Business Communication Notes

Business Communication  Question and Answer(s)

What is meant by business communication? Discuss the major types of business communication in business.


Communication is the exchange of ideas,  experience, opinions and information, knowledge and feelings through written or spoken words, symbols, or action.. “Any act by which one person gives to or receives from another person, the information about that person’s needs, desires, perceptions, knowledge, or effective states. It is a dialogue, not a monologue.

The means of communication are usually spoken or written words, pictures or symbols. • But we also give information through body language, gestures, and looks, facial expressions can show how we feel and what we think about an issue or another person.

Peter Little defines communication as follows:

“Communication is the process by which information is transmitted between individuals and/ or organizations so that an understanding response results.”

Business communication is any communication used to promote a product, service, or organization- with the objective of making sale.

In business communication, message is conveyed through various channels of communication including internet, print (publications), radio, television, outdoor, and word of mouth.

In business, communication is considered core among business, interpersonal skills and etiquette.

Communication is the lifeblood of an organization. If we could somehow remove communication flow from an organization, we would not have an organization.

It is needed for:

  • Exchanging information
  • Exchanging options
  • Making plans and proposals
  • Reaching agreement
  • Executing decisions
  • Sending and fulfilling orders
  • Conducting sales

Different types of communication

Different types of communication systems are found in different kinds of organization. On the basis of organizational relationship there are two major types of communication they are:

Formal communication: The exchange of information which officially, recognized is called formal communication. CB. Memoria says, “Formal communication are those that are official, that are a part of the recognized communication system which is involved in the operation of the organization.”

Informal communication: The exchange of information, which is originated from social interactions among the people working together in an organization, is called informal communication,. CB. Memoria says,” Informal communication grows out of the social interactions among people who work go together.”

On the basis of flow of information there are three major types of communication they are:

Horizontal Communication: According to Bovee and his associates, “Horizontal communication is the flow of information across departmental boundaries, either laterally or diagonally.” Communication between departments or people on the same level in the managerial hierarchy of an organization may be termed as horizontal or lateral communicate. It is the most frequently used channel of communication. Workers communication with other workers, clerk exchange information with one another, supervisors holding a coffee-break  session to discuss  some organizational problems are all engaged in horizontal communication. It is important for promoting understanding and coordination among various people or departments.

It is carried on through

-face-to-face discussion,

-telephonic talk,

-periodical meetings,

-memos .

Vertical Communication: A communication that exists between superior and subordinate can be termed as vertical communication. According to Bovee and his associates, “Vertical communication is a flow of information up and down are the organization‘s hierarchy.” Vertical communication are two types such as-

(a) Upward communication: Upward communication means the flow of information from the lower levels of the organization to the higher levels of authority. It transfer from subordinate to superior as that from worker to foreman, from foreman to company managers, from company’s manager to General Manager and from General Manager to Chief Executive  Officer or Board of Directors. In this way, the upward communication makes a chain. The management comes to know how well its policies, strategies and objectives are adopted by those working at lower levels of the organization. It keeps the management informed about the progress of the work and troubles faced in execution.

(b)Downward communication: Downward communication is the flow of information from higher to lower levels in the organizational hierarchy. R.W. Griffin says, “Downward communication occurs when information flows down the hierarchy form superior to subordinates” The objectives of downward communication are-

  • To give directives about some job
  • To explain policies and procedures
  • To convey assessment of performance
  • To explain the rationale of the job

Crosswise communication: Crosswise communication has the horizontal flow of information with people on the different levels who have no direct reporting relationship. This type of communication is used to speed information flow, to improve understanding and to coordinate efforts for the achievement of organizational objectives. This type of communication also occurs when individual members of different departments are grouped into task teams or project organization.

Conclusion: At the end of discussion, we can say that communication is essential to any kind of organization and it may occur several ways, that means communication has several types,. The above are available types of communication which often use to transmitting data or information for business purpose.


Writing Business Letters

Useful phrases and vocabulary for writing business letters.

Salutation • Dear Mr. Brown
• Dear Ms. White
• Dear Sir
• Dear Madam
• Dear Sir or Madam
• Gentlemen
Starting • We are writing
– to inform you that …
– to confirm …
– to request …
– to enquire about …
• I am contacting you for the following reason…
• I recently read/heard about ….. and would like to know ….
• Having seen your advertisement in …, I would like to …
• I would be interested in (obtaining / receiving) …
• I received your address from —– and would like to …
Referring to previous
• Thank you for your letter of March 15.
• Thank you for contacting us.
• In reply to your request, …
• Thank you for your letter regarding …
• With reference to our telephone conversation yesterday…
• Further to our meeting last week …
• It was a pleasure meeting you in London last month.
• I enjoyed having lunch with you last week in Tokyo.
• I would just like to confirm the main points we discussed
on Tuesday.
Making a request • We would appreciate it if you would …
• I would be grateful if you could …
• Could you please send me …
• Could you possibly tell us / let us have …
• In addition, I would like to receive …
• It would be helpful if you could send us …
• I am interested in (obtaining / receiving) …
• I would appreciate your immediate attention to this matter.
• Please let me know what action you propose to take.
Offering help • Would you like us to …?
• We would be happy to …
• We are quite willing to …
• Our company would be pleased to …
Giving good news • We are pleased to announce that …
• I am delighted to inform you that ..
• You will be pleased to learn that …
Giving bad news • We regret to inform you that …
• I’m afraid it would not be possible to …
• Unfortunately we cannot / we are unable to …
• After careful consideration we have decided (not) to …
Complaining • I am writing to express my dissatisfaction with …
• I am writing to complain about …
• Please note that the goods we ordered on ( date )
have not yet arrived.
• We regret to inform you that our order n° —– is now
considerably overdue.
• I would like to query the transport charges which seem
unusually high.


Writing Business Letters
(page 2)

(US: Apologizing)
  • We are sorry for the delay in replying to …
  • I regret any inconvenience caused (by) …
  • I would like to apologise for the (delay, inconvenience)…
  • Once again, please accept my apologies for …
  • Thank you for your quotation of …
  • We are pleased to place an order with your company for..
  • We would like to cancel our order n° …..
  • Please confirm receipt of our order.
  • I am pleased to acknowledge receipt of your order n° …..
  • Your order will be processed as quickly as possible.
  • It will take about (two/three) weeks to process your order.
  • We can guarantee you delivery before …(date)
  • Unfortunately these articles are no longer available /
    are out of stock.
  • Please send us your price list.
  • You will find enclosed our most recent catalogue and price list.
  • Please note that our prices are subject to change
    without notice.
  • We have pleasure in enclosing a detailed quotation.
  • We can make you a firm offer of …
Referring to payment
  • Our terms of payment are as follows  …
  • Our records show that we have not yet received
    payment of …
  • According to our records …
  • Please send payment as soon as possible.
  • You will receive a credit note for the sum of …
Enclosing documents
  • I am enclosing …
  • Please find enclosed …
  • You will find enclosed …
Closing remarks
  • If we can be of any further assistance, please let us know.
  • If I can help in any way, please do not hesitate to
    contact me.
  • If you require more information …
  • For further details …
  • Thank you for taking this into consideration.
  • Thank you for your help.
  • We hope you are happy with this arrangement.
  • We hope you can settle this matter to our satisfaction.
Referring to future business
  • We look forward to a successful working relationship in the future.
  • We would be (very) pleased to do business with your company.
  • I would be happy to have an opportunity to work with
    your firm.
Referring to future contact
  • I look forward to seeing you next week.
  • Looking forward to hearing from you, …
  • Looking forward to receiving your comments,
  • I look forward to meeting you on the (date).
  • I would appreciate a reply at your earliest convenience.
  • An early reply would be appreciated.
Ending business letters
◊ Sincerely,    }
◊ Yours sincerely,}  for all customers / clients
◊ Sincerely yours,}
◊ Yours faithfully, in more formal letters


◊ Regards, for those you already know and/or with whom
you have a working relationship


This entry was posted in Banking, Introduction and tagged , , , , , , , , , , , , , , , , , , , , , , , , , , . Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s