Business Communication Lecture 6-9 ENG 301

Lesson 6 Non-verbal Communication Non-verbal communication consists of that part of a message that is not encoded in words. The non-verbal part of the message tends to be less conscious and often reveals the sender’s feelings and preferences more spontaneously and honestly than the verbal part. Lesson 6 Non-verbal Communication

Types of Nonverbal Messages Four types of non-verbal messages are: Personal Common to a group of people or culture Universal Unrelated to the message (random) Types of Nonverbal Messages

Classification of Non-verbal Communication Non-verbal communication can be classified into 7 types: Body Movement (kinesics behavior) Body movement, or kinesics behavior, includes movement of the hands, head, feet and legs, posture, eye movements and facial expressions – all these affect the message. Physical Characteristics Physical characteristics such as body shape, general attractiveness, body and breath odours, weight, hair, and skin colour are important parts of non-verbal communication. Because people react and respond to these factors, they all determine their responses in interpersonal encounters. Classification of Non-verbal Communication

Touching Behaviour Contd. Stocking, hitting, holding or guiding the movement of another person are examples of touching behavior that communicate non-verbally. Touch can console or support the other person and show feeling such as affection. A handshake, for example, can express dominant equality. A pat on the arm can convey intimacy or control. Contd.

Vocal qualities (paralanguage) Paralanguage is that part of language associated with but not involving the word system. It consists of the voice qualities and vocalizations that affect how something is said rather than what is said.

Lesson 7 Non-Verbal Communication Space (proximity) Proximity means nearness, in terms of physical space. How people use their personal space and that of others communicates a message. Personal space varies according to: Gender Status Roles Culture Lesson 7 Non-Verbal Communication

Artifacts Environment Artifacts are objects used to convey nonverbal messages about self-concept, image, mood, feeling, or style. For example, perfume, clothes, lipstick, glasses, and hairpieces project the style or mood of the wearer. Many artifacts are common to the group but we also use artifacts particularly clothing as an individual form of communication. Environment The environment can influence the outcome of communication. For this reason, organizations give careful consideration to office space, factory layout, the sales area, and conference venues.

Lesson 8 Traits of Good Communicators Following are the traits of good communicators: Perception Communicators are able to predict how you will receive their message. They anticipate your reaction and shape the message accordingly. Precision Communicators create a ‘meeting of the minds’. When they finish expressing themselves, they share the same mental picture. Lesson 8 Traits of Good Communicators

Credibility Control Contd. Communicators are believable. You have faith in the substance of their message. You trust their information and their intentions. Control Communicators shape your response. Depending on their purpose, they can make you laugh or cry, calm down, change your mind, or take action. Contd.

Congeniality Communicators maintain friendly and pleasant relations with you regardless of whether you agree with them or not. Good communicators command your response and goodwill. Contd.

Careful Creation of the Message The best way to create message is to focus on your audience so that you can make them understand and accept your message. You want to create a bridge of words that leads audience members from their current position to your point of view. Minimize Noise The careful choice of channel and medium helps focus your audience’s attention on your message. Even the most carefully constructed message will fail to achieve results if it doesn’t reach your audience.

Feedback Make feedback more useful by: Planning how and when to accept it. Being receptive to your audience’s responses. Encouraging frankness. Using it to improve communication. Feedback

Lesson 9 Principles of Business Communication To communicate easily and effectively with your readers, you should apply the following Seven ‘C’ principles: 1. Clarity 2. Conciseness 3. Consideration 4. Concreteness 5.Correctness 6. Courtesy 7. Completeness Lesson 9 Principles of Business Communication

Clarity Clarity means getting your message across so that the receiver will understand what you are trying to convey.

Choose, Short, Familiar, Conversational words Use Simple words Rather than saying ‘A substantial segment of the population’ say “Many people’. Use Concise words Rather than using complex words, use concise words. For example, say ‘later’ instead of ‘at a later date’, ‘concluded’ instead of ‘arrived at a conclusion’. Avoid Repetition Avoid repetitive words. Past experience Personal opinion Choose, Short, Familiar, Conversational words

Choose, Short, Familiar, Conversational words Use Conversational Words Rather than using overused expressions, use easy conversational words. For ex., say ‘thank you for’ instead of ‘Acknowledge receipt of’, say ‘as we discussed’ instead of ‘as per our conversation’. Clichés Use clichés only when you’re sure they best express your intent. Choose, Short, Familiar, Conversational words

Construct effective sentences and paragraphs Sentence is at the core of clarity. A sentence moves thought clearly within a paragraph. Generally speaking, a sentence in a business letter should have 3 to 30 words. Each sentence should express unity of thought. Important characteristics of a sentence are as follows: Length The suggested length is 17 to 20 words. Unity It means that you have one main idea whether you use a simple, compound, or complex sentence. Coherence Coherence brings clarity. In it words are correctly arranged so that ideas are clearly expressed. Emphasis Some sentences use little emphasis; while, others use better emphasis. Construct effective sentences and paragraphs  

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