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  2. 2. Communication • Communication is the exchange of ideas, opinions and information through written or oral or in action. • Basically communication process need sender, medium and receiver.
  3. 3. Nature of communication Communication can be divided broadly into two categories • Verbal communication • Non-verbal communication
  4. 4. Communication Process
  5. 5. Business communication • Business Communication is neither transmission of message nor message itself. It is the mutual exchange of understanding. • The basic functions of management cannot be performed well without effective communication. • Feedback is integral part of business communication.
  6. 6. Types Business Communication can be of two types: • Oral Communication - An oral communication can be formal or informal. • Written Communication - Written means of business communication.
  7. 7. Advantages of Oral Communication •There is high level of understanding and transparency. •There is flexibility for allowing changes in the decisions previously taken. •The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly without any delay. •Oral communication is not only time saving, but it also saves upon money and efforts. •Oral communication is best in case of problem resolution.
  8. 8. Limitations of Oral Communication •There may be misunderstanding. •It requires attentiveness and great receptivity on part of the receivers/audience. •Oral communication (such as speeches) is not frequently used as legal records except in investigation work.
  9. 9. Advantages of Written Communication •Written communication helps in laying down apparent principles and policies for running of an organization. •It provides ready records and references. •It assists in proper delegation of authority. While in case of oral communication, it is impossible to fix and delegate. •Legal defenses can depend upon written communication as it provides valid records.
  10. 10. Disadvantages of Written Communication •Written communication does not save upon the costs. •Written communication is time-consuming as the feedback is not immediate. •Effective written communication requires great skills. • Too much paper work and e-mails burden is involved.
  11. 11. Importance of communication in an organization • promotes motivation. • source of information. • altering individual attitudes. • controlling process.
  12. 12. Communication Flows Communication flow Internal communication Upward communication flow Downward communication flow Horizontal/lateral communication flow External communication External communication flow
  13. 13. Upward Flow of Communication • Communication that flows from lower level to higher level in an organization. • It provides feedback on how well the organization is functioning. • The subordinates use upward communication to convey their problems and performances to their superiors.
  14. 14. Downward Flow of Communication •Communication that flows from a higher level in an organization to a lower level is a downward communication. •Giving job instructions and provide feedback to their performance. •Both Downward & Upward Communications are collectively called “Vertical Communication”
  15. 15. Lateral / Horizontal Communication • Communication that takes place at same levels of hierarchy in an organization is called horizontal communication. • Horizontal Communication is essential for: – Solving problems – Accomplishing tasks – Improving teamwork – Boosting efficiency
  16. 16. External Communication • Communication with people outside the company is called external communication. • It leads to better Sales volume. • It improve Overall performance, Public goodwill and Corporate image.
  17. 17. Grapevine communication •Grapevine is an informal channel of business communication. •It stretches throughout the organization in all directions irrespective of the authority levels. •Grapevine channels carry information rapidly. •The grapevine is not trustworthy always because it spread more by gossips and unconfirmed report.
  18. 18. Communication barriers • Perceptual and Language Differences • Information Overload • Inattention • Time Pressures • Complexity in Organizational Structure
  19. 19. To Overcome the Communication Barriers • Eliminating differences in perception • Use of Simple Language • Active Listening • Simple Organizational Structure • Avoid Information Overload
  20. 20. 7 C’s of effective communication 1. Completeness 2. Conciseness 3. Consideration 4. Clarity 5. Concreteness 6. Courtesy 7. Correctness