BUSINESS COMMUNICATION

text book Lesikar’s Business

Communication (Connecting in a
digital world)

CHAPTER: 1
Communication in the Workplace

1
Communication
 Communication is the process of passing
information and understanding from one person to
another.

 In simple words it is a process of transmitting and

sharing ideas, opinions, facts, values etc. from one
person to another or one organization to another .
 Business Communication
 Business communication is the - Communication
between the people in the organization for the purpose
of carrying out the business activities.

 For efficiency in an organization, all the people of the

organization must be able to convey their message
properly.

 The exchange of – ideas and understanding within and

outside the organization to achieve the business goals is
known as business communication.
COMMUNICATION SKILLS NEEDED IN BUSINESS

 Speaking well

 Writing well

 Displaying proper good manners

 Listening attentively
Communication Process
 The process of communication refers to the
transmission or passage of information or
message from the sender through a selected
channel to the receiver overcoming barriers
that affect its pace.

 Communication process consists of certain steps

where each step constitutes the essential of an
effective communication.
Continue…
 Communication Process
 (1)Sender: The person who intends to convey the
message with the intention of passing information and
ideas to others is known as sender or communicator.

(2) Ideas: This is the subject matter of the

communication. This may be an opinion, attitude,
feelings, views, orders, or suggestions.
(3)Encoding: Since the subject matter of
communication is theoretical and intangible, its further
passing requires use of certain symbols such as words,
actions or pictures etc. Conversion of subject matter into
these symbols is the process of encoding.

(4) Communication Channel: The person who is

interested in communicating has to choose the channel
for sending the required information, ideas etc. This
information is transmitted to the receiver through certain
channels which may be either formal or informal.
 Continue….
(5) Receiver: Receiver is the person who receives the
message or for whom the message is meant for. It is the
receiver who tries to understand the message in the best
possible manner in achieving the desired objectives.

(6) Decoding: The person who receives the message or

symbol from the communicator tries to convert the same
in such a way so that he may extract its meaning to his
complete understanding.
Continue…
(7) Feedback: Feedback is the process of
ensuring that the receiver has received the
message and understood in the same sense as
sender meant it. Communication is not
complete unless the response or reaction of the
receiver of the message is obtained by the
communicator.
 The Basic Forms Of Communication
 Nonverbal communication: Does not need any word.
 Facial expressions

 Gesture & Body language

 Pictures

 Company logo

 Eye contact

 Touching behavior

 Verbal Communication:
 Face to face or phone conversation
 Meetings
 E-mails & voice messages
 Letters & memos
 Reports
Different Facial Expression
Current challenges for
business communication

 The need for expanded media literacy

 Increasing Globalism & workplace diversity
 An Increased need for analytical skills
 An Increased focus on ethics & Social
responsibility
Main forms of Communication in Business

a. Internal-Operational Communication

b. External-Operational Communication

c. Personal Communication
 a. Internal-Operational Communication
 All the communication –that occurs in conducting work
within a business is classified as internal operational.

 This is the communication among the business’s workers

that is done to implement the business’s operating plan.

e.g. - provide a service,

- manufacture a product,
- sell goods, etc.
 Internal-Operational Communication – cont …….

 Internal-operational communication takes many forms.

It includes:
 the orders and instructions - that supervisors give
workers

 reports that workers prepare concerning -

- sales,
- productions,

- inventories, etc.

 the email messages that employee write in carrying

out their task.
 b. External-Operational Communication
 This is the work-related communication that a business does
with people and groups outside the business.

 Example: when business executives communicate with

- suppliers,
- service companies,
- customers, and

- the general public.

 External-operational communication includes - all of

the business’s efforts -
- at direct selling
- telephone callbacks,
- follow-up service calls, etc.
 External-Operational Communication – cont ……

 It also includes the advertising the business does,

example –
- radio and television messages,
- newspaper and magazine advertising,
- website advertising, etc.

 Also in this category is all –

that a business does to improve its public relations,
- planned publicity,
- the community service,
- the environmental friendliness of its products and
- facilities.
 c. Personal Communication

 Personal communication is - the exchange of information

and feelings in which we human beings engage whenever
we come together.

 The employees’ attitudes towards each other,

directly affect their productivity.
 Personal Communication – continue ……..

 In a work situation, where heated words and

flaming tempers are often present, the employees
are not likely to make their usual productive efforts.

 However, a cheerful work situation is likely to have

an equally bad effect on productivity.
Communication Network of the Organization
 In a workday – an organization feeding on a
continuous supply of information.

 Most of the information flow of –operational

communication is downward and follows the
formal lines of organization.

e.g. from the top executives down to the

workers.

This is so because – most of the information,

instructions, orders, and such needed to achieve
the business’s objectives originate at the top and
must be communicated downward.
Communication Network of the Organization – cont….

 Most good companies –

- recognize the value of open upward communication.

- Their executives use open channels of communication

to be better informed of the status of things on the front line.

- They also have found that –information from the lower

levels can be important in achieving company work goals.
Communication Network of the Organization

 Two forms of network in an organization:

 A. Formal

 B. Informal
 A. Formal Network
 The business has well-established channels of information flow.

The main lines of operational communication are -

both internal and external.

 Specifically, the flow includes the:

- upward,
- horizontal (lateral), and
- downward movements of information by
- report,
- email,
- records and
- such within the organization.
 Formal Network – Continue ….

 It also includes:

- orders, instructions, and messages: down the authority

structure;

- working information: through the organization’s email or

intranet; and

- extremely directed messages: sales presentations,

advertising, and publicity.
 B. Informal Network
 The informal network is a secondary network
consisting primarily of personal communication.

 It comprises thousands of personal communications that

support the formal communication network of a business.

 Informal network is not a single network

but a smaller networks consisting of groups of people.

 It carries much gossip and rumor, for this is the nature of

human conversation.

 Wise managers recognize the presence of the grapevine.

that is, they keep in touch with the grapevine and
turn it into a constructive tool.
 Grapevine
 Grapevine is a kind of informal communication that prevails
in organizations and businesses. The source of such
communication may not be clear. It spreads by way of
gossip and rumors. It travels through informal networks and
quite often travels faster than the formal messages.

 A skilled communicator can derive benefits from such

communication as well. It may not always be possible to
control the grapevine, but, nevertheless, an able
communicator knows how to influence it
Formal and Informal Communication
Division Manager

Department Department
Manager Manager

Straight lines = Formal Network

Curved lines = Informal Network

Fig 1: Formal and Informal communication Networks in a

Division of a Small Business. 28
Variation in Communication Activity by Business

1. The Nature of the Business:

a. Insurance companies have a –great need to
Communicate with their customers, especially through
letters and mailing pieces,

b. House cleaning service companies have –

little such need.
 Variation in Communication Activity by Business – cont….

2. Geographic dispersion of the operations of a business:

Internal communication in a business with multiple
locations differs from that of a one-location business.

3. People who make up a business:

- Every human being is unique.

- Each has unique communication needs and abilities.

Thus, varying combination of people will produce

varying needs for communication.
 BARRIERS OF EFFECTIVE
COMMUNICATION
 There are several barriers that affect the flow of
communication in an organization.

 These barriers interrupt the flow of communication

from the sender to the receiver, thus making
communication ineffective.

 It is essential for managers to overcome these

barriers.
Communication BARRIERS

 Information Overload

 Inattention

 Time pressure

 Distraction/Noise

 Emotions
Communication Barriers – cont…

 Complexity of Organizational structure

 Poor retention

 Differing Status

 Lack Of Trust

 Inadequate communication structure

 Incorrect Choice Of Medium

 Closed communication Climate

Communication Barriers between Organization – cont…

 Information Overload:
* Managers are surrounded with a pool of
information.

* It is essential to control this information flow else

the information is likely to be misinterpreted or
forgotten or overlooked.
* As a result communication is less effective.
Communication Barriers between Organization – cont…

 Inattention:

* All times we just not listen, but only hear.

* Repetitive messages should be ignored for effective

communication.

* Similarly if a superior is engrossed in his paper work and

his subordinate explains him his problem, the superior

may not get what he is saying and it leads to
disappointment of subordinate.
Communication Barriers between Organization – cont…

 Time Pressures:
* In organization -targets have to be achieved within
a specified time period, the failure of which has
adverse consequences.

* In a haste to meet deadlines, the formal channels

of communication are shortened, or messages are
partially given, or messages are not completely
transferred.

* Sufficient time should be given for effective

communication.
Communication Barriers between Organization – cont…

 Distraction/Noise:

* Communication is also affected a lot by noise to

distractions.

* Physical distractions are also there such as,

- poor lightning,

- uncomfortable sitting,

- unhygienic room also affects communication in a

meeting.
Communication Barriers between Organization – cont…..

 Emotions:
* Emotional state at a particular point of time
also affects communication.

* If the receiver feels that communicator is angry,

he interprets that the information being sent is very
bad.

- while he takes it differently –if the communicator

is happy and jovial (in that case the message is
interpreted to be good and interesting).
Communication Barriers between Organization – cont…

 Poor retention:

* Human memory cannot function beyond a limit.

* One can’t always retain what is being told,-

specially if he is not interested or not attentive.

* This leads to communication breakdown.

Communication Barriers between Organization – cont.…
 Complexity in Organizational Structure:

* Greater the hierarchy in an organization more is the

chances of communication getting destroyed.
(i.e. more the number of managerial levels),

* Only the people at the top level can see the overall picture
about the people at low level:

- just have knowledge about their own area

- a little knowledge about other areas

 Some difference between oral and written
communication
In face-to-face communication - cycles occur fast,
- often in rapid succession.

In written communication :
- some delay occurs.

- while instant and text messaging may be read

within a few seconds of sending,

- fax or email messages may be read a few minutes after

they are transmitted,

- letters in a few days,

Written communication is more likely to involve creative effort.
 7 C’s of Communication
The 7 C’s of communication, also known as the 7
principles of communication are a useful way to
ensure good business communication. The 7
C’s of Communication provide a useful check list
as a result of which both written and verbal
communication pass off in a clear, plain, target
group-oriented and well-structured manner.
 Completeness: The message must be
complete and geared to the receiver’s
perception of the world. The message must be
based on facts and a complex message needs
additional information and / or explanation.
 Concreteness: Concrete business
communication is also about a clear message.
 Courtesy: In addition to considering the
feelings and points of view of the target group, it
is also important to approach the audience in a
friendly and courteous manner.
 Correctness: A correct use of language has the
preference. A correct use of language increases
trustworthiness and the receiver will feel that
they are taken seriously.

 Clarity: Clear or plain language is characterized

by explicitness, short sentences and concrete
words. Fuzzy language is absolutely forbidden.
 Consideration: Communicating with the
target group (Consideration). By taking the
audience into account, the message can be
geared towards them. Factors that play a role
in this are for example: professional
knowledge, level of education, age and
interests.
 Conciseness: A message is clear when the
storyline is consistent and when this does not
contain any inconsistencies.
 How To Improve Communication
 A Good Communicator should have these five traits:
 Perception
 Precision (accuracy)
 Credibility
 Control
 Congeniality(personality)

 Create the message carefully

 Minimize the noise

 Facilitate feedback
 Importance of Business Communication to
you and for Business
 High communication skill and leads high income
 Improving your commutation ability – helps to improve
your overall success
 Communication is vital to every part of business
 Different professional use communication as a tool
to correspond with their colleagues, superiors and juniors
 Business managers use communication –
to contact their stakeholders.
THANKS