2.2.7. Written Communication The communication that takes place with the i n : t help of writ either hand written or printed, is known as iin hel hg » elements that facilitate written communication are memos, letters, | pulletins, circulars, instruction booklets, reports, manuals handbooks, | magazines, etc. ; : | Any kind of interaction taking place or information being exchanged in written form can be referred to as written communication. Communication is the solution to any attempt that involves at least two . Written communication is very important in the current scenario and is gaining even more importance as the trend of information age is evolving. | Written form of communication is the most popular among all the other types of business communications. Owners as well as managers of small businesses need to become efficient in written communication and also motivate their employees to do the same. immensely been altered by the phasis on the written the oral forms of Communication methods have information age, which in turn put a lot of em, forms of communication as compared to communication. According to University of North Carolina, “Written communication defined as clear expression of ideas in writing: includes grammer, Organisation, and structure”.2.7.1. elow mentioned are the characteristics o ) 4) 6) 1) 8) eS ese Characteristics of Written Communtes tl? jon: I f written commun edly or all, Most Formal Form of Communication: Casuals Nn the othe other informal communications often take place orally aforred Whey | hand, written modes of communication are usually PF { formal communication is required, jeation E ‘ ; sone Is Exercised for Documentation: Written ¢ purposes Ty exerci for the documentition at in order Ig organisations, written communication 1s requ : ne stn pecords. document important decisions and to maintain ree } ~ . ; | apeg used (0 circulate Used to Circulate Information: Ir is also U eae sation, It is the preferres method for ‘ it protects the information fron information within the organi cireul fal ting the information becau ification and unwanted alterations. Conventional in Nature: Grammar does not have as many rules for} oral communication as it has for written communication. Written | communication strictly needs to follow a set pattern defined by the grammatical rules of a language. Sender and Receiver Need not be Present at the Same Time: In, order to proceed with the proc: of written communication, the availability of either the sender or the receiver is enough at a time This is one of the important features of written communication. Creative Activity: Being a creative activity, communication needs creative as produces stimuli that impart communication gets its stimuli through the sensory receptors. the — written well as conscious efforts. Mind creativity to this effort. Onl from the outside environmet! Involves Time Factor: The time factor that is involved in writtel communication is another important characteristic. In case of oft communication, the receiver takes very little or no time for decodit the message. Whereas, the written forms of communication take! time and the time that might be taken has no limit ace | less than that in oral ‘cation % eee ta eee A a han that in oral communicatio™ 4 lves numerous exchanges of symbols results into multiple cycles. On the other hand, communication mostly has is # has one cycle, ive., fi F ssage ! z ‘ , Le., firstly a messag and then its reply is received. aly It has Fewer Cycles: The number of cycles that take pl i! written communication w writeCirculars Noti Memor Complai E-mails Questionnaire/Form Minutes, Staff Newsletters Brochures/Leath Press Rele: Reports, organisations to. identify their duty as co: members, as interdependence between local national and global market is increasing and s environment. A professional writer hi _ this corporate social responsibility. Bel _ types of external communication: i) Business Letters: Business letters are the formal letters, drafted to attain a definite goal. The main purpose of business letters is (o carry out some specific business and these are usually sent to known business persons. Letters are the basic form of written external communication that is most commonly used between friends to discuss personal matters or between companies or individuals discussing business related matters. mmunity’s responsible economies, businesses, ‘0 is the concern for the aS a major part in performing ‘low mentioned are the different Recruitment and Employment Correspondance. ee types of letters are exchanged between an SE ee candidat The basic recruitment and aia ee by Communication is done through application letter fol ease An different letters that are needed during the iu ceneotpnecess of immense correspondence is needed during the ent employment.rie eS Proposals: Proposals are the offers made by one ee “provide desired product or service to the Panny ‘pro . Second par, exchange for money. In business terms, proposal is 4 tie x letter, which is given to an organisation or advertised jn 5 4) attract public attention towards any innovative m asin oe ‘ or activity associated with the organisation. + lies iv) Technical Article: Research and technical articles hay. importance in the fields of technology, science, managere 6 and humanities since they enhance the current knowhow insights of a particular subject or topic. However, writ, research paper for publication in a professional joum,; presenting it in a conference or seminar is a tough task. vy) Facsimiles/Fax: Facsimile or fax is the picture of a docur, scanned and sent from one location to another thro electronic media or a fax machine. By using a fax, business can correspond with each other in an effective and ¢ manner. Fax permits data transmission to long distances extremely short durations. vi) Telegrams: A message sent by radio or electricity which is printed and dispatched to the office or home of the rece: called telegram. These also play an important part in business communication. vii) Telex Messages: The system of communication that invol teletypewriter connected to a telephonic network, through ¥ signals are sent and received, is known as a telex. k considered as an international system of telegraphy. ¥> message in printed forms are sent and received by telepz through public telecommunication network. | viii) Brochures/Leaflets: Brochures or leaflets are similar t0 cards or open letters, which are circulated among people. throes hand, post, or by inserting them in newspapers, leaving =" . venues, restaurants shops, libraries, cafes, etc., in such a W@) ° they attract people’s attention. They are specially design grab attention of the people, who do not have enough time © F all advertisements. It provides a great chance to express *", and gains attention of events, causes, or organisation pamphlet or booklet is extremely adaptable and can be ¥* promote any sort of marketing programme. Usually: ” designed in the form of a piece of paper with multiple © carrying pictures and information. It also serves the PUP convincing readers about a certain idea. aeLanguage of Communication (Unit 2) ix) Press Release: This is an extrem public and media relations, It which would help in the Publicity organisations. Several companies to fulfil their need for 69 ‘ant tool used in attracting media’s interest of events, products, and also use them a8 media outlets communication while ro Fulfil thetr oA je simultaneousl endorsing their corporate so 1 responsibility. Reports required by SEC, carning announcements, changes in corporate governance, and merger plans are i all communicated throu ress releases. These «. h eh pre S_ releases These can also be used to communicate an organisation ons and to make sure that itemely import aims at ; r strategic directi corporation’s image is maintained, x) Reports: Reports are the description of a scenario or event. They are the most crucial tools that can be used to fulfil all types of communicative needs of a company. They are widely used in the process of decision-making at every managerial level of an organisation, 2) Internal Written Communication: played by internal writing. Its primary function is to provide information to employees regarding organisation’s current business performance. The other function is to serve as the memory of the organisation for the objective of designing, quality control, production, implementation, litigation, and transportation. Hence, it is also called organisation’s history. Below mentioned are the different types of internal communication: i) Circulars: There are certain notices that ask for the staff s opinion on a particular matter. They need to be circulated in the organisation so that every employee retains its copy and can provide his opinion on the concerned matter. A secretary might be required to develop questionnaires and get them filled by the staff members, whose opinions or comments are welcomed for improving the provided suggestions. There are two major functions ii) Notices: Notices can be in various forms such as written, oral, or a notification published or issued in news eae rac wo meeting, a notice is given to everyone about who has 2 mE it we attend the meeting. The date, place, and time of the moeing 3° informed to the members through the notice. Tt also coe meeting’s agenda and other important highlights. This help members to prepare themselves for the meeting. 5 si joranda or iii) Business Memorandum/Memos: Business SEO sas memorandum, also called memos or memo, cae ned within the a written communication that is specially desig!First Semester (1) business. They serve several purposes such directions, jnforming employees, — outlinin, A) Gy AS proyy ing supplying responses, requesting data, and confirming death Sig, jv) Complaints: In day-to-day work scenarios, MANY sin: a occur where people have complaints. The manner in, lon these complaints are dealt confirms if the client op hia would go back with a stronger relationship with Nagy organisation oF the relationships would be lost Tre Nevertheless, this happens only when the person handling \ ] complaint consider complaints as positive aspect and iy tn an active listener. y) E-mails: Electronic mails or e-mails are the exchange af | messages stored in computers by telecommunication, Ut ig | service that aids in sending and receiving Messages in a promy, and secure manner through a computer or electronic channel, It can technically be defined as a network service which permis J two or more users to correspond with each other through messages, which are sent and received using a computer of another similar device. vi) Questionnaire/Form: Questionnaire is an instrument used 0 collect data. It comprises a set of questions that are to be asked from the respondent and proper space for each response is Ket after each question. A questionnaire is the technique wel © collect particular information regarding a distinct problem it such a way that after analysing and interpreting the data, & proper result is obtained. This result provides a better insight the problem. vii) Minutes: A written manuscript that records the core janes ing: i , 5 all the meeting in a precise and objective manuel call minutes. They are ‘helpful because they aid the people remembering what was discussed in the meeting aw decisions made which might otherwise be forgotten also inform absentees about the highlights anal onto’ v the meeting. Se i) Staff Newsletters: It is a company’s publication for members and contains all the necessary information WY eel Company issues newsletters periodically. Wt updates about the routine activities, business scenarios. ad ONY performance of the company,~peamunicadon: (Unit 2) Advantages of Written Coie: : a < of written communication are as Touication cannot be Distorted: Modifying bebe js not possible. Hence, it cannot be ds ent of a written Sorted, ee -gatent cont economical Po UN ; Written communication js @ very ion. It is more feasible when both iL cheap form of jamunication process are not in the same ee Patties involved ion. ao “lear: Messages th: specie and C 7 gt at are to be ‘ Poe’ form are drafted more carefully than the emanated _ in an the written messages more precise and clear oral ones. This Record can be Maintained: Written communication might al \ an extension to orally communicated message and Sees act s i =e so assists in ning records. A reliable record can be maintained aes communication which can be used fo: . 5 sed for future reference as in legal matters. ference as Disadvantages of Written Communication of written communication are as follows: Aessages communicated in the written form are not time increases the overall cost of the communication process. ween the parties involved cannot be developed through written oC nication. | 3) Difficulty in Amendment: After being dispatched, 2 written message cannot be amended or corrected for any mistake. 4) Causes Misunderstandings: A written communication that is not properly drafted leaves scope for confusion and misinterpretation in the mind of the receiver. 5) Feedback: Instant feedback is not possible in case of written f communication. Feedback requires time. 221. Difference Between Written and Oral Communication | Basis Written T Oral Communication | 7 Communication — |) Expression [Messages are expressed | Messages are expressed J) | oral words. 1 C5 iz in written form. a 7 pant Can be precise [Cannot be precise. ; ime More time consuming __| Less time consumingFirst Semester (English) IKGPTy 4) Completeness | Written communication | Oral communication mi is easy to understand if | remain incomplete and h ae | =F 7 expressed in clear terms. | difficult to comprehend es | ormal Tt is usually formal in| It i inform Informal nature. mene penal: aaformals 6) Impact Generally taken | It might it be take ae ig] en casually, 7) Verification |It can be verified from | It cannot be verified the records. : | NON-VERBAL COMM 2.3.1. Meaning of Non-Verbal Communication Another special way of communication in which no words and sentences are used, is termed as non-verbal communication. It is also known by some other names such as indirect method of communication, communication by implication, or wordless communication. The sender can convey the message by using facial gestures and doing movements of limbs and body in a certain way. Such postures and signals also indicate the communication behaviour of the sender. ‘A communication that takes place without using any words or a language can be termed as non-verbal communication. Most of the communication that takes place among human beings is non-verbal communication. It may seem to be strange but according to a survey, about 70% of human communication takes place through non-verbal methods. Sometimes different colours are used to send across a message. For example, in traffic signals red light indicates ‘to stop immediately’, yellow lig indicates ‘to get set’, and green light indicates that one should ‘move’. Similarly, different symbols are used in traffic control and for warning people in certain conditions such as blind turn, school ahead, etc. In the tions such as —, T, +, < indicate same way arrows in different direct movement in respective directions. The factors that stimulate the non-verbal communication are 0! significance for the sender as well as for the receiver. These factors cat arise from within the sender and/or from the environment where oe communication is taking place. In other words, non-verbal communication takes place when a sender and a receiver communica! with each other without using the words and sentences.-Sometimes net verbal communication is done intentionally whereas sometimes it a < unintentional that even the speakers and listeners are not aware ofLanguage of Communication (Unit 2) " B There are various elements that facilita a tate the verbal c icati a eon ‘ommunication such as ee a olme of v nuance, proximity, touch, gestures, be exp , » intonat mell or fragrance in the air, ete : oice, vocal tion, Non-verbal communication is 1) Non-verbal messages prov 2) Non-verbal messages and silence). basically divided into two i ae duced by the body. etc produced by the broad Setting (time, space, According to Vaughan and Hogg, “Non-verbal communication is the transfer of meaningful information from one person to another by means other than written or spoken”, According to Cabbab and Cabbab, our primary mode to communicate fe usually do not express verbally”. “Non-verbal communication is elings and emotions which we 2.3.2. Characteristics of Non-Verbal Communication Non-verbal communication possesses the following characteristics: 1) It Primarily Communicates Emotions and Attitudes: Messages that are communicated non-verbally can convey one’s emotions such as unhappiness, praise, hatred, disappointment, etc., toward certain conditions or circumstances. One’s ideas or Opinion about a topic cannot be conveyed non-verbally. 2) It Substitutes, Contradicts, Emphasises, or Regulates Verbal Messages: Non-verbal cues act as a substitute to the verbal message. Mostly non-verbal gestures such as raising an index finger, nodding, moving ahead, bending forward, raising eyebrows, maintaining or changing eye contact, etc., regulate the flow of the communication. For example, a person may praise the cook after tasting a dish but his/her facial expression shows that the food was not as per the expectation. 3) Non-Verbal Cues are often Ambiguous: Certain cues or gestures are very difficult to interpret. Sometimes a ‘wave of the hand’ ora ‘wink of an eye’ may be understood in a completely different manner. Often it is observed that a person’s verbal and non-verbal gestures do not complement each other and act as a barrier to effective communication. : i fi ral 4) Non-Verbal Cues are Continuous: It is a master sof sens et observation that even if the speaker stops conversing, Lis) ee verbal gestures continue to convey a certain message. iPerson tries to mask a verbal message, even then it sends out 4 | Message. If there is a long silence at the dining table then it clear tells, without using any words, that there is some issue between the | family members. 5) Non-Verbal Communication is viewed as more Reliable: Nop, verbal cues are considered more réliable in cases where an, mismatch between verbal and non-verbal message of a Speaker occurs. People tend to believe only non-verbal communication 4s they cannot be imitated and are real. 6) Non-Verbal Cues are Culture Bound: Non-verbal gestures generally cut across the various cultures of the world and correctly convey positive and negative message in a uniform way. For example, smile of a person always indicates his/her happin while frowning on the other hand is an indicator of unhappin However, there are certain gestures that have different meanings in different cultures. Some gestures which are quite positive in one culture may be termed obscene in another. 7) Non-Verbal Communication is Strongly Related to Verbal Communication: Non-verbal gestures play the role of substitute in order to contradict, stress, or complement verbal message. 2.3.3. Types of Non-Verbal Communication Nonverbal communication represents two-thirds of all communication. Nonverbal communication can portray a message both vocally and with the correct body signals or gestures. Body signals comprise physical features, conscious and unconscious gestures and signals, and the mediation of personal space. The wrong message can also be established if the body language conveyed does not match a_ verbal message. Nonverbal communication strengthens a first impression in common situations like attracting a partner or in a business interview: impressions are on average formed within the first four seconds of contact. First encounters or interactions with another Person strongly affect 4 person’s perception. Nien the other person or group is absorbing the message, they are fo cused on the entire environment around them, meaning the other Person uses all five senses in the interaction: 83% sight, 11% hearing, 3% smell, 2% touch and 1% taste.Language of Communication (Unit 2) The types of non-verbal ae communication * communication are _ Types of Non-Verbat Communication Signs and Symbols/Sign Language — Body Language/Kinesics — Proxemicw/Space Language HapticsTouch Language eee Cen Physical Appearance 2.3.3.1. _Signs and Symbols/Sign Language In some situations. signs and symbols ing i 9 create a lasti -a- days only use of verbal istered communication is not considered enou; y ust r s gh for a long lasting impression. So, all forms of codes that include visual signs, signals, etc., which are used in Place of words, numbers and signs of punctuations, come under the ‘sign language’. Communication is a Process where mes: exchanged through sign/symbols that are sender and the receiver. Most of the time, do not belong to a particular language like French, Hindi or English. These signs are not restricted by words and encompass different visual and audio signs. Man has been using drawings, sounds, pictures, etc., to communicate since the most ancient times. Sages and meanings are mutually understood by the the signals or symbols used The different signs used are as follows: i) Eat, Hungry, Food, and Restaurant: Patting the stomach, showing motion to open mouth. ii) Do not Know: Shrugging shoulders, raising hands and eyebrows. iii) Money, Expensive, How Much: Rubbing thumb and fingers together. iv) Little: Holding thumb and forefinger close together. v) Time: Tapping of wrist. Aspects of Signs and Symbols/Sign Language Signs can be of two types in communication: sors of culture and 1) Visual Signs: Visual signs transcend the barri eset languages and can be easily understood by See esdoges anit Visual signs help in conveying encase bo of various types communicating general information. These cs atte representations, like posters, sketches, cartoons, diagramcopies, maps, be seen in the Economics an ‘First Semester (Enj ish) 1KG etc. Mi i ri 1 ‘APs are an important visual sign and can usually stud: ji Bi sd Hickory eects Hike Geography, Social sciences Tike Likewise, ni ‘ Ise, nice looking colour photographs are used in various aoe like tourism, hotel industry and motor companies. These wings are directed towards a certain section of the society and understood by it as well. Thus, it can be said that there is limited appeal of such drawings and photographs. 2) Audio Signs: Man has used various types of sound signals to convey his information across since ancient times. This has also the advantage of being easily grasped by the target audience. The various types of audio signs are drum beats, bells, hoots, whistles, sirens, alarms, buzzers, etc. The main purpose behind using such signals is to warn the listener and alert him to take the proper action. For example, there are many audio alarms in the nature of car alarm, theft alarm, fire alarm, etc. An alarm clock is a perfect example of an audio alarm that helps us to schedule our work. Certain sound signalling systems like | buzzer, push button bell, electrically operated bell, etc., have become an essential part of offices. Importance of Sign Language 1) Sign language is quite useful in case of communicating with autistic children as it uses various gestures which are integral part of vocal communication. These are greatly helpful for speech development. 2) Signs also allow the person to communicate at a pace that is mor conversational unlike other forms of communication. 3) Sign language also has the advantage of being more easily accepted form of communication. There is also no stigma attached to this form of communication. 4) Sign language is also not in required of external stimulus in ; form of pictures and other cues. ] 2.3.3.2. Body language/ Kinesics bot! Kinesics or body language can be defined as an analysis of the ysis movement. It is a method of conveying the message withow er i verbal communication. This is done by using movements of a | parts of the body. Almost all types of human emotions svel ‘ happiness, shock, surprise, regret, fear, sadness, etc., caD be oe through body language. These are expressed through special m° of body and its limbs as well as through facial expressions.Language of Communication (Unit 2) fers verbal si; ; um ‘Jt fefers fo non-vert ens that we use in ¢ : scl met si ae conveying. a ge. spats: the Mental and Physical cepability:of an individual teeny non-verbal c ae Different types of gestures eye 7 . luring a body postures, etc., are an integral part of kine Such types, ements, are widely used unintentionally ‘Ypes of signals while communicati : are interpreted in a i : inicating with people and they are Interp Certain way during their tr: ' ; ‘ansmission. For example, if a good boss is Teprimanding 5 Fi . z S showing a sign of anger on his face, it shows he is worried ab he improvement of performance of his e1 aaa Mployees and it is taken positive by the concerned employees and leads to Positive results ae his employees without £lements of Body Language Body language can be of the following types: J) Gestures: Gestures need not only emanate from the face or the eyes, other parts of the human body also represent gestures. This can be in the way the individual moves his arms, his feet, his torso, etc. Gestures play a big role in communicating a message without use of words. For example, if one shows a thumb and a forefinger touching to make a circle it means OK. In the same way, if one founds a fist on the table, it signifies while a forefinger held high above the head shows ‘Numbi f Similarly, if one’s arms are spread apart these convey the meaning of ‘wide’ and if one shuffles from one leg to another it shows one’s nervousness. Similarly one is understood to be in ‘tension’ or ‘intense’ if one’s torso is erect and bent slightly ahead. | 2) Facial Expressions: There is a saying that “the face is the index of the heart”. In other words the face reflects what our innermost feelings are. These expressions of face play a vital role in face-to-face interaction. A lot of information can be passed on through expressions without saying i a word. For example, facial expressions can convey a variety of emotions like delight, surprise, grief, satisfaction, etc. | 3) Eye Contact: Eye contact has a great deal of importance in the art t of communication. In fact when we communicate with someone we i tely a lot on eye contact to gauge the meaning of the message that é | being transmitted. The movement of eyes, eye balls, lation ‘or contraction of eye pupils, movement of eyebrows and eyelids convey the deepest feelings of one’s mind. Posture: Posture refers to the way a person stands, walks Sas down. The posture reveals a lot about an individual. Mae a kind reflection of the person’s attitude and mental state but also of control that he has on the topic that he is speaking-me = "First Semester (English) TIKGPTY js Code: The dress that the person wears also has a role to Play} 3) in communication. The dress includes the clothes that a person jy Wearing, the hair style, any accessories that one uses like watches, jewellery, perfumes etc. Though they may seem to not have a direc, bearing o: mn body language but they have a deep impact on the way the body language is perceived by the audience. Importance of Body-Language/Kinesics 1) Regulates the Flow of Communication: Body language has a very important role of regulating and. timing the flow of communication, For example, when two or more people interact, the body language cues indicate when the communicator has started and finished speaking. 2) Substitutes Verbal Communication: Body language can also be used as a substitute of verbal communication. For example, while talking with a person who is not interesting or tends to be boring, one can utilise body language to convey one’s lack of interest by glancing at the watch or looking in some other direction. 3) Conflicting: Sometimes the body language is not synchronised with our verbal communication. At moments like this there can be a conflict. For example, you may tell someone that they made a great presentation but our body language may convey a totally different meaning. At moments like this people give greater importance to the body language than the words that are spoken. 4) Accenting/Moderating: Body language also plays a role of] magnifying or moderating verbal communication. For example, 4 person may use a finger or a pointer to point something that is important in a presentation. Similarly a person may touch the arm of a child to point out a mistake. Guidelines for Body Language The guidelines for body language are as follows: 1) Doing the Power Pose: People can perform a power pose ! spreading their arms out or upwards and standing firmly. Doing for one to two minutes will significantly boost up their confidence: 2) Increase the Energy Level: Different persons feel energy different forms. People may feel highly energetic about themselv™ may rate their energy levels to the fullest (8 or 9 out of 10): 8 others may not rate their energy levels to that extent. Thus: individual should increase his/her energy levels.f Communication (Unit zy . to Smile in Tough Sityy mations instead of frowpiy peal facial expressions jp ee by making the Person ensequentlY, the person Josey uae tions: ¢ Me ig, Stina thie think levels that ey this in temper in not WL ig Ones % brain ite, Gf fiersyy Act a5 Supermodel for Reducing Con supermodel means to stand at 4 Particular 7 ing as : sands on a camera. In order to ayojg the ng Oe 8 per rics Jashes, people must imitate Supermodels Woface Eagle with each other, inclined al Niet: OF Saer. and stand a an ji Never Raise Arms over the famous speakers like Steve Joh 3 their arms over their shoulders, Shoulders: \ People should % during pres Pi itnitate Venlations and never sift Act Natural: The words of a OTe Effective when they are supplemented with Correct gestures, People should act and talk in professional situations in the same Way as they do naturally, This will make them think more clearly, feel more asvertive, stay in better pace and use natural punctuations thereby communicating in a better way. Person can be mo 7) Using Props: Usually, people show a defensive or resisting posture when they sit or stand with their heads slanted forward and hands folded. Therefore, the speaker can involve the audience by asking } them questions and making them raise their hands so that they open- | up and become more engaged. i % 3 5 down or away f king Eye Contact: Most people tend to Jook up, ; > Dies el ea to speak, thus losing their eye contact. In order to avoid this, the speakers should take a pause, look away, appear attentive and then continue to make eye contact once they start to speak. 233.3. Paralanguage ‘ ae i _ Paralanguage can be defined as the meaning ae ee aes us Message is said whereas oral communication deal 1s e ampere the message. This feature explains the alrferepees Sociation between paralanguage and oral commu i age. This relation cannot use paralanguage without using oral a ereed computer _Petween the two is similar to the one which ex finger aaa ware and hardware. They do not have eres the purpose for which Cach other. This method helps in finding ou! ‘ment is made.First Semester (Engi 80 ees one, C This is a method which tells us how something is said Yathet ha . is the literal meaning, i.e., it stresses the ying some : i 8 ‘ involves the study of pitch, amplitude, rate, iol quality oe tn) it simply means that more atte is paid to the ce In other words, it simply eae eaene ae a of speaking rather than the words use’ ‘ . Components of Paralanguage cnows: ° various parts of paralanguage are as. zr 1) voice Gunlities: rious attributes of voice qualit 1) Voice Qualities: The va! atribe voids . ag range, modulation, the pronunciation of wo, h voice pitch, tone, range, ts ‘ the articulation of the same. — i ifiers: Voi lifiers refer to the short-term yar: Voice Qualifiers: Voice qualifier t t i 2) that a be seen in the voice pitch, voice decibel levels, jp,.7% . Anyone who is aware of the normal voice Quality o, ny peaividual cam easily decipher the voice qualifiers. fa 3) Vocal Characteristics: There are many characteristic sounds lik laughing, crying, shouting, moaning, whistling, ete. These known as vocal characteristics. Vocal characteristics are Useful conveying many human emotions. t 4) Vocal Segregates/Fillers: It refers to meaningless words or Sound which help in punctuating or keeping pace among words. Often iti noted that some expressions like “right?”, “you know what I meq or “Ok” are used to fill the silence of audience or listener as wel} «. helping the communicator to get a reaction from ty listener/audience. However, these are generally considered awkwari, parts of communication and work as hurdles in ones communication so one should try to avoid these unless one is very much confident about himself/herself and the understanding « one’s listener/audience otherwise it would only indicate the) _ nervousness of communicator and his/her lack of confidence. } Articulation: Articulation is the actual process through which wort! sounds etc., are formed. This includes the interplay of tongue, the jav,, the teeth and the air flow from the vocal chords. The articulation tents) to be of poor quality when the words are missed, garbled or mumbled. | >| Importance of Paralanguage The various benefits of paralanguage are as follows : | 1) There is a great deal of Proximity between paralanguage a language. It is an integral part of the message. | 2) It gives an idea about one’s national or regional background. | plays a significant role in understanding an individual and gives? hint how to deal with him/her. ¢paralanguage is also @ gauy ) ypich @ person belongs, Be Of the The paralanguage also reveals 4 lot of phe kind of voice quality and modal the Merainy of impact on the message that is reccivetiann Of the a Be yawn, ‘ a “ALEA hs 4 one can get various academic indicator : Mids Ny OF aly fron _areful listener may Je: ; carel 'y Jeam a lot from a good pes One's speech, f St, if 3.34 Proxemics/Space Language proxernics refers to the study of understanding the physical space around them and what a the them. Personal space feature can be defin doplers: jories or Zones are shown in figure 2.2: People, Four he trnvndecy feamre yee Public distance Social distance Personal distance Figure 2.2: Personal Feature Space Categories Usually, the people reserve their intimate zone for close relations and friends, which include a radius of up to 18 i personal space, which may exceed from 1'/; to 4 feet also involves family members and friends. Cultural variations Personal space of people. Some cultures are more Op?! info an individual’s personal distance on? ee fe Social distance zone of people generally extends from iblic distance Most of business transactions are held into this 209° ia ‘which 00 zone extends from 12 to 25 feet, which is the Yer observind can communicate face-to-face ‘effectively. ene © between them Physical space between two individuals, the relationshiP ee ee ee?ester EOE 82 First Sem™ Guidelines for Proxemics The rules for proxemics are as follows: yistance between This revel of ceyelationship or 1)_ Intimate Distance - 6 to 18 Inches Jos i two individuals indicates the existence ° * durin moments like great affinity between them. It can be secn 4 hugging, touching or whispering in the © s. seat distance that 2) Personal Distance - 1.5 to 4 F a the Oily or are very is seen between people who belon he sa erween people While good friends. The physical distance that ea Ss Peomfort OF intimacy they stand is also an indicator of the lev that exists between them. : ; 4 to 12 Feet: This extent of physical ee is 7 wn to each other j observed between people who are very well ie with ones ea a social setting. When a person is Int jstance will be aoey ihe level of affinity is high, the ey ey fe Aa On the other hand, if it is with a stranger ike a distance of 10 to 12 feet js more appropriate- Public Distance - 12 to 25 Feet: This is the ae that is seen when people are speaking on public platforms. xamples of this may be a lecturer taking a class of a person making a presentation to ‘an assembled audience. ‘eet: THIS gz tot Social Distance - w 4 Importance of Proxemics 1) The knowledge of prox or the way a commercial emics can be useful in designing of an office | outlet is planned selecting the colour co! The study of this science helps to develop a0 ct of various colours on the behaviour of tors like culture, behaviour, perception Proxemics also helps in mbination that should be used in workplaces. understanding of the impa people when keeping fac etc., in mind. 3) It is also helpful to an individual to create a good in a professional and personal life. 2 account of hirnsel! 2.3.3.5. Silence Silence is a state where no verbal communication takes place and ® pate ° words are being spoken. Communication can take place in a SU silence, Silence can be perceived as positive or negative aS i“ situation. Sometimes silence maybe interpreted as a consent to4 rea whereas, sometimes it may read as a negative response. For exat™ a anyone asks for a loan and we remain silent then it will be taken #5" acceptance of request. 5age of Communication (Unit 2) a in situations silence may alge Pein something or bs be int c re5\ cation and ca Treen td 88 disiny % aa re eto OUF Mouth and ig 25: TOMS thrones Our as an intrinsic fac ‘1 i 18 visi t ret has an intrinsic factor of excitement, Yl through Y2" our cig best spoken through sitene i 0” the other pan oUt eves, iy back OUF anger. But a ke, 8 We also rem ek of Main qui uiet nd can underst " 7 jsjour and cal lersta et AN casi . asi © 1M Such a sity, Non "rack our _asons of Silence ye is a very good tool to ons, beliefs and attitudes o; vcd will also differ from one pe silent because of the follow; 1) Deep thought eing afraid eticence ) Focus Lack of interest 6) Malice 7) Feeling humiliated 8) Paying respects Importance of Silence 1) This conveys the metal makeup of the person. Siler regarded a very important tool to give vent to many fia feelings and emotions. It also offers the person moments of relaxation ad helps in developing a perspective. 2) Silence is a passive medium. It is thus often interpreted as an outcome of suffering or respectfulness. L Bive vent to f human beings ny, hum nb an feeli Person eines. The wal iene Son (0 another, A person ene is ing reasons: ‘SON can choose 23.3.6. Time Language/Chronemics Another type of non-verbal communication is time language. In time language, people convey messages to others in a way that emphasises the importance of time. Thus, time is symbolised in this way. Most often, we listen to the maxim, ‘Time is money’. Here, people convey signals related to that importance of time, a specific point of time, and so on. Today, time management is the most significant aspect of effective business management. The importance of time cannot be undermined in the business ng tis in mind, the importance of time has led 0 nv le devices that saves time. Generally, all forms of formal ca decreasing the ime bound. Time plays a major role in increasinger an individual Teaches 8 st ference wheth arodtuctivity: Ie makes all the i ec om culture © CUltUTe, exp, pe I ic, Time consciousness relaxed attitude towards time we * Whi time or lal vafture have 4 F to the eastern cultur vine coms cious. belonging r " people of North America are Vk Guidelines for Time! Some guidelines for tin 1) Assigning time for ¢ 2) Wise use oftime. ; 3) Deadlines should be fixed and met. 4) Ato-do list should be maintal Categories of Time Sys' . There are mainly two cm es of time syste! cultures: ' . 1) Monochronic: Under this system, time 1S properly sequenceg, arranged and managed. In such a system all the things are done ing systematic way one ‘at a time and the time is divided into small units ic: In a polychronic system many things are done cept of time here adopts a fluid approach of angunZ’ described below: me languags sifferent ac ities. ned. tem + tegori m on the basis of differen, 2) Polychroni simultaneously. The con time scheduling. age/Chronemics This is done to elicit a change in the flow of the speaker may pause while speaking so question. On the other hand, when he tions, his pace will be faster. Importance of Time Langu: 1) Regulating Interaction: conversation. For instance, that the audience may ask him a does not want people to ask any ques' Expressing Intimacy: Changes are also made when relationships nature or become more intimate. The time that is spent on sit g Ee. ce spent in joint activity or for the other person and time that is pent in planning for the future are examples of changes that are made. 3) Affect Mana 3 5 igement: The adv. a 7 “has an impact. This can mani ent of strong feelings and emotions also joy or heart wrenching gri nifest in extreme emotions like boundless Tike reduced time of = They can also lead to negetye behaviout conversation, In these situations inordinate dela z 3 negative peeled situations individuals ee while nee and try to increase positivity in ela ti 0 reduce the lationships. 4) Evokin, ig Emotion: Ti: emotions in a oe eee also be employed : peeved when hisfhe ionship. For example, yed to communicate the T spouse is late, However init may a ei more profession setting, such b . pH haviour the same individual i can cause a very emoti . motional outburst fro!é ication (Unit 2) communis ptics/Touch Language ne stu of ‘art of touch’ and it play, t a n. Jt includes handshakes, bruy 2 appines holding han ete, The : rating, pickings holding and scratching, ete. vell-touching i unwillingly through one's non-y. ete, Sometimes 4 hair, chewing nails, twiddling with ie ands, et aS 4 great rol Ng an arm, n non-verbal Hing on a an ies like rs in . ethods of communicati erbal method ication actually pj ment in the conversation iroceas, ae the ide: 7 as ade » Thes ly known as adapters and can convey the real ‘ cee as well as about the mind-set of the ane a indi 8 Ie spe pracy petween peop! ae indicated by a number of a a Jats like smiling, touching, hugging, kissing, open body positio - ctio0s op, etc. These are called immediacy behaviours. High a - 8. High contact ta’ sas af generally allow such public display of affection, cul Touch 188 eT Yarbrough have conducted research on touch and soreossed it into 18 meanings and seven types. These are as follows: calee ative Effect Touch: This touch is normally associated with sitive feelings and is normally seen between people who are i close to each other in terms of relationship. ny 9 playful Touch: This touch has a playful edge associated to it. It tends to make a serious situation light and easy. It is intended to convey a double message through verbal or non-verbal signals. These signals intend that the behaviour or action is not to be taken seriously. Touch: This is an act of control or command. It is intended ce the behaviour, attitude or mental state of the other | person. It is practised by someone who is in a position of power. Ritualistic Touch: This plays the role of greeting and departure. They do not fulfil any particular function but helps more as facilitators of the main encounter: i) Greeting: It is an act of acknowledgement that is done at the beginning of the interaction. ii) Departure: This is imparted wl Hybrid Touch: These are hybrid because tl meanings. These can be further classified as follows: i) Greeting/Affection: Besides opening the jnteraction in the form of greeting, it also has elements of affection. ii) Departure/A ffection: The act of closing the inter affection for the other person(s). a of He non-verbal nd invol ide ss ) Control to influen nen the interaction draws to a close. hey capture two OF more action withFirst Semester Ctish “< . shy Touch: These touches are SPecificaly Task- Related a task. This can be further categorised as gited gs Perforce (an inspection of a body part or a ral een, SOS cata ancillary (not directly related to the Tey ins a i i task)” Tenge) instrumental intrinsic (where some kind of helping toucy n © and "| Accidental Touch: These touches do not have an underly; deg 9 They are accidental in nature and more in the fom eo in Direct contact is involved in such touches, The enviro, Sumer! situations sometimes affect the intensity of such touch, men, a i 86 8) ortance of Haptics ah is an important social tool for the development of human It can be motivating, persuasive or threatening, being, 2) Itcan be used to impart comfort and solace. 3) The touch plays the role of magnifying the con The importance of the message increases accompanied with a touch. 4) It is the most effective way of creating beings. The physical element of the touch connect between individuals. tent of the i i | t i immensely t MESsa94 it it is bonds with ol n ther hy, reinforces the emotion Lee al Guidelines for Haptics Described below are some guidelines for haptics: ) Not Touching any Person of Opposite Gender: Sexualising any type of touch is the basis of such a belief. Not Touching any Person of Same Gender: against the homosexual is the basis of such a bel; Not Touching Oneself: Th tevolve-around pleasing ones. Not Touching Strangers: unfamiliar and outsiders to a Exhibiting a dislike lief. © moral and religious Principles that elf is the basis of such a belief. The cultural fear of the unknown, group is the basis of such a belief, derly and Dying: The sick, dying and d from the general population which important part of carj ich j ed by the stafl of such institutions, P “aring which is neglected by ) Not Touchin, ot . & Persons of Hi ¥ : from belief that people of 1 Higher Status: This stems ing wer statu: belonging higher status mote often, s do not touch thosee age of Communication (Unit 2) 3 3.8. Bbysical Appearance i ives an idea about a person's at : "1 ut titude tows a person is created by his/her : ards life Physica) 8 lie, Pirst impresg; abo all, people develop an opin, cal 8PPearance a).4 Pression Ggentg. The degree of importance 2POUt a oe and personality, meet sion bas a huge bearing on the we 4 person give, Wh the fins isninich the person belongs. *ocial ranking, culture, op niet t e, OF Country ' ‘on’s physical appearance is a signi; A pers Mnce IS a Significant f eWay a a ciessses-up says a lot abou hi F le, 1 Ink is a for examp a ee is Well dressed fo his ‘function, then he may be viewed as wealthy and oyce (Oma! dinner Guests. If a sales person of designer store sUCceE: is not we “ful by other jay not choose to purchase from that store, well-dressed, people m of NOn-Verbal cue background, or to Enhance Physical Appearance One can improve the physical appearan i ideli ened aise ce by following the guidelines }) Take Care of Your Body: It is necessary to take cz f one’ body. The body is like a possession. Adequate care should be ea to maintain a proper size as well as health. This can be done through proper diet and exercise. When a person is satisfied with his appearance, it also improves his mental state. There is a saying “a healthy mind resides in a healthy body”. 2) Personal Hygiene: It is also necessary that the smell of a person is good. Instances of bad breath and stale body odour have the effect of increasing the unpopularity of a person. It is also a social stigma. Care should also be taken of facial hair. Women should avoid the temptation of applying heavy makeup. It is important to look as well as smell good but not in excess. 3) Put a Smile on Your Face: A smile is a very powerful fools one’s personality and appearance. It is necessary to have a smiling face even if one is feeling low. It improves the mental state of the Person and also helps in reducing stress. A smile is also reciprocated very easily. 4) Watch Your Language and Manners: Dressing epee self-image of a person. It leads to an increase in co are Having improvement in personality. Even the lan Be panices of success good language skills helps a lot in improving oe She creation of a of an individual. It goes a long way towares OO Nin of a Professional image. This helps in the profes person.*# ist semester (En, Blish) 1K, 4 Image: It is very important to dD Improve oS is tow a person views his ow, te a si, ine pabilities. If the self-image of a person is oor then tha : te no advantage of wearing good clothes or improving peal arance. A person with a low self-image should Tecognise ed problem and get down to rectifying it. th a Considerable Amount of Self-Esteem: Dr, Io ers says that a good physical appearance is the ee nstituent of a good self-esteem. In other words wh, person is satisfied with his/her appearance then self-esteem better. Having a high level of self-esteem has a direct impact ong confidence level of the person. 6) Have Broth important con: Importance of Physical Appearance | | Nowadays people are very conscious of their physical appearance ang ood looks. As a result they make a lot of investment in gyms, beauty | parlours, spas, etc. People also take the services of plastic surgeons tp undergo surgery in order to change their physical appearance. The | importance of having a good physical appearance is as follows: | 1) To Attract People: There are advertisements which show the benefits of a clear skin or a particular type of hair style. These have a huge impact on moulding the attitude and thought process of people. The media shows being overweight or dark in a very negative way. This develops negative attitudes in the people for the above said persons. Therefore, in order to attract people, one should have a proper physical appearance. The dressing and body language should be simple and attractive. Physical appearance helps a0 individual to get the attention of the people. 2 For Positive Approach: People also feel impacted by how their pees and friends feel about them. Many a time they can develop a physi Obsession about their physical appearance as a result. They often the impression that a good physical appearance is important (0 F puccessfl im Society. Therefore, in order to have a positive appro wards the life a good physical appearance is essential. 3, natural that everyone tri 800d looks, Tyone tries to have a good Physical appearance .of Communication (Unit 2) ace Value Matters: It is yo, 89 » attractive to the opposite sex, Then et for human beings to be reason behind this. It is often seen thee S*ONE psychologi i en that physi chological reater importance when a perso; Physical trai For example, people prefer to b i is choos f Fray or Pond’s because they hely jn ants like Levit Ip in increasi "'s, Puma, Gucci, innate psychological receoe. ‘ite sex. ™ 13.3.9. Artefacts facts are types of objects or cues which act as no i ‘. n-Vverb; personality, mental state, attitude, etc., of a person. Fran atement abont mes, shoes, clothes, accessories — - iples of artefacts 5 Purses and watches, = also used as means of communicating about the individuality ra ae Mt has been using artefacts for ages. These are physical objects hich basically tell what the person feels and what his beliefs are. An eeu. of this is sculptures which have been used for ages to convey ne deep symbolic meaning. Artefacts act as tools of communication 'can also tell a lot about the history of a period. For example, the amids of Egypt or the Taj Mahal. They tell about the society’s tastes Jevel of technological expertise. They also tell about the prevalent culture and values in a society. Artefacts are a medium of non-verbal nication. They can employ a language which is deliberate or ie. They form a vital part of non-verbal communication. Artefacts ‘concerned with physical objects like clothing, accessories, makeup, adornments, etc. Artefacts give a Jot of information on the culture, \the mindset as well as the economic condition of a population. F Importance of Artefacts at : The use of artefacts as a type of non-verbal communication has certain benefits. These are as follows: 1 2) 3) 4) Artefacts help in providing solid communication. This BI useful in the education of children as they eras eis, ete: the cues that are being provided in the form of sym! - “ell ora a a It also puts far lesser stress on the memory ane See obleet that is Person. Many a times the cue is the samne25 ut being used. There is, thus, very easy learning: + i icking, Ituses simple motor response '- * touching, picking “6 aried as per need. It The size of the object can also be ¥ Carried to another place. displaying. etc. an also beh conveys the mes object whic message Using symbols, pictures, graphics, et esent a lot of information in @ single page which would oth require a lot of pages, if written in verbal form. Traffic Control: Non-verbal communication ffic control as drivers and pedestrians quickly D d become alert. As n0D y 2) Effective in helps in traf non-verbal symbols and signals an the patience and time to read written instructions, hence only | igs. pictorial forms of warning are used, which are elec, Simi, waming sounds like a whistle or bi and people immediately respond towards the! Conveying Information rou Symbols: Now ) ng tion through ‘communic: ir ve informa’ _ communications are widely used for conveyi ‘nf eying ii 5. areas where electri nes, Simi , lectric + Simil. danger ones have Se pitcher 2 Dower: stations inf uch symbols are aig picture as wa which are con! ings to common © understa quite stand written language Pte! for thos oF words, © persons who 4) Com munication wwii modes of come call disability to send of ney: nif abled Py a facial geste sO Receive i vficandy hey ersons: Non=¥s , touch, and smation wear. with phy signs, th each oth y 1 er. B pple as well as amon, ley a B themselye, YY communicacommunication (Unit 2) Non-verbal communication jg either on an individual or ong yo ot C ate ws ly communicate all the messages ect < convey something to hi Wand gestures, codes, or si fee services or detective de Serenaly make use Of stich a means ion of Feeling: Verbal communication p; i as in many Cases, words cannot describe certain fea . non-verbal communication ig limitless and almost eve human emotion, direction, inner feeling, and Personality ca effectively conveyed to the audience, 5. Disadvantages of Non-Verbal C llowing are the disadvantages of non-verbal coms Non-Verbal Signs are Unclear; Unlike verbal communication, which conveys only one meaning, non-verbal communication is entirely different, as it uses various means such as gestures, facial expressions, body language, touch and appearance as well as ing pattern. Each of these means convey a different meaning, which is not accurate or precise and hence creates doubts or misinterpretation. Therefore, a person sending non-verbal signals can never be sure about the way it would be taken by the audience. ‘Ommunication Non-Verbal Signs are Continuous: A person can restrict himself from talking but nobody can stop non-verbal signals as they are Continuous and form an inherent part of one’s personality. In verbal communications, there is a definite structure and topic, which can be altered by ening to the words. However, this is not the case in Non-verbal communication. Non-Verp Of non-vey “eate mig } al Signs are Multi-Channel: Often, the different chan "bal communication do not coincide with each other : tay unde ‘standing. For example, sometimes one : oF nn ai ea hot be ‘companied by appropriate hand sesiureh Cae etal geste Confusion, Many persons do it unknowingly, 7 ally inter ie “'gnals, body movements, or language atts ih my ‘tp mcted by Subconscious mind and in a stylish mat difficult to Pen in a quick, fair, and a correct way. It becomes very Mt what impressed a person and what made him unhappy- a92 4) -y First Semester English) IKGpp, Non-Verbal Signs are C ture. ulture-. Tt i that all human beings would feel ne ae eae os and under same Conditions. If a Person titohslregiene ae ihe) happy text to another Person of different culture, then under aig situation he/she would also smile. Hence, it can be said that au gestures are universally known, interpreted, and accepted. However, iy symbols or gestures are case of non-verbal communication, some interpreted differently in different cultures, Gestures which ar considered quite positive in the U.S.A., such as thumbs up gesture, may be considered as a negative sign in other cross-cultural nations, First Impressions do Count: People send strong non-verbal messages during the first meetings. The manner in which a person listens, stands, and reacts, tells others much more about him than what he is saying. This can work as someone’s advantage, but the drawback is that people are uninformed about the non-verbal messages they are conveying, due2.3.6. Communication Table 1.1: Difference between Verbal and Non: wasw wuss ruin as SUIUEONE'S advantage, but the drawuaws ~~ ~~ oa es are uninformed about the non-verbal messages they are conveyin& Cue to which sometimes they may give a wrong impression unknowingly. Difference between Verbal and Non-Verba| -Verbal Communication Verbal Communication Non-Verbal Communication | 1) Verbal communication depends on written and oral forms of language. Non-verbal communication depends on non-verbal cues like facial expressions, eye contact, body language, and so on. 2) Formal training can impart competence in the use of verbal communication. Tt is less structured. There is no formal training to gain excellence in the use of non-verbal means of communication. 3) Words are used with a definite connotation. It is difficult to say what non-verbal symbols mean. For example, smile on your face may be interpreted differently by different| people. 4) The words of a speaker may not openly convey his actual meaning and feelings. True feelings and intentions of the speaker can be read and understood by one armed with a knowledge of what non-verbal signs really mean. 5) Sometimes words alone fail to convey message effectively. Non-word cues support and supplement the message being conveyed in words. They ca? reinforce the meanings we intent ia | our verbal messages.Language of Communication (Unit 2) 93 It less structured, hence it is more 6) It is more structured; hence it is easier to study. difficult to study. | 7) Verbal communication —_is| Non-verbal communication is more) usually thought out, less|spontaneous. Often, when we spontaneous. communicate non-verbally, we do it) unconsciously. 8) Verbal cues are less reliable.| Non-verbal cues are supposed to wl They may be deceiving. _|more reliable than words.