BC- Notes-DYPatil.docx

What is Business Communication ? **Communication** is neither the transmission of a message nor the message itself. It is the mutual exchange of understanding, originating with the receiver. Communication needs to be effective in business. Business communication involves constant flow of informatio...

What is Business Communication ? **Communication** is neither the transmission of a message nor the message itself. It is the mutual exchange of understanding, originating with the receiver. Communication needs to be effective in business. Business communication involves constant flow of information. Feedback is integral part of business communication. Business Communication can be of two types: 1. **[Oral Communication](https://www.managementstudyguide.com/oral-communication.htm) -** An oral communication can be formal or informal. Generally business communication is a formal means of communication, like : meetings, interviews, group discussion, speeches etc. An example of Informal business communication would be - Grapevine. 2. **[Written Communication](https://www.managementstudyguide.com/written-communication.htm) -** Written means of business communication includes - agenda, reports, manuals etc. Components of Communication Process =================================== Communication is a process of exchanging verbal and non verbal messages. It is a continuous process. Pre-requisite of communication is a message. This message must be conveyed through some medium to the recipient. It is essential that this message must be understood by the recipient in same terms as intended by the sender. He must respond within a time frame. Thus, communication is a two way process and is incomplete without a feedback from the recipient to the sender on how well the message is understood by him. ====================================================================================================================================================================================================================================================================================================================================================================================================================================================================================================================================== Components of Communication Process =================================== **Communication Process** The main **components of communication process** are as follows: 1. **Context -** Communication is affected by the context in which it takes place. This context may be physical, social, chronological or cultural. Every communication proceeds with context. The sender chooses the message to communicate within a context. 2. **Sender / Encoder -** Sender / Encoder is a person who sends the message. A sender makes use of symbols (words or graphic or visual aids) to convey the message and produce the required response. For instance - a training manager conducting training for new batch of employees. Sender may be an individual or a group or an organization. The views, background, approach, skills, competencies, and knowledge of the sender have a great impact on the message. The verbal and non verbal symbols chosen are essential in ascertaining interpretation of the message by the recipient in the same terms as intended by the sender. 3. **Message -** Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of recipient. Communication process begins with deciding about the message to be conveyed. It must be ensured that the main objective of the message is clear. 4. **Medium -** Medium is a means used to exchange / transmit the message. The sender must choose an appropriate medium for transmitting the message else the message might not be conveyed to the desired recipients. The choice of appropriate medium of communication is essential for making the message effective and correctly interpreted by the recipient. This choice of communication medium varies depending upon the features of communication. For instance - Written medium is chosen when a message has to be conveyed to a small group of people, while an oral medium is chosen when spontaneous feedback is required from the recipient as misunderstandings are cleared then and there. 5. **Recipient / Decoder -** Recipient / Decoder is a person for whom the message is intended / aimed / targeted. The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient, their responsiveness to the message, and the reliance of encoder on decoder. 6. **Feedback -** Feedback is the main component of communication process as it permits the sender to analyze the efficacy of the message. It helps the sender in confirming the correct interpretation of message by the decoder. Feedback may be verbal (through words) or non-verbal (in form of smiles, sighs, etc.). It may take written form also in form of memos, reports, etc. Oral Communication Oral communication implies communication through mouth. It includes individuals conversing with each other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all forms of oral communication. Oral communication is generally recommended when the communication matter is of temporary kind or where a direct interaction is required. Face to face communication (meetings, lectures, conferences, interviews, etc.) is significant so as to build a rapport and trust. Grapevine Communication (Informal Business Communication) ========================================================= Grapevine is an informal channel of business communication. It is called so because it stretches throughout the organization in all directions irrespective of the authority levels. Man as we know is a social animal. Despite existence of formal channels in an organization, the informal channels tend to develop when he interacts with other people in organization. It exists more at lower levels of organization. Grapevine generally develops due to various reasons. One of them is that when an organization is facing recession, the employees sense uncertainty. Also, at times employees do not have self-confidence due to which they form unions. Sometimes the managers show preferential treatment and favour some employees giving a segregated feeling to other employees. Thus, when employees sense a need to exchange their views, they go for grapevine network as they cannot use the formal channel of communication in that case. Generally during breaks in cafeteria,the subordinates talk about their superior's attitude and behaviour and exchange views with their peers. They discuss rumours about promotion and transfer of other employees. Thus, grapevine spreads like fire Communication Flows in an Organization In an organization, communication flows in 5 main directions- 1. Downward 2. Upward 3. Lateral 4. Diagonal 5. External 6. **Downward Flow of Communication:** Communication that flows from a higher level in an organization to a lower level is a downward communication. In other words, communication from superiors to subordinates in a chain of command is a downward communication. This communication flow is used by the managers to transmit work-related information to the employees at lower levels. Employees require this information for performing their jobs and for meeting the expectations of their managers. Downward communication is used by the managers for the following purposes - +-----------------------------------+-----------------------------------+ |  | | +===================================+===================================+ | Giving job instructions | | +-----------------------------------+-----------------------------------+ | https://www.managementstudyguide. | Providing a complete | | com/images/tick.gif | understanding of the employees | | | job as well as to communicate | | | them how their job is related to | | | other jobs in the organization. | +-----------------------------------+-----------------------------------+ |  | employees. | +-----------------------------------+-----------------------------------+ | https://www.managementstudyguide. | Highlighting the areas of | | com/images/tick.gif | attention. | +-----------------------------------+-----------------------------------+ | Organizational publications, | | | circulars, letter to employees, | | | group meetings etc are all | | | examples of downward | | | communication. In order to have | | | effective and error-free downward | | | communication, managers must: | | | | | | - Specify communication | | | objective | | | | | | - Ensure that the message is | | | accurate, specific and | | | unambiguous. | | | | | | - Utilize the best | | | communication technique to | | | convey the message to the | | | receiver in right form | | +-----------------------------------+-----------------------------------+ 1. **Upward Flow of Communication:** Communication that flows to a higher level in an organization is called upward communication. It provides feedback on how well the organization is functioning. The subordinates use upward communication to convey their problems and performances to their superiors. 1. **Lateral / Horizontal Communication:** Communication that takes place at same levels of hierarchy in an organization is called lateral communication, i.e., communication between peers, between managers at same levels or between any horizontally equivalent organizational member. The advantages of horizontal communication are as follows:  It is time saving. --------------------------------------------------------------------------- --------------------------------------------------------------------------------------------------------------------- https://www.managementstudyguide.com/images/tick.gif It facilitates co-ordination of the task.  It facilitates co-operation among team members. https://www.managementstudyguide.com/images/tick.gif It provides emotional and social assistance to the organizational members.  It helps in solving various organizational problems. https://www.managementstudyguide.com/images/tick.gif It is a means of information sharing  It can also be used for resolving conflicts of a department with other department or conflicts within a department. 2. **Diagonal Communication:** Communication that takes place between a manager and employees of other workgroups is called diagonal communication. It generally does not appear on organizational chart. For instance - To design a training module a training manager interacts with an Operations personnel to enquire about the way they perform their task. 3. **External Communication:** Communication that takes place between a manager and external groups such as - suppliers, vendors, banks, financial institutes etc. For instance - To raise capital the Managing director would interact with the Bank Manager. Internal and external communication are two types of communication that professionals frequently use in private and public sector workplaces. Internal communication is communication that takes place within an organisation, while external communication is communication that takes place outside of an organisation. Both types of communication are key to organisational success. In this article, we explore internal vs external communication, including the similarities and differences between these communication types and how to use them to benefit an organisation. Formal communication is an organisational system of sharing information with different positions through official channels, while informal communication occurs between employees outside an organisation\'s formal structure. Examples of formal communication are - business letters, reports, orders, etc. while examples of informal communication are face-to-face communication, telephonic conversations, etc. Generally, documentation happens for formal communication whereas no documentation happens for informal communication. **Informal communication** is casual communication between coworkers in the workplace. It is unofficial in nature and is based in the informal, social relationships that are formed in a workplace outside of the normal hierarchy of business structure. That is why informal business communication can take place between the CEO and an hourly worker. This type of communication is important in the workplace as it can help with employee morale and can encourage the feeling of belonging for the employees as well as a client or customer. **Types of Communication** -------------------------- ### 1. Formal Communication [Formal](https://www.toppr.com/guides/english/writing/formal-letters/) communications are the one that flows through the official channels designed in the organizational chart. It may take place between a superior and a subordinate, a subordinate and a superior or among the same cadre employees or managers. These communications can be oral or in writing and are generally recorded and filed in the office. Formal communication may be further classified as Vertical communication and Horizontal communication. #### Vertical Communication [Vertical Communications](https://www.toppr.com/guides/business-communication-and-ethics/intro-to-business-communication/effective-oral-communication/) as the name suggests flows vertically upwards or downwards through formal channels. Upward communication refers to the flow of communication from a subordinate to a superior whereas downward communication flows from a superior to a subordinate. Application for grant of leave, submission of a progress report, request for loans etc. are some of the examples of upward communication. Sending notice to employees to attend a meeting, delegating work to the subordinates, informing them about the company policies, etc. are some examples of downward communication. #### Horizontal Communication Horizontal or lateral communication takes place between one division and another. For example, a production manager may contact the finance manager to discuss the delivery of raw material or its purchase. ###  Informal Communication Any communication that takes place without following the formal channels of communication is said to be [informal](https://www.toppr.com/guides/english/writing/informal-letters/) communication. Informal communication is often referred to as the 'grapevine' as it spreads throughout the organization and in all directions without any regard to the levels of authority. Informal communication spreads rapidly, often gets distorted and it is very difficult to detect the source of such communication. It also leads to rumours which are not true. People's behaviour is often affected by rumours and informal discussions which sometimes may hamper the work environment. However, sometimes these channels may be helpful as they carry information rapidly and, therefore, may be useful to the manager at times. Informal channels are also used by the managers to transmit information in order to know the reactions of his/her subordinates. The 7 Cs of Communication are: - - - - - - - ### Clear (Clarity) Be clear about the goal of your message and the purpose of the message. Present one idea at a time making it easier for the recipient to understand. Don't leave them guessing what the message is about and having to fill in the gaps themselves. Set a goal or outcome for what you want to communicate and work towards that. ### Concise (Conciseness) Keep to the point and keep it short and simple. Don't use unnecessary words (use two words where one will do or 6 sentences when 3 will do). Don't repeat the same point in different ways. This will also make any communication more engaging and easier to understand. ### Concrete (Concreteness) Be clear, not fuzzy. Ensure there is enough detail to get the message across but not too much so that the recipient will be lost and that the message is factual. Adding too much 'noise' around your main points can mean these are missed. Make sure your main points and any conclusions are clear to the recipient. ### Correct (Correctness) Check the information you are providing is accurate and, in written communication, ensure it is free from grammatical and spelling errors. Check the technical parts of your content are understandable by the person receiving the information. Preparation will help here to make sure you can be sure about what you are communicating or a chance to read what you have written. ### Coherent Make sure your message flows well and is laid out logically. The points you make should all be linked to the main topic and should help you to deliver the objective you originally set out to achieve. Make sure the tone of the message is the same throughout. Consider using a structure for your communication to help here. ### Complete (Completeness) Ensure the recipient has everything they need to understand your message and take action if needed. If action is needed, ensure your message includes a 'call to action'. Also, ensure that any specific details are clear and included. Don't leave the recipient with lots of questions to ask. Think about how you will check for understanding. For example, you could ask [questions](https://www.revolutionlearning.co.uk/article/different-types-of-questions/) to check their understanding. ### Courteous (Courtesy) Your message should be polite, friendly, professional, open and honest. Think about your message from the recipient's point of view and you are empathetic towards their needs. This will help you to deliver the message in a way that's easy to understand and buy into. Verbal and Non-verbal Communication =================================== **Verbal and non-verbal communication** are two important forms of human interaction which are playing key roles in expressing messages, emotions, and thoughts. Verbal communication is the spoken or written words to express the information. Non-verbal communication includes body language, facial expressions, gestures, and visuals to communicate without using words. Both are fundamental ways of communication among human individuals for interaction used to express ideas. Verbal Communication -------------------- Verbal communication is the use of language in spoken or written form for the exchange of information, ideas, and emotions. It depends on words, syntax, grammar, and vocabulary for communication. Verbal communication can be direct or indirect, formal and informal, it may be different in tone and pitch which influences how the message is perceived. ### Characteristics of Verbal Communication 1. 1. 1. 1. 1. 1. 1. 1. 1. Non-Verbal Communication ------------------------ Non-verbal communication includes all types of communication without using words. It includes hand gestures, facial expressions, eye contact, body language and voice tone. Non-verbal communication can convey emotions stronger than words way. ### Characteristics of Non-verbal Communication 1. 1. 1. 1. 1. 1. 1. 1. 1. Types of body language and nonverbal communication -------------------------------------------------- The many different types of nonverbal communication or body language include: Facial expressions. The human face is extremely expressive, able to convey countless emotions without saying a word. And unlike some forms of nonverbal communication, facial expressions are universal. The facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures. Body movement and posture. Consider how your perceptions of people are affected by the way they sit, walk, stand, or hold their head. The way you move and carry yourself communicates a wealth of information to the world. This type of nonverbal communication includes your posture, bearing, stance, and the subtle movements you make. Gestures. Gestures are woven into the fabric of our daily lives. You may wave, point, beckon, or use your hands when arguing or speaking animatedly, often expressing yourself with gestures without thinking. However, the meaning of some gestures can be very different across cultures. While the "OK" sign made with the hand, for example, usually conveys a positive message in English-speaking countries, it's considered offensive in countries such as Germany, Russia, and Brazil. So, it's important to be careful of how you use gestures to avoid misinterpretation. Eye contact. Since the visual sense is dominant for most people, eye contact is an especially important type of nonverbal communication. The way you look at someone can communicate many things, including interest, affection, hostility, or attraction. Eye contact is also important in maintaining the flow of conversation and for gauging the other person's interest and response. Touch. We communicate a great deal through touch. Think about the very different messages given by a weak handshake, a warm bear hug, a patronizing pat on the head, or a controlling grip on the arm, for example. Space. Have you ever felt uncomfortable during a conversation because the other person was standing too close and invading your space? We all have a need for physical space, although that need differs depending on the culture, the situation, and the closeness of the relationship. You can use physical space to communicate many different nonverbal messages, including signals of intimacy and affection, aggression or dominance. Voice. It's not just what you say, it's *how* you say it. When you speak, other people "read" your voice in addition to listening to your words. Things they pay attention to include your timing and pace, how loud you speak, your tone and inflection, and sounds that convey understanding, such as "ahh" and "uh-huh." Think about how your tone of voice can indicate sarcasm, anger, affection, or confidence.