MBA C431

Lecture 2
BITS Pilani
Pilani | Dubai | Goa | Hyderabad

JAYASHREE MAHESH

BITS Pilani
Pilani | Dubai | Goa | Hyderabad

NON VERBAL COMMUNICATION

Chapter Objectives
Define and understand the term non verbal
communication
Understand the significance of non verbal
communication in organizations
Understand the types of non verbal communication
Elaborate various types of non verbal cues
Understand the interpretation of non verbal
messages
List tips for effective use of on verbal means
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Communicating Meaning
Physiology and Appearance: 55%
Paralanguage:
38%
Language:
7%

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Nonverbal Communication
Exchange of information through
nonlinguistic signs or symbols
Communication through any means
other than words
All external stimuli other than spoken
or written words and including
body motion
characteristics of appearance
voice
and use of space and distancing.
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Significance
70-90% communication is non-verbal
Wordsobjective information
Actions speak louder than words
Words conceal actions reveal
Non-verbaltrue feelings and attitudes
Central to interpersonal relationships
Leaders and managersto create
impression, manage
Business Communication
Oxford University Press,

interaction

All rights reserved

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Forms of Non Verbal

Communication

Conscious non verbal communication

Subliminal non verbal communication
The above forms can be transmitted in the
following ways:
Involuntary non verbal communication
Voluntary non verbal communication

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Goals
To create impression
To manage interactions
To express emotions
To send relational messages
To convey deception
To send messages of power &
Business Communication
Oxford University Press,

All rights reserved

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Nonverbal Communication
(Facts)

No substitute for verbal communication

Only supplements/reinforces
Efficiency is non verbal makes up the
deficiency in verbal.
Creates more Impact
Accurate Interpretationdifficult
Not to be ignored
Reveals to a large extent
Makes oral communication lively and dynamic
Incongruence may lead to problems
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Types of Non-verbal Codes

Kinesics

Facial expression, posture and gesture

(Body Language)

Oculesics

Eye contact

Haptics

The communication of touch

Proxemics

The communication of space and

proximity

Appearance Physical characteristics, attire,

& Artifacts accessories etc.
Paralinguisti Variations in pitch, speed, volume and
cs
pauses that convey meaning
Chronemics The effect of time on communication
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Body Language /
Kinesics
The gestures, postures, and facial
expressions by which a person
manifests various physical, mental,
or
emotional
states
and
communicates nonverbally with
others.

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Facial Expression
Human
face
can
display over 250000
expressions
Major visible signs
which
betray
our
feelings
Emotional
Expressions
To
interpret
accurately is difficult.
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Types of Facial Expression

Neutral
Relaxed
Tense
Uplifted
Droopy

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Posture
The way one stands,
sits or walks
Movement of the
body, position of
hands/legs & other
parts
Measure
of
personality, success
of communication
Vary according to
situations
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BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956

Messages Postures Convey

Slumped posture = low spirits
Erect posture = high spirits, energy and
confidence
Lean forward = open and interested
Lean away = defensive or disinterested
Crossed arms = defensive
Uncrossed arms = willingness to listen

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Gestures
Any action that sends a
visual
signal
to
an
onlooker (An observed
action)
What signals are being
received is important
Well- timed drive home
your ideas
Enhance impact, add a
greater value
Types

enumerative,
descriptive,
locative
symbolic, emphatic
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Categories of Gestures

Conscious Gestures
Spontaneous Gestures
I.
II.
III.
IV.

Iconic gestures
Metaphoric gestures
Deictics
Beat gestures

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Oculesics - Eye Contact

Leads
to
more
effective
communication
Shows
whether
speaker is sincere &
listener is interested
Enables to alter
/adjust /reframe
Establishes rapport
Keep shifting
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Tips for Effective Eye Contact

When speaking to a group look at everyone
Look at people who are key decisions
makers
Look at reactive listeners
Do not look at floor / scripts
Do not look at bad listeners who may
distract you

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Haptics - Touch

Body contact
Intention
Context
Interpretation
Relationship
Culture specific
Types
o Functional
/Professional
o Social /Polite
o Friendship /warmth
o Love/intimacy
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Space Distancing
Concept Important for nonverbal
communication

Intimate Touch to 18
Personal 18 to 4
Social - 4 to 12
Public - 12 to 30

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Appearance and Artifacts

The Person
The Attire
The Accessories

+Ve
or
_Ve
impact

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Person
Includes aspects like
hairdo
beard
color of skin
age
grooming
cleanliness
attractiveness
handicaps
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Attire Dress (clothing)

Speaks loudly about our general attitude
Behavioral preferences
Occupation
Personality, power, status & values

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Accessories - Appendages
Other than garments.
Either enhance the p.a. or detract
from the p.a.
Spectacles, false eye lashes/nails
Ties, rings,bangles tattoos, buttons,
Cosmetics etc.

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Tips
Pay attention to good grooming, ( neat
hairstyle, body hygiene, polished shoes,
clean nails
Invest in professional looking clothing
and accessories
Avoid flashy garments, chunky jewellery,
garish
makeup
and
overpowering
perfume

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Paralanguage/Vocalics
Paralanguage: is the oral delivery of a verbal
message, expressed through tone of voice
and inflection,
sighing, or crying.
.
Understanding paralanguage affects how the
verbal message is likely to be interpreted
To achieve mutual understanding, the tone of
voice should support the content of the
message.

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Sub Categories of Para

linguistics
Non verbal vocal cues

Tone
Inflection
Pitch
Intensity
Articulation
Rhythm
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Voice
Quality- cant change
Pitch- Vibrations/Second Optimum pitch
Volume-amplitude of vibrations-neither
too high nor too low
Rate-words/minute-Av. 120-150

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Articulation
Dont slop, slur, truncate or omit words
Avoid lazy articulation
Utter sounds and words properly, fully
Speak distinctly
Avoid monotone

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Pronunciation
Standard English
Word
Correct

arctic
gesture
3 tier
gigantic

Common Error
Pronunciation

arc-tic
ar-tic
ges-ture
jes-ture
3-tyre
3-tear
jai-jan-tik
jai-gan-tik
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Pauses
Very important
Leads to better grasping
Gives you time
Creates dramatic impact
Dont prolong the pauses
Avoid vocalized pauses

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Vocal pitch and tone

A statement by a nurse in a voice that
sounds rushed, high pitched, or harsh is
likely to be misinterpreted by the
patient, although the nurses intention is
good.
In contrast, the same statement made
in soft, unhurried voice would express
genuine interest.

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Positive Non verbal Cues

Hands at sides, on desk, on chin
Steady eye contact
Smiles, nods
Changing expressions
Not allowing interruptions
Eliminating background noise and
distractions
Turning off cell phones, pagers, PDAs
Listening and acknowledging verbally

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Negative Non verbal Cues

Folded arms
Hands shoved in pockets
Fidgeting
Fiddling with pens, pencils
Tapping your fingers or glancing at your watch
Rolling your eyes
Yawning
Checking e-mail during face-to-face
conversations
Slouching , Propping feet on desks, chairs
Cleaning your glasses, or engaging in similar
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distracting tasks
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956

Advantages of Non Verbal

Communication
Truly reflect emotions, feelings, etc.
Important for face-to-face communication
Useful in telephonic communication
Enhances
the
impact
of
verbal
communication
Observing the nonverbal cues enables you
to understand the hidden feelings

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Tips for Effective Use of Non

Verbal Communication
Observe and understand the non verbal
sent your way on a moment to moment
basis
Use good eye contact
Stop what you were doing when you
listeners look glassy eyed or bored
Use the tone of your voice the way a
musician uses an instrument
Adopt the most appropriate posture that
suits the occasion
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ADDITIONAL SLIDES ON
BODY LANGUAGE

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Basic Groups Of Body

Language
There are two basic
groups ofbody
language postures:
OPEN/CLOSED
and
FORWARD/BACK

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The posture groups combine to

create four basic modes
They are
Responsive
Reflective
Combative
Fugitive
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Responsive
In responsive mode, OPEN/FORWARD
the person is actively accepting.
Interpretation types
Engaged
Eager
Ready to agree
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Examples
Engaged
Leaning forward
Open body
Open arms

Eager
(Sprint Position)
Open legs
Feet under chair
On toes

Ready to agree
Closes papers
Pen down
Hands flat on table

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Reflective
In reflective mode, OPEN/BACK,
people are interested and receptive
but not actively accepting.
Interpretation types
Listening
Evaluating
Attentive

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Examples
Listening

Head tilted
Lots of eye contact
Nodding
High blink rate

Evaluating

Sucks glasses / pencils

Strokes chin
Looks up and right
Legs crossed in 4 pos.( Ankle on knee )

Attentive

( Standing )
Arms behind back
Smile
Open feet

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Combative
In combative mode CLOSED/FORWARD,
there is active resistance
Interpretation types
Defiant
Lying
Let me speak
Aggressive

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Examples
Defiant
( standing )
Hands on hips
Frown

Lying

Touches face
Hands over mouth
Pulls ear
Eyes down
Glances at you
Shift in seat
Looks down and to left

Let me speak
Finger tapping
Foot tapping
Staring

Aggressive
Leaning
forwards
Finger pointing
Fist clenched

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Fugitive
In fugitive mode, CLOSED/BACK, people
are trying to escape physically through
the door or mentally into boredom.
Interpretation types
Bored
Let me go
Rejection
Defensive
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Examples
Bored
Staring into
space
Slumped
posture
Doodling
Foot tapping

Let me go
Feet towards
door
Looking around
Buttoning jacket

Rejection

Sitting / moving back

Arms folded
Legs crossed 11 pos
( Thigh on knee )
Head down
frown

Defensive
( Standing )
Feet pointing in
Hands clenched

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