Unit 1 business english & communications

Business English
Course code BMN2502
By Asst. Professor Priyamvada Singh
Avantika University, Ujjain

Syllabi Unit 1
•Fundamentals of Business English
● Introduction to Business English:
a. Importance of effective communication in business
b. Key elements of business English and communication: clarity, conciseness, and courtesy
● Basic Business Etiquette:
a. Professional demeanor and attire
b. Business greetings and introductions
c. Small talk and networking

English versus Business English
• General English focuses more on English for everyday conversations in
a range of contexts.
• Business English is far more specific — it is applied in a more
professional context and focuses on language used across a range of
business-related topics by people in business environments.
• There are lots of benefits to learning Business English, including
enhanced prospects for career progression and the opportunity to
work in different places around the world.
• According to Harvard Business Review, English is now the medium of
global business communication therefore becoming proficient in it has
never been more important.

Workplace communication- meaning
• Workplace communication is any type of interaction you have at work.
• This could involve giving or receiving constructive feedback to managers or
employees, sharing an update on a current project or collaborating on a task.
Knowing how to effectively communicate within the workplace is the key to
successful teamwork and a project's success. Poor communication could lead to
miscommunication, and may cause hostility and awkwardness within your team.
• Communication in the workplace comes in multiple forms, especially with many
employees working remotely nowadays. Other forms of communication include:
written communication (email, Teams/Zoom messages, texts), team video calls, social
media, phone calls, nonverbal communication (body language, eye contact)

• A study found that a lack of communication causes things
such as mergers and acquisitions to fail. When managers
and employees fail to pay attention to communication or
improve the communication systems put in place, things are
more likely to fall apart.

Netflix's "People Over Process"
Approach
• Netflix lay out their core philosophy 'people over process' on their culture
page. A major element that has been ingrained into Netflix's work culture is
open and honest and 'candid and direct' communication.
• Netflix leaders encourage all employees to give 'honest, productive' and direct
feedback between all groups. Whether that's leader to employee, employee to
leader or employee to colleague. Regular feedback is incorporated into every
day life and is executed informally, rather than holding a formal performance
review once a year.
• By hiring talented employees who openly communicate and are honest, a
company culture of trust and loyalty is created, which Netflix reward with
flexibility and freedom when it comes to work-life balance..

Buffer’s Company-Wide Email
• The social media management company Buffer takes
company-wide transparency to the next level. Their CEO Joel
Gascoigne says that “transparency breeds trust - and
building trust is the foundation of great teamwork.”
• This trust is edified by their work policies, which include
publishing and sharing most of their documents such as
revenues, financials and even salaries. Furthermore, there
are no private email servers or private emails, with the email
system is fully transparent.
• In their eyes, it increases efficiency, allowing one team
member to pick up on the work of another without any
issues.

Effective communication
• Effective communication is the process of successfully exchanging
information, ideas, opinions, or other types of messages between 2 or
more people, resulting in mutual understanding.
• In order to communicate effectively, participants should be able to
understand the message being conveyed as well as the emotion,
intention, and purpose behind the message. (HWWY)

Effective communication in business?
• The establishment of successful communication in the workplace
means creating an environment of trust and understanding within the
team.
• “Effective communication at work implies the creation of a strong
information flow throughout the organization — employees of all
layers contribute to it, and everyone feels safe and is motivated to do
so.” Hanne Wulp , Leadership Communication & Conflict Resolution
Skills Trainer .

Benefits of effective communication
• Businesses depend on information flow. Regardless of the industry
you’re in, if you’re looking to expand and improve, learning how to
communicate effectively is essential.
• Accordingly, that’s why effective communication is among the top
rated and sought after skills any employee can have.
• If the information flow is clogged in any way, the business will start to
deteriorate

Easier and better problem solving
• According to 90% of employers, the ability to communicate effectively
could be what makes the difference between getting hired or not. The
main reason for that is that great communication skills lead to easier
problem solving.
• Effective communication is streamlined communication, which allows
for: quick information sharing, mutual comprehension of the
problem, collective assessment of the problem’s impact, and decision
making that takes the whole system into consideration.

Easier and better decision making
• Making a decision in the workplace directly depends on how much
information we have.
• Decision making is a process of choosing one option from a selection
of alternatives, relying on our comprehensive analysis of them all. In
order to select the right one, we have to be fully aware of all
alternatives.
• Successful decision making is made possible only through good
communication. It is only possible to make informed decisions and
solve problems more effectively when information is conveyed clearly
and thoroughly

Better business relationships
• In general, we can differentiate between 2 different types of
effective communication in the workplace: Internal and
External.
• Maintaining clear and transparent communication both
internally and externally is vital for success of any
organization.
• The success of your collaboration with third parties depends
on how effective your communication is. How you
(personally and as a company) interact with third parties will
shape the reputation you have and affect how they see and
interact with your business.

Increased engagement
• Employee engagement leads to better performance and higher
productivity levels.
• A survey on employee voice has shown that 74% of highly engaged
employees also feel heard.
• In other words, they feel as if their opinions and contributions matter.
In comparison, only 30% of disengaged workers feel heard in the
workplace, which implies a strong relationship between effective
communication in the workplace and employee engagement.

Improved productivity
• According to the same study, when employees feel heard, 74% of
employees are more effective at their job. Not to mention, 71% of
them feel encouraged to share: Ideas, thoughts, potential solutions,
and feedback.
• McKinsey report, suggest that when companies employ social
technologies to improve their internal communication, they can raise
employee productivity by 20–25%.

Better team culture
• Practicing communication skills helps build trust among team
members and create a healthy environment to work in. That, in turn,
leads to having a more collaborative culture within the company.
• By reducing misunderstandings, [effective communication]
encourages a more harmonious work environment, thereby
increasing job satisfaction. It is essentially a foundational element for
a successful and vibrant workplace culture.

• 7 Cs of Effective Communication
is essentially a checklist that can
help us communicate more
effectively, and improves the
likelihood that the message will be
interpreted exactly as intended.
• You’ll be delivering the clearest
message you can. This will reduce
misunderstandings, boost your
credibility, and ultimately make
you more productive by saving
you time.

Example of 7 Cs
• Clear: A doctor explaining a patient's diagnosis using simple, understandable language instead
of technical jargon.
• Concise: An email that gets straight to the point, avoiding unnecessary details and wordiness.
• Concrete: A sales pitch that includes specific data and examples to support claims, rather than
vague statements.
• Correct: A report that is factually accurate and free from errors, ensuring the information is
reliable.
• Coherent: A presentation that flows logically, with a clear structure and transitions between
ideas.
• Complete: A job description that includes all necessary information, such as responsibilities,
qualifications, and salary range.
• Courteous: A customer service representative who is polite, respectful, and helpful, even when
dealing with a difficult situation.

Barriers of communication
• Physical barriers,
• Perceptual barriers,
• Emotional barriers,
• Cultural barriers,
• Language barriers,
• Gender barriers,
• Interpersonal barriers, and
• Organizational barriers.

Physical Barriers
• Physical barriers include challenges related to:
I. Time and distance,
II. Personal space,
III. Workplace design,
IV. Work environment, and
V. Background noise.

Perceptual Barriers
• Perceptual barriers to communication represent the mental blocks
people may have that influence their perceptions about specific
people, topics, or events.
• These perceptions form intra-personal barriers that affect how people
send, receive, or interpret messages in conversations.
• Perceptual barriers to effective communication include perceptual
filters but also nonverbal language.

Perceptual filters to effective communication include our:
I. Thoughts,
II. Cognitive biases,
III. Assumptions,
IV. Preferences,
V. Values, and
VI. Attitudes.

Emotional barriers
• Emotional barriers to communication represent the emotions that may hold
you back from communicating what you want to your teammates. These
emotions might also stop you from listening to others attentively and
accepting their point of view.
• These key emotional barriers include:
I. Anger,
II. Pride, and
III. Anxiety.

Cultural barriers
• According to Joynt & Warner (1996), culture is “the pattern of taken-for-granted assumptions
about how a given collection of people should think, act, and feel as they go about their daily
affairs.”
• In line with this definition, cultural barriers to communication represent the different culture-
related behavior patterns that may arise as obstacles to well-balanced communication among
teammates.
• These culture-related behavior patterns may revolve around:
I. Language,
II. Nonverbal language, and
III. Cultural norms, beliefs, and values.

Language barriers
• Language barriers represent characteristics of linguistic use that inhibit
comprehension and thus prevent successful communication. Although we associate
miscommunication issues with communicators who have a different native language,
they may arise even if the communicators have the same mother tongue.
• Language barriers to effective communication usually result from: Regional accents
and dialects,
I. Jargon,
II. Slang,
III. Word choice, and
IV. Literacy and linguistic ability.

Gender barriers
• In recent years, workplace equity initiatives have helped many
employees access new opportunities, regardless of gender or
background. However, these policies serve to minimize conflict and
motivate employees, not resolve miscommunication troubles altogether.
• Thus, we still see communication issues stemming from gender
differences, which may be a result of societal values or cultural norms.
• One of the most common gender barriers to communication is
stereotyping. Preconceived notions can significantly impact how we view
people, compelling us to link particular behavior and traits to gender
differences.

Interpersonal barriers
• Interpersonal barriers to effective communication stop
people from reaching their full potential by restricting
communication skills.
• They may manifest as an inability to listen to others attentively or
maintain the attention of the people you want to communicate with.
• The reason for these communication problems mainly stems from a:
Lack of participation and Lack of open-mindedness.

Organizational barriers
• Sometimes, despite the employees’ willingness to become better
communicators, they run into roadblocks in the form of organizational
barriers.
• The primary causes of organizational barriers include:
I. Strict structure and rigid hierarchy,
II. Lack of transparency, and
III. Lack of communication channels.

Basic business etiquette
• Business etiquette refers to the requirements and expectations of
social and business behavior, practices and conduct that are
prescribed by social convention, and a code of ethical behavior
among professionals.
• Business etiquette is a type of behavior that team members are
expected to follow to uphold the company image and respect each
other. While business culture has become more casual, it’s still critical
to practice common courtesy.
• Cultural variations – Examples.(HW)

• Etiquette is the set of norms of personal behaviour in polite
society, usually occurring in the form of an ethical code of
the expected and accepted social behaviours that accord
with the conventions and norms observed and practised by
a society, a social class, or a social group.
• People in the business world have different expectations
about eye contact, body language, dress code, and dining
etiquette, just to name a few. While many companies have
shifted to a more casual culture, understanding proper
business etiquette can go a long way.
• Business etiquette may change from culture to culture, but when
everyone understands and follows a particular set of standards, it can
create a sense of unity.

The basics of business etiquette
• Adhering to business etiquette is pivotal in the complex web of
business relationships, whether with colleagues, clients, superiors, or
partners. It encompasses many practices, from communicating and
dressing to conducting yourself in meetings, networking events, and
even dining situations.
• Essentially, the unwritten code of conduct shapes how individuals are
expected to behave in professional settings, reflecting the values and
standards of the business world.

• In the fast-paced and interconnected world of business, mastering the art of business
etiquette is of paramount importance. Most people agree on its vitality, 79.9% to be
specific, and suggest that it should be taught to business students.
•1. Dress Appropriately
•Dressing appropriately is not just about following a dress code; it's about making a
positive impression. Your attire should align with the company's culture and the
occasion. Ensure your clothing is clean, well-fitted, and reflects professionalism. Pay
attention to grooming, as personal hygiene and presentation are crucial to your
perception.
•2. Punctuality
•Being on time is a fundamental aspect of business etiquette. Whether it's for
meetings, appointments, or any professional commitment, punctuality demonstrates
your respect for others' time and your commitment to the task at hand. Plan your
schedule effectively to avoid any last-minute rushes.

• 3. Polite and Clear Communication
• Effective communication is at the heart of business success. Use proper
language, maintain a polite tone, and be concise when speaking or writing
emails. Avoid jargon that might confuse or alienate others. Ensure your
messages are well-structured and free of grammatical errors, and always
respond promptly.
• 4. Active Listening
• Listening is as important as speaking. Give your full attention to others
when they speak, whether during a meeting or a one-on-one conversation.
Avoid interrupting and show genuine interest in what others have to say.
Effective listening fosters better understanding and stronger relationships.

• 5. Networking Skills
• Networking is a valuable skill in the business world. Approach networking
events with a friendly and open attitude. Initiate conversations, but also
be a good listener. Exchange contact information and follow up
afterwards to maintain connections. Building a robust professional
network can open doors to new opportunities and collaborations.
• 6. Email Etiquette
• Email is a primary mode of business communication. Use a professional
and concise tone in your emails. Ensure your messages are well-
structured and free of grammatical errors. Always respond promptly to
emails, as delays can be perceived as a lack of interest or professionalism.

• 7. Respect Personal Space
• During face-to-face interactions, be mindful of personal space. Respect physical
boundaries and avoid invading someone's personal space unless invited to do
so. Being aware of personal space shows consideration for others' comfort.
• 8. Dining Etiquette
• Understanding dining etiquette is essential for business meals and events.
Familiarise yourself with proper utensil use, table manners, and cultural
customs. Be mindful of the pace of the meal, engage in polite conversation, and
avoid discussing controversial topics. Your behaviour during business meals
reflects your professionalism.

• 9. Phone Etiquette
• Professional phone etiquette is crucial. When answering calls, be courteous and
identify yourself professionally. Speak clearly and avoid distractions or background
noise. Return calls promptly and keep conversations concise. A professional phone
manner is vital for effective communication.
• 10. Meeting Etiquette
• Prepare for meetings by reviewing the agenda and relevant materials beforehand.
Arrive on time and actively participate by contributing relevant ideas and opinions.
Avoid dominating conversations and be respectful of others' input. In virtual meetings,
maintain professionalism by looking directly at the camera, minimising background
noise, dressing appropriately, and ensuring all participants have a chance to speak.

• 11. Cultural Sensitivity
• Understanding and respecting cultural differences is paramount in today's globalised
business landscape. Statistics show that success is predominantly determined by social
skills, accounting for 85% of the equation, while technical skills contribute to the remaining
15%. This is why you need to educate yourself about different customs, traditions, and
social norms to avoid misunderstandings or causing unintentional offence. Cultural
sensitivity enhances your ability to work effectively with colleagues from diverse
backgrounds.
• 12. Confidentiality and Privacy
• Maintaining confidentiality regarding sensitive company or client information is vital.
Respect colleagues' privacy by not prying into personal matters unless they willingly share.
Trust and discretion are highly valued in professional settings.

• 13. Business Card Exchange
• When exchanging business cards, handle them carefully and show interest in the
information provided. Offering your card using both hands is a sign of respect,
particularly in some cultures. A well-executed business card exchange can leave a
lasting impression and facilitate future communication.
• 14. Handling Conflict
• Conflicts and disagreements are inevitable in the workplace. Business etiquette
guides you in addressing these issues professionally and tactfully. Focus on finding
solutions rather than placing blame. Active listening and empathy are crucial in
resolving conflicts effectively, preserving relationships, and maintaining a positive
work environment.

• 15. Gratitude and Appreciation
• Show appreciation for others' efforts and contributions. Whether it's
a simple thank-you note, publicly acknowledging achievements, or
offering genuine compliments, expressing gratitude fosters a positive
work environment and strengthens professional relationships.
Recognising and valuing the contributions of others is a hallmark of
effective business etiquette.

17. Video Conferencing and Virtual Meetings
•The rise of video conferencing tools has brought virtual meetings to the forefront
and, with them, a new set of etiquette guidelines. Business professionals must now
consider factors like camera positioning, background, lighting, and attire.
Maintaining eye contact by looking directly into the camera has become a sign of
engagement. Background noise, interruptions, and multitasking during virtual
meetings can be disruptive and should be avoided.
18. Social Media and Online Presence
•Social media platforms have emerged as powerful tools for networking, personal
branding, and professional communication. However, their use comes with its own
set of etiquette rules. Maintaining a professional online presence and avoiding
posting controversial or offensive content is essential. Engaging in respectful and
meaningful conversations and showcasing your expertise can help you build a
positive digital reputation.

• Texting and Instant Messaging
• Texting and instant messaging have become common quick
communication methods in professional settings. Business etiquette in
texting includes using proper language, being mindful of tone, and
respecting others' availability. Understanding when it's appropriate to use
texting or instant messaging versus email or phone calls is essential to
effective communication.
• Privacy and Data Security
• The digital age has also heightened concerns about privacy and data
security. Proper etiquette includes respecting the confidentiality of
sensitive information in electronic communications. Professionals must be
vigilant about secure practices, such as using encrypted channels for
sensitive conversations and safeguarding access to digital files.

• Remote Work and Flexibility
• The COVID-19 pandemic accelerated the adoption of remote work and
flexible schedules. As a result, the boundaries between personal and
professional life have become more porous. Business etiquette now
involves respecting colleagues' time zones, flexible working hours, and the
need for work-life balance. Communicating effectively while
accommodating diverse work arrangements is essential.
• Dependence on Virtual Communication
• With the increased reliance on virtual communication, the importance of
business etiquette in virtual interactions cannot be overstated. This includes
being punctual for virtual meetings, dressing professionally even when
working from home, and maintaining professionalism in email exchanges.

Business Etiquette in International Settings
• Navigating business etiquette internationally is a nuanced and critical skill in
today's globalised world. Understanding and respecting cultural differences is
essential for effective cross-border communication and collaboration. Let's
delve deeper into the complexities and importance of business etiquette in
international contexts:
• Greeting Customs
• Different cultures have distinct greeting customs. For instance, in Japan,
bowing is a common form of greeting, while in Western countries, a firm
handshake is typical. Researching and adapting to the greeting customs of the
country or culture you are interacting with is crucial. The appropriate greeting
shows respect and sets a positive tone for the business relationship.

Culture Common Greeting Gesture
Japan Bowing
United States Firm Handshake
India Namaste (Palms together, head nod)
France Double Cheek Kiss or Handshake
China Slight Bow or Handshake
Brazil Hug or Kiss on Both Cheeks
Saudi Arabia Handshake (Men) or Nod (Women)
Russia Firm Handshake or Kiss on the Cheek

• 2. Gift Giving
• Gift-giving customs vary widely across cultures. In some cultures, exchanging gifts during
business meetings is customary; in others, it may be seen as inappropriate or even as a
bribe. Understanding the appropriate occasions for gift-giving, the types of acceptable gifts,
and any cultural taboos related to gifts is essential. In some cultures, wrapping a gift in a
specific colour may hold significance, so attention to detail is vital.
• 3. Language and Communication
• Language barriers can pose significant challenges in international business interactions.
Patience and clear, simple language are essential when communicating with non-native
English speakers. Consider using professional translation services for important documents
to ensure accuracy. Additionally, being aware of the varying nuances of communication,
such as indirect vs. direct communication styles, can prevent misunderstandings.

• 4. Cultural Norms and Taboos
• Every culture has its own set of norms and taboos. What is considered polite in
one culture may be offensive in another. For example, in some Asian cultures, it's
customary to present and receive items with both hands as a sign of respect,
while in Western cultures, one hand is typically used. Understanding these
cultural norms and avoiding behaviours that may inadvertently offend is crucial
for successful international business interactions.
• 5. Negotiation Styles
• Negotiation styles can vary significantly across cultures. Some cultures prioritise
building relationships and may engage in lengthy, relationship-focused
negotiations. Others may have a more direct and transactional approach.
Understanding the negotiation style of your international counterparts can help
you adapt your approach to achieve mutually beneficial outcomes.

• 6. Time Sensitivity
• Perceptions of time can vary greatly. Some cultures prioritise punctuality and expect
meetings to start precisely on time, while others have a more flexible approach to
schedules. Awareness of these cultural differences and adjusting your time
management and punctuality accordingly is essential to making a positive impression.
• 7. Hierarchical Structures
• In some cultures, hierarchical structures and titles are significant. Addressing
individuals with their appropriate titles and showing deference to senior members of
an organisation is a sign of respect. In contrast, addressing colleagues by first name
may be the norm in more egalitarian cultures. Understanding the hierarchy and
appropriate forms of address is crucial.

Professional attire
• Business attire is the clothing you wear in professional settings. You
might decide how to dress depending on the scenario, such as an
interview or for a meeting or the type of industry you work in. There
are varying levels of business attire, ranging from “casual” to
“business formal.” Based on the setting, you can decide which kind of
business attire is appropriate.

• 1. Casual
• Casual business attire is informal
clothing worn not only in most
business settings but also in
many settings outside of work.
You might wear casual clothing if
you work in an informal office
where others wear things like T-
shirts, jeans and open-toed
shoes. You should avoid wearing
casual dress with clients and in
interviews, even if the office is
casual overall.
• Examples of casual attire: Casual
dress includes items like T-shirts,
button-down shirts, blouses and
sweaters on top. Bottoms might
include jeans, khakis, linen
pants, cropped pants or shorts.
Casual shoes can include
sneakers, loafers, low heels or
sandals.

• 2. Smart casual
• Smart casual is another form of
casual business attire with a
stylish twist. You might include
more trendy pieces of clothing if
dressing in smart casual. This
type of business attire is
appropriate for more flexible
offices including informal
settings
• Examples of smart casual attire:
Smart casual might include items
like blazers, sports jackets, ties,
button-down shirts, collared
shirts, dresses, sweaters,
trousers, khakis, skirts, blouses,
heels, flats, dress shoes, clean
sneakers, jewelry, belts and
scarves.

• Business casual
• Business casual is a common form of
dress worn in many offices. While
many classic business staples are
used in business casual wear, there
are casual elements included like
khakis.
• Business casual is appropriate for
many interviews, client meetings and
office settings. Because it is not very
casual and also not very formal, this
is usually an appropriate way to dress
if you’re unsure about the setting.
• Examples of business casual attire: Examples of
business casual clothing include pencil skirts,
slacks, khakis, trousers, blouses, collared shirts,
button-down shirts, sport coats, blazers and
sweaters. Accessorize with jackets, ties, simple
jewelry and belts. Shoes can include flats,
lifestyle sneakers (with leather or canvas),
Oxfords, loafers, mules, boots or heels.
Examples of business casual attire: Examples of
business casual clothing include pencil skirts,
slacks, khakis, trousers, blouses, collared shirts,
button-down shirts, sport coats, blazers and
sweaters. Accessorize with jackets, ties, simple
jewelry and belts. Shoes can include flats,
lifestyle sneakers (with leather or canvas),
Oxfords, loafers, mules, boots or heels.

• 4. Business professional
• Business professional is a
traditional form of attire used in
more conservative settings or
companies with strict dress
codes. You might wear business
professional in industries like
finance, government or law.
Business professional clothes
should be well-fitted and may be
tailored to fit you specifically.
• Examples of business
professional attire: When
dressing business professional,
you can wear tidy dresses,
slacks, skirts, slacks, dark-colored
suits and ties. Business
professional tops include neat
button-down shirts or blouses
with a blazer. Business
professional shoes include heels,
loafers or flats. You can
accessorize with minimal jewelry
and belts.

• 5. Business formal
• Business formal is reserved for
the most formal settings such as
award ceremonies, special
dinners, benefits or other
important evening events.
Business formal is similar to
“black tie,” but should be
reserved to maintain
professionalism.
• Examples of business formal
attire: Business formal includes a
dark pants suit, dark suit and tie,
a black suit with a light button-
down shirt, skirt suit or suit dress.
In some cases, a long evening
dress may be appropriate. Shoe
options include formal flats,
heels, Oxfords or loafers.
Accessorize with jewelry, belts, a
tie clip, or small cuff links.

Business greetings
• A business greeting is a formal greeting either in a letter or
through an email from a business perspective. Business
greetings often directly address the recipient by name or
outline the reason for the message. They offer recipients a
clear idea of who reached out to them and why to
encourage them to continue reading the body of the
message.
• Proper etiquette is important in business greetings. Make
sure to use polite language such as "please" and "thank
you". Appropriate titles and gestures should also be used.
Shaking hands is common in most English speaking
countries. It is also important to smile.

• Tips
• Introduce yourself with name and title.
• Shake hands.
• Express happiness to meet the other person.
• Give or accept directions.
• Useful Phrases
• Please have a seat.
• Thanks for agreeing to meet with me.
• He'll be right with you.
• Can I offer you something to drink?
• My pleasure.

Small talk and Networking
• https://www.forbes.com/sites/goldiechan/2024/01/12/10-tips-for-
networking-small-talk-including-phrases-and-subjects/

Unit 1 business english & communications

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