ORAL AND WRITTEN COMMUNICATION

1. Methods of communication :-

(a) Verbal - Oral

- Written
(b) Face to face -
(c) Non verbal -
(d) Media and modes -

2. Verbal communication -

3. Oral communication -

4. How to make oral communication effective

5. Written communication

6 Comparison of oral and written communication

7. Types of written communication

8. Face to face communication

9. Non verbal communication :-

(a) Facial expressions

(b) Gestures
(c) Body languages
(d) Silence

10. Time management

11. Signs symbols and signatures

12. Graphs maps charts and pictograms

13. Space and proximity

14. Media and modes :-

(a) Mail
(b) Telex
(c) Telegraphs
(d) Telephone

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 (e) Computers
(f) Fax
(g) E Commerce

15. Written communication :-

(a) Need and importance

(b) Essentials of good written communication
(c) Functions of business letters
(d) Language in a business letter
(e) Formality in a business letter
(f) Parts of business letter :-

(i) Head address

(ii) Reference number
(iii) Rotation
(iv) Inside address
(v) Attention line
(vi) Salutation
(vii) Caption (Subject) line
(viii) Body of the letter
(ix) Signature
(x) Post script

VERBAL COMMUNICATION

Any communication that makes use of words written or spoken business

organization make extensive use of verbal communication.

ORAL COMMUNICTION

Spoken words :- Conversations, meetings, conferences, interviews, training

sessions, speeches, PA system announcements, speeches telephone talk, public speaking
etc. business man must know to communicate effectively with the spoken word as it is
quicker and direct used to informs praise, criticize, please inquire. Making oral
communication effective :-

(a) Words to be clearly and properly pronounced

( Voice control and pronunciation to be correct)

(b) Clarity and precision

(c) Brevity
(d) Proper tone
(e) Correct pitch

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 (f) Right style and vocabulary to suit the situation and the listener
(adjust vocabulary, loud men, speed of fluency and accent to attract the listener

ADVANTAGES OF ORAL COMMUNICATION

(a) Sheds of meaning can be conveyed (using to be, pitch and intensity of voice)
(b) Saves time
(c) Immediate feedback can be obtained
(d) Pursues we and carry conviction
(e) Spares money and effort
(f) Less formal
(g) Makes the communication of confidential and secret information possible.

HOW TO MAKE ORAL COMMUNICATION MORE EFECTIVE

1. The words should be clearly and properly pronounced.

2. Poor voice control and poor pronunciation act as barriers to

Communication
3. Another requirement of effective oral communication is clarity and precision.
4. Brevity is very essential, over communication should be guarded against.
5. Tropes tone is an important requisite convey the same feeling as the words.
6. Use the correct pitch the way the voice moves up or down.
7. Use the right register ie. the right style and vocabulary to suit the situation and the
listener.
.
LIMITATIONS OF ORAL COMMUNICATION

1. Can be misunderstood or misinterpreted more easily.

2. No permanent record of little value from the legal point of view
3. Only a good speaker can communicate effectively.
4. Unhelpful for lengthy communication
5. Something vital may be missed out
6. People can not retain oral messages for a long time ie it lacks permanence
7. When messages are transmitted orally it is not possible to pinpoint the
responsibility.

ADVANTAGES OF WRITTEN COMMUNICATION

1. Written communication provides a permanent record.

2. Can be used as evidence.
3. Less likely to be misunderstood in case of doubt they can be read again.
4. Accurate and exact.
5. Information can be disseminated widely with the help of printing and duplicating
machines
6. Language used in written communication is less subject to change.

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7. Can be reviewed when required over a period of time.

FACE TO FACE COMMUNICATION ADVANTAGE

1. Gestures and facial expressions can be used to reinforce an oral message
2. Feed back can be obtained by using ears as well as eyes.
3. Communications can bring their personalities to bear on the communication
process.

DISADVANTAGES
Difficult to use where participant groups are spread out.
Personal touch and effectiveness of being face to face are lost out.

NON-VERBAL COMMUNICATION
Use of other senses to experience non verbal communication .
Bartol and Martin
Communication by means of elements and behaviors that are not coded into words

Nonverbal aspects of communication account for 75-90 % of what is communications

most people believe that the manner in which you say something is more important than
what you say. Movements, facial expressions, gesticulations gestures and postures,
Physical touch , position nonverbal communication after accompanies verbal
communication.
Study Of Body Languages - Physiognomy
Silence - a form of communication
Overcome by emotion
Silence means assent ; also conveys lack of interest or concern, apathy, or indifference

FUNCTIONS OF SILENCE :-

To allow one time to think

To isolate oneself
To hurt
To prevent communication
To communicate emotional responses
To say nothing

ESSENTIALS OF GOOD WRITTEN COMMUNICATION

Good written communication must command attention and get results

It must be legible
It must be carefully planned
It should be easily understood by the reader.
Use the 4 C’s of communication clear, correct concise and courtesy
Follow correct language usage proper grammar and correct punctuation
Gather information, arrange logically and ensure proper mental focus
Editing ie re- reading , spell and grammar check and rewriting is also necessary

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BUSINESS LETTER

Complexity of modern business world; letter writing least expensive and oldest of
Secondary means of communication ;permanent written record of a business transaction.
Well thought out affirmative and authentic. Greater clarity of expression can overcome
the distance that separates the sender from the receiver provides for effective handling of
Communication.

Function of Business Letters

1. Legal - written record , evidence attract arouse interest create desire

prompt action.

2. Persuasive (Sales) AIDA (attract attention, arouse interest, create desire and
prompt action)
3. Reference - Filed
4. Goodwill - Reputation of the firm impress consumers, dealers and
others with the efficiency, promptness and sincerity of the
enterprise.

Parts of a business letter

Head address
(a) Portion - On top
(b) Contents - Name of organization
(c) Significance - full and detailed postal address emblem branch office
provides return address simple and dignified telephone No
subtle not distracting nature of business 1/50 of total
space.
Date.
(a) Portion - Three spaces below the last line of senders address
(b) Contents - Day, Month and year.
(c) Significance - Indicates when the letter was written.

1. Reference Number
On the opposite side of the date slightly above in line of below.
Contents. - File reference number of receiver and sender

Significance - For filing purposes

2. Confidential/Private/Personal Notation
Below the reference line on the left side of the page; character important for statement

3. Inside address

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Name and location of person form or company to whom the letter in addressed two
spaces below the level of the date and two spaces above the salutation in the left hand
margin ; need not be written in indented or block form.

The attention line

Two spaces below inside address and two spaces above salutation center of the page
To attract attention of a particular person to understand.

Salutation
Left side margin . Below the inside address or attention line, further with the
margin and should not be indented ; traditional greeting.

Subject line
Below salutation just above the body of the line , short title, index for filing,
reference body of the letter
a space or two below the caption line separated by paragraphs central idea, linked to
filing and indexing, good planning and presentation, polite, tactful, you attitude.

Complementary close(Subscript)
Two or three spaces below the last line of the body of the letter ;
Yours sincerely, yours truly, Yours faithfully.

Signature
Directly below the complementary close
Signature, Name, Position, Company.

Postscript
When information received in the end has to be inserted
Deliberately used to produce effect in sales letters / reminders

Superscription

Written at the top or outside

Contains
Name and address of addressee
Mailing instructions
Attention line