Verbal and Non

Verbal
Communication
HBO (CHAPTER 11)
JPL LAZARO
MEM
 OUT
LIN
E

VERBAL
R
COMMUNICATION
PTE
11
CHA

NON VERBAL
COMMUNICATION
DES
CRI
PTI - is the process of
ON
communication by

N
TIO mouth. It should
not
BAL

be treated solely
ICA

in terms of the
VER

verbal content of
MN

what is being said,

however,
COM

It should
incorporate other
DES
CRI FOR INSTANCE,
PTI
ON
thevariation in social

N
status of the participants;
TIO
their emotional attitudes;
BAL
ICA

various nonverbal
the
signs, such as eye gaze, body
VER
MN

signals, etc.;

thesocial context of the

COM

communication; and

each individuals
 FEA Interpersonal verbal
TUR
ES communication is
characterized by:

N
the way the words are
TIO spoken;
BAL
ICA

the accompanying
nonverbal information:
facial expression, gestures
VER
MN

and posture;

the expectation of
COM

participants;

the context in which the

 FEA These include:
TUR
ES
reflexes, e.g. coughing;

N
nonverbal noises, e.g.
TIO grunts, which need nonverbal
accompaniment to clarify
BAL

their meanings;
ICA

voice quality, e.g. accents

VER
MN

linguistic aspects, in terms

of the choice of words; and
COM

paralinguistic aspects,
namely timing, speech, rhythm,
tone of voice and pitch of voice.
COM Interpersonal
PON
ENT
S
communication

N
- complex
consists of a
TIO fabric of interacting
BAL

cues or signals of
ICA

moving kinds, in particular

the sequence of words
VER

coloured by voice, tone, pitch,

MN

stress or rhythm, and

movement of eyes, hands and
COM

body.
COM This is concerned with the three
PON
ENT kinds of meaning attached to
S words:

N
1. Denotive the key
O features that distinguish
AT I
it;
L
COM ERBA
NIC

2. Connotive varies
according to experience,
MU

association and context; and

V

3. Indexical provide an
indication of the nature of
the speaker.
COM UNDERSTANDING
PON
ENT
S The FIDO principle is worth
noting. It says that learning by
communication is enhanced by:

N
TIO
Frequency - an indication
BAL

of its significance and the need

ICA

for the recipient of the message

to understand the message and
VER

retain it.
MN

Intensity -an indicator of

COM

the importance of the message

being communicated to the
recipient.
COM
PON
ENT
S Duration. There must be
time for the message to be

N
received and understood by
O the recipient.
AT I
L

Over again. Repeating

COM ERBA
NIC

the message is a means of

ensuring the message is
MU

understood, reinforcing the

V

key points and that ensuring

the various elements of the
message are clear in the
mind of the recipient.
COM
PON
ENT Fundamentally,
S

N
A manager must make sure
he tells his employees what
O they need to know. He
AT I
L

should not leave it to them to

COM ERBA

read his mind or to pick

NIC

up the necessary facts. He

should ensure they are
MU

promptly and accurately

V

informed of matters relevant

to their work.
COM
PON Communication should be
ENT
S
dispensed in small doses

N
as most people can absorb
only a limited amount of
O information at one time.
AT I
Long and involved
L
COM ERBA

communications
NIC

are
seldom read or listened to
and, if they are, they are
MU

rarely digested. Only a few

V

important points should

be communicated at a time.
 to phrase his
COM
PON communications in simple
ENT direct style. Consideration
S
must be given to the level

N
of education and
O experience of employees
AT I
and others. Even well-
L

educated employees,
COM ERBA

however, are more likely to

NIC

perceive the intended

message correctly if it is
MU

phrased in the most

V

straightforward
manner.
COM The art of plain
PON
ENT
S talk

N
These are,

O
AT I
the number of words in a
L

sentence the shorter the

COM ERBA

sentence, the more easily it will be

NIC

understood;

the number of syllables

MU

the shorter the length of the words

V

used, the easier they are understood;

and

the number of
personal words and
COM
PON LISTENING
ENT
S SKILLS

N
- is an essential
O element of the verbal
AT I
L

communication process.
COM ERBA

It is an active process
NIC

that has three basic

steps:
MU
V

1. Hearing. This
entails listening to such
an extent to grasp what
COM
PON
ENT
S
2. Understanding. This

N
second stage of the listening

O
process takes place when the
listener takes in what has
AT I
L

been heard and understands

COM ERBA

it in his own particular way.

NIC

3. Judging. After
MU

understanding what a person

V

has said, judging is the

process of deciding whether
what that person has said
makes sense.
COM A GOOD LISTENER
PON
ENT
S gives full attention to the
speaker, ignoring distractions

N
and concentrating on what is
O being said;
AT I
L

focuses his mind on the matter

COM ERBA
NIC

in question and does not let his

mind wander;
MU

allows the speaker to finish

V

before making a reply;

allows time to consider

what has been said before
deciding on the content of his
COM
PON listens for the main ideas, the
E N T principal points which the speaker
S
wants to get across, separating

N
opinions expressed by the speaker
from actual facts;
O
AT I
asks questions with a view to
L

reinforcing his understanding of

COM ERBA
NIC

what has been said; and

gives feedback to the speaker

MU

through various forms of nonverbal

V

communication, (such as
nodding) to indicate
understanding, and facial
expression (such as frowning)
to indicate a lack of understanding.
COM
PON
ENT
S

ON
BAL - is an important
AT I feature of the total
communication
VER

process. It has
NIC

several functions:
MU
NON
COM
COM Nonverbal communication can give
PON support to verbal communication in
ENT that
S

ON
gestures can add to or
BAL emphasize words;
AT I terminal glances help with
speech synchronization;
VER
NIC

tone of voice and facial

expression indicate the mood in
MU
NON

which remarks are intended to be

taken; and
COM

feedback on how others are

responding to what is being said is
obtained by nonverbal devices e.g.
COM It can replace speech
PON
ENT
S
where speech is not
possible.

ON
BAL
It can perform ritualistic
AT I functions in everyday life
and can communicate
VER
NIC

complex messages in
greeting and farewell
MU

ceremonies.
NON
COM

It can express feelings

we have about others, e.g.
like or dislike.
 It aint what you
say, its the way

N
that you say it!
SIO Similarly, the type sincerity,
mood, confidence and the
emotional state of that
C LU

individual. Much is to be
learned from the nonverbal
messages, such as eye
CON

contact, hand gestures,

body movements and
posture, which accompany
 SUCCESS
IS NOT A

DESTINY,
NK
!!!
IT IS A
THA
YO U

JOURNEY.
-JOHN MAXWELL