MBA First Semester (Business ( ication and Soft Skills) INTUK. UNIT 3 Non-verbal Communication and Body Language PLT NENT TTS A sity Veen ene) As the human brain developed over a period of time, it became sensitive towards various sounds and events happening around it, which in turn gave rise to different forms of communication. In many historical records, it is found that different forms of communication such as pictorial, oral, and written communication were evolved progressively over a period of time. Various individuals exhibit different forms of communication which largely depend on the nature of the message and its background. Communication is also governed by the selection of communication channel and the methods of communication, There are mainly two forms of communication which are stated below: 1) Verbal communication, and 2) Non-verbal communication. 3:2eaV ERBAL'COMMUNICATIO! 3.2.1. Introduction Verbal communication is the communication in which some type of language is used. The most powerful tool of communication is language because the messages and ideas can be conveyed very easily with the help of it provided that all the parties are familiar with the language which is being used. jon which involves the use of various written or spoken words is tion of Therefore, any type of communica referred to as ‘verbal communication’. Words represent the most powerful and precise combin symbols, This is the reason why words (either orally or in written form) are used in all types of formal communication. A particular message in verbal communication is transferred through the use of language and different sounds Various ideas, concepts, or thoughts can be expressed with the help of verbal communication and it is one of the crucial elements of teaching and learning process. In the process of expressing the ideas between two or more individuals, verbal communication is the fundamental mode of communication along with the non-verbal forms of communication, 3.2.2. Characteristics of Verbal Communication Main characteristics of verbal communication are described belo 1). Specialisation and Productivity: For every type of situation, a specialised form of communication is used. It facilitates the birth of creative responses. Generally, new words or sentences are introduced in every communication. Therefore, itis productive in nature, ations, i.e. 2) Displacement: Verbal communication includes communicating about remote concepts and si speaking about future or past as simply as the present. Language has the capability of dislocating the various statements and concepts which are stated in the present context ata certain location and it can affect any other place next day.Non-verbal Communication a ation and Body Language (Unit-3) : 3) Quickly Diminishing: Vocal sounds have a very l st ited life span, i., they diminish very fast. As soon aS retianspeechte. they shouldbe received otherwise they Pll be lost, Among all the communication } speech signals are characterised with leas lifespan 4) Arbitrariness: Verbal si things are not poss ; any physical properties or traits of concerned Signals are unpredictable in natu ed by them, 5) Cultural Transmission: of human language. As the results of cultural sj humai Cultures and traditions are the prime determinants which can spread any kind any human language can be learnt by any normal individual, this fact reflects read of language. With some practice, all the languages can be inherited by 3.2.3. Types of Verbal Communication Verbal communication can be divided 1) Oral Communication: mnge of ve bal The exchange of verbal informatic iver i S A ve jon between the sender and the receiver is known a oot communication or verbal communication. This type of communication is more genuine and faster than the written communication but itis considered to be as informal 2) Written Communicatio: itn ( ‘The communication that takes place with the help of written symbols, either hand written or printed, is known as written communication, The elements that facilitate written communication are memos, letters, bulletins, circulars, instruction booklets, reports, manuals, handbooks, magazines, etc. 3.2.4. Advantages of Verbal Communication Verbal communication possesses the following advantages: 1) Itis not a time consuming process. 2) Itis cheap and effective. 3) Control and persuasion can be done with ease through speech. 4) Different shades of meaning can be conveyed by varying the pitch, tone, and intensity of voice. 5) Itprovides prompt feedback. 6) Spontaneous clarification and feedback can be received by the employees. 7) Cordial relations can be maintained with the help of informal oral communication. 3.2.5. Disadvantages of Verbal Communication. Verbal communication is disadvantageous because of the following reasons: 1) For individuals who are at a distance, verbal communication is not possible without the use of any mechanical equipment. 2) Oral transmission is not suitable for long messages. 3) The lifespan of verbal messages is very short. 4) Unless verbal messages are recorded or taped, they do not have any legality. 5) There is a great chance of misunderstanding in verbal communication despite having many instances to sort itout. 6) In verbal communication, one cannot be held responsible for any kind of flaws. 3.3.1. Meaning of Non-Verbal Communication Another special way of communication in which no words and sentences are used, is termed as non-verbal communication. It is also known by some other names such as indirect method of communication, communication by implication, or wordless communication. The sender can convey the message by using facial gestures and doing movements of limbs and body in a certain way. Such igne i 0 ; st s0 indicate the communication behaviour of the sender. Postures and signals ah — SS“ MBA First Semester (Business Communication and Soft Skills) INTU-k A Communication that takes place without using any words or a language can be termed as non-verbal Communication. Most of the communication that takes place among human beings is non-verbal communication, It may seem to be strange but according to a survey, about 70% of human communication takes Place through non-verbal methods. Sometimes different colours are used to send across a message. For example, in traffic signals red light indicates ‘to stop immediately’, yellow light indicates ‘to get set’, and green light indicates that one should ‘move’, Similarly, different symbols are used in traffic control and for warning people in certain conditions such as blind tum, school ahead, etc. In the same way arrows in different directions such as -», T, L, < indicate movement in respective directions. The factors that stimulate the non-verbal communication are of significance for the sender as well as for the receiver. These factors can arise from within the sender and/or from the environment where the ‘communication is taking place. In other words, non-verbal communication takes place when a sender and a receiver communicate with each other without using the words and sentences. Sometimes non-verbal communication is done intentionally whereas sometimes it is so unintentional that even the speakers and listeners are not aware of it. There are various elements that facilitate the verbal communication such as gaze, eye contact, volume of voice, vocal nuance, proximity, touch, gestures, face expressions, dress, intonation, smell or fragrance in the air, etc. G Non-verbal communication is basically divided into two categories: 1)_ Non-verbal messages produced by the body. 2) Non-verbal messages produced by the broad setting (time, space, and silence). According to Vaughan and Hogg, “Non-verbal communication is the transfer of meaningful information from ‘one person to another by means other than written or spoken”, According to Cabbab and Cabbab, “Non-verbal communication is our primary mode to communicate feelings and emotions which we usually do not express verbally”, 3.3.2. Characteristics of Non-Verbal Communication Non-verbal communication possesses the following characteristics: 1) It Primarily Communicates Emotions and Attitudes: Messages that are communicated non-verbally can convey one’s emotions such as unhappiness, praise, hatred, disappointment, etc., toward certain conditions or circumstances. One’s ideas or opinion about a topic cannot be conveyed non-verbally, 2) It Substitutes, Contradicts, Emphasises, or Regulates Verbal Messages: Non-verbal cues act as a Substitute to the verbal message. Mostly non-verbal gestures such as raising an index finger, nodding, moving ahead, bending forward, raising eyebrows, maintaining or changing eye contact, etc. regulate the flow of the communication, For example, a person may praise the cook after tasting a dish but his/her facial expression shows that the food was not as per the expectation, Often itis observed that a person's verbal and non-verbal gestures do not complement each other and act as a barrier to effective communication. 4) Non-Verbal Cues are Continuous: 1 is a matter of general observation that even if the speaker stops conversing, his/her non-verbal gestures continue to convey a certain message. When a person tries to mack a verbal message, even then it sends out a message. If there is a long silence at the dining table thea it clearly tells, without using any words, that there is some issue between the family members. 5) Non-Verbal Communication is viewed as more Reliable: Non-verbal cues are considered more reliable in cases where any mismatch between verbal and non-verbal message of a speaker occurs. People tend to believe only non-verbal communication as they cannot be imitated and are real.— — Non-verbal Communication and Body Language (Unie-3) 85 ©) Non-Verbal Cues are Culture Bound: itures of the world and correctly convey positive an Non-verbal gestures generally cut across the various a ast i i smile o! person always i 1d negative message in a uniform way. For example, stile However, there ae t@8 histher happiness while frowning on the other hand isan indicator of unhappincs are quite positive "ertain gestures that have different meanings in different cultures. Some gestures which in one culture may be termed obscene in another. 7) Non-Verbal ; ) aes Peat Communication is Strongly Related to Verbal Communication: Non-verbal gestures play ’stitute in order to contradict, stress, or complement verbal message. 3.3.3. _Non-Verbal Aspects of Communication The methods of such a communication are as follows: ‘Non-Verbal Aspects of Communication Body Language/ Kinesies ‘roxemicuSpace Language ——_————————_ Paralanguage HaptceTouch Language Handshakes ‘Signs and SymboluSign Language ‘Communication through Silence “Time Language Physical Appearance 3.3.3.1. Kinesics/ Body Language Kinesics or body language can be defined as an analysis of the body movement. It is a method of conveying the message without using verbal communication. This is done by using movements of different parts of the body. ‘Almost all types of human emotions such as happiness, shock, surprise, regret, fear, sadness, etc., can be conveyed through body language. These are expressed through special movements of body and its limbs as well as through facial expressions. It refers to non-verbal signs that we use in conveying a message. It presents the mental and physical capability of an individual during a non-verbal communication, Different types of gestures, eye movements, body postures, etc, are an integral part of kinesics. Such types of signals are widely used unintentionally while communicating with people and they are interpreted in a certain way during their transmission. For example, if a good boss is reprimanding his employees without showing a sign of anger on his face, it shows he te worried about the improvement of performance of his employees and it is taken positively by the concemed employees and leads to positive results. Elements of Body Language Body language can be of the following types: 1) Gestures: Gestures need not only emanate from the face or the eyes, other parts of the human body also represent gestures. This can be in the way the individual moves his arms, his feet, his torso, etc. Gestures play a big role in communicating a message without use of words. For example, if one shows a thumb and a forefinger touching to make a circle it means OK. In the same way, if one founds a fist on the table, it signifies anger while a forefinger held high above the head shows ‘Number-1°. Similarly, if one’s arms are spread apart these convey the meaning of ‘wide’ and if one shuffles from one leg to another it shows one’s nervousness. Similarly one is understood to be in ‘tension’ or ‘intense’ if one’s torso is erect and bent slightly ahead, 2) Facial Expressions: There is a saying that “the face is the i ” reflects what our innermost feelings are. These epee ra Rete a ae re Saas interaction. A lot of information can be passed on through expressions with cong a worl, For example, facial expressions can convey a variety of emotions like delight, surprise, pie, stsfation 1.86 . MBA first Semester (Business Communication and Soft SKils) INFU-K communication. In fact when we 1e message that is being 3) Eye 7 ‘ye Contact: Eye contact has a great deal of importance in the art of movement of eyebrows ‘communicate wi 4 tomenined theo someone we rely a lot on eye contact to gauge the meaning of th sag emited. The movement of eyes, eye balls, dilation or contraction of eye pupils, eyelids convey the deepest feelings of one’s mind. josture reveals a lot about an ‘The p the kind of control that 4) Posture: Posture refers to the way a person stands, walks and sits down. te but also t individual. It is not just a reflection of the person’s attitude and mental stat he has on the topic that he is speaking. play in communication. The dress includes 5) Dress Code: The dress that the person wears also has a role £0 s the clothes that a person is weaving, the hairstyle, any accessories that one uses like wach jewellery, perfumes ete. Though they may seem to not have a direct bearing on body language Put they have a deep impact on the way the body language is perceived by the audience. Importance of Body-Language ing and ts 1) Regulates the Flow of Cesamunication: Body language has a very important role of reguatng am the ee ey aication For example, when two or more people interact, the body language cuts indicate when the communicator has started and finished speaking. an also be used as a substitute of verbal iho is not interesting or tends to be boring, one 2) Substitutes Verbal Communication: Body language Jancing at the watch or looking in some other communication. For example, while talking with a person w! can utilise body language to convey one’s lack of interest by 2! direction. Jhronised with our verbal communication. At 3) Conflicting: Sometimes the body language is not syncl Koments like this there can be a conflict. For example, you may tell someone that they made a grest presentation but our body language may convey a totally different meaning, At moments Tike this people tive greater importance to the body language than the words that are spoken. 4) Accenting/Moderating: Body language also plays a role of magnifying or moderating verbal communieation. For example, a person may use a finger or a pointer to point something that is important in ‘a presentation, Similarly a person may touch the arm of a child to point out a mistake. Guidelines for Body Language The guidelines for body language are as foll 1) Doing the Power Pose: People can pei standing firmly. Doing this for one to two minut 2) Increase the Energy Level: Different persons fee! energy in different forms. People may feel highly energetic about themselves may rate their energy levels to the fullest (8 or 9 out of 10). But others may not rate their energy levels to that extent. Thus, an individual should increase his/her energy levels. lows: sform a power pose by spreading their arms out or upwards and es will significantly boost up their confidence. 3) Try to Smile in Tough Situations: One should smile even in tough situations instead of frowning, grimacing or glowering as these adverse facial expressions increase the stress levels in one’s brain thereby making the person think that everything is difficult. Consequently, the person loses temper in no time, 4) Act as Supermodel for Reducing Conflict: Here, acting as supermodel means to stand at a particular angle like a supermodel stands on a camera. In order to avoid the natural risk of face-to-face clashes, people ‘must imitate supermodels and stand at an inclined angle with each other. 5) Never Raise Arms over the Shoulders: People should imitate famous speakers like Steve Jobs during presentations and never lft their arms over their shoulders. tural: The words of a person can be more effective when they are supplemented with correct People should act and talkin professional situations in the same way as they do naturally. This "m think more clearly, feel more assertive, stay in better pace and use natural punctuations ina better way. 6) Act Na gestures. will make them thin! thereby communicatingNon-verbal Communic: ‘on and Body Language (Unit-3) : 7) Using Props: Usuall slanted. forward questions and '. People show a defensive or resisting posture when they sit or stand with their heads 24 hands folded. Therefore, the speaker can involve the audience by asking them aking them raise their hands so that they open-up and become more engaged. 8) Making Eye Contact: Most people tend to look up, down or away when they start to speak, thus losing their exe contact. In order to avoid this. the speakers should take a pause, look away, appear attentive and then continue to make eye contact once they stat to speak. 3.3.3.2. Proxemies/Space Language Seana the Study of understanding the way people uilise the physical space around them and what rete Baiiwean fie a ut them. Personal space feature can be defined as an invisible boundary that people and other people. Four feature space categories or zones are shown in Figure 3.1. Public distance Social distance Personal distance LZ. Figure 4.1: Personal Feature Space Categories Usually, the people reserve their intimate zone for close relations and friends, which include a radius of up to 18 inches around them. The personal space, which may exceed from 1'/; to 4 feet, also involves family members and friends. Cultural variations also influence the personal space of people. Some cultures are more open for intrusions into an individual's personal distance zone than the other cultures. Social distance zone of people generally extends from 4 to 12 feet, Most of business transactions are held into this zone. Public distance zone extends from 12 10 25 feet, which is the farthest zone at which one can communicate face-to-face effectively. Hence, after observing the physical space between two individuals, the relationship between them can be evaluated. Importance of Proxemics 1) The knowledge of proxemics can be useful in designing of an office or the way a commercial outlet is planned 2) Proxemics also helps in selecting the colour combination that should be used in workplaces, The study of this science helps to develop an understanding of the impact of various colours on the behaviour of people when keeping factors like culture, behaviour, perception, etc., in mind, 3) Itis also helpful to an individual to create a good account of himself in a professional and personal life. 3.3.3.3. Paralanguage Paralanguage can be defined as the meaning that is derived from how a message is said whereas oral communication deals with the content of the message. This feature explains the difference as well as the association between paralanguage and oral communication, ‘One cannot use paralanguage without using oral language, This relation between the two is similar ¢0 the one Which exists between computer software and hardware, They do not have any value when separated from each other, This method helps in finding out the purpose for which a statement i meade.