Let us now discuss the appropriateness of each of these channels for different business situations. Although there is no hard and fast rule, the following guidelines would be useful when selecting a channel for a particular situation –
When trying to solve problems or improve relationships, oral face-to-face communication is generally the most effective form of communication. This is because of the personal nature of face-to-face communication, which makes it more suitable than the other channels of communication.
When there is a need for visual support in explaining an idea, oral face-to-face communication is the most appropriate channel. For example, highlighting the unique features of a product may require actual product demonstration through face-to-face contact. Explaining a concept may require showing photographs or diagrams through a slide presentation, which is best done face to face.
For making immediate contact, oral face-to-face communication is required. For example, if you want to have the funds in an account released now, you would have to meet a bank manager personally. Putting your request in a letter or through a telephone call may not be of much help.
When you want to command a high degree of control over the receiver, oral face-to-face communication works best. This is because, as a speaker, you will have greater command over a listener’s attention than if you write a letter or a report, which may not be read at all.
When there is need for immediate feedback, oral communication, either face-to-face, or non face-to-face, such as telephone, teleconferencing or email, may be equally appropriate.
On the other hand, the following criteria would justify the need for a one-way, non face-to-face, i.e., written channel –
When you want the tone of the communication to be formal, written communication is more appropriate than oral communication. For example, communication with the government regarding compliance with tax matters, or with the bank regarding funds for expansion should always be of a highly formal nature, through written letters or reports.
When you want to explain complicated ideas that require a lot of study and thought by the receiver, written communication is best. For example, explaining the features of a machine is best done through a technical report giving details and technical specifications.
When you want to convey a large amount of information, written communication is most suitable. It would be difficult to convey this through a lengthy oral presentation, since the speaker would be unable to command a captive audience for too long. The same is true of telephone communication, which should be kept brief. On the other hand, it is possible to include a number of details in a written report that the receiver can read and re-read, at leisure.
The written channel is also more appropriate when you wish to keep a permanent record of happenings. For example, the minutes of a business meeting should always be recorded in writing; written appointment letters should be given to new employees at the time of joining an organization.
When trying to solve problems or improve relationships, oral face-to-face communication is generally the most effective form of communication. This is because of the personal nature of face-to-face communication, which makes it more suitable than the other channels of communication.
When there is a need for visual support in explaining an idea, oral face-to-face communication is the most appropriate channel. For example, highlighting the unique features of a product may require actual product demonstration through face-to-face contact. Explaining a concept may require showing photographs or diagrams through a slide presentation, which is best done face to face.
For making immediate contact, oral face-to-face communication is required. For example, if you want to have the funds in an account released now, you would have to meet a bank manager personally. Putting your request in a letter or through a telephone call may not be of much help.
When you want to command a high degree of control over the receiver, oral face-to-face communication works best. This is because, as a speaker, you will have greater command over a listener’s attention than if you write a letter or a report, which may not be read at all.
When there is need for immediate feedback, oral communication, either face-to-face, or non face-to-face, such as telephone, teleconferencing or email, may be equally appropriate.
On the other hand, the following criteria would justify the need for a one-way, non face-to-face, i.e., written channel –
When you want the tone of the communication to be formal, written communication is more appropriate than oral communication. For example, communication with the government regarding compliance with tax matters, or with the bank regarding funds for expansion should always be of a highly formal nature, through written letters or reports.
When you want to explain complicated ideas that require a lot of study and thought by the receiver, written communication is best. For example, explaining the features of a machine is best done through a technical report giving details and technical specifications.
When you want to convey a large amount of information, written communication is most suitable. It would be difficult to convey this through a lengthy oral presentation, since the speaker would be unable to command a captive audience for too long. The same is true of telephone communication, which should be kept brief. On the other hand, it is possible to include a number of details in a written report that the receiver can read and re-read, at leisure.
The written channel is also more appropriate when you wish to keep a permanent record of happenings. For example, the minutes of a business meeting should always be recorded in writing; written appointment letters should be given to new employees at the time of joining an organization.
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