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‡ Communication is derived from the Latin word communis which
means ³to share´ that is, sharing of ideas, concepts , feelings and
emotions.

‡ Man being a social animal is constantly interacting with other

individuals.

‡ It is necessary to understand the art of communication and apply or

modify it in a suitable manner.

‡ Humans have a unique ability to symbolize or to understand

concepts in terms of images or symbols.

‡ It is this ability that helps him to communicate.

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‡ Communication is thus much more than an understanding of the
spoken or written language .

‡ It is a composite of symbols, gestures, and illustrations that

accompany either the spoken or written word.

‡ Communication involves ensuring that the message has reached the

target audience , and that the receiver understands and responds as
sender wants him to.

‡ It also involves ensuring that you yourself take care to receive ,

understand , interpret and respond to messages that are sent to
you.
 
‡ Communication is a two way process in which there is an exchange
and progression of ideas towards a mutually accepted direction or
goal.

‡ Communication may be broadly defined as the process of

meaningful interaction among human beings. More specifically , it is
the process by which meanings are perceived and understandings
are reached among human beings.
 
‡ The term business communication is used for all messages that we
send and receive for official purposes like running a business ,
managing an organization , conducting the formal affairs of an
organization.

‡ Business communication is more formal than personal

communication.

‡ It includes both written and oral communication.

‡ Competence in communication is the primary element in the skills

of management.

‡ Through communication we exercise influence on others, bring

about changes in the attitudes and views of our associates, motivate
them and establish and maintain relations with them.
 
‡ Communication is central to everything we do.

‡ It holds an organization together, without communication an

organization cannot function at all.

‡ Ability to work well in teams , to manage your subordinates and your

relationships with seniors, customers and colleagues , depends on
your communication skills.

‡ Communicating to the masses about the product is the essence of

business.( in the form of advertisements and public relations).
 

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- We do not always succeed in conveying what we want to.
- It takes place even when we do not plan it and we r not conscious
of it.
- Our non verbal behavior also conveys something about us.

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- It is an ongoing activity and is always changing.
- We bring to our communication all our previous experiences,
feelings, thoughts and attitudes.
 

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- Every component of the process is affected by every other
component.
- Disturbance at any stage in the communication process affects the
entire process.

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- Exchange of ideas and information is involved.
- Sender and receiver also come to a common meaning as a result
of the communication.
 

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- it is a two way traffic upward and downward.

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- The process of communication is complete as soon as the
message is received and understood by the receiver in the right
perspective.
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- The main object of the communication is to convey right
message to right person.
- The conveyed message should be well understood and
accepted by the receiver in the right perspective.

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- Communication coordinates the activities of different persons
engaged in running a business.
- Co-ordination without communication is a remote possibility.

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- Communication develops good industrial relations as it conveys
the feelings , ideas , opinions and viewpoint of one party to the
other party.
- They understand each other and dispel any misunderstanding.
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- Communication helps managers to understand human behavior
at work.
- Communication of ideas , facts, opinions , information and
feelings add value to the knowledge of managers about various
happenings in the organization and behavior of people.
- Thus communication is the process of learning.

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- The policies and programmes to guide workforce should be
conveyed properly to those who are really responsible for the
execution of work to achieve the organizational goals.
- Only effective communication can translate the policies into
action.
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- Is the one who initiates the action of communicating.
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- Is the person for whom the communication is intended.
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- Is the sender¶s reason for communicating, the desired result of
the communication.
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- Is the background in which the communication takes place.
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- Is the information conveyed.
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- Is the means or method used for conveying the message.
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- Is the receiver¶s response to the communication as observed by
the sender
 
‡ Communication has been defined as a concept.
‡ The process is a concept which is dynamic and ever-changing in
nature.
‡ A process has at least four elements :
- Action
- A continuous change in time
- Progress over time
- Result
‡ Communication being a process requires at least two persons- a
sender and a receiver.
‡ The sender conceives the idea , gives it a shape , decides the mode
of communication to convey the idea and convey it.
‡ The receiver receives it , tries to understand it and finally takes an
action.
 

 
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Conceiving Encoding Transmission Receiving Decoding Behavior

of the idea the of the of the the or Action
by the message message message message on the
sender or by the message
source receiver
 

‡ The entire process of communication requires at least the above

six steps:

1. Ideation
2. Encoding
3. Transmission
4. Receiving
5. Decoding
6. Action
 
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+ It is the first step in the communication process.
- Here the sender thinks of an idea which he wants to communicate to the
other party.
- This is the content and the basis of the message.
- The sender must also keep in mind the party to whom the message is
intended to be conveyed, and also the channel to be used.

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- Encoding is translation of an already conceived idea by the sender into a
message appropriate for transmission.
- The message is composed into words and symbols having a certain
meaning.
- It also includes the selection of the mode of communication.
- The manner in which the message is encoded depends upon the mode of
communication.
 
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- It involves conveying the message as encoded by the sender.

- Transmission conforms to the method selected by the sender in the
preceding step.
- The sender also decides on the channel of communication through which
the message is to travel from the sender to the receiver.
- The channel may be mass media such as newspaper , radio , TC etc. or
interpersonal involving direct exchange such as telephone ,
correspondence, or non verbal symbols like hand or facial gestures etc.
- The sender must consider the effectiveness of the channel in making his
selection.
- A channel should be such that it minimizes the possibility of the distortion
of the message.
 
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- The next step is the receiving of the message by the receiver.
- The receiver must pay due attention to the message he receives.
- Any neglect on the part of the receiver may make the communication
ineffective so that the message is lost.
- Thus the receiver should be a good listener in the case of an oral
message , however listening alone is not sufficient , he should also be
willing to understand it.

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- Decoding is the reverse of encoding.
- It means translation of symbols etc. encoded by the sender into an idea for
understanding.
- The receiver decodes the message by changing symbols into a meaning.
- Understanding the message sent by the sender is the key to decoding.
- If the receiver cold not decode the message correctly to make it
understandable , or misunderstands it , or pretends to misunderstand it
whereas he understands it well , the communication is rendered ineffective.
- This happens because perceptions of two persons may be quite different.
 

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- It is the response by the receiver of the communication.
- He may ignore the message completely , or may store it , or may
act as directed by the sender.
- Thus it is an action or reaction on the part of the receiver in
response to the message received by him from the sender.
- He may also send a message to the sender in response to the
original message from the sender.

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‡ Anything emanating from the mouth is referred to as oral.

‡ Under this the components would fall as words or the manner in which
words are pronounced.
‡ More important than the words is paralanguage or voice articulation.
‡ The listener pays more attention to voice modulations than he does to the
actual words.
‡ If there is some dichotomy between the two, it creates conflict in the mind of
the listener and he believes the voice modulation more than the words.
‡ In oral communication words should be carefully chosen as words both
denote and connote a meaning.
‡ The former is the literal meaning of the word , the latter would be the implied
meaning .
‡ A difference between the two , can lead to a ³sarcastic remark´.
‡ This is also evidenced in tone and voice modulations.
‡ Thus the intention of the sender behind the words or the connotations are
more important.

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‡ Non verbal communication is an integral part of us and helps in

communicating effectively.
‡ The way an individual positions himself, holds his hands , tilts his head , all
transmit volumes about the individual.
‡ A receiver observes non-verbal communication 55% of the time.
‡ The µfeel¶ for an understanding of body language is present in all.
‡ As communication is a two way process, the distance maintained between
the two interactants display the relationship shared by them.
‡ Each individual has around him four zones or territories:
- Intimate
- Personal
- Social
- Public .
‡ Depending upon the relationship shared with the other participant , entry in
the various zones are permitted.

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‡ The clothes that an individual wears , the accessories that he carries ± all
send across a message. E.g. Different clothes for different occasions.
‡ While observing someone we do not make a deliberate attempt to
segregate the various components of communication and analyse the
person.
‡ It is an involuntary exercise that helps us in judging an individual of his
capabilities sand competencies

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‡ Written communication takes on a number of forms.

‡ The writer ahs to be extra cautious at the time of formulating a message , if
it is of formal nature.
‡ What ever is written is in black and white and is used mostly for
documentation of information or circulation to all concerned.
‡ Thus the writer cannot shift his stand.
‡ There might be errors about the understanding of the script , but the
chances are minimal.
‡ Written communication is the most formal of all types of communications.
‡ It is also bound by the dictates of the organization.
‡ Most companies have their typical manner of functioning and sending
written messages.
‡ They are accustomed to set pattern and any deviation from the norm can
create a disturbances.

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‡ With the progression of technology, written communication had widened its

horizon to encompass electronic means of communicating messages.
‡ E-mail is an excellent example of this.
‡ Transmitting of written messages within the company or outside can be
done easily.
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‡ If there are conditions contrary to the smooth functioning of the
communication process , then the entire process is bound to suffer
from setbacks.
‡ They are referred to as communication barriers.
‡ They create impediments in the progress of the interaction.
‡ Identification of these barriers is extremely important.
‡ The barriers can be categorized into :
- Sender ± oriented
- Receiver - oriented

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1. Badly expressed message

2. Loss in transmission

3. Semantic problem

4. Over/Under communication

5. ³I´ Attitude

6. Prejudices

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1.Loss in impact Badly expressed message Think prior to speaking

2.Ineffective grasp of message Loss in transmission Remove physical noise

3. Misunderstood statements Semantic problem Use simple language

4. Grouping for the right message Over/Under communication Make the quantum of
communication just right
5. Lack of collaborative effort ³I-attitude´ Minimize usage of ³I´

6. Biased communication Prejudices Formulate messages with

an open mind.
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1. Poor retention

2. Inattentive listening

3. Tendency to evaluate

4. Interests and attitudes

5. Conflicting information

6. Differing status and position

7. Resistance to change

8. Refutations and arguments

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1. Dichotomy in reception and Poor retention Jot down points

comprehension
2. Partial grasp f topic Inattentive listening Keep the mind open

3. Distancing from the speaker Tendency to evaluate Delay evaluation

4. Lack of interest Differences in interests Find an area of interest

and attitudes
5. Mental turbulence Conflicting information Check reliability and validity

6. Superior attitude Differing status/Position Listen to ideas

/Self experience
7. Mental block Resistance to change Be open to changes

8. Lack of provision of correct Refutations and Enter into healthy

feedback arguments discussions
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In any business environment , adherence to the 7 C¶s helps in
transmitting his message with ease and accuracy.

7 C¶s Relevance
1 Credibility Builds trust
2 Courtesy Improves relationships
3 Clarity Makes comprehension easier
4 Correctness Builds confidence
5 Consistency Introduces stability
6 Concreteness Reinforces confidence
7 Conciseness Saves time
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‡ If the sender can establish his credibility, the receiver has no

problems in accepting his statement.
‡ Establishing credibility is not the outcome of a one-shot
statement.
‡ It is a long-drawn out process in which the receiver through
constant interaction with the sender understands his credible
nature and is willing to accept his statements as being truthful and
honest.
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‡ Attempts should be made at being courteous in expression.

‡ In the business world , almost everything starts with and ends in
courtesy.
‡ Much can be accomplished if tact , diplomacy and appreciation of
people are woven in the message.
‡ Expressions that might hurt or cause mental pain to the receiver
should be avoided.
‡ It becomes essential that the µI¶ attitude be discarded and in favor
of the µyou¶ attitude.
‡ Development of the interest in the µyou¶ will perforce make the
other individual also see the point of view of the other.
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‡ Absolute clarity of ideas adds much to the meaning of the

message.
‡ The first stage is the clarity in the mind of the sender.
‡ The next stage is the transmission of the message in a manner
which makes it simple for the receiver to comprehend.
‡ Simple language and easy sentence constructions , which are not
difficult for the receiver to grasp , should be used.
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‡ At the time of encoding , the sender should ensure that his

knowledge of the receiver is comprehensive.
‡ The level of knowledge , educational background and the status
of the decoder help the encoder in formulating his message.
‡ In case there is any discrepancy between the usage and
comprehension of terms , miscommunication can arise.
‡ If the sender decides to back up his communication with facts and
figures , there should be accuracy in stating the same.
‡ The usage of terms should be nondiscriminatory. E.g. Addressing
men and women equally.
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‡ The approach to communication should be , as far as possible, be

consistent.
‡ There should not be too many ups and downs that might lead to
confusion in the mind of the receiver.
‡ If a certain stand has been taken , it should be observed without
their being situations in which the sender is left grouping for the
actual content or meaning.
‡ If the sender desires to bring about a change in his understanding
of the situation , he should ensure that the shift is gradual and not
hard for the receiver to comprehend.
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‡ Concrete and specific expressions are to be preferred in favor of

vague and abstract expressions.
‡ The facts and figures presented should be specific.
‡ Abstractions or abstract statements can cloud the mind of the
sender.
‡ Wrong: ³There has been a tremendous escalation in the sales
figures.´
‡ Right: ³ There has been an escalation in the sales figures by 50%
as compared to last year.´
‡ The receiver is more apt to listen and comprehend the latter as it
has factual details.
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‡ The message to be communicated should be as brief and concise

as possible.
‡ Simple and brief statements should be made.
‡ Excessive information can also sway the receiver into either a
wrong direction or into inaction.
‡ Quantum of information should be just right , neither too much nor
too little.
‡ It should be crisp, concise and to the point.