Indira University

School of Management – BBA Program Semester – I

Course: Business Course Code: 25BBA113T

Communication

Course Type: Ability Enhancement Credit: 2

Course

L:T:P 1.2.2 Lecture Hours/Week: 2

 Syllabu
s

Units Chapters L.T.P

1 Fundamentals of Business Communication 7 Hours

1.1Definition, nature, and scope of business communication.

1.2 The communication process L-5

T-2
1.3 Barriers to communication and ways to overcome them P-2
1.4 Principles of effective communication (7 Cs of Communication).
 1.Meaning, Definition of Communication
• 1. Introduction to Communication
• Communication is a fundamental aspect of human interaction and is crucial in both personal and
professional settings. Understanding its meaning and definition helps in developing effective
communication skills, which are essential for business success.
• 2. What is Communication?
• Communication is the process of exchanging information, ideas, thoughts, and feelings between
individuals or groups. It involves the creation and interpretation of messages through various
channels.
• 3. Definitions of Communication
• General Definition:
• Communication is the process by which information is transmitted between individuals or groups
using verbal or non-verbal methods.
• Business Communication Definition:
• In a business context, communication is the process of sharing information and messages
between employees, managers, stakeholders, and customers to achieve organizational goals
and improve efficiency.
Nature of Business Communication

• 1. Definition and Core Elements

• Business communication is the exchange of
information, ideas, opinions, and instructions
between individuals or groups within an
organization and with external stakeholders to
achieve business objectives. It involves
encoding, transmitting, and decoding
messages through various channels.
 2. Key Characteristics
• Goal-Oriented: Every business communication serves a specific purpose, whether it's
informing, persuading, instructing, or building relationships. The communication is
designed to achieve measurable business outcomes.
• Formal Structure: Business communication follows established protocols, formats, and
hierarchies. It maintains professional tone and adheres to organizational standards and
conventions.
• Two-Way Process: Effective business communication involves both sending and
receiving messages. Feedback mechanisms ensure that messages are understood and
objectives are met.
• Continuous Activity: Communication in business is ongoing, occurring at all levels and
across all departments throughout the organization's operations.
• Multi-Channel Approach: Modern business communication utilizes various channels
including face-to-face meetings, emails, video conferences, reports, presentations, and
digital platforms.
 3. Functions of Business Communication

• Information Sharing: Disseminating facts, data, policies, and procedures

across the organization to ensure everyone has access to relevant information
for decision-making.
• Coordination: Facilitating collaboration between different departments,
teams, and individuals to achieve common organizational goals.
• Motivation: Inspiring and encouraging employees through recognition,
feedback, and clear communication of expectations and opportunities.
• Control: Monitoring performance, ensuring compliance with policies, and
maintaining organizational standards through various communication
channels.
• Decision Making: Providing the necessary information and analysis to
support informed decision-making at all organizational levels.
 Scope of Business Communication
• 1. Internal Communication
• Upward Communication: Information flows from subordinates to superiors,
including reports, suggestions, feedback, and concerns. This helps management
understand ground-level realities and employee perspectives.
• Downward Communication: Information flows from management to
employees, including policies, instructions, goals, and feedback. This ensures
that organizational direction is clearly communicated throughout the hierarchy.
• Horizontal Communication: Information exchange between peers at the same
organizational level, facilitating coordination, problem-solving, and knowledge
sharing across departments.
• Diagonal Communication: Communication that crosses both hierarchical
levels and departmental boundaries, often used for project-based work or
cross-functional initiatives.
• 2. External Communication
• Customer Communication: Interactions with current and potential customers
through marketing materials, customer service, sales presentations, and
relationship management activities.
• Supplier and Vendor Relations: Communication with suppliers regarding
orders, specifications, contracts, and ongoing business relationships.
• Stakeholder Communication: Regular updates and interactions with
investors, shareholders, board members, and other key stakeholders about
company performance and strategic direction.
• Government and Regulatory Bodies: Compliance reporting, permit
applications, and other official communications required by law or regulation.
• Public Relations: Managing the organization's image and reputation through
media relations, press releases, and community engagement activities.
• 3. Functional Areas
• Marketing Communication: Advertising, sales promotions, public relations,
and digital marketing efforts designed to reach target audiences and drive
business growth.
• Human Resources Communication: Employee recruitment, training
materials, performance reviews, policy communications, and internal
announcements.
• Financial Communication: Financial reports, budget communications,
investor relations, and accounting-related correspondence.
• Operations Communication: Production schedules, quality control reports,
supply chain coordination, and operational procedures.
• Technical Communication: User manuals, technical specifications, system
documentation, and specialized industry communications.
• 4. Communication Channels and Media
• Written Communication: Reports, emails, memos, letters, proposals,
and documentation that provide permanent records and detailed
information.
• Oral Communication: Meetings, presentations, phone calls, and face-
to-face discussions that allow for immediate feedback and clarification.
• Digital Communication: Video conferencing, instant messaging, social
media, websites, and mobile applications that enable rapid, global
communication.
• Visual Communication: Charts, graphs, infographics, presentations,
and multimedia content that convey complex information effectively.
• Non-Verbal Communication: Body language, tone of voice, and other
non-verbal cues that support or contradict verbal messages.
Components of
Communication
• 4. Key Components of Communication

• Sender:
• The person or entity who initiates the communication. They encode and send the message.
• Message:
• The content or information being conveyed. It includes the actual words, symbols, or gestures used.
• Medium:
• The channel through which the message is transmitted. This can be verbal (spoken or written), non-
verbal (body language, gestures), or digital (email, social media).
• Receiver:
• The person or group who receives the message. They decode and interpret the message.
• Feedback:
• The response from the receiver back to the sender, indicating whether the message was understood as
intended.
• Noise:
• Any interference or distortion that affects the clarity of the message. This can be physical (external
noise) or psychological (bias, misunderstanding).
Process of Communication
 The Communication Process

Introduction
• The communication process is a systematic series of steps through which
information is transmitted from one person to another. Understanding this
process is crucial for effective business communication as it helps
identify potential barriers and improve message delivery. The process
involves multiple components working together to ensure successful
information exchange.
 Basic Communication Model
Linear Model Components
• Sender (Source): The person who initiates communication and chooses the
method and medium.
• Message: The information, idea, or thought being communicated.
• Encoding: Converting thoughts into transmittable form through words,
symbols, or gestures.
• Channel (Medium): The pathway for message transmission (face-to-face,
email, phone, etc.).
• Receiver: The intended recipient who interprets and responds to the message.
• Decoding: The receiver's interpretation of the message symbols and context.
• Feedback: The receiver's response indicating message understanding.
 Detailed Communication Process Steps

Step 1: Ideation and Message Formation

• The communication process begins when the sender identifies a need to
communicate. This involves:
• Identifying the Purpose: Determining why communication is necessary
(inform, persuade, request, instruct)
• Content Development: Gathering relevant information and organizing thoughts
• Audience Analysis: Understanding the receiver's background, knowledge level,
and expectations
• Objective Setting: Establishing what the sender wants to achieve through the
communication
Step 2: Encoding
• The sender transforms ideas into communicable form through:
• Language Selection: Choosing appropriate words, terminology, and
vocabulary level
• Format Choice: Deciding on the structure and organization of the message
• Symbol Usage: Incorporating visual aids, charts, or other symbolic
representations
• Tone and Style: Selecting the appropriate formality level and emotional tone
Step 3: Channel Selection
• Choosing the most effective medium depends on:
• Message Nature: Complexity, urgency, and sensitivity of the information
• Audience Preferences: Receiver's communication style and accessibility
• Organizational Culture: Established communication norms and protocols
• Resource Availability: Time, budget, and technological constraints
• Feedback Requirements: Whether immediate response is needed
• Step 4: Transmission
• The actual sending of the message through the chosen channel. This involves:
• Timing: Selecting the appropriate moment for maximum impact
• Delivery Method: Ensuring proper use of the selected communication channel
• Technical Considerations: Addressing any technological or logistical
requirements
• Step 5: Reception
• The receiver becomes aware of the incoming message through:
• Attention: Noticing that communication is taking place
• Perception: Recognizing the message as relevant and important
• Reception Quality: Ensuring the message is received without distortion

• Step 6: Decoding
• The receiver interprets the message by:
• Language Interpretation: Understanding the words and symbols used
• Context Analysis: Considering the situational and cultural context
• Meaning Construction: Combining literal content with implied meanings
• Personal Filtering: Processing the message through personal experiences and biases
• Step 7: Understanding and Response
• The receiver processes the decoded message and:
• Comprehension: Grasps the intended meaning
• Evaluation: Assesses the message's relevance and accuracy
• Decision Making: Determines appropriate response or action
• Response Formulation: Prepares feedback for the sender

• Step 8: Feedback
• The receiver provides feedback to the sender through:
• Verbal Response: Direct oral or written reply
• Non-Verbal Cues: Body language, facial expressions, or tone
• Behavioral Response: Actions taken based on the message
• Confirmation: Acknowledgment of receipt and understanding
 Types of Communication Processes

• One-Way Communication
• Communication where information flows in only one direction from sender
to receiver without immediate feedback. Common in:
• Mass media broadcasts
• Public announcements
• Instructional materials
• Policy documents
• Advantages: Efficient for information dissemination, maintains control over
message content, suitable for large audiences.
• Disadvantages: No immediate feedback, potential for misunderstanding,
limited engagement.
• Two-Way Communication

• Interactive communication involving both sending and receiving

messages with continuous feedback. Common in:
• Face-to-face meetings
• Phone conversations
• Video conferences
• Interactive presentations
• Advantages: Immediate feedback, better understanding, higher
engagement, relationship building.
• Disadvantages: Time-consuming, requires more resources, potential
for interruptions.
 The 9 Elements of Communication are

1. Context
2. Sender
3. Encoder
4. Message
5. Channel
6. Decoder
7. Receiver
8. Feedback
9. Noise
 1.3 Barriers to
communication and
ways to overcome them

• Introduction
• Communication barriers are obstacles that
prevent effective exchange of information
between sender and receiver. These barriers
can significantly impact business operations,
relationships, and organizational success.
Understanding different types of barriers
and implementing appropriate strategies to
overcome them is essential for effective
business communication.
 Types of Communication Barriers
• 1. Physical Barriers
• Definition: Environmental and technical obstacles that interfere with message transmission
and reception.
• Common Physical Barriers:
• Environmental Noise: Background sounds, construction, traffic, or office chatter that make
it difficult to hear or concentrate on the message.
• Poor Infrastructure: Inadequate communication facilities, unreliable internet connections,
outdated equipment, or insufficient meeting spaces.
• Geographic Distance: Physical separation between communicators, especially in global
organizations with multiple locations.
• Technical Failures: Equipment malfunctions, software crashes, poor audio/video quality, or
network connectivity issues.
• Workspace Design: Open offices with distractions, poor lighting, uncomfortable seating, or
inadequate privacy for sensitive discussions.
• Strategies to Overcome Physical Barriers:
• Improve Infrastructure: Invest in reliable communication technology and high-quality
equipment
• Create Quiet Spaces: Designate noise-free zones for important communications
• Use Multiple Channels: Have backup communication methods when primary
channels fail
• Schedule Strategically: Consider time zones and peak usage times for digital
communications
• Regular Maintenance: Keep equipment updated and perform routine
maintenance checks.
 2. Psychological Barriers
• Definition: Mental and emotional factors that affect how messages are sent, received, and
interpreted.
• Common Psychological Barriers:
• Emotional States: Stress, anxiety, anger, or excitement that cloud judgment and affect
message interpretation.
• Preconceptions and Biases: Existing beliefs, stereotypes, or prejudices that filter how
messages are understood.
• Selective Perception: Hearing only what one wants to hear or filtering information based on
personal interests.
• Status Differences: Intimidation or hesitation to communicate due to hierarchical positions
or power dynamics.
• Low Self-Esteem: Lack of confidence leading to reluctance to express ideas or ask
questions.
• Information Overload: Mental fatigue from processing too much information, leading to
reduced attention and comprehension.
• Strategies to Overcome Psychological Barriers:
• Emotional Intelligence: Develop awareness of emotions and their impact on
communication
• Active Listening: Practice full attention and empathetic listening techniques
• Open-Minded Approach: Encourage questioning assumptions and considering
alternative perspectives
• Stress Management: Implement stress reduction techniques and create supportive
environments
• Confidence Building: Provide communication training and create safe spaces for
expression
• Information Management: Prioritize messages and break complex information into
manageable parts
 3. Language and Semantic Barriers
• Definition: Obstacles arising from differences in language, vocabulary, and meaning
interpretation.
• Common Language and Semantic Barriers:
• Language Differences: Varying levels of proficiency in the communication
language, especially in multicultural organizations.
• Jargon and Technical Terms: Industry-specific vocabulary that may not be
understood by all audience members.
• Cultural Variations: Different interpretations of words, phrases, or concepts across
cultures.
• Ambiguous Language: Vague or unclear expressions that can be interpreted in
multiple ways.
• Translation Issues: Loss of meaning or context when translating between languages.
• Generational Differences: Varying communication styles and terminology
preferences across age groups.
• Strategies to Overcome Language and Semantic Barriers:
• Plain Language: Use simple, clear language appropriate for the audience
• Define Terms: Explain technical jargon and industry-specific terminology
• Cultural Sensitivity: Learn about cultural communication preferences and norms
• Professional Translation: Use qualified translators for important
multilingual communications
• Clarification Techniques: Encourage questions and provide examples to
ensure understanding
• Visual Aids: Use diagrams, charts, and images to support verbal explanations
• 4. Organizational Barriers
• Definition: Structural and procedural obstacles within organizations that impede effective
communication.
• Common Organizational Barriers:
• Hierarchical Structure: Multiple layers of management that slow down communication
flow and create bottlenecks.
• Information Silos: Departments or teams that don't share information effectively with other
parts of the organization.
• Poor Communication Policies: Inadequate guidelines for communication channels,
protocols, and procedures.
• Lack of Feedback Mechanisms: Insufficient opportunities for two-way communication
and response.
• Time Constraints: Pressure to communicate quickly without adequate time for careful
message preparation.
• Bureaucratic Processes: Complex approval processes that delay or distort message
transmission.
• Strategies to Overcome Organizational Barriers:
• Flatten Hierarchy: Reduce layers of management and create direct
communication channels
• Cross-Functional Teams: Encourage collaboration between departments and
break down silos
• Clear Communication Policies: Establish guidelines for effective
communication practices
• Regular Feedback Systems: Implement surveys, meetings, and open-
door policies
• Time Management: Allocate sufficient time for important communications
• Streamline Processes: Simplify approval procedures and reduce
bureaucratic delays
• 5. Cultural and Social Barriers
• Definition: Differences in cultural backgrounds, social norms, and values that affect
communication effectiveness.
• Common Cultural and Social Barriers:
• Cultural Norms: Different expectations about communication styles, directness, and
formality levels.
• Social Status: Class differences that create communication hesitancy or misunderstandings.
• Gender Differences: Varying communication preferences and styles between genders.
• Age Gaps: Different communication methods and preferences across generations.
• Religious Beliefs: Varying perspectives on appropriate communication content and timing.
• Educational Backgrounds: Different levels of formal education affecting vocabulary and
comprehension.
• Strategies to Overcome Cultural and Social Barriers:
• Cultural Awareness Training: Educate team members about cultural differences
and communication styles
• Inclusive Communication: Use language and approaches that respect
diverse backgrounds
• Mentorship Programs: Pair individuals from different backgrounds to
improve understanding
• Flexible Communication Styles: Adapt communication methods to suit different
cultural preferences
• Diversity and Inclusion Initiatives: Create environments that value and
leverage diversity
• Regular Cultural Exchange: Organize events that promote cross-
cultural understanding
• 6. Technological Barriers
• Definition: Obstacles related to technology adoption, compatibility, and usage that affect
digital communication.
• Common Technological Barriers:
• Digital Divide: Varying levels of technology access and proficiency among team
members.
• Platform Incompatibility: Different software systems that don't integrate or
communicate effectively.
• Security Concerns: Restrictions on communication tools due to privacy and security
requirements.
• Technical Complexity: Complicated systems that are difficult to use or require extensive
training.
• Connectivity Issues: Unreliable internet connections affecting digital communication
quality.
• Rapid Technology Changes: Constant updates and new platforms creating confusion and
adaptation challenges.
• Strategies to Overcome Technological Barriers:
• Technology Training: Provide comprehensive training on communicationtools
and platforms
• Standardization: Adopt common platforms and ensure compatibility acrosssystems
• Technical Support: Offer ongoing support and troubleshooting assistance
• Gradual Implementation: Introduce new technologies progressively withadequate
training time
• Alternative Options: Provide multiple communication channels toaccommodate
different preferences
• Regular Updates: Keep systems current and communicate changes effectively
 Principles of Effective Communication:
The 7 Cs ofCommunication
Introduction
• The 7 Cs of Communication are fundamental principles that ensure
messages are clear, effective, and achieve their intended purpose. These
principles serve as guidelines for creating professional, impactful
communication in business settings. When properly applied, they help
eliminate misunderstandings, build stronger relationships, and drive better
business outcomes.
7
C’s of effective communication
 7
C’s of effective communication
1. Clarity-Ensure the message is straightforward and easy to understand, avoiding jargon and
focusing on one central idea.
2. Conciseness-Keep the message short and to the point by eliminating unnecessary words
and details.
3. Concreteness and Coherence-Use specific, factual information to avoid ambiguity while
ensuring a logical flow that connects all parts of the message.
4. Correctness-Make sure the message is grammatically correct and free from errors, using
appropriate language to build trust and credibility.
5. Consideration-Tailor the message to the receiver’s perspective, addressing their needs,
background, and feelings.
6. Completeness-Provide all necessary information so the audience has everything needed to
respond or take action, answering key questions.
7. Courtesy- Maintain a polite and respectful tone, considering the audience's views and
feelings, and using positive language.