Communication is carried out with or without use of the words. Communication through spoken

words is known as Verbal Communication and Communication without use of words are known as

Non-Verbal Communication. Verbal and Non-Verbal communication can be further divided as

follows:

• Verbal

• Spoken/ Oral Communication

• Written Communication

• Non-Verbal

• Body Language

• Paralanguage

• Proxemics

• Visual Communication

• Aural Communication

9. Ways of

Communication

It refers to the transmission of the message

through spoken words. It involves both

speaking and listening. Spoken

communication may be take place through

face to face conversation and through

mechanical devices such as telephone,

loudspeaker, wireless, tape records etc…

Oral or Spoken Communication

Face to face Conversation- It is the most natural and

effective means of sharing information and ideas. The

human voice can impart a message the meaning and

impression which even long pages of written words

cannot convey. Face to face conversation is very

helpful in resolving differences and creating mutual

understanding. Facial expression and gestural can be

used to support spoken words. When the message is

confidential face to face talk is desirable.

Telephone: Telephone is one of

the most commonly means of oral

communication. A prompt

telephone call to a customer can

reveal your interest in him and

there-by increase goodwill.

Speech: In the world of business, a salesman has to make

mini speeches every-day in order to persuade his customers

to buy certain products. In addition manager, directors are

often required to make formal speeches at company

meetings, seminars, inaugurations and other important

occasions. Considerable skill and time are required to

prepare a good speech and present in effective manner.

Conference: To confer means to discuss or converse. It is a

kind of meeting in which people exchange views and talk

together. It is held to exchange ideas and views to review

some problem in the organization.

Methods of Oral

Communication

Advantages of Spoken /Oral Communication:

1. Fast Speed:

In Oral communication, message can be exchanged quickly. It catches attention

immediately. Therefore, it is less time consuming. It saves time.

2. Economy:

Oral communication does not require paper and ink. It is therefore, less expensive then

written communication.

3. Personal Touch:

Oral communication is more effective. The receiver hears not only the words but also the

tone, pitch and volume. In face to face talk, body language can also be used to supplement

FastSpeed

Economy

Personal Touch

Feedback

Emergency

Flexibility

Secrecy

Interview: The word interview means the view

between. It refers to a meeting between two

persons for the purpose of getting a view of each

other or for knowing each other. For example in a

job interview, an employer seeks to find out

whether a candidate is fit for the job or not, and

the candidate seeks to find out whether the job

being offered is suitable or not. Thus, interview is a

two way communication.

the words. Speech is more powerful means of persuasion and control. Question can be

asked and doubts can be cleared then and there. Detailed explanation is also possible.

4. Immediate Feedback:

In face to face conversation, the reaction or response of the receiver can be obtained on the

spot. There is opportunity for classification of the message too.

5. Flexibility:

In Oral communication, message can be changes easily to suit the needs and response of the

receiver. Therefore, oral communication is more flexible.

6. Emergency:

During emergent situation, oral communication is the only means of conveying messages.

7. Secrecy:

It is easier to maintain secrecy in oral communication.

1. Inaccuracy:

Oral communication tends to be less accurate and precise. People often lose control over

the spoken words. Once spoken, the wrong or inaccurate words cannot be eliminated.

2. Distortion:

Oral message is more likely to get distorted especially when these are passed through

several persons. The self- interests and attitude of both the listener and speaker affect

communication. Therefore, oral communication is less reliable. There are greater chances of

misunderstanding too.

3. No record:

Oral communication does not provide record for future use and legal evidence. The speaker

or listener may deny that a particular message was really conveyed. Responsibilities for

mistakes in message cannot be fixed.

4. Conflict provoking:

Disadvantages of Oral Communication

Conflict Provoking

Distortion No records

Inaccuracy

Unsuitable

Oral communication may provoke conflicts due to the use of Objectionable words by the

speaker, unbearable facial expression etc….

5. Unsuitable:

Oral communication is not suitable when message is lengthy, people are scattered over

distant places and persons involved are poor in listening skills. Oral communication may be

time consuming, if people indulge in unnecessary long discussion in meetings.

Oral communication permits detailed explanation of the message and clarification of doubts,

it is very useful while communicating with groups. However, the receiver of the message

may not take oral message seriously. Oral communication is subject to influence of time and

situation.

Spoken communication is useful and suitable in following cases:

• When problems and issues are to be discussed in group.

• When there is very short time for communicating to mass.

• When quick reactions of the receiver is required.

• For instructing/ counseling the subordinates.

• When workers wants to express personal explanation of problem to the authority.

• When message is brief and to be transformed quickly.

Written Communication

Written communication refers to

transmission of message through

written words. It may take place

through letters, circulars, memos,

reports, news bulletins, notices,

employee handbook etc…

Advantages of Written Communication:

Accuracy: Written communication tends to be more

accurate and precise because written messages are

prepared more carefully. A business letter is like a mirror

of the business. It built prestige and it creates an

impression in the mind of the reader.

Permanent record: Written communication provides a

permanent record for future reference and can act as

legal evidence in the court of law. Contents of the

message can be easily verified and referred rapidly.

Wide access: Written messages can be easily

sent to the large number of persons at

distant places at the same time.

Lengthy messages: It is more suitable for

conveying lengthy messages and when a

well-considered response is desired.

Authoritative: Written communication

appears to be more authoritative and formal.

There is little risk of unauthorised alterations

in the message. Therefore, it is more credible

in the eyes of the receiver. Responsibility for

mistakes in communication can be fixed.

Uniformity: Written communication ensures

transmission of information in uniform

manner. Everyone concerned receives the

same message. The receiver can read and re-

read the message until he understands it.

There is no danger of any part of the message

being lost.

Disadvantages of Written Communication

The form and content of written communication can be designed keeping in view the ability

of the receiver to interpret the message correctly. Moreover, written communication is

taken more seriously and is, therefore, binding on the parties. Since written communication

is open to verification and its authenticity can be easily challenged, the communicator has

to be accurate and factual. Old orders and decisions can serve as precedents for future

decisions, Reports of the previous years are useful in formulating new polices and fixing

current targets. That is why messages transmitted orally are later confirmed in writing.

Slow: Written communication is time

consuming. The writer has to draft the message

and check it before transmission. A lot of paper

work is involved.

Expensive: It is more expensive than oral

communication due to the cost of stationery.

Lack of Personal Touch: Written communication is very formal and

lacks personal touch. Body movements cannot be used to reinforce

words. Quick clarification is not possible.

Rigidity: It is not possible to make alternations in written messages

after transmission.

Lack of Secrecy: It is very difficult to keep written messages secret.

Delayed Feedback: The reaction or response to a written message

is not available immediately.

Unsuitable: Long written messages fail to attract proper attention

of the fail to attract proper attention of the receiver. Written

communication is not possible among illiterate people. Errors in

drafting the message may create confusion and misunderstanding.

Written communication is useful and suitable in the following cases:

A. When the message to be conveyed is lengthy.

B. When a record of communication is required for use in future.

C. When the message is to be sent to a large number of persons at the same time.

D. When the information is to be retrieved for repeat use in future.

E. When it is necessary to fix responsibility for carrying out specific instruction.

Non Verbal Communication

Body Language

Paralanguage Proximics Aural

Visual

Non-verbal communication refers to

communication without using words. Non-

verbal signals are used independently as well

as in conjunction with spoken words. A body

movement may not by itself convey a precise

meaning. But when used along with spoken

words it may give a precise meaning. When

non-verbal signs and verbal signs are

contradictory, misunderstanding may occur.

Actions speak louder than words. Therefore,

managers should balance their actions and

words.

Body Language

BODY LANGUAGE: Body language or Kinesics means

study of body movements. It consists of two elements.

BODY MOVEMENTS/KINETICS: Different parts of our

body can convey message effectively. Body movements

include:

Kinesics is the study of body movement to judge inner

state of emotions expressed through different parts of

the body. One can never stop communicating. Our

outward body movements reflect true inner

conditions of meaning in unconscious way. Our facial

expressions and eyes, gestures, postures and physical

appearance says a lot.

Facial Expressions and Eyes: Our Facial expressions can

show happiness, anger, frustration, arrogance,

shyness, sadness, fear, etc. Just watch your face and

eyes in the mirror under different states of emotions;

they will be different under different emotions. They

change automatically and effortlessly unless we try to

mask them deliberately.

Gestures: Gestures are the physical movements of the body parts like arms, legs, hands, torso and head. The movements of the entire body like hunching shoulders, stepping forward, pulling backward, turning on one side or another, etc. convey certain moods and feelings. People can communicate their feelings and ideas through movement of their hands. For example, one can give an order with hand, to leave the room, can ask certain things, by signaling through hands, or can convey yes or no through the movement of hands.

Movements of hands: Pointing finger demonstrates authority,

Arms on side tell that the person in relaxed, Hands on hips (with

wide eyes and closed lips) indicate anger of defensiveness,

Shrugging shoulders show indifference, Sitting on the edge of chair

demotes interest of the listener, Frequent shifting of body while

sitting implies nervousness, Compulsive foot toppings or tabling

conveys an angry and hostile disposition, Handshakes.

Postures:

Our posture and body shapes affect our thinking

process, and give us an idea about the attitude of the

bearer towards the other persons. Postures indicate

confidence, fear, aggressiveness, rejection, anxiety, etc.

Standing erect and straight demonstrates enthusiasm

and self – confidence.

Forward leaning of the body indicates nearness, intimacy

and affection towards the other person.

Looking down, slouching (awkward) or biting one’s nails

reveal anxiety, nervousness and inferiority complex.

Sitting expansively with stretched out legs in front shows

confidence and relaxation.

Holding head straight, maintaining upper body erect and

standing on both feet or sitting straight tells us that the

person is conscious of the formal meeting or

conversation.

Sitting with legs crossed and arms

PROXEMICS: Proxemics is the study of how we use space around to communicate the message. Proxemics is the ‘personal space language’ as Kinesics is the ‘body language’. Edward T. Hall coined these air bubble or spaces as “proxemics” and describes four types of informal spaces to know human relationship. - In intimate space up to 1.5 feet, only family members, close friends or selected persons are allowed. Either silence or at the most whispered words are used here for communication. 1.5 to 4 feet personal space meant for conversations with peers, friends, colleagues, etc. Here talking is permitted in spontaneous way. Social distance (4 to 12 feet) is used for formal and official relationships. This is distance is most suitable for business dealings. Public distance (12 feet or more) up to eyesight and hearing indicates detachment and impartiality. This is most suitable for public meetings. The distance maintained by people during communication in office and elsewhere tells a lot about their relationships.

Visual Communication:

Words are imperfect and imprecise conveyers of the meaning especially when we are to

communicate complex and number of messages. Reader is also unable to understand

technical processes and purposes. Visual aids such as graphs, diagram, picture and table

are used to show something rather than telling something. They give a ‘bird’s eye view

for any information. It is more attractive to eyes. They have a great memorizing value. It

facilitates comparison & makes it easy. It is more impressive & leads to speedier

conclusions.

Aural Communication:

It is used for Staff locating system. It is popularly used in organizations with large number of

members spread over wider areas. For example announcements are made on loud speaker

for locating a particular person. The particular person while learning the message on loud

speaker approaches the concerned employee. Sometimes some message is delivered to all

the persons on the loud speaker.

BELLS:

Bells are used to call a person like peon or gatekeeper. The executive or employees sitting in

the office push the button. With this, bell sounds outside the room and the person leaving

the sound approaches the concerned officer for messages.

Sometimes bells are used as an indication for calling things like water or tea. For this

purpose, different bells are to be used.

PARALANGUAGE: Paralanguage involves the study of voice quality, volume, speech rate and the manner of speaking beyond the said words. It concentrates on “how” of speaker’s voice rather than “what” words. This study of vocalizations gives clue about speaker’s social standing and his personality. Deep – throaty voice indicates maturity of man. Whereas, flat voice indicates person’s lack interest in life. Shaky voice reveals nervousness of the speaker, broken voice his lack of preparation, clear voice his confidence.

BUZZARS:

Under buzzers, special sound is conveyed at mass level. By listening the sound, the

employees gather for duty or rush out of the building in case of listening emergency alarm.

This system provides the advantage of speed and convince. As a result, this device is most

suitable for conveying urgent message in case of emergency or informing tea breaks or duty

time at mass level.

Difference between spoken and written communication -

Basis Spoken Communication Written Communication

Form

Mean

Size of Message

Expensive

Time

Emergency

Legal

Reliable

Attention

Flexibility

Secrecy

Questions:

Objectives – For two marks

1. State one point of difference between Verbal and Non Verbal

communication.

2. What is Visual communication?

3. What is Aural communication?

4. What is Proximics?

5. What is Paralanguage?

6. What is Verbal and Non Verbal communication?

7. Name methods of Oral communication.

8. What is the main advantage of face to face communication?

9. What is interview?

10. Explain the feature flexibility in the context of communication.

11. In which situation oral communication is suitable?

12. In which situation written communication is suitable?

13. What is the importance of body postures in the context of

communication?

14. What is internal and external communication?

Subjectives – For five marks

1. Describe merits and demerits of Written communication.

2. Describe merits and demerits of Oral communication.

3. Written messages need to be more precise – Comment.

4. Explain the methods of Oral Communication.

5. Differentiate Written and Spoken communication.

6. Write a note on Body Language or Kinetics.

7. Write a note on Visual Communication.

8. Write a note on Aural Communication