Communication-3

Verbal Communication.
Non verbal Communication.
Written Communication.
Visual Communication.
 Gateways to Effective Communication
• Interpersonal Trust
• Effective Listening
• Proper Feedback
• Non-Verbal Cues
• Non-Directive Counseling.
The characteristics of a good communication system are discussed below:

• Two-way channel : An effective communication demands two-way communication

• Clarity of Message : According to Koontz and Donnell, “A communication possesses clarity when it is
expressed in a language and transmitted in a way that can be comprehended by the receiver.”
• Mutual Trust : A communication system may be considered excellent when mutual trust or understanding
exists between sender and the receiver of the message.
• Timely Message : Considerable attention should be given to the timeliness of communication. Old
information is worse than none at all.
• Consistency of Message : Consistency can be achieved if the communicator keeps in his mind the objective,
policies and program of the enterprise.
• Good Relation: The mode of communication should be chosen in such a manner that it does not hurt the
feelings of the receiver.
• Feedback : Feedback provides proper understanding of the message to the receiver.
• Flexibility : Flexible enough to adjust to the changing requirements.
Interpersonal Trust:

It is impossible to communicate effectively without interpersonal trust. A subordinate will not be able
communicate freely with his manager unless he trusts the latter. By being fair, open and receptive to new ideas,
top managers can create a favorable atmosphere for developing interpersonal trust.+

Proper Feedback:

Feedback enables the sender to assess the effect of a message transmitted to the receiver. Both giving and
receiving feedback are important aspects of management. To be effective, the feedback provided by managers
should be descriptive, specific, and directed towards changing specific behaviors. When receiving feedback,
managers should be opening minded.
Effective Listening:

Listening is one of the most essential elements of effective communication. A message can never be conveyed
effectively unless the receiver is attentive and listens to what is being said. The listener should be open minded in
order to understand the correct meaning of a message.

According to a research study, these are the ten prerequisites for effective listening.
1. Judging the content of the message, but not the weaknesses of the speaker.
2. Avoiding premature evaluation.
3. Looking for the central idea.
4. Being flexible and not expecting the message to follow a fixed pattern.
5. Concentrating on the message.
6. Being mentally alert to grasp the meaning of the message.
7. Practicing active listening.
8. Having an open mind.
9. Trying to benefit from one’s own rapid ‘thought process’ rather than ‘talk processes’ of the speaker.
10. Effective listening helps manage
Non-Verbal Cues:

 Another important prerequisite for effective

communication is an awareness of and
sensitivity to non-verbal cues in
communication.
 An awareness of non-verbal cues helps
managers become sensitive to the needs of
their subordinates. Such awareness helps
managers assess the current state of their
interpersonal relationships with subordinates
and manage them effectively.
Non-Directive Counseling:

In non-directive counseling, the manager helps the employee examine his own ideas, feelings and
attitudes about a problem. Non-directive counseling can be done by holding an interview with the
employee.

In a non-directive counseling interview, a manager should:

(i) Be attentive and friendly
(ii) Raise appropriate questions
(iii) Be tactful and enable the employee to think through the problem clearly
(iv) Create an atmosphere of privacy to ensure that the employee can communicate freely
(v) Be a patient listener to help the employee to express his emotions freely
(vi) Encourage the employee to do some introspection.
In order to enhance the effectiveness of communication, we can focus on the following
aspects:
 Plan the message:  Overcome bypassing:
 Use Proper language:  Maintain semantic accuracy:
 Don’t be evaluative:  Add some eloquence
 Give proper Orientation:  Improve the ambience
 Be an active listener:  Use proper etiquette:
 Have an unbiased attitude:  Watch your language:
 Respond don't re-act
 Promote congruence:
 Use the grapevine:
 Transmit the message in Installments:
 Provide feedback:
 Non-Verbal Communication
Kinesics - Oculesics - Paralanguage - Proxemics - Haptics –
Chronemics
Types of Non-Verbal Communication

 Body movements (kinesics) : The study of how people use body movements when they are
communicating with other people .
 Posture: How you stand or sit, whether your arms are crossed, and so on.
 Eye contact (Oculesics) : Where the amount of eye contact often determines the level of
trust and trustworthiness.
 Para-language : Aspects of the voice apart from speech, such as pitch, tone, and speed of
speaking;
 Closeness or personal space (proxemics) : Which determines the level of intimacy, and
which varies very much by culture;
 Facial expressions: Including smiling, frowning and blinking, which are very hard to
control consciously.
 Haptic : Communication is a branch of nonverbal communication that refers to the ways in
which people and animals communicate and interact via the sense of touch.
 Chronemics: The study of the use of time in nonverbal communication.
 Kinesics
Body movements include gestures, posture, head and
hand movements or whole body movements.
Kinesics

• Kinesics Is The Name Given To Study Of

body’s Physical Movements.
• Considered To Be ‘an intelligent way of
Communication’.
• The study of The way in Which certain
body movements and gestures serve as a
form of non – verbal communication.

Body movements include gestures, posture, head

and hand movements or whole body movements.
Parts of the body
From head to toe, here are the groups when grouped for body parts:

 The Head - Movement and placement of the head, back to front, left to
right, side to side, including the shaking of hair.
 Facial Expressions - The face has many muscles (anywhere between 54
and 98, depending on who you ask) that move several areas of the face.
Body Posture - The way you place your body and arms and legs, in
relation to each other, and in relation to other people:

 Means “an attitude or position of body”

 Each movement of body has expressive & defensive functions.
 The way, in which we sit or stand, walk in walk out tells a lot about us.
 A good posture indicates confident attitude.
Posture
• Body shape and posture are a part of kinesics . Body shape and posture affect how we think
about ourselves , how we relate to other , and how others relate to us even though body shape
is mostly hereditary and largely uncontrollable .
• When we encounter an unfamiliar situation , we become more aware of body
shape and posture-interview or a formal speech .
• Posture is part of any relationship , regardless of your degree of awareness . Whether you lean
forward/backward , stand or sit erectly , or slouch , you tell another person something
• The others mental filter gives meaning to your posture .
 Examples of gesture:

 Waving of hand to indicate good bye or draw t

 Shaking Hands display the friendship

 Shrugging of shoulders indicates indifference & unconcern

 Pointing index finger indicates allegation or charge

More Body Language Examples and Their Meaning

Arms Crossed in front of the Chest

This is one of the body language examples that indicate that one is being defensive. The
body language meaning of crossed arms may also show disagreement with opinions and
actions of other people with whom you are communicating

Hand on cheek
This body language example indicates that one is lost in
thought, maybe considering something. When your hand is
on your cheek and your brows are furrowed you may be in
deep concentration.

Finger tapping or drumming

This action demonstrates that one is growing tried or
impatient while waiting.
Biting of nails
Nail biting demonstrates nervousness, stress, or insecurity.
Many people bite nails without realizing they have the habit.

Touching the nose

Touching or rubbing the nose signifies disbelief, rejection, or
lying about something.
Prisk rubbing of the hands
This may show that the hands are cold, which may mean
that one is excited about something, or waiting eagerly.

Placing Finger tips together

This is called “steepling,” or placing fingertips together
to demonstrate control or authority.

Open palms, facing upward

This gesture is a sign of honesty, submission, and innocence.
This is how some people show submission and respect.
 Head in hands
The body language meaning of this gesture may be that
of boredom, being upset, or being ashamed, so one does
not want to show their face.

Locking of ankles
Whether you are sitting or standing, when your ankles
are locked, you are communicating apprehension or
nervousness.

Stroking the chin or beard

This communicates that one is In deep thought. This action is
often done unintentionally when one is trying to come up with
some decision.
Facial expression

• Facial expression also play an important role in presentation . The face is the most
expressive part of our body . A smile stands for friendliness , a frown for discontent ,
raised eyebrows for disbelief , tightened jaw muscles for antagonism , etc.
The Body Language of MovementFacial Expression

A Smile expresses
friendliness & affection Furrowed forehead expresses
worries & anxiety

Raised eyebrows Frown shows dislike or

convey surprise suspicion
 To Improve Your Body Language
1- SMILE! ::::::::::::::
2 Keep an open space before your upper torso. E.g. don’t fold your arms, hug your bag, or put things on your
lap.
3 Have eye contact. Important to establish connection.
4 Be comfortable in your space. Don’t fidget, don’t squirm, or don’t lose yourself in your body.
5 (For ladies) When resting on your hand, keep the insides of your hand faced outwards. This makes you
appear more open.
6 Minimize movement that distracts. Don’t finger drum, nail bite, skin peel, or scab pick.
7 Slow down your pace. (for fast talkers). Move slowly if you have to adjust your position.
8 Be inclusive in your actions. E.g. reduce the physical distance between you and the other person, smile,
maintain eye contact, and make occasional gestures towards the other person.
9 Be open with your emotions. If you are sad, happy, or surprised, show that on your face.
10 Pace yourself to much the other person. At the end of the day, everyone is different. Assess each person
individually and adopt the body language that will help you best connect with him/her.
Personal a p p e a r a n c e
• The final area of Kinesics is appearance.
• Appearance includes clothes, hair , jewelry, cosmetics and such.it
accents our body movements and how we are perceived.
• Appearance tells others how we want to be seen. How we practice the “ rules ” of the game in an
organization.
• If you changed your appearance drastically-from formal to informal ,
for example-how would others respond?
• When do you give your appearance special attention ? These occasions tell you about the
importance of appearance.
• Most people indicate they are not influenced by another’s physical
appearance , but apparently they are.
• Expect your appearance to a part of the messages you communicate, and should plan your
appearance so that it will effectively communicate to others.
Dress & Appearance

 The kind of dress we use & the way in which we

groom ourselves shows our status & attitude.
 We influenced how others look & clothes they wear
 Physical attractiveness plays an important role in
our assessment of people.
 Persons dress & physical appearance conveys great
deal of information about him.
 Eye contact (Oculesics)
The eyes are considered to be the windows of the soul. You look to
the eyes of a speaker to help find out the truthfulness of his speech ,
his intelligence , attitudes , and feelings. Eye contact is a direct and
powerful form of non-verbal communication
 Eye contact has very much in face-to-face
communication.
 Absence of eye contact shows lack of interest &
understanding.
 We look faster than listen or talk.
 Eyes are human windows except them there is no
life.
 The speaker must look in to the eyes of the audience
from right to left & left to right this will built up the
confidence & eliminate the nervousness.
 It build the rapport between the speaker & the
listener.
Pa ra ling uist ics
• Paralinguistics features are non- verbal vocal cues that heip you to give
urgency to your voice. Your voice is your trademark, it is that part of
yourself that adds human touch to your words.
Proxemics
Proxemics
• Proxemics is a type of non verbal communication.
• It is the study of how we communicate with the space around us.
• It involves how we arrange personal space and what we arrange in it.
• Definition :
• “The interrelated observations and theories of man’s use of space as a
specialized elaboration of culture.” -- Edward T . Hall,
• The cultural anthropologist who coined the term in 1963 , emphasized the impact
of Proxemics behavior on interpersonal communication.
Meaning :
 The study of spatial distances between individuals in different cultures and situations.
 Intimate distance for embracing , touching or whispering
 close phase – less than 6 inches (15 cm)
 Far phase – 6 to 18 inches (15 to 46 cm)
 personal distance for inactions among good friends of family members
 close phase – 1.5 to 2.5 feet (46 to 76 cm)
 far phase – 2.5 to 4 feet (76 to 120 cm)
 social distance for interactions among acquaintances
 close phase -4 to 7 feet (1.2 to 2.1 m)
 far phase –7to 12feet (2.1to 3.7m)
 public distance used for public speaking
 close phase – 12 to 25 feet (3.7 to 7.6 m)
 far phase – 25 feet (7.6 m ) or more.
Chronemics
• Ways that we use our time communicate information
about ourselves and our feelings
• Interest & affection
• Power & status
• Activities
• Can indicate other messages- appropriate times for phone
calls (Call at 2 a.m. usually indicates emergency)
• Our society values time highly; we as Americans have an
emphasis on watching the clock and doing things on
time- varies from culture to culture
Haptics - Non Verbal Communication
Haptics - Non Verbal Communication

Haptics is a form of non- verbal communication using a sense of touch. Some forms of Haptics
communication is Handshake, or a gentle pat on back, or a high five. The sense of touch allows one to
experience different sensations.

Haptics can be categorized into five types :

• Functional/Professional

• Social/ Polite

• Friendship/Warmth

• Love/Intimacy

• Sexual/Arousal
 Intercultural communication
communication between people from two different cultures
Introduction to Culture
What is ‘culture’?

Culture is the characteristics of a particular group of people, defined by everything from language, religion, cuisine,
social habits, music and arts. Today, in the United States as in other countries populated largely by immigrants, the
culture is influenced by the many groups of people that now make up the country.

Why do cultures differ? :

 History
 Educational Backgrounds
 Social backgrounds
 Ethnic
 Religion
 Ecology
 Technology

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 Cross-cultural conflict

Cultural
differences

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The root causes of cross-cultural conflict

Cross-cultural conflicts come from the

instinctive friend-or-foe identification of
peoples belonging different groups

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Types of cross-cultural conflicts

A soft conflict is kept private A hard conflict incites social

and invisible reactions

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Types of Cultural
Communication

 Cross cultural communication

 International communication

 Multicultural communication

 Intercultural communication

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What is Intercultural Communication in terms of Business Actions?
The term "intercultural communication" is often used to refer to the
wide range of communication issues that inevitably arise within an
organization / individuals from a variety of religious, social, ethnic,
and educational backgrounds. Each of these individuals brings a
unique set of experiences and values to the workplace, many of which
can be traced to the culture in which they grew up and now operate.

Businesses that are able to facilitate effective communication—

both written and verbal—between the members of these various
cultural groups will be far better equipped to succeed than will
those organizations that allow conflicts that arise from internal
cultural differences to fester and harden.
The failure to address and resolve culturally based conflicts and
tensions will inevitably show up in the form of diminished
performance
and decreased productivity.

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 Intercultural communication skills are those required to
communicate, or share information, with people from other
cultures and social groups.
 Factors that Impact Cross-Cultural Communication in
Workplace

 With globalization, esp. the increase of global trade, it is unavoidable that different
cultures meet, conflict and blend together.

 People from different cultures find it difficult to communicate not only due to
language barriers, but also are affected by culture styles.

 Effective communication with people of different cultures is especially challenging.

 Cultures provide people with ways of thinking – ways of seeing, hearing, and
interpreting the world.
 Affecting Factors

• Cultural identity • Individual personalities

• Racial identity • Social class
• Ethnic identity • Age
• Gender roles • Roles identity
Racial Identity

• Racial identity is how people view and identify their own race as well as other races.
• It matters because when people communicate they get to know how they’re viewed by society.
• Each person identifies their race differently.
 Ethic Identity


Ethic identity highlights the role ethnicity plays in how


two Co _ workers from different cultures interact with
one another.

In United States, white European American are less likely


to take their ethnicity into account when
communicating, which only highlights the importance of
addressing different ethnicities in the work places.

It is the way of educating all Co workers to the dynamics

that may arise between individuals of the same or the
different ethic groups.
 Gender Roles

• It have strong impact on intercultural communication.

 • It means that communication between members of different cultures is effected by
 how different societies view the role of men and women.
• A western reaction to rules that require women in Saudi Arabia to cover themselves
 and only travel in public when accompanied bay a male family member as repressive
and degrading.
Gender Roles

 Saudi women generally view themselves as protected and honored.

 When we study gender identity in Saudi Arabia it is important that we view the Saudi culture
through a Saudi lense.
Social Class
• The social identity factor refers to the level of society that person was born into or references
when determining who they want to be and how they will act accordingly.

• Social class plays an important role in

shaping our reactions to and
interinterpretation of culture.
• French sociologist plerre bourdieu
( 1987) studies
the verious respons
• Class distinction are real and can be linked to
actual behavioural practices and preferences.
Social class

French sociologist plerre bourdie

(1987) studies the verious responses to
arts sports and other cultural activities.
According to him working class prefer
to watch soccer, and upper class like
tennis and middle class prefer
photographic art and representational
arts.
 Individual Identity

This factor also impacts the cross-cultural communication. It depends on how a person
communicate with others depending on their own unique personality and how they
perceive themselves. People belonging to same culture can have different perceptions
about people from different cultures.
Example:
Stereotyping others
 Age identity
This factor refers to how members of different
age groups interact with one another. It can be
considered in terms of generation gap. Our
attitude towards different age groups affect the
communication at workplace. This can be
individualistic.
Example:
 Pakistani culture promotes more respect
towards the elderly age group.

The Roles Identity
This refers to different roles a person plays in his/her life. It can be employee or
employer, father or child. The roles identity also affect the communication at
workplace as we perform according to our own roles.
 Context on culture

High and Low

The concepts of high context and low context refer to how people
communicate in different cultures.  Differences can be derived from
the extent to which meaning is transmitted through actual words used
or implied by the context.
“Communication is at the heart of
all organizational operations and
international relations. It is the
most important tool we have for
getting things done. It is the basis
for understanding, cooperation,
and action.”

1. How people relate to each other

2. How people communicate
3. How people treat space
4. How people treat time
5. How people learn
High context implies that a lot of unspoken information is implicitly transferred
during communication.  People in a high context culture such as Saudi Arabia tend
to place a larger importance on long-term relationships and loyalty and have fewer
rules and structure implemented.

Low context implies that a lot of information is exchanged explicitly through the

message itself and rarely is anything implicit or hidden.  People in low context
cultures such as the UK tend to have short-term relationships, follow rules and
standards closely and are generally very task-oriented.

Clieck Here
Low-context communication is more direct by saying exactly what
one means and expecting actions on what was specifically said.  

High-context communication is less what is said and more what is

interpreted by nonverbal cues and circumstances surrounding the
interaction. 
 When helping coach, train or develop, low-context communication
clearly outlines expectations and helps in work assignments.  When
introducing a new process, step-by-step instruction is ideal. 

 With personnel issues, shift to high-context communication and

become more aware of the individual’s body language and nonverbal
cues when discussing a serious situation or one in which there is no
clear process.
10 Tips for Improving Your Intercultural Communication Skills (Individual)

1. Do your homework.
2. Ask.
3. Accept that you'll commit errors.
4. Avoid colloquialisms, jokes, and idioms.
5. Practice actively listening and observing.
6. Repeat or confirm what you think was being said.
7. Don't ask yes or no questions.
8. Pay attention to nonverbal communication.
9. Speak slowly and clearly.
10. Take a deep breath and enjoy it!
Improving Workplace Communication
1. Take the time to learn
Do your research
4. Incorporate what you've learned
Ask questions
Doing research, observing others and
Observe and listen actively
taking diversity training are all
Learn the language
significant steps toward improving your
2. Practice self-awareness
intercultural communication skills.
Ditch your assumptions
Avoid a superiority complex 5. Facilitate Meaningful Conversation
Watch your language
6. Others:
3. Seek assistance
Many companies, from start-ups to corporations with  Socializing
thousands of employees, have gone global with their  Respect
business.  Jokes
 Adapting
Try diversity training
Create multicultural teams
Use social media.
Thank You