Unit 2 EC Notes

DEPARTMENT OF CIVIL ENGINEERING
BHILAI INSTITUTE OF TECHNOLOGY

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UNIT – II Verbal & Non-Verbal Communication

CO2 Employ positive messages both verbally and non-verbally in
order to function constructively at work place.
 Verbal Communication:
 Language and meaning; How language works; Patterns of
miscommunication; Developing Language Skills
 Non-Verbal Communication:
 Communicating without words; characteristics and functions of non-
verbal communication, cultural diversities
 Body Language:
 Dress up, Posture, Gesture, Facial Expression, Eye contact, Voice
Modulation
 Listening Skills:
 Types of Listening; Components and Essentials of Active Listening;
Decoding and its deterrents; Role of Critical Thinking; Feedback.
[8Hrs]
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Subject: Employment Communication I B.Tech 6th Sem Civil
Course Instructor: Dr Nishant Yadav
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Verbal Communication
The Verbal Communication is the sharing of information between two individuals using words wherein
the message is transmitted through the words (spoken, written, symbols, visuals). Here the sender gives
words to his feelings, thoughts, ideas and opinions and expresses them in the form of speeches,
discussions, presentations, and conversations.
The effectiveness of the verbal communication depends on the tone of the speaker, clarity of speech,
volume, speed, body language and the quality of words used in the conversation. In the case of the
verbal communication, the feedback is immediate since there are a simultaneous transmission and
receipt of the message by the sender and receiver respectively.
The sender must keep his speech tone high and clearly audible to all and must design the subject
matter keeping the target audience in mind. The sender should always cross check with the receiver to
ensure that the message is understood in absolutely the same way as it was intended. Such
communication is more prone to errors as sometimes the words are not sufficient to express the feelings
and emotions of a person.
The success of the verbal communication depends not only on the speaking ability of an individual but
also on the listening skills. How effectively an individual listens to the subject matter decides the
effectiveness of the communication. The verbal communication is applicable in both the formal and
informal kind of situations.Verbal communication is a powerful tool, and it’s made even more powerful
when paired with listening and nonverbal communication.
Spoken versus Written Communication

 Verbal communication is face-to-face talk, interview, lecture, speech, telephonic call, meeting,
or video conference.
 Written communication is a report, letter, circular, manual, office memo, bulletin, email, fax,
and internet.
 Verbal or oral communication takes the help of voice or spoken words to exchange ideas.
 In written communication, we choose written words or symbols to interact with one another.
 In verbal communication the transmission of messages is fast and it is quite slow in written
communication. Verbal communication saves money and time as it is direct.
 Written communication feedback might take some time. Written communication has a
drawback the sender will never know whether either reader has read the message or not.
 The process of conveying information through verbal communication is spontaneous and is
irreversible. In written communication, we have the option to check and edit our message
before sending it.
 In verbal communication, the only record that exists is either audio or video. While in written
communication, the written document can be used as a future reference for any organization
and can be treated as legal evidence.
 In verbal communication, one can motivate employees with personal contact. While in written
communication motivation with written words is not as effective
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How does language work?

C. K. Ogden and I. A. Richards proposition of “the triangle of meaning” the triangle of
meaning explains the relationship which exists between words, things and thoughts
three components-
word(or symbol) itself, thing and thought or what is in the mind.
the word consisting of symbols, then the second is
the object and lastly is the thought- what you Thought
think when you use the word for a thing. English (Reference)
speakers have agreed that these symbols
(words), whose components (letters) are used in a
particular order each time, stand for both the
actual object, as well as our interpretation of
that object.
Illustration “triangle of meaning” :
The word “cat” is not the actual cat. Nor does it
have any direct connection to an actual cat.
Instead, it is a symbolic representation of our
idea of a cat, as indicated by the line going
from the word “cat” to the speaker’s idea of Word (Symbol)
“cat” to the actual object. Subject or
Object
Patterns of miscommunication
Or what happens if we are not able to use language properly?
 Bypassing
 Synonyms across domain specific languages.
 What something is versus what something does or means to us.
 Generalized versus Specialized concepts.
 Part-Whole Relationships.
 Temporal Confusion: Event vs Activity vs State.
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PATTERNS OF MISCOMMUNICATIONS: Bypassing
 One word may have many meanings. One may be the verb form, noun form, as an
adjective, the same word with the same spelling (can be seen in any dictionary).
 When the individuals think that they are understanding each other, but they are
missing each other’s actual meaning. When two people or two meanings pass parallel
to each other and this leads to confused meanings.
 the miscommunication, taking the words literally not understanding the meaning of the
words as intended by the speaker. any word in a sentence may have two meanings.
There are two types of meanings- denotative and connotative.
 Denotative meanings which are generally agreed, because they are the content of the
dictionary, they are the dictionary meaning of the words. While the highly
individualized connotative meanings, which is based on our attitudes, preferences and
emotions.
PATTERNS OF MISCOMMUNICATION: EVASIVE AND EMOTIONS LANGUAGE

Or what happens if we are not able to use language properly?Euphemism is defined as
substitution of a pleasant word in place of a less pleasant one.
For example:
 if you are speaking about somebody’s death, we say he or she passed away we do not
mean that he or she passed away or by we mean he or she is no longer alive.
 If somebody has to be fired from the job, somebody who is no longer on the payrolls of
the company. And the euphemism for that is dehired or put on temporary idling. Saying
you are fired, which sounds rude rough comes as a shock that somebody has lost his job.
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PATTERNS OF MISCOMMUNICATION: POLITICALLY CORRECT LANGUAGE

 for example, the definition of lazy or instead of using lazy if we have to use politically
correct language, we would use the phrase motivationally deficient. Motivationally
deficient is politically correct for the word lazy, because a lazy person is deficient in
motivation.
 for the word fat we use the word in fact horizontally challenged, we use the word
horizontally challenged for somebody who is fat.
 the word ugly for example, somebody who is not beautiful, ugly a politically correct word
for it is cosmetically different.
PATTERNS OF MISCOMMUNICATION: PROFANITY AND OBSCENITY
It is a matter of concern when a person is unable to remove swear words, bad language and
bad words from normal communication whether at public place, workplace or at homes.
Using such words which are profane and obscene is not giving it a touch of fineness, purity, but
is a misuse of language.
GUIDELINES FOR DEVELOPING THE LANGUAGE SKILLS:

1. identify how labels affect your behavior.
(Labels are meaning you attach to words. If certain words affect you be aware be conscious
of that. Identify how the words you use affect your feelings and attitude
For example: snarl words with highly negative connotations
purr words, with highly positive connotations.
if an African, American is called nigger, that is a snarl word for him or her.
2. Identify how experience can affect meaning: remember that the more you experience,
the more meanings you can get from words or language. One must be conscious and sensitive
enough to identify how your experience can affect meaning, how that meaning can be
communicated through words or language.
3. be sure that meanings are sharedif you want to communicate something, come down to the
language competence level of the other. Do some paraphrasing, do some questioning, and be
sure that what meaning you want to communicate has been shared or sent to the other.
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IMPORTANCE OF CULTURE IN LANGUAGE A MEANS OF COMMUNICATION:

“DOMINANT CULTURE”.
dominant culture, mean the culture which is in power or in other words the mainstream culture.
Example the American culture.
within the great country the great subcontinent called America or the United States, we have
co-cultures or sub-cultures.
Subcultures in a sense within the continent of America we have African- Americans, Hispanics,
drug dealers or the drug community and so on. the co-cultures or the subcultures are a group
of people who have a culture of their own outside of the dominant culture.
SAPIR-WHORF HYPOTHESIS:
Culture refers to the values, norms, and beliefs of a society. Our culture can be thought of as
a lens through which we experience the world and develop shared meaning. It follows that the
language that we use is created in response to cultural needs. In other words, there is an
obvious relationship between the way in which we talk and how we perceive the world.
One important question that many intellectuals have asked is how the language that our
society uses influences its culture.Anthropologist and linguist Edward Sapir and his
student Benjamin Whorf were interested in answering this question. Together, they created
the Sapir-Whorf hypothesis, which states that how we look at the world is largely determined
by our thought processes, and our language limits our thought processes. It follows that our
language shapes our reality.
In other words, the language that we use shapes the way we think and how we see the world.
Since the Sapir-Whorf hypothesis theorizes that our language use shapes our perspective of
the world, it follows that people who speak different languages have different world views.
The Sapir-Whorf hypothesis has two threads.
The linguistic determinism. is defined as the belief that language influences how we interpret
the world.
Suppose my mother tongue is Hindi, and the way in which I interpret the world even when I go
to other places where I am not using Hindi as a means of communication the point is all my
experiences of the world of what I see, what I do, what I experience will be determined by
my basic linguistic tool, that is Hindi.
linguistic relativity. The belief that persons who speak different languages perceive the
world differently. this is in fact is related to the previous thread of linguistic determinism. The
idea of
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linguistic relativity language is so seminal to communication, and because language is the first
important major part of culture. Therefore, the way in which we perceive the world is shaped
by the language we use.
So, a native speaker of English will be viewing the world differently, experiencing it
differently than a non-native speaker of English because their languages are different and
this language is deeply embedded in our culture in the way in which we live, we experience,
we view, and we shape our world this is what Sapir and Whorf have proposed to us.
TECHNOLOGY AND LANGUAGE

online speak- the protocol of informality that marks electronic communication. And this is the
impact of technology so much in our language use that we have started writing on the net as if
weare speaking. For example, somebody wrote “we too will be coming” and he typed “We 2
will be coming”, and he wrote this in a formal communication a formal email.
And I do not think this is taken in the right spirit in the right way by somebody who is in the
formal context related to you maybe your superior or your boss or your peer.netiquette
(etiquette on the net) - the rules of the internet.
For most of you who will be part of the employee workforce in the future, at that time you will
be doing employee communication. What you will do when at the workplace when you are
employed, formal emails, reports, inventories, insurance lists and so on.
And of course, the most common being email. When we talk about email we have one advice
to offer you, never write the flame mail, never write anything on the mail which can which can
enflame, enrage or anger the other. Because if somebody reads what you write or what is
inflammatory or what angers him or her.; remember one thing that what you send on email
can never be recalled.
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ETHOS, PATHOS, AND LOGOS

1. Ethos (Credibility)
o Ethos is an appeal to ethics, and it is a means of convincing someone of the character or
credibility of the persuader. It’s about establishing your authority to speak on the subject, so
you must demonstrate that you are a credible and ethical source.
o Example: A doctor giving a medical advice. Because of the doctor’s professional training and
experience, you trust her advice.
2. Pathos (Emotional)
o Pathos is an appeal to emotion, and is a way of convincing an audience of an argument by
creating an emotional response.
o Example: Advertisements often use pathos by evoking strong emotions (like happiness, sadness,
or excitement) to persuade their audience.
3. Logos (Logical)
o Logos is an appeal to logic, and is a way of persuading an audience by reason. It involves
clear, logical arguments with compelling evidence to prove a point.
o Example: A lawyer providing evidence in a court case. The lawyer uses facts, data, and
logical reasoning to make a compelling case for his client.
Remember, effective persuasion often involves using all three appeals. However, it’s also
important to use them ethically and responsibly. Misuse can lead to manipulation or
dishonesty. So, always strive for a balance between ethos, pathos, and logos.
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NON-VERBAL COMMUNICATION: COMMUNICATING WITH OUT WORDS
The Non-Verbal Communication is the process of conveying meaning without the use of
words either written or spoken. In other words, any communication made between two or more
persons through the use of facial expressions, hand movements, body language, postures, and
gestures is called as non-verbal communication.Being able to understand and use nonverbal
language is essential for developing and maintaining healthy, productive relationships.
The Non-Verbal Communication, unlike the verbal communication, helps in establishing and
maintaining the interpersonal relationships while the verbals only help in communicating the
external events. People use non-verbals to express emotions and interpersonal attitudes,
conduct rituals such as greetings and bring forward one’s personality.
The non-verbal communication in the form of signals, expressions add meaning over the
verbals and help people to communicate more efficiently. It supplements whatever is said in
words, such as people nod to acknowledge and move their hands to give directions.
The non-verbal communication defines the distance between the communicators and helps them
to exchange their emotional state of mind. Also, it regulates the flow of communication, for
example, an individual can give signals to convey that he had finished speaking or else he
wants to speak.
Sometimes, the non-verbalsacts as a barrier to communicating effectively as the recipient
could not understand what the sender is trying to say and may interpret it wrongly.
 It 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 secrete way into their soul.
 It stands for the innermost, instinctual form of human communication.
 Communication researcher Mehrabian found that only 7 percent of a message value is
that which is attached towards somebody
who is listening that is somebody who is
the communicator or the communicatee in
reverse order, receive the rest 93 percent
through non-verbal means.
 Researcher Birdwhistle, suggested that
spoken words or verbal communication
through the spoken mode accounts for not
more than 30 to 35 percent of all the
social interactions, we engage in.
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 almost 65 percent of the social meaning of messages, we sent to others are
communicated non-verbally.
CHARACTERISTICS OF NON-VERBAL COMMUNICATION: cues and context.

 (Cues that is hints, suggestions). And by context, we mean the backdrop or the
situational background to the communication interaction.
 non-verbal communication is any message or response not expressed in words. When
there is a clash between your words (verbal communication),and youraction(non-verbal
communication), then it is referred to as a mixed message to theother. The other who
gets a mixed message is confused or in fact is puzzled by the contradictory nature of
what you are trying to communicate. The finding of research, that non-verbal
communication carries almost 65 percent of the message value.
FUNCTIONS OF NON-VERBAL COMMUNICATION

1. message reinforcement or complementation that is whatever you are trying to
communicate is made stronger or complemented, you understand the idea of complementary
angles say 45-45 complement each other or 90-90 complement each other or 180-180
complement each other, because they make a whole. So, for a message to become a whole,
for a message to become complete, for a message to become 100 percent non-verbal
communication is the important part of it.
2. message negation. Verbally you are saying something, but non-verbally you are doing or
your actions are otherwise.
3. message substitution that is instead of using a verbal message, you use a non-verbal
component. Suppose somebody ask you, how are you? Instead of saying, I am ok, I am fine,
you just show “thumbs up” is message substitution.
4. message accentuation or intensification. We mean by this that your verbal message is
made more intense, it is made more clear, it is ramifications increase, it’s value multiplies. Ex:
when you slow down during a speech, when you slow down during a speech, you are actually
giving the message value more importance. In the sense that when you slow down your speech
the audience in fact, understands or has the time to draw upon the message of what you have
said before.
5. Message regulation in the sense of a conversation and two people are conversing one
keeps on saying something, and then the other one has to say also something, because it is a
dialogue exchange going on –a conversation.
For example, stead, staring or prolonged gauge or eye contact, which signifies to the other
that now it is my turn to speak
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or for example, regular nodding of the head that ok I understand, now let me speak.
TYPES OF NON-VERBAL COMMUNICATION
 Body language or in communication, it is called kinesics.

 Clothing and artifactual communication.
 Voice or paralanguage or it is also called vocalics
 Space and distance or proxemics.
 Color.
 Time or chronemics.
 Touch or haptics.
 Smell or olfactics.
body language in short is called kinesics and kinesics comes from kinetic that is the energy due
to movement. the language of the body when the parts of the body move. Body language is
carrying almost 93 percent of the message value of the communicative act.
 Oculesics or eye behavior. Oculesics is the study of eye movement or eye behavior. it
is a sub category of facial expressions.
 Facial expressions,
 posture and movement
 gesture.
 Dress and Appearance
 Voice and delivery
 Non words or non-linguistic
utterances
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TYPES OF NONVERBAL COMMUNICATION:
 Facial expressions: —happy, sad, angry—help you convey your message. Be aware
of your facial expression when you talk and particularly when you listen, which is when
it’s easy to forget.
 Gestures: When you speak, a gesture can make your message stronger. Pointing out
something you want your listener to look at more closely is an example of nonverbal
communication that makes your message understood. Motioning warmly toward a
coworker who deserves special recognition, making a fist to show frustration or anger,
such gestures help further engage your audience when you speak.
 Proximity: How close you are to your audience when you speak sends a nonverbal
message. If your size is imposing and you leave a very small distance between you
and your listener, it’s likely your nonverbal communication will be a bit threatening. On
the other hand, giving someone too much space is an awkward nonverbal
communication that might confuse your listener.
 Haptics/ Touch: Shaking an audience member’s hand, putting your hand on his
shoulder: these are nonverbal cues that can affect the success of your message. Touch
communicates affection, but it also communicates power. You can think about what kind
of messages a job applicant may send through a weak handshake versus a firm one
after having a job interview.
 Eye contact: Making and maintaining eye contact with an audience when you’re
verbally communicating or listening communicates to the other party that you’re
interested and engaged in the conversation. Good eye contact often conveys the trait
of honesty to the other party.
 Appearance: Your clothing, hair, and jewelry are also a part of nonverbal
communication. If you put a dachshund pin on your lapel each morning (because you
have a pet dachshund), that says something about you as a person. Similarly, the
quality and condition of your clothing, how it fits, if it’s appropriate for the season—all
of these things speak nonverbally about you as a communicator.
Nonverbal communication reveals a lot about you as a communicator and how you relate to
other people. It pays to be aware of the elements of your nonverbal communication so you
can maximize the impact of your message.
the two types of body language postures; open or closed
 forward or back.
 People with arms folded and legs crossed and bodies turned away are signaling that
they are rejecting the message coming from the other.
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 People showing open hands, fully facing you
and both feet planted firmly on the ground
are accepting whatever message you are
delivering.
 if people are leaning forward and pointing
towards you they are either actively accepting
or rejecting the message.
 The body language posture of those who are
leaning back and looking up at the ceiling,
doodling with a pen or writing on a pad or
open their spectacles and start cleaning them.
So, the idea is not that they are rejecting you,
but they are slowly passively absorbing or the
other idea is that they may be ignoring your
message.
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DEPARTMENT OF CIVIL ENGINEERING

BHILAI INSTITUTE OF TECHNOLOGY

UNIT – II Verbal & Non-Verbal Communication

Spoken versus Written Communication

How does language work?

PATTERNS OF MISCOMMUNICATION: EVASIVE AND EMOTIONS LANGUAGE

PATTERNS OF MISCOMMUNICATION: POLITICALLY CORRECT LANGUAGE

GUIDELINES FOR DEVELOPING THE LANGUAGE SKILLS:

IMPORTANCE OF CULTURE IN LANGUAGE A MEANS OF COMMUNICATION:

TECHNOLOGY AND LANGUAGE

ETHOS, PATHOS, AND LOGOS

 It is the unspoken communication that goes on in every face-to-face encounter with

CHARACTERISTICS OF NON-VERBAL COMMUNICATION: cues and context.

FUNCTIONS OF NON-VERBAL COMMUNICATION

TYPES OF NON-VERBAL COMMUNICATION

 Body language or in communication, it is called kinesics.

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