BUSINESS COMMUNICATION
Introduction & Definition
Since the dawn of civilization man expressed his ideas and views in different ways to exchange his feelings and emotions. This way of exchanging the feelings is known as communication. Communication is one of essential conditions of social interaction.
According to Brown,
“Communication is the process of transmitting ideas or thoughts from one person to another for the purpose of creating understanding.
According to Keith Davis,
“Communication is the transfer of information and understanding from one person to another person. It is a way of reaching others with facts, ideas, thoughts & values.
The word communication has been derived from the Latin word ‘Communicare’ which means to share or to commune or giving or sharing information.
Thus we can say is act of sharing of information ideas from person to another person or group. It involves in systematic and continuous process of telling, listening, understanding and responding.
The nature of communication is social, collective, extrovert, dynamic, multidimensional, and professional. It involves impressions as well as expressions. Communication can be enlightening as well as misleading depending upon one’s skill and proficiency.

FACTORS/ELEMENTS/COMPONENTS OF
COMMUNICATION
1.
Sender
2.
Message
3.
Receiver
TYPES OF COMMUNICATION
Oral
VERBAL
COMMUNICATION
Written
AUDIO
NON-VERBAL
SIGN LANGUAGE
VISUAL
BODY LANGUAGE

PROCESS OF COMMUNICATION
Communication is the dynamic process that involves the effective transmission of facts ideas thoughts, feelings & values. It is sharing of information and understanding. It is an aspect of human nature whatever are, whatever maybe, if two persons are present a sort of understanding begins to develop between them.
Communication is concern with sharing information and understanding. It consists of a few elements as:
1.
Sender : The communication starts with the sender, the person or group who wants to transmit the message to another person of group.
2.
Message : The physical form of the idea or information conveys which can be understood by the receiver.
3.
Encoding : Converting he message into a symbolic form channel the media through which the message travels.
4.
Channel : Channel or medium is the method used to transmit the message.
5.
Receiver : The person or group who receive the message and attaches some meaning to the message.
6.
Decoding : Retranslating of sender’s message.
7.
Feedback : The final link in the communication process in which the receiver expresses the response to the message.

Sender Message Encoding Channel Receiver Decoding
Feedback
NOISE
Any interferences in the message sent and message received leads to the productions of ‘noise’. The term communication barriers, or that which or distorts message, is an expansion of the concept of noise.
Noise here does not mean cacophony, but a break in the communication process. If noise occurs because of technological factors, it is a smaller problem as it can be removed by correcting the technological faults,. Contrary to this, if the noise is due to human error, the parties involved in the communication process need to take corrective measures.
LEVELS OF COMMUNICATION
Communication is universal and multidimensional activity communication takes place at various levels :
1.
Extra personal
2.
Intrapersonal
3.
Interpersonal
4.
Organizational
5.
Mass communication
Extra personal : Communication which exists between human being and non-human beings is extra personal. For example the wagging of tail of your pet dog when at sees at close proximity. A parrot responding to your greeting is an example of extrapersonal

communication. This type of communication requires perfect coordination and understanding between the sender and the receiver.
Intrapersonal : Where a person communicates with himself is called intrapersonal communication. It implies our thoughts, feelings, reactions, imagination extra. The thinking process discussion making process self esteem self worth perception of a person etc. belong to this communication.
Interpersonal communication : It is the interaction between two people who are equally active at this level communication refers to the sharing of information among people. I t can be formal or informal depending upon the situation and nature of relationship between the parties involved.
Interpersonal communication is advantages because direct and immediate feedback is possible. If a doubt occurs it can be instantly clarified. We can say that interpersonal communication depend on a variety of factors. Such as psychology of the two parties involved, the relationship between them, the situation and surroundings in which the communication takes place and finally cultural context.
Organizational : Every firm of company has an organizational pattern to carry out its activities communication in an organization takes place at different hierarchical levels without it the organization came seas to exists. The organizational communication depends upon the size of the organization to install proper networking system.
Organizational communication sub divided as :
A.
Internal operational : All the communication that occurs in conducting work within an organization is known as internal operational. It includes ordering the staff, discussing the plans and problems, giving instructions and guidance, removing grievances, maintaining discipline.

B.
External operational : The work related to communication that an organization thus with the people outside the organization is called external operational communication. It includes communication between one organization and the other, communication with government authorities, communication with customers or public.
C.
Personal operational : All communication that occurs without specific purpose in an organization is called personal communication.
Mass communication : Mass communication means communication with the masses. This communication required a mediator to transmit information. The mass media are as journals, books, television and newspaper which mediate such communication. Since the message are for a large audience the approach impersonal. Mass communication more persuasive in nature than any other communication. Oral communication thorough mass media requires some equipments such as micro phones, amplifiers etc. whereas written form needs print a visual media. The characteristics of mass communication are :
A.
Large reach : Mass communication reaches to a wide audience it may be the public in general. The message must be in simple language so that all sections of audience may be able to comprehend its meaning.
B.
Impersonality : It is impersonal such as the participants are unknown to each other.
C.
Presence of gatekeeper : When the speaker is not directly in contact with audience his message is likely to edited by some mediator. These mediators are a kind of gatekeepers. This gatekeeper or mediator could be a person or group of persons active in transferring or sending information from the source to the audience through a mass media. For example in a newspaper the editor decides which news makes it to hands of the readers.

FLOW OF COMMUNICATION
In each every organization the information flows in both forms, formally and informally. Formal communication flows along prescribed channels which all members desirous of communicating with one another are obliged to follow. Formally, a clerk working in any of the sections cannot directly communicate with the Managing Director. He must talk to his supervisor who will pass on the message to the departmental manager from where it will go to the Managing Director.
Information of various kinds flowing through formal channels, such as policy or procedural changes, orders, instructions, confidential reports etc. is classified as formal communication. This type of communication can flow in various directions-upward, downward, lateral or horizontal.
Managing Director
Director 1 Director 2 Director 3
Supervisor 1
Manager 1
Supervisor 2
Supervisor 1
Manager 2 Manager 1
Supervisor 1
Manager 2
Supervisor
2
Supervisor 1
Manager 1
LANGUAG
Supervisor 1
Supervisor
2
E
Supervisor 2
Supervisor 1
Manager 2
Supervisor 2
Supervisor 2
Horizontal/Lateral
Downward Upward
Diagonal

Downward communication : Refers to communication from the higher level to the lower one in managerial hierarchy. The function of this type of communication includes annual confidence reports,
Performance appraisal notices, project back, announcement of company policies and instructions.
Upward communication : This type of communication flows upward in the hierarchical level i.e. from subordinate to the superiors.
The main purpose of this communication is to provide feedback at several levels of organizational set up, e.g. reports, business proposals, suggestion exit interviews grievances etc.
Horizontal communication: Horizontal communication helps developing team work, and to promote group coordination within an organization. Horizontal communication takes place between professional peer groups or at the same hierarchy levels. It is less formal and structured than both the downward and upward communication. The area of performance of this communication is carried through informal discussions, management gossip, telephone call, tele-conference and routine meeting etc.
Diagonal/crosswise communication : This type of communication occurs between people who do not to follow rigid norms of communication protocol and it percolates in all the directions.

BARRIERS TO COMMUNICATION
Barrier is like a hindrance, bottleneck, or a sieve which allows only a part of the message to pass through or it completely distorts the message as a result the desired response is not achieved. Barrier causes misunderstanding and hampers the smooth functioning of the organization. Barriers are classified into three levels which are :
I.
Intrapersonal
II.
Interpersonal
III.
Organizational
Intrapersonal barrier : Every individual is unique and no two individuals are same. “According to the law of individual difference,” this difference occurs due to experience, education, values, ideas, thinking, aptitude, cultural and personality. That is why the interpretation of the same message is done in different ways because our thinking varies. The causes which are responsible for the individual’s inbuilt barrier are as following :
1.
Wrong assumption
2.
Varied perceptions
3.
Differing Background
4.
Wrong inferences
5.
Impervious Categories
6.
Categorical Thinking
Wrong assumption : Barrier are caused by wrong assumptions when the sender of the message has a false or under or over assumption of the level understanding, knowledge, thinking etc. The speaker sometimes does not realize the background, education and experience of the receiver as each and every person is different from another. A

skilled communicator always keeps in his mind these issues and he/she steps himself/herself in the shoe of the listener.
Varied perception : This is a story of six blind men who came across an elephant and had varied perception regarding its body parts, e.g. first one after touching its body felt it to be a wall. 2 nd one touching its tail thought it to be a rope. 3 rd one touching its leg declared it to be trunk of a tree. 4 th open holding the trunk in his hand said, it is a snake. 5 th one touching its ears claimed them to be the fan and 6 th one touching the long ivory teeth/hookers said it to be a sword. Thus everyone has it own perception according o his taste and preferences and knowledge, thus to overcome this barrier one has to think widely with a broad perception.
Differing background : No two persons have a same background even siblings differ in their genetic heritage, variations are due to educational, culture, language environmental, age and other factors which give rise to the difference in background of the individuals, e.g. a computer company representative would not make any effect on a group of doctors if in his presentation he details more about the hardware. One has to be well informed about the audience to whom he communicates. Empathy or identification is the solution.
Wrong inferences : Inferences are more dramatic than facts this is the reasons that it give rises to gossip and rumors to prevail when inferences are supported by facts. They less and pre-conceived only hamper & retard the flow of communication and paving way to intra or internal conflicts.
Impervious categories : In general we react positively to information only if it is in consonance with our own views and attitudes. But conversely the news which doesn’t suit to our taste and preferences we disbelieve it or react negatively. Rejection avoidance and distortion are the common undesirable reactions people having closed minds do not adapt to the environment which is taking new shapes

rapidly. These people instead become bottleneck to such latest developments and impede the communication process through rigid thinking, categorical view point adamant behavior are such traits.
Thus impervious categories are of those who may not be able to accept any deviation from their point of view.
Categorical thinking : Three are some people who say they ‘know’ it all are called ‘panasophists’. They have a thinking that they are all perfect in their subject and cannot there information relating to their subject or views points. The clue to detect this barriers in others is the use of words like; all, always everybody, everything, everytime. To avoid this barriers one has to broad minded and one should label his opinion, with phrases like, ‘It appears to me’. Or ‘the evidence indicates.’ One should be non-judge mental. Emphatic , subject oriented and a coherent listener.
Interpersonal barriers : These barriers occur due to the inappropriate transaction of words between two or more people. The inefficiency in communication skills and negativity or negative bent of ‘mind perception which is preconceived affects the communication to exist properly between the two i.e. receiver and the sender. The most common reasons for inter-personal barriers are :-
1.
Limited vocabulary
2.
Incongruity of verbal and non-verbal messages.
3.
Emotional outbursts
4.
Communication selectivity
5.
Cultural variations
6.
Poor listening skills
7.
Noise in the channel
Limited vocabulary : Inadequate Vocabulary is the major hindrance in communication both oral or written. During the speech or at writing if our tongue fumbles and pen falters due to the loss of proper or even. The connotative or denotative meaning of words while communicating should be absolutely clear to the receiver. Thus

having a good vocabulary and have the idea of proper usage of such words which create an indelible impression on the listeners.
Incongruity of verbal of non-verbal message : Non-verbal communication usually enhances and enlivens verbal communication as action speaks louder than words. Non-verbal cues provide a deeper insight into the senders message and if these cues are ignored or misinterpreted the message is distorted. Physical appearance dress sense according to the occasion, hair style, polished shoes. There should be perfect match between non-verbal cues and verbal message but again it varies from countries to countries & culture to culture.
Emotional outburst : Emotions being an integral part of a human being whether in business or personal encounters. By sharpening selfawareness intuition and empathy emotion can help in dedveloping an environment conducive to communication.
Communication selectivity : Day by day business are increasing globally. The outlook of global and domestic work force has changed drastically. Thus to complete successfully, in today’s globalized business environment we have to overcome the communication adequacy due to different languages and cultures.
Poor listening skills : Hearing is a passive exercise, listening requires careful attention and accurate decoding of the signals received from the speaker. The distractions that hinder the flow of communication.
The distractions that hinder listening are, emotional disturbance, indifference, aggressiveness, and wandering attention.
Noise in the channel : noise is an unwanted, signal or interruption
Noise has its involvement in all kinds of, visual, audio-visual, written, physical, oral & psychological form.
Organizational barriers : Barriers are omnipresent, they are predominant in every organization irrespective of its resize and communication technique. Thus irrespective of size all organizations have communication policies which describe the protocol to be

followed. The structure and the complexity of this protocol usually causes communication barriers. A rigid hierarchical structure usually restricts the flow of communication. The message flow is either completely distorted or change with too many transfer points. The main organizational barriers are :-
1.
Too many transfer stations : With several layers communication channels the message get distorted in huge organization. Too many transfer stations is always a deterrent to effective communications.
2.
Fear of superiors : In a rigidly structured organization fear and awe of the superior prevents subordinates from speaking frankly. An open environment is conducive to increasing the confidence and good will of the communicator.
3.
Negative tendencies : Many organizations create work groups which have members and non-members depending upon the work schedule, thus this barrier is due to confliction of ideas thinking etc.
4.
Use of inappropriate media : Time, cost, type of message, intended audience.
5.
Information overload : This is one of the major problems faced by organization today is the huge amount of data received by the receiver who is unable to handle effectively this leads of fatigue, boredom disinterest. Thus qualitative aspect of the information more vital than quantitative. Screening of the information aspect o the information to filter out the relevant rather irrelevant information must be avoided.

HOW TO OVERCOME THE COMMUNICATION BARRIERS
There are few guidelines for overcoming communication barriers.
These guidelines are listed by Bovee et al in their book for making communication effective.
1.
Adopt an audience centered approach : Adopting an audience centered approach means focusing on audience/receiver in order to make a meaningful communication. The communicator should try to know about the education, age, status and other relevant particulars of the receiver’s personality. A message written while keeping in view the receiver, may be understood and accepted easily.
2.
Foster an open communication climate: As discussed earlier, restricted environment in an organization leads to misunderstanding and sometimes distorts the meaning of the message. Hence, communication should flow freely in all the directions-upward, downward, lateral and diagonal. There should be direct access to a manager, it will be blessing in two ways-first, it will help the employees to communicate their message directly without any distortion and secondly, it will enable the managers to share information with other employees and also seek their help in taking some decisions or solving some problems.
3.
Commit to ethical communication : Ethical Communication means to observe transparency in working. No deceptive tactics should to be used. Even negative information also should be made public.
4.
Create team efficient message : If the useful and unless information are put together, they result in the audience’s lose of interest and he fails in concentrating upon the useful message

Grapevine
In orginisational context the informal communication is called grapevine because the origen and direction of the flow of informally conveyed messages cannot be easily traced. Grapevine cut across formal channels of communication. Neither do they follow the same pattern nor do they necessarily coincide with formal channels of authority and communication.
The network or pathway of informal communication is known.
The use of the term grapevine is said to have originated during the US
Civil War when telegraph lines were strung loosely between trees and soldier said the wires resembled a grapevine. Message that were difficult to decipher were said to have come thorough ‘the grapevine’.
Types of Grapevine
(a)
Single Strand or Chain : One person communicates with one person only. This network is very slow.
(b)
Wheel Communication : The wheel network represents the communication pattern under which the subordinates can communicate with and through one manager. It is called a wheel network since all communications pass through the manager who acts as a central authority like the hub of a wheel. All the workers receive instructions and guidance from one person.
(c)
Circular Communication : In case of circular network, the message moves in a circle. Each person can communicate with his two neighborhood colleagues only. A disadvantage of circular network is that communication is very slow.

(d) Free Flow Communication : Under such an organizational design, there is no restriction on the flow of communication.
Everyone is free to communicate with anyone and everyone in the organization. However, this network is rarely followed in formal orgnisations.
(e)
Y Communication : This network is centralized with information flows along the predetermined paths. Such network might be appropriate for simple operations, requiring little interaction among the members of the group.
7Cs OF
COMMUNICATION
For transmitting effective written or oral messages, certain principles must be followed. They are also called the “Seven Cs” of communication. They are :-
1.
Completeness
2.
Conciseness
3.
Clarity
4.
Correctness
5.
Concreteness
6.
Consideration
7.
Courtesy