BC !st Module.pptintroduction to Business communication this material is for beginners who would lik e to explore their knowledge in Communication

introduction to Business communication this material is for beginners who would lik e to explore their knowledge in Communication

2. Business Communication

3. Defining Communication
•The transfer of information and understanding from one
person to another person.
•It is a way of reaching others with facts, ideas, thoughts and
values
•It is a bridge of meanings among people so that they can
share what they feel and know.
•By using this bridge a person can cross safely the river of
misunderstanding that sometimes separates people
-Keith Davis –Human behavior at work

4. Importance of communication in
management
FORECASTING
&PLANNING
ORGANISING
INSTRUCTINGCOORDINATING
CONTROLLING

5. Why Business depends on
Communication?

6. Business dependency on Communication
•According to the late business management expert Peter Drucker, "Knowledge
has to be improved, challenged and increased constantly, or it vanishes."
Business managers need to monitor, train and offer feedback at every turn to
manage knowledge in the workforce.
•The primary objective of communication within business should be to motivate
and challenge the team to build the energy to seek improvement and create
effective action. External communication cannot be neglected as it is key to
attracting and retaining customers.
•Without good communication, initiatives cannot be carried out and front-line
workers cannot be relied upon to further the company mission. This relates to
verbal as well as written communication, including documented policies and
procedures.
•Get Work Done :It is only by adapting the varied communication processes
like speech, body language, gestures, and other feedback mediums that any
work can be expected to get done. An instruction, for example, that is given by
a boss to his subordinate needs to be carried through till the final stage of
execution. If the process of communication and feedback is missing, an end
result is never possible.

7. •Avoid Misunderstandings : When two people work together, there is bound to be
miscommunication at times, which can lead to misunderstandings and other
problems in the workplace. Which naturally affects the work adversely and the
business suffers. Communication offers a platform whereby all the
misunderstandings can get cleared and one can hope for solutions. This is crucial if
there has to be a success made of the plan.
•Increase Productivity and Efficiency :When there is a proper communication
process taking place then the productivity and efficiency of the employees increases.
This is because the right information is dispelled and the correct action executed.
Therefore, there is no, or very less scope for mistakes to happen.
•When communication lines are open between a business and its customers, it can
directly affect the sales of the business. When a business effectively communicates
to prospects and customers how its products and services can benefit them, it
converts prospects into customers. Good communication ultimately boosts the
bottom line of a business.
•Employee Job Satisfaction :When there is scope for open communication at the
work place. There is a clear path provided, whereby the seniors and subordinates can
talk and solve workplace conflicts amongst themselves. If a surety is provided by the
employers that open workplace communication will be given scope and it will be
accepted in a healthy manner, then the problems and conflicts that a company faces
will be dispelled and the productivity will increase, thereby increasing the profits as
well.

8. Communication Process

9. Models of Communication
Linear Model
Sender
Message
Media
Message Receiver Action
1.This is the first model of communication.
2.This model states that , receiver
passively receive the message and acts
as intended to control the receiver.
3.It is assumed that the receiver gets the
message and understands the
information.

10. Two Way Communication Process

11. Process of Communication
Shannon Weaver Model
Information
source
Encoding
process
Decoding
process
Destination
Channel
Noise
Feedback

12. Shannon Weaver Model
•It was first published in the Bell System Technical Journal.
•It was based on the mathematical or mechanistic view of
communication process in which the basic problem is that the
message received is not equal to the message sent.
•In the year 1949, Weaver introduced feedback as a corrective to
noise.
•This model hold that linear act is the basic and feedback is another
new act of communication. This is why in this model feedback is
showed in dotted lines.

13. Models of Communication
Shannon Weaver Model
Information source:
•The communication process begins with the information source. The sender
has some raw information. His intentions changes that information into
message to be communicated. The source of a message therefore ,is the
information source of the communication process.
•A manager sending a message to employees assumes they will be receptive.
While direct mail advertisers assume that receives will give only a quick
glance to their message.
•Ability to accurately predict how a message will affect its receiver and skill
in adapting that message to its receiver are key factors in successful
communication.

14. Models of Communication
Shannon Weaver Model
Encoding Process:
The next step in the communication process involves encoding. This means
converting the idea into words or gestures that will convey meaning.
•A major problem in communicating any message verbally is that words
have different meanings for different people.
•When misunderstanding results from missed meanings, it’s called
bypassing
•Dr. pepper Cola promotion failed in Britain because, they used the same
slogan that they used in America. The slogan was
“ I am a Pepper”but in Britain Pepper is a negative word.

15. Models of Communication
Shannon Weaver Model
Channel :
The medium over which the message is physically transmitted is the
channel. Messages may be delivered by computer , telephone , letter ,
memorandum ,report , announcements, picture , spoken words , Fax, Cell
phone, pager.
•Communication channel delivers both verbal and nonverbal messages,
senders must choose the channel and shape the message carefully.
•A company may use its Annual report as a channel to deliver many
messages to stockholders/ Share holders.

16. Models of Communication
Shannon Weaver Model
Channel:
•Anything that interrupts the transmission of a message in the
communication process is called “ Noise”.
•Channel noise ranges from static that disrupts a telephone conversation to
typographical errors in a letter or e-mail.
•Such errors damage the credibility of the sender.
•Channel noise might have even include the annoyance a receiver feels
when the sender chooses an improper medium for sending a message ,
such as announcing a loan rejection via postcard or firing an employee bye-
mail.

17. Models of Communication
Shannon Weaver Model
Decodes message:
•The individual for whom the message is intended is the receiver.
•Translating the message from its symbol form into meaning involves
decoding.
•Only when the receiver understands the meaning intended by the sender –
that is, successfully decodes the message.
•Decoding can be disrupted internally by the receivers lack of attention to or
bias against the sender.
•It can be disrupted externally by loud sounds or illegible words.

18. Models of Communication
Shannon Weaver Model
Decoding:
•Decoding can also be sidetracked by semantic obstacles
such as misunderstood words or emotional reaction to
certain terms.
•A memo that refers to all the women in an office as “girls”,
may disturb its receiver so much that they fail to
comprehend the total message.

19. Models of Communication
Shannon Weaver Model
Feedback :
•The verbal and nonverbal responses of the receiver create feedback, a vital
part of the communication process.
•Feedback helps the sender know that the message was received and
understood.
•If , as a receiver, you hear the message “ how are you”, your feedback
might consist of words (“I’m fine”) or body language ( a smile or a wave of
the hand )
•Sender can improve feedback by timing the delivery appropriately and by
providing only as much information as the receiver can handle.

20. Models of Communication
Shannon Weaver Model
Feedback :
•The best feedback is descriptive rather than evaluative.
•For example: here’s a descriptive response : I understand you
want to launch a used golf ball business. Here’s an evaluative
response : Your business ideas are always wired.
•An evaluative response is judgmental and doesn’t tell the
sender if the receiver actually understood the message.

21. Model of Communication
Shannon Weaver Model
Ideation
Encoder
Message
Channel
Receiver
Feedback
An organizations policy to be circulated among all employees through
news bulletin
The editor /person who writes the policy
The content (policy details ) and the words/ pictures used to
convey the policy to the employees
The medium –in this case the news bulletin
The audience of the message –for whom the policy is intended and
who read the bulletin
Employee’s reaction to the policy communicated

22. PURPOSE OF COMMUNICATION
1.Forinstruction:Theinstructivefunctionunvaryingandimportantlydeals
withthecommandingnature.Itismoreorlessofdirectivenature.Under
this,thecommunicatortransmitswithnecessarydirectivesandguidanceto
thenextlevel,soastoenablethemtoaccomplishhisparticulartasks.In
this,instructionsbasicallyflowfromtoptothelowerlevel.
2.Forintegration:Itisconsolidatedfunctionunderwhichintegrationof
activitiesisendeavoured.Theintegrationfunctionofcommunication
mainlyinvolvestobringaboutinter-relationshipamongthevarious
functionsofthebusinessorganization.Ithelpsintheunificationof
differentmanagementfunctions.
3.Forinformation:Thepurposesorfunctionofcommunicationinan
organizationistoinformtheindividualorgroupabouttheparticulartaskor
companypoliciesandproceduresetc.Topmanagementinformspoliciesto
thelowerlevelthroughthemiddlelevel.Inturn,thelowerlevelinforms
thetoplevelthereactionthroughthemiddlelevel.Informationcanflow
vertically,horizontallyanddiagonallyacrosstheorganization.Becoming
informedorinformothersisthemainpurposeofcommunication.

23. 4.For evaluation: Examination of activities to form an idea or judgment of the
worth of task is achieved through communication. Communication is a
tool to appraise the individual or team, their contribution to the
organization. Evaluating one’s own inputs or other’s outputs or some
ideological scheme demands an adequate and effective communication
process.
5. For direction: Communication is necessary to issue directions by the top
management or manager to the lower level. Employee can perform better
when he is directed by his senior. Directing others may be communicated
either orally or in writing. An order may be common order, request order or
implied order.
6. For teaching: The importance of personal safety on the job has been greatly
recognized. A complete communication process is required to teach and
educate workers about personal safety on the jobs. This communication
helps the workers to avert accidents, risk etc. and avoid cost, procedures
etc.
7. For influencing: A complete communication process is necessary in
influencing others or being influenced. The individual having potential to
influence others can easily persuade others. It implies the provision of
feedback which tells the effect of communication.

24. 8. For image building: A business enterprise cannot isolate from the rest of
the society. There is interrelationship and interdependence between the
society and an enterprise operating in the society. Goodwill and confidence
are necessarily created among the public. It can be done by the
communication with the different media, which has to project the image of
thefirm in the society. Through an effective external communication
system, an enterprise has to inform the society about its goals, activities,
progress and social responsibility.
9. For employees orientation: When a new employee enter into the
organization at that time he or she will be unknown to the organization
programs, policies, culture etc. Communication helps to make people
acquainted with the co-employees, superior and with the policies,
objectives, rules and regulations of the organization.
10. Other: Effective decision-making is possible when required and
adequate information is supplied to the decision-maker. Effective
communication helps the process of decisionmaking. In general, everyone
in the organization has to provide with necessary information so as to
enable to discharge tasks effectively and efficiently.

25. Conditions for Successful Communication
•Keith Davis lays down the rule of five to guide the receiver to be an
effective elements of the communication process.
•In the communication process, the role of receiver is, I believe, as
important as that of sender.
•There are five receiver steps in the process of communication.
•They are receive, understand, accept, use and give a feedback.
•Without these steps, being followed by the receiver, no communication
process would be completed and successful.

26. Conditions for Successful Communication
Communication is successful when:
-The message is properly understood
-The purpose of the sender is fulfilled
-The sender and receiver of the message remain
linked through feedback

27. Basic Communication Skills Profile
Communication Order Learned Extent Used Extent Taught
Listening First First Fourth
Speaking Second Second Third
Reading Third Third Second
Writing Fourth Fourth First

28. The Seven Cs of Effective
Communication

29. Seven Cs of Communication:
1.Candidness –honesty, truthfulness, bluntness
2.Clarity –simplicity , precision, clearness.
3.Completeness –totality , unity , fullness
4.Conciseness-shortness, brevity, Succinctness
5.Concreteness –compactness ,neatness, density.
6.Correctness-accuracy, suitability , appropriateness
7.Courtesy –politeness, good manners , consideration.

30. Candidness:
•In all business transactions, our view of a matter should be
honest, sincere and guileless.
•We should speak and listen without any bias.
•Our guiding principle should be fairness to self and to
others involved in the situation.
•Candid talk also exhibits the speakers self confidence. In
oral communication the key element that creates impact is
confidence.

31. Clarity:
•The principle of clarity is most important in all
communication, especially when you are
involved in face-to face interaction.
•To ensure that we express ourselves clearly, we
should use accurate and familiar words.
•Thoughts should be clear and well organized.
•We should know what we want to say and
why.

32. Completeness:
•Clarity is ensured also by completeness of message.
•In conversation or oral presentations one can miss some
parts of the communication. It is therefore , essential that
ones presentations, discussions should be as far as possible
planned and structured.
•The principle of completeness requires that we
communicate whatever is necessary and provide answer to
all possible questions that are raised.

33. Conciseness:
•In business and professional communications, we should be
brief and be able to say whatever we have to say in
minimum words.
•We should avoid being repetitive.
•We sometimes believe erroneously that by repeating
whatever has been said , we add emphasis to our message.

34. Concreteness:
•It means being specific, definite in describing events and
things.
•It also means the vivid descriptions of an event or state.
•Avoid using vague words . In oral communication we need
to choose precise words

35. Correctness:
•In the spoken form of communication grammatical errors
are not uncommon.
•The speaker tends to forge the number and person of the
subject of the verb if the sentence is too long.
•Sometimes event the sequence of tense is wrong

36. Courtesy:
•In conversational situations, meetings and group
discussions, an effective speaker maintains the proper
decorum of speaking.
•One should say things with force and assertiveness without
being rude.
•Courtesy demands that we don’t use words that are insulting
or hurtful to the listener.

37. Seven C’s of Communication
The Cs The desired Undesirable
Courtesy YouareKindlyrequestedto
submitthetravelbills
Youhadbettersubmitthe
travelbillsotherwisethe
followingaction
Clarity You are kindly requested to
submit the travel bills by
Saturday afternoon every
week
Travel bills must be
submitted in time
Conciseness Please submit the travel bills on
the afternoon of every Saturday
Travel bills must be submitted
on Saturday of every month
and preferable before 3PM,
otherwise we would not accept
them.

38. Seven C’s of Communication
The Cs The desired Undesirable
ConcretenessPleasesubmitthetravelbillsby
everySaturday3pm
Travelbillssubmissionis
necessarybyweekends
Correctness We waitedfourdays to receive
your bills
We waited 4 days to
receive your bills
Consideration As soon as yousubmit the bills,
we will release the payments
due to you
The payments due to will
be released as soon as
you would have
submitted your bills to us
Completeness Please submit the travel bills by
3p, every Saturday in the
personnel department
Submit your travel bills
on time.

39. Principles of effective
communication
•Simplicity
•Face to face communication
•Use of feedback
•Listening with understanding
•Conducive environment
•You factor
•Awareness of audience

40. Barriers to Communication

41. Barriers to Communication
Barriers of Communication
Verbal
Barriers
Nonverbal
barriers

42. Verbal Barriers to Communication
Inadequate Knowledge or Vocabulary:
•Managers when they don’t have sufficient technical
knowledge.
•When managers don’t hold sufficient knowledge about the
audience expectations.
•When managers don’t express their ideas due to lack of
vocabulary.

43. Verbal Barriers to Communication
Differences in interpretation:
•Sometimes senders and receivers attribute different meanings to the
same words. When this happens, miscommunication can occur.
•Words have both a “ denotative”and “connotative”meaning.
•Denotation refers to the dictionary meaning
•Connotation refers to the subjective, emotional meaning that you attach
to a word.
For example: The word Plasticis a synthetic material that can be
easily molded into different form this is –denotation.
For some people, the word also has a negative connotativemeaning –
cheap or artificial

44. Verbal Barriers to Communication
Language Differences:
•In ideal world, all managers would know the language of each culture with
which they deal.
•International business people often say that you can buy in your native
language anywhere in the world, but you can sell only in the language of
the local community.
For example:
General Motors product Chevrolet Nova, when they advertised
in Spain . In Spanish phrase NOVA means “ it doesn’t go”.
Customers reacted to it negatively.

45. Verbal Barriers to Communication
Inappropriate Use of Expressions:
•Expressions are groups of words whose intended meanings
are different from their literal interpretations .
•They include Slang, jargon.
•Slang: It is an expression ,often short lived, that is identified
with a specific group of people.
For example: Circle of death –A lousy pizza,
Mad –Very ( as in “ Mad Cool”)

46. Verbal Barriers to Communication
Jargon: It is the technical terminology used within
specialized groups.
•They provide a very precise and efficient way of
communication with those familiar with it.
•The problem comes either in using jargon with someone
who doesn’t understand it or in using jargon in an effort to
impress others.

47. Verbal Barriers to Communication
Over abstraction and Ambiguity:
•An abstract word identifies an idea or feeling instead of a
concrete object.
For example: in communication memorandum is a
concrete word.
•Similar problem results from the overuse of ambiguous
terms such as some, several or far away.
•Which have too broad meaning for use in much business
communication.

48. Verbal Barriers to Communication
Polarization:
•Some people act as though every situation is divided into two opposite and
distinct poles, with no allowance for a middle ground.
•But most aspects of life involve more than two alternatives.
For example: you might assume that a speaker either is
Telling the truth or is lying. In fact, what the speaker
actually says may be true, but by selectively omitting
some information, which might be inaccurate or not
important

49. Non Verbal Barriers to Communication
Difference in perception:
•Individuals when they hear the same speech or read the
same document, people of different ages, cultures and so
forth often form very different perceptions.
•As a sender, you choose the details that seem important to
you, as a receiver if these details doesn’t fit, you are
inclined to distort the information rather than rearrange the
pattern of communication.

50. Non Verbal Barriers to Communication
Inappropriate Emotions:
•In most cases, a moderate level of emotional involvement intensifies the
communication and makes it more personal.
•However, too much emotional involvement can be an obstacle to
communication.
For example: excessive anger can create such an emotionally
charged environment that reasonable discussion is not possible.
•Such emotions tend to create a blocked mind that is closed to new ideas,
rejecting or ignoring information that is contrary to ones prevailing
information.

51. Non Verbal Barriers to Communication
Distractions:
•Any environmental element that restricts ones ability to
concentrate on the communication task hinders effective
communication.
•Such distractions are called noise.
For example: extreme temperature ,uncomfortable
seating.
•Competent communicators make the effort to write and
speak clearly and consistently and try to avoid or minimize
barriers

52. Tangible Differences
Gender
Age
Race
National or Cultural
Origin
Socioeconomic Class
Education Level
Urban or Rural
Residence

53. Tangible Differences
Gender
Age
Race
National or Cultural
Origin
Socioeconomic Class
Education Level
Urban or Rural
Residence

54. GENDER
Major influence on the way we
communicate with others.
When men and women work together in a
group, men tend to be more assertive and
self-confident.
Women are more likely than men to
express their emotions, to reveal how they
feel about a situation.

55. AGE
Young people and old people communicate
in different ways.
We do tend to judge a statement by
different standards if we know the
speaker’s age.
Aperson’s age or genderis not
important in judging the truth or
wisdom of what that person says.

56. Their maturity, their educational
backgrounds, and the different eras in
which they grew up make a Generation
Gapinevitable.

57. Intangible Differences
Perception
Motivation
Tunnel Vision
Ego
Defensiveness
Negative
Emotions

58. PERCEPTION
Our physical limitations are a
screen through which we
perceive things that exist in
our environment.
Our perception is also limited
by psychological screens
that we have developed.
Choosingfrom among the
many things within our
range of perception those
that we will notice, and
block out the restis called
“Selective Perception”

59. Mother:Will you straighten up your
room?
Teenager:Why? What’s messy?

60. Selective Perception
•Allows us not only to block out things
that are there, but also to see more
things than are there.
•Leads us to make our own reality!
•Most clearly seen in the human tendency
to stereotype others.

61. TUNNEL VISION
A closed way of thinking, especially
aboutabstract topics, such as
religion andpolitics.
•The person with tunnel vision is one who
has firmly fixed ideas
•The opposite side is open-mindedness
•Personwith tunnel visionhasattitude
seems to say; “I’ve already made up my
mind, Don’t confuse me with the facts!!!”

62. EGO DEFENSIVENESS
Aresponse pattern in which a person
who follows this pattern sees a
disagreement as a personal
attact.
A self-centered
communication
More than just being selfish

63. NEGATIVE EMOTIONS
Almost always obstacles to good
communication!
Especially true if the emotion is
uncontrolled, unfocused, or
misdirected.

64. DISTORTION BARRIERS
1.Distractions
2.Semantic Problems
3.Absence Of Feedback
4.Climate
5.Status And Power Differences

65. Distractions
It occurs where people
areconstantlycoming
in andleaving for one
reason oranother, and
experincedthe
frustration thatis
created by this
distractingtraffic flow.

66. Status And Power
DifferencesDifferences in
communications are
likely toparallel the
differences inpower.
Imbalance or
asymmetry
innegotiating power
leads the high power
partytoperform
significantlybetter than
thelow powerparty.

67. Semantic Problems
Distortionin communication comes
from semantics-the use of words or
expressionswhich have a different
meaning for the sender or receiver.
Createdwhen communicators use
technical jargon-usage common to a
particular field or specialization.

68. •Semantic barriers:Semantic barriers are also known as language barriers.
These barriers are caused due to improper communication between the
sender and the receiver. The following instances of semantic barriers can
be witnessed in communication.
•Poor quality of message: Message when communicated should be precise
and easy to understand, that makes it easy for the receiver to grasp the
information conveyed.
•Sometimes, due to the lack of clarity or complexity of the way of providing
information from the sender, there can be a case of semantic barriers.
•For e.g. A manager is conversing in English to a group of workers who
understand and speak Bengali. It will create confusion among workers as
they will not be able to understand what is being conveyed by the
manager.
•Technical language: Language barriers also arise when the sender of the
message is speaking in technical terms while the receiver is unaware of
the terms. It creates confusion and misunderstanding between the sender
and receiver by acting as a barrier to effective communication.

69. Psychological Barriers:Psychological barriers play an important role in
interpersonal communication as the state of the mind of the sender or the
receiver can make it difficult to understand the information that is
conveyed, which often leads to misunderstanding.
Here are some instances where psychological barriers to communication can
be seen.
1. Premature evaluation of information by the receiver even before it is
transmitted can lead to barriers in communication, as it will create
premature conclusion to the message, which withholds the original
message.
2. Inadequate attention from the receiver’s end at the time of communication
can lead to barriers of communication as the information conveyed by the
sender is not properly received by the receiver.
3. When information is passed within multiple sources, the final information
is distorted as the receivers of the message are not able to retain
everything that was conveyed. This can cause communication barriers.

70. •Organisational barriers:Organisational
barriers are those barriers that are caused due
to the structure, rules and regulations present
in the organisation. The various types of
barriers that can be encountered due to
superior subordinate relationships where the
free flow of communication is not possible.
•Sometimes the complexity of organisational
structure and multiple managers make it
difficult to convey information properly, and
the information gets distorted leading to
miscommunication.

71. •Cultural barriers:Cultural barriers are those that arise due to
lack of similarities among the different cultures across the
world. A term that can be harmless in one culture can be
regarded as a slang in another culture. Moreover, various
beliefs can differ from one culture to another.
•Physical barriers:Physical barriers to communication are
those that arise due to certain factors like faulty equipment,
noise, closed doors and cabins that cause the information
sent from sender to receiver to become distorted, which
results in improper communication.
•Physiological barriers:Physiological barriers arise when a
sender or the receiver of the communication is not in a
position to express or receive the message with clarity due to
some physiological issues like dyslexia, or nerve disorders that
interfere with speech or hearing.

72. Guidelines for Overcoming Barriers of Communication
Adopt an audience centered approach:
•It means focusing on and caring about your audience , making effort to get
your message across in a way that is meaningful to them.
•When you address strangers, try to find out more about them; if that’s
impossible ,try to project yourself into their problem by using your
common sense
•By writing and speaking from your audiences point of view, you can help
them understand and accept your message.

73. Guidelines for Overcoming Barriers of Communication
Open Communication Climate:
•Successful companies encourage employee
contribute by making sure that communication
flows freely down , up and across the
organization chart.
•They encourage candor and honesty and their
employees feel free to confess their mistakes,
disagree with the boss and express their
opinions.

74. Guidelines for Overcoming Barriers of Communication
Facilitate Feedback:
•Giving your audience a chance to provide feedback is
crucial to maintaining an open communication climate.
•To encourage feedback, many companies use techniques
such as employee surveys, open door policies etc…

75. Types of Communication
•Verbal Communication: Verbal communication is the exchange of messages or information
between individuals using spoken words. It is the most common form of communication and
is used in a wide range of situations, from everyday conversations to public speaking events.
•Verbal communication involves not only the words we speak but also how we say them. The
tone of voice, pitch, volume, and speed of speech all play a role in how the message is
perceived by the listener. Nonverbal cues, such as facial expressions and body language, can
also enhance or detract from the message being conveyed.
•Effective verbal communication requires clarity, conciseness, and the ability to adapt to the
needs of the audience. This means using language that is appropriate for the context and
audience, avoiding jargon or technical terms that may not be understood, and being aware of
cultural differences that may impact communication.
•Verbal communication can be either formal or informal. Formal communication is typically
used in professional or business settings and follows specific rules or conventions, such as
using titles or avoiding slang. Informal communication is more casual and conversational and
is typically used in personal and social setting.

76. Nonverbal communication
•Nonverbal communication is the use of non-
spoken cues to convey meaning or
information. It includes body language, facial
expressions, tone of voice, gestures, and
posture. Nonverbal communication is an
essential component of human interaction
and can convey a wide range of messages,
including emotions, attitudes, and intentions.

77. •Here are some types of nonverbal communication and the effects they can have on the success of your
communication:
•Facial expressions:Your teenage cousin we referred to at the beginning of this section might have told you
he was happy, but his apathetic facial expression may have communicated different information. Facial
expressions—happy, sad, angry—help you convey your message. Be aware of your facial expression when
you talk and particularly when you listen, which is when it’s easy to forget.
•Gestures:When you speak, a gesture can make your message stronger. Pointing out something you want
your listener to look at more closely is an example of nonverbal communication that makes your message
understood. Motioning warmly toward a coworker who deserves special recognition, making a fist to show
frustration or anger, such gestures help further engage your audience when you speak.
•Proximity:How close you are to your audience when you speak sends a nonverbal message. If your size is
imposing and you leave a very small distance between you and your listener, it’s likely your nonverbal
communication will be a bit threatening. On the other hand, giving someone too much space is an
awkward nonverbal communication that might confuse your listener.
•Touch:Shaking an audience member’s hand, putting your hand on his shoulder: these are nonverbal cues
that can affect the success of your message. Touch communicates affection, but it also communicates
power. You can think about what kind of messages a job applicant may send through a weak handshake
versus a firm one after having a job interview.
•Eye contact:Making and maintaining eye contact with an audience when you’re verbally communicating
or listening communicates to the other party that you’re interested and engaged in the conversation.
Good eye contact often conveys the trait of honesty to the other party.
•Appearance:Your clothing, hair, and jewelry are also a part of nonverbal communication. If you put a
dachshund pin on your lapel each morning (because you have a pet dachshund), that says something
about you as a person. Similarly, the quality and condition of your clothing, how it fits, if it’s appropriate
for the season—all of these things speak nonverbally about you as a communicator.

78. •Nonverbal communication plays a significant role in our daily lives, and its
significance lies in the following:
•Conveys Emotions: Nonverbal communication can be used to express
emotions such as happiness, sadness, anger, or surprise. Facial
expressions, gestures, and tone of voice can all convey different emotions
and can help to enhance the meaning of spoken words.
•Supports Verbal Communication: Nonverbal communication can support
and reinforce the message being conveyed through verbal
communication. For example, a smile or nod of agreement can indicate
understanding or agreement.
•Indicates Attitudes: Nonverbal communication can also indicate attitudes,
such as respect, friendliness, or hostility. This can help individuals to gauge
the social dynamics of a situation and adjust their behavior accordingly.
•Communicates Status: Nonverbal communication can also communicate
status or power. For example, posture, eye contact, and the way a person
carries themselves can convey confidence or dominance.
•Cultural Differences: Nonverbal communication can vary significantly
across cultures. Being aware of cultural differences in nonverbal
communication can help individuals avoid misunderstandings and
communicate more effectively with people from different backgrounds.

80. Verbal Communication
80
Oral
Videoconferences
Presentations
Phone calls
Meetings
One-on-one conversations
Written
Miscellaneous
Reports
Email
Letters
Memorandums

81. Advantages of Oral Communication
•Quick feedback.
•Economy of time –fast communication
•Personal touch.
•Provides flexibility –opportunity to clarify and correct by
changing tone, pitch, voice and body language.
•Understanding-reactions of the audience.

82. Disadvantages of Oral Communication
•Lack of retention –spoken word is easily forgotten.
•No legal validity.
•Misunderstanding-poor vocal expression, unorganized
message led to misunderstanding.
•Lengthy message

83. Advantage of written Communication
•Provides records –permanent record for future reference,
decisions-making and planning.
•More accurate –they are carefully drafted they are
authentic, accurate and precise.
•More economical-they can be distributed to as many
members as possible at a relatively lower cost.
•Legal evidence.

84. Disadvantage of written Communication
•No personal touch –they are more formal in nature. Hence
they lack personal touch.
•Delay in feedback –the sender cannot get immediate
feedback from the receiver.
•Expensive –storing cost, postage etc..
•Time consumption –since one has to put the message in
writing , a lot of time is wasted.