1
SUBJECT TITLE PAGE SUBJECT TITLE PAGE
1.1 Background .................................... 1 1.10 Functions of Business
1.2 Communication .............................. 1 Communication .............................. 14
1.3 Business Communication ............... 2 1.11 Importance of Communication ....... 16
1.4 Scope/ Fields of Communication 4 1.12 Communication Model ................... 18
1.5 Purposes/Objectives of Business 1.13 Types of Communication Model .... 19
Communication .............................. 6 1.14 Difference Between Communi-
1.6 Communication Process ................ 8 cation Process And Model ............. 23
1.7 Diagrammatical Presentation of 1.15 Barriers of Communication
Communication Process ................ 9 Process .......................................... 24
1.8 Essential Elements of 1.16 Remedies of Barriers of
Communication .............................. 10 Communication .............................. 27
1.9 General Principles of Effective
Communication/Feedback .............. 12 EXERCISE 30
1.1 BACKGROUND
Communication is one of the commonest things people do. It is like eating and breathing.
Everyone can do it, and everyone does it— the educated and the uneducated, the rich and the
poor, the young and the old— and all with reasonable success.
1.2 COMMUNICATION
Communis to Communication, The term communication is derived from the Latin word
"communis" or "communicare" which means to "make common". Thus, communication means to
make common the information, facts, thoughts and requirements. Communication, therefore, is
the exchange of thoughts, messages, information etc. by way of speech, signals or writing.
Communication is the way of exchanging thought or information in between two or more
persons or organizations.
Source Producer Distributor User
MonItoring and
correction
Way of exchanging thought or information in between two or more persons of organization
2 Business Communication
There are a number of definitions of the term communication.
1. Davis, "Communication is the process of passing information and understanding
from one person to another."
2. Brown, "Communication has been defined as the transfer of information from one
person to another."
3. Peter Little, "Communication is the process by which information is transmitted
between individuals and/or organisations so that an understanding response results”.
4. Newman and Summer , "Communication is an exchange of facts, ideas, opinion or
emotions by two or more persons”.
5. Jain Kushal, "It is a process through which two or more elements of a system
interact in order to achieve a desired outcome or goal”.
6. Monippally, "Communication is one of the commonest things people do. It is like
eating and breathing. Everyone can do it, and everyone does it— the educated and
the uneducated, the rich and the poor, the young and the old—and all with
reasonable success."
7. Koontz and O'Donell, "Communication has been defined as the transfer of
information from one person to another whether or not it elicits confidence."
It is clear from above definitions that there are four aspects of communication :
(i) A message which is to be communicated,
(ii) A sender who sends the message.
(iii) A receiver who receives the message,
(iv) A return response or feedback from the receiver.
A message which is to be communicated
Sender Receiver
A return response or feedback from the receiver
In fact, every aspect of life whether personal, social, political, business, religious, national or
international, involves with communication.
Word Meaning
Derive– cvIqv, DrcwË| Term– welq| Information– Z_¨| Requirement– cÖ‡qvRbxq e¯„|
Individual– ¯^Zš¿ e¨w³| Response– cÖwZwµqv| Opinion– gZ| Emotion– Av‡eM|
1.3 BUSINESS COMMUNICATION
Every business firm whether a sole proprietorship, partnership or company undertakes business
with the objective to earn profits. Business is an economic activity undertaken to procure man,
machine, material and money to produce goods and services with the objective to sell them to the
customers to earn profits. During the course of this process, a businessman consults sellers,
buyers, engineers or an accountant and other people, he collects information and also exchanges
facts. The specific communication undertaken by the business firm is known as business
communication. In fact, business communication is a special type of communication undertaken
to meet the needs of the organisation.
Introduction 3
Context for
communication
Culture
Culture
varries nationally
and across other
boundaries Business
Communication
Goals, analysis,
synthesis
implementation
Strategy
Strategy
competitive
advantage
Figure : Business Communication
Way of exchanging of thought or information connectedwith business activity in between two or
more persons or organization is known as business communication.
1. W. H. Meaning, "The exchange of ideas, news and views in connection with the
business among the related parties is called business communication."
2. William Scott, "Business communication is the transmission and accurate limitation
of ideas ensured by feedback for the purpose of accomplishing organizational goals."
3. Webster, "Business communication and encompasses all the definition provided by
letters, memos and reports are the primary froms for transmitting business
communication."
4. Brennan, "Business Communication is the expression, channeling, receiving and
interchanging of ideas in commerce and industry."
5. Haste, "Communication Occurred between two or more businessmen for organizing
and administering business efficiently is called business communication."
6. Sri Jain Kushal, "The specific communication undertaken by the business firm is
known as business communication. It is a special type of communication undertaken
to meet the needs of the organization."
7. Ricks and Gow, "Business is a system that affect change within the total
organization."
In short, We can define communication as a process in which two or more elements of a system
interact in order to achieve a desired outcome or goal.
It is clear from above definitions that there arc four aspects of communication :
(i) A message which is to be communicated,
(ii) A sender who sends the message.
(iii) A receiver who receives the message,
(iv) A return response or feedback from the receiver.
4 Business Communication
A business message which is to be communicated
Sender Receiver
A return response or feedback from the receiver
In fact, every aspect of life whether personal, social, political, business, religious, national or
international, involves communication. Thus, business communication is only a special type of
communication.
Word Meaning
Interact— ci¯ú‡ii Dci wµqv| Breathing— k¦vm-cÖk¦vm| Rich— abx, m¤ú`kvjx| Elicit—
†Kv‡bv wKQz †U‡b †ei Kiv| Reasonable— hyw³m¤§Z| Aspect— AwfgyL, w`K|
Sender— ‡cªiK| Feedback— djveZ©b| Undertaken— †Póv Kiv| Procure— we‡klfv‡e
cvIqv|
1.4 SCOPE/ FIELDS OF COMMUNICATION
All the activities of human beings are related with communication. From cradle to grave
communication is essential in our day today life. For this the Scope or field of communication is
two spared to explain. From different points of view the scope or field of communication are
explain here under.
1. In information sharing
2. In feedbacking
SCOPE/FIELDS OF BUSINESS COMMUNICATION
3. In controlling
4. In influencing
5. In problem-solving
6. In decission-making
7. In Facilitating change
8. In group building
9. In gate keeping
10. In individual, social and religious life
11. In state affair and international
12. In business, management, politics
Introduction 5
Figure : Scope of Communication
1. In information sharing : The main purpose of communication is to exchange information
from a source to another. Various types of information are transmitted in the organisation :
policies and rules, and changes and development in the organisation etc. The process of
exchanging information is called information sharing.
2. In Feedbacking : There is a need to give feedback to the employees on their achievements,
to their performance, and to the higher management on the fulfillment of goals; and,
difficulties encountered in the communication of feedback helps in taking corrective
measures and making necessary adjustments, and it motivates people in developing
challenging and realistic plans.
3. In Controlling : The management information system is well-known as a control
mechanism. Information is transmitted to ensure that plans are being carried out according
to the original design. Communication helps in ensuring such control.
4. In Influencing : Information is power. One purpose of communication is to influence people.
The manager communicates to create a good working environment, right attitudes, and
congenial working relationships. All these are examples of influencing.
5. In Problem-solving : In many cases communications aim at solving problems.
Communication between the management and the unions on some issues (negotiation) is
aimed at finding a solution. Many group meeting are hold to brainstorm alternative solutions
for a problem and to evolve a consensus.
6. In Decision-making : For arriving at a decision several kinds of communication arc needed,
e.g., exchange of information, views, and available alternatives etc., communication helps a
great deal in decision-making.
7. In Facilitating change : The effectiveness of a change introduced in an organisation
depends to a large extent on the clarity and spontaneity of the communication.
Communication between the managers and employees helps in recognising the difficulties in
the planned change, and in taking corrective action.
8. In Group building : Communication helps in building relationships. If communication breaks
down the group may disintegrate. Communication provides the necessary lubrication for the
proper functioning of a group,
9. In Gate keeping. Communication helps to build linkages of the organisation with the outside
world. The organisation can use its environment to increase its effectiveness.
10. In Individual, Social and Religious life : Communication plays a very vital role in
Individual, Social and Religious life. So communication is essential for every step in our day
today life.
11. In State affair and International relation : Communication helps to build relation in the field
of State affair and International relation.
12. In Business, Management and Politics : The exchange of information, views, and
available alternatives etc., communication helps a great deal in Business , Management and
Politics.
In fact, every aspect of life whether personal, social, political, business, religious, national or
international, involves communication. For this the Scope or field of communication is two spared
to explain.
Word Meaning
Cradle to grave— Rb¥ †_‡K g„Zz¨ ch©š—| Views— `„wócvZ Kiv| Accomplishing—
m¤úv`b Kiv| Consists— MwVZ nIqv| Unions— GKÎxKiY, wgjb| Interchange— wewbgq
6 Business Communication
Kiv| Expression— cÖKvk, Awfe¨w³| Achieve— AR©b Kiv| Spared— cÖ`k©b Kiv|
Response— mvov †`qv|
1.5 PURPOSES OBJECTIVES OF BUSINESS COMMUNICATION
he main and important objectives of communication is to achieve the predetermined goal and to
make both side(sender and receiver) understanding for the welfare of the organization. The
following are or objectives of business communication.
1. Conveying the right message : The main object of communication is to convey the right
message to the right person, i.e., to the person for whom it is meant. The message
conveyed should be well understood and accepted by the receiver in the right perspective. In
other words, it should carry the same meaning which has been conveyed so that it may be
translated into action effectively.
2. Information Exchange : Information Exchange is one of the main object of communication.
It may be compared with alpha of the plough in communication system.
3. Co-ordination of effort : Communication is an effective tool for coordinating the activities of
different persons engaged in running a business. Co-ordination without communication is a
remote possibility. The individuals or groups come to know what others are doing and what
is expected from them only through communication.
1. Conveying the right message
PURPOSE/OBJETIVES OF BUSINESS COMMUNICATION
2. Information exchange
3. Coordination of effort
4. Motivating employees
5. Good industrial relations
6. Giving advice
7. Being conservative about future
8. Development of managerial skills
9. Good direction to the subbordiantes
10. Skills development of employees
11. Reminder, warning and notice
12. Good counseling
13. Develop coordinationa cooperation
14. Developing
15. Reporting
16. Planning
17. Persuading and soliciting suggestion
18. Effectiveness of policies
Figure : Objectives of Communication
Introduction 7
4. Motivating Employees : One of the main object of communication is to motivate employees
to achieve the predetermined goal and to make both side (sender and receiver)
understanding for the welfare of the organization.
5. Good industrial relations : Communication develops good industrial relations as it conveys
the feelings, ideas, opinions and viewpoints of one party to the other party. The two parties—
the management and the subordinates come closer through communication. They
understand each other and dispel any misunderstanding. Thus, it promotes cooperation and
good industrial relations.
6. Giving Advice : Giving Advice is one of the main object of communication. It may be
compared with railway signal in communication system.
7. Being Conservative about Future : For any change in future plan, following the doctrine of
conservatism, Communication is essential. So it is also an important objective of business
communication to aware about the future plans.
8. Development of managerial skills : Communication helps managers to understand human
behavior at work. Communication of facts, ideas, opinions, information, feelings etc., add
value to the knowledge of managers about various happenings, in the organisation and
behavior of people. Thus, communication is a process of learning.
9. Good Direction to the Subordinates : In downward communication the director or officers
of superior post give direction to their subordinates to run them in proper way for the benefit
of the company. So good direction to the subordinates is also an important objective of
business communication.
10. Skills Development of Employees : Another essential objective of good communication is
to train the employees by vocational learning for the betterment of the organisation and
employees of that organisation.
11. Reminder, Warning and Notice : Some times the director or officers of superior post give
reminder, warning and notice to their subordinates to run them in proper way or to rectify
them for the benefit of the company. So proper reminder, warning and notice plays a vital
role in communication.
12. Good Counselling : Good counseling or advice plays a very vital role in communication. So
one of the main object of communication is to counseling employees to achieve the
predetermined goal for the welfare of the organization.
13. Develop Coordination and Cooperation : Coordination and cooperation among various
departments of an organisation is essential. So it is also an important objective of business
communication to develop good coordination and cooperation among various departments
of an organisation for the welfare of the organization.
14. Development of Moral Habit : Development of moral habit is an important objective of
communication. Moral habit may can work for the seck of the organisation or even for the
sake of his country or nation.
15. Reporting : Report plays a very crucial role in the organisation. Without good
communicational knowledge it is not possible to prepare good report. Wrong or bad report is
the barrier to fulfill the goal. Therefore reporting is also an better objectives of good
communication.
8 Business Communication
16. Planning : Planning is the foremost important stage for the development and growth of an
organisation. For this good communication is essential. Planning plays a very vital role in the
organisation. The main object of communication is to convey the right planning.
17. Persuading and Soliciting Suggestion : Persuading and Soliciting Suggestion plays a
very crucial role in the organisation. Without good communicational knowledge it is not
possible to prepare good report. Wrong or bad report is the barrier to fulfill the goal.
Therefore reporting is also an better objectives of good communication.
18. Effectiveness of policies : The organisation formulates policies and programmers to guide
the workforce. These should be conveyed properly to those who are really responsible for
the execution of work to achieve the organisational objectives. Only effective communication
can translate the policies into action. Effectiveness of the policies can be judged from the
success which surely depends upon an effective communication system.
In fact, every aspect of life whether personal, social, political, business, religious, national or
international, involves communication. For this the purpose or the objectives of communication is
two spared to explain.
Word Meaning
Policy– bxwZ| Information– Z_¨| Sharing– †Kv‡bv wKQz wewbgq Kiv| Performance–
Kvh© m¤úv`b| Difficult– KwVb| Measure– cwigvc Kiv| Realistic– ev¯—em¤§Z|
Carried out– enb K‡i †bqv| Attitude– †`nfw½| Congenial– m`„k¨| Influence– cÖfve|
Negotiation– Avjvc-Av‡jvPbv| Evolve– weKwkZ Kiv|
Arriving– Mš—‡e¨ †cŠQv‡bv| Effective– Kvh©Ki| Extent– cÖmvwiZ Kiv| Clarity–
¯úófv‡e cÖKvk| Spontaneity– ¯^Ztù‚Z©| Recognize– kbv³ Kiv| Digintegrate– bvbv
As‡k wefw³| Convey– enb Kiv| Dispel– `~i Kiv| Doctrine– gZev`| Aware– m‡PZb|
Fact– NUbv| Downward– wbgœMvgx| Subordinate– mn‡hvMx Kgx©| Coordination–
mgš^q| Cooperation– mn‡hvwMZv| Crucial– AZ¨š— ¸i“Z¡c~Y©| Persuad– †evSv‡bv|
Solicit– Aby‡iva Kiv|
1.6 COMMUNICATION PROCESS
Communication is a process of sending and receiving verbal and non-verbal messages.
Communication is considered effective when it achieves the desired reaction or response from
die receiver. Simply stated, communication is a two way process of exchanging ideas or
information.
DEFINITION
The process of communication consist' of several components. These components are
interrelated to form the model of communication. In fact, the communication model explains the
interrelationship between several components which constitute the process of communication.
The process of communication is shown below :
Introduction 9
1. Mr. Kreitner, "Communication process is a chain made-up of identifiable links. The
chain includes sender, encoding, message, decoding and feedback."
2. Bovee and associates, "An analysis of various components in the communication
-
process can help managers become aware of where communication break down can
occur."
3. Mr. Singh and Mr. Amrik, "Communication has been defined as a process implies a
time dimension as well as a space dimension in which action unfolds in a
continuously changing progression towards some goal."
4. Mr. Griffin, "The process of communication begins when one person (the sender)
wants to transmit a fact, idea, opinion or other information to someone else (the
receiver)."
5. Mr. Kushal, "Communication is a process of transmitting and receiving verbal and
non-verbal messages."
6. R.K.Singla, "Communication has been defined as a continuous process in which the
exchange of ideas and information takes place among different persons."
Communication is a two way process of exchanging ideas or information. The process of
communication consist' of several components. These components are interrelated to form the
model of communication.
Word Meaning
Reaction– cÖwZwµqv| Consist– MwVZ nIqv| Interrelationship– ci¯úi ev cvi¯úwiK
m¤^Ü| Component– Dcv`vb| Implic– m~wPZ ev Bw½Z Kiv| Dimension– ˆ`N©¨, cÖ¯‟,
†ea ev D”PZv| Toward– Awfgy‡L| Decoding– cybtmvRv‡bv| Encoding– †cÖiY‡hvM¨
Kiv|
1.7 DIAGRAMMATICAL PRESENTATION OF COMMUNICATION PROCESS
Communication is a two way process of exchanging ideas or information. The process of
communication consist' of several components. These components are interrelated to form the
model of communication.
Communication is a process of sending and receiving verbal and non-verbal messages.
Communication is considered effective when it achieves the desired reaction or response from
receiver. Simply stated, communication is a two way process of exchanging ideas or information.
The process of communication consists of several components. These components are
interrelated to form the model of communication.
Message
Encoding Decoding
Media
Sender Communication
Ideas Receiver Ideas
process
Feedback Encoding
Decoding
10 Business Communication
Figure : Communication Process
In fact, the communication model explains the interrelationship between several components
which constitute the process of communication. Communication can be described as the process
of transmitting information and meaning. This process is used when there is something that the
sender wants the receiver to know, understand, or act upon. Implied in this definition is the ability
to listen, as no meaningful message can be conveyed without a willing listener. The complex
nature of the communication process must be understood if it is to be effective and meaningful.
We can appreciate the communication process best if we break it down into various steps, and
illustrate them in a diagram as in the following figure. We must bear in mind, however, that any
attempt to illustrate the sequence of communication between two individuals is necessarily an
oversimplification the steps in a communication episode are interactive, they do not occur in
sequential order.
So communication is a process of exchanging ideas or information. The process of
communication consist' of several components which are interrelated to form the model of
communication.
Word Meaning
Describe– eY©bv Kiv| Consist– aviYv Kiv| State– eY©bv Kiv| Component– Dcv`vb|
Constitute– ¯‟vcb Kiv| Convey– enb K‡i wb‡q hvIqv|
1.8 ESSENTIAL ELEMENTS OF COMMUNICATION
C ommunication is a two way process of exchanging ideas or information. The process of
communication consist' of several elements. These elements are interrelated to form the model of
communication.
Kreitner, "Communication process is a chain made-up of identifiable links. The chain includes
sender, encoding, message, decoding and feedback."
Communication is effective when a concise and clear message is delivered well, received
successfully and understood fully. The process of communication has the following distinct
components :
Idea
Sender
Message
Communication
Encoding
Medium and Channel
Receiver
Decoding
Introduction 11
Figure : Elements of Communication
1. Idea : Idea is the simplification and abstraction of reality filtered through the individual mind.
Every message whether oral or written begins with an idea. Every idea refers to some
context. Context is a broad field that includes external and internal events. Every business
organisation has its own convention for processing and communicating information.
2. Sender : Person sending the message is called sender. The process of communication
begins when an idea occurs in his mind. The sender wants to send that idea to another
person or organisation to achieve some objective. The sender may be an individual, a group
or an organisation. The sender must have a clear picture in his mind about what he wants to
communicate.
3. Message : The idea, emotion or opinion transmitted by the sender is called message.
Message is an idea transformed into words. The message can be expressed in different
ways depending on the subject, purpose. audience, personal style and cultural background
of the sender.
4. Encoding : The method by which a message is expressed is called encoding. Message
arises in the mind in the form of an idea. That idea is transmitted by the sender to the
receiver in the form of words, symbols. pictures, day to day language, etc.
5. Medium and Channel : The method and means by which a message is transmitted by a
sender to the receiver are called medium and channel respectively. For instance, letter is a
medium and postal or courier service a channel. If a message is communicated by
telephone, then oral message is a medium and telephone a channel. Thus, there is a
difference between medium and channel.
6. Receiver : The receiver of the communication is a person or a group or an organisation that
receives the message. He is the destination of the message. In its absence, the process of
communication is incomplete. He may be a listener or a reader or a viewer of the message.
He not only receives the messages but also understands what is implied in it. He is a
decoder who having understood the spirit of the message responds to it or gives necessary
feedback.
7. Decoding : Decoding is a mental process by which the receiver draws meanings, from the
words, symbols or pictures of the message. Receiver docs decoding or understands it. That
is the reason he is called decoder also. If the receiver understands the meanings of the
words or the symbols correctly, then his decoding is perfect.
12 Business Communication
8. Feedback : Feedback is receiver's response of the message. It is the final link in the
communication process. Feedback tells the source how the receiver has interpreted each
message. The message, which conveys lack of understanding, is known as negative
message, and on the other hand, the message that has understood by the receiver is known
as positive message. The effective communication is always sensitive to feedback and
constantly modifies his or her message as a result of the feedback received. Communication
is a process of exchanging ideas or information. The process of communication consists of
several elements which are interrelated to form the model of communication.
Word Meaning
Sequence– avivevwnK| Filter–cwi‡kvwaZ| Feedback– djveZ©b| Decod– mvs‡KwZK
fvlv n‡Z mvaviY fvlvq Abyev` Kiv| Receiver's– MÖnYKvix| Symbols– cÖZxK|
Abstraction– wb®‹vkb| Imply– Bw½Z| Interrelated– Avš—tm¤úKx©q| Convention–
m‡¤§jb| Destination–Mš—e¨|
1.9 GENERAL PRINCIPLES OF EFFECTIVE COMMUNICATION
As effective communication is essential for efficient management, every executive should
ensure effective communication in the organisation. An effective system of communication should
be developed so that there is a smooth (low of information and ideas both upward and downward
the chain of command. A good communication system must satisfy the following requirements or
principles.
1. Clarity of message : Clarity of communication will overcome several barriers to
communication, e.g. badly expressed messages, faulty translations etc. Good planning
should consider the attitudes and goals of those who will be affected by the communication.
The words and language used in the message must be simple and known to the receiver.
Every message must be directed to a purpose and a person.
2. Specific Purposes : Before communicating it is required to obtain information, initiate
action, or change someone's attitude? Make sure you set your language, tone and overall
approach to serve your specific purpose.
1. Clarity of message
2. Specific purpose
PURPOSE/OBJETIVES OF BUSINESS COMMUNICATION
3. Timeliness
4. Consultative
5. Mindful
6. Opportunity
7. Attention
8. Feedback
9. Communicate for tomorrow
10. Actions supportive communication
11. Understanding
12. Completeness
13. Integrity
14. Stratigic usage
15. Brevity
16. Consistency
Introduction 13
Figure : Principles of Communication
3. Timeliness : It is required to make sure that the timing is right and that you are aware of the
total setting in which you are communicating.
4. Consultative : If necessary, consult with others and develop facts before communicating.
This will lend additional insight and help implement the initial planning of your message.
5. Mindful : While you communicate, of the overtones as well as the basic content of your
message. Make sure you are aware of your tone of voice, your facial expressions, and your
body expressions. Don't let these minor factors influence the reactions of your listeners.
6. Opportunity : Take into consideration die interests and needs of the listeners. People arc
more responsive when they are learning about something that will be beneficial to them.
7. Attention : The receiver must pay full attention to the message in order to understand it
properly. He should listen carefully and should concentrate on it. This will avoid loss in
transmission and poor retention.
8. Feedback : It should be remembered that communication is a two-way process. The
communicator must make an attempt to find out the reaction or response of the receiver.
Feedback enables the communicator to know whether he is properly understood by the
receiver.
9. Communicate for Tomorrow : Communication must meet the demands of the immediate
situation, and past situations, but it is also very important lo focus on the future. Long-range
interests and goals should be targeted as well.
10. Actions Supportive Communication : Practice what you preach! Don't let your actions or
attitudes contradict your words, or the listener will discount what you have just said.
11. Understanding : Listening is an important, difficult, and neglected skill of communication.
To be a good listener, you must not only listen to what the person is saying, but also to his or
her unspoken words. In order to communicate effectively.
12. Completeness : The message to be communicated must be complete and adequate.
Inadequate or incomplete message creates delays action and spoils mutual relations.
13. Integrity : All communications must be formed and transmitted in such a way as to support
the integrity of the formal organisation. The message must be consistent with the objectives,
policies and programmers of the enterprise.
14 Business Communication
14. Strategic Usage : Managers should employ the informal organisation to supplement and
strengthen formal channels of communication. Informal organisation can be used to correct
misinformation and to transmit information not appropriate for formal communication.
15. Brevity : All communication should be brief and to the point. Messages are spoilt with
meaningless, unnecessary words and an overload of information.
16. Consistency : The message must always be consistent with the objectives and policies of
the organisation. It should support the chain of command and should not be contradictory to
the earlier messages.
17. Economy : The cost of communication should be kept reasonable without sacrificing the
efficiency of communication. This can be done by avoiding unnecessary transmissions. The
lines of communication must be as direct and short as possible.
18. Human Factor : While sending messages the human relationships should be kept in view.
The sender must understand the world of the receiver.
The principles of effective communication can also be presented in the form of following seven
C's i.e., Completeness, Conciseness, Consideration, Concreteness, Clarity, Courtesy and
Correctness. Some authors have also suggested that besides above mentioned seven C's, an
effective communication should also satisfy 4 S's i.e., Shortness, Simplicity, Strength and
Sincerity.
Word Meaning
Interpreted– e¨vL¨v Kiv| Accomplishment– m¤úv`b Kiv| Across– Avov-Avwo ev Gcvi
Icvi| Lend– avi †`qv| Insight– Aš—`„wó| Implement– ev¯—evqb| Facial-expression–
gy‡Li fw½| Intluence– cÖfvweZ Kiv| Opportunity– my‡hvM| Value– g~j¨| Benificial–
myweav MÖnYKvix| Carefully– hZœ mnKv‡i| Adequate– ch©vß, h‡_ó| Delay–
wej¤^| Spoil– bó n‡q hvIqv| Integrity– mvejxjZv|
1.10 FUNCTIONS OF BUSINESS COMMUNICATION
In today's complex business world, businesses depend on each other in the production and
distribution of goods and services. On the other hand business are trying to increase job
satisfaction, safety, productivity and profits and decreases absenteeism, grievances and turnover.
So functions of business communication is vast and spread. In any business, two main functions
of business communication arc as under. A. Internal Functions, B. External Functions
A. Internal Functions : Alt the communication that occurs in conducting work within a business
is called internal function. It helps increase job satisfaction, safety, productivity and profits
and decreases absenteeism, grievances and turnover. Main internal functions of business
communication arc as under :
Functions of Business Communication
Internal External Other
Functions Functions Functions
Information to Information to Improvement in
managment employee moral
Include only Avoid To create
Eliminate wordy relevant needless Report to goodwill for
expressions material repetition government the business
Introduction 15
1. Information to Management : Business communication makes available to the
management relevant information, facts, etc It is on die basis of this information and
facts that the management takes those decisions which are helpful to growth and
progress.
2. Information to Employee : Business communication makes available to the
employees relevant information. How a particular task is to be performed, what is
required to accomplish it. how the employees will be rewarded on completion of the
task, etc. arc important information that can be obtained through business
communication.
3. Improvement in Morale : By providing detailed information regarding all tasks and
individual issues to employees, business communication helps improve their morale.
Morale of an employee improves only when he is made to feel an integral part of the
business. Business communication performs this function very efficiency. In short,
internal communication helps increase job-satisfaction, safety. productivity and profits
and at the same time, it decreases absenteeism. grievances and inefficiency.
B. External Functions : The work-related communicating that a business does with people
and groups outside die business is called external function. Every business is dependent on
outside people and groups for its success. And because the success of a business depends
on its ability to satisfy customer's need, it must communicate effectively with its customers.
In today's complex business world, businesses depend on each other in the production and
distribution of goods and services.
1. Eliminate Wordy Expressions : Some of the guidelines to be followed to write wordy
expressions in a concise manner without changing the meaning arc :
(i) Use single words instead of phrases
(ii) Omit unnecessary details
(iii) Omit 'which’ and 'that' clauses whenever possible
(iv) Limit use of passive voice. For example, instead of using a wordy expression like
'due to the fact that', the word 'because' may be used.
16 Business Communication
2. Include only Relevant Material : An effective concise message should omit irrelevant
statements, long introductions, unnecessary explanations, excessive adjectives and
prepositions.
3. Avoid Needless Repetition : Words and sentences should not be repeated in the
communication, external communication 'is vital’ to business success.
4. Report to Government : Business communication is also used to render necessary
reports to the government and to render various returns as per requirement of existing
law.
5. To Create Goodwill for the Business : Every business survives and progresses on its
goodwill. Business communication performs an important function to create and
maintain goodwill for the business.
Other Functions :
1. Establishing Relations : Business communication establishes relations with outside
suppliers.
2. Sale of Goods and Services : A business approaches the prospective customer
equipped with information regarding his product, importance, quality, etc. all through
business communication.
3. Report to Owner-Shareholder : Shareholders are die owners of the business and so
must be kept informed about each and every information of die business. This function
is performed efficiently by business communication.
So every business is dependent on outside and inside people and groups for its success. The
work-related communicating that a business does with people and groups is called functions of
business communication.
Word Meaning
Unnecessary– AcÖ‡qvRbxq| Bnevity– msw¶ß| Doubt– m‡›`n| Concese– msw¶ß|
Spoil– A_©nxb| Rumour– ¸Re| Futile– AKvh©Ki| Response– mvov| Contradictory–
wei“×| Clarity– cwi¯‹vi| Relevant– m¤úK©hy³| Provide– mieivn Kiv| Productivity–
Drcv`bkxjZv| Absentecism– Abycw¯‟wZZv| Grievance– ΓwU|
1.11 IMPORTANCE OF COMMUNICATION
Communication is an important requirement of every business. A businessman participates in
the process of communication in many ways. For instance, he informs the consumers about his
product, he makes the employees understand their Job, he motivates them to do the work, or
collects information about the progress of business, etc In short, communication covers every
field of business, be it finance or sale or personnel.
A. Internal Communication :
1. Basis of Coordination : Coordination is essential for working in the organisation.
There should have a mutual understanding regarding the goals of the organisation and
they should know the means with the help of which these goals can be accomplished.
They should also have the knowledge about the relationship of their activities. This is
possible only with the help of effective communication.
Introduction 17
2. Smooth Working : Communication begins with the thought of establishing an
enterprise and continues till the closure of it all the decisions taken. In the organisation
and all the activities being earned on there in depend on communication. No activity is
completed without the help of communication.
3. Decision Making : In the absence of communication it is not possible for the higher
management to take any decisions. Before taking any decision many sorts of
information has to be collected on the basis of which an idea is given the final shape.
Information connected with the decision making can be obtained only with the help of
communication.
4. Managerial Efficiency : Communication is absolutely necessary in order lo perform
managerial functions quickly and in an orderly manner. It is through the medium of
communication that the managers pass on the information about the objectives laid
down, issue directions, divide work and control the activities of the subordinate
employees.
5. Promotes peace : Upward communication helps the subordinates In presenting their
complaints, suggestions and reactions to the managerial class. In this way, both the
categories get an opportunity to put forward their view point through the medium of
communication and consequently. It promotes cooperation and helps industrial peace
to grow.
[
1. Basis of Coordination
2. Smooth Working
IMPORTANCE OF COMMUNICATION
3. Decision Making
4. Increases Efficiency
5. Promotes Peace
6. Effective Leadership
7. Boosts Morale
8. Growth of Business
9. Extremly Complex
10. Promotes a Spriti of Understanding
11. Government agencies & departments
12. To Distributors, retailers, individual customers
6. Effective Leadership : In order to become an efficient leader, a manager must
possess the knowledge of the art of communication. In other words, in the absence of
18 Business Communication
the knowledge of effective communication, it is futile to think of leadership. A manager
can become an efficient leader by improving the art of communication.
7. Boosts Morale : Motivated employees with high morale play an important role in the
success of the organisation. Effective communication helps in boosting the morale of
the employees and motivates them. For example, if the employees are made partners
in the process of decision-making, it will give them an identity of their own in the
organisation. In such a situation they will definitely be motivated and their morale will be
at the highest level.
8. Growth of Business : Large business houses have a number of branches within the
country and even abroad. Some of the multinational corporations are no smaller than
huge empires. The central organisation of a large business house is its nerve centre.
9. Extremly Complex : This being an age of specialisation, planning, production, sales,
stores, advertising, financing, accounts, welfare, etc., are handled by different
departments. If these departments do not communicate with one another as well as
with the management, there will be no coordination among them. This may give rise to
some awkward and embarrassing situations for the management.
10. Promoters a Spirits of understanding : If there exists effective communication
between the management and the employees, it helps to bring about an atmosphere of
mutual trust and confidence. The management gets better returns; the employees get
job satisfaction. They also develop a sense of belonging and loyalty to the enterprise.
B. External Communication : External communication includes communication with the
government agencies and departments on the one hand and distributors, retailers, individual
customers and general public on the other.
11. Government agencies and departments : Business organisations are required to
deal with licensing authorities, foreign trade offices, customs authorities, banks and
other financial institutions, income-tax and sales-tax offices, post offices, transporters,
etc. Quite frequently they find themselves in formidable and tricky situations that can be
handled only through tactful negotiation and negotiation is nothing but communication,
12. To Distributors, retailers, individual customers : Modern business is a highly
competitive phenomenon. Each product of common consumption is available in myriads
of brands, not all of which sell equally well. Marketing research has revealed that the
organisations that can communicate better can also sell better. Sales are promoted
through persuasion and persuasion is another aspect of communication.
In conciliation we can say that the above mentioned facts make it clear that an effective
communication is the key to the success of an organisation.
Word Meaning
Repetition– evi evi NUv| Quantity– cwigvY| Consumer– †fv³v| Hindrance– avav|
Decesion– wm×vš— †bqv| Awk-word– †egvbvb| Coordination– mgš^q| Sort– cÖKvi|
Implement– cÖ‡qvM| Acquaint– cwiwPZ Kiv‡bv| Inactive– AKvh©Ki| Existance–
Ae¯‟vb| Consequently– avivevwnKfv‡e| Morale– ˆbwZK| Awkward– wek„•Ljv|
1.12 COMMUNICATION MODEL
Introduction 19
Communication model is the pictorial representation of communication process. There have
been four stages in the development of Communication Models : Action, Interaction, Transaction
and Convergence. There are two types of communication models : Linear and Non-Linear. These
can be presented in various forms such as Symbolic Model, Physical Models, Mental Models,
Verbal Models, Iconic Models, Analog Models and Mathematical Models.
Feedback
Thoug Encodi Transmissi Receptio Decodin Understan
ht ng on of n g ding
Sender Message Receiver
Noise
1. W. R. Tracey, "Communication model is a representation of a process and not any
separate system rather a simple way to represent the various objects oriented
elements."
2. Kushal & Ahuja, "One way to understand the principles and processes that define
the nature of communication is through modeling. Models are descriptive tools meant
to approximate things."
3. Snowdon, Churchill and Frecon, "The communication model dictates that the
sender and receiver processors cannot engage in multiple message transmissions
simultaneously."
4. Kent, Williams, "The communication model of a network management architecture
defines concepts for the exchange of management information among the
participants."
5. West & Turner, "To farther understand the interpersonal communication process
and to provide more Information about the evolution of the communication field, we
draw upon what theorists call models of communication."
Communication is an important requirement of every business. Communication model to
understand the principles and processes that define the nature of communication .
Word Meaning
Raw-material– KuvPvgvj| Spend– LiP Kiv| Extremly– AZ¨š—| Atmosphere– we‡klfv‡e|
1.13 TYPES OF COMMUNICATION MODEL
Communication model is the pictorial representation of communication process. There have
been four stages in the development of Communication Models : Action, Interaction, Transaction
and Convergence. There are two types of communication models : Linear and Non-Linear. These
20 Business Communication
can be presented in various forms such as Symbolic Model, Physical Models, Mental Models,
Verbal Models, Iconic Models, Analog Models and Mathematical Models.
MODEL
Mental Model Symbolic Model Physical Model
Mathematical Verbal Iconic Analog
Model Model Model Model
One way to understand the principles and processes that define the nature of communication is
through modeling. Models are descriptive tools meant to approximate things. Different scholars
have put forward different models of communication, main among them are as under.
1. General Model : The general model of communication includes the basic elements of
communication i.e. communicator, encoder, a message, a transmission medium, a decoder,
a receiver, feedback, and noise.
Feedback
Thoug Encodi Transmissi Receptio Decodin Understan
ht ng on of n g ding
Sender Message Receiver
Nose
Figure : Communication Model
(i) Sender-planner : This is title planning of the communication process.
(ii) Encoding : It involves selecting the medium through which to communicate the
planned message.
(iii) Message and Medium : Someone transmits a message with varying degrees of
understanding by the Reception of the message : This simply involves the physical
reception of the message; hearing, seeing, feeling, sensing and so on.
Introduction 21
(iv) Decoding and response : Decoding is the receiver's interpretation of the message.
Decoding is a mental process by which the receiver draws meanings, from the words,
symbols or pictures of the message.
(v) Feedback : Feedback is receiver's response to the message. Feedback is the final link
in the communication process.
2. Shannon-Weaver Model : In the year 1949 Mr. Shannon and Mr. Weaver propounded a
mathematical model of communication. This model particularly explains electronic
communication. They attempted to do two things :
(i) Reduce the communication process and
(ii) Discuss problems that could be handled with the model.
It is a simple linear model which is easily understood. The model can be shown as
follows :
Information Noise
Source Transmitter Source Receiver Destination
Message Signal Signal Message
Received
(i) Information Source : It is the beginning of the communication process.
(ii) Transmitter : The sender of the message in an encoded form is known as transmitter.
(iii) Message : It is the information passing between, the sender and the receiver in the
communication process.
(v) Noise Source : This model recognizes the potential of noise in distorting the message.
(v) Receiver : He is the person to whom the information is sent. He decodes the
information.
(vi) Destination : It is the end of the communication process.
3. Murphy's Model : Murphy's model of communication process isn’t it! propounded by three
writers i.e., H. A. Murphy, H. W. Hildbrandt and J. P. Thomas.
CONTEXT
Stimuli
Receiver-Encoder Receiver-Encoder
(expences, attitudes, Message (expences, attitudes,
skills) skills)
Receptor mechanisms Receptor mechanisms
Perception Medium Perception
Decoding Verbal, Non-verbal Decoding
Ideo interpretation Ideo interpretation
Feedback
Verbal, Non-verbal
22 Business Communication
According to this model, there are six components of communication process. They
are :
(i) Context : Every message whether oral or written begins with context. Context is a
broad field that includes country, culture, organisation and external and internal cause
of action. This action is the basis of encoding ideas.
(il) Sender-Encoder : The sender-encoder uses symbols, usually words, that express the
message and create the desired response.
(iii) Message : The message is the core idea the sender wishes to communicate. It
consists of both verbal (written or spoken) symbols and non-verbal (unspoken)
symbols.
(iv) Medium : The medium is the channel through which a message is communicated. It
can be printed word, electronic mail, sound or gestures.
(v) Receiver-Decoder : The receiver or listener or reader is the person who receives the
message and decodes it. He is also called the decoder.
(vi) Feedback : Feedback can be oral or written. It can be an action such as receiving in
the mail an item you ordered. Sender needs feedback in order to determine the success
or failure of the communication.
In short, the model described above represents what happens in communication. A context
exists in which a sender chooses a message to communicate. The sender must also choose
the medium for the message. A receiver decodes the message and provides feedback.
4. Thill and Bovee Model : Mr. Thill and Mr. Bovee have developed the following model of
communication. According to them, bussiness communication is more than a single act. It is
chain of events consisting of five phases linking sender and receiver.
(Message)
(Physical)
(Idea Sender) (Receiver)
(Transmission)
(Feedback)
(i) Idea : The sender has an idea. In the process the idea in the mind of the sender is a
simplification of the real world.
(ii) Idea becomes a Message : The idea in the sender's mind is transformed into words
and thus becomes a message.
(iii) The message is transmitted : The third step in the communication process is physical
transmission of the message from sender to receiver.
(iv) The receiver gets the message : For communication to occur, the receiver has to get
the message..
Introduction 23
(v) The receiver sends Feedback : The receiver reacts and sends feedback to the
sender. Feedback is a key element in the communication process..
5. Berio's S-M-C-R Model : David Berlo' SMCR (Source-Message-Channel-Receiver) Model
(1960) proposes that there are five elements within both the source/encoder and the
receiver/decoder which will affect fidelity. The role of the relationship between the source
and the receiver as an important variable in the communication process.
SOURCE MESSAGE CHANNEL RECEIVER
Comm, skills Elements Structure Seeing Comm, skills
Knowledge Hearing Knowledge
T T
Social System R N Toucing Social System
Content
Culture E E Smelling Culture
A M
Attitudes T Taste Attitudes
6. Lealkr, Petitt and Flatley Model : Mr. Lesikar, Mr. Petitt and Mr. Flatley have propounded a
psychological model of communication in their book "Business Communication''. According
to them, the real world, we live in, is full of symbols and stimuli. Of these, we feel only a few
with our sense organs, i.e. eyes, ears, nose, tongue and skin. Communication is the result of
those symbols and senses which act as stimulus. Our sense organs feel them and react
accordingly.
(i) A message sent : A message sent by Marci arrives in Kevin and Sensory world. By
sensory world we mean all that surrounds a person that the senses (sight, hearing,
smell, taste, touch) can detect.
(ii) Detection by the Senses : Kevin's senses pick up the message. It may also pick up
other competing information from the sensory world. A sensory world contains outside
noises. These noises might interfere with Marci's message.
Marci's Marci's Kavin's Kavin's
Real Sensory Filteration Filteration
World
Sensory
World Process World Process
Feedback
Verbal Non-verbal
(iii) The Filtering Process : Marci's message is filtered through Kevin's mind and is given a
meaning. The filtering process means that Marci's message is separated from other
noises.
(iv) Formation and Sending of Response : The meaning given to Marci's message may
cause a response from Kevin's mind. This response is a message communicated to
Marci in verbal or non-verbal form.
24 Business Communication
(v) The Cycle Repeated : Several sounds are produced along with actual communication.
These are called noises. Receiver ignores these noises and picks up the message with
his sense. Different people have different pick-up power. It depends upon several
factors like their knowledge, emotions, experiences, mental alertness and intelligence.
Communication is an important requirement of every business. Communication model to
understand the principles and processes that define the nature of communication . In short,
business communication is a complex process that involves ideas, sender-encoder, message,
medium, receiver-decoder and feedback, which can easily explain by these models.
Word Meaning
Attempt– cÖ‡Póv| Potential– m¤¢ve¨| Recognize– mbv³ Kiv| Represent– cybivq Rgv
†`qv| Exists– we`¨gvb _vKv| Provide– h_vh_ cÖ¯„wZ MÖnY Kiv| Consist– MwVZ
nIqv| Simplification– mijxKiY| Propound– we‡ePbv ev cÖ¯—ve Kiv| Stimulus–
DÏxcK| Tools– †KŠkj| Decoder– A_© D×viKvix| Encoder– A_©‡evaK K‡i †h mvRvq|
Source– hv †_‡K Drcbœ nq| Destination– Mš—e¨| Symbol– ms‡KZ|
1.14 DIFFERENCE BETWEEN COMMUNICATION PROCESS & COMMUNICATION MODEL
Communication process and communication model are co-related. When process of
communication is represented by diagram it is called communication model. So communication
model is the shadow of communication process. is represented by diagram. Though these two
terms are similar in nature yet there many difference between communication process and
communication model.
DIFFERENCE
Basis of Communication Process Communication Model
difference
1. Definition Communication process is a chain Communication model is the pictorial
made-up of identifiable links. representation of communication
process.
2. Media Media like verbal or nonverbal, Media like picture or other visual
written or oral etc are used. diagram are used.
3. Nature It is theoretical in nature. Pictorial in nature.
4. Heard ness It is herd to understand. It is easy to understand.
5. Complexity It is a complex and complicated It makes the communication easy.
process.
6. Presentation It is presented in different It is presented in chart and diagram .
paragraph.
7. Continuity It is a process which ends with It is a continuous process.
feedback.
8. Center of It has only one decision center. It contains several decision centers.
Decision
9. Time It wets time. It saves time.
10. Knowledge Not essential to use expert in Expert with sound knowledge is
Introduction 25
process communication . essential to prepare a good
communication model.
11. Scope It has vast scope. Scope is limited.
12. Phases It has 6 to 8 phases. It has no phases.
13. Elements Elements are limited. Elements are not limited.
Communication is an important requirement of every business. Communication model to
understand the principles and processes that define the nature of communication. In short,
business communication is a complex process that involves ideas, sender-encoder, message,
medium, receiver-decoder and feedback, which can easily explain by these models.
1.15 BARRIERS OF COMMUNICATION PROCESS
Barriers to effective communication are the obstacles which create confusion, misunder-
standing and may even lead to breakdown of the communication process. The major barriers to
effective communication are given below :
BARRIERS OF COMMUNICATION
1. Semantic 2. Organizational 3. Personal 4. Emotional of 5. Physical
or Language Barriers Barriers Perceptional Barriers
Barriers Barriers
1. Semantic or Language Barriers : Semantic is the study of words or their meanings. The
semantic barriers are those barriers which are related to language. The chief semantic or
language related barriers are as under :
(i) Wrongly Expressed Message : Because of the obscurity of language there is always
a possibility of wrong interpretation of the messages. This barrier is created because of
the wrong choice of words, uncivil words, the wrong sequence of sentences and
frequent repetitions. When the reader or listener draws different meaning of a word than
the writer or the speaker, there arises a barrier.
(ii) Faulty Translation : A manager receives much information from his superiors and
subordinates and he translates it for the concerned employees according to their level
of understanding. Hence, the information has to be molded according to the
understanding of the receiver. If there is little carelessness in this process, the faulty
translation can be a barrier in the communication.
(iii) Unclarified Assumptions : It has been observed that sometimes a sender takes it for
granted that the receiver knows some basic things and therefore, it is enough to tell him
about the major subject matter. This point of view of the sender is correct to some
extent with reference to the daily communication, but it is absolutely wrong in case of
some special message. Special messages should be made absolutely clear otherwise
there is a possibility of some wrong action in the absence of clarification.
26 Business Communication
(iv) Use of Technical Language : Some people like engineers, quality controllers, etc. do
technical work. They have their separate technical language. Their communication is
not so simple as to be understood by everybody. Hence, technical language can be a
barrier to communication. These technical groups include industrial engineers, product
managers, quality controllers and laboratory technicians etc.
2. Organizational Barrier : Organizational structure greatly affects the capability of the
employees so far as communication is concerned. Some major organizational hindrances in
the way of communication are as under :
(i) Organizational Policies : Organizational policies determine the relationship among all
the persons working in the enterprise. For example, it can be the policy of the
organisation that communication will be in the written form. If this message can be
expressed in a few word, it will take little time. If the message is transmitted in writing it
takes some time. Consequently, work gets delayed.
(ii) Organizational Rules : Organizational rules become barriers in communication by
determining the subject-matter, medium, etc., of communication. Annoyed by the
definite rules, the senders hesitate to send some of the messages.
(iii) Stains Relationship : In an organisation, all the employees are divided into many
categories on the basis of their level. This formal division acts as a barrier in
communication especially when the communication moves from the bottom to the top of
the organisation.
(iv) Complexity in Organizational Structure : More number of managerial levels in an
organisation results in delay in communication and information gets changed before it
reaches the receiver. In other words, negative things or criticisms are concealed. Thus,
more the number of managerial levels in an organisation, more ineffective the
communication becomes.
(v) Organizational Facilities : Organizational facilities mean making available sufficient
stationery, telephone, translator, computers etc. Where these facilities are lacking in an
organisation, communication will not be timely, clear and in accordance with necessity.
In the absence of these facilities frequent communication may not be possible.
3. Personal Barriers : There arc some barriers which are directly connected with the sender
and the receiver. They are called personal barriers. From the point of view of convenience
they have been divided into two parts :
(a) Barriers Related to Superiors : These barriers are as follows,
(i) Attitude of Superiors : The attitude of top level superiors directly affects the flow
of communication. If the attitude of superiors toward communication is unfavorable
or they give no importance to communication, then it will be a barrier.
(ii) Fear of Position : Everybody desires to occupy a high office in an organisation. In
this hope, officers try to conceal their weaknesses by not communicating their
ideas.
(iii) Insistence on Proper Channel : The top level superiors remain connected
through communication with a view to getting their authority implemented. They do
not like any irregularity in communication, when sometimes it is not possible to
Introduction 27
follow the proper channel of communication, particularly when the work has got to
be done quickly.
(iv) Shortage of Time : The top level superiors feel that they are overburdened wide
excessive work and because of this they do not pay much attention to
communication.
(v) Lack of Attention : Sometimes top level superiors do not pay adequate attention
to the importance and utility of communication. As a result, the flow of
communication gets hindered. Consequently, work performance gets delayed and
the enterprise has lo face much inconvenience.
(b) Barriers Related lo Subordinates : Subordinates related barriers are as under,
(i) Unwillingness to Communicate : Sometimes the subordinates do not want to
send any information to their superiors. When the subordinates feel that the
information is of negative nature and will adversely affect them, an effort is made
to conceal that information. If it becomes imperative to send this information, it is
sent in a modified or amended form. Thus, the subordinates, by not stating the
facts, become a hindrance in communication.
(ii) Lack of Proper Incentive : Lack of incentives to the subordinates creates a
hindrance in communication. This is because of the fact that their suggestions or
ideas are not given any importance. If the superiors ignore the subordinates, they
become indifferent towards any exchange of ideas in future.
4. Emotional or Perceptional Barriers : The importance of communication depends on the
mental condition of both the parties. A mentally disturbed party can be a hindrance in
communication. Following are the emotional barriers in the way of the communication :
(i) Premature Evaluation : Sometimes the receiver of information tries to dig out
meanings without much thinking at the time of receiving or even before receiving
information, which can be wrong. This type of evaluation is a hindrance in the exchange
of information and the enthusiasm of the sender gets dampened.
(ii) Emotional Attitude : Some people are emotional by nature and lose their mental
balance quickly and easily. If a superior happens to get agitated quickly, his
communication, howsoever authentic it may be, remains ineffective. Similarly, if a
receiver of the message is mentally upset or disturbed he will not be able to draw the
desired inference out if it unfavorable meaning in it.
(iii) Poor Retention of Information : Poor retention of information means that with every
transfer of information its reality gets reduced. According to an estimate, in oral
communication there is a loss of 30% in every transfer of information. This is because
of our carelessness. Hence, transfer of information being not in its actual reality is a big
hindrance in communication.
5. Physical Barriers : Physical barriers are those barriers which are caused due to the Faulty
physical conditions. These barriers cause a lot of noise. These include insufficiently
insulated rooms from outside noises such as those of traffic filtering through, poor lighting, a
typewriter clattering away in a nearby office and such like things as frequent movement of
28 Business Communication
body posture, fiddling with a pen in the hand or even the arrival of coffee at a critical stage of
an on going communication.
Word Meaning
Obstacles– evav| Obscurity– A¯úó| Sequence– Abyµg| Observe– gb‡hvM mnKv‡i
†`Lv| Consequent– AbyMvgx| Criticisms– mgv‡jvPbv| Particular– j¶Yxq| Adequate–
m‡š—vlRbK| Stain– †bvsiv|
1.16 REMIDIES OF BARRIER OF COMMUNICATION
It is essential to remove barriers in the way of communication keeping in view the importance of
communication in a business organisation. If these barriers are not removed, the enterprise will
be deprived of the advantages of communication. Although complete communication (hindrance-
free communication) is not possible, yet efforts should be made to remove these barriers to a
large extent so that perfect communication can be established. Following steps arc worth taking
for the removal of barriers to communication :
1. Think About Purpose and Audience : The first step is to define goal in communicating.
You must create a bridge of words that leads listeners or readers from their current position
to your point. Before you can do this, of course, you have to know something about their
current position.
2. Tell the Audience What You Expect : After you have defined your readers' or listeners'
needs, you can launch them on their journey towards intended destination. As they travel,
you must be their guide, providing them with a map of the territory they will cover. Tell them
at the outset what they can expect to gain from the trip. Let them know the purpose of the
message (thus helping them recognize the relationship among the ideas you hope to
convey), and tell them what main points they will encounter on the way (so that they can
organize them into a rational framework). Even if you do not want to reveal controversial
ideas at the beginning of the message, you can still give receivers a preview of the topics
you plan to cover.
3. Use of Easy Language : The language used in the communication should be simple,
understandable and of the level of the receiver. The best way to do this is to balance the
general concepts with specific illustrations. At the beginning, state the overall idea; then
develop that idea by using vivid, concrete examples. The most memorable words are the
ones that create a picture in die receiver's mind by describing colors, objects, scents, sounds
and tastes. Specific details can also be very vivid.
1. Think About Purpose and Audience
Remidies of Barrier of Communication
2. Tell the Audience What you Expect
3. Use of Easy Language
4. Stick to the Point
5. Connect New Information to Existing Ideas
6. Emphasize and Review Key Points
7. Minimize Noise
8. Physically Appealing Written Document
9. Eliminate Environmental Competition
10. Facilitate Feedback
Introduction 29
4. Stick to the Point : You can also help your audience by eliminating any information that
does not directly contribute to your purpose. Many business messages contain too much
material. But most receivers do not need everything. All they need are a few pertinent facts,
enough information to answer their questions or facilitate their decisions by eliminating
unnecessary ideas, you focus the other person's thoughts on those few points that really
matter.
5. Connect New Information to Existing Ideas : By showing the audience how new ideas
relate to familiar ones, you increase the likelihood in it your message will be understood
correctly. The meaning of the new concept is clarified by its relationship to the old. The
receiver already has a wealth of information on the subject; all she or he has to do is apply it
to the new idea.
Most of us approach anything unfamiliar with caution. When we discover that it is similar to
something familiar, we become more confident. We accept this new idea and work on it
more carefully.
6. Emphasize and Review Key Points : Call attention is the most important points of the
message. You can do this with your words, your format and your body language.
Underscore key points by calling attention to them visually. Use headlines, body type, and
intended lists to emphasize major ideas. Re-enforce the text of your message by using
charts, graphs, maps, diagrams and illustrations. If you are delivering the message orally,
use your body and voice to highlight important concepts.
7. Minimize Noise : To the extent possible, you should try to eliminate potential sources of
interference that stand between you and your audience. The key to getting through to the
receiver often lies in the choice of communication channels and media. You should choose
the method that will most likely attract the receiver's attention and enable him or her to
concentrate on the message.
8. Physically Appealing Written Document : A written document seems the best choice, try
to make it physically appealing and easy to comprehend. Use an attractive, convenient
format and pay attention to such details as the choice of paper and quality of type. If
possible, deliver the document when you know the reader will have time to study it.
9. Eliminate Environmental Competition : If the message is to be delivered orally try to
minimize environmental difficulties. The location should be comfortable and quiet with
sufficient lighting and good sound system. Your own personality should be attractive to the
audience to influence them. The more people who interfere in your message, the greater are
the chances of its getting distorted. Thus, oral messages should have least interference on
the part of the people.
30 Business Communication
10. Facilitate Feedback : Give the receiver a chance to provide feedback. But one of the things
making business communication difficult is the complexity of the feedback loop. If you are
talking face-to-face with other person, feedback is immediate and clear.
In short, business communication is especially prone to misunderstandings because the message
is complex, conditions are difficult and psychological or social differences often separate the
sender and receiver. To overcome communication barriers, think about your audience, let them
know what to expect, use vivid language, stick to the point that connects new ideas to familiar
ones, emphasize and review key points, minimize noise, and provide opportunities for feedback.
A look at the table given hereunder will facilitate undertanding of the various barriers
through a simple format.
Sender Oriented Barriers
Barrier Effects Remedies
Badly expressed message Loss in impact Think prior to speaking or writing
Loss in transmission Inefective grasp of message Remove physical noise
Semantic problem Misunderstood or not understood Use simple language
statement
Over/under comunication Grouping for the right message Make the quantum of communication
just right
"I attitude" Lack of collaborative effort Minimise use of 'I'
Prejudices Biased communication Formulate message with an open mind
Receiver Oriented Barriers
Barrier Effects Reedies
Poor retention Difficulty in remembering details Don't leave to memory, it down
points
Inattentive listening Partial grasp of topic Listen attentively and keep an
open mind
Tendency to evaluate Distancing from the speaker Delay evaluation, understand
fully and then react
Differences in interests & Lack of interest in what is being said Listen carefully and find an area
attitudes of interest
Conflicting information Mental turbulence Check relizbility and validity
Differing status/position/self Superior attitude Listen to ideas they may be
experience helpful
Mental block Resistance to change Be open to changes
Introduction 31
Refutations and arguments Lack of provision of correct feedback Enter into healthy discussions
Word Meaning
Consequently– AbyMvgx, AbyeZx©| Inconvenience– weo¤^bv, Amyweav| Lack–
NvUwZhy³ nIqv| Hindrance– evav, e¨vNvZ| Toward– Awfgy‡L| Enthusiasm– cÖj
Drmvn| Dampened– wbf©i| Insufficient– Ach©vß, AcÖPzi| Insulate– `~‡i ivLv|
Convay– wbivcËv| Controversial– weZKx©Z| Framework– KvVv‡gv| Audience– `k©K|
Intended– D‡Ïk¨| Emphasis– ¸i“Z¡ cÖ`vb| Potential– m¤¢ve¨| Distore– weK…Z Kiv|
Complexity– RwUjZv|
EXERCISE
1. What do you mean by communication? [ Ans. 1.2 ] [N.U.B.B.S.(Hons) 95,96, 97, 2001, 2004]
2. What is Business communication? [ Ans. 1.3 ] [N.U.B.Com (Hons) 96, 2000, 2004, 2005]
3. Discuss the scope of Communication.
Or, Describe the Field of Communication. [ Ans. 1.4 ]
4. What are the purposes of business communication? [ Ans. 1.5 ]
Or, Describe the objectives of business communication. [N.U.B.B.S.(Hons)96,99,2001,2005]
5. Explain the principles of Communication. [ Ans. 1.9 ]
Or, Briefly discuss some of the important principles of communication.
[N.U.B.B.S.(Hons)94,98,2000,2006]
6. Describe the functions of Communication. [ Ans. 1.10 ]
Or, Briefly discuss the, functions of Communication. [N.U.B.Com(Hons)95,2004]
7. Discuss the importance of Communication in business.
Or, Identify the importance of communication in business.
Or, Describe the importance of communication. [N.U.B.B.S.(Hons)95,97,2005]
[ Ans. 1.11 ]
8. What is meant by Effective communication? [N.U.B.B.S.(Hons)2001,2006]
[ Ans. 1.2 ]
9. Describe the essential conditions of an effective communication.
Or, What are the essential qualities of effective communication?
Or, Discuss the requirements of effective Communication. [N.U.B.B.S.(Hons)94,97,2004]
[ Ans. 1.8 ]
10. Discuss the importance of Communication in the field of management.
Or; How management is related with communication? [N.U.B.B.S. (Hons) 2001]
[ Ans. 1.11 ]
11. Explain how communication can increase the efficiency of management.
32 Business Communication
Or, "Communication helps to increase the efficiency of Management" – Discuss.
[ Ans. 1.11 ] [N.U.B.B.S.(Hons) 96, 2000, 2006]
12. What is communication Environment?
Or, Discuss the essential factors/conditions of communication environment.
Or, What do you mean by Communication Process?
Or, Show the process of communication diagrammatically. [N.U.B.B.S. (Hons) 95, 2000]
[ Ans. 1.7 ]
13. What are the essential elements of Communication process? [ Ans. 1.8 ]
Or, Discuss the essential factors of communication process. [N.U.B.B.S. (Hons) 98, 2000]
14. Discuss the various types of communication process. [ Ans. 1.7 ]
15. What is Feedback? [ Ans. 1.8(8) ] [N.U.B.B.S. (Hons) 97, 2000]
16. Describe the basic principles of effective feedback. [ Ans. 1.9 ]
Or, What are the principles of effective feedback? [N.U.B.B.S. (Hons) 96, 99, 2000]
17. Is feedback essential for completeness of communication process?
Or, Why feedback is necessary for completion of the communication process? [ Ans. 1.9 ]
Or, Do you think that feedback is an inevitable component in the communication process?
[N.U.B.B.S. (Hons) 97, 2000]
18. What is meant by communication model? [ Ans. 1.12 ] [N.U.B.B.S. (Hons) 99, 2006]
19. Give brief description of various types of communication model. [ Ans. 1.13 ]
Or, Discuss the communication models in briefly.
Or, Briefly describe the type of communication model. [N.U.B. Com (Hons) 99, 2006]
20. Discuss the importance of communication Model. [ Ans. 1.11 ]
21. Discuss the basic functions of communication Model. [ Ans. 1.10 ]
22. Discuss the Limitations of Communication Model. [ Ans. 1.15 ]
23. State the differences between communication process and communication model.
Or, Distinguish between communication Model and communication Process. [ Ans. 1.14 ]
[N.U.B.B.S. (Hons) 97, 2006]
24. What do you mean by two-way Communication? [ Ans. 1.2 ] [N.U.B.B.S. (Hons) 96]
25. Discuss the importance of two-way Communication. [ Ans. 1.11 ]
Or, Discuss the reasons for placing much importance on two-way communication.
26. What is meant by barriers to communication? [ Ans. 1.15 ]
27. Discuss the different barriers to communication. [ Ans. 1.15 ]
Or, What are the barriers to effective commmunication? [N.U.B.B.S. (Hons) 99, 2001]
28. Suggest some guidlines for overcoming communication barriers.
Or, Discuss the various ways of improving communication.
Or, What management can do to improve communication? [N.U.B.B.S. (Hons) 99, 2001]
[ Ans. 1.16 ]
29. Describe the barriers to effective communication in business enterprises of Bangladesh.
Introduction 33
Or, What are the barriers to effective communication in the business enterprises of
Bangladesh? [ Ans. 1.15 ] [N.U.B.B.S. (Hons) 96, 2000]
30. Suggest measures to overcome the barriers to communication in the business organization
of Bangladesh. [ Ans. 1.16 ]
Or, Analyse the steps for establishing effective communication in business enterprise of
Bangladesh. [N.U.B.B.S. (Hons) 96, 2000]