Communication Services in Business
Master the communication process, verbal/non-verbal classifications, traditional and electronic means (Letters, Fax, E-mail, Voice Mail, Teleconferencing), and major communication barriers extracted directly from the official NIOS textbook.
Meaning & Process of Communication
Exchanging facts, ideas, feelings, and feedback between sender and receiver
What is Communication?
Communication is defined as "A process of sharing facts, ideas, opinions, thoughts and information through speech, writing, gestures or symbols between two or more persons." Man cannot survive in isolation; communication satisfies our social and organizational needs.
Everyday & Workplace Scenarios
Vehicles stopping at a red traffic light (and moving at green), students assembling for prayer upon hearing the school bell, an officer ringing a buzzer for an attendant, or nodding your head silently to express agreement are all non-spoken forms of communication.
The 4 Essential Elements of the Communication Process
The person who initiates and transmits the message (e.g., a teacher, traffic cop, or business manager).
The subject matter of communication containing facts, ideas, feelings, or thoughts intended for transmission.
The person or target audience who receives and decodes the transmitted message.
The receiver's response, reaction, or reply directed back to the sender. Completes the communication loop.
Importance of Communication in Business
Why efficient communication is the backbone of commercial enterprises
Used within the firm to control operations, coordinate activities between departments, and motivate staff.
Provides critical external links between the firm, its suppliers, customers, financial institutions, and government.
Helps the business operate efficiently and builds a positive goodwill/public image in society.
Educates people, broadens outlooks, and spreads awareness about new discoveries, techniques, and products.
Types of Communication (Verbal vs Non-Verbal)
Oral, Written, Visual, Aural, and Gestural categories
Verbal Communication
Communication with the help of words. Divided into two major forms:
- Oral Communication: Spoken words via lectures, meetings, group discussions, telephone calls, radio messages.
- Written Communication: Transmitted via written words in letters, memos, circulars, notices, reports, manuals, handbooks.
Non-Verbal Communication
Communication without using spoken or written words. Divided into 3 sub-types:
- Visual: Pictures, graphs, symbols, diagrams (e.g., traffic signal lights, animal charts).
- Aural: Sound instruments like bells, whistles, buzzers, factory sirens (e.g., school period bells, shift sirens).
- Gestural: Body language and movements (e.g., saluting national flag, waving hands, nodding head, facial anger).
Means of Communication (Traditional & Modern)
Letters, Telegrams, Telephone, Telex, Fax, E-mail, Voice Mail, and Teleconferencing
Written form delivered by messengers, post office, or couriers. Low cost, ideal for official record keeping.
Written messages sent rapidly. Charges paid per word. Express telegrams cost extra. Phonograms use phones to record.
Instant oral communication. Uses STD, ISD, and PABX. Mobiles offer SMS/MMS via GSM or CDMA networks.
Printed communication using teleprinters connected via central cable exchange. Keyed message prints automatically at destination.
Electronic device sending exact replicas of handwritten/printed documents via telephone lines. Receiver makes copy as ink may fade.
Electronic mail via ISP accounts. Transmits text, pictures, or sound audio-visually across computers with extreme speed.
Computer-based system storing phone messages. (e.g., NIOS IVRS numbers in NOIDA: 0120-4626909 / 4626910).
Distance group interaction. Audio-conferencing (2-way audio) & Video-conferencing (1-way video/2-way audio OR 2-way video & audio).
8 Major Barriers to Effective Communication
Factors that block or distort the interchange of ideas and information
Poorly chosen words, empty phrases, semantic problems, and faulty translation leading to confusion.
Premature evaluation and passing only information that gives a favorable impression to superiors.
Failure to read notices/bulletins, non-listening by superiors, and lack of motivation to communicate.
Unspoken assumptions (e.g., customer assuming vendor provides transport/lodging while vendor assumes routine call).
Human tendency to maintain status quo and ignore messages that contradict personal existing beliefs.
Lack of confidence between superiors and subordinates leading to delayed action and misperception.
Fear of disclosure lowering prestige; superiors hoarding information to maintain organizational authority.
Multiple supervisory layers and long chain of command creating organizational distance and breakdown.