Business

Communication
BY – GURURAJ TALWAR (222132)
SIMRANJEET KAUR (222156)
KRISHNA KUMAR MEENA (221005)
 Non – Verbal Communication and it’s
Importance
 Nonverbal communication or body language is the use of gestures, tone of voice, expressions, body posture, and so
on to send a message. But why are these wireless cues so important to identify?
 Body language is an essential part of communication and it helps you send an emotion or feeling to other people.
Depending on how you sound and act, you can put people at ease, draw them to you, build trust, or make them be
afraid or have a negative impression on you.
 Body language is a key part of communication that is important not only in a personal area when talking with your
family, spouse, or children.It is essential in your job too. Business people and managers get huge benefits if they are
aware of non-verbal communication. It helps you:
 – better communicate your ideas, opinions, and emotions
 – better connect with others
 – build stronger bonds
 – increase trust and clarity and all these benefits are of huge help when you lead a team and work with many
stakeholders.
Let’s take a look at real life non verbal
communication examples-
 The Marketing Manager at Chanty, Anastasia, is always given recognition for her
presentation skills. We asked our co-workers and executives why they praise her
presentations. The answer we got was because of her exceptional non verbal
communication skills.
 Her body language conveyed clarity and trust, and she has a propensity of making eye
contact. In the practical world, the best teachers, actors, lawyers, TV hosts, journalists,
or salespeople usually exhibit great nonverbal communication examples.
 The most important things in communication are the things that you don’t hear, but
rather see. This encapsulates the significance of nonverbal communication.
Types of Non – Verbal Communication:

 FACIAL EXPRESSIONS : One important thing that many people are not aware
of is that facial expressions are universal. If you have watched the series Lie to
me, you already know that there are seven basic emotions. These are sadness,
anger, disgust, fear, surprise, contempt, and happiness. Even though our cultures
can shape our worldviews and behaviors, facial expressions are universal
throughout the world.
 GESTURES : There are many types of gestures. We all know that some of them
are deliberate, such as waving or pointing, while others are not.For example,
there are adapting gestures such as touching some body parts, rings, clicking
pens, and so on. They are often displayed when someone is in distress. During a
presentation, you can notice that some speakers will adopt this kind of gesture.
POSTURE AND MOVEMENT : These are key factors of body
language. Most people will adopt comforting behaviors or actions
during stressful moments.Posture and movement can tell you how
someone is feeling. For example, an arm-crossed posture sends the
message that you are not open to new ideas or solutions. Or, the leg-
crossed posture is known as a posture of defiance and defensiveness.
Posture and movement send information about attitude.
PARALINGUISTICS : Non verbal communication is a broad domain
that includes all the subtleties of our bodies. Paralinguistics are
represented by your tone of voice, pitch, loudness, and inflection.For
example, the words affect and effect have different meanings, but sound
very similar. Fortunately, in most cases, we can use context and body
language to discern between the two.
 APPEARANCE : Non Verbal communication is also thought to be
facilitated by the colors we wear, the clothes we dress up in, the
haircuts we have, and other physical characteristics.Different colors
can provoke various emotions, according to research on color
psychology. Physiological responses, assessments, and conclusions
can all be influenced by appearance.
 VISUAL COMMUNICATION : Visual communication is any form
of communication that uses visual aids. For instance, we use a red
sign to signify “danger,” a skull between two pieces of bone
arranged crosswise to symbolize “dangerous” and an image of a lit
cigarette with a cross on it to imply “no smoking.”
Disadvantages of Non – Verbal
Communication :-
 1. Vague and Imprecise : Non Verbal communication can be highly hazy and
ambiguous since no words or language are used in this communication to convey
a clear meaning to the recipient. A dictionary cannot properly classify them. Their
meaning varies depending on the intention level, culture, and situation.
 2. Continuous : It is feasible to pause in verbal communication, but nonverbal
messages can usually not be stopped. Additionally, spoken language has a
framework that makes it simpler to detect changes in a subject or to examine its
grammar. Such analysis could work better with non verbal communication.
 3. Multi-Channel : You might need to catch something important in a hand
gesture while keeping an eye on someone else's eyes. Since everything is
happening simultaneously, trying to keep up with everything may need
clarification. But most of us do not, at least not consciously.
 4. Culture-Bound : You pick up on non-verbal communication from your parents and
other people you hang out with as a child. All cultures also share other gestures. Evidence
supports the idea that people from all cultures smile when they are happy and frown when
they are unhappy. The majority of nonverbal symbols, however, appear to be even more
disassociated from any "fundamental meaning" than spoken symbols. The thumbs-up
gesture, considered favorable in the USA, may be considered obscene in another culture.
 5. Long Conversations are not Possible : Are Not PossibleLong conversations and
essential clarifications are impossible with nonverbal communication. No person may talk
about the specific issues raised by the messages.
 6. Difficult to Understand : Requires a lot of repeats in non-verbal communication and
needs help understanding. Because it communicates with others by gestures, facial
expressions, eye contact, touching, etc., it may be difficult for simple and ignorant
individuals to grasp.
 7. Not Everybody Prefers : Only some people prefer to interact with others
through nonverbal means of communication. It occasionally fails to leave an
effect on viewers or listeners. It has less impact and isn't applicable everywhere. It
cannot be used as a communication tool for the general population.
 8. Lack of formality : Like other forms of communication, nonverbal
communication has no set norms, formalities, or structures. People often move
their bodies differently to communicate nonverbally, unconsciously, and
habitually.
 9. Costly : Non Verbal communication can be extremely expensive in some
situations. For example, neon signs, PowerPoint presentations, movies, etc., are
quite expensive compared to other kinds of communication.
 10. Distortion of Information : Since non-verbal communication involves using
gestures, facial expressions, eye contact, touch, sign, sound, paralanguage, etc., to
communicate with others, there is a high likelihood that some information will be
misinterpreted.Despite being quite complicated, nonverbal communication is
crucial to effective communication. People frequently have no awareness of their
non-verbal behavior, nevertheless.

 CONCLUSION :
 Beyond what is spoken, a basic understanding of non-verbal communication
techniques can help to enhance interpersonal interactions. Understanding these
indications can help people communicate more effectively and foster deeper
understanding, ultimately the goal of communication.
Advantages of Non – Verbal
Communication
 1. Supplementation: Nonverbal communication can supplement verbal
communication and provide additional meaning or emphasis to a message. For
example, a nod of the head can indicate agreement, while a shake of the head can
indicate disagreement.
 2. Emotional Expression: Nonverbal communication can effectively express emotions and
feelings that may be difficult to articulate verbally. For example, a hug can express
comfort, support, or love, while a frown can express sadness, disappointment, or
frustration.
 3. Credibility: Non Verbal cues can impact the credibility of a speaker. For
example, eye contact, confident posture, and a steady tone of voice can increase
the perceived credibility of a speaker, while avoiding eye contact, fidgeting, or
speaking in a monotone voice can detract from it.
 4. Building Relationships: Non verbal communication can play a crucial role in
building relationships and establishing rapport. For example, smiling, making
appropriate eye contact, and using an open posture can help create a sense of
trust and comfort, while avoiding eye contact, appearing rigid or tense, or
crossing one's arms can convey a lack of interest or comfort.
 5. Cultural Awareness: Non verbal communication can vary greatly between
cultures and understanding these differences can help to avoid misunderstandings
or miscommunications. For example, the acceptable distance between individuals
during conversation or the use of gestures can vary greatly between cultures.
Some Workplace Examples :
 1. A manager's body language in a meeting can influence the outcome of the
discussion and the perception of their authority. For example, leaning forward,
maintaining eye contact, and appearing engaged can demonstrate their interest
and investment in the topic, whereas slouching, avoiding eye contact, or
appearing disinterested can convey a lack of engagement and detract from their
perceived authority.
 2. In a job interview, an applicant's nonverbal cues, such as posture, eye contact,
and handshake, can communicate confidence, nervousness, or disinterest, and can
greatly impact their chances of being hired.
 3. A teacher's nonverbal cues, such as facial expressions, gestures, and posture,
can significantly affect students' learning and engagement in a classroom setting.
A teacher who is expressive, animated, and energetic can hold students' attention
and foster a positive learning environment.
CASE STUDY

 1. A customer service representative (CSR) at a call center is having difficulty

effectively communicating with a frustrated customer. Despite the CSR's attempts
to remain calm and professional, the customer is becoming increasingly angry and
difficult to deal with.
 Solution: The CSR should pay attention to their nonverbal cues, as they may be contributing to the
escalation of the situation. For example, the CSR could try to remain calm and composed, maintain
eye contact, and use a soothing tone of voice to de-escalate the situation. The CSR could also try to
mirror the customer's body language, such as leaning forward or making appropriate gestures, to
convey empathy and understanding. Additionally, the CSR could take a brief break or pause in the
conversation to collect their thoughts and approach the situation with a fresh perspective.
 In conclusion, being mindful of one's nonverbal cues and using them effectively can greatly
improve communication and resolve conflicts in customer service situations. Effective nonverbal
communication skills can help create a positive atmosphere and enhance the overall customer
experience
 2. A team leader is having difficulty maintaining the attention and
engagement of their team in a meeting. Despite their efforts to
communicate the importance of the topic, team members appear
disinterested and are not actively participating in the discussion.
 Solution: The team leader should pay attention to their nonverbal cues and the
nonverbal cues of the team members. The leader could try to make the meeting
more interactive by encouraging team members to participate and provide their
input, and by using gestures or body language to show their interest in what the
team is saying. The leader could also try to create a more relaxed and comfortable
atmosphere by using humor, making appropriate eye contact, and showing
empathy towards team members. Additionally, the leader could try to structure the
meeting in a more engaging way, such as using visual aids or breaking up the
discussion into smaller, more manageable parts.
Survey

 One hundred adults of 549 in a Midwest school district agreed to participate in the survey.
These adults included administrators, teachers, and other staff members (including but
not limited to assistants, custodians, and substitute teachers). The survey was
administered from June 14, 2011 – July 5, 2011. Limitations of this study include the
following: only one school district was surveyed, the district was located in the Midwest,
and gender and teaching experience were not included in the survey. These limitations
might not provide accurate results nationwide. For example, what teachers think in the
Midwest might be very different from the thoughts of teachers in the East, West, and
South. Also, teaching experience might have an effect on teachers’ awareness of nonverbal
communication in the classroom. The survey provided to the Midwest school district
yielded a response rate of 16%. Possible reasons for this yield include a change in e-mail
server, causing some participants to not receive requests to participate. Responses were
compiled for graphing and analysis (see figures 1-9).
THANK YOU!