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BUSINESS COMMUNICATION

PRESENTED BY:

GUNJAN ARORA (01)KARTIK BEHL (02)

AMRUTA (03)

SHAMIKA (04)

PARAS FURIA (05)

ASHISH GOYAL (06)

SHRADHA GULWADE (07)


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TOPIC

SURVEY ON NON VERBAL CUES AND ITS

IMPACT ON BUSINESS COMMUNICATION


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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


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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.


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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.


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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.


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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.


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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.


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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.


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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.


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Dos and Donts of non-verbal

communication

During a team meeting...Do

Sit up straight and look attentive. Slouch in your chair and fidget


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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


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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".


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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


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Guidelines of survey


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VICHI AGROPRODUCT PVT LTD

Survey Report on:-


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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.


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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.


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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.


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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.


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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.


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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.


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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.


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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.


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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


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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.


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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.


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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.


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