Business Communication

Business Communication
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY ANANTAPUR

MBA II Semester L T P C
2002
(17E00207) BUSINESS COMMUNICATION
The objective of this Course is to understand the communication concepts and to develop the
students’ competence in communication at an advanced level. Assuming that the students are fairly
proficient in the basic communication skills of listening, speaking, reading and writing in English the
course aims to train them in communicating efficiently in the workplace and professional contexts.
1. Concept of Communication – Significance, Scope – Communication Process – Essentials
of good communication – Channels of Communication – Formal, Informal Communication –
Upward, Downward, Horizontal Communication.
2. Types of communication: Verbal – Oral Communication: Advantages and Limitations
of Oral Communication, Written Communication – Characteristics, Advantages &
Limitations Non verbal Communication: Sign language – Body language – Kinesics –
Proxemics – Time language and Hepatics: Touch language.
3. Interpersonal Communication: Communication Styles, Managing Motivation to
Influence Interpersonal Communication – Role of emotion in Inter personal Communication.
4. Barriers of Communication: Types of barriers – Technological – Socio-Psychological
barriers – Overcoming barriers, Types of listening.
5. Report writing – Formal reports – Writing effective letters – Different types of business
letters - Interview techniques – Communication etiquettes
Text Books:
• Business Communication, C.S.Rayudu, HPH.
• Business Communication, Meenakshi Raman, Oxford University Press.
References:
• Business communication, Shalini Varma, Vikas.
• Business Communication, Raymond V.Lesikar, Neeraja Pandit et al.,TMH
• English for Business Communication, Dr.T.M Farhatulla, Prism books Pvt. Ltd.
• Business Communications, Hudson, Jaico Publications
• Business communication for managers, Penrose, Raspbery, Myers, Cengage
• The Skills of Communication, Bills Scot, Gower publishing company Limited,
London.
• Effective Communication, Harward Business School, Harward Business Review No.1214.
• Essentials of Business Communication, Rajendra Pal, JS.Korlahhi, S.Chand
JYYOTHEESMV MBA, IRDA, ASST. PROFESSOR

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Unit – 1
Concept of communication
Process of Communication – Communication Process
The most basic form of communication is a process in which two or more persons attempt to
consciously or unconsciously influence each other through the use of symbols or words to
satisfy their respective needs. The communication process is dynamic, continuous,
irreversible, and contextual. It is not possible to participate in any element of the
communication process without acknowledging the existence and functioning of the other
elements. The communication process goes through several phases. Here is a description of
those phases.
1. The sender has an idea
Difficult to think of someone “trying to make common,” to communicate, if that person has
nothing to share. The intent of this phase is to start the process at a time when a sender
intentionally decides to send a message to someone else. So, the sender has an idea.
2. The sender encodes the idea
Human beings are not a telepathic breed. They do not transmit pure ideas from one’s brain to
another. Human beings have learned to transmit symbols, representations of their ideas.
These symbols are varied. Throughout the world, humans use a multitude of symbols to
represent their ideas. Some symbols are linguistic (verbal or written) code developed into
complex languages. Languages are many: the Morse code, the Braille language, the
American Sign Language, and all the spoken and dead languages of the world. Other symbols
are also in use to communicate: mathematical formulas, paintings, pictographs, hieroglyphs,
traffic signals, zip codes, baseball gestures signalling instructions from managers to players.

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3. The sender transmits the message
In order for the sender to transmit the encoded message, the sender has to choose a channel, a
medium through which to send the message. Senders can send information verbally or
nonverbally. In nonverbal communication, messages are sent through gestures, tone of voice,
use of space, etc. In verbal communication, messages are sent through speeches or through
documents. In all case, messages are sent through a variety of media such a telephones,
computers, papers, faxes, radios, videocassettes, DVDs, CDs, etc. Some channels are better
suited for some messages than others. A five-page memo is a poor choice for an invitation
to lunch
4. The receiver gets the message
Unless he or she has a hearing problem or he or she is affected by noises distorting the
reception of the message, the receiver receives the signal sent by the sender.
5. The receiver decodes the message
The receiver always decodes the message using his or her knowledge of the code used to
encode the message. A receiver with a poor knowledge of the language used will likely
decode the message poorly. A receiver trying to decode contradictory verbal and nonverbal
messages will likely decode the intended message incorrectly. The receiver chooses the code
he or she will use to decode the message..
6. The receiver send feedback to the sender
Using the same phases as the sender, the receiver send a message back to the sender
providing information on his or her level of comprehension of the message.
Noises or Barriers to Communication Process
Throughout the communication process, unintentional interference’s occur, distorting or

interrupting the process. These interference’s are called noises. Noises can be real noises,
auditory stimuli, like phones ringing, people talking, or street workers jack hammering.
Noises are also distractions like a streaker running across a stage during a commencement
address. Noises are distortions as well: static over a phone, solar flares altering a television’s
reception, or psychological illnesses modifying how people perceive the world.

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Communication without noises has yet to happen. Therefore, recognizing the sources of noise
and attempting to minimize its effect is essential to improving the efficiency of one’s
communication.
Elements of the Communication Process
Communication is a dynamic process involving a series of actions and reactions with a view
to achieving a goal. How does it work? Think that you are in conversation with your friend.
You are a sender or communicator, formulate (encode) an idea or message as best as you can,
and pass on the message to your friend, who to the best of his ability receives or acts on the
message (decode). He responds by formulating his own message and communicates to you
(feedback)
Elements of the Communication Process
The six elements of communication process are sender, message, encoding, channel, receiver,
and decoding.
Communicator
(sender or encoder) is the one who initiates the communication process. He may be an editor,
a reporter, a filmmaker, a teacher, a writer, a speaker, a leader or anybody who takes the
initiative to start a dialogue. Before one speaks or writes, the message is conceptualized first
and then encoded. An effective communication depends on the communication skill,
knowledge level, and attitude of the communicator and how he desires to affect his receiver

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Encoding is the formulation of messages in the communicator’s mind, that is,

the communicator not only translates his purpose (ideas, thoughts or information) into a
message but also decides on the medium to communicate his planned message. He must
choose the media (speaking, writing, signaling or gesturing) that the receiver can comprehend
well. For instance, an illiterate receiver will fail to understand a written message, but can
understand it well if told orally
A channel is the vehicle through which a message is carried from the communicator to the
receiver. The channels of communication are many-written, spoken, verbal, non-verbal, mass
media like TV, radio, newspapers, books, etc. choosing the appropriate channel, one most
suitable for the message as well as the receiver, is a complicated task. Success and failure of
communication depends on the selection of the right channel
The receiver, at the other end of the communication, is the recipient of the message and must
possess the same orientation as the communicator. If the receiver does not have the ability to
listen, to read, to think, he will not be able to receive and decode the messages in the manner
the communicator want him to. For effective communication, the receiver is the most
important link in the communication process.
Decoding is the interpretation of the message by the receiver. Actually, the receiver looks for
the meaning in the message, which is common to both the receiver and the communicator.
Feedback is the response or acknowledgement of receiver to the communicator’s message.

The exchange is possible only if the receiver responds. Even through fluttering eyelids,
raising an eyebrow, making a face, organizing a point and asking for explanation, the
message is shaped and reshaped by the communicator and the receiver until the meaning
becomes clear. In this way both participants in communication interact and constantly
exchange roles.
In face-to-face communication the receiver responds naturally, directly and immediately.

This provides the communicator an opportunity to improve and make his communication
effective. Feedback, thus, provides an opportunity to evaluate what is right or wrong about a
particular communication
Noise is an interruption that can creep in at any point of the communication process and make
it ineffective. Environment is one major cause that interferes with message reception: like

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noises from the roadside, constant chattering of individuals outside the communication act,
blaring loudspeaker, faulty transmission, etc. noise can occur in other forms also; poor
handwriting, heavy accent or soft speech, communication in a poorly lit room, etc. in fact,
these are barriers to effective communication. For smooth and effective communication, it is
necessary to eliminate or reduce noise as far as possible.
13 Essential of an Effective Communication System | Business Management

(1) Clarity of Information:
Commenting on the ‘communication realism’ Terry says that first essential of effective
communication is to ‘inform yourself fully’. It implies that first of all the communicator must
be clear in his mind with the information he wants to communicate. Communication should
always be in common and easily understandable language so that it may not be
misunderstood by the persons receiving it.
(2) Adequacy of Message:

The message to be communicated should be adequate and complete in all respects since
incomplete information turns out to be dangerous from the viewpoint of business. The
adequacy of information being transmitted depends upon the intellectual capabilities of
parties concerned.

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(3) Consistency of Message:

The message to be communicated should not be mutually conflicting rather it should be in
line with the overall objectives, policies, programmes and procedures of the organisation.
Self-contradictory messages always create chaos and confusion in the organisation which is
highly detrimental to the efficient running of the enterprise. If the message is amended from
the previous one, the fact should be clearly stated so that the chances of confusion can be
reduced.
(4) Feedback:
Feedback is an important method of ensuring effective communication. It refers to the
confirmation of the idea communicated whether the message has been understood by the
receiver in the same sense in which the sender makes or whether the recipient is agreed or
disagreed to the proposal of the communicator, makes it essential on the part of the sender to
confirm it from the receiver.
In case of face to face communication, it is easier to get feedback information observing the
emotions and expressions on the face of the receiver. But, for written communication, the
management should devise or evolve suitable means and ways for making communication
more effective.
(5) Understanding the Receiver:
Understanding is the main aim of communication. The communication must create proper
understanding in the mind of the receiver. Killian advised, “communicate with an awareness
of the total physical and human setting in which the information will be received.
Picture the place of work; determine the receptivity and understanding levels of the receivers;
be aware of social climate and customs, question the information’s timeliness. Ask what,
when and in which manner you would like to be communicated with if you were in a similar
environment and position.”

(6) Consultation:
It is generally desirable to consult others in planning communication. This will provide
additional insight and objectivity to the message. An important advantage of consultation will

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be that those who have been taken into confidence while planning communication will lend
active support.
(7) Determine Medium:

After having decided the subject matter it should be determined as to how best this message
is to be communicated. All aspects of oral or written communication must be carefully
examined.
(8) Tone and Content:

The communicator must be careful about the language he uses while speaking or writing. His
tone, expression and emotion will have a definite impact on the effectiveness or otherwise of
what he is trying to communicate.
(9) Timing and Timeliness:

Proper attention should be given to the timing and timeliness of the communication. The
same message will be received or responded differently by different individuals and groups at
one time and differently by the same individuals and groups at different times.
Even in an emergency one dare not overlook the situational, psychological and technical
aspect of timing. Moreover, it is also necessary that information should be given in time as
out-of-date information is as bad as or worse than none at all.
(10) Support with Action:

It is highly necessary that the actions of the communicator should support his
communication. This is because action speaks louder than words. The most persuasive
communication, it should be noted, is not what one says but what one does.
(11) Listening:
A very important aspect of effective communication is that executives and supervisors should
be good listeners. It is dangerous to be inattentive or indifferent when others are attempting to
communicate. The ten commandments of American Management Association state:

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“Listening is one of the most important, most difficult and most neglected Skills M
communications.
It demands that we concentrate not only on the explicit meanings another person is
expressing, but on the implicit meanings, unspoken words, and undertones that may be far
more significant. Thus, we must learn to listen with the inner ear if we are to know the inner
man. ”
(12) Environment of Trust and Confidence:
F.E. Fischer has pointed out that ‘communication grows best in a climate of trust and
confidence’. Every effort should, therefore, be made to win confidence by reporting facts
honestly. Employees need to be convinced and feel that the company is truthful and sincere in
its contacts.
Paul Arnold, President of Arnold Bakeries: “If your employee’s relation programme is a
sound one, if your intent is true, if your people believe in that intent, and in that truth, then
and only then you are successfully communicating.”

(13) Keeping the System Always Alive:
The system of communication should be kept open and alive all the year round. It is only by
honest attempts that good communication relations can be developed.
Formal Communication:
Meaning, Characteristics, Advantages Limitations and Types
Formal communication refers to interchange of information officially. The flow of
communication is controlled and is a deliberate effort. This makes it possible for the
information to reach the desired place without any hindrance, at a little cost and in a proper
way. This is also known as ‘Through Proper Channel Communication.’
Following are the chief characteristics of the formal communication:
(1) Written and Oral:

Formal communication can both be written and oral. Daily works are handled through oral
communication, while the policy matters require written communication.
(2) Formal Relations:

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This communication is adopted among those employees where formal relations have been
established by the organisation. The sender and the receiver have some sort of organisational
relations.
(3) Prescribed Path:

The communication has to pass through a definite channel while moving from one person to
another. For example, to convey the feelings of a worker to the manager, the foreman’s help
has to be sought.
(4) Organisational Message:

This channel is concerned with the authorised organisational messages only and the personal
messages are out of its jurisdiction.
(5) Deliberate Effort:

This channel of communication is not established automatically but effort has to be made for
its creation. It is decided keeping in view the objectives of the organisation.
Advantages
The formal communication has the following advantages:
(1) Maintenance of Authority of the Officers:

Formal communication maintains constant relations among the superiors and the subordinates
as a result of whom the dignity of the line superiors is maintained. Consequently, it is
convenient to control the subordinates and fix their responsibility which is absolutely needed
for effective and successful control.
(2) Clear and Effective Communication:
In formal communication, there is a direct contact among the managers and the subordinates.
Both understand the capability, habits, feelings, etc. of one another. Managers know as to

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when and under which conditions their subordinates need information. In this way, this
communication is capable of making available timely information. Hence, it is clear and
effective.
(3) Orderly Flow of Information:
The information has to pass through a definite route from one person to another. Hence, the
flow of information is systematic.
(4) Easy Knowledge of Source of Information:
In this type of communication, the source of each information can be easily located.
Limitations
Following are the disadvantages or limitations of the formal communication:
(1) Overload of Work:

In a modern business organisation much information, many messages and other things have
to be communicated. Under formal communication, they are routed through a definite
channel and this consumes much of the time of the superiors and thus some other important
works are left unattended.
(2) Distortion of Information:

This method can be a hindrance in the flow of information. Sometimes the distance between
the sender and the receiver is so big that the information has to pass through many hands and
by the time it reaches the receiver it is distorted. Thus it fails to serve its purpose.
(3) Indifferent Officers:

The officers do not pay much attention to the suggestions and complaints of the subordinates.
In such a case a subordinate may come lose his faith in the effectiveness of communication.
Types of Formal Communication

Formal communication is of two types:
(1) Vertical Communication:

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(i) Downward Communication (ii) Upward Communication
(2) Horizontal Communication.:
(Downward Communication) (Horizontal Communication) (Upward Communication)
(1) Vertical Communication
Vertical communication is of the following two types:
(i) Downward Communication:

The communication by top hierarchy with their subordinates is called downward
communication. This communication includes orders, rules, information, policies,
instructions, etc. The chief advantage of the downward communication is that the
subordinates get useful timely information which helps them in their work performance,
(ii) Upward Communication:

This is quite the reverse of the downward communication. This flows from the subordinates
to the superiors. The subject-matter of this communication includes suggestions, reactions,
reports, complaints, etc. This sort of communication helps the superiors in taking decisions.
(2) Horizontal Communication

Horizontal communication takes place when two individuals of the same level exchange
information. Horizontal communication is used by the same level officers to solve the
problems of similar nature and profit by the experience of other people. The subject-matter of
horizontal communication includes information, requests, suggestions, mutual problems and
coordination-related information.
Formal Communication Network

The way in which formal communication is done, is known as formal communication
network. Formal communication can be done in different ways-it may be vertical
communication or horizontal communication. The different forms of formal communication

network have been shown in the following diagram:
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(1) Chain Communication:

Chain communication refers to the communication between a superior and a subordinate. All
the people in an organisation from top to bottom are linked with the help of a scalar chain as
has been shown in diagram (1). A is placed at the highest rank, B is a subordinate of A, C is
the subordinate of B, D is the subordinate of C and E is the subordinate of D.
(2) Wheel Communication:

In this form of communication, all the subordinates of a superior talk to one another through
his medium. The superior works as a hub of a wheel. In the diagram (2), A is the superior and
B, C, D and E are the subordinates. All the four subordinates communicate through the
medium of A.
(3) Circular Communication:

This communication takes place among the members of a group. Every member of a group
can communicate with the nearest two members. In the diagram (3), A can have
communication with B and E. Similarly, B can have communication with A and C. The same
applies to all the members of the group. In this case the communication moves at a slow
speed.
(4) Free Flow Communication:

This form of communication also takes place among the different members of the group. Its
special feature is that every member of the group can talk to all the other people in the group.
This has been clarified in diagram (4). A can talk directly to B, C, D, E. In the same way B
can talk directly to A, C, D, and E. The same applies to all the members of the group. In this
case, the communication moves at a rapid pace.
(5) Inverted ‘V’ Communication:

In this form of communication, a subordinate is permitted to communicate with the boss of
his boss. In this form of communication the messages move at a rapid speed, fn the diagram

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(5), C and D are the subordinate of B who, in turn, is a subordinate of A. Here C and D can
talk directly to A who happens to be the boss of B.
Informal Communication: Meaning, Characteristics, Advantages and

Limitations
Informal communication refers to interchange of information unofficially. This
communication is based on informal relations (like friendship, membership of the same club,
the same place of birth, etc.) and, therefore, is free from all the organisational formalities.
Informal communication is also called grapevine communication because there is no definite
channel of communication. Under it some information passes through many individuals and
covers a long distance making its origin obscure. This is exactly like a grapevine where it is
difficult to find the beginning and the end.
Characteristics
Informal or grapevine communication has the following characteristics:
(1) Formation through Social Relations:

This communication is born out of social relations who mean that it is beyond the restrictions
of the organisation. No superior-subordinate relationship figures therein. A more sociable

superior can gather much information through this channel.
(2) Two types of Information:
Through this communication, information about the work and the individual can be collected.
(3) Uncertain Path:
Since it is beyond the restrictions of the organisation, it follows no definite channel. Like a
grapevine, it moves in a zigzag manner.
(4) Possibility of Rumour and Distortion:

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Responsibility for the true or false nature of communication does not lie on any individual
and, therefore, not much attention is paid to its meaning while communicating. Consequently,
the rumours keep floating.
(5) Quick Relay:
Informal communication makes news spread like wildfire. Not only this, people start adding
something of their own which sometimes changes the real meaning of the communication.
Advantages
The informal channel of communication has the following advantages:
(1) Fast and Effective Communication:
Under this communication, the messages move fast and their effect is equally great on the
people.
(2) Free Environment:
Informal communication is done in a free environment. Free environment means that there is
no pressure of any office-big or small. The reactions of the employees can easily be collected.
(3) Better Human Relations:
Informal communication saves the employees from tension. Freedom from tension helps the
establishment of better human relations. This also affects the formal communication.
(4) Easy Solution of the Difficult Problems:
There are many problems which cannot be solved with the help of formal communication.
There is more freedom in informal communication which helps the solution of difficult
problems.
(5) Satisfying the Social Needs of the Workers:

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Everybody wants good relations with the high officers at the place of his work. Such relations
give satisfaction to the employees and they feel proud. But this can be possible only with the
help of the informal communication.
Limitations
The defects or limitations of the informal communication are as under:
(1) Unsystematic Communication:
Under this, communication takes place through gesticulation, moving of head, smiling and by
remaining quiet. For example, a superior wants to complain against his subordinate to his
higher officer and at the same time he is afraid of giving it in writing. This can be conveyed
to the higher officer through informal communication, say during the course of a
conversation.
Characteristics
Informal or grapevine communication has the following characteristics:
(1) Formation through Social Relations:
This communication is born out of social relations who mean that it is beyond the restrictions
of the organisation. No superior-subordinate relationship figures therein. A more sociable
superior can gather much information through this channel.
(2) Two types of Information:
Through this communication, information about the work and the individual can be collected.
(3) Uncertain Path:
Since it is beyond the restrictions of the organisation, it follows no definite channel. Like a
grapevine, it moves in a zigzag manner.

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(4) Possibility of Rumour and Distortion:
Responsibility for the true or false nature of communication does not lie on any individual
and, therefore, not much attention is paid to its meaning while communicating. Consequently,
the rumours keep floating.
(5) Quick Relay:
Informal communication makes news spread like wildfire. Not only this, people start adding
something of their own which sometimes changes the real meaning of the communication.
Advantages
The informal channel of communication has the following advantages:
(1) Fast and Effective Communication:
Under this communication, the messages move fast and their effect is equally great on the
people.
(2) Free Environment:
Informal communication is done in a free environment. Free environment means that there is
no pressure of any office-big or small. The reactions of the employees can easily be collected.
(3) Better Human Relations: Informal communication saves the employees from tension.
Freedom from tension helps the establishment of better human relations. This also affects the
formal communication.
(4) Easy Solution of the Difficult Problems:

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There are many problems which cannot be solved with the help of formal communication.
There is more freedom in informal communication which helps the solution of difficult
problems.
(5) Satisfying the Social Needs of the Workers:
Everybody wants good relations with the high officers at the place of his work. Such relations
give satisfaction to the employees and they feel proud. But this can be possible only with the
help of the informal communication.
Limitations
The defects or limitations of the informal communication are as under:
(1) Unsystematic Communication:
This communication is absolutely unsystematic and it is not necessary that information
reaches the person concerned.
(2) Unreliable Information: Most of the information received through this communication
is undependable and no important decision can be taken on its basis.formation reaches the
person concerned.
(3) Unreliable Information:

Most of the information received through this communication is undependable and no
important decision can be taken on its basis.

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Unit – 2
TYPES OF COMMUNICATION
Verbal communication in business
Meaning and importance of Verbal Communication

Our spoken words have greater impact than that of the sword taken out of the scabbard. The
speeches of famous leaders and revolutionaries have had the greatest impact on people
resulting in movements and revolutions. The words can encourage the people to take over
and complete the tasks beyond their ability. On the other hand, the worlds can dis-spirit and
discourage the people from doing even their routine jobs. Oral communication is vital to
human relationships in every business organization as well as social gatherings.
Effective Verbal Communication
Pronunciation: All the language units must be pronounced properly and clearly. The
message cannot be intelligible without proper articulation of sounds. Sometimes, it happens
that a person who is able to articulate a sound properly is unable to pronounce the words
correctly. The words in English language must be stressed on the exact syllables.
Clarity, Conciseness and Completeness: It is essential that the message should be brief and
concise, but complete in every aspect. The brevity should not be achieved at the cost of
clarity and completeness. Too much talking may lead to misunderstanding and over

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communication, but too little talking can lead to partial understanding and under
communication.
Vocabulary: The communicator must have a good vocabulary. He should us choicest words
to convey correct meaning. It the person who communicates orally has inadequate
vocabulary; the listener will receive incorrect and confused meaning.
Self-confidence: If the communicator lacks self-confidence, it is likely that he will not be

able to impress the message on the listener. He must have a sufficient knowledge of the
subject on which he has to talk. Secondly, he must plan his message carefully before
imparting it to the receiver. The logical sequence of various ideas in the message is an
outcome of organizing and planning the message. Adequate planning, preparation and
organization of the message help the speaker to raise his morale and self-confidence.
Pitch: There are three patterns 1) rising pitch, 2) falling pitch and 3) dividing pitch. It is
essential to use the correct pitch of sound. The variations in the pitch sounds can help the
speaker to create interest and hold the attention of the listeners.
Tone and style: The message must make appeal not only to the intellect but also to the heart
of the listener. The words impart the intended meaning when they are spoken with the tone
and style that suit the occasion. The tone of the voice gives the listener an idea about the
feeling associated with the words.
Advantage of Verbal communication

Adjustment of message: The speaker gets immediate feedback from the receiver, which
helps him to find out how he receives the message and how he reacts to it. The immediate
feedback not only lets the communicator to know the kind of response from the receiver but it
also helps him to modify his message in such a way that it becomes readily and favourably
acceptable to the receiver.
Immediate clarifications: The communicator can clarify certain ideals in his message which
are not properly understood by the receiver or which might leave some doubts in his mind.
These doubts or the queries of the receiver arise from the defective message and these are
communicated to the receiver in the form of feedback.

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Time: Verbal messages can be transmitted through telephone almost immediately whereas
the written message take more time to reach up to the receiver by post. The written message
takes comparatively longer time because it may require consulting, dictating, drafting, typing,
posting, etc. which the oral transmission does not require. When immediate action is
required, the oral communication is the best media.
Persuasion and control: The speaker can judge the replies of the other party and can change
his arguments in such a way that thereby he can influence the attitudes, feelings, opinions and
beliefs of the receivers. The verbal directives and instructions are effective in controlling the
employees and the situations in order to ensure the fulfillment of the objectives.
Formality: Verbal communication is less formal than the written communication. Informal
talks can help in building friendships and personal relations between the communicator and
the receiver.
Cost: Verbal communication is not as costly a process as that of the written correspondence,
especially when the message is to be communicated within the organization.
Group communication: Verbal communication is a convenient and reliable media for

communicating in committees, conferences and meetings where a number of people come
together for discussion.
Disadvantages of Verbal Communication:

Future reference: The oral message cannot be referred back in future if they are not tape-
recorded. As compared to written messages, oral messages do not constitute permanent
record. Therefore, it has little or no value for legal procedures. It cannot become legal
evidence in case if future disputes or lawsuits.
Speaker’s preparedness: Verbal communication cannot be good and effective if the

communicator is not a good speaker. He requires being lively, enthusiastic, vital, earnest and
keenly interested in the subject.
Lengthy message: Oral communication is not a suitable media for any lengthy official
message that constitutes minute details.

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Distortion: The verbal message is more likely to be received in a distorted meaning by the
receiver due to his misunderstanding and misinterpretation of it. It is found that people tend
to have trouble in recalling correctly the main ideas and factual details, which are
communicated to them orally.
Retaining the message: It is found that people tend to have trouble in recalling properly the
main ideas of the factual details, which are communicated to them orally. Due to imbalanced
mental state of the listener or due to the listening barriers, the receiver may not understand
the message completely and he may even forget the major part of the message after a long
time.
Written communication in business

Need for written media of Communication
The old style of communication did not have public relation, advertising, technology and
many aspects of modern day communication. They would converse almost daily and
instruction was given verbally to people who worked together in an organization. The written
media is like the human sensory organs and memory power, which receives analyses and
records the information for the purpose of decision making in the future. Written media helps
to coordinate the knowledge and work of the staff specialists and the research specialists.
There is need for accurate written information to carry our management and other
professional duties.
The art of Written Communication
A person, who aspires to get mastery over the techniques of written communication, must
keep his writing tools in enough practice. The action-oriented people may have the ability to
get the things done, but they may find it difficult to put their thoughts in written words,
because they occupy themselves in their selected activates rather than in practicing writing
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skills. Such a person may have the ability to think logically and clearly and he may express
his thinking through oral communication. He may organize, analyze and evaluate the ideas of
his own and those of others too, and he may really deserve to acquire the mastery of written
media, but he would certainly require some of his devotion, time and practice to acquire
writing skills.
Everybody possesses the tools of the written media, but they have to learn to make effective
use of their priceless possession. All the individuals in the field of business, industry, science,
and education use the tools of written media. These tools of written media are as follows:
 Memory
 Imaginative power
 Power of observation and study
 Units of language like words, phrases, sentences, etc
 Ability of thinking
 Ability of collecting and analyzing information
 Ability of writing
The main purpose of written communication is to move, motivate and mould the minds and
behavior of the people. So it is necessity for the communicator to study the minds of people
he wish to target through his writing. It must be remembered that the art and skill of writing
depends on the competence and knowledge of the communicator. Besides all this, the
communicator should prevent his feelings from dictating his thinking and should organize his
thoughts, which are based on factual information.
Advantage of Written Communication
Permanent record: Written message can be kept in files as a permanent record of the
general, like the Affairs, transactions and agreements of the business organization. It remains
as an evidence of the company’s performance, which is useful for future reference. It forms a
basis for new policy decisions and also for the fresh measures for the development and
expansion of the business.
Legal evidence: Written message provides tangible evidence of the agreements signed
between the two particles. It also gives a proof of the stages in which the transaction was

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carried out. It can show how the mistakes were committed in carrying out the transactions by
either of the parties involved in it.
Accuracy: Usually, the written messages are organized more carefully than the spoken
messages. The communicator uses standard languages and tries to avoid colloquial words and
expressions. As compared to oral messages, the written messages are more accurate in
grammatical structures. Accuracy in languages helps to prevent any misunderstanding or
misinterpretation of the message.
Lengthy messages: Written media is especially more suited for lengthy and complicated
messages. The receiver can read it repeatedly till he properly understands it. Secondly, it
assures retaining every vital detail if the lengthy and complicated message.
Correspondence: Postal correspondence has given a really wide access to written media.
This facility is available to almost all the communicators and receivers in the nooks and
corners of the world.
Limitations of written Communication
Access to literates: The access of the written media is limited to the literates only. There are
millions of illiterate people who cannot use this media.
Costly and time-consuming process: A number of people get involved in the process of
collecting information, consulting, drafting, typing and posting the messages. It takes the total
cost of a business letter to not less that twenty rupees. Secondly, the oral message reaches
almost instantaneously on the telephone, whereas a letter may reach to the receiver after 2/3
days.
Delayed feedback: The communicator has to wait for the reply from the receiver. In oral
communication, the feedback is almost immediate.
Meaning and importance of non-verbal communication

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Verbal media can be used to communication almost any thought, feeling or idea, but the non-
verbal media has comparatively very limited range. Especially, it communicates feelings of
likings and disliking and reinforces the feelings expressed through verbal media. The
following are the types of non-verbal communication:
 Facial behavior
 Kinesics or body movement
 Posture and gestures
 Personal appearance
 Clothing
 Proxemics
 Paralanguage
What constitutes nonverbal communication?
Everything from the simple shrug of the shoulder, the V-sign, the OK ring, the thumbs up
gesture, eye movements, facial expressions, body postures, gestures, gait, clothing to the tone
of voice, the accent. Nonverbal components of communication also involve the use of space,
of touch and smell and paralanguage.
Facial expressions:
Faces, it is said, is the mirror of the mind. It is the most obvious vehicle for nonverbal
communication. It is a constant source of information to the people around us. Our faces
reveal how we are feeling inside while we might be trying to present a different emotion.
For example, while telling a lie, a child tries to cover his or her mouth with both the hands.
A teenager tries to cover her mouth with one hand. These gestures are called the ‘mouth
guard’ gestures. Also, the colors of one’s face, the wrinkles, presence or absence of facial
hair, etc. reveal a lot about a person’s personality.
Eye behavior:
Eyes and their effect on human behavior are as important to poets and painters as to the
students of nonverbal communication. This is because one can communicate a lot just with
the help of the eyes. From winking, seeing, glaring, staring eyes can perform many functions.
When one maintains eye contact with the audience, he or she is perceived as sincere, friendly,

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and relaxed. Those who don’t maintain eye contact while talking to others are perceived as
nervous
For example, a simple glare may stop students from talking, while a warm glance and an
encouraging smile often win many friends.
Kinesics and body movement:
Ray Birdwhistell, an expert in the field of nonverbal communication, coined the term
‘kinesics for the different body expressions. ‘Kinesics’ means study of body movements. Five
categories of specific body expressions are:
 Emblems
 Illustrators
 Regulators
 Affect displays and
 Body manipulators
1. Emblems are commonly recognized signs that are used very frequently. These include the
OK ring, touching the temple, putting a finger to the lips (asking for silence), the V-sign,
the thumbs up sign, etc.
2. Illustrators are signs that are directly related to the verbal messages. For example,
spreading the palms often illustrates the size or length while we talk about something.
Illustrators help emphasize the verbal message.
3. Regulators include signs like gazes, nods, raised eyebrows, etc. these signs help us
regulate or control verbal communication.
4. Facial expression like angry stares, wide eyes (fear), trembling hard or knocking knees,
indicate one’s internal emotional states. These are called affect displays.
Posture and Gait:
The way we stand or sit and the way we walk (gait) are strong indicators of our physical and
emotional states. When we are aggressive we sit or stand straight and in an alert manner.
When we are defensive we usually sink into our chair or stand with our head, shoulders
hanging. When confident we walk with our chin raised, chest puffed, and arms swinging
freely. Our legs are often little stiff and our walk has a ‘bounce’ when we are confident. A
standing posture with ‘hands on hips’ indicates an aggressive frame of mind.

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Personal appearance: Physical appearance is one of the most important factors that
influence the effectiveness of our interpersonal and group communication. In fact, one’s
personal appearance is very crucial as it makes the all- important ‘first impression’. This is
particularly important as advertisements shape our minds day in and day out through all those
beautiful people who endorse everything from hairpins to aero planes. So we manipulate our
personal appearance to look good. We try to accentuate or highlight our best features while
hiding and underplaying the others.
Clothing: Our clothes provide the visual clue to our personality. Clothes also indicate about
one’s age, interests, and attitudes. Information about one’s status can be judged from the
clothes’ age, condition, and fashion. Clothes are used as means of keeping up with the latest
social changes. Also clothes are means of decoration and self-expression. Clothing also
indicates about a person’s confidence, character, and sociability. These are the reasons why
it’s said that ‘clothes make a person’.
Touching: It is the most common form of physical contact between human and animals. In
fact animals use touching much more frequently and to great effects. Human beings use
touching to emphasize a point, interrupt, as a calming gesture, to reassure. Also, touching is
very important to healthy development of children.
Proxemics: This is an addition way of communicating by use of ‘space’. Often we place

ourselves in certain special relationships with other people and objects. The study of these
special factors is called ‘proxemics’. Intimate distance ranges from actual contact to about 18
inches. We allow only intimate persons within this range. Of course, there is forced closeness
as in the case of a crowded lift. Social distance is maintained with people with whom we are
meeting for the first time. This distance ranges from 4feet to 12 feet.
Para language: Oral communication does not just occur through words uttered. The words
are supplemented by a lot of other factors, particularly related to the voice. The pitch, tempo,
range, resonance, and quality of voice add a lot of flesh and blood to the words. These vocal
characteristics and vocal sounds constitute ‘paralanguage’. Speaking without pitch variation
makes the speech monotonous. ‘Pitch’ is the raising or lowering of our voice. ‘Resonance’ on
the other hand is the variation of volume from a quite and thin voice to loud, booming voice.
Speaking too fast or too slow is a variation of ‘tempo’. Para language gives us clues about
age, sex, emotional states, personality, etc.

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Smell and taste: We receive a lot of information about our environment through the sense of
smell. Like a particular fragrance announces the arrival of a particular person. Body odors
also provide clues about a person’s hygienic state. We also send out a lot of information
through smell. We use deodorants, body sprays, hanky sprays, etc. To hide smell of onion or
garlic we brush our teeth and gargle with mouthwash. Like smell, taste is also a silent sense
that receives and sends messages.
Environmental factors: Architectural arrangement of objects, interior decoration, colors,

time, music, etc are the environmental factors that provide a lot of nonverbal cues and clues.
Dim lighting, quiteMeaning and importance of non-verbal communication
Functions of Nonverbal communication
Non- verbal communication plays an important role in any communication situation. If often
plays a supplementary role to the verbal content delivered orally. Some other times,
nonverbal symbols communicate on their own. More specifically, nonverbal communication
serves the following functions:
 Repeating verbal messages
 Substituting verbal messages
 Complementing verbal messages
 Regulating or accenting verbal message and Deception.
atmosphere, and soft music leads to greater intimacy and has a soothing affect. Similarly,
colors also have wide-ranging associations. For example, one turns pink when embarrassed
and one sees red when angry.
Sign language is a part of ALL of our communication

The use of sign language is not, as you might think, restricted to people who have hearing
disabilities. Even for hearing enabled people, sign language is a natural extension, or type of
non-verbal communication.
For example, the hitchhiker putting out his thumb is using sign language. When you hold up
your hand in a stop motion, that's sign language. Sign language is a replacement for words.
It's worth noting that sign language use is exceedingly culture bound. A symbol or sign that is
seen as polite in one culture may be perceived as extremely rude in another culture.

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Unit – 3
INTERPERSONAL COMMUNICATION
There are a number of ways to define communication styles. It seems that every self-help or
public speaking book has yet another way to categorize the ways people prefer to
communicate. The labels placed on the various communication styles are much less
important than taking the time to simply consider what your own style might be. The more
you know about the various styles of communication, the more effective you can be, not just
in making your own points, but also in understanding what others are trying to communicate
to you.

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One common method for determining communication styles is to break them down into the
following categories: Passive, Aggressive, Passive-Aggressive, and Assertive.
Passive Communication
Those who use a passive style of communication often keep their own feelings hidden from
others. The goal with this type of communication is to avoid conflict. Rather than risk
causing some sort of upset, the Passive Communicator will avoid expressing his or her own
opinions and will accept those of others instead.
If the Passive Communicator does choose to express an opinion, it will usually be done very
quietly, and he or she is unlikely to defend it very strongly. In addition to a quiet tone of
voice, passive communication can be recognized by the way in which the individual avoids
eye contact. Because the Passive Communicator is so concerned about avoiding conflict, he
or she is constantly holding back personal opinions in favor of those of others. This is the
person who doesn't want to "rock the boat."
The Passive Communicator will often say things like:
 I don't know.
 You decide.
 It doesn't matter to me.
 Whatever you think.
This inability to stand up for oneself has some major disadvantages, though. Unfortunately,
someone who always engages in passive communication may eventually "blow up" from the
pressure of always deferring to other people's ideas and opinions.
The Passive Communicator tends to get very little accomplished. He or she doesn't offer
ideas on how to do things better or more efficiently, for example. In an effort not to be
singled out, he or she is unlikely to do an exceptional job in the workplace.

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Aggressive Communication
Aggressive communication has a lot to do with trying to protect one's own ideas and
opinions. The Aggressive Communicator is so concerned with having his or her ideas
accepted that they often do so at the expense of others. This person tends to look at every
situation as if it is a battle, and he or she wants to win.
This type of communication generally includes the use of a loud voice. In fact, Aggressive
Communicators may often appear to be quite angry. This is because they know that others are
less likely to question them out of fear of being attacked. Eye contact is often used in a way
that makes it intimidating. The words used may also be quite intimidating, and an Aggressive
Communicator can go so far as to verbally abuse others.
The Aggressive Communicator will often say things like:
 We do it my way, or we don't do it at all.

 Your idea is stupid.
 Feelings don't matter.
 I know what's best.
The Aggressive Communicator will use manipulation to get his or her way. This might
include attempting to make others feel guilty, or trying to control their actions. These people
will often go so far as to use covert tactics to be sure that things are done their way. While
these methods may work on the surface, they do little to foster any real relationships. While
the Aggressive Communicator may be getting a point across, he or she is likely not hearing
and accepting the ideas of others. This leads to a lack of respect and trust from friends,
family, co-workers, and customers.
Passive-Aggressive Communication
While passive communication and aggressive communication are very different from one
another, they can actually be combined to create a third communication style. Passive-

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Aggressive Communicators tend to avoid obvious conflict, but there is still a need to
manipulate the situation. In many cases, there is some sort of "payback" given in return for
having their opinions overlooked. The individual appears to go along with decisions but does
so in order to get revenge later.
Some of the common tactics of the Passive-Aggressive Communicator are to agree with
others to their faces and then belittle them behind their backs. Sarcasm is one of the biggest
tools for this type of interaction. Passive-Aggressive Communicators may enjoy watching
others fail because things were not done their way in the first place. Back-handed
compliments are another tactic employed.
The Passive-Aggressive Communicator will often say things like:
 That's fine with me, but don't be surprised if someone else gets mad.
 You did a great job. No one will probably notice that mistake.
 Sure we can do things your way. (Then mutters to self that "your way" is stupid.)
Passive-aggressive communication has a lot to do with sabotage. The individual may feel
powerless and therefore finds ways to subtly manipulate the situation. Passive-Aggressive
Communicators don't feel like they can directly confront the cause of their frustration, so they
do their best to "get back at" it. This can extend to gossiping and finding ways to disrupt
others.
Assertive Communication
The most effective communication style is assertive communication. This includes really
sharing opinions, as well as advocating for one's own rights. Unlike the Aggressive
Communicator, though, this person will not trample on the rights and opinions of others.
Assertive Communicators are able to balance a respect for themselves, with a respect for
others.

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Many of the tactics employed by Assertive Communicators include things like using a calm,
clear tone of voice, actually interacting with others, not interrupting, avoiding manipulation
(either manipulating others or being manipulated), using good eye contact, and remaining in
control of one's self. This leads to communication that is a two-way street, and the Assertive
Communicator is likely to garner respect from those around him or her. This also allows for
growth, as everyone involved is allowed to hear different opinions and share their own
thoughts and ideas.
The Assertive Communicator will often say things like:
I hear what you're saying.
 I would appreciate it if you would . . .

 How can we work this out?
Assertive communication is also the best choice, because it avoids a lot of the emotional
outbursts that are prevalent with the other types of communication. It is easier to solve
problems when they do arise. It can be difficult to stay on track, however, especially when
dealing with different types of communicators. It is important to avoid getting defensive, and
to try to remain as objective as possible. It is possible that someone else's idea really is better
than yours. On the other hand, it's possible that you have the best idea in the room, and the
Assertive Communicator will advocate for it.
If communication is just getting shut down, the Assertive Communicator may have to stop
the conversation and pick it up another time when tempers aren't flaring. It's best to validate
the other people's experiences and feelings by saying things like, "I can see why you feel that
way." This means that the Assertive Communicator must also be willing to hear what others
have to say, and it's possible that others will have good points. This type of communication is
effective, because both parties are willing to look at themselves and change or compromise
when the situation calls for it.
INTERPERSONAL COMMUNICATION SKILLS

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Interpersonal communication is the process to express feelings, ideas, thoughts, information,

and emotions. It usually takes place in the form of a message. This can be in the form of
verbal (words) or non-verbal (how anything is said) communication.
Unlike intrapersonal, group or mass, interpersonal communication takes place between two
people only. Everybody communicates on interpersonal level regularly. So, it can be
conscious or unconscious activity.
Interpersonal communication is useful in establishing relationships between two people.

When two people communicate, they form a bond, even if it is for a short period of time.
What is interpersonal communication skills?

Interpersonal communication skill is how well an individual communicates. These skills are
also known as social skills or people skills. Every individual uses it to interact with the other,
be it an individual or a group.
Level of interpersonal skills is measured through the effectiveness of meaning transferred

through the message.
It is one of the most important life skill as our personal, social and professional life rely on it.
Types of interpersonal communication
Interpersonal communication can be further divided into other skills. Interpersonal skills are
dependent upon these other skills. They are
Verbal communication skills
Everything we speak using words fall under verbal communication. And, the skill to use
these words effectively is verbal communication skill. Communicating with another person
and building relationships need verbal communication.
Non-verbal communication skills
Communication without words is non-verbal communication. It is the body language,

gestures, facial expressions, silence, aesthetics, etc of an individual.
Non-verbal communication skills send and receive effective non-verbal cues. This skill is a
must-have for proper communication and understanding cues given by others. Non-verbal

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communication skills help in interaction and relationship building, like from empathy and
sympathy.
Listening skills
Listening skills are needed to receive messages given by others. It is needed to give feedback
accordingly. Good listening skills can only make interpreting words and non-verbal
communication possible.
Negotiation skills
Negotiation skills are important for relationship building as relationships need trust and
peace. These skills deal with resolving conflicts by focusing on mutual agreement. By
negotiation, people come to settle for the same goals and outcomes.
Assertiveness skills
Being able to influence people is an important skill. You create influence with your own
ideas, beliefs, thoughts, and wants. This skill is assertiveness skill which helps in creating and
maintaining relationships.
Decision making and problem-solving skills
Making decisions and solving problems are skills which help in relationship maintenance.
Decisions create harmony in a social environment and help relationships prosper whereas
problems destroy them.
There are other important skills for interpersonal communication like questioning skills,
interviewing skills, etc.
Elements of interpersonal communication

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The major elements of interpersonal communication are as follows:
Communicators
Communicators are the people involved in the communication process. In interpersonal

communication, there is involvement of at least two people. They play the role of sender and
receiver and exchange messages.
It is a two-way process where the exchange of information can also occur simultaneously.
Non-verbal communication continues even in the absence of verbal exchange of words.
Message
Messages are the words or signals, gestures and other non-verbal cues used to communicate.
It is sent by one person to the other continuously and so goes the process of communication.
Channel
Channel or medium is physical means used to send messages from one person to another.
These mediums could be voice or sight for Face-to-face communication. Similarly, there are
other mediums like phone, chat, video calls, etc.
Noise
Noise is the disruptions and distortions caused during the process of communication. It is
anything that doesn’t let the message pass on to the receiver as intended. Noise can be of
various types like physical, socio-cultural, language, semantic, etc.
Feedback
Feedback is the spontaneous reaction caused by reception of the message. It lets the sender
know that the message has reached. It also shows that the message has been interpreted as
intended. It can be in words or reactions. Further communication processes depend upon
feedback.
Context or environment
Social, cultural, physical or physiological contexts define the process of communication. It

shows why, how and in what way a communication takes place. This is as important as the
message itself. It influences both the message as well as noise.
Examples of interpersonal communication
For example, you are working in a big construction company and there is a team which has
to build a skyscraper. The work needs to be done carefully as the building is supposed to have
hundreds of floors.

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The team needs to make a decision to add more cement. And, this has to be done with a
unanimous voting. But, one member of the team does not talk to anyone else. He doesn’t give
his opinion and therefore, the voting becomes difficult. This shows how ineffective
interpersonal communication causes problems to many in professional settings.
Similarly, even in personal relationships, interpersonal communication is necessary. If in a

family, the dad doesn’t talk to his children. They will never know the nature of their dad. This
could cause problems in the family. The children might grow up to hate their dad for not
being there for them.
IDENTIFYING THE ROLE OF EMOTION IN INTERPERSONAL

COMMUNICATION
Emotion plays a large part in our ability to communicate effectively. The best communicators
use emotion in a positive manner, evidencing passion, drive, energy, trust, and calmness.
However, this skill is one that needs to be learned: it is a natural human trait for our emotions
to cloud our ability to communicate, giving away our feelings and disrupting our ability to
communicate effectively.
Stress: the devil that destroys effective communication
The major road block in establishing and continuing effective communication is stress. This
may be caused by a number of factors – some work related, others of a more personal nature
– but whatever the cause, surrender to stress results in a lessened ability to listen and read
other people as well as an increased likelihood of giving out false signals.
When poor communication is stress-led, all parties can degenerate to knee-jerk reaction. An
emotionally intelligent person is better able to manage their stress and reactions as well as the
reactions of others.
Everyday exercises to help manage stress
When considering the role of emotion in interpersonal communication, stress management is

one of the top strategies to adopt. When you are able to manage stress in a variety of
situations, not only will you communicate more effectively but you will earn the reputation of
being a calm and fast-thinker, and able decision maker.
If you realize that you are becoming stressed, here are a few everyday exercises to help you
manage stress levels and communicate in a calmer, more effective manner:

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 Take time to calm down, and think before speaking

 Breath slowly, relax your muscles, and think of a positive image
 See the bright side of the situation, and take things a little less seriously. Look for
ways to diffuse conflict, such as sharing a funny story
 Use a care-fronting rather than confronting approach
4 steps to remain stress free and communicate more effectively
1. Take a moment to breath
Don’t rush to respond. Take a second or two to breathe, gather thoughts, and process
information received. Don’t think it negative to ask for clarification of a question or previous
statement – this gives you time to think about how to answer.
2. Communicate one point at a time
Listeners have a limited time-frame of concentration. It is better to communicate one point at

a time, use examples to clarify your position, and allow the other person a chance to respond
accordingly. This gives you a chance to consider reaction, while drawing the correspondent
into a more meaningful exchange, building mutual trust and respect.
3. Use body language effectively
Think about your body language as you speak. Maintain eye contact, speak in an even tone,
and speak clearly and concisely. Choose words carefully, relax, and open yourself to the
communication exchange.
4. It helps to clarify your position
Having spoken, summarize your position and what you have said. Then allow the other
correspondent to talk. Even if there is silence, don’t feel the need to continue.

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UNIT -4
BARRIERS OF COMMUNICATION
Barriers to Effective Communication in Business
Planning, preparation and practice of communication will be incomplete and unsuccessful

unless one identifies and understands the barriers to effective communication. These
barriers are physical, sociological and psychological obstacles that interfere with the
planning, organization, transmission and understanding of the message.
Types of Barriers to Effective Communication

Some of the most important barriers to effective communication in business are explained
below.

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Language Barrier
 Lack of common language: Language uses oral or written symbols to transmit meanings
from one person to another. It is not possible for them to communicate with each other
unless they know some common language, which is properly, understood by both of them.
For example An English speaking person and a German speaking person will not be able
to communicate without a good knowledge of each other’s language. If both of them know
a common language, say French their knowledge of French word, phrases, clauses and
sentence-structure should be adequate to express their thoughts and feelings.
 Semantic Barrier: Words are said to have no meaning but they represent arbitrary
meaning associated with it. A word may have a variety of meanings and the meaning
attributed to a word by the communicator may not be the same as that of the receiver’s
attributed meanings of that word. A word can have different meaning to different people at
different occasions. Sometimes, the receiver wrongly enters the intended meaning of the
sender’s word by attributing negative meaning to it.
 Poor vocabulary: Poor vocabulary makes our message more difficult and less effective.
The words have different connotative and denotative meanings. The communicator needs
to know them clearly in order to use them with clarity and precision. Words stand not only
for their meanings but they are also charged with action and emotions. Poor vocabulary

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does not allow the communicator to write or speak effectively. If does not allow the
receiver to understand the message clearly.
 Poor grammar and punctuation: Poor knowledge of grammar and punctuation is a
barrier to verbal communication. A good vocabulary is useless unless the communicator
acquires the knowledge of how to use it in a sentence. More than ever before, the people
involved in written and oral communication today must have superior grammar skills
because an understanding of grammatical structures provide excellent basis for effective
writing, speaking, listening and reading skills. .
Physical Barriers
 Noise: It interferes with the transmission of the signals. It also refers to the ‘unwanted’
signals of messages, which interferes and disturb the reception of the wanted signals. This
disturbance is usually in the form of sounds, but it need not be always the sounds. It can be
in visual, audio-visual, written, physical or psychological form also
 Time: The frequency of communication encounters affects the human relationships and the
intensity of human relations is affected by the amount of time that passes between these
encounters. If the employee does not communicate with their superiors for a long time, or
if husband and wife stay away from each other for a ling time, it may create a
communication gap between them, which may affect their relationship. Time can act as a
barrier to communication in some other ways also
 Distance:. Distance between the workbenches in the offices or in the modern production
departments and half partitions between them are the distance barriers, which severely
limit the communication among the employees. By minimizing the physical distance down
to the personal distance that ranges from 1.5 to 4 feet. The boss can minimize the status
difference between himself and his employees. A friend or a colleague who ceases to
maintain the personal distance, i.e. 1.5 to 4feet, and keeps himself always beyond the
distances of 12 to 25 feet is a friend who keeps communication gap.
 Age: The age, maturity, educational background and the eras in which a person grows up
make a generation, which inevitably comes in the way of human communication. The
generation gap becomes obvious in their use of vocabulary and style of speeches and the
values of life to which they stick or adhere
 Sex: Men and women communicate with one another according to their sex. When they
work together in a group, men tend to be more assertive, acquisitive, self -confidence and
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aggressive than the women. This may be because a five year boy is encouraged to ‘hit
back’ by his father, but the boy’s sister is told that girls ‘don’t fight’. Thus, sex stands as a
barrier to a direct, honest and appropriate expression of a female’s thoughts, opinions and
beliefs.
 Social-psychological Barriers
 Status barrier: Statue is a position or social rank of a person in a group. It depends on the
person’s abilities, amount of pay, job-skills, seniority; type of work assigned, age, etc.
statue reflects the degree of power, authority, importance and responsibility placed on an
individual by the other people in the society. The people at the lower status are usually
afraid of communication unpleasant and unfavorable information to the high-status people.
They get scared of entering into the air-conditioned cabins with runs on the floor and a
number of telephones on the table
 Attitudes and values: The attitudes serve the personal needs of the people. They provide
need satisfaction to the individuals. When the message is unfavourable to the receiver, he
cannot be easily persuaded by it. The people in terms of their attitudes and values interpret
the message. Their attitudes and values are different not merely because they are physically
different but also because they have different backgrounds. They deal with the individuals
and events according to their attitudes and assumptions. Their personal attitudes, values
and opinions are the barriers to an effective communication.
 Different perception of reality: Francis Bacon has said, ‘Man prefers to believe what he
prefers to be true’. The individual experiences and their interpretations are never identical
because their perceptions are different. If two friends see a movie together, their
interpretation, of the events and the characters in it will certainly be different. The
communication barrier arises as a result of different selective perceptions of the same
object or idea by two or more people. Our physical senses like hearing, sight, taste, touch
and smell are our contacts with the physical world.
 Abstracting: We use language to communicate our experiences and feelings, but we
cannot communicate every detail of it. We cannot communicate every detail of our
experience to others. Also, we focus our attention on some details and do not bother about
the rest
 Closed-Mindedness: A person may close his mind to communicate receptions, if he
considers himself to be a person who knows ‘all’ about a particular subject. It is very

Page 42
difficult to communicate with a man who has deeply rooted prejudiced mind. Such a man
is not prepared to receive any message on a subject about which he assumes to know
everything. His mind is closed to new ideas, facts and suggestions
 Distortion, filtering and editing: When a message is transmitted through translations,
interpretations, explanations and simplifications, some part of it gets distorted or lost. The
accuracy of the message is lost and the transmission becomes imperfect as the message
goes through the filters of translations and simplifications. The upward communication
also tends to be distorted and filtered. The negative effects of the informal channel like
grapevine are due to distortions and filtering.
 Bad listening: Bad listening is one of the major communication problems.
Misunderstanding and conflicts can be reduced if people would listen the message with
enough attention. Most people do not listen very well due to various distractions, emotions,
excitement, indifference, aggressiveness and wandering attention. One of the major
reasons for bad listening is an individual’s continual thinking about his own problems and
worries. The poor listeners always feel that the thought in his mind is more interesting than
what the speaker is saying.
 For example A college student involves himself in thinking about his girl friend rather
than listening to the lecture of his professor. Bad listening can also be due to some strong
reason for worrying. An employee may get engrossed in worrying about the sickness of his
daughter rather than listening to the instructions given by his manager.
 Emotions: Negative emotions are obstacles in the communication. Emotions are our
feelings about the world around us. Usually, the positive emotions such as joy, love or
affection do not interfere with communication, but the negative emotions act as strong
barriers to effective communication. Emotionally excited communicator is unable to
organize his message properly.
 Resistance to change: If we receive a message, which proposes a new idea, we tend to be
inattentive to it. The new idea is rejected consciously or sometimes unconsciously if it
conflicts with our beliefs, morals, values, attitudes and opinions of the receiver. The
average adult human mind ignores the new idea, especially when he feels insecurity and
uncertainty about its aftermath.
Types of listening
Page 43
Here are six types of listening, starting with basic discrimination of sounds and ending in
deep communication.
Discriminative listening
Discriminative listening is the most basic type of listening, whereby the difference
between difference sounds is identified. If you cannot hear differences, then you cannot
make sense of the meaning that is expressed by such differences. We learn to
discriminate between sounds within our own language early, and later are unable to
discriminate between the phonemes of other languages. This is one reason why a person
from one country finds it difficult to speak another language perfectly, as they are
unable distinguish the subtle sounds that are required in that language.
 Likewise, a person who cannot hear the subtleties of emotional variation in

another person’s voice will be less likely to be able to discern the emotions the
other person is experiencing.
Biased listening
Biased listening happens when the person hears only what they want to hear,
typically misinterpreting what the other person says based on the stereotypes
and other biases that they have. Such biased listening is often very evaluative in
nature.
Evaluative listening
In evaluative listening, or critical listening, we make judgments about what the

other person is saying. We seek to assess the truth of what is being said. We also
judge what they say against our values, assessing them as good or bad, worthy
or unworthy.
 Evaluative listening is particularly pertinent when the other person is trying to
persuade us, perhaps to change our behavior and maybe even to change our
beliefs. Within this, we also discriminate between subtleties of language and
comprehend the inner meaning of what is said. Typically also we weigh up the
pros and cons of an argument, determining whether it makes sense logically as
well as whether it is helpful to us.
 Evaluative listening is also called critical, judgmental or interpretive listening.
Appreciative listening

Page 44
 In appreciative listening, we seek certain information which will appreciate, for

example that which helps meet our needs and goals. We use appreciative
listening when we are listening to good music, poetry or maybe even the stirring
words of a great leader.
Sympathetic listening
 In sympathetic listening we care about the other person and show this concern in
the way we pay close attention and express our sorrow for their ills and
happiness at their joys.
Empathetic listening
 When we listen empathetically, we go beyond sympathy to seek a truer

understand how others are feeling. This requires excellent discrimination and
close attention to the nuances of emotional signals. When we are being truly
empathetic, we actually feel what they are feeling.
 In order to get others to expose these deep parts of themselves to us, we also
need to demonstrate our empathy in our demeanor towards them, asking
sensitively and in a way that encourages self-disclosure.
Therapeutic listening
 In therapeutic listening, the listener has a purpose of not only empathizing with
the speaker but also to use this deep connection in order to help the speaker
understand, change or develop in some way. This not only happens when you go
to see a therapist but also in many social situations, where friends and family
seek to both diagnose problems from listening and also to help the speaker cure
themselves, perhaps by some cathartic process. This also happens in work
situations, where managers, HR people, trainers and coaches seek to help
employees learn and develop.
Relationship listening
 Sometimes the most important factor in listening is in order to develop or sustain

a relationship. This is why lovers talk for hours and attend closely to what each
other has to say when the same words from someone else would seem to be
rather boring.

Page 45
 Relationship listening is also important in areas such as negotiation and sales,

where it is helpful if the other person likes you and trusts you.
False listening
 False listening occurs where a person is pretending to listen but is not hearing
anything that is being said. They may nod, smile and grunt in all the right places,
but do not actually take in anything that is said. This is a skill that may be finely
honed by people who do a lot of inconsequential listening, such as politicians and
royalty.
Initial listening
 Sometimes when we listen we hear the first few words and then start to think
about what we want to say in return. We then look for a point at which we can
interrupt. We are also not listening then as we are spending more time rehearsing
what we are going to say about their initial point.
Selective listening
 Selective listening involves listening for particular things and ignoring others. We
thus hear what we want to hear and pay little attention to ‘extraneous’
detail. Partial listening
 Partial listening is what most of us do most of the time. We listen to the other
person with the best of intent and then become distracted, either by stray
thoughts or by something that the other person has said
Full listening
 Full listening happens where the listener pays close and careful attention to what
is being said, seeking carefully to understand the full content that the speaker is
seeking to put across.
 This may be very active form of listening, with pauses for summaries and testing
that understanding is complete. By the end of the conversation, the listener and
the speaker will probably agree that the listener has fully understood what was
said.
 Full listening takes much more effort than partial listening, as it requires close
concentration, possibly for a protracted period. It also requires skills of
understanding and summary.

Page 46
Deep listening
 In deep listening, you listen between the lines of what is said, hearing the
emotion, watching the body language, detecting needs and goals, identifying
preferences and biases, perceiving beliefs and values, and so on.
Name Description
Listening in a way that demonstrates interest and encourages

Active listening
continued speaking.
Looking for ways to accept and appreciate the other person

Appreciative through what they say. Seeking opportunity to praise.
listening
Alternatively listening to something for pleasure, such as
to music.
Attentive listening Listening obviously and carefully, showing attention.
Biased listening Listening through the filter of personal bias.
Listening without obviously showing attention. Actual attention

Casual listening
may vary a lot.
Comprehension
Listening to understand. Seeking meaning (but little more).
listening
Content listening Listening to understand. Seeking meaning (but little more).
Listening in order to evaluate, criticize or otherwise pass

Critical listening
judgment on what someone else says.
Seeking to understand the person, their personality and their

Deep listening
real and unspoken meanings and motivators.
Finding meaning through conversational exchange, asking for

Dialogic listening
clarity and testing understanding.
Discriminative Listening for something specific but nothing else (eg. a baby
listening crying).
Empathetic Seeking to understand what the other person is feeling.

listening Demonstrating this empathy.

Page 47
Listening in order to evaluate, criticize or otherwise pass

Evaluative listening
judgment on what someone else says.
False listening Pretending to listen but actually spending more time thinking.
Full listening Listening to understand. Seeking meaning.
High-integrity
Listening from a position of integrity and concern.
listening
Inactive listening Pretending to listen but actually spending more time thinking.
Informative
Listening to understand. Seeking meaning (but little more).
listening
Listening at first then thinking about response and looking to

Initial listening
interrupt.
Judgmental Listening in order to evaluate, criticize or otherwise pass

listening judgment on what someone else says.
Listening most of the time but also spending some time day-
Partial listening
dreaming or thinking of a response.
Listening, then reflecting back to the other person what they

Reflective listening
have said.
Relationship Listening in order to support and develop a relationship with

listening the other person.
Sympathetic
Listening with concern for the well-being of the other person.
listening
Therapeutic Seeking to understand what the other person is feeling.

listening Demonstrating this empathy.
Paying very close attention in active listening to what is said and

Total listening
the deeper meaning found through how it is said.
Whole-person Seeking to understand the person, their personality and their

listening real and unspoken meanings and motivators.

Page 48
Unit – 5
Report writing
What is a Report?
In academia there is some overlap between reports and essays, and the two words are
sometimes used interchangeably, but reports are more likely to be needed for business,
scientific and technical subjects, and in the workplace.
Whereas an essay presents arguments and reasoning, a report concentrates on facts.
Essentially, a report is a short, sharp, concise document which is written for a particular
purpose and audience. It generally sets outs and analyses a situation or problem, often making
recommendations for future action. It is a factual paper, and needs to be clear and well-
structured.

Page 49
Requirements for the precise form and content of a report will vary between organisation and
departments and in study between courses, from tutor to tutor, as well as between subjects, so
it’s worth finding out if there are any specific guidelines before you start.
Reports may contain some or all of the following elements:
 A description of a sequence of events or a situation;
 Some interpretation of the significance of these events or situation, whether solely

your own analysis or informed by the views of others, always carefully referenced of
course (see our page on Academic Referencing for more information);
 An evaluation of the facts or the results of your research;
 Discussion of the likely outcomes of future courses of action;
 Your recommendations as to a course of action; and
 Conclusions.
Not all of these elements will be essential in every report.
If you’re writing a report in the workplace, check whether there are any standard guidelines
or structure that you need to use.
For example, in the UK many government departments have outline structures for reports to
ministers that must be followed exactly.
Sections and Numbering
A report is designed to lead people through the information in a structured way, but also to
enable them to find the information that they want quickly and easy. Reports usually,
therefore, have numbered sections and subsections, and a clear and full contents page listing
each heading. It follows that page numbering is important.
Modern word processors have features to add tables of contents (ToC) and page numbers as
well as styled headings; you should take advantage of these as they update automatically as
you edit your report, moving, adding or deleting sections.
Report Writing
Getting Started: prior preparation and planning

The structure of a report is very important to lead the reader through your thinking to a course
of action and/or decision. It’s worth taking a bit of time to plan it out beforehand.

Page 50
Step 1: Know your brief
You will usually receive a clear brief for a report, including what you are studying and for
whom the report should be prepared.
First of all, consider your brief very carefully and make sure that you are clear who the report
is for (if you're a student then not just your tutor, but who it is supposed to be written for),
and why you are writing it, as well as what you want the reader to do at the end of reading:
make a decision or agree a recommendation, perhaps.
Step 2: Keep your brief in mind at all times
During your planning and writing, make sure that you keep your brief in mind: who are you
writing for, and why are you writing?
All your thinking needs to be focused on that, which may require you to be ruthless in your
reading and thinking. Anything irrelevant should be discarded.
As you read and research, try to organise your work into sections by theme, a bit like writing
a Literature Review.
Make sure that you keep track of your references, especially for academic work. Although
referencing is perhaps less important in the workplace, it’s also important that you can
substantiate any assertions that you make so it’s helpful to keep track of your sources of
information.
The Structure of a Report
Like the precise content, requirements for structure vary, so do check what’s set out in any
guidance.
However, as a rough guide, you should plan to include at the very least an executive
summary, introduction, the main body of your report, and a section containing your
conclusions and any recommendations.
Executive Summary
The executive summary or abstract, for a scientific report, is a brief summary of the
contents. It’s worth writing this last, when you know the key points to draw out. It should be
no more than half a page to a page in length.

Page 51
Remember the executive summary is designed to give busy 'executives' a quick summary of
the contents of the report.
Introduction
The introduction sets out what you plan to say and provides a brief summary of the problem
under discussion. It should also touch briefly on your conclusions.
Report Main Body
The main body of the report should be carefully structured in a way that leads the reader
through the issue.
You should split it into sections using numbered sub-headings relating to themes or areas for
consideration. For each theme, you should aim to set out clearly and concisely the main issue
under discussion and any areas of difficulty or disagreement. It may also include
experimental results. All the information that you present should be related back to the brief
and the precise subject under discussion.
If it’s not relevant, leave it out.
Conclusions and Recommendations
The conclusion sets out what inferences you draw from the information, including any
experimental results. It may include recommendations, or these may be included in a separate
section.
Recommendations suggest how you think the situation could be improved, and should be
specific, achievable and measurable. If your recommendations have financial implications,
you should set these out clearly, with estimated costs if possible
A Word on Writing Style
When writing a report, your aim should be to be absolutely clear. Above all, it should be easy
to read and understand, even to someone with little knowledge of the subject area.
You should therefore aim for crisp, precise text, using plain English, and shorter words rather
than longer, with short sentences.
You should also avoid jargon. If you have to use specialist language, you should explain each
word as you use it. If you find that you’ve had to explain more than about five words, you’re
probably using too much jargon, and need to replace some of it with simpler words.

Page 52
Consider your audience. If the report is designed to be written for a particular person, check
whether you should be writing it to ‘you’ or perhaps in the third person to a job role: ‘The
Chief Executive may like to consider…’, or ‘The minister is recommended to agree…’, for
example.
A Final Warning
As with any academic assignment or formal piece of writing, your work will benefit from
being read over again and edited ruthlessly for sense and style.
Pay particular attention to whether all the information that you have included is relevant.
Also remember to check tenses, which person you have written in, grammar and spelling. It’s
also worth one last check against any requirements on structure.
For an academic assignment, make sure that you have referenced fully and correctly. As
always, check that you have not inadvertently or deliberately plagiarised or copied anything
without acknowledging it.
Finally, ask yourself:
“Does my report fulfil its purpose?”
Only if the answer is a resounding ‘yes’ should you send it off to its intended recipient.
Types of Business Letters
The term “business letters” refers to any written communication that begins with a salutation,
ends with a signature and whose contents are professional in nature. Historically, business
letters were sent via postal mail or courier, although the internet is rapidly changing the way
businesses communicate. There are many standard types of business letters, and each of them
has a specific focus.
Sales Letters
Typical sales letters start off with a very strong statement to capture the interest of the reader.
Since the purpose is to get the reader to do something, these letters include strong calls to
action, detail the benefit to the reader of taking the action and include information to help the
reader to act, such as including a telephone number or website link.

Page 53
Order Letters
Order letters are sent by consumers or businesses to a manufacturer, retailer or wholesaler to

order goods or services. These letters must contain specific information such as model
number, name of the product, the quantity desired and expected price. Payment is sometimes
included with the letter.
Complaint Letters
The words and tone you choose to use in a letter complaining to a business may be the
deciding factor on whether your complaint is satisfied. Be direct but tactful and always use a
professional tone if you want the company to listen to you.
Adjustment Letters
An adjustment letter is normally sent in response to a claim or complaint. If the adjustment is

in the customer’s favor, begin the letter with that news. If not, keep your tone factual and let
the customer know that you understand the complaint.
Inquiry Letters
Inquiry letters ask a question or elicit information from the recipient. When composing this
type of letter, keep it clear and succinct and list exactly what information you need. Be sure
to include your contact information so that it is easy for the reader to respond.
Follow-Up Letters
Follow-up letters are usually sent after some type of initial communication. This could be a
sales department thanking a customer for an order, a businessman reviewing the outcome of a
meeting or a job seeker inquiring about the status of his application. In many cases, these
letters are a combination thank-you note and sales letter.
Letters of Recommendation
Prospective employers often ask job applicants for letters of recommendation before they hire
them. This type of letter is usually from a previous employer or professor, and it describes the
sender’s relationship with and opinion of the job seeker.
Acknowledgment Letters
Acknowledgment letters act as simple receipts. Businesses send them to let others know that
they have received a prior communication, but action may or may not have taken place.
Cover Letters
Cover letters usually accompany a package, report or other merchandise. They are used to
describe what is enclosed, why it is being sent and what the recipient should do with it, if

Page 54
there is any action that needs to be taken. These types of letters are generally very short and
succinct.
Letters of Resignation
When an employee plans to leave his job, a letter of resignation is usually sent to his
immediate manager giving him notice and letting him know when the last day of empl
As far as formatting of a letter goes, given below is the standard format of

any business letter:
 Letterhead: Most companies have a specific letterhead that you will need to type letters
on. This may make it necessary to adjust the margins so that words are not printed
onto the letterhead area.
 Name and address: Always try to have the name of someone that the letter should go
to, even if you have to call to find it out.
 Date: This is the date that the letter was written. It should be written out, such as January
15, 2018.
 Reference: This gives a short description of what the purpose of the letter is. For
example, one might write "lost invoice" or "account number 23654" or something like
that.
 Salutation: If you do not know the person, use a more formal one, such as Dr. Brian
Lowden.
 Subject matter/body: Single-space and left justify for modified block and block style
letters. Have one blank line between paragraphs. The first paragraph should have a
friendly opening and state the purpose of the letter. The subsequent paragraphs
should support the purpose you stated in the first paragraph.
 Closing: This should be "thank you," "sincerely," or something similar.
 Signature: This is the actual signature of the person the letter is from, which may be
different from the person who wrote the letter.
 Typist initials: These are the initials of the person who typed the letter. These are not
the initials of the person who it is from. If they are both the same person. then this line
Page 55
is not necessary. Usually the first initials would be that of the writer, and the second
initials are of the typist and are in lowercase. For example: JW/sc.
 Enclosures: List here anything else you may be sending, such as a brochure, samples,
etc.
Each of these areas has a proper place, depending on which type of letter you are creating.
What goes in each area also may vary, depending on whom the letter is being sent to and who is
writing it. There are three main styles of business letter: block, modified block, and semi-block
styles. Each is written in much the same way, including the same information, but the layout
varies slightly for each one
Sample Modified Block Style Letter
Sender's name
Sender's address
(1 space)
Today's date
(drop down four lines)
Recipient's business name
Attention: person it's going to
Recipient's address
(drop down two lines)
Dear Name:
In this type of modified block letter, all the paragraphs line up at the left
margin. You do not need to indent at all. The margins should be set to 1-
1.5" all the way around the page. If you are using company letterhead,

Page 56
you will need to account for that in figuring the margin where the
letterhead is placed on the page.
You only need to single-space between sentences. Leave an extra open

line between paragraphs.
Sincerely,
(drop down four lines)
Signature here
Add name,
Add title
[Identification initials]
Enclosures:
cc: Name
Name

Page 57

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Business Communication

JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY ANANTAPUR

JYYOTHEESMV MBA, IRDA, ASST. PROFESSOR

1. The sender has an idea

2. The sender encodes the idea

JYYOTHEESMV MBA, IRDA, ASST. PROFESSOR

3. The sender transmits the message

4. The receiver gets the message

5. The receiver decodes the message

6. The receiver send feedback to the sender

Noises or Barriers to Communication Process

Throughout the communication process, unintentional interference’s occur, distorting or

JYYOTHEESMV MBA, IRDA, ASST. PROFESSOR

Elements of the Communication Process

Elements of the Communication Process

JYYOTHEESMV MBA, IRDA, ASST. PROFESSOR

Encoding is the formulation of messages in the communicator’s mind, that is,

Feedback is the response or acknowledgement of receiver to the communicator’s message.

In face-to-face communication the receiver responds naturally, directly and immediately.

JYYOTHEESMV MBA, IRDA, ASST. PROFESSOR

13 Essential of an Effective Communication System | Business Management

always be in common and easily understandable language so that it may not be

misunderstood by the persons receiving it.

(2) Adequacy of Message:

adequacy of information being transmitted depends upon the intellectual capabilities of

JYYOTHEESMV MBA, IRDA, ASST. PROFESSOR

(3) Consistency of Message:

confirm it from the receiver.

environment and position.”

JYYOTHEESMV MBA, IRDA, ASST. PROFESSOR

(7) Determine Medium:

is to be communicated. All aspects of oral or written communication must be carefully

(8) Tone and Content:

what he is trying to communicate.

(9) Timing and Timeliness:

(10) Support with Action:

be good listeners. It is dangerous to be inattentive or indifferent when others are attempting to

communicate. The ten commandments of American Management Association state:

JYYOTHEESMV MBA, IRDA, ASST. PROFESSOR

and only then you are successfully communicating.”

honest attempts that good communication relations can be developed.

Following are the chief characteristics of the formal communication:

(1) Written and Oral:

communication, while the policy matters require written communication.

(2) Formal Relations:

JYYOTHEESMV MBA, IRDA, ASST. PROFESSOR

(3) Prescribed Path:

(4) Organisational Message:

messages are out of its jurisdiction.

(5) Deliberate Effort:

its creation. It is decided keeping in view the objectives of the organisation.

(1) Maintenance of Authority of the Officers:

as a result of whom the dignity of the line superiors is maintained. Consequently, it is

for effective and successful control.

(2) Clear and Effective Communication:

JYYOTHEESMV MBA, IRDA, ASST. PROFESSOR

communication is capable of making available timely information. Hence, it is clear and

(3) Orderly Flow of Information:

flow of information is systematic.

(4) Easy Knowledge of Source of Information:

(1) Overload of Work:

to be communicated. Under formal communication, they are routed through a definite

works are left unattended.

(2) Distortion of Information: