Business Communication_Parakramesh Jaroli_Pacific University

Parakramesh Jaroli_MBA(Dual) I Sem

Business Communication..?

Business communication is communication that promotes a product, service,

marketing, or organization; relays information within a business; or functions as an official

statement from a company.

Communication is the flow of information and understanding from one person to

another at the same level or at different levels. It is a process which enables management to

allocate and supervise the work of the employees.

Two-way process of reaching mutual understanding, in which participants not only

exchange (encode-decode) information but also create and share meaning.

“Communication is the sum of all things, one person does when he wants to create

understanding in the minds of another, it involves a systematic and continuous process

of telling, listening and understanding.” --Allen Louis

Communication has been defined “As the transfer of information from one person to another

whether or not it elicits confidence.” --Koontz and O’Donell

“Communication is an exchange of facts, ideas, opinions or emotions by two or

more persons.” --George Terry

Communication is defined as “the process of passing information and understanding from

one person to another, it is essentially a bridge of meaning between people. By using

the bridge of meaning a person can safely cross the river of misunderstanding.”--Keith Davis

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It’s Process

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Nature of Business Communication

It is a process.

It is inevitable.

Meaning based.

Communication could be intentional and unintentional.

Communication is systematic.

A two-way traffic.

Communication is a social process.

A dynamic process.

Continuous process.

Communication involves interaction and transaction.

It is spiraling process.

It is contextual.

Needs proper understanding.

Leads achievement of the organizational objective.

Dispels misunderstanding.

It shares thoughts and ideas, which produce response.

It is the life blood of the business.

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Scope of Business Communication

The scope of communication includes:

Information Sharing :

To transmit information from a source to target individuals or groups.

Information can be:

- policies and rules

Changes and development in the organization.

Special rewards and awards.

Settlements with the union.

Major changes in the organization.

Feedback :

Give feedback to employees on their achievements

To the departments on their performance.

Higher management on the fulfillment of goals.

Control :

Information is transmitted to ensure that plans are being carried out according to the

original design. Communication helps to ensuring such control.

Influence :

Information is power. One purpose of communication is to influence people.

Problem-Solving :

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In many cases communication helps to solving problems.

Many meetings are held between the management and the unions on some issues to find

solution.

Alternative solutions may be held to solve a problem and evolve a consensus.

Decision-Making :

For arriving at a decision several kinds of communication are needed.

Facilitating Change :

Change can be brought about effectively by communication.

Group Building :

Communication helps in building relationships. If communication breaks down the group

may breakdown.

Gate Keeping :

Communication helps to build linkages of the organization with the outside world.

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Importance of Business Communication

It brings people closer.

It saves time in any formal set up.

It breaks the barrier between individuals / groups.

It results in common understanding of any idea/ thought.

It adds to the knowledge base.

It removes many misunderstanding & misconceptions.

It can act as a means of entertainment (through Audio-visual means).

It can influence the actions of people.

It can change the attitude of people.

Facilitates Planning: Effective planning occurs when everyone responsible for it has

access to complete information affecting areas of planning.

Facilitates Decision Making: Quality of decisions largely depends on the quality of

information. Moreover effective communication system also helps in communicating

decisions to the person concerned.

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Importance of Effective Communication in the Modern Business

Communication is one of the most important facilitators of modern business. In its

broadest sense, the importance of modern business is to effect change, to influence, action

toward the welfare of the organization. It is essential in business, govt., military

organizations, hospitals, schools, committees’ homes; anywhere people deal with one

another. The importance of communication in modern business may be stated follows:

1. Basis of effective leadership: Communication transmits the leader’s idea and

opinions to the followers. Think about political leaders who lead and guide the people

for the betterment of the society or to fulfill any specific purpose.

2. Basis for the movement of ideas and information: It helps to move ideas and

information from one person to another person. It can develop a chain of

understanding through two-way communication.

3. Provision for data for decision making: it helps the manager to obtain data for

decision making, to assist in searching problem, and to know what action are needed.

Therefore, communication acts like a storehouse where data, idea or information are

available to deal with.

4. Smooth and efficient functioning: It helps in all managerial function, such as

planning, organizing, directing, motivating and controlling. It server as a fuel to

managerial operation and function. Therefore, it makes a chain between past, present

and future and helps for effective performance.

5. Delegation of authority and responsibility: It helps in decentralization of authority

and delegation of responsibility to right person. Through downward communication,

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superior delegates authority and responsibility to the subordinates. Proper assignment

of job and division labor calls for better output.

6. Increase in managerial competence: It helps to improve managerial competence and

efficiency. Manager use various techniques or tools to command or control over

resources. Continues tracking is possible in terms of communication.

7. Minimization of cost and time: Efficient communication attempts to minimize time

and cost in case of exchange of information. If any message is required to be

communicated to thousands of people then we have to think about Newspaper,

Television, or Radio which are strong media for communicating any message around

the globe.

8. Basis information: It acts as a basis of information to each department and helps the

employees to perform their respective jobs. So, any action to be taken requires a basis

and communication between organization or within organization provides such basis.

9. Fulfillment of Organizational objectives: It fulfills the organizational objectives by

co-operation and co-ordination among the managerial and working staffs.

10. Efficient Human Resources Management: Human resources are recruited, trained

and motivated through effective communication. Recruitment involves circular by the

organization towards general people. Then interested candidates apply and on the

basis of their merit, they are recruited by the respective organization and

transformation according to their skillness. The whole activities involve verbal or

non-verbal communication.

11. Creation of Employee motivation and moral: Managers provide incentives to

motivate their subordinates and maintain strong invisible chain. Motivation is based

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on situation and therefore what should be the way of motivation required judgement

by the superior. The perfect motivation towards right person involves effective

communication.

12. Establishment of public Relation: The management can create cordial relations with

govt. customers, creditors, shareholders, regulatory bodies, trade unions and the

society as a whole. It ensures sound relation

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1. Sender / Encoder: Sender / Encoder is a person who sends the message. A sender

makes use of symbols (words or graphic or visual aids) to convey the message and

produce the required response. For instance - a training manager conducting training

for new batch of employees. Sender may be an individual or a group or an

organization. The views, background, approach, skills, competencies, and knowledge

of the sender have a great impact on the message.

2. Encoding: Encoding is the process where the information you would like to

communicate gets transferred into a form to be sent and decoded by the receiver.

3. Channel: Channels are the way you convey your message. These channels include

verbal such as telephone, and face-to-face conversations as well as non-verbal such as

e-mail and text messaging. Each individual channel has its strengths and weaknesses

in terms of communicating.

4. Decoding: Decoding is on the receiving end of communication. This stage is just as

important as encoding. Communication can go downhill at this stage if the receiver is

not practicing active listening skills or if they do not possess enough information to

accurately decode the message.

5. Receiver: Receiver is a person for whom the message is intended or aimed. The

degree to which the decoder understands the message is dependent upon various

factors such as knowledge of recipient, their responsiveness to the message, and the

reliance of encoder on decoder.

6. Feedback: Feedback is the main component of communication process as it permits

the sender to analyze the efficacy of the message. It helps the sender in confirming the

correct interpretation of message by the decoder. Feedback may be verbal (through

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words) or non-verbal (in form of smiles, sighs, etc.). It may take written form also in

form of memos, reports, etc.

Formal Communication

As stated above that the formal communication network has to do with operational

communication. In an effective organization communication flows in the following

directions:

1. Downward Communication: This is the flow of communication form people at

higher level to those the lower level in the organizational hierarchy. This kind of

communication implies the authoritarian structure of an organization. It is used for

purpose as giving instruction-providing information about policies and procedures

giving feedback about performance and indoctrinating or motivating. The kinds of

media used for downward oral communication include instruction, speeches,

meetings, the telephone and even the grapevine. Downward written communication

takes the form of memos, letters, handbooks, pamphlets, policy statements, manuals,

and so on.

2. Upward communication: This type of communication travels from subordinates to

superiors and continues up the organizational hierarchy. Unfortunately, managers in

the communication chain who filter the information- especially unfavorable messages

to their superiors, often hinder this flow. Upward flow of communication is also

useful in providing ideas for improvement of activities and information about feelings

on work. Upward communication is primarily non-directive and is usually found in

participate and democratic organization environment. Techniques for upward

communication-besides the chain of command – are suggestion system, appeal and

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grievance, complaint system, counseling sessions, joint setting of objective, the

grapevine, group meetings, the practice of open-door policy, moral questionnaire, exit

interviews and attitude survey. In recent years many companies have also set up

system that give employees a confidential way to get a message to top management

outside the normal chain of command. If an employee has a problem or an idea.

Effective upward communication requires an environment in which subordinates feel

free to communicate.

3. Crosswise Communication: The form of communication includes the horizontal

flow of information (among people on the same or similar organizational levels and

the diagonal flow of information (among persons at different organizational levels

who have no direct reporting relationships. This type of communication is used to

speed information flow to improve understanding and to coordinate activities for the

achievement of organizational objective. A great deal of communication does not

follow the organizational hierarchy but cuts across the chain of command. As

organizations become more diversified and individual tasks become more specialized

the need for communication increases. The organizational environment provides

many occasions for crosswise oral communication. This kind of communication

occurs when, individual of different departments are grouped into task tem or project

organization. In addition crosswise written communication keeps people informed

about the organization. These written forms include the company newspaper,

magazine, or bulletin boards. Because information may not follow the normal chain of

command, proper safeguard need to be taken to prevent potential problems.

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The Informal Communication

Formal organizational chart illustrates how information is supposed to flow. However

in actual practice, chart cannot prevent people from talking with one another. In the

management language it is called as “grapevine”. The informal network is not a single

network but a complex relationship of smaller networks consisting of groups of people. The

relationship is made even more complex by the fact that these people may belong to more

than one group and that group membership and the links between and among groups are

continually changing. As people go about their work they have casual conversations with

their friends in office. Although many of the conversations deal with personal matters,

business matters are also discussed. In fact 80% of the information that travels along the

grapevine pertains to business. Grapevine usually carries far more information than the

formal communication system. Keith Davis states: “People cannot resist the grapevine. It

offers the latest news and usually that news is reasonably accurate. More of the news is about

people, such as their friendship, conflicts and experiences. Since formal communication

carries very little of this type of information we must listen to the grapevine in order to be

fully informed. In addition much of the grapevine occurs by person-to-person contact which

helps us become a part of social groups and receive social satisfaction.”

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Types of Communication-face

Interviews

Meetings

Conferences

Seminars

Workshops

Class-room lectures,

Stage-acting,

Public lectures, etc.

Dynamics of effective face to face communication are.

1. In face to face communication at least two individuals (receiver and sender) should be

physically and mentally present at the place of communication.

2. In face to face communication there should be proper encoding with most appropriate

and pleasing words by sender.

3. In face to face communication there should be proper decoding by the receiver after

receiving the message.

4. In face to face communication there should be some (Partial / full) response or

feedback. Since it is direct, great care should be taken in the selection of the words

which should be appropriate and polite.

In today's business world, much of our communication takes place via electronic

methods such as email and text messages. Often, employees report that it is hard to

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understand the context or meaning behind a message that is received electronically. In

person, this is often easier to do because of visual cues from facial expressions.

Facial expressions include such actions as smiling, frowning, eye rolling, eye contact,

scowling, and appearing bored or interested. Other facial expressions might indicate interest

or excitement or even shock, like opening one's eyes or mouth widely. Winking might

indicate that we are joking about the remark we made, or flirting with the person to whom we

are speaking! Raising our eyebrows often indicates that we are surprised or do not believe the

statement we are hearing.

The interpretations we assign to these facial expressions vary greatly, so we must be

careful when using them to prepare ourselves for the way in which they may be assigned

meaning. Many of the facial expressions we make are ones we are accustomed to from our

own cultural, familial, and business backgrounds. Because we understand facial expressions

differently based on our background and experience, we can easily misunderstand the intent

behind such nonverbal cues. Eye contact is an example of a facial expression that can easily

be misunderstood. Different cultures assign different meanings to eye contact. In America a

moderate level of eye contact is expected in business dealings, while in other countries such

as Libya, eye contact between men and women is impolite.

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Teleconferencing

Teleconferencing means meeting through a telecommunications medium. It is a generic term

for linking people between two or more locations by electronics. There are at least six types

of teleconferencing: audio, audiographic, computer, video, business television (BTV), and

distance education. The methods used differ in the technology, but common factors

contribute to the shared definition of teleconferencing:

Use a telecommunications channel

Link people at multiple locations

Interactive to provide two-way communications

Dynamic to require users' active participation

Types of Teleconferences:-

1. Audio Teleconference: Voice-only; sometimes called conference calling.

Interactively links people in remote locations via telephone lines. Audio bridges tie all

lines together. Meetings can be conducted via audio conference. Preplanning is

necessary which includes naming a chair, setting an agenda, and providing printed

materials to participants ahead of time so that they can be reviewed.

Distance learning can be conducted by audio conference. In fact, it is one of the most

underutilized, yet cost effective methods available to education. Instructors should

receive training on how to best utilize audio conferences to augment other forms of

distance learning.

2. Audiographics Teleconference: Uses narrowband telecommunications channels to

transmit visual information such as graphics, alpha-numerics, documents, and video

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pictures as an adjunct to voice communication. Other terms are desk-top computer

conferencing and enhanced audio. Devices include electronic tablets/boards, freeze-

frame video terminals, integrated graphics systems (as part of personal computers),

Fax, remote-access microfiche and slide projectors, optical graphic scanners, and

voice/data terminals. Audiographics can be used for meetings and distance learning.

3. Computer Teleconference: Uses telephone lines to connect two or more computers

and modems. Anything that can be done on a computer can be sent over the lines. It

can be synchronous or asynchronous. An example of an asychronous mode is

electronic mail. Using electronic mail (E-Mail), memos, reports, updates, newsletters

can be sent to anyone on the local area network (LAN) or wide area network (WAN).

Items generated on computer which are normally printed and then sent by facsimile

can be sent by E-Mail.

Computer conferencing is an emerging area for distance education. Some institutions

offer credit programs completely by computer. Students receive texts and workbooks

via mail. Through common files assigned to a class which each student can assess,

teachers upload syllabi, lectures, grades and remarks. Students download these files,

compose their assignment and remarks off-line, then upload them to the common

files. Students and instructors are usually required to log on for a prescribed number

of days during the week. Interaction is a large component of the students' grades.

Through computers, faculty, students and administrators have easy access to one

another as well as access to database resources provided through libraries. The

academic resources of libraries and special resources can be accessed such as OCLC,

ERIC, and Internet.

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Administrators can access student files, retrieve institutional information from central

repositories such as district or system offices, government agencies, or communicate

with one another. Other resources can be created such as updates on state or federal

legislation.

4. Video Teleconference: Combines audio and video to provide voice communications

and video images. Can be one-way video/two-way audio, or two-way video/two-way

audio. It can display anything that can be captured by a TV camera. The advantage is

the capability to display moving images. In two-way audio/video systems, a common

application is to show people which creates a social presence that resembles face-to-

face meetings and classes and enables participants to see the facial expressions and

physical demeanor of participants at remote sites. Graphics are used to enhance

understanding. There are three basic systems: freeze frame, compressed, and full-

motion video.

Video conferencing is an effective way to use one teacher who teaches to a number of

sites. It is very cost effective for classes which may have a small number of students

enrolled at each site. In many cases, video conferencing enables the institution or a

group of institutions to provide courses which would be canceled due to low

enrollment or which could not be supported otherwise because of the cost of

providing an instructor in an unusual subject area. Rural areas benefit particularly

from classes provided through video conferencing when they work with a larger

metropolitan institution that has full-time faculty.

Through teleconferencing, institutions are able to serve all students equitably.

Move Information - Not People

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Electronic delivery is more efficient than physically moving people to a site, whether it is a

faculty member or administrator.

Save Time: Content presented by one or many sources is received in many places

simultaneously and instantly. Travel is reduced resulting in more productive time.

Communication is improved and meetings are more efficient.

Lower Costs: Costs (travel, meals, lodging) are reduced by keeping employees in the

office, speeding up product development cycles, improving performance through

frequent meetings with timely information.

Accessible: Through any origination site in the world. Larger Audiences: More

people can attend. The larger the audience, the lower the cost per person.

Larger Audiences: More people can attend. The larger the audience, the lower cost

per person.

Adaptable: Useful for business, associations, hospitals, and institutions to discuss,

inform, train, educate or present.

Flexible: With a remote receive or transmit truck, a transmit or receive site can be

located anywhere.

Security: Signals can be encrypted (scrambled) when it is necessary. Encryption

prevents outside viewers.

Unity: Provides a shared sense of identity. People feel more a part of the group...more

often. Individuals or groups at multiple locations can be linked frequently.

Timely: For time-critical information, sites can be linked quickly. An audio or point-

to-point teleconference can be convened in three minutes.

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Interactive: Dynamic; requires the user's active participation. It enhances personal

communication. When used well for learning, the interactivity will enhance the

learning and the teaching experience.

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Videoconferencing

Videoconferencing is the conduct of a videoconference (also known as a video conference or

video teleconference) by a set of telecommunication technologies which allow two or more

locations to communicate by simultaneous two-way video and audio transmissions. It has

also been called 'visual collaboration' and is a type of groupware.

Impact on Business:-

Videoconferencing can enable individuals in distant locations to participate in

meetings on short notice, with time and money savings. Technology such as VoIP can be

used in conjunction with desktop videoconferencing to enable low-cost face-to-face business

meetings without leaving the desk, especially for businesses with widespread offices. The

technology is also used for telecommuting, in which employees work from home. One

research report based on a sampling of 1,800 corporate employees showed that, as of June

2010, 54% of the respondents with access to video conferencing used it “all of the time” or

“frequently”.

Intel Corporation have used videoconferencing to reduce both costs and

environmental impacts of its business operations.

Videoconferencing is also currently being introduced on online networking websites,

in order to help businesses form profitable relationships quickly and efficiently without

leaving their place of work. This has been leveraged by banks to connect busy banking

professionals with customers in various locations using video banking technology.

Videoconferencing on hand-held mobile devices (mobile collaboration technology) is

being used in industries such as manufacturing, energy, healthcare, insurance, government

and public safety. Live, visual interaction removes traditional restrictions of distance and

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http://en.wikipedia.org/wiki/Mobile_collaboration

http://en.wikipedia.org/wiki/Video_banking

http://en.wikipedia.org/wiki/Telecommuting

http://en.wikipedia.org/wiki/VoIP

http://en.wikipedia.org/wiki/Groupware

http://en.wikipedia.org/wiki/Technology

http://en.wikipedia.org/wiki/Telecommunication


time, often in locations previously unreachable, such as a manufacturing plant floor a

continent away.

In the increasingly globalized film industry, videoconferencing has become useful as

a method by which creative talent in many different locations can collaborate closely on the

complex details of film production. For example, for the 2013 award-winning animated

film Frozen, Burbank-based Walt Disney Animation Studios hired the New York City-based

husband-and-wife songwriting team of Robert Lopez and Kristen Anderson-Lopezto write

the songs, which required two-hour-long transcontinental videoconferences nearly every

weekday for about 14 months.

Although videoconferencing has frequently proven its value, research has shown that

some non-managerial employees prefer not to use it due to several factors, including anxiety.

Some such anxieties can be avoided if managers use the technology as part of the normal

course of business.

Researchers also find that attendees of business and medical videoconferences must

work harder to interpret information delivered during a conference than they would if they

attended face-to-face. They recommend that those coordinating videoconferences make

adjustments to their conferencing procedures and equipment.

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http://en.wikipedia.org/wiki/Kristen_Anderson-Lopez

http://en.wikipedia.org/wiki/Robert_Lopez

http://en.wikipedia.org/wiki/New_York_City

http://en.wikipedia.org/wiki/Walt_Disney_Animation_Studios

http://en.wikipedia.org/wiki/Burbank,_California

http://en.wikipedia.org/wiki/Frozen_(2013_film)

http://en.wikipedia.org/wiki/Film_industry

http://en.wikipedia.org/wiki/Globalization


Telephone Communication

Telephone communication is one of the most important forms of communication within the

company. Although today its use is being replaced by other forms of communication (such

as email), phone use is one of the most common means by which to materialize both internal

and external communications.

It is very important in business because it is the medium through which the first contact

with, or from the company is made. So, before any personal contact, the usual thing is to

make a phone call to arrange an interview or to specify any matter or topic. The interlocutor

at the other end of the line will form an idea about the company depending on the impression

after this first telephone contact.

The Importance of Telephone Communication in Business:-

1. Personal and Immediate: Short of talking with someone face-to-face, a phone call is

the best way to get a personal response. If the person you called is available, you can

take care of business on the spot. With other forms of communication, such as texting

or email, you leave a message and hope for a quick response. Phone calls have a vocal

backup in the form of voice mail. The caller can leave a detailed voice message,

without the restriction of a certain number of characters or typing a text message on a

tiny cell-phone keypad.

2. Effective: Dr. Albert Mehrabian’s 1967 study, “Inference of Attitudes from Nonverbal

Communication in Two Channels,” named three components of effective

communications: body language accounts for 55 percent, voice tone for 38 percent

and spoken words for 7 percent. On the telephone, voice tone give dimension and

emotion to words, increasing the effectiveness of the communication. Certain body

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language, such as smiling and standing while talking, may come through in the

conversation. Texting and emails are simply words open to interpretation by the

receiver, without the benefit of voice tone or body language.

3. Interactive: Teleconferencing calls bring people together from all over the

organization at a fraction of the cost of travel and meeting facilities. Attendees can

phone in using a toll-free number and access code to join a virtual conference room

where members can interact with the moderator and other members. Conference calls

can be used in conjunction with video conferencing to view presentations, ask

questions via the Internet and discuss answers with all attendees.

4. Confidential: Some communications, such as condolences, disciplinary issues,

sensitive and confidential issues, should be handled with a personal phone call.

Taking the time to make a phone call carries more weight than an impersonal text or

email. Without the opportunity for two-way communication, sensitive issues may be

misinterpreted. Text messages and emails become legal documents and can be

retrieved as evidence long after deletion. Some businesses monitor and record phone

conversations between employees and customers for training purposes. Deleted voice-

mail messages may not be retrieved and do not leave a record of the conversation.

5. Safe: Making phone calls while driving may be hazardous, but Bluetooth technology

makes hands-free dialing and conversation safe – freeing up travel time to provide

availability for business calls. Texting and emailing while driving are hazardous and,

in some states, illegal.

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Voicemail

Voicemail (also known as voice message or voice bank) is a computer based system that

allows users and subscribers to exchange personal voice messages; to select and deliver voice

information; and to process transactions relating to individuals, organizations, products and

services, using an ordinary telephone. The term is also used more broadly to denote any

system of conveying a stored telecommunications voice messages, including using

an answering machine.

The Advantages & Disadvantages of Using Voicemail in Your Business:-

1. History: Voicemail systems began as a replacement for earlier analog answering

machines, but developed many new features over time due to their digital storage of

messages. Voicemail systems can now be used to route calls and messages to the

proper recipient, or connect telephones to other technologies, such as email and help

desk ticketing systems. Voicemail has become the ubiquitous and expected result

when calling an unanswered phone.

2. Significance: Voicemail systems allow businesses to efficiently route phone calls --

but your customers may not see efficiency in the same way your business does. When

your customer must spend time navigating your voice mail system only be told that

she will receive a call back "as soon as possible," the message is sent that your

employees' time is more valuable than your customers. On the other hand, voice mail

systems are far cheaper than the labor necessary to ensure that all incoming calls are

answered by a human being.

3. Features: As of 2010, modern voice mail system offer technological advancements,

including voice recognition, automatic language translation and incoming call routing

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http://en.wikipedia.org/wiki/Answering_machine

http://en.wikipedia.org/wiki/Voice_message


based on the past history with that phone number. Implement these technologies only

when it is appealing to your customers to do so.

4. Considerations: Determine the amount of incoming call volume you expect from any

marketing or sales endeavor your business undertakes, and what immediate

presentation should be offered to the customer when he calls. When an incoming call

is likely to be a customer ready to make a purchase, a salesperson should handle those

calls to avoid losing sales. A similar argument holds true for incoming support calls

for past sales, as your future relationship with the customer may be at stake.

5. Benefits: A well-implemented voicemail system can provide benefits to the customer

and the business. Customers should be provided with the option to immediately leave

a message at any time, rather than wait on hold or be forced to navigate the system.

This demonstrates a respect for the value of her time -- provided, of course, that their

message gets to the right person regardless, and receives a prompt reply. This

efficiency allows you to lower your staff expenses while maintaining customer

satisfaction.

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Importance of Body Language & Grooming in Presentation

Many people who give speeches don’t realize the importance of body language and

nonverbal communication. The truth is that people will see you before they hear you speak,

and how they see you influence how they hear you.

People cannot live without each other, we are social beings. As soon as we are in contact with

others we are communicating. For this we can make use of spoken and written language. In

these ways we make the content of a message clear to each other. However we can also

communicate without words. This kind of communication tells us something about the

relationship between people. Often this is more important than getting the content of the

message across. The communication about this non spoken communication, which tells us

something about the relationship between people, is called Meta-Communication.

1. Posture

A speaker’s posture gives the audience a good idea of his state of mind. Slouching

and slumping makes you seem weak and ineffectual, and will cause the audience to

lose interest in what you have to say. Conversely, standing tall will catch people’s

attention and give them the impression that you know what you’re talking about.

When facing an audience, remember to stand with your back straight and your chest

out. The easy way to do this is to pull your stomach in. This will automatically push

your chest out and pull your shoulders back.

Your stance is also an important part of posture. The key is to stay balanced and

relaxed at all times. Ideally you should stand with your feet apart, at about the length

of your shoulders. For added balance, you may also stand with one foot slightly

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http://www.speechclub.com/content/public-speaking-tips/public-speaking-preparation/assessing-your-audience


forward. Do not stand with your feet too wide apart or too close together. This will

weaken your balance and make you thoroughly uncomfortable.

2. Eye contact

Looking your audience in the eye is essential for making effective presentations. Eye

contact helps bring about a connection to your audience and makes it difficult for

them to focus on anything else but you. Eye contact connotes confidence, sincerity

and openness, while the lack of it connotes fear, guilt, and dishonesty.

3. Hand Gestures

Gesturing with your hands can be a useful emphatic tool, provided it’s done right.

You can occasionally gesture with your hands in order to underscore a point or direct

your audience’s attention towards something interesting. The operative word here is

occasionally. You are not conducting an orchestra. Gesturing too much can distract

the audience from what you’re trying to say, and may even make you look nervous.

If you are not sure what to do with your hands, it’s perfectly alright not to gesture at

all. You may keep your hands at your sides, on the podium, or holding a microphone.

Instead of gesturing, you can underscore your points by effective pauses, facial

expressions, or a change in speaking tone or inflection.

Words are inadequate:

When we connect with a person, we also have to make it clear to each other how the

content of a spoken message needs to be interpreted. How we do this says something

about the relationship we have with the other person, or think we have anyway. Often

words are inadequate for this purpose. For instance we do not tell each other that

easily how we feel about each other, or how the words of a message need to be

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interpreted. To make the meaning of our words clear we use body language. Body

language is a language without spoken words and is therefore called non verbal

communication. We use body language all the time, for instance looking someone in

the eyes means something different than not looking someone in the eyes. In contact

with others it is just not possible to be not communicating something.

Used to express feelings:

Body language is used especially to express feelings. For instance if we do not like

someone, it is often difficult to say that directly to the person. However we can make

it clear either intentionally or unintentionally through body language. The opposite is

also true. We may say that we ARE angry through words yet our body language may

be saying loud and clear that we are NOT. This can be very confusing for the receiver.

This is usually described as giving out double messages - one message in words and

an opposite message in body language. It is also difficult to lie or cover up our

feelings through body language. People may give their true feelings away by not

being aware of their body language. Research has shown that most people pay more

attention to, and believe more readily, their impression of how a person acts through

body language than what is said through words. As a consequence we tend to doubt,

or put a question mark behind, the spoken words if they do not correspond with the

language of the body.

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http://www.selfgrowth.com/bodyl.html

http://www.selfgrowth.com/bodyl.html


Tips for Using Visual Aids in Presentations and Public Speaking

1. For printed visual aids with several paragraphs of text, use serif fonts (a font is a

typeface) for quicker readability.

2. For computer and LCD projectors use sans serif fonts, especially if the point size

(letter size) is quite small.

3. Arial is a sans serif font. Times is a serif font. (A serif font has the extra little cross-

lines at the ends of the strokes of the letters. Interestingly, serif fonts originated in the

days of engraving, before printing, when the engraver needed a neat exit from each

letter.)

4. Extensive sections of text can be read more quickly in serif font because the words

have a horizontal flow, but serif fonts have a more old-fashioned traditional

appearance than sans serif, and so stylistically can seem old-fashioned, which does

not fit certain presentations.

5. If you need to comply with a company/corporate typeface (font/letter design) you'll

maybe have no choice of lettering style. If you are creating and delivering the

presentation for a company or organization of any sort then ask if there is a

recommended/compulsory 'house' typeface, and if so, then use it, along with corporate

colour/color schemes and branding. Marketing departments usually keep this

information.

6. Generally try to use no more than two different typefaces (fonts) and no more than

two size/bold/italic variants, or the text presentation becomes confused and very

distracting to read quickly and easily.

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7. Whatever - try to select fonts and point sizes that are the best fit for your medium and

purpose.

8. If in doubt simply pick a good readable serif font and use it big and bold about 20-

30pt for headings, and 14 - 16 point size for the body text.

9. Absolutely avoid using upper case (capital letters) in lots of body text, because people

need to be able to read word-shapes as well as the letters, and of course upper-case

(capital letters) makes every word a rectangle, which takes much longer to read, and

becomes uncomfortable and tiring. Upper-case is acceptable for short headings if you

really must use it, but even for headings lower-case lettering is best. If you want to

emphasize some words or headings then increase the point (letter) size in headings,

or embolden the words in the body text. Also use phrasing/wording that is easy to

understand quickly (by an eight-year-old child).

Presentation Delivery:

Delivering the presentation is the most important step of the process. This is where you

make the primary contact with your audience. Consider the following points in order to

deliver an effective presentation.

Be prepared for your presentation. Complete the designing phase of the presentation

and practice it a few times before you actually do it. This is the most important part

of your presentation. Know the content of your presentation in and out. When you

know your presentation, you can recover if something goes wrong.

Use true examples to explain your points. If these examples are common to you and

the audience, it will have a great impact. Use your personal experiences to show them

the practical point of view.

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Relax! Stay relaxed and calm during the presentation. Your body language is quite

important for the audience. If they see you tensed, they may not receive what you

say. They may even judge you!

Use humour in the presentation. Use it naturally to make your point. Do not try to

crack jokes when you are not supposed to do it.

Pay attention to details. Remember the old saying; devil is in details. Choose the

place, people and materials wisely.

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Group Presentation

1. Hook the audience at the beginning: Every good speech entices the listener at the

beginning of the speech. A group speech is no different. The introduction matters.

2. Introduce the team: Somewhere in the introduction, the cast of characters presenting

should be introduced.

3. Write transitions: Every time members of the team switch into a speaking role, the

speech should include a coordinated transition. Something simple might work: “Next,

Emily will discuss the financial piece of this event.” Followed by a quick, “Thanks,

Will.”

4. Move: The speaker should take center stage or a position in the foreground of the

delivery area. Other members should flank the speaker by being visually “behind” the

speaker.

5. Utilize visual aids well: Look at the audience while presenting, not the visual aid.

6. Share the work with visual aids: During a group presentation, the speaker should

not be behind a computer or podium. Switch this job to a current non-speaker.

7. Build in strategic pauses: Rushing through your thoughts is a bad move in individual

speeches, but in group speeches, rushing inspires more rushing. Slow it down. Pause.

Don’t try to fill every moment with sound.

8. Pay attention to each other: There’s nothing that inspires audience boredom like

presenter boredom. If you’re not the speaker, but you’re on the team, at least feign

interest. Watch the speaker, respond nonverbally to the speaker. This sets the tone for

how your audience will view the speaker and his/her information.

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9. Conclude the speech: The speech should be tied together at the end with key

repetition of ideas and closing remarks. This is your chance to make the speech a

cohesive one.

10. Practice: Rehearse the speech together at least three times. You should be able to

predict the moves of your co-presenters to forgo the awkward stares at each other

when someone misses a cue.

How to prepare a group presentation:-

Follow these steps to devise a good presentation.

1. Organise the structure of your presentation into the sections:

a. Introduction

b. Middle sections

c. Conclusion

2. Allocate sections to each speaker. Make sure that each speaker has approximately the

same amount of information to report. Make sure the presentation is well balanced

with

a. each speaker speaking for about the same time

b. each speaker only speaking once.

3. Decide where visuals are needed and prepare these visuals. Make sure that your slides

are effective.

4. Keep the message punchy.

a. Avoid long lists of equations and detailed technical information.

5. Give every slide a title.

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6. Prepare the talk. Make the language of your presentation formal enough.

a. Avoid informal language and slang.

7. Prepare your notes.

8. Rehearse with the group.

a. Check the structure.

b. Check the timing.

c. Check your delivery.

d. Make any necessary changes and prepare the final version. Rehearse again.

Giving the presentation:-

1. Create a good impression. Look professional!

Set up chairs for each speaker.

Check equipment (projector, slides).

Look enthusiastic.

2. Do not read from your full report.

It looks as if you are very badly prepared.

It turns the presentation into a reading exercise.

It is very hard to do it well!

3. Do not write detailed calculations on the board.

It is very boring for the audience.

It looks as if you are badly prepared.

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It takes up too much time.

4. Avoid changing speakers more than you have to. Too many short sections make the

presentation disjointed.

5. ALWAYS: the first speaker should state the aim of the presentation and provide an

overview of the structure of the presentation. For example: The aim of our

presentation is to …….There are three main parts to our presentation. First,… Next,

….Finally,……

6. ALWAYS: each speaker should clearly state the topic of their part of the presentation.

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Business Communication_Parakramesh Jaroli_Pacific University

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Transcript of Business Communication_Parakramesh Jaroli_Pacific University