The Ten Commandments of Good

Communication
1. Seek to clarify your ideas before 6. Take the opportunity to convey
communicating something of help or value to the
receiver
2. Examine the true purpose of each
communication 7. Follow-up your communication

3. Consider the total physical and 8. Communicate for tomorrow as

human setting
well as today

9. Be sure your actions support your

4. Consult with others in planning
communications
communications

10. Seek not only to be understood

5. Be mindful of the overtones as but to understand — be a good
well as the basic content of your listener
message
 Non Verbal
Communication
“Actions speak louder than
words”
NON VERBAL COMMUNICATION
 What is non verbal
communication?
Nonverbal communication is usually
understood as the process of communication of
sending and receiving wordless messages

Such messages can be communicated

through gesture; body language or posture;
facial expression and eye contact; object
communication such as clothing, hairstyles
 Reading Nonverbal
Communication Cues

We derive a large percentage of the

meaning from the non-verbal cues that the
other person gives. Often a person says
one thing but communicates something
totally different through vocal intonation
and body language.
 Reading Nonverbal
Communication Cues

•These mixed signals force the receiver to choose

between the verbal and nonverbal parts of the
message. Most often, the receiver chooses the
nonverbal aspects.
 How Meaning is Conveyed?
7%
spoken or
written words

A "majority" of the meaning we attribute to

55%
38% words comes not from the words Face and body:
themselves,
voice dynamics: but from nonverbal factors suchnon-verbal
tone + inflection communication
as gestures,
+ volume + facial expressions, tone, body
or face and body
accent + non- language, etc. language.
word sounds;
and...
 “the most important thing is to hear what isn’t
being said.”
Peter Drucker

• Studies show that

your words account
for only 7% of the
messages you
convey. The
remaining 93% is
non-verbal.
Humans use non-verbal
communication because
•Words have limitations

•Nonverbal signal are powerful

•Nonverbal message are likely to be
more genuine

•A separate communication channel is

necessary to help send complex
messages
 Nonverbal cues can play
five roles:
Repetition: they can repeat the message the person is
making verbally

Contradiction: they can contradict a message the individual

is trying to convey

Substitution: they can substitute for a verbal message.

Complementing: they may add to or complement a verbal

message.

Accenting: non-verbal communication may accept or

underline a verbal message.
 FUNTIONS of non verbal
communication

• Express emotions & interpersonal attitudes

• To accompany speech in managing the cues
of interaction between speakers and
listeners
• Self-presentation of one’s personality
• Rituals (greetings)
Nonverbal communication includes all unwritten and
unspoken messages, both intentional and
unintentional.

An enduring image – the message this

photograph was meant to send out was
vital to Middle East peace.
• What does the body language of those
in the image suggest?
• Is that also being communicated to the
world?
Skillful communicators understand the importance
of nonverbal communication and use it to increase
their effectiveness, as well as use it to understand
more clearly what someone else is really saying.

A word of warning: Nonverbal cues

can differ dramatically from culture to
culture.
Non-verbal communication is
two-way communication
Types of non-verbal communication

Table of Contents
 Nonverbal communication is
made up of the following parts:

Visual
Tactile (Physical)
Vocal
Use of space and
image
 Visual

• This is often called body

language and includes
facial expression, eye
movement, posture,
and gestures. The face
is the biggest part of
this. All of us "read"
people's faces for ways
to interpret what they
say and feel.
KINESICS
Facial expressions
You have 80 muscles in your face that can create
more than7,000 facial expressions. There are
six main facial expression found in all
cultures :
 Happiness (round eyes, smile, round cheek)
 Fear (around eyes, open mouth)
 Angry (lower eyebrow, and stare intensely)
 Disgusting (wrinkled nose, lowered eyelids
and eyebrow, raised upper lips)
 Surprise (raised eyebrow, wide open eyes,
open mouth)
 Sadness (area around mouth and eyes)
Varieties of expressions
Gestures

 It’s the Body movement while talking, which

reinforces what you want to say.

 Gestures may be ‘warm’ or ‘cold’. Warm gesture

include leaning towards people, smiling and
touching.

 Avoid nervousness, i.e. scratching your arms,

tugging your ears or licking your lips.
Can be deliberate movements and signals.
Common gestures include waving, pointing, and
using fingers to indicate number amounts.
 Gestures operate to
 Clarify
 Contradict
 Replace verbal messages
 Regulate the flow of conversation.
BODY LANGUAGE AND POSTURE
 Posture and movement can also convey a great deal of
information. Such as arm-crossing, and leg-crossing,
hands in the pocket, hands on the hips.
 People communicate by the way they walk, stand, and
sit.
 Body orientation also indicates status or liking
of the other individual
 Body postures and movements are frequently
indicators of self-confidence, energy, fatigue,
or status
EYE GAZE
Looking, staring, and blinking can also be important nonverbal
behaviors.

 Our Eyes are most expressive part

TIPS
 Do not avoid eye contact while talking to your boss

 Too much eye contact is perceived as aggressive, dominant

and uncomfortable.

 Effective persons maintain more eye contact than

ineffective ones
 Visual

• Of course we can easily misread these cues

especially when communicating across cultures
where gestures can mean something very
different in another culture.

For example, in American culture agreement

might be indicated by the head going up and
down whereas in India, a side-to-side head
movement might mean the same thing.
 Tactile (Physical)

• This involves the use of touch to

impart meaning as in a handshake, a
pat on the back or an arm around
the shoulder.
There are 5 categories of
Touching:
 Functional / Professional
 Social / Polite
 Friendship / Warmth
 Love / Intimacy
 Vocal

• The meaning of words can be

altered significantly by changing the
intonation of one's voice.

• Think of how many ways you can say "no“

Express it in
– mild doubt
– Terror
– amazement
– anger
Table of Contents
 Example

“You are doing a good job”

sayititin
say in aa way
way that indicates that the
clearly indicates
that the employee
employee israther
is doing a doingaverage
a great job.
job.

Have you noticed the difference?

Table of Contents
PARALANGUAGE
Paralanguage is the study of nonverbal cues of the voice.
Various acoustic properties of speech such as tone, voice,
pitch, loudness, intonation e.t.c

 The pitch, rate and volume make you sound more expressive

 To develop an effective speaking voice…

 use effective pitch
 Speak with a correct rate and slowly enough so you can
be understood
 Express clearly like ‘Did you’ instead of ‘Didjya’ or
‘Want to’ instead of ‘Wanna’
 Physical Space

• The "intimate zone" is about

two feet. This zone is reserved
for our closest friends.
• The "personal zone" from about
2-4 feet usually is reserved for
family and friends.
Intimate Zone
• The “social zone” (4-12 feet) is
Personal Zone
where most business
transactions take place. Social Zone

• The "public zone" (over 12 feet)

is used for lectures.
Public Zone
 Physical Space

• At the risk of stereotyping, we will

generalize and state that Americans
and Northern Europeans typify the
non-contact group with small amounts
of touching and relatively large spaces
between them during transactions.
Arabs and Latin normally stand closer
together and do a lot of touching
during communication.
PROXEMICS

It is the study of how people use and perceive the

physical space around them

– Effected by the objects around you i.e. arranging

of chairs / office and dress
– Formal dressing / Informal dressing
 Image

• We use "things" to
communicate. This can
involve expensive things,
neat or messy things,
photographs, plants, etc. We
use clothing and other
dimensions of physical
appearance to communicate
our values and expectations.

Table of Contents
 NONVERBAL INTERPRETATION
BEHAVIOR

Brisk, erect walk Confidence

Standing with hands on hips Readiness, aggression

Sitting with legs crossed, foot Boredom

kicking slightly
Sitting, legs apart Open, relaxed
Arms crossed on chest Defensiveness

Walking with hands in Dejection, unhappiness,

pockets, shoulders hunched disappointment
 NONVERBAL INTERPRETATION
BEHAVIOR
Hand to cheek Evaluation, thinking
Touching, slightly rubbing Rejection, doubt, lying
nose
Rubbing the eye Doubt, disbelief

Hands clasped behind back Anger, frustration,

apprehension
Locked ankles Apprehension, worry, anxiety

Head resting in hand, eyes Boredom

downcast
Rubbing hands Anticipation
 Advantage of non verbal
communication

• You can communicate with someone who is hard of

hearing or deaf.
• You can communicate at place where you are
supposed to maintain silence.
• You can communicate something which you don't
want others to hear or listen to.
• You can communicate if you are far away from a
person. The person can see but not hear you.
• Non-verbal communication makes conversation
short and brief.
 Disadvantage of non verbal
communication
• It varies culture to culture.
• Can not discuss the particulars of your
message.
• Difficult to understand and requires a lot of
repetitions.
• Can not be used as a public tool for
communication.
• Less influential and can not be used
everywhere.
 Know Your Body
Language
Eye Contact
 Hand
Shake
Closed Body
Language
Not Interested In You.
Facial Expression

What to do!!
Facial Expression

Happiness!!!
Facial Expression

Anger!!!
 Facial
Expression

Fear!!!
 Cultural difference
in
Non- verbal communication
What about this?
• Most of the world means
“O.K”
• In Iran means “extremely
obscene” OR rude.
• In Nigeria “Good luck”.
• In Japan means “five”.
• In Turkey means “political
rightist party”
What about this?

• In Somalia means “ rude

or dishonest sign”.
• In some parts of Europe
means “ private signal
to show that something
is joke”.
What about this?

• commonly means
“everything is all right
or perfect”.
• In France means
“worthless”.
• Japan means “ money”.
In German means “
rude”.
A Small Class Exercise
So What Does This Mean?
• Let me see!
• Authoritative
• Pondering
• Thinking
• Considering
So What Does This Mean?
• Can I help!
• Trust me!
• You’re in good
hands!
• Helping Hand
So What Does This Mean?

• Dejected
• Disappointed
• Lost it.
So What Does This Mean?
• Now just stop
that!
• Get out of here!
• Defensive
• Oppositional
So What Does This Mean?
• So tell me more!
• Open
• Accepting
• Welcoming
So What Does This Mean?
 Group Activity
• In groups of 4-5 students prepare a video of
only 3-5 minutes, enacting some situation
where non-verbal communication is used to
communicate ( deliver a message, make an
advertisement, or just show a situation)

(Marked activity of 3%)