Business Communication to Manage an Organisation

1. Concepts of Communication

✅ Meaning of Communication

Communication is the process of exchanging information, ideas, thoughts, or feelings between

individuals or groups to create understanding.

In business, communication ensures coordination, decision-making, conflict resolution, and the

smooth running of operations.

✅ Purpose of Communication in Business

1. To Inform: Share data, policies, updates, instructions.

2. To Persuade: Influence decisions, sell ideas or products.
3. To Instruct: Provide directions or training.
4. To Motivate: Inspire employees toward goals.
5. To Build Relationships: Maintain internal and external cooperation.
6. To Solve Problems and Make Decisions

✅ Elements of Communication

1. Sender (Source): The person initiating the message.

2. Message: The information, idea, or emotion being communicated.
3. Medium/Channel: The way the message is delivered (e.g., email, call, meeting).
4. Receiver: The person for whom the message is intended.
5. Feedback: The receiver's response or reaction.
6. Context: The environment or situation in which communication occurs.
7. Noise: Any interference that disrupts the message (e.g., language barriers, distractions).

2. Stages of the Communication Process

1. Source (Sender):
o The origin of the message.
o Must be clear on what they want to communicate.
2. Encoding:
 oTranslating thoughts into language, symbols, or gestures.
oE.g., writing an email, drawing a chart, speaking.
3. Channel (Medium):
o The tool or platform used to send the message.
o Examples: spoken word, written email, memo, WhatsApp, Zoom, letter.
4. Decoding:
o The receiver interprets and understands the message.
o Depends on language, experience, and knowledge.
5. Feedback:
o The receiver responds to confirm understanding.
o Examples: a question, a reply, a nod, or written confirmation.

📌 Note: If there is noise or misunderstanding, the message may be distorted or fail.

🔷 Business Communication (Continued)

1. Formal and Informal Communication Channels

✅ Formal Communication

This follows the official structure of an organization and is used for:

 Reporting
 Giving instructions
 Policies and procedures

Examples: Memos, emails, reports, meetings, notices.

✅ Informal Communication

Also called the grapevine, it occurs outside the official channels and is more casual.

Examples: Casual conversations, office gossip, WhatsApp chats, tea-break discussions.

2. Flow of Formal Communication

1. Downward Communication
o From top-level management to lower levels.
 o Used for: Instructions, rules, performance feedback.

E.g., A manager telling employees about new policies.

2. Upward Communication
o From subordinates to superiors.
o Used for: Reports, feedback, suggestions.

E.g., Employees giving feedback on work conditions.

3. Lateral (Horizontal) Communication

o Between people at the same level of hierarchy.
o Used for: Coordination between departments.

E.g., HR and Finance managers discussing payroll.

4. Diagonal Communication
o Between different levels across departments.

E.g., An accounts clerk contacting the marketing manager.

3. Forms of Communication

✅ a) Oral Communication

 Spoken words, face-to-face or over devices.

 Examples: Meetings, phone calls, interviews.

Advantages:

 Fast, allows immediate feedback

Disadvantages:
 No permanent record, prone to misinterpretation

✅ b) Non-Verbal Communication

 Body language, gestures, facial expressions, posture, eye contact.

Advantages:

 Supports and reinforces verbal communication

Disadvantages:
  Easily misunderstood

✅ c) Written Communication

 Communication in written format.

 Examples: Letters, emails, reports, memos, notices

Advantages:

 Permanent record, can be referred to later

Disadvantages:
 Slower feedback, risk of being misread

✅ d) Visual Communication

 Use of images, charts, diagrams, symbols to convey messages.

Examples: Bar graphs, pie charts, infographics.

Advantages:

 Simplifies complex data

Disadvantages:
 Requires visual literacy, may lack context

✅ e) Audio-Visual Communication

 Combines sound and visual elements.

Examples: Videos, presentations, Zoom calls, TV ads.

Advantages:

 Highly engaging, effective in training and marketing

Disadvantages:
 Requires equipment, preparation, and sometimes high cost
� Class Activities: Business Communication

🔹 1. Communication Role-Play (Oral & Non-Verbal Practice)

Instructions:

 Pair up students or form small groups.

 Assign each a communication scenario:
o Manager giving instructions to employees (Downward)
o Employee giving feedback to management (Upward)
o Team members planning an event (Lateral)
o Clerk contacting IT manager (Diagonal)

Task:

 Role-play the scenario using verbal and non-verbal cues.

 Class gives feedback on body language, tone, and clarity.

✅ Skills practiced: oral communication, body language, formal flow understanding

🔹 2. Grapevine Game (Informal Communication Exercise)

Instructions:

 Whisper a short message to one student (e.g., "The principal is visiting tomorrow at 10
AM").
 Let them pass it through 5–7 classmates by whispering only once.
 The last student says the message aloud.

Debrief:

 Compare the original and final message.

 Discuss distortion in informal channels and importance of clarity.

✅ Skills practiced: listening, distortion awareness, informal communication impact

🔹 3. Chart It Out! (Flow of Formal Communication)

Instructions:

 Ask students to draw a simple organizational chart of a school or company.

 Then indicate:
o Downward flow (red arrows)
o Upward flow (green arrows)
o Lateral flow (blue arrows)
o Diagonal flow (yellow arrows)

✅ Skills practiced: identifying formal flows of communication visually

🔹 4. Communication Forms Match-Up

Materials: Create cards with:

 Types: Oral, Non-verbal, Written, Visual, Audio-Visual

 Examples: Email, hand wave, phone call, bar chart, video ad, poster, meeting, facial
expression

Instructions:

 Students match each example to the correct form.

✅ Skills practiced: differentiating forms of communication

🔹 5. Visual to Verbal (Visual Communication Activity)

Instructions:

 Show a pie chart, infographic, or business image.

 Ask students to:
o Describe it verbally
o Then write a short written explanation of what it shows

✅ Skills practiced: translating between visual, oral, and written forms

🔹 6. Feedback Circle

Instructions:
  One student gives a short instruction or message (e.g., "Organize a school event with a
limited budget").
 The receiver repeats it back in their own words to show feedback and understanding.

✅ Skills practiced: feedback stage, active listening, clarity checking

🔷 Topic: Communication Skills in Business

1. Audio-Visual Communication

Definition:
A form of communication that combines both sound (audio) and visual elements to convey a
message.

✅ Examples:

 Videos
 PowerPoint presentations
 Zoom/Teams meetings
 TV ads
 Training films
 Recorded lectures

✅ Advantages:

 Engages multiple senses (sight and hearing)

 Easy to understand complex ideas
 Effective for training and marketing
 Retains attention better than text alone

❌ Disadvantages:

 Requires special equipment or software

 Can be expensive to produce
 May not be accessible to people with impairments
 Distractions or technical issues can reduce effectiveness

2. Advantages and Disadvantages of Various Forms of Communication

 Form Advantages Disadvantages
Fast, personal, allows immediate
Oral No record, prone to misunderstanding
feedback
Permanent record, precise, well-
Written Time-consuming, slow feedback
structured
Supports spoken words, expresses
Non-verbal Easily misinterpreted
emotion
Visual Clarifies data, simplifies complex info May lack context, needs explanation
Audio- Engaging, effective for Costly, technical challenges, not always
Visual demonstration/training accessible

3. Effective Listening

Definition:
Listening actively and attentively with the intention to understand, evaluate, and respond
appropriately.

✅ Qualities of an Effective Listener:

 Pays full attention (eye contact, nodding)

 Avoids interrupting
 Asks clarifying questions
 Paraphrases or repeats to confirm understanding
 Controls emotions and avoids premature judgment

💡 Effective listening improves customer relations, reduces errors, and enhances teamwork.

4. Barriers to Effective Communication

Type Examples
Physical Noise, poor internet, distance
Language Jargon, accents, poor grammar
Psychological Stress, emotions, distrust
Cultural Different beliefs, customs, etiquette
Organizational Long hierarchy, unclear roles
Perceptual Misinterpretation, bias, assumptions

5. Overcoming Barriers of Communication

  ✅ Use simple and clear language
 ✅ Choose the right communication channel
 ✅ Provide training (e.g., cross-cultural, listening skills)
 ✅ Ensure a conducive environment (quiet, well-lit, private)
 ✅ Encourage feedback to check understanding
 ✅ Develop emotional intelligence (empathy, patience)
 ✅ Promote open communication culture within the organization

🔷 Topic: Applying Writing Skills in Communication

1. Steps in Writing Business Documents

✅ a) Prewriting

 Plan your message

 Identify the purpose, audience, and tone
 Gather necessary information

✅ b) Drafting

 Write the first version

 Focus on content and structure, not grammar

✅ c) Revising

 Improve flow, organization, and clarity

 Reword unclear sentences, rearrange paragraphs

✅ d) Editing

 Correct grammar, spelling, punctuation

 Ensure professional formatting and tone

2. Rules of Writing Business Documents

 Be clear and concise

 Use formal language and tone
  Stay objective and professional
 Organize using headings, bullet points, or sections
 Be courteous, even when rejecting or complaining
 Use correct grammar and spelling

3. Purposes of Business Documents

 To inform (reports, notices)

 To request (letters, emails)
 To persuade (advertisements, proposals)
 To record (meeting minutes, agreements)
 To communicate decisions (circulars, memos)

4. Common Types of Business Documents

✅ Business Letter

 A formal letter to clients, customers, or other organizations

 Follows a set format (date, address, salutation, body, closing)

✅ Business Report

 Presents findings or analysis for decision-making

 Includes title, introduction, body, conclusion, recommendations

✅ Memorandum (Memo)

 Internal short note to inform or remind staff

 Includes “To”, “From”, “Date”, “Subject” and brief message

✅ Emails

 Quick digital communication

 Must be polite, well-written, and purposeful

✅ Circulars

 Messages sent to many people within or outside the business

 E.g., announcement of a new policy or holiday closure

✅ Advertisements
  Aimed at persuading consumers to buy
 Must be catchy, informative, and targeted

✅ Notices

 Used to give formal information to the public or staff

 Posted in public areas (e.g., "Meeting on Friday at 10 a.m.")

5. Conducting Interviews

✅ Definitions:

 Interview: A formal conversation where one person (interviewer) asks questions and
another (interviewee) responds, usually for employment, data collection, or assessment.
 Interviewer: The person asking questions
 Interviewee: The person responding to the questions

✅ Sample Interview Settings:

 Job interviews
 Customer feedback interviews
 Market research interviews

🔷 Topic: Interviews in Business Communication

1. Purpose of Interviews

Interviews are used to gather specific information through face-to-face, phone, or video
conversations. The main purposes include:

 ✅ Recruitment: To assess job applicants’ qualifications and suitability.

 ✅ Data Collection: To gather information for research or reports.
 ✅ Problem Solving: To understand challenges faced by employees or clients.
 ✅ Performance Evaluation: Used during employee reviews.
 ✅ Customer Feedback: To understand customer satisfaction or complaints.
 ✅ Decision-Making: Helps in making informed business or HR decisions.
2. Types of Interviews

Type Description Characteristics

- Questions are planned in
Follows a strict set of predefined advance
Structured Interview
questions - Easy to compare responses
- Limited flexibility
- Open-ended
Unstructured A free-flowing conversation without - Flexible
Interview set questions - Allows deep exploration
- Hard to compare responses
- Has a guide but allows
Semi-Structured Combines both fixed questions and flexibility
Interview open discussion - Encourages both consistency
and depth

💡 Structured = fixed, Unstructured = free, Semi = balance between both

3. Skills for Effective Interviewing

To conduct interviews successfully, the interviewer must demonstrate the following skills:

✅ Active Listening

 Pay full attention to the interviewee

 Avoid interrupting
 Use eye contact and nodding to show engagement

✅ Clear Questioning

 Ask clear, relevant, and concise questions

 Avoid jargon or leading questions

✅ Observation

 Notice non-verbal cues (e.g., body language, tone)

✅ Note-taking

 Record key responses without breaking the flow

✅ Empathy and Patience

 Make the interviewee feel comfortable and respected

✅ Confidence and Control

 Keep the interview on track while being professional

✅ Analytical Thinking

 Understand and interpret the responses for decision-making

🔷 Topic: Applying Presentation Skills

✅ 1. Definition of Presentation

A presentation is a formal way of communicating information, ideas, or proposals to an

audience using spoken words, visual aids, and sometimes technology to inform, persuade, or
educate.

✅ 2. Uses of Presentations

Presentations are used in both academic and business settings for purposes such as:

 🔹 Educating or training staff or students

 🔹 Marketing products or services
 🔹 Sharing business proposals
 🔹 Reporting findings or progress
 🔹 Pitching new ideas or innovations
 🔹 Communicating strategies during meetings

✅ 3. Presentation Skills
These are the abilities required to deliver a message clearly and confidently to an audience. Key
presentation skills include:

 Verbal communication – clear, fluent speech

 Non-verbal cues – eye contact, posture, gestures
 Audience engagement – asking questions, using humor or stories
 Confidence and poise – controlling nerves
 Use of visual aids – slides, charts, or props
 Clarity and structure – organized delivery from introduction to conclusion

✅ 4. Elements of a Good Presentation

1. Introduction
o Greet audience, state your name and topic
o Capture attention (quote, question, story)
2. Body
o Present key points in logical order
o Use examples and evidence
3. Conclusion
o Summarize main points
o End with a strong closing statement or call to action
4. Q&A Session (Optional)
o Invite and answer audience questions
5. Visual Support
o Slides, graphs, charts, videos

✅ 5. Methods of Presentation

Method Description When to Use

Reading word-for-word from a written Formal speeches, legal or official
Manuscript
script talks
Reciting the entire presentation from
Memorized Short presentations, speeches
memory
Most business and class
Extemporaneous Speaking with brief notes or an outline
presentations
Speaking without preparation (on the
Impromptu Meetings, debates, Q&A sessions
spot)

💡 Extemporaneous is the most recommended method—natural, prepared but not stiff.

�

🔷 Advanced Presentation Skills & Meetings in Business

Communication

✅ 1. Extemporaneous Presentation

 A presentation delivered with the help of brief notes or an outline, not memorized or
read word-for-word.
 The speaker prepares in advance but delivers in a natural, conversational style.

🔹 Advantages:

 Flexible and engaging

 Allows eye contact and audience interaction
 Easier to adjust content during delivery

✅ 2. Impromptu Presentation

 Delivered without prior preparation—spontaneous.

 Common in meetings, Q&A sessions, or emergencies.

🔹 Advantages:

 Quick and genuine response

🔹 Disadvantages:
 Risk of lack of structure or confidence
 Not ideal for formal or detailed content

✅ 3. Basic Parts of a Presentation

1. Introduction
o Greet the audience
 o State your name, topic, and purpose
o Gain attention (quote, story, statistic)
2. Body
oPresent main points in a clear, logical order
oUse examples, facts, and visual aids
3. Conclusion
o Summarize the key ideas
o Reinforce the message
o End with a strong final statement or call to action
4. Q&A (Optional)
o Allow the audience to ask questions
o Clarify or expand on your points

✅ 4. Importance of Audience Analysis in Presentation

Understanding your audience helps tailor your message to their needs.

🔍 Why it matters:

 Helps choose the right language level

 Selects relevant content
 Adapts tone and formality
 Anticipates questions or objections
 Increases engagement and impact

✅ 5. Use of Visual Aids in Presentation

Visual aids are tools that support and enhance a presentation visually.

📊 Examples:

 PowerPoint slides
 Charts and graphs
 Posters
 Videos
 Props or real objects

✅ Benefits:

 Clarify complex data

 Improve audience attention and retention
  Break up long text
 Add interest and professionalism

⚠️ Tips:

 Keep them simple and relevant

 Don’t overload with text
 Use clear fonts and visuals

🗓� 6. Meetings in an Organisation

✅ Purpose of Holding Meetings

 To share information and updates

 To make decisions collaboratively
 To solve problems or resolve conflicts
 To assign duties and responsibilities
 To gather feedback and ideas
 To evaluate progress or performance

✅ Types of Meetings

Type Description
Formal Meetings Have a structured agenda, recorded minutes, official attendance
Informal Meetings Casual or spontaneous discussions, less structured

💬 Key difference: Formal meetings follow procedures (agenda, minutes), informal ones are
more flexible.

🔷 Topic: Managing Meetings in Business Communication

✅ 1. Stages of Creating a Formal Meeting

 1. Planning the Meeting
o Identify purpose
o Select date, time, venue/platform
2. Preparing the Agenda
o List topics to be discussed
o Set the order of items
3. Sending Invitations/Notices
o Share agenda and meeting details in advance
4. Conducting the Meeting
o Follow the agenda
o Maintain order and manage time
5. Recording the Minutes
o Note key points, decisions, and actions agreed upon
6. Follow-Up
o Distribute minutes
o Ensure implementation of decisions

✅ 2. Importance of an Agenda

An agenda is a list of topics to be discussed during a meeting.

🔹 Why it matters:

 Keeps the meeting focused and organized

 Ensures all important items are covered
 Helps participants prepare in advance
 Allows time management
 Acts as a checklist during the meeting

✅ 3. Importance of Minutes

Minutes are the official written record of what happened during a meeting.

🔹 Why minutes are important:

 Provide a permanent record of discussions and decisions

 Remind members of assigned tasks and deadlines
 Useful for follow-up and accountability
 Legal and reference purposes
 Shared with absent members
✅ 4. Role of Chairperson and Secretary

Role Duties
- Leads the meeting
- Opens and closes the session
- Maintains order
Chairperson
- Follows the agenda
- Ensures participation and fairness
- Summarizes and facilitates decision-making
- Prepares and sends the agenda
- Sends out invitations/notices
- Takes minutes
Secretary
- Keeps records
- Assists the chairperson with admin work
- Distributes minutes after the meeting

💻 Online Meetings
With digital transformation, meetings can now take place remotely.

✅ 1. Video Conferencing

 Real-time audio and video interaction over the internet

 Examples: Zoom, Microsoft Teams, Google Meet

🔹 Used for: Team updates, virtual classes, interviews

✅ Allows face-to-face interaction

✅ 2. Teleconferencing

 Audio-only meeting using telephone or VoIP

🔹 Used when video is not necessary or internet is limited

✅ Cheaper and simple to set up
❌ No visual cues or screen sharing
✅ 3. Webinar

 A web-based seminar for a large online audience

 Includes presentations, Q&A, and screen sharing

🔹 Used for: Training sessions, product demos, public lectures

✅ Can be recorded and shared
❌ Less interaction if not well-managed