embracing, touching, or whispering. 0 to 18
inch
2 Personal distance is for interactions with close
friends and family members. 18 to 4 feet

14. types of proxemics
• 3. Social distance is for interactions among
acquaintances. It is mostly used in workplace
or school settings where there is no physical
contact. 4 feet to 12 feet
• 4 Public distance is for strangers or public
speaking.12 to 30 feet

15. Time language or Chronemics
• Chronemics is the study of the use of time
in nonverbal communication. The way that one
perceives and values time, structures time and
reacts to time frames communication.
Across cultures, time perception plays a large role
in the nonverbal communication process. Time
perceptions include punctuality, willingness to
wait and interactions. The use of time can affect
lifestyle, daily agendas, speed of speech,
movements and how long people are willing to
listen

16. :4

17. What is a paragraph?
• A paragraph is a collection of related sentences
dealing with a single topic. In a paragraph, you
will state one main idea and explain it.
Paragraphs are extremely important because they
help organize information in a way that is easy for
your reader to follow, thus bettering the flow of
your writing. To be as effective as possible, a
paragraph should contain each of the following:
Unity, A Topic Sentence, Supporting Sentences,
and a Conclusion.

18. • A paragraph is the basic unit of composition. It
consists of a group of related sentences that
develop one main idea. It has three main
parts; an introduction, a body of the
paragraph and a conclusion. In other words, it
has a
• topic sentence,
• a few supporting sentences,
• and a concluding sentence.

19. Components of paragraph
1: unity in a paragraph?
Unity: it means that you discuss only one main idea in a paragraph.
The main idea is stated in the topic sentence and then each
supporting sentence develops that idea.
It means that the entire paragraph should focus on one single idea.
It defines that all sentences in a paragraph should speak about one
single idea or one main subject. That is, the topic sentence, the
supporting details, and the concluding sentence should focus on
only one idea

20. Components of paragraph
• 2: coherence in a paragraph?
• Coherence in a paragraph is the technique of making words, phrases, and
sentences move smoothly and logically from one to the other.
• It establishing a relationship between the ideas presented in a paragraph. It means
that all the sentence in a paragraph should be inter linked .
• It help the reader to understand the paragraph easily
3: topic sentence . it tells the reader what the paragraph is
going to be about. It also helps you keep your writing
under control.
• It express the main idea of paragraph and the remaining sentences support it .
• Generally it found in benign or in the end of the paragraph in some case it could be
in middle of the paragraph

21. Components of paragraph
• 4: supporting sentences. The supporting
sentences develop the topic sentence. They
explain the topic sentence by giving reasons,
examples, facts, statistics, and quotations, among
other things
5:Concluding Sentence. A concluding sentence
is the last sentence in a paragraph. A conclusion
can remind the reader of the main points of a
paragraph and/or leave the reader with something
to think about in relation to the topic.

22. Some important steps to be consider
• Put only one main idea per paragraph.
• Aim for 3 to 5 or more sentences per paragraph.
• Include on each page about 2 handwritten or 3 typed
paragraphs.
• Make your paragraphs proportional to your paper.
• Since paragraphs do less work in short papers, have
short paragraphs for short papers and longer
paragraphs for longer papers.
• If you have a few very short paragraphs, think about
whether they are really parts of a larger paragraph–
and can be combined—or whether you can add details
to support each point and thus each into a more fully
developed paragraph

23. Types of paragraph
• 1. DESCRIPTIVE
• This paragraph describes something or
someone.
• E.g. :My mother is a very special woman. She
is beautiful . She is tall. She always takes care
of me . She helps me with my homework. She
cooks delicious food. She loves me and I love
her so much. My mother is the best mom in
the world

24. Types of paragraph
• INFORMATIVE
• This paragraph explains an idea and inform facts.
• E.g.
• MY COUNTRY “Afghanistan” My country is
“Afghanistan . It is located in Asia. It is small but
beautiful country. It has many touristic places you
can visit and have fun like, the mountains and the
cities . The climate is great. “Afghanistan is a
wonderful country

25. Types of paragraph
• PERSUASIVE paragraph
• This paragraph tries to convince the reader of
something.
• E.g:
• New Chocolate :The best Chocolate has arrived to
Kabul. It is delicious, it has milk, almonds and etc.
. It also has many vitamins that will help you grow
and make your teeth very strong. You can’t keep
living without trying this chocolate .Buy one
today !!!

26. Types of paragraph
• NARRATIVE paragraph
• This paragraph describes an event or tells a
story.
• Eg: My last vacation was very fun. First I went
to the beach with my cousins. We surfed and
swam in the ocean. Then went to my
grandparents farm and rode a horse. Next we
climb a big mountain. Finally we came back
home and rest . I had the best vacation ever.

27. Paragraph development techniques
• To build unity in paragraph it may be developed
by using certain devices .
• Popular devices to bring unity in paragraph are
following :
• Inductive method / technique
• Deductive method/ technique
• Chronological method/technique
• Special method/technique
• Linear method/technique

28. Paragraph development techniques
1: Inductive method / technique
• I n the inductive method supporting fact and
details are given one after another to find
sentence which contain the main idea .
2: Deductive method/ technique
• This method is revers to inductive method
,where writer develop the main idea from are
inter link and progress {not complete}

29. Paragraph development techniques
3; Chronological method/technique{not complete}
• In this method writer persuade with the description of
event as they occur in the method generally ?
4: Special method/technique
• In this method the writer describe in this way so that the
reader can visualize it with the reading
In method its necessary that their should be a
mental connection between the thought of writer
and reader , so that it may look real to the reader
5: Linear method/technique
• In this method one dimension narration or statements go on . It is simply
stating the incident as if being told in a story .

31. Communication through Technology
• Using technology in communication has become a
necessity, its now part of our lives. People
communicate through emails, faxes, Mobile phones,
texting services, video conferences, video chart-rooms
and social media channels. As time goes on, more
emerging technologies will change the way we
communicate and it will be up to us to embrace them
or not.
• technology in communication to a business: Today,
every business uses technology in its own way to reach
the media and targeted consumers. Also businesses
have embraced technology by easing communication
with in companies and among investors and suppliers

32. how has technology affected business
communication• Speed
• As technology has progressed, it has vastly accelerated the speed of
business communications. Instead of having to wait a week for a file
to be delivered by mail, information can be instantaneously
transferred via email or file sharing programs
• Accessibility
• Technology has greatly increased accessibility in business
communication. Because of things like smart phones, email, text
messaging and instant messaging, information can be sent very
quickly to anyone, anywhere. This has altered accessibility in a
multitude of ways.
• Global Partnerships
• Technology has made the world a lot smaller, especially in the
context of business. People from different cultures interact on a
frequent basis. Global partnerships have become much more
feasible as things like video conferencing have facilitated meetings
that cost much less to conduct than flying halfway across the world

33. how has technology affected business
communication• Market Access
• As technology partners with the Internet to connect people
from all walks of life, business communication with the
consumer has changed greatly. The advent of social
networking sites have allowed companies to target
demographics that are already interested in their products
and services with advertisements.
• Relational Dynamics
• The relational aspect of business communications has been
changed definitively by the evolution of technology. With
email, text messaging, social networking sites, and cell
phones becoming more and more popular, face to face
communication is become far less frequent. A side effect of
this change has been a decreased emphasis on personal
relationships with business contacts and clients by some
companies.

34. tools
• Email – This has become the main form of
communication for many businesses, as it is
relatively fast and very cheap and can be used
to forward and receive additional files
attached to each message.
• Social media – Social media has allowed
businesses to communicate on a much more
personal level with their customers.

35. tools
Internet•
• The Internet is a global system of interconnected
computer network that use the standard Internet
protocol suit(TCP/IP) to serve billions of users
worldwide.• Today’s communication is so much
dependent on internet. In business communication it
plays more important role. This technology facilitates
other medias like –
E-mailing
Instant Messaging
Tele conferencing
Video conferencing

36. tools
Voice-Mail
• • Voicemail (also known as voice-mail, VMS, or
message bank) is a centralized system of stored
telephone messages that can be retrieved later.
The term is also used more broadly to denote any
system of conveying a stored telecommunications
voice message, including using an answering
machine. Most cell phones have voicemail as a
basic feature, and many land line phones and
corporate PBXs have their own voicemail options.

37. tools
• Tele conferencing
• • A teleconference or teleseminar is the live exchange
and mass articulation of information among several
persons and machines remote from one another but
linked by a telecommunic Teleconferencing Equipment
• Computer with online connection
• Camera hooked up to computer• Software
• – CU-SeeMe
• – NetMeeting
• – Skype
• – Yahoo Messenger

38. tools
• Video Conferencing:
• Companies of all sizes and in every industry are quickly
adopting video conferencing as a way to stay connected,
increase productivity and cut costs in these difficult
economic times. As prices on conferencing equipment drop
and the technology becomes easier to use video
conferencing is gradually becoming an efficient way for
business to communicate with employees, customers and
sales prospects – it :
• Save time by not travelling to meetings
• Reduce your travel costs by working remotely
• Increase productivity through collaborative working
• Share presentations, data and media in an instant
• Use it in the office, on the move or at home
• Delivers a tangible return on investment

39. PowerPoint presentation
• The term "PowerPoint presentation" was coined when
Microsoft introduced its software program PowerPoint.
PowerPoint is commonly used by presenters as a digital
aid when presenting their topic to an audience.
Microsoft has called this type of software a
"presentation", which is a misnomer. Many presenters
often forget that they are the presentation that the
audience came to see, not their PowerPoint
presentation.
• PowerPoint is probably the most used (and
misused) presentation software program. Microsoft
estimates that over 30 million PowerPoint
presentations are given daily around the globe.

40. The Key to Creating an Effective
Presentation
• Determine the Purpose of the Presentation
• Determine the Presentation’s Audience
• Gather Your Information
• Sketch Out the Slides on Paper
• Determine the Order Of Your Slides
• Create the Presentation

41. Unit 2: business letter

42. Meaning of Business Correspondence
• Communication through exchange of letters is known
as correspondence.
• A Businessman writes and receives letters in his day
to-day transactions, which may be called business
correspondence.
• We communicate our feelings, thoughts etc. to our
friends and relatives through letters that may be called
personal correspondence
• business letters may be defined as a media or means
through which views are expressed and ideas or
information is communicated in writing in the process
of business activities

43. Importance of Business
Correspondence
1.Help in Maintaining Proper Relationship
• Now-a-days business activities are not confined to any one area or
locality. The businessmen as well as customers are scattered
throughout the country. Thus, there is a need to maintain proper
relationship among them by using appropriate means of
communication
2. Inexpensive and Convenient Mode
• Though there are other modes of communication like telephone,
telex, fax, etc. but business information can be provided and
obtained economically and conveniently through letters.
4. Serves as Evidence
We cannot expect a trader to memorize all facts and figures in a
conversation that normally takes place among businessmen.
Through letters, he can keep a record of all facts. Thus, letters can
serve as evidence in case of dispute between two parties.

44. Importance of B-C
3. Create and Maintain Goodwill
• Sometimes business letters are written to create and
enhance goodwill. Businessmen at times send letters to
enquire about complaints and suggestions of their
customers. They also send letters to inform the customers
about the availability of a new product, clearance sale etc.
All this results in cordial relations with the customers, which
enhances the goodwill of the business.
5. Help in Expansion of Business
• Business requires information regarding competing
products, prevailing prices, promotion, market activities,
etc. If the trader has to run from place to place to get
information, he will end up doing nothing. It will simply
result in loss of time. But through business letters, he can
make all enquiries about the products and the markets. He
can also receive orders from different countries and, thus
enhance sales.

45. Essential Qualities of a Good Business
Letter
• We may classify the qualities of a good business
letter as:
a. Inner Qualities;
• The inner qualities of a good business letter refer
to the quality of language, its presentation, etc .
b. Outer Qualities
• The outer qualities of a good business letter
refers to the
appearance of the letter

46. the various inner qualities of a
good business letter.
• Simplicity - Simple and easy language should be
used for writing business letters.
• - Clarity- The language should be clear, so that the
receive will understand the
• Relevance - The letter should contain only
essential and relevant information.
• Courtesy - Courtesy wins the heart of the reader.
In business letters, courtesy can be
shown/expressed by using words like please,
thank you, etc.

47. the various inner qualities of a
good business letter.
• You- attitude : is a style of writing that places the writer in the
reader’s position, allowing a clear view of the situation from the
reader’s perspective. The writer then communicates in a manner
sensitive to the reader’s needs.
• Accuracy - The statements written in the letter should be accurate
to, the best of the sender’s knowledge. Accuracy demands that
there are no errors in the usage of language - in grammar, spellings,
punctuations etc.
• Completeness - A complete letter is one that provides all necessary
information to the users. For example, while sending an order we
should mention the desirable features of the goods, i.e., their
quality, shape, colour, design, quantity, etc.
• Neatness- A neat letter is always impressive. A letter either
handwritten or typed, should be neat and attractive in appearance.

48. Outer Qualities
OF B-C
• The outer qualities of a good business letter
refers to the appearance of the letter
Includes :
• Quality of paper
• Color of the Paper
• Size of the paper
• Folding of letter
• Envelope

49. Parts of a Business Letter

55. Kinds/TYPES of Business Letter
Enquiry Letter
• The letter written to sellers to know the details of the
goods which they want to buy, like quality, quantity, price,
mode of delivery and payment
• GUIDELINES FOR ENQUIRY LETTER
1:Indicate the nature of enquiry at the beginning.
2:State reasons for the enquiry.
3:Clearly state what information you are seeking.
4: Close with a statement which would elicit quick
response.

56. Inquiry letter sample
• Major UK Company
123 Made Up Road
Derby
D11 1AA
• Date: 6th January 2011
• Dear Sir / Madam
• I am writing to you to inquire about a vacancy in your company's London office for an IT Project
Manager. I have been told of this opening by a Mr Richard Brown who is currently employed by
your company.
• If the position exists then I am very interested in it as I feel it is a perfect fit for my skills and
abilities. I am currently working for a leading multinational company, where I have been
successful in controlling cost and budgets, improving staff performance and completing projects
to time.
• I look forward to discussing my relevant work experience and academic qualifications with you
and also explaining how I contribute to your company's continued growth and success.
• Please feel free to contact me if you require clarification or any further information. I thank you
for your time and I look forward to hearing form you.
Yours sincerely,
• Mark Thompson
128 Somewhere Road
Birmingham
B18 6NF

57. Kinds/TYPES of Business Letter
Quotation Letter
A quotation letter is sentin reply toan enquiryletter. It shouldcontain point by
point detailed information.
After receiving the letter of enquiry from a prospective buyer, the sellers
supply the relevant information by writing a letter that is called
quotation letter
GUIDELINES FOR QUOTATION LETTER
1:Mention the letter number and date of enquiry letter to which reply is
made.
2: Give detailed information in points.
3: Mention the terms and conditioned involved.
4: Keep in mind that the letter will be examined from several points of
view: quality, price, promptness in reply, etc.

58. E-mail
• E-mail
• An e-mail is a communication sent from one
computer to another, usually via a network. It
is the least formal method of written
communication within a company.

59. E-mail sample

60. Kinds/TYPES of Business Letter
4. Complaint/claim Letter
A complaint letter is written when the purchaser does not find the
goods up to his satisfaction. It is normally written by the
purchaser when he receives wrong, defective or damaged goods
or receives incorrect quantity of goods
GUIDELINES FOR CLAIM LETTER
1: Explain clearly what has gone wrong.
2: Give sufficient data if necessary.
3: Motivate prompt action.
4: Specify clearly what adjustment you would consider fair.
5: Address the letter to a senior officer of the organization

61. Complaint/claim letter sample
• [Your Address]
[Your City, State, Zip Code]
• [Date]
• [Name of Contact Person]
[Title]
[Company Name]
[Street Address]
[City, State, Zip Code]
• Dear Manager
• RE: COMPLAINT ABOUT FAULTY TELEVISION CABINET PURCHASED AT CABINET WORLD ON 15
DECEMBER 2012
• I am unhappy with the quality of a television cabinet I bought at 5 Street on 15 December and I am
writing to seek a replacement.
• The cabinet doors do not open and shut properly and the stain on the cabinet is uneven, with one
half darker than the other. The cabinet was delivered on 30 December and I noticed this problem as
soon as I unpacked it from the box.
• I have attached a photocopy of my receipt as proof of purchase.
• I would like to have this problem fixed quickly please. If I do not hear from you within 10 days, I will
lodge a formal complaint with Consumer Affairs in my state.
• You can contact me on 1234 5678 during working hours or after hours on 123 456 789 to discuss
this matter further.
• Yours sincerely,
• Jane Brown

62. Kinds/TYPES of Business Letter
Job Application it is written to apply for a job position, admission in
college etc.
• GUIDELINES FOR JOB APPLICATION LETTER
1: Personal details.
2: Educational details.
3: Training its nature and duration.
4: Experience – organization in which you worked, nature of duties and
duration.
5: Other accomplishments – prizes and awards won, research paper and
books published.
6: References.

63. 49 Broome Avenue
Nottingham
NG2 3PJ
Tel: 011 24567890
2 June 2013
Mr ---------------
Human Relations Manager
Temple Street
London
SE1 4LL
Dear Mr ____________
APPLICATION FOR THE POST OF MANAGER (MARKETING)
I am interested in applying for this post as advertised in the ‘The Times of India dated 12
March 2013.
I have graduated from Sharda University with a degree in Business Management. I am
keen to join a progressive company such as yours (name of the company). My full
particulars are mentioned in my enclosed Curriculum Vitae.
I shall be grateful if you could kindly consider my application/candidature to.
I look forward to hearing from you soon.
Yours sincerely
niaz sahil
enc

64. Kinds/TYPES of Business Letter
• Sales Letter
Sales Letter , in simple words, is an advertisement to sell
products or services.
The main aim of sales letter is to advertise your product in
front of the customers or clients . The sales letter explains
the good features of the service you are providing.
GUIDELINES FOR SALES LETTER
•
1: Get attention from attractive opening.
2: Arouse interest in the product.
3: Present reader benefit information.
4: Close with a clincher sentence.
5: Mention about enclosures if added.

65. Kinds/TYPES of Business Letter
• ADJUSTMENT LETTER
Adjustment letter is a reply to a claim letter. It should not be
sent in a moment of excitement or anger. Take sometime to
restore to one’s usual self before writing such letter.
• GUIDELINES FOR ADJUSTMENT LETTER
1: Convey good news first.
• 2: Explain why things went wrong.
3: Give additional information for the same product.
4: Send new sales material about other product in which the
customer might be interested.
5: Close the letter, emphasizing the action to be taken by
customer.
6: Address the letter to the claimant by name.

66. Kinds/TYPES of Business Letter
Order Letter
• Letters written by a buyer to the seller giving
the order to purchase the goods is called
order letter.
5.Recovery Letter
• The letter written by the seller for collection
of money for the goods supplied to the buyer