22504580 Chapter 1 Effective Communication in Business

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Communication Model

CONTEXT

Stimuli

Message

MediumVerbal, Nonverbal

(Experience, attitude, skills)

Receptor MechanismsPerceptionDecoding

Idea Interpretation

Receiver-Decoder

FeedbackVerbal, Nonverbal

(Experience, attitude, skills)

PerceptionIdea Encoding

Symbol DecisionSending Mechanism

Sender-Encoder

Noise

NoiseNoise

Noise


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NONVERBAL COMMUNICATION

Non Verbal Communication is the unspoken communication thatgoes on in every encounter with another human being.

It includes:1. Appearance2. Body Language

Facial ExpressionsGestures, Postures & Movement

Smell & TouchVoice & Sound

3. Silence, Time & Space


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NONVERBAL COMMUNICATIONNon -Verbal Communication is the message or response not expressedor sent in words -hints , suggestions , indications.

Actions speak louder than words.

There is a distinction between the meanings we give in words and themeanings we give off in Non -Verbal signals.

Non -Verbal signals are unconscious parts of our behavior which is a deeplyrooted part in our entire psychological makeup.

NVC stands for the innermost, instinctual form of human communication.


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How Appearance Communicates: It conveys nonverbalimpressions that affects receivers attitude towards the verbal messageeven before they read or hear them.

Effect of Appearance on Written Communications:

An envelope's size, color, weight, postage may impress the reader asImportant, Routine or Junk Mail. Letter, Report, or Title Page communicates nonverbally before its contents

are read.The quality language itself communicates something about the sender. Thecomponents of language are spelling, grammar, punctuation and the choiceof the words selected in communication.


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NONVERBAL COMMUNICATIONEffects on Oral Messages:

The personal appearance of thespeaker or the appearance of thesurroundings convey non verbalstimuli to the single person or a

group.

This stimuli affects the attitude ofthe listener or listeners towards thespoken words of the speaker.

Clothing, hairstyle, neatness, jewelry, cosmetics, posture, statureare part of personal appearancewhich reflect impressions regardingoccupation, age, nationality, socialand economic level.


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Examples of Personal Appearance

CLOTHING


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HAIRSTYLE


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JEWELRY


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COSMETICS


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POSTURE


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Body Language is the combination of:1.Facial expression(s)

2.Eyes3.Lips4.Arms

5.Hands6.Fingers


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Facial Expressions

The face is an important source of information.

Since the face cannot be easily hidden, it is an importantsource of nonverbal information and communicates avariety of emotions.

In addition, eye contact, pupil size, and the smile provideadditional cues to informed observers.


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Forehead Wrinkles Anger

Eyebrows Outer edges up Anger

Nose Upward Contempt

Facial Expressions


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Centered Focused

Gazing Up Thinking

Gazing Down Shame

Gaze on the side Guilty

Wandering Disinterested, Board

EYES


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Parted Relaxed, Happy

Together Possibly Concerned

Wide Open Very Happy/Very Angry

LIPS


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ARMS

Arms Crossed Angry, Disapproving

Open Honest, Accepting


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On Top of the Head Amazement

Scratching Head Puzzled, Confused

Rubbing Eyes Tired

Rubbing Chin Thinking, Timid, Shy

HANDS


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Fingers Interlocked Tense

Pointing at You Angry

OK Signal Fine

V Sign Peace

FINGERS


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GESTURE, POSTURE & MOVEMENT


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NO SWEAT, READING THEBODY LANGUAGE

ACTIONS SPEAK LOUDER THAN WORDS


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ConfidentRestless


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Concentrating Thoughtful


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Annoyed Pretending to be Confident

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22504580 Chapter 1 Effective Communication in Business