ADMINISTRATIVE & BUSINESS

COMMUNICATION
Structure of the lecture

 Chapter 1: An overview of Communication

 Chapter 2: The Communication Process

 Chapter 3: Principles of Effective Communication (7 Cs)

 Chapter 4: Types of Communication in Organization

 Chapter 5: Public Relation

 Chapter 6: Media of Communication

 Presentation (By Students)

 CHAPTER ONE
OVERVIEW OF BUSINESS COMMUNICATION
Chapter Outline
 An overviews of Business Communication
 Importance of Business Communication
 Guidelines of Business communication
 Business communication and Management
What Is
Communication?
Communication in General...
 Communication is the sum total of the entire things one person does
when he/she wants to create understanding in the mind of another. It
is a bridge of meaning.
 It involves a systematic and continuous process of telling, listening and
understanding”.
 It is the mutual exchange of understanding, originating with the
receiver.
Cont’d
 Communication is the sum total of the entire things one person does when he/she
wants to create understanding in the mind of another.
 It involves a systematic and continuous process of telling, listening and
understanding of the issues.
 It is the mutual exchange of understanding, originating with the receiver.

 Communication is life blood of any organization and needs to be effective in

business.
 Communication is essence of management.
Cont’d

 Communication is interchange of thought or information between two or more

persons to bring about mutual understanding and desired action.

 It is the information exchange by words/ symbols and exchange of facts, ideas &

viewpoints which bring about commonness of interest, purpose & efforts.

 Communication is the process by which information is transmitted between

individuals and / or organizations so that an understanding response results.

Communication and Management

 Communication plays a very important role in process of directing and controlling

the people in the organization.

 Its purpose is to improve organizational practices and reduce errors.

 Communication is the life blood of any organization and its main purpose is to

effect change to influence action.

 In any organization the main problem is maintaining effective communication

process.
 The organization management problem generally results in poor communication.
The effect of poor Communication in the organization

Decreased productivity and efficiency

Increased stress and turnover rates

Poor decision-making and misallocation of resources

Low employee morale and engagement

Reduced innovation and creativity

Conflict
What is Business Communication?
Business Communication

 Business communication is the process by which people seek to share meaning (business

information/idea) via the transmission of symbolic message.

 The process of exchanging information, ideas, and opinions within an organization or

between organizations. It is the lifeline of an organization.

 Its aim is to builds relationships, resolves conflicts, and achieves goals

 If the communication is related to the business activities, it is called business

communication, i.e. when two or more parties communicate in relation to the business

affairs, it is termed as the business communication.

Benefits of Effective Business Communication
Significant for Business Communication
Why do we communicate?
Communication is vital for organization existence.
People communicate for different reasons.
To inform (to provide information on a new product line)
To request (request information on a product)
To persuade (convince someone to buy a product, deal with an
organization)
To build goodwill (congratulations, thank you)
Significant for Business Communication
Develops attitude to promotes coordination of performance &
satisfaction
To perform and operate any personal and organization activities
Provide valuable information for on organization and employees.
It promotes the spirits of understanding and cooperation.
Support a business organization to be competitive
Helps for meetings of personal responsibilities
To instruct workers by means of instructional manuals, oral directions
Clear up problems- eliminate or reduce misunderstanding
Guidelines (Basics) Communication
The following are basics for communicating effectively:
Determine the purpose of your communication: Why is the
communication necessary?
Identify the audience: Who is the receiver of the communication?
Consider what the audience needs to hear.
Develop a clear, concise, correct and logical message.
Maintain a positive attitude. (Attitude in writing can be reflected
in the word choice).
 Cont’d
Basic questions;
What? Decide what to communicate.
When? Decide when to communicate.
Why? Decide why you are communicating.
Tailor the communication Make it relevant to your audience.
How? There are lots of ways to communicate.
Review, Review the effectiveness of each method from time to
time,
.

19
Importance Of Communication To Individuals, Managers &
Organizations

Individual Managers Organizations

?
 Communication
Barrier, Cont....

Types of Communication Barrier.

• Semantic Barrier
• Physical Barrier
• Organizational Barrier
• Emotional Barrier
• Personal Barrier
• Technological Barrier
• Cultural Barrier
Semantic / Language Barrier

 Distortion in communication comes from semantics- the use of words

or expressions which have a different meaning for the sender or
receiver
 Created when communicators use Jargon, Obsolete words, slang,
Misleading Terminology, etc.
 Bypassed instructions >> “Burn The Paper”
 Denotations (literal meaning of the word) & connotations ( an
association (emotional or otherwise) which the word evokes )
For example, both "woman" and "chick" have the denotation "adult female",
but "chick" has somewhat negative connotations, while "woman" is neutral.
 Language Problems
 Poor Vocabulary
 Poor Knowledge Of Grammar
 Poor Pronunciation
 Poor Handwriting
Physical Barrier

 Noise: others talking in the room at the same time,

Outside noises interruptions, Visual distraction, Mobile
phones, etc
 Poor Timing
 Distance
 Inadequate or overload of information
Organizational Barrier

 Organizational Rules and

Regulations
 Hierarchical Relationship
 Lack of Staff Meetings
 Poor Choice of Channel
Emotional Barrier

Is a mental block that influences how you perceive others'

actions and prevents you from clearly communicating and
understanding things.
 Selective Perceptions: individuals perceive what they want to hear in a message
while ignoring opposing viewpoints (Ignore if conflicts with “what we know.”)
 Stereotypes: a generalized belief/ expectation people might have about every
person of a particular group.
 Halo effects: when one trait of a person or thing is used to make an overall
judgment of that person or thing.
 Poor Listening: Lead to errors, ineffective decisions, and/or costly mistakes.
 Egotism: Being absorbed in oneself
 Negative Emotions: almost always obstacles to good communication, Especially
true if the emotion is uncontrolled, unfocused, or misdirected.
Personal Barrier

In Superiors
o Lack of Time
o Lack of Confidence
o Lack of Proper Communication Channel
In Subordinates
o Unwillingness to Communicate
o Fear from Superior
Technological Barrier

• Use of un-updated technology

• Lack of technological knowledge.

• Barriers at the decoding stage.

Cultural Barrier

• Adopting the behaviour of a group

• Religious beliefs
• Body language
How to overcome the communication Barrier

 Evaluate Feedback
 Improve listening skills
 Improve writing skills
 Avoid credibility gap
 Clarify ideas before communication
 Put consideration
 Be aware of language, tone & content
Chapter Two: The Communication
Process
Communication
Barrier
Communication Process
Communication Process
 Elements of the Communication Process

Sender
Encode
Message
Receiver
Decode
Feedback
 The Communication Process

1. The Communicator (Sender): Communication originates from the sender.

He/She realizes the need for conveying something to someone else. He/She has
a purpose of communicating some information to one or more persons.
2. Encoding: Encoding means putting message into code. A message is initiated
by encoding a thought. The communicator encodes the information to be
transmitted and might take form of verbal words, gestures or physical
expression.
3. The Message: A message is the output of encoding the process and it must be
unambiguously understood by the receiver. Message must be clear and precise.
The Communication Process
4. The Channel: The message is transmitted through the appropriate channel. The
common channels include printed pages, face-to –face discussions and
telephone lines. Here, proper choice of channel is vital for effective
communication.
5. Decoding: It refers to finding the meaning of something conveyed in code. It is
the process by which the receiver interprets the message and it is very pivotal
for understanding the message.
6. The Receiver: Communication requires at least a couple of people, the sender
and the receiver. One ‘encodes’ and the other ‘decodes’ the message. It will be
complete only when the receiver perceives the message intact. The receiver
must decode the message without distortion.
7. Feedback: It refers to the reaction of the receiver. Feedback enables the sender to
know whether his message is received and interpreted correctly or not.
8. Noise: It is the enemy of the feedback and may occur at any stage of the
communication process and distort the message. It hinders proper
communication.
 Chapter Three
Principles of Effective Communication (7 Cs)
7 “C’S” OF BUSINESS COMMUNICATION

The message is said to be effective when the receiver understands the

same meaning that the sender was intended to convey.

For any communication in business, in order to be effective, it must

have seven qualities. These seven attributes are called seven Cs of
effective business communication.
Principles of communication are
known as the "seven C’s,” they are

 Completeness,
 Conciseness,
 Consideration,
 Concreteness,
 Clarity,
 Courtesy
 Correctness
Chapter Outline

 Principles of Effective Communication (7 C’s)

Effective Business Communication
Principles of Effective Communication (7 C’s)
1. Correctness

 Correctness is language, spelling, punctuation and grammar. but business

Communication
 is something more than that.
 The fact of the message might be in correct language.
 Any incorrect or partial Business Communication or message may lead the receiver
misinterpret the message.
 This implies that there are no grammatical errors in communication.
 Correct communication has following features:
Correctness
1. The term correctness as applied to business messages means right level of
language and accuracy of facts, figures and words.

2. If the information is not correctly conveyed, the sender will lose credibility.

3. Transmission of incorrect information to superiors will vitiate decision

making process.

4. Transmission of incorrect information to outsiders will spoil the public image

of the firm.

5. To convey correct messages, grammatical errors should also be avoided.

6. You should not transmit any message unless you are absolutely sure of its
correctness.
Cont’d

For correctness, keep the following suggestions in your mind:

 Check your message or writing from grammatical and linguistic
viewpoints
Use none discriminatory words like chairperson instead of chairman,
police officer,
sales person, camera operator instead of sexist words
Check accuracy of figures, facts and words
Send your message at the correct time
Send your message in the correct style
2. Conciseness

 Concise: The message should be precise and to the point.

 The sender should avoid the lengthy sentences and try to convey the subject matter
in the least possible words.
 The short and brief message is more comprehensive and helps in retaining the
receiver‘s attention.
• A message must include everything necessary and at the same time exclude
anything unnecessary.
• Conciseness is a prime requirement of Communication.
Cont’d

Following points should be considered for achieving conciseness.

Omitting trite expressions (Financial expression 2.000, 2,000)
Avoid unnecessary repetition
Include relevant facts
 In business communication, you should be brief and be able to say
whatever you have to say in fewest possible words without sacrificing the
other C qualities.
Conciseness is desired because of the following benefits:
1. A concise message saves time and expense for both sender and receiver.
2. Conciseness contributes to emphasis; by eliminating unnecessary words,
you let important ideas stand out.
3. When combined with a “you-view”, concise messages are inherently
more interesting to recipients as they avoid unnecessary information.
3. Clarity
 It is a clear understanding of the message by the receiver.
 In other words the receiver should not face any problem in getting the meaning of
the message.
 In Written Business Communication the clarity of thought and the clarity of
expression are of two important things.
It is also important in oral and non-verbal messages.
The clarity could be achieved by the following techniques.
Choose words that are short, familiar and conversational
Construct effective sentences and paragraphs
Achieve appropriate readability.
Include examples, illustrations etc.
Choose Words that are Short, Familiar and Conversational
4. Completeness
 It is vitally necessary in Business Communication.
 Incomplete communication can irritate the reader and it can also lead the receiver to
misinterpret the message.
 A message should be organized in such a way that the receiver can understand its
meaning easily and properly.
 It should convey all facts required by the audience.
 The sender of the message must take into consideration the receiver‘s mind set and
convey the message accordingly.
Following points are considered for the „C‟ of completeness.
 Answer all questions asked
• Give something extra.
• Check for 5 W’s: Who, What, When, Where and Why.
5. Concreteness

 This means being specific, definite and vibrant message rather than vague & general.
 The message must be concrete or exact so that the receiver can read it easily or hear
clearly.
 Concreteness adds conviction to the message.
 It is easy for the reader to believe on concrete messages.
 Concreteness also increases credibility of the sender of message.
6. Consideration

 This means preparing every message keeping the receiver in mind.

 While encoding the message the sender should try to put himself/herself in the place
of the receiver.
 Or it refers to giving importance to the other person whether he/she is a reader
audience, viewer or listener.
7. Courtesy

Communicating must create friendliness with all those to whom we

send message.

Friendliness is inseparable from courtesy and Courtesy demands a

considerate and friendly behaviour toward others.

Courteous
The messages help to strengthen present business friendships, as well as make
new friends.
Courtesy stems from sincere you-attitude. It is not merely politeness with
mechanical insertions of "please's" and "thank-you"

To be courteous, considerate communicators should follow these

suggestions regarding tone of the communications;
• Be sincerely tactful, thoughtful, and appreciative.
• Omit expressions that irritate, hurt, or belittle.
• Grant and apologize good-naturedly.
THANK
YOU

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