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4. Do you use jargon at or in your classes? If so, do you think it helps or
hampers communication? Why or why not?
5. In your experience, how is silence used in communication? How does
your experience compare with the recommended use of silence in active

listening?

12.3 Different Types of Communication
LEARNING OBJECTIVES
1. Understand the features and advantages of verbal communication.
2. Understand the features and advantages of written communication.
3. Understand the features of nonverbal communication and how it
interacts with verbal and written communications.
Communication can be categorized into three basic types: (1) verbal
communication, in which you listen to a person to understand their meaning; (2)
written communication, in which you read their meaning; and (3) nonverbal
communication, in which you observe a person and infer meaning. Each has its own
advantages, disadvantages, and even pitfalls.
Verbal Communication
Verbal communications in business take place over the phone or in person. The
medium of the Message is oral. Let’s return to our printer cartridge example. This
time, the Message is being conveyed from the Sender (the Manager) to the Receiver
(an employee named Bill) by telephone. We’ve already seen how the Manager’s
request to Bill (“We need to buy more printer toner cartridges”) can go awry. Now
let’s look at how the same Message can travel successfully from Sender to Receiver.
Manager (speaking on the phone): “Good morning, Bill!”
(By using the employee’s name, the manager is establishing a clear, personal
link to the Receiver.)
Manager: “Your division’s numbers are looking great.”
(The Manager’s recognition of Bill’s role in a winning team further
personalizes and emotionalizes the conversation.)
Manager: “Our next step is to order more printer toner cartridges. 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.”
(The Manager breaks down the task into several steps. Each step consists of a
specific task, time frame, quantity, or goal.)
Bill: “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.”
(Bill, who is good at active listening, repeats what he has heard. This is the
Feedback portion of the communication, and verbal communication has the
advantage of offering opportunities for immediate feedback. Feedback helps Bill to
recognize any confusion he may have had hearing the manager’s Message. Feedback
also helps the manager to tell whether she has communicated the Message correctly.)

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