MASTER OF COMMERCE (M.

COM)
MCOM-105 (Business Communication)

Block 2: Effective Listening

Unit 7: Fax: E-Mail, Video Conferencing Etc. Nonverbal Aspects of

Communication, Kinesics, Proxemics, Para Language, Sign Language

Structure
7.0 Objectives
7.1 Introduction
7.2 E-Mail
7.2.1 E-Mail Sending Procedure
7.2.2 Ways to Receive E-Mail
7.2.3 Benefits of E-Mail
7.3 Video Conferencing
7.3.1 How to Use Video Conferencing
7.3.2 Video Conferencing Applications
7.4 Non-Verbal Communication
7.5 Features of Non-Verbal Communication
7.6 Types of Non-Verbal Communication
7.7 Kinesics
7.8 Proxemics
7.9 Paralanguage
7.10 Sign Language
7.11 Guidelines for Improvement of Non-Verbal Communication Skills
7.12 Let Us Sum Up
7.13 Key Words
7.14 Review Questions

7.0 Objectives
After studying this unit, you should be able to
• Make you recognize the distinction between verbal and nonverbal communication.
• Helpful gestures, body and facial expressions
 • Recognize various cues and hints provided by face expressions, movements, and positions, eye
and body motions contact.
• Recognize the purpose of using body language to completely comprehend is the book's core
message words.

7.1 Introduction
Nonverbal communication is ensured by body language, signs, symbols, signals, and gestures. There
are many different forms of nonverbal communication. An essential kind of nonverbal communication
is facial expressions, which can convey more than what is spoken verbally. More so than in spoken
communication, facial expressions may transmit emotions like grief, joy, or enthusiasm. Sometimes,
facial expressions communicate in a different way than words. Gestures are powerful communication
tools that help a message be heard and understood. Key elements of gesture-based communication
include pointing, waving, grinning, and looking. Another nonverbal communication style that is
influenced by the speaker's proximity to the audience or listeners is proximity. For instance, keeping a
closer distance might be seen as a menacing gesture, but maintaining a gap that is too great denotes
uneasiness. Another essential kind of nonverbal communication that guarantees the success or
efficiency of nonverbal communication is touch. Successful communication is shown by handshakes,
pats on the back, hands on shoulders, and other physical gestures. These heartfelt actions also reveal
the communicator's adoring and affectionate personality. However, depending on the speaker's gender,
touching signals might have various meanings. Another important kind of nonverbal communication is
eye contact, which engages and persuades listeners on the side of the speaker. It may also be a sign of
trust and sincerity. Another kind of nonverbal communication is appearance. More effectively than
spoken communication, attire, dressing, and jewellery convey. They communicate with listeners non-
verbally and disclose a lot about the communicator.

7.2 E-Mail
Email is a kind of communication wherein messages or letters are transmitted from one location to
another via computer. Email allows for speedier message delivery than any other kind of
communication between two locations. A computer owner is required to join a "electronic mail
operator" under this scheme. In this approach, messages are transmitted and received by computers
rather of being delivered and received on paper. This method ends up being lot less expensive than fax
system.
In this approach, the text of the message that has to be delivered is created on the computer screen
using a word processor. The message is then delivered over the telephone network to the specified
location. The recipient's computer screen shows the message that we have sent. The message is kept in
the recipient's mail box if they are not available at that moment. When the worried individual comes
back to the computer, he learns that a message has been received and that he may see it on the screen.
The individual in question may use a printer to make copies of it if required.
A quick, efficient, and paper-saving method of communication is email. Although the technology is
not very pricey, both computers must be online in order to use this feature.

7.2.1 E-mail Sending Procedure

 • An email address is necessary in addition to having a computer and an internet connection in
order to send emails. If the recipient is online, email may be sent to them from anywhere. for
submitting
• Email initially links a computer network to the network of email programs. Both a password
and the user's name are necessary.
• The whole list of potential programmers is then presented on the screen when we first click the
window's "start" button to send an email. A “New Message” window wills popup when you
click it.
• The recipient's email address is entered in the field labelled "To." In the subject box below,
input the whole message, and then click the "send" button in the upper-left corner of the New
Message Window. Your communication is sent to the appropriate person in this manner.

7.2.2 Ways to Receive E-Mail

Connect the email network to the computer first, providing the user's name and address, in order to
start receiving emails. A list of emails that have been received is then shown on the screen. The
message may now be viewed by the user.

7.2.3 Benefits of E-Mail

1) The most advanced and affordable method of communicating over great distances is email.
2) Paper, pens, envelopes, and postal stamps don't cost anything. Both time and money are saved.
3) A message may be sent to several people at once via e-mail.
4) Messages may be sent by email even if the recipient is not logged in to his computer.
5) The message may be printed out by the recipient in addition to being read.
6) Email reduces the formality of corporate communication. It makes communication between
management and employees simple.
7) Email is a lot faster than regular postal for communication. In a fraction of a second, a message
may go to every location on earth.
8) This robust communication system's service provides instant access to connections throughout
the globe.
9) Report delivery and dissemination both within and outside the company are improved via
email.

7.3 Video Conferencing

With the use of web technology called video conferencing, people may have face-to-face meetings
without having to go to the same place. Because it reduces the time, costs, and inconveniences of
business travel, this technology is especially useful for those who do business across cities or even
nations. Routine meetings, business negotiations, and hiring process interviews are all done via video
conferencing. A video call or video chat is what is used when a video conference is done informally.

7.3.1 How to Use Video Conferencing

The fundamental benefit of video conferencing over telephone conference calls is that participants can
actually see one another, fostering the development of deeper connections.
There are several methods for doing video conferences. Web cams may be attached to or incorporated
into laptops, tablets, or desktop computers by users. Video conferencing may also be held using smart
phones and other connected mobile devices with cameras. In such cases, the communication is often
sent across internet protocols using a software-based platform.
To guarantee the communication is clear and free of technological issues, some companies utilize
specialized video conferencing rooms that are furnished with high-end cameras and displays. The gear
required for the video conference is often manufactured and installed by outside companies.

7.3.2 Video Conferencing Applications

Direct video communications between locations may be set up by businesses with various offices to
enable their personnel to collaborate better.
A remote class may be taught via video conferencing, with the teacher being able to do it from
practically anywhere. This may be done in a business setting, particularly to provide employees with
the information they need to execute their tasks more effectively. In the academic sector, video
conferencing may be used to link a conventional classroom with students who live a long way from the
institution.
A video conference may also be utilized to hold regular staff meetings or to consult with shareholders
on the most recent corporate activity. It may be used to display information in an interactive style that
encourages conversation among all attendees regarding what they see on screen or to make big
corporate announcements, such presenting a new CEO.
For those who need them, hotels and meeting facilities sometimes provide video conferencing
services. This could be provided in specially furnished suites or meeting rooms.

7.4 Non-Verbal Communication

Non-verbal refers to the absence of words or speaking. Thus, non-verbal communication refers to the
verbal and non-verbal communications exchanged via body language, signs, and facial expressions,
tone of voice, color, time, place, and writing
Style, and word choice. Animals use body language, screams, whistles, gestures, and a variety of other
instinctively understood signs to express their innermost emotions, including love, wrath, joy, hunger,
and the urge to mate. Even if there are differences in how these signals and gestures are exactly
understood by different animals, they are generally accepted.
Only humans have developed a written language that allows us to express our ideas in a logical way.
Even yet, when we are excited, we often express our sentiments and emotions—such as pleasure, love,
wrath, and hatred-by grinning, yelling, frowning, or utilizing other nonverbal cues. Such nonverbal
displays of emotion are unplanned. In order to emphasize and change the meaning of our words, we
might sometimes purposefully add expressive gestures, tones, and facial expressions to our speech. A
spoken communication is often accompanied by certain nonverbal cues. The combined meaning of a
communication is made up of both verbal and nonverbal cues. To properly get the message, the
listener should pay attention to body language and non-verbal cues since in addition to the words the
speaker says, there is generally something unsaid and implied.

7.5 Features of Non-Verbal Communication

Beyond what is stated in words, a speaker's or writer's style, tone of voice, and facial expressions
reveal his or her attitude and sentiments.
 • Useful body gestures are used in nonverbal communication. When a person lifts their hands to
carry out a task, like washing their face, it is not a symbolic hint, but rather an instrumental
movement. With the exception of motions performed for an instrument, most bodily
movements have a purpose and convey information. Movements used for communication serve
as nonverbal cues. For instance, wiping one's mouth when approached by an authority figure
conveys trepidation, while waving farewell with one's hand conveys politeness and
camaraderie.
• Both conscious and unconscious nonverbal clues may be used. They expose the speaker's inner
thoughts, sentiments, and emotions, which may be genuine or artificial. To have the desired
impression on their audience, skilled actors and orators purposefully employ gestures, facial
expressions, bodily movements, and postures. Effective authors use stylistic techniques to
reveal underlying attitudes and sentiments.
• But in reality, most individuals reveal their innermost sentiments and ideas via unconscious
cues. The speaker may not be aware that they are expressing these emotions. For instance,
think about the following declaration made during bilateral negotiations between two hostile
nations by the representatives: "This meeting has made history."
• Different people will perceive non-verbal cues in different ways. For instance, the speaker may
see a listener's prolonged eye contact as a sign of perfect attentiveness and complete
acceptance, while to another person, it can indicate that the listener feels powerless or
imprisoned.
• The visual may support or refute the spoken message, making it more persuasive than what is
heard most of the time. Non-verbal cues are often interpreted as signs of reality. For instance, a
person in danger looks pale while claiming to be brave. Even when a speaker says, "I feel
encouraged and inspired to stand before such a learned audience," shaking suggests fear. The
communicator's rank or education might also be inferred from their attire or tone.
• The same motions may also be read differently depending on the situation. Take the friendship
between two co-workers A and B, for instance. When A affectionately pats B on the back to
congratulate her on a job well done, the pat is seen as a friendly gesture. Now imagine that B is
a candidate for promotion and A is the committee's chairwoman. Someone misleads B into
believing that A, as chairwoman, opposed her advancement in order to cause friction between
A and B. When A congratulates B and gives her the customary pat on the back the next night
when they finally meet, B flinches.
This illustration demonstrates how a couple's connection affects how they perceive one other's
gestures.

7.6 Types of Non-Verbal Communication

The Expression of the Emotions in Man and Animals, a book by Charles Darwin that was published in
1872, marked the beginning of scientific study of nonverbal behaviour and communication. Since
then, a great deal of study has been done on the many forms, outcomes, and manifestations of
nonverbal behaviour and communication. Non-verbal forms of communication include the following
modes-
1. Body Language
The nonverbal cues we use to communicate are known as body language. These nonverbal cues play a
significant role in everyday conversation. In fact, it's possible that body language makes up 60% to
65% of all communication.
2. Paralanguage
Vocal communication that is distinct from spoken language is referred to as para language. These
kinds of nonverbal communication include elements like voice volume, intonation, pitch, and tone of
voice. Take voice tone as an illustration of the significant impact it may have on a sentence's meaning.
Strong voice tones may cause a remark to seem enthusiastic and approved to listeners. The same words
might express contempt and lack of interest when used in a cautious manner.
3. Kinesics
Nonverbal communication that incorporates body motions and movements is known as kinesics. It is
a scientific study of how body language, including facial expressions, posture, eye contact, and voice,
may transmit information about attitudes, emotions, and ideas. In addition to writing, Morse code, and
flags, kinesics is one of the numerous non-verbal communication techniques humans’ uses.
4. Proxemics
In nonverbal communication, proxemics refers to the messages we send via our body language and the
physical space we generate. We may convey non-verbally that we don't feel particularly close or
secure to someone by moving further away from them. When we approach near to someone, we signal
to them that we want a more personal connection or that we feel secure with them.

7.7 Kinesics
Kinesics is the study of body language or movement, particularly gestures and facial expressions. It is
useful for conveying nonverbal signals. Any portion of the body that may convey nonverbal signals,
such as the face, eyes, arms, and legs, is considered to be a component of kinesic communication.
According to others, eye motions are so significant that oculesics-the study of eyes alone-should be
conducted on them.
The four essential components of kinesics are eye movement, posture, gesture, and facial expression.
Anthropologist Ray Birdwhistell was the first to use the word "kinesics," which he applied to either
specific body parts or the whole body. It’s crucial to keep in mind that different meanings might be
attributed to various movements depending on the situation before we look more closely at kinesics.
As an example, putting one's index finger to one's lips might indicate "be quiet" or "quiet" as in "quite
I'm about to play a joke on someone. "Always approach kinesics from a context-based perspective.
Emotions may be expressed via kinesics. For instance, unhappy individuals would use kinesics to
show their feelings, such as giving the thumbs-down sign, whereas joyful people will do the reverse,
giving the thumbs-up sign. So the answer is yes, kinesics may be utilized to express emotion. Kinesics
conduct differs from culture to culture and is not universal. For instance, depending on the hierarchy, a
grin could be seen as a favourable gesture in certain cultures but as a negative one in others.
Types of Kinesics
• Emblems
• Illustrators
• Affective displays
 • Regulators
• Adaptors
It's just a matter of striking the right balance when it comes to understanding kinesics and
communication; for instance, emblems like holding up your hand to display a number or the middle
finger to show your annoyance. We hope you've enjoyed reading and learned something from this
post; until next time, stay safe.

7.8 Proxemics
A sort of nonverbal communication called proxemics involves how we interact with the world around
us. Proxemics is the study of the nature, extent, and consequences of the geographical separation
people naturally maintain from one another (as in different social and interpersonal circumstances), as
well as how this separation connects to external variables like the environment and culture. (Merriam-
Webster)
This illustrates how we utilize the environment to express our sense of comfort or our connection to
the world. For instance, someone's proxemics might vary from someone who was listening to a lecture
at a school if they were discussing private information with a close friend. One wouldn't approach a
lecturer when he is delivering the lecture by less than a few inches. This proxemics convey that one
person cherishes the professor's space as a public speaker (and maybe a stranger) and that they are very
connected to their buddy.
In certain contexts and circumstances, everyone's body is surrounded by a specific amount of space. In
certain settings, such as a packed bus or an elevator, there are unwritten laws about personal space. We
must respect the close quarters that have been established by that social environment in these situations
since we cannot always prescribe to the world how much space we find comfortable. We often have
little control over how much space is surrounding us in common locations, such as urinals in a packed
washroom or the metro on the way to work. But in the majority of social settings, we may define a
boundary around ourselves that is suitable for the context and our degree of comfort. Someone may be
almost touching individuals around if they were in a throng at the front of the stage during a
performance. But are they really necessary? If one starts to feel uneasy being so close to others, they
might opt to move away from the throng and watch the performance from another area of the arena
that could provide a little bit more space. These are all typical examples of proxemics.

7.9 Paralanguage
A kind of meta-communication known as paralanguage-also called vocalics-can change meaning,
provide nuanced meaning, or express emotion by employing prosody, pitch, loudness, intonation, and
other approaches. It is sometimes solely used to refer to non-phonological characteristics. Whether
done knowingly or accidentally, paralanguage may be conveyed.
The emphasis of paralinguistic research is how we express ourselves. Depending on the voice tone,
two verbal communications that are otherwise similar may convey entirely distinct meanings.
Here, I'd want to add that in addition to the words themselves, the speaker's voice tone, speech tempo,
pitch, and word emphasis all tell a lot when they talk. By varying the emphasis on different words, you
may alter the meaning of a statement by how you say it. Any statement may have many meanings
based on the tone, loudness, pitch, and other non-verbal signals used to communicate it to the listener.
There are Many Parts to Paralanguage
 1. Voice Attributes
• Volume, pitch, rhythm, velocity of speech, pronunciation, and enunciation are its constituent
parts. Let’s examine loudness and the function it serves in communication.
• It serves as a crucial component of good communication since individuals may sometimes talk
louder to draw attention.
• Speaking too quietly can obstruct efficient communication. Speaking loudly (overly loudly)
might be upsetting or bothersome.
• You must adjust the volume of your voice to the circumstance.
2. Voice Qualifications
This one is a result of our feelings. Shouting may be an indication of enthusiasm, anxiety, or even rage
whereas a hushed voice conveys respect. Your loudness pitch is crucial in letting your listeners know
whether or not you are in charge of the issue.
3. Rhythm
It has to do with the rhythm and tone of your voice. You will come out as a confident speaker with an
authoritative demeanour if your rhythm is seamless. On the other side, a lack of clarity and
preparedness might be shown by being out of sync.
4. Speech Cadence
On average, people utter 150 words every minute. Speaking quickly reveals a tense, impatient speaker,
but speaking slowly comes out as dull and uninformed about the topic.
5. Speaking Clearly and Precisely
A person's image is greatly influenced by their ability to pronounce words correctly. Yes, there are
regional variations, thus the best course of action would be to develop a universally known system of
word pronunciation. It’s important to pronounce words correctly and pay attention to word emphasis
and pitch. The proper pronunciation of a word is known as enunciation. It concerns with the way the
mouth moves and how quickly people talk. Overly accurate enunciation might come across as
unnatural or false, whereas poor enunciation shows carelessness.
6. Qualities of the Voice
Vocal characteristics are audible noises such as whistling, sobbing, clearing one's throat, and sighing
that are used to convey a message. Taking note of and comprehending these noises helps enhance
communication.
7. Vocal Separation
'Fillers' is another name for vocal segregates. I suppose..., Ah..., Err..., Actually..., You see..., etc. They
are the uncomfortable parts of speaking and need to be avoided whenever feasible. These meaningless
fillers reveal a lack of assurance and clarity.

7.10 Sign Language

Sign languages, sometimes referred to as signed languages, are languages in which meaning is
expressed visually rather than audibly. Combining non-manual indicators with manual articulation
allows sign languages to be articulated. Full-fledged natural languages with their own vocabulary and
grammar are sign languages. Although there are certain commonalities across various sign languages,
sign languages are not all-encompassing nor mutually comprehensible.
Said and signed communication are regarded by linguists as forms of natural language, which means
that they both developed naturally over time without careful design and via an abstract, drawn-out
aging process. Despite the evident differences in modality, there is a significant overlap between the
brain substrates of spoken language processing and sign language processing. Body language is a form
of nonverbal communication and should not be confused with sign language.
Sign languages are the foundation of local deaf cultures and have evolved into practical ways of
communication wherever there are deaf communities. While the majority of users of signing are deaf
or hard of hearing, hearing people also use it in a variety of situations. These include people who are
unable to speak for themselves, people who struggle with oral language because of a disability or other
condition, and people who have deaf family members, including children of deaf adults.
It is unknown how many sign languages there are in the globe. Most nations have one native sign
language; however some have more than one. 150 sign languages are included in the 2021 edition of
Ethnologue, but over 200 are listed in the SIGN-HUB Atlas of Sign Language Structures, which also
mentions that there may be additional sign languages that have not yet been identified or recorded.
According to Ethnologue, the 151st most "spoken" language in the world as of 2021 is Indo-Pakistani
Sign Language, which is also the most widely used sign language worldwide.

7.11 Guidelines for Improvement of Non-Verbal Communication Skills

The majority of spoken communication has emotional undertones that are communicated via body
language, gestures, facial emotions, and voice modulation. These nonverbal cues reveal what the
speaker means to say but does not express verbally. Paying attention to these non-verbal cues may help
people better understand what is being said and add to what they already know.
Observe and Interpret Nonverbal Cues
• Accurately interpret nonverbal cues in light of the context and culture.
• Watch out for deceptive nonverbal cues that are intentionally offered in order to trick you.
We highlight some of the non-verbal cues we all use to communicate that are helpful to be aware of
for your next meeting now that most of us are attending in-person meetings and events again and there
is pent-up demand for business travel.
1. Maintain Appropriate Eye Contact
A significant portion of non-verbal communication involves eye contact. Maintaining eye contact
while speaking is a fantastic approach to let the other person know you're listening and paying
attention to what they're saying. Keep your eyes on the person's face as they talk, and glance at them
again when you respond, but avoid gazing, to make excellent eye contact. Instead of concentrating on
just one or two people while speaking to a group, attempt to momentarily establish eye contact with
everyone present, especially those in the back.
Be mindful, however, because in certain cultures, avoiding eye contact denotes indifference. Others
could feel uncomfortable if they make too much eye contact.
2. Pay Attention to Your Body Language
Your posture is really important. Face your audience directly and attentively while standing or sitting
up straight. Use hand gestures and some movement to underline your remarks, if applicable. Do not
fidget, pick at your nails, or cross your arms and legs. All of this may signal that you are uneasy,
uninterested, or even defensive. Additionally, be considerate of others' personal space and keep in
mind that various cultures and people may have different standards and preferences about physical
closeness and contact.
3. Facial Expressions are Truthful
Our emotions are tightly correlated with our facial expressions, which make it simple to see what we
are thinking and experiencing. Facial expressions come easily to us when we engage with others.
Think about how much a simple nod, grin, or frown may say. Recognize your own facial emotions and
work on relaxing them in front of a mirror to project an open look and, while you is doing it, a grin.
You'll observe that it will be simpler and more interesting to pique someone's interest in what you are
saying.
4. Experiment with Your Vocal Tone
Another crucial non-verbal cue is the tone of your voice. It may express emotion and sentiments like
joy, sorrow, rage, and boredom. When you talk, be aware of how your tone affects other people and
pay attention to it since it may help to magnify your message. Those listening will be inspired to share
your excitement and remain attentive if you are enthusiastic and passionate about what you are
discussing and show that in your tone of voice. We have all heard speakers with monophonic tones.
Did you experience mental wandering? Did you stop being interested in what they had to say? Aim to
avoid becoming that person. Make sure you have clear pronunciation and refrain from speaking too
quickly or slowly.
5. Pay Attention to Behavioral Variations
Someone may not be as happy as they seem if their words and actions don't match, such as when a
team member claims they're enthusiastic to work on a new project but is instead glancing down at the
floor or scowling. Discover the issue and how you may help by heeding these warnings and looking
further.
6. Ask if You're Unsure
Misreading the cues is one of the major dangers of deciphering nonverbal communication. Ask for
explanation if you are unsure or perplexed by someone's nonverbal indications. By doing this, you
avoid misunderstandings. And if you go further into people's message and purpose, you may discover
what they're truly attempting to express.
7. Perfectionism is a Learned Skill
Some individuals may have an innate aptitude for recognizing nonverbal signs. Don't worry if you are
not one of them. By exercising your talents, you can get better. It's helpful to observe other people's
nonverbal communication in order to determine what works and what doesn't. Think on
communicating with friends and family and getting their opinion on your body language. By using
these techniques, you may have a better understanding of your own distinctive communication style.

7.12 Let Us Sum Up

This study chapter's major goal is to have a thorough grasp of communication in the present day. Their
general quality of life has significantly improved as a result of the changes that have been made to the
communication system in the contemporary period. People are using a range of technologies for
communication as developments take place, modernity spreads, and the world becomes more
interconnected. Computers, laptops, iPads, smart phones, and mobile phones are among examples.
Additionally, there are contemporary communication technologies that are used to effectively facilitate
communication operations. others are able to facilitate contact with others living in remote places in
the same areas, other cities, and even nations when they employ technology in the execution of current
communication tools. Therefore, the communication that occurs in the present day has been valuable
and beneficial to the people. Additionally, it is important for people to improve their knowledge on
how to use technology and contemporary communication tools. The importance of communication in
the current age, communication skills in the modern era, and modern communication technologies are
the primary topics that have been considered in this research paper.

7.13 Key Words

Video Advertising: With the aid of social platforms like YouTube, Face book, Snap chat, and
Instagram, video has truly taken off during the last several years.
Text Messaging Using SMS: Text messaging has several purposes, as we are all aware. They are a
wonderful method to provide brief information that may be read and responded to at the recipient's
convenience since they are brief and often casual.
Direct Email: Direct messaging on social networks is comparable to email, however email tends to be
more official.

7.14 Review Questions

1. What do you mean by non verbal communication in modern business?
2. Why are different types of electronic tools used to prepare documents?
3. How do these documents serve the purpose of sharing professional information?
4. Discuss email writing and SMS writing points from the Unit in brief.

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