AN INRODUCTION TO BUSINESS COMMUNICATION

BYGANESH GOVINDA KAUSHIK BIDYUT RANJAN KALITA

Communication is the process of transfer of ideas and expressions from one person to another. It is the way of self expression.
The information to be communicated should be accurate and clear. The receiver of the message should interpret the sent by the sender in the same way as the sender has intended to express, only then the process of communication is said to be complete and successful. However, the case may not be so in all instances.

DEFINITION
Peter Little in his book Communication in Business says, Communication is the process by which information is transmitted between individuals and/or organizations so that an understanding response results.

OBJECTIVE/PURPOSE OF COMMUNICATION
v To v To v To v To v To v To v To inform persuade train motivate integrate relate entertain

NATURE
v It is a process v Inevitable v Continuous v Dynamic v Two way communication v Meaning based v Systematic v Leads to achievement of organizational objectives v Produces response

CLASSIFICATION OF COMMUNICATION

ON THE BASIS OF NUMBER OF RECEIVERS v Intrapersonal v Interpersonal v Group Communication v Mass communication

ON THE BASIS OF MEDIUM EMPLOYED v Verbal communication Oral Written

v
v Non Verbal Communication

Verbal Communication
q It is the ability to communication by using words. Oral Communication: Oral communication is different from written communication in the way that it allows more ways to get a message across to others. Feedback is mostly immediate and you can clear up any questions; use non-verbal cues; use pauses, emphasis and voice tone to stress certain points.

Written Communication: Writing is more difficult than speaking because you have to get your message across correctly the first time itself; you do not have the advantage of immediate feedback and non-verbal cues like facial expressions to obtain your objective.

Oral Communication
Forms: Face to face communication Interviews Telephone conversation Negotiations Meetings Lecture / speech Presentation Conferences / seminars / workshops

Written Communication

Forms: v Email (Electronic mail) v Website v Memorandums v Letters v Reports (both business and academic reports) v Notices v Circulars v Manuals v Handbooks v Orders v Enquiries v Complains v Quotations v Others like sales contracts, newsletters, bulletin-board notices etc.

Written Communication

CHARACTERISTICS
Most formal Used for documentation Presence of sender and receiver not at the same time Creative activity Time factor Fewer cycles

Written Communication

ADVANTEGE v Legal defense v Mass access v Suitable for distance communication v Accurate v permanent

DISADVANTAGES v Limited to literate world v Time consuming v Lot of paper v Lace of immediate v costly

Non-verbal Communication

Non-verbal communication means communication which does not involve speech or words. Thus any message received through the medium of gestures, signs, body movements, facial expressions, tone of voice, colour, time, space, style of writing (graphology), etc. can be categorized as non-verbal communication.

ROLE OF COMMUNICATION
v Interpersonal v Informational v Decisional

THE COMMUNICATION PROCESS MODEL

Functions of communication
Communication plays a vital role in every walk of life like: v Information sharing v Feedback v Influence v Problem solving v Assists in decision making v Facilitating change v Group/team building v Conveying the right message v Co-ordinating efforts

Barriers in Communication
1.Semantic barriers 2.Organizational barriers 3.Interpersonal barriers 4.Physical barriers/ channel and media barriers

Semantic Barriers
(a)Homophones: Words having similar pronunciation but different meanings (b)Badly expressed message (c)Wrong interpretation (d)Unqualified assumptions (e)Technical language (f)

Organizational Barriers
(a)Organization climate and culture (b)Organization rules and regulations (c)Status relationships (d)Complexity in organization structure (e)Inadequate facilities and opportunity (f)A lack of co-operation between superior and subordinate

Physical Barriers / Channel and media barriers

(a)Noise (b)Environment (c)Number of links in the chain (d)Defects in the medium (e)Circumstantial factors

Measures to overcome Barriers in Communication

1. Fostering good relationships 2. Purposeful and well focused communication 3. Co-ordination between superior and subordinates 4. Avoid technical language 5. Feedback 6. Accuracy 7. Clarity in the message 8. Flat organizational structure 9. Division of labour 10.Organization policies 11.Minimize semantic problem 12.Proper communication channels

7 Cs of Effective Communication
v Courtesy / consideration v Clarity v Correctness v Concreteness v Credibility v Completeness and Consistency v Conciseness

4 Ss of Communication
v Shortness v Simplicity v Strength v Sincerity