BC 1

Business
Communication
Definition
• Communication is any behavior, verbal or
nonverbal, that is perceived by another.
Knowledge, feelings or thoughts are
enclosed and sent from at least one
person and received and decoded by
another. Meaning is given to this message
as the receiver interprets the message. A
connection is made between the people
communicating.
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Forms of Communication:
Each of the channels of communication
requires effective skills suited to the form
of communication used to send the
message. Communication is classified into
three forms:
1. Verbal communication, either spoken or
written
2. Nonverbal
3. Graphic.
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Terms and Ideas
• Communication Purposes
• Communication Process
• Communication Context
• Genres of Communication
• Communication Barriers
• Communication Ethics
Purposes for Business
Communication
• Provide factual information
• Inform readers about or provide information
• Clarify and condense information
• State precise responsibilities
• Persuade and make recommendations
Usage of Business
Communication Channels
• Listening 45%
• Reading 16%
• Speaking 30%
• Writing 9%
The Communication Process
• Sender has an idea

• Sender encodes the idea
• Sender transmits the message
• Receiver gets the message
• Receiver decodes the message
• Receiver sends feedback
Kinneavy’s Triangle
Communication Context
• Purpose
• Audience
• Medium
• Genre/Conventions
• Technologies
Types of Communication
• Nonverbal
– Less structured, harder to classify
– More spontaneous, less control
• Verbal
– More structured, easier to study
– Conscious purpose, more control
• Written Communication
• Oral Communication
• Mixed Communication
• Internal Communication
• External Communication
Written Communication
• Letters
• Memos
• Email
• Reports/White Papers
• Web sites
• Promotional Materials
• Other written documents
Oral Communication
• Meetings
• Conference calls
• Phone calls
• Presentations
• Video or audio recordings
• Other forms of oral communication
Mixed Communication
• Web sites
• PowerPoint presentations (spoken and
written communication)
• Performance reviews
Internal Communication
• Official structure
– Formal chain of command
– Up, down, across formal power lines
• The grapevine
– Informal networking
– Unofficial lines of power
External Communication
• Formal contacts
– Marketing
– Public relations
• Informal contacts
– Employees
– Managers
Types of communication
A person working in an organization uses
four different types of communication.
1. Intrapersonal communication
2. Interpersonal communication
3. Public communication
4. Mass communication
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The communication process takes place
in various situations for different reasons,
with the potential for many interpretations.
It has seven main elements:
1. Sender
2. Message
3. Receiver
4. Feedback
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5. Channel
6. Context or setting
7. Noise or interference
• Perception influences communication .

It is the way people understand or give
meaning to their environment.
Causes of communication barriers
Effective communication often passes

unnoticed, while poor commuication is
obvious.
The compete message and its meaning are
distorted and interrupted.
◦ Inappropriate choice of word

◦ Inappropriate channel
◦ Receiver inattention
◦ Lack of courtesy by the sender or the
receiver
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◦ Nonverbal communication that does not
support the words
◦ Different cultural backgrounds
◦ Poor layout and presentation
◦ Inappropriate timing
◦ İnadequate feedback
These barriers interrupt the flow of

communication and lead to confusion and
misunderstandings.
Communication within the workplace
For business decisions to be effective and

relevant, timely and appropriate
information has to be obtained and
communicated throughout the
organization.
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• The successful organization is the one that
has effective communication both within
the organization and with other companies
and clients.
• In fact, information flow is crucial to any

organization and the better the flow the
more successful the company or
organization.
• Being an effective communicator means
being honest with yourself and others; it
meanshaving the ability to say what you
want or feel, but not at the expense of
others. It is not about getting your own
way and winning every time. Nor is it a
means to manipulate and manage other
people so that you achieve your aim while
appearing to be considering others. An
effective communicatior avoids a series of
quick-fix tricks or techniques.
Communication is one of the most
important skills in the workplace.
Effective communication establishes a
connection between two or more people
and leads to understanding. It allows
individuals to be more effective at work
and in their relationship with others.
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• As well as allowing individuals to interact
to satisfy their own needs and to develop
their personal, social and work
relationships, effective communication
also enables leaders and managers to
control work procedures motivate others
and balance the needs and goals of
individuals and the organization.
Nonverbal communication
Consists of that part of a message that is

not encoded in words.
The nonverbal part of the message tends to
be less conscious and reveals the
sender’s feelings, likings and preferences
more spontaneously and honestly than the
verbal part.
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There are four types of nonverbal
messages:
◦ Personal (to the individual)

◦ Common to a group of people or culture
◦ Universal (to humankind)
◦ Unrelated to the message (random)
Analysing nonverbal communication
People communicate nonverbally with the

body movement and with personal
relationship behaviors.
This nonverbal communication modifies,

changes or complements the verbal
communication.
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Nonverbal communication always exists in a
context, or framework. The context often
determines the meaning of the nonverbal
behavior.
We can classify nonverbal communication
into seven main areas:
1. Body movement or kinesics

2. Physical characteristics
3. Touching behavior
4. Vocal qualities, or paralanguage
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5. Use of space, or proximity
6. Artefacts (e.g. Parfume, clothes,
lipstick, glasses and hairpieces project
the style or mood of the wearer.)
7. Environment
Writing Business Letters
• At work we write letters for many different
reasons to initiate a business contact, to
reply to someone, to give directions, to
make requests. Some are written to
persuade a potential customer to buy
something, or to encourage a customer to
pay an overdue account.
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• The four main types of business letters
are;
1.Good news letters
2.Bad news letters
3.Neutral letters
4.Persuasive letters
• Layout of a business letter: The layout of the letter
provides the frame for the body of your letter.
Essential Parts Optional Parts

Writer’s name and address Subject line
Date Attention line
Inside (intended reader’s ) Reference initials
address
Greeting Enclosure
Body of the letter File number
Complimentary close Sender’s telephone
extensions
Writer’s signature and job Sender’s e-mail or website
title or designation details
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• Types of layout
1. Full block layout
2. Full block layout with centered
letterhead
3. Modified block layout
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• Planning the business letter
1. Decide on the purpose of the letter
2. Decide what you want to say
3. Note down all the ideas in point form
4. Order these ideas into a sequence
appropriate to the type of letter
5. Write the first draft, using plain English
6. Read the letter to ensure that you have
achieved your purpose
7. Rewrite if necessary
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• Writing good news or neutral letters:
Direct order of information
1. An inquiry
2. A request
3. An acknowledgement
4. A letter of introduction to someone
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• Writing bad news letters: Indirect order of
information
1. An order refusal
2. A credit refusal
3. An adjustment refusal
4. Refusing an invitation or request
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• Persuasive letters: to collect someting
(money, cooperation etc.)
1. The remainder
2. The strong remainder
3. Inquiry
4. Urgency
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BC 1

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Business

• Sender has an idea

• Perception influences communication .

Effective communication often passes

◦ Inappropriate choice of word

These barriers interrupt the flow of

For business decisions to be effective and

• In fact, information flow is crucial to any

Consists of that part of a message that is

◦ Personal (to the individual)

People communicate nonverbally with the

This nonverbal communication modifies,

1. Body movement or kinesics

Essential Parts Optional Parts

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