Chapter-1

Business Communication
Foundations
 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.
  Communication and Business
 Communication
The word “communication” derived from the Latin word
‘communicare’ that means to impart, to participate, to share or to
make common.
 Communication can be defined as interchange of thought or
information between two or more persons to bring about mutual
understanding and desired action.

 The Exchange of ideas and understanding within and outside the

organization to achieve the business goals known as business
communication.
 The term business communication is used for all messages that we
send and receive for official purpose like running a business,
managing an organization, conducting the formal affairs of
organizations and so on.
 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.
 Importance of Communicating Effectively
 Getting Jobs You Want: Effective communication will make it
possible for you to design a powerful résumé, compose a persuasive
application letter, interview with poise and confidence, and get the
job you want.
 Providing Leadership: Your ability to motivate and help others
achieve rests on your understanding of human nature and on
mastering communication skills.
 Being Productive on the Job: Work performance is enhanced by
your ability to listen effectively, speak clearly, and write competently.
 Organizational Success: The success of organizations greatly relies
on effectively communicating with customers or clients about the
organization’s products or services.
 Positive Relationship: Successful business and personal
relationships depend on mutual trust and respect which can be
achieved through communicating effectively.
 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.
 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 of
Business Communication
• 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 of
Business Communication
• 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-way Communication
Process
 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.
 Two-way Communication
Process
• 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 Process
 The process of communication is successful only when the receiver
understands an idea as the sender intended it. This process
generally involves five steps, discussed here and shown in the figure
below.

Cont.
 Communication Process
 Sender has an idea. The form of the idea may be influenced by
the sender’s mood, frame of reference, background, culture, and
physical makeup, as well as the context of the situation.
 Sender encodes the idea in a message. Encoding means
converting the idea into words or gestures that will convey
 meaning.
Message travels over a channel. The medium over which the
message is transmitted is the channel. Messages may be sent by
computer, telephone, letter, or memorandum. They may also be
sent by means of a report, announcement, picture, spoken word,
fax, or other channel. Because both verbal and nonverbal
messages are carried, senders must choose channels carefully.
 Receiver decodes message. The person for whom a message is
intended is the receiver. Translating the message from its symbol
form into meaning involves decoding.
Cont.
 Communication Process
 Feedback travels to sender. The verbal and nonverbal
responses of the receiver create feedback, a vital part of the entire
communication process. Feedback helps the sender know that the
message was received and understood.
 Goals/Purposes of Business
Communication
Effective business communication involves both the sender and the
receiver, but the sender must take responsibility for achieving the
four basic goals of business communication:

 Receiver Understanding
The first goal of business communication, receiver
understanding, is the most important. The message must be so
clear that the receiver understands it as the sender means it to be
understood. For communication to be successful, the sender and
receiver must achieve shared meaning.
 Receiver Response
The second goal of business communication is receiver response.
The receiver response may be positive, neutral, or negative. It
may be conveyed through words, actions, or both.
Cont.
 Goals/Purposes of Business
Communication
Favorable Relationship
The third goal of business communication—favorable
relationship—focuses on the people involved in the
communication process. To establish a strong business
relationship, the sender and the receiver should relate to each
other in three important ways: positively, personally, and
professionally.
 Organizational Goodwill
The fourth goal of business communication stresses benefit to the
organization. The goodwill of customers or clients is essential to
any business or organization. If a company has the goodwill of its
customers, it has their confidence and often their continued
business. The more goodwill a company has, the more successful
it can be.
  Forms of Communication
Business communication

On the basis of regulation On the basis of Expression

Formal Informal Verbal Non verbal

Vertical Horizontal Oral Body Language

upward downward written

Signs and symbol
 Forms of Communication
On the basis of Regulation
 Formal Communication: Formal communication typically refers to the
exchange of information in a professional or official context, often following
established protocols, procedures, and language conventions. This form of
communication is characterized by its structured format, adherence to
organizational hierarchy, and use of formal language.

• Downward Communication: When the communication flows from

higher level to lower level, it is called downward communication.
Order, individual instructions, policy statements, circulars etc. fall
under downward communication.

• Upward communication: This communication flows the message

from subordinates to superiors. It is reverse of the downward
communication
• Horizontal communication: This communication flows between persons
at the same hierarchy level either of the same or other department or
division of the organization.
 Forms of Communication
On the basis of Regulation
 Informal Communication: Informal communication refers to
the exchange of information, ideas, and feelings among
individuals in a casual or unofficial manner, without following
strict protocols or established channels.
 Forms of Communication
On the basis of Expression
Verbal communication: Verbal communication refers to the
exchange of information, ideas, and emotions by using words.
• Oral communication: Oral communication is the
communication where the message or information
exchanges by spoken words. It can be done by both face
to face and also through mechanical devices.
• Written communication: Written communication is the
communication where the message or information
exchanges by written words. Letter, telegraph, fax, e-mail
are examples of written communication.
 Forms of Communication
On the basis of Expression
Non-Verbal communication: Non-verbal communication is usually
understood as the process of communication through sending
and receiving wordless messages. Such messages can be
communicated through gesture; body language
or posture; facial expression and eye contact;
 Types of Communication
Ther are mainly 3 types:

A. Verbal
B. Non-Verbal
C. Visual
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.
Types of Communication
3. Aesthetic communication.
4. Appearance.

C. Visual: There are 2 types:

1. Formal communication.
• Vertical
• Horizontal
• Diagonal
2. Informal/Casual communication.
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.
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.
 Barriers of Communication
 Wrong Choice of Medium
Each communication must be transmitted through an appropriate
medium. An unsuitable medium is one of the biggest barriers to
communication.
 Physical Barriers
• Noise—In factory, oral communication is rendered difficult by the loud noise
of machines.
• Electronic noise interferes in communication by telephone or loud speaker
system.
• The word noise is also used to refer to all kind of physical interference like
illegible hand writing, bad photo-copies etc.
• Time and distance.
— Congestion in telephone and network facilities.
— People working in different shifts.
— Faulty seating arrangement in a hall.

Cont.
 Barriers of Communication
 Semantic Barriers
Semantic barriers of communication refer to obstacles or challenges
in communication that arise from differences in the meanings of
words, symbols, and interpretations of messages between the
sender and receiver.
 Interpretation of words
A person interprets same word in a different meaning and this will cause
barrier between the communications.
For example,
“Take it to be our stockroom and burn it”
In official language burn it means to make more copies of the same document.

Cont.
 Barriers of Communication
 Semantic Barriers
 Denotation & Connotations
Words have two types of meanings denotative and connotative.
o Denotative—The literal meaning of a word is called its denotative
meaning.
It must inform and names objects without indicating any positive or
negative.
o Ex:—“He gave allows
Connotative—It us cheap material”.
qualitative judgments and personal reactions.
“At this shop, they sell things cheap”.
First one is unfvourable connotation and second is favourable.

Cont.
 Barriers of Communication
 Socio psychological Barriers
Socio-psychological barriers to communication are obstacles that arise from the
attitudes, beliefs, perceptions, and interpersonal dynamics of individuals or
groups involved in the communication process.

• Attitude and opinions

The information which agrees with opinion and attribute of the individual is
favourable for that particular individual.
• Emotions
It plays an important role in the act of communication.
If the sender is perplexed, worried, excited, afraid, nervous then he will not be
able to organize his message properly.
• Closed Mind
A person with a closed mind is very difficult to communicate with. We hold our
opinion so rigidly that we just refuse to listen.
 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.
 Principles of Effective Communication
 Clarity: Your message should be clear and easy to understand.
Avoid jargon, overly complex language, or ambiguous terms.

 Conciseness: Be brief and to the point. Communicate your

message without unnecessary words or details, keeping it concise
and focused.
 Concreteness: Use specific facts, figures, and examples to support
your message. Concrete language helps to make your message
more tangible and memorable.

 Coherence: Ensure that your message is logical and well-

organized. Present your ideas in a clear sequence, making it easy
for the recipient to follow your train of thought.

Cont.
 Principles of Effective Communication
 Consistency: Maintain consistency in your communication, both in
terms of the message itself and your tone and style. Inconsistent
messaging can lead to confusion or misunderstanding.
 Completeness: Provide all necessary information in your
communication. Anticipate any questions or concerns the recipient
may have and address them proactively.
 Courtesy: Show respect and consideration for your audience. Use
polite language and be mindful of their feelings and perspectives.
7’C 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.
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.
 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
 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.
 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.
 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.
 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.
 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.