Discuss the importance of business communication to a modern organisation.
How to lay out the answer. Follow the frame, then write it in your own words.
1 · Define it. Business communication is the sharing of information, ideas and instructions inside and outside an organisation to achieve its goals. It is complete only when the receiver understands.
2 · Name the elements. Sender, message, channel, receiver and feedback, within a context, with noise as a risk.
3 · Show the two directions.
Internal: downward, upward, horizontal and diagonal, plus the grapevine.
External: customers, suppliers, banks, government and the public.
4 · Importance inside the firm.
Planning and decision-making
Coordination between departments
Clear instructions, fewer mistakes
Motivation and good relations
5 · Importance outside the firm.
Customer service and sales
Public image and trust
Good relations with suppliers, banks and regulators
6 · Sri Lankan example. A supermarket chain explains a new loyalty card to staff by memo and to customers by SMS and newspaper adverts in three languages.
7 · Close in one line. Without good communication, even good plans fail.
Scoring tip: Number your points and give each one a short workplace example. Range plus examples earns the marks.
