Paper: 07, Business Communication. Module: 15, Components of Verbal Communication

Transcription

1 Paper: 07, Business Communication Module: 15, Components of Verbal Communication

2 Items Description of Module Subject Name Management Paper Name Business Communication Module Title Components of Verbal Communication Module Id Module no- 15 Pre- Basics of communication: Types, principles. Requisites Objectives To understand what verbal communication is. To know about the components of verbal communication. To learn when to use verbal communication. Keywords Verbal, oral, written, words, communication QUADRANT-I 1. Module 11: Importance & Types of Listening 2. Learning Outcomes 3. Introduction 4. Importance & Components of Verbal Communication 5. Verbal Communication- Oral 6. Verbal Communication- Written 7. When should we communicate Verbally 8. Summary 1. Module 15: Components of Verbal Communication 2. Learning Outcomes: By the end of this module, students will be able to Understand what verbal communication is Know about the components of verbal communication Learn when to use verbal communication 3. Introduction: Verbal communication consists of sharing thoughts through the meaning of words. - Penrose Verbal communication is the process which includes words, use of sounds and language to convey a message. In verbal communication, information is shared among two or more persons using speech and language. It is vital to the processes of learning and teaching as it makes use of words, vocabulary, numbers and symbols and is organized in sentences.

3 According to Bovee, Verbal communication is the expression of information through language which is composed of words and grammar. Communication refers to the suitable use of words and language necessary for effective interaction between people. Therefore, verbal communication is the process by which two or more individuals can share the feelings, opinion, information using either written or spoken words and language. 4. Importance and Components of Verbal Communication: Verbal communication is very necessary for all individuals and plays very important role in our day to day life. Required in every field of life, be it home, school or office. Facilitates expression of our ideas Useful in Making requests Helps in Solving problems It reflects our attitude through use of words for power, affiliation, attraction, responsibility. Helpful in forming bondsand building relationships with other people. Expressing Observations - Report of sensory experiences or memories Expressing Thoughts - Conclusion about or judgment of experiences and observations Expressing Feelings - Communicating emotions. Expressing feelings is often the most difficult form of verbal expression. Expressing Needs - Stating wants or requesting help or support Components of Verbal Communication: Verbal communication consists of two components: oral and written communication. Source: Bilbao, A. (2014) Verbal, Non Verbal & Written Communication, available online at 5.Verbal Communication - Oral: It consists of spoken messages which include exchange of ideas, questions or comments. Few examples of verbal (oral) communication are face-to-face conversations, group discussions, counselling, interview, radio, television, calls, memos, letters, reports, notes, etc.

4 Man is the only privileged species which can use language. Language is mostly used in speech and writing comes later. Oral communication has much wide and acceptable use when compared to written communication. As a part of everyday life, in informal relations or formal organization, we communicate more orally than in writing. Oral communication is a building block of human relations. Without oral communication, any interaction is lifeless. Thus, its importance cannot be ignored. 5.1 Formal vs Informal oral communication Informal oral communication is more widely used as compared to formal communication even in a business organization. The main reason is that communication is a two way conversation, has a social impact and is more convenient for face-to-face exchange of ideas rather than writing it down. Informal communication is also known as grapevine system. Informal system also has another quality which is known as ice breaking. It is vital in establishing the relationships. It helps in making the first move in any conversation. Most common examples or uses are: Asking about the weather conditions, enquiring about the health of family. It is used to get started with the conversation with a person. Starting the conversation with these sentences creates the warmth in relationships and increases interest of the listener. It therefore, promotes the communication further and expands the scope to various other topics. Along with informal communication, formal communication also takes place in an organization on a regular basis. Formal communication should be clear, laconic and well- thought process as it is a vital part of interaction professionally. It also helps to boost the personal career prospects. These formal techniques of communication include: Meetings Group discussions Internal presentation Conducting interviews Providing trainings All these are formal kinds of oral communication. Thus we noticed that both formal and informal types of oral communication flourish together. 5.2Components of Oral Communication Basic components of Oral Communication are: Sound Words Speech Language Conversation Sound: Sound is the fundamental component of oral type of verbal communication. Without sound, oral communication cannot be initiated. Sound can include use of words/ language or any other expressions to communicate to another person. Even a new born baby uses sound in form of a cry or giggle to communicate their needs for being fed or happiness. Therefore, while using oral mode of communication, sound remains an irreplaceable component of the communication process.

5 Source: Buzzle.com (2000), Verbal Communication Styles, available online at Words: Word is the most important component of verbal communication (both oral and written). Verbal communication is not possible without the use of words. Many times, even a standalone word in itself is enough to communicate your thoughts to another person. Word has a lot of power and they can be put together to build larger elements of language such as sentences and phrases. Were spoken, there should be clarity in words so that there can be proper and effective communication. An important thing to take care in oral communication is using simple, small and those words which are easy to understand. The way we talk, the words we choose to use are important aspects of communication. Source: Lee, K. (2014) Can one word change the way you feel about a button?, available online at

6 Choice of Words: As with written communication, you should keep your choice of words as short and simple as possible. This is much easier to do when speaking, since a natural speaking style tends to be simpler, but one needs to be conscious of it. One should be especially aware of the words when speaking at more formal occasions. Some points to remember with choice of words: Use strong and familiar words to make your concepts or ideas relevant to the experience of your listeners. Use apt level of vocabulary. Never try to use words which are out of your comfort zone. Avoid making your language complex by using unnecessary words. Use repetition to emphasize key ideas. During a speech, never use complex or confusing words in the larger benefit of yourself and the audience. Think through the best way to say something in advance. If you are going to say which can upset or confuse other person, try using the clearest and kindest way to put across your thoughts While giving a bad news, provide the background first to soften the blow. It will help them to think the things in advance and then let the words come naturally Speech Speech is a more advanced component of verbal communication. It is the skill to use the sounds that help to form the language crisp and clear (sounds such as sh, en b ). It also refers to the accurate articulation and unique sounds in a specific order to convey meaning. For speech to be effective in a relationship or in a public setting it should be conveyed with proper thought process and proper use of words so that no one finds it offensive. Also, an individual s personality and background reflects in his/her speech. Therefore, an acceptable conduct/approach should be used for speech to be successful and at the same time to avoid any misunderstanding in the communication. Speech is a mode used to share feelings with one another either in personal or public domain. When delivered effectively it enhances the interpersonal relations. On personal level, it improves trust, creates comfort zone and respect. In public domain, an effective speech delivered to larger audience motivates and encourages them. It can help the speaker to connect with them at the grass root level. On the other hand, if the articulation is not proper in the speech, it can have a negative impact on the listener. Effective speech helps to communicate the matters with such fineness that another person should be able to relate himself to that situation and feel it. It requires some effort for most people in terms of learning the rules of speech and practicing it.always follow the rule of think before you speak. Aside from communicating ideas, speech also leaves lasting impressions Language Language is another component of communication using words either spoken or gestured. It makes use of words along with grammar. A language usually has a script or writing system in place which is used while oral or written communication. It comes into existence when different words are put together to form a meaningful phrases or sentences. There are different languages spoken around the world which reflects the culture and diversity of people in different regions. Language helps in easy communication and sharing of ideas.

7 Krech (1962) explained the major functions of language from the following aspects: Language is the primary vehicle of communication. Language reflects the culture and diversity of people in different regions It also reflects the personality of the individual Language facilitates the development, growth and transmission of ideologies of different civilizations. Language connects societies and social groups Source: Kellingley, N. (2002), The use of Language and the user Experience, available online at It is also said that, language and communication are different things that cannot be separated. Language is the only mode of communication which is widely used across the globe. Though, language is not the only means of communication, but whenever communication is thought of, we always associate it with language. To use language skilfully, is the most crucial component of verbal communication as it requires appropriate expression of thoughts and feelings so that the message is properly understood.use of language to convey meaning goes well beyond basic speech. It includes figurative expressions, literal descriptions, illustrations and examples.. Different languages are born from different cultures and even same words may carry different meaning. These differences in language can lead to some interesting situations, which can be funny or informative or awkward or can even prove to be disastrous. Importance of language: It helps getting integrated socially and globally:

8 The language that we speak influences our cultural identities and our social realities. We can adapt to different cultural contexts by purposely changing our communication. Helps to know how our verbal communication disclosesprejudice toward various cultural identities based on race, gender, age, sexual orientation, and ability. Language helps us express thoughts, conclusions and judgments based on observations. Language is powerful -it helps to expresses our identities through names used by and for us. It impacts our integrity based on how we put forward our ideas. It serves as a means of controlling /monitoring when spoken in authoritative contexts. Language is very productive and gives meaning to words, can be used for various games and humorous acts Language is dynamic. It can change the meaning when referred to different cultures and regions across the world. Language helps in building in interpersonal bonds through positive communication and can spoil the relations if language is not used properly. Language isperformative, Some language is actually more like an action than a packet of information. Saying, I promise Language Is Fun- The productivity and limitlessness of language motivates some people to spend enormous amount of time discovering new things about words Conversation Conversation can be viewed as an art form where when one person has ended the other responds. Conversation is incomplete if the message is not understood properly. The best way to understand people is to listen to them.therefore, second important component of conversation after speaking is listening attentively. Being able to express yourself clearly is only half as important as being able to wait and listen. Listening attentively, rather than just waiting for your turn to talk, is the most basic part of verbal communication as it is impossible, after all, to communicate only with yourself. Thus accepting and understanding the fact that any conversation is a two way process between two or more people is important. The interactions between people include interjections, interruptions, trailing sentences, questions, topic changes and any other random thoughts. All these verbal exchanges come together in a unique way to convey ideas Listening: Source: Guillebeau, C. (2015), Professional Listening, available online at

9 Communication process is incomplete without Listening. The listening process includes receiving, understanding, evaluating, remembering, and responding to the originator s message. Listening is an active process by which we make sense of, assess, and respond to what we hear. Active listening requires the listener to provide feedback on what he or she hears to the speaker. Three main degrees of active listening are repeating, paraphrasing, and reflecting. To listen well, is as powerful a means of influence as to talk well, and is as essential to all true conversation - Chinese Proverbs 5.3 Advantages of Oral Communication Oral communication is a good idea when: One wants to appear informal In case of inviting ideas and suggestions that are likely to spark off discussions. In case of complex matters where further clarification is required. For imparting important news such as: company moves, or bad news for the team and organization. When you need to be more diplomatic, it will be more effective in face-to-face conversation than in writing. Sharing personal bad news. Highly confidential matters to share, but can t risk of putting it down in writing. 5.4 Disadvantages of Oral Communication More informal and not suitable if you want to maintain distance from another person. No permanent record of what is being communicated. Cannot use the comments for legal purpose as in written communication. Can spark the extended discussions even when you want the matter to be closed. 6. Verbal Communication - Written: This type of verbal communication does not require speech or sound. Though technically, written communication is non-verbal, it falls under this category as it includes the use of words and language. Few examples of verbal (written) communication are books, letters, text, newspapers, etc. A famous English writer Francis Bacon has said, "Reading make people a full man, writing an exact man, conference a ready man." Writing requires considerable effort in terms of time and thought process as well, while speech comes to us naturally and is more spontaneous. The word write has been derived from the old English word writan that meant to scratch, draw or inscribe. It shows that writing includes long process of drawing, inscribing or sketching and letters in the language are a result of evolution.

10 Source: Bilbao, A. (2014) Verbal, Non Verbal & Written Communication, available online at Thus written communication is a result of evolution of the entire process of thoughts, words, sentences put together in an expressive way to convey the message without use of speech or sounds. Every language has its own rules which need to be followed strictly while speech is more flexible. Writings can be documented. But to document each word of the speech all the time is not possible. Written communication gives a different impression from verbal communication Various methods for written communication in a business organization are: Memos Notice-boards Letters Faxes Internal newsletters 6.1 Features of Written Communication are as follows: Creative Activity: Writing involves a lot of continuous creative effort to make the write-up more effective, illustrative and complete. As compared to oral communication, written is more carefully thought out. There is an option in written communication to use the choice of words constructively Time factor involved: Written communication is a time consuming process. The very first person or initiator takes time to draft mail/ notice or letter. After sending out the message there is a time lag to wait for the message to reach the recipient. On receiving the message, the recipient takes more time to decode the message and respond to it Fewer Cycles: In written communication, the chain of conversation is generally less as compared to oral. In oral communication there are multiple cycles of conversation between two or more parties.

11 6.2 Written communication in Business Oral communication is best suited in personal and social life while written communication in formal business organization. Importance of written communication in businessorganization: Communication to a group: When there are too many people to have face-to-face communication, at different locations and different time zones, written communication is the best option. Authority and responsibility: Written communication gives the sender of the message an authoritative power and the receiver a sense of responsibility to perform the required task. It s the responsibility of manager to communicate on paper/ . Written communication is an essential part of organizational life. Despite new technologies in place, importance of written communication cannot be undermined. We can say the mode of transmission of written communication has seen a shift from letters to mail, but importance of both medium is equally important. 6.3 Advantages of written communication: Gives an air of formality and authority Can be used as a permanent record To communicate with a larger group and want everyone to receive exactly the same information A complicated matter is better explained if it is in writing Use written communication to avoid lengthy discussion face-to-face. It can be used as a diplomatic tool for a sensitive matter as the words can be chosen carefully and few expressions avoided which can be there in verbal communication. To let other know that a particular piece of information is in place. Example, including a recognition letter in company newsletter Written communication can be used as a reference material for future task Physical presence not required when recipient is reading/ decoding the message 6.4 Disadvantages of written communication: Use of written communication is not recommended when: People might need more clarification on the subject More discussion is needed before facts are established You want to promote informal or friendly environment Communicating a sensitive information Highly confidential information 7. When should we communicate verbally? There is a great deal of difference between written and spoken communication, in terms of the impact it has. The choice of medium says a lot about the intentions. In general, spoken communications are more informal than the written and invite more of a response. Before communicating we should think of the best approach and if we consciously select the best approach, it doubles the effectiveness of the communication.

12 For example, when you are seeking an authoritative control a formal written communication is more powerful. For example, case of refusing the leave request of a team member. If the request is denied by a written mail (pleasant but firm), there might not be another conversation as the formality of the incident gives an indication that the matter is closed. However, if the request is denied through oral conversation i.e. either face-to-face, or on phone, the applicant may try to persuade the boss again. In this way people should be observant while communicating verbally, that which component of verbal communication will be the best suited for conversation according to the situation and persons involved. 8. Summary Verbal Communication refers to the suitable use of words, sounds and language necessary to convey a message and for effective interaction between people. Verbal Communication consists of two components: Oral & Written communication Oral Communication consists of spoken messages which include exchange of ideas, thoughts, questions or comments. Few examples: face-to-face conversations, group discussions, counselling, interview, radio, television, calls, memos, letters, reports, notes, etc. It can be formal & informal in nature and uses Sounds,Words, Speech, Language, and Conversation. Oral communication is a good idea when one wants to appear informal, In case of inviting ideas and suggestions that are likely to spark off discussions, for imparting important news or while sharing highly confidential matters. At the same time the importance of the other component i.e. the written communication cannot be denied. Due to the advancement of modern technology, written communication remains the backbone of any organization. Almost all formal communications are done in writing. In comparison with the huge amount of informal oral communication, it may be possible that the percentage of written communication is very low. But no organization can do without it. Hence both the components of verbal communication are vital for conversations either private or in public.