Unit 1: Foundations 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.

• 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).

• Also: audience-centred (you-attitude), timely, purposeful, two-way with feedback, consistent between words and actions, sent through the right channel.

• Overcoming barriers: know the audience, choose the right channel, use simple language, listen actively, seek feedback, control emotions, follow up.

• Ethical communication is truthful, accurate, fair, respectful and responsible.
• Principles: honesty (no misleading claims), transparency (disclose conflicts), confidentiality (protect sensitive information), respect for privacy, fairness in persuasion, inclusive language, accountability.
• Unethical practices: misleading advertisements, concealment of risks, plagiarism, manipulation of data in reports, harassment, spreading rumours.

Communicating with people of other cultures requires awareness of how values shape meaning.

• Hall's context theory: high-context cultures (India, Japan, Arab countries) rely on implicit meaning, relationships and non-verbal cues; low-context cultures (USA, Germany) prefer explicit, direct words.
• Hofstede's dimensions: power distance, individualism vs collectivism, masculinity vs femininity, uncertainty avoidance, long-term orientation, indulgence.

• Guidelines: avoid idioms and slang, speak clearly, confirm understanding, respect titles and protocol, learn basic customs, avoid stereotyping, use visuals.

• Meaning: two or more people producing one document — reports, proposals, presentations.
• Guidelines: agree on purpose, audience and outline; divide sections by expertise; use one style guide; track changes and comments; set deadlines; appoint a final editor for one consistent voice.
• Tools: shared documents (Google Docs, Microsoft 365), wikis, version control, project management apps.

• Uses in business: recruitment (LinkedIn), customer engagement and service (X, Instagram, WhatsApp Business), internal collaboration (Slack, Microsoft Teams, Yammer), employer branding, market research.
• Guidelines: be authentic and consistent, respond promptly, respect privacy and confidentiality, follow company social media policy, think before posting — content is permanent and public.
• Risks: misinformation, reputational crises, data leaks, information overload.

Listening is the active process of receiving, understanding, evaluating and responding to spoken messages; hearing is merely the physical perception of sound.

• Types: active, passive, empathetic, critical, selective, appreciative.
• Barriers: prejudice, distractions, daydreaming, interrupting, preparing a reply while the other speaks, information overload.
• Active listening: attention, eye contact, nodding, paraphrasing, asking questions, summarising, no interruptions.

• Workplace: punctuality, appropriate dress, respectful address, proper introductions, firm handshake where customary.
• Meetings and dining: arrive on time, switch phones to silent, follow host's lead, avoid sensitive topics.
• Digital etiquette (netiquette): clear subject lines, no all caps, reply within a reasonable time, careful use of reply-all, camera and mute discipline in video calls.
• Telephone: identify yourself, speak clearly, take notes, confirm details, end courteously.

• Verbal: oral (meetings, calls, presentations — quick, feedback immediate, less formal record) and written (letters, emails, reports — permanent, precise, slower).

• Mehrabian's study: for messages about feelings and attitudes, words 7%, tone 38%, body language 55% — shows the power of non-verbal cues (not a rule for all communication).