BUSINESS

COMMUNICATION
Introduction
• The relevance of communication in the day to day operations of a
business entity cannot be over-emphasised

• Every business (for profit or non-profit) comes into existence and

continues to function basically because of communication. Essentially,
the establishment, sustainability and growth of every entity is hinged
on effective communication.

• What then is communication?

-the process of exchanging information/ideas between two or more
people
- a systematic process of telling, listening, understanding and responding
- exchange of verbal and non-verbal messages/information
Introduction
• Why do we communicate?

• What do we mean when we say there was communication or

communication has occured?

• How do we know when we have effectively communicated?

• Can we transmit what we believe is a perfectly clear

message and yet not be understood by those for whom the
message is intended?
cont’d
• Technically speaking, in the act of communication, we
make opinions, feelings, information, etc known or unde
rstood by others through speech, writing or bodily move
ment.

• We therefore consider communication effective when it

achieves the desired response or reaction from the
one(s) to whom the message is intended.

• With this understanding, we all could consider ourselves

as communicators, and might be asking why the need
to study communication.
Being a competent communicator...
• Skilled communicators rely on an extensive and complex
body of knowledge, including linguistics (study of language),
semantics (study of meanings/word choice), rhetoric (art of
writing and speaking effectively), psychology, sociology,
graphic design and recently basic digital/computer skills.

• It is therefore important to learn how to speak effectively,

listen carefully and efficiently, think critically and be aware
of and sensitive to differences in others. Then only can you
regard yourself as an effective communicator.

• to be a competent communicator is a lifelong project which

requires lifelong learning but progress is inevitable if one is
committed to learning and applying the principles in
Principles of Communication

• Communication is a process

• Communication is interactional/transactional

• Communication can be intentional and unintentional

• Communication happens in a context

Elements of the Communication
Process
SENDER
MESSAG
E
MEDIUM
RECEIVER
FEEDBAC
K
Barriers to Communication
• In communication, there are times when intended messages
do not receive the desired outcome (feedback). This could
largely be attributed to certain barriers that impede the
smooth flow of information from sender to recipient.

• Barriers to communication are largely factors that disrupt

the communication process.

• Obstacles or factors that can impede the smooth and

effective exchange of information between people or
groups.

• These barriers can occur at various stages of the

communication process and can prevent the sender's
Some categories of communication barriers
• Language Barriers: Differences in language or dialect can lead to
misunderstandings. If the sender and receiver do not share a
common language or if there are language-related difficulties,
communication can break down.

• Semantic Barriers: These barriers involve differences in the

meaning of words or phrases. Words may have different meanings
in different contexts, and misinterpretation can occur if the sender
and receiver do not share the same understanding of specific terms.

• Cultural Barriers: Cultural differences in norms, values, customs,

and communication styles can create barriers. What is considered
appropriate or polite communication in one culture may be seen as
rude or offensive in another, leading to misunderstandings.
cont’d
• Physical Barriers: Physical obstacles such as distance, noise,
poor lighting, or physical disabilities can impede communication.
For example, loud background noise can make it difficult to hear
and understand someone.

• Perceptual Barriers: Individuals may have different

perceptions of reality and may selectively perceive information
based on their beliefs, biases, and experiences. This can lead to
misinterpretation of messages.

• Emotional Barriers: Emotional barriers, such as mistrust,

defensiveness, or a lack of empathy, can inhibit open and honest
communication. People may be reluctant to share their thoughts
and feelings if they fear judgment or negative consequences.

• Information Overload: When there is an excessive amount of

cont’d
• Lack of Feedback: Without feedback, it's challenging to ensure that the
message was accurately received and understood. Lack of feedback can lead
to assumptions about what the other person meant, which can be
problematic.
• Channel Barriers: The choice of communication channel can affect the
effectiveness of communication. Using an inappropriate channel or technology
can lead to misunderstandings or misinterpretations.

• Organizational Barriers: Organizational structures, hierarchies, and policies

can hinder effective communication. Bureaucratic red tape, lack of
transparency, and a rigid chain of command can impede the flow of
information within an organization.

• Gender and Generational Differences: Differences in communication

styles between genders and generations can create barriers. For example,
older and younger generations may have different preferences for
communication tools and styles.
• Selective Listening: People often engage in selective
listening, where they only pay attention to parts of the
message that confirm their existing beliefs or interests
while ignoring or dismissing contradictory information.

• To ensure effective communication, barriers must be eliminated. It is

therefore crucial to examine your enviroment, understand your audience
even before you attempting to craft messages for them. Among other
factors, communication can only be effective when your message aligns
with the needs, interest, orientation and the perception of your audience.
Making communication effective & the 7Cs
• Have a purpose
• Compose message with care
• Study the receiver
• Select appropriate medium
• Provide feedback
• Act promptly on receiving feedback

CLEAR CONCISE CONCRETE CORRECT

COHERENT COMPLETE COURTEOUS

Business Communication
defined
• The process of exchanging ideas (information;messages) between
constituents of a business entity and other external audiences for
the attainment of organisational goals.

• This definition suggests that messages must be accurately

transmitted;
• both sender and receiver have the mental ability and orientation to
make meaning of the encoded message;
• feedback is crucial
• messages are goal-oriented

• Two major types of Business Communication- Internal and

External
Internal Business
Communication
• The flow, transmission and exchange of information among
constituents of a business unit or organisation.

• The exhange of information or ideas within the business

environment. These exchanges occur among employees and
managers.

• It is a vital component of effective teamwork, collaboration,

and overall organisational success.

• Typically, information flows downward, upward, lateral and

diagonally
Downward Communication
• Downward Communication- flow .
of information from higher levels
of an organisation's hierarchy to
lower levels. MANAGERS, SUPERVISORS,
LEADERS

• It involves the transmission of

information from managers, DOWN
supervisors, or leaders to WARD
employees or subordinates.

• One of the primary channels for

sharing organisational goals, EMPLOYEES, SUBORDINATES
strategies, policies, and
performance feedback with
employees.
Upward Communication
• The flow of information from
employees at lower levels of an . MANAGERS,
organisation to those at higher levels, SUPERVISORS, LEADERS
such as from subordinates to
managers or employees to
executives.
UP
WAR
• It plays a vital role in promoting D
transparency, employee engagement,
and problem-solving within an
organisation. EMPLOYEES,
SUBORDINATES
• Provides an avenue for employees to
express their ideas, concerns, and
aspirations, fostering a culture of
open dialogue and collaboration.
Lateral Communication
• The exchange of
information and ideas
among colleagues or
departments at the same
level within an
organization.

• It promotes
collaboration, knowledge
sharing, and problem-
solving within the
organization.
 Diagonal Communication
• The exchange of information, ideas,
and feedback between individuals
or departments at different levels
and across different functional
areas within an organization.

• It involves communication that cuts

across the traditional hierarchical
structure of the organization,
connecting individuals who may not
have direct reporting relationships.
 Formal and Informal Channels
(internal)
• Formal channels of internal • Informal channels of
communication are official and internal communication are
structured pathways established unofficial and spontaneous
within an organization to pathways through which
facilitate the flow of information.
These channels follow
information flows within an
predefined rules, protocols, and organization. They are not
hierarchies. prescribed by the
organization's formal
structure or rules.
• Memos, letters, official
meetings, reports, notices,
minutes, e-mails, e- • Informal meetings
conferencing/meeting, intranet (conversations), instant
portals... etc
messaging and chat
 External (Business)
Communication
• External business communication refers to the exchange of
information, messages, and ideas between an organization
(members of an organization) and external entities or audiences.

• Existing, potential and target customers, suppliers, partners,

shareholders, other businesses, government and regulatory bodies,
media, industry associations and the general public, among others.

• It's important for businesses to identify their key external

stakeholders and tailor their communication strategies and
messages to effectively engage and build relationships with each
party.
 Formal & Informal Channels (external)
• Formal channels of external • Informal channels of external
communication are official and communication are unofficial and
structured pathways established spontaneous pathways through
by an organization to interact with which information is exchanged
external parties. between an organization and
external parties.
• These channels follow predefined
rules, protocols, and formats. • These channels are characterized
• Formal communication is typically by more relaxed and casual
documented, planned, and interactions.
adheres to professional standards.

• Informal communication often

• letters, business proposals, occurs through social media
Reports, Press releases, emails, platforms, networking events,
newsletters, meetings, MoUs, personal interactions, social
policy documents, official events, and online forums,
Thanks for your
attention
Questions?