VERBAL & NON-VERBAL VERBAL & NON-VERBAL COMMUNICATIONCOMMUNICATION

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CONTENTCONTENT Objectives

Introduction To Verbal & Non Verbal Communication

Major Areas Of Non Verbal Behaviour

Video Links

Casestudy

Learnings

Test Yourself 2

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OBJECTIVESOBJECTIVES

Understand the Importance of Nonverbal Communication

State a definition of Nonverbal Communication and

identify different types

Describe the purpose Nonverbal Communication serves in

the communication process

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VERBAL COMMUNICATIONVERBAL COMMUNICATION Verbal communication means a communication that takes

place by means of a language or words.

It includes the following contents.

a. Oral communication (Speaking & listening)

b. Written communication (writing & reading)

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Speaking:-

In order to send message in business, speaking

plays a vital role.

Writing:-

It is used when a complex message is sent.

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Listening:-

People in business spend more time in obtaining

information then transmitting it. Listening is the most

important way to receive information.

Reading:-

Reading involves understanding and interpreting the

material.

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NON-VERBAL COMMUNICATIONNON-VERBAL COMMUNICATION

The study of non-verbal communication examines how

messages are communicated through physical behavior,

vocal cues and spatial relationships.

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The total impact of a message breaks down like this:

7 percent verbal (words)

38 percent vocal (volume, pitch, rhythm, etc)

55 percent body movements

(mostly facial expressions)

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NON-VERBAL COMMUNICATION NON-VERBAL COMMUNICATION IN ORGANIZATIONIN ORGANIZATION

Environment

Body placement

Posture

Gestures

Facial expressions and movement

Clothing, dress, appearance

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Major areas of nonverbal behaviors are:

Eye contact

Facial expressions

Gestures

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Posture and body orientation

Proximity

Para linguistics

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EYE CONTACT EYE CONTACT

The eyes can give clues to a person’s thoughts.

When someone is excited, his pupils dilate to four times

the normal size.

An angry or negative mood causes the pupils to contract.

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EYE CONTACTEYE CONTACT

Direct eye-contact conveys interest, warmth, credibility

and concern.

Shifty eyes suggest dishonesty.

Downward gaze may be a sign of submissiveness or

inferiority

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FACIAL EXPRESSIONSFACIAL EXPRESSIONS

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FACIAL EXPRESSIONSFACIAL EXPRESSIONS

There are six categories of facial expressions:

Happiness

Sadness

Anger

Disgust

Surprise

Fear15

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Happiness- “Whoever is happy will make others happy

too.” -Mark Twain

Sadness- “Sadness dulls the heart more than the grossest

sin.”

Anger- “Anger is one letter short of danger”

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Disgust- A disgusting expression on the face is

considered negative and should be avoided in formal

gatherings.

Surprise- The eye-brows and the eyes are most affected

in an expression of surprise.

Fear- There is nothing to fear, but fear itself.

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GESTURES GESTURES

Gestures communicate as effectively as words,

sometimes even better.

Gestures support the verbal communication.

They sometimes detract from what you say.

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There are some negative gestures which should be

avoided:

Pointing at people- It is perceived as accusatory.

Fiddling with your items-It gives the impression that

you are nervous.

Dragging the feet-It implies lethargy.

Head Down- It suggests timidity.

Drooping shoulders- It implies weariness and lethargy.

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Weak handshake-It implies meek and ineffectual

personality.

Shifty eyes- It suggests nervousness.

Arms crossed on the chest- It is a defensive gesture.

Hands in pockets- Shows disrespect, and that you have

something to hide.

Covering your mouth- It suggests you are lying.

Shaking feet or legs- It shows indifference and

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AVOID THESE HAND GESTURESAVOID THESE HAND GESTURES

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USE THESE HAND GESTURESUSE THESE HAND GESTURES

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POSTUREPOSTURE Body posture can be open or closed.

Interested people pay attention and lean forward.

Leaning backwards demonstrates aloofness or rejection.

A head held straight up signals a neutral attitude.

A head down is negative and judgmental.

A head tilted to the side indicates interest.

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Some Negative Postures should be avoided:

Rigid Body Posture-Anxious/ Uptight

Hunched Shoulders –Lacks interest/ Feeling inferior

Crossed Arms-Protecting the body/ Negative Thoughts

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VERBAL & NON VERBAL VERBAL & NON VERBAL COMMUNICATIONCOMMUNICATION

https://www.youtube.com/watch?v=I9i5_xwRE_U

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NONNON VERBAL VERBAL COMMUNICATION CASE STUDYCOMMUNICATION CASE STUDY

At an early stage project meeting Mary, the project team leader,

presented her suggested project timetable to meet the project goals. During

the presentation she noticed that two team members were showing non-

verbal signs of disapproval.  Simon was frowning and shaking his head and

Justin had leant back in his chair and folded his arms. Mary stopped what

she was saying, turned to Simon and Justin and asked ‘I sense you are not

supportive of what I’m saying. Can I clarify anything for you?’ Simon

replied ‘You are right. I think the project timetable is unachievable.’ Mary

responded by directing a question to the whole group ‘How do the rest of

you feel about the timetable I’m suggesting?’25

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By observing these valuable non-verbal cues Mary was able

to open up communication amongst the team and find an early

resolution to this problem. Had she ignored or not been aware of the

cues, she could well have encountered serious problems with

meeting the project timetable and ultimate completion. Additionally,

she might not have received the full support of two valuable team

members.

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LEARNINGSLEARNINGS

Facilitates to pay attention to multiple mediums of

communication.

Facilitates to develop proficiency in understanding gesture

clusters.

Helps in understanding that our body has multiple channels

that can be successfully used to communicate thoughts

effectively.

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TEST YOURSELF:TEST YOURSELF: When communicating with others, I pay attention to

non-verbal signals - body language, facial expressions

and gestures.

a. Always or Nearly Always

b. Often

c. Some-times

d. Rarely Never or Hardly Ever

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I nod my head and use other gestures and facial

expressions to show that I’m interested in what is

being said.

Always or Nearly Always

Often

Some-times

Rarely Never or Hardly Ever29

TEST yourself:TEST yourself:

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I offer verbal signals while listening, things like, ‘Go

on… ’ or ‘Uh huh’ to encourage the speaker to

continue.

Always or Nearly Always

Often

Some-times

Rarely Never or Hardly Ever

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Test Test yourself:yourself:

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