CHAPTER 2:

VERBAL AND NON-VERBAL

COMMUNICATION
Content
•Verbal Communication
•Non-Verbal Communication
Verbal Communication
•Ve r b a l c o m m u n i c a t i o n m e a n s
communication through spoken and written
words. It implies use of words which makes
language.
• It is the ability to communication by using
words
 Verbal
Communication

Oral Written
Communication Communication
Why is Verbal Communication
Important? Give an example
Oral Communication
Oral communication implies communication through mouth.
It includes individuals conversing with each other, be it
direct conversation or telephonic conversation.
Speeches, presentations, discussions are all forms of oral
communication
Advantages
• Immediate Feedback
• Time Saving
• Economical
• Personal Touch
• Secrecy
• Group Communication
Disadvantage
• Poor Retention
• No Records
• Time Consuming
• Misunderstanding
• Unsuitable for Lengthy messages
• Lack of Responsibility
Forms of Oral Communication
• Face to face communication
• Interviews
• Telephone conversations
• Grapevine
• Negotiations
• Meetings
• Lecture / speech
• Presentation
• Conferences / seminars / workshops
 Discuss:
how can you improve your
verbal communication skills?
 Tips to improve verbal communication
1. Think before speaking
2. Use concise language
3. Understand your audience
4. Be mindful of your tone
5. Pay attention to your body language
6. Employ active listening
7. Speak with confidence
8. Show your authentic self
9. Practice your skills
10. Gain feedback
(watch video)
Written Communication
• A medium for communication that entails
the written word. Letters, emails, and
manuals are forms of written
communication.
• Need for written of communication, the old
style of communication did not have public
relationship, advertising, technology and
many aspects of modern day
communication.
Advantages
• Wide Access
• Accuracy
• Lengthy Messages
• Permanent Record
• Legal Evidence
• Fixed Responsibility
• Convenience
Disadvantages
• Time Consuming
• Lack of Secrecy
• Rigidity
• Impersonal
• Delayed Feedback
Forms of Written Communication
Email (Electronic mail)
• Website
• Memorandums
• Letters
• Reports (both business and academic reports) • Notices
• Minutes
• Circulars
• Manuals
• Handbooks
• Orders
• Enquiries
• Complains
• Quotations
• Others like sales contracts, newsletters, bulletin-board notices etc
Effective Emailing
• What is E-mail
• How to Make an Effective E-Mail
• Few common email habits that cause
problems
• Structure of E-Mail
• Style
• Some other important aspects
• Discussion
What is E-Mail
• Text-based mail sent via the computer from
one person to another
• A Push Technology
• It waits for You
• It is One-to-Many and almost Free
How to Make an Effective E-mail
• Selecting Your Audience Correctly
• Using Distribution Lists
• Composing Your Messages
– Make the heading meaningful
– Keep each message short and clear.
– Start each message by stating its
purpose/context
Structure of E-Mai
• Addressing
• Subject
• Message Text
• Attachments
• Signature
Addressing

• It’s the address of the recipient

•U s e B C C t o p r o t e c t E m a i l
addresses unless everyone knows
each other
Subject
• Precise headline for the message
• Makes easier to handle of e-MAIL
•Avoid sending e-mail with No
subject
Message Text
• Keep the message focused and readable
• Keep it short
• Brevity and clarity
• Use paragraphs
• Break into paragraphs; skip lines between
• Avoid fancy typefaces
Message Text ( cont. )
• Use * * to highlight text if you must
• Write in standard professional language
with Capitalization and correct spelling
• Quote back using contexts
• Identify yourself clearly to cold contacts.
– Hello, I am…The reason I am writing…
– Hello, so-in-so suggested I contact you…
Message Text ( cont. )
• Audience: To whom are you writing?
• Your Professors
• Your Students
• Your Colleagues
• Often the same rules apply – be professional!
• Send from your account or from a respectable email
address.
• Avoid abbreviations, bad grammar, and emoticons
common to email with close friends.
• Capitalize as though you are writing a letter.
Message Text ( cont. )
•G i v e a b r i e f a n d s p e c i f i c
description of your reason for
writing
Message Text ( cont. )
• To your professors:
• Dear Professor ___,
• Dear Dr. ___,
• Dear Matt,
• only after the professor has specifically
indicated that you are to address him/her
by first name
Message Text ( cont. )
• To your students:
• Dear Sarah,
• Dear Joe,
• To your colleagues:
Dear Emma, Hi Mark: for colleagues whom you know
E-mail Signature
• Use an appropriate signature
• Brief (4-5 lines)
• Informative provide all contact
information
• Professional do not include pictures,
quotes, animations
Poor Email Content
Jon,
Hey, I was just thinking about the meeting we had about the new
workshop you were planning for next week about resume-writing.
I think that we may have forgotten to include all of the students
who might benefit from this workshop. There are several groups
of students at the School of Public Health that were not on your
list. Of course you may have added them to you list since our
last meeting. Sara from the School of Public Health contacted
me to ask if the students from the Epidemiology program were
on our list of included students. She also wanted a list of all of
the included departments from the School of Public Health. Can
you send me a list of all of the included student groups? I can
then send the relevant information on to Sara because she
needs this information by tomorrow. Thanks, Rachell
Better Email Content
Dear Jon,
Can you send me a list of the students included in the
resume writing workshop by tomorrow? We may have
forgotten to include all of the students who might benefit
from this workshop. There are several groups of students at
the School of Public Health that were not on your list. Sara
from the School of Public Health contacted me to ask if the
students from the Epidemiology program were on our list. I
will send her that information tomorrow after I get the list
from you.
Thanks,
Rachell
Practice
Write to a customer to tell them
that the product or service they
want is not available at the
moment.
 Non-Verbal
Communication
• What is nonverbal communication?
• Difference between verbal & nonverbal
communication.
• Importance & Power of nonverbal communication.
• Types of nonverbal communication.
• Forms of nonverbal communication.
• Nonverbal Communication Around the World.
• Nonverbal communication must be
understandable
What is nonverbal communication?
Nonverbal Communication =
Communication without words
Nonverbal communication is a
process of communication through
sending and receiving wordless
messages.