Question 1

Business 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 oragnization. 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. It is essential for success and growth of an organization.
Communication gaps should not occur in any organization.
Business Communication is goal oriented. The rules, regulations and policies of a
company have to be communicated to people within and outside the organization. Business
Communication is regulated by certain rules and norms. In early times, business communication
was limited to paper-work, telephone calls etc. But now with advent of technology, we have cell
phones, video conferencing, emails, satellite communication to support business communication.
Effective business communication helps in building goodwill of an organization.

Business Communication can be of two types. First, Oral Communication - An oral

communication can be formal or informal. Generally business communication is a formal means
of communication such as meetings, interviews, group discussion, speeches and so on. Second,
Written Communication - Written means of business communication includes - agenda, reports,
manuals and so on.

Four Major Barriers to Business Communication

1. Distortion

It is imperative for the sender of a communication to ensure zero distortion caused by the lack of
clarity or incorrect framing of a message. Every communication must consider the
audience/reader first. Jargon may not be understood by those belonging to a different industry.
The receiver may be shy and not request further explanation leading to complete distortion of
information. The sender should also avoid sending an overload of information which is difficult
for the receiver to accept or absorb. Distortion may also occur when the recipient is not focusing
on the information. Due to poor reading/listening skills, a major error may occur in
communication. The recipient therefore must acknowledge fault and clarify any gap in
communication.
 2. Incorrect timing or place

The sender must be aware that a receiver may not be prepared to receive information. It is
imperative to understand what could be a suitable time to send a piece of information. The lunch
hour, or right before the receiver ends a day, is perhaps not the right time to communicate.
Again, for verbal communication, it is always preferred to find a quiet place where noise is not
an intrusion. The easiest way to ensure that the receiver is able to focus on the piece of
information is to send it in a written format. It enables the receiver to choose the time and place
to read the information and understand it, thereby leading to effective business communication.

3. Insufficient adjustment period: 

A receiver may require more time to respond to communication. The absence of sufficient time
to respond to a query or information may lead to a communication It may happen that the
receiver, in a rush, responds in affirmative and regrets the decision later. It is the responsibility of
the sender to understand such gaps caused by a rushed response and offer more time to the
receiver to react and respond to information.

4. Physical barriers
 Physical barriers are major causes of disruption in open communication. Any object that comes
between the sender and the receiver of the communication is a physical barrier. Take for example
a closed-door. A receiver inside a room with the door shut can make the sender less confident to
speak. Receivers hiding behind computer screens, stacks of paper, files or newspapers are not
open to communication, or that is how it is perceived by a sender. These are physical barriers to
communication. If the receiver leaves the door of the room open, or does not hide behind any
object, then they leave the channel of communication open for the sender. They thus become
more approachable for effective communication.
Question 2

The main 6 phases of business communication process are as follows:

1. Context - Communication is affected by the context in which it takes place. This context
may be physical, social, chronological or cultural. Every communication proceeds with
context. The sender chooses the message to communicate within a context.

2. Sender / Encoder - Sender / Encoder is a person who sends the message. A sender
makes use of symbols (words or graphic or visual aids) to convey the message and
produce the required response. For instance - a training manager conducting training for
new batch of employees. Sender may be an individual or a group or an organization. The
views, background, approach, skills, competencies, and knowledge of the sender have a
great impact on the message. The verbal and non-verbal symbols chosen are essential in
ascertaining interpretation of the message by the recipient in the same terms as intended
by the sender.

3. Message - Message is a key idea that the sender wants to communicate. It is a sign that
elicits the response of recipient. Communication process begins with deciding about the
message to be conveyed. It must be ensured that the main objective of the message is
clear.

4. Medium - Medium is a means used to exchange / transmit the message. The sender must
choose an appropriate medium for transmitting the message else the message might not
be conveyed to the desired recipients. The choice of appropriate medium of
communication is essential for making the message effective and correctly interpreted by
the recipient. This choice of communication medium varies depending upon the features
of communication. For instance - Written medium is chosen when a message has to be
conveyed to a small group of people, while an oral medium is chosen when spontaneous
feedback is required from the recipient as misunderstandings are cleared then and there.
5. Recipient / Decoder - Recipient / Decoder is a person for whom the message is
intended / aimed / targeted. The degree to which the decoder understands the message is
dependent upon various factors such as knowledge of recipient, their responsiveness to
the message, and the reliance of encoder on decoder.

6. Feedback - Feedback is the main component of communication process as it permits the

sender to analyze the efficacy of the message. It helps the sender in confirming the
correct interpretation of message by the decoder. Feedback may be verbal (through
words) or non-verbal (in form of smiles, sighs, etc.). It may take written form also in
form of memos, reports, etc.
Question 3

4 Componants of Nonverbal Communication

Scientific research on nonverbal communication and behavior began with the 1872
publication of Charles Darwin's The Expression of the Emotions in Man and Animals. Since that
time, abundant research has been conducted regarding types, effects, and expressions of
unspoken communication and behavior. While these signals are often so subtle that we are not
consciously aware of them, research has identified several different nine types of nonverbal
communication.

1. Facial Expressions

Facial expressions are responsible for a huge proportion of nonverbal communication.

Consider how much information can be conveyed with a smile or a frown. The look on a
person's face is often the first thing we see, even before we hear what they have to say.While
nonverbal communication and behavior can vary dramatically between cultures, the facial
expressions for happiness, sadness, anger, and fear are similar throughout the world.

2. Gestures

Deliberate movements and signals are an important way to communicate meaning without
words. Common gestures include waving, pointing, and using fingers to indicate numeric
amounts. Other gestures are arbitrary and related to culture.In courtroom settings, lawyers have
been known to utilize different nonverbal signals to attempt to sway juror opinions. An attorney
might glance at his watch to suggest that the opposing lawyer's argument is tedious or might
even roll his eyes at the testimony offered by a witness in an attempt to undermine his or her
credibility.These nonverbal signals are seen as being so powerful and influential that some
judges even place limits on what type of nonverbal behaviors are allowed in the courtroom.

3. Body Language and Posture

Posture and movement can also convey a great deal of information.Research on body
language has grown significantly since the 1970s, but popular media have focused on the over-
interpretation of defensive postures, arm-crossing, and leg-crossing, especially after publishing
Julius Fast's book Body Language.While these nonverbal behaviors can indicate feelings
and attitudes, research suggests that body language is far more subtle and less definitive than
previously believed.
 4. Eye Gaze

The eyes play an important role in nonverbal communication and such things as looking, staring
and blinking are important nonverbal behaviors. When people encounter people or things that
they like, the rate of blinking increases and pupils dilate. Looking at another person can indicate
a range of emotions including hostility, interest, and attraction. People also utilize eye gaze as a
means to determine if someone is being honest. Normal, steady eye contact is often taken as a
sign that a person is telling the truth and is trustworthy. Shifty eyes and an inability to maintain
eye contact, on the other hand, is frequently seen as an indicator that someone is lying or being
deceptive.

4 Componants of Verbal Communication

1. Sound

Sound is the fundamental component of oral type of verbal communication. Without sound, oral
communication cannot be initiated. Sound can include use of words/ language or any other
expressions to communicate to another person. Even a new born baby uses sound in form of a
cry or giggle to communicate their needs for being fed or happiness. Therefore, while using oral
mode of communication, sound remains an irreplaceable component of the communication
process.

2. Words

Word is the most important component of verbal communication (both oral and written). Verbal
communication is not possible without the use of words. Many times, even a standalone word in
itself is enough to communicate your thoughts to another person. Word has a lot of power and
they can be put together to build larger elements of language such as sentences and phrases.
Were spoken, there should be clarity in words so that there can be proper and effective
communication. An important thing to take care in oral communication is using simple, small
and those words which are easy to understand. The way we talk, the words we choose to use are
important aspects of communication.
 3. Speech

Speech is a more advanced component of verbal communication. It is the skill to use the sounds
that help to form the language crisp and clear. It also refers to the accurate articulation and
unique sounds in a specific order to convey meaning. For speech to be effective in a relationship
or in a public setting it should be conveyed with proper thought process and proper use of words
so that no one finds it offensive. Also, an individual‟s personality and background reflect in
his/her speech. Therefore, an acceptable conduct/approach should be used for speech to be
successful and at the same time to avoid any misunderstanding in the communication. Speech is
a mode used to share feelings with one another either in personal or public domain. When
delivered effectively it enhances the interpersonal relations. On personal level, it improves trust,
creates comfort zone and respect. In public domain, an effective speech delivered to larger
audience motivates and encourages them. It can help the speaker to connect with them at the
grass root level. On the other hand, if the articulation is not proper in the speech, it can have a
negative impact on the listener. Effective speech helps to communicate the matters with such
fineness that another person should be able to relate himself to that situation and feel it. It
requires some effort for most people in terms of learning the rules of speech and practicing it.
Always follow the rule of “think before you speak”. Aside from communicating ideas, speech
also leaves lasting impressions.

4. Language

Language is another component of communication using words either spoken or gestured. It

makes use of words along with grammar. A language usually has a script or writing system in
place which is used while oral or written communication. It comes into existence when different
words are put together to form a meaningful phrases or sentences. There are different languages
spoken around the world which reflects the culture and diversity of people in different regions.
Language helps in easy communication and sharing of ideas.