BC Unit 2

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Types and Channels of CommunicationUnit-2 MB0039Smita Choudhary

Unit 2 Business Communication

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Unit Outline

1. Types of Communication

Verbal communication

Non-verbal communication

2. Classification of communication channels

3. Criteria for selection of communication channels

4. Comparison of oral and written channels

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Types of

Communication1. Verbal CommunicationA. Oral Communication e.g. meetings, presentations

B. Written Communication e.g. memos, circulars, notices, letters, reports,

email.

2. Non-verbal Communication

e.g., gestures, facial expressions, tone of voice

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Facial Expressions

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Verbal Communication

Guidelines Words with multiple meanings

Specific vs. general statements

Overuse of jargon

Biased and sexist language

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Characteristics of Non-verbalCommunication

Unintentional and unavoidable

Forms powerful impressions

Not always clear

Cannot express some messages Varies across different cultures

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Classification of Non-verbal

Communication

NAME DESCRIPTION

Kinesics Body movements

Proxemics Personal space and distance

Time Language Importance given to time

Paralanguage Tone ofvoice

Physical Context Physical environment/

surroundings

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Classification of Non-verbal

Communication

1. Kinesics How the body communicates without words Face and eye movements

Gestures

Head movements

Body shape and posture

Appearance

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Classification of Non-verbal

Communication

2. Proxemics

How we arrange personal space and what we arrange in it.

Types of space

- intimate space

- personal space

- social space

- public space

- fixed space vs. semi-finished space.

Use of space determines leadershippositions

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Classification of Non-verbal

Communication

3. Time language

Meaning attached to time.

Differs from person to person

Varies across cultures

Should be adapted to fit receivers perspective

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Classification of Non-verbal

Communication

4. ParalanguageTone of a speakers voice vs. the message/content

Pace

Pitch

Smoothness of voice

Volume

Emphasis

Importance of avoiding mixed signals

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Classification of Non-

verbal Communication5. Physical Context

Physical environment within which we

communicate

Color language Layout of work space

Design of furniture

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Classification of Communication

Channels

Channel

Communi-

cation is

oral

Communi-

cation is

written

Communi

cation is

non verbal

Immediate

feedback

possible

Personal

In nature

Two-way,

face-to-

face

Yes No Yes Yes Yes

Two-way,

not face-

to-face

Yes No No Yes No

One-way,

not face-

to-faceNo Yes No No No

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Selecting Appropriate Channels

Criteria Channel

Problem-solving, improving

relationships

Oral face-to-face one to one

meetings

Need for visual support Oral face-to-face demo, slide

presentation

Need for immediate feedback Oral face-to-face/Non face-to-

face

Formal tone Written communication

Complexity of ideas Written communication

Need for quick contact Oral face-to-face

Quantity of information Written communication

Degree of control Oral face-to-face

Keeping permanent records Written communication

Personalized quality Oral face-to-face

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Oral vs. Written Communication

Characteristics OralCommunication

WrittenCommunication

Interactivity High Low

Complexity ofinformation

Low High

Detailed information Low High

Immediate response High Low

Personal nature High Low

Degree of Formality Low High

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