BUSINESS COMMUNICATION

COMMUNICATION

• DEFININING COMMUNICATION:

• The word communication is derived from “communis”

(Latin), meaning “common”.

• It stands for a natural activity of all human beings to

convey opinions, feelings, and ideas to others through
words (written or spoken), body language , or signs
 COMMUNICATION

• GEORGE VARDMAN in his book Effective Communication

Of Ideas defines communication as
• “purposive interchange, resulting in workable
understanding and agreement between the sender and
receiver of a message

• ROBERT ANDERSON in his book professional selling

defines
• “communication is interchange of thoughts, opinions or
information, by speech , writing or signs”
 COMMUNICATION

• ALLEN LOUIS says

• “communication is the sum of all things one person

does when he wants to create understanding in the
mind of another; it involves a systematic and continuous
process of telling, listening, and understanding
 CLASSIFICATION OF COMMUNICATION

• INTRAPERSONAL
• INTERPERSONAL
• GROUP
• MASS
• VERBAL
• NON-VERBAL
• META
 CC

• NO . OF PERSONS TO WHOM THE MESSAGE IS

ADDRESSED _

• Intrapersonal communication :
Is talking to oneself into one’s on mind

• E.g. soliloquies or asides in dramatic works

 CC

• Interpersonal communication:
• Exchange of messages between two persons

• E.g. conversation, dialogue or an interview

• E.g. author communicates with a reader when he writes

• E.g. letter communicates between writer and the peron

whom it is written
 CC

• Group communication:

• Among small or large groups

• E.g.: organization, club or classroom

• All individuals retain their individual identity

 C C

• Mass communication:

• Message is sent to large groups of people

• E.g.: newspaper, radio, or television

• No opportunity for personal response or feedback

 CC

• ON THE BASIS OF MEDIUM _

• Verbal communication:
• With words written or spoken

• E.g. : speaking, listening, writing, reading and thinking

 CC

• Non verbal communication:

• Flows through all acts of speaking or writing

• It is a wordless message conveyed through

• gestures (sign),
• movements (action ) and
• object language (pictures, clothes )
 C C

• Non verbal communication can be identified by

• personal space (proxemics, body language, and kinesics)

• Touch ( haptics)
• Eyes (oculesics)
• Sense of smell (olfactics)
• And time
 CC

• META COMMUNICATION :
• unintentionally communicates something more than
what the actual word sate

• E.g. “ I have never seen you so smartly dressed

 PURPOSE OF COMMUNICATION

• 1. Communication to inform (expository communication):

• Directed by the desire to expose

• Develop
• And explain the subject

• Focus is on subject of communication

 P OF C

• E.g. analyze the following;

• “farming provides most of the food we eat. Our chief

food crops are cereals or grains. Cereals include maize,
rice, and wheat. we also grow barley and gram.”

• Identify which is the subject ?

 P OF C

• 2. Communication to persuade:

• Communicator primarily seek to persuade the reader

• Focus is on receiver and not on message

• Persuasive communicator wants the reader understand

the message and to be influenced
 P OF C

• E.g. home loan advt. by HSBC ;

• “ now you dream home is just a step away from being a

reality. Simply get an HSBC home loan and choose from
a range of highly flexible repayment options, based on
your convenience.”
 PROCESS OF COMMUNICATION

• LINEAR CONCEPT :

• Communication was considered a one-way process

marked by the flow of information from a sender to a
receiver.

• One- way process answering five basic questions:

 PR OF C

• 1. WHO?

• 2. Says WHAT?

• 3. On WHICH channel ?

• 4. To WHOM ?

• 5. With WHAT Effect ?

 PR OF C

• SHANNON- WEAVER MODEL :

• Model is first published in Bell System Technical Journal

• Mathematical or mechanistic way of cp

• Basic problem under consideration is loss of noise

 PR OF C

• Shannon – Weaver model, feedback is not considered to

be an integral component of communication
•
• the model considered communication process as a linear
act

• and feedback another new act of communication

 PR OF C

• PROCESS OF COMMUNICATION:

• Information source( ideation) :source of message

• Encoding : words or verbal symbols or any other

symbolic form

• Channel (transmission): medium– oral, written ,

electronic, in code, or signaling system
 PR OF C

• Decoding : receiving , understanding and interpreting

• Acting : interpreted message into action as intended by

the sender

• Noise :prevents or distorts communication

• e.g. distortion in the physical environment or

communication machine such as telephone, bad hand
writing ,poor print out
 PR OF C

• Filters : distortion caused by subjective factors such as

mind sets of the sender and receiver

• mental in nature

• beliefs, attitudes, experiences, consciousness of

personal status, and the ability to think clearly
 PR OF C

TWO –WAY PROCESS OF COMMUNICATION:

• Sender and receiver play a reciprocal and reversible
roles

• It considers communication essentially to be a reciprocal

process and a mutual exchange of messages

• Also known as transactional communication

 PR OF C

• E.g. two way theory of communication:

• Ideation----an org. policy to be circulated among all

employees through news bulletin

• Encoder------the editor/person who writes the policy

• Message-------------the policy details

• Channel---------the news bulletin

• Receiver---------the employees

• Feedback--------employees reaction to the policy communicated

 ELEMENTS OF COMMUNICATION

• 1.MESSAGE
• 2.SENDER
• 3.ENCODING
• 4.CHANNEL
• 5.RECEIVER
• 6.DECODING
• 7.ACTING
• 8.FEEDBACK
 E OF C

Universal elements in communication:

--communication environment

--use of symbols (facial ,body movements, words)

--mental filter (E,T,K, B etc)

 E OF C

Nature of communication:

---perfect communication is impossible

---new meaning

---personality communicates
 CONDITIONS OF SUCCESSFUL COMMUNICATION

• Conditions of receiver:

• Receive
• Understand
• Accept
• Use
• Give a feedback
 CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION

• SEVEN Cs of FRANCIS J BERGIN

• 1.CANDIDNESS(honest, sincere)

• 2.CLARITY

• 3.COMPLETENESS
 C OF SC

• 4.CONCISENESS(not repetitive)

• 5.CONCRETENSS(specific and definite)

• 6.CORRECTNESS

• 7.COURTESY(not use hurtful words)