Download Understanding Business Communication

Understanding Business
Communication
Written and Non-Verbal
Communication
Written Communication
Reading makes a full man, writing an exact man, conference a ready man
-Francis Bacon, English Writer
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• While speech comes to us naturally
and spontaneously, writing comes
after serious practice and careful
organization of thought. The word
‘write’ has been derived from the old
english word ‘writan’,that means to
scratch ,inscribe or draw.
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Written Communication in an Organization
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Letters
Memoranda
Notices
Minutes
Circulars
Agenda
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Written Communication in an Organization……
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Reports
Orders
Enquiries
Complaints
Quotation
Forms
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Example of Memoranda
Tulip International
18 Motijheel, Guwahati
Official Memo
To
From
Date
Subject
: The Marketing Manager
: Mahmudul Hasan, General Manager
: 15 October 2012
: Carelessness of Marketing Officers
This is to inform you with great anxiety that the rate of sale of our products has decreased
tremendously due to the negligence of the Marketing Officers. In these circumstances, you are
requested to take all necessary steps regarding the issue.
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Example of Minutes
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Attendance
Meeting location
Conference Room
Building etc….
Meeting headed/chaired by
Meeting start
Meeting schedule start
Meeting actual start
Meeting scribe
Agenda
Meeting End
Post meeting action
Next meeting
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Characteristics of Written Communication
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Most formal type of communication
Used for documentation
Used for circulation of information
A creative activity
Time factor
It has fewer cycle
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Advantage of written communication
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Ready reference
Legal defence
Promotes uniformity
Mass access
Suitable for distance communication
Image building
Accurate and Unambiguous
Permanent in nature
Facilitates in order to assign responsibility
Permits substitution and revision
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Disadvantage of written communication
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Limited to literate world
Time consuming
Lot of paper work
Needs expertise in expression
Lack of immediate feedback
Costly
More man hours needed
No immediate clarification
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Non Verbal Communication
Mr.Puri woke up at 06.00am on hearing the alarm of his clock. He woke up and
bowed down in front of the picture of God in his room. Then he went to his
son’s room and kissed on his forehead. His dog came running to him and he
patted on it’s back. On hearing the doorbell Mr.puri understood this would be
the milkman. He opened the door and collected the milk and waved to
Mr.Singh,his neighbor who was going for a walk.
After following his morning routine,Mr.Puri got ready for the office and started
his car. Then he honked for Mr.Sharma,who used to go with him in the car. On
the way to the office, he had to stop twice on the red light signal.
He also gave lift to Mr.Kumar,whose scooter had broken down and he was
standing and waiving to people for help a lift.
He entered in office and looked at the wall clock in the office. His boss
Mr.Srinath was standing in the office lobby and as soon as he entered,Mr.Srinath
looked in to his eyes and then on clock.Mr.Puri was five minute late.
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Mr.Puri woke up at 06.00am on hearing the alarm of his clock. He woke up
and bowed down in front of the picture of God in his room. Then he went
to his son’s room and kissed on his forehead. His dog came running to him
and he patted on it’s back. On hearing the doorbell Mr.puri understood this
would be the milkman. He opened the door and collected the milk and
waved to Mr.Singh,his neighbor who was going for a walk.
After following his morning routine,Mr.Puri got ready for the office and
started his car. Then he honked for Mr.Sharma,who used to go with him in
the car. On the way to the office, he had to stop twice on the red light
signal.
He also gave lift to Mr.Kumar,whose scooter had broken down and he was
standing and waving to people for help a lift.
He entered in office and looked at the wall clock in the office. His boss
Mr.Srinath was standing in the office lobby and as soon as he
entered,Mr.Srinath looked in to his eyes and then on clock.Mr.Puri was five
minute late.
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Non Verbal Communication
• Non -Verbal Communication is the message
or response not expressed or sent in words hints , suggestions , indications.
• ♦Actions speak louder than words.
• ♦There is a distinction between the meanings
we ‘give’ in words and the meanings we ‘give
–off ’ in NV signals.
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• ♦Non -Verbal signals are unconscious parts of
our behavior which is a deeply rooted part in
our entire makeup.
• ♦In fact, it is the most basic part of our
personality.
• ♦Behavior has no opposite, i.e. there is no
such thing as non-behavior
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• NVC is the unspoken communication that goes
on in every Face-to-Face encounter with
another human being.
• It is recognized as the route to discover what
the other side wants, without them ever
saying it, like a secret way into their soul.
• NVC stands for the innermost, instinctual form
of human communication
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Characteristics of Non Verbal
Communication
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Instinctive
Less Conscious
Subtle
Complementary to verbal communication
Forms the larger part of the overall
communication activity.
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Non Verbal communication
• Nonverbal communication is present in most
interpersonal conversations, including
cyberspace communication with the use of
emoticons.
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Relationship of Non-Verbal Messages with Verbal
messages
• A non verbal message can compliment a verbal
one.
• It can emphasise a verbal one.
• It can repeat a verbal one.
• A non verbal message can regulate a verbal one.
• It can substitute a verbal one
• A non verbal message can contradict a verbal
one.
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Body Language
• As per management consultant Nancy Austin
“when people don’t know whether to believe what they
are hearing or what they are seeing, then try to follow
the body language which often tells the truth.”
• You can play fast and get loose with the words, but it’s
much more difficult to loose with gestures.
• “we talk with our vocal cords, but we communicate with
our facial expression, tone of voice and our entire body.
• When we meet someone for the first time, their body
language, on conscious and unconscious levels, largely
determines our initial impression of them.
• In turn when someone meets us for the first time, they
form their initial impression of us largely from our body
language and non-verbal signals.
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Aspects of Body Language
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Facial Expression
Eye contact
Gestures
Heads, Body shape and postures
Appearance
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Facial Expressions…..
Type
Manner of Portrayal
Connotations
Felt Smile
a)Upturned mouth with
lips closed.
Appreciative of the
interaction and happy
b)Upper set of teeth
exposed with simultaneous
eye contact
c)Broad smile which
exposes both sets of teeth
Miserable Smile
Only half of the mouth is
smiling
dissatisfied
False smile
Slight turn at the end of
the mouth
Dangerous, which also
does not reaches to eyes
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Facial Expressions
• The face is an important source of
information.
• Since the face cannot be easily hidden, it is an
important source of nonverbal information
and communicates a variety of emotions.
• In addition, eye contact, pupil size, and the
smile provide additional cues to informed
observers
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Face Expressions…..
• Forehead
Wrinkles
Anger
• Eyebrows Outer
edges up
Anger
• Nose
Upward
Contempt
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Eyes
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Centered
Gazing Up
Gazing Down
Gaze on the Side
Wandering
Looking right and up
looking right sideways
direct eye contact (Speaking)
direct eye contact (listening)
rubbing eye or eyes
Focused
Thinking
Shame
Guilty
Disinterested, Bored
visual imagining
imagining sounds
honesty or faked honesty
attentiveness, interest, attraction
disbelief, upset, or tiredness
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LIPS/Mouth
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Parted
Together
Wide Open
hand clamped over mouth
nail biting
smile - head tilted, looking up
forced laughter
Relaxed, Happy
Possibly Concerned
Very Happy / Very Angry
suppression, holding back, shock
frustration, suppression
playfulness, teasing
nervousness, cooperation
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Arms/Hands
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Arms Crossed
Angry, Disapproving
Open
Honest, Accepting
arms held behind body with hands clasped confidence, authority
handbag held in front of body(female)
nervousness, protective
adjusting cuff, watchstrap, tie, etc (male)
nervousness, protective
touching or scratching shoulder
nervousness, protective
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Fingers/Hands
Fingers Interlocked
Tense
Pointing at you
Angry
OK Signal
Fine
V Sign
Peace
finger pointing (in the air)
emphasis
finger wagging (side to side)
warning, refusal
clenched fist(s)
resistance, aggression, determination
finger tips and thumbs touching each other on opposite hands
thoughtfulness, looking for or explaining connections or engagement
palms down moving up and down, fingers spread
seeking or asking for calm, loss of control of a group or situation
rubbing hands together
anticipation, relish
hand stroking chin
thoughtfulness
hand supporting chin or side of face
evaluation, tiredness or boredom
neck scratching
doubt, disbelief
removing spectacles
alerting wish to speak
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Interpreting Body Language
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Responsive
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ENGAGED leaning forward
Open Body
Open Arms
Open Hands
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EAGER (sprint position)
Open Legs
Feet under Chair
On Toes
Leaning Forward
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Reflective
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LISTENING with head tilted
Lots of Eye Contact
Nodding
High Blink Rate
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EVALUATING : sucking glasses / pencil
Stroking Chin
Looking Up and Right
Legs crossed in 4 pos.
Ankle on Knee
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Reflective
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ATTENTIVE (standing)
Arms behind Back
Smile
Open Feet
Fugitive
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BORED staring into space
Slumped Posture
Doodling
Foot Tapping
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Fugitive
• LET ME GO feet towards door
• Looking Around
• Buttoning Jacket
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REJECTION sitting/moving back
Arms Folded
Head Down
Frown
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Combative
• LET ME SPEAK finger tapping
• Foot Tapping
• Staring
• AGGRESSIVE leaning forwards
• Finger Pointing
• Fists Clenched
• DEFIANT (standing)
• Hands on Hips
• Frown
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PROXEMICS-Space language and surroundings
• Featured Fixed Space-Refers to building and
other fairly permanent structures.
• Semi Fixed Feature Space-Arrangement of
moveable objects such as desk chairs
• Personal space-Our interaction with the
people around us.
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Personal space…..
• Intimate Zone-Physical contact/touch to 18
inches
• Personal Zone-18 inches to 4 feet
• Social Zone-4 feet to 12 feet
• Public Zone-12 feet to as far as visible
• General space- As how and where one sits
• Layout and design
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What if some one lie via body language
• Physical expression will be limited and stiff,
with few arm and hand movements.
• A person who is lying to you will avoid making
eye contact.
• Hands touching their face, throat & mouth.
Touching or scratching the nose or behind
their ear.
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• A guilty person gets fugitive. An innocent
person will often go on combative.
• A liar is uncomfortable facing the questions
and may turn his head or body away.
• A liar might unconsciously place objects
(book, coffee cup, etc.) between themselves
and you.
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Verbal Content (lying…..)
• A liar will use your words to make answer a
question. When asked, “Did you eat the last
cookie?” The liar answers, “No, I did not eat
the last cookie.”
• The guilty person may speak more than
natural, adding unnecessary details to
convince you... they are not comfortable with
silence or pauses in the conversation.
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• If you believe someone is lying, then change
subject of a conversation quickly, a liar follows
along willingly and becomes more relaxed.
The guilty wants the subject changed; an
innocent person may be confused by the
sudden change in topics and will want to back
to the previous subject.
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Advantages of Body Language
• Most easily visible aspect of communication.
• Complements verbal communication.
• Adds intensity to the process of
communication.
• Goes a long way to improve the overall
atmosphere and look of the organization.
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Limitations of Body Language
• Can not completely be relied on facial
expression.
• Cultural background issues, hence can be
misinterpreted.
• Body language becomes ineffective if the
listener is inattentive.
• Use of body language is not very effective in
large gathering.
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Eye Contact
• Eyebrows and eyelid raised and combined with dilated pupils tells
us that the person is excited, surprised or frightened.
• Eyebrow with upper and lower eyelids and combined with
constricted pupils tells us that the person is in anger or in pain.
• Looking at somebody for a long time shows the intensity of our
interest in him. If the eye contact is brief it indicates nervousness or
an embarrassment on our part. Prolonged eye contact can signal
admiration.
• Direct eye contact of more than 10 seconds can create discomfort
and anxiety.
• People generally maintain more eye gaze and mutual eye gaze with
those whose approval they want, those to whom they bring good
news. They also do with people towards whom they feel positive
and whom they know and trust.
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