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COMMUNICATION
Communication is simply the act of transferring information from one place to another.
Communication is the act of giving, receiving or exchanging information, ideas and opinions so that the
“message” is completely understood by both parties.

Elements in Communication
 Sender
 Message
 Channel
 Receiver
 Feedback
 Context

TYPES OF COMMUNICATION
People communicate with each other in a number of ways that depend upon the message and its context
in which it is being sent.

Types of communication based on the communication channels used are;

 Verbal Communication
 Nonverbal Communication

1. Verbal Communication: It refers to the form of communication in which message is transmitted

verbally. Communication is done by word of mouth and a piece of writing. In verbal communication
remember the acronym “KISS” (keep it short and simple). Verbal Communication is divided into
Oral Communication & Written Communication
 Oral Communication: In oral communication, Spoken words are used. It includes face-to-face
conversations, speech, telephonic conversation, video, radio, television, voice over internet.
Communication is influenced by pitch, volume, speed and clarity of speaking.
Advantages
 It is a time and money saving device.
 It is more effective than any other method.
 It is quicker.
 It is easier to measure the effect of communication.
 It is the only way out during periods of emergency.
Disadvantages

 It is less reliable.
 It provides no record for future reference.
 It is unsuitable for lengthy messages.
 It may be less accurate.
 It may have less weight.
 It does not provide sufficient time for thinking before conveying the message.
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 Written Communication: In written communication, written signs or symbols are used to

communicate. Message can be transmitted via email, letter, report, memo etc. Written
Communication is most common form of communication being used in business.
Advantages
 Messages can be edited and revised
 Written communication provide record and backup.
 Written messages are accurate and exact.

 It is ideal way of sending lengthy messages.

 It is legal evidence in case of disputes.
 It has the widest possible coverage.
 It is often less expensive than other media.

Disadvantages
 Written communication doesn’t bring instant feedback.
 It take more time in composing a written message as compared to word-of-mouth and number
of people struggles for writing ability.

2. Nonverbal communication: Nonverbal communication is the sending or receiving of wordless

messages. Such as gesture, body language, posture, tone of voice or facial expressions, is called
nonverbal communication. Nonverbal communication is all about the body language of speaker. It
has the following elements:
 Appearance of the speaker – clothing, hairstyle, neatness, use of cosmetics
 Surrounding – room size, lighting, decorations, furnishings
 Body Language – facial expressions, gestures, postures
 Sounds – Voice Tone, Volume, Speech rate

OFFICE COMMUNICATION
Communication is necessary to any business success. Office Communication is important to
 Increase the productivity of the workplace
 Maintain peace and decorum
 Let the information flow correctly
 Carry out the business transactions
 Increase the morale of the employees
 Maintain good human relations
 Effective communication is very important for successful working of an organization

Office communication may be broadly classified into two types: Internal Communication & External
Communication.
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1. Internal Communication: It refers to exchange of information and messages between persons and
departments of the organization. It is the responsibility of the office manager to see that the function
of exchange of information and messages is facilitated through a proper system of communication.
Internal communication may be divided into two: (1) Oral Communication and (2) Written
Communication.
However as the organization grows and the number of employees increases, the problem of
effective communication becomes more difficult. Thus in a big organization having a number of
departments or sections, internal communication may be:
(i) Inter-departmental, i.e., communication among the employees of the same department; or
(ii) Intra-department, i.e., communication among different departments of the organization.

Further, communication may be Downward, Upward, Horizontal or Diagonal.

 Downward communication means the flow of communication from the top management of an
organisation to the lower levels of employees.
 Communication maintained from lower level of employees to higher-ups is called upward
communication.
 The interaction among peer groups is called horizontal communication. Inter departmental
communication is also horizontal communication.
 Diagonal communication means the use of upward, downward and horizontal communication. It
is a healthy practice not to depend on any one mode. Diagonal communication leads to better
feedback at all levels.

There are different machines or labour saving devices used for internal communication:
(a) Oral—Inter-com telephone system, EPBX, etc.
(b) Written— Printer, Copier machines, etc.
(c) Visual—Photography, micro-film, television, Projectors etc.
(d) Signalling—Calling bells, buzzers, red lights, etc.

2. External Communication: Communication with outsiders is known as external communication. It is

essential to establish link with customers, suppliers, Government departments, financial institutions,
general public etc. External communication is very vital to the existence of all types of organizations,
whether small or big.
External communication reaches out to the customer to make them aware of company’s product or
service and to give them a reason to buy. This type of communication includes brochures, various
forms of advertising, contact letters, telephone calls, web sites etc.

There are different machines or labour- saving devices used for external communication:
(a) Oral—Telephone, mobile phone, etc.
(b) Written— Printer, Copier machines, etc.
(c) Visual—Photography, micro-film, television, Projectors etc.
(d) Signalling—Calling bells, buzzers, red lights, etc.
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TELECOMMUNICATION
Telecommunication is an important tool for businesses. It enables companies to communicate
effectively with customers and deliver high standards of customer service. Telecommunication is also a
key element in teamwork, allowing employees to collaborate easily from wherever they are located.
Mobile telecommunication gives companies the opportunity to introduce more flexible working by
allowing employees to work efficiently from home. The introduction of smartphones gives employees
new levels of productivity and capability on the move.

Basic Communication Tools

Landline telephones, Cell phones, Smartphones, Video and web conferencing, Social
networking sites, Online chat tools, Fax