Professional Documents
Culture Documents
Course Objectives:
1. Define the term communication.
2. Explain the different types of communication:
Ronald B.Adler and George Rodman, Understanding Human Communications, 2nd ed. (New York: Holt,
Rinehart&Winston, 1985), p.4.
Other specialists, like Norman Sigband supports the idea that a definition of the term
communication does not exist, because it involves too many elements from function to
structure that it would simply impose some restrictions to the term.2
Types of Communication
Depending on the channels used and the style, we can talk about various types of
communication. The message can be sent through verbal communication (with the words),
a second possibility would be through non-verbal communication (which uses body
language, facial expressions and visuals diagrams or pictures), while the third possibility is
through paralanguage (voice, rhythm, tone, stress, break).
a) written
b) oral
Verbal Communication
At the basis of communication we can position the interaction between people.
Verbal communication is probably one of the most important tools, as it helps in face-to-face
communication. It has some key components, such as language, speaking, words and
sounds.
Verbal communication is further divided into written communication and oral
communication. The oral communication refers to the spoken words in the communication
process. But words alone cannot have meaning, instead, people put meaning into words,
language develops and as a result speaking appears. Nowadays in the world we can speak
about 3,000 languages and dialects, and the developments and improvements reflect
important factors such as: age, gender, group or social factors which influence daily life.
Scientists consider that nowadays we can talk about two important areas of
speaking: interpersonal and public speaking. We must learn how to communicate with
other people, to be able to interact in an efficient way, so that it can become an interpersonal
Norman B. Singband, Communication for Management and Business, 3rd edition, (Glenview, III: Scott,
Foresman, 1982).
process. That is why etiquette is very important, especially if we take into consideration the
fact that we are referring to business communication.
Oral communication can either be face-to-face communication or a conversation over
the phone or on the voice chat over the Internet. Spoken conversations or dialogs are
influenced by voice modulation, pitch, volume and even the speed and clarity of speaking.
The other type of verbal communication is written communication. Written
communication can be either via snail mail, or email. The effectiveness of written
communication depends on the style of writing, vocabulary used, grammar, clarity and
precision of language.
The category of written communication will be presented in detail in the second
course, where we will draw a clear comparison between oral and written communication,
offer examples, clues and detailed information on the topic.
Nonverbal Communication
Nonverbal communication represents that part of interpersonal relationships without
any specific training or specialization. It is acquired daily, through personal experience. In
fact, Level A. Dale and Galle P. William, in their study, support the idea that This lack of
training and awareness is one of the major distinctions between verbal and nonverbal
communication. If we are to be optimally effective in a managerial setting, we need to
complement our language skills with a grasp of what nonverbal communication is and how to
use it.3
Non-verbal communication refers to the overall body language of the person who is
speaking, which will include the body posture, the hand gestures, and overall body
movements. Facial expressions also play a major role because the expressions on a
persons face can say a lot about a persons mood, at a certain time.
Albert Mehrabian, in his study Nonverbal Communication, supports a very interesting
point of view, according to which the total impact of a message is represented by the
equation:
Impact = 0.07 verbal + 0.38 vocal +0.55 facial/body4
This equation suggests the idea that only 7% of the message is in fact verbal, the
other 93% being represented by body language, facial expressions and vocal elements.
The most important disadvantage of nonverbal communication is that it is more
limited than verbal communication, being a reflection of the senders state, feelings, likes
3
4
Level A. Dale& P. William Galle, Managerial Communication, Homewood, Illinois, 1988, p.58.
Albert Mehrabian, Nonverbal Communication, (New York: Aldine and Atherton, 1972), p. 21-22.
and dislikes. Brown and Keller, in their study, suggest the fact that nonverbal communication
supplements the verbal5 and can help answer a set of questions, such as:
What can I say about the person in front of me?
How can this conversation help us build a relationship?
What should I understand from his words?
The American specialist Mark Knapp, in his study, supports a very interesting idea
about the fact that nonverbal communication should not be studied isolated, coming up with
a set of functions.6
Nonverbal communication helps add emphasis to the verbal message, contradict, by
signaling the opposite of the verbal, can substitute, which means that it can replace the
verbal message; it can complement, by adding nonverbal values to the verbal message, and
finally, it can regulate, by keeping under control the flow of information.
1. Accenting when we communicate exact data we need an emotional response to
the information given.
For example, if a manager informs a group of employees that they will be fired, the
respective people have two possibilities: either express their anger verbally, and try
to state their case, scream, shout and verbalize a lot, or they simply accept the
situation, being aware of the fact that it was an error they made that determined the
manager to take this decision. In this case they fail to verbalize their emotions,
because at this moment words seem useless.
2. Contradicting it is known the fact that social relationships and human interaction
does not allow public expression of a certain set of emotions.
For example, if a racist person is obliged to talk to a black person in public, for sure
he will be able to disguise his inner feelings, be polite, respond adequately, smile,
shake hands, etc, but we have to be aware of the fact that the external message may
not be the most accurate and sincere all the time.
Keltner mentions in his study that when information communicated through the
nonverbal channels contradicts information communicated through the verbal
Charles Brown and P.Keller, Monologue to Dialogue, (Englewood Cliffs, N.J.: Prentice-Hall, 1973), p.97.
Mark Knapp, Nonverbal Communication in Human Interaction (New York: Holt, Rinehart and Winston, 1972,
p. 21.
6
John Keltner, Interpersonal Speech Communication (Belmont, Calif. Wadsworth Publishing, 1970), p.112.
J. Ruesch and W. Kees, Nonverbal Communication, L.A.: University of California Press, 1956.
9
M. Hayes, Nonverbal Communication: Expression without Words in Readings in Interpersonal and
Organizational Communication, R. Huseman, C. Logue and D. Freshley (Boston: Holbrook Press, 1973),
10
G. Goldhaber, Organizational Communications (Dubuque, Iowa: William C. Brown, 1974).
8
Ekman and Friesen have come up with a classification of the body language into 5
categories11:
1. Emblems gestures with a pre-understood meaning: for example the sign of victory
2. Illustrators body movements that make the message more suggestive. For
example, a person might speak about and object and describe it with the hands or
fingers, so that the presentation could be more suggestive.
3. Affect displays facial motions which help reveal parts of the emotional state of the
speaker. We can offer as an example, the smiley face of an employee who has just
been promoted, or the happiness of a baby when receiving a gift. Emotions cannot
be controlled, that is why affect displays are extremely difficult to define and explain.
It is said that sometimes face can say more about a person than words, so we cannot
hide our feelings, because face will betray us.
4. Regulators head or eye movements, that can help control the conversation. For
example, by nodding we show interest in the conversation and approval of what the
other part has to say.
5. Adaptors subconscious movements that allow us to adjust emotionally to the
interpersonal climate in a given situation12. In this category we may include: a te
scratching your head, a te freca la nas, a te trage de nas, scratching a certain part of
the body, a face miscari necontrolate cu degetele, etc. Sometimes they seem
11
Paul Ekman and W. Friesen,The Repertoire of Nonverbal Behavior: Categories, Origins, Usage and
Coding, Semiotics I, (1969), p.63-93.
12 12
Level A. Dale&Galle P. William, Manageria Communication, Homewood, Illinois, 1988, p.66.
nervous ticks, but in fact they reveal a certain emotional state of a person, in a
stressful situation, or during an uncomfortable conversation.
The environment also known as the category of proxemics, according to Hayes
classification. We will discuss issues such as space, the so called vital space, customs
and clothing.
Edward Hall, refers to space by offering a classification into three categories:
1. Featured fixed space building interior;
2. Semifixed feature space that can be rearranged by moving furniture;
3. Informal space13.
Hall also takes into consideration the space zones or vital space that a person
needs in life. He considers that, when communicating, people need:
-
13
Edward Hall, The Hidden Dimension (Garden City, N.Y.:Doubleday Publishing, 1966).
probably my colleagues will observe my new pair of shoes. With dress we can reflect
image, mood, identity, power, wealth and authority14.
M. L. Rosencranz researched this matter and came up with the idea that we can
draw a strong relationship between womens consciousness of clothing and their social
status, level of education or intelligence15. Dressing code can help a person impose his/her
point of view or respect easier. That is why companies, and specially those where people
work at front desk, in direct contact with the public, impose a dressing code, showing respect
towards clients, and imposing a certain limit of respect between clients and employees. On
the other hand, the so called Casual Fridays, can help strengthen relationships between
people at work, giving them a chance to interact in a less formal way, but obviously this rule
does not apply to people working directly with the public.
Voice Paralanguage refers more to the way we utter things, than to what we say. G. L.
Trager developed four categories of the paralanguage, as follows:
a) voice qualities: pitch, rhythm, volume and tempo according to Davitz, a lowpitched voice indicates liking, while the high-pitch voice is an indictment of anger and
nervosity. Moderate pitch, rhythm and volume indicate frustration and disinterest16.
b) vocal characteristics: grunts, coughs, yawns, laughs, etc.c) vocal quantifiers: variations in volume and tone
d) vocal isolators: pauses and non-fluencies silence can speak as loudly as
words17.
Gestures, like a handshake, a smile or a hug can independently convey emotions.
Non verbal communication can also be in the form of pictorial representations,
signboards, or even photographs, sketches and paintings.
Other specialists, during the last period of time have found different other categories,
subcategorizing the classification produced by Reusch and Kees or Hayes. Now we can also
talk about:
14
Haptics Touch
Olfactics Smell
Ibid. P.72
M. L. Rosencranz, Clothing Symbolism, Journal of Home Economics, 54, no. 12 (1962).
16
J. R. Davitz adn L. Davitz, Nonverbal Vocal Communication of Feeling Journal of Communication11, no. 1
(1961), pp. 81-86.
17
Ibid. p. 74.
15
mostly body language, eye contact and posture which are the most important in
understanding cultural differences as well as conveying meaning.
time we no longer have that rigid framework of formality, arising due to personal needs of the
members of an organization to communicate efficiently and extremely fast. One of the main
disadvantages of informal communication is that we cannot establish accurately the level of
responsibility, as it is mostly in an oral form.
Definition
18
Passive
Assertive
Aggressive
Communication style in
which you put the rights
of others before your
own, minimizing your
own self worth
Communication style in
which you stand up for
your rights while
maintaining respect for
the rights of others
Communication style
in which you stand up
for your rights but you
violate the rights of
others
Non-Verbal
Styles
apologetic
overly soft or tentative
voice
I statements
firm voice
you statements
loud voice
guilt
anger from others
lowered self esteem
disrespect from others
feared by others
Aggressive Communication
Aggressive communication always involves manipulation. Managers using this style
of communication will try to determine people to do whatever they induce them to do, by
intimidating them and using anger as a control tactics. Do it right now or I will fire you!
Although certain sports play the aggressiveness rules (boxing, K1, judo, etc), this style will
never be able to create an efficient working environment.
Those that use the aggressive style usually:
Cannot be dishonest.
They will participate in a win-lose situation only if they are sure they catch the win
position.
Others feel humiliated, defensive, and resentful and hurt around them, but they will
always be perceived as angry, vengeful, distrustful and fearful.
The outcome is usually that the goal is achieved at the expense of others.
Passive Communication
Passive communication is based on compliance and hopes to avoid confrontation at
all costs. In this mode we don't talk much, question even less, and actually do very little.
Passives have learned that it is safer not to react and better to disappear than to stand up
and be noticed.
They allow others to choose and make decisions for them. That is why they do not
make very good managers.
They are emotionally dishonest; indirect and self denying, inhibited and solve
problems only accidentally.
They feel anxious, ignored, helpless, manipulated, and angry at themselves and/or
others.
The outcome is that others achieve their goals at the expense of the passive
communicator.
Passive-Aggressive Communication
Is a combination of styles, passive-aggressive avoids direct confrontation (passive),
but attempts to get even through manipulation (aggressive). This style of communication
often leads to office politics and rumor-mongering.
They appear honest; tend towards indirectness with the air of being direct.
Assertive people work hard and try to please the others, satisfying their needs and
wants, but on mutual grounds. They always try to position themselves on a win/win
situation, knowing their limits, but very interesting is the fact that assertiveness is the
style that people use least in a working environment.