Business communication is the process of sharing information between people within and outside a ...

1. • Making plans and proposals (business writing)

2. The importance of business communication also lies in:

2.1. • Presenting options/new business ideas

2.2. • Reaching agreements

2.3. • Successful selling

2.4. • Executing decisions

2.5. • Effective meetings

2.6. • Sending and fulfilling orders

3. Types of Business Communication

3.1. Let’s first differentiate the main types of communication in a typical organization. First, we have internal business communication.

3.1.1. Internal business communication can be:

3.1.1.1. • Upward communication: any communication that comes from a subordinate to a manager. Or from another person up the organizational hierarchy.

3.1.1.2. • Downward communication/Managerial communication: anything that comes from a superior to a subordinate.

3.1.1.3. • Lateral communication/Technical communication: internal or cross-departmental communication between coworkers

3.2. Then, there is external business communication. External business communication is any messaging that leaves your office and internal staff. It involves dealing with customers, vendors, or anything that impacts your brand

3.2.1. You can sort all communication in this spectrum into four types of business communication.

3.2.1.1. 1. Getting and receiving instructions and assignments both upward and downward. This includes an effective delegation from one person to another. Most problems in business begin with unclear communications in this area.

3.2.1.2. 2. Sharing and discussing information, including information sharing that goes on in meetings. When communication fails in this area, it causes tasks to be done improperly or not at all.

3.2.1.3. 3. Giving feedback, correction, and discipline to people who report to you so that they can have the knowledge and the tools that they need to do their jobs better. Giving great, actionable feedback is a key skill for anyone in a leadership position. Non-verbal communication and body language also play a role here.

3.2.1.4. 4. Problem-solving and decision-making meetings and discussions. These are considered among the most important discussions for any organization. This involves higher critical thinking and better communication technology.

4. Methods of Business Communication

4.1. When business communication actually happens, it’s either verbal or written. Furthermore, communication takes place either in person/face-to-face or remotely. Neither of these are better or worse for your company on their own and entirely depends on the context.

4.1.1. Written communication is great for keeping a paper trail of decisions and actions made as well as for putting together strategies and plans in place. Verbal interactions enable instantaneous idea generation and a more open flow of thoughts. Some companies are in a single office. Some have offices in various time zones. Others are fully remote and don’t have a physical location (Buffer and Zapier are great examples of location-independent companies). These are the methods of business communication applicable to some or all of the above scenarios:

4.1.1.1. 1) Web-based communication This includes everyday communication channels like emails and instant messaging applications (such as Slack, Hangouts, or even Nextiva Chat). The benefits of emails and messages lie in the ability to lead private conversations in a busy office environment, as well as sharing a message with many people—from a few to hundreds—all at once.

4.1.1.2. 2) Telephone meetings Phones removed the location barrier to running productive, fast-moving meetings. It allows for better idea exchange thanks to the non-verbal communication (tone of voice) compared to written communication. Cloud phone systems can accelerate onboarding and overall team collaboration.

4.1.1.3. 3) Video conferencing Great video conferencing systems enable people at remote locations to run meetings that feel as close to in-person meetings as possible. They take phone meetings one step up.

4.1.1.4. 4) Face-to-face meetings In-person meetings can help a business move forward with ideas quickly. Research shows that in-person meetings generate more ideas than virtual meetings. However, having a rock-solid meeting agenda is essential for effective meetings. 46% of employees rarely or never leave a meeting knowing what they’re supposed to do next.

4.1.1.5. 5) Reports and official documents Documenting activities that impact other people and departments is a crucial part of a well-oiled business communication system. The ability to refer to a written document at any moment reduces the chance for confusion or disagreement and provides extra clarity in communication.

4.1.1.6. 6) Presentations Presentations supported by reports and PowerPoint slide decks are often how meetings with larger groups are conducted. These are great for sharing new ideas in a way that creates space for questions and any clarifications.

4.1.1.7. 7) Forum boards and FAQs An internal area for employees to refer to frequently asked questions on various departmental topics and to ask new ones that will make them more productive and up-to-date on a matter.

4.1.1.8. 8) Surveys Both internal and customer surveys are an ideal way to gather feedback and ratings on important topics. Surveys facilitate a healthy cycle of feedback-supported improvements and open a communication channel between all levels inside an organization.

4.1.1.9. 9) Customer management activities This can include any customer relations activity. Examples include live chat support, customer relationship management (CRM) systems, customer onboarding process, customer reviews, and more.

5. Problems That Effective Business Communication Can Solve

5.1. Clear and effective business communication is critical for teams, employees, managers, and executives to perform their jobs and fulfill their responsibilities. Without the right processes and tools in place, the flow of information is interrupted and people are left in the dark. This can lead to serious consequences for the company, from unsatisfied employees and customers to lost profits. Transparent flow of information is an obvious overarching goal of a business communication process. But what are some deeper problems that successful business communication solves?

5.1.1. 1) Email overload and lack of everyday productivity and clarity In many workplaces, people are simply overwhelmed with the number of messages they receive in a single day. In his book Message Not Received, Phil Simon said the average person receives 120 to 150 emails per day. We easily misplace or completely overlook a crucial piece of information. With a business communication system in place, companies can reduce digital distractions and create space for ideas and thinking.

5.1.2. 2) Horizontal and vertical communication silos Often times, teams and departments don’t exchange essential information. Other times, there’s no easy way of reaching out to a department manager when there’s an issue inside a team. These silos form easily and often without anyone noticing, but can easily be remedied with a communication plan in place.

5.1.3. 3) Poor communication with remote employees Remote work is here to stay. The State of Remote Work report from Buffer shows that the vast majority of employees would like to work remotely for at least some of the time. They list collaboration and communication among the top three struggles when it comes to working remotely, proving the value of the right communication systems in place.

5.1.4. 4) Employee turnover/Low employee engagement Losing the ideal people from your organization puts your ability to serve customers at risk. It’s also expensive. Losing an employee can cost as much as twice their annual salary, but when companies do communicate effectively, they are 50% more likely to report turnover levels below the industry average.

5.1.5. 5) Poor customer service If there’s poor communication in an organization, two things happen when it comes to customer service. First, employees in customer-facing roles won’t have the information they need. Second, customers will sense low employee morale and have a negative experience. In fact, one study found that employee attitude improvement impacts customer satisfaction, which then results in an increase in revenue.