NATURE OF NON-VERBAL COMMUNICATION

• It is word-less ( Non-word) communication. It is broad in its meaning and

somewhat imprecise. eg. a frown can be interpreted as deep thought or
discomfort.
• Non-verbal messages however express true feelings more accurately that the
spoken or written language. eg. Smile symbolises friendliness to the same
extent that cordiality is expressed in words.
• However the old maxim “ People’s action speak louder than words” expresses
the importance of non-verbal communication
• Words are relatively easy to control; body language, facial expressions and
vocal characteristics are not. Hence non-verbal communication is more reliable
and more efficient than verbal communication.
• By paying attention to these non-verbal cues, you can detect deception or
affirm a speaker’s honesty to some extent, especially when words fail to
convey the inner meaning.
eg. A person’s sweet talk may hide deception but shifty eyes may give away
his true intention. Hence, be sensitive and go beyond the obvious.
• Because of the numerous meanings attributable to non-verbal
communication, you also need to make allowance for error in the
meanings you receive from non-verbal symbols.
• Chances are, if you can read other people’s non-verbal messages
correctly, you can interpret their underlying attitude and intentions and
respond appropriately
• People use non verbal signals to support and clarify verbal
communication
 Natural non-verbal communications of a speaker is registered by
his audience unconsciously
eg. Speaker emphasizing key words by tone and gesture
At the same time, speakers can use non verbal communication with
a conscious purpose also with a gesture conveying a deeper
meaning.
eg. Firm shake hand – confidence
Pat on the back - appreciation
• Meta communication – is an implied meaning, conveyed by the choice of
words, tone of voice etc.,
eg. “ Try to reach the airport on time” can stress the importance of
punctuality to a habitually late person.
• Kinesic Communication- is conveyed through non – verbal acts in the
form of body movements such as smiling, frowning etc.,
 TYPES OF NON – VERBAL COMMUNICATION
There are many forms of non-verbal communication. For discussion
purposes, these forms can be grouped into following general categories.

1. Facial expression/ body language/ body talk

2. Gesture and posture / Body Language/ Body Talk
3. Vocal characteristics
4. Personal appearance
5. Touching behaviour
6. Use of time and space
7. Other Types
1. Facial Expression / Body Language
• Much of what we send to others without using words ( non word
messages) is sent through the physical movements of our bodies.
• The face and eyes are by far the most important features of body
language,
• Your face is the primary site for expressing your emotions; it reveals both
the type and intensity of your feelings.
 Your eyes are especially effective for indicating attention, interest,
influencing others, establishing dominance etc.,
 Eye contact is important in establishing sincerity in Western culture
 Same eye contact can establish respect, politeness in Indian culture.
 Raising eye row – questioning / surprise
 Definite facial expressions indicate happiness, surprise, sadness, fear
anger, nervousness, interest etc.,
 Lip movement can also indicate similar feelings
2. Gesture and Posture / Body Language
• By moving your body, you can express both specific and general
messages
• Gestures are physical movement of our arms, legs, hands, heads etc
Through the movement of these body parts we can reinforce our verbal
messages. Also, study others :- eg.
 Wave of hand – hello, good bye
 Nodding of head – Approval / disapproval
 Raising of fist – strength
 Biting of nails – nervousness
 Movement of arms – emphasis
 Banging desk – aggression
 Thumbs up - success
• Postures are body stances that indicate another form of non-verbal
communication. eg.
 Leaning slightly toward the person with whom you are
communicating may be taken as a sign of interest / involvement in
the interaction
 Learning back with arms folded across the chest might be
intended as a sign of boredom / relaxation
 Legs apart and hands on hips may indicate defiance
 Open arms and hug – warmth
 Hands on chin – worry, thought
 springy moves – energy / enthusiasm
3. Vocal Characteristics/ Voice Qualities// Para Language
• No one speaks in a monotone
• Your voice carries both intentional and unintentional message through
voice qualities such as volume, speed, tone, accent etc.,
=Communication effect
• On a conscious level you can use your voice to create various
impressions
 asking “ What have you been up to?”
 Telling “ you are late”
 Emphasising – “ I am a good communicator”
• Your voice reveals many emotions which you are unaware
 Tone and volume of your voice can indicate surprise, happiness,
anger, irritation etc
 When you are nervous /excited you tend to speak faster and at a
higher pitch than normal
 People who constantly speak to softly high being interrupted /
ignored
 People who speak too loudly are often seen as being
pushy/insecure
 Some voice qualities are universal across all human cultures such
as
 High pitched voices to admonish children
 Grin and laughter in greetings
 Soft spoken in courtship etc.,
4. Personal / Physical/ Appearance
• Our culture places great value on physical appearance
• People respond to others based on their physical appearance
• Attractive people tend to be seen as more intelligent, more likeable and
more persuasive than unattractive people
• Your appearance is particularly important for making a good first
impression
• Good grooming can enhance your personality
• Your clothing, jewellery, office, home, automobile provide information
about your lifestyle, value, taste, status etc.,
5. Touching Behaviour
• Touch is the first sense we develop
• Touch is an important way to convey warmth, comfort and reassurance
• Touching behavior is governed by customs in various societies
• In business situations, touching may suggest dominance eg: Boss pats
subordinate but not Vise versa.
 Hand shake – Friendly / Formal greeting
 Pat - appreciation
 Use of Time, Space and Territory
TIME
• How we structure and use time tells observers our attitude
> eg. Prolonged time given for an interview by an executive may
indicate importance of the meeting
> Late arrival for a meeting may indicate unimportance / low priority
> Also, late arrival and making others wait may signal authority
> Punctuality may command respect from subordinates and indicate
how systematic the individual is.
SPACE
• How we arrange things in the space around us tells something about
ourselves. eg.
> More formal the arrangement more formal the communication
> Row of chairs in front of executive desk indicates formal
communication set up
• Informal circle of chairs may convey desire for open communication by the
executive.
• Open office space, few partitions encourages open, unrestricted flow of
communication.
Territory
People tend to have invisible walls in the space around them to create
territories
• Intimate zone – eg. Spouse
• Personal zone – eg. Friends
• Social zone- eg. Colleagues
• Public Zone- eg. Audience
• Private zone – eg. Family
Other
Color, image, type of presentation, quality of materials we use and quality of
our work output all act as potential non-word communication.
Techniques for improving non verbal communication skills
1. Establish and maintain eye contact
2. Use posture to show interest
3. Reduce or eliminate physical barriers
4. Improve your decoding skills
5. Probe for more information
6. Avoid assigning out of context meanings to non-verbal cues
7. Learn from diverse cultures
8. Appreciate the power of appearance
- Personal, office space, your business documents
9. Observe yourself on video-tape
10. Enlist friends and family