Business Communication
Purpose and audience
Every message has a sender, a channel, a receiver and feedback. Effective communicators first define the purpose (inform, persuade, request, record) and then profile the audience: what the reader already knows, what decision the reader must make, and what tone is appropriate. The 7 Cs - clear, concise, concrete, correct, coherent, complete and courteous - are the standard checklist.
Channels and direction
Communication flows downward (instructions), upward (reports, grievances) and laterally (coordination). Rich channels (face-to-face, video) suit ambiguous or sensitive messages; lean channels (email, memo) suit routine facts. A common exam trap is assuming email is always best - for conflict or bad news, richer media usually win.
Written structure
Reports follow a logical order: purpose, findings, analysis, recommendation. Bad-news messages use an indirect pattern (buffer, explanation, decision, goodwill close); persuasive messages use attention-interest-desire-action. Minutes record decisions and actions, not verbatim debate. A memorandum is internal; a letter is external.
Traps to watch
- Confusing hearing with listening: listening is active, involving paraphrasing and feedback.
- Treating jargon or a long word as evidence of professionalism.
- Ignoring non-verbal cues, which often carry more weight than words in face-to-face settings.
- Forgetting that feedback confirms the message was understood, not merely received.
Worked example
A manager must tell a supplier that a delivery was rejected. Rule of thumb: choose the channel by message sensitivity, then structure by reader impact. Bad news to an external party goes in a letter or call, indirectly worded and fact-based, with a clear next step - not a terse email copied to many recipients.