Business communication

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Business communication is communication that is intended to help a business achieve a fundamental goal, through information sharing between employees as well as people outside the company. [1] [2] It includes the process of creating, sharing, listening, and understanding messages between different groups of people through written and verbal formats. [3] The way that people communicate and operate within a business is very vital to how successful the company will be in the business world. Business communication occurs internally, employee-to-employee, or externally, business-to-business or business-to-consumer. This internal and external communication can happen through verbal or non-verbal communication methods. Often these internal and external forms of communication come with barriers, which can prevent the receiver from understanding the information sent by the sender.

Contents

Overview/History

The word communication has been derived from the Latin word communis which implies common. Thus communication may be defined as the interchange of thoughts and information to bring about mutual understanding.

Business communication is closely related to professional communication and technical communication. It encompasses topics such as marketing, [2] brand management, [2] customer relations, consumer behavior, advertising, public relations, [2] corporate communication, community engagement, reputation management, interpersonal communication, employee engagement, internal communication, and event management.

Communication in general is valued even more in international business communications to allow for the understanding of cultures and the overall morale of the operation. [4]

Business communication focuses primarily on achieving goals/aims and, in the case of a public company or organization, increasing the dividends of shareholders. [5]

Types of business communication

Internal

A group of people (4 females and 1 male) sit around an office conference table having a meeting where they are discussing a manuscript. Staff meeting (3).jpg
A group of people (4 females and 1 male) sit around an office conference table having a meeting where they are discussing a manuscript.

Business-to-employee communication, also known as workplace communication, is the exchange of information within an organization. The purpose of some communications is to develop trust, and/or to increase productivity. [6]

This type of business communication includes the flow of information from one level of the business hierarchy to another. Communication that flows from the top of the hierarchy to the bottom ("top-down communication") has been shown to decrease the stress levels of employees if it provides clarification and reassurance to the worker. [7] The amount of information shared in this way is often dependent on a "need to know" basis. [2] This communication may take the form of memos and other internal documents. [8] Although a certain level of top-down communication is helpful, too much communication can be seen by the employee as micromanagement. Upward communication is any communication within the business that is passed through the business hierarchy from the bottom upwards. [2] A suggestion box, which allows low-level workers to communicate with management anonymously, is one example of upward communication. Horizontal communication occurs between individuals who are on the same level in the business hierarchy. [2]

External

Business-to-business communication is sharing information between different other companies, often done to benefit both parties. Business communication can help the company achieve its fundamental goals by informing, persuading, and building good relations with other companies to reach mutual goals. [9]

Business-to-consumer communication, also known as direct-to-consumer, is when a company directly communicates with its consumers about product details or company information. The opposite is when a consumer leaves reviews on a product (or service), which may identify how the company could improve its product.

Methods of business communication

These internal and external types of business communication occur through verbal and non-verbal methods of communication. [3]

Some forms of verbal communication

Some forms of non-verbal communication

Television is an example of a medium which provides both verbal and non-verbal communication.

Face-to-face meetings and presentations are popular methods of communication between employees within an organization; they increasingly feature audiovisual material, like copies of reports, or material prepared in Microsoft PowerPoint or Adobe Flash. Means such as telephone conference and letters allows for communication over long distances. [8] In the 21st century, computer-mediated communication, such as video conferencing and email, has become increasingly prevalent in business. Formal reports are also important in documenting the activities of any department.

Barriers to business communication

There are several barriers that a business might experience when communicating with business partners. Such barriers can prevent one from receiving or understanding messages others use to convey information, ideas, and thoughts. [10] [11] [12] [13] [14]

These often arise because of differences in the states of mind, body, and perspective between sender and receiver, which are a result of how encoding or decoding processes occur. [15] [10]

Business communication studies

Higher learning institutions offer communication courses, and many are now offering business communication courses. These courses teach students how to communicate more effectively. [16] [17] Attending these courses help students understand the communication barriers they might experience when communicating with others. It is suggested that 93% of employers believe that clear communication skills are more important than the students' actual major area of study. [18] Communication competence is an ability that is sought after by employers and often leads to professional success. [19]

Managing negative news

In a business communicating negative news is unavoidable. At one point or the other, it had to be done. It may be about giving the employees some constructive feedback on their work or informing them that they are being laid off. It may have a serious effect on them based on how you choose to deliver those messages.

While communicating negative news, if possible, at first provide some good news, express gratitude, have agreement or understanding, and then discuss and explain the reasons that led to the decision. while communicating negative news, we must be non-judgmental and use non-discriminatory language while doing so. We must be compassionate and fair to them. The next step is to explain the bad news clearly without overemphasizing it, avoid using negative language, and end the communication on a positive and friendly note [20]

Organizations

See also

Related Research Articles

Within the realm of communication studies, organizational communication is a field of study surrounding all areas of communication and information flow that contribute to the functioning of an organization. Organizational communication is constantly evolving and as a result, the scope of organizations included in this field of research have also shifted over time. Now both traditionally profitable companies, as well as NGO's and non-profit organizations, are points of interest for scholars focused on the field of organizational communication. Organizations are formed and sustained through continuous communication between members of the organization and both internal and external sub-groups who possess shared objectives for the organization. The flow of communication encompasses internal and external stakeholders and can be formal or informal.

Cross-cultural communication is a field of study investigating how people from differing cultural backgrounds communicate, in similar and different ways among themselves, and how they endeavor to communicate across cultures. Intercultural communication is a related field of study.

Symbolic communication is the exchange of messages that change a priori expectation of events. Examples of this are modern communication technology and the exchange of information amongst animals. By referring to objects and ideas not present at the time of communication, a world of possibility is opened. In humans, this process has been compounded to result in the current state of modernity. A symbol is anything one says or does to describe something, and that something can have an array of many meanings. Once the symbols are learned by a particular group, that symbol stays intact with the object. Symbolic communication includes gestures, body language and facial expressions, as well as vocal moans that can indicate what an individual wants without having to speak. Research argues that about 55% of all communication stems from nonverbal language. Symbolic communication ranges from sign language to braille to tactile communication skills.

Rapport is a close and harmonious relationship in which the people or groups concerned are "in sync" with each other, understand each other's feelings or ideas, and communicate smoothly.

<span class="mw-page-title-main">Communication studies</span> Academic discipline

Communication studies or communication science is an academic discipline that deals with processes of human communication and behavior, patterns of communication in interpersonal relationships, social interactions and communication in different cultures. Communication is commonly defined as giving, receiving or exchanging ideas, information, signals or messages through appropriate media, enabling individuals or groups to persuade, to seek information, to give information or to express emotions effectively. Communication studies is a social science that uses various methods of empirical investigation and critical analysis to develop a body of knowledge that encompasses a range of topics, from face-to-face conversation at a level of individual agency and interaction to social and cultural communication systems at a macro level.

Intercultural communication is a discipline that studies communication across different cultures and social groups, or how culture affects communication. It describes the wide range of communication processes and problems that naturally appear within an organization or social context made up of individuals from different religious, social, ethnic, and educational backgrounds. In this sense, it seeks to understand how people from different countries and cultures act, communicate, and perceive the world around them. Intercultural communication focuses on the recognition and respect of those with cultural differences. The goal is mutual adaptation between two or more distinct cultures which leads to biculturalism/multiculturalism rather than complete assimilation. It promotes the development of cultural sensitivity and allows for empathic understanding across different cultures.

Marketing communications refers to the use of different marketing channels and tools in combination. Marketing communication channels focus on how businesses communicate a message to its desired market, or the market in general. It is also in charge of the internal communications of the organization. Marketing communication tools include advertising, personal selling, direct marketing, sponsorship, communication, public relations, social media, customer journey and promotion.

<span class="mw-page-title-main">Active listening</span> Technique of both listening to what is said and replying with an accurate summary

Active listening is the practice of preparing to listen, observing what verbal and non-verbal messages are being sent, and then providing appropriate feedback for the sake of showing attentiveness to the message being presented. Active listening is listening on purpose. Active listening is being fully engaged while another person is talking to you. It is listening with the intent to understand the other person fully, rather than listening to respond. Active listening includes asking wide-eyed questions such as, "How did you feel?" or "What did you think?". This form of listening conveys a mutual understanding between speaker and listener. Speakers receive confirmation their point is coming across and listeners absorb more content and understanding by being consciously engaged. The overall goal of active listening is to eliminate any misunderstandings and establish clear communication of thoughts and ideas between the speaker and listener. It may also be referred to as Reflective Listening. By actively listening to another person a sense of belonging and mutual understanding between the two individuals is created. Active listening was introduced by Carl Rogers and Richard Farson, in 1957.

Business education is a branch of education that involves teaching the skills and operations of the business industry. This field of education occurs at multiple levels, including secondary and higher education

Media richness theory (MRT), sometimes referred to as information richness theory, is a framework used to describe a communication medium's ability to reproduce the information sent over it. It was introduced by Richard L. Daft and Robert H. Lengel in 1986 as an extension of information processing theory. MRT is used to rank and evaluate the richness of certain communication media, such as phone calls, video conferencing, and email. For example, a phone call cannot reproduce visual social cues such as gestures which makes it a less rich communication media than video conferencing, which affords the transmission of gestures and body language. Based on contingency theory and information processing theory, MRT theorizes that richer, personal communication media are generally more effective for communicating equivocal issues in contrast with leaner, less rich media.

Personal development or self-improvement consists of activities that develop a person's capabilities and potential, build human capital, facilitate employability, enhance quality of life, and facilitate the realization of dreams and aspirations. Personal development may take place over the course of an individual's entire lifespan and is not limited to one stage of a person's life. It can include official and informal actions for developing others in roles such as teacher, guide, counselor, manager, coach, or mentor, and it is not restricted to self-help. When personal development takes place in the context of institutions, it refers to the methods, programs, tools, techniques, and assessment systems offered to support positive adult development at the individual level in organizations.

Brand engagement is the process of forming an emotional or rational attachment between a consumer and a brand. It comprises one aspect of brand management. Brand engagement will impact brand attachment and has a positive influence on customer purchase intentions. Brands can form these attachments through different strategies that will promote their brand and overall customer satisfaction.

Risk communication is a complex cross-disciplinary academic field that is part of risk management and related to fields like crisis communication. The goal is to make sure that targeted audiences understand how risks effect to them or their communities by appealing to their values.

Knowledge sharing is an activity through which knowledge is exchanged among people, friends, peers, families, communities, or within or between organizations. It bridges the individual and organizational knowledge, improving the absorptive and innovation capacity and thus leading to sustained competitive advantage of companies as well as individuals. Knowledge sharing is part of the knowledge management process.

In the social sciences, coordinated management of meaning (CMM) provides an understanding of how individuals create, coordinate and manage meanings in their process of communication. Generally, CMM is "how individuals establish rules for creating and interpreting the meaning and how those rules are enmeshed in a conversation where meaning is constantly being coordinated", and where "human communication is viewed as a flexible, open and mutable process evolving in an ongoing joint interaction, which enables movement, shifts and evolving ways with each other". CMM embodies this vision and allows interpersonal connection and open conversation among individuals or groups, and can be applicable across multiple academic fields and social scenarios.

<span class="mw-page-title-main">Analytical skill</span> Crucial skill in all different fields of work and life

Analytical skill is the ability to deconstruct information into smaller categories in order to draw conclusions. Analytical skill consists of categories that include logical reasoning, critical thinking, communication, research, data analysis and creativity. Analytical skill is taught in contemporary education with the intention of fostering the appropriate practises for future professions. The professions that adopt analytical skill include educational institutions, public institutions, community organisations and industry.

Workplace communication is the process of exchanging information and wisdom, both verbal and non-verbal between one person/group and another person/group within an organization. It includes e-mails, text messages, notes, calls, etc. Effective communication is critical in getting the job done, as well as building a sense of trust and increasing the productivity of employees. These may have different cultures and backgrounds, and can be used to different norms. To unite activities of all employees and restrain from any missed deadline or activity that could affect the company negatively, communication is crucial. Effective workplace communication ensures that all the organizational objectives are achieved. Workplace communication is tremendously important to organizations because it increases productivity and efficiency. Ineffective workplace communication leads to communication gaps between employees, which causes confusion, wastes time, and reduces productivity. Misunderstandings that cause friction between people can be avoided by effective workplace communication. Effective communication, also called open communication, prevents barriers from forming among individuals within companies that might impede progress in striving to reach a common goal. For businesses to function as desired, managers and lower-level employees must be able to interact clearly and effectively with each other through verbal communication and non-verbal communication to achieve specific business goals. Effective communication with clients plays a vital role in development of an organization and success of any business. When communicating, nonverbal communication must also be taken into consideration. How a person delivers a message has a lot of influence on the meaning of this one.

Sports communication is a specialized field of communication studies that specializes in the elements and examination of communication in a sports setting. The management of communication in sports organizations has evolved towards greater professionalization and incorporating technological innovations.

Workplace relationships are unique interpersonal relationships with important implications for the individuals in those relationships, and the organizations in which the relationships exist and develop.

Cultural communication is the practice and study of how different cultures communicate within their community by verbal and nonverbal means. Cultural communication can also be referred to as intercultural communication and cross-cultural communication. Cultures are grouped together by a set of similar beliefs, values, traditions, and expectations which call all contribute to differences in communication between individuals of different cultures. Cultural communication is a practice and a field of study for many psychologists, anthropologists, and scholars. The study of cultural communication is used to study the interactions of individuals between different cultures. Studies done on cultural communication are utilized in ways to improve communication between international exchanges, businesses, employees, and corporations. Two major scholars who have influenced cultural communication studies are Edward T. Hall and Geert Hofstede. Edward T. Hall, who was an American anthropologist, is considered to be the founder of cultural communication and the theory of proxemics. The theory of proxemics focuses on how individuals use space while communicating depending on cultural backgrounds or social settings. The space in between individuals can be identified in four different ranges. For example, 0 inches signifies intimate space while 12 feet signifies public space. Geert Hofstede was a social psychologist who founded the theory of cultural dimension. In his theory, there are five dimensions that aim to measure differences between different cultures. The five dimensions are power distance, uncertainty avoidance, individualism versus collectivism, masculinity versus femininity, and Chronemics.

References

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