Verbal and

Non-Verbal Communication
Communica-
tion
What is
communication? VER
Communication is the process of sending and receiving
messages through verbal and nonverbal means including speech
or oral communication, writing or written communication, signs,
signals, and behavior.
What are the most common ways or
methods on how we COMMUNI-
CATE
with people around us?
VERBAL COMMUNICA-
TION
According to Penrose and others, “Verbal
communication consists of sharing thoughts
thought the meaning of words.

According to Bovee and others, “Verbal

communication is the expression of
information through language which is
composed of words and grammar.”
VERBAL COMMUNICATION MAY
BE TWO TYPES:
ORAL and WRITTEN Communication.
ORAL
COMMUNICATIO  In oral communication,
N spoken words are used
 It includes face-to-face
conversations, speech,
telephonic conversation,
video, radio, television,
voice over internet
 Communication is
influence by pitch, volume,
speed and clarity of
speaking
 It brings quick feedback
 In a face-to-face conversation, by reading
facial expression and body language one
can guess whether he/she should trust what’s

being
Moresaid
personal
or notand informal.
 Makes immediate impact.
 Helps us correct our messages according
to the feedback and non-verbal cues
from the listener
 A word once uttered can’t be taken
back.
 Impact may be short
lived.
 It can be forgotten easily.
 There is no legal evidence of oral
communication.
WRITTEN
COMMUNICATION  Written signs or symbols are

used to communicate
 Can be transmitted via
email, letter, report,
memo, etc.
 Most common form of
communication being used
in business
 Creates a permanent record
 Allows you to store information
for
future reference
 Easily distributed
 All recipients receive the same information
 Written communication helps in laying down apparent
principles, policies and rules for running of an organiza-
tion.
 It is a permanent means of communication. Thus, it is useful
where
record maintenance
 Written is required.
communication is more precise and explicit.
 Effective written communica-
tion
develops and enhances an
organization’s image
 It provides ready records and
references
 It assists in proper delegation of
responsibilities
 Necessary for legal and binding documentation
 Written communication does not
save upon the costs.
 If the receivers of the written
message are separated by distance
and if they need to clear their doubts,
the response is not spontaneous.
 Written communication is time-consum-
ing
as thewriting
 Poor feedback is not
skills andimmediate.
quality have a negative impact
on organization’s reputation.
 Too much paper work and e-mails burden is involved
Common Etiquettes in Written Communication
Focus on
format
The various formal writing forms have a pre-determined,
universally accepted format that accompanies them.
Structuring of the
content
While writing one should ensure that the content is well organized,
with the overview/basic details comprising the introduction
Ensuring
connectivity
The content that comprises a piece of writing should reflect fluency and should
be
connected through a logical flow of thought, in order to prevent misinterpretation
and catch the attention of the reader.
Steering clear of short
form
People may not be aware of the meaning of various short forms and may thus
find it difficult to interpret them.

Importance of grammar, spelling and

punctuation
Improper grammar, spelling and punctuation can at worst
cause miscommunication and at least results in unwanted
humor and should be thus avoided.
Importance of cre-
ativity
In order to hold the readers' attention one needs to be
creative to break the tedium of writing and prevent
monotony from creeping in.
Avoiding excessive use of
jargon
Excessive use of jargon can put off a reader.
Good writing features:

Completeness
Correctness
Credibility
Clarity
Conciseness
Consideration
Vitality
Types of
Writing
E-mails
Letters and Memos
Agendas
Reports
Promotional Material
Academic Documents
Research (scientific) manuscripts
White Papers
NON VERBAL COMMUNICATION

“Non-verbal communication includes

any communication occurring without
the use of words.”

“It is a communication
that takes place through non-verbal cues:
through such form of non-verbal
communication as gesture, eye contact,
facial expression, clothing and space; and
through the non-verbal vocal communication
known as Para-language.”
 Forms of Non Verbal
Communication
Eye Con-
tact Eye contact, a key characteristic of nonverbal
communication, expresses much without us-
ing a single word.

Eye contact also establish the

nature of a relationship.
Facial Expres-
sions
Facial expressions are the key characteristics
of nonverbal
communication. Your facial expression can
communicate
happiness, sadness, anger or fear.
 Posture
Posture and how you carry your self tells a lot
about you.
How you walk, sit, stand or hold your head
not only
indicates your current mood, but also your
personality in
Haptic or Touch general.

Haptic communication is communicating by

touch.
Touch or Haptics is the characteristic of non-
verbal
communication and used when we come into
physical
Gestures
A gesture is a characteristic of nonverbal
communication
in which visible body actions communicate
particular
message.

Gestures include movement of the hands,

Personal space
face, or other parts of the body.
Personal space is your "bubble" - the space
you place
between yourself and others. This invisible
boundary
becomes apparent only when someone bumps
or tries to
enter your bubble.
Non-verbal communication is any information that is communicated without us-
ing
words. The important characteristics of non-verbal communication are as follows:
No use of Different May con- Shows feel-
words meaning flict with ings and
verbal mes- attitudes
sage

Culturally Vague and Largely Informality

determined imprecise uncon-
scious
 Verbal V.S. Non Verbal
Communication

Although verbal communication is easier to understand,

non-verbal communication is essential to understand not
only a message, but more importantly, the feelings behind
the message.
ORGANIZATIONAL
CHANGE

Organizational Change refers to a

modification or transformation of the
organization’s structure, processes or goods.

It is a change that has an impact on

the way work is performed and has
significant effects on staff.
Organization Changes can be:

 In the structure of an organiza-

tion
 In the structure of an organizational
operation and size of a workforce
 In working hours or practices
 In the way roles are carried out
 In the scope of a role that results
in a change in the working situa-
tion, structure, terms and condi-
tions or
environment
TYPES OF
CHANGES
Planned Change
It is change resulting from a deliberate
decision to alter the organization. It is an
intentional, goal – oriented activity.

Unplanned Change
It is imposed on the organization and is
often unforeseen.
orces for Change in Organization

External Forces Internal Forces

 Technological  Changes in managerial

change personnel
 Globalization  Declining effectiveness
 Social &  Changes in work cli-
Political changes mate
 Workforce  Deficiencies in existing
diversity system
 Crisis
 Employee expectation
HANGE AGENT
Change Agent is anyone who has
the skill and power to stimulate,
facilitate, and coordinate the
change effort.

Roles of Change Agent

Consulting
Training
Research
Skills of Change Agent:

Empathy
Empathy leads to improved communica-
tion and understanding between the
change
agent and organization members.
Linkage
This refers to the extent to which the
change agent and organization members
are tied
together in collaborative activities.
Proximity
This refers to the physical and psychologi-
cal closeness of the change agent and orga-
nization members.
 Structuring
This factor refers to the ability of the change agent
and organization members to clearly plan and
organize their activities concerning the change effort.

Openness
This characteristic refers to the degree to which the
change agent and organization members are willing
to hear, respond to, and be influenced by one another.

Reward
This refers to the nature and variety of potential
positive outcomes of the change effort that might
accrue to the change agent and organization members.

Resistance to Change
Individual Resistance
Individual sources of resistance to
change reside in basic human
characteristics such as percep-
tions,
personalities & needs.
Reasons of Individual Resistance
Economic Reason–The economic reason
of resistance to change usually focus on:
 Fear of technological unemployment.
 Fear of demotion & thus reduced pay.
 Fear of reduced work hours &
consequently less pay.
Fear of Loss- When a change is impending,
some employees may fear losing their jobs,
status particularly when an advanced
technology is introduce
Security – people with a high
need for security are likely to
resist change because it threatens
their feeling of safety.
Status quo- change may pose
disturbance to the existing
comforts of status quo.
Peer Pressure- individual
employees may be prepared to
accept change but refuse to accept
it for the sake of the group.
Disruption of Interpersonal Rela-
tion-
employees may resist change that
threatens to limit meaningful
interpersonal relationships on the job.
Social Displacement- introduction of
change often results in disturbance of the
existing social relationships. Change may
also result in breaking up of work
groups.
 Reasons of Organizational Resistance

Organizational Resistance Resource constraint- resources are major

Individual sources of resistance constraints for many organizations. The
to change reside in basic human necessary financial, material & human
characteristics such as percep- resources may not be available to the
tions, personalities & needs. organization to make the needed changes.

Structural inertia – some organizational

structures have in-built mechanism for
resistance to change.

Politics- Organizational changes may

also shift the existing balance of power
in an organization.
Managing Resistance to
Change
Education & Communication

Participation

Empathy & Support

Negotiation

Manipulation & Cooptation

Coercion
WORK MOTIVATION
Work Motivation refers to the
human drive to work in order to
gain rewards from that work,
whether those rewards be
physical, emotional, social or
monetary.

If you are working at a job because
you get a great feeling of personal
satisfaction from it, and you are trying extrinsically motivated.
to perform the behavior for its own
sake (not for money), and then you
are
intrinsically motivated.
Why do you
work
If you work or study ?of money,
because
a degree or good grades you are
You are not working at a job because you
get a great feeling of personal satisfaction
from it or because it makes you feel good
about yourself (that you are a good person),
but rather to gain some kind of reward.
While what people want from work is situational, depending on the person, his needs
and
the rewards that are meaningful to him, giving people what they want from work is re-
ally quite straight forward. People want:
Control of their work inspires motiva-
tion
-including such components as the ability to have an impact on decisions
;
-setting clear and measurable goals;
-clear responsibility for a complete, or at least defined, task;
-job enrichment;
-tasks performed in the work itself; and
-recognition for achievement
To belong to the in-crowd creates motiva-
tion
-including items such as receiving timely information and communication;
-understanding management's formulas for decision making;
-team and meeting participation opportunities; and
-visual documentation and posting of work progress and accomplishments
The opportunity for growth and development is motivational
-includes education and training; career paths;
-team participation;
-succession planning;
-cross-training; and
-field trips to successful workplaces

Leadership is the key in motiva-

tion
People want clear expectations that provide a picture of the outcomes de-
sired with goal setting and feedback and an appropriate structure or
framework.
References:
• Richard Nordquist, https://www.thoughtco.com/what-is-nonverbal-
communication-1691351
•What is verbal communication and non-verbal communication?Copyright
© 2013 - 2017 by The Business Communication
•Work Motivation, AlleyDog.com. https://www.alleydog.com/glossary/
definition.php?term=Work%20Motivation
THANK YOU!