Methods of communication
Messages travel by verbal methods (oral and written), non-verbal methods (body, voice, space) and visual or electronic forms. Choose the method that fits the purpose.
Oral and written communication compared
| Point | Oral communication | Written communication |
|---|---|---|
| Examples | Face-to-face talks, phone calls, meetings, interviews, presentations | Letters, memos, reports, emails, notices, minutes |
| Speed | Fast; the message and the reply are immediate | Slower to prepare and to get a reply |
| Feedback | Instant; questions can be asked at once | Delayed |
| Record | No permanent record unless recorded | Permanent record; useful as legal proof |
| Accuracy | Can be vague; details are easily forgotten | Can be planned, checked and made precise |
| Best for | Urgent, personal or sensitive matters, and building relationships | Detailed, technical, legal or routine matters, and many receivers |
Non-verbal and visual methods
- Kinesics (body movement): gestures, posture, facial expression and eye contact.
- Paralanguage: how something is said, such as tone, pitch, speed, volume and pauses.
- Proxemics: the use of space, e.g. how close people stand, or the layout of an office.
- Chronemics: the use of time, e.g. arriving early or keeping someone waiting.
- Appearance: dress, grooming, uniforms and the look of an office.
- Visual communication: charts, graphs, signs, logos, posters, colour codes and pictures. Useful when the audience speaks different languages.
Formal and informal communication
A wise manager uses formal channels for decisions and listens to the grapevine to learn what staff are worried about.
Choosing the right method
- Purpose: to inform, instruct, persuade or build goodwill.
- Urgency: urgent matters need a call or a face-to-face talk.
- Need for a record: contracts, warnings and policies must be in writing.
- Receiver: location, language, literacy and number of receivers.
- Confidentiality: sensitive matters need a private talk or a sealed letter.
- Cost: compare the cost of the method with the value of the message.
A Sri Lankan bank uses written methods for loan agreements (a legal record), oral methods at the counter and on the phone, and visual methods such as queue numbers, signs and posters in Sinhala, Tamil and English.
Structured question: “Compare oral and written communication.” A comparison table: examples, speed, feedback, record, accuracy and best use. End with one line on when to use each.
Short answer: “What is paralanguage?” Paralanguage is the way something is said (tone, pitch, speed, volume and pauses), which adds meaning to the words.
Essay: “Explain the methods of communication available to a business, with their merits and limitations.” Cover oral, written, non-verbal and visual methods, each with two merits and two limits; add formal and informal channels; end with how to choose.
Verbal = words (oral + written). Non-verbal = no words (body, voice, space, time, looks). Visual = pictures (charts, signs). Pick by purpose, urgency, record, receiver, cost.