Business English
LECTURE NOTES
, CONTENTS
Chapter Title Page No.
I COMMUNICATION 5
II THREE STEPS TO EFFECTIVE WRITING 18
III CHOOSING THE RIGHT WORD 23
IV BUSINESS LETTER FORMAT 30
V STYLE IN BUSINESS LETTERS 46
VI OFFICE COMMUNICATION 55
VII WHAT EXECUTIVES WRITE: MEMOS AND MORE 72
VIII COMMUNICATION MODELS 81
, CHAPTER - I
COMMUNICATION
OBJECTIVE
English is perhaps the most widely used language in business communication. Before we
move on to the use of English in business let us understand what communication is. It is a process by
which meaning or thoughts are exchanged between individuals through a mutually understood language
or symbol. It is a bridge of understanding among people.
The Meaning and Process of Communication
The civilization is reflected in three priceless possessions of mankind, the first is the human
ability to think, the other is his innate capacity to communicate and the third is his specie’s specific
competence to acquire and use the arbitrary symbol systems of language. The manifold gifts of civilization
and all the branches of human knowledge have their origin from this ability to think in abstract and to
communicate the abstract thoughts through arbitrary symbols of the language.
The process of communication permits us to use and reuse the experiences of others in
present as well as in future. We can draw the experience and knowledge from the past into the present
and make it ready for reuse in future with the help of the symbols of communication, which stand for
some abstract idea.
Communication is the means by which people relate to one another. The society in general
or an organization of any type cannot exist without the relations that are built and strengthened by
communication. Throughout our lives we are involved in communication situations. When we talk and
work with our colleagues, friends, subordinates, superiors, experts, teachers, students, family members
and with the people in all walks of life: when we read and/or write the books, pamphlets, periodicals,
special journals, reports, letters, memos, newspapers, etc.: when we listen to or deliver speeches:
when we listen to the radio or watch the television and films: when we buy or sell the products or
services: when we manage our businesses and when we are involved in any other activity, we are
invariably involved in communication situation.
THE DEFINITIONS OF COMMUNICATION
The scholars who define communication give stress on the transmission and reception of
information. The concept of communication is broad enough to mean almost anything to almost
anybody. As it is the binding agent of all social systems and sub-systems, it is understood and used in
5
, different ways by the people in different walks of life. Therefore, it was essential to study how this
concept is understood by them and later to arrive at a comprehensive definition in precise terms. Let
us consider some definitions of communication.
i. “Communication is the process of transmitting feelings, attitudes, facts, beliefs and ideas
between living beings”. — Birvenu (1987)
ii. “Communication is any means by which thought is transferred from one person to another”.—
Chappcll and Read (1979)
iii. “Communication is an exchange of facts, ideas, opinions or emotions by two or more
persons”.— Newman and Summer (1977)
iv. “Communication is process for conducting the attention of another person for the purpose of
replicating memories.” — Cartier and Harwood (1977)
v. “Communication is a process which involves the transmission and accurate replication of ideas
ensured by feedback for the purpose of eliciting actions which will accomplish organizational
goals- William Scott (1977)
vi. “Communication is the process by which information is transmitted between individuals and/
or organizations so that an understanding response results - — Peter Little (1977)
vii. “Communication is a continuing and thinking process dealing with the transmission and
interchange with understanding of ideas, facts and courses of action”. — Terry and Franklin
1984)
We are now in a position to define the concept of communication in the following words:
“Communication can be defined as an exchange and exact replication of thoughts, feelings,
facts, beliefs and ideas between and among the individuals through a common system of symbols to
cause some actions or changes in behaviour.” (Rodriques, 1992)
Communication Situation
All communication is possible only in a speech situation. A speech situation is communication
situation. This speech situation requires certain factors for its existence. The factors are (1) Participants,
(2) Contact, (3) Context, (4) Common Code. (5) Form of Message, (6) Goal of Communication.
1. Participants
There are always two parties in a communication situation: the sender and the receiver. The
sender sends the message to the receiver and the receiver interprets the message and acts accordingly.
The communication is a goal-oriented activity. The sender has some goal or intention towards the
6
LECTURE NOTES
, CONTENTS
Chapter Title Page No.
I COMMUNICATION 5
II THREE STEPS TO EFFECTIVE WRITING 18
III CHOOSING THE RIGHT WORD 23
IV BUSINESS LETTER FORMAT 30
V STYLE IN BUSINESS LETTERS 46
VI OFFICE COMMUNICATION 55
VII WHAT EXECUTIVES WRITE: MEMOS AND MORE 72
VIII COMMUNICATION MODELS 81
, CHAPTER - I
COMMUNICATION
OBJECTIVE
English is perhaps the most widely used language in business communication. Before we
move on to the use of English in business let us understand what communication is. It is a process by
which meaning or thoughts are exchanged between individuals through a mutually understood language
or symbol. It is a bridge of understanding among people.
The Meaning and Process of Communication
The civilization is reflected in three priceless possessions of mankind, the first is the human
ability to think, the other is his innate capacity to communicate and the third is his specie’s specific
competence to acquire and use the arbitrary symbol systems of language. The manifold gifts of civilization
and all the branches of human knowledge have their origin from this ability to think in abstract and to
communicate the abstract thoughts through arbitrary symbols of the language.
The process of communication permits us to use and reuse the experiences of others in
present as well as in future. We can draw the experience and knowledge from the past into the present
and make it ready for reuse in future with the help of the symbols of communication, which stand for
some abstract idea.
Communication is the means by which people relate to one another. The society in general
or an organization of any type cannot exist without the relations that are built and strengthened by
communication. Throughout our lives we are involved in communication situations. When we talk and
work with our colleagues, friends, subordinates, superiors, experts, teachers, students, family members
and with the people in all walks of life: when we read and/or write the books, pamphlets, periodicals,
special journals, reports, letters, memos, newspapers, etc.: when we listen to or deliver speeches:
when we listen to the radio or watch the television and films: when we buy or sell the products or
services: when we manage our businesses and when we are involved in any other activity, we are
invariably involved in communication situation.
THE DEFINITIONS OF COMMUNICATION
The scholars who define communication give stress on the transmission and reception of
information. The concept of communication is broad enough to mean almost anything to almost
anybody. As it is the binding agent of all social systems and sub-systems, it is understood and used in
5
, different ways by the people in different walks of life. Therefore, it was essential to study how this
concept is understood by them and later to arrive at a comprehensive definition in precise terms. Let
us consider some definitions of communication.
i. “Communication is the process of transmitting feelings, attitudes, facts, beliefs and ideas
between living beings”. — Birvenu (1987)
ii. “Communication is any means by which thought is transferred from one person to another”.—
Chappcll and Read (1979)
iii. “Communication is an exchange of facts, ideas, opinions or emotions by two or more
persons”.— Newman and Summer (1977)
iv. “Communication is process for conducting the attention of another person for the purpose of
replicating memories.” — Cartier and Harwood (1977)
v. “Communication is a process which involves the transmission and accurate replication of ideas
ensured by feedback for the purpose of eliciting actions which will accomplish organizational
goals- William Scott (1977)
vi. “Communication is the process by which information is transmitted between individuals and/
or organizations so that an understanding response results - — Peter Little (1977)
vii. “Communication is a continuing and thinking process dealing with the transmission and
interchange with understanding of ideas, facts and courses of action”. — Terry and Franklin
1984)
We are now in a position to define the concept of communication in the following words:
“Communication can be defined as an exchange and exact replication of thoughts, feelings,
facts, beliefs and ideas between and among the individuals through a common system of symbols to
cause some actions or changes in behaviour.” (Rodriques, 1992)
Communication Situation
All communication is possible only in a speech situation. A speech situation is communication
situation. This speech situation requires certain factors for its existence. The factors are (1) Participants,
(2) Contact, (3) Context, (4) Common Code. (5) Form of Message, (6) Goal of Communication.
1. Participants
There are always two parties in a communication situation: the sender and the receiver. The
sender sends the message to the receiver and the receiver interprets the message and acts accordingly.
The communication is a goal-oriented activity. The sender has some goal or intention towards the
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