Communication is simply the

act of transferring
information from one place
to another.
Communication is the transmission of an idea or feeling
so that the sender and receiver share the same
understanding.

Communication is not a mysterious process.

It takes place when the ideas from your mind are transferred to
another’s and arrive intact, complete, and coherent.
HOW DO WE COMMUNICATE?

Noise
 Features of Effective Communication

• Active Listening

• Eye contact

• Posture

• Simple language

• Questioning skills
Benefits of Communication

– Ability to solve problems

– Productivity
– Relationships with others
– Ability to meet your goals and
achieve your dreams
– Level of satisfaction with your life
 BARRIERS TO COMMUNICATION

• Noise
• Inappropriate medium
• Assumptions/Misconceptions
• Emotions
• Language differences
• Cultural differences
• Poor listening skills
• Use of jargon
• Distractions
Types of Communication

One-way communication

Two-way communication

One to many
 THE DIFFERENT CATEGORIES OF
COMMUNICATION

• Spoken or Verbal Communication: face-to-face,

telephone, radio or television and other media.

• Non-Verbal Communication: body language,

gestures, how we dress or act - even our scent.

• Written Communication: letters, e-mails, books,

magazines, the Internet or via other
 VERBAL COMMUNICATION
•Verbal communication refers to the form of
communication in which message is
transmitted verbally; communication is done
by word of mouth and a piece of writing.
 • VERBAL COMMUNICATION IS FURTHER
DIVIDED INTO:

1. Oral Communication
In oral communication, spoken words are
used. It includes face-to-face conversations, speech,
radio
•Written Communication In
written communication,
written signs or symbols are
used to communicate.
A written message may be
printed or hand written.
 NON VERBAL COMMUNICATION
• Nonverbal communication is the
communication other than oral and written,
such as gesture, body language, posture,
tone of voice or facial expressions.
Nonverbal communication is all about the
body language of speaker.
Face & Eyes (occulistics)
Probably the most noticed parts of the body
Meeting sb’s glance is not appreciated in all cultures (in ours it
means involvement)
Ekman & Friesen have identified six basic emotions that facial
expressions reflect:
Surprise
Fear
Anger
Disgust
Happiness
Sadness
(possible combinations of these –affect blends)
Voice ( Paralanguage)
Paralanguage (nonverbal, vocal messages)
E.g. Sarcasm (emphasis and tone of voice can change a
statement’s meaning)
Research shows that listeners pay more attention to the vocal
messages than to the words that are spoken) and vocal message
carries more weight
Voice communicates through:
Speed
Volume
Pitch
Number/length of pauses
Disfluencies/exclamations (er, um, ah..)
Touch (haptics)

Touch plays an important role

Consider males and females
Clothing (Appearance)
Besides protecting us from the elements, clothing is a means of
nonverbal com.
We make assumptions about people based on clothing
Messages it can convey:
Economic status
Educational level
Social status
Moral standards
Athletic ability and other interests
Belief system (political, philosophical, religious)
Level of sophistication
Posture & Gestures (Kinesics)

Kinesics (study of body movement)

Posture is a rich channel for conveying
nonverbal com.

Note: Posture echoes (mirroring of sb else’s

posture can have positive effects)
 Distance (proxemics)
Distance zones (Edward hall)
Intimate distance (begins with skin contact -18 inches) people are
emotionally close. Allowing people in this zone is a sign of trust
Personal distance (18 inch-4 feet). Most couples stand in public
Social distance (4-12 feet). Business situations. More formal and impersonal
situations
Public distance (+ 12 feet)
 Time (chronemics)
How people use and structure time
E.g. waiting can indicate status in a culture
that values time ( person looks at his watch
from time to time)
 Punctuality

Western Asian
• NONVERBAL COMMUNICATION HAS THE
FOLLOWING THREE ELEMENTS:
1.APPEARANCE
Speaker: clothing, hairstyle, neatness, use of
cosmetics.
Surrounding: room size, lighting, decorations,
furnishings

2.BODY LANGUAGE
facial expressions, gestures, postures

3.SOUNDS
Voice Tone, Volume, Speech rate
 Types of
Body Language
 Improving Body Language - Tips

• Keep appropriate distance

• Touch only when appropriate
• Take care of your appearance
• Be aware - people may give false cues
• Maintain eye contact
• Smile genuinely
 BODY LANGUAGE

When you are in conversation your body

sends signals to the other
person. We can give positive
and negative signals when
we talk to people.
 Crossed Arms:
This is a negative body language
gesture that indicates defensiveness
or stress.

Clasped Hands Behind Back:

This indicates confidence and
authoritative behavior.
 Touching or slightly rubbing nose

It means rejection, doubt

or lying

Finger-tapping
It demonstrates that a person is
growing impatient or tired of
waiting.
Sitting with Ankles Crossed
Commonly known as the
"ankle lock", it is a
defensive signal associated
with insecurity.

Biting the Nails

While it can be a habit for
some, more often than not,
this gesture is a proof of
insecurity and nervousness.
 Covering the Mouth
This gesture is used to hide an emotional
reaction, such as a frown or a smile. It is also
used to express surprise and amazement, as
seen in the image

Stroking the Chin

This indicates that the
person is trying to make a
decision.
FACIAL EXPRESSIONS IN
COMMUNICATION
FACIAL EXPRESSIONS
ROLE PLAY
•7% of meaning is in the
words that are spoken.
•38% is the way that the
words are said, tone of
voice, and
•55% is in facial
expression!
1) Confusion

• This expression is often shown by the

scrunching of the forehead and nose,
sometimes with one raised eyebrow, and
lips pursed together.
2) Anger

This is a universal emotion that is usually

demonstrated by eyebrows squeezed together,
forming a crease, with eyelids tight and
straightened. An angry person’s head is
slightly lowered with the eyes looking through
the lowered brow.
3) Surprise

A person looks surprised when they have

widened eyes and a gaping mouth. This
emotion is also related to shock and fear.
We are usually not conscious when we
make this face since it is an
instantaneous reaction.
4) Shame

Shame is universal expression that is seen

when the eyes are turned downward with a
sad or worried look. The head usually faces
down, frowning or with a neutral mouth. This
expression is closely associated with
submission, defeat or admission of loss.
5) Fear

Fear is expressed with widened eyes and

slanted eyebrows that go upward. One’s
mouth is usually slightly open. The facial
expression is like surprise, which is associated
with instinct and a desire to escape or avoid
something.
6) Sadness

• Sadness is usually displayed by a frown and

upward slanting of the eyebrows. It is usually
coupled with feelings of helplessness and loss.
The face droops downward, but not
accentuating specific areas.
7)Happiness

• This is perhaps the most universal expression

that is interpreted with the same meaning
across various cultures. It is expressed with a
smile and crescent-shaped eyes that may be
demonstrated even by infants.
8) Disgust

• People may display disgust in various ways,

but a typically disgusted person may have his
eyebrows pulled down and his nose wrinkled.
The upper lip may be pulled up but in general,
the lips stay loose.
9)Boredom

• A bored facial expression is shown by half-

open eyelids, just like the face of a tired
person. The difference is the raised eyebrows,
which shows a feeling of dissatisfaction or a
lack of excitement.
10) Emberrasment

• An embarrassed facial expression uses a

forced smile, which is a grin made without
lifting the corners of the mouth. Some people
may blush or turn red, others may also look
sad.
Nonverbal Behavior and Perception
A “Matching” Quiz

1. Insecurity 2. Defensiveness 3. Cooperation

4. Confidence 5. Nervousness 6. Frustration

Short breaths, “tsk” sound, clenched hands, wringing hands

Hands behind back, hands on lapels of
coat, broad gestures
Arms crossed, sideways stance, touching and rubbing
nose, rubbing eyes, drawing away
Open hands, upper body in sprinter’s position, sitting on
edge of chair, hand-to-face gestures
Clearing throat, “whew” sound, whistling, smoking,
fidgeting, tugging ears
Pinching flesh, chewing pen, biting fingernails