MEANING OF COMMUNICATION:

Communication is the process of exchanging information between two or more parties. In this process, one party transmits message by using a medium and the other party receives the message. In the communication process, information flows from sender to receiver. Communication is the exchange of ideas, opinions and information through written or spoken words, symbols or actions In order to make communication effective, the sender should know the reaction of the receiver. When the receiver sends back his response to the sender in connection with the message received, it is called two-way communication. Through two-way communication, parties can exchange their views, attitudes, feelings, news, messages, information, data etc. Many authors defined communication in various ways. Some of their definitions are quoted below: 1) According to William Scott- communication is a process which involves transmission, and accurate, replication of ideas ensured by feedback for the purpose of eliciting action which will accomplish organizational goals. 2) According to Emery and others, Communication is the art of transmitting information, ideas, and attitudes from one person to another. 3) In the opinion of Weihrich and Koontz, Communication is the transfer of information from a sender to a receiver, with the information being understood by the receiver. In light of the above discussion and definitions, we can conclude that communication is a process of exchanging information, facts, ideas, thoughts, opinions, wishes, attitudes etc. between sender and receiver. The process ends with the receivers feedback to the sender.

MEANING OF BUSINESS COMMUNICATION:

Business communication is a branch of general communication. When business related information is transferred from one person to another it is called business communication. So the main objective of business communication is to exchange information, wishes, attitudes etc. relating to business activities. Through business communication, parties like owners, managers, employees, customers, investors, suppliers, bankers, and general public exchange information relating to business activities. In fact, communication is the life-blood of business and management process. No business can operate even a day without communication. Business communication can take place with the internal and external parties of the organization. Many authors defined communication in various ways. Some of their definitions are quoted below: 1) William Scott defined. Organizational communication is a process which involves the transmission and accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will accomplish organizational goals. 2) According to Brennan, Business communication is the expression, channeling, receiving and interchanging of ideas in commerce and industry. 3) In the opinion of W.H.Meaning, The exchange of ideas, news and views in connection with the business among the related parties is called business communication. From the above stated discussion and definition we can draw the conclusion that business communication is a process where business related information, message, news, agencies etc. Business communication is essential to perform management function and to ensure organizational success.

In business world each organizations communication can be identified into two ways as i) ii) External Internal

Types or Direction Of Business Communication:

i)External: External communication refers those communications that occurs

outside of the organization such as government, customer, client etc. The communication might also be through teleconferences, face-to-face meetings, panel discussions or presentations, exhibitions and such events.

ii)Internal: All kind of communication that occurs inside of organization is

called Internal communication. This is communication that takes place within (or across) an organization. In addition to the usual face to face, telephone, fax or mail; modern organizations may use technology to communicate internally. The total communication types can be classified by the following diagram

Types of Business Communication in an organization

External communication Internal Communication

Formal communication

Informal communication Grapevine

Downward

Upward

Horizontal

Diagonal

Formal Communication: Every business organization adopts some

formal channels of communication. Generally a formal communication consist some written or prescribe rule that is followed by its member. The style of communication in this form is very official. Official conferences, meetings and written memos and corporate letters are used for communication. Formal communication can also occur between two strangers when they meet for the first time.

Informal Communication: informal communication refers those communication that have no written or prescribe rules. Informal
conversations need not necessarily have boundaries of time, place or even subjects for that matter since we all know that friendly chats with our loved ones can simply go on and on.

Directions of Communication:
Formal Communication:
Downward Communication: Downward communication means information moves toward lower position. Information flowing from the top
of the organizational management hierarchy and telling people in the organization what is important and what is valued. Generally downward communication is used to communicate messages downwards through the management hierarchy. It is not only recognizes and accepts a hierarchical structure but also is based on the assumption that people at the higher level have the ability and authority to direct the employees on all dos and donts. Moreover, it may get delayed or distorted as it goes down through the various levels of the hierarchical set up as all decisions are taken without any proper feedback. But it helps in creating awareness among employees of the objectives, targets and goals. It also helps in establishing a certain authority

in the organization and discipline. In the armed forces and police department, mostly, only downward communication exists

This type of communication is needed in an organization to:

o o o o o o o o o

Transmit vital information Give instructions Encourage 2-way discussion Announce decisions Seek cooperation Provide motivation Boost morale Increase efficiency Obtain feedback

Following figure will present downward communication

Branch Manager

Marketing Manager

Finance Manager

Operation Manager

BDO

Casher

Officer

Downward Communication

Upward Communication: Here information goes to top level from

lower level in the form of employee to manager. Upwards communication is used to bring employee ideas and feelings upwards through the management hierarchy.

Upward communication gives scope for the employees to offer their suggestions, opinions, make complaints and seek redressed of their grievances. Upward communication helps an organization to receive and reset its objectives at realistic levels Upward Communication is a mean for staff to:
o o o o o

Exchange information Offer ideas Express enthusiasm Achieve job satisfaction Provide feedback

Following figure will present Upward communication:

Branch Manager

Marketing Manager

Finance Manager

Operation Manager

BDO

Casher

Officer

Upward Communication

Horizontal / Lateral Communication: Horizontal Communication

make up by the interaction among peer groups in an organization. It allows people with the same or similar rank in an organization to cooperate or collaborate. Sales department, production department, quality control department and the stores

department have to constantly interact and coordinate among themselves. Horizontal communication leads to a better understanding among individuals and departments, cooperation and coordination.
Horizontal Communication is essential for:
o o o o o

Solving problems Accomplishing tasks Improving teamwork Building goodwill Boosting efficiency

Following figure will present Horizontal/Lateral communication:

Branch Manager

Marketing Manager

Finance Manager

Operation Manager

BDO

Casher

Officer

Horizontal/Lateral Communication
Diagonal or multi-directional Communication: Diagonal
Communication occurs when communication occurs between workers in a different section of the organization and where one of the workers involved is on a higher level in the organization. It is the use of upward, downward and horizontal communication. It is a healthy practice not to depend on any one mode. Diagonal communication leads to better feedback at all levels. It promotes understanding,

motivates employees and gives a sense of belonging and involvement to all people at all levels. But such communication should not be allowed to degenerate to a meaningless criss-cross communication which will lead to chaos and confusion. All modes have to be maintained at the appropriate and optimum level.

Informal Communication
Grapevine: Like formal communication every organization has informal
communication that is Grapevine. Grapevine communication is an informal but it is most important to each organization as a communication system. This stricture often cut formal organizational hierarchy and departmental bounders. Grapevine communication is an informal, unofficial, horizontal channel of communication because generally peer groups participate in it

Types of Grapevine Communication:

Types of Grapevine Communication

Signal Standard Chain

Gossip Chain

Probability Chain

Cluster Chain

Grapevine communication is of four different types Single Strand Chain: It can seep from individual to individual in a strictly linear fashion. Information takes time to spread in this fashion. Gossip Chain: In some situations, an individual goes around communicating the message / information he thinks he has obtained. Probability Chain: In some other situation, an individual passes an information without any restriction to all those with whom he comes into contact. Cluster Chain: In another situation, one person communicates to a few chosen associates who in turn communicate the same to yet another group

The two way communication process: Two-way

communication process refers providing message or information and receiving feedback. This process origin when two people or parties communicate with each other then the process approximately fulfills eight steps.

Develop an Idea: This is the key step. To develop an idea that the sender
wishes to transmit., because unless there is a worthwhile message, all the other steps are somewhat useless. This step is represented by the sign, sometimes seen on office or factory walls, that reads, Be sure brain is engaged before putting mouth in gear.

The steps are shown in figure

--------------------------------------------------------------------------------------------------------------------- Sender Message Receiver Barriers Bridge of Meaning ---- Develop Idea Step 2 Encode 2 Transmit 3 Receive 4 Decode 5 Accept 6 Use 7 Feedb ack for

two-way communication <----------------------------------------------------------------------------------------------------------------------8

FIGURE: the communication process

Encode: At this point the sender determines the method of transmission so

that the words and symbols may be organized in suitable fashion for the type of

transmission. To encode (convert) the idea in to suitable words, charts, or other symbols for transmission. The key to successful encoding lies in the process of framing an issue for presentation. Framing uses rich, colorful, carefully selected language to shape the perceptions of recipients. The sender of a communication attempts to frame an issue by placing it in a particular context or back ground to manage the meaning in the way it was intended.

Transmit: In step 3 the message finally is developed; now sender

transmits it through the channel chosen, such as by memo, phone call, or personal visit. The sender always careful about the message that has a chance to reach to the receiver and hold his or her attention, and communicates with carful timing. The sender also tries to keep the communication channel free of barriers, or interference, as shown in figure.

Receive: In step 4 another person receive the transmitted message. In this

phase the initiative transfers information to the receiver, who will read receive message. If it is oral, the receiver needs to be a good listener, a skills that is discussed shortly. If the receiver does non function, the message is lost.

Decode: Decode refers those system that the message should be

understood to the receiver. In this step the sender wants that the receiver will understand the message that he exactly sent.

Accept: Here the receiver accepts the message that send to him or reject.
The sender, of course, would like the receiver to accept the communication in the manner intended so that activities can progress as planned.

Use: in the communication process is for the receiver to use the

information. The receiver may discard it, perform the task as directed, store the information for the future, or do something else. This is a critical action step, and the receiver is largely in control of what to do.

Provide feedback: Communication is an exchange process. For the exchange to

be complete the information must go back to whom from where it started (or sender), so that he can know the reaction of the receiver. The reaction or response of the receiver is known as feedback. Two-way communication, made possible by feedback, has a back-and- forth pattern. In two- way communication, the speaker sends a message and the receivers response comes back to the speaker.

Barriers to Communication:
Anything that obstructs flow of communication is referred to as noise, is called barriers to communication. When the receiver receives the message and makes a genuine effort to decode it, a number of interferences may limit the receivers understanding.

Types of Barriers:
1. Physical barriers: One physical barrier is often created by marked out boundaries for individuals. In workplace, such barriers can be caused by the different seating arrangements for staff members belonging to different status. This distance factor can be a hindrance in normal Workplace Communication. Other factors related to the physical environment like constant background noise, poor lighting can cause a lot of distraction and often come in the way of communication.

2. Semantic Barriers : Semantic barriers may occur when the transmitter

and receiver assign different meaning to the same words or different words for the same meaning. Sometimes we choose the wrong meaning and misunderstanding occurs. It arise from limitations in the symbols with which we communicate. Age , education and cultural background are three of the more obvious variables that influence the language uses and definitions he or she gives to words.

3. Filtering: The major determine of filtering is the number of levels in an

organizations structure the more vertical levels in the organization hierarchy, the more opportunities there are for filtering. Filtering reefs to a senders purposely manipulating information so it will be seen more favourable by the receiver.

4. Emotions: Another barrier is emotion. The emotion when receiver receive

message is a major factor. How the receiver feel when he or she receive a message. When you are in sound mind you accept the message and when you are in angry you accept the same message differently.

5. Lack of trust:

The most important cause for the lack of communication in an organization is due to competition , which create lack of trust among the employee 6. Barriers of Attitude: Barriers of Attitude is personal conflict between individuals. It can badly ruin any interpersonal relationship as both the individuals involved delay the communication due to clash of interests. Such inflexible attitude is observed among employees of an organization when they are dissatisfied with poor management.

The main media of communication

the process of communication can be broadly classified as verbal communication and non-verbal communication. Verbal communication includes written and oral communication whereas the non-verbal communication includes body language, facial expressions and visuals diagrams or pictures used for communication. The main media for business communication approximately two category that are a) Verbal , b) Nonverbal

a) Verbal Communication: Verbal communication is a common way

individuals transfer their message to other individuals and businesses. Verbal communication methods may include meetings, in-person interviews, telephones and video conferencing.

Verbal communication is further divided into two way. i) Written communication. ii) Oral communication.

i)Written communication: Written communication includes internal

business memos, formal letters, bulletin boards or posters and other various written communication forms. Individuals may choose to use written communication if they need to reach multiple individuals at different locations with a similar message. Organizations often use written communication to ensure they have documentation when correcting an issue or dealing with important legal situations.

ii) Oral communication: The oral communication refers to the spoken words in the communication process. Oral communication can either be face-toface communication or a conversation over the phone or on the voice chat over the Internet. Spoken conversations or dialogs are influenced by voice modulation, pitch, volume and even the speed and clarity of speaking.

b)Nonverbal Communication Non-verbal communication includes the

overall body language of the person who is speaking, which will include the body posture, the hand gestures, and overall body movements. The facial expressions also play a major role while communication since the expressions on a persons face say a lot about his/her mood. On the other hand gestures like a handshake, a smile or a hug can independently convey emotions. Non verbal communication can also be in the form of pictorial representations, signboards, or even photographs, sketches and paintings.