Broadly, communication may be divided into two areas – verbal and non-verbal communication.
Verbal communication, or communication through words, provides the opportunity for personal contact and two-way flow of information. A large part of our communication, whether at work or outside, is verbal in nature. Verbal communication in turn, may be divided into two areas – oral and written communication.
Oral communication may be defined as a process whereby a speaker interacts verbally with one or more listeners, in order to influence the latter’s behavior in some way or the other.
Oral communication in a business context can take the form of meetings, presentations, one-to-one meetings, performance reviews and so on.
Written communication is a process whereby a writer interacts verbally with a receiver, in order to influence the latter’s behavior.
Written communication at the workplace can take several forms such as letters, memos, circulars, notices, reports and email. We will examine some of these in more detail in later chapters.
Non-verbal communication, on the other hand may be defined as communication without words. It refers to any way of conveying meanings without the use of verbal language. The game of “dumb charades” is a perfect example. Non-verbal communication is generally unintentional, unlike verbal communication. All of us tend to communicate silently and unknowingly send signals and messages by what we do, apart from what we say. Gestures, facial expressions, posture and the way we dress, are all part of non-verbal communication.
Non-verbal communication can have a greater impact than verbal communication, since “how you say something” is sometimes more important than “what you say.” Although non-verbal communication can affect both our personal and business relationships, it is particularly important in the workplace.
Verbal Communication
We communicate most of our ideas to others through verbal messages, i.e., through spoken or written messages. However, verbal messages have some drawbacks – the message may not be properly worded, or the message may be misunderstood, or interpreted differently from its intended meaning.
Avoid Words with Multiple Meanings: Words sometimes tend to have different meanings in different cultures.
Therefore, when communicating verbally, it is important to use words that are precise, unambiguous and have a single accepted meaning.
Ensure Clarity through Highly Specific Statements: Instead of describing an object or idea in general terms or in abstract language, use highly specific language to avoid a variety of interpretations.
Avoid overuse of Jargon: Jargon refers to technical terms or specialized vocabulary. Every profession has its own jargon which only experts in that field can understand. For example, IT experts use terms like “computer architecture” which the layperson may not understand. The use of jargon depends on the audience with whom you are communicating. A certain amount of jargon may be permissible when writing a technical report for example, but should be avoided when communicating with a general audience, since the terms may not be understood. Above all, never use jargon just to impress your audience.
Avoid Biased Language and Offensive Words : Language has the power to arouse negative feelings, if it is not used with care. This can happen when the words used seem to be objective, but actually contain an intentional or unintentional bias.
For example, referring to a co-worker as “wishy washy” if he is not quick in making a decision, could lead to misunderstanding and conflict. Similarly, certain words may have a “sexist” connotation and be taken in an offensive way – for example, referring to a lady receptionist as “that female.”
Non-verbal Communication
We have defined non-verbal communication earlier in this unit. Let us now take a look at some of its characteristics, which distinguish it from verbal communication.
* Non-verbal Communication Cannot Be Avoided – While one can avoid verbal communication by refusing to speak or write, it is not possible to do the same with non-verbal communication. That is because non-verbal communication is not always intentional, unlike verbal messages, as pointed out earlier. Sometimes, silence itself may convey a lot of meaning.
Example – A speaker making a presentation may find that the audience is not very interactive. Instead he notices people yawning during his presentation. At the end of the session, when he asks for some feedback, there is total silence.
The message conveyed in the above example is that the audience is bored with the session. The silence indicates that they have not listened to the session and that the feedback is negative.
* Non-verbal Communication is Powerful – Non-verbal communication helps us to form first impressions and make judgments of others. First impressions generally tend to be lasting impressions.
Let us say you go for a job interview fifteen minutes late and dressed in informal attire. When asked some questions, you avoid eye contact. This immediately reflects on your attitude and the impression formed of you is that of a person who takes things casually, is insecure and lacks knowledge.
* Non-verbal Communication is Ambiguous – While precise words can be used in verbal communication to ensure that that the message is clearly understood, non-verbal communication is not always clear and easy to understand.
For example, sitting back in a relaxed posture may be a signal of boredom or fatigue. Similarly, avoiding eye contact with your audience could mean that either you are nervous or guilty of something!
Therefore it is not possible to accurately understand the messages conveyed by non-verbal behavior.
* Non-verbal Communication Cannot Express All Messages – Non-verbal behavior can only express a person’s feelings, attitudes, level of interest, liking or dislike for something. Certain messages about ideas or concepts can only be expressed through the spoken or written word. Consider the following example-
A sales manager wanting to report that sales for the current year has exceeded targets, can only do so through a written report or oral presentation. If he is making an oral presentation, his non-verbal behavior can only indicate how pleased he is about the increase in sales.
*Non-verbal Communication Varies Across Cultures – While certain types of non-verbal behavior are universal, others may be different in different cultures.
Examples – There are different rules regarding the appropriateness of the handshake in oriental and western cultures. Generally, in oriental cultures like India, any form of physical contact is not common and is interpreted as being intimate, while it is an accepted thing in western countries.
Similarly, a nod of the head means yes in some cultures and no in other cultures.
In this age of business communication across cultures, it is important for you to understand these differences, especially when doing business overseas. Failure to do this could lead to costly blunders.
Classification of Non-verbal Communication
We have seen how non-verbal communication plays an important role in business communication. Given its importance, an understanding of the different types of non-verbal communication is essential. There is a common misconception that non-verbal communication is synonymous with body language and includes only body language. The fact is that it is a vast area which has been widely researched and includes several aspects. The table below lists the different types of non-verbal communication, with the corresponding communication terminology-
1. Kinesics – This is the most often studied and important area of non-verbal communication and refers to body movements of any kind. Different body movements can express inner states of emotion.
Facial Expressions can convey feelings of surprise, happiness, anger and sadness. If you meet a long lost friend and say “ I’m very happy to meet you again”, but with a sad facial expression, it conveys the exact opposite meaning.
Eye Movements, such as wide open pupils express feelings of surprise, excitement or even fear. The importance of eye contact with one’s audience was pointed out earlier. Direct eye contact is an indication of intensity and interest, while lack of it can convey feelings of nervousness and guilt.
Gestures, such as movement of the hands while giving a lecture or presentation indicates a high level of involvement in what you are saying. On the other hand, shuffling of the feet is a sign of nervousness and speaking with one’s hands in one’s pockets is considered to be casual or even rude.
Head Movements like nodding the head can convey interest, appreciation, agreement or understanding.
Body Shape and Posture – Body shape is not within one’s control but can be stereotyped to convey certain meanings. For example, someone who is strong and muscular is generally thought to be athletic, as opposed to a person who is short and fat!
Posture on the other hand is within our control. In formal settings such as job interviews or classroom settings, it is essential that you maintain an erect posture to convey that you are attentive, since slouching or a relaxed posture conveys a casual attitude.
Physical Appearance – Our outward appearance, including the way we dress and the jewelry and make-up that we wear can convey an impression of formality or informality. Going to a job interview dressed in blue jeans or not sticking to a stipulated dress code at the workplace can convey that you are a rebel, non-conformist or a very casual person.
Therefore, it is important to take care of your appearance, so that you convey the right meaning to others.
2. Proxemics – Proxemics is derived from the word “proximity” or closeness and is the communication term for personal space and distance. The space and distance which we choose to keep from people is also part of non-verbal communication. Each of us has our own inner and outer circles, which differ for different people.
Our inner most circle is an “intimate space”, into which we generally admit only select people such as family and close friends. Next comes a “personal space” which might include other friends and colleagues or coworkers. These two spaces involve communication of an informal nature.
Most of us also have a “social and public” space, which includes official or workplace relationships, where the communication is of a more formal nature.
In a business context, it is more relevant to understand the concept of “fixed space” and “semi-fixed” space.
Fixed space means that the physical features of the work environment such as furniture, room size and seating arrangement are permanent.
This conveys an impression of formality. On the other hand, semi-fixed space means that certain elements of the environment can be changed – for example, the seating arrangement could be changed and this conveys an impression of informality.
Sometimes, use of space at the workplace can determine leadership positions. For example, seating at the head of the table conveys leadership or authority. A round table meeting, however, conveys the idea of equality, since no one can be seated at the head of the table! All points of a circle are the same. That is why when heads of state meet (as in UN Security Council meetings), it is always a round table discussion, since all heads are equal.
Space should therefore be used carefully in a work environment, so as to convey the right impressions.
3. Time Language – This refers to the meaning or importance attached to time and varies between different people. One person may value time more than another. Similarly, time language also varies across cultures.
In most western cultures for example, punctuality is considered to be important. Arriving late for a business meeting is inexcusable. In other cultures, it is more relaxed and time is not given that much importance.
We convey messages to others through the time we spend on a work related activity or by the importance that we give to time. Arriving early at work or for a job interview shows interest, involvement and seriousness. Spending time with an employee and giving him suggestions on how to improve his performance shows interest and involvement in his career growth.
4. Paralanguage – Para means “like” or “similar to”, therefore paralanguage means “like language”. Of all the forms of non-verbal communication, paralanguage is closest to verbal communication. It refers to the tone of voice with which something is said. In other words, it is “how” something is said, and not “what” is said. The tone of voice includes the pitch (high or low pitch), the pace (slow or fast) the emphasis on words and the volume (soft or loud) and can convey different moods and emotions, as mentioned earlier in this unit.
Example: The statement “I practice good business communication” can be understood in different ways, depending on the emphasis on certain words.
Saying “I practice good business communication” means that I alone practice it above anyone else. On the other hand, saying “I practice good business communication” could be interpreted to mean that you communicate particularly well in a business context, rather than in a general context.
The important point to keep in mind regarding tone of voice is to avoid mixed signals – that is, making sure that what you say is consistent with how you say it.
5. Physical Context – This refers to the physical environment or surroundings within which we communicate and includes two aspects – 1) color and layout and 2) design.
Colors are known for their symbolic meaning and have associations with different feelings. For example, colors like black and grey are associated with death, mourning and negative feelings. Yellow and green are associated with more positive feelings. Of course, these can also vary across cultures. The point to remember is that you can make the right impressions with use of the right colors.
Layout in a work environment refers to the size of an office, or the arrangement of furniture. Design refers to the type of chairs, desks or carpeting. All these can convey status, formality or informality.
We have seen how the types of non-verbal communication outnumber the types of verbal communication. Non-verbal communication is an important supplement to verbal communication and can enhance verbal communication, if used in a positive way. The sender should use the right non-verbal cues to convey a positive message, while the receiver should learn to look for unintended messages conveyed by non-verbal communication.
Verbal communication, or communication through words, provides the opportunity for personal contact and two-way flow of information. A large part of our communication, whether at work or outside, is verbal in nature. Verbal communication in turn, may be divided into two areas – oral and written communication.
Oral communication may be defined as a process whereby a speaker interacts verbally with one or more listeners, in order to influence the latter’s behavior in some way or the other.
Oral communication in a business context can take the form of meetings, presentations, one-to-one meetings, performance reviews and so on.
Written communication is a process whereby a writer interacts verbally with a receiver, in order to influence the latter’s behavior.
Written communication at the workplace can take several forms such as letters, memos, circulars, notices, reports and email. We will examine some of these in more detail in later chapters.
Non-verbal communication, on the other hand may be defined as communication without words. It refers to any way of conveying meanings without the use of verbal language. The game of “dumb charades” is a perfect example. Non-verbal communication is generally unintentional, unlike verbal communication. All of us tend to communicate silently and unknowingly send signals and messages by what we do, apart from what we say. Gestures, facial expressions, posture and the way we dress, are all part of non-verbal communication.
Non-verbal communication can have a greater impact than verbal communication, since “how you say something” is sometimes more important than “what you say.” Although non-verbal communication can affect both our personal and business relationships, it is particularly important in the workplace.
Verbal Communication
We communicate most of our ideas to others through verbal messages, i.e., through spoken or written messages. However, verbal messages have some drawbacks – the message may not be properly worded, or the message may be misunderstood, or interpreted differently from its intended meaning.
Avoid Words with Multiple Meanings: Words sometimes tend to have different meanings in different cultures.
Therefore, when communicating verbally, it is important to use words that are precise, unambiguous and have a single accepted meaning.
Ensure Clarity through Highly Specific Statements: Instead of describing an object or idea in general terms or in abstract language, use highly specific language to avoid a variety of interpretations.
Avoid overuse of Jargon: Jargon refers to technical terms or specialized vocabulary. Every profession has its own jargon which only experts in that field can understand. For example, IT experts use terms like “computer architecture” which the layperson may not understand. The use of jargon depends on the audience with whom you are communicating. A certain amount of jargon may be permissible when writing a technical report for example, but should be avoided when communicating with a general audience, since the terms may not be understood. Above all, never use jargon just to impress your audience.
Avoid Biased Language and Offensive Words : Language has the power to arouse negative feelings, if it is not used with care. This can happen when the words used seem to be objective, but actually contain an intentional or unintentional bias.
For example, referring to a co-worker as “wishy washy” if he is not quick in making a decision, could lead to misunderstanding and conflict. Similarly, certain words may have a “sexist” connotation and be taken in an offensive way – for example, referring to a lady receptionist as “that female.”
Non-verbal Communication
We have defined non-verbal communication earlier in this unit. Let us now take a look at some of its characteristics, which distinguish it from verbal communication.
* Non-verbal Communication Cannot Be Avoided – While one can avoid verbal communication by refusing to speak or write, it is not possible to do the same with non-verbal communication. That is because non-verbal communication is not always intentional, unlike verbal messages, as pointed out earlier. Sometimes, silence itself may convey a lot of meaning.
Example – A speaker making a presentation may find that the audience is not very interactive. Instead he notices people yawning during his presentation. At the end of the session, when he asks for some feedback, there is total silence.
The message conveyed in the above example is that the audience is bored with the session. The silence indicates that they have not listened to the session and that the feedback is negative.
* Non-verbal Communication is Powerful – Non-verbal communication helps us to form first impressions and make judgments of others. First impressions generally tend to be lasting impressions.
Let us say you go for a job interview fifteen minutes late and dressed in informal attire. When asked some questions, you avoid eye contact. This immediately reflects on your attitude and the impression formed of you is that of a person who takes things casually, is insecure and lacks knowledge.
* Non-verbal Communication is Ambiguous – While precise words can be used in verbal communication to ensure that that the message is clearly understood, non-verbal communication is not always clear and easy to understand.
For example, sitting back in a relaxed posture may be a signal of boredom or fatigue. Similarly, avoiding eye contact with your audience could mean that either you are nervous or guilty of something!
Therefore it is not possible to accurately understand the messages conveyed by non-verbal behavior.
* Non-verbal Communication Cannot Express All Messages – Non-verbal behavior can only express a person’s feelings, attitudes, level of interest, liking or dislike for something. Certain messages about ideas or concepts can only be expressed through the spoken or written word. Consider the following example-
A sales manager wanting to report that sales for the current year has exceeded targets, can only do so through a written report or oral presentation. If he is making an oral presentation, his non-verbal behavior can only indicate how pleased he is about the increase in sales.
*Non-verbal Communication Varies Across Cultures – While certain types of non-verbal behavior are universal, others may be different in different cultures.
Examples – There are different rules regarding the appropriateness of the handshake in oriental and western cultures. Generally, in oriental cultures like India, any form of physical contact is not common and is interpreted as being intimate, while it is an accepted thing in western countries.
Similarly, a nod of the head means yes in some cultures and no in other cultures.
In this age of business communication across cultures, it is important for you to understand these differences, especially when doing business overseas. Failure to do this could lead to costly blunders.
Classification of Non-verbal Communication
We have seen how non-verbal communication plays an important role in business communication. Given its importance, an understanding of the different types of non-verbal communication is essential. There is a common misconception that non-verbal communication is synonymous with body language and includes only body language. The fact is that it is a vast area which has been widely researched and includes several aspects. The table below lists the different types of non-verbal communication, with the corresponding communication terminology-
1. Kinesics – This is the most often studied and important area of non-verbal communication and refers to body movements of any kind. Different body movements can express inner states of emotion.
Facial Expressions can convey feelings of surprise, happiness, anger and sadness. If you meet a long lost friend and say “ I’m very happy to meet you again”, but with a sad facial expression, it conveys the exact opposite meaning.
Eye Movements, such as wide open pupils express feelings of surprise, excitement or even fear. The importance of eye contact with one’s audience was pointed out earlier. Direct eye contact is an indication of intensity and interest, while lack of it can convey feelings of nervousness and guilt.
Gestures, such as movement of the hands while giving a lecture or presentation indicates a high level of involvement in what you are saying. On the other hand, shuffling of the feet is a sign of nervousness and speaking with one’s hands in one’s pockets is considered to be casual or even rude.
Head Movements like nodding the head can convey interest, appreciation, agreement or understanding.
Body Shape and Posture – Body shape is not within one’s control but can be stereotyped to convey certain meanings. For example, someone who is strong and muscular is generally thought to be athletic, as opposed to a person who is short and fat!
Posture on the other hand is within our control. In formal settings such as job interviews or classroom settings, it is essential that you maintain an erect posture to convey that you are attentive, since slouching or a relaxed posture conveys a casual attitude.
Physical Appearance – Our outward appearance, including the way we dress and the jewelry and make-up that we wear can convey an impression of formality or informality. Going to a job interview dressed in blue jeans or not sticking to a stipulated dress code at the workplace can convey that you are a rebel, non-conformist or a very casual person.
Therefore, it is important to take care of your appearance, so that you convey the right meaning to others.
2. Proxemics – Proxemics is derived from the word “proximity” or closeness and is the communication term for personal space and distance. The space and distance which we choose to keep from people is also part of non-verbal communication. Each of us has our own inner and outer circles, which differ for different people.
Our inner most circle is an “intimate space”, into which we generally admit only select people such as family and close friends. Next comes a “personal space” which might include other friends and colleagues or coworkers. These two spaces involve communication of an informal nature.
Most of us also have a “social and public” space, which includes official or workplace relationships, where the communication is of a more formal nature.
In a business context, it is more relevant to understand the concept of “fixed space” and “semi-fixed” space.
Fixed space means that the physical features of the work environment such as furniture, room size and seating arrangement are permanent.
This conveys an impression of formality. On the other hand, semi-fixed space means that certain elements of the environment can be changed – for example, the seating arrangement could be changed and this conveys an impression of informality.
Sometimes, use of space at the workplace can determine leadership positions. For example, seating at the head of the table conveys leadership or authority. A round table meeting, however, conveys the idea of equality, since no one can be seated at the head of the table! All points of a circle are the same. That is why when heads of state meet (as in UN Security Council meetings), it is always a round table discussion, since all heads are equal.
Space should therefore be used carefully in a work environment, so as to convey the right impressions.
3. Time Language – This refers to the meaning or importance attached to time and varies between different people. One person may value time more than another. Similarly, time language also varies across cultures.
In most western cultures for example, punctuality is considered to be important. Arriving late for a business meeting is inexcusable. In other cultures, it is more relaxed and time is not given that much importance.
We convey messages to others through the time we spend on a work related activity or by the importance that we give to time. Arriving early at work or for a job interview shows interest, involvement and seriousness. Spending time with an employee and giving him suggestions on how to improve his performance shows interest and involvement in his career growth.
4. Paralanguage – Para means “like” or “similar to”, therefore paralanguage means “like language”. Of all the forms of non-verbal communication, paralanguage is closest to verbal communication. It refers to the tone of voice with which something is said. In other words, it is “how” something is said, and not “what” is said. The tone of voice includes the pitch (high or low pitch), the pace (slow or fast) the emphasis on words and the volume (soft or loud) and can convey different moods and emotions, as mentioned earlier in this unit.
Example: The statement “I practice good business communication” can be understood in different ways, depending on the emphasis on certain words.
Saying “I practice good business communication” means that I alone practice it above anyone else. On the other hand, saying “I practice good business communication” could be interpreted to mean that you communicate particularly well in a business context, rather than in a general context.
The important point to keep in mind regarding tone of voice is to avoid mixed signals – that is, making sure that what you say is consistent with how you say it.
5. Physical Context – This refers to the physical environment or surroundings within which we communicate and includes two aspects – 1) color and layout and 2) design.
Colors are known for their symbolic meaning and have associations with different feelings. For example, colors like black and grey are associated with death, mourning and negative feelings. Yellow and green are associated with more positive feelings. Of course, these can also vary across cultures. The point to remember is that you can make the right impressions with use of the right colors.
Layout in a work environment refers to the size of an office, or the arrangement of furniture. Design refers to the type of chairs, desks or carpeting. All these can convey status, formality or informality.
We have seen how the types of non-verbal communication outnumber the types of verbal communication. Non-verbal communication is an important supplement to verbal communication and can enhance verbal communication, if used in a positive way. The sender should use the right non-verbal cues to convey a positive message, while the receiver should learn to look for unintended messages conveyed by non-verbal communication.
No comments:
Post a Comment