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BBA/BCOM/BCA/BA/B.Sc.(TTM) 2 All right are reserved with CU-IDOL Communication Skills Course Code: BBA105/BCM105/BTT105/BCA115/BAQ101 Semester: First e-Lesson: 1 SLM Unit: 1 www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101)

COMMUNICATION SKILLS 33 OBJECTIVES INTRODUCTION  Student will be able to define concept of Business In this unit we are going to learn about Communication.  various topics of Communication which enables you to improve reading, writing, speaking and Learning skills.  Student will be able to relate two models SMCR and Berlo‘s model of communication in real life. Student will be able to do Critical analysis of the  Under this you will learn and understand the Meaning of Communication, Definition,  models. Importance, Process ,Types and Models in detail. Student will be able to articulate Difference All the types of Communication in detail and  between verbal and non verbal communication.  the terms related to communication. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BQA1Q0110)1) INASlTl ITriUgThEt OarFeDrIeSsTeArNvCeEd AwNitDh OCNUL-IIDNOE LLEARNING

TOPICS TO BE COVERED 4 > Communication – Meaning > Business Communication – Definition > Importance > Process > Types – One-way/Two-way, Verbal/Non- Verbal, Oral/Written, Formal/Informal, Upward, Downward, Lateral, Intrapersonal, Interpersonal, Organizational, Mass Communication > Models – SMCR, Shannon Weaver www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

TOPICS TO BE COVERED 5  Communication – Meaning  Business Communication – Definition  Importance  Process  Types – One-way/Two-way, Verbal/Non- Verbal, Oral/Written, Formal/Informal, Upward, Downward, Lateral, Intrapersonal, Interpersonal, Organizational, Mass Communication  Models – SMCR, Shannon Weaver www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

WHAT IS COMMUNICATION ? 6  Derived from the Latin word \"communis,\" meaning to share.  Communication is exchange of thoughts, messages, or information by speech, visuals, signals, writing, or behaviour.  Transmission of an idea or feeling so that the sender and receiver share the same understanding.  Every communication involves (at least) one sender, a message and a http://www.pngall.com/wp- recipient. This may sound simple, but communication is actually a very content/uploads/2017/05/Communication- complex subject. Download-PNG.png www.cuidwolw.inw.cuidol.in Unit-U1(nBiBt-A11(B05B/ABC1M051/0B5C/BMT1T01055/B/BTCTA110155//BBCAAQ111015/B) AQ101) INSATlIlTUrTigEhOtFaDreISrTeAsNeCrEvAedNDwOitNhLCINUE-ILDEAORLNING

DEFINITION 7 “Communication is a process involving the selection, production and transmission of signs in such a way as to help a receiver perceive a meaning similar to that in the mind of the communicator‖. -Fotheringham ― Communication is transfer of information from one person to https://encrypted- another, whether or not it elicits confidence. But the tbn0.gstatic.com/images?q=tbn%3AANd9GcQVtf_b4hg09n7I9eLD5v information transferred must be understandable to the mUeWLKtwoA-WXCdTGuvkMHiTsSGLA2 receiver . – G.G. Brown. ―Communication is the intercourse by words, letters or messages‖ - Fred G. Meyer. www.cuiwdwolw.i.ncuidol.in Unit-1(BBA105/BCMUn1i0t-51/(BTBTA110055//BCCAM111055//BATTQ110051/B)CA115/BAQ101) INSTITAUlTl ErOigFhtDaISreTAreNsCeErvAeNdDwOithNLCIUN-EIDLOEALRNING

BUSINESS COMMUNICATION – MEANING 8  ―Sharing of information within the organization and between the people performed for the commercial benefit of the organization‖ is referred as business communication.  Business communication is the sharing of information between people within an organization that is performed for the commercial benefit of the organization.  A communication therefore has three parts: the sender, the message, and the recipient. https://steemitimages.com/p/FxX5caie56ypTEY27x9foFEYXRi21LCBD R36V8ChVeWd9Re5rg8sFcGRu35z1upxDqczeqTd1cpxqK7NA9W6rjLc B5GMgHh86XbunQGcvY5C?format=match&mode=fit&width=640 www.cuiwdowl.win.cuidol.in UnUitn-1it(-B1B(BAB10A51/0B5C/BMC1M051/0B5T/TB1T0T51/0B5C/BAC11A51/1B5A/BQA1Q011)01) INSTITUTAEllOrFigDhItSaTrAeNrCesEeArvNeDd OwNithLICNUE-LIDEOALRNING

 The sender ‗encodes‘ the message, usually in a mixture 9 of words and non-verbal communication. It is transmitted All right are reserved with CU-IDOL in some way (for example, in speech or writing), and the recipient ‗decodes‘ it.  Of course, there may be more than one recipient, and the complexity of communication means that each one may receive a slightly different message.  Two people may read very different things into the choice of words and/or body language. It is also possible that neither of them will have quite the same understanding as the sender. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101)

IMPORTANCE 10 https://encrypted-tbn0.gstatic.com/images?q=tbn%3AANd9GcQ8MJs1MfpCbUA9qdARHeX_4dhoELdq0G4dGXT6VtIkShOhC9dE www.cuidwolw.inw.cuidol.in Unit-1(BUBnAit1-10(5B/BBCAM10150/5B/CBMTT110055/B/BTCTA101155/B/BCAAQ11150/1B)AQ101) All INriSgThITt UaTreE OreFsDeIrSvTeAdNCwEitAhNCDUO-NIDLOINLE LEARNING

PROCESS OF COMMUNICATION 11 https://www.skillsyouneed.com/images/communication-process.png Information is encoded, channeled and sent by a sender to a receiver via some medium. All forms of communication require a sender, a channel, a message, a receiver and the feedback. A disturbance in the communication process is called noise. www.cuiwdowl.win.cuidol.in Unit-U1nBiBt-A1(1B0B5/AB1C0M5/1B0C5M/B1T0T51/B05T/TB1C0A5/1B1C5/AB1A1Q5/1B0A1Q) 101) INSTITUATlEl rOigFhDt IaSrTeArNesCeErvAeNdDwOithNLCIUN-EIDLOELARNING

12 www.cuiwdowl.win.cuidol.in https://businessjargons.com/wp-content/uploads/2016/03/communication-process.jpg INSTITAUllTErigOhFt aDrIeSTreAsNeCrvEeAdNwDithOCNULI-NIDEOLLEARNING Unit-1U(BnBit-A11(B05B/AB1C0M51/B0C5/MB1T0T51/0B5T/BT1C0A51/B15C/BAA11Q51/B01A)Q101)

COMPONENTS OF COMMUNICATION 13  Sender – The person to start he process of communication.  Receiver – The person who completes the communication process by interpreting and assigning meaning of the message is called decoding.  Feedback – After receiving the message a feedback is taken to ensures message was properly received and interpreted. www.cuiwdwolw.i.ncuidol.in https://miro.medium.com/max/2000/1*yEr1sWh-nbtokQDklz36Bw.jpeg INSTAITllUTriEghOtFaDreISrTeAsNerCvEedANwDithOCNUL-IINDEOLLEARNING Unit-1(BUBnAi1t-015(/BBBCAM110055//BBCTMT110055/B/BCTAT111055/B/BACQA110115) /BAQ101 )

TYPES OF COMMUNICATION 14  One-way , Two-way  Verbal(Oral & Written), Non-verbal  Formal, Informal(Grapevine)  Upward, Downward, Lateral  Interpersonal, Intrapersonal, Organizational, Mass Communication www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

ONE WAY COMMUNICATION 15 The flow of information in one direction from the sender to the receiver. There is no to give feedback to the sender. E.g. weather report on television, newspaper, billboard messages. http://boblinney.blogspot.com/2008/12/communicating- with-pictures-pictures.html www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

TWO-WAY COMMUNICATION 16 The flow of information between two parties is referred as interpersonal communication. E.g.. Chat rooms and Instant Messaging, Telephone conversations etc. http://boblinney.blogspot.com/2008/12/communicatin g-with-pictures-pictures.html www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

VERBAL COMMUNICATION 17 The communication in which words are expressed or Language is used as a vehicle of communication. It is can be classified as  Oral communication – A face-to-face interaction between sender and receiver. E.g. Giving a presentation.  Written Communication – The sender uses the written https://corporatetraininggeeks.blogspot.com/2019/06/adv mode to transmit his/her message. E.g.. Writing reports antages-of-verbal-communication-in-workplace.html and emails. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

NON VERBAL COMMUNICATION 18 When a message is communicated without using a word, the proce. ss requires using non-verbal cues like (facial expression, eye movement) to pass the information. Eg. facial expressions, posture, eye contact, walk, person‘s voice, sign language, body language volume, pitch, voice modulation etc. Communication includes both verbal and non-verbal forms. http://penessays.com/blog/nonverbal-communication- essay-is-easy-to-order www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

FORMAL COMMUNICATION 19  Communication which is passed through formal channels in organization is called formal commuincation.e.g Top management to lower level management.  communications like these are generally written e.g policy; manual: procedures and rule book; memoranda; official meetings; reports, etc. http://mgcommunication.blogspot.com/2013/01/organization s-communicate-formal-and.html www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

INFORMAL COMMUNICATION 20  Communication through channels other than formal channels.e.g information passed between colleagues working together at same level.  It Does not follow lines of authority.  This type of communication is usually oral and may be covered even by simple glance, gesture or smile or silence. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

GRAPEVINE 21 Grapevine communication is informal communication between co workers which does not follow any prescribed structure or rule-based system. Grapevine communication spreads rapidly and likely touches each person throughout the organization e.g. gossip https://drvidyahattangadi.com/battling-the-grapevine/ www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

Formal Informal 22 Official Channel Unofficial Channel . Planned & Systematic Cuts across formal relationships Goal and task oriented Individual Goal and need oriented Impersonal Personal & Social Stable and rigid Flexible and instable Slow & Structured Fast & unstructured Authentic – little chance of distortion Non- Authentic - bigger chance of distortion www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All2r2ight are reserved with CU-IDOL

DOWNWARD COMMUNICATION 23  Downward communication is the communication where information or messages flows from the top of the organizational structure to the bottom of the organizational structure.  It is generally followed in the authoritarian structure of the organization. https://www.ifioque.com/miscellaneous/downward _communication www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

UPWARD COMMUNICATION 24  The flow of from the lower levels of a hierarchy to the upper levels. Upward communication conveys information related to periodic updates, requests for data, clarification of directives and requests for additional financial support.  The function of upward communication is to send information, suggestions, complaints and grievances of the lower level workers to the managers above. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) thebusinesscommunication.com/what-is-upward- communication-media-or-ways-of-upward- communication/ All right are reserved with CU-IDOL

Lateral/Horizontal Communication 25  This type of communication takes place between persons at the same level or working under the same executive. The main use is to maintain coordination and review activities assigned to various subordinates. http://www.papertyari.com/general-awareness/management/communication- types/ www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

INTERPERSONAL COMMUNICATION 26  The exchange of information between two or more people.  It is the process by which people exchange information, feelings and meaning through verbal and non-verbal messages. https://www.flickr.com/photos/bovee_thill/40340752052 www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) Al2l 6right are reserved with CU-IDOL

INTRAPERSONAL COMMUNICATION 27  Intrapersonal communication is a method of communication that helps every person to communicate with himself or herself. It helps in clarifying what is known as the self-concept.  It is basically an inward- looking exercise. Intrapersonal communication can also be understood as self-talk https://www.pinterest.com/pin/11223821569213 4142/ www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

ORGANIZATIONAL COMMUNICATION 28  Organizational communication is one in which Individuals in organizations transmit messages through face-to face, written, formal channels.  Organizational communication largely focuses on building relationships and interacting with internal organizational members and interested external public https://scholar.flatworldknowledge.com/books/7635/preview www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

MASS COMMUNICATION 29  Mass Communication involves a person, an organization, or a group of people sending messages through a channel of communication to a large audience. Channels of communication cover radio, broadcast television, social media, and print media materials. https://www.shiksha.com/mass-communication-media/articles/mass- communication-types-of-job-profiles-blogId-10953 www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

SMRC 30 MODEL OF COMMUNICATION The SMCR (Source-Message-Channel-Receiver) Model was originally developed by Claude Shannon and Warren Weaver and altered by David Berlo, but the latest credit has been given to Wilbur Schramm for his interactive interpretation. https://www.communicationtheory.org/berlos-smcr-model-of- communication/ www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

Source 31 • Attitudes – The attitude Message Channel towards the audience, •Encoder -The sender of the •Hearing: The use of ears e.g. oral messages, subject and towards one message is the encoder. interpersonal etc. self. •Content – The beginning to •Seeing: Visual channels for e.g. TV can be seen end of message comprises its and the message is delivered. • Knowledge– The content. •Touching: The sense of touch e.g. we touch and knowledge about the •Elements – It includes buy food, hugging etc. subject. language, gestures, body •Smelling: Smell for e.g. perfumes, food, charred language etc. smell. • Social system – Various •Treatment – The way the •Tasting : The tongue also can be used to decipher aspects in society like message is conveyed or e.g. Food values, beliefs, culture, passed on or delivered religion etc. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

CRITICISM OF SMCR MODEL 32 OF COMMUNICATION  No feedback / don‘t know about the effect  Does not mention barriers to communication  No room for noise  Needs people to be on same level for communication to occur but not true in real life.  The model omits the usage of sixth sense as a channel which is actually a gift to the human beings (thinking, understanding, analyzing etc). www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

SHANNON WEAVER 33 MODEL OF COMMUNICATION  The Shannon–Weaver model is a linear model of communication that provide a framework for analyzing how messages are sent and received .  The Shannon–Weaver model of communication has been called the ―mother of all models‖ for effective communication.  The Shannon and Weaver Model of Communication argues that communication can be broken down into 6 key concepts: sender, encoder, channel, noise, decoder, and receiver.  This model is specially designed to develop the effective communication between sender and receiver. They found factors affecting the communication process called ―Noise‖. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

SHANNON WEAVER 34 MODEL OF COMMUNICATION www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

ELEMENTS OF THE MODEL 35  Sender : The originator of message or the information who passes the desired idea/message  Encoder : The transmitter which converts the message into signals or code. For example: In telephone the voice is converted into wave signals and it transmits through cables  Decoder : The person who receives the message and understand the information passed on.  Receiver : The destination of the message from sender  Noise: Any sort of disturbance which is observed when the messages are transferred from encoder to decoder through channel. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) A3l5l right are reserved with CU-IDOL

BARRIERS TO COMMUNICATION 36  A communication barrier is anything which creates hindrance in the communication. It’s a problem that causes communication to be distorted is known as a barrier to effective communication  There are 4 types of barriers to communication  Physical barriers  Psychological barriers  Semantic blocks  Organizational Barriers www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

PHYSICAL BARRIERS 37  Environment - Some barriers are due to the existing environment. For example, if you are standing in adverse weather conditions, your conversation would be hampered because you would not be able to pay full attention to what the other person is saying.  Distance - Distance also plays an important part in determining the course of a conversation. For example, if the staff in an organization are made to sit in different buildings or different floors, they might have to substitute face to face communication with phone calls or emails.  Ignorance of Medium - Communication also includes using signs and symbols to convey a feeling or a thought. However, if there is a lack of ignorance about the medium in which sender is sending the message, the conversation can be hampered www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

PSYCHOLOGICAL BARRIERS 38  Lack of Attention: When the person is pre-occupied by some other things and do not listen carefully what the other person is speaking, then arises the psychological barrier in the communication. When the person does not listen to others, then he won‘t be able to comprehend the message as it was intended and will not be able to give proper feedback.  Poor Retention: When a person is unable to store all the information which is passed on .  Distrust: If the receiver has no trust, then he will not listen to whatever is being said by the sender, and this will result in a meaningless communication.  Emotions: The communication is greatly influenced by the emotions of a person. If a person is not in a good mood , then he would not listen properly to whatever is said,emotions such as anger, nervousness, confusion, restlessness, etc. affects the communication process www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

SEMANTIC BARRIERS 39 The use of difficult and multiple use of languages, words, figures, symbols create semantic barriers. • Language: – Meaning sent by sender can be quite different from the meaning understood by receiver. Long and complex sentences create problems in communication • Jargons: – Technical or unfamiliar language creates barriers. Message should be simple and condensed. https://businessjargons.com/semantic-barriers.html www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

ORGANIZATIONAL BARRIERS 40 The factors related to organizational structure, rules and regulations authority relationships, etc. may sometimes act as barriers to effective communication.  Poor planning in designing, encoding, channel selection and conflicting signals in organization.  Structure complexities:- Difficult organizational structure causes problems in free flow of information.  Status differences: – Different information is provided by different superiors or subordinates about plans and policies.  Organizational distance:- Distance between sender and receiver.  Information overload: – Too much information is given in a short period the receiver suffers from information overload.  Timing: – Communication can be obstructed if the information is not provided in time. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

SEVEN C‘S OF COMMUNICATION 41 www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

 Completeness- The message must be complete. It should convey all the facts required by the 4 2 audience. The sender of the message should communicate all the facts and figures related to the message.  Conciseness-Conciseness means communicating what you want to convey in least possible words. Concise communication has following features: • It is both time-saving as well as cost-saving. • It underlines and highlights the main message. • Concise communication provides short and essential message in limited words to the audience.  Consideration is ―stepping into the shoes of others‖. Effective communication must take the audience into consideration,i.e. the audience‘s view points, background, mind- set, education level, etc. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

 Clarity implies emphasizing on a specific message or achieving one goal at a time, 43 rather than trying too much at once. Clarity in communication has following features: o It makes understanding easier. o Complete clarity of thoughts and ideas enhances the meaning of message. o Clear message makes use of exact, appropriate and concrete words.  Concrete communication implies being particular and clear rather than being unclear and general. Concreteness strengthens the confidence. Concrete message has following features: o It is supported with specific facts and figures. o It makes use of words that are clear and that build the reputation. o Concrete messages are not misinterpreted. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

 Courtesy :the message should show the sender‘s expression as well as should respect 44 the receiver. The sender o f the message should be sincerely polite .Following are its features:  Courtesy implies taking into consideration both viewpoints as well as feelings of the receiver of the message. Courteous message is positive and focused at the audience.  Correctness in communication implies that there are no grammatical errors in communication. Correct communication has following features: The message is exact, correct and well-timed. If the communication is correct, it boosts up the confidence level. Correct message has greater impact on the audience/ readers. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

MULTIPLE CHOICE QUESTIONS 1)The word communication is derived from communis (Latin) which means: 45 a.Oral speech c.Community c.Common d.Message 2) ____ is not one of the 7 C‘s of communication: a. Conciseness c. clarity b. correctness d. character 3) As a process of sharing thoughts and ideas, communication suffers mainly from: a. both physical and non-physical barriers c. non-physical barriers b. gender differences d. physical barriers Answers: 1) b 2) d 3) c www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

SUMMARY  Communication is exchange of thoughts, messages, or information by speech, visuals, signals, 46 writing, or behaviour.  Business communication is the sharing of information between people within an organization that is performed for the commercial benefit of the organization.  Communication Process—Sender—Encoding—Message—Channel—Decoding—Receiver— decoding—Feedback  Non-Verbal Communication—When a message is communicated without using a word, the process requires using non-verbal cues like (facial expression, eye movement) to pass the information.  Grapevine communication—It is informal communication between co workers which does not follow any prescribed structure or rule-based system.  Interpersonal Communication—The exchange of information between two or more people.  Intrapersonal communication—It is a method of communication that helps every person to communicate with himself or herself. It helps in clarifying what is known as the self-concept.  The Shannon–Weaver model—It is a linear model of communication that provide a framework for analyzing how messages are sent and received . www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

FREQUENTLY ASKED QUESTION 47 Question1: Explain the flow of Shannon Weaver Model of Communication. Answer : Below are the steps of Shannon Weaver Model of Communication: 1.Sender 2.Encoder 3.Noise(Channel) 4.Decoder 5.Receiver (For more details refer to SLM). Question2 : What are the 7C’s used in Effective Business Communication? Answer : The 7C‘s used in Effective Business Communication are:(For more details refer to SLM). 1.Clarity 2.Completeness 3.Concisness 4.Consideration 5. Correctness6.Concreteness7.Courtesy. Question3 : What are types of barriers to communication? Answer : There are 4 types of barriers to communication. (For more details refer to SLM). 1. Physical barriers 2. Psychological barriers 3. Semantic blocks 4. Organizational Barriers. www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

REFRENCES 48  Raman,M.Sharma,S.Technical (2017).Communication-Principles and Practice New Delhi :Oxford University Press.  Murphy, R., (2015). Elementary Grammar.UK:Cambridge University Press .  Murphy, R., (2015). Essential Grammar in Use, 4th Edition. UK:Cambridge University Press.  Hewing, M.A(2015).Advanced English Grammar.UK: Cambridge University Press  https://en.wikipedia.org/wiki/Ethics_in_business_communication  www.rysec.org/10-basics-of-ethical-communication/  www.mhhe.com/socscience/comm/group/students/ethics.htm  study.com/academy/lesson/ethical-communication-in-the-workplace.html www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL

49 THANK YOU For queriekjs Email:[email protected] www.cuidol.in Unit-1(BBA105/BCM105/BTT105/BCA115/BAQ101) All right are reserved with CU-IDOL