Verbal

&
Non-verbal communication

Verbal
Verbal

We may often think that, having good

communication skills is all about the ability to
speak well..
Or all about SPEAKING.

But only 50% right.

Because.
Verbal Communication has another very
important part LISTENING.

Speaking + Listening = Verbal Communication.

Verbal communication can be defined as

communicating your thoughts through words.
Such thoughts may be ideas, opinions, directions,
dissatisfaction, objections, your emotions and
pleasures.

The basis of communication is the interaction

between people. Verbal communication is one way
for people to communicate face-to-face. Some of
the key components of verbal communication are
sound, words, speaking, and language.

Oral Communication

All communication is essentially

conversational in nature and has a social
purpose. Whenever people get together,
there is bound to be face-to-face
communication in which they will share all
sorts of ideas, opinions, feelings, etc.
The origin of grapevine lies here.
Side by side, in addition to the informal
oral communication various kinds of
formal oral communication takes place.

Merits

It provides immediate feedback and

clarification.
It is also very economical both in terms of
money and time.
It is the most effective tool of persuasion,
resolving a conflict will not be possible in
the absence of oral communication.
It builds up a healthy climate in the
organizations by bringing the superior and
subordinate together.

Demerits

Oral messages cant be retained for a long time. They

cant be found in record-books and we can't refer
back to them.
In the absence of a taped or written record, oral
messages do not have any legal validity.
Oral messages can lead to misunderstanding if the
speaker has not carefully organized his thoughts or
the listener misses the message on account of his
inattentiveness.
Much depends upon the length of the message. If it is
long it is not suitable for oral transmission. There are
chances of something vital getting dropped or
misconstrued.

Written communication

The combination of characters or letters

into words, words into sentences and
sentences into paragraphs builds up written
communication.
Written communication is a creative activity
as it is more specifically, more carefully
thought out than oral communication which
is based on spontaneous reaction to signs
picked up from outside.

Written communication

Another feature of written

communication is the Time factor
involved.
Some delay necessarily takes place &
there is no fixed time limit to this delay.
It has fewer cycles than face-to-face
oral communication.

Merits

It provides records & references .

Maintenance of records, letters, reports and
memos builds up legal defenses of the
organization.
Written communication promotes uniformity in
policy and procedure. It is the only means of
laying down clear guidelines for the working of
the organization.
It gives access to large audience through mass
mailings.
It has the advantage of being accurate and
unambiguous.

Limitations

It builds up unmanageable clutter of papers

and files.
It costs a lot to the organizations.
It is time consuming.
Immediate feedback is not possible.
It is costly in terms of money and manhours.
It becomes ineffective in the hands of
people who are poor in expression.

Comparison
Point of difference

Oral Communication

Written communication

Nature

Informal with personal

touch

Formal without personal

touch

Speed

Fast

Slow

Flexibility

High

Low

Record

No record

Permanent record

Feedback

Immediate

Delayed

Suitability

For short and simple

messages

For lengthy messages

Gestures

Can be used

Cant be used

Cost

Low

High

Nonverbal
Nonverbal

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Verbal
Communication

The words we
use

Nonverbal
Communication

Bodily actions and

vocal qualities that
typically accompany a
verbal message

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Non -Verbal Communication is the message or

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

Actions speak louder than words.

There is a distinction between the meanings we give in

words and the meanings we give off in NV signals
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Non -Verbal signals are unconscious parts of our

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

In fact, it is the most basic part of our personality.

Behavior has no opposite, i.e. there is no such thing as

non-behavior.

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NVC is the unspoken communication that goes on in

every Face-to-Face encounter with another human being.

It is recognized as the route to discover what the other

side wants, without them ever saying it, like a secret way
into their soul.

NVC stands for the innermost, instinctual form of human

communication.
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Intentional or unintentional

Ambiguous

Primary

Continuous

Multichannel

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To provide information

To regulate interaction

To express or hide emotion and affect

To present an image

To express power and control

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Facial expressions or gestures that are used to control or

regulate the flow of a conversation

Microsoft Photo

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Facial expressions and

gestures that augment the
verbal expression of feelings.

Microsoft Photo

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Kinesics
Artifactual Communication
Paralanguage
Vocal interferences
Spatial Usage/ Proxemics
Self-presentation cues

thingg
EEvveeryrythin
t
s!
eexxcceeppt theewwoord
rds!
th

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The bodily gestures, postures, and facial expressions by

which a person communicates nonverbally with others
KINESICS:
POSTURE
GESTURE
FACIAL EXPRESSIONS
GAZE / EYE CONTACT
TOUCH

Body language and kinesics are based on the behavioral

patterns of nonverbal communication, but kinesics is still so
new as a science that its authorities can be counted on the
fingers of one hand ."
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BODY LANGUAGE

1.Facial expression(s)
2.Eyes
3.Lips
4.Arms
5.Hands
6.Fingers
The Face
The face is an important source of information.
Since the face cannot be easily hidden, it is an important source of nonverbal information
and communicates a variety of emotions.
In addition, eye contact, pupil size, and the smile provide additional cues to informed
observers.
Eyes

Centered -----Focused

Gazing Up -----Thinking

Gazing Down -----Shame

Gaze on the Side ----- Guilty

Wandering ----Disinterested, Bored

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Lips:

Parted ---- Relaxed, Happy

Together ----Possibly Concerned
Wide Open----Very Happy / Very Angry

Hands :

On Top of the Head ---- Amazement

Scratching Head ----- Puzzled
Rubbing Eyes ---- Confused, Tired
Rubbing Chin ----- Thinking, Timid, Shy

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Microsoft Photo

Touching and being touched

are essential to a healthy life.
Touch can communicate
power, empathy,
understanding.

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Pitch
Volume
Rate
Quality
Intonation

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Extraneous sounds or words that interrupt fluent speech

uh, um
you know, like
Place markers
Filler

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 Proxemic cues, including the treatment of space and territory

influence interaction and help define the communication
experience.
Edward Hall says there are four different distances that we
keep between ourselves and other people:
Intimate distance-0 to 18 inches
Personal distance-18 inches to 4 feet
Social distance -4 to 12 feet
Public Distance -12 feet to the limit of sight.

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Your office
Your desk
A table in the cafeteria that
you sit at regularly

Microsoft Photo

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Yellow cheers
and
elevates moods

Red excites
and
stimulates

In some
cultures
black suggests
mourning

Blue comforts
and
soothes

In some
cultures
white suggests
purity

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Physical Appearance
Endomorph
Mesomorph
Ectomorph
Time (Chronemics)
Monochronic
Polychronic
Olfactory Communication

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Artifactual communication, is an integral part of the

nonverbal package.

It includes the use of personal adornments such as

clothing, jewellery, makeup, hairstyles, and beards.

People are apt to make inferences about us based on the

way we dress.

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What message do you

wish to send with your
choice of clothing and
personal grooming?

Microsoft Photo

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How do we manage and

react to others
management of time
duration
activity
punctuality

Microsoft Photo

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Nonverbal Signals

Microsoft Photo

Vary from culture to culture

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Gender, Diversity, and Technology

The use of nonverbal cues is affected by variables such

as gender, culture, and technology.

The ways men and women use nonverbal cues reflects

societal practices.

To a large degree, people modify their use of nonverbal

cues depending on the culture they belong to or identify
with.

Nonverbal communication is also affected by whether

communication is occurring on-or off-line.
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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
In Malaysia the thumb is used to
point rather than a finger

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When sending messages

Be conscious of nonverbal behavior
Be purposeful in use of nonverbal
Make sure nonverbal are not distracting
Match verbal and nonverbal communication
Adapt to the situation

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When receiving messages

Dont automatically assume
Consider gender, culture and individual differences
Pay attention to all aspects of nonverbal communication

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Some MoreTips to improve Non-Verbal Communication

Positive NV behavior improves your non-verbal communication
effectiveness.
You can improve your effectiveness as a non-verbal
communicator by observing and analyzing both the physical
environment of interactions and the body language, appearance,
gestures, vocal cues, eye contact, and touching behavior of the
participants.
Inculcate positive Body Sport.

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