Business Communication

1. TYPES OF COMMUNICATION
By
Bonala Kondal

2. What is communication ?
 Derived from the Greek word “communicare” or
“communico” which means “to share”.
 Community implies a group of people living in
one place.
 Languages are the codes of communications.

3. Types of communication.
communication
verbal
Formal
Non-verbal
Informal
Kinesic
Downward
Lateral
Upward
Diagonal
Grapevine

4. Non-verbal communication
 Through signs & symbols.
 Non-verbal can go without
verbal communication.
 Verbal can’t go without
non-verbal communication.

6. Verbal communication.
 Two types of verbal communication.
 (1) formal communication.
(2) informal communication.

7. Formal communication
 We use this type of communication in
offices and social gathering.
 Two types of formal communication.
 (1) Downward
(2) Upward

8. (1) Downward communication
 Higher designation to lower
designation.
 Ex. Boss ordered his
worker.
 Here effect of this type of
communication is very much
than upward communication.

9. (2) Upward communication.
 Lower designation to
higher designation.
 Ex. Worker request to his
boss.
 Here the effect of
communication is less than
downward communication.

10. Informal communication.
 We use this type of communication with
our family or friends.
Three types of informal communication.
 (1) lateral
 (2) diagonal
 (3) grapevine

11. Lateral communication.
 Found among members working at the same
level.
 Ex. Peer group.
 Most effective form of communication.
 Barrier of subordinates or boss is not
present here.

12. Diagonal communication.
 The path is mixture of vertical and
horizontal movement.
 In large communications various
departments need communication
support from each other.

13. Grapevine communication.
 Also called as “backbiting” or
“backstabbing”.
 A backstabber is a colleague or an
employee who acts like a friend in public
but badmouth you in private.

14. Verbal Communication: Oral
 “The Man Who Can Think And Does Not
Know How To Express What He Thinks,
is at the same level who as the person
cannot Think”.

15. Characteristics/salient Features of
Oral Communication
Instantaneous Two Way Process
One Off Exercise
Day To Day Language
Presence Of Sender And Receiver
Principles
Effect Of Body Language And Speech
Modulation
 It Cannot Be Erased Or Mended

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

16. Method Of Oral Communication
 Among Individuals
1.Face To Face
Conversation
2.Interviews
3.TelePhone
Conversations
4.grapevine
 Among Groups
1.Negotiations
2.Meetings
3.Lecture/Speech
4.Presentation
5.Conferences/Seminars
/Workshops

17. Need For Learning Oral
Communication Skills
Help In Problem Solving
Resolve conflict
Influence People To Work Together
Persuade Other To Be Involved In
Organizational Goals
 Be Assertive Without Being Aggressive
 Develop Listening Skills
 Be An Effective Negotiator

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

18. Oral Communication
 Advantages
1.Immediate FeedBack
2.Better Relationships
3.Time Saving
4.Effective Tool Of Persuasion
5.Effective Tool Of group communication
6.Economical
7.Allows To Measure Effectiveness Immediately
8.It Is The Only Way out During An Emergency

19. Disadvantages
1.Lack Of Retention/Documentation
2.Distortion In Passing The Message
3.No Legal Validity
4.Possibility Of Misunderstanding
5.Unsuitable For Long Messages
6.Difficulty In assigning Responsibility
7.It Is Constrained by physical Barriers
8.Not Effective when The Target group Is
Spread Out

20. Tips for Effective Oral Communication
1.Consider The Objective
2.Be Confident
3.Think About The interest Level Of The Receiver
4.Be Sincere And Honest
5.Use simple Language And Familiar Words
6.Be Brief And Precise
7.Avoid Vagueness And Generalities
8.Give Full Facts
9.Use Polite Words And Tones
10.Leave Out Insulting Message
11.Say Something interesting and Pleasing To The
recipient

21. …
12.Allow Time To Respond
13.Avoid Disagreement And Argument
14.Avoid use Of slang Words
15.Be Sensitive And Courteous To The Listener
16.Develop New Areas Of Conversation
17.Maintain Eye Contact
18.Exhibit Positive Gestures And Body Language
19.Be Descriptive But Not Evaluation
20.Avoid Making The Speech Monotonous And
Boring
21.Don’t Be Repetitive
22.Hear The Other Person Too
23.Try To Summarize The Discussions For Clarity

22. Verbal Communication: Written
True Ease In Writing Come from Art,
Not Chance, As Those Move Easiest ,
who Have Learnt To Dance.

23. Methods Of Written Communication
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





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Letters
Memoranda
Notices
Minutes
Circulars
Agenda
Manuals
Handbooks
Reports
Orders
Enquiries
Complaints
Quotations
Contracts
Forms

24. Characteristics Of Written
Communication
Most Formal Type Of Communication
Used For Documentation
Used For Circulation Of Information
Conventional by nature
Presence Of Both Sender And Receiver Is
Not Necessary At The Same Time
 A Creative Activity
 Time Factor
 It has fewer Cycles
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25. Written Communication
 Advantages
1.Ready Reference
2.Legal Defence
3.Promotes Uniformity
4.Mass Access
5.Suitable For Distance
Communication
6.Images Building
7.Accurate and
Unambiguous
8.Permanent In Nature
9.Facilities In Order To
Assign responsibility
10. Permits substitution and
revision.

-
DisAdvantages
Limited to literate world
Time consuming
Lot of paper work
Needs expertise in
expression
Lack of immediate
feedback
Costly
More man hours needed
No immediate
clarification

26. Non verbal communication
 Which does not involve words or
speech.

27. Characteristics of non-verbal
communication
Instinctive
Less conscious
Subtle
Complimentary to verbal
communication
 Forms the larger par of the overall
communication activity





28. Relationship of non-verbal message
with verbal message
 A non verbal message can
complement a verbal one.
 It can emphasize a verbal one.
 It can repeat a verbal one.
 A non verbal message can regulate a
verbal one.
 It can substitute for a verbal one.
 A non verbal message can contradict
a verbal one.

29. Classification of Non-verbal
communication





Kinesics: Body language
Proxemics : Space language
Time language
Paralanguage
Sign language

30. Kinesics
 It means body movements.
 Body language is the reflection of thought,
feelings and position.
 It includes
- Facial expressions
- Eye contact
- Gestures
- Body shape and posture
- Appearance

31. Why is Body Language important?
 Body language plays a big role in
intuition as it gives us messages
about the other person, that we can
interpret at an intuitive level.
55%
7%
38%

32. Facial expressions


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

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Happiness
Surprise
Fear
Anger
Sadness
Interest
Bewilderment
Determination

33.  Direct eye contact of more than 10
seconds can create discomfort and anxiety.
 Averted eyes show anger, hurt feelings.
 Looking at somebody for a long time
shows the intensity of our interest in him.

34. Gestures
 Emblems:
- Patting the stomach – I’m full of food.
- Nodding the head up and down – yes
- Yawning – I’m bored.
- Waving – hello
Illustrators
Regulators
Displays
Adaptors

35. Gestures
 Positive
- Leaning a little towards
the speaker.
- Tilting the head.
- Eye contact with the
speaker.
- Gently nodding the
head in agreement.
 Negative
- Hands in the pocket
- Covering the mouth
with the hand while
speaking
- Scratching
- Drumming fingers.
- Tapping feet
- Sitting on the edge of
the chair
- Clicking the pen

36. Proxemics / Space Language &
Surroundings
 Proxemics is the study of how we communicate
with the space around us.
 Space Language
- intimate zone – physical contract/touch to 18
inches.
- personal zone – 18 inches to 4 feet.
- social zone – 4 to 12 feet.
- Public zone – 12 feet to as far as we can see
and hear.

37. Paralanguage
 Para means ‘like’
 Paralanguage literally means like
language.
 It tells us how speaker verbalizes his
words/speech.
 Verbal includes ‘what’ but
paralanguage includes ‘how’

38. Voice

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Pitch variation
Speaking speed
Pause
Non fluencies
Volume variation
Pronunciation
Word stress

39. Sign Language
 Use of mutually understood
signs/symbols between the sender
and receiver of a message or piece of
information.
 Language is systematic set of
symbols.

40. Visual sings

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Pictures
Caves / temples / buildings
Drawing pictures
Cartooons/caricatures
Statues/effigies
Maps and diagrams
Red light, colours of flags

41. Audio/Sound Signals

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Drumbeating
Alarms
Various kinds of sirens
Blowing horn
Sound signalling system

42. Touch



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Intimate touch
Friendly touch
Professional touch
Social touch

43. Generally, people retain






10%
20%
30%
50%
70%
90%
of
of
of
of
of
of
what
what
what
what
what
what
they
they
they
they
they
they
READ
HEAR
SEE
SEE and HEAR
SAY
SAY and DO

44. Communication Process
Noise
Sender
Encoding the
message
Message
Feedback
Decoding the
message
Receiver

45. Barriers to Effective Communication
 The barriers/negative forces may
affect the effective communication by
acting upon any or all of the basic
elements of communication process
and sender/receiver/channel.

46. Different Types of Barriers
a.
b.
c.
d.
e.
f.
Semantic barriers
Organizational barriers
Interpersonal barriers
Individual barriers
Cross cultural barriers
Physical barriers/channel and media
barriers
g. Technological barriers

47. Semantic Barriers
 Words having similar pronunciation
but multiple meaning
 Badly expressed message
 Wrong interpretation
 Unqualified assumptions
 Technical language

48. Organizational Barriers
o
o
o
o
o
o
Organization culture and climate
Organizational rules and regulations
Status relationships
Complexity in organizational structure
Inadequate facilities and opportunity
An lack of co-operation between
superior and subordinate

49. Interpersonal Barriers
(superior-subordinate)
1.
-
Barriers emanating from superiors
shortage of time for employee
lack of trust
lack of consideration for employee’s
needs
- wish to capture authority
- fear of losing power of control
- information overload

50. Interpersonal Barriers
(superior-subordinate) -2
2. Barriers emanating from subordinates
- lack of proper channel
- no interest to communicate
- lack of co-operation
- lack of trust
- poor relationship between superior
and subordinate
- fear of penalty

51. Individual / Psycho-sociological
Barriers
1.
i.
ii.
iii.
iv.
v.
vi.
Style
Linguistic accent
The form of expression
The level of drama
Types of humour
The choice of brevity
The choice of discriminatory/non
discriminatory communication modes
vii. The qualities of credibility and charisma

52. Individual / Psycho-sociological
Barriers - 2
2. Selective perception
3. Halo effect
4. Status relationship
5. Poor attention and retention
6. Inattention
7. Undue importance of written words
8. Defensiveness
9. Closed mind
10. State of health
11. Filtering

53. Cross-cultural/ Geographic Barriers






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National character/basic personality
Language
Values and norms of behaviour
Social relationships
Concept of time
Perception
Non verbal communication

54. Physical Barriers/ Channel and
media Barriers
•
•



Noise
Environment
External transreceivers
Number of links in the chain
Circumstantial factors
• Defects in the medium

55. Technical Barriers
1.
2.
3.
4.
5.
i.
ii.
iii.
iv.
Communication usually fails
If the message can be understood
Filtering
Meta communication
Noise in communication process
Human sounds
Traffic
Telephone instruments
Birds, trees, fans, chalk writing, use of
duster, projectors and nasal voice.

56. Overcoming the Barriers
 Constant effort
 Desired to be effective and efficient
 Check continuously during the
communication
 Be fully attentive
 Listen, listen, listen and listen again
 Share opinions, feelings and
perceptions generated by the
message

57. Measures to overcome Barriers in
communication
 Fostering good relationship
 Purposeful and well focused communication
 Co-ordination between superior and
subordinates
 Avoid technical language
 Feedback
 Accuracy
 Clarity in message

58. Measures to overcome Barriers in
communication - 2
 Communication of organizational
philosophy
 Flat organizational structure
 Division of labour
 Organization policies
 Minimize semantic problem
 Proper communication channels
 Right feedback

59. ‘