Chapter9.

Nonverbal communication

is any messages that is not written or spoken. e.g. body language and visual symbols

One-way communication

information is transferred in one direction only, from sender to receiver, there isn't any opportunity for the receiver to give feedback to sender.

Oral communication

involves speaking to another person and is one of the most common communication methods used in business. e.g. conduct interviews, ask questions of colleagues, counsel employees, give instructions etc.

External communication

is concerned with how a business communicates with and is viewed by other business and stakeholders outside the business.

Body language

is the use of gestures, facial expressions and postures yo communicate. e.g. facial expressions, posture and gesture

Visual communication

is the use of symbols to communicate. e.g. brand symbols or logos

Two-way communication

is when one person is sender and they transmit a message to another person who is receiver. The receiver send back a response acknowledging the message was received afterwards.

Verbal communication

means using words, either spoken or written

Advantages of written communication

.there is a permanent record of the message. .more time can go into its preparation and proofreading, ensuring greater accuracy. .messages can convey authority. .information can be easily distributed to a wide audience. .complex information can be read and re-read. .visuals can be embedded in the text to provide clarification.

Advantages of oral communication

.communicators can get to know each other. .feedback is instantaneous. .nonverbal gestures may reinforce the spoken message. .it is quick and usually accurate. .voice tone can be used to stress important points. .it allows for the personal touch. .there is flexibility to modify the approach depending on the response. .messages can be 'off the record' and 'private'.

Disadvantages of written communication

.feedback is often slower and/or difficult to receive. .the message has an important nature. .preparation is time consuming. .it is relatively expensive to print and distribute information overload occurs as a result of increased paperwork. .hard or electronic copies incur high storage costs. .forgery is possible

Type and purpose of internal communication

.gather information .share ideas .clarify issues .get to know people .persuade .appraise employee performance .provide information

Type and purpose of external communication

.improve public relations .confirm arrangements .give instructions .provide information .improve customer service

Disadvantages of visual communication

.it can be expensive, especially if technological equipment is used. .it does not contain a lot of information. .misinterpretation of the message is possible. .possible confusion can occur as a result of the proliferation of many symbols.

Disadvantages of body language communication

.it can complicate oral communication by giving contradictory messages. .there is on universal meaning to gestures. .people can be unaware of body language implications. .it may reveal more than is intended. .it can be misinterpreted.

Advantages of visual communication

.it reaches a large audience. .it is often easier to remember. .usually, it is relatively fast method of communicating. .it does not rely on language skill to communicate the message. .it readily gains people's attention.

Advantages of body language communication

.it reinforces the oral message. .it bypasses language barrier. .it provides instant feedback on a message. .some gestures are universal in their meaning. .it is powerful tool for handling serious and sensitive situations. .it is more reliable than oral expressions.

Stakeholder

are individuals or groups with an interest in the future growth and success of the business. For example, shareholder, managers, employees, customers and suppliers all have a vested interest in the success of a business.

Written communication

are use by managers to pass on ideas and information inside and outside a business. e.g. it is more appropriate to send out a media release when making important announcement than communicating via text message.