Chapter

3
Oral and Written
Communication

Business Communication

M K Sehgal, Vandana Khetarpal

VERBAL COMMUNICATION: ORAL

Anything that emanates from the mouth is referred to as oral
communication. Within this component would fall words and the
manner in which those words are pronounced.
Oral Communication in an Organisation
Formal communication is that which is done, observing the formal
code of conduct and following the formal channels in the organization.
Informal communication on the other hand is that which overcomes
the limitations or barriers of the formal chain of command and is
carried out in a casual manner.
In a business organization there are a number of opportunities for
both formal and informal oral communication.
Cont.

Business Communication

M K Sehgal, Vandana Khetarpal

Characteristics/Salient Features of Oral Communication

1. Instantaneous two way process
2. One off exercise
3. Day to day language
4. Presence of sender and receiver
5. Principles
6. Effect of body language and speech modulation
7. It cannot be erased or mended:

Cont.

Business Communication

M K Sehgal, Vandana Khetarpal

Methods of Oral Communication

Oral communication is practiced in the following scenarios:
Among Individuals
1.

Face to face Conversation

2.

Interviews

3.

Telephone conversations

4.

Grapevine

Among Groups
1.

Negotiations

2.

Meetings

3.

Lecture/ Speech

4.

Presentations

5.

Conferences/seminars/workshops

Business Communication

Cont.

M K Sehgal, Vandana Khetarpal

Need for Learning Oral Communication Skills

Help in problem solving.

Resolve conflict.
Influence people to work together.
Persuade others to be involved in organizational goals.
Be assertive without being aggressive.
Develop listening skills.
Be an effective negotiator.

Cont.

Business Communication

M K Sehgal, Vandana Khetarpal

Advantages of Oral Communication

a) Immediate feedback
b) Better relationships
c)

Time saving

d) Effective tool of persuasion

e) Effective tool of group communication
f)

Economical

g) Allows to measure effectiveness immediately

h) It is the only way out during an emergency

Cont.

Business Communication

M K Sehgal, Vandana Khetarpal

Disadvantages of Oral Communication

a) Lack of retention/documentation
b) Distortion in passing the message
c)

No legal validity

d) Possibility of misunderstanding
e) Unsuitable for long messages
f)

Difficulty in assigning responsibility

g)

It is constrained by physical barriers

h)

Not effective when the target group is spread out

Business Communication

M K Sehgal, Vandana Khetarpal

VERBAL COMMUNICATION: WRITTEN

It is impossible to think of business or an organization without written
communication. There are various reasons for this, namely:
1. In the first place, in an organization, these are too many people to
have face-to- face
communication with. They are generally
spread over wide geographical distances, and are
sometimes not
even connected by telephone. Though the situation is changing fast.
But,
even then, exchange of letters remains important component
of communication.
2.
People have to function with defined limits of authority and
responsibility. In the absence of written communication, it becomes
difficult to fix responsibility. This therefore is an
essential part
of any managers responsibility to communicate on paper.
Cont.

Business Communication

M K Sehgal, Vandana Khetarpal

Methods of Written Communication

letters
memoranda
notices
minutes
Circulars
Agenda
manuals
handbooks
reports
orders
enquiries
complaints
quotations
contracts
forms

Business Communication

M K Sehgal, Vandana Khetarpal

Cont.

Characteristics of Written Communication

1.

Most formal type of communication

2.

Used for documentation

3.

Used for circulation of information

4.

Conventional by nature

5. Presence of both sender and receiver is not necessary at the

same time
6.

A creative activity

7.

Time factor

8.

It has fewer cycles:

Cont.

Business Communication

M K Sehgal, Vandana Khetarpal

Advantages of Written Communication

a) Ready reference
b) Legal defence
c)

Promotes uniformity

d) Mass access
e) Suitable for distance communication
f)

Image building

g) Accurate and unambiguous

h) Permanent in nature
i)

Facilitates in order to assign responsibility

j)

Permits substitution and revision

Cont.

Business Communication

M K Sehgal, Vandana Khetarpal

Disadvantages of Written Communication

a) Limited to literate world
b) Time consuming
c)

Lot of paper work

d) Needs expertise in expression

e) Lack of immediate feedback
f)

Costly

g) More man hours needed

Business Communication

M K Sehgal, Vandana Khetarpal