4 Communication Channels
J.R. Dingwall; Chuck Labrie; Trecia McLennon; Laura Underwood; and Verna Johnson
Communication Channels
The way you share a message affects how your audience understands it. This is called the communication channel—the method or pathway you use to send your message.
In this section, you’ll learn about the most common communication channels used in professional settings. You’ll also explore the tools that go along with each one, the pros and cons of each channel, and how to choose the best one for your message.
Choosing the right channel can make a big difference in how clearly your message is received.
Types of Communication Channels
Communication channels can be grouped into three main types:
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Verbal
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Written
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Non-verbal
Each has its own strengths and weaknesses—and in most real-life situations, you’ll use a combination of all three.
Verbal Communication
When we think about communication, we often think of talking. Verbal communication includes both speaking and listening—it’s a two-way exchange. In this channel, the sender uses words to create a message, and the listener interprets those words to understand the meaning.
One common barrier is word choice. If the speaker uses unfamiliar or overly technical language, the listener might miss the meaning. Vocabulary and tone matter too. For example, you might use casual language with close colleagues but switch to more formal language when presenting to supervisors.
Verbal communication is used in the workplace to solve problems, coordinate tasks, share ideas, and build relationships.
Tone and Meaning
Tone plays a big role in how a message is understood. The same words can mean different things depending on how they’re said.
Consider this sentence: “I did not tell John you were late.”
Depending on which word is emphasized, the meaning shifts:
| Emphasis Implied | Implied Meaning |
|---|---|
| I did not tell John you were late. | Someone else told him. |
| I did not tell John you were late. | I didn’t say it at all. |
| I did not tell John you were late. | I may have implied it. |
| I did not tell John you were late. | I told someone else. |
| I did not tell John you were late. | I meant someone else. |
| I did not tell John you were late. | I told him you are still late. |
| I did not tell John you were late. | I told him something else. |
Non-Verbal Communication
Words are important—but what you don’t can be just as powerful. Research suggests only 7% of a message’s meaning comes from the actual words; 38% comes from tone, pace, and volume (called paralanguage); and 55% comes from non-verbal cues like facial expressions and body language (Mehrabian, 1981).
Non-verbal cues can influence hiring decisions. In one study, interviewers watched silent videos of job applicants. Even without hearing them speak, they could guess the applicants’ social skills based on gestures, clothing, and body language (Gifford, Ng, & Wilkinson, 1985). This shows how much we communicate without words.
Body Language
Body language helps send messages—even when we don’t realize it. Here are some common examples:
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A firm, dry handshake shows confidence.
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A weak or clammy handshake might signal nervousness.
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Lip-biting can suggest uncertainty.
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A direct smile shows warmth and assurance.
Keep in mind: These cues are common in North America, but bmay mean different things in other cultures. A gesture that is polite in one culture may be inappropriate in another.
Smell
Smell can influence how people feel—even in professional settings. A real estate agent might use the scent of cinnamon to make a home feel warm and inviting. But smells can also cause discomfort. Some workplaces are scent-free to protect people with allergies or sensitivities. Always consider how smell might affect others.
Eye Contact
Eye contact is another important cue—and it also varies by culture.
In Canadian workplaces, brief eye contact (around one second) shows interest and trust. But in some cultures, especially where hierarchy is important, sustained eye contact may seem rude or aggressive.
Facial Expressions
The human face can show thousands of expressions. (Ekman, Friesen, & Hager, 2008). Even small changes can send strong emotional signals:
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Smiling shows confidence and/or friendliness.
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Wide eyes and an open mouth may signal fear.
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Shifty eyes or tight lips can suggest distrust.
We often react to these signals instantly, without thinking—they shape our “gut feelings” about a person.
Posture
Posture sends silent signals. Sitting upright with a relaxed, straight back can show confidence and attention. In interviews or meetings, mirroring the other person’s body language—leaning in, sitting back—can show you’re listening and engaged.
Written Communication
Written communication includes emails, reports, memos, manuals, policies, and more. These can be handwritten, printed, or digital. Unlike verbal communication, which happens in real time, written communication is often asynchronous. The sender and receiver do not have to interact at the same moment.
Written communication gives the writer time to plan, draft, and revise. It is a critical skill in many jobs and can be learned with practice.
Digital Communication Channels
All three principal channels—verbal, written, and non-verbal—can occur digitally. Digital formats include:
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Video conferencing (verbal + non-verbal)
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Emails and text messages (written)
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Phone calls and voicemails (verbal)
Digital tools often mirror traditional communication but introduce new factors such as lag, noise, or visual clarity. Choosing between analog and digital methods can affect a message’s tone, clarity, and effectiveness.
Check Your Understanding
Attribution
This section was adapted from Chapter 4, “Communication Channel,” in Professional Communications and is used under a Creative Commons Attribution 4.0 International License.
References
References are at the end of this chapter.
