BUSINESS
COMMUNICATION
SKILLS
Unit 2: Verbal and Nonverbal Communication
Human Communication

Conscious or unconscious, intentional or
unintentional process in which feelings
and ideas are expressed in verbal and non
verbal messages.
Verbal Communication

Oral, written, electronic, video.
◦ All forms of speech between a sender and
receiver
◦ Leaves no permanent, retrievable record of the
message and response unless recorded
◦ More effective than written
◦ Nonverbal can affect the final interpretation of
the message
Verbal Communication

Oral

Written

Electronic

Video
Verbal Communication

Oral
◦ Method of communicating with individuals face to
face directly.
◦ Involves speeches, presentations, passing
information from a person to another. The purpose
of oral communication is to deliver messages and
thoughts, or a certain piece of information with
confidence.
◦ It is a way of interacting and an effective manner to
connect with people.
Verbal Communication

Written
◦ Any form of handwriting, printed memo, or
report
◦ Includes messages sent over an electronic
medium
◦ Receiver's response is more delayed in written
than in oral communication
◦ Receiver must first read the message before
interpreting and responding to it
Verbal Communication

Electronic or Video
◦ Electronic and video communication are
becoming more important
◦ E-mail, computer networks, fax machines,
computer conferencing, videoconferencing
◦ Are available as desktop systems
Nonverbal Communication

Behaviour that communicates but does
not use written or spoken words
◦ Gestures
◦ Posture
◦ Seating position
◦ Pitch of voice
◦ Speed of speech
◦ Physical environment
Nonverbal Communication

All things other than words and language
that can convey meaning.
◦ Creates unique communication style, often
unknowingly
◦ Can contradict, amplify, or complement verbal
communication
Nonverbal Communication

Physical aspects of a person
◦ Voice: speed, fluency, references to self
◦ Facial expressions: smile, frown
◦ Gestures: hand movements
◦ Body movements: distance
◦ Posture: leaning forward
Nonverbal Communication

Physical environment of communication
◦ All aspects of using space, including distance
between sender and receiver (proxemics)

Time
◦ Orientation to and meaning of time
Nonverbal Communication

Functions
◦ Complement
◦ Substitute
◦ Accent
◦ Perform rituals
◦ Repeat Verbal Messages
Nonverbal Communication

Complement
◦ Nonverbal cues complement a verbal message
by adding meaning to it.

Substitute
◦ When we replace verbal communication with
nonverbal communication, we use nonverbal
behaviors that are easily recognized by others
such as a wave, head-nod, or head-shake.
Nonverbal Communication

Accenting
◦ Whenever people communicate something they
consider important they are likely to accent it
by emphasizing certain parts of the verbal
message.

Performing Rituals
◦ Shaking hands in the sealing of a deal as well
as different nonverbal forms used as a forms of
greeting.
Nonverbal Communication

Repeating
◦ Non verbal communication can be used to
repeat a verbal message by using specific
gestures to strengthen a verbal message such
as pointing to the object of discussion.
Other Functions of Communication

Sharing information

Giving feedback

Persuasion

Emotional expression

Innovation

Education and Training

Preservation of Culture
Other Functions of Communication

Sharing Information
◦ Mission
◦ Strategies
◦ Policies
◦ Tasks, duties, responsibilities
◦ Both inside and outside the organization
Other Functions of Communication

Giving Feedback
◦ Reduces uncertainty
◦ Integration and coordination of various
functions
Other Functions of Communication

Persuasion
◦ Affecting the behaviour of others
◦ Often the focus of improvement in
communication skills
◦ Related to business presentations
Other Functions of Communication

Expression
◦ Allows employees to express their feelings

Innovation
◦ Communicate innovations to those inside and
outside the organization
Other Functions of Communication

Education and Training
◦ Communication results in sharing of
information which makes people
knowledgeable and productive members of
society.

Preservation of Culture
◦ Communication helps to preserve culture and
heritage of a nation and society.
THE END