BUSINESS

COMMUNICATION

Module 1

INTRODUCTION
COMMUNICATION
Communication is derived from Latin word “communis” meaning
common.
It stands for a natural activity of all human beings to convey opinions,
feelings, information & ideas to others through words (written or spoken),
body language, or signs.
Communication
The sharing of information between two or more individuals or groups
to reach a common understanding (but not necessarily agreement).
Definitions of Communication
George Vardman in his book ‘Effective Communication of ideas’ defines
effective communication as
”Purposive interchange, resulting in workable understanding &
agreement b/w the sender & receiver of a message.”

Robert Anderson – Communication is interchange of thoughts, opinions,

or information by speech, writing, or signs.
Allen Louis --- 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 & continuous process of telling, listening & understanding.

Keith Davis– defines communication as “The transfer of information &

understanding from one person to another person. It is a way of reaching
others with facts, ideas, thoughts & values.
Role of Managerial Communication
MC plays a pivotal role in knowledge sharing
MC plays an important role in completing tasks way ahead of deadlines
Effective communication leads to transparency among team members
Plays an important role in motivating employees
MC plays an important role during crisis and critical solutions
MC plays an important role in stress management
PURPOSE OF COMMUNICATION
• To Inform
• To Persuade
• To Solve Problems
• To Entertain
• INFORM: Communication to inform or expository communications is
directed by the desire to expose, develop and explain the subject. It focuses
on the subject of communication.

• PERSUADE: The communicator may seek primarily to persuade the reader.

In such a form of communication the focus is on the reader (Receiver) and
not the message.

• TO SOLVE PROBLEMS: The communicator majorly focusses on problem

solving. This includes both sender and receiver to understand the problem
and directs towards common agreement.

• TO ENTERTAIN: The sole purpose of the communicator is to entertain the

receiver. This is generally found with a large audience.
Reasons(objectives) for communication
• To teach or learn something To provide support
• To obtain/accomplish To question or to answer
something To organise
• To express feelings To justify
• To solve problems To discipline
• To stimulate interest To pass on information
To clarify
• To socialise
• To entertain
CLASSIFYING COMMUNICATION
Communication is classified according to the number of persons (receivers)
to whom the message is being sent.
 Intrapersonal Communication
 Interpersonal Communication
 Group Communication
 Mass Communication
 Verbal Communication
 Non Verbal Communication
 Meta Communication
CLASSIFYING COMMUNICATION
1) Intrapersonal Communication
 It is talking to oneself in one’s own mind
Ex: Soliloquies.

2) Interpersonal communication
 It is the exchange of messages b/w two persons.
Ex: A conversation, a dialogue,
interview process in which two persons interact (others may also be
present as audience).
3) Group communication
 It can be among small or large groups in which all individuals retain
their individual identity.
Ex: An organisation, Club or a classroom

4) Mass Communication
 It occurs when the message is sent to large groups of people.
Ex: Newspaper, radio, television
 In this process each person becomes a faceless individual with almost
no opportunity for personal response or feedback.
Communication can also be classified on the basis of medium employed

5) Verbal Communication
 It means communicating with words, written or spoken. Verbal
communication consists of speaking, listening, writing, reading & thinking.

6)Non-verbal Communication
 It involves exchanging information b/w persons through sign language,
action language, or object language.
Ex: Pictures, signs, gestures, facial expressions
Non verbal communication flows through all acts of speaking or writing.

 It is a wordless message conveyed through

 Gestures(sign).
 Movements(action language)
 Object language(pictures/clothes)

 Nonverbal communication can be identified by

 Personal space(kinesics)
 Touch(Haptics)
 Eyes(Oculesics)
 Sense of Smell(Olfactics)
 Time(Chronemics)
7) Meta Communication

 Here speakers choice of words unintentionally communicates something

more than what the actual words state.
 For example, a flattering remark like “I’ve never seen you so smartly
dressed” could also mean that the regular attire of the listener needed
improvement
PROCESS OF COMMUNICATION
The linear concept: (Elements of Communication)

SENDER message MEDIA message RECEIVER ACTION

Who Says On Which

What? channel? To With what
?
Whom effect?
?

The earliest conceptualizations of communication involved the following 5 basic

question
Who? (Sender)
Says what? (Message)
On which channel? (Media)
To whom? (Receiver)
With what effect? (Action)

Communication was considered a one-way process marked by the flow of information

form sender to receiver.
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 Shannon-Weaver model

noise

Information Encoding Decoding Destination

source process process
Channel

Feedback

The model is based on the idea that communication occurs only when the message
has been received and that it should be received as far as possible unchanged. This is
of course a theoretical concept of perfect communication .In real life; filters in the
mind of both sender and receiver affect the content of message. To an extent feedback
corrects the distortions if any and tends to complete the cycle of communication.

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PROCESS OF COMMUNICATION – Key Terms

 Sender: The individual, group, or organization that

needs or wants to share information with some
other individual, group, or organization.

 Receiver: The individual, group, or organization

for which the information is intended.

 Message: The information that a sender needs or

wants to share with other people.
 Needs to be both clear and complete

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PROCESS OF COMMUNICATION – Key
Terms
 Encoding: Translating a message into symbols or
language that a receiver can understand.

 Medium: The pathway through which an encoded

message is transmitted to a receiver.

 Decoding: Interpreting or trying to make sense of

a sender’s message.

 Noise: Anything that interferes with the

communication process.

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CHARACTERISTICS OF SUCCESSFUL COMMUNICATION

According to Francis.J.Bergin, communication should be:

1) Candidness
2) Clarity
3) Completeness
4) Conciseness
5) Concreteness
6) Correctness
7) Courtesy

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1) Candidness
 The message to be communicated should be candid(straight
forward,frank)
 It should not be:
-> Indirect
-> Multivocal or untrue

If the sender is not truthful in preparing the message the receiver will begin
to doubt the intention of the sender. As a result a sincere feedback cannot
be obtained.
2) Clarity/Clear
 Clarity in expression is brought through use of precise & concrete
words.
 As far as possible, use simple & short words than pompous & heavy
words
 Message should be clear without confusion.
 Avoid long phrases and long sentences
Pompous Simple

 Terminate  End
 Fascination  Attraction
 Utilise  Use
 Procure  Get
 Deem  Think
 Interrogate  Question

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Use words which are familiar to the audience & are appropriate
for the situation
Familiar Pretentious

 Home  Domicile
 After  Subsequent
 Deeply  Profoundly
 For Example  eg
Construction of effective sentences and
paragraphs is at the core of clarity
 Prefer use of short sentences than long ones.
 Insert not more than one main idea into a
sentence.
 Arrange words & clauses in such a way that the
main idea occurs easily in a sentence & less
important in subordinate clause.
 Headings, tabulations, graps, line charts, pie
charts, coloured capital or italic letters should be
used in a creative way to improve the visual impact
of the message.

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3 . Completeness
 Incomplete message breeds misunderstandings & misinterpretations.
 Wastage of time and resources.
 Irritates the receiver.
 Completeness contributes to the clarity of the message

The sender should keep in his mind the 3 W’s i.e. who, what, why while
sending the message. ‘Who’ refers to the receiver, ‘What’ refers to the
message and ‘Why’ refers to the purspose if the message.
4. Concise
To retain the attention as well as to save the time of the receiver,
message should be concise, short or brief.
Concise means conveying the message in fewest possible words
without sacrificing its completeness and clarity.
If a message is precise , the important ideas or points are very well
identified.
4.Conciseness
WORDY CONCISE

At this point of time Now or at present

As regards the fact that Considering
Because of the fact that As or because
In due course of time Soon
Not very far from here Nearby, or close by
Will you kindly Please
Despite the fact that Although
Keeping in view Considering

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Use single & simple word instead of 2 words
conveying the same idea
Two Words Simple

 9.a.m in the morning  9.a.m

 In my personal opinion  In my opinion
 period of one month  One month

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5. Concreteness

 Concreteness means being specific.

 Definite in describing events & things.
 It also means using specific facts and figures.
 Avoid using words leading to uncertainty and
vague.
 Use active words than passive words.

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6.Correctness
Correct in spelling, Grammar, Format, Content &
statistical data provided.
Verify the tools ,data, totals, etc for correctness.
Check the grammar & construction of sentences
Use right level of language-formal/ informal.

WRONG CORRECT
He said to me that I will He told me that he would
surely go there surely go there
Being an experienced As you are an experienced
manager, we are sure you can manager, we are sure you can
resolve the conflict resolve the conflict

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7.Courteous
Courtesy in the message as well as manners plays a
dominating role in this regard.
Be in right frame of work.
Use polite and respectful tone.
Always thank for generosity and favour.
Use words like please for requesting something.
Ensure that the other persons self respect is not
hurt.

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Functions of Business Communication

1. To inform
2. To persuade
3. To promote
goodwill

External communication
Internal communication
with
with
Customers
Superiors
Suppliers
Coworkers
Government agencies
Subordinates
The public

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COMMUNICATING WITHIN ORGANIZATIONS
Internal Communication: This is the communication takes place within
the organization. In addition to the usual face to face, telephone, fax or
mail; modern organizations may use technology to communicate
internally.

External communication: Communication between the organization and

those outside the organization. The communicate with other business can
be through telephone, fax, email, social media, website, etc.
Types of Business communication
 Formal Communication
 Written
 Oral
 Electronics

 Informal or Grapevine Communication

 Single Strand
 Gossip
 Probability
 Cluster
 Forms of Communication Flowing
Through Formal Channels
Written Oral Electronic
Executive memos, letters Telephone E-mail
Annual report Face-to-face conversation Voicemail
Company newsletter Company meetings Instant Messaging
Bulletin board postings Team meetings Intranet
Orientation manual Videoconferencing

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Informal or grapevine communication

C
D
E C

F A B

A
Gossip
Single strand

H G
E
N

C
T
M
I F
H
D A B
A D
J E

Cluster
Probability
Communication Flowing Through Formal
Channels

Downward Horizontal Upward

Management directives Task coordination Employee feedback
Job plans, policies Information sharing Progress reports
Company goals Problem solving Reports of customer
Mission statements Conflict resolution interaction, feedback
Suggestions for
improvement
Anonymous hotline

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DOWNWARD COMMUNICATION
Downward communication moves from top to the bottom, i.e. from the
CEO downwards.
It travels through senior executives to junior level functionaries, from the
controlling office to the branch, from the head of the division to the head
of the unit.
Corporate goals, business priorities, motivational letters, work-related
instructions, newsletters, letters from the CEO/General Manager’s desk
are all typical examples of downward communication.
UPWARD COMMUNICATION
Upward communication is one which moves upward, i.e., from bottom to top
levels in the hierarchy.
Any communication that moves from employees to supervisors, supervisors to
managers, managers to executives, regional manager to general manager and
so on, maybe categorized as upward communication.
Similarly, communication from branches to regional offices, regional offices to
zonal offices, zonal offices to head office is referred to as upward
communication.
Employee suggestions, market reports, performance reports, feedback on new
products and requests for facilities or instructions are all examples of upward
communication in the organizational context.
HORIZONTAL COMMUNICATION
Horizontal Communication happens when in an organization,
communication and flow of messages occur amongst teams, groups or
individuals who are at the same hierarchical level.
With the help of horizontal communication, an organization can
promote internal communication amongst the employees that occupy
similar functional positions.
Vertical/Lateral Communication
• Organisation chart shows vertical (black
arrows) and lateral (blue arrows)

Board of Directors

Finance Marketing Production

Finance Marketing Factory

Officers Assistants Operatives
Barriers in Business Communication
Communication Barriers
Several communication barriers in the workplace tend to manipulate the
message that passes from sender to receiver.
It leads to conflict among organizational members. Managers often cite
that failure of communication is one of the significant issues in the
organization. However, communication issues are often signs of long-
standing problems.
Barriers in communication can exist in the sender, in the transmission of
messages, in the receiver, or in the feedback.
Barriers in Business Communication

⚫ Semantic Barriers
⚫ Emotional & Psychological
Barriers
⚫ Physical Barriers
⚫ Organizational Barriers
⚫ Personal Barriers
⚫ Socio Psychological Barriers
⚫ Cultural Barriers
Semantic Barriers
⚫ The obstructions that come in the process of
encoding & decoding the message are called as
Semantic Barriers.
⚫ Types of Semantic Barriers are:
1. Different Languages
2. Words
3. Pictures
4. Actions
5. Poor Vocabulary
 Emotional & Psychological Barriers
⚫ These arises from motives, attitudes, judgments,
sentiments, emotions, & social values of participants.
⚫ Types Emotional & Psychological Barriers are:
1. Loss in transmission & retentions.
2. Distrust of communicator
3. Failure to communicate
4. Undue reliance on the written words
5. Inattention of the Receiver
Physical Barriers

⚫ Noise
⚫ Improper
⚫ Time
⚫ Distance
Organizational Barriers
⚫ Related to functioning of the
organization.
⚫ Types of Organizational Barriers are:
1. Organizational policy
2. Organizational rules & regulations
3. Status relationships in the Organization
4. Structure of the Organization
5. Lack of Organizational facilities
6. Wrong choice of channel
Personal Barriers
⚫ Its an basically interpersonal process, many personal factors
inherent
in the sender & receiver influence the flow of communication.
⚫ Types of Personal Barriers are:
1. Barriers of superiors:
⚫ Attitude of superiors
⚫ Fear of challenge to authority
⚫ Underestimation of their subordinates
⚫ Ignoring the juniors
⚫ Insistence on following the proper channel
2. Barriers regarding subordinates:
⚫ Unwilling to communicate
⚫ Lack of proper incentives

3. Poor Listening:
⚫ Egotism
⚫ Emotions
⚫ Selective perceptions

Cultural and Socio Psychological

Barriers:
⚫ Attitude & opinions
⚫ Closed minds
 Overcoming Communication
Barriers
Realize that communication is imperfect.
Adapt the message to the receiver.
Improve your language and listening skills.
Question your preconceptions.
Plan for feedback.

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 Overcoming Barriers
• Adopt audience-centered approach
• Foster open communication climate
• Commit to ethical communication
• Create lean, efficient messages

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 Audience-Centered Approach
• Understand biases
• Consider education
• Factor in age
• Recognize status
• Acknowledge style

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 Communication in conflict Resolution
⚫ Direct Opposition, A Clash Or Disagreement Between people.
⚫ Conflicts are experienced at home, work, social recreation and officiating
a contest.
⚫ As long as you have people dealing with people, making decisions
or meeting deadlines - you will have conflict.
⚫ Conflict can range from daily irritations to full grown battles. Whatever
the level of conflict, the earlier we take steps to resolve the situation,
the better the outcomes are likely to be.
⚫ We need to recognize that conflict is inevitable, and learn not to dread
it, or see it as a failure on our part or that of anyone else. Conflict can be
dealt with logically, calmly and effectively by using certain
skills and reacting in a controlled, deliberate manner.
KEY COMPONENTS IN RESOLVING CONFLICT

⚫ GREAT LISTENING
SKILLS
⚫ FLEXIBILITY
⚫ WILLINGNESS
TO CHANGE
⚫ AGREE TO
DISAGREE
 Conflict Resolution Strategies
⚫ AVOID Wait/See
⚫ FORCE Win/Lose
⚫ ACCOMMODATE Lose/Win
⚫ COMPROMISE Lose/Win
⚫ COLLABORATE Win/Win
 Communication in crisis
⚫ A crisis is an unexpected and detrimental situation or event.
Crisis communication can play a significant role by
transforming the unexpected into the anticipated and
responding accordingly.

⚫ Any situation that is threatening or could threaten to harm people

or property, seriously interrupt business, damage reputation
or negatively impact share value.
 Communication in crisis
⚫ Crisis communication is sometimes considered a sub-specialty of
the public relations profession that is designed to protect and
defend an individual, company, or organization facing a public
challenge to its reputation.

⚫ These challenges may come in the form of an investigation from a

government agency, a criminal allegation, a media inquiry, a
shareholders lawsuit, a violation of environmental regulations, or any of
a number of other scenarios involving the legal, ethical, or financial
standing of the entity.
Effective crisis communication strategies
⚫ Maintain connectivity
⚫ Be readily accessible to the news media
⚫ Show empathy for the people involved
⚫ Allow distributed access
⚫ Streamline communication processes
⚫ Maintain information security
⚫ Ensure uninterrupted audit trails
⚫ Deliver high volume communications
⚫ Support multi-channel communications
⚫ Remove dependencies on paper based processes
How to Communicate in a Crisis
⚫ How to Communicate in a Crisis:
⚫ What's The Plan?
⚫ How to Communicate in a Crisis:
⚫ What Are My Messages?
⚫ How to Communicate in a Crisis:
⚫ Who is My Audience?
⚫ How to Communicate in a Crisis:
⚫ Dealing with the Media
⚫ How to Communicate in a Crisis: Final Thoughts
 Communication & Negotiation
⚫ Negotiation is nothing but a discussion among individuals to
reach to an alternative which would satisfy all.
⚫ How is an effective discussion possible ? Only through
communication.
⚫ An effective communication is directly proportional to an
effective negotiation.
⚫ The better the communication is the better the negotiation would
be. Discussion does not mean fighting and shouting, instead it is
simply the exchange of one’s ideas, thoughts and opinions with
each other.
⚫ One needs to have excellent communication skills for a healthy
and an effective discussion.
⚫ Communication is an art and one should master it to excel in all
kinds of negotiation.
⚫ Effective communication is important
in salary negotiations as well.
⚫ An effective communication is of
prime importance in business deals also.
⚫ Non verbal communication also plays
an important role in an effective
negotiation.
⚫ Negotiation in Verbal way
⚫ Negotiation in Nonverbal
way
Communication in cross cultural settings
⚫ Cross-cultural communication (also frequently referred to
as intercultural communication, which is also used in a
different sense, though) is a field of study that looks at how
people from differing cultural backgrounds communicate,
in similar and different ways among themselves, and how
they endeavor to communicate across cultures.
⚫ The key to effective cross-cultural communication is
knowledge. First, it is essential that people understand the
potential problems of cross-cultural communication, and make
a conscious effort to overcome these problems. Second, it
is important to assume that one’s efforts will not always
be successful, and adjust one’s behavior appropriately.
 FACTORS AFFECTING CROSS-CULTURAL BUSINESS COMMUNICATION
⚫ The communication process in international business settings is
filtered through a range of variables, each of which can color
perceptions on the part of both parties.
⚫ These include:
1. Language,
2. Environment,
3. Technology,
4. Social organization,
5. Social history
6. Conceptions of authority,
7. Nonverbal communication behavior.
Global brands, in particular, having large, worldwide spread offices
and employees, face potential miscommunication situations more
often in both external and internal communication processes.
Organizations employing a diverse team will clearly have a mixture of
people with different mother tongues.
Even though people communicate with each other constantly, this
doesn’t necessarily mean that all of us have mastered the art of
communication. Especially in situations that involve cross-cultural
communication.
If we were to guess, we’d say that the most common obstacle against
effective cross-cultural communication is the language barrier. Even
now, when technology offers so much help with translation programs
and expressive emojis.
Additionally, there are a couple of other factors to keep in mind when
communicating.
assumption of similarities
nonverbal misinterpretations
preconceptions and stereotypes
tendency to evaluate
high anxiety
Some effective general tips to improve cross-cultural communication in
the workplace:
avoid slang
speak calmly and at an appropriate speed (not too slow and especially not
too fast)
use humor thoughtfully
THANK YOU