Communication 1 - Intro Culture Non Verbal

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COMMUNICATION
Communication Defined
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Communication is defined as the interchange of thoughts or 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 workable understanding and agreement between the sender and receiver of a message - George Vardman (Effective Communication of Ideas)
Business Communication Defined

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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.
Internal and External Communication

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Business Communication encompasses a huge body of knowledge both internal and external for any business.
Internal communication includes communication of corporate vision, strategies, plans, corporate culture, shared values and guiding principles, employee motivation, cross pollination of ideas etc
External communication includes branding, marketing, advertising, customer relations, public relations, media relations, business negotiations, etc. Whatever form it takes, the objective remains the same to create a business value
Purpose of communication
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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 often misinterpreted by the recipient. When not detected, it can cause tremendous confusion, wasted effort and missed opportunity.
Role of Communication
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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.
Communication-importance
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Poor communication is probably the most frequently cited 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.
Communication - importance
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No individual, group or organization can exist without communication: the transfer of meaning among its members. Communication must include both the transfer and the understanding 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.
Functions of Communication
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Communication
The transference and the understanding of meaning.
Communication Functions
1. 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.

Elements of the Communication Process

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The sender Encoding The message The channel Decoding
The receiver Noise

Feedback
The Communication Process Model

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Communication Process
The steps between a source and a receiver that result in the transference and understanding of meaning.
The Communication Process

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Channel
The medium selected by the sender through which the message travels to the receiver. Formal Channels Are established by the organization and transmit messages that are related to the professional activities of members.
Types of Channels
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.
Communication process contd

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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.
Communication process contd

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Decoding Before 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 distort the clarity of the message. Eg: Perceptual problems, information overload, semantic difficulties, or cultural differences. Feed back loop how successful we have in transfering our messages as originally intended.
Communication Process - Phases

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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 Sender
who 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.

The Communication Process - Flow

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Transmission Phase
Message Encoding Medium Decoding
Sender
NOISE
Receiver (now sender)
Decoding
Medium
Encoding
Message
Feedback Phase
The Communication Process

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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.
Process of communication
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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
The Communication Process - Basic Model

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1. Sender has idea
2. Sender encodes idea in message
3. Message travels over channel
4. Receiver decodes message
Communication Process - Basic Model

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1. Sender has idea
2. Sender encodes idea in message
3. Message travels over channel
4. Receiver decodes message

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5. Feedback travels to sender

1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message

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6. Possible additional feedback to receiver


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6. Possible additional feedback to receiver

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
message transmitter
receiver
Communication channel
Communication symbols
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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
Major Classifications
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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. is the message communicated not It through words but along with words. can be intentional or unintentional. It
Organization Communication Networks

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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 corporate hierarchy. Horizontal Communication: between employees of the same level. Informal communications can span levels and departments. Grapevine: informal network carrying unofficial information through the firm.
Organizational Communications Network

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Formal Communication Informal Communication
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 the Internet, but keep the network inside the firm. Groupware: software designed to let workers share information and improve communication.
Best for team oriented support.
Communication Skills for Managers as Senders

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Send clear and complete messages. Encode messages in symbols the receiver understands. 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.
Communication Skills for Managers as Receivers

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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.
Types of communication
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According to the direction of communication Vertical communication Lateral communication Vertical communication is again devided in to Upward communication Downward communication.
Direction of Communication
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Downward
Lateral
Upward
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
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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 about their jobs, coworkers and organization in general. Managers also rely on upward communication for ideas on how things can be improved.
Lateral communication
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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.
Interpersonal communication
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According to how group members transfer meaning between and among each other There are three basic methods Oral communication Written communication Nonverbal communication
Interpersonal Communication
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According to how group members transfer meaning between and among each other.
Oral Communication

Advantages: Speed and feedback. Disadvantage: Distortion of the message. Advantages: Tangible and verifiable.
Written Communication
Disadvantages: Time consuming and lacks feedback.

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.
Nonverbal Communication
Interpersonal communication contd

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Important for complex and lengthy communication The draw backs It is time consuming. No built in feedback mechanism.
Written communication
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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.
Oral communication
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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 number of people greater the distortion.
Organizational communication
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At the organizational level the types of communication are - Formal small group network - The grape wine - Computer aided communication - Knowledge management
Communication Networks
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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.
Three Common Formal Small-Group Networks

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E X H I B I T 103
Communication Networks in Groups & Teams

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Wheel Network
Chain Network
Circle Network
All Channel Network
Formal organizations and groups

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Can be complicated because it include hundreds of people and half a dozen or more of hierarchical levels Chain Rigidly follows the formal chain of command. We might find rigid three level organization. Wheel Relies on a central figure to act as a conduit for all the groups communication. All Channel Network permits all group members to actively communicate with each other. This is seen in practice by self managed teams, in which all group members are free to contribute no one takes a leadership role
Formal small group networks contd

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Effectiveness of each team depends on - Structure of wheel facilitates the emergence of a leader. - All channel network is best for high member satisfaction. - Chain is best if accuracy is most important. - No single network will be best for all occassions.
Grapevine
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Grapevine Characteristics
Informal,
not controlled by management.
Perceived
by most employees as being more believable and reliable than formal communications.
used to serve the self-interests of those who use it.
Largely
Grapevine contd
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Rumors
Results from:
for information about important situations
conditions that cause anxiety
Desire
Ambiguous Conditions
It is still an important source of information because 75% of employees hear about matters first through the roomers on the grapevine.
Grapevine cont - Why rumors flourish in organizations

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Secrecy and competition that prevails in large organizations around issues such as Appointment of new bosses Relocation of office Downsizing decisions Realignment of work assignments They create conditions that encourage and sustain rumors on the grapevine.
Grapevine - importance
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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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Suggestions for Reducing the Negative Consequences of Rumors

1. Explain decisions and behaviors that may appear inconsistent or secretive. 2. Emphasize the downside, as well as the upside, of current decisions and future plans. 3. Openly discuss worst-case possibilitiesit is almost never as 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.
Electronic communication
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The primary medium of communication E-mail, Text messaging Networking software Internet or web logs (blogs) Video conferencing
Computer-Aided Communication
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E-mail
Advantages:
quickly written, sent, and stored; low cost for distribution. information overload, lack of emotional content, cold and impersonal.
real time e-mail transmitted straight to the receivers desktop. can be intrusive and distracting.
Disadvantages:
Instant messaging
Advantage:
Disadvantage:
Computer-Aided Communication (contd)

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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.
E-mail
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Uses the internet and computer generated text and documents. Messages are quickly written,edited and stored. Can be distributed among a number of persons at a time with a click of a mouse. Can be read, in their entirety, at the convenience of the reciepient. Cost economic.
E-Mail drawbacks
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Misinterpreting the message Communicating negative messages Overuse of E-mail E-mail emotions Privacy concerns
Emoticons: Showing Emotion in E-Mail

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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:
E-Mail Trends
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E-mail use is growing
rapidly in large firms, and there are even 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.
Instant messaging and text messaging

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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 employees and the employees to stay in touch with
Information Richness and Media Type

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High Richness Face-to-face communication Verbal communication electronically transmitted
Impersonal written communication
Low Richness
Communication Media
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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 informal talks to workers. Reduce travel costs and meeting times.
Video Conferences: provide much of this richness.
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.

Communication Media
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Personally Addressed Written Communication: lower richness than 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.

Communication Issues
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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 their perception.
Subjective perception can lead to biases and stereotypes that hurt communication. Effective Managers avoid communicating based on a pre-set belief.
Dangers of Ineffective Communication

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Managers
spend most of their time communicating so both they and the subordinates must be effective communicators. To be effective: Select an appropriate medium for each message.
There is no one best medium.
Consider information richness: the amount of information a medium can carry.
Medium with high richness can carry much information to aid understanding.
Is there a need for a paper/electronic trail to provide documentation?

Barriers of effective communication

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Filtering Selective perception Information overload Emotion Language Communication apprehension Gender differences
Global implications
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Cross cultural barriers barriers caused by semantics - of meaning in language word connotations imply in addition to its literal meaning Tone differences Differences among perceptions
TONE OF VOICE
The tone of voice is a means by which the speaker implies his or her attitude to the message.
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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.
INTONATION
Intonation is the way that the senders pitch of voice rises and falls when speaking.
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At the same time, intonation indicates the end of an entity of information, which in written communication is shown by means of a comma, 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.
Intonations: Its the Way You Say It!

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Change your tone and you change your meaning:

Placement of the emphasis What it means
Why dont I take you to dinner tonight?

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

Instead of the guy you were going with.
Why dont I take you to dinner tonight? Why dont I take you to dinner tonight?
Why dont I take you to dinner tonight? Why dont I take you to dinner tonight? Why dont I take you to dinner tonight?
Im trying to find a reason why I shouldnt take you. Do you have a problem with me?
Instead of going on your own. Instead of lunch tomorrow. 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
A cultural guide
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1. 2.
3. 4.
4 rules Assume differences until similarity is proven Emphasize description rather than interpretation or evaluation Practice empathy Treat your interpretations as a working hypothesis.
Cultural context
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High context cultures Low context cultures
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 ?

Globalization: Cross border movement of people, goods and data brings more and more cultures into contact with one another and increases the potential of cross culture communication. Business Opportunities
Job Opportunities
Improves the contribution of employees in a diverse workforce Sharing of views and ideas
Talent improvisation An understanding of diverse market
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Case In Point : Eye Contact

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In some cultures, looking people in the eye is assumed to indicate honesty and straightforwardness; in others it is seen as challenging and rude.
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 PREPARED FOR CHRIST - PROF SURAJIT little as disrespectful.
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.
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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 oral discourse.
Body gestures are always perceived interpreted together with facial expressions.
and
Gestures
A motion of the hands, head or body to emphasize an idea or emotion.
How can a Gestures distort the message..
Perfect! OK!
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Zero! Worthless!
Rubbish!
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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Gestures Around the World
Western- Do you have a telephone ? Brazil - Cuckold (Your wife is cheating to you) USA - Sign for the Texas Long Horns
Blocks to Cultural Communication

1. Ethnocentrism : Inability to accept another culture's world
view; "my way
is the best." 2.
Discrimination : Differential treatment of an individual due to

minority status; actual and perceived; e.g., "we just aren't equipped to serve people like that."
3. Stereotyping : Generalizing about a person while ignoring presence of individual difference; e.g., "she's like that because she's Asian all Asians are nonverbal."
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Blocks to Cultural Communication

4.Cultural Blindness: Differences are ignored and one
though differences did not exist; e.g., "there's no person's culture
proceeds as need to worry about a
the majority; e.g., "we know what's best for you, if you don't like it you can go elsewhere."
5.Cultural Imposition: Belief that everyone should conform to
6.Tone Difference : Formal tone change becomes embarrassing and

off-putting in some cultures.
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Skills To Overcome Differences

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Respecting Differences and Working Together


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Skills To Overcome Differences Understanding Body Language
United States of America Americans tend to refrain from greetings that involve hugging and other close physical contact. When sitting, U.S. citizens often look very relaxed. They may sometimes sit with 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, as well 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.
Things To Remember While Interacting And Connecting With People
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Business Attire
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Selecting and Presenting Business Gifts

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 avoided China - 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
Nonverbal communication includes all unwritten and unspoken messages, both intentional and unintentional.
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NONVERBAL COMMUNICATION
Every time we verbally give a message to some one, we also impart a non verbal message. Every body movement has a meaning and no movement is accidental.
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NON VERBAL COMMUNICATION

Non-verbal communication consists of all the messages other than words that are used in communication.
In oral communication, these symbolic messages are transferred by means of intonation, tone of voice, vocally produced noises, body posture, body gestures, facial expressions or pauses
FORMS OF NONVERBAL COMMUNICATION

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Eye contact Facial expression Posture and gestures Appearance of people
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 Tone of voice Non-verbal cues Message 8% 34% 58% 100%
KOPPACT
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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 that makes itself small can signal inferiority. Copying of the other person's body shows agreement, trust and liking.
BODY POSTURE
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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.
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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 oral discourse.
Body gestures are always perceived interpreted together with facial expressions.
and
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.
FACIAL EXPRESSIONS AND EYE MOVEMENT
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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.
KOPPACT - Continued
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Facial signals When we communicate with others, we look mostly at their face. This is not a coincidence as many signals are sent with the 80-odd muscles in the face. The way the head tilts also changes the message.
The eyes are particularly important, and when communicating we first seek to make eye contact.
We then break and re-establish contact many times during the discussion.
Eyebrows and forehead also add significant signals, from surprise to fear to anger. The mouth, when not talking can be pursed, downturned or turned up in a smile.
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 nonverbal forms 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.
KOPPACT - Continued
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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 that conveys conviction is more nuanced than a pointing finger, big gestures, or the invasion of one's personal space.
KOPPACT - Continued
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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 lowbaritone 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.
KOPPACT - Continued
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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 it now!" 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 the speaker 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.
KOPPACT - Continued
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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.
KOPPACT - Continued
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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

>12 feet
: Social distance
: Public distance
Likewise the distance behind us that we feel uncomfortable if someone enters varies by 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.
KOPPACT - Continued
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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.
KOPPACT - Continued
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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 long people 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 2:15 p.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.
KOPPACT - Continued
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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 who can perceive through touch, even without sight and hearing, tend to fare much better.
KOPPACT - Continued
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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 sentence like "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.
KOPPACT - Continued
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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.
Anger Expression.
A. Lowered eyebrows, that are pulled together to form wrinkles in the skin of the forehead tensed and straightened lower eyelids, and tension in lips and mouth characterize the anger expression. The boy above has pressed lips with a slight pushing up of the chin.
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NATURAL- LOOKING SURPRISE EXPRESSION
Disregarding the gum, this image shows a naturallooking surprise expression. The eyebrows are slightly raised straight up, making faint horizontal wrinkles on the forehead, the upper eyelid is raised slightly, the mouth is opened by the jaw drop, and the lips are relaxed.
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DISGUST EXPRESSION:
This portrayal captures the essential actions of one kind of disgust expression: a wrinkled nose with the eyebrows pulled down and the upper lip drawn up, the lower eyelid is tensed and the eye opening narrowed. The pressing of the lips and raising of the upper eyelids are relevant to an anger expression; whereas the mouth would be open and the upper eyelids relaxed in the typical disgust expression. Her turn of the head to the left is consistent with a disgust expression, and with avoiding something
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SAD EXPRESSION
The crying baby face shows elements of the sad expression: narrowed eyes and raised cheeks, eyebrows pulled together, lip corners pulled down, chin boss pushed up, but also includes lateral lip stretching and has no raising of the eyebrows in the center of the forehead
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HAPPY EMOTION
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 ? 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.
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?"
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They answered: "Because you can't see the door to get on the bus."
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THANK YOU

Communication 1 - Intro Culture Non Verbal

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Business Communication Defined

organization with the objective of creating value for your business.

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Internal and External Communication

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1. Control member behavior.

4. Provide information needed to make decisions.

Elements of the Communication Process

The sender Encoding The message The channel Decoding

The receiver Noise

The Communication Process Model

The Communication Process

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Communication process contd

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Communication process contd

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Communication Process - Phases

who wants to share information.

Noise: anything harming the communication process.

The Communication Process - Flow

Receiver (now sender)

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The Communication Process

are transmitted over a medium to a receiver.

next decodes the message.

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The Communication Process - Basic Model

1. Sender has idea

2. Sender encodes idea in message

3. Message travels over channel

4. Receiver decodes message

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Communication Process - Basic Model

1. Sender has idea

2. Sender encodes idea in message

3. Message travels over channel

4. Receiver decodes message

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Communication Process - Basic Model

5. Feedback travels to sender

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Communication Process - Basic Model

5. Feedback travels to sender

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Communication Process - Basic Model

5. Feedback travels to sender

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Communication Process - Basic Model

5. Feedback travels to sender

6. Possible additional feedback to receiver

Communication Process - Basic Model

5. Feedback travels to sender

6. Possible additional feedback to receiver

Communication Process - Expanded Model

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Shannon Weaver Model :-

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