CHAPTER 3 CHANNEL OF BUS COMM

CHAPTER 3
CHANNEL OF
BUSINESS
COMMUNICATION

LEARNING OBJECTIVES

At the end of this chapter, students should be able to:

1.

Define verbal business communication

2.

Explain the types of verbal business communication

3.

Define nonverbal business communication

4.

Explain the aspects of nonverbal business communication

5.

Explain the factors to consider when choosing channel of
business communication

VERBAL COMMUNICATION

DEFINITION

▪ The sharing of information between
individuals by using speech

▪ Individuals working within a business
need to effectively use verbal
communication that employs readily
understood spoken words, as well as
ensuring that the enunciation, stress
and tone of voice with which the
words are expressed is appropriate.

TYPES OF VERBAL BUS.
COMMUNICATION

Oral Communication

• Face to face
• Telephone and voice

mail

• Meetings

Written

Communication

• Memos
• Business letters
• Reports
• Newsletters
• Notices,

advertisements and
leaflets

• Publicity materials

Electronic

Communication

• Electronic mail
• Podcasting
• Instant Messaging
• Videoconferencing

and telepresence

• Blogs
• Mobile business

application

• Social media

Oral Communication

▪ Oral communication is the process of expressing information or ideas by word of

mouth.

i) Face to
Face

-When two or more persons talk to each other and see
each other physically, it can be termed as face to face
communication.

ii) Telephone and voice mail

• Most businesses use telephones as

their primary means of
communication (advertisement selling
products)

• Voice mail - Electronic system for

recording oral messages sent by
telephone.

• Distinguished from an answering machine

by its ability to provide service to
multiple phone lines and by the more
sophisticated functions that it offers in
addition to recording messages.

iii)
Meetings

• To provide an accurate record of

the business discussed at a
meeting

• Including decisions made , and

who is going to implement them

B) WRITTEN
COMMUNICATION

i) Memo

▪ Informal written brief, note, record, reminder, or summary used as a means of

communication

▪Normally

used

for

communicating

policies,

procedures,

or

related

official

business

within

an

organization.

▪It is often written from a one-to-all
perspective broadcasting a message to
an audience, rather than a one-on-
one, interpersonal communication.

ii) Business Letter

• Requesting or

providing
information

• Ordering goods

or services

• Conveying good

or bad news

letterhead

iii) Reports

A business report conveys information
to assist in decision-making.

The report is the means to present
this information.

iv) Newsletters

• Position your brand. You should create the

best first impression about your products or
services on your newsletter.

• Customers tend to use your marketing and

communication tools to form a impression of
your business.

Newsletters

v) Notices

✔ Methods used

to

keep

the

workforce as a whole up to date
with what is going on

✔ Notices may relate to vacant

posts, holiday arrangements,
union matters or social events
and are likely to be displayed
on a notice board.

vi) Advertisement

▪A notice or announcement
in a public medium
promoting a product,
service, or event or
publicizing a job vacancy.

▪Advertisements are
messages paid for by those
who send them and are
intended to inform or
influence people who
receive them

vii) Leaflets

A direct and cost-efficient way
of getting information to large

numbers of people.

Information commonly found
on a leaflet includes phone
numbers, addresses, special

promotions and coupons.

viii) Publicity Materials

✔ the technique or process of attracting public attention to

people, products, etc., as by the use of the mass media.

✔ public interest resulting from information supplied by such

a technique or process.

✔ information used to draw public attention to people,

products, etc.

c) ELECTRONIC
COMMUNICATION

▪Electronic communication is the
transmission of information using
advanced techniques such as
computer

moderns,

facsimile

machines, voice mail, electronic
mail,

teleconferencing,

video

cassettes, and private television
networks (Bovee, et. All, 2013)

▪Electronic communication is
a general term that embraces
all kinds of
computer-mediated
communication in which
individuals exchange messages
with others, either
individually or in groups.

NON VERBAL
COMMUNICATION

▪Non-verbal communication
includes body language, such
as gestures, facial
expressions, eye contact and
posture.

▪Touch is a non-verbal
communication that not
only indicates a person's
feelings or level of comfort,
but illustrates personality
characteristics as well

ASPECTS IN NONVERBAL
BUS. COMMUNICATION

a)

Facial expression

b)

Gesture and posture

c)

Vocal characteristics

d)

Personal appearance

e)

Touch

f)

Time and space

A. Facial expression

▪ Human faces are able to make more than

10,000 different expressions, and each one
articulates volumes of information with ease.

▪ Smiling,

frowning,

blinking,

and

every

teenager’s favourite, eye-rolling, are the
strongest and most relatable expressions, but
even the smallest eyebrow twitch or nostril
flare can be read with minimal effort.

▪ The most surefire way to establish a connection

with a stranger, client, or even long-time
acquaintance: Smile! A smile is welcoming,
warm, and establishes you as a person who
people want to spend time with.

Gesture (Body
Movement)

▪ Body movements, or kinesics, hand

gestures or nodding.

▪ For instance, we all know someone who

“talks with his hands.”

▪ However, other aspects of kinesics

include actions that we commonly
perceive with nervousness or anxiety like
involuntary tremors, frequent clearing of
the throat, or a shaking leg.

▪ During meetings, it’s best to keep your

hands on a table or in a gentle clasp. You
want to avoid “drumming” on your thigh
or repeatedly touching your face, as
these are often distracting.

Posture

▪ Posture is critical in making a strong impression.

▪ Someone who stands with their back straight and

head held high exudes confidence, assurance, and
strength, while, conversely,

▪ someone who is slouched or facing the floor

demonstrates uncertainty, indifference, or even
weakness.

▪ To express friendliness and positivity, maintain an

open posture.

▪ Stand with your legs hip-distance apart and keep

your torso exposed as opposed to covered with
your crossed arms. Keep your head raised and
relax your facial expression.

▪ A closed posture, especially crossed arms across

the chest, gives the impression of boredom or
hostility.

C. Vocal characteristics

▪ Any parent with small children is familiar with the phrase “don’t use that tone of

voice with me.” This is a perfect example of how paralanguage—the aspects of the
voice that differ from the words—affects the message. The most obvious example is
sarcasm, in which the tone of what’s being said conveys the opposite of the
message.

▪ Odds are that someone who drawls “Grreeeattt” in a laconic tone is less than

thrilled at what’s being presented. Less obvious paralanguage includes the speed,
volume, and pitch of speaking.

▪ For example, a presentation mumbled too quickly suggests that the salesman is, at

best, nervous, or, at worst, being disingenuous. Be conscious of how quickly you
talk, and be sure to speak clearly and loud enough to be heard. But be sure to take
care not to be too loud, as this comes off as belligerent and off-putting.

D. Personal appearance

▪ Personal appearance is an often

disregarded part of
communication and presentation
skills.

▪ When you are speaking in public

you may be representing your
organisation or just yourself, but
it is still you in the front line.

E. Touch

▪ Earliest forms of communication
for any human being is touch

▪ A simple touch can means many
things.

▪ Example : taking hold of his or
her hand or putting an arm
around the shoulder, the
nearness, the closeness, the
touch says that you are ready to
help if needed.

F. Time and space

▪ People from different cultures may
have different normative space
expectations.

▪ If you are from a large urban area,
having people stand close to you may
be normal. If you are from a rural
area or a culture where people expect
more space, someone may be standing
“too close” for comfort and not know
it

FACTORS AFFECTS IN CHOOSING
COMMUNICATION CHANNEL

1.

Richness

2.

Formality

3.

Media and channel
limitations

4.

Urgency

5.

Cost

6.

Audience preferences

7.

Security and privacy

1. RICHNESS

2. FORMALITY

3. MEDIA AND CHANNEL
LIMITATION

4. URGENCY

5. COST

6. AUDIENCE PREFERANCE

1.
HOW BIG IS THE AUDIENCE? LARGE GROUP?

2.
WHAT IS THE STATUS IF THE AUDINCE? SENIOR LEVEL
MANAGERS, PEERS OR SUBORDINATES?

7. SECURITY AND PRIVACY

…. The end