Business

communication

INTRODUCTION TO
COMMUNICATION
The word Communicate comes from the Latin verb
Communicare which means to impart, to participate, to
share or to make common. By virtue of its Latin origin it is
also the source of the English word Common.
Thus, Communication is defined as the process of
conveying or transmitting a message from one
person to another through a proper channel.

DEFINITION
Communication is an exchange of facts, ideas, opinions
by two or more persons W.H. Norman & Summer
The process of passing information and understanding
from one person to another it is essentially a bridge of
meaning between the people by using the bridge a person
can safely cross the river of misunderstanding -- Keith
Davis.

COMPONENTS OF
COMMUNICATION

Sender Encoder
Message
Medium(channel)
Receiver Decoder
Feedback

WHAT IS BUSINESS
COMMUNICATION?
The term business communication is used for all
messages that we send and receive for official purposes
like running a business, managing an organization,
conducting the formal affairs of a voluntary organization
and so on.
Business communication is marked by formality as
against personal and social communication like chatting,
letters between friends and family, etc.
It includes both written and oral communication like
letters, reports, memos, notices, interviews, meetings,
conferences, presentations, group discussions etc.

PRINCIPLES OF
COMMUNICATION
To make communication more effective, a business
man/woman has to follow certain principles while
communicating. To make it simple, the principles of
communication can be divided into two broad parts:
1.

7Cs of communication

2.

Other principles of communication

7CS OF
COMMUNICATION
1.Candid : the message should be candid ,it should not
be indirect , multivocal or untrue. the message should be frank
and straight forward .

2.Clear:

The message to be communicated whether oral

or written should be clear . For this not only clarity of
expression is must , but also clarity of thoughts .

3.Complete

: Completeness is necessary for

effective communication incomplete message breads
misunderstanding and misinterpretation.

7CS OF COMMUNICATION
CONTD..
4. concise

: To retain the attention as well as to

save the time of the reader, it is essential that the message
should be concise. Conciseness means conveying the
message in fewest possible words without sacrificing its
completeness and clarity .

5. concrete: The communicated statement

should not be vague , rather should be concrete and
specific , concrete expression create visual image in the
mind of the receiver which vague or generalized statement
can not

7CS OF COMMUNICATION
CONTD..

6. Correct

: The message to be
communicated should be correct in spelling , in grammar
, in format, in content, in statistical information etc.

7. Courteous

: Congenial and healthy

communication environment is essential to ensure the
effectiveness of communication .

OTHER PRINCIPLE OF
COMMUNICATION
1.

Create synergetic environment

2.

Two way communication

3.

Strengthen communication flow

4.

Proper medias

5.

Encourage open communication

6.

Appropriate language

7.

Effective listening

OBJECTIVES OF
COMMUNICATION
Information-giving: The basic objective of
communication is to enquire, supply or receive
information through spoken or written language
or through symbols, signs or signals. In order to
manage different operations and processes one
needs both external and internal information in
an organization.

 Advice: It is the personal opinion about a particular

course of action in a particular situation, with a view
to change the behaviour and opinion of the receiver.
Since it involves the personal opinion of the advisor,
it is subjective and usually flows horizontally or
downwards in an organization.
Suggestion: Suggestion is a proposal made by a
subordinate to the higher authority indicating
change required in the existing procedural and
operational matters. Suggestion flows upwardly
because it is given by a person of lower rank to one
in the higher authority.

 Order: An order is a directive issued either in

written or orally by the management to a
subordinate in an authoritative manner, specifying
to do something or to refrain from a certain course
of action. It is a downward communication as it
flows from higher authorities to subordinates.
Motivation: Motivation channelizes the inner
urges of human to work and to excel for the
organizational goals. The role of the business
manager in motivating his employees is that of a
guide by side, helping others to discover their
inner urges to excel.

 Persuasion: It is the act of influencing the other

persons to voluntarily change their attitudes,
beliefs, feelings and thoughts. Effective persuasion
is a difficult task but it is more powerful way than
ordering or warning in command and control style
of management.
Education: It is an important objective of
communication because organizations teach and
train their executives and employees to learn new
tools and techniques of performing various
operations with greater economy, efficiency and
effectiveness.

 Warning: It is informing about the unpleasant

and unfavourable consequences, if certain
course of action is not changed. Such course of
action may be negligence, disobedience,
misbehaving with others or mishandling material
and machinery etc. The purpose of warning is to
ask the employee to abide by the rules and
regulations and work with devotion and
dedication.

PROCESS OF COMMUNICATION
Communication is something everyone engages in, some
with more skill than other. In much of our
communication, focus is on the contents of conversation.
We listen to what people are saying to us and attempt to
respond.
Communication is a two-way street involving both
receiving messages and giving messages and a two way
method utilizing both spoken words and non-verbal
messages.

The Communication
Process

PROCESS OF COMMUNICATION
A message is sent: someone shares an idea or feeling with
other person.
A message is received: The other person gives feedback,
through word or sign, to indicate that message has been
received.
The sender received feedback: The response of the receiver
tell the sender if the message was understood
Another message is sent: If the 1stmessage was not
understood, the sender tries other ways to express the same
idea. If the 1stmessage was understood another message can
be sent, communication can be processed.
To be complete, a message must be given and received with a
common understanding of what the message means. The sender
is responsible for being sure his message is accurately received
for finding a way to express himself so that the receiver knows
what the message means.

FEEDBACK
Feedback is the
response or reply which
the receiver of a
message gives back to
the sender. Sometimes
its possible to get
feedback immediately.
Feedback can be
immediate as in the case
of face to face
communication.

FUNCTIONS OF COMMUNICATION
Communication plays a very important role both to an individual
and an organization. Communication is important not only for
the success and growth of any business executive or profession,
but also for the smooth and efficient running of any enterprise.
There are several functions of communication. Some of the
important functions are:.
Expression of oneself.
Building human relations.
Career advancement.
Efficient working of the business
Strategic management.
Technological progress.
Economic advancement.
Global village.

 Expression of oneself: Communication helps humans to convey their

opinions, thoughts, feelings, Etc., to make the other person understand
their point of view.
Building human relations: Building healthy relations is important
both in personal and professional life of an Individual. Two way
communication promotes openness, trust, cooperation and among
different individuals. It also creates a conducive working environment
between the management and workers.
Career advancement: Human ability to communicate effectively
helps him to perform effectively. Communication skills- writing, speech,
listening, etc., play a dominant role in ones success in his profession.
Efficient working of the business: Communication plays in
important role in establishing a successful and smooth running
enterprise by creating a healthy and conducive work environment. It
also helps in conveying organizational goals and policies to the
employees which helps them to coordinate and accomplish the goals of
the firm.

 Strategic management: Strategic Management consists of decisions

and actions directed at formulation and implementation of strategies.
Hence, Strategic Management requires flawless and free
communication among top level and bottom level management to
understand each others plan and actions and to know and implement
the objectives of the organization.
Technological progress: The advanced communication system has
contributed immensely towards publicizing and passing on the fruits of
scientific discoveries and inventions to the people from the
laboratories. It is visible that countries that have good communication
systems have advanced technological progress.
Economic Development: Communication plays a dominant role in the
economic development of the nation especially when the industrial
economy is evolving and leading into digital economy in which
information, services, products and money are transferred and
transacted electronically.
Global Village: With Globalization and Liberalization stepping in, the
modern communication technology has played a significant role in
breaking all geographical barriers among different countries and
continents and has integrated various communities and cultures under
unified network.

TYPES OF COMMUNICATION
Some of the popular types of communication
are:
One way communication and two way
communication.
Verbal and Non-verbal communication.
Formal Communication and Informal
Communication.
Interpersonal and Intrapersonal Communication.
Group Communication.
Public Communication.
Mass Communication.

 One way communication and two way communication:

One way communication is characterized by absence of feedback
from the receiver to the sender. The sender conveys the message
and the receiver has to make out the meaning on his/her own as
there is no scope for check back. E.g; reader reading news on TV or
Radio.
Two way communication involves active feedback from the receiver
to the sender to ensure that the receiver has understood the same
message which the sender intended to convey. This form of
communication is more interactive and interpersonal.

Verbal and Non-Verbal Communication:

Verbal communication can be oral as well as written. Oral
communication may be face to face, by telephone or video
conferencing system, while written communication can take the
form of letters, memos, reports, e-mails, etc.
Non-verbal communication refers to transmission of information
through facial expression, body postures, eye contacts, clothing,
silence, etc. Studies reveal that more than 65% of human
communication is through non verbal communication.

 Formal Communication and Informal Communication:

Formal communication is a structured communication on the basis
of hierarchy, authority and accountability. It may be downward,
upward or horizontal communication. E.g; conferences, circulars,
interviews, etc.
Informal communication is relatively less structured and
spontaneous communication arising out of day to day routine and
meetings among peers. E.g; conversation at lunch or tea, talks at
social gathering, Etc.

Interpersonal and Intrapersonal Communication:

When the communication goes among two or more persons it is
called Interpersonal communication. It can be both formal and
informal communication.
Intrapersonal communication refers to the internal dialogue that
occurs within the mind of an individual. The internal dialogues may
be clear or confused depending on the persons mind. If the mind is
in trouble, the message will be unclear and confused. On the other
hand if the mind is silent and still

 Group communication: A group is an association of two or

more persons who interact with each other in such a way that
each influences the other. Group communication may be
formal communication in a group such as committees, board
of directors, teams etc., and also informal such as friends,
relatives, etc.
Public Communication: Public communication involves
speech by one person to a large group at a time. This is a one
way communication because the speaker gives a speech and
the audience listens. E.g; speech by Political leaders, preaching
by religious preachers, etc.
Mass communication: It is a process of communicating to
the public at large scale through mass medias such as
television, internet, films, publications, newspapers, etc. It
plays a vital role in boosting the image of the business
organization and attracting the customers.

VERBAL AND NON-VERBAL

COMMUNICATION
We communicate through various ways using different
symbols like pictures, colors signs and sounds to share
our ideas and experience with others. We also use our
facial expressions, movements, clothing and so on to
communicate.
Communication through words (both oral and
written) is called verbal communication and
communication through other symbols is called nonverbal communication.

VERBAL COMMUNICATION
Verbal communication is done using words either orally
or in written. It is said that most formal communication
happen through verbal communication. Verbal
communication is always accompanied by non-verbal
communication like, gestures, facial expression, voice
modulation, etc.
The oral communication is affected by the environment
and conditions of situations such as, face-to-face
conversation, telephone conversation, presentation,
public speech, interview, group discussion, negotiation,
meetings, etc.
The written communication is used to communicate with
people who are not physically present in front of us. The
various channels used for written communication are,

NON-VERBAL COMMUNICATION
Non-verbal communication includes all things other
than words and language than can convey meaning.
Non-erbal communication can be independent of
verbal communication unlike verbal communication
which is dependent on non-verbal communication.
Non-verbal communication includes Visual symbols
such as, colour, pictures, graphs and charts, maps,
signs and signals etc., Auditory symbols such as,
whistles, buzzers, bells, beeps, sirens, etc., Body
language such as, Facial expression, smile, eye
contact, gestures, postures, clothing and
appearance, handshakes, etc. Other non-verbal
communication include, space, environment, time,

PARALANGUAGE
The non-verbal aspects of the spoken words are known as paralanguage. It is
possible to control and use paralanguage effectively by becoming aware of it and
paying attention to ones voice and speech. Voice has characteristics like volume
and pitch, speech has qualities of speed, rhythm, pronunciation, accent, tone and
stress.
We can change the meaning of a sentence using the help of the above mentioned
paralanguages.
For example, take the sentence, I love my children. That sentence is
meaningless unless it is pronounced. The way that sentence is packaged vocally
determines the signal that if given to another person. For example, if the emphasis
is on the first word, I love my children, the implication is somebody else doesnt. If
the emphasis is on the second word, I love my children, a different implication is
given, and perhaps that some of their behavior is suspicious. If the emphasis is
placed on the third word, I love my children, the implication is that someone elses
children do not receive the same affection. If the emphasis is placed on the final
word, I love my children, a fourth implication may be drawn, that is, that there are
other people whom I do not love. So the way we carry our words vocally often
determines the meaning that another person is likely to infer from our message.

BARRIERS TO COMMUNICATION
Barriers of communication are the hindrances or
the difficulties involved in the process of
communication which distort the message
being properly understood by the receiver.
Barriers prevent the communication from being
effective.
Barriers of communication can be classified as,
Semantic barriers
Physical barriers
Organizational barriers
Psychological barriers

SEMANTIC BARRIERS
Semantic barriers are concerned with problem
and obstruction in the process of encoding and
decoding the message in to words or other
impression.
The use of different language, different
interpretation of different words and symbols
,poor vocabulary and poor grammatical
knowledge are some of the semantic barriers.

PHYSICAL BARRIERS
Any disturbance or interference that reduces the
clarity and effectiveness of communication is
called noise. It may be physical or psychological
,written or visual, noise distracts the persons
communication and acts as barrier to
communication .
The different forms of physical barriers are;
1. Noise
2. Improper time
3. Distance
4. Inadequate or overload of information

ORGANIZATIONAL BARRIERS
Organizational barriers occurs in the
organization due to rules, regulation and
hierarchical relationship.
The various forms of organizational barriers
are;
1.
2.
3.
4.

Rules and regulations

Hierarchical relationship
Non conducting of staff meetings
Wrong choice of channel

PSYCHOLOGICAL BARRIERS
Psychological barriers arise from motives,
emotions, social values, different perception
etc. These create psychological distance,
cause misunderstanding among people at
work and hinder the communication process.
The various forms of psychological barriers are:
1.
2.
3.
4.
5.

Selective perceptions
Premature evaluation
Poor listening
Attitude of superiors
emotions

 THANK YOU