Verbal and non-verbal communication.pptx
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- 2. Unit 2 Verbal and Non-Verbal communication “When people talk, listen completely. Most people never listen.” Ernest Hemingway Megharaja E N
- 4. Verbal communication • Communication with words, written or spoken. Verbal communication consists of speaking, listening, writing and reading • Takes place through face to face conversation, group discussions, counseling, interview etc. • Process of exchange information between two or more persons through written and oral words
- 5. Types of Verbal communication • Oral communication • Written communication
- 6. Oral communication • Oral Communication takes place in face to face conversations, group discussions, telephone calls and other circumstances in which spoken word is used to express meaning • Mostly used communication • Immediate feedback and personal touch
- 7. Types of Oral communication • Face to face communication • Video conferencing • Telephone • Interview • Grapevine • Presentation • Group discussion • Public speaking
- 8. Principes of successful Oral Communication • Well planned • Logical sequence • Attractive presentation • Use of suitable words • Avoiding emotions • Think before you speak • Be clear pronunciation • Avoiding hackneyed phrases and cliches • Speak with confidence • Precision • Avoid communication overload and easy flow
- 9. Continued… • Vary your vocal tone • Be a good listener • Be aware of your non verbal communication cues • Think about the perspective of your audience • Timely feedback
- 10. Advantages of Oral Communication • It provides immediate feedback and clarification • Oral communication builds up a healthy climate in the organization • Time saving device • Most effective tool of persuasion • It is very effective in interacting with groups • Economical in terms of money and time • Ample scope to the sender of the message • Helps for emergency situation • Flexibility
- 11. Disadvantages of Oral Communication • Lengthy messages are not suitable for oral transmission • Oral messages cannot be retained for long time • There is no legal validity • Greatest chances of misunderstanding • Poor retention • Lack of responsibility • Imprecise • Chances of misunderstanding • Attitude problem • Noise • Problem of language
- 12. Barriers in Oral Communication •Sender’s Point of view • Ambiguity • Generalization • Ego Centric • Distortion / misrepresentation • Lacking Clarity • Lacking Confidence • Problem of Language and Pronunciation • Lack of enthusiasm • Information overload and focus
- 13. Barriers in Oral Communication •Receiver’s Point of View • Inability to give feedback • Ego centric • Quick Thinking • Distrust • Passive mentality & listening • Inability to understand • Inability to maintain attention • Loss of information. • Hearing problems
- 17. Effective Principles of Oral Communication • Maintenance of friendly atmosphere. • Using personal greeting. • Showing appreciation and personal interest. • Opening a speech with a smile. • Showing empathy towards listener. • Using appropriate language. • Appropriate personal appearance. • Use of audio and videos • Using the sense of humour.
- 18. Conversation • Conversation is a informal talk in which people exchange views, feelings and thoughts • Conversation in general is spontaneous, friendly and casual • Social conversations also known as chit- chat or small talk attempt to establish a sociable atmosphere • At a tea party or social gathering, the conversation reveals feelings of togetherness, rather than communicating ideas or any specific meaning Examples - It was pleasure meeting you. How is your family? Do come again.
- 19. Conversation and control • Conversation Control refers to the skills of listening and talking in a positive and meaningful way at an appropriate time. • Conversation Control helps participants conclude their conversation effectively and satisfactory with mutual understanding and agreement. Applications of Conversation Control skill in Business • Selling and buying • Negotiating • Interviewing • Participating in meetings • Disagreeing without being rude • Protesting without offending • Complementary/ praising • Responding to personal criticism
- 20. Situations where conversation skills are useful • Interacting with people in meetings in a convincing way. • Handling objections to a proposal. • Being able to react to criticism in a confident manner • Developing skills in interviewing • Learning how to get correct information quickly Direction of conversation • Rejection • Disagreement • Consideration • Agreement • Commitment
- 21. Managing negative responses • Show that you do not doubt the positive intentions of the other person • Use expressions such as “You are right about that, but” Avoid completely rejecting the other person’s arguments • Do not use negative expressions, instead of saying “ perhaps you do not know” try perhaps you know.
- 22. Techniques of Conversation Control • Recognizing cues • Interpreting signs and signals • Avoiding parallel Conversation • Practicing sequencial Conversation • Using reflection and empathy • Cultivate a sense of timing
- 23. Reflection and Empathy • In verbal communication, most important skill is to demonstrate a genuine interest in the other person • Both participants should be able to pick up cues and reflect upon their meaning. • The purpose of reflecting on something is to help the other person understand his/her feelings with greater clarity and precision • One may repeat the feelings expressed by the other person • It is important to make eye contact and speak with genuine concern for the other person.
- 24. Written communication • A 'Written Communication' means the sending of messages, orders or instructions in writing through letters, circulars, manuals, reports, telegrams, office memos, bulletins, etc. It is a formal method of communication and is less flexible
- 25. Written communication skills • Know your goals and state it clearly • Use the correct word of your purpose • Keep launguage simple • Stay on topic and keep it concise • Use active voices
- 26. Oral communication Written communication It is less formal Formal, planned and detailed It produces a prompt response of some kind It causes a response after lapse of some time It is not valued for legal purposes It carried more authority and is proof of a transaction It is highly flexible It is regid or inflexible It is an active transfer of information It is precise and direct Here the speaker can get the audience engaged Psychologically It is less personal
- 27. Uses of verbal communication • Making communication at your family • Chatting with your friends and colleagues • Having face to face talk with your team leader, senior, junior or boss etc. • Communication between teachers and students • Religious speeches • Judgement process in the court • Conversation between doctors, nurse and Patients • Presenting business reports • Communication during political campaigns • Communication between shopkeeper and the customer • Communication in family programs • Training, recruitment, selection, induction • Business meeting, seminars, conference, reports, • Company vision, mission and objectives • Group discussions • Communication in customer service • Feedback • Business projects etc.
- 30. Non-verbal communication • Communication without using any spoken or written word. • Wordless messages • Takes place Gestures, facial expressions, eye contact, touching, body language, posture, dress and appearance etc.
- 31. Characteristics of Non-verbal communication • Conveying emotions • Defining relationships • It is continuous • It is rich in meaning • It is not governed by set of rules • More likely unintentional • It includes body language, gesture, posture, eye contact, facial expression, silence etc.
- 33. Facial Expressions • Facial expressions are responsible for a huge proportion of nonverbal communication.1 Consider how much information can be conveyed with a smile or a frown. The look on a person's face is often the first thing we see, even before we hear what they have to say
- 34. • Deliberate movements and signals are an important way to communicate meaning without words.Common gestures include waving, pointing, and using fingers to indicate numeric amounts. Other gestures are arbitrary and related to culture Gestures
- 35. Positive Gestures Receiver Point of view • Good listening gestures – Nodding head convey agreeing to the speaker in upward direction. • Eye contact • Leaning little forward towards the speaker. Speakers Point of view • Keeping hands open • Impressive walking like head upward, swinging of hands, eye looks upward and straight.
- 36. Negative Gestures • Hand in packet • Scratching head • Covering Mouth • Biting the nail • Pointing someone • Offenly setting hairs • Continue the work while some taking • Whispering in gathering
- 37. Paralinguistics • Paralinguistics refers to vocal communication that is separate from actual language. This includes factors such as tone of voice, loudness, inflection, and pitch. • “Not only what you say , but how you say it also matters “
- 38. Voice Qualities a. Voice Volume b. Rate of Speech 150/m c. Pitch d. Rhythm e. Pause f. Pronunciation Voice Qualifier Temporary changes in pitch, volume and speed of the voice. Vocal Segregate Filtering/ non fluency – uh, um, uh-huh etc.... Vocal Characteristics Crying, laughing, etc..
- 39. Body launguage
- 40. Postures The way we carry our self is posture. Way of sitting, standing, walking etc..
- 41. i. Erect posture – High spirit, high energy and confidence. ii. Slump posture – Low spirit, low energy and confidence. iii. Crossed arms – Defending or pretending
- 42. iv. Uncrossed arms – Interest level and willingness v. Leaning forward – Concentration, attention is more vi. Leaning backward – Boreness, Frustration
- 43. • Our choice of color, clothing, hairstyles, and other factors affecting appearance are also considered a means of nonverbal communication Appearance
- 44. Kinetic (body movements) Occulesics(eye behaviour)
- 45. Chronomics (Time) Olfactics (Smell) What would you prefer?
- 46. Distance (Proxemics) Haptics (Study of touch)
- 51. Guidelines for developing Non-verbal communication • Maintain comfortable eye contact • Learned to interpret other • Develop self awareness • Ask for feedback • Videotape yourself and improve • Pay Attention to Nonverbal Signals • Focus on Tone of Voice • Use Signals to Add Meaning • Practice, Practice, Practice • Focus on body movements, posture, gesture, facial expressions • Attention towards tone, touch, space • Learn to manage stress in the moment • Develop your emotional awareness
- 52. Can you guess?
- 53. Answer: • Turkey: You get nothing from me • Commonly: Stop, enough • W.Africa: You have 5 fathers!
- 54. Can you guess?
- 55. Answer: • Turkey: Right wing political party • Commonly: OK • Japan: Five
- 57. Handshakes
- 59. Difference between verbal and non verbal communication Basis Verbal communication Non-verbal communication Meaning The communication in which the sender uses words to transmit the message to the receiver is known as verbal communication The communication that takes place between sender and receiver with the use of signs is known as nonverbal communication Types Formal and informal Body language, gesture, posture, facial expressions, silence, kinetics etc.
- 60. Basis Verbal communication Non-verbal communication Chances of transmission of wrong messages Rarely happens Happens most of the time Documentary evidence Yes, In case of written communication No Advantages The messages can be clearly understood and immediate feedback is possible Helpful in understanding emotions, status, lifestyles and feelings of the sender Presence The message can be transmitted through letters, phone calls etc. So sometimes personal presence of the parties doesn’t make any change The personal presence of both the parties to communicatcommunicatio n is a must
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