1. Business Communication
Lecture 2
By David LIN

2. Verbal and non-verbal communication
Week 1 Section 2

3. Introduction
When we communicate with others, we use language but we also communicate non-verbally through our posture, gestures, and facial expressions.
Our non-verbal communication may not always send the same message as our verbal communication.
Good communicators check for agreement between verbal and non-verbal communication.

4. Verbal communication (communication using words or language)
Meaning is in people, not in words
Meaning does not come from single words but from the way they are used
The meaning of words change according to:
Context
Participants
Age of the speaker
Fashion
Our experiences influence how we use words

5. Verbal communication (communication using words or language) (cont.)
We alter our language, and our interpretation of language, according to differing roles and relationships.
Men and women use language differently.
Our culture influences who we are and how we use language.
Language changes constantly.
Language is very reliant on tone.
Language alone is rarely enough to express feelings.

6. Language and communication
Getting a job, keeping a job and being promoted all depend on good communication skills.
Correct English usage and clear organisation of material is expected in business.
Communication is also about innovation.
When choosing language, you need to consider:
Audience
Purpose
Tone
Context.

7. Non-verbal communication
Non-verbal communication includes:
body language
touch
vocal qualities
distance and territory
time
use of environment
possessions and status symbols
appearance.

8. Body language Facial expressions Mouth Eyes Gestures Arm movements
Larger body movements
Touch
Vocal qualities
Posture
Orientation

9. Distance and territory

10. Distance and territory
Intimate distance (0 to 45 cm). This is reserved for intimate relationships.
Personal distance (75 cm to 1.2 m). This is sometimes called ‘personal space’.
Social distance (1.2 m to 2.1 m). This is the space most often used in business .
Public distance (3.6 m to 4.5 m). This is the amount of space we feel comfortable maintaining with strangers.

11. Interpreting non-verbal communication
Non-verbal communication operates in clusters.
Sometimes we send ‘mixed messages’, i.e. the words we say and our non-verbal communication may be different.
People tend to believe non-verbal communication rather than words if there is a difference between them.
Differences in non-verbal communication are often connected to gender and culture as well.

12. How and why non-verbal communication varies
We change our non-verbal communication according to:
Social and physical context – formal or informal, work or play, public or private.
Psychological situation – relaxed or tense, serious or humorous.
Relationships – friends or strangers, same or different ages, close or distant.

13. Understanding and interpreting non-verbal communication
Non-verbal communication can provide us with at least three different types of information:
factual
emotional
personal

14. Physical appearance
Other people judge us by what we wear and how we wear it.
Our standard of dress and personal grooming can reveal how important a situation is to us.
People may form stereotyped views of us, based on our clothes.
Elegant and expensive clothing can also cause us to be prejudged and may act as a barrier.
Our clothes need to suit our personality, the context and the situation.

15. Understanding others
Understanding others’ non-verbal communication helps you communicate better because:
you recognise when it is not a good time to bring a subject up
you can choose the best way to communicate with them, e.g. writing or face-to-face
you accept comments that are made under emotional or stressful conditions and make allowances for people
you know when it is others’ turn to talk or participate
you understand the limit or extent of relationships
you get a more complete message.

16. Non-verbal communication’s positive effects
You can increase the positive effects of your non-verbal communication by increasing the number of times you:
smile
nod your head when listening
gesture in support
sit in an appropriate posture, e.g. head up, body forward
listen closely
act in an understanding and empathetic manner.

17. Summary
Learning to read others’ non-verbal communication and to interpret it accurately is important.
Differences in non-verbal communication occur because of differences in gender, culture, personality and communication style.
When there are significant differences in verbal and non-verbal communication, people tend to believe non-verbal communication.
Reading non-verbal communication and modifying your own non-verbal communication helps avoid communication barriers and breakdowns as well as delivering a clear and consistent message to your audience.