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Importance of Business Communication

Importance of Communication in the Business World

by Lisa Nielsen, Demand Media
Good communication skills are increasingly important in uncharted and complex competitive environments

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Business people without exception can cite instances where a project deadline was not met,
a customer complaint was not handled well or stockholders were not well informed about
the status of the business. While there are usually extenuating circumstances that caused
the glitch, almost always poor or inadequate communication was part of the problem. Good
business communication could have helped alleviate the situation.
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Good Business Communication

Good communication means the intended message you send is received by your audience
without any distortions in meaning. This definition applies to not only personal
communication among friends or relatives, but to business situations where you may be
communicating with a co-worker one-on-one or in a meeting with several or more people.
The key here is clarity.

Good Communicators Generally Do Good Work

Good business communication helps get the job done well, on time and on budget. The boss
or team member who can communicate objectives, reasoning and step-wise tasks in a
concise and coherent manner contributes more to a company's success than one who does
not. These communicators are highly valued in today's complex and competitive business
world, and are often earmarked for promotion and increased responsibility.

Related Reading: The Importance of the Grapevine in Internal Business Communications

Controlling Communications Flow

Today there are many more ways to communicate than there were just a few years ago and
access to communication devices is almost universal in most businesses. Communication is
also almost instantaneous. The ease with which you can use a laptop, cell phone or other
device to communicate with co-workers, clients and others has made doing business easier.
But, it can have drawbacks. To ensure your business is using modern communication
effectively make sure you have ways to archive information for later access. For example, a
salesperson needs to archive email messages from and to clients so that exact job specs are
readily available and jobs are handled properly.

Cross-Cultural Communication
In today's global economy, businesses cannot ignore the importance of cross-cultural
communication. Businesses are finding that it is in their best interest to learn about national,
cultural and ethnic groups they need to communicate with to grow their businesses.
Knowledge of language nuances and local customs are important to that growth as a
misstep can cause a lost sale or a delayed project.

Keep It Simple
Good business communication is simple and easily understood, a rule often overlooked by
managers and team members. This is especially important when preparing a document,
speech or presentation that is a game-changer for the company. Simple and concise
language wins over language that is obtuse and hard to understand.

http://smallbusiness.chron.com/importance-businesscommunication-organization-2876.html
The Importance of Business Communication in an Organization
by Joe Taylor Jr., Demand Media
Business communication defines most organizations, resulting in effective marketing
campaigns, productive interpersonal relationships among co-workers and successful
customer service resolutions. Because audiences demand different kinds of communications
in different situations and settings, effective business communication professionals
understand how to tailor messages for maximum results.

Function
Though most casual observers of corporate behavior focus on a companys external
marketing, business communication happens throughout every organization, using multiple
channels for many kinds of desired results. Asha Kaul of the Management Development
Institute in India writes that effective business communication includes a two-way cycle of
messaging and feedback designed to achieve a specific reaction. Efficient, appropriate,

thoughtful messages often correlate to successful companies staffed by engaged

professionals.

Features
The feedback cycles required for effective business communication can take different forms,
especially when aided by modern technology. In addition to speech and written text,
business professionals must understand how to communicate effectively via e-mail, text
message and even social media status update. New tools allow business professionals to
combine personal messages with automated responses, such as vacation auto-responder
messages, to help process large amounts of information. Many effective communicators find
ways to cut through the clutter of overflowing inboxes with handwritten notes or direct
phone calls.
Related Reading: Importance of Cross-Cultural Communication When Initiating New
Business Relationships

Considerations
Messages must take on the characteristics of the medium chosen for communication,
making it more challenging when team members speak, read and learn differently from each
other. For instance, a manager with a highly visual learning style may not respond as
intended to a dense report from an employee with strong writing skills. Likewise, a company
director accustomed to highly analytical spreadsheets may not appreciate the lack of
density inherent in a text message.

Misconceptions
Despite a cultural trend toward casual communication, studies indicate that spelling and
grammar still play major roles in how audiences evaluate business professionals. Critics of
millennials, workers born between 1977 and 1998, often advise younger professionals to
double-check their communication for tone, relevance and especially presentation. Older
decision-makers may refuse to conduct business with young representatives using
unprofessional communication.

Effects
In most organizations, effective communication offers the best opportunity to make an
outstanding first impression. Using powerful words, images and messages, business
professionals can craft strong internal partnerships while developing the foundation of a
solid client base. However, the second half of the feedback cycle can really cement
interpersonal relationships. By building a reputation as an engaged listener, a professional
can set up next actions that solidify her commitment to acting on requests or adjusting after
responses.

References (3)
About the Author
Joe Taylor Jr. manages sales for a Fortune 500 company and writes about finance, culture,
and design. He has worked as a journalist and producer since 1989. His work has appeared
on CNBC, CNN, and NPR, where Elvis Costello once taught him how to brew perfect tea. He
holds a Bachelor of Science from Ithaca College.

Photo Credits
Email LCD display image by Alex Yeung from Fotolia.com

https://blog.udemy.com/importance-of-communication-in-business/

The Importance of Communication in

Business
MAY 13, 2014 BY APRIL KLAZEMA

Imagine trying to run a business where no one of your staff communicates

with each other. Departments would be out of sync, no one would be quite
certain what was going on, and it would be impossible to work together on
group projects. In other words, a lack of communication would cause serious
efficiency problems, and at the end of the day thats money out of the
companys pockets. Taking the time to keep everyone in the loop fixes all these
issues, and for that reason its absolutely essential for every company to stress
communication.
In todays digital age, communication is easily done in several formats, but its
also important to retain the ability to verbally communicate as well. Check out
this blog on verbal communication skills in the workplace for tips, and
consider Udemys course in effective communication if you are
interested in becoming a better communicator both inside and outside of the
workplace. Regardless of the style of communication, there are numerous
reasons to put an emphasis on it at work.
Unity

A company that works to develop strong communication with each other is a

united company. Each team member shares the same goals in this case, and
everyone knows what their co-workers have on their plate. By simply keeping
in touch on a regular basis, everyone remains united and working together.
This instills a cooperative atmosphere rather than encouraging the idea of
having a bunch of individual people only looking out for themselves. All
companies have a vision for their success, and through communication, that

vision spreads to everyone. The result is a happier, healthier workplace where

things get done more efficiently and a bigger likelihood of retaining the top
talent.
Feedback

When communication is stressed, it creates an open environment where

everyone feels comfortable talking with each other. When that level of comfort
is present in a business, employees feel confident that they can express their
ideas about the work process to each other and even to management.
Feedback is a vital component of communication, and it works both ways.
Management give feedback to the employees in regards to how well theyre
faring at their duties, and employees feel safe giving feedback on how well the
companys policies and procedures are working. Communication is not
communication if it only comes from one direction.
Improves Customer Relationships

No business would succeed without customers, and every company exists to

serve them. Communicating with customers is every bit as important as
communication within the workplace. Thankfully, this is easier today that its
ever been, as there are a wide variety of ways to keep in touch with your
customer base. Consider this course onconnecting with your customer
base through blogging for one method, but no matter what method you use
to reach out to your customers, keeping constant communication going will
bring your company much closer with the ones that spend the money on your
products or services.
Furthermore, this type of communication also ensures your customers remain
happy with you, since they can share their needs with you and make
suggestions on what you can do to better serve them. When customers feel
they are listened to and that their suggestions are implemented accordingly,
the reputation of your business will grow and you will find yourself generating
additional profit, not to mention that you will have more and more customers
to communicate with.
It isnt just sales that customer communication helps, however.
Communication is perhaps even more essential when it comes to providing
excellent customer service, something that any successful company must do.
For any number of reasons, customers are not always happy with your

company even if you did everything you could, but as long as you are able to
communicate your concern for their satisfaction, you can turn any situation
into a positive experience. Customers that are displeased with a company do
not hesitate to share their bad experience with others. By communicating
clearly with them, you and ensuring your business always delivers the finest
customer service possible, and thats another critical component of building
customer relationships.
Improves Employee Relationships

No friendship is ever formed without a good level of communication. The

more a companys employees communicate with each other, the closer they
will become naturally over time. Bear in mind that much of communication
takes place without the need for words, so its important to master both verbal
and non-verbal communication, both in the written form as well as body
language.
Take this Udemy course on learning to read body language to better
understand what those around you are saying even when they arent speaking.
Regardless of the type of communication in question, as long as the employees
in a business are understanding each others motivations and on the same
page regarding the main goals, you will have a team that is happy to work
together. Enhanced levels of cooperation will exhibit itself in increased areas
of productivity throughout a company, and that will itself show up when
looking at your companys bottom line.
Enforcing Rules

Every business must have a code of policies and procedures that must be
followed in order for everyone to succeed. Maybe there is a specific process for
a task, for example, or maybe there are certain consequences for
underperforming. Either way, you want to make all this very clear to your
employees, and it isnt possible to do this without strong communication
skills.
This kind of communication requires more than simply writing out a company
manual and issuing it to each of the new hires on their first day. Any company
knows that rules are always needing to be altered as things change and evolve
over time, and its important to revisit how all of these changes affect your
employees regularly. Even if the general company guidelines never shift,

continually communicating expectations and policies is a good practice that

will never fail. The outline for your business must be followed at all times, and
without communicating about that outline, a company cant expect the
employees to stay within the lines on their own.
Enhanced Innovation

No matter how skilled and talented the people at the top of your company are,
you can never have too many ideas. By encouraging everyone at your business,
whether big or small, to openly share their thoughts without fear of being shut
down, you will quickly notice the employees that have the most to add. Your
best employees have ideas on how you can make your business run even
better, and its wise to give them a chance to speak. A business can become
more innovative overnight just by working together to be good
communicators, and thats bad news for your competition and good news for
your revenue.
Clearly, the benefits of communication in a business are plentiful, and in fact
its hard to imagine any kind of success at all without it. No matter what kind
of business you have, and whether its big or small, one of the single most
important determinants of success is communication. If you feel your business
does not have the quality of communication it should, dont wait another day
to address that issue. There is no need for your company to suffer from
something that can be so easily fixed with a little effort. Take this Udemy
course onimproving communication abilities, or one of the many other
communication courses at Udemy, and watch as the benefits roll in.
http://catalog.flatworldknowledge.com/bookhub/reader/15?e=mclean-ch01_s01

Business Communication for Success,

v. 1.0

by Scott McLean

1.1 Why Is It Important to Communicate Well?

LEARNING OBJECTIVES
1.

Recognize the importance of communication in gaining a better understanding of

yourself and others.

2.

Explain how communication skills help you solve problems, learn new things, and
build your career.

Communication is key to your successin relationships, in the workplace, as a citizen of your country,
and across your lifetime. Your ability to communicate comes from experience, and experience can be an
effective teacher, but this text and the related business communication course will offer you a wealth of
experiences gathered from professional speakers across their lifetimes. You can learn from the lessons
theyve learned and be a more effective communicator right out of the gate.
Business communication can be thought of as a problem solving activity in which individuals may address
the following questions:

What is the situation?

What are some possible communication strategies?

What is the best course of action?

What is the best way to design the chosen message?

What is the best way to deliver the message?

In this book, we will examine this problem solving process and help you learn to apply it in the kinds of
situations you are likely to encounter over the course of your career.

Communication Influences Your Thinking about Yourself and

Others
We all share a fundamental drive to communicate. Communication can be defined as the process of
understanding and sharing meaning.

[1]

You share meaning in what you say and how you say it, both in

oral and written forms. If you could not communicate, what would life be like? A series of never-ending
frustrations? Not being able to ask for what you need or even to understand the needs of others?

Being unable to communicate might even mean losing a part of yourself, for you communicate your selfconceptyour sense of self and awareness of who you arein many ways. Do you like to write? Do you
find it easy to make a phone call to a stranger or to speak to a room full of people? Perhaps someone told
you that you dont speak clearly or your grammar needs improvement. Does that make you more or less
likely to want to communicate? For some, it may be a positive challenge, while for others it may be
discouraging. But in all cases, your ability to communicate is central to your self-concept.
Take a look at your clothes. What are the brands you are wearing? What do you think they say about you?
Do you feel that certain styles of shoes, jewelry, tattoos, music, or even automobiles express who you are?
Part of your self-concept may be that you express yourself through texting, or through writing longer
documents like essays and research papers, or through the way you speak.
On the other side of the coin, your communications skills help you to understand othersnot just their
words, but also their tone of voice, their nonverbal gestures, or the format of their written documents
provide you with clues about who they are and what their values and priorities may be. Active listening
and reading are also part of being a successful communicator.

Communication Influences How You Learn

When you were an infant, you learned to talk over a period of many months. When you got older, you
didnt learn to ride a bike, drive a car, or even text a message on your cell phone in one brief moment. You
need to begin the process of improving your speaking and writing with the frame of mind that it will
require effort, persistence, and self-correction.
You learn to speak in public by first having conversations, then by answering questions and expressing
your opinions in class, and finally by preparing and delivering a stand-up speech. Similarly, you learn to
write by first learning to read, then by writing and learning to think critically. Your speaking and writing
are reflections of your thoughts, experience, and education. Part of that combination is your level of
experience listening to other speakers, reading documents and styles of writing, and studying formats
similar to what you aim to produce.

As you study business communication, you may receive suggestions for improvement and clarification
from speakers and writers more experienced than yourself. Take their suggestions as challenges to
improve; dont give up when your first speech or first draft does not communicate the message you
intend. Stick with it until you get it right. Your success in communicating is a skill that applies to almost
every field of work, and it makes a difference in your relationships with others.
Remember, luck is simply a combination of preparation and timing. You want to be prepared to
communicate well when given the opportunity. Each time you do a good job, your success will bring more
success.

Communication Represents You and Your Employer

You want to make a good first impression on your friends and family, instructors, and employer. They all
want you to convey a positive image, as it reflects on them. In your career, you will represent your
business or company in spoken and written form. Your professionalism and attention to detail will reflect
positively on you and set you up for success.
In both oral and written situations, you will benefit from having the ability to communicate clearly. These
are skills you will use for the rest of your life. Positive improvements in these skills will have a positive
impact on your relationships, your prospects for employment, and your ability to make a difference in the
world.

Communication Skills Are Desired by Business and Industry

Oral and written communication proficiencies are consistently ranked in the top ten desirable skills by
employer surveys year after year. In fact, high-powered business executives sometimes hire consultants to
coach them in sharpening their communication skills. According to the National Association of Colleges
and Employers,

[2]

the following are the top five personal qualities or skills potential employers seek:

1.

Communication skills (verbal and written)

2.

Strong work ethic

3.

Teamwork skills (works well with others, group communication)

4.

Initiative

5.

Analytical skills
Knowing this, you can see that one way for you to be successful and increase your promotion potential is
to increase your abilities to speak and write effectively.

Figure 1.1

Effective communication skills are assets that will get you there.

2010 Jupiterimages Corporation

In September 2004, the National Commission on Writing for Americas Families, Schools, and Colleges
published a study on 120 human resource directors titled Writing: A Ticket to WorkOr a Ticket
Out, A Survey of Business Leaders.

[3]

The study found that writing is both a marker of high-skill,

high-wage, professional work and a gatekeeper with clear equity implications, said Bob Kerrey,
president of New School University in New York and chair of the commission. People unable to express
themselves clearly in writing limit their opportunities for professional, salaried employment.

[4]

On the other end of the spectrum, it is estimated that over forty million Americans are illiterate, or unable
to functionally read or write. If you are reading this book, you may not be part of an at-risk group in need
of basic skill development, but you still may need additional training and practice as you raise your skill
level.
An individual with excellent communication skills is an asset to every organization. No matter what career
you plan to pursue, learning to express yourself professionally in speech and in writing will help you get
there.

K E Y TA K E AWAY
Communication forms a part of your self-concept, and it helps you understand yourself and others,
solve problems and learn new things, and build your career.

E X E RC I S E S
1.

Imagine that you have been hired to make cold calls to ask people whether
they are familiar with a new restaurant that has just opened in your neighborhood.
Write a script for the phone call. Ask a classmate to copresent as you deliver the
script orally in class, as if you were making a phone call to the classmate. Discuss
your experience with the rest of the class.

2.

Imagine you have been assigned the task of creating a job description. Identify a
job, locate at least two sample job descriptions, and create one. Please present the
job description to the class and note to what degree communication skills play a role
in the tasks or duties you have included.

PreviousNext

[1] Pearson, J., & Nelson, P. (2000). An introduction to human communication: understanding
and sharing (p. 6). Boston, MA: McGraw-Hill.
[2] National Association of Colleges and Employers. (2009). Frequently asked questions.
Retrieved fromhttp://www.naceweb.org/Press/Frequently_Asked_Questions.aspx?referal=
[3] National Commission on Writing for Americas Families, Schools, and Colleges. (2004,
September). Writing: A Ticket to WorkOr a Ticket Out, A Survey of Business Leaders.
Retrieved fromhttp://www.writingcommission.org/pr/writing_for_employ.html
[4] The College Board. (2004, September). Writing skills necessary for employment, says big
business: Writing can be a ticket to professional jobs, says blue-ribbon group. Retrieved
fromhttp://www.writingcommission.org/pr/writing_for_employ.html

http://smallbusiness.chron.com/importancecommunication-business-management-20923.html

The Importance of Communication in Business

Management
by Miranda Morley, Demand Media

A skilled business manager must be able to manage she must also be able to delegate,
spearhead new ideas and assess business successes and failures. However, to be able to do
any of this successfully, a business manager must be able to communicate. According to the
Psychologically Healthy Workplace Program, "Communication plays a key role in the success
of any workplace program or policy." Business managers who know how to communicate
successfully may improve the chance of success of the program/area that they're managing.
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Types of Communication
According to the Psychologically Healthy Workplace Program, two types of communication
are important for managers: top-down communication and bottom-up communication. In
other words, managers should be able to communicate policies, procedures and instructions
clearly to their employees; however, they should also be able to listen to communication
from employees and make changes based on issues that the employees face. Business
managers also need to be able to communicate in a number of different ways, including in
large groups, face to face, online and in writing.

Frequency of Communication

Managers not only need to be good communicators, they also need to communicate with
their employees frequently to stay abreast of changes and assess new programs and
policies. Business managers need to set up regular opportunities for communication through
online forum discussions, comment boxes, individual meetings with employees or group
discussions with specific committees. Further, the Management Skills Advisor website
suggests that managers have an "open door policy" by which they encourage employees
who need to communicate with them to do so often.
Related Reading: The Importance of Telephone Communication in Business

Audience for Communication

It's important that managers have a keen understanding of what subjects need to be
communicated to which people in an organization. Withholding information that's
appropriate for the entire organization to know may be detrimental to that organization's
success. For example, if a new policy affects shipping clerks but also affects the days on
which executive assistants can reach shipping clerks, these groups and those involved with
them need to know about the policy. In addition, even when the entire organization doesn't
need to know the information but knowing the information will help the organization be
successful, the manager should know when to communicate that information. For example,
if knowing about a recent award may motivate workers, the manager should share news
about this award.

Communication Traits
Communication traits of successful business managers include being able to listen to others'
ideas well and respond to them appropriately and clearly. Business managers should be able
to give concise directions and clearly articulate policies, consequences and expectations.
Managers need to understand both verbal and nonverbal communication and about the
messages that both send. Finally, business managers should be able to communicate well
during emergencies or in less-than-ideal situations; they must also know how to
communicate bad news, such as a firing, with tact

https://www.business.qld.gov.au/business/running/managing-businessrelationships/communicating-effectively-for-business

Communicating effectively for business

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In this guide:
1.
2.

Communicating effectively for business

Understanding communication

3.
4.
5.
6.
7.
8.

Verbal communication
Asking questions
Listening effectively
Non-verbal communication
Meeting new people and introducing yourself
Written communication for business

Print entire guide

Effective communication is a vital tool for any business owner. Your success at getting your
point across can be the difference between sealing a deal and missing out on a potential
opportunity.
You should be able to clearly explain company policies to customers and clients and answer
their questions about your products or services. It is crucial to communicate effectively in
negotiations to ensure you achieve your goals.
Communication is also important within the business. Effective communication can help to
foster a good working relationship between you and your staff, which can in turn improve morale
and efficiency.
This guide will explain the key aspects of both verbal and non-verbal communication, how to
listen to and understand others, and how to make the best possible first impression on the
people you encounter in and around your business.

Understanding communication
Print this page

In this guide:
1.
2.
3.
4.
5.
6.
7.
8.

Communicating effectively for business

Understanding communication
Verbal communication
Asking questions
Listening effectively
Non-verbal communication
Meeting new people and introducing yourself
Written communication for business

Print entire guide

Success in any conversation is likely to be achieved through both parties listening to and
understanding each other. Practice the following skills in any business situation where you
communicate with others.

Key communication skills

Useful communication skills for building positive interpersonal relationships include:

active listening

understanding non-verbal signals

maintaining eye contact

assertiveness

being mindful of people's individual space

using positive body language

dealing with different points of view.

Personal awareness skills that help with communication include:

understanding the benefits of a positive attitude

awareness of how others perceive you

self-confidence

presentation - dressing appropriately for different occasions.

It also helps to consider the circumstances surrounding your communications, such as the
situational and cultural context.

Verbal communication
Print this page

In this guide:
1.
2.
3.
4.
5.
6.
7.
8.

Communicating effectively for business

Understanding communication
Verbal communication
Asking questions
Listening effectively
Non-verbal communication
Meeting new people and introducing yourself
Written communication for business

Print entire guide

Verbal communication can bring great rewards to your organisation when carried out
successfully, but it can also be hazardous to your business when approached the wrong way.
The words you use are important, but equally important is the way you express them.

Using positive language

You are more likely to achieve positive outcomes when you use positive, rather than negative,
language.
Positive language is helpful and encouraging; it suggests alternatives and offers solutions to
problems. It is language that stresses positive actions and consequences.
For example, if you are negotiating with a supplier who is not willing to budge on price, your
language should convey the desire for a 'win-win' scenario (i.e. a situation that both parties can
be happy with). This is likely to make your supplier more willing to negotiate (perhaps on issues
other than price, such as delivery costs or payment terms), than if you also refuse to budge and
accuse them of being inflexible.

Using 'I' statements

'I' statements, rather than 'you' statements, often yield better results in verbal exchanges.
For example, 'I need more information to make a decision' sounds much better than, 'You need
to give me more information before I can make a decision'. The reason the 'I' statement sounds
better is that you are saying what you need rather telling someone what they should do.

Assertiveness versus aggression

Assertiveness (often through the use of 'I' statements) is stating what you plan to do. Instead of
coming across as hostile, you are making a statement about something you feel or perceive.
Aggression is completely different and is usually perceived as hostile or unfriendly behaviour. It
often uses the word 'you'. People can become unhappy when you tell them what to do. Even
when talking to employees it is wise to soften language when asking them to perform tasks, as
they are likely to respond better to requests than orders.
Consistent assertiveness shows others that you're confident and open to suggestion, but won't
be taken advantage of, leading to a mutually acceptable outcome.

Speaking style
Speaking style means the tone, pitch, accent, volume and pace of your voice.
The same sentence can be conveyed, and understood, in entirely different ways based on the
way in which it is said. People you speak to can be motivated by a positive speaking style, just
as they can be put off by a negative style.
You should always try to speak with a positive voice - avoid monotone responses, or talking too
quickly or slowly. Be as clear as possible, and try to engage the listener, as this is far more likely
to promote the response you are after than if they leave the conversation deflated.

Asking questions
Print this page

In this guide:
1.
2.
3.
4.
5.
6.
7.
8.

Communicating effectively for business

Understanding communication
Verbal communication
Asking questions
Listening effectively
Non-verbal communication
Meeting new people and introducing yourself
Written communication for business

The more you can find out about a person's needs, wants, interests and situation, the easier it is
to reach win-win outcomes. You learn more about people by asking them the right questions
and by taking the time to listen to their answers.
People also tend to respond well when they feel their opinion is being sought genuinely by
another person, particularly in a business situation where conversations can have important
consequences for both parties.

Types of questions
You can use the following types of questions in any business situation:

open questions - questions which require a person to elaborate or explain, helping to

build rapport and encouraging them to open up. Well-chosen open questions encourage
responses to questions you might not have thought to ask; for example, 'How has your
business changed in the last few years?'
closed questions - questions which require only a short, specific answer, such as 'yes'
or 'no', such as 'Are you happy with the proposal?' These are good for finding out facts,
limiting or guiding a discussion in a particular way and gathering specific information from
which you can generate an open question.
probing questions - more targeted questions designed to develop a more specific
understanding of the other party's view on a matter. For example: 'How could I change my
offer so that this proposal will be a win-win for both of us?'
confirmation questions - used when you need to be sure the other party understands
your message. 'What benefits do you think this proposal will bring to your organisation in the
next year?'
summary confirmation questions - used to clarify your understanding of the other
party's needs. For example: 'Could I summarise what you've just told me so I can check I've

understood you? You said that you want a computer system that will allow you and your staff
to complete their tasks in half the time, and training for all your staff on using this new
system?'

Using questions in a conversation

Generally, you will have most success when using a range of question types in a conversation.
Using open and closed questions together can help you guide a conversation and encourage
the other party to contribute.
Using only open questions can result in digression - a conversation straying off course. Using
only closed questions can make it too easy for the answering party to say just yes or no.
Because they only encourage a basic response, closed questions are not good rapport builders
or conversation starters. It is therefore important to use both types of questions for maximum
success and engagement.

Question styles to avoid

Some types of question do not lend themselves well to business situations. These include:

destructive questions - 'So you're saying it's my fault?'

leading or manipulative questions - 'You'll have that done by tomorrow, right?'
multiple questions at once - 'When will you want it? Or don't you want it? You can't get
it anywhere else can you?'

Asking these kinds of question does nothing for your credibility or your ability to negotiate
efficiently and effectively.

Listening effectively
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In this guide:
1.
2.
3.
4.
5.
6.
7.
8.

Communicating effectively for business

Understanding communication
Verbal communication
Asking questions
Listening effectively
Non-verbal communication
Meeting new people and introducing yourself
Written communication for business

Print entire guide

It's one thing to ask good questions - it's another to really take on board the answers. You can
often be distracted by your own thoughts, feelings and opinions and so tend to hear what you
want to hear or, more usually, what you expect to hear.
You're often thinking about your next move or what you should say next, or you're trying to
second guess where the other party might be leading you. To listen effectively you need to
suspend these internal thoughts and give your full attention to the speaker. Only then can you
really hear what they're saying.

Active listening
Active listening means paying attention to the speaker both to verbal and non-verbal cues. For
example, if you see them look down or appear uncomfortable in some way while saying 'That's
all I can tell you at the moment' you might deduce that they are withholding information.
This type of active listening alerts you to the opportunity for a well constructed open or probing
question, to gather the missing information. If you're not listening actively, it can be easy to miss
signs like these.

Paying attention
It is vital to make sure you don't let your attention wander. Important pieces of information can
be missed if you are not alert and engaged. This can lead to misunderstandings later on, or
possibly embarrassing situations where you appear to have forgotten something you have been
told.
One way to help you concentrate during a business conversation is to ask the speaker
questions. Not only will this help you to guide the conversation where you want it to go and at
the pace you want, it can also ensure your mind is focused on the subject at hand.

Confirm your understanding

Active listening should ultimately lead to a complete understanding of what another person has
said. You can do this by feeding back to them, in your own words, your understanding of what
they've said.
An easy way to do this is to clarify, paraphrase or summarise. Examples of summary question in
these cases include:

'So what you're saying is...?'

'So what you need from me is...?'

'So in summary what we've agreed is...?'

It's usually a good idea to check your understanding regularly during a conversation. You can
paraphrase or summarise:

when the other party has provided a large chunk of information

whenever something is unclear to you

when moving to a new topic or area for discussion

at the end of the discussion.

Clarification is also a useful tool when the other party seems to be asking for a lot of information.
If their questions are poorly structured, too broad or ambiguous, you might give away too much
information by answering them straight away. It's often a good idea to clarify a question before
you answer it.

Non-verbal communication
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In this guide:
1.
2.
3.
4.
5.
6.
7.
8.

Communicating effectively for business

Understanding communication
Verbal communication
Asking questions
Listening effectively
Non-verbal communication
Meeting new people and introducing yourself
Written communication for business

A huge part of the way we communicate occurs through non-verbal cues in conversations. This
includes your body language, the way you look at others during conversations and the facial
expressions you use.

Body language
Body language can back up the words you use and how you say those words, but can also
betray your true feelings if you are uncomfortable in a conversation.
There are 2 main aspects of body language to consider:

posture - how you sit or stand during a conversation is important. Your posture should
be open, with your body turned to face the other person whenever possible. Leaning forward
slightly can convey apparent interest in what they are saying, and that you are actively
listening to them

gestures - simple gestures such as nodding your head and opening your palms can
have a positive effect on a conversation. You can move your hands during conversation to
convey a sense of animation about a subject, though be careful not to overdo it. Maintaining
eye contact is very important.
Negative body language creates a negative impression and tends to impede progress.
Someone glancing at their watch, playing with their pen and doodling during negotiations will
come across as disinterested or uncooperative. This non-verbal communication creates the
impression of disinterest and may lead the negotiation to falter or break down.
Other negative body language you should avoid includes:

clenched fists

folded arms

rolling eyes

shrugs and shuffles

imitation of the other person's actions

finger pointing.
You can learn positive body language easily, by watching how other people conduct themselves
during conversations. Anything that seems positive is worth copying, while anything that repels
you in a conversation should be avoided.

Eye contact
Looking people in the eye when talking to them is a good way to let them know you are listening
to them and interested in what they have to say. Eye contact can also convey sincerity and
confidence, which is often important in business situations.
Not looking the other party in the eye can sometimes make you appear disinterested, nervous,
or even shifty. If someone begins to have negative views such as these in a business situation it
can sometimes be difficult to reverse them, so you should try to maintain eye contact and focus
on whoever you are talking with, whether they are a customer, client or employee.
Of course, it is important not to stare them out, accidentally or otherwise.

Facial expressions
Our faces are extremely expressive, and often give our emotions away before we have a
chance to say what we feel. It is important to try to keep your facial expressions positive during
a business conversation.

Smiling is very important - a simple, natural smile is known to help the other party relax during a
conversation. As explained above, keeping eye contact is also a key to success.
Avoid negative facial expressions, such as:

frowning or scowling

glaring

blankness

sneering

pouting.

Meeting new people and introducing yourself

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In this guide:
1.
2.
3.
4.
5.
6.
7.
8.

Communicating effectively for business

Understanding communication
Verbal communication
Asking questions
Listening effectively
Non-verbal communication
Meeting new people and introducing yourself
Written communication for business

Print entire guide

Your first impression can be the difference between starting a successful business relationship
or finishing with a one-off meeting. It is very easy to make a negative first impression on
someone, often without knowing youve done so. Its much harder to make a positive
impression, so you must put some effort into your introductions.

Making a good first impression

The way you introduce and present yourself provides people with a first impression of you. Most
people begin forming an opinion of you within 3 seconds and these judgements can be difficult
to modify.
When we introduce ourselves to someone, we're saying we're interested in establishing some
sort of ongoing rapport for mutual benefit. There are 3 parts to our introductions:

the handshake (often, but not always)

introducing yourself

moving into conversation.

Handshaking in Australia
You are more likely to be remembered by a person whose hand youve shaken. In traditional
Australian culture there are 4 main opportunities for handshaking:

when introduced to someone and when saying goodbye

when you run into someone you haven't seen in a long time

when you enter a meeting and are introduced to participants

when you reach agreement or commit to a deal.

These are the most commonly used features of handshaking in Australia:

stand

step or lean forward

make eye contact

smile

shake hands - firm but not hard

greet the other person and repeat their name.

Introducing yourself
Your introduction should tell people who you are and it should encourage people to be
interested in speaking to you. You need to sell yourself and feel confident while doing so
because this will put others at ease.
When introducing yourself, apart from your name you should consider including:

your role or title

your business, trade, or industry

a brief description of your business

a 'memory hook' (quick, ear-catching phrase that people are likely to remember)

a benefit statement of one particular product or service you offer.

The length of your introduction will depend on the circumstances of the introduction. It shouldn't
need to be long, and it's possible to combine certain elements, such as your business and your
benefit statement.

Always remember to speak clearly and smile, making eye contact with the person you're
speaking to. Using a bit of humour can put people at ease, but remember that certain types of
humour offend.

Cultural differences
If an introduction doesn't go according to plan, one reason may be cultural differences. Every
culture has its own way of meeting people in business situations for the first time.
Here are 3 examples of how the common business practices of other cultures contrast with
those used in Australia:

In Brazil, an initial handshake is considered very important. There is likely to be a great

deal of small talk before the meeting properly starts, and the tone set here can be very
important in the relationship development cycle.

In Russia, meetings are often very formal, structured and serious. Many Russian
negotiators believe that a formal meeting is a serious affair and should be treated
accordingly. Humour is rarely used in such serious situations.

In China, formal exchanges of business cards are performed at the beginning of a first
meeting. The respect you show the card equates with the respect you show the person.

Written communication for business

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In this guide:
1.
2.
3.
4.
5.
6.
7.
8.

Communicating effectively for business

Understanding communication
Verbal communication
Asking questions
Listening effectively
Non-verbal communication
Meeting new people and introducing yourself
Written communication for business

Print entire guide

Much of the business communication you engage in will involve letters and emails. Although
there is less need to think on your feet as with a conversation, writing well for business is no
less important if you want your business relationships to last.
Many of the skills required during conversation can also be applied to written communication,
such as the need to ask questions and use the right tone. You should be clear in what you're

asking or saying to another party, particularly if your written communication requires follow-up
actions.

Formal language in written communication

Using the correct level of formality in your written communication can be crucial. Factors to
consider include:

Your personal relationship with the recipient

If you have not met the recipient, or your meetings have been in only formal, business settings,
it is sensible to continue to remain formal in letters and emails. If you have already struck up a
rapport with the recipient you can be more informal, but make sure you keep the communication
focused on the business at hand.

The purpose of the communication

If you are, for example, following up a transaction to check that a client is happy with their
purchase, you should not need to be as formal as if you were making a complaint or
communicating with someone for the first time.
Note that in some situations emails can quickly move back and forth between parties. It is
important to gauge the tone of each email carefully. If the other party moves to a more informal
style while you remain rigidly formal, you may miss the opportunity to encourage a more
informal and cooperative relationship. Equally, being overly informal too soon can be seen as
disrespectful in some circumstances.

Rules of writing formally and informally

Some general rules for writing in each different tone include the following:

Formal writing avoids contractions such as 'you're' and 'won't'.

Informal writing can include more colloquialism and slang, such as 'loads of' in place of
'many'.

Formal writing is less likely to use abbreviations, preferring 'television' to 'TV' for
example.

Informal writing is more likely to use short, simple sentences, while more formal
communication prefers longer sentences and complex expressions.

It is safe to apply the rules of conversation to writing. Generally, you should probably be more
formal in written communication than you would be in a conversation.

Choosing to send a letter or email

Letters are becoming increasingly rare in the business world due to the speed and ease of email
communication. You should only send letters if there is a specific need to do so, such as the
recipient has indicated they do not like using email, or they do not have the means to
communicate electronically. Alternatively the situation may require a letter, but you may be able
to attach it to an email for fast receipt.
It is normal to use letter conventions such as 'Dear' and 'Yours sincerely' in emails, though the
latter is increasingly being substituted with 'Kind regards'.

Style and grammar

Make sure you check your writing and correct any spelling or grammar mistakes. This is
particularly important when writing emails. In an age of automated spelling and grammar
checkers it is more unforgiveable to make such mistakes.
If you are unclear on the spelling of any words there are many online dictionaries you can use.
Remember there can be differences between Australian spelling and spelling used in other
countries - you should make sure to use Australian spelling in all your written communication

Written communication for business

Print this page

In this guide:
1.
2.
3.
4.
5.
6.
7.
8.

Communicating effectively for business

Understanding communication
Verbal communication
Asking questions
Listening effectively
Non-verbal communication
Meeting new people and introducing yourself
Written communication for business

Print entire guide

Much of the business communication you engage in will involve letters and emails. Although
there is less need to think on your feet as with a conversation, writing well for business is no
less important if you want your business relationships to last.
Many of the skills required during conversation can also be applied to written communication,
such as the need to ask questions and use the right tone. You should be clear in what you're

asking or saying to another party, particularly if your written communication requires follow-up
actions.

Formal language in written communication

Using the correct level of formality in your written communication can be crucial. Factors to
consider include:

Your personal relationship with the recipient

If you have not met the recipient, or your meetings have been in only formal, business settings,
it is sensible to continue to remain formal in letters and emails. If you have already struck up a
rapport with the recipient you can be more informal, but make sure you keep the communication
focused on the business at hand.

The purpose of the communication

If you are, for example, following up a transaction to check that a client is happy with their
purchase, you should not need to be as formal as if you were making a complaint or
communicating with someone for the first time.
Note that in some situations emails can quickly move back and forth between parties. It is
important to gauge the tone of each email carefully. If the other party moves to a more informal
style while you remain rigidly formal, you may miss the opportunity to encourage a more
informal and cooperative relationship. Equally, being overly informal too soon can be seen as
disrespectful in some circumstances.

Rules of writing formally and informally

Some general rules for writing in each different tone include the following:

Formal writing avoids contractions such as 'you're' and 'won't'.

Informal writing can include more colloquialism and slang, such as 'loads of' in place of
'many'.

Formal writing is less likely to use abbreviations, preferring 'television' to 'TV' for
example.

Informal writing is more likely to use short, simple sentences, while more formal
communication prefers longer sentences and complex expressions.

It is safe to apply the rules of conversation to writing. Generally, you should probably be more
formal in written communication than you would be in a conversation.

Choosing to send a letter or email

Letters are becoming increasingly rare in the business world due to the speed and ease of email
communication. You should only send letters if there is a specific need to do so, such as the
recipient has indicated they do not like using email, or they do not have the means to
communicate electronically. Alternatively the situation may require a letter, but you may be able
to attach it to an email for fast receipt.
It is normal to use letter conventions such as 'Dear' and 'Yours sincerely' in emails, though the
latter is increasingly being substituted with 'Kind regards'.

Style and grammar

Make sure you check your writing and correct any spelling or grammar mistakes. This is
particularly important when writing emails. In an age of automated spelling and grammar
checkers it is more unforgiveable to make such mistakes.
If you are unclear on the spelling of any words there are many online dictionaries you can use.
Remember there can be differences between Australian spelling and spelling used in other
countries - you should make sure to use Australian spelling in all your written communication