Business Communication_ACC_1103

Course Teacher
Surya Khanum Mim
 Topic – 01 (Lecture 2,3 & 4)
The Basics of Communication
Definition of communication

The word communicate comes from the Latin word “communicate” that
means-
• To impart
• To participate
• And to share
It’s a process by which information is exchanged between individuals through
a common system of symbols, signs, or behavior. It is the process of sharing
our ideas, thoughts, and feelings with other people and having those ideas,
thoughts, and feelings understood by the people we talking with.
When we communicate we speak, listen, and observe
Cont…
• Conscious and intentional
Nonverbal
Verbal

• Unconscious and unintentional

Nonverbal
Verbal
Objectives of communication

• Buildings awareness
• Providing information
• Providing education
• Motivating people
• Promoting the brand, product, service
• Offering better co-ordination
• Increasing efficiency
• Creating interest
• Organizing resources
Process of Communication

Communication process
Feedback

Message
Sender Encoding Decoding Receiver

Channel

Noise
Cont….
These are the important components of communication and it work
together like chain.
❖ Sender: the person who is delivering a message to a recipient.
❖ Message: refers to information that the sender is relying to the
receiver.
❖ Channel: the transmission or method of delivering the message
❖ Encoding: transferring the message or idea into signals or symbols.
❖ Decoding: the interpretation of the message.
❖ Feedback: the receiver gives feedback or response for the sender.
This starts an interaction.
The communication process: feedback

• Feedback allows the sender to clarify the message if its true meaning
is not received
❑ Two-way communication: communication channels that provide for
feedback.

❑ One-way communication: communication channels that provide no

opportunity for feedback.
One way communication

• A process in which information flows in only one direction- from the sender
to the receiver, with no feedback loop.
A model of one-way communication
person A (sender) person B (Receiver)

1.Intended meaning 4. Decoding

3. communication channel
2. Encoding 5.Perceived meaning

Encoding is the process of turning thoughts into communication. Decoding is the

process of turning communication into thoughts.
Two- way communication

• A process in which information flows in two directions- the receiver

provides feedback, and the sender is receptive to the feedback.

Sender Receiver
Functions of communication

• Regulation/control: can be used to control the behavior of human

settings. It can be used to regulate the nature and amount of
activities human engage in.
• Social interaction: communication can be used to produced social
interaction. In their daily course of living, human being develop and
maintain bonds, intimacy, relations and associations.
• Motivation: as a function of communication refers to a person using a
language to express desires, needs, wants, likes and dislikes,
inclinations, choices and aspirations.
Cont…..
• Information: communication can be used for giving and getting
information. Giving information usually comes in the form of
statements of facts.
• Emotional expression: human always need to express their emotions
verbally and non-verbally. Emotions are a central part of who we are.
Beyond thinking about the things and people in our world, we feel
about them and about ourselves.
Communication Settings

Communication can take place in the following settings:

❑ Intrapersonal communication
❑ Interpersonal Communication
❑ Machine-Assisted Interpersonal Communication
❑ Mass Communication
Intrapersonal communication

It take place within an individual; we may also say it is self talk. It is

crucial because it provides a person with an opportunity to assess self
or situation, before acting on it, ultimately affecting the person
behavior.
It is a communication that occurs in your own mind. It is the basis of
your feelings, biases, prejudices, and beliefs.
Example: when you make any kind of decisions- what you think about
something-what you want to do on the weekend or when you think
about another person.
Interpersonal communication

It takes place whenever two or more people interact & exchange

messages or ideas. This is also one of the most common forms of
communication in our daily lives. Interpersonal communication may
further categorizes into assertive, nonassertive & aggressive
communication.
It is the communication between two people but can involve more in
formal conversations.
Example: When you are talking to your friends. A teacher and student
discussing an assignment. A patient and a doctor discussing a
treatment. A manager and a potential employee during an interview.
Machine-Assisted interpersonal communication

Machine assisted interpersonal communication or technology

assisted communication involves one or more people communication
by means of a mechanical device or devices with one or more
receivers.
It combines characteristics of both the interpersonal and mass
communication situations.
The growth of the internet and the world wide web has further blurred
the boundaries between these two types of communication.
Mass communication

It is the electronic or print transmission of messages to the general

public. Outlets called mass media include things like radio, television,
film, and printed materials designed to reach large audiences.
Examples: A television commercial. A magazine article. Hearing a song
on the radio. Books, newspapers, billboards.
The key is that you are reaching a large amount of people without it
being face to face. Feedback is generally delayed with mass
communication.
Importance of communication

• Improved productivity
• Better engagement
• Enhance professional success
• Relationship building
• Building better teams
• Conflict resolution
• Career advancement
• Fewer workplace conflicts
• Greater loyalty
• Healthy workplace
• Improved client relations
• Increased morale
• Motivation
• Good communication
• Boosted employee job satisfaction
• Reinforces brand messaging
• Increase engagement
• Promotes team building
• Building trust
• Improves productivity
• Promoting creativity and innovation
• Providing clarity and direction
• Preventing problems
• Increasing coordination
• Confidence
• Increasing managerial efficiency
• Foster strong team
• Social and emotional development
• Educating the masses etc.
Patterns of communication

Communication is a two-way process which involves transferring of

information or messages from one person or group to another. This
process goes on and includes a minimum of one sender and receiver to
pass on the messages. These message can either be any ideas,
imagination, emotions, or thoughts.
• It shows how communication flows within a group.
• Communication patterns are structures in which communication
flows in an organization.
• This can be applied to groups but all to one and one to all
communication are also taken to be communication pattern
Types of communication patterns

Circle

y Chain

Network Wheel
How it is structured?
Circle communication
• There is a leader and a hierarchy in the group members.
• The leader only communicates to the members next to him, like
direct subordinates.
• He/she can not talk with any other members too, like the lowest lever
of workers.
Chain Communication
• All members can not communicate with the leaders of the group like
in the circle communication.
• So, the members might not get the exact message.
• The message reaches to all members either top to bottom level or
from bottom to top level.
• This is one way flow of communication.
Wheel communication

• It has another name called star.

• The wheel network relies on the leader to act as the central (channel)
for the entire groups’ communication.
• Unlike circle and Y communication pattern here all the group
members can communicate directly with the group leader.
Network communication
• Bureaucratic organization communication structures.
• It is a non-systematic network of people with social relations.
• Their job roles are interlinked.
• In this type of communication information flows upward, downward,
and laterally among all member of the group.
• Here information is transmitted in a hierarchical order, from to
bottom.
Y pattern of communication
• The group is separated intro three groups.
• Y pattern of communication is more complicated as there are different
sub-groups within the group. There is a chain of command within the sub group.
The lowest level of each sub group communicate with the members senior to
them. They communicate it with the seniors. Then, that member communicates it
with the leader.
• The group members can communicate with the other members of the group
through leader only. The sub groups cannot communicate with each other. They
need to send to pass the information through the leader to send any message to
other sub-groups.
 Communication

Internal External
It is pattern of communication It is the communication between
between the members of the the organizations with other
same organization. It happens organizations. It happens between
between the employees of the employees of a company and
organization external entities.
Examples include e-mails, team Examples include advertising,
meetings or oral communication public relations, customer service,
personal sellings
Potential communication barriers

• Barrier is an obstacle in a place that prevents us from completing

certain tasks.
• Communication barriers can be defined as the aspects or conditions
that interfere with effective exchange of ideas or thoughts.
Types of barriers

• Physical barriers
• Cultural barriers
• Language barriers
• Emotional barriers
• Gender barriers
• Organizational barriers
• Perceptual barriers
Physical barriers

Physical barriers relate to disturbance in the immediate situation, which can

interfere in the course of an effective communication.
Some of them are easy to alter whereas, some may prove to be tough
obstacles in the process of effective communication.
Factors causing physical barriers
• Defects in media
• Distraction in environment
• Distance
• Ignorance of medium
• Physical disability
Ways to overcome

• To be updated with latest technologies

• Choosing a suitable environment
• Removing obstacle
• Making signs easier to read, example, you could supplement written
signs with pictures and visual signs.
• Self motivation
Cultural Barriers

• Cultures provide people ways of thinking ways of seeing, hearing, and

interpreting the world.
• Similar words can mean different things to people from different
cultures, even when they talk the “same” language.
Factors causing cultural barriers
• Diversified cultural background
• Language and accent
• Behavior and nature
• Religion
Ways to overcome

• Cross culture environment

• Have a thorough knowledge of your counterparts’ culture
background.
• Conduct effective communication workshop.
• Work in groups and run frequent meeting.
Language barriers

• Inability to convers in a language that is known by both the sender

and receiver is the greatest barrier to effective communication.
• When a person uses inappropriate words while conversing or writing,
it could lead to misunderstanding between the sender and a receiver.
Factors causing language barriers
❖ Multi language
❖ Region
❖ Inadequate vocabulary
❖ Interpreting difference
Ways to overcome

• Speak slowly and clearly

• Ask for clarification
• Frequently check for understanding
• Be specific
• Choose your medium of communication effectively
• Be patient
Emotional Barriers

• The emotional state may influence your capacity to make yourself

understood and hamper your understanding of others.
• Many times, emotional barriers on your part or the part of the person
you are speaking which may inhibit your ability to communicate on an
effective level
Factors causing emotional barriers
❖ Fear/insecurity
❖ Mistrust
❖ stress
Ways to overcome

• Motivation and commitment to change

• Peer or mentor support
• Practice expressing recognition
Gender barriers

• Relationships, respect, workplace authority and education are

common ways men and women are pitted against each other.
• Overcoming barriers in gender communication isn’t simple but can be
made clear with a little patience and understanding.
• This barriers arises because men and women have different ways of
thinking and communication.
Factors causing gender barriers
❖ Fear and shy
❖ Environment
❖ misunderstanding
Ways to overcome

• The process of bridging the gap in gender communication requires

the great deal of patience and understanding that only time attention
will teach.
Organizational Barriers
• Organizational structure greatly affects the capability of the employees as
far as the communication is concerned.
• All the internal factors which stymie or block the process of communication
are known as organizational barriers. Some such factors have already been
discussed like restrictive environments, deceptive tactics, communication
network.
Factors causing organizational barriers
❖ Status relationship
❖ One way flow
❖ Organization structure
❖ Rules and regulations
❖ Too many levels in organization structure
Ways to overcome

• Poor structure to the communication

• A weak delivery
• The use of the wrong medium to deliver the communication
• A mixed message
• The message is delivered to the wrong audience
• A distracting environment
Perceptual barriers

• The most common problem is that the people have difference opinion.
• The varied perceptions of every individual give rise to a need for effective
communication.
• We all have our own preferences, values, attitudes, origins, and life
experiences that act as “filters” on our experiences of people, events and
information.
Factors causing perceptual barriers
❖ Difference in understanding
❖ Difference in perception of reality
❖ Differences in values, attitudes and opinions
Ways to overcome

• Start by listening to others

• Clarify if there is confusion
• Stay calm and be positive
Thank You