Business Communication

Introduction
to
Communication

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Cengage Learning Mallika Nawal
Topical Outline
Communication Thoughts
Communication Process
Process – The Sender
Process – Encoding/Decoding
Process – The Message
Process – The Medium & Channel
Process – The Feedback
Process – The Noise
Types of Communication
Familiar vs. Unfamiliar words
Familiar vs. Unfamiliar words: Example
Long vs. Short words
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Topical Outline
Long vs. Short words: Example
Connotative vs. Denotative words
Abstract vs. Concrete words
Ladder of Abstraction
Abstract vs. Concrete words: Example
Turning Abstract to Concrete
Politically Incorrect Language
Profanity in Language
The Lexiconic Life Cycle
Word Whiskers
Nonverbal Communication
Proxemics (Space)
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Topical Outline
Haptics (Touch)
Meaning of Touches
Chronemics (Time)
Artifacts (Objects)
Physical Appearance
Barriers to Communication
Language
Semantics – ‘Mischievous Only’
Degree of Knowledge & Bypassing
Inflections & Poor Listening Skills
Perception & Frame of Reference
Personal Interests & Speed of Thought
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Topical Outline
Physical Distractions & Lack of Trust
Inadequate Feedback & Hierarchy
Channel & Emotional Interference

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Communication Thoughts
• Communication is an inherent need present in us
through which we convey to the other person what
we want from them and/or the interaction.
• Communication is not just about the language. The
words are only instruments, which help in carving
out the perfect message.
• Effective communicators are creative and flexible in
the way they communicate. This flexibility helps
them adapt to the situation and mould the
communication to achieve the objective.

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Communication Process

Noise Message Noise

Encode Decode

Sender CHANNEL Receiver

Decode Encode

Noise Feedback Noise

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Process – The Sender
• “Initiator” of the message
• Goal: Transit/convey message to the receiver
• Must choose appropriate verbal/non-verbal codes
• Encoding depends on Sender’s communication skills,
experiences, attitudes, beliefs and perceptions

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Process – Encoding/Decoding

Type Language Function Example

Referential Giving information It’s raining.
Expressive Expressing feelings or attitudes It’s bloody pissing down again!
Conative Influencing behavior Stay indoors till it stops raining!
Phatic Establishing social relationships Nasty weather again, isn’t it?
Metalingual Referring to nature of the This is the weather forecast.
interaction
Poetic Foregrounding textual features It droppeth as the gentlest rain from
heaven.

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Process – The Message
• Message – “Encoded idea transmitted by sender to
receiver
• “KISS” Principle – Keep It Short and Simple!
• The Content – The idea within the message.
• The Treatment – The ordering of the content
• Effective Communication is knowing “when” to say
“what”

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Process – The Medium & Channel
• Medium – both verbal (oral/written) and non-verbal
• Channel – Face-to-Face, Speech, Telephone, E-mails,
Letters, Memos, Billboards
• The objective of the communication decides the
selection of the medium and channel

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Process – The Feedback
• Feedback helps the sender determine if the message
transmission has been successful
• Feedback may be verbal or non-verbal

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Process – The Noise
• Noise is an “obstruction,” that hampers the
transmission of the message/feedback
• Noise can be divided into:
• External noise
• Internal noise
• Semantic noise

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Types of Communication
Verbal Communication
Familiar vs. Unfamiliar words
Long vs. Short words
Connotative vs. Denotative words
Abstract vs. Concrete words
Political correctness
Profanity in language
The Lexiconic Life Cycle
Word Whiskers
Non-verbal communication
Kinesics (Bodily activity)
Proxemics (Space)
Paralanguage (Voice)
Haptics (Touch)
Chronemics (Time)
Artifacts (Objects)
Physical Appearance
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Familiar vs. Unfamiliar words
• Communicate to express, not impress!
• Prefer ‘happy’ to ‘exultant’
• Prefer ‘angry’ to ‘livid’
• Prefer ‘joy’ to ‘euphoria’
• Prefer ‘try’ to ‘endeavor’
• Prefer ‘do’ to ‘perform’
• Prefer ‘find out’ to ‘ascertain’
• Prefer ‘gives’ to ‘generates’

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Familiar vs. Unfamiliar words: Example
Letter sent to US President Franklin Roosevelt by the
Director of Civil Defense:

Such preparation shall be made as will completely

obscure all Federal buildings and non-Federal buildings
occupied by the Federal Government during an aid raid
for any period of time from visibility by reason of
internal or external illumination. Such obscuration may
be obtained either by blackout construction or by
terminating the illumination.

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Familiar vs. Unfamiliar words: Example
Roosevelt, however, rewrote the letter:

Tell them that in buildings where they have to keep the

work going to put something over the windows; and in
buildings where they can let the work stop for a while,
turn out the lights.

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Long vs. Short words
• Keep it short and simple!
• Prefer ‘huge’ to ‘enormous’
• Prefer ‘opening’ to ‘inauguration’
• Prefer ‘end’ to ‘terminate’
• Prefer ‘use’ to ‘utilize’
• Prefer ‘help’ to ‘assistance’
• Prefer ‘rush’ to ‘expedite’
• Prefer ‘salary’ to ‘remuneration’
• However, not all short words are easier to
understand. For example, mulish (stubborn) or onus
(responsibility).
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Long vs. Short words: Example
Long Words Short Words
The decision was predicated on the The decision was based on the belief that
assumption that an abundance of monetary there would be more money.
funds was forthcoming.
The antiquated calculator is ineffectual for The old calculator is useless for solving
solving sophisticated problems. difficult problems.
It is imperative that the remuneration It is important that the pay hikes be
increments be terminated. stopped.
The adjudicators’ verdict was based on her The jury’s ruling was based on her past sins.
previous peccadilloes.
Erstwhile Union of Soviet Socialist Republics Former USSR comprised of 15 nations that
comprised of 15 countries that separated split off from the Soviet Union in December
from the Union of Soviet Socialist Republics 1991.
in December 1991.

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Connotative vs. Denotative words
Term Denotative Meaning Connotative Meaning

Car An automobile with four wheels used Ferrari Maruti 800

for transportation
Home Place of residence Mansion Hut
A telecommunication medium to
Television transmit, receive and display moving LCD/Plasma B/W TV
images
Kill To deprive someone of life Homicide Murder
Prison A place of confinement Jail Correctional Facility
Inquisitive Eager for knowledge Curious Nosy
Talk Exchange of verbal ideas Discussion Gossip

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Abstract vs. Concrete words
• Concrete words are used for specific objects, which
can be perceived by one of our five senses.
• Abstract words, on the other hand, are used for
emotions, concepts, feelings, events, and intangible
elements.
• Example of Concrete words: a desk, a chair, a
computer, a vase, 102 degrees, etc.
• Examples of Abstract words: love, justice, moral,
freedom, symphony, irony, etc.

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Ladder of Abstraction

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Abstract vs. Concrete words: Example
• Abstract: I will give you the report as soon as possible.
• Concrete: I will email you the report by 5:00 p.m.

• Abstract: Our revenues have improved.

• Concrete: Out revenues have increased by 30% for the
fourth quarter.

• Abstract: To excel in college, you will have to work hard.

• Concrete: To excel in college, you will have to attend all
lectures, prepare all notes, prepare for the lectures in
advance, and complete several practice tests.
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Turning Abstract to Concrete
• Abstract + Abstract – democracy with consensus

• Metaphors – the world is a stage

• Similies – as blind as a bat

• Personification – The hour hand on my watch told me it

was time for the meeting

• Allusion – The boss’ love for superfluous risks is his

Achilles heel.
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Politically Incorrect Language
Politically Incorrect Version Politically Correct Version
Forefathers Ancestors
Policeman Police Officer
Firemen Fire Fighters
Steward/Stewardess Flight Attendant
Workman Worker
Cameramen Camera Crew
Manpower Employees/Staff
Salesman/Saleswoman Sales Executive
Housewife Homemaker

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Profanity in Language
Profanity Types Description
Dysphemistic profanity When profane language is used to make the receiver
think about negative and/or provocative matter; for
instance, “I will go and take a piss.”
Abusive profanity When profane language is used to insult the receiver;
for instance, “Bloody Negro!”
Idiomatic profanity When profane language is used to arouse interest or
to show off; for instance, “Shit! I got screwed last
night.”
Emphatic profanity When profane language is used to emphasize a point
by swearing; for instance, “Frankly my dear, I don’t
give a damn!”
Cathartic profanity When profane language is used in reaction to
unfortunate incident; for instance, “Shit, I spilled my
coffee!”

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The Lexiconic Life Cycle
• Lexicon – Collection of words, phrases, and
expressions that make up a language.
• Etymology – Study of words – their origin, form,
historical development, growth and decline
• Some words also get added to the lexicon owing to
their frequency of use and familiarity. For example,
the word “Google” was added in 2006.

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Word Whiskers
• Word Whiskers – Meaningless sounds, words, or
phrases injected into a speech when a speaker has
run out of words and is searching for words.
• Examples: umm, eh, err, okay, like, anyway, etc.
• This can be eliminated by practicing what to say and
by inserting appropriate pauses.

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Nonverbal Communication
• Message Effectiveness =
7% (verbal)+38% (vocal)+55% (facial)
• Several Components:
• Kinesics (bodily activity) – Chapter 3
• Proxemics (space)
• Paralanguage (voice) – Chapter 4
• Haptics (touch)
• Chronemics (time)
• Artifacts (objects)
• Physical Appearance

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Proxemics (Space)
• Term ‘proxemics’ coined by Edward T. Hall (1963)
• Study of space and spatial distance
• Four Space Bubbles:
• Intimate Space
• Personal Space
• Social Space
• Public Space

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Haptics (Touch)
• Study of human touch and its implication in
communication
• According to Heslin (1974), there are five categories:
• Functional/professional touch
• Social/polite touch
• Friendship/warmth touch
• Love/intimacy touch
• Sexual/arousal touch

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Meaning of Touches
• There are 7 broad categories:
• Positive affect touches
• Playful touches
• Control touches
• Ritualistic touches
• Task touches
• Hybrid touches
• Accidental touches

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Chronemics (Time)
• Study of time and its implication in communication
• Time often viewed as a commodity, which can be
earned, saved, spent, or wasted.
• Concept of time varies from culture to culture
• Time has 2 perspectives: monochronic perspective
(focused view – one job at a time) & polychronic
(fluid concept – multitasking).

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Artifacts (Objects)
• Artifacts – Material objects used as a form of
nonverbal communication to express an individual’s
identity.
• We select artifacts on the basis of
• how we see ourselves
• how we would like others to see us
• Artifacts are also used to convey status and power
• Artifacts can help reveal a lot about an individual.
• Since much can be determined and communicated
with the use of artifacts, one needs to be conscious
of the unconscious messages that may be sent out
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Physical Appearance
• Physical appearance refers to physical characteristics
or physical features of an individual.
• It includes body type (height, weight, muscle tone,
etc.); hair type (hair color, hair texture, hair length,
hair style, etc.); face (facial features, facial hair, skin
tone, skin color, etc.); and so on.
• Attractive individuals earn 10-15% more than their
unattractive counterparts.

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Barriers to Communication
• Language • Lack of trust
• Semantics • Inadequate feedback
• Degree of knowledge • Hierarchy
• Bypassing • Channel or medium
• Inflections • Emotional interference
• Poor listening skills
• Perception
• Frame of reference
• Personal interests
• Speed of thought
• Physical distractions
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Language
• Language is a system of words, sounds, and symbols
that functions as the communication medium
between the sender and the receiver
• For accurate encoding/decoding, it is necessary that
both the sender and the receiver ascribe the same
meaning to the word, sound, or symbol
• Use familiar words
• Pay attention to the diction and pronunciation

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Semantics – ‘Mischievous Only’
The “Only” Meaning
Only he said; he loved her. So, no one else loves this poor girl?

He only said; he loved her. He just said that he loved her; he didn’t say anything else.

He said; only he loved her. He emphasized that he was her lone lover.

He said, he only loved her. He emphasized that he did not love anyone else.

He said; he loved only her. He emphasized that she was his lone lover.

He said; he loved her only. He reassured her that he loved her.

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Degree of Knowledge & Bypassing
• The gap in the knowledge level of the sender and
receiver can become a barrier
• Ego of the sender or the receiver is another problem

• Bypassing is miscommunication that occurs when the

encoded message and the decoded message are
different in their meaning.
• Bypassing can happen in 2 ways:
• Same word – different meanings
• Different words – same meaning

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Inflections & Poor Listening Skills
• Inflections refers to the change in the form of the
word to express tenses, mood, gender, count (i.e.
singular or plural), etc.
• Inflection also refers to the change in the voice pitch
or tone.
• Most of us ‘hear’ without bothering to ‘listen’
• Selective listening is another barrier to effective
communication

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Perception & Frame of Reference
• Perception is how we derive meaning out of sensory
information.
• Hence, perception is highly subjective and varies
from person to person.
• Then there is the frame of reference, which is
created over time and is influenced by our culture,
values, education, experience, etc.
• It includes the sender’s and the receiver’s
preconcieved notions and personal biases.

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Personal Interests & Speed of Thought
• Individuals tend to listen more attentively when the
message being transmitted interests them.
• Moreover, the rate at which we process thoughts is
three times the rate at which we speak.
• Hence, the receiver tends to get bored during the
communication process.

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Physical Distractions & Lack of Trust
• Physical distractions are bodily distractions that
obstructs the communication process.
• Example – uncomfortable chairs, hot weather, noisy
classrooms, etc.
• If trust and respect is missing between the sender
and the receiver, the message/feedback will not be
encoded/decoded properly.

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Inadequate Feedback & Hierarchy
• Without proper feedback, the sender cannot
determine if the message has accurately reached the
receiver.
• Greater the levels of hierarchy in an organization,
more is the obstruction.
• Barrier is also observed when communication occurs
between people of different levels.

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Channel & Emotional Interference
• Channel noise examples: Illegible handwriting,
blotchy printouts, discolored or faded printouts,
firewalled e-mails.
• Communicating while being angry is NEVER a good
idea. One only ends up with hurt egos,
misunderstood messages, and slaughtered
relationships.

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