Graham and Rhona Beck Skills Centre Blog

Graham and Rhona Beck Skills Centre Blog

Effective Business Communication

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on Monday, 28 July 2014 in Skills Centre Blog

Business Communication:

Communication is a two-way process during which information is transmitted in a special code and by means of a specific channel (or medium) from a sender to a receiver, who reacts to the stimulus by means of feedback.

On the other hand business communication is communication that’s promotes a product, service, marketing, or organization; relays information within a business; or functions as an official statement from a company.

Business communication is an integral part of the organsation both internally and externally. The most widely used language is English and most businesses main language. Thus it is important for all employees to have a sound understanding of the language. There are many factors that influence our communication situation which can lead to a negative or a positive response. These factors would be one’s personality, frame of reference, reasoning and emotions.

Before you can improve your business communication, it is important to first work on your communication skills:

1) Speak effectively, express themselves and convey information clearly

2) Listen well

3) Provide sensible feedback

4) Maintain sound interpersonal relationships

5) Motivate ,encourage and persuade co-workers towards achieving specific goals

6) Consider problems logically and solve them adequately

7) Minimize and resolve conflict

8) Ensure effective team work and group discussions

9) Increase productivity

10) Ensure that the objectives of the organization are achieved

11) Maintain good external public relations, thereby consistently improving the image of the organization concerned

Without business communication the business will cease to function. Business communication is needed for:

a) Exchanging information

b) Exchanging options

c) Making plans and proposals

d Reaching agreement

e Executing decisions

f) Sending and fulfilling orders

g Conducting sales

Non-verbal communication plays also an important role when business communication is involved. Nonverbal communication is the process of communication through sending and receiving wordless (mostly visual) cues between people. It is sometimes mistakenly referred to as body language (kinesics), but nonverbal communication encompasses much more, such as use of voice (paralanguage), touch (haptics), distance (proxemics), and physical environments/appearance. Typically overlooked in nonverbal communication are proxemics, or the informal space around the body and chronemics: the use of time. Not only considered eye contact, oculesics comprises the actions of looking while talking and listening, frequency of glances, patterns of fixation, pupil dilation, and blink rate. (

Our communication method leaves a lasting impression on other people ranging from our voice to our body language.


Face-to-face communication helps to establish a personal connection and will help sell the product or service to the customer. These interactions can portray a whole different message than written communication as tone, pitch, and body language is observed. Information is easier to access and delivered immediately with these interactions rather than waiting for an email or phone call. Conflicts are also easily resolved this way as verbal and non-verbal cues are observed and acted upon. Communicating professional is very important as one is representing the company. Speak clearly and ask questions to understand the needs and wants, let the recipient respond as one resolves the issue. Decisions are made more confidently during a face-to-face interaction as the recipient asks questions to understand and move forward with their decision.


When using email to communicate in the business world, it is important to be careful how things are worded. Miscommunication is very frequent as the reader doesn’t know what non-verbal cues one is giving off, such as the pitch, tone, or expressions. Before beginning an email, make sure the email address one is using is appropriate and professional as well as the message one is going to send. Again, make sure the information is clear and to the point so the recipient isn’t confused. Make sure one includes their signature, title, and other contact information at the end.


When making a business call, make it clear who is on the line and where one is from as well as one's message when on the phone. Smile and have a positive attitude as the recipient will be able to read the caller and that will affect how they react. When leaving a message, make sure one is clear and brief. One should state their name and who they are and why they are calling them as well as contact information. If replying to a voicemail, try to respond as soon as possible and take into consideration the time of day. Don't call too early or too late, as it is important to respect other's time. Also be mindful of where one is and the noise level as well as the people one is around when trying to reach someone by phone.

Types of business communication:

There are two types of business communication namely:

1. Internal Communications

Internal communication takes place within the oragnisation amongst colleagues and peers. Internal communication can be formal, informal or departments providing communication is various forms to employees.

Good communication may help to increase job satisfaction, safety, productivity, profits and it can also decrease the grievances and turnover.

2. External Communication:

External communication involves communicating with people outside the organization. These people would include your customers, suppliers, competitors and the intermediaries.

Sound external communication will lead to an organisation having a higher sales volume, public credibility and operational efficiency and company profits. It should also improve overall performance, public goodwill and corporate image.

By working on the company’s internal and external communication the business can improve both within and outside the business and increase profits as well as decrease turnover.


Business communication can be subdivided into so many categories, but sticking to the basic can help improve your communication skills. Remember always listen to the other person when they speak it shows that you are paying attention and showing respect towards that person’s opinion. Do not interrupt. When done listening give your views and opinion. Make sure when you speak that you speak with a clear tone of voice. Be careful of your mannerism. Make use of your hands when speaking, but not to much. Read the other person’s body language. And most important keep things professional, there will come a time for humor and casual talk.


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