Meaning of (Business) Communication:

The term ‘communication’ originated from the Latin word ‘communicare’, which means ‘to
share’ or ‘to contribute something for or to others’ welfare’. It is the process of exchanging of facts,
ideas and opinions and a means that individuals or organizations use for sharing meaning and
understanding with one another. So, communication is sharing of knowledge, idea, skill, feeling,
emotion etc. with specific purpose through familiar channel. It is a two-fold process between two
parties- the sender and the receiver. It involves organizing, selecting and transmitting symbols in an
appropriate way to ensure the listener perceives the intended meaning of the communicator.
Communication is a means by which different persons are linked together in a group or organization
to attain a common goal. No group activity is possible without communication. It enables the
members to co-ordinate, to exchange and to make progress. A good communication should aim at
making everyone concerned of the goal which the organization wants to achieve. The two main
objectives of communication are to inform and to persuade.
The main focus of Business Communication is to:
Give out information
Make your ideas understand
Initiate some action
Share ideas, knowledges, beliefs
Establish links with other people
Nature of Communication:
Two-way process
Knowledge of language
Meeting of minds necessary
Continuous process
Formal or informal
Pervasive

Characteristics of Effective Business Communication:

Provide practical information
Give facts rather than vague impressions
Present information in a concise, efficient manner
Clarify expectations and responsibilities
Offer compelling, persuasive arguments and recommendations

Objectives of Communication: Importance of Communication:

Information giving Co-ordination
Education and training Smooth working
Motivation Effective decision making
Counseling Managerial efficiency
Persuasive Co-operation
Suggestion Effective leadership
Morale boosting Job satisfaction
Advice Increase productivity
Warning Morale building
Appreciation Achieving managerial role

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Barriers to Communication:
Noise
Time and distance
Interpretation of words
Inattentiveness
Premature evaluation
Organizational barriers
Un-clarified assumptions
Status block
Closed mind
Resistance to change

Communication Process:
Communication process refers to the several techniques and methods in order to establish proper
understanding between the sender and the receiver in business. In the same way, communication
process reduces the gap between sender and receiver by using systematic flow of structure and
helps to achieve goal of communication in business. So, communication process is very important to
an overall success of any business. For this, we should know the components of communication
process which makes the communication effective.
They are as under:
1) Sender:
The communication process is initiated by the sender. Senders are those who send the message to
the receiver. Sender has a thought or idea and he wants to share it with one or more receivers.
2) Encoding:
Encoding is the process of changing the abstract ideas of the sender’s mind into a concrete form by
using verbal and non-verbal codes. For example: If anyone wants to communicate the idea of danger,
then the sign of danger can be used or the color of red can be used.
3) Message:
Message is the most important component of communication as message refers to the main theme of
information which is delivered by sender to the receiver to make a proper understanding between
them. It is encoded form of ideas. The message should be “SMART”.
4) Decoding:
Simply, decoding is the way of giving meaning to the message. Decoding is the interpretation of the
language and symbols sent by the sender through a channel. It is the most challenging job for a
receiver because the receiver might interpret the message wrongly.
5) Receiver:
Receivers are those who receives the message, interpret, analyze and transmit it to others. In this
sense, a receiver is expected to be equally competent enough in setting out similar understanding to
the sender.
6) Feedback: Simply, feedback is the reply of the message after interpreted by receiver. That’s
why; feedback might be positive or negative.

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Communication Environment/Contexts:
Communication environment refers to the environment where communication is affected
positively or negatively by whether internal factor or external factor. Such communication environment
mainly influences to the communicators. In other words, the communication affected and shaped
because of different environmental elements is known as communication environment.
Communication is done between people and people are so much influenced by the environment
because people may be from different backgrounds, different cultures, have different knowledge,
understanding, experience. So, environment affects communication flow.
Components of Communication Environment:
Source
The source imagines, creates, and sends the message. The source encodes the message by
choosing just the right order or the best words to convey the intended meaning, and presents or
sends the information to the audience. By watching for the audience’s reaction, the source perceives
how well they received the message and responds with clarification or supporting information.
Message
The message is the stimulus or meaning produced by the source for the receiver or audience. The
message brings together words to convey meaning, but is also about how it’s conveyed — through
nonverbal cues, organization, grammar, style, and other elements.
Channel
The channel is the way in which messages travel between source and receiver. Spoken channels
include face-to-face conversations, speeches, phone conversations and voicemail messages, radio,
public address systems, and Skype. Written channels include letters, memorandums, purchase
orders, invoices, newspaper and magazine articles, blogs, email, text messages, tweets, and so forth.
Receiver
The receiver receives the message from the source, analyzing and interpreting the message in ways
both intended and unintended by the source.
Feedback
When you respond to the source, intentionally or unintentionally, you are giving feedback. Feedback
is composed of messages the receiver sends back to the source. Verbal or nonverbal, all these
feedback signals allow the source to see how well, how accurately or how inaccurately the message
was received.
Environment
The environment is the atmosphere, physical and psychological, where you send and receive
messages”. Surroundings, people, animals, technology, can all influence your communication.
Context
“The context of the communication interaction involves the setting, scene, and expectations of the
individuals involved” (McLean, 2005). A professional communication context may involve business
suits (environmental cues) that directly or indirectly influence expectations of language and behavior
among the participants.
Interference
Interference, also called noise, can come from any source. Interference is anything that blocks or
changes the source’s intended meaning of the message. This can be external or
internal/psychological. Noise interferes with normal encoding and decoding of the message carried by
the channel between source and receiver.

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Communication flows in an organization:
1. Downward flow of communication:
There is hierarchy in any organization such as Top-level Management, Middle Level
Management and Lower-Level Management. So, under downward flow of communication,
communication is delivered from top level to lower level. It is the dimension of communication in
which top level management directly communicates to the lower-level authority in the form of order,
commands and impositions to fulfill certain responsibilities. While doing so, the lower-level authority is
given less freedom and power to discuss and participate in the group decision making. As a result,
downward communication becomes autocratic in nature. It further leads to conflict due to the risen
distance between seniors and sub-ordinates.

2. Upward flow of communication:

This type of flow of communication can be defined right opposite of downward flow of
communication because under this, communication is delivered from lower level to top level. It is the
form of communication in which the lower-level management is granted with power to communicate
with the seniors. The lower level communicates to the seniors in the form of request, appeal,
suggestion, advices, complains etc in order to have their representation. It provides a high level of
freedom and opportunity to the lower-level workers in order to participate in the organizational
activities. As a result, upward communication becomes democratic in nature.

3. Horizontal flow of communication:

Horizontal flow of communication refers to delivering communication between the individuals
holding similar status or position in the given organization structure such as seniors to seniors, co-
workers to co-workers and finally sub-ordinates to sub-ordinates. In other words, it is also known as
“close group communication” because limited boundary has been provided to the similar level such
as any matters of confidential, planning, policy making and evaluation within the organization. This
type of flow of communication is designed so as to solve any kind of problem within the same
organization and not to involve any other hierarchy of communication.

4. Diagonal flow of communication:

It is the form of communication in which the organization provides equal rights and
responsibilities for every level of employees to communicate within the organization not standing with
the status and the chain of command. In this process, organization grants permission to the
employees for their participation in desired activities according to the situation and circumstances.
Popularly known as “communication curve”, it has very flexible dimensions concerning the
departmental and hierarchical relations to ensure overall co-ordination among the officials. However,
this communication approach has endangered the organizational discipline, leadership and
organization’s code of conduct. Besides, the lower-level employees tend to abuse the freedom in
unfruitful activities.

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Forms/Types of organizational communication:
1. On the basis of Operation:
a) Internal operational communication:
Communication that occurs in conducting work within a business is called internal operational
communication. It refers to systematic, structured and formal communication within organization to
establish interpersonal human relation among employees to achieve organizational goal. It helps to
execute the organization’s activities in systematic manner. By structured we mean that such
communication is built into the organization’s plan of operation. Any organization is established to
achieve its own goal. For this, it has an established plan of operation in which communication plays a
major role. More specifically, each employee has an assignment within the plan. In order for plan to
work, some communicating must be done. Forms of Internal Operational Communication:
ongoing discussion, orders, instructions, reports, emails, memos, instant messages, conference calls.
Following are the basic role of Internal Operational Communication:
Recruitment and outsourcing of resources.
Division of labor, departmentalization and job assignments.
Intra and inter group co-ordination and team building.
Investment analysis, planning, policy formation, goal setting, decision making and problem solving.
Regular monitoring, evaluation, supervision, performance appraisal, reporting.
b) External operational communication:
External operational communication is also the part of an organization’s structured
communication concerned with achieving the organization’s goals that is conducted with people and
groups outside the organization. It is the organization’s communication with its customers, suppliers,
service companies, general public’s, government agencies and so on. Organization does this to
enhance its public relations. It is obvious that any business organization depends on outside people
and groups for its success. Business organization’s success depends on its ability to satisfy
customers’ needs, for this organization must communicate effectively with these customers.
Forms of External Operational Communication: letters, reports, speeches, websites, news
release, instant messaging, advertising, executive blogs,
Following are the basic role of External Operational Communication:
i. Publicity and public relation.
ii. Quite range of market coverage.
iii. Marketing and sales activities.
iv. Effective customers care relation.
v. Market analysis and feasibility study.
c) Personal communication:
Not all the communication that goes on in an organization is operational or related with
organization’s goals. Such communication may be classified as personal communication. In simple
words, non- business-related exchange of information and feelings among people are personal
communication. Human beings are social animals. They have a need to communicate and they will
communicate even when they have little or nothing to say. Although not a component of an
organization’s plan of operation, personal communication can have a significant effect on its success.
Personal communication affects employee’s viewpoints and employee’s viewpoints affect their
performance.

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2. On the basis of Channel:
Channels are the established means of communication applied in a particular instance to
transit the information from an individual to another. So, it is associated with the modes of relying the
information in order to rescue the communication misshapes like communication misfire,
misunderstanding and communication derail. Thus, the selection of channels is conditioned by the
measure of communication, objective, type of message, geography and the nature of relationship
between the sender and the receiver.
Channels are classified in two categories:
a) Verbal:
Oral b) Written
 Interview Notice/ Circulars
 Meeting Report writing
 Discussions Letters
 Oral reporting Memos
 Speech Press release
 Orientation Emails/proposals
b) Non-Verbal:
 Pictures
 Signs
 Symbols
 Bells
 Buzzers
 Sirens
 Whistles
 Pitch/stress/tone
3. On the basis of Network:
a) Formal Network:
Every organization has a formal communication network in which ideas and information flow along
the lines of command in the company’s organization structure. Throughout the formal network,
information flows in three directions: Downward, Upward and Horizontal. Downward communication
flows from executives to employees, conveying executive decisions and providing information that
helps employees do their jobs. Upward communication flows from employees to executives,
providing insight into problems, trends, opportunities, grievances and performance-thus allowing
executives to solve problems and make intelligent decisions. Horizontal communication flows
between departments to help employees share information, coordinate tasks and solve complex
problems.
b) Informal Network:
Along with the formal communication network, every organization also has an informal
communication network. Such communications follow no set pattern but form an intricate web of
information which is ever changing and infinitely complex structure linking the members of the
organization. It is really not a single network but a complex relationship of smaller networks consisting
of certain groups of people. The informal network is also known as grapevine. It operates anywhere
two or more employees are in contact.

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Ingredients of Human Communication:
1) Communication Environment:
The environment affecting to the communication is known as communication environment. The
environmental factors may be background, culture, knowledge of the people.
2) Mental Filter:
Mental filter refers to the knowledge, experience and emotions of the people. The stimuli
picked up in the communication environment passes through the mental filter.
3) Encoding Process:
Encoding is the process of changing the abstract ideas into a concrete form by using verbal
and non-verbal codes. In other words, encoding is the process of selecting symbols.
4) Decoding Process:
Decoding is the way of giving meaning to the messages received.

Communication Malfunctions:
1) Two-valued thinking:
Two-valued thinking is the pattern in which we consider only two possibilities in a given
situation. It is the “either/or” logic –the logic that considers that something either is or is not. It
assumes that there is no middle ground. Two-valued thinking in most of the situations leads to
miscommunication.
2) Fact-Inference Confusion:
Communication about our experiences is true communication that shows the reality. However,
factual communication is not always possible. Sometimes, we have to make assumptions. We make
assumptions or inference because we don’t want to be limited in our communication. Inferences
create miscommunication due to confusion in what is fact and what is inference. It leads to the
miscommunication. For example: We may see someone with a new car and our thinking would be
that he has bought it, this is inference.
3) Blocked Mind:
The blocked mind is one that is closed to reality. It considers only limited information and
ignores additional information. It is also known as allness behaviour. It means that, under blocked
mind, we judge the whole by a part. As it uses only a part of the available information, its
communication efforts are necessarily only partially correct.
4) Static Viewpoint:
We often think that reality as static but the fact is that it is always changing. Al the things
changes as per the time, but we tend to ignore this fact. We must have up-to-date references of
people and places as our mind tend to hold references formed in the past. For example: If we knew
someone in the past, currently we also think that person same as before. But the reality is that person
might be changed.
5) Failure to Discriminate:
When we see similarities rather than differences in reality, we make miscommunication.
Failure to discriminate means the condition when we fail to differentiate the people and think all are
same. Making common judgments to cover all elements in a category is an extreme form of
discrimination failure. For example: Women are poor drivers.

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Meaning of Public Speaking:
Public speaking is speaking to a group of people in a structured, deliberate manner intended to
inform, influence or entertain the listeners. The purpose of public speaking can range from simply
transmitting information, to motivating people to act, to simply telling a story. The act of making
speeches in public is called public speaking. In other words, it is the art of effective oral
communication with an audience. It is an oral presentation in which speaker addresses an audience.
Meaning of Oral Communication:
Oral communication is the exchange of information and ideas through spoken word. It can be
directly in person in a face-to-face interaction or through an electronic device such as a phone, video
platform or radio. Most of the oral communication will be informal in nature but in business
communication various kinds of more formal oral communication take place. The most effective way
for businesses to transmit information verbally is through oral communication, such as a staff
meeting, webinar and workshop.

Process for preparing and making formal speeches:

1.Selection of the topic: The first step in formal speech making is to determine the topic for the
presentation. In some cases, we are assigned a topic to present but if we are not assigned a topic
then we self-have to choose a suitable topic. We should select such a topic in which we are
comfortable and within our areas of proficiency. After determining what to talk about, we should
gather the information. For this, we have to conduct research to get the information needed
2.Determination of presentation method: We should determine which presentation method to be
followed: Extemporaneous presentation is the most popular and effective method. Using this method,
we firstly prepare our speech as per the outlines given earlier. Then we prepare notes and present
the speech from them. Memorized presentation is the most difficult method. In this method, speakers
memorize the entire speech. Reading presentation refers to giving the whole presentation by reading
that may be though the slides or notes.
3.Consideration of personal aspects:
It is a logical first step in preparing a speech to analyze ourselves as a speaker. In oral presentation,
speaker is an essential part of the message. Audience takes not only the words we communicate but
they see us in that situation and this affect the meanings that develop in their minds. Thus, we should
carefully evaluate our personal aspects.
4.Audience analysis: While presenting we have to analyze our audience. We can analyze audience
before and during the presentation. Preliminary analysis means analyzing the size of audience, age,
sex, education, experience and knowledge of subject matter etc. We should also analyze our
audience during the presentation through the facial expression, movements; noise etc. because it
gives us information about how the listeners are receiving our words.
5.Appearance and body actions: While giving the presentation, our audiences not only hear our
words but they are also looking at us. Therefore, our appearance and body movements have a real
effect on the success of our speech.
6.Use of voice: Good voice is a requirement of good speaking. The proper use of voice can attract
the concentration of the listeners.
7.Use of visual aids: As spoken words have limitations; sometimes visual aids can enhance the
communication effort. Thus, to make communication/presentation more effective, speeches often
need strong visual support- chats, tables, videos etc.

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Meaning of Listening: Simply, listening is the process of making sense out of what we hear. So,
the act of mindfully hearing and attempting to comprehend the meaning of words spoken by another
in a conversation or speech is called listening. Thus, listening is an active process of receiving,
processing, and interpreting the messages. In other words, the active process of receiving and
responding to spoken and sometimes unspoken messages is called listening.
There are four elements of good listening:
Attention –the focused perception of both visual and verbal stimuli
Hearing –the physiological act of 'opening the gates to your ears'
Understanding –assigning meaning to the messages received
Remembering –the storing of meaningful information
Active listening involves six skills: Paying attention, holding judgment, Reflecting, Clarifying,
Summarizing, Sharing
Essentials of Listening/improving listening:
1) Listen actively
2) Resist distraction
3) Take careful and complete notes
4) Make frequent eye contact with the speaker
5) Stay focused on the speaker and the content
6) Don’t be diverted by appearance
Types of Listening:
Appreciative Listening:
In appreciative listening, we seek certain information which will be appreciated. It is done for pleasure
or enjoyment. For example: listening to good music, poetry or maybe even the inspiring quotes of a
great person.
Empathetic Listening:
When we listen empathetically, we seek to understand the beliefs, moods, emotions and goals of
other people. When we are being truly empathetic, we actually feel what they are feeling.
Comprehensive Listening:
Comprehensive Listening is to understanding of body language and visual components of
communication which help us to understand what the other person is really meaning or the speaker’s
message. For example: Direction to a friend’s house showing in a class or seminar.
Evaluate Listening: In evaluative listening, we make judgments about what the other person is
saying. Evaluative listening is particularly pertinent when the other person is trying to persuade us,
perhaps to change our behavior and maybe even to change our beliefs. Typically, we also evaluate
the pros and cons of an argument, determining whether it makes sense logically as well as whether it
is helpful to us.

Listening Process:
Receiving: You hear the message and acknowledge it. However, reception can be blocked by
communication barriers
Decoding: Assign meaning to sounds
Remembering: Capture in short-term memory and transfer it to long term memory
Evaluating: Evaluate critically
Responding: Verbal feedback or laughter or silence etc.

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Deterrents (Barriers) to listening process:
Non concentrating:
Day dreaming, mind wandering, dozing
Listening too hard:
Trying to remember every fact
Jumping to conclusions:
Putting words into the speaker’s mouth, interrupting speaker, anticipating what speaker will say/do
next
Focusing on delivery instead of message:
Speakers’ pronunciation, clothes, shuttering, presentation tools

Communication Skills for Interview:

Before the Interview:
-Prepare anticipating questions –the questions may be asked about the company so gather all the
information about the company, its history, what it does, its plan, its current activities
-Don’t list family members as reference
-Find out place, time and possible of interviewer too
-Put the resume, documents etc. on a good quality portfolio
-Make an appropriate appearance
During the Interview:
-Plan on arriving at least 15 minutes before the interview
-Practice good non-verbal communication –greeting the interviewer with a smile and if possible, make
a hand shake
-Wait for an interviewer to invite to sit down before seating own self.
-Sit comfortably, maintain good body posture
-Be enthusiastic but sincere
-Listen carefully
-If the question seems ambiguous, ask the interviewer to elaborate or restate
-Don’t make up answers to the questions we don’t know
-Keep them engaged – vary the tone and tempo of our voice, make eye contact with the interviewers
-Close the interview in a positive note –make them feel that we can make contribution to the
organization
-Finally, be sure we have the interviewer’s business card or at least their name, designation, address
and phone numbers
After the interview:
-Send the thank you letter to the interviewer for his/her time
Types of Interviews:
1) Structured Interview
2) Open-ended Interview
3) Group Interview
4) Stress Interview
5) Situational Interview
6) Behavioral Interview
7) Working Interview

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Communication Skills for Group Discussion (GD):
1) Communication Skills
2) Co-operation Skills
3) Leadership Skills
4) Analytical Skills
5) Subject knowledge
6) Attitude and Confidence
How to Prepare for a Meeting:
Set purpose and goals. ...
Create & share an agenda. ...
Send out meeting invites. ...
Collect questions and ideas from your team. ...
Distribute supporting materials. ...
Prepare your slides. ...
Create opportunities for interaction. ...
Prepare the opening.
Setup the meeting
Non-verbal communication is another kind of communication. It is less deliberate than verbal
communication but it is important in oral communication. Non-verbal communication is usually
understood as the process of communication through sending and receiving wordless messages
between people. It is the interpersonal process of sending and receiving information, both
intentionally and unintentionally, without using written or spoken language. It is all communication that
occurs without words. Non-verbal communication includes smile, wink, wave etc. All of these
communicate something without the use of oral or written language.
Classification of Non-verbal Communication:
Kinesics: Kinesics is the study of the body’s physical movements. In other words, it is the way that
body communicates without words i.e., through various movements of its parts. It is the study of inner
states of emotions as expressed through different parts of the body and their physical movements.
Face and Eyes, Gestures, Body shape and posture, Appearance.
Proxemics: The study of how we communicate with the space around us is known as Proxemics.
Proxemics creates meaning in our mind and in other’s mind. It studies the space around us how we
arrange it and what we arrange in it. This type of communication is influenced by a number of factors
including social norms, situational factors, personality characteristics and level of familiarity.
Time language: Time language involves the meaning we give to time. That means how we
communicate to others what time means to us. Generally, when someone is late, we react negatively
and when someone arrives early, we see him/her as eager or aggressive. Businesses generally pay
employees more for working overtime, weekends and holidays.
Paralanguage: Paralanguage means how a person says something. Paralanguage involves the
‘how’ of a speaker’s voice rather than the ‘what’ of the words. In paralanguage, we examine the
sound of someone’s speech. Is it fast or slow? Is it high pitched or deep? Is it loud and forceful or
barely audible? Is it smooth or disjointed?
Physical context: Physical context means the physical environment which is also the part of von-
verbal communication because we get meaning from our surroundings. Physical context in non-
verbal communication refers to how color and layout/design communicate. We give different
meanings to different colors and to the different layouts/designs of our physical environment.

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Characteristics of Non-Verbal Communication
1. No use of words:
Non-verbal communication is a communication without words or language like oral or written
communication. It uses gestures, facial expressions, eye contact, physical proximity, touching etc. for
communicating with others.
2) Culturally determined:
Non-verbal communication is learnt in childhood, passed on to you by your parents and others with
whom you associate. Through this process of growing up in a particular society, you adopt the taints
and mannerisms of your cultural group.
3) Different meaning:
Non-verbal symbols can many meanings. Cross-culture aspects give various meanings to same
expression in respect of non-verbal communication.
4) Largely unconscious:
Non-verbal communication is unconscious in the sense that it is usually not planned nor rehearsed. It
comes almost instantaneously.
5) Shows feelings and attitudes:
Facial expressions, gestures, body movements, the way you use your eyes –all communicate your
feelings and emotions to others.
6) Informality:
Non-verbal communication does not follow any rules, formality or structure like other communication.
Most of the cases people unconsciously and habitually engaged in non-verbal communication by
moving the various parts of the body.

Assertiveness means expressing your point of view in a way that is clear and direct, while still
respecting others. Communicating in an assertive manner can help you to: minimize conflict. control
anger.
Etiquette in simpler words is defined as good behavior which distinguishes human beings from
animals.
Application and resume are sales letter. That is because applying for a job makes you a product,
the job becomes your services/qualities and the employer your buyer/consumer.
Rumor mill refers to the process by which rumors and gossip are originated and circulated among a
group of people.
The primary differences between a resume and a curriculum vitae are length, what is included,
and what each is used for.
Paralanguage is nonverbal communication such as your tone, pitch or manner of speaking. An
example of paralanguage is the pitch of your voice.
Objectives of Circular Letter: 1. To obtain publicity for a cause, a campaign or a product introduced.
2.To make the reader interested in their contents. 3. To impress the reader with facts and information
about the firm, its policy etc.
A resume is a document that job applicants use to summarize their work experience, educational
background, and special skills.
A curriculum vitae, often abbreviated as CV, is a document that job applicants use to showcase
their academic and professional accomplishments.

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