BUSINESS COMMUNICATION

Meaning of communication:-Communication is the nervous

system of an organization. Its keeps the members of an
organization informed about the internal and external
happenings relevant to the task and of entrust to the
organization.
The word communication has been derived from the
Latin word communicare’ which meaning is To Share. It
may therefore be define as sharing information
Definition of communication:-According to Newman and
summer, Communication is the process of sharing
opinions, facts, figures, ideas between two or more
persons.
Importance of communication:-
1. Smooth working of Business Form:-Communication is the necessary
for the successful, smooth and unexpected working of an enterprise. All
organization interaction depends upon communication.
2. Basis of Managerial Function:- Communication plays an important role
in Starting the various function of management. No function can not be
possible without communication.
It is important in performing various function of management is as
follows :-
(a) Planning (b) Organizing (c) Directing (d) Stuffing (e) Controlling.
3. Sound Industrial Relation:- Communication creates a meeting of minds
and Meeting of hearts. It can bring people to each other.
4. Corporate Image:- Communication is indispensable for any
organization to develop and maintain reputation to goodwill in society.
5. Maximum production at minimum Cost:- Every organization aims to get
a maximum output at minimum cost and for this purpose it requires an
effective internal and external communication system.
6. Job Satisfaction & Moral:- Moral is the human element that motivates
a man to work in a right spirit.
Process of communication:-
1. Sender:-The person who sends his idea,opinion,massage and select
the channel and decide about the receiver is called sender.
2. Massage:-The person who sends the massage .It is the main theme
expressed by person.
3. Encoding:-When the sender transfer any massage is to be
encoded with suitable word, chart or other symbol for transmission.
4. Channel:-It is the medium by which the massage is transfer from
the sender to the receiver The channel may be the phone, fax, internet.
5. Barrier:-It create the problem in communication
6. Receiver:-The receiver is that person who receives the massage.
7. Decoding:-Even if the massage is received it is not possible
understand in same sense then, receivers decode the massage
and read it.
8. Feedback:-It is necessary for sender that receiver the massage
and replied him.
Principles of communication:-
1. Principal of celerity:-The message to be conveyed should be
clearly and carefully worded so that it dispels all doubts to
the mind of receiver.
2. Principal of adequacy:-Communication should focus upon
reinforcing people to take action as agreed upon .
3. Principal of consistency:-According to this principle
communication should always be consisted with the policies,
program of the organization .
4. Principal of timeliness:- The message should not reach behind
the time .
5. Principal of feedback:-Feedback serves an important purpose in
the communication systems it’s complete the circle of
communication .
6. Principal of communication network:-Communication network
implies that track through which the communication travels
destination that is the person for whom it is send .
7. Principal of attention:-The message can be made effective
Function of communication:-
1. Transmission of information:- The main purpose of communication
is to transmit information from a source to target individuals or groups.
Various types of information are transmitted in the organization.
Policies, rules, change and development in the organization.
2. Control:-The management information system is well known as a
control mechanism. Information is transmitted to ensure that plans are
being carried out according to the original design.
3. Feedback:-there is need to give feedback to the employees on their
achievement to the department on their performance and to the higher
management fulfilled of goals and difficulties encountered in the
communication of feedback helps in taking corrective measures and
making necessary adjustment and it motivates people in developing
challenging and realistic plans.
4. Decision making:-For arriving at a decision several kinds of
communication needed, exchange of information, views and
available alternatives etc.
5. Problem solving:-
lassification of communication:-
1. On the basis of direction :-
1. Downward communication:-The communication by top hierarchy
to their ordinate is called downward communication. The superior
take decision in the enterprises and give order and direction to
implement them.
dvantage of downward:-
. Subordinate gets useful kindly information which helps them in their
work performance.
. It help employee understands their liabilities.
bjective of downward:-
1. To give specific infraction in direction about the job.
2. To trend employed.
3. Provide technical education to the employee.
mitation of downward:-
1. It is very time consuming.
2.To much or less information.
3. Keep it simple.
Make it effective:-
1. Plan your communication.
2. Used right channel.
3. Decentralized
2. Upward communication:-Upward communication refers to the
information from lower level to the higher level. It is the
quit reverse to the downward communication. The subject
matter of this communication includes suggestion, reaction,
complaints reports etc.
Important of upward:-
1. The short of information help the superior to taking decision.
2.Get alert before coming the denser.
3. Feedback
4. coordination
5.change
Limitation of upward:-
1. Status
2. In proper channel
3.Agitation
4.In attention
Make it effective:-
1. Social gathering
2. Counseling
3. Suggestion
3. Horizontal communication:- Horizontal communication takes pla
when two individual of the same legal exchange information. The
Subject matters in to information, suggestion
it is essential for smooth working an any organization.
Advantage of horizontal:-
1. To create usual understanding for solving problem.
2. It is generally effective there is no status barrier.
limitation of horizontal:-
1. Different in approach
2. Productivity
3. Efficiency of the organization is adversity.
4. Diagonal or crosswise:-Diagonal communication take place
when two individual of different level exchange information such
as communication between a worker of a department and manager
of other department.
Advantage of diagonal:-
1. Boasting moral communication
2. Speed action
3. Coordination
 Classification of communication

Types of communication

On the basis of direction On the basis of expression On the basis of orgnisation

Downward
verbal Formal

Upward
Non
verbal Informal
Horizontal

Diagonal
 On the basis of expression
There are two types of communication. These
are as follows-
(1) Verbal

(2) Non-verbal
 Verbal communication
Verbal communication also divided into two
parts-
(1) Oral

(2) Written
 Oral communication
It occurs through words the spoken words. In
oral communication , the two parties to
communication , the sender and the receiver ,
exchange their views through speech ,either in
face to face communication between
individual and individual ,or between an
individual and the group, or any mechanicals
or electrical device.
 Advantages of oral communication
1.Immediate feedback-the biggest advantage of oral
communication is that it provides immediate
feedback to both the sender and the receiver.
2.Time saving- oral communication is very fast. It saves
the time involved in writing the message.
3.Economical – oral communication save the money
spent on stationery in any organization.
4.Personal touch-oral communication build upon
healthy climate in the organization by bringing
superiors and subordinates.
5.flexibility- oral communication provides an
opportunity to the speaker to correct himself
and make himself clear by changing his voice,
pitch, tone,etc.
6.Secrecy – oral message can be more easily
kept confidential than written messages.
7.Group communication- oral communication is
extremely useful for communicating with
groups in meetings, conferences,etc.
 Limitations of oral communication
1.Poor retention-the listner cannot retain oral
message in his memory for a long period of
time . The speaker himself may not recall what
he actually said.
2.No record- oral communication provides no
record for future reference.
3.Time consuming-oral communication may not
always time saving.
4.Misunderstanding – oral communication are
likely to be misunderstood due to poor vocal
expression and noise.
5.Lengthy messages- it is not suitable for lengthy
messages.
6.Lack of responsibility-oral message are not
recorded .therefore, it becomes difficult to
hold persons responsible for
mistakes,inaccuracy.
 Make oral communication effective
1.Clarity
2.Brevity
3.Right words
4.Understand the listner
5.Natural voice
6.Logical sequence
 Written communication
Written communication is often resorted to by
the management for messages that are lengthy
and have to be made permanent. written
communication involves transmission of
information through letters, notices, circulars,
memos,reports, etc.
 Advantages of written
communication
1.Wide acces- written communication is the
most economical and probably the only means
of communication when the sender and
receiver of the message are separated by long
distances.
2.Precision and accuracy- written messages are
prepared with due thought and care.
3.Repetition – written messages can be read
again and again.
4.Permanent record-written communication provides
permanent record for future reference. Such written
message records of policy decisions and performance
in the past serve as a good guide for decision making
and planning in future.
5.Lengthy message-written communication is very
suitable for transmitting lengthy messages.
6.Convenience –the personal presence of neither the
sender nor the receiver of message at a certain place
at the same time is necessary.
 Limitations of written
communication
1.Time consuming- in addition to the time
involved in sending written messages, time has
to be spent in putting the message in writing.
2.Costly –written communication is very costly
than oral communication.
3.Lack of secrecy- it is difficult to keep written
messages completely secret.
4.Rigidity – written communication lacks
flexibility. On the spot clarifications and
adjustments cannot be made.
5.Impersonal –written communication tend to be
formal and there is lack of personal touch.
6.Delayed feedback-immediate feedback is not
possible in case of written communication.
 Non –verbal communication
Human beings communicates in many ways
other than words. Words often fail to convey
the exact meaning. Therefore, pictures
,drawings, sounds , are often used to convey
messages. all these means used in
communication are known as non-verbal
communication.
Types of non-verbal communication
There are four types of non-verbal
communication .
1. Sign language
2. Body language
3. Para language
4. Space, surrounding and time
 Sign language
Sign language involves-
1.Audio
2.Visuals signals
 Audio signals
Drum beating is to make important
announcements and to tell people to assemble
at a specified place. Several types of alarm
signals are used to caution people. Fire alarm,
accident alarm, VIP motorcade alarm etc. A
clock alarm is used to make us aware of our
time.
 Advantages of audio signals
1.Very fast- sound signals convey the message
very quickly.
2.Managing time- sound signals are very useful
for managing time.
3.Helps in smooth working-the working of an
organization can be streamlined with the help
of buzzers and such other sounds signals.
 Visual signs
Visual signals such as pictures, posters,
drawings, cartoons, photographs, etc are used
to convey messages for general information
and education. Traffic lights and lights at
railway stations and airports convey relevant
information to people.
 Advantages of visual signal
1.Easy-visuals signals like pictures and posters convey
the message very easily and economically.
2.Intresting and motivating-colourful photograph and
paintings make communication interesting and
motivating.
3.Educating people-posters and painting are useful for
informing and educating people.
4.Advertising –posters are an effective means of
advertising.
 Body language
Human body and its various parts play an
important role in communication.
the study of message conveyed by body
movements is known as body language or
kinesics.
 Role of different parts of body
(1) Head –there is an old saying ‘hold your head high’.
It is a sign of honour ,self respect, and self
confidence. A head bent low, on the other hand
shows modesty, politeness and guilt.
(2) Face –face has been called the mirror of the mind
because whatever a person feels deep inside is
reflected on his face.
(3) Eyes – eyes communicate our deepest feelings.
(4) Gestures – gestures refer to the movements
of our arms, legs, hands, etc.
(5) Body shape and posture- standing or sitting
erect, learning forward or backward, stretching
or bending sideways all convey meanings.
 Para language
It is non verbal because it does not involve use of
words. But it is like verbal communication because it
is related to the way words are spoken.
1.Voice – voice can be clear or unclear, pleasant or
unpleasant, cultivated or musical and so on.
2.Speaking speed- a speaker may speak at different
occasions or during different parts of his speech.
3.Pitch variation- speaking at length on the same level
of pitch variation in pitch are made during a speech.
these variations in pitch are helpful in catching the
attention of the listen and in maintaining his interest
in the speech.
4.Volume variation-it means loudness of the makes the
speech monotonous or boring.Therefore,wide
speech.volume variation puts life into our speech.
 Advantages of Para language
 1.No oral communication is complete without Para
language.
 2.A speaker’s educational background can be judged
from his way of speaking.
 3.knowlege of a person’s Para language is helpful in
dealing with him.
 4.one can improve his Para language by listening to
good speaker.
 Space, surrounding and time
Nonverbal signals which are mutually
understood by the sender and receiver
originate from many sources. One such
important source is the space around us which
communicates in its own way. Communication
experts call this dimension of communication
‘proximics’.
 space Language
1.intimate-physical contact to 18 inches.
 2.personal-18 inches to 4 feet.

 3.social-4 to 12 feet.

 4.public-12 feet to as far as one can see or hear

 Intimate space language: here very close contact is maintained
within the space of 18 inches. It is the most suitable distance
for use of body language because most of our body
movements originate within this area.
 personal space language: personal space extends to 18 inches
to 4 feet. Here we use above the close circle of intimacy
around us.
 Social space language: social space extends to 4 feet to 12
feet. This space is mostly used for formal official relationship.
 Public space language: This larger area extends beyond 12
feet. Communication in this space is highly formal and
objective.
 surrounding
The physical environment around us speak
their own non-verbal language. Surrounding
consists of a large number of objects. Two
important parts of surrounding are colour and
layout. We get meaning from our
surroundings. Similarly, our choice of colour
and design give signals to others.
 Colours:colours have been used to convey meaning
since time immemorial. Different colour are
associated with different attitude, behaviour patterns
and cultural backgrounds. White is generally
associated with peace and chastity. Pink, yellow,
green and blue represent cheerfulness and pleasant
conditions.
 Layout and design: the space arrangement of an
office, the furniture and its design, are important in
communication.
 Time Language
There is a saying" Time is money”. Under
time language we send out signals indicating
the importance of time to us. Time
management has become a very important part
of business management.
 On the basis of organization
There are two types of communication-
1.Formal
2.Informal
 FORMAL COMMUNICATION

Formal communication means that exchange

of ideas and information which is done under
the planned organisational structure . It means
an exchange of idea which passes through a
definite channel. Formal communication are
deliberately designed and represent authority
responsibility relationships between different
position in the organisation.
 Characteristics of formal
communication
1.written or oral
2.formal relation
3.prescribed path
4.organisational message
5.deliberate effort
 Advantages of formal
communication
1.Maintenance of authority of the officers-formal
communication maintain constant relations
among the superiors and the subordinates.
2.Clear and effective communication-with the
help of formal communication superiors and
subordinates understand the capability, habits,
feelings, etc.
3.Orderly flow of information- the information
has to pass through a definite route from one
person to another.
4.Satisfy all the people-all the member of an
organisation become satisfy.
 Limitations of formal
communication
1.Overload of work
2.Rigid and slow
3.Overlooking by the officers
4.Distortion of information
 Informal communication
This communication is based on informal
relations .it is free from all the organisational
formalities. The exchange of information
usually takes place on the occasions of
community meals, social occasions, parties
,etc.
informal communication is also called
“grapevine communication”.
 Types of informal
communication
Informal communication

Single stand Gossip wheel probability cluster

 Single stand
In this type, information flows through a long
line of person to the ultimate receiver.

r
q
 Gossip wheel
It involves passing of information from a
person in the centre to all other around him.
x
S
w
H
P

A
U
B
 Probability chain
Here p communicates randomly with others
according to the low of probability.
o

u
r
p l
a
s
c w
q
 Cluster
It involve selective communication in a group.

j
n k
w
e
p l
m q
t
r
 Advantages of informal
communication
1.Speady transmission
2.Valuable feedback
3.Support of formal channel
4.Psychological satisfaction
 Limitations of informal
communication
1.Misunderstanding
2.Incredible
3.Damage to the organisation
4.Unreliable information
5.Unsystematic communication
 BUSINESS
COMMUNICATION
BARRIERS TO
COMMUNICATION
 BARRIERS TO
COMMUNICATION
Communication is one of the most common
and essential human activities. Perfect
communication takes place when the receiver
understands the message exactly in the way
the sender intends. Quite often
miscommunication arises due to one barrier or
the other. Barrier or problems can arise at any
stage of the communication
 TYPES OF BARRIERS TO
COMMUNICATION
1.SEMANTIC BARRIERS
2.PHYSICAL AND MECHANICAL
BARRIERS
3.ORGANISATIONAL BARRIERS
4.SOCIO-PSYCOLOGICAL BARRIERS
 1.SEMANTIC BARRIERS
Semantic barriers arise due to problems in
language. Language is the most important tool
of communication but its careless use can be
dangerous.
 Language barriers
Language barriers are as follows-
(a) Words with different meaning

(b) Denotation and connotations

(c) Bad expression

(d) Faulty translation

(e) Unclarified assumption

Words with different meaning
Communication is mainly carried through
spoken and written words but some words
convey different meanings to different people.
Exp- the word ’tube’ may mean a fluarescent
tube ,a cycle tube, a water tube.
 Denotation and connotations
words have two meaning denotative and
connotative. The lateral meaning of a word is
known by its denotative meaning it is just
names objects without suggesting positive and
negative qualities. book, chair, computer are
example of denotative words. On the other
hand connotative words like honest, punctual,
cheap arose qualitative judgments and
personal reactions.
 Bad expression
When the message is not formulated and
presented in the proper manner, the receiver
fails to comprehend it and misunderstanding
occur. badly expressed message lose their
impact.
 Faulty translation
Often people translate words in a literal sense
thereby losing the spirit behind the words. In
accurate translation leads to misunderstanding
and confusion.
 Unclarified assumptions
The sender of a message often makes some
assumptions. Consider the following incident:
On Monday ,prof Sinha announced to his
class. "I will be out of town from Tuesday
untill Friday. There will be no classes while I'
am gone'. on Tuesday 80 percent of the
students came to class but prof.Sinha failed to
appear.
 Other semantic barriers
Pictures
Action
2. PHYSICAL OR MECHANICAL
BARRIERS
Physical barriers arise due to distance, noise
and defects in the mechanical devices used in
communication.
 Types of physical and mechanical
barriers
1.Noise
2.Time gap
3.Distance
4.Information overload
 Noise
The flow of communication is often blocked
due to noise caused by traffic, human sounds,
construction work typewriters, fans,etc. In
factories loud noise of the machines makes
oral communication difficult . Blaring and
other types of electronic noise interface in
communication through telephone and
microphone.
 Time
Time is a barrier to communication . Delayed
message creates confusion. in factories persons
working in different shifts may fail to
communicate effectively due to time gap.
DISTANCE