Business communication skills

2. What are the most common ways
we communicate?
Written Word

3. What is Communication?
Communication is the transmission of an idea or
feeling so that the sender and receiver share the
same understanding.
Derived from the Latin word "communis", meaning to
share.
Communication is the exchange of thoughts, messages,
or information, as by speech, visuals, signals, writing, or
behavior.

4. Components of Communication
• Context
• Sender – Encoder
• Message
• Medium
• Receiver Decoder
• Feedback

5. The Communication Process

6. VARIOUS TYPES OF COMMUNICATION
I. One way
communication
II.Two way
communication
III.Verbal communication
IV.Non-verbal
communication
V.Formal
communication
VI.Informal
Communication

7. Types of Communication
One-way communication
Two-way communication
One to many

8. One way Communication Model
Message Encode Channel
Receive
decode
meaning
SENDE
R
RECEIVER

9. Two Way Communication Model
Encode Message Channel
Decode as
receiver
Channel Message
Encode as
Sender
Receive
decode
meaning
SENDER RECIEVER

10. Types of Communication
Verbal Communication
Non-verbal
communication

11. Communication Channels
Formal Informal
Upward Downward Lateral
Grapevine

12. Formal Communication
 Formal Communication channels are the
systems designed by management to
channelize the flow of communication along
formal organizational structure.
 Formal Communication may be upward,
downward or lateral (horizontal).

13. Upward communication
 Upward Communication is flowing of message from
subordinates to superiors.
Marketing
Manager
Finance Manager
Branch Manager
Operations
Manager
CashierBDO Officer
UPWARD COMMUNICATION IN A BANK

14. Downward communicatIon
 Downward Communication Flows down from top to
bottom of the organizational hierarchy and carries
message from higher authority to lower and down below.
Managing Director
Marketing Manager Production Manager Personnel manager
Sales
officer 1
Sales
Officer
2
Manager
Plant
Manager
Plant
Supervisor
1
Supervisor 2
DOWNWARD COMMUNICATION IN A
FIRM

15. Lateral communication
 Lateral or horizontal communication flows between
persons at the same hierarchical level either of the same
or other department or division of the organization.
Branch Manager
Marketing
Manager
BDO
Finance
Manager
Cashier
Operations
Manager
Officer
LATERAL COMMUNICATION IN A BANK

16. INFORMAL COMMUNICATION
Informal Communication
takes place outside the
formally prescribed and
planned network or channel.
It is spontaneous and off the
record and beyond the
organizational hierarchy. It
has no set rules or
regulations and no particular
Direction. It is also known as
Grapevine.

17. Grapevine

18. Types of Grapevine
 Single Strand (Each tells one another)
A
B
C
D

19.  Gossip (One tells all).
A
E
F
H
GD
C
B

20.  Probability (Each randomly tells others)
K
B
D
I
G
F
A
J

21.  Cluster (Some tell selected others; most
typical)
C
A
E
F
D
B
J

22. Features of Effective Communication
 Active Listening
 Eye contact
 Posture
 Simple language
 Questioning skills

23. Barriers to communication
 Semantic Barriers
 Physical Barriers
 Attitudinal Barriers
 Psychological Barriers
 Social Barriers

25.  Will it win good will?
 Have you used positive, "pleasant-toned" words?
 Have you used "I appreciate," "please", and "thank
you" somewhere in your message?
 Would you enjoy reading what you have said?
COURTEOUS

26. CONSIDERATE: The YOU-Attitude
 Have you put the client
first?
 Have you floodlighted
his/her interests?
 Have you walked in
his/her moccasins?
 Have you talked his/her
language?

27. CLEAR
 Have you used familiar words, short sentences?
 Have you presented only one idea in each
sentence?
 Have you avoided "business" and technical terms?
 Have you used the reader's language?

28. COMPLETE
 Have you given all the facts?
 Have you covered the essentials?
 Have you answered all his/her questions?
 Did you PLAN what you said?

29. CONCISE
 Have you plunged right into the subject of the
message?
 Have you avoided rehashing the reader's letter?
 Have you said enough, but just enough?
 Have you avoided needless "filler" words and
phrase?

30. CONCRETE
 Have you given the crisp
details the client needs?
 Have you made the
details razor and needle-
sharp?
 Have you flashed word
pictures, made facts
vivid?

31. CORRECT
 Have you checked all
facts for correctness?
 Have you verified all
numbers and amounts?
 Is the appearance of the
letter effective? Is it
clean, well-spaced?
 Have you checked your
spelling, punctuation, gra
mmar, etc.?

32. Benefits of effective communication
 Quicker problem solving
 Better decision making
 Steady work flow
 Strong business relations
 Better professional image

33. Hearing Vs Listening
Hearing – Physical process,
natural, passive
Listening – Physical as well
as mental process, active,
learned process, a skill
Listening is hard.
You must choose to participate in the process of listening.

34. …in the new global and diverse workplace
requires
excellent communication skills!
Success for YOU…

35. THANK YOU