Communication

Communication is a process of exchanging information, ideas, thoughts, feelings and

emotions through speech, signals, writing, or behavior. In communication process, a sender
(encoder) encodes a message and then using a medium/channel sends it to the receiver
(decoder) who decodes the message and after processing information, sends back
appropriate feedback/reply using a medium/channel.

Types of Communication
People communicate with each other in a number of ways that depend upon the message
and its context in which it is being sent. Choice of communication channel and your style of
communicating also affects communication. So, there are variety of types of
communication.
Types of communication based on the communication channels used are:
1. Verbal Communication
2. Nonverbal Communication
1. Verbal Communication
Verbal communication refers to the the form of communication in which message is
transmitted verbally; communication is done by word of mouth and a piece of writing.
Objective of every communication is to have people understand what we are trying to
convey. In verbal communication remember the acronym KISS(keep it short and simple).
When we talk to others, we assume that others understand what we are saying because we
know what we are saying. But this is not the case. usually people bring their own attitude,
perception, emotions and thoughts about the topic and hence creates barrier in delivering
the right meaning.
So in order to deliver the right message, you must put yourself on the other side of the table
and think from your receiver’s point of view. Would he understand the message? how it
would sound on the other side of the table?
Verbal Communication is further divided into:
 Oral Communication
 Written Communication
Oral Communication
In oral communication, Spoken words are used. It includes face-to-face conversations,
speech, telephonic conversation, video, radio, television, voice over internet. In oral
communication, communication is influence by pitch, volume, speed and clarity of
speaking.
Advantages of Oral communication are:
It brings quick feedback.
In a face-to-face conversation, by reading facial expression and body language one can
guess whether he/she should trust what’s being said or not.
Disadvantage of oral communication
In face-to-face discussion, user is unable to deeply think about what he is delivering, so this
can be counted as a
Written Communication
In written communication, written signs or symbols are used to communicate. A written
message may be printed or hand written. In written communication message can be
transmitted via email, letter, report, memo etc. Message, in written communication, is
influenced by the vocabulary & grammar used, writing style, precision and clarity of the
language used.
Written Communication is most common form of communication being used in business. So,
it is considered core among business skills.
Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the
types of written communication used for internal communication. For communicating with
external environment in writing, electronic mail, Internet Web sites, letters, proposals,
telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases are
used.
Advantages of written communication includes:
Messages can be edited and revised many time before it is actually sent.
Written communication provide record for every message sent and can be saved for later
 study.
A written message enables receiver to fully understand it and send appropriate feedback.
Disadvantages of written communication includes:
Unlike oral communication, Written communication doesn’t bring instant feedback.
It take more time in composing a written message as compared to word-of-mouth. and
number of people struggles for writing ability.
2. Nonverbal Communication
Nonverbal communication is the sending or receiving of wordless messages. We can say
that communication other than oral and written, such as gesture, body
language, posture, tone of voice or facial expressions, is called nonverbal
communication. Nonverbal communication is all about the body language of speaker.
Nonverbal communication helps receiver in interpreting the message received. Often,
nonverbal signals reflects the situation more accurately than verbal messages. Sometimes
nonverbal response contradicts verbal communication and hence affect the effectiveness
of message.
Nonverbal communication have the following three elements:
Appearance
-Speaker: clothing, hairstyle, neatness, use of cosmetics
-Surrounding: room size, lighting, decorations, furnishings
Body Language
-facial expressions, gestures, postures
Sounds
-Voice Tone, Volume, Speech rate
Types of Communication Based on Purpose and Style
Based on style and purpose, there are two main categories of communication and they
both bears their own characteristics. Communication types based on style and purpose are:
1. Formal Communication
2. Informal Communication
1. Formal Communication
In formal communication, certain rules, conventions and principles are followed while
communicating message. Formal communication occurs in formal and official style. Usually
professional settings, corporate meetings, conferences undergoes in formal pattern.
In formal communication, use of slang and foul language is avoided and correct
pronunciation is required. Authority lines are needed to be followed in formal
communication.
2. Informal Communication
Informal communication is done using channels that are in contrast with formal
communication channels. It’s just a casual talk. It is established for societal affiliations of
members in an organization and face-to-face discussions. It happens among friends and
family. In informal communication use of slang words, foul language is not restricted. Usually,
informal communication is done orally and using gestures.
Informal communication, unlike formal communication, doesn’t follow authority lines. In an
organization, it helps in finding out staff grievances as people express more when talking
informally. Informal communication helps in building relationships.
Communication
“Any act by which one person gives to or receives from another person, the information
about that person’s needs, desires, perceptions, knowledge, or affective
states. Communication may be intentional or unintentional, it may involve conventional or
unconventional signals, may take linguistic or non-linguistic forms, and may occur through
spoken or other modes.” Or in simple words;
Communication is the exchange of ideas, opinions and information through written or
spoken words, symbols or actions. Communication is a dialogue, not a monologue. In fact,
communication is more concerned with a dual listening process. For communication to be
effective, the message must mean the same thing to both the sender and the receiver.

Business Communication
Business Communication is any communication used to promote a product, service, or
organization – with the objective of making sale. In business communication, message is
 conveyed through various channels of communication including internet, print
(publications), radio, television, outdoor, and word of mouth.
In business, communication is considered core among business, interpersonal skills and
etiquette.
Historical Background
Thousands years ago, people used to communicate orally. Greeks used a phonetic
alphabet written from left to right. After that, many books appeared on written
communication principles. As a result of this, Greek started her very first library.
When communism was ruling China, communication had become the biggest challenge
not only within the vast government, but also between the government and people of
China. Postal services were then ;launched in China. Rome introduced the postal service
after China. After that paper and printing press was invented in china that made
communication much easier.
Hence, today’s principles of communication are founded on a mixture of ancient oral and
written traditions.
Organization
It’s an arrangements between individuals and groups in human society that structure
relationships and activities (Business, Political, Religious or social). In other words, an
organization is a group of people identified by shared interests or purpose, for example, a
“Bank”.
Lifeblood of an Organization
Communication is the lifeblood of an organization. If we could somehow remove
communication flow from an organization, we would not have an organization.
It is needed for:
 Exchanging information
 Exchanging options
 Making plans and proposals
 Reaching agreement
 Executing decisions
 Sending and fulfilling orders
 Conducting sales
When communication stops, organized activity ceases to exist. Individual uncoordinated
activity returns in an organization. So, Communication in an organization, is as vital as blood
for life.
Types of Business Communication
There are two types of business communication in an organization:
 Internal Communication
 External Communication
1. Internal Communication
Communication within an organization is called “Internal Communication”. It includes all
communication within an organization. It may be informal, formal function, or department
providing communication in various forms to employees.
Effective internal communication is a vital mean of addressing organizational concerns.
Good communication may help to increase job satisfaction, safety, productivity, and profits
and decrease grievances and turnover.
Under Internal Business Communication types, there come:
 Upward Communication
Upward communication is the flow of information from subordinates to superiors, or from
employees to management. Without upward communication, management works in a
vacuum, not knowing if the messages have been received properly, or if other problems
exist in the organization. By definition, communication is a two-way affair. Yet for effective
two-way organizational communication to occur, it must begin from the bottom.
Upward Communication is a mean for the staff to:
 Exchange information
 Offer ideas
 Express enthusiasm
 Achieve job satisfaction
 Provide feedback
 Downward Communication
Information flowing from the top of the organizational management hierarchy and telling
people in the organization what is important (mission) and what is valued (policies).
Downward communication generally provides information – which allows a subordinate to
do something. For example, instructions on how to complete a task. Downward
communication comes after upward communications have been successfully established.
This type of communication is needed in an organization to:
 Transmit vital information
 Give instructions
 Encourage 2-way discussion
 Announce decisions
 Seek cooperation
 Provide motivation
 Boost morale
 Increase efficiency
 Obtain feedback
Both Downward & Upward Communications are collectively called “Vertical
Communication”
 Horizontal/Literal communication
Horizontal communication normally involves coordinating information, and allows people
with the same or similar rank in an organization to cooperate or collaborate.
Communication among employees at the same level is crucial for the accomplishment of
the assigned work.
Horizontal Communication is essential for:
 Solving problems
 Accomplishing tasks
 Improving teamwork
 Building goodwill
 Boosting efficiency
2. External Communication
Communication with people outside the company is called “external communication”.
Supervisors communicate with sources outside the organization, such as vendors and
customers.
It leads to better:
 Sales volume
 Public credibility
 Operational efficiency
 Company profits
It should improve:
 Overall performance
 Public goodwill
 Corporate image
Ultimately, it helps to achieve:
 Organizational goals
 Customer satisfaction
We know that communication is a process of transmitting and receiving messages (verbal
and non-verbal). Communication is a dialogue not a monologue. So, a communication is
said to be effective only if it brings the desired response from the receiver.
Communication consists of six components or elements.
Components of Communication
1. Context
2. Sender/Encoder
3. Message
4. Medium
5. Receiver/Decoder
6. Feedback
Context
Every message (Oral or written), begins with context. Context is a very broad field that
consists different aspects. One aspect is country, culture and organization. Every
organization, culture and country communicate information in their own way.
Another aspect of context is external stimulus. The sources of external stimulus includes;
meeting, letter, memo, telephone call, fax, note, email and even a casual conversation. This
external stimuli motivates you to respond and this response may be oral or written.
Internal stimuli is another aspect of communication. Internal Stimuli includes; You opinion,
attitude, likes, dis-likes, emotions, experience, education and confidence. These all have
multifaceted influence on the way you communicate you ideas.
A sender can communicate his ideas effectively by considering all aspects of context
mentioned above.
Sender/Encoder
Encoder is the person who sends message. In oral communication the encoder is speaker,
and in written communication writer is the encoder. An encoder uses combination of
symbols, words, graphs and pictures understandable by the receiver, to best convey his
message in order to achieve his desired response.
Message
Message is the information that is exchanged between sender and receiver. The first task is to
decide what you want to communicate and what would be the content of your message;
what are the main points of your message and what other information to include. The
central idea of the message must be clear. While writing the message, encoder should keep
in mind all aspects of context and the receiver (How he will interpret the message).
Messages can be intentional and unintentional.
Medium
Medium is the channel through which encoder will communicate his message. How the
message gets there. Your medium to send a message, may be print, electronic, or sound.
Medium may be a person as postman. The choice of medium totally depends on the nature
of you message and contextual factors discussed above. Choice of medium is also influence
by the relationship between the sender and receiver.
The oral medium, to convey your message, is effective when your message is urgent,
personal or when immediate feedback is desired. While, when your message is ling,
technical and needs to be documented, then written medium should be preferred that is
formal in nature. These guidelines may change while communicating internationally where
complex situations are dealt orally and communicated in writing later on.
Receiver/Decoder
The person to whom the message is being sent is called ‘receiver’/’decoder’. Receiver may
be a listener or a reader depending on the choice of medium by sender to transmit the
message.Receiver is also influenced by the context, internal and external stimuli.
Receiver is the person who interprets the message, so higher the chances are of mis-
communication because of receivers perception, opinion, attitude and personality. There
will be minor deviation in transmitting the exact idea only if your receiver is educated and
have communication skills.
Feedback
Response or reaction of the receiver, to a message, is called ‘feedback’. Feedback may be
written or oral message, an action or simply, silence may also be a feedback to a message.
Feedback is the most important component of communication in business. Communication
is said to be effective only when it receives some feedback. Feedback, actually, completes
the loop of communication.
Block Form

5 Hill Street
Madison, Wisconsin 53700

March 15, 2005

Ms. Helen Jones

President
Jones, Jones & Jones
123 International Lane
Boston, Massachusetts 01234

Dear Ms. Jones:

Ah, business letter format-there are block formats, and indented formats, and modified block formats . . . and who
knows what others. To simplify matters, we're demonstrating the block format on this page, one of the two most
common formats. For authoritative advice about all the variations, we highly recommend The Gregg Reference
Manual, 9th ed. (New York: McGraw-Hill, 2001), a great reference tool for workplace communications. There seems to
be no consensus about such fine points as whether to skip a line after your return address and before the date: some
guidelines suggest that you do; others do not. Let's hope that your business letter succeeds no matter which choice
you make!

When you use the block form to write a business letter, all the information is typed flush left, with one-inch margins
all around. First provide your own address, then skip a line and provide the date, then skip one more line and provide
the inside address of the party to whom the letter is addressed. If you are using letterhead that already provides your
address, do not retype that information; just begin with the date. For formal letters, avoid abbreviations where
possible.

Skip another line before the salutation, which should be followed by a colon. Then write the body of your letter as
illustrated here, with no indentation at the beginnings of paragraphs. Skip lines between paragraphs.

After writing the body of the letter, type the closing, followed by a comma, leave 3 blank lines, then type your name
and title (if applicable), all flush left. Sign the letter in the blank space above your typed name. Now doesn't that look
professional?

Sincerely,

John Doe
Administrative Assistant

Indented Form
5 Hill Street
Madison, Wisconsin 53700

15 March 2005

Ms. Helen Jones

President
Jones, Jones & Jones
123 International Lane
Boston, Massachusetts 01234

Dear Ms. Jones:

Ah, business letter format--there are block formats, and

indented formats, and modified block formats . . . and who
knows what others. To simplify matters, we're demonstrating
the indented format on this page, one of the two most common
formats. For authoritative advice about all the variations,
we highly recommend The Gregg Reference Manual, 9th ed. (New
York: McGraw-Hill, 2001), a great reference tool for workplace
communications. There seems to be no consensus about such
fine points as whether to skip a line after your return
address and before the date: some guidelines suggest that you
do; others do not. Let's hope that your business letter
succeeds no matter which choice you make!

If you are using the indented form, place your address at

the top, with the left edge of the address aligned with the
center of the page. Skip a line and type the date so that it
lines up underneath your address. Type the inside address and
salutation flush left; the salutation should be followed by a
colon. For formal letters, avoid abbreviations.

Indent the first line of each paragraph one-half inch.

Skip lines between paragraphs.

Instead of placing the closing and signature lines

flush left, type them in the center, even with the address
and date above, as illustrated here. Now doesn't that look
professional?

Sincerely,

John Doe