BUSINESS COMMUNICATION

Communication derived from the word COMMUNIS which means COMMON

CLASSIFICATION

1. FORMAL AND INFORMAL

FORMAL – concern to organizational activities.
INFORMAL- not concern with organization.

2. ORAL, WRITTEN & NON VERBAL

ORAL- through spoken words

WRITTEN- using paper and pen.
NON VERBAL- not using language, it includes body language, gestures and
postures.

3. VERTICAL, HORIZONTAL, CONSENSUS, GRAPEVINE

VERTICAL- up and down.
HORIZONTAL – same level
CONSENSUS- all agree/ disagree
GRAPEVINE – communication which spreads in any direction, basically
rumors.

7 C’S OF COMMUNICATION

1. CANDID – frank, open (speak what you know)

2. CLEAR – there should be balance of thoughts and expression
a. COMPLETE – message should be complete and convenient to the
receiver
3. CONCISE – the information should be compressed in such a way that all
necessary points will be covered.
4. CORRECT – convey authentic/genuine information
5. CONCRETE – the message should be backed by facts and figures to make it
reliable
6. COURTEOUS- politeness/softness of language/behavior. behave officially in
workplace

SHORT – to cut and remove some contents

CONCISE – to compress without removing the content
 BARRIERS TO COMMUNICATION
1. LANGUAGE BARRIER – due to different types of languages used by people

a. VOCABULARY – words from individual dictionary

b. SEMANTICS - words having meaning more than one

2. CULTURAL BARRIER
3. EMOTIONAL BARRIER –SAD, MAD,GLAD, SCARED
4. HEARING WHAT WE EXPECT
5. STATUS CONSCIOUSNESS
6. COMMUNICATION OVERLOAD

HOW TO OVERCOME BARRIERS

1. EMPATHY- to feel from others point of view

2. LISTENING(1:4) – (hearing + understanding)
TYPES OF LISTENING
a. MANAGERIAL- listening ¼ of message & ¾ elsewhere (other than topic)
b. EVALUATIVE - listening ¼ of message & ¾ time in evaluating it
c. PROJECTIVE- totally focused till the whole time and after that
evaluating
3. READING SKILLS
a. SACCADE – flight of vision from one word to another
b. FIXATION(RAM) – focusing on a particular word, it forces
reader to read

4. OBSERVATION – (seeing + understanding + concentrating)

Observation of color code, full form etc.
MLQ – MANAGER LIKE QUALITIES

5. CONSTRAIN YOUR EMOTIONS (control on SAD, MAD, GLAD,

SCARED so that the message can be effectively transmitted)
 INTERVIEWS
WHEN INTERVIEWS ARE CONDUCTED

AT THE TIME OF-------------

1. SELECTION – when selection for the job is made

2. EXIT – when a person retires, dies, voluntary retires or forced to
leave.
3. GRIEVANCE – any kind of problem from employees side
COMPLAINT – from employer’s side

4. APPRAISAL – a periodic evaluation of the performance of the

Employee

5. DISCIPLINARY – based on behavior of employees

6. STRESS – the interviewer wants to check you under stress
Ju

SELECTION INTERVIEWS

1. primary and secondary – knowledge skills are not tested.

2. oral and written

PRE INTERVIEW CORE STAGE POST INTERVIEW

1. DOCUMENTS 1. PUNCTUALITY 1. INTITUTION
2. DRESS 2.APPEARANCE 2. FOLLOW UP
3. COMPANY INFO 3. WAITING HALL 3.EVALUATION
4. MOCK SESSION 4. INTERVIEW HANDLING
5. SWOT OF SELF 5. LEAVING THE PLACE

(Carry soft copy of documents, keep mailing your documents)

(keep some copies of CV etc)

COMPANY INFORMATION – collect some information about the company u are

going. Search through internet.
MOCK SESSION – devil’s advocate approach.

SWOT OF SELF – keep Ur strength and weaknesses in mind. study what are the
opportunities and what r the threats in Ur preferred area.

PUNCTUALITY – Be there in desirable rate or time.

APPEARANCE – How you carry yourself in those things. Ex- dress etc
WAITING HALL – Evaluate things in the waiting hall. If the no. of candidates is
less go and talk to them so that u can realize the actual situation.
INTERVIEW HANDLING – Handle the interview with full confidence.
LEAVING THE PLACE – leave the place with confidence and smiling face even if
the interview was not so good.

MEETINGS

TASK DAY ACTION

1. Notice of meeting -10 chairman / adminis

2. Submission of drafts -8 participants
3. Agenda agreed -7 chairman / adminis
4. D-day 0 All
5. 1st minutes draft to chairman +2 Administrations
6. Approved minutes +4 Chairman

Agenda – All the points to be discussed at the meeting.

Animal characters in an organization

THE BULLDOG

• AGGRESSIVE/INFLEXIBLE
• ALWAYS LOOKING FOR A FIGHT
• LIABLE TO ATTACK WITHOUT WARNING
• GIVE HIM A BONE TO CHEW(keep them busy in constructive work)
• SEPARATE WHAT HE SAYS FROM THE WAY HE SAYS IT.
• KEEP COOL

THE HORSE
• KEEN BUT BORING, GOES BY BOOK NOT PRACTICAL
• INTELLIGENT BUT COULD PLOD FOR EVER
 • LEAD THEM TO WATER(encourage them)
• GIVE THEM JOB TO DO
• HARNESS THEIR REMARKS BY SUMMARIZING AND RESTATING

THE FOX
• CRAFTY, UNDERMINE THE MEETING
• WHISPERS A LOT
• A POTENTIAL HIJACKER
• FORCE THEM TO MAKE THEIR CONSPIRATIVE VIEW PUBLIC
• LOOK FOR THE HIDDEN AGENDA
• SET THE BULLDOG ON THEM

THE MONKEY
• KNOW IT ALL, THE POINT OF ORDER EXPERT
• CHATTERS A LOT
• GIVE THEM SOMETHING DIFFICULT TO DO

THE HEDGEHOG
• PRICKEY, WHINES AND WHINGES
• TICKLE THEIR BELLIES
• RESPECT THEIR EXPERTISE
• DESIRE EVERYONE ELSE: PROBABLY HAVING BEEN SQASHED
ONCE OR TWICE
• SCEPTICAL, UNHELPFUL.
• DEFENSIVE: TENDENCY TO CARL UP IN A BALL
• ASK THEM TO HELP
• GIVE THEM STATUS BY GIVING RESPONSIBILITY
• BOWL OF WARM MILK

THE GAZELLE
• TIMID AND RETIRING, MAY BE YOUNG, LIABLE TO RUN AWAY
• A SILENT WARRIER
• UNWILLING TO STAND THEIR GROUND
• ASK DIRECT QUESTION THAT THEY CAN ANSWER
• ENCOURAGE AND PRAISE THEM

THE FROG
• BLABBERMOUTH, LEAPS IN UNTHINKING
• READ IT, READ IT
• ILL INFORMED
• PUT HIS FOOT IN IT,THE FOX’S VICTIM
• KEEP THEM TO THE POINT
• APPEAL THE CLOCK
 • IGNORE GAFFES
• ASK THEM TO DO THE MINUTES

THE HIPPO
• WALLOWS
• HALF ASLEEP MOST OF THE TIMES
• LIKE MUD, NOTHING ELSE
• WILL AGREE TO ANYTHING
• LIKELY TO SAY,”WHY ME”
• TRY TO HEAVE THEM OUT
• PICK ON THEM SUDDENLY
• CHALLENGE THEM

THE GIRAFFE
• EASILY DISTRACTED
• DREAMS IN THE TREE TOP
• RATHER SENSITIVE
• WILL DO ANYTHING NOT TO FALL OVER
• ENCOURAGE THEM TO COME DOWN TO EARTH
• SHOW RESPECT
• DON’T TRIP THEM

MINUTES
“summary of meeting, do not apply your own opinion.

MINUTES OF MEETING HELD ON________________________

A meeting of CRS of PGBDM 1 semester was held on date

Venue ____________
Time starting time
Chaired by_________
Member’s present_________
Member’s absent__________
Leave of absence given to(approved leave)

The main issues discussed were :-----

Issue # 01 – library enrichment

(It was discussed-------------)
Action – librarian
10 Oct 07
Issue # 02 _________________________
The meeting ended at---------with thanks to the chairman
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BUSINESS LETTERS
ADVANTAGES

1. PERMANENT RECORD
2. LEGAL DOCUMENT
3. WIDE ACCESS

LIMITATIONS

1. TIME CONSUMING
2. COSTLY
3. QUICK CLARIFICATION IS NOT POSSIBLE

EFFECTIVE BUSINESS LETTERS

READERS FRAMEWORK OF INTEREST
• 7 C’S
• You minded approach ( the receiver should not feel bad)
• Persuasion (tact of convincing the receiver to impress him/her)
• Simplicity(use simple words so that it can be easily understandable)

PERSONAL ELEMENT
• Spacing (between words and sentences)
• Position on sheet
• Type script (anything you submit with your signature)
• Consistent margins
• Digestible sections
a. Sub titles
b. Number and indentations(all symbols/signs that u use for
differentiation)
DO NOT USE SUPERSCRIPTS 2nd, 3rd etc.
 LAYOUT
PHYSICAL STRUCTURE
1. Stationary
• Paper
• Size
• Color

2. Letter head
3. Typing
4. Folding