verbal & non-verbal communication

1. Elements of
Communication
- Aqsa Quazi
This Photo by Unknown Author is licensed under CC BY-NC-ND
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2.  INTRODUCTION
 FACE TO FACE COMMUNNICATION
o Tone of voice
o Body language (Non-verbal communication)
o Verbal Communication
o Physical Communication
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3. Introduction
 Communication can be
 Face-to-face / Face-off
 Formal/ informal
 Oral or written or digital
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4. Categories of communication
 Face-to-face
Communication
 Face-off Communication
 Formal Communication
 Informal Communication
 Oral Communication
 Written Communication
 Visual Communication
 Digital Communication
 Symbolic Communication
 Meta Communication
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5. Modes of communication
1. Interpersonal Mode
2. Interpretive Mode
3. Presentation Mode
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6.  Transfer of information can be in two ways
1. Using language :- VERBAL COMMUNICATION
2. With the help of body movement :– NON-VERBAL
COMMUNICATION
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7. FACE-TO-FACE COMMUNICATION
 Mutual influence of individuals’ direct physical presence
with his/her body language
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8. Types of Face to Face Communication
1. Interviews,
2. Meetings,
3. Conferences,
4. Seminars,
5. Workshops,
6. Class-room lectures,
7. Stage-acting,
8. Public lectures, etc.
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9. Principles/ Dynamics of effective face to face
communication
 1. In face to face communication at least two individuals (receiver
and sender) should be physically and mentally present at the
place of communication.
 2. In face to face communication there should be proper
encoding with most appropriate and pleasing words by sender.
 3. In face to face communication there should be proper
decoding by the receiver after receiving the message.
 4. In face to face communication there should be some (Partial /
full) response or feedback. Since it is direct, great care should be
taken in the selection of the words which should be appropriate
and polite.
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10. The Advantages of Face to Face
Communication
 Creates More Motivation
 Makes it Easier to Sense What a Person is Really
Thinking
 Creates a Bond
 Addressing sensitive issues
 Clear and concise communication
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11. 3/13/2021 11

12. TONE OF VOICE
 Variation in pitch while speaking
 Rise and fall of voice
 Influence of emotion
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13. Tone of voice in speaking/ speech
 I didn’t say he borrowed my book.
 I didn’t say he borrowed my book.
 I didn’t say he borrowed my book.
 I didn’t say he borrowed my book.
 I didn’t say he borrowed my book.
 I didn’t say he borrowed my book.
 I didn’t say he borrowed my book.
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14. Tone of voice in writing/literature
 In literature, the voice expresses the narrator or author’s
emotions, attitude, tone and point of view through artful,
well thought out use of word choice and diction.
 A voice may be formal or informal; serious or light-
hearted; positive or negative; persuasive or
argumentative; comical or depressed; witty or
straightforward; objective or subjective.
 It includes all words used in busines content, notices,
sales emails, product brochures, call-centre- scripts and
client presentations.
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15. Difference between voice, tone and
style
 Voice: cover the personality of the brand (unique,
distinctive)
 Tone: how to use your voice in different situations
 Style: house style for what your writing looks like, design
elements- how to use font, logo.
 e.g., Be consistent. Be authentic. Be unique
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16. The four dimensions of tone of voice
1. Funny vs. Serious
2. Formal vs. Casual
3. Respectful vs. Irreverent
4. Enthusiastic vs. Matter-of-fact
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17.  For example, let’s say we’re preparing to write copy for a
hospital’s Patients & Visitors site section. We might decide we
want a tone profile that is:
• Serious: we shouldn’t try to be funny while speaking to patients
• Formal: the hospital has a traditional and prestigious brand
personality
• Respectful: it should not look like we’re making light of a serious
situation for patients
• Neither enthusiastic nor matter-of-fact: we should convey some
sense of empathy, but should not appear overly emotional
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18. Tone of voice in business
 It tells costumer who you are
 Its what makes you different
 It helps build up trust
 It can be used to influence and persuade.
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19. NON-VERBAL COMMUNICATION
 Nonverbal communication is the transfer of information
through the use of body language including eye contact,
facial expressions, gestures, posture, and the distance
between two individuals.
 Affects the selection process during interviews
• Professional appearance
• Things you carry with you
• Shake hand.
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20. Nonverbal Communication During the
Interview
• Make eye contact with the interviewer for a few seconds at a time.
• Smile and nod (at appropriate times) when the interviewer is talking, but don't
overdo it. Don't laugh unless the interviewer does first.
• Be polite and keep an even tone to your speech. Don't be too loud or too quiet.
• Don't slouch.
• Do relax and lean forward a little towards the interviewer so you appear
interested and engaged.
• Don't lean back. You will look too casual and relaxed.
• Keep your feet on the floor and your back against the lower back of the chair.
• Pay close attention to the interviewer. Take notes if you are worried you will not
remember something.
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21. Nonverbal Communication During the Interview
(cont.)
• Listen.
• Don't interrupt.
• Stay calm. Even if you had a bad experience at a previous position or were fired,
keep your emotions to yourself and do not show anger or frown.
• Not sure what to do with your hands? Hold a pen and your notepad or rest an
arm on the chair or on your lap, so you look comfortable. Don't let your arms fly
around the room when you're making a point.
 Nonverbal Communication at the End of the Interview
• Before leaving the interview, be sure to give the interviewer another firm
handshake and smile. On your way out, say goodbye to the receptionist or
anyone else you spoke to during the interview.
• Your verbal communication is important too. Don't use slang. Speak clearly and
definitely.
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22. Categories Of Non-verbal Communication
 Kinesics: body movements/ body language
 Proxemics: closeness/personal space or Space language
 Chronemics: Time language
 Paralingual: This category covers vocal qualities like
loudness or tone of voice.
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23. Kineses
 Communication without words by movements of various
body parts
 Body language includes:
i. Facial expressions
ii. Gesture
iii. Posture/ body movement
iv. Eye contact/oculosis
v. Haptics/ touch
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24. Facial expressions
 Reveals type and intensity of
feelings
 Surprise: widened eyes and a
gaping mouth.
 Anger: eyebrows squeezed
together, forming a crease,
eyelids tight and
 Fear: widened eyes and
slanted eyebrows that go
mouth is usually slightly
facial expression is like
This Photo by Unknown Author is licensed under CC
BY-SA-NC
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25. Proxemics or personal space language
 Non-verbal study of space
and distance we use to
communicate a message.
 Territorial space: people
use space (territory) to
communicate ownership or
occupancy of areas and
possessions.
 It is an area around the self
that a person will not allow
another person without
consent
 INTIMATE: (upto 2 feet) close
friends & loved ones
 PERSONAL: (2 to 4 feet) good
friends and family members
 SOCIAL : (4 to 12)
acquantances
 PUBLIC: (greater than 12
feet) public talking
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26. Chronemics
 Chronemics is the study of how time is used in
communication.
 Examples:
• delay in replying to personal or business letter or phone
call
• Coming late for meetings
 Completion of task within specific time: communicates
hard work, sincerity and loyalty
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27. Paralanguage
 Paralanguage, also known as
vocalics: study of non-verbal
cues of voice.
 Tone, pitch, accent i.e., acoustic
properties give cues
 May change meaning of word
 Elements of paralanguage are
vocal quality, loudness, pitch
variation, tone variation, pauses
proper word stress etc.
Elements
1. Pitch variation
2. Speaking speed
3. Volume variation
4. Proper word stress
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28. Key points regarding body language
 First impressions
 Posture and space usage
 Handshake
 Clothing and accessories
 Attentiveness and eye contact
 Facial expression and body language
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29. VERBAL COMMUNICATION
 ORAL COMMUNICATION-
message is conveyed by
spoken words
 Categories of oral
communication:
1. Discussion
2. Debate
3. Dialogue
 WRITTEN COMMUNICATION-
transmission of messages in
written form.
 Includes:
Email, circulars, report,
Internet websites, Letters,
Proposals, Telegrams Faxes
Postcards Contracts
Advertisements Brochures News
releases, questionnaires etc.
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30. ORAL COMMUNICATION
 MERITS
 Economical
 Less time-consuming
 Immediate feedback
 Opportunity for clarification
 Personal touch
 Communication with larger
public
 Flexible
 DEMERITS
• Less reliable
• Mechanical device is needed for
long distance
• Not suitable for lengthy
messages
• no record
• No legal validity
• Chance of misunderstanding
• Responsibility cannot be assigned
in disputes.
• Influenced by self-interest
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31. WRITTEN COMMUNICATION
 MERITS
• Permanent record
• Accurate & precise
• Legal document
• Wider access
• To assign responsibility
• Composing in advance
• Referred to again and again
• Mechanical efficiency
• Lengthy message
 DEMERITS
• Time consuming
• Expensive
• Quick clarification not possible
• Difficult to maintain secrecy
• Difference in interpretation
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32. PHYSICAL COMMUNICATION
 It is a non-verbal communication
 Importance:
 In Sports
 In security agencies
 In mining & construction industries
 Helps to draw attention
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33. Improving physical communication skills
 Stress management
 Controlling anxiety
 Eye-contact
 Asking for meanings
 Practice
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Reference:
Dr. menu pandey; communication skills; nirali prakashan; second edition: 4.1-4.24

34. Communication – the human connection – is the key to personal and career
success -
- Paul meyer
This Photo by Unknown Author is licensed under CC BY-NC-ND
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