SKYLINE Business School is one the top business school in Delhi that prepares you for the competitive world. The school offers you various courses and training session about how to improve your business communication skills.

1. BUSINESS COMMUNICATION
Faculty- Meenakshi Aggarwal August 12, 2011

2.  No late coming
 Be dressed in formals
 If you have a query, talk to me
 All genuine doubts are welcome but no nuisance will be
tolerated
 English should be the only medium of communication

3.  First impression is the last impression
 Global and diverse work place requires excellent
communication skills
 One cannot go around with a sign board specifying
his/her educational or professional qualification
 Forms a relationship and understanding between
colleagues

4. • What is communication?
• Ways to communicate
• Types of communication
• Communication networks
• Communication process
• Barriers to communication
• Listening
• Do’s and don’ts

5.  COMMUNICATION IS THE ART OF TRANSMITTING
INFORMATION, IDEAS AND ATTITUDES FROM
ONE PERSON TO ANOTHER.
 IT IS THE PROCESS OF MEANINGFUL INTERACTION
AMONG HUMAN BEINGS.

6. PERSONAL PROCESS
OCCURS BETWEEN PEOPLE
INVOLVES CHANGE IN BEHAVIOUR
MEANS TO INFLUENCE OTHERS
EXPRESSION OF THOUGHTS AND
EMOTIONS THROUGH WORDS & ACTIONS
TOOL FOR CONTROLLING AND MOTIVATING PEOPLE
IT IS A SOCIAL AND EMOTIONAL PROCESS

7. MOST COMMON WAYS OF
COMMUNICATION
Spoken Word
Written Word
Visual Images
Body Language

8.  Downward Communication : Highly directive, from senior to
subordinates to-
◦ assign duties
◦ give instructions
◦ inform to offer feedback
◦ To highlight problems etc.

9.  Upward Communication : It is non directive in nature from
down below to the senior level to-
◦ give feedback
◦ inform about progress/problems
◦ seek approvals

10.  Lateral or Horizontal Communication: Among colleagues
and peers at same level for information sharing and
coordination, to save time.

11. Formal Network: Generally vertical or as per the
chain of command within the hierarchy.
Informal Network:Free to move in any direction and
may skip formal chain of command. Likely to satisfy
social and emotional needs.

12. Executive Director
Vice President
A.G.M.
Manager
Supervisor
Forman
Supervisor 3Supervisor 1 Supervisor 2
Manager
Horizontal Comm.

13. THE COMMUNICATION
PROCESS
SENDER
(encodes)
RECEIVER
(decodes)
Barrier
Barrier
Medium
Feedback/Response

14. BARRIERS TO
COMMUNICATION
• Noise
• Inappropriate medium
• Assumptions/Misconceptions
• Emotions
• Language differences
• Poor listening skills
• Distractions

15. Hearing Vs Listening
Hearing – Physical process,
natural, passive
Listening – Physical as well
as mental process, active,
learned process, a skill
You can pretend to hear, but not to listen. Try pretending
to listen in a class, the results will reveal the
consequences.

16. VALUE OF LISTENING
 Listening to others is an art
 Being a good listener reflects courtesy and manners
 Listening carefully to the superiors improves competence and
performance
 The result of poor listening skills could be disastrous
Good listening skills can eliminate a number of imaginary grievances of
employees
Good listening skills can improve social relations
Listening is neither passive nor negative

17. Always think ahead about what you are going to say
Use simple words and phrases understood by all
Speak loudly and clearly
Check with the listener whether you have been understood accurately or not
In case of an interruption, always do a little recap of what has already been said
Always pay undivided attention to the speaker while listening.
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp other’s point of view.
Repeat what the speaker has said to check whether you have understood accurately
ESSENTIALS OF COMMUNICATION
Dos

18. ESSENTIALS OF COMMUNICATION
DON’Ts
Do not instantly react and mutter something in anger
Do not use technical terms & terminologies not understood by the listener
Do not speak too fast or too slow
Do not speak in inaudible surroundings as you won’t be heard
Do not assume that every body understands you
While listening’ do not glance here and there as it might distract the
speaker
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood every thing

19. How to Improve Existing Level of
COMMUNICATION?
IMPROVE LANGUAGE.
IMPROVE PRONUNCIATION.
WORK ON VOICE MODULATION.
WORK ON BODY LANGUAGE.
READ MORE
LISTEN MORE

20. AVOID READING OR WATCHING OR LISTENING TO
UNWANTED LITERATURE, GOSSIP, MEDIA
PRESENTATION ETC.
PRACTICE MEDITATION
THINK AND SPEAK.
USE SIMPLE VOCABULARY.
DO NOT SPEAK ONLY TO IMPRESS SOMEONE.
LOOK PRESENTABLE AND CONFIDENT.

21. Improving Body Language -
Tips
• Keep appropriate distance
• Touch only when appropriate
• Take care of your appearance
• Be aware - people may give false cues
• Maintain eye contact
• Smile genuinely

22. …in the new global and diverse
workplace requires
excellent communication skills!
Success for YOU…

23. Questions