BUSINESS COMMUNICATION

UNIT I

Dr. A JAYASHREE

HEAD AND ASSISTANT PROFESSOR

DEPARTMENT OF COMMERCE

INTRODUCTION:

• Good communication skills are essential to effective business communications.  At its core, the aim of communication is to transmit information from one person to another so that the sender and receiver understand the message in the same way.
• The responsibility for clear communication usually falls on the sender. But the receiver is also responsible to confirm a clear understanding of the message.
• Communication is a dynamic and cyclical process.
• Breaking down the communication cycle into its parts is helpful to understand the responsibilities of both the sender and receiver of communication, as well as to identify communication barriers.

The 5 Step Communication Process

Step 1: Idea Formation:

 The communication process begins when the sender has an idea to be communicated.  The idea will be influenced by complex factors surrounding the sender.  The sender must begin by clarifying the idea and purpose.  What exactly does the sender want to achieve?  How is the message likely to be perceived?  Knowing this information provides a higher chance of successful communication

Step 2: Message Encoding :

The idea must be encoded into words, symbols, and gestures that will convey meaning.  Because no two people interpret information in the exact same way, the sender must be careful to choose words, symbols and gestures that are commonly understood to reduce the chances of misunderstanding.  Therefore, a sender must be aware of the receiver’s communication skills, attitudes, skills, experiences, and culture to ensure clear communication.

Step 3: Message Transmission:

Choosing the medium to transmit the message is the next step in the communication process.  Messages can be transmitted in a verbal, written, or visual manner (see Table 1).  For clear communication to occur, the medium and message must match

Step 4: Decoding :

When the message reaches the receiver, the message must be decoded into its intended meaning.  Therefore, the receiver must translate the words, symbols, and gestures as the sender intended. Because no two people interpret information in the exact same way, incorrectly decoding a message can lead to misunderstanding.  Successful decoding is more likely when the receiver creates a receptive environment and ignores distractions.  Alert receivers strive to understand both verbal and nonverbal cues, avoid prejudging the message, and expect to learn from the communication.

Step 5: Feedback :

A vital part of the communication process is feedback.  Feedback occurs the sender and receiver check to ensure the message was understood as intended.  Feedback is a shared responsibility between the sender and the receiver and can be verbal or non-verbal.  For example, the sender can elicit feedback by asking, “Do you have any questions?” The sender can also improve the feedback process by only providing as much information as the receiver can handle.  Receivers can encourage clear communication by providing clear, timely, descriptive, and non-judgmental feedback.  For example, the receiver can shake his/her head up and down to confirm “yes” I have a question.

CHANNELS OR TYPES OF COMMUNICATION

• On the basis organizational structure
• Formal communication
• Informal communication
• On the basis of media used
• Written communication
• Oral communication

Formal communication�

• Formal communication takes place via formal channels of the organizational structure established by the management. These channels are deliberately created for regulating the communication flow and to link various parts of the organization.
• They are helpful for performing functions like planning,decision making co-ordination and control
• Formal communication are in writing .there are three forms of formal communication namely

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1. Downward
2. Upward
3. Horizontal
1. Downward communication
2. Communication is said to be downward when it moves from the top to the bottom .downward channels are used for passing on managerial decisions, plans, policies to subordinates down the line for their understanding and implementation.

The purpose of downward communication

• Give job instruction
• Create an understanding of the work and its relations with other tasks.
• Inform about procedures
• Inform subordinates about their performance

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Upward communication

• Communication is said to be upward when it flows from the subordinates to the top management
• Upward communication is used by subordinates for transmitting information, ideas, views and request to their superiors on matters relating to their jobs responsibilities

Horizontal communication

• Communication is horizontal when it flows between individuals at the same operational level.
• Eg conversation between to department Heads

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Informal communication

• Informal communication is free from all the formalities of formal communication. It is based on the formal relationship among the members of the organization. Informal communication is usually oral and may be conveyed by a simple gesture, glance, nod or smile
• The informal relationship that supplements the formal organizational relationship is referred to as the grapevine.

On the basis of media used

• Oral communication
• Oral communication refers to face to face communication. It offers interchange of ideas at the personnel level
• Theme can be questions and answers
• The sender and receiver of the message are in direct contact
• If the listener does not understand the message , he can clarify or raise question and get the answer

Face to face communication�

• This types of communication takes place face to face between two individuals or among a small group of persons. This communication flows both the ways.
• Eg Meeting
• Interview
• Conference

Mechanical devices for oral communication�

• Mechanical devices which are commonly used, for oral communication are listed below
• Signal
• Call , bell , buzzer, Coloured bulb
• Dictating machines
• Telephones

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Written communication

• Written communication on the other hand, is very wide in its scope and covers entire paper work relating to all kinds of transactions.
• Memo
• Notice
• Telegram
• Email

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Non verbal communication

• Communication is not verbal. Some may be non verbal i.e unwritten and unspoken . The most common communication is to hear what isn’t being said.
• The common types of non verbal communication in

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