Revision: Business Communication Business Studies ISC (Commerce) Class 12 CISCE

Communication is the process of transmitting information from one place to another through a medium.

• 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".

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.