FY (BAF)--CH.2 METHOD OF COMMUNICATION

A. Nature and definitions of verbal communication

B. Oral communication: Definition, Advantages and Disadvantages

C. Written Communication: Definition, Advantages and Disadvantages

D. Guidelines for making Effective Verbal Communication

E. Non-verbal communication: Facial Expressions, Gestures, Postures, Eye-contact and Silence.

BY:-DR. RENU JAIN

INTRODUCTION• The need to communicate is universal, whether it is

a government office , a multi-national or a private firm.

• But to it achieve success, in today’s workplace requires superiors and subordinates to communicate effectively with each other and outside the org.

• Good communication skills help coordinate flow of work, promote services and products, make decisions and solve problems.

• ROBERT ANDERSON—Communication is interchange of thoughts, opinions or information, by speech, writing or signs.

NATURE AND DEFINITION OF VERBAL COMMUNICATION

Verbal communication consists of words of a language arranged in meaningful patterns, according to the rules of grammar, so that they form a proper sequence.

These messages may be shared in interpersonal (one to one), speaker-audience(one to many) and mass media (many to many) contexts.

It should be effectively communicated so that receiver perceives it, assigns it the right meaning and responds to it accordingly.

We enquire or pass on information or to fix appointments by Phone, SMS, letters, e-mails, newspaper, notice-boards and the internet.

We even communicate silently, using signs and gestures. BARTOL AND MARTIN- “ Verbal communication is the written or

oral use of words to communicate.”

TWO FORMS OF VERBAL COMMUNICATION1) ORAL COMMUNICATION: DEFINITION,ADVANTAGES AND DISADVANTAGES

• “When we communicate with the help of the spoken word, we call it oral communication.”

• Thus, conversations, meetings, conferences, interviews, training sessions, speeches, public-address systems, announcements, radio speeches, telephone talk, public speaking, are all forms of oral communication.

• For businessman, it is very important , as it can be used effectively to inform, satisfy, praise, criticise, please, inquire and a variety of other purposes.

ADVANTAGES1. QUCKIER WAY: Oral communication is quicker as most of the

time it is unplanned.2. IMMEDIATE FEEDBACK: As it is face -to –face the sender

receives feedback almost immediately, which helps the sender clarify any doubts and can re-word or present his msg in a better way.

3. FOR COMMUNICATING OUTSIDE: While reaching out to groups, as at public meetings, assemblies, gatherings, etc. this type is more useful and more effective especially where illiterate masses are concerned.

4. PARALANGUAGE: With the help of tone, pitch and intensity of voice, a speaker can put additional meaning into the words or entirely change their sense. For eg: your name is Ramesh. Last two words had many tones with many expressions

5. INFORMAL: As it is not always as formal, It helps to bond the sender and receiver better. It is more personal. It also conveys the feelings of the speaker and build friendlier relation within the company and with the outside public by using it.

6. LESS EXPENSIVE: It is face to face , so less expensive than written. No gadgets, stationery or machinery is needed to convey the msg.

7. SAVES TIME: words are understood as soon as they are spoken.8. PERSUASIVE: The speaker can be persuasive and carry conviction.

Judging by the replies of the opposite person, the communicator can shift and change his argument.

9. KEEP SECRECY: It makes communication of confidential and secret information possible. For such delicate and confidential matters oral communication is best

10. CREATIVITY: It allows the emergence of spontaneous ideas. While talking, ideas crop up on the immediately on the moment, which can be very valuable.

DISADVANTAGES1. It is quicker but as it is unplanned there are chances of

mistakes or deletions in the msgs.2. Retention of lengthy msgs is difficult. When conveyed orally,

important parts may be forgotten or missed. Recall of the whole msg may not be possible.

3. Oral communication has no permanent records and so has no legal validity. It cannot be referred to and has no accountability.

4. If the receiver has not paid attention, the sender may not get the required response. Sometimes sender may have to repeat the msg for emphasis and clarity.

5. Poor communicators may not be able to convey the msg effectively.

6. Oral communication may not be as confidential as written communication.

2) WRITTEN COMMUNICATION: DEFINITION,ADVANTAGES AND

DISADVANTAGES• Written communication –type of verbal communication.• Writing is the expression of human language by means of visible signs. Hence arithmetic figures and words formed with the help of the alphabet are both writing.•The purpose of written communication could be to provide a permanent record to notify someone.•It includes letters, memos, reports, proposals, notices, minutes, circulars, Manuals, newsletters and journals.

ADVANTAGES1. It is planned and organised, so it tends to have less mistakes and is more accurate. Eg. In

complex subject.2. As it is documented it is permanent record. It can be referred to any number of times. It also

serves as legal document.3. Written documents are more confidential.4. Many copies of the written matter can be photocopied or reprinted and distribute to a large no.

Of people.5. Detailed documents which carry facts and statistics have to be written.6. The sender can use a format most suitable to the occasion.7. Written messages can be read again in case of doubt or misunderstood.

DISADVANTAGES1. As it has to be well planned, it takes more time ,feedback also

takes time.2. Only when he receives the response will he know the effect of his

communication.3. Face to face contact is missing and so is the personal touch.4. Expressions and feelings can not be conveyed.5. It is not easily accessible to the illiterate.6. Good writing skills are necessary. It depends on the use of

symbols-rather more difficult.7. It is slow and time-consuming.

GUIDELINES FOR EFFECTIVE VERBAL COMMUNICATIONMuch planning has to go into both oral and written communication.The messages have to be focussed, concise, precise and presented in a

logical manner so that the receiver can understand, accept and respond to the message as required.

HOW TO MAKE ORAL COMMUNICATION EFFECTIVE

1) Words should be clearly and properly pronounced. Eg: english/hindi. Poor pronounciation act as a barrier and also distract attention from the message itself.

2) Clarity and precision: The person who speaks must have a good vocabulary at his disposal and able to convey his msg without any confusion of meaning.

3) Brevity: The speaker should use only the number of words necessary to convey his meaning. Over communication is common defect. It is difficult to hold the attention of audience after half an hour. So speech should be brief –no boring.

4) Proper tone: Not only the words, but also the feeling with which you say them affect the person who is listening. Eg:If salesman—should not sound bored. If businessman—never bad tempered to customers.

5) Using the correct pitch: To hold the attention of your listeners, the pitch must change from time to time or else you will sound monotonous and boring.

6) Using the right register: By register we mean using the right style and vocabulary to suit the situation and the listener. People using different registers depending on the social, cultural and educational background according to the requirements of his listener.

7) Francis, the author: begins lists for effectiveness of oral communication with 7 c’s. It should be candid, clear, complete, concise, concrete, correct and courteous.

HOW TO MAKE WRITTEN COMMUNICATION EFFECTIVE

1) The sender can write brief and specific messages using forceful and appropriate words, which are easy to understand. Clarity is of importance.

2) Precise, complete and correct information so that the message does not take up much of the receiver’s time.

3) The sender should be courteous and empathetic towards the receiver.4) Make sure the main points are presented at the beginning. Denials are conveyed

diplomatically. Justify the reasons for the unpleasant news before actually conveying it.5) The conclusion should be on a positive note.6) An intelligible and logical communication leaves a good impression on receiver.7) Provide information without exaggeration.8) Not to use negative words, discriminatory terms-age, caste, gender, disability.9) Format should be complete with all parts.10) The information should be correct and relevant. Each paragraph should be like to the

next one.The objective of the communication is to achieve a particular purpose not to just transmit a

message.Both oral and written communication have to ensure that the receiver understands the

message as the sender intends it to be and should generate some response to their message and help build relationship between people.

TYPES OF ORAL COMMUNICATION1. SPEECH ES AND PRESENTATION: You may be required to address members of your

organisation or outsiders. Your audience may be small or large/formal or informal/long or short. Good speech should be clear, precise and factual, brief, interesting,audience oriented, delivered distinctly with correct pronunciation.

2. MEETINGS: It may be defined as a team activity where select people gather to perform work that requires group effort. Integral part o any org.-combined reading, writing, speaking and listening skills. Meetings are held to plan for an event, to discuss financial mattes, to arrive at solutions to problems or simply to inform.eg: video conferencing.

3. INTERVIEWS: Their interaction should enable them to gather required information- abilities, capabilities and suitability of the candidate and candidate about the org., job, other related matters.

4. GROUP DISCUSSION: Preferred means of screening and evaluation of candidates. give real life situation. It helps org. To select candidates who are good team members and skillful.

5. TELEPHONE AND MOBILES: Polite and prompt telephone conversations can project a better image of the org. To ensure smooth transfer of message all employees must know their org., departments. Remember to greet properly, answer promptly, normal voice, clarity,end the call politely. cell phone in vibrator mode in meeting, speak in low voice, avoid give details or sensitive issues in public. donot send irrelevant messages.

TYPES OF WRITTEN COMMUNICATION

1 SEPTEMBERThere is much information in an organization that requires to be permanently recorded so that they can be referred to in the future. Some of the most used types of written communication:1. LETTERS: A letter is a very important office tool that can break or bond organizational relationships. The

business letter has obligatory parts and optional parts. The optional parts are included in a letter depending on the relevance and contents of the letter. Different layouts –obligatory part.

2. MEMORANDUM: A memo is used only for internal communication unlike letters which serve internal and external. format simple, just pass on information, issue instruction, to give and seek permission or suggestions---on official letter head.

3. REPORTS: Representation of facts and figures or an objective statement of an event. It requires collection of data, analysis and arranging the facts in a logical manner. It should be reader oriented, precise, accurate, relevant, objective and unbiased.

4. NOTICE: Formal document informing the members about meeting –drafted on company stationery –issued by the board of directors—hand delivered/ mail/ published in the newspaper.

5. AGENDA: It is the list of issues to be discussed at the meeting. Attached separately. The secretary and the chairperson drafts this keeping in mind the issues. received in advance so prepared for discussion.

6. RESOLUTIONS: A resolution of any proposal placed before the meeting and its decision on the proposal. It may be proposed by the chairperson or a member. The proposal must be clearly an concisely presented. Followed by discussion---agreed upon or vote.

7. MINUTES: Minutes is a concise factual, accurate and official written record of the business transacted at a meeting. It is the summary of the meeting recorded in the minutes book for future references. precise and not prepared in a narrative form.

8. CIRCULARS: It may be sent by govt. Institutions, the RBI to deal with social responsibilities, cautioning the bank and public on various issues.9. SUMMARIZATION: Do not have time for details, so a summary helps in presenting a detailed text in a condensed form for quick reading and understanding. 10.PARAGRAPH WRITING: All prose compositions are divided into paragraphs..each new topic- new paragraph. all sentenced linked to one paragraph . Idea should be arranged in a order. length and construction should be precise.11. NOTE-MAKING: Note making is often helps the process of remembering. Help us to prepare for a lecture, to record info. For future, to revise lessons quickly. include only the main points. Abbreviations and symbols are often used. diagrams, charts and tables can be used.All these written documents will need planning and employing the communication. They should be well drafted without spelling , grammar and punctuation error. The content should be collected, analyzed and organised well. Wherever acknowledgement is due. It should be given.

Comparison between oral and written communication

ORAL COMMUNICATION1. Not permanent record

2. Sometimes misunderstood.

3. Quick communication4. Feedback is immediate5. Informal and makes for friendly communication

6. Effective with semi literate and illiterate workers.7. Sometime inaccurate.8. Usually circulate only person to person9. Best for brief messages10. No fix responsibility possible11. Language can change12. Less difficult to communicate13. Not possible to review14. Convey his mood and emotion by this way.

WRITTEN COMMUNICATION• Provides a permanent record

• In case of doubt they can be read again.

• Slow and time consuming.• Feedback is slow and time-consuming• Formal and tends to be rigid.

• Reach only to literate• accurate• Circulate widely• For legal- best communicated• Fix responsibility• Language can not change• Use symbols so more difficult to communicate• Can review things• Not possible to convey emotion

FACE TO FACE COMMUNICATIONThere are occasions when oral communication is not face to face over a phone. Also occasions when persons can be face to face and yet cannot communicate –language barrier.A few distinct additional advantages and disadvantages of face to face communication .ADVANTAGES: 1. Gestures and facial expressions can be used2. Feedback can be obtained.3. People with attractive personalities are at their best in face to face

communication.DISADVANTAGES:4. It is difficult in a large business house having many numerous

departments. Distance acts as a barrier.5. Effectiveness is lost while addressing large audiences.

NON-VERBAL COMMUNICATION“Communication without the use of words(language) is non-verbal communication.” For eg: Smiling and touching to show happiness and affection. Hitting and gritting his teeth to show displeasure and anger.We use our body, signs, symbols, maps, graphs, colours and even silence to express our ideas and emotions.It is spontaneous, not planned like namaste- greeting,using a map in environmental studies.As expressions are not structured so it is difficult to master it. Inspite of its variety and complexity people rely more on non-verbal cues then their verbal counterparts. Especially when one contradicts the other. Like : you compliment for as dish and not eating it.A keen observer will be able to interpret the underlying meaning of a non-verbal message and respond accordingly.1.BODY LANGUAGE: Unconsciously our body sends out many messages through the way we look at someone or something, we carry ourselves, we interact with others and the way we dress.For eg: during interrogation: one questions, many observers.Body language will include the communication conveyed by the face(expressions), gestures, posture an even dress or appearance.(A) FACIAL EXPRESSIONS: The pars of the face express several emotions an of these the eyes are the

most expressive. Looking directly—bold and arrogant. downcast eyes—shyness, fear, discomfort. raising your eyebrows- fear or surprise. The eyes, eyebrows, the forehead and the mouth together could display many expressions. Like in theatre and dance-convey the emotions of the characters they enact. Different culture attribute different meanings to these expressions.

(B) GESTURES: The movement of the hands, arms, legs, head and shoulder are termed gestures. Namaste, handshake. When we require to convey in a crowded room we mime in our own code. Where we place our body parts during speaking, listening and reading convey different meaning. Like – raising our hand to someone across the road–greeting , in a meeting- want to say something. Gestures vary with cultures.

(C) POSTURE: The way you sit, stand or walk, or the way you carry yourself speaks about your personality like: soldiers—marching—smart. contestents in beauty contest...Good posture exudes smartness and confidence.

(D) APPEARANCE: Physical appearance may be difficult to alter—cosmetic surgery – make over. We dress differently for different occasions—wedding, go to neighbour, college. Accessories..in presentation—sober dressing. In informal situation—casual look.

Besides wearing the right dress and accessories there should be an overall tidiness of the person, well ironed dress, polished shoes, combed hair.

2. SILENCE: Conveys several meanings, depending on the context it is employed. Silence speaks.Role of silence in oral communication process . Pauses are important to highlight . Along with the right tone, stress and pitch these pauses make the sentences more effective.We are not able to speak, when we are overcome by emotion, sorrow, happiness or anger. If we know the speaker well, we will be able to decode his silence and emotion. Like– parent silence against giving permission for concert.IT can also take time to think, want to organise your thoughts. Senior enters—people keep quiet. Sometimes not want to communicate, or you do not know the answer or you are guilty o some action.IT is an effective tool of non-verbal communication. It may be short pause or a long period o silence, wherever be its occurrence it signifies different meanings depending on the context it is used in.3. SPACE: Each persons considers the space around him as his space. Your close family and friends may be in close contact while speaking. When you interact with colleagues—maintain some distance, depend on how close or comfortable you are with the person. If a stranger approach you for direction—came closer you move backwards. Researchers identified these zones:Intimate space( close family and friends) personal space (for colleagues and friends) Social space ( acquaintances, superiors, subordinates) and formal or public space ( meetings, gatherings). Change with context and culture. For eg: ceo occupies space –away from subordinate.4. TIME: Some people prefer to make others wait to show their authority, some respect to others by being on time. America-on time is normal. Asia,middle east- late is socially accepted. Indians- always late. Late reactions or arrivals will send the wrong message to our business counterparts. Knowledge of cultural perceptions of time helps you decide whether to be on time or sweet time.

5. SIGNS AND SYMBOLS: Universally known and accepted. Signs stand for a particular messages or they indicate a specific ides. No parking sign. These signs are readable by people all over the world. Lights blinking, traffic lights are called signals (signs in motion). Symbols are indicators or marks used are standard representation of something. Maths symbol (+-*) language symbol (A,P) Musical notes , Chemical symbol (FE for iron) represent an idea. Besides these flags, coins, logos of org. Etc. are also symbols like – mcdonald. Om for hindu symbol. So signs and symbols may be thought of as convenient modes of non-verbal communication.6. CHARTS, MAPS AND GRAPHS: A lecture on some geographical aspect – more interesting when with the help of map, An animal’s circulatory unction—better understood by a sketch or diagram. A pie- diagram will tell you at a glance what it is about.Sketches help related topics, graphs for statistical data, maps for directions to places. They could be used along with oral and written communication and sometimes they are self-explanatory.

7. POSTERS: Posters are used for a larger audience or to convey a public message. They may contain written matter( information about a function- time, date, venue etc) or pictures (movie posters). High visibility– on walls, vehicles and even on trees. They are professionals who draw or write these posters. These people are in great demand during elections. Few decades ago posters were the only mode of advertisement for films. Posters are most common and cheapest means –reach to maximum number of people , highest risk of damage due to rain and sun, eating by cattle, tearing. Posters inform us of opening of new business, ventures, shops, coaching classes, programmes related to dance, drama, exhibitions, release of new movies. As their reach is wide posters are quite common in india.8. COLOUR AND LAYOUT: The use of colour is symbolic. Three colours – indian flag. White gathering- conveys death. Certain colours are associated with political parties. Sports- jerseys. Some professional like doctor, lawyer—uniform.christian bride- white.So colour reflect different ideas depending on cultures and countries. Business houses have logos designed in specific colours. Bank of baroda logo mcdonald logo.Hospitals and doctors waiting room require soothing colours colour give look small room to big rooms- highlight dull corners of rooms.Layout of a structure, the design of a room, the arrangement of furniture and the placing of doors, window and artifects are of great importance today. While constructing-follow vastu shastra or fengshui bring positive energy. In org. Open cubical convey openness, closed cabins- unapproachable.Senior persons room –the desk distances from his subordinates or visitors. In the same room– provision of formal setup.We appreciate the ambience and decor of some houses, offices and hotels which proves that arrangement, design and colour speak much about the premises.9. SOUND: The ringing of the alarm, the bell in college, mobile ringtones, part of our daily lie. Music is associated with the product. Audio-visual technology also aids verbal communication. Org. Make use of films, television to convey progress of the company.lcd helps during pptInspite of all these, non-verbal messages are observed to get to the depth of verbal communication.