EFFECTIVE BUSSINESS COMMUNICATION

EFFECTIVE BUSINESS COMMUNICATION

Written by M. Suleman Khan

GIFTED TO HONOURABLE SIR IBRAR ANWAR

Associate Professor
INTERNATIONAL ISLAMIC UNIVERSITY,
ISLAMABAD.
 WHY
EFFECTIVE BUSSINESS COMMUNICATION

Because:
- Communication is life lasting process, we
spend 80 percent of our time while
communicating.
- Effective Communication skills is a special
training program to learn about how to
communicate effectively.
-$37 BILLION is lost annually due to
unproductive meetings in the World.
- Managers says, their should be strong,
effective communication skills and
confidence in any job seeker.
 - Effective Communication skills are critical
for our success whether we are writing,
speaking, listening or attending meetings.
- Necessary to understand:-
1- Your audience
2- Communication between your words and
your body language.
3- Communication value for the person you
are communicating with by knowing his/her
attitude.
4- Purpose of communication.
5- Topic of communication and why you
propose it.
6- Importance of Writing, speaking, listening
and conducting MEETINGS
 Brief overview

Topics to be covered:

1- Writing with a purpose

2- Speaking with confidence
3- Listening effectively
4- Making meetings work
 COMMUNICATION IS A PROCESS OF
COUNTINUEUS SHARING OF INFORMATION
WITH THE PEOPLE THROUGH WRITING,
SPEAKING, LISTENING, AND
UNDERSTANDING.
You have to press at least 4 C's buttons to start
effective communication GAME.
*Concise
*Clear
*Correct
* Convince
WELCOME to the world of persuasion
Remember 2 things!
1st content, clarity conciseness, and
pronunciation.
2nd is grammar and punctuation.

GOLDEN WORDS:
simple and familiar words have power.
1- WRITING WITH PURPOSE
While you start writing consider who are your
audience, what is their level of understanding,
what they need to know and how to serve
them.
At the end write the summary in which you
have to explain your writing purpose in few
summary sentences.

2- SPEAKING WITH CONFIDENSE

Public speaking is most important workplace
skill in order to be selective with in your group.
Consider the rule:
audience will always expect for your success ,
they r interested in you and so they are listen
you and are interested in what are you want to
say to them, whether they are expert or idol.
They want to listen what you have to say about
it. While speaking you must have a strong eye
contract with your friends or your colleague
and consider you are speaking to him only.
On the other hand if there is no one whom you
know then pretend you are just sharing
information to a friend.
If you are still nervous then take a deep breath
and ask yourself that you have no need to be so
seriously, by oh cold hands.
In these situations when speaker find difficult
to speak
*dry mouth
*sweat or cold hands
* tired
* tight thought
* nervous ,upset ,or in angary mood
But you have to make your stage fright work for
you. Speaker also have to know that fear and
anger also require a lot of energy. Involved
body posture and gesture and your fear to
indulge your audience into interest from
beginning to end it is the power of your
presentation.
Fear is your real friend that make speech more
attractive. You only be confident by through
preparation. Minimum three weeks are
required for delivery of a good speech
The most important step in preparing any
presentation is to understand your audience
bibliography. Only strong opening can hook
audience attention.
The secrets of successful speech are as follows:-
*define the purpose of your presentation
before doing anything else.
*spend plenty of time on preparing your talk or
presentation.
* hook the attention of your listener at the
beginning so they become ready to listen rest
of speech.
* tell the audience why you speaking with them
at the beginning, at the middle and at the end
of speech.
* overcome the stage fright by making it work
for you.
* use the stories and anecdotes to bring your
talk most attractive
* evaluate each part of your speech so u
become able to improve your skills
* never stop practicing.
 GOLDEN WORDS
(Effective communication is important not only
with in your organization but also outside of
your organization.)
(Smile, eye contact and handshake are the
important communication skills that will win
other hearts.)
Successful communication required clear
purpose, preparation, understanding your
audience, and effective use of body language.
Remember five arts of listening:-
* don't interrupt
*don’t jump to the conclusion
* don't judge the speaker
* don't be self-centered
*don't tune out
 GOLDEN WORDS
(Good listening skills will make you batter
employee)
*focus on what is saying rather then who is
saying it
* remember age can be a barrier to effective
communication so care about olds.
* by staying focused on a long speech, it is easy
to take notes.

4 - MAKING MEETNGS WORK

The most critical element of any meeting
agenda is the objective, which addresses the
purpose of the meeting
find something positive to say about another
employee’s proposal, even if you disagree with
it.
(((EFFECTIVE BUSSINESS COMMUNICATION)))
IN DETAIL

COMMUNICATION IS A PROCESS OF
COUNTINUEUS SHARING OF INFORMATION
WITH THE PEOPLE BY WRITING, SPEAKING,
LISTENING, AND UNDERSTANDING.

COMMUNICATION PROCESS IS CONSIST OF

IDEAS, ENCODING, CHANNEL, DECODING
feedback(evaluation, interpretation, support,
probing, understanding) AND NOICE.
5 level of communication are:-
1- INTRAPERSONAL COMMUNICATION(means
self talk, self, self concept, self image, self
esteem(archieved role & ascribed role) having 4
steps (self-frame of reference, creativities, self-
talk, risk taking behavior)
2- INTERPERSONAL COMMUNICATION(held
b/w 2 person or more, it's contextual
view(Psychological, Relational, Situational,
Environmental, Cultural) it's development
view(conversations, Dialogues, Interviews and
small group) having 3 functions(Gaining
information, Building a context of
understanding, Establishing identity ) and fulfill
three needs(inclusion(establish
identity),control, Affection(develop relationship
with people i.e. making friend))
MEDIATED COMMUNICATION (held b/w 2
persons via intermediate means i.e. electrical
or mechanical medium i.e. by phone, letters,
reports, forms and interoffice memoranda etc.)
Person to group communication (involves one
person who speak with audience in small
private group it has some characteristics of
interpersonal communication but do not in
large public group, speaker and audience
setting may include face-to-face, microphones
and tape player).
MASS COMMUNICATION( massages sent to
large audience, public, dissimilar and distant
audiences using some intermediate instrument
of transfer, i.e. radio, tv, newspaper, magazine,
book and direct mail campaign, films ,audios,
using internet facilities, computer technology)
(((Guiding principles for communication)))

every task that a manager perform requires

communication skills as:
1-people are not mind readers, they judge u by
ur behavior
2- words r like an arrow never return back
3- we do not exchange ideas
communication takes place ,downward,
upward, horizontal (written or oral)
DOWNWORD COMMUNICATION(instruction,
speeches, meetings, announcements, memos,
notifications, letters, pamphlets, notice boards,
polices statement and procedures etc. fulfill the
need of all concern to employee i.e. promotion.
demotion, work environment , what to & how
to do, thus the r inspired toward common goal,
and created a sense of accomplishment and
inquiry and team in them ).
UPWORD COMMUNICATION(it is travel from
junior /subordinates toward superior and
continue up the organizational hierarchy
(reports ,suggestion, conferences with boss,)
as upper management concerns about
organization performance, its production,
marketing, financial data, employee thinking
etc. so as they make decision accordingly )
HORIZANTAL COMMUNICATION (information
flow horizontally b/w the people at same
organizational level or b/w the people at
different organizational level who have no
direct reporting relationship, ,, it speed up
information flow ,improve understanding, and
coordinate efforts for achievement of
organizational objectives. )

COMMUNICATION DISTENATION (WHERE TO

DELIVER THE MESSAGE )
INTERNAL COMMUNICATION
EXTERNAL COMMUNICATION
BENIFIT OF COMMUNICATION FOR EMPLOYEE
1- CONFLICT RESOLUTION
2- MOTIVATION
3-PROBLEM SOLVING
4- PUBLIC RELATION
BENIFIT OF COMMUNICATION FOR
ORGANIZATION
1- CREATING POSITIVE IMMAGE
2- REDUCING COST
3- IMPROVING EMPLOYEE MORAL
4-INCREASING EMPLOYEE PRODUCTIVITY
MISCONCEPTION ABOUT COMMUNICATION
Barriers to communication are
1- over communication
2- Conflict information
3- language difference
4- interests and attitudes
5- Tendency to Evaluate
6 - badly expressed message
7- loss in transmission
8- poor retention
9- inattentive listening
10 - differing status. possition, and self-
expression
11- prejudices
12- "I" ATTITUDE
13 - RESISTANCE TO CHANGE
14- refutations and arguments
Selecting a topic
1- a topic should be appealing
2- a topic should be intriguing
3- a topic should not tell too much about the
speech
4- a topic should be an integral part of a speach
5- a topic should not too vague
6- select the topic u interested in or search
easily

MEETINGS:
formal meting ,informal meeting have 2
purposes to present information and to solve
problems.

three types of meetings r

 1- informational meeting,
2- suggested solution meeting
3- problem solving meeting
group decision making standard are:
1- agenda(problem identification, problem
analysis, selection criteria, problem solution,
solution evaluation and selection, 2- final
decision(consensus, compromise, majority
vote, decision by leader ,arbitration)
brainstorming)
final decision(consensus, compromise, majority
vote, decision by leader, arbitration)
Styles of group leadership r
Authoritarian
democratic
laissez-faire
# planning the meeting
procedures during the meeting upon which
group success depend r
1- group task role
2- group building and maintenance role
3- individual role

1- Group task roles r

Initiating
information /option seeking
information /option giving
clarifying or elaborating
consensus seeking
implementation
devils advocate
2- Group building And maintenance roles r
encouraging
Expressing group feeling
compromising
gate keeping
setting standard
housekeeping
self understanding
interpersonal understanding
active listening
managing conflicts
stopping conflicts escalation
disruptive behaviors recognition
3- PARTICIPANTS ROLE IN A GROUP MEETING R
organizer
Questioner
factual contributor
Energizer
idea creator
critical tester
conciliator
helper of others
WRITING:
elements of effective writing r (7 C’s)

1- courtesy
2- correctness
3- conciesness
4- clearity
5- Consideration
6- concreateness
7- completeness
1- courtesy (u attitude(people r self
centered,not perfect, expect courtesy),
guidelines(exclude irritating expressions,
include meaningful apologies, include
courteous wording, respond in timely manner,
positive wording, bias-free language).
2- correctness(use right level of language, check
accuracy of words, information and data, use
correct grammar and punctuation, check
spelling)
3-conciesness(Eliminate wordy expressions,
include only relevant material, avoid
unnecessary repetition)
Clarity (choosing precise, concrete & familiar
words, constructing effective sentences &
paragraphs (length, unity, coherence,
emphasis))
concreteness (include as much information as
possible, use active rather than passive verbs,
use vivid, image-building words)
completeness (who, what, when, where, why,
how?)(provide all necessary info, answer all
questions asked, give something extra when
desirable)
writing steps r :-
• planning stage (determine ur purpose,
consider ur reader, choose ur idea,
determine the appropriate content)

• organizing stage(outline the topics u plan to

include, determine the order of the topics)

• drafting stage(develop appropriate beginning

paragraph, develop appropriate ending

paragraph)

• editing stage(Is the information in your

message correct?
• Is the information relevant to your audience?
• Have you provided enough information to
satisfy your reader’s needs?
• Have you covered all your points in the most
logical order?
• Do the most important ideas receive the most
space, and are they placed in the most
prominent position?
• Would the message be more convincing if it
were arranged in another sequence?
• Do you repeat yourself?
• Are details scattered that need to be grouped
together?
• Have you answered all the questions asked by
the reader?
• Have you provided additional info which your
reader will appreciate having?
•)
• proofreading stage(Accuracy of dates,
figures, amounts, numbers, and so forth
• Misspelled words
• Typographic errors
• Omissions and additions of material
• Proper sequencing of material
• Correct format)

Parts of Business Letter:

• Heading - letterhead
• Date
• Inside address
• Salutation
• Attention line
• Subject
• Body
• Complimentary close
• Signature area
• Reference initials
• Enclosure
• Copies line
• Postscripts
Parts of letter
• Essential parts
• Non-essential parts
Essential parts
• Letterhead
• Date
• Inside address
• Salutation
• Body
• Complimentary close
Signature
Non-essential parts • Address notation
• Attention line/ Reference
• Subject line
• Reference initials
• Enclosure
• Copy notation/Carbon copy (CC)
• Mailing notation
• Post script,
 # direct request letters #
1- Requesting information about a person
2- indirect inquiry letters
3- claim letter
• Do’s for refusual letters(Use a neutral or buffered

opening that produces agreement rather than disagreement,

Discuss the facts and analyze the situation in sufficient
detail, which will help convince the reader of your honesty
and sincerity, Consider using an implicit refusal rather than
an explicit refusal. Capitalize on what you can do for the
reader rather than what you cannot do. Use sales-promotion
material whenever appropriate. Offer suggestions to
prevent a recurrence of the problem situation. Make a
counteroffer or counter-proposal, if appropriate , Make
reader action easy, if appropriate.)
don't of refusual letters(1. Avoid the use of negative
words or phrases., 1. Avoid the use of an accusatory tone., 1.
Avoid placing the statement of refusal in a position of
emphasis., 1. Avoid using company policy as the reason for
justifying the refusal.,1. Avoid making suppositions that are not
likely to occur., 1. Avoid apologizing for the action you are
taking. , 1. Avoid a slow-start opening., 1. Avoid a meaningless
closing. 1. Avoid suggesting that problems may arise again in
the future. 1. Avoid phony or insincere empathy.)