Business Communication

Q. 5. What is the importance of listening skills in business?

Ans: The importance of listening skill in business is enormous. The ability to speak well is a
necessary component to successful communication. The ability to listen is equally as important.
Good listening is an art. A good listener is generally interested in what the speaker has to
convey. A good listener knows the art of getting much more than what the speaker is trying to
convey. A good listener knows how to prompt, prod, persuade. A good listener puts a speaker
at ease helps articulate and facilitates the speaker to get across the message in full and with
clarity. A good listener should also not have any biases and should cultivate the right
temperament. A positive attitude helps in making listening effective.

Listening skills are very essential for business success

Development of listening skills at various levels is very essential for business success. Every
business has its stakeholders and there is communication taking place all the time between the
organization and the stakeholders. If communication within the organization has to be
purposeful, people need to listen to each other attentively. Hearing without listening is often a
common refrain needing attention. Progressive organizations encourage the people within to
learn and adopt active listening.·

Businesses thrive on listening

In information era, modern organizations are described as information processing units. There
is so much that is happening that needs to be shared with the clients and other interested
parties. Today's worker is being described as the 'Knowledge Worker'. People have to
constantly upgrade their skills and knowledge, whatever be the business or profession. Reading
is undoubtedly an important source for skill and knowledge upgradation but active listening too
can make a significant contribution.

Listening contributes to knowledge upgradation

Listening skills are becoming particularly relevant for the service industry like banking and
financial services. In these organizations, businesses involve person-to-person interactions.
Products are sold and services provided over counters and through customer outlets. Quite
often, the product is not standardized, but tailor-made to suit specific requirements. These
organizations are making relentless efforts to know customer requirements and respond to
them. Organizations which make a conscious effort in this regard are described as 'Listening
Organizations'. Behavioural skills and attitudes that focus on attending to the customer are-far
more relevant today than in the past.

Listening organizations listen sincerely

Good listening skills are particularly relevant in dealing with customer complaints and
employee grievances. Suggestions will be more forthcoming when people in authority lend a
patient ear. The customers of today seek reassurance, that they are being heard. Whim they
come up with a complaint, the minimum that an. organization has to ensure is that there is
someone there who lends a patient ear to what the complainants have to say. In most
organizations, there are meetings and other interactive forums where business related issues
are discussed and issues resolved. All these can be effective only when people learn to listen..

In sum, we can say that listening skills are vital in business area and it is not passive
activity but the opposite.

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Q.2 Describe briefly objectives of communication

1. Communication is goal oriented : Communication have many objectives depending upon

the group and context. Communication within the family, in a classroom, theatre, seminar and in
the boardroom has different objectives. The objectives are defined depending upon the group
and the purpose to be achieved. Communication is largely goal oriented and the objective of
any personal communication would depend upon the person or group one is addressing and the
purpose or object one has in mind.

2. Communication is thus the means to an end. Each group has a different set of goals and
objectives. Communication aims at subserving those goals. In each group, the dominant
objective of communication would be to inform, connect, educate, entertain, motivate, provoke,
integrate, reassure and persuade.

3. Communication is common to every business: Communication is common to every

business, whatever be its primary function. Business organizations exist for the purpose of
meeting specific needs of the community in which they operate. Every business organization
sets its goals and objectives in relation to the specific need it aims to fulfill.
4. Communication helps to get across and accomplish results: Business organizations are
multi-disciplinary in nature. Communication encompasses wide areas and is inter-disciplinary in
approach. The objectives, activities and inter-relationships of a business organization
necessitate communication to subserve its many diverse objectives.
5. Communication is dynamic and situation specific
Business organizations today function. in an extremely dynamic context. Nothing ever remains
the same for long. There are mergers and acquisitions, joint ventures, high employee turnover
etc, All these developments have had their impact on the conventional methods of
organizationa communication.

6. Communication extends across all functional areas

The .objectives of communication both internal and external. cover multifarious facets of
organizational functioning. Within the organization, it covers varied functions. such as planning,
directing, controlling, coordinating, reviewing, monitoring and staffing. Communication supports
every business function

The objectives of business communication include the following:-

1. To inform

The first and foremost objective of any communication is to inform. In today's world, information
is power. Communication brings power through information. The dissemination of information
covers a wide range of areas, both internal and external. People within the organization have to
be kept informed about the organizational goals, objectives, procedures, processes, systems,
priorities and strategies.

2 To educate

Another objective of communication in an organization is to educate. This process of education

may extend to customers as well. This may be done through product literature, publicity,
presentations and demonstrations.

3. To train

Communication is an integral component of any training programme. Business organizations

need to train people to achieve proficiency in specific skills. They have to provide working
knowledge and attitudinal inputs through training programmes to employees at various
hierarchical levels. The process of communication is important in training .

4 To motivate

High levels of morale and motivation are a must to ensure high levels of productivity and
efficiency on a sustainable basis. Communication provides the means to keep the motivation
levels high.

5.To integrate

Large business organizations have different business units, departments and territorial
divisions. Each of them pursues different goals, sub-goals and target sections. Communication
provides the means for an integrated approach in pursuing organizational goals.

6. To relate

Good business relationships are a must for the continued success of any business
organization. It is communication that provides the means for building and nurturing mutually
beneficial relationships which are both internal and external.

7. To promote

Promotional efforts are a must for any organization to fully achieve its objectives.
Communication aims at customer information, customer education, customer communication
and customer retention. Companies have to organize effective promotional measures, which
seek to inform, educate, persuade and actualize the clients/markets. Communication
constitutes the basic plank on which promotional strategies are built.

8 To entertain

Every business is not necessarily a serious business. Whatever may be the nature of business,
there is a time for entertainment. Communication facilitates entertainment; It facilitates social
bonding and lighter moments that help in releasing tension, fostering camaraderie and getting
rid of negative feelings.

9 To facilitate decision-making

Any such decision-making depends on the availability of adequate and timely inputs. It calls for
facts, figures, analysis, deliberation, clarification, confirmation and evaluation. Communication-
both oral and written facilitates decision-making in any business organization.

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Q.3 What are the essential elements of effective communication?

Effective communication is very much the result of hard work. Good communication does not
occur accidentally. It calls for proper planning, understanding human behaviour, choice of
physical facilities and mechanical or electronic devices and the organizational context. Essential
for effective communication are as follows:-.

1. Clarity about the purpose

Every communication has an objective. One should be clear about what one wants to achieve
through the process of communication. The objective of any communication is not just to
receive or convey a message. The communicator has to ensure that the message reaches the
receiver. Any message that is not backed by a clear and well-developed idea becomes
purposeless communication,

2 Understand the process of communication

Another essential for effective communication is the need to understand how the process of
communication works and the principles and tools of communication. Appreciate the various
steps involved in communication and it is necessary to have a good understanding of the mode,
channels, types, instruments, methods and barriers relating to communication.

3. Target Audience

The intended message cannot bring about the desired result unless it reaches the right person
or group of persons. The message should address the target group. For the communication to
be effective, it should be properly focused.

4 Be well informed

The initiator of the communication should be well informed about the message he wants to pass
on. The initiator should also have the right perspective about the message and be in a position
to appreciate the context in which the message is being communicated.

5 Plan communication

In order to be effective, any communication is to be well planned. The message to be

conveyed, the words to be chosen, the action to be sought, the feedback is to be obtained. All
are need to be carefully considered.
.6 Be positive in approach
Another requirement for effective communication is a positive approach· and the right mental
attitude. The communicator should learn to overcome barriers and look for positive signals.

7 Avoid extreme feelings

Extreme and strong feelings are not conducive to effective communication. Anger, depression
and frustration adversely impact the thought process and thereby distort what is intended to be
conveyed or what needs to be conveyed:

8 Sincerity

Effective communication demands a certain degree of honesty and sincerity on the part of the
parties involved in the communication. It is necessary that the messages are given sincerely
and truthfully.

9 Be consistent

Communication is mostly a regular process, rather than a one time affair. When communication
takes place on a regular basis, it is necessary to be consistent. It is necessary not to contradict
oneself. There may be scope for modification or correction but not for contradiction.
10 Appreciate the time factor

In any communication, especially in business communication, time is of essence. Speed' and

timeliness contribute significantly to the effectiveness of communication.

11 Use proper modes and channels

Effectiveness of the communication will depend on the choice of methods and instruments.
There are times when written communication cannot convey a message as forcefully as oral
communication.
12 Be cost conscious

The process of communication quite often entails costs. There are direct and indirect costs
involved in sending messages. These costs vary depending upon the method of
communication and the means of transmission. Organizations should, therefore, make
conscious efforts to make communication systems efficient and cost effective.

13 Obtain feedback

The person communicating the message calls for feedback to reassure himself that the
message has reached the target as envisaged. Feedback provides valuable information and
helps in evaluating the efficacy and reliability and helps in understanding the mistakes
committed ip encoding and decoding the message and losses in transmission. Mistakes, if
any, can be dealt with by undertaking effective corrective measures.

14 Avoid communication overload

To be effective, communication should always be in measured doses. Effective communicators

learn communication in line with receptivity and avoid excesses.

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Q.4 What type of communication the body language is? Narrate various dimensions
keeping in mind the adages: Bodies do not lie , face is the index of mind

Ans : There are many ways in which a human body expresses itself. These expressions may
be obvious or subtle, conscious or unconscious, complementary or contradictory. It is said that
bodies don't lie and body language, therefore, tells the truth. If you are tired, you can't sit erect;
if you are sleepy, your eyes tend to shut; if you are bored, you tend to yawn. Skilful
communicators can express themselves in many ways as long as they are conscious of the fact
that various parts of the body may intentionally or otherwise carry a message. A keen listener or
observer can make sense from the body expressions as well. Facial expressions, eye
movements and the state of the eyes and the variety and intensity of the human voice can and
do convey different meanings. Anger, wonder, shock, grief, terror, indifference, seriousness,
friendliness, approval, disapproval; exasperation, and many other feelings can be expressed
through body language. In some professions, where the facial and body expressions are
important, they are consciously cultivated. The success movie stars, actors often depends on
their ability to cultivate and display a wide range of expressions as the situation demands.

Bodies do not lie: According to researchers, the non-verbal part of communication has an
overwhelming impact. It is said that less than 10% of the effect of a speaker on an audience is
accounted for by words.
The head, the gait, the walk, the carriage are various facets of body language. Nodding of the
head to convey consent or approval and vigorous shaking of the head to convey dissent are
also common,

Face is the index of the mind: It is said that the face is the index of the mind. The thoughts of
the mind and the feelings of the heart often find expression in the face, Good communicators
learn to read and interpret facial expressions. Common phrases used to describe facial
expressions include:
a) The face that launched a thousand ships'
b) To make a face
c) The smile of acknowledgement or recognition
d) To carry a wooden expression
e) To carry a mask on one's face

Eyes are highly expressive

The eyes are indeed the most expressive part of the human face, The eyes of a person are
often said to tell a tale. The feelings of the heart quite often find expression through the eyes. In
the expression of love, affection, sincerity, etc. eye contact becomes crucial. Some of the words
and expressions used are as follows:
 Twinkle in his eyes.
 Furtive glance

 Eyes emitting fire

 Worried look Sad look
 Wary look
 Unsettling stare
 Cold stare
The effect of the Voice

Human voices, through their variations, convey different meanings. Speech or oral delivery
reaches the audience better through voice modulation. It is generally understood that the voice
has distinct features like –

a) Tone - harsh, soft, whisper

b) Pitch - high, low

c) quality - controlled or uncontrolled

d) Pace - Rapid, slow

e) Force – Intensity

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Q. 9 Describe the essentials components of a good report writing

Report writing is an essential skill for professionals in almost every field. Each kind of report has
its characteristics. An enquiry report or a survey report is essentially a fact-finding report and
should bring out the facts clearly. A Directors' Report, on the other hand, is the detailing of the
developments or the progress relating to the business organization during a particular period. A
committee report may not only bring out facts and figures, but also cover the alternative
viewpoints expressed by the members and final recommendations. Notwithstanding these
features specific to the reports, there are certain essential features good report writing:-
1. Issue in perspective
The first essential for any good report is to bring out the issue in its proper perspective
emphasizing the pros and cons. Be it a progress report; a survey report, an analytical report or
an enquiry report, the subject should be presented in an unbiased and objective manner. Both
the positive and negative aspects of the issues studied should be covered in the report.

2 Authoritative facts and figures

The report writer should ensure that the facts and figures quoted in the report are authentic
and reliable. The data quoted in the report is likely to be made use of by several other
individuals and agencies. When the data quoted is taken from secondary sources, care should
be taken to see that the sources are reliable and cross-verified.

3 Maintain a judicial approach

The report writer should keep to measurable facts and verifiable details. Impressionistic
statements and inaccuracies will have to be avoided. A good report calls for an effective
assessment based on authentic facts and figures. Human errors, biases and any kind of
selective reporting have no place in report writing. Good reports are those where the report
writer maintains non-partisan attitude.

4 In-depth analysis

Any report that does not go into the details of the subject studied may turn out to be peripheral
requiring additional information. The reporting authority or the report writer, as the case may
be, should make it a point to meticulously go about collecting all related information for
inclusion in the report.

5 Alternative viewpoints

The purpose of a report is to get the facts in proper perspective. There should be an intention
to get the inputs or views from different persons who are in a position to throw light on the
subject or incident under study. Although the final recommendations may be based on a
consensus or majority view, the fact that some other views were also expressed during the
course of deliberations or enquiries should also be mentioned.

6 Appropriate annexures

Most reports contain relevant annexures, which cover additional information which is pertinent
to the matter dealt within the-body of the report. Such annexures normally include charts,
graphs, relevant statistics, questionnaires and so on. Care should be taken to ensure that any
such' charts, maps and tables are relevant to the matter under study and enhance
understanding.