Business

Communication
KMBN 107
Unit 1
Definition: Communication can be defined as the act of sharing or exchanging information, ideas or feelings

Role :
Communication is important to express oneself. It also satisfies one's needs. One should have effective
communication for advancement in the career. In your personal life, effective communication skills can smooth
your way and your relationships with others by helping you to understand others and to be understood.

Categories :
Communication can be categorized into four basic types: (1) verbal communication, in which you speak to a
person to convey something (2) written communication, in which you read their meaning; and (3) nonverbal
communication, in which you observe a person and infer meaning. (4) Listening

Communication serves five major purposes:

To inform,
To express feelings,
To imagine,
To influence, and
To meet social expectations.
Communication Process :
Effective communication leads to understanding. The communication process is made up of four key components. Those
components include encoding, medium of transmission, decoding, and feedback. There are also two other factors in the
process, and those two factors are present in the form of the sender and the receiver.
1. Sender: The sender or the communicator is the person who initiates the conversation and has conceptualized
the idea that he/she intends to convey to others.
2. Encoding: The sender begins with the encoding process wherein he/she uses certain words or non-verbal
methods such as symbols, signs, body gestures, etc. to translate the
information into a message. The sender’s knowledge, skills, perception, background,
competencies, etc. has a great impact on the success of the message.
3. Message : Once the encoding is finished, the sender gets the message that he intends to convey. The message
can be written, oral, symbolic or non-verbal such as body gestures, silence, sighs,
sounds, etc. or any other signal that triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he/she wants to convey
his/her message to the recipient.
It must be selected carefully in order to
make the message effective and correctly interpreted by the recipient. The
choice of medium depends on the interpersonal relationships between the
sender and the receiver and also on the urgency of the message
being sent. Oral, virtual, written,
sound, gesture, etc. are some of the commonly used
communication mediums.
5. Receiver: The receiver is the person for whom the message is intended or targeted. He/She tries to
comprehend it in the best possible manner such that the communication
6.Decoding: Here, the receiver interprets the sender’s message and tries to understand it in the best possible
manner. An effective communication occurs only if the receiver understands the message
exactly
the same way as it was intended by the sender.
7. Feedback: The Feedback is the final step of the process that ensures the receiver has received the message
and
interpreted it correctly as it was intended by the sender. It increases the effectiveness
of the
communication as it permits the sender to know the efficacy of his/her message. The
response of
the receiver can be verbal or non-verbal.

Characteristics of successful Communication:

• Clear
• Correct
• Complete
• Concrete
• Courteous
 THE 7 C’S OF COMMUNICATION
1. Clear – People should be able to understand the propose of massage easily and clearly
Bad Example:

Dear Devendra,
I would like to talk to you about the new client’s project, which the engineering team had discussed
yesterday. I might need the help of John from your team.
Regards,
Marium

Good Example:
Dear Devendra,
As you may know we have signed up XYZ as our new client. I had a meeting with the engineering
team yesterday and had discussed the campaign requirements for this project. John Redden from
your team had done a pretty good job last time doing the social media campaign for ABC and so I
would like him to work on the XYZ campaign too. Would you be available sometime tomorrow to
discuss this further?
Regards
Marium
2. Concise – Keep your message as short as possible
Bad Example
Dear Bharat,
I wanted to talk about the video editing ideas we sort of planned out the other day. Don’t you think it would
make a lot of sense to also add additional elements to the videos? I mean, I think that would sort of improve the
quality of the videos as well as have a stronger impact on the client’s message.
For instance, we could add a dissolve transition to each movie, which would then give it a seamless flow. This
would then make the video cleaner and be more appealing in the minds of the people. The impact would just be
a lot greater. This makes a lot more sense, according to me.
What do you think?
Regards
Aaron

Good Example
Dear Bharat,
I wanted to discuss the video editing ideas we planned out yesterday. It would be better to add additional
elements to the video in order to have a stronger impact on the client’s message.
A dissolve transition would give a seamless flow to each movie and make the videos cleaner and more
appealing in the minds of the target audience. What do you think?
Regards
Aaron
3. Concrete – Message should have right amount of details

Bad Example:

Dear all,
Let us meet tomorrow to discuss the product launch event. Please be there on time.

Thanks
Rohan

Good Example :

Dear all,
Let us meet tomorrow at 11 am at Conference room 3 to discuss the product launch event. We will have to decide
the keynote speakers and complete the event invite draft tomorrow. Please be there on time.

Thanks
Rohan
4. Correct – Make sure your communication is free of errors and mistakes

Bad Example
Dear Lotika,
I think we need to talk about the CSR campaign, I mean the one which we need to do as a quarterly exercise. I
think it is a great way of enhancing our brand image. Basically, it would just be a visit to an orphanage but we can
sort of do other things too. For instance, we could take the kids out for a short trip to a nearby park or zoo. Let us
sit and talk tomorrow.
Regards
Sarbani

Good Example:

Dear Lotika,
I need to discuss the quarterly CSR campaign with you. Let us take the kids out this time to a nearby park or zoo
instead of just visiting them. This will help enhance our brand image. We’ll talk in detail tomorrow.

Regards
Sarbani
5. Coherent – Your communication is in logical order

Bad Example:

“Hilltop Resort is the best resort. Do come to us on your next holiday”

Good Example:

“Hilltop Resort is the jewel of the western hills. Take a break from your work. Escape from life’s chaos and stress.
Relax and rejuvenate yourself at Hilltop. Go back fresh and energized!”
6. Complete – Your message will tell your audience everything
they need to know
Bad Example:

Dear Harinder,
Thanks for submitting the industry report. Finn will give you some feedback on it. Finn also wanted to find out if
you will be available for the client meeting tomorrow. We will be discussing the budget for the next phase of the
project.

Regards
Shirley

Good Example:

Dear Harinder,
Thanks for submitting the industry report. Finn will give you some feedback on it. You will be receiving an email
from him with detailed comments.

Regards
Shirley
7. Courteous – Your communication should be friendly, polite

Bad Example:
Dear Rajesh,
I really do not appreciate how your IT team ignores the requests of my team alone. My team is an important
function in this organization, too, and we have our own IT requirements. Can you ensure that your team responds
promptly to my team’s requests hereon?

Regards
Dubey

Good Example:
Dear Rajesh,
I understand that the IT team is swamped with work and gets requests from every department in the organization.
My team, however, is working on a high-priority project, and I would greatly appreciate it if you could ask your
team members to respond to my team’s queries promptly and help us complete this project on time. Please do let
me know if you need anything from me.

Regards
Dubey
Importance of communication in management:
1. Basis of Decision-Making and Planning:
Communication is essential for decision-making and planning. It enables the management to secure information
without which it may not be possible to take any decision. Further, the decisions and plans of the management
need to be communicated to the subordinates. Without effective communication, it may not be possible to issue
instructions to others.
2. Smooth and Efficient Working of an Organization:
Communication makes possible the smooth and efficient working of an enterprise. It is only through
communication that the management changes and regulates the actions of the subordinates in the desired direction.
3. Facilitates Co-Ordination:
Management is the art of getting things done through others, and this objective of management cannot be achieved
unless there is unity of purpose and harmony of effort. Communication through the exchange of ideas and
information helps to bring about unity of action in the pursuit of a common purpose.
4. Increases Managerial Efficiency:
Effective communication increases managerial efficiency. It is rightly said that nothing happens in management
until communication takes place. The efficiency of a manager depends upon his/her ability to
5. Promotes Co-operation and Industrial Peace:
Effective communication creates mutual understanding and trust among the members of the organization. It
promotes cooperation between the employer and the employees. Without communication, there cannot be sound
industrial relations and industrial peace.
6. Helps in Establishing Effective Leadership:
Communication is the basis of effective leadership. There cannot be any leadership action without effective
communication between the leader and the led. Communication is absolutely necessary for maintaining man-to-
man relationship in leadership. It brings the manager (leader) and the subordinates (led) in close contact with each
other and helps in establishing effective leadership.
7. Motivation and Morale:
Communication is the means by which the behaviour of the subordinates is modified and change is effected in
their actions. Through communication, workers are motivated to achieve the goals of the enterprise and their
morale is boosted. The manager can motivate people by effective communication, e.g., proper drafting of
messages, proper timing of communication and the way of communication, etc.
8. Increases Managerial Capacity:
Effective communication increases managerial capacity too. A manager is a human being and has limitations as to
time and energy that he/she can devote to his/her activities. He/She has to assign duties and responsibilities to
his/her subordinates. Through communication, a manager can effectively delegate his/her authority and
responsibility to others and, thus, increase his/her managerial capacity.
9. Effective Control:
The managerial function of control implies the measurement of actual performance, comparing it with standards
set by plans and taking corrective actions of deviations, if any, to ensure attainment of enterprise objectives
according to preconceived and planned acts. Communication acts as a tool of effective control. The plans have to
be communicated to the subordinates, the actual performance has to be measured and communicated to the top
management and a corrective action has to be taken or communicated so as to achieve the desired goals.
10. Job Satisfaction:
Effective communication creates job satisfaction among employees as it increases mutual trust and confidence
between management and the employees. The gap between management and the employees is reduced through
the efficient means of communication, and a sense of belongingness is created among employees. They work with
zeal and enthusiasm.
11. Democratic Management:
Communication is also essential for democratic management. It helps to achieve workers’ participation in
management by involving workers in the process of decision-making. In the absence of an efficient system of
communication, there cannot be any delegation and decentralization of authority.
12. Increases Productivity and Reduces Cost:
Effective communication saves time and effort. It increases productivity and reduces cost. Large- scale production
involves a large number of people in the organization. Without communication, it may not be possible to work
together in a group and achieve the benefits of large-scale production.
13. Public Relations:
In the present business world, every business enterprise has to create and maintain a good corporate image in
society. It is only through communication that management can present a good corporate image to the outside
world. Effective communication helps management in maintaining good relations with workers, customers,
suppliers, shareholders, government and the community at large.
Communication structure in organization
Formal communications flow downward, upward, and horizontally. Downward communication deals with
plans, feedback, performance, training, and delegation of work. Upward communication deals with complaints,
requests, and the performance of the organization. Downward communication deals with plans, feedback,
performance, training, and delegation of work. Upward communication deals with complaints, requests, and the
performance of the organization.
Communication in crisis: Best Practices on What to Communicate in Crisis Situations
Deliver essential information in a quick, clear, and transparent manner.
People are overwhelmed with the amount of information coming at them. They’re on the lookout for essential
information that can help them get through this crisis, but they’re also under tremendous pressure at work and at
home, and they don’t have time to digest it all.
Focus on essential information and embrace brevity. Share what you know when you know it. Also, be honest —
this is not the time to equivocate and fall back on corporate speak.
1. Share what you don’t know in addition to what you do know.
No one has all the answers right now. But acting like you do will damage your credibility and your ability to
connect with your people. Be honest and embrace the ambiguity of the situation, but also share what you’re able
to. People will appreciate and resonate with honest, direct messaging.
2. Make it clear what people can look to for stability and guidance.
In a moment where it seems like everything is shifting and up for grabs, let others know what remains stable.
Clarify and emphasize what’s bedrock and unchanging. For many organizations, this might include their vision,
mission, and values.
Best Practices on When to Communicate in a Crisis
1. Communicate broadly, repeatedly, and through multiple means.
To stand out above the noise, don’t just rely on one particular medium or platform. Remember the 3 R’s: review,
repeat, and reinforce.
If information is shared only once (or through one medium), you cannot be sure that everyone has received it —
or if they did, that they understand it.
Take the extra time to review information with your team, to repeat the information to help it sink in, and to
reinforce the key points of your information with additional context or guidance. If in doubt, err on the side of
over-communicating and sounding redundant rather than under-communicating and running the risk of people not
hearing or understanding your message.
2. Explain before questions and concerns are submitted, when possible.
During a crisis, people can be so overwhelmed with just getting through their lives that they may not have the
capacity to reach out with questions and concerns. Taking the initiative to connect with your team and answer the
questions they likely have will show them that you’re on the front line dealing with the crisis and that you’re
willing to support them. Of course, you should also provide a space for your team members to share their concerns
and build and ask questions that haven’t been answered.
3. Share with others after you’ve taken care of yourself.
This may sound selfish, but it’s extremely difficult to lead others if you’re not in a good place yourself.
Take care of yourself, make time for your wellness, being kind to yourself through constructive self-talk, building
awareness of distorted thought patterns, or just take some time to be patient with how you’re feeling right now.
If you can get yourself in a better place, you’ll be more able to help and lead others effectively.
10 BARRIERS TO EFFECTIVE COMMUNICATION AND PERSUASION:
1. Physical and physiological barriers
These include distance, background noise, poor or malfunctioning equipment, bad hearing, poor eyesight, and speech
impediments.
2. Emotional and cultural noise
Emotions (anger, fear, sadness) and attitudes (having to be right all the time, believing oneself to be superior or inferior to
others) affect objectivity, as do the stereotypical assumptions that people make about each other based on cultural background.
3. Language
Speaking different languages, having strong accents, and using slang or jargon can frustrate communication and negotiation
efforts.
4. Nothing or little in common
Examples, stories and anecdotes can help get a point across, except when the audience cannot relate to any of these because
they don’t share a common experience with the speaker.
5. Lack of eye contact
Not making eye contact is a sure way of raising doubt in listeners and losing their attention and making them feel suspicious of
you, not to mention invisible.
6. Information overload and lack of focus
Too much information can confuse your audience and even make them wonder if you’re overwhelming them with details to
avoid telling them something else they would rather know.
7. Not being prepared, lack of credibility
If you’re not prepared, if you lack the facts, if you rely on your PowerPoint presentation too much, your listeners will notice
and feel let down, even disrespected–and they won’t believe you.
8. Talking too much
When you talk, you’re not listening, and you need to listen to the people you’re attempting to persuade.
9. Trying too hard, seeming desperate
When you try too hard to persuade someone, you may seem desperate, and desperation smells like manipulation and turns
people off before you can utter your next desperate word.
10. Lack of enthusiasm
If you don’t believe in your position, product, service, or whatever you’re trying to sell, they won’t believe in it either.

Various categories of barriers to communication:

Physiological barriers to communication are related to the limitations of the human body and the human
mind (memory, attention, and perception). Physiological barriers may result from individuals' personal
discomfort caused by ill health, poor eyesight, or hearing difficulties.
In general, there are five types of physical barriers that prevent individuals from communicating effectively:
• Environment. Environmental barriers are due to the place we're trying to communicate in.
• Distance.
• Time.
• Medium.
• Technical difficulties.
Five causes of cultural barriers :
• Language. Not speaking the same language (well) can cause a myriad of misunderstandings and is considered the
most crucial barrier in cross-cultural communication.
• Stereotypes and prejudices.
• Signs and symbols.
• Behaviors and beliefs.
• “Us” versus “them”
What are language barriers :
The most obvious example of a language barrier is people speaking languages native to different regions.
Dialects are another example of a language barrier. People can technically speak the same language and still face
misunderstandings and gaps in communication due to dialectical differences.

Gender barriers to communication:

The pro-male bias
Male performance is often overestimated compared to female performance. There is a pro-male bias across all
jobs, especially those considered ‘male-dominated.’ But there was no pro-female bias for stereotypically ‘female’
occupations. The pro-male bias can be hard to pinpoint at times.
The motherhood penalty
Many studies show that the pushback—or “motherhood penalty”—women experience when they have kids is the
strongest gender bias. Motherhood triggers assumptions that a woman is less competent, less committed, and less
available to her career. The “motherhood penalty” has been proven again and again but more recently researchers
have also noted a “fatherhood bump”.
The “think leader think male” bias
Men and women tend to associate leadership with more masculine traits such as strength, assertiveness,
confidence. And men and women don’t judge the same traits in a woman as positively. A directive woman tends to
be viewed as “bossy.” I’ve observed several discussions during talent management reviews where women were
criticized for being too “aggressive.” I’ve rarely seen this remark made about men under review. At the same time,
a woman exhibiting a typically feminine leadership style, more collaborative, asking more questions rather than
giving orders, will be considered too “soft” for a leadership role.
The benevolence biases
The benevolence bias consists in associating with vulnerability and the need for protection. This has at least two
negative implications for women’s career progression: First, they tend to be given fewer stretch assignments and
positions. Typically, women with small children tend not to be considered for international assignments, as
managers assume this would be too challenging for them. Second, women get less constructive feedback as
managers fear the emotional reactions of women. It’s true that, in general, women tend to be more emotional than
men. A study showed that women shed tears as much as eight times more often than men. And when women cried,
the duration of crying was three times longer. But this is not a sign of weakness.
Work Culture and Organization
Difficulties in managing work-life
Society’s expectations are not the same on men and women regarding their roles in raising children, carrying out
household chores or looking after ageing parents. Things are progressing, but around the world, women still spend
two to ten times more time on unpaid care work than men. . The double burden women face is clearly a reality.
Therefore, the “anytime, anywhere” culture and the lack of flexible working options have a disproportionately
negative impact on women. .
Ordinary sexism
Sadly, ordinary sexism is still a key obstacle to gender balance in the workplace. Such behaviours are particularly
strong in male-dominated industries. They make women feel like outsiders and discourage them from applying to
jobs or remain in such environments. Women often share stories about how they feel disrespected and how
ashamed they are to talk about it. Often, male colleagues don’t even realize how inappropriate some behaviors may
be. Some team cultures that are not exactly sexist can put off women when they are too masculine, too competitive,
with rough language, and ongoing banter.
Women’s Internal Barriers
Lack of confidence
Several studies show that women tend to be less confident in themselves than men, even if they have similar
ambitions to progress in their careers. For instance, women tend to apply for jobs only when they fulfil 100 per cent
of the requirements, whereas men apply for jobs even if they only fulfil 60 per cent of the requirements. In a group
of women and men with similar performances, the women will tend to under-evaluate themselves, whereas the men
will tend to over-evaluate themselves. Women tend to blame themselves when they fail and credit external
circumstances when they succeed, whereas men tend to do the opposite.
The good girl syndrome
Women have been conditioned at school, more than men, that a good job is automatically rewarded. This approach
works well at school, it doesn’t work in corporations. Others need to know what you’re capable of. Women,
compared with men, have less of the attitude and the network required to succeed in this type of environment.
Women tend to be less comfortable than men communicating about their accomplishments. They fear being viewed
as bragging and self-promoting.
Lack Of Leadership Support
The perception gap :
Men and women don’t share the same vision of gender equality. Overall, men tend to underestimate the difficulties
faced by women and the benefits of having more gender diversity. A survey in the high-tech industry found that
while, for men, the key gender diversity barrier was the classic pipeline excuse, There are no women to recruit, for
women, unconscious bias was the key barrier. The less men are aware of their male privilege and the difficulties
women face, the less supportive they are of gender diversity measures. If a man fails, will he ever be told that it’s
because you’re a man? Most probably not, and this is male privilege. Because many women are reminded of their
gender when they fail, amongst other things. Men happen to be the majority of senior leaders, those with the power
to change the status quo.
The lack of knowledge about what to do
Even when leaders are aware of the barriers faced by women and convinced of the benefits to promote gender
balance, often they don’t know what to do. That’s one of the most common questions that are asked by male leaders
who want to promote gender balance: “What am I doing wrong?

What are interpersonal barriers to communication?

Interpersonal barriers are any negative patterns of behaviour that hinder you from communicating or discourage
others from communicating with you. In many cases, miscommunication results from unintentional verbal or non-
verbal cues.
Psychological Barriers and Emotional Barriers to Communication:
Lack of attention, poor retention, distrust and defensive perception, viewpoints, attitudes and opinions, emotions,
and mental limitations.