Verbal and Nonverbal Communication

Communication
The process of sending and receiving messages via various mediums. Communication involves both transferring a message and ensuring that the message is received and fully understood by the receiver.

The Communication Process

F E E D B A C K Convert to words and gestures Speak face-toface or on the phone

Interpret words and gestures

Appropriate Uses for Communication You want to Use spoken

Receive an immediate answer Congratulate a colleague Be sure your audience interprets your message correctly Negotiate with others to build a consensus Minimize misunderstandings when providing information Allow your audience to ask questions to clarify information Promote a close or friendly working relationship Maintain a record of the communication Save time when providing a response

Use written

Communication Styles

Direct Communication Say exactly what they think, feel and want. Highly verbal and rely on conversation to express their thoughts. To get feedback, the speaker often asks specific questions that invite

Indirect Communication Metaphorical language, suggestive questioning and subtle body language. Indirect verbal communicators depend on vocal intonation combined with eye contact and body movements to communicate their thoughts and feelings.

Symbolic Communication People often use symbolic communication when communication needs to occur at an institutional or group level Example: the use of traffic signals, Morse code, the use of sirens, and the use of uniforms to indicate role, occupation or status.

Kinds of Communication

Verbal Communication Communication that entails talking using the spoken word, such as talking face-to-face, on a telephone, or as a speech. The main tool of verbal communication is language. Before a human learns how to talk,

Forms of Verbal Communication Spoken

As long as words are being spoken and a message is being communicated, face to face or not, speaking qualifies as verbal communication.

Nonspoken

Any noises or utterances a person makes are considered as verbal

Written

Writing is considered a form of verbal communication because words are involved. For example, Newspaper or magazine articles, notice board postings, e-mails, books, written announcements, faxes, memos, notes, traffic signs, street signs, billboards, advertisements and any other item that contains a written message is

Cross Cultural Differences in Verbal Communication

Volume of Voice

In Canada and Japan, people generally do not raise their voices in normal conversation. However, in Latin America, you may frequently hear people talking loudly and it is not because they are angry.

Power of Words

Taking turn

People from Anglo-Saxon countries wait their turn to talk if they've been taught their manners. Interrupting is considered rude. In many Latin cultures interrupting is not rude and is expected. Asian cultures often take the wait-your-turn rule to extremes, giving a pause before responding.

Pitch

Nonverbal Communication

A medium for communication that entails using cues via body language to convey message content. Non-verbal communication can complement or contradict the spoken message. Body language, such as eye contact and posture, can show interest or

The Categories of Nonverbal Communication

facial expressions head movements hand and arm gestures physical space Touching eye contact physical postures.

Cross Cultural Differences In Facial expressions Nonverbal Communication

For some Chinese, smile may be used when they are discussing something sad or uncomfortable.

In some Latin American cultures, winking is a romantic or sexual invitation. In Nigeria, Yorubas may wink at their children if they want

Head Movements In Lebanon, the signal for YES may be a nod of the head. To signal NO, a Lebanese may point his or her head sharply upward and raise the eyebrows. Saudis may signal YES by swiveling their head from side to side. They may signal NO by tipping their head backward and clicking their

Hand and Arm Gestures The OK sign is interpreted in Japan as the symbol for money, because the circular shape of the index finger and thumb together suggest the shape of a coin. In Argentina, Belgium, France, Portugal, Italy, Greece, and Zimbabwe, the sign means zero or nothing. In some parts of the U.S., to hold up

The thumbs-up gesture has a vulgar connotation in Iran. In Colombia, tapping the underside of the elbow with the fingers of the other hand suggests that someone is stingy. Many Chinese people point with their entire hand; using the forefinger to point is viewed as rude. Similarly, in India one may use a full hand to

Personal Space Compared to most people in the U.S., Latin Americans are accustomed to standing and sitting close to people who are not well known to them. People from the Middle East may stand quite close when talking with each other. In some Muslim cultures, a woman

Touching In some cultures, light touching of the arm or a light kiss to the cheek is very common, even among people who have just met. People from Latin America and Eastern Europe may be very comfortable with this kind of touching, whereas people from many Asian cultures may prefer less physical contact with acquaintances. Touching another persons head is considered offensive by some people from Asia and the Middle East. It is therefore inappropriate to pat a child on the head. Some Chinese may be uncomfortable with physical contact early in a relationship. Although many Chinese will use a handshake to greet a Westerner, any other contact may be considered inappropriate. This is especially important to remember when dealing with older people or those in

Men in Egypt tend to be more touch-oriented; a handshake may be accompanied by a gentle touching of the recipients elbow with the fingers of the left hand. A strong, warm handshake is the traditional greeting between men in Latin America. However, because most Latin Americans show affection easily, male friends, like female friends, may embrace. Women may lightly brush their cheeks together. Throughout most of the Middle East, it is the custom to reserve the left hand for bodily hygiene. For this reason, one should never offer the left hand to shake hands or accept a gift. This is also true of some African cultures. A Western woman should not initiate a handshake with a man in India. Many Indian women will shake hands with a foreign woman, but not a foreign man. To many Indians, it is considered rather offensive to (even

Eye Contact Making direct eye contact is a sign of disrespect in some cultures. In other cultures, refusing to make direct eye contact is a sign of disrespect. Many Asians may be reluctant to make eye contact with an authority figure. For example, when greeting a Chinese, it is best to avoid prolonged eye contact as a sign of respect and

Physical Postures In many cultures throughout the world, it is impolite to show the bottom of the shoe, which is often dirty. Therefore, one should not sit with the foot resting on the opposite knee. In Argentina, standing with the hands on the hips suggests anger, or a challenge.

How Verbal & Nonverbal Communication Ambiguity Can Sometimes Be Words that have more than one Misinterpreted

meaning cause misinterpretations if used in the wrong context.

Example: Terry loves his wife and so do I. Cultural Differences In verbal communication: the word

Mixed Messages Sometimes, the meaning of a word appears clear but is contradicted by body language that sends another message. For example, when a person says "I'd like to meet you again" while crossing his arms and avoiding eye contact, it could be difficult for that person's interlocutor to determine

Social Awkwardness

Sometimes, people are simply awkward in getting their messages across. When people speak monotonously and without tone or body language, it can be difficult to ascertain any message from their communication at all. When people are experiencing severe social anxiety, they sometimes speak too quietly to

Conflict

When people are on guard in a social situation, they could be overly watchful and on the lookout for insults. For example, if a person has been told that another person does not think highly of him, that person might read too much in to neutral body language and come to conclusions about hidden meanings behind neutral

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