Business

Communication

Definition

Communication,
which
is
etymologically
related
to
both
communion and community, comes
from the Latin communicare, which
means to make common or to
share.
DeVito (1986) expanded on this, writing
that communication is the process or
act of transmitting a message from a
sender to a receiver, through a channel
and with the interference of noise

The

Definition of
Communication

process of creating and exchanging

meaning through symbolic interaction.

As a process communication constantly

moves and changes. It does not stand still.
Meaning involves thoughts, ideas, and
understandings shared by communicators.
Symbolic means that we rely on words and
nonverbal
behaviors
to
communicate
meaning and feelings.

Definition of
Communication

Communication is the process

of sharing our ideas, thoughts,
feelings and values with other
people
and
having
those
ideas, thoughts, feelings and
values understood by the
people we are communicating
with in the same sense.

Features of
Communication
Two

way communication
Information sharing and
understanding
Verbal and non-verbal
Circular flow
Goal oriented
Continuous process

Features of
Communication
Pervasive

activity
Transactional
Complex
Unavoidable
Learned

The Communication
Process

The Communication
Process
Sender
Channel

Noise

Encoding

Message
Barrier

Feedback
Decoding

Channel
Receiver

The Communication
Process

Components of
Communication
Sender

or Communicator
Encoding of Message
Communication Channel
Receiver
Decoding
Feedback
Noise
Barrier

Objectives of
Communication

Exchange

of Information
Issue of Orders and Instructions
Advice & Counseling
Persuasion
Suggestion
Education
Motivation
Raising Morale
Warning

Need For
Communication
Giant

Organization(Large
Business Houses)
Global Business Environment
Technological Advancement
Timely Information
Need for Better Human Relations
Better Public Relations.

Importance of
Communication

Facilitates

Planning
Basis in Decision-making
Achieves Effective Co-ordination
Facilitates Better Administration
Creation of Mutual Trust & Confidence.
Motivation Of Employees
Building Employees Morale
Binding Force
Facilitates Effective Control.

COMMUNICATION
NETWORKS
CHAIN

NETWORK
WHEEL/Y NETWORK
CIRCULAR NETWORK
FREE FLOW NETWORK/All CHANNELS
KITE NETWORK
SLASH NETWORK

Downward communication

DIRECTION/FLOW OF
COMMUNICATION
Downward

communication represents
flow of information from top level to
lower levels of the organisation.

Modes

of Downward Communication

Handbooks & Pamphlets

Posters & Bulletins
House Journal,
Direct mail,
Annual Reports,
Special Meetings

MERITS OF DOWNWARD COMMUNICATION

Mission

and Goals
Plans and Policies
Duty and Authority
Job satisfaction

DEMERITS OF DOWNWARD
COMMUNICATION

Distortion
Incomplete

information.
Time consuming
Filtration of Information

UPWARD
COMMUNICATION
It

signifies the flow of

communication from the lower level
to upper level.
Media of upward communication are

suggestion system,
Grievance procedure,
Open-door policy,
Questionnaires,
Ombudsperson.

MERITS OF UPWARD
COMMUNICATION

Feedback
Creative

ideas
Better relations
Overcomes resistance to change
Increased motivation

DEMERITS OF UPWARD
COMMUNICATION
Fears

and Apprehensions.
Filtration
Time consuming
Inattention by superiors Low
Morale

HORIZONTAL COMMUNICATION
It

refers to transmission of
information among persons of the
same level and status.

Objectives

To coordinate
Solve problems
Resolve conflicts
Exchange information
Promote social relations

DIAGONAL COMMUNICATION
Diagonal

communication cuts
across different functions and
levels in an organisation.

LATERAL COMMUNICATION

Feedback
What:
Comments

in the form of opinions about or reactions

to something
Feedback can be a desire action, an oral or written
message, or simply a silence. It is the most important
part of communication process.

Why:
To

initiate and improve communication

To evaluate or modify a process or product
To enable improvements to be made
To provide useful information for future decisions and
development

FEEDBACK
Purpose
Types
Importance
Developing

Feedback Skills

PURPOSE OF FEEDBACK
To

provide the information about the

work to be done.
To facilitate understanding
To tell subordinates about their
performance
To give specific directions
To give information about
organizational procedure and practices

Types of FEEDBACK

Self Feedback
Listeners Feedback
Positive Feedback
Negative Feedback

Confirmation

IMPORTANCE OF
FEEDBACK

of Transmission
Seeking Solution to Problem
Identification of Change Required
Better Understanding
Better Planning
Overall Coordination
Psychological Satisfaction
Higher Productivity
Development of Employees

Nature of Feedback
Personal

Element

Observation
Detailed

and Specific

Tone
Approach

Means of Communication
Media of
Communication

Verbal
Communication

Ora
l

Writte
n

Nonverbal
Communication

Means of Communication
Media of
Communication

Verbal
Communication
Sign
Language
Audio
Sign
Visual
Sign

Nonverbal
Communication
Object
Langua
ge
Pictur
es
Clothe
s

Body
Language/
movements

Means of Communication
Means of
Communication

Non-Verbal
Communication
Body Language/ movements
Kinesics
Oculesics
Haptics
Proxemics
Chronemics

( facial expressions, postures & gestures)

(Role of eye contact)
(Study of touching)
(Study of measurable distance between people as
they interact)
(Study of use of time)

Paralinguistics (Study of variations in pitch, speed, volume, and

pauses to convey meaning)
Physical Appearance Your physical appearance always contributes
towards how people perceive you. Neatly combed hair, ironed clothes
and a lively smile will always carry more weight than words.

Point of Differenc Written Business communication

e

Oral Business communication

Feedback

Immediate feedbacks is not required

In case of oral communication we need

immediate feedback.

Evidence

Written message are kept as record,

thus they can be used as evidence.

As no record is maintained for oral

communication it cannot be used as
evidence.

Easy acceptance

In compression to oral communication On the other hand oral message are

has lack of directness.
easily acceptable.

Directness or direct In most of the cases written

It takes place in a face to face or direct
approach
communication has lack of directness. situation.
Barriers

Written communication need to

overcome more barriers than oral
communication.

It faces less barriers than written

communication.

Audience size

The audience size of written

communication is large and
geographically scattered.

Audience size is comparatively small.

cost

It is more costly than oral

communication.
In case of written communication
minimum level of knowledge and
literacy is required.

It is less costly than written

communication.
Even illiterate people can participate in
oral communication.

Knowledge level

Few Questions:
What

is communication? Discuss its

elements in detail.
Give a detailed account of FEEDBACK
in Communication.
What are the advantages and
disadvantages of different channels of
communication?
Discuss the various means of
communication.

Bibliography
Business

Communication by
K.K.Sinha

Business

Communication Concepts
and Skills by T.N.Chhabra

Essentials

of Business
Communication by Rajendra Pal and
J.S.Korlahalli

Thank You
and
Have
A
Nice Day