business communication file reference for BBA

BBA SEMESTER – I
BUSINESS COMMUNICATION
MID-1 REFERENCE PRESENTATION
UNIVERSITY COLLEGE OF MANAGEMENT STUDIES,
JNTU HYDERABAD

Unit -I: Introduction to Business Communication
Introduction to Communication, Sender-receiver model of day-to-day
communication. Foundations of Business Communication: Components of
Communication, Business Communication Process. Barriers to Communication.
Unit -II: Day-to-day Business Communication
Formal vs. Informal Communication in organizations. Direction of information:
upward, downward, horizontal/lateral, Diagonal/Cross communication and
Grapevine. Importance and need for developing Listening Skills. Modes of
Communication: Verbal (Oral), Written, Non-verbal Communication and others.
Unit -III: Developing Verbal and Non-verbal Communication Skills
Presentation vs. Oral communication, Developing Presentation Skills. Role of
Non-verbal Communication; Using Non-verbal skills, Body Language: Gestures
for enhancing the effectiveness of Verbal Communication and Presentation.
+
LSRW SKILLS
SYLLABUS FOR MID 1 EXAM

THIS PRESENTATION IS FOR BASIC REFERENCE ONLY.
STUDENTS ARE REQUIRED TO STUDY ALL TOPICS
FROM THE PRESCRIBED TEXT BOOKS &
OTHER RESOURCES THOROUGHLY.

 Introduction to Communication
 Sender-receiver model of day-to-day communication.
 Foundations of Business Communication
 Components of Communication
 Business Communication Process
 Barriers to Communication
Unit I: Introduction to Business Communication

WHAT IS COMMUNICATION?
 From very small to very large organizations, you would see
people attending meetings, making phone calls, writing e-
mails, making presentations and preparing reports etc. In
short, they are communicating.
 ‘Not communicating’ is not a possibility because, in an
organization, people work for common objectives.
Therefore, they need to interact with one another to share
information, suggestions, ideas etc.
You cannot not communicate. Even silence is a communication!!

 Communication is neither the transmission of a message nor the
message itself.
 It is the mutual exchange of understanding, originating with the
receiver. Communication needs to be effective in business.
Communication is the essence of management.
 The basic functions of management including
Planning, Organizing, Staffing, Directing and Controlling, cannot be
performed well without effective communication.

 Business communication involves constant flow of information.
Feedback is integral part of business communication. Organizations
these days are verly large and involve large number of people.
 There are various levels of hierarchy in an organization. Greater the
number of levels, the more difficult is the job of managing the
organization.
 Communication here plays a very important role in process of directing
and controlling the people in the organization.

 Immediate feedback can be obtained and misunderstandings if any can
be avoided.
 There should be effective communication between superiors and
subordinated in an organization, between organization and society at
large (for example between management and trade unions).
 It is essential for success and growth of an organization. Communication
gaps should not occur in any organization.

 Pass on and obtain information
 To express our emotions
 To ask for help
 Achieve joint understanding
 Reach decisions
 Develop relationships
 To warn of dangers
WHY DO WE COMMUNICATE?
Any information is wasted if it is not communicated properly
Poor communication in an organization can hamper its functioning
 To teach or learn something
 To solve problems
 To stimulate interest
 To socialise
 To provide support
 To Organise
 Other?

SENDER-RECEIVER MODEL OF COMMUNICATION
Sender Receiver
Message
Feedback
Channel
Perception
Delivery
Formulating
Response
Understanding

Foundations of Business Communication

COMPONENTS OF COMMUNICATION
The communication process can be broken down into a series of eight
essential components, each of which serves an integral function in the
overall process:
1. Source/Sender
2. Message
3. Channel
4. Receiver
5. Feedback
6. Environment
7. Context
8. Interference

Source/Sender
 The source imagines, creates, and sends the message.
 The source encodes the message by choosing just the right order or the best words to
convey the intended meaning, and presents or sends the information to the audience
(receiver).
 By watching for the audience’s reaction, the source perceives how well they received
the message and responds with clarification or supporting information.
Message
 “The message is the stimulus or meaning produced by the source for the receiver or
audience”.
 The message brings together words to convey meaning, but is also about how it’s
conveyed — through nonverbal cues, organization, grammar, style, and other elements.

Channel
 “The channel is the way in which a message or messages travel between source and
receiver.”.
 Spoken channels include face-to-face conversations, speeches, phone conversations and
voicemail messages, radio, public address systems, and Zoom/G-Meet/ Skype.
 Written channels include letters, memorandums, purchase orders, invoices, newspaper
and magazine articles, blogs, email, text messages, tweets, and so forth.
Receiver
 The receiver receives the message from the source, analyzing and interpreting the
message in ways both intended and unintended by the source.

Feedback
 When you respond to the source/sender, intentionally or unintentionally, you are giving
feedback.
 Feedback is composed of messages the receiver sends back to the source.
 Verbal or nonverbal, all these feedback signals allow the source to see how well, how
accurately (or how poorly and inaccurately) the message was received.
Environment
 “The environment is the atmosphere, physical and psychological, where you send and
receive messages”.
 Surroundings, people, animals, technology, can all influence your communication.

Context
 “The context of the communication interaction involves the setting, scene, and
expectations of the individuals involved”.
 A professional communication context may involve business suits (environmental cues)
that directly or indirectly influence expectations of language and behaviour among the
participants.
Interference / Noise
 Interference, also called noise, can come from any source. “Interference is anything that
blocks or changes the source’s intended meaning of the message”.
 This can be external or internal/psychological. Noise interferes with normal encoding and
decoding of the message carried by the channel between source and receiver.
Also read: https://www.yourarticlelibrary.com/business-communication/communication-
process-within-a-business-organization/28015

BUSINESS COMMUNICATION PROCESS – CASELET

BUSINESS COMMUNICATION PROCESS
Please check
Ober-Newman textbook for the above model
+
Also check
https://bizcommunicationcoach.com/what-is-business-communication-process-process-
of-communication/
https://www.yourarticlelibrary.com/business-communication/communication-process-
within-a-business-organization/28015
https://www.nextiva.com/blog/what-is-business-
communication.html#:~:text=Business%20communication%20is%20the%20process,organi
zational%20practices%20and%20reduce%20errors.

BARRIERS TO COMMUNICATION
Verbal Barriers
 Inadequate Language or Vocabulary
 Differences in Interpretation
 Language Differences
 Inappropriate Use of Expressions
 Over abstraction and Ambiguity
 Polarization

Non-Verbal Barriers
 Inappropriate or Conflicting Signals
 Differences in Perception
 Inappropriate Emotions
 Distractions

 LANGUAGE BARRIERS: Vocabulary, Jargon, Ambiguity, Long Sentences,
Unusual words
 SPEECH BARRIERS: Unskilled speaking, Accent, Manners, Lack of
knowledge, Hearing difficulties
 PSYCHOLOGICAL BARRIERS: Pressures, Mood, Enforced attendance,
Attitude, Fear, Shyness, Aggression, Resistance to learning, Know-it-all,
Status differences, Prejudice, Speaker's apparent experience (or lack of
it), Impatience, Stereotyping, Defensiveness, Personality conflicts
 ENVIRONMENTAL: Noise, heat, cold, ventilation, space available,
Seating position, Interruptions/work intrusion, Restricted time.
Contd..

 Being Distracted
 Mismatching verbal and nonverbal behaviors
 Lack of interest in the subject
 Speed of thought- one person being ahead of the other
 Poor timing
 Different views
 Unexpected reaction
 Tiredness
 Misinterpretation
 Hidden agendas/ulterior motives

EFFECTS OF BAD / MIS-COMMUNICATION
 Ignorance
 Distrust and Suspicion
 Conflict
 Dissatisfaction of Parties
 Incompletion of Work
 Duplication of Work
 Uncertainty / Anxiety
 Withdrawal / Alienation

BARRIER OVERCOMING THE BARRIER
Language Be aware of ‘red flag’ words that might trigger an over
reaction or a stereotyped reaction.
Speech Try not to anticipate what the other person will say.
Don’t allow yourself to get too far ahead of the speaker
by trying to understand things too soon.
Environmental Try to find an uninterrupted area in which to
converse.
Psychological Have a check on your own biases and prejudices, so
they don’t unduly influence your listening.
To start with, we must care enough to want to improve!!
OVERCOMING COMMUNICATION BARRIERS

 At intervals, try to summarize what people have been saying.
 Give the speaker opportunity to learn that you have understood their
point.
 When you have difficulty in determining a remark made by a speaker,
say, ‘May I know why you are saying this?’
 Watch for key or buzz words if you find you’ve lost the continuity of
the conversation.
 Don’t interrupt to demand clarification of insignificant or irrelevant
details.
 Don’t stop listening in order to contradict a particular point.
OVERCOMING COMMUNICATION BARRIERS

 Always be aware of the situation and time for communication
 Have clarity of purpose of what you want to say
 Choose the right mode of communication
 Try to understand your listener / audience
 Try to understand the speaker
 Keep your language direct and use simple words
REMEMBER

COMMUNICATION – CULTURAL ASPECTS

Also check
https://byjus.com/commerce/barriers-to-effective-communication/
https://www.impactfactory.com/resources/the-seven-barriers-to-great-
communications/
https://learning.shine.com/talenteconomy/career-help/communication-barriers-
and-how-to-overcome-them/
https://www.toppr.com/guides/business-correspondence-and-
reporting/communication/barriers-in-communication/

 Formal vs. Informal Communication in organizations
 Direction of information:
 Upward
 Downward
 Horizontal/Lateral
 Diagonal/Cross communication
 Grapevine
 Importance and need for developing Listening Skills
 Modes of Communication
 Verbal (Oral)
 Written
 Non-verbal Communication
Unit II: Day-to-day Business Communication

FORMAL COMMUNICATION
 Formal communication is defined as the communication in which the information is
reached through proper channels or routes. It is also called official communication.
 The main aim of this communication is to properly converse and making sure that the
information has reached correctly.
 This communication is considered as an effective communication mode as it saves time
through its systematic flow of communication.
 Examples of formal communication include reports, post descriptions, work command,
information related to sales and inventory, etc.
 The superior and the subordinate conversation comes under formal communication.
 One of the major disadvantages of formal communication is that rules and regulations
are very rigid.
 More importance is given to the rules; instead of the person. It results in low cordiality
among relationships between the superior and subordinates.

INFORMAL COMMUNICATION
 Informal communication is defined as communication that does not undertake formal
methods to communicate.
 People/ subordinates do not follow the rigid rules of the organization. People converse
freely without any bondage.
 On an organizational level, informal communication is the spontaneous kind of
communication in which the subordinates and the superior can talk freely.
 There are no official rules, systems, or guidelines to communicate.
 Talking to your friend or family is a common example of informal communication.
 One of the major advantages of informal communication is that it is very flexible.
 There is no rigidity or any kind of formality to hinder the communication.
 Grapevine communication is a significant kind of informal communication. The
disadvantage of this kind of communication is that rumours or misinformation spread at
a rapid pace.

Formal vs. Informal Communication

Formal and Informal Communication
Also check
https://bbamantra.com/formal-informal-communication-channels/
https://www.javatpoint.com/formal-vs-informal-communication
https://www.boardinfinity.com/blog/formal-vs-informal-communication/
https://www.peoplegoal.com/blog/what-is-formal-and-informal-
communication

DIRECTIONS OF COMMUNICATION
I. Downward Communication
II. Upward Communication
III.Lateral or Horizontal Communication
IV.Diagonal or Crosswise Communication
V. Grapevine Communication
PLEASE CHECK WORD DOC. FOR DETAILED INFO.

WHAT CONSISTS OF LISTENING
“Capturing and understanding the message communicated,
whether verbally or nonverbally”

STAGES OF LISTENING
• Focusing on the message
• Comprehending and Interpreting
• Analyzing and Evaluating
• Responding
FROM HEARING TO EFFECTIVE LISTENING
EFFECTIVE LISTENING
Hearing
Remembering

POOR LISTENING HABITS
1. Inattentiveness
2. Faking Attention
3. Focusing on Delivery
4. Rehearsing
5. Interrupting
6. Hearing what is expected
7. Avoiding difficult and uninteresting discussion
8. Being defensive
9. Being offensive
10. Any other?

KEYS TO BETTER LISTENING
1. Pay attention
2. Show that you are listening
3. Provide feedback
4. Defer judgment
5. Respond appropriately

 Report
 Notice
 Email  Meeting
 Conference
 Phone
 Face to face
MODES OF COMMUNICATION
WRITTEN
ORAL
NON VERBAL
 Hand Movements/Gestures
 Expressions

WRITTEN COMMUNICATION
 You want to put across a lot of information to the other party
 You need to use complex logic
 You need to use a mixture of texts and figures
 You want to save for future reference
 The accessibility has to be increased
Eg: Reports, memos, notes, summaries, regulations, minutes, etc.
When do you choose this mode of communication?

ORAL COMMUNICATION
 Speed / time is of prime importance
 There is no need to save for future
 The target audience can be reached out at the same time
 You want to bring personal touch into the process
 You expect a dialogue to follow
Eg: Interviews, Instructions to others or to subordinates, speeches,
etc.
When do you choose this mode of communication?

Body language
55%
Words
7%
Tone
38%
SNIPPET: DO YOU KNOW
How a direct communication is understood by receiver?

NON-VERBAL COMMUNICATION
 Eye Contact
 Facial Expressions
 Gestures
 Posture and Body orientation
 Proximity
 Appearance
How do people communicate non-verbally?

MODES OF COMMUNICATION
Also check
https://studiousguy.com/basic-principles-of-communication/
https://businessjargons.com/types-of-communication.html

 Presentation vs. Oral communication
 Developing Presentation Skills
 Role of Non-verbal Communication
 Using Non-verbal skills & Body Language: Gestures for
enhancing the effectiveness of Verbal Communication and
Presentation.
Unit III: Developing Verbal and Non-verbal
Communication Skills

Do you always give a speech that you wish to give?
PRESENTATION SKILLS

FIRST, ‘WHY’ ARE YOU MAKING THE PRESENTATION?
 To communicate an idea?
o Informative
o Knowledgeable
 To sell an idea?
o Persuasive
o Convince audience
 To train / educate/coach an audience?
o As a subject matter expert
o Value adding for learners
 To entertain?
o Break the ice
A presentation can
do one or more of
these at the same
time

 Determine Purpose and Objective of the presentation
 Plan & prepare the content; an ideally structured presentation has:
(1) An Introduction – this might include one or more of the below:
 Need for this presentation with background information along with
the genesis of issue/ topic.
 The objective you would like to achieve through this presentation
along with a long term aim.
 Why ‘what you are about to present’ is important to the audience
 Introduction to the subject and Overview of the content.
…continued
NEXT, PLAN YOUR PRESENTATION

(2) Main Body
 In-depth coverage of the entire subject matter along with examples,
cases, graphs, pictures, videos, exercises, role-plays, games etc.
(3) Summary & Conclusion which may include one or more of the below:
 Summarize and highlight important points
 Briefly present the future course of action, the ‘what next’
 If you expect the audience to do something after this presentation,
then present it here
+
A logical flow from introduction to summary/conclusion.

Comparing a Presentation with that of a journey of a flight!!

The Flight Path of the Presentation
Introduction
=
Preflight
Conclusion
=
Landing
Main Body of Presentation
=
Journey on Flight
Summary
=
Descent
Grabbing
Attention
=
Take Off

WHAT COULD MAKE A GOOD PRESENTATION
Before going for the presentation
 Run through the flow and narration of the presentation in your own
head; rehearse in front of the mirror
 Remember, your audience does not know what is on your mind
 Think from an audience point of view
 What do they already know
 What do they need to know
 What do they want to know
 How do they prefer to learn
 What do they expect from ‘YOU’ in particular

During the Presentation
 Have fun along with audience but complete within time frame
 Quotations, examples, analogies, pictures – ONLY where suitable!
 Audience participation, asking thought provoking questions
 Your visual and vocal skills:
 Maintain eye contact with audience and keep looking around – cover
the entire audience
 Maintain a smiling and comfortable appearance
 Suitable Gestures and some movements make presentations more
lively and grab more attention
 Right pace of speech – not too fast, not too slow …continued
WHAT COULD MAKE A GOOD PRESENTATION

WHAT COULD MAR A GOOD PRESENTATION
During the Presentation
 Anxiety: Don’t fight it; it takes more efforts to fight it than ignore it.
 Nervousness: It is normal, you will overcome it with practice.
 Grammatical, language, spelling errors in the presentation
 Poor formatting of the presentation
 Lack of preparation
 Poor body language – slouched, drooping shoulders etc.
 Poor voice modulation – a bland and straight pitch gets boring!

…..and
..along with whatever you are presenting, you are also
presenting yourself!

INTRODUCTION
According to OALD, Body language is
‘the process of communicating what you are feeling or thinking by the way
you place and move your body rather than by words.’
In simple words, It is the way your body communicates without the use of
words.

ELEMENTS OD BODY LANGUAGE
• POSTURE
• EYE CONTACT
• POSITION AND MOVEMENT
• FACIAL EXPRESSIONS
• GESTURES

SUMMARY
 What is body language
 Elements
 Posture
 Eye Contact
 Position and Movement
 Facial Expressions
 Gestures
 Importance of body language

LSRW SKILLS
PLEASE CHECK WORD DOC. FOR DETAILED INFO.

business communication file reference for BBA

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