Chapter 1, Effective Communication in Business

Communication ModelCommunication Model

CONTEXT

Stimuli

Message

MediumVerbal, Nonverbal

Message

MediumVerbal, Nonverbal

(Experience, attitude, skills)

Receptor MechanismsPerceptionDecoding

Idea Interpretation


Receptor MechanismsPerceptionDecoding

Idea Interpretation

Receiver-Decoder

FeedbackVerbal, Nonverbal

FeedbackVerbal, Nonverbal


PerceptionIdea Encoding

Symbol DecisionSending Mechanism


PerceptionIdea Encoding

Symbol DecisionSending Mechanism

Sender-Encoder

Noise

NoiseNoise

Noise

NONVERBAL COMMUNICATIONNONVERBAL COMMUNICATION

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

It includes:

1. Appearance

2. Body Language

Facial Expressions Gestures, Postures & Movement Smell & Touch Voice & Sound

3. Silence, Time & Space

NONVERBAL COMMUNICATIONNONVERBAL COMMUNICATION Non -Verbal Communication is the message or response not expressed or

sent in words -hints , suggestions , indications.

Actions speak louder than words.

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

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

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


How Appearance Communicates:How Appearance Communicates: It conveys nonverbal It conveys nonverbal

impressions that affects receivers’ attitude towards the verbal message impressions that affects receivers’ attitude towards the verbal message even before they read or hear them.even before they read or hear them.

Effect of Appearance on Written Communications:Effect of Appearance on Written Communications:

An envelope's size, color, weight, postage may impress the reader as An envelope's size, color, weight, postage may impress the reader as “Important”, “Routine” or “Junk Mail”.“Important”, “Routine” or “Junk Mail”.

Letter, Report, or Title Page communicates nonverbally before its contents Letter, Report, or Title Page communicates nonverbally before its contents are read.are read.

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


Effects on Oral Messages:Effects on Oral Messages:

The personal appearance of the The personal appearance of the speaker or the appearance of the speaker or the appearance of the surroundings convey non verbal surroundings convey non verbal stimuli to the single person or a stimuli to the single person or a group. group.

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

Clothing, hairstyle, neatness, Clothing, hairstyle, neatness, jewelry, cosmetics, posture, stature jewelry, cosmetics, posture, stature are part of personal appearance are part of personal appearance which reflect impressions regarding which reflect impressions regarding occupation, age, nationality, social occupation, age, nationality, social and economic level.and economic level.


Examples of Personal AppearanceExamples of Personal Appearance

CLOTHING


HAIRSTYLEHAIRSTYLE


JEWELRYJEWELRY


COSMETICSCOSMETICS


POSTUREPOSTURE


How Body Language Communicates?How Body Language Communicates?

Body Language is the combination of facial Body Language is the combination of facial expressions, gestures, postures and movement, expressions, gestures, postures and movement,

smell and touch, and voice and sounds.smell and touch, and voice and sounds.


Body Language is the combination of:

1.Facial expression(s)

2.Eyes

3.Lips

4.Arms

5.Hands

6.Fingers

NONVERBAL COMMUNICATION NONVERBAL COMMUNICATION

Facial ExpressionsFacial Expressions

The face is an important source of information.

Since the face cannot be easily hidden, it is an important source of nonverbal information and communicates a variety of emotions.

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


Forehead Wrinkles Anger

Eyebrows Outer edges up Anger

Nose Upward Contempt

Facial ExpressionsFacial Expressions


CenteredCentered FocusedFocused

Gazing UpGazing Up ThinkingThinking

Gazing DownGazing Down ShameShame

Gaze on the sideGaze on the side GuiltyGuilty

WanderingWandering Disinterested, BoardDisinterested, Board

EYES


PartedParted Relaxed, HappyRelaxed, Happy

TogetherTogether Possibly ConcernedPossibly Concerned

Wide OpenWide Open Very Happy/Very AngryVery Happy/Very Angry

LIPS


ARMS

Arms CrossedArms Crossed Angry, DisapprovingAngry, Disapproving

OpenOpen Honest, AcceptingHonest, Accepting


On Top of the HeadOn Top of the Head AmazementAmazement

Scratching HeadScratching Head Puzzled, ConfusedPuzzled, Confused

Rubbing EyesRubbing Eyes TiredTired

Rubbing ChinRubbing Chin Thinking, Timid, ShyThinking, Timid, Shy

HANDS


Fingers InterlockedFingers Interlocked Tense Tense

Pointing at YouPointing at You AngryAngry

OK SignalOK Signal FineFine

V SignV Sign PeacePeace

FINGERS

NONVERBAL COMMUNICATIONNONVERBAL COMMUNICATIONGESTURE, POSTURE & MOVEMENT

NO SWEAT, READING THE NO SWEAT, READING THE BODY LANGUAGEBODY LANGUAGE

ACTIONS SPEAK LOUDER THAN WORDS


Confident Restless


Concentrating Thoughtful


Annoyed Pretending to be Confident

Documents

Chapter 1, Effective Communication in Business