1

UNDERSTANDING THE
FOUNDATIONS OF
BUSINESS COMMUNICATION
By Advance Saraswati Prakashan Pvt. Ltd
Sankhamul, 01-4780359
 Learning Objectives

After comprehensive studying of this chapter, learners will be able

to:
Achieving Success through Effective Business Communication
Communicating in Trams and Mastering Listening and Non-verbal Communication
Communicating Inter-culturally
Planning Business Messages
Writing Business Messages
Completing Business Messages

02/17/2025 2
Introduction to Communication

 Etymologically, the term ‘communication’ is derived from the Latin word ‘communis’
meaning ‘commonness’ and from another Latin term communicare or communico
meaning ‘to share or contribute something to and for others' welfare.’
 “Communication is an exchange of facts, ideas, opinions or emotions by two or
more persons.”
 George
Terry
 “Communication is the process of passing information and understanding from one
person to another, it is essentially a bridge of meaning between people. By using
the bridge of meaning a person can safely cross the river of misunderstanding.”
 Keith Davis
 Communication is also defined as the sum-total of all the things done to make
things understood in the mind of others.
Nature of Communications

 It is a two-way process
 It is dynamic and continuous process
 It is scientific and systematic process
 Meanings are in mind
 It is imperfect in nature
 It depends on context
 Human perception, filters and sensory limitations lead to miscommunication
 Communication is a social activity
 Life blood of business and organization
 It is a cyclic or spiraling process
 It is the process of encoding and decoding
 It is all pervasive but culture specific too
 It reflects language skills: Listening, speaking, reading and writing
 It depends on appropriate medium
 Communication is a play of language
 It determines the success of professional life
 Communication is a harmonious activity
 It is instinctive ability
 It is a creative activity

Historical Overview of Managerial Communication

1. Managerial Communication in Ancient Times

2. The Industrial Revolution and Scientific Management
3. The Administrative Approach
4. The Human Relations Approach
5. The Behavioral Approach
6. Empowerment
7. The Contingency Approach to Management Communication
What Makes Business Communication Effective?

Provide Practical Gives Facts Rather than

Information Vague Impression

Characteristics of Present Information in a

7 C’ Factors Effective Concise, Efficient
Communication Manner

Correct Grammar and Clarify Expectation and

Usages Responsibilities

Offer Compelling, Persuasive Argument and

Recommendations
Communicating in Today's Global Business World

a. Share Information
b. Communicating Goals and Objectives
c. Issue Order and Instruction
d. Counsel
e. Advice
f. Motivate Employees
g. Education and Important Training
Understanding the Unique Challenges of Business
Communication: Globalization

Why Business Communication is Unique?

Business communication is becoming more complicated, demanding and challenging
day by day. It is different from social communication of family relation and society
members. Due to globalization, business communication opportunities and challenges
are increasing. When local market saturates, soon business has to expand to different
parts of the globe. When companies become multinational employees work from
diverse cultural background and there is greater demand of effective communication.
The workforce diversity can be in terms of age, gender, regionalism, level of
education, disability, class and race.
Digital marketing makes it possible to globalize the product but managers need to be
effective in communication skills.
Due to cross-cultural situation, managers need to be aware about the following:
a. Competitive Insight
b. Customer Needs
c. Regulation and Guidelines
Contd…

Communicating as a Professional
It is important to understand professionalism as the quality of performing at a high
level and conducting oneself with standard, purpose and pride. As a manager one
should make contributions with finishing of jobs done.
Generally, professionalism traits relate to striving to excel, being dependable and
accountable, following international format, being a team player, demonstrating a
sense of etiquette, making ethical decisions and maintaining a positive outlook.
In communication we need to be professional in all four skills: listening, speaking,
reading and writing.
In short, to get respect as a professional, you need to:
 Be ethical
 Be positive
 Be respectful
 Be a team player
 Be the best
Contd…

Understanding What Employees Expect From You

Employers, at present, expect employees to be competent in communication skills.
Varieties of messages are required to write in different situations.

The skills that employers want in employees can help them advance their career with
promotion prospects.

The employees need to recognize the market need and polish their skills according to
the need and demand of the employment market. The information sources should be
judged and tallied ethically.

The digital media collection content are wide ranged and they need communicator’s
ability to filter, judge and utilize the appropriate ones.

Thus, whatever type of professional specialty you pursue, employers expect you to be
competent at a wide rage of communicating tasks
Contd…

Intrapersonal Communication

Interpersonal Communication
Communication in an
Organizational
Context
Group Communication

Organizational Communication
Contd…

Adopting an Audience-Centered Approach

In business, customers are considered as king or sometimes-even God. In order to persuade
customers as audience, we should understand the background of the audience: age, sex,
nationality, culture, education and disability. We should focus need, interest, desire and
expectation of the audience. The more we know about the background of the audience the
greater the chance of successful communication due to understanding of the audience.
Based on the different nature and features of the audience, they are categorized as Initial
Audience (job holder), Primary Audience (intended audience), Secondary Audience (subject
expert, supervisor) and External Audience (outside organization, affected by documents).
Related to the need of the audience, a memorable acronym goes as Analysis,
Understanding, Demographics, Interest, Environment, Needs, Customized and Expectation
(AUDIENCE). Thus, audience centered approach focuses in the message as:
 Adopting “You Attitude”
 Usability
 Persuasiveness
 Action
Exploring the Communication Process

The Basic Communication Model

Audience
Sender has an
Feedback Responds the
Idea
Messages

Sender Encodes Audience

Channel/
the Idea as Decodes the
Message Media Messages

Audience
Sender Transmits
Receives the
the Message
Messages
 Barriers in the Communication
Environment

Barriers in Communication
Environment

Environment Barriers Verbal Barriers Non-verbal Barriers

1. Noise and 1. Inadequate 1. Inappropriate or
Distraction Knowledge or Conflicting Signals
2. Filter Vocabulary 2. Differences in
3. Channel Breakdown 2. Differences in Perception
4. Competing Messages Interpretation 3. Inappropriate
3. Language Emotions
Differences
4. Inappropriate Use of
Vocabulary and
Expression
Inside the Mind of Your Audience

I. How Audience Receives Messages?

1. Consider Audience Expectation
2. Ensure Ease of Use
3. Emphasize Familiarity
4. Practice Empathy
5. Design for Compatibility

II. How Audience Decodes Message?

III. How Audience Responds to Message?
Mobile Technologies Changing Business Communication

Constant Connectivity Mobile Devices can

is a Mixed Blessing Serve as Sensory and
Cognitive Extensions
Mobile
Small Mobile Displays
Technologies
Present Challenges for
Changing Mobile Device Create a
Creating and
Business Host of Security
Consuming Content for
Communicati
the Readers
on

Mobile Users are Often Enhancing Productivity

Multitasking and Collaboration
Using Technology to Improve Business Communication

1. Keeping Technology in Perspective

2. Using Technological Tools Productivity
3. Reconnecting with People Frequently
4. Spend Time and Money on Technology Wisely
Committing to Ethical and Legal Communication

1. Plagiarizing
2. Selective Misquoting
3. Misrepresenting Number
4. Distorting Visual
Ensuring Legal Communication

Promotional
Contract
Communication

Employment Ensuring Legal Intellectual

Communication Communication Property

Financial
Reporting and Defamation
Transparency
Mastering Team Skills, Interpersonal and Non-Verbal
Communication

Communicating Effectively in Teams

Team Vs Group
A unit of two or more people who share a mission and the responsibility for working to
achieve a common goal refers to team.
Group is informal and generally for short period of time but team is rather permanent.
Types of Teams
1. Self Managed Team
2. Process Improvement Team
3. Cross Functional Team
4. Virtual Team
Advantages and Disadvantages of Working in Teams

Advantages
1. Increased Information and Knowledge
2. Increased Diversity of Views
3. Increase Acceptance of a Solution
4. Higher Performance Levels

Disadvantages
5. Group Think
6. Hidden Agenda
7. Free Riders
8. Cost
Characteristics of Effective Teams

 Clear objective
 Shared sense of purpose
 Bring valuable assets, knowledge and skills
 Strong collaboration
 Trust to each other working toward greater good
 Reach decisions by consciousness
 Creative thinking
 Willingness to exchange information
 Examine issues
 Small size, diverse make up
 Agreement on purpose
 Agreement on procedures
 Ability to confront conflict
 Use of good communication techniques
 Ability to collaborate rather than compete
 Shared leadership
Team Roles

1. Self Oriented Roles:

Members in team should work to fulfill personal needs through collaboration and
coordination. Sometimes, highly skilled and experienced people with difficult
personalities might not contribute.

2. Team Maintenance Roles:

Team maintenance rules and roles help everyone work well together. Different
members with their diverse background contribute their knowledge. They should
respect each other with face shaving. These roles help team to sustain for longer
duration. Division of roles and functioning in order to finish the task in the
stipulated time help to maintain team.

3. Task Oriented Roles:

According to the task of the team, the members are divided into different roles. As
per the task, the leadership can be rotated based on their expertise in different
fields. Until the task is completed members are assigned roles with titles, if
necessary.
Team Evolution

Orientation

Reinforcement Conflict
Team
Evolutio
n

Emergence Brainstorming
Measures to Resolve Conflict

1. Pro-action
2. Communication
3. Openness
4. Research
5. Flexibility
6. Fair Play
7. Alliance
Overcoming Resistance

Express Understanding

Bring Resistance Out in the

Open
Overcoming
Resistance Evaluate Others’ Objections
Fairly

Hold Your Arguments Until the

Other Person is Ready for
Them
 Collaborative Writing Guidelines

Select Collaborators
Carefully Establish Clear Processes

Agree on Project Goals Avoid Composing as a

Before Start Group
Collaborative Make Sure Tools and
Give Your Team Time to Writing Techniques are Ready and
Bond Before Diving It Guidelines Compatible Across the
Team

Clarify Individual Check to See How They

Responsibility are Going Along the Way
Making your Meeting More Productive

 Meeting refers to the discussion on the common agenda to reach in the decision,
solve problems, develop ideas and identify opportunities. for the common goal.
 Meeting involve oral communication and range from extreme formality to other.
Why conduct Meetings?
 To give information to a group of people of organizational decisions, policies and
procedures.
 To promote creativity and exchange ideas as people represent various department.
 To promote coordination between highly inter-dependent departments.
 To create better job performance by exposing people.
 To improve morale by involving people in decisions that affect their jobs
 To report on some activity or experience
 To put forward ideas for discussion
 To utilize the knowledge and experience of people throughout the organization
 To obtain assistance
Types of Meeting

1. Formal and Informal Meetings

Formal meetings are conducted mostly to endorse to the execution of
executive committee and direct them, to affirm to the government rules
and regulations, and to take major decisions in business but informal
meetings are conducted for maintaining smooth operation.
2. Agenda and Notice
Agenda refer to the list of topics or issues to be discussed in the
meetings.
Notice and agenda are usually combined in one document.
Preparing for Meeting

1. Identify Your Purpose

2. Select Participants for the Meeting
3. Choose the Venue, Time and Facility
4. Set the Agenda
 Techniques for Leading/Conducting Meetings

Encouraging Participation
Plan the Meeting From Those Who Talk Too
Little

Follow the Plan and Agreed

Control Time
Upon Rules Techniques for
Leading/Conducti
ng Meetings
Move the Discussion Along
Use Meeting Technologies
and Keep on Track

Control Those Who Talk Too Summarize at Appropriate

Much Place and Close Effectively
Techniques for Participating in Meeting

Follow the Participate

Agenda Activity

Techniques for
Do Not Talk Too
Much
Participating in Cooperate
Meeting

Use Meeting
Be Courteous
Techniques
Listening

 Listening is an internal, complex mental process.

 People quite often confuse in two terms and consider them same are: listening and
hearing.
 Listening is a process because it covers five stages and takes a period of time but
hearing is just an event.
 Listening is planned and scheduled but hearing is accidental.

Types of Listening
1. Content Listening
2. Critical Listening
3. Empathic Listening
4. Active Listening
Understanding the Listening Process

Interpreting/
Decoding
Hearing/
Sensing the Remembering
Sound

Understanding
Responding the Listening Evaluating
Process
Overcoming Barriers to Effective Listening

1. Stop Talking
2. Put the Talker at Ease
3. Show the Talker You Want to Listen
4. Remove Distraction
5. Empathize with the Talker
6. Be Patient
7. Hold Your Temper
8. Go Easy on Arguments and Criticism
9. Ask Question
[Link] Talking
Recognizing the Types of Nonverbal Communication

1. Sign Language

2. Body Language/Kinesics

3. Paralanguage/Vocal Characteristics

4. Space Language/Spatial/Proxemics

5. Surrounding Language

6. Time Language/Chronemics

7. Touch Language/Haptics

8. Silence
Using Non-verbal Communication Effectively

Eye Contact Show Interest

Using Non-
Considering
Proper Decoding verbal Cultures
Communication

Be Specific to
Consider Body
Vocal
Language
Characteristics

Read Appearance
Etiquette in Team Setting for Developing Business

Business Etiquette in Workplace

Etiquette refers to a set of standard rules and regulations expected in professionally
operated organizations. How to behave with colleagues and interact with them in
different situation is important. It is important to look professional and confident.
Personal appearance and professional skills are other important factors required in the
workplace. Remaining simple, smiling and paying attention to grooming and
cleanliness are all in all important. Following company rules, mouthwash, manicure
and moderately dressing are demanding in the business factors.
Business Etiquette in Social Setting
In business, conferences act situationally and ideas are taken from the conferences to
industrial management. We need to know the customs of the organization. People do
not prefer “dead fish handshake.’ Justifying assigned roles, complimenting colleagues,
dinning etiquette, respecting callers’ privacy, being careful in jokes and personal
questions, staying focused, prioritizing people around and answering promptly are
important. Culture of seniority and junior, attending meeting and employee
management relations should be considered.
Contd…

Business Etiquette Online

1. Avoid Personal Attack
2. Stay Focused on the Original Topic
3. Do Not Present Opinion as Facts
4. Follow Rules of Grammar
5. Virus Protection
6. Appropriate Time
7. Emotions and Language
8. Multitasking
9. Privacy
10. Selection
11. Meaningful Messages
12. Time and Space
Communicating Inter-Culturally

Understanding the Opportunities and Challenges of Intercultural

Communication
In managerial communication, it is important to understand that every attempt to
send and receive message is influenced by culture.

Communication in a diverse world is really challenging but when you have effective
intercultural communication skills, there are also opportunities in both the local and
global business and employment scenario.

1. The Opportunities in a Global Market Place

2. The Advantages of a Diverse Workforce

3. The Challenges of Intercultural Communication

Culture

 “Culture is defined as a historically transmitted system of symbols, meaning and

norms.”
 Collier
 “Culture is the system of knowledge that is shared by a large group of people.”
 Gudykunst
 ‘An ensemble of social experiences, thought structures, expectations, and practices
of action, which has the quality of a mental apparatus.”
 Clyne
 “Culture includes the religious s stems to which we are exposed, the educational
system, the economic system, the political system, the recreational outlets, the
mores governing dress and grooming, the standards of etiquette, the food and how it
is prepared and served, the gift-giving customs, the morals, the legal system, the
quality and quantity of communication among the people, the greeting practices, the
rituals performed, the modes of travel available, as well as the many other aspects of
people ‘s lives that they come to take for granted.”
 Geraldine
Developing Cultural Competency

1. Understanding the Concept of Culture

2. Overcoming Ethnocentrism, Xenophobia and Stereotyping
3. Measures to Avoid Ethnocentrism, Xenophobia and Stereotyping
Recognizing Cultural Variations in a Diverse World
(Eight Categories of Cultural Differences)

1. Contextual Difference
2. Legal and Ethical Difference
3. Social Differences
4. Nonverbal Differences
5. Age Differences
6. Gender Differences
7. Religious Differences
8. Ability Differences
Adapting to US Business Culture

Individualism Time and Schedules

Adapting to
Equality Business Religion
Culture

Privacy and Personal

Communication Style
Space
Identifying the Steps for Improving Intercultural
Communication Skills

Studying Other Studying Other

Cultures Languages

Steps for
Respecting
Improving
Preferences for Writing and
Communication
Intercultural Speaking Clearly
Styles Communication
Skills

Using Interpreters,
Translators, and
Listening Carefully
Translation
Software

Helping Other Adapt to Your Culture

APPLYING THE THREE STEP WRITING PROCESS

Step 1. Planning Business Message

It is said that ‘good planning is half done.’ For developing good plan, it is important to analyze situation. The
purpose should be clear enough. It is also necessary to develop audience profile so that message fulfills
need, interest and desire of the audience. In researching information the focus should be in quality
information. Also, without selecting the right medium it is difficult to meet the desired goal. Similarly, the
researched information must be well organized for the effective communication so that a clear outline can
be created and can guide writing business message stage.
Step 2. Writing Business Message
When there is a good plan then it makes easier to proceed for writing messages. In writing messages, writer
is required to be sensitive to audience’s needs, maintaining standards of etiquette, using biased free and
positive language, practicing honesty, objectivity, sincerity and projecting good image of the company are
important. Controlling style and tone by avoiding preaching and bragging, following plain English, selecting
appropriate words, crafting unified and coherent paragraphs and use of right technology and judgment are
important in writing business messages.
Step 3. Completing Business Message
Moving beyond the first draft is the stage of completing business message. The first draft is judged as
whether it is tight, clear and complete or not, and necessary corrections are undertaken. Evaluating content,
organization, style, tone, reviewing readability, maintaining paragraph length, adding headings and
subheadings, editing for clarity and conciseness, producing messages, adding visual aids, proofreading
messages, publishing and distributing are all very important to complete the three-step writing process.
Planning Business Messages

Analyzing Your Situation

i. Defining Your Purpose
Business messages will have General Purpose and Specific Purpose. The first one includes to
inform, to persuade and to collaborate. It defines overall approach and the second approach
relates to update. taking immediate action and identity. The four questions to test purpose
arc: Will anything change as a result of your message? Is your purpose realistic? Is the time
right? And, is your purpose acceptable to your organization?

ii. Developing an Audience Profile

It includes interest, what and how of the audience. Planning should be done based on type of
customer, partnership and level of understanding. To conduct audience analysis, the
following six aspects should be considered:
 Identifying primary audience,
 Determining audience size and geographical distribution,
 Determining audience composition,
 Gauge audience members’ level of understanding,
 Understanding audience expectations and forecasting probable audience reaction.
Gathering Information

i. Attributes of Quality Information

ii. Uncovering Audience Need
iii. Providing Required Information
iv. Be Sure the Information is Accurate
v. Be Sure the Information is Ethical
vi. Be Sure the Information Is Pertinent
Selecting the Right Medium

1. Oral Media
2. Written Media
3. Visual Media
4. Electronic Media
Factors to Consider When Choosing Media

Media Richness Message Formality

Factors to
Consider
Media Limitations When Sender Intention
Choosing
Media

Urgency and Cost Audience Preference

Organizing Your Information

i. Recognizing the Importance of Good Organization

ii. Defining Your Main Idea
 Brainstorming
 Journalistic Approach
 Question and Answer Claim
 Storyteller's Tour
 Mind Mapping
iii. Limiting Your Scope
iv. Choosing between Direct and Indirect Approaches
 Routine, Negative and Positive Messages
 Persuasive Messages
v. Outlining Your Content
 Start with the Main Idea
 State the Major Points
 Illustrate with Evidence
Adapting to Your Audience

1. Being Sensitive to Your Audience Needs

a. Using the “You” Attitude
b. Maintaining Standards of Etiquette
c. Emphasizing the Positive
d. Using Bias-free Languages

2. Building Strong Relationship with Your Audience

a. Establishing Your Credibility
b. Projecting Your Company’s Image

3. Controlling Your Style and Tone

a. Using a Conversational Tone
b. Using Plain English
c. Selecting Active or Passive Voice
Composing Your Message

Choosing Strong Words

1. Using functional and content Words Correctly
 Using functional and Content Words Correctly
 Functional Words
 Content Words
 Denotation and Connotation
 Abstraction and Concreteness

2. Finding Words that Communicate Well

 Choose Powerful Words
 Choose Familiar Words
 Avoid Cliches and Buzzwords
 Use Jargons Carefully
Creating Effective Sentences
1. Choosing from Four Types of Sentences
a. Simple Sentence
b. Compound Sentence
c. Complex Sentence
d. Compound-complex Sentence

2. Using Sentence Style to Emphasize Key Thoughts

a. Emphasizing Parts of a Sentence
Crafting Unified, Coherent Paragraphs
1. Elements of Paragraph
a. Simple Sentence
b. Support Sentence
c. Transitional Elements
d. Evidence
e. Concluding Remarks

2. Ways to Develop a Paragraph

a. Illustration
b. Comparison and Contrast
c. Cause and Effect
d. Narration
e. Description
f. Argumentation
g. Classification
h. Problem and Solution
Using Technology to Compose and Shape Your Message

Style Sheets and

Auto Completion
Templates

Using Technology
to compose and File Merge and Mail
Auto Correction
Shape Your Merge
Message

Endnotes,
Footnotes, Indexes
Wizards
and Tables of
Contents
Completing Business Messages
Revising Your Message-Evaluating the First Draft
1. Evaluating Your Content, Organization, Style and Tone
2. Reviewing for Readability
a. Varying Your Sentence Length
b. Keeping Your Paragraph Short
c. Using Lists and Bullets to Clarify and Emphasize
d. Adding Headings and Subheadings
3. Editing for Clarity and Conciseness
a. Break up Overly Long Sentence
b. Rewrite hedging sentences
c. Impose parallelism
d. Correct dangling modifiers
e. Reword long noun sequence
f. Replace camouflaged verbs
g. Clarify sentence structure
h. Clarify awkward references
i. Moderate your enthusiasm
j. Delete unnecessary words and phrases
k. Shorten long words and phrases
l. Eliminate redundancies
Producing Your Message

a. Adding Graphics, Sound, Video and Hypertext

b. Designing for Readability

c. White Space

d. Margins and Justification

e. Typefaces or Font

f. Type Styles

g. Using Technology to Produce Your Message

h. Formatting Formal Letters and Memos

Proofreading Your Message

Make Multiple Passes Use Perceptual Tricks

Double Check High Factors to Give Yourself Some

Priority Items Consider Distance
When
Choosing
Media
Be Vigilant Stay Focused

Review Complex
Electronic Documents Take Your Time
on Paper
Distributing Your Message

a. Cost:
According to the status of the client, it is always important to make a wise investment. While
sending business message, factor of costing appears to be important. Bulk messages
through cell phones can be minimized through email and video conferencing like Google
Meet, ZOOM and Microsoft Team.

b. Convenience:
How much work is involved for you and your audience must be considered. While delivering
the message, think audience’s convenience to get the message. If audience feels
comfortable to get message from cell phones and videoconferences, you should do that. As
per the nature of the message, you should choose the channel.

c. Time:
Communicator should consider how soon does the message need to reach the audience?
Don’t waste money on overnight delivery if the recipient won’t read the report for a week.
Thus, try to understand the urgency of message. Your audience may not want to read your
message in their hasty time. So, think the comfort of the audience.

d. Security and Privacy:

Cyber crimes, plagiarism, data leakage, misuse of information, alteration and security
problem have become great threat to the business messages. Valuable and confidential
messages must be secured from outsiders. The Microsoft Word can be secured to some
Any Question?

Contact Us for More Information

Sankhamul, Kathmandu
01-4750359, 9843262646
[Link]
advancesaraswatip@[Link]
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