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

• Spoken/ Oral Communication

• Written Communication

• Non-Verbal

• 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

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. 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

Personal
Secrecy
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
 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:
 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

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 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. 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
Paralanguage Proximics Aural
Language

Visual
 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.
 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:

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.
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