BUSINESS COMMUNICATIONCHANNELS AR T O F VE RBAL A N D N O N VE RBAL C O M M U N ICAT I O N FARIDAH CHE IN 2 0 2 3 JECKIE JEPAT CHANG
POLITEKNIK KUCHING SARAWAK MINISTRY OF HIGHER EDUCATION KM22, JALAN MATANG, 93050 KUCHING, SARAWAK. Phone No : (082) 84559678 Fax No : (082) 845023 E-mel : [email protected] Website : http://www.poliku.edu.my Copyright © 2023 Politeknik Kuching Sarawak All rights reserved. No parts of this publication may be copied, stored in form or by any means, electronic, mechanical, photocopying and recording or otherwise or by any means for reproduced without the prior permission of Politeknik Kuching Sarawak Authors JECKIE JEPAT CHANG FARIDAH BT CHE IN e ISBN 978-967-2953-94-4 Published by: Politeknik Kuching Sarawak Ministry Of Higher Education
PREFACE Business Communication Channel book enables the students understand and will like this book for many reasons. It is written simply and the layout is attractive. This book gives emphasizes towards the verbal and nonverbal communication in business. The book was prepared by lecturers who have been teaching the course for more than 5 years. The strength and weaknesses of student during teaching & learning process can be identified by him based on experience and performance previous students. The content of the note is written using simple English language. This book is an idea of innovating the learning and teaching process because: We hoped that this book can be benefit all students and can help students achieve excellent results Jeckie Jepat Chang Faridah Che In Lecturer of Commerce Department PKS
C OMMUNICATI O N Channel Business TABLE OF CONTENTS Concept communication 1 2 3 17 31 37 Verbal business Communication Types of Verbal Communication Nonverbal Communication Factors to consider when choosing channel of business communication References
CONCEPT COMMUNICATION Knowledge, feelings or thoughts are encoded and sent from at least one person and received and decoded by another. Meaning is given to this message as the receiver interprets the message. A connection is made between the people communicating. Communication is a channel by which people can share their messages, emotions, feeling, values with each other. Communicat ion is any behaviour – Verbal, non verbal or graphic that is perceived by others. Communication means interact between two or more people for exchanging information. Occurs between two or more parties to exchange business related information. 1 C OMMUNICATI O N Channel Business
VERBAL BUSINESS COMMUNICATION Oral communication Written communication Electronic communication Types of verbal business communication: It is a form of communication in which you use words to interchange the information with other people either in the form of speech or writing. C OMMUNICATI O N Channel Business 2
TYPES OF VERBAL COMMUNICATION Implies communication through mouth (spoken word). Deliver low-distortion messages because body language and voice intonation also provide meaning for the receiver. Allow for immediate feedback of the communication to the sender. Generally used in organizations when there is a high likelihood of the message creating anxiety, confusion, or an emotional response in the audience. Useful when the organization wants to introduce a key official or change a longestablished policy, followed up with a written detailed explanation. The richest mediums and include: Face-to-face, in-person presentations, mobile phone conferences, group presentations, telephone, video meetings, conferences, speeches, and lectures. C OMMUNICATI O N Channel Business 3 ORAL COMMUNICATION
TYPES OF VERBAL COMMUNICATION C OMMUNICATI O N There is high level of understanding and transparency in oral communication as it is interpersonal. There is no element of rigidity in oral communication. There is flexibility for allowing changes in the decisions previously taken. The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly without any delay. Oral communication is not only time saving, but it also saves upon money and efforts. Oral communication is best in case of problem resolution. The conflicts, disputes and many issues/differences can be put to an end by talking them over. Oral communication is an essential for teamwork and group energy. Oral communication promotes a receptive and encouraging morale among organizational employees. Oral communication can be best used to transfer private and confidential information/matter. Channel Business 4 ORAL COMMUNICATION ADVANTAGES
TYPES OF VERBAL COMMUNICATION C OMMUNICATI O N Channel Business 5 ORAL COMMUNICATION Relying only on oral communication may not be sufficient as business communication is formal and very organized. Oral communication is less authentic than written communication as they are informal and not as organized as written communication. Oral communication is time-saving as far as daily interactions are concerned, but in case of meetings, long speeches consume lot of time and are unproductive at times. Oral communications are not easy to maintain and thus they are unsteady. There may be misunderstandings as the information is not complete and may lack essentials. It requires attentiveness and great receptivity on part of the receivers/audience. Oral communication (such as speeches) is not frequently used as legal records except in investigation work. DISADVANTAGES
TYPES OF VERBAL COMMUNICATION Oral communication is best when it is face to face. There is immediate feedback which makes clarification possible Voice, tone, expression, eye contact and movements add Significance to the words. C OMMUNICATI O N Channel Business 6 FACE TO FACE
TYPES OF VERBAL COMMUNICATION C OMMUNICATI O N Channel Business 7 TELEPHONE AND VOICE MAIL CLARITY OF SPEECH AND SKILLFUL USE OF VOICE ARE IMPORTANT NAMES AND ADDRESSES COMMUNICATED ON THE TELEPHONE ARE SOMETIMES WRONGLY RECEIVED TELEPHONE SKILLS AND MANNERS ARE NECESSARY
TYPES OF VERBAL COMMUNICATION C OMMUNICATI O N INTEGRAL PART O ANY ORG.-COMBINED READING, WRITING, SPEAKING AND LISTENING SKILLS Channel Business 8 MEETINGS IT MAY BE DEFINED AS A TEAM ACTIVITY WHERE SELECT PEOPLE GATHER TO PERFORM WORK THAT REQUIRES GROUP EFFORT MEETINGS ARE HELD TO PLAN FOR AN EVENT, TO DISCUSS FINANCIAL MATTES, TO ARRIVE AT SOLUTIONS TO PROBLEMS OR SIMPLY TO INFORM.EG: VIDEO CONFERENCING.
TYPES OF VERBAL COMMUNICATION 9 Speech came before writing. But writing is more unique and formal than speech. Effective writing involves careful choice of words, their organization in correct order in sentences formation as well as cohesive composition of sentences. Writing is more valid and reliable than speech. But while speech is spontaneous, writing causes delay and takes time as feedback is not immediate. With written communications, the writer must provide enough context that the words can be interpreted easily. The receiver should be alert for ambiguity and ask for clarification if needed. Written messages are effective in transmitting large messages. Humans are limited in the amount of data they can absorb at one time. C OMMUNICATI O N Channel Business WRITTEN COMMUNICATION
TYPES OF VERBAL COMMUNICATION 10 Written information can be studied over time. Written communications can be carefully crafted to say exactly what the sender means. Formal business communications, such as job offer letters, contracts and budgets, proposals and quotes, should always be written. Written communications include: Texts, memos, letters, documents, reports, newsletters, spreadsheets, etc. (Even though e-mails are electronic, they are basically digital versions of written memos.) C OMMUNICATI O N Channel Business WRITTEN COMMUNICATION
TYPES OF VERBAL COMMUNICATION Written communication helps in laying down apparent principles, policies and rules It is a permanent means of communication. Thus, it is useful where record maintenance is required. It assists in proper delegation of responsibilities. While in case of oral communication, it is impossible to fix and delegate responsibilities on the grounds of speech as it can be taken back by the speaker or he may refuse to acknowledge. Written communication is more precise and explicit. Effective written communication develops and enhances an organization’s image. It provides ready records and references. Legal defenses can depend upon written communication as it provides valid records. C OMMUNICATI O N Channel Business WRITTEN COMMUNICATION Advantages of Written Communication 1 1
TYPES OF VERBAL COMMUNICATION Written communication does not save upon the costs. It costs huge in terms of stationery and the manpower employed in writing/typing and delivering letters. Also, if the receivers of the written message are separated by distance and if they need to clear their doubts, the response is not spontaneous. Written communication is time-consuming as the feedback is not immediate. The encoding and sending of message takes time. Effective written communication requires great skills and competencies in language and vocabulary use. Poor writing skills and quality have a negative impact on organization’s reputation. Too much paper work and e-mails burden is involved. C OMMUNICATI O N Channel Business WRITTEN COMMUNICATION Disadvantages of Written Communication 12
TYPES OF VERBAL COMMUNICATION 06 Publicity materials C OMMUNICATI O N Channel Business 1 3 TYPES OF WRITTEN COMMUNICATION 01 02 03 04 05 Memos Business letters Report Newsletters Notices, advertisements and leaflets
1.Memos A memo is used only for internal communication unlike letters which serve internal and external. Format simple, just pass on information, issue instruction, to give and seek permission or suggestions---on official letter head. 2. Report Representation of facts and figures or an objective statement of an event. It requires collection of data, analysis and arranging the facts in a logical manner. It should be reader oriented, precise, accurate, relevant, objective and unbiased. Reports can include supporting data and detailed explanations when it is important to persuade the receiver about a course of action. 3. Newsletters 4. Notices, advertisements and leaflets 5. Publicity materials 6. Business letters C OMMUNICATI O N Channel Business 14 TYPES OF VERBAL COMMUNICATION TYPES OF WRITTEN COMMUNICATION
TYPES OF VERBAL COMMUNICATION Television broadcasts, web-based communications such as social media, interactive blogs, public and intranet company web pages, Facebook, and Twitter belong in this growing category of communication channels. Electronic communications allow messages to be sent instantaneously and globally. People can talk face-to-face across enormous distances. Marketing and advertising can be targeted to many different types of customers, and business units can easily communicate in real time. This is especially important when customers must be advised of product recalls or security issues. Although extremely effective, the widespread utilization of electronic communications for business purposes can also be risky. C OMMUNICATI O N Channel Business 15 ELECTRONIC COMMUNICATION
TYPES OF VERBAL COMMUNICATION C OMMUNICATI O N Channel Business 16 TYPES OF ELECTRONIC COMMUNICATION 1 2 5 7 3 4 6 Podcasting Electronic mail Instant messaging Videoconferencing and telepresence Blogs Mobile business application Social media
NONVERBAL COMMUNICATION Facial expression Gesture and posture Vocal characteristics Personal appearance Touch Time and space Nonverbal communication is the transfer of information through body language, facial expressions, gestures, created space and more. For example, smiling when you meet someone conveys friendliness, acceptance and openness Aspect of nonverbal business communication C OMMUNICATI O N Channel Business 17
C OMMUNICATI O N Channel Business 18 NONVERBAL COMMUNICATION FACIAL EXPRESSION Communication that allow individuals to share a message through the use of their eyes, eyebrows, mouth, and facial muscles. Using the eyebrows, mouth, eyes and facial muscles to convey emotion or information can be very effective. The facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures.
C OMMUNICATI O N Channel Business 19 NONVERBAL COMMUNICATION FACIAL EXPRESSION The pars of the face express several emotions an of these the eyes are the most expressive. Looking directly—bold and arrogant. downcast eyes—shyness, fear, discomfort. raising your eyebrows-fear or surprise. The eyes, eyebrows, the forehead and the mouth together could display many expressions. Like in theatre and danceconvey the emotions of the characters they enact. Different culture attribute different meanings to these expressions. Without a doubt, the most common—and telling—nonverbal means of communication is through facial expressions. Human faces are able to make more than 10,000 different expressions, and each one articulates volumes of information with ease. Smiling, frowning, blinking, and every teenager’s favorite, eye-rolling, are the strongest and most relatable expressions, but even the smallest eyebrow twitch or nostril flare can be read with minimal effort. The most surefire way to establish a connection with a stranger, client, or even long-time acquaintance: Smile! A smile is welcoming, warm, and establishes you as a person who people want to spend time with.
C OMMUNICATI O N Channel Business 20 NONVERBAL COMMUNICATION FACIAL EXPRESSION Including smiling, frowning and blinking, which are very hard to control consciously. Interestingly, the broad facial expressions that show strong emotions, such as fear, anger, and happiness, are the same throughout the world; Facial expressions are one of the biggest forms or means through which a significantly large part of our everyday nonverbal communication takes place. There are also a large number of theories which have been explored in many types of essay writing pieces that suggest that the facial expression of an individual to give better insight into their true feelings better than the lingual forms of communication can. According to various studies, the facial expressions for various emotions can differ from one culture to another; however, the facial expression for being sad, happy, fearful, and angry is constant throughout the entire world. Facial expressions are also one of the most common forms of nonverbal communication that exists throughout the entire globe.
C OMMUNICATI O N Channel Business 21 NONVERBAL COMMUNICATION FACIAL EXPRESSION Communication that allow individuals to share a message through the use of their eyes, eyebrows, mouth, and facial muscles. Using the eyebrows, mouth, eyes and facial muscles to convey emotion or information can be very effective. The facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures.
Facial expression Gesture and posture Vocal characteristics Personal appearance Time & Space Touch C OMMUNICATI O N Channel Business 22 NONVERBAL COMMUNICATION FACIAL EXPRESSION
C OMMUNICATI O N Channel Business 23 NONVERBAL COMMUNICATION GESTURE & POSTURE Posture is critical in making a strong impression. How you stand or sit is one of the important elements in how you are perceived by others. Someone who stands with their back straight and head held high exudes confidence, assurance, and strength, while, conversely, someone who is slouched or facing the floor demonstrates uncertainty, indifference, or even weakness. To express friendliness and positivity, maintain an open posture. Stand with your legs hip-distance apart and keep your torso exposed as opposed to covered with your crossed arms. Keep your head raised and relax your facial expression. A closed posture, especially crossed arms across the chest, gives the impression of boredom or hostility or how you stand or sit, whether your arms are crossed, and so on;
C OMMUNICATI O N Channel Business 24 NONVERBAL COMMUNICATION GESTURE & POSTURE Postures and body language is considered one of the most important nonverbal cues in the field of psychology by a number of different theories. According to those theories, posture and body language of an individual can help indicate both the attitude and the overall feeling or emotion of an individual. For example, a leg crosses posture might indicate defensiveness while a more relaxed posture might point to openness. There are also many essay writing pieces written on this particular topic. There are also many seminars on nonverbal skills that talk about the importance of this particular nonverbal skill.
C OMMUNICATI O N Channel Business 25 The topic of Gestures is also one of the most common topics of nonverbal cues that have been explored by many types of essay writing pieces. And there are even workshops held all across the globe that aim at improving the nonverbal skills for the purpose of business, public speaking, and various other forms of activities. According to a number of different scientific theories, gestures can both be deliberate and unintentional. Some of the most common gestures include pointing, waving, or trying to indicate some numeric value by using fingers. Though, there are also various gestures that are specific to different cultural groups. This is also one of the most common topics that an individual can find in any social psychology book. NONVERBAL COMMUNICATION GESTURE & POSTURE
C OMMUNICATI O N Channel Business 26 NONVERBAL COMMUNICATION GESTURE & POSTURE
C OMMUNICATI O N Channel Business 27 NONVERBAL COMMUNICATION VOCAL CHARACTERISTICS Refer to 'how' you say the words. Listener "read” your voice in addition to listening to your words. E.g: how loud you speak, your tone and inflection, and sounds that convey understanding. Including tone of voice that indicate sarcasm, anger, affection, or confidence.
C OMMUNICATI O N Channel Business 28 NONVERBAL COMMUNICATION PERSONAL APPEARANCE Appearance is one of the most obvious nonverbal cues that we use every single day of our lives. There are also many factors that come under the topic of appearance and some of those include the color, the clothing, or even the hairstyle of an individual. Individuals also tend to have a number of different reactions to the kind of color of clothing that some other individual might be wearing. This is also one of the reasons behind why thousands of job seekers every year are suggested to dress appropriately for their job interview. There are also many seminars and workshops that are organized to enhance the nonverbal skills of any particular individuals. These are all the major types of nonverbal communication that individuals tend to use every single day of their lives from all across the globe. The style of dressing and grooming, which communicates one’s personality.
C OMMUNICATI O N Channel Business 29 NONVERBAL COMMUNICATION PERSONAL APPEARANCE Closeness or personal space (proxemics), which determines the level of intimacy, and which varies very much by culture. Proxemics can often be defined as the kind of personal space that any individual might often feel the need to maintain from the other individual that he or she might be with at that moment. According to various theories in social psychology, it is stated that the amount of space that an individual might need to maintain from the other individuals could be influenced by cultural expectations, societal norms, and familiarity with that other individual, various situational factors, personality characteristics, and many other factors. For example, if an individual has only recently met somebody then they are more likely to maintain a larger distance with that person in comparison to the distance that the same individual might maintain with somebody that he or she has known for many years. There are also many types of essay writing topics that tend to suggest that kind of distance individuals often like to maintain in a public or a private setting
Determines credibility, persuasiveness, status & hiring decisions. include the choice of color, clothing, hairstyles, and other factors affecting how you look. Affects public perception of organizations. Appearance can also alter physiological reactions, judgments, and interpretations. C OMMUNICATI O N Channel Business 30 NONVERBAL COMMUNICATION PERSONAL APPEARANCE
C OMMUNICATI O N Channel Business 3 1 NONVERBAL COMMUNICATION COLOR INFLUENCES COMMUNICATION M I N D M A P YELLOW CHEERS AND ELEVATES MOODS BLUE COMFORTS AND SOOTHES IN SOME CULTURES WHITE SUGGESTS PURITY IN SOME CULTURES BLACK SUGGESTS MOURNING RED EXCITES AND STIMULATES
1. RICHNESS 2. FORMALITY 4. URGENCY 5. AUDIENCE PREFERENCES 3. MEDIA AND CHANNEL LIMITATIONS 6. SECURITY AND PRIVACY C OMMUNICATI O N Channel Business 32 FACTORS TO CONSIDER WHEN CHOOSING CHANNEL OF BUSINESS COMMUNICATION
RICHNESS C OMMUNICATI O N Channel Business 3 3 Channel richness refers to the amount and immediacy of information that can be transmitted. Face-to-face communication is very high in richness because it allows information to be transmitted with immediate feed back.
FORMALITY C OMMUNICATI O N Channel Business 34 Procedures, rules. The choice of channel is a non-verbal cue that affects style and tone. For example, a memo or letter is for formal in tone and format than is a text or IM message. MEDIA & CHANNEL LIMITATION Some channels are more appropriate for certain messages. For example, a report will convey a more complex message than a text message or discussing sensitive information is more appropriate in a face-to-face meeting rather than over a text message.
URGENCY C OMMUNICATI O N Channel Business 35 Selection of the means of communication is to be made keeping in view the urgency of the communication. Time available is the main factor. The higher cost may be justified for sending the message in time. AUDIENCE PREFERENCES Who are you trying to reach? How large is your audience? What is the status of your audience? Customer personas for your target audience should be created and analyzed.
SECURITY AND PRIVACY The sender has to be careful about the safety of the message. He or she has to decide whether the message would be sent by ordinary post or by registered post; through courier or messenger, etc. If the message to be communicated is secret or confidential, such means are required to be adopted that can maintain secrecy. A telephone call can be overheard, an e-mail or fax may not be appropriate, and an office memo may be less confidential. In such cases, face-to-face talking may solve the problem C OMMUNICATI O N Channel Business 36
REFERENCES C OMMUNICATI O N Channel Business 37 Dwyer, J. (2016). Communication for Business and the Professions. 6th Edition. Pearson Education Australia. Adler, R. et al. (2013). Communicating at Work: Principles & Practices for Business and the Professions. 11th Edition. McGraw Hill Courtland L. Bovee et al. (2016). Business Communication Today. 13th Edition. Pearson Education Limited Locker et al. (2015). Business and Administrative Communication, 11th Edition, New York: McGraw-Hil Taylor, S. (2012). Model Business Letters, Emails and Other Business Documents. 7th Edition. Pearson Education Limited
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