Effective Written and Verbal Communication in Business
**Importance of Written Communication**
In these modern days, we can effectively use the latest means of communication and exchange information verbally at great speed. Transactions can easily be concluded using verbal communication. For example, if a trader requires some goods, he can contact the supplier on the telephone. He will be in a position to obtain information regarding the price, quality, etc., regarding the concerned goods telephonically, and even place an order on the telephone. The order may be complied with and the receipt of goods acknowledged on the telephone itself. In such a case, if a transaction can be completed entirely on the telephone, is there any need for written communication at all? It is obvious that this question will arise in a thinking mind. You will understand the importance and necessity of written communication only after studying its various advantages.
**Advantages of Written Communication**
- Written communication creates permanent proof regarding any transaction. Such proof cannot be created in any verbal communication. For example, let us go back to the example we cited above. During that transaction, if, after accepting the order on the telephone, the prices of the goods go up, or if the goods are not available in the open market, the supplier will refuse to supply the goods and the trader placing such an order will not be in a position to take up any legal proceedings against the supplier. If the trader had placed a written order and the supplier had given a written acceptance to the trader, in the event of non-supply, the trader could have filed a suit in a proper court of law against the supplier and presented the purchase order and acceptance letter as proof. A court of law accepts such documents as conclusive proof.
- Verbal messages may not be heard properly or they may not be clear. One might easily misunderstand a verbal message. A written message is explicitly clear. It can be read again to confirm its contents.
- Written communication is more accurate, as one takes more care while putting down something in writing. Verbal communication cannot be so accurate.
- Written communication can be used as a reference for the future. Written communication can be reviewed at a later date. We can study written communication and improve upon it to improve our efficiency in the future. Verbal communication is purely temporary and cannot be used for future reference.
- Written communication is formal in nature and considered a part of day-to-day routine activities. Written communication is more effective than verbal communication. The natural tendency of man is towards obeying written orders more than verbal orders.
- It is necessary to define jurisdiction while devolving power in an organization. When communication is written, the jurisdiction of senior and junior staff is clearly defined and there is no scope for a difference of opinion among staff. Junior staff finds it safer to follow written instructions than verbal communications.
- It is very essential that matters having legal importance and matters related to financial transactions must be documented in writing. It makes their meaning very clear and can be retained as proof.
**Disadvantages of Written Communication**
- Written communication is more time-consuming than verbal communication.
- Written communication has limitations of language. If the recipient is ignorant of the sender’s language, then written communication is totally useless.
- The confidential nature of any communication cannot be easily maintained in written communication.
- Written communication is limited to only literate people.
Considering the advantages and disadvantages of written communication, we conclude that the advantages are greater than the disadvantages, and therefore, written communication has gained importance in modern-day transactions. Generally, to speed things up, the communication is made verbally, and then to make it official and to create records for proof, it is repeated in written form.
**Types of Written Communication**
Written communication is used for passing information within an organization and from one organization to another. Written communication can be in manuscript, typewritten, duplicated, or printed form. We propose to study different types of written communication so that the right type may be used for the right occasion. There are many types of written communication. We will study the following out of those:
- Letters
- Telegrams
- Drafts
- Notes
- Speeches
- Memoranda
- Representations
- Reports
- Notices
- Circulars
- Minutes
- Invitations
- Handbills and Booklets
- Articles and Books
**Professional Correspondence**
Attractive, effective letters written for the completion of commercial objectives to persons or organizations like private limited companies, partnership firms, etc. in the fields of business and commerce are called professional letters. Establishing trade relations between various individuals and organizations involved in the world of trade and commerce is the basic function of professional letters. Professional letters help in concluding business in a short time at little expense. Professional letters have gained a place of importance in the world of commerce as an effective, result-oriented yet cheap means of written communication. In the world of trade, raw material is purchased and the finished product is made ready for the market. Various goods and services are bought and sold. In short, business largely consists of buying and selling. Here, the two concerned persons are the buyer and the seller. Starting from an inquiry regarding goods before purchase, the process is complete when final payment for the purchase is made. During this process, different kinds of letters need to be written. All these letters are called professional letters. Depending upon the nature of the transaction and the objectives of the writer, professional letters can be divided into different types. Of these, we propose to study the following:
- Letter of inquiry
- Answer to letter of inquiry/quotation
- Purchase order
- Letter of complaint
- Letter satisfying complaint/compromise letter
- Demand notes
**Importance and Need for Writing Reports**
Reports can be submitted either verbally or in writing. A junior officer may submit a verbal report to his senior. A verbal report is communication between two persons facing one another. A verbal report saves time, but there is no proof regarding a verbal report. In comparison, written reports are more accurate. A written report is a permanent record. The writer of a report cannot deny the contents of the report. A written report can be studied again to understand the recommendations made. Written reports are formal in nature. Reports are written after collecting detailed information regarding a particular problem.
The following are the advantages of reports to business:
- Clear perception of ground reality: A report contains detailed information regarding a particular matter or problem. This helps management in getting a clear, matter-of-fact, and objective picture of the problem.
- Useful for decision-making: A report contains detailed information regarding a particular problem or matter. It also includes suggestions or recommendations. These recommendations or suggestions are very useful in resolving a problem/settling a matter.
- Information of a permanent nature: As the report is in written form, the information is stored permanently with the organization. It can be used as proof for future references. The management can always refer back to the report and study it while making a decision.
- An important medium of internal communication: A report is considered an important medium of internal communication. Junior officers submit a report of their work to their seniors. After studying that report, the senior officer can instruct the junior how to improve upon the matter. Officers start to understand each other. This helps the establishment of personal and cordial relations between them. Coordination between departments improves and the management finds it easier to achieve its objectives.
- Wide scope: In modern times, business has to attend to so many fields: production, sales, purchases, financing, management, etc. Reports help in decision-making in all these fields. Report writing has many advantages due to which it has become an important part of the business.
**What is Verbal Communication?**
Verbal communication between two persons is the basis of all formal and informal transactions. Verbal communication is essential for day-to-day transactions in business and professional routine. Man is a social animal. He is capable of thinking about any matter. Naturally, he has a desire to express his thoughts before other individuals. For this purpose, he uses verbal communication. An individual has to communicate with various people in the society around him, with his colleagues at the office, with his superior officers, with his equals, with his assistants and others, and exchange ideas with them. He has to explain his ideas to others, understand the ideas expressed by others. He has to give orders, instructions, and information to others, he has to evaluate the work done, has to explain matters to his assistants, obey instructions from his superiors, convince others about his point of view, etc. For all this, verbal communication is essential. When one makes a point in a particular context and the listener understands the point in that context and acts accordingly, verbal communication can be said to have been effective. The communicator has to make a choice of the right words and right sentence structure for this. The success and effect of verbal communication depend upon the ability of the communicator to present his point in the least possible and select words and least possible time. Verbal communication is essential for day-to-day routine to function normally in offices, business, and professional organizations. Communication is a process. It is an effective medium of completion of objectives in private, government, professional, and business organizations. Communication is an action of exchange of ideas, thoughts, and information. In this process:
- One party gives information to another party,
- This information is given verbally,
- The second party listens to the information and
- Acts as per the information received.
**Verbal Communication**
It is neither very difficult to make oneself understood by others nor to understand what others say. We come into contact with so many people during the day. From morning to night, we meet so many people. These include members of our family, neighbors, shopkeepers, salesmen, customers, fellow travelers, and officers and staff working at various levels in the office. We have to get work done from different people. We also have to work for others and complete so many transactions. We have to communicate with so many people. We have to be able to discuss matters, explain our point of view, listen to the views of others, demand something from someone, give something to someone, express our feelings or understand the feelings of others, give instructions to someone, report to someone, etc. For all this, verbal communication is essential. Without verbal communication, we will not be able to convey our thoughts, ideas, expectations, etc. to others and they will not be able to understand us. When we are using verbal communication, we make use of gestures, facial movements, eye movements, and body language to communicate our ideas, opinions, desires, feelings, expectations, etc. When we are thus communicating, if the people we are addressing understand us in the same context and with the same interpretation, our communication can be said to be effective. If the listener cannot interpret the matter as per our view, then the communication will be ineffective. When the addressee agrees to what we have to say, we can say that our communication has been effective. If, on the other hand, the addressee rejects our ideas or refuses to cooperate with us, our communication has proved to be ineffective. For example, a customer enters a shop and makes inquiries regarding certain goods. After discussions with the shopkeeper, if the customer buys the goods concerned, the communication will be said to have been effective. If the customer departs without making the purchase, the communication will be called ineffective. No transaction can be complete without verbal communication; therefore, our success or failure in domestic or official transactions, social or professional transactions, depends on the effectiveness of our verbal communication.
**Types of Barriers**
We have observed how barriers are developed at different stages of the communication process. We have also noticed how variety is developed in such barriers. Now we are going to study why such barriers are developed, what are their consequences, and which remedial measures can be used regarding them. On the basis of reasons, barriers to communication may be of the following types:
- (A) Linguistic barriers
- (B) Barriers regarding details of the message
- (C) Psychological/Emotional barriers
- (D) Organizational barriers
- (E) Barriers due to situation at the workplace
- (F) Individual/Personal barriers