BUSINESS
COMMUNICATION
MANAGING COMMUNICATIONS, BASIC FORMS OF COMMUNICATION – INTERNAL
& EXTERNAL COMMUNICATION
BY MRS NEHA JUGLAUL
FORMS OF COMMUNICATION
• In this topic we will examine the different types and forms
of communication with special emphasis to non-verbal
communication
OBJECTIVES
Upon completion of this unit you will be able to:
• 1. Identify the different types and levels of communications
in the workplace.
• 2. Explain the systems of communication.
• 3. Discuss the different forms of communication.
TYPES OF COMMUNICATION
• The type of communication is usually distinguished by the number of
people involved in the communication, the purpose of the
communication, and by the degree of formality in which it occurs.
• When you communicate you interact and react. You exchange
information, ideas, plans, and make decisions, rules, proposals,
contracts, and agreements.
• All these activities require one skill that is communication .
TYPES OF COMMUNICATION
• Four types of communication are discussed below:
• intrapersonal
• interpersonal
• small group and team
• public.
INTRAPERSONAL COMMUNICATION
• To communicate with others you must first understand how you communicate with yourself.
The process of understanding information within oneself is called intrapersonal
communication.
• As we grow we learn alto about ourselves and our surroundings and much of what we learn
is gained from our own experiences. Intra personal communication includes internal
activities such as thinking, problem solving, evaluating, emotions and stress. All messages
that we create first occur within us.
• Intrapersonal communication may occur without the presence of any other type of
communication, but all other types of communication cannot occur without it.
INTERPERSONAL COMMUNICATION
• The informal exchange of information between two or more people is
referred to as interpersonal communication.
• It includes informal conversations such as talks with parents, friends,
children, acquaintances or strangers as well as more formal conversations
such as an Interview.
SMALL GROUP
COMMUNICATION
• A subcomponent of interpersonal communication - small-
group communication, is an exchange of information
among a relatively small number of persons who share a
common purpose.
PUBLIC COMMUNICATION
• a message is transmitted from one person to a number of
individuals who listen. The most widely used form of public
communication is the public speech.
COMMUNICATION SYSTEMS
• Downward Communication
• Upward Communication
• Horizontal Communication
HORIZONTAL COMMUNICATION
• Horizontal communication occurs between people of the same status
– departmental heads, directors, supervisors or between peers in
organizations in order to solve problems, performs job duties,
prepare for meetings, and cooperate on important projects.
DOWNWARD COMMUNICATION
• Organizational decisions are made at top level and then flow down to
the people who carry them. When employees receive appropriate
downward communication from the management, they become
motivated and more efficient. Downward communication frequently
makes use of communications like memos, notices, in-house
newsletters, handbooks and procedure manuals.
UPWARD COMMUNICATION
• The upward communication flow is equally important as downward
communication. Communications are directed upward to managers or
supervisors by using memos, reports, meetings and informal
discussions. Successful managers listen closely to opinions,
complaints, problems, and suggestions, especially when these are
clearly put forward.
INTERNAL COMMUNICATION
This communication takes place within the organization and falls under
two categories:
• Internal oral communication which includes telephone, face-to-face
discussions, intercom, presentation, meetings and conferences.
• Internal written communication which includes memos, reports,
graphs/charts, email, fax, notices, minutes, newsletters etc.
INFORMAL INTERNAL
COMMUNICATION
• Every organization has an informal communication network – a grapevine:
this term describes an unofficial communication system which is
constantly changing. It is an important source of casual conversation.
However it may be viewed as vehicle for distortions of the truth, rumor or
gossip.
EXTERNAL COMMUNICATION
Communication that takes place outside the organization is called external
communication and falls under two categories:
• External oral communication- which includes meetings, conferences/
seminars, conversations , telephone communication and presentations
• External written communication – which includes advertisements, notices,
reports, emails, fax, letter, invitations, leaflets/brochures, forms/ questionnaires
etc
FORMS OF COMMUNICATION
• Communication involves the exchange of information in the form
of messages, signs, symbols and thought. This exchange of
information can be relayed to the sender through different forms,
three of which will be discussed below:
• Oral Communication
• Written Communication
• Non-Verbal Communication
ORAL COMMUNICATION
• Oral communication refers to the spoken words in the communication
process. Oral communication is information spoken by mouth; the use of
speech.
• Some of the examples of Oral Communication are: Face to face
communication, Telephonic Communication, Public Address System
(Speech), Informal rumor mill (Grape Wine), Audio & Visual Media(Radio,
TV), Lectures, Conference-Interchange of views, Meetings, Cultural Affairs.
WRITTEN COMMUNICATION
• Communication by means of written symbols (either printed or
handwritten). Some of the examples are:
• Orders, Instructions, Letters, Memos, Reports, Policy manuals, Information
Bulletin, Complaint System, Suggestion System, etc.
• The effectiveness of the written communication will depend on the style of
writing and also the clarity and precision of language.
NON-VERBAL
COMMUNICATION
• is the overall body language that a person uses when they engage in communication.
These include body posture, hand gestures, facial expressions and the overall body
movements. Non-verbal communication is also known as SEMIOLOGY
(communication that does not use words).
• Facial expressions form a major part of non-verbal communication because it
communicates instant expression about a person’s mood. This does not mean that
other non-verbal elements are not equally important. A firm handshake can
independently express emotion as well.
NON-VERBAL
COMMUNICATION (CONT)
• Non-verbal communication can also be observed in the form of signboards,
photographs, sketches or even paintings. Most of the time we consciously
and unconsciously use the elements of non-verbal communication to support
the verbal messages that enhance our communication’s. In other words,
effective two way communication depends on our ability to interpret non-
verbal signs.
COMMUNICATIONS ACCORDING
TO STYLE AND PURPOSE
• Formal Communication - This includes all the instances when communication has to take place in a formal
format – the style is formal and in most cases very official. Business meetings, official conferences would make
use of official letters and memos to convey their message. Formal communication is straight forward, it is to the
point and has a rigid tone to.
• Informal Communication - this includes instances where people share a casual dialogue or conversation
with each other. There are no strict guidelines to follow. They do not necessarily have boundaries of time like
formal communication. This type of communication occurs between friends or person who have a very good
relationship.
The end
