BUSINESS COMMUNICATION

Course Code:22MBA16

Instructor: Dr. Sahana Madan

Professor & Head
Department of MBA-DSATM

UNIT-2 (8 Hours)
ORAL COMMUNICATION
 CHAPTER OVERVIEW
• Oral Communication: Meaning
• Principles of successful oral communication
• Barriers to communication
• Conversation control
• Reflection and Empathy: two sides of effective
oral communication
• Modes of Oral Communication
• Listening as a Communication Skill
• Non-verbal communication
MEANING: Oral Communication is a form of verbal
communication that takes place with the use of words.
• It is interchange of verbal messages between
sender & receiver
• It is more immediate than written communication
• It is also natural & informal in human development.
• Speech precedes writing.
• We first learn to speak, then much later, develop
the ability to read & write
• Studies say that 70% of our time goes in
communicating out of which 45% relates to listening
and 30% to speaking
ORAL COMMUNICATION is the process of expressing
information or ideas through the use of words. It
involves individuals conversing with each other.
•It includes face-to-face conversations, speech,
telephonic conversation, video, radio, television or
voice over internet
• Communication is influenced by pitch, volume,
speed & clarity of speaking

Characteristics of Oral Communication

 It consumes less time
 It saves money
 Facilitates easy understanding of message
 Immediate feedback can be achieved
 Immediate clarification is possible
 Effective coordination can be achieved
ADVANTAGES OF ORAL COMMUNICATION

 Oral communication saves time and money

 As there is an element of personal touch, it is comparatively
more effective
 Doubts can be clarified on the spot and the communication
can be understood easily
 Important points can be emphasized through action
 Speech is more powerful means of persuasion and control
 The speaker can get immediate feedback
 The informal plane of oral communication helps to promote
friendly relations
• DISADVANTAGES OF ORAL COMMUNICATION

 It is not useful where the parties are very far from each
other, even beyond telephonic range.
 It is not suitable for lengthy communication.
 Oral messages cannot be retained for a long time.
 Oral messages do not have any legal validity unless
they are taped and made a part of permanent record.
 Body language and speech must match each other.
 If the communication is poor in vocal expression, oral
communication are likely to be misunderstood and
misinterpreted.
PRINCIPLES OF SUCCESSFUL ORAL COMMUNICATION

• Brevity
• Clarity
• Choosing precise words
• Cliché
• Sequences
• Avoid jargon
• Seven C’s of communication
• Prepositions
• Fluency
 PRINCIPLES OF SUCCESSFUL ORAL COMMUNICATION

• Brevity : A message to be delivered should be brief. Time factors is

important in oral communication as time of speaker as well as listener time
should be effectively utilized.
• Clarity : Content delivery on the part of speaker is very important for
providing clear picture of talk. Clarity can be achieved with simple words
and common words.
• Choosing precise words : Using the precise words means speaking in
exact details using the right words at right place to context which will convey
the meaning intended by the speaker.
• Clichés : means a phrase which is used often and has no meaning. An
effective communicator avoids clichés during communication. E.g. fine, ok,
oh etc.
• Sequences : Speaker should not skip points or change sequence of
consistency, continuity and logical development of the subject matter should
be there in the content of speech.
PRINCIPLES OF SUCCESSFUL ORAL COMMUNICATION

• Avoid jargon : Speaker should avoid irrelevant jargon during

the talk. Jargon refers to usage of word relating to domain.
Terminology relating to science, technology etc.
• Prepositions : Unnecessary prepositions should be avoided
to make content of talk simple. E.g. He will be on leave today
for certain period of time. He will be on leave today up to 6
o’clock.
• Fluency : Means ease as condition of speaking. Fluent
speaker is one who is heard with ease. Listener does not
have to strain his mind to receive, register and interpret
message heard
Barriers in Business
Communication
BARRIERS IN BUSINESSCOMMUNICATION

Communication Barriers are obstacles that prevents

recipient from receiving and understanding the
messages, information, ideas and thoughts.
Barriers may be related to the message-
Internal barriers related to thoughts and feelings, or
External barriers due to noise, culture, etc.
 Semantic Barriers
 Emotional & Psychological Barriers
 Physical Barriers
 Organizational Barriers
 Personal Barriers
 Socio Psychological Barriers
 Cultural Barriers
 SEMANTIC BARRIERS
 The word ‘semantics’ comes from the Greek word, ‘semantikos’, which means
‘significant’. ‘Semantics’ in the context of communication refers to the meanings of
words. Semantic barriers refer to the obstacles caused in communication due to
problems with the interpretation of word meanings.
Types of Semantic Barriers are:
• Language: – we can find some words having different meaning. As meaning sent by the
sender can be quite different from the meaning understood by the receiver. Long and
complex sentences creates problem in communication process.
• Jargons: – technical or unfamiliar language creates barriers to communication that may
be drawn from the literature. So message should be simple and condensed as far as
possible so that no confusion creation will be there to the receiver.
• Words- homonyms, homophones, stress on words, pronunciation, accent, etc.
can lead to misunderstanding.
• Poor Vocabulary- If the vocabulary of the speaker or the audience is poor then
communication will not be effective.
• Pictures & Actions: Some times pictures and actions will be perceived
differently by different people based on their knowledge, background and
understanding
 EMOTIONAL OR PSYCHOLOGICAL BARRIERS
 Emotional or Psychological barriers are the barriers to effective
communication created from the lack of interest of the people for
whom the communication is meant. People do not pay attention
to the communication which are not interesting to them and
which do not fulfil their expectations.
 These arise from motives, attitudes, judgments, sentiments,
emotions, & social values of participants.
 Emotional & Psychological Barriers lead to :
1. Loss in transmission & retention
2. Distrust of communicator
3. Failure to communicate
4. Undue reliance on the written words
5. Inattention of the Receiver
 EMOTIONAL OR PSYCHOLOGICAL BARRIERS

• Perception: – it is the process of accepting and interpreting the information

by the receiver. People receive things differently for a various number of
reasons.
• Filtering: – communication some time filters the negative information to
make it more favourable to the receiver. In this process, knowingly or
unknowingly some valuable information may be disposed.
• Distrust: – superior provides information or message to the subordinates to
their own view, ideas and opinion which create obstruction in
communication.
• Emotions: – emotions like- anger, anxiety, distress, excitement, etc. Act as
barriers to effective communication like anger, het, mistrust, jealousy etc.
• Viewpoint: – it also creates barriers to effective communication. It the
receiver doesn’t clear the message and ignore without hearing, the
message may create obstructions.
• Defensiveness: – if the receiver receives the message as threat and
interprets that message in the same way, it creates barriers to effective
communication.
PHYSICAL BARRIERS:
Internal structure of the organization and layout of office machines and equipment
creates physical barriers in communication
Distance: – communication is found obstructed in long distance. Like
communication between America and Nepal.
Noise: – it is from external sources and affects the communication process. Noise
negatively affects the accuracy
Physical arrangement: – the physical arrangement of organizational sources like
men, money, material and machine obstruct the communication process.
Time: The time of the day during which the communication takes place.
ORGANIZATIONAL BARRIERS
 Related to functioning of the organization.
 Organizational Barriers arise due to
 Organizational policy
 Organizational rules & regulations
 Status relationships in the Organization
 Structure of the Organization
 Lack of Organizational facilities

 Wrong choice of channel

 Organizational Barriers
• They arise from the organizational goals, regulations, structure and culture.
Organizational barriers include:
• Poor planning: – it refers to the designing, encoding, channel selection and
conflicting signals in the organization.
• Structure complexities:- difficult organizational structure becomes a hurdle for free
flow of information. Appropriate communication process must be used.
• Status differences: – it creates barrier for communication. Superior provides
information to the subordinate about plans and policies. Different information is
provided by different subordinates who create barrier in communication.
• Organizational distance:- distance between sender and receiver also creates
barriers to effective communication.
• Information overload: – if superior provides too much information to the
subordinate in short period receiver suffers from information overload which
creates a barrier to effective communication.
• Timing: – communication can be obstructed if not done on time. If the information
is not provided in time it creates barriers to effective communication.
 Personal Barriers
 Personal barriers refer to the factors inherent in the
sender & receiver which iinfluence the flow of inter
personal communication.
Types of Personal Barriers :
1.Barriers of superiors:
 Attitude of superiors
 Fear of challenge to authority
 Underestimation of their subordinates
 Ignoring the juniors
 Insistence on following the proper channel
2.Barriers regarding subordinates
 Unwilling to communicate
 Lack of proper incentives
3.Poor Listening:
 Egotism
 Emotions
 Selective perceptions
Socio Psychological Barriers:
 Attitude & opinions
 Closed minds
 Status Consciousness
 CULTURAL BARRIERS
• Different cultures have different meaning of words, behaviors and
gestures. Culture also gives rise to prejudices, ethnocentrism,
manners and opinions.
• It forms the way people think and behave. When people belonging
to different cultures communicate, these factors can become
barriers.
• Language
• Signs and semantics
• Stereotypes and Prejudices
• Behaviour and Beliefs
• Ethnocentrism
• Religion
• Other cultural barriers like frames of reference, political opinions,
priorities of life, age, etc.
BARRIERS TO EFFECTIVE ORAL COMMUNICATION
Listening is psychological act affected by several factors-
• Status – feeling of superiority
• Halo effect –based on impressions of the listener
• Complexes - lack of confidence
• Closed and all knowing mind
• Poor retention
• Premature evaluation & hurried conclusions act as
distortions
• Abstracting
• Slant
• Cognitive dissonance
• Language barrier
• Status : Status in an organization refers to formal
and informal relation among employees in company.
A lower level employee may hesitate to express his
hassle in front of his superior in an organization.
• Halo effect : Audience interest in speaker depends
on the trust worthiness of the speaker. If the speaker
is greatly trusted and held in high esteem by the
audience as an honest person, his statements are
readily taken as true.
• Complexes : lack of confidence or sense of
superiority may prevent proper oral interaction
between persons differently positioned. Individuals
due to inferiority complex may hesitate to express
their opinion.
• Closed and all knowing mind : Some persons
believe that they know everything in field or subject.
Due to this attitude of audience they may not
concentrate on content of speaker irrespective of
whether its effective or not.
• Poor retention :To deliver effective speech the
speaker should be organized in terms of sequence
and methodology to be adopted. If the speaker is not
clear about the same it leads to vagueness in minds
of audience.
• Premature evaluation and hurried conclusions :
Audience are required to listen with patience for
understanding speakers content. Inattention and pre
judgment about the speaker does not provide clarity
to audience in terms of talk delivered to them.
• Abstracting : When audience focus on a part of the
content of the speech in which they are interested they
tend to get superficial picture of the whole session due to
which their conclusion may not be accurate.
• Slant/Circumlocution : It is usually attributed to the
biased presentation of matter of speaker. Instead of
straight talk, one speaks on an oblique manner that could
be almost like telling lie.
• Cognitive Dissonance : the listener fails to accept or
respond to assumptions underlying the new information
communicated as he or she is unprepared to change.
• Language Barriers : basically refers to communication
problem that occur as listener is not able to follow the
language used by communicator of message.
TECHNIQUES(ESSENTIALS) OF ORAL COMMUNICATION:
• Audibility of voice
• Audibility of words
• Bringing out the meaning
• Tone
• Opening & closing words & sentences
• Simplicity
• Avoid long words
• Use of slang
• Use of quotations
• Humor
• Stage fright
• Accent
• Friendly atmosphere
• Personal greeting
• Appreciation
• Smile
• Empathy
• Language
• Honesty
• Personal appearance
• Action
• Attention creation
• Listeners importance
NOISE : Noise can be defined as a physical sound/mental
disturbance that interrupts the flow of communication between
the sender and the receiver leading to distraction.
TYPES OF NOISE:
• Physical noise : It is the sound which occurs from the
surroundings & is external to the speaker & listener.
• Psychological noise : It is the disturbance in individual mind;
in the ideas or thoughts in the mind which hamper listening.
Like ego, anxiety, pre-conceived ideas.
• Physiological noise : It refers to physiological issues that
interfere with communication. Like health issues, tiredness
• Semantic noise : occurs when there is no shared meaning in
a communication. Like language misunderstood.
 What is Conversation Control?
 The art of conversation consists, our ability to
listen with concentration and reply well.
 Conversation control involves skills required
for listening and talking in a positive and
meaningful way at an appropriate time.
 It includes
• Techniques of changing the direction of conversation
smoothly
• The ability to allow a discussion to develop along key
issues in an uninterrupted way towards the desired end
Business situations requiring conversation control
skills are:
• How to sell or buy?
• How to negotiate?
• How to interview?
• How to participate in a meeting?
• How to disagree without being rude?
• How to protest without offending?
• How to compliment/praise?
• How to respond to personal criticism?

• TWO SIDES OF EFFECTIVE ORAL COMMUNICATION

• Reflection
• Empathy
• Reflection: Reflection is when the receiver of a message reflects back to
the words which sender is conveying to ensure he has really understood
the message
– In oral communication, the most important skill is to impress upon the other
person that you are genuinely interested in him/her & in his/her statements.
– To do so, one should be able to pick up the cue, words & reflect upon their
meaning.
– Eg: A says to B, “I am not sure if I am required here any longer”.

If B reflects on this initial statement, he would understand the underlying frustration

& sense of rejection in A.
He/She would give a chance to A to
– express himself further, B could say A, “you feel your contribution is
not being recognized”.
– This word allows A to explore his/her own feeling with greater clarity &
understanding.
EMPATHY: Is vitally important in good communication. It is the pillar of
interpersonal communication as it bridges the gap between not only minds, but
also hearts Many people confuse empathy with sympathy, but empathy is much
more.
• It is defined as "the quality or process of entering fully, through imagination,
into another's feelings or motives." In the fullest sense,
• It implies putting yourself into the other person's shoes, or even getting into
his or her skin, so that one really understands and feels the pain, fear or
more positively joys of another person.
LISTENING : It is an important component of conversation control.
• It is attentiveness of the receiver in decoding & interpreting the
message correctly in communication process.
• It is an active process of receiving & responding to message. For
listener to appreciate speaker, he should be allowed to give his
feedback and speaker should be calm in terms of criticism from
listener end.
CHARACTERISTICS OF GOOD LISTENER
• Do not interrupt
• Remain patient
• Make eye contact
• Show interest
• Look attentive
• Concentrate ask open questions
Hearing refers to the act of
perceiving a sound through the
ear.
Listening refers to the act making
a conscious and active effort to
perceive the sound.

Effort
Hearing does not require a
conscious effort.
Listening requires a conscious
effort.
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TYPES OF LISTENING
• Active listening: Involves concentration on the content of the lecture and not
on the lecturer or any random distractions in the room or their mind. They do
more than focus on facts, figures, and ideas and actively associate the material
presented with their own experiences.
• Passive listening: Passive listening is mechanical and effortless. If you are
awake and your ears work properly, you can listen passively. Lack of
enthusiasm and a "care less" attitude during class characterize a student who
is a passive listener
• Sympathetic listening: In sympathetic listening we care about the other person
and show this concern in the way we pay close attention and express our
sorrow for their ills and happiness at their joys.

• Empathetic listening: When we listen empathetically, we go beyond sympathy

to seek a truer understand how others are feeling. This requires excellent
discrimination and close attention to the nuances of emotional signals. When
we are being truly empathetic, we actually feel what they are feeling.
• In order to get others to expose these deep parts of themselves to us, we also
need to demonstrate our empathy in our demeanour towards them, asking
sensitively and in a way that encourages self-disclosure.
 TYPES OF LISTENING

• Discriminative listening: Discriminative listening is the most basic type of listening, which
enables to differentiate between different sounds. We learn to discriminate between
sounds within our own language and that of others. This is one reason why a person from
one country finds it difficult to speak another language perfectly and also is unable to
emotionally connect with people speaking other languages.
• Comprehensive listening:. To comprehend the meaning requires first having a lexicon of
words at our fingertips and also all rules of grammar and syntax by which we can
understand what others are saying. Comprehensive listening is also known as content
listening, informative listening and full listening.
• Critical listening: Critical listening is listening in order to evaluate and judge, forming
opinion about what is being said. Judgment includes assessing strengths and weaknesses,
agreement and approval. This form of listening requires significant real-time cognitive
effort as the listener analyses what is being said, relating it to existing knowledge and rules,
whilst simultaneously listening to the ongoing words from the speaker.
 TYPES OF LISTENING

• Evaluative listening: In evaluative listening, or critical listening, we make judgments about what
the other person is saying. We seek to assess the truth of what is being said. We also judge what
they say against our values, assessing them as good or bad, worthy or unworthy.
• Evaluative listening is particularly pertinent when the other person is trying to persuade us,
perhaps to change our behaviour and maybe even to change our beliefs. Within this, we also
discriminate between subtleties of language and comprehend the inner meaning of what is said.
Typically also we weigh up the pros and cons of an argument, determining whether it makes
sense logically as well as whether it is helpful to us.
• Evaluative listening is also called critical, judgmental or interpretive listening.
• Appreciative listening: In appreciative listening, we seek certain information which will
appreciate, for example that which helps meet our needs and goals. We use appreciative
listening when we are listening to good music, poetry or maybe even the stirring words of a
great leader.
• Projective/Selective/ Biased listening: Biased listening happens when the person hears only
what they want to hear, typically misinterpreting what the other person says based on
the stereotypes and other biases that they have. Such biased listening is often very evaluative in
nature.
 TYPES OF LISTENING
• Therapeutic listening: In therapeutic listening, the listener has a purpose of not only empathizing with
the speaker but also to use this deep connection in order to help the speaker understand, change or
develop in some way.
• This not only happens when you go to see a therapist but also in many social situations, where friends
and family seek to both diagnose problems from listening and also to help the speaker cure
themselves, perhaps by some cathartic process. This also happens in work situations, where
managers, HR people, trainers and coaches seek to help employees learn and develop.
• Dialogic listening: The word 'dialogue' stems from the Greek words 'dia', meaning 'through' and 'logos'
meaning 'words'. Thus dialogic listening means learning through conversation and an engaged
interchange of ideas and information in which once actively seeks to learn more about the person and
how they think.
• Dialogic listening is sometimes known as 'relational listening'.
• Relationship listening: Sometimes the most important factor in listening is in order to develop or
sustain a relationship. This is why lovers talk for hours and attend closely to what each other has to say
when the same words from someone else would seem to be rather boring. Relationship listening is
also important in areas such as negotiation and sales, where it is helpful if the other person likes you
and trusts you
Reflection:
• Seema was out grocery shopping in a supermarket when she saw a mother
telling her son strictly, “Listen carefully when I am telling you something. You
need to learn to listen.” Seema didn’t get what the issue was, but one thing was
clear to her: the mother was imparting the skill of listening to her child at an early
age.

• We are often taught that it is important to speak up and put our views forward or
we would be considered weak and seen as someone who lacks confidence.
While expressing yourself is important, the skill of listening is also crucial. It’s the
heart and soul of any conversation.
• Mahatma Gandhi once said, “Speak only if it improves upon the silence.”
• But what exactly does being silent mean? What goes into the listening process?
How does one frame a reply or come to a solution by listening to others?
The Five Stages Of The Listening Process

To get you started, here are the steps of listening you can follow:

1.Receiving 2.Understanding
It’s another annual employee survey at ‘What would you have done had you been
your workplace. But have you ever in my place?’ This is a question you must
thought about how HR arrives at have heard sometimes with family, friends,
conclusions? By practicing the stages of or colleagues.
listening! The first of these is the This simple sentence shows the
receiving stage. HR listens to the importance of the stages of listening. It is a
employees’ complaints and takes sign of desperation on the speaker’s part to
appropriate actions to resolve the make himself understood. It is usually used
concerns. when the speaker feels that the listener is
And this happens because your HR not getting what he is trying to convey.
follows these steps throughout the Pose questions to the speaker to make
receiving stage: sure you have understood things correctly,
•Focuses On What The Employee Is especially in the workplace.
Saying
•Interprets The Message With Proper
Context
3.Evaluating
The appraisal month is a busy time at 4.Responding
workplaces every year. The reporting Once you have received,
manager or HR calls everyone for face- understood, and evaluated the
to-face conversations. This is the time information, it’s time to formulate a
when employees can raise the issues or response or give feedback. Don’t
problems they face in the workplace. be that silent listener in the room
However, have you ever thought about who does nothing but only listens.
how the manager decides whether an As Charles Dickens once said,
employee is deserving or not? It is “The worst of all listeners is the one
through careful evaluation. That is why who does nothing but listens.”
all this comes under the evaluation Responding properly will show your
stage of the listening process. interest and involvement in any
In this stage, the manager assesses the conversation. However, that
information about you such as your doesn’t mean you have to come up
performance, team spirit, and the with a smart question or feedback
initiatives taken. The manager then every time. Even simple verbal
determines whether the supporting cues such as saying ‘yes’ and
points from the speaker, which in this nonverbal ones like smiling and
case is the employee, are: nodding your head will do the trick.
•Well-Constructed Or Muddled
•Prejudiced Or Impartial
•Valid Or Invalid
5.Remembering

Remembering all the information is crucial among the steps of listening to be able to
move forward in a conversation or take any action. Research shows a high possibility of
forgetting up to half of what we hear within the first eight hours of listening to it.
We can develop memory capability by using the information at the earliest or by relating
it to a context or previous conversation.
Have you ever tried taking an online course to improve certain skills? In such courses,
typically, you have to listen more than studying. As you progress through the course,
your skillset improves gradually. That’s a smart way of developing and improving your
listening process! But this will only work if you can remember the core of the
conversation. In case the listener can’t recall the speaker’s message, there is a
possibility that the person wasn’t listening carefully. Complicated messages require
developed listening skills to decipher and remember the message. Sometimes, even a
little distraction can result in the misinterpretation of a message.
So next time you’re in a conversation, make sure you don’t just hear what the others
are saying. Listen actively.
MODES/FORMS OF ORAL COMMUNICATION
1. Face-to-face Communication
2. Telephonic
3. Conference
4. Press conference
5. Demonstration
6. Radio
7. Recording
8. Meeting
9. Rumor
10.Grapevine
11.Group discussion
Rumor: A rumor is a oral information for circulating something. It is a unfounded
message which passes from person to person.
– In rumor communication the news or story is passed from one person to another
which may not exist or may not be true.
– There are 2 persons involved -here rumor spreader or rumor breaker & rumor
receiver.
– The originator of rumor is also called as “rumor monger.”

Grapevine: Informal communication is termed as grapevine. As the name implies it

is based on informal relationship of the people in the organization.
• The successful management must recognize & give importance to the grapevine.
• It refers to the information communication network constituted to pass message
speedily.
• It is not officially created information channel for the flow of information & hence
is free from all sorts of formalities.
• The network is formed out of personal, social & group relationships, but not out of
position of line & authority , superior & subordinate, or based on organizational
hierarchy.
ETIQUETTE: Refers to the rules & conventions governing correct or
polite behaviour used in society, in particular social or professional
• group setting. It is the conduct r procedure prescribed by authority
• observed in social or official life. It is unwritten rule synonymous with
• good manners. It is a subtle polished way of living.

Classifications of Etiquette
• Personal etiquette
• Social etiquette
• Business etiquette
• Interview etiquette
• Office etiquette
• Telephone etiquette
• Workplace netiquette
Nonverbal Communication
DIFFERENCE BETWEEN VERBAL & NON-VERBAL COMMUNICATION
IMPORTANCE OF NONVERBAL COMMUNICATION
• Verbal & nonverbal Communication play an important role in how people
interact with one another.
• People are using around 35% verbal communication and 65%
nonverbal communication in daily life.
• Nonverbal communication has also cultural meaning.

“The most important thing in communication is to hear what isn't being said.”
Peter F. Drucker
 FORMS OF NONVERBAL COMMUNICATION
 Articulation of body (Kinesics)
• Facial Expressions
• Posture
• Gestures
 Time Orientation/Mono-Polychronic(Chronemics)
 Eye Contact (Oculesics)
 Touch(Haptics)
 Personal Space (Proxemics)
 Vocalics/ Non-verbal aspects of verbal
communication like voice, pitch, volume, tone,
etc. ( Paralanguage)
 DIFFERENCE BETWEEN MONCHRONIC
& POLYCHRONIC PEOPLE
MONOCHRONIC PEOPLE POLYCHRONIC PEOPLE
Do one thing at a time Do many things at once

Concentrate on a task set before them Concentrate on an event happening around them

Consider time commitments (deadlines, schedules)

Consider objectives (goals, results) seriously
seriously

Are low-context and need information Are high-context and already have information

Are committed to the job and end results Are committed to people and relationships

Dedicate themselves to plans Change plans often and easily

Are more concerned with privacy and individual Are more concerned with community and shared
ownership connections

Emphasize prompt time recognition, regardless of Emphasize response based on nature of relationship
relationship or circumstances and circumstances

Have strong tendency to build temporary, practical Have strong tendency to build lifetime, familial
relationships relationships
 FACIAL EXPRESSIONS

• Facial expressions are

the key characteristics of
nonverbal
communication.
• Facial expression can
communicate
happiness, sadness,
anger or fear.
POSTURE
• Posture indicates how a
person carry’s himself
• Style of walking, standing
or sitting not only indicates
current mood of a person,
but also his/her personality
in general.
• For example, if you cross your
arms while standing, you
indicate that you may be
closed off and defensive.
• Meanwhile, walking with your
head down and avoiding eye
contact with others may
indicate shyness.
GESTURES
• A gesture is a
characteristic of nonverbal
communication in which
visible body actions
communicate particular
message.
• Gestures include
movement of the hands,
face, or other parts of
the body.
 EYE CONTACT/OCULESICS

• Eye contact, a key

characteristic of nonverbal
communication, expresses
much without using a
single word.
• In American culture,
maintaining eye contact
shows respect and
indicates interest.
• Eye contact also
establishes the nature of
a relationship.
HAPTICS OR TOUCH

• Haptic communication is
communicating by touch.
• Touch or Haptics is the
characteristic of nonverbal
communication and used
when we come into
physical contact with other
people.
For example: We use
handshakes to gain trust and
introduce ourselves.
PERSONAL SPACE (PROXEMICS)
• Personal space is your "bubble" - the
space you place between yourself
and others. This invisible boundary
becomes apparent only when
someone bumps or tries to enter
your bubble.
• This is a distance which people feel
comfortable approaching others or
having others approach them.
Different distances are maintained
for diff situations:
• Intimate space (0-8 inches)
• Informal space (8 inches to 4 feet)
• Formal distance (2-4 feet)
• Public distance
COMMON GESTURES
 NONVERBAL COMMUNICATION AROUND THE WORLD

Nonverbal
Communication in
Pakistan
Expressing
happiness, respect
and love for others.

Cultural effect
 Nonverbal Communication Around the World

Nonverbal Communication in China

The Chinese don't like being touched by
strangers. Therefore don’t make any body
contact.

Cultural effect
 NONVERBAL COMMUNICATION AROUND THE WORLD

Nonverbal Communication in
Argentina

A handshake and nod show

respect when greeting someone.

Cultural effect
 NONVERBAL COMMUNICATION AROUND THE WORLD

Nonverbal Communication in
India
Greeting with 'namaste' -
placing both hands together
with a slight bow is a very
common nonverbal
communication and shows
respect.

Cultural effect
 NONVERBAL COMMUNICATION AROUND THE WORLD

Nonverbal
Communication in the
U.S.A
Quite Informal way of
nonverbal communication
- A handshake, a smile, and
'hello'.

Cultural effect
 Nonverbal Communication must be understandable
But what is this?

Chicken Dance…… 
Dance is an artistic form of
nonverbal communication. But no
one really knows what England’s
creepy chicken dance is trying to
communicate.

I just understand that they are

happy.
Positive gestures- when we speak our hands move freely to indicate
the meaning of our words. Such gestures are natural. They cannot be
avoided. They give strengths to our words but our gesture should be
watched whether positive or negative message.
• Positive gestures are body signals which make you relaxed,
confident
• and polite. Positive listening gestures include leaning a little towards
the
• speaker, tilting the head, eye contact, gently nodding the head etc.
Negative gestures – involve body movements, postures, such as
• shaking, tapping, looking at the watch.
• Signs of nervousness
• Gestures showing aggressiveness
• Gestures of rudeness
Meta-Communication:
Meta-communication is an implied meaning conveyed by the choice of words, tone of voice,
fumbling, silence, or omission. It is a message communicated not by words, but along with
words. Meta-communication can be intentional or unintentional. For example, consider the
following statement: “Try to reach the airport well on time.” Th e remark offers sound advice.
But the sentence, without stating it explicitly, implies that the listener is not punctual or is
habitually late. Similarly, when someone wishes another person “best of luck”, it generally
conveys good wishes, but also implies a sense of anxiety or fear that something untoward
may happen.

Meta-communication also occurs through the use of paralanguage. Paralanguage includes

pitch, loudness of voice, and speech breakers such as “er”, “ah”, and “uh”, which show
hesitation or caution. Just as a normal or low pitch of speaking shows calm and control, a loud
voice communicates displeasure or anger. Prolonged gaps, pauses, or silence are also forms
of paralanguage. When a leader speaks slowly with many uses of “er” and “uh”, he or she is
usually being very careful and suspicious.
 Kinesic Communication
Kinesic communication is the message conveyed through non-verbal acts in the form of body
movements such as gestures, winking, smiling, posture, or style of dressing and grooming,
which send out a message that supports or contradicts the verbal message.
Kinesic communication is also known as body language or body talk. It includes the entire
non-verbal behaviour of the communicator. A non-verbal act is oft en subconscious. It
transmits unstated feelings and attitudes and hidden intentions. Non-verbal signs off er clues
to the receiver, and help the receiver understand and correctly perceive the total meaning of
the message.

A non-verbal message conveyed through body movements is known as leakage. A suc-

cessful receiver is able to observe and interpret the leakage. Th ough it is not possible to have
an exhaustive account of all leakages and what they signify, a few examples that illustrate the
modifying effect of body movements on communication