Assumptions-eg. assuming others see situation same as you, stage.

stage. The crux of the message in both the statements is the

BUSINESS COMMUNICATION

has same feelings as you same: You want an individual within an organization to
Distrusted source, erroneous translation, value judgment, undertake a project. The manner in which it is stated brings
state of mind of two people about a difference in approach. Further, expressions that might
hurt or cause mental pain to the receiver should, as far as
Perceptual Biases: People attend to stimuli in the
possible, be ignored. For this it becomes essential that the I
environment in very different ways. We each have shortcuts
attitude be discarded in favor of the you-attitude. Develop-
that we use to organize data. Invariably, these shortcuts
ment of interest in the you will perforce make the other
introduce some biases into communication. Some of these
individual also see the point of view of the other. At the time
shortcuts include stereotyping, projection, and self-fulfilling
of emphasizing the you-attitude, only the positive and
prophecies. Stereotyping is one of the most common. This
pleasant you-issues should be considered. If it is being used
is when we assume that the other person has certain
as a corrective measure, then the results are not going to be very
characteristics based on the group to which they belong
positive or encouraging.
without validating that they in fact have these characteristics.
2. Clarity. Absolute clarity of ideas adds much to the meaning
Interpersonal Relationships: How we perceive
of the message. The first stage is clarity in the mind of the
communication is affected by the past experience with the
sender. The next stage is the Makes comprehension easier
individual. Percpetion is also affected by the organizational
transmission of the message in a manner which makes it
relationship two people have. For example, communication
simple for the receiver to comprehend. As far as possible,
from a superior may be perceived differently than that from a
simple language and easy sentence constructions, which are
subordinate or peer
not difficult for the receiver to grasp, should be used.
Cultural Differences: Effective communication requires deci-
4. Correctness. At the time of encoding, the sender should
phering the basic values, motives, aspirations, and assumptions
ensure that his knowledge of the receiver is comprehensive.
that operate across geographical lines. Given some dramatic
The level of knowledge, educational background and status
differences across cultures in approaches to such areas as time,
of the decoder help the encoder in formulating his message.
space, and privacy, the opportunities for mis-communication
In case there is any discrepancy between the usage and
while we are in cross-cultural situations are plentiful.
comprehension of terms, miscommunication can arise. If
7 CS and 4 Ss the sender decides to back up his communication with facts
7 Cs and figures, there should be accuracy in stating the same. A
situation in which the listener is forced to check the presented
In any business environment, adherence to the 7 Cs and the 4
facts and figures should not arise. Finally, the usage of terms
Ss helps the sender in transmitting his message with ease and
should be nondiscriminatory, e.g. the general concept is that
accuracy. Lets us first take a look at the 7 Cs:
women should be addressed for their physical appearance
1. Credibility. If the sender can establish his credibility, the whereas men for their mental abilities. This, however, is a
receiver has no problems in accepting his statement. stereotype and at the time of addressing or praising
Establishing credibility is not the outcome of a one-shot members of both the sexes, the attributes assigned should
statement. It is a long-drawn out process in which the be the same. Similarly for occupational references. In the
receiver through constant interaction with the sender business world almost all professions are treated with
understands his credible nature and is willing to accept his respect. Addressing one individual for competence in his
statements as being truthful and honest. profession but neglecting the other on this score because of
Courtesy. Once the credibility of the sender has been a so-called inferior profession alienates the listener from the
established, attempts should be make at being courteous in sender.
expression. In the business world, almost everything starts 5. Consistency The approach to communication should, as
with and ends in courtesy. Much can be accomplished if tact, far as possible, be consistent. There should not be too many
diplomacy and appreciation of people are woven in the ups and downs that might lead to confusion in the mind of
message. the receiver. If a certain stand has been taken, it should be
Example: observed without there being situations in which the sender
is left groping for the actual content or meaning. If the
Jane: You can never do things right. Try working on this
sender desires to bring about a change in his understanding
project. If you are lucky you may not have to redo it.
of the situation, he should ensure that the shift is gradual
Jane: This is an interesting project. Do you think you and not hard for the receiver to comprehended.
would be able to do it. I know last time something went
6. Concreteness. Concrete and specific expressions are to be
wrong with the project, but everyone makes mistakes.
preferred in favour of vague and abstract expressions. In
Suppose we sat down and discussed it threadbare Im sure
continuation of the point on correctness, the facts and
your would be able to do wonders.
figures presented should be specific. Abstractions or abstract
The two statements convey totally different impressions. While statements can cloud the mind of the sender. Instead of
the first statement is more accusative, the second is more tactful stating: There has been a tremendous escalation in the sales
and appreciative of the efforts put in by the receiver at an earlier figure, suppose the sender made the following statement:

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 There has been an escalation in the sales figures by almost element of deceit involved in the interaction or on the part

BUSINESS COMMUNICATION
50% as compared to last year. The receiver is more apt to of the sender. If the receiver is keen an observant, he would
listen and comprehend the factual details. be able to sense the make-believe situation and, business
7. Conciseness. The message to be communicated should be transactions, even if going full swing, would not materialize.
as brief and concise as possible. Weighty language definitely 4 Ss
sounds impressive but people would be suitably impressed
into doing precisely nothing. As far as possible, only simple Ss Relevance
and brief statements should be made. Excessive information Shortness Economises
can also sway the receiver into either a wrong direction or into
inaction. Quantum of information should be just right, Simplicity Impresses
neither too much nor too little , e.g. Strength Convinces
Usually the policy date Sincerity Appeals
In the first example, the statement is rather long and convo-
luted. However, the second example gives it the appearance of
Keys to More Effective Communication
being crisp, concise and to the point.
Over 70% of our time is spent communicating with others,
7 Cs and thats the one interaction every person must do. Everyone
must communicate their needs and ideas. Every organization
must communicate its products and services. Unfortunately,
Cs Relevance
Credibility Builds trust many people have trouble in this area. Some just dont have the
professional impact they need to get ahead in todays corporate
Courtesy Improves relationships
world. Communication is just as important as what we say
Clarity Makes comprehension easier because people judge us, our companies, our products, our
Correctness Builds confidence services, and our professionalism by the way we write, act, dress,
Consistency Introduces stability talk, and manage our responsibilities. In short, how well we
Concreteness Reinforces confidence communicate with others.
Conciseness Saves time Successful people know how to communicate for results. They
know how to say what they mean and get what they want
without hurting the people they deal with. You deal daily with
4 S,s peers, outside groups, customers, employees, and managers,
An understanding of the 4 Ss is equally important. and you must have a good communication style.
1. Shortness. Brevity is the soul of wit, it is said. The same When we ask people how well they communicate, their answers
can be said about communication. If the message can be usually fall into one of three categories. First, and most prevalent,
made brief, and verbosity done away with, then transmission is the person who responds, I communicate perfectly. I spell
and comprehension of messages is going to be faster and everything out so theres nothing left to doubt.
more effective. Flooding messages with high sounding Another will react with surprise and ask me, What do you mean
words does not create an impact. Many people harbour a how well? I dont think about communicating, I just do it.
misconception that they can actually impress the receiver, if
they carry on their expeditious travails. Little do they realize The third type will reflect on the question thoughtfully before
how much they have lost as the receiver has spent a major saying something like, How can one ever know how well they
chunk of his time in trying to decipher the actual meaning of get their ideas across to another person? All I can tell you is I
the message. work more hours trying to communicate than I can count, and
it still doesnt work some of the time. Each answer, in its own
2. Simplicity. Simplicity both in the usage of words and ideas
way, is correct.
reveals a clarity in the thinking process. It is normally a
tendency that when an individual is himself confused that he Communicating today is both a discipline and a liberation. Our
tries to use equally confusing strategies to lead the receiver in language is flexible; one size fits all. Its a language in which ravel
a maze. Reveal clarity in the thinking process by using simple and unravel mean the same thing; flammable and inflammable
terminology and equally simple concepts. mean the same thing; fat chance, slim chance, no chance at all
mean the same thing. Communication is both a science and a
3. Strength. The strength of a message emanates from the
feeling; its often a cinch, and often an impossibility.
credibility of the sender. If the sender himself believes in a
message that he is about to transmit, there is bound to be The smell of a womans perfume, the taste of semisweet
strength and conviction in whatever he tries to state. Half- chocolate, the sight of a blind persons cane, the feel of the
hearted statements or utterances that the sender himself feverish brow of a sick child, the sound of the background
does not believe in adds a touch of falsehood to the entire music of a horror movieall these move us to action or
reaction. These are all examples of effective communication, and
4. Sincerity. A sincere approach to an issue is clearly evident to
none of them involve words.
the receiver. If the sender is genuine, it will be reflected in the
manner in which he communicates. Suppose there is a small

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