1. Essentials of Business
Communication

2. Objective in Communication
In communication if the objective is clear the communication becomes easy and
effective.
Ex: Compulsory meeting tomorrow at 9am
Ex.(objective): Meeting tomorrow at 9am for the discussion of new systems policy.

3. Speaking & Expressing Plan
1. Plan the Content (C’s of Communication)
2. Structure it according to the need and situation
3. Plan the Message Delivery
4. Barriers while Expressing
5. How to overcome Barriers
6. Give and Receive Feedback
7. Focus on Positive Mirroring

4. Communication - Meaning
• Communication is a dynamic process…
• through this process we convey a thought or feeling to someone else.
• how it is received depends… on a set of events, stimuli, that person is
exposed to…

5. Why Communication is Important? How will it help you?
• Anticipate Problems
• Make Decisions
• Coordinate Workflow
• Supervise others
• Develop Relationships
• Manage Knowledge, Ideas & Creativity
• Create a Clear Vision and Energize employees
• Promote Products & Services
Importance of Communication in Business
At some point you will encounter people or customer who are rude or difficult to communicate with . In
those instances, it is more important than ever to demonstrate professionalism.

6. Why we don’t Communicate?
• We are Shy.
• We have fear. (Fear of Rejection…fear of getting hurt…fear of hurting someone…fear of losing
someone)
• Ego (Why Should I?)
• Arrogance (I know everything)
• Ignorance (I don’t need that)
• I am elder or senior or bigger or having more experience.
• Presumptions or assumptions
Barriers in Communication (from Sender)
• Attitude (ignoring the situation, expectancies and interests of listener)
• Unwillingness to say things differently
• Unwillingness to relate to others differently
• Unwillingness to learn new approaches
• Lack of Self-Confidence
• Authority / Status / Senior / Environment
• Lack of 3 E’s – Energy, Enthusiasm , Excitement

7. • Disagreement between verbal and non-verbal messages
• Voice quality, tone, gestures
• Past Experience
• Negative Self Image
• Lack of Feedback
• Language and Vocabulary Level
• Lack of Self Awareness
• Lack of Motivation and Training
Barriers in Communication (RECEIVER)
• Poor Listening Skills
• Flaws in the Listening Process
• Selective Attention, Perception and Retention
• Misinterpretation of words / gestures
• Lack of Interest in the Topic/Subject discussed
• Attitude
• Unwillingness to relate to others differently
• Rebuttal Instincts
• Personal Value System
• Past Experience
• Ego

8. External Barriers in Communication
• Physical barriers
• the distance between people
• Environment barriers
• The venue
• The effect of noise
• Temperature in the room
• Process barriers:
• Encoding
• Decoding
• Transmission
• Time, Place and Space
• Cultural, Status, Education
• Audio – Visuals - PAS

9. Perception Barriers in Communication
People don't always do things, see things, or express themselves in the same ways that we do
Hidden Assumptions
Beliefs
Prejudice or Pre-judgments
Misunderstandings
The results are often negative and at times disastrous for teams trying to work productively
together.

10. Gateway to Business Communication
• Barriers removed is a GATEWAY created.
• Effective Business Communication is about Connecting to the other person.
• Treat others with respect and dignity.
• Often, your positive communication will take the other person by surprise and soften their attitude.
The Communication Process needs to be Articulated well..
• The Articulation Process
• Articulation Skills
• Major Barrier: Common Beliefs and Attitudes Impact on Articulation
• Listening Skills
• Observing Skills
• Giving Feedback

11. The Impact of Questions
• Appreciate how learning to ask positive question can improve team
effectiveness.
• Recognize that asking questions is a communications skill, just like
speaking clearly or listening effectively.
• Develop the ability to use inflection, phrasing, and timing to ask positive
questions.
• How To Ask Positive Questions
• Employees who can properly ask questions will deal better with all
colleagues throughout the entire organization

12. Talking, Persuading and Influencing Tools
• Giving Effective Praise that portrays sincerity and generates motivation and
enthusiasm.
• Delivering Criticism without creating confrontation and conflict
• Conducting or participating in effective Performance Review sessions
• Conducting or participating in an effective Interview for a new job or promotion
• Making an Apology that touches the heart and convinces the mind.
• Asking Effective Questions to probe for facts and provoke for ideas.
• Arguing without Offending
• Communicating to Build Rapport and Create Trust
• Communicating to Create Collaboration and Engagement
• Communicating to Resolve Conflict and Reach Agreement

13. GIVING FEEDBACK
• Express what you think and feel, using “I” statement and the 7 C’s
• Be open, direct, honest, appropriately at the right time, without feeling
guilt or emotional
• Avoid blaming, complaining, criticizing
• Do not react
• Describe the behavior, not the person.
• Envision the future and turn it into a conversation
• Ask, don't tell;
• Turn statements into questions to involve and inspire

14. ABCR model of giving Feedback
Action, what happened
Bring out your feeling, how you think & feel
Clarify the consequence
Recommend alternative suggestions

15. Source :Internet /Open source