Conversations work out better in our heads than in reality

IMT-N-I- BC1-2015-KC
Business Communication I
Session 2
Friday July 3rd , 2015

Readings:
1) Chapter 7, Cross Cultural Communication, Busi. Commn.- Shalini Kalia- Shailja Agarwal, Wiley India
2) Chapter 10, Non Verbal Communication, Communication Skills, Sanjay Kr- Pushp Lata, OUP 2011 pp 262-273
3) Article: Leveraging the Power of Non verbal Communication, Gary Genard, HMCL, June 2004

Learning Objectives

Verbal Vs Non-verbal Communication

Understanding Elements of Non-verbal Communication

Body Language

Paralanguage/ Para lingustics

Kinesics, Haptics

Pitch, Tone, Pace, Pauses, Fillers

Proxemics
Chronemics

Applications in Business Communication

Non-verbal Communication

Non-verbal Communication
Is Oral & Non-oral messages expressed by means other than

language
According to Univ. California Professor Albert Mehrabian,
55% of what you convey comes from body language,
38% from the tone of your voice, and only
7% from the words you say.

Communication
Types

Vocal
Communications

Non Vocal
Communications

Verbal Communication Spoken Words

Written Words

Non-verbal
Communication

Visual Qualities
Body Language
Dressing/Grooming

Vocal Qualities
Tone, Pitch, Volume

Verbal Vs Nonverbal Communication

Parameter/
Communication

Verbal Communication

Non Verbal Communication

Complexity

One-dimensional
(Only Words)

Multi-dimensional
(Voice, Postures etc)

Flow

Intermittent
(Speaking & Silence
alternating)

Continuous
(Body language at work)

Clarity

Less ambiguous

More ambiguous

Contradiction

Valued less

Valued more

Usually deliberate

Often unintentional

(Between Verbal & Non

Verbal)

Intentionality

Understanding Non-verbal Messages

Cannot be avoided

May have ambiguous meanings

Varies between people and cultures

Influenced by circumstances

May contradict and receive more attention than the

verbal message

Action

U.S. interpretation

Other interpretations

Thumbs up

Good job!

Islamic countries: obscenity;

Bangladesh: taunting

Eye contact
(Oculesics)

I am interested. OR
I trust you.

Japan: disrespect (esp. in women)

Patting a co-worker on I enjoy working with you!

the back

Japan: aggression

Elements of Non-verbal Communication

Kinesic Communication:
(Body Language & Para linguistics)
An idea expressed through nonverbal behavior that
receivers gain additional meaning from
Visual

Eye & Facial Expressions (winks, smiles, frowns, sighs)

Appearance, Attire & Grooming

Hand Gestures, Body Postures & Walk

Vocal

Projection of the voice (Pace/ Pitch/ Volume)

Tone/ intonation & Emphasis

Pauses & Fillers

Elements of Non-verbal Communication

Visual Kinesics-Body language

Eye Contact- Balanced & evenly spread, not intimidating
Facial Expressions- Pleasant smiling face= trust, friendliness

Surprise & Fear, Anger & Disgust, Happiness , Sadness

Hand Gestures- Easy, not stiff- folded- in pockets- fidgety

Body Postures- Sitting/ Standing postures

Movements & Walk- Comfortable moves within the space, no intrusions

Appearance- Grooming & Dressing

Conveys status & sophistication

Expensive but necessary for

- Sociability & Impression Management

Has important role in professional life

- Dress to Impress
With familiarity, importance of dressing decreases

Elements of Non-verbal Communication

Vocal
Kinesics- Para linguistics- Voice Modulation
Pace- Articulation- Rate of delivery
Pitch- Voice Shrill/ Baseline Frequency
Volume- Loudness of speech
Emphasis- Throwing weight behind words
Pauses & Fillers- Pauses essential & useful; Fillers be avoided

Elements of Non-verbal Communication

Non verbal Communication & Body Language

Other elements
Haptics-Touch- Hand shake, back-pat
Olfactics- Body odour & smell
Proxemics- Distances/ Space- Intimate, Personal, Social, Public zone
Chronemics- Time- Punctuality, Value given to time

Good body language

Will keep you natural & comfortable
Will show your active interest & confidence

Conclusion

An important element of communicative competence is Non-verbal Expressiveness

Fair composure/ balanced use of body language elements makes communication

effective

A positive improvement in one constituent has ripple positive effect on others & the
communicators overall bearing

One wrong move should not mess the communication impact

Minor goof ups should not be seen as poor non verbal communication

Anything overdone conveys uncomfortable body language

Natural composure is best strategy