Theory of Business Communication
Unit 1. Introduction to Business Communication
Business communication is one of the most important tool for an organization to succeed in a professional manner.
Business Communication is the ability of a group of individuals to speak the same language internally and externally towards business promotion.
Definition:- Business communication is a sharing of information between people within and outside an organization that is performed for the commercial benefit of the organization.
Objectives of business communication:
1. Achieving organization goals:
The main objective of communication is to help managers in achieving organization goals.
2. Exchanging of information:
Another objective of communication is to exchange information between employees of an organization.
3. Increasing efficiency:
Communication helps to increase the efficiency of the employees of an organization by supplying information timely relating to the work.
4. Coordination and cooperation:
Another important objective of communication is to help in coordinating and cooperating the activities of various work groups and departments working within the organization.
5. Creating relationship with external parties:
Communication helps to create good relationship with external parties of the organization.
6. Decision making: Communication helps managers to take decisions.
Need and Importance of Communication
(i) Acts as basis of coordination:
It provides coordination among departments, activities and persons in the organisation.
(ii) Helps in smooth working of an enterprise:
All organisational interactions depend on communications.
(iii) Acts as basis of decision making:
Communication provides needed information for decision making.
(iv) Increases managerial efficiency:
Communication is essential for quick and effective performance of managerial functions.
(vi) Establishes effective leadership:
Communication is the basis of leadership.
(vii) Boosts morale and provides motivation:
An efficient system of communication enables management to motivate, influence and satisfy the subordinates.
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Unit 2. Channels Of Communication
Network and Channels:
(i) Single chain:
This network exists between a supervisor and his subordinates. Since many levels exist in an organisation structure, communication flows from every superior to his subordinate through single chain.
(ii) Wheel:
In wheel network, all subordinates under one superior communicate through him only as he acts as a hub of the wheel. The subordinates are not allowed to talk among themselves.
(iii) Circular:
In circular network, the communication moves in a circle. Each person can communicate with his adjoining two persons. In this network, communication flow is slow.
(iv) Free flow:
In this network, each person can communicate with others freely. The flow of communication is fast in this network.
(v) Inverted V:
In this network, a subordinate is allowed to communicate with his immediate superior as well as his superiors superior. However, in later case, only prescribed communication takes place.
Q. What is Feedback?
Ans. Feedback includes all those actions of receiver indicating that he has received and understood message of sender.
Types of communication models:
Philip Koller suggested four models for an effective communication:-
1. Rhetorical Model.
2. Propagandistic Model.
3. Negotiation Model.
4. Communication Model.
Barriers to Communication :-
(1) Semantic barriers:
Semantic barriers are concerned with problems and obstructions in the process of encoding and decoding of message into words or impressions.
(i) Badly expressed message:
These badly expressed messages may be an account of inadequate vocabulary, usage of wrong words, omission of needed words etc.
(ii) Symbols with different meanings:
A symbol/word may have several meanings.
(iii) Faulty translations:
Sometimes the communications originally drafted in one language (e.g., English) need to be translated to the language understandable to workers (e.g., Hindi). If the translator is not proficient with both the languages, mistakes may create problems.
(iv) Un-clarified assumptions:
Some communications may have certain assumptions which are subject to different interpretations.
(v) Technical jargon:
Technical jargon while explaining to persons who are not specialists in the concerned field.
(vi) Body language and gesture decoding:
If there is no match between what is said and what is expressed in body movements, communications may be wrongly perceived.
(2) Psychological barriers:
The barriers is related to the state of mind of both sender and receiver.
Some times people evaluate the meaning of message before the sender completes his message.
(ii) Lack of attention:
Sometime the receiver may not respond the message sent by the sender.
(iii) Loss by transmission and poor retention:
When communication passes through various levels, there may be loss or inaccurate transmissions of the message for long time.
(iv) Distrust:
If the parties do not believe each other, they can not understand each others message in its original sense.
(3) Organisational barriers:
The barrier is related to organisation structure.
Example:(i) Organisational policy:
If the organisational policy, explicit or implicit, is not supportive to free flow of communication.
(ii) Rules and regulations:
Sometimes rigid rules and procedures may be a hurdle to communication.
(iii) Status:
Sometimes status of superior may create psychological distance between him and his subordinates.
(iv) Complexity in organisation structure:
Sometimes communication gets delayed where there are number of managerial levels are more in an organisation.
(v) Organisational facilities:
If facilities for smooth, clear and timely communications are not provided communications may be hampered.
(4) Personal barriers :
Examples of personal barriers.
If superiors do not have confidence on the competency of their subordinates, they may not seek their advice or opinion.
(ii) Unwillingness to communicate:
Sometimes, subordinates may not be prepared to communicate with their superiors, if they perceive that it may adversely affect their interests.
(iii) Lack of proper incentives:
Sometimes if there is no reward or appreciation for good suggestion, the subordinates may not be willing to offer useful suggestions.
(iv) Lack of confidence of superior on his subordinates:
Sometimes superior may feel fear of challenging the authority.
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Unit 3. Types Of Communication
FORMAL AND INFORMAL COMMUNICATION:
Formal Communication:
Formal communication flows through official channels designed in the organisation chart.
Formal communication may be further classified as –
(i)Vertical and
(ii)Horizontal.
(i) Vertical communication:
Flows vertically i.e., upwards or downwards through formal channels.
Upward communications:
It refer to flow of communication from subordinate to superior.
for examples : application for grant of leave, submission of progress report, request for grants etc.
Upward communications:
It indicates communication from a superior to subordinate.
for examples : sending notice to employees to attend a meeting, ordering subordinates to complete an assigned work, passing on guidelines framed by top management to the subordinates etc.
(ii) Horizontal or lateral communication:
Horizontal or lateral communication takes place between one division and another.
for examples : A production manager may contact marketing manager to discuss about schedule of product delivery, product design, quality etc.
Informal Communication:
Communication that takes place without following the formal lines of communication is said to be informal communication.
Q. Which communication is known as 'Grapevine' ?
Ans. Informal Communication is known as ‘grapevine’ because it spreads throughout the organisation with its branches going out in all directions in utter disregard to the levels of authority.
Corporate communication
The system of communication which is created at the organisation level to full fill the organisational objectives by coordinating and cooperating the activities of the employees through the process of exchanging of message, information, thoughts, views, ideas, etc., is called corporate communication.
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