BCom 1st Year Introduction to Business Communication Question Answers

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BCom Introduction to Business Communication Question Answers

Q.1. Explain the meaning, objectives and importance of business communication.

or, Define communication. Explain the importance of effective communication in business.

Ans. MEANING AND DEFINITION OF COMMUNICATION

Communication is a process of transmission of message, news, orders, requests, ideas etc. The term ‘communication has been derived from Latin word “Communis’ or ‘Communicator’ which means to make common’. Thus, communication is the exchange of facts, ideas, messages, requests, orders etc. between two or more persons. It has been defined as under:

“Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.” -Newman and Summer.

“Communication is the transfer of information from one person to another whether or not it elicits confidence.”-Koontz and Donell’s

“Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.” -George R. Terry

“Communication is the sum of all the things which a person does what he wants to create understanding in the mind of another. It involves a systematic and continuous process of telling, listening and understanding.”  -Locus A. Allen

To conclude, Communication is the transfer of information from one person to another. It is the process of imparting ideas so that organisational objectives may be achieved.(Introduction to Business Communication Question Answers)

CHARACTERISTICS OF BUSINESS COMMUNICATION

1. Communication is an exchange of facts, ideas and opinions from one persons to another.(Introduction to Business Communication Question Answers)
2. Communication is a continuous process and not a specific function.
3. Communication is a two-way process. It is incomplete without feedback.
4. Communication is a universal process. It is required at all levels, in all fields and at all times.
5. Communication is a managerial function. It is required at all levels right from planning to control.

OBJECTIVES OR FUNCTIONS OF BUSINESS COMMUNICATION

Objectives or functions of business communication may broadly, be divided into two parts:

(I) Internal Functions, and (II) External Functions.

I. Internal Objective or Functions of Business Communication

1. To provide Information to Management: Business communication is to provide all important facts and information to man business. It helps them in taking appropriate business decisions.
2. To provide Information to Employees: Business communication conveys the feelings, attitude, orders, and decisions of management to employees. It helps in creating harmonious business environment.
3. To Establish Co-ordination: Communication helps in establishing effective co-ordination among different departments, activities and employees It helps in creating mutual faith and trust.
4. To improve Morale: Communication helps employees in realising their rights, duties, place and role. It keeps them informed about business policies and decisions. It helps in increasing efficiency as well.

II External Objectives or Functions of Business Communication

1. To Maintain Relations with Suppliers: Communication helps in communicating orders, requirements, problems and complaints to suppliers. It helps in getting goods and services regularly and smoothly.
2. To Maintain Relations with Customers: Communication helps in maintaining and developing relations with customers. It helps in increasing sales and profit.
3. Base of Advertisement: Communication is the base of advertising. It helps in developing and increasing the image of products and enterprise.
4. Report to Owners and Other Parties: Communication provides all relevant information to owners, banks, government authorities and economic world.

Q.2. State the meaning of communication. What are the basic forms of communication?

or, Explain the meaning and types of communication.

or, Explain the concepts of Non-verbal, verbal and written communication.

Ans. MEANING OF COMMUNICATION

Communication is an exchange of information, facts, opinions, ideas, etc. between two or more persons. It is a process which involves an exchange of business information with a view of achieving organisational objectives.

Forms of Communication: There are three forms of communication: (a) Non-verbal, (b) Verbal, and (c) Written.

(a) NON-VERBAL COMMUNICATION OR GESTURAL COMMUNICATION

Meaning of Non-verbal Communication

The term ‘non-verbal’ means ‘without words’. Thus, non-verbal communication is the communication in which no words are used. The person who wants to communicate some messages to another, uses his expressions (body language). The other person (receiver) visualises as to what the first person is trying to communicate. There are two effective ways of non-verbal communication:

(i) Use of some signals such as traffic lights, pictographs, sirens, telephone rings, etc.(BCom Introduction to Business Communication Question Answers)

(ii) Use of body language such as nodding or shaking the head, gritting the teeth, raising eyebrows, pointing thumb or finger, raising hands, smiling, glaring, clapping, etc. Non-verbal communication is known as gestural communication also.(BCom Introduction to Business Communication Question Answers)

Functions of Non-verbal Communication

According to Thill and Bovee, non-verbal communication has six functions:

1. To provide information.
2. To regulate the flow of conversation.
3. To express emotions.
4. To Complement, contradict or expand verbal messages.
5. To control or influence others.
6. To complete verbal message.

Advantages of Non-verbal Communication

1. Reliability: An important advantage of non-verbal communication is its reliability. It is easy to understand the emotions and feelings of speaker by his facial expressions. Body language speaks more than words.
2. Economic: Non-verbal communication is most economical. It involves no expenditure.(Introduction to Business Communication Question Answers)
3. Personal Influence: Non-verbal communication is quite effective because it carries personal influence of speaker also.
4. Quickness: Non-verbal communication is the quickest form of communication. Since, both the sender and receiver are in front of each other, it takes no time.
5. Accurate Understanding: It is easy to understand and interpret the message in this form of communication. Body language speaks the attitudes and intentions more accurately. It helps in developing better understanding,

Disadvantages or Limitations of Non-verbal Communication

1. Lack of Secrecy: It is difficult to maintain secrecy in this form of communication because expressions or gestures are seen by other persons also.(Introduction to Business Communication Question Answers)
2. Possibility of Misunderstanding: If the receiver fails to understand the message, it may create misunderstanding between the parties.
3. Necessity of Physical Presence: Non-verbal communication can be possible only if both the parties are present facing each other. It cannot be used if they are at different places.
4. Lack of Proof: An important disadvantage of non-verbal communication is that there is no written proof of the message. It may create a lot of problems in case of future disputes.
5. Suitable Only for Brief Messages: Non-verbal communication is suitable only if the message is brief.
6. Not Suitable for Past Events: Non-verbal communication is suitable only for the present and not for the past events and ideas.

(b) VERBAL COMMUNICATION OR ORAL COMMUNICATION

Meaning of Verbal or Oral Communication

The term ‘verbal’ means anything relating to ‘mouth’. Thus, verbal or oral communication is the form of communication in which a message is transmitted in spoken words. In the process of verbal communication, the sender and receiver exchange their messages either through face to face communication or through some mechanical device. It may take place in different ways such as personal talks, telephonic talks, interviews, seminars, public speeches etc.

Levels of Verbal or Oral Communication

1. Face to Face Communication: It is the first and most common level of verbal communication. In this form, both the receiver and sender of message are face to face with each other. Exchange of messages is done with the help of oral words. In this process, receiver of message comes to know the body language of sender also.(Introduction to Business Communication Question Answers)
2. Use of Device: In this form of verbal communication, the sender of message uses some mechanical or electrical device such as telephone, mobile, internet, etc. Both the sender and receiver of message complete their communication on the spot.(Introduction to Business Communication Question Answers)

Channels of Verbal Communication

1. Face to Face Discussion: It is the simplest and most effective form of verbal communication. In this form, both the sender and receiver of message exchange their views and ideas.
2. Meetings and Conferences: In this form, a meeting is called of all persons concerned with the issue. The issues is discussed and on the spot decisions are taken.(Introduction to Business Communication Question Answers)
3. Speeches: When the persons to be addressed on an issue, are in large number, communication may take place in the form of speech. In business chairman may speak to shareholders, supervisor may speak to workers, leader may speak to followers, etc.
4. Training and Refresher Courses: In this form of verbal communication, newly appointed employees are trained for their work employees are trained through refresher courses so that they may come to the modern and latest techniques.(Introduction to Business Communication Question Answers)
5. Interviews: This form of communication is very common at the time of selection of new employees. Candidates seeking for the job are called for personal interview. Their ability and skill is tested through interview.
6. Telephone and Internet: If the receiver and sender of message are living at different places, the best way of oral communication is to talk on telephone and internet. Both the parties complete their communication and get their doubts clear.(Introduction to Business Communication Question Answers)
7. Radio and Television: Different information are conveyed to listeners through radio and television also. In business, it is growing as the most popular media of advertisement.(Introduction to Business Communication Question Answers)
8. Grapevine: Grapevine means informal communication from one person to another, another to many others and so on. It takes place generally with regards to unofficial information.

Advantages of Verbal or Oral Communication

1. Saving of Time: Verbal communication is the most popular form of communication because it takes almost no time. It helps in quick decision making.(Introduction to Business Communication Question Answers)
2. Saving of Money: Verbal communication is very economic. In face to face communication, no expenses are involved. Communication through telephone and internet is also very economic.
3. Personal Touch: Verbal communication is very effective because of personal touch. Both the sides can understand each other fully and clearly being face to face. It helps in developing mutual faith and confidence.
4. Effective Communication: Verbal communication is very effective. It carries more weight in some cases because words are more effective than letters.
5. Flexibility: Oral communication is quite flexible because it can be changed according to situation. Flow of language, style of presentation and mode of instructions can be changed according to need and circumstances.
6. Participative Management: Oral communication promotes participative management. All persons concerned with an issue are invited to discuss it and take appropriate decisions.
7. Democrative Leadership: Oral communication promotes democrative leadership. Supervisors and managers can encourage and inspire their subordinates.(Introduction to Business Communication Question Answers)
8. Delegation of Authority: Oral communication is helpful in the delegation of authority. Executives may delegate their authority to their subordinates and may inspire them to accept the challenge.

Disadvantages or Limitations of Verbal Communication

1. Presence of Both Parties: Oral communication is possible only when the both parties are present. If receiver is not available, sensity of oral communication is lost.
2. Not Suitable for Lengthy Messages: Oral communication is suitable only if the message is short because it is very difficult to remember and recall long messages.(Introduction to Business Communication Question Answers)
3. Lack of Proof: An important limitation of verbal communication is that there is no proof of communication. Either party may change it. Therefore it cannot be used for future references.
4. Possibility of Misinterpretation: In oral communication, there is a possibility of misinterpretation. Either party may present the facts in twisted form.
5. Not Suitable for Policy Matters: Oral communication is not suitable for policy matters and important decisions because of lack of proof.

(C) WRITTEN COMMUNICATION

Meaning of Written Communication

Written communication is the form of communication in which messages are exchanged in written or printed form. It may be through letters, reports, graphs, charts, notices, circulars, newspapers, magazines etc. It includes E-mail and fax also. It is a formal type of communication.

Mediums or Channels of Written Communication

1. Letters, notices, circulars, reports etc.
2. Graphs, charts, calendars, diagrams etc.
3. Memorandum and Articles of Association, Prospectus etc.
4. Commercial Bulletins.
5. Newspapers, magazines, diaries.
6. Schedules, programs, guidelines, handbooks.
7. Books, journals, directories, etc.

Advantages of Written Communication

1. Effectiveness: Written communication is the most effective form of communication. Receiver of this message can use it authentically and with complete faith.(Introduction to Business Communication Question Answers)
2. Accountability and Responsibility: In case of written communication, it is quite easy to fix the accountability and responsibility. Sender of message cannot escape from it.
3. Correctness and Completeness: Written message is very clear in its meaning. It gives correct information to the receiver. There is hardly any room for misunderstanding and misinterpretation.
4. Written Proof: Written communication is a proof in itself. It can be used for future reference. (Introduction to Business Communication Question Answers)
5. Saving of Time and Cost: If a message is to be conveyed to different people at different places, written communication is the best choice. In such cases, it is most economical and time saving.
6. No Need for Personal Contact: In case of written communication, there is no need of personal contact between sender and receiver of message.
7. Essential in Some Conditions: Written communication is a must in following conditions: (i) When the message is lengthy. (ii) When the message requires some pictures and diagrams. (iii) When secrecy is important. (iv) When message is to be conveyed to many people at different places. (v) When message is to be repeated frequently in future.

Disadvantage or Limitations of Written Communication

1. Costly: Write communication is very costly in comparison to verbal communication.(Introduction to Business Communication Question Answers)
2. Time Consuming: Written communication is formal. It takes much more time than verbal communication.
3. Quick Clarification and feedback is Not Possible: If the receiver of messages gets some doubt or seeks some clarification, it takes a lot of time. Therefore, written communication is not suitable in case of urgency.
4. Lack of Secrecy: Critics are of the view that written communication cannot remain secret. Since it passes through many hands, it cannot remain secret.
5. Not Suitable for Uneducated Persons: Written communication is suitable only for educated persons. It serves no purpose for uneducated persons.

BCom Introduction to Business Communication Question Answers

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