ARMY INSTITUTE OF BUSINESS

ADMINISTRATION
Jalalabad Cantonment, Sylhet.
Programme : BBA
Course Code: BUS 1201
Course Title : Business Communication

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 What is communication?
Communication is the process of exchanging
information, data, ideas and opinions.
OR
Communication is the art of transmitting information,
ideas and attitudes from one person to another.
Communication is the process of meaningful
interaction among human beings.

Common forms of communication

include speaking, writing, gestures,
touch and broadcasting.

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Business Defined

Any legal activity undertaken for the sake of

generating profit and satisfaction is called
business .
OR
BUSSINESS is the activity of making, buying,
selling or supplying of goods and services for
money.

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Business Communication defined

Business Communication is the communication

that facilitates business deals/activities in and
out side of the organization.
OR
Business communication is the communication
required in order to make business deals.

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What is communication process?

“Transmission of a message from a sender to a

receiver in an understandable manner.”

• The communication process is a guide toward realizing

effective communication.
• Effective communication leads to understanding.

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The Process of Communication

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 Elements of the Communication Process
The sender
Encoding
The message
The channel
Decoding
The receiver
Noise
Feedback
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 Communication Process Model

Sender: originates a communication

message

Receiver: destination of the communication

Encoding: sender changes thoughts into

symbols

Decoding: receiver assigns meaning to

symbols
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 Communication Process Model
Message: idea, thought, feeling or
opinion to be communicated (clear or
unclear)

Channel: medium through which the

message travels from sender to
receiver

Feedback: receiver’s response to the

message/indicates the message is 11
The Process of Communication

Verbally or
How may the
nonverbally. By
sender encode a
speaking, writing,
message?
gesturing.

What kinds of Letters, e-mail, IM,

channels carry memos, TV, telephone,
messages? voice, body.
The Process of Communication
How does a
Hearing, reading,
receiver decode a
observing
message?
When a message is
When is
understood as the
communication
sender intended it to
successful?
be.
How can a Ask questions, check
communicator reactions, don’t
provide for dominate the
feedback? exchange.
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 affect communication. So,
there are a variety of types of communication.

• Types of communication based on the communication

channels used are:
1. Verbal Communication
2. Nonverbal Communication

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 Verbal Communication
• Verbal communication refers to 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.
• Verbal Communication is further divided
into:
1. Oral Communication
2. Written Communication
1. Oral Communication
In oral communication, Spoken words are used. It includes face-to-
face conversations, speech, radio etc.

2. Written Communication
In written communication, written signs or symbols are used to
communicate. A written message may be printed or hand written or15
typed.
 Non Verbal 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 has the following three

elements:

1. Appearance
Speaker: clothing, hairstyle, neatness, use of
cosmetics.
Surrounding: room size, lighting, decorations,
furnishings
2. Body Language
facial expressions, gestures, postures
3. Sounds
Voice Tone, Volume, Speech rate 16
Main Forms of
Communication in Business
01.Internal Operational communication –
is the communicating done in conducting work within a
business. Such as giving orders, assembling reports,
and
writing mails.
02.External Operational communication-
is work related communication with people outside the
business. Such as personal selling, telephoning,
advertising,
and writing messages.
Both internal and external communications are
vital to business success.
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External Operational Audiences
Core business
Customers
Partners(suppliers,
(consumers,
contract workers,
The
manufacturers,
government)
shippers,
distributors…..)

Company Industry Partners

(competitors, similar
Public Groups businesses,lobbists…)
(Community groups,
citizen groups,
non-governmental Regulatory Agencies
organizations, school (The government, trade alliances,
and foundations……) union officials, national and
international legal experts …..)

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Main Forms of
Communication in Business
3.Personal communication-
Consists of non-business related exchanges of
information and feelings among people.

• The kind of personal communication

allowed and encouraged in the company
affects employee attitudes and attitudes
affect performance.
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 Communication Networks
Formal Network
Established by the organization and transmit messages that are related
to the professional activities of members.

Informal Network-
Used to transmit personal or social messages in the organization.
These informal channels are spontaneous and emerge as a response

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The Formal and Informal Communication Networks
in a Division of a Small Manufacturing Company
Department
Manager

Supervisor Supervisor

Black Solid Lines = Formal Network

Blue Dashed Lines = Informal Network (at a moment in time, for they change often)
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Direction of
Communication

Upward Downward Lateral

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Downward Channels

passing information from superior to

subordinate to-
• give job instructions
• bring about understanding of the job
• provide information about procedures
• provide feedback about performances of
subordinates

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Upward Channels
Enable subordinates to convey information
to their superiors to-
• gain feedback and learn about problems that
affect efficiency,
• evaluate employee attitudes and perceptions

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Lateral Channels
conveying information between individuals and
units on the same hierarchical level for-
• the coordination of tasks
• sharing of information,
• problem solving
• conflict resolution

This type of communication is persuasive and

suggestive rather than directive or authoritative

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 Informal Channels: grapevine

B
message
Single-strand: Each
person recieves
information message
A
message
C
from one person and
passes it on to one more
A

Gossip: one individual B C D

passes
the news to all others

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Grapevine Characteristics

Informal, not controlled by management.

Perceived by most employees as being more believable and
reliable than formal communications.
Largely used to serve the self-interests of those who use it.

Results from:
 Desire for information about important situations
 Confusing conditions
 Conditions that cause anxiety

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Communication skills are essential
for?

Job placement
Job performance
Career advancement
Success in the new world of work

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Communication Skills:

Your ticket
to work...

OR

Your ticket out the door!

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 Importance of communication
Importance of Communication in the Workplace
• Communication is important in a workplace setting because people must
interact with one another in ways that will get the job done quickly and
effectively.

"Communication is really all anyone ever gets paid for ultimately...and if you
cannot effectively communicate...you will PAY...not get paid..." -- Doug Firebaugh

Importance of Communication in Leadership

• It is simply impossible to become a great leader without being a great
communicator.

"The art of communication is the language of leadership." — James Humes

Good Leaders, Good Communicators.

Significance of Communication in Relationships

• Definitely, communication plays the main role in establishing relationships.
• Communication is important in relationships as it allows us to share interests,
aspirations and concerns, to support each other, to organize our lives and make
decisions, and to work together.
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 Purpose of business communication

Inform
Instruct
Sharing of information
Motivating Workers
Leading the Organization
Control
Management

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Factors Affecting the Communication in a
Business

Nature of the business

Operating plan
Business environment
Geographic dispersion
People
Company culture

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BARRIERS TO EFFECTIVE COMMUNICATION
1.Wrong choice of medium

2.Physical barriers
• Noise
• Time and distance

3. Semantic barriers
• Interpretation of words
• Bypassed instructions
• Denotations and
• connotations

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BARRIERS TO EFFECTIVE COMMUNICATION
4. Different comprehension of reality
• Abstracting (concentrate on some details and omit other)
• Slanting (judging the whole by a part)
• Inferring (drawing conclusions on the basis of assumptions )

5. Socio-psychological barriers
• Attitudes and opinions
• Emotions
• Closed mind
• Status Consciousness
• The source of communication
• Inattentiveness

6. Unsolicited communication
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Overcoming barriers to communication
01.Improving Individual and Socio-psychological Barriers

I. Recognizing the Receiver’s Personal Factors

II. Following up
III. Creating Credibility
IV. Adopting Special Care
V. Being Free from Emotional State
VI. Repeating Message
VII. Removing Causes of inattentiveness
VIII.Ensuring Voluntary Participation to Change
IX. Being Free from Status Consciousness
X. Avoiding Assumptions
XI. Listening Effectively
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Overcoming barriers to communication
02.Overcoming organizational Barriers

I. Shortening Levels of Management

II. Giving up Egotistic personality Feelings
III. Determining Policy
IV. Minimizing Bypassing
V. Recognizing the Structure
VI. Clear Definition

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Overcoming barriers to communication
03.Improving Language Barriers

I. Using Appropriate Languages

II. Avoiding Local Dialect
III. Using Single Language
IV. Simplifying Languages
V. Appropriate Encoding

04. Being Careful

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Overcoming barriers to communication
05.Regulating Information Flow

I. Eliminating Environmental Stimuli

II. Use Memory Aids
III. Delegate Tasks
IV. Prioritize Communication
V. Eliminating Redundancy
VI. Try to Relax

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Overcoming barriers to communication

06.Utilizing feedback

07. Selecting Appropriate Channel

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