MODULE NAME: BUSINESS COMMUNICATION

SOLVED TUTORIAL QUESTIONS

PART 01

QUESTIONS:
1. With examples and a newly sketched diagram, discuss the basic steps in the communication
process.
The communication process is the exchange of information, ideas, thoughts, and feelings
between two or more individuals or entities. The basic steps involved in the communication
process are as follows:
1. Sender: The sender is the person or entity that initiates the communication process.
The sender must have a clear idea of the message they want to convey and the audience
they want to convey it to.
Example: John wants to inform his team about the new project deadline.
2. Encoding: Encoding is the process of converting the message into a form that can be
easily understood by the receiver. The sender must use appropriate language, tone, and
gestures to convey the message effectively.
Example: John writes an email explaining the new project deadline and sends it to his
team.
3. Message: The message is the information, idea, thought, or feeling that the sender
wants to convey to the receiver. It is the content of the communication.
Example: John's message is that the new project deadline is two weeks earlier than
originally planned.
4. Channel: The channel is the medium through which the message is conveyed. It can
be verbal, written, or nonverbal.
Example: John uses email as the channel to communicate the message to his team.
5. Receiver: The receiver is the person or entity that receives the message. They must be
attentive and receptive to the message in order to understand it.
Example: John's team members receive the email from him.
6. Decoding: Decoding is the process of interpreting and understanding the message. The
receiver must be able to understand the message and its meaning.
 Example: John's team members read and understand the email, realizing that the new
project deadline is two weeks earlier than originally planned.
7. Feedback: Feedback is the response of the receiver to the message. It helps the sender
to know if the message was understood and received as intended.
Example: John's team members reply to the email, acknowledging that they received
and understood the message.
Here is a newly sketched diagram of the communication process:

2. Differentiate between hearing and listening/ effective and ineffective listening. With
examples explain some advantages of effective listening.
ANSWERS
Hearing and listening are two distinct processes.
Hearing is the act of perceiving sound waves, while listening is the process of making an
effort to understand or comprehend what is being said. In other words, hearing is a passive
and automatic process, whereas listening is an active and intentional process.
Effective listening involves paying attention to the speaker, understanding their message,
and responding appropriately. Ineffective listening, on the other hand, involves being
distracted, interrupting the speaker, and making assumptions.
For example, hearing a loud noise in the background while in a conversation is passive
hearing, while actively focusing on the speaker's message and asking clarifying questions
is effective listening.
Some advantages of effective listening include:

1. Building strong relationships: Effective listening helps to build trust and respect between
individuals, leading to stronger connections and better communication.
2. Solving problems: By actively listening to others, one can gain a better understanding of
their perspective and work together to find solutions to problems.
3. Improving productivity: Effective listening can lead to improved task completion as
individuals fully comprehend the instructions given to them and execute them correctly.
4. Enhancing creativity: By listening to different perspectives, individuals gain new insights
and ideas, leading to innovative solutions.
In conclusion, effective listening is a vital skill that helps individuals to build strong
relationships, solve problems, improve productivity and enhance creativity.
3. With examples differentiate social communication from business communication and
discuss the benefits of effective business communication in workplace.
ANSWERS
Social communication and business communication are two distinct types of communication
used in different settings.
Social communication refers to interpersonal communication between individuals in social
contexts, such as conversations with friends and family, or interactions on social media
platforms. Social communication is typically casual, informal, and relaxed.
Business communication, on the other hand, is a type of communication used in
professional settings to convey information, ideas, and instructions within an organization or
with external stakeholders such as clients, suppliers, and investors. Business communication
can be formal or informal, depending on the situation and the intended audience.
Examples of social communication may include chatting with friends over coffee,
sharing updates and experiences on social media, or catching up with loved ones over the
phone. Business communication, on the other hand, can include writing emails to colleagues,
delivering presentations to clients, or negotiating contracts with business partners.
Effective business communication is vital to the success of any organization. Some benefits of
effective business communication in the workplace include:
1. Improved productivity: Clear and concise messages help employees to understand their roles
and tasks, leading to improved productivity levels.
2. Better decision-making: Effective business communication helps individuals to gather and
analyze data, enabling them to make informed decisions that benefit the organization.
3. Stronger relationships: Positive business communication helps to build trust and respect
between colleagues, leading to stronger relationships and better teamwork.
4. Reduced conflicts: Effective communication can help to resolve conflicts quickly and
efficiently, minimizing the negative impact on the organization.
 In conclusion, social communication and business communication differ in their
settings, purpose, and formats. Effective business communication is crucial for the success
of any organization and can lead to improved productivity, better decision-making, stronger
relationships, and reduced conflicts.

4. Outline the common barriers to communication, and show how you would overcome them
to make your communication effective.
Common barriers to effective communication include:
1. Language barriers: Differences in language and vocabulary can make it difficult for
individuals to understand each other.
2. Cultural barriers: Cultural differences such as values, beliefs, and practices can lead to
misunderstandings and misinterpretations.
3. Physical barriers: Physical distance, noise levels, and other distractions can interfere with
communication.
4. Emotional barriers: Emotional states such as stress, anxiety, or anger can impact our ability
to effectively communicate.
5. Perceptual barriers: Differences in perception and interpretation of information can lead to
misunderstandings.
To overcome these barriers and make communication effective, one can take the
following steps:
1. Choose the right channel: Select a communication channel that is appropriate for the message
and the audience. For example, a face-to-face meeting or video call may be more effective
than an email for complex or sensitive issues.
2. Adapt to the audience: Tailor the communication style and language to suit the audience's
needs and preferences. For example, avoid technical jargon when communicating with non-
experts.
3. Listen actively: Practice active listening by paying attention to the speaker, asking clarifying
questions, and paraphrasing to ensure that you understand the message.
4. Avoid assumptions: Avoid making assumptions about the audience's knowledge, beliefs, or
intentions. Instead, seek to gain a better understanding by asking open-ended questions.
5. Clarify misunderstandings: If a misunderstanding arises, clarify it promptly by restating the
message, asking for feedback, and addressing any concerns the audience may have.
 In conclusion, barriers to effective communication can be overcome by choosing the
right channel, adapting to the audience, active listening, avoiding assumptions, and
clarifying misunderstandings. By practicing these strategies, communication can be made
more effective and successful.

5. With examples, discuss the main routes of communication is an organizations. Show how
culture can influence preference of a particular route of communication.
ANSWERS
The main routes of communication in an organization include formal, informal, and
nonverbal communication.
Formal communication refers to the structured and official communication channels within an
organization such as memos, reports, and meetings. Formal communication is typically written,
documented, and follows a specific hierarchy or chain of command. For instance, issuing
official statements, annual reports, or protocols.
Informal communication refers to the casual and unofficial communication channels
within an organization such as gossip, rumors, and social interactions. Informal communication
is typically oral, unstructured, and spontaneous. For example, chatting with colleagues over
lunch break or on the way to the elevator.
Nonverbal communication refers to the use of body language, facial expressions, and tone
of voice to convey messages. Nonverbal communication is important as it can enhance or
contradict the verbal content of a message. It can also convey emotions, attitudes, and
intentions.
Organizational culture can influence the preference for a particular route of
communication. For example, in a culture that values hierarchy and formal structures, formal
communication may be preferred. In contrast, in a culture that values openness and creativity,
informal communication may be more effective. In organizations where the employees come
from multiple cultures, it becomes increasingly important to align the communication practices
with the cultural preferences of these individuals.
For example, a study conducted by Huang and Chen (2018) found that in Chinese
organizations, the preference for formal communication was more prominent than informal
communication due to cultural values like respect for authority and collective orientation.
Similarly, in a study by Dugguh and Asikhia (2019), it was found that in Nigerian
organizations, formal communication channels like memos, directives, and bulletin boards
were preferred over informal channels due to cultural beliefs about organizational structure and
authority.
In conclusion, organizations use different channels for communication, including
formal, informal, and nonverbal communication. The choice for a particular route of
communication can be influenced by organizational culture, and in turn, impact the
effectiveness of communication in the organization. Understanding the cultural preferences of
employees can help organizations design effective communication strategies for their
workforce.

References:
Huang, Y. J., & Chen, W. Y. (2018). The influence of Chinese culture on formal and informal
communication in organizations. Frontiers of Business Research in China, 12(1), 1-27.
Dugguh, S. I., & Asikhia, O. U. (2019). Communication channels and organizational
effectiveness in the Niger Delta region of Nigeria. International Journal of Research and
Innovation in Social Science (IJRISS), 3(5), 154-162.

6. What do you understand by verbal communication? Discuss advantages and disadvantages

of both oral and written communication.
Verbal communication is a form of communication that involves the use of spoken
words to convey a message from the sender to the receiver. This type of communication is
common in interpersonal interactions, such as face-to-face conversations, phone calls, and
video chats.
Advantages of Oral Communication:
1. Immediate Feedback: Oral communication provides the opportunity for immediate
feedback, allowing the sender to clarify any misunderstandings and adjust their
message accordingly.
2. Personal Connection: Oral communication allows for a personal connection between
the sender and the receiver, as it allows for nonverbal cues and tone of voice to be
conveyed.
3. Easy to Understand: Oral communication is generally easier to understand, as it allows
for real-time explanations and clarifications.
Disadvantages of Oral Communication:
 1. Lack of Documentation: Oral communication does not provide a record of the message,
which can lead to misunderstandings or disputes in the future.
2. Limited Reach: Oral communication is limited to the number of people who can be
physically present for the conversation, making it difficult to communicate with a large
audience.
3. Subject to Distractions: Oral communication can be subject to distractions, such as
noise or interruptions, which can impact the clarity of the message.
Advantages of Written Communication:
1. Permanent Record: Written communication provides a permanent record of the
message, making it easier to refer back to or use as evidence in the future.
2. Wide Reach: Written communication can be easily disseminated to a large audience,
making it an effective tool for mass communication.
3. Time Flexibility: Written communication can be reviewed and responded to at any time,
providing flexibility for both the sender and receiver.
Disadvantages of Written Communication:
1. Lack of Personal Connection: Written communication lacks the personal connection of
oral communication, as nonverbal cues and tone of voice are not conveyed.
2. Delayed Feedback: Written communication can result in delayed feedback, as the
receiver may not respond immediately.
3. Misinterpretation: Written communication can be subject to misinterpretation, as the
tone or intent of the message may not be clear without nonverbal cues.
In conclusion, both oral and written communication have their advantages and disadvantages.
The choice of communication method should be based on the purpose of the message, the
audience, and the desired outcome. A combination of both methods can be effective in
achieving clear and effective communication.
Reference:
• Newman, A. (2020). Oral communication: Definition, advantages, disadvantages.
Business News Daily. https://www.businessnewsdaily.com/6651-oral-
communication.html
• Mind Tools Content Team. (n.d.). Written communication: Advantages and
disadvantages. Mind Tools.
https://www.mindtools.com/CommSkll/WrittenCommunication.htm