1.

Briefly describe any situation in your own experience where the communication failed because the non-verbal behavior sent a negative message. Which aspect of non-verbal communication contributed to the failure? How would you correct this?

NON VERBAL COMMUNICATION:

Meaning of Communication: The word communication is derived from the latin word Communis or Communicare which means to make common. Thus, communication means to make common facts, informations, thoughts and requirements. Communication, therefore, is the exchange of thoughts, messages, informations etc, by the way of speech, signals or writing. Definitions: According to Theo Haimann, Communication is the process of passing information and understanding from one person to another It is the process of imparting ideas & making oneself understood by others. According to Newman & Summer. Communication is an exchange of facts, ideas, opinions or emotions by two or more persons. According to Louis A.Allen, Communication is the sum of all the things which a person does when he wants to create understanding in the mind of another. It involves a systematic & continuous process of telling, listening & understanding. Meaning of Business Communication: The specific communication undertaken by the business firm is known as Business Communication. It is a special type of communication undertaken to meet the needs of the Organization. Definitons: According to R. Ludlow, Business communication is a process of transfer of information and understanding between different parts and people of a business organization. It consists of various modes and media involved in communication interchanges.

According to Dr. Heinz Goldmann, Effective communication needs to be built around simple foundation and realization, communication is a dialogue not a monologue. Infact communication is more concerned with a dual listening process.

Basic Forms of Communication:

There are two basic forms of Communication:
Forms of Communication

Verbal Communication

Non- Verbal Communication

Oral Communication

Written Communication

Non Verbal Communication:

The most basic form of communication is the Non Verbal Communication. The term non verbal means without words. Thus, non verbal communication is the communication without words. Nonverbal communication is the process of transmitting wordless signals between two or more parties. Despite not using words and in some cases sound, nonverbal communication can result in an immediate connection between sender and receiver. Examples of nonverbal communication include: a) Reading facial impressions including eye contact, b) Body language including posture, stance, and movement, c) Gestures and touch, handshakes, high fives, d) Grunts, sighs, sounds used to convey a meaning, e) Para-language, and f) Space and time language;

The concept that we can communicate something without writing it, speaking it, or showing it. For instance, buying a big house communicates social status. Classification of Non Verbal Communication: Non Verbal Communication can be broadly classified into the following categories:

PARALANGUAGE PARALANGUAGE KINESICS KINESICS NON-VERBAL NON-VERBAL COMMUNICATION COMMUNICATION HAPTICS HAPTICS PROXEMICS PROXEMICS CHRONEMICS CHRONEMICS CHROMATICS CHROMATICS

1.

KINESICS: It is a science that deals with body movements. It includes gestures, facial expressions, postures, eye movement, appearance etc. most of these body movements are instinctive and occur almost unconsciously but carry a substantial amount of the message. It is important to keep in mind that non verbal communication interpretations on the whole vary from culture to culture. 2. PROXEMICS: It studies how we communicate through the space around us. Anthropologist Edwar T. Hall classifies space in terms of distance or zones. Placing ourselves at the centre he talks bout four zones viz. intimate zone, personal zone, social zone and public zone. (a) Intimate zone This zone is generally reserved for family members and close friends. This zone ranges from a distance allowing physical contact or touch to a distance of 18 inches. In business context this takes the form of handshakes in which the distance between individuals is 18 inches or so.

(b) Personal zone This zone ranges from 180inches to 4 feet. This zone represents conversation that takes place between close friends, colleagues, associates, with whom there is a certain sense of familiarity. This can be observed when certain important decisions are being taken or when conversation is more personal in nature. (c) Social zone The distance in this zone ranges from 4 feet to about 12 feet. Most official and/ or formal interactions fall into this category. organizations happens in this zone. (d) Public zone It ranges from about 12 feet till perhaps where the eye can see. Most presentations and public speaking is done keeping this distance in mind. Space is used differently by different people in organizations. For example, in the Indian context, traditionally it is considered polite to keep a considerable distance between a senior person and yourself as a sign of respect. 3. CHRONEMICS Chronemics is the science that deals with the perception of time. It is one of the most important parameters from a business perspective. Our perception and attitude towards it is greatly influenced by the culture we belong to. Businesses worldwide lay a lot of emphasis on time and its optimal management. As managers, it is very essential to be extremely sensitive to time and the way its perception ranges from time is money to a more flexi time concept. Flexi time or stretchable time is based on a perception that relationships are more critical to businesses rather than time and therefore time is stretchable and subsequently less important. 4. PARALANGUAGE As the name suggests paralanguage is something existing on the periphery of language. It is thus closely aligned to language. In fact, all oral messages have paralanguage. Elements of language such as voice, speed pitch, pause, rhythm, volume, stress and tone comprise paralanguage. Paralanguage is the non-verbal aspect of communication. In simpler terms it refers to the tome in which a message is spoken or written. 5. CHROMATICS The use of color to communicate is not new. In fact, since time immemorial, colour has been used symbolically in different cultures. For example, the color purple has often been Similarly, white is associated with chastity or associated with royalty in various cultures. Most communication in

peace. In organizations today colour is increasingly used to express organizational culture.

BPOs/ MNCs now use bright and colorful walls and upholstery to indicate that it is a happy, cheerful and fun place to work in. Functions of Non Verbal Communication: Non verbal Communication has six specific functions: 1. To provide information, either consciously or unconsciously. 2. To regulate the flow of conversation. 3. To express emotions. 4. To qualify, complement, contradict or expand verbal messages. 5. To control or influence others. 6. To facilitate & simplify specific tasks. ADVANTAGES 1. Reliability: One advantage of non verbal communication is its reliability. Most people can deceive us much more easily with their words than they can with their bodies. Words are relatively easy to control; body language, facial expressions & vocal characteristics are not. By paying attention to these non verbal hints, we can detect deception or affirm a speakers honesty. 2. Efficient: It can be efficient from both the senders & receivers standpoint. You can transmit a non verbal message withour even thinking about it and your audience can understand the meaning unconsciously. 3. Credibility: Non verbal communication plays a role in business too. For one thing, it helps establish credibility and leadership potential. If you can learn to manage the impression you create with your body language, facial characteristics, voice and appearance, you can do a great deal to communicate that you are competent, trustworthy & dynamic. 4. Accurate understanding of Attitudes: Furthermore, if you can learn to read other peoples non verbal messages, you will be able to interpret their underlying attitudes and intentions more accurately. DISADVANTAGES: 1) 2) Nonverbal cues can sometimes contradict the intended meaning of the verbal communication It is difficult to conceal at times when the individual would like to disguise it

3) 4) 5) 6) 7) 8) 9)

In most of its forms it can only be used if those individuals you are communicating with can see you Difficult if not impossible to convey complex ideas. Useful only for small piece of information. Lack of secrecy. Gestures can be misunderstood. Lack of written proof. It fails to discuss the past events & ideas.

10) It is necessary for both the parties to face each other.

2)

What are the biggest barriers that prevent you from listening effectively?

Explain how you could overcome these barriers?

LISTENING SKILLS:
Effective listening is the process of analyzing sounds, organizing them into recognizable patterns, interpreting the patterns and understanding the message by inferring the meaning. Listening is not to be confused with hearing. Hearing is a psychological process which involves receiving the sound waves by the eardrum and transferring them to the brain. Listening is more than hearing. It involves the process of interpretation and inference. Good listening skills are the foundation of effective human relations. Good listeners can be good negotiators and can handle crisis situations successfully. Listening Process: For listening to be effective & meaningful, the process of listening should involve hearing, filtering, comprehending, remembering & responding. These, in fact, can be called the five steps of listening. Hearing is the first essential step in the listening process & relates to sensory perception of sound. The listener further processes the perceived sound. The next step involves sensing & filtering of heard sound. The heard message is categorized as wanted & unwanted, useful or useless. The unwanted message is discarded. The next level of listening the next level of listening consists of comprehending or understanding. The listener understands or interprets what the speaker has tried to convey. This activity can be described as absorbing, grasping or assimilating. For grasping, the meaning of the message the listener uses his knowledge, experience, perception and cognitive power. The verbal and auditory message is coupled with non-verbal communication to understand it. Remembering relates to a process whereby the assimilated message is stored in memory to facilitate future recall. Remembering assumes significance because many times messages received are not meant for immediate consideration but for future use. For listening to be completed a response is important. Responding to a message may take place at the end of the communication, earlier or later. When it is stored for future uses response may take place later. However, if there is a need to seek clarification or need to empathise with the listener, it may take place earlier. Responding may also take the form of prodding or prompting that the message is being received and comprehended.

BARRIERS TO EFFECTIVE LISTENING There are many factors that hamper or act as barriers to effective listening. impediments to effective listening can be classified into: Physical Barriers:Noise, poor acoustics, malfunctioning of the mechanical devices being used, frequent interruptions and uncomfortable seating arrangements are physical barriers which hamper effective listening. The first step in the listening process is hearing. Extraneous noise disturbs the hearing process. It disturbs both the listener and the speaker. Poor acoustics of the room or uncomfortable seating arrangements may make it difficult for the listener to concentrate on the speaker. An interruption by people or the telephone while someone is speaking to you disturbs the concentration of the listener, frustrates the speaker and makes the listening process less effective. Both the speaker and the listener influence the communication process. People related barriers can be both physiological (state of health, impairments and wandering attention) and psychological, i.e. related to attitudinal and behavioural factors. State of Health:The physical condition of the individual affects their listening ability. Fever, pain or any other form of bodily discomfort makes it difficult for an individual to listen attentively. Similarly, poor health conditions of a speaker reduse his ability to speak will and this in turn reduces the listening efficiency of the listener. Impairment:These