Business Communication: Concept, Features, Importance, Limitations; Basic model of Communication Process and Elements of Communication

1. BUSINESS
COMMUNICATION:
ENGLISH
ABBA 100
Dr. Chhavi Jain

2. Unit Contents Lectures
I Business Communication: Concept, Features, Importance, Limitations;
Basic model of Communication Process and Elements of Communication,
Barriers to Communication and overcoming barriers to communication
06
II Means and Types of communication: Medias of Communication- Written, Oral,
Visual, Audio-visual, Formal and Informal Communication, Modes of Quick
Transmission of Messages.
06
III Business Letter Writing: Essentials of Effective Correspondence, Layout
of Business Letter, Planning the Letter, Kinds of Business Letters
Communication within the organization: Memoranda, Notices, Circulars,
Orders, Agenda and Minutes
06
IV Business Correspondence related to Human Resource: Preparation of
Resume, Job Application, Drafting of Interview Letters, Call Letters and
Offer of Appointment, Goodwill Messages, Condolence Letters
Business Correspondence related to other parties: Correspondence with
banks, insurance companies and government authorities
06
V Report Writing and Proposal Writing: Contents and Types
Press Release and Press Notes
06

3. Communication
Latin Word
COMMUNIS
Common

4. Communication is an
interchange of thoughts,
opinions or information, by
speech, writing or signs.

5. Business Communication
 Business Communication is information
sharing between people within and
outside an organisation that is performed
for the commercial benefit of the
organisation.
 It can also be defined as relaying of
information within a business by its
people.

6. Classification- Basis- Number of
receivers to whom the message is
addressed

7. COMMUNICATION

8. Interpersonal Communication

9. Group Communication

10. Mass Communication

11. Classification- Basis- Medium
employed

12. How we communicate
Verbal
• Words-
What we
say
Para Verbal
• Tone – How
we say it
Non Verbal
• Our
Expressions
and actions

15. Non Verbal Communication

17. Meta Communication
Communication which is implicit and not
expressed in words.

18. Features of Business
Communication
 Practical
 Factual
 Clear and brief
 Target Oriented
 Persuasive

19. Objectives of Business
CommunicationGIVING
INFORMATION
PERSUASION
CONVEYING
SUGGESTION
ADVICE
MOTIVATION
TRAINING
INSTRUCTION,
GUIDANCE AND
COUNSELLING
WARNING AND
APPRECIATION
RESOURCE
UTILISATION
MANAGEMENT
EFFICIENCY

20. A. Internal Objectives
B. External Objectives

21. Internal Objectives
•Information to
•Management
•Employees
•Means to achieve
ends
•Co-ordination •Helps to accomplish
results
•Improvement in
morale
•Provides decision
making support

22. External Objectives
•Sale of Goods and
Services
•Enables an
organisation to
become dynamic
•Relations with
Suppliers
•Helps to face
emerging
challenges
•Information to other
parties

23. Importance of Communication
Increase in size of
business
Smooth running of
business
Growing specialisation Right and quick decision
making
Cut-throat competition Facilitates proper planning
and co-ordination
Trade union movement Maximum productivity with
minimum cost
Human relations Minimize organisation
conflicts
Public relations Promote employee loyalty
Personal asset Helps in moulding attitudes

24. Process of Communication
Sender Selects, composes
Message Verbal/ non- verbal/
combination
Channel/ media Oral/ written
Receiver Identifies, comprehends,
interprets
Response and feedback Verbal/ non- verbal/
combination
Sender Message Receiver

25. Feedback
Communication Process
Sender
Messag
e
Encodin
g
Receive
r
Decodin
g
Messag
e

27. Process of Communication
 Sender
 Receiver
 Message
 Feedback
 Media
 Interpretation
 Reaction
 Noise

28. Elements of Communication
 Message
 Sender
 Encoding
 Channel
 Receiver
 Decoding
 Action
 Feedback

29. Elements of Communication
Message-
Information
Written/spoken
Organised, structured,
shaped and selective
Exists in mind of sender

30. Elements of Communication
Sender-
 Person who transmits/ spreads/
communicates a message
 Initiates message
 Purpose- informing, persuading,
influencing, change in receiver’s
attitude/ opinion
 Decides the channel, time, type of
communication

31. Elements of Communication
Encoding-
 Changing the message (ideas, facts,
feelings, opinions) into symbols/ patterns
of words/ gestures, etc.
 Selected by sender keeping in mind the
receiver’s ability to understand and
interpret them correctly.

32. Channels
Core
Messa
ging
Telem
arketi
ng Website
Social
media
Direct
Mail
E Mail
Face to
Face
Meeting
s
Donor
Event
s
Radio
/TV
Mobile
Phone
and
Apps

33. Elements of Communication
Channel-
 Vehicle or medium which facilitates the
sender to convey the message to
receiver
 Written medium- letter/ memo/ report/
manual/ notice/ circular/ questionnaire/
minutes, etc.
 Oral- dialogue/ interview/ telephone
conversation/ conference/ recording,
etc.

34. Elements of Communication
Receiver-
 Targeted audience of message
 Receiver gets message -> interprets->
perceives the message

35. Elements of Communication
Decoding-
 Act of translating symbols of
communication into meanings.

36. Elements of Communication
Action-
 When receiver understood the
message he responds through a
particular action

37. Elements of Communication
Feedback-
 Ensures that receiver has received
the message and understood it as
intended by the sender.

38. Choice of channel
Organisation size and policy
Cost factor
Nature of message
Distance involved
Resources

39. Channels of Communication
1 Formal Informal (Grapevine)
2 Downward Upward (Vertical)
3 Horizontal or
Lateral
Diagonal or
Crosswise
4 Internal External

40. Formal Channel of
Communication

41. Formal Channel of
Communication
 Official channel
 Established by management-
deliberately and consciously
 Line of communication for
transmission of messages
and information officially
within and outside the
organisation
Information
about
performance
Directive
information

42. Formal Channel of
Communication
Advantages Disadvantages
Follows unity of command Slow and time consuming
Subordinates are bound to
act within the purview of
responsibilities
May impede smooth and
accurate circulation of
information
Flow of orders,
instructions, etc. very
specific, clear and definite.
Lacks personal contact
and relationships
Effective control and
discipline in the
organisation
Possibility of distortion of
facts when the message
passes through various
levels
Helps in maintaining

44. Informal Channel of
Communication

45. Informal Channel of
Communication
 Also called grapevine.
 Takes place without giving regard to
hierarchical / task requirements.
 Personal rather than positional.
 Result of social interaction of people.
 Carries unofficial information about
management’s policies, plans,
performance, etc.
 Rumour is an undesirable feature of
grapevine.

46. Informal Channel of
Communication
Advantages Disadvantages
Can work as a powerful and
purposeful effective tool of
communication.
Tends to be fast
Valuable aid in communicating
organisational rules, values and
morals.
Carry large amount of
information but fairly inaccurate
information, because of
misinterpretation.
Helps in dissemination of
information about organisational
traditions and history.
Spreads rumours and carry
gossips.
Speedy transmission, feedback
value, support to other channels,
psychological satisfaction

47. Formal Communication v/s
Informal Communication
Basis Formal Informal
Origin Deliberately
structured
Spontaneous and
structured
Flow Prescribed Not prescribed
Authority Official channel Unofficial
Purpose To achieve
organisation goals
To satisfy personal
needs
Speed Slow Fast
Accuracy Accurate and
authentic
Often contains
rumours and gossips
Form Both oral and written Oral

48. Downward Communication

49. Downward Communication
 Vertical communication, which flows
from a higher level to one or more
lower levels in the organisation.
 Eg. Staff meetings, company policy
statements, company newsletter,
memos, face-to-face communication

50. Downward Communication
Advantages Disadvantages
Helps to tie different levels of
organisation.
Prone to considerable distortion.
Helps encouraging the
effectiveness of upward
communication through
feedback.
Some managers may purposely/
non-purposely filter
communication by withholding,
screening or manipulating
information
Managers tend to over-use one-
way communication methods,
such as memos, manuals,
newsletters, etc. thus litter
feedback from receiver.
Distortion/ dilution, delay,
filtering, too much or too less

51. Upward (Vertical)
Communication

52. Upward (Vertical)
Communication
 Vertical flow of communication from
lower level to higher level in the
organisation.
 Includes one-to-one meetings with
immediate superior, memos and
reports, grievance procedures, etc.
 Good staff relation facilitate free
upward communication.

53. Upward (Vertical)
Communication
Advantages Disadvantages
Create greater harmony and
mutual understanding between
management and employees
Often subordinates are reluctant
to speak freely to their superiors.
Managers get-
•Up-dation of progress of work
done
•Come to know about problems
faced by subordinates.
•Constructive suggestions and
innovative ideas from employees
.
Psychological, hierarchical
•Feedback, release of tension,
suggestions, mutual co-
operation, change

54. Horizontal or Lateral
Communication

55. Horizontal or Lateral
Communication
 Takes place between persons
operating at the same level.
 Helps in maintaining co-
ordination and review the
activities assigned to various sub-
ordinates.
 Keeps every department
informed of the needs and

56. Horizontal or Lateral
CommunicationAdvantages Disadvantages
Creates mutual
understanding and
trust between people
and departments
Rivalry can influence
individuals to hide
information.
Facilitates co-operation
and co-ordination
between different
departments
Lack of motivation
Problems can be
solved at the lower
level.

57. Diagonal or cross-wise
communication

58. Diagonal or cross-wise
communication
Takes place when persons
working as a lower level
interact with those at a higher
level across the limits of their
reporting relationships.

59. Diagonal or cross-wise
communication
Advantages Disadvantages
Co-ordination Resistance
Boosting morale Violation of limits of
commands
Speedy action Anarchy

60. Internal communication
 People within organisation communicate
with each other
Individual to Individual
Individual to group
Group to individual
Department to department
 Mostly oral and informal
 Informal communication/ grapevine
 Memo, report, office order, circular,
manuals, minutes of meeting, notice,
agenda, etc.

61. External communication
 When people in organisation
communicate with anyone
outside the organsiation
 Client, customer. supplier,
government, etc.
 Price list, tender documents, letter,
circular, brochure, advertisement,
press release, etc.

62. IMPORTANCE OF BUSINESS
COMMUNICATION
 Movement of
information
 Efficient and smooth
running of organsiation
 Promotion of
management efficiency
 Proper planning
 Basis of decision
making
 Basis of co-operation
 Means of co-ordination
 Establishment of public
relation
 Establishment of
effective leadership
 Assisting motivation
 Loyalty
 Goal accomplishment
 Industrial peace

63. External Factors affecting Business
Communication
Legal and Ethical Constraints
• International
Laws
• Domestic Laws
• Code of Ethics
• Stakeholder’s
interests
• Ethical
Frameworks
• Personal Values
Diversity Challenges
• Cultural
differences
• Language
barriers
• Gender issues
• Education
levels
• Age factors
• Nonverbal
differences
Team Environment
• Trust
• Team roles
• Shared goals
and
expectations
• Synergy
• Group reward
• Distributed
leadership
Changing Technology
• Accuracy and
security issues
• Telecommunication
s
• Software
applications
• Telecommuting
• Databases