Handout of Administrative Communication

CHAPTER THREE

MEDIA OF COMMUNICATION

3.1. Verbal communication: written and -oral communication

Verbal Communication
Verbal communication refers to the form of communication in which message is transmitted
verbally; communication is done by word of mouth and a piece of writing. Objective of every
communication is to have people understand what we are trying to convey. In verbal
communication remember the acronym KISS (keep it short and simple).

When we talk to others, we assume that others understand what we are saying because we know
what we are saying. But this is not the case usually people bring their own attitude, perception,
emotions and thoughts about the topic and hence creates barrier in delivering the right meaning.

So in order to deliver the right message, you must put yourself on the other side of the table and
think from your receiver’s point of view. Would he understand the message? How it would
sound on the other side of the table?

Verbal Communication is further divided into:

 Oral Communication
 Written Communication

3.1.1 What is Oral Communication?

Oral media is the communication where the message or information exchanges by spoken words.
It can be done by both face to face and mechanical devices. And definitely both will take place
an important position in the organization.
In an organization, face to face communication can be done through conference, seminar, group
discussion, personal interview, etc. Mechanical devices play an important role in modern
business communication process which include telephone, mobile, etc.

In general, in oral communication, Spoken words are used. It includes face-to-face

conversations, speech, telephonic conversation, video, radio, television, voice over internet. In
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oral communication, communication is influence by pitch, volume, speed and clarity of

speaking.

3.1.1.1 Advantages of Oral Media

1. Speed: Once you make contact with your audience, there is no time lag between the
transmission and reception of massage.
2. Listeners’ attention: You might spend hours drafting a memorandum, letter or report only to
have recipient scan if superficially or not read it at all. In a personal contact, however,
you have much more command over the receiver’s attention.
3. It saves time: Where action is required to be taken immediately, it is advisable to
communicate orally.
4. It saves money: At one time you can communicate with more than one person and it saves
money as compared to the written communication when it is within the organization.
5. It allows instantaneous feedback: When you speak directly to one or more listeners, you can
respond to questions as soon as they arise. You can revise quickly if you have used
the wrong word and offended or confused your audience.
6. Supplement by non-verbal clues: The person receiving oral communication can combine it
with the expressions and other non-verbal clues around the speaker, the message can
be better understood.

3.1.1.2 Limitations of Oral Media

Although it has many advantages, oral communication is not always the best approach. It suffers
from the following disadvantages:
1. No evidence: There is no documentary proof of oral communication and as such the impact of
oral communication is purely temporary.
2. Difficult when the message is lengthy: The lengthy messages are not suitable for such type
of communication, because of poor retention power of human beings.
3. Expensive and time consuming: This happens when the communicator and receiver are far
removed from each other or when the people who need to communicate are
separated by longer distance, personal contact is expensive and time
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consuming. Even a cross-town trip for a half-hour meeting can take most of
the morning or afternoon, depending upon traffic or weather.
4. Serious deliberation is not possible: A serious thought is not possible on the subject because
the receiver has to take an immediate decision in response to the
communication received.
5. More prone to physical noise: An oral message has more probability of getting distorted
because of physical noise of speech, somebody interfering in between, and
likewise.
6. Weak to legal validity: Oral massages do not have any legal validity unless they are taped
and made a part of permanent record.

3.2. Written Media

3.2.1 What is written Communication?
Written media is best suited when the communicator and the receiver are beyond oral
communication medium. The executives in all organizations can maintain effective
interdepartmental and intradepartmental connection through messages by written words. This
media of communication involves sending message by written words. Written media covers all
kinds of subject matter like memorandums, notices, reports, financial statements, business letters
etc. This type of communication simply means a process of reducing message into writing which
is extensively used in organizations. Or
In written communication, written signs or symbols are used to communicate. A written message
may be printed or hand written. In written communication message can be transmitted via email,
letter, report, memo etc. Message, in written communication, is influenced by the vocabulary &
grammar used, writing style, precision and clarity of the language used.

Written Communication is most common form of communication being used in business. So, it
is considered core among business skills.
Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the types
of written communication used for internal communication. For communicating with external
environment in writing, electronic mail, Internet Web sites, letters, proposals, telegrams, faxes,
postcards, contracts, advertisements, brochures, and news releases are used.
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3.2.1.1. Merits of Written Media

 Accurate
 Precise
 Permanent record: Written communications provide record for every message sent and
can be saved for later study.
 Legal document
 Can reach a large number of people simultaneously
 Helps to fix responsibility
 Messages can be edited and revised many time before it is actually sent.
 A written message enables receiver to fully understand it and send appropriate feedback.

3.2.1.2. Limitations of Written Media

 Quick clarification not possible
 Unlike oral communication, written communication doesn’t bring instant feedback.
 It takes more time in composing a written message as compared to word-of-mouth and
number of people struggles for writing ability.

3.2.4. Writing Techniques

3.2.4.1. Adaptation and Selection of Words
Effective writing techniques give stress on simplicity while using words, short sentences and
brief paragraphs and simplicity in terms of adaptation. Adaptation of words according to the
message addresses to the specific reader. All the readers do not have the same ability to
understand a message; they do not all have the same vocabulary, the same knowledge about the
subject. Thus, to communicate clearly we should know the person with whom we wish to
communicate. The message should fit the person’s mind. For this reasons it is advisable to adopt
the following techniques during written communication.
A. Use familiar words
Unfortunately, many business writers do not use familiar language enough instead; they tend to
change character when they begin to put their thoughts on paper.
B. Choose the short over the long word
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Generally, short words communicate better as a heavy proportion of long words confuse the
reader.
C. Use technical words with caution

3.2. Nonverbal Communication

Nonverbal communication is the sending or receiving of wordless messages. We can say that
communication other than oral and written, such as gesture, body language, posture, tone of
voice or facial expressions, is called nonverbal communication. Nonverbal communication is
all about the body language of speaker.
Nonverbal communication helps receiver in interpreting the message received. Often, nonverbal
signals reflect the situation more accurately than verbal messages. Sometimes nonverbal
responses contradict verbal communication and hence affect the effectiveness of message.

Nonverbal communications have the following three elements:

Appearance
Speaker: clothing, hairstyle, neatness, use of cosmetics
Surrounding: room size, lighting, decorations, furnishings
Body Language
facial expressions, gestures, postures
Sounds
Voice Tone, Volume, Speech rate

3.3. VISUAL AND AUDIO-VISUAL COMMUNICATION

3.2.5. Electronic Writing Process
Electronic communication (or e-communication) places new demands on language that leads to
interesting variations in written language use. Hailed as a powerful educational resource, the e-
medium has not only revolutionized the composing process but has also been found to encourage
participation in writing activity. One reason for this is that e-mail and online chats provide a non-
threatening atmosphere in which writers feel less inhibited about expressing themselves,
encouraging even timid students who usually refuse to speak in face-to-face discussions to
actively participate in online chats.
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Another reason is that the Web provides an arena for writers to present their work to a real and
larger audience that extends beyond classroom and school boundaries. When students realise that
they are going to put their work on the Web for readers in the real world, they are motivated to
write.
4.2.5 Developing Different Units of Writing in Business Communication
A. Memorandums (Memos)
A memorandum (plural: memoranda) is short piece of writing used by an officer of an
organization to communicate within the organization. It is also called interoffice memorandum.
The literal meaning of the word memorandum is a note to assist the memory. A memorandum is
used for internal communication between executives and subordinates. It is never sent outside
the organization.
Purpose of Writing Memorandums
Memorandum (memos) may be used for any official communication. Usually, they are used for:
 conveying schedule message.
 submitting periodical reports.
 communicating changes in organization.
 issuing instruction to the staff.
 conforming a decision made at phone.
 asking certain special information.
 writing suggestions