Verbal and written communication

Verbal and written communication

Verbal communication (i.e. speaking and listening) is widely used in everyday situations, including:

• Informal discussions either on the telephone or face to face.

• Formal presentations to groups of persons who all require the same information.

Where a group of persons all require the same information, a formal presentation must be used. On no account should information be `passed down the line' from person to person because errors are bound to creep in. There is a story that during World War I the message `send reinforcements, we are going to advance' arrived at headquarters, by word of mouth, as ^`send three and four pence (old money), we are going to a dance'. We will let you decide on the truth behind this story, but we feel it makes the point.

In any event, it is important to remember that the spoken word is easily forgotten and oral communication should be reinforced by:

• Notes taken at the time.
• Tape recording the conversation.
• A written summary. For example, the published `proceedings' of formal lectures and presentations. Another example is a `press release' that is provided to journalists and reporters in order to ensure: the factual accuracy of information intended for the public.

Oral communication must be presented in a manner appropriate to the audience. It must be brief and to the point. The key facts must be emphasized so that they can be easily remembered. The presentation must be interesting so that the attention of the audience does not wander.

When communicating by the spoken word, it is as equally important to be a good listener as it is to be a good speaker. This applies to conversations between two or three people as well as to formal presentations.

Activity 2.39

Use presentation software to prepare a 5-minute presentation to the rest of the class (using appropriate visual aids) on any one of the following topics:

• How to choose a digital camera.
• How to connect to the Internet.
• What to look for when purchasing a second-hand car.

You should prepare a set of brief printed notes summarizing the key points for your audience. Also include printed copies of any screens or overhead projector transparencies that you use. At the end of your talk you should invite questions from your audience and provide appropriate answers.

Activity 2.40

Conduct a brief interview (lasting no longer than 15 minutes) with another student and take notes to summarize the outcome. Do not forget to allow time for questions at the end of the interview. Your interview should be based around the following questions:

• Why did you decide to take a course in Engineering?
• Why did you choose the BTEC National Diploma course?
• What made you choose this school/college?
• What subjects/topics have you enjoyed the most?
• What subjects/topics have you enjoyed the least?
• What plans have you got for the future?
• Where would you hope to be and what would you hope to be doing in 10 years' time?

You should add further questions to clarify the above. Do not forget to thank your interviewee! Present your findings in the form of hand-written interview notes.

Written communication

This is a more reliable method of communication since it usually provides a permanent written record of the key information. The same information is available for all those who require it.

Anyone who has ever marked an English comprehension test will know that the same written passage can mean very different things to different people. Therefore, care must be taken in preparing written information. To avoid confusion, the normal conventions of grammar and punctuation must be used. Words must be correctly spelt. Use a dictionary if you are uncertain. If you are using a word-processing package use the spell checker. However, take care, many software packages originate in the USA and the spell checker may reflect this.

Never use jargon terms and acronyms unless you are sure that those reading the message are as equally familiar with them as is the writer.

An engineer often has to write notes, memoranda and reports. He/she often has to maintain logbooks and complete service sheets. An engineer may also have to communicate with other engineers, suppliers and customers by letter. Being able to express yourself clearly and concisely is of great importance.

Activity 2.41

Prepare a brief article for the local press (using not more than 1000 words) on any one of the following topics:

• A sporting event that you took part in.
• A recent school or college activity.
• A newly available product or technology.

Include contact or other details for further information. Present your work in word-processed form and include relevant photographs, diagrams or sketches.