SHEATGROUPOFINSTITUTIONS,

BABATPUR,VARANASI

BUSINESS
COMMUNICATION
UNIT-1
BYMS.AAYUSHEEKESHARI
(SCHOOLOFBUSINESS)
ASSISTANTPROFESSOR
 UNIT-1(NOTES)

COMMMUNICATION

Communication is the sending and receiving of information and

can be one-on-one or between groups of people, and can be
face-to-face or through communication devices. Communication
requires a sender, the person who initiates communication, to
transfer their thoughts or encode a message.

What is Communication?
Communication can be defined as a process of sending and receiving specific messages either
through verbal communication or non-verbal communication. For example, every time you send a
message to your friend, and he replies with feedback, it comes under communication. Although it looks
simple; however, it can be highly complicated and is influenced by several factors.

The communication method mainly involves two types of communication; oral and speech. Note
communication is always two-way, where thoughts, opinions, and feelings are shared between two or
more than two individuals.

Types of Communication
Mainly, there are four types of communication. These include-
● Verbal communication – In verbal communication, a person speaks to another person to
convey a piece of information or a message. Verbal communication is the most preferred and
effective way to conduct a conversation. It is usually practised daily while giving presentations,
phone calls, one-to-one discussions, video conferences, and meetings.
● Nonverbal communication – Nonverbal communication can be defined as using body
language to pass on messages effectively. It includes hand movements, facial expressions,
body gestures, etc. The most common example of non-verbal communication is shaking hands.
This type of communication is implied both deliberately and non-deliberately.
● Written communication – Written communication mainly covers writing, typing, symbols,
printing, letters, and so on to transfer a piece of information. Written communication is used to
maintain records.
● Visual communication – Visualising is another form of communication that includes
charts, graphs, photographs, or drawings to deliver a message or convey information. It is
mainly used during presentations in offices and written and verbal communication.

Process of Communication
The communication process involves a variety of steps that mainly has three recipients. Sender,
recipient, and message. Here is the complete communication process-

● Sender – The first component is the sender, who passes the message to the recipient. In
simple terms, he is the one who starts the conversation.
● Encoding – In this process, the sender encodes his feelings or opinions into words or
chooses any non-verbal means for translating his feelings.
● Message – The message is the body which can either be an idea, truth, feelings,
knowledge, or opinion. The sender encodes the message.
● Communication channel – In this stage, the sender chooses a medium through which
they want to pass on the message.
● Receiver – Now, the receiver receives the message sent by the sender.
● Decoding – In this step, the receiver tries to understand what the sender wants to
convey by decoding the message.
● Feedback – The last step of the entire communication process is the feedback where
the receiver has received and understood the message and is now ready to answer back.

Importance of Communication
Without communication, working in an organisation would not be easy. Here, we have listed several
points that reflect the importance of communication. Let’ s have a look-

● Increases efficiency – Without a doubt, efficient communication increases managerial

efficiency. Without communication, nothing can happen in an organisation. Hence, it can be
said a manager’ s efficiency can be measured with his ability to communicate.
● Facilitates coordination – Communication promotes exchanging ideas, bringing
harmony and purpose that facilitates coordination.
● A smooth organisation working – Experts believe communication acts as a lubricant to
foster smooth organisation. Hence, it can be said that a lot depends on communication quality
when it comes to organisation and life in general.
● Easy decision-making – Communication plays a significant role in making decisions and
planning for the future. It allows management to store information easily; else, it would be
nearly impossible to make any reliable decision.
●

CHARACTERISTICS OF COMMUNICATION
Key Characteristics:
Clarity:
Messages should be easy to understand, avoiding ambiguity and
ensuring the receiver comprehends the sender's intent.
Conciseness:
Information should be presented in a brief, focused manner, avoiding
unnecessary words or details.
 Correctness:
Accuracy in information, proper grammar, and correct terminology are
crucial for building trust and credibility.
Completeness:
Providing all necessary information ensures the receiver has a full
understanding of the message.
Coherence:
Structuring messages logically, with parts connecting and supporting
the overall point, promotes understanding.
Consideration:
Communicating with empathy, taking the audience's needs, feelings,
and perspectives into account, builds positive relationships.
Courtesy:
Maintaining politeness and respect throughout communication,
regardless of the situation, fosters a positive and respectful
environment.

NETWORK OF COMMUNICATION

What are the different networks of communication?

There are two forms of communication networks formal and informal communication networks. Unlike
the informal networks that mostly occur in any direction and between different individuals of different
status and roles, formal communication is shaped by hierarchy, technology systems, and official
policies. Following are the various networks of communication (formal) that are employed by a majority
of the organisations-
● Wheel Network – In this network of communication, the leader of the organisation or the
supervisor possesses the key function to pass on the information to the employees in the
organisation. In other words, the leader acts as the mediator between the employees. The
position or role of the leader may vary depending on the scenario. The Wheel Network
compares the leader to the bright light in the middle of the Ferris wheel. Abiding by the concept
of wheel network and the leaders’ role in communicating messages being integral to the
functioning of the company, it is imperative that the individual is fully aware of his primary roles
and responsibilities. In the organisation, this individual is the centralised figure and is entrusted
with the major responsibilities of handling and making complex business operations and
decisions. However, wheel networks can be applied to only small-scale organisations and not
to the vast multinational corporations containing a large number of employees.

● Chain Network – Unlike in Wheel Network, employees in a chain network communicate

in a set sequence. The communication, in this case, begins from the top of the CEO and gets
percolated down to the employees holding different positions. This communication network
has been compared to a chain where the information has to go down the hierarchy before
hitting bottom (clerk). The rigid hierarchical nature of this form of communication network is
evident in the non-existence of any form of direct communication between the higher
authorities (for example, CEO) and the employees holding a perceived lower position (such as
the clerk).

● Circle Network – In a circle communication network, the information does not flow
vertically like that of the Chain Networks. These kinds of communication generally take place in
business meetings where the managers communicate with the employees on both sides in a
physical space. The information is equally shared amongst all the employees in a circular form.
Here, the information to the employees sitting furthest away from the manager is passed on by
the employee sitting next to him/ her and not by the authority (in this case, the manager). In
other words, contribution in communication, in this case, is determined by the physical
proximities of the employees.

All Channel Networks – This is considered as the most egalitarian communication network where

communication flows upward, downward, and laterally amongst all members of the groups. Unlike the
Wheel and Chain Network, all the employees in this network of communication interact freely with the
other members. There are no specific rules concerning the dissemination of information and also
regarding the figures on whom this responsibility would be delegated. As a result, all the information
flowing through this method of communication is authentic, and there are minimal chances of
miscommunication. An example of all-channel communication is a departmental/ grocery store where
all the managers hold the same position pass on information amongst one another.

Conclusion

The networks of communication play a major role in the smooth functioning of the organisations, and
they also define the company’ s policies as well as the status of the employees. The different
networks of communication are a testimony to that.

BARRIERS OF EFFCTIVE COMMUNICATION

Effective communication faces various barriers that can hinder the
smooth transfer of information. These barriers can be physical,
psychological, cultural, or even relate to the way information is presented.
Understanding these barriers is crucial for improving communication in
any setting.
Common Barriers to Effective Communication:
Physical Barriers:
These relate to the physical environment and can include noise,
distance, inadequate lighting, or uncomfortable temperatures.

Psychological Barriers:
These involve factors like stress, emotional states, attitudes, and biases,
which can affect how information is received and interpreted.
 Cultural Barriers:
Differences in cultural norms, values, and communication styles can
lead to misunderstandings and misinterpretations.

Language Barriers:
These can include differences in languages, dialects, or the use of
jargon that is not understood by the receiver.

Organizational Barriers:
These relate to the structure, rules, and regulations of an organization,
which can hinder the free flow of communication.

Perceptual Barriers:
These involve differences in how individuals perceive and interpret the
same information, often due to personal biases or preconceived notions.

Technological Barriers:
These can include issues with technology, such as poor internet
connections or outdated software, which can interfere with
communication.

Information Overload:
Having too much information at once can overwhelm the receiver,
making it difficult to process and understand the message.
Lack of Feedback:
Without adequate feedback, the sender may not know if the message
was received and understood, which can lead to misunderstandings.
Poor Listening Skills:
Active listening is crucial for effective communication, and a lack of it
can lead to missed information or misinterpretations.

ROLE,EFFECTSANDADVANTAGESOFTECHNOLOGYINBUSINESS
COMMUNICATION

● EMAIL
● TEXTMESSAGING
● INSTANTMESSAGING

EMAIL
Email offers numerous advantages, from cost-effective and instant
delivery to global accessibility and seamless file sharing. Its
scalability, security features, and automated workflows further
increase its utility as a powerful communication tool for both
personal and professional use
Role:
Communication:
Email facilitates instant and widespread communication, enabling
individuals to send and receive messages across the globe.
Collaboration:
It allows teams to coordinate efforts, share information, and work
together on projects effectively.
File Sharing:
Email makes it easy to share documents, images, and other files with
recipients.
Record Keeping:
Emails serve as a digital record of conversations and shared
information, making it easy to track communication and reference past
exchanges.
Professional Use:
It's widely used for business communication, job applications, and
official correspondence.
Effects:
Increased Efficiency:
Email's speed and ease of use have significantly improved productivity
by reducing the time spent on traditional communication methods.
Reduced Costs:
Compared to traditional mail or phone calls, email is a cost-effective
way to communicate.
Environmental Benefits:
By reducing the need for paper and physical mailing, email contributes
to a more sustainable approach to communication.
Increased Productivity:
 The ability to send and receive messages instantly, and to share
information quickly, can boost productivity.
Enhanced Collaboration:
Email facilitates collaboration by enabling teams to share information
and coordinate activities efficiently.
Advantages:
● Speed and Efficiency: Emails are sent instantly, and recipients can
read and respond quickly.
● Cost-Effectiveness: Email is a cheap and accessible way to
communicate, regardless of distance.
● Global Accessibility: Email allows individuals to connect with others
anywhere in the world.
● Convenience: Emails can be sent and received anytime, anywhere,
and they are stored until the recipient is ready to read them.
● Record Keeping: Email provides a record of communication,
making it easy to track conversations and reference past exchanges.
● File Sharing: Email makes it easy to share documents and other
files with recipients.
● Environmental Benefits: Email reduces the need for paper and other
mailing materials, contributing to a more sustainable environment.
● Automated Processes: Email can be automated, streamlining
processes like customer support and email routing.

TEXT MESSAGING

Text messaging plays a significant role in personal and business

communication, offering numerous advantages and potentially leading
to both positive and negative effects. Its primary roles include facilitating
quick and convenient communication, serving as a reliable and
cost-effective means of information exchange, and enhancing customer
engagement. However, texting can also have drawbacks, such as the
potential for misinterpretation, social disruption, and even safety
concerns.
Role of Text Messaging:
Instant Communication:
Texting provides a rapid and direct way to send and receive messages,
making it ideal for urgent or time-sensitive information.
Convenience and Accessibility:
Text messaging is accessible on virtually all mobile devices, eliminating
the need for internet access or app downloads.
Cost-Effectiveness:
Sending text messages is generally less expensive than phone calls or
other forms of communication.
Personalization and Engagement:
Businesses can use texting to personalize messages, engage with
customers, and build stronger relationships.
Marketing and Promotion:
Text messaging can be used for marketing campaigns, promotions, and
customer notifications.

Effects of Text Messaging:

Positive Effects:
 Improved communication and engagement: Texting can foster
quicker and more frequent communication, leading to better customer
relationships and increased engagement.
Enhanced customer service: Businesses can use texting to provide
prompt and convenient customer support, resolving issues and addressing
inquiries efficiently.
Increased efficiency: Text messaging can streamline
communication processes, saving time and resources for both businesses
and individuals.

INSTANTMESSAGING
Instant messaging (IM) facilitates real-time communication, enhances
collaboration, and provides cost-effective solutions for both individuals
and businesses. Its advantages include instant communication,
improved efficiency, enhanced team dynamics, and cost savings. The
effects of IM can be positive, fostering better communication and
collaboration, but also negative, potentially leading to distractions or
privacy concerns.

Role of Instant Messaging:

Real-time communication:
IM allows for immediate interaction, facilitating quick updates and
feedback.
Enhanced collaboration:
 It enables teams to work together seamlessly, sharing information and
coordinating efforts in real-time.
Cost-effective solution:
IM reduces the need for phone calls and physical meetings, leading to
cost savings.
Improved efficiency:
It allows for quicker resolution of questions and tasks, improving overall
efficiency.

Effects of Instant Messaging:

Positive:
Improved communication: IM fosters better communication and
reduces misunderstandings.
Enhanced productivity: Quick access to information and instant
communication can lead to increased productivity.
Stronger team dynamics: IM can help build trust and foster
positive relationships among team members.
● Negative:
Distractions: Constant notifications and messages can be
disruptive and lead to distractions.
Privacy concerns: Conversations can be easily accessed by others,
raising privacy concerns.
Security vulnerabilities: Chat software can be vulnerable to
security breaches.
Advantages of Instant Messaging:
● Instant communication: IM allows for immediate and direct
communication, saving time and effort.
● Improved efficiency: It streamlines communication processes and
enables quicker resolution of issues.
● Enhanced collaboration: IM facilitates seamless teamwork and
knowledge sharing.
● Cost savings: It reduces the need for phone calls and travel, leading
to cost savings.
● Accessibility and mobility: IM allows users to communicate from
anywhere with an internet connection.
● Improved communication quality: The interactive nature of IM
mimics face-to-face interactions, improving communication quality.

MODERNTECHNIQUES
● VIDEOCONFERENCING
● SOCIALNETWORKING

VIDEOCONFERENCING

Video conferencing is a live, visual connection between two or

more remote parties over the internet that simulates a face-to-face
meeting. Video conferencing is important because it joins people
who would not normally be able to form a face-to-face connection.
Video conferencing is a technology that enables real-time, face-to-face
communication between two or more people in different locations. It
uses video and audio to simulate a live meeting, allowing participants to
see and hear each other over the internet. This technology is widely used
for business meetings, remote collaboration, and even personal video
calls.
Key aspects of video conferencing:
Real-time communication:
Participants can interact and communicate with each other in real-time,
as if they were in the same room.
Visual and auditory connection:
The technology provides both video and audio, allowing participants to
see and hear each other clearly.
Remote collaboration:
Video conferencing facilitates collaboration between individuals or
teams in different locations, even across countries.
Cost and time savings:
It can significantly reduce travel expenses and time spent on physical
meetings, making it a more efficient way to connect.
How it works:
Video conferencing typically involves using a computer with a webcam
and microphone, along with a video conferencing software or
platform. These platforms use the internet to transmit video and audio
data between participants. Some popular platforms include Zoom,
Microsoft Teams, and Google Meet.
Benefits of video conferencing:
Increased accessibility:
It allows for meetings and collaborations regardless of geographic
location.
Improved communication:
Visual cues and non-verbal communication are possible, enhancing the
understanding and interaction between participants.
Cost and time savings:
It reduces travel expenses and time spent commuting, making it a more
efficient and cost-effective way to connect.
Enhanced collaboration:
Facilitates teamwork and collaboration between individuals or teams in
different locations.

SOCIALNETWORKING

Social networking involves using online platforms to build social

connections and relationships with others. It allows individuals to
connect with friends, family, colleagues, and others based on shared
interests or backgrounds. These platforms facilitate communication,
information sharing, and the formation of social networks.
Here's a more detailed breakdown:
Key Aspects of Social Networking:
Online Platforms:
Social networking typically occurs on websites or apps designed for
social interaction.
Connecting with Others:
 Users create profiles, share information, and interact with other users,
often based on shared interests or connections.
Building Social Networks:
These platforms enable users to build and maintain social connections,
which can range from casual acquaintances to close relationships.
Communication and Sharing:
Social networking allows for instant communication, sharing of content
(text, photos, videos), and engagement with others' posts.
Diverse Purposes:
Social networking can be used for personal connections, professional
networking, sharing information, and promoting businesses.
Examples of Social Networking Services:
● Facebook: A platform for connecting with friends, family, and others.

● X (formerly Twitter): A platform for sharing short messages and

engaging in discussions.
● Instagram: A platform for sharing photos and videos, often with a
focus on visual content.
● LinkedIn: A platform for professional networking and job searching.
● TikTok: A platform for sharing short-form videos.
Significance of Social Networking:
Maintaining Connections:
Social networking helps individuals stay connected with people they
may not see regularly.
Sharing Information:
These platforms provide a way to share news, opinions, and
experiences with a wider audience.
Professional Development:
Social networking can be used for professional networking, job
searching, and finding mentors.
Business Growth:
Businesses use social networking to reach target audiences, promote
products, and build brand awareness.
In essence, social networking is a powerful tool for connecting with
others, sharing information, and building online communities.

STRATEGIC IMPORTANCE OF E-COMMUNICATION

E-communication, or electronic communication, is strategically

important because it facilitates rapid, cost-effective, and globalized
information exchange. It enables businesses to quickly respond to
market changes, build relationships with customers and partners
worldwide, and reduce overhead associated with physical
communication.
Speed and Efficiency:
E-communication allows for instant message transmission, significantly
speeding up decision-making and response times compared to
traditional methods like mail. This is crucial for businesses operating in
dynamic environments, allowing for quick adaptation to changing
conditions.
Cost-Effectiveness:
Electronic communication eliminates costs associated with printing,
mailing, physical storage, and sending information across
locations. This makes it a more financially viable option for
organizations, similar to how online booking systems streamline
operations for businesses.
Global Reach:
E-communication facilitates seamless cooperation with clients,
partners, and employees across geographical boundaries. This is vital
for businesses with international operations or collaborations.
Record Keeping:
E-communication creates a digital record of conversations, making it
easier to track discussions, search for specific information, and
maintain records for auditing purposes.
Enhanced Collaboration:
E-communication tools like email, video conferencing, and instant
messaging facilitate better collaboration among teams and individuals,
fostering a more connected and productive work environment.
Wide Coverage:
Electronic communication, like the internet, allows for communication
around the globe with minimal delay, effectively bridging distances and
fostering global connections.
Diverse Media Integration:
E-communication allows for the combination of various media formats,
including text, graphics, sound, and video, enriching the communication
experience and making it more engaging.

Strategic Messaging:
E-communication provides a platform to build and maintain strong
relationships with key stakeholders, build trust, and promote
transparency and accountability, which are all crucial aspects of
effective strategic communication.
Digital Footprint:
Electronic communication leaves a digital trace, which can be valuable
for tracking conversations, searching for information, and maintaining
records for legal or auditing purposes.
Building Relationships:
E-communication can be used to engage with clients, partners, and
employees in a way that builds trust, enhances understanding, and
fosters stronger relationships, which is key to strategic success.