Notes

1. UNIT 2
VERBAL AND NON VERBAL
COMMUNICATION

2. Verbal communication (oral):
- Meaning
- Advantages
- Disadvantages
- Essentials of effective oral communication
- Types
Non Verbal communication
- Meaning
- Types ( Body Language , Para Language ]

3. Verbal Communication (Oral)
Oral communication , also known as verbal communication .
It is more natural and informal.
People spend 85% of their working time in communication. Of
this:
- 9% in writing
- 16% in reading
- 30% in speaking
- 45% in listening.
A manager should be able to converse effectively and
convincingly.
 what matters is how you say it.

4. Advantages of Oral Communication..
1. more personal and informal.
2. makes an immediate impact.
3. It provides opportunity for interaction and feedback.
4. for conveying feelings and emotions.
5. Gestures and facial expressions can be used to reinforce an oral
message.

5. Limitations of Oral Communication
1. Oral communication demands ability to think coherently as you
speak.
2. A word when uttered cannot be taken back.
3. In oral communication it is hard to control voice pitch and tone ,
especially under stress , excitement and anger.
4. While communicating orally it is very difficult to be conscious of our
body language.
5. It is difficult to express facts .

6. Essentials of Oral Communication
1. Consider the objective.
2. Think about the interest level of the receiver.
3. Be sincere.
4. Use simple language and familiar words.
5. Be brief and precise.
6. Avoid vagueness
7. Give facts
8. Use polite words and tone
9. Say something interesting and pleasing .
10. Allow time to respond.

7. Types of Oral Communication
Face to face communication:
Oral communication is best when it is face to face.
There is immediate feedback which makes clarification possible.
voice , tone , expression , eye contact , and movements add
significance to the words.
Telephone conversation:.
Clarity of speech and skilful use of voice are important.
Names and addresses communicated on the telephone are
sometimes wrongly received.
Telephone skills and manners are necessary

8. Types of Oral Communication
Presentation :
A presentation is always followed by questions from the audience .
The general tone of a presentation is serious and businesslike,
 visual aids are also used to support the oral communication.
The success of the presentation depends on the environment and the
arrangements in the room.
Public Speech:
A public speech is given to a large audience through a microphone.
It has a face to face setting but the distance between the speaker and the
audience is great ..
The purpose of a public speech may be to entertain , to encourage and
/or inspire.

9. Types of Oral Communication
Interview
Negotiation
Group Discussion
Meeting

10. Use of non verbal communication
1. Non verbal communication has an instant effect because of quicker
grasp by the receiver
2It is the best method to convey information to illiterate people, as non
verbal communication can overcome the barrier of language.

11. Types of non verbal communication
1. Body Language:
a. Appearance
b. Facial expressions
c. Smile
d. Eye contact
e. Voice
f. Energy
g. Space
h.Time
2. Paralanguage
3. Sign Language:
a. Signs
b. Symbols
c. Signals
4. Postures and Gestures
5. Attire

12. Paralanguage
 The non verbal aspects of the spoken words are known as paralanguage.
 The non verbal elements of communication used to convey an emotion,
attitude and an altered meaning are referred to as paralanguage.
 Its elements include:
- Tone
- Volume
- Pitch
- Speed
- Pronunciation
-Intonation

13. Paralanguage
Tone is the quality of the voice.
Volume is the loudness or softness,
Pitch is the high or low note on the scale , a high pitched voice is
often unpleasant
Speed is factor of speech.
Rapid speech indicates excitement

14. Paralanguage
Pronunciation means the accepted standard of the way in which a
word is said.
Correct and clear pronunciation is important
Accent is the way a person pronounces the sound of the language,
every language has its own accent
We carry our mother tongue accent to other languages we learn.
Intonation is the sound pattern of sentences

15. Paralanguage
Silence can be a very effective way of communication.
Silence is a difficult method of communication to use as it takes a
good deal of self control
Short pauses are used to emphasize a point.
Thus “Paralanguage” involves sounds like hushing , whistling and
hissing and speech alterations , like voice quality , rate of speech,
hesitations etc.

16. Sign Language
Sign :
-A sign is a mark traced on a surface or an object with a view o
indicate a particular meaning.
- A sign may give out an information , instruction or warning.
- It may also be a gesture , a movement or sound to convey something
specific.
- E.g. Priests and elders convey their blessings by placing their hands
on the heads of the people bowing to them.( Sign of blessings)
-E.g. Finger on the lips to suggest “ Keep Silent”.
- Such signs are sometimes group specific and are accepted as a
matter of convention.
- A sign may also relate to a written mark conventionally used to
convey a specific meaning.
- Such signs may be general as in case of road and traffic signs or
subject specific signs , specific to a profession E.g. mathematics ,
algebra etc.

17. Sign Language
Signal :
A signal is a sound or a movement that people make to give others
information , instruction or warning.
A signal is also understood as an indication that something exists or
something is about to happen.
E.g. signal to the waiter for a bill, signal to turn right.
Signs and signals are often used with very similar meanings.
However there is a difference: A sign is something that we find or see ,
whereas a signal is generally used for something that is done
intentionally and suggests that some action be taken in response.
Signs and signals may be explicit or in code language.
Awareness ad understanding of signs and signals makes
communication more meaningful.

18. Sign Language
Symbol :
A symbol refers to a manner of representation of ideas.
Symbols often use the power of association to convey a specific
meaning.
In modern day business , the use of a logo is also very common.
A logo is a printed design or symbol that a company or organization
uses as its specific sign.
Here are some examples of the use of symbol:
- WHITE : Symbol of purity
- LION : Symbol of strength
- ISI Mark : Symbol of quality
Use of symbols at the right places enhances the effectiveness of the
communication.
- 40 mph – Speed limit of 40 miles per hour.
- = - Equal to

19. Postures and Gestures
Posture:
 Posture is the way we hold ourselves , the way we stand or sit.
 It indicates something about our feelings and thoughts, attitudes and health.
 Posture refers to the carriage , state , attitude of body or mind.
 Stiff posture shows tension , comfortably leaning back conveys a relaxed
mood.
 Posture can indicate disregard or disrespect for others.
 Graceful posture is a great asset in any business scenario.
 Four types of postures can be easily identified:
1. Forward lean indicated attentiveness and interest.
2. Drawing back or turning away , expresses a negative or refusing
3. Expansion suggests “proud” , “conceited”, “arrogant”.
4. Forward leaning body , bowed head , drooping shoulders and sunken chest
usually convey “depressed” , “downcast”.
 Postures express attitudes , feelings and moods more clearly.

20. Postures and Gestures
Gesture:
Gestures are movements of hands / head / body ;they are a natural
accompaniment of speech.
Gesture refers to any significant movement of limb or body and a
deliberate use of such movement as an expression of feeling.
Gesture can also be understood as step calculated to evoke response
from another person or to convey intention.
People read and interpret gestures therefore these are extremely
important in organizational context.
A person who does not make any movement while speaking appears
somewhat stiff and mechanical.

21. Attire
Attire or dress is another important aspect of non verbal
communication.
The way a person dresses is often subjected to much interpretation.
Attire proclaims a person.
Appropriateness for the occasion is essential , the formality of the
occasion , the time of the day, the season , the cultural background of
the people who will be present and the conventions of your own
organization should provide good guidance.
Formal , informal or casual dressing conveys different meanings.
Important and ceremonial occasions normally call for a formal dress.
Organizations mostly have their dress codes.