MBA First Semester (Business ( ication and Soft Skills) INTUK. UNIT 3 Non-verbal Communication and Body Language PLT NENT TTS A sity Veen ene) As the human brain developed over a period of time, it became sensitive towards various sounds and events happening around it, which in turn gave rise to different forms of communication. In many historical records, it is found that different forms of communication such as pictorial, oral, and written communication were evolved progressively over a period of time. Various individuals exhibit different forms of communication which largely depend on the nature of the message and its background. Communication is also governed by the selection of communication channel and the methods of communication, There are mainly two forms of communication which are stated below: 1) Verbal communication, and 2) Non-verbal communication. 3:2eaV ERBAL'COMMUNICATIO! 3.2.1. Introduction Verbal communication is the communication in which some type of language is used. The most powerful tool of communication is language because the messages and ideas can be conveyed very easily with the help of it provided that all the parties are familiar with the language which is being used. jon which involves the use of various written or spoken words is tion of Therefore, any type of communica referred to as ‘verbal communication’. Words represent the most powerful and precise combin symbols, This is the reason why words (either orally or in written form) are used in all types of formal communication. A particular message in verbal communication is transferred through the use of language and different sounds Various ideas, concepts, or thoughts can be expressed with the help of verbal communication and it is one of the crucial elements of teaching and learning process. In the process of expressing the ideas between two or more individuals, verbal communication is the fundamental mode of communication along with the non-verbal forms of communication, 3.2.2. Characteristics of Verbal Communication Main characteristics of verbal communication are described belo 1). Specialisation and Productivity: For every type of situation, a specialised form of communication is used. It facilitates the birth of creative responses. Generally, new words or sentences are introduced in every communication. Therefore, itis productive in nature, ations, i.e. 2) Displacement: Verbal communication includes communicating about remote concepts and si speaking about future or past as simply as the present. Language has the capability of dislocating the various statements and concepts which are stated in the present context ata certain location and it can affect any other place next day.Non-verbal Communication a ation and Body Language (Unit-3) : 3) Quickly Diminishing: Vocal sounds have a very l st ited life span, i., they diminish very fast. As soon aS retianspeechte. they shouldbe received otherwise they Pll be lost, Among all the communication } speech signals are characterised with leas lifespan 4) Arbitrariness: Verbal si things are not poss ; any physical properties or traits of concerned Signals are unpredictable in natu ed by them, 5) Cultural Transmission: of human language. As the results of cultural sj humai Cultures and traditions are the prime determinants which can spread any kind any human language can be learnt by any normal individual, this fact reflects read of language. With some practice, all the languages can be inherited by 3.2.3. Types of Verbal Communication Verbal communication can be divided 1) Oral Communication: mnge of ve bal The exchange of verbal informatic iver i S A ve jon between the sender and the receiver is known a oot communication or verbal communication. This type of communication is more genuine and faster than the written communication but itis considered to be as informal 2) Written Communicatio: itn ( ‘The communication that takes place with the help of written symbols, either hand written or printed, is known as written communication, The elements that facilitate written communication are memos, letters, bulletins, circulars, instruction booklets, reports, manuals, handbooks, magazines, etc. 3.2.4. Advantages of Verbal Communication Verbal communication possesses the following advantages: 1) Itis not a time consuming process. 2) Itis cheap and effective. 3) Control and persuasion can be done with ease through speech. 4) Different shades of meaning can be conveyed by varying the pitch, tone, and intensity of voice. 5) Itprovides prompt feedback. 6) Spontaneous clarification and feedback can be received by the employees. 7) Cordial relations can be maintained with the help of informal oral communication. 3.2.5. Disadvantages of Verbal Communication. Verbal communication is disadvantageous because of the following reasons: 1) For individuals who are at a distance, verbal communication is not possible without the use of any mechanical equipment. 2) Oral transmission is not suitable for long messages. 3) The lifespan of verbal messages is very short. 4) Unless verbal messages are recorded or taped, they do not have any legality. 5) There is a great chance of misunderstanding in verbal communication despite having many instances to sort itout. 6) In verbal communication, one cannot be held responsible for any kind of flaws. 3.3.1. Meaning of Non-Verbal Communication Another special way of communication in which no words and sentences are used, is termed as non-verbal communication. It is also known by some other names such as indirect method of communication, communication by implication, or wordless communication. The sender can convey the message by using facial gestures and doing movements of limbs and body in a certain way. Such igne i 0 ; st s0 indicate the communication behaviour of the sender. Postures and signals ah — SS“ MBA First Semester (Business Communication and Soft Skills) INTU-k A Communication that takes place without using any words or a language can be termed as non-verbal Communication. Most of the communication that takes place among human beings is non-verbal communication, It may seem to be strange but according to a survey, about 70% of human communication takes Place through non-verbal methods. Sometimes different colours are used to send across a message. For example, in traffic signals red light indicates ‘to stop immediately’, yellow light indicates ‘to get set’, and green light indicates that one should ‘move’, Similarly, different symbols are used in traffic control and for warning people in certain conditions such as blind tum, school ahead, etc. In the same way arrows in different directions such as -», T, L, < indicate movement in respective directions. The factors that stimulate the non-verbal communication are of significance for the sender as well as for the receiver. These factors can arise from within the sender and/or from the environment where the ‘communication is taking place. In other words, non-verbal communication takes place when a sender and a receiver communicate with each other without using the words and sentences. Sometimes non-verbal communication is done intentionally whereas sometimes it is so unintentional that even the speakers and listeners are not aware of it. There are various elements that facilitate the verbal communication such as gaze, eye contact, volume of voice, vocal nuance, proximity, touch, gestures, face expressions, dress, intonation, smell or fragrance in the air, etc. G Non-verbal communication is basically divided into two categories: 1)_ Non-verbal messages produced by the body. 2) Non-verbal messages produced by the broad setting (time, space, and silence). According to Vaughan and Hogg, “Non-verbal communication is the transfer of meaningful information from ‘one person to another by means other than written or spoken”, According to Cabbab and Cabbab, “Non-verbal communication is our primary mode to communicate feelings and emotions which we usually do not express verbally”, 3.3.2. Characteristics of Non-Verbal Communication Non-verbal communication possesses the following characteristics: 1) It Primarily Communicates Emotions and Attitudes: Messages that are communicated non-verbally can convey one’s emotions such as unhappiness, praise, hatred, disappointment, etc., toward certain conditions or circumstances. One’s ideas or opinion about a topic cannot be conveyed non-verbally, 2) It Substitutes, Contradicts, Emphasises, or Regulates Verbal Messages: Non-verbal cues act as a Substitute to the verbal message. Mostly non-verbal gestures such as raising an index finger, nodding, moving ahead, bending forward, raising eyebrows, maintaining or changing eye contact, etc. regulate the flow of the communication, For example, a person may praise the cook after tasting a dish but his/her facial expression shows that the food was not as per the expectation, Often itis observed that a person's verbal and non-verbal gestures do not complement each other and act as a barrier to effective communication. 4) Non-Verbal Cues are Continuous: 1 is a matter of general observation that even if the speaker stops conversing, his/her non-verbal gestures continue to convey a certain message. When a person tries to mack a verbal message, even then it sends out a message. If there is a long silence at the dining table thea it clearly tells, without using any words, that there is some issue between the family members. 5) Non-Verbal Communication is viewed as more Reliable: Non-verbal cues are considered more reliable in cases where any mismatch between verbal and non-verbal message of a speaker occurs. People tend to believe only non-verbal communication as they cannot be imitated and are real.— — Non-verbal Communication and Body Language (Unie-3) 85 ©) Non-Verbal Cues are Culture Bound: itures of the world and correctly convey positive an Non-verbal gestures generally cut across the various a ast i i smile o! person always i 1d negative message in a uniform way. For example, stile However, there ae t@8 histher happiness while frowning on the other hand isan indicator of unhappincs are quite positive "ertain gestures that have different meanings in different cultures. Some gestures which in one culture may be termed obscene in another. 7) Non-Verbal ; ) aes Peat Communication is Strongly Related to Verbal Communication: Non-verbal gestures play ’stitute in order to contradict, stress, or complement verbal message. 3.3.3. _Non-Verbal Aspects of Communication The methods of such a communication are as follows: ‘Non-Verbal Aspects of Communication Body Language/ Kinesies ‘roxemicuSpace Language ——_————————_ Paralanguage HaptceTouch Language Handshakes ‘Signs and SymboluSign Language ‘Communication through Silence “Time Language Physical Appearance 3.3.3.1. Kinesics/ Body Language Kinesics or body language can be defined as an analysis of the body movement. It is a method of conveying the message without using verbal communication. This is done by using movements of different parts of the body. ‘Almost all types of human emotions such as happiness, shock, surprise, regret, fear, sadness, etc., can be conveyed through body language. These are expressed through special movements of body and its limbs as well as through facial expressions. It refers to non-verbal signs that we use in conveying a message. It presents the mental and physical capability of an individual during a non-verbal communication, Different types of gestures, eye movements, body postures, etc, are an integral part of kinesics. Such types of signals are widely used unintentionally while communicating with people and they are interpreted in a certain way during their transmission. For example, if a good boss is reprimanding his employees without showing a sign of anger on his face, it shows he te worried about the improvement of performance of his employees and it is taken positively by the concemed employees and leads to positive results. Elements of Body Language Body language can be of the following types: 1) Gestures: Gestures need not only emanate from the face or the eyes, other parts of the human body also represent gestures. This can be in the way the individual moves his arms, his feet, his torso, etc. Gestures play a big role in communicating a message without use of words. For example, if one shows a thumb and a forefinger touching to make a circle it means OK. In the same way, if one founds a fist on the table, it signifies anger while a forefinger held high above the head shows ‘Number-1°. Similarly, if one’s arms are spread apart these convey the meaning of ‘wide’ and if one shuffles from one leg to another it shows one’s nervousness. Similarly one is understood to be in ‘tension’ or ‘intense’ if one’s torso is erect and bent slightly ahead, 2) Facial Expressions: There is a saying that “the face is the i ” reflects what our innermost feelings are. These epee ra Rete a ae re Saas interaction. A lot of information can be passed on through expressions with cong a worl, For example, facial expressions can convey a variety of emotions like delight, surprise, pie, stsfation 1.86 . MBA first Semester (Business Communication and Soft SKils) INFU-K communication. In fact when we 1e message that is being 3) Eye 7 ‘ye Contact: Eye contact has a great deal of importance in the art of movement of eyebrows ‘communicate wi 4 tomenined theo someone we rely a lot on eye contact to gauge the meaning of th sag emited. The movement of eyes, eye balls, dilation or contraction of eye pupils, eyelids convey the deepest feelings of one’s mind. josture reveals a lot about an ‘The p the kind of control that 4) Posture: Posture refers to the way a person stands, walks and sits down. te but also t individual. It is not just a reflection of the person’s attitude and mental stat he has on the topic that he is speaking. play in communication. The dress includes 5) Dress Code: The dress that the person wears also has a role £0 s the clothes that a person is weaving, the hairstyle, any accessories that one uses like wach jewellery, perfumes ete. Though they may seem to not have a direct bearing on body language Put they have a deep impact on the way the body language is perceived by the audience. Importance of Body-Language ing and ts 1) Regulates the Flow of Cesamunication: Body language has a very important role of reguatng am the ee ey aication For example, when two or more people interact, the body language cuts indicate when the communicator has started and finished speaking. an also be used as a substitute of verbal iho is not interesting or tends to be boring, one 2) Substitutes Verbal Communication: Body language Jancing at the watch or looking in some other communication. For example, while talking with a person w! can utilise body language to convey one’s lack of interest by 2! direction. Jhronised with our verbal communication. At 3) Conflicting: Sometimes the body language is not syncl Koments like this there can be a conflict. For example, you may tell someone that they made a grest presentation but our body language may convey a totally different meaning, At moments Tike this people tive greater importance to the body language than the words that are spoken. 4) Accenting/Moderating: Body language also plays a role of magnifying or moderating verbal communieation. For example, a person may use a finger or a pointer to point something that is important in ‘a presentation, Similarly a person may touch the arm of a child to point out a mistake. Guidelines for Body Language The guidelines for body language are as foll 1) Doing the Power Pose: People can pei standing firmly. Doing this for one to two minut 2) Increase the Energy Level: Different persons fee! energy in different forms. People may feel highly energetic about themselves may rate their energy levels to the fullest (8 or 9 out of 10). But others may not rate their energy levels to that extent. Thus, an individual should increase his/her energy levels. lows: sform a power pose by spreading their arms out or upwards and es will significantly boost up their confidence. 3) Try to Smile in Tough Situations: One should smile even in tough situations instead of frowning, grimacing or glowering as these adverse facial expressions increase the stress levels in one’s brain thereby making the person think that everything is difficult. Consequently, the person loses temper in no time, 4) Act as Supermodel for Reducing Conflict: Here, acting as supermodel means to stand at a particular angle like a supermodel stands on a camera. In order to avoid the natural risk of face-to-face clashes, people ‘must imitate supermodels and stand at an inclined angle with each other. 5) Never Raise Arms over the Shoulders: People should imitate famous speakers like Steve Jobs during presentations and never lft their arms over their shoulders. tural: The words of a person can be more effective when they are supplemented with correct People should act and talkin professional situations in the same way as they do naturally. This "m think more clearly, feel more assertive, stay in better pace and use natural punctuations ina better way. 6) Act Na gestures. will make them thin! thereby communicatingNon-verbal Communic: ‘on and Body Language (Unit-3) : 7) Using Props: Usuall slanted. forward questions and '. People show a defensive or resisting posture when they sit or stand with their heads 24 hands folded. Therefore, the speaker can involve the audience by asking them aking them raise their hands so that they open-up and become more engaged. 8) Making Eye Contact: Most people tend to look up, down or away when they start to speak, thus losing their exe contact. In order to avoid this. the speakers should take a pause, look away, appear attentive and then continue to make eye contact once they stat to speak. 3.3.3.2. Proxemies/Space Language Seana the Study of understanding the way people uilise the physical space around them and what rete Baiiwean fie a ut them. Personal space feature can be defined as an invisible boundary that people and other people. Four feature space categories or zones are shown in Figure 3.1. Public distance Social distance Personal distance LZ. Figure 4.1: Personal Feature Space Categories Usually, the people reserve their intimate zone for close relations and friends, which include a radius of up to 18 inches around them. The personal space, which may exceed from 1'/; to 4 feet, also involves family members and friends. Cultural variations also influence the personal space of people. Some cultures are more open for intrusions into an individual's personal distance zone than the other cultures. Social distance zone of people generally extends from 4 to 12 feet, Most of business transactions are held into this zone. Public distance zone extends from 12 10 25 feet, which is the farthest zone at which one can communicate face-to-face effectively. Hence, after observing the physical space between two individuals, the relationship between them can be evaluated. Importance of Proxemics 1) The knowledge of proxemics can be useful in designing of an office or the way a commercial outlet is planned 2) Proxemics also helps in selecting the colour combination that should be used in workplaces, The study of this science helps to develop an understanding of the impact of various colours on the behaviour of people when keeping factors like culture, behaviour, perception, etc., in mind, 3) Itis also helpful to an individual to create a good account of himself in a professional and personal life. 3.3.3.3. Paralanguage Paralanguage can be defined as the meaning that is derived from how a message is said whereas oral communication deals with the content of the message. This feature explains the difference as well as the association between paralanguage and oral communication, ‘One cannot use paralanguage without using oral language, This relation between the two is similar ¢0 the one Which exists between computer software and hardware, They do not have any value when separated from each other, This method helps in finding out the purpose for which a statement i meade.MBA Fist Semester Business Commanication and Soft Skills) INTU-K 1 is the literal meaning, i.e. it stresses the rate, and voice quality of speech. In other peaking rather than the words used in the @ method whi manner of saying a Us how something is said rather than what thing. It involves the study of pitch, amplitude, words, it simpl statements. ply means that more attention is paid to the manner of sj Tpbortance of Parstangunge ye farious benefits ofp xe are as follows: 3 re is a great deal of proximity between paralanguage and language. Inis an integral part of the message, ) Te gives an idea about one’s national or regional background. It plays a significant role in understanding individual and gives a hint how to deal with him/her. 3) Paralanguage also reveals the educational credentials of the person. 4). Paralanguage is also a gauge ofthe nationality or the region to which a person belones: 5) The paralanguage also reveals a lot of the mentality of the person. The kind of voice quality and modulation of the speaker has a big impact on the message that is received. 6) One can get various academic indicators also from one's speech. A careful listener may alee good speaker. 3.3.34. Haptics/Touch Language — . Ie refers to the study of ‘art of touch’ and it plays a great role in non-verbal ‘communication. It includes handshakes, brushing an arm, patting on a shoulder, back slapping, holding hands, +. There can be self- touching also like licking, picking, holding and scratching, etc. Sometimes a message sent unwillingly through one's non-verbal activities like running fingers in hair, chewing nails, twiddling with hands, ete. Such aaa aee ol ited af communication actually give the idea of a person's involvement in (he conversation process. These non-verbal gestures are widely known as adapters and can convey the real motive and purpose ‘of communication as well as about the mind-set of the speaker. by a number of non: etc, These are calle¢ Intimacy between people may be indicated -verbal actions like smiling, touching, hugging, kissing. open body position and eye contact, d immediacy behaviours. High contact cultures ‘generally allow such public display of affection. Importance of Haptics 1) itis an important social tool for the development of human beings. It can be motivating, persuasive or threatening. 2) Itcan be used to impart comfort and solace. 3) The touch plays the role of magnifying the content of the message. The importance of the messaee increases immensely if it is accompanied with a touch. 4) Itis the most effective way of creating bonds with othe reinforces the emotional connect between individuals. -r human beings. The physical element of the touch 3.3.3.5. Handshakes The anitude and personality of an individual are reflected by the way he handshakes with others. In the corporate world numerous business meetings take place and handshakes are the inseparable part of them. Hote. its quite important to lear the proper method and form of handshakes and it must be practiced as well ficances attached to them. Different types of handshakes have different signi attitude, pretension of respect, etc., can be expressed in the their significances are mentioned in the table below: Informal behaviour, inferiority and superiority feelings, form of handshakes. The different types of handshakes and ‘Table 3.1: Handshakes ‘Type __| Equal Handshake Tight Grasp Superiority complex Limp Handshake Inferiority complex and dejection Politician's Handshake | Deceptively subservient position Informal Handshakes _| Informal behaviour and attitude‘Non-verbal Communi ‘ommunication and Body Language (Unit-3) : 1) Equal Handshake: Equal handshakes a plied by both the individuals. The feeling of equality bet 2) ei Ettore a tates ie kept loose and less pressure is applied, nd subordination are depicted by this. 2) Tb Grip: expres ein, an pin et OE 4 Politicians Handshake: Its often seen that a pol vals puchas Sees by these kinds of handshakes which are 5) Informal Handshake: This is the ha where few t cuhers rather than clasping kc ethene few fingers of one person toucl the ones in which the same level of pressure is PI 1ween the individual is expressed by this. is called limp handshake. re than the other. Such ician shakes the hand of voters with both hands. An also supported by some other th the few fingers of 3.33.6. Signs and Symbols/Sign Language In some situations, signs and symbols create a lasting impact. Now- not considered enough for a long lasting impression. So, all forms of codes that include etc., which are used in place of words, numbers and signs of punctuations, come under the ‘si a-days only use of verbal communication is ral signs, signals, ign language’. sxchanged through sign/symbols that are the signals or symbols used do not belong tricted by words ‘and encompass to communicate since the Communication is a process where messages and meanings are ¢} mutually understood by the sender and the receiver. Most of the time, to a particular language like French, Hindi or English. These ‘signs are not rest different visual and audio signs. Man has been using drawings, sounds, pictures, etc. most ancient times. ‘Some common signs used by individuals are as follows: 1) Eat, Hungry, Food, and Restaurant: Patting the stomach, showing motion to opet 2) Do not Know: Shrugging shoulders, raising hands and cyebrows. 3) Money, Expensive, How Much: Rubbing thumb and fingers together. 4) Little: Holding thumb and forefinger close together. n mouth. 5) Time: Tapping of wrist. Importance of Sign Language ‘ase of communicating with autistic children as it uses various gestures 1) Sign language is quite useful in ¢ sien are integral part of vocal communication. These are greatly helpful for speech development. 2) Signs also allow the person to communicate at a communication. 3). Sign language also has the advantage of bei no stigma attached to this form of communication. 4) Sign language is also not in requited of extemal stimulus inthe form of pictures and other cues. pace that is more conversational unlike other forms of ing more easily accepted form of communication. There is also 33.3.7. Communication through Silence Srenewis a cute where no verbal communication takes place and no words are being spoken. Communication ean take place ina state of silence. Silence can be perceived as postive or negative as per the situation, Sometimes Sends maybe interpreted 38a consent (0a request, whereas, sometimes it may read as @ negative response. For example, if anyone asks fora loan and we remain silent then it will be taken as non-acceptance of request may also be interpreted as disinterest. Our interest in something or somebody freely flows through our communic © our mouth and is visible through our eyes. Interest has an Tous thous actement; onthe other hand, lack of interest is bea spoken through silence. Sometimes, WE also remain quiet to hold back our anger. But a keen observer can easily track our behi cd can understand cur silence in such a situation jour behaviour and can un In certain situations silence mn and comes90 MBA First Semester (Business Communication and Soft Skills) JNTU-K Importance of Silence 1) This conveys the metal makeup of the person. Silence can be regarded a very important tool to give vent to many human feelings and emotions. It also offers the person moments of relaxation and helps in developing a perspective, 2) Silence is a passive medium, Itis thus often interpreted as an outcome of suffering or respectfulness. 3.3.3.8. Time Language/Chronemics Another type of non-verbal communication is time language. In time language, people convey messages to others in a way that emphasises the importance of time. Thus, time is symbolised in this way. Most often, we listen to the maxim, “Time is money’. Here, people convey signals related to that importance of time, a specific Point of time, and so on. Today, time management is the most significant aspect of effective business ‘management, ‘The importance of time cannot be undermined in the business world. Keeping this in mind, various devices have been invented that helps in saving time. Generally, all forms of formal communication are time bound, Time plays a major role in increasing or decreasing the productivity. It makes all the difference whether an individual reaches on time or late. Time consciousness varies from culture to culture, ¢.g.. people belonging to the easter culture have a relaxed attitude towards time, while people of North America are very time conscious. Importance of Time Language/Chronemics . 1) Regulating Interaction: This is done to elicit a change in the flow of conversation. For instance, the speaker may pause while speaking so that the audience may ask him a question. On the other hand, when he does not want people to ask any questions, his pace will be faster. 2) Expressing Intimacy: Changes are also made when relationships mature or become more intimate. The time that is spent on mutual gazes, time spent in joint activity or for the other person and time that is spent in planning for the future are examples of changes that are made. 3) Affect Management: The advent of strong feelings and emotions also has an impact. This can manifest in ‘extreme emotions like boundless joy or heart wrenching grief. They can also lead to negative behaviour like reduced time of gaze and inordinate delays while having a conversation. In these situations individuals should try to reduce the negative factors and try to increase positivity in relationships, 4) Evoking Emotion: Time can also be employed to communicate the emotions in a relationship. For example, a person may not get peeved when his/her spouse is late. However in a more professional setting, such behaviour can cause a very emotional outburst from the same individual. 3.3.3.9. Physical Appearance It gives an idea about a person’s attitude towards life. First impression about a person is created by his/her Physical appearance and personality. Generally, people develop an opinion about a person on the first meeting. The degree of importance a person gives to physical impression has a huge bearing on the social ranking. culture, or country to which the person belongs. ae A person's physical appearance isa significant form of non-verbal cue, The way a person dresses-up says a lot about his background. For example, if an individual is well dressed for a formal dinner function, then he may be viewed as wealthy and successful by other guests. If a sales person of designer store is not well-dressed, people may not choose to purchase from that store. ° Importance of Physical | Appearance 1) To Attract People: There are advertisements which show the benefits of a clear skin or a 1) hair style. These have a huge impact on mout: ing the attitude and thought process oF Rene type cs shows being overweight or dark in a very negative way. This develops negative attitudes in the people for the above suid Pry ae Te {0 attract people, one should have a proper physical appearance. ‘The dressing and body language should be simple and attractive, Physical appearance helps an individual to get the attention of the people.oe Non-verbal Communic ‘ation and Body Language (Unit-3) a 2) For Positive A, time they can eroach: People also feel impacted by how their peers and friends fee] about IN-e Many a impression that a aay Physical obsession about their physical appearance as a result. They often get the have Physical appearance is important to be successful in society. Therefore, in order t0 wards the life a good physical appearance is essential. 4 positive approach to 3) To Build Self-Confidence i The self-confide i he/she has a g00d physical appea confidence and assuredness of a person also improve if he/she ha Ih creates a beer aaa Hefshe has a better self-image and also a better opinion ‘of his/her competencies. therefore, natera thar ct sel-sustaining and this helps the individuals to achieve success in life. It is, -veryone tries to have a good physical appearance and good looks. 4) Face Value Matters: Iti ters: It is very natural for human beings to be attractive to the opposite sex. There is a very strong psychological reason behind this, It ctive to the oppo é when a person is choosing his hind ie a i fin ‘seen that physical traits are given greater importance 334. | Advantages of Non-Verbal Communication acetic of communication can be passed-on quickly in almost all situations, if the receiver is alert Reoeeae ea ‘and them, Different benefits of non-verbal communication are listed below: Conveying Teas: jon-verbal communications are quite helpful in situations where one wants to convey — geography, maps, charts, graphs, data, etc. These communication methods can represent a ge amount of information in a concise and compressed manner, and thus help a receiver to quickly understand the message. Using symbols, pictures, graphics, et., persons can present a fot of information in a single page which would otherwise require a lot of pages, if written in verbal form. 2) Effective in Traffic Control: Non-verbal communication greatly helps in traffic control as drivers and pedestrians quickly notice non-verbal symbols and signals and become alert. As nobody has the patience znd time to read written instructions, hence only traffic lights or pictorial forms of warning are used, which are quite effective. Similarly, warning sounds like a whistle or hor are quickly noticed and people immediately respond towards them. 3) Conveying Information through Symbols: Non-verbal communications are widely used for conveying information to illiterate people through symbols. For example, poisonous substances contained in bottles or packets always have a picture of a human skull with crossed bones. Similarly, power stations in certain pias where electric poles are pitched and which are considered danger zones have such a picture as ‘warnings to common citizens. Such symbols are quite helpful for those persons who cannot understand written language or words. 4) Communication with Physically Disabled Persons: Non-verbal modes of communication significantly help people with physical disability to send or eesive information With each other. By using facial gestures, foul, and signs, they easily communicate with other people as well as among themselves. 5) Privacy: Non-verbal communication is person-centtic, i.c., it is directed either on an individual or on a selected trout ishelpol for exchanging information in stations where maintaining secrecy ot privacy of the data is BION: I. People also use sign language to privately comruniate to each othe. Hence, this methex! eat secretly communicate all the messages. For example, ‘2 person wants to convey something to his/her friends, he/she seine ys, predecided gestures, codes, or signals for passing the information, Secret services or detective Tnktmsents of defence and crime generally make use of such a means for their day-to-day work 6). Easy Expression of Feling: Verbal communication has certain imitations asin many cases, words cannot aaa ea rresain feelings. Whereas, non-verbal communication is limitless and almost every human cesetion, direction inner feeling, and personality can be effectively conveyed to the audience. 3.3.5. Disadvantages of Non-Verbal Communication Following are the disadvantages of non-verbal communication: 1) Non-Verbal Signs are Unclear: Unlike verbal communication, which conveys only one meaning, non- verbal communication is entirely different, as it uses various means such as gestures, facial expressioy body language, touch and appearance as well as dressing pattern, Each of these means convey a different ‘meaning, which ismot accurate or precise and hence creates doubts or misinterpretation. Therefore, 2 Person sending non-verbal signals can never be sure about the way it would be taken by the audience.2) 3) 4) 5) Ils) INTU-K jcation and Soft Skil (Business Commun! Not-Verbal Signs are Continuous: A person can restrict himself fom talking bo communi nis 2S, theY ate continuous and form an inherent part of ONES Teen 4 Howetications, there is a definite structure and topic, which can be altered PY fowever, this is not the case in non-verbal communication. MBA First Semester ( obody can stop non- sonality. In verbal ‘0 the words, s munication do not Non-Verbal Signs are Multi-Channel: Often, the different channel of non-verbal com coincide with each other and create misunderstanding. is tures, Which ropriate hand gest ys pens ‘lish manner. It may happen in a f mpressed a person and what made For example, sometimes one's eye contact may not be accompanies may lead (o confusion. Many persons do it unknowingly, as non-verbs or language is generally interpreted by subconscious mind and in a Quick, fair, and a correct way. It becomes very difficult to find out what him unhappy. ings would feel Non-Verbal Signs are Culture-Bound: It i a factual understanding that all human eins i ire sends pleasure and pain in the same manner and under same conditions. If a person belonging 0 one ae 4 happy text to another person of different culture, then under a happy situation he/she Hence, it can be said that some gestures are universally known, interpreted, and accepte interpreted differently in ever, i of non-ve 1¢ symbols or gestures are i However, in case of non-verbal communication, some sym g has thumbs up gesture, different cultures. Gestures which are considered quite positive in the U.S.A., sucl may be considered as a negative sign in other cross-cultural nations. verbal messages during the first meetings. The First Impressions do Count: People send strong non~ f manner in which a person listens, stands, and reacts, tells others much more about him than what he i saying. This can work as someone's advantage, but the drawback is that people are uninformed about the non-verbal messages they are conveying, due to which sometimes they may give a wrong impression unknowingly. 3.3.6. Difference between Verbal and Non-Verbal Communication ‘Table 3.2: Difference between Verbal and Non-Verbal Communication Verbal Communication Non-Verbal Communication Verbal communication depends on written and | Non-verbal communication depends on non-verbal cues like oral forms of language. facial expressions, eye contact, body language, and so on, 2) Formal taining can impart competence in the use | It is less structured. There is no formal training to gain of verbal communication. excellence in the use of non-verbal means of, communication. 3) Words are used with a definite connotation. Itis ficult to say what non-verbal symbols mean, For example, smile on your face may be interpreted diffe by different people. * ana 4 ) The words of a speaker may not openly convey | True felings and intentions of the speaker can be read a his actual meaning and feelings. understood by one armed with n ree in be read and knowledge of non- verbal signs really mean. erie 3) 3) Sometimes words alone fail to convey message | Non-word cues support and Sy Pane conveyed in words. They can intent in our verbal messages plement the ‘Message being reinforce the meanings we 6) _Itis more structured; hence it to study. a Ictess structured, hence its more difficult o study, 7) Verbal communication is usually thougbt out, less | Non-verbal. communica tion is more spontaneous, Often, when s we communicate non spontaneous see MMNBEME non-verbal, we do reliable. They may be | Non-verbal e %) Verbal cues are less relist ‘y may onietbal cues are supposed to be more reliable than deceiving. “Non-verbal Communication and Body Language (Ut 1 4B USINESS ETIQUETTES 3.4.1. Meaning ana p, Business etiquettes are the 4 Definition of Business Etiquettes professions, These are in fan st ate followed in social relations, in business relations, and in certain etiquettes is required, considered a necessity but the time has changed and a modification in the ‘There are certain norms whi business etiquettes, pniened ra followed both directly and indirectly and thus are considered integral part of interactions with one ancther i wee Stil interaction. Ifthe workforce of an office as a habit of interactions with outsiders sch oy nak® the office environment very good. However, it does not include say in making a person roseetot customers and suppliers. So we can say good business etiquettes go a long ssful as these create a congenial atmosphere and make the personality of people one anothe Rerum ids ier. Alll this helps a lot a businessman, in particular, to develop a good rapport with force as well as with prospective customers, quite pleasing to Thus, one must u it pasiess largely ee os as about forming good relationships with a wide spectrum of public because & Ica to fale, Bucrace crass influence of such relationship, which f nt handled carefully may Faerun ee tei nae a eS in fact greatly enhance the scope and potential of business and widening the aerides tbenghally en Pe site profible, Basically, business etiquetes focus on two areas on is to consid ghoughully about the benefit and sensitivities or pecepions of others and other one i 0 reduce or temove the misconceptions ofthe people regarding certsn things, Now we can say tha these things are based ne"s oWn etiquettes or manners which help in giving a civilised or cultural look to one’s conduct. te etiquettes of business vary from one area to another and from one nation to another. For a businessman of ftemutons level, it becomes very difficult to pay great attention to business etiquettes as it would require a lot of time and he/she will have no such time. But, there are certain fundamentals on which the whole set of business etiquettes are based. 3.4.2. Fundamental Rules of Business Etiquettes In order to learn rules of business etiquettes one must remember the word "IMPACT’ which refer to ~ Integrity (D, Manners (M), Personality (P), Appearance (A), Consideration (C), and Tact (1). Now the basics are explained below: 1). Integrity: It roughly means that one’s conduct must be honest, truthful and trustworthy. The image of integrity is built-up at a slow pace but lost quickly. So good business behaviour requires an impeccable tack record of integrity. For Example, The CEO of the company kept the employees up-to-date on the struggles the business was experiencing with clear and frequent communication at team meetings. Employees felt as if they knew exactly what was happening. 2) Manners: It refers to psychology of one's behaviour. If one's behaviour is quite negative, full of indiscipline, arrogance, and uncivilised attitude, it cannot help in a fruitful way to the business affairs Showing sexual or racial discrimination, speaking in an authoritative way and remaining disloyal to one’s company of colleagues are considered negative tactics which are intolerable in business environment, For example, if you accidentally cross someone's personal space, apologize graciously. 3) Personality: One's values attitudes and opinions are passed on through it. One's behaviour is foremost in giving the impression of a postive or negative personality. So one has to be pragmatic and sensitive to feelings of others in one's approach. One can be full of confidence, passion, and irrelevance. but hisfher behaviour mast not be rude, untrustworthy, or sentimental, One must also adhere to the civilised way of dealing in 2 business atmosphere, For example, if a typically introverted employee becomes more cxtraverted on a certain project, it may be a clue that she cares about the project enough to step outside of her comfort zone. 4) Appearance: One should always present oneself in a way that pleases others. A person who is well dressed ‘and shows the right body language cannot go unnoticed by others and creates a positive impact on them. So ‘one should not consider his/her looks as a burden and try to dress oneself in a nice way. For example, health care workers may not be allowed to wear jewellery for safety reasons when around patients and certain clothing may not be allowed in factories while operating machinery.on 5) MBA First Semester (Business Communication and Soft Skills) INTU-K Considerati visualise the a should be able to observe himselftherself from other's point of view. One must Phone, or seni mo Factions of «prospective customer or client when he/she wants to mee speaks over is succensfal cycscommUBiqu and then only one can deal with himMer successfully. A businessman who him/her. For ex, ‘ays plans in advance the anticipated behaviour of his business partner before meeting of his busi ample, a businessman who is successful always plans in advance the anticipated behaviour usiness partner before meeting hinv/her. 2 ee One should be quite graceful and pleasing in his/her talk and actions. There might be proactive Situations or impulsive conditions but one must not lose his/her cool and avoid being irrational while having business dealings. Moreover, if one is unsure about something it is better to keep quiet than say something. For example, if employee is unaware about the boss anger he should keep listening him at the moment. 3.4.3. Scope of Business Etiquettes There are certain norms of behaviour in every organisation. Ina general way, all business organisations have certain rules related to etiquettes, which are as follows 1) Introduction of oneself. 2) How to dine in a business gathering 3) Business etiquettes among different persons. 4) Business etiquettes among different businessman. 5) Etiquettes over telephonic conversation. 6) Btiquettes over cell phone or mobile conversation. 7) Etiquettes while using e-mail and internet 3.4.3.1. Introducing Yourself “The method that is used by a person to introduce him/her creates his/her first impression. Some persons make an opinion of themselves initially, which later on becomes difficult to disapprove. During the introduction of one person to another, it is generally felt that both are interested to develop a healthy feeling and good rapport for mutual benefit. If the first impression of an individual is good, it can start a successful business relationship and finish the deal in a single sitting. An individual can unintentionally create a negative impression very easily but it is very difficult to make a positive impact. Therefore, genuine efforts should be made while making an introduction. ‘As an introduction is a crucial interface between two persons ot a group of persons, it can upgrade or degrade the business relations. But most people find it difficult to introduce themselves in an effective way as it does not come naturally to them and so they need to develop it. The introduction of a person must tell all the essential things about him/her and it should also jnspite and motivate the people to have an interaction with him/her. If one is confident enough at the time of iniroduction, then one presents himself/herself as a marketable one and it makes others comfortable. When the introduction gets over, it leads to the next phase of conversation that is related to the topics of mutual interest. 3.4.3.2, Business Dining It simply means how to dine properly with full etiquettes in a business gathering. A person can be successful in business if his dining skills are as per the professional skills. Table manners are very much important. It includes polite manners and a considerate attitude for other diners and proper respect to them. It gives an idea about one's level of refinement. Those who have working knowledge of dining etiquettes can easily tum an employce into a potential marketing executive or representative of the company. Business dining becomes the assembly place of bosses and co-workers who generally do not meet each other during normal routine of work. However, if one is invited in a business dimer one must know clearly what is cxpected of hiner otherwise it could be nerve-wrecking. If he/she knows what to say and what to avoid and le manners to show in such a gathering it can create a positive impression in the success of such a dining are quite simple and easy to follow. These are related to table settings, napkin, in what tabl dining. The rules of i itensils, glasses, passing, ordering ftom menu, et. and many more things tha should be Kept ‘ing food, aNon: ‘ommunic ‘verbal Communi ‘ation and Body Language (Unit-3) : In almost all such expected. Some importa meals are quite essential and so during meal times also 1). Forms of Meat Seng} ris thst need to be kept in mind areas follows: form of buffet or waiters eng oes, Met are two methods of serving meals to the gathering. It can be in the Form Services areas folegae Y® #0” the dining table ofthe guest. The main features ofthese two types of meal i) Buffet Service: In such a x central service point. After this, his/her convenienc certain etiquettes are €, every guest is expected to take out the meal in his/her plate from @ : a person may sit or remain standing while having his/her meals as per *€ oF arrangement made by the host. ii) Dining Table Service: pine oral Service: In such a service, all the meals are served by the waiters on a dining table or the for cating. thelr nage ls from a central service zone by themselves and then sit atthe dining table meals. In the latter case, waiters come to the table and serve the subsequent replenishment as per the wish of the guests. Components ; Sea aria a Seuyence - Meal Services: Actual constituents and sequential process of serving the aE} (© place and function t ion. ugh jituents and tial process can be divided inthe following nee mn to function, But roughly the constituent sequential i) Dinner or Lunch: Most commonly the proper order of serving is - soup, main course food items, = or fruit. But in formal and sophisticated dining, wine may also be served alongwith other food ii) Breakfast: The normal sequence for it is comflakes or oats, main course items like eggs, cutlets, bread, jam, butter or ham, Fruits and fruit juice may also be served as per demand made by the guests. iii) Tea or Coffee Party: In such a party, generally cake, sandwiches, bread rolls or biscuits are given as main course item followed by tea or coffee, fruit juice or soft drinks. 3) Common Eating Manners: Some manners have to be followed while eating. While having meals one needs to follow a set of norms, which are as follows: i) One should avoid piling up food while taking a helping. If one wants extra food, one may have another helping. ii) One should avoid dropping or spilling food while having meals. iii) One should concentrate on food only while taking small quantities at a time. iv) While chewing the food one should not open one's mouth. Neither one should make any chewing sound nor have a conversation while chewing food. ¥) One should not make any slurping sound while having teas, juice, water, soup or any other drink. vi) One should not play with or make any sound with cutlery, crockery, plates or glasses. 4) Layout of a Dining Table for a Sit-down Meal: In sit down meal, all the arrangements are made in advance which includes a proper set of crockery and cutlery being laid on the dining table before each seat and then the guests are guided to the dining table. The arrangements are made as per the requirement and the type of the meal (dinner or lunch ot breakfast) and it is also related to the meal menu. The common sequence followed for the layout of the meal on the table i as follows: 3) the main course of the meal is putin the middle ofthe dining table in a big container with other items of crockery and cutlery. If soup or cornflakes have to be served before it then the bow! full of soup ot connflakes is put in the middle ofthe table. Tn such a case, the waiter lays the full plate onthe table after picking up the used soup bowl. ii) On the left side ofthe central plate, a quarter plate (for bread or chapatti) is placed and on the right side, glasses for water, juice, or wine are placed. iit) The items of cutlery are laid on the sidés and far front of the centre plate, as per the hand and the sequence with which they are used. The cutlery to be used first is laid on the outermost sides. The remaining items of cutlery are laid inward, sequentially, as per the sequence of their usage. 5) Dining Table Etiquettes: Certain manners are to be followed while eating a meal at the dining table. Following manners should be adhered to, observed, and taken care of while having meals: i) One should avoid being irrational or irritable to others, A person with such an attitude is perceived to have low social etiquettes by the guests ii) One should always sit at the designated seat,(MBA First Semester (Business Communication and Soft Skills) JNTU-K iii) One should avoid keeping personal items on the table. One should not hit or touch anybody else's legs under the table due to unnecessary leg movements. Moreover, one should not touch any decorative items on the table, and sit straight on the chair without leaning forward or backward. iv) While beginning meals one should keep the napkin on the lap and then wait for the signal of the host to begin cating it. One should take a serving when served by a waiter or when ones host or hostess signals for it. ¥) One should take only that helping which one really wants to eat as it is not necessary to take every helping that is being served. vi) Main items of food like meat or fish or vegetables should be taken in full plate from the central container. | | vii) In case if someone wants anything that is kept in a container before a person, ask the waiter for it or politely ask that person to pass the container. iii) If one needs to clean one’s fingers or dab one’s lips one should always use a napkin. ; ix) In case if one has to remove fishbone or fruit seed from the mouth, it should not be spit out but rightly removed. x) During the time of having meals, one should speak softly to the people sitting on either side. 6) Use of Cutlery: In order to use the cutlery items in a right way. following rules should be observed: i) There is a proper sequence of cutlery items being laid on the table near the central container. ii) One should always sip the soup from the side of a round spoon. iii) Depending on the food items, the main course should be eaten either by using a fork and knife, or by a fork and table spoon, iv) Depending on the type, the sweet dish or desserts should be taken either with help of a dessert spoon and fork, or a dessert knife and fork. ¥) One should keep fork and spoon or knife and fork in crossed fashion while taking short breaks while cating meals. vi) After the meal is over, one should place the knife and fork or knife and spoon parallel to each other with their handles resting on the edge of the plates on own side. vii) Similarly when the soup has been consumed, spoon should be placed in the centre of the plate with its handle resting on the edge on own side. 7) Smoking and Chewing Paan and Supari: It is a known fact that smoking is banned in most countries and particularly at social gatherings. Similarly, chewing paan and supari is also not welcomed, as it looks ugly and indecent. It is considered unsocial to spit at public places. So, one should not consume such things in social gatherings and at public places. 3.4.3.3. Interpersonal Business Etiquettes (Face-to-Face Contacts) Success or failure of a business largely depends on the interpersonal or dyadic communication. Interpersonal ‘communication brings together people from different backgrounds. A person plays the role of a sender as well as a receiver while interacting with other people, The way a person speaks and it bearing on how he/she is perceived by others. " meron iments hes 0 igniicant Guidelines for Interpersonal Business Etiquettes Interpersonal communication cannot be avoided in a business setting. However, there are some important points that help a person in creating a positive image, So, es ions of business, following ige. So, for successful z interpersonal relations 1) The topic of conversation should be of interest to both the new arenas, one should adjust his point of view as per the silence from time to time but one should not be troubled d Parties. When talks progress further and flow into 2) One should be an avid listener and always be cheerful and polite. 3) One should be conscious towards the other person's attitude and shout Id try to stay sudden change in the other person's attitude. 'y neutral during the