Types And Channels Of Communication Unit 2 Unit 2 Structure 2.1 2.2 Introduction Objectives Types of Communication Types And Channels Of Communication 2.2.1 Verbal Communication 2.2.2 Nonverbal Communication Self Assessment Questions 2.3 Classification of Channels of Communication 2.3.1 Selection of the Appropriate Channel 2.3.2 Comparison of Oral and Written Channels Self Assessment Questions 2.3 Summary Terminal Questions Answers to SAQ’s and TQ’s 2.1 Introduction In the introductory unit, we looked at the communication process in detail and examined each of the elements of communication. The channel or medium of communication, was mentioned as one of the key elements. It was pointed out that selection of a wrong channel can lead to communication failure. In fact there is a saying that “the medium is the message.” This means that the choice of a channel itself can speak volumes, without a written or spoken message. For example, advertising a product in an exclusive magazine conveys the message that the product is of high quality. Given their importance, this unit will focus entirely on channels of communication. The relative advantages and disadvantages of the different types of channels will be explained and guidelines will be offered on how to choose the right channel in a particular business situation. Sikkim Manipal University 19 Types And Channels Of Communication Unit 2 Learning Objectives: After studying this unit, you should be able to. 1. Distinguish clearly between the different types of communication 2. Understand the advantages and limitations of each type of communication 3. Categorize the different channels of communication 4. Decide which channel to use in different situations, as a business communicator 2.2 Types Of Communication Broadly, communication may be divided into two areas – verbal and nonverbal communication. Verbal communication, or communication through words, provides the opportunity for personal contact and twoway flow of information. A large part of our communication, whether at work or outside, is verbal in nature. Verbal communication in turn, may be divided into two areas – oral and written communication. Oral communication may be defined as a process whereby a speaker interacts verbally with one or more listeners, in order to influence the latter’s behavior in some way or the other. Example – In a business context, a manager doing a performance appraisal with an employee, or a sales manager making a sales plan presentation to his sales team. In the first example, the manager may point out areas for improvement and in the second case, the sales manager may be explaining how to achieve new sales targets. Oral communication in a business context can take the form of meetings, presentations, onetoone meetings, performance reviews and so on. Written communication is a process whereby a writer interacts verbally with a receiver, in order to influence the latter’s behavior. Example – A manager writing a letter of apology in response to a customer’s complaint regarding poor service. Sikkim Manipal University 20 Therefore. notices. the boss. Consider the following example – Your boss has asked you to make a presentation on your suggestions for improving the organization. looks out of the window. circulars.Types And Channels Of Communication Unit 2 Written communication at the workplace can take several forms such as letters. clenches his jaw muscles and begins to frown. as you make your presentation. You take him at his word and come prepared with an elaborate presentation and a list of ideas. he rises abruptly from his chair. The game of “dumb charades” is a perfect example. Nonverbal communication is generally unintentional. apart from what we say. since “how you say something” is sometimes more important than “what you say. conveys a message beyond the spoken word – that he does not really want to hear your suggestions. through his nonverbal behavior. are all part of nonverbal communication. while the spoken or written words may be perfect. Sikkim Manipal University 21 . At the end of your presentation. Nonverbal communication. he yawns repeatedly. reports and email. All of us tend to communicate silently and unknowingly send signals and messages by what we do. it is particularly important in the workplace. posture and the way we dress.” Although nonverbal communication can affect both our personal and business relationships. We will examine some of these in more detail in later chapters. sits back casually. unlike verbal communication. says “thank you for your ideas” in an angry voice and gives you a curt handshake In the example. Gestures. memos. the nonverbal aspects could convey the exact opposite meaning. However. It refers to any way of conveying meanings without the use of verbal language. Nonverbal communication can have a greater impact than verbal communication. on the other hand may be defined as communication without words. We will discuss the different aspects of nonverbal communication in more detail. later in this unit. facial expressions. However. verbal messages have some drawbacks – the message may not be properly worded. i. you might understand it to mean what kind of financial position you are in. it is particularly important to avoid literal translation of words. whereas the intended meaning might have been “What kind of mental or physical shape are you in?”.. or interpreted differently from its intended meaning. even a simple statement like “let’s discuss this matter tomorrow “might be interpreted by one person as “let’s meet tomorrow” and by another as “let’s discuss this over the phone”.1 Verbal Communication We communicate most of our ideas to others through verbal messages. Sikkim Manipal University 22 . unambiguous and have a single accepted meaning.2. was introduced without any changes in the American market.e. For example. Miscommunication through verbal messages could be avoided by following a few simple guidelines – · Avoid Words with Multiple Meanings : Words sometimes tend to have different meanings in different cultures. Example : The advertising campaign for Electrolux vacuum cleaners with the slogan “Nothing sucks like an Electrolux”. when communicating verbally. through spoken or written messages. when communicating in a crosscultural context. the product failed since the word “sucks” which is American slang. use highly specific language to avoid a variety of interpretations. Example : If I ask you “What kind of shape are you in?”. it is important to use words that are precise. Therefore.” Even simple words used in the same cultural context could have multiple meanings and be interpreted differently. since they might have a negative meaning in another culture. Therefore. However.Types And Channels Of Communication Unit 2 2. or the message may be misunderstood. has a negative connotation which means “bad. · Ensure Clarity through Highly Specific Statements –Instead of describing an object or idea in general terms or in abstract language. This can happen when the words used seem to be objective. but should be avoided when communicating with a general audience. Above all. For example.Types And Channels Of Communication Unit 2 Example – If you are calling the IT support staff in your organization to fix a problem with your computer. Verbal communication is more likely to go wrong in a crosscultural context. Similarly. 3. Jargon refers to words with multiple meanings Sikkim Manipal University 23 . 4. Every profession has its own jargon which only experts in that field can understand. referring to a lady receptionist as “that female. instead of saying “My computer doesn’t work”. since the terms may not be understood. certain words may have a “sexist” connotation and be taken in an offensive way for example. referring to a coworker as “wishy washy” if he is not quick in making a decision. What you say is more important than how you say it. · Avoid Biased Language and Offensive Words : Language has the power to arouse negative feelings. For example. never use jargon just to impress your audience.” · Avoid overuse of Jargon : Jargon refers to technical terms or specialized vocabulary. Two broad areas of communication are oral and written communication.” Self Assessment Question 1 Are the following statements true or false? 1. but actually contain an intentional or unintentional bias. could lead to misunderstanding and conflict. 2. it is better to state in more precise terms that “ I get a message saying that my computer is not responding. if it is not used with care. IT experts use terms like “computer architecture” which the layperson may not understand. A certain amount of jargon may be permissible when writing a technical report for example. The use of jargon depends on the audience with whom you are communicating. At the end of the session. there is total silence. sitting back in a relaxed posture may be a signal of boredom or fatigue. First impressions generally tend to be lasting impressions. as pointed out earlier. Similarly. The message conveyed in the above example is that the audience is bored with the session. unlike verbal messages. silence itself may convey a lot of meaning. * Nonverbal Communication Cannot Be Avoided – While one can avoid verbal communication by refusing to speak or write. Let us now take a look at some of its characteristics.2 NonVerbal Communication We have defined nonverbal communication earlier in this unit. Example – A speaker making a presentation may find that the audience is not very interactive. it is not possible to do the same with nonverbal communication. you avoid eye contact. That is because nonverbal communication is not always intentional. This immediately reflects your attitude and the impression formed of you is that of a person who takes things casually.2. when he asks for some feedback. When asked some questions. * Nonverbal Communication is Ambiguous – While precise words can be used in verbal communication to ensure that that the message is clearly understood. For example. nonverbal communication is not always clear and easy to understand. which distinguish it from verbal communication. avoiding eye contact with your audience could mean that you either are nervous or guilty of something! Therefore it is not possible to accurately understand the messages conveyed by nonverbal behavior. The silence indicates that they have not listened to the session and that the feedback is negative. Instead he notices people yawning during his presentation.Types And Channels Of Communication Unit 2 2. Let us say you go for a job interview fifteen minutes late dressed in informal attire. is insecure and lacks knowledge. Sometimes. * Nonverbal Communication is Powerful – Nonverbal communication helps us to form first impressions and make judgments of others. Sikkim Manipal University 24 . others may be different in different cultures. Given its importance. Generally.Types And Channels Of Communication Unit 2 * Nonverbal Communication Cannot Express All Messages – Nonverbal behavior can only express a person’s feelings. There is a common misconception that nonverbal communication is synonymous with body language and includes only body language. level of interest. an understanding of the different types of nonverbal communication is essential. can only do so through a written report or oral presentation. in oriental cultures like India. any form of physical contact is not common and is interpreted as being intimate. If he is making an oral presentation. In this age of business communication across cultures. attitudes. The fact is that it is a vast area which has been widely researched and includes several aspects. Examples – There are different rules regarding the appropriateness of the handshake in oriental and western cultures. his nonverbal behavior can only indicate how pleased he is about the increase in sales. Failure to do this could lead to costly blunders. Classification of Nonverbal Communication We have seen how nonverbal communication plays an important role in business communication. Certain messages about ideas or concepts can only be expressed through the spoken or written word. Consider the following example A sales manager wanting to report that sales for the current year has exceeded targets. it is important for you to understand these differences. especially when doing business overseas. *Nonverbal Communication Varies Across Cultures – While certain types of nonverbal behavior are universal. a nod of the head means yes in some cultures and no in other cultures. with the corresponding communication terminology Sikkim Manipal University 25 . Similarly. while it is an accepted thing in western countries. liking or dislike for something. The table below lists the different types of non verbal communication. but with a sad facial expression. If you meet a long lost friend and say “ I’m very happy to meet you again”. it conveys the exact opposite meaning. Kinesics –This is the most often studied and important area of nonverbal communication and refers to body movements of any kind. anger and sadness. Facial Expressions can convey feelings of surprise. happiness. Sikkim Manipal University 26 .Types And Channels Of Communication Unit 2 Types of Nonverbal Communication Description Communication Terminology Body Language Kinesics Personal Space and Distance Proxemics Meaning Attached to Time Time Language Tone of Voice Paralanguage Physical Environment Physical Context Let us now look at each of the above aspects of nonverbal communication in detail 1. Different body movements can express inner states of emotion. while lack of it can convey feelings of nervousness and guilt. such as wide open pupils express feelings of surprise. since slouching or a relaxed posture conveys a casual attitude. appreciation. Gestures.Types And Channels Of Communication Unit 2 Eye Movements. Going to a job interview dressed in blue jeans or not sticking to a stipulated dress code at the workplace can convey that you are a rebel. Proxemics – Proxemics is derived from the word “proximity” or closeness and is the communication term for personal space and distance. it is important to take care of your appearance. The space and distance which we choose to keep from people is also part of nonverbal communication. Each of us has our own inner and outer circles. which differ for different people. Head Movements like nodding the head can convey interest. For example. Physical Appearance – Our outward appearance. 2. Sikkim Manipal University 27 . agreement or understanding. nonconformist or a very casual person. someone who is strong and muscular is generally thought to be athletic. Therefore. as opposed to a person who is short and fat! Posture on the other hand is within our control. including the way we dress and the jewelry and makeup that we wear can convey an impression of formality or informality. In formal settings such as job interviews or classroom settings. The importance of eye contact with one’s audience was pointed out earlier. such as movement of the hands while giving a lecture or presentation indicates a high level of involvement in what you are saying. it is essential that you maintain an erect posture to convey that you are attentive. On the other hand. excitement or even fear. Body Shape and Posture – Body shape is not within one’s control but can be stereotyped to convey certain meanings. Direct eye contact is an indication of intensity and interest. shuffling of the feet is a sign of nervousness and speaking with one’s hands in one’s pockets is considered to be casual or even rude. so that you convey the right meaning to others. A round table meeting. however. Space should therefore be used carefully in a work environment. punctuality is considered to be important. room size and seating arrangement are permanent. conveys the idea of equality. This conveys an impression of formality. so as to convey the right impressions. time language also varies across cultures. On the other hand. Next comes a “personal space” which might include other friends and colleagues or coworkers. where the communication is of a more formal nature. seating at the head of the table conveys leadership or authority. One person may value time more than another. These two spaces involve communication of an informal nature. Similarly. Arriving late for a business meeting is inexcusable. the seating arrangement could be changed and this conveys an impression of informality. Time Language –This refers to the meaning or importance attached to time and varies between different people. it is more relaxed and time is not given that much importance.Types And Channels Of Communication Unit 2 Our inner most circle is an “intimate space”. since no one can be seated at the head of the table! All points of a circle are the same. since all heads are equal. semifixed space means that certain elements of the environment can be changed – for example. In most western cultures for example. In a business context. use of space at the workplace can determine leadership positions. Sometimes. Most of us also have a “social and public” space. That is why when heads of state meet ( as in UN Security Council meetings). it is always a round table discussion. 3. it is more relevant to understand the concept of “fixed space” and “semi fixed” space. Sikkim Manipal University 28 . For example. into which we generally admit only select people such as family and close friends. which includes official or workplace relationships. Fixed space means that the physical features of the work environment such as furniture. In other cultures. or the arrangement of furniture. making sure that what you say is consistent with how you say it. The important point to keep in mind regarding tone of voice is to avoid mixed signals – that is. these can also vary across cultures. Physical Context – This refers to the physical environment or surroundings within which we communicate and includes two aspects – 1) color and layout and 2) design. Of all the forms of nonverbal communication. The point to remember is that you can make the right impressions with use of the right colors. rather than in a general context. saying “I practice good business communication” could be interpreted to mean that you communicate particularly well in a business context. and not “what” is said. In other words. mourning and negative feelings. Design refers to the type of chairs. On the other hand. the pace (slow or fast) the emphasis on words and the volume (soft or loud) and can convey different moods and emotions. therefore paralanguage means “like language”. formality or informality. Of course. 4.Types And Channels Of Communication Unit 2 We convey messages to others through the time we spend on a work related activity or by the importance that we give to time. Example : The statement “I practice good business communication” can be understood in different ways. Layout in a work environment refers to the size of an office. For example. colors like black and grey are associated with death. All these can convey status. Colors are known for their symbolic meaning and have associations with different feelings. Saying “ I practice good business communication” means that I alone practice it above anyone else. Yellow and green are associated with more positive feelings. It refers to the tone of voice with which something is said. it is “how” something is said. Arriving early at work or for a job interview shows interest. Spending time with an employee and giving him suggestions on how to improve his performance shows interest and involvement in his career growth. Sikkim Manipal University 29 . desks or carpeting. paralanguage is closest to verbal communication. as mentioned earlier in this unit. Paralanguage – Para means “like” or “similar to”. depending on the emphasis on certain words. 5. involvement and seriousness. The tone of voice includes the pitch (high or low pitch). Sikkim Manipal University 30 . Speaking loudly e. Paralanguage 2. A basic understanding of the nature of the different channels is required. written or nonverbal. The sender should use the right non verbal cues to convey a positive message. Communication channels could be classified based on three criteria – 1) whether the communication is oral. reports. Personal space and distance 5. A boss visiting an employee’s office for discussion c. within oral and written communication. Nodding the head a. telephone or teleconferencing. you will have a choice of a variety of channels through which to deliver your message. We will now go into the specifics of the choice of channels for different business situations. Arriving late for a meeting 4. Time language b. while the receiver should learn to look for unintended messages conveyed by nonverbal communication. As mentioned earlier. oral communication could take place through a facetoface meeting.Types And Channels Of Communication Unit 2 We have seen how the types of nonverbal communication outnumber the types of verbal communication. so as to be able to choose the right channel in a given situation. Self Assessment Question 2 Match the following – 1. Written communication could take the form of letters. As a business communicator. An executive chair and a carpeted room d. memos or email. in detail. Kinesics 3. if used in a positive way.3 Classification Of Communication Channels So far we have been discussing the two broad areas of communication – verbal and nonverbal. Nonverbal communication is an important supplement to verbal communication and can enhance verbal communication. Physical context 2. 2) the level of feedback and 3) the personal nature of the communication. in the absence of facetoface contact. negotiation. communication can now be two way. Twoway. possible. Personal meetings are also expensive and timeconsuming. since the receiver can react immediately to the sender’s telephone or email message. clarifications or suggestions. telephone and email communication are all examples of this type of channel. when distance makes such meetings impractical. Sikkim Manipal University 31 . A second advantage is that immediate feedback is possible in the form of questions. without being face to face. This type of channel could take the form of onetoone meetings ( a superior doing a performance appraisal with an employee). While teleconferencing has the advantage of saving time and costs involved in travel. In this case. Some types of interaction such as brainstorming. it cannot replace facetoface meetings completely. Yet another advantage is the personal quality of the communication. Teleconferencing. since nonverbal cues cannot be used to enhance the communication. The disadvantage of this type of channel is the difficulty in getting people together and arranging facetoface meetings. due to lack of facetoface contact. This type of communication is of an impersonal nature. since it enables two parties in different locations to see ( if there is videoconferencing facility) and speak to each other.The advantage of using this channel is that nonverbal communication such as gestures. Today. facial expressions and tone of voice can be used to make the communication more effective. Teleconferencing is almost as good as facetoface communication. Immediate feedback is however. meetings involving small groups of people ( board meetings) or large gatherings ( a speaker making a presentation to a large audience). where problems and conflicts can be easily resolved. persuasion and problem solving can be conducted better through facetoface meetings. as with the facetoface channel. facetoface channels – Here the communication is oral and nonverbal. many large Indian organizations make use of this technology. but not facetoface channels With the advent of new technologies. 2. especially when people are separated by distances. This is especially true of onetoone meetings.Types And Channels Of Communication Unit 2 1. immediate feedback is possible and the communication is of a highly personalized nature. the communication is purely oral. Two way. etc. not facetoface channels – All forms of written communication mentioned earlier – letters. Within an office. a sales letter addressed to a customer could be made highly personal. compared to facetoface communication. Oneway. Email is another twoway. although it could be personalized to an extent in some forms such as letters. This is because of the personal nature of facetoface communication. Although there is no hard and fast rule. which makes it more suitable than the other channels of communication. in the absence of facetoface contact.” Email has the advantage of low cost. The disadvantage is that it is hard to hold the listener’s attention for too long. since the messages can be stored or passed on to others. email is used as an alternative to telephone communication and personal meetings and is called the “intranet. the following guidelines would be useful when selecting a channel for a particular situation · When trying to solve problems or improve relationships. It is also purely verbal.1 Selecting The Appropriate Channel Let us now discuss the appropriateness of each of these channels for different business situations. may be classified under this type of channel. 2. 3. but not facetoface channel that allows senders and receivers to send and respond to one another’s messages almost instantaneously. The disadvantages are its impersonal nature and the lack of confidentiality. For example. notices. since nonverbal communication is not possible. speed and the ability to send messages to several people anywhere in the world. reports. It is also relatively inexpensive. Sikkim Manipal University 32 . oral facetoface communication is generally the most effective form of communication. It lacks the personal quality of facetoface communication.Types And Channels Of Communication Unit 2 Telephone communication has the advantage of being able to contact people who would be impossible to reach in person. since there is usually no instantaneous feedback between the sender and the receiver.3. memos. by addressing the customer by name and customizing a product to his needs. Written communication is largely oneway communication. or with the bank regarding funds for expansion should always be of a highly formal nature. written communication is best. written channel – · When you want the tone of the communication to be formal. through written letters or reports. such as telephone. · When there is need for immediate feedback. Putting your request in a letter or through a telephone call may not be of much help. On the other hand. · For making immediate contact. For example. i. Sikkim Manipal University 33 . This is because. the following criteria would justify the need for a oneway. explaining the features of a machine is best done through a technical report giving details and technical specifications.e. which may not be read at all. written communication is more appropriate than oral communication. or non face toface. either facetoface. oral facetoface communication is the most appropriate channel. as a speaker. oral facetoface communication works best. · When you want to explain complicated ideas that require a lot of study and thought by the receiver. which is best done face to face. For example.. you will have greater command over a listener’s attention than if you write a letter or a report. you would have to meet a bank manager personally. For example. oral communication. if you want to have the funds in an account released now. teleconferencing or email. oral facetoface communication is required. non facetoface. highlighting the unique features of a product may require actual product demonstration through facetoface contact. · When you want to command a high degree of control over the receiver. communication with the government regarding compliance with tax matters. For example. may be equally appropriate. Explaining a concept may require showing photographs or diagrams through a slide presentation.Types And Channels Of Communication Unit 2 · When there is a need for visual support in explaining an idea. This is summed up in the table below. the minutes of a business meeting should always be recorded in writing; written appointment letters should be given to new employees at the time of joining an organization. at leisure.2 Comparison Of Oral And Written Channels It is evident that oral and written channels both have their relative advantages and disadvantages. For example. it is possible to include a number of details in a written report that the receiver can read and reread. On the other hand. The same is true of telephone communication.Types And Channels Of Communication Unit 2 · When you want to convey a large amount of information. 2. since the speaker would be unable to command a captive audience for too long. which should be kept brief.3. It would be difficult to convey this through a lengthy oral presentation. written communication is most suitable. which rates each of these channels as “high” or “low” on different dimensions – Characteristic/Dimension Oral Communication Written Communication Interactivity High Low Level of Feedback High Low Formal Nature Low High Personal Nature High Low Sikkim Manipal University 34 . · The written channel is also more appropriate when you wish to keep a permanent record of happenings. it may be necessary to use a combination of channels. providing a written research report along with a presentation on findings of a study. In a oneway non facetoface channel. 2. in order to make sure that the message reaches the sender. A job interview between an employer and a prospective employee is an example of a ________________ ________________ communication channel. keeping in mind the requirement of the situation at hand. For example. or making a followup phone call after sending an email message is bound to have more impact and to ensure that the message is well understood.Types And Channels Of Communication Unit 2 Low Permanent Nature High Cost High Low Control over Receiver High Low Effectiveness for Complex Messages Low High Effectiveness for Detailed Messages Low High Communication channels should be selected with care. In some cases. as well the inherent advantages and disadvantages of each channel. the communication is _______________ and __________________ in nature. Self Assessment Question 3 1. Sikkim Manipal University 35 . depending on whether the communication is oral. circulars or email. Verbal communication comprises oral and written communication. Nonverbal communication refers to communication without words and plays an important role in business communication. time language. _________________ communication is better than __________________ communication. Oral communication could take place through presentations. there are a variety of communication channels open to a business communicator. reports. whether immediate feedback is possible and whether it is personal or impersonal in nature. When you want the receiver to pay attention to your message. so that the appropriate one may be used in a given situation. Within the two broad types of communication. unless the message is carefully worded. meetings or oneto one meetings. It is important to avoid words that may have multiple meanings. avoid jargon and use language that is highly specific. Some of the criteria for selection of a channel include – · · · The aim of resolving conflicts or improving work relationships The need for visual support while communicating The urgency of the situation Sikkim Manipal University 36 . A proper understanding of these channels is essential. ____________________ communication is more suitable than ___________________ communication. certain guidelines should be followed when communicating through the oral or written word.” “Proxemics” or personal space and distance. 2. “paralanguage” or tone of voice and physical context are some of the other aspects of nonverbal communication. It is a vast area that includes more than just body language or “kinesics. which in turn can take many forms in a business context. Verbal communication has the disadvantage of being inaccurate or misunderstood. Channels may be classified into three types – two way facetoface. Therefore. unbiased and inoffensive. notices. two way non facetoface and one way non facetoface.4 Summary Communication can be divided into two broad areas – verbal and nonverbal communication.When using a lot of jargon. memos. while written communication could be in the form of letters.Types And Channels Of Communication Unit 2 3. can convey positive messages and thus enhance verbal communication. written or nonverbal. It is unintentional and if used with care. 4 . some situations may demand the use of both types of channels for maximum effect. b 2. Which aspect of nonverbal communication was responsible for the communication failure? How would you rectify this? 3. False 2. c 3. True 4. However. d Sikkim Manipal University 37 . What are some of the advantages of verbal over nonverbal communication? 2. Which channel of communication would be appropriate in the following situations? Justify your answer.Types And Channels Of Communication Unit 2 · · · · · The need for quick feedback The complexity and volume of information The formal or informal nature of the communication The permanent nature of the communication The requirement for keeping things on record Oral and written channels have their inherent advantages and disadvantages in any given situation. a) Notifying employees of a fire in the building b) Announcing to employees that Independence Day is a paid holiday c) Criticizing an employee for poor performance Answers to Self Assessment Questions Self Assessment Questions 1 1. False Self Assessment Questions 2 1. Terminal Questions 1. False 3. Describe a situation that you experienced where communication went wrong because the nonverbal behavior sent conflicting signals. Twoway; facetoface 2.2 3.2.2. Refer 2.2. 2.2 2.3. a Self Assessment Questions 3 1. e 5. Verbal/written; impersonal 3.1 Sikkim Manipal University 38 . Written; oral Answer to Terminal Questions 4 1. Oral; written 4.Types And Channels Of Communication Unit 2 4. Refer 2.1 and 2. Refer 2.2.