Communication 1 - Intro Culture Non Verbal

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COMMUNICATION

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Communication Defined

Communication is defined as the interchange of thoughtsor opinions through shared symbols; e.g. language, words,phrases

Communication is interchange of thoughts , opinions,information, by speech, writing or signs

- Robert Anderson (Professional Selling)

Purposive interchange, resulting in workableunderstanding and agreement between the sender andreceiver of a message

- George Vardman (Effective Communication of Ideas)

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Business Communication Defined

Business communication is any communication

used to build partnerships, intellectual resources,

to promote an idea, a product, service, or an

organization with the objective of creating value

for your business.

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Internal and External Communication

Business Communication encompasses ahuge body of knowledge both internal and

external for any business.

Internal communication includescommunication of corporate vision, strategies,

plans, corporate culture, shared values andguiding principles, employee motivation, crosspollination of ideas etc

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External communication includes branding,

marketing, advertising, customer relations, publicrelations, media relations, business negotiations,

etc.

Whatever form it takes, the objective remains

the same to create a business value

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Purpose of communication

We generally communicate to :

Inform directed by desire to expose, develop, and explain the subject

Persuade the focus is on the receiver and not the message The purpose of communication is to get your message across to others

clearly and unambiguously.

Involves effort from both the sender of the message and the receiver.

Is a process that can be fraught with error, with messages oftenmisinterpreted by the recipient.

When not detected, it can cause tremendous confusion, wasted effort and

missed opportunity.

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Role of Communication

Helps us understand:-

What factors are relevant to this situation.

Objective -What do I want to accomplish in this situation.

Approach -

Which is the better way of doing it.

Technique -What specific methods should I use to solve it.

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Communication-importance

Poor communication is probably the most frequentlycited source of interpersonal communication.

One of the most inhibiting forces to successful group

performance is effective communication Good communication skills is important for the carrier

success.

A 2007 raters rated communication skills as the most

important characteristic of an ideal job candidate.

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Communication - importance

No individual, group or organization can exist without

communication: the transfer of meaning among its

members.

Communication must include both the transfer and theunderstanding of meaning.

A perfect communication is that when a thought or an

idea was transmitted so that the mental picture

perceived by the receiver was exactly the same as

that envisioned by the sender.

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Functions of Communication

Communication Functions1. Control member behavior.

2. Foster motivation for what is to be done.

3. Provide a release for emotional expression.4. Provide information needed to make

decisions.

Communication

The transference and the understanding of meaning.

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Elements of the Communication Process

The sender

Encoding

The message

The channel

Decoding

The receiver

Noise

Feedback

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The Communication Process Model

Communication Process

The steps between a source and areceiver that result in the transferenceand understanding of meaning.

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The Communication Process

Channel

The medium selected by the sender through which the message travels to

the receiver.

Types of Channels

Formal Channels

Are established by the organization and transmit messages that are

related to the professional activities of members.

Informal Channels

Used to transmit personal or social messages in the organization.

These informal channels are spontaneous and emerge as a response

to individual choices.

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Communication process contd

Sender initiates a message by encoding a thought.

The message is the actual physical product from the

senders encoding.

Channel is the medium through which the message

travels.

Receiver is the object to whom the message is

directed.

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Communication process contd

DecodingBefore the message can be received, the

symbols in it must be translated in to a form that can

be understood by the receiver.

Noise represents communication barriers that distortthe clarity of the message.

Eg: Perceptual problems, information overload, semantic

difficulties, or cultural differences.

Feed back loophow successful we have in

transfering our messages as originally intended.

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Communication Process - Phases

Communication consists of two phases:

1. Transmission phase: information is shared by 2 or more

people.

2. Feedback phase: a common understanding is assured.Starts with the Senderwho wants to share information.

Sender must decide on a message to share

Sender also puts the message into symbols or language, a

process called encoding.

Noise: anything harming the communication process.

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The Communication Process - Flow

Message Encoding Medium Decoding

Decoding Medium Encoding Message

Receiver

(now sender)Sender

Transmission Phase

Feedback Phase

NOISE

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The Communication Process

Messages are transmitted over a medium to a receiver.

Medium: pathway the message is transmitted on (phone, letter).

Receiver: person getting the message.

Receiver next decodes the message. Decoding allows the receiver to understand the message.

This is a critical point, can lead to misunderstanding.

Feedback is started by receiver and states that the message is

understood or that it must be re-sent.

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Process of communication

The Linear Model:-

Involves 5 basic questions who - says what - on which channel- to whom - with what effect

One way process

Intended to control and manipulate the receiver.

Assumptions that no distortions while the message passes

sender media receiver action

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The Communication Process - Basic Model

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2.Senderencodesidea inmessage

3.Messagetravelsoverchannel

1.Senderhas idea

4.Receiverdecodesmessage



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Communication Process - Basic Model

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1.Senderhas idea


5.Feedback travelsto sender



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1.Senderhas idea


6.Possible additionalfeedback to receiver




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1.Senderhas idea


6.Possible additionalfeedback to receiver




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Communication Process - Expanded Model

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Shannon Weaver Model :-

First to point that messages can change or be blocked

Brought in the concept of noise

Introduced feedback as corrective to noise which may again not

be an integral part of communication process Viewed as another act of communication

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Two Way Communication Process:-

Concept is more contemporary

Receiver also acts as sender of feedback to complete the two

way flow of communication Also known as transactional communication

receiver

message transmitter

Communicationsymbols

Communicationchannel

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Common Problems in Two way communication:

No perceived benefit to the audience

Noise, disturbances-hard to hold attention Variations in listening skills

Complexity of subject matter/message

Time restraints

Personal biases, hostility

Responding to difficult questions

Sidestepping sensitive issues

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Major Classifications

Can be classified on basis of....

A) number of persons/ receivers to whom message is addressed:-

i) Intrapersonal:- talking to ones own self.

E.g. Dramatic works.

ii) Interpersonal :- exchange of messages between two persons.

E.g. conversation, dialogue, an interview, some other cases like an

author, a letter etc.

iii) Group:- Can be among small groups like organization, club, class

rooms where all individuals retain their individual identity.

iv) Mass:- occurs when the message is sent to large groups of people

E.g. news paper, radio, T.V etc.

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B) On the basis of medium employed :

i) Verbal:- means communicating with words, written or spoken

ii) Non verbal :- includes using of pictures signs, gestures and facial

expressions for exchanging information between persons

E.g. personal space, touch, eyes, sense of smell and time.

iii) Meta communication:- the speakers choice of words unintentionally

communicates something more than what the actual words state.

Meta Communication is an implied meaning conveyed by the choice of words,

tone of voice, fumbling, silence or omission.It is the message communicated notthrough words but along with words.It can be intentional or unintentional.

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Organization Communication Networks

Organization chart depicts formal reporting channels.

Communication is both formal & informal and flows around

issues, goals, and projects.

Vertical Communication: goes up and down the corporatehierarchy.

Horizontal Communication: between employees of the same

level.

Informal communications can span levels and departments.

Grapevine: informal network carrying unofficial information

through the firm.

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Organizational Communications Network

FormalCommunication

Informal

Communication

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Technological Advances

Internet & www : global system of computer networks

Many firms use it to communicate with suppliers & it

provides multimedia access globally.

Intranets: use the same information concepts as theInternet, but keep the network inside the firm.

Groupware: software designed to let workers shareinformation and improve communication.

Best for team oriented support.


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Communication Skills for Managers as Senders

Send clear and complete messages.

Encode messages in symbols the receiverunderstands.

Select a medium appropriate for the message and monitored

by the receiver. Avoid filtering (holding back information) and distortion as the

message passes through other workers.

Ensure a feedback mechanism is included in the message.

Provide accurate information to avoid rumors.

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Communication Skills for Managers as Receivers

Pay Attention to what is sent as a message.

Be a good listener: dont interrupt.

Ask questions to clarify your understanding.

Be empathetic: try to understand what the sender feels. Understand linguistic styles: different people speak

differently.

Speed, tone, pausing all impact communication.

This is particularly true across cultures.Managers should expect and plan for this.

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Types of communication

According to the direction of communication

Vertical communication

Lateral communication

Vertical communication is again devided in to

Upward communication

Downward communication.

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Direction of Communication

Upward

Downward

Lateral

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Types of communication contd

Downward communication

Communication that flows from one level of a group

or organization to a lower level.

Its used by group leaders and managers to assign

goals, provide job instructions, inform employees of

policies, point out problems, offer feedback etc.

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Upward communication

Flows to a higher level in the group or organization.

Its used to provide feedback to higher ups, inform of

progress upward goals and relay current problems.

Keeps managers aware of how employees feel abouttheir jobs, coworkers and organization in general.

Managers also rely on upward communication forideas on how things can be improved.

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Lateral communication

Communication among the members of

the same work group, members of work

groups at the same level, managers at the

same level, any horizontally equivalent

personnel.

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Interpersonal communication

According to how group members transfer meaning

between and among each other

There are three basic methods

Oral communication

Written communication

Nonverbal communication

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Interpersonal Communication

According to how group members transfer meaning between and among eachother.

Oral Communication

Advantages: Speed and feedback.

Disadvantage: Distortion of the message. Written Communication

Advantages: Tangible and verifiable.

Disadvantages: Time consuming and lacks feedback.

Nonverbal Communication Advantages: Supports other communications and provides observable

expression of emotions and feelings.

Disadvantage: Misperception of body language or gestures can influence

receivers interpretation of message.

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Interpersonal communication contd

Important for complex and lengthy communication

The draw backsIt is time consuming.

No built in feedback mechanism.

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Written communication

Memos, letters, fax transmissions, electronic mail,

instant messaging, organizational periodicals, notices

placed on bulletin boards any other device

transmitted via written symbols or words. They are tangible and verifiable.

When printed, both the sender and receiver have a

record of communication

Message can be stored for indefinite period.

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Oral communication

This is the chief means of conveying of messages.

Eg., speeches, group discussions, informal rumor mill,or grapevine

Advantages are speed and feedback. Disadvantages surface when message has to pass

through a number of people. Greater the numberof people greater the distortion.

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Organizational communication

At the organizational level the types of

communication are

- Formal small group network

- The grape wine

- Computer aided communication

- Knowledge management

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Communication Networks

Networks show information flows in an organization.

Wheel Network: information flow to and from one central

member.

Chain Network: members communicate with people next to

them in sequence.

Wheel and Chain networks provide for little interaction.

Circle Network: members communicate with others close to

them in terms of expertise, office location, etc.

All-Channel Network: found in teams, with high levels of

communications between each member and all others.

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Three Common Formal Small Group


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Three Common Formal Small-Group

Networks

E X H I B I T 103

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Communication Networks in Groups & Teams

Wheel Network

Circle Network

Chain Network

All Channel Network

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Formal organizations and groups

Can be complicated because it include hundreds of peopleand half a dozen or more of hierarchical levels

ChainRigidly follows the formal chain of command. Wemight find rigid three level organization.

WheelRelies on a central figure to act as a conduit forall the groups communication.

All ChannelNetwork permits all group members toactively communicate with each other.

This is seen in practice by self managed teams, in whichall group members are free to contribute no one takes aleadership role

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Formal small group networks contd

Effectiveness of each team depends on

- Structure of wheel facilitates the emergenceof a leader.

- All channel network is best for high membersatisfaction.

- Chain is best if accuracy is most important.

- No single network will be best for all

occassions.

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Grapevine

Grapevine Characteristics

Informal, not controlled by management.

Perceived by most employees as being more believableand reliable than formal communications.

Largely used to serve the self-interests of those who use

it.

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Grapevine contd

Rumors Results from:

Desire for information about important situations

Ambiguous conditions

Conditions that cause anxietyIt is still an important source of information because 75% of

employees hear about matters first through the roomers on

the grapevine.

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Grapevine cont Why rumors flourish in


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Grapevine cont - Why rumors flourish in

organizations

Secrecy and competition that prevails in large

organizations around issues such as

Appointment of new bosses

Relocation of officeDownsizing decisions

Realignment of work assignments

They create conditions that encourage and sustainrumors on the grapevine.

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Grapevine - importance

Give managers a feel for the morale of their

organization

Identifies issues that employees consider important

Helps tap in to employee anxieties.

Serves employee needs by establishing relations

among themselves.

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S i f R d i h


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Suggestions for Reducing the

Negative Consequences of Rumors

1. Explain decisions and behaviors that may appearinconsistent or secretive.

2. Emphasize the downside, as well as the upside, of currentdecisions and future plans.

3. Openly discuss worst-case possibilitiesit is almost neveras anxiety-provoking as the unspoken fantasy.

Source: Adapted from L. Hirschhorn, Managing Rumors, in L. Hirschhorn (ed.),Cutting Back(San Francisco: Jossey-Bass, 1983), pp. 5456.

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Electronic communication

The primary medium of communication

E-mail,

Text messaging

Networking software

Internet or web logs (blogs)

Video conferencing

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Computer-Aided Communication

E-mail

Advantages: quickly written, sent, and stored; low costfor distribution.

Disadvantages: information overload, lack of emotionalcontent, cold and impersonal.

Instant messaging

Advantage: real time e-mail transmitted straight tothe receivers desktop.

Disadvantage: can be intrusive and distracting.

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(contd)

Intranet

A private organization-wide information network.

Extranet An information network connecting employees with

external suppliers, customers, and strategic partners.

Videoconferencing An extension of an intranet or extranet that permits

face-to-face virtual meetings via video links.

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E-mail

Uses the internet and computer generated text anddocuments.

Messages are quickly written,edited and stored.

Can be distributed among a number of persons ata time with a click of a mouse.

Can be read, in their entirety, at the convenience ofthe reciepient.

Cost economic.

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E-Mail drawbacks

Misinterpreting the message

Communicating negative messages

Overuse of E-mail

E-mail emotions

Privacy concerns

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Emoticons: Showing Emotion in E-Mail

Electronic mail neednt be emotion free. Over the years, a set of

symbols (emoticons) has evolved that e-mail users have developed

for expressing emotions. For instance, the use of all caps (i.e., THIS

PROJECT NEEDS YOUR IMMEDIATE ATTENTION!) is the e-mail

equivalent of shouting. The following highlights some emoticons:

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E-Mail Trends

E-mail use is growing rapidly in large firms, and there areeven special e-mail etiquette:

Words in all CAPITALS are seen as screaming at the

receiver.Punctuate your messages for easy reading and dont

ramble on.

Pay attention to spelling and treat like a written letter.E-mail has allowed telecommuting, where workers can

work from home and be in touch with e-mail.

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Instant messaging and text messaging

IM is sent via desktop or laptop computer

TM is transmitted via cellphones.

They are the fast and inexpensive way of

communication to stay in touch with the employeesand the employees to stay in touch with

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Information Richness and Media Type

Face-to-face

communication

Verbal communication

electronically

transmitted

Impersonal written

communication

HighRichness

LowRichness

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Communication Media

Face-to-Face: highest information richness.

Can take advantage of verbal and nonverbal signals.

Provides for instant feedback.

Management by wandering around takes advantage of this with informaltalks to workers.

Video Conferences: provide much of this richness.

Reduce travel costs and meeting times.

Verbal Communication electronically transmitted: has next highest

richness. Phone conversations, but no visual nonverbal cues.

Do have tone of voice, senders emphasis and quick feedback.

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Communication Media

Personally Addressed Written Communication: lower richnessthan the verbal forms, but still is directed at a given person.

Personal addressing helps ensure receiver reads it.

Letters and e-mail are common forms. Cannot provide instant feedback to sender but can get feedback

later.

Excellent for complex messages needing follow-up.

Impersonal Written Communication: lowest richness. Good for messages to many receivers. Little feedback is expected.

Newsletters, reports are examples.

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C i i I


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Communication Issues

Encoding of messages can be done verbally or non-verbally

Verbal: spoken or written communication.

Nonverbal: facial gestures, body language, dress.

Sender and receiver communicate based on theirperception.

Subjective perception can lead to biases and stereotypes that hurt

communication.

Effective Managers avoid communicating based on a pre-set

belief.

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Dangers of Ineffective Communication

Managers spend most of their time communicating so both theyand the subordinates must be effective communicators. To beeffective:

Select an appropriate medium for each message. There is no one best medium.

Considerinformation richness: the amount of information a medium

can carry.

Medium with high richness can carry much information to aidunderstanding.

Is there a need for a paper/electronic trail to provide documentation?

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B i f ff i i i


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Barriers of effective communication

Filtering

Selective perception

Information overload Emotion

Language

Communication apprehension

Gender differences

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Gl b l i li i


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Global implications

Cross cultural barriers

barriers caused by

semantics - of meaning in language

word connotationsimply in addition toits literal meaning

Tone differences

Differences among perceptions

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TONE OF VOICE74


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TONE OF VOICE

The tone of voice is a means by which the

speaker implies his or her attitude to themessage.

It is also a means by which he seeks a

reaction from the hearer.

Other examples of tone of voice are:

aggressive, critical, nervous, disappointed,monotonous, friendly, enthusiastic, vivid,persuasive, etc.


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INTONATION

Intonation is the way that the senders pitch of voice rises and falls

when speaking.

At the same time, intonation indicates the end of an entity of

information, whichin written communicationis shown by means of acomma, semicolon, point, exclamation mark or question mark.

Another function of intonation is to lay emphasis on a particular word

or idea, a detail that the interpreter must not fail to be aware of.


I t ti It th W Y S It!


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Intonations: Its the Way You Say It!

Change your tone and you change your meaning:Placement of the emphasis What it means

Why dont I take you to dinner tonight? I was going to take someone else.

Why dont I take you to dinner tonight? Instead of the guy you were going with.

Why dont I take you to dinner tonight? Im trying to find a reason why Ishouldnt take you.

Why dont I take you to dinner tonight? Do you have a problem with me?

Why dont I take you to dinner tonight? Instead of going on your own.

Why dont I take you to dinner tonight? Instead of lunch tomorrow.

Why dont I take you to dinnertonight? Not tomorrow night.

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Culture is the "lens" through which

you view the world.

It is central to what you see,

How you make sense of what you

see,

How you express yourself.

"Culture is the arts elevated to a set of beliefs."

Tom Wolfe

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A lt l id


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A cultural guide

4 rules

1. Assume differences until similarity is proven

2. Emphasize description rather than interpretation

or evaluation3. Practice empathy

4. Treat your interpretations as a working

hypothesis.

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C lt l t t


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Cultural context

High context cultures

Low context cultures

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Cross Culture Communication

Intercultural Communication is the process of sending and receiving messages

between people whose cultural background could lead them to interpret verbal

and non-verbal signs differently.


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Why Cross Culture

Communication is important ?

Business Opportunities

Job Opportunities

Improves the contribution of employees in a diverseworkforce

Sharing of views and ideas

Talent improvisation

An understanding of diverse market

Globalization: Cross border movement of people, goods anddata brings more and more cultures into contact with one

another and increases the potential of cross culture

communication.


Case In Point E e Contact


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Case In Point : Eye Contact

In some cultures, looking people in the eye is assumed to indicate honesty and

straightforwardness; in others it is seen as challenging and rude.

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In USA, the cheapest, most effective way to connect with people is to look them into

the eye.



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"Most people in Arab culture share a great deal of eye contact and may regard too

little as disrespectful.84 PREPARED FOR CHRIST - PROF SURAJIT


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In English culture, a certain amount of eye contact is required, but too much makes many

people uncomfortable.



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In South Asian and many other cultures direct eye contact is generally regarded as

aggressive and rude.86 PREPARED FOR CHRIST - PROF SURAJIT


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Case in Point : Gesture

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BODY GESTURES

A body gesture is a movement made with a limb,

especially the hands, to express, confirm, emphasize

or back up the speakers attitude or intention.

This non-verbal activity is regularly used in oraldiscourse.

Body gestures are always perceived andinterpreted together with facial expressions.

Gestures


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How can a Gestures distort the message..

A motion of the hands, head or body to emphasize an idea oremotion.

Perfect! OK! Zero! Worthless! Rubbish!

Gestures



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USA=OK JAPAN=MONEY

RUSSIA=ZERO BRAZIL=INSULT



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How can the same Gestures be treated differently in different cultures



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Blocks to Cultural Communication


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4.Cultural Blindness: Differences are ignored and one proceeds asthough differences did not exist; e.g., "there's no need to worry about a

person's culture

5.Cultural Imposition: Belief that everyone should conform to themajority; e.g., "we know what's best for you, if you don't like it you can go

elsewhere."

6.Tone Difference : Formal tone change becomes embarrassing andoff-putting in some cultures.

Blocks to Cultural Communication


Skills To Overcome Differences


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Respecting Differences and Working Together

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Skills To Overcome Differences


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Understanding Body Language

United States of America

Americans tend to refrain from greetings that involve hugging and other closephysical contact.

When sitting, U.S. citizens often look very relaxed. They may sometimes sitwith the ankle of one leg on their knee.Arab Countries

The left hand is considered unclean in the Arab countries.

When sitting, keep both feet on the ground.

The "thumbs up" sign is offensive throughout the Arab world.

South Korea

Bows are used for expressing appreciation, making apologies and requests, aswell as for greetings and farewells.

When the Japanese want to give the impression that they are in deep thought,they will sometimes fold their arms.

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Things To Remember While

Interacting And ConnectingWith People



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Business AttireBusiness Attire


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Business AttireBusiness Attire



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Selecting and Presenting Business

Gifts100 PREPARED FOR CHRIST - PROF SURAJIT


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Unwrapping gifts

Saudi Arabia - Gifts are opened in private.

USA - Gifts are opened in public

Appreciated Gifts

Indonesia - Gifts, such as tokens memento of your country

or your company logo

Turkey - Wine or liquor if you are sure your hosts drink alcohol,Candy, pastries & Roses, Glassware, such as a vase, goblet, or

decanter make prized gifts

Gifts to avoid

UAE - Alcohol / perfumes containing alcohol and pork and

pigskin products to be avoidedChina - Do not give anything in sets of four or gifts that carry the

association of death, funerals such as clocks, cut flowers, white

objects.


Improving Cross Culture Communication


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NONVERBAL COMMUNICATION


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NONVERBAL COMMUNICATION

Nonverbal communication includes all

unwritten and unspoken messages, bothintentional and unintentional.


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NONVERBALCOMMUNICATION


Every time we verbally give a message to

some one, we also impart a non verbal

message.

Every body movement has a meaning and nomovement is accidental.



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NON VERBAL COMMUNICATION

Non-verbal communication consists of all themessages other than words that are used incommunication.

In oral communication, these symbolic messages aretransferred by means of intonation, tone of voice,

vocally produced noises, body posture, bodygestures, facial expressions or pauses

FORMS OF NONVERBAL COMMUNICATION


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Eye contact

Facial expression

Posture and gestures

Appearance of people


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FORMS OF NONVERBAL COMMUNICATION

Body language


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Nonverbal communication, known as body

language sends strong positive and negative

signals. This is how much it influences any message:

Words 8%

Tone of voice 34%

Non-verbal cues 58%Message 100%

y g g110


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K-KINESICS

Kinesics communication is communicating by body movement

and is perhaps the most well known non-verbal form of

communication, although it is not the only way to talk with

others without words. Body posture

The way that the body is held can communicate many different

messages. An open body that takes up a lot of space can

indicate comfort and domination, whilst a closed in body thatmakes itself small can signal inferiority. Copying of the other

person's body shows agreement, trust and liking.

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Body posture is the bearing or the position of the

speakers body.

It is a more or less stable state and thus not to be

confused with body gestures which are movements.

BODY GESTURES



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BODY GESTURES

A body gesture is a movement made with a limb,

especially the hands, to express, confirm, emphasize

or back up the speakers attitude or intention.

This non-verbal activity is regularly used in oraldiscourse.

Body gestures are always perceived and

interpreted together with facial expressions.

KOPPACT - Continued


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Gestures Gesture is communicating through the movement of body and

arms.

Ekman and Friesen (1969) identified five types of gesture:

Emblems: Direct replacements for words.

Illustrators: Shaping what is being said.

Affect displays: shows of emotion.

Regulators: for controlling the flow of conversation. Adaptors: Self-oriented tension relievers and other forms.


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MOVEMENT

Facial expressions are dynamic features which communicate the

speakers attitude, emotions, intentions, and so on.

The face is the primary source of emotions.

Examples are: a smile, frown, raised eyebrow, yawn or sneer.Eye movement is a key part of facial behaviour because the

eyes are invariably involved in facial displays.


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KOPPACT - Continued


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O-OCCULESICS

This non-verbal communication is how the eyes and eye movement speak in

addition to the facial expressions. This is more than just eye gaze.

Occulesics includes the movement of pupils as well as orbital movement of

the eye ball, blink rate and eyelid movement.

The way we look, stare, blink and the pupil reactions can be nonverbalforms of communication.

Interest in a person or thing will result in decrease in blinking rate and

dilation of pupils. With something we dislike, the pupils will contract. When

we take interest in something, our blinking rate decreases and our eyes

begin to dilate, if we dislike something our pupil's contract.


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P-PARALINGUISTICS

Paralinguistic communication is the study of voice and how words are said.

When we open our mouths we reveal all kinds of things about ourselves

that have nothing at all to do with the words we are uttering and

manipulating the nonverbal elements of our message can completely

change its meaning. Paralinguistic cues refer to everything having to do with speech for the

words we actually utter.

These may be a bit subtler other forms of nonverbal behaviors in

communicating our intent.

Certainly a booming, yelling voice is not subtle. However, a firm thatconveys conviction is more nuanced than a pointing finger, big gestures, or

the invasion of one's personal space.


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PARALINGUISTICS Vocal cues include:

Rate: How many words per minute? In the United States, people from the north-east

speak with more rapidity than do Southerners and generally men speak faster than

women. Rapid rates of speech have been correlated with composure and self

assurance. Volume: How loud or soft is the voice? Researchers have found that confidence,

assertiveness, and boldness are reflected in louder speech.

Pitch: Is the voice high or low in pitch? A high-pitched voice can sound squeaky and

childlike.

We associate lower pitches with greater credibility. More men are born with low-baritone or bass-pitched voices. They rarely use the highest level of pitch that

women use.

Inflection: Inflection refers to variations in pitch. How song-like does one sound?

Imagine a storyteller reading a book to children. We would expect inflection.


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PARALINGUISTICS Quality: Quality generally refers to those vocal characteristics that allow you to

differentiate one voice from another. Is the voice small, feminine, or tremulous; thin,

throaty, or fronted (aloof);tense, flat, grating, nasal, harsh, or shrill? All of these

represent different combinations of rate, pitch, and volume.

Intensity: How emphatic are the statements? For example, "I really want you to do itnow!" The intensity can be a direct indicator of the speaker's passion and

commitment or lack of it!

Silence: Silence can speak Volumes. It can provide thinking time, hurt another person,

isolate oneself, prevent communication, convey feelings, create personal distance,

signal respect and reverence, provide greater opportunity for increasing awareness

of the self and others, accent or emphasize certain messages, say nothing, allow thespeaker to explore his or her own thoughts and feelings, or create interpersonal

distance.

" Pausing is a form of silence that can be motivated by anxiety. It also impacts the

rhythm and cadence or flow of the speech.


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P-PROXEMICS Vertical distance or proxemics, from the word proximity, are some of the

types of nonverbal communication.

The distance or space we feel we need is influenced by social norms,

situational factors, personality characteristics of those around us as well as

ourselves, and level of familiarity.

For example, the amount of personal space needed when having a casual

conversation with another person usually varies between 18 inches to four

feet. On the other hand, the personal distance needed when speaking to a

crowd of people is around 10 to 12 feet.


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P-PROXEMICS

Put another way, what is your comfort zone around your body?

Edward Hall, an anthropologist, found that North Americans have four distinct

ranges where face to face interactions have related levels of comfort.

Later studies found that these are circles around us. The comfort zones vary from

culture to culture. Based on the original work of 1959,the four distances are :

0-18 inches : Intimate distance

18 inches - 4 feet : Personal distance

4 feet -12 feet : Social distance

>12 feet : Public distance

Likewise the distance behind us that we feel uncomfortable if someone enters variesby who and when. You may feel totally comfortable if your wife is right behind you.

A stranger may make you feel uncomfortable. However, standing in a line to get

into see a movie may not be as uncomfortable as someone walking up behind you in

an otherwise open space.PREPARED FOR CHRIST - PROF SURAJIT

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A-ARTIFACTS Artifacts have symbolic significance of personal identities, territories and personal

environments. Like the other forms of nonverbal communication, artifacts and their

significance differ from culture to culture. For example, the American flag only

symbolizes America to other countries, but in America it can symbolize freedom and

prosperity. There are several different artifacts that may have great spiritual value

to some cultures, while in others are a symbol of anger, hatred and other feelings

which affect how these two cultures would communicate with each other. Another

artifact that symbolizes different things to different people within the United States

is military symbols on uniforms. Depending on the symbol, a soldier would have to

change the way he is communicating with that person. For example, if he were

talking to a fellow soldier who has few, if any, symbols, he would have little concern.

On the other hand, if he were talking to a general or someone of higher rank who

has more symbols, he would have to choose his words and actions carefully.

Different artifacts can have a number of different meanings to different cultures.


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C-CHRONEMICS

Chronemics is the study of the use of time in nonverbal communication. The way we

perceive time, structure our time and react to time is a powerful communication tool,

and helps set the stage for the communication process. Across cultures, time

perception plays a large role in the nonverbal communication process. Time

perceptions include punctuality, willingness to wait, and interactions. The use of time

can affect lifestyles, daily agendas, speed of speech, movements and how longpeople are willing to listen.

Time can also be used as an indicator of status. For example, in most companies the

boss can interrupt progress to hold an impromptu meeting in the middle of the work

day, yet the average worker would have to make an appointment to see the boss.

The way different cultures perceive time can influence communication as well. For

example, most Europeans will schedule a meeting for a specific time, such as 2:15p.m., and expect all involved parties to be punctual.

In many cultures in Africa and Latin America, however, they may set a time to meet

"sometime in the afternoon" and on occasions the schedule may be broken, changed

or deadline not met.


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T- TACTILICS/HAPTICS Haptic communication is the means by which people and other animals

communicate via touching. Touch is an extremely important sense for

humans; as well as providing information about surfaces and textures.

It is a component of nonverbal communication in interpersonal relationships,

and vital in conveying physical intimacy.

Touch is the earliest sense to develop in the fetus. The development of an

infant's haptic senses and how it relates to the development of the other

senses such as vision has been the target of much research. Human babies

have been observed to have enormous difficulty surviving if they do not

possess a sense of touch, even if they retain sight and hearing. Babies whocan perceive through touch, even without sight and hearing, tend to fare

much better.


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T- TACTILICS/HAPTICS Touch can be thought of as a basic sense in that most life forms have a

response to being touched, while only a subset have sight and hearing.

Touching is treated differently from one country to another. Socially

acceptable levels of touching varies from one culture to another. In the Thai

culture, touching someone's head may be thought rude. Remland and Jones(1995) studied groups of people communicating and found that in England

(8%), France (5%) and the Netherlands (4%) touching was rare compared

to their Italian (14%) and Greek (12.5%) sample.

Striking, pushing, pulling, pinching, kicking, strangling and hand-to-hand

fighting are forms of touch in the context of physical abuse. In a sentencelike "I never touched him/her" or "Don't you dare to touch him/her" the term

touch may be meant as euphemism for either physical abuse or sexual

touching.


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T- TACTILICS/HAPTICS The word touch has many other metaphorical uses. One can be emotionally touched,

referring to an action or object that evokes an emotional response. To say "I was

touched by your letter implies the reader felt a strong emotion when reading

it. It usually does not include anger, disgust or other forms of emotional rejection

unless used in a sarcastic manner.

Stoeltje (2003) wrote about how Americans are losing touch with this important

communication skill. During a study conduced by University of Miami School of

Medicine, Touch Research Institutes, American children were said to be more

aggressive than their French counterparts while playing at a playground. It was

noted that French women touched their children more often than the American

parents.


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AngerExpression.


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p

A. Lowered eyebrows, that arepulled together toform wrinkles in the skinof the foreheadtensed and straightened

lower eyelids, andtension in lips and mouthcharacterize the angerexpression. The boyabove has pressed lipswith a slight pushing up

of the chin.

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NATURAL- LOOKING SURPRISE EXPRESSION


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U OO G SU S SS O

Disregarding the gum,this image shows a natural-looking surprise expression.The eyebrows are slightlyraised straight up, making

faint horizontal wrinkles onthe forehead, the uppereyelid is raised slightly, themouth is opened by the jawdrop, and the lips arerelaxed.

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DISGUST EXPRESSION:


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This portrayal captures theessential actions of onekind of disgust expression:a wrinkled nose with theeyebrows pulled down andthe upper lip drawn up, thelower eyelid is tensed andthe eye opening narrowed.

The pressing of the lips andraising of the upper eyelidsare relevant to an angerexpression; whereas themouth would be open andthe upper eyelids relaxedin the typical disgustexpression. Her turn of the

head to the left is consistentwith a disgust expression, andwith avoiding something

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SAD EXPRESSION


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The crying baby faceshows elements of thesad expression: narrowedeyes and raised cheeks,eyebrows pulled

together, lip cornerspulled down, chin bosspushed up, but alsoincludes lateral lipstretching and has noraising of the eyebrows in

the center of the forehead

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HAPPY EMOTION


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From infancy to old age,

smiling is a stable indicator

of a happy emotion in the

images . Each happy

expression shows signs

of actual joy.

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Which way is the bus below travelling ?

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Which way is the bus below travelling ?To the left or to the right?

. Can't make up your mind?

Look carefully at the picture again.

Still don't know?


Primary school children were shown this picture and asked the

same question.

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90% of them gave this answer:

"The bus is travelling to the right.."

When asked, "Why do you think the bus is travelling to the

right?"

They answered:

"Because you can't see the door to get on the bus."




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THANK YOU

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Communication 1 - Intro Culture Non Verbal

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Transcript of Communication 1 - Intro Culture Non Verbal