NGEC 5 • Dr.

Albert Mehrabian’s 7-38-55% Rule

- Research shows that when we communicate feelings and attitudes, only a
❖ Week 1-2
small percentage of our overall message comes from the words we use.
• The Communication Process
1. 7% spoken words
2. 38% voice, tone
3. 55% body language
• Non-verbal Communication
- Process of externalizing thoughts and feelings into action
- Includes all activities but not including the words
• Areas of nonverbal communication
1. Kinesics – the study of how the body, face and eyes communicate
- Body Language
a. Gestures – refers to the movements we make with our body, feet, and hand
b. Posture – refers to the way we hold ourselves
c. Physical Appearance – has to do with grooming and the clothes we wear
d. Facial expressions – include all the different movements reflected on our
face
• Components of the Communication Process
e. Eyes – the windows of one’s soul
1. Encoding 2. Proxemics – refers to the use of space
- The sender begins with the encoding process wherein he uses certain words 3. Chronemics – refers to the use of time
or non- verbal methods such as symbols, signs, body gestures, etc. to
4. Paralanguage – is the way we say things
translate the information into a message.
• Types of Communication
2. Message
- The message can be written, oral, symbolic, or non-verbal such as body
gestures, silence, sighs, sounds, etc. or any other signal that triggers the
response of a receiver.
3. Channel
- The sender chooses the medium through which he wants to convey his
message to the recipient.
- It must be selected carefully to make the message effective and correctly - Some nonverbal messages are vocal, and some are not. Likewise, although
interpreted by the recipient. many verbal messages are vocal, some are not.
4. Receiver - What about languages that don't involve words? Does American Sign
- The receiver is the person for whom the message is intended or targeted. Language. for example, qualify as nonverbal communication?
- He tries to comprehend it in the best possible manner such that the • Barriers to Effective Communication
communication objective is attained. - Barriers may lead to your message becoming distorted and you therefore
5. Decoding risk wasting both time and/or money by causing confusion and
- The receiver interprets the sender's message and tries to understand it in misunderstanding.
the best possible manner. - Effective communication involves overcoming these barriers and conveying
- An effective communication occurs only if the receiver understands the a clear and concise message.
message in the same way as it was intended by the sender. • Some common barriers to effective communication include:
6. Feedback 1. The use of jargon. Over-complicated or unfamiliar terms.
- The feedback is the final step of the process that ensures the receiver has 2. Emotional barriers and taboos.
received the message and interpreted it correctly as it was intended by the 3. Lack of attention, interest, distractions. or irrelevance to the receiver.
sender. 4. Differences in perception and viewpoint.
- It increases the effectiveness of the communication as it permits the sender 5. Physical disabilities such as hearing problems or speech difficulties.
to know the efficacy of his message. 6. Physical barriers to non-verbal communication.
7. Noise 7. Language differences and the difficulty in understanding unfamiliar accents
- The noise shows the barriers in communications. 8. Expectations and prejudices which may lead to false assumptions or
- There are chances when the message sent by the sender is not received by stereotyping. People often hear what they expect to hear rather than what
the recipient. is said and jump to incorrect conclusions.
• Verbal Communication 9. Cultural differences. The norms of social interaction vary greatly in different
- Involves the use of words or speech or auditory language to express cultures, as do the way in which emotions are expressed. For example, the
emotions or thoughts or exchange information. concept of personal space varies between cultures and between different
- More natural and informal social settings.
• Verbal Communication Examples • Ethical Communication
1. Meetings - "Ethical communication is a type of communication that is predicated upon
2. Presentation and Lectures certain business values, such as being truthful, concise, and responsible
3. Workshops with one’s words and the resulting actions.
4. Conversations • Principle of Ethical Communication
• Nonverbal Communication 1. Be truthful and honest
- Involves the use of visual or non-verbal cues - Communicate what is known to be true (only 100 percent the facts) to a
- Is communication that does not involve words listener, with no intent to deceive or present only parts of the truth.
- Oral and non-oral mess ages expressed by other than linguistic me ans. - Be as objective as possible
- This rules out not only sign languages but also written words. 2. Active Listening
- It includes messages transmitted by vocal means that don't involve - Hearing someone and listening to them are two different things.
language sighs, laughs, and other utterances. - It is necessary for the recipient to pro-actively listen to the speaker, and to
- A nonverbal message is any message that is not written or spoken not just hear what they want to hear, or to hear only parts of the
- The nonverbal message may accompany a verbal message (smiling as you conversation.
greet a friend), or it may occur alone (selecting the back seat when entering - Ask questions when any point is not completely understood
the classroom or a staff meeting). 3. Speak Non-Judgmentally
- Nonverbal messages are typically more spontaneous than verbal messages, - Speaking in a non-judgmental manner with every recipient
but that does not mean that they are any less important. 4. Speak from your own experience
• Nonverbal Communication Examples - Bringing your person al experience into a dialogue with business listeners is
1. Appearance – Clothing, Hair Style, Choice of Colors important, providing backup for your arguments with something more
2. Gestures – Hand Movements, Winking and Nodding tangible
3. Facial Expression – Smile, Frown 5. Consider the receiver’s preferred channel
4. Postures – Arm Crossing, Leg crossing, Seating Position - Use the most preferred communication channel, whether that be face-to-
5. Eye Contact – Movement of eyes, blinking face, email, conference call, phone call, messenger app, etc. to effectively
6. Para-linguistics – Tone of voice, pitch, loudness communicate with your listeners
6. Strive to understand 5. Fosters better cooperation among different cultural group
- It is important for listeners to also strive to fully understand what is being 6. Isolates people
said before responding. 7. Can make people create second lives
7. Avoid a negative tone • Language
- Tone is one of the most critical facets of communication. - Among the most often cited barriers to conflict-free cross-cultural business
- A listener may miss the meaning altogether if the tone is wrong, which can communication is the use of different languages. It is difficult to
lead to unnecessary confrontations that decrease business productivity. underestimate the linguistic differences plays in international business
8. Do not interrupt others communication.
- Interrupting others results in misunderstandings and unnecessary conflicts • Environment and Technology
and a breakdown in workplace communications. - The ways in which people use the resources available to them may vary
9. Respect privacy and confidentiality considerably from culture to culture. Culturally ingrained biases regarding
- Most businesses should include a clause in their code of ethics defining the natural and technological environment can create communication
what is appropriate when it comes to honoring client and employee barriers.
confidentiality and privacy. • Concept of Authority
10. Accept responsibility - Different often cultures distribution of authority in their society view the
- A core tenant within any ethical communication framework is taking differently.
responsibility for the actions that result from one's words, whether it be - Views of authority in each society affect communication in the business
good or bad. environment significantly, since they shape the view of how a message will
- This includes both short term and long-term consequences of one's be received based on the relative be status or rank of the message's sender
communications. to its receiver. In other conceptions of authority influence the forms
business communications take words, that managerial and other business
❖ Week 3-4 communications take
• Local and Global Communication in Multicultural Settings • Social Organization and History
• Communication, Globalization and Technology - One must take care not to assume that the view held in one's own culture
• Globalization is universal on such issues as nepotism and kinship ties educational values,
- The process of bringing people together and making them interact and class structure and social mobility, job status and economic stratification.
exchange ideas across traditional borders (Nowacyk, 2017) religious ties, political affiliation, gender differences, racism and other
- Increasing economic, political, and cultural integration and prejudices, attitudes toward work, and recreational or work institutions
interdependence of diverse cultures (Gamble& Gamble, 2013) • Nonverbal Communication
• Global village - Non-verbal communication which is a huge part of a conversation especially
- One world interconnected by an electronic nervous system – has become a hand gestures may convey different meanings based on nationality and
reality (Steward, 2015) culture
• Culture • Culture Difference
- The learned and shared behavior of a community of interacting human
beings (Useem & Useem, 1963)
- A system of beliefs, assumptions, and values shared by a group of people
(Fielding 1996)
- Shared patterns of behaviors and interactions, cognitive constructs, and
affective understanding that are learned through a process of socialization
(The Center for Advanced Research on Language Acquisition)
- Learned set of shared interpretations about beliefs, values, and norms that
affect the behaviors of a relatively large group of people (Lustig & Koester
2003)
• Characteristics of culture
- Cultures are:
1. Learned not innate
2. Shared
3. Multifaceted
4. Dynamic
5. Cultural identities are overlapping
• Ways of adapting to new cultures
1. Cultural integration
- Form of cultural exchange in which one group assumes the beliefs. Practices
and rituals of another group without sacrificing the characteristics of its own
culture
- Positive kind of adaptation because nothing is lost • Cross Culture
2. Cultural assimilation - People coming from different parts of the world have their own ways in
- Occurs when members of one cultural group adopt the language. practices, expressing their ideas, be it in verbal or non-verbal ways
and beliefs of another group, often losing aspects of their traditional culture - The use of different language expressions can sometimes affect the
in the process message of the sender if someone is not aware of that particular
3. Cultural accommodation terminologies
- Process by which individuals may take on values and beliefs of the host - This can happen in both oral and written communication
culture and accommodate them in the public sphere while maintaining the • Why is Cross-Culture Important?
parent culture in the private sphere - Cross culture is a concept that recognizes the differences among
• Examples and Impacts of technology-mediated communication businesspeople of different nations, ethnicities, backgrounds. and and the
1. Email as a standard form of Business Communication importance of bridging them.
2. Smartphones and texting - Businesspeople working abroad need to learn subtle differences in style and
3. Business Management tools substance to be effective.
4. Using videoconferencing for meetings • Developing Cross-Cultural Communication Skills
5. Social networking and relationship marketing - Slow down
6. Blogs and information websites - Separate questions
7. Messenger apps and Chatbots - Avoid negative questions
• Impact of technology on communication - Take turns
- Technology - Write it down
1. Provides unlimited information - Be supportive
2. Creates opportunities for meeting people - Check meanings
3. Helps keep in touch family and friends - Avoid slang
4. Brings new diversity to our culture and our lives - Watch the humor
- Maintain etiquette - High- Low-
• Local Communication Context Context
- It is being able to communicate with the members of your local are using Relationships Infer Rely little on
the same local language or (mother tongue) like Kapampangan & Cebuano information relationsips
• Local Community Group from social
- A local community is a group of interacting people sharing an environment. relationships
In human communities, intent, belief, resources, preferences, needs, risks, Information Convey little Spell out
and several other conditions may be present and common, affecting the explicitly most
identity of the participants and their degree of cohesiveness. information
• Cultural Identity Politeness Indirect Direct
- Defining who we are includes what and how we should behave in a Agreements Value oral Value
particular situation. Individual, relational, and communal identity. written
Individual identity refers to the individual's interpretation of his or her Signs Rely heavily Rely heavily
cultural identity, which is based on his or her own experiences on on written
• Importance of Local Communication nonverbal signs
- To disseminate information easily and understandably signs
- Using local languages can make organization training as impactful and
effective as possible especially during OUTBREAK • Successful Intercultural Communication
- Communicating in Local languages is critical in empowerment. - Aware of one's preferred values
• Gender and Language - Flexible and open to change
- Men and women often have different reasons for communicating. - Sensitive to verbal and nonverbal behavior
- Male and female conversational style varies in some interesting ways - Aware of values, beliefs, and practices in other cultures
- Gender isn't always the most important factor in shaping language use. - Sensitive to differences among individuals within a culture
- What they talk about (men and women) • Diver Teams
- Reasons for communicating - Differences affect how people behave in teams, what they expect from
- Conversational style teams
• Values, Beliefs, and Practices o Gender
- Affect response to people and situations o Class
- Often unconscious o Race
- Different cultures have different views of o Ethnicity
o Fairness o Age
o Groups o Religion
o Competition o Sexual orientation
o Success o Physical ability
o Social Status • Conflict Resolution
• Culture - Make sure people involved actually disagree
- Shapes values, priorities, and practices - Ensure that everyone has correct information
- Modern business requires dealing with other cultures - Discover needs each person is trying to meet
• Different Language Registers - Search for alternatives
- Language register is the level of formality with which you speak. - Repair negative feelings
- Different situations and people call for different registers. • Writing to International Audience
1. Frozen or “static” Register - Write in English unless fluent in reader's language
- At this level, language is literally "frozen" in time and form. It does not - Reconsider pattens of organization
change. This type of language is often learned and repeated by rote. - Buffer negative messages; make requests direct
2. Formal Register - Re-think audience benefits
- This style is impersonal and often follows a prescriptive format. The speaker - Allow extra response time
uses complete sentences, avoids slang, and may use technical or academic • Learning About International Business Communication
vocabulary. It is likely that the speaker will use fewer contractions but opt - Beyond a set of rules
instead for complete words. - International business practices are constantly evolving/changing.
3. Consultative - Seek out and talk to people from other backgrounds.
- This is the register used when consulting an expert such as a doctor. The o Enhance understanding of multiple perspectives
language used is more precise. The speaker is likely to address the expert
by a title such as "Doctor, "Mr." or "Mrs." ❖ Week 5-6
4. Casual • The text or message
- This register is conversational in tone. It is the language used among and - Message - information conveyed in the communication process
between friends. Words are general, rather than technical. This register o Verbal and/or nonverbal
may include more slang and colloquialisms. - Message - any recorded message that is physically independent of its
5. Intimate sender or receiver
- The language used by lovers o Assemblage of signs constructed with reference to the conventions
• Source of Diversity associated with a genre and in a particular medium of communication
- Variety (Chandler, 2017)
- Dissimilarity • Texts
- Mixture - Any object that can be "read", whether this object is a work of literature, a
- Distinctiveness street sign, an arrangement of buildings on a city block, or styles of clothing
- Multiplicity - It is a coherent set of signs that transmits some kind of informative message.
- Difference - Can come in any form and be any kind of writing
- Range - Different types of texts
1. Gender 1. Letters
2. Race and ethnicity 2. Advertisements
3. Regional and national origin 3. User-guides
4. Social class 4. Emails
5. Religion 5. Postcards
6. Age 6. Notes
7. Sexual orientation 7. Magazine articles
8. Physical ability • Medium
• Two Types of Culture - Speech or writing
- Specific technical forms like within mass media or the media of
interpersonal communication
• Remember that students: • Content Analysis
- Required to compose oral and written texts - What do you see?
- Text type expected, its purpose, and audience - What is the image all about?
- These have implications for the structure, language and presentation of the - Are there people in the image?
text - What are they doing?
• Structure - How are they presented?
- How the information is organized - Can the image be looked at different ways?
o Logical order - How effective is the image as a visual message?
o Chronological order • Image Source
o Spatial or space order - Where did you find the image?
• Language - What information does the source provide about the origins of the image?
- Means by which information is expressed verbally and/or nonverbally - Is the source reliable and trustworthy?
• Presentation • Visual Analysis
- Covers the layout, format, length, oral delivery, spelling, and referencing - How is the image composed?
• Written text types - What's in the background and what is in the foreground?
1. Essays - What are the most important visual?
2. Reports • Technical Quality
3. Researches - Is the image large enough to suit your purpose/s?
4. Reviews or reactions - Are the colors, light and balance, true?
5. Journals - Is the image a quality digital image without pixelation or distortion?
6. Business letters - Is the image in a file format you can use?
• Different Types of Texts • Contextual Information
1. Persuasive Texts - What information accompanies the image?
- Encourages someone to do something It may: - Does the text change how you see the image? How?
o Use capital letters, exclamation marks, questions, and repeated - Is the text information intended to be factual?
words to catch your attention. - What kind of context does the information provide?
o Use adjectives to make something sound attractive. - Does it answer the questions, were, How and why?
o Give only one side of an argument. • Steps in Doing Audience Analysis (Before the Presentation)
o Take the form of an advert; but it may also be a letter from a friend 1. Situational Analysis
trying to persuade you to go to a class. - Consider the demands of the occasion and the environment in which you
- Example: Enjoy an Enchanting Holiday in the Maldives Scattered across the will be speaking.
Indian Ocean lie islands with the finest white sand beaches and clearest A. Determine whether your audience is required to attend your
crystal blue waters. These are the MALDIVES! Over 1,000 coral islands. presentation, or if they are doing so voluntarily.
Temperatures here are always in the 80s. B. Consider the audience's expectations for this form of address. Examine
2. Instructive Texts the conventions of this genre of speech.
- Tells you how to do something. C. Determine where you will be speaking, what technology will be
- It will often use commands and pictures. available, the time of day, and your place in the order of speeches.
- It will be direct. 2. Demographic Analysis
- Example: Cut the bread into small squares. Arrange in layers and sprinkle - Obtain information on your audience's demographics before your
with sugar and raisins. presentation.
3. Descriptive Texts - Demographic information
- Tells you what something is like o Age
- The writer helps you imagine or 'see' a person, place, or thing. o Gender
- Describing words, such as adjectives and adverbs are used, as well as o Race, ethnicity, and class
descriptions of the five senses: look, sound, smell, touch, taste. o Sexual orientation
- Example: He was a big man with short curly hair, brown teeth, and a flat o Level of education, occupation
nose. A scar crossed his right cheek from ear to chin. o Marital status, political orientation, etc.
• Evaluating Messages and/or Images A. Determining demographics:
- We evaluate the effectiveness of our messages by developing and using I. Consider the event itself. A school play, for example, is ordinarily performed
strategic questions to identify strengths and weaknesses. for parents.
• Four Main Qualities of an Effective Message II. If possible, distribute a survey to your potential audience. This will not
1. Simplicity always be feasible or appropriate, but it can be advantageous in specific
- To ensure that our messages have simplicity, we should ask ourselves two situations.
questions: III. Examine publicly accessible information, such as census data or social
o Is my purpose evident? media accounts.
o Is my core message clear? B. Responding to demographic data
2. Specificity I. Resist the temptation to stereotype your audience based on demographic
- Refers to our choices of language and its usage. data.
- Ask: - For example, do not assume that parents attending a school play are all
o Is my language specific? heterosexual, middle-aged, or politically conservative. You could, however,
o Is my language concrete, rather than abstract? assume that most of them are familiar with advertisements aimed at young
o Am I using words which have traditional meanings and could perhaps children, children's television programming, or common parenting
be misconstrued? struggles, and incorporate those references into your presentation.
3. Structure II. Use inclusive language, regardless of your audience's demographics, and
- Ideas should be organized and easy to follow. avoid offensive language altogether.
o Does my message have structure? • During the Presentation
o Is there a more effective way to arrange my ideas? 1. Observation
4. Stickiness - Remain alert to the nonverbal cues of audience members, including eye
- ldeas should be memorable enough to move your readers contact, physical movement, and note-taking.
o Is my message engaging? - Be prepared to adjust your volume, rate of speech, and content to better
o Is my message creative? engage with your audience.
• Evaluating Message and/or Images 2. Audience Response
- Visual analysis is an important step in evaluating an image and - Polls or open response questions during a presentation can keep your
understanding its meaning. There are three steps in evaluating an image. audience engaged.
These are the following: - Give you valuable feedback during your presentation.
1. Identifying the source
2. Interpret contextual information
3. Understanding implications