METHODS OF COMMUNICATION

Methods of communication

Learner, are you aware that in order for businesses to communicate effectively with their customers and suppliers, they need to select the suitable methods of communication at any given business situation?  Why? To ensure effective communication all the time so that businesses are able to provide the best service to their customers and have a good working relationship with all relevant stakeholders.

Learner, have you seen how different communication strategies are used in your school? Sometimes you are given letters, newsletters and reports for your parents or guardians and at other times parents and guardians are called to a meeting with the administrators and teachers.

These methods used are different because of the different purposes of communication. Collectively, the different business communication methods are known as WOVEN, meaning Written, Oral, Visual, Electronic and Non-verbal.

Are you aware that what is written down could be used in future as reference or evidence? Learner, let us define written communication.

Written communication – means the sending of messages, orders or instructions in writing to show proof that communication took place. Examples of written communication include: letters, memorandums, circulars, telegrams, bulletins, reports, notices and minutes of meetings. All these examples gives us evidence that there has been communication between people. Learner, what are the benefits of the notices pinned in your class notice board? Remember we said notices and memorandums are part of written communication. Let us explore the benefits and drawback of using written communication.

Advantages

Disadvantages

·         A permanent record is kept for future reference, that is, whenever the information that was written is needed could be retrieved again anytime needed. For instance, even after finishing school you can still go back to your school and get your form 1 performance report. ·         Information can have sufficient details as much as possible that could be relayed as one can choose the most suitable form of written communication for any particular situation. ·         Information can be easily distributed from one person to another as they can be sent using an instrument that would widely reach a large audience, such as placing a notice on the business bulletin board or sending a notice through a newspaper. For example, when businesses advertise job vacancies on the newspaper. ·         Information can be used as reliable evidence of what was communicated as there is proof of communication because information can be stored and used when needed. ·         It is suitable for long distance communication and repetitive standing orders as it could be used to reach people from far, sent to many people at a time and messages can act as reminders in certain instances. Like when the school posts letter to parents inviting them to meetings, the same letter is sent to a lot of parents in different areas. ·         It can be revised to reduce distortions through rewriting the message as they are readily available, can give the receiver sufficient time to think, act and react.  ·         It can be used together with other methods of communication as it is easily accessible and compactible. That is why in your school your parents are sent letters and sms’s or even called.

·         There is no opportunity to use body language to clarify the message sent as one need to read the messages written on the instrument used. ·         Feedback can be delayed if the receiver has not read the message as you may find that a person does not read the message sent instantly or the length of the message is discouraging the receiver to read the message. ·         Language used in the message may be too technical or difficult for the receiver to understand such that some people or businesses will not understand what was written and would need clarity on some certain issues. ·         The message may not reach the intended receiver as it may get lost before it reaches the receiver or may fall onto the wrong hands such that the receiver does not read the message. You know this as some of you do not give parents their letters from the school. ·         It may be unsuitable for less educated people or illiterate people as they will not understand the meaning and content written on the instrument used. ·         It may take time and is expensive to produce a message as some instruments requires more time to make like the reports your school produces, it is costly to print for every learner.

What comes to your mind when we talk about oral communication? Can you define the word oral? Take you pen and write what comes to your mind about this word. Probably you come up with words like: said, verbal, voice and sound. Can you think of a situation where oral communication could be used in your school? It is likely that you are familiar with the word as in your English Language subject there are oral activities that you do. Learner, let us define oral communication.

Oral or verbal communication – occurs when people exchange messages face-to-face. For instance, people can have direct conversations, hold interviews or discuss things in a meeting or over the phone. This is two-way communication because both the sender and receiver have a chance to say something.

Do you know that at times when you want a space in form one you are expected to attend an interview which could either be written or oral? Remember we said interviews and direct conversations are part of oral communication. Let us explore the benefits and drawback of using oral or verbal communication.

Advantages

Disadvantages

·     Immediate feedback can be given especially in face-to-face discussions and interviews, so decisions can be made quickly without delays.  ·   The sender can use body language to clarify or emphasize message. For example, usually learners learns best when the teacher is demonstrating a concept or through modelling.  ·         The message is direct and cannot be easily changed or distorted as it comes from the sender to the receiver not from a third party. For instance, learner, it is important to attend all classes to get firsthand information from the teacher.  ·  The receiver has the chance to ask for clarification as both the receiver and sender have the chance to improve their understanding of the messages exchanged.

·  A detailed written record of what was communicated is usually not kept, that is, there is no proof or evidence of communication. ·         It is not convenient for long messages as it may happen that by the time the message is completed, the receiver may have forgotten the previously spoken important points. For instance, that is why in your school your periods are not too long. ·   Message may be affected by a language barrier if the receiver does not understand the language that is being used by the sender. ·   The message may soon be forgotten if a proper record is not kept thus message cannot be used for future and could be easily denied. For example, it is likely that learners refuse to be punished if the class prefect did not write down the noise markers, so teacher cannot have the list of the learners to be punished.

 

Learner, our next method of communication is visual communication. Can you define the word visual? Probably now you are thinking about televisions, video and Skype. That shows that you have an idea. Learner, let us then define visual communication.

Visual communication – occurs when messages are sent through images or symbols that people can observe and then get the meaning. These includes pictures, videos, posters, graphs, billboards and diagrams. Usually, messages such as advertisements are delivered using this method of communication. It is effective when used together with other communication methods, like written, electronic and oral. Let us explore the benefits and drawback of using visual communication.

Advantages

Disadvantages

·    It is easy to remember, as seeing is believing as a picture is worth a thousand words, so customers would be able to remember what they saw. ·      It attracts the receiver’s attention like when an image is used a person is likely to look and follow than a set of words written or spoken. That is why some teachers uses charts, diagrams and pictures when teaching. ·   It creates interest in the message as everyone can explain the meaning of it very easy. For instance, science teachers usually uses images to present concepts that are difficult. ·      Colour and movement can be used to create impact. An image, a video or a graph is not just a way to get attention of your audience but it is also a way to win their trust. ·  The message is easy to understand as the sender can be able to illustrate complex or difficult ideas in a proper way.

·      Messages can be shown too quickly for the receiver to understand such that the receiver does not get the correct meaning of the message. ·       The receiver needs to pay close attention to get the message received correctly as some of the visual communication instruments shows pictures in motion, like the television. · Receivers can interpret the message differently if the sender is not able to explain clearly such that the receiver does not understand the message then act in an appropriate way. ·    Details shown can confuse the receiver if the message presented to them is complex or difficult to understand.

 

Learner, our next method of communication is electronic communication. For sure now you are thinking about electrical appliances like kettles and stoves. Shouldn’t you be thinking about radios, televisions and cellular phones? If not, then what do you think electronic communication is? Let us define electronic communication.

Electronic communication – is any transfer of messages using Information Communication Technology (ICT). For electronic communication to occur, both the sender and the receiver must have access to telecommunication devices. For example, you cannot receive a phone call if you do not have a phone. Learner, would you have been able to listen to this lesson on the radio if you did not have a radio? So, electronic communication is made possible by a telecommunication set-up that include devices such as radios, televisions, cellular phones and computers connected to the internet. Let us explore the benefits and drawback of using electronic communication.

 

Advantages

Disadvantages

·     Messages are transferred instantly or faster as it requires only a few seconds to transmit message and encourages feedback. Like the use of the internet and cellular phones. ·      It facilitates worldwide communication as the internet allows for the coverage of  the whole world quickly. For instance, managers can easily control their operations across the globe if using videos or teleconferencing. ·     It gets improved more frequently as new and better devices are produced every day. Learner, look at the cellular phones and other gadgets that you are using nowadays. They change now and then as they have new advanced features. ·   It can create, transmit and store information at the same time and information could be used in the future as reference.

Information can be destroyed by viruses such that some messages may not be retrieved due to system errors or faults with the technology. Devices can be expensive compared to other modes of communication as the process of coming up with technology or installing the equipment to use is costly. Confidential information can be stolen and abused by hackers such that a business loses important information that could be stolen by these hackers through the internet. Technology is changing every day and therefore poor countries cannot afford the new or advanced technology.

 

Learner, our next method of communication is non-verbal communication. Do you know that people can be able to communicate with each other without the use of words, but still communicate effectively? Let us define non-verbal communication.

Non-verbal communication – occurs when messages are sent and received without the use of spoken language. It include gestures, facial expressions, signing and body positions also called postures. This means that non-verbal communication happens through body language and sign language. Facial expressions, gestures, voice tone, mouth movements, touching, appearance and eye contact are all examples of non-verbal communication. Let us explore the benefits and drawback of using non-verbal communication as a method of communication in a business.

Advantages

Disadvantages

·       Messages are transferred faster as message reaches the receiver instantly. ·     Some meanings are similar throughout the world and could be used by people who would understand each other. For example, a smile is a facial expressions for happiness. ·    It can improve the meaning of spoken words as non-verbal complement the verbal message to express the meaning of a message. For instance, teachers in class usually emphasise their lesson through the use of gestures and signs for learners to understand. ·    It helps illiterate, handicapped people and where there is a language barrier to understand message through the use of gestures, signs, facial expressions, eye contact, distance and touching. ·      It facilitates expression of messages clearer than written or oral communication as it could be used to repeat a verbal message.

·      It may be difficult to understand non-verbal cues because it can be vague and inaccurate as it requires a lot of repetition as some people may not get the message being sent across.  ·  It is difficult to observe all non-verbal messages at the same time because while watching someone’s eyes, you may miss something significant in a hand gesture. ·      Different cultures attach different meanings to some non-verbal messages because what is seen as positive in one culture may be seen as negative in another culture. Even with the sign language, some signs are not universal. ·      Information can be highly distorted as both the sender and receiver can fail to interpret messages correctly. · Non-verbal communication can cause organisational conflict if it is not managed well, as it is not possible to stop it as people will continue to communicate with gestures.

 

Factors to consider when choosing an appropriate method of communication

Learner, now that you know all the five different methods of communication namely written, oral, visual, electronic and non-verbal (WOVEN), you can now be able to see which one is effective in which situation.

Learner, are you aware that selecting the best method of communication can save time and reduce confusion in organisations? Let us look at the factors to consider when selecting an appropriate method of communication:

·      Nature of message – this is the kind of message that need to be send which depends on its importance and the person intended for.

·      The cost – the business need to choose a relatively cheaper but reliable method of communication to communicate within and outside the business.

·      Urgency and time available – this is the amount of time a message takes to reach the receiver and how soon feedback is required.

·      Reliability – the business needs to see which methods are safe and dependable for sending confidential messages.

·      The distance – how far a message needs to travel to reach the receiver will determine how the message will be sent, such as face-to-face, e-mail or videoconferencing. 

·      Available technology – other tools of communication require that both the sender and the receiver need to have access to the internet to use this communication method, such as computer or cellular phone. 

·      Proof of communication required – if a record of communication must be made available, then a method of communication that provides proof should be used, such as an e-mail or a letter.