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MNM1502 Study Unit 2 - Non Verbal Communication

Communication can take both verbal and non-verbal forms, with non-verbal communication including body language, facial expressions, and gestures. Non-verbal communication plays an important role in customer service by reinforcing verbal messages and conveying professionalism even without words. The document also outlines various functions of non-verbal communication such as repeating, substituting, contradicting, regulating, accentuating, and complementing verbal messages.

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Kirthi Singh
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81 views

MNM1502 Study Unit 2 - Non Verbal Communication

Communication can take both verbal and non-verbal forms, with non-verbal communication including body language, facial expressions, and gestures. Non-verbal communication plays an important role in customer service by reinforcing verbal messages and conveying professionalism even without words. The document also outlines various functions of non-verbal communication such as repeating, substituting, contradicting, regulating, accentuating, and complementing verbal messages.

Uploaded by

Kirthi Singh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Customer Service

MNM1502

Study unit 2
Communication

• Communication is part of everyday life and all


of us communicate on a daily basis

– Communication can be defined as the process


by which two or more participants use a general
set of symbols to share information, ideas,
opinions, thoughts and understanding with one
another.
Communication

Communication can be categorised into two types:

– Interpersonal communication
– Mass communication
Communication

• Communication can also be:

– Verbal

and

– non-verbal

(Note this slides will only focus on Non-Verbal


communication)
Communication model
Non verbal communication

• Non-verbal communication in its most basic


sense is communication without using words

• Wordless messages are sent and received by


the parties involved

• Body language, facial expressions, hand


gestures
Importance of non verbal
communication in customer service

• Communication with customers are verbal


communication and verbal communication

• How you convey a message that needs to be


professional
Functions of non-verbal communication
FUNCTION DESCRIPTION

Repeating verbal messages Non-verbal communication can be used to repeat


or reinforce what you are saying.

Substituting verbal messages Non-verbal communication can be used as a


substitute for verbal communication in situations
where words are unavailable or inappropriate. In
other words, it is used as a replacement for words.

Contradicting verbal Non-verbal communication can often conflict with


messages what you are saying. This is often referred to as
“mixed signals”, and might be intentional or
unintentional.
Functions of non-verbal communication
FUNCTION DESCRIPTION

Regulating verbal Non-verbal communication can also be used


messages as a way to regulate or coordinate the
conversation. This can involve pausing to let
another speak or interrupting another
person’s conversation to gain control.

Accentuating verbal Non-verbal cues can be used to emphasise


messages verbal messages, thereby accentuating the
point the speaker wants to get across.

Complementing verbal Non-verbal communication can be used to


messages complement a verbal message.
Categories of non-verbal
communication

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