Topic 6

Verbal Communication
• By the end of this topic, you should be able to:
• 1. Explain the importance of verbal communication in the communication
process;
• 2. Describe types of verbal communication and their differences;
• 3. Evaluate how language influences the effectiveness of verbal
communication; and
• 4. Identify barriers in establishing effective verbal communication.
 INTRODUCTION
• This topic delves into another important aspect in determining
effective communication. The aspect meant here is verbal and non-
verbal communication, its effect on human relations and interactions
with the environment. Discussions on verbal communication would
be incomplete without consideration of the language aspect as a code
in the message delivered. Verbal communication involves culture,
g e n d e r a n d l a n g u a g e t h a t i s s u i t a b l e fo r t h e c o n t e x t o f
communication.
• INTRODUCTION TO VERBAL AND NONVERBAL COMMUNICATION
• Verbal communication refers to spoken communication while non-verbal communication is observed through
messages from gestures and actions shown. For example, Armand expresses his intention to meet his friends on
Saturday night by asking permission from his parents to use his motherÊs car. The communication that happens
here is verbal communication. Sometimes, it is difficult to discuss verbal and non-verbal communication
separately. This is because both behaviours take place simultaneously while we are talking. For example, if
Armand writes a note to his mother about his intention, then he is using a written communication and not spoken
communication. Non-verbal communication happens when his mother shows her emotions through facial
expressions such as smiling or frowning. Her expressions will indicate whether or not she agrees to his request.
However, the message is delivered in the form of non-linguistic messages. What is apparent here is that there are
meanings given and messages delivered by two interacting individuals in the communication that has taken place.
Messages delivered can be seen in various conditions. In a speech given at a function, a person who speaks with
an unclear voice will surely make the listeners feel bored. In that scenario, the communication may not achieve its
goal. A manÊs greeting and constant glances in the direction of a young lady whom he has just met may indicate
that he is interested in her. An e-mail may not be fully understood by the receiver if it was written in confusing
language. An SMS with many abbreviations may be misinterpreted by the receiver. In face-to-face relationships,
verbal and non-verbal cues often take place. Nonverbal cues have a big influence on the first impression towards
a condition. In most situations, non-verbal perceptions may be more accepted. This happens when an individual
evaluates interpersonal style, leadership credibility or feedback by taking into consideration the interpretation
based on emotion and behaviour. Actually, verbal and non-verbal communication are two patterns of
communication that we often practise in the context of face-to-face communication or otherwise. Both types of
communication are closely related to each other. Verbal communication happens in the spoken and written forms.
However, both should be viewed from different perspectives. At a discussion, communication by a speaker will be
interactive. Communication happens in a transactional way. Information exchange and message delivery are
viewed through feedback between the two sides. In personal relationships, the selection and usage of language
may be natural. The condition would be different for a speech in a formal group where language is emphasised.
However, feedback received from the audience may enable a speaker to change strategies so that the audience
can better receive or understand his speech. In written verbal communication, message acceptance may not be
ascertained. This makes it harder for the writer to select suitable words or sentences using the right grammar and
phrases so that it is easily understood by anyone who reads it.
 6.2 SYMBOL AND MEANING IN VERBAL
COMMUNICATION
• Verbal communication is communication which happens between people who emphasise on
the use of language either through writing or speaking in giving opinions or sharing meaning
with others. Verbal communication is also regarded as the best communication in the effort to
deliver a message to another person. In verbal communication, there are certain symbols or
codes that describe a situation, an individual, or an event that takes place. Usually, the
symbols referred here are in the form of letters, numbers or words that construct a language.
For example, the words „proud and „frustrated are made by combining letters to form words.
Both words describe an emotion or feeling. Each word has a particular meaning and happens
in a certain situation. The use of codes and symbols in verbal communication helps a person
in understanding, interpreting the meaning or labelling anything seen, heard or read. Among
others, a person may have the opportunity to make an evaluation or assumption in the
communication process. The language we use every day is a code of communication. If A
speaks English with B who is Chinese educated, a problem may arise because he may or may
not understand English. This means that the codes used are not similar and the
communication between them becomes difficult. BÊs facial expressions will indicate whether
or not the message was received.
• Symbols have no relation with what is described intrinsically. In fact, it changes with
time. It is abstract and vague (Wood, 2001). Symbols are widely used. All road users
understand red, green and yellow colours on traffic lights wherever they are. Today,
computer icons such as print, close, copy and paste are understood because they
explain certain instructions to computer users. Emoticons were created in online
communication for universal understanding. Similar to WWW, which is understood as
World Wide Web, FAQ is the acronym for Frequently Asked Questions and electronic
mail is better known as e-mail. Symbols may give a rather unclear meaning when
communication happens in a different cultural context. The unclear meaning of
symbols may cause misunderstanding and complicate communication. Therefore, it is
very important for a person to use clear and concrete language rather than a language
whose meaning is hard to understand or interpret. The meaning of verbal language is
different according to the context and relationship between communicators. Consider
this: Nanas close friend, Zizi, says to her, „Dont try to cheat me or „Get lost!‰ The
words, although harsh, may not be taken seriously by Nana. However, if Zizi says the
same words to a new acquaintance or someone who is not a close friend, it would have
a different effect.
 FUNCTIONS OF VERBAL COMMUNICATION
• Verbal communication has been used for the purposes of persuading or changing a persons view towards
something according to what is wanted since Aristotles era. To the communicator (source), it is essential to be
eloquent and fluent in the way or style of speech in front of the audience. This is known as rhetoric. Verbal
speech uses language to influence the communication process because language has the following functions:
• (a) Explain the implicit and explicit meaning of messages;
• (b) Assist in mastering the reality of communication that happens;
• (c) Enable the process of thinking, interpreting and selecting;
• (d) Establish or avoid the establishment of relationship through communication;
• (e) Form an individual identity or social identity;
• (f) Assist in searching and sharing information;
• (g) Adapt to the situation in various contexts of communication; and
• (h) Monitor an effective communication process. In discussing something by speaking, the use of sound and
meaning can be interpreted separately. This can be evaluated during delivery. For example, „I disagree with your
opinion. In terms of words, we will assume that the person is protesting against another persons opinion.
However, if we listen to his speech carefully, we will understand the message that he actually intended to deliver.
If his speech is delivered with a harsh tone together with certain gestures, we might be able to reveal the actual
implicit message in the speech. By using language, we are also able to create the situation that we desire. The
situation may be a happy one or otherwise. With language, we are also able to deceive others. Language also
contains words that test a personÊs mind. In addition, it encourages us to think rationally and logically. Language
has unique and specific meanings according to what we want to say. The language used while communicating
enables a person to change the sentence structure according to his needs and desires.
 6.4 THE ASPECTS OF SYNTAX, SEMANTICS AND
PRAGMATICS IN LANGUAGE
• There are various views on the significance of language in communication. The simplest explanation is
that language was created to clarify concepts that are complex and abstract. Language is also used to
deceive or influence a person. The language used should be understood in order to facilitate
communication in personal life. How a language is used and understood by the receiver will influence
relationships and friendships. Three main aspects which contribute to verbal and non-verbal
communication are syntax, semantics and pragmatics.
• 6.4.1 Syntax Syntax is the study of language which relates to the arrangement or sequence of words
used to interact. It refers to the rules or system that must be followed in use of a language. Grammar
gives meaning to a language. For example, if the sentence, „Let us go for a walk, it is reversed into „Walk
a for go us let, we certainly would not understand it because it is confusing.
• 6.4.2 Semantics Semantics is the sharing of meaning. Semantics refers to the link between a word and
certain feelings, ideas and context. Meaning can be seen in two forms i.e. denotative meaning and
connotative meaning.
• (a) Denotative is a word that has concrete meaning and can be seen, found or referred to in a dictionary.
These meanings are generally accepted.
• (b) Connotative meaning is abstract and refers to meaning that is quite distinctive. Sometimes,
connotative meaning is disguised or implies certain emotions, feelings or experiences. Therefore, a
word that has a connotative aspect often raises problems due to the presence of elements that involve
emotions and feelings. This is seen in several examples such as „freedom „eliminate and „human rights.
Such words are commonly used in street protests or demonstrations. Slangs used by particular group
also have connotative aspects.
• 6.4.3 Pragmatics Pragmatics refers to how language is used to interact. It
surpasses the arrangement of words (grammar) and the meaning of words. Its
focus is on how to use sentences while communicating. The pragmatic aspect of
language is also known as speech act. What is the importance of the pragmatics
aspect? It involves the use of a sentence, word and language at appropriate
places for certain purposes such as questioning, praising, threatening, etc.
• (a) Cultural Background Communication between individuals takes place based on norms that
have been established by a community or group. This is because the culture or situation is
sometimes different. For example, the way we speak with children and the way we
communicate with peers are different. The same goes for communication with ones spouse
and colleagues.
• (b) Image Highlighting oneself in a group that is interacting with each other is considered
important. This is so that the person is comfortable in terms of idea presentation or acceptance.
• (c) Relationship There is a difference in the language used between an individual and another.
For example, pity or love is expressed differently between new and old acquaintances, brothers,
parents, friends, lovers and spouses.
• (d) Situation Different places require us to use different ways of communicating. For example,
communication in the office, at a birthday party, among politicians, in the prayer hall, at
functions, at funeral, etc. Different events require different ways of speech so that the
communication is appropriate for each the situation.
• (e) Speech Act This refers to the purpose of communication and how to persuade, praise,
express pity or anger towards a person or something.
• (f) Context and Content What is spoken differs between one person and another. Artists
involved in films and theatre are different from philosophers, psychologists, doctors and
corporate figures. Evidently, there are various levels of communication content for different
groups of people.
 6.5 IMPROVING THE EFFECTIVENESS OF A
MESSAGE
• Using language in communication includes the semantic, synthesis and
pragmatic aspects. Although all three of them are equally important, good
communicators often focus on the pragmatic factor. This is because the
pragmatic aspect represents our skills in using a sentence. To what extent the
pragmatic level exists depends on experience, sensitivity and training acquired.
Besides that, the context of communication must also be emphasised because a
person may speak or communicate verbally or non-verbally in the same style of
language in every situation. Another important aspect in verbal and non-verbal
communication is the rhetoric skill in language and creating phrases and
paraphrases that are suitable to the context of communication. A high semantic
skill enables us to shape and deliver ideas and new understanding from
contextual and conceptual aspects of a message.
 6.6 FUNCTIONS OF LANGUAGE
• You may have heard the Malay proverb, „Yang baik itu budi, yang indah itu bahasa (The good is in good deeds, the beauty is
in language). What is its relation to verbal communication? Language is often regarded as neutral and would not raise
problems in communication. Language is used in activities such as exchanging opinions, watching television, listening to the
radio, studying, reading the newspaper or sending and receiving messages through e-mail. Language may bring peace to a
country by solving conflicts or may cause a country to go to war. Language is often regarded as inconsequential and
unimportant although sometimes it is able to influence the mind and feelings, which would consequently influence a
persons actions. Language is an important tool of communication. Without language, it is very difficult to carry out our daily
activities. Language is a system or sign, proof or symbol that describes feelings, ideas and intention. Language also asserts
the essence of thought especially in communication, either verbal or non-verbal. Language involves syntax, grammar, words,
sounds and meaning. Through correct language, a message can be understood and delivered to receivers. A person who
masters a language has an advantage over others.
• Effective communication can be achieved through good language with clarity in meaning. In other words, without language,
both verbal and non-verbal communication may not have any meaning whatsoever. In general, language used in
communication between people has the following functions: (a) Getting and Sharing Information Language is essential for
the information exchange process. It enables a person to form categories and interpret the situations happening in the
surroundings. Also, through language, information may be acquired by explaining, depicting, stating and showing
information which has been acquired and delivered to another person. Sharing of information through language is very
essential. Here lies the proof of the importance of language in communication. Language that is understood enables
effective communication. (b) Lightening the Situation In a tense situation, language is used to lighten the atmosphere, such
as chit-chat, writing a letter, talking or speaking. By interacting, we are able to change a situation while improving self-
confidence. (c) Controlling and Expressing Emotion Language is used to express feelings. A person experiencing stress may
express his feelings by shouting loudly or sharing his problems by praying, writing or narrating the events to reduce stress. (d)
Delivering Implicit and Explicit Meanings Your deepest feelings can be shown clearly using good language and a clear voice.
At the same time, the use of paralanguage can obscure the real meaning of a sentence or truth. The use of such language
usually has certain objectives such as avoiding from hurting the feelings of any party who is communicating.
• (e) Making a Relation Closer or Wider A language that sounds friendly or has an
amiable tone may help people to establish relationships. If we like a person, we
would call to ask about his well-being, send an e-mail or chat to make the
relationship closer and to interact with one another. However, if a person is not
liked, people would try to avoid speaking to him.
• (f) Shaping Self-image and Identity Courtesy in language reflects a persons self-
identity. We are able to know a persons character by looking at how he
communicates and uses a language.
• (g) Controlling Behaviour or Condition A language can influence, create rules,
persuade or control perceptions or acceptance by others. In most circumstances,
language influences condition. Messages in language are interpreted in various
contexts of the receivers. Language may also sometimes cause conflicts when it is
misinterpreted.
• (h) Monitoring the Communication Process Language enables us to discuss what
is said by others on certain topics and at the same time controls the meaning of
what we intend to say. Language also becomes the medium for an effective
communication process and for controlling the communication process.
 6.7 EFFECTIVE VERBAL COMMUNICATION
• In communicating activities, we would definitely want the audience to receive what we
say. However, various barriers may appear in the process of delivering a message to a
receiver. There are various factors contributing to the effectiveness of verbal
communication. To ensure effective verbal communication, several aspects must be
taken into account: (a) Ensure that the symbols and language used give exact, suitable
and clear meaning so that these are easily understood. This is because both symbols
and language carry different meanings in different cultural contexts and situations.
Differences in culture and life experience give rise to diverse interpretations and
perceptions among people. Although it is difficult for a person to avoid
misunderstandings from arising in verbal communication, the use of good language will
help minimise confusion.
• The appropriateness of the language in communication should be taken into account
because certain situations require the use of certain language. Speaking with the
president of an international company or in a public speech requires formal language
compared to talking in a coffee shop with old friends from the same village.
Interpersonal communication usually happens informally. Messages through language
inserted with humour make verbal communication more attractive compared to
serious conversations. Messages that have a strong impact may leave a long-term
effect in the memory of the receivers.
• (b) The validity of source can be defined as the acceptance of the truth of a
communication source in an established communication situation. In the context of
speech, for example, the expertise of information source enhances the validity of
information. In a public speech or lecture, a valid source is important to the audience.
If the audience asks a question that the speaker cannot answer, the audience will have
doubts about the credibility of the speaker. Although being able to speak in front of the
audience, the expertise of source may not be able to ensure the effectiveness of the
message delivered. The source must be reliable to the audience. The perception of
„acceptable and reliable depends on the extent to which the source is regarded as not
having any hidden intention. A marketing agent promoting a product is considered
unreliable if the promotion he is presenting is illogical, unacceptable or regarded as too
forceful. The same can be said about politics. A party candidate would lose public trust
if he has a reputation for making false promises or is exposed as having an extramarital
affair. The extent to which a person effectively presents himself may help him to
control his audience. A dynamic communicator is able to deliver his messages
confidently, spiritedly, loudly, firmly and directly. Charisma is one of the factors which
can contribute to the effectiveness of communication. Charisma is not related to the
appearance or physical characteristics of a communicator. Rather, it relates to his
speech capability, background or ideology. A communicator who is capable of
influencing his audience will have a smooth communication process and the audiences
full attention.
 6.8 BARRIERS IN VERBAL COMMUNICATION
• There are many barriers that make verbal communication less effective. The language used may be
misunderstood, resulting in communication conflicts that are difficult to contain. Several reasons that hinder
verbal communication include:
• (a) Acceptance or Assumption that Language Has Just One Particular Meaning Difficulty in understanding
language or misunderstanding meaning may render communication less effective. In communication, a person
should be sensitive to the message receiver. He should study the context where verbal communication is used so
that the meaning is understood, received and interpreted as conveyed.
• (b) Different Cultures Language in verbal communication gives a different message in different cultures. A non-
generic language is only understood by certain people. In the United States in low-context culture, what is
spoken becomes the purpose it is communicated and is exactly what is meant by the communicator. The
approach and meaning are clear. Furthermore, there is no implicit interpretation whatsoever behind a message.
It is different with high-context culture where the opposite situation takes place. In high-context culture, what is
communicated is interpreted according to the context of practice. In the context of culture, what happens in
communication takes into account implicit feelings and perceptions. Although the language of a race could be
understood and applied, failure to adapt the language to ethnic cultural practices may raise problems in verbal
communication. Communicating with an aged person such as oneÊs aunt, elder sister, grandfather or
grandmother also needs the use of suitable language. Thus, many factors must be taken into account in verbal
communication in the context of cultural differences. Failure to understand or adapt communication to cultural
practices often lead to misunderstanding.
• (c) Failure to Take into Account Individual Differences Differences between individuals can be seen from their
personal background, race, ethnicity, cultural practices and gender. Many studies have identified differences
between males and females. However, there are gender stereotypes which become barriers in verbal
communication.