Business communication bba semester 1 notes

BBA notes on Business communication

1. BUSINESS COMMUNICATION BBA SEMESTER 1 DCRUST VARDHA MAGO

2. MEANING OF COMMUNICATION The transmission of any meaningful message is communication. It is as natural a phenomenon as existence itself. Whether we recognize it or not, we have no option but to communicate.Then we here stands for all things living. A baby cries to convey its hunger. A dog barks to warn his master of an intruder. Corporate organizations which, after all, consist of the human element, use information- based systems like Management Information System (MIS), Decision Support System (DSS) and Strategic Information System (SIS) to run businesses successfully. This is what communication is all about. Communication is an integral part of human existence. Communication contributes enormously to the success or failure of every human activity. Communication is essentially the ability of one person to make contact with another and to make himself understood. Since man is a social animal, it is vital that he express his feelings and emotions, receive and exchange information. It is here that communication comes into play. In case of organizations, it becomes even more important as people working in different departments have to achieve common objectives. The working of inter-personal relationships is possible only through communication. Apart from binding its various components internally, communication is what links an organisation with the external world. Thus, communication is regarded as the foundation of a successful organisation . No group can exist without communication. Communication has a significant impact on the ultimate potency of an organisation . It is only through communication that ideas, information, attitudes or emotions get conveyed from one person to another.

3. COMMUNICATION PROCESS The Communication Process: The goal of communication is to convey information—and the understanding of that information—from one person or group to another person or group. This communication process is divided into three basic components: A  sender  transmits a message through a  channel  to the  receiver.   The sender first develops an idea, which is composed into a message and then transmitted to the other party, who interprets the message and receives meaning. Information theorists have added somewhat more complicated language. Developing a message is known as  encoding. Interpreting the message is referred to as  decoding.

4. STEPS OR ELEMENTS OF COMMUNICATION PROCESS The communication process refers to the steps through which communication takes place between the sender and the receiver. This process starts with conceptualizing an idea or message by the sender and ends with the feedback from the receiver. In details, communication process consists of the following eight steps: 1. Developing idea by the sender: In the first step, the communicator develops or conceptualizes an idea to be sent. It is also known as the planning stage since in this stage the communicator plans the subject matter of communication. Encoding: Encoding means converting or translation the idea into a perceivable form that can be communicated to others. 2. Developing the message: After encoding the sender gets a message that can be transmitted to the receiver. The message can be oral, written, symbolic or nonverbal. For example, when people talk, speech is the message; when people write a letter, the words and sentences are the message; when people cries, the crying is the message. 3. Selecting the medium: Medium is the channel or means of transmitting the message to the receiver. Once the sender has encoded his into a message, the next step is to select a suitable medium for transmitting it to the receiver. The medium of communication can be speaking, writing, signaling, gesturing etc. 4. Transmission of message: In this step, the sender actually transmits the message through chosen medium. In the communication cycle, the tasks of the sender end with the transmission of the message. 5. Receiving the message by receiver: This stage simply involves the reception of sender’s message by the receiver. The message can be received in the form of hearing, seeing, feeling and so on. 6. Decoding: Decoding is the receiver’s interpretation of the sender’s message. Here the receiver converts the message into thoughts and tries to analyze and understand it. Effective communication can occur only when both the sender and the receiver assign the same or similar meanings to the message. 7. Feedback: The final step of communication process is feedback. Feedback means receiver’s response to sender’s message. It increases the effectiveness of communication. It ensures that the receiver has correctly understood the message. Feedback is the essence of two-way communication.

5. 8 Factors Influencing the Business Communication Communication is the exchange of facts, ideas, wishes, and attitudes between or among persons. Communication in business is the same in nature. Business communication is the expression, channeling, receiving and interchanging of ideas in the commerce and industry. This exchange becomes fruitful when the receiver understands the meaning of the message in the way sender encoded. However, several factors distort the meaning of a message in business. FACTORS ARE:- Cultural Diversity. Misunderstanding of Message. Emotional Difference. Past Experiences. Educational and Intellectual Difference. Group Affiliations. Positional Differences among the Personnel. Functional Relationship between Sender and Receiver. These are some factors that influence the meaning of business communication

6. CULTURAL DIVERSITIES:- When people from different cultural background communicate the chance of misunderstanding and wrong interpretation of the message is higher. Large corporations and MNC’s usually have a culturally diverse workforce. Also, they deal with many nationalities. Misunderstanding of messages can lead to a very troubling situation for a company. Companies can take some measures to avoid this problem . 2. Misunderstanding of Message Communication in business also fails when people assign different meanings to the same word. Such a misunderstanding happens when technical words or jargons are used. Moreover, people may intentionally misinterpret the inner meaning of words. Misunderstanding of the message is a common thing in a communication but it could create a problem for the company. So, messages must be prepared properly and there should be a feedback system . 3. Emotional Difference Emotions and feelings of the parties involved in communication significantly affect the meaning of communication. For example, physicians are usually less emotional to the patient than those of the relatives of the patients. 4. Past Experiences The experience of previous communication strongly determines the effectiveness of further communication between the same sender and receiver. If either of the parties has bitter experience, further communication between them is likely to be ineffective. 5. Educational and Intellectual Difference The difference in formal educational and intellectual level of sender and receiver also influence the meaning of communication. If they have similar educational qualifications, communication will be effective. Because they are likely to hold similar perception, understanding, feeling, thinking, view etc.

7. 6. Group Affiliations Differences in group-affiliation also affect communication in business. If sender and receiver belong to different formal or informal groups, communication between. They may become less effective. For example, communication between trade union leaders and managers may fail simply because of their hostile attitude to each other. Similarly, informal group relationship based on religion, gender, and region, age, etc. can affect business communication. 7 . Positional Differences among the Personnel If sender and receiver hold different positions in the hierarchy, communication between them may fail. Sometimes we see that for the purpose of maintaining the formality it the organization, some people go too far. For example, superiors usually pay less attention to any message from their subordinates.  Also, subordinates try to avoid any instruction from the superiors to avoid the workload and responsibilities . 8. Functional Relationship between Sender and Receiver The functional relationship between sender and receiver significantly affects the  meaning of communication  in business. If sender and receiver belong to different functional departments or areas, the receiver may not understand the sender’s message. For example, the finance manager may not clearly understand the message of the product design manager; quality control manager may not understand the message of accountants. Business communication is the expression, channeling, receiving and interchanging of ideas in the commerce and industry. In many ways, the meaning of business communication can be an influence. This influence can be positive or negative.

8. Types of Communication People communicate with each other in a number of ways that depend upon the message and its context in which it is being sent. Choice of communication channel and your style of communicating also affects communication. So, there are variety of types of communication. Types of communication based on the communication channels used  are: Verbal Communication Verbal communication refers to the the form of communication in which message is transmitted verbally; communication is done by word of mouth and a piece of writing. Objective of every communication is to have people understand what we are trying to convey.  In verbal communication remember the acronym KISS (keep it short and simple). When we talk to others, we assume that others understand what we are saying because we know what we are saying. But this is not the case. usually people bring their own attitude, perception, emotions and thoughts about the topic and hence creates barrier in delivering the right meaning. So in order to deliver the right message, you must put yourself on the other side of the table and think from your receiver’s point of view. Would he understand the message? how it would sound on the other side of the table ? Verbal Communication  is further divided into: Oral Communication: In oral communication, Spoken words are used. It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet. In oral communication, communication is influence by pitch, volume, speed and clarity of speaking . Advantages of Oral communication are: It brings quick feedback. In a face-to-face conversation, by reading facial expression and body language one can guess whether he/she should trust what’s being said or not. Disadvantage of oral communication In face-to-face discussion, user is unable to deeply think about what he is delivering, so this can be counted as a

9. Written Communication: In written communication, written signs or symbols are used to communicate. A written message may be printed or hand written. In written communication message can be transmitted via email, letter, report, memo etc. Message, in written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the language used . Written Communication is most common form of communication being used in business. So, it is considered core among business skills. Memos , reports, bulletins, job descriptions, employee manuals, and electronic mail are the types of written communication used for internal communication. For communicating with external environment in writing, electronic mail, Internet Web sites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases are used . Advantages of written communication includes: Messages can be edited and revised many time before it is actually sent. Written communication provide record for every message sent and can be saved for later study. A written message enables receiver to fully understand it and send appropriate feedback. Disadvantages of written communication includes: Unlike oral communication, Written communication doesn’t bring instant feedback. It take more time in composing a written message as compared to word-of-mouth. and number of people struggles for writing ability. Nonverbal Communication Nonverbal communication is the sending or receiving of wordless messages. We can say that communication other than oral and written, such as  gesture ,  body language ,  posture ,  tone of voice  or  facial expressions , is called nonverbal communication.  Nonverbal communication is all about the body language of speaker. Nonverbal communication helps receiver in interpreting the message received. Often, nonverbal signals reflects the situation more accurately than verbal messages.  Sometimes nonverbal response contradicts verbal communication  and hence affect the effectiveness of message .

10. 3 elements : Appearance Speaker: clothing, hairstyle, neatness, use of cosmetics Surrounding: room size, lighting, decorations, furnishings Body Language facial expressions, gestures, postures Sounds Voice Tone, Volume, Speech rate Types of Communication Based on Purpose and Style Based on style and purpose, there are two main categories of communication and they both bears their own characteristics. Communication types based on style and purpose are: Formal Communication: In formal communication, certain rules, conventions and principles are followed while communicating message.  Formal communication occurs in formal and official style . Usually professional settings, corporate meetings, conferences undergoes in formal pattern. In formal communication, use of slang and foul language is avoided and correct pronunciation is required . Authority lines are needed to be followed in formal communication. Informal Communication: Informal communication is done using channels that are in contrast with formal communication channels. It’s just a casual talk. It is established for societal affiliations of members in an organization and face-to-face discussions. It happens among friends and family.  In informal communication use of slang words, foul language is not restricted . Usually. informal communication is done orally and using gestures. Informal communication, Unlike formal communication, doesn’t follow authority lines . In an organization, it helps in finding out staff grievances as people express more when talking informally.  Informal communication helps in building relationships.

11. 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 made in powerpoints by managers when doing a powerpoint presentation to a team of executives or seniors.

12. Importance of Communication in Business Social Communication : In the changing Business environment, every Organization is to keep close touch with different social organizations and citizen action groups in order to run the Business activities smoothly and Business Communication helps the organizations in establishing social relationships with various quarters. Development of Managerial Efficiency : Management is to depend on Communication to perform its functions, such as planning, organizing, directing, controlling, motivating and co-coordinating. The  success of Management  largely depends upon its capacity to get the things done properly by the employees. Management uses motivational tools through communication to influence the performance of employees. Thus the efficiency of Management is upgraded by Business Communication. Achievement of Targets : Every Business Organization accumulates its efforts to carry out certain goals or targets. Proper  Communication  system encourages the employees of every level by providing relevant information, instructions and directions. It helps the Management to make the employees committed towards the attainment of organizational objectives. Co-ordination : In this age of specialization, there are various departments in an organization like planning, production, marketing, administration etc. If these departments do not communicate with one another as well as with the Management, there will be no co-ordination among them. For example, when production is fully geared up, the storage department may report shortage of raw materials due to lack of co-ordination. So,  Business Communication  is inevitable in the organization for brining co-ordination among the various departments. Linking between Central and Branch Offices : Large organizations have a number of branches within the country or even abroad. The central or head office is considered as the nerve center of the company. The center office must be informed about the activities of branch offices and the branch offices must be well acquainted with the activities at the center and only an efficient and Effective Communication network can manage the link between the center and the branches. Preparing and Execution of Plans : Plans are made to perform the Business activities efficiently and planning requires gathering necessary information.  Business Communication  helps collecting the relevant data from different sources. After the plan has been prepared, it requires implementation and communication plays vital role in the execution of plans by circulating them among the officers and employees and by giving them necessary directions .

13. Making Decision : In the volatile business world, businessmen are to take decisions in different areas and proper decision making requires exact information.  Business Communication  helps the business people to take proper decision by supplying right information to the right people at the right time. Mutual Understanding and Co-operation : Effective Communication between the Management and the employees helps to bring about an atmosphere of mutual trust and confidence. If the employees know exactly what is expected from them and if the Management is aware of the potentialities and limitations of the employees both sides will get better returns. So, Effective Business Communication is a must for promoting a spirit of understanding and co-operation . Raising Employee Morale : Morale is the individual and collective spirit and moral condition of employees with regard to discipline and confidence. Low morale makes the employees idle and frustrated. Management always tries to raise the morale of employees through  Business Communication   so that they think that they are important for the organization. Publicizing Goods and Services : Communication helps any organization in publicizing its products and services among the actual and potential customers. Newspapers, Radio, Cinema Slides, Neo Sign, and Television etc carry out the information of products and services as Business Communication media. Exchange of Information : Exchange of information between and among various parties is an important function of Business Communication. A business organization links with its partners and with other groups active in the society through effective  Communication . Communication also facilitates the exchange of news and views between Management and employees. So its importance in the organization is essential. Elimination of Rumors : In an organization there are different types of people. Sometimes there may be rumors or fake information may be leaked out that creates unrest among employees. If there is well-established  Business Communication  system, Management can always keep in touch with the employees about every modify in the organization that reduces the rumors. On or after the above discussion, If can be said that no Business Organization can run its behavior effectively and efficiently without a proper communication system. It is considered as the nervous system of organization, with which organization can never reach at its desired goals. So,  the importance of communication in business  is undoubtedly inevitable.

14. Communication Barriers: There are many reasons why interpersonal communications may fail. In many communications, the message may not be received exactly the way the sender intended and hence it is important that the communicator seeks feedback to check that their message is clearly understood. The skills of Active Listening, Clarification and Reflection, which we will discuss shortly, may help but the skilled communicator also needs to be aware of the barriers to effective communication. There exist many barriers to communication and these may occur at any stage in the communication process. Barriers may lead to your message becoming distorted and you therefore risk wasting both time and/or money by causing confusion and misunderstanding. Effective communication involves overcoming these barriers and conveying a clear and concise message.  Some common barriers to effective communication include : The use of jargon. Over-complicated or unfamiliar terms. Emotional barriers and taboos. Lack of attention, interest, distractions, or irrelevance to the receiver. Differences in perception and viewpoint. Physical disabilities such as hearing problems or speech difficulties. Physical barriers to non-verbal communication. Language differences and the difficulty in understanding unfamiliar accents. Expectations and prejudices which may lead to false assumptions or stereotyping. People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions. Cultural differences. The norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings. A skilled communicator must be aware of these barriers and try to reduce their impact by continually checking understanding and by offering appropriate feedback. 

15. Barriers to Communication by Category Language Barriers  Clearly, 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. As nurses, we are especially prone to making this mistake. We must remember to use language that can be understood by the receiver.  Psychological Barriers  The psychological state of the receiver will influence how the message is received. For example, if someone has personal worries and 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. 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 about saying how they really feel, or read negative sub-texts into messages they hear.  Physiological Barriers  Physiological barriers may result from the receiver’s physical state. For example, a receiver with reduced hearing may not grasp the entirety of a spoken conversation, especially if there is significant background noise.  Physical Barriers  An example of a physical barrier to communication is geographic distance between the sender and receiver(s). Communication is generally easier over shorter distances as more communication channels are available and less technology is required. Although modern technology often serves 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.  Attitudinal Barriers  Attitudinal barriers are behaviors or perceptions that prevent people from communicating effectively. Attitudinal barriers to communication may result from personality conflicts, poor management, resistance to change, or a lack of motivation. Effective receivers of messages should attempt to overcome their own attitudinal barriers to facilitate effective communication.

16. Overcoming Barriers Most of the above mentioned barriers can be overcome by the skilled communicator. Obviously, bridging gaps in geography and communicating through disabilities are a topic for a different discussion. Below, we will look at some tools that can be used to bridge barriers in everyday communications.  Active Listening  Active listening is a skill that can be acquired and developed with practice. However, this skill can be difficult to master and will, therefore, take time and patience. 'Active listening' means, as its name suggests, actively listening. That is fully concentrating on what is being said rather than just ‘hearing’ the message of the speaker. Active listening involves listening with all senses. As well as giving full attention to the speaker, it is important that the ‘active listener’ is also ‘seen’ to be listening - otherwise the speaker may conclude that what they are talking about is uninteresting to the listener. By providing this 'feedback' the person speaking will usually feel more at ease and therefore communicate more easily, openly and honestly. There are both verbal and non-verbal cues that convey active listening. Non-verbal signs include smiling (if appropriate), making eye contact, nodding at appropriate times, and avoiding distractions. Theses non-verbal cues convey the message that you are interested in what the speaker has to say, and that your attention is fully invested. Offering verbal signs of active listening can also be useful. Reflecting on something the speaker has said by asking a clarifying question is a terrific way to do this. Paraphrasing involves finding slightly different words to repeat the main idea of the speaker, and is also great way to show active listening.  Use Simple Language  It’s important to remember the audience that you’re speaking to, and use language that can be easily understood. Avoid using medical terminology or jargon when speaking to clients and their families. People are often intimidated by such language, and can be afraid to admit that they don’t understand the message being delivered. An important tool to use when speaking is to pause occasionally and ask questions to ensure that your message is being understood as intended. You may also allow the listener to ask questions to clarify any points.  Give Constructive Feedback  Remember that feedback was part of the communication chain we looked at on the first page. While the feedback that you give the speaker/sender may occasionally be negative, it is important that it be constructive in nature. The intent of the feedback should be to further the abilities of the speaker. This will strengthen the interpersonal relationship, and enhance future communications. Summary As living beings, we need to express and understand the expressions of others. Like it or not, human society thrives on communication. Civilizations have risen and fallen based upon how good they were at maintaining sound relations with the rest of the world. Communication is, indeed, the very lubricant that makes the machinery of human relations function smoothly. Therefore, the significance of communication cannot and should not be underestimated. Sometimes, difficult situations in life can be resolved by just sitting down and talking it out. Similarly, most personal, professional and social disasters can be averted by maintaining clear, appropriate and unambiguous communication. All we need is some effort on our part to identify and avoid barriers to effective communication to make our lives and the lives of those around us better.