8/7/2019 cs final pptttttttttttttt
1/29
BUSINESS COMMUNICATION
PRESENTED BY:
GUNJAN ARORA (01)KARTIK BEHL (02)
AMRUTA (03)
SHAMIKA (04)
PARAS FURIA (05)
ASHISH GOYAL (06)
SHRADHA GULWADE (07)
8/7/2019 cs final pptttttttttttttt
2/29
TOPIC
SURVEY ON NON VERBAL CUES AND ITS
IMPACT ON BUSINESS COMMUNICATION
8/7/2019 cs final pptttttttttttttt
3/29
Contents
Introduction to Nonverbal Communication
Importance of using Nonverbal Communication
Role of Non Verbal Communication Cues in business
communication Types of Non Verbal Cues
Some DOS and DONTS
Survey at Canara BANK.
Survey at Automobiles-Service Staion
Survey at VICHI AGRO PRODUCTS PVT LTD.
Survey at LIC
Conclusion
8/7/2019 cs final pptttttttttttttt
4/29
What is Nonverbal Communication?
Nonverbal communication is a procedure of communicating
with a person or party without using any form of speech to
grab an audience attention or to exploit a message.
It is an expression of a thought or thoughts to make your
message more appealing and interesting to whom you are
speaking.
8/7/2019 cs final pptttttttttttttt
5/29
Importance of using Nonverbal
Communication Used to repeat the verbal message.
Often used to accent a verbal message.
Often complement the verbal message butalso may contradict.
Regulate interactions .
May substitute for the verbal message.
8/7/2019 cs final pptttttttttttttt
6/29
ROLE OF NON-VERBAL CUES
Non-verbal cues are used to communicate through theword-less messages.
Nonverbal cues have five times the impact of verbalcues.
Each gesture is like a single word, and each word mayhave several meanings.
Non-verbal cues accounts for between 60% and 80%of the impact in initial impression.
8/7/2019 cs final pptttttttttttttt
7/29
TYPES OF NON-VERBAL
COMMUNICATION
Kinesics Non-verbal behaviour related to movement, either of any
part of the body or the body as a whole.
Includes facial expressions, postures and gestures.
Facial expressions
Tells the attitude of the communicator.
Provide information about a communicators thought process.
Used to communicate emotional meaning more accuratelythan any other medium in inter-personal communication.
8/7/2019 cs final pptttttttttttttt
8/29
Posture
Reveals the intensity of emotional states.
It is the way we conduct ourselves. It is an indicative of attention, involvement,
relative status between persons and the degree to which
another person is liked.
Gestures
Gestures are actions.
Can be classified as conscious and spontaneous.
Oculesics
The study of role of eyes in non-verbal communication.
Includes eye contact or avoidance of eye contact.
8/7/2019 cs final pptttttttttttttt
9/29
CONT Haptics
Study of touching as non-verbal communication. Touch can convey factors such as intensions, feelings both
positive or negative , relationships, respect and so on.
Proxemics Study of nature, degree and the effect of the spatial
separation individuals naturally maintain.
It defines the regions around people and the acceptable social
behaviour in those zones.
Personal Appearance
It confers meaning that is transmitted by physical
characteristics of the body, attire and the accessories.
8/7/2019 cs final pptttttttttttttt
10/29
CONT Paralanguage/Vocalics
Paralanguage refers to all vocally produced sound that is not adirect form of linguistic communication.
Includes factors such as tone of voice, loudness, inflection,
and pitch.
Chronemics
It refers to the use of time as a message system.
Includes punctuality, amount of time spent with another and
waiting time,etc.
8/7/2019 cs final pptttttttttttttt
11/29
Dos and Donts of non-verbal
communication
During a team meeting...Do
Sit up straight and look attentive. Slouch in your chair and fidget
8/7/2019 cs final pptttttttttttttt
12/29
You notice a colleague that you normally joke around
with is not looking very happy...
Do Don't
Give them a little space and
a friendly gesture.
Crowd them and make jokes when
the time is inappropriate
8/7/2019 cs final pptttttttttttttt
13/29
Your team leader is introducing you to a new staff
member...
Do Don't
Smile, shake their hand, make eye contactand stand up, if you are sitting
Sit at your desk, glance in theirdirection, and mumble, "Hi".
8/7/2019 cs final pptttttttttttttt
14/29
Your team leader has asked you to meet with them to
discuss your possible promotion...
Do Don't
Dress too casuallyDress in a business manner, suitable for
the position for which you are being
considered
8/7/2019 cs final pptttttttttttttt
15/29
Guidelines of survey
8/7/2019 cs final pptttttttttttttt
16/29
VICHI AGROPRODUCT PVT LTD
Survey Report on:-
8/7/2019 cs final pptttttttttttttt
17/29
Observation
When I have visited the company, I have been to back office. Thehead executive and other executive were sitting in the board room.atthat time there came an IT engenieer(A). to demonstrate productionsystem software.
A entered the room few people clear their throat.
Executive were looking around here and there and not at A. A walked down towards projector and pluged his laptop.
There was a lot of whisper of executive and lot of shuffle of paper atthe back.
Two members among executive were yawning.
A started with brief introduction of production system.
A has not planned his presentation and tooked a lot of time. He was not properly dressed i.e improper formals.
Head executive interrupted A after 20 mins by telling him that isenough.
8/7/2019 cs final pptttttttttttttt
18/29
Findings
A did not introduce himself to executives.
A was not properly dressed and framed a dull impression.
Presentation was not planned & was clumsy.
A was not able to make presentation more interesting.
Executive showed lack of interest by yawning. There was a lot of whisper from back.
A was busy with presentation and was not taking executivealong with presentation in a smooth flow.
Improper eye contact from A part, and hence presentationwas not participative from both the sides.
Some executive were sitting crossing their arm and lookinghere and there showing lack of interest.
Head executive was not expecting A and hence the tone inwhich he interrupted A was not proper.
8/7/2019 cs final pptttttttttttttt
19/29
Recommendations
When A entered in the room he should had a firm handshake with the headexecutive and introduce oneself, and also asked is this the best time forpresentation.
A should have planned presentations with short benefits points and in shorttime frame as well as encourage the group by asking them questionsimmediately and make presentation interesting.
As tone of voice was very low and hence his tone of voice should beproperly balanced as louder at important points and vice versa in the samemanner as pitch of the voice make presentation more live and attentative.
When A saw executive yawning he should have wrapped the presentationwith major points quickly.
A should have make good eye contact with everybody so that he canreinstate them into presentation.
A should be properly dressed (in formals) as it reflects his personality. Good facial expression, it would have helped A to make interaction with
executive and also he should ask for feedback for the presentations andexplain if some points are not understood.
Proper gestures to be used, as it would not make presentation boring.
8/7/2019 cs final pptttttttttttttt
20/29
SURVEY ON
A. OBSERVATIONS:
o On entering the branch, I saw a big moustached Security Guard
grinning at me.
o I approached an Executive direction for the necessary desk where I
had to verify my signature.
o The person gave me directions and I went up to the concerned
Supervisor who on my arrival flashed the form in front of me only
to find out that the signature didnt match again.
o As I left the desk, approaching the door to the Exit I was
confronted by another young guy with a form in his hands.
o On refusing his proposal he giggled and walked away.
8/7/2019 cs final pptttttttttttttt
21/29
FINDINGS
Security Guard- Gave a Grin 1st Executive Busy in chit-chatting, Attire was shabby,
loud voice and regional accent, looking down at his
papers while talking.
2nd Executive Properly dressed, told to sit and sign the
documents, eyes in upward direction, was not answering
my questions properly.
Sales Executive Casual wearing, forcing to purchaseone credit card, voice was high pitch, eyes stuck on my
eyes, smiled and walked away.
8/7/2019 cs final pptttttttttttttt
22/29
SUGGESTIONS
Security Guard - The guard could have given a smile as a smile leaving a sense of
assurance rather than a grin.
1st Executive - The executives could have been more professional in doing their work
rather than paying no heed to a customers question.
They could have been more respectful in terms of time that they took in answering my
question.
They could have made an eye contact & pointed out towards the way I should have gonein the process of showing me directions.
Final Executive - who handles my account could have stood up, shook hands &
welcomed me with a smile as this would have given me a positive outlook into the work
environment.
He could have accompanied some smiles and some nods with his speech to make it more
effective.
He could have also asked me a pen which he didnt.
Sales Executive- He could have portrayed confidence with his posture which he
couldnt with his laid back posture.
Selling requires a power dressing rather than casuals, sport shoes and the whole attire.
8/7/2019 cs final pptttttttttttttt
23/29
Survey On Life Insurance CorporationObservations :
1.The attire of the insurance agent guy was in formals with blazers so my firstimpression was good towards that agent.
2.Handshake was firm when he introduced himself which conveys that he hada positive attitude.
3.His facial expressions was full of smiles.
4.During the conversation he was maintaining proper eye contact which
showed that he was very confident.5.There was variations in the tone which was a great help in the conversationsotherwise it would had beenm monotonous
6.Insurance Agent guy was very attentive and was giving me a patient hearingwhich helps me to know that he is a good listener.
7.Proper gestures and signs were been used by him to make me understandwhat he wanted me to understand.
8.During the discussion he was nodding his head which means whatever i amsaying he understands and make communication process complete.
8/7/2019 cs final pptttttttttttttt
24/29
Findings :
1.Other employees working there were were notworking quietly which was a great distraction for me.
2.They were not dressed properly.
3.There was no security guard at the entrance.
3.There were lots of interferences by other employeesbecause of which communication was interupted.
Recommendation :
1.Proper dressing should be there so that customers
have a good impression about the organization. 2.Work should be done quietly and one should takeothers into consideration.
3.Sometimes the insurance agent was using to muchgesture which i think he should avoid.
8/7/2019 cs final pptttttttttttttt
25/29
Automobiles-Service Staion Survey
OBSERVATIONS AND FINDINGS :
Sit blank
No response
Dont answer your questions Seem as if they have no interest
Wander around without tools and waste time
Stare but dont guide or tell you anything
Dont bother if you have come for the delivery but simplygo on talking amongst themselves
Dont talk but use sign languages with one another
Often leave work and sit idle with friends
8/7/2019 cs final pptttttttttttttt
26/29
Suggestions :
When they see a customer ,should be ready to
write the specifications.
Ask about the details , if any.
Inform about the next delivery time and date. Show interest in their work.
Always be ready with required tools.
At the time of delivery convey what the problem
was and the next date for servicing.
8/7/2019 cs final pptttttttttttttt
27/29
Guide the customer for proper maintenance of the
vehicle.
Give prompt delivery.
Convey about th delays to .
Work in their working hours and chat with friends
during lunch hour.
Greet the customer with atleast a smile.
8/7/2019 cs final pptttttttttttttt
28/29
Conclusion
Words are accented and punctuated by body movementsand gestures, while the face shows a myriad of expressions.
It is important to be aware of the dominance of the
nonverbal message. If there is disagreement between theverbal and nonverbal message, the nonverbal will win.
Non verbal cues are inseperable part which makes the firstimpression on any person.
Without even knowing we everyday talk using non verbalcues.
8/7/2019 cs final pptttttttttttttt
29/29
Top Related