Psychology of effective communication:Non-verbal communication:

It means communication without the use of language or words. It includes

appearance, body language, silence, etc. Its explanation is as follows;
1. Facial Expressions:Face and eyes are helpful means of nonverbal communication. They reveal
hidden emotions such as anger, confusion, enthusiasm, fear, joy etc.
2. Gestures, postures & movement:Postures means the language primarily composed of hand and fingers.
Communication of deaf people and signal given by traffic constable are the
example of posture. Gestures and body movement also indicate many
things. Shaking hand with firmness indicates a warm relationship, moving
back and forth reveals nervousness.
Categories of non-verbal communication:
Non-verbal communication may be divided into the following three
categories:
1. Appearance
2. Body Language
3. Silence, Time and Sounds
1. APPEARANCE:
Appearance affects the quality of written and spoken messages as follows:
i.
Written Messages:
The envelopes overall appearance size, color, weight, postage and the
letters overall appearance length stationary, enclosures, layout, etc. may
convey significant information and impressions.
ii.
Spoken Messages:
Personal appearance of the speaker-clothing, jewelry, hair-style, neatness,
etc. may tell about the age, sex occupation, and nationality, social, economic
and job status. Similarly, appearance of the surroundings room-size, location,
furnishings, lighting, etc. may tell a lot about the message.
2. BODY LANGUAGE:
Facial expressions, gestures, posture, smell, touch, voice etc are included in
body language.
i.
Facial Expression:
The eyes and face may express the hidden emotions e.g. anger, fear, joy,
love, surprise, sorrow, interest etc.
ii.
Posture and Gestures:
The message can effectively be communicated by actions. Deaf people and
traffic constables make use of actions. In our daily life clenched fists may

indicate anger, leaning forward to the speaker may reveal interest and
repeatedly glancing at the watch may be a sign of being bored.
iii.
Smell:
Good or bad smell often expresses the situation e.g. smell because of oil or
gas leakage warns the danger. Similarly, fragrance and perfume convey
emotions and feelings better than spoken or written words.
iv.
Touch:
Touching people in different ways (and places) can silently communicate
friendship, love approval, anger or other feelings.
3. Silence, Time and Sounds
i.
Silence:
Silence is an effective medium of expressing serious feelings and emotions
e.g. death of relative or loss in business. A mistake may be admitted by
silence. Silence may also confirm a statement.
ii.
Time:
Time communicates in many ways, e.g. waiting for a long time may indicate
interest or love and giving a short notice means urgency.
iii.
Sounds and Para-language:
The style of speaking and the volume of voice (Intonations and Modulations)
of voice may produce variations between what is said and what is meant,
e.g. the words how prompt you are may criticize a person arriving too late.
IMPORTANCE OF NON-VERBAL COMMUNICATION:
1. Reliability:Non verbal communication is more reliable then verbal communication.
Words can be controlled more easily but its difficult to hide facial
expressions like sadness, gladness, joy etc. So non-verbal communication is
regarded as a more reliable means for transmitting message.
2. Support to verbal communication:Body language and appearance support the verbal communication. A wave
of hand, smile etc might be very useful to explain and understand a
particular point of view.
3. Quickness:A denial or acceptance expressed by moving head saves lot of time. So, it is
important in this respect that non-verbal communication transmits the
message quickly.
Principles of communication psychology:
There are 7 Cs of effective communication which are applicable to both
written as well as oral communication. These are as follows:
1. Completeness - The communication must be complete. It should
convey all facts required by the audience. The sender of the message
must take into consideration the receivers mind set and convey the
message accordingly. A complete communication has following
features:

Complete communication develops and enhances reputation of

an organization.

Moreover, they are cost saving as no crucial information is

missing and no additional cost is incurred in conveying extra
message if the communication is complete.

A complete communication always gives additional information

wherever required. It leaves no questions in the mind of receiver.

Complete communication helps in better decision-making by the

audience/readers/receivers of message as they get all desired
and crucial information.

It persuades the audience.

2. Conciseness - Conciseness means wordiness, i.e., communicating

what you want to convey in least possible words without forgoing the
other Cs of communication. Conciseness is a necessity for effective
communication. Concise communication has following features:

It is both time-saving as well as cost-saving.

It underlines and highlights the main message as it avoids using

excessive and needless words.

Concise communication provides short and essential message in

limited words to the audience.

Concise message is more appealing and comprehensible to the

audience.

Concise message is non-repetitive in nature.

3. Consideration - Consideration implies stepping into the shoes of

others. Effective communication must take the audience into
consideration, i.e, the audiences view points, background, mind-set,
education level, etc. Make an attempt to envisage your audience, their
requirements, emotions as well as problems. Ensure that the selfrespect of the audience is maintained and their emotions are not at
harm. Modify your words in message to suit the audiences needs while
making your message complete. Features of considerate
communication are as follows:

Emphasize on you approach.

Empathize with the audience and exhibit interest in the audience. This
will stimulate a positive reaction from the audience.

Show optimism towards your audience. Emphasize on what is

possible rather than what is impossible. Lay stress on positive words
such as jovial, committed, thanks, warm, healthy, help, etc.

4. Clarity - Clarity implies emphasizing on a specific message or goal at

a time, rather than trying to achieve too much at once. Clarity in
communication has following features:

It makes understanding easier.

Complete clarity of thoughts and ideas enhances the meaning of

message.

Clear message makes use of exact, appropriate and concrete words.

5. Concreteness - Concrete communication implies being particular and

clear rather than fuzzy and general. Concreteness strengthens the
confidence. Concrete message has following features:

It is supported with specific facts and figures.

It makes use of words that are clear and that build the reputation.

Concrete messages are not misinterpreted.

6. Courtesy - Courtesy in message implies the message should show the

senders expression as well as should respect the receiver. The sender
of the message should be sincerely polite, judicious, reflective and
enthusiastic. Courteous message has following features:

Courtesy implies taking into consideration both viewpoints as well as

feelings of the receiver of the message.

Courteous message is positive and focused at the audience.

It makes use of terms showing respect for the receiver of message.

It is not at all biased.

7. Correctness - Correctness in communication implies that there are no

grammatical errors in communication. Correct communication has
following features:

The message is exact, correct and well-timed.

If the communication is correct, it boosts up the confidence level.

Correct message has greater impact on the audience/ readers.

It checks for the precision and accurateness of facts and figures used
in the message.

It makes use of appropriate and correct language in the message.

Human Behavior and Effective Communication:

Human Behavior
a. Control of human behavior
1) Instructor modifies the behavior of students in guiding them
toward a goal
2) Students recognize and submit to instructor as symbol of
authority as a means of valid control
3) Instructors challenge is to know what controls are best for
what circumstances with what students
4) Motivations and human nature
a) Work is as natural as play or rest
b) Most students will exercise self-control in pursuit of goals
c) Commitment is related to reward (especially, ego
satisfaction)
d) Students learn to seek responsibility
e) Imagination and creativity are widespread traits
f) People use only part of their intellectual potential
g) Instructor is responsible for discovering how to realize
student potential
5) The effective instructor molds solid, healthy, productive
relationships with students
b. Human needs
1) Developing solid, healthy, productive relationships with students
depends on instructor's knowledge of them as human beings with
needs, drives, desires
2) Maslow's hierarchy of human needs
a) Physical needs: food, rest, exercise, protection from elements
b) Safety needs: protection from danger, threat, deprivation
c) Social needs: friendship and love
d) Egoistic needs: self-esteem, reputation
e) Self-fulfillment: continued development, creativity
3) Instructors should help students satisfy their human needs in a
manner that will create a healthy learning environment

4) Aiding another in reaching self-fulfillment is a most rewarding

accomplishment
Goodwill Principles and Goodwill Messages
Your workplace communications should create favorable impressions
and promote goodwill as well as accomplish specific objectives. Choosing
appropriate words and developing and organizing coherent messages are
vital to effective communications. Equally important, however, is a positive
tone.
To establish and maintain goodwill, you must concentrate on creating a
positive tone. A positive tone is established by projecting a you attitude,
showing sincere interest in the reader, and focusing on positive ideas. Avoid
using any destroyers of the you attitude and positive tone. Building
goodwill is the primary purpose of all the messages discussed in this chapter.
Whether a message is in the form of a note, memo, or letter, a written
goodwill message will make a more positive impression on a reader than a
verbal goodwill message because it is tangible evidence of the senders
thoughtfulness.
Any business, whatever area it operates in, is bound to be competitive. Competition
is one of the challenges that every business has to meet. In such a situation, an
organization that promotes goodwill has an edge over its competitors. It is in
continuous touch with its clientele through letters of goodwill. They are letters of
congratulations or sympathy sent on special occasions. They are different from the
routine New Year greetings or seasonal greetings. They should leave a personal
touch in them. They should never touch on the business relationship. These letters
sustain and promote the goodwill already earned through a fair business deal.

Why is it important to promote goodwill and trust?

Integrity and a good name will carry you in life much further than mere
effort. Goodwill is the expression of a heart that selflessly seeks the highest
good of the other person. When it is real, the other person can feel it.
Goodwill engenders trust and cooperation-- and ideally, should inspire the
other party to reciprocate out of a heart of gratitude.