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Business Communication

communication occurring within the business environment

Internal Communication

communication that occurs within an organization

Horizontal Communication

internal communication between employees on the same level; also
known as lateral communication

Vertical Communication

internal communication between subordinates and superiors


most widely used internal communication system; informal
communication where information flows rapidly but is often incorrect

External Communication

occurs between an organization and the people outside the organization;
normally handled by a public relations manager

Formal Communication

occurs in the form of presentations, interviews, publicity, letters and

Informal Communication

occurs in the form of emails, meetings, face-to-face conversations and
through the grapevine


the process of the sender selecting and organizing the message that will
be sent


the process of the receiver breaking down and interpreting the message


the response the receiver provides to the sender's message

Body Language

gestures and facial expressions


the physical distance between individuals

Intimate Zone

0-18 inches; close relationship such as parent/child

Personal Zone

18 inches to 4 feet; occurs between people who are well acquainted

Social Zone

4 to 12 feet; common for business events or meetings

Public Zone

more than twelve feet; common in situations such as a speaker and an


sounds, which do not have an exact written form

Ethical Messages

are made based on moral principles and values

Legal Messages

are made according to the law

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