UNIT 1

 Business communication : is the sharing of information between people within and

outside the organization that is performed for the commercial benefit of the organization.
It can also be defined as relaying of information within a business by its people.

CONCEPTS OF COMMUNICATION

 The word “communicate” is derived from the Latin word “communicare” – to share,
exchange, send along, transmit, talk, gesture, write, put in use, relate. A number of
definitions have been given to the term “communication”. A few important ones are:

 Communication is sum of all things, one person does when he wants to create
understanding in the mind of another. It is a bridge of meaning. It involves a systematic
and continuous process of telling, listening and understanding. (Allen Louis)

 Communication in its simplest form is conveying of information from one person to

another. (Hudson)

 Communication is an exchange of facts, ideas, opinions or emotions by two or more

persons. (George Terry)

Characteristics Of Communication :
 Communication is a two way process.

 Communication always happens between or among two or more parties – sender and
receiver.

 Communication involves an exchange of facts, ideas, feelings or thoughts.

 Communication uses verbal ways like words spoken or written, or non-verbal ways like
gestures, postures, etc.

 Communication needs a mutuality of understanding between sender and receiver.

PURPOSES OF COMMUNICATION
1. Initiating action

 Initiating action may be achieved by two basic categories of communication.

 Expressing needs and requirements

 Persuading and motivating others

2. Imparting information
  Imparting information, feelings, ideas, and beliefs may have any number of specific
purposes.

 Creating awareness

 Creating understanding

 Persuading others

 Influencing others

3. Establishing relation

 Establishing, acknowledging and maintaining relations with other people, is a vital

function of communication.

THE COMMUNICATION PROCESS / CYCLE

 Before communication can take place, a purpose, expressed as a message to be conveyed
is needed. It passes between a source (the sender) and a receiver. The message is encoded
(converted to a symbolic form) and passed by way of some medium (channel) to the
receiver. Who retranslates (decodes) the message initiated by the sender. The result is the
transfer of meaning from one person to another
Components / Element of communication cycle are:
The Source

 The source is the place or the person from where the message being communicated
emerges.

Encoding

 In communication the, the act of producing message, for example, speaking or writing –
is termed as encoding.

The Message

 The message is the actual physical/psychological product from the source encoding.
When we speak the speech is the message. ( Information , Data , Knowledge, facts ,
feelings , emotions, ideas and opinions)
The Channel

 The channel is the medium through which the message travels. It is selected by the
source, who must determine whether to use formal or informal channel.

Decoding

 The act of understanding messages is known as decoding. When the sound waves are
translated into ideas thus, listeners and readers are often regarded as decoders.

Receiver

 The receiver is the object to whom the message is directed. But before the message can
be received, the symbols in it must be translated into a form that can be understood by the
receiver.

Feedback

 The final link in the communication process is a feedback loop. Feedback is the check on
how successful we have been, in transferring our messages as originally intended.

FUNCTIONS OF COMMUNICATIONS
 Influencing people

 Providing information

 Mode of interaction

 For Persuation

 To facilitate change

 Providing Feedback

 For Motivating others

 For controlling

 For Education

 Used in Decision Making

 For problem Solving

OBJECTIVES OF COMMUNICATION
 To Persuade

 Increase productivity

 To inform

 To educate

 For providing Suggestions

 For Raising the moral

 For councelling

 Giving and receiving information

 For warning and maintain orders.

 Importance of communication
 COMMUNICATION STRUCTURE IN AN ORGANIZATION

 Formal Communication: the Process of sharing official information with other who
need to know it, according to the prescribed patterns depicted in organizational chart

Features:

1. Flows Chain of command

2. Flows following the hierarchy level

3. Path of communication is institutional determined in the organizations.

4. It channels as (Upward , Downwards, horizontal & Diagonal)

Informal Communication

 Informal Communication : It is the flow of information through improper routs in

an organization, not following any direction or proper channel.
Features:

1. Due to Uncertainty

2. Feeling of inadequacy

3. Some unusual happening in the organization.

4. Feeling of affiliation with friends & peer groups.

 COMMUNICATION BARRIERS
 Communication Barriers are defined as any kind of hurdle , stopper, breaker, which is
disrupting or distorting the information transfer through communication channel . It is
also known as noise.

1. Organizational barriers: The barriers that generate form within the organization are
known as organizational barriers may be of the following types:
 Negative organizational climate: The main aspect of organizational climate that acts
as communication barrier is the negative attitude of top management. Negative attitude
of top management discourages communication initiative of the employees.
 Absence of communication policy: Well-designed communication policy encourages
communication in the organization. In the absence of such policies, employees fail
hesitate to communicate.
 Excessive authority layers: Excessive authority layers acts as a severe impediment to
successful communication. In the case of excessive authority impediment to successful
communication. In the case of excessive authority layers, information reaches to its
final destination passing through several hierarchical levels. As a result, information
may be distorted or lost. Excessive authority layers also causes delay in
communication.
  Filtering: Filtering implies willful distortion of information. This problem usually arise
in upward communication. In upward communication, employees tend to pass only
those messages that create positive impression about them.
2. Individual Barriers: Barriers created by the sender and receiver are known as individual
barriers. Such barriers include the following:
 Differences in personality: Personality is the set of attributes that define a person.
Every person holds a distinct personality. This individual nature of personality acts as
barrier to communication.
 Perceptual differences: Perception is the unique way in which people respond or
interpret an object. Difference in perception is a very common problem in effective
communication. It for example, a subscriber of BTTB’s land phone in Bangladesh may
positively react to the government’s move to privatize BTTB expecting a better service.
But an employee of BTTB might view this as step to cut jobs and retrench existing
employees.
 Fear: Fear of reprisal or attack, fear of criticism for knowing very little etc. may create
problem in communication.
 Stereotyping: Stereotyping is generalizing about a class of people or events that is
widely held by a given culture. In case of stereotyping, people develop communication
statements and mindsets about others. This orientation exposes itself in such statements
and mindsets. For example, “All used car salesmen are dishonest,” or “All foreign
recruiting agents are liars.” Such all inclusive perceptions not only are seldom correct
but they also block mental activity that is necessary for successful communication.
 Halo Effect: The halo effect is the tendency to use a general impression based on one
or a few characteristics to judge other characteristics of that same individual. For
example, a manger might identify one trait of an employee, such as an excellent
attendance record, and perceive that the employee’s productivity and quality of work
must also be outstanding.
 Inattention: Sometimes communication does not reach due to the inattention of the
receiver. Such inattention may result from busyness, lack of interest about subject,
suffering from disease or family problem etc.
3. Language or Semantic Barrier: A common barrier to effective communication is semantic
distortion, which can be deliberate or accidental. Semantic problem arises when words and
symbols have different meanings for different people that lead to a misunderstanding. For
examples, an advertisement states, “we sell for less.” It is ambiguous and raises the
question: less than what? In another case, during meeting, a male colleague said to one of
his female colleague, “Why don’t you dye it?” meaning her hair. The female colleague
thought he said, “Why don’t you diet?” she did not speak to him for a month. Semantic
 barrier presents difficult challenge when people from different cultures communicate with
each other.
4. Other Barriers: The following factors also act as the barrier to effective communication:
 Information Overload: Information overload may also be a problem of effective
communication. Information overload is the situation when a person is given too much
information at a time.
 Faulty expression: Faulty expression of message fails to convey exact meaning to the
receiver. It happens due to lack of clarity, use of vague terms, badly expressed
information, improper organization of ideas etc.
 Status or power difference: Communication problem may arise when people of
different power or status try to communicate with each other. For example, the manger
of a company may neglect suggestion from his subordinates simply because of
difference in their status. This under treatment of people makes the communication
ineffective.
 Negative attitudes to change: Some people always resist any kind of change in the
organization. They think that ‘old is good, and are fearful about the changes. Therefore,
they create problems in communication through inattention, false interpretation, rumor,
resistance and non-cooperation.
 Noise: Environment factors may also disrupt effective communication. One such factor
is noise. For example, in oral communication, noise hiders smooth flow of information
or message. In factories, loud noise of machines makes oral communication very
difficult.

GATEWAYS TO COMMUNICATION BARRIERS ( WAYS TO

OVERCOME BARRIERS)
 Active listening

 Emotional state recognition

 Usage of Proper body language

 Avoid Informational Overloading

 Eliminating differences in perception

 Use Simple jargons

 Simple organizational structure

 Reduction and Elimination of noise level

 TYPE OF COMMUNICATION
1. VERBAL COMMUNICATION :

 Oral communication implies communication through mouth. It includes individuals

conversing with each other, be it direct conversation or telephonic conversation.

 Written communication has great significance in today’s business world. It is an

innovative activity of the mind. Effective written communication is essential for
preparing worthy promotional materials for business development.

2. NONVERBAL COMMUNICATION:

- Actions Speak Louder than Words

It is communication without words It includes the use of visual cues such as body
language (kinesics), distance (proxemics) and physical environments/appearance, of voice
(paralanguage) and of touch (haptics)
1. Facial Expressions

Facial expressions are responsible for a huge proportion of nonverbal communication. Consider

how much information can be conveyed with a smile or a frown. The look on a person's face is

often the first thing we see, even before we hear what they have to say.

While nonverbal communication and behavior can vary dramatically between cultures, the facial

expressions for happiness, sadness, anger, and fear are similar throughout the world.

2. Gestures

Deliberate movements and signals are an important way to communicate meaning without

words. Common gestures include waving, pointing, and using fingers to indicate numeric

amounts. Other gestures are arbitrary and related to culture.

3. Paralinguistics

Paralinguistics refers to vocal communication that is separate from actual language. This

includes factors such as tone of voice, loudness, inflection and pitch. Consider the powerful

effect that tone of voice can have on the meaning of a sentence. When said in a strong tone of

voice, listeners might interpret approval and enthusiasm. The same words said in a hesitant tone

of voice might convey disapproval and a lack of interest.

4. Body Language and Posture

Posture and movement can also convey a great deal on information. While these nonverbal

behaviors can indicate feelings and attitudes, research suggests that body language is far more

subtle and less definitive that previously believed.

5. Proxemics
People often refer to their need for "personal space," which is also an important type of

nonverbal communication. The amount of distance we need and the amount of space we perceive

as belonging to us is influenced by a number of factors including social norms, cultural

expectations, situational factors, personality characteristics, and level of familiarity.

6. Eye Gaze

The eyes play an important role in nonverbal communication and such things as looking, staring

and blinking are important nonverbal behaviors. When people encounter people or things that

they like, the rate of blinking increases and pupils dilate. Looking at another person can indicate

a range of emotions including hostility, interest, and attraction.

7. Haptics

Communicating through touch is another important nonverbal behavior. Touch can be used to

communicate affection, familiarity, sympathy, and other emotions.

8. Appearance

Our choice of color, clothing, hairstyles, and other factors affecting appearance are also

considered a means of nonverbal communication.

9. Artifacts

Objects and images are also tools that can be used to communicate nonverbally. On an online

forum, for example, you might select an avatar to represent your identity online and to

communicate information about who you are and the things you like..
LEVELS OF COMMUNICATION

 Intrapersonal communication – communication with oneself.

 Impersonal communication – ‘mass’ communication, in which the message is directed

to a large, diffuse audience.

 Interpersonal communication – individual to individual, individual to group and group

to individual.

7 C’ OF COMMUNICATION
1.Completeness: business message is complete when it contains all facts the reader or listener
needs for the reaction you desire.

2.Conciseness: Conciseness is saying what you have to say in the fewest possible words
without sacrificing the other C qualities.

3.Consideration: Consideration means preparing every message with the message receivers
in mind, try to put yourself in their place.

4.Concreteness: Communicating concretely means being specific, definite, and vivid rather
than vague and general. Often it means using denotative (direct, explicit, often dictionary-
based) rather than connotative words (ideas or notions suggested by or associated with a
word or phrase)

5.Clarity: Getting the meaning from your head into the head of your reader ----accurately- is
the purpose of clarity.

6.Courtesy:Knowing your audience allows you to use statements of courtesy; be aware of

your message receiver. The following are the suggestions for generating a courteous tone: as
Be sincerely tactful, thoughtful and appreciative

7.Correctness:At the core of correctness is proper grammar, punctuation and spelling.

However, a message may be perfect grammatically and mechanically but still insult or lose a
customer.

ESSENTIAL OF GOOD COMMUNICATIONS

 Listen

 Always start by emptying out all your pre-conceptions of what you know..

 Do not interrupt
 Allow the other party to fully express their concerns. Suppress any urge to cut in with
your own.

 Avoid pointing fingers

 Placing blame always comes across as an excuse and will quickly alienate the other party.

 Be clear and concise

 Repeat the other person’s views

 Provide feedback

 Show empathy

 Empathy is the ability to understand the emotion behind the other party’s arguments,
especially when the topic is a sensitive one

 Pay attention to non-verbal signs