INSTITUTE OF TECHNOLOGY & SCIENCE (I.T.S.

BUSINESS COMMUNICATION
(KMBN-107)
INTRODUCTION OF COMMUNICATION

UNIT-1

ASTHA SHUKLA
Asst. Prof.
ITS , Ghaziabad
 Meaning of Communication

 The word communication is derived from the

Latin word “communis” which means “to
share”.

 Therefore, communication is the process of

sharing thoughts, ideas and feelings with
each other in commonly understandable way.
 Definition of Communication

 According to Newman and Summer

“Communication is an exchange of facts, ideas,
opinions or emotions by two or more persons.”

 According to Keith Davis “Communication is a

process of passing information and
understanding from one person to another.”
 Business Communication

 It is exchanging information in order to

promote an organization’s goals, objectives,
aims, and activities as well as increase profits
within the company.
Role/Need of Communication in
business(modern) organisation:
(WHY DO WE COMMUNICATE???)

 Exchange of information with others

 Used to issue the orders and instructions to
the employees in an organization
 Used for the purpose of education
 Used for advice, counseling and decision
making process
 Used for coordinating and motivating
employees
 Class Discussion

QUES.)“Communication is a two – way

process”. Agree or Disagree? Comment
in support of your answer.
Process of Communication
(Communication Cycle)
 Elements of Communication

 Sender
 Receiver
 Encoding
 Decoding
 Medium
 Channel
 Feedback
 Noise
 Characteristics (Features) of
Communication:

 At least two persons

 Message
 Written/Oral/Gestural/Verbal/Non-verbal
 Formal or Informal
 Two-way Process
 Pervasive Activity
 Needs a Medium
 Objectives (Purpose) of
Communication

To inform

To persuade

To educate

To train

To motivate

To integrate

To relate
Importance of Effective
Communication in Organization

 Information Dissemination - Maintaining flow

of information(top-down & bottom-up)
 Employee Engagement
 Increase in Productivity
 Building Relationships
Principles of effective(successful)
communication

Clear

Concise

Concrete

Correct

Coherent

Complete

Courteous
 Types(or Forms) of Communication

Types of
Communic
ation

Channels Direction Method

Verbal
Informal(Grap
Formal Vertical Horizontal Diagonal (Oral & Non Verbal
evine)
Written)

Downward Upward
 Types of Non verbal Communication

Body Language Space Language Time Language Artifactual

Sign Language Para Language Listening
(Kinesics) ( Proxemics) (Chronemics) Communication

Facial Dress
Visual Signs Expressions
Tone
Accessories

Physical
Audio Signs Gestures Pitch Setting of
office

Audio Visual Body

Pauses
Comm Movement

Speed of
Posture
Delivery

Eye contact

Touch(Haptic
s)
Communication Structure in
Organization
Organizational
Communication

INTERNAL EXTERNAL

Corporate
Formal Informal
Communication

Vertical Horizontal Grapevine

Social
Upward
Networking

Downward
 Barriers to Communication

4.Different 5.Socio-
1.Wrong Choice 2.Physical 3.Semantic
Comprehensions of Psychological
of Medium Barriers Barriers
Reality Barriers
• Noise • Interpretation • Abstracting • Attitude &
• Time & of Words • Slanting Opinions
Distance • Bypassed • Inferring • Emotions
• Poor Timing Instructions • Cultural
• Denotations & Diversity
Connotations • Closed
Mindset
• Status
Consciousnes
s
Crisis Communication

 It can be defined as the strategic process of

managing the message, timing, channels and
medium of communication process to
communicate effectively with the media,
employees, clients, customers and
stakeholders.
Crisis Management Plan
 Pre-Crisis Stage
1. Be Prepared
2. Plan
3. Prioritize stakeholders
4. Develop relations with the media
 During the Crisis
1. Take control
2. Gather information
3. Respond swiftly
4. Assigning responsibility
5. Identify communication channel
6. Communicate
7. Manage media
 Cont..

 Post-Crisis Stage
1. Continue the business
2. Analyse the crisis management experience

 Examples of Effective Communication Crisis

Apple
Nestle Maggi
Pepsi