2: The Basics of Communicating

Importance of language

In a global marketplace, language is like a license to trade

 Foreign language and cultural awareness are equally important in

winning global business

 Language skills confer a definite business advantage - seen as

both a commitment to the market and a courtesy to the buyer

side.
•Language impacts the daily lives of members
of any race and region of the world.

•Language helps express our feelings, desires,

and queries to the world around us.

•Words, gestures and tone are utilized in union

to portray a broad spectrum of emotion.
•The unique and diverse methods human beings can use

to communicate through written and spoken language is

our innate ability to form lasting bonds with one

another;

•Language separating mankind from the rest of the

animal
• the ability to communicate in multiple languages is

becoming more and more important in the increasingly

integrated global business community.

• Communicating directly with new clients and

companies in their native language is one of the first

steps to founding a lasting, stable international

business relationship.
 Where companies need to localize their offer for a

particular market - language can be a critical part of that

process.

• “The collective evidence from a number of studies

suggests that the bilingual experience improves the brain’s

so-called executive function —for planning, solving problems

and performing various other mentally demanding tasks.”

Non-Verbal Communication

 Communication takes place even without exchange of

words, oral or written.

 Facial expressions and gestures are used to

communicate.
 Non-verbal communication refers to touch,

eye contacts and body language.

 They contribute to developing effective

communication.
Facial expressions and eye contact, other

body movements and gestures, clothing and

personal appearance, distance and personal

space, physical environment and time are

some of the non-verbal communication

methods used in various organizations.

Types of non-verbal communication  

A. Paralanguage

 The non-verbal system sometimes called

para verbal cues conveys most of our

messages about how to understand what

is said.
Pitch and pitch change refers to the

high or low quality of the vocal cord.

Pitch shows our feelings or the strength

of our feelings.
 High pitch shows strong feelings of excitement,

fear or happiness.

 Low Pitch we are inferring our intensity or

extreme seriousness.

 They do not compete with language but function

as part of our message system to help clarify our

meaning.
B. Kinesics

1. General physical movement

 General physical activity can show the speaker's level of

energy.

 If a speaker is active, but that action is not distracting, the

audience is more interested. They are more likely to believe

in both the speaker and the message.

2. Posture and gesture are another type of

NVC.

 Posture indicates the feelings of the

individual. Poor posture during an interview

might be interpreted as disrespect, an

indication of poor work habits.

 In one-to-one or small group situations, posture can

indicate liking: Leaning forward indicates a positive

feeling toward others, leaning backward, a negative

feeling.
Gestures complement our words. They emphasize

what we say.

There are many types of gestures: Illustrators

(provide directions, like arrow, circle, to clarify an

idea); Regulators (provide a guide try to recognize,

handshake, head nod); Emblems (like finger pointing").

 
3.Facial reactions especially the eyes are the most

reliable indicators of emotion.

The dilation of the pupil and the rapid shifting of gaze

tell us much about the feelings of the communicator.

When eye contact wanders, listeners feel that the

speaker is not interested in them.

5. Slight body responses like a shrug of the shoulders

or a hesitating gesture are additional nonverbal

activities that suggest particular mental states.

These micro movements and interpretations indicate

the many things to many people. Audiences listen with

both their ears and their eyes.  

6. Silence is also a good way of

communicating. Disapproval, anger,

resentment, lack of interest,

acceptance, respect and fear can be

expressed through silence.

C. Proxemics refers to our use of space and

the way that we use space to govern the

personal actions and behavior of others.

 Personal space is relative and depends upon

the circumstances and the person to whom

we are interacting.
 Public space (refers to four to five feet

distance), Personal Space (refers to

arms length dealing), Private space

(refers to distance less than three

feet) and expressing intimacy.

 Effective reading and Listening

 Communication involves the sharing and understanding of

meaning.

 To fully share and understand, practice active listening and

reading so that you are fully attentive, fully present in the

moment of interaction.

 Pay attention to both the actual words and for other clues to

meaning, such as tone of voice

 There is difference between ‘hearing’ and ‘listening’.

 listening means interpretation of hearing.

 listening starts with hearing and ends with

interpreting and evaluating the message

 It is "the process of receiving, attending to and

assigning meaning to oral stimulus".

• Listening: Besides reading, writing, and speaking, a fourth area of

communication, listening, has now been recognized as an essential

management tool.

•Listening has so important that some companies have begun holding

seminars for employees on the subject.

•Why Listen? Studies have shown that managers spend

approximately 60 – 70% of their time communicating.

•Of that amount of time, approximately 55 – 65% is spent listening.

Effective listening has five advantages:

• It may result in better relationships at home and at work

• It helps us to better understand those with whom we

communicate

•It provides important information

•It stimulates new ideas

• It motivates others to improve their listening skills

•These advantages, all secured as a result of effective listening,

help us to become effective managers.

Levels of Listening:

• Attentive listening for important information

• Empathetic listening to appreciate others‟

attitudes, feelings and emotions

• Casual listening to music and informal

discussion for pleasure

•Why We Don‟t Listen: There are many reasons why many

of us don‟t listen effectively.

Competition. External distractions also compete for our

attention: „physical noise‟ (ringing telephone, conversation

nearby, etc.)

• Time. Sometimes we just don‟t have time to listen

because other items seem more important.

• Lack of Training. In school we learned how to speak,

read, and write; yet few of us learned how to listen.

Now, both schools and companies are realizing this

deficiency in education and are offering courses in the

area.

•Negative Responses. Often people fail to listen to a

speaker because they respond negatively to external

factors such as speaker‟s clothes, hairstyle, accent or

smell.
•A good listener, however, will not let negative

responses get in the way of concentrating on what is

being said.

•Emotions. Emotions often get in the way of effective

listening, particularly during confrontations.

•o Bias, or Prejudice.
Listening for Facts:

• Resist distractions: concentrate on key ideas being presented. Try taking

notes; it may help you to listen.

• Remember key words: Listen carefully for key ideas. Remembering five key

words will help you remember five major topics presented.

•Review key concepts.

•Work hard to listen. Extend yourself mentally and physically to become a

better listener.
Listening for Feelings: Empathetic listening is perhaps

the most difficult of all listening skills. Learn to listen

and respond to others‟ feelings in what they are saying.

•Listen from the speaker’s point of view: Very often

people have great difficulty articulating what they feel

deeply. Try to understand and „hear‟ those feelings.

•Watch the nonverbal communication: facial expressions,

hand movements, and body posture of the speaker.

•Pay attention at the paralanguage – the quality and tone of

speech and the delivery rate. The verbal communication may

say one thing, but the nonverbal communication may say

another. Be sensitive to what the speaker‟s nonverbal

messages convey.
•Listen at the right time and place: some discussions may have to

be delayed.

•Kindly tell the speaker you are genuinely interested and make

alternate arrangements to continue the discussion.

•Listen objectively: recognize your own biases. Although it is

difficult to change your attitudes, try to put them aside during the

conversation. Try to reevaluate your ideas in the light of the new

information.
Here are some tips to facilitate active listening and reading:

 Maintain eye contact with the speaker; if reading, keep

your eyes on the page.

 Don’t interrupt; if reading, don’t multitask.

 Focus your attention on the message, not your internal

monologue.
 Ask clarifying questions to communicate interest and

gain insight

 Show the talker you want to listen

 Empathize with the talker

 Be patient

 Go easy on argument and criticism

•Note-taking and Critical Reading Strategies
Note-taking is a memory tool. It is a necessary

and powerful study tool.

• Effective note-taking begins with effective listening which is

an active process that involves a listening purpose.

Strategies for Note-taking


1. Note-taking in lecture

To take notes during lecture, you have to be a good

listener. When you take notes through listening,

you transfer ideas from short memory to long

memory.
 There are three stages of memory:

Acquisition

Retention

Retrieval

Listening is a skill and it can be improved by

adopting the habits of good listeners.

Eight Habits of Good Listeners

1. A good listener will look for ideas (the main point).

2. A good listener will listen closely for information that can be important

or useful.

3. A good listener wants to see how facts, principles, ideas, and evidence

support arguments.

4. A good listener disciplines herself/himself to shut out distractions.

5. A good listener is intellectually curious, wants to see how the

instructor moves from one point to another.

6. Attitude is the most important requirement for effective listening.

So, assume a positive mental attitude.

7. Listening is the absorption of the meanings of words and sentences

by the brain. This in turn leads to understanding of facts and ideas.

8. Listening takes (1) attention, and (2) concentration.

2. Note-taking from textbook

When you read and take note, you look for

main ideas, concepts, definitions, examples, and reasoning.

The task then is to summarize and condense

these elements into useful notes for retention

and future retrieval.

Assignment

1. Oral and Written Communication

2. Organizing a Presentation and Presentation Skill

3. Telephone vs. face to face communication &

4. Electronic Communication Systems and The Use

of IT in Business