Topics
Topic 1: What is business communication?
Topic 2: The Communication Process and Contexts of Communication
Topic 3: Listening and Communication in the Business Environment
Topic 4: Non-verbal Communication in the Business Environment
Topic 5: Written Communication in Business: Planning and Organizing
Topic 6: Written Communication in Business: Types of Written Communications
Topic 7: Written Communication in Business: Letters and Emails
Topic 8: Written Communication in Business: Business Reports
Topic 9: Qualities of Good Business Writing and Styles of Writing
Topic 10: Strengths and Weaknesses, and When to Use Text Message, Emails, Memos, Letters, Reports and
Proposals in Business
Topic 11: Developing a Business Presentation or Speech
Topic 12: Developing Your CV and Covering Letter
Topic 1: What is business communication?
‘Business Communication.’
Business communication refers to the general communication related to business activities, encompassing tasks and
interactions between business parties or individuals.
Effective communication
Effective communication is crucial for business owners, securing deals, explaining policies, answering customer
questions, negotiating, and fostering good working relationships, improving morale and efficiency.
UPWARD COMMUNICATION
Upward communication involves interactions up the business hierarchy, such as direct reports to supervisors or
managers, allowing upper management to stay informed and employees to voice concerns. Internal upward
communication includes surveys, feedback, and reports.
Upward Communication Strengths:
• Facilitates information exchange from direct reports to upper management.
• Aids in responding to employee needs and identifying problems.
• Promotes interaction across company levels.
• Fosters an open, friendly company culture.
Upward Communication Weaknesses:
• Power dynamics hinder communication.
• Employees may feel uncomfortable sharing information.
• Limited management access limits communication.
• Clear communication channels essential for organizational success.
Internal downward communication
Internal downward communication, from a superior to subordinates, involves professional and clear communication in
the form of letters, memos, or verbal directives, such as a memo on new company procedures.
Downward Communication Strengths:
• Sharing team information.
• Assisting management in delegation.
• Communicating business goals.
• Enforcing regulations.
• Addressing disciplinary actions or promotions.
Downward Communication Weaknesses:
• Slow hierarchy hinders efficient communication.
• Messages may be distorted.
• Lack of upward communication can cause employee frustration.
Internal lateral communication
Internal lateral communication, facilitated through various channels like chats, messaging, and email, is crucial for
employee engagement and productivity within and between departments.
Internal Lateral Communication Strengths:
• Facilitates knowledge sharing and problem-solving.
• Promotes team and interdepartmental cohesion.
• Supports employee productivity and determination.
• Helps avoid conflict.
• Prevents team silos and increases collaboration.
• Allows open worker communication.
Internal Lateral Communication Weaknesses:
• Potential "us vs. them" mindset.
• Competition hindering team cohesion and collaboration.
• Lack of lateral communication reducing productivity.
• Less formality leading to misunderstandings.
EXTERNAL COMMUNICATION
External communication involves the exchange of information from within an organization to external parties, such as
customers, prospects, vendors, or partners, and is less regular but crucial for managing a business's reputation.
External Communication Strengths:
• Builds positive organizational reputation.
• Fosters beneficial customer/client relationships.
• Promotes company growth and success.
External Communication Weaknesses:
• Potential reputation harm.
• Less room for mistakes.
• Internal communication challenges need improvement.
Various methods of communicating in a business
1. In-Person Business Communication Overview
• Common and preferred method of business communication.
• Generally, involves meetings or conferences. Requires refined in-person skills. Includes non-verbal communication like
body language.
• Body language, including gestures and facial expressions, communicates attitude.
2. Communication by email system:
• Email is a widely used communication system in businesses due to its ability to send and receive multiple messages
simultaneously.
• Emails enhance efficiency by allowing fast communication and can serve as a substitute for formal face-to-face
meetings, allowing for discussions among multiple people.
3 Web conferencing:
• Utilizes internet for meetings, conferences, presentations, seminars, and training.
• Features include file sharing, screen sharing, real-time chatting, and recording.
• Teleconferencing is done via phone or video equipment.
• Teleconferencing is also used in workplaces where physical meetings or conferences are not feasible.
• Saves travel expenses by allowing communication from the comfort of the office.
4. Written communication:
• Written business communication is a formal and detailed form of communication than other methods. Different written
communication tools include formal letters, brochures, posters, etc.
5. Other methods:
• There are other business communication methods like an instant messaging system. This technology is easy to use as
one can easily connect with people while working offsite and have conversations without waiting so long.
Topic 2: The Communication Process and Contexts of Communication
Introduction
Understanding the communication process is crucial for effective communication in the workplace, as most people
communicate frequently.
What is the communication process?
• Involves several components: sender, message, encoding, receiver, and decoding.
• Considers various communication channels: voice, audio, video, email, fax, body language.
• Goal: Present information and ensure understanding.
• Sender must choose appropriate medium for successful communication.
Parts of the communication process
• Sender: Delivering a message to a recipient.
• Message: Representing the information relayed by the sender.
• Channel of Communication: The method of delivering the message.
• Decoding: Interpreting the message, performed by the receiver.
• Receiver: The recipient of the message.
• Feedback: In some cases, the receiver may provide feedback or a response, initiating an interaction.
How does the communication process work?
• Sender develops idea for communication.
• Sender encodes message.
• Sender selects communication channel.
• Message travels over channel.
• Receiver receives message.
• Receiver decodes message.
• Receiver provides feedback if applicable.
1. The sender develops an idea to be sent
• The sender develops an idea to be sent, planning the overall subject matter or information to be transmitted.
2. The sender encodes the message
• The sender encodes the message, translating the idea into a form that can be transmitted.
3. The sender selects the channel of communication that will be used
• The sender selects the channel of communication, choosing the most suitable medium for the message.
4. The message travels over the channel of communication
• The message travels over the chosen medium, ensuring proper transmission.
5. The message is received by the receiver
• The message is received by the receiver, who interprets and converts the message into a thought.
6. The receiver decodes the message
The receiver decodes the sender's message, interpreting it into a thought, and then analyzes it to understand it
effectively.
7. The receiver provides feedback, if applicable
• The receiver provides feedback, if applicable, to ensure the sender's message was properly received and interpreted.
Tips for improving the communication process.
Simplify your message: Keep your language simple and to the point for better understanding.
Understand your audience: Understand their needs and interests.
Be a good listener: Actively listen to others to ensure you're sending the right message.
Ask insightful and engaging questions: Keep the communication flowing.
Take the time to respond: Consider how you might reply to ensure you know what you want to say.
Consider body language: Be mindful of your body language and the person you're communicating with.
Maintain eye contact: Show active listening and make contact with the recipient.
Clarify your message if needed: Help the recipient understand your message.
Difference Between Intrapersonal and Interpersonal Communication
As the term, ‘intra’ means ‘within’, so the communication that takes place is called intrapersonal communication.
On the other hand, the term ‘inter’ means ‘between’, so when the communication occurs between two or more
persons, it is said to be interpersonal communication.
Intrapersonal communication involves thinking, analyzing, interpreting, assessing, contemplating, and feeling, reflecting
the individual self. It occurs within the mind, often referred to as self-talk or inner speech. This type of communication
can be monologue or internal dialogue, where the sender and receiver are the same person. Interpersonal
communication occurs between two or more persons, and involves three levels: internal discourse, solo-vocal
communication, and solo written communication. Both types of communication involve the sender and receiver being
the same person.
The three aspects that govern the intrapersonal communication are:
• Self-Concept: Determines individual's self-perception and oriented towards others. Factors include belief, value,
attitude.
• Perception: Outcomes from the external world.
• Expectation: Future-oriented projection of potential outcomes.
