According to the Management Study Guide website, communication involves a mutual exchange of

understanding and is the essence of the basic functions of business management, which include staffing,
directing, planning, organizing and controlling. Communication is necessary to effectively function, both
inside an organization and when dealing with the outside world. Business communication can be both
oral and written in nature.
Motivation
Managers use communication to motivate workers to achieve peak performance. By clarifying the
expectations of employees and providing incentives for meeting or exceeding expectations,
communication can help companies reach specific objectives. For example, by communicating to
salespeople that they'll receive a 10 percent bonus if they reach their annual sales goal, it helps the
company reach its overall sales goals.
Control
A company uses communication as a way to maintain control over employees and their work
environment. Written human resources policies and procedures dictate how employees are permitted
to act in the workplace. Job descriptions outline the parameters of an employee's job functions.
Performance reviews control whether an employee receives a raise or attains a promotion.
Interaction
Communication allows employees to interact with customers and each other. A customer service
department communicates with customers to help them resolve issues. A business letter can be used to
introduce a company to a potential customer. Communication is essential for employees who work
together on a project or during the training process. Employees may interact socially both at work and
outside the workplace.
Providing Information
Information is dispersed throughout an organization through written or verbal communication. A human
resources representative or business owner may send out a memo explaining a change in the company's
health plan. A business meeting may be used as a way to communicate a new office procedure. A
webinar allows a company to conduct a meeting over the Internet with employees or customers who
cannot attend in person.
Providing Feedback
Communication allows for employees, managers and business owners to give and receive feedback on
changes that are being considered or have already been implemented. For example, if a small business
owner is considering the purchase of a new computer system, he may first consult with his employees to
determine what features the system should include and what help they may need in learning the
system.
BA9205 COMMUNICATION SKILLS LT P C
3


UNIT I COMMUNICATION IN BUSINESS 9
Systems approach- forms - functions and principles of communication - management and
communication- communication patterns - barriers to communication - interpersonal perception
SWOT analysis -Johari Window -Transactional Analysis.

UNIT II NON-VERBAL AND INTERCULTURAL COMMUNICATION 9
Importance of non-verbal communication - personal appearance - facial expressions-
movement- posture gestures - eye contact voice - beliefs and customs- worldview and
attitude.

UNIT III ORAL COMMUNICATION 9
Listening - types and barriers to listening - speaking - planning and audience awareness -
persuasion- goals - motivation and hierarchy of needs - attending and conducting interviews-
participating in discussions, debates - and conferences - presentation skills- paralinguistic
features -fluency development strategies

UNIT IV BUSINESS CORRESPONDENCE 9
Business letter - principles of business writing- memos -e-mails agendas- minutes- sales
letter- enquiries- orders- letters of complaint- claims and adjustments- notice and tenders-
circulars- letters of application and rsum.

UNIT V BUSINESS PROPOSALS AND REPORTS 9
Project proposals- characteristics and structure- Project reports types- characteristics,-
structure-Appraisal reports performance appraisal, product appraisal- Process and mechanics
of report writing- visual aids- abstract - executive summary- recommendation writing- definition
of terms.

TOTAL: 45 PERIODS

TEXTBOOKS

1. Lesikar, Raymond V., John D Pettit, and Mary E FlatlyLesikars, Basic Business
Communication, 10
th
ed. Tata McGraw-Hill, New Delhi, 2007.
2. Gerson, Sharan J., and Steven M Gerson, Technical Writing: Process and Product.
Pearson Education, New Delhi, 2008.
3. Murphy, Herta, Herbert W Hildebrandt, and Jane P Thomas, Effective Business
Communication. 7
th
ed. Tata McGraw-Hill, New Delhi.
4. Bovee, Courtland and John V Thill, Business Communication Today, 8
th
ed. Pearson
Education, New Delhi, 2008.

REFERENCES

1. McGrath, E. H., S.J,Basic Managerial Skills for All, 8
th
ed. Prentice-Hall of India, New
Delhi, 2008.
2. Raman, Meenakhshi, and Prakash Singh, Business Communication. O U P, New Delhi,
2008.
3. Stuart Bonne E., Marilyn S Sarow and Laurence Stuart, Integrated Business
Communication in a Global Market Place.3
rd
ed. John Wiley India, New Delhi, 2007.
4. Guffey, Mary Ellen., Business Communication: Process and Product. 3
rd
ed. Thomson
and South-weste


rn, 2004




Business correspondence
From Wikipedia, the free encyclopedia
Jump to: navigation, search This article is an orphan, as no other articles link to it. Please
introduce links to this page from related articles; suggestions may be available.
(February 2012)


Business correspondence is the communication or exchange of information in a written format
for the process of business activities.Business correspondence can take place between
organizations, within organizations or between the customers and the organization.The
correspondence is generally of widely accepted formats that are followed
universally.[1]Contents [hide]
1 Need for written communication
2 Types of Business correspondence
2.1 Business letters
2.2 E-mail
2.3 Memorandum
3 References

[edit]
Need for written communication
Maintaining a proper relationship.
Serves as evidence.
Create and maintain goodwill.
Inexpensive and convenient.
Formal communication.
Independent of interpersonal skills.[2]
[edit]
Types of Business correspondence
[edit]
Business letters

Business letters are the most formal method of communication following specific formats. They
are addressed to a particular person or organisation. A good business letter follows the
seven C's of communication. The different types of business letters used based on their
context are as follows,
Letters of enquiry
Letters of claim/complaints
Letters of application
Letters of approval/dismissal
Letters of recommendations
Letters of sales.

Official letters can be handwritten or printed. Modernisation has led to the usage of new means
of business correspondence such as E-mail and Fax.[3]
[edit]
E-mail

Email is the least formal method of business communication.It is the most widely used method
of written communication usually done in a conversational style.
[edit]
Memorandum

Memorandum is a document used for internal communication within an organization.Memo may
be drafted by management and addressed to other employees.



Business correspondence or business letter is a written communication between two
parties.
A means through which views are expressed
and ideas or information is communicated in writing in the process of business activities.
means it is a partnership of two person to improve their letter.
communication barriers:
Perceptual and Language Differences: Perception is generally how each individual interprets
the world around him. All generally want to receive messages which are significant to
them. But any message which is against their values is not accepted. A same event may
be taken differently by different individuals. For example : A person is on leave for a
month due to personal reasons (family member being critical). The HR Manager might
be in confusion whether to retain that employee or not, the immediate manager might
think of replacement because his teams productivity is being hampered, the family
members might take him as an emotional support.

The linguistic differences also lead to communication breakdown. Same word may mean
different to different individuals. For example: consider a word value.
What is the value of this Laptop?
I value our relation?
What is the value of learning technical skills?
Value means different in different sentences. Communication breakdown occurs if there is
wrong perception by the receiver.
Information Overload: Managers are surrounded with a pool of information. It is essential to
control this information flow else the information is likely to be misinterpreted or forgotten
or overlooked. As a result communication is less effective.


Inattention: At times we just not listen, but only hear. For example a traveler may pay attention
to one NO PARKING sign, but if such sign is put all over the city, he no longer listens
to it. Thus, repetitive messages should be ignored for effective communication. Similarly
if a superior is engrossed in his paper work and his subordinate explains him his
problem, the superior may not get what he is saying and it leads to disappointment of
subordinate.

Time Pressures: Often in organization the targets have to be achieved within a specified time
period, the failure of which has adverse consequences. In a haste to meet deadlines, the
formal channels of communication are shortened, or messages are partially given, i.e.,
not completely transferred. Thus sufficient time should be given for effective
communication.

Distraction/Noise: Communication is also affected a lot by noise to distractions. Physical
distractions are also there such as, poor lightning, uncomfortable sitting, unhygienic
room also affects communication in a meeting. Similarly use of loud speakers interferes
with communication.
Emotional state at a particular point of time also affects communication. If the receiver feels
that communicator is angry he interprets that the information being sent is very bad.
While he takes it differently if the communicator is happy and jovial (in that case the
message is interpreted to be good and interesting).
Complexity in Organizational Structure: Greater the hierarchy in an organization (i.e. more
the number of managerial levels), more is the chances of communication getting
destroyed. Only the people at the top level can see the overall picture while the people
at low level just have knowledge about their own area and a little knowledge about other
areas.
Poor retention: Human memory cannot function beyond a limit. One cant always retain what is
being told specially if he is not interested or not attentive. This leads to communication
breakdown.
Communication Flows in an Organization:
5 main directions-
1. Downward
2. Upward
3. Lateral
4. Diagonal
5. External

Downward Flow of Communication: Communication that flows from a higher level in an organization
to a lower level is a downward communication. In other words, communication from superiors to
subordinates in a chain of command is a downward communication. This communication flow is
used by the managers to transmit work-related information to the employees at lower levels.
Employees require this information for performing their jobs and for meeting the expectations of
their managers. Downward communication is used by the managers for the following purposes .
Providing feedback on employees performance
Giving job instructions
Providing a complete understanding of the employees job as well as to communicate
them how their job is related to other jobs in the organization.
Communicating the organizations mission and vision to the employees.
Highlighting the areas of attention.
Organizational publications, circulars, letter to employees, group meetings etc are all examples
of downward communication. In order to have effective and error-free downward
communication, managers must:
- Specify communication objective
- Ensure that the message is accurate, specific and unambiguous.
- Utilize the best communication technique to convey the message to the receiver in right
form
Upward Flow of Communication: Communication that flows to a higher level in an
organization is called upward communication. It provides feedback on how well the
organization is functioning. The subordinates use upward communication to convey their
problems and performances to their superiors.
The subordinates also use upward communication to tell how well they have understood the
downward communication. It can also be used by the employees to share their views
and ideas and to participate in the decision-making process.
Upward communication leads to a more committed and loyal workforce in an organization
because the employees are given a chance to raise and speak dissatisfaction issues to
the higher levels. The managers get to know about the employees feelings towards their
jobs, peers, supervisor and organization in general. Managers can thus accordingly take
actions for improving things.
Grievance Redressal System, Complaint and Suggestion Box, Job Satisfaction surveys etc all
help in improving upward communication. Other examples of Upward Communication
are -performance reports made by low level management for reviewing by higher level
management, employee attitude surveys, letters from employees, employee-manager
discussions etc.

Lateral / Horizontal Communication: Communication that takes place at same levels of
hierarchy in an organization is called lateral communication, i.e., communication
between peers, between managers at same levels or between any horizontally
equivalent organizational member. The advantages of horizontal communication are as
follows:

It is time saving.
It facilitates co-ordination of the task.
It facilitates co-operation among team members.
It provides emotional and social assistance to the organizational members.
It helps in solving various organizational problems.
It is a means of information sharing
It can also be used for resolving conflicts of a department with other department or
conflicts within a department.


Diagonal Communication: Communication that takes place between a manager and
employees of other workgroups is called diagonal communication. It generally does not
appear on organizational chart. For instance - To design a training module a training
manager interacts with an Operations personnel to enquire about the way they perform
their task.

External Communication: Communication that takes place between a manager and external
groups such as - suppliers, vendors, banks, financial institutes etc. For instance - To
raise capital the Managing director would interact with the Bank Manager.
PRINCIPLES OF COMMUNICATION:
Completeness - The communication must be complete. It should convey all facts required by
the audience. The sender of the message must take into consideration the receivers
mind set and convey the message accordingly. A complete communication has following
features:
Complete communication develops and enhances reputation of an organization.
Moreover, they are cost saving as no crucial information is missing and no additional
cost is incurred in conveying extra message if the communication is complete.
A complete communication always gives additional information wherever required. It
leaves no questions in the mind of receiver.
Complete communication helps in better decision-making by the audience/ readers/
receivers of message as they get all desired and crucial information.
It persuades the audience.


Conciseness - Conciseness means wordiness, i.e, communicating what you want to convey in
least possible words without forgoing the other Cs of communication. Conciseness is a
necessity for effective communication. Concise communication has following features:
It is both time-saving as well as cost-saving.
It underlines and highlights the main message as it avoids using excessive and needless
words.
Concise communication provides short and essential message in limited words to the
audience.
Concise message is more appealing and comprehensible to the audience.
Concise message is non-repetitive in nature.

Consideration - Consideration implies stepping into the shoes of others. Effective
communication must take the audience into consideration, i.e, the audiences view
points, background, mind-set, education level, etc. Make an attempt to envisage your
audience, their requirements, emotions as well as problems. Ensure that the self-respect
of the audience is maintained and their emotions are not at harm. Modify your words in
message to suit the audiences needs while making your message complete. Features
of considerate communication are as follows:
Emphasize on you approach.
Empathize with the audience and exhibit interest in the audience. This will stimulate a
positive reaction from the audience.
Show optimism towards your audience. Emphasize on what is possible rather than
what is impossible. Lay stress on positive words such as jovial, committed, thanks,
warm, healthy, help, etc.

Clarity - Clarity implies emphasizing on a specific message or goal at a time, rather than trying
to achieve too much at once. Clarity in communication has following features:
It makes understanding easier.
Complete clarity of thoughts and ideas enhances the meaning of message.
Clear message makes use of exact, appropriate and concrete words.

Concreteness - Concrete communication implies being particular and clear rather than fuzzy
and general. Concreteness strengthens the confidence. Concrete message has
following features:
It is supported with specific facts and figures.
It makes use of words that are clear and that build the reputation.
Concrete messages are not misinterpreted.

Courtesy - Courtesy in message implies the message should show the senders expression as
well as should respect the receiver. The sender of the message should be sincerely
polite, judicious, reflective and enthusiastic. Courteous message has following features:
Courtesy implies taking into consideration both viewpoints as well as feelings of the
receiver of the message.
Courteous message is positive and focused at the audience.
It makes use of terms showing respect for the receiver of message.
It is not at all biased.

Correctness - Correctness in communication implies that there are no grammatical errors in
communication. Correct communication has following features:
The message is exact, correct and well-timed.
If the communication is correct, it boosts up the confidence level.
Correct message has greater impact on the audience/ readers.
It checks for the precision and accurateness of facts and figures used in the message.
It makes use of appropriate and correct language in the message.














Barriers to listening
A pointed out earlier, listening is not easy and there are a number of obstacles that stand in the way of
effective listening, both within outside the workplace. These
barriers may be categorized as follows.
1.Physiological Barriers: - some people may have genuine hearing problems or deficiencies that prevent
them from listening properly. Once detected, date andgenerally be treated. Some people may have
difficulties in processing information, or memory related problem which make them poor
listeners.Another physiological barrier is rapid though. Listeners have the ability to process
information at the rate of approximately 500 words per minute, where as speaker talk at around
120 words per minute. Since listeners are left with a lot of spare time, there attention may not be
focused on words the speaker is saying, but may under elsewhere.
2.Physical Barriers: - These referred to distraction in the averment such as the sound of an air
conditioner , cigarette smoke, or an overheated room, which interfere with the listening process.
They could also be in the form of information overload. For example, if you are in meeting with
your manager and the phone rings and your mobile beeps at the same time to let u know that you
have the message. It is very hard to listen carefully to what is being said.
3.Attitudinal Barriers :- pre occupation which personal or work related problems can make it difficult to
focus ones attention completely on what speaker is saying, even what is being said is of crime
importance. Another common attitudinal barrier is egocentrism, or the belief that you are more
knowledgeable when the speaker and that you have nothing new to have to learn from his ideas.
People with this kind of close minded attitude may very poor listeners.
4.Wrong Assumptions :- The success of communication depend on the both the sender and receiver, as
we have seen in an earlier unit. It is wrong to assume that communication is the sole
responsibility of the sender or the speaker and that listeners have no role to play. Such an
assumption can be big barrier to listening. For example, a brilliant speech or presentation,
however well delivered, is wasted if the receiver is not listening at the other end. Listeners have
as much responsibility as speakers to make the communication successful, by paying attention
seeking clarification
ns and giving feedback. Another wrong assumption is to think that listening is a passive activity, in which
a listener merely the thoughts of the speaker. On the contrary, real listening or active listening is
hard work it requires speaking sometimes to ask question, agree or disagree with the speaker,
give feedback etc.
5.Cultural Barriers :- accents can be barriers to listening, since they interfere with the ability to
understand the meaning of words that are pronounced differently. The problem of different
accents arises not only between cultures, but also within a culture. For example, in a country like
india where there is enormous cultural diversity, accents may differ even between regions states.
Another type of cultural barrier is doddering cultural values. The importance attached to listening
and speaking differs in westen and oriental cultures. Generally, orientals regeard listening and
silence as almost a virtue, whereas Attach greater importance to speaking. Therefore this would
interfere with the listening process, when two people from these two different cultures
communicate.
6.Gender Barriers :- communication research has shown that gender can be barrier to listening. Studies
have revealed that men and women listen very differently and for different purposes. Women are
more likely to listen for the emotion behind a speakers words, when men listen more for the facts
and the content.
Example :- a salespersons giving a demonstration of a new type of office equipment may be asked by two
colleagues if the equipment will work without ant problem and respond by saying Sure. A male
user may take his at face value, where as the female user may detect some hesitation in his voice.
This is because the male user listen for the content of the message, where as the female user listen
for the tone of the message.
7.Lack of Training :- listening is not an inborn skill. People are not born good listeners. They have to
develop the art of listening through practice and training. Lack of training in listing skills is an
important barrier to listing, in the Indian Context.
8 Bad Listening Habits :- Most people are very average listeners who have developed poor listening
habits that are hard to said and that act as barriers to listening. For example, some people have the
habits of faking attention, or trying to look like a listeners, in order to impress the speaker and
to assure him that they are paying attention. Others may tend to listen to each and and every fact
and, as a result, mis out on the main point

Informational reports. These reports present facts about certain given activity in detail without any note
or suggestions. Whatever is gathered is reported without giving any thing by way of either explanation or
any suggestion. A vice-chancellor asking about the number of candidates appearing at a particular
examination naturally seeks only information of the fact (candidates taking up the examination) of course
without any comment. Generally such reports are of routine nature. Sometimes they may fall under
statutory routine category. A company registrar asking for allotment return within the stipulate period is
nothing but informational routine, falling under statutory but routine report.
Analytical reports. These reports contain facts along with analytical explanations offered by the reporter
himself or may be asked for by the one who is seeking the report. Such reports contain the narration of
facts, collected data and information, classified and tabulated data and also explanatory note followed by
the conclusions arrived at or interpretations. A company chairman may ask for a report on falling trends i n
sale in a particular area. He will in this case be naturally interested in knowing all the details including that
of opinion of any of the investigator.
Research reports. These reports are based on some research work conducted by either an individual or
a group of individuals on a given problem. Indian oil company might have asked its research division to
find some substitute for petrol, and if such a study is conducted then a report shall be submitted by the
research division detailing its findings and then offering their own suggestions, including the conclusions
at which the division has arrived at as to whether such a substitute is these and if it is there can the same
be put to use with advantage and effectively. All details shall naturally be asked and has to be given. In
fact such a report is the result of a research.
Statutory reports. These reports are to be presented according to the requirements of a particular law or
a rule or a custom now has become a rule. The auditor reports to company registrar has to be submitted
as per the requirements of country legal requirement. A return on compensation paid to factory workers
during a period by a factory has to be submitted to competent authorities periodically. These reports are
generally prepared in the prescribed form as the rules have prescribed.
Non statutory reports. These reports are not in the nature of legal requirements or rules wants,
therefore, the reports are to be prepared and submitted. These reports are required to be prepared and
submitted: (i) for the administrative and other conveniences,(ii) for taking decision in a matter (iii) for
policy formulations, (iv) for projecting the future or (v) any thing alike so that efficient and smooth
functioning maybe assured and proper and necessary decision may be taken with a view to see that
every thing goes well and the objectives of the organization are achieved with assured success.
Routine reports. These reports are required to be prepared and submitted periodically on matters
required by the organization so as to help the management of the organization to take decisions in the
matters relating to day to day affairs. The main objectives of routine reports are to let the management
know as to what is happening in the organization, what is its progress where the deviation is, what
measures have been taken in solving the problems and what to do so that the organization may run
smoothly and efficiently. Routine reports are generally brief. They only give the facts. No comments or
explanations are usually offered in such reports. Generally forms are prescribed for preparation and
submission of such reports.
Special reports. Such a type of report is specially required to be prepared and submitted on matters of
special nature. Due to an accident a death of the foreman has occurred in a factory. The factory manager
may ask for a detail report from the head foreman. Such a report is classified as special reports. These
reports contain not only facts and details but they may contain suggestion, comments and explanations
as well.