Professional Communication PDF - Amity University

Professional Communication Programs Offered n e...

Professional Communication Programs Offered n e i Post Graduate Programmes (PG) l Master of Business Administration Professional Master of Computer Applications n Master of Commerce (Financial Management / Financial Technology) Communication O Master of Arts (Journalism and Mass Communication) Master of Arts (Economics) Master of Arts (Public Policy and Governance) Master of Social Work Master of Arts (English) Master of Science (Information Technology) (ODL) Master of Science (Environmental Science) (ODL) i t y Diploma Programmes Post Graduate Diploma (Management) rs e Post Graduate Diploma (Logistics) Post Graduate Diploma (Machine Learning and Artificial Intelligence) Post Graduate Diploma (Data Science) i v Undergraduate Programmes (UG) Bachelor of Business Administration Bachelor of Computer Applications Bachelor of Commerce Bachelor of Arts (Journalism and Mass Communication) U n English / Sociology) Bachelor of Social Work y Bachelor of Arts (General / Political Science / Economics / it Bachelor of Science (Information Technology) (ODL) A m c )DIRECTORATE OF Product code ( DISTANCE & ONLINE EDUCATION Amity Helpline: 1800-102-3434 (Toll-free), 0120-4614200 AMITY For Distance Learning Programmes: [email protected] | www.amity.edu/addoe DIRECTORATE OF For Online Learning programmes: [email protected] | www.amityonline.com DISTANCE & ONLINE EDUCATION  e in nl O ty Professional Communication si v er ni U ity m )A (c  e in © Amity University Press All Rights Reserved nl No parts of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior permission of the publisher. O SLM & Learning Resources Committee ty Chairman : Prof. Abhinash Kumar si Members : Dr. Divya Bansal Dr. Coral J Barboza Dr. Monica Rose er Dr. Winnie Sharma Member Secretary : Ms. Rita Naskar v ni U ity m )A (c Published by Amity University Press for exclusive use of Amity Directorate of Distance and Online Education, Amity University, Noida-201313  Contents e Page No. in Module - I: Effective Communication: Foundations and Techniques 01 1.1 Verbal and Non-verbal Communication 1.1.1 Professional Communication: Introduction and Types of Communication nl 1.1.2 Oral Communication: Forms, Advantages and Limitations 1.1.3 Written Communication: Forms, Advantages and Limitations O 1.1.4 Non-verbal Communication 1.1.5 Principles and Significance of Non-Verbal Communication: 1.1.6 KOPPACT: Kinesis, Oculesics, Paralanguage, Artifacts, Chronemics, and Tactilics ty Module - II: Social Communication and Cross-cultural Communication 22 2.1 Social Communication Essentials si 2.1.1 Small Talk: Purpose, Topics, and Conversation Starters 2.1.2 Small Talk: Conversational Patterns and Differences: Gender, Cultural, and Social 2.1.3 Building Rapport 2.1.4 Methods to Build Rapport er 2.1.5 Informal Communication: Meaning and Characteristics v 2.1.6 Advantages and Limitations of Informal Communication 2.2 Cross-Cultural Communication ni 2.2.1 Public Speaking in Multi-Cultural Context 2.2.2 Culture and Context U 2.2.3 Ethnocentrism 2.2.4 Stereotyping 2.2.5 Cultural Relativism ity 2.2.6 Cultural Shock and Social Change Module - III: Effective Meetings: Meaning, Purposes, and Techniques 48 3.1 Meeting 3.1.1 Meetings: Meaning and Importance m 3.1.2 Purpose of a Meeting 3.1.3 Steps in Conducting a Meeting: )A 3.1.4 Written Documents Related to Meeting: Notice, Agenda, and Minutes Module - IV: Business Report 61 4.1 Report Writing 4.1.1 Types of Reports (c 4.1.2 Significance of Reports  4.1.3 Report Planning 4.1.4 Process of Report Writing e 4.15 Visual Aids in Reports in Module - V: Job Readiness Skill 75 5.1 Employment Communication nl 5.1.1 Cover Letter 5.1.2 Resume 5.1.3 Participating in Group Discussion O 5.1.4 Preparation for Interview 5.1.5 Appearing in an Interview ty si v er ni U ity m )A (c  Professional Professional Communication Communication 1 Module - I: Effective Communication: Foundations Notes e and Techniques in Learning Objectives: At the end of this topic, you will be able to: nl Exhibit the necessary proficiencies for effective office communication. Comprehend the importance of meetings and presentation skills in ensuring seamless operations within the workplace. O Introduction Communication serves as a means of conveying knowledge, attitudes, and ideas ty between individuals. Within the realm of education, communication plays a vital role in the teaching and learning process, facilitating interaction and contact between teachers and students as they work towards their objectives. The term “communication” si originates from the Latin word ‘communis,’ which signifies mutual sharing and the exchange of information. From an etymological perspective, the concept of communication can be understood in several ways: er The sharing of thoughts and emotions through active engagement, involving both giving and receiving. v The process of exchanging interactions until a common understanding is achieved. ni A two-way process involving feedback and interaction is considered a mechanism of communication. U According to various scholars, communication can be described as the exchange of information from one person to another, regardless of whether it instils confidence, as long as the information conveyed is comprehensible to the recipient (G.G. Brown). Language serves as a means for expressing ourselves, sharing ideas, and establishing ity connections with others. In successful relationships, communication flows smoothly, while in strained relationships, it can be as arduous as ascending a hill of sand (Chip Rose, attorney, and mediator). Another definition of communication refers to the exchange of words, letters, or messages between individuals (Fred G. Meyer). m 1.1 Verbal and Non-verbal Communication )A 1.1.1 Professional Communication: Introduction and Types of Communication Verbal Communication and Nonverbal Communication are two distinct forms of communication that rely on specific channels. (c a. Oral/Verbal Communication Verbal communication involves conveying messages through spoken or written Amity Directorate of Distance & Online Education  2 Professional Communication words, with the main goal being to ensure the recipients understand the intended Notes e message. To achieve effective communication, it is essential to follow the principle of KISS - Keep It Simple and Short. Often, we assume others comprehend our message because we do, but this isn’t always true, as people have their own attitudes, in perceptions, emotions, and thoughts that can create barriers to accurate understanding. To convey messages effectively, it’s important to consider the recipient’s nl perspective. Will they grasp the message, and how will they perceive it from their point of view? Verbal communication can be further divided into spoken/oral and written forms. O b. Spoken/Oral Communication Oral communication comprises the utilization of spoken language and encompasses a wide array of interactions such as face-to-face conversations, ty speeches, phone calls, video chats, radio broadcasts, television programs, and voice communication over the internet. In the workplace, examples of oral communication include discussions, interviews, offering assistance to colleagues, attending meetings, si and participating in conferences. The effectiveness of oral interactions is influenced by various factors, such as pitch, volume, speed, and clarity of speech. Stages of Communication Process: v er ni U https://courses.lumenlearning.com/wm-principlesofmanagement/chapter/communication- in-the-management-function/ The communication process can be defined as a mechanism used by a ity communication medium to transmit a message or information from a sender to a receiver. Once the sender conveys the message to the recipient, it goes through seven stages. 1. Sender: The term “sender” relates to the originator of the communication, which m is essentially you! Meanwhile, the term “message” encompasses the data and concepts you wish to convey. It’s imperative to have a clear understanding of the message you intend to transmit and its underlying significance – what’s its primary )A objective? Furthermore, why should it matter to anyone else? Equally important is ensuring the accuracy and usefulness of the information you provide. 2. Encoding: The encoding phase involves translating your message into a format that the recipient can easily understand. This means presenting information in a clear (c and straightforward way, without any ambiguity or confusion. It is important to be mindful of the recipient’s cultural background and prior knowledge of the topic. If you are communicating with someone from a different culture, you may need to adjust Amity Directorate of Distance & Online Education  Professional Communication 3 your language and style to ensure that your message is understood. You should also Notes e avoid leaving any gaps in your information that would require the recipient to make a significant mental leap. If the recipient is not able to follow your thought, they will in be likely to misunderstand your message. Finally, it is important to understand your audience. If you do not know who you are communicating with, you may not be able to encode your message in a way that they will understand. nl Here are some additional tips for effective encoding: ™™ Use simple language that is easy to understand. ™™ Avoid jargon and technical terms unless the recipient is familiar with them. O ™™ Be clear and concise. ™™ Use active voice instead of passive voice. ™™ Use examples and illustrations to help explain your points. ty ™™ Proofread your message carefully before sending it. By following these tips, you can ensure that your encoded messages are clear, si concise, and easy to understand. 3. Channel: Numerous channels exist for transmitting your message. Verbal communication channels encompass face-to-face meetings, phone calls, and video er conferences. In written communication, options include letters, reports, emails, instant messaging, and social media posts. You might also incorporate videos, images, illustrations, or data visualizations to underscore key points. v Different channels possess distinct strengths and weaknesses. For instance, providing a lengthy list of instructions verbally isn’t particularly effective, and ni delivering sensitive feedback is better done in person rather than via email. Hence, the choice of channel should be made thoughtfully. 4. Decoding: Efficiently decoding a message is as much a skill as encoding it. To U decode accurately, you must dedicate time to carefully read or actively listen to the message. Confusion is prone to arise during this stage of the communication process, although it doesn’t necessarily imply the decoder’s fault. They might lack ity the requisite background knowledge to comprehend the message or struggle with the specific jargon or technical language employed. Consequently, addressing such issues during the encoding phase is vital. 5. Receiver: Certainly, you would like your audience to react in a specific manner or m take particular actions in response to your message. However, bear in mind that each individual differs and interprets messages subjectively. Each receiver brings their own ideas and emotions into the Communication Process, shaping their comprehension and response. Hence, it’s your responsibility as the sender to account for these )A ideas and emotions when crafting your message. To do so effectively, enhance your emotional intelligence and empathy skills. 6. Feedback: Your audience will likely provide feedback once they’ve encountered your message. This feedback can be verbal or nonverbal. It’s crucial to pay close attention (c to these reactions, as they unveil whether your audience genuinely grasped your message. Should you identify a misunderstanding, endeavour to adapt the message? Amity Directorate of Distance & Online Education  4 Professional Communication For instance, if you’re discussing a complex topic, seek simpler ways to convey it. Notes e Could you break it down into steps or eliminate technical jargon? This ensures that individuals from various backgrounds can comprehend the subject matter. in 7. Context: The term “context” refers to the circumstances in which your message is conveyed. This encompasses the prevailing political and social milieu, as well as the broader culture (such as corporate or national culture). nl The 7Cs of Communication: Information values are those things which should be taken into account when O relaying any information. Such principles include instructions for the content and delivery style, which are tailored to the message’s intent and recipient. Clarity refers to the ability to think and express ideas clearly. It involves well- organized writing that flows smoothly from beginning to end, ensuring that even the ty simplest reader can understand the message. To achieve clarity, the communicator must have a clear understanding of the idea and the purpose behind conveying it. Using simple language, concrete phrases, avoiding excessive use of jargon si and ambiguity, and employing short phrases are essential aspects of clarity in communication. er Completeness is crucial in communication. It means providing accurate and comprehensive information. Incomplete communication can confuse the reader and lead to costly misunderstandings. Messages should be appropriately structured and include all necessary details to effectively convey the information and persuade the v receiver. ni Concise refers to expressing thoughts using the fewest words necessary while maintaining clarity, correctness, completeness, and courtesy. It’s essential to be brief without sacrificing important details or appropriateness of language U Consideration involves tailoring the message with the recipient in mind, adopting a reader-centric approach. Emphasizing constructive and positive facts and establishing credibility in the message are important aspects of consideration. ity Correctness in communication pertains to maintaining the appropriate tone, style of speech, spelling, grammar, and format. The message should be free of errors, with proper attention to grammar, punctuation, and spelling. Additionally, using the correct language level and ensuring the accuracy of statistics, details, and terms contribute to m correctness. Coherence is vital for effective communication. It means ensuring that messages have a clear flow, consistent style, tone, and language throughout. When delivering )A multiple messages, maintaining continuity and consistency within each communication is equally important. Courtesy involves politeness and respect in communication. Avoiding irritating expressions and using polite language, respectful words, and non-discriminatory (c phrases are crucial elements of courtesy. Being appreciative and considerate of the audience’s feelings helps create a courteous tone in the message. Amity Directorate of Distance & Online Education  Professional Communication 5 Types of Communication: Notes e in nl O ty si https://ashurisoto.wordpress.com/2017/07/06/types-of-communication/ er As aforementioned, communication is a way of conveying knowledge, attitudes, and ideas from one person to the other. In this process, a sender (encoder) encodes a message and afterwards utilising a medium/channel sends it to the beneficiary (decoder) who interprets the message and in the wake of handling, data sends back v proper answers utilising a medium/channel. ni Individuals speak with one another in various ways that rely on the message and its situation as well as the context where it is being sent. The decision of the communication channel and your style of conveying likewise influence communication. U 1.1.2 Oral Communication: Forms, Advantages and Limitations The communication cycle is a mechanism of how a message flows from one person to another. Barnlund proposed a transactional communication model which ity indicates that individuals are all involved in sending and receiving messages together. Simultaneously, social scientists structured model based on the following elements: A source of information which produces a message. m A transmitter, encodes the message in signals. A tube, to which transmission signals are adapted. A receiver, which ‘decodes’ (reconstructs) the signal packet. )A A destination to which the message is sent. Advantages of Oral Communication are as follows: Oral communication allows timely suggestions such as the ability to inquire about (c questions where the context is not quite clear. The sender will test if the instruction is clear or has produced a misconception. Amity Directorate of Distance & Online Education  6 Professional Communication In oral communication, there is a high degree of comprehension and honesty, as it Notes e is inter-personalised. Oral communication involves no dimension of rigidity. Flexibility is there to make in changes to previously made decisions. Spoken directions are versatile and simple to adapt to a variety of different circumstances. nl In oral communication, the feedback is random. And you may make choices quickly and without hesitation. O Not only does oral communication save time, but it also saves money and energy. Oral communication is best for problem-solving, conflicts, and scandals; so, you will put an end to other issues/differences by pondering on them. ty For teamwork and group strength, oral communication is a must. Oral communication facilitates an organizationally open and encourages the morale of workers. si Oral communication should only be used for private and confidential transfer of data/issues. In a face-to-face interaction, one can guess if he/she can trust what’s being said er by reading facial expressions and body language. Loopholes or Disadvantages of Oral Communication: v Poor message or instruction presentation may lead to confusion and bad reactions. ni It may not be enough to rely solely on oral communication because business communication is registered and organised. Oral communication is less authentic than printed, as it is informal and not the way U written correspondence is structured. Oral communication is timesaving when it comes to everyday activities, but long speeches take a lot of time from sessions and are often unproductive. ity Oral communications aren’t easy to manage and are thus unreliable. Misunderstandings may occur, as the knowledge is not complete and may be missing basics. m It needs to focus on the part of the receivers/audience and great receptivity. Oral correspondence (for example, speeches) is not always used as legal documents except for jobs under investigation. )A Such verbal and non-verbal communication affect spoken communication, sound, or body language, which can change the message’s meaning in the mind of the receiver. 1.1.3 Written Communication: Forms, Advantages and Limitations (c Written signs or symbols serve as a means of communication through written language. Messages can either be typed and electronically scanned or handwritten. Amity Directorate of Distance & Online Education  Professional Communication 7 These written messages can be transmitted via various channels, including mail, Notes e articles, notes, newsletters, job descriptions, employee manuals, and email addresses, all of which are employed for internal communication within an organization. On the other hand, to communicate externally through written means, individuals use emails, in blogs, ideas, telegrams, faxes, postcards, contracts, posters, brochures, and press releases. nl The message conveyed in written communication is influenced by factors such as vocabulary, grammar, writing style, and the accuracy and clarity of the language employed. In the business and professional world, written communication stands out as the most commonly used method of exchanging information. However, it’s worth O noting that written communication comes with both advantages and disadvantages, as explained below. ty Advantages of Written Communication: Written communication is well-suited for conveying complex and crucial instructions in a precise and consistent manner. si It facilitates the establishment of clear organizational values, strategies, and operating guidelines. Written records can be preserved for future reference, making it essential for record-keeping purposes. er Helps in effectively allocating duties and responsibilities. Provides a higher level of precision and transparency compared to verbal v communication. ni Enhances the reputation of an organization through effective written communication. Offers readily available documents and documentation. U Legal defences rely on accurate written records. Reduces the risk of message misunderstanding. Conveys authority more effectively through written orders. ity Messages can be revised and edited multiple times before submission. Enables storing and analyzing received messages for future reference. Allows the reader to review details at their own pace. m Facilitates complete understanding and accurate input from recipients. Limitations of Written Communication: )A Accessibility to written communication may be restricted in some cases. Writing and reading written communication can be time-consuming. May lack a personal touch and come across as unfriendly or impersonal. (c Incurs costs for stationery, workforce, writing, typing, and letter delivery. Feedback is not immediate, as message encoding and delivery take time. Amity Directorate of Distance & Online Education  8 Professional Communication Effective written communication requires strong language and vocabulary skills; Notes e weak writing may negatively impact an organization’s credibility. Excessive paperwork can be burdensome. in Immediate feedback and answering questions are not possible through written communication. nl 1.1.4 Non-verbal Communication According to McConnell, non-verbal communication is an action that produces or expresses meaning, rather than spoken or written communication. It includes, in other O words, facial expressions, body motions and gestures. Nonverbal Communication is about communicating without a word. It is very powerful, maybe even more so than speaking. As the saying goes, “Action speaks louder than words.” ty Speech involves paralanguage, which comprises elements like voice consistency, speed, pitch, volume, and speech style. Additionally, it includes prosodic features such as stress, rhythm, and intonation. On the other hand, written texts incorporate si nonverbal elements like handwriting design, spatial word arrangement, and the physical form of the page. Nonverbal communication research has primarily focused on face-to- face interactions, and it can be categorized into three main areas: the environmental conditions where communication occurs, the physical conditions of the communicator, er and the attitudes of both communicators during the conversation. Body language plays a significant role in nonverbal contact, enabling the receiver to understand the message being conveyed. In many cases, nonverbal signs convey the situation more v accurately than verbal messages. It is common for nonverbal responses to contradict verbal communication, which can impact the effectiveness of the message. The three ni components of nonverbal communication are as follows: - Appearance U When it comes to appearance, the spokesperson’s clothing choice is important. They should dress appropriately for the occasion or setting, whether it’s formal attire for a professional event or more casual attire for a casual setting. The clothes should be clean, well-fitted, and suitable for the spokesperson’s role and the audience they are ity addressing. The spokesperson’s hairdo should be neat and well-groomed. It’s important to avoid any distracting or messy hairstyles that may divert attention from the message being conveyed. m Neatness in overall appearance is crucial. This includes paying attention to personal hygiene, ensuring clean and well-maintained nails, and avoiding any strong odors or excessive use of perfumes or colognes. )A Makeup can be used to enhance the spokesperson’s appearance, but it should be applied subtly and in a way that looks natural. Heavy or overly dramatic makeup may be distracting or give off an unprofessional impression. (c Surroundings: The surroundings in which the spokesperson is delivering their message also play a role in shaping the overall impression. If the spokesperson is speaking from a room, the size of the room can impact the perception of their authority Amity Directorate of Distance & Online Education  Professional Communication 9 and importance. A larger room may create a more formal and official atmosphere, while Notes e a smaller room can be more intimate and casual. Illumination is essential to ensure that the spokesperson is clearly visible to the in audience. Sufficient lighting should be provided to avoid shadows or dimness that can hinder the audience’s ability to see facial expressions and other non-verbal cues. Furniture and decorations in the surroundings should be appropriate for the nl context. They should not be overly distracting or cluttered, as this can divert attention away from the spokesperson. Simple and tasteful arrangements can help create a professional and focused environment. O Body Language Non-verbal cues conveyed through body language are essential in communication. Facial expressions, such as smiling or frowning, can convey emotions and attitudes. ty Eye contact is crucial to show engagement and interest in the conversation. Leaning towards a speaker indicates active listening and genuine interest, while looking away or exhibiting restlessness may suggest disinterest or impatience. si Movements and postures also contribute to body language. A confident and upright posture can project authority and credibility. Fidgeting or slouching, on the other hand, can give off a sense of nervousness or lack of confidence. er Sounds Speech rate refers to the speed at which the spokesperson speaks. Speaking v fast may make it difficult for the audience to comprehend the message, while speaking slowly may lead to boredom or disengagement. A moderate and steady speech rate is ni generally preferred. Volume is the loudness of the spokesperson’s voice. It should be adjusted appropriately to the setting and audience size. Speaking too softly can make it challenging for the audience to hear while speaking too loudly may come across as U aggressive or overpowering. Voice tone encompasses the pitch, intonation, and modulation of the spokesperson’s voice. A pleasant and varied voice tone can make the delivery more ity engaging and interesting. It’s important to avoid a monotonous tone that can lead to disengagement or convey a lack of enthusiasm. Overall, paying attention to appearance, surroundings, body language, and sounds can greatly enhance the effectiveness of a spokesperson’s communication, ensuring that their message is received positively and effectively by the audience. m Functions of Non-verbal Communication According to Argyle, spoken language is primarily used to communicate )A information about external events to individuals, while nonverbal cues serve the purpose of establishing and nurturing interpersonal connections. Expressing emotions and sentiments towards others through nonverbal means is often regarded as more considerate and pleasant, as it helps prevent uncomfortable situations (Rosenthal, Robert and Bella, 1979). Argyle (1988) identified five key functions of nonverbal body (c behavior, namely: ™™ Performing rituals such as greetings Amity Directorate of Distance & Online Education  10 Professional Communication ™™ Supporting verbal communication by using contact signals between speakers Notes e and listeners Representing oneself to others ™™ Demonstrating interpersonal attitudes in ™™ Expressing emotions behaviors associated with immediacy, such as smiling, open body positions, and eye contact, are examples of nonverbal actions through which humans convey a sense of interpersonal closeness. Cultures nl that exhibit these immediacy behaviors are often referred to as high-contact cultures. Advantages of Non-verbal Communication O It is important to engage with individuals who have hearing impairments. Non-verbal communication can be utilized in situations where verbal conversation needs to be halted. ty Non-verbal communication allows for interaction even when the meaning of the message is not known to those in proximity. Non-verbal communication can bridge the gap when a person is physically distant si and unable to hear your words (for instance, through gestures). Non-verbal contact involves concise and succinct exchanges. er Non-verbal contact is a time-efficient means of communication, particularly for individuals who do not comprehend your spoken language. Disadvantages of Non-verbal Communication v Long conversations relying solely on non-verbal communication are generally ni impractical due to the potential negative consequences associated with it. Non-verbal communication practices vary across different cultures. Intricacies and nuances of communication relying on non-verbal cues cannot be U extensively explored. It does not possess the same level of effectiveness as a tool for public relations. Non-verbal communication is limited in its applicability and generally less effective ity compared to verbal interaction. 1.1.5 Principles and Significance of Non-Verbal Communication: Non-verbal language is fluid: The non-verbal communication is the process of m conveying a message through means other than verbal language. It encompasses various elements such as body movements, facial expressions, vocal tones, pacing, posture, and spatial positioning during conversation. These nonverbal )A cues can either enhance or impede the clear understanding of the intended message, sometimes veiling the true meaning behind it. The study of nonverbal communication is intricate and challenging due to its inherent ambiguity, making it an intriguing area for research and comprehension. Nonverbal communication encompasses the entirety of one’s body, the space it occupies and influences, the (c temporal aspect of communication, and not only what is left unsaid but also how it is left unsaid. Amity Directorate of Distance & Online Education  Professional Communication 11 Non-verbal communication is permanent: It is permanent Nonverbal Notes e Communication. Written correspondence provides the opportunity for clarification, rectification, or retraction without completely disregarding the original argument. In contrast to written communication, oral communication allows for immediate in adjustments or “do-overs” where you can justify and restate your point in order to enhance clarity. At some point in life, we may have said something we wish we could take back, realizing the consequences the hard way. While oral nl communication offers some scope for clarification, it cannot erase the impact of the original message. Nonverbal communication takes it a step further. It is inseparable from other verbal and nonverbal actions of communication and O cannot be undone. In a speech, nonverbal communication is constant, occurring frequently and dynamically, making it challenging to delineate the boundaries of each nonverbal message. While words can be easily categorized and separated, understanding the intended meaning and drawing accurate inferences requires ty considering the collective context of expressions, gestures, and postures. It is important to recognize the significance of nonverbal cues in public speaking since, as the old saying goes, “Actions speak louder than words.” This holds true si as people often pay more attention to nonverbal signals than the verbal content. Therefore, nonverbal communication plays a vital role in either bolstering or undermining the effectiveness of conveying messages to the public. er Non-verbal communication is fast: Nonverbal communication operates swiftly, involuntarily revealing your thoughts and emotions even before you consciously realize them. Visitors can perceive more about you than you might have anticipated, as your nonverbal cues include both intentional and unintentional v signals. Due to the rapidity of these cues, the unintentional ones might contradict your intended verbal message or expected response. ni Substituting Communication: Incorporating or even substituting verbal communication, nonverbal cues hold significant importance as people often pay U more attention to how something is conveyed rather than just the words spoken. Nonverbal gestures, like illustrators, effectively express messages and reinforce arguments. For instance, using hand movements to indicate the size or shape of an object during a conversation. Nonverbal communication can also include ity emblems, which are movements or gestures with agreed-upon meanings, like a thumbs-up signifying approval. Regulators are another aspect of nonverbal communication, guiding and controlling interactions. For instance, holding up a hand signals someone to stop talking when their m message is confusing or disturbing. In social settings, regulators from the audience, such as nodding and good eye contact, can encourage a speaker to continue, while signs of disinterest may indicate the need to adapt or conclude the presentation. )A Nonverbal displays reflect thoughts and feelings, such as frowning or shaking one’s head to convey disagreement or the need for silence. Intentional nonverbal communication can complement, repeat, substitute, disguise, or even contradict verbal messages. For instance, nodding and saying “yes” to accept an invitation, or using nonverbal cues to mask one’s true thoughts or feelings about a situation, as a way to (c avoid hurting someone’s feelings. Masking involves replacing appropriate nonverbal cues with potentially misleading ones. Amity Directorate of Distance & Online Education  12 Professional Communication Some Nonverbal Expressions Notes e Adaptors Help us feel at ease or display emotions or moods Affects Helps in expressing thoughts or feelings in Complementing Oral communication enthancement Contradicting Contradicting verbal communication nl Emblems Non-verbal gestures, which have a meaning, and which can substitute or reinforce words Illustrators Strengthen verbal communication O Masking Substitution of more suitable displas for less suitble displays Object-adapters Use of an ob ject for another purpose than its intenced design Regulators Track, promote or disincentive interaction ty Repeating Repeating oral communication Replacing Replacing verbla communication Self-adapters Adapt something about yhourself in a way it is not meant for si any apparent reason e.g. bending one’s fingers backwards. Non-verbal communication is a universal phenomenon that occurs throughout our er daily interactions. From morning to night, whether at work, home, with friends, or relatives, non-verbal cues play a significant role in our communication. Consider the different contexts in which you find yourself and notice the various non-verbal communication gaps that exist. For instance, you might not act the same way at v work as you do with friends due to job expectations, but non-verbal communication surrounds you at all times. ni Understanding non-verbal communication can be confusing and dependent on context. To grasp the meaning behind a gesture or lack thereof, you need contextual clues and prior knowledge about the person. Non-verbal U communication is omnipresent, used by everyone, but it’s not always straightforward; it depends on when, where, why, and how you communicate. Non-verbal communication can be intentional or unintentional. For instance, as a ity salesman in a department store, you might unintentionally display disappointment through facial expressions even when trying to be polite and courteous. Deciphering whether non-verbal cues are deliberate or involuntary can be challenging. m Non-verbal messages play a significant role in conveying feelings and attitudes. According to Albert Mehrabian, a considerable portion of emotional signals is expressed non-verbally, mainly through facial movements. However, emotions can )A shift over time, and an initial reaction might not always accurately reflect one’s true feelings and attitudes. Non-verbal communication is crucial in the speaker/audience relationship. Before any words are spoken, people begin to interpret non-verbal cues, such as appearance and body language, forming first impressions. Being mindful of your (c non-verbal communication as a speaker is essential, as it contributes to the overall message and audience perception. Amity Directorate of Distance & Online Education  Professional Communication 13 In summary, non-verbal communication is a powerful method of conveying Notes e messages without using words. It is both universal and contextual, intentional or unintentional, and communicates thoughts and beliefs effectively. Understanding and being mindful of non-verbal cues enhance the communication process and complement in verbal messages. 1.1.6 KOPPACT: Kinesis, Oculesics, Paralanguage, Artifacts, nl Chronemics, and Tactilics Koppact O Non-verbal communication plays a crucial role in our overall communication skills, and it is a multifaceted aspect. It involves conveying messages or reactions without using words explicitly. Non-verbal cues are integral to our behavior and are instrumental ty in understanding the intentions of the other party. They encompass both implicit and explicit meanings, providing insights into emotional states and reinforcing verbal messages. Non-verbal communication serves five main functions in the communication process: si 1. Repeat: It restates the verbal message through non-verbal means. 2. Refute: It contradicts or negates the verbal message. 3. er Substitute: It acts as a replacement for verbal communication. 4. Complement: It enhances or complements the verbal message. v 5. Accentuate: It emphasizes specific aspects of the verbal message. During presentations, one should be mindful of non-verbal activities and spatial ni arrangements of words. There are several types of non-verbal communication styles that can be abbreviated as “KOPPACT,” which stands for: Kinesis: Refers to body language, including body movements, gestures, postures, U head, and hand movements. These non-verbal cues can accentuate verbal messages and have components such as voice quality, adapters, regulators, show effects, and illustrators. ity Oculesics: Involves the use of eye contact, facial expressions, micro-expressions, and sign language to convey emotions and intentions. Paralanguage: Encompasses vocal cues such as tone, pitch, volume, and pace that accompany verbal communication. m Proxemics: Deals with the use of personal space and distance between individuals during communication. Artefacts: Relates to the use of objects or personal possessions that communicate )A information about the individual. Chronemics: Refers to the use of time and its impact on communication, such as punctuality or response time. Tactilics: Involves the use of touch and physical contact to convey emotions or (c messages. The Kinesics aspect, which focuses on body language, includes gestures, Amity Directorate of Distance & Online Education  14 Professional Communication postures, head and hand movements, and facial expressions. Facial expressions, Notes e for example, are highly relevant in non-verbal communication, as they account for 55 percent of overall non-verbal cues. Postures can reflect emotions, attitudes, and intentions, while gestures, like hand movements and nods, reinforce messages. in However, it’s essential to be mindful of cultural differences in interpreting gestures to avoid misunderstandings. nl In conclusion, Kinesics is the study of body language and physical movements that form an essential part of non-verbal communication and serve as an intelligent means of expressing and understanding messages. O ty si v er https://in.pinterest.com/pin/examples-of-body-language-recognize-nonverbal- cues--558235316319437045/ ni Oculesics: Oculesics, which pertains to how we use our eyes, involves the use of eye movement and gaze. It plays a significant role in nonverbal communication and U can be utilized to deceive or mislead others. Establishing appropriate eye contact is essential as it conveys important cues to the audience. Maintaining eye contact can foster awareness, engagement, commitment, and public attention, serving three primary purposes. Firstly, maintaining eye contact allows for effective communication, ity where both parties provide input and receive feedback. When someone looks directly at the speaker, it shows that they are attentive and interested in the message being conveyed. Conversely, a lack of eye contact can indicate disinterest. Secondly, eye contact helps in regulating conversation flow. When someone is speaking, the listener typically maintains eye contact, indicating their active engagement. When the speaker m finishes speaking, they may look at the other person directly, signalling that it’s their turn to speak. Lastly, oculesics plays a role in understanding interpersonal relationships. Avoiding eye contact might indicate dislike or discomfort, and changes in pupil size can )A reveal emotional responses. Conversely, strong and positive eye contact can signal genuine interest or attraction. In summary, oculesics, or the use of our eyes in communication, is a powerful tool that influences various aspects of social interaction and can reveal important nonverbal (c cues about our thoughts and feelings. Amity Directorate of Distance & Online Education  Professional Communication 15 Notes e in nl O ty https://melissatlj.wordpress.com/author/melissatlj/ Proxemics: Proxemics refers to the spatial arrangement that characterizes the si intimacy and closeness between individuals, groups, or societies. It encompasses various forms of interaction, such as embracing, touching, and whispering. Individuals who share close bonds like friends, family, and acquaintances tend to maintain a smaller physical distance from each other, which fosters better mutual understanding. er The concept of personal space is universal, but its specific requirements can vary based on cultural norms, situational context, and the level of relationship closeness. Moreover, physical distance can convey a range of nonverbal messages, such as v expressions of intimacy, affection, aggression, or dominance. For instance, when delivering a speech, it is advisable to maintain a gap of approximately eight to ten feet ni from the audience. Paralanguage: Paralanguage refers to the pitch and tone of our verbal communication, focusing on how something is said rather than what is said. When U we speak, people not only hear our words but also pay attention to the manner in which we speak. This includes factors such as speaking pace, timing, volume, tone, and inflection. Our tone of voice can convey various emotions such as sarcasm, anger, affection, and trust. Pitch, which involves the modulation of high and low ity voices, can express happiness or rage. High pitch can be used to highlight important messages, while low pitch may indicate less importance, fatigue, or disinterest. Paralanguage encompasses elements like facial expressions, voice tones, gestures, eye contact, physical proximity, patterns of touch, expressive movements, and even m moments of silence. Artifacts: Artifacts are things or things that people make and use on a daily basis. These items can be physical things that have meaning or significance in a particular )A culture or context, such as clothing, accessories, tools, or technology. Artifacts are used intentionally or unintentionally in nonverbal communication to convey messages, express identities, and communicate specific intentions or emotions. Artifacts refer to the possessions individuals hold, such as their choice of clothing. These artifacts contribute to enhancing one’s personal appeal. Our viewpoint holds the power to make (c a positive impression on others. The manner in which we present ourselves is of great significance as it enables the public to gain a deeper understanding of who we are Amity Directorate of Distance & Online Education  16 Professional Communication and form judgments. Artifacts are integral to non-verbal communication, specifically in Notes e relation to how one’s attire influences their social interactions. Chronemics: The aspect of chronemics, which refers to the use of time, plays a in significant role in establishing a harmonious connection between verbal and nonverbal communication during a presentation. The perception of time helps signal the beginning and conclusion of events, while also conveying the level of interest or disinterest from nl both the audience and the speaker. For instance, glancing at a watch while speaking may indicate a lack of engagement and potentially distract the listeners, implying a diminishing interest. Time-related factors such as temporal processing, cognitive functions, emotional responses, physical manifestations, time intervals, and perception O encompass various dimensions of temporal dynamics. Tactilics: It is also referred to as tactile communication, which involves using touch or physical contact to convey messages, emotions, or information, focusing specifically ty on the tactile aspect of nonverbal communication. Key aspects of tactilics in nonverbal communication include the following: 1. Variety of Touch: Tactile communication encompasses different types of touch, such si as functional touch, social-polite touch, friendship touch, love-intimacy touch, and aggressive touch. Each type carries distinct meanings and can vary across cultures. er 2. Cultural Differences: The interpretation and acceptance of touch vary significantly among different cultures. Some cultures may have more lenient attitudes towards touch, while others may have more stringent norms and boundaries. It is crucial to be mindful of cultural variations when engaging in tactile communication. v 3. Communicative Functions: Tactile communication serves various purposes, including expressing affection, providing comfort or support, displaying empathy, establishing ni power dynamics, or conveying dominance. The context and the relationship between individuals play a significant role in interpreting touch. 4. Gender and Tactilics: Societal norms and cultural expectations often influence gender U disparities in tactile communication. For instance, certain cultures may expect men to exhibit less touch compared to women. However, gender norms are not universal and may differ across societies. ity Summary Communication serves the purpose of educating and providing instructions to people. m It is commonly observed in settings like classrooms, churches, and political rallies, where information is shared. Communication imparts know-how and skills to enable smooth functioning in )A society. It enhances visibility and encourages active engagement in public life. When seeking information, we inquire and request details from others. Listening serves various purposes, such as entertainment, engaging in debates, (c and understanding for self-awareness. Communication is essential for mutual understanding among individuals and self- Amity Directorate of Distance & Online Education  Professional Communication 17 awareness. Notes e It plays a crucial role in establishing meaningful relationships, fulfilling both basic and social needs of human beings. in People spend significant time trying to influence and persuade others to adopt their thoughts and behaviors. nl Glossary: Communis: The Latin word ‘communis’ which means mutual sharing or to give and take. O Encoder: One who develops and dispatches the message Decoder: One who interprets the message Kinesics: Body movements and gestures ty Oculesics: Eye movement Paralanguage: Also known as vocalics, this is a means of communication such si as tone of voice, laughter, and sometimes gestures and facial expressions that accompany speech and convey further meaning. Proxemics: Amount of space that people feel it necessary to set between themselves and others. er Artefacts: Artifacts are forms of decorative ornamentation like clothing, cars and homes etc. that are chosen to represent self-concept. v Tactilics: Science of touch language ni Chronemics: It is the study of the use of time in non-verbal communication. Check your Understanding U 1. What could be the consequence of presenting a message or instruction poorly? a) Confusion b) Good interaction ity c) Rigidity d) Flexibility 2. Is body language considered a component of communication? m a) Oral Communication b) Written Communication c) Verbal Communication )A d) Non-verbal Communication 3. When the sender sends the message to the recipient, the message has to pass through? (c a) Two b) Three Amity Directorate of Distance & Online Education  18 Professional Communication c) Five Notes e d) Six 4. is sent to the sender from the recipient. in a) Message b) Feedback nl c) Brochure d) Attitude O 5. An essential component of non-verbal communication is a) Appearance b) Body language ty c) Sounds d) Surroundings si 6. What should be the way of communication when a person is too far from you to hear a) Smiling b) Posturing er c) Glancing d) Gesturing v 7. The most important aspect of Oculesics is a) Face contact ni b) Hand contact. c) Body contact. U d) Eye contact 8. What are the various types of non-verbal communication styles? a) SAPPACT ity b) DEPPACT c) KOPPACT d) BOPPACT m 9. Tactillcs is all about which behaviour. a) Hearing behaviour )A b) Gazing behaviour c) Walking behaviour d) Touching behavior 10. A communication that conveys a message through letters/ words is called (c a) Spoken Communication b) Written Communication Amity Directorate of Distance & Online Education  Professional Communication 19 c) Verbal Communication Notes e d) Non-verbal communication 11. Which of the following is not one of the 7 C’s of communication? in a) Clarity b) Consistency nl c) Convenience d) Conciseness O 12. Which “C” focuses on the idea that communication should be easy to understand and comprehend? a) Correctness ty b) Completeness c) Clarity d) Coherence si 13. Which of the following is a characteristic of actual written communication? a) Limited use of visuals b) Ambiguous language er c) Lengthy and complex sentences d) Concise and organised content v 14. What is the advantage of written communication over oral communication? ni a) Immediate feedback b) Less scope for misunderstanding U c) High personal touch d) Flexible interpretation 15. Non-verbal communication includes which of the following? ity a) Only spoken words b) Only written messages c) Facial expressions, gestures, and body language m d) Only formal presentations 16. Which of the following is an example of a non-verbal communication cue? a) Email signature )A b) Phone call tone c) Font size in a document d) Handshake (c 17. Paralinguistics primarily deals with which aspect of communication? a) Written messages Amity Directorate of Distance & Online Education  20 Professional Communication b) Verbal cues beyond words Notes e c) Visual aids d) Formal presentations in 18. Artifactics in communication refers to: a) Study of ancient artifacts nl b) Use of non-verbal cues c) Writing techniques O d) Analysis of written documents 19. Chronemics involves the study of: a) Facial expressions ty b) Time in communication c) Hand gestures d) Personal space si 20. Tactilics in communication refers to the study of: a) Written communication styles er b) Touch and physical contact c) Use of visual aids v d) Vocal intonations ni Exercises 1. What are the advantages of written communication? Provide three examples. 2. What is the significance of Oculesics in communication? Provide two examples. U 3. Discuss the significance of both verbal and nonverbal communication in conveying emotions and attitudes. ity Learning Activity 1. Explain the foundations of nonverbal communication and how they affect how people interact with one another. How do relationships and workplace dynamics change as a result of nonverbal communication? m 2. Explore the concept of KOPPACT (Kinesics, Oculesics, Proxemics, Paralinguistics, Artifactics, Chronemics, Tactilics) in the context of nonverbal communication. Provide examples of each element and how they can be applied in a professional setting. )A Check Your Understanding- Answers 1. a 2. d (c 3. c 4. a Amity Directorate of Distance & Online Education  Professional Communication 21 5. b Notes e 6. d 7. d in 8. c 9. d nl 10. b 11. c O 12. c 13. d 14. b ty 15. c 16. d si 17. b 18. b 19. b er 20. b Further Readings and Bibliography v 1. Management, Stoner, Freemand & Gilbert ni 2. Principles & Practices of Management, L.M. Prasad / C.B. Gupta 3. Management Today, Burton & Thakur U ity m )A (c Amity Directorate of Distance & Online Education  22 Professional Communication Module - II: Social Communication and Cross-cultural Notes e Communication in Learning Objectives: At the end of this topic, you will be able to: nl Demonstrate various methods of facilitating informal communication. Compare the roles of small talk and grapevine communication O Discuss the roles of various factors in public speaking. Compare multi-cultural context, ethnocentrism, stereotyping, cultural relativism, cultural shock, and social change. ty Introduction Communication refers to all types of information transmission between sender and recipient, using technology and agents that cannot be quantified. This is both a si mechanism and an action. When taking you a long way through your career, the ability to communicate in a er professional manner is essential and even more important for a well-balanced personal life. According to the American Speech-Language-Hearing Association (ASHA), social communication is the combined interplay of social interaction, social cognition, pragmatics (verbal and nonverbal), and receptive and expressive language processing. v In simpler terms, it pertains to how language is used in social settings. Communication is a skill known to everyone, but not everyone becomes a master of it, especially in the ni context of workplace communication. Workplace communication extends beyond one-on-one interactions. It involves the exchange of information among individuals or groups, which can occur through various U means such as voicemails, text messages, phone calls, face-to-face conversations, and written notes. ity 2.1 Social Communication Essentials 2.1.1 Small Talk: Purpose, Topics, and Conversation Starters Social communication is a fundamental aspect of human interaction that involves m various verbal and nonverbal cues, as well as the ability to adapt communication styles based on different contexts and cultural norms. Effective social communication requires active listening, clear and concise verbal expression, and nonverbal communication. )A Active listening involves paying attention to tone of voice, body language, and other nonverbal cues that convey additional meaning. Clear and concise verbal expression involves using appropriate language, organizing thoughts logically, and adapting communication style to the intended audience. Nonverbal communication involves facial expressions, body language, gestures, and eye contact. Social communication is (c a vital skill set that enables individuals to connect, collaborate, and build relationships. It involves understanding and navigating cultural differences, developing cultural competence, understanding online etiquette, managing virtual relationships, and Amity Directorate of Distance & Online Education  Professional Communication 23 effectively conveying messages through written text or multimedia formats. Active Notes