Concepts of Communications

Introduction: Definition and Process of Communication - Forms of Verbal and Non-verbal

Communication
Barriers of Communication: Communication barriers and overcoming communication barriers -
guidelines for effective communication.
Business Writing: Direct and Indirect Approaches to Business Writing - Five Main Stages of Writing
Business Messages.

 Introduction: -

 Communication is as old as human civilization. The common need for protection led to group
life. As group life developed, forms of communication also developed. Communication was in
the forms of codes, indications, signals, and expressions.
 Gradually with the increase in population, division of labor, exchange economy, etc.,
necessitated the development of language. In the present-day world, communication is a vital
need of every Step in any industrial or commercial activity.
 The term communication has been derived from the Latin word, ‘communis’, which means
common. Communication means, to tell, show, spread information, and inform. The term
communication is used to signify the process of transferring ideas or receiving them by any
means such as word of mouth, telephone, telegram, letter, message, etc. Thus, communication
stands for sharing of information, imparting or conveying ideas and knowledge.

 Meaning

The English word ‘communication’ is derived from the Latin word communis, which means common.
The term communication refers to the sharing of ideas in common. In other words, it is the
transmission and interaction of facts, ideas, opinions, feelings, or attitudes. Communication is the
essence of management. The basic function of management (planning, organizing, staffing, directing,
and controlling) cannot be performed well without effective communication.
In short, Communication is the process of passing ideas, views, facts, information, and understanding
from one person to another. This process is necessary for making the subordinates understand what the
management expects from them.
Communication cannot take place without two parties – the receiver and the sender. The information
which is sent by the sender must be understandable to the receiver.
 Definition:

Following are some of the important definitions of communication:

 Communication may be defined as “the transfer of information and understanding from one
person to another.”
  According to Koontz and O’Donnel, Communication may be understood “as the exchange of
information at least between two persons to create an understanding in the mind of the other,
whether or not it gives rise to conflict.”
 Newman and Summer- “Communication is an exchange of facts, ideas, opinions or emotions
by two or more persons.”
 ‘Communication is the sum of all things a person does when he wants to create an
understanding in the mind of another. – Louis A. Allen
 ‘It is the process of passing information and understanding from one person to another. It is
essentially a bridge of meaning between people. By using this bridge of meaning, a person can
safely cross the river of misunderstanding that separates all the people’. – Keith Davis

 Objectives
The primary objective of communication in management is to convey information—instructions,
policies, procedures, decisions, etc., so the listener will hear, read, understand what is said, agree and
accept the message, and react as intended by the manager or sender of the communication.
There are many objectives of communication. They are

 Stronger Decision Making

 Increased Productivity
 Steadier Workflow
 Enhanced Professional Image
 Clearer Promotional Material
 Provide Advice
 Provide Order
  Suggestion
 Persuasion
 Education
 Warning
 Raising Morale & Motivation
 To Give & Receive information
 To Provide Counseling
 To Improve Discipline

 Communication – Characteristics
The characteristics of communication are as follows:

(i) At least two persons – Communication involves at least two persons—the sender and the
receiver. The sender sends the message and the receiver receives the message. There is an exchange
of information between two or more persons.

(ii) Two-way process – Communication is essentially a two-way process. It does not merely mean
sending and receiving messages. It is not complete unless and until the message has been
understood by the receiver in the same sense.

(iii) Form of communication – Communication may take several forms, e.g., order, instruction,
report, queries, etc. It may be verbal or written. It may be formal or informal.

(iv) Scope – Communication is present in all human relationships. It is essential in all types
of organizations and at all levels of management. It has a very wide scope.

(v) Dynamic process – Communication is influenced by the mood and thinking of the sender and
receiver. It keeps on changing depending upon the Level of understanding of the sender and
receiver.

(vi) Goal-oriented – Communication is goal-oriented and is effective only when there is a

congruence of goals of the sender and the receiver.

(vii) Interdisciplinary – Communication derives knowledge from several sciences like anthropology
(the study of body language), sociology (the study of human behavior), psychology (the study of a
human), etc. The linking between these sciences makes communication effective.
 (viii) Interpersonal relations – The main purpose of communication is to influence the human behavior
which creates interpersonal relations.

(ix) Circular process – There is a circular flow of information in the communication process. After
the feedback, the receiver of the original message is required to transmit another message. The
response indicates the success of the communication.

 Elements of Communication Process:

The communication is a dynamic process that begins with the conceptualizing of ideas by the
sender who then transmits the message through a channel to the receiver, who in turn gives
the feedback in the form of some message or signal within the given time frame. Thus, there
are Seven major elements of communication process:

The communication process has the following components:

1. Sender or communicator – Sender is an employee with ideas, intentions, information, and a purpose
for communicating. He is the source or initiator of the communication. He has something with a
meaning to communicate. Communication begins when a sender identifies the need to send a
message based on certain reasons.

2. Message – The sender encodes meaning into a message that can be transmitted. The
message represents the meaning, the source is trying to convey.

3. Encoding – The function of encoding is to provide a form in which ideas and purpose can be
expressed as a message. The result of the encoding process is the message. Encoding
involves translating the sender’s intent or ideas into a systematic set of symbols or gestures.

4. Channel or medium – A medium serves as the means of communication whereas a channel refers
to the means of transmission of a message between the sender and the receiver.
A medium, which is an abstraction, can be oral, written, or non-verbal. Channel, on the other hand,
is concrete and could be a letter, a report, a book, a memorandum, fax, an email, the television, the
telephone, etc.
A sender conveys his/her message to the receiver by some medium (oral, written, or non-
verbal) over some channel (electronic means or printed Media).
 5. Receiver – The receiver is the individual whose senses perceive the sender’s message. There may be
one or many receivers. If the message does not reach the receiver, communication is not
completed.

6. Decoding – Decoding is the process by which the receiver interprets the message and translates it
into meaningful information. Decoding is a two-step process – (a) the receiver must first perceive
the message, and (b) the receiver must then interpret it. The decoding process is very much affected
by some factors such as the receiver’s need, status, experience, situational factors, etc.

7. Communication noise – In communication, noise can be thought of as those factors that disturb
or distort the intended message. Noise may occur in each of the elements of communication.
“Noise” hinders communica•tion.
It includes the following factors:
(a) Factors that hinder the development of clear thought.
(b) Faulty encoding due to ambiguous symbols.
(c) Defects in the channel.
(d) Inattentive reception.
(e) Faulty decoding due to prejudices, wrong under•standing, personal outlook, the wrong meaning
of words and symbols.
Noise can result in miscommunication. Hence the important point is to realize all these possibilities of
noise and to minimize them.

8. Feedback – A feedback provides a link or channel for the communicator to know the
receiver’s response and to determine whether the message has been received and has produced the
intended change.
Feedback may come in many ways. In face-to-face communication, feedback comes through the facial
expressions of the receiver. Some indirect means of feedback are such factors as declines in
productivity, poor quality of production, lack of coordination, absenteeism, etc. Feedback may cause
the sender to modify his future communication.

 FORMS OF COMMUNICATION:

There are several types of communication in our practical life. It depends on an organizational pattern;
parties of organization involved; several workers, the pattern of activating, etc. the types of
communication are shown below in a diagram:

A. Based on parties
1. External communication: External communication is the process of exchanging information
with the people of various external or outside parties of the organization. Generally, these
parties are a stakeholder of the organization.
2. Internal communication: Internal communication is the process of exchanging
information among people of different levels or internal participants within the
organization.
(i) Horizontal communication: Horizontal communication is the communication where information
or messages flows between or among the parallel or same level or statuses people of the organizational
structure.
(ii) Vertical communication: Vertical communication is the communication where information
or messages flows between or among the subordinates and superiors of the organization.
(i) Downward communication: Downward communication is the communication where information or
messages flows from the top of the organizational structure from the bottom of the organizational
structure.
(ii) Upward communication: Upward communication is the communication where information or
messages flows from the down/bottom of the organizational structure to the top of the organizational
structure.
(iii) Cross or diagonal communication: Diagonal or cross-communication occurs when information
flows between persons at different levels who have no direct reporting relationship. It is used to speed
information flow, to improve understanding to coordination etc. for the achievement of the
organization.
B. Based on formality
 Formal communication: Formal communication is the process of exchanging information by
following the prescribed or official rules, procedures, systems formalities, chain of command
etc. in the organizational structure.
 Informal communication: Informal communication is the process of spontaneous exchange of
information among various people of different status in the organizational structure.
C. Based on media
 Written communication: Written communication is the process of communication in
which messages or information is exchanged or communicated within sender and receiver
through written form.
 Oral or verbal communication: Oral or verbal communication is the process of
communication in which messages or information is exchanged or communicated within
sender and receiver through using any spoken or written word.
 Non-verbal communication: Non-verbal communication is the process of communication in
which messages or information is exchanged or communicated within sender and receiver
through without using any spoken or written word.

D. Others
 Mass communication: Mass communication is a process of transmitting
information, thoughts, opinions or attitude through specific channel or media to a
large number of heterogeneous audiences.
 Personal communication: When people exchanged information related to their personal
life or personal affair is known as personal communication.
 Interpersonal communication: Interpersonal communication occurs when two individuals
are involved or exchanging information, ideas, opinions, feelings relating to the personal,
social, organizational, national and international matter who are located in the same place. It is
a process of face-to-face communication between individuals where messages may be verbal
(that is, expressed in words) or they may not involve words at all but consist of gestures, facial
expressions, and certain postures (body language).
 1. Verbal Communication: The communication happens through verbally, vocally or through
written words which express or convey the message to other is called verbal communication.
Example: Baby crying (vocal) is verbal communication which express the hungry or pain through
vocally.
Verbal communication has classified into two types:
A . Oral Communication B. Written Communication.
Apart from oral and written, verbal communication is also has following types:
a. Public Communication, c. Intrapersonal Communication
b. Small Group Communication d. Interpersonal Communication

 Types of Verbal Communication:

A. Oral Communication: A communication which happens through word of mouth, spoken
Words, conversations and also any messages or information are shared or exchanged between
one another through speech or word of mouth is called oral communication.
Example: Public speech, News reading, Television, Radio, telephone and mobile conversations.

B. Written Communication: A communication happens through any word written or often

written sign which refers the languages uses in any medium is called written communication.
Example: Simply any hand written, typed, Newspaper, printed word documents, letters,
books and magazines.

There are also other four types of verbal communication, which are listed below:

A. Public Communication: The public communication is defined as the communication of a

person with the public. It involves a massive assembly of people. For example, the Prime
Minister addressing the public about the multiple developing projects; Other examples
include elections, campaigns, public speeches, etc.
B. Small-Group Communication: The small group communication is defined as communication
within two or more people. The number of people participating in such communication is
enough to have a good interaction with each other; For example, school meetings, board
meetings, press conferences, office meetings, team meetings, family gatherings, etc.
C. Intrapersonal Communication: Intrapersonal communication is communication within us. It
is also called as internal communication. It includes self-thinking, analysis, thoughts,
assessments, etc. associated with the inner state of mind.
 The person's internal thoughts or feelings play a vital role in intrapersonal communication. It
also includes various activities, such as solo speaking, solo writing, solo dancing,
concentration, and self-awareness.
D. Interpersonal Communication: Interpersonal communication is the communication
between us and others over the channel. The communication can be online, face-to-face,
video conference on mobile, etc.
Interpersonal skills are essential, whether we are a manager, employee, or looking for work.
Such skills are also known as soft skills that determine how well a person can communicate,
behave, and relate to others.

2. Non-Verbal Communication: Any communication without word of mouth, spoken words,

Conversation and written languages are called Non-Verbal Communication. It happens through
Signs, symbols, colors, gestures, body language or any facial expressions are known as non-verbal
communication.
Examples: Traffic signals are one of the best examples for non-verbal communication.

TYPES OF NONVERBAL COMMUNICATION

1. Kinesics
Body Movements
Gestures and Body Stance
Facial Expressions
Eyes Movements
2. Proxemics
3. Haptics
4. Chronemics
5. Paralanguage
6. Appearance
7. Artifacts
8. Environment
1. KINESICS:

a. Body language is a type of a nonverbal communication in which physical behaviors are

used to express or convey the information. Such behavior includes facial expressions, body
posture, gestures, eye movement, touch and the use of space. Interpretations of human body
language. It is also known as kinesics.
b. Facial expression is a part of body language and the expression of emotions such as the
movement of the eyes, eyebrows, lips, nose and cheeks. The face displays numerous
emotions such as: Happiness, Surprise, Disgust, Anger, Sadness, etc...
c. Head and neck signals: The body language of the head should be considered in
conjunction with that of the neck. Body language conveyed by the head and neck involves
various ranges of movement. Nodding of the head is generally considered as a sign of
saying 'yes'. Shaking the head is usually interpreted as meaning 'no'.
d. Body postures: Emotions can also be detected through body postures. For example, a
person feeling angry would portray dominance over the other, and their posture would
display approach tendencies. Sitting or standing postures also indicate one's emotions. A
person sitting till the back of their chair, leans forward with their head nodding along with
the discussion implies that they are open, relaxed and generally ready to listen. On the other
hand, a person who has their legs and arms crossed with the foot kicking slightly implies
that they are feeling impatient and emotionally detached from the discussion
e. Gestures - Gestures are movements made with body parts (example hands, arms, fingers,
head, legs) and they may be voluntary or involuntary. Different hand gestures help
emphasize meanings and regulate interaction between or among participants.
For Example: Relaxed hands indicate confidence and self-assurance, while clenched
hands may be interpreted as signs of stress or anger. If a person is wringing their hands,
this demonstrates nervousness and anxiety.
f. Oculesics - Oculesics, a subcategory of body language, is the study of eye movement, eye
behavior, gaze, and eye-related nonverbal communication. Eyes are said to be the window
to the soul. - Through eye contact, one can tell if the other party is paying attention to the
speaker’s words. - It can also help in determining whether one is saying the truth or not. -
Through eye contact we can be able to know one’s emotional condition.

2. PROXEMICS-

Another notable area in the nonverbal world of body language is that of spatial
relationships, which is also known as Proxemics. Introduced by Edward T. Hall in
1966, Proxemics is the study of measurable distances between people as they interact
with one another.
Hall also came up with four distinct zones in which most men operate:
Intimate distance for embracing, touching or whispering
Personal distance for interactions among good friends or family members
Social distance for interactions among acquaintances
Public Distance used for public speaking.

3. HAPTICS(Touch)-

It is a subcategory of Body Language, and the study of touching as such, handshakes,

holding hands, back slapping, high fives, brushing up against someone or patting someone all
have meaning. Touching is the most developed sense at birth and formulates our initial views
of the world. Touching can be used to sooth, for amusement during play, to flirt, to express
power and maintain bonds between people, such as with baby and mother.

4. CHRONEMICS(Time)–

The use of time in nonverbal communication is formally defined as chronemics. Time

perceptions include punctuality, willingness to wait, and interactions. The use of time can
 affect lifestyles, daily agendas, speed of speech, movements and how long people are
willing to listen.

5. PARALANGUAGE–

The attributes of voice like audibility, pleasantness, distinctness, and correctness in

pronunciation, flexibility, etc. help to shape the meaning in oral communication. - These
attributes help in creating meaning. - Paralanguage goes beyond the linguistic form of an
utterance.
Diction, the highness and lowness of tone, intensity, the manner of delivery, rate of
speaking, etc. create the intended meaning of an utterance. - When something is delivered
coupled with gestures and facial expressions may reflect the feeling(s) and/or emotion(s) of
the participant in a communicative situation.

6. APPEARANCE-
Personal appearance refers to the way the audiences with their expectations of
appropriateness, see and evaluate the way you look. The ways you look is all about your
outward appearance of clothing, grooming, and make-ups.
Physical appearance largely determines attractiveness and those who are attractive are more
likely to be considered as more intelligent, more persuasive, and more likeable than the
unattractive ones.
Appearances also include:
*Hairstyles
* Body cleanliness
* Clean Nails
* Shiny shoes
*No tattoos
*Being appropriately dressed

7. ARTIFACTS-
Artifacts are forms of decorative ornamentation that are chosen to represent self-
concept. They can include rings and tattoos, but may also include brand names and logos.
From clothes to cars, watches, briefcases, purses, and even eyeglasses, what we choose to
surround ourselves with communicates something about our sense of self. They may project
gender, role or position, class or status, personality, and group membership or affiliation.

8. ENVIRONMENT-
Environment involves the physical and psychological aspects of the communication
context. The perception of one’s environment influences one’s reaction to it. For example,
Google is famous for its work environment, with spaces created for physical activity and
even in-house food service around the clock. The expense is no doubt considerable, but
Google’s actions speak volumes. The results produced in the environment, designed to
facilitate creativity, interaction, and collaboration, are worth the effort.
 BARRIERS TO COMMUNICATION:

The barrier of communication is such a part that you have to keep in mind during every communication.
Even after taking care of every other detail during the conversation, some misunderstandings remain
during communication. Therefore, we must keep in mind some communication barriers to eliminate
misunderstandings.

Barriers during communication can be of many types such as linguistic barriers, physical barriers,
Personal barriers, Gender barriers, Emotional barriers, Language Barriers, Status Barriers, Cultural
Barriers, Organizational Barriers, Semantic Barriers, and Inattention Barriers and many more barriers.

1. Physical Barriers: It is also caused by barrier distance. Suppose that the person sending the
message is far away from the recipient. And communication is happening between the two. The
barrier arises due to him not being heard clearly because of far distance.

2. Personal Barriers: The personal factors of both sender and receiver may exert influence on
effective communication. These factors include life experiences, emotions, attitudes, behavior
that hinders the ability of a person to communicate.

3. Gender barriers: Gender barrier is also a type of barrier, such as male and female in an
organization, people of both genders work. Societal stereotypes, assumed gender roles, and
interpersonal differences can contribute to a communication gap between the gender and there is a
rift between people due to gender. For Example: Women are focused on relationships and men
are focused on tasks.

4. Emotional Barriers: The emotional barrier changes according to our mood. Emotional barriers are
due to mental limitations created by one’s own self. Emotional Barriers are the mental walls that
keep you from openly communicating your thoughts and feeling to others.

5. Language Barriers: Language barriers are the most common communication barriers which cause
misunderstandings and misinterpretations between people......Not using the words that other
person
understands makes the communication ineffective and prevents message from being conveyed.

6. Status Barriers: People often have difficulty navigating status differences when trying to
inform or persuade others. To many, social status is an indicator of credibility and legitimacy,
and this effects how seriously others take what one communicates. Status differences can create
a bias against those with the perceived lower status.

7. Cultural Barriers: Past experiences, perception, and cultural background greatly affect the way
people talk and behave. Culture plays an important role in shaping the style of communication.
...
 The culture in which individuals are socialized influences the way they communicate, and the way
individuals communicate can change the culture.

8. Organizational Barriers: Inside the organization, there are many things inside which a
communication barrier is created. Just like the policy of the organization, about the rule and regulation
of the organization, about the status, the facility, there are many other things which cause a lot of
barriers.
9. Semantic Barriers: Semantic barriers to communication are the symbolic obstacles that distort the
sent message in some other way than intended, making the message difficult to understand. The
meaning of words, signs and symbols might be different from one person to another and the same
word might have hundreds of meanings.
10. Inattention barriers: Sometime the persons do not pay adequate attention to the message.
They do not listen, the spoken words attentively. The communication has no impact on those who
are unwilling to listen. Inattention arises due to lack of interest, over stimulation and time pressure.

 OVERCOME BARRIERS OF COMMUNICATION

Eliminating differences in perception: Seek clarity: if we are unclear about expectations,

assumptions, preferences or beliefs of another person in an interaction, confusion may arise. The
key to overcoming perceptual barriers is asking questions to gain a sense of clarity and ensure that
you and the other person are on the same page.
Use of Simple Language: Use of simple and clear words should be emphasized. Use of
ambiguous words and jargons should be avoided.
Reduction and elimination of noise levels: Noise is the main communication barrier which must be
overcome on priority basis. It is essential to identify the source of noise and then eliminate that
source.
Active Listening: Listen attentively and carefully. There is a difference between “listening” and
“hearing”. Active listening means hearing with proper understanding of the message that is
heard. By asking questions the speaker can ensure whether his/her message is understood or not
by the receiver in the same terms as intended by the speaker.
Emotional State: During communication one should make effective use of body language. He/she
should not show their emotions while communication as the receiver might misinterpret the
message being delivered. For example, if the conveyer of the message is in a bad mood then the
receiver might think that the information being delivered is not good.
Simple Organizational Structure: The organizational structure should not be complex. The
number of hierarchical levels should be optimum. There should be a ideal span of control within
the organization. Simpler the organizational structure, more effective will be the communication.
Avoid Information Overload: The managers should know how to prioritize their work. They should
not overload themselves with the work. They should spend quality time with their subordinates
and should listen to their problems and feedbacks actively.
Give Constructive Feedback: Avoid giving negative feedback. The contents of the feedback might
be negative, but it should be delivered constructively. Constructive feedback will lead to effective
communication between the superior and subordinate.
Proper Media Selection: The managers should properly select the medium of communication.
Simple messages should be conveyed orally, like: face to face interaction or meetings. Use of
written means of communication should be encouraged for delivering complex messages. For
significant messages reminders can be given by using written means of communication such as :
Memos, Notices etc.
Flexibility in meeting the targets: For effective communication in an organization the managers
should ensure that the individuals are meeting their targets timely without skipping the formal
channels of communication. There should not be much pressure on employees to meet their
targets.
  GUIDELINES FOR EFFECTIVE COMMUNICATION:
Effective communication is a part and parcel of any successful organization. A communication should
be free from barriers so as to be effective. Communication is a two way process where the message
sent by the sender should be interpreted in the same terms by the recipient. The characteristics of
effective communication are as follows:

1. Clarity of Purpose: The message to be delivered must be clear in the mind of sender. The
person to whom it is targeted and the aim of the message should be clear in the mind of
the sender.
2. Completeness: The message delivered should not be incomplete. It should be supported by
facts and observations. It should be well planned and organized. No assumptions should be
made by the receiver.
3. Conciseness: The message should be concise. It should not include any unnecessary details.
It should be short and complete.
4. Feedback: Whether the message sent by the sender is understood in same terms by the
receiver or not can be judged by the feedback received. The feedback should be timely and in
personal. It should be specific rather than general.
5. Empathy: Empathy with the listeners is essential for effective verbal communication. The
speaker should step into the shoes of the listener and be sensitive to their needs and
emotions. This way he can understand things from their perspective and make
communication more effective.
6. Modify the message according to the audience: The information requirement by different
people in the organization differs according to their needs. What is relevant to the middle level
management might not be relevant to the top level of management. Use of jargons should be
minimized because it might lead to misunderstanding and misinterpretations. The message
should be modified according to the needs and requirements of the targeted audience.
7. Multiple Channels of communication: For effective communication multiple channels
should be used as it increases the chances of clarity of message. The message is reinforced by
using different channels and there are less chances of deformation of message.
8. Make effective use of Grapevine (informal channel of communication): The employees and
managers should not always discourage grapevine. They should make effective use of
grapevine. The managers can use grapevine to deliver formal messages and for identification
of issues which are significant for the employees. The managers can get to know the problems
faced by the employees and can work upon it.

 BUSINESS WRITING:
Business writing is a type of writing that is used in a professional setting. It is a purposeful piece of
writing that conveys relevant information to the reader in a clear, concise, and effective manner. It
includes client proposals, reports, memos, emails, and notices. Proficiency in business writing is a
critical aspect of effective communication in the workplace.

 BUSINESS MESSAGES
Business messaging is a set of channels over which companies and consumers can communicate with
each other. The most common messaging channel is SMS or text messaging.
 TYPES OF BUSINESS MESSAGES
 This division is based in accordance with the effect it has on the reader Concept

1. POSITIVE Messages: Convey good feeling Letters of appreciation, thanks

giving, expression of interest, sympathy, etc.
2. NEGATIVE Messages: Convey disappointment, disapproval, dissatisfaction Letters of
disapproval, disagreement, denial, refusal, job denials, cancellation, etc.
3. NEUTRAL Messages: Convey no feeling; contain information, necessitating
action Day-to-day messages, reports, routine letters, reminders, proposals, etc.
 4. PERSUASIVE Messages: Action demanding communication system, agreement with
the writer’s point of view Memoranda of Interests, Invitations, Brochures, etc.

 DIRECT AND INDIRECT APPROACHES TO BUSINESS MESSAGES

 Regardless of the more popular methods of communication, such as e-mail and other social
media exchanges, letters remain the most formal and legal type of written business
communication.
 Five types of business letters are thank you letters, claim letters, adjustment letters, inquiry
letters, and transmittal letters.
 These letters can be written in a direct approach or an indirect approach.
 Most claim letters, inquiry letters, and transmittal letters are written in a direct approach,
where the writer refers to background, stating his/her purpose for writing in the opening
sentences of the first paragraph.
 The indirect approach is used for letters that have negative messages. These types of letters
are letters that deny requests, such as adjustment letters that deny claims or letters that deny
employment applications.
 After referring to background, the writer using the indirect approach adds a disclaimer that is
intended to soften a negative decision. The second paragraph states and explains the purpose of
the decision. This arrangement is a respectful, professional way to deliver a negative message.

 DIRECT APPROACH:
 When you use the direct approach, the main idea (such as a recommendation, conclusion,
or request) comes in the "top" of the document, followed by the evidence.
 This is a deductive argument. This approach is used when your audience will be neutral or
positive about your message.
 In the formal report, the direct approach usually mandates that you lead off with a summary
of your key findings, conclusions, and recommendations.
 This "up-front" arrangement is by far the most popular and convenient for business reports.
It saves time and makes the rest of the report easier to follow.
 For those who have questions or want more information, later parts of the report
provide complete findings and supporting details.
 The direct approach also produces a more forceful report. You sound sure of yourself when
you state your conclusions confidently at the outset.

 INDIRECT APPROACH:
 In the indirect approach, the evidence is presented first, leading therefore to the main idea.
 This is an inductive argument. This approach is best if your audience may be displeased
about or may resist what you have to say.
 At times, especially if you are a junior member of an organization or if you are an
outsider, writing with an extremely confident stance may be regarded as arrogant.
 In such cases, or if your audience will be skeptical or hostile, you may want to use the indirect
approach: Introduce your complete findings and discuss all supporting details before
presenting your conclusions and recommendations.
 The indirect approach gives you a chance to prove your points and gradually overcome
your audience’s reservations. By deferring the conclusions and recommendations, you
imply that you’ve weighed the evidence objectively without prejudging the facts.
 You also imply that you’re subordinating your judgment to the audience, whose members
are capable of drawing their own conclusions when they have access to all the facts.
  Although the indirect approach has its advantages, some readers will always be in a hurry
to get to "the answer" and will flip to the recommendations immediately, thus defeating
your purpose.
Conclusion:
Therefore, consider length before choosing the direct or indirect approach. In general, the longer
the message, the less effective an indirect approach is likely to be. Furthermore, an indirect
argument is harder to follow than a direct one. Because both direct and indirect approaches have
merit, businesspeople often combine them. They reveal their conclusions and recommendations as
they go along, rather than putting them first or last. As a result, the approach strategy of business
reports can sometimes be hard to classify.
 Two Sample Introductions for Formal Reports
1. Direct Approach (assumes audience will favour or be neutral to your recommendations),
 Since the company’s founding 25 years ago, we have provided regular repair service for all our
electric appliances. This service has been an important selling point as well as a source of
pride for our employees. However, we are paying a high price for our image. Last year, we
lost
$500,000 on our repair business.
 Because of your concern over these losses, you asked me to study the pros and cons of
discontinuing our repair service. With the help of John Hudson and Susan Lefkowitz, I
have studied the issue for the last two weeks and have come to the conclusion that we have
been embracing an expensive, impractical tradition.
 By withdrawing from the electric appliance repair business, we can substantially improve our
financial performance without damaging our reputation with customers. This conclusion is
based on three main points that are covered in the following pages:
I. It is highly unlikely that we will ever be able to make a profit in the repair business.
II. Service is no longer an important selling point with customers.
III. Closing down the service operation will create few internal problems.
2. Indirect Approach (assumes audience will be hostile to or resistant to your recommendations or
that you are much lower in the organizational power structure than the primary reader)
 Since the company’s founding 25 years ago, we have provided regular repair service for all our
electric appliances. This service has been an important selling point as well as a source of
pride for our employees. However, the repair business itself has consistently lost money.
 Because of your concern over these losses, you asked me to study the pros and cons of
discontinuing our repair service. With the help of John Hudson and Susan Lefkowitz, I
have studied the issue for the last two weeks. The following pages present my findings for
your review. Three basic questions are addressed:
I. What is the extent of our losses, and what can we do to turn the business around?
II. Would withdrawal of this service hurt our sales of electric appliances?
III. What would be the internal repercussions of closing down the repair business?
 FIVE MAIN STAGES OF WRITING BUSINESS MESSAGES:
 Writers have their own writing process as per their preference and they follow those steps
naturally. Whenever they get stuck with some tough topics, they follow the steps which are
familiar to all to stimulate their ideas in a right manner. It starts with prewriting and ends
with publishing. However, 5 basic stages of the writing process are prewriting, drafting,
revising, editing and publishing.
 Each stage is precisely discussed here to represent a clear perception about the entire process of
writing.
1. Prewriting: Prewriting is important as it is the first stage, where a writer chooses the topic and
narrow down the points as well as he determines the purpose of his writing. Additionally, the
writer should consider his audience whom he needs to address. Find your idea and then try to
develop your idea and accumulate pertinent information that supports your idea. The next step is to
plan and structure your idea.
2. Drafting: Drafting is nothing but putting your points and ideas on paper and arrange these
points in a readable manner. Writers usually research about their topics at the prewriting stage
and then they accumulate the entire information at this stage. First, the writers do a rough draft
and then they try to arrange their points in a best possible way and gradually prepare a final draft.
3. Revising: Revising is another imperative stage, where a draft is scrutinized thoroughly and
points incorporated in the draft are rearranged. At this stage, new points are added and some
points are replaced and removed as per the requirements. However, revision is indispensable to
make the outlook of the writing catchy and cogent.
4. Editing: Fine the tone of the writing and check each line thoroughly. Check spelling,
grammar, punctuation, sentence structure, document format and other things. Check the entire
content as mistakes should not leave behind. However, editing is the stage where writers can
modify their lines as well as theme. It is always better to give your writing to someone for
editing.
5. Publishing: Publishing is the last stage where writers submit their work to the publisher.
Make sure your written document should be completed before giving to the publisher. However,
each writer’s goal is to publish his work and reach to the readers.