Business Communication

- Ms. Namita Solanki

 Concept

 Communication is the sum of all things one person does

when he wants to create understanding in the mind of
another, it involves a systematic and continuous process of
telling, listening and understanding.
 Keith Davis defines communication as ,” The transfer of
information and understanding from one person to another
person. It is a way of reaching others with facts, ideas,
thoughts, and values. It is a bridge of meanings among
people so that they can share what they feel and know. By
using this bridge , a person can cross safely the river of
misunderstanding that sometimes separates people”.
 Features

 It is the ability of mankind to communicate across barriers and beyond

boundaries that has ushered the progress of mankind.
 It is the ability of fostering speedy and effective communication around
the world that has shrunk the world and made ‘globalization’ a reality.
 Communication incorporates, besides commonality, the concepts of
transfer, meaning and information.
 Communication involves something more than mere transmission of
the message or transmission and physical receipt thereof. The correct
interpretation of the message is important from the point of view of
organizational efficiency
 Importance
 For instruction: The instructive function unvarying and importantly deals with the
commanding nature. It is more or less of directive nature. Under this, the
communicator transmits with necessary directives and guidance to the next
level, so as to enable them to accomplish his particular tasks. In this,
instructions basically flow from top to the lower level.
 For integration: It is consolidated function under which integration of activities is
endeavoured. The integration function of communication mainly involves to
bring about inter-relationship among the various functions of the business
organization. It helps in the unification of different management functions.
 For information: The purposes or function of communication in an organization
is to inform the individual or group about the particular task or company policies
and proceduresetc. Top management informs policies to the lower level through
the middle level. In turn,the lower level informs the top level the reaction
through the middle level. Information canflow vertically, horizontally and
diagonally across the organization. Becoming informed orinform others is the
main purpose of communication.
 For evaluation: Examination of activities to form an idea or judgement of the
worth of task is achieved through communication. Communication is a tool to
appraise the individual or team, their contribution to the organization.
Evaluating one’s own inputs or other’s outputs or some ideological scheme
demands an adequate and effective communication process.
 For direction: Communication is necessary to issue directions by the top
management or manager to the lower level. Employee can perform better
when he is directed by his senior. Directing others may be communicated
either orally or in writing. An order may be common order, request order or
implied order.
 For teaching: The importance of personal safety on the job has been greatly
recognized. A complete communication process is required to teach and
educate workers about personal safety on the jobs. This communication
helps the workers to avert accidents, risk etc. and avoid cost, procedures etc.
 For influencing: A complete communication process is necessary in
influencing others or being influenced. The individual having potential to
influence others can easily persuade others. It implies the provision of feedback
which tells the effect of communication.
 For image building: A business enterprise cannot isolate from the rest of the
society. There is interrelationship and interdependence between the society and
an enterprise operating in the society. Goodwill and confidence are necessarily
created among the public. It can be done by the communication with the
different media, which has to project the image of the firm in the society.
Through an effective external communication system, an enterprise has to
inform the society about its goals, activities, progress and social responsibility.
 For employees orientation: When a new employee enter into the
organization at that time he or she will be unknown to the organization
programs, policies, culture etc. Communication helps to make people
acquainted with the co-employees, superior and with the policies, objectives,
rules and regulations of the organization.
 Model of Communication
 Information source( ideation)- The communication process begins with the
information source. The sender has some raw information. His intention
changes that information into a message to be communicated. The source of
message therefore is the information source.
 Encoding- Having thought over the message the sender puts it into
words(verbal symbols or any other symbolic form of expression). This is called
encoding.
 Channel- An appropriate medium- oral, written, electronic in code – chosen to
send the message is known as channel.
 Decoding- The receiver gets the message through decoding- by receiving ,
understanding and interpreting the message.
 Acting- The communication process ends with the receiver the interpreted
message into action as intended by the sender.
 Elements of Communication

 Message- It is information, written or spoken which is to be sent from one

person to another.
 Sender- The person who transmits ,spreads or communicates a message. He
decides the communication symbols, the channel and time for sending the
message .
 Encoding- It means putting ideas, facts,feelings into symbols, which can be
words, actions, signs.The communication symbols are selected by the sender.
 Channel- This the medium which facilitates the sender to convey the message
to the receiver.
 Receiver- A receiver is the targeted audience of the message. The receiver
gets the message, understands, interprets and tries to perceive the meaning of
the message.
 Decoding- This is the act of translating symbols of communication into their
ordinary meanings.
 Acting- A receiver’s action shows that he has understood the message.
 Feedback- Communicator gets to know through feedback if there are any
corrections or changes to be made in proposed action. It also ensures that the
receiver has received the message and understood as intended by the sender.
 Barriers to Communication

 Physical or Environmental barriers-

a) Physical barriers can be caused by environmental factors like noise, time and
distance. The noise created by external factors like traffic, playing of loud music,
trains and aeroplanes, or by crowds of people, affects our communication.
b) Time becomes a physical barrier when people have to communicate across
different time zones in different countries.
c) The physical distance between people who need to communicate can also
cause problems because it does not allow oral or face-to-face communication.
d) Physiological defects and limitations like stammering, hearing defects, mumbling
while speaking, are examples of physical barriers.
 Language or Semantic Barriers-
a) Words are of two kinds: extensional and intentional words. Extensional words
are clear in their meaning and therefore do not create barriers such as words like
boy, chair, garden etc. Intentional words are words that describe and they can be
understood differently by different people, according to the meaning that a person
gives to the word. Thus good, bad, beautiful are intentional words, and a simple
sentence like she is a good girl can create confusion because the meaning of the
word ―good‖ is unclear.
b) Sometimes, the same word is used in different contexts, giving rise totally
different meanings. A word like hard, for example can be used in different ways:
hard chair, hard-hearted, hard drink, having a hard time all these use the same
word but the meanings are different
c) Barriers can be created when we come across words, which have the same
sound when pronounced, but which mean very different things. Examples: words
like fair and fare; bear and bare; council and counsel.
d) Unfamiliar language becomes a barrier when people do not know each other‘s
language. This barrier can be overcome by using a common medium of
communication, as in a classroom. Translation is also an important way of
overcoming this barrier.
e) Jargon or Unfamiliar Terminology: There are some special terms or technical
words used by people belonging to a certain group or field of work such as doctors,
lawyers, computer software engineers or college students. They use words which
are their own, specialised argon which cannot be understood by anyone outside
their group.
 Psychological Barriers-
a)Emotions: Emotions are among the most common psychological barriers to
communication. The emotion may be connected to the communication received or
it may be present in the sender‘s or receiver‘s mind, even before the
communication takes place. In both cases, it acts as a barrier. Emotions can be
positive, like happiness and joy, or negative, like fear, anger, mistrust etc. Both
positive and negative emotions act as barriers, if they are not kept in check.
b) Prejudice: A prejudice is an opinion held by a person for which there is no
rational basis or valid reason. It can be against something or someone, or in favour
of it, but it becomes a barrier to a meaningful communication. Prejudices are based
on ignorance and lack of information, e.g., prejudices about certain communities or
groups of people.
c) Halo effect: Sometimes our reactions to people are not balanced or objective;
they are of an extreme nature. Either we like a person so much that we can find no
shortcomings in her/him, or we dislike someone so much that we can see nothing
good in her/him. In both cases, we commit errors of judgment and fail to
understand the person.
d) Self-image or selective perception: Every person has in her/his mind a certain
image of herself/himself. S/he thinks of herself/himself in a certain way. This is their
perception of themselves, their self-image. One‘s self- image is the product of
one‘s heredity, one‘s environment and one‘s experiences, and thus every person‘s
self- image is unique and different from the others. Self-image can create a barrier
because we accept communication which is compatible with our self-image. We
avoid or reject communication, which goes against our perception of ourselves.
e) Closed Mind: A closed mind is one which refuses to accept an idea or opinion on
a subject, because it is different from his idea. Such persons form their opinion on
a subject, and then refuse to listen to anyone who has something different to say
about it. A closed mind may be the result of some past experience or just habit. It is
very difficult to remove this psychological barrier.
f) Status: Status refers to rank or position. It could be economic, social or
professional status. In any organisation, hierarchy creates differences in rank, and
this is a normal situation. Thus, status by itself does not cause barriers; but when a
person becomes too conscious of his status, whether high or low, then status
becomes a barrier. For instance, in a business organisation, a senior executive
who is unduly conscious of his seniority will not communicate properly with his
juniors, and will refrain from giving them the required information. Similarly, if a
junior is acutely conscious of his junior status, he will avoid communicating with his
seniors, even when it is necessary
g) Inattentiveness and Impatience: Sometimes the receiver may not pay attention
to the sender‘s message, or he may be too impatient to hear the message fully and
properly. Such barriers are common in oral communication.
 Cross – Cultural Barriers-
Cultural diversity within a country, and cultural differences between people from
different countries, are a major cause of barriers. This is because people are
conditioned by their cultures, and they develop certain habits of working,
communicating, eating, dressing etc. according to their cultural conditioning. They
find it difficult to get through to people who come from an alien culture, and who
have different habits. A simple thing like a greeting to welcome a person is vastly
different in India from a greeting in, for example, an Arab country, or in Japan. Food
and dress habits of a different culture can make a person uncomfortable. Concepts
of space and time are also different across cultures; for example, Indians do not
mind sitting close to each other and sharing space in offices or in public places.
However, a European would not be able to tolerate such intrusive behaviour.
Similarly, people who come from a culture where time is very valuable will be
impatient with those who come from a culture with an easygoing attitude towards
time, where everything is done in a slow, unhurried way.
 Overcoming barriers

 Physical barriers are comparatively easier to overcome.

The use of loudspeakers and microphones can remove the
barriers of noise and distance in crowded places like
railway stations. Traffic signals and non-verbal gestures of
the traffic policeman remove physical barriers on the roads.
Technological advancement has helped in reducing the
communication gap arising due to time and distance. It is
possible to make an alternative arrangement, should the
technological instruments fail.
 Language or Semantic Barriers can be overcome if the
sender and the receiver choose a language which both of
them understand very well. Help from a translator or an
interpreter also helps in overcoming the language barrier.
Exposure to the target language and training oneself in the
acquisition of skills of the given language too help in
overcoming the language barrier. Language barriers can be
avoided by careful study and accurate use of language.
Clarity should be the main objective when using language.
Jargon should be avoided.
 Psychological barriers, as also cross-cultural barriers are
difficult to overcome, as they are difficult to identify and
even more difficult to address. Even these can be avoided
or reduced by adopting a flexible and open-minded attitude.
The ultimate aim is to build bridges of understanding
between people – that is the main aim of communication.
Training oneself to listen to different views , exposing
oneself to different environments help in broadening one‘s
outlook and cultivating tolerance to multiple views. Teaching
oneself to listen with empathy helps in making oneself more
open to others‘ perceptions.
 While dealing with psychological or cross-cultural barriers
the sender should make it a point to–
(i) use language that is politically neutral and correct.
(ii) present views in simple and objective manner
(iii) focus on the objective of communication