Unit 2
Unit 2
Unit 2
Structure
2.0 Objectives
2.1 Introduction
2.2 Verbal Communication
2.2.1 Oral Communication
2.2.2 Written Communication
2.2.3 Visual and Audio Visual Communication
2.2.4 Silence
2.3 Non Verbal Communication
2.3.1 Body Language (Kinesics)
2.3.2 Facial Expressions
2.3.3 Posture
2.3.4 Gestures
2.3.5 Touch (Haptics)
2.3.6 Proxemics
2.0 OBJECTIVES
2.1 INTRODUCTION
In verbal communication words of a particular language are used for passing the message.
For example, while teaching in a class teacher speaks, writes on the blackboard or some
time,, he/she may use audio/visual aids, such as the power-point to explain/emphasise certain
points. All these modes come under the category of verbal communication. Thus, verbal
communication is of four types.
• Oral communication
• Written communication
• Visual and Audio visual communication
• Silence
In this mode, communication is done through spoken words. It may be face-to-face talk,
telephonic talk, video-chat, television, radio or chat over internet, such as Skype or
Whatsapp. Personal traits such as clarity of pronunciation, pitch, slang, volume, speed, etc.
influence this mode of conversation. It is an effective form of communication.
For example, when the teacher teaches in the class, it is a face-to-face communication.
During Covid-19 pandemic, classes were held online using Zoom, Google meet or Microsoft
Team platforms. It is also face-to-face verbal communication as the teacher and students
could see each other although they were not present in the class bodily. When two persons
talk on Skype or Whatsapp, they communicate face-to-face verbally. In telephonic talk, the
communication is verbal although it is not face-to-face as they cannot see each other.
There are certain advantages of oral communication mode which are stated below:
• High level of transparency and understanding
• Quick feedback
• Flexibility
• Time and other resources saving
• Helpful for teamwork
• Best for confidential exchange of information
• Quick resolution of disputes
• Receptive and encouraging
• Facial expressions and body language visible
Disadvantages of Oral Communication
But at the same time, there are some disadvantages also of oral communication mode which
are stated below:
• Informal and no proof of decision, if any
• Poor personal traits, such as stammering, weaker command on language, slang, non-
coherence visible
• Less authentic
• May consume long time in meetings
• Requires great attentiveness and receptivity
• No legal standing
1. Speak in a clear, confident strong voice: one should speak in a confident, clear and
strong voice so that it is audible to everyone in the audience. Keep the pace of your
speaking average, not very slow not very fast. While speaking, face the audience.
2. Be coherent: One should speak coherently with concentration on your subject only.
Try not to be distracted from your subject, try to prevent other thoughts at that time.
3. Avoid using filler words: It is better to pause for a second rather than using filler
words, such “Yeah”, “So”, “Um”, “Like” frequent use of filler words disturb
coherence and distract audience.
The following are the essential factors that one should follow to be effective in oral
communication:
In this method, communication is written in words or symbols and is transmitted via e-mail,
letter, memo, etc. In recent years, many social media platforms based on Internet are
available, where written communication is posted. This mode of transmission is meant for
mass circulation, instead for an individual written communication is most commonly used in
business and its contents, vocabulary, style, precision and clarity are very important
achieving its objective.
2. Completeness: The writer needs to check the completeness of the message. He should
verify whether all questions are answered in the message or not.
3. Conciseness: Brevity is very important for effective writing. The writer should include
only relevant facts and avoid repetitions.
4. Consideration: This principle advocates that the writer should convey respect to the
reader in his writing. It is always better to emphasize positive and pleasant facts. The
writings should reflect the integrity of the writer.
6. Correctness: According to this principle, the writer should give correct facts in the
message. The message should be sent to the reader at the right time and in the correct
style.
Written communication is accurate and serves as a permanent record. One can reach a large
number of people through this media simultaneously. You can also fix responsibility to the
people though this communication. However, written communication is much time
consuming and more expensive when compared to oral communication.
It has been pointed out above that written or oral communication alone has certain limitations
which may create poor impression on the recipient and the desired result is not achieved. In
order to overcome this difficulty, many business organization now use various visual aids,
such as pictures, progress charts, maps, graphs, etc. These communication pictures in aid to
the oral presentation can create powerful impression, as a proverb goes, “A picture is worth a
thousand words”. Sometimes, presentation of statistics in words alone is not sufficient to
create the desired impact. For example, in a meeting of the company directors, CEO wants to
emphasise that sales of the company products increased four times over this time last year,
his words alone may not get the desired attention. But he/she also displays a bar graph
depicting growth in sales figures, it will have dramatic effect on the audience.
Figure 2.1: Use of Bar graph in Aid of Spoken Words
But in such presentation, care should be taken that there is no contradiction between words
and the picture.
There are certain advantages of visual and audio visual communication mode which are
discussed below:
Besides advantages, there are some disadvantages also which are described below:
• More expensive: Preparation of designs, graphs, etc. involves higher expenses
because it requires special software and skilled persons.
• Time consuming: The process of preparing visual presentation requires more
time.
• Some times more complex: Presentation of complex data through graphs and
bar diagrams may make the presentation cumbersome. As a result, it may be
difficult for the audience to understand.
• Infrastructural problems: Many institutions and organizations may not have
adequate facilities for an effective presentation of video communication. Due
to lack of facilities, it may not be possible to prepare high quality of audio-
visual aids.
2.2.4 Silence
Although it may look odd, silence is also a mode of communication. It is defined as a way of
communication without words, sign of signals. Apparently, this mode of communication
may appear to be without any action, but in fact, it is not necessarily inaction. It can mean a
person is anxious or fearful of speaking. Silence may be an indication of agreement, dissent,
anger or frustration. Sometimes, silence is rather a golden way of communication, because it
may save yourself from embarrassment or losing your job. For example, your boss expresses
his opinion about a certain event to which you do not agree. If you contradict him, he may
feel offended. Under such a situation, silence is the best way of communication. In day-to-
day happenings, you come across many such situations, when it is better to keep silence.
• Saves from embarrassment: As mentioned above, silence sometimes may save from
embarrassment. For example, if you do not agree with the opinion of your boss, it is
better to keep silence rather than contradicting him/her.
• Self-control: Silence may be a sign of self-control when somebody talks in an
offending language.
• Attracts appreciation: Silence may be appreciated by the people under provocative
circumstances.
• Gives time to think: When faced with a challenge, silence gives the time to think
about the possible response.
• Sometimes more effective: Abraham Lincoln remarked, “The more a man speaks,
the less he is understood”. Therefore, as a manager, you should understand the
language of silence.
• May be misunderstood as shyness: People may get the impression that you are a shy
person.
• May infer as lack of confidence: People may think that you do not have confidence.
• People may bully: By considering silence as a sign of weakness, people may bully.
• May be misunderstood as sign of intrigue: Silence may be taken as a sign of
intrigue, because it is difficult to judge about a person who keeps silence. You are
required to interpret the language of silence.
The communication without using words, such as gesture, body language, facial expression is
called non-verbal communication. Often non-verbal expression supplement the verbal
communication, but it may be the only one as mentioned earlier, while giving a speech in a
rally, leader often uses gestures, to emphasise certain points. But the teacher may allow a
student to enter the class simply by gesture. Non-verbal communication is of the following
types:
Tired Sorry
Please Listen
Face is the most expressive part of the body. The types of facial expressions distinctly reveal
happiness, sadness, fear and anger (Fig. 2.3).
Source: Discover Magazine
The expressions and their meaning are almost universal across cultures. You can see all these
expressions on the face of a body on different occasions. From the facial expressions of a
speaker, it is possible to infer whether he is confident, excited, angry, shy, confused or tired.
A slack face of the speaker may indicate that he is not comfortable with his speech.
2.3.3 Posture
Posture is the way a person stands or sits. The posture of a person while speaking indicates
his mental state (relaxed, confident, attentive or impatient). A lot can be inferred about the
social standing of a person by observing his/her posture.
An open posture displays friendliness, warmth, and positivity. In open posture, one sits
straight, feel spread wide open and palm facing outwards. A relaxed facial expression with
good eye contact shows receptivity. On the other hand, a closed posture displays boredom,
indifference and negativity. In this posture, one sites in a hunched forward position with
crossing legs, showing the back of the hands with clinched hands.
In a confident posture, one walks straight with full height, holding head high, keeping gaze at
eye level and pulling shoulders back with relaxed legs and arms. A confident posture is a
sign of authority and leadership. Hunched shoulders with incoherent walking indicate lack of
confidence and low self-esteem. Some postures are shown in Fig. 2.4.
Source: freepik.com
2.3.4 Gestures
Gesture is another non-verbal communication in which bodily parts of the body particularly
hands and face, move to communicate message, either in place of, or in conjunction with
speech. There are three main types of gestures: adaptors, emblems, and illustrators. Adaptors
are touching behaviour and movement that can be targeted towards the self, objects or others.
In general it results from anxiety or uneasiness. Emblems are gestures that serve the name
purpose as a word.
A hitchhiker’s raised thumb, or the “Ok” sign with thump and index figure making a circle
with other three figures sticking up are the examples of emblems.
Illustrators are the gestures to indicate the size or shape of an object. Illustrators are used
subconsciously and are largely involuntary. Another example of illustrators is to make
gestures while speaking on telephone although the other person is not seen.
Haptics is the notion of interaction through touch. The non-verbal form of communication,
touch, carries ethical and moral implications in educational practice (Simons 2014). A pat by
the teacher on the back of the student is a sign of encouragement and it is many times more
powerful that a verbal communication. Geng (2011) emphasises that touch can be an
effective tool in order to control students with attention deficit hyperactivity disorder. Haptics
is the study of the non-verbal communication that is transmitted via the sense of touch.
Touch may be of several types, such as functional, professional, social-polite, friendship-
warmth, etc. At the functional-professional level, touch is related to a goal meaning some
specific action. But at the social level, socially sanctioned touching behaviour helps initiate
interactions. For example, a handshake is a sign of welcome with warmth, but a prolonged
handshake may be inappropriate. A pat on the shoulder or back of a junior colleague is a sign
of congratulations or encouragement. Thus, touch may have different connotations on
different occasions and between people from different backgrounds.
2.3.6 Proxemics
It refers to the study of human space and distance in communication. While taking to an
unknown person, we keep a safe distance and if come closer, we feel uncomfortable. But
while conversing with a friend, this space, shrinks. Thus, there are different space depending
on the relationship between the persons communicating. In general, there are four types of
space people use while communicating.
(i) Public Space (12 Feet or more): This is the least personal of the four zones, and is
typically used when a person is delivering a formal speech. A powerful or high-
profile person, such as CEO of a company maintains this distance.
(ii) Social Space (4-12 Feet): It extends from 4 feet to 12 feet away from the body. This
distance is optimum for professional or social conversation, but not for the personal or
intimate communication. Normally while conducting Board’s meetings, this space is
maintained, because it reduces the possibility of any impropriety. In fact, in the
classrooms, this space is maintained which provides better chances of the interaction
of students with the teacher. After the class, students interact with the teacher
standing four to five feet away, keeping them in the other part of the social zone,
typical for professional interactions. However for discussing some personal problem,
student may come in the inner part of the social zone of the teacher.
(iii) Personal Space (1.5 – 4 Feet): This is also known as “Personal Space Bubble”. It
starts from the body and extends to four feet. This is the zone for communicating
with friends and close acquaintances. Although two persons talking to each other are
quite close, still they talk friendly but not intimately. This is the reason why even
friends feel uncomfortable if they spend too much time in this zone. In fact, this zone
is divided into two subzones. The outer personal zone extending from 2.5 to 4 feet is
useful for private conversations. With the people who are not interpersonal close.
Professional private conversations usually take place in this zone. The inner-personal
zone extends from 1.5 to 2.5 feet and is reserved for the people who are
interpersonally close or are trying to be close. In this subzone, people can touch other
while talking displaying their closeness.
If people come closer than 1.5 feet, they enter intimate zone. This zone is reserved
for closest friends, family and intimate partners. A breach of this space can be
comforting in same context, but may be annoying and frightening in others.
2.3.7 Appearance and Artifacts
In non-verbal communication appearance also plays an important role, because the first
impression on the other person created by how one looks. Appearance has two components:
physical characteristics and the artifacts i.e. how the body is covered on adorned. Factors,
such as height, physique, shape, weight, etc. contribute to making the physical appearance
attractive or otherwise. Although to some extent, one does not have control over these
aspects, research shows that an attractive personality has distinct advantage in initiating a
communication. Natural physical disadvantage can be some extent overcome by covering the
body with attractive clothes and other artifacts, such as jewellery, visible body art, hair style
and other political, social and cultural symbols. According to a research, these changes may
induce others to get involved in communication.
2.3.8 Paralanguage
Any non-verbal action that supports words is called paralanguage, which is also known as
vocalic. According to a study, up to 90 per cent of communication is nonverbal. Getting
one's message across is made easier through voice inflection, facial expression and body
gestures.
The Scottish academic David Abercrombie commented that while we speak with our vocal
organs, we converse with our entire bodies. Linguistic scholars have concluded that
communication goes far beyond the words we speak and into the realm of inferred messages
and vocal qualifiers. "The boundaries of paralanguage," says Peter Matthews, "are
(unavoidably) imprecise."
David Abercrombie remarked, "We speak with our vocal organs, but we converse with our
entire bodies. ... Paralinguistic phenomena occur alongside spoken language, interact with it,
and produce together with it a total system of communication. . . . The study of paralinguistic
behavior is part of the study of conversation: the conversational use of spoken language
cannot be properly understood unless paralinguistic elements are taken into account."
Owen Hargie, Christine Saunders, and David Dickson commented, "Paralinguistics is
commonly referred to as that which is left after subtracting the verbal content from speech.
The simple cliche, language is what is said, paralanguage is how it is said, can be misleading
because frequently how something is said determines the precise meaning of what is said."
For example, while speaking, we may change our tone, accent, pitch, whisper or shout,
emphasise certain words. All this comes under paralanguage. Thus paralanguage refers to the
non-verbal elements of communication made advertently or inadvertently while speaking.
Not all cultures interpret these nonverbal cues the same way, which can cause confusion
when people of different backgrounds are trying to communicate.
For example in India, speaking loudly conveys authority and speaking softly conveys
submission. But on the other hand, Indians are often perceived as brash for their loudness by
Europeans. In India also, people of different regions speak with different pitch.
You have learnt the verbal and non-verbal communications. Let us now learn how the non-
verbal communication can be improved.
It is not only what you say that is important, but it is how you say it that can make the
difference to the recipients. Nonverbal messages are an essential component of
communication in the communication process.
One should be aware of nonverbal behaviour in the communication process for three major
reasons:
• An awareness of nonverbal behaviour will allow you to become better receiver of
messages.
For example in U.S.A., one expresses his/her appreciation by showing thumb upward,
whereas in India, it is used to request for a lift.
• You will become a better sender of signals that reinforce your idea of communication
or intention of communication.
For example, these days, emojis have become very popular while responding to the
messages on Whatsapp, e-mail, etc.
• This mode of communication increases the degree of the perceived psychological
closeness between yourself and receiver.
For example, sometimes an emoji conveys your response to a message better than
words.
Bovee, Thill and Schatzmen have suggested the following to improve non verbal
communication skills.
1. What is haptics?
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2. Give an example when silence may be a preferred way of communication.
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3. Define paralanguage.
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4. What is difference between silence and non-verbal communication?
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5. Fill in the blanks.
Any non-verbal action that supports speech is called paralanguage also known as vocalic.
Linguistic scholars have concluded that communication goes far beyond the words we speak
and into the realm of inferred messages and vocal qualifiers. Not all cultures interpret these
nonverbal cues the same way, which can cause confusion when people of different
backgrounds are trying to communicate.
Precision: Accuracy
A 5 (i) Kinesics, (ii) happiness, sadness, fear, anger (iii) straight, high, eye,
and back, (iv) touch (v) 1.5 to 4.5 feet
3. How does silence facilitate verbal communication? Explain some situations when
silence is the golden way of communication?
4. Discuss proxemics. Explain different types of space with the help of suitable
examples.