Written Communication
Written communication involves any type of interaction that makes use of the written word.
Communication is a key to any endeavor involving more than one person. Communicating
through writing is essential in the modern world and is becoming ever more so as we participate
in what is now commonly called the information age. In fact, written communication is the most
common form of business communication. It is essential for small business owners and
managers to develop effective written communication skills and to encourage the same in all
employees. The information age has altered the ways in which we communicate and placed an
increasing emphasis on written versus oral communications.
Characteristics of Written Communication:
(i) Written communication is a creative activity that requires a lot of
imagination and effort to arrive at the finished product. While oral
communication is spontaneous, written communication is based on
conscious effort. Let us take the example of a report that we want to
present.
We first of all have to collect all the necessary information, arrange it
in a logical order and then write out very carefully. We have to be
careful at every step. That is not always the case with spoken messages
or other forms of oral communication. Letters and reports, nicely
produced, reflect the image of the organisation. The more creative and
imaginative the writers the brighter the image of the company.
(ii) Another important characteristic of written communication is the
time factor that is involved in it. Oral messages, in a face-to-face
situation or through telephone reach the receiver immediately and the
feedback almost always comes immediately. This is not the case with
written communication.
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The sender has to plan out his message, viz., a letter or report carefully
and encode it with great care. Then he sends it to the person for whom
it is meant. The receiver takes his own time in decoding it. Then he
gives it careful thought or filters it through his mind and plans out his
reaction to it. Sending back the reply or his comments on it will take
some time. So it is to be kept in mind that written communication is a
time consuming activity.
(iii) Thirdly, it is to be noted that written communication has fewer
cycles than oral or face- to-face communication. Oral communication
is a multiple cycle event. Oral messages get immediate response that
leads very often to further exchange of words. This is not possible in
written communication. Mostly it is a one-cycle event.
Examples of written communications generally used with clients or other businesses include:
• Email
• Internet websites
• Letters
• Proposals
• Telegrams
• Faxes
• Postcards
• Contracts
• Advertisements
• Brochures
• News releases
Verbal Communication
When people ponder the word communication, they often think about the act of talking.
We rely on verbal communication to exchange messages with one another and develop
as individuals. The term verbal communication often evokes the idea of spoken
communication, but written communication is also part of verbal communication.
Reading this book you are decoding the authors’ written verbal communication in order
to learn more about communication. Let’s explore the various components of our
definition of verbal communication and examine how it functions in our lives.
Verbal communication is about language, both written and spoken. In general, verbal
communication refers to our use of words while nonverbal communication refers to
communication that occurs through means other than words, such as body language,
gestures, and silence. Both verbal and nonverbal communication can be spoken and
written. Many people mistakenly assume that verbal communication refers only to
spoken communication. However, you will learn that this is not the case. Let’s say you
tell a friend a joke and he or she laughs in response. Is the laughter verbal or nonverbal
communication? Why? As laughter is not a word we would consider this vocal act as a
form of nonverbal communication. For simplification, the box below highlights the kinds
of communication that fall into the various categories. You can find many definitions of
verbal communication in our literature, but for this text, we define Verbal
Communication as an agreed-upon and rule-governed system of symbols used to
share meaning. Let’s examine each component of this definition in detail.
Mediums
Verbal communication is either face-to-face or public. Communicating face-to-
face allows communicators to exchange ideas back and forth freely, while
public speaking allows the back and forth exchange of ideas only in certain
circumstances, like a classroom setting or during a question and answer
session. However, in order to keep information flowing smoothly and clearly
between the speaker and the audience, rules have to be negotiated as to
when each individual can speak. Verbal communication does not just involve
speech, since written communication conveys a specific idea and is a part of
verbal communication.
Sound
At birth, everyone has the ability to make sounds. Some sounds have nothing
to do with language or words, such as laughing, crying and yelling. Despite
that, people with different languages can understand the emotion that the
individual is communicating. Emotions and attitudes can also be
communicated through the tone of the words. People have a tendency to
show how they feel about the subject or the audience through the tone they
present. Tone can completely shift the meaning of an uttered statement. For
instance, if a statement is said sarcastically, others will likely believe the
opposite of what is said.
Words
At some point, children learn how to put sounds into words. Words are sounds
that are produced in such a way that people can distinguish them from other
sounds. Not everyone will necessarily know the meaning of each individual
word, so those wishing to communicate verbally need to make sure that those
they're speaking to understand the intended meaning of the word.
Language
Languages are created when meaning is assigned to words. The language
that a child is exposed to is the language that the child picks up. Individuals
who want to verbally communicate to others speaking another language must
not only learn the language but also understand how these words are used in
common speech. For instance, a person learning English might know that
accelerated is a synonym for fast but needs to understand that accelerated
means a specific type of fast in which an individual is performing an action
faster than before.
Etiquette
In addition to understanding, different cultures have systems of etiquette that
determine what is said in order to avoid offending others. For instance,
speakers often address their audience as ladies and gentlemen. In face-to-
face communication, individuals often refer to each other as sir and madam.
1. Speaking face to face: here, our words are combined with our gestures, facial
expressions and tone of voice to give a full communication package.
2. Speaking on the phone: communicating verbally on the phone is an excellent way
to reach people far away.
3. Video-chat services: the wonders of the internet have enabled us to communicate
verbally with people everywhere and to stay in touch with our loved ones across the
globe.
4. Writing a letter: old fashioned letter writing is an art that will never die.
5. Giving a lecture: this is a key example of the utility of verbal communication in an
academic context.
6. Making announcements: those handy announcements over the tannoy at
supermarkets or train stations are key examples of verbal communication.
7. Leaving a voice mail: sometimes, we can record our verbal communications for our
friends, family and colleagues to pick up later.
Non Verbal Communication
Nonverbal Communication has been defined as communication without
words. It includes apparent behaviors such as facial
expressions, eyes, touching, and tone of voice, as well as less obvious
messages such as dress, posture and spatial distance between two or more
people.
A Sight to See
Through facial expressions, people can convey emotions to others without saying a word.
Emotions such as happiness, sadness, disgust, fear, anger and surprise are universal facial
expressions with the same meaning across all cultures, according to [Link]. Maintaining
appropriate eye contact goes hand in hand with facial expressions, as it communicates whether
one or both parties are interested in the conversation as well as a means to keep the conversation
going. For example, a person who continually breaks eye contact during a conversation to glance
at the clock or the door may be sending the message that he wants to exit the conversation. Too
much eye contact can cause discomfort while too little can signal boredom or disinterest.
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Stay in Tune
Intonation refers to the way a person's voice rises and falls while speaking. It is used to put
emphasis on a particular word or detail as you are speaking or to express a question or
excitement, according to the International Association of Conference Interpreters. For example,
you may use a monotonous tone of voice, if you are stating facts or an enthusiastic tone of voice
while giving a sales pitch. Common tones that convey emotions include aggressive, persuasive,
friendly or disappointed. The volume of your voice as well as the timing and pace of your words
help set the tone of the conversation in a nonverbal manner, according to [Link].
Speaking Through Gestures
A form of nonverbal communication that may alter other people's perceptions when conversing
is bodily movement, posture and subtle movements. For example, a person who sits tall, holds
her head up high and speaks in a clear, assertive voice during a meeting will likely be perceived
as confident and easily gain the attention of her colleagues. If the same person sat with slumped
shoulders and spoke in a meek voice, there is a chance she may not even be heard. Gestures such
as beckoning, waving and pointing may be misinterpreted due to the array of meanings in
various cultures, according to [Link].
Easy Does It
Personal space is a large part of non-verbal communication and can be used to express intimacy,
dominance or aggression. For example, an angry person might move into your personal space
and cause you to feel intimidated. This may be the reaction the person was seeking in an effort to
get you to back down. All of this can be done without uttering a word. Each person has his own
comfort level when it comes to personal space and boundaries. While you may be comfortable
with your wife standing close to and embracing you, you'd likely cringe if your boss did the
same.
1. Facial expressions: smiles, frowns and winks can convey a lot! Sometimes, we
cannot control our facial expressions, but we usually can. There are differences, though:
it is said that people can instinctively tell a forced smile from a genuine, spontaneous
one.
2. Gesture: from a handshake to an ‘OK’ sign, gesture can also speak volumes.
Gestures can be conscious acts (for example reaching out a hand to clasp a friend’s in
salutation) or they can be unconscious (for example when we unwittingly make a
dismissive gesture whilst thinking about something that has exasperated us). Either
way, gesture is a very powerful way to express our thoughts.
3. Body language: the way we sit, stand or move our feet as we talk can show how
confident, relaxed or nervous we are feeling. This type of non verbal communication is
very often unconscious. Learning to read other people’s body language gives us a
powerful insight into their minds.
4. Writing: writing down our thoughts, or even turning them into great literature, is a
fantastic way to communicate sophisticated ideas. We can write to other people in a
traditional way, using letters. Or, we can use text messaging, instant messaging online,
emails or social media platforms to communicate our thoughts in writing. Writing can be
spontaneous or it can be the product of years of editing and re-editing.
5. Images: art and other visual representations of things (including pictograms) is
another key type of non-verbal communication.
6. Sign language: sign language is not the same as gesture, and it is not the same as
speech, either. It is a different language in its own right. There are also various forms
and dialects of sign language out there in the world for us to learn.
7. Touch: a simple touch on the shoulder can communicate volumes: it is caring and
comforting all in one. The language of touch is perhaps underrated, but we use it all the
time without thinking about it.
8. Secret signs and symbols: from different colored handkerchiefs to knots tied in
intricate patterns, humans all over the world have developed secret symbols that only
those who are in the know can decipher.
9. Telepathy: some people believe that they can communicate their thoughts directly
into another person’s mind, without having to speak a single word.
10. Emoticons: this ‘language’s is fast becoming ubiquitous. Whether we use instant
messaging services, SMS, or email, emoticons are very useful for expressing our
emotions in a succinct and often humorous way. This is also the most modern type of
non verbal communication on this list