OEC -1 BUSINESS COMMUNICATION

FYBBA Sem-1
 Unit 1 – Understanding Communication

Introduction
Communication skills are essential for effective and meaningful interactions with others. They involve the
ability to convey and exchange information, ideas, and emotions in a clear, concise, and respectful manner.
Strong communication skills are crucial in various aspects of life, including personal relationships,
professional settings, and social interactions.

Effective communication encompasses both verbal and non-verbal methods of expression. Verbal
communication involves using words, spoken or written, to convey messages. This includes speaking,
listening, writing, and reading. Non-verbal communication involves using body language, facial expressions,
gestures, and tone of voice to convey meaning.

Developing good communication skills is beneficial in numerous ways. It helps to build strong relationships,
foster understanding, resolve conflicts, and collaborate effectively. Whether you're interacting with friends,
colleagues, or clients, effective communication can enhance your ability to express your thoughts, understand
others, and build rapport.

Unit 1.1 Definition

Communication, the buzz word in today's world, originates from the Latin word ‘communice’
or ‘communicare’, which means ‘to share’. Various researchers and analysts define the term
‘communication’ in their own way. Despite their different versions, it can be briefly summed
up that ‘communication essentially means the transfer of ideas, feelings, plans, messages, or
information from one person to another’.

"Communication is the process of creating and exchanging meaning through symbolic

interaction."

- David Berlo

"Communication is the process of sharing ideas, information, and messages with others in a
particular context, using various mediums and channels."

- Joseph A. DeVito

Explanation of the above definition given by David Berlo

1. Process: Communication is not a one-time event but a continuous and dynamic process.
It involves a series of interconnected actions and steps that occur over time.
2. Creating and Exchanging Meaning: Communication is about conveying and
understanding meaning. It goes beyond the mere transmission of information. It
 involves encoding messages with symbols, such as words, gestures, or visual
representations, that carry shared meanings within a given cultural and social context.
3. Symbolic Interaction: Communication relies on the use of symbols to represent and
convey meaning. Symbols are abstract representations that stand for or represent
something else. For example, words are symbols that represent ideas or objects.
Through symbolic interaction, individuals use and interpret these symbols to exchange
information and understand each other.

Unit 1.2 Process of Communication

The process of communication involves several interconnected steps that occur between a
sender and a receiver. While different models and theories exist to explain the process, a
widely recognized and simplified model includes the following key elements:

1. Sender: The sender is the individual or entity who initiates the communication process.
They have a message or information that they want to convey to the receiver.
2. Encoding: Encoding refers to the process of converting the message or information into
a suitable form for transmission. The sender chooses and organizes the symbols, such
as words, gestures, or visual representations, to effectively convey their intended
meaning.
3. Message: The message is the information, idea, or intention that the sender wants to
communicate. It can be in the form of verbal or non-verbal communication, written text,
visual media, or any other medium.
4. Channel: The channel is the medium or means through which the message is
transmitted from the sender to the receiver. It can be face-to-face conversations, phone
calls, emails, letters, video conferences, or any other communication tool.
5. Decoding: Decoding is the process by which the receiver interprets and understands the
message sent by the sender. It involves extracting meaning from the symbols and cues
used by the sender.
6. Receiver: The receiver is the individual or group for whom the message is intended.
They receive and interpret the message based on their own knowledge, experiences, and
cultural background.
7. Feedback: Feedback is the response or reaction of the receiver to the message. It
completes the communication loop by providing information to the sender about how
well the message was understood and received. Feedback can be verbal or non-verbal
and may involve asking questions, seeking clarification, or expressing agreement or
disagreement.
8. Noise: Noise refers to any interference or barrier that may affect the transmission or
reception of the message. It can be external (such as loud background noise) or internal
(such as distractions or biases) and can hinder effective communication.
 Unit 1.3 Different Forms of Communication

1. Verbal Communication
Oral Communication
Written Communication

2. Non-verbal Communication
- Body Language
- Paralinguistic Features

1. Verbal Communication
Since a professional has to spend a large amount of his/her working time in speaking and
listening to others besides reading and writing, most of the time he/she has to use language as
a vehicle of communication. This type of communication is termed as verbal communication.
Verbal communication thus stands both for the spoken and the written word used in the
Communication process. It can further be divided into Oral and Written communication.

Oral communication
A face-to-face interaction between the sender and the receiver is called oral communication.
In this type of communication, there could be two or more than two persons who use spoken
language as a medium of communication. For instance, whenever we make presentation,
deliver speeches, participate in group, discussions, appear for interviews or simply interact
with somebody, we are involved in Oral Communication.
Written Communication
In this type of communication, the sender uses the written mode to transmit his/her messages.
Reports, proposals, books, handbooks, letters, emails, etc. come in this category. Written
communication is routinely used for documentation purposes in business and government
organizations.

2. Non-verbal Communication
When a message is communicated without using a word, the process requires non-verbal cues
to be transmitted and received. Non-verbal communication forms an important part in the
world of professional communication. It can be further categorized into two parts—body
language and paralinguistic features.
Body language involves aspects such as personal - appearance, walk, gestures, facial
expressions, hand movements, posture, and eye contact
The paralinguistic features include a person’s voice, volume, pitch, rate, pauses, articulation,
voice modulation, etc.

2.1 Body Language

Body language refers to all the expressions that we share by means of our body movements
not through words. Interestingly, the vocabulary of body language is universally common as
it is interpreted and understood with the help of universally acknowledged body Signs, cues,
and symbols. The study of body language is known as Kinesics.
Since body language acquires a universal appeal and impact, it becomes imperative any part
to attain a certain level of proficiency in this. In fact, just like any other language, body
language too needs to be improved with conscious efforts, especially because it is more
trustworthy than any number of spoken or written words.

Similarly, a speaker who does not seem to be maintaining himself/herself well is not likely to
win the appreciation of the audience. Let have a close look at the nuances of the term an
understand how to score well on this front.

Dress, make-up, shoes, and hairstyle:

Nothing in the professional world happens by chance Professionals make their own choices.
For example, if you choose to wear a rumpled dress on the day you are being interviewed, it
is sure to spoil your chances of landing into a job. Therefore, it is important that you select a
dress that neatly washed, properly ironed, and fits you well. Being properly dressed does not
mean being fashionably or glamorously dressed. Dressing well and keeping a good posture is
not something you should do only on special days to make an impression on someone. Make
it a habit to remain well-groomed and keyed up for a professional assignment.

Posture
Posture refers to the way we sit, stand, and carry ourselves. Our posture communicates the
way we visualize the world around us. For instance, what do you think of a person who keeps
his/ her head down while walking? You must have seen people looking down while walking.
Such people don’t exude confidence and ease. On the other hand, the person who stands, sits,
and walks upright commands respect and attention. Therefore, a professional has to cultivate
and maintain elegance in his/her sitting, standing, and walking posture.
Given below are some important tips, following which you can maintain an impressive
posture, mute during professional meetings, interviews, group discussions, presentations, and
other formal occasions:
1. Look straight while walking; avoid looking down at the floor, outside the window or door,
or up at the ceiling.

2. Don’t let your shoulders droop.

3, Lift your feet clearly off the floor while walking; avoid dragging them.

4, Avoid being too slow or aggressively fast while walking up to the podium or dais.

5, Don’t slouch while walking, or sprawl while sitting.

6. Don’t sit on the edge of the chair; it communicates unease and discomfiture.

7, Avoid crossing your legs while sitting or standing before your audience.

8. Avoid leaning on the lectern or reclining against the back of the chair.

9. Keep shifting your body weight as you stand before your audience.

10. Feel and communicate ease through your sitting and standing posture, and also the way
you carry yourself at professional gatherings.

11. Avoid keeping your feet at attention or parallel.

12. Keep one foot ahead of the other; this helps you feel and appear at ease.
Gesture and Hand Movements:
A speaker or listener’s gestures and hand movements can support and emphasize their state of
mind. Imagine a speaker who keeps rubbing his/her palms while delivering a speech; imagine,
a listener who sits cross-legged and also clamps his/her arms against the chest; think of a
communicator who keeps rubbing his/her face. What do you make of them? Do these people
create a favorable impression on others? Clearly, they don’t.
It is so because, though the gestures do not overtly convey anything, the impact created them
is telling enough. Therefore, it is advisable to use gestures and hand movements appropriately,
so that the impact created by them is graceful and suits the occasion. Given below are a few
tips which should be borne in mind while using gestures and often hand movements:
1. Keep your hands in control; don’t let them have a life of their own.
2. Don’t let your arms wave below your waist or allow them to loosely move about.
3. Use graceful and socially acceptable gestures.
4. Avoid aggressive and provoking gestures.
5. Don’t rub your palms or your face while speaking or listening y others; it suggests lack of
confidence and uncertainty.
6. Don’t keep your arms folded against your chest; it suggests evasion and fear.
7. Don’t keep your hands locked behind you; it suggests concealment of your true personality.
8. Avoid twitching or rubbing your nose.
9. Don’t scratch your forehead, or eyebrows, or head; it suggests that you are unsure of
yourself.
10. Don’t lean on to a lectern; it reveals lack of confidence.
11. Avoid keeping your hands in your pocket; it suggests that you a hiding something from
others.
12. Avoid playing with key rings, etc.; it distracts your listeners.
13. Don’t wring your hands or play with rings on your fingers.

Eye Contact
Eyes are the windows to the soul. They truthfully convey the emotions and feelings one goes
through. Therefore, looking into a person’s eye is the best way to understand his/her attitude
or reaction to all that you speak. Hence, maintaining an eye contact with your speaker and
listener is the most important part of your non-verbal communication skills. As a professional
speaker, try to look into the eyes of the people in front of you. At times, crowd that we face is
huge and we feel nervous and hence start avoiding eye contact. remember however, that it is
bound to spoil all the impact of your otherwise well-written god well-articulated speech.
Similarly, if you avoid eye contact during a job interview, you are more likely to lose rather
than gain. It is so because someone who is not able to look into the eyes of their interviewers
is considered edgy, nervous, and lacking in self-confidence. Again, during group discussions
and other meetings, the speakers become increasingly conscious of those who do not look at
them as they speak. Again, speakers who do not look into the eyes of their listeners during
meetings and other discussions are also likely to lose their credibility. Here are a few
suggestions, following which you will be able to use your eyes to support your effort in
communicating your ideas effectively:
1. Maintain good eye contact with your listeners.
2. While addressing a large gathering, ensure that you keep looking in all directions.
3. While others speak, observe them carefully and try to understand the non-verbal cues the
emit.
4. Exude confidence through your eyes.
5. Feel warmth for your fellow listeners/speakers; it is likely to improve your eye contact with
them.
6. Feel and express a willingness to connect and communicate through your eyes.

Facial Expressions
Just as eyes are regarded as the windows to the soul, the face is considered an index of our
mind. If there are unpleasant, sad, and gloomy expressions on your face, you are likely to
create a very negative impact on your listeners or speakers. In the entire communication
process, it is the person's face that we get to see most of the time. Therefore, if a face reflects
negativity of any type and expresses dejection, irritation, indifference, fear, confusion,
inhibition, vulnerability, or doubt, it is likely to severely affect the effectiveness of
communication.
Since your face gives an indication of what you experience while communicating with others,
it is of great significance to all the people involved in the process of communication. Therefore,
use your face for expressing your confidence and ease. Start with a smile; a smile can light up
your face. A smile is more often than not likely to help you establish a rapport with your co-
communicators. You may have noticed that speakers who spoke to you with a smile on their
faces were well accepted and better listened to. If a smile can work wonders, there are in
contrast many negative expressions also which may completely wreck your communication
with others. Think of a face that has a three-day stubble or a perpetual frown or smirk. Would
you, as an audience, associate with such a person who runs you down or doubts you through.
her facial expressions? No way. Hence it is important to present a pleasant disposition your
facial expressions. Let there be emotions of confidence, zeal, and enthusiasm, let face reveal
a heart that is willing to associate and communicate; express this attitude bit being a speaker
and a listener. Given below are some tips which may help you maintain proper facial
expressions, speaking or listening to others:

1. Start with a smile but don’t keep smiling throughout.

2. Don’t have a frown on your face; it suggests arrogance.

3. Avoid raising your eyebrows while speaking or listening to others.

4. Don’t purse your lips while speaking: it reveals your lack of confidence.

5. Don’t narrow your eyebrows; this too suggests your lack of trust in others.

6. Avoid being dull in the face; express confidence and ease.

7. Avoid expressing dejection, sadness, or indifference,

8. Avoid reflecting strong emotions on your face.

9. Let your face suggest your honesty, integrity, and conviction in what you say.

10. Don’t smirk; it suggests arrogance,

11. Don’t express any kind of disrespect or contempt for your listeners.

12. Let your face suggest a willingness to associate yourself with others.

2.2 PARALINGUISTIC FEATURES

Just as we can communicate various attitudes through our gestures, posture, expressions, body
movements, eyes, and hands, we can express emotions and feelings with the help of different
aspects of our voice. Though we cannot radically change our voice, there are differ aspects of
voice which can be carefully worked on to create the right type of impact ong, listeners while
we deliver a speech, make a presentation, participate in a group discussion; appear for a job
interview.
2.2.1 Rate:
Rate refers to the number of words we utter per minute. When you speak in professional
situations, try to assess whether you speak too fast or too slow. Speaking too fast is related to
la of comfort. A speaker who does not feel sure of himself/herself generally feels intimidated
by the challenge of speaking in professional situations. This leads to a feeling of nervousness,
and is best solution seems to speak as fast as one can and be finished with the frightening
prospect of standing standing in front of the audience, such a speaker, however, fails to win
the audience as the breakneck speed of delivery not only reveals the speaker's lack of
confidence but also makes it difficult for the audience to comprehend, assimilate, and digest
what is being said by the speaker.
Just as too fast a pace causes inconvenience to the audience, so does a pace far too slow. In
fat, too slow a pace of your speech is most likely to cause monotony and boredom to such an
extent that the audience start feeling sleepy and lose interest in the speech. Moreover, too slow

and a rate suggests lack of preparedness on the part of the speaker.

Now the question arises: How does one understand what a slow or fast rate is? Studies in this
regard suggest that a rate between 125 and 150 words per minute is ideal in professional
situations. However, if the matter needs deep thought and meditative attention, the rate is
generally a little slower. Similarly, when we have to share something in an exciting or casual
way, the rate of delivery can accelerate.

2.2.2 Volume
Speaker volume often determines audience reception. A low-volume speaker appears insecure,
whereas a loud speaker appears rude. Low volume is related with insecurity, which makes it
difficult to command an audience's respect. The loud speaker terrifies the front row. Because
it shows arrogance, this type of speaker is likewise likely to be ejected. How can we know if
our volume is enough? Observe audience reactions while you speak to understand this. You're
probably talking too loud if the first two rows are smirking. Conversely, if the last rows are
craning their heads and looking bewildered, you're not audible. Remember, volume is vital to
making the correct impression on your audience, and if you fail to do so, they may reject you.
2.2.3 Pauses
All human relationships require pauses. We pause between thoughts in daily encounters. In
professional settings, speaking without pausing sounds awkward and hurried. Pauses give
speech believability. The presenters who pause seem accomplished, composed, and
unconcerned about finding an idea after pausing. Thus, if we pause, we show confidence that
we can continue speaking. Non-pausers appear rushed. Rushers fear pauses since they don't
know how to resume or reconnect. Professional conversations require pauses. They naturalize
our speech. Pauses help audiences understand, relate, and critically participate in
communication. Pause time matters most. A well-placed statement and pause are equally
crucial. Avoid misplacing pauses, which must emphasize or conclude a mental unit. Thus, halt
only after a thought unit. Remember, a well-timed pause makes what you say more natural and
emphatic. However, a bad pause distracts. Remember that silence—a lengthier gap—makes
the audience impatient, even though a break is always a natural breather for the speaker and
listeners. Let's utilize speech to compare pauses and stillness. A speaker takes a position, steps
up to the lectern, waits, and then begins. Silence is nothing said or heard. It is a protracted
pause that shows a fresh momentum, while a pause is a short silence that denotes a natural
break between thought units and emphasizes particular points.
2.2.4 Pitch
Pitch describes voice pitch. Pitch, like other voice qualities, is important for transmitting ideas.
Your voice's pitch—its rise and fall—expresses all emotions. Let's distinguish volume and
pitch to avoid confusion.

We all listen to music on stereos, CD players, iPods, etc. What do we do when asked to be
quiet? We lower. Lower what? Pitch or volume? Obviously, song volume is adjustable. yet
you cannot change pitch. The pitch, not volume, defines a song. All speakers—not just
singers—must use pitch patterns effectively. Pitch colors your speech and enhances
conversation.
Since pitch can reflect our moods, feelings, and sentiments, we must carefully use the desired
pitch patterns. We sometimes find a person's speech uninteresting since they don't use different
pitch patterns for different situations. Listen to those songs to understand. Which singer? Sings
solemnly until the crescendo. Pitch patterns shift between the first and last notes. Despite
listening at the same volume, pitch patterns shift. To keep your audience interested, use varied
pitch patterns sparingly. A singer or speaker's voice is colored by pitch fluctuations.

2.2.5 Pronunciation and Articulation

Pronunciation helps us communicate. As mentioned, English is our native language, hence
Indian speakers of English pronounce it differently. Our words should always be as close to
standard English. Since RP English is the global standard pronunciation, we should use it.
Phonetics covers RP sounds, word stress, weak forms, and intonation patterns to help you
speak English like a native.

Articulation matters too. These words and expressions illustrate the difference between these
two sometimes misunderstood terms: "Psychology," "Mythology," "Rendezvous," "Clerk,"
"Sample," and others are pronounced differently in English, but there is a standard method.
Thus, multiple pronunciations—some acceptable, some not—make the difference. However,
when we hear terms like "lemme...," "yeah...," "dint...," etc., it's the person's articulation, not
their pronunciation.
Articulation means distinguishing sounds. Our articulation is good if we can pronounce sounds
clearly. However, mixing or mumbling words is sloppy and inelegant. Sloppy articulation is
common among kids, partly due to American movies and mannerisms but mostly due to a
cyber-savvy mobile culture that chops, truncates, and abbreviates anything that requires more
effort in reading, writing, speaking, and listening.

Thus, your acquaintance often slurs and mumbles and reduces "let me" to "lemme," "have to"
to "hafta," "I didn’t..." to "I dint," "yes" to "Yeah," "you ought to" to "you otta," and so on.
With chopbing, slurring, and muttering, some of our young acquaintances think their speech
"stylish" and "impressive." A knowledgeable audience will dismiss a "trendy" and "stylish"
speaker as inconsequential, immature, and "funky."

Types of Nonverbal Communication

1. Proxemics

Proxemics refers to the study of how space and distance influence communication. We only
need look at the ways in which space shows up in common metaphors to see that space,
communication, and relationships are closely related. For example, when we are content with
and attracted to someone, we say we are “close” to him or her. When we lose connection with
someone, we may say he or she is “distant.” In general, space influences how people
communicate and behave. Smaller spaces with a higher density of people often lead to
breaches of our personal space bubbles. Edward T. Hall, an anthropologist, introduced the
concept of proxemics and categorized personal space into different zones:
1. Intimate Space

As we breach the invisible line that is 1.5 feet from our body, we enter the intimate zone, which
is reserved for only the closest friends, and family. It is impossible to completely ignore people
when they are in this space, even if we are trying to pretend that we’re ignoring them. A breach
of this space can be comforting in some contexts and annoying or frightening in others.

2. Personal Space (1.5–4 Feet)

Personal and intimate zones refer to the space that starts at our physical body and extends four
feet. These zones are reserved for friends, close acquaintances, and significant others. Much
of our communication occurs in the personal zone, which is what we typically think of as our
“personal space bubble” and extends from 1.5 feet to 4 feet away from our body.

3. Social Space (4–12 Feet)

Communication that occurs in the social zone, which is four to twelve feet away from our
body, is typically in the context of a professional or casual interaction, but not intimate or
public. This distance is preferred in many professional settings because it reduces the suspicion
of any impropriety. The expression “keep someone at an arm’s length” means that someone is
kept out of the personal space and kept in the social/professional space. Students in large
lecture classes should consider sitting within the social zone of the professor, since students
who sit within this zone are more likely to be remembered by the professor, be acknowledged
in class, and retain more information because they are close enough to take in important
nonverbal and visual cues.

4. Public Space (12 Feet or More)

Public and social zones refer to the space four or more feet away from our body, and the
communication that typically occurs in these zones is formal and not intimate. Public space
starts about twelve feet from a person and extends out from there. This is the least personal of
the four zones and would typically be used when a person is engaging in a speech and is
removed from the audience to allow the audience to see or when a high-profile or powerful
person like a celebrity or executive maintains such a distance as a sign of power or for safety
and security reasons.
2. Chronemics
Chronemics refers to the study of how time affects communication. Time can be classified
into several different categories, including biological, personal, physical, and cultural time
(Andersen, 1999). Biological time refers to the rhythms of living things. Humans follow a
circadian rhythm, meaning that we are on a daily cycle that influences when we eat, sleep, and
wake. When our natural rhythms are disturbed, by all-nighters, jet lag, or other scheduling
abnormalities, our physical and mental health and our communication competence and
personal relationships can suffer.

1. Personal time refers to the ways in which individuals experience time. The way we
experience time varies based on our mood, our interest level, and other factors. Think about
how quickly time passes when you are interested in and therefore engaged in something.

2. Physical time refers to the fixed cycles of days, years, and seasons. Physical time, especially
seasons, can affect our mood and psychological states. Some people experience seasonal
affective disorder that leads them to experience emotional distress and anxiety during the
changes of seasons, primarily from warm and bright to dark and cold (summer to fall and
winter).

3. Cultural time refers to how a large group of people view time. Polychronic people do not
view time as a linear progression that needs to be divided into small units and scheduled in
advance. Polychronic people keep more flexible schedules and may engage in several activities
at once. Monochronic people tend to schedule their time more rigidly and do one thing at a
time. A polychronic or monochronic orientation to time influences our social realities and how
we interact with others.

4. Biological time refers to the rhythms of living things. Humans follow a circadian rhythm,
meaning that we are on a daily cycle that influences when we eat, sleep, and wake. When our
natural rhythms are disturbed, by all-nighters, jet lag, or other scheduling abnormalities, our
physical and mental health and our communication competence and personal relationships can
suffer.

3. Kinesics:
Kinesics is the study of body language, including facial expressions, gestures, posture, and
other physical movements that convey meaning during communication. It involves the
interpretation of nonverbal cues and how they complement or contradict verbal messages.
Facial expressions, for example, can convey emotions such as happiness, sadness, anger, or
surprise. Gestures and postures can indicate openness, dominance, submissiveness, or interest.
Kinesics plays an essential role in understanding social interactions and can vary across
cultures and individual preferences. The word kinesics comes from the root word kinesis,
which means “movement,” and refers to the study of hand, arm, body, and face movements.
Specifically, this section will outline the use of gestures, head movements and posture, eye
contact, and facial expressions as nonverbal communication.
Emblems are nonverbal gestures that can be directly translated into words, like the "A-OK"
sign. Their meaning can vary across cultures, sometimes even becoming offensive.
Illustrators are movements that complement verbal communication, such as pointing or
gesturing to emphasize a point. They help convey clarity, interest, and enthusiasm.
Affect Displays are nonverbal expressions of emotion, like a smile or frown, which reveal a
person’s feelings, often unintentionally.
Regulators are gestures that control the flow of conversation, like nodding to show
understanding or raising a hand to indicate a desire to speak.
Adaptors are unconscious behaviors, such as tapping a pen or adjusting glasses, often
triggered by anxiety or a need for comfort. These actions can unintentionally reveal a person’s
emotional state.

4. Haptics
Think of how touch has the power to comfort someone in moment of sorrow when words alone
cannot. To learn about the power of touch, we turn to haptics, which refers to the study of
communication by touch. Touch has the power to comfort, but it also carries risks due to its
associations with sex and violence. The study of communication through touch is known as
haptics. Proper use of touch is crucial, as inappropriate touch can lead to negative
interpersonal consequences or even legal issues. Touch is vital for human development and
can be welcoming, threatening, or persuasive.

Different types of touch include functional-professional (e.g., a doctor’s touch), social-polite

(e.g., a handshake), friendship-warmth, love-intimacy, and sexual-arousal. Functional-
professional touch is goal-oriented and expected, while social-polite touch helps initiate
interactions and show respect

1. Intrapersonal Communication
Intrapersonal Communication refers to the dialogue that occurs within an individual’s mind.
This type of communication involves self-reflection, contemplation, and internal dialogue. It
is the process of thinking, analyzing, and making decisions based on one's thoughts and
feelings.

 Self-Reflection: This involves analyzing one’s own thoughts, feelings, and behaviors.
It could be pondering over a past event, planning future actions, or simply understanding
one’s emotions.
 Meditation and Contemplation: Practices such as transcendental meditation focus on
clearing the mind and connecting with deeper consciousness. It’s a form of intrapersonal
communication aimed at achieving mental clarity and spiritual insight.
 Prayers and Spiritual Communication: Communicating with a higher power or
divine entity through prayer, rituals, or spiritual practices is another form of
intrapersonal communication. It involves seeking guidance, expressing gratitude, or
asking for help.
Intrapersonal communication is crucial for personal development as it helps individuals
understand themselves better, make decisions, and manage their emotions.

2. Interpersonal Communication
Interpersonal Communication occurs between two or more people and involves the
exchange of information, feelings, or ideas. This can be direct or indirect, spoken or written,
and it is essential for building relationships.

 Verbal Communication: This includes face-to-face conversations, phone calls, and

video chats. Verbal communication allows for immediate feedback, which helps clarify
messages and build understanding.
 Nonverbal Communication: This encompasses body language, facial expressions,
gestures, and eye contact. Nonverbal cues often complement or reinforce what is being
said verbally and are crucial for conveying emotions and attitudes.
 Written Communication: Emails, letters, text messages, and social media interactions
are forms of written interpersonal communication. Written communication is often
more formal and permanent, allowing people to carefully craft their messages.
 Small Group Communication: This type of interpersonal communication occurs
within groups, such as teams or committees. It involves interaction among members to
achieve common goals, make decisions, or solve problems.

Interpersonal communication is fundamental to human interaction, enabling people to connect,

share information, resolve conflicts, and build social networks.

3. Mass Communication
Mass Communication involves disseminating information to large, heterogeneous, and
anonymous audiences through mass media channels. It is a one-to-many form of
communication that reaches a broad audience simultaneously.

 Print Media: Newspapers, magazines, books, and brochures fall under this category.
Print media has historically been a primary source of news, information, and
entertainment.
 Broadcast Media: Television and radio are powerful tools for mass communication,
delivering news, entertainment, and educational content to a wide audience.
 Digital Media: The Internet, including websites, blogs, social media, and online news
platforms, has revolutionized mass communication. It allows for instantaneous sharing
of information globally.
 Public Speaking: Speeches delivered by political leaders, religious figures, or
celebrities to large audiences also fall under mass communication. These speeches can
influence public opinion and mobilize people.

Mass communication is essential for informing the public, shaping cultural norms, and
influencing societal behavior. It plays a critical role in education, entertainment, and the
dissemination of information.
 4. Media Communication
Media Communication refers specifically to the exchange of information through electronic
and digital media platforms. It encompasses a range of tools and technologies that facilitate
communication over distances.

 Digital Communication: This includes emails, instant messaging, social media

interactions, and online forums. Digital communication allows for real-time interaction
and is accessible across different devices.
 Broadcast Communication: Television, radio, and online streaming platforms deliver
content to audiences. They provide news, entertainment, and educational programs to a
broad audience.
 Visual Media: This includes videos, infographics, and photographs shared on platforms
like YouTube, Instagram, and other social media. Visual media is impactful because it
combines sight and sound, making it a powerful tool for storytelling.
 Mobile Communication: Mobile phones enable communication through voice calls,
texts, and mobile apps. They are portable and provide instant access to communication
tools, making them indispensable in modern life.
 Interactive Media: Online platforms that allow users to interact, such as social media,
video games, and virtual reality environments, fall under interactive media. These
platforms enable users to participate actively rather than just consuming content.

Unit 1.4 Flow of Communication

In an organizational context, communication flow can vary depending on the structure and
culture of the organization. However, a common model of communication flow within an
organization is the Horizontal, Vertical {Upward & Downward}, Diagonal / Crosswise
communication and Grapevine Communication. Here's an overview of each type:
1. Horizontal Communication
Horizontal communication, also known as lateral communication, refers to the exchange of
information, ideas, and messages between individuals or departments at the same hierarchical
level within an organization. It occurs among colleagues, peers, or teams who share similar
responsibilities or work on interconnected tasks.
Horizontal communication serves several purposes within an organization.

 Coordination and Collaboration: Horizontal communication facilitates coordination

and collaboration between different departments or teams working on shared objectives
or projects. It allows for the exchange of information, progress updates, and the
coordination of activities to ensure smooth workflow and alignment.

 Problem-Solving: Horizontal communication enables colleagues or teams to share

insights, expertise, and perspectives to address challenges or solve problems
collectively. It encourages brainstorming, idea generation, and the pooling of resources
and knowledge to find effective solutions.

 Sharing Best Practices: Horizontal communication provides a platform for sharing

best practices, lessons learned, and success stories among colleagues or teams. It allows
individuals to learn from each other, adopt successful strategies, and improve their own
performance.

 Building Relationships and Networking: Horizontal communication fosters

relationships and networking within the organization. It encourages interaction, the
sharing of experiences, and the development of professional connections, which can
lead to increased collaboration and support in the workplace.

2. Vertical Communication
There are two types of Vertical Communication are there;

 Downward Communication: Downward communication refers to the flow of

information from higher levels of the organizational hierarchy to lower levels. It
 involves the transmission of directives, policies, instructions, goals, and other essential
information from managers, supervisors, or leaders to their subordinates. Downward
communication is typically used to provide guidance, assign tasks, share organizational
updates, and communicate expectations.

 Upward Communication: Upward communication involves the flow of information

from lower levels of the organizational hierarchy to higher levels. It allows employees
to share feedback, suggestions, concerns, ideas, and progress reports with their
managers or supervisors. Upward communication is crucial for providing insights from
the frontline employees, fostering employee engagement, and enabling the organization
to address issues and make informed decisions.

3. Grapevine Communication
Grapevine communication refers to the informal and unofficial communication network that
exists within an organization. It is characterized by the spontaneous transmission of
information, rumors, gossip, and unofficial news among employees. The term "grapevine" is
used metaphorically to represent the way information spreads quickly and unpredictably, much
like the tendrils of a grapevine.

Here are some key characteristics and aspects of grapevine communication:

1. Informal Network: Grapevine communication operates outside the formal lines of

communication in an organization. It bypasses the official hierarchical structure and
channels.
2. Spontaneous and Unplanned: Grapevine communication is often spontaneous and
unplanned. It occurs naturally through casual conversations, social interactions, lunch
breaks, or watercooler discussions.
3. Rapid Transmission: Information spreads quickly through the grapevine network. It
can travel from person to person rapidly, sometimes even faster than formal channels of
communication.
4. Unofficial and Unverified Information: Grapevine communication often involves
rumors, speculations, or unverified information. The accuracy and reliability of the
information can vary, and it may be distorted or exaggerated as it passes from one person
to another.

4. Diagonal / Crosswise Communication

Diagonal or crosswise communication refers to the exchange of information, ideas, and

messages between individuals or departments that are not directly in the same hierarchical line
of authority or reporting. It involves communication that cuts across different levels or
functional areas within an organization.

Diagonal communication plays a crucial role in promoting collaboration, coordination, and

information sharing across different parts of an organization. Here are some key aspects and
benefits of diagonal communication:

1. Integration of Departments: Diagonal communication allows for better integration

and coordination between different departments or functional areas within an
organization. It enables individuals from different teams or levels to communicate
directly, share knowledge, and collaborate on projects or initiatives.
2. Problem-Solving and Decision-Making: Diagonal communication facilitates
problem-solving and decision-making processes by bringing together individuals from
various perspectives and expertise. It allows for the exchange of ideas, insights, and
suggestions from different departments, leading to more comprehensive and informed
decision-making.
3. Innovation and Creativity: Diagonal communication encourages the flow of diverse
ideas, perspectives, and experiences, which can stimulate innovation and creativity
within the organization. When individuals from different areas come together to
communicate, they bring different knowledge and expertise, potentially leading to new
insights and approaches.
4. Understanding Organizational Goals: Diagonal communication helps ensure that
individuals at different levels or departments have a shared understanding of the
organization's goals, objectives, and strategic direction. It allows for the alignment of
efforts across.

Unit 1.5. 7C’s of Effective Communication

1. Clarity: Clarity is crucial in communication to ensure that your message is easily
understood by the recipient. To achieve clarity, use simple and straightforward language
 that is appropriate for your audience. Avoid using jargon, technical terms, or complex
language unless it is necessary and understood by the recipient. Clearly articulate your
thoughts and ideas, providing concise explanations and avoiding ambiguity.
Additionally, consider the structure of your message by organizing it logically and
presenting information in a coherent manner.
2. Conciseness: Being concise means delivering your message efficiently without
unnecessary elaboration or repetition. Keep your communication brief and to the point,
as lengthy or overly detailed messages can lead to confusion or disinterest. Focus on the
essential information and key points, omitting irrelevant or tangential details. Use clear
and concise sentences and paragraphs, and consider the recipient's attention span and
time constraints.
3. Completeness: Communication should be complete in the sense that it provides all the
necessary information and context for the recipient to fully understand the message.
Ensure that you include all relevant details, facts, and explanations that are required for
the recipient to grasp the subject matter. Anticipate potential questions or concerns that
the recipient may have, and address them proactively in your communication. Providing
a complete message reduces the chances of misinterpretation or confusion.
4. Correctness: Accuracy is vital in effective communication. Ensure that your message
is factually correct by verifying the information you include. Use proper grammar,
punctuation, and spelling to maintain professionalism and credibility. Mistakes or
inaccuracies can undermine the recipient's trust in your message and may lead to
misunderstandings or misinterpretations. Double-checking your communication for
correctness before sending it is essential.
5. Coherence: Coherence refers to the logical flow and organization of your
communication. Your message should be well-structured and presented in a coherent
manner, allowing the recipient to follow your thoughts easily. Start with an introduction
that sets the context, then present your ideas in a logical order, using clear transitions to
connect different points. Each section or paragraph should contribute to the overall
coherence of the message. Coherence helps the recipient comprehend the message more
effectively.
6. Courtesy: Courtesy involves showing respect, politeness, and consideration towards
the recipient in your communication. Use courteous and polite language, maintaining a
professional tone. Avoid using offensive or disrespectful remarks that may damage the
relationship or create a negative atmosphere. Consider the recipient's feelings, opinions,
and perspectives, and be mindful of cultural differences or sensitivities. Demonstrating
courtesy fosters positive interactions and promotes better understanding.
7. Consideration: Consideration refers to tailoring your communication to the needs,
characteristics, and preferences of your audience. Consider their knowledge,
background, and perspectives when crafting your message. Adapt your communication
style and language to ensure that it resonates with the recipient and is easily
comprehensible. Empathize with their concerns or interests and address them
appropriately. By demonstrating consideration, you enhance the relevance and
effectiveness of your communication.
1.6. BARRIERS TO COMMUNICATION
If we look around carefully, we will see that there are people who do not listen to others at
meetings; quite a few of them write incomprehensible memos; some do not value other’s
opinions; some others are unable to seek cooperation from their colleagues and subordinates.
Moreover, even a thoroughly prepared communicator commits mistakes, even though the
errors are rarely as frequent or as serious as the ones made by a careless communicator. When
the flow of communication gets impeded, it is termed as communication barrier.

1. Verbal Barriers
More often than not, most people consider themselves to be good and effective communicators
simply because they feel they can speak fluently. While speaking fluently is an important
aspect of communicating, yet it is not the only requirement. One should be able to listen
effectively, speak fluently and clearly, write well, and read in the language(s) others are
familiar with. Thus, there are some verbal barriers such as verbal attack, speaking loudly
unnecessarily, and using complex words and phrases. Some of the following reasons may
create verbal hindrances in the communication environment.
Lack of proper planning: Too often, we find that people start talking or writing without
thinking or planning. They do not clearly state the purpose of the message. This often results
in miscommunication or partial breakdown in the communication process.

Badly encoded or wrongly decoded messages: The sender may have clarity about the
message that is to be conveyed, but it may still not reach the receiver because the message
might have been improperly expressed. Choice of wrong words, absence of punctuation marks
or wrongly-timed pauses, poor organization of ideas, use of unnecessary jargon, etc. bring
vagueness in the message. At times it is the listeners who may contribute to the messy world
of misinterpretation by decoding the message in a startlingly different way.
Let us consider the following situation.
The Manager of Sieve Internationals refers to the report submitted by his Marketing Trainee
as bombastic. The young amateurish employee with a limited vocabulary assumes from the
form of the word that it must mean something like fantastic and bursts into a grateful- Thank
you very much, Sir! So a badly or wrongly decoded message can lead to a hilarious onlooker
but situation for an embarrassing one for the people involved.

Semantic Gap
Semantic gap or distortion might be deliberate or accidental, for example, an advertisement
saying, 'We sell for less, raises the question, 'Less than what?' Is the product sold to less number
of people or offered at a less price? Thus, a message such as this may have different
connotations and may leave the recipient of the message wondering about the real intention of
the message. Thus, whenever there is a gap between the message sent and the message
received, it might have arisen due to the language employed and the way it has decu
interpreted.
Differences in perception of a message Different people perceive a single message in different
ways. Consider a situation wherein there occurs a dispute between a worker and his/her
superior and a third person is asked to inquire into the matter. During investigation, it is very
likely that both the worker and the superior will not recall the situation in exactly the same.
This is mainly because their perception levels are not the same. To overcome this problem,
needs to communicate from various perspectives, try to verify the matter from different point
of view, and then come to a conclusion.

Similarly, in a business situation, one should be very careful in the choice of words it is because
like many things in the world, the words we utter are also open to a variety of interpretations.
Words such as good, bad, proper, inappropriate, character, nature and a large no. of other
words are essentially subjective in nature and can be interpreted in various way and hence need
to be used carefully in order to avoid ambiguity in the message.

Variation in language Sometimes certain words and idiomatic expressions are culture
specific. If we do not use them appropriately in the respective cultural context, it might lead
to miscommunication or non-communication. For instance, what is called sidewalk in the US,
in Britain it is called pavement, whereas in India, it is called platform. Similarly, it is apartment
in the US, flat in Britain, and house in India. In the same way, we find in Britain to table a
proposal means to act on it, whereas in America it means to postpone. Therefore, if we use
such expressions indiscriminately, it would lead to confusion and consequently may lead to
the breakdown of communication.

Non-verbal Barriers
Apart from the basic aspects of communication stated earlier, one needs to keep in mind the
non-verbal aspects too in order to be considered adept in communication skills. Moreover,
when verbal and non-verbal messages clash, receivers tend to trust the non-verbal messages.
Sometimes even flashing eyes, rolling eyes, quick movements or very slow movement, or
avoiding eye contact may also cause non-verbal barriers to effective communication.
Raising eyebrows constantly suggests that the speaker is not convinced about the
information that he/ she has shared. Bulging eyes leave the audience alienated as the speaker
unnecessarily sounds arrogant. Even when a presenter keeps his/her hands or thumbs
constantly in the pockets of his/her trousers, he/she will certainly appear snobbish, scared, or
deceptive to his/her audience. Similarly, if some awkward gestures are constantly used by
the speaker, these will create blocks in the smooth flow of communication.

Listening Barriers

Poor listening results in incomplete, incorrect, and inconsistent responses. Sometimes people
do not listen to others properly and patiently because rather than listening to others' views,
they may just be waiting anxiously for the speaker to keep quiet so that they may articulate
their own views. Experience suggests that those who listen to others with dwindling attention
fail to speak properly. It is so because listening is the mother of all speaking. Listening requires
concentration, patience, and focus; the turbulence characterizing a quintessential twenty-first
century mind, however, renders the whole task extremely challenging. and although we all
pretend to listen to others while sitting in a meeting or attending some oral presentation, we
usually are occupied with the idea of speaking at the earliest opportunity. It is so because
speaking is a human urge, while listening is a compulsion. We all aspire to be speakers but not
necessarily all of us crave to be a listener. That is why, there are many speakers but just a few
listeners. Moreover, listeners interrupting the speakers or avoiding an eye contact with them
also causes barriers to effective listening.

Besides the above, the following reasons may also cause listening barriers in the
communication environment:

 Making the speaker feel as though he/she is wasting the listener's time
 Being distracted by something that is not part of the ongoing communication
 Getting ahead of the speaker and completing his/her thoughts
 Topping the speaker's story with one's own set of examples
 Forgetting what is being discussed
 Asking too many questions for the sake of probing

Physical and Mechanical Barriers

Closed office doors, physical distance between the communicators, disturbance in

transmission channels, etc. create physical barriers. Research shows that one of the most
important factors in building cohesive teams is proximity. Nearness to others helps people
communicate effectively as it helps them get to know one another better. Distance therefore,
is a barrier that often affects communication. At times, poor printing, badly indented text, lack
of space or margins, very small font sizes and crowded paragraphs can lead to barriers.
Similarly, erratically functioning machines, faulty devices and systems are some of the
mechanical barriers which affect communication between two parties. Failure of microphone
during a speech may be seen as a mechanical barrier, for instance.

Psychological Barriers

Compared to physical barriers, psychological barriers are far more damaging and cause
disruptions in the frequent process of communication. Psychological barriers are closely linked
to emotional barriers; emotional barriers play an important role in the communication of a
message. Some such psychological barriers may arise due to the presence of fear, distrust,
absent mindedness, emotional apathy, intensity of feelings, lack of interest, obsessive
temperament, multiple distractions, and so on between the communicating parties. For
instance, on receiving a message, we may not be able to interpret it properly as we may be
caught up in some emotional turmoil of our own.

Miscellaneous Barriers

Premature evaluation of message

It is an undesirable human tendency to jump to hasty conclusions, approve or disapprove what
is being said or written, and generalize the ideas without being convinced. This tendency often
leads to failure in communication because the listening and readers evaluate the message
without fully understanding its real essence. Information overload. In various organizations,
the employees in the key positions get unrestricted flow of information. Struggling with an
information overload thus, they often tend to ignore the important information unconsciously
while processing the information. For instance, the person concerned might miss the word 'not'
in a message, which reverses the intended meaning. It is also observed that people respond to
information overload by simply escaping from the task of communication, for example,
wherever authorities demand detailed documentation for procuring government contracts;
people sometimes shirk the task and simply furnish unauthentic or incomplete information.

Distrust, threat, and fear

Inconsistent and unpredictable behavior of the superior leads to arousing distrust and fear
among the subordinates. If a subordinate has been punished for presenting unfavorable but
true facts in the past, he/she will not express his/her ideas however innovative and crucial they
may be due to real or imagined fear. Eventually, the communication process in a scenario like
this will break down.

Less time for orientation and for adjustment to change

Changes affect people in different ways and it may take some time to adjust to the implication
of changes occurring regularly both in our personal and professional worlds. Some
communication situations indicate a need for further training, career adjustment, or status
identification. If the employees do not get sufficient time to adjust, alter, or prepare themselves
to face the changes around them, it hampers communication and can severely affect their
performance in an organization.

Emotional reaction
On his retirement day, a senior executive of a leading firm received many sincere tributes
during a special dinner hosted in his honour. When finally asked to speak, he got up from his
seat, spoke a few words but could not continue. He was choked with emotion. Depending on
the intensity of our emotions thus, our response or reaction may create a barrier in
communication. Emotions such as fear, suspicion, anger, and joy may act as hurdles in making
ourselves clear to our audience. Rigid attitude Human communication is all about sharing and
conveying emotions, ideas, and attitudes. A stubborn attitude on the part of the listener or the
speaker may lead to a failure of communication. It is a well-known fact that we cannot learn
anything unless we purge ourselves of our pre-conceived notions.

Overcoming Barriers of Effective communication

1. Language barriers:
When individuals speak different languages or have limited proficiency, communication can
be challenging. To overcome this barrier:
 Use simple and clear language.
 Avoid jargon and technical terms.
  Provide visual aids or use gestures to enhance understanding.
 Utilize translation services or interpreters if necessary.

2. Cultural barriers:
Cultural differences can lead to misunderstandings and misinterpretations. To overcome this
barrier:
 Develop cultural sensitivity and awareness.
 Respect and value diverse perspectives.
 Learn about different cultural norms and communication styles.
 Seek clarification and ask open-ended questions to ensure understanding.

Emotional barriers: Strong emotions, such as anger, fear, or stress, can impact
communication. To overcome this barrier:
 Practice active listening and empathy.
 Acknowledge and address emotions before discussing the issue.
 Create a safe and supportive environment for open dialogue.
 Use "I" statements to express thoughts and feelings without blaming others.

3. Physical barriers: Physical barriers can include noise, distance, or poor audiovisual
equipment. To overcome this barrier:
 Choose a quiet and comfortable environment for communication.
 Minimize distractions and interruptions.
 Use appropriate technology and ensure its proper functioning.
 Utilize alternative communication channels, such as video conferencing or written
communication, when necessary.

4. Perceptual barriers: Different interpretations and perspectives can hinder effective

communication. To overcome this barrier:
 Practice active listening and seek clarification when needed.
 Use clear and concise language to avoid ambiguity.
 Focus on understanding the other person's point of view.
 Encourage open and honest communication to address any misunderstandings.

5. Lack of feedback: When communication is one-sided and lacks feedback, the intended
message may not be fully understood. To overcome this barrier:
 Encourage others to provide feedback and ask for clarification.
 Use open-ended questions to promote discussion.
 Demonstrate active listening through verbal and non-verbal cues.
 Avoid making assumptions and verify understanding.