Non-verbal -ommunication We are constantly communicating in one way or another—even if we say nothing at all. Whereas, language seems to be the obvious form of communication, much more.information is communicated beyond the pure words that are exchanged during a conversation. Birdwhistell (1970), an expert in the field, claimed that upto 65% of a message's. meaning IS communicated through non-verbal clues. Today, some researchers put the amount of information being transmitted non-verbally even higher. For example, Fromkin and Rodmah (1983) claim, that upto 90% of the meaning of a message is transmitted non-verbally. INTRODUC 71172. Business COMMUNICATION — There is relatively little agreement on where exactly the boundary be munication can be drawn. Parti’ ¢°¥ee, ve Seer (iterances suchas a throat clearing raise, the Hebeted. Not negating the importance of the debate, this chapter rea anything else than word utterances as pongvatt al communication communication that takes places using non-linguistic signs or no™ “Non-verbal communication makes no use of the words, s grammar and other structures that we associate with spoken and wate language. The term non-verbal refers toa number of different Communication processes—gestures, facial expressions, odors, touch and s9 on, 9 5 language, corefully observed and interpreted, can tell lot about yt! others are feeling. Ay Wor eNtencas NON-VERBAL COMMUNICATION Non-verbal communication (NVC) is the process of transmitting messages without spoken yori sometimes called body language, which can be communicated through facial expressior gestures, gaze; and posture; many include the space we use around us too. The object communication include clothing, hairstyles, adornment, shoes, and other communicative props, or even architecture; synbus and infographics; prosodic features of speech such as intonation and stress and other paralingisc features of speech such as voice quality, emotion and speaking style, There are scores of definitions that researchers and scholars use to define non-vertl communication. 1. Non-verbal communication consists of all the messages other than words that are ud in communication. In oral communication, these symbolic messages are transfered b means of intonation, tone of voice, vocally produced noises, body posture, body gestures facial expressions or pauses, When individuals speak, they normally do not confite themselves to the mere emission of words, A great deal of meaning is conveyed 5) non-verbal means which always accompany oral discourse —intended or not. In e words, a spoken message is always sent on two levels simultaneously, verbal and verbal. ; “ortoriello, Blot, and DeWine have defined non-verbal communicaionas theese cof messages primarily through non-linguistic means, including kinesics (body be facial expressions and eye contact, tactile communication, space and is sence cuvironment, paralanguage (vocal but non-linguistic cues), and the use of si time.” Non-verbal behavior aie since uur predates verbal communication because individuals: ios rely first on non-verbal me: ver ‘ans to express themselves. This innate character of non-Vera _Non-vensat Communication - jportant in communication, Even before a sentence is uttered, the is ; _ sip facial expressions ofthe speaker, tying to make sense of y seem 10 DE trustable because they are mostly unconscious and p e that non-verbal hearer observes the body these symbolic messages. He assum tions do not lie, and therefore, they tendo belek roevione age when a verbal message contradicts it. This was proven in tests in which subjects wer ad to react to sentences that appeared friendly and inviting when reading them cm a en angrily. In short, people try to make sense of the non-verbal behaviour of others by hing meaning to what they observe them doing. Consequently, these symbolic plac help the hearer to interpret the speaker's intention and this indicates the importance of ee tinication in the field of interpretation. In daily conversations it often happens that we do pot understand what the other person wants to say. Thus, we ask questions such as “what do you ian by this” so that the speaker clarifies his message. The interpreter is deprived of this possibility, and therefore, has 10 fall back on other means allowing him to understand the speaker. ‘This is the moment when non-verbal communication comes in, giving him subtle hints on how the message is to be understood. From the speaker's point of view, however, there are numerous functions of non-verbal ehaviour—even if he or she is not aware of them. Human beings use non-verbal means to persuade eto control others, to clarify or embellish things, to stress, complement, regulate and repeat yerbal expressions. They can also be used to substitute verbal expression, as this is the case with several body gestures. Non-verbal communication is emotionally expressive and so any discourse appealing 0 the receiver's emotions has a persuasive impact. Although many non-verbal means ‘ae innate and universal, (i.e., people in different cultures have a common understanding of these ues), the contribution of non-verbal communication to the total meaning of a discourse can be culturally determined and differ in different countries. COMMON INDICATORS OF NON-VERBAL COMMUNICATION Some of the common indicators of non-verbal communication are explained as follows: Intonation ion is the way that the sender's pitch of voice the interpreter whether the speaker expre: ment. In the first case, the voice rises at the it falls. At the same time, intonation indicat en communication—is shown by means of a comma, . fis mark. Another function of intonation is to lay emp! et that the interpreter must not fail to be aware of. of voice aac! ¥oice is a means by which the speaker implies his or h ctvoin? which he seeks a reaction from the hearer. In a pol t actual likely to be rousing, whereas on television the daily news is ¢ inte ‘one. Other examples of tone of voice are being aggressive, monotonous, friendly, enthusiastic, vivid, and persuasive. es and falls while speaking. For example, it his or her message in the form of a question or end of the phrase or the sentence and in the second the end of an entity of information, which—in semicolon, point, exclamation mark or hasis on a particular word or idea, a er attitude to the message. Itis litical debate, for instance, the communicated in a critical, nervous,174 _ Business (COMMUNICATION i ee Vocally produced noises discourse can be accompanied by vocally produced noises that are not regay, Spoken dis in communication for the expression of attitude of faa Pat , though they help in cor feats eT expressions differ in important respects from language. They are much more sh + Suh non and meaning, i.e., universal, as a whole in contrast to the great diversity of language we iy form ‘ed noises include laughter, shouts, screams of joy, fear, pain, as well * cally iti Lae ae tony 8S conven, vons of disgust or triumph, traditionally spelled “ugh!”, “ha hal”... io product express} Body posture Body posture is the bearing or the position of the speaker's body. It is a more or less Stable sta and thus, not to be confused with body gestures which are movements. Body posture Py a characteristic and assumed for a special purpose or it can correspond to the normal expectation the context ofa particular situation, Obviously one can lye down, sit, or stand, Nomally, taps not the elements of posture that convey messages. However, when the speaker is slouched. OF erect his or her legs crossed or arms folded, such postures convey a degree of formality or relaxation Once more, they can also transfer symbolic messages on the orator’s attitude or intention vi regard to the message. Body gestures Abody gesture is a movement made with a limb, especially the hands, to express, confirm, emphasize or back up the speaker’s attitude or intention. This non-verbal activity is regularly used in onl discourse. If a body act requires no verbal accompaniment, it is called an emblem, For example hand signals such as waving good-bye, the V for victory sign or the high five signalling victory. While some emblems, for example a clenched fist, have universal meaning, there are others that are idiosyncratic or culturally conditioned. The use of the zero shape made by the fingers, for instance, does not mean the same thing in different cultures. Body gestures are always perceive and interpreted together with facial expressions. Facial expressions and eye movement Facial expressions are dynamic features which communicate the speaker’s attitude, emaliens intentions, and so on. The face is the primary source of emotions. During oral communist facial expressions change continually and are constantly monitored and interpreted by the e-2"" for example, a smile, frown, raised eyebrow, yawn or sneer. . ved it Eye movement is a key part of facial behaviour because the eyes are invariably inv ontatt facial displays. The different forms are observed to be cross-cultural. The frequency arr the may suggest either interest or boredom or may even betray dishonesty. The direct ay speaker can show candour or openness. Downward glances are generally associated ut that cet! eyes rolled upwards are conveyed as a sign of fatigue. Researchers have dis tend (0 SHO" facial areas reveal our emotional state better than others. For example the €Y° con su happiness, sadness or even surprise. The lower face can also express happiness face, in smile, for instance, can communicate friendliness or cooperation. As for the Tow brows and forehead are known to reveal mostly anger.NON-VERBAL COMMUNICATION 175 pause can have two different functions: pause . . . sa us 1, Itcan bea brief suspension of the voice to indicate the limits and Telations of sentences and their parts. A pause then assumes a similar function in oral discourse to intonaticn 2, Itcan consist of a temporary vocal inaction revealing the speaker’s uncertainty, hesitation, tension or uneasiness. In this context, a pause can also be judgmental by indicating favour ot disfavour, agreement or disagreement. Consequently, the non-verbal cue of « pause can give rise to problems when interpreting it because its meaning can vary considerably. Itcan have a positive or negative influence on the process of communication. FEATURES OF NON-VERBAL COMMUNICATION Argyle and his associates have been studying the features of non-verbal communication that provide information to managers and their team members. The following summarizes their findings: Static features 1, Distance: The distance one stands from another frequently conveys a non-verbal message. In some cultures it is a sign of attraction, while in others it may reflect status or the intensity of the exchange. Orientation: People may present themselves in various ways: face-to-face, side-to-side, or even back-to-back. For example, cooperating people are likely to sit side-by-side while competitors frequently face one another. Posture: Obviously one can lye down, seat or stand. These are not the elements of posture that convey messages. Are we slouched or erect? Are our legs crossed or our arms folded? Such postures convey a degree of formality and the degree of relaxation in the communication exchange, Physical contact: Shaking hands, touching, holding, embracing, pushing, or patting on the back all convey messages. They reflect an element of intimacy or a feeling of (or lack of) attraction, Dynamic features 1. Facial expressions: Asmile, frown, raised eyebrow, yawn and sneer all convey information. Facial expressions continually change during interaction and are monitored constantly by the "ecipient. There is evidence that the meaning of these expressions may be similar across cultures. > Gestures: One of the most frequently observed, but least understood, cues is a hand Movement, Most people use hand movements regularly when talking. While some gestures “8. a clenched fist) have universal meanings, most of the others are individually learned ‘nd idiosyncratic, * Looking: major feature of social communication is eye contact, It can convey emotion, cal when to talk or finish or aversion. The frequency of contact may suggest either interest oredom, Ite it i i tion from the Sender 4 ‘an be seen that both static and dynamic features transmit important informal © the receiver,TYPES OF NON*VERD I EISIANTION ~ Non-verbal communication is an integral part of us and helps in Communicating ; ication is the way in which we express our feelings, emotions ectvg, a os through our body movements. In verbal communication we nae a tudes Ny panties we use our eyes, hands, face and other body movements to exy ma on The body and its movements substitute words. The non-verbal communicate ® into: Proxemics, Kinesics, Paralanguage, Oculesics, Artifactics, and Tactilic of non-verbal communication is described as follows: N Can be ge ‘SHHaptics, The ff Proxemics Proxemics, the science of space, is an important area of study in non-verbal Communication p. the study of the distance between people and objects. It is defined as the interrelated bse nt and study of how an individual uses the space around himself as the Specialize Claboration, culture. The word proxemics depends on the question that “How an individual does : around him and who does he keeps? The impact of use of space on the communication rocessis related directly to the environment in which the space is maintained, The design of an oie according to researchers, can greatly affect the communications within it. Some manager dis their offices into personal and impersonal areas. This can improve the communication proces the areas are used for the purposes intended. It is obvious that our Personal space and environmet affect the level of our comfort and our status and facilitate or hinder the communication process The term proxemics was coined by Edward T. Hall, an American anthropologist, to deste the role of distance and arrangement in human communication. By distance we mean how clot together or far apart the participants are. By arrangement we mean the orientation oftheir bodies are they face-to-face, back-to-back, at an angle to one another? Hall's studies showed not onytht these are important in communication, but that their use differs from one society to another. r For example, the arrangement by which people sit down around a table has much to do wid the communication that follows. In Figure 10.1, the people seated at positions A and F are mt likely to strike up a Conversation, followed by the people at C and B (or D and F). Least likely® Converse are the people at positions E and A or E and F—A: Across the corner C—B: Side by side : Across the table : From one end to the other = Diagonally the length of the table iagonally across the table of perce example, the average pera pace. TheERBAL Communica pdward T. Hall defined the four space zones as: intimate zone, —SENCATION 177 i ersona ublic zone. Personal zone, social zone and PI intimate zone f the body moments originate within the circle of about 18 i we ea important and intimate body language is used within this ay Most, ta ‘embers, closest friends and selected people enter this area. Those sel : special people, whatever the reasons for their special status. It has spe communication with these people. In the language used within this small, circle, not many words are used. Very often whispers take the place of | contact, handshake, pat on the back or shoulders are quite noticeable. is why only our family lected people are indeed cial significance for our intimate, perhaps private loudly spoken words. Key ‘The personal zone While in intimate space, we mostly speak in whispers, monotones or at a low pitch; in the personal «pice that extends from 18 inches to 4 feet we have normal conversation with close friends, colleagues, associates and visitors. Here we rise above the closed circle of intimacy around us. ‘Although communication in this circle is also mostly personal in nature, it is relaxed and casual for most of the time. It permits spontaneous unprogrammed talking or discussion. However, certain important decisions may be taken in this circle. The social zone Extending from 4 to about 12 feet is what has vary aptly been called the social space. We use this space mostly for formal purposes, and the relationships within this circle ate more official. We do most of our business within this area. While feelings, emotions, shared like and dislike may come upin the intimate and ‘personal’ space; more reason and planning are used in the ‘social’ space. It is therefore, of paramount importance in business. The public zone eee Very well imagine the nature of communication/speaking in the space extending beyond ma tand extending as far as we can see or hear. In this large area, communication becomes even hg mtl: The attachment of the intimate and personal space is substituted by the detachment Perception, objectivity of approach and formality of communication/speaking. We have to raise oUt Voj 5 eit Voice so as to be heard by others whose group is almost always larger in this space. That is why ublic space. thas been called Pl Gold oy, lhaber s; icon pe ete ae three basic principles that summarize the use of personal space in Ihave thet your postion (status) inthe organization, the more and better space 10 oflowen ata Protected your territory will be and the easier it will be to invade the A ‘us personnel. Picpans angen ie for example, angle and distance often indicate the relationship of the els, intensity of their interaction. Figure 10.2 shows three common conversational ee oe 66 Side-by-side FS 90° angle Face-to-face ‘Gure 10.2 Kinds of conversational anales.178 Business COMMUNES it i Sit ation is usually the more iny Inthe United States, side-by- side conversat n Personal a in the kind of conversation you might have with someone standing beside yoy inthe ade. People who arrange themselves at a 90 degree Cro concert or while watching a pat: i ° . angle da, likely to interact with one ‘another. This pattern is often seen in conversations at parties mt ta i are able to interact with a certain amount of closeness, but they can also watch what is Cray around them. Face-to-face communication is the most private arrangement and itis often nea with emotional expression. For example, people who are arguing will often place re iy face-to-face, as will close friends who are engaged in an intimate discussion. Teli The distance that two people put between them in face-to-face conversation varies cons: from one society to another. Some Mediterranean societies, for example, prefer closeness * some Asian societies prefer greater distance. Kinesics (Body Language) Body language always conveys meaning. It is omnipresent; it always accompanies pokey communication, emotionally expressive; it expresses mainly the feelings of the speaker and aly of the listener, dominates interaction; it is more communicative than words, and seems trustable;, is more truthful than spoken words. Body language can be further divided into conscious and unconscious categories: 1. Conscious movements, posture and voice modulations are deliberately used. Actorsae specially trained for this, skilled communicators, especially good presenters, aso lem to make conscious use body language. 2. Unconscious movements are also biological origin, acquired habits and cultural custons ‘The term, kinesics coined by anthropologist Ray Birdwhistell is used to describe tered body movements in communication. It refers to gestures, posture, facial expressions and olhe bodily movements. Aspects of body language re and bod) Body language consists of many aspects; it includes facial expressions, posture, gesture inthe asl movements; italso includes general appearance, clothing, accessories worn or carried in Voice, and so on. It is an important factor in oral communication in face-to-face situation Facial expression: "The expression on the face is most obvious aspect of bod lang cheerful face or abloom face influences most people. A cheerful or appreciative se ont! frown, and several other expressions ofthe face can convey without words and als it ] 7 RenersTstening reaction. An alert speaker can judge the listener’s reaction by soft! as a constant feedback. Every brows and lips are the most mobile PY ye) face; an eyebrows rai ; friendliness, ntrate, depending on the contest. Pursed lips certainly ‘The face is more hi animal. Some of these feo developed as an organ of expression in humans 1 cit| Posture is the Way we hold oursely res! y es, A ¥ i posture messages. Though difficult to interpret, itconuribore eS bee ter ontributes mu: wie our body, the ways we stand or sit indicates somet oo we ways Ms thing abo .s and health. Sitting stiffly, may show tension; comfortably I . ance communicates a tich ‘© communication. The way t our feelings and : thoughts, eagerly leaning forward shows the listener's interest in the sponte, toeYS 8 Faxed spe el sp or drespect for others Who ae presen; polite and well x pena te £80 indicate ait fo ese red perso1 how they stand or sit in the presence of visitors and in formal si dons, Gace ay owe o : tin ay profession. tuations. Graceful posture is a Four types of posture can be clearly indicated: forward lean indicates attentiveness and interest; srsvingbackor turning away, expresses a negative or refusing; expansion suggests prod, conectcy ae ganoe forward-Teaning body, bowed head, drooping shoulders, and sunken chest usualy convey depressed, downcast, dejected. Posture express attitudes, feelings and moods more clearly than briefer gestures of hands or ead Slight movements and postures of the body wall are more basic, and more reliable as cues; they are not so easy t0 manipulate or control consciously as other body movements like fingers, hands, legs and feet. ‘Angular distance reveals how we relate to and feel about people sitting, standing, or waiting nearby, Our upper body unconsciously squares-up, addresses, and aims towards those we like, admire, and agree with, but angles away from disliked persons with whom we disagree. In a conversation, formal interview or staff meeting, a greater angular distance (turning away) substitutes for greater linear distance, angular distance may range from 0 degrees (directly facing) to 180 degrees. (Turning one’s back). Gestures: The physical movements of arms, legs, hands, chest and head are called gestures; they are a natural accompaniment of speech. They play a very important role in conveying meaning without using words. For example, pounding fist on a table shows anger, a fore finger held high above the head shows number 1 and a fore finger and a thumb touching to form a circle stands for ‘00’. In the same way, arms spread apart convey the meaning of wide, shuffling from one leg to iter means nervousness, and a torso erect and extended, slightly forward, has been interpreted intense, ime are movements of hands/head/body; they are a natural accompaniment of speech; a 10 does not make any movement while speaking appears somewhat stiff and mechanical. convey det dh ree specific meaning; a clenched fist may emphasize an important point or To two ee ve or indicate defiance/opposition. As gestures are closely related to personality, Seeasion, the size an Sraclly the same gesture; yet the general meaning is easily recognized. The ccasions like employ the nature of the audience influence speaker's gesture. On very formal in telaxed ieee interview/conference, speakers use fewer gestures (like TV news readers) tis important a gesture is used more freely. acai meanine ee that gestures are not used individually but in relation to another person, ‘ le ginning, a ee times. That particular time, in an interpersonal situation, may be Wit linked with es of a communication event. Speaking, for example, seems to es Logehe, Size of a Besture, Th g. Ithas been observed that intensity of speech is directly associate Oona ae tt - The greater the gesture, the louder the speech. Speech and gestures g0 theref¢ On, We ome have to be properly co-ordinated. In the absence of speech, gesture confusion and discomfort. Gesture may ‘Perienc180 Business COMMUNICATION ‘There are many kinds of gestures like clenching fist, shaking a finger, poing, fingernails and tugging at hair. a. ng, biting ‘These, too, have many different meanings in different cultures, and what may be fy ‘one country or region can be an insult in another. Tendly ig Head nods: In any face-to-face communication or meeting or interview the way we h , head is very important. Everybody is aware of the age old saying, “hold your head high da sign of honour and self-respect, confidence, integrity and interest. Ahead bent low, depend the situation, would show modesty, politeness or diffidence. On the other extreme, a head daa too far backwards or stiffly held straight up indicates pride or haughtiness. Head jerks indi insolence, rejection or agreement, depending on the context and personality of the person: concemed, Nodding the head side ways or back and forth conveys the intended meaning more eloquent tay words. Energy: Energy and enthusiasm as an aspect of body language is hard to describe, but people have experienced the impact of a person, with a high level of energy. Some impress ae blessed with high level of physical energy which is almost infectious; some have high intellectual emotional or spiritual energy. Whatever is the source, energy conveys competence and inspires respect. State of physical and mental health plays a large part in body language. A healthy person is energetic and maintains a certain level of enthusiasm in work. An enthusiastic person reflects his character in the style, which is usually infectious and make listeners also feel enthusiastic. Time: Our use of time is an even more sublet non-verbal factor in communication. Time given to listen or speak to people creates a sense of self-esteem in them; it is equated. with care and concern. On the other hand, a person who uses ones own time and other peoples time wistilly creates impressions of being inefficient and disorganized. A sense of timing in conducting interviews (formal and informal), in conveying good or bad news, in making a presentation, generates respect and goodwill. ‘Lamb believes that the best way to-access an executive’s managerial potential is “ot listen to what he has to say, but to observe what he does when he is saying it”. He calls this 1°" behavioural science movement analysis. Some of the movements and gestures he bas analy=d as follows: 1. Forward and backward movements: If you extend a hand straight forw interview or tend to lean forward, Lamb considers you to be an “operator’— organization requiring an infusion of energy or dramatic change of course. ard during -good for 1S 2. Vertical movements: If you tend to draw yourself up to your tallest during the ons Lamb considers you to be a “presenter.” You are a master at selling yourself orth OF in which you are employed. og your aS Side-to-side movements: If you take a lot of space while talking by moving int about, you are a good informer and good listener. You are best suited for am a joni seeking a better sense of direction, Lamb believes there is a relationship between " of the body and movements of the limbs and facial expressions. He has OO sel between the two. On the other hand, if certain gestures are rehearsed such 2° 0 a impress others, there is a tendency to separate the posture and the movements: disappears. beNone SNCVERBAL COMMUNICATION 18] studi es by Lamb also indicate that communication Comes about through our di i yur esti. aiid ‘you begin amovement with considerable force and then dex e t elerate i toch. BY contrat if YoU are a pressurizer, you are fim fkom beeen ie 1d of Lamb's analyses i not fully known. However, itis important that corporation ec ae * pecomin8, so sensitive to the importance of non-verbal messages that they are hirin; i s as Lamb, 10 analyze non-verbal communications in their organizations. econsetants Lips can adopt a variety of postures, they can express a lot with i i en, and they reveal a wide range of feelin ees, (a) Pressed lips indicate disagreement; they indicate that the discussion is over. (b) Pursed lips often indicate a very arrogant and superficial character; they are a sign of disapproval. Biting of lips reveals embarrassment or a lack of self-confidence. Hands: ae . Those presenting their arguments by showing the palms of their hands are signalling that they trust others and are interested in their opinion. Covered hands the back of one or both hands raised against others is a way of concealing feeling and covering insecurity. Confused and insecure people, who long for support tend to cling to hand bags, files tables or armrests. They feel afraid of the situation and do not know how to cope with it. One who twists his hands is usually a complex personality. Twisted hands also indicate a difficult emotional life. Clasped hands create a barricade, this gesture means a defensive position. y = Fingers: Holding of index finger right up to the middle of the cheek conveys strictness and indicates that the person is self-opinionated. ‘The tip of a slightly bent index finger tapping vigorously on the table indicates that the Person wants to emphasize something. . Pointed index finger indicates that somebody wants to draw attention to something special. An index finger pointed forward expresses sever tension with a good deal of aggression. 4. Index finger in the lips helps to conceal and overcome insecurity or helplessness. Walking gestures: Pace length of stride and posture seem to change with the emotions. Swift ae are a sign of activity; quit no movements reveal calmness, lethargic movements imply ezishness. Idleness and carelessness, distracted movements imply nervousness and insecurity. 1. Big steps often imply decisiveness, ambition and bail; it to take action; people with big Steps usually display initiative and a dislike of narrow mindedness. 2 People having a hesitant walk with little steps tend to be captious, adopt themselves 3, {ickly, do not like to take risks and often suffer from lack of self confidence. + Quick steps with a lack of rhythm indicates that the person is agitated suffers from 4. Reesey tne or fear rogue. Shaking yoann ™sonless walk is pitched somewhere between the casual and the pr a Pespicng pnts? The character and attitude of a person can be analyzed from * anda Palms usually indicate nervousness, a warm firm handshake reveals intimacy- nNON-VERBAL COMMUNICATION 183 ition, anger> eins back of neck in pocket , } a hands with white knuckles 6 fensiveness: ; ais behind back ched hands A atl twisted away, moving away, sitting back self-control, inner conflict: * (@) arm locked behind back (b) hand to mouth in astonishment or fear (suppressed scream) (0) blowing nose and coughing (disguised tears) 13. Dominating: ; , ; (a) taking a different posture than others in a group, especially hands behind head (b) sitting straddling the chair (c) loud voice or low voice carefully enunciated Advantages of body language 1, Body language is the most easily visible aspect of communication. It therefore helps the receiver of the message, in decoding. 2. Body language complements verbal communication. Especially in face-to-face communication, no message can be completely sent across without the accompaniment of facial expressions and gestures. It helps in establishing rapport. 3. Body language adds intensity to the process of communication. In the absence of any gestures, change of posture, proper eye contact, any face-to-face communication will look bland or insipid. . Because people care for body language it goes a long way to improve the overall atmosphere and looks of the organization. Resourceful manager can make very effective use of it. Umitations of body language 1. Since itis non-verbal communication, based on facial expressions, it cannot be wholly telied on. Words written or spoken can be taken seriously, but body language cannot always be taken seriously. 2. People belonging to different cultural backgrounds send out different body language Signals. They’re therefore, liable to be misinterpreted. One has to be very careful in their , (se and understanding. ae ©xpressions, postures or gestures become ineffective if the listener is inattentive. a etefore, requires extra care in getting the right message. Se of body language is not very effective in large gatherings. Itis effective in face-to-face situati j 3 come on that means there are just two or a small number of participants in the ‘OmMmunication situation. FSParalanguage Paralanguage is the science pitch, tone intonation, moduli of the vocal signs that accompany our speech. It refers 0 the lation and the rate of speech. Accent, stress, Tate of Speaking Yok, Pee ep ust ade peopl’ ages atracvenes, educational etkoun ay nfidence in the voice, often these subtle micro factors int c ‘0 think Whether y, a trast a person or not. A voice that has tremors or diffident a will not make You feel ye es about the person. A high speed of talking in interviews or negotiations or presentations wil) Ting re confidence in the interviewers or the audience. Rhetorical speeches, therefore, never Stone convincing intelligent listeners. The raised voice, high pitch and tone are exploited by politi, play.to the gallery and earn quick applause. In business, the strategy does not work, Alternativ when pauses are taken, words are emphasized or pitch is kept low, the speaker is definite to show. alg of confidence and maturity in his or her communication. The non-verbal importance of, Paralingisi, skills, hence, can be seen as extremely influencing skills when we communicate with People Researchers have found that the tone, pitch, quality of voice and rate of speaking convey emotions that can be accurately judged regardless of the content of the message. ‘The important thing to ein from this is that the voice is important, not just as the conveyor of the message, but as a complement to the message. As a communicator you should be sensitive to the influence of tone, pitch, and quality of your voice on the interpretation of your message by the receiver. Paralanguage refers to all vocally-produced sound that is not a direct form of linguistic communication. Thus, paralanguage includes utterance that may have strong signifying tats bt no semantic meaning. This non-lexical vocal communication may be considered a type of non-verbal communication, in its broadest sense, as it can suggest many emotional nuances. This category includes a number of sub-categories as follows: Tone Tone, taken in its most literal meaning, is a feature of non-verbal communication. It is phys! level at which the sound of the human voice is transmitted. To a linguist (speech therapist), means the quality of sound produced by the voice while uttering words. In a general sense, fo" the attitude of a speaker as revealed in the choice of vocabulary in the intonation of speech: 7% is used to convey an attitude. This may be done consciously or unconsciously. It could be said tt there is no such thing as text or verbal utterance without a tone. In most cases, tone is ether for granted or perceived unconsciously. Even a non-verbal utterance such as a cough or clearing the throat, can be eloquent by means of its tone. An example of ths is “Be careful! People ist in to what you are saying”. A slightly different cough acts as a warning not to go any fur" an action or an utterance. Voice inflection a spireicain 3 va Voice inflection is the way we change the tone of our voice to emphasize key words. YOON a | your voice by stressing a word or i ing before 2 ™ phrase, stretchi using be! phrase. For example, ing a word or phrase or pausing Stressing I've got a BIG project Stretching—I' ve got a b-i-g project Pausing—I've got ... a big projectOE i" = RN = =a Sse pct re of how high or low a voice is, and is mai ig a meas . . ” » and is mainly determi pitt ne voeal folds; the higher the pitch, the faster the rate of Vibrating atte Seed of xipation ¢¢ slower the rate of vibration. When we are angry, ‘on, and the lower many biological functions (for lervous system prepares our body cted in a similar manner, and the f a communicator’s voice usually the pit our heart beat or respiratory rate) accelerate as our nt i a sponse. The vibration rate of our vocal chord is affe for f out voice therefore automatically rises. The pitch o} is depending on the subject. vatieS> intensity OF volume tensity or volume refers to the loudness or softness of our voice. It presents more than a level of sound. A person with a weak voice is usually perceived as a lacking confidence which lowers credibility. A strong voice, on the other hand, shows great confidence. While pitch refers to the number of vibrations per second, volume refers to the amplitude of these vibrations. Volume can be controlled depending on the situation, type and number of audience, size of the room, and the acoustic sharpness. For example, we may not like our subordinates speaking to us in a loud voice in our cabin because it is considered to be discourteous. At the same time, they need to speak loudly in a meeting where there are a large number of people. Articulation Articulation is the process by which sounds, syllables and words are formed when our tongue, jaw, teeth, lips and palate alter the air stream coming form the vocal folds. Poor articulation emerges when the sound of words are omitted, substituted, distorted or just plain slurred. The two most common problem areas are adjacent words that are blended together, as in ‘shoulda’ for ‘should have’, and sounds in words that are omitted, as in ‘fishin’ for ‘fishing’ . Here is a list of some of the more common problem words. ond our immediate Poorani.4.. Cont, 5 tulation can certainly be due to physical or mental disorders bey Salenging ee itis often a result of years of bad habit. The good news is, while it may seen! *lculation a to clearly articulate our words, clear articulation can quickly replace pod ome a new habit. Nobody will think less of us for using good articulation.Articulation and the adequacy of our speech affect our social, emouonal, education, status, as well as the overall quality of our lives. Make a conscious effort not to s} will find that other will think that we are more educated. We will find ourself to be m, than ever before while having more opportunities that can lead us to success, Rhythm Rhythm refers to the modulation of weak and strong (or stressed and unstressed) elem flow of speech. It ranges from smoothness to jerkiness during our speech, Commonty expressing emotions, rhythm is not much appreciated in business communication. In che 4 we need to avoid rhythm while communicating on formal occasion such as presentation, int be or group discussions. On the other hand, we can use rhythm to make our communication liv; when we have to touch they emotions of our employees. Quality Imagine, a criminal being tried in court. He/she denies saying something. The prosecution bring a recording, saying they have his/her confession on tape. As the accused vigorously denies th voice being his/hers, an expert shows why the voice could be no one else’s. It is a reality that two persons in the world have exactly the same voice. The quality of human voice also depends on many other things such as resonating spac lungs or nasal cavities. The nose, sinuses, pharynx, and oral cavity act as resonating chambers an modify the vocal tone produced by the vocal cords. The movement of the tongue against the palate, the shaping of the lips, and arrangement of the teeth also bring about change inthe wie. Since the structures and movements of all these organs are different in different people, the voices of no two persons in the world can be identical. aL aNd Voggs. cat a the wong Ore Selfcon dy tS in th Dysfluency A ‘dysfluency’ is any break in fluent speech. You may find a subordinate who begins to stammer®s he/she says “everything is fine” sounding nervous or doubtful-as if everything is not fine ad he/she is afraid that the truth would be discovered. There are many different kinds of dysfluendis Dysfluencies heard in the speech of normal speakers includes silence, fillers (um, ah) besie whole word and phrase repetitions, and revisions. Dysfluencies that are more character stuttering include sound or syllable repetitions, prolongations (unnatural stretching out a vol and blocks (sounds gets stuck and cannot come out). Stuttering can be differentiated fun s dysfluencies by the tape, frequency, and duration of the dysfluency. Given below a utterances causing dysfluency in your oral communication: ew, Uh-oh, Ahhah! Mmmmm, Ts ‘Huh-uh, Whew!, Hmmmm, etc. Tempo/Pacing id? . we vital 10 UNE gt ‘Tempo/pacing refers to the rate at which someone speaks. This factor is vi te ts message and to the credibility of the communicator. If a person speaks t quick! en i use 3 ‘Will likely to lose interest, and the speaker’s credibility will drop. Speaking (0° * + voice unintelligible, leading also to lower credibility. A speaker should, there!Non. VERBAL Communi i eo sat enough v0 Kee? the audience interest and show confident knowled, STON 187 is je should be intelligible to the audience and slow enough not Ige of the subject, However, to Teveal nervousness, hin a Message. These ‘cues are dividuals vary in their ability to imited decoding ability, However, Many meanings can be exchanged e voice is one ofthe easiest through ‘Vocal cues can serve as a way to communicate emotions witl etimes not aS strong as some other non-verbal cues because in ce ey meaniDlg in their voice, while receivers of message have ait amused 10 exchange meanings accurately and efficiently. byway of sound. Among the most accessible of instruments, th which the intention can be directed and focused. hronemics Chronemics refers to the use of time as a message system, including punctuality, amount of time spent with another, and waiting time. The way we use time provides a number of silent message, Coming on time or a little earlier, to office not only reveals our interest, sincerity, and serious attitude towards work but also creates a good impression in the mind of our boss. Most of us may agree that being particularly scrupulous about our use of time during the first few months we are on the job is necessary to create a positive impact on our superiors and colleagues. Paralanguage (sometimes called vocalics) is the study of non-verbal cues of the voice. Various scoustic properties of speech such as tone, pitch, accent, etc., collectively known as prosody, can allgive off non-verbal cues. Paralanguage is important because it can help to change the meaning ofwords. In this system there are the Voice Set, Voice Qualities, and Vocalization. This classification system is what gives each person a unique “voice print”. The Voice Set is the context in which you are speaking. This can include the situation, gender, mood, age and a person’s culture. The Voice Qualities is the detail used that is associated with language. These features give each individual a “voice print”. These features include volume, pitch, tempo, rhythm, articulation, resonance, nasality, and accent. The third class in Trager’s Classification System is Vocalization. Vocalization consists of three subsections which are characterizers, qualifiers and segregates. Characterizers are the emotions you are expressing while speaking like laughing, crying, and yawning. A voice qualifier is the delivery in which a person 'ses when sending a message. For example you could tell “Hey stop that!”, or whisper “Hey stop tha”. When speaking to someone we may use vocal segregates such as “uh-huh” or any other Phrase to notify the speaker we are listening. Vocalics is what part of communication that is cally understood. All cultures may not emphasize such things as the voice segregates, but we Understand a person's emotion by how they deliver their words. Oculesics mts the science of the movement/grammar of our eyes, facial expressions and smile in found that communication. This includes the study of eye gaze and pupil dilation. Studies a Frenaat PeOPle use their eyes to indicate thir interest. This can be done through eye conte looking at is when a professor is giving a lecture and a student to reading a magazine instead 0! nines iter and giving one’s full attention, this would indicate to the professor that one is sideq © bisvher lecture. Oculesicsis the study of the role of eyes in non-verbal communicatio®. aNd this Sestures may indicate negative affect while right sided gestures indicate positive affect, OTientat é “ntation may alternate depending whether a person is right or left handed.The power of our eyes The study of facial expressions begins with the eyes because they are the most Powerfy| of communication we possess other than words. Poets, writers, artists, and film makers heey considerable time imagining the beauty and grace of human eyes and the subtle Power Veg possess. Isn’t it often said “people speak through their eyes”. Eyes are said to be the Wind ey our soul and mirror of our heart! In literature, we come across phrases like loving ees, la Ms eyes, piercing eyes, steely eyes. Of all the parts of the human body that are used i wit information, eyes are the most important and can transmit the most subtle nuances, ans Eye grammar/eye contact Eye movement is a key part of facial behaviour, directing others attention or showing surprise happiness and other emotional displays. Eye contact is a very important communicative fron, Eye contact between speaker and the listener is necessary for indicating that both are interested iy communicating. While making an oral presentation it is important to create rapport with the audience with the eye contact. Presenters make it a point to make in the whole audience with a sweep ofthe eye, making brief eye contact with as many as possible. The comfort level for eye contacts ther seconds; if eye contact is held longer than three seconds, it can cause discomfort to the other person. Aggressive persons try to fix others with a stare; anger may be expressed with extended eye contact. It is commonly believed that avoiding eye contact indicates that the speaker is lying; yet, some liars may hold unblinking eye contact and watch to see our reaction. Persons who lick self-confidence also generally avoid eye contact. However, the rules and customs of culture influence how people use their faces and eyes. Several African and Asian cultures consider it impertinent fr younger persons to look at elders directly in the eye. Various kinds of eye movements/ eye contacts have different implications as described below: 1. Staring eyes: Too much of eye contact either shows superiority or lack of respee# threatening attitude or a wish to insult. 2. Too little eye contact: It has multiple interpretations. The gesture indicates dishoness impoliteness, insincerity, and also shyness. 3. Withdrawal of eye contact: This is considered as a sign of submission. 4, Frequently looking away at people from a distance: This is generally an behaviour, interested in knowing reactions or to influence or scrutinize. of 5. Scarcely looking at a person when in close proximity. An introvert shows this o behaviour, when discussing intimate or difficult topics, or dislike for the other P oa: ; sir Eye contact is a direct and powerful form of non-verbal communication. The Si! extrovert of organization generally maintains eye contact longer than the subordinate. The direct sta sender of the message conveys candor and openness. It elicits a feeling of trust. DWM" ryt are generally associated with modesty, Eyes rolled upward are associated with 8000 ya. Fe dimension speaks volumes. Eye contact modifies the meaning of other non-verbal DE K example, people on elevators or in a crowd can adjust their sense of personal spa°" gly limit eye contact. However, some cultures raise children to minimize eye contact © i authority figures, lest one be perceived as arrogant or uppity. When cultures in of gaze may be misinterpreted as passive aggressive or worse.titi com a expression jons usually communicate emotions, i . pacial eo Researchers have discovered that ee ie attitudes of the ea a ve others. For ee eee to reveal happiness or sadness, and ven wan? yer face also can or surprise; the smile, for exar i Fe tee cnc ne nmin verbal cues provide 7 per cent of the meaning of the message; vocal cues, 38 per cent; and vessions, 55 per cent. This means that, as the receiver of a message, we can rely heavily onthe facial expressions of the sender because his expressions are a better indicator of the meaning tehind the message than his words. | ‘popular saying goes like this—"“the face is the index ofthe heart”. Whatever we feel deep within ourselves is at once reflected on the face. It is very important in any face-to-face ‘communication event. We convey a lot without speaking a word. Let us consider the facial expressions generally associated with happiness, surprise, fear, anger sadness, bewilderment, astonishment and contentment. Let us also consider a smile, different kinds of smile, a frown, tomers of lips, the position of the eye brows, the cheeks-whether drawn up or back or drooping, the jaw, nose/nostrls and the chin, We can easily mark all the signals sent through these parts of the face by others and observe our own expressions, by looking at ourselves in a mirror. The thoughts and feelings conveyed may be positive or negative. It follows, then, that we can change cur behaviour/expression by changing the inner nature. But it is not easy. Much depends on how deeply motivated we are and what constructive efforts we make to stay clam and relaxed, and send cut postive signals to make the best of every given situation. Every facial muscle is an instrument of communication. Smile smile is universal gesture; it is understood by everyone, is generally unmistakable and clears the jmp itis beloved to release chemicals, which create feelings of happiness. Hereis aquotation rina uaksovn author-—“A smile costs nothing, but gives much, It enriches those who receive, fever. ee Poorer those who give. It takes only moment, but the memory of it may last catched He La isso tich or mighty that he can do without it, and none is so poor that he cannot be fen Smile creates happiness in the home, foster goodwill in business and enhances tae anyone at©t be bought, begged, borrowed, or stolen, for itis something that is of no Of yor nls its given away. IF some people are too tired to give you a smile, give them non. commie), needs smile so much as one who has no more to give. Smile can also be a gesture when it is better to be silent. And beware of an involuntary (sometimes Resided) smi smile ei Sindcive ntl’ either on your own face or on the others face; it could be sarcasm; it cannot be ‘© 800d relationships. even surprise. relieves jacial EXP! Artfacticg Non-verty Perf al m : fom Personal bie signals that an individual sends across through appearance, clothing style, Pan of your jen’ like pens, cell phones, briefcases, belong to the area of artifactics. These ‘otal personality,WY _Duptiyess werner “y Appearance A person’s general appearance depends on several eae we of i important factory a contribute to appearance are grooming, and personal hygiene. Care of skin, nails, feet ang! is expected standards; a person who neglects makes an unpleasant impression. Appearance ny, at the first impression; lack of neatness or cleanliness, carelessness im grooming, clumsy Bit clothes make a negative impression. State of health is very important factor ina Peron, appearance; no amount of cosmetics can hide lack-luster eyes and poor skin. Poor heat easily reflected in the appearance. Besides the clothing, other factors that contribute to the appearance are grooming, ay accessories. Good personal hygiene and neatness, care of skin, nails and hair are expected standand and their neglect conveys an unpleasant impression. Accessories like tie, footwear, and jewellery need careful selection and comfortable wearing. Handbag or briefcase is included in accessories so is an umbrella if it is necessary to carry one. ‘Whatever you carry ought to look comfortable. a should be gracefully carried; or else it will shout for attention and communicate before you have opened your mouth. Clothing and accessories Clothing is very important aspect of body language. It requires good taste/judgment to make a subtle impression by what you wear. The colour design, cut and fitting combine to make up th dress, In India we have several choices, as it is acceptable to wear clothing of national style ar western style. Appropriateness for the ‘occasion is essential; the formality of occasion, the time of the day, the season, the cultural background of the people who will be present, and the conventot of your own organization should provide good guidance. Many organizations have a dress code for occasions in order to ensure that its representatives convey the desired impression. AS a gener rule, avoid wearing patterned clothing; especially on the upper half of the body, because ittends 0 shorten the attention span of the persons with you are speaking. Accessories like tie, foolwet: jewellery need careful selection and should be comfortable to wear. Handbag or briefeaseis incu in accessories so is an umbrella if itis necessary to carry one. Whatever you carry on Your Par or in your hands ought to look comfortable and gracefully carried; otherwise it will convey #° image. 5 a ‘What we wear conveys something about us. It requires good taste and judgment (0 mi + . uf subtle impression by what you wear. The colour, the design, the cut and fit, combine to mate? the dress. , Tactilics/Haptics of ¢ Humans do not only communicate through words and eyes, but also through the ro touch, something that they have learnt from the world of animals, Tactlics isthe sea language. It includes touching self, others, and objects Research shows tWO kinds ° Janguage—bodily contact, and touching with hands, eto” Bodily contact refers to touches that are accidental and unconscious and any past bhi may be involved in it. In overcrowded buses and trains like in India, back pushes °F elbow stepping on someone else’s feet, are so common. iNon-veReAt Communicanion 191 -ouching implies that the actions are deliberate, conscious, and are made primar soht says, “touching has the connotati Caan Primarily by hands, ws) i : ig ; ion of a more active involvement of the person * one person touches another communicates a great deal of information: i am ow Mgoes one hold the other person on the back of the upper arm, on theta ee le of te back. Ts the gesture a push or a tug? Is the touch closer to a pat, a rub, or a grabbing? people have different areas of personal intimacy, and this refers not only to the sexual dimension, putalso the dimension of self-control. Many adolescents are Particularly sensitive to any touching par eould be interpreted as patronizing or undue familiarity. Even the angle of one’s holding another's hand might suggest a hurrying or coercive implicit attitude, or on the other hand, a repent, gentle, permission-giving: approach. Touches that can be defined as communication include handshakes, holding hands, kissing (cheek, lips, hand), back slap, high five, shoulder pat, of brushing arm. Each of these give off non-verbal messages as to the touching person’s © ntions/eelings. They also cause feelings in the receiver, whether positive or negative, In India, the touch language is restricted to people known to one another and that, at best, is the pat on the shoulder from a senior to a junior or touching both palms together to greet a visitor oraperson or touching the feet of elderly people to show respect. Tactilics as a subject is a new in concept in India and hence needs to be explored. However, one has to be careful while using the touch language. As Wainright says, “bodily contact is a highly sensitive area of body language which is fraught with dangers with the careless and the unwary”. CONCLUSION Non-verbal communication is not only crucial in a daily communication situation but also for the interpreter. Non-verbal communication can take various forms, each of which illustrates or replaces certain part of the verbal communication. It includes many more elements than one might think a When interpreters are in a working situation where the audience will not see them, non- ae Sopa can represent a problem. The audience might even be tempted to believe a —— have not done a good job. In order to be able to work properly, interpreters deals sense of non-verbal cues. This is only possible because a special part of our brain is needed fo os part of the message. Not only intelligence but also emotional intelligence interpreters interpreting non-verbal elements. Whether non-verbal communication supports the in their task or presents a difficulty, it will always play an important role. REVI . EW QUESTIONS i Defi re a 2 nse term non-verbal communication. Tight of nan ious $Peak louder than words”. Explain the importance of this statement in the List eee communication. explai atio leniy the van the common indicators of non-verbal communication. S coon” Static and dynamic features of non-verbal communication. \