Business Communication summary keywords

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Business Communication book summary

Good communication is the basis of successful relationships, both personal and professional.
We have understood business communication and its importance as per the view of Peter Ferdinand Drucker who was a management consultant, educator, and author.
In today’s competitive world, communication skills in business are the most desired quality of an educated person.
There are 7 C’s of effective communication which are relevant to both written as well as oral communication. These are: Completeness, Conciseness, Consideration, Clarity, Concreteness, Courtesy and Correctness.
The roadblocks to communication denote anything that interferes in the communication process as a consequence of which the message may not be received by the receiver as was intended by the sender. The barriers may also be defined as obstructions or blockades or hurdles, stoppages and bottlenecks in effective system of communication.
Verbal communication relates to the form of communication in which message is transmitted verbally; communication is done by word of mouth and a piece of writing.
Oral communication means spoken communication or communication through speech. A person learns to speak much before writing.
It is difficult to decide which one is a more important form of communication: written or oral.
A written message may be published or hand written.
In written communication, message can be transmitted via email, letter, report, memo, etc.
Non-verbal communication aids receiver in interpreting the message received.
Organisational structure influences communication patterns within an organisation.
Communications flow in three directions – downward, upward, and horizontally.
Downward communication consists of policies, rules, and procedures that flow from top administration to lower levels.
Upward communication consists of the flow of performance reports, grievances, and other information from lower to higher levels.
Horizontal communication is essentially coordinative and occurs between departments or divisions on the same level.
External communication flows between employees inside the organisation and a variety of stakeholders outside the organisation.
In a business organization, the manager is involved in a variety of written communication such as replies to clients, recording agreements, enquires, memos, preparing reports to initiate action, proposals for contracts, etc.
Business writing is one of the simplest forms of writing. It’s a system that combines clear and direct language with practical, no-frills conventions for formatting and organization.
Audience analysis is central to the success of any message: to capture and hold an attention and to motivate readers and listeners, you must shape your message to fulfil the audience’s goals, interests, and needs.
Positive messages are often the easiest to write because the audience is required to be fairly receptive of the presented information, thus they tend to follow the direct pattern by stating the idea at the very beginning following with the explanation.
Negative messages are generally difficult to write because the audience is being told exactly what they don’t want to hear.
One of the primary responsibilities of writing for an organization is to avoid language that may land you in the court.
Online and offline, effective business writing is an important aspect of any workplace, for business owners and employees.
The style of your writing refers to how you express yourself rather than what you say. Formatting refers to the way you enter paragraph and line breaks, indents, spaces, typefaces and punctuation marks.
The objective of business writing is to convey information to someone else or to request information from them.
To be effective writing for business, you must be complete, concise, and accurate. Your text should be written in such a way that the reader will be able to easily understand what you are telling or asking them.
A lot of writing for business is sloppy, poorly written, disorganized, littered with jargon, and incomplete.
Persuasion is the process of changing or reinforcing attitudes, beliefs or behaviour of a person. People respond to persuasive messages in two ways: thoughtfully and mindlessly.
Successful businesses rely on persuasive messages in both internal and external communication. Whether you’re convincing your boss to open a new office in Europe or encouraging potential customers to try your products, you’ll use many of the same techniques of persuasion the attempt to change an audience’s attitudes, beliefs, or actions.
From one point of view, every letter you write will be selling something. For example, requests sell your responsibility and credibility. Even letters conveying information may be said to “sell” a business relationship based on trust and fair play.
When you are deliberately using a letter to sell a product or a service, or when the sole purpose of the letter is to promote future business, your message requires a special strategy.
Voice quality, style, word choice and adaptation are four basic elements of good oral communication.
There is great need for learning oral communication skills because as a manager, one has to be engaged in various tasks like meetings, discussions, negotiations, seminars, presentations, interviews, peer conversation, telephonic conversation.
Moreover, oral communication is important for scholars, professional, etc., and it is a marketing tool too.
In business transactions, learning oral communication skills is required.
For effective oral presentation, it should be divided into three parts: (1) introduction, (2) main body, (3) conclusion.
Ideas should be presented in a proper sequence. This will help your audience follow your ideas whether you are giving an informative speech, an analytical speech or a persuasive speech.
The step by step process for preparing for a successful oral presentation: [a] Know the expectations (type and purpose of presentation). [b.] Know the environment and audience [c] Know the time allotted for talk [d] Collect material [e] Develop a theme [f] Identify and arrange issues (prepare introduction, body and conclusion) [g] Preparing visual aids [h] Rehearse your presentation [i] Preparing for questions
The modern tools of communication need to be effective, keeping in view the needs, educational level, technologies level and financial levels of the targeted receiver.
Whether it is a small start-up business or a worldwide enterprise, fostering effective communication is critical to success. E-mail is widely used as a form of business communication and overall it is a highly effective communication tool.
E-mail is inexpensive, only requiring an Internet connection that is generally already present in the business. Technology has altered modern life in many ways, especially in the workplace. The invention of computers, the miniaturisation of electronics and the development of wireless communication have all altered the business world. Business communication, in particular, has seen some of the greatest advancements due to technological developments.
Surveys are one of the most time-efficient methods of collecting information from respondents. People generally respond to surveys.
Interviews are particularly valuable because they allow you to ask follow-up questions of interviewees when you need clarification about a particular response.
Lastly discussed are focus groups, useful if you want to gather a lot of information from a group of stakeholders during a short period of time.
In business, as in life, etiquette is a self-rewarding trait of appropriate conduct. The first impression of any individual is created by external appearance. Even products are thoughtfully packed for instant appeal. It is imperative that we take utmost care of our appearance; of which our clothes and grooming are an integral part.
The word “etiquette” means conventional rules of social behaviour or professional conduct.
Outward appearance is the window of your personality to the world.
In business, and social settings making the “right” eye contact is utmost essential and never involves staring at someone or having a fixed gaze.
Equally crucial is body language, which can make or break a deal. How you carry yourself when engaged in conversation is often as important as what you say. Body language is nonverbal, but it communicates volumes about you nonetheless.
Facial expressions are crucial in your repertoire of body language.
Also, a proper handshake is required to show courtesy to other businessmen. A good handshake not only makes you look more professional, but it could influence a significant business decision, such as whether you strike a big deal or get a new job.
When you give someone your business card, you’re introducing yourself on paper. A business card is a representation of who you are so be sure that the card is in pristine condition before you hand it over.
The basic etiquette rule is to present your business card in the best manner in which you would present yourself.
Some essential skills enable people to perform tasks required by their occupation and other activities of daily life like punctuality, prioritizing work, staying positive, etc.
One should evolve one’s own signature style.
Today time is thus utilized to the fullest and business is not limited to closed rooms, it is all encompassing, the concept of power brunches, lunches and dinners is an accepted way of doing business.
Effective communication in organizations is always embedded with the ethical aspects of communication. With growing complexity in businesses, it has become imperative for organizations to have a sound value system and to try to instil a reasonable level of ethics in the employees.
Ethical issues related to business communication are one such issue. Understanding the ethics of communication helps us to communicate effectively.
Ethics is often a communication issue. Your employees and co-workers learn about your ethics and values by observing your actions.
Modelling ethical behaviour is an important managerial tool.
Your family and peers influence your personal ethics. Other factors that influence your culture, philosophy, local, state, and federal laws, and even your religious perspective.
Managers need to be aware of these influences, especially are monitoring their ethics in written and spoken messages, in cross-cultural communication, and in advertising.
While communicating, a few legal issues are to be kept in mind. Defamation, misinterpretation and fraud, publication, employment, computer data security, etc., are important, especially in business dealings.
To deal with the legal aspects, an organization may also formulate a communication policy. Communication policy and its specifics are discussed.

Important Keywords glossary of business communication

Audience analysis: Audience analysis is the process of examining information about your listeners.
Business Card: A small card printed or inscribed with a person’s name and business affiliation, including such information as title, address and telephone number.
Business Ethics: Business ethics can be defined as written and unwritten codes of principles and values that govern decisions and actions within a company.
Business Etiquette: Expected behaviours and expectations for individual actions within society, group or class. Within a place of business, it involves treating co-workers and employer with respect and courtesy in a way that creates a pleasant work environment for everyone.
Business writing: The business writing is a conventional communication from an administration to its clients, the common public for their selective information, a different Company or the agencies.
Claims: Claims are letters sent with the purpose of correcting something that went wrong (a common occurrence in the business world).
Cloud Computing: Cloud computing is the use of computing resources (hardware and software) that are delivered as a service over a network (typically the Internet). It entrusts remote services with a user’s data, software and computation.
Communication Skills: The ability to convey information to another effectively and efficiently.
Communication: Communication is the process by which information is exchanged between individuals.
Company Seal: Stamped or blind-embossed imprint of a firm’s legal name, as an additional evidence that an agreement or a document was executed on behalf of the firm by its authorized agents or officers. It is also called corporate seal.
Conflict Management: The practice of recognizing and dealing with disputes in a rational, balanced and effective way.
Cross-cultural Communication: It is also referred to as
Customer Relations Letters: These deals with establishing and maintaining good working relationships.
Defamation: Defamation is a communication made public which tends to be false and harmful to an individual’s character, reputation and fame.
Deontology: The study of moral obligations or duty.
Desire: To long for or to wish for something.
Diagonal Communication: Diagonal communication cuts across vertical and horizontal dimensions.
Downward Communication: Downward communication, used mainly to communicate messages from the more powerful to the less powerful, is perhaps the most common form of communication in organisations.
Ethics: A set of principles of right conduct.
Feedback: A response generated after evaluation of output, performance etc.
Focus Group: A group of interacting individuals having some common interest or characteristics, brought together by a moderator, who uses the group and its interaction as a way to gain information about a specific or focused issue.
Formatting: It refers to the way you enter paragraph and line breaks, indents, spaces, typefaces and punctuation marks.
Gatekeeper audience: It has the power to stop the message before it gets to primary audience.
Gatekeeper: A gatekeeper is the person responsible for keeping a decision maker from being bothered by irrelevant callers.
Gestures: A gesture is a form of non-verbal communication in which visible bodily actions communicate particular messages, either in place of speech or together and in parallel with words.
Grooming: Care for one’s personal appearance hygiene, and clothing.
Group Communication: In written communication, written signs or symbols are used to communicate.
Horizontal Communication: Information exchange between departments or functional units as means of coordinating their activities.
Information Technology (IT): It refers to anything related to computing technology, such as networking, hardware, software, the Internet or the people that work with these technologies.
Initial audience: Initial audience is first to receive the message; may assign message.
Inquiry Letters: An inquiry letter asks for information about a product, service, or procedure.
Integrity: Integrity means you act in an honest, truthful and trustworthy manner.
Intercultural communication: The ability to successfully form, fosters, and improves relationships with members of a culture different from one’s own.
Internet: The Internet is a global system of interconnected computer networks.
Interview: An interview is a conversation between two or more people where questions are asked by the interviewer to elicit facts or statements from the interviewee.
Layout: Master plan or blueprint of a printed or published work (such as an advertisement, book, magazine, newspaper, or website) that lays out the arrangement of its different graphic elements (such as body copy, colours, headlines, illustrations, scale).
Memos: A short message sent from one person to another in the same organization.
Moderator: Moderator in a focus group is one who manages on-going focus group interview process.
Non-verbal Communication: It is the act of imparting or interchanging thoughts, posture, opinions or information without the use of words, using gestures, sign language, facial expressions and body language. Non-verbal communication is the sending or receiving of wordless messages.
Oral Communication: Oral communication means spoken communication or communication through speech.
Oral report: An oral report is a spoken report. A document containing information organised in a narrative, graphic, or tabular form.
Organisational Communication: Organisational communication refers to the forms and channels of communication among members of organisations such as corporations, non-profits or small businesses.
Personal Communication: It is the incidental exchange of information and feelings in which human beings engage whenever they come together.
Personality: Defined as a dynamic and organized set of characteristics possessed by a person that uniquely influences his or her cognitions, emotions, interpersonal orientations motivations, and behaviours in various situations.
Persuasion: The act of influencing the mind by arguments or reasons offered, or by anything that moves the mind or passions, or inclines the will to a determination.
Persuasion: The act of moulding the mind by arguments or reasons offered, or by anything that moves the mind or passions, or tends the will to a decision.
Positive Attitude: A predisposition or a tendency to react positively towards a certain idea, object, person or situation.
Power Lunch: A working lunch, especially one at which significant discussions are conducted in presence of powerful politicians, executives, etc.
Primary audience: It decides whether to accept recommendations or acts on message.
Privilege: Defamatory information, if made public, is known as privilege.
Public speaking: Speaking to a group of people in a structured, deliberate manner intended to inform, influence, or entertain the listeners.
Qualified Privilege: Defamatory statements which are made during the course of normal commercial activities.
Radio-Frequency Identification (RFID): RFID is the use of a wireless non-contact system that uses radio-frequency electromagnetic fields to transfer data from a tag attached to an object, for the purposes of automatic identification and tracking.
Readers: A person who reads or who is fond of reading.
Request: Request is the response to an explicit desire.
Sales Letters: A sales letter is written to persuade the reader to buy a product, try a service, support a cause, or participate in an activity.
Sarcasm: A cutting, often ironic remark aimed to hurt.
Secondary audience: Secondary audience comments on message or implements recommendations.
Surveys: A detailed study of a market or geographical area to gather data on attitudes, impressions, opinions, satisfaction level, etc., by polling a section of the population.
Teleology: The study of evidence of design in nature.
Telephone etiquette: Telephone etiquette refers to the way an individual should speak on the phone.
Upward Communication: Upward communication is the process of information flowing from the lower levels of a hierarchy to the upper levels.
Verbal Communication: Communication that requires the use of words, vocabulary, numbers and symbols and is organized in sentences using language. Verbal communication relates to the form of communication in which message is transmitted verbally; communication is done by word of mouth and a piece of writing.
Watchdog audience: The audience that has political, social, or economic power; may base future actions on evaluation of message.
Written Communication: A medium for communication that entails the written word.

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