Communication and Body Language

KVS, ZIET

Instructor

Dr. Neetu Ganapathy

Assistant Professor

SDM IMD, Mysore

We’ll learn…

• Communication and its Importance• Process of Communication• Communication Channels• Barriers to Communication• Body Language

What is Communication?

• Communication is a process that involves the transmission of meaningful information from one party to another through the use of shared symbols.

• Facilitates interaction among people• Is successful when meaning is understood

and the predetermined purpose is achieved

• Has to be two way to be effective

The Communication Process

FeedbackNoise

NoiseCommunication Channel

Sender

(encodes message)

Receiver

(decodes message)

MemosE-mail

Face to Face

LettersPhone

What are the ways in which we communicate?

Spoken Word

Written Word

Visual Images

Body Language

The Communication Process

• Communication should be– Clear– Concise– Correct– Courteous– Complete

Communication Channels Ranked by Information

RichnessRichest Channel Leanest Channel

Physical presence (face-to-face, meetings)

Interactive channels (telephone, electronic media, voice mail, e-mail)

Personal static channels (memos, letters, reports tailored to receiver)

Impersonal static channels (fliers, bulletins, generalized reports)

Best for non-routine, ambiguous, difficult messages

Best for routine, clear, simple messages

Channels of communication• Several channels• Important to know when to use which channel to ensure

maximum impact of message• “It is important to know when to use email, when to pick

up the phone, get in a car, or board a plane.” – Michael Eisner, Past Chairman of the board, Walt Disney Corporation.

Barriers to Effective Communication

• Barriers can disrupt the accurate transmission of information.• These barriers take different forms:

– Feedback barrier– Noise barrier– Perception barrier

Body Language

The Mehrabian Model

• Proposed by Prof. Albert Mehrabian, UCLA• In communication

– 7% of meaning is in the words spoken– 38% of meaning is paralinguistic (the manner in which

the words are said)– 55% of meaning is conveyed through facial

expression/body language

The Mehrabian Model

• Underlines the importance of non-verbal factors in communication– But cannot be used as a rule for any form of

communication• Emphasises the need for more care to be taken while

communicating on the phone or by e-mail due to absence of visual cues.

Body Language

If the eyes are the windows of the soul, then the body is the mirror of our feelings.

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Body Language

“What we say is not as important as how we say

it.”

Body Language

• Facial expressions• Eyes• Gestures• Posture• Movement

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Body Language

• Facial expressions – Convey our feelings.– Don’t frown.– Smile!

• “Smile is a curve that puts many things straight.”

• Only possible if you are confident, comfortable and in control.

Body Language

• Eye contact– “Eyes are the mirror of the soul” -

Leonardo Da Vinci.– Scan the audience. Pause two/three

seconds with each listener.– Builds trust.– Results in a conversation instead of a

speech.– Use Star formation

Body Language

• Gestures– Speak with your hands. But don’t overdo it.– Indicates openness– Use gentle and slow movements.– Avoid

• Pointing a finger at someone when speaking.• Putting your hands in your pockets – indicates you are

unsure.• Holding hands behind your back - Leave them at your

side.• Washing your hands

Body Language

• Arms– Open arms

• Approachable• Open minded

– Folded arms• Defensive• Cold• Stubborn

Body Language

• Posture– Shoulders

• Pull shoulders back and tilt head upwards.• Don’t slouch.• Helps convey confidence.

– Tilting body weight– Stand when speaking

• People should look up to you and not down!!!• Movement

– Move around, but don’t pace the floor!– Don’t be glued to one place.– Don’t move because you have to!

The importance of Communication

• The Wall Street Journal – “To stand out from the competition, you must

demonstrate the unwritten requirements that are now most in demand : Leadership and communication skills.”

• Peter Drucker – “Colleges teach the one thing that is perhaps the most

valuable for the future employee to know. But very few students bother to learn it. This one basic skill is the ability to organise and express ideas in writing and speaking.”

Remember…

• Communication is a life skill.

• We need to acquire it to succeed.

• Good Luck in your quest to be a better communicator!

Thank you!