VERBAL AND NON VERBAL

COMMUNICATION

QUICK RECAP

SUPREET WAHEE

Supreet Wahee
 Types Of Communication
 On the basis of organization relationship
 Formal
 Informal
 On the basis of Flow
 Downwards
 Vertical/upward
 Horizontal/Lateral
 On the basis of Expression
 Oral
Verbal
 Written Non Verbal Visual

 Gesture Non Verbal Non Verbal Aural

Supreet Wahee
Methods Of Communication
 Written Communication- Letters, circulars, Notices memos,
telegraphs, reports, Minutes ,forms & questionnaire
,Manuals , financial documents, advertisements, emails
and attachments etc .

 Oral Communication - Face-to Face ,Telephonic ,radio

broadcasts, interviews, Group Discussions ,Meetings,
Conferences & seminars ,Announcements over the public
address systems, speeches
 Visual Communication - Gestures, Facial Expressions, Tables
& charts, Graphs, Diagrams, Posters, slides, film Strips,
production drawings, computer graphics etc.
 Audio Visual Communication- Visual-Television ,Cinema
films, video conferencing and Internet video link
 Computer Based communication- Emails, Voicemail,
Cellular phones, fax.

Supreet Wahee
 Verbal communication
1. VERBAL COMMUNICATION

COMMUNICATION BY USING
A LANGUAGE IS CALLED
VERBAL OMMUNICATION.
IT IS DIVIDED INTO:

-VERBAL ORAL
-VERBAL WRITTEN

Supreet Wahee
Verbal oral
 Itoccurs through words and spoken
words. In oral communication there are
two parties involved who exchange
words through speech either through
face to face communication between
individual and individual or individual and
group.

Supreet Wahee
Benefits of oral
communication
 Immediate feedback which is the biggest
benefit of oral communication as
feedback is received immediately to both
speaker and listener.
 Time saving it is very fast and save lots of
time of organization.
 Economical as it saves stationery of the
organization

Supreet Wahee
Types of Verbal Communication

 Face-to-face
 Telephonic
 Meetings
 Group discussions
 Public Speech

Supreet Wahee
 Benefits

 Personal touch it builds a healthy

environment in the organization by
bringing superior and subordinate
together.

 Flexible involves less time and effort has to

be used and oral words can be modified
according to speaker.
Supreet Wahee
Disadvantages

 Poor retention
 No record
 Misunderstanding
 Lengthy message cannot be sent
 Lack of responsibility

Supreet Wahee
Verbal written communication
Written communication is often resorted
to by the management for message that
are lengthy and have to be made
permanent. Written communication
involve transmission of information through
letters , notices, memos ,etc

Supreet Wahee
Benefits of written
communication
 Repetition it can read again and again.
 Precision and accuracy of written
messages are prepared with due
thoughts and care.
 Permanent record are maintained for
future reference.
 Lengthy message – it is suitable for lengthy
messages

Supreet Wahee
Disadvantages
 Time consuming
 Costly
 Rigid
 Impersonal
 Delays feedback

Supreet Wahee
 Oral Vs Written
Oral
 May not be precise
 Communication is
expressed through
spoken words
 Oral communication may
not be complete .It may
difficult to understand it
 It may not be taken
seriously
 It is generally informal in
nature
 Messages may not be
verifiable
 Messages can be quickly
exchanged .
Written
 It can be precise
 Communication is
expressed in writing
 It is not difficult to
understand written
communication if it is
expressed in unambiguous
terms
 It is generally taken seriously
 It is formal in nature
 Written messages is
verifiable from the record
 Transmission of message
and response takes a lot of
time
Supreet Wahee
Choosing the most appropriate
method
Depends upon:
 The reason (eg important = written)
 The recipient (eg internal/external)
 The technology available
 The urgency of the message (eg fast =
courier or ICT)
 The complexity of the message (eg very
complex = written)
 Whether instant feedback needed

Supreet Wahee
Nonverbal Communication

ACTIONS SPEAKS
LOUDER THAN WORDS!!
Supreet Wahee
NON-VERBAL
COMMUNICATION

 Non-verbal communication is the

communication with which we convey
messages through gestures, eye access cues,
body movements, facial expressions, clothing,
and eye contacts.

 Non -Verbal Communication is the message

or response not expressed or sent in words -
hints , suggestions , indications.

Supreet Wahee
Importance Of Non -Verbal
Communication

♦ Communication researcher Mehrabian found

than only 7% of a message’s effect are carried by
words ; listeners receive the other 93% through non -
verbal means.

♦ By Birdwhistell suggested that spoken words

account for not more than 30-35% of all our social
interactions.

♦Over 65 percent of the social meaning of the

messages we send to others are communicated non
verbally.
Supreet Wahee
 NON-VERBAL
COMMUNICATION

 Non -Verbal signals are unconscious parts of

our behaviour which is a deeply rooted part
in our entire makeup.

 Infact, it is the most basic part of our

personality.

 NVC is the unspoken communication that

goes on in every Face-to-Face encounter
with another human being. Supreet Wahee
Effective Non-verbal Communication

Supreet Wahee
BODY LANGUAGE
 Body Language" The bodily gestures, postures, and
facial expressions by which a person
communicates nonverbally with others”.
Body Language ?
1.Facial expressions
2.Eyes
3.Lips
4.Arms
5.Hands
6.Fingers
Supreet Wahee
Tips to improve Non-Verbal
Communication
 PositiveNV behaviour improves your
non-verbal communication
effectiveness.
 You can improve your effectiveness as a
non-verbal communicator by observing
and analyzing both the physical
interactions and the body language,
appearance, gestures, vocal cues, eye
contact, and touching behaviour of the
participants.

Supreet Wahee
Types of Non-Verbal
Communication
 Kinesics (body language) Body motions such
as shrugs, foot tapping, drumming fingers, eye
movements such as winking, facial
expressions, and gestures
 Proxemics (proximity) Use of space to signal
privacy or attraction ,relationships ,
 Haptics Touch
 Oculesics Eye contact
 Chronemics Use of time, waiting, pausing
 Olfactics Smell
 Para Language Tone of voice, timbre,
volume, speed
 Sound symbols Grunting, mmm, er, ah, uh-
huh, mumbling
 Silence Pausing, waiting, secrecy
 Posture Position of the body, stance
 Artifactual Communication Clothing,
jewellery, hairstyle Supreet Wahee
Supreet Wahee
 Steepling Hands

This is frequently used in superior/subordinate

interaction. It demonstrates confidence and a
'know-it-all' attitude.

There are 2 versions:

1)The raised steeple - when the person is talking,

expressing their opinion
Supreet Wahee
2) The lowered steeple - when the person is listening
 Palm Gripping

This is a confidence/superiority position. The

person has their stomach, heart and throat regions
exposed which is an unconscious act of
fearlessness.

If you are in stressful situation assuming this

position can help calm you down and take control
of the situation.
Supreet Wahee
 Arms Crossed

This is a negative or defensive position.

Most people will assume this position if they

disagree with what they are hearing.

Even if someone is agreeing with you, if their

arms are crossed they will have a negative
attitude towards you. Supreet Wahee
 Mirroring Positions
This is one of the most important interpretations of body
language we can learn.

You often see two people talking, standing in the same pose.
This indicates that they are in agreement with each other,
they like each other.

If you want to establish a rapport with someone, mirror their

poses - this will have the effect of relaxing them and giving
them a non-verbal indication that you are both thinking along
the same lines. Supreet Wahee
 Cultural Sensitivity in Nonverbal
Communication

Because culture influences communication.

Different country has different culture. So the way
people in different countries communicate is
different too.
Nonverbal communication has a distinct cultural
nature

 In the United States it is a symbol for good job

 In Germany the number one
 In Japan the number five
 In Ghana an insult Supreet Wahee
 In Malaysia the thumb is used to point rather than a finger
Thank you…

Supreet Wahee