Program Semester Subject Code Subject Name Unit number

: MBA :I : MBF102 : Business Communication :2

Unit Title

: Types & Channels of Communication

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Objectives
Explain the advantages of different aspects of non verbal communication

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Non verbal Communication

According to Albert Meharbian, a communications researcher, words convey only a small part of any message. He is of the opinion that 93% of the total impact of a message is created by different aspects of non verbal communication.

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Impact of Non verbal Communication

Impact

Types of Communication

55%

Facial expressions, body position, gestures

7% 38%

Words Tone of voice and inflection

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Facial Expressions
Facial expressions have the power to facilitate or hamper feedback. Ekman and Friesen identified eight different facial expressions or styles exhibited by most people
Facial Style The Withholder The Revealer Interpretation Inhibited little expression Transparent great deal of expression

The Unwitting Expresser The Blank Expresser The Substitute Expresser The Frozen-Affect Expresser The Ever Ready Expresser The Flooded Affect Expresser

Limited expressions No expression of emotion Emotion shown is different from that felt

Always expresses a given emotion

Emotion is not based on stimulus Single emotion colors all other emotions
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Gestures Gestures can sometimes replace verbal messages entirely.Gestures may be classified into five different types
1. Emblems These are gestures which act as symbols with fixed verbal translations. Example Shrugging the shoulders always means I dont know. 2. Illustrators These are gestures which illustrate a speakers words. Example A cricket umpire raises his finger up to illustrate that a batsman is out.

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Gestures(contd).

3. Regulators These are gestures which control oral communication and alert a speaker to hurry up or slow down. Examples Frequent glances at a watch or pointing to a clock to communicate to the speaker that time is running out. 4. Displays These are gestures which reveal emotional states such as anger or embarrassment. Example Turning red in the face. 5. Adaptors These are gestures which are automatic and over which one has little control. Example Stifling a yawn.

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Gestures(contd.) Test your Understanding

Can you classify the following gestures into one of the five types mentioned in the previous slides? 1. Clapping the hands 2. An instructor using his palms to signal silence in a noisy class 3. Leaning forward in an attempt to catch a speakers words 4. Lifting eyebrows and opening eyes wide 5. Clasping the hands to the face in fear

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Visual Symbols

Non verbal communication includes visual symbols which can be used to enhance the effectiveness of written communication. Examples of visual symbols include Font size and style Margins and spacing Quality of paper used, thickness, color and size General layout

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Touch

Touch, also known as tactile communication or haptics, is also part of non verbal communication and can communicate many messages. It can also express a range of emotions such as fear,love, anxiety, warmth and coldness. Examples A gentle touch on the shoulders conveys encouragement A pat on the back conveys appreciation Shaking hands shows warmth and friendliness Hugging conveys warmth and affection

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Test your Understanding

Which of the following are positive aspects of non verbal communication and what do you think they convey? 1. 2. 3. 4. 5. 6. 7. 8. Clenching of fists/hands Open palms Scratching of the head Stroking of the chin Clasping of hands behind the back Eye to eye confrontation Monotonous voice Equal handshake

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