Communication

Any act by which one person gives to or receives from another person information about that persons needs, desires, perceptions, knowledge, or affective states. Communication may be intentional or unintentional, it may involve conventional or unconventional signals, may take linguistic or non-linguistic forms, and may occur through spoken or other modes. Or in simple words; Communication is the exchange of ideas, opinions and information through written or spoken words, symbols or actions. Communication is a dialogue, not a monologue. In fact, communication is more concerned with a dual listening process. For communication to be effective, the message must mean the same thing to both the sender and the receiver.

Business Communication
Business Communication is any communication used to promote a product, service, or organization with the objective of making sale. In business communication, message is conveyed through various channels of communication including internet, print (publications), radio, television, outdoor, and word of mouth. In business, communication is considered core among business, interpersonal skills and etiquette. Historical Background Thousands years ago, people use to communicate orally. Greeks use a phonetic alphabet written from left to right. After that, many books appeared on written communication principles. In a result of this, Greek started her very first library. When communism was ruling China, communication had become the biggest challenge within the vast government as well as between government and people. 1st in China and then in Rome postal service was launched. After that paper and printing press was invented in china that made communication easier. Hence, todays principles of communications are founded on a mixture of ancient oral and written traditions. Organization

The arrangements between individuals and groups in human society that structure relationships and activities (Business, Political, Religious or social). In other words, A group of people identified by shared interests or purpose, for example, a Bank. Lifeblood of an Organization Communication is the lifeblood of an organization. If we could somehow remove communication flows from an organization, we would not have an organization. It is needed for:

Exchanging information Exchanging options Making plans and proposals Reaching agreement Executing decisions Sending and fulfilling orders Conducting sales

When communication stops, organized activity ceases to exist. Individual uncoordinated activity returns in an organization. So, Communication in an organization, is as vital as blood for life.

Types of Business Communication

Internal Communication
Communication within an organization is called Internal Communication. It includes all communication within an organization. It may be informal or a formal function or department providing communication in various forms to employees. Effective internal communication is a vital mean of addressing organizational concerns. Good communication may help to increase job satisfaction, safety, productivity, and profits and decrease grievances and turnover.

Under Internal Business Communication types there come; a) Upward Communication b) Downward Communication c) Horizontal/Literal communication a) Upward Communication Upward communication is the flow of information from subordinates to superiors, or from employees to management. Without upward communication, management works in a vacuum, not knowing if messages have been received properly, or if other problems exist in the organization. By definition, communication is a two-way affair. Yet for effective two-way organizational communication to occur, it must begin from the bottom. Upward Communication is a mean for staff to:
o o o o o

Exchange information Offer ideas Express enthusiasm Achieve job satisfaction Provide feedback

b) Downward Communication Information flowing from the top of the organizational management hierarchy and telling people in the organization what is important (mission) and what is valued (policies). Downward communication generally provides enabling information which allows a subordinate to do something. e.g.: Instructions on how to do a task.

Downward communication comes after upward communications have been successfully established. This type of communication is needed in an organization to:
o o o o o o o o o

Transmit vital information Give instructions Encourage 2-way discussion Announce decisions Seek cooperation Provide motivation Boost morale Increase efficiency Obtain feedback

Both Downward & Upward Communications are collectively called Vertical Communication

c) Horizontal/Literal communication Horizontal communication normally involves coordinating information, and allows people with the same or similar rank in an organization to cooperate or collaborate. Communication among employees at the same level is crucial for the accomplishment of work.Horizontal Communication is essential for:
o o o o o

Solving problems Accomplishing tasks Improving teamwork Building goodwill Boosting efficiency

External Communication
Communication with people outside the company is called external communication. Supervisors communicate with sources outside the organization, such as vendors and customers. It leads to better;
o o o o

Sales volume Public credibility Operational efficiency Company profits

It should improve
o o o

Overall performancee Public goodwill Corporate image

Ultimately, it helps to achieve

Organizational goals Customer satisfaction

Communication problems in business typically stem from misunderstandings. These often result in hostility and accusations. Recognizing situations caused by communication issues in the workplace usually also involves helping employees solve problems without blaming others. Some problems occur from using ineffective communication techniques. Poor listening skills, for example, can lead to unnecessary conflict. Communication problems waste time, money and productivity.

Types
Barriers to good communication appear when the person sending a message uses the wrong communication style for a situation or fails to express his thoughts adequately. The receiver of the message must be able to interpret what the sender says. Confusion occurs when that doesnt happen. When the sender cant anticipate possible causes of confusion, poor communication also tends to occur. Similarly, failing to give background information or sufficient details can also lead to problems. Lack of perspective on how people may receive the message, particularly on a complex issue, may lead to difficulties. Choosing the wrong mechanism, such as email, voicemail, letter or conversation, can complicate things as well. Poorly organized or written documents, including typos and mistakes, can also lead to misconceptions.

Effects
Communication problems lead to distrust and low morale. Culture clashes occur when people from different backgrounds fail to acknowledge and value differences in the workplace. Poor communication disrupts productivity and results in lower product quality and customer satisfaction. Problems with communicating occur through the communication

process. When the sender provides an overly complicated or incomplete message, confusion results. If the recipient fails to take the time to listen and reflect on what has been said, misunderstandings occur. Good communication requires everyone to participate fully.

Prevention/Solution
To prevent communication problems, employees should assess their communication style, which describes how assertive and expressive they behave when they communicate. In addition, they should determine the communication style of the audience they are trying to reach. Using probing and open-ended questions enables better dialog. Using reflecting statements help build rapport and trust. Paraphrasing, or repeating what was said, also helps to avoid conflict and unnecessary confrontations in the workplace by facilitating understanding.

Misconceptions
Speaking, listening, writing and reading effectively doesnt come easily just because everybody knows how to do these things. It requires practice and diligence. Managers often have difficulty getting people to take ownership for their own communication problems but educating employees on the benefits of communicating clearly can reduce workplace stress or tension and promote better relationships. Good communication shouldnt be limited to a single mechanism, such as email, because of cost savings or efficiency. For example, providing negative feedback or bad news using email typically produces poor results. Communication problems occur when care isnt taken to make an effort to provide a clear and consistent message, through channels appropriate for the target audience and situation.

Considerations
When expectations are not clearly stated, facts seem obscured or business objectives remain unclear, problems arise in companies. Encouraging employees to avoid emotional reactions, use active listening techniques and provide only constructive feedback to produce collaborative environments where everybody succeeds to make the business profitable and sustainable.