Verbal and non-verbal communication can be classified based on medium, direction, and formality. Verbal communication includes oral communication through speaking and written communication. Oral communication refers to face-to-face spoken exchanges while written communication relies on letters, memos, reports and other written documents. Both methods have advantages like speed but also limitations regarding confidentiality, accuracy, and permanence of records. Electronic communication through email, websites, and blogs provides additional digital options for fast, widespread exchanges of information.

1. Chapter 7:
Communication Classification
We have two ears and one mouth so that we can listen twice as
much as we speak- Epictetus

2. Communication Methods
HOW WE COMMUNICATE
Expressively
Verbal Non- verbal Listening Reading
Receptively

3. Expressive communication is when
we try to make others understand
something through verbal or non-
verbal modes.
Receptive communication refers to an
understanding of what others try to
communicate to us. It takes place
through listening through listening
and reading.

4. Listening
Speaking
Reading
Writing
45%
30%
16%
9%
TIME SPENT ON

5. Communication Topology
Communication Topology
Medium
Verbal Non- verbal Formal Informal
ChannelDirection
Downward Upward Horizontal Diagonal

6. A. Classification on the Basis of Medium
Medium
Verbal
Oral
Non- verbal
Written Body
Language
Para
Language
Space
Language
Touch
Language
Time
Language

7. Verbal communication
It is written or spoken
message that uses words
to exchange
ideas/information.
The means of verbal
communication are
a)Oral communication
b)Written communication
Classification on the Basis of Medium

8. ORAL COMMUNICATION
Anything that emanates
from the mouth is
referred as oral
communication.
Verbal communication

9. Elements of Oral Communication
Listening- is a conscious activity wherein the
ears deliberately pick up the incoming stimulus,
and pay attention to what is being said.
Speaking/ presenting- presentation of knowledge
is extremely crucial for the purpose of
communication. Even an extremely
knowledgeable individual can be rendered
ineffective without proper presentation.
Oral Communication

10. IMPORTANCE OF LISTENING
1. Careful listening leads to effective learning, ‘paying attention’ and
‘concentrating on what is being said’, are the mantras of imbibing
something deep inside the mind.
2. the emphatic look in the eyes of the listener(s) assures the speaker
that the audience is taking interest. This act as a strong motivating
force, which induces him/ her to perform even better.
3. to become a successful speaker, one has to be a good listener. A
good speaker is one who gives to the listeners what they have
asked for.
4. Bad listening leads to confusion, chaos, and misunderstanding.
Listening without attention and concentration can lead to gross
misinterpretation of the facts and figures.
Oral Communication- LISTENING

11. TYPES OF LISTENING
1. Full Listening. Also known as active listening, it refers to a conscious
effort on the listener’s part to try paying attention to everything that is
being said by the speaker.
2. Discriminative Listening. Is about selectively attending to only a portion of
the information being given by the speaker.
3. Emphatic Listening. Body language, especially the eyes, reveals a lot
about what’s going on inside the mind.
4. Faux Listening. People pretend to be attentive but actually they are not.
5. Intuitive Listening. Is the highest form , where the individual silences all
ongoing internal dialogues and pays attention only to the speaker.
6. Deep Listening. It’s about listening to not only the words but emotions and
ideas as well.
7. Critical Listening. When the purpose is to accept or reject the message
after critically evaluating.
Oral Communication- LISTENING

12. Major Objectives of Presenting Information:
1. Information. Oral presentation is mostly used to
inform audience about product, services, event,
etc.
2. Persuasion. It’s an important objective of
presentation. The aim is to slightly pressurize
the audience into accepting an offer,
suggestion, or advice.
3. Goodwill Building. Oral communication also
helps in building positive and constructive
relationships.
Oral Communication- SPEAKING/ PRESENTING

13. Oral Communication Types
Face to Face (f2f) Communication- this is the most common form of
communication that takes place real time when sender and receiver in direct
contact and close proximity.
 Discussions
 Lectures
 Meetings
 Seminars
 Interviews
Oral Communication

14. B. PRINCIPLES OF SUCCESSFUL ORAL COMMUNICATION
Oral Communication
 Concise information
 ‘You’ attitude
 No hackneyed phrases
 Precision
 Logical order
 No jargons
 Avoid Latin and French

15. C. ADVANTAGES OF ORAL COMMUNICATION IN AN ORGANISATION
Oral Communication
o Time Saving. It doesn’t need too much deliberation to converse orally with someone.
o Effortless. Conversing doesn’t require too much effort as compared to writing.
o Cost Effective. Making use of oral communication, one can communicate with almost
everybody who is in the vicinity.
o Minimum Resources. What’s needed in face to face communication is a speaker and
a listener.
o Personal Touch. For communication to be effective, it has to be personalized. This is
possible only by word of mouth. That’s because while talking, body language can be
used to complement verbal language.
o Prompt Reply/ Feedback. The essence of communication lies in how prompt the reply
is.
o Flexibility. Since oral communication is real time, both parties can adjust according to
the circumstances.

16. D. LIMITATIONS OF ORAL COMMUNICATION
Oral Communication
o Time. On occasions, oral communication consumes a lot of time, especially when there
are number of recipients to be dealt with.
o Distance. Human voice has its own limitations. If two people are standing far apart,
they might not be able to understand to each other clearly.
o No mechanical/ electronic device. When people are, are located far part so that
neither can see each other nor can their voices be heard, the only alternative is a
communicating devices, if none of the devices is present, oral communication is
simply not possible.
o Bulky Information (Information overload). If there is a vast sea of information that the
receiver is exposed to, it leads to nothing except confusion.
o Instant Feedback. Instant feedback is not always welcome. Because when someone
comes up with a negative response orally- the voice, pitch, volume-all are perceived as
hostile and add fuel to the fire.
o No Legal Validity. An oral deal has no legal validity unless it has been deliberately
video recorded.

17. E. WRITTEN COMMUNICATION
It is one of the very important
types of organizational
communication. This category
of verbal communication has
only visual aspect to it and not
the auditory element.
Verbal communication

18. Means of Written Communication
Written Communication
 Letters
 Memorandum/ Memos
 Notices
 Reports
 Telegrams
 Telex
 Others (Bulletin Board, Marketing Literature,
Magazines,)

19. Writing Style/ Principle of Effective Writing
Written Communication
1. Words’ Choice. Words should be chosen very carefully because these give
form and meaning to the writer’s thoughts and ideas.
2. Accuracy. It’s not just confined to facts and figures that have been
included, it also refers to the overall presentation style.
3. Completeness. It is important to include everything in a message without
which the reader could be left guessing.
4. Simple and Short Words. Words should be always be kept simple, which
the average reader can easily understand.
5. No Jargons. Jargons are technical terms that are specific to a particular
profession or group of people.
6. No Slangs and Clichés. Because their usage indicates lack of ideas and
innovation. The reader is forced to think that the writer lacks originality.
7. Avoid Gender Biased Words. Words that are gender specific should be
avoided while expressing general ideas, such words are discriminatory
because though meant for general population, they hint a particular sex
because of the particular pronouns.
8. Paragraph Design. Short paragraphs are both good to look at and easy to
understand.

20. The Writing Process
Written Communication

21. Written Communication

22. DraftingDrafting
Get your ideas
on paper!
Use sentences and
paragraphs.
Follow the basic
structure of the genre
you have chosen.

23. PlanningPlanning
Purpose
Purpose Content
Content
AudienceAnalysis
AudienceAnalysis
OrganisingOrganising
Written Communication

24. DraftingDrafting
The environment should be serene and
peaceful so that the writer can concentrate.
The writer should decide a time frame within
which to finish off the writing work.
The writer should indulge in free writing
without any restrictions.
Written Communication
Easier portions of the writing should be written
first followed by the tough components.

25. revisingrevising
Written Communication
Revisingfor format
Revisingfor format
Revising
for style
Revising
for style

26. formattingformatting
Written Communication
Margins
Margins
Line andparagraphspacing
Line andparagraphspacing
Font sizeand style
Font sizeand style
Heading
style and
form
Heading
style and
form

27. Written Communication

28. Advantages of written communication
Written Communication
1. Organizations always want to keep a record of important
transactions.
2. Anything that has been clearly documented, has a legal validity.
3. The content can’t be altered.
4. When the message has been communicated in writing, and has
been acknowledged too, one can’t deny being ignorant of it.
5. A written document like a letter provides the recipient more time
to respond.
6. Permanency factor adds another feather to the cap of written
communication
7. Something that has been noted down somewhere can always be
referred to at a later stage.
8. It is a cheaper means of communication while reaching out to a
target that is widely scattered.

29. Disadvantages of written communication
Written Communication
1.It leads to confusion and annoys the
readers.
2.Written communication can’t weave.
3.Time factor becomes a constraint.
4.Written communication might not be
cost- effective.
5.A letter has been posted, an e-mail that
has been sent, can’t be recalled to make
amendments.

30. F. What to use? Oral or Written?
Written Communication
 Distance. When it’s about a short distance between the two pairs,
oral f2f communication is the best choice. Bit when it comes to long
distances, written communication is preferred.
 Speed. For messages that have to be transmitted quickly, telephonic
conversations are faster as compared to written messages.
 Secrecy. When the information has to kept strictly confidential,
written and sealed messages are preferred. Safety is another aspect
that has to be taken into account to prevent the message from any
kind of physical damage.
 Accuracy. Written messages are more accurate than oral because
one gets more time to think over the idea that has to be conveyed.
 Economy. Cost is another consideration while choosing a medium.

31. Oral Communication Written Communication
It is more effective while explaining
something to the audience.
It is less effective because written words
have a weaker impact as compared to
spoken words.
Body language complements the oral
message
Body language doesn’t get reflected during
written communication
Oral messages can’t be stored unless
recorded deliberately
Written messages can easily be recorded
Personal touch can be added by effective
use of body language
Though words can be used to add a
personal touch, yet these aren’t as effective
as spoken words.
With oral communication, it’s easy to judge
the underlying emotions and motives.
It’s hard to interpret the true state of affairs
through written words.
Since oral communication is instant and
spontaneous, it gives the speaker little lime
to organize thoughts.
With written messages, there is more time
that is available to think and pen down
thoughts
Instant feedback is available The sender has to wait for the response
It is extremely fast It is comparatively slow
Responsibility can’t be fixed Since the origin of the written
communication is known, responsibility can
easily fixed
Written Communication
Differences between Oral and Written communication

32. G. ELECTRONIC COMMUNICATION
Computers have completely
revolutionized the way
information is collected,
processed and communicated.
Electronic devices provide for a
fast, accurate, timely, and
economic communication
between two or more parties.

33. 2.01 Recall components of
electronic communication.
Slide 33
e-Mail
The electronic exchange of
messages and computer
files between computers
that are connected to the
Internet or some other
computer network.
Electronic Communication

34. 2.01 Recall components of
electronic communication.
Slide 34
Websites contain all the information about a
company, its products and services, special
offers, complaints handling, feedback, query
handling, etc.
Electronic Communication
Web Portals

35. 2.01 Recall components of
electronic communication.
Slide 35
Web logs or blogs are web-based journals.
Often used by individuals or groups to maintain
a record of thoughts, pictures, and interests.
Electronic Communication