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CISCEISC (Commerce) Class 12
Question Papers354
Textbook Solutions18218
Important Solutions5684
Concept Notes & Videos605
Time Tables15
Syllabus

Overview of Business Communication

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Topics

  • Introduction to Human Resource Management
  • Job Analysis and Manpower Planning
  • Staff Recruitment
    • Recruitment
    • Characteristics of Recruitment
    • Sources of Recruitment: Internal Sources
    • Sources of Recruitment: External Sources
    • Differences Between Internal and External Sources of Recruitment
    • E-recruitment
    • Overview of Staff Recruitment
  • Staff Selection
    • Meaning and Definition of Staff Selection
    • Difference Between Selection and Recruitment
    • Steps in Employee Selection Process
    • Psychological Tests
    • Interviews
    • Types of Interviews
    • Limitations of Interview
    • Overview of Staff Selection
  • Staff Training
    • Training
    • Comparative Overview of Training, Education, and Development
    • Importance of Training
    • Types of Training
    • Preparation of Training Programme
    • Methods and Techniques of Training: On-the-Job Training
    • Methods and Techniques of Training: Off-the-Job Training
    • Types of Employee Training: Key Distinctions
    • Hindrances to Training
    • Benefits of Training to Employer and Employee
    • Overview of Staff Training
  • Staff Morale
    • Meaning and Definition of Staff Morale
    • Characteristics of Staff Morale
    • Morale Productivity Matrix
    • Measurement of Morale
    • Factors Influencing Morale
    • Determinants of Morale
    • Methods of Raising Morale
    • Indicators of Low Morale or Disadvantages of Low Morale
    • Passive Effects of High Morale or Advantages of High Morale
    • Importance of Team Work
    • Measures for Building Effective Teams
    • Overview of Staff Morale
  • Staff Motivation
    • Meaning and Definition of Staff Motivation
    • Motivation Process
    • Characteristics of Staff Motivation
    • Difference Between Motivation and Morale
    • Importance of Staff Motivation
    • Factors Influencing Motivation
    • Difference Between Financial/Monetary and Non-Financial/Non-Monetary Incentives
    • Maslow's Theory of the Hierarchy of Human Needs
    • Herzberg's Two Factor Theory
    • Critical Appraisal of Herzberg's Theory
    • Relationship Between Maslow and Herzberg Theories
    • Overview of Staff Motivation
  • Staff Remuneration
    • Meaning and Definition of Staff Remuneration
    • Money Wages and Real Wages
    • Methods of Wage Payment: Time-Rate System
    • Methods of Wage Payment: Piece-Rate System
    • Distinction between Time-Rate and Piece-Rate System
    • Wage Records
    • Various Staff Benefits
    • Gratuity
    • Types of Leave
    • Overview of Staff Remuneration
  • Staff Leadership
    • Meaning and Definition of Leadership
    • Distinction Between Leadership and Management
    • Importance of Leadership
    • Leadership - Qualities of a Good Leader
    • Leadership Styles
    • Difference between Different Styles of Leadership
    • Leaders: Born or Made?
    • Leadership Continuum
    • Situational Leadership
    • The Managerial Grid
    • Overview of Staff Leadership
  • Staff Appraisal
    • Performance Appraisal
    • Potential Appraisal
    • Objectives of Performance Appraisal
    • Importance of Performance Appraisal
    • Method of Performance Appraisal
    • Appraisal by Results
    • Appraisal by Superior Staff
    • The 360° Appraisal
    • Overview of Staff Appraisal
  • Staff Promotion and Transfer
    • Meaning and Definition of Promotion
    • Benefits of Promotion
    • Limitations of Promotion
    • Open and Closed Policy of Promotion
    • Dry Promotion and Upgrading
    • Demotion
    • Requirements of a Sound Promotion Policy
    • Bases of Promotion
    • Meaning and Definition of Staff Transfer
    • Need and Purposes of Staff Transfer
    • Types of Transfer
    • Is Transfer a Punishment?
    • Transfer Policy
    • Overview of Staff Promotion and Transfer
  • Staff Separation
  • Emerging Trends in Human Resources
  • Business Communication
    • Communication
    • Importance of Communication in Business
    • Elements of the Communication Process
    • Oral or Spoken Communication
    • Written Communication
    • Distinction between Oral Communication and Written Communication
    • Gestural Communication
    • Visual Communication
    • Distinction Between Gestural and Visual Communication
    • Internal Communication
    • External Communication
    • Distinction Between Internal and External Communication
    • Formal Communication
    • Informal Communication or Grapevine
    • Distinction Between Formal and Informal Communications
    • Horizontal Communication
    • Vertical Communication
    • Diagonal Communication
    • Barriers to Communication
    • Overcoming the Barriers to Communication
    • Current Trends in Business Communication
    • Overview of Business Communication
  • Business Correspondence
    • Needs and Functions of Business Correspondence
    • Elements and Components of Business Letters
    • Essentials of a Good Business Letter
    • Types of Letters
    • Overview of Business Correspondence
  • Reports and Report Writing
    • Meaning and Definition of a Report
    • Characteristics of Reports
    • Purposes or Functions of Reports
    • Essentials of a Good Report
    • Format of a Report
    • Types of Reports
    • Overview of Reports and Report Writing
  • Various Business Entities
  • Sources of Business Finance
  • Globalisation
  • E-Business
  • Outsourcing
    • Concept of Outsourcing
    • Parties Involved in Outsourcing
    • Concept of Outsourcing
    • Business Process Outsourcing (BPO)
    • Knowledge Process Outsourcing (KPO)
    • Legal Process Outsourcing (LPO)
    • Overview of Outsourcing
  • Business Regulators and Intermediaries
Estimated time: 104 minutes
CISCE: Class 12

Definition: Communication

  • According to Newman and Summers, "Communication is an exchange of facts, ideas, opinions or emotions by two or more persons”.
  • In the words of Allen, communication is “the sum-total of all the 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 continuing process of telling, listening and understanding".
  • According to Scott, "Administrative communication is a process which involves the transmission and accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will accomplish organisational goals".
CISCE: Class 12

Key Points: Communication

  • Communication means sharing facts, ideas, opinions, or emotions to create mutual understanding.
  • It is a two-way process involving both sending and receiving messages with proper feedback.
  • Communication is a continuous and dynamic process present throughout human life.
  • The main purpose of communication is to inform, influence, persuade, and achieve organisational goals.
  • It includes not only words but also tone, facial expressions, gestures, and symbols.
  • Effective communication requires both a sender and a receiver; without response, communication is incomplete.
  • Communication is essential at all levels of management and helps maintain coordination and teamwork in organisations.
CISCE: Class 12

Key Points: Importance of Communication in Business

  • Communication is essential for the success of business organisations and is the foundation of management.
  • It helps in efficient planning and decision-making by providing accurate and timely information.
  • Communication supports training and development of staff through proper guidance and delegation.
  • It improves motivation and morale by keeping employees informed and involved.
  • Communication ensures coordination and teamwork by integrating individual efforts towards common goals.
  • It helps in effective leadership and control through persuasion, feedback, and performance monitoring.
  • Good communication improves industrial relations and corporate image by building trust with employees, customers, and society.
CISCE: Class 12

Key Points: Elements of the Communication Process

  • Communication begins with the sender, who develops an idea and decides to transmit it.
  • The sender encodes the idea into words, symbols, gestures, or pictures to form a message.
  • The message is transmitted through a channel and medium, such as letters, phone, email, or face-to-face communication.
  • The receiver is the person or group for whom the message is intended.
  • The receiver decodes the message by interpreting the words and symbols to understand its meaning.
  • After understanding the message, the receiver gives a response, which is called feedback.
  • Communication is complete and effective only when feedback confirms proper understanding of the message.
CISCE: Class 12

Key Points: Communication Process

  • Encoding is the process of converting ideas into words, symbols, or pictures.
  • Transmission means sending the message through a suitable medium.
  • The receiver is the person who receives and accepts the message.
  • Decoding is the process of interpreting and understanding the message.
  • Feedback is the response sent back to the sender after receiving the message.
  • Storing refers to recording and filing the message for future reference.
  • Retrieving means obtaining or recalling the stored message when needed.
CISCE: Class 12

Key Points: Oral or Spoken Communication

  • Meaning: Oral communication means communication through spoken words such as face-to-face talks, meetings, telephone, etc.
  • Fast and Economical: It saves time and cost as no writing or stationery is required.
  • Personal Touch and Better Understanding: Tone, gestures, and facial expressions help in clearer understanding and build good relations.
  • Immediate Feedback: Doubts can be clarified instantly, making communication more effective.
  • Flexibility and Group Use: The speaker can modify the message as needed and it is useful in meetings and group discussions.
  • No Permanent Record: It does not provide written proof and has no legal validity unless recorded.
  • Risk of Misunderstanding: Messages may be misunderstood, forgotten easily, and are not suitable for long or complex information.
CISCE: Class 12

Key Points: Written Communication

  • Meaning: Written communication means communication through written words such as letters, memos, reports, notices, etc.
  • Wide Coverage: It is suitable when sender and receiver are far apart and ensures wide reach.
  • Accuracy and Clarity: Messages are prepared carefully, making them more precise, logical and accurate.
  • Permanent Record and Legal Evidence: It provides written proof for future reference and can be used in legal matters.
  • Suitable for Lengthy Messages: It is ideal for detailed and long information.
  • Fixes Responsibility: Since instructions are in writing, responsibility for mistakes can be clearly identified.
  • Limitations: It is time-consuming, costly, less flexible, impersonal and does not allow immediate feedback.
CISCE: Class 12

Difference Between Oral Communication and Written Communication

Basis Oral Communication Written Communication
Form Spoken words Written words
Means Face-to-face, phone, etc. Letters, memos, notices, etc.
Speed Fast Slow
Cost Economical (short distance) Costly (but economical for long distance)
Suitability Best for emergencies Not suitable for emergencies
Record No permanent record Permanent record available
Reliability Less reliable, may cause rumours More reliable, no rumours
Nature Informal & flexible Formal & rigid
Feedback Immediate Delayed
Secrecy Easy to keep secret Difficult to keep secret
CISCE: Class 12

Key Points: Gestural Communication

  • Meaning: Gestural communication means communication through body movements and gestures. It is also called body language or kinesics.
  • Forms of Gestures: It includes facial expressions (smile, frown), eye contact, nodding, hand movements, folding arms, shrugging, etc.
  • Body Postures: Body positions like fidgeting, doodling, sitting posture, and dressing style also convey specific meanings.
  • Fast Communication: Gestural communication is very quick and almost instant compared to oral and written communication.
  • Supports Speech: Gestures are often used to supplement spoken words and express feelings and emotions clearly.
  • Limitations: Gestures may have different meanings in different cultures, which can create misunderstanding.
  • Not Complete Alone: Gestural communication usually needs support of words and can be used mainly in face-to-face communication.
CISCE: Class 12

Key Points: Visual Communication

  • Meaning: Visual communication means presenting information through graphs, charts, diagrams and pictures.
  • Easy Understanding: It gives a bird’s eye view of data, making large and complex figures easier to understand.
  • Attractive Presentation: Visuals are more appealing than plain numbers and create greater interest in meetings, exhibitions, etc.
  • Better Memory: Graphs and diagrams have high memorising value, and their impression lasts longer.
  • Easy Comparison: They help in quick comparison of data across different time periods or regions and support analytical thinking.
  • Limitations: Visual aids provide only limited and approximate information and cannot show qualitative data like morale or goodwill.
  • Cost and Misuse: Preparing good visual aids can be time-consuming and costly, and they may be misinterpreted or misused in advertisements or propaganda.
CISCE: Class 12

Difference between Gestural and Visual Communication

Basis Gestural Communication Visual Communication
Medium Body movements and postures Graphs, charts, diagrams
Suitability To convey feelings, attitudes, thoughts To convey data
Cost No cost Cost involved
Development Developed before visual communication Developed after gestural communication
CISCE: Class 12

Key Points: Types of Communication> Internal Communication

  • Meaning: Internal communication refers to communication that takes place within an organisation among employees and departments.
  • Keeps Employees Informed: It helps employees stay updated about activities and developments in the organisation.
  • Builds Trust and Teamwork: It promotes mutual trust, cooperation, coordination and teamwork among staff members.
  • Forms: It can be done through both oral (spoken) and written communication.
  • Limitations: It cannot be used to communicate with outsiders, and excessive gossip or rumours may disturb the work environment.
CISCE: Class 12

Key Points: Types of Communication> External Communication

  • Meaning: External communication refers to communication between an organisation and outside parties such as customers, shareholders, suppliers, government and the public.
  • Types: It is of two types — outward communication (messages sent outside) and inward communication (messages received from outside).
  • Maintains Good Relations: It helps in maintaining good relations with stakeholders and improving the company’s public image and goodwill.
  • Provides Information and Feedback: It informs stakeholders about company performance and plans, and also provides valuable feedback to the organisation.
  • Limitations: It is time-consuming, costly, may involve risk of secrecy loss, and miscommunication can harm the company’s image.
CISCE: Class 12

Difference Between Internal and External Communication

Basis Internal Communication External Communication
Scope Limited within the organisation Wider scope outside the organisation
Flow Horizontal or vertical Mainly between organisation and outsiders
Main Purpose Ensures cooperation and coordination Informs stakeholders and builds public image
Statutory Not legally required Required under certain laws
Nature Voluntary Voluntary and compulsory
CISCE: Class 12

Key Points: Types of Communication> Formal Communication

  • Formal communication is the official flow of information through prescribed channels in the organisation structure.
  • Messages must pass through the proper hierarchy (through proper channel) so that all concerned authorities remain informed.
  • It ensures orderly, systematic and authentic communication within the organisation.
  • Information is filtered at different levels, helping top managers avoid unnecessary details.
  • It is slow, rigid and costly, and messages may get delayed or distorted while passing through many levels.
CISCE: Class 12

Key Points: Types of Communication> Informal Communication or Grapevine

  • Informal communication (grapevine) is an unofficial channel that flows outside the formal organisational structure.
  • It spreads information through casual conversations among employees.
  • Grapevine is very fast and flows in all directions, not following any fixed route.
  • It satisfies social needs, improves human relations, and creates a sense of belonging.
  • Managers can use it to get quick and valuable feedback about decisions.
  • Information in grapevine may be incomplete, inaccurate, and difficult to verify.
  • Rumours and gossip can distort facts and may harm the image of the organisation.
CISCE: Class 12

Difference Between Formal and Informal Communications

Basis of Distinction Formal Communication Informal Communication
Origin Deliberately structured Spontaneous and unstructured
Flow Prescribed Not prescribed
Authority Official channel Unofficial channel
Purpose To achieve organisation goals To satisfy personal needs
Speed Slow Fast
Accuracy Accurate and authentic Often contains rumours and gossips
Form Both oral and written Oral
Responsibility for the message Can be fixed Cannot be fixed
Content Work-related information Person-related information
CISCE: Class 12

Key Points: Types of Communication> Horizontal Communication

  • Meaning: Horizontal communication is the exchange of information between employees or departments at the same level of authority (peers).
  • Purpose: Its main aim is to ensure cooperation, coordination and teamwork between interdependent departments.
  • Forms: It can be oral (meetings, phone calls, face-to-face talks) or written (letters, memos, reports).
  • Advantages: It builds trust and mutual understanding, helps solve problems at lower levels and reduces the need for management intervention.
  • Limitations: It may create conflicts, competition, gossip and wastage of time if not properly controlled.
CISCE: Class 12

Key Points: Types of Communication> Vertical Communication

  • Meaning: Vertical communication is the flow of information between different levels of authority in an organisation.
  • Types: It includes downward communication (from superior to subordinate such as orders and instructions) and upward communication (from subordinate to superior such as reports and suggestions).
  • Purpose: It helps in guiding, training and motivating employees, and also provides feedback to management.
  • Advantages: It explains company policies, improves employee performance and allows employees to express ideas and grievances.
  • Limitations: It may be slow, messages may get distorted at different levels, and employees may hesitate to communicate freely due to fear of authority.
CISCE: Class 12

Difference Between Horizontal and Vertical Communication

Basis of Difference Horizontal Communication Vertical Communication
Flow Flows in straight line. Flows upward and downward.
Purpose To create mutual trust, cooperation and team spirit. To manage people and get their views.
Speed Fast as there are no status differences. Slow due to difference in status.
CISCE: Class 12

Key Points: Types of Communication> Diagonal Communication

  • Diagonal communication takes place between people of different departments and different levels of authority.
  • It flows in all directions and does not strictly follow formal communication rules or hierarchy.
  • It helps in faster problem-solving and better coordination by connecting different levels and departments.
  • It encourages creativity and innovation by bringing together diverse ideas and perspectives.
  • It may create confusion or disturb the formal chain of command and can sometimes slow decision-making.
CISCE: Class 12

Key Points: Barriers to Communication> Semantic Barriers

  • Meaning of Semantic Barriers – These are communication problems caused due to differences in understanding the meaning of words and language.
  • Different Interpretation – Sender and receiver may interpret the same words differently due to education, culture, or background.
  • Causes – Poor expression, faulty translation, unclarified assumptions, and words having different shades of meaning create confusion.
  • Effect – These barriers lead to misunderstanding and miscommunication between people.
  • Overcoming Semantic Barriers – Use simple and familiar words, clarify meanings, avoid negative words, translate correctly, and ensure proper training and practice.
CISCE: Class 12

Key Points: Barriers to Communication> Physical and Mechanical Barriers

  • Meaning – Physical and mechanical barriers are communication problems caused by environmental or technical issues.
  • Physical Barriers – These include noise, physical distance, closed spaces, and time gap between sending and receiving messages.
  • Mechanical Barriers – These arise due to faulty equipment, power failure, lack of communication devices, or transmission interruptions.
  • Effect – These barriers distort or interrupt the message, leading to ineffective communication.
  • Overcoming Measures – Communication should be brief and precise, and proper care should be taken to ensure good equipment and suitable environment.
CISCE: Class 12

Key Points: Barriers to Communication> Organisational Barriers

  • Meaning – Organisational barriers are communication problems caused by faults in the organisation’s structure, planning or system.
  • Causes – They occur due to long chain of command, poor organisational layout, unclear planning, information overload and status differences.
  • Long Scalar Chain – When messages pass through many levels, delay and distortion may occur.
  • Poor Layout and Unsuitable Medium – Improper office layout and wrong choice of communication medium can hinder smooth communication.
  • Overcoming Measures – These barriers can be reduced by shortening the scalar chain, improving organisational layout and selecting a suitable communication medium.
 
CISCE: Class 12

Key Points: Barriers to Communication> Socio-Psychological Barriers

  • Meaning – Socio-psychological barriers are communication problems caused by social and psychological differences among employees.
  • Causes – They arise due to differences in attitudes, opinions, emotions, status, background, language, religion and work styles.
  • Personal Factors – Closed mind, inattention, distrust, prejudice, poor retention and resistance to change create misunderstanding.
  • Effect – These barriers lead to conflicts, confusion and lack of mutual understanding in the workplace.
  • Overcoming Measures – They can be reduced by keeping an open mind, listening patiently, paying full attention and encouraging free and honest expression.
CISCE: Class 12

Key Points: Overcoming the Barriers to Communication

  • Clarity – Message should be clear in thought and expression. Use simple, short and precise words. Avoid jargon and ambiguity.
  • Completeness – Provide full information. Answer all important questions like What, Why, When, Where and Who.
  • Conciseness – Keep the message short and to the point. Avoid repetition and unnecessary words.
  • Consideration – Think from the receiver’s point of view. Use polite, positive language and avoid gender bias.
  • Correctness – Give accurate and authentic information. Use correct facts, proper style and send the message at the right time.
  • Courtesy – Be polite and respectful. Thank generously, apologise when needed and avoid offensive words.
  • Feedback and Objectivity – Ensure proper feedback to confirm understanding. Remain unbiased and do not let emotions distort the message.
CISCE: Class 12

Key Points: E-mail (Electronic Mail)

  • E-mail (Electronic Mail) is a method of sending messages through computers connected by the internet or electronic network.
  • It is one of the fastest and cheapest means of communication and allows messages to be sent to many people at the same time.
  • E-mails can be stored, edited, forwarded and used for future reference, reducing paperwork.
  • It allows flexibility as the receiver can read and reply at a convenient time; instant feedback is also possible if both are online.
  • E-mail supports attachments such as documents, images and files, and includes features like CC, BCC and subject line.
  • It helps in global communication and online conferences, making business communication easier across countries.
  • Disadvantages include risk of spam or unwanted messages, possible loss of secrecy, informality, and dependence on internet access to open messages.
CISCE: Class 12

Key Points: Video-Conference

  • Video-conference is a virtual meeting where people in different cities or countries can see and hear each other through internet and video systems.
  • It is a two-way interactive communication using both audio and video technology.
  • It saves time and travel expenses as participants do not need to meet physically.
  • Meetings can be recorded and kept for future reference.
  • It helps organisations, especially global companies, to stay connected, discuss issues, and take decisions from their own offices.
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