A comprehensive guide to Business Communication
Without using communication, it is nearly impossible to get anything accomplished in life. There exist many types of communication and people make use of various communication channels to share, exchange and learn myriads of information. ‘Business Communication’ is a term that denotes information exchange and transfer within a business environment even though it may include interactions taking place outside the environment. These kinds of communications may involve an entity, its workforce, associated vendors, clients and target consumers.
Means/channels used to execute business communication
In most business setups, several channels or means are deployed to execute communications. These are:
- Verbal communication
- Written communication
- Digital communication (email and social media)
- Telephonic communication
It is commonplace to see so many companies making use of specific Business communication solutions for the proper execution of business-centric communications. Many IT giants, for example, develop custom online gateways using which their employees can log in.
Different kinds of business communication
Business Communication is like an umbrella term that encompasses myriads of communication-related to business activities. It can be of the following types:
Internal communication
Internal communication in the business scene involves communications taking place within a business setup. It can be of 3 types.
Ø Upward – Upward internal communication takes place when a junior employee interacts with his/her senior colleagues or with the company management. This can be for many reasons including any workplace woe, pay hike request, seeking leaves etc.
Ø Downward- Downward internal communication occurs when the company management reaches out to the employees in lower tiers. It can take place for reasons like announcing changes in company policies, resolving any workflow issues etc.
Ø Lateral- In a business setup, employees of a department can communicate with employees of other departments. This can be necessary for facilitating regular procedures or resolving any issues affecting productivity.
External communication
In many business setups, communications outside workplaces do take place. The employees or the company management may have to interact with various external parties in this regard.
Ø This can be necessary when the teams or employees deal with suppliers or third-party vendors for various needs.
Ø The company management may need to interact with prospective business allies and clients for various needs.
Ø The employees may have to communicate with the customers for grievance resolution and other needs.
Understanding the significance of business communication
Without using proper communication techniques at the right time, no business can sustain and grow. Businesses need to focus on both external and internal communication strategies to stay competitive and reach their goals. Internal communication makes it easy for the workforce to bond well and become productive while external communication helps in developing brand image and retaining customers.
Listed here are the major benefits of business communication:
Better team bonding and productivity
By using apt communication strategies, businesses can ensure the employees remain productive. When there are well laid out protocols in a company for interaction between the employees and various departments, that help in resource sharing and collaborative workflow management. Teams use effective communication methods to interact and a harmonious ambiance prevails in the workplace. This boosts overall productivity eventually.
Reduction of conflicts
Deployment of well-developed communication protocols in a company and using the right Business communication solutions helps reduce scopes of conflict at the workplace. Businesses adhering to tried and tested communication norms uniformly face reduced friction risk. Usage of right timing and communication channel is important in this regard.
Enhanced customer experience and better retention
Business communication is not limited to the workplace, as it is. It also involves interactions taking place between the employees of a company and its customers. Using proper communication techniques help in attracting and retaining customers. A lot also depends on how the company employees interact with customers having grievances. Companies that pay special attention to communication with their customers have better retention rates, in any sector.
Better growth prospects
By using apt communication businesses can grow well and expand to newer markets without hurdles. For expansion and success in newer markets, it is important to fathom suitable communication tactics. This helps businesses woo target customers. The same logic is applicable to mergers and tie-ups which are often required for business growth. Without using proper Business communication solutions convincing a business ally or client will remain a tall task.
Brand image development
Every brand that wants to grow and outshine competitors has to be careful about developing a positive brand image, regardless of the niche. Here too, using the right communication measures is pivotal. Businesses need to use various channels and use apt elements to develop brand image. The communication involves selection and usage of apt tone, design and this helps them to reach out to the potential buyers.
Better time management
Using the right communication strategies helps businesses to save time, in many instances. Various businesses use specific communication channels such as email, calls and social media as per pre-set protocols. This helps them meet communication objectives without hampering workflow and productivity.
Better employee retention
Attrition is a menace affecting businesses of varying sizes and types, globally. This is often caused by poor employee perception of the companies. Attrition gets reduced by using apt communication protocols in workplaces. Usage of effective language and means to inform employees of their deficits yield better results as does the timely acknowledgment of employee performances. Companies using well-developed internal communication protocols for employees have a happier workforce.
Tips to enhance business communication skills
While different companies may have their own sets of internal and external communication protocols in place, individuals can sharpen their business communication skills by using some tried and tested methodologies.
Listening
Most conflicts and misunderstandings in the workplace take place as people fail to listen properly. It is important to develop the ability to listen to colleagues, clients and management before responding. Unless you listen carefully, you will not grasp the questions or message conveyed.
No ambiguous words
In business communication, using vague or ambiguous phrases is not desirable and doing so can have unfavorable repercussions. It is always better to answer in a definitive way. If you are unsure about the answer, it is better to be honest about it than respond in a vague manner.
No multitasking
In workplaces, employees often have to multitask. While making communications, engaging in multitasking is not prudent. Doing so can lead to partial communication and inadequate understanding of the message conveyed. For example, an employee checking his/her social media feeds while going through a company email may miss out on certain portions of that email. That may lead to a negative development afterward.
Proper body language
When it comes to verbal business and communication, maintaining proper body language is very important. Whether it involves interacting with a colleague or a customer, maintaining an apt body language matters. Maintaining eye contact and a posture reflecting sincerity is required in this context.
Proper language
In business communication, using proper language and choosing apt words is important. It may vary a little from one sector to another, though. The words used in the communication of a law firm may be more formal than a company belonging to the travel and tourism sector, for example. However, using many colloquial phrases or common jargon is not advisable in workplace communication.
Usage of the right channel
As previously mentioned, business communication can take place over various channels, including online options. A company may have pre-set protocols for the usage of each channel. However, employees also need to use their common sense and analytical skills at times to use the apt channel, in specific situations. For example, a customer support executive may use the telephone to offer support to an elderly customer for troubleshooting. But for similar needs, he/she may use a social media platform if the customer is in early 20s.
Summing it up
Businesses use well-crafted communication strategies to meet objectives like growth, enhanced productivity and customer retention. For this, using myriads of channels and methods can be necessary. Employees too need to develop business communication skills to improve their career prospects and become productive at work.
