BUSINESS COMMUNICATION

CREDITS-4

Dr.SARAH AHTESHAM
MBA, UGC-NET, Ph.D.

ASST PROFESSOR
VIPS, DELHI.
COURSE CONTENT
 Communication:
Is the continuous process of exchange or transmit of
information, ideas, thoughts, feelings, emotions, beliefs, facts,
expressions and concepts from one person to another
through the medium of speech, signals, behaviour or writing
form.
 Business Communication
Is the part of communication which is related
to business activities.
It involves formal communication by group of
people for achievement of organizational
objective.
 Nature of Communication
• Two way process
• Ongoing process
• Pervasive
• Mutual understanding
• Exchange of ideas & emotions
• Flow of message through several networks
• Formal / Informal
• Goal oriented process
 Reasons for growing need for Business
Communication

• Increase in size of firms

• Growing specialization
(inter dept needs)
• Technological advancement
• Cut throat competition
• Human relations
• Public relations
Objectives & Functions of communication

– To give & receive information.

– To provide advice
– To provide counselling
– To issue Order & Instructions
– To impart education & Training
– To receive suggestions
– To persuade people
– To issue warning & notice
– To improve morale
– To motivate people & improve discipline.
 Importance & Role of Business
Communication

• Efficient planning
• Training & development
• Motivation & morale
• Coordination
• Leadership
• Effective control
• Sound industrial relations
• Corporate image
 Process of communication

• Source / Sender
• Encoding (Message)
• Channel
• Receiver
• Decoding
• Feedback
• Noise:-
✔Physiological: - Due to natural occurrence like: Fatigue, Hunger, Medical
problems (illness), etc.
✔ Physical: - Due to disturbance in the environment like: Communication
in malls, clubs, parties, etc.
✔Psychological: - Due to occurrence of: Nervousness, worry, day
dreaming, etc.
Process of communication
Process of communication
 Importance of feedback
• Confirmation of transmission
• Seeking solutions
• Highlights work/ achievement/ progress at work
• Employees Feel elated / psychological satisfaction.
• Higher productivity.
Developing feedback skills:
• Observe without judgment
• Develop positive / constructive attitude
• Indicating ways to improve
• Proper timing of feedback
 Methods of communication
Verbal Non Verbal
❑ Oral ❑ Body language
❑ Written ❑ Sign language
❑ Paralanguage ( non-lexical
component of communication by
speech, for example intonation, pitch
and speed of speaking, hesitation
noises, gesture, and facial expression)
❑ silence
 Types of communication
• Downward
• Upward
• Horizontal or Lateral
• Diagonal or Crosswise
.
 Principles of Communication / 7 C’s of
effective Communication
• Clarity:- Of mind & expression(Speaking / Writing)
• Conciseness :- Relevant & limited words
• Courtesy: - Friendly feeling, Use of please, thank
you, may I…, etc.
• Concreteness :- Be specific, Convincing & definite
• Correctness:- Oral or Written
• Consideration :- thinking carefully / saavdhani se
vichaar karna
• Completeness :- 5’W (what, why, who, where, when)
 Basic forms of communication
• FORMAL
System of passing messages and information between
positions within an organization through officially designated
channels.
• INFORMAL
Communication that takes place outside the
formal communication structures of the workplace. Some
people refer to informal communication as the 'grapevine”.
 FORMAL COMMUNICATION

• Interchange of information officially

• The flow of communication is controlled and is
a deliberate effort
• Information reaches the desired place without
any hindrance and in a proper way. 
• Through Proper Channel.
 Informal communication

• “Informal communication is the flow of information

without regard for the formal organizational structure,
hierarchical or reporting relationship.”

• Process of spontaneous exchange of information

between two or more person at different status without
following any prescribed or official rules, formalities
and chain of command in the organizational structure.
 Informal communication
• Within a business environment, informal communication is
sometimes called the grapevine

• It might be observed occurring in conversations, electronic mails,

text messages and phone calls between socializing employees.

• Communication is made without following any predetermined

rules of policy.

• Informal communication plays a vital role to operate the

organization’s activities. When the employees cannot understand
the subject matter of the communication, they can discuss with
their authority anywhere about the matter as like in the dining
table or in the play ground or in the club
 Organizational structure and chain of command

In an organizational structure, “chain of command” refers to a company's hierarchy of

reporting relationships – from the bottom to the top of an organization, who must
answer to whom. The chain of command not only establishes accountability, it lays
out a company's lines of authority and decision-making power.
 .
Formal Communication Informal Communication

The informal communication also

The communication in office or
takes place at the workplace in
organization taking place through
between the employees, although it
Definition the officially designated channel or
doesn’t take place through the
the pre-defined channel is known
officially designated channels and
as the formal communication.
the topic of discussion is broader.

Also Known As Official Communication Grapevine Communication

Upward or bottom up, downward or

top-down, horizontal for lateral and Single strand chain, cluster chain,
Types
crosswise or diagonal probability chain, and gossip chain.
communication

Formal communication is mostly Informal communication is

Form of Communication
in the written form. mostly in the oral form.

No privacy is made while

doing informal communication
Privacy Privacy is maintained.
it can be done any time at any
place.
Formal communication Informal communication

Task oriented …People oriented

Related to position Related to person
Deliberately created Spontaneous
slow Fast means
authentic No reliability
Org goals Aims personal goals
rigid flexible
 Formal comm- Merits

• Authentic in nature – source of info is known.

• Systematic in nature
• Privacy is maintained
• Easy and clearly understandable
• Work Overlap / duplication is avoided
• Better coordination / control.
• Better emphasis on work / org task.
• Covers larger geographical areas.
• Org hierarchy is maintained.
• Original content is maintained.
 Formal comm- Demerits

• Time consuming – involves paper work,

permissions, various approvals etc.
• Lack of personal touch with employees /
ignores social needs. (For Eg- Mgmt might not
be in a position to motivate / boost morale of
employees using formal comm)
• Expensive process.
 Informal comm- Merits

• Speed / time saving / Fast.

• Inexpensive.
• Helps improvising employee relations/ fulfils
social needs. (Human relations)
• Better Feedback from employees. (They would
not feel hesitant / scared to put their ideas
across)
• Psychological satisfaction as an employee who
could communicate his/her perspective.
• It supports formal comm channel.
 Informal comm- Demerits
• No credibility / authenticity
• No privacy maintained
• Leads to spread of rumors etc
• Info distortion. / incomplete info.
• No chain of command
• May lead to conflicts
• Lack of evidence / source of info not known
• No role clarity. No accountability.
• More emphasis on indv interest.
 Formal communication - Merits

• Authentic in nature / Clear in understanding.

• Reliable, Source of info is known.
• Easier control / Creates discipline.
• Role clarity, fixing responsibilities precisely.
• Privacy is maintained, Less distorted/ Original
content is maintained.
• Available for future references
• Better understanding and efficient implementation.
/ systematic.
• Covers larger geographical area.
• Less chances for errors./ avoids misunderstandings.
• Better emphasis on work / task related activities.
• Org structure/ hierarchy is maintained.
 Formal communication - DeMerits
• Time consuming. Because of org hierarchy.
• Expensive.
• Lack of personal touch./ does not satisfy social
needs of employees.
• Screening / alterations at different levels.
• Rigid in nature, take lots of time for feedback.
 Informal communication - Merits

• Faster comm. / saves time

• Inexpensive.
• Personal touch / social satisfaction amongst
employees (due to their participation in
dec.making) Inc efficiency. / fulfils social
needs.
• Better flexibility.
• Quick feedback (depicting factual situation)
• Better employee relationship / human
relationship mgmt. (Inc. psychological
satisfaction)
• It supports/ compliments formal commnc.
 Informal communication - DeMerits

• Leads to spread Rumors

• No credibility/ authenticity. / source of info is
not known.
• Challenges authority of supervisor / no
hierarchy involved.
• Info gets easily altered / distorted
• Miscommunication / misunderstanding
• No privacy
• Lack of evidence / No accountability.
• More focused towards indv / personal interest
 FORMAL COMMUNICATION

• Interchange of information officially

• The flow of communication is controlled and is
a deliberate effort
• Information reaches the desired place without
any hindrance, at a little cost and in a proper
way. 
• Through Proper Channel
 Networks of communication
• Formal: - Circle, Chain or Single Strand,
Wheel , All Channels or Free Flow, Y.

• Informal: - Single Strand, Gossip Wheel,

Cluster, Probability Chain.
 characteristics of the formal
communication
(1) Written and Oral:
Formal communication can both be written and oral. Daily works are
handled through oral communication, while the policy matters require
written communication.
(2) Formal Relations:
This communication is adopted among those employees where formal
relations have been established by the organisation. The sender and the
receiver have some sort of organisational relations.
(3) Prescribed Path:
The communication has to pass through a definite channel while moving
from one person to another. For example, to convey the feelings of a
worker to the manager, the foreman’s help has to be sought.

(4) Deliberate Effort:

This channel of communication is not established automatically but effort
has to be made for its creation. It is decided keeping in view the objectives
of the organisation.
 formal communication has the
following advantages
(1) Maintenance of Authority of the Officers:
Formal communication maintains constant relations among the superiors and the
subordinates as a result of whom the dignity of the superiors is maintained.
Consequently, it is convenient to control the subordinates and fix their responsibility
which is absolutely needed for effective and successful control.

(2) Clear and Effective Communication:

In formal communication, there is a direct contact among the managers and the
subordinates. Both understand the capability, habits, feelings, etc. of one another.
Managers know as to when and under which conditions their subordinates need
information. In this way, this communication is capable of making available timely
information. Hence, it is clear and effective.

(3) Orderly Flow of Information:

The information has to pass through a definite route from one person to another.
Hence, the flow of information is systematic.
responsibility of action taken

(4) Easy Knowledge of Source of Information:

In this type of communication, the source of each information can be easily located.
 disadvantages or limitations of the
formal communication
(1) Overload of Work:
In a modern business organisation much information, many messages and
other things have to be communicated. Under formal communication, they
are routed through a definite channel and this consumes much of the time of
the superiors and thus some other important works are left unattended.

(2) Distortion of Information:

This method can be a hindrance in the flow of information. Sometimes the
distance between the sender and the receiver is so big that the information
has to pass through many hands and by the time it reaches the receiver it is
distorted. Thus it fails to serve its purpose.

(3) Indifferent Officers:

The officers do not pay much attention to the suggestions and complaints of
the subordinates. In such a case a subordinate may come lose his faith in the
effectiveness of communication. Moreover we do not get to know the
responses at every level after receiving message.
 patterns are popular in mainstream
communication (Formal)
1. Circle
The sender (Group Leader) can communicate with the
receivers (group members) who presents next to
him/her.
No others group members can’t receive the sender’s
message directly and they receive messages from the
other group members who sharing the message from
the sender.
In this pattern of communication the sender messages
travels all over the group through sharing by its
members will take time to reach sender again.
Interconnected lines of network. message flows in one or more directions
2. Chain pattern
Hierarchal flow of info
The last member may receive the modified
messages from the leader.
In this case the leader can’t find whether the
last member receives the correct information
or not because there is no feedback to identify
the message distortion.
3.Wheel pattern
Wheel pattern, one of the best pattern when
compare to others.
The leader has direct contact with all the
group members and there are no
communication problems, time issue and
feedback from the group members.
But all the group members can’t connect with
one another
4.Y pattern
Y pattern, it’s more complicated pattern
The group is separated into three and the
group members can communicate with the
other members group through leader only.
or
A central person who communicates both
upwards and downwards.
5. Free flow
• Every member can talk to another member
• Leader and group members are completely
connected.
• Provides highest satisfaction
• Slightly unstructured
 Informal communication
• “Informal communication is the flow of
information without regard for the formal
organizational structure, hierarchical or
reporting relationship.”
• Process of spontaneous exchange of
information between two or more person at
different status without following any
prescribed or official rules, formalities and
chain of command in the organizational
structure.
 Informal communication
• Within a business environment, informal
communication is sometimes called the grapevine
• might be observed occurring in conversations,
electronic mails, text messages and phone calls
between socializing employees.
• communication is made without following any
predetermined rules of policy.
• Informal communication plays a vital role to
operate the organization’s activities. When the
employees cannot understand the subject matter of
the communication, they can discuss with their
authority anywhere about the matter as like in the
dining table or in the play ground or in the club
 characteristics
• May not be fully authentic/dependable
• Cuts across formal lines of communications
• Flows in all directions
• Travels very fast
• Difficult to determine Source of information
• Distortion of meaning
• No accountability
• Spontaneous
 Advantage of grapevine or informal
communication

• Interpret: The information is given by the top level management under the formal system. It
is easy for the employees to take the explanation by informal system. So this system plays a
vital role to complete the work properly.

• Present grievance: Under the informal system the employees disclose their needs, sentiment
and their emotions to others authority without feeling any hesitation.

• Alternate system: The management sometimes is not able to reach all information by formal
system. Informal system covers the gap or familiarity of formal system.

• Improved relationship: Any problem between the workers and the management can be
solved by informal system. So it makes good relationships among the employees and the
management.

• Increase efficiency: Under the informal system, the employees discuss their problem openly
and they can solve it. For this, the work is done properly and it develops the efficiency of the
employee.
 .
• Providing recommendation: In this system the employees inform their
superior about their demands, problem and the way to develop the
implementation system of the work. As a result it creates an opportunity
to send the recommendation to their management.

• Rapid communication:  Transmits very fast. Especially miss-information or

rumour spread rapidly to others in the organization.
Disadvantages of informal communication
• Distort meaning: Meaning and the subject matter of the information is distorted in
this system.

• Spread rumour: In this system, the miss-information or rumour spread rapidly.

• Misunderstanding: Under this system, generally, the employees do not obey the
formal authorization system. So it creates the opportunity to develop
misunderstanding.

• Maintaining secrecy is impossible: In informal communication system maximum

communication is made by open discussion. So it is impossible to maintain the
secrecy of the information.

• Difficulty in controlling: Under informal communication system no established rules

or policy is obeyed. So it is very much difficult to control the information.

• Others: Providing partial information. Not reliable. No documentary evidence.

Damaging discipline. Contradicting to formal information etc.
.
 Single strand
• One on one interaction in a relay form.
• Least accurate. Chances of distortion and
deletion increases.
 Gossip
• Group of people gathering to discuss matters
of mutual interest.
• One person seeks out and tells everyone the
news that he/she has gathered.
• Relay interesting bits of news that may not be
job oriented.
 Probability
• Message passed randomly without direction
or method.
• Choice of recipient depends on sender’s will
or situation.
• Sender is indifferent or not interested in the
receiver he chooses.
 Cluster
• Information passed on selective basis to a few
members only.
• First sender informs a few selected people
who again passes info to people of their
choice or keep info to themselves.
• Choice of recipient depends on relationship
between group members.
 How to use grapevine effectively
• Keep employees well informed so that they do
not spread rumors
• Maintain an open door policy
• Cordial relation with leaders of informal groups
• Involve employees in decision making process
• Healthy env for opportunity for personal talk
• Seek feedback to avoid feeling of discontent
• Be an empathetic listener
 Rumour
• A rumour is "a tall tale of explanations of
events circulating from person to person and
pertaining to an object, event, or issue in
public concern"
 .

• Undesirable feature/ injudicious/ untrue part of

grapevine.
• Communicated without presence of authentic
standards of evidence.
• Deliberate attempt to spread unverified info about
person/thing with intention of tarnishing the
image
• Venomous / malicious
• Cause should be determined and eradicated.
• More open interaction would help.
 Types of communication
• Downward
• Upward
• Horizontal or Lateral
• Diagonal or Crosswise
.
.
 .

Orders
Instructions
Lectures
Procedures
Policies
Awards
 Objectives of downwards comm
• To give specific instructions to subordinate to
perform job efficiently
• Explain policies, procedures, prog of org.
• Educate / train employees to improve knowledge
and skills.
• Inform employees of their performance and
achievements.
• To strengthen the authoritarian straucture in org.
 Limitations
• Time consuming process
• In oral transfer, info is filtered and lost.
• 80 % info is lost as it transmits downwards
through five levels.
• Causes resentment among subordinates as it
is more authority based.
Making downward comm. effective
• Plan your commnc.
(what/when/how/under/over commn)
• Remain informed. (every manager should keep
info of his dept only then can transmit to next )
• Decentralise the source of commnc for quick
and unaltered info.
• Should be in simple as lower level employees
might not understand.
Upward communication
 Importance
• Provides feedback
• Employees feel satisfied.
• Constructive suggestions and creative ideas.
• Mutual cooperation.
.
 Limitations
• Subordinates are reluctant due to status
differentials, fear of authority.
• Hesitate to communicate their probs to superiors
as such commn might be considered as sign of
their incompetence.
• Superiors might be impatient / too busy to listen.
• Some employees become too bold or impatient,
bypassing immediate bosses. Hence relations
might be affected.
 How to make upward commn effective

• Open door policy

• Empathetic listening
• Suggestion schemes/ boxes.
• Addressing employee’s grievance, complaint
travels from supervisor to dept head to
committee to chief executive.
• Encourage to provide periodic report and seek
counselling.
.
.
.
.
 .
• Persons working at lower levels interact with
those working at higher, across the limits of
their reporting relationships.
• Neither same work nor same level of hierarchy.
• Helps in boosting morale of emloyees.
• Facilitates coordination between different work
units in org.
• Direct interaction has speedy actions.
 Limitations
• Resistance from the people who feel sidelined.
Direct reporting officer/ HOD.
• Violates unity of command.
• Non recognition of authority concerned may
create confusions and indiscipline in
departments.
.
 MEDIA OF COMMUNICATION
VERBAL COMMNC
• Spoken / written words.
• Reflects the personality of speaker/writer.

NON VERBAL COMMNC

• Pictorial/ drawings/ actions/ sign language/
eye contact/ tone / posture.
.
.
 VERBAL COM
• WRITTEN COMM.

• ORAL COMM.

• VISUAL COMM.
slides / hoardings/ pictures etc.

• AUDIO-VISUAL COMM.
TV / video player / video conf etc.
.
.
.
How to make oral comm. More effective
• Clear pronunciation.
• Choose right words.
• Brevity. (talking precisely)
• Precision (being concise / not vague)
• Understand the listener
• Natural voice (avoid accent) / right tone
• Correct pauses
• Fluency (no hesitation)
• Logical sequence (arrange ideas in logical form before speaking)
• Conviction (firm belief / judgment)
LISTENING AS A TOOL OF COMMN
Discriminative listening
• Identify differences in sounds. Eg. Familiar voices
of people/ cell phone ringing in background etc.
• In business org. it differentiates between the imp
/ un imp points in oral communication.
• Sales & customer service representatives utilize
this form of listening to analyze whether a
customer leaves a business happy..
 .
Evaluative listening
• We make judgment about what other person
is saying.
• As per evidence ,logic, our believes, values we
seek to analyze the truth of what is being said.
• Assess as good / bad, worthy/ unworthy.
• Used when a person is trying to persuade us.
Eg. Court room
 .
Appreciative listening
• Listener shows by words / body language that
he likes some parts of the speech and agrees
with the speaker.
• Appreciation and applause improves speaker’s
morale and confidence.
 .
Empathetic listening
• When listener puts himself in position of the
speaker.
• Encourages people to talk freely without fear
of embarrassment
• Builds human relations.
 .
• Active listener engages with the speaker while a passive listener
simply receives the message without giving any external
indications.

• Active listening can consist of both verbal and non-verbal cues.

Non-verbal cues, such as nodding and eye contact, show that
you are interested and engaged in what the speaker is saying.

• Verbal cues can vary from repeating in own words what speaker
has said (paraphrasing) and asking appropriate follow-up
questioning.
 Listening--
• Helps to resolve conflicts.
• Gives better negotiating edge.
• Support effective relationships.
• Alerts the org to change and innovate.
 Barriers to effective listening
• Wavering mind
• Focusing on speaker’s appearance and speaking style.
• Criticizing the speaker on his delivery.
• Constantly trying to find counter arguments.
• Not paying attention to emotions / feelings of speaker
and skipping the details
• Allowing emotional words to block the message.
• Lack of interest / day dreaming.
• Unnecessary interrupting
 Effective listening
• Stop talking and listen
• Fight distractions
• Be patient
• Be empathetic
• Attentive
• Withhold judgment
• Seek clarifications
• React to message , not to person.
 Activity on oral communication
• Blindfold directions using minimum number of
hints
• Role play customer and sales man
 Written communication
• Requires conscious efforts.
• Transmission of info through letters / memos /
notices / circulars / reports etc.
• Requires collection of info, arrangement in
logical order , preplanned.
• Takes more time ( encoding + receiving back
written response )
• Imp for business communication
 Advantages
• Wider coverage
• Precision and accuracy
• Authenticity can be challenged and verified
• High reference value / permanent record
• Uniformity in instructions, prevent distortion
• more reliable / acceptable as documentary proof.
• Suitable for lengthy messages, can elaborate using
diagrams/ charts etc.
 Limitations
• Time consuming
• Expensive
• Lack of secrecy
• Rigidity ( no on the spot clarifications)
• Receiver is less receptive (impersonal )
• Delayed feedback
How to make written comm. effectively

• Use appropriate words

• Clear ideas
• Inoffensive language
• Use lucid style
 Activity
• Send a mail to your customer reminding him
of non- payment of bill.
 Non verbal communication
• Other than words, comm via- pictures/ drawings/
gestures etc.

• Nonverbal communication—
our facial expressions,
gestures,
eye contact,
posture,
tone of voice etc.
 Advantages
• Complement the verbal message by adding to
its meaning. (eg- pat on the back)
• May substitute verbal message if it is blocked
by noise, interruption etc. (eg- nod a yes,
point in a direction while stating )
• Helpful to illiterate people, handicapped etc
• Fast and attractive transmission.
 Disadvantages
• Chances of distortion / misunderstanding
• Lacks formality
• Not everyone prefers
• Cultural distinctions
• Vague / imprecise.
 Non verbal communication
• Sign language
• Body language
• Para language
• Space/ surroundings / time
• Artifactuals
• Haptics / tactilics
• Silence
 Sign language
• Use of visual signs in tabular / graphic / pictorial form/ poster/drawing/ cartoons.

• Use of audio signals : alarms used to caution, bells / hooters / whistlers.

• Convey message very quickly. Eg- siren in factory.

• A picture is worth a thousand words, hence conveys meaning easily.

• Makes communication interesting and motivational

• Useful for all kinds of receivers.

• Great amount of skill required.

• Complex / lengthy ideas cannot be communicated

 Body language (Kinesics)
• Study of messages conveyed by body movements.
• Guided by thoughts & feelings
• Unconscious signals which reveals whether a person is
friendly / nervous / confident etc
• Head – hold head high depicts pride/honor
bent low depicts modesty/ politeness or guilt.
backwards drawn head indicates pride
head movement also indicates a response to speaker
• Face - eyebrows / forehead /lips etc
 .
• Eyes - fixed eyes (concentration )/ raised
eyes (surprise) /smiling eyes / gaze
(interest) / evasive eyes
(nervousness)
• Gestures – handshake (firmness) / clinched
fist(anger) / shoulder shrug (don’t
know) / thumbs up (agreement)
• Body posture – standing erect / leaning etc
 Body language tips for managers
• Make an entry with erect posture and brisk walk.

• Smart hand shake, keep your palm straight.

• Build an instant rapport with the communicating people.

• Avoid any arm / leg crossing when dealing.

• Should turn slowly while leaving the room, take one step
backwards and smile.
 Para language
• Describes vocal characteristics – tone/ speed / pitch

• Voice : reveals general background, education , temperament etc.

• Voice can be clear / pleasant / musical etc.

• Aspects of voice – Speaking speed

pitch variation
volume variation
pauses
non- fluencies( you see)
tone (angry/sarcastic/gentle

• Word stress , can change meaning of a line ( have you read the new syllabus )
 Proxemics (1- space language)
• The branch of knowledge that deals with the amount of space that
people feel is necessary to set between themselves and others.

• “space language”.

• Intimate space language: Reserved for family and loved ones

• Personal space language: Talking privately at arms length

• Social space language: Fellow workers / strangers

• Public space language: speeches

Proxemics space bubble
 (2 – surroundings)
• Physical env around us consist colours and layouts.

• Colours communicate, affects mood, has cultural significance etc

• Yellow – warm, exciting, happy

• Blue – deep, peaceful, supernatural
• Green – peace, stillness, nature
• White – harmony, silence, cleanliness
• Black – grief, dark, unknown
• Red – glowing, confidence, alive
• Orange – radiant, healthy, serious
 .
• Layouts
• Tastefully decorated office space creates
better impression.
• Projects image
• Hence people hire expert designers
 Artifactual communication
• Clothing style / hairstyle
• Appearance
• Accessories
• Makeup
• Personal hygiene/ grooming – sober colors /
finger nails, well brushed hair, polished shoes,
oral hygiene etc have become imp.
• Makes judgment about personality , character etc
 Haptics
• Communication through touch
• Science of touch language is known as tactilics.
• How we touch reveals our attitude and
perception.
• Amount of touching depends on culture.
• Sensitive issue.
• Touch language can work wonders, a mother’s
healing touch. Holding hands of a worried friend
etc
Silence
Electronic media of communication
• Fax
• Mail
• Video conferencing
• Intranet
• internet
 Principles of Effective Communication
Tips and techniques for a better communication. 7 C’s

• CLARITY

o Of Thought ( what/why/to whom/when/how)

o Of Expression (language/encoding/medium)

o Use simple and familiar words, avoid technical jargons.

o Use familiar verbal / non verbal symbols.

o Use short paragraphs / sentences with precise meaning.

 .

Clarity implies emphasizing on a specific message or goal at a time, rather than

trying to achieve too much at once. Clarity in communication has following
features:

• It makes understanding easier.

• Complete clarity of thoughts and ideas enhances the meaning of message.

• Clear message makes use of exact, appropriate words.

 .
• COMPLETENESS

o Provide facts and figures

o Incomplete messages create misunderstanding, keep receiver guessing and delay in

actions.

o Clarify assumptions.

o It leaves no questions in the mind of receiver.

o Complete communication helps in better decision-making by the

audience/readers/receivers of message as they get all desired and crucial information.
 .
• CONCISENESS

o Expressing much in few words

o Say all you have to say in fewest possible words.

o Saves time / adds grace to speech /force to what you write.

• Concise message is more appealing and comprehensible to the audience.

• Concise message is non-repetitive in nature.

o Eg – In considerable number of times (often)

Many uneducated citizens who have never attended school continue to vote for
better schools
 .
CONSIDERATION

• “stepping into the shoes of others”. Make an attempt to envisage your audience, their
requirements, emotions as well as problems. Ensure that the self-respect of the audience
is maintained and their emotions are not at harm.

• Modify your words in message to suit the audience’s needs while making your message
complete.

• Empathize with the audience and exhibit interest in the audience. This will stimulate a
positive reaction from the audience.

• Show optimism towards your audience. Lay stress on positive words such as jovial,
committed, thanks, warm, healthy, help, etc

• SHOW CREDIBILITY AND COMPATIBILITY.

 .
CORRECTNESS

• No grammatical errors

• Accurate and authentic

• The message is exact, correct and well-timed.

• If the communication is correct, it boosts up the confidence level.

• Correct message has greater impact on the audience/readers.

• It checks for the precision and accurateness of facts and figures used in the message.

• It makes use of appropriate and correct language.

 .
COURTESY

• Message should show the sender’s expression as well as should respect

the receiver. The sender of the message should be sincerely polite,
reflective and enthusiastic.

• Courtesy implies taking into consideration both viewpoints as well as

feelings of the receiver of the message.

• Courteous message is positive and focused at the audience.

• Thanking / apologizing /empathizing / politeness etc

 .
CONCRETENESS

• Being specific, definite rather than vague and general.

• Use denotative words.

• Being particular and clear rather than fuzzy and general. Concreteness
strengthens the confidence.

• It is supported with specific facts and figures.

• It makes use of words that are clear and that build the reputation.

• Concrete messages are not misinterpreted.

 Principles of Communication / 7 C’s of
effective Communication
• Clarity:- Of mind & expression(Speaking / Writing)
• Conciseness :- Relevant & limited words
• Courtesy: - Friendly feeling, Use of please, thank
you, may i, etc.
• Concreteness :- Be specific, Convincing & definite
• Correctness:- Oral or Written
• Consideration :- Consider you as a person to whom
you are communicating
• Completeness :- 5’W (what, why, who, where, when)