CONTENT

UNIT - 1: Communication Skills 4

UNIT - 1: COMMUNICATION SKILLS

STRUCTURE

1.1 Learning Objectives

1.2 Introduction

1.3 Communication - Concept and Meaning

1.3.1 Communication Process

1.3.2 Types of Communication

1.4 Need for Communication

1.5 Importance of Communication

1.6 Functions of Communication

1.7 Dimensions of Communication

1.8 Communication Process and Channels of Communication

1.8.1 Elements of Communication Process

1.8.2 Channels of Communication

1.8.3 Factors to Consider Before Selecting the Right Communication Channel

1.9 Technology and Business Communication

1.10 Various tools used in Communication

1.10.1 Prerequisites of good communication

1.11 Role of Managers

1.11.1 Why is a manager required to possess efficient communication skills?

1.12 Barriers to Communication

1.13 Summary

1.14 Self-Assessment Questions

1.15 Suggested Readings

1.1 LEARNING OBJECTIVES

After studying this unit, you will be able to:

 ● Understand and explain the concept of communication

● Identify the need and importance of effective communication

● Summarise the various dimensions of communication

● Build an efficient communication process using different channels of communication

● Explain the various functions of communication

● Acknowledge the importance of communication in various business organizations

● Illustrate the requirements for effective communication

● Identify the role of managers in a business organization

● Understand and overcome the different barriers to communication

1.2 INTRODUCTION

This unit shall focus on the meaning and importance of communication in every day, as well
as professional life. The unit shall also provide an in-depth analysis of the need for effective
communication, and help in understanding the different dimensions, channels, and functions
of communication as well. It shall also talk about the functions of communication and the
various technologies used in the business sector. The unit shall also provide an insight into
the role of managers in promoting effective communication within the organization, and the
various barriers that hinder the process of good communication.

Before progressing, let us decode what Business Communication implies.

In a layman’s language, communication means the sharing of ideas and the exchange of
thoughts or information.

The word communication originates from “Communis”, which is the Latin term used to
mean commonality. The exchange of thoughts, ideas, emotions, and opinions among two or
more members is the most approved dictionary meaning of Communication. Now, let us
explore whether this meaning holds in the business environment, or if it is modified.

1.3 COMMUNICATION - CONCEPT AND MEANING

Communication is essentially the process of transmitting knowledge from one place,

individual, or party to another.

Each communication requires (at least) one sender, one message, and one receiver. It can
sound basic, but communication is a very complicated topic.
A broad variety of items can influence the propagation of the message from sender to
receiver. This involves our feelings, the cultural situation, the media used to interact, and also
our position. Complexity is why strong communication skills are viewed as desirable by
employers around the world: precise, efficient, and unmistakable communication is, in
reality, incredibly challenging.

1.3.1 Communication Process

To communicate effectively, it is necessary to understand how the process operates. Here are
the seven stages of the communication process:

1. The sender creates a concept to be sent

The start of the communication process entails the sender having a concept that they want to
give to another individual or group of people. Essentially, they plan on the overall subject or
details they wish to relay.

2. The sender encrypts the message

When the sender creates a concept, they transform it into a form that can be passed on to
anyone else. This means that the feelings about the knowledge they intend to submit are
translated into a certain format. For example, if you send a text, you convert the concept into
words. The message can even be non-verbal, oral, or symbolic.

3. The sender chooses the medium of communication to be used

Next, the sender determines how to deliver the letter. This means choosing the format that is
most fitting for the message they are relaying. Some forms of communication involve voice,
writing, electronic transmission, or non-verbal communication. If you connect at work, make
sure to use the proper and more professional communication medium.

4. The message passes via the communication medium

After the medium is picked, the message starts the transmitting process. The precise phase of
this would rely on the medium chosen. To deliver the message accurately, the sender could
have chosen the right means.

5. The notification will be received by the recipient

Next, the notification would be read by the receiver. This phase in the contact process is
achieved by receiving a letter, viewing it, sensing it, or some other type of reception.

6. The recipient deciphers the message

The recipient would then decode the sender's letter. In other terms, they're reading it and
turning it into a feeling. When they've achieved this, they'll evaluate the message and strive
to explain it. The correspondence method is carried out successfully because the sender and
the recipient share the same value for the sent letter.

7. The recipient shall give feedback, if necessary

Finally, unless it is a one-way communication, the recipient can have input in the form of a
reference to the initial sender of the message. Feedback allows the receiver the chance to
guarantee that the sender receives and interprets their message accurately. This is a two-way
conversation for two individuals.

Source: Business management ideas

Figure 1.3.1: The communication process

1.3.2 Types of Communication

The various types of communication include:

1. Spoken or Oral Communication, which involves face-to-face, telephone, radio,

television, and other media.

2. Non-Verbal Communication, covering body language, movements, how we dress or

behave, where we pose, and also our fragrance. There are also indirect forms in which
we interact (maybe unintentionally) with others. For example, a tone of voice may
provide hints regarding mood or emotional condition, whereas hand signs or
movements may add to a spoken word.

3. Written Communication like documents, e-mails, social networking, books,

journals, the Internet, and other media. Until recently, a very limited number of
authors and publishers were very powerful when it comes to communicating the
 written word. Today, we can all compose and publish our thoughts online, which has
contributed to a boom of knowledge and networking opportunities.

4. Visualizations like graphics and tables, tables, icons, and other visualizations can all
communicate messages.

1.4 NEED FOR COMMUNICATION

Now that we know what exactly Business Communication means, the need for business
communication, and how its implementation will benefit the business house can be clearly
understood. Even a few years back, the sources for business communication were scanty. In
recent days, business communication has become essential, but there are various ways to
become more manageable, more accessible, and more approachable. Today's world of
business cannot take a step forward without the help of business communication. Effective
communication makes the company efficient, and it is visible in the upward rise of the
growth curve. Business communication also ensures a peaceful and harmonious work
environment in the industry that, in turn, improves the productivity of the employees and
adds to the asset of the business.

If a business house is compared to a human body; a perfect organization of multiple elements

arranged in hierarchical levels, communication in the business house would be parallel to the
blood running in our arteries and veins. If there is no communication, there is no progress.
Communication in a business is essential for managing and balancing the whole company's
functioning and is the very basic functional need of any business house.

The greater the frequency of communication in any business, the greater is the rate of growth
and success of the business. Through a constant process of interaction and communication,
the employees, employers, and practically all the tiers of the company remain connected and
well aware of the entire company’s functioning. Appropriate communication also establishes
strong interpersonal relations between the various components of the company.

Effective communication can solve a lot of problems in business, and put a timely bar on the
wastage, and loss of time, energy, and money.

Communication also allows employees to speak up about their problems and gives the
management a chance to solve them. This enhances the well-being of the employees, and in
turn, their productivity. Productive employees are the assets of a business and ultimately adds
up to the revenue return of the company.
Speaking in greater detail, the entire workflow and the timely completion of projects by the
employees is largely dependent on effective communication between the employees. In every
business house, a big project is generally divided into multiple layers, and each section is
addressed by a specialist. If the employees have to work as a team with the aim of the
ultimate achievement of the target, communication is very important. In the recent days of
digitization, communication has become increasingly easier with the help of relevant
technology.

This age is getting increasingly complex, and speed is the ultimate player. Life is fast, so is a
business, and so should be communication.

Speedy transmission of ideas can crucially determine the chances of winning in a competitive
business environment and could also establish a good flow of work. This flow is not only
confined within the business house but also reaches the customer. If you think about it, the
products and services that any company delivers to its customers is the ultimate way of
communicating with the customers. Advertising your product and service through effective
communication and following up with your customers via feedback mechanism are all
individual angles of the same sphere of communication.

CHECK YOUR PROGRESS-1

Q1. What do you understand by business communication?

Q2. How can business communication help in the growth of any business?

Q3. Do you think business communication can build strong relationships among employees?

Q4. Sarah is the group leader of the PR team of a garments company. How can she use
effective communication skills for boosting up the business?

1.5 IMPORTANCE OF COMMUNICATION

In every business, the leader of the company has to communicate or articulate a clear
message regarding the company’s goal, the scope of work, and mention a clean, precise
objective to the employees. Here the leader of the company will be at the transmitter end, and
the employees will be at the receiving end. It could be one employee or more than one
employee. If this communication is not there, that means there is a blockage between the
receiving and transmitting end of the channel, neither the employees will have understood
anything, nor will the leader have been successful. This simple example depicts the strong
role of communication in any business.

Let us understand the importance of communication in business through the following seven
aspects.

● Movement of Information

Facts, data, and information are the rulers of any business. You cannot take one step
ahead if there is no data or information to back you up. And the transfer or exchange of
data will become obsolete in the absence of communication. What is the work status,
which employees are facing problems, what is the net annual profit, how well is the
company advertising, are all the units working synchronously; all these questions can be
resolved virtually only if there is adequate communication between its various
components. If information becomes stagnant or logged in one place without any net
flow, it will become a great disadvantage.

● Hassle-Free Operation of the Company

If you want your business journey to function without bumps and brakes, communication
is a suitable lubricant. When all the members are well aware of what others are doing,
every team member is informed about their responsibility, and job completion becomes
effortless and hassle-free.

Effective communication is probably the only way to keep a proper check on every
individual's work status for the team leaders and managerial heads. Once a company
ensures that all the company elements are well-knit, the chances of misconceptions
decrease. Operation becomes more comfortable when one knows the direction and speed
at which the task is going on. This is extremely beneficial for the business.

● Form a Proper Chain of Operation

Enterprises that effectively divide responsibilities among different individuals and create
a tier-system for management often perform better and in a sorted way. The functioning
of any such enterprise is like a chain or a relay race. When work is divided into
fragments, every unit will complete its designated task, and then communicate to the next
team to start with theirs. In this case, the relay of information about the time of
completion, difficulties faced, and the nature of work helps the ongoing teams perform
better. So, communication forms a chain here. If every task can be done in this chain
format, tasks can be completed effortlessly and within time.
● Aids in Proper Planning

No business can move forward without a plan. Not only business, even your personal life,
and your household cannot run without a plan. The plan gives the industry a direction and
offers multiple, crucial benefits to the business. Without effective communication,
nobody can make a plan. Let us consider an example; at the beginning of every fiscal
year, a company makes its annual plan for task allotment. This is among the most
fundamental planning, and every business has to make this. In task allotment, the
managerial heads and the leaders of the company need to be well-informed about the
capabilities of individuals, and the past progress that a team or individual had made in the
previous year. The person making the plan will know about these only from effective
communication.

● Timely Identification and Resolution of the Problems

No business does not face problems or works trouble-free. But what can help you get
through these problems?

It is the timely identification of the issues that help keep the damage under check, and
quickly figure out an effective way. Here too, communication is the leading player. The
real problem is when you do not have information due to the lack of proper knowledge.

Suppose an assignment is not even half ready due to some severe problem and the
deadline has approached, the company will be at a significant loss. Why did this happen?
Because there was a communication gap between the worker and the rest of the company.

Instead, if the leader had already known about any rising issue, things could have been
timely solved with proper intervention and discussion, and success would have been
inevitable. This is the strength of communication.

● Helps in Decision Making

To conduct business activities in a hassle-free way, the executive committee needs to take
various vital and timely decisions. Now, what will be the basis of such decisions? It will
be the data and information available to the decision-makers. And how will they get all
these essential data? It is through practical, appropriate, and timely communication.
When there is no communication between the subordinates and the decision-making
body, there is a possibility that decisions that fail to be in the interest of the employees, or
the company might be taken. The managerial body's efficiency and accomplishing goals
through effective business management are mostly dependent on effective
communication. The communication should be an open system encircling both way
 traffic. That means the employees and employers must communicate with each other with
equal effectiveness for better things to happen.

● Maintain Conducive Environment for Work

A company is a place of growth; the growth of revenue and profits, and the growth of the
human assets associated with the company. A company is made of employees, and its
well-being is the greatest asset for any company. Proper communication promotes mutual
understanding among the various members of the company and paves the way for
cooperation. The company is a big unit and can never make progress without
collaboration.

Coordination among various group members is only possible when communication is the
adhesive. Proper communication helps the employees understand the goals and objectives
of any task in the best way and contribute in the best possible way. Proper
communication also ensures that every person has a transparent idea about their role and
can put in the effort accordingly. Communication is indeed instrumental to set the tune
and harmony in any company.

CHECK YOUR PROGRESS-2

Q1 Why is communication important in a business?

Q2 Which, according to you, is the most important benefit of communication, and why?

1.6 FUNCTIONS OF COMMUNICATION

Communication involves three steps. The sender transmits the message through a preferred
medium, the message travels through the medium, and the receiver receives the message and
understands it. Perfect communication would happen when:

● The sender formulates the message to mean exactly what they wish to share.

● There is no loss of information while the message is traveling through the medium.

● The receiver understands the message perfectly.

Considering the above, listed below are the functions of communications.

1. Exchange of Information:
Communication is, by definition, the exchange of information. When two parties
communicate, the goal is to let the receiver know the ideas, opinions, emotions, or
knowledge of the sender. Dependent on the context, information may mean different
things.

When delivering a presentation about a product, information means the description of the
product. The information passed on to the audience consists of the utilities and benefits of
the products. If the audience is allowed to provide feedback on the product, the nature of
information changes. Feedback consists mainly of informed, uninformed, or personal
opinions.

On the other hand, when recounting a story to your friend or colleagues, the information
is factual. Within the organization of a company, the flow of information is crucial to the
day-to-day operations. Orders are passed down the chain of command and reports are
made to the superiors. At every step of the way, parts of the organization are
communicating with each other and influencing how they interact and operate.

2. EMOTIONAL EXPRESSION:

Humans are social creatures. We live within a society formed upon the emotional bonds
we have made with each other. To create and maintain our social bonds, we communicate
with each other on multiple levels. The body language of a person can tell us a lot about
their emotional state. Moving on to more active modes of communication, we talk to our
friends, family, and strangers. But the basis of society is not the exchange between
strangers for business, it is the emotional bonds of the community we form with other
people we live with. It is not said in vain that communication is the key to a healthy
relationship.

3. CONTROL:

Two parties with a notable difference in power and influence may communicate to
establish or exercise control. For instance, within the organization of a company, the
upper management has more executive power than the employees. The upper
management makes the decisions that affect the operations of the company and
communicate their decisions to the employees. In other words, communication
establishes control of superiors over employees and supervises their work.

In a more personal setting, communication between two people can lead to alterations
within the dynamics of the relationship. Taking the emotional state of all parties, and
other relevant factors into account, communication helps establish a course of action. In
 various settings, assessment, planning, and execution of tasks to alter the state of a
situation with a goal in mind are facilitated by communication.

4. MOTIVATION

Motivation is a state of mind that drives an individual towards a goal. Motivation is an

internalized state of an individual and may not appear to have any connection with
communication. On the contrary, communication can play a significant role in providing
motivation. Communication between individuals often helps rationalize and clarify the
picture. Talking to someone else provides perspective and restores motivation. This
would not be possible without verbal or written communication.

Another source of motivation is incentives. Companies incentivize work to boost

productivity. Proper and efficient communication between different levels of the
organization can streamline the process of work.

5. INTERDEPENDENCE

Being social animals, we form communities that grow and connect. This growth is
impossible without communication between different parts of the world. Every culture
has its language. When two cultures interact, they learn a new language and develop new
bonds. However, a bond is not possible if no exchange is mutually beneficial in some
form. On a larger scale, societies are held together on bonds that are mutually beneficial
to the units that form the society. Any interaction between people is a form of
communication.

Similarly, different departments within an organization work in conjunction with each

other to keep the company running. Every employee works on a small part of the work
and facilitates the work of other employees, either directly or indirectly. Any interaction
between employees that results in constructive work is impossible without
communication.

CHECK YOUR PROGRESS-5

Q1. What are the different ways in which communication could be used to boost the
productivity of employees?

Q2. List the importance of communication in a business organization.

Q3. Can communication make interdependence a winning formula for the business?
1.7 DIMENSIONS OF COMMUNICATION

Now that the meaning and the importance of business communication in any business's
growth and success is clearly understood, it should be noted that communication can give
unlimited buoyancy to a company and provide visible changes as well.

This portion shall talk about the different dimensions of Communication, also known as
communication channels. There are four well-defined dimensions of Communication that are
implemented in any business. These are Downward, Upward, Horizontal or Lateral,
Diagonal, or Crosswise Communication.

These dimensions of business communication provide a stable framework to channelize the

whole company's communicative pathway. The crucial examination of each of these
channels also helps to understand the basic and advanced barriers that can potentially
interrupt any business's communication flow.

1. Downward Communication:

In this type of communication channel, information is transmitted from the upper tiers of the
business house to the lower levels.

That means the head of the organization will convey the information to the subordinates.
Initially, for decades, this was the only means of predominant communication in every
business. In this type of communication, the head or the leader give the instructions, and
others follow them. The information is used to travel across multiple tiers in a downward
direction. Let us take an example: Suppose the company takes up a new project.

The head of the company will convey this message to the subordinate, he or she will convey
this message to the head of each team, the head of the team will convey this message to the
grass-root level employees. This is a fundamental pattern of Downward Communication.

Here are a few essential points about Downward Communication:

● The goal of Downward Communication is to maintain a strict decorum in the working

pattern of the business. The head of the firm expects the others to abide by the rules
and regulations laid down. The employees must work according to the framework
they have been provided with.

● This type of communication conveys job instructions and rationale about specific
tasks and creates a hierarchical chain for reporting objectives to various work
departments.
 ● In Downward Communication, the department is represented as a single unit. This
type of Communication tries to establish collaboration and coordination between
various divisions of the business.

● However, one of the primary drawbacks of Downward Communication is that much

of the information is lost in this type of Communication. Since the data is coming in a
one-way channel format, if any information is lost in any of the intermediate levels,
the people in the subsequent group will never retrace it.

2. Upward Communication:

This is just the opposite of Downward Communication. Here, the information travels from
the grass-root level to the higher levels. This type of communication also operates
hierarchically, but the direction is exactly opposite to what it is in downward communication.
Upward Communication mostly applies to taking job reports and feedback from the
employees. Let us take an example: After the allotment of work, the team leaders need to
scrutinize the work progress of every individual team member, and the need to convey this
information to the head of the department. The head of the department will now share this
information with the head of the company; and this way, the data will lead the person at the
top level who will directly coordinate all the information. So, it is just the opposite of
Downward Communication.

Now, let us assess the critical points about Upward Communication: -

● Upward Communication is the best way to take feedback from the employees. The
process of placing grievances and complainants by the employees to the employers
follows Upward Communication.

● This communication method allows the people at the higher tiers to stay aware of the
progress of the work and get timely information about the ordeals or problems the
employees are facing. If any business house follows a swift communication mode,
many hassles can be avoided entirely, and the staff unrest can be drastically
minimized.

● This Communication is like democracy and creates a sense of equality among the
employees. The employees feel that they have a fair representation and are being
heard. Upward Communication is a great way to keep the employees happy, which
will automatically add to the company's assets.

● Upward Communication helps the company's decision-makers take major decisions

and frame policies in their interest. It is only through Upward Communication that
 the policymakers get to know them inside of the company's story and be aware of its
financial whereabouts that constitute a significant platform for them to frame any
policy.

3. Horizontal Communication:

Upward and Downward Communication generally follows a hierarchical pattern. But if the
business house is massive and has multiple wings, Upward and Downward Communication
is not enough to maintain a complete communicative channel. There has to be adequate intra-
departmental communication. Let us examine the following example of a garment
manufacturing house; one department will stitch the fabric, while another department will be
involved in the design. In contrast, one department will survey finding the model size for the
dress. For a single garment piece to come out perfectly and reach the customer, all these
departments must have vital information about the working of the other departments. If we
consider a schematic representation here, all these subordinate departments are at the same
hierarchical level, but they are horizontally connected. The two significant benefits that
horizontal communication offers are: -

● Intra-departmental problem solving

● Inter-departmental coordination

Both of these benefits are incredibly potent in the betterment of the outcome of the project.
Horizontal Communication enhances coordination and also allows for the lateral flow of
information in the business. In this way, the units can work cooperatively. The loss of data is
drastically minimized in the case of horizontal or lateral flow of information.

4. Diagonal Communication:

This type of Communication is also called Cross Communication. It ensures that there is
adequate information flow among multiple elements of the company. Employees at different
departments and different hierarchical levels of the company must communicate to maintain
an open environment in the business house. Diagonal or Cross Communication ensures the
flow of information informally. Diagonal Communication creates a free environment in the
company and allows the employees to speak up freely, and it makes an excellent
environment for the exchange of ideas. This type of Communication reduces the workload of
the higher-level officers.

Cross Communication minimizes the number of filters in the information channel, preventing
the distortion or loss of information.
The structure of the organization in a business house is the leading framework to decide the
predominant communication channel that shall be followed in the company.

Downward Communication is used mainly to give orders and convey policies, where the
flow of information is from the topmost tier of the company to the grass-root level workers.
Upward Communication is used mainly to convey messages and information to the
company's topmost rank. These include information on job progress and feedback from the
workers. Upward Communication is crucial for policy framing and decision making.

Lateral or Horizontal Communication establishes inter-departmental coordination and

ensures a collaborative working pattern in the business, whereas Diagonal or Cross
Communication encourages establishing a relation between various components of the
company and diminishes the gap between the higher and lower rank of employees.

This helps in building strong ties and uniting all the members of the company into a single-
family. Diagonal Communication also prevents the disruption or corruption of information
flow.

CHECK YOUR PROGRESS-3

Q1 Explain the various dimensions of communication.

Q2 How will one deflect the cons of downward communication and make it work in his favor -
given that he/she is a new joinee in the company?

1.8 COMMUNICATION PROCESS AND CHANNELS OF

COMMUNICATION

The communication framework includes the presence of a sender, a recipient, a message, and
a motivational environment.

The procedure shall contain the following steps:

1. Clear interpretation of the concept and the problem: No message can be communicated
accurately unless the idea or problem is conceived with the accuracy of thinking and
perception on the part of the communicator. It is only based on clear reasoning that the
communicator will settle on the medium to be used to transmit the message.

2. Participation of those involved: The next step is to ensure the participation of other people
in the decision to transmit a message. This can help to explain ideas by contact with others,
to collect new ideas and feedback, and to create an encouraging environment for a
constructive response to the letter.

3. Transmission of the message: When to convey, to whom, when, and how it is supposed to
be conveyed is determined before the real transmission of the message.

Real transmitting includes the planning of the subject and the mode of communication
(known as 'encoding' the message) and the selection of the medium or means of
communication (oral or written) taking into account the essence of the person or party to be
addressed.

4. Motivating the recipient of the message: The communicator cannot rely on the message on
its own to receive the required response from the receiver.

It must ensure that the recipient of the message is not only capable of reading the message
correctly but is also prepared to act on it. Thus, aside from the clarity of the letter, it must
encourage the recipient to act or act as wished by the sender of the message.

5. Evaluation of the efficacy of the communication: It remains for the communicator to

assess and determine the essence of the effects of the communication after the message has
been delivered and acknowledged by the receiver. This decides when and to what degree the
recipient has reacted favorably to the post.

1.8.1 Elements of the communication process

The communication mechanism can be best understood if we take into account the
fundamental elements of the communication process.

Items can be shown as:

Source: egyankosh.com

Figure 1.2 Elements of Communication Process

● Communicator: The communicator plays an important part in the negotiation process

since the message originates from him. Communicators can include supervisors,
assistants, customers, clients, as well as outside groups.
 ● Encoding: The second aspect is the encoding of the matter to be transmitted. It refers
to the preparation in an acceptable language of the subject of communication (idea,
reality, knowledge, etc.).

● Message: The encoded message must be delivered by sufficient means. It can be in

verbal or written form, depending on the intent in question.

● Medium: The medium of communication transmits the message from the

communicator to the receiver. Face-to-face verbal contact, the use of telephones,
intercoms, etc., are the different forms of communication available. In comparison,
non-verbal media such as signs, gestures, etc., can also be used. The choice of media
is an essential feature of communication since the right medium often decides its
efficacy.

● Decoding: Decoding refers to the translation of a letter to substantive words by the

recipient to make it clear.

This is another essential aspect of contact for the receiver's reaction, which relies on
his interpretation of the content and intent of the message.

● Receiver: The receiver of the message has the same critical function to play as the
communicator. In reality, communication to be successful must be receiver-oriented,
since the receiver can decode and comprehend the message that leads to a positive
response from the receiver.

● Feedback: The real reaction of the recipient to the message transmitted to it is known
as 'feedback.'

This is an essential aspect of the negotiation method, as it eliminates the likelihood of

a discrepancy between the purpose of the communicator, and the perception of the
message by the recipient. Two-way communication includes clarification on the
original message transmitted, which allows the sender to verify if the received
message has been correctly interpreted by the recipient.

1.8.2 Channels of Communication

The path or route in which the information flow takes place is known as the communication
channel. The channels of communication may be separated based on:

(1) the relationship

(2) the direction of the flow, and

(3) the method used.

 1. Based on relationship

The course of the flow is ultimately determined by the relationship between the parties
concerned.

There are also two broad forms of communication:

1. Formal

2. Informal

i. Formal communication: The formal channels of communication are based on interpersonal

ties formally defined by the management of the organization.

Orders, instructions, and information passing through these networks shall be official
communications. In other words, the formal channels of communication are used for the
delivery of official communications inside or outside the entity. In any organization, the
channels of communication correspond to the chain of command, i.e., the superior-
subordinate ties in the hierarchy. A superior gives orders to subordinates immediately under
his control, but he cannot do so to someone who is more than one rank below him in the
hierarchy. Similarly, a subordinate cannot announce his results or request information from
others but his immediate superior. He cannot interact individually with someone who is more
than one rank higher in the hierarchy. Only by his immediate superior will he do this. Formal
means of communication allow the management to preserve order and contribute to the
importance of the intent of the message being sent. Yet, formal correspondence, which is
meant to flow across more than one stage, suffers from delays and the risk of distortion.

ii. Informal communication: Communication that takes place based on informal or social
connections between individuals within an institution is known as informal communication.

In general, such correspondence does not obey statutory, formal networks.

This form of contact is attributed to human beings' innate ability to connect and is the
product of social interaction between humans. It can take place between persons in various
organizational roles held by them, and between persons working in different work units. The
origin and flow of informal communication are difficult to trace. It is also known as
'grapevine.'

Messages streaming through informal networks are diverse. It can be solely personal or
connected to corporate matters.

The characteristic aspect of informal contact is that it spreads very easily among people.
Around the same time, though, it consists of half-truths and rumors passed by members of
the organization. No one can be made liable for this, nor is it serious. Besides, this can lead to
leaks of classified information. It often creates anxiety and is often subject to a great deal of
distortion when it moves from one human to another. Management should, however, take
advantage of this by establishing good and constructive ties with others.

2. Based on Direction of Flow

Whether the communication is formal or informal, the channels of contact can be separated
by the direction of flow. These are:

i. Vertical

ii. Horizontal (or lateral)

iii. Diagonal

i. Vertical Communication: This type refers to the communication between individuals

holding senior positions and subordinate positions in the organizational hierarchy.

Orders and directions provided by superiors for subordinates and output updates submitted
by subordinates to managers are common forms of vertical contact. It can be subdivided into:

● Downward communication

● Upward communication.

ii. Horizontal Communication: This Communication that takes place directly between two
individuals of equivalent positions or between two employees under the same supervisor is
called horizontal communication or lateral communication. Horizontal correspondence, thus,
consists of contacts with individuals in the same or separate offices. This promotes the
integration of interdependent events.

iii. Diagonal Communication: This method of communication requires the sharing of

information and details between individuals in positions at various levels of the hierarchy and
even in different divisions. This form of contact shall not take place except under exceptional
situations.

1. Based on the method used

The basis of the methods used for this reason may be:

i. Verbal

ii. Written

iii. Gestural
i. Verbal Communication: As the information is delivered orally, it is considered verbal
communication.

It is a more efficient method of conveying ideas, emotions, suggestions, facts, etc. It gives a
personal touch to the conversation.

It is extremely helpful because the supervisor needs to know the other person's responses
quickly. It's economical both in terms of time and resources. Nothing can be easier and more
economical than the passing of a verbal order. Verbal coordination involves face-to-face
contact, interviews, and mutual consulting. Yet verbal contact has its disadvantages. It is not
helpful if the number of people to be exchanged is greater, and if the communicator and the
recipient are far away from each other. In comparison, verbal correspondence would not
fulfill the intent if the subject matter of communication needs to be kept as a record.

ii. Written communication: In a formal organization, written communication is the most

important tool for the communication of thoughts, information, etc. In any such entity,
several directives, directions, records, and bulletins tend to serve as the basis for
correspondence. Written messages are permanent, visible, and verifiable. The record shall be
preserved, and both the sender and the recipient shall have access to the documents for
further confirmation. Written correspondence is beneficial if the subject matter to be
communicated is long or if it is expected to be transmitted to a significant number of people.
A basic drawback of written correspondence is that it is typically time-consuming. Written
communication tends to be very formal and does not have casual contact. It is difficult to
preserve full anonymity concerning written correspondence. Someday or the other, it's bound
to reach out to others who were supposed to be kept hidden.

iii. Gestural Communication: This is also used as a way of making verbal or written
communication more effective.

One needs only to attend a meeting discussed by a trade union official to see how he uses
various hand movements, shifting of eyes to convey his case. When, at times, the superior
pats his inferior on his back, he will be considered grateful for his work. This, in essence,
would increase the productivity of the subordinate.

COMMUNICATION CHANNELS COMMONLY USED IN BUSINESS

Here are some of the most-used communication channels in business:

i. Formal Channel:
The formal communication channel transmits details such as the aims, strategies, and
procedures of the organization. Messages in this form of communication channel obey a
sequence of instructions. It ensures that knowledge moves from the boss to his assistants and,
in exchange, forwards the information to the next stage of the workforce.

An indication of a formal communication platform is the business email, which offers staff as
well as customers a good understanding of the company's priorities and vision. Which also
involves the transfer of knowledge on memoranda, papers, instructions, and planned
meetings in the chain of command.

A business strategy, consumer feedback study, annual reviews, employer's manual,

evaluation meetings are also formal channels of communication.

ii. Informal Channel:

Any company often has an informal communication network (or grapevine) that goes to
work if two or three workers get together and start chatting about the company and their
careers. Informal communication can take place just about anywhere (in a single person's
club, in a cafeteria, on a golf course) and by just about any method (phone, e-mail, instant
messaging, face-to-face conversation).

While also named grapevine, an informal network is an incredibly valuable medium of

communication. Why? For the basic explanation that it is usually prevalent and can seldom
be avoided, particularly though it is not formally approved by the business—indeed, even if
the organization is attempting to deter or circumvent it. Unofficial knowledge passes almost
any line drawn by a firm's organizational map, spreads out and affects everyone in the
company, and, what's more, moves even quicker than confirmed information.

iii. Unofficial Channel:

Good managers may understand that often the communication that takes place inside an
organization is interpersonal. Although the minutes of a meeting can be the focus of debate
between staff, athletics, politics, and TV shows, they often share the floor.

The unofficial communication medium of the company is 'grapevine.' It is via the grapevine
that stories spread. Those participating in 'grapevine' conversations frequently shape
communities that translate into friendships beyond the organization. While the grapevine can
have beneficial effects, knowledge circulated through the grapevine is most frequently
exaggerated and can bring undue panic to employees.

A successful manager should be stripped of the knowledge circulated through this unofficial
communication system and should take positive action to avoid the flow of fake information.
Social meetings between workers are an indication of an unofficial communication channel.

1.8.3 Factors to Consider Before Selecting the Right Communication Channel

Each channel has its advantages and disadvantages, and no channel is perfect for all
situations. Hence, there arises a need to experiment with a few channels to determine their
effectiveness. It is advisable not to be stuck with any particular channel. Sometimes,
requirements might be a mix of different channels. So it is best to devote some time to
determine which channel meets the organization’s unique requirements. Here are a few
factors which must be taken into consideration to select the right communication channel.

i. Understand your objectives

The selected channel should be in sync with the type of business and its overall business
goals. For this, identify the objectives desired to achieve with the communication. The
objective should be clearly defined and known before finalizing a channel for
communication.

ii. Requirements of the audience

Knowing the audience well will help make communications more effective.

Understand the characteristics of the audience like age, education, access to media like radio
or TV, and their watching habits. Try to know what their expectations are and determine
whether they will accept the channel selected as credible.

iii. The type of message being sent

Identify first the information one wants to communicate before selecting an appropriate
channel. Understand whether the message is formal or informal, or if it is confidential or
sensitive. Know whether the target is a group, an individual, a higher-up, or a team member.
Find out whether it is a one-way communication, or if a reply is needed.

iv. Comparing the benefits of different channels

Make a list of potential channels and research to get information about each one so that they
could be ranked. Every channel has its pros and cons. Find out the reach of each channel, the
type of audience that accesses it, and its effectiveness. Understand how much money and
time it will cost the organization for using each channel. Know what skills are required to
utilize the channel properly.

v. Understand the costs involved

One needs to know how much it will cost the channel to convey the information. For
example, one should know the rates of using a spot-on TV or sourcing airtime on the radio.
He/she will need to decide which channel is more feasible for the organization. If print media
like leaflets or posters is being used, costs will be low, but the channel will not be that
effective in a rural setup where people are not that literate. Employing mass media channels
may seem expensive, but the cost per person reached is low. The selected channel must be
affordable and sustain the overall marketing budget.

CHECK YOUR PROGRESS-4

Q1 What are communication channels? Give a few examples.

Q2 Why is it important to select the right communication channel?

Q3 What is the best mode of the communication channel to deliver a single message to
multiple customers, and why?

1.9 TECHNOLOGY AND BUSINESS COMMUNICATION

Communication is one of the supporting pillars of a good business. However, not a lot of
thought is given to the communication aspect of a business.

There are many levels on which a business has to operate. Some aspects are hidden from us.
A client doesn’t see the logistical side of a business; they are only aware of the product,
delivery, and service. A low-level employee isn’t concerned with upper management politics.
The upper management doesn’t have to personally oversee every detail of the project. And
yet, all parts depend on each other. In other words, active communication needs to be
maintained between all parties involved in smooth functioning.

Employees need to be able to communicate with each other regularly, information and
progress reports have to be passed up the chain of command, and orders have to be passed
down the chain, clients need to be sent invoices, and feedback has to be collected by the
company. Advertisement is also part of communication, so is the planning that goes into it.

There is no shortage of examples that help establish the role of communication in a business.
In summary, communication is vital to a business.

In an ideal case, communication would be:

● Instantaneous

● Without the loss of information

● Accurate
 ● Clear

● Organized

In the last few decades, technology has proven to be a conduit for communication.
Advancements in technology have slowly established it as the perfect medium for
communication. Technology-assisted communication has achieved some of the properties
mentioned above. Ongoing research aims to improve the current modes of communication
and minimize technological error, leaving room only for human error.

1.10 VARIOUS TOOLS USED IN COMMUNICATION

Since its invention for defense purposes, the internet has proven to be a very powerful tool.
Today, it is everywhere. It is a part of everything.

Internet-of-Things (IoT) is a very popular branch of research where computer scientists are
trying to incorporate the internet into every aspect of our lives, our TV, our showers, the
curtains, and even the light bulbs. However, the internet was developed as a communication
tool. It is still used for that purpose and has become fairly convenient for everyday use.

● Telephone

The invention of telephones made the world a smaller place. Essentially, they allowed
people to connect and have voice conversations with instant feedback. Two people
physically located miles away from each other could communicate without audio lag if
they have a telephone set.

The invention and advancements in mobile phones have limited the use of telephones, but
they have not become obsolete. Many businesses still use landline telephones for official
business. Call switching and other lucrative functions make telephones an efficient mode
for communication within the work environment.

● Mobile Phone

Over two decades, mobile phones have become very cheap. Modern mobile phones can
do a lot more than just make phone calls.

They have cameras, internet service and they can support apps that facilitate many
aspects of a business. In other words, a mobile phone is like a Swiss army knife.

Allowing users to instantly connect with their clients through phone calls, mobile phones
gain an edge over telephones due to their portability. Mobile phones can also be used as
notepads, reminders for important tasks, and storage devices for important information
and contacts. Messaging apps for communication like WhatsApp, Telegram, etc. have
gained momentum.

● Email

Another tool for telecommunication, email gained popularity in the early 21st century.
Before social media, emails were used for personal and professional communication.

Email reduced the time lag in written communication to zero. Unlike letters, a record of
email transcripts is maintained unless the user chooses to delete it.

If one has an internet connection, any amount of information can be sent through email to
anyone, provided one knows their email address. Email also allows users to send
documents and files via the internet.

It is not difficult to see the possibilities email offers to businesses. Conventionally, email
is considered more professional than social media for official communication.

● Video Conferencing

Equipped with a camera, a stable internet connection, and a computer or mobile phone,
anyone can communicate with others via video conferencing.

Businesses rely heavily on phone communication and email in their day-to-day operation,
but text and audio cannot provide the same comfort video conferencing can.

Scientists had been studying the impact of text communication and audio communication
on personal and professional relationships. They both lacked a personal touch and led
users to be distant. Although not perfect, video conferencing reduces that distance and
allows for more efficient communication between parties. There are many video
conferencing apps and websites, along with professional setups that businesses can have
installed into their conference rooms for meetings with clients and employees in other
countries. Google meet, skype, and zoom conferencing are some of the preferred video
conferencing applications.

● Internal Blogs

An internal blog is a place where workers can exchange thoughts and perspectives easily
and informally. The benefits of an internal blog can include: Broadcasting and
showcasing the expertise of an individual on a particular issue or field of the company,
creating a searchable and permanent repository of papers, information, and experience on
the knowledge base. Both posts posted and written on an internal blog will live there until
they are manually removed. It encourages constructive dialogue and cooperation between
the workforces. There are times when certain workers are more inclined to talk up in a
 simulated world than face-to-face. It connects staff through divisions and brings
employees up to date with relevant details and business updates.

● Discussion Forums

While discussion forums may sound like old tech to others, they are still one of the
preferred business communication methods used today.

A discussion platform may put together managers and workers and make for an active
discussion about any subject (usually set up and monitored/moderated). It will also assist
in the diffusion of information and put the workforce closer. Forums are often useful in
the archiving of corporate information to be accessed by all as a guide. Employee
productivity may also be increased by engaging in daily conversation groups.

Discussion forums can also promote the exchange of information. No time can be spent
asking the same questions again and again until the business forum has been incorporated
into the organization hunt. This would enable the forum knowledge to be discovered by
those who need it when they need it.

1.10.1 Prerequisites of good communication

Having established the importance and modes of communication in a business, the properties
of efficient communication in this section.

1. Instantaneous

A large number of people, directly or indirectly, perform tasks to keep a business running
smoothly. The internet has allowed businesses to stay in touch with each part of the
working process without any delay.

In other words, the operation of a business can happens without any delay, thus getting
more work done in the same amount of time. It also speeds up the process of
troubleshooting and allows for a more geographically extended operation.

2. Without the loss of information

The information must be preserved in the transmission process. If the channel is faulty or
has too much noise, parts of the message may get damaged or removed. This would
hamper active communication and cause unnecessary delays in the operation. While
setting up a telecommunication system for a business, it is important to use good cables
and establish a strong signal strength between different nodes of the circuit.

3. Accurate
The accuracy of a message is dependent on the sender. Unlike most cases discussed earlier,
we will now consider the human aspect of running a business. For efficient working, the
sender must communicate their message as accurately and as concisely as possible to the
receiver.

This helps establish proper communication between the parties involved and avoid conflict
over vague information.

4. Clear

The message by the sender should be in a way that is easily understood by the receiver. For a
business to be run successfully, clarity in communication will help avoid any
misunderstandings that may interfere with the operations of the business at a later stage.

5. Organized

The structure of the message should be planned and prepared to make it easier for the
receiver to understand what the sender wants to communicate. For quick and effortless
communication, the flow of information should be logically consistent.

CHECK YOUR PROGRESS-7

Q1. What are the different modern tools used for communication?

Q2. A business firm needs clear and concise communication. Explain the statement.

1.11 ROLE OF MANAGERS

Effective Communication is essential for managers of organizations to execute the core

functions of management, i.e., preparation, organization, management, and control.

Communication allows managers to carry out their work and obligations. Communication is
the basis for preparation. The important knowledge must be transmitted to administrators
who, in essence, must convey the proposals to execute them. Organizing often includes good
communication with others regarding their jobs.

Members as managers must interact efficiently with their subordinates to accomplish the
aims of the team. Controlling is not feasible without written or oral communication.
Managers dedicate a substantial portion of their time to communication. In general, they
invest about 6 hours a day in communication. They expend a great deal of time in face-to-
face or mobile communication with their bosses, supervisors, friends, clients, or suppliers.
Managers often utilize written communication in the form of documents, notes, or memos
when oral communication is not possible.

The Manager's role in any business house is inevitable, especially when it comes to Business
Communication. The Manager is the most important post that helps in the smooth and hassle-
free operation of any company. Managers communicate with their subordinates and their
heads to establish an uninterrupted communication chain that holds the company tightly
together in a single frame. A manager has multiple responsibilities and needs to discharge
them well to avoid any complication in functioning. Managers have to communicate with the
subordinates and the people at the higher posts that the decision and policymakers are
making.

The Manager acts as an effective medium that shall facilitate the interaction between various
teams of the business. A manager must share all information clearly with the workers and
clarify what is expected of them regarding any particular task. It is like acting as the
torchbearer who shall show the path to the others such that the workers do not get lost or
astray. The effective guidelines and management of the manager will extract the best out of
every team member.

1.11.1 Why is a manager required to possess efficient communication skills?

The unique thing about a manager's parts is that - a manager has to carry out both upward
and downward communication. That means any information regarding policies, work orders,
guidelines, etc., from the higher authoritative tier, will reach the grass-root level employees
through the manager. Thus, the manager needs to maintain the flow of communication.

1. Managing Deadlines:

Getting the task done within proper time and respecting the deadline at all costs is one of
the manager's primary duties. Any work can be completed better if divided into portions.
A manager must divide work into multiple fragments and assign each task fragment to
the team specialized at it. At the end of the task, it is the manager's job to join all the
mission's fragmented results and present it as a whole to the final authority. A manager
must continuously follow up with the workers to track the speed of progress and estimate
whether the work is running as per schedule. Completing the work way before the
 deadline provides enough scope for rework or grievance redressal and keeps the
employees out of unnecessary last-minute struggles.

One of the manager's primary duties is to chalk out a plan before starting the work to
make things run smoothly.

2. Maintaining Transparency:

A manager has to work as a leader and work with the entire team. An efficient manager
has to pay equal and adequate importance to all the employees and maintain similar
behavior. This brings about a sense of equality and justice among the employees and
motivates them to listen to the manager and respect the position. Not all team members
are equal. Many employees are introverted and not careful enough to share all the
information, accurate data, and work status from time to time. This creates a lot of
nuisance, especially as the deadline approaches.

3. Motivating Employees:

A manager is the group leader and must work together with everyone as a team. Human
Beings are not machines, and it is very natural to get tired, bored, and disgusted with the
work. Many employees also become scared of approaching deadlines or face innumerable
other problems that could negatively impact business growth. It is the work of the manager to
motivate the employees from time to time.

Appreciation plays a great role in motivation. An efficient manager must always remind the
employees of their worth in the company and boost their confidence.

If at all necessary, reprimanding must be done in a way that does not hurt the employee's
self-respect. Overall, a manager has to balance his or her actions to get complete employee
support.

4. Providing Critical Analytical Solution

A manager must keep in touch with both the employees and the authorities. It is very
important that the manager collects the data from either side from time to time and passes
it as a clear channel to the other side. Since the manager is the only person who monitors
both sides of the business, they can come up with brilliant ideas to revolutionize the
industry such that the company will grow.

The Manager must give valuable inputs while framing the policies and decision making.
The Manager has a clear idea about the entire business and must put forward critical
analytical solutions to work better for the business house.
CHECK YOUR PROGRESS-8

Q1. How does communication help managers in coordinating with the team members?

Q2. A Manager has to be an efficient communication channel - Explain.

Q3. In a certain company, the executive body does not have the correct information regarding
the work completion of a certain project. The authority blames the Manager for
mismanagement. Are they right in doing so? Justify your answer in light of the relevant
managerial role.

1.12 BARRIERS TO COMMUNICATION

Communication barriers are the gaps that shift the expected results from the actual results.
Business communication can be an elementary tool in running the business smoothly, but,
what if the transmission does not run as per the planning? If that happens, the result expected
out of suitable business communication shall also drift away from its way.

Listed below are the possible business communication barriers:

1. Physical Barriers:

Physical barriers mean the barrier intangible or real form. This type of wall occurs when
the communication channel members are far away from each other physically, and there
is no connection between them. Distance becomes one of the fundamental limiting
factors here.

These are the most visible obstacles to successful contact. In principle, these obstacles are
typically quickly removed at least.

They contain barriers such as noise, locked doors, unreliable contact devices, closed
cabins, etc. Often, in a large office, physical separation between separate workers,
combined with defective equipment, can result in significant barriers to successful
communication. Semantic barriers are also one of the principal types of physical
obstacles. The mode of communication or language that the transmitter uses for
transmission may be unknown to the receiver. This type of barrier is called the Semantic
barriers.
 2. Psychological Barriers:

Emotional or psychological barriers are one of the most crucial types of obstacles in any
business house. This type of fence is only based on abstract vibes, making it even more
challenging to recognize, tackle, and eliminate. They could be of multiple types like
inattention, the difference in perception, inadequate retention capacity of the
communicator and the receptor, distrust among the various units of the communication
channel, or the nature of specific employees that makes them poor communicators.

Psychological distress of the employees is also one of the fundamental reasons, and they
fail to perform well in the company. Some may have personal family problems; some
may not be interested in particular projects. All such factors distract the employees from
keeping up with work and producing the desired results. These are elementary
psychological barriers, also grouped under emotional barriers that interrupt business
communication.

It so happens, that the receiver evaluates a particular message or draws a conclusion from
it, even before the transmitter completes the statement.

This is called premature evaluation and can also lead to a barrier in communication. Poor
listening habits of particular employees and the subsequent difference in words and
actions could also act as a potential barrier to business communication.

3. Organizational Barriers

Organizational Policy plays a significant role in this case. The company's rules and
regulations may be biased and might indicate the empowerment of a single post.

Such a sublime autocratic set-up of the business is not at all conducive for business
communication. The Policy laid down by a company may not be successful in defining the
correct behavior expected from the employees. In such cases, the employees may get lost,
and will not have a sorted guideline to show them the way.

The complexity and the hierarchy of posts in any business could also be determinants of ease
of business communication. Suppose there are too many components in any business, and
there is nobody to collaborate or coordinate all the departments' work. In that case, there can
arise a whole commotion which is a colossal business communication barrier. Fragmentation
of the units and a practical link establishment between various business components is the
only effective way to overcome this barrier.

In any business house, the employees' appreciation or rewards should be based entirely on
their performance. However, many times, unjustified biases are observed in many businesses
where the discrimination between employees is made based on caste, religion, gender, and
creed. Such discriminative nepotism on the part of the business authorities de-motivates the
employees and also leads to grievance build up that affects the business negatively in the
long run.

CHECK YOUR PROGRESS-9

Q1. Describe the different types of communication barriers.

Q2. How can organizational barriers affect the employees of the business house?

Q3. Can the difference in culture be a business communication barrier? If yes, explain how.

Q4. Are physical barriers still relevant in today’s world of digitalization? Explain how.

1.13 SUMMARY

Communication is the exchange of ideas and ideas between various elements of the business.
Appropriate communication can greatly uplift the progress, success, and profit of the
business. Commands, ideas, instructions can be clearly articulated via effective
communication. It is the task of the manager or the group leader to ensure an environment in
the workspace, which is conducive to free communication.

Communication always ends up illuminating the path of a solution. Communication never

goes in vain. A strong communication platform makes things easier practically for all the
people of the company. When an employee is aware of their goals, they can experience job
satisfaction upon its completion, and it greatly benefits the growth of the employee.

Communication can also help the higher authorities to resolve any prevailing worker’s unrest
and lead the entire company in a better way. It is only through communication that the upper
tier of the business will get information about the problems, demands, and grievances of the
subordinates and try to resolve them.

The goal is effective functioning and communication is the key tool in its achievement.
Communication is directly involved in every aspect of personal and professional lives.
Human beings spend most of their time communicating with others, either verbally, in
written form, or visually through our body language or art.

Considering the role of communication, one must learn to communicate properly without
ambiguity. Misunderstanding and language barriers disturb the flow of communication and
inhibit the development of social and professional bonds. It is appropriate to say that
communication is the key to existence. Developments in technology have created a platform
and provided tools for businesses to become more efficient. At this stage, almost all
businesses have moved to the internet to expand their customer base and become more
accessible. The use of personal phones and the internet has allowed employees within an
organization and clients of the business to stay in touch without delay. However, it is not all
positive. Due to the availability of so many resources and the ability to contact each other at
any time and location, a harmful culture is being established. In other words, the distinction
between personal and professional space is being blurred. Technology is a tool that can
greatly improve how business is conducted. There is no shortage of examples that
demonstrate how technology can be creatively used to boost business.

1.14 SELF-ASSESSMENT QUESTIONS

A. Descriptive Type Questions

1. What are the seven key parts of the communication process?

2. What are the barriers to effective communication?

3. What is written communication?

4. What are the benefits and limitations of an electronic spell check and writing-analysis
software?

5. What is business communication?

B. Scenario-Based Questions

1. Which one is more important and why: to be a good listener or a good

communicator?

2. A colleague of yours is publicly belittling your work achievements. What would you
do?

3. Explain to a 95-year-old person what you do for a living.

4. How would you deal with a situation where there is tension between you and a
colleague?

5. Explain what constructive criticism means and how would you handle it?

C. Multiple Choice Questions

1. Which is the best way of giving feedback?

 (a) Two-way communication

(b) Written communication

(c) Oral communication

(d) Visual communication

2. What is the best replacement for face-to-face conferencing?

(a) Video conferencing

(b) Phone calls

(c) Instant messaging

(d) None of the above

3. How can you ensure that your written communication is clear?

(a) By reading it again

(b) By asking for help from others

(c) Writing best at first go

(d) None of the above

4. As a manager how can you ensure the company progresses?

(a) Taking part in two-way communication

(b) Handling both upward and downward communication

(c) Ensuring team works hard

(d) By doing work himself

5. Which is the best communication channel to ensure accurate data transfer?

(a) Phone call

(b) Video call

(c) Instant messaging

 (d) Email

6. How can a manager meet deadlines without chaos?

(a) Through diagonal communication

(b) Maintaining right downward communication

(c) Maintaining both upward and downward communication

(d) None of the above

7. Inattentiveness of the employees is which type of barrier?

(a) External

(b) Physical

(c) Psychological

(d) organizational

8. Which one of the following is the greatest enemy of business communication?

(a) Clarity

(b) Noise

(c) Politeness

(d) Patience

9. Deriving conclusions before completion of messages is a type of

(a) Organizational Barrier

(b) Psychological Barrier

(c) Physical Barrier

(d) Cultural Barrier

10. Favoring candidates of interest in the business is called:

(a) Promotion
 (b) Nepotism

(c) Interruption

(d) Disconnection

11. How do you choose the right communication channel?

(a) Objective of communication

(b) Benefits of the communication channel

(c) Benefits of communication

(d) All of the above

12. Which is the best communication dimension for informal communication?

(a) Downward communication

(b) Upward communication

(c) Diagonal communication

(d) Horizontal communication

13. The benefits of horizontal communication are

(a) Intradepartmental problem solving

(b) Interdepartmental coordination

(c) None of the above

(d) All of the above

14. Which of the following is not a benefit of communication?

(a) Successful operation

(b) Harmony in a company

(c) Problem-solving

(d) Managing leaves in a company

15. Communication word is derived from?

(a) Communis

(b) Communism

(c) Communist

(d) Communal

Answers: 1. (a), 2. (a), 3. (a), 4. (b), 5. (d), 6. (c), 7. (c), 8. (b), 9. (b), 10. (b), 11. (d), 12. (c),
13. (d), 14. (d), 15. (a).

1.15 SUGGESTED READINGS

Reference books

● Furr, N., Dyer, J., & Christensen, C. M. (2014). The Innovator’s Method: Bringing
the Lean Start-up into Your Organization. Harvard Business Review Press.

● Luntz, F. (2008). Words That Work: It’s Not What You Say, It’s What People Hear
(Revised ed.). Hachette Books.

● Malhotra, D., & Bazerman, M. (2008). Negotiation Genius: How to Overcome

Obstacles and Achieve Brilliant Results at the Bargaining Table and Beyond
(Illustrated ed.). Bantam.

Textbook references

● Nathan A. Perez, Marcia Ballinger Ph.D., the 20-Minute Networking Meeting -

Professional Edition: Learn to Network, Career Innovations Press

● Lesikar, R/ Flatley, M. 9th ed, Basic Business Communication: Skills For

Empowering The Internet Generation. (2005). Tata McGraw Hill Publishing
Company Ltd. New Delhi. TMH

● Lesikar, R/ Others 11th ed, Business Communication: Making Connections In A

Digital World

Websites

● www.ecampusontario.pressbooks.pub

● www.blog.smarp.com

● www.smallbusiness.chron.com