Definition of Business Communication

Effective business communication involves exchanging information both within an organization and with
individuals outside of it. This type of communication fosters interaction between employees and management
to achieve common goals while streamlining organizational procedures and minimizing mistakes. To improve
your business communication abilities, it’s essential to enhance your communication processes within and
outside of your organization.
“No matter whether it is written or verbal, it is the instrument through which business speaks to its consumers.
It is the mechanism by which management influences its employees and guides their activities. It is also the
means by which the employees provide information and feedback, which are
necessary to the management to take smart decisions. Organizations which carry out clear, meaningful and
effective communication with clients, employees, share-holders, creditors and the public have better chances
of building reliable relationships and can count on good cooperation”
Business Communication (2004)
Some other definitions of business communications are –
• Prof. J. Haste stated that when communication occurs between two or more business people for
effective organization and administration of business, it is considered business communication.
• Raymond Lesikar views business communication as a process or activity that enables individuals to
collaborate and work together.
• According to W.H., business communication is exchanging business-related views, ideas, and news
among the related parties.
• Ricks and Gow defined business communication as a system that affects change throughout the whole
organization.
7 C’s of an effective communication

1 Completeness

2 Conciseness

3 Consideration

4 Clarity

5 Concreteness

6 Courtesy

7 Correctness

Whatever field you operate in, you will need to interact professionally with others to close deals or work on
projects. The seven C’s of effective communication assist you in increasing productivity and engagement by
communicating messages that your audience can simply understand.
1. Completeness
It is necessary to communicate completely. The audience should receive all the information they require from
it. The sender must take the receiver’s viewpoint into account and correctly relay the message. The following
components are included in a thorough communication-
• An organization’s reputation is built and enhanced by complete communication.
• Additionally, they save money because no important data is lost, and if the transmission is successful,
no additional expenses are needed.
• Complete communication always offers extra details as required. It removes all uncertainty from the
receiver’s mind.
• The audience, readers, or message recipients can make better decisions because they have access to
all necessary and pertinent information when there is complete communication.
• It persuades the audience.
2. Conciseness
Conciseness implies wordiness, i.e. communicating what you want to say in the fewest words possible while
maintaining the other C’s of communication. Effective communication necessitates conciseness. Here’s how
concise communication helps-
• It saves time while also saving money.
• It emphasizes the core message while avoiding the use of unnecessary words.
• Concise communication conveys a brief and important message to the audience in a minimum number
of words.
• A brief message is more enticing and understandable to the listener.
• A brief message is not repeated.
3. Consideration
Consideration entails “putting oneself in the shoes of others.” Effective communication must include the
audience’s opinions, background, mindset, education level, and so on. Make an effort to imagine your audience,
their needs, emotions, and difficulties.
Make sure that the audience’s self-esteem and emotions are not jeopardized. Modify your message’s terms to
meet the needs of the audience while keeping your it complete.
4. Clarity
When you are able to transmit your thoughts and opinions into the recipient’s mind, you know communication
is effective. You don’t want the recipient to make assumptions or have a hazy understanding of what you’re
expressing.
Only when they completely grasp your message will they be able to make the appropriate decision. It might
occur when you employ plain and straightforward language to express your point to the recipient.
5. Concreteness
Concrete communication entails being specific and explicit rather than vague and generic. Concreteness boosts
confidence. Simply delivering your message through statements and questions will not captivate your audience.
It is important to back up your claims with appropriate facts, numbers, and statistics. Otherwise, your audience
will not know whether your message is genuine or not.
6. Courtesy
Courtesy in a message indicates that the message should reflect the sender’s expression while also respecting
the receiver. The sender should be honest, polite, prudent, contemplative, empathetic, and enthusiastic.
7. Correctness
Communication correctness implies that there are no grammatical errors in communication. Information
correctness or factual accuracy is important in both verbal and nonverbal communication. You must choose the
appropriate words at the right time while also ensuring that the information is reliable.
Etiquette of business communication
Business communication etiquette refers to the set of norms, conventions, and practices that govern how
individuals interact and communicate in a professional setting. Following proper etiquette in business
communication is essential for maintaining professionalism, fostering positive relationships, and ensuring
effective communication. Here are some key aspects of business communication etiquette:
1. Clarity and conciseness: Be clear and concise in your communication. Avoid unnecessary jargon or
overly complex language. Clearly express your ideas to ensure that your message is easily understood.
2. Professional tone: Maintain a professional and respectful tone in all written and verbal
communication. Use formal language, and avoid slang or overly casual expressions, especially in
written correspondence.
3. Grammar and spelling: Pay attention to grammar, punctuation, and spelling. Mistakes can
undermine the credibility of your communication. Review and proofread your messages before
sending them.
4. Timeliness: Respond to messages in a timely manner. Acknowledge receipt of emails promptly, and
if a more detailed response is needed, communicate a realistic timeline for providing it.
5. Appropriate language: Use language that is appropriate for the context and audience. Avoid
offensive or discriminatory language, and be mindful of cultural differences that may influence
communication norms.
6. Professional greetings and sign-offs: Use appropriate greetings and sign-offs in emails and other
written communication. “Dear,” “Sincerely,” and “Best regards” are common examples. Tailor your
choice based on the formality of the communication.
7. Subject lines: Craft clear and relevant subject lines for emails. This helps recipients quickly
understand the purpose of the message and prioritize their responses.
8. Respect for privacy: Respect the privacy of others. Avoid sharing sensitive or confidential
information without proper authorization, and be mindful of data protection regulations.
9. Active listening: Practice active listening in verbal communication. Give your full attention, avoid
interrupting, and ask clarifying questions to demonstrate understanding.
 10. Professional formatting: Format written communication in a professional manner. Use standard
fonts and formatting conventions, and ensure that the layout is visually appealing and easy to read.
11. Meeting etiquette: Be punctual for meetings, contribute meaningfully to discussions, and avoid
dominating the conversation. Follow any established meeting protocols, such as raising your hand to
speak.
12. Acknowledgment of receipt: Acknowledge receipt of important emails or messages, especially if
they require further action. This helps reassure the sender that their communication was received.
13. Adaptability: Be adaptable to the communication preferences of others. Some individuals may
prefer email, while others may prefer phone calls or in-person meetings. Respect these preferences
when possible.
Nature or Characteristics of Communication:
A n a na lys is of va rious definitions of c ommunica tion re ve als the na ture or c ha ra cte ristic s of
c ommunica tion whic h a re as follows :

1. C ommunication I nvolves A t Le as t Tw o Per sons : Communic ation involves a t

lea st tw o pe rs ons the se nde r and the rec eive r. The se nde r se nds the mes sa ges a nd
is known as the communica tor. The rece ive r rec eives the mess age and is know n
a s c ommunica te e.
2. C ommunication is a Two Way Proce ss : C ommunica tion is e sse ntia lly a tw o -w ay
proc ess . It does not me rely mea n s ending and rec eiving messa ges . It is not
c omple te unles s and until the messa ge has been unde rs tood by the rec eive r in the
s ame s ens e.
3. Pur pose of C ommunication: This bas ic purpos e of c ommunica tion is to c re ate
a n unde rs tanding. The re ce ive r s hould unde rs ta nd the mess age s ent a nd s hould
res pond acc ordingly.
4. For m of C ommunic ation: Communica tion may ta ke se ve ra l forms e .g. order,
ins truc tion, re port, que ries, e tc. it may be verba l or w ritten. It ma y be forma l or
informa l.
5. Sc ope of C ommunic ation: c ommunic ation pe rvades a ll huma n relationships. It is
e sse ntia l in a ll types of orga niza tiona l and at a ll le ve ls of ma na ge me nt.
6. C ommunication is a D ynamic Proc ess : Communica tion is influe nce d by the
mood a nd thinking of the se nde r a nd re ce iver. The w ay a mess age is ac ce pted
de pe nds upon the fa ct that whic h of the fine se ns ory orga ns of the re ce ive r is
a ctive a t tha t time.
7. C ommunication is M uc h More Than Wor ds : Communica tion is not me re ly
s ending or rece iving fa cts, e xpresse d in w ords . It a ls o involves ideas a nd
e motions . A lot of c ommunica tion is done through signs , s ymbols, a nd ges tures .
8. C ommunication is a Goal-Or ie nte d Proc ess : C ommunica tion is a goal -oriente d
a nd effec tive only w hen the re is a c ongrue nce of goa ls of se nde r and rec eive r.
9. C ommunication is C onve rsational: Communica tion s ets up a link be tw ee n fac ts,
ideas a nd thus helps the c ommunica tor a nd c ommunica te s to progress logica lly.
10. C ommunication is an Inter disc iplinar y Sc ie nce : Communic ation to be effe ctive
de rives knowledge from se ve ra l sc ie nc es like anthropology (the study of body
la ngua ge ), s oc iology (the s tudy of human behavior), ps yc hology (the s tudy of
a ttitude ), e tc .
Pur pose of B us iness Communication
1. I mple me nts E ffic ie nt Oper ations
B us iness c ommunic ation promote s e fficient ope ra tions.
▪ Informa tion, ins truc tions, a nd e xpec ta tions a re c ommunica te d c lea rly to the
e mployees .
▪ This c larity he lps pe ople unde rs ta nd their roles and res pons ibilities, w hic h reduc es
the proba bility of mistakes, misunde rs ta ndings , and re work.
▪ W he n eve ryone is on the s ame pa ge , the proce ss is strea mline d.
▪ N ee dless delays are eliminated a nd overa ll ope rationa l effic iency inc reas es .
2. B oos ts Te am C ollabor ation
B us iness c ommunic ation foste rs te am c ollabora tion.
▪ Employees fee l c omfortable e xpress ing the ir opinions, ideas , and conc e rns .
▪ Effec tive c ommunic a tion promotes open disc ours e and a ctive lis te ning, a llowing
tea m me mbe rs to e xc ha nge diffe rent points of vie w, s ha re know le dge, a nd
c ollabora te towa rd c ommon goa ls.
 ▪ It promotes togethe rnes s and a colla borative culture tha t promotes c oope ration,
c rea tivity, a nd innova tion.
▪ R egula r inte rnal c ommunica tion progra ms a nd mee tings e nhance the work ethics of
the employe es. The y a re re minded of the ir a cc omplis hments a nd a ls o given a se ns e
of direc tion in whic h the c ompa ny is hea de d.
3. Le ads to Be tter D ec is ion M aking
C le a r and time ly c ommunic ation is ess entia l for overa ll orga niza tiona l suc ces s.
▪ Effec tive c ommunic a tion e ns ures tha t dec is ion -make rs ha ve ac cess to a ccurate and
re le va nt informa tion.
▪ It allows them to a na lyze c hoic es, c onside r oppos ing points of vie w, a nd we igh
pote ntial risks a nd rewa rds .
▪ W he n communic ation is s uc cess ful, dec is ion -making process es be come more
e fficient and effe c tive , w hich lea ds to improve d orga niza tiona l outc omes.
▪ Thes e c ommunica tion channe ls ca n inc lude bus iness c ommunic ation re ports ,
fe edba ck systems, a nd mee tings .
4. Br ings C us tomer Satis fac tion
Effec tive c ommunic a tion with consumers is c ritic a l for a ny s uc cess ful orga niza tion.
▪ It he lps busines ses unde rs ta nd user ’s re quire me nts, e xpec ta tions , and conc e rns .
▪ B us inesse s tha t use effec tive c ommunica tion ma y active ly lis te n to their c onsume rs ,
s ympa thize w ith their problems , a nd delive r time ly a nd s uitable a ns we rs .
▪ O rganiz ations c rea te long -te rm relationships and gain a c ompe titive e dge by
res ponding to que ries , re solving proble ms, a nd kee ping a continuous a nd res pons ive
c ha nne l of contac t.
▪ A ny busines s tha t has to s ucc ee d will a im towa rd inc reas ing its sa le s. The re fore ,
ma inta ining cus tome r relations hips bec omes e ve n more ne cess a ry. It als o helps
c rea te a pos itive ima ge or pe rc eption of the c ompany in the ma rke t.

5. R es ults in B e tte r Conflic t Res olution

C onflic t is a norma l compone nt of every c orpora te se tting. Effic ie nt c ommunica tion is
e sse ntia l for c onflic t resolution. A lso, chec k out this guide on e ffec tive proble m -solving
s kills to tac kle works pac e challe nges s moothly.
▪ Individuals communica te their opinions , conc e rns , and fee lings produc tive ly by
de ve loping open a nd courteous c ommunic ation c ha nne ls.
▪ Strong c ommunica tion s kills a llow pa rties to ac tively lis ten, grasp dive rs e points of
vie w, es ta blish c ommon ground, a nd s trive towa rd mutua lly ac ce ptable s olutions.
▪ Effec tive dis pute re solution through c ommunica tion promotes a peac e ful w ork
e nvironme nt and protec ts produc tivity a nd morale.
6. B uilds He althy Conne c tions
Strong c onne ctions with s ta ke holde rs like c lie nts, suppliers, a nd pa rtners a re built on s trong
c ommunica tion s kills .
▪ O rganiz ations de ve lop trus t, c re dibility, and mutua l unde rs ta nding with the ir
s ta ke holde rs via e ffec tive communica tion.
▪ B us inesse s de ve lop long -las ting rela tionships with sta ke holde rs by ke eping the m
informed, ac tively lis te ning to the ir input, a nd res olving their iss ues .
▪ This le ads to c ollabora tion, loya lty, a nd long -te rm succ ess .
7. Fos ters E ffe c tive L eade rs hip
In a n orga niza tion, effec tive le ade rs communica te we ll and lea d by e xa mple.
▪ The y can prope rly c ommunica te the ir vis ion, goals, a nd expec ta tions to the ir
res pe ctive tea ms .
▪ A pleasa nt work environme nt is c rea te d through s trong lea de rs hip c ommunic ation,
w hic h inspire s and encoura ges people a nd produc es a se ns e of purpose a nd
direc tion.
▪ Le ade rs empowe r their tea ms to pe rform at their best and ac complis h corporate
goals by providing advice , fee dbac k, a nd re cognition through effe ctive
c ommunica tion.
8. Ass is ts in Cr is is Manage me nt
Effec tive c ommunic a tion is c ritic al during diffic ult time s or c rises .
▪ C le a r and time ly c ommunic ation a ids in c ris is ma nage me nt by diss emina ting fac tual
informa tion, ass uring stakeholde rs , a nd de ta iling a ction plans.
 ▪ O rganiz ations ma y reduce unce rta inty, re solve is sues , and pre se rve trust a nd
c onfide nce in their s ta ke holde rs by speaking fre ely a nd tra ns pa re ntly.
▪ Effec tive c ris is communica tion re duces negative conse quences a nd e na bles a
c oordinated a nd effec tive response .
9. E le vates Profess ional I mage
It is ess entia l for orga niza tions to have a pos itive ima ge . Effec tive bus iness c ommunica tion
he lps organiz a tions achieve this .
▪ B us iness c ommunic ation dis pla ys an organiz ation’s profe ssiona lism a nd c ompetenc y.
▪ Effec tive c ommunic a tion in a ll contac ts , inc luding prese nta tions, e ma ils , and
c us tome r e nc ounte rs , contributes to the pre se ntation of a fa vora ble a nd profes siona l
image.
▪ C le ar, s uc cinc t, and polite c ommunic ation indica tes a tte ntion to de ta il, fos te rs trus t,
a nd improves the orga niza tion’s reputa tion.
10. Promote s Care er A dvanc e me nt
For c a ree r a dvance me nt, bus iness c ommunic ation is importa nt.
▪ Strong c ommunica tion s kills a re highly rec ognize d in the corpora te sec tor and a re
fre quently se en a s a vita l as pe ct of job progress ion.
▪ Individuals who ca n suc ces sfully c ommunic ate conve y the ir idea s, opinions , a nd
a cc omplishme nts more c lea rly a nd confide ntly.
▪ The y can s uc cess fully communica te , influence othe rs , and de ve lop s olid
c onnec tions, providing doors to new poss ibilities, promotions, a nd profe ssiona l
progress .
11. E ns ures Complianc e
C ommunica ting about the c ompa ny’s polic y is vita l for e ns uring effec tive complia nc e with
la ws and regula tions.
▪ W he n the e mploye r communica tes tra nspa re ntly about the company’s polic ies to its
e mployees or eve n c us tome rs , the y ca n use them as re lia ble re fe re nce points while
re view ing a guideline or proc edure .
▪ Employe rs ca n orga nize training and aw a re ness progra ms to ma ke their e mployees
a wa re of the polic y a nd take appropria te meas ures to imple me nt these polic ies
throughout.

Types of business communication

Business communication has various types depending on its usage by different organizations. Here is a list of the
10 most common types of communication in business communication.

1. Verbal Communication
Verbal communication is the exchange of knowledge, concepts, ideas, and emotions through spoken or written
words.

▪ It involves sending messages from one person to another using language.

▪ It can be spoken or written.
▪ Examples include face-to-face conversations, speeches, video conferences, phone calls, and
presentations.
▪ It can also take the form of written messages like letters, emails, and text messages.
▪ It is essential in interpersonal interactions, business negotiations, professional contacts, education, public
speaking, and other areas.
▪ It allows people to communicate, exchange ideas, collaborate, and build relationships.
2. Written Communication
Written communication is the transmission of information, concepts, thoughts, and messages through written
language.

▪ It involves expressing ideas and communicating information using written symbols such as letters,
words, phrases, and paragraphs.
▪ Examples include memoranda, reports, articles, books, emails, texts, social media postings, and memos.
▪ It provides a record of the information, allowing for reference and review.
 ▪ It allows for careful consideration and editing before delivering the message, leading to a clearer
expression of thoughts.
▪ It is suitable for long-distance and asynchronous communication, enabling communication across
boundaries and time zones.
▪ Compared to verbal communication, written communication offers a more controlled and enduring form
of communication.
3. Nonverbal Communication
Nonverbal communication is the exchange of information, thoughts, and emotions without the use of words or
verbal language.

▪ Examples include body language, facial expressions, gestures, posture, eye contact, touch, and voice
intonation.
▪ It can support, reinforce, or contradict spoken communication in interpersonal relationships.
▪ It helps in interpreting the underlying meaning and emotions conveyed through spoken words.
▪ Nonverbal cues may have different meanings in different cultural contexts, highlighting the importance
of considering cultural differences in nonverbal communication.
▪ The interpretation of nonverbal indicators takes into account individual characteristics and societal
conventions.
4. Electronic Communication
Electronic communication refers to the transmission of information, messages, and data using electronic devices
and digital technology.

▪ It involves transmitting data in various formats, such as text, photographs, audio, and video, through
electronic channels like the Internet, email, instant messaging, social media platforms, and
telecommunications networks.
▪ It allows for rapid and extensive delivery of information across large distances.
▪ It has become increasingly important in modern life, revolutionizing communication in areas, such as
business, education, government, entertainment, and interpersonal connections.
▪ It has transformed how people connect, collaborate, and exchange information, enhancing the
effectiveness and accessibility of communication.
5. Formal Communication
Formal communication in an organization refers to regulated and structured communication that follows
predetermined channels, rules, and standards.

▪ It is used to convey precise messages on official topics, rules, processes, and work-related activities.
▪ It flows in a purposeful, organized, and systematic manner.
▪ The top-down hierarchical structure is often followed in formal communication.
▪ Examples include memos, reports, meetings, official emails, newsletters, and formal presentations.
▪ The language used in formal communication is typically formal, precise, and aligned with the accepted
norms and standards of the company or industry.
▪ It is employed by organizations to establish strategic plans, share official information, assign
responsibilities, and communicate major news.
▪ It ensures effective and efficient communication in the workplace by maintaining order, clarity, and
accountability.
6. Informal Communication
Informal communication is the casual and unofficial exchange of information, ideas, and messages in an
organization or social setting.

▪ It occurs through talks, unofficial meetings, social gatherings, phone calls, instant messaging, and casual
contacts.
▪ It takes place outside formal channels and structures.
 ▪ Participants engage in informal communication in a casual and unstructured manner, often disregarding
hierarchical norms.
▪ It facilitates the spontaneous sharing of ideas, viewpoints, and personal experiences, strengthening bonds
of friendship and trust.
▪ It is important in organizations as it promotes employee engagement, cooperation, and the sharing of
tacit knowledge.
▪ It fosters a positive work environment, trust, and interpersonal relationships.
▪ It serves as a form of social support, allowing individuals to seek advice, express concerns, and
participate in informal mentoring.
7. Upward Communication
Upward communication refers to the flow of information from employees or lower-level members of an
organization to their superiors or higher-level management. It comprises the exchange of messages and feedback
in an upward direction within the organizational structure. Characteristics of upward communication include:

▪ Feedback: Employees share their views, ideas, and concerns about their work, projects, or
organizational procedures.
▪ Suggestions and Ideas: Employees provide comments, ideas, and innovations to enhance productivity,
work procedures, and organizational effectiveness.
▪ Grievances or Concerns: Employees may express grievances or concerns about the work
environment, company rules, or interpersonal disputes.
▪ Performance Reports: Employees provide their bosses reports on their success, setbacks, and
advancement for appraisal and criticism.
▪ Seeking Clarification: When it comes to problems at work, employees go to their superiors for advice,
direction, or information.
8. Downward Communication
The transfer of information, guidelines, orders, criticism, and announcements from higher-level management or
supervisors to employees or subordinates within an organization is referred to as downward communication. The
following are characteristics of downward communication:

▪ Instructions and Directives: Management gives employees specific instructions, rules, and directions
regarding their jobs, obligations, and expected outcomes.
▪ Feedback on Performance: When it comes to an employee’s job performance, strengths, and areas for
development, supervisors provide them feedback, assessments, and performance reviews.
▪ Organizational Announcements: Management informs staff members of any relevant updates, news,
or changes to organizational policies.
▪ Setting Goals and Objectives: To ensure that employees’ efforts are in line with the broader
organizational vision, management communicates with them the organization’s goals, objectives, and
targets.
9. Lateral or Horizontal Communication
The flow of information, concepts, and messages between people or departments within the same organizational
level is referred to as lateral or horizontal communication. The features of lateral communication include:

▪ Peer-to-peer Communication: Lateral communication takes place between people or groups within
the same organizational level, without the involvement of superiors or inferiors.
▪ Collaboration and Coordination: It makes it easier for people or departments working toward a
shared objective to coordinate their efforts, collaborate on initiatives, and share resources.
▪ Sharing of Information: Peers can exchange knowledge, skills, best practices, and lessons learned
through lateral communication.
▪ Problem-Solving: It enables groups of people or departments to jointly address problems, generate
ideas for solutions, and get feedback or counsel from peers.
▪ Cross-Functional Communication: In an organization, lateral communication frequently takes place
between people or departments from several functional areas or departments, promoting interdisciplinary
cooperation.
10. External Communication
The exchange of information, messaging, and communication between a company and external parties or
stakeholders is referred to as external communication. It entails communication with stakeholders, including
clients, partners, investors, the general public, regulatory agencies, and other parties with a stake in the company.
Channels and techniques for external communication include:
 ▪ Marketing and Advertising: It uses a variety of marketing and advertising channels to reach
consumers and the general public, including print media, television, radio, internet commercials, social
media, and promotional campaigns.
▪ Public Relations: It influences public opinion and sustains a favorable public image. Public relations
include interacting with the media, releasing press releases, planning events, and managing connections
with journalists.
▪ Customer Service: Customer service is the process of interacting with consumers through a variety of
channels, including live chat, emails, phone calls, and social media, to respond to their questions, offer
assistance, and guarantee their happiness.
▪ Investor Relations: It provides information on a company’s financial performance and operations to
shareholders, potential investors, and financial analysts through reports, annual meetings, investor
presentations, and other channels.
▪ Government and Regulatory Communications: This is done by getting in touch with governmental
organizations, regulatory authorities, and business groups to meet legal obligations, disseminate
information, and promote the interests of the company
• 11. Internal business communication
Internal business communication refers to communication between members of an organization. Both formal
and informal communication are included in this conversation. Internal communication also includes many
departments that communicate with employees through various channels. Internal communication should be
effective since it is an important means of viewing and representing organizational concerns.
Effective internal business communication can boost employee job satisfaction, productivity, and efficiency
while minimizing grievances and boosting revenues.

Process of Communication

Communication is a dynamic process that involves transmitting information from the sender to the receiver
through a channel which in turn gives the feedback in the form of some message within a given time frame.

There is a total of seven major elements involved in the process of communication; they are:

1. Sender

The person who initiates the communication in the form of sending the encoded message to the receiver of the
information is known as the sender. The sender is the first person involved in the process of communication. The
sender is the one who is responsible for the transmission of the correct information and convey it to others.

2. Encoding

Encoding is the second element in the process of communication. The encoding is done by the end of the sender
so that it can be decoded by the receiver in the correct form. The sender encodes the message in the form of certain
words or some certain symbols, body language, some signs or gestures to translate the information into a message.
The way the sender encodes the message denotes the perception, background, competencies, skills, or knowledge
of the sender.

3. Message

As the message is encoded now, it is ready to be formed into a message by the sender to be further conveyed to
the receiver. The message can be oral, written, verbal, graphs, gestures, signs, mood, sound, etc.

4. Communication Channel

The sender then chooses the channel/ medium through which the information will be conveyed to the receiver or
recipient. This is a very important channel as the right, and most appropriate channel needs to be chosen to be
able to convey the message in the most right and effective manner.

The channel may be oral, written, verbal, internet, web, gestures, signs, symbols, newspapers, etc.

5. Receiver
The receiver or recipient is the one for whom the message is intended. How the receiver decodes the message
purely depends upon the knowledge which he or she has.

6. Decoding

Decoding is done by the receiver of the message. Decoding is done to interpret the message in the correct means
in which it is intended.

7. Feedback

The final step of the communication process is the feedback step. The feedback intends that the sender has sent
the right message and the receiver has received and decoded the right message and understood that in the best
possible way. Feedback is necessary as it increases the efficiency and permits the encoder to know the efficacy of
the message.

Barriers to Communication: There are various problems and difficulties in the process of communication
which often result in the occurrence of the barriers to communication. Communication barriers are interferences
or obstacles which affects not only the transmission of idea or information but also the understanding and
acceptance of it. It has an effect on entirely preventing communication, filtering part of it, or giving it an
incorrect meaning. The three main causes for the barriers in communication are due to: 1. The deficiencies of
the sender 2. The deficiencies of the listener 3. Inappropriate means of communication The various barriers to
the process of communication are given as follows
Types of Barriers: There are various problems and difficulties in the process of communication which often
result in the occurrence of the barriers to communication. Communication barriers are interferences or obstacles
which affects not only the transmission of idea or information but also the understanding and acceptance of it.
It has a effect on entirely preventing communication, filtering part of it, or giving it an incorrect meaning.
Barriers to communication can be classified as follows on the basis of the stage of the communication process
during which the problem arise: a) Sender oriented barriers, which include lack of planning, lack of clarity
about the purpose of communication, improper choice of words resulting in a badly encoded message,
difference in perception, wrong choice of channel, etc. b) Receiver oriented barriers like poor listening, lack of
interest, difference in perception, biased attitude, etc. c) Channel oriented barriers such as noise, wrong
selection of medium, technical defects, etc.
The various barriers to the process of communication are given as follows.
I. Physical or environmental barriers
II. Physiological barriers
III. Semantic or language barriers
IV. Personal barriers
V. Emotional
VI. Socio- psychological
VII. Cultural barriers
VIII. Organizational barriers
I Physical or environmental barriers: These are environmental factors which limit the sending and receiving
of messages. Often the term Noise is used as a blanket term to refer to this kind. They include distance, noise,
breakdown of communication media, faulty mechanical equipments, etc. i. Noise: It is the first major barrier to
communication. Communication gets disturbed by noise that occurs at the transmission level. For example, the
noise of traffic around a school obstructs the flow of information between a student and a teacher. Similarly poor
signal while talking over cell phone or using public address system or watching TV also disrupts communication.
Bad weather conditions may also sometimes cause barrier to communication. ii. Time and distance: These may
also obstruct the smooth flow of information. For example time difference between two different countries may
affect communication between two people. Another example will be two people working in two different shifts
may face problems in communicating effectively. Improper seating arrangement in a class also may act as a barrier
to the process of communication. iii. Wrong choice of medium: This can cause a barrier to communication if the
sender uses the wrong channel for the transmission of the message with is improper for the audience. For example,
if an expert uses an power point presentation for the uneducated factory workers then they will be unable to
understand it. iv Surroundings: Adverse or extreme weather conditions like, too hot or too cold, their surroundings
do have a direct effect on the effectiveness of communication. As environment causes a psychological effect like,
too hot weather will cause restlessness and humididity, whereas too cold weather makes a person feel lazy to
communicate. v Inadequacy of message design/Poorly expressed message: No matter how clear the idea in the
mind of the sender, it may still get affected by use of poorly chosen words, long sentences, complex words, poor
organization of ideas, use of jargon
II Physiological or Biological barriers: Physiological barriers are related to a person’s health and fitness. These
may arise due to disabilities that may affect the physical capability of the sender or the receiver. Proper functioning
of the vocal chords, hands, fingers, eyes is necessary for effective communication. For example: • Speaking can
adversely affected by stammering, fumbling, utterance of improper sounds due to defective vocal organ. •
Listening can be ineffective as a result of defective hearing • Writing can be failed due to hand injury, numbness,
etc. • Reading can be affected due to poor eyesight.
III Semantic barriers/ Language Barriers: The term ‘semantic’ refers to the systematic study of meaning of the
words. Semantic barriers are barriers related to language. They cause obstructions in the process of receiving or
understanding of the message during the process of encoding or decoding ideas and words. The most common
semantic barriers are listed below i. Misinterpretation of words: Different people mean different meaning while
using the same word. ii. Use of technical language: It is often found that technical people use technical language,
which is related to their profession which is known as jargon. For eg: A manager handed over an important
document to a new assistant and told him to burn it( here burn means copy in another computer.) But the new
assistant took a different meaning to the word burn and literally burn it with a match stick. Doctors, lawyers, etc.
uses a language which a layman cannot understand that, due to lack of knowledge of that language. iii. Vocabulary
deficiency of both the sender and the receiver may cause semantic barrier to communication. iv Multiple meaning
of the words in different context: Different words are used in different ways as per the need/ message. For instance
consider the word, ‘out’ in following sentences: • Get out of here • Something is out of order in my car • The truth
got out at last • He really stands out in his class. • The workers are going out on strike Thus the word ‘out’ conveys
a different meaning when used in different situations and thus miscommunication occurs. iv. Connotative
meaning: It differs dramatically from denotative meaning. Eg: depart, go, leave, get out, etc
IV Personal barriers: Differences in personal and psychological makeup of individuals may create barrier
between people. They arise from judgments, emotions and social values of people. The following are some of the
most common personal barriers. i. Attitudes and opinions: Assumptions and negative feelings about the receiver,
such as hostility may have an effect on the message. In a typical superior subordinate relationship, a subordinator
may or may not ask questions, may even withhold information due to fear. Some supervisors may not be open to
suggestions and feedback as they presume that their subordinates are not capable of advising them. This creates
indifference between them and subordinates do not feel motivated. Attitude thus becomes a barrier to
communication. ii. Lack of self-confidence: Lack of self-confidence either on the part of the sender or the receiver
while communicating may be a barrier to it
V. Emotional Barriers: Emotional barriers are associated with sentiments and emotions. i. Blocked mind:
Blocked mind considers only limited information and ignores or rejects additional information. An individual who
has a blocked mind is rigid and dogmatic. He resists all contradictory communication and pays deaf ear to new
ideas. ii. Bias and prejudice: if closed minded people are asked for reasons for rejecting a message, they may
reveal prejudices. They react with anger and give a sharp rebuff who tries to argue with them. This acts as a barrier
in communication. iii. Emotions: One’s state of mind plays an important role in act of communication. If the
sender is worried, excited, afraid, nervous, then he will not be able to organize his message properly. Similarly if
the receiver is not in a proper state of mind, he may misinterpret the message.
VI Socio-psychological barriers: They are similar to perceptional barriers i. Selective perception: This means
that the receiver selectively see and hear based on their needs, motivations, experience and expectations. In
communication, this tendency means that they hear what they want to hear and ignore other relevant information
ii. Status consciousness: Differences in status and power between the sender and the receiver may constitute
another barrier. The subordinate feels very jittery, nervous in front of the supervisor and the supervisors may be
reluctant to pass complete information. iii. Prejudices: People who are not open to discussions, new ideas,
viewpoints and have a closed mind may be a great barrier to communication. iv. Halo Effect: Sometimes the
listener may be too much in awe of or completely distrust a speaker. When there is a lack of sufficient trust,
confidence and faith between the communicating parties, selective listening takes place. In these situations several
types of ‘noise’ enter the communication process. Similarly things like distrust, threat, fear are vital barriers to
effective communication. v. Physical appearance: Receiver may not like the sender’s physical appearance, voice,
pronunciation, accent, use of grammar or mannerism. This may cause the receiver to discard the content.
Communicator’s mood also influences his capacity to communicate, for eg: he may be tired, sleepy, bored, etc.
VII Cultural Barriers: Culture shapes the way we think and behave. Each group categorized on the basis of
nationality, ethnicity, race, religion, etc. has its own distinctive culture. Cultural differences often cause
communication differences. It arises when individuals in one social group have developed different norms, values,
or behaviors to individuals associated with another group. The same category of word, phrases, symbols, actions
colors mean different things to different cultures. For eg: In western countries black color is associated with
mourning, while in the far east white is the color of mourning. In U.S people love to be called by their first name,
while in Britain, people are addressed by their last name.
VIII Organisational barriers: i. Complex organizational structure: A complex org structure has long
communication channels which subjects to breakdown of communication. ii. Too many levels in the organization:
As the message has to pass through many levels, there are chances of distortion, delays or total failure of the
message. iii. Time and timeliness: time pressures can be a serious obstacle as messages are hastily and
inadequately communicated by managers.
NON -VERBAL COMMUNICATION
1. Vocal Tone

Speaking style, pitch, rate and volume all contribute to understanding the speaker. Changes in vocal tone during
a conversation are also a noticeable nonverbal cue that contributes to your understanding of the person speaking.
For example, during a friendly conversation with your boss, you ask her if you can take next week off. She says
“Sure. Take all the time off you need,” but her tone of voice went from warm and sweet before your question to
cold and sharp when she replied. Although her words seem positive, her tone of voice indicates she is not happy
about your request.

2. Fidgeting

Are you shaking your knee, biting your nails or playing with your pen very noticeably as someone else talks in a
meeting? This may express to the speaker you are bored or nervous or are disinterested. According to Jim
Blythe, author of Consumer Behaviour, fidgeting is a displacement behavior and external release for whatever
you are feeling within.

3. Facial expressions

Since facial expressions are closely tied to our emotions, they reveal what we are thinking and are perhaps our
biggest nonverbal communicators in everyday life. Imagine pitching a new product to a client with a fearful and
worried look on your face or with a lack of eye contact.This would convey to your client that you have little
faith in the product. Instead, if you really want to sell your product, show positive energy and enthusiasm with
your facial expressions by allowing your face to be animated and smiling as you talk. The excitement on your
face will help get the customer excited about your new product.

4. Head movements

Head movements are especially rich conveyors of communication and one of the easiest nonverbal cues to
understand. Certain head movements tend to be culture-specific, such as nodding in agreement for within
western cultures. For example, when presenting in a meeting, you can gauge participants’ understanding and
interest in your presentation by observing their head movements. If they are shaking their head in a “no”
manner, you may need to pause and ask if anyone has any questions to try to understand if they are confused or
in disagreement with you. Conversely, if meeting participants are actively nodding their heads in a “yes”
manner, it is a good indication they are engaged and understand what you’re trying to communicate.

5. Hand gestures

Hand gestures punctuate the spoken word and can offer useful context about both the speaker and what they are
saying. Sometimes hand gestures give clues to the speaker’s emotional state. Trembling hands could mean the
person is anxious or lying. Animated, grand hand gestures could indicate the person is excited or passionate
about what she is discussing. Other times hand gestures give literal meaning to the spoken words. Your boss
may give you very detailed verbal instructions about a task with added hand gestures to reinforce his spoken
words. For example, he says, “I need three circular objects placed over there.” As he speaks these words, he
gestures with his hands by holding up three fingers, followed by drawing a circle in the air and finally pointing
to where he wants them.

6. Body posture

Body posture can be used to determine a participant’s degree of attention or involvement during a
conversation. Bad posture, like slouching, may indicate the listener is bored or uninterested in the conversation.
In contrast, if the person you’re speaking to is standing or sitting still, upright and leaning forward, they are
signalling that they are focused, attentive and engaged in the conversation. Body posture can also give hints
about personality characteristics, such as whether a person is confident, happy, friendly or submissive.

7. Physical distance

Physical distance between people can set the tone for the conversation. An employee who comes extremely
close to speak with you while you’re seated at your desk may indicate they have something confidential to say.
Other times, getting extremely close or touching someone as you speak could be considered intrusive or even
hostile. However, physical distance can be misleading since different cultures require different amounts of
physical distance for communicating in the workplace. Most North Americans prefer at least 18 inches of
personal space. Anything closer is viewed as too intimate in a work environment. A co-worker from South
America, on the other hand, may be comfortable getting much closer to talk.