Unit 1: Foundations of communication
Business Communication notes · PTU syllabus (MCOP106-18)
On this page
Unit summary
Managers spend most of their day communicating. This unit covers the nature and myths of communication, the communication process and cycle, barriers to effective communication, formal and informal communication, communication channels, verbal and non-verbal communication, and communication ethics.
After this unit you can
- Explain the nature, importance and common myths of communication
- Describe the communication process and its stages
- Identify barriers to communication and ways to overcome them
- Explain formal, informal, verbal and non-verbal communication and communication ethics
PTU syllabus topics
- Nature and myths of communication
- communication process and cycle stages
- barriers to effective communication
- formal and informal communication
- communication channels
- verbal and non-verbal communication
- communication and ethics
- 1. Sender: Has an idea
- 2. Encoding: Into words or symbols
- 3. Channel: Email, meeting, call
- 4. Decoding: Receiver interprets
- 5. Feedback: Response to the sender
Topic 1
Nature and myths 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.
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
The communication process and cycle
- 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 3
Barriers to effective communication
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.
Topic 4
Formal and informal communication; channels
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 5
Verbal and non-verbal communication
- Verbal: oral (meetings, calls, presentations — quick, feedback immediate, less formal record) and written (letters, emails, reports — permanent, precise, slower).
Kinesics
Body language — posture, gestures, facial expressions, eye contact
Proxemics
Use of space — intimate, personal, social, public zones (Edward Hall)
Paralanguage
Tone, pitch, pace, pauses
Chronemics
Use of time — punctuality
Haptics
Touch — handshake
Appearance and artefacts
Dress, office décor
Silence
Can show agreement, disagreement or reflection
- 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).
Topic 6
Communication and ethics
- 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.
Exam tip
Link ethics to trust — "credibility is the currency of communication" — and give one corporate example (accurate product recall notices).
Key terms
- Communication
- Process of sharing information and understanding
- Encoding
- Converting an idea into a message
- Noise
- Interference that distorts a message
- Grapevine
- Informal communication network
- Proxemics
- Use of space in communication
Quick revision
- Communication is two-way; myths — easy, more is better, only verbal.
- Process: sender → encoding → channel → decoding → receiver → feedback.
- Barriers: physical, semantic, psychological, organisational, cultural.
- Formal (downward, upward, horizontal, diagonal) vs grapevine.
- Non-verbal: kinesics, proxemics, paralanguage, chronemics; ethical communication.
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 communication.
- Q2.State any two myths of communication.
- Q3.What is noise in communication?
- Q4.What is the grapevine?
- Q5.What is paralanguage?
- Q6.State the 7 Cs of communication.
Long-answer questions
- Q1.Explain the communication process with a diagram.
- Q2.Discuss barriers to communication and ways to overcome them.
- Q3.Distinguish formal and informal communication and explain communication networks.
- Q4.Explain non-verbal communication and the ethics of communication.
Stuck on this unit?
Message SBS on WhatsApp for help with Business Communication, or to ask about studying M.Com at Synetic.