Communication

“Any act by which one person gives to or receives from another person information about
that person’s needs, desires, perceptions, knowledge, or affective states. Communication
may be intentional or unintentional, it may involve conventional or unconventional
signals, may take linguistic or non-linguistic forms, and may occur through spoken or
other modes.”

Or in simple words;

Communication is the exchange of ideas, opinions and information through written or

spoken words, symbols or actions.

Communication is a dialogue, not a monologue. In fact, communication is more

concerned with a dual listening process. For communication to be effective, the message
must mean the same thing to both the sender and the receiver.

Business Communication
Business Communication is any communication used to promote a product, service, or
organization – with the objective of making sale.

In business communication, message is conveyed through various channels of

communication including internet, print (publications), radio, television, outdoor, and
word of mouth.

In business, communication is considered core among business, interpersonal skills and

etiquette.

Historical Background

Thousands years ago, people use to communicate orally. Greeks use a phonetic alphabet
written from left to right. After that, many books appeared on written communication
principles. In a result of this, Greek started her very first library.

When communism was ruling China, communication had become the biggest challenge
within the vast government as well as between government and people. 1st in China and
then in Rome postal service was launched. After that paper and printing press was
invented in china that made communication easier.

Hence, today’s principles of communications are founded on a mixture of ancient oral

and written traditions.

Organization
The arrangements between individuals and groups in human society that structure
relationships and activities (Business, Political, Religious or social).

In other words,

A group of people identified by shared interests or purpose, for example, a “Bank”.

Lifeblood of an Organization

Communication is the lifeblood of an organization. If we could somehow remove

communication flows from an organization, we would not have an organization.

It is needed for:

• Exchanging information
• Exchanging options
• Making plans and proposals
• Reaching agreement
• Executing decisions
• Sending and fulfilling orders
• Conducting sales

When communication stops, organized activity ceases to exist. Individual uncoordinated

activity returns in an organization. So, Communication in an organization, is as vital as
blood for life.

Types of Business Communication

There are two types of business communication in an organization:

1. Internal Communication
2. External Communication

Internal Communication
Communication within an organization is called “Internal Communication”.

It includes all communication within an organization. It may be informal or a

formal function or department providing communication in various forms to
employees.

Effective internal communication is a vital mean of addressing organizational

concerns. Good communication may help to increase job satisfaction, safety,
productivity, and profits and decrease grievances and turnover.
Under Internal Business Communication types there come;

a) Upward Communication
b) Downward Communication
c) Horizontal/Literal communication

a) Upward Communication

Upward communication is the flow of information from subordinates to superiors,

or from employees to management. Without upward communication,
management works in a vacuum, not knowing if messages have been received
properly, or if other problems exist in the organization.

By definition, communication is a two-way affair. Yet for effective two-way

organizational communication to occur, it must begin from the bottom.

Upward Communication is a mean for staff to:

o Exchange information
o Offer ideas
o Express enthusiasm
o Achieve job satisfaction
o Provide feedback

b) Downward Communication

Information flowing from the top of the organizational management hierarchy and
telling people in the organization what is important (mission) and what is valued
(policies).

Downward communication generally provides enabling information – which

allows a subordinate to do something.

e.g.: Instructions on how to do a task.

Downward communication comes after upward communications have been
successfully established. This type of communication is needed in an organization
to:

o Transmit vital information

o Give instructions
o Encourage 2-way discussion
o Announce decisions
o Seek cooperation
o Provide motivation
o Boost morale
o Increase efficiency
o Obtain feedback

Both Downward & Upward Communications are collectively called “Vertical

Communication”

c) Horizontal/Literal communication

Horizontal communication normally involves coordinating information, and

allows people with the same or similar rank in an organization to cooperate or
collaborate. Communication among employees at the same level is crucial for the
accomplishment of work.Horizontal Communication is essential for:

o Solving problems
o Accomplishing tasks
o Improving teamwork
o Building goodwill
o Boosting efficiency
External Communication
Communication with people outside the company is called “external
communication”. Supervisors communicate with sources outside the organization,
such as vendors and customers.
It leads to better;

o Sales volume
o Public credibility
o Operational efficiency
o Company profits

It should improve

o Overall performancee
o Public goodwill
o Corporate image

Ultimately, it helps to achieve

o Organizational goals
o Customer satisfaction
Communicating effectively is a valuable asset for many activities in your personal life.
Talking about your career, your way of written and oral communication is the base of
your job type, promotion and professional reputation.

A Valuable Job Requirement

In careers requiring mental rather than labor, the only key to progress is through effective
communication of knowledge, ideas and proposals, to others who need or should receive
them.

If we read job opening advertisements in different newspapers, strong communication

skills would be a must in most jobs’ description. If we talk about different job titles,
communication requirements might be as follows:

Job Title Communication Skills

Must be able to communicate clearly to clients and other
Finance Associates
finance professionals
Fiscal Officer Superior writing and presentation skills
Develop and communicate product objectives and
Product Manager
strategies
Senior Sales Excellent communication and follow-up skills; ability to
Representative write proposals and quotations.
Contracts General knowledge of proposal preparation: Good
Administrator Oral/Written communication skills.
In careers like internal/external customer relations, public relations, marketing, HR, sales,
etc. Almost in all sort of fields, producers, editors, researchers and writers are always
needed.

Communication is a major responsibility is many areas, including government and

nonprofit organizations. In congressional and senatorial offices at state and national level,
communication skills are a major plus as there works a number of people handling
correspondence, preparing speeches, helping write Legislation, communicating with
business. As we know Government is country’s biggest business, so needs a large no. of
effective inter departmental communicators.
Even as an accounting professional, if you don’t know how to communicate your crafted
reports to the targeted people then those reports would be a flop.

A Must for Promotion

Ability to communicate effectively is a prime requisite for promotion. Some people rate
communication as one of the most important aspects of business leadership. Those who
cannot communicate effectively either orally or in writing remains “buried” in lower,
dead-end jobs. Top management’s 60 to 90 percent of working days consists of
communication – Speaking, writing and listening.

It is confirmed from many surveys and articles over the past decades that for promotion
and success in any business, effective communication is essential. Surveys conducted on
top level executives have proved from their responses that Business Communication,
Business letter and Report writing, and written & Oral expressions are the subjects most
valued in their career growth.

Source: Effective Business Communications

by: Herta A. Murphy.

Barriers in communication

Communication
Communication is the exchange of ideas, opinions and information through written or
spoken words, symbols or actions.
Communication is an important part of our world today. The ability to communicate
 affectively is considered a prized quality. But people in the world are not alike. These
differences, however, can cause problems in sending/receiving messages. Simply these
are the hurdles in the way of communication and anything which blocks the meaning of a
communication is a barrier to communication. Following are some common barriers to
communication:

1. Conventions of meaning
2. Differences in perception of reality
3. Values, attitudes and opinions

1. Conventions of meaning
There are a lot of meanings for
a single word. So, it may mislead the reader from the real meaning.
Miscommunication may occur due to the use of ‘Denotations’ and
‘Connotations’.

Denotations
Denotation is the dictionary definition of a word. It means name, object, people or
events without indicating positive or negative qualities. These words don’t have
clear meanings.
Such words are: Car, Desk, Book, House, etc.

Connotations
A word that separates the meanings of a word from its usual definition is called
connotation. These have clear meanings.
Such words are: BMW, BC book, mental house etc.
So, use of denotations instead of connotations may mislead the reader. Choose
connotations & denotations wisely.

2. Differences in perception of reality

Because of changing world, everyone has its own concept of reality. Each person’s
mental filter is unique. In our daily interactions with others, we make various
abstractions, inferences and evaluations of the world around that may cause problems in
the way of communication.

Abstraction
It means selecting some detail and omitting others. It may cause problem in
communication. One must always try to avoid Slanted statements. That’s why
news reporters are said to quote the statement of a person as it is to show it a fact
or true statement.

Inferences
It means conclusion on the basis of assumptions. But for some situations
inferences proves fruitful but for some situations it is risky & sometimes
dangerous.
 Evaluation
It is a person’s own perception or opinion towards a certain fact. So, difference in
perception may become a hurdle in communication.

3. Values, attitudes and opinions

Communication is also affected by the Values, attitudes and opinions of the
communicators. People react favorably when they receive agreeable message.
Occasionally people react according to their attitude towards a situation rather than to the
facts.

Closed Minds
Some people hold rigid views on certain subjects. They don’t consider facts and
maintain their views. Such person is very hard to communicate with.

Sender’s creditability
Usually people react more favorably to that communicator who has creditability.
So, Values, attitudes and opinions may also become hurdles in the way of
communication.