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Business Communication

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Lesson 7
NON- VERBAL COMMUNICATION
Type
Examples
Vocal characterizers laughing, crying, sighing, yawning, clearing the throat,
groaning, yelling, whispering
Vocal Qualifiers
intensity (loud/soft); pitch height (high/low).
Vocal Segregates
sounds such a `uh-huh', `um', `uh'; silent pauses.
Proximity (Use of Space)
Proximity means nearness, in terms of physical space. How people use their personal space and
that of others communicates a message. This response to spatial relationships in formal, informal
and intimate setting indicates how that person perceives and feels in that space.
People also use their height and weight to convey a message. If you tower over other people in a
way that intrudes on their personal space you may cause their discomfort and withdrawal.
Personal space varies according to:
 Gender
 Status
 Roles
 Culture
Research has shown that Australians speaking to acquaintances or work colleagues leave about an
arm's length of space between themselves and the other person. People speaking to friends and
family leave about half an arm or an elbow's length between themselves and others. People in
intimate relationships allow direct and close contact when speaking to each other. The use of space
reflects the way people feel about others.
Artifacts
Artifacts are objects used to convey nonverbal messages about self-concept, image, mood, feeling
or style. For example, perfume, clothes, lipstick, glasses and hairpieces project the style or mood of
the wearer. Many artifacts are common to the group but we also use artifacts, particularly clothing,
as an individual form of communication.
Appearance and cloth are important and highly visible parts of nonverbal communication. Consider
the different between the clothes you wear to the beach and the clothes you wear to a job interview.
The choice of clothes reflects your mood and your attitude to the occasion. Other people note and
place their own interpretation on your dress.
Even if you decide you will not bother about personal appearance or clothes, others will read this
message as part of your nonverbal communication.
Environmental Factors
The environment can influence the outcome of communication. For this reason, organization gives
careful consideration to office space, factory layout, the sales area and conference venues. The
environment should put people at ease and match their expectations; an unsuitable environment
can produce `noise' that causes communication barriers and interferes with the communication
process.
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Certain instincts, such as desire for privacy, familiarity and security, need to be satisfied. Careful
design of the workplace can meet these needs and in so doing improve communication,
productivity and morale. Natural and artificial light, colour, temperature, tables, chairs, desks,
lounges, plants, sound, artwork, magazines, and floor and wall coverings all have an impact on
people's perception of an organization.
In the workplace, attention to punctuality or a disregard for it can make a strong nonverbal impact.
A disregard for punctuality may, like a sloppy appearance, merely reflect a casual attitude. However,
a deliberate decision to keep a contact waiting may be a way to communicate a negative message.
While punctuality is a matter of courtesy, attitudes towards its important vary between cultures. To
be kept waiting for a business appointment on a tropical island will not have the same significance
as a delay in some European counties where punctuality is highly regard.
The above discussion of the seven aspects of nonverbal communication provides a theoretical
analysis. However, to consider each aspect in isolation is artificial. In practice, what is sent as a total
message is a cluster of nonverbal cues in association with the spoken words
Your Response to Behaviour
Nonverbal Behaviour
Teacher
Student
Body movement
Physical characteristics
Touching behaviour
Vocal qualities
Use of Space
Artifacts
Environment
Your Response to an Organization
Characteristics
Organization I Like
Organization I dislike
Atmosphere
Use of space
Smells
Colour
Service
Building
Inclusions and fittings
Sounds
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Table of Contents:
  1. COMMUNICATION:Definition of Communication, Communication & Global Market
  2. FLOW OF COMMUNICATION:Internal Communication, External Communication
  3. THEORIES OF COMMUNICATION:Electronic Theory, Rhetorical Theory
  4. THE PROCESS OF COMMUNICATION & MISCOMMUNICATION:Message
  5. BARRIERS IN EFFECTIVE COMMUNICATION /COMMUNICATION FALLOFF
  6. NON- VERBAL COMMUNICATION:Analysing Nonverbal Communication
  7. NON- VERBAL COMMUNICATION:Environmental Factors
  8. TRAITS OF GOOD COMMUNICATORS:Careful Creation of the Message
  9. PRINCIPLES OF BUSINESS COMMUNICATION:Clarity
  10. CORRECTNESS:Conciseness, Conciseness Checklist, Correct words
  11. CONSIDERATION:Completeness
  12. INTERCULTURAL COMMUNICATION
  13. INTERCULTURAL COMMUNICATION:Education, Law and Regulations, Economics
  14. INDIVIDUAL CULTURAL VARIABLES:Acceptable Dress, Manners
  15. PROCESS OF PREPARING EFFECTIVE BUSINESS MESSAGES
  16. Composing the Messages:THE APPEARANCE AND DESIGN OF BUSINESS MESSAGES
  17. THE APPEARANCE AND DESIGN OF BUSINESS MESSAGES:Punctuation Styles
  18. COMMUNICATING THROUGH TECHNOLOGY:Email Etiquette, Electronic Media
  19. BASIC ORGANIZATIONAL PLANS:Writing Goodwill Letters
  20. LETTER WRITING:Direct Requests, Inquiries and General Requests
  21. LETTER WRITING:Replies to Inquiries, Model Letters
  22. LETTER WRITING:Placing Orders, Give the Information in a Clear Format
  23. LETTER WRITING:Claim and Adjustment Requests, Warm, Courteous Close
  24. LETTER WRITING:When The Buyer Is At Fault, Writing Credit Letters
  25. LETTER WRITING:Collection Letters, Collection Letter Series
  26. LETTER WRITING:Sales Letters, Know your Buyer, Prepare a List of Buyers
  27. MEMORANDUM & CIRCULAR:Purpose of Memo, Tone of Memorandums
  28. MINUTES OF THE MEETING:Committee Membersí Roles, Producing the Minutes
  29. BUSINESS REPORTS:A Model Report, Definition, Purpose of report
  30. BUSINESS REPORTS:Main Features of the Report, INTRODUCTION
  31. BUSINESS REPORTS:Prefatory Parts, Place of Title Page Items
  32. MARKET REPORTS:Classification of Markets, Wholesale Market
  33. JOB SEARCH AND EMPLOYMENT:Planning Your Career
  34. RESUME WRITING:The Chronological Resume, The Combination Resume
  35. RESUME & APPLICATION LETTER:Personal Details, Two Types of Job Letters
  36. JOB INQUIRY LETTER AND INTERVIEW:Understanding the Interview Process
  37. PROCESS OF PREPARING THE INTERVIEW:Planning for a Successful Interview
  38. ORAL PRESENTATION:Planning Oral Presentation, To Motivate
  39. ORAL PRESENTATION:Overcoming anxiety, Body Language
  40. LANGUAGE PRACTICE AND NEGOTIATION SKILLS:Psychological barriers
  41. NEGOTIATION AND LISTENING:Gather information that helps you
  42. THESIS WRITING AND PRESENTATION:Write down your ideas
  43. THESIS WRITING AND PRESENTATION:Sections of a Thesis (Format)
  44. RESEARCH METHODOLOGY:Studies Primarily Qualitative in Nature
  45. RESEARCH METHODOLOGY:Basic Rules, Basic Form, Basic Format for Books