Topic 10: Business Communication

1. Meaning and Importance

Communication is the process of passing information, ideas or feelings from one person (sender) to another (receiver) so that it is understood.

Importance in Business

1. Facilitates decision making.
2. Co-ordinates activities.
3. Promotes good relations with customers, staff and suppliers.
4. Spreads information about products.
5. Helps resolve problems and conflicts.

2. The Communication Process

Sender → (Encoding) Message → Channel → Receiver (Decoding) → Feedback

3. Methods of Communication

a) Oral (Verbal)

Face-to-face, telephone, meetings, interviews, radio.

• Advantages: fast, immediate feedback, personal.
• Disadvantages: no permanent record, may be forgotten or distorted.

b) Written

Letters, memos, reports, notices, emails, invoices.

• Advantages: permanent record, can be referred to, formal.
• Disadvantages: slower, no immediate feedback, can be costly.

c) Non-verbal

Gestures, facial expressions, body language, posture.

d) Visual and Audio-visual

Posters, charts, graphs, television, video and presentations.

4. Barriers to Effective Communication

1. Language and technical jargon.
2. Noise and distractions.
3. Wrong choice of channel or poor timing.
4. Poor listening and attitudes.
5. Distance and technological failure.
6. Cultural differences.
7. Information overload.

Overcoming Barriers

• Use clear, simple language.
• Choose the appropriate channel.
• Encourage feedback.
• Train staff in communication skills.
• Invest in reliable technology.

5. Modern Communication Tools

• Mobile phones and SMS
• Email and the internet
• Social media and WhatsApp
• Video conferencing
• Fax and telex (older methods)