It is not what you say, it is how you say because personality always wins the day.

It is not what you say, it is how you say because personality always wins the day.

1

Definition:-It is giving, receiving or exchanging information, opinion or idea by writing, speech or any other means so that message communicated is understood by the recipient and is motivated to take requisite action.The purpose of communication is to inform, persuade or motivate the listener / reader towards a desired action. Therefore all business communications are purposive / goal oriented so measure of effectiveness depends on the extent to which final goal is achieved.

Visual Presentation Written CommunicationOral CommunicationListening and reading informational CommunicationSocial CommunicationTechnological CommunicationEmployment CommunicationOrganizational Communication.

2

Components of Business Communication:- The basic Component of effective business communication is knowledge and proper language for specific purpose. As communication is purposive language is also purposive. We Communicate verbally as well as non verbally. Communication is never in vacuum. It needs some listener or readers . Communication oils the gears that operates the machinery of business. It occupies 90% of executives working day.

It includes oral presentation, memo writing, basic grammar, formal and informal report writing and analytical report writing.

In 1995 national business association developed following standard for business school graduates.

3

BUSINESS KNOWLEDGE AND SKILLGeneral Accounting Economics Finance Information Systems Marketing Computer Science Management Decision Sciences Organizational Behavior Business Policy Electronic CommerceSpecific Knowledge and skills specific to the executives industry and company Technical knowledge Trade practices Competitors and company personnel

COMMUNICATION KNOWLEDGE AND SKILLSGeneral Listening Writing Reading Editing Speaking Nonverbal communication Technology skills Phone etiquette Word Processing Spreadsheets Computerized slide presentation E-mail procedures Communication theory and processesSpecific Progress reporting Meeting coordination and leadership Industrial relations Supervisory relations culture Information-processing skills Insight Judgement

Corporate culture Decision-making skills Information-processing skills Insight Judgment Knowledge of external publics and environmental factors Leadership skills Organizing Planning Controlling Directing Leading International business skills Language fluency Cross-cultural training Diversity appreciationArbitration and negotiation Interviewing Persuasion Public speaking Media relations Social relations (as a company representative) Multidirectional communication skills Internal vs. external Personal vs. mass communication Peer vs. superior vs. subordinate Organizational communications Newsletters Mass meetings Management conferences Training sessions Company communication policies Formats Media choice Crisis-management policy

BUSSINESS COMMUNICATIONTypes Of Communication1.Direct2.Indirect3.Situational4.Positive5.Negative6.Neutral

HOW TO GIVE A YES REPLYTo Begin the letter give reason for writing yes letter, and its main idea . Middle is to contain details of good news ,re affirm the guarantees ,if any and describe the product offered

GUIDELINES FOR A NO LETTERWrite it in an inoffensive mannerMake reader believe that it is the circumstances or situation and not the merit of his/her order which is responsible for noAgree with the reader in some wayGive a sincere complementShow that the possibility of fulfilling the request was thereMention good news of interest to the reader

DELIVERING POSITIVE INFORMATIONExtremely Positive First than less positive so on and so forthThrough Positive method following category of messages can be delivered(a)Positive Information(b)Neutral Information(c) Negative Information

DELIVERING NEGATIVE INFORMATIONMostly it should be indirect however it can be direct as well depending upon the situation.ADDITIONAL DIRECT NEGATIVE MESSAGEWhen writing to friends who might be offended by an indirect approach

DELIVERING NEUTRAL INFORMATIONIt contains information of equal or even higher Importance than positive but emotional contents are less i.e. acknowledgements, inquiries, requests for credit information's, personnel's evaluation and compliance with requests.

ROUTINE REQUEST & ORDER LETTERS Routine Request Letter:-Requesting for some information , product etc. Clearly writing what information is required. Routine Order Letter : Clearly mention what is being ordered , its complete specifications ,size, quantity and time of fulfillment of order etc.

BUSINESS LETTERSRrrroutine Claim Letters:-A demand or request for refund, payment for damages, a replacement ,for some thing defective , exchangesThe Basic Plan of Writing:-State the requisite actionsGive reasonEnd by Appreciating or thanking