Six Cs of Business Communication

Effective business communication requires a tremendous amount of consideration for the

audience. Utilizing the 6 C’s of business communication in any writing situation will help you
achieve this end and ensure your audience can use the information you

Consideration
Give careful thought and attention to your audience in order to build goodwill. In many cases,
your readership will be made up of many individuals with varying backgrounds and knowledge-
bases. Since it’s impossible to know everything about everyone, focus on understanding as much
as you can about what they will need and expect in order to show you respect them and their
time.

Clarity
Write clear, straight-forward messages using plain language to avoid confusion or
misunderstandings. Business writing often relies on block paragraphs and bulleted lists in order
to make key information easy to find. It’s also important to assess what information is necessary
and what can be left out to enhance clarity.

Conciseness
Keep your message brief in order to get to the point quickly. This means you must be selective
with your information and pay special attention to how your phrasing can be worded in the most
efficient way possible. Avoid wordiness by eliminating most adjectives and adverbs (very,
really, extremely).

Coherence
Write your message in a way that allows the individual parts (words, sentences, paragraphs, etc.)
to contribute to the whole. Organize information logically, grouping like-information together,
and utilizing headers or strong transitions to help your reader easily understand your message.

Correctness
Strive for accuracy, in information as well as mechanics (spelling, grammar, etc.). If your writing
contains errors your credibility is harmed, and it becomes difficult to establish the level of
goodwill needed in order to reach your reader.

Confidence
Use your writing to demonstrate professionalism, competence, and clear thinking. When you
write with confidence, your audience will have confidence in you. Demonstrate confidence by
enacting the other C’s of business communication; follow genre conventions, get to the point
quickly, proofread your work, and meet your deadlines.

What exactly is business communication

To understand what business communication is, let’s focus on the term ‘communication’ first.

What ‘communication’ mean?

The word communication usually refers to talking, speaking, writing, or sending information to
another person. The whole idea of communication is very complex and focuses on various
aspects, many of which include:

 ensuring the message has reached the target audience

 ensuring the receiver of the message understands and responds to it, if necessary
 ensuring, as the message sender, that you communicate with manners and with
appropriate precision and clarity

The role of communication in business

Business communication entails every sort of communication that occurs within a particular
business environment. Business communication contributes to the development of an ability
to influence others, bringing about changes in the attitudes and views of people, driving
motivation, as well as creating and maintaining professional relationships.

Many scholars and business owners agree that it is the most important foundation skill for
anyone in the world of work. Just think about your very first encounter with a company you are
currently working at. Would you have gotten this job without professional communication?

In these times of fast-progressing globalisation and growing demand for

teamwork, communication skills are absolutely crucial to the success of any business,
regardless of its size. This helps streamline workflows and avoids overworking employees,
which could lead to bad sleeping routines and poor decision-making. A rested employee is a
productive worker!

Now that we know what business communication is, as well as how important it is, let’s explore
the different types of it and look at some examples of them:

Types of business communication with examples

We have divided communication into two main categories: internal and external. Both can be
further divided into two different forms: upward and downward. Let’s explore each of them:

#1 Internal upward

This means any information transfer from an individual working in a company up the
organizational hierarchy, for example from a subordinate to a manager. Managers often need
various types of messages from the people working in the teams they manage. When team
members provide their managers with any type of information, we consider this internal upward
communication.

Examples:

 Sales reports
 Surveys
 Templates
 Summaries
 Systematic forms
 Feedback forms, grievances, and disputes

#2 Internal downward

Internal downward communication is the opposite of internal upward communication and occurs
when a superior communicates with one or more subordinates. For example, managers
reaching out to the employees they manage.

It is most commonly used for things like transferring crucial information, providing instructions,
encouraging discussions between people, motivating staff, and increasing productivity.
Examples:

 Job instructions and rationale sent from directors to managers

 Forms sent from mid-level to low-level management employees
 Procedures and practices
 Performance feedback forms
  Presentations about a company’s strategy and core values presented to new employees
during orientations

#3 External upward

External upward communication takes place between employees inside an organisation and
stakeholders outside of it who are located higher in the hierarchy. External stakeholders include
business partners, government officials, community residents, and external administrators, etc.

Examples:

 Invoices
 Annual reports
 Purchase orders
 Newsletters
 Magazines

#4 External downward

In a similar fashion, external downward communication occurs between a company and its
external stakeholders, but this time the party higher in the company is the one starting the
communication. External communication typically includes brochures, email, newsletters, and
posters that are all intended to attract potential customers, partners, and suppliers.

Examples:

 Product training and support communication

 Promotional and marketing literature
 Communication with sales and delivery channels

Means of business communication

Business communication can be done in many ways, and we’ll explore 3 of them in this article:

Verbal

Verbal communication is basically any type of oral communication in the form of spoken
language to send information to other people. In verbal communication, not only do people
communicate with words, but they also often attach emotions, feelings, thoughts and ideas to
them, whether intentionally or not.

Have you ever heard of the 7-38-55 rule? It is Albert Mehabrian’s theory concerning the
communication of emotions. According to this concept, 7% of meaning is communicated
through spoken words, 38% by tone of voice, and 55% via body language. You may want to
remember about it next time you’re faced with an important conversation with your boss about a
raise!

Written

Written communication, as the name suggests, consists of all types of information sharing that is
in the form of written messages like emails, letters, reports, telegrams, bulletins, manuals, paper
announcements, and more. Unlike verbal communication, it takes a bit more effort to
communicate emotions and feelings with written communication.

Things to look out for when using written communication include choosing the correct level of
formality, being aware of spelling and grammar mistakes, as well as the appropriate clarity for
the receiver.

Remote
You may be familiar with ‘remote work’ that many employees are currently experiencing due to
the COVID-19 pandemic, but are you familiar with remote communication? It occurs at a
distance, mostly via electronic tools. Thanks to remote communication, you can work remotely
without face-to-face interactions.

There are many tools out there allowing for remote communication. Some of them are:

 Telephone calls, like call center solutions

 Emails
 Email ticketing system
 Online chats and conferences
 Work operating systems
 Video meetings, such as webinars
How to master your business communication skills – our 7
lucky tips and tricks!
Now that you know what business communication is, as well as the different types and methods,
it’s about time we shared with you some of our secrets.

In the final section, we will give you our 7 top tips and tricks to mastering your business
communication skills. Let’s get to know them:

Work on your body language

Your body language, as well as your appearance, plays a significant role in the way you are
perceived during business communications. Pay attention to the language you use when you
interact with people in a business environment, take care of your looks, and make sure you
stick to the appropriate dress code. Finally, remember the aforementioned 7-38-55 theory.

Listen carefully

To communicate effectively, you need to keep your ears open. Communication works both ways,
and you should always make a note of what the other person wants to communicate to you. This
also shows respect and engagement.

“If you think communication is all talking, you haven’t been listening.” – Ashleigh Brilliant

Practice your general communication skills

Practice makes perfect. If you feel as though you lack some fundamental communication skills in
a business environment, focus on practising them outside of your workspace. Make speeches,
chat with friends about various topics, engage in discussions, and listen to podcasts. You will
see great results quickly!

Use the right channels for different types of communication

It’s hugely important to use the right channels for various types of discussions and conversations
that occur within a business environment. Set clear guidelines, make sure everyone knows them,
and stick to them. This will contribute to maintaining a well-organized workplace with
dedicated spaces to professionalism as well as out-of-work topics.

Setting up such channels might apply to your customer service as well. You could, for example,
run a customer support line through a call center tool. Today, call centers are still highly
regarded by customers, so this may be a good option for your business. There are many reliable
tools to choose from, but CloudTalk is the only choice if you are looking for the best solution out
there. Offer your customers a personalized experience and solve any issues quickly thanks to
human-to-human interactions.

Expand your business vocabulary

If you work in a niche business, you may need or get acquainted with vocabulary and jargon that
is specific to your niche. Read about your industry, watch movies, listen to podcasts, and chat
with your coworkers. Everything takes time, but you will get there eventually.

Prepare for meetings to avoid stress

Stress can be a huge brain freezer, so make sure you always prepare for your business meetings
in advance. There is nothing worse than having to think on the spot, especially if you are already
struggling with communicating effectively. Avoid having to do so by preparing well and
being relaxed when it is time to ‘do the talking’.

Engage in discussions

Engaging in vivid and lively discussions will be a great stimulation for your brain and
communication skills. The more you interact with other people, the better you will become at it.
Business communication is not as scary as it seems!
All-Things Business Communication Discovered!
Here we are! Richer in knowledge and insightful pieces of advice.

Business communication plays a significant role in any company, and it should always be one of
the key fundamental elements of success. Excellent communication skills within a business
environment vastly contribute to personal growth, increased quality of performance at work, and
overall job satisfaction.
In this article we have:

 explained the term ‘business communication’

 given examples of the various type and methods of communication
 provided you with insightful tips on how to improve your business communication skills

Keep in mind that communication is very important everywhere, but especially in professional
spaces. Follow this guide and our blog for more content on communication, specifically that
regarding call centers and telephone support services.

Category: Sales - Call Center

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