Unit 2: Business communication
Communication-I notes · PTU syllabus (BSIT101/BSBC101)
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Unit summary
Business runs on communication between people, teams and organisations. This unit covers the types, media, objectives, models and process of business communication, its importance, and understanding and handling barriers to communication.
After this unit you can
- Explain the types and media of business communication
- Explain the objectives, models and process of communication
- Explain the importance of business communication
- Identify and overcome barriers to communication
PTU syllabus topics
- Types
- media
- objectives
- models and process of business communication
- importance of communication
- understanding and handling barriers to communication
- 1. Sender: Has a message
- 2. Encoding: Words, visuals
- 3. Channel: Email, call, meeting
- 4. Receiver: Decodes the message
- 5. Feedback: Confirms understanding
Topic 1
Meaning and importance of business communication
Communication is the process of transmitting information, ideas and understanding from one person to another so that it is received and understood as intended. The word comes from the Latin communis — "common".
- Nature: two-way, continuous, purposive, dynamic, pervasive, involves shared meaning, can be verbal or non-verbal, irreversible.
- Importance in business: planning and coordination, decision-making, motivation, leadership, customer relations, conflict resolution, public image.
Communication is easy
Effective communication needs skill and effort
Words have fixed meanings
Meanings are in people, not words
More information means better communication
Overload reduces understanding
Communication is only verbal
Non-verbal cues carry much of the meaning
Telling is communicating
Communication is complete only when understood
Communication solves all problems
It can also create conflict if poorly handled
Topic 2
Types and media of business communication
Path
Official chain of command
Unofficial, social relationships
Speed
Slower
Very fast
Records
Documented
Usually not recorded
Reliability
Reliable, authoritative
May distort; rumours
Example
Circulars, reports, meetings
Chats in the canteen, WhatsApp groups
- Directions of formal communication: downward (orders, policies), upward (reports, suggestions, grievances), horizontal/lateral (between peers), diagonal (across levels and departments).
- Grapevine chains (Keith Davis): single strand, gossip, probability, cluster (most common).
- Communication networks: chain, wheel, circle, all-channel, Y.
- Channels: face-to-face, telephone, video call, email, letters, reports, intranet, social media, notice boards — choose by richness (face-to-face richest), urgency, cost, need for records.
Topic 3
Objectives of business communication
- Inform (policies, results), persuade (customers, investors), instruct (procedures), motivate (employees), build relationships and goodwill, coordinate activities, record decisions.
Topic 4
Models and process of communication
- 1. Sender (ideation): Has an idea or need
- 2. Encoding: Converts the idea into words, symbols, gestures
- 3. Message and channel: Email, meeting, phone, report
- 4. Decoding: Receiver interprets the message
- 5. Receiver's response: Understanding and action
- 6. Feedback: Confirms understanding; cycle repeats
- Noise: any interference at any stage — physical (sound), semantic (jargon), psychological (emotions).
- Models: Shannon–Weaver (linear), Schramm (interactive, field of experience), Berlo's SMCR (source, message, channel, receiver).
Topic 5
Barriers to communication and how to handle them
Physical
Noise, distance, faulty equipment, poor network
Semantic
Jargon, ambiguous words, poor translation
Psychological
Emotions, prejudice, distrust, poor listening, premature evaluation
Organisational
Rigid hierarchy, too many levels, unclear policies, information overload
Cultural
Language, gestures, values, high vs low context
Personal
Status differences, fear of superiors, lack of confidence
Overcoming barriers (7 Cs of communication)
- 1
Clear
- 2
Concise
- 3
Concrete
- 4
Correct
- 5
Coherent
- 6
Complete
- 7
Courteous
- Also: know the audience, choose the right channel, use simple language, active listening, seek feedback, control emotions, follow up.
Key terms
- Business communication
- Exchange of information for business purposes
- Grapevine
- Informal communication network
- Encoding
- Converting ideas into a message
- Feedback
- Receiver's response to a message
- Noise
- Interference that distorts a message
Quick revision
- Meaning and importance.
- Formal and informal; upward, downward, horizontal; channels.
- Objectives: inform, persuade, instruct, motivate, relate, coordinate, record.
- Shannon–Weaver, Schramm, Berlo models; process elements.
- Physical, semantic, psychological barriers; 7 Cs.
Important exam questions
Practice questions written to the PTU exam pattern for this unit's syllabus: short answers (Section A style) and long answers (Sections B and C style).
Short-answer questions
- Q1.Define business communication.
- Q2.Distinguish formal and informal communication.
- Q3.State four objectives of business communication.
- Q4.Name the elements of the communication process.
- Q5.What is semantic noise?
- Q6.List the 7 Cs.
Long-answer questions
- Q1.Explain the types and media of business communication.
- Q2.Explain the objectives and importance of business communication.
- Q3.Explain the models and process of communication.
- Q4.Discuss barriers to communication and ways to overcome them.
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