Centre for

Online Education

Course Business Communication

Topic Types and Channels of Communication
Faculty Dr. Everil Fernandes
 Types and Channels of Communication
Learning Objectives
At the end of this session, you will be able to:

• Explain the different types of communication in an organization

• Identify the elements of non-verbal communication
• Discuss the importance given by the speaker give in non verbal communication
• Categorize the different channels of communication
• List the different “‘stakeholders”’ with whom an organization has to communicate
internally and externally
• Gain understanding as to how corporate communication can be improved-Case study
analysis
 Types and Channels of Communication

What is Communication?

• Communication—our ability to share our ideas and feelings—is the basis

of all human contact.
• This notion is eloquently stated by Keating: “Communication is powerful:
It brings companions to our side or scatters our rivals, reassures or alerts
children, and forges consensus or battle lines between us.”
 Types and Channels of Communication

Verbal Communication
Broadly, communication may be divided into two types, they are:
• Verbal communication
• Non verbal communication

Verbal communication:
This type of communication occurs with the help of
words.
• It provides the opportunity for personal contact
and a two way flow of information.
• A large part of our communication, whether at
work or outside, is verbal. Verbal communication
may be divided into two types.
• They are oral communication and written
communication
 Types and Channels of Communication

Oral Communication

• Oral communication in a business context can take the

form of meetings, presentations, one to one meetings,
performance reviews, etc.
 Types and Channels of Communication

Written Communication
 Types and Channels of Communication

Non-Verbal Communication

• The Non-Verbal Communication is the process of conveying meaning

without the use of words either written or spoken.
• In other words, any communication made between two or more persons
through the use of facial expressions, hand movements, body language,
postures, and gestures is called as non-verbal communication.
 Types and Channels of Communication

COMMUNICATION
HOW MUCH IMPORTANCE DOES THE SPEAKER GIVE TO NON VERBAL COMMUNICATION?

1. In A Face to Face Communication

Words
7%

Body Tone
Language 38%
55%

Para verbal-(How we say it)

 Types and Channels of Communication

HOW MUCH IMPORTANCE DOES THE SPEAKER GIVE TO NON VERBAL COMMUNICATION?

2. Communication Over The Telephone

Words
14%

Tone and
Body
Language
86%

*Tone and Body language: “Its not WHAT you say, but HOW you say it”
 Types and Channels of Communication

HOW MUCH IMPORTANCE DOES THE SPEAKER GIVE TO NON VERBAL COMMUNICATION?

3. Written Communication

Non-verbal
0%

Words
100%
 Types and Channels of Communication

Types of Non-Verbal Communication

 Types and Channels of Communication

Non-Verbal Communication

Kinesics
• Kinesics is the most often studied and important area of non-verbal communication and
refers to body movements of any kind.
• Different body movements can express inner states of emotion.
• The different body movements are:
• Facial expressions
• Eye movements
• Gestures
• Head movements
• Posture
• Physical appearance
 Types and Channels of Communication

Non-Verbal Communication-Kinesics
Eye Movements/contact

• US-looking straight into the eye of someone-depicts

honesty.
• Starring without blinking could mean aggression.
• In India- Being advised by superiors- look into the eyes
only occasionally –or else it would mean you are
being rude as a subordinate.
• Interviews-Look into the eyes of an interviewer.
• Winking playful in some countries could be
misinterpreted in many other countries.
 Types and Channels of Communication

Non-Verbal Communication-Kinesics

• Facial expressions
• A smiling friendly face- viewed positively in US,
THAILAND, VIETNAM, INDIA.
• Sometimes in Thai and Vietnamese context,
someone may smile to hide discomfort.
• Smiling too much –Sweden, Finland, Korea and
Japan-sign of frivolity.
• Decide on smiling often or no depending on the
country you are in.
 Types and Channels of Communication

Non-Verbal Communication-Kinesics

Gestures

• Deliberate movements and signals are an important way to communicate meaning without words.
• Common gestures include waving, pointing, and using fingers to indicate numeric amounts. Other
gestures are arbitrary and related to culture.

• In courtroom settings, lawyers have been known to utilize different nonverbal signals to attempt to
sway juror opinions. An attorney might glance at his watch to suggest that the opposing lawyer's
argument is tedious or might even roll his eyes at the testimony offered by a witness in an attempt to
undermine his or her credibility. These nonverbal signals are seen as being so powerful and influential
that some judges even place limits on what type of nonverbal behaviours are allowed in the
courtroom.
 Types and Channels of Communication

Non-Verbal Communication-Kinesics

Gestures
• Thums up gesture-Insult in Australia, US and India Positive sign
• Ok-Brazil Vulgar, OK in UA accepted.
• Victory symbol-palm out US
• V finger , raised Hand-palm facing senders body an sexual insult in England

https://www.youtube.com/watch?v=qCo3wSGYRbQ
 Types and Channels of Communication

Non-Verbal Communication-Kinesics
Body Language and Posture

POSTURES : STANDING

• Posture and movement

can also convey a great
deal on information.

• Non Threatening
• Casual
• Authoritative • Belonging

• Involved
 Types and Channels of Communication

Non-Verbal Communication-Kinesics
Body Language and Posture POSTURES AND GESTURES: SITTING

• Reserved • Closed • Ready!

• Defensive • Unconvinced
 Types and Channels of Communication

Non-Verbal Communication-Kinesics

Appearance
• Caucasian women consider lipstick and personal grooming as
part of personal grooming.
• In some countries, especially Europe , pants are less acceptable
for women than skirts(with stockings).
• Conservative Indians are often surprised by western women
exposing their shoulders and legs.
• Saree perceived by Indians and westerner in a corporate
setting.
• Japan-from CEO to staff –same uniform made of same fabric.
• Maruti Suzuki introduced the same idea in India- resistance
from Managers.
 Types and Channels of Communication

Non-Verbal Communication-Haptics

• Communicating through touch is another important nonverbal

behaviour.
• There has been a substantial amount of research on the importance
of touch in infancy and early childhood. 
• Touch can be used to communicate affection, familiarity, sympathy,
and other emotions.
• In Business Interactions : Asians, North Americans, North Europeans
avoid touch while conversing.
• In Brazil a Business associate may touch partner often while
speaking.
• In US-two men walking hand in hand perceived in a different way.
 Types and Channels of Communication

Non-Verbal Communication-Haptics

1. Working – Professionals such as doctors, dentists, hairdressers, and airport security staff need to touch
people in the normal course of their work.
2. Greeting – Contact through touch is part of the greeting ritual. We often use handshakes to greet people.
Retaining contact for a greater duration of time can convey feelings of friendship or domination.
In some cultures, people also embrace or rub noses to greet people.
3. Establishing friendships – A friendly pat or a comforting touch can help in establishing amicable
relationships.
4. Guiding – A touch on the back, shoulder or arm can help to guide people in the correct direction.
5. Managing interactions – Touching is used to manage interactions. We can gently touch the shoulder or
arm to gain the attention of a person.
 Types and Channels of Communication

Non-Verbal Communication-Proxemics

Communication
through the use of
Space-Proxemics
 Types and Channels of Communication

Non-Verbal Communication-
Chronemics
The study of use of time by different cultures
is called as Chronemics.
• Monochronic or M-time • Polychronic or P-time
• M-Time, as Halls called it, • In Polychronic cultures, human interaction is valued
means doing one thing at a over time and material things, leading to a lesser
time. concern for 'getting things done' -- they do get done,
but more in their own time.
• It assumes careful planning and
• Indigenous/Native Americans have typical
scheduling and is a familiar
polychronic cultures, where 'talking stick' meetings
Western approach that appears can go on for as long as somebody has something to
in disciplines such as 'time say.
management'.
• Polychronic people tend also to be high context.
• Monochronic people tend also
to be low context.
 Types and Channels of Communication

Non-Verbal Communication-
Chronemics
Monochronic Cultures

• Clock time is a priority

• Time takes precedence over people
• Time is viewed as linear and precious resource
• Phrases often heard- ‘time is Money’, ‘Don’t waste time’.
• Emphasis on making schedules and sticking on to them
• American, German, Swiss( Among the most Monochronic nations in the world) and
north European cultures.
• There are clocks everywhere even in Toilets.
 Types and Channels of Communication

Non-Verbal Communication-
Chronemics
Polychronic cultures

• Human interactions and relationships are given priority over time and
schedules.
• Engage in multi-tasking doing several things at a time
• People may arrive late for meetings and miss deadlines for
submissions.
• A manager's office in a polychronic culture typically has an open
door, a ringing phone and a meeting all going on at the same time.
• People from India, Brazil , Thailand and Mexico- polychronic culture.
• According to Americans Mexico has a culture of manana(Spanish
word pronounced man-yana means tomorrow)
 Types and Channels of Communication

Non-Verbal Communication-
Chronemics
Balance between Monochronic and Polychronic cultures
• Some Asian cultures attend a balance between the two.
• China, Japan, Vietnam people are mostly on time , while not being ruled by the clock.

Implications
•Interactions between types can be problematic. German businessman cannot understand why the
person he is meeting is so interruptible by phone calls and people stopping by. Is it meant to insult him?
When do they get down to business?
•Similarly, the Indian employee of a German company is disturbed by all the closed doors -- it seems cold
and unfriendly.
 Types and Channels of Communication

Non-Verbal Communication-Paralanguage

• Paralinguistic refers to vocal communication that is separate from

actual language.
• This includes Quality of voice , pitch, loudness, and rate of
speech.
• Different cultures have different norms for what kind of speech is
considered acceptable in business.
• Japanese-Moderate speech, at moderate volume –not too many
fluctuations.
• Consider acceptance of low-pitched voices versus high-pitched
voices across countries.

• When said in a strong tone of voice, listeners might interpret approval and enthusiasm.
• The same words said in a hesitant tone of voice might convey disapproval and a lack of interest
 Types and Channels of Communication

Non-Verbal Communication-Physical Context

Communication through the use of Environment

Communication through the use of environment includes;

1. Colour and layout
2. Design
3. Space management
4. Location
5. Distance
 Types and Channels of Communication

Non-Verbal Communication-Physical Context

Permanent
structures-
Design
Buildings
convey a lot of
messages
about culture
and change
 Types and Channels of Communication

Non-Verbal Communication-Physical Context

Seating arrangements and furniture

Japanese management
style is distinctive-
Managers and staff all sit
together in a large open
space.
 Types and Channels of Communication

Non-Verbal Communication-Physical Context

Seating arrangements and

furniture

French office space

 Types and Channels of Communication

Non-Verbal Communication-Physical Context

Colours
• Every culture uses
certain colours to
convey information.

Red and gold banners with Chinese lettering

signifying good luck and prosperity are
common sight in the marketplace.
 Types and Channels of Communication

Non-Verbal Communication-Physical Context

Gifts wrapped in these colours

are associated with funerals in
their respective countries

Japanese

Mexican
 Types and Channels of Communication

Classification of Communication Channels

 Types of Business Communication

Communication with Stakeholders

 Types of Business Communication

Communication Networks
 Types and Channels of Communication

Summary

Key points discussed in this session:

• Styles of communication used in organizations

• Elements of non-verbal communication
• Importance of non verbal communication
• Channels of communication used in organisations
• Different “‘stakeholders”’ of an organization and how communication occurs with
internal and external stakeholders
• Flow of information within an organization
• Effective Corporate communication -Case study analysis
 References

Book References:

 Albert Mehrabian(1972), Nonverbal Communication. Transaction Publishers, USA and UK.

 Peter Hartely, Clive G Bruckmann(2002), Routledge Taylor and Francis group, London and New York.
 M K Seghal and Vandana Khetarapal(2008), Business Communication, Excel Books; New Delhi India

E-References:
• https://www.springer.com/in/book/9780230515666