what is communication and what role does non-verbal communication play in an organization?

1. NON-VERBAL COMMUNICATION
IN ORGANIZATIONS
Zareen Khan
Ifra Qureshi

2. COMMUNICATION
The Dissemination Of Messages To One Or
Mass Audience Through A Medium.
– Sender (encoder)
– Message (content)
– Medium (channel)
– Barrier (noise)
– Receiver (decoder)
TYPES:
– Verbal: communication with words, sounds, language and speaking.
– Non-Verbal: communication with actions or body language.

3. ORGANIZATIONAL COMMUNICATION
ORGANIZATIONAL COMMUNICATION
• Apropos organizational development, communication
is a precondition.
• Purpose: To influence the action towards the
organizational benefits.
– Example: linking the employees together for the fulfillment
of common goals.
EFFECTIVE COMMUNICATION = EFFECTIVE MANAGEMENT

5. NON-VERBAL COMMUNICATION
• Dissemination of wordless messages.
• Difference between the spoken words and our
understanding of what they say.
• Non-Verbal Signals:
– Matched: increase trust, clarity, and rapport;
– Mismatched: generates tension, complexity and mistrust
• Example: gestures, expressions, postures or even the tone
of the voice.

6. NON-VERBAL COMMUNIATION: ORGANIZATIONS
• Managers: Effectively lead other employees and team members.
• Team members: To communicate information to individuals
inside/outside the business, (clients, competitors or colleagues).
• Importance:
– Powerful: express inner feelings (meeting attention)
– Creates first impression (business interviews)
– Cultural differences (cracking deals)
– Genuine: cant be controlled easily
– Interpretation of messages (eye contact or facial expressions)

7. FEATURES: STATIC
• Distance: The distance one stands from another.
– Sign of attraction/reflect status etc.
• Orientation: Face-to-face, side-to-side, or even back-to-back.
– Cooperating people sit side-by-side/competitors face to face.
• Posture: Lying down, seated, or standing.
– Degree of formality/degree of relaxation.
• Physical contact: Shaking hands, 5 senses, hold, push/pull,
head nod or pat on the back.
– Element of intimacy or a feeling of (or lack of) attraction.

8. FEATURES: DYNAMIC
• Facial Expressions: A smile, frown, raised eyebrow, yawn,
and sneer all convey information.
– Change during interaction and are monitored.
• Gestures: Hand movement, clenched fist etc.
– When talking: confident/idiosyncratic .
• Looking: Eye contact.
– Conveys emotion, signal when to talk or finish, or aversion and
suggests interest or boredom.

9. “. . . the exchange of messages primarily
through non -linguistic
means, including: kinesics (body
language), facial expressions and eye
contact, tactile communication, space
and
territory, environment, paralanguage
(vocal but non -linguistic cues), and the
use of silence and time”.
- Tortoriello, Blott, and DeWine

10. Types: KINESICS
(Body Language & Posture)
• First used by Ray
Birdwhistell 1952
(anthropologist)
– how people communicate
through posture, gesture,
stance, and movement?
• Voluntary or Involuntary
• Example: feelings or
attitude, (a happy girl).

11. Types: FACIAL EXPRESSIONS
• Communicates emotions and
communicator’s attitude without words
uttered.
– Eye contact: Understanding
• Example: Culture differences: lowering eyes
– East: conveys respect
– West: conveys diffidence.
– Sign language: eyebrow up/tilt, cheek
movement etc.
– Face overall: Feelings or condition
• Smile, Joy, sadness, happiness etc.
• Example: Angry or shocked situation.

12. Types: GESTURES
• Deliberate or on purpose
body movement or signals:
– Conveys specific message.
– different across cultures and
regions.
• Example: wink, waving,
and using fingers to
indicate numeric amounts
etc.

13. Types: PARALANGUAGE & VOICE
• Paralinguistic refers to vocal
communication.
• Expressed consciously or
unconsciously.
• 70% we communicate through
paralanguage.
• Example: Pitch, volume, tone
of speech in sarcasm and
anger etc.

14. Types: PROXEMICS AND SPACE
• How people use and perceive the physical
space around them.
• The space between sender and the receiver of
a message influences message is interpreted.
• The perception and use of space varies
significantly across cultures.
• Space maybe divided into four main
categories: intimate, social, personal
& public space.
• Example: Class or Conference rooms.

15. Types: HAPTICS OR TACTILE
• Touch communication facilitates the
sending of the message,.
• Gives emotional impact of the message
as well.
• It used to communicate affection,
familiarity, sympathy and other
emotions.
• Example: a firm handshake, a timid tap
on the shoulder, a warm bear hug, a
tap, or a controlling grip on your arm.

16. Types: CHRONEMICS & TIME LANGAUGE
• The way we perceive time,
structure our time and react
to time.
• Timing and frequency of an
action and tempo or rhythm
of communications.
• Example: punctuality,
willingness to wait,
interactions, tensions on
result day etc.

17. Types: SILENCE
• It can create tension
and uneasiness or
create a peaceful
situation.
• Positive or negative.
• Example: Boss looking
at the employees
resting.

18. Types: APPEARANCE
• Interprets cultural differences.
• Choice of color, clothing,
hairstyles and other factors as
different colors can evoke
different moods.
• Alters physiological reactions,
judgments and interpretations.
• Example: a well-groomed
employee gets a job most of the
time.

19. NON-VERBAL COMMUNIATION: FUNCTIONS
• Complimenting :
-A teacher asks if you understand an assignment. You nod your head up and down while
saying “Yes, I think so.”
• Contradicting:
-“Your mouth is saying no, but your body is saying yes.”
• Substituting:
-Emblems are nonverbal gestures that are the equivalent of words.
• Repeating:
- First, you shake your head no. Then you say, “No.”
• Regulating:
-An argument about politics starts to erupt at a party. A friend puts his hand on his friend’s
forearm to signal that he needs to calm down.

20. CRITICISM: MEHRABIAN MYTH
• The Mehrabian Formula 1967: Mehrabian’s Studies asked participants to judge the feelings
of a speaker by listening to a recording of a single word spoken in different tones of voice. He
believed messages are delivered by:
– Your words 7%
– Your tone of voice 38%
– Your body language 55%
• Criticism:
– Based on the judgment of the meaning of single tape-recorded words, i.e. A very artificial context.
– The figures are obtained by combining results from two different studies which potentially cannot be
combined.
– It relates only to the communication of positive versus negative emotions.
– It relates only to women, as men did not participate in the study.
http://www.speakingaboutpresenting.com/presentation-myths/mehrabian-nonverbal-communication-research/

21. CONCLUSION
“The most important thing in communication is hearing what isn't
said”.
- Peter F. Drucker.
“A leader’s ability to decode follower’s feelings and attitudes and
communicate support and motivation are key to their success.
Charismatic leaders are typically good at decoding the nonverbal
cues of others and are able to read and respond to the needs of
their followers”.
- Riggio.

23. REFERENCES
http://www.helpguide.org/mental/eq6_nonverbal_communication.htm
http://www.zeromillion.com/business/management/non-verbal-communication.html%20--
%3E
http://www2.andrews.edu/~tidwell/bsad560/NonVerbal.html
http://psychology.about.com/od/nonverbalcommunication/a/nonverbaltypes.htm
http://humanresources.about.com/od/interpersonalcommunicatio1/a/quotes_nonverb.htm