UNIT 1

Why Employment Communication?

1. For securing employment

2. For building a positive work environment
COMMUNICATION

The word communication;originates from the Latin verb communicare, which means “to make
common” or communitas, which is again to make common.

DEFINITION

The imparting or exchanging of information by speaking, writing, or using some other medium.
In short -means of sending or receiving information
A process by which information is exchanged between individuals through a common system of
symbols, signs, or behavior.

Communication is a two-way process involving the following elements: a sender, a message, a medium,
a channel, a receiver, a response and feedback.
Merriam-Webster Dictionary

The process or act of exchanging, expressing or conveying information and ideas through writing,
speaking and gesturing.

Types of Communication

1. Intrapersonal communication-Communication with self

2. Interpersonal Communication- Between two persons, and that is called the relationship level of
communication.
3. Group Communication- We have the relationship level of communication at the workplace.
Group communication of interaction within a limited number of persons
4. Public communication- Communication designed to inform or persuade audience members.
5. Online or machine assisted communication-Building of relationships using computers and
internet
6. Mass communication-Transmission of messages which may be processed by gatekeepers prior
to their being sent to large audiences through a channel of broad diffusion.
IMPORTANCE OF COMMUNICATION

In the Organization:
 It is a tool for sharing thoughts, ideas, opinions and plans in various parts of an organization.
Good communication is required not only in building relationships but also for a successful
business. Communication helps to increase efficiency at the workplace.

Importance for Individuals:

For advancement in the career.

In your personal life, effective communication skills can smooth your way and your
relationships with others by helping you to understand others, and to be understood.

To Secure an Interview:

To secure yourself in the interview you should communicate confidently and clearly. Good
communication skills would help you to get selected for the job.

For Motivation:

Communication is a basic tool for motivation. This can improve the morale of the people.

To Increase Productivity:

With effective communication, you can maintain relationships. It helps to increase productivity.

To Develop Professionalism in Students:

In the future students will become political / business, entrepreneurs, and leaders, in all these
fields they need to communicate effectively.

To Increase the Quality of Being Friendly With Others:

Good communication builds strong friendships. It will give confidence.

It enhances the ability to understand and share the feelings of each other

FUNCTIONS OF COMMUNICATION
When people communicate, there is usually a communication intent or reason that initiates the
communication.In business, these reasons are known as functions of communication

The three functions of communication are to inform, to persuade, and to motivate.

Understanding these fundamental communicative functions and their examples is crucial to having a
successful organization.

1. Inform

Informing refers to providing information and data to the employees.

Employees must have a good understanding of their job duties, the company's rules and procedures,
and the company's objectives.

When employees are informed about the company's expectations, uncertainty is eliminated, and
employees can effectively perform their jobs.

Downward-moving communication:

superiors to the subordinates and consists of making the subordinates aware of directives and updates.

Eg. A CEO informing the managers about an upcoming round of layoffs is an example of downward-
moving communication.

Upward-moving communication:
The subordinates to the superiors and consists of feedback and reports.

Eg.A marketing director asking the company owner for an increase in her advertising budget is an
example of upward-moving communication.

Horizontal-moving communication:
Between peers and includes communication between employees and communication between
managers.

Eg. One employee telling another employee the company's sales figures is an example of horizontal
communication.

2. Persuade

Persuasion refers to the ability to influence the thoughts or behavior of employees within the company
or people outside the company such as clients and vendors.

Persuasion is used to close sales, form partnerships, and sign contracts.

Persuasion can be written or verbal.

The three parts of persuasion must be present: source credibility, emotional appeal, and social and ego
needs.

3. Motivation:

A motivated individual plays a useful and active role in an organization.

eg. Sharing success stories of those who have overcome the odds feedback on progress toward the
goals, and reward for desired behavior all stimulate motivation and require communication
Essentials of communication -Present in each and every communication scenario or
communication event, communication interaction.

1. People

Sender :Persons who formulate, encode or transmit a message.

Receiver.: Persons who receive, decode or interpret a message.

2. Message

Content value of the communicative act what is being made

common.

3. Channel or the mediums through which a message is sent

3 V’s of communication Visual, Verbal and Vocal.

When we do meet someone face to face, keep in mind that we have all three V’s
to communicate: VISUAL (how we look), VOCAL (how we sound), and VERBAL (what we say).

4. Noise is defined as anything which is interfering or

damaging or distorting the ability to send and receive the message.

3 P’s of noise.

a. Physical noise - noise in the physical sense of decibels.

b. . Physiological noise - if you are not feeling well , it spoils the communication scenario and
communication will not be smooth sailing.

c. Psychological noise.- it is the noise of thoughts inside you,- eg. demotivation, eg. lack of
interest

When these 3 mental issues or these 3 mental variants are in you, then communication is again
not smooth sailing, there are problems, there are hiccups and what will happen is what we
called miscommunication. That communication is not exact or near perfection.

5. Context is the background, it is the setting across

or in the context of which the communication event is unfolding.

a. Formal

b. Informal

6.Feedback :What is returned from communicatee to communicator

 Types of feedback.

a. Which enhances the response ,positive type of feedback

b.Which extinguishes, which is negative type of response.

7. Effect.-Communication outcome

Communication Principles

1. Dynamic,

2. Unrepeatable and Irreversible

3. Affected by culture

4. Ethics

5. It is based on your competence

6. Impacted by media and technology.

COMMUNICATION SKILLS AT THE WORKPLACE

Basic purpose of communication at workplace

Boosts employee morale, engagement, productivity, and satisfaction.

For better team collaboration and cooperation

The four communication skills required at the workplace are listening, speaking, reading,
writing.

Main forms of communication at the workplace

1. Operational level.

a. Internal

This implies the communication done in conducting work within a business, for example
giving orders, assembling the reports, and writing email - that is officially made.

b. External

Whatever work you are doing, which is related to communication with people outside your
business, such as you may be selling, you may be telephoning, you may be advertising or you
may simply be writing a business message or an official communication.
 BOTH INTERNAL AND EXTERNAL COMMUNICATIONS ARE VITAL TO BUSINESS SUCCESS.

2. Personal or the subjective level.

There are three styles of communication assertive, aggressive, and noble.

Non-business related exchanges of information and feelings among people.

After working for quite some time maybe 1, 2, 3, 4 years, we become like a family

We have the feeling that a senior employee is as if the elder brother or the elder sister or
somebody who is in a position to influence as well as guide us, and persuade us,

Affects the employee attitudes.

FACTORS AFFECTING COMMUNICATION AT WORKPLACES

1. Nature of the business- Quality or level of work

2. The operating plan- If it is a very complicated or a very large structure and a complicated work
has to be done, then there are many levels as well as sub-levels of communication, because a
huge product or a huge action plan is to be achieved by the workers or the employees of the
organization
3. Geographic dispersion- How many people and the quality of people and the role and functional
responsibilities of the people, who are at the workplace.
4. No of people involved in the organisation

DIFFERENCE BETWEEN ORAL AND WRITTEN COMMUNICATION

1. Written communication involves creativity.

2. Speaking is a onetime activity.
3. Written communication has longer cycles.
4. There can also be fewer cycles.
ADAPTATION

If somebody who is having a high competence of English is forced to work with somebody, who
has lower competence or control over English the language of the workplace, then they have to
come to a level of adaptation either the one with lower competence has to increase his
competence or control over the language or the other has to use simpler words general words
general terms, and then the communication can be more or less perfect and there would not be
problems at the workplace arising due to miscommunication; so the stress on adaptation.

ESSENTIALS OF COMMUNICATION DON’Ts

  Do not assume that every body understands you.
 While listening do not glance here and there as it might distract the speaker.
 Do not interrupt the speaker.
 Do not jump to the conclusion that you have understood every thing.

What is Culture?
Group or community with which we share common experiences!!!!
It includes groups that we are born into like gender,race ,or nation
Groups we join or become part of
AN UNDERSTANDING OF CULTURAL DIFFERENCES WILL PAVE THE WAY FOREFFECTIVE
COMMUNICATION

CONCEPT OF CROSS CULTURAL COMMUNICATION

Cross-cultural communication is the process of recognizing both differences and similarities

among cultural groups in order to effectively engage within a given context.

Group which shapes a persons values or identity

Culture is formed by
• Race- a category of humankind that shares certain distinctive physical traits
• Ethnicity- large groups of people classed according to common racial, national, tribal, religious,
linguistic, or cultural origin or background.
• Class and Religion- Classes are defined by differential access to power within a given social
system.
• Gender
• Country of Origin
• Geographic Region
• Different Communication Styles
• Different Attitudes towards Conflicts
• Different approaches in completing tasks
• Different decision making styles
Why is Cross-Cultural Communication important?
• Business Opportunities
• Job Opportunities
• Globalization
• Sharing of Views and Ideas
• Talent Improvisation
• Understanding of Diverse Market
• Work is shifting toward more digital collaboration across borders
• Remote workplace models allow companies to hire candidates in other states and countries,
rather than being limited to local candidates or forcing non-local hires to relocate.
• Faster internet, cloud technology, and improved processing speeds have all made it more
convenient than ever for individuals and teams to connect regardless of location.
• Outsourcing and nearshoring, meanwhile, have become commonplace practices across many
industries.

 Today’s workforce is both more spread out and more closely connected than ever before.
 In a single day, you might communicate with a colleague in California, a business partner in
Berlin, and a customer in Hong Kong.
 Effective cross-cultural communication is necessary to bridge potential divides in the workplace,
including differences in the following:
 Language: Completely different languages, dialects of the same language—even heavy regional
accents
 Cultural norms: For example, shaking hands vs. bowing when you meet someone
 Geographic location: Different countries, but also different cities (or even neighborhoods!)
 Time zone: Especially critical for businesses that rely heavily on remote communication, but
plays a role in any business that operates beyond the local level
 Age: Including the particular values and points-of-view of different generations
 Education: For example, business leaders with PhDs communicating with interns who are
working toward their bachelor’s degrees
 Work culture: The different cultures of individual businesses, which can affect interactions with
various partners and vendors

How Is Nonverbal Communication Affected By Culture?

Eye Contact
Eye contact signals confidence in the West, but can be seen as rude or challenging in parts of
Asia and the Middle East.
Touch
Customs such as the handshake. But other cultures consider touching other people
inappropriate. Those who live in Asia tend to take a more conservative approach when it comes
to touching, with a bow typically replacing a handshake.
Gestures
For example, pointing at someone else is an insult in most parts of the world, but in some
places, it is often used simply as a reference. The most common gesture in the world is a nod,
but even that can mean different things in different cultures.
Physical Distance
The rule of thumb here, no matter where you are in the world, is to give people more space
than you think they might need. Only get close if invited.
Facial Expressions
Facial expressions for happiness, sadness, anger, and fear are universal. The Japanese, for
example, try to remain a neutral facial expression, believing that showing your emotions
burdens the other person.
 Appearance
Conservative attire is the safest bet. Some places in the United States are fine with very relaxed
appearances, while others see even an exposed shoulder or leg as cause for offense. The best
choice is to simply dress conservatively.
Posture
Again, the traditional route is the best route. Don’t slouch when sitting or sit with legs crossed.
Face people as they speak to you and nod enough to show you are paying attention to what
they say. Stay mindful of where you sit in meetings – in some cultures, there’s a strict hierarchy
for who gets to sit where.

CONTEXT
Low Context
Communicators in low-context cultures (such as those in North America, Scandinavia, and
Germany) depend little on the context of a situation to convey their meaning. They assume that
listeners know very little and must be told practically everything. Low-context cultures tend to
be logical, analytical, action-oriented, and concerned with the individual.
High Context
In high-context cultures (such as those in Japan, China, and Arab countries), the listener is
already “contexted” and does not need to be given much background information.
Communicators in high-context cultures pay attention to more than the words spoken – they
also pay attention to interpersonal relationships, nonverbal expressions, physical settings, and
social settings,posture, voice inflection, gestures, and facial expression

ETHNOCENTRICISM
 Perceiving other cultural groups from one’s own point of view
 Making invalid assumptions about other’s ways based on one’s narrow experience.
 The assumptions one makes about others involves negative judgements.
 Often leads to misunderstanding others by misinterpreting what is meaningful and purposeful
to other people.

INDIVIDUAL CULTURAL VARIABLES

Related to individual habits and Ethnic Diversity
Differences in Verbal and Non-Verbal Communication like Signals, food,speech,Concept of
time,acceptable dress,decision making patterns,manners etc
1. Non-Verbal Signals
Gestures,eye contact,facial expressions,postures etc
Traditional Greetings-Embrace,Folding hands, Handshake
Eg. Eskimos rub their noses to greet each other.
Filipinos may be angry when they smile or laugh
Japanese does not show emotions on face.

2.Time
 Latin Americans,Middle East-Casual
Arriving late is a socially accepted custom
Americans,Germans-Very Particular
3.SPACE
Indians- Don’t mind standing close
Americans- Stand leaving some space
4.FOOD
Behaviour when food is served, way of eating, sequence of courses of the meal, table manners
Chinese-Chopsticks
Asia-Hand
Europeans-Spoons ,forks, knives
5.ACCEPTABLE DRESS
Business suit,Nehru Jacket,shirt and tie,
6.DECISION MAKING
Americans-Individual
Japanese -Collective

STRATEGIES
 Understand completely
 Listen actively
 Keep prior knowledge of words
 Aid of Intermediates
 Update knowledge of cultures
POTENTIAL HOT SPOTS
 Opening and Closing Conversations
 Way of Commencing/Concluding
 Interrupting
 Use of Silence
 Appropriate topics of conversation
 Use of Humour
 Knowing how much to say

EXPECTED EMPLOYABILITY SKILLS

1. Confidence
2. Attitude
3. Accountability
4. Motivation
5. Time Management
6. Teamwork
7. Stress Management
8. Adaptability
 UNIT II
Verbal communication consists of getting your message across using sounds, words, and
languages
The English word verbal –springs or originates from the Latin verbum meaning words and
therefore, verbal communication is communication through words.

Nonverbal communication involves unsaid things like eye movement, body language, and tone.

C. K. Ogden and I. A. Richards-Triangle of Meaning

Meanings are of two types -Denotative and Connotative.

Denotative Connotative.
 The dictionary meanings of  Subjective meaning.
words
 The objective or descriptive  They are not that which exist in
meaning of a word the dictionary.
For example, the word home refers to the place where you live—it could be a house, an
apartment, etc. This is the word’s denotation.
For many people, the word home has a positive connotation—it’s associated with
safety, comfort, and a sense of belonging. These associations and implications make up
the word’s connotation.
Eg. youthful” versus “childish
Eg blue is a color, but it is also a word used to describe a feeling of sadness, as in: “She’s
feeling blue.”

Three Types of Connotation in Writing

Writers often use connotation to create emotional associations that can be either
positive, negative, or neutral.
Positive connotation- Words that conjure a favorable emotional response. For example,
describing someone ambitious as a “go-getter” or someone who is lively and curious as
“youthful.”
Negative connotation- When a negative connotation is made, it presents the person or
thing in an unfavorable light. Using the examples above, the same ambitious person
might be described as an “overachiever,” while the curious person might be referred to
as “childish.”
Neutral connotation- This is when a word says what it means with a neutral point of
view, and no attached positive or negative connotation. The statement, “He is
ambitious” suggests a person works hard and strives to achieve, without judgment on
whether the ambition is a good or a bad thing

LANGUAGE AND CULTURE

What is language?
Language is a system of “spoken, manual, or written symbols” through which human
beings express themselves. Language helps us communicate, play, and imagine.
Language allows us to interact with the world and define who we are.
The origin of human language is relatively unknown. Linguists believe that spoken
language of some form began with the first humans, the homo sapiens
What is culture?
Culture is the characteristics and thought patterns of a people group. Generally, we
define culture using the obvious, external categories: language, religion, cuisine, arts,
and traditions.
However, culture goes much deeper than that. Culture teaches us how to think, and
interact with those around us and how to view our world.
The word culture actually comes from the Latin term “colere” which means to grow
something from the earth. In a sense, our culture is what grows us together.
On the other hand, culture is often used to categorize or divide people into groups:
Western culture, Eastern Culture, and African Culture.
How are language and culture related?
Brittanica states “language interacts with every aspect of human life in society, and it
can be understood only if it is considered in relation to society. “
Therefore, true understanding of a language requires an understanding of the
surrounding culture.
The relationship between language and culture has also been compared to an iceberg.
Language, and some aspects of culture, are at the tip of the iceberg, the part you see
above the water. Yet, the majority of what forms the iceberg, culture, hides below the
surface
A dominant culture is a cultural practice that is dominant within a particular political,
social or economic entity, in which multiple cultures co-exist. It may refer to a language,
religion/ritual, social value, and/or social custom. These features are often a norm for an
entire society.
A dominant culture is one that has established its own norms, values, and preferences
as the standard for an entire group of people. Preferences and norms are imposed
regardless of whether they contradict what is usual for other members of the group.
The group tends to accept and adopt these behaviors and practices, even if they aren't
shared.
The dominant culture in a society is the group whose members are in the majority or
who wield more power than other groups.
In the United States, the dominant culture is that of white, middle-class, Protestant
people of northern European descent.

Culture and language.

The Sapir-Whorf hypothesis.-They believe that the labels we use help us
shape the way we think ,our worldview and our behaviour
The first thread:
Linguistic determinism is defined as the belief that language influences how we
interpret the world.
The second thread:
Linguistic relativity- The belief that persons who speak different languages perceive the
world differently.
Cultural differences can lead to confusing translations.
Culture also influences our communication styles.

Language can be used with the motive of prejudice and that is called prejudice talk.
Prejudiced talk is defined as the language which communicates a negative bias.
There are two types of prejudice.
Linguistic prejudice is the use of prejudiced language.
GENDERLECT DEBORAH TANNEN
Gender and speech style-males and females or the
 masculine and the feminine gender have different speech styles totally different from
each other.
Women are more tentative and fidgety in their speech style. constituted of three main
parts. first is qualifiers that is tentative phrases.
would generally be speaking tentatively, not sure, not
confident, not exact or precise not being so forceful enough for example, they would say
I suppose we should present the report right in the beginning, do not you think so.
Tag questions
I think it is a pleasant day, is not it?
The third component of speech style as we consider the gender differences of language
used is disclaimers.
Concept of globalization
More and more countries are switching over to using English.
The third construct which impacts language is gender.
for example, manpower, chairman, policemen

VERBAL COMMUNICATION
ROLE OF ETHOS, PATHOS, AND LOGOS
THREE STARS OF COMMUNICATION
What makes someone a good communicator? There’s no mystery here, not since
Aristotle identified the three critical elements —
Ethos,
Pathos,
Logos
• Ethos is the act of appealing to the speaker’s or writer’s authority as a means of
persuasion,
• Pathos is the act of evoking emotions in the audience or readers to make your point,
Logos is the act of appealing to the logic of the audience or readers
THE THREE ELEMENTS –ETHOS
Ethos is essentially your credibility — that is, the reason people should believe what
you’re saying.
In some cases, ethos comes merely from your rank within an organization.
More commonly, though, today’s leaders build ethos most effectively by demonstrating
technical expertise in a specific area (which helps convince people that you know what
you’re talking about), and
by displaying strong levels of integrity and character (which convinces them that you’re
not going to lie to them even though, since you know more than they do, you might get
away with it).
THE THREE ELEMENTS – PATHOS
The Greek word páthos means "experience, misfortune, emotion, condition,” and
comes from the Greek path-, meaning “experience, undergo, suffer.”
In English, pathos usually refers to the element in an experience or in an artistic work
that makes us feel compassion, pity, or sympathy.
Pathos is a quality of an experience in life, or a work of art, that stirs up emotions of
pity, sympathy, and sorrow.
Pathos can be expressed through words, pictures, or even with gestures of the body
Pathos is the act of evoking emotions in the audience or readers in order to persuade.
The speaker or writer uses words to manipulate people into feeling empathy, desire,
anger, joy—virtually any emotion. To do so, they need to understand who they’re
talking to and the greater societal context quite well.
Pathos is making an emotional connection — essentially, the reason people believe that
what you’re saying will matter to them
The importance and the power of making emotional bonds (more ethos?)
Giving people your undivided attention,
Take an active interest in your team members’ career development, and
Being enthusiastic about both the organization’s progress and the individuals who
enable it are ways that leaders do this well.
At the end of the day, pathos has the greatest influence on followers’ perception of
their leader’s effectiveness as a communicator.
Logos is your mode for appealing to others’ sense of reason, ergo the term logic.
Employing strengths in strategic thinking, problem solving, and analytical skills are how
today’s leaders express logical ideas in clear and compelling enough terms to influence
outcomes.
While some people can get by on gut feel, as Steve Jobs famously tried to convince us
he did, most leaders are required to provide some kind of analysis to make clear their
decisions.
Non-verbal communication has been defined as the unspoken communication that
goes on in each and every face-to-face
interaction with another human being or other human beings as such one to one or one
to many.
Route to discover what the other side wants, a secret way into the heart, the soul, the
mind of the other.
The inner most, the most instinctual form of communication.
Quotation of Mehrabian
Only 7 percent of a message value is received through words, listeners receive the rest
93 percent through non-verbal means.
Birdwhistle
Spoken words or verbal communication accounts for not more than 30 to 35 percent of
all the social interactions.
Almost 65 percent of the social meaning of messages, we sent to others is
communicated through the non-verbal modes or means.

Communication

Verbal
Non- Communi
Verbal cation Verbal
Communi 35 Non-Verbal
cation…

Characteristics of non-verbal communication-cues and context.

Facial expressions- The human face is extremely expressive, able to convey countless
emotions without saying a word. The facial expressions for happiness, sadness, anger,
surprise, fear, and disgust are the same across cultures.
Body movement and posture- This type of nonverbal communication includes your
posture, bearing, stance, and the subtle movements you make.
Gestures- You may wave, point, beckon, or use your hands when arguing or speaking
animatedly, often expressing yourself with gestures without thinking. However, the
meaning of some gestures can be very different across cultures.
 Eye contact- The way you look at someone can communicate many things, including
interest, affection, hostility, or attraction. Eye contact is also important in maintaining
the flow of conversation and for gauging the other person's interest and response.
Touch- Think about the very different messages given by a weak handshake, a warm
bear hug, a patronizing pat on the head, or a controlling grip on the arm,
Space - Have you ever felt uncomfortable during a conversation because the other
person was standing too close and invading your space? We all have a need for physical
space, although that need differs depending on the culture, the situation, and the
closeness of the relationship. You can use physical space to communicate many
different nonverbal messages, including signals of intimacy and affection, aggression or
dominance.
Voice- It's not just what you say, it's how you say it. Things they pay attention to include
your timing and pace, how loud you speak, your tone and inflection, and sounds that
convey understanding

Functions of non-verbal communication-

1. Message reinforcement or complementation - Whatever you are trying to communicate
is made stronger or complemented.
2. Message negation- Verbally you are saying something, but non-verbally you are doing or
your actions are otherwise.
3. Message substitution- Instead of using a verbal message, you use a non-verbal
component.
4. Message accentuation or intensification- Your verbal message is made more intense, it
is made more clear.
5. Message regulation - signifying to the other that now it is my turn to speak

Types of Non-verbal communication

1. Body language or in communication, it is called kinesics.
2. Clothing and artifactual communication.
3. Voice or paralanguage
4. Space and distance or proxemics.
5. Color
6. Time or chronemics.
7. Touch or haptics.
8. Smell or olfactics
 1. Kinesics - The study of human body in motion or in common parlance in everyday
speech, it is called body language. Derived from the word kinetic that is energy due
to movement. And it consists of your face, and therefore facial expressions, it
consists of posture or the way in which you position yourself, how you use your
hands.
2. 2. Clothing and artifacts- Artifacts are anything which you can wear on your body as
such, any personal adornments,jewels ,Spectacles, hair bands, clothes.
3. Voice –
Paralanguage is vocal cues that accompanies spoken language
Pitch is defined as the highness and lowness of the voice.
Habitual pitch - characteristic pitch that a person uses
Volume is understood as degree of loudness.
Rate is the speaking speed.
Non-fluencies- Sounds of phrases, which disrupt the flow of speech
Silence is absence of any kind of para list paralinguistic or verbal cue.

4. Space and distance- P roxemics and environmental factors.

Proxemics has been defined as the study of the use of space
Four types of distances
Finding of Edward T Hall a communication researcher
1.Intimate distance- 0 to 18 inches, the distance between two wrestlers
2.Personal space -At arm’s length - 18 inches to 4 feet,
3. Social distance- 4 feet to 12 feet, we maintain this distance with those, with whom we
have social relationships.
4. Public distance- Distance we have between ourselves, and those in positions of public
authority and power.

Environmental space
1.Informal- highly mobile and can be quickly changed
for example light chairs, tables, furniture
2. Semi-fixed- temporary partitions
eg heavy tables
3. Fixed-feature -contains relatively permanent objects
eg. The boundary wall between two houses

5. Colors
 Not simply other than black and white
 VIBGYOR,violet, indigo, blue, green, yellow, orange red or the associations or the kind
of mixtures
 Colors have meanings and associations.
 If you look at red color for quite some time you will become Highly stressed, your blood
pressure will rise up, because red is the color of heat

 6. Time

 Chronemics is thus defined as the study of time use.

 An important factor in this chronemics is punctuality, do you arrive on time or do you

waste time.

 7. Touch or haptics

 The most primary form of communication

 8. Smell or Olfactics.

 The study of the use of smell.

 A branch of medicine now, called aroma therapy.

 In Indian households, we use the dhoop or the agarbathi- Can spread positive vibrations.

 And a good smell promotes positivity or a warmth in the house or the room.

Gender and nonverbal behavior

 Men and women are so different, they must be from different planets.

 John Gray’s famous book,” Men Are From Mars, Women Are From Venus”

 In the eastern societies or the eastern parts of the world, it is not taken
rightly if women are sitting with legs apart.
 Men are prone to sit with legs far apart whereas, women are supposed to be demure
and prudent and keep their legs near each other.
 Visual dominance-
comparing the percentage of looking while speaking with the
percent of looking, while listening.
 when two people are having conversation what is called f to f face to face conversation,
men will be looking more whereas, women will be looking less the while speaking.
 Women will be looking here there everywhere, but will not be having straight gauge or
eye contact with the others while speaking.
 the men will be used to it is quite normal for men to have long protracted gauge or
periods of eye contact. So, men try to be visually dominant, their visual dominance in
such as such is higher than that of women, because they look more while speaking
whereas, women will be looking less, but they will be listening more.
Facial Expressions
 men overall use fewer facial expressions than women.
 Men also smile less.
 Women tend to rely heavily on facial expressions, including head nodding and eye
contact
 Men are much more likely to command and use personal space than women.
 Men often prefer face-to-face communication, with the opportunity to shake hands or
pat someone’s shoulder.
 Women are usually comfortable speaking with someone side by side and are more
comfortable being in close proximity with other women.
 Touch

 Usually, men use pats, back slaps and shoulder touches as a way to display dominance.
Men will use an introductory handshake to set the tone for communication to come.
Women, on the other hand, may reach out and touch someone’s arm or offer a hug to
build a connection and show support.

 Posture

 Men typically have wider postures and stand with their arms farther away from their
bodies and legs apart. Women are more likely to keep their arms closer to their bodies
and cross their legs.

 Gestures

 Women learn during childhood to “align their bodies to face the other person” and sit
still while using more hand gestures. Women’s gestures are also typically more fluid.
Men, meanwhile, use sharp, directed movements.

 Eye Contact
 Women typically use more direct eye contact during communication in order to make a
strong connection and develop a relationship. Men, however, use eye contact most
commonly as a challenge of power or position.

DIVERSITY AND NON VERBAL BEHAVIOUR

 Contact cultures

 Cultures that promote interaction and encourage displays of warmth closeness and
availability.

 Public displays of warmth and emotional proximity or love and affection are acceptable
in western cultures, but this kind of public display of warmth, affection, love, emotion
whatever, will not be; the people of the eastern side of the globe.

Technology and nonverbal communication

 If you are face to face with a person you will behave differently, but if you are offline I
mean if you are communicating with the person through internet let us say on social
media,on Whatsapp or on Facebook or on Insta or V chat or whatever any of the social
media channels available to you, then your nonverbal communication will be different.

 Emoticons- symbols that replace nonverbal cues

 during machine assisted or online communication.

EFFECTIVENESS AS NONVERBAL COMMUNICATORS.

 When entering a communication scenario examine the environment and observe the
communicators.

 If it is professional it is bound to be little bit restrictive,

 If it is personal you can be more warm and open and natural.

 Look at the body language that is kinesics, that is to revise once again face smile and
facial expressions posture gesture

 gauge or eye contact, then we listen for the vocal cues what is being said

 And the last is to observe the touching behaviors in the eight types of nonverbal
communication the last one which is haptics is very important to observe. The touching
behaviors or the touching patterns of the communicators
Tips to improve nonverbal communication.
• Honesty to yourself

• verbal and nonverbal communication should complement each other

• efficiency, this is an area where you can work, you can treat yourself as you are the
teacher.

• give a genuine smile and not a fake smile to be aware of the false cues,

• the third is to keep a respectable distance between yourself and the other keeping in
mind Edward T Hall’s four distances use touch carefully.

• Respect the status of the other and as a sign of being a friend or more welcoming shake
hands appropriately..

The Role of Body Language in Communication

 Body language is the use of physical behaviour, expressions, and mannerisms to

communicate non-verbally.

 Non-verbal behaviours can allow people to be at ease, build trust and connections with
others.

 However, they can also confuse others, generate tension, and even create an
uncomfortable environment.

 Why is body language so important?“

 The importance of body language is reflected in the ability to help people in the process
of communication.

 It helps people have a better understanding of the overall situation, and thus adjust the
content of the conversation and voice intonation.

 “Body language” is the best interpretation of the behavioral psychology of the

individuals and groups."

 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.
  Then it communicates a message and body language is therefore, very important for
the overall message you communicate.

Desirable Components of Body language

1. Oculesics or eye behavior.

2. Facial expressions

3. Posture

4. Gesture.

5. Dress

6. Appearance

7. Voice and delivery

8. Non-words

Kinesics –

The study of human body motion and popularly referred to as “Body Language”
in general everyday speech.
It includes any movement of the face or body that communicates a message.
Eye behavior or Oculesics
Oculesics has been defined as the study of eye movement or eye behavior.
It is a sub category of facial expressions
In simple terms we can also call it gaze or eye contact.
Please remember, this is different from staring, staring is prolonged gaze or prolonged
eye contact.
Eye Language

Position Action

Centered Focusing
Gazing up Thinking
Gazing down Shamed

Gazing on the side Guilty

Wandering Disinterested or bored
b. Facial expressions

The configuration of the face that can reflect, augment, contradict or be unrelated to a
speaker’s vocal delivery.

Facial management techniques: The control of facial muscles to

conceal inappropriate or unacceptable responses.

Part of Face

forehead wrinkles angry.

eyebrows outer Intense anger
edges up
Nose Upward Contempt

c. Posture

Posture is the way you position yourself vis a vis the other with whom you are communicating.

It is defined as the way a person stands forward or backward or erect, leans forward or back
and also the way in which the head is moved

Nancy Henley in her book Body Politics has defined posture as the way you walk, the bearing
with which one proclaims one’s position in life.

Open position body language is when a person’s posture and gestures indicate that they are
approachable and open to communication. This can be done through nonverbal cues such as
maintaining eye contact, keeping an open stance, and orienting the body toward the person
you’re talking to.

• Responsive body language posture.

• The person would be engaged with the person is leaning forwardand participating in the
discussion or conversation; arms body and hands would be open.

• They would not be closed or clasped.

• they are eager, they are enthusiastic and if they are sitting you see this is the sprint
position.
• the feet would be under the chair on toes and leaning slightly forward.

• A reflective person listen very intensely and interestedly slight head tilt on either side.

• There is lots of eye contact, gaze or eye contact with the other who is speaking and
there is nodding. and the blink rate of the eyes would be high,.

• reflecting or evaluating.

• Because, this would be shown through the person sucking the glass or the pencil, a
stroking the chin

• Legs would be crossed in 4 position; and the ankle would be on knee

• reflective posture is understood by the attentiveness

• If the person is standing then the arms

• would be behind the back as we do in as we do in savdhaan and they would be a slight

smile on the face and the feet would be open.

• The feet would be open not closed; these

• are closed feet, these are open feet some gap between them.

• Fugitive
• Back towards you
• Slouching
• Slumped posture
• Bored
• Staring into space
• Eager to leave
• Feet towards Door
• Buttoning Jacket attitude of let me go,
• Rejection

• Arms folded
• Head Down
• Legs crossed
• Thigh on knee
• Sometimes Frown

• Combative
• Let me speak
• Finger Tapping
• Staring
• Aggressive
• Finger pointing
• Fists Clenched
• Defiant
• Hands on Hips
• Frown on Face
•

Gestures
• Movement of arms, legs, hands and feet during the communication process
• ARMS
• Arms crossed- Angry Disapproving man
• Open arms- Readily accepting man
how do you improve your body language?
o We need to work upon eye communication and gaze not stare.
o Facial expressions need to be managed, posture and movement need to be
controlled. Gesticulations, gestures need to be the minimum possible.
o Dress and appearance need to be good formal, for formal situations I think they
should be at the almost impeccable.
o you have to work upon your voice and delivery and take care that you do not
utter too many non-words.

 eye communication
 a prolonged eye contact is a stare, it is no longer a gaze and it is considered unmannerly
without a ticket, it is not considered good.

 facial expressions

 most important is the smile.

posture movement.
 Upper body stand tall
  Don’t lean

 Ready position

 Use own style

POSITIVE GESTURES

TYPES SIGNIFICANCE

Open Palms Positive Personality

Eye to eye contact Honest and Direct
Smile Open Personality
Equal Handshake Equal in behaviour and attitude with no complexes associated

HANDSHAKES

TYPE SIGNIFICANCE

Equal Handshake Equal in behaviour and Attitude

Tight Grasp Superiority Complex

Limp Handshake Inferiority Complex and Dejection

Politician’s Deceptively Subservient position

Handshake
Informal Handshake Informal Behaviour and Attitude

Eye Behavior in Profession

Types Manner of Portrayal Connotation

business between the eyes and business transaction going on that is understood by the third
forehead person or the observer.
social type between forehead to social interactions
of gaze lips
Intimate gaze at each other from situation of intimacy.
head to toe
shifty eye eyes keep shifting lack of concentration

evasive eye avoiding eye contact lack of credibility

stammering high blinking rate trying lack of confidence

eye to get into focus
stuttering the evasive eye or the this kind of persons cannot be trusted
eye shifty eye combine
together combined
with each other

Smiles

Types Manner of Portrayal Connotation

felt smile or The upturned mouth will be with appreciative of the interaction and quite
real smile lips closed happy
upper set of teeth may be slightly
exposed with simultaneously
having eye contact.
there will be a broad smile and
both your set of teeth will be
exposed.
What Is “The Duchenne Smile?”

The Duchenne Smile was named after 17th century French researcher Duchenne de Bologne.
He believed that the key to a real smile (a genuine expression of happiness) was found in the
eyes. Even though the muscles around your mouth are easy to shape into a smile, the muscles
around your eyes (the Orbicularis Orbiti) are only triggered by true happiness.

You can tell if someone is using these muscles if you notice the corner of the eyes “crinkle”- or
crow’s feet appear. This type of genuine smile is normally hard to fake, but some people can
learn to do it well.

Here are a few tips to determining if a smile is sincere or not:

Watch for eye movements: Real smiles cause the eyes to move. It is fake if the rest of the
person’s face stays still while they are smiling.

Watch for bottom teeth: When a person has a genuine smile, they are less likely to expose the
bottom row of teeth. A fake smile is more likely to include both rows of teeth. If it helps, think
of how you might smile when forced to take a picture.

Watch for crow’s feet: When you notice someone smiling, look to the corners of their eyes. Are
there crow’s feet there? If there are, then it is more likely to be a real smile, since they are
using more of their face muscles to do it.

Miserable smile

We now know that smiling is indeed instinctive, but not just when we’re happy. The ‘miserable
smile’ is a stoical grin-and-bear-it expression – a slight, asymmetric smile with an expression of
deep sadness pasted over the top.
HAND MOVEMENTS

MANNER OF PORTRAYAL CONNOTATION

Hugging of the self Uncertainity,Lack of Confidence
Arms folded with thumb upwards Closed mind,Superiority Complex
Holding hands in front
Left atop right Artistic bent of mind
Right atop left Logical bent of mind

Clasping of hands behind the neck Aristocratic Gesture,Mark of Royalty

Stroking of the chin Ideas being given careful consideration
Lightly scratching or rubbing one side of the Insecurity
neck
Cienching of Hands
Speaker Does not believe in what one is saying
Listener Frustrated and Irritated
Both hands on one hip Signals authority
Scratching of head Perplexity
Pressing of hands in front of oneself Pleading
Hands Down/Fists Clenched Gearing for a showdown
Rubbing of Hands
Quick Rubbing Excitement/Enthusiasm
Slow Rubbing Preoccupation/Deception
As if hands are being washed Over with the issue

STYLES OF WALKING
VOICE MODULATIONS

LISTENING SKILLS

LISTENING VERSUS HEARING

Hearing is simply using your ears.

But listening is the vaster, deeper and a more important, more complicated process.

Hearing is involuntary

You can reduce the amount of the sounds which go to your ear, but you cannot stop listening.

hearing is a physiological process by which we process sound.

listening is deliberate.

It involves willpower, commitment and your ethical interest in the matter what you are about
to listen to.
It is a psychological process.

In other words listening is a deliberate psychological process by which we receive, understand

and lastly retain, oral stimuli.

The oral stimuli are simply the sound or the sound symbols which are entering your ears.

TYPES OF LISTENING
1. Appreciative: For pleasure and relaxation
2. Comprehensive: The purpose being to gain knowledge
3. Critical listening: Serious chair, power of authority that they have to determine the
accuracy of what they hear.their judgment will decide the fate or the career of a one or
the other of the two parties involved in the court case
4. Emphatic : Attempt to understand the feelings of the other and so, that you can be in a
better position to empathize.
5. Dialogic listening - an awareness of what happens between people as they respond to
each other; respond meaning, dialogues are being shared as you have dialogue two
people in logos or a discussion or conversation with each other.

Stages of Listening
1 Hearing : Using the ears and the sound symbols entering your ears because, the ears
have been physiologically or biologically being made such by the creator that maximum
of the sound can enter and minimum of the sound can escape from out of the ear.
2. Understanding: the sound symbols are made meanings of and your brain processes
the information to understand what you have heard.
3. Remembering: you have to listen to more information and then process or move
further.
4. Interpreting: to make proper meaning of it as per your individual personality or your
situation.
5. Evaluating: in the sense of bringing the value out of what is the sense
6. Responding:

Ineffective Listeners
1. Fraudulent listeners : Those who pretend to be listening.
2. Monopolistic listener : They do not listen to the other.
 3. Competers : Those kind of listeners who have several competing information in their
minds and therefore, they un-listen.

4. Selective listeners: Listen selectively

5. Defensive listeners: Those who are making mental notes they may even be writing it
down in a notepad or whatever. So, they are making notes because they have to use these
points to defend themselves .

6. Attackers: This is the extreme and the worst kind of listeners. Those negative listeners
who are listening because their only purpose is to launch an attack on the one whom they have
been listening to so far.

FEEDBACK:A PREREQUISITE FOR EFFECTIVE LISTENING

Feedback is a prerequisite for effective listening because, if you have effectively, ethically,
properly, listened, you can give back proper response; the simple term for feedback to the
speaker from whom you have heard something.

Feedback has been defined as information returned to the message source or the
communicator.

Evaluative feedback: feedback which gives

you value which evaluates the content qualitatively and quantitatively; of what has been
listened to.

Types:

1. Positive evaluative feedback: That kind of response which makes the

communication and its resulting behavior moving in the direction they are already heading.

2. Negative evaluate feedback: it is the corrective function because it extinguishes undesirable

communicative behavior.

3. Formative feedback: In between the above two

Non evaluative feedback : not aimed or moving towards an idea of evaluation.

1. Probing : It is a technique which we employ to seek additional information.

2. Understanding: which you are not trying to make the other angry or you are not testing his
or her intellect or knowledge.

3. supportive feedback : is non-evaluative response indicating that the receiver perceives a

problem as important.

4. Non-directive feedback : That we are not trying to direct,confront, or ,target the other in this
kind of feedback

a) I Messages: your feelings about the nature or the dimensions or the matter of the
situation.

b) You Messages: the response or the kind of feedback you give that places blame on the
other person.

CRITICAL THINKING

What is your role as a critical thinker?

To assess, evaluate, judge, the truth of whatever you are listening to, the

credibility, the purity, and the reliability of whatever you are listening to. If you could do that,
you are in a sense performing the role of a critical thinker or a good listener.

Definition:

Critical thinking is defined as careful and deliberate process of message evaluation

TECHNOLOGY’S INFLUENCE ON LISTENING AND THINKING

 The amount of media and digital influx in our everyday communication scenarios is
actually adding wrinkles to technology and also the way in which we are thinking and
listening.

 Some of these students will just be putting a walkman or a speaker or a headphone and
they will be going around the irrespective of whether they are in the midst of traffic or
midst of people or midst of work or midst of something important going on.

 they are simply lost in their own head space of listening to sounds and so and so forth.
So, this idea of the headphone and the speakerphone and the idea of the speakers and
the head devices is actually making us more selective and we are more willing to listen
to and we are more unwilling to not listen to whatever we decide.

Influence of Culture on Listening

 western culture are less open and they are tentative in their listening behavior.

 they would question, they would deliberate, they would be tentative, they would not be
very confirmed and firm about what they have heard.

 the eastern cultures and eastern cultures like Indian people or our side of the world we
would practice more speculative, we would be creative, we would start thinking this,
that and the other we would start adding lot of information.

INCREASING YOUR EAR POWER: PROGRAM FOR EFFECTIVE LISTENING

 Focus your attention

 Red flag words: words which trigger an emotional reaction and drop listening efficiency
to 0.

 Speech thought differential: this is the difference between the number of words you can
speak and the number of words you can think critically about, in a minute.

 Set appropriate goals for yourself; in the sense that you decide how ethical and how
good a listener will you be, act upon that.

 Think about the main idea what is being communicated to you.

 Listen to retain information.

 Increase your retention power by repeating what you have heard,

 By paraphrasing which is to restate in your own words what the other person has said.

 By visualization that is making a mental picture of the experience you have heard or
undergone.

 To listen to analyze and evaluate content

 To be Emphatic and to be an active listener.

SUMMARY

1. Listening is a deliberate process; it is not involuntary.

2. The average person listens at only 45 percent efficiency,

3. How much are you actually involved in the listening process, can help you
 become a better listener.

4. You must give proper feedback to prove that you have been an effective listener.

5. Feedback consists of all the verbal and nonverbal messages that a person consciously or
unconsciously sends out in response to the communicator’s communication.

6. Learning to focus attention and y set appropriate goals for ourselves as we strive in our
effort to become good listeners.

7. The paradigms of culture, gender, technology and how these three concepts influence
listening skills.

ACTIVE LISTENING

If you are an active listener, you have only four ways of responding. First is attending responses,
second open-ended responses, third tracking responses and last is summarizing responses.

Attending responses-Verbal Indicators

Utterances, non-fluency such uh-huh, I see, yes,interesting hmmm; these are some of the
verbal indicators which shown you to be attentive.
And you have a friendly informal tentative tone of voice for such speakers, you make
short statements and ask questions. You use simple language for example, instead of
word communicate will you talk instead of correspondence you use right. And a good
listener is of course, one who speaks less than 50 percent of the time.

Attending responses-Non-Verbal Indicators

If we come to the nonverbal indicators, head nods and tilted head this side or maybe that
side head nods of course, suitable facial expression and a natural smile open posture
rather than this one crossed arms. Open palms rather than clenched fists or keeping on
fidgeting or moving in your chair or in your position, regular eye contact, but not staring
and gestures gesticulations with your hands which suit the context- appropriate distance.
This is usually an arm’s length which is one and half feet or let us say 18 inches

Open Ended responses

Open ended questions are those questions which require more than yes no answer. They are
not close ended. For example, are you married either yes or no that is a close ended response.
Open ended question are otherwise.

Tracking responses
tracking responses and it shows that you are a reflective person. You
are reflecting, you are thinking. Because you are checking your understanding from time
to time on the content, words and feelings aspect as expressed by the speaker.

Summarizing responses

summarizing responses and the idea is that you summarize the entire conversation and then
ask a question. Is it accurate? And you wait 5 to 10 seconds for an answer.

If your ego is high then you not listen you will stop. You will close your mind mentally. Build
mental walls against the speaker. The third is involvement with the self or pre-occupation with
other thoughts and third is past present future what we mean is, your mind is simply zipping
through various time zones.
Fourth is fear or you are afraid and fifth is called the familiar trip what mean is that you
say you think or your attitude is I know more than the speaker because I have been there
before, I am familiar with this situation. So, I will not listen. And the last is stress; when a person
is in stress mentally the person will stop listening.