BUSINESS COMMUNICATION
UNIT – 1
Dr. Md Sarwar Alam
Asst. Professor
Dept. of Business Administration
AMU Centre Murshidabad
UNIT 1: COMMUNICATION PROCESS
Communication Process
Types of Communication
Interpersonal and Organizational Communication
Communication Barriers
“The Art of Communication is the
Language of Leadership”
Listening
Non-verbal
Public Communicat-
Speaking ion
Communication
Business
Reports
Presentation
Email/Text/T
elephone
INTRODUCTION
Communication is the flow of information and
understanding from one person to another at the
same level or different levels
It is a process which enables an organization to
allocate and supervise the work of employees
CONTINUED
Organizational Goals
Coordination and integration of human activities
Exchange of information and ideas
Effective Communication system
CONTINUED
Effective Communication System Better relations
among the workers as well as between the workers and
management
General Communication has diverse role whereas
Business Communication is specific to well defined
business activities
CONTINUED
Business Activities
Internal Activities
External Activities
The purpose of Business Communication is to get some
result i.e. to secure an action by the receiver
FEATURES OF BUSINESS COMMUNICATION
Commercial and
industrial
subjects
Technical
Impartial and vocabulary and
objective audio-visual
aids
Direct, plain
Formal writing
and concise
techniques
language
COMMUNICATION PROCESS
Communication process consists of some interrelated
steps or parts through which message is sent from sender to
receiver
This process begins with a sender who wants to send some
information (idea, fact, opinion etc.) to the receiver and
ends with receiver’s feedback to the sender
There are seven important components of communication
process. (Next Slide)
CONTINUED
Sender Encoding Message Channel Receiver Decoding
Feedback
F
k
d
a
b
e
e
c
TYPES OF COMMUNICATION
Formal Communication
Informal Communication
FORMAL COMMUNICATION
INFORMAL COMMUNICATION
CONTINUED
Formal Communication
1. Upward Communication
2. Downward Communication
3. Horizontal Communication
4. Spiral or Diagonal Communication
CONTINUED
Upward Communication
VP
GM - Sales
Sales Mgr
CONTINUED
Downward Communication
VP
GM - Sales
Sales Mgr
CONTINUED
Horizontal Communication
VP VP
Sales Ops
GM - GM -
Sales Ops
Sales Mgr Ops Mgr
SPIRAL OR DIAGONAL COMMUNICATION
Communication also flows in a spiral or diagonal
direction.
In such cases, communication flows between:
Persons who belong to different levels of hierarchy
And, who have no direct reporting relationship
CONTINUED
CONTINUED
E.g. Management circulates the copy of a new
bonus and incentive scheme among all employees
Advantages
Quick flow of information
Improves understanding
Coordinates efforts for the achievement of
organizational objectives
CONTINUED
Informal Communication
Grapevine Communication
CONTINUED
Grapevine Communication
Benefits Limitations
Less expensive than formal Can cause damage to the
organization
May give some information May create misunderstanding
which may be otherwise
difficult to collect through
formal channel
Fastest means of spreading May not be reliable
information
An outlet for employees to May lead to rumors
share their anxieties, worries
etc.
INTERPERSONAL COMMUNICATION
It refers to spoken/ written/ non-verbal communication
between two or more individuals on a personal, face-to-
face level to send or receive information
Interpersonal Communication Bonding among
employees
Managers/VP/GM Subordinates (Interpersonal
Communication) & Employees Seniors
(Interpersonal Communication)
CONTINUED
CONTINUED
STAGES OF INTERPERSONAL COMMUNICATION
Stage 1: Initiating
Beginning of interpersonal communication
Conversation openers
How do you do?
How is everything?
Shall we begin?
Stage 2: Experimenting
The sender gets acquainted with the receiver(s)
through small talk
Where are you from?
Where do you live?
What is your role in the organization?
CONTINUED
Stage 3: Strengthening
Expressing the views (Sender & Receiver)
The sender should be an active listener
The receivers should comprehend the sender’s message
Stage 4: Integrating
Mutual decisions are taken
Stage of intense friendship, close business
partnerships
CONTINUED
Stage 5: Bonding
Conforming the relationship through some agreement,
contract, MoU etc
COMMUNICATION BARRIERS
COMMUNICATION BARRIERS
Communication Barrier received message is not same as sent
Communication failure
Barriers of Communication
1. Organizational Structure
Communication Policies and Protocols (Structure, Complexity)
Hierarchical structure (Flat organizations, Tall organizations)
Flow of information (Upward, Downward, Horizontal, Diagonal)
2. Difference in Status
Levels
Designations
CONTINUED
3. Lack of trust
Lack of credibility
Not able to discuss ideas or something freely
To overcome these, become visible and accessible
4. Closed Communication Climate
Directive and Authoritative
Blockage of free and open exchange of information
One remedy is to spend more time listening than issuing orders
CONTINUED
5. Incorrect choice of medium
Nature of message and the intended recipient
Media richness (value or importance of a medium in a given
communication)
Medium’s ability to convey a message using more than one
informational cue (visual, verbal, written)
Face-to-face communication is the richest medium (Verbal & Non-
verbal)
CONTINUED
To overcome these:
1. Choose media according to the nature of message and recipient
2. Choose the richest media for non-routine, complex messages
3. Use leaner media to communicate simple, routine messages
CONTINUED
6. Information Overload
7. Message Complexity (Jargons, Slangs)
8. Physical Distractions (Noise, bad network)
9. Cultural Barriers
CONTINUED
Cultural Barriers
Cross-cultural Communication/Intercultural
Communication
Culture (beliefs, customs, rituals, values,
morals)
Globalization, Glocal, Digital Age
CONTINUED
Hi Steve, I am not well today.
Dear Sir, I am not well today.
Talk to MSA. He can help you.
Talk to Mr. Alam/Dr. Alam/Sarwar Sir. He
can help you.
CONTINUED
CONTINUED
CONTINUED
Steps in avoiding communication barriers
1. Consider the recipients of your message (Who are key
people?)
2. Decide who can communicate with whom (Who
speaks and writes to whom?/Combine simplicity with
effectiveness)
3. Choose your communication mode (Verbal or written).
4. Follow up your verbal message with a written
statement
EFFECTIVE MANAGERIAL OR
ORGANIZATIONAL COMMUNICATION
Effective managerial communication results in:
1. Healthy organizational environment
2. Better management-employee relations
3. Strong external and internal communication
networks
4. Dealing with and solving problems efficiently and
effectively
5. Competent in facing inter-cultural differences
CONTINUED
Factors responsible for effective
communication:
1. Appropriate Communication Style
Encourage open communication climate
Managers spend more time listening than issuing
orders
Workers offer suggestions, help set goals, and
collaborate on solving problems
Free flow of information allows an organization to
identify and attack problems quickly
CONTINUED
2. Audience-centred Approach
Ability to empathize with, be sensitive to, and
consider audience feelings
3. Understanding Intercultural Communication
Understand the laws, customs and business
practices of the host country
One should learn the business practices, social
customs, and etiquette of the host country
CONTINUED
4. Commitment to Ethical Communication
Business ethics refers to the principles of conduct
that govern a person or a group in any business
enterprise.
Ethical communication refers to trustworthy, fair, and
impartial communication.
5. Proficiency in Communication Technology
Use of technology in communication e.g. internet,
audio/visual aids etc.
CONTINUED
6. Control over the Flow of Communication
Ensure efficient flow of information across and
outside the organization
Avoid information overload
Develop efficiency in preparing messages
