Verbal or oral communication occurs when people communicate face to face, via the telephone or simply by leaving a message on someone's voicemail or answering machine. It usually occurs through spoken form via a debate, discussion or dialogue. If verbal² communication is not effective this can impact on a business.

Did you know that much of a person’s conversation is interpreted from body language³?

Non–verbal⁴ communication includes facial expressions, gestures, body language, eye contact, posture and body orientation that give the listener additional information and add meaning to a conversation.

Test your reaction to certain types of non-verbal communication and complete the following activity (.doc 1.3MB) . See how often the message that you might think you are giving out is quite different to the way that someone else receives it.

Written⁵ communication is the ability to use written language to express yourself to the intended audience.

The process of composing text is an important aspect of written communication and involves using clear, concise, purposeful, correct, courteous and culturally sensitive language. It encompasses electronic and written communication such as SMS, email and letters.

Complete the following activity (.doc 230kB) and decide on the type of written communication and language used, and to which member of staff the message should be forwarded.