Communication

 Communication can be defined as receiving, giving, exchanging of

opinions, information or ideas either by written, vocal or visual means, so
that the material communicated is completely understood by relevant
parties. Communication is the meaningful transfer of information from
one person to another.
 “Communication is an exchange of facts, ideas, opinions or emotions by
two or more persons.” –Newman and Sumer.
 “Communication is a two way process of exchanging ideas or
information between human beings.” –Murphy & Peck.
 Communication
“Communication is the sum total of all the things one person does when he
wants to create understanding in the mind of another. It is a bridge of
meaning. It involves a systematic and continuous process of telling,
listening and understanding.”

The definition involves two aspects in communication.

 First, there is something which is transmitted, such as facts, feelings, ideas,
etc. It implies that there must be a receiver if communication is to occur.
 Second, the definition emphasis the understanding element in the
communication process. Sharing of understanding would be possible only
when the person to whom the message is sent, understands in the same
sense in which the sender of message wants him to understand.
 Business Communication
 The exchange of ideas, news and views in connection with the business
among the related parties is called Business communication.
 Business communication is the process of sharing information between
people within and outside a company.
 In another way we can say, the sharing of information between people
within an enterprise that is performed for the commercial benefits of the
organization. In addition, business communication can also refer to how a
company shares information to promote their product or services to
consumers.
 Elements/Components of Business
Communication
Effective communication produces a meeting of the minds where everyone
involved shares the same information. In business, this serves a practical
purpose. Communication establishes order and unity, enables people to act
and promotes wise decisions. Effective communication powers a successful
business, as it’s the only way to share a company’s goals and coordinate the
work that achieves those goals. All communication has the same components,
and knowing how these components apply to a business can help an owner
enhance communication within the organization.
 The Business communication components are:

 Context

 Sender

 Message

 Channel

 Receiver

 Feedback
 Elements/Components
 Context: Every communication occurs within a context, which helps to shape the
message. Business context includes urgency, timing, company culture and the setting
in which the message will be received.
 Encoder or Sender: He/she is the person who intends to make contact for passing
information and understanding to other person. Senders initiate the process of
communication. The sender of information who seeks the desired responds from
receiver. To ensure a successful communication, the sender must consider the
context of the message, who will receive it and what the message should accomplish.
This enables the sender to properly shape and deliver the message.
 Message: This is the subject-matter which is transmitted or passed by the sender to
the other party or group of persons. This might be opinion, order, suggestion,
attitude, feeling, view, etc. Effective messages keep the point of the communication
at the forefront. The sender also should consider the results of the message -- what
the communication needs to accomplish or what action it should spur. Written
communications require giving thought to visual appeal. Messages should be easy to
read and navigate; fonts, white space and headings can help or hinder the
communication process. Including a visual element such as a chart might get across
difficult information more effectively than words.
 Elements/Components
 Channel: The encoded message is transmitted through a medium or channel. The
two basic business channel categories are oral and written. Oral communications can
be carried out over the telephone or using Internet-based technologies such as virtual
teleconferencing and webcasts. Written communication includes reports and memos
on traditional paper-based media or on electronic media. The media is selected by the
sender considering various factors.
 Receiver: The person to whom the message is meant for is known as receiver or
communicate. Decoding is the job of the receiver of the message. It involves
interpreting the verbal and nonverbal messages transmitted by the sender.
 Feedback: When the receiver acknowledges the message of the sender and responds
back to him/her, feedback takes place. Without feedback communication is
incomplete. Feedback lets the sender know whether the receiver correctly interpreted
the message and encourages further interaction. For an owner fielding employee
requests or complaints, a handy approach to providing feedback is to summarize the
message. As the authors of “Management: Meeting and Exceeding Expectations”
point out, if a receiver can’t restate a message, it’s a sure sign the message wasn’t
understood.
 Two-way Communication
Process
 The communication process or communication cycle involves two phases
that’s why initially it’s called two way communication process.
 Before communication can take place it needs a purpose, a message to be
conveyed between a sender and a receiver. The sender encodes the message
(converts it to a symbolic form) and passes it through a medium (channel)
to the receiver, who decodes it. The result is transfer of meaning from one
person to another.
 The key parts of this cycle are (1) the sender, (2) encoding, (3) the message,
(4) the channel/Medium/Noise (5) decoding, (6) the receiver, (7) feedback.
 Two main phases are the sender part and the receiver part.

Sender part
 The first phase starts with a sender who will conceive a message to communicate.
When you have something to say choose the best means, bear in mind that timing is
important. You should also consider the recipient carefully and aim your message to
suit their specific need.
 Then the sender encodes the message into a suitable form. This form could be oral,
written or visual or the combination of these. It will help you to choose appropriate
language and tone.
 Lastly the sender select the appropriate channel by which the message will be sent to
the recipient. This is the stage where the message will actually sent and the
information will be delivered. In case of choosing channel you must consider all
aspects: speed, cost, confidentiality, etc. and make an intelligent decision before
sending your message. Time and money can be wasted if you choose wrong channel.
The sender selects it, determining whether to use a formal or informal channel.
Formal channels are established by the organization and transmit messages related to
the professional activities of members. They traditionally follow the authority chain
within the organization. Other forms of messages, such as personal or social, follow
informal channels, which are spontaneous and emerge as a response to individual
choices.
 Receiver part

 The second phase of the cycle start with the recipient decoding the message
that she or he received. By decoding we means absorbing the message. For
example, if the message is encoded in written form then recipient decodes the
message by reading it.
 Then she or he interprets the message. It is very important. Distortion of the
message may occur if the sender has not carefully encoded the
communication in which the recipient will interpret the message differently
from how it was intended.
 The communication process cannot be successful without appropriate
feedback. In oral, this is often immediate. But in written it is different.
 Communication Barriers
Barriers means obstacles in the way to effective communication. Communication may
fail for a variety of reasons like:

Non-verbal signals
 Non-verbal signals, often regarded to as “body language”, can provide valuable
feedback where verbal communication is concern. What you don’t say is just as
important as your spoken words. Make sure your body language is communicating a
message of attentiveness, friendliness, and acceptance. Maintain eye contact when
you’re speaking and listening and avoid gestures such as furrowing your brow or
crossing your arms. Non-verbal communication techniques are often used
unconsciously, important for face to face conversation. In case of written
communication, non-verbal signal can be act as barriers.
 Communication Barriers
Language
 Language is another barrier. Language barriers are as difficulties in communication that
occurs within a group of people or between individuals with different language
background or dialects. In the presence of language barriers, it would mean that there
will be less or no communication. The language barrier in the workplace can occur due
to a difference in languages spoken or if speakers use different technical terms or
jargons. This can even happen in the world of gig economy jobs.
 For example, people from the same company but different departments or divisions may
experience a language barrier in communication due to the technicalities of the
languages they use. People from different industries or careers may also encounter a
language barrier in communication for example when a law practitioner talks to an
engineer or a marketer, the terms and language used may differ.
 Communication Barriers
Listening: Anyone who has something valid to say deserves attention. Listening is a skill.
Careful concentration is demanded if a communication is to be understood.
Communication is a two-way street. Listen as much, if not more, than you speak.
Encourage feedback, and practice active listening. Don’t interrupt when others are
talking, repeat key points, and ask for clarification when needed. Success at gaining
attention depend on the words used, the way the communication is expressed, our
interest in the speaker, our interest in the communication and various other factors.

Pre-judgement: If the receiver has a suspicion about or prejudgment against the source of
communication, there is likely to be a barrier to communication. This gives space for
making wrong decisions or not taking into perspective other aspects of the problem or
situation to make informed judgment. In this case we often hear what we want to hear,
or what we think we have heard, instead of what has actually been said.
 Communication Barriers
Relationship
 The effectiveness of communication may depend on our relationship with the person we
are communication with. It relationship between them are not good, communication
may fail to be effective or may break down altogether.

Emotional responses
 Communication cannot succeed if a person is highly emotional about the topic concern.
Sometimes our emotions take over when communicating with others, and feelings such
as anger, pride and anxiety can cloud our judgment and prevent great communication.
Emotional intelligence is an incredibly important skill to learn if you want to be seen as
a leader within your organization, and being able to keep your emotions, and the
emotions of those around you in check will lead to a more highly efficient team.
 Communication Barriers
Cultural Barriers
 Modern business is conducted in a global community, whether it's the mix of staff in
the workplace, or working with colleagues, suppliers, and retailers in other parts of
the world. By understanding cultural sensitivities of any business stakeholder, and
respecting their values and beliefs, cultural barriers can be removed from the process.
Respect is the key, at times, you will have to adapt to others while other occasions
people joining your organization will have to adjust. By identifying cultural
differences and developing strategies to accommodate them, you are far more likely
to enjoy more exceptional communication in your business.
 Importance of Communication
Communication plays a crucially important role in all aspects of a business.
Business communications may be in-house or external. With internal
communication, you are dealing with staff in meetings or via such written
messages as emails and text messages. With external communicating, you are
dealing with suppliers, clients or other businesses.

Increased Productivity: The success of any project is dependent upon the ability
of staff members to collaborate, and effective business communication is the
key to successful teamwork. This promotes understanding and builds trust
between the employers and the staffs. That's one importance of business
communication. Effective communication within an organization involves
listening to your staff members and responding to their needs. This results to
confidence in what they do and accomplishing the desired task fast and
effectively. Staff are also unlikely to make mistakes when there is effective
communication. And should they make mistakes, you are able to correct them
without creating an unfriendly working environment.
 Importance of Communication
Help Grow Customer Base
 One importance of communication in business is that a customer is without a doubt the

lifeblood of any business. Businesses rely on clients for their survival. Effective
external communication can help attract new customers and retain the existing ones.
Your marketing plan, for instance, can persuade clients to shop your goods or visit your
store. A good public relations campaign may use the media to build your business'
image in the local community. Knowing your clients characteristics will help you
determine when, where, and how to connect with them. Always take any opportunity
that enables you to connect with your existing customers and potential customers.
Improve Business Partnership
 Another importance of effective communication in business is improved partnership.

Communication is crucial when dealing with suppliers and other external business
contacts. Sometimes suppliers need to be regularly updated on all the products so they
can determine areas that they need to improve. Also, you may need to form an alliance
with other businesses at some point. How effective you relate with these businesses will
help determine whether or not you will succeed in these areas. If your company
develops a reputation as an entity that's easy to form a partnership with, you can
significantly increase your chances of forming business relationships with other
entities.
 Importance of Communication
Facilitate Business Innovations
 The final importance of effective business communication is that with it help facilitate

business innovation. As the world is becoming globalized, you will need to take
advantage of this fact and grow your audience and customer base. If both the employers
and staff oversee communicate well, the advantages are twofold. Business innovation
happens when staff feels comfortable to convey opinions and ideas. For instance, if you
are considering launching a new product, effective communicating can play an integral
role in how fast you introduce the new product to the market, how well your sales team
performs and how it is received by your market.
Managerial efficiency
 Communication helps in the smooth operation of management. A managerial task can

only be performed when the communication system is effective.

Enhance morale and relations
 Effective communication emphasizes the employee’s participation in management. It

helps to build the employees morale and cordial industrial relations between
management and employees.
 Importance of Communication
Effective leadership: Effective leadership depends on effective communication. Two-
way communication helps in effective communication. A managerial leader must
handle the subordinates. For ordering qualitative leadership is essential. And that
can be obtained from a proper system of communication.
Mutual trust and confidence: Mutual trust and confidence between labor and
management are necessary for the effective movement of the organization. When
there is effective communication, it helps to reduce misunderstanding and develop
mutual trust.
Better decision: The success of an organization can be measured in better decisions.
When the information, data and other fact are not effectively communicated, it
hampers the decision-making. So, when the facts are communicated to concerned
department, organization and person. It is easy to make decisions promptly.
Staffing: When the information are correctly communicated in time, it helps in the
function of selection, placement, socialization, promotion, and transfer.
Better managerial concern: All managerial functions such as planning, organizing,
directing, controlling etc can’t be conducted without communication.
7’C principles/Principles of
Communication
1. Clear: The message should be clear and easy to
understand to the recipient.
2. Correct: The message should be correct that means a
correct language should be used and the sender must be
ensure that their is no grammatical and spelling mistakes.
3. Complete: The message should be complete. It must
include all the relevant information as required by the
intended audience.
 7’C principles/Principles of
Communication
4. Concrete: The communication should be concrete, which
means the message should be clear and particularly such that
no room for misinterpretation is left.
5. Concise: The message should be precise and to the point.
6. Considaration: The sender must take into considaration the
receivers opinions, knowledge, mindset, background, etc in
order to have an effective communication.
7. Courteous: The message should not be biased and must
include the terms that show respect for the recipient.

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 Types of Communication

Ther are mainly 3 types:

A. Verbal
B. Non-Verbal
C. Visual

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 Types of Communication
A. Verbal: Verbal communication means communication in the
form of spoken words only. But, in the context of types of
communication, verbal communication can be in the spoken or
the written form. It may be 2 types:
1. Written communication.
2. Oral communication.
B. Non-Verbal: Here the message are wordless meaasages. It
supplements it with gesrtures, body language, symbols and
expression etc. Some of the modes of non-verbal
communicationa are:
1. Physical non-verbal communicationa.
2. Paralanguage.

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 Types of Communication

3. Aesthetic communication.
4. Appearance.

C. Visual: There are 2 types:

1. Formal communication.
• Vertical
• Horizontal
• Diagonal
2. Informal/Casual communication.

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 Types of Communication
 Types of Communication: We can divide communication based on two
things
 Types of Communication
Verbal: Human interaction through the use of words, or messages in
linguistic form. Verbal communication means communication in the form
of spoken words only. Verbal communication is the use of language to
transfer information through speaking or sign language. It is one of the
most common types, often used during presentations, video conferences
and phone calls, meetings and one-on-one conversations. Verbal
communication is important because it is efficient. The communication
happens through verbally, vocally or through written words which
express or convey the message to other is called verbal communication.
 Example: Baby crying (vocal) is verbal communication which express

the hungry or pain through vocally.

 Verbal communication has two types

A. Oral Communication
B. Written Communication
 Types of Communication
Oral Communication: A communication which happens through word of
mouth, spoken words, conversations and also any messages or information
are shared or exchanged between one another through speech or word of
mouth is called oral communication.
 Example: Public speech, News reading, Television, Radio,

telephone and mobile conversations.

Written Communication: A communication happens through any word
written or often written sign which refers the languages uses in any
medium is called written communication.
 Example: Simply any hand written, typed, Newspaper, printed word
documents, letters, books and magazines.
 Types of Communication
Non-Verbal Communication: Any communication without word of mouth, spoken
words, conversation and written languages are called Non-Verbal Communication.
It happens through signs, symbols, colors, gestures, body language or any facial
expressions are known as non-verbal communication. Traffic signals are one of the
best examples for non-verbal communication.
 Types of Nonverbal Communication:

Facial Expressions: Facial expressions are responsible for a huge proportion of

nonverbal communication.
Gestures: Deliberate movements and signals are an important way to communicate
meaning without words. Common gestures include waving, pointing, and using
fingers to indicate numeric amounts.
Paralinguistic: Paralinguistic refers to vocal communication that is separate from
actual language. This includes factors such as tone of voice, loudness, inflection,
and pitch.
Body Language and Posture: Posture and movement can also convey a great deal of
information.4 Research on body language has grown significantly since the 1970s,
but popular media have focused on the over-interpretation of defensive postures,
arm-crossing, and leg-crossing, especially after publishing Julius Fast's book Body
Language.
 Types of Communication
Proxemics: People often refer to their need for "personal space," which is also an
important type of nonverbal communication. The amount of distance we need and
the amount of space we perceives as belonging to us is influenced by a number of
factors including social norms, cultural expectations, situational factors, personality
characteristics, and level of familiarity.
Haptics: Communicating through touch is another important nonverbal behavior.
There has been a substantial amount of research on the importance of touch in
infancy and early childhood.
Artifacts: Objects and images are also tools that can be used to communicate
nonverbally. On an online forum, for example, you might select an avatar to
represent your identity online and to communicate information about who you are
and the things you like.

 Visual: Visual communication is the conveyance of ideas and information in forms

that can be seen. Visual communication in part or whole relies on eyesight. Visual
communication is a broad spectrum that includes signs, typography, drawing,
graphic design, illustration, industrial design, advertising, animation, color, and
electronic resources.
 Types of Communication
 Formal: Formal communication refers to the flow of official information through
proper, predefined channels and routes. Formal communication is communication
through pre-defined channels set by organizations.
 Types of formal communication:
1. Downward, that is, higher levels communicate to those below to give orders or
instructions
2. Upward, that is, the lower levels initiate the communicate to reach those at the higher
levels
3. Horizontal, that is, the communication between or among those who are in the same
level
4. Diagonal; that is, the communication between or among different departments,
sections and individuals to achieve a specific goal.
 Informal communication: It is more relational than formal. It is not backed by any
pre-determined channels and can happen anywhere within the organization. The
primary goal of this messaging is to preserve and establish relationships with
colleagues and superiors and subordinates. Since it is not defined by any channels,
messaging moves a lot faster, but it is without any paper trail or official
documentation.
 Models of Communication

1. Action model
2. Interaction model
3. Transaction model
4. Process model
5. Symbolic Interactionist model
6. Circle model
7. Helix model

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 Advantages of Communication
 Undoubtedly there are many more advantages of written communication
but, there are some disadvantages too. Advantages and disadvantages of
written communication here one by one.
 Authoritative document: The main purpose of written communication it the
evidence is also known as an authoritative document.
 Another reason for the popularity of written communication is easily
understanding like if you don’t understand something for the first time you
have a huge chance to see it next time which not available in oral
communication.
 Written communication has exceptional acceptability to people especially
when it formal communication.
 Undoubtedly we can say that mass people give more priority to a written
document as well as every organization announce they’re an important issue
in written format.

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 Advantages of Communication
 Permanent record. This is another most important facility for written
communication. Every kind of written communication document are a
permanent record and can preserve for further assistance.
 Reduction of Risk. Written communication is one kind of evidence so, it can
reduce the risk this is the most important advantage of written
communication.
 Less possibility of Distortion. In written communication, there is less chance
of distortion because there are multiple chances to revise the written
communication document.
 Written communication can be easily used as an alternative for any method
of communication.
 Delegation of Authority, Effective control, Personal Image, Wide Access.

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 Disadvantages of Communication
 Lack of secrecy
 Written communication is exposed to everyone who is concerned with the message
or information. So there is a chance of leakage of information from any employees
which may cause a huge loss to the organization.
 Expensive
 Such communication is expensive. It involves expenditure in purchasing paper, .ink,
typewriting, and printing machine as well as the maintenance of such equipment and
machines.
 Wastage of time
 Such communication is time-consuming. From start to end it takes a lot of time. A
message is sent through a mechanical device like a telephone may take a moment to
reach a destination; whereas a message if sent through any written device like letter
may require two, three, or even more days to reach the destination.
 Late Feedback
 In written communication, the receiver opens the letter and reads it very attentively
taking more time. When he responds to the letter, he takes some additional time to
answer according to the requirement. For this reason, feedback is delayed.
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 Disadvantages of Communication
 Lack of Direct Relations
 Through written communication, there is very little scope for a personal relationship
to grow between the sender and the receiver. Lack of personal touch may cause a
communication gap or delayed communication.
 Lack of flexibility
 There are some pre-determined formalities which are required to be maintained while
making written communication. Observation of such formalities is a lengthy process.
If any immediate change is required, it is not possible instantly due to the lack of
flexibility in written communication.
 Useless for the illiterate
 If the receiver is illiterate then written communication does not make any sense. So,
such communication is meaningless to the illiterate people. This causes ineffective
communication.
 Cost of filing and indexing
 This is an additional cost to be borne by the Organization. Written communication is
documented or filed for future purposes. Expenditures are required to be incurred for
making racks and arranging other equipment.
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 Disadvantages of Communication
 Flattery and Inflated information
 If any message is supposed to go against the interests of employees or higher
officials then there is a chance of fabrication of such a message by the concerned
person. To gain extra advantage or to avoid criticism, such a person may flatter and
inflate information in the written message.
 Delayed correction
 In written communication due to the lack of direct contact between a communicator
and communication, any mistake if occurred takes huge time for its correction. Even
if the mistake is identified immediately, still its correction is not possible. For
Example, a letter that is posted cannot be brought back for correction if any mistake
is identified later on.
 Complexity and sluggishness
 To determine the objective of sending any message. Drafting of such message and
therefore sending the message to the receiver involves observation of various rules,
procedures or formalities. Furthermore, there is a delay in feedback in such
communication. The whole process involves complexity and sluggishness.

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