BUSINESS COMMUNICATION

Course Objective: Communication is an essential part of life, but where business is concerned,
it is critical to success. Business communication defines most organizations, resulting in
effective marketing campaigns, productive interpersonal relationships among co-workers and
successful customer service resolutions. The course orients the students to many facets of
business communication.

Learning Objectives
To understand the nuances of the business communication process in today’s dynamic
corporate world.
To enlighten the students on the importance of verbal communication, nonverbal
communication, gestures and listening skills.
To teach basic etiquettes in sending emails, greeting people, basic skills of making
presentations that are useful not just in their academic pursuits, but throughout their careers.
To inspire them to be effective communicators.

Unit I Introduction to Communication (1.5 Hours)

Importance of verbal communication, nonverbal communication, listening skills, intonation
and sentence emphasis.

Unit II Etiquettes in Communication (1.5 Hours)

Etiquette in communication (email, presentation, handshake, eye contact), Written
communication exercises and orientation to inspiring speeches.

Session Plan
Total Hours: 3 Hours.

Business communication is the sharing of information between people within and

outside the organization that is performed for the commercial benefit of the organization. It
can also be defined as relaying of information within a business by its people.

According to the 7 Cs, communication needs to be:

1. Clear.
2. Concise.
3. Concrete.
4. Correct.
5. Coherent.
6. Complete.
7. Courteous.

Topics Name Hrs Teaching Method

Unit 1 Introduction to Communication 1.5 Lecture & Activities
Unit 2 Etiquettes in Communication 1 .5 Lecture & Activities
Verbal communication involves words that may be spoken or written. As this is a digital
world, communications are often texted to co-worker, spouse, friend, and so on. With
smart phones in everyone’s hand, often texting using words and symbols are sent to convey
the message. It involves an organized set of words in the form of languages that makes it easier
for people to send messages or talk.

Through verbal communication, we are able to inform others what we intend to convey or
to impart knowledge to others. The key factor is to bring about clarification to missing
information and misunderstandings that may arise.

Non-verbal modes of communication:

This mode of communication co-exists with verbal communication. It includes eye contact,
facial expressions, gestures, body postures and para language (rate of speech, pitch, inflection).

Our body language reinforces the message clearly and makes a lasting impression. It can
complement or contradict a statements just by a facial expression or gesture.! It can create a great
impact.

At the workplace, Verbal communication can be used to:

1. Correct a wrong: Suppose you made a small error. Saying “I am sorry for the error” will
save you. It’s the power of word “Sorry” that is effective as it is part of verbal communication.
2. Persuade someone: You need to persuade your co-worker to join up a project. Your verbal
communication skill will help to pull him/her on board.
3. Create a relationship: You are new to a workplace and by speaking to your colleague, you
create a new relationship. Only by making efforts to converse with others do you make new
relationships. This cannot be done without verbal communication.
4. Bringing clarity: There is a small issue that is to be explained to the other members. You
could make them understand by using proper syntax and semantics. Even writing proper words
will help the reader understand..especially in emails, memorandums, etc.
5. Increase productivity: Without proper communication or getting the message through to the
team members it would be impossible to get the maximum output. The team that works with
good lateral communication and group discussion brings out better results.
6. Share ideas: Communicating within the team or within company needs a two-way flow of
ideas. A platform to share ideas will be sure to bring more success to the company.
7. Remove barriers: Effective communications helps to remove the hurdles between employees
and management. Words properly toned and deciphered to the employees will serve as a tool to
bridge the gap. Clear and transparent communication is the key to success.
8. Give motivation: Words of support and appreciation provided by management at the
right time, boost the confidence level of the employees and in turn help increase productivity.
Verbal communications play a crucial role in providing feedback and recognizing individuals
through emails, memorandums, announcements, newsletters, etc.

At the workplace, Non-verbal Communication can be used to:

1. Show agreement or disagreement: During a meeting between colleagues, some point may
require consent from the audience. A ‘nod’ shows that the listeners are in favour of the motion..
2. Maintain relationships: A smile in the face while entering the room or wishing them makes
the day. This is a sign for maintaining relationship which is very critical in a workplace.
3. Show that one is listening: If you are speaking to a team member and he/she is not
maintaining eye contact while talking, it shows that they are not listening to you. This shows
signs of disinterest. That is why you should always maintain eye contact, when the other person
is talking. It will ensure the message is being received by the receiver.
4. Indicate disinterest: If a team leader is having internal meet and he/she observes that one
member is looking down or out the window / door it means that he /she is distracted and not
interested or in paying attention. Such kind of communications needs to be observed and
counseled. This way the team leader would be bringing the members to focus on the objectives.
5. Use Para language: Paralanguage is an aspect which relates to the volume of voice, pitch,
speed of the words. If you are speaking too fast, communication may not be clear. If your voice
is too low, the message is not conveyed to the target audience. Pausing between words or
repeating words will allow the specific message to be registered in their mind.
6. Show confidence: In a workplace, postures denote our attributes. When we stand upright and
keep our head straight maintaining eye contact when conversing with our co-workers or
managers, it indicates our confidence. Also while sitting, having knees place slightly apart and
arms away from the body indicates that you are relaxed and confident.
7. Indicate detachment: Standing with crossed arms over chest or sitting at the tip of the chair
in hunched posture shows signs of detachment. Even, standing drooped down or looking down
frequently shows that the person is not interested. It will give a wrong signal.
8. Reassure: Facial expressions that are being reflected in the other person like a mirror assures
interest in the other. Such nonverbal modes of mirroring someone are frequently observed.
9. Know the culture: Some workplaces have a multicultural environment and it is important to
have a brief knowledge on the types of cultural acceptances. This means could be handshake, pat
on the back, tap on the shoulder, etc. These behaviors can give different meanings in different
cultures. Knowing this, will save you from being offended in your workplace.
10. Maintain space: Most of the time workplace discussions requires face to face interaction.
Being in close proximity to the person will create uneasiness and this also differs from culture to
culture. Most of the time the space between you and your colleague must be optimal so that it is
neither too far nor too close.

So we can see that whether verbal or nonverbal, communication is the core of a business and
it can either be your best friend or worst enemy. Individuals would need to review their
communication skills they possess and try to improve them, keeping in mind the
pros and cons.

The major aspect is that information is to be passed on in a proper way. The most important
aspect of both the modes of communication is that both are utilized for mutual understanding and
ultimately bring about productive and satisfying results.
Through nonverbal communications our attitudes are understood while verbal communication
makes our meaning understood to the other party.
A good handshake
A good handshake not only makes you look more professional, but it could influence an
important business decision, such as whether you strike a big deal or get a new job. The proper
grip and hand position are essential for good handshake etiquette, but so is the rest of
the body.

When shaking the hands, make sure your right hand is open so the lower joint of the thumb of
both parties touch. The grip should be firm--not limp or so strong that it hurts the other person.
You may have to adjust your grip to that of the other party's. A good handshake has a smooth up-
and-down motion. You will have to gauge when the person wants to end the
shake, and then do so right away.

A business handshake can help--or hurt--when you negotiate a business deal. A poor handshake,
such as one that lasts too long, can make the other party uncomfortable. A proper handshake, on
the other hand, gives off good body language, starts a meeting off with energy and shows your
enthusiasm.

The Seven Laws of Presentation Skills

Audiences sleep
Repetition is death
Feelings are a poor indicator of how you are doing
The job is to get them to want more of what you've got
When you're on, you're in charge
There is always a message
Passion is mandatory

And remember - It's Presentation Not Television!

If you don’t know what TED Talks are go immediately over to http://www.ted.com/ and take
a look at the videos. Seeing is believing.

In short, TED Talks are relatively short videos (average 18 minutes) from some of the most
engaging speakers around the world. Some famous TED speakers include Bono, J. J. Abrams,
Bill Gates, Jane Goodall, and Stephen Hawking. These videos cover a wide range of topics,
initially about Technology, Entertainment, and Design (TED), but now incorporating any
number of subjects.

E – Links
http://www.netmanners.com/e-mail-etiquette-tips/
http://www.inc.com/sims-wyeth/10-reasons-why-eye-contact-can-change-peoplesperception-
of-you.html
https://www.youtube.com/watch?v=OFPwDe22CoY
http://www.impactfactory.com/library/presentation-skills-seven-laws
http://topyaps.com/top-10-tips-to-become-a-powerful-orator
https://www.ted.com/