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Unit 1 of 4 · B.Sc IT Sem 2

Unit 1: Introduction to business communication

Communication-II notes · PTU syllabus (BSIT201/BSBC201)

3 min read6 topics10 exam questions
On this page
  1. Unit summary
  2. Meaning and characteristics of communication
  3. The communication process and its elements
  4. Classification of communication
  5. Barriers to effective communication in business organisations
  6. Formal and informal communication and the grapevine
  7. Principles of effective communication
  8. Key terms
  9. Quick revision
  10. Important questions

Unit summary

Effective business communication follows clear principles and overcomes predictable barriers. This unit covers the meaning, process and classification of communication, its elements and characteristics, barriers to effective communication in business organisations, formal and informal communication, the grapevine and the principles of effective communication.

After this unit you can

  • Explain the meaning, process and classification of communication
  • Explain the elements and characteristics of communication
  • Identify barriers to communication in organisations
  • Explain formal and informal communication, the grapevine and principles of effective communication

PTU syllabus topics

  • Meaning
  • process and classification of communication
  • elements and characteristics
  • barriers to effective communication in business organizations
  • formal and informal communication
  • grapevine
  • principles of effective communication
ComparisonFormal vs informal communication
Formal
Informal (grapevine)

Path

Official chain of command

Any direction, social links

Speed

Slower

Very fast

Reliability

High, documented

Mixed; rumours possible

Example

Memo from HR

Chat at the canteen

1

Topic 1

Meaning and characteristics of 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.
ClassificationMyths of communication
Myths

  • 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

2

Topic 2

The communication process and its elements

CycleCommunication cycle
Communication cycle
1Sender (ideation)
2Encoding
3Message and channel
4Decoding
5Receiver's response
6Feedback
  1. 1. Sender (ideation): Has an idea or need
  2. 2. Encoding: Converts the idea into words, symbols, gestures
  3. 3. Message and channel: Email, meeting, phone, report
  4. 4. Decoding: Receiver interprets the message
  5. 5. Receiver's response: Understanding and action
  6. 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).
3

Topic 3

Classification of communication

ClassificationClassification
Communication

  • By medium

    Verbal (oral, written), non-verbal, visual, electronic

  • By direction

    Downward, upward, horizontal, diagonal

  • By relationship

    Formal, informal

  • By audience

    Intrapersonal, interpersonal, group, mass

  • By purpose

    Informative, persuasive, instructional

4

Topic 4

Barriers to effective communication in business organisations

ClassificationBarriers to communication
Barriers

  • 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)

Process7 Cs of effective communication
  1. 1

    Clear

  2. 2

    Concise

  3. 3

    Concrete

  4. 4

    Correct

  5. 5

    Coherent

  6. 6

    Complete

  7. 7

    Courteous

  • Also: know the audience, choose the right channel, use simple language, active listening, seek feedback, control emotions, follow up.
  • Organisational barriers: rigid hierarchy and too many levels, poor policies, information overload, status differences, lack of feedback systems.
5

Topic 5

Formal and informal communication and the grapevine

ComparisonFormal vs informal communication
Formal communication
Informal communication (grapevine)

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.
6

Topic 6

Principles of effective communication

  • 7 Cs: clarity, conciseness, concreteness, correctness, coherence, completeness, courtesy.
  • Others: consideration of the receiver (you-attitude), consistency, timeliness, appropriate medium, feedback, attention, integration with organisational goals.

Key terms

Communication
Transfer of information and understanding
Grapevine
Informal communication network
Diagonal communication
Communication across departments and levels
Feedback
Response that completes the communication cycle
You-attitude
Writing from the receiver's viewpoint

Quick revision

  • Meaning, nature, importance; process and elements.
  • Classification by medium, direction, relationship, audience, purpose.
  • Physical, semantic, psychological, organisational barriers.
  • Formal vs informal; grapevine chains.
  • 7 Cs and other principles.

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

  1. Q1.Define communication.
  2. Q2.Name the elements of the communication process.
  3. Q3.Classify communication by direction.
  4. Q4.State three organisational barriers.
  5. Q5.What is the grapevine?
  6. Q6.List the 7 Cs.

Long-answer questions

  1. Q1.Explain the process and elements of communication.
  2. Q2.Classify communication with examples.
  3. Q3.Discuss barriers to effective communication in business organisations.
  4. Q4.Explain formal and informal communication and the principles of effective communication.

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