Business Communication - meaning, process and types. Detail description of Non Verbal Communication

1. BUSINESS
COMMUNICATION

2. PROCESS OF
COMMMUNICATION
 Communication is a two way process
in which there is an exchange of ideas
towards a mutually acceptable goal.
 The process of communication
involves two or more persons
participating through a medium that
carries the information for a particular
purpose which is mutually understood
by both sender and receiver.

3. ELEMENTS OF THE
COMMUNICATION PROCESS
 Sender / speaker/ Encoder
 Receiver / Listener / Decoder
 Message
 Medium
 Feedback

4. SENDER
 The person who initiates the
communication process
 He from his personal data bank
selects ideas, encodes it and finally
transmits it to the receiver through a
medium
 The sender must communicate in a
way that is in accordance with the
expectations of the receiver

5. RECEIVER
 A receiver is the targeted audience of
the message.
 Receiver gets the message,
understands it, interprets and tries to
perceive the total meaning of the
message as transmitted by the
sender.
 He receives the encoded message
and decodes it.

6. MESSAGE
 It is the information written or spoken,
which is to be sent from one person to
another.
 The message should be organized,
structured, shaped and selective
 It is the most important element of
communication

7. MEDIUM/CHANNEL
 It is the vehicle which facilitates the
sender to convey the message to the
receiver
 Each medium has its own rules and
regulations
 Prior to the composition of message,
the medium/channel should be
decided

8. FEEDBACK
 It is a loop that connects the receiver
to sender
 It ensures that that receiver has
received the message and understood
it as intended by the sender.
 Effective communication takes place
only when there is a feedback

9. PROCESS
SENDER
FEED BACK
RECEIVER
ENCODIN
G
DECODIN
MESSAGE G
CHANNEL

10. ENCODING
 It is changing the message from its
mental form into symbols i.e. patterns
of words, gestures or signs of a
specific language

11. DECODING
 It is the act of translating symbols in
communication into their ordinary
interpretation.
 It also includes understanding of
words, tone of speaker and choice of
words used by him

12. OBJECTIVES/PURPOSE OF
COMMUNICATION
 To inform
 To persuade
 To educate
 To train
 To motivate
 To integrate
 To relate
 To entertain

13. FUNCTIONS OF
COMMUNICATION
 Information sharing
 To provide Feedback
 Influence
 Problem solving
 Assists in Decision making
 Group Building
 To give Job Instructions
 Emotive function
 Ensuring effectiveness of policies

14. IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
PLANNING
CONTROLING ORGANISING
DIRECTING STAFFING

15. TYPES OF
COMMUNICATION
ORGANISATIONAL DIRECTION OF
EXPRESSION
STRUCTURE COMMUNICATION
VERBAL
FORMAL UPWARD • ORAL
• WRITTEN
INFORMAL DOWNWARD
NON-VERBAL
LATERAL
DIAGONAL
INWARD
OUTWARD

16. FORMAL COMMUNICATION
 Communication that is formally
controlled by managers or people
occupying positions in an organization
 It is officially recognized positions
along the line in the organization
 The efficiency of an organization
depends on regular flow of messages
which need to be organized into a well
ordered network to ensure that
communication flows easily and
executives are well informed

17. ORGANIZATIONAL
STRUCTURE
BOARD OF
DIRECTORS
MANAGING
DIRECTOR
TOP LEVEL
MANAGEMENT
MIDDLE LEVEL MANAGEMENT
SENIOR SUPERVISORS
FIRST LINE SUPERVISORS
EMPLOYEES

18. ADVANTAGES OF FC
1. Helps in maintaining the authority
structure of the org.
2. Better cooperation and coordination
among employees
3. Overlapping of communication does not
occur
4. It is trustworthy
5. Helps in maintaining protocol and
respect of organisation structure
6. Follow up and compliance becomes
easy

19. ADVANTAGES OF FC
1. Free from biasness
2. Minimal chance of information
leakage
3. Away from gossip
EXAMPLES
Memos, Circular, Notice, Policies,
Reports, Feedback

20. DISADVANTAGES
 Time consuming
 Does not allow social and emotional
bonds to be created
 Stands in between free flow of
information between organizational
levels

21. INFORMAL COMMUNICATION
 The communication which flows
around water coolers, down hallways,
through lunch rooms and wherever
people get together in groups
 The communication which is required
to fulfill the social need of human
being i.e. sharing one‟s emotions,
feelings..

22. FACTORS RESPONSIBLE FOR
GRAPEVINE COMMUNICATION
 Feeling of uncertainty or lack of sense
of direction
 Lack of self confidence
 Feeling of insecurity or isolation when
your group is changed
 Some unusual happening in the
organization
 Personal problems of the employees

23. TYPES OF GRAPEVINE
CHAINS
 Single Strand- A to B, B to C……
 Gossip - A to many people together
 Probability – Telling randomly to
anyone
 Cluster – A to many, many to many

24. ADVANTAGES
 Speedy transmission
 Immediate Feedback
 Support to other channels
 Psychological satisfaction
 Uniting force
 Creation of ideas
 Good personal relations

25. DISADVANTAGES
 Can not be taken seriously
 Do not carry complete information
 Distorts information
 Hampers production
 Chances of misinterpretation
 Lack of accountability

26. HOW TO REDUCE GRAPEVINE
IN ORGANISATION
 Keep the employees well informed
about policies, plans and prospects
 Fruitful group activities that enhance
self worth and update knowledge
should be held frequently
 Managers should have open door
policy
 Create healthy environment where
there is a room for personal talk
 Involve employees in decision making

27. HOW TO REDUCE GRAPEVINE
IN ORGANISATION
 Rumours should not be encouraged
 Managers should listen the problem of
employees empathetically

28. COMMUNICATION BASED ON
DIRECTION
 DOWNWARD COMMUNICATION
◦ Communication that flows from top to
bottom
◦ It means flowing through the hierarchical
system
◦ This type of communication exists in
organization where there is authority
structure

29. HIERARCHY
CEO
BUSINESS BUSINESS
HEAD HEAD
EXECUTIVE1 EXECUTIVE2 EXECUTIVE3

30. TYPES OF DOWNWARD
COMMUNICATION
• INSTRUCTIONS
• MEMORANDA
• NOTICE
WRITTEN •
•
POLICY STATEMENTS
MANUALS/HANDBOOKS
• INSTRUCTIONS
• SPEECHES
• MEETINGS
ORAL • TELEPHONE CALL

31. UPWARD COMMUNICATION
 Communication that flows from bottom
to top i.e. from lower hierarchical level
to higher level.
 It is mainly used to tell superiors what
is happening at the lower levels
 It can flourish only in democratic
organisations
 Example feedback, suggestions,
complaints, reports

32. OMBUDPERSON/OMBUDSMA
N
 Acts like a liaison between the top
management and employees
 Promotes upward communication by
discussing the concerns of employees
with the management
 It promotes valuable upward
communication link and prevents
scandals and legal costs by timely
action on part of appropriate person

33. LATERAL/HORIZONTAL
COMMUNICATION
MARKETING
MANAGER PRODUCTION
MANAGER

34. LATERAL/HORIZONTAL
COMMUNICATION
 Communication that takes place
between 2 or more persons who are
subordinates working under the same
person i.e. working at same level

35. DIAGONAL/CROSSWISE
 It includes flow of information among
persons at different levels who have
no direct reporting relationships
 It is used to speed up information flow,
improve understanding and co-
ordinate efforts for achievement of
organizational objectives

36. DIAGONAL/CROSSWISE
MARKETING PRODUCTION
MANAGER MANAGER
MARKETING PRODUCTION
SUPERVISOR SUPERVISOR

37. INWARD COMMUNICATION
 Includes all the information received by the
organisation from external agencies like
government, other organisations, suppliers,
customers, competitors, media or
shareholders
 It can be
◦ Letters
◦ Emails
◦ Offers
◦ Orders
◦ Complaints
◦ Notice
◦ Suggestions
◦ Requests

38. OUTWARD COMMUNICATION
 Communication which the
organisation maintains with the
outside world.
 It is a difficult task as interaction takes
place between a large number of
people belonging to various
disciplines, with different personalities
and expectations.
 This communication creates the image
of a company in eyes of outside world

39. FORMS OF OUTWARD
COMMUNICATION
◦ ADVERTISEMENTS
◦ MEDIA INTERACTION (PRESS NOTES,
CONFERENCE)
◦ NEGOTIATIONS
◦ MAILS
◦ TENDERS
◦ TELEPHONE CALLS
◦ LETTERS

40. ORAL COMMUNICATION
 Anything that emanates from the
mouth is referred to as oral
communication
 The words used and the manner in
which these words are pronounced
forms the major component of oral
Supervisors –
25%
communication
Executives – 65-
75%
Top Management
– 90%

41. FEAURES
 Instantaneous two way process
 One off exercise
 Day to day language
 Presence of sender and receiver
 Principles – Accuracy, Clarity, Brevity
 Effect of body language and speech
modulation
 It cannot be erased or mended

42. METHODS OF ORAL
COMMUNICATION
A. AMONG INDIVIDUALS
• Face to face conversation
• Interviews
• Telephonic conversation
• Grapevine

43. METHODS OF ORAL
COMMUNICATION
B. AMONG GROUPS
◦ Negotiations
• Lecture
• Speech
• Meetings
• Conference
• Workshops

44. ORAL COMMUNICATION
SKILLS
A manager should be able to converse or
discuss persuasively, effectively and
convincingly. Thus he must have
following oral communication skills
 Help in problem solving
 Resolve conflict
 Influence people to work together
 Be assertive without being aggressive
 Develop listening skills
 Be an effective negotiator

45. ADVANTAGES
 Immediate feedback
 Better relationship
 Time saving
 Effective tool of persuasion
 Effective tool of group communication
 Economical
 Allows to measure effectiveness
immediately
 It is the only way out during an
emergency

46. DISADVANTAGES
 Lack of retention/documentation
 Distortion in passing the message
 No legal validity
 Possibility of misunderstanding
 Unsuitable for long messages
 Difficulty in assigning responsibility
 It is constrained by physical barriers
 Not effective when target group is
spread out

47. TIPS FOR EFFECTIVE ORAL
COMMUNICATION
 Be confident
 Use simple language and familiar words
 Be brief and precise
 Avoid use of slang words
 Be sensitive and courteous to the
listener
 Don‟t be repetitive
 Hear the other person too
 Maintain eye contact
 Exhibit positive gestures and body
language

48. WRITTEN
COMMUNICATION
 Communication that can be expressed
in written words of any language
 Most businesses rely on records and
written documents, rather than on
verbal contracts and oral
commitments
 It reaches out across vast
geographical areas and target readers
around the world

49. METHODS OF WRITTEN
COMMUNICATION
Letters Manuals Reports
Memorandum Handbook Email
Notices Agenda Complaints
Circulars Minutes Forms

50. CHARACTERISTICS OF
WRITTEN COMMUNICATION
 Most formal type of communication
 Used for documentation
 Used for circulation of information
 Conventional by nature
 Presence of sender and receiver is not
necessary at the same time
 A creative activity
 It has few cycles
 Time factor

51. ADVANTAGES OF WRITTEN
COMMUNICATION
 Ready reference
 Legal defense
 Promotes uniformity
 Mass access
 Suitable for distance communication
 Image building
 Accurate and unambiguous
 Permanent in nature
 Permits substitution and revision

52. DISADVANTAGES OF
WRITTEN COMMUNICATION
 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 feedback or clarification

53. NON VERBAL
COMMUNICATION
 Communication which does not
involve use of words, neither spoken
nor written
 It is the wordless message received
through the medium of gestures,
signs, body movements, facial
expressions, tone of voice, colour,
time, space…

54. CHARACTERISTICS OF NON
VERBAL COMMUNICATION
 Instinctive – indicates the attitude,
feelings of the speaker
 Less conscious – less deliberate
 Subtle – difficult to understand
 Complimentary to verbal
communication
 Forms the larger part of the overall
communication activity

55. Classification of NON VERBAL
COMMUNICATION
PROXEMICS (SPACE
TIME LANGUAGE PARA LANGUAGE SIGN LANGUAGE
LANGUAGE)
KINESICS (BODY LANGUAGE)
VOICE
FEATURE FIXED • PITCH VARIATION
• SPEAKING SPEED VISUAL SIGNS
SPACE
FACIAL • PAUSE
EXPRESSIONS • NONFLUENCIES
• VOLUME VARIATION
• PRONUNCIATION
SEMI FIXED AUDIO/SOUND
SPACE SIGNALS
EYE CONTACT
PERSONAL SPACE TOUCH
GESTURES
SURROUNDINGS
• COLOUR
• LAYOUT AND DESIGN
BODY POSTURES WORD STRESS
APPEARANCE

56. KINESICS
 Kinesics means body movements.
 Body language is a reflection of
thoughts and feelings
 By nodding our head, blinking eyes,
waving hands; we send out signals
and messages which are louder than
words.
 Our body consciously and
unconsciously carries messages,
attitudes and moods indicating
warmth, indifference positive and

57. 1. Facial expressions
 “The face is the index of heart”
 Whatever we feel deep within
ourselves is at once reflected in our
face making facial expressions an
integral part of communication.
 The face and eyes are the most
expressive means of body
communication.

59. DALE LEATHER‟S Facial
Expressions
HAPPINESS
BEWILDERMENT/
CONFUSION SADNESS
CONTEMPT FEAR
DISGUST ANGER
INTEREST
SURPRISE
DETERMINATION

60. 2. Eye Contact
 Eye contact is one of the most
powerful forms of non verbal
communication
 When we look at somebody‟s face, we
primarily focus on his eyes and try to
understand what he means.
 The eyes along with eyebrows, eyelids
and size of pupils convey our
innermost feelings

61. HOW AN EYE COMMUNICATES
 It shows emotions and establishes
conversational regulators
 Monitors feedback
 Serves as a reminder
 It creates discomfort or anxiety
 Depicts confidence level

62. 3. GESTURES
 Physical movement of arms, legs,
hands, torso and head that help one to
express thoughts and emphasize
one‟s speech is called GESTURES

63. a) EMBLEMS
EMBLEM MEANING
PATTING THE STOMACH HUNGRY/FULL
NODDING THE HEAD YES/NO
PATTING THE ADJACENT SEAT SIT BESIDE ME
YAWNING BORED/SLEEPY
PLACING FINGER ON LIPS BE SILENT
SCRATCHING HEAD FRUSTRATION/CONFUSED
WAVING HELLO/BYE
B) Illustrators – it illustrates the
words which a speaker is saying

64.  C) Regulators – they control oral
communication by alerting the sender
to the need of hurry up, slow down or
repeat something
 D) Displays – indicate emotional
states such as anger and fear. People
have less control over them. Eg. Face
turning red
 E) Adaptors – gestures of which
people are not aware while
performing. Eg yawning, crying

65. 4. Body posture
 The body posture and position
conveys a variety of messages
 “Hold your head high” – a sign of
honour, self respect, confidence
 Posture depicts the interest in another
person

66. 5. APPEARANCE
 It includes clothing, hair, jewellery,
cosmetics
 A dress speaks about a person‟s
attitude towards life, work, colleagues
and his own feelings
 Choice of shoes, hair style also
convey meaning in a non verbal form.

67. PROXEMICS OR SPACE
LANGUAGE
 It is the study of how we communicate
with the space around us
 Proxemics is made from “Proxemity”
which means nearness
 How close or far people stand in
relation to each other, or sit in a room,
or how the office furniture is arranged
conveys a lot of things.

68. EDWARD T.HALL – types of
space
1.FEATURE FIXED SPACE – it refers
to buildings and other fairly
permanent structures, such as walls.
The manner in which buildings are laid
out and the sequence of rooms and
offices have a considerable influence
on communication.
Evidence reveals that bigger the fixed
place, higher will be the status of
individuals in organization.

69. 2. SEMI FIXED FEATURE SPACE – the
arrangement of moveable objects,
such as desk and chairs
The quality of furniture has considerable
influence on the status of the
individuals

70. 3 PERSONAL SPACE – physical
distance between us and other people
tells us about our relation and nature
of communication with them. It can be
divided into 4 circles:
a) Intimate Zone – up to 18 inches
b) Personal Zone – 18 inches to 4 feet
c) Social Zone – 4 to 12 feet
d) Public Zone – 12 feet to as far as we
can see and hear

71. COLOURS
 Different colours are associated with
different behaviour patterns, attitudes
and cultural backgrounds
 People make serious efforts to choose
the right colour for any significant
moment.
 An indifference to choice of colour is
regarded as lack of sophistication

72. LAYOUT AND DESIGN
 Much attention is paid to layout of
conference room, reception and
working area in an office
 The space arrangement, architecture,
carpeting, design convey a meaning

73. TIME LANGUAGE
 Type of communication wherein we
communicate with others in terms of
time by showing them in our own
cultural way, what time means to us.
 “Time is Money”
 While people in the West are time
conscious, attaching the highest
importance to punctuality, people in
the East have a more relaxed attitude
towards time .

74. CHROMATICS
 The way we use and structure time
can send intentional and unintentional
messages about what we value and
whom we consider to be important.

75. PARA LANGUAGE
 It is defined as the type of non verbal
communication that includes
articulation, rate, pitch, volume,
pauses and other vocal qualities.
 Verbal communication consists of
“what” or the contents whereas para
language involves “how” of a
speaker‟s voice or the way in which he
speaks.

76. 1. VOICE
 Voice tells us about the background,
education and temperament of a
person.
 It is very important for every individual
to have a clear and pleasant voice for
communication.
SPEAKING
PITCH VARIATION PAUSE
SPEED
VOLUME
NONFLUENCIES PRONUNCIATION
VARIATION

77. PITCH VARIATION
 The property of sound that varies with
variation in the frequency of vibration
 A high pitch indicates nervousness,
anxiety, tension, fear, anger or joy
 A low pitch shows affection, sadness,
boredom or empathy

78. SPEAKING SPEED
 As a general rule, we should present
the easy parts of a message in a brisk
pace, and difficult, complicated
information at a slower pace
 At the time of emergency, anxiety and
impatience; one tends to increase the
speaking speed
 Decrease in speaking rate can
indicate shyness or thoughtfulness

79. PAUSE
 The pace or speed of speaking is also
accompanied by a pause
 We cannot and we should not go on
speaking without pausing voluntarily and
involuntarily
 A pause can be highly effective in
emphasizing the upcoming subjects and
in gaining listener‟s attention
 Too much pauses can distract the
listener
 A speaker must ensure right use of

80. NONFLUENCIES
 Speech is not always a continuous
string of meaningful words. It is
normally scattered with intervals which
may be inserted with sounds like „ah‟,
„oh‟ ,‟um‟, „you know‟, „like‟ etc
 It may also include laughing and
chuckling
 They are mainly used to break the
monotonous part of the speech

81. VOLUME VARIATION
 Volume is quality of voice that
frequently conveys meaning of our
conversation
 The loudness of our voice should be
adjusted according to the size of
audience
 Voice volume tends to vary with
emotional and personality
characteristics of speaker

82. LOUDNESS SOFTNESS
ANGER AFFECTION
CHEERFULNESS BOREDOM
JOY SADNESS
HIGH STATUS LOW STATUS
FEARLESSNESS FEAR
STRENGTH EMPATHY

83. PRONUNCIATION
 The manner in which someone utters
a word

84. 2. WORD STRESS
 By placing stress or emphasis on a
word or part of sentence, the entire
meaning is changed

85. SIGN LANGUAGE
 Communication is a process involving
the use of mutually understood signs
and symbols between the sender and
receiver of a message
 The signs are of two types; visual and
audio signs
 Smell, touch and taste also
communicate because sensory
perception and impressions are a
necessary part of human existence

86. 1. VISUAL SIGNS
 “A picture is worth a thousand words”
 Visual signs are a universal language
understood by anybody anywhere
MAPS AND
PAINTINGS POSTERS
DIAGRAMS
LIGHTS FLAGS

87. 2. AUDIO/SOUND SIGNALS
 BUZZER
 HORN
 ALARM
 BELL
 FIRE ALARMS

88. 3. TOUCH
 Intimate Touch – between a child and
mother to show love and affection
 Friendly Touch – between friends to
show warmth and friendly attitude
 Professional Touch – doctor and
patient
 Social Touch – handshaking, blessing
the younger's, patting one‟s back