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Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Lesson 2: Objectives ^ In this lesson, we will learn ^ Importance of non-verbalcommunication ^ Types of non-verbal communication ^ How to improve the non-verbalcommunication skills?
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Nonverbal Communication The codes of communication consisting ofsymbols that are not words, including nonword vocalizations
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Comparing Verbal and NonverbalCommunication Similarities^ •^ Both are symbolic^ •^ Both are rule guided^ •^ Can be intentional orunintentional^ •^ Are cultural-bound
^ Differences^ •^ Nonverbalcommunication ismore believable^ •^ Nonverbal can bemulti-channeled^ •^ Nonverbal iscontinuous
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Thill and Bovée^ ©^ 2002 Prentice-Hall
Why Do We Study Non-VerbalCommunication? We study no-verbal communicationsbecause^ •^ Nonverbal messages usually make a strongerlong-term impact on the receiver.^ •^ Nonverbal messages help us in conveyingsincerity, trust and other emotions in a waywords can not.^ •^ Non-verbal messages can give us insights intothe true feelings and attitudes of other people.^ •^ Nonverbal communication regulates interaction^ •^ Whenever there is a combination of verbal andnon-verbal messages, Non-verbal messagesdominate.
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Communication Process
Thill and Bovée^ ©^ 2002 Prentice-Hall
Varieties of Nonverbal Behavior ^ Facial expressions and eye behavior ^ Kinesics (gestures and postures) ^ Touching behavior (Haptics) ^ Personal appearance^ •^ Clothes and their colors, personalgrooming, jewelry, fragrance ^ Proximics (use of space), ^ Smell and temporal communication ^ Listening
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
The Five Body Movements
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Thill and Bovée^ ©^ 2002 Prentice-Hall
Functions of Eye Communication-4 ^ To compensate for increased physicaldistance^ •^ The eye movements may compensate forincreased physical distance^ •^ Eye contact overcomes psychologically thephysical distance between two person ^ Eye contact and other expressions ofpsychological closeness are positivelyrelated:^ •^ When one increases, so does the other
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Eye Behavior and Facial Expressions Eyes and the face area around the eyesare the most expressive parts of thebody in sending non-verbal messages.^ ^ Eyes can be used as a strategic tool.^ ^ In human physiology, when an individual isexcited or relaxed, the eye pupils dilate.^ ^ In angry mode, the eye pupils contract.^ ^ However, messages sent by eyes are alsoculturally dependent.^ ^ In the Middle East, making direct eye contactbetween two adults is considered rude.^ ^ Lowered or averted eyes may be misread assigns of ”dishonesty”^ ^ Staring “looking intently with wide-open eyes”is considered as criminal in some countries.
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Some Facial Expressions Each of this is saying,”Do you have any problem?
continued
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Kinesics ( Movements) Kinesics comes from Greek language andit means “movements”.^ •^ It is the study of communication through bodymovements^ •^ These body movements include the following:^ –^ Hand and body movements ( generally called asgestures).^ –^ These gestures are a combinations of different partsof the body.^ –^ Degree of eye contact^ –^ Tone of the voice^ –^ Body tension, relaxation and facial expressions
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Thill and Bovée^ ©^ 2002 Prentice-Hall
Gestures ^ Gestures are the hand and body movements thatwe use while communication with other people. ^ Most of the basic combination gestures areuniversal:^ •^ When people are happy, they smile^ •^ When people are sad or angry, they frown or scowl.^ •^ Shaking the head from side to side indicates a “no”sign.^ •^ The shoulder shrug is used to show that a person doesnot know or understand what you are talking about.^ •^ The meanings of gestures is also culturally driven. ^ There are several types of gestures, most ofthem are a combination of body movements.
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Some Head Expressions ^ Neutral Head Position^ •^ This position is taken up by the personwho has a neutral attitude about whathe is hearing. Interested Position^ •^ When the head tilts to one side itshows that interest has developed.In this position with head noddingmakes the speaker feel good. Disapproval Position^ •^ When the head is down, it signalsthat the attitude is negative and evenjudgmental.
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Some Hand and Palm Gestures ^ The ring or ‘OK’ gesture^ •^ This gesture stand for ‘AllCorrect’ “OK”^ •^ The ring itself represents theletter ‘O’ in the ‘OK’ signal. Submissive palm position^ •^ The palm facing up is used as asubmissive, non-threateninggesture, reminiscent of thepleading gesture of a streetbeggar.
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Some Hand and Chin Gestures The Mouth Guard^ •^ The mouth guard gestures instructs thebrain subconsciously to try andsuppress the deceitful words that arebeing said. Chin Stroking^ •^ This chin-stroking gesture is the signalthat the listener is making a decision. Boredom^ •^ It is a signal that boredom has setin and his supporting hand is anattempt to hold head up to stophimself from falling asleep.
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Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Smell Communication (Olfactics) ^ Smell communication is very importantin wide variety of situations^ •^ Without smell, taste would be severelyimpaired.^ •^ It would be extremely difficult to tell thedifference between a raw potato and anapple without the sense of smell.^ •^ Smell plays a vital role in marketing offoods.^ •^ Advertisers and marketers spend a lots ofmoney creating special scents for theircleaning products and toothpastes, whichhave nothing to do with their cleaningpower.
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Smell Communication (Olfactics) The most obvious message in smellcommunication is that of attraction.^ •^ People use perfumes, colognes, aftershavelotions, powders, and the like to makethemselves more attractive to others.^ •^ Sophia Loren, Elizabeth Taylor and otherfamous celebrities all sell perfumes byassociating their own attractiveness with thefragrance.^ •^ The major implication is that others can smelllike wise and can therefore appear equally moreattractive. We all use odors to make ourselves fell better besmelling ourselves^ •^ When the smells are pleasant, we feel better aboutourselves,^ •^ When the smells are unpleasant, we feel less goodabout ourselves, probably (and hopefully) showerand put on some perfume etc.
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Virtual Gestures, Feelings, Emotions and Modes^ ^ Your basic smile^ •^ This smiley is used to inflict a sarcasticor joking statement since we can't hearvoice inflection over e-mail.^ ^ Winky smiley^ •^ User just made a flirtatious and/orsarcastic remark. More of a "don't hit mefor what I just said” smiley.^ ^ Frowning smiley^ •^ User did not like that last statementor is upset or depressed aboutsomething.
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Virtual Gestures, Feelings, Emotions and Modes^ ^ Indifferent smiley^ •^ Better than a :-( but not quite as good asa :-)^ ^ User just made a really bitingsarcastic remark worse than a ;-)^ ^ User just made a really devilishremark.^ ^ Winky and devil combined A verylewd remark was just made.
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Personal Appearance Personal appearance has many factors^ •^ Clothes^ –^ The way we dress contains non-verbal messagesabout us and it causes certain reactions in otherpeople’s behavior.^ –^ The messages from well dressed persons aregenerally well accepted by other people compared topoorly dressed persons.^ •^ Color of the clothes^ –^ Choice of the color of the clothes has an influence onattitudes others form about us.^ –^ Bright colors convey vibrancy while muted colorsconnote trust.
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Personal Appearance Color of clothes^ –^ In general, the paler, more subtle shades of colorsgive off sparks of upper middle class^ –^ Shiny, darker or harsher colors suggest lower middleclass
. – Black or navy blue colors are considered as supremeauthority colors in the business world. – Blue or back blazer with gray pants and white or lightblue shirt generally are used as formal clothes – In our culture, white color clothes are considered assymbol of supreme authority. – White clothes with back waist coat or sherwaani arealso considered as formal clothes • Most important part is to choose the clothesthat make you feel comfortable with yourself.
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Proximics (Use of Space) We place value on personal spaces andterritories and defend them against intrusion. From our relationships to these spaces, we derivenon-verbal messages that directly affect theoutcome of our formal and technicalcommunication. The space messages include the following:^ •^ Our zones of physical interaction^ •^ Office furniture and carpeting^ •^ Using office space as status symbol^ –^ Location of the office is also considered as status symbol.^ •^ Violation of the space of others
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Zones of Personal Interaction
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Cultural Time ^ Technical Time^ •^ Precise, scientific time.^ –^ Examples: Milliseconds and atomic years^ –^ This time systems is used in laboratory systemsand it has less relevance to daily life. ^ Formal Time^ •^ This is related to how a culture defines timeand teaches time.^ •^ In general, Time is divided into seconds,minutes, hours, days, weeks, years^ •^ Some cultures may use the phases of moonor seasons to delineate time periods^ •^ College semester is divided into 14 weeks,three classes a week of 50 minutes duration.
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Cultural Time-1 ^ Informal time^ •^ This refers to a rather loose use oftime terms^ –^ Examples are forever, immediately,soon, right away, as soon aspossible^ –^ This is the area of time that createsthe most communication problemsbecause terms may have differentmeanings for different people.
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Types of Time Orientations Displaced time orientation • Time is viewed exactly. • Person with this time orientation will beexactly on time Diffused time orientation • Time is viewed as approximate rather thanexact • People with time orientation are often late^ –^ A scheduled time 8 pm is meant anywhere from7:45 pm to 8:15 pm or 8:30 pm
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Types of Personality Time Orientations ^ Monochronic type^ •^ This type does one thing at a time^ •^ Time is considered very serious^ •^ Job tends to be more important thanfamily life^ •^ Privacy is extremely important^ •^ Seldom borrows or lends^ •^ Tends to work independently fromother people around
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Types of Personality Time Orientations ^ Polychronic type^ •^ This type does several things at atime^ •^ Time is important but not consideredas sacred^ •^ Family and interpersonalrelationships are considered as moreimportant than work^ •^ Actively gets involved with othersaround
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Psychological Time ^ Importance is placed on past, present orfuture ^ Past orientation^ •^ Reverence to past good old days ^ Present orientation^ •^ Live in the present for the present. Thesepeople tend to be happy with what they have ^ Future Orientation^ •^ These people focus on the future. They tend tolook down on other orientations a lazy,unmotivated, etc.^ •^ Example: you work today, save today, denypresent luxuries to be prepared for future.
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Time and Status in Society ^ Time is especially linked to statusconsiderations^ –^ Importance of being on time varies with thestatus of the individual you are visiting.^ –^ If the person is extremely important youbetter be there early on time.^ –^ Students must be on time for meetings withteachers^ –^ Even more important for meeting withDeans or for college president^ –^ However, dean may be late for teachers butnot for meeting with college president
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Time and Appropriateness ^ Promptness or lateness in responding to letters,telephone calls, returning invitations allcommunicate certain messages ^ Certain activities are considered appropriate atcertain times, and at times they may beconsidered as inappropriate^ •^ It may be appropriate to make a social call in the lateafternoon, early evening^ •^ It is considered inappropriate to make the similar call inearly morning, or after eleven o’ clock in the evening. ^ A phone call at an abnormal hour surely conveysurgent emergency of some sort. One begins toworry as one races towards the phone.
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Three Types of Listening
Contentlistening
Criticallistening
Active/empathiclistening
Objective
Understand and retaininformation
Evaluate^
Understandspeaker’sfeelings
Dynamics
One-way flow Interaction
Interaction
Identify keyKey points
Weighmessageobjectively
Expressunderstanding
Five Steps in the Listening Process
5. Responding4. Evaluating3. Remembering2. Interpreting1. Attending
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
Characteristics of the Bad Listener ^ Tunes out ^ Enters into arguments ^ Listens for facts, not themes or ideas ^ Fakes attention ^ Is easily distracted ^ Resists difficult material ^ Reacts emotionally
Dr. Tariq Majeed, NED, PIEAS.Reference:^ Excellence in Business Communication, 4e and 5e ,
Thill and Bovée^ ©^ 2002 Prentice-Hall
How to Improve Listening? Use nonverbal communication^ •^ Make an eye contact with the speaker. Be audience-centered Listen for and review key points Avoid monotone Be brief and remain objective Anticipate ideas from the speaker Limit note taking Evaluate content, not speaker Paraphrase and provide feedback
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