VERBAL COMMUNICATION

VERBAL COMMUNICATION

INTRODUCTION

          In earlier lesson you have studied about the meaning, features and significance of communication in business management. Now you will be curious to know different types of communications. At what situation, which type of communication is required? What is the difference between verbal and non-verbal communication? How do you differentiate written and verbal communication? What may be advantages and limitations of verbal, non-verbal and signal communication? These simple questions are answered in the present lesson. In an organization there exists a number of possibilities of relationships among different components. Organizations are made of human beings who are social in nature. Hence, based on the needs and purposes, there are interactions among various elements of the organizations. The interaction is possible only through proper and smooth communication among these segments to achieve organizational goals. Verbal communication is possible through formal or informal interaction which is oral in nature. On the other hand, written communication is done in black and white. There are some other types of communication which neither require oral wordings nor written details. These are different body language, where different parts of body and its movements play significant role in exchange of information and ideas. Each type of communication has its own advantages and disadvantages.

TYPES OF COMMUNICATION

VERBAL COMMUNICATION

          In an organization, as in everyday life, both formally and informally, we communicate more verbally than in writing. It is primarily oral communication that builds up human, relationships. It is the use of the art of speech, or talking, that brings the members of a family, neighbours and friends, and likewise, colleagues in an organization together. Without oral communication any organization will become just lifeless. Its importance, therefore, cannot be overemphasized.

           Oral communication is of two types- formal and informal. In a business organization there are ample opportunities for both formal and informal oral communication. But, in fact, a lot more time is spent in informal oral communication. The simple reason is that communication is essentially conversational in nature and has a social purpose. Whenever people get together there is bound to be face-to-face communication in which they will share all sorts of ideas, feelings, etc.The origin of the grapevine lies here.

          In addition to, the informal oral communication, various kinds of formal oral communication take place in an organization. Very often people in business have to make formal presentations before a group that may be large or small. At other times they have to participate in meetings and group discussions. Time to time they have to appear for or conduct interviews. Most of the letters and reports are largely dictated. All these are formal kinds of oral communication. In this way we see that both formal and informal types of oral communication thrive together.

Advantages of verbal communication

Oral communication is the most frequently used means of sending messages. Some of its advantages are given below:

It provides immediate feedback and clarification. People listening to the speaker can ask questions, makes comments, add to the clarification. People listening to the speaker can ask questions, makes comments, add to the information provided and so on. Both the speaker and the listener/listeners by turn can enter into a kind of short dialogue and make the whole communication event purposeful.

It builds up healthy climate in the organization by bringing the superior and the subordinate together. This gives the subordinate a feeling of importance and the superior a better understanding of his mind. Informal or planned meetings can greatly contribute to the understanding of problems/issues in which they become partners.

Oral communication is a time-saving device. While a letter, dictate and typed, entered in the diary, put in the envelope and carried to the person addressed will take a long time, oral transmission of the message makes the communication immediately effective.

It is the most effective tool of persuasion as it lends a personal touch to the whole business. Resolving a conflict will not be possible in the absence of oral communication. Unless a manager / supervisor ‘talks’ to the workers in a persuasive tone, the conflict will remain there. No exchange of letters can achieve what a meeting can.

Oral communication is very effective in interacting with groups. The speaker can immediately understand the group’s reaction and arrive at a satisfactory conclusion by putting his views across and exchanging points.

Oral communication is also very economical, both in terms of money and time. It saves the money spent on stationery in organizations in which the managers insist on every instruction, every message in writing.

Oral communication provides ample scope to the sender of the message to make himself clear by suitably changing his words, voice, tone, pitch, etc. On the other hand, the words once written cannot be changed. In other words, the message once transmitted in written form cannot be retracted. Oral communication on the other hand, has the advantage of on-the-spot adaptation/improvement.

Disadvantages of oral communication

Oral communication also suffers from the following limitations:

Oral communication does not always save time and money. Quite often meetings go on without any results or agreements achieved. Such meetings can be very tiring and wasteful.

Oral messages cannot be retained for a long time. It means that they must be acted upon immediately. They cannot be found in record books and we cannot refer back to them. This is a serious limitation of oral communication.

 In the absence of a taped or written record, oral messages do not have any legal validity.

Oral communication can lead to misunderstanding if the speaker has not carefully organized his thought or the listener misses the message on account of his inattentiveness.

It is difficult to assign responsibility for anything going amiss or any mistake by omission or commission in oral communication.

Improving the ability to listen:

         No oral communication can be effective without proper listening on the part of the    receiver of the message. It is very important to improve the ability to listen. It requires serious efforts on the part of the listener to absorb what he is being told. It is largely a matter of mental conditioning. We will listen carefully only if we want to listen. Mostly people become lazy, and listening requires serious work. We have to train ourselves to listen attentively. With an alert mind we have to learn to pay attention to spoken words. The best guidance in this regard is contained in the following: ‘Ten commandments of Listening’ as formulated by Keith Davis and John W. Newstrom:

Stop talking: Generally we are more interested in what we want to say than in what we are bring told. So we must stop talking before we listen.

Put the talker at ease: If the speaker is not at ease he will not be able to do his job satisfactorily. So it is very important for the listener/listeners to make the talker comfortable.

Show the talker that you want to listen: It is important not to distract the talker by looking at your watch, reading some book or newspaper or looking away from him. Moreover, you should give the talker the impression that you are listening to him to understand rather than to oppose.

Remove distractions: Certain activities like tapping with a pen or pencil, shuffling papers or passing something along distracts the talker.

Empathize with the talker: True exchange of information can take place only if we place ourselves in the position of the talker. This way we will be able to appreciate his point of view and build up a climate conducive to communication.

Be patient: patience pays. We should give enough time to the talker. There are all kinds of talkers. Some get to the point very quickly, while some take a lot more time. So we must give the talker enough time to come to his point in his own way. We must not be tempted to interrupt.

Hold your temper: Anger is the worst enemy of communication as it builds walls among the participants in the communication event. It hardens their positions and blocks their minds to others words.

Go easy on argument and criticism: Argument and criticism do not lead anywhere. On the other hand, argument and criticism put the talker on the defensive and make him angry.

Ask questions: Putting questions shows an open mind. It shows that you are listening. It shows that you are getting the message and also giving the feedback.

Stop talking: This is the last as well as the first commandment. All other commandments or rules of listening depend on it