1. Methods of communication:- verbal and non verbal

2. Channels of communication:- formal and informal

1. Dimensions of communication:- upward /downward/horizontal and diagonal

Types of communicationWhen John entered in his office on Monday

morning:--somebody had tempered with his personal

computer-called up his personal secretary and enquired- Secretary informed that two marketing

executives had come on the Saturday evening-used the computer to seek some information

since he was not there-John called the two marketing executives and

told them not to touch his computer without his permission

Types of communication-John although practically did not scold them

but-tone was very stern-to avoid this in future he issued a memo to this

effect-distributed it in the office-Next day everybody in his office was

discussing about the episode-almost everybody was aware that they are not

supposed to use boss’s computer without his permission

Types of communicationHere John used –Speech(words spoken)Writing(memo)Body language-(his expressions when he talked to the

marketing executives)Paralanguage--(stern tone of his voice)to make people aware

of his sentimentsBoth formal -(memo) and informal channels-(discussion among the employees contributed

to spread the news

Types of communicationNote the dimensions of communication even in

a small office environment

John-enquires from his secretary/scolds the marketing executives/issues the memo

-all are downward communication

Secretary reports and & marketing executives reply to John

-Upward communication

Secretary enquires about who came in the boss’s room

-Horizontal communication

Methods of communicationOne of the ways of communicating is by using

words-by way of speech/by writingAnother is by using the expression other than words-gestures/body language etc

A third mode of communication is –circumstantial communication

-here people communicating make no deliberate effort the message is conveyed by the way the things are

Example-the elaborate décor of one’s office room conveys that he is holding a high position in the organization

Methods of communicationLets divide our discussion into two categoriesVerbal communicationNon –verbal communication

Verbal communication-The term “verbal” denotes the use of words

When words are used in communication –spoken/written we call it verbal communication

The thoughts in words can be conveyed either orally or by writing

Oral CommunicationOral communication is the communication by

way of uttering wordsSpeaking –which is the fastest /most direct

type of communication-Every time we speak our voice reveals Gender/age/geographic background/level of

education/native birth/emotional state/relationship with the person spoken to

All these clues (and many more) are contained in even small fragments of speech

People can read our voices-When we speak-encode important info about

ourselvesWhen we listen-we decode-

Oral communication In an Organization:-Formal staff meetings/planned

conferences/mass meetingInformal talks-suitable for day to day

liaison/directions/exchange of information/progress review

-maintenance of effective interpersonal relationsTelephone calls are used for quick checkups

and for imparting or receiving informationChannels for oral communication:-face to face

conversation/telephone/presentation/public speech/interview/group discussion/negotiation/meeting

Advantages of oral communicationSpeed-once you make contact with your

audience there is no time lag between the transmission and reception of message/this is valuable when time is essence-ie funds in an account to be released/memos will not be of much help

Speaker is able to get personal attention of the listener/spend hrs drafting a letter-recipient scans superficially or will not read/much command over receivers attention

It allows instantaneous feedback:-you can respond/rephrase/revise to your audience

AdvantagesPersonal quality:- when a personal meeting goes

well the relationship that communicators develop can help solve problems that might have been difficult while handling from distance-personal meetings important in some cultures

Confidentiality:- since creates no records/helps in maintaining confidentiality

Supplemented by non –verbal clues:- The person receiving oral communication can combine it with expressions/other non verbal clues around the speaker-message better understood

Limitations of oral communicationOral might not be the best approach it suffers

from certain disadvantages:-No evidence:-No documentary proof of oral

communication/impact is temporary

Not suitable in certain cases:-when message is too lengthy and complex

Expensive & time consuming when the persons involved are at distant locations-difficulty in arranging the communicators/Even a cross town trip for a half –hour meeting can take most of the morning/afternoon

Limitations of oral communicationNot appropriate when the matter is

controversial:-A personal contact might also be unproductive if the contact antagonizes one or more participants/if personalities or subject-make someone angry/defensive/less confrontational forms of communication to be used

Serious deliberation is not possible:-receiver has to take an immediate decision in response to the communication received

More prone to physical noise:-Oral message has more probability of getting distorted –physical noise/inaudibility of speech/interference

Written communicationWritten communications are a powerful medium

in all walks of lifeWe may handle our social & business

communication on a face to face basis we need to prepare written messages the reason:-

Permanent record/matter may be complex/sensitive which needs planning before communicating/distance

There are many types of written business communication/fax/letters/memorandums/notices/

-forms /reports/circularsEach document is used in different purposes in

different circumstances in business

Written communicationWritten communication have a different set of

advantages than their spoken counterpartsWritten communication is permanent:-saved as

future referenceWritten communication can be easier to

understand than speechIt can be composed in advanceWritten messages are less prone to errorsWritten communication works best as evidenceIt can address more number of persons at a time-

advertisement in news paper/hoardings- TV can also cover a large population by oral

communication/but written media is cheap and coverage is more

LimitationTime consuming-in terms of preparing &

understanding

Lot of paperwork-creates mountains of papers cluttered around/difficult to manage/careful with confidential matters

Certain messages cannot be put into writing-better understood orally/nonverbal

Different persons may interpret message differently-if not carefully worded /written communication may give rise of legal battles

LimitationImmediate feedback and clarification is not possible

in written communication

Needs expertise in expression-runs the risk of being ineffective in the hands of people otherwise good in their job/serious concern for organization

Lack of confidentiality-when they pass through several hands

Capability to cause greater damage-A haphazardly written note can do more damage than a careless remark

ContdAfter going through the written and oral

communication we should understand that solely one mode may not be useful

The two modes are supplementary and should be used depending upon the situation

Written communication is more useful –subject matter is complex & final decision requires deliberations from the persons concerned/messages need to be preserved for future reference or have legal implications

Oral communication can be relied upon in routine & day to day matters/confidential matter

ExerciseRewrite these Sentences so that they are

clearer & more conciseTo make certain that the materials you

remove from the Office supply room are fully accounted for in our inventory system, I am requesting that you completely and accurately fill out the standard form provided for the purpose.

Fill out a form whenever you take office supplies so that our inventory will be correct.

ContdIn the absence of the feline race, certain small

rodents will give themselves up to various pleasurable pastimes.

When the cat’s away, the mice will play A plethora of culinary specialists vitiate the

liquid in which a variety of nutritional substances have been simmered.

Too many cooks spoil the broth

Impetuous celerity engenders purposeless spoilage.

Haste makes waste.