Module II and III

Module 2
Oral Communication: Forms, Advantages & Disadvantages
Written Communication: Forms, Advantages & Disadvantages
Introduction of Communication Skills (Listening, Speaking, Reading, Writing)

Forms of Oral Communication

1. Intrapersonal Communication: Intrapersonal communication is
conversation you hold with yourself under certain circumstances.
2. Interpersonal Communication:
between several people.

Interpersonal

communication is

self-talk or a

communication

3. Public Speaking: public speaking, involves communication between a speaker and an

audience. This audience may range from just a few people to thousands or even millions
of people. The aim of the speaker is usually to inform or to persuade the audience to act,
buy, or think in a certain way.
4. Organizational Communication: This communication takes place among members of
an organization i.e. within that organization. Interacting in teams, conferencing with coworkers, talking with a supervisor or manager, giving employees explanations and
directions, interviewing and making presentations are some examples of organizational
communication. Effective communication skills enhance corporate image and impact
positively on morale, commitment, and productivity in organizations.
5. Inter Cultural Communication: Intercultural communication is communication
between people of diverse cultures and ethnicity. The world is increasingly becoming a
global village and every country has people of various ethnicities. Thus, it is important to
note differences in the communication practices of different cultures if intercultural
harmony and understanding is to be maintained
6. Mass Communication: Mass communication is communication that is sent out from a
source to many receivers all over the world. It takes place through media like films, radio,
videos and television. Modern avenues of mass communication like the Internet and
blogs can be very powerful indeed as information is disseminated instantly.

Advantages of Oral Communication

1.

Time saving: When action is required to be taken immediately it is

best to transmit a message orally. If the executives work load is high then they stop
writhing and by oral instructions they complete their message transmission and
released their work load and also it saves time.

2.

Cost savings: Cost is involved in any communication. When the

communication is needed within the organization and if it and is completed in
orally, it has not needed any paper, pen or stamp or computer. So it saves the
money of the organization.

3.

More powerful: Speech is a more powerful means of persuasion

and control. Therefore, executives often prefer to transmit messages orally.

4.

Effectiveness: With the help of variations in the tone, pitch and

intensity of voice, the speaker can convey shades of meaning. This factor also
contributes to the effectiveness of oral communication.

5.

Immediate feedback: The speaker can get immediate feedback on

whether it is creating a favorable impression on the receiver or whether the
receiver will protest or whether the receiver has receiver has clearly understood his
meaning or is feeling perplexed or baffled and he can mold and adjust his message
accordingly.

6.

More suitable: The employees felt more suitable when the

message transmits in orally. They get an opportunity for feedback and clarification.

7.

A relationship develops: Oral communication is mostly carried out

helps to promote friendly relations between the parties communicating with each
other.

8.

Flexibility: By the demand of the situations, oral instructions can be

changed easily and for these cases maintain the formalities are not necessary. So
it is very much flexible and effective.

9.

Easiness: It is so easy method of communication. It needs little

preparation to send a message. No need of pens, pencils and other writing
equipments which are needed in written communication.

10.

Correction of errors: If any error is expressed at the time of oral

communication. It was possible to rectify at that time or within a very short time.

11.

Informal communication: In oral communication, no need to

maintain such formalities which are needed in written communication. So it is easy
and helpful to any organization.

12.

Motivation: In oral communication system, top executives and sub

ordinates staff can sit face-to-face and exchange their views directly, so subordinates are motivated day by day.

13.

Special applications: Oral communication is more helpful in

communicating messages to groups of people at assembly meetings etc.

Disadvantages of Oral Communication

1.

No record: In oral communication, messages are difficult to record. So it is

impossible to preserve the message for future.

2.

Expensive: It is also expensive media of communication.

3.

Distortion of the word: If distortion of the word occurs in oral communication,

then main goals of the organization may fail.

4.

Inaccuracy: There is very possibility of inaccurate messages to reach the

destination. So, the reverse result may occur.

5.

Limited use: The scope of usage of oral communication is limited. It is not

suitable for lengthy messages.

6.

Confused speech: Sometimes the receiver fails to understand the meaning of a

message due to habitual productions of the speaker.

7.

No legal validity: there is any legal validity of the oral message. As, the oral
messages are not taped and kept records, so it can be denied easily if the situation
goes against the speaker.

8.

Late decision: It takes time to reach a decision. At the beginning stage, time is
killed in the discussion of any personal matters. Besides some time is also wasted
for irrelevant discussion. In this way decision making is delayed.

9.

Less important: In oral communication, meaningless speech can mislead the

main effects of the communication. But when the information comes out in written,
we take it seriously.

10. Creates misunderstanding: The speaker often gives message without having
properly organized it earlier. So, it is possible that he may not be able to make

himself properly to communicate with the receiver. As a result, misunderstanding

May develops.

Forms of Written Communication

Email

Internet websites

Letters

Proposals

Faxes

Advertisements

Brochures

News releases.

Some advantages of written communication are:

No need for personal contact - you can tell an employee he or she has to work overtime
through an email instead of face-to-face.

Saves money - you can send an email instead of calling long distance.

Written proof - provides written proof in case of a dispute.

Some disadvantages of written communication are:

Delay in communication - it may take a while to get to the intended recipient.

Lack of secrecy - once it's on paper, anyone can read it.

Costly it involves need for paper and system/machine and internet services

Module 3

Non verbal Communication

Benefits of Non Verbal Communication:
1.

Complementary: Non-verbal cues complement a verbal message by adding to its

meaning. You can pat someone you offended at the back as you say sorry to him or her.

2.

Easy presentation: Information can be easily presented in non-verbal communication

through using visual, audio-visual and silent means of non-verbal communication.

3.

Substituting: Non-verbal message may substitute for the verbal message especially if it
is blocked by noise, interruption, long distance etc. for example: gestures-finger to lips to
indicate need for quite, facial expressions- a nod instead of a yes.

4.

Accenting: Often used to accent a verbal message. Verbal tone indicates the actual
meaning of the specific words.

5.

Repeat: Used to repeat the verbal message (e.g. point in a direction while stating
directions.)

6.

Help to illiterate people: This type of communication use gestures, facial expressions,
eye contact, proximity, touching etc. and without using any spoken or written word. So, it is
very much helpful for illiterate people.

7.

Help to handicapped people: Non-verbal cues of communication greatly help in

handicapped people especially to deaf people. Deaf people are exchange message through
the movements of hands, fingers, eye ball etc.

8.

Attractive presentation: Non-verbal communication is based on visual, picture, graph,

sign etc. that can be seen very much attractive.

9.

Reducing wastage of time: The message of non-verbal communication reached the

receiver very fast. For this reason it reduces the wastage of valuable time of the
communicator.

10. Quick expression of message: Non-verbal cues of communication like sign and symbol
can also communicate some messages very quickly than written or oral messages.

Limitations or disadvantages of Non Verbal Communication:

1.

Vague and imprecise: Non-verbal communication is quite vague and imprecise. Since in
this communication there is no use of words or language which expresses clear meaning to

the receiver. No dictionary can accurately classify them. Their meaning varies not only by
culture and context but by degree of intension.
2.

Continuous: It is possible to stop talking in verbal communication, but it is generally

not possible to stop nonverbal cues. Also, spoken language has a structure that makes it
easier to tell when a subject has changed, for instance or to analyze its grammar. Nonverbal
does not lend itself to this kind of analysis.

3.

Multi-channel: while watching someones eyes, you may miss something significant in a
hand gesture. Everything is happening at once and therefore it may be confusing to try to
keep up with everything. Most of us simply do not do so, at least not consciously.

4.

Culture-bound: Non-verbal communication is learnt in childhood, passed on to you by

your parents and others with whom you associate. A few other gestures seem to be
universal. Evidence suggests that humans of all cultures smile when happy and frown when
unhappy. However, most nonverbal symbols seem to be even further disconnected from any
essential meaning than verbal symbols. Gestures seen as positive in one culture (Like the
thumbs-up gesture in the USA) may be seen as obscene in another culture.

5.

Long conversations are not possible: In non-verbal communication, long conversation

and necessary explanations are not possible. No party can discuss the particular issues of
the messages.

6.

Difficult to understand: Difficult to understand and requires a lot of repetitions innonverbal communication. Since it uses gestures, facial expressions eye contact, touch etc. for
communicating with others which may not be understandable for the simple and foolish
people.

7.

Not everybody prefers: Everybody not prefers to communicate through non-verbal

communication with others. Sometimes it cannot create an impression upon people or
listeners. It is less influential and cannot be used everywhere. It is cannot be used as a
public tool for communication.

8.

Lack of formality: Non-verbal communication does not follow any rules, formality or
structure like other communication. Most of the cases people unconsciously and habitually
engaged in non-verbal communication by moving the various parts of the body.

9.

Costly: In some cases non-verbal communication involves huge cost. For example, neon
sign, power point presentation, cinema etc are very much costly compared to others form of
communication.

10.

Distortion of information: Since it uses gestures, facial expressions, eye contact, touch,
sign, sound, paralanguage etc. for communicating with others, there is a great possibility in
distortion of information in non-verbal communication.

Kinesics
Kinesics is the name given to be study of the bodys physical movements.
It is the way the body communicates without words, i.e. through various movements of its parts.
Nodding your head, blinking your eyes, shrugging shoulders, waving the hands and other such
physical activities are all forms of communication. Some kinesics behaviors are deliberately
intended to communicate, example when you nod your head for acceptance.
The non-verbal part of an oral presentation is not as deliberate and conscious as verbal
communication.
Posture
Posture generally refers to the way we hold ourselves when we stand, sit or walk. Standing,
sitting or walking in a relaxed way is a positive posture, which will encourage questions and
discussion. Also being comfortably upright, squarely facing an audience and evenly
distributing your weight are all aspects of posture that communicates professionalism,
confidence, attention to detail and organization.
Gesture
Gesture is the movement made by hands, arms, shoulders, head and torso. Gestures clarify
your ideas or reinforce them and should be well suited to the audience and occasion. Your
gesture should be quite natural and spontaneous. Ekman and Friesan have identified 5
different gestures: Emblems, Regulators, Display, Adaptors and Illustrators.
Emblems: Direct replacements for words.
Illustrators: Shaping what is being said.
Affect displays: shows of emotion.
Regulators: for controlling the flow of conversation.
Adaptors: Self-oriented tension relievers and other forms.
Facial Expression
The face is the most expressive part of your body. A smile stands for friendliness, a frown for
discontent, raised eyebrows for disbelief, tightened jaw muscles for antagonism, etc. Ekamn
and Friesan have identified 8 different facial expressions:

Occulesics
Eye Contact
You look to the eyes of a speaker to help find out the truthfulness of his speech, his
intelligence, attitudes and feelings. Eye contact is a direct and powerful form of non-verbal
communication. Your eyes are a rich source of feedback.

Proxemics

Proxemics is the study of physical space in interpersonal relations.

Moving closer to an audience is useful to invite discussion, to express argreement or to
emphasize a point
Space can be divided into four distinct zones:
1(i) Intimate: This zone starts with personal touch and extends just to 18 inches (one and a
half feet). Members of the family, relatives and parents fall under this zone. The best
relationship that describes it is the mother-child relationship. No words are spoken; if at
all something is spoken, it is just some whispering sounds. Other individuals come close
for a very brief period and only under special circumstances when they want to
congratulate you, sympathize with you or console you. A handshake, a pat on the back or
a hug all comes into this zone.
2(ii) Personal: This zone stretches from18 inches (one and a half feet) to 4 feet. Your close
friends, colleagues, peers, etc. fall in this tier. Instead of whispering sounds or utter
silence, normal talking takes place. Though this zone is personal, it is quite a relaxed and
casual place. It permits spontaneous and unprogrammed communication. Sitting or
standing so close brings you closer to the listener and gives the impression of friendliness
and warmth.
3(iii) Social: Social events take place in this radius of 4 feet to 12 feet. In this layer,
relationships are more official. You tend to become more formal. People are more
cautious in their movements. You should be smart enough to conduct it with less emotion
and more planning. Here the number of people decides whether it should be sitting-sitting
or sitting-standing position. It is through experience that you decide which position to
take. If the number of people is less and you can maintain eye contact, you could go in
for a sitting position. If you have to be authoritative and the audience is large, you can go
for the sitting-standing position.
4(iv) Public: This zone starts from 12 feet and may extend to 30 feet or to the range of
eyesight and hearing. Events that take place in this zone are formal. Here the audience
views what is happening as an impartial observer. The degree of detachment is very high.
The audience is free to do whatever it feels like. Here the speaker has to raise his voice to
communicate to others or use a microphone. Public figures like the Prime Minister of a
country, for example, have to maintain this distance for security reasons.

0-18 inchesIntimate
18-4ftPersonal
04-12ftSocial
12 ft- EyesightPublic

Paralanguage
Paralinguistic features are non-verbal vocal cues that help you to give urgency to your voice.
Voice gives extra life to your delivery. Therefore, you may find it useful to understand the
characteristic nuances of voice, namely quality, volume, rate, pitch, articulation, pronunciation
and pauses.
Quality
Quality is a characteristic that distinguishes one voice from another. Each one of us has a
unique voice and its quality depends upon its resonating mechanism
Volume
Volume is the loudness or the softness of the voice.If the place you are speaking in is large
and open, the volume should be high and if the place is small and enclosed, the volume
should be low. In all, you should vary your volume so as to make your voice audible and
clear.
Pace/Rate
Rate is the number of words which you speak per minute. It varies from person to person and
from 80 to 250 words per minute. The normal rate is from 120 to 150 words. Use pauses to
create emphasis. A well-paced, varied message suggests enthusiasm, self-assurance and
awareness of audience.
Pitch
Pitch refers to the number of vibrations per second of your voice. The rise and fall of the
voice conveys various emotions. It helps you avoid being monotonous. Intonation refers to
the rising and falling pitch of the voice when somebody says a word or syllable. By learning
and adopting an appropriate intonation pattern, you will be able to express your intention
very clearly.
Articulation
If all the sounds are not uttered properly, the flow of understanding gets interrupted and stops
the listener from grasping the meaning of the message..
Pronunciation
If articulation means speaking out all the sounds distinctly, then pronunciation requires us to
speak out sounds in way that is generally accepted.
Voice Modulation
Modulation refers to the way we regulate, vary or adjust the tone, pitch and volume of the sound
or speaking voice. Modulation of voice brings flexibility and vitality to your voice and you can
express emotions, sentiments like impatience, careful planning, despondency, suspicion, etc. in
the best possible way.
Pauses
A pause is a short silence flanked by words. A pause in speaking lets the listener reflect on the
message and digest it accordingly
.

Artifactics
Artifacts include the things that one carries. Example the way of dressing. It adds to ones
personality .Our outlook can impress people. It is very important the way one carries oneself. It
helps the audience to interpret and analyze us better.

Personal Appearance
Personal appearance plays an important role; people see you before they hear you. As you
adapt your language to an audience, you should also dress appropriately. Appearance
includes clothes, hair, jewellery, cosmetics and so on. In todays society the purpose of
clothing has altered from fulfilling a basic need to expressing oneself. Clothes accent the
bodys movements.

Chronemics (Time Management)

Chronemics is the study of how human beings communicate through their use of time.
People have their own time language. To one person who wakes up at 8.00 a.m., 6.30 a.m. may
be early; to another, 8.00 a.m. may be late if he wakes up at 5.00 a.m. everyday!
Time language also varies from culture to culture. In Latin countries, meetings usually begin
well after their appointed time. Everyone knows this. It is customary and no one is offended by
the delay. In Scandinavia or Germany, on the other hand, strict punctuality is the rule and
tardiness is frowned upon.
Time management plays a key role in this professional world. Late as well as early arrivals both
create bad impression on ones personality. To overcome this problem one should be aware about
the time given for which careful planning, preparation and a great deal of practice is required.
Sense of time helps to indicate starting and ending of an event. It can depict interest and
disinterest in audience as well as speaker. For example looking at the watch while giving
presentation can indicate disinterest and can evade audience from listening and marks loss of
interest. Various aspects of time are temporal processing, cognitions, emotions, embodiments,
interval time and perception.

Tactilics
Tactiles or Haptics or Touch can help to reassure people, make them comfortable, or even
dissuade and discomfort them. A touch can send a positive or negative signal. We can
communicate a great deal through touch. Think about the messages given by the following: a
weak handshake, a timid tap on the shoulder, a warm bear hug, a reassuring slap on the back, a
patronizing pat on the head, or a controlling grip on your arm.
Tou c h i n g i s t r e a t e d d i f f e r e n t l y f r o m o n e c o u n t r y t o a n o t h e r. S o c i a l l y a c c e
p t a b l e l e v e l s o f touching varies from one culture to another. In the Thai culture,
touching someone's head may be thought rude. Remland and Jones (1995) studied groups of
people communicating and found that in England (8%), France (5%) and the Netherlands
(4%) touching was rare compared to their Italian (14%) and Greek (12.5%) sample.