BUSINESS COMMUNICATION SKILLS

: BUSINESS COMMUNICATION SKILLS

Created by: Atul Jain
 Page 1


Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
1
BUSINESS COMMUNICATION SKILLS 
Introduction:- 
 
Developing good business communication skills is as much about the ability 
to develop good content as it is about good form. Business documents must 
maintain certain standards and should be, at most, recognizable 
internationally.  
 
Documents can be classified into two types: internal and external. Internal 
documents circulate within the organization and may include memos, reports 
and proposals.  
 
External documents circulate outside of the organization. Examples include: 
letters, tenders, proposals and reports. The external environment may 
include clients, customers, suppliers, stockholders, government, media and 
the general public. 
 
 
 
 
 
 
 
 
 
 
Page 2


Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
1
BUSINESS COMMUNICATION SKILLS 
Introduction:- 
 
Developing good business communication skills is as much about the ability 
to develop good content as it is about good form. Business documents must 
maintain certain standards and should be, at most, recognizable 
internationally.  
 
Documents can be classified into two types: internal and external. Internal 
documents circulate within the organization and may include memos, reports 
and proposals.  
 
External documents circulate outside of the organization. Examples include: 
letters, tenders, proposals and reports. The external environment may 
include clients, customers, suppliers, stockholders, government, media and 
the general public. 
 
 
 
 
 
 
 
 
 
 
Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
2
 
Unit 1 
 
Business Communication: 
What is Business Communication? 
Strong Business Communication skills are critical to the success of any 
organization despite its size, geographical location, and its mission. Business 
communication is intertwined with the internal culture  and external image 
of any organization. It therefore determines what is communicated, by 
whom, and at what level in the organization. Ultimately, good business 
communication practices assist the organization in achieving its objectives 
by informing, persuading and building good will within both the internal 
environment and, the external environment.  
 
If organizations are to survive and prosper in the rapidly changing global 
environment, they must continually change the way communication 
processes are structured and delivered. This global environment forces us to 
think about communication issues against the backdrop of culture, 
technology and competition, which continually raise legal and ethical 
concerns.  
 
Meaning of Communication: 
The word “Communicate” comes from the Latin verb “Communicare” that 
means to impart, to participate, to share or to make common. By virtue of its 
Latin origin it is also the source of the English word “Common”.    
 
Page 3


Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
1
BUSINESS COMMUNICATION SKILLS 
Introduction:- 
 
Developing good business communication skills is as much about the ability 
to develop good content as it is about good form. Business documents must 
maintain certain standards and should be, at most, recognizable 
internationally.  
 
Documents can be classified into two types: internal and external. Internal 
documents circulate within the organization and may include memos, reports 
and proposals.  
 
External documents circulate outside of the organization. Examples include: 
letters, tenders, proposals and reports. The external environment may 
include clients, customers, suppliers, stockholders, government, media and 
the general public. 
 
 
 
 
 
 
 
 
 
 
Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
2
 
Unit 1 
 
Business Communication: 
What is Business Communication? 
Strong Business Communication skills are critical to the success of any 
organization despite its size, geographical location, and its mission. Business 
communication is intertwined with the internal culture  and external image 
of any organization. It therefore determines what is communicated, by 
whom, and at what level in the organization. Ultimately, good business 
communication practices assist the organization in achieving its objectives 
by informing, persuading and building good will within both the internal 
environment and, the external environment.  
 
If organizations are to survive and prosper in the rapidly changing global 
environment, they must continually change the way communication 
processes are structured and delivered. This global environment forces us to 
think about communication issues against the backdrop of culture, 
technology and competition, which continually raise legal and ethical 
concerns.  
 
Meaning of Communication: 
The word “Communicate” comes from the Latin verb “Communicare” that 
means to impart, to participate, to share or to make common. By virtue of its 
Latin origin it is also the source of the English word “Common”.    
 
Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
3
Thus, communication is defined as the process of conveying or transmitting 
a message from one person to another through a proper channel.  
 
 
Elements of Communication:- 
 
For communication to exit there must be at least four basic elements: 
- A Sender/Encoder 
- A Receiver/Decoder 
- Message 
- Channel and Medium  
 
SENDER                    MESSAGE                                RECEIVER       
RESPONSE          
                 CHANNEL 
 
 
   Sent        GAP      Received  
                                                        FEEDBACK 
Encoder/Sender:  
- Encodes Message 
- Chooses Appropriate Channel 
- Chooses Appropriate Medium 
- Solicits Feedback 
- Attempts to Minimize Noise 
 
 
Page 4


Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
1
BUSINESS COMMUNICATION SKILLS 
Introduction:- 
 
Developing good business communication skills is as much about the ability 
to develop good content as it is about good form. Business documents must 
maintain certain standards and should be, at most, recognizable 
internationally.  
 
Documents can be classified into two types: internal and external. Internal 
documents circulate within the organization and may include memos, reports 
and proposals.  
 
External documents circulate outside of the organization. Examples include: 
letters, tenders, proposals and reports. The external environment may 
include clients, customers, suppliers, stockholders, government, media and 
the general public. 
 
 
 
 
 
 
 
 
 
 
Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
2
 
Unit 1 
 
Business Communication: 
What is Business Communication? 
Strong Business Communication skills are critical to the success of any 
organization despite its size, geographical location, and its mission. Business 
communication is intertwined with the internal culture  and external image 
of any organization. It therefore determines what is communicated, by 
whom, and at what level in the organization. Ultimately, good business 
communication practices assist the organization in achieving its objectives 
by informing, persuading and building good will within both the internal 
environment and, the external environment.  
 
If organizations are to survive and prosper in the rapidly changing global 
environment, they must continually change the way communication 
processes are structured and delivered. This global environment forces us to 
think about communication issues against the backdrop of culture, 
technology and competition, which continually raise legal and ethical 
concerns.  
 
Meaning of Communication: 
The word “Communicate” comes from the Latin verb “Communicare” that 
means to impart, to participate, to share or to make common. By virtue of its 
Latin origin it is also the source of the English word “Common”.    
 
Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
3
Thus, communication is defined as the process of conveying or transmitting 
a message from one person to another through a proper channel.  
 
 
Elements of Communication:- 
 
For communication to exit there must be at least four basic elements: 
- A Sender/Encoder 
- A Receiver/Decoder 
- Message 
- Channel and Medium  
 
SENDER                    MESSAGE                                RECEIVER       
RESPONSE          
                 CHANNEL 
 
 
   Sent        GAP      Received  
                                                        FEEDBACK 
Encoder/Sender:  
- Encodes Message 
- Chooses Appropriate Channel 
- Chooses Appropriate Medium 
- Solicits Feedback 
- Attempts to Minimize Noise 
 
 
Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
4
Decoder/Receiver: 
- Decodes Message  
- Practices Active Listening 
- Provides Feedback 
 
P.S. For communication to be more effective there should be Common 
Background and Purpose, Interest, Cooperation between Sender and 
Receiver.  
 
Medium VS. Channel: 
These two terms are often confused in business communication. 
Understanding the distinction is essential to understand business 
communication. Consider the following examples:- 
 
Channel          air 
Medium   airplane 
Channel   water 
Medium  boat 
 
The Choice of the Channel and by extension the Medium should therefore 
be determined by the following: 
1- Purpose of communication 
2- Ability of Encoder to effectively use the medium 
3- Effectives of the medium to deliver the message.  
 
 
 
Page 5


Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
1
BUSINESS COMMUNICATION SKILLS 
Introduction:- 
 
Developing good business communication skills is as much about the ability 
to develop good content as it is about good form. Business documents must 
maintain certain standards and should be, at most, recognizable 
internationally.  
 
Documents can be classified into two types: internal and external. Internal 
documents circulate within the organization and may include memos, reports 
and proposals.  
 
External documents circulate outside of the organization. Examples include: 
letters, tenders, proposals and reports. The external environment may 
include clients, customers, suppliers, stockholders, government, media and 
the general public. 
 
 
 
 
 
 
 
 
 
 
Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
2
 
Unit 1 
 
Business Communication: 
What is Business Communication? 
Strong Business Communication skills are critical to the success of any 
organization despite its size, geographical location, and its mission. Business 
communication is intertwined with the internal culture  and external image 
of any organization. It therefore determines what is communicated, by 
whom, and at what level in the organization. Ultimately, good business 
communication practices assist the organization in achieving its objectives 
by informing, persuading and building good will within both the internal 
environment and, the external environment.  
 
If organizations are to survive and prosper in the rapidly changing global 
environment, they must continually change the way communication 
processes are structured and delivered. This global environment forces us to 
think about communication issues against the backdrop of culture, 
technology and competition, which continually raise legal and ethical 
concerns.  
 
Meaning of Communication: 
The word “Communicate” comes from the Latin verb “Communicare” that 
means to impart, to participate, to share or to make common. By virtue of its 
Latin origin it is also the source of the English word “Common”.    
 
Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
3
Thus, communication is defined as the process of conveying or transmitting 
a message from one person to another through a proper channel.  
 
 
Elements of Communication:- 
 
For communication to exit there must be at least four basic elements: 
- A Sender/Encoder 
- A Receiver/Decoder 
- Message 
- Channel and Medium  
 
SENDER                    MESSAGE                                RECEIVER       
RESPONSE          
                 CHANNEL 
 
 
   Sent        GAP      Received  
                                                        FEEDBACK 
Encoder/Sender:  
- Encodes Message 
- Chooses Appropriate Channel 
- Chooses Appropriate Medium 
- Solicits Feedback 
- Attempts to Minimize Noise 
 
 
Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
4
Decoder/Receiver: 
- Decodes Message  
- Practices Active Listening 
- Provides Feedback 
 
P.S. For communication to be more effective there should be Common 
Background and Purpose, Interest, Cooperation between Sender and 
Receiver.  
 
Medium VS. Channel: 
These two terms are often confused in business communication. 
Understanding the distinction is essential to understand business 
communication. Consider the following examples:- 
 
Channel          air 
Medium   airplane 
Channel   water 
Medium  boat 
 
The Choice of the Channel and by extension the Medium should therefore 
be determined by the following: 
1- Purpose of communication 
2- Ability of Encoder to effectively use the medium 
3- Effectives of the medium to deliver the message.  
 
 
 
Arab British Academy for Higher Education. 
 
www.abahe.co.uk 
5
 
Other Elements:- 
Response: 
 When the sender transmits the message, he expects a response. The 
response may be immediate or deferred, favorable or unfavorable.  
 
Feedback: 
Feedback is essential to the communication process. It tells the sender  of the 
message that the message has been received and understood and the purpose 
fulfilled, whether it is to persuade or inform or for good will reasons. 
Feedback both reassures the sender and indicates that the receiver is 
involved in active listening. Feedback should always be solicited by the 
sender, and in the best case built into the process of communication.  
 
 
General Guidelines for Effective Communication:- 
 
1- Clarity of Purpose: this requires careful planning. Lack of planning 
becomes the first major barrier in communication. Communication 
does not take place. We have to make all possible efforts to 
understand the why’s and how’s, the when and where, and above all 
the “what” of our message. As George Berneard Shaw says, “The 
major mistake in communication is to believe that it happens.” 
2- Shared Activity: Lets not forget that effective communication is the 
responsibility of all persons in the organization. At any level – 
managerial or no managerial. They are all working towards a common 
goal. It means that all of them have a share, directly or indirectly, in 
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