Download Verbal and Nonverbal Communication

Effective Business
Communication
International Edition
Herta A. Murphy
Herbert W. Hildrandt
Jane P. Thomans
Azizullah Qazikhail,
0707717661
[email protected]
Communication:
Is the process of sending and receiving messages,
•
whether you are exchanging e-mail, giving a formal
presentation or chatting with co-workers.
Effective Communication
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•
Producing the intended result.
When other understand your message correctly
and respond to it the way you want them.
Business
Business: the activity of buying, selling, or
supplying goods or services for money legally.
Effective Communication:
•
Helps manage your work flow.
•
Improves business relationships.
•
Enhances your professional image.
•
Provides variety of other important benefits.
Effective communication is at the center of virtually every
aspect of business because it connects the company with
all its stakeholders: customers, employees, shareholders,
suppliers, the community and the nation.
Definitions and their Analysis:
Communication is the various processes, both formal and
informal, by which information is passed between the
managers and employees within a business, or between the
business itself and outsiders.
Up Ward
Within:
Down ward
Horizontal
Information: A collection of facts
from which conclusions may be drawn
Business
Outsiders
Definitions and their Analysis:
Communication is a two way process of
transmitting and receiving verbal and
nonverbal messages.
Verbal
Non-Verbal
Verbal
Verbal
Spoken
Written
Nonverbal
Nonverbal
Body Language
Illustrations
Definitions and their Analysis:
Communication is a dialogue, not a
monologue. In fact, communication is more
concerned with a dual listening process."
Dialogue
Monologue
Components of Communication
Context
Sender-Encoder
Message
Medium
Receiver-Decoder
Feedback
1. Context
• Every Communication begins with a
context.
• Context is a broad field that includes
country, culture, organization, and
external and internal stimuli.
• Every country, every culture, and
every company or organization has its
own conventions for processing and
communicating information. .
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2. Sender-Encoder
When you send a message, you are the
“encoder”, the writer or speaker,
depending on whether your message is
written or oral.
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3. Message
• The message is the core idea you want to
communicate; it consists of both verbal
(written or spoken) symbols and
nonverbal (unspoken) symbols.
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4. Medium
• To transmit your message to receiver, you
select a communication channel such as
the telephone, letter, memo, and an email.
• The choice of channel depends on your
message, your audience’s location, the
media available to you, your need for
speed and formality required.
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5. Receiver-Decoder
• The message receiver is your reader or
listener, also known as the decoder. Many
of your message may have more than one
decoder.
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6. Feedback
• Ultimately the receiver reacts with either the
•
•
desired response based on a clear
understanding of the symbols or with an
undesired response because of
miscommunication.
Feedback can be oral or written. It can also be
an action, such as receiving in the mail an item
you ordered.
Sometimes silence is used as feedback.
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Verbal and Nonverbal Communication
Nonverbal Communication:
Body Language
a. Appearance
b. Gestures
c. Eye-contact
d. Facial Expressions
e. Voice
f. Touch
Verbal and Nonverbal Communication
Nonverbal Communication
Appearance
Hairstyle, clothes, body size, make up
decoration.
Surroundings, furnishings, machine,
architecture, room size, lighting
•The format, size, stationery, color affect.
Verbal and Nonverbal Communication
Nonverbal Communication
Facial Expression
Face has 90 muscles. 30 muscles
purely express emotions
•A person face reveals whether
someone is happy, angry, tired,
hungry, thirsty, or nervous
Smiles and frowns tell others how
a person feels
What is the feeling of the baby?
smile
surprise

cry
happy
angry
fear
Verbal and Nonverbal
Communication
Ear grasp
*
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“I’m sorry.” in parts of India
Cupping the ear
*
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“I can’t hear you.” in all societies
Pulling ear
*
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“You are in my heart” for Navajo Indians
Verbal and Nonverbal Communication
Nonverbal Communication
Moisture
Fear, embarrassment,
pressure
1) Anger,
2) Natural sign of
embarrassment
Verbal and Nonverbal Communication
Nonverbal Communication
Lips
Biting Lips
Childish or communicates
anxiety.
Verbal and Nonverbal Communication
Nonverbal Communication
Hand body Language
Tighter the fist, the stronger
the feelings
Verbal and Nonverbal Communication
Nonverbal Communication
Hand body Language
Handholding
among the same
sex is a custom of
special friendship
and respect in
several Middle
Eastern and Asian
countries.
Verbal and Nonverbal
Communication
Right hand. The right hand has special *
significance in many societies. In certain
countries in the Middle East and in Asia, it is
best to present business cards or gifts, or to
pass dishes of food, to get an attention,
using only the right hand or both.
Left hand is considered unclean in
*
Middle East and in parts of Indonesia.
Verbal and Nonverbal
Communication

The “O.K.” signal. (the thumb and
forefinger form a circle) means
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“fine,” or “O.K.” in most cultures,
“zero” or “worthless” in some parts of
Europe
“money” in Japan
an insult in Greece, Brazil, Italy, Turkey,
Russia and some other countries
Verbal and Nonverbal Communication
Nonverbal Communication
Hand body Language
Striking
Two hands fist:
1) extreme tension
2) Invitation to fighting
3) Punching the air can be
a indication of triumphal
excitement.
Verbal and Nonverbal Communication
Nonverbal Communication
Finger Body Language
Pointing.
 Pointing with the index
finger is common in North
America and Europe.
 But it is considered
impolite in Japan and
China where they favor
using the whole open
hand.
 Malaysians prefer
pointing with the thumb.
Verbal and Nonverbal Communication
Nonverbal Communication
Finger Body Language
Thumbs up = Approval
Thumbs down= Disapproval
V Shape= Victory
And some other signs?
Verbal and Nonverbal Communication
Nonverbal Communication
 Walking can reflect many
characteristics of a culture. For
example,
 In parts of Asia and some of the
Middle Eastern countries, men who
are friends may walk holding each
other’s hand.
 In Japan and Korea, older women
commonly walk a pace or two
behind male companion.
 Asians often regard Western
women as bold and aggressive, for
they walk with a longer gait and a
more upright posture.
Verbal and Nonverbal Communication
Nonverbal Communication
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A person voice, that is, not what is
said but how it is said, conveys
important messages. Voice
includes:
Pitch- how high or low the tone of
voice is
Male have lower-pitched voices
than female.
Nervous or anxious people tend to
indicate their anxiety by higherpitched voices.
Sometimes employees will lower
their voices to appear older on
phone.
When person speaks in one tone, it
is called monotone.
Verbal and Nonverbal Communication
Nonverbal Communication

Voice
Rate- how quickly or
slowly is said

A person who is
tense will speak
rapidly

Rapid speech is very
difficult to
understand by people
who are not native
English speakers.

Speech rate may
reflect regional
differences. People
raised in the South
tend to talk more
slowly and
Northeasterners
more rapidly than
those from other
Verbal and Nonverbal Communication
Nonverbal Communication
Volume
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Some voices can
put the listener to
sleep; others will
make the listener
pay attention.
Volume- the
loudness or softness
of a voice
People speak loudly in
order to push their
ideas .
Body Language is Everybody’s
First Language
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From birth, before learning to
speak, humans develop body
language skills
Specifically, ATTENTION is what
we learn first
Crying, making noise, and sudden
movements are all babies’
attempts to gain attention
We also learn how to determine if
someone is paying attention to us
by observing their body language
cues
Silence
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The world of silence may be cold and
bitter one like the deep waste of the
Arctic regions .
Silence builds wall and walls are the
symbols of failure
Functions of Silence (To provide
thinking time)
To allow the speaker thinking time
In order to continue verbal
communication, It is important to
have an opportunity.
Functions O’ Silence (Cont’d)
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To be ready for future messages to
recall references and what to come
next
Confessing undying love
Functions O’ Silence (To Hurt)
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Silence is weapon
After a conflict
Silence is sometimes dramatic
demonstration of the total indifferences
one person feels toward the other it is
refusal to recognize a person as a
person
Functions O’ Silence (To Isolate
Oneself)
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Silence is personal anxiety, shyness
Breaking silence is taking risk
Fight response
Functions O’ Silence (To Prevent
Communication)
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Silence is to prevent the verbal
communication of certain messages
Once said something can’t be unsaid
Silence allows us to cool off
Keep quiet and people think you
philosopher.
Functions O’ Silence (To Communicate
Feelings)
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Religious ceremonies
To communicate nothing
Time
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On time
5min.-10 min.
Clock watching
2hour late (Entering dinning hall without
being sorry)
Totally unaware when to leave.
Time and Status
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High status people
Eating with high status people
Time and Appropriateness
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When to do something ?
When to say something to be effective
Space
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Proximity refers to the use of space and
how space influences relationships and
communication?
How comfortable do you feel when a boss
or teacher stands almost nose to nose
with you?
Space (Cont’d)
The distance will vary, depending upon
the people involved, their relationship
to each other and their purpose for
being together.
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Joint Functions O’ Verbal and
Non-Verbal Communication
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Nonverbal messages support verbal
 We want to make strong defense
system.
 Nonverbal messages may contradict
the verbal messages.
Joint Functions of Verbal and
Nonverbal Communication
(Cont’d)
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Nonverbal messages may replace verbal.
You and your friend may exchange a knowing look
during a meeting when someone else claims
ownership of your friends idea.
Nonverbal Messages regulate verbal messages
When someone puts his hand to his ear during your
presentation, what should you do?
If someone looks at watch while you’re explaining a
process, what might you do?