Lecture II

COMMUNICATION MEDIA
Study/read Chapters 1, 2, and 6 from your prescribed text book

Introduction
You will recall that communication is a process of exchanging information, ideas,
feelings and emotions through speech, signals, writing or behaviour. In
communication process, a sender (encoder) encodes a message and then using a
medium/channel sends it to the receiver (decoder) who decodes the message and
after processing information, sends back appropriate feedback using a
medium/channel.

Types of Communication
People communicate with each other in a number of ways that depend upon the
messages and its context in which it is being sent. Choice of communication
channel and your style of communicating also affect communication. So there are
a variety of types of communication. The following are the types of
communication based on the communication channels used;

COMMUNICATION

VERBAL NON VERBAL

COMMUNICATION COMMUNICATION

Oral Written Paralanguage Proxemics

Communication Communication

Kinesics Haptics

Chronemics Environment

Physical Appearance

plus

Clothing & Accessories

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 VERBAL COMMUNICATION
Verbal communication refers to the form of communication in which the message
is transmitted verbally. Communication is done by word of mouth and a piece of
writing. When we talk to others we assume that they understand what we are
saying because we know what we are saying, but this is not the case. Usually
people bring their own attitudes, perceptions, emotions and thoughts about the
topic and hence create barriers in delivering the right meaning. So in order to
deliver the right message, you must put yourself on the other side of the table and
think from your receiver’s point of view. Ask yourself whether the receiver would
understand the message? How would this message sound on the other side? As
shown above, verbal communication is divided into written communication and
oral communication.

Written communication
In written communication all messages are put in writing – written signs or
symbols are used to communicate. There are no gestures, facial expressions etc. A
written message may be printed or hand written. In written communication the
message can be transmitted via e-mail, letter, report, memorandum etc. A

Message in written communication is influenced by the vocabulary and

grammar used, writing style, precision and clarity of the language. This is the
most common form of communication being used in business. So it is considered
core among business skills.

Examples: Memos, reports, bulletins job descriptions, employee manuals

written telephone messages, forms and electronic mail are the types of written
communication used for internal communication. For communicating with
external environment in writing, electronic mail, internet web sites, letters,

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 questionnaires, notices, press release, proposals, telegrams, faxes, postcards,
contracts, advertisement, brochures and news releases are used

Advantages
1. Permanent record – written communication provides a record for every
message sent and can be saved for later study. It provides a written record of
what has been communicated for both parties, this means that there can be no
misunderstanding over what has been said at a later date as is often the case for
oral exchanges. However, this is not foolproof1 as it is still possible for the
sender and the recipient to interpret the same message in different ways.
2. Expression can be controlled more carefully – when speaking, it is often
difficult to think of exactly the right words to use at the same time. In writing
it is always possible to cross out one version and replace it with a better
version. As a result it is possible to produce an item of communication which
is more carefully created in terms of the way it expresses the information, how
it considers the vocabulary, background and attitude of the recipient and its
general standard and finish. In short written communication allows you to state
ideas very clearly. Messages can be edited and revised many times before
actually being sent.
3. Personal feeling is removed from the exchange – unless you are writing a
letter which is a strongly worded letter of sympathy or one of thanks, emotion
can generally be excluded from written forms of communication more easily
than from spoken ones. One of the implications of this is that if you have a
difficult situation to deal with, it may be more straightforward to handle it in
writing. Written documents which present facts of a situation are more likely,
to be accurate and dispassionate than oral explanation to an interested party

1 If something is foolproof it is so simple and easy to understand that it is unable to go wrong or be used wrongly

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 whose strength or feeling may well cause the sender to respond emotionally
instead of remaining rational.

4. A meeting is not needed – because of modern pressure, the problems of

organising a personal meeting tends to be considerable, if you provide your
message in writing, the recipient is free to read it whenever he chooses which
should ensure that he receive full attention.
5. A written message enables the receiver to fully understand it and send
appropriate feedback.
6. Capable of relaying complex ideas
7. Forms basis of contract and agreement
8. Interprets and clarifies oral communication
9. Messages can be received in absentia
10. Disseminate information to geographically dispersed recipients

Disadvantages
1. Lack of personal touch – unless you are highly skilled, written communication
lacks the immediacy and human contact of a personal meeting. Some situations
cannot be handled at all by correspondence because a personal meeting is
essential. This is particularly true for job interviews and other kinds of
appraisal.
2. Written messages can be misinterpreted – it is possible for the recipient, at the
decoding stage, to attribute an incorrect meaning to the message so that the
sender’s original intentions are not correctly or fully understood.
3. Unlike in oral communication written communication does not bring instant
feedback – however, the increasing use of email is changing written
communication in that feedback can now be obtained very quickly
4. Can take time to produce – it takes more time to compose a written message
as compared to word-of-mouth and a number of people struggles for writing
ability
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 5. Once dispatched, written messages are difficult to modify
6. Permanency can be a drawback in that amending written instructions when
they become out-of-date is a formidable task which is rarely done thoroughly.

ORAL COMMUNICATION Study/read Chapters 6 from your prescribed text book

In oral communication spoken words are used. It includes face to face
conversation, speech, telephonic conversation, video, radio, television, voice over
internet.

In oral communication, communication is influenced by pitch, speed and clarity of

speaking. Oral communication is the most effective mode of communication
when communication is urgent and immediate response is required. It is less
formal than written communication and can achieve better understanding because
oral communication can combine with non-verbal communication to provide total
interaction.

Examples – interviews, meetings, telephone calls, formal lectures, presentations,

unplanned informal talks, planned formal talks, negotiations, audio and video
conferencing, electronic meetings etc

Advantages
1. There is instant feedback – oral communication provides an immediate
response from the recipient. If something you do not immediately understand
is said, you can ask questions to make the meaning clearer.
2. Immediacy – oral communication also has the advantage that all he people
involved can express their views. This means that they can avoid the delay
inevitable in written communication, and views can be exchanged
immediately. In a business context where decisions may have to be reached
quickly, this is an obvious advantage.
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 3. Body language aids understanding – facial expressions, sounds, gestures. The
sender scans the listener watching for reactions which shows that he is puzzled
or even hostile. In a face-to-face conversation, by reading facial expressions
and body language one can guess whether he/she should trust what is being
said or not.
4. Courtesy – meeting someone in person is a way of showing respect, especially
if you have had to travel some distance for the meeting. A personal meeting
shows that you are genuinely interested in the person or business matter
involved. In addition personal meetings allow those involved to develop a
relationship of trust and understanding. They give those in positions of
authority a chance to show that they are concerned about the idea and feeling
of their staff if they are willing to meet and discuss the issues with them in
person either individually or in groups

Disadvantages
1. No written record – Oral communication does not provide a written record of
what has been said or decided. There cannot, therefore, be any reference to the
exact nature of the message and misrepresentations are less easily resolved at a
later date.
2. Time consuming – personal meetings are time consuming and can involve
travelling over long distances. This can be tiring and can defeat your aims in
two ways – by wasting time & reducing your positive approach to the personal
exchanges at the end of the journey.
3. Emotional involvement – oral communication involves a personal element in
respect of both the sender and the receiver. This means that the relationship
between the two may colour the interaction and distort the meaning. For
example a junior member of staff may not feel able to question or disagree
with a senior manager.

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 4. In face-to-face discussion, the user is unable to deeply think about what he is
delivering,
5. Messages cannot be received in absentia
6. Does not convey messages to geographical dispersed recipients

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