The document discusses communication and its importance in business. It defines communication as the exchange of information between two or more people, and outlines the basic communication process which includes a sender, encoding, message, channel, receiver, decoding, and feedback. It then discusses the objectives of business communication such as exchanging information, developing plans, and achieving organizational goals. Finally, it outlines essentials for effective communication like listening, being clear and concise, having confidence, empathy, and conveying respect.

1. Unit 1- Business Communication

2. What is Communication
• the act or process of using words, sounds,
signs, or behaviors to express or exchange
information or to express your ideas,
thoughts, feelings, etc., to someone else.
formal : a message that is given to someone :
a letter, telephone call, etc. : the ways of
sending information to people by using
technology.

3. Communication Process
• The Communication is a two-way process
wherein the message in the form of ideas,
thoughts, feelings, opinions is transmitted
between two or more persons with the intent of
creating a shared understanding. The
communication is a dynamic process that begins
with the conceptualizing of ideas by the sender
who then transmits the message through a
channel to the receiver, who in turn gives the
feedback in the form of some message or signal
within the given time frame. Thus, there are
Seven major elements of communication process:

5. • Sender: The sender or the communicator is the person who
initiates the conversation and has conceptualized the idea
that he intends to convey it to others.
• Encoding: The sender begins with the encoding process
wherein he uses certain words or non-verbal methods such
as symbols, signs, body gestures, etc. to translate the
information into a message. The sender’s knowledge, skills,
perception, background, competencies, etc. has a great
impact on the success of the message.
• Message: Once the encoding is finished, the sender gets
the message that he intends to convey. The message can be
written, oral, symbolic or non-verbal such as body gestures,
silence, sighs, sounds, etc. or any other signal that triggers
the response of a receiver.

6. • Communication Channel: The Sender chooses the medium through which
he wants to convey his message to the recipient. It must be selected
carefully in order to make the message effective and correctly interpreted
by the recipient. The choice of medium depends on the interpersonal
relationships between the sender and the receiver and also on the
urgency of the message being sent. Oral, virtual, written, sound, gesture,
etc. are some of the commonly used communication mediums.
• Receiver: The receiver is the person for whom the message is intended or
targeted. He tries to comprehend it in the best possible manner such that
the communication objective is attained. The degree to which the receiver
decodes the message depends on his knowledge of the subject matter,
experience, trust and relationship with the sender.
• Decoding: Here, the receiver interprets the sender’s message and tries to
understand it in the best possible manner. An effective communication
occurs only if the receiver understands the message in exactly the same
way as it was intended by the sender.

7. • Feedback: The Feedback is the final step of
the process that ensures the receiver has
received the message and interpreted it
correctly as it was intended by the sender. It
increases the effectiveness of the
communication as it permits the sender to
know the efficacy of his message. The
response of the receiver can be verbal or non-
verbal.

8. OBJECTIVES OF BUSINESS
COMMUNICATION
• To exchange information: The main objective of business
communication is to exchange information with internal and
external parties. Internal communicationoccurs within the
organization through orders, instructions, suggestions, opinions etc.
• To develop plans: Plan is the blueprint of future courses of actions.
The plan must be formulated for attaining organizational goals. In
order to develop a plan, management requires information. In this
regard, the objective of communication is to supply required
information to the concerned managers.
• To implement the plan: Once a plan is prepared, it is to be
implemented. Implementation of a plan requires timely
communication with the concerned parties. Thus, communication
aims at transmitting a plan throughout the organization for its
successful implementation.

9. • To facilitate policy formulation: Policies are guidelines
for performing organizational activities. Policies are
also termed as standing decisions to recurring
problems. Every organization needs to develop a set of
policies to guide its operation. Preparing policies also
require information from various sources. Therefore,
the objective of communication is to collect necessary
information for policy formulation.
• To achieve organizational goal: Collective efforts of
both managers and workers are essential for achieving
organizational goals. Communication coordinates and
synchronizes the efforts of employees at various levels
to achieve the stated goals of the organization.

10. • To organize resources: Various kinds of resources are available in an
organization such as human resources, material resources, financial
resources and so on. In organizing these resources in an effective and
efficient way is a key challenge to the managers. Communication is the
vehicle to overcome this challenge.
• To coordinate: Coordination is a basic management function. It involves
linking the various functional departments of large organizations. Without
proper and timely coordination, an achievement of organizational goals is
impossible. Therefore, the objective of communication is to coordinate
the functions of various departments for the easy attainment of
organizational goals.
• To direct the subordinates: The job of a manager is to get the things done
by others. In order to get the things done, management needs to lead,
direct and control the employees. The performance of these managerial
functions depends on effective communication with subordinates.

11. Imp of Communication
• Communication promotes motivation by informing and
clarifying the employees about the task to be done, the
manner they are performing the task, and how to improve
their performance if it is not up to the mark.
• Communication is a source of information to the
organizational members for decision-making process as it
helps identifying and assessing alternative course of
actions.
• Communication also plays a crucial role in altering
individual’s attitudes, i.e., a well informed individual will
have better attitude than a less-informed individual.
Organizational magazines, journals, meetings and various
other forms of oral and written communication help in
moulding employee’s attitudes.

12. • Communication also helps in socializing. In todays life the
only presence of another individual fosters communication.
It is also said that one cannot survive without
communication.
• As discussed earlier, communication also assists
in controlling process. It helps controlling organizational
member’s behaviour in various ways. There are various
levels of hierarchy and certain principles and guidelines
that employees must follow in an organization. They must
comply with organizational policies, perform their job role
efficiently and communicate any work problem and
grievance to their superiors. Thus, communication helps in
controlling function of management.

13. Essentials of Good Communication
Listening
• One of the most important aspects of effective
communication is being a good listener.
• People do not like communicating with others
who are only interested in telling you what they
want to tell you, and don’t listen to what you
have to say. Effective communication requires
active listening, so practice active listening until it
becomes second nature to you.

14. Non-Verbal Communication
• The words we choose make up just 7% of the
message being conveyed, which makes non-
verbal communication all the more important.
Body language is an important communication
tool. Your body language should help convey your
words. Other factors you should consider are
things like the tone of your voice, your hand
gestures, and ensuring eye contact.

15. Be Clear and Be Concise
• Convey your message using as few words as
possible. Whether in person, via telephone, or
email, convey your message clearly, concise and
direct. If you are excessive with your words, the
listener will either lose focus or just be unsure as
to what it is that you want. Before speaking give
some thought as to the message you want to
convey. This will prevent you rambling and
causing confusion.

16. Be Clear and Be Concise
• Convey your message using as few words as
possible. Whether in person, via telephone, or
email, convey your message clearly, concise and
direct. If you are excessive with your words, the
listener will either lose focus or just be unsure as
to what it is that you want. Before speaking give
some thought as to the message you want to
convey. This will prevent you rambling and
causing confusion.

17. Be Confident
• Confidence underpins all effective
communication. Other people will believe you
will do as you say if you sound confident. Making
eye contact, using a firm but friendly tone (never
aggressive), are all ways you can exude
confidence. Remember to always be listening to
the other person and looking out for those
nonverbal clues.

18. Empathy
• Empathy is the skill of being able to understand and
share the feelings of another person.
• Even if don’t agree with the person you’re
communicating with, it’s very important that you
understand and respect their view. Simply saying to
that person “I understand what you’re saying”, will let
them know that you have been listening to them, and
that you respect their point of view.
•

19. Always Have An Open Mind
• Being an effective communicator requires that every
conversation is approached with a flexible, open mind.
This isn’t always easy to achieve, but is very important
to communicating effectively. Always engage in active
listening, and be sure to demonstrate empathy by
acknowledging you understand what the other
person’s point of view is. Adopting this approach will
always ensure honest, productive communication.
•

20. Convey Respect
• Other people will be more likely to engage in
communication with you if you respect them and
their ideas. Simply addressing another person using
their name, will make them feel appreciated. If
communicating via telephone, always keep focused on
the conversation and avoid being distracted in any way.
When communicating through email, take time to
construct and edit your message, taking care to
address the recipient by name.
•

21. Barriers in Communication
• The process of communication has multiple
barriers. The intended communique will often
be disturbed and distorted leading to a
condition of misunderstanding and failure of
communication. The Barriers to effective
communication could be of many types like
linguistic, psychological, emotional, physical,
and cultural etc. We will see all of these types
in detail below.

22. • Linguistic Barriers-The language barrier is one
of the main barriers that limit effective
communication. Language is the most
commonly employed tool of communication.
The fact that each major region has its own
language is one of the Barriers to effective
communication. Sometimes even a thick
dialect may render the communication
ineffective.

23. • Psychological Barriers-There are various
mental and psychological issues that may be
barriers to effective communication. Some
people have stage fear, speech disorders,
phobia, depression etc. All of these conditions
are very difficult to manage sometimes and
will most certainly limit the ease of
communication.

24. • Emotional Barriers-The emotional IQ of a person
determines the ease and comfort with which they can
communicate. A person who is emotionally mature will
be able to communicate effectively. On the other hand,
people who let their emotions take over will face
certain difficulties.
• A perfect mixture of emotions and facts is necessary
for effective communication. Emotions like anger,
frustration, humour, can blur the decision-
making capacities of a person and thus limit the
effectiveness of their communication.

25. • Physical Barriers to Communication-They are the
most obvious barriers to effective
communication. These barriers are mostly easily
removable in principle at least. They include
barriers like noise, closed doors, faulty equipment
used for communication, closed cabins, etc.
Sometimes, in a large office, the physical
separation between various employees combined
with faulty equipment may result in severe
barriers to effective communication.

26. • Cultural Barriers of Communication-As the
world is getting more and more globalized,
any large office may have people from several
parts of the world. Different cultures have a
different meaning for several basic values of
society. Dressing, Religions or lack of them,
food, drinks, pets, and the general behaviour
will change drastically from one culture to
another.

27. • Organisational Structure Barriers-As we saw
there are many methods of communication at
an organizational level. Each of these methods
has its own problems and constraints that may
become barriers to effective communication.
Most of these barriers arise because of
misinformation or lack of appropriate
transparency available to the employees.

28. • Attitude Barriers-Certain people like to be left
alone. They are the introverts or just people
who are not very social. Others like to be
social or sometimes extra clingy! Both these
cases could become a barrier to
communication. Some people have attitude
issues, like huge ego and inconsiderate
behaviours.

29. • Attitude Barriers-Certain people like to be left
alone. They are the introverts or just people
who are not very social. Others like to be
social or sometimes extra clingy! Both these
cases could become a barrier to
communication. Some people have attitude
issues, like huge ego and inconsiderate
behaviours.

30. 7 Cs of Communication

31. • CLARITY:-A communication should be definitely
clear so the recipient can certainly understand
what the particular sender really wants to
communicate. The actual sender always desires
how the recipient interprets the particular
meaning while using the exact same meaning. For
this, the particular sender ought to help to make
the particular meaning free of ambiguity and also
vagueness. The subsequent tips are offered for
making meaning clear:

32. • Picking out the brief, acquainted and also
effortless words and phrases.
• Picking out conversational words and phrases
rather then poetic types.
• Constructing successful paragraphs and also
grammatical construction.
• Supplying illustrations, cases along with visual
supports while appealing.
• Staying away from techie words and phrases and
also jargon’s.

33. • COMPLETENESS-The sender needs to post
extensive communication. An extensive
communication. An extensive communication
consists of all of the required information that
the reader’s requirements regarding knowing.
Completeness involving communication is
extremely essential to create communication
effectively. Unfinished massage irritates this
reader.

34. • CONCISENESS-A message should be while brief as possible.
Conciseness signifies declaring exactly what this sender has
to declare in the fewest achievable words. This helps you to
save moment regarding both equally sender as well as a
receiver. Nevertheless, conciseness must not be attained on
the expense of this process involving completeness. The
next suggestions should be taken into mind to obtain
conciseness:
• Removing wordy expression.
• Including merely relevant information.
• Staying away from unwanted duplication.
• Arranging communication well.

35. • CONCRETENESSConcreteness signifies become
distinct, particular and vivid rather than vague
and normal. The next guidelines will help
write concrete floor information:
• Employing distinct information and stats.
• Employing verbs that indicate steps.
• Picking out vivid, image-building words.

36. • COURTESY-Sender must retain wanted a higher level courtesy for
the receiver. Mannerly communications assistance to strengthen
current company happen to be together with produce brand new
close friends. There’s a favorite stating that courtesy charges only
results much more. Sender will most likely always hold this kind of
as the primary goal. Being well-mannered, the actual communicator
has to stick to this guidelines:
• Be genuine, tactful, innovative and appreciative.
• Steering clear of expressions that aggravate or even hurt the actual
device.
• Responding quickly.
• Looking for apology best regards for virtually any omission.
• To thank generously for any prefer.

37. • CORRECTNESS-The process of correctness includes
greater than proper grammar, punctuation and
spelling. The idea of correctness signifies the particular
article author must evaluate this:
• With all the appropriate sort of vocabulary
(formal/informal)
• Examining the particular exactness of stats,
information and phrases before sending these.
• Delivering the message meaning the precise occasion.
• Delivering the message meaning inside appropriate
type thinking about the requirements and background
on the receivers.

38. • THING TO CONSIDER-Thing to consider means
that the particular sender prepares each
meaning preserving the particular receiver at
heart. The following particular sender must
evaluate the particular desires, difficulties,
instances, sensations and most likely allergic
reactions on the recipient.