Chapter 4

Non-verbal
Communication

Business Communication

M K Sehgal, Vandana Khetarpal

INTRODUCTION
The word Non Verbal Communication means communication which
does not involve speech or words. By non verbal communication, we
mean all communication that involves neither written nor spoken
words, but which occurs without the use of words. Thus, this is the
wordless message received through the medium of gestures, signs,
body movements, facial expressions, tone of voice, colour, time,
space, style of writing and choice of words.

Business Communication

M K Sehgal, Vandana Khetarpal

CHARACTERISTICS OF NON-VERBAL
COMMUNICATION
1.

Instinctive

2.

Less conscious

3.

Subtle

4.

Complimentary to verbal communication

5.

Forms the larger part of the overall communication activity

Business Communication

M K Sehgal, Vandana Khetarpal

RELATIONSHIP OF NON-VERBAL MESSAGE WITH

VERBAL MESSAGE
There are six primary ways in which non verbal message may be related
to a verbal one:
1.

A non verbal message can complement a verbal one

2.

It can emphasize a verbal one

3.

It can repeat a verbal one

4.

A non verbal message can regulate a verbal one

5.

It can substitute for a verbal one

6.

A non verbal message can contradict a verbal one

Business Communication

M K Sehgal, Vandana Khetarpal

CLASSIFICATION OF NON-VERBAL
COMMUNICATION
Non- verbal communication can be classified into the following
categories:
1.

Kinesics: Body language

Facial expressions

Eye contact

Gestures

Body shape and posture

Appearance

2.

Proxemics: Space language

3.

Time language

4.

Paralanguage

5.

Sign language

Business Communication

M K Sehgal, Vandana Khetarpal

Proxemics or Space Language & Surroundings

Proxemics is the study of how we communicate with the space
around us. Proxemics is made from Proximity, which means
nearness, and includes the space around us and our physical
environment or surroundings.

Business Communication

M K Sehgal, Vandana Khetarpal

Paralanguage
Closer to actual verbal (oral) communication, and always
accompanying body language, is paralanguage. While verbal
communication consists of the what or the content of words,
paralanguage involves the how of a speakers voice or the way in
which he speaks. On careful observation and analysis we find that a
speaker intentionally and unintentionally uses a vast range of hints and
signals.
Voice
The first signal we receive or use is that of our voice.
The message, however, may not be effectively conveyed if we do not
take care of the following points in the use of our voice:
a) Pitch variation
b) Speaking speed
c) Pause
Cont.
d) Nonfluencies
e) Volume variation
f) Pronunciation
Business Communication
M K Sehgal, Vandana Khetarpal

Word Stress
Word stress is of crucial importance in communication or transmission
of the intended meaning. By placing stress or emphasis on here or a
word there in the same sentence or utterance can change the entire
meaning.

Sign Language
Communication is a process involving the use of mutually understood
signs/symbols between the sender and receiver of a message or piece
of information. These signs, symbols, signals and indicators have
generally been of two types-visual and audio or sound signals. Smell,
touch and taste also communicate because sensory perception and
impressions are a necessary part of human existence.

Business Communication

M K Sehgal, Vandana Khetarpal