One-way and two-way communication

A one-way communication is where there is no

facility and/or expectation of a reply or feedback. An
advertisement or notice on a board is an example.
Its advantages are that is simple, quick and cheap.
However, it allows no clarification or opportunity to
correct inaccuracies and this may cause frustration
in the receiver. It is often associated with
authoritarian leadership and downward channels of
communication.

Two-way communication is more time-consuming

because the receiver has the opportunity to feedback
and to question what has been said or written. The receiver is invited to contribute to the
process so this kind of communication is often associated with democratic forms of leadership. If
the message is complex, two-way communication is far more effective, and probably accurate,
than one-way communication.

Verbal / oral communication

We have two ears and one mouth so that we

can listen twice as much as we speak.

Epictetus

Oral or verbal communication describes any

type of interaction between individuals which
makes use of words and involves speaking
and listening. In oral communication, the
sender and receiver exchange their thoughts or ideas verbally either in face-to-face discussion or
through any mechanical or electrical device like telephone or VOIP system like Skype. The ability
to communicate effectively through speaking is highly valued in business.

Examples of oral communication within an organization include:

  staff meetings, business meetings and other face-to-face meetings
 personal discussions
 presentations
 telephone calls
 informal conversation
 public presentations such as speeches, lectures and conferences
 teleconferences or videoconferences
 interviews

Oral communication is effective when it is clear, precise, relevant, tactful, considerate, concise,
informative and adapted to the needs of the listener. The delivery of effective communication
requires a speaker to consider his or her vocal pitch, rate, and volume. It is important to
incorporate changes in vocal pitch to add emphasis and/or avoid monotony.

Non-verbal elements such as posture, gestures, and facial expression are also important factors
in developing good oral communication skills. Good verbal communicators make frequent eye
contact to ensure understanding and to develop rapport with the listener.

This type of communication has certain advantages over written communication:

 quick and prompt with the opportunity to both the transmitter and receiver of the
message to respond directly
 permits plain language
 questions can be asked immediately to improve understanding
 generally inexpensive
 oral communication can be supported by non-verbal communication such as gestures
which enhance the message
 facilitates close contact and collegiality potentially improving motivation

However, oral communication does have some drawbacks:

 unless the conversation is recorded there is no formal record of what was said
 it may not be suitable for confidential or personal information
 often more time-consuming than say an e-mail
 it relies on the presenter's verbal skills
 formal presentations are time-consuming to prepare
Non-verbal communication
All types of communication that are not verbal fall within the category of non-verbal
communication. This includes written and visual communication.

Written communication

Written communication involves any type of interaction that makes use of the written word.

Internal methods include:

 memos, reports, bulletins, job descriptions, employee manuals and electronic mail

External methods include:

 letters, e-mail, proposals, faxes, contracts, advertisements, brochures and press

releases.

Written communication is especially important in customer communication as business

proposals, status reports, customer documentation, technical support and e-mail all depend on
skillful communication.

The advantages of written communication include:

 standardized message appropriate for small or large audiences

 a record of what is said
 simultaneous communication

However, written communications have some drawbacks:

 no guarantee of receipt or understanding

 can be ambiguous
 tendency to be formal and impersonal
 no immediate exchange of ideas
Visual communication

Visual communication is communication through visual aids

and is the transmission of ideas and information in forms that
can be read or looked upon. Visual communication solely relies
on vision, and is primarily presented or expressed with images,
it including:

 signs, drawings, graphics, illustrations, video,

abstracts, colour, photographs, maps, symbols and
electronic resources.

Visual communication can be used on its own or in

combination with other forms. A visual message accompanying
other forms of communication is likely to possess greater power to inform, educate, or persuade
a person or audience. Of the total sense receptors in the human body, 70% reside in our eyes.
Visual perception delivers the world to our brains at high speeds and with exquisite subtlety.

Visual communication comes in many forms, many of which are designed to inform and entertain
through moving images, such as film, television, and video games. Visual technologies have
become increasingly sophisticated, such as 3D films and computer generated images (CGI).

Visual communication has several benefits:

 the majority of information received by the brain is visual

 it is possible to represent ideas, feelings and information
 visual communication can convey movement
 information can be summarised in graphical representations
 provides additional interest and stimulus
 it can reinforces oral communication
 allows for simulation of reality
However visual communication can be one-way and impersonal and may be difficult to interpret
without the written word.

Formal and informal communication

Within each of these types of communication, there may be
many methods used. Internal communication may be either:

 Formal - this may be through email, memos,

company reports, team meetings, letters, and strategy
documents and so on. These communications are
processed through the formal organization structure
and are sanctioned by the organization itself.
 Informal - this may be either verbal or non-verbal. It may be communicated through
social / group gatherings, or perhaps, simply through the company 'gossip' or the
company 'grapevine'. These channels are regarded as 'unofficial' as they are not
established by the organization.

Barriers to effective communication / noise

Barriers to effective communication will
reduce productivity within the firm and, if
serious, may cause diseconomies of scale
in a firm. Barriers to communication are
often referred to as 'noise'. Noise is
anything that gets in the way of effective
communication and 'blocks' or distorts
the message.

This may be physical noise e.g. a

lawnmower outside of the classroom
window. However it can be many other
factors. Attitudes and beliefs, bigotry and experience will affect the perception of a message. If
you believe your boss is always out to 'put you down', and she suggests extra training, this may
be perceived as a punishment or threat, even if it is intended simply to make you more effective.

Other factors creating 'Noise' may include:

 Distance, different time zones

 Language or jargon that is not understood by the recipient
 The corporate culture may not promote the sharing of communication
  Information overload - receivers cannot cope with the volume
 Time e.g. different time zones
 Sexism and racism
 Stress
 Poor resources e.g. limited access to technology
 Preconceptions
 Past experience
 Lack of education and training
 Poor selection of medium of communication

Communication difficulties for large organizations

Large organizations are complex and require sophisticated methods and systems for
communication if they are to avoid possible problems. This is a good time just to re-visit some of
our earlier work together. Let's think how large organizations try to avoid ineffective
communications.

They might:

 Use a matrix system of management, which is felt to help breakdown some of the
conventional barriers that exist within an organization and reduce communication flows
 Design flatter hierarchies, so reducing the distances between the giver and receiver of
information.
 They might encourage de-layering and so remove some of the layers through which
communication has to pass.
 They might use management by objectives, so encouraging more communication
between those directly involved in getting the task done