1. Business Communication

2. 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”

3. Definition of Communication
The 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.

4. 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.

5. Features of Communication
Two way communication
Information sharing and
understanding
Verbal and non-verbal
Circular flow
Goal oriented
Continuous process

6. Features of Communication
Pervasive activity
Transactional
Complex
Unavoidable
Learned

7. The Communication Process

8. The Communication Process
Sender Encoding
Channel Noise Message
Barrier
Feedback Channel
Decoding Receiver

9. The Communication Process

11. Components of Communication
Sender or Communicator
Encoding of Message
Communication Channel
Receiver
Decoding
Feedback
Noise
Barrier

12. Objectives of Communication
Exchange of Information
Issue of Orders and Instructions
Advice & Counselling
Persuasion
Suggestion
Education
Motivation
Raising Morale
Warning

13. Need For Communication
Giant Organization(Large Business
Houses)
 Global Business Environment
Technological Advancement
Timely Information
Need for Better Human Relations
Better Public Relations.

14. 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.

15. COMMUNICATION
NETWORKS
CHAIN NETWORK
WHEEL/Y NETWORK
CIRCULAR NETWORK
FREE FLOW NETWORK/All CHANNELS
KITE NETWORK
SLASH NETWORK

16. Downward communication

20. 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

21. MERITS OF DOWNWARD COMMUNICATION
Mission and Goals
Plans and Policies
Duty and Authority
Job satisfaction

22. DEMERITS OF DOWNWARD COMMUNICATION
Distortion
Incomplete information.
Time consuming
Filtration of Information

23. 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.

24. MERITS OF UPWARD COMMUNICATION
Feedback
Creative ideas
Better relations
Overcomes resistance to change
Increased motivation

25. DEMERITS OF UPWARD COMMUNICATION
Fears and Apprehensions.
Filtration
Time consuming
Inattention by superiors Low Morale

30. 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

31. DIAGONAL COMMUNICATION
Diagonal communication cuts across
different functions and levels in an
organisation.
LATERAL COMMUNICATION

32. 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

33. FEEDBACK
Purpose
Types
Importance
Developing Feedback Skills

34. 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

35. Types of FEEDBACK

 Self Feedback
 Listener’s Feedback
 Positive Feedback
 Negative Feedback

36. IMPORTANCE OF FEEDBACK
Confirmation of Transmission
Seeking Solution to Problem
Identification of Change Required
Better Understanding
Better Planning
Overall Coordination
Psychological Satisfaction
Higher Productivity
Development of Employees

37. Nature of Feedback
Personal Element
Observation
Detailed and Specific
Tone
Approach

38. Means of Communication
Media of Communication
Verbal
Nonverbal Communication
Communication
Oral Written

39. Means of Communication
Media of Communication
Verbal
Communication Nonverbal Communication
Body Language/
Sign Language Object movements
Language
Audio Sign
Pictures
Visual Sign
Clothes

40. Means of Communication
Means of Communication
Non-Verbal Communication
Body Language/ movements
 Kinesics ( facial expressions, postures & gestures)
 Oculesics (Role of eye contact)
 Haptics (Study of touching)
 Proxemics (Study of measurable distance between people as
they interact)
 Chronemics (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.

41. Point of Difference Written Business communication 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, As no record is maintained for oral
thus they can be used as evidence. 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 It faces less barriers than written
overcome more barriers than oral communication.
communication.
Audience size The audience size of written Audience size is comparatively small.
communication is large and
geographically scattered.
cost It is more costly than oral It is less costly than written
communication. communication.
Knowledge level In case of written communication Even illiterate people can participate in
minimum level of knowledge and oral communication.
literacy is required.

42. 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.

43. Bibliography
Business Communication by K.K.Sinha
Business Communication Concepts
and Skills by T.N.Chhabra
Essentialsof Business Communication
by Rajendra Pal and J.S.Korlahalli

44. Thank You
and
have
a
nice daY