BUSINESS COMMUNICATION

Module-1

CHPT.1
FUNDAMENTALS OF COMMUNICATION

Derived from Latin word Communicare

meaning to make common.
Communication is an important aspect of
behaviour, human communication is
affected by all factors that influence
human behaviour.

Role of Communication in Business

It is a tool with which we exercise influence

on others, bring about changes in attitudes
and maintain relations with people around
us.

Team members in an organization must be

able to work together to identify problems,
analyze alternatives and recommend
solutions.

Globalization is also one factors which needs

to be given attention and also to match up
with growing and emerging competition.

Characteristics
Communication is Unintentional as well as intentional
A Dynamic Process
Systemic
Both Interaction and transaction

Business Communication

Used to send & receive message, manage an organization,

conduct formal affairs of a voluntary organization, negotiate
on certain issues etc.

Definition(1)Communicationis a process of passing information

and understanding from one person to another.
-Keith Davis

(2)Communication is any behaviour that results in

exchange of meaning.
-The American Mgmt Association

Elements of Business
Communication.
The Following factors make up the
communication process:
Source/ Sender
Audience/Receiver
Goal/Purpose
Context/Environment
Message/Content
Medium/ Channel
Feedback

Communication Process
Senders functions make up half the process:
Being clear about the purpose of
communication.
Finding out about the needs and understanding
of the target audience.
Encoding the info. and ideas with symbols to
create the message to suit the audience
Selecting the medium to send message
Making efforts to get the feedback.

Models of Business Communication

One- way communication Process

Two- way communication Process

Message
Conceived

Feedback

Message
Interpreted

Encoding

Comm
Medium
Selected

Decoding

Chapter 2
Types of Communication

One way and Two way

Egs of One way communication: Radio ,
television broadcasts, newspaper,
advertisements etc.
Egs of Two way communication :
Face to Face , Telephonic etc

Intermediate modes of communication

Types of Communication

Formal and informal

Formal register following conventions:

1.

Conservative language

2.

No contractions

1.

Restrained style

Need of Formal Communication in

Organisations

It is official, establishes
responsibility.
It is written, precise,less likely to be
misunderstood.
Can be preserved and traced at any
time.
Saves time and effort
Avoids embarrassment of face to
face contact in case of sensitive
topic

Disadvantages of Formal Comm

Too rigid
May Obscure the meaning.
Takes time, effort and money to
produce.
Is authoritarian ( Top to Bottom)
Impersonal and fails to motivate
employees.

Advantages of Informal Comm

Less official
Encourages flow of new ideas
Usually oral ie allows two way
communication.
Promotes a more open climate.

Disadvantages of Informal
Communication

Too flexible , difficult to apply

systematically.
Can lead to spread of inaccurate
information or disclosure of
confidential information.
Colored by emotions , may distort
the meaning.
Difficult to trace.

Verbal and Non verbal communication

1.

2.

Examples of Non Verbal:

Codes like colours, maps, graphs,
music.
Speakers personality and voice
(Body language)

Written and oral communication

Written is more formal

Oral is natural and immediate.
Does not require both the parties to
be present and attentive at the
same time.
Both the parties require to be
attentive .

Intrapersonal and Interpersonal

communication

Intrapersonal comm is what goes on

within a mind in a subconscious
level.

Interpersonal comm is between two

or more persons.

Intrapersonal comm of both persons

affect their Interpersonal comm

Internal and external

communication

Messages that move within the

organisation among its members
are internal communication.

Messages that go out of the

organisation and are received form
outside are called external
communication.

Vertical and Horizontal Communication

Communication which moves along

the lines of authority and heirarchy
is vertical. Between persons in
authority to subordinates.

Horizontal comm moves between

persons of equal status in the
organisation.

Group Communication

1.
2.

Meetings or Group discussions

Requires the following :
Tactful leader.
Open personalities.

Mass Communication

It is public communication.
Includes messages disseminated by
radio, television, the press and
cinema.
Within an organisation, the notice
boards, bulletins , house journals,
public address system and circulars
are vehicles for mass
communication

Chapter 3
Media of Communication

Choice of medium :
Aspects to be considered are :

The type of audience you want to reach.

Speed with which the message should be
conveyed.
Need for confidentiality
egs: Warning memo, report on customers
credit standing, demand for overdue
payment

Choice of medium :
Aspects to be considered are :

Accuracy in transmission.
Reliability of the medium (Eg Hand
Delivery or registered post are more
reliable than ordinary mail).
Cost of the medium. Selection
depends on the urgency and
importance.
Availability of the medium with the
receiver.

Choice of medium :
Aspects to be considered are :

Feedback capacity (Immediate

feedback).
Hardcopy for reference purposes.
Intensity and complexity of the
message.

Conventional Media

Media which have been used for a long

time and depend on traditional carriers
are conventional.

Examples are
Mail postal service includes ordinary
mail, registered mail, Quick Mail Service
(QMS), Speed Post etc.
Courier private door to door services
with high costs.

Conventional Media

Hand Delivery Used where proof

of delivery is necessary for a record.
Telegraph Govt owned network.
Telex Teleprinter exchange
Teleprinter where messages typed
by the sender on their machines are
automatically typed on the
receivers machine

Electronic Communication

Telephone
Intercom
STD (Subscriber Trunk Dialing)
ISD (International Subscriber Dialing)
Wireless phone
Cellular phone
Voice mail ( Service on the telephone line)
Fax Facsimile
Email
Teleconferencing ( Audio , audio graphics
teleconferencing , video teleconferencing )

Media of mass communication

Messages reach a large group of people

all over the world

Egs:
Notice boards,Hoardings, newspapers
and magazines, Radio,
Film,Television,Internet

Barriers to effective communication

External or physical barriers

1)Defects in medium
2)Noise in Environment
3)Information overload

Barriers to effective communication

Semantic and language barriers

Related to individual understanding of
words. Words having multiple meanings.
Meaning may change according to
occupation.
eg: 1)charge may mean an electrical
charge to an engineering student but fee
to a commerce student.
2) Wind, minute, excess, axis, access

Socio Psychological barriers

Depends on various factors like likes

and dislikes, family background,
social environment, education, own
intelligence, inherited qualities,
personal experiences, desires,
hopes, fears etc.

Socio Psychological barriers

Concept of understanding

A)

Noticing at the physical level.

Understanding at the level of
intelligence.
Acceptance at the emotional level.

B)

C)

Socio Psychological barriers

Self centered attitudes

Group identification (Mass Bunking)
Self image (image of one self
created by different people around
from childhood)
Selective perception (Projecting our
needs , interest and expectations as
we interprest the message)

Socio Psychological barriers

Filtering (Reducing the details or aspects

of the message according to our
understanding and interest)

Status Block (Boss, Parents etc)

Resistance to change (avoiding ideas

which are against traditions, culture,own
emotions, likes dislikes etc)

Socio Psychological barriers

Closed mind (Limited intelligence level , limited

reading and narrow interests, limited understanding
of human nature)

Poor communication skills (Lack of writing skills,

nervousness in facing audience effects speaking)

State of health (Pain, fever, lack of energy etc)

Organisational barriers

Delays.
Filtering and editing.
Over dependence on written
communication.
Internal rivalries
Poor communication culture

Inter cultural communication barriers

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

National character
Appearance
Language
Non verbal behavior
Values
Paralanguage( way we use our voice and tone
while speaking)
Social relationships
Concept of time and space
Thought process
Perception

Methods to improve communciation

Speaking skills

Speaking skills can be developed

a)

by training and practice.

Using short simple words and speaking style
Body language and tone
Voice modulation
Moderate speed
Clarity (Pauses, pronunciation etc)

b)
c)
d)
e)
f)

Reading skills

Skimming (going through the data rapidly

and finding out what is inportant)
Eyes movement along the printed lines
Short pauses
Silent reading
Understanding each word

Listening skills
Steps in listening
1)Hearing
2)Interpretation
3)Evaluation
4)Response

Listening skills

a)
b)
c)
d)
e)

Guidelines for effective listening

No distractions in your mind
Interest in the topic
Open mind
Accepting new ideas
Patience

Layout of a business letter

Write a letter to Neelkamal furniture

about purchasing wrought iron
furniture for your office. Giving
details about the furniture. And
requesting for a price quotation
from them.

Sundaram Textiles Ltd

30 B, Laxmi Industrial Estate, Andheri Link Road, Mumbai
Telephone: 02228798905. Website : www.sundaramtextiles.com

2 October 2010
Sales Manager
Neelkamal Furniture Ltd,
Umang Building,
Malad, Mind space,
Mumbai 400062
Subject : Requesting furniture details and quotation
Dear Sir,
.
.
..
..
Thanking you,