A primary means of conveying messages is oral communication. Speeches, formal one-on-one and group discussions, and the informal rumor mill or grapevine are popular forms of oral communication.

The advantages of oral communication are speed, feedback, and exchange. Regarding speed, we can convey a verbal message and receive a response in minimal time. As one professional put it, “Face-to-face communication on a consistent basis is still the best way to get information to and from employees.”15 If the receiver is unsure of the message, rapid feedback allows the sender to quickly detect and correct it. Unfortunately, we should acknowledge that we are usually bad listeners. Researchers indicate that we are prone to “listener burnout” in which we tune the other person out and rush to offer advice. “Good listeners overcome their natural inclination to fix the other’s problems and to keep the conversation brief,” said Professor Graham Bodie.16 Active listening; in which we remove distractions, lean in, make eye contact, paraphrase, and encourage the talker to continue17—helps us learn more and build trust if we are genuine and not judgmental.18 The exchange given through oral communication has social, cultural, and emotional components. Cultural social exchange, in which we purposefully share exchanges that transcend cultural boundaries, can build trust, cooperation, and agreement between individuals and teams.19

One major disadvantage of oral communication surfaces whenever a message has to pass through a number of people: the more people, the greater the potential distortion. If you’ve ever played “Telephone,” you know the problem. Each person who receives a whispered message in this pass-along game interprets the message in his or her own way. The message’s content, when it reaches its destination, is often very different from the original, even when we think the message is simple and straightforward. Therefore, oral-communication “chains” are generally more of a liability than an effective tool in organizations.

Written communication includes letters, e-mail, instant messaging, organizational periodicals, and any other method that conveys written words or symbols. The advantages depend on what written mode is used. Written business communication today is usually conducted via letters, PowerPoint^®, e-mail, instant messaging, text messaging, social media, apps, and blogs. Some of these create a digital or physical long-term record, while the advantage of others is quick, fleeting information exchange. The disadvantages are also specific to each written mode. We will therefore discuss the applications more in a bit.

Every time we deliver a verbal message, we also impart an unspoken message.20 Sometimes the nonverbal component may stand alone as a powerful message of our business communication. No discussion of communication would thus be complete without consideration of nonverbal communication; which includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver.

We could argue that every body movement has meaning, and no movement is accidental (though some are unconscious). We act out our state of being with nonverbal body language. For example, we smile to project trustworthiness, uncross our arms to appear approachable, and stand to signal authority.21

If you read the minutes of a meeting, you wouldn’t grasp the impact of what was said the same way as if you had been there or could see the meeting on video. Why not? There is no record of nonverbal communication, and the emphasis given to words or phrases (intonation) is missing. Both make the meaning clear. Intonations can change the meaning of a message. Facial expressions also convey meaning. Facial expressions, along with intonations, can show arrogance, aggressiveness, fear, shyness, and other characteristics.

Physical distance also has meaning. What is considered proper spacing between people largely depends on cultural norms. A businesslike distance in some European countries feels intimate in many parts of North America. If someone stands closer to you than is considered appropriate, it may indicate aggressiveness or sexual interest; if farther away, it may signal disinterest or displeasure with what is being said.