9. Ways of Communication

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Florence Craig
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9. Ways of Communication Communication is carried out with or without use of the words.

Communication Body Language Paralanguage Proxemics Visual Communication Aural Communication Oral or Spoken Communication It

1 9. Ways of Communication 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 Non-Verbal Spoken/ Oral Communication Written Communication Body Language Paralanguage Proxemics Visual Communication Aural Communication Oral or Spoken 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

Methods of Oral Communication Face to face Conversation- It is the most natural and

The human voice can impart a message the meaning and impression which even long pages of

Face to face conversation is very helpful in resolving differences and creating mutual

When the message is confidential face to face talk is desirable.

A prompt telephone call to a customer can reveal your interest in him and there-by

Speech: In the world of business, a salesman has to make mini speeches every-day in order

In addition manager, directors are often required to make formal speeches at company

2 Methods of Oral 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.

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.

3 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. Advantages of Spoken /Oral Communication: Economy Secrecy Personal Touch FastSpeed Flexibility Feedback Emergency 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

4 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. Disadvantages of Oral Communication Conflict Provoking Inaccuracy Distortion No records Unsuitable 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:

5 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

It built prestige and it creates an impression in the mind of the reader.

court of law. Contents of the message can be easily verified and referred rapidly.

Lengthy messages: It is more suitable for conveying lengthy messages and when a well-considered response is desired.

There is little risk of unauthorised alterations in the message. Therefore, it is more credible in the eyes of the receiver.

6 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 reread the message until he understands it. There is no danger of any part of the message being lost.

Disadvantages of Written Communication 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.

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.

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.

7 Disadvantages of Written Communication 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. 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.

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 it is necessary to fix responsibility for carrying out specific instruction. Non Verbal Communication Non-verbal communication refers to communication without using words.

8 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 Non-verbal communication refers to communication without using words. Nonverbal 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 Paralanguage Proximics Aural Visual

Body Language BODY LANGUAGE: Body language or Kinesics means study of body movements. It consists of two elements.

Body movements include: Kinesics is the study of body movement to judge inner state of emotions expressed through different parts of

Our facial expressions and eyes, gestures, postures and physical appearance says a lot.

Just watch your face and eyes in the mirror under different states of emotions; they will be different under different emotions.

Gestures: Gestures are the physical movements of the body parts like arms, legs, hands, torso and head.

convey certain moods and feelings. People can communicate their feelings and ideas through movement of their hands.

yes or no through the movement of hands.

9 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.

Forward leaning of the body indicates nearness, intimacy and affection towards the other person.

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.

10 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. 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.

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.

Shaky voice reveals nervousness of the speaker, broken voice his lack of preparation, clear voice his confidence.

11 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. 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: BELLS: 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 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.

12 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.

13 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

Unit III Verbal and Non-verbal Communication

(1) Unit III Verbal and Non-verbal Communication Communication by using language is called Verbal communication. Communication through other symbols without using words is called Non-verbal communication.