UNIT 2.

2
Oral Communication
in
Business

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

The Seeing Channel

“ Action speaks louder than words”

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

The Seeing Channel

Nonverbal communication is communication

that does not use words.

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

The Seeing Channel

Nonverbal communication is just as

important as verbal communication

The no verbal signals of listeners will

provide instant feedback

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

 The Seeing Channel

3 types Silent Message Channels

of
non verbal
channels Physical Movement Channel

Priority and Preference Channel

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

The Seeing Channel

Silent Message Channels

1) Physical.

2) Appearance and Possessions

3) Personal Grooming

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Silent Message Channels

1) Physical.

This is the personal type of communication.

It includes facial expressions, tone of voice,

sense of touch, sense of smell, and body
motions.

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Silent Message Channels

2) Appearance and Possessions

How we dress, our hairstyle, and our personal

surroundings indicate how we see ourselves…or
sometimes, how we want others to see us.

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Silent Message Channels

Messages that can be sent via ones’ clothing

1) group identification--- example: people in

uniform, job uniform

2) status –in some offices, entry level employees,

wear uniforms while management wear business
suits

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Silent Message Channels

Possessions also send messages about you.

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Silent Message Channels

3) Personal Grooming

The way you carry yourself tells others

how you regard yourself.

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Physical Movement Channels

Posture

Facial Expressions

Gestures

Eye Contact

Non-Verbal Communication
Ms. Suzanne Llanera for MGT 270 Enderun Colleges
Presence, Posture, Handshakes and
Eye Contact

How is your entrance? Are you noticed when you

walk into a room?

Do you offer your hand immediately regardless

of the person’s gender?

Do you make eye contact when greeting people,

in meetings and throughput conversations?

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Presence, Posture, Handshakes and
Eye Contact

Are there distracting gestures that get in the way of

people fully connecting with you?

Are you aware of how you show nervousness

under stress?

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Presence, Posture, Handshakes and
Eye Contact

We all are made of energy.

Professional presence is about exuding it.

Each of us has a different style through which energy
is communicated.

It doesn’t have to be hyped up or extroverted energy.

It can be quiet, clam energy. consistent.
As lo g as it is positive, project it!
Ms. Suzanne Llanera for MGT 270 Enderun Colleges
Presence, Posture, Handshakes and
Eye Contact

You only have 60 seconds to make a

positive first impression.

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Presence, Posture, Handshakes and
Eye Contact

Appearance is important. We tend to make judgments

based on the visual data that we gather.

Dress and grooming are important clues

we project each time we encounter someone.
Fair or not, perceptions are formed and judgments
are made based on this superficial data.

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Eye Contact

The eyes are the windows of the soul.

Eye contact is one of the most powerful ways to

establish trust and rapport.

Effective use of eye contact helps us exhibit

confidence as a speaker and respect
as a listener.

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Priority and Preference Channels

Space and distance

Time

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Space and distance

3 ranges of non-verbal communicating distance:

Personal distance- we only invite someone special to

sit or use our things
Social distance—distance within which we feel
comfortable standing when conversing with
colleagues or new acquaintances
Public distance--- this range of distance is when there
is a presentation going on

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

 Time:

The way a person treats time reveals something

about that person.

A person who is consistently late may not be well

organized; the person who is kept waiting may
feel that he or she is not highly regarded by the
other person.

A subordinate does not keep his or her superior

waiting
Ms. Suzanne Llanera for MGT 270 Enderun Colleges
 Time:

As a professional, you are expected to:

Arrive on time
Keep schedule appointments
Use work hours for company business
Observe allotted time for breaks
Complete all work reports in a prompt and
timely manner
Leave no earlier than your scheduled time
Ms. Suzanne Llanera for MGT 270 Enderun Colleges
 Communicating Across Cultures

Culture influences every single aspect of business

communication:
how to show politeness and respect,
how much information to give,
how to motivate people, how loud to talk, etc

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

 Communicating Across Cultures

It is important to recognize that people from

different cultures have are different in a variety
of ways, including
different ways of looking at things
different ways of dressing
different ways of expressing
personality/goodness

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

Communicating Across Cultures

Values and beliefs often unconscious affect our

response to people and situations:

North Americans value “fairness”, other culture

accept preferential treatment
North Americans accept competition and
believe it produces better performance;
Japanese believes that competition
leads to disharmony
Ms. Suzanne Llanera for MGT 270 Enderun Colleges
Communicating Across Cultures

Example:
US business people believe that success is
based on individual achievement and open
to anyone who excels; in other countries,
people of some caste or races are prohibited
by law from full participation in society

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

 Communicating Across Cultures

Values and beliefs.

US value individualism; Other countries

value groups
US students are expected to complete their
assignments alone or they are “cheating”;
in Japan, people work in groups, as teams
In US culture, “quiet” is a sign that people are
working; in Japan, people talk
to get their work done
Ms. Suzanne Llanera for MGT 270 Enderun Colleges
 Communicating Across Cultures
Non verbal:

Americans: Placing feet on top of furniture is a sign

of relaxation; in Arab culture, it is an insult if the
sole of the feet ( specially when unclean) is
facing you.

Japanese value the ability to sit quietly. When they

see someone restless or very active, it is an
indication of a lack of mental and spiritual balance
Ms. Suzanne Llanera for MGT 270 Enderun Colleges
 Communicating Across Cultures

Non verbal:
Asian people bow on meetings or when leaving each
other; Other people find this as a sign of
weakness and subservience

In the US, a firm, short handshake indicates

self-confidence and (heterosexual)masculinity.
A limp handshake by a man can be interpreted
(usually wrongly) as a sign of homosexuality
or wimpiness.;
Ms. Suzanne Llanera for MGT 270 Enderun Colleges
 Communicating Across Cultures

Non verbal:

but in most parts of Africa, a limp handshake is the

correct way to do it. Also, it is common in Africa
for the handshake to last several minutes,
while in the US a handshake that is even a few
seconds too long is interpreted as familiarity,
warmth and possibly sexual attraction.

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

 Communicating Across Cultures

Posture Examples:

Bowing (not done, criticized, or affected in US;

shows rank in Japan)
Slouching (rude in most Northern European areas)
Hands in pocket (disrespectful in Turkey)
Sitting with legs crossed (offensive in Ghana, Turkey)

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

 Communicating Across Cultures

Eye Contact Examples:

Western cultures: see direct eye to eye contact
as positive But within USA, African-Americans
use more eye contact when talking and less when
listening with reverse true for Anglo Americans.

This is a possible cause for some sense of unease

between races in US. A prolonged gaze is
often seen as a sign of sexual interest.
Ms. Suzanne Llanera for MGT 270 Enderun Colleges
 Communicating Across Cultures

Eye Contact Examples:

Arabic cultures make prolonged eye-contact. —
believe it shows interest and helps them
understand truthfulness of the other person.
(A person who doesn’t reciprocate is seen
as untrustworthy)
Japan, Africa, Latin American, Caribbean —
avoid eye contact to show respect.

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

 Communicating Across Cultures

Touch Examples:

USA — handshake is common (even for strangers),

hugs, kisses for those of opposite gender .

Most African Americans touch on greeting but are

annoyed if touched on the head (good boy,
good girl overtones).

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

 Communicating Across Cultures

Islamic and Hindu: typically don’t touch with the

left hand. To do so is a social insult.
Left hand is for toilet functions.

In India, to break your bread only with your right hand

(sometimes difficult for non-Indians)

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

 Communicating Across Cultures

Islamic cultures generally don’t approve of any touching

between genders (even hand shakes).
But consider such touching (including hand holding,
hugs) between same-sex to be appropriate.

Ms. Suzanne Llanera for MGT 270 Enderun Colleges

 Communicating Across Cultures

Voice Examples:
Loudness

Arabic cultures--indicates strength in; softness

indicates weakness; Germans ---indicates
confidence and authority
Thais --indicates impoliteness
Japanese --- indicates loss of control to the
Japanese.

Ms. Suzanne Llanera for MGT 270 Enderun Colleges