2 Types of Business Communication
Ipshita Bansal
Understand the various types of Business Communication. Identify the types of corporate communication
- Introduction to Types of Business Communication
To understand the business communication properly it is very essential to understand the types of business communication.
Communication can be Internal i.e. within the organisation like memos, notices, policy statements, office orders etc. or it could be External i.e. with parties outside the organisation like advertisements, sales presentations, business letters, annual reports etc. Communication can also be Formal like official correspondence, notices, CEO’s address to the employees etc. or Informallike casual discussions or conversations between colleagues or grapevine ( word of mouth dissemination of information across the organisation which may or may not be true). But broadly, all the above stated types of communication fall in either of the 2 categories of Verbal or Non Verbal communication.
- Non- Verbal Communication
Non-Verbal Communication is the most basic form of communication in which the person transits the idea without the use of the words. Non verbal communication means the communication which takes place between the two individuals without the use of the words. Non verbal Communication is the integral part of the communication. It helps in effectively communicating. The use of the non-verbal communication is prevalent from the ancient times. Our ancestors used the various symbols and signs which constitute the nonverbal communication. For example: Our ancestors gritted their teeth to show anger, they smiled and touched one another to show love, affection and sympathy.
In our day to day life we are using non-verbal communication all the time whether knowingly or unknowingly. We use the non verbal communication to show our likes, dislikes, love, affection, dependence, superiority and other feelings. For example, Theway we position ourselves, hold our hands, tilt our heads, etc. depict our feelings and attitude.
4.1 Meaning
NonVerbal Communication is dissemination of messages through a medium other than speech or writing.
4.2 Types of Non-Verbal Communication
The non-verbal communication is categorised in the two categories i.e. Signs & Symbols and Body Language.
The types of signs and symbols are but not limited to the following:
i. Traffic Lights: Red, green and yellow lights denote Stop, Go and Slow Down respectively which is very clear to all the vehicle drivers enabling the traffic to go smoothly.
- Sirens and Whistles: Different types of sirens and whistles have meaning attached to them which enables the listeners to understand what they have to do once they hear a particular siren or whistle. For example siren of an ambulance denotes that way has to be given to the vehicle so that it can reach the hospital with speed, so that life of the patient can be saved.Employees in a building are made aware that a particular siren denotes that there is fire hazard and they have to immediately vacate the building.
- Road Pictographs: Another importantform of signs is road pictographs which gives an indication to the traveller what to expect ahead or what he can or can not do in the area.
- Telephone Ring: Long ringing bell of thetelephone on the receiver’s side indicate disinterest where as if the phone is picked up immediately this indicate the receiver is interested in what the sender wants to say. Hence the companies train their customer care employees to receive the calls immediately as this shows the company’s commitment to serve their customers well.
- Hand Indications:In many fields like traffic control, army tactics, sports, construction, excavation, dance etc hand signals or movements have specific meaning which are enough to convey the message with out speaking.
- Meaning of colors: Colors used at different occasions or by different people carry meaning. For example red color denote danger , white denotes peace and purity, green denotes environmental friendlyetc.
The components of Body language are the following:
i. Kinesics: It is the study of facial expressions, postures & gestures.
ii. Oculesics: It is the study of the role of eye contact in non verbal communication.
iii. Haptics: It is the study of touching. Acceptable level of touching vary across cultures.
iv. Proxemics: It is the study of measurable distance between people as they interact.
v.Chronemics: It is the study of use of time in non verbal communication. Keeping someone waiting for long may give a hint to that person that he is not welcome or respected.
vi.Paralinguistics: It is the study of variations in pitch, speed, volume, and pauses to convey meaning. Interestingly, when the speaker is making a presentation and is looking for a response, he will pause. However, when no response is desired, he will talk faster with minimal pause.
vii. Physical Appearance:One’s physical appearance always contributes towards how people perceive you. Neatly combed hair, ironed clothes and a lively smile will always carry more weight than words.
Source: http://managementstudyguide.com/non-verbal-communication.htm
4.3 Functions of Non-Verbal Communication
According to Bovee andThill –Non-Verbal Communication performs the following functions:
4.3.1 Provide information
Non- Verbal Communication helps to send or receive information when the sender does not want to speak or write or it is not possible to do due to limiting circumstances. For example:
If the teacher in the class room puts finger on the lips it means he/she is instructing the students to sit silently in the class room. There are many more examples of this kind like raising finger toward someone means pointing that individual.
4.3.2 Effective flow of Communication
Non-verbal communication helps to regulate the flow of the communication.
For Example:
If the receiver of the message does not show any facial expressions or body movement, the sender will understand either he is not listening or if listening then he is not interested, and if he is listening and interested then surely he is notunderstanding. So, non-verbal communication helps to regulate the flow of the communication.
4.3.3 Express Emotion
Non-verbal Communication helps to express the emotions and feeling of the human being. We use the non- verbal cues to express love, affection, superiority, dependence, liking, disliking, respect and many other feelings.
4.3.4 Compliments & Expand Verbal Messages
Non-verbal cues compliments the verbal communication and attaches more meaning and clarity to it. Through the non-verbal cues of facial expressions and body language one can deliver one’s message very effectively. Non-verbal cues also help to provide the feedback to receiver. For example:
Nodding of head or raising of thumb helps the sender to understand that the receiver likes his idea.
4.3.5 Control & Influence others
Through non-verbal communication you can make your message effective and it helps the sender to impress and influence the audience too.
4.4 Advantages of Non-Verbal Communication
Non-verbal communication provides us the following benefits due to which it is very important to learn non-verbal cues.
4.4.1 Reliability
Non-Verbal Cues are the taken as the most reliable source for believing that the message delivered by the sender is real and actual. As the words can be easily controlled by the person but the controlling the facial expression and body language is quite hard. So by giving attention to the non-verbal cues we can have a better understanding of the message and even protect ourselves from cheating ordeceit.
4.4.2 Efficiency
Non-verbal communication is important for both the parties involved in the process of communication. Non-verbal communication is efficient from both the sender’s and as well as receiver’s point of view as through the non-verbal communication more meaning is conveyed in lesser time and through lesser words.
4.4.3 Credibility
Non-verbal cues play a very important role in establishing the credibility of the speaker. The speaker in such cases may be a leader, a teacher, a sales executive, a CEO, a priest or just any one performing any life role. Through learning how to control the facial expression, body language, voice and appearance, one can manage one’s credibility.
4.4.4 Accurate Understanding
As we discussed earlier that the non-verbal cues are the source of reliability and can helponeto understand the real personality and attitude of the other party. After learning how to interpret their underlying meaning, and intentions of the verbal message, the individual can gauge the accuracy of the communication.
4.5 Limitations of Non-Verbal Communication
Some limitations are also attached with the benefits. These are the following limitations of non-verbal communication.
4.5.1 Lack of secrecy
4.5.2 Not suitable for lengthy messages
4.5.3 Can be misunderstood
4.5.4 Can be used only during face to face communication
4.5.5 Lack of written proof
4.5.6 More difficult to study
- Verbal Communication
Verbal communication is the communication which is conveyed through words.Verbal communication is classified under the two heads:
5.1 Oral CommunicationOral communication is that communication in which the parties involved in the communication transmit the message through spoken form. In the general sense, oral implies anything relating to mouth. In the oral communication the sender and the receiver both exchanges their idea via speech through any of the channels used for communication such as face to face communication , conference, seminar, telephonic talk, video conferencing etc.
There are mainly two components of the oral communication-
- Words which are used while communicating.
- Manner in which the message is delivered.
For example: there can be a lot of difference between the presentation given by anexperienced professional and a young intern. Professionals use their skills such as tone of the voice, facial expression and the body language to their advantage which impress and influence the audience. An intern may not be able to show much sophistication.
5.1.1 Levels of Oral Communication
There are two levels of oral communication:
| First Level |
5.1.1.1 First Level
The first level of communication is face to face communication. This is the popular form of communication which is used. The reason behind the popularity of this channel is the benefits associated with this channel.
One you can provide and receive the immediate feedback.
Second you can see the facial expression and the body language / gestures of the other party.
One can judge the reality of the message by analysing the content of the message and the body
language/ facial expression/ gestures of the other party. And you can take immediate actions.
5.1.1.2 Second Level
The second level of the communication is the oral communication via the technology. In this level of communication the sender and the user both use the technological resources. The sender and receiver use the channel of communication such as computer, telephone, public address system. This channel is also popular as the physical existence of the sender and the receiver is not required at single place to transmit message. Most suitable for the time the sender and the receiver are at different and distant places.
Yet the second level of oral communication is not as much impactful as first level oral communication because of lack of proximity and the absence of all the elements of non verbal communication like body language, facial expression, gestures, immediate feedback etc.
5.1.2 Forms/Kinds of Oral Communication
5.1.2.1 Face to face Conversation
Face to face communication is that communication in which both the sender and the receiver are present at a single place and transmit the message. Face to face communication is very effective as it provides the immediate feedback.
5.1.2.2 Lectures
Lectures are also form of the oral communication. In this kind of oral communication, there is single sender and many receivers of the message. Class room lectures are the best examples of this kind of communication. Immediate feedback from each audience may not be possible in this case.
5.1.2.3 Meeting and conference
Board Meeting, Special Meeting, General Annual Meeting are the example of this form of communication. In this form of communication one is the speaker and others are the listeners. All the members presented in the meeting, conference participates in the meeting one by one as speaker simultaneously while rest of the members listen.
5.1.2.4 Interviews
Interview is the special kind of oral communication in which the parties involved in the process of communication hold the relationship of the interviewer and interviewee. In this form of communication interviewer asks the questions and interviewee gives reply to the questions. The purpose of interviews is generally selection for a position or ascertaining the appropriateness of an individual to carry an assignment or assume a role in the organisation.
5.1.2.5 Telephonic talk
Everyone is familiar with this kind of communication. In our day to day life we are using this form of communication. Telephonic conversation can be defined as the use of speech for formal/ informal exchange of views or ideas or information over the telephone. The effectiveness of communication here is limited due to inability to view the body language, gestures and facial expressions. Only words and the tone of voice has to be relied upon in understanding the message fully.
5.1.2.6 Grapevine
Grapevine communication is the informal form of communication which is defined as the supplementary channel of official communication. It is a means of passing the information unofficially. It is a very fast medium of communication.
5.1.2.7 Seminars
Seminar is the form of the discussion in which the results of some research or view point/s are presented by the means of speech to a select audience with a purpose to provide information, enhance knowledge or share a point of view. Furthermore, a seminar is may be considered as a form of academic instruction, either at an academic institution or offered by a commercial or professional organization.
5.1.2.8 Radio
Radio is very popular and accessible means of communication.Because of its wider reach it can be effectively used as a medium to convey one’s ideas, share information, advertise products and services.
5.1.2.9 Television
Television is the most popular form of oral communication. This form of communication offers a very creative way for the exchange of ideas and information. Since, besides listening the words, the receiver of the message can also view the images and visuals , it become a very powerful medium of oral communication. Television is being used extensively by the business houses promotion of their goods and services as well managing their goodwill.
5.1.3 Utility of Oral Communication
Oral communication provides the following utilities:
5.1.3.1 Confidentiality
When the information is to be kept confidential then oral communication serves this purpose. The information is kept secret between the parties involved in the communication as both the parties are interacting directly, no intermediary is involved in this form of communication.
5.1.3.2 When written form is not possible
When the circumstances are such that written communication is not suitable or possible the best way of passing and exchanging the information is oral communication as it is speedy and in most of the circumstance provide immediate feedback.
5.1.3.3 When audience is large
When the audience is large and the message has to be circulated quickly and immediate feedback is required then oral communication is a very suitable option.
5.1.3.4 When receiver is illiterate.
Oral communication is most suitable when the audience is not able to read and write. In the oral communication the speaker can change the words and the language as per the understanding of the receiver/ audience.
5.1.4 Advantages of Oral Communication
The following advantages are provided by the oral communication.
5.1.4.1 Rapid Transmission of ideas
Oral Communication provides the rapid exchange of information no matters how far speaker/sender or listener/receiver is.
5.1.4.2 Quick Feedback
Oral communication provides the quick feedback as both the parties involved in the communication are in direct contact with each other. It also helps the speaker/sender in measuring the level understanding of listener/receiver through the facial expression/ body language/ gestures/ feelings of receiver.
5.1.4.3 Flexible
Oral communication has the feature of flexibility. It offers the flexibility in expressing the idea and using the power of words and the language according to the understanding level of the receiver.
5.1.4.4 Economical Source
Oral communication is economical source of the communication as the sender and receiver are exchanging information orally.
5.1.4.5 Personal Touch
Oral communication provides personal touch to the communication which is likely to help in building mutual trust and confidence between both the parties resulting in the better flow of information and ideas.
5.1.4.6 Minimizes misunderstanding
Oral communication provides the chance to both the sender and the receiver to remove misunderstanding as that there is no intermediary between the sender and the receiver.
5.1.4.7 Motivating
Oral communication is very useful for managers in motivating their employees. Through oral communication seniors when interact with their people with respect to decisions to be taken, listening to their grievances, appreciating them employees feel integral part of the organization which acts as the source of motivation for them.
5.1.5 Limitation of Oral Communication
Despite many advantages,oral communication has the following limitations too-
5.1.5.1 Not Suitable for lengthy messages
Oral communication is more useful and suitable for short messages because it is not possible for the receiver to remember the lengthy messages.
5.1.5.2 Not suitable for Policy matter
Oral communication is not useful for the important matters like policies, rules, technical information because this information is required to be preserved as record and complied with.
5.1.5.3 Lack of evidence
There is lack of evidence in the written form during the oral communication which can be referred to later. Hence such messages are not suitable with respect communication of rules and regulations, contracts etc.
5.1.5.4 Lack of clarity
Whenever the sender or receiver is in hurry then it will lead to misunderstanding. The lack of clarity can be due to many reasons in the oral communication such as noise coming from outside, voice not audible, mike clarity, noise in the telephone network etc.
5.1.5.5 Wastage of Time
Sometimes the speaker and the listener (specially in meetings) may distract from the agenda of the meeting and undergo lengthy conversation which leads to the wastage of the members time.
5.1.5.6 Presence of both parties is necessary
In the oral communication the presence of both the parties is necessary otherwise the process of communication cannot be completed.
For example: Mr Dixit phoned Mr. Verma for informing him about the change in the date and venue of the meeting but Mr. Verma was busy at that time and could not attend the call. Since message could not be transmitted, process of communication remained incomplete.
5.2 Written Communication
Written Communication is considered the second basic form of the communication. The exchange of facts, information, ideas in written from is known as written communication. The written communication is considered as formal communication. With the passage of time the technology has become advanced which has broadened the scope of written communication. BusinessCommunication done via written form can be preserved as record and presented as proof anywhere such as profit statements presented before the government , shareholders and the other interested parties.
5.2.1 Forms of Written Communication
As stated earlier any exchange of idea in written form is written communication.Following are the forms of written communication –
5.2.1.1 Email
The message transmitted by the electronic means from one computer user to one or more recipients via a network is termed as email. Email is defined as electronic mail. In modern times email has taken the place of postal letters. The advantage of emails over postal mails is that at one click of the key the message gets transferred to single or multiple recipients in seconds and reply can be received immediately saving precious time and expediting the work manifold.
5.2.1.2 Fax
Fax is the medium by which the exact copy of a document is made by electronic scanning and transmitted as data by telecommunication link. A fax machine is use to transmit the document. It is an input device connected to a telephone which transmits the scanned and printed document to a telephone number associated with a printer or other output device.
5.2.1.3 Business Letters
Business Letter is usually a document which is written by one company to another company or by the company to its clients, customer or other external parties. Business Letter may be of different kinds according to its content (message). For example: A business letter can be a request to other party to supply a specific material or a reply to request etc.
5.2.1.4 Memorandum
A memorandum is a written informal brief, note, record, reminder or summary used as means of communication, or to outline the terms of an agreement.
5.2.1.5 Circulars & Notices
A circular is a kind of written announcement that is distributed to large number of people to convey any commercial or non-commercial message at the minimum time, costs and efforts.In the words of Prof. W. J. Weston, “A circular letter is one which is meant to be read by a number of correspondents. It is of the nature of an advertisement and is usually a business announcement or an attempt to advance business.”
Source: http://www.businesscommunicationarticles.com/circular-letter-definition/
5.2.2 Utility of Written Communication
Written communication is useful in the following situation:
5.2.2.1 Message is of permanent nature.
When the message is of permanent nature and has to be kept for a long time then written communication is suitable. Written communication is accepted as record and evidence such as policies, rules, guidelines, technical information etc.
5.2.2.2 When receivers are at different places.
When the receivers of the message are located at different and distant places then via written communication the same message can be transmitted to all receivers without any distortion.
5.2.2.3 When message is long
When the message is lengthy and not possible for the sender to explain it orally and also it hard for receiver to remember then written communication becomes important.
For example a company’s Article of Association or its Memorandum of Association or policy booklet.
5.2.2.4 When message contains graphics
When the message requires pictures, images and figures then written communication is suitable.
5.2.3 Advantages of Written Communication
The major advantages of written communication are as follows:
5.2.3.1 Suitable for lengthy messages
Written communication plays important role in clearly communicating and making clear understanding of the lengthy messages.
5.2.3.2 Written proof
Written communication provides the feature of record keeping as some documents are kept for future references.
5.2.3.3 Clear message
When the message is long then written communication helps in clear understanding of the message. Written communication also helps in better understanding of the message by the use of graphics (Images, graphs ,figures).
5.2.3.4 Less expensive &time saving method
Written communication proves to be less costly when the receivers are located at the distant places. Via.the use of email we can send the message globally in the minimum time and with minimum expenses.
5.2.3.5 Presence of both parties not necessary
In the written communication the presence of both the parties of communication is not necessary. The message will be delivered to the receiver whenever he is available. As in the example of Mr. Dixit &Mr.Verma, if the Mr.Dixit had given the message to Mr.Verma in writing via fax, notificationor email then the message would have been delivered to Mr.Verma later whenever he checked his fax machine or email.
5.2.3.6 Accurate and effective
As we know written communication serves as the proof for future references , so the sender must double check the content of the message which results into the more accurate and effective message.
5.2.4 Limitation of Written Communication
Some limitations of the written communication are as follows:
5.2.4.1 Unfit for uneducated person
Whenever audience is illiterate then written communication is not suitable as they are not able to read and write.
5.2.4.2 Lack of secrecy
As the message is in the written form if the message delivered in the wrong hands then the message loses its confidentiality and can result into a big loss to sender as well as to intended receiver.
5.2.4.3 Wastage of time
The drafting of the message in the written form takes lot of time. Whenever it becomes a compulsion like mostly in government systems to sends each and every message in the written form then it leads to wastage of time and resources because every message is not so much important that it is required to be preserved.
5.2.4.4 Delayed Feedback
As in the oral communication after knowing the reaction of the receiver the sender can easily alter the message or the way of presenting the message but the written communication lacks this feature due to delayed feedback.
- Summary: To ensure effective communication it is necessary to understand the types of communication. Communication can be internal or external. It can be formal or informal. Whatever kind, communication has broadly two types verbal and non verbal. Verbal communication is written or oral whereas nonverbal communication consists of body language and sign & symbols. Each type of communication has its own importance as per the demands of the situation.
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Learn More
Few important sources to learn more about types of Business Communication
- Bovee, C.L., Thill, J.V.(2014) Business Communication Today Pearson Education .
- Kaul, A.(2013).Effective Business Communication.New Delhi-110092:PHI Learning Private Limited.
- Krizan. A. C., Merrier. P., Logan J.,Willaims K., (2008) .Effective Business Communication.New Delhi-110001 :Cenegage Learning India Private Limited.
- Young, D. J. (2007).Foundation of Business Communication: An Integrative Approach.NewDelhi110008 :Tata McGraw-Hill Publishing Company Limited.
- Kushal, S. J. (2013).Business Communication. New Delhi 110002: VK India Enterprises.
- http://en.m.wikipedia.org>wiki>Business_Communication.html
- http://searchnetworking.techtarget.com/definition/fax/
- http://en.m.wikipedia.org/wiki/business-Letters
- http://thebusinesscommunication.com/what-is-circular-Letter-importance-or-advantages-of – circular-letter/
- http://www.google.co.in/search?q=images+on+telephonic+talk&source=lnms&tbm=isch&sa =X&ved=0CAcQ_AVqfQoTCMjy_rf_IsgCFdMejgodKhAD9w
- http://shannong817.wordpress.com
Points to Ponder
- Arms should not be kept crossed especially during formal one-on-one meetings. It suggests one is not open to feedback and could also suggest that one is trying to dominate the situation.
- Communicator’s gaze at one person should not be more than 4 – 5 seconds while delivering a presentation / communicating with a large group unless one is addressing an individual.
- What we say” is less important than “how we say it” as words are only small part of our communication.
- Oral communication in an organization is essential for teamwork and group energy.
- But relying only on oral communication may not be sufficient as business communication is formal and very organized.
Did You Know?
- Did you know that while in Argentina to raise a fist in the air with knuckles pointing outwards expresses victory, in Lebanon, raising a closed fist is considered rude?
- Did you know that in the first 90 sec – 4 min you decide that you are interested in someone or not. Studies reveal that 50% of this first impression comes from non-verbal communication which includes oculesics. Only 7% of comes from words – that we actually say.
- Did you know that acceptable level of touching vary from one culture to another? In Thailand, touching someone’s head may be considered as rude.
- Did you know that the amount of personal space when having an informal conversation should vary between 18 inches – 4 feet while, the personal distance needed when speaking to a crowd of people should be around 10-12 feet?
- Did you know that while an employee will not worry about running a few minutes late to meet a colleague, a manager who has a meeting with the CEO, a late arrival will be considered as a nonverbal cue that he / she does not give adequate respect to his superior?
Source: http://managementstudyguide.com/non-verbal-communication.htm