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Category: Communication

  • Communication – Non Verbal 2

    In the last byte, we looked at paralanguage dimension of non-verbal communication. In today’s byte, we discuss some study done on how accurately these nonverbal communication cues are decoded.

    It has been observed that many people including judges with several years of experience have a greater confidence in their ability to decipher these non-verbal queues than their actual ability to do so! This generally happens due to incomplete or inaccurate interpretation of the non-verbal cues.

    Expert trainer – Paul Ekman, who has trained judges, secret service agents, and polygraphists to detect lies; says that the best way to detect lies is to look for inconsistencies in the non-verbal cues. Disparities between the subject’s words, body languages, voice etc are some cues that could help in this direction.

    If one were to ask – Why is non-verbal communication important to managers? It is because it is important for the managers to understand the impact on the meaning of the message being communicated. Definitely the employees pick up various non-verbal cues in the following situation – when the managers looks away when the employee speaks with him, doesn’t acknowledge any greetings, etc.

    The Manager would therefore need to consider the total meaning of the message, in all media of communication. A message would have a greater meaning in specific context and the cues could be better and interpreted with an ease.

    It would be interesting to have a quick table of common non-verbal communication cues from manager to employees and we shall provide that in the next byte.

  • Communication – Non Defensive 6

    In the last byte, we looked at facial expressions and eye-contact and saw what role they played in non-verbal communication. In today’s byte, we look at paralanguage and see what role this played in non-verbal communication.

    Verbal forms of communication – focus on what is being spoken, and could be written and transferred to the receiver. However, in addition to what is being spoken, we find that there exists a component of how it is being spoken that creates an effect on the listener. The “how” it is being spoken component consists of variations in speech like pitch, loudness, tempo, tone, duration, laugh or cry – all these form the focus of paralanguage dimension of non-verbal communication.

    These variations could be attributed to various meanings and then these cues help the receiver decipher the underlying meaning more effectively. Some of such examples could be –
    If one speaks at a rapid pace, and is also loud – it could be taken as being nervous or angry!

    In addition to how the communication was spoken, there are some “fillers” that we introduce in speaking – especially when we do not get the appropriate words- some such usages are “mmmm…” or “ah-ah” etc typically used to see if the receiver jumps in to help fill in a few words etc also form the subject matter of paralanguage.

  • Communication – Non Defensive 5

    In the last byte, we looked at kinesics. In today’s byte, we look at facial and eye behavior.

    In most face-to-face communication we find a wealth of information coming from the facial expressional and the eye behavior. It is a rich source of nonverbal communication. Many a times, the face gives unintended clues that to emotions that sender is trying to hide.

    It would be interesting to know that smiles have a universal meaning! While frowns, raised eyebrows and wrinkled foreheads would need to be interpreted in conjunction with the person (actor), the situation and the culture.

    Eye contact enhances reflective listening and along with smiling – it indicates a positive emotion. But again the cultural context begins to play a major role here – in some countries the direct gaze could be interpreted as honest, truthful and forthright in the US context, but could mean completely differ in the Arabic world! (It could be interpreted as serious offence to look directly at a woman). In Asian cultures, it is considered good behavior to bow the head in deference to a supervisor than look at his/her eyes directly.

  • Communication – Non Defensive 4

    In the last byte, we discussed about proxemics. In today’s byte we discuss about kinesics.

    Kinesics refers to the study of body movements and also includes postures.

    Let’s take an example – we would have seen many kids stick out their tongues and also waving fingers with one’s thumbs in the ear! This annoys many parents and indicates a sort of insult that the child intends to gesture! Similarly there are numerous other gestures and here is a short list of some from the US context.

    1. Rubbing ones hands together or exhibiting a sharp intake of breadth indicates anticipation
    2. Closed hand position, hand wringing, or rubbing the temples indicates stress.
    3. Drumming fingers, pacing, or jingling coins in the pocket are indicates nervousness.
    Note: the same gesture could be understood differently in different context.

  • Communication – Non Defensive 3

    In the last byte, we looked at the various types of nonverbal communication. In today’s byte we explore Proxemics in a bit more detail.

    Proxemics refers to the study of an individual’s perception and use of space. The use of space also includes – “Territorial Space”. Territorial space refers to the bands of space extending outwards from the body – indicative of the comfort zone of the individual. As true with the generic hint that we gave stating these nonverbal communication is culturally influences, – in this context too, different cultures prefer different types of interaction with others depending on the comfort zones.

    Territorial zones include the following:

    1. Intimate zone
    2. Personal zone
    3. Social Zone
    4. Public Zone

    Our relationships with people also shape our use of territorial space

    In addition to the territorial spaces, seating dynamics is another interesting dimension of proxemics. Seating dynamics refers to the art of seating people in certain positions according to the person’s purpose in communication.

  • Communication – Non Defensive 2

    In the last byte, we looked at aspect of non defensive behavior and how it affects a smooth communication. In today’s byte, we look at non-verbal communication aspects.

    Simply put, non verbal communication refers to all the elements of communication that do not involve words – including gestures, use of space, etc.

    It has been observed through research that most of the meaning in a message (from 65% to 90%) is conveyed through nonverbal communication!  Non-verbal communication could be classified into 4 basic categories:

    1. Proxemics
    2. Kinesics
    3. Facial & eye behavior
    4. Paralanguage
    It is important to understand that the interpretation of non-verbal communication mode is extremely context specific – it depends on the culture and people involved in the communication. With globalization increasingly influencing day o day aspects of business – understanding these non-verbal customs in other cultures becomes all the more essential for people.

  • Communication – Non Defensive

    In the last byte, we looked at defensive tactics. In today’s byte, we look at non-defensive communication dimensions.

    A person communicating in non-defensive means may be seen to be centered, assertive, controlled, informative, realistic and honest.  Such non-defensive communication is powerful, because the sealer exhibits self-control and self possession without rejecting the listener.

    Converting such defensive patterns of communications to non-defensive ones helps enhance relationship building at work. Relationship building behaviors and communication helps reduce adverse responses of blame, and anger when faced with a negative event at work.

    A subordinately defensive person needs to learn to be more assertive. Following steps could help in the process
    Instead of asking for permission to do something, report what you intend to do and invite confirmation
    Instead of using self-deprecating words, convert the message to a self-assertive form.
    Non-defensive communication should be self-affirming without being self-aggrandizing.

  • Communication – Defensive 2

    In the last byte, we looked at defensive communication at work. In today’s byte, we look at some defensive tactics.
    Defensive tactics are very common in workplace. The major issue is that until defensiveness and defensive tactics are recognized, it is difficult to change them or to respond to them in non-defensive ways. Defensive tactics are how defensive communication is acted out.

    Some of the defensive tactics used in workplace are:

    • Power Play
    • Put-down
    • Labeling
    • Raising Doubts
    • Misleading information
    • Scapegoating
    • Hostile Jokes
    • Deception
    In many situations, such tactics raise ethical dilemmas and issues for those involved. People might raise doubts about another person’s values, beliefs etc.

  • Communication – Defensive

    In the last byte, we began our discussion on defensive and non-defensive communication. In today’s byte, we look at defensive communication at work and try to identify patterns therein.

    Defensive Communication at work could be shown in 2 broad patterns of responses:

    1. Subordinate Defensiveness
    2. Dominant Defensiveness
    Subordinate Defensiveness: is characterized by passive, submissive, withdrawal. The underlying thought of the person in this state is – “You are right and I am wrong”.  This is most common in people with low self-esteem and is found mostly in people at lower organizational levels.
    This sort of a behavior could prevent sensitive and critical information from moving up the organization and therefore loose organizational performance! This subordinate defensiveness over time could manifest as dominant defensiveness.

    Dominant Defensiveness: is characterized by active, aggressive, attacking behavior. The underlying thought of the person in this state is “The best defense is a good offense”. They psychological attitude that underlies this is – “I am right, and you are wrong”.
    In this case, people with low self-esteem compensate by exhibiting this pattern of behavior. People at higher levels in the organization too could have such an attitude!

  • Communication – Defensive & Non-Defensive

    In the last byte, we looked at how gender difference and language could act as barriers to communication and how these could be overcome. In today’s byte, we begin our discussion exploring defensive and non-defensive communication.
    • Defensive Communication refers to the communication that can be aggressive, attacking, and angry, or passive and withdrawing.
    • Non-defensive Communication refers to that is assertive, direct and powerful.
    Of the two, it is pretty evident that defensive communication in organization can create barriers between people, whereas non-defensive communication help open up relationships. Simply put, aggressiveness and passiveness are both forms of defensive communication, assertiveness is non-defensive communication.

    Defensive communication in organization leads to a wide range of problems, including injured feelings, communication breakdowns, alienation in working relationships, etc. Counterattack or sheepish withdraw could derail communication.
    Non-defensive communication in contrast provides a basis for asserting and defending oneself when attacked – without getting non-defensive. Each of these defensive approaches could be aptly addressed.