![]() ![]() Research also shows that 55% of in-person communication comes from nonverbal cues like facial expressions, body stance, and tone of voice. But what you don’t say can be even more important. What you say is a vital part of any communication. Conference calls and speeches are oral one-to-many communications, and e-mails may have only one recipient or many. There are exceptions, of course: a voicemail is an oral Message that is asynchronous. It’s a “one-to-many” communication, as opposed to a one-to-one verbal conversation. A written communication can also be read by many people (such as all employees in a department or all customers). That is, the Sender can write a Message that the Receiver can read at any time, unlike a conversation that is carried on in real time. ![]() Written communication is often asynchronous (occurring at different times). Written communication, by contrast, can be constructed over a longer period of time. Normally, a verbal communication takes place in real time. They may be printed on paper, handwritten, or appear on the screen. Examples of written communications include memos, proposals, e-mails, letters, training manuals, and operating policies. In contrast to verbal communications, written business communications are printed messages. Feedback also helps the manager to tell whether she has communicated the Message correctly.) Feedback helps Bill to recognize any confusion he may have had hearing the manager’s Message. This is the Feedback portion of the communication, and verbal communication has the advantage of offering opportunities for immediate feedback. (Bill, who is good at active listening, repeats what he has heard. Each step consists of a specific task, time frame, quantity, or goal.)īill: “Sure thing! I’ll call Jones Computer Supplies and order 1,000 more printer toner cartridges, not exceeding a total of $30,000, to be here by Wednesday afternoon.” (The Manager breaks down the task into several steps. Could you place an order for 1,000 printer toner cartridges with Jones Computer Supplies? Our budget for this purchase is $30,000, and the cartridges need to be here by Wednesday afternoon.” Manager: “Our next step is to order more printer toner cartridges. (The Manager’s recognition of Bill’s role in a winning team further personalizes and emotionalizes the conversation.) Manager: “Your division’s numbers are looking great.” (By using the employee’s name, the manager is establishing a clear, personal link to the Receiver.) Manager (speaking on the phone): “Good morning, Bill!” Now let’s look at how the same Message can travel successfully from Sender to Receiver. We’ve already seen how the Manager’s request to Bill (“We need to buy more printer toner cartridges”) can go awry. This time, the Message is being conveyed from the Sender (the Manager) to the Receiver (an employee named Bill) by telephone. Let’s return to our printer cartridge example. Verbal communications in business take place over the phone or in person. ![]()
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