Institute of ec Management Technology Centre for Distance Leaming, Ghaziabad HRMCOO01 MANAGERIAL COMMUNICATIONInstitute of Management Technology IMT | Centre for Distance Leaming, Ghaziabad VISION Imparting continuum of management education through distance mode tolearnersacross the globe. MISSION Bean academic community leveraging technology as a bridge to innovation and life-long learning, ‘To continuously evolve management competencies for enhanced employability and entrepreneurship. ‘Toserve society through excellence and leadership in management education, research and consultancy.Institute of HRMCO01 Management Technology Managerial IMT | Centre for Distance Leaming, Ghaziabad Communication ecco INDEX unira Dyadic Communication 1 UNIT2 Non-Verbal Communication 18 unir3 Listening - Meaning, Importance and Barriers to Listening 35 unira ‘Communication Vehicle Analysis 54 units Significance and Norms for Business Letters 2 units Writing Business Letters 93 unit7 Using Technology Wisely: Interacting with Social Networking Websites 112 units Report Writing 127 unira Transactional Analysis 145 unit 10 Conflict and Negotiation 168 unit ‘Team Communication and Cross-Cultural Communication 184 UNIT 12, Conducting Meetings: Significance, Procedure, Minutes, Resolutions 201 uniTa3 Effective Presentations and Use of Visual Aids 216 unita4 Group Discussion, Seminars, Conference, Debate and Speeches 230 uniTas Job Applications 247 uniras Résumé Writing 266‘ACKNOWLEDGEMENT We acknowledge, with gratitude, the assistance taken, in preparing the study ‘material of the present course, from the texts, websites, and a/v sources cited at different places within the Units. We, thankfully, also acknowledge the assistance taken by us from the content generated by individual authors, publishing houses, educational institutes, research agencies, consultancies, government bodies and publicsources of commercial organizations etc. (cited within the Units).EXPERT COMMITTEE Prof (Dr) S. R. Musanna IMT COL, Ghaziabad Prof. (Dr.) Ravindra Kumar IMT CDL, Ghaziabad Prof (Dr) Subhajit Bhattacharya IMT, Ghaziabad Prof. (Dr.) A. H. Kalro (Retd.) LIM, Kozhikode Prof. (Dr) PK. Jain IIT, Delhi Prof. (Dr.) 8. B. Chakraborti (Retd.) |IM, Kolkata Dr. Amitabh D. Kadwani LIM, indore Dr. Rajib Lochan Dhar IIT, Roorkee Mr. Bhagwat Kharat Unichem Labs, Mumbai Prof. (Dr. Asif Zameer IMT CDL, Ghaziabad SLM PREPARATION TEAM Dr. Nidhi Mathur IMT CDL, Ghaziabad Prof. (Dr.) Rashmi Sharma Delhi School of Business, New Delhi Dr. Rashmi Agarwal Corporate Trainer Dr. Deepak Behl Director HR, The Park Hotels COURSE COORDINATOR EXPERT REVIEW Dr. Nidhi Mathur IMT COL, Ghaziabad Prof. (Dr.) Anita Tripathy Lal FORE School of Management, New Delhi PUBLISHER & PRINTER Published by: Institute of Management Technology, Centre for Distance Learning, Ghaziabad Publisher Address: A-16, Site3, UPSIDC Industrial Area, Meerut Road, Ghaziabad Printed by: Utility Forms Pvt. Ltd., A-23/8-1, Mohan Cooperative industrial Estate, Mathura Road, New Delhi-110044; Phone No:011-45757575; E-mail: sales@utilityforms.com Edition First (2021) © Institute of Management Technology, Centre for Distance Learning, Ghaziabad ISBN: 978-81-951960-9-8 Allrights reserved. No part of this workmay be reproduced in any form, by mimeography or any other means, without permission in writing from Institute of Management Technology, Centre for Distance Learning. Further information on institute of Management Technology, Centre for Distance Learning may be obtained from Institute's Head Office at Ghaziabad or www.imtedl.ac.innMco0 ‘Manager Communication ue NOTES DYADIC COMMUNICATION STRUCTURE 1.0 Objectives 1.1 Introduction 1.2. Dyadic Communication 1.3. Conducting interview 1.4 TelephonicCommuni 15 LetUssumUp 16 KeyWords L7 References and Suggested Additional Readings 1.8 Self-Assessment Questions 1.9. CheckYour Progress- Possible Answers 1.10 AnswerstoSelf-Assessment Questions tion 1.0 OBJECTIVES We expect you to carefully read this unit, may be twice as per individual requirement and acquire the ability to: describe dyadic communication ‘= understand the differences in the various forms of dyadic communication * describe the multiple stages of dyadic communication in correct sequence ‘know the media vehicles for dyadic communication ‘© design a dyadic communication strategy for your organization 1.1 INTRODUCTION You must have heard about interpersonal communication supposedly the most common. form of oral communication. In this unit we shall discuss Dyadic Communication which is. ‘communication between two persons who interact face-to-face as senders and receivers of the content of communication. Remember that telephone conversations too come under this type as in this case two people set up conversation with the help of telephonewir yati Communication NOTES instruments. Clearly, all forms of two-people communication may be termed as Dyadic ‘Communication. 1.2. DYADIC COMMUNICATION ‘We have given you a general idea about Dyadic Communication and the two-people agency ‘engaging in face-to-face interaction for the purposes of social facilitation or fulfilment or ‘exchange of ideas and information. In this section we will give you expanded details of this form of communication andalso explain theirinter-relationships. 11.2.1, MEANING OF DYADIC COMMUNICATION ‘The term ‘dyad! has been derived from the Greek word dyds, meaning a “pair”, In our context, we can understand it as a group of two people, which is the smallest possible social ‘group. Thus, dyadic communication is defined as communication between two people. It is the tete-a-tete form of verbal communication. For instance, exchange of mutual ideas, thoughts, perceptions, likes and dislikes, instructions, dictation, etc. between two Individuals constitute dyadiccommunication, In Dyadic Communication, a person shares his thoughts with another person. The ‘communicator can also use charts, graphs, animations, slides, music, sounds, video clips, his ‘own voice, gestures, body language, facial expressions, written reports, and stil images for the purposes of communication. People working in firms, government departments as well as people discussing things in the groups of two also come under the category of Dyadic ‘Communication. They cannot afford to be impersonal with each other because they are addressing each other by being physically present in a room, office, garden or at any other place. Ifthey are talking over telephone, or cellular phone, they are again personal (to some extent) as voice of one person delivers many meanings and cues tothe other person. They are communicating with each other in an air of confidence and both the persons are confident that they are understanding each other. They want results from each other. They want these results in a short time frame. This is called Dyadic Communication. It is an example of two-way communication because every person would respond to the statements, documents, tables, and data provided by the other person. Two persons can ‘exchange information and discuss topics that are of mutual interest. The topics could be politics, societal values, neighbourhood, environment, sports, etc. ‘person can talk to another person, or can send a letter or document to him. He can also show him a visual clip, slide, diagram, chart, etc. Further, he can talk to him over telephone t00, Nowadays, cellular phones are a popular form of communication for personal tete-3- tete. All these techniques are a part of Dyadic Communication. Even if two persons are talking over telephone, their expressions, sights, disgruntled acknowledgements, and Whispers can communicate a lot to each other. When they are engaged in a face-to-face meeting their body language tells the real tale.Fig, 1.1: Dyadic Communication Source Ng Receiver pS) ry Itis also clear from the above that there are two types of dyadic communications, formal and informal. Formal Dyadic Communications are serious conversations between family and friends, interviews, confessions or counselling. informal Dyadic Communications are chatting between friends and family or light-hearted joking. Itis important to remember that not all communication within the dyad is verbal. It is also true that much of our communication is non-verbal. Body language, posture, tone of voice and facial expressions ‘must also be considered when interpreting messages in Dyadic Communication or in any othertypeof communication, 1.2.2 NATURE OF DYADIC COMMUNICATION Now, let us discuss the nature of Dyadic Communication. The nature of Dyadic Communication is based on roles, purpose, interactions, formality, psychological intimacy and physical proximity. i. Speaker-listener roles are frequently alternated: in Dyadic Communication the roles ‘are constantly changing. Fig. 1.2: Monroe and Ehninger’s Model of Dyadic Speech Communication Feedback Mexoee: rMco0 ‘Manager Communication NOTES:wir yati Communieation NOTES li, The purpose in dyadic transaction may range from casually purposive to highly purposive: the dyadic transaction can be as casual asa simple conversation to highly purposive like interviews. Interaction in dyadic transaction may be coincidental, unplanned and unstructured: in dyadic transaction you may start conversing with the random person, this transaction can be purely coincidental, and youare not following any pattern forthis transaction. jv. Dyadic Communication is usually less formal than other human communication contexts: the dyadic communication takes place for developing the lasting relationship. ¥. The degree of psychological intimacy is expected to be greater in the dyadic relationship than in public speech: the dyadic relationship is more about enjoying the human companionship, so you are attached with the other person more. As the participants already have previous encounters or in other words you can say that they have shared history so, the degree of psychological intimacy is expected to be greater inthe dyadic relationship thanin publicspeech. vi, Physical proximity affords the communicators the opportunity to monitor non-verbal responses asthe communication occurs here face to face. 1.2.3 FUNCTIONS OF DYADIC COMMUNICATION, i. Personal discovery: In personal discovery, the person broadens his horizon, read books and start developing interests in wide array of subjects. li, Discovery of the outside world: The persons learn about interacting with other persons, ready to.cooperate and build lastingrelationships. Establishing meaningful relationship: The interaction starts with the other person with the primary aim of having relationship thats rewarding to both, iv. Changing attitudes and behaviours: The person starts accepting other opinion, viewpoints, respects and develops mutual trust. 1.2.4 FORMS OF DYADICCOMMUNICATION ‘You must know the different forms of Dyadic Communication, and they are conversation, dialogue and interview. In the sub sections below you will have a detailed understanding of, these different forms of Dyadic Communication. 1.2.4.1 CONVERSATION Friendly and informal exchange between two people. Good interpersonal relations evolve from conversation. The mannerism that you follow while talking to the people and selection ‘of words that you choose while conveying your idea determines the type of relationship that. ‘you have with another person. Conversation that is informative, simulating and enjoyable leads to good communication while a bad communication will bring in boredom andmonotony. There are two participants in the conversation i.e. sender and receiver, both functions alternately and they have the right to respond to each other or interrupt each other or refuse to respond or interrupt. There is no specific purpose or topic that ‘conversation covers but it may have a wide array of matters in which the participants have ‘common interests and concerns, The participants are not unknown or strangers to each ‘other but have shared previous encounters. They have spontaneous encounters and two- ‘way flow of the message and there isan immediate feedback. 1.2.4.2 DIALOGUE Dialogue is @ type of Dyadic Communication in which most intimate and most personal relationships are formed. Unlike conversation dialogue is more planned, itis also intimate as the focus is on solving a problem. The dialogue is more orderly. While adopting dialogue asa form of Dyadic Communication you must follow the five steps viz; Step I: Greetings: this step will include exchange of greetings and developing a rapport with the other participant. Step Il: Introduction of the topic: i the problem. ‘Step II: Information exchange: exchange of information on the problem to be addressed and processing ofthe information takes place at this stage. involves introduction of the problem as well as defini Step V: Summarizing: summarizing the decisions and further stepsto be taken. ‘Step V: Closing: formal closing ofthe session. 1.2.4.3 INTERVIEW The interview is considered as the most purposive and formal, least intimate of the three forms of dyadic communication, There should be a precise objective to be kept in mind, before engaging in interview. A thorough research and preparing the set of questions is required to accomplish our objectives. Interviews are considered as a formal form of ‘communication as it often takes place between two participants who are not known to each other. In any interview session, if you are beating around the bush, or you are cracking jokes or stalling, are considered as inappropriate. The objectives of interviewers can be better ‘understood by 10 different situations (Goyer et.al.,1968). ‘A. Information getting: In this situation information is sought about the other persons beliefs, attitudes, opinionsandfeelings. B, _ Information giving: Dissemination of information takes place through instructions, orders, directions, explanations and assignmentsin such situations. © Problem solving: This situation provides you with an opportunity to help another person in defining achievable goals and making alternative plans to achieve these Boals. inMtco0 ‘Manager Communication NOTES:wir yati Communieation NOTES D. Persuading: Here you induce. person to. adopt 2 specific point of view or to take some type of action through reasoning or argument. E. Appraising: in this situation a review of the performance of a person takes place ‘against the expectations set for him (i.e. to be promoted the evaluation of your work ‘takes place); this situation also gives you a chance to convincea personto meet theset of performance requirements F. Employment screening: in order to make preliminary selection various positions of ‘employment, thissituation will help in galning information aboutjob applicants G. Creating stress: such situation breaks a pre-conceived line of information or argument by givingenough stress to the other person so that he/she gets distracted. This type of interview takes place during police interrogations, courtroom cross examinations of witnesses, and selecting people for highly dangerous jobs. H. Receiving complaints: In this situation you will try to understand and adjust reasonably to maintain the healthy relationship amongst you, as an interviewer, the organization and the complainant. In such interviews your focus will be on lister andaccepting the grievances of other people. |. Correcting or reprimanding: reporting of any deviations from the policies will lead you to such situations, The main aim is to reinforce loyalty towards organization and consistently perform as per the set expectations, J. Counselling: give us the opportunity to support another person in defining goals, advising alternative ways of accomplishing them, build confidence, and create an atmosphere that supports and motivates the accomplishment of said goals. Counselling includes persuasive and problem-solving purposes. Goals ofthe interview You have understood the various situation in which the interviews may be conducted. This section will help you in understanding whatis the goal of an interview. A specific set of goals are to be met when you are indulging into the interview. Your primary responsibility as an interviewer is to accomplish these objectives by asking the right set of questions and prompting the interviewee to expound on their answers. While interviewing, you will not be bound by just one objective; but eventually you need to determine the primary goal as the interview advances. For example, while interviewing a prospective employee, you may want. toseek information, persuade, appraise, or even create stress, these will become your set of. objectives for conducting an interview. By accomplishing these objectives at the end of the interview, your primary goal is to get information that you need (i. willingness to work as Partofateam, willing todo overtime, ete.).1.2.5 STAGES OF DYADICSPEECH TRANSACTION 1.2.5.1 EXPLORATION STAGE This stage is an ice breaking stage and its purpose isto build rapport among the participants. Here, the participants start communicating with each other or they exchange facial expressions and initiate a talk based on mutual interests. Mutual goals are discussed and clarified in exploration stage. 1.2.5.2 INTERACTION STAGE This stage covers a substantive part of dyadic transaction. There is exchange of views and ideas for establishing the subject matter of the talk. This stage is the core of the ‘communication as the goals of dyadic transaction isaccomplished. 1.2.5.3 TERMINATION STAGE ‘As the nomenclature of this stage indicates, It marks the completion of the dyadic ‘transaction, hence it is terminated. This stage may include paraphrasing the important points that have emerged out of the discussion for clear interpretation and ruling out any ambiguity. 1.2.6 DYADICCOMMUNICATION GUIDELINE ‘Asinthe previous section of Dyadic Communication, the three stages have been listed, inthis, section you will understand the general guidelines and principles that can be followed while achieving the goal of the dyadic communication. You will get a detailed guideline to be followed or every stage: Guidelines to be observed in Dyadic Communication |. Exploration stage: as you have read in the previous section that you must build 2 rapport with other person in this stage, which may take time as you have just met a Person. Getting an idea about how your Interaction will develop, you also get a clear picture of the future of the relationship. For instance, you may get an idea about the length and level ofthe relationship. Here are some guidelines for establishing rapport: a. Respecting existing conventions: Your success or failure of an encounter with another person will be determined by if you have given due respectto the existing conventions. If the conversation is taking place with someone senior to you like the president of a company, a single mistake of yours could end a potentially productive relationship. You should be aware about the social conventions within different organizations and cultures. The risk of disrespecting another person can be reduced by becoming aware and getting adapt to the situation so you should adhere to conventions which apply to dyadicspeech transactions. b. Find a common bond or interest: One of the common ways of building relationships is to search for shared interests with the other person. You can start inMco0. ‘Manager Communication NOTES:wir yati Communieation NOTES a dyadic interaction by dwelling on a topic of mutual interest or having a mutual concern for someone or some issue, ashared experience, common convictions or acommontopicof discussion. Show genuine interest in the person. Constantly conveying positive non-verbal ‘cues like nodding, smiling, body language signifying interest, and having constant eye contact to show genuine and sincere interests will provide positive reinforcementto the interactions. Put the other person at ease, You can make other person feel comfortable by dropping the barriers of hierarchy i.e. rank or position. For instance, if you assure ‘your staff that you are approachable if there is any concern related to their jobs. if stillthe person is not at ease because of status differences, you should introspect and start being more sensitive and humbler. So, learn to put the other person at ease. Build the other person’s confidence in you. Once you have put the person at ease, ow you must grow his confidence in you. Trust factor is most important in communication situations. Both trust and confidence will help in growing your relationship. Trusting each other will lead to more open and cherished relationship. Be open-minded. Avoid stereotyping the person you are interacting with rather approach him orher with open mind by asking genuine questions for the purpose of gathering information; and restricting yourself to draw conclusion based on hearsay. In college, you choose courses considering the schedule and the reputation of the professor teaching it. Many a time you have avoided the teachers who are considered very strict, this is being strict is relative and it is based on perceptions. Although information from other sources may be considered helpful in such case but in the first instance keep aside preconceptions about the other person, Be natural. While building rapport with the other person, you should drop any kind of insincerity. As you will always want to talk or interact with the honest and sincere person rather than the person who is perceived to be deceiving. Being natural or being yourself as far as possible Is a prominent trademark of a good publicspeaker, Be subject or problem oriented. People engage in dyadic interaction due to several reasons. These reasons may range from decent and welcoming motives to self-satistying and despicable reasons. In developing relationships, you should keep in mind that your primary objectives will ultimately manifest in your interactions with the other person. Ifthe other person whom you are interacting with, will believe your intentions to be malicious, he/she will instantly culminatea possibly fruitful and synergeticrelationship, ‘Ask open-ended questions. Asking open ended questions will require furtherdiscussions and explanations, ultimately giving you an opportunity to extend your interactions. Closed ended questions require to answer in yes/no, thereby devoid you from an opportunity to carry on with your interactions. Few examples ofthese two forms of questions are: Closed question: Did you read the editorial of Times of India today? Open question: What is your viewpoint about the Times of India’s editorial today? Closed question: Do you want to go out fordinner tonight? ‘Open question: What are your plans tonight? |}. Tryto beaninteresting person. There are no rules or guidelines that will make you an interesting person. You are required to broaden your horizons and develop varied interests so that you can engage in delightful conversation with others. This can be done by reading books, interacting with people from different walks of life or socialising. You can also become effective communicator by initiating ‘conversation with random persons. Maintaining Interaction: As you have read in the previous section that once you have built a rapport with other person, in this stage, you will maintain your interaction. The substantive part of dyadic communication isdevoted to this stage: a. Providing timely signs of reassurance can convey your interestand understanding, of the interaction taking place, this may be conveyed through both nonverbaland verbal cues. You may use nonverbal cues that includes nodding, smiling, moving closer, touching, or sitting down in a relaxed position. Verbal cues that you may use, on the other hand, are short positive remarks like yes, awesome, thanks, nice, wonderful idea, great, marvellous, very good, etc. b. Sharing the channel means willingness on the part of both speaker and listener to switch their roles constantly. It will also control monopolization of the conversation. So, share the communication channel equally. Adapting to the conversation as it develops. if you are well informed, it will help you in adapting with the conversation which is progressing. You need not to bea highly intelligent person to do this but being alert, well informed and lively will help you in becoming flexible and adjusting with the communication that Is developing. With this you will be able to contribute appropriate points even ifthe Interactions take unexpected turns, d. Negotiating differences if the issues are defined from the initial phases, it will mitigate the differences that are arising from different opinions, values or Viewpoints. You should be matured enough to understand the stage at which you can compromise. Learning howto resolve conflicts and differences of opinion will helpinstrengthening relationships. fe. Bea good listener, Being a good listener will always make you good friends with the people. if youare a good speaker, you will become popular butifyou will bea ‘200d listener you will be a friend who is liked by all. You should carefully listen to theother person. inMtco0 ‘Manager Communication NOTES:una yati Communication NOTES 10 f. Balancing the desire to control and be controlled. You are getting controlled if you agree to everything that is shared and if you are dominating and manipulative that your way is the only way, then you have desire to control. Instead of this, ‘you should learn how to cooperate and being cooperative will help in sustaining the relationship, & Minimize rewards, minimize costs. You should not miss @ chance of interacting with the people from different walks of life, and you can develop strong relationships with them, which in turn Is very rewarding. You not only gain interesting information; it also stimulates your mind, and you cherish the human companionship that you have developed. At the same time, you should also ensure that for other person also these interactions are satisfying as well as rewarding. itil result in strong and lastingrelationships. fh, Find out the ‘hidden agenda’ of the other person. The purpose and intentions of ‘the people may be different when they have started interacting with you. Itis very likely that you may come across the instance where there is a stark difference between person's words and deeds. During such instances you must react and deal accordingly. You should try to know the reason for initiating and developing therelationshipwith you. i, Reduce your own defensiveness. While interacting with another person, you should consciously get your mind off from only winning the argument or put across only your viewpoint. You should focus only the topic under discussion rather than taking it personally. This will help you in avoiding mistakes and limit you from becoming defensive. Respect and trust the other person and it will be reciprocated for you. itis very likely that you may not confirm to other person’s viewpoint every time, but you should be courteous enough to give them a patient listening. Understand, respect and trust the other person, If two persons exhibit mutual trust and respect while interacting, it will develop rapport and lead to pleasing Interactions. Terminating the transaction: This stage will mark an end to the interactions. There should be seamless flow between these stages. These are the Important things to take note of when terminatinga transaction: a. Know when to terminate the conversation: You should take 2 caution that there should not be any abrupt ending of the dyadic interactions. You may use some ‘non-verbal cues to make the other person realise that the communication needs tobeended. b. Observe the appropriate conventions. Express your gratitude towards the person, be thankful to the other person for devoting time towards the communication, . Summarize the progress and outcomes. Review and summarize the key pointsraisedinthe exchange. d, Arrange for the next encounter, Arrange for a future encounter if mattershavenot been fully resolved. You may decide upon the date and time or seek permission forafollow-up call. fe. Thankthe person for thetimeand opportunity totalk. ‘An extended conversation, no matter how enjoyable, has the tendency to be tiresome. You need to be conscious of how much time you have spent talking, Remember that a person can ‘only take'so much in one encounter; try to leave some for the next conversation. CHECK YOUR PROGRESS-| True/False Q.1Theterm ‘dyad’ has been derived from the Latin word dys, meaninga “pair”. Fillin the blanks: 2 Dyadic Communicationistypeof___communication. Q.3 Define the three stages of dyadic communication briefly. 2.3 HOWTOCONDUCTANINTERVIEW Interview [sa purposeful and serious interaction between the interviewee(s) and the professional interviewer. An interview isa sequential process of communication designed to provide and/or receive information. There are three prominent dimensions ofall interviews thatis: © apurpose © aplanofactionand © communication Interviews can be conducted via various channels lke face-to-face, telephonic, through the Internet, and other technical means. Based on the topic to be discussed, Interviews can be Classified into the formal or informal. Interviews also become a platform to pass on information. This information may be provided or obtained and is generally helpful raking ‘the decisions. The information can be objective like stating facts or trivia or it can be subjective focusing on person's viewpoint, opinions, aspirations, etc. 1.3.1. FORMSOFINTERVIEWS ‘There are three forms of interviews that we can ust |. Asstructured interview is the kind where all questions were thoroughly thought of, prepared, and laid out. An example of this kind of interview is surveys. Il, The guided interview is the one that is most widely used. Questions are also prepared In advance but are only used as a guide during the actual interview. This means that inMtco0 ‘Manager Communication a NOTES:wir yati Communieation NOTES 2 you can choose to use the questions as is or adjust it depending on the context of the interview. ‘The non-structured interview is widely practiced by reporters who don’t have prior knowledge how an event will pan out. This kind of interview is spontaneous and does hot require that questions be prepared in advance, 1.3.2 POINTS TO BE CONSIDERED WHILE INTERVIEWING ‘While interviewing you should keep in mind: Get a subject: You need to have a person whom you can interview, or the person is willing to be interviewed ata time and venue convenient to both of you. Narrow your focus: Understanding the importance of time while interviewing, you should ensure that topics of importance are discussed, for this you must set the objective and develop a list of probable questions that may be asked in an interview. Focus on the topics that are crucial and ask questions related tothat. ‘Do some research: You should be aware and well read about the crucial topics that ‘you will be discussing with the interviewee. Apart from research on the topic, you should also know about the person who will be interviewed. The information about the person can be gathered from his application. In this manner you are prepared to ask questions based on the crucial topic, and the experience of the person related to ‘this topic. This way you will be able to provide genuine opinion fortheinterviewee. Prepare questions: Before you begin with the interview session, itis always advisable to create a list of questions. This list should be flexible so that as the interview is progressing you may adjust the list and if required following up questions can be asked, Prepare all equipment needed: Preparation for the interview should be completed in advance. Be ready with your notes and questions that you are going to ask the interviewee. I'there is any requirement of the equipments like voice recorder or video camera, you should first learn how to use it so that the time is not wasted in figuring out its usage along with this you must ensure the proper functioning and charging of these equipments. ‘CHECK YOUR PROGRESS-! True/False aa Q2 a3 Ajob interview is not considered as dyadic communication. Guided Interviewis most widely used. Interviews also serve a platform to passon information.11.4 TELEPHONIC COMMUNICATION Telephonic communication is considered to be the oldest media of oral communication. itis most wide used communication channel. Telephone facilitates exchange of necessary information amongst persons living away from each other. Telephonic communication helps in easy transmission of urgent messages immediately. Telephonic communication is as an ‘exchange of information between two persons over telephone. itis different from face-to- face conversation, in this type of conversation. A person-to-person conversation takes places. In this kind of conversation, nobody can see each other but can hear each other and interact instantly. Telephonic communication isa significant part of business communication ‘as most of the business transactions are done through telephonic conversations, Itis aneed of an hour that employees and management of all business organizations should be well verse with the effective techniques of talking over the telephone. Not only private sector but organizations falling in the category of public domain like banks, are facilitating services through telephonic conversations to reduce the need for visits to branches and offices. All customer enquiries are responded through telephones in such organizations for convenience of customers. The staff of private and public organizations is given training in telephone manners while speaking with the customers. The telephonic communication is betterand fruitful fits precise, clearandimpressive. Many organizations are spending money in ensuring better training of their employees on “telephone manners’ Organizations are requesting trainers to develop training modules on the topic ‘telephone manners’ for the benefit of their learner employee. Telephonic ‘conversation serves as a great factor for dealing with customers who are residing at a longer distance from the organization unit, With the advancement in technology, cell phones are becoming more popular along with landline phones for electronic verbal communication. It is said that making effective telephone calls is an art and every employee should master it. Good telephoning techniques help in both personal and professional life. Your voice is believed to convey first impression of your business or organization. There isan old proverb "you do not get a second chance to make 2 first impression,” and it applies to telephonic conversation. 1.4.1 PHONE CALL GUIDELINES You can practice telephonic conversations with proper planning of the message before dialling the number of the concerned party. The following recommended may be followed while making telephone calls: * First and foremost thing is checking and rechecking whether you are dialing the correct number of the person you want to speak with. Identify the concerned personyouwanttotalkto, * Always call the party at an appropriate time such as during office/working hours. Itgives bad impression ifthe callis made at odd hours. + Forcalling international clients, time zone of other country should be considered, and call must be made during workinghours. inMtco0 ‘Manager Communication B NOTES:una yati Communieation NOTES 4 * Write allthe points you want to discuss on a piece of paper before calling. * Be polite and courteous while sharing your details about your identity ike name, company, department, etc. Exchange of greetings and mention of the purpose of the call mustbe done in timely manner. ‘+ Ensure that the receiver understands the message. + {tisimportantto be patient while makingcallsto resolveany problem. + Donot keep calling the concerned person again and again, wait up to ten rings as the concerned person may take awhile to answerthe call, * Leave a complete message including your name, number, organization, etc, ifyou ‘ate not successful in reaching to the contact person. Inthis case you can request a callback. ‘Make sure that you conclude your talk briefly repeating the message. * “Thankyou for your time” and “Good-bye” atthe end of the cll are important. If these guidelines are followed, you may be successful in handling phone calls and difficult clients. This will marka good impression of not only you but the company you workfor. CHECK YOUR PROGRESS- II True/False Q.1._Telephonicconversation in business must be planned properly. Q.2__Telephonicconversation enables the receiver to read facial expressions or gestures. Q.3__Relevantinformation may be fetched while makinga phone call. 5 LeTUSSUMUP In this unit, we have discussed the dyadic communication in which a person interacts or shares his thoughts with another person. The nature of dyadic communication is based on roles, purpose, interactions, formality, psychological intimacy and physical proximity. The functions include personal discovery, discovery of the outside world, establishing ‘meaningful relationship and changing attitudes and behaviours. The different forms of dyadic communication are conversation, dialogue and interview. After this you have ‘understood the various stages like exploration, interaction and termination stages. You have also read about the guidelines to be followed during these stages. Later, the conduction of. interviews has been discussed with you. You are now aware about the dimensions, forms and points to be kept in mind while conducting interviews. In the last section telephonic ‘communication along with the guidelines to be kept in mind while making the telephone callshas been discussed.1.6 KEYWORDS Dyadic communication: Dyadic communication occurs when two people have a direct interaction. Conversation: Friendly and informal exchange between two people. Dialogue: Dialogue Is 2 type of dyadic communication in which most Intimate and most personal relationships are formed. Interview: The interview is most purposive, formal, and least intimate of the three forms of, dyadiccommunication. Exploration Stage: The rapportis built between the two persons. Interaction Stage: The subject matted for the talkis established. ‘Termination Stage: It marks the ending of the dyadic transaction. 1.7 REFERENCES AND SUGGESTED ADDITIONALREADINGS Wilmot, W. W. (1975). Dyadic communication: A transactional perspective (Vol. 8615). ‘Addison Wesley Publishing Company. Lillico,T.M. (2016). Managerial communication. Elsevier. Solomon, D., & Theiss, J, (2012). Interpersonal communication: Routledge, 1,8 SELF-ASSESSMENT QUESTIONS Q.1_Thisstage covers a substantive partof dyadic transaction. a) Exploration stage b) _Interactionstage ©) Termination Stage d) Noneofthese Q.2 This situation provides you with an opportunity to help another person in defining achievable goals. a) _problemsolving b) _reprimanding ©) counselling d)_employmentscreening 3. Mostintimaterelationshipsareformedin____formof dyadiccommunication. a) conversation b) dialogue <) interview inMtco0 ‘Manager Communication NOTES: 15una Dyati Communication NOTES 16 a4 as 19 d) anyofthese Goals of Dyadic Interaction are accomplished: a) Exploration stage b) Interaction Stage ©) Termination Stage d) _Afterthe termination stage Interview situation that breaks a pre-conceived line of information or argument so that the other person gets distracted. a) Reprimanding b) Appraising ) Creatingstress d) Counselling CHECK YOUR PROGRESS - POSSIBLE ANSWERS (CHECK YOUR PROGRESS-1 a1 a2 Qs False Verbal Exploration Stage: in this stage, the participants start communicating with each other, ‘and the purpose isto build rapport. Interaction Stage: the subject matter for the talk is established and goals of dyadic transactions achievedintthis stage. Termination Stage: this stage marks the completion of the dyadictransaction. (CHECK YOUR PROGRESS- || an a2 a3 False True True (CHECK YOUR PROGRESS-I1 an a2 a3 True False FalseinMco0 ‘Manager Communication 1,10 ANSWERS TO SELF-ASSESSMENT QUESTIONS NOTES Qi (b) a2 &@ a3 (b) 0.4 (b) as i 7NOTES 18 you NON-VERBAL COMMUNICATION ‘STRUCTURE 2.0 2A 22 23 24 25 26 27 28 29 20 Objectives Introduction The Importance of Non-Verbal Communication ‘Types of Communication LetUs Sum Up KeyWords References and Suggested Additional Readings Self-Assessment Questions Check Your Progress -Possible Answers ‘Answers to Self-Assessment Questions OBJECTIVES ‘We expect you to carefully read this Unit, may be twice as per individual requirement and acquire the ability to: 24 * understand the importance of non-verbal communication ‘+ understand the various typesof non-verbal communication * understand the key concepts of non-verbal communication * _workeffectively towards improving your own non-verbal communication ‘* earn to interpret the clues which other people communicate knowingly and unknowingly by their non-verbal language INTRODUCTION ‘The word ‘Communication’ comes from the Latin word - Communicare, which means to share. Communi jon s sharing of ideas and thoughts with one or more people. It does not imply agreement. Since the day a person has been born, he/she has communicated. Even when a person is not using words to communicate, he/she Is still communicating! Actually, communicating louder!The saying -"If you do not understand my silence; you will never understand my words’, tel Us the role of communication without the use of words. Peter Drucker, the management ‘guru says, “..the better you communicate, the better become the chances of your rising up +the corporate ladder. Also, the higher you are placed on the corporate ladder, the more time youhaveto spend communicating with people.” Mae West says, “I speak two languages, Body and English.” Undoubtedly, Communication — both verbal and non-verbal language, are areas on which you should work, for better results inall spheres oflife. Non-verbal Communication is communication that happens without using words. You must have observed that people often communicate with facial expressions, gestures, and sign language. There are innumerable ways in which people have been communicating non- verbally since the beginning of civilization. itis indeed omnipresent and omnipotent in the entire network of each corporate. In this unit, we will learn about the importance and usage of non-verbal language in ‘Managerial Communication. 2.2 THEIMPORTANCE OF NON-VERBAL COMMUNICATION “When the eyes say one thing, and the tongue another, a practiced man relies on the language of the first.”-Ralph Waldo Emerson Fig. 2.1 Zz \ Od Non-verbal communication is an integral part of your personality and manifests in the patterns of your behaviour, It Is these patterns which will impact the success level in life! If you can learn to read and interpret the signals sent out by a person; you can build the ability totackle issues before they become problems. This surely helps a great deal in the corporate world. You must inculcate the habit of understanding each-other and the environment around you by reading non-verbal language. Itis this learning whichis essential for success in the work as wellasin the personal aspectoflife. A Non-verbal language involves the conscious and subconscious processes of encoding and decoding. By encoding, signals are generated, such as facial expressions gestures and postures, etc. Encodingis done by the sender of the message. The signals which are received by the other person are decoded and interpreted. Decoding is done by the recelver of the rMco0 ‘Manager Communication 19 NOTES:unr Non-verbal Communiation NOTES message. Letus take an example to understand this process of encoding and decoding, Example: The sender conveys the message by holding up two fingersin the formation of a’V’. ‘The decoder understands it to mean ‘Victory’. This understanding is based on previous experiences. (However, this interpretation may varyin different cultures.) Martha Graham says, “The body never lies.” Undoubtedly, Communication ~ non-verbal language isan area on which one should focus for better results in all spheres oflife. ‘Seven percent of communication happens through words (Verbal language). Ninety-three percent of communications happens without words (Non-Verbal language). The extent of the use of non-verbal language in our communication Isindeed immense. in this context, the following break-up of communicationisuseful: ‘= Verbal Communication-7 percent * Body Movements, gestures etc.-55 percent * Voice, tone, inflection, etc.-38 percent itis important to enhance the quality of Verbal language to make communication effective. The old songs - “Words are all | have to take your heart away...” bring out the importance of. ‘words. Using the correct word to express the thought is essential to make communication effective (and gradually impressive tool). Verbal Communication Is divided into ~ Oral and \Written forms. oth forms have their advantages and disadvantages and are used as suitable according to different situations. The following quotation is sound advice - “Never say mean ‘words out of anger. Your anger will pass. But your mean words can scar a person for fe. So, usekind words orbesilent.” ‘CHECK YOUR PROGRESS-| True/False Q.1_ Non-verbal language is moreimportant than verbal language. Q.2 Most ofthe time people communicate by using verbal language. 2.3. TYPESOFCOMMUNICATION The management guru, Peter F. Drucker, says - “The most important things in ‘communicationis hearing whatis not said” Non-verbal Communication is communication without words. Whatever is conveyed through non-verbal language has a great degree of truth in it. A person can be trained to say certain words, but the body language is natural, The use of effective non-verbal language will ‘enhance your social interactions and add value to the output at the workplace, “Non-verbal ‘communication is an elaborate secret code that is written nowhere, known by none, and is understood by all”- Edward Sapir 20inMco0. ‘Manager Communication Fig. 2.2: Components of Non-verbal Communications NOTES: ~ voice!) (Speaking) — poe en4 i Ssye" 2} C Posture) Gopearans) Bue \ movements, wh ~ 5— (Facial) Bye f oa re ions) (contact / —\ gestures ‘There are manytypes of non-verbal languages. Some of them are discussed here. 2.3.1 KINESICS Kinesics is commonly referred to as body language. Communication that happens through symbols and signs fall under the category of Kinesics. The facial expressions of a person, gestures, posture, handshake, eye-contact, gestures, posture, the way a person sits, stands ‘and walks are all part of Kinesics. The handshake has been used as a form of greetingin many parts of the world. The type of handshake too conveys volumes about the two people and ‘their relationship. Ralph Waldo Emerson says, “What you do speaks so loud that | cannot hearwhatyousayl” Examples: (a) ‘Ashrug of the shoulders and a roll of the eyes’ sends the message that, “I don’t like you." This message has been communicated without the use of any word. {b) ‘Awarm smile and an outstretched hand’ convey that the person isglad tomeetyou. {c)__ If someone has their arms crossed knowingly or unknowingly, the message that is conveyedis that they don’t care about you and your ideas. Interesting Story- Ever thought how the gesture of shaking the hand originated? Inthe ancient times when the chief of one tribe went to visit the chief of another tribe; he held out his hand to show that he was net carrying any Weapon. It demonstrated a gesture of peace. The other chief did the same, and the wonderful gesture of the shake- aunr Non: Verbal Communiation NOTES hand started. It goes back to the days of the cave man. Isn't it interesting to know how it became so popularinso many parts of the world? ‘The Romans, however, were in the habit of hiding their daggers in the arms of their robes. They would grab the sleeves of each other's robes when they met. This way they Would understand the intentions of the other people. 2.3.1.1 SYMBOLS ‘Audio as well as visuals are part of Kinesics. Ever since clvlization began, symbols have been. used to convey messages. We all remember stories about fire being used to scare away wild animals backinto the jungles whenever they came near village boundaries. The smoke from a fire Indicated and signaled about the existence of habitation and safety, to a person from far. In early times, beating of the drums indicated danger from wild animals. The sound scared the animals away and also alerted the people. You should always remember that ‘culture will dominate the interpretation of signs and symbols. Also, over time, the same sign. ‘and symbol could change in its meaning. Example: The sound of the alarm from the mobile early morning and the sound of the horn ‘on the road while driving are dally audio signals to most people. The traffic lights covey messages by visual signal. Visual signs in business communication play a critical role in many areas. You must have seen. the wide use of visual signs in various daily transactions which take place in the work world. Table, maps, drawings, bar or pillar charts, pie charts, flow charts, diagrams, photographs and animated visuals all add to the effectiveness of written communication. They add immense clarity andaid to the sender/writer is conveying his/her thoughts through text. The reader too finds it easier to understand the content when these visual signs are used. These visual signsare used inall forms of electronicpresentations. ‘Tables: Tables are used when you have to present specific and detailed information on any ‘subject. Data can be arranged by using vertical columns and horizontal rows. Maps: You can use maps to depict the quantum of anything which is concentrated in a ‘geographicalarea. Example: The plant sites that any organization is planning and are proposed to the higher level of management can be represented through maps. Also, their proximity to markets can be indicated through maps. This greatly adds value to the inputs which enhance the decision-making. Bar or Pillar charts: You can use the lengths and heights of rectangular bars to represent data ina graphical manner. Through bar or pillar charts, the sizes of different factors at any given time can be compared with ease, The changes in any one factor over a period of time can be depicted. The composition of several items over time can be indicated, You can also use these charts to show a profit or loss of a company. Bar and pillar charts are widely used to represent the trends taking place in business. 2Pie charts: Pie charts are visual signs that represent the relative sizes ofthe ‘parts ofa whole’ A pie chart resembles a two-dimensional circle of a pie which is made into segments according to the percentages of the parts which you want to project. Different colours are often used to differentiate ane segment from another segment. 2.3.4.2 FACIAL EXPRESSIONS Facial Expressions play a very wide role in non-verbal communication. By merely looking at the expressions on someone's face, alotcan be understood. Happiness, sadness, fear,anger, ‘and many such like aspects are clear Just bya glance on the face. Its correctly sald that “Face Is the index of the mind.” The face does reflect what you feel deep inside you. Its important tobe intrinsically motivated, calm, have your feelings in control ahd adopt a positiveattitude towards people and situations. A smile plays very importantrolein communication. There isa beautifulline about the power and extent of a smile —“smite awhile, and while you smile, another smile; and soon theres miles and miles of smiles”. The smile isuniversal language. A baby's toothless smile transcends all cultural barriers. It goes beyond geographical boundaries. itcommunicates loud and clear toall mankind! 2.3.1.3 EYECONTACT In your daily interactions, you have experienced the vital role of eye contact in effective ‘communication. When there is eye contact in the process of talking and listening, you feel that the level of connect between the two or more people is of a higher degree. As soon as there is lack of eye contact, it indicates a drop in the degree of effectiveness in the transmission and assimilation of the message. The role of eye-contactis so important that it has been a popular theme for movie songs in Bollywood. Eyes convey different meanings by the way and the extent of time ofthe contact e.g, Stare, glare, glance, peep, look, watch, etc. ‘each differs in the intent of the meaning, As oftenly said, “listen with your eves as wellas your ears." You should always remember that Culture will dominate the interpretation of the facial expressions, eye contactand the like. 2.3.1.4GESTURES You have often communicated by the use of gestures. This way you send and receive ‘messages without uttering a single word. Gestures have been in use for the days when man. ‘was nomadic in nature. Today too gestures are an important part of communication in all cultures. They come naturally to people while talking and listening. You should cultivate the habit of paying attention to gestures during the process of communication, as they add a lot ‘of meaningand value to whats being said by the speaker and understood by the listener. Example: if someone is pounding his/her fist on the table, it shows anger, The thumb touching the forefinger to form a circle stands for ‘ok’. Shuffling from one leg to another means ‘nervous’ inMtco0 ‘Manager Communication 23 NOTES:unr Non: Verbal Communiation NOTES 2.3.2.5 BODY POSTURE AND BODY SHAPE Body Posture communicates. It tells us a lot about the Interpersonal relationship between people. Itimpacts the way you think about yourself and how you relate to others and others relate to you. Emotions too can be understood to a large extent, by observing body posture. ‘You have experienced that when one feels confident and in control ofthe situation, the body posture is straight, and the chin sheld up. On the other hand, during a situation, when ones hesitant, unsure and not in control, the body slouches. During a conversation between two people, if a third person was to look at their body postures from far, a lot would be ‘understood about the relationship that exists between them. You should getintothe habit of ‘minding your body talk’; thereby conveying a positive, confident and a graceful image of Yourself through this amazing too! of non-verbal language. In an interview situation, the body posture of the candidate from the time of entry into the room, till the time he/she sits ‘on the chairin front of the interviewer, makes fora high degree of the opinion formed about the chances of selection in the perception of the interviewer just on the basis of the non- verbal cues observed. Deborah Bull says, “Body language isa very powerful tool. We had body language before we had speech, and apparently, 80 percent of what you understand in a conversation is read through the body, not the words.” Example: A slight inclination towards the other person shows interest; a straight posture indicates arrogance; a neutral level and a stiff backward bent posture indicates over- confidence. Scientists have studied and have done research on the shapes of our bodies and have classified them intothreetypes. Ectomorph: thin, tall and youthful Mesomorph: strong, bony, muscularand athletic Endomorph: fatroundand soft Knowing and understanding what is communicated by the shape of the body, enhances the degree of effectiveness in communication. ‘Though you cannot do much about the shape of your body; still understanding this study will ‘enable you to use it to your advantage. Body shape and our body posture both affect what you think of yourself and how you relate to other people around you; also impacts how others relate and respond to you. An immediate impression is made in the mind of others by ‘the way you lean forward or backward; sit or stand with an erect posture, or witha slouching posture. Youneed totake care of the impression you spontaneously create. Now, | will write a few commonly used gestures by people in their everyday behaviour. You should understand the message these silent gestures convey soloudly! eyBehaviour Yawning ‘Turning upthe nose Crossing the legsabove the knee. Raisingan eyebrow Bitingthe lower lip Placing thefeetonthetable Shrugging the shoulders Placing the hands onthe hips Fidgetingina chair Tapping the foot (CHECK YOUR PROGRESS-II True/False inMco0 ‘Manager Communication Message NOTES ‘rm feelingterribly board’ ‘\rejectyour opinion’ ‘relaxed. 'm energized’ ‘\don’tbelieve you; think t’simpossible’ ‘don’t know; 'mnot confident about this’ ‘the bosshere’ ‘mmindifferent’ “lamsuspicious; doubtful; distrust” “Ym feeling uncomfortable’ ‘Iwanttoget on tothe next thing’ 1 Anoutstretched hand conveys thatthe person isnot gladtomeet you. Q.2._Smileisa happy language butis difficult to interpret across cultures. 2.3.2 PROXEMICS Proxemics comes from the word proximity, which means closeness or distance. It is also ‘called space language. During a conversationif the other person stands too close to you, asa reflex action, you tend to take a step back, as this close distance makes you uncomfortable. This happens because each one of us has personal space around us. This is the ‘bubble’ between you and the other people. By standing too close, he/she invaded into this personal space which was not acceptable to you; so, you automatically moved back. In this way, the invisible boundary created by your bubble became apparent. Fig. 2.3: Proxemics 0.0.46 0.46-1.2m 1.2-3.7m 3.7m Ost 154 — 4-12ft iat There is a close connect between the space in which you allow the other person, the relationship you have with them and the manner of acceptable behaviour. This physical space language can be used to send signals of affection and aggression. 25unr Non: Verbal Communiation NOTES 26 ACTIVITY- Ifyou keep yourselfas the center point and then with the radius ofone and a half feet drawa Circle, the space within this circle around you's called ‘intimate space’. itis the few very close people to you, who can come so close and be in this space. For example, when you hug your mother itisa very close relationship. The relationship, behaviour and the space allowed and accepted are so clear. In this space - whisper, incomplete sentences, eye contact, etc, all ‘communicate messages very effectively. Now, draw a circle of radius four feet keeping yourself as the center point; n this space those people can come with whom you have a close relationship. Behaviour pattern is informal. Dress code too is informal. You have a lot of comfort level with people who come in this ‘space. For example, maybe your neighbor or your maternal aunt or uncle -that is only if you ‘andsshe/he enjoy close relationship. Next the space created with a radius of twelve feet; is space for formal relationships. Iti lke office relationships, where the behaviours formal. Thereisa dress code. There salist of do's and don'ts in the acceptable pattern of behaviour. You need to think before you speak, or ‘else, sometimes may have to eat your words. Space beyond twelve feet is referred to as public space. This ls where you are addressing a huge gathering with a pre-fixed text to the information required tobe given. CHECK YOUR PROGRESS- II True/False Q.1_Thereisaconnection inthe relationship and behaviour pattern between people. Q.2 _Oftenyouneedto think before you speakinofficematters. 2.3.3 PARALINGUISTICS Para means - ‘lke’; paralinguistics is — ‘ike language’. This involves how the speaker speaks ‘out his/her content of words. It brings out the important role played by voice and word - stress in communication. 2.3.3.1 VOICE Voice tells us about the speaker's sex, education, background, perception and manner of thinking. Some voices are clear and cultivated. Others may be musical. Some may be pleasant or unpleasant. A naturally clear voice makes communication more effective ands, therefore, abigasset. 2.3.3.2 PITCHVARIATION ‘Wide variations in pitch are necessary while speaking. These variations help to catch and keep the attention ofthe listener. They add to the level ofinterest in the communication,2.3.3.3 SPEAKING SPEED Itls necessary to change and adapttthe speed at which you speak according tothe audience’s ability to comprehend. Also, speed should be slower ifthe topic being talked about is new or difficult. The easy parts of the topic can be spoken at a faster pace, the complicated or technical parts at a much slower speed. This is to enhance the level of effective ‘communication. Speaking speed refers to the number of words spoken per unitofttime. This, concepts just like the speed at which you drive. When you are driving on a rough road, inthe darkness, in a heavy downpour of rain, your driving speed will definitely be less than when it isajoydriveon apleasantroad inthe sunshine. 2 »AUSE ‘pause at the right time, right place and for the right length of time goes a long way to make ‘communication effective. It emphasizes the subject matter to be talked about and gets the listener’s attention to it. Pauses when correctly taken help the speaker to gather his/her thoughts. 2.3.3.5 VOLUME VARIATIONS The volume of your speech should be loud enough to be easily audible to the audien: never too loud to put the audience off. Variations in volume add life to your speech and help toretain the attention of the listeners. 2.3.3.6NON-FLUENCIES These are utterances like, ‘um, ‘ah, ‘oh’, ‘ok, ‘you know, etc. Ithelps the speaker toget time to take a relaxed breath before speaking again; give time to the listener to grasp and ‘comprehend whatever has been spoken soar, However, pauses taken too frequently and for ‘too long will ake away from the effectiveness of the communication process. 2.3.3.7 WORD-STRESS This is used to emphasis that part of the sentence which you want to stress on. Greater degree of stress can be put on selected word/words to bring this out to the audience. Listening to the news bulletin on radio or television shows the speaker's ability to use word - stress effectively. This makes the pronunciation clear and widely acceptable. ‘CHECK YOUR PROGRESS-IV True/False Q.1_ Stress must be laid on the few selected words which convey the least important message. Q.2._ The tone of the spoken words makes a world of a difference in the meaning conveyed tothe receiver. inMco0 ‘Manager Communication 2 NOTES:unr Non: Verbal Communion NOTES 2.3.4COLOURLANGUAGE Colour communicates! colour communicates loud and clear! Culture dominatesin the usage and interpretation of colour. Let us take an example - Suppose Amit has a job interview in an MNC after two days. What. will be the colour of his shirt for the interview - red, blue, green or white? Of-course, Amit will choose the white shirt for the interview. Wearing the white color shirt conveys that he is. formally dressed for the interviewsession. Let us take another example- Imagine that your class went for a picnic yesterday. Radhika tooka lot of pictures of this wonderful outing. Later when you all saw the pictures; what was the colour of the shirts/t-shirts that dominated in the pictures ~ red, blue, yellow, white or black? Of-course, bright colours dominated the pictures. Colour conveys the mood of the ‘occasion. Different colours convey different meanings. Green conveys something related to plant life, environment. It is associated with wealth (as green is the colour of the US money). Red colour is of fire and blood. its linked to power, energy, danger also linked to desire, passion and love. Similarly, different colors are associated differently with people and situations. But ‘culture dominates the usage and interpretation of colour language. For example, in the ‘Western culture, the bride mostly wears white, whereas in the traditional Indian culture, white Is considered inauspicious. There is nothing right or wrong, it is thinking, and perceptions shaped by culture overtime, which colour the differentinterpretations. CHECK YOUR PROGRESS-V True/False Q.1 Colour languageis recently added to become part of non-verbal communication. Q.2 Theunderstanding of what colour conveysrestson the culture of the people, 2.3.5 TIME LANGUAGE Time has always conveyed a different meaning in cultures of the eastern and the western part ofthe globe. As the famous nature-poet, William Wordsworth says, “Whats life ffull of ‘care, you have no time to stand and stare.” There Is another, often heard statement carrying the same sentiment, - “Why worry about the future; it comes soon enough!” This is the viewpoint people in the Eastern part of the world have generally had for a long time. They tend to have a more relaxed view towards people and situations in the context of ‘time’. They ‘are more tolerant towards delays by other people. They get less stressed when circumstances and people cause delay and enforce them to waitin dealingsin thelr work and social environment. ‘On the other hand, the Western part of the world has held the view that - “Time is money”. “Time and tide wait for no one”. There is another statement carrying similar thought - “1 ‘worry about the future as | have to spend the rest of my life there”, Punctuality is the main 28