Business Communication Notes PDF

BBA-1 / BCOM-1 / BCA-1 UNIT-1: Introduction  Theory of Communication  Types and Modes of Communication UNIT-2 : Language of Communication  Verbal and Non-Verbal  Spoken and Written  Barriers and Strategies  Intra-personal, Inter-personal and Group Communication U...

BBA-1 / BCOM-1 / BCA-1 UNIT-1: Introduction  Theory of Communication  Types and Modes of Communication UNIT-2 : Language of Communication  Verbal and Non-Verbal  Spoken and Written  Barriers and Strategies  Intra-personal, Inter-personal and Group Communication UNIT-3: Reading and Understanding  Close Reading  Comprehension  Summary Paraphrasing  Analysis and Interpretation  Translation (Hindi/Punjabi to English and vice versa) OR Precis Writing (INTL Students)  Literary/Knowledge Tests UNIT-4: Writing Skills  Documenting  Report Writing  Making Notes  Letter Writing 1|P ag e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 PRACTICAL LABORATORY  Interactive Practical Lab on Oral Communication UNIT-1 What is Communication? Communication styles change from person to person. During the process of communication, a person may invoke several channels or modes or methods to convey a message. But, the process of communication doesn’t only depend on the source producing or relaying information. It also equally depends on the communication method and the manner in which the receiver understands the message. Let us first understand the method by which we communicate. 2|P ag e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 Communication begins at a given point. The first step is the generation of information. The second step is to put this information or data into a medium for transmission towards the intended audience. Three Simple Definitions Communication means sharing of information Communication is the giving and receiving of messages Communication is the transfer of information from one or more people to one or more other people. Definition of Communication: Communication can broadly be defined as exchange of ideas, messages and information between two or more persons, through a medium, in a manner that the sender and the receiver understand the message, I.E., develop common understanding of the message. The word communication is derived from the Latin word ‘communicare’, which means to share, impart, participate, exchange, transmit or to make common. It emphasises on sharing common information, ideas and messages. It is not merely issuing orders and instructions. “Communication is the transfer of information from a sender to a receiver, with the information being understood by the receiver”. — Koontz and Weihrich “Communication is the art of developing and attaining understanding between people. It is the process of exchanging information and feelings 3|P ag e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 between two or more people and it is essential to effective management.” — Terry and Franklin “Communication is the sum of all things one person does when he wants to create understanding in the mind of another. It is a bridge of meaning. It involves a systematic and continuous process of telling, listening and understanding.” — Allen Louis “Communication is the process by which people attempt to share meaning via the transmission of symbolic messages.” — Stoner and Wankel  COMMUNICATIONS PROCESS Communications is a continuous process which mainly involves three elements viz. sender, message, and receiver. The elements involved in the communication process are: 4|P ag e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 1. Sender: The sender or the communicator generates the message and conveys it to the receiver. He is the source and the one who starts the communication. 2. Message: It is the idea, information, view, fact, feeling, etc. that is generated by the sender and is then intended to be communicated further. 5|P ag e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 3. Encoding: The message generated by the sender is encoded symbolically such as in the form of words, pictures, gestures, etc. before it is being conveyed. 4. Media: It is the manner in which the encoded message is transmitted. The message may be transmitted orally or in writing. The medium of communication includes telephone, internet, post, fax, e-mail, etc. The choice of medium is decided by the sender. 5. Noise: It refers to any obstruction that is caused by the sender, message or receiver during the process of communication. For example, bad telephone connection, faulty encoding, faulty decoding, inattentive receiver, poor understanding of message due to prejudice or inappropriate gestures, etc. 6. Receiver: He is the person who is last in the chain and for whom the message was sent by the sender. Once the receiver receives the message and understands it in proper perspective and acts according to the message, only then the purpose of communication is successful. 7. Decoding: It is the process of converting the symbols encoded by the sender. After decoding the message is received by the receiver. 8. Feedback: Once the receiver confirms to the sender that he has received the message and understood it, the process of communication is complete. 6|P ag e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1  IMPORTANCE OF COMMUNICATION 1. The Basis of Co-ordination: The manager explains to the employees the organizational goals, modes of their achievement and also the interpersonal relationships amongst them. This provides coordination between various employees and also departments. Thus, communications act as a basis for coordination in the organization. 2. Fluent Working: A manager coordinates the human and physical elements of an organization to run it smoothly and efficiently. This coordination is not possible without proper communication. 3. The Basis of Decision Making: Proper communication provides the information to the manager that is useful for the decision making. No decisions could be taken in the absence of information. Thus, communication is the basis of taking right decisions 4. Increases Managerial Efficiency: The manager conveys the targets and issues instructions and allocates jobs to the subordinates. All these aspects involve communication. Thus, communication is essential for the quick and effective performance of the managers and the entire organization. 5. Increases Cooperation and Organizational Peace: The two-way communication process promotes co-operation and mutual understanding amongst the workers and also between them and the management. This leads to less friction and thus leads to industrial peace in the factory and efficient operations. 6. Boosts Morale of the Employees: Good communication helps the workers to adjust to the physical and social aspect of work. It also 7|P ag e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 improves good human relations in the industry. An efficient system of communication enables the management to motivate, influence and satisfies the subordinates who in turn boost their morale and keeps them motivated.  Theory and/or Models of Communication in Business there is no single communication model that contains all the elements of a specific communication situation. The communication theorists (Specialists) have developed different communication models till date. Some of the important communication models are discussed below:  Aristotle’s persuasion Model  Newcomb’s Inter-Personal Communication Model  Hoveland’s Persuasion Model  Thayer’s Organizational Communication Model  Shanon and Weaver’s Informational Theory Model  Collin and Guetzkowr’s Group Communication Model  Circular Model of Communication  Interactional Model of Communication  Berlo’s S-M-C-R model  Modern Model of Communication The above mentioned communication models are elaborately discussed in the following pages in successive way. 8|P ag e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 Types / Models of Communication Aristotle’s Persuasion Model: The Business Communication model produced by Greek Philosopher Aristotle is popularly known as the “Aristotle’s Persuasion Model”. According to him, “When any political leader or a teacher delivers his speech in gathering and in class-room respectively, their style of speech is included in persuasion model”. The model is shown below: In this model, three elements of Business Communication Process have been detected. There is no scope of responding by the receiver and his role is neglected here. This model is considered as a one sided Business Communication Model. Newcomb’s Inter-Personal Communication Model: This is one of the simplest models of Business Communication. In this model, there are three parties to effective the Communication Process. According to Newcomb, “There might be a third party between the sender and the receiver and that third party can manipulate the Communication Process.” The model is shown below: 9|P ag e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 In the figure, there are three parties X, Y and Z and if any two parties want to communicate with each other, they must depend on the third party and the third party can influence the Business Communication Process. This communication Model does not present all the elements of Business Communication Process, even the sender and the receiver are not identified here. Hoveland’s Persuasion Model: This Model is almost same as the Aristotle’s Persuasion Model but this basic deference between them is that in this model the audience stays in a certain place and hears the speech and the feedback of the audience’s response is returned to the speaker. The model is shown below: 10 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 Thayer’s organizational Communication Model: This model creates a link between personal Business Communication and organizational structure. In his model, Thayer has shown that the attempt to accomplish any task through personal communication greatly influences the process of organizational communication. The model is shown below: Thayer has mentioned four levels in this Business Communication Model, such as-intra-personal or individual, interpersonal, organizational and technological. This model also shows how a person’s does communication functions in organizational level. The behavior of sender and receiver can be influenced by four elements biological, psychological, social and 11 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 technological. Actually, this model shows how communication process is affected by a person in organizational atmosphere. Shanon and Weaver’s Information Theory Model: also called Modern Communication Model. This model shows that the communication process begins from the brain of the sender. The sender moulds his thought, concept or ideas into message and sends to the receiver. Then the message goes to the receiver through certain media and his brain receives it. After the message being perceived, the reaction of the receiver is sent back to the source of the message (Sender). The model also includes a transmitter that converts the message info perceivable signal. The whole process can be interrupted by noise. The model is shown below: This Model is one of the most comprehensive models of communication as it includes feedback and it is very close to the modern model of Business Communication. Collin and Guetzkowr’s Group Communication Model: This model analyzes the decision making process or communication in small and big or 12 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 large groups. The group communication is almost same as organizational communication. The model is shown below: From the figure, it is clear that the above three boxes indicate sources of problem, group behavior and reward of work environment and the three boxes below indicate sources of pubic behavior, interpersonal behavior and interpersonal reward. In every group communication, this process is active and environmental barriers in workplace and interpersonal environmental barriers largely impact on the group communication behavior. Circular Model of Communication: In real sense Business Communication is a Two Way Process where the sender sends the message to the receiver and after receiving the message, the receiver sends feedback to the sender. The success of Business Communication Process largely depends on the reaction or response or feedback of the receiver. The circular model of communication emphasizes on the feedback system of communication. The model is presented below: 13 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 The circular model of Business Communication is an important communication model where greater importance has been given on the feedback of the receiver which is vitally important for effective Two Way Communication. Interactional Model of Communication: Tubbs and Moss have developed the interactional model of Business Communication. This model shows the communication process as an exchange process of message between the parties. The model is shown below: The figure shows that person X (Sender) sends a message to person Y (Receiver). Y becomes the sender when he sends response to X, who 14 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 becomes the receiver this time. This process will be continued until the desired result of the parties is achieved. This is Two Way Business Communication Model. Berlo’s S-M-C-R Model: The S-M-C-R model of Business Communication was developed by David K. Berlo in 1960. Where S stands for source, M for message, C for Channel and R for receiver. The model is shown below: The model shows that the source (Sender) transmits the message to the receiver through some channel. It also indicates that both the sender (Source) and the receiver are influenced by their own culture, social system, knowledge, attitudes, communication skills and other factors. Though this model doesn’t emphasize on feedback, it is a comprehensive model, because it shows how the sender and the receiver can be influenced by various factors that may also act as the sources of noise. The Modern Model of Communication: Over the period of time Business Communication Process has been developed a lot. The communication 15 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 theorists are still investing their endeavour to make the Business Communication system more compressive and conceivable by including important and new items or elements in it. The modern communication model has important and new items or elements in it. The Modern Communication model has evolved from Shanon and Weaver’s information Theory Model. The modern communication model is presented below: Types Models of Communication in Business the Modern Business Communication Model includes nine elements and emphasizes duly on the feedback system. The figure shows that sender and receiver are the major parties in the communication process; message and media are the major communication tools, encoding, decoding, response and feedback are the major communication functions and the last element is noise that can create interruption at stage of the Business Communication Process. 16 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1  The Broad Categories of Communication Let us delve deep into the 5 types of communication observed between the group of people or a formal team. 1) Verbal Communication - Verbal communication can also be called as Oral communication. In very simple terms, any communication that happens orally between people is known as verbal communication. The objective of such communications is to ensure that people understand whatever you want to convey. Because of its very nature, verbal communications is more quick and precise then email communication. In the era of messaging via Whatsapp or using email, people still prefer personal meetings or phone calls (or face to face Skype calls) because they are effective and much more convenient in conveying the message. Nowadays, Verbal communication is an important aspect and is looked as a key strength in an individual. A manager or an executive needs to have good verbal communication skills. A manager has to handle a team of people and he needs to be skilled to convince the team of people in acting like he wants them to. Executives meet many customers who are each different in terms of their understanding and talking skills. Thus, Executives to need excellent verbal communication skills. The higher up an organization you go, the better should be the verbal skills that you have. This is because you need to ensure that your speech is 17 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 precise and to the point and does not leave any scope for any misunderstanding. An M.D or a C.E.O may be giving a television interview which is being watched by 100’s of stakeholders of the company. Their speech and verbal communication need to be precise so that they don’t mess up or are not misunderstood. Even in tough times, the verbal communication skills of these leaders play a major part in consoling the crowd. Example of people who were great at the verbal communication (Great ORATOR)  Nelson Mandela  Martin Luther King  John F Kennedy  Jawaharlal Nehru 2) Non-verbal / Interpersonal communication How do you make people feel when you enter the room? Is your body language strong and are you standing straight and erect or are you slouched and tired? Are you clean shaven, looking your immaculate best for a team meeting or are you shabby with shirts that are not ironed? When you shake hands, do you do so strongly or do you just brush your hand against others? 18 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 The above were some examples of Non-verbal communications or interpersonal communications. One of the HR requirements for new joiners in an organization is for them to have good interpersonal skills. This basically means that the employees should brush up on their non-verbal skills. If you were in a sales meeting and you have not achieved your target, how will you react? Will you be steady and calm or will you panic and stutter? These are important non-verbal skills and your growth might depend on them. A manager who panics and who is not good at non-verbal communication will generally not be a favorite with his team members. This is because his team members do not look up to him. A manager who stutters, who is not well dressed, who has the wrong body language or someone who is not a strong personality, will not gather a huge following behind him. However, people with good personalities go a long way in motivating the employees below them. If an employee is demotivated, just keeping a hand on their shoulder and saying a few motivating words is enough for the employee. Taunting them or making faces when talking to them, ignoring them completely or imitating them will demotivate the employee even further. Thus, non-verbal skills play a major role in office culture. As employees grow into managers and as managers grow into leaders, they become better and better at a non-verbal type of communications. They know that their own calm headed behavior at times of panic is what will keep the team in check. Similarly, they don’t let their teams get complacent when the going is good. 19 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 Example of the Non-verbal type of communications In Customer service, non-verbal and interpersonal skills play a huge role. Imagine you were unhappy with a product and you went to the customer service department. Instead of understanding your problem, the customer service executive gives a rude reply. Repeatedly you visit them and even though the problem is not resolved, you don’t get a satisfactory answer. Compare that with a customer service department which smiles when you come in. They reassure you that they are on top of your problem. They are proactive and update you themselves on when to expect the problem to be resolved. Later on, they follow up whether you were satisfied with the response and if there was anything they could do further. This smile, the body language of reassurance, the listening ability are all non-verbal type of communications. A good customer service executive will pay special attention to them and will ensure that you leave satisfied! Hiring good customer service executives, who have great interpersonal skills, is the sign of a good organization which is focused on customer satisfaction. 3) Written Communications - There are many ways that written communications can be used. The number of ways is ever increasing with the penetration of smartphones and the internet. One of the most common forms of written communications used till date is Email. But slowly, written type of communications is becoming more informal with Whatsapp and other online messaging apps being used regularly. All different forms of written communication can be formal or informal. If today, we visit a court of law, you will find that even Whatsapp messages are considered to be legal in nature. In fact, there have been so many 20 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 cases of celebrities brought under the scanner because of wrong written communications on their social media account. Thus, the above example is further proof that written communication needs to be used safely and effectively. In fact, written communication between friends can be informal but this type of communication between working professionals should always be formal so that any misquoted words are not misused with ill intent. The advantage of written communication is that it acts as the final word once a decision has been taken. When you quote your prices to the customer, when you rank a dealer on top, when you promote an employee or when you launch a new product, you use written communication to communicate the update to your team and your employees. A problem with written communication is that it becomes too formal and might incite ego or various political problems when written communication is used. Newspapers are perfect examples of written words which create controversy. There is a very apt quotation “Words are mightier than swords”. A wrong email delivered in the wrong hands can cause the world to turn upside down. The many emails and documents released by Edward Snowden which brought the US government under the scanner, are perfect examples of how to use written documents safely and privately otherwise they can bring a whole organization tumbling down (whether justified or not is a different discussion) 4) Formal & Informal - There are two types of communication when considering the formality of the communication. One is the formal and 21 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 official type of communication which can be emails, letterheads, memos, reports and other such kinds of written material. These are considered as documentary evidence and certain formality is associated with them. You cannot submit such formal documents and later deny them. Informal communication is one where there is nothing official about the communication that is happening. It can be known as Grapevine communication. There is no specific channel of informal communication because there is Social media, Whatsapp, SMS which are all vehicles of informal communication which can be used by people. Advantages of formal communication  When you want to finalize policy and want to decide a course to adopt, then formal communication is more effective  Formal communication can help in establishing procedures and ensuring that the steps are followed.  Any promises or any official plans need to be formally documented so that they can be referred to later. Advantages of informal communication  Informal communication helps the “Open door policy” and makes people more confident and forthcoming with their ideas and creativity.  Informal communication does not incite fear into peoples mind  Informal talks encourage people to share their problems. The problem with formal communication is that it is not personal and a distance is maintained if you use only formal communications. Whereas on the other hand, informal conversations can get out of hand and there can be negative grapevine generated. 22 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 5) Visual Communication - One of the industries which most prominently uses Visual communication is the medical industry. New medicines which come into the market have to be shown to doctors and the advantages have to be explained. At such times, the medical representatives carry informative pamphlets which are shown to the doctors and dropped with the doctors. These informative pamphlets have all the information about the medicine so that doctors can feel confident in suggesting the medicine to their patients. Similarly, many different industries are using visual communication to help interaction with their customers so that they can communicate their ideas better. Explainer videos as a concept is rising and is becoming as one of the best types of communication observed on websites. There are many elements in visual communication that can be used by marketers or companies.  Colors (such as brand colors)  Design (logo and brand design)  Advertising  Animations  Illustrations  Typography  Presentations  Video resume’s In person to person communication too visual communication plays a role. Consider the diagrams made by teachers on blackboards when explaining a concept to a class of students. Or we can also take the example of graphs 23 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 made in powerpoint by managers when doing a powerpoint presentation to a team of executives or seniors. To summarize, the type of communication most common are In teams:  Formal Communication  Verbal Communication and Non-verbal communication  Written communication  Visual communication In group of people:  Informal Communication  Verbal and Non-verbal communication  Informal written communications Above were all the different types of communications used by a group of people or between the team. 24 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 Types and Modes of Communication 1. Interpersonal 2. Interpretive 3. Presentational THREE MODES OF COMMUNICATION Interpersonal Interpretive Presentational  Two-way  One-way  One-way communication with communication with communication active negotiation of no recourse to the intended for an meaning among active negotiation of audience of readers, individuals meaning with the listeners, or viewers writer, speaker, or producer  Spontaneous  Reader, listener or  Presentation of viewer interprets what information; not  Usually involves the author, speaker, or exchange exchange of producer wants the information receiver of the  No direct message to opportunity for the  Meaningful understand active negotiation of meaning exists 25 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1  Participants observe  Interpretation differs  To ensure the and monitor one from comprehension intended audience is another to see how and translation in that successful in its their meanings and it implies the ability to interpretation, the intentions are being read, listen or view “presenter” communicated and “between the lines,” needs make adjustments and including knowledge of clarifications understanding from the accordingly within the cultural audience’s language mindset or perspective and culture  Speaking and listening  Reading of authentic  Writing (messages, (conversation) texts (websites, stories articles, and other literature, advertisements, flyers,  Reading and writing articles, signs) brochures, short (text messages, stories, reports, messages on social  Listening to authentic scripts, Power Point media, letters) texts (speeches, presentations); messages, songs, radio news, ads)  Speaking (telling a story, giving a speech,  Viewing of authentic TV or radio news, materials (videos, drama presentations movies, including skits, presentations, TV presentation to jury) shows, commercials, news, plays) UNIT-2 26 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 LANGUAGE OF COMMUNICATION Verbal and Non-Verbal - Communication – Written, Oral & Non-Verbal Communication! 1. Verbal Communication – Written, Oral: The word verbal means ‘connected with words and use of words.’ Any communication using words is verbal communication. Words are the most precise and powerful sets of symbols. Words denote as well as connote meanings. That is why all serious or formal communication is usually in words. Words, as we are all aware, can be written or spoken. Thus, verbal communication can further be divided into two types: (a) Oral Communication: “A wound inflicted by speech is more painful than a wound inflicted by a sword”. As the term itself suggests, communication through the spoken word is known as oral communication. Of the working time spent in verbal communication : 9 % is in writing, 16 % in reading, 30 % in speaking and 45 % in listening. In oral communication, words should be chosen very carefully so that what they connote has the precise shade of meaning. The sender of the message or his representative is usually the speaker, while the receiver or his representative, the listener. Listening is also an important aspect of oral communication. Factors in oral communication: (i) The speaker 27 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 (ii) How he speaks (iii) What he speaks (iv) To whom he speaks (v) Whether he receives a feedback Pre-requisites of oral communication: (i) Clear and proper pronunciation of words (ii) Clarity and exactitude (iii) Conciseness (iv) Right tone (v) Right style and vocabulary Merits of oral communication: (i) Saving of time and money: Oral communication saves money as well as time. No money needs to be spent for producing oral communication since it involves only the spoken word. Oral communication is, therefore, economical. Secondly, there is hardly any delay from the time when the sender sends the message and the receiver receives it. The words are received and understood as soon as they are spoken. Oral communication, therefore, saves time, too. (ii) Immediate feedback: The feedback in most oral communication is immediate. The words are received as soon as they are spoken, and the receiver can also give his reaction immediately. The speaker can gauge the mood and the response of the listener. The immediate feedback is an advantage for the speaker. 28 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 (iii) Saves paperwork: Paperwork is minimal since communication is in the form of spoken words. (iv) An effective tool for exhortation: When the communication is oral, you can try to persuade the listener. Doubts can be cleared immediately. (v) Builds a healthy climate: A friendly atmosphere is created when you communicate orally since there is less formality. You can also make modifications in the communication immediately on the basis of the feedback and response from the listener. (vi) Best tool during emergency: Oral communication is the quickest tool during an emergency. It is the best method of communication when an immediate and fast response is critical. Demerits of oral communication (limitations): (i) Greater chances of misunderstanding: Unless it is recorded, you cannot refer to an oral message again. There are, therefore, greater chances of a message being misunderstood or misinterpreted. In fact, there is also a chance that the message may not be understood at all. (ii) Bad speaker: Only an individual who can satisfy all the requisites of effective oral communication can produce good results. More often than not, a bad speaker may send the wrong message. When speaking, one communicates through the articulation, voice modulation and body language, too. 29 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 A message may be misunderstood if there is a disharmony among these components. Also, as mentioned earlier, what the words connote and what they denote should be in harmony, else the message may lead to a conflict in understanding. (iii) Ineffective for lengthy communication: Oral communication is not useful for lengthy communication. Because of human limitations, there is every likelihood that something important will be missed out. (iv) Lower retention rate: Oral communication suffers from the drawback of a low retention rate. A listener may absorb only some part of an oral message since the attention span differs from person to person. People also tend to forget an oral message quickly. (v) No legal validity: Oral communication lacks proof of record. There is no permanent record or proof of what has been said. An individual who has given a message may deny it later; similarly, an individual who has been given an oral message or instruction may say he never received it. Hence, oral communication has very little value from the legal point of view. (vi) Difficult to fix responsibility: Since a message is transmitted orally, it is difficult to fix responsibility. This may also lead to carelessness in the implementation of a message. (b) Written communication: A message constitutes written communication when it is put in “black and white.” It is a formal type of communication. The sender of the message or his representative constitutes the writer. 30 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 Written communication is usually considered binding on business organizations and is often used as evidence. Technological advancement has enlarged the gamut of written communication through email and other such facilities. Factors in written communication: (i) The writer (ii) The content (iii) The language used (iv) The purpose of the communication (v) The style adopted – formal or friendly (vi) The receiver Pre-requisites of written communication: (i) How much to put in writing (ii) What to leave out (iii) When to stop (iv) When to convey (v) By what means to convey Merits: (i) Precise and accurate: Written communication is generally prepared with great care and precision. The very prospect of writing makes a person conscious. You have to be very serious and organised while communicating in the written form, because written communication is open to verification. 31 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 (ii) Easily verified: Since written communication is on paper etc., it can be read and re-read. It also offers itself to verification. There is also, thus, less ‘chance of someone twisting the message to his or her own advantage. (iii) Permanent record: Written communication constitutes a permanent record. It also acts like evidence. It proves very useful for future reference as it can be preserved for years. For example, old orders and decisions can serve as the basis for new ones. (iv) Suitable for lengthy and complicated messages: Lengthy and complicated messages can be understood better when they are in the written form rather than in the oral. There is less chance of misinterpretation and misunderstanding. Also, the language used is less subject to change. (v) Responsibility can be easily fixed: In written communication, responsibilities of sender and receiver can be fixed easily. People have the tendency of shifting responsibilities for mistakes, but this is difficult if the onus is obvious in black and white. (vi) Has legal validity: Written communication is acceptable as a legal document. Written communication has been used as evidence since time immemorial. Demerits: (i) Slower method of communication: Written communication can be time- consuming since it may take even two or even three days to reach the receiver (by letters, for instance). By contrast, oral communication is immediate. 32 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 (ii) Further delay if clarifications are required: Written communication hampers quick clarifications. The receiver may write back for clarifications and wait for a reply, making the process tedious. Even if clarifications are not needed, there is still a delay between the time the sender writes a message and the receiver receives it. (iii) Leads to too much of paperwork: Since written communication is basically done on paper, one may tend to use it as escape mechanism Paper-free offices remain a dream. (iv) Always a possibility of ambiguity or lack of comprehensibility: It is quite possible that the receiver is not able to comprehend the exact meaning of a written message that he has received. The clarity of a written message also depends upon the skill, or the lack of it, in the sender. If the message has not been written properly, it will not be understood, either. (v) Costly in terms of money and man-hours: Writing letters is a costly process not only because you need to spend money on postage, but also because several persons are involved in the process of sending out a letter from an organization. Their time costs organization money. While oral communication can be short and quick, written communication, because of its very nature, tends to be lengthy. (vi) No flexibility: The written word is not subject to instant change after communication. Therefore, conveying an afterthought may prove very lengthy, and, at times, even impossible. (vii) Literacy essential: It goes without saying that in written communication, the sender as well as the receiver should be literate. In fact, we may wrongly presume that they are so. In many Asian Countries, 33 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 where literacy is low, a written message will be meaningless for large masses of illiterate persons. Literacy also means literacy in the language of the message. The receiver should know the language in which a message has been written. It is no use receiving a message in English if you are not conversant with that language. Notwithstanding its limitations, it can be safely concluded that written communication remains the spine of an organisation. Almost all formal communication is in the written form. Visual Aids: A visual aid type of written communication in the form of an illustration in tabular, graphic, schematic or pictorial from. Visual aids help communicators to get their message across more effectively to their audience. Visual aids help by making the material more interesting, clarifying and simplifying complex subjects and highlighting important points for better retention by the audience. A checklist for creating effective visuals is given below: (i) Visuals should be simple and easy to understand and the design and layout should contribute to the overall understanding of the subject. (ii) Visuals should depict the data accurately and important points should be emphasized. (iii) Visuals should be appropriate for the intended audience. 34 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 (iv) Care should be taken that the type-face and fonts are clear and readable and the captions short and informative. 2. Non-Verbal Communication: Scientific analysis has shown that body movements and gestures constitute 55% of effective communication. Hence, non-verbal communication merits great consideration. Non-verbal communication involves things such as gestures, posture, physical appearance etc. It takes place without written or spoken words. Non-verbal communication is those messages that are expressed by means other than linguistic. While you can refuse to speak or write, it is impossible to avoid behaving non-verbally. Non-verbal communication is classified here in two different ways: I. Non-verbal II. a. Body language or kinesics – body movement, facial expressions, posture, etc. 35 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 b. Vocal characteristics – paralanguage c. Space – proxemics d. Surroundings e. Silence Kinesics: The study of bodily movement stoat form a part of non-verbal communication is known as kinesics. It is an integral part our communication. Existence as a receiver is supposed to observe non-verbal communication 55% of the time. Our body consciously as well as unconsciously, conveys messages, moods attitudes etc. in the same way as language uses sets of symbols to convey meaning. (i) Facial expressions: The face is said to be the mirror of the mind. Whatever we feel reflected on our face. The face can convey energy, anger, grief, sincerity and a host of other feelings and emotions. A smile means friendliness, while a frown means anger. A creased forehead shows worry while a raised eyebrow shows surprise hence it is very important to exercise a check and control over our feelings. Although this is a difficult task, you can get positive results with continuous efforts. (ii) Gestures: Gestures are small body movements that transmit some message. It can even be the transmission of specific information. Some gestures maybe conscious while others may be involuntary. Some gestures have an almost universal meaning, such as a headshake for a “no” or a handshake as a “hello”. 36 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 Then there are other gestures that may have regional meanings. Strictly speaking, gestures are a part of body language because our head and hands tend to communicate by themselves in their own Way. (iii) Posture: Posture is the position adopted by the body. It helps in conveying a message. Each movement or position of the body has expressive or defensive functions. Thus, the posture is an important element in non-verbal communication. It reveals a great deal about an individual. Posture concerns the overall bearing of the body. It includes the angle of inclination and the position of the arms and the legs. A raised head indicates openness, while a tilted head indicates curiosity. However, one should remember that none of these postures have any specific meanings of their own. They acquire meanings in association with other symbols and in the context of communication. (iv) Clothes: A man is often judged by his appearance. His clothes play an important role in enhancing his personality. Shabbily dressed people may cut a sorry figure. It is vital for one to look professional and efficient. Accessories also play a major role in non-verbal communication. Clothes and accessories relate to physical as well as socio-cultural characteristics. Sometimes, clothes and accessories manage to live up to the expectations of the receiver, while at times they send a message through a violation of these expectations. (v) Eye contact: Eyes are the windows to the soul. Eye contact constitutes a very important factor of face-to-face communication. Through eye- 37 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 contact, the speaker gets signals whether the channel of communication is open. Discomfiture or nervousness results only in a brief eye contact; on the other hand, a long and fixed gaze shows interest. Depending on our feelings, we have smiling eyes, angry eyes, painful eyes, evasive eyes, and so on. (vi) Silence: Silence speaks louder than words. It lays down the relationship between communicators and their attitude towards each other. Silence shows the inability to converse further. A student who has not done his homework will stay mum when the teacher asks him for it. Indicators of Non-verbal Communication: Positive: (ii) Defensive arms / (iv) Supercilious (i) Smile legs expressions (ii) Open posture (iii) Slow speech (v) Immoderate eye (iii) Interested (iv) Fretting contact expression expressions (iv) Moderate eye (v) Deceitful looks contact (v) Accurate pitch and volume of voice Negative – Aggressive: Negative – (i) Harsh voice Submissive: (ii) Wagging finger (i) Floundering voice (iii) Fast speech 38 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 Body language: Body language stands for the way the body communicates without words, through the movement of its parts. The nodding of our heads, blinking of our eyes, waving of our hands, shrugging of our shoulders, etc., are expressions of our thoughts and feelings. All these movements are the signals that our body sends out to communicate. That is why this area of study has been called body language. Just as language uses sets of symbols to convey meaning, our body, consciously as well as unconsciously, conveys messages, attitudes, moods, status relationships, etc. The body language is very important. It has been observed that we may play fast and loose with words, but our body speaks out the truth. Even if we try to hide the truth or anything that we want to suppress, our body, our eyes, our gestures may speak out loud and clear. Paralanguage: The world of communication that involves signs, signals, pitch, tone and fluctuations to convey meaning is paralanguage. Para means ‘like’ or ‘akin’. Paralanguage means “like language,” but not actually a language. Anything that performs the task of communication as a language without being a language in the conventional sense of the word falls within the purview of paralanguage. Paralanguage is used to describe a wide range of vocal characteristics which help to express and reflect the speaker’s attitude. It is non-verbal because it does not consist of words. 39 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 Verbal communication is concerned with the content of the message – what is being conveyed? On the other hand, paralanguage is concerned with the manner in which the message is conveyed – how is it being conveyed? Paralanguage depends on voice, intonation, pitch, pause, volume, stress, gestures, and signals. Through pitch and volume variation, stress on words, etc. one’s voice can convey enthusiasm, confidence, anxiety and the speaker’s mental state and temperament. Voice: Voice is the first signal that we receive or use. A good listener can gauge a lot from the voice itself. There are various categories of voices. A voice can be sweet, soft, musical, cultivated, pleasant, nasty, clear or indistinct, among other things. The voice can help reveal a speaker’s background, mental state, education, sex and temperament. Intonation: Intonation is the modulation of the voice and the shift in stress. Intonation is a part of effective communication. For example, a message with serious content should not be delivered in a high tone, but in a somber tone. Pitch: Pitch is the vocal slant of the voice. It is very important because it reveals the speaker’s frame of mind. An unusually high pitch may reflect agitation. An unchanging pitch maybe boring or monotonous, decreasing the listener’s span of attention. The pitch may also help us understand the speaker’s social position. A person in a position of authority uses a higher pitch than a subordinate. The flaring of tempers usually results in a change in the pitch. 40 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 Pause: A pause emphasizes a message. A pause is to speech what a comma is to prose. A pause at the wrong place may lead to miscommunication. For example, the difference between ‘fruit trees’ and ‘fruit, trees’ is vast. Volume variation: The speaker should adjust the volume of his voice depending on the size of the audience. Larger the audience, the louder the voice should be. Volume variation makes the speech effective. Sometimes changing from loud to soft and from soft to loud have the desired effect. Mixed signals: Mixed signals occur when the tone, pitch and facial expressions of the speaker do not match the words that he is speaking. This confuses the listener as to the exact motive of the speaker. For example, an individual may congratulate another, but his tone may be cold. In this case, the listener will not be sure whether the speaker is really happy or is merely fulfilling a formality. Praise delivered in a sarcastic tone conveys mockery. Proper word stress: Communication can be made more effective by putting proper emphasis or stress on the right words. Overall impression: A message is understood by the listener not only by the content, but also by the manner in which the speaker conveys it. The speaker’s bearing, attitude, dressing style, physical appearance, age, gender, accent and the quality and tone of the voice also affect the message that gets communicated. For a message to be effective, the overall impression given by the individual should be in consonance with the message that he wants to convey. Advantages of paralanguage: 41 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 (i) No oral communication is complete without paralanguage as it is closely connected to language itself. (ii) To a large extent, paralanguage indicates the position and situation of the speaker, whether in an organisation or in society. (iii) It also reflects the speaker’s personality and background to a great extent. (iv) Paralanguage is indicative of the mental state of the speaker. A discerning listener can derive the right conclusions from the pitch, tone and speed of a message. This can often be very useful. Limitations of paralanguage: (i) Paralanguage is ‘semi’ or ‘like’ a language. It is not language by itself. Therefore, not all the advantages associated with actual language can be attributed to paralanguage. (ii) Paralanguage involves the drawing of conclusions on the basis of a number of peripheral (side) attributes. Such drawing of conclusions need not always be right. In such a case, they may also serve to create undue bias. This, in itself, makes paralanguage misleading or confusing at times. (iii) Also, as speakers may come from different backgrounds, cultures and situations, the conclusions from paralanguage may be difficult to draw, especially to convey a message in its entirety. Proxemics or territory or space: Proxemics is another important type of non-verbal communication. The term, proxemics is derived from the word proximity, which means closeness. Proxemics is used with reference to space or territory. A lot of 42 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 communication takes place non-verbally through the sheer manner in which we use the space around us. Scholars have also attributed a lot of non-verbal communication to the colour, design, layout and utilisation of the space around us. This is also proxemics. The space around us can be broadly classified as under: Intimate space: Most body movements take place within 18 inches around us. It is our most intimate circle of space. Only very close people or family members can enter this space, be it through a whisper, a pat on the back or a handshake. It means that the less the space between the two persons communicating, the more intimate is the nature of communication. Personal space: Personal space extends from 18 inches to four feet where we have normal conversation with friends, colleagues and associates. It is used in informal talks and impromptu discussions in which one may not be averse to taking important decisions. Social Space: This can be anywhere between four feet and 12 feet. It reflects a formality of relationship. It also reflects a lack of spontaneous behaviour. An individual’s responses are more collected and well thought- out. Social space reflects reason, planning and control, usually associated with business communication within a formal relationship. Public Space: This starts from a distance of 12 feet. One has to raise one’s voice to be heard. There is a lack of personal feelings and an added sense of detachment. Paralanguage: (i) Reflects feelings and attitudes of the speaker through a wide range of vocal characteristics. 43 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 (ii) Paralanguage gives important clues about the speaker’s educational, national/regional background and mental state. (iii) It is a systematic study of how an individual verbalizes. Proxemics: (i) Feelings and attitudes are reflected by the way people use space around them. (ii) Proxemics helps us to understand relationships and interaction patterns between people. (iii) Proxemics is also concerned with the use of space by groups of people. Surroundings: How you organize the surroundings also contributes to the communication. The room where you meet your visitors may be dazzling or simple. It may be gaudy or sober. The decor of the place, the furniture, and the artistic pieces that adorn your office, tell about yourself and your taste. PERSONAL, SOCIAL AND BUSINESS COMMUNICATION Personal Communication: Personal communications may be one to one communication between individual at informal (like talk between two friends) or formal level (like an office discussion); private letters, memos, emails, personal interviews or telephone conversations. Personal communications are only cited in text and not included in the reference list, as the information is unable to be retrieved by others. Social Communication 44 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 Social communication skills refer to all of the skills we need when using language to communicate and engage in conversations with other. Social communication encompasses the following skills:  Using language for a range of functions, e.g. to provide information; to question; to negotiate; to suggest; to clarify.  Conversational skills, e.g. starting and finishing conversations; maintaining a topic of conversation; taking turns in a conversation.  Understanding shared and assumed knowledge, i.e. how much information the listener needs to understand.  Understanding and using non-verbal communication skills, e.g. eye contact, facial expression, gesture, proximity and distance.  Understanding implied meaning Social Communication has three components: 1. The ability to use language for different purposes (e.g. to greet, inform people about things, demand, command, request). 2. The ability to adapt language to meet the needs of the listener or situation (e.g. talking differently to a baby versus an adult, talking louder when there is lots of noise, being aware of the listener’s knowledge and giving more information or less when needed). 3. Following the often “unspoken” rules of conversation and storytelling (e.g. taking turns in conversations, looking at the speaker, standing at an appropriate distance from the speaker, using facial expressions and gestures). The rules of conversation are often different across cultures, within cultures and within different families. It is therefore important for a person to quickly understand the rules of the person with whom they are communicating. Business Communication 45 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 The sharing of information between people within an enterprise that is performed for the commercial benefit of the organization. In addition, business communication can also refer to how a company shares information to promote its product or services to potential consumers. 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. Communication is the essence of management. The basic functions of management (Planning, Organizing, Staffing, Directing and Controlling) cannot be performed well without effective communication. Business communication involves constant flow of information. Feedback is integral part of business communication. Organizations these days are verly large and involve large number of people. There are various levels of hierarchy in an organization. Greater the number of levels, the more difficult is the job of managing the organization. Communication here plays a very important role in process of directing and controlling the people in the oragnization. Immediate feedback can be obtained and misunderstandings if any can be avoided. There should be effective communication between superiors and subordinated in an organization, between organization and society at large (for example between management and trade unions). It is essential for success and growth of an organization. Communication gaps should not occur in any organization. Business Communication is goal oriented. The rules, regulations and policies of a company have to be communicated to people within and outside the organization. Business Communication is regulated by certain rules and norms. In early times, business communication was limited to paper-work, telephone calls etc. But now with advent of technology, we have cell 46 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 phones, video conferencing, emails, satellite communication to support business communication. Effective business communication helps in building goodwill of an organization. Differences between Business Communication and General Communication 47 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 STRATEGIES & BARRIERS TO COMMUNICATION TOP 10 ESSENTIAL SKILLS FOR EFFECTIVE COMMUNICATION Being able to communicate effectively is an essential skill. Whether it’s in our business life or our personal relationships, effective communication is the key to our success. Here are my top ten essential skills for effective communication. Master these skills now, and they’ll serve you well for a long time to come! 1. Listening One of the most important aspects of effective communication is being a good listener. People do not like communicating with others who are only interested in telling you what they want to tell you, and don’t listen to what you have to say. Effective communication requires active listening, so practice active listening until it becomes second nature to you. So what is active listening? Active listening involves hearing and understanding what a person is saying to you. Unless you understand 48 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 clearly what a person is telling you, you can’t respond appropriately. Gain clarification by asking questions or rephrase what you’re being told, so that you’re sure you fully understand the message that’s being conveyed to you. For example, you could say “So, what you’re saying is…” 2. Be Clear and Be Concise Convey your message using as few words as possible. Whether in person, via telephone, or email, convey your message clearly, concise and direct. If you are excessive with your words, the listener will either lose focus or just be unsure as to what it is that you want. Before speaking give some thought as to the message you want to convey. This will prevent you rambling and causing confusion. 3. Be Personable When communicating face to face with someone, use a friendly tone with a simple smile, and ask a personal question. These things encourage the other person to engage in honest, open communication. When using written communication (e.g. email), you can achieve this by adding a simple personal message, for example, “How was your weekend?”. 4. Be Confident Confidence underpins all effective communication. Other people will believe you will do as you say if you sound confident. Making eye contact, using a firm but friendly tone (never aggressive), are all ways you can exude confidence. Remember to always be listening to the other person and looking out for those nonverbal clues. 5. Be Actionable The final important element of professional communication is action. Especially in my position as project manager, it is important that the people I work with always know what to expect after we talk. At the end of every 49 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 discussion, I try to quickly recap everyone’s next steps, making sure that everyone understands and agrees upon what will happen next. If we have different understandings of the expected result of the conversation, this recap ensures that everyone is on the same page at the end of the exchange. 6. Empathy Empathy is the skill of being able to understand and share the feelings of another person. Even if don’t agree with the person you’re communicating with, it’s very important that you understand and respect their view. Simply saying to that person “I understand what you’re saying”, will let them know that you have been listening to them, and that you respect their point of view. 7. Always Have An Open Mind Being an effective communicator requires that every conversation is approached with a flexible, open mind. This isn’t always easy to achieve, but is very important to communicating effectively. Always engage in active listening, and be sure to demonstrate empathy by acknowledging you understand what the other person’s point of view is. Adopting this approach will always ensure honest, productive communication. 8. Convey Respect Other people will be more likely to engage in communication with you if you respect them and their ideas. Simply addressing another person using their name, will make them feel appreciated. If communicating via telephone, always keep focused on the conversation and avoid being distracted in any way. When communicating through email, take time to construct and edit your message, taking care to address the recipient by name. 9. Give and Receive Feedback 50 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 Giving and receiving appropriate feedback is an essential communication skill, particularly for those of us whose roles include managing other people. Providing constructive feedback, as well as giving someone praise, can greatly increase motivation and build morale. It is just as important that you accept and encourage feedback from others. Always listen to feedback and act positively on it. If you’re unsure about any aspect of the feedback, simply ask a question to gain clarification from the other person. 10. Consider The Best Medium for The Job! The final item on my list is knowing what the best form of communication is to use. Being mindful of using the best form of communication will result in your response being a positive one. Consider things such as, who it is you’re trying to communicate with, how important the topic is, and how busy that person might be. For example, asking your boss for a raise is never going to be taken seriously if you do it by text – so consider what’s appropriate! 11. Use of Non-Verbal Communication The words we choose make up just 7% of the message being conveyed, which makes non-verbal communication all the more important. Body language is an important communication tool. Your body language should help convey your words. Other factors you should consider are things like the tone of your voice, your hand gestures, and ensuring eye contact. A person is going to be encouraged to speak openly with you if you are relaxed and have a friendly tone. Adopt an open stance position, with relaxed legs and open arms. It is important that you make eye contact with the person you are communicating with, but be careful that you do not stare at them, as this is just uncomfortable. It is just as important that you recognise the non-verbal signals being displayed by the other 51 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 person. These signals will give you an insight into how that person is feeling. 7 C’s of Effective Communication We communicate all day long; at home, at work, with our next-door neighbor and at the sports club. We communicate verbally, non-verbally and in writing. Unfortunately, the message does not always come across as intended. NOISE! This can lead to miscommunication and (small) misunderstanding or the wrong impression. The 7 C’s of effective communication, also known as the seven principles of communication are a useful way to ensure good and business communication. The 7 C’s of Effective Communication provide a useful check list as a result of which both written and verbal communication pass off in a clear, plain, target group-oriented and well-structured manner. 1. Completeness - The message must be complete and geared to the receiver’s perception of the world. The message must be based on facts and a complex message needs additional information and/ or explanation. A good subdivision of subjects will clarify the message as a result of which there will be a complete overview of what is said. 2. Concreteness – Concrete business communication is also about a clear message. This is often supported by factual material such as research data and figures. The words used as well as the sentence structure can be interpreted uni-vocally. Nothing is left to the imagination. 3. Courtesy - In addition to considering the feelings and points of view of the target group, it is also important to approach the audience in a friendly and courteous manner. Use of terms that show respect for the receiver contribute towards effective communication. The same goes for the manner in which you address someone. Not everyone will be charmed if 52 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 you use a familiar form of address and use of a formal address could come across as too distant. By using the word ‘they’ a larger audience is immediately addressed. 4. Correctness - A correct use of language has the preference. In written business communication, grammatical errors must be avoided and stylistic lapses or a wrong use of verbs are not sufficient either in verbal communication. A correct use of language increases trustworthiness and the receiver will feel that they are taken seriously. 5. Clarity- Clear or plain language is characterized by explicitness, short sentences and concrete words. Fuzzy language is absolutely forbidden, as are formal language and cliché expressions. By avoiding parentheses and keeping to the point, the receiver will get a clear picture of the content of the message. Briefly-worded information emphasizes the essence of the message. 6. Consideration - Communicating with the target group (Consideration). In order to communicate well, it is important to relate to the target group and be involved. By taking the audience into account, the message can be geared towards them. Factors that play a role in this are for example: professional knowledge, level of education, age and interests. 7. Conciseness - A message is clear when the storyline is consistent and when this does not contain any inconsistencies. When facts are mentioned, it is important that there is consistent, supporting information. Systematically implementing a certain statement or notation also contributes to clear business communication. When statements are varied, they will confuse the receiver. Effective Communication: Barriers and Strategies Some basic skills can help you to be a more effective communicator in the classroom. This Teaching Tip explores: 53 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1  Barriers to listening and strategies for effective listening;  Barriers to accurate perception and strategies for accurate perception; and,  Barriers to effective verbal communication and strategies for effective verbal communication. Barriers to listening  Focusing on a personal agenda. When we spend our listening time formulating our next response, we cannot be fully attentive to what the speaker is saying.  Experiencing information overload. Too much stimulation or information can make it very difficult to listen with full attention. Try to focus on the relevant information, and the central points that are being conveyed.  Criticizing the speaker. Do not be distracted by critical evaluations of the speaker. Focus on what they are saying - the message - rather than the messenger.  Getting distracted by emotional noise. We react emotionally to certain words, concepts and ideas, and to a myriad of other cues from speakers (appearance, non-verbal cues such as gestures, etc.). Make a conscious effort to quiet your own emotional reactions so that you can listen properly.  Getting distracted by external “noise”. Audible noise may be extremely distracting. Some things can be minimized – e.g., turn down the ringer on your phone, and notifications on your phone or computer while meeting with someone. Other noises may be unavoidable – e.g., construction, other people. Also, there may be figurative “noise” from the external environment, such as distracting or inappropriate decor in a room, or environmental conditions such as the room being too hot or cold.  Experiencing physical difficulty. Feeling physically unwell, or experiencing pain can make it very difficult to listen effectively. You may wish to communicate that this is not a good time, and reschedule the discussion. Strategies for active listening 54 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 The following strategies are intended to promote active listening, or a type of listening with the goal to “develop a clear understanding of the speaker’s concern and also to clearly communicate the listener’s interest in the speaker’s message” (McNaughton, Hamlin, McCarthy, Head-Reeves, & Schreiner, 2008, p. 224).  Stop. Focus on the other person, their thoughts and feelings. Consciously focus on quieting your own internal commentary, and step away from your own concerns to think about those of the speaker. Give your full attention to the speaker.  Look. Pay attention to non-verbal messages, without letting yourself be distracted. Notice body language and non-verbal cues to allow for a richer understanding of the speaker’s point. Remember that “active listeners need to communicate to the speaker that they are involved and giving the person unconditional attention” (Weger, Castle, & Emmett, 2010, p. 35).  Listen. Listen for the essence of the speaker’s thoughts: details, major ideas and their meanings. Seek an overall understanding of what the speaker is trying to communicate, rather than reacting to the individual words or terms that they use to express themselves.  Be empathetic. Imagine how you would feel in their circumstances. Be empathetic to the feelings of the speaker, while maintaining a calm centre within yourself. You need not be drawn into all of their problems or issues, as long as you acknowledge what they are experiencing.  Ask questions. Use questions to clarify your understanding, as well as to demonstrate interest in what is being said.  Paraphrase. If you don’t have any specific questions to ask, you may choose to repeat back to the speaker, in your own words, what you have taken away, in order to allow the speaker to clarify any points (Weger et al., 2010). Barriers to accurate perception 55 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1  Stereotyping and generalizing. Be careful not to hold on to preconceptions about people or things. We often have a tendency to see what we want to see, forming an impression from a small amount of information or one experience, and assuming that to be highly representative of the whole person or situation.  Not investing time. Making assumptions and ignoring details or circumstances can lead to misconceptions. When we fail to look in-depth for causes or circumstances, we miss important details, and do not allow for the complexity of the situation.  Having a distorted focus. Focusing on the negative aspects of a conversation or a situation is a habit common to many people. Even though we may recognize the positive things, we often give more weight to the negative, allowing one negative comment to overshadow numerous positive ones.  Assuming similar interpretations. Not everyone will draw the same conclusions from a given situation or set of information. Everybody interprets things differently. Make sure to check for other people’s interpretations, and be explicit about your own.  Experiencing incongruent cues. As speakers, and as listeners, we are constantly and simultaneously sending cues and receiving them from other people. Try to be consistent with your verbal cues and your body language. Do not say one thing and express something else through your body language. Be aware of how your non-verbal communication relates to your spoken words. If someone else seems to be sending a double message — by saying one thing and expressing something else in their body language — ask for clarification. Strategies for accurate perception  Analyze your own perceptions. Question your perceptions, and think about how they are formed. Check in with others around you regularly, and be aware of assumptions that you are making. Seek additional information and 56 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 observations. You may just need to ask people if your perceptions are accurate.  Work on improving your perception. Increase your awareness of barriers to perception, and which ones you tend towards. Check in with yourself regularly. Seek honest, constructive feedback from others regarding their perceptions of you as a means of increasing your selfawareness.  Focus on others. Develop your ability to focus on other people, and understand them better by trying to gather knowledge about them, listening to them actively, and imagining how you would feel in their situation. Barriers to effective verbal communication  Lacking clarity. Avoid abstract, overly-formal language, colloquialisms, and jargon, which obscure your message more than they serve to impress people.  Using stereotypes and generalizations. Speakers who make unqualified generalizations undermine their own clarity and credibility. Be careful not to get stuck in the habit of using stereotypes, or making generalizations about complex systems or situations. Another form of generalization is “polarization” or creating extremes. Try to be sensitive to the complexities of situations, rather than viewing the world in black and white.  Jumping to conclusions. Confusing facts with inferences is a common tendency. Do not assume you know the reasons behind events, or that certain facts necessarily have certain implications. Make sure you have all the information you can get, and then speak clearly about the facts versus the meanings or interpretations you attach to those.  Dysfunctional responses. Ignoring or not responding to a comment or question quickly undermines effective communication. Likewise, responding with an irrelevant comment -- one that isn't connected to the topic at hand -- will quash genuine communication. Interrupting others while they are speaking also creates a poor environment for communication. 57 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1  Lacking confidence. Lacking confidence can be a major barrier to effective communication. Shyness, difficulty being assertive, or low self-worth can hinder your ability to make your needs and opinions known. Also, a lack of awareness of your own rights and opportunities in a given situation can prevent you from expressing your needs openly. See Eison (1990)’s “Confidence in the Classroom: Ten Maxims for New Teachers” for a set of maxims to think about when reflecting on your own confidence as a communicator. Strategies for effective verbal communication  Focus on the issue, not the person. Try not to take everything personally, and similarly, express your own needs and opinions in terms of the job at hand. Solve problems rather than attempt to control others. For example, rather than ignoring a student who routinely answers questions in class with inappropriate tangents, speak with the student outside of class about how this might disrupt the class and distract other students.  Be genuine rather than manipulative. Be yourself, honestly and openly. Be honest with yourself, and focus on working well with the people around you, and acting with integrity.  Empathize rather than remain detached. Although professional relationships entail some boundaries when it comes to interaction with colleagues, it is important to demonstrate sensitivity, and to really care about the people you work with. If you don’t care about them, it will be difficult for them to care about you when it comes to working together.  Be flexible towards others. Allow for other points of view, and be open to other ways of doing things. Diversity brings creativity and innovation.  Value yourself and your own experiences. Be firm about your own rights and needs. Undervaluing yourself encourages others to undervalue you, too. Offer your ideas and expect to be treated well.  Use affirming responses. Respond to other in ways that acknowledge their experiences. Thank them for their input. Affirm their right to their feelings, 58 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 even if you disagree. Ask questions, express positive feeling; and provide positive feedback when you can. Barriers to Communication 1. Physical Barriers A communication is a two-way process, distance between the sender and the receiver of the message is an important barrier to communication. Noise and environmental factors also block communication. An example of a physical barrier to communication is geographic distance between the sender and receiver(s). 2. Language Barriers and/or Semantic Barrier: Language and linguistic ability may act as a barrier to communication. However, even when communicating in the same language, the terminology used in a message may act as a barrier if it is not fully understood by the receiver(s). For example, a message that includes a lot of specialist jargon and abbreviations will not be understood by a receiver who is not familiar with the terminology used. Regional colloquialisms and expressions may be misinterpreted or even considered offensive. See our page: Effective Speaking for more information. Semantic is the science of meaning. The same words and symbols carry different meanings to different people. Difficulties in communication arise 59 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 when the sender and the receiver of the message use words or symbols in different senses. The meaning intended by the sender may be quite different from the meaning followed by the receiver. People interpret the message in terms of their own behaviour and experience. Sometimes, the language used by the sender may not at all be followed by the receiver. 3. Psychological / Attitudinal Barriers The psychological state of the communicators will influence how the message is sent, received and perceived. For example: If someone is stressed they may be preoccupied by personal concerns and not as receptive to the message as if they were not stressed. Stress management is an important personal skill that affects our interpersonal relationships. See our pages Stress: Symptoms and Triggers and Avoiding Stress for more information. Anger is another example of a psychological barrier to communication. When we are angry it is easy to say things that we may later regret, and also to misinterpret what others are saying. More generally people with low self-esteem may be less assertive and therefore may not feel comfortable communicating - they may feel shy or embarrassed about saying how they really feel, or read unintended negative sub-texts in messages they hear. Emotional Attitude: Barriers may also arise due to emotional attitude because when emotions are strong, it is difficult to know the frame of mind of other person or group. Emotional attitudes of both, the communicator as well as the communicate, obstruct free flow of transmission and understanding of messages. Attitudinal barriers are behaviours or perceptions that prevent people from communicating effectively. 60 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 Attitudinal barriers to communication may result from personality conflicts, poor management, resistance to change or a lack of motivation. To be an effective receiver of messages you should attempt to overcome your own attitudinal barriers to to help ensure more effective communication. 4. Physiological Barriers Physiological barriers to communication may result from the receiver’s physical state. For example, a receiver with reduced hearing may not fully grasp the content of a spoken conversation especially if there is significant background noise. Communication is generally easier over shorter distances as more communication channels are available and less technology is required. The ideal communication is face-to-face. Although modern technology often helps to reduce the impact of physical barriers, the advantages and disadvantages of each communication channel should be understood so that an appropriate channel can be used to overcome the physical barriers. 5. Systematic or Organizational Structure Barriers Systematic barriers to communication may exist in structures and organisations where there are inefficient or inappropriate information systems and communication channels, or where there is a lack of understanding of the roles and responsibilities for communication. In such organisations, people may be unclear of their role in the communication process and therefore not know what is expected of them. Effective communication largely depends upon sound organizational structure. If the structure is complex involving several layers of management, the breakdown or distortion in communication wall arise. It is an established fact that every layer cuts off a bit of information. In the words of W.C. 61 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 Bennis, “Communication gets distorted particularly as it goes up the hierarchy.” Moreover, information travelling through formal structure introduces rigidity and causes-delay because of long lines of communication. Similarly, lack of instructions for further conveying information to the subordinates and heavy pressure of work at certain levels of authority also act as barriers to effective communication. 6. Personal Barriers: Personal factors like difference in judgment, social values, inferiority complex, bias, attitude, pressure of time, inability to communicate, etc. widen the psychological distance between the communicator and the communicate. Credibility gap i.e., inconsistency between what one says and what one does, also, acts as a barrier to communication. 7. Status Barriers (Superior-Subordinate Relationship or Social Strata/Caste): Status or position in the hierarchy of an organization is one of the fundamental barriers that obstructs free flow of information. A superior may give only selected information to his subordinates so as to maintain status differences. Subordinates, usually, tend to convey only those things which the superiors would appreciate. This creates distortion in upward communication. Such selective communication is also known as filtering. Sometimes, “the superior feels that he cannot fully admit to his subordinates those problems, conditions or results which may affect adversely on his ability and judgment. To do so would undermine his position as a superior being in the formal organization.” This causes distortion in downward communication. A subordinate may also feel reluctant to report his shortcomings or may not seek clarification on instructions which are subject to different interpretations for fear of loss of prestige in the eyes of the superior. 62 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 8. Barriers Due to Inadequate Attention: Inadequate attention to the message makes communication less effective and the message is likely to be misunderstood. Inattention may arise because of over business of the communicate or because of the message being contrary to his expectations and beliefs. The simple failure to read notices, minutes and reports is also a common feature. Whatever be the reason, communication remains only a one-way process and there is no understanding of the message, if the receiver pays little attention to the message. In the words of Joseph Dooher. “Listening is the most neglected skill of communication.” “half listening is like racing your engine with the gears in neutral. You use gasoline but you get nowhere.” 9. Premature Evaluation: Some people have the tendency to form a judgment before listening to the entire message. This is known as premature evaluation. As discussed in the previous point, “half-listening is like racing your engine with the gears in neutral. You use gasoline but you get nowhere.” Premature evaluation distorts understanding and acts as a barrier to effective communication. 10. Resistance to Change: It is a general tendency of human beings to stick to old and customary patterns of life. They may resist change to maintain status quo. Thus, when new ideas are being communicated to introduce a change, it is likely to be overlooked or even opposed. This resistance to change creates an important obstacle to effective communication. 11. Barriers Due to Lack of Mutual Trust: Communication means sharing of ideas in common. “When we communicate, we are trying to establish a commonness.” Thus, one will freely transfer information and understanding with another only when there is mutual trust between the two. When there is a lack of mutual trust between the communicator and the communicate, the message is not 63 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 followed. Credibility gaps, i.e., inconsistency in saying and doing, also causes lack of mutual trust which acts as a basic obstacle to effective communication. 14. Other Barriers: There may be many other barriers, such as un-clarified assumptions, lack of ability to communicate, mirage of too much knowledge of closed minds, communication overload, shortage of time, etc., which cause distortion or obstruction in the free flow of communication and thus make it ineffective. Failure to retain or store information for future use becomes a barrier to communication when the information is needed in future. INTRAPERSONAL, INTERPERSONAL AND GROUP COMMUNICATION Intrapersonal & Interpersonal Communication: As the term, ‘intra’ means ‘within’, so the communication that takes place within a person is called intrapersonal communication. On the other hand, the term ‘inter’ means ‘between’, so when the communication occurs between two or more persons, it is said to be interpersonal communication. INTERPERSONAL INTRAPERSONAL 64 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 We, humans, are social animals, and we always need someone to talk or share our opinions, news, and even feelings. Communication is a substantial part of our life, whether we say something or not, it automatically conveys a message to the persons surrounding us, because it is inescapable. It can be intrapersonal communication or interpersonal communication. The major difference between intrapersonal and interpersonal communication is that the former is invisible, as it goes in our mind, the latter is visible as it takes place between several parties. Definition of Intrapersonal Communication The communication with oneself is intrapersonal communication. It involves thinking, analyzing, interpreting, assessing, contemplating, feeling, etc. It is to reflect the individual self, with a view to clarifying something. It is an activity that takes place in our mind; wherein a person is involved in a conversation with himself/herself, commonly known as ‘self-talk’ or ‘inner speech’. The activity can be a monologue or internal dialogue, i.e. when you imagine a conversation, in your mind with the absent other. So, it is quite obvious that the sender and receiver are the same person. Internal discourse, Solo-vocal communication and Solo written communication are the three levels of intrapersonal communication. The three aspects that govern the intrapersonal communication are:  Self-Concept: Self-concept ascertains the way an individual takes himself/herself, oriented towards others. The three factors in self-concept are – Belief, Value and Attitude.  Perception: It is what the mind receives and grasp from the outside world. 65 | P a g e ©SBS Propriety  BBA-1 / BCOM-1 / BCA-1 Definition of Interpersonal Communication Interpersonal Communication is the one to one communication between two or more persons, wherein exchange of ideas, information or messages takes place through a channel. It can be a face to face communication between parties, communication over mail, telephone and the like. In Interpersonal Communication, the way something is said is as important as what is being said. So, here, the tone of voice, body language, gestures, facial expressions, have a great impact on the recipient. The features of interpersonal communication are as under:  Inescapable: Whenever we try not to say anything to anyone at all, it says something about our mood, attitude or nature, i.e. not by words but through the non-verbal signals.  Irreversible or Unrepeatable: Once something is being said, it cannot be taken back, so neither it is reversible nor repeatable.  Complex: Due to some variables involved in communication, it is a complex process. The words used in the process of communication may not have the same meaning for both sender and receiver, and this complicates the process.  Contextual: Context plays a significant role in the communication process, as in there is psychological, environmental, situational and relational context. 66 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 Group Communication: Group communication is an extension of interpersonal communication where more than two individuals are involved in exchange of ideas, skills and interests. A group is a number of people with a common goal who interact with one another to accomplish their goals, recognize one another’s existence and see themselves as part of the group. Groups provide an opportunity for people to come together to discuss and exchange views of common interest. There could be many different groups for as many different reasons. For instance, casually formed groups with friends over a drink, coffee break, games, dances or religious gatherings have a different purpose than that of groups attending a meeting or seminar to help fight Drug Abuse or interacting with committee members to draft a proposal. Communication in a group, small or big, serves many goals including collective decision-making, self-expression, increasing one’s effect, elevating one’s status and relaxation. Group communication is considered effective as it provides an opportunity for direct interaction among the 67 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 members of the group; it helps in bringing about changes in attitudes and beliefs. Group communication has limitations too, as group interaction is time consuming and often inefficient, especially in an emergency. Besides, imbalances in status, skills and goals, may distort the process and the outcome sharply. Group communication is a mode of communication in an organization, between employers and employees, and employees in teams/groups. Group communication can further be looked from an marketing perspective as communicating to a group of people or target customers in order to market a product. Small group communications can be looked at as groups of size 3 to 20. And larger groups looked can be of sizes 100 to 200 in size. Group communication can be effective, when there is a specific purpose to the communication, a proper means of communication, and content of the communication suitable to the target audience, and a proper communicator who can drive the initiative and process. 68 | P a g e ©SBS Propriety BBA-1 / BCOM-1 / BCA-1 Group communication can be of various media channels, like social media, digital media, print media, speeches and focus group communication etc. The choice of the means of communication depends on factors like the target audience, the means and availability of the communication mode, cost implication for the communication initiative. Groups have been classified as small groups and large groups. A small group comprises of three to seven members. Small groups are informal and less structured. Larger groups adopt formal rules to maintain order. There is more chance for individual participation in small groups. Also small groups are easy to manage and are more efficient in accomplishing tasks and making decisions. Most researchers define a small group as having at least three and no more than twelve or fifteen members. A group needs to