Written, oral and body language communication

1. Written communication

Written communication is the transmission of a message in written or printed words: letters, memos, reports, circulars, notices, e-mail. It is the form a business relies on for anything that must be recorded, proved or sent to many people.

Channels of written communication

• Internal: memorandum (memo), office order, circular, notice on the notice board, report, minutes of meetings, manuals and handbooks, house journal or newsletter, suggestion box, intranet and internal e-mail.
• External: business letters (enquiry, quotation, order, complaint), annual report to shareholders, notices of meetings, press releases, advertisements, tenders, e-mail, legal notices.

Merits

1. A permanent record that can be referred to later.
2. Legal evidence: contracts, orders and notices are proved by the document.
3. Accuracy: the writer can think, draft and revise.
4. Suitable for lengthy or complex matter: statistics, policies, reports.
5. Can reach many people at once (circulars) and distant people cheaply.
6. Fixes responsibility on the writer.
7. Uniformity: everyone receives the same message.

Demerits

1. Slow to prepare and to deliver; feedback is delayed.
2. Costly in time, stationery and staff.
3. Rigid: once sent it cannot easily be changed.
4. No chance for immediate clarification; misunderstanding can persist.
5. Useless for illiterate receivers.
6. Encourages red tape and excessive paperwork.
7. Confidential matter in writing may leak.

2. Oral (verbal) communication

Oral communication is the exchange of messages by the spoken word: face-to-face talks, interviews, meetings, telephone calls, lectures, speeches, conferences and video calls.

Importance and merits

1. Quick: saves time; immediate feedback.
2. Doubts can be cleared on the spot.
3. Personal touch: builds rapport and good relations.
4. Tone and expression add force and meaning.
5. Flexible: the speaker adjusts to the listener’s reaction.
6. Economical: no stationery or postage.
7. Effective for persuasion, motivation and group discussion.
8. The main form in court: arguments, examination and cross-examination of witnesses.

Limitations: no permanent record; not legal evidence unless recorded; unsuitable for lengthy matter; may be misunderstood or forgotten; the speaker may speak without thinking; distance limits it unless technology is used.

3. Body language: meaning

Body language is non-verbal communication by the movement and position of the body: face, eyes, hands, posture, distance and appearance. Albert Mehrabian’s experiments on spoken messages about feelings and attitudes found that words carried only 7% of the meaning, tone of voice 38% and facial expression 55%. The figures apply to messages about liking and disliking, not to all communication, but they show that how a thing is said can outweigh what is said. Body language is mostly unconscious, hard to fake for long, and differs from culture to culture.

4. Aspects (elements) of body language

1. Facial expression. The face shows happiness, anger, surprise, fear, disgust and sadness, recognised across cultures. A smile welcomes a client; a frown signals disapproval.
2. Eye contact (oculesics). Steady eye contact signals honesty and confidence; avoiding it suggests nervousness or evasion. A witness who will not look at the cross-examiner may be read as unreliable, though culture and nervousness must be allowed for.
3. Gestures (kinesics). Movements of hands and head: nodding (agreement), open palms (honesty), finger pointing (aggression), clenched fists (tension), fidgeting (anxiety).
4. Posture. Standing or sitting upright shows alertness and respect; slouching shows boredom; leaning forward shows interest; crossed arms suggest defensiveness. An advocate stands straight when addressing the court.
5. Proxemics (space). Edward T. Hall described four zones: intimate (up to about 18 inches), personal (about 1.5 to 4 feet), social (about 4 to 12 feet) and public (beyond 12 feet). Standing too close to a client or interviewer causes discomfort.
6. Paralanguage. Tone, pitch, volume, speed, pauses and stress. “I did not say he stole the money” changes meaning with the word stressed.
7. Haptics (touch). A firm handshake conveys confidence; a limp one, weakness. Touch norms vary sharply between cultures.
8. Chronemics (time). Punctuality shows respect; keeping a client waiting shows the opposite.
9. Appearance and dress. Clothes, grooming and the advocate’s robes and bands convey role and seriousness.

5. Role of body language in communication

• It reinforces words (nodding while saying yes) or contradicts them (saying “I am fine” with a sad face); when the two conflict, listeners believe the body.
• It substitutes for words (a thumbs-up) and regulates conversation (a raised hand to speak).
• In interviews and presentations it creates the first impression.
• In negotiation it reveals the other side’s feelings.
• In court, a judge notes the demeanour of witnesses, and the advocate’s confidence and courtesy influence how the argument is received.

How this is examined

January 2026 (100 marks): “Explain the channels of written communication and merits and demerits” and “Explain the meaning of body language and its role in communication with relevant examples” (16 marks each). January 2026 and 2025 (80 marks): “Body language makes a (powerful) impact on others; discuss its aspects” (10), “Define oral communication and explain its importance” (6), “What is written communication? Discuss its channels” (6). Structuring of body language for presentations, from Unit V, is in the note on public speaking.