Dr.M.A Mannam

1. Business Communication-Fall-2020
Methods of Communication

2. •“If you just communicate, you can get by, but if
you communicate skilfully, you can work miracles”
Jim Rohn

3. Methods of Communication

4. Different Methods of Communication
• (A) Verbal
1. Oral communication
2. Written communication
•(B) Non Verbal:
1. Visual 2. Audible 3. Audio-visual & 4. Silence.
•(c)Electronic Communication:1. E-mail 2. V-mail 3.
Video conferencing 4. Teleconferencing 5. Telecommuting 6.
Cellular phone 7. Facsimile(Fax) 8. Electronic bulletin boards.

5. Diagrammatically show the methods of comm.

6. Different Methods of Communication
• o
Communication
Non-verbal ElectronicVerbal
Written Oral Visual Audible
Audio-
Visual
Silence
Teleconferencing
Video
Conferencing
V-mail E-mailTelecommuting
Cellular
Phone
Electronic Bulletin
Boards
Facsimile (Fax)

7. Verbal comm. & its types

8. Verbal Communication
Verbal communication is so called because of the
use of the verbs or the language in the process
of communication. We use verbal communication
for most purposes. Verbal communication may
be of two types:
•1. Oral communication
•2. Written communication

9. What is oral communication ?

10. Oral communication
• Anything emanating from the mouth is referred to as oral.
It is more natural and immediate. In natural & informal
situations, we speak to communicate but it needs training
and practice to speak effectively in formal situations.
• Oral communications occurs in situations like conversations
telephone talk, interviews, presentations & meetings. The
use of language is primarily in speech. Writing comes after-
wards.
• In any organization, as in every day life, both formally &
informally, we communicate more orally than in writing. It is
primarily oral communication that builds up human
relationship.

11. •It is the use of gift of speech or talking that brings the memb-
ers of a family, neighbours, friends and likewise colleagues in
an organization together. Without oral communication any
organization will become lifeless.
•Henry Mintzberg (1973) Observed that most
managers spend between 50 to 90 percent of
their time in talking to people.
•People judge others by the way they speak. From the quality
of one’s voice & the manner of saying things, people deduce a
great deal about one’s personality in general & feelings at the
moment of speaking in particular. Whether one is feeling
confident, shy, frightened, excited, depressed, charming,
aggressive or friendly-is clearly judged by the way one speaks.

12. Forms of oral Communication

13. Forms of Oral Communication
•Every organization uses both the methods. It generally devel-
ops a set of practices & conventions regarding the use of vari-
ous forms oral communication. These are:
1.Briefing, 2.Lecture, 3.Seminar, 4.Group discussion, 5. Meeting
6.Presentation, 7.Interview, 8.Telephone conversion, 9.Face-
to-face conversion, 10.Dictation, 11.Instruction 12.conference
Merits of Oral Communication
Time saving, Easiness, Effective for illiterates, Cost savings,
Quick feedback, Complete understanding, Powerful means,
Informal com., Ease of flexibility, Efficacy, Leads to effective
motivation, Advantages of correcting information easily, Ens-
ures reliability, Advantages of establishing cordial relationship

14. Oral Communication: Demerits
1.No records 2.May lead to conflict & misunderstandings
2.Distorted meaning 3.May be based on inaccuracy 4.Limited
use 5.Confused speech 6.Inadequate time 7.Less legal validity
8.May lead to leakage of secret information 9.Important
messages may be overlooked 10.May make delay in decision
making 11.Sometimes carry less weight and become costly.
When oral communication is effective ?
1.Immediate response 2.Elaborate oral explanation 3.Secrecy
4.Illiterate audience 5.Lack of required time 6.Avoiding
7.sluggishness 8.Need for establishing direct relationship.

15. Principles of oral communication

16. Oral Communication: Essentials/Principles
•Clear pronunciation, Brevity, Expressive delivery, Precision,
Natural voice, Logical sequence, Suitable vocabulary, Mainta-
ining fluency, Courteous, Conviction, Attractive presentation,
Avoiding emotion, Maintaining people’s concentration.
Special tips for oral communication:
•Formal vs Informal oral communication
•Listening: Stop talking, Put the speaker at ease, Show the
talker that you want to listen, Remove distractions,
Emphasize the talker, Be patient.

17. Written communication

18. Written Communication
•The word ‘write’ has been derived from the old English word
‘writan’ which means, to scratch, draw or inscribe. It shows
that the man learnt writing through a long process of drawing
,scoring or carving symbol on rock faces, tree barks & clay
tables.
Famous English writer, Francis Bacon,
said, ‘Reading makes a full man, writing
an exact man and conference a ready man’
Written communication is the most formal
of all types of communication.
Features of written communication
Written communication is essentially a creative activity, Is
involved with time factor, Fewer cycles than oral comm.

19. Forms of written communication

20. Forms of written communication:
• Letters, Reports, Proposals, Memos, Notices, Newsletters,
Circulars, Research papers, Articles, Bulletins, In-house journals,
E-mails, Faxes, Manuals, Handbooks, Brochures, In-formation
booklets.
Written Communication for Management:
Special management bulletin, Management News letters, For-mal
management reports, Policy statements, Supervisors’ handbooks,
Special publication for supervisors, Reports.
Written communication for Employees:
Employee bulletin, Employee newspaper, The monthly house organ,
Question box, Complain books, Reading racks, Board & poster,
Leaflet, Special report, Circular notice, Annual financial statement
List of work.

21. Merit and Merits of Written Communication

22. written communication: Merits
• Accurate & precise, Authoritative document, Clear understanding,
Permanent record, Wide access, Effective presentation,preventive
from passing the buck, Facilities of duplication, Delegation of
authority, Less possibility of distortion, Reduction of risks,
alternative method, Effective control,Avoiding exaggeration
Personal image, Creating confidence.
written communication: Demerits:
Expensive, Costly process, Time consuming, Delayed feedback
Useless for illiterate, Delayed clarification, Lack of personal
relations, Lack of flexibility, Red-tapism, Complexity &
sluggishness, Delayed correction, Difficult to maintain secrecy.

23. Differences between oral & written
communication

24. Differences between oral & written communication
Oral Communication Written Communication
Communication is done orally Communication is done in written
Good relations are established Difficult to establish relationship
Media are oral in nature: telephone
calls, Face-to-face discussions, etc.
Media are written in nature: letters
and memos, etc.
Difficult to preserve as documentary evidence Easily preserved as future evidence
Direct two-way comm. is possible Face-to-face direct link is not possible
Not so much formalities are observed in O.C Written comm. is based on formalities
Distortion may take place in the process Difficult to distort message in written communication
Differences in relation to flexibility, applicability, cost factor, Time
factor, Sluggishness, Reliability and Emotion can be considered.

25. Non-verbal comm.

26. Non Verbal Communication

27. Diagrammatically representation of
Non-verbal Communication

29. Non Verbal Communication

30. Non Verbal Communication

31. Defining Non-verbal communication
• As indicated by the name, non-verbal communication is
communication without the use of words.
•So, the communication that involves neither written nor
spoken words but uses symbols other than word or language
is known as non-verbal communication.
Words carry the stated meaning; non-verbal signals transmit
the implied meaning. When the stated meaning & the implied
meaning are put together, we get the actual or total meaning.
• According to Ray Birdwhistell, in a face-to-face interaction,
spoken words account for only 35% of the total meaning pro-
duced while the remaining 65% is obtained from non-verbal clues

33. • As far as the research on body language is concerned, Albert
Mehabian found that the total impact of a message is about 7%
verbal (words only) 38% vocal and 55% non-verbal.
So, non- verbal communication is communication without the use of
written or spoken words, like body movements, voice-patterns, time,
touch, etc.

34. Characteristics of non-verbal comm.

35. Characteristics of non-verbal communication
•Often a spontaneous process;
•Verbal and non-verbal clues coexist;
•Body posture, gestures & dress are suggestive of social status
and education level;
•Non-verbal clues are more reliable than verbal clues;
•Culturally biased;
•Should be interpreted in context;
•Not suitable for lengthy, complex messages;
•Can be affected.

36. Broad Categories of Non-verbal communication

37. Broad Categories of Non-verbal communication
•Broadly may be categories into these parts:
•Visual Communication: Kinesics, Proxemics, Chronemics
•Audible Communication: Paralanguage, Siren, Calling bell,
Ringing bell.
•Audio-visual: Videotapes, Cinema show
•Silent Communication.

38. Visual Communication

39. Visual Communication
Visual communication is the conveyance of ideas &
information in forms that can be seen. Visual communication
in part or whole relies on eyesight.
When communication is done through a visual technique, it is
called visual communication. It is not verbal or word based
communication rather it consists of variety of diagrams, graphs
photographs & gestures. The visual communication may take
the following forms:
•Kinesics or body language
•Proxemics or Space language
•Chronemics or Time language

40. Kinesics or body language
•A systematic study of the movement of human body in the
process of communication is called Kinesics.
•In face to face interaction, body language plays an important
role. We begin to form an impression about a speaker as soon
as see him. The way he is dressed, the manner in which he
moves, stands, or sits – all these give a significant clue to his
personality, that is, the kind of person he is. It is only rarely
that our impression is belied when he speaks.
•Kinesics or body language includes:
1. Personal appearance 2. Facial expression 3. Eye contact
4. Movement 5. Postures 6. Gestures 7. Touch (Haptics).

42. Personal Appearance

43. •‘Apparel oft proclaims the man’- this is what
Shakespeare said centuries ago but the
statement holds good even today.
The listeners would form their first impression
about you from your personal appearance.
You should, therefore, consider this aspect as a part of
the message you communicate. If you are properly
dressed & look smart, you would induce among the
listeners a receptive mode. They would form a
favorable impression & become eager to listen to you.
•The choice of your dress should suit the occasion.

44. •In general, a sober, simple, neat, formal & comfortable
dress that you habitually wear would be all right for the
occasion such as personal interaction for a professional
purpose, oral presentation, group discussion, interview,
etc.
•If you are clean and well-groomed, a feeling of trust &
expectancy would be generated & you would exude
confidence and speak or interact with proper poise.
•And thus you would have already marched a few steps
on the road to success in communication even before
you start speaking.

46. Facial Expression
•Its mobile features and muscles express a number of feelings
& emotions. They are used for a faithful reflection of thoughts
and true feelings.

47. •Psychologists say that the face is the index of mind as
they are expert in reading faces. A glance at someone’s
face is enough to give them clues about the subject’s
mental state. Expert communicators are also masters of
this art.
•Face is the most impressive part of the body. Facial
expressions convey a wide range of responses like
acceptance, rejection, satisfaction, dissatisfaction,
friendship, hostility, interest, indifference, confidence,
nervousness, determination, fickleness, optimism,
dejection, ease, discomfort, pain, pleasure, joy, grief
surprise, shock, boredom, etc.

48. •A subordinate completes an assignment and takes it to
the boss. The boss glances at the work & gives a smile.
•The smile expresses the boss’s satisfaction & approval.
•A frown(åæ †KvuPKv‡bv) would have suggested dissatisfaction
& may be anger.
•Wrinkles (KwzÂZ†iLv ev fuvR)on the face suggest worry.
•Raised eye-brows, wide-open eyes, gaping mouth show
surprise and even shock.

49. Eye Contact
•Eyes reflect several personality traits such as intelligence,
sincerity, confidence, conviction etc.
- Raised looks indicate dominance & downcast looks suggest
weakness & submission and are called to be the windows
of the inner self;
- Before speak to a group, look at them and pause for a while
before you say anything because speaking as soon as one
reaches the dais shows the lack of poise & creates a poor
impression to the audience;
- While speaking, maintain eye contact with the entire
audience around the room, not to anybody.
- Don't look at the ceiling or outside through the window
which is a sign of rudeness or nervousness.

50. Movement
•Movement from one place to another in front of a
group of a listeners also gives a clue about your
personality and conveys a message about the kind of
person you are.
•You would be watched by the audience when you
walk to the dais from your seat & when you move on
the dais while speaking.
- Don’t rush to the dais when invited;
- Don’t get up with a jerk before starting to speak;
- Don’t move on the dais like a pendulum or a piston.

51. •A general rule is:
•Walk at normal speed with a upright posture and with
proper poise- this would enable you to relieve tension, help
to draw the attention of the listeners & change the pace of
presentation.
• If there is a question-answer session after your talk, you
should answer from the place you are standing. You may,
however, move a few steps towards the left or right side
to get a little nearer to the person who asked the
question but do not go too close to the audience
because this is a sign of being aggressive.
•When the session is over, walk back to your seat
gracefully & watch the rest of the proceedings with
equipoise (a state of balance).

52. Postures

54. • - Kinesics or body language: Personal appearance, Facial expression,
Eye contact, Gestures, Postures, Touch (Haptics).
Nancy Kimball Austin is an American writer and business consultant,
best known for co-writing the bestsellers A Passion for Excellence and
The Assertive Woman.

55. Proxemics/ The language of space :
• Proxemics is the study of how we use space around to communicate
the message. A systematic study of the use of space in face-to-face
interactions is called proxemics. Proxemics is the ‘personal space
language’ as kinesics is the ‘body language’. Use of space in a particul-
ar way reveals a person’s personality.
Man has his own personal portable “air bubble” that he carries
around with him. Edward T. Hall coined these air bubble or spaces as
“proxemics” and describes four types of informal spaces to know
human relationship and status.
- Intimate : physical contact to 1.5 feet
- Personal : 1.5 feet to 4 feet
- Social : 4 feet to 12 feet
- Public : 12 feet to range of eyesight and hearing.

59. • Intimate /private space: From personal touch to 18 inches:
members of a family, spouses, & close relatives. Others enter
this zone only in special circumstances, such as to congratulate,
to console or to share together a moment of excitement.
Interaction- handshake, a pat on the back, a hug, arms round
the neck, engaging looks & intimate whispers.
In Business, intimate space is used for discussion of confidential
matters and for taking significance decisions at the apex level.
• Personal space: ( from 18 inches to 4 feet) : Suitable for interaction
among friends, colleagues, dyadic communication between
employees. In Business, this zone is also used for small group
meetings and personal interviews. Since the listeners are close by, the
discussion is often marked by warmth, friendliness, spontaneity and
interpersonal fellowship.

60. Social space
- Social space: (4 feet to 12 feet): is suitable for large
group meetings, briefing sessions, large group
interviews, etc. Because of presence of greater
number of people, the discussion tends to be formal.
It facilitates participation of more people in the
discussion. That is why social sp- ace is most
frequently used zone for group interactions in
professional organizations.
The decisions taken & the results arrived at in such
interactions regulate the day-to-day working of the
organization & at the same time help it move in new
directions for further development.

61. Public space
• - Public space: (12 feet to as far we can see and hear [using
microphone]): is used for public meetings, conferences
and conventions, etc. Since the distance between the
speaker and the audience is long, the participants are
less involved in the event. The speaker finds it
difficult to establish and maintain eye contact with the
entire audience and is thus unable to get immediate
feedback.
That is why space events in this situation are often
used for dissemination of information of general
interest and persuasion of people to a particular
viewpoint or course of action- like political speeches.

63. • Winking- To close one & open it again quickly, specially as a
private signal to sb, or to show sth is a jke.
• Nodding- If you nod, nod your head or your head nods- you
move your head up & down to show agreement,
understanding etc.
• Pitch- How the sound is high or low, specially in a musical
note.
• Frown-To make a serious, angry or worried expression by
bringing your eyebrows closer together so that lines appear
on your forehead.
• Blinking-when you blink or blink your eyes or your eyes
blink, you shut and open your eyes quickly.

64. Electronic Communication:

65. • o
(c)Electronic Communication:
1. E-mail 2. V-mail
3. Video conferencing
4. Teleconferencing
5. Telecommuting
6. Cellular phone
7. Facsimile(Fax)
8. Electronic bulletin boards.

72. •Visual signs:
•Audio signs:
•
Facial expression: Gestures:

73. • Postures:
• Eye contact:

74. Types of Non-verbal Communication

77. • Frown- To make a serious, angry or worried expression by bringing your
eyebrows closer together so that lines appear on your forehead.
• Winking- (wink)To close one eye & open it quickly, specially as a private signal to
somebody, or to show something is a joke.
• Slouching-(Slouch) To stand, sit or move in a lazy way, often with your shoulders
& head bent forward.
• Untidiness (untidy) – Not neat or well arranged; in a state of confusion(of a
person-not keeping things or well organized).
• Nodding ( Nod/nodd) – you move your head up & down to show agreement,
understanding.
• Waving (wave) – Movement of arm, hand, body.
• Swearing – rude or offensive language- I was shocked at the swearing.
• Gesture- A movement that you make with your hands, your head, or your face to
show a particular meaning.
• Posture- The position in which you hold your body when standing or sitting.