When do communications start?

Communication starts when a sender encodes a message, then transmits it

using a channel to convey them to the receiver who decodes them.

A channel is the method in conveying the message. It can be anything from the most common face-to-face
interaction, to telephone, voice mail, email, chat etc. It is important that you use the appropriate channel, as this
can make a big difference in your message.

The term business communication is used for all messages that we send and receive for official purpose like
running a business, managing an organization, conducting the formal affairs of a voluntary organization and so
on. Business communication is marked by formality as against personal and social communication. Business
Communication is any action undertaken to promote an idea, product service or organization, internally or
externally, with the objective of propagating the cause of the business by creating value or making a sale. In
other words, it is the process of transmitting information and thoughts between various parts of people and
people outside the organization. It is an essential element and vital part to make a business move. Without that,
there will be no business. Communication is the life blood of any organization and its main purpose is to effect
change to influence action. In any organization the main problem is of maintaining effective communication
process. The management problem generally results in poor communication. Serious mistakes are made because
orders are misunderstood. The basic problem in communication is that the meaning which is actually understood
may not be what the other intended to send. It must be realized that the speaker and the listener are two
separate individuals having their own limitations and number of things may happen to distort the message that
pass between them.

Verbal Communication: Meetings, presentations, phone calls.

Non-verbal Communication: Body language, facial expressions.

Written Communication: Emails, reports, memos.

Digital Communication: Instant messaging, video conferencing.

Types of Business Communication

Internal vs External communication: Within the organization vs. with external stakeholders

Formal vs Informal communication: Official vs. casual exchanges of information

Importance of Effective Communication

Enhances Productivity: Clear communication reduces errors and misunderstandings, leading to efficient work
processes

Builds Stronger Relationships: Open and transparent communication fosters trust and collaboration among
team members and with clients.

Facilitates Decision Making: Access to accurate and timely information helps leaders make informed decisions
swiftly.
Improves Organizational Culture: Effective communication promotes a positive work environment and employee
engagement.

Business Communication Barriers

 Verbal Communication

1. Inadequate knowledge/vocabulary: Lack of understanding or familiarity with the subject matter.

2. Differences in interpretation: Misunderstanding due to varied meanings of words.
3. Language differences: Variances in language nuances and expressions.
4. Inappropriate use of expressions: Use of slang, jargon, or ambiguous language.
 5. Over-abstraction and ambiguity: Lack of clarity due to abstract or vague terms.

 Barriers to Effective Business Communication: Non-Verbal

1. Inappropriate or conflicting signals: Mixed messages conveyed through body language, facial
expressions, etc.
2. Differences in perception: Varied interpretations based on individual backgrounds, experiences,
etc.
3. Inappropriate emotions: Emotions that hinder clear communication.
4. Environmental distractions: External factors (noise, surroundings) that disrupt communication.

 Overcoming Communication Barriers

Clear and Concise Messaging: Use simple language and avoid unnecessary complexity
Active Listening: Pay attention to verbal and non-verbal cues to understand the speaker's perspective
Feedback Mechanisms: Encourage open feedback to clarify misunderstandings and improve communication.
Training and Development Programs: Provide cultural sensitivity training and communication workshops for
employees.

 Strategies for Improving Communication in Business

Establishing Clear Communication Channels: Define protocols for sharing information within the organization.
Encouraging Open Communication: Foster a culture where employees feel comfortable sharing ideas and
concerns.
Using Technology Wisely: Utilize communication tools that enhance collaboration and productivity.
Conducting Regular Communication Audits: Assess communication effectiveness and identify areas for
improvement.

Effective communication is crucial for business success. Barriers such as physical, semantic, emotional,
and cultural factors can hinder communication. Strategies like clear messaging, active listening, and
cultural awareness can overcome these barriers.

Importance of Addressing Communication Challenges: Resolving communication barriers leads to

improved efficiency, teamwork, and organizational performance.

“Effective communication is the cornerstone of successful businesses, overcoming barriers and

fostering collaboration for sustainable growth.”

Non-Verbal Communication

Nonverbal messages expressed by means other than words.

 Importance: Often more spontaneous and impactful than verbal messages.

The Mehrabian Model

7%-38%-55% Rule:

 7% Verbal
 38% Vocal (Tone, Pitch, etc.)
 55% Nonverbal (Body Language)
 Types of Non-Verbal Communication

Body Language and Gestures

 Includes both intentional and unintentional movements

 Examples: Hand gestures, posture, facial expressions

Physical Appearance

 Reflects professionalism, personality, and cultural norms

 Examples: Clothing style, grooming, accessories

Types of Non-Verbal Communication

Voice
 Conveys emotions and attitudes.
 Examples: Tone, pitch, volume, pace.
Touch
 Communicates emotions and relationships.
 Example: Handshakes, hugs (context-dependent).
Space and Territory
 Proxemics: Personal space and spatial arrangements.
 Examples: Intimate distance, personal distance, social distance, public distance.
Time
 Chronemics: How time influences communication.
 Examples: Punctuality, response time, duration of interaction.

Importance of non-verbal cues in professional settings. Guidelines for effective communication:

 Dress code and grooming.

 Body language in meetings and presentations.
 Respect for personal space and boundaries.

Cultural Differences in Non-Verbal Communication

Diversity in non-verbal cues across cultures. Importance of understanding cultural context. Examples of
cultural differences in gestures, personal space, and attire.

 Non-verbal cues can be ambiguous and context-dependent

 Emphasis on authenticity and congruence between verbal and non-verbal messages
 Non-verbal communication plays a crucial role in building trust and rapport
 Continuous practice and awareness can enhance non-verbal communication skills

Importance of Feedback in Communication:

Successful communication depends on clear reception and understanding by the receiver. Feedback mechanisms
ensure message clarity and understanding. Challenges arise due to various barriers and noise in communication.
 Common Barriers to Effective Communication

Jargon- Over-complicated, technical language. May hinder understanding for those unfamiliar
Emotional Barriers and Taboos- Difficulty expressing emotions. Certain topics are sensitive or taboo.
Lack of Attention and Distractions- Lack of interest or relevance to the receiver. External distractions
affecting focus.
Differences in Perception- Varied viewpoints and interpretations. Misalignment in understanding.
Physical Disabilities- Hearing impairments or speech difficulties. Challenges in receiving verbal communication.
Language Differences-Difficulty with accents, vocabulary. Misinterpretation due to language barriers.
Expectations and Prejudices- Bias leading to false assumptions. Stereotyping affecting communication clarity.
Cultural Differences- Norms of social interaction vary. Diverse expressions of emotions. Impact on
understanding and interpretation.

Strategies to Overcome Communication Barriers

Simplify Language
Avoid jargon; use clear, simple language.
Active Listening
Pay attention; clarify understanding.
Empathy and Sensitivity
Understand emotional barriers; respect cultural differences.
Feedback Mechanisms
Confirm understanding; seek clarification.
Cultural Awareness
Learn about cultural norms; adapt communication style.
Open Communication
Encourage dialogue; create a supportive environment.
Use of Visual Aids
Supplement verbal communication with visuals.
Training and Education
Provide language and cultural competence training.
Flexibility and Adaptability
Adjust communication approach as needed.
Effective communication is essential for productivity, collaboration, and relationship-building.
Overcoming barriers improves clarity, reduces misunderstandings, and enhances trust. Creates a more inclusive
and supportive communication environment.

What are channels of communication? This refers to the various methods through which information is
exchanged between individuals or groups.

Channels of Communication

 Traditional Communication

1. Memo

2. Formal Meeting

3. Suggestion boxes

4. Plenary or large scale official briefings

5. Newsletter

6. Charts and Posters

 Current Approaches

1. Emails

2. Websites

3. MBWA (Management by walking around)

4. Closed-circuit telecast

5. Videotapes

6. Position Paper

7. Focus Groups

8. Instant messaging

9. Ombudsman/Ombudswoman

 Face-to-Face Communication- direct interaction between people, such as in-person conversations or

meetings.

 Written Communication- includes emails, letters, memos, and reports.

 Telephone and Audio Conferencing- verbal communication over the phone or through conference
calls.
 Video Conferencing- real-time visual communication using video technology.
 Instant Messaging and Chat- text-based communication via platforms like chat apps or workplace
messaging tools.
 Broadcast Media- communication through radio, television, or podcasts.
 Social Media- platforms like Facebook, Twitter, and Instagram for sharing information.
 Electronic Communication- includes emails, text messages, and other digital forms.

Factors to consider when deciding which communication channel to use:

 Audience and Reaction: Understand your audience and how they prefer to receive information.
 Time: Consider how quickly you need to convey the message.
 Complexity: Assess the complexity of the information being communicated.
 Record Keeping: Determine if a permanent record of the communication is necessary.
 Confidentiality: Evaluate the level of confidentiality required.
 Cost: Factor in the cost associated with the chosen channel.

Advantages Disadvantages
Channel
- Limited reach, requires scheduling, can be
Face-to-face - Builds rapport and trust
stressful for difficult conversations
- Asynchronous (read and - Can be impersonal, prone to
Email respond at convenience), creates misunderstandings due to lack of tone,
a record information overload
- Faster than email, allows for - Can be disruptive, no record unless
Phone calls
clarification recorded, not ideal for complex information
Video - Combines some benefits of face- - Requires technology access, potential for
conferencing to-face with convenience technical difficulties
- Quick and informal
Instant - Can be distracting, not suitable for
communication, good for short
messaging (IM) sensitive information, fleeting record
updates
- Limited control over message, potential
Social media - Broad reach, fosters community
for negativity, security concerns
Project
- Centralized communication for - Requires training, may not be suitable for
management
projects, easy file sharing all communication needs
tools

Forms of Business Communication

 Directions of Communication:
Formal Communication Network

 Upward Communication: This refers to messages flowing from lower levels (employees) to
higher levels (managers) in the organizational hierarchy
 Downward Communication: This refers to messages flowing from higher levels (managers) to
lower levels (employees).
 Horizontal Communication: This refers to messages flowing between colleagues or
departments on the same level within the organization.
 Cross-Channel Communication: This refers to messages flowing among colleagues in different
departments who are neither subordinate nor superior to one another.

Directions of Communication:
Informal Communication Network

 This is also called as grapevine.

 It transmits information through non-official channels within the organization .
 Example: coffee break, layoff rumors, interpersonal conflicts

What is written communication? Written communication involves any type of message that makes
use of the written word. Written communication is the most important and the most effective of
any mode of business communication.

IMPORTANT PARTS OF A LETTER:

 1. Heading/ Letter head - found in the upper most of the letter. It should include your company,
department, and address.
2. Dateline - contains the date that the message was sent
3. Inside Address - includes the recipient’s name, title, office or department, name of company/
institution (if there is).
4. Salutation - serves as the greeting of the letter.
5. Body - contains the message
6. Complimentary close - These are the words that end the letter
7. Signature Block - This is where you type your name (All caps), your organizational title or
profession below your name.

Other Parts of the letter: (these parts may not be present in all letters)
Attention Line: This helps the letter get to the right person quickly.
Subject Line: This tells the reader what the letter is about and helps them understand its purpose.
Enclosure Notation: This shows that there are extra papers or items included with the letter.
Copy Notation: This tells that a copy of the letter is also sent to another person.
Post Script (P.S.): This is an extra message added at the end of a letter. It was more important before
computers, but now it’s usually not needed in business letters.
Various Letter Formats:
 Block format
 Indented format
 Semi-block format