Content here.

Unit I (part 2)

• Verbal & Non-verbal communication

• Barriers of communication
• Models of communication
 Verbal & Non-Verbal Communication
In Verbal communication, a person uses words or speech to exchange information or
messages. It takes place in the form of oral as well as a written format between two or
more persons.
Examples of verbal communication are meetings, letters, reports, emails, notes, memos,
group discussions, interviews, counseling, face-to-face conversations, telephone calls, radio,
etc.
Verbal communication plays an integral role in maintaining successful and positive
relationships.
Non-verbal communication is the widely used method in the communication process
where a person doesn’t use a single word or language to pass his/her message or
information to other people.
When a person doesn’t use the words to converse with others rather uses visual cues such as
facial expressions, gestures, eye contact, posture, body language, tone of voice to express
their feelings or convey the message, then it is called a Non-verbal communication.
When a person attending any meeting, appears for an interview, gets into the 
group discussion or in any activity, then how people carrying themselves through physical
means explains their non-verbal responses.
For example, poor posture in the interview represents unprofessional and casual behavior,
avoiding eye contact or downward gaze reflects that a person is not confident enough, the
person standing or sitting with crossed arms means he might be defensive, etc.
Types/classification of NVC:
 Types/classification of NVC:
Kinesics
 /Body shape and postures/Gestures
 Face and eyes
 Appearance
Proxemics/Space language
Time language/Chronemics
Paralanguage/pitch
Haptic/Touch
 Kinesics
The study of the communicative dimensions of facial and bodily
movements - Includes: body movement (body language),
gestures, facial expression, eye contact, posture
By nodding your head,blinking,sighs,breathing ,shrugging
your shoulders,waving your hands, you send message to others.
Body posture & Facial & Appearance
These are part of kinesics.
Body Gestures
 Emblems/Illustrators /Adaptors/Affect Displays/Regulators
GESTURES
 PARALANGUAGE 
Paralanguage is the vocal (but nonverbal) dimension of speech.
It refers to the way you say something, rather than what you
say. By stressing different words in a sentence, you can change
the meaning completely without doing anything to the structure
of it.
Pace/rate
Pauses
Pitch/Volume

 I am a good communicator
 I am a good communicator
 I am a good communicator
 I am a good communicator
 I am a good communicator
 Proxemics/Space language
 Proxemics in communication involves the distance between ourselves and
others when having a conversation, delivering a speech or a lecture, or sharing
an intimate moment.
There are four kind of space Intimate,Personal,Social and Public space.
 Conversation with close friends,family,friends? normal talking is considered as
appeared to as for special people to enter this space whispering or complete
silence in more intimate manner.
 Peers,colleague,good friends, it is more relaxed and casual in nature.
Spontaneous, unprogrammed communications.
 You use this space formally meaning this relation is more official.Most of the
business is done in this zone.It is conducted with less emotion and more
planning.
 The last area is more formal in nature.Which can refer to as standing up for
yourself(voicing) to communicate.It might be where you place the things least
significant to you.
 Time language/Chronemics
Time language concerns the meaning of time.
It can reflect our culture of how important we value others by
the use of time both personally and professionally.
As a communicator ,you should recognize the receiver’s time
language.
You should adapt to time meanings to fit the receiver’s mind
just as you do with words or spoken meanings.
 HAPTICS 
To understand the use of handshakes or occasional hugging
and patting.
The most important thing to bear in mind with regard to
haptic is to observe and adopt the pattern followed by other
senior professionals around you.
Functions of Touch:
1) Positive Emotions 2) Playfulness 3) Control 4) Ritualistic
5) Task Related
 Importance /Role of NVC
Nonverbal signals are important in many psychological processes,
including attachment, attraction, social influence, deception, self-
presentation, and interpersonal self-fulfilling prophecies.
Cultural, gender, and other group differences in nonverbal behavior
have been documented as well as individual differences in usage and in
the accuracy of nonverbal cue transmission and reception.
Business owners can better understand their customers and employees
by using nonverbal communication because sometimes employees or
customers do not want to talk about their claims.
Non-verbal communication is giving an opportunity to go in other
person's mind. If the person wants to mask his/her own feelings or
immediate reaction to some kind of information, the special attention
should be given to non-verbal behavior.
The silent signals of non-verbal communication tend to reveal
underlying motives and emotions—fear, honesty, joy, indecision,
frustration—and much more
Parameter of Comparison Verbal Communication Non Verbal Communication

Non-verbal communication
Verbal communication involves
 involves the use of visual or non-
the use of words or speech or
verbal cues such as facial
Definition auditory language to express
expressions, eye or body
emotions or thoughts or exchange
movements, gestures, and many
information.
more without speaking.

Communication Type Formal as well as Informal Informal

Very impactful as it is Very comprehensive as it shows

Impact of the Message
documented. the actual emotions of the person.

Required and at times more

Communicates Precise information.
information.

Emails, letters, notes, reports, i.e. Through Body posture, gestures,

Conveyed Through Anything in written and oral eye contacts, face expressions i.e.
format where words are used. any form of expression.

Complex and sometimes

Transparency Status Clear and Concise.
confusing.
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 Barriers of communication
Types of barriers/malfunction/gateways
Semantic
Language barrier
Emotional/psychological
Physical(medium of communication)
Cultural
Interpersonal
Hearing
(SEMANTIC)
A
Good morning, we want to introduce our new
product Purity. Purity is a device which utilises the
process of flocculation in order to remove colloids
from suspension through the formation of flakes. Our
device promotes agglomeration and makes free
floating particles settle in order to be enmeshed into
larger precipitates. It is a device which therefore
groups the harmful bacteria which pollute water
sources. It is a necessary addition to Nepal and thus
we are asking for your investment into our product.
Good afternoon. According to the Department of Water Supply and
Sewerage in Nepal, even though an estimated 80% of the total
population has access to drinking water, it is not safe. With a
distinct lack of water treatment facilities Nepal continues to face
a number of dangerous waterborne illness. These illnesses lead to
the death of a staggering 44,000 children every year. We believe
that this is an issue which needs to be tackled.
Today we would like to introduce you to a product we would
like to bring to Nepal, to improve this issue; Purity. Purity is a
water filtration device which can be used at home to provide
clean water. This device will purify water from the tap and will
remove the demand for bottled water. It will also inevitably
reduce deaths from waterborne diseases. We will begin our
presentation by explaining how our product works.
Barrier impedes a smooth flow.
Hinders progress to achieve the goal.
Can retard or distort the message and
intention of the message.
Can result into failure of
communication process or an effect that
is undesirable.
LANGUAGE
Lack of Basic Communication Skills - The receiver is
less likely to understand the message if the sender has
trouble choosing the precise words needed and arranging
those words in a grammatically- correct sentence.
Insufficient Knowledge of the Subject - If the sender
lacks specific information about something, the receiver
will likely receive an unclear or mixed message. Have
you shopped for an item such as a computer, and
experienced how some salespeople can explain
complicated terms and ideas in a simple way? Others
cannot.
Emotional/psychological
- An emotional individual may not be able to
communicate well. If someone is angry, hostile,
resentful, joyful, or fearful, that person may be too
preoccupied with emotions to receive the intended
message. If you don’t like someone, for example, you
may have trouble “hearing” them.
Physical distractions :

- A bad cellular phone line or a noisy restaurant can

destroy communication. If an E-mail message or letter is
not formatted properly, or if it contains grammatical and
spelling errors, the receiver may not be able to concentrate
on the message because the physical appearance of the
letter or E-mail is sloppy and unprofessional.
Long communication chain - The longer the
communication chain, the greater the chance for error.
If a message is passed through too many receivers, the
message often becomes distorted. If a person starts a
message at one end of a communication chain of ten
people, for example, the message that eventually
returns is usually altered.
Decoding/Understanding Barriers:

The communication cycle may break down at the

receiving end for some of these reasons:

Lack of interest
Lack of knowledge
Lack of communication skills
Emotional distractions
Information overload
Conflicting messages
Lack of interest - If a message reaches a reader who is
not interested in the message, the reader may read the
message hurriedly or listen to the message carelessly.
Miscommunication may result in both cases.
 Lack of knowledge - If a receiver is unable to
understand a message filled with technical
information, communication will break down. Unless a
computer user knows something about the Windows
environment, for example, the user may have
difficulty organizing files if given technical
instructions.
Lack of communication skills - Those who have
weak reading and listening skills make ineffective
receivers. On the other hand, those who have a good
professional vocabulary and who concentrate on
listening, have less trouble hearing and interpreting
good communication. Many people tune out who is
talking and mentally rehearse what they are going to
say in return.
Emotional distractions - If emotions interfere with
the creation and transmission of a message, they can
also disrupt reception. If you receive a report from
your supervisor regarding proposed changes in work
procedures and you do not particularly like your
supervisor, you may have trouble even reading the
report objectively. You may read, not objectively, but
to find fault. You may misinterpret words and read
negative impressions between the lines. Consequently,
you are likely to misunderstand part or all of the
report.
Information overload - If you receive a message
with too much information, you may tend to put up a
barrier because the amount of information is coming
so fast that you may have difficulty comfortably
interpreting that information. If you are selling an item
with twenty-five terrific features, pick two or three
important features to emphasize instead of
overwhelming your receiver with an information
avalanche.
Conflicting messages - Messages that cause a conflict in
perception for the receiver may result in incomplete
communication. For example, if a person constantly uses
jargon or slang to communicate with someone from
another country who has never heard such expressions,
mixed messages are sure to result. Another example of
conflicting messages might be if a supervisor requests a
report immediately without giving the report writer enough
time to gather the proper information. Does the report
writer emphasize speed in writing the report, or accuracy in
gathering the data?
 
 Models of Communication

Helps visualize the process of Communication

Model of communication
Aristotle’s Model of Communication
Claude Shannon and Warren Weaver is based on
mediated/vertical communication.
Harold Laswell’s (1948) linear model of
communication; no feedback mechanism
An Wilbur Schramm’s model 1955
An interactive/circular model
Julia T. Wood (2004)
Transactional Model
 Claude Shannon and Warren Weaver is based on mediated
communication/vertical communication/linear
The Shannon and Weaver Model of Communication
is a mathematical theory of communication that argues
that human communication can be broken down into 6
key concepts: sender, encoder, channel, noise, decoder,
and receiver.
At first the model was developed to improve the
Technical communication. Later it's widely applied in
the field of Communication. The model deals with
various concepts like Information source, transmitter,
Noise, channel, message, receiver, channel, information
destination, encode and decode.
 Sender :  The originator of message or the information source selects
desire message
 Encoder : The transmitter which converts the message into signals. The
sender’s messages converted into signals like waves or Binary data which
is compactable to transmit the messages through cables or satellites. For
example: In telephone the voice is converted into wave signals and it
transmits through cables
 Decoder : The reception place of the signal which converts signals into
message
 Receiver : The destination of the message from sender. Based on the
decoded message the receiver gives their feed back to sender
 Noise: During this process the messages may be distracted or affected by
physical noise like horn sounds, thunder and crowd noise or encoded
signals may distract in the channel during the transmission process
 Harold Laswell’s (1948) LINEAR MODEL OF COMMUNICATION
no feedback mechanism.
The linear communication model explains the process of one-way
communication, whereby a sender transmits a message and a receiver absorbs
it.
It’s a straightforward communication model that’s used across businesses to
assist with customer communication-driven activities such as marketing, 
sales and PR.
The channel, sender and receiver play crucial roles in linear communication.
The sender puts an idea, thought or feeling into a message, and transmits this
message via a ‘channel’. This channel acts as the medium and will change the
message into a tangible form, for instance speech, writing or animation. In its
new form, the message is transmitted to the receiver, who then decodes it.
According to the model, many things can affect the one-way communication
process. For instance, the choice of channel selected may affect the way a
receiver interprets a message. Also, a number of disruptions can occur at any
point – they're known as ‘noise’. It can include ‘psychological noise’,
whereby the psychological state of the receiver will affect the interpretation
of the message, including stress, anxiety, anger and so on.
  IMPORTANCE OF LINEAR MODEL
In marketing, for example, it helps to focus on:
1. How an advertising message may be altered and
influenced by the encoding process of the business.
2. The effects of the communication channel or medium.
3. Noise interference.
4. Eventual decoding by the potential customer.
This suits one-way processes such as print and broadcast
advertising, where the feedback process is quite separate
from the initial communication.

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 Wilbur Schramm’s model 1955
An interactive model
 Both the speaker and listener take turns to speak and listen to each other
 The receiver or listener providing feedback to the sender; the speaker and
listener communicate better if they have common fields of experience, or fields
which overlap
Transactional Model
Julia T. Wood (2004)
 transactional model of communication that takes into
account “noise” or interference in communication as well
as the time factor
 The outer lines of the model indicate that communication
happens within systems that both communicators share , eg
college, hometown, culture or personal systems
 It also takes into account changes that happen in the
communicators’ fields of personal and common
experiences
 The model also labels each communicator as both sender as
well as receiver simultaneously
The organization can check where and what needs to be
changed,the policy if they hear it from the co-workers due to
which it can be a direct benefit to enhance the org’s growth
If the employees are happy with the culture and their
regognition the retention of the employee will be far reached.

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 Problems of Personal Communication
 There will be frequent emotional upset for people hold dear their
rights and privileges.
 Can interfere in the performance of the employee as they can take
things lightly and for granted.
 can lead to doubts around favoritism and make it hard to give
honest feedback
 The expectations will always be on the higher side from the
employees.
 Fearful of upsetting their subordinates' feelings, because they are
friends with them, mediocrity may flourish in the workplace.
 When the boss is more concerned about his personal relationships
with employees, rather than his professional role and
responsibilities, staff and other management team members may
lose respect for him
 Important questions
Can Language be the barrier in communication?Explain why?
State the forms of communication/managerial communication
with examples.
Why is communication important in business organization?
What are the 7c’s in communication.
What do you mean by communication
malfunction/barrier/problems.
What are the models of communication?
What are the impact of personal communication in business?