A brief introduction to verbal and nonverbal communication skills and its keywords. The importance of nonverbals in verbal communication and how to study nonverbals before a meeting.

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2. What is
Communication?
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3. TypesofCommunication
Expression/
Method/ Media
Verbal
communication
Oral
Written
Non-verbal
communication
Visual Gesture
Audio Passive
Audio-visual Through Action
Flow of
Information
Horizontal
Vertical
Upward
Downward
Cross-wide
Relationship
Formal
Informal
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4. Verbal Communication
Oral Communication
Oral communication implies communication
through mouth.
• individuals conversing with each other
• direct conversation or telephonic
• Speeches,
• presentations,
• Discussions
Oral communication is generally
recommended when the communication
matter is of temporary kind or where a direct
interaction is required.
Face to face communication (meetings,
lectures, conferences, interviews, etc.) is
significant so as to build a rapport and trust.
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5. Verbal Communication
Oral Communication (Con’d)
Advantages
• There is high level of understanding and transparency in oral communication as it is
interpersonal.
• There is no element of rigidity in oral communication. There is flexibility for allowing
changes in the decisions previously taken.
• The feedback is spontaneous in case of oral communication. Thus, decisions can be
made quickly without any delay.
• Oral communication is not only time saving, but it also saves upon money and efforts.
• Oral communication is best in case of problem resolution. The conflicts, disputes and
many issues/differences can be put to an end by talking them over.
• Oral communication is an essential for teamwork and group energy.
• Oral communication promotes a receptive and encouraging morale among
organizational employees.
• Oral communication can be best used to transfer private and confidential
information/matter. This Photo by Unknown Author is licensed under CC BY-SA
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6. Verbal Communication
Oral Communication (Con’d)
Disadvantages
• Relying only on oral communication may not be sufficient as business
communication is formal and very organized.
• Oral communication is less authentic than written communication as they are
informal and not as organized as written communication.
• Oral communication is time-saving as far as daily interactions are concerned, but in
case of meetings, long speeches consume lot of time and are unproductive at times.
• Oral communications are not easy to maintain and thus they are unsteady.
• There may be misunderstandings as the information is not complete and may lack
essentials.
• It requires attentiveness and great receptivity on part of the receivers/audience.
• Oral communication (such as speeches) is not frequently used as legal records except
in investigation work.
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7. Verbal Communication
Written Communication
Written communication has great significance in
today’s business world. It is an innovative activity of
the mind. Effective written communication is essential
for preparing worthy promotional materials for
business development. Speech came before writing.
But writing is more unique and formal than speech.
Effective writing involves careful choice of words, their
organization in correct order in sentences formation as
well as cohesive composition of sentences.
Also, writing is more valid and reliable than speech.
But while speech is spontaneous, writing causes delay
and takes time as feedback is not immediate. This Photo by Unknown Author is licensed under CC BY-SA
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8. Verbal Communication
Written Communication (Con’d)
Advantages
• Written communication helps in laying down apparent principles, policies and
rules for running of an organization.
• It is a permanent means of communication. Thus, it is useful where record
maintenance is required.
• It assists in proper delegation of responsibilities. While in case of oral
communication, it is impossible to fix and delegate responsibilities on the
grounds of speech as it can be taken back by the speaker or he may refuse to
acknowledge.
• Written communication is more precise and explicit.
• Effective written communication develops and enhances an organization’s image.
• It provides ready records and references.
• Legal defences can depend upon written communication as it provides valid
records This Photo by Unknown Author is licensed under CC BY-SA-NC
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9. Verbal Communication
Written Communication (Con’d)
Disadvantages
• Written communication does not save upon the costs. It costs
huge in terms of stationery and the manpower employed in
writing/typing and delivering letters.
• Also, if the receivers of the written message are separated by
distance and if they need to clear their doubts, the response is
not spontaneous.
• Written communication is time-consuming as the feedback is
not immediate. The encoding and sending of message takes
time.
• Effective written communication requires great skills and
competencies in language and vocabulary use. Poor writing skills
and quality have a negative impact on organization’s reputation.
• Too much paper work and e-mails burden is involved. This Photo by Unknown Author is licensed under CC BY-SA-NC
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10. Verbal Communication
Verbal Communication Skills
Effective verbal or spoken communication is dependent on
a number of factors and cannot be fully isolated from other
important interpersonal skills such as non-verbal
communication, listening skills and clarification.
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11. Verbal Communication Skills
Opening Communication
At a first meeting, formalities and appropriate
greetings are usually expected:
such formalities could include a handshake, an
introduction to yourself, eye contact and discussion
around a neutral subject such as the weather or your
journey may be useful.
A friendly disposition and smiling face are much more
likely to encourage communication than a blank face,
inattention or disinterested reception.
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12. Verbal Communication Skills
Reinforcement
The use of encouraging words alongside non-verbal gestures such
as head nods, a warm facial expression and maintaining eye
contact, are more likely to reinforce openness in others.
The use of encouragement and positive reinforcement can:
• Encourage others to participate in discussion (particularly in group work)
• Signify interest in what other people have to say
• Pave the way for development and/or maintenance of a relationship
• Allay fears and give reassurance
• Show warmth and openness.
• Reduce shyness or nervousness in ourselves and others.
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13. Verbal Communication Skills
Effective Listening
Active listening is an important skill and yet, as communicators, people tend to spend far more energy considering what
they are going to say rather than listening to what the other person is trying to say.
The following points are essential for effective and active listening:
• Arrange a comfortable environment conducive to the purpose of the communication, for example a warm and light room with
minimal background noise.
• Be prepared to listen.
• Keep an open mind and concentrate on the main direction of the speaker's message.
• Avoid distractions if at all possible.
• Delay judgment until you have heard everything.
• Be objective.
• Do not be trying to think of your next question while the other person is giving information.
• Do not dwell on one or two points at the expense of others.
• The speaker should not be stereotyped. Try not to let prejudices associated with, for example, gender, ethnicity, social class,
appearance or dress interfere with what is being said. (See Personal Appearance)
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14. Verbal Communication Skills
Questioning
Questioning can be used to:
• Obtain information.
• Start a conversation.
• Test understanding.
• Draw someone into a conversation.
• Show interest in a person.
• Seek support or agreement.
Closed Questions
seek only a one or two word answer, limit the scope of the response.
Open Questions
Open questions broaden the scope for response since they demand
further discussion and elaboration.
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15. Verbal Communication Skills
Reflecting and Clarifying
Reflecting is the process of feeding-back to another person your
understanding of what has been said. Although reflecting is a specialised skill
used within counselling, it can also be applied to a wide range of
communication contexts and is a useful skill to learn.
Reflecting often involves paraphrasing the message communicated to you by
the speaker in your own words, capturing the essence of the facts and feelings
expressed, and communicating your understanding back to the speaker.
It is a useful skill because:
• You can check that you have understood the message clearly.
• The speaker gets feedback as to how the message is received.
• It shows interest in, and respect for, what the other person has to say.
• You are demonstrating that you are considering the other person’s
viewpoint.
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16. Verbal Communication Skills
Summarising
A summary is an overview of the main points or issues raised. Summarising
can also serve the same purpose as 'reflecting'. However, summarising
allows both parties to review and agree the communication exchanged
between them up to that point in time. When used effectively, summaries
may also serve as a guide to the next steps forward.
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17. Verbal Communication Skills
Closing Communication
The way a communication is closed or ended will, at least in part,
determine the way a conversation is remembered.
A range of subtle, or sometimes not so subtle, signals are used to end an
interaction. For example, some people may avoid eye contact, stand up,
turn their body away, or use behaviours such as looking at a watch or
closing notepads or books. All of these non-verbal actions indicate to the
other person that the initiator wishes to end the communication.
Closing an interaction too abruptly may not allow the other person to
'round off' what he or she is saying so you should ensure there is time for
winding-up. The closure of an interaction is a good time to make any
future arrangements. Last, but not least, this time will no doubt be
accompanied by a number of socially acceptable parting gestures. This Photo by Unknown Author is licensed under CC BY-NC
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18. Non-Verbal Communication
Actions Speak Louder than
Words
It is communication of feelings,
emotions, attitudes, and thoughts
through body movements /
gestures / eye contact, etc.
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19. Non-Verbal Communication
Kinesics
It is the study of facial expressions, postures & gestures.
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20. Non-Verbal Communication
Oculesics
It is the study of the role of eye contact in non verbal
communication.
Did you know that in the first 90 sec - 4 min you decide that you are
interested in someone or not.
Studies reveal that 50% of this first impression comes from non-
verbal communication which includes oculesics.
Only 7% of comes from words - that we actually say.
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21. Non-Verbal Communication
Haptics
It is the study of touching.
Did you know that acceptable level of touching vary from
one culture to another?
In Thailand, touching someone's head may be considered as
rude.
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22. Non-Verbal Communication
Proxemics
It is the study of measurable distance between people as
they interact.
Did you know that the amount of personal space when
having an informal conversation should vary between 18
inches - 4 feet while, the personal distance needed when
speaking to a crowd of people should be around 10-12 feet?
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23. Non-Verbal Communication
Chronemics
It is the study of use of time in non verbal communication.
Have you ever observed that while an employee will not
worry about running a few minutes late to meet a
colleague,
A manager who has a meeting with the CEO, a late arrival
will be considered as a nonverbal cue that he / she does not
give adequate respect to his superior?
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24. Non-Verbal Communication
Paralinguistics
It is the study of variations in pitch, speed, volume, and
pauses to convey meaning.
Interestingly, when the speaker is making a presentation and
is looking for a response, he will pause.
However, when no response is desired, he will talk faster
with minimal pause.
10 minutes video, excellent example of how to analyse paralanguage.
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25. Non-Verbal Communication
Physical Appearance
Your physical appearance
always contributes
towards how people
perceive you.
Neatly combed hair, ironed
clothes and a lively smile
will always carry more
weight than words.
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26. References
• https://www.managementstudyguide.com/oral-communication.htm
• https://www.managementstudyguide.com/written-
communication.htm
• https://www.managementstudyguide.com/non-verbal-
communication.htm
• https://www.skillsyouneed.com/ips/verbal-communication.html
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27. Stay tuned for the
future webinars
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