1. Verbal & non-verbal communication
SELF LEARNING MODULE 1
CHAPTER 5
Verbal & non-verbal communication
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2. Content Objectives Introduction To Verbal & Non Verbal Communication
SELF LEARNING MODULE 1
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Content
Objectives
Introduction To Verbal & Non Verbal Communication
Major Areas Of Non Verbal Behaviour
Video Links
Casestudy
Learnings
Test Yourself
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3. Objectives Understand the Importance of Nonverbal Communication
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Objectives
Understand the Importance of Nonverbal Communication
State a definition of Nonverbal Communication and identify different types
Describe the purpose Nonverbal Communication serves in the communication process
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4. SELF LEARNING MODULE 1
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Verbal communication
Verbal communication means a communication that takes place by means of a language or words.
It includes the following contents.
a. Oral communication (Speaking & listening)
b. Written communication (writing & reading)
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5. In order to send message in business, speaking plays a vital role.
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Speaking:-
In order to send message in business, speaking plays a vital role.
Writing:-
It is used when a complex message is sent.
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6. Reading involves understanding and interpreting the material.
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Listening:-
People in business spend more time in obtaining information then transmitting it. Listening is the most important way to receive information.
Reading:-
Reading involves understanding and interpreting the material.
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7. Non-Verbal Communication
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Non-Verbal Communication
The study of non-verbal communication examines how messages are communicated through physical behavior, vocal cues and spatial relationships.
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8. The total impact of a message breaks down like this:
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The total impact of a message breaks down like this:
7 percent verbal (words)
38 percent vocal (volume, pitch, rhythm, etc)
55 percent body movements
(mostly facial expressions)
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9. Non-verbal communication in organization
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Non-verbal communication in organization
Environment
Body placement
Posture
Gestures
Facial expressions and movement
Clothing, dress, appearance
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10. Major areas of nonverbal behaviors are:
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Major areas of nonverbal behaviors are:
Eye contact
Facial expressions
Gestures
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11. Posture and body orientation
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CHAPTER 5
Posture and body orientation
Proximity
Para linguistics
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12. Eye contact The eyes can give clues to a person’s thoughts.
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Eye contact
The eyes can give clues to a person’s thoughts.
When someone is excited, his pupils dilate to four times the normal size.
An angry or negative mood causes the pupils to contract.
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13. SELF LEARNING MODULE 1
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Eye contact
Direct eye-contact conveys interest, warmth, credibility and concern.
Shifty eyes suggest dishonesty.
Downward gaze may be a sign of submissiveness or inferiority
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14. Facial expressions SELF LEARNING MODULE 1 CHAPTER 5
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15. Facial expressions There are six categories of facial expressions:
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Facial expressions
There are six categories of facial expressions:
Happiness
Sadness
Anger
Disgust
Surprise
Fear
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16. Happiness- “Whoever is happy will make others happy too.” -Mark Twain
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Happiness- “Whoever is happy will make others happy too.” -Mark Twain
Sadness- “Sadness dulls the heart more than the grossest sin.”
Anger- “Anger is one letter short of danger”
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17. Fear- There is nothing to fear, but fear itself.
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Disgust- A disgusting expression on the face is considered negative and should be avoided in formal gatherings.
Surprise- The eye-brows and the eyes are most affected in an expression of surprise.
Fear- There is nothing to fear, but fear itself.
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18. SELF LEARNING MODULE 1
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Gestures
Gestures communicate as effectively as words, sometimes even better.
Gestures support the verbal communication.
They sometimes detract from what you say.
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19. There are some negative gestures which should be avoided:
Pointing at people- It is perceived as accusatory.
Fiddling with your items-It gives the impression that you are nervous.
Dragging the feet-It implies lethargy.
Head Down- It suggests timidity.
Drooping shoulders- It implies weariness and lethargy.

20. Weak handshake-It implies meek and ineffectual personality.
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Weak handshake-It implies meek and ineffectual personality.
Shifty eyes- It suggests nervousness.
Arms crossed on the chest- It is a defensive gesture.
Hands in pockets- Shows disrespect, and that you have something to hide.
Covering your mouth- It suggests you are lying.
Shaking feet or legs- It shows indifference and disinterest.
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21. Avoid these Hand Gestures
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Avoid these Hand Gestures
USE THESE HAND GESTURES
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22. Posture Body posture can be open or closed.
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Posture
Body posture can be open or closed.
Interested people pay attention and lean forward.
Leaning backwards demonstrates aloofness or rejection.
A head held straight up signals a neutral attitude.
A head down is negative and judgmental.
A head tilted to the side indicates interest.
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23. Some Negative Postures should be avoided:
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Some Negative Postures should be avoided:
Rigid Body Posture-Anxious/ Uptight
Hunched Shoulders –Lacks interest/ Feeling inferior
Crossed Arms-Protecting the body/ Negative Thoughts
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24. Verbal & non verbal communication
SELF LEARNING MODULE 1
CHAPTER 5
Verbal & non verbal communication
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25. Non verbal communication case study
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Non verbal communication case study
At an early stage project meeting Mary, the project team leader, presented her suggested project timetable to meet the project goals. During the presentation she noticed that two team members were showing non- verbal signs of disapproval.  Simon was frowning and shaking his head and Justin had leant back in his chair and folded his arms. Mary stopped what she was saying, turned to Simon and Justin and asked ‘I sense you are not supportive of what I’m saying. Can I clarify anything for you?’ Simon replied ‘You are right. I think the project timetable is unachievable.’ Mary responded by directing a question to the whole group ‘How do the rest of you feel about the timetable I’m suggesting?’
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26. SELF LEARNING MODULE 1
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By observing these valuable non-verbal cues Mary was able to open up communication amongst the team and find an early resolution to this problem. Had she ignored or not been aware of the cues, she could well have encountered serious problems with meeting the project timetable and ultimate completion. Additionally, she might not have received the full support of two valuable team members.
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27. SELF LEARNING MODULE 1
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Learnings
Facilitates to pay attention to multiple mediums of communication.
Facilitates to develop proficiency in understanding gesture clusters.
Helps in understanding that our body has multiple channels that can be successfully used to communicate thoughts effectively.
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28. SELF LEARNING MODULE 1
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Test yourself:
When communicating with others, I pay attention to non-verbal signals - body language, facial expressions and gestures.
Always or Nearly Always
Often
Some-times
Rarely Never or Hardly Ever
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29. SELF LEARNING MODULE 1
CHAPTER 5
TEST yourself:
I nod my head and use other gestures and facial expressions to show that I’m interested in what is being said.
Always or Nearly Always
Often
Some-times
Rarely Never or Hardly Ever
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30. SELF LEARNING MODULE 1
CHAPTER 5
Test yourself:
I offer verbal signals while listening, things like, ‘Go on… ’ or ‘Uh huh’ to encourage the speaker to continue.
Always or Nearly Always
Often
Some-times
Rarely Never or Hardly Ever
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31. SELF LEARNING MODULE 1
CHAPTER 5
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