This document discusses verbal and non-verbal communication. It explains that verbal communication involves speaking, writing, listening and reading. Non-verbal communication conveys 55% of messages through body language like facial expressions, gestures, eye contact, and posture. Specific non-verbal cues are examined, such as direct eye contact showing interest while shifty eyes suggest dishonesty. Certain gestures and postures that should be avoided are identified, like crossed arms appearing defensive or pointing at others seen as accusatory.

1. VERBAL & NON-VERBAL
COMMUNICATION

2. VERBAL COMMUNICATION
 Verbal communication means a communication that takes place by means of a
language or words.
 It includes the following contents.
1. Oral communication (Speaking & listening)
2. Written communication (writing & reading)

3. VERBAL COMMUNICATION
 Speaking: In order to send message in business, speaking plays a vital role.
 Writing: It is used when a complex message is sent.
 Listening: People in business spend more time in obtaining information then
transmitting it. Listening is the most important way to receive information.
 Reading: Reading involves understanding and interpreting the material.

4. NON-VERBAL COMMUNICATION
 The study of non-verbal communication examines how
messages are communicated through physical behavior and
vocal cues.

5. The total impact of a message breaks
down like this:
 7% verbal (words)
 38%vocal (volume, pitch, rhythm, etc.)
 55% body movements (mostly facial expressions)

6. Major areas of non-verbal behavior are:
 Eye contact
 Facial expressions
 Gestures
 Postures and body orientation
 Proximity
 Para linguistics

7. EYE CONTACT:
 The eyes can give clues to a person’s thoughts.
 When someone is excited, his pupils dilate to four times the normal size.
 An angry or negative mood causes the pupils to contract.
 Direct eye contact conveys interest, warmth, credibility and concern.
 Shifty eyes suggest dishonesty.
 Downward gaze may be a sign of submissiveness or inferiority.

8. FACIAL EXPRESSIONS

9. FACIAL EXPRESSIONS
 There are six categories of facial expressions:
 Happiness
 Sadness
 Anger
 Disgust
 Surprise
 Fear

10. GESTURES
 Gestures communicate as effectively as words, sometimes even better.
 Gestures support the verbal communication.
 They sometimes detract from what you say

11. GESTURES
There are some negative gestures which should be avoided:
 Pointing at people-it is perceived as accusatory.
 Fiddling with your items-it gives the impression that you are nervous.
 Dragging the feet-it implies lethargy.
 Head down-it suggests timidity.
 Drooping shoulders-it suggest weariness and lethargy.
 Weak hand shake-it implies meek and ineffectual personality.
 Shifty eyes-it suggests nervousness.
 Arms crossed on the chest-it is a defensive gesture.

12. GESTURES
 Hands in pockets-shows disrespect, and that you have something to hide.
 Covering your mouth-it suggests you are lying.
 Shaking feet or legs-it shows indifference and disinterest.

13. HAND GESTURES
AVOID THESE HAND GESTURES USE THESE HAND GESTURES

14. POSTURE
 Body posture can be open or closed.
 Interested people pay attention and lean forward.
 Leaning backwards demonstrate aloofness or rejection.
 A head held straight up signals a neutral attitude.
 A head down is negative and judgmental.
 A head tilted to the side indicates interest.

15. POSTURE
Some Negative Postures should be avoided:
 Rigid body posture-Anxious/Uptight.
 Hunched shoulders-Lacks interest/Feeling inferior.
 Crossed arms-Protecting the body/Negative thoughts.