4 Communication Channel
Choosing a Communications Channel
Learning Objectives
Upon completing this chapter, you should be able to:
- categorize specific elements of a given communication scenario as verbal, non-verbal, written, and/or digital;
- determine, based on the richness of the communication, if the appropriate communication channel was implemented for a given communication scenario;
- recommend the most appropriate channel(s) for a given communication scenario.
Introduction
The channel or medium used to communicate a message affects how the audience will receive the message. Communication channels can refer to the methods we use to communicate as well as the specific tools we use in the communication process. In this chapter we will define communication channels as a medium for communication, or the passage of information. In this chapter we will discuss the principal channels of communication, as well as the tools commonly used in professional communication. We will discuss the pros, cons, and use cases for each tool and channel, because, in a professional context, the decision about which channel to use can be a critical one.
Communication Channels
Communication channels can be categorized into three principal channels: (1) verbal, (2) written, and (3) non-verbal. Each of these communications channels have different strengths and weaknesses, and oftentimes we can use more than one channel at the same time.
Verbal Communication
Most often when we think of communication, we might imagine two or more people speaking to each other. This is the largest aspect of verbal communication: speaking and listening. The source uses words to code the information and speaks to the receiver, who then decodes the words for understanding and meaning. One example of interference in this channel is choice of words. If the source uses words that are unfamiliar to the receiver, there is a chance they will miscommunicate the message or not communicate at all. The formality of vocabulary choice is another aspect of the verbal channel. In situations with friends or close co-workers, for example, you may choose more casual words, in contrast to words you would choose for a presentation you are making to your supervisors. In the workplace the primary channel of communication is verbal, much of this communication being used to coordinate with others, problem solve, and build collegiality.
Tone
One element of verbal communication is tone. A different tone can change the perceived meaning of a message. Table 1.3.1, “Don’t Use That Tone with Me!” demonstrates just how true that is. If we simply read these words without the added emphasis, we would be left to wonder, but the emphasis shows us how the tone conveys a great deal of information. Now you can see how changing one’s tone of voice can incite or defuse a misunderstanding.
| Placement of Emphasis | Meaning |
| I did not tell John you were late. | Someone else told John you were late. |
| I did not tell John you