Transcript verbal & non-verbal communication

SELF LEARNING MODULE 1
CHAPTER 5
VERBAL & NON-VERBAL
COMMUNICATION
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SELF LEARNING MODULE 1
CHAPTER 5
CONTENT
 Objectives
 Introduction To Verbal
 Major Areas
 Video
& Non Verbal Communication
Of Non Verbal Behaviour
Links
 Casestudy
 Learnings
 Test Yourself
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SELF LEARNING MODULE 1
CHAPTER 5
OBJECTIVES
 Understand
 State
the Importance of Nonverbal Communication
a definition of Nonverbal Communication and
identify different types
 Describe
the purpose Nonverbal Communication serves in
the communication process
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CHAPTER 5
VERBAL 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 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 IN
ORGANIZATION
 Environment
 Body
placement
 Posture
 Gestures
 Facial expressions
 Clothing,
and movement
dress, appearance
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CHAPTER 5
Major areas of nonverbal behaviors are:

Eye contact

Facial expressions

Gestures
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
Posture and body orientation

Proximity

Para linguistics
CHAPTER 5
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CHAPTER 5
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 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 EXPRESSIONS
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FACIAL EXPRESSIONS

There are six categories of facial expressions:

Happiness

Sadness

Anger

Disgust

Surprise

Fear
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 Happiness-
CHAPTER 5
“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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
CHAPTER 5
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
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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
CHAPTER 5
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
disinterest.
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CHAPTER 5
AVOID THESE HAND GESTURES
USE THESE HAND GESTURES
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POSTURE

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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CHAPTER 5
VERBAL & NON VERBAL COMMUNICATION
 https://www.youtube.com/watch?v=I9i5_xwRE_U
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NON VERBAL COMMUNICATION 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 nonverbal 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?’
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SELF LEARNING MODULE 1
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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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CHAPTER 5
LEARNINGS
 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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CHAPTER 5
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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TEST yourself:
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 Ever
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CHAPTER 5
Test yourself:
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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CHAPTER 5
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