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CHAPTER-1

Business Communication • What is Communication? Communication is the transfer of information (also opinion, idea, attitude etc.) from a sender to a receiver with a view to making it understandable to the latter. The conditions are: First, there must be at least two persons involved in communication. Second, there must be some information to be communicated. Third, some attempt must be made to transmit this information.
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In the case of feedback the receiver acts as the sender and the steps are repeated. encoding.• The Communication Process: Communication process involves seven steps--thought. transmission. and understanding and feed-back. This process is shown in the next diagram. 2 . reception. decoding.

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written or spoken symbols and also nonverbal symbols to convey ideas from the sender to the receiver.• Elements of Communication: 1. Message: The message consists of both verbal. Receiver: The message receiver is the reader or listener and decoder of the message. depending upon whether the communication is written or oral. 4 . 4. Sender: One who sends a message is the writer or speaker. 2. Channel: Channel is the medium through which the message is sent. Sender is the encoder of the message. 5. Feedback: Feedback is the receiver’s reaction indicating to the sender whether or not the message has been understood and correctly interpreted. 3.

There is a person (sender) willing to pass on some information. The receiver understands the message (partly or wholly). 5 .• Communication Situation: Communication situation is deemed to exit if: 1. Another person (receiver) is there to whom the information is passed on. There is a feedback from the receiver. 4. 2. 3.

Interacting with environment 5. Helping delegation of authority and responsibility 7. Explaining policies and programs 8. Sharing ideas and information 3. Basis of effective leadership 2.Basis of information 6 . Developing company’s public image 6.• Importance of Communication in Business: 1. Rational decision making 4. Fulfilling organizational objectives through coordination 10. Understanding the problem of subordinates 9.

d) Government policies. 7 .• Objectives of Communication 1. Receiving or Passing Information *External Information: They relate to: a) Demands for products in the market. e) Technological developments. f) Changes in tastes and fashions etc. c) Supply of labor and raw materials. b) Strategies of competitors.

machinery and spare parts. b) Disciplinary conditions in the work palace. d) Demand for employees. c) Job assignments. In using information care should be taken about the following: a) Is the information coming from a reliable source? b) is it complete? c) Is it timely /recent? 8 .• Internal Information They relate to: a) Job performance of employees. raw materials. etc. e) Need for money.

opinions. c) The advice should be given for the betterment of the staff concerned. It flows either horizontally or downwards. There are some tips to make advice effective a) It should be given in such a way that it suits the need of the recipient. of individuals concerned. Giving Advice to Colleagues /Subordinates: Advice is given in order to influence the attitudes. b) The advisor should be courteous and polite. 9 . d) The recipient of advice should be given freedom to react.2. behavior etc.

Counseling the Problem Employees: 4. complete and clear. Issuing Orders: Asking somebody to do something. Types of Orders: a) Written and oral b) General and specific c) Mandatory and discretionary d) Procedural and operational Features of an effective order: a) Order must be precise. c) Order should be given in such a way that it is accepted cordially.3. b) Execution of order must not be impossible. 10 .

The art of persuasion a) The art of persuasion requires conviction on the part of the person who wants to persuade. To Persuade: Making someone to comply. should be used. b) The persuader should not impose himself on the receiver of his communication. most acceptable to the receiver.5. d) The arguments. 11 . c) A flexible mind of the receiver helps the persuader to persuade.

6. Educating employees and prospective consumers (a) Giving instruction to employees about better methods of work. Raising Morale and Motivation: Making employees to feel an inner urge to work to their full capability 7. Giving Warning Asking employees /customers to refrain from doing something. (b) Instructing consumers about the uses and abuses of products/services etc. 12 . 8.