UNIVERSITY INSTITUTE OF ENGINEERING

COMPUTER SCIENCE ENGINEERING

Bachelor of Engineering
Communication Skills
UCT-141

BUSINESS COMMUNICATION DISCOVER . LEARN . EMPOWER

 • Space for visual (size 24)

Business
Communication
Course Outcome
CO Title Level
Number

CO1 Apply
Produce contextual written text and speech.

CO2 Create
Write original short compositions, in the form of
paragraph writing, business correspondence, blogs etc.
CO3 Exhibit strategic competence to relate both spoken & Apply
written English to a wide range of communication
situations.
CO4 Demonstrate linguistic competence- through accuracy Understand
in grammar, pronunciation and vocabulary.
CO5 Justify their stand in spoken and written English through Analyze
logical support and argument.
 Topics
• Communication - Meaning
• Business Communication - Definition
• Importance
• Process
• Types – One-way/Two-way, Verbal/Non- Verbal, Oral/Written,
Formal/Informal, Upward, Downward, Lateral, Intrapersonal,
Interpersonal, Organizational,
Mass Communication
• Models – SMCR, Shannon Weaver

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 What is Communication?

 Derived from the Latin word "communis," meaning to

share.

 Communication is exchange of thoughts,

messages, or information by speech, visuals,
signals, writing, or behaviour.

 Transmission of an idea or feeling so that the sender

and receiver share the same understanding.

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 Definition

“Communication is a process involving the

selection, production and transmission of
signs in such a way as to help a receiver
perceive a meaning similar to that in the mind
of the communicator.”
-Fotheringham

DeskAlerts.com 5
 Business Communication -
Definition
Business communication is the
sharing of information between
people within an organization that is
performed for the commercial benefit
of the organization.

effectivecommunicationadvice.com 6
 Importance

In the professional world, communication

decides a person’s career curve - better the
communication skills, higher are the chances
of touching the zenith of success.
The new global and diverse workplace
requires excellent spoken and written
communication skills.

VitalSmartsIndia.com 7
 Process of Communication

Information is encoded, channeled and sent by a sender to a

receiver via some medium.
All forms of communication require a sender, a channel, a
message, a receiver and the feedback.
A hindrance in the communication process is called noise.

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www.comunis.com 9
 Components of Communication

Sender - Initiates the communication

process by developing an idea into a
message known as encoding.

Channel - The sender transmits the

message through a channel e.g. e-mail,
phone conversations, face-to-face
discussion or even a text message.

www.scholarsu.com 10
 Components of Communication

• Receiver – Completes the communication process by interpreting

and assigning meaning to the message known as decoding.

• Feedback – Ensures message was properly received and interpreted.

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 Types

•One-way , Two-way
•Verbal(Oral & Written), Non-verbal
•Formal, Informal(Grapevine)
•Upward, Downward, Lateral
•Interpersonal, Intrapersonal, Organizational, Mass Communication

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 One way Communication

Transfer of information in one direction from

the sender to the receiver.

There is no opportunity for the receiver to

give feedback to the sender. E.g. weather
report on television, newspaper, billboard
messages.

www.workbetter.com 13
 Two-way Communication

Transmission in which both parties are

involved to transmit information is referred
as interpersonal communication.

E.g.. Chat rooms and Instant Messaging,

Telephone conversations etc.

TeamToq.com 14
 Verbal Communication

Language as a vehicle of communication is used in

• Oral communication – A face-to-face interaction between
sender and receiver. E.g. Giving a presentation.
 Written Communication – The sender uses the written
mode to transmit his/her message. E.g.. Writing reports and
emails.

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 Non Verbal Communication

When
. a message is communicated without
using a word, the process requires non-verbal
cues to be transmitted and received.
Eg. facial expressions, posture, eye contact,
walk, person’s voice, sign language, body
language volume, pitch, voice modulation etc.
Communication includes both verbal and
non-verbal forms.
TutorialsPoint.com 16
 Formal Communication
• Communication through formal channels in
organization structure along the lines of
authority established by management.

• Such communications are in writing and

may take any form; policy; manual:
procedures and rule book; memoranda;
official meetings; reports, etc.

Enmain.com 17
 Informal Communication
• Communication through channels other
than formal channels.

• Does not follow lines of authority.

• Communication is usually oral and may

be covered even by simple glance,
gesture or smile or silence.

www.informalnetworks.com 18
Formal Informal
Official Channel Unofficial Channel
.Planned & Systematic Cuts across formal relationships

Goal and task oriented Individual Goal and need oriented

Impersonal Personal & Social

Stable and rigid
Slow & Structured
Authentic – little chance of
distortion
Flexible and instable
Fast & unstructured
Non- Authentic - bigger chance of
distortion
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 Grapevine

• Informal communication

• Stretches throughout the

organization in all directions

• Irrespective of the authority

levels.

• Not easy to trace the cause

www.OpenSpeaking.coma 20
 Grapevine
.

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 Downward Communication
• Communication flows downwards.

• All information in this medium is

usually in form of instructions,
directions and orders.

• The direction of communication

strengthens the authoritarian
structure of the organization.

Eduonix.com 22
 Upward Communication

•The process of information flowing from the

lower levels of a hierarchy to the upper
levels.

•The function of upward communication is to

send information, suggestions, complaints
and grievances of the lower level workers to
the managers above.

wiseGEEK.com 23
 Lateral/Horizontal
Communication
•This type of communication takes place
between persons at the same level or
working under the same executive.
•The main use is to maintain
coordination and review activities
assigned to various subordinates.

BMS.co.in 24
 Interpersonal Communication

• The exchange of information

between two or more people.

• It is the process by which people

exchange information, feelings
and meaning through verbal and
non-verbal messages.

www.scholarsu.com 25
 Intrapersonal Communication

• It is the communication which

takes place within one’s own
self.

• This implies individual reflection,

contemplation and meditation.

lookafter247.com 26
 Organizational Communication

• A process by which activities of the

organization are coordinated
to reach the goals of both individuals and
the organization.

• Leads to effective management in the

workplace.

Wordpress.com 27
 Mass Communication

• Means of conveying messages to an

entire populace.

• Tools of modern mass media include

books, the press, cinema, television,
radio, internet etc.

Iversity.com 28
Models of Communication

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 SMRC
Model of Communication

The SMCR (Source-Message-Channel-Receiver) Model was

originally developed by Claude Shannon and Warren Weaver and
altered by David Berlo, but the latest credit has been given to Wilbur
Schramm for his interactive interpretation.

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.

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 Source
The source is were the message originates.
• Attitudes – The attitude towards the audience, subject and towards one
self.

• Knowledge– The knowledge about the subject.

• Social system – Various aspects in society like values, beliefs, culture,

religion etc.

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 Message

• Encoder -The sender of the message is the encoder.

• Content – The beginning to end of message comprises its content.

• Elements – It includes language, gestures, body language etc.

• Treatment – The way the message is conveyed or passed on or

delivered.

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 Channel

• Hearing: The use of ears e.g. oral messages, interpersonal etc.

• Seeing: Visual channels for e.g. TV can be seen and the message is

delivered.

• Touching: The sense of touch e.g. we touch and buy food, hugging etc.

• Smelling: Smell for e.g. perfumes, food, charred smell.

• Tasting : The tongue also can be used to decipher e.g. Food

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• Decoder : Who receives the message and decodes it is the
decoder.

• Receiver: The receiver needs to have all the details like the
source of the message.

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 Criticism of Berlo's SMCR model
of communication:
• No feedback / don’t know about the effect

• Does not mention barriers to communication

• No room for noise

• Needs people to be on same level for communication to occur but not true
in real life.

• The model omits the usage of sixth sense as a channel which is actually a
gift to the human beings (thinking, understanding, analyzing etc).
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 Shannon Weaver
Model of Communication

• The Shannon–Weaver model of communication has been called the

“mother of all models” for effective communication.

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 Shannon Weaver
Model of Communication
• Sample text here (16)

comunis.com 38
 Shannon- Weaver Model

Concepts:

Sender, message, transmitter, signal, channel, noise, receiver,

information destination, probability of
error, encoding, decoding, information rate, channel capacity, etc.

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 Elements of the Model

• Sender : The originator of message or the information source selects the

desired idea/message

• Encoder : The transmitter which converts the message into signals or

code.

For example: In telephone the voice is converted into wave signals and it
transmits through cables

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• Decoder : The reception place of the signal which converts
signals into message. A reverse process to encoding.

• Receiver : The destination of the message from sender

• Noise: The messages are transferred from encoder to decoder

through channel.

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Barriers to Communication

Wikifinancepedia.com 42
 Barriers to Communication
A problem that causes our communication to be distorted is known as a
barrier to effective communication.

There are 4 types of barriers to communication

1. Physical barriers

2. Psychological barriers

3. Semantic blocks

4. Organizational Barriers

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 Physical Barriers

• Distance: Communication gets

obstructed in long distance.

• Noise: External sources and

affects the communication
process. Noise negatively affects
accuracy

infocapitalhumano.pe 44
 Psychological Barriers

• Perception: – The process of accepting and interpreting information by

receiver is different for everyone.

• Filtering: – Knowingly or unknowingly some valuable information may be

disclosed. E.g.. telling the receiver what he/she wants to hear

• Emotions: – How a sender/ receiver feels when sending/interpreting a

message . E.g.. anger, het, mistrust, jealousy etc.

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 Psychological Barriers

• Viewpoint: – If receiver doesn’t get clear

message and ignores without hearing, the
message creates an obstruction as the
person may add his/her own viewpoint.

• Defensiveness: – When a person feels

threatened he/she may refuse to
communicate further.

Scoopit.com 46
 Semantic Barriers

The use of difficult and multiple use of languages, words, figures, symbols
create semantic barriers.

• Language: – Meaning sent by sender can be quite different from the

meaning understood by receiver. Long and complex sentences create
problems in communication

• Jargons: – Technical or unfamiliar language creates barriers. Message

should be simple and condensed.

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 Organizational Barriers
• Organizational goals, regulations, structure and
culture.

• Poor planning in designing, encoding, channel

selection and conflicting signals in organization.

• Structure complexities:- Difficult organizational

structure causes problems in free flow of
information.

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• Status differences: – Different information is provided by different
superiors or subordinates about plans and policies.

• Organizational distance:- Distance between sender and receiver.

• Information overload: – Too much information is given in a short period

the receiver suffers from information overload.

• Timing: – Communication can be obstructed if the information is not

provided in time.

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 Assessment Pattern
Students are assessed on the basis of the following parameters:

• Hourly Test-2
• Assignments
• Surprise Test
• Quiz
• End Semester Exam

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 APPLICATIONS
• Applicable in both personal and professional life
• Good communication skills help students to sharpen their interpersonal
skills

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 REFERENCES

• www.notesdesk.com/.../business-communications/business-
communication-

• www.businessdictionary.com/definition/business-communication.html

• www.managementstudyguide.com/business_communication.htm

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 THANK YOU

For queries
Email: UCT.141a@gmail.com