BUSINESS COMMUNICATION

3RD YEAR IE
Courses 1+2

BUSINESS COMMUNICATION
I. The communication model
II. Types of business communication
III. Successful business communication
IV. Non-verbal communication

I. The communication model

The purpose of communication is to

transmit information from one person or
group to another.

Communication involves two parties:

The sender
The receiver

The process of communication

involves the following stages:
1.The sender selecting a communication
method to use (e.g. oral or written form);
2.The sender transmitting information;
3.The recipient of the communication receiving
the information being communicated;
4.The recipient giving feedback to the sender
that the communication has been received.

II. Types of business communication

A. Internal vs. external communication
B. Formal vs. informal communication
C. Oral/Spoken vs. written communication

A. Internal vs. External Communication

Internal communication (within the business

-intranet);

External communication (between the

business and another organization internet
and extranet);

B. Formal vs. Informal Communication

Formal communication oral or written:

presentations, meetings, negotiations,
speeches, formal letters;

Informal communication mostly oral

(grapevine)

C. Oral vs. Written Communication

Oral Communication
most appropriate for transmitting simple, lowvolume information quickly;
face-to-face conversations, phone calls,
meetings, presentations, interviews;
AGM Annual General Meeting

Written Communication
most appropriate for transmitting highvolume or technical information;

e-mails, memos, letters, reports, proposals,

newsletter, agenda, minutes;

Formal letters

application / cover letter

letter of complaint
letter of enquiry the seller sends product details;
quotation if the buyer is interested in the product,
a quotation may be asked for;
order indicates the number of items ordered/ their
description, catalogue number and price/ when and
where they are to be delivered.

advice note the supplier / the seller may

forward an advice note separately from the
goods to tell the buyer they have been
despatched;
delivery note is sent when the supplier
delivers the goods;
consignment note may be sent if an
independent
carrier
delivers
them
(INCOTERMS DAF, Ex-Works, FOB, etc.)

invoice contains details of the goods

their description, quantity, price and total
cost;
statement of account if the buyer is a
regular customer, the seller will send at a
later date a statement of account showing
the goods sent and payments received in the
period.

III. Successful Business Communication

A. Barriers to successful communication
B. The importance of successful communication
C. Visual communication

A. Barriers to successful communication

The sender could use:
inaccurate technical terms or specialist vocabulary;
summaries that miss out important information;
an inappropriate level of language: jargon or overcomplex terms;
over-long sentences or poor sentence structure.

An example of over-complicated
language
If there are any of these points about which
you need explanation or further particulars
we shall be pleased to furnish these
additional details as may be requested by
telephone.
(in other words: If you have any questions,
please ring)

The message could be sent:

over a long chain of command, which leads
to it being transmitted through too many
people and levels;
containing far more information than is
needed;
between a sender and a recipient who are
quite different: in background or culture.

The receiver could:

have poor listening or reading skills;
interpret the message in a way that was not
intended;
be in an unsuitable state / mood.

B. The importance of successful communication

Good communication will help to:

explain its mission;
build a good reputation;
increase sales;
motivate staff;
improve the quality of product information.

Poor communication has effects on:

Customers
Suppliers
Local community
Employees
Lenders

C. Visual Communication

Tables
Graphs
Charts
Logo
Design
Advertisements

IV. Non-verbal Communication (NVC)

NVC includes
Gestures
Body posture
Facial expressions

Forms of NVC

HAPTICS refers to the study of touching behavior;

VOCALICS refers to the study of voice
characteristics and changes;
PROXEMICS refers to the study of human kinds
perception and use of space (how close we stand to
each other);
OCCULESICS refers to the study of eye
movement;

KINESICS refers to all bodily movements

except for those which involve the touching
of another person (posture, movement
styles, gestures);
CHRONEMICS refers to the study of
peoples attitude to time (being punctual);
OLFACTICS refers to the study of smell
and its impact on human behavior.

How are body language signals classified in

business contexts?

According to John Mole, there are two basic groups of

body language postures in business:
A.OPEN/CLOSED indicates whether people are
rejecting or accepting messages;
B.FORWARD/BACK indicates whether people are
actively or passively reacting to communication.

EYE-CONTACT
looking

right (generally) - creating,

fabricating, guessing, lying, storytelling
looking left - recalling, remembering,
retrieving 'facts'
looking right and up - visual imagining,
fabrication, lying
direct eye contact (when speaking) honesty - or faked honesty

EYE-CONTACT
direct

eye contact (when listening ) attentiveness, interest, attraction

widening
rubbing

eyes - interest, appeal, invitation

eye or eyes - disbelief, upset, or

tiredness

HEAD/ARMS
head

nodding agreement
slow head nodding - attentive listening
fast head nodding - hurry up, impatience
crossed arms - possibly defensive
crossed arms + crossed legs - probably
defensive
removing spectacles - alerting wish to
speak

HANDSHAKING

It can be soft, firm, brief,

long, or even painful;
Aggressive people have firm
handshakes;
People with low self esteem
have a limp handshake;
Politicians shake your hand
with their other hand
covering the shake or
holding your elbow.

???

FUNNY THINGS

In Arab culture the left hand is commonly considered unclean due to

associations with toilet functions, and should therefore not be offered
or used for touching or eating;
The American - style 'OK' sign - a circle made with thumb and indexfinger with other fingers fanned or outstretched - is a rude gesture in
some cultures, notably the Middle East;
In Japan, business cards should be exchanged at the first possible
opportunity. The card received should be held in both hands and
examined carefully, and then stored, preferably in a wallet, on the
upper half of the body. Holding a person's identity in one hand is
casual/disrespectful. The trouser pocket is a rude place.
In some countries, for example Greece, Turkey, shaking the head
sideways may mean yes, and nodding the head may mean no.