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Lesson 1

Business Communication

Concept of communication

Communication begins when one person sends a message to another with the intent of evoking a

response. Effective communication occurs when the receiver interprets the message exactly as

the sender intended.

Effective communication is essential for the functioning of any organization.

Managers need to transmit orders and policies, build cooperation and team spirit, and

identify problems and their solutions.

Employees need to clarify directives, provide feedback, and make their problems known.

Team members need to share feelings and perceptions to solve problems and resolve

conflicts.

Communication in organizations serves three major purposes. It allows members to

Coordinate actions,

Share information, and

Satisfy social needs.

The word “communicate” is derived from the Latin word “communicare”, which means - to

share, exchange, send, and transmit. A number of definitions have been given to the term

“communication”. A few important ones are:

Definitions:

Communication is sum of all things, one person does when he 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. (Allen Louis)

Communication in its simplest form is conveying of information from one person to another.

(Hudson)

Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.

(George Terry)

Important characteristics of communication

Communication is a two way process.

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Communication always happens between or among two or more persons or parties –

sender and receiver.

Communication involves exchange of facts, ideas, feelings or thoughts.

Communication uses verbal ways like words spoken or written, or non-verbal ways like

gestures, postures, etc.

Communication needs a mutuality of understanding between sender and receiver.

Purposes of communication

The purpose of communication may be to:

1) Initiating action

When a person feels a need to communicate to another, he/she initiates the

communication. Initiating action may be achieved by two basic categories of

communication.

a) Expressing needs and requirements

b) Persuading and motivating others.

2) Imparting information

Imparting information, feelings, ideas and beliefs etc., this may have any number of

specific reasons.

a) Creating awareness

b) Creating understanding

c) Influencing others etc.

3) Establishing relation:

Establishing, acknowledging and maintaining relations with other people, is vital function

of communication.

The Communication Process / Cycle

Before the communication can take place, a purpose, expressed as a message to be conveyed is

needed. It passes between a source (the sender) and a receiver. The message is encoded

(converted to a symbolic form) and passed by way of some medium (channel) to the receiver.

The receiver translates (decodes) the message initiated by the sender to understand the contents

of the message, and replies the message (feedback). The result is the transfer of meaning from

one person to another.

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Communication Cycle Diagram

Components of Communication Cycle

The main components of communication process are the sender, the receiver, the message and

the channel. The communication process includes the sequential steps of encoding, transmission

and decoding.

The Source / Sender: The source or sender is the person or place from where the message being

communicated emerges. The sender desires to communicate to the receiver some idea, feeling,

or intention. An idea is generated which is then translated to into words or symbols called

message.

Encoding: After the sender generates the idea, he/she translates this idea into words, symbols or

actions. This act of producing a symbolic message, for example, spoken or written is called as

encoding. Encoding is thus translating the information into a format that will get the idea across

to the receiver.

The Message: The message is the actual physical outcome from source encoding. For example,

when we speak, the speech is the message or when we write, it forms the message.

Sender / Source

Message

Receiver

Feedback/reply

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The Channels: The channels are the media through which the message travels from the sender

to the receiver. It is selected by the sender, who must determine the appropriate medium to

transmit the message – formal or informal, verbal or non-verbal, spoken or written; depending

upon the circumstances in which the communication is initiated.

Receiver: The receiver is the person or place to whom the message is directed or sent.

Decoding: When the receiver receives the message he/she will try to understand the content of

the message. This act of understanding the message is known as decoding. Here the receiver tries

to decode the message to develop the appropriate understanding of the message.

Feedback: The receiver after understanding the message replies to the sender. This reply to the

original message is known as feedback. The feedback forms the final loop in the communication

process. Feedback is the check on how successful we have been, in transmitting the message as

originally intended. The feedback gives the sender a clear picture as to whether the

communication made was successful or not.

In this reversal, the receiver now becomes the responder and the original sender becomes the

receiver, and the process continues.

Barriers to Communication

These are the internal or external influences which do not allow the message to be transmitted

properly. These communication barriers occur in everyday business communications.

Misinterpretation or misunderstanding occurs when the receiver understands the message to his

or her own satisfaction but not in the sense that the sender intended. Misinterpretation can be a

consequence of sender or channel noise, poor listening habits, erroneous inferences on the part of

the receiver, or differing frames of reference.

Frames of Reference: A combination of past experience and current expectations often leads

two people to perceive the same communication differently. Although each hears the actual

words accurately, he/ she may catalogue those words according to his or her individual

perceptions, or frames of reference.

Semantics: Semantics pertains to the meaning and use of words. This is especially true when

people from different cultures are trying to communicate.

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Value Judgments: When a receiver evaluates the worth of a sender's message before the sender

has finished transmitting it. Often such value judgments are based on the receiver's previous

experience either with the sender or with similar types of communications.

Selective Listening: When a message conflicts with what a receiver believes or expects,

selective listening may cause the receiver to block out the information or distort it to match

preconceived notions. For example feedback to an employee about poor performance, may not

be "heard" because it doesn't fit the employee's self-concept or expectations.

Filtering: Filtering is selective listening in reverse; in fact, we might call it "selective sending."

When senders convey only certain parts of the relevant information to receivers, they are said to

be filtering their message.

Distrust: A lack of trust on the part of either communicator is likely to evoke one or more of the

barriers mentioned above. Senders may filter out important information if they distrust receivers,

and receivers may form value judgements, make inferences, and listen only selectively.

Effective Communication

Effective communication requires considerable skill in both sending and receiving information.

Clarity of Messages: A sender can take the initiative in eliminating communication barriers by

making sure a message is clear and credible and that feedback is obtained from the receiver to

ensure that understanding is adequate.

Develop Credibility: The credibility of a sender is probably the single most important element

in effective interpersonal communications. Sender's credibility is reflected in the receiver's belief

that the, sender is trustworthy.

Feedback: Effectiveness of communication depends on feedback. Feedback can be used to

clarify needs and reduce misunderstanding to improve relationships and keep both parties

updated, to determine which issues need further discussion, and to confirm all uncertain verbal,

vocal, and visual cues.

Communication Channels Used in Organizations

To meet its business and task needs, any business organization will be required to communicate

with the people within and outside the organization.

Internal Communication: The communication made by the organization internally within the

organization is called internal communication, such as, communication with or between

employees; or communication of one department with another.

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External Communication: The communication made by the organization with the external stakeholders

such as, customers, suppliers, investors, banks, financers, shareholders etc.

All communications made by the organization whether internal or external may be Formal or Informal.

Formal Communication: Formal communication whether internal or external follows the established

chain of command or line of hierarchy, and is made under proper code of procedures and guidelines. The

formal communication within the organization may be categorized as:

a) Downward Communication: The downward communication is the communication which

flows from higher levels of hierarchy to lower levels.

b) Upward Communication: The upward communication is the communication which flows

from lower levels in the hierarchy to higher levels.

c) Horizontal Communication: Horizontal communication takes place among peers (people at

the same hierarchy level) and can cut across departments and work groups.

Informal Communication: Informal communication channels exist to serve the interests of those

people, who make them up, regardless of their positions in the organization. They are not formally

sanctioned by management and do not follow the organization's hierarchy; however, informal

communications are often perceived by employees as more believable than communications received

through formal organizational channels. Some typical informal channels are the grapevine, social

gatherings, informal one-to-one discussions, and small-group networks.

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Lab Practice 1

Review Use of the ‘Present Simple’:

PAIR WORK

Task 1: Make pair with one of your class mates. Interact with him/her as if you are

meeting for the first time. Ask your partner the following questions and note

down his/her answers. After you are done, reverse the roles.

1. How are you? ______________________________________________________________

2. What is your name? _________________________________________________________

3. Where do you come from? ____________________________________________________

4. Where do you live? _________________________________________________________

5. How far is your place from the university? _______________________________________

6. Are you staying in the hostel? _________________________________________________

7. What is your major of studies? ________________________________________________

8. Why do you choose this major? ________________________________________________

9. Which languages can you speak? _______________________________________________

10. What is your mother tongue (first language)? _____________________________________

11. Have you ever been to Muscat? ________________________________________________

12. Which places in Muscat do you like? ____________________________________________

13. Which place in Muscat is your favorite for shopping? ______________________________

14. How much pocket money do you get from your home? _____________________________

15. How much money you spend a week? __________________________________________

16. What are your hobbies? _____________________________________________________

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Task 2 (Pair work): Ask your partner questions starting with ‘How’ to get the following

answers?

Example: I am 20. How old are you? / What is your age?

1. He goes round the village for morning walks. _____________________________________

2. There are three helpers in this office. ____________________________________________

3. This computer is expensive. Its price is OMR 500. __________________________________

4. He is 22. ___________________________________________________________________

5. His home is 25 km from this place. ______________________________________________

6. My father is doctor. __________________________________________________________

7. I am from Ibri. ______________________________________________________________

8. His brother is 25 year old. _____________________________________________________

9. I stay in the hostel. ___________________________________________________________

10. I study in University of Nizwa. ______________________________________________

Task 3 (Pair work): Ask your partner the following questions using the frequency

adverb “often”, and get the answers using one of the following

frequency adverbs (often, rarely, sometimes, never).

Example: How often do you go to a gym? I rarely go to a gym.

1. __________________ travel by bus? ____________________________________

2. ___________________ read a newspaper? ____________________________________

3. ___________________ play a sport? ____________________________________

4. ____________________ go to a cinema? ____________________________________

5. ____________________ visit your friends? ___________________________________

6. ____________________ eat in a restaurant? ___________________________________

7. ____________________ forget your homework? ______________________________

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Task 4: Review: the ‘present progressive’

Read the following:

1. What are you doing? I am

You, We, They are eating.

He, She is

For Example:

1. What are you doing this weekend? I am going to Muscat with my friends.

2. What is she doing now? She is doing her homework.

Are you going to Muscat this weekend? (Interrogative)

I am going to Muscat this weekend. (Positive)

I am not going to Muscat this weekend. (Negative)

Task 5: Change the following questions in Present Progressive.

Example: Do you go to the tuition classes? Are you going to tuition classes tomorrow?

1. Do you often visit this company? _______________________this company next month.

2. What do you usually have for lunch? ______________________ for lunch today?

3. Do you take the university bus? __________________the university bus tomorrow?

Task 6: Change the sentences into Negative form.

Example: My father is a doctor. My father is not a doctor.

1. He is the head of Management Department. ____________________________________

2. He works at University of Nizwa. ____________________________________

3. I am his friend. ____________________________________

4. He owes you money. ____________________________________

5. My friend is in the hospital. ____________________________________

6. Switch off the AC. ____________________________________

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7. Start the car. ___________________________________

8. Lend him your car. ___________________________________

9. He is coming. ___________________________________

10. I will be there today. ___________________________________

11. We are sending you the goods today. ___________________________________

12. The weather is hot in Muscat today. ___________________________________