ASSIGNMENT ON

FACE-TO-FACE
COMMUNICATION

ST.MARY’S SCHOOL OF MANAGEMENT STUDIES

SUBMITTED BY,
GROUP 4

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S.NO DESCRIPTION PG.NO

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1. FACE-TO-FACE COMMUNICATION
1.1 introduction
1.2 Definition of communcation
1.3 Meaning of business communication
1.4 Communication situation
1.4.1 Why do we need to be better communicators?
1.4.2 How do we become better communicators?
1.5 Importance of face-to-face communication at
work
1.5.1 When does technology does communication?
1.6 How face-to-face communication helps at
work?
1.7 Effectiveness of face-to-face business
communication
1.8 Do’s and don’t’s of face-to-face
communication
1.9 Advantages and disadvantages of face-to-face
communication
1.10 conclusion

2. FACE-TO-FACE COMMUNICATING
SKILLS AND TECHNIQUES

2.1 introduction
2.2 Importance of communication skills in
relationship
2.2.1 Why are communicating skills important and
necessary for professionals
2.3 Basic communication skills
2.3.1 Communication skills in medical
profession,industry and school

S.NO DESCRIPTION PG.NO

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2.4 Communication skills training
2.4.1 Communication skills training
2.5 Business communication skills
2.6 Good communication takes real skills
2.7 Ways of developing good communication
skills

3. TELEPHONIC CONVERSATION

3.1 Meaning of telephonic conversation

3.2 How to start a conversation on phone
3.3 Telephonic conversation in business
3.4 Telephonic guidelines
3.5 Tips for good telephonic conversation

4. ROLE PLAY

4.1 Meaning of role play

4.1.1 Role play in the field of social
science,training,entertainment
4.2 Definition of role play
4.3 Role playing games
4.4 Role playing techniques
4.5 conclusion

5. BODY LANGUAGE

5.1 Meaning of body language

5.2 Understanding body language
5.2.1 Physical appearance
5.3 Unintentional geatures
5.4 Criticalness of body language
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5.5 Power of body language
5.6 Types of body language
5.7 Non-verbal communication and body language
in relationship
5.8 Cues of body language
5.9 Commom mistakes of body language
5.9.1 Other mistakes
5.10 Tips for improving body language
5.11 Body language enhancing life
5.12 conclusion

BIBLIOGRAPHY

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FACE-TO-FACE
COMMUNICATION

INTRODUCTION

‘Communication is not only the essence of being human, but also a vital property of life…”

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Communication is a process that started perhaps even before we knew how to write or spell the
word "communication". Communication is perhaps dated back to the advent of life itself. What
evolved from simple body language or ancient pictorial messages carved on rocks
metamorphosed into rather evolved channels of communication like the telephone, television and
off course the world wide web that brought the world as close as it could get!

We all live in a high-tech, fast moving, new society. We use email, voicemail, and snailmail
to communicate. But old-fashioned face-to-face communication is still what gives us the real
impression of the person we are talking to.

When we meet someone new, within the first few seconds they decide if we are:

 Trustworthy
 Reliable
 Honest
 Worth doing business with

“Face-to-face interaction is one form of business communication”

Business persons “knew” who they were making legal deals with. Since the introduction of
such things as e-mail and fax, personal communication has been less prominent. According
to Dr. Patricia Whalen, the Director of the DePaul College of Communication’s MA Program
in Public Relations and Advertising, “Informal, face-to-face communication plays a bigger
role in the outcome of the deals than the number of formal communications in such tools as
newsletters, intranets and letters to employees."

DEFINITION OF COMMUNICATION

“The process of sending and receiving messages through verbal or nonverbal means--
speech (oral communication), writing (written communication), signs, signals, or
behavior”

MEANING OF BUSINESS COMMUNICATION

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 Business communication is a tool that allows you to improve the performance
of your employees, it allows you to improve the performance of the teams within your
company, and it allows you to improve the performance of your entire organization, all
with the common purpose to execute the organization’s strategy, reach its vision, and
fulfill its mission

COMMUNICATION SITUATION

 why do we need to be better communicators?

1. Healthier relationships across the board - in every area of our lives.

2. Less conflict and misunderstanding - and therefore less stress and problems.
3. More confidence in a range of situations and settings.
4. Better connection and rapport.
5. More opportunities.
6. Less wasted time and energy - because we can communicate our message
(thoughts, ideas) more effectively.
7. Less frustration - always nice.

 How do we become better communicators?

1. Ask people open ended questions, not yes/no questions.

"Did you have a nice weekend?" - Bad

"What did you do on the weekend?" - Good

Ask questions which show that you're interested in the other person and give the
conversation a chance of lasting for more than thirty seconds!

2. Be an active listener. Participate rather than spectate. Consciously be involved

in the discussion, ask relevant, meaningful questions and don't simply wait for a
gap in the conversation so that you can be heard.

3. Be genuinely interested in the other person. Self-centred people are terrible

communicators because they always steer the conversation back to themselves
and they rarely acknowledge, validate or actually consider the other person's
feelings or perspective. If you're not interested in the other person's perspective,
you're not part of a conversation, you're delivering a monologue.

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 4. Have fun and don't take yourself too seriously. Be able to laugh at yourself.
Some people are so intense that they're no fun to hang out with or talk to.

5. Be open to the notion that you might be.... wrong! Crazy thought I know but
just try it anyway. If you go into any conversation with a level of arrogance and
superiority (in your mind anyway) then you will never have a productive
conversation or meaningful exchange. Don't talk at people, talk with them. If you
can't consider someone's perspective other than your own, you will never relate to
others and you'll never learn or grow as a communicator.

6. Put yourself in situations where you will be forced to develop those

communication skills. Speak to a group, deal with a situation you've been
avoiding, have that long-overdue discussion with that person.

7. Before you open your mouth, get clarity about what you want to say. Some
people engage their mouth before they engage their brain. You know those
people. Who am I kidding, you and I are those people! I'm always putting my foot
in my mouth. Okay, feet.

8. Listen to yourself on audio tape or watch yourself on video/DVD. Can be a

particularly uncomfortable but eye-opening exercise. Not always a feasible option
this suggestion (you may not have such a tape) but when possible it's always sure
to provide you with a fresh perspective of... you. The first time I saw myself talk
to an audience on video, I cringed for forty five minutes and hated every second
of it. But I did learn a lot about how others perceived me and I did identify one or
two (hundred) annoying little communication idiosyncrasies.

THE IMPORTANCE OF FACE TO FACE COMMUNICATION AT WORK

 As more communication up and down the line at work is done electronically, face-to-face
discussion can easily fall by the wayside. While the speed and volume of communication
increases with e-mail, voicemail and instant messaging, some of the dialogue and
personal touch can start to disappear.
 A global survey shows that 67 percent of senior executives and managers say their
organization would be more productive if their superiors communicated more often by
personal discussion. While they desire more personal discussion from their superiors,
however, the top personal method of communicating for these same business leaders is e-
mail, based on the survey by NFI Research.

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  “Too many people take the easy way out and try and do everything via e-mail and in a lot
of cases consume more time on both sides of the equation than they would have by
simply picking up the phone or going to see the person,” said one survey respondent. “I
often find that when I look the other person in the eyes and ask them something I get far
more than I ever would over e-mail.”
 “Personal discussion is the foundation of communications,” said another respondent.
“Once this foundation is established, it enables all of the other forms of communication.
Having a personal connection builds trust and minimizes misinterpretation and
misunderstanding.”

When Technology Does the Communicating

While the majority of business leaders say their organization would be more productive
with more personal discussion, some lament that many people fall back on technology to
do the communicating. “We have started to run our business by using technology instead
of good old-fashioned personal communication,” said one manager. “We need to take
vacations from our BlackBerrys, computers and voicemail and get out and talk to
everyone in the organization. Nothing can replace open and honest face-to-face
communication.”
 Using e-mail rather than personal discussion can also delay decision-making. “I find that
many executives avoid conversation because they may be forced to make a decision or
express an opinion,” said one respondent. “If they can keep communications within e-
mail, they can continually pass the buck around or back without having to commit.
Management by failure to act may be the new favored process.”
 In other cases, communicating via technology can be effective. “Instant messages and e-
mail are communication accelerators,” said one executive. “Discussion databases are
more efficient for larger groups. But there is no substitute for in-person communication
when appropriate.”
 “Our organization uses DVDs as a medium to distribute corporate messages to significant
segments of the workforce and it is effective,” said another.
 With so much to do at work, it’s not always easy to find time for personal discussion.
However, in the long term, face-to-face communication just might assure that
communication is clear and understood.

HOW FACE TO FACE COMMUNICATION HELPS AT WORK ?

Today, most of your clients, colleagues and stakeholders are just a phone call or email
away -- technology has made communication that simple. However, while tools like telephones
and computers score high on convenience and speed, they lack the warmth and emotion that
face-to-face communication provides.

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In my earlier features, I have highlighted the importance of telephone etiquette, making use of
online networking and business chat etiquette. However, there are some occasions where you
must revive the by-now forgotten art of face-to-face communication.

 Appreciating colleagues

In the words of Helen Keller, 'We are all walking with a signboard on our forehead which reads
-- 'Appreciate me'.' It seems we have replaced the pat on the back with 'Thank you' and 'Good
job' emails. But there is nothing that motivates someone more than seeing their boss walk up to
them and appreciate them in front of everyone.

Go to your colleague's cubicle and congratulate them on the great report they sent or the
presentation they made recently. I remember one of my ex-bosses who used to call us team
members to his cabin just to say 'thanks' and pat our backs. The team immediately took a liking
to him as most people expect a warning or feedback when the boss invites them to their cabin.

"It's difficult to build rapport over an email; I would feel much better if my boss appreciates me
in person," says Ashok Krishnan, a CA with Nestle [ Get Quote ].

 Criticising or providing feedback

When you provide feedback over an email or a phone call, the receiver may have a completely
different perception about its relevance. This effect is amplified when you are not
communicating face-to-face. The reader or listener may think you are cold and indifferent and
that's why you avoided meeting them in person to discuss the issue. A face-to-face meeting gives
you the opportunity to put your point across, while being sensitive and diplomatic at the same
time.

"I have noticed that colleagues often use emails to avoid confronting the real issue. If someone
fails to meet their target, I would prefer they tell me in person than offer an explanation
over email," says Vidhanshu Bansal, a director with Pixel Webtech.

 Assigning new responsibility

There is a great risk of the message getting diluted when a responsibility gets delegated
through email or a phone call. Don't be surprised if your team does not show a sense of
ownership or complete tasks on time if you are not communicating face-to-face. Nonverbal
communication, such as tone of voice, facial gestures and eye contact help individuals
understand the importance of a task and the need to complete it on time.

"We rely on conference calls, video conferencing and online meetings but, from my
experience, there's nothing more impactful than meeting the team in person," says Delhi-based
Ashu Gosh, a manager with Aviar IT Consulting.

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  Damage control with clients

If you haven't provided the product or service the client expected, you are putting your
relationship with the client at stake. An apology mail would not suffice in a sensitive issue like
this. Go to the client's office, if possible, without them having to call you for an explanation, and
reassure them that the confidence they demonstrated when they gave you business was not
misplaced. Your client would be pleasantly surprised that you took the time to come and meet
them, especially when things went wrong.

"I used to interact on almost a daily basis with a client over emails without ever figuring out
whether the person was male or female. When a report I was supposed to send got delayed, I
made a rude comment about a female colleague which offended the client who happened to be a
lady herself," says Deepak M.L, a manager with Convergys.

 Resolving conflicts

Workplace conflicts are common in most organisations. The lack of interpersonal

communication only worsens the situation. It's important to remember that 55 per cent of
meaning in an interaction comes from facial and body language and 38 per cent comes from
vocal inflection. Only seven per cent of an interaction's meaning is derived from the words
themselves. So, trying to resolve a conflict over email or a phone call is often a bad idea.

"A colleague complained about another colleague and copied the senior management on the
mail. I was surprised to see that mail translating into a flood of mails providing and seeking
explanation. The person who sent the original mail was just one floor above the person who was
at the receiving end. I had to sit down with both of them in person to resolve the conflict," says
Kailasam R, a manager with Lufthansa Airlines.

Your communication style says a lot about you as a professional. In the words of Ralph Waldo
Emerson, 'You are always under examination by people around you, awarding or denying you
very high prizes when you least think of it.' So leave the comfort of your cubicle and build
trustworthy relationships by communicating face to face.

IF THE BUSINESS COMMUNICATION IS EFFECTIVE….

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 At the employee level, it allows you to make decisions, provide feedback in an ongoing
basis, make agreements, etc.
 At the team level, it allows you to build an open communication environment that
facilitates the creation of commitment, the creation of breakthrough ideas, the creation of
trust, etc.
 At the organizational level, it allows you to align your whole company in order to execute
its strategy, reach its vision, and fulfill its mission.

Following are some of the points which should be taken into consideration for
making the face-to-face communication effective:

 Speaking through eyes

The first thing that a good speaker does is first looks at the audience and takes a pause
before beginning his speech. This helps to create good impression on the audience. While
making the way through speech one must take care that he is not too lengthy. One must
break his lengthy speeches to short and interesting ideas. A link should be maintained
between consecutive statements. This helps to maintain the rhythm of flow of speech and
keep the ears of audience towards him. Throughout the speech speaker should have
maintain eye contact with the audience. Every reaction has equal and opposite reaction.
So if the speaker doesn’t maintain eye contact with the listeners they will feel that they
are being ignored and it is quite likely that they also ignore whatever he is trying to
convey.

 Voice level
One more important thing while communicating is the level of voice that is he must be
clear and audible to audience. A good voice can be strong point for being an effective
speaker, although it’s a natural gift but one can improve by skillful training and practice.
Generally a good speaker knows with what tempo he should speak so that it’s not too
loud or too weak voice while speaking through amplifiers. Proper variation in pitch and
tempo of the voice improves the quality of speech. Accurate pronunciation of words with
due stresses wherever required must be done.

The speed with which the words are thrown must be such that audience can keep pace
with them and are able to understand him. A thing that unknowingly happens with most
of us is that we keep on repeating the words like "I mean"," you see"," etc. This may
distract the audience.

 Audience Awareness
To make our communication successful get the clue about the audience their interests.
Following points should be noted:
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 1) Get the rough idea of the strength of the listeners.
2) Think over the age, sex, background and interest of the listeners.
3) See whether the audience is patient enough to handle you for hours. Check out if they
are friendly or hostile.
4) Choose the approach that suits the audience.
5) Create a feeling such that each individual feels that the speaker is trying to talk with
him and sharing the joy and sorrow of events with him.
6) Let the audience know depth of your knowledge regarding the subject.
7) Show your sincerity and whole heartedness for the subject.
8) To keep the communications healthy do keep cracking jokes in between such that the
jokes should not be appeared to be deliberately told. They should relate to topic.
9) Concentrate on your ideas and do not get distracted by the activities performed by the
audience e.g. smiling, whispering.

 Facial expressions
Face is mirror of an individual’s personality. Facial expressions reveal what thoughts are
running through a persons mind. For e.g. a smile expresses friendliness and affection.
Raised eye-brows show surprise and furrowed forehead conveys fear and anxiety. All the
emotions and various types of human behavior bring different expressions on face. So
while communicating see that the facial expressions reveal your interest for the subject
on which you are communicating.

 Postures
The body movements while speaking must coordinate with your convincing power. They
must be such that they add to the things which are more effectively caught visually than
verbally. For e.g. A head down shows the completion of a statement, raising of head
indicates the end of the question. More frequent body movements reveal a state hurry or
confusion in mind.

 Dress Sense
The clothing plays an important role in presenting ourselves to society. The people who
wear dress suitable to their body structure look attractive. A person’s physical appearance
and dress creates a definite impact on the communication process. A dress should be such
that it is not too modern for the people whom we are interacting yet be able to create a
positive impression on them.

These were the few things which many of us overlook but these small things contribute
for effective communication. Regular follow up of these things will enhance the skill of
communicating.

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  In today’s modern era it may seem silly to see someone creating awareness of
communication. Many of us pay less attention towards this but the fact remains, know
matter what you are if you cannot communicate properly than know one will listen to
you. One must therefore view this as important asset to add to your personality.

The procedure of communication is dynamic concept and not a stationary. It takes

presence of mind and courage to face people with the power to prove what we want to
convey through communication. A communication can be said successful only if we are
able to convince people for whatever we wanted to convey. Depending on the
environment and circumstances the effectiveness of speech changes. It is therefore a
dynamic interaction both affecting and being affected by many variables. It is a basic
social process required for the growth and development of individuals, groups, society
and people.

Every living being on this earth communicates with other living being through many
ways. God has gifted different means of communication for different types of animals.
That is we cannot understand how a mother cow calls its calf. Even the well advanced
scientific technology has failed to understand their language.

DO’S AND DON’TS OF FACE-TO-FACE COMMUNICATION

DO give people honest, direct, and comprehensive information.

DON'T hold back bad news. The people you're working with are intelligent adults. Treat them
that way.

DO put messages into context, so that recipients come away with insights as well as facts. Don't
just tell people "what"; tell them "why, how, and where their job fits into the larger picture", too.

DON'T make communication a one-way street. The more interaction you can build into your
communications, the better. Develop group involvement mechanisms. Invite response. Discuss
and debate, too.

DO communicate first through action, then words. What you do in the hallways is even more
important than what you say in the meeting.

DON'T assume that one communication channel fits all. While email may be the perfect way to
transmit some messages, and the Internet may be ideal for others, many messages require a more
"high touch" approach. Sort through your communications and decide which channel fits which
message. (Hint: the more emotional the message - or the reaction to the message - the more
likely it is that face-to-face will be the best communication strategy.)

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 DO remember that effective communication also includes body language. Finger-pointing,
fist-pounding, and making grandiose gestures are perceived as aggressive. On the other hand,
smiling too much, speaking too softly, looking at the floor, and wringing your hands can make
you seem uncertain and indecisive.

DON'T forget that one of the most important parts of communication is listening. And you must
really listen -- giving people your full attention, asking for clarification about things you don't
understand, and treating people's ideas and concerns as crucial to the organization's success.

DO stay aware that the message sent isn't always the one received. George Bernard Shaw once
said that the problem with communication is "the illusion that it has been accomplished." As
communicators, you must be careful not to suffer that illusion. While managing at the speed of
business today, you can't afford to find that what you thought had been clearly communicated
was, in reality, never understood or believed by employees.

DON'T wait too long to ask for feedback. The greatest advantages come when organizational
feedback is gathered immediately after the delivery of every important message. One manager
uses this short questionnaire to query her audiences before they leave the meeting room:

 What in your view are the most important points we just covered?
 What didn't you understand?
 With what do you disagree?
 What else do you want to know?

DO realize that in the information era, communication becomes a part of everyone's job. And,
like any critical skill, it is one you can improve with training, practice, and coaching.

ADVANTAGES OF FACE-TO-FACE COMMUNICATION

Face-to-face contact showcases business compatibility.

Advantages include:

-no misconstrued meanings between clients. Deals are made in person as opposed to
relying on such other methods as e-mail where translation can be lost;

-adding a personable touch to an otherwise formal business transaction;

-showcasing friendliness and compatibility on a business level; and

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 -many older corporations prefer this type of method.

According to CIO.com, "A global survey shows that 67 percent of senior executives and
managers say their organization would be more productive if their superiors
communicated more often by personal discussion."

DISADVANTAGES OF FACE-TO-FACE COMMUNICATION

Professionalism should be maintained no matter how informal.

Disadvantages include:

-in some cases, nothing is in writing;

-if not personable, this could break a deal;

-there are those corporations that may consider formal materials more credible; and

-being too informal, therefore, risking crossing the business line.

In some instances, more than the included parties should be involved (i.e., secretary,
administrators), therefore, making those not included rely on third-party updates.

CONCLUSION

In today’s modern era it may seem silly to see someone creating awareness of
communication. Many of us pay less attention towards this but the fact remains, know
matter what you are if you cannot communicate properly than know one will listen to
you. One must therefore view this as important asset to add to your personality.

The procedure of communication is dynamic concept and not a stationary. It takes

presence of mind and courage to face people with the power to prove what we want to
convey through communication. A communication can be said successful only if we are
able to convince people for whatever we wanted to convey. Depending on the
environment and circumstances the effectiveness of speech changes. It is therefore a
dynamic interaction both affecting and being affected by many variables. It is a basic
social process required for the growth and development of individuals, groups, society
and people.

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Every living being on this earth communicates with other living being through many
ways. God has gifted different means of communication for different types of animals.
That is we cannot understand how a mother cow calls its calf. Even the well advanced
scientific technology has failed to understand their language.

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 FACE-TO-FACE
COMMUNICATING
SKILLS AND
TECHNIQUES

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INTRODUCTION

Good communication is a basic component of good clinical care, without which even the
technical aspects of medicine cannot be effectively delivered" - Phyllis Butow Medical
Psychology Research Unit University of Sydney.

According to these studies, in spite of all the superior technological advances, if the doctor gives
out bad signals non-verbally or communicates lack of confidence to the patient, all those
treatments and medicines are of no use.Till I heard this, I did not recon that communication
skills are so high even on the high paid doctor's agenda

Gone are the days of the tight lipped upper class Fellow of Royal School of Surgeons. There is
an ever increasing need for them to be more approachable and to be communicative with their
patients. Infact, recognizing the importance of communicative skills, they have made it
mandatory for all doctors to go through a communication skills training now a days.

Importance of Communication Skills in Relationships

Sometimes we take the most important things in life for granted and do not realize its importance
until it is too late. Many of us take our relationships for granted and move on until one fine day
we wake up to realize, we don't have the connection any more.

Sometimes, this can lead to breakups or divorce, or simply just a  uncomfortable relationships.
Suddenly we realize something is wrong in the way things are going.  My Best friend Andrew
just went through a very sad breakup and has not been the same man any more. This sad
experience lead me to realize the most important thing in life is your relationships. 

It may save your relationship. In the coming days, I will add more content on the importance of
communication skills in relationships simply because, at the end of day, if you have no one to
share your happiness with, all the money in the world is worthless

In the coming days, the importance of these sills will only increase due to closing of the gap
between cultures and there will be an even bigger need for people who can interact with different
cultures and survive. but going so far is only possible for those who are willing to take the first
step. if you are wondering what the first step is, check out the what's next section below.

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Why are Communication Skills Important and Necessary for Professionals?

The importance of communication skills cannot be underestimated. Good communication skills

are necessary in all walks of life. The lack of effective communication skills have a negative
impact on the personal as well as professional life of a person.

Good communication skills are a prerequisite for health care providers. Ineffective
communication, rather than incompetence, precludes the doctor from conveying to the patient
that the former has the best interests of the patient in mind. For instance, a doctor may be
knowledgeable and may have considerable expertise in his area of work. However, a patient may
feel neglected or ignored if the doctor is not particularly good at communicating. The
disillusioned patient may also consider getting a second opinion. A simple miscommunication,
especially when a one is ill, makes one feel awful. A good health care provider, who is able to
put patients at ease with a few comforting gestures and words, will definitely be an asset to any
hospital.

A teacher, who is able to communicate well with students, can inspire them to learn and
participate in class. Workplace communication can improve by participating in a facilitated
workshop. A workshop facilitator needs to be able to communicate. Without effective
communication, the goal of workshop facilitation cannot be realized. The facilitator needs to be
able to identity dormant participants and encourage them to come forth with their views without
seeming overly patronizing. All this is impossible unless the facilitator has astounding
communication abilities coupled with a natural empathy towards fellow beings.

Good communication skills are an invaluable asset to a salesperson since he/she is entrusted with
the task of convincing the prospective buyer about the wisdom of investing in a product. This is
done by assessing the needs of the buyer and suggesting a product that would meet the buyer's
requirements. The product may offer a vast array of easy to use features that would definitely
help in improving the quality of life of the user. Who is better to convince the buyer, about the
multitude of features that the product has to offer, than a salesperson with a flair for words!

While the importance of verbal communication cannot be underestimated, one cannot do away or
ignore written communication. A simple billboard, carrying a well written message, manages to
hold our attention at a crossing. Authors have been mesmerizing voracious readers by the power
of their words. The enthralled reader flips through the pages, reading well into the night, without
giving much thought to the mode of communication. The above examples would have clearly
illustrated the importance of communication skills.

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BASIC FACE TO FACE COMMUNICATION SKILL

Follow these basic communication skills to help you communicate more

effectively at work and at home.

1. Body Language

Have you ever had a conversation with someone who couldn't speak your
language? It is possible!

Body language can account for 55% of how we communicate. So if you

have something important or sensitive to say, meet the other person face to
face if possible. You can check their body language, to see how they are
reacting to your message.

You also need to be conscious of your own body language, as Perception is Greater Than
Reality.

You may be slumped in a chair because you are tired after a long day. The other person might
pick that up as a lack of interest in what they have to say.

Eye contact, facial expressions, posture, gestures, dress etc. will have an impact on how your
message is received.

2. Tone of Voice

Your tone of voice accounts for 37% of how you communicate in a typical work environment.
Focus on the following four aspects to improve this important basic communication skill:

Pitch: A lower pitch can sound more authoritative and knowledgeable; many politicians and
people in the public arena actively work to lower their voice pitch.

Volume: If you are naturally quiet spoken, you may benefit from raising the volume. A quiet
voice can be mistaken for a lack of confidence and timidity in certain situations. Similarly, if you
normally speak at a high volume, reducing it may make you sound less aggressive to some
people.

If you find yourself in conversation with someone who is shouting, raise your voice to match
theirs and gradually reduce it - they will follow.

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Inflection: Put emphasis on certain words when you speak, to convey passion, enthusiasm and
add meaning to what you are saying.

Pace: Take care that you pace what you are saying to allow the message to sink in. Avoid racing
through the message or speaking so slowly that the other person loses interest.

3. Words

Although in a complex communication setting, words may only account for 8% of how you get
your message across, you can still make a better impact with the words you use. Here are some
tips:

Speak in metaphors: Connect better with others by helping them to visualise what you are
saying. For example, instead of:

"The task is going to be difficult, but it will be worth it when it's done." say:

"We have a difficult mountain to climb but the view from the top will be great!"

Write using short, simple sentences (less than 20 words)to help understanding. Instead of:

"I would be extremely grateful if you would return the product at your earliest convenience.."
say:

"Can you please return the product as soon as possible?"

Ask questions that are positive and specific: Your brain is like a Google Search Box; the better
the questions, the better the response. So instead of:

"How can we reduce costs?" say:

What steps can we take to make even greater cost savings?"

4. Empathy

So what is empathy? This is a basic communication skill which involves putting yourself in
another person's shoes. You recognise the feelings and the situation that the other person finds
themselves in. It doesn't mean that you agree with them, it means that you understand where
they are coming from.

Empathy involves being trustworthy, confidential and non-judgemental. You can develop
empathy with someone if you share common values and experiences.

23
It is not sympathy, where you may end up supporting a negative frame of mind and making the
situation worse. It is also not apathy, where you show no interest in the situation or the feelings
of the other person.

5. Active Listening

This involves reflecting back the feelings and the situation that
you believe the other person is experiencing, to check that you
have understood them correctly.

It is closely linked to empathy (above). It is a basic

communication skill that can be developed with practice, and is
very useful in an emotionally charged situation.

It allows the other person to vent, and as you are not adding your point of view at this stage, you
avoid the danger of "saying the wrong thing" and making the other person even more upset.

Body language accounts for more than half of what other people respond to and make
assumptions about when they connecting with you. And more often than not, you're not
consciously thinking about it. By becoming conscious, you're 50 ahead of the game."3

Communication skills in Medical profession:

  If you type "Importance of communication skills" as a search term in Google, it will come up
with numerous references to doctors and importance of them being trained in communication
skills. It did not make any sense to me. It took some time to understand the whole issue of
importance of communication skills in doctor's profession.

Let's see if I can help you understand this better. Here is a quote from one of the studies by a
medical professional:

"Doctors, too, appear to benefit from communicating well. There is evidence that doctors
who are anxious and lack confidence in responding to patients' emotional needs are those
who are at most risk of 'burnout." - Ramirez AJ, Graham J, Richards MA et al. Mental health
of hospital consultants Lancet 1996; 347: 724-728.
 

Importance of Communication skills in Industry:

A friend of mine did a study on job applications on Monster, an internet site for job seekers.
Guess what the single most repeated phrase in the Qualification Requirement was?
'Candidates with good communication skills'

24
He told me that almost no exception was made in any job category about the need for good
communication skills, in any industry. The most surprising aspect is that none of us are taught
any kind of communication skills anytime in school or college. To add to this, it is marked
always on a subjective scale. In effect, the importance of communication skills has spread
through the society not as an overt requirement, but a covert necessity.

This is what a North Carolina state university sponsored study had to say about the importance of
communication skills in work place:
"Communication skills were considered more important than either technical
knowledge...or computer skills."

 We have mass communication and a few allied fields as a major in college. Most of these
studies are in the specialized level and only for those who want to build a profession either in
talking; writing or such things. It is high time everyone is given at least the basic training so that
each one of us can understand the implication and importance of communication skills.
 

 Communication skills in School:

School is a place of learning. Sadly we often do not get chance to learn about the things that
really matter to us there. Most of us learn all our morals and other primary skills in school. This
one, some how is missed out.

Importance of communication skills has been heavily discounted in any kind of formal education
that we undergo. It is the same with the other two very important things in life, money and sex.
We are always shunned from talking about it as if it were some kind of sin. But everyone is
doing everything to attain either of them. Thank god. the scene with communication skills is not
so bad; nevertheless it is high time we all realize this. Another thing closely related to this topic
is the issue of confidence. Some people are very clear on what they want to say but get into
anxiety or panic attacks due to self esteem issues.

GOOD COMMUNICATION SKILLS

These days, a lot of importance is given in schools and colleges on developing good
communication skills. But, ever wondered why is it imperative for all people to communicate
well? The simple answer is to create a good impression about yourself as people who speak well
are considered to be reliable. These skills are essential for people of all types - children, college

25
students, salaried professionals, or self employed people. Given in the next paragraph is the
importance of good communication skills.

COMMUNICATION SKILLS TRAINING

Mis-communication is normal
Something we are fond of quoting here at Impact Factory. It's obvious as soon as you think about
it that all communication is subject to a certain amount of misunderstanding. <BR<
What we do here is help people reduce the chances of misunderstanding to a minimum.

Our Communication Skills Training (Basic and Advanced) can be tailored as an in-house
management programme to address specific issues within your company.

(Click here to send individuals on our Open One Day Communication Skills Course our Open
Two Communication Skills Course or our Open Five Day Communicate With Impact
Course)

COMMUNICATION SKILLS TRAINING

OBJECTIVES

* Raising Awareness
* Understanding Communication Dynamics
* Working with Body Language
* Dealing with Assumptions
* Working with Differing Points of View
* Understanding Patterns, Habits and Beliefs
* Developing Listening and Responding Skills
* Developing Individual Strengths and Qualities
* Understanding Active vs Passive Choosing
* Using Positive Reinforcement
* Conflict Management
* Being More In Charge
* Gaining Confidence

Communication Skills

All Businesses talk about needing better communication skills, but often don't know exactly
what that means or they don't know how to go about making it happen.

And without doubt, unless you are a company of one, at some point or another, communication
will go awry through no one's fault or intention - it's just the way it happens.

26
You might have pockets of 'them and us': marketing vs finance, IT vs admin, HR vs operations,
consultants vs full time staff. You might have cross-functional or virtual teams whose ability to
communicate efficiently is vital.

If your business has groups of people who simply have to communicate more effectively then
giving them communication training may be just what you need.

Good Communication Takes Real Skill

Communication skills have to be developed,

honed and added to on an on-going basis.
They are at the heart of interpersonal skills
and the greater your awareness of how it all
works, the more effective your
communication will be.

Most people in business think they

communicate pretty well, and in our
experience that's generally true.

However, even the best communicators can

have their communication skills undermined when they get wrong-footed, face potential
humiliation, feel misunderstood or get really surprised by someone else's behaviour.

That's when it all seems to fall apart and people regress to all kinds of inappropriate and
unhelpful behaviour.
.

WAYS OF DEVELOPING GOOD COMMUNICATION SKILLS

Developing good communication skills is possible only after you get a command over the
language. As we all know, learning how to speak a language fluently is not an overnight job. It
requires consistent practice for several months or even years. By joining a spoken English
coaching class, learn how to pronounce different words correctly. Buy some books from the
market which will give you necessary instructions on how to improve your speaking skills. Good
communication skills not only mean speaking fluently, but also speaking the right things. So,
increasing the depth of your knowledge on different subjects is essential. Try to gain as much
knowledge as possible so that you do not make factual mistakes while communicating with
people. Joining a personality development workshop can indeed boost your confidence and
public speaking abilities which are equally important as the ability to communicate well.

27
Conversation starters can help you understand how to initiate a conversation.

Though good communication skills in the oral form are vital, we cannot neglect the importance
of good written communication. Content written in an attractive and easy to understand manner
can surely grab the attention of readers and help them know the exact meaning easily.

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TELEPNONIC
CONVERSATION

29
MEANING OF TELEPHONIC CONVERSATION

Telephone communication involves a combination of effective speaking and

listening skills. You must be able to speak clearly and use the correct tone of voice; you must
also know when to be quiet and listen. Your behavior on the telephone can determine a degree of
success in life, whether it is as a business person, an employee for someone else or as a person
seeking to improve his personal relationships.

HOW TO START A CONVERSATION ON PHONE

Starting a conversation can be difficult no matter the setting, but starting a phone conversation
can be even more challenging. Here are some instructions which will help us to start in a phone
conversation.

 Sense of humor
 Ability to be serious
 Imagination

 Starting a phone conversation can be very tricky especially when you don't know the other
person. In these tips I will assume that you either don't know the person at all or you don't
know them very well and are trying to get to know them.

 The first thing you should realize is that you need to be pleasant on the phone. Why should
you be so pleasant in your demeanor? Because when you are that way it generally makes the
other person feel at ease and it may even rub off on them.

 There are some major no-no's in beginning a phone conversation with someone you don't
know well. Always avoid talking about controversial subjects such as politics and religion.
These may well be topics you need to talk about in the future, but save them for a later day!

 A very important step in starting a phone conversation is having a little bit of a background
about the person you are speaking with. For example, if you know the person you are
speaking with is a stockbroker you can make some small talk about the stock market. Small
talk about something they are interested in is a good way to get the other person to open up.

30
 Stay positive and don't be a complainer. No one likes to listen to someone just moan and go
on about their past or present problems constantly, especially in an initial conversation. If
you have an ex-girlfriend who was terrible to you then that's fine, but don't bring it up.

 Always be respectful of the other person and their schedule. If the first time you call isn't a
good time to talk simply ask when would be a good time to call back or have them call you.

TELEPHONIC CONVRSATION IN BUSINESS

Business people use telephones to get work done, even when they aren't in the office.
According to a June 2006 article in All Business, the business world relies on effective
communication tools, including telephones, to get the job done. Telephone communication lets
employees take care of business from their offices, homes or on the go.

 Function

Telephones are used in business to facilitate efficient communication. Business

people can discuss matters, participate in conference calls and conduct transactions over the
phone. With telephones, people always have a way of getting in touch with one another.

 Features

Telephones come equipped with multiple features, such as the ability to check
voice messages, send and receive text messages and participate in three-way calls. Smar
tphones allow people to connect to the Internet, check e-mails and attend meetings through
videoconferencing applications.

 Types

There are many types of telephones that can be used for business. Desk phones,
cellular phones and Smart phones are common options that employers can choose from.

 Benefits

With telephones, business people can always stay connected to their employers,
employees, clients and vendors. Telephones provide effective communication methods so
that work can get done any place, any time.

31
  Considerations

When determining which type of telephone is best for you or your employees consider
the various functions that the phones perform. Their functionality will help narrow down your
selection.

TELEPHONIC GUIDELINES

Telephonic conversation is a beneficial quality in making friends and moving forward in

business as well as dating situations. Knowing the right way to participate in telephone
conversations can build lasting impressions with acquaintances and potential partners.

 DATING:

Exchanging numbers with a potential dating partner is customary in beginning a casual

relationship, but when you are uncomfortable with giving your phone number to someone,
do not lead them on. Giving a fake number is disrespectful to the person who is asking for
it. Initiating the first call is more acceptable when you are the one who requests the phone
number, but in these modern times, expectations are relaxed. Waiting up to two days to call
someone allows more time for anticipation, but waiting beyond three days can be
considered rude. Calling after a first date is usually reserved for the man but women can
initiate the phone call a day or two after the date.

 BUSINESS:

Remember that in business, a telephone conversation bears as much weight on

impressions as talking face to face. Practice enunciating before making any business-related
phone call, and exercise your voice to assure you can speak clearly and audibly. Introduce
yourself in your greeting when initiating a business call by saying something like, "Hi, this
is Jane Doe with (company name here), with whom am I speaking?" Answering a business
call requires the same kind of tact and a simple "hello," is not considered professional.
Greet your caller with the same type of opening as you would use if you were to call a
business associate.

 GENERAL PHONE CONVERSATION:

Make telephone calls only during appropriate times. Disturbing a friend or business
partner's sleep, dinner or time with family can send them negative impressions about your
character. Wait until the other person has said goodbye, before you disconnect the phone
call. Hanging up on people is rude, especially if you are talking to an associate or potential
dating partner.

32
 TIPS FOR A GOOD TELEPHONIC CONVERSATION

 SPEAK SLOWLY AND CLEARLY:

It is a lot easier to decipher what a person is saying when you are speaking face-to
-face because you can also read his lips. However, the person on the other end of the
telephone line cannot see your face, so it is imperative that you speak slowly and clearly.
Rushing through a conversation is the best way to be misunderstood or asked to repeat
yourself over and over again.

 DO NOT TALK WITH YOUR FULL MOUTH:

While speaking to someone on the phone, do not eat food or chew gum. The sound
of gum smacking or food crunching is louder over the phone and will make it harder for the
person listening to understand you. In addition, making those noises demonstrates improper
etiquette. If you are on the phone and you're hungry, let the person with whom you are
speaking know that you need to fix yourself a snack, but will call them back when you are
finished eating.

 SPEAK UP IF YOU DID NOT UNDERSTAND:

At times, it is hard to understand the person speaking on the other end of the line.
When this happens, politely ask the individual to repeat himself. If you still cannot
understand what the person is saying, be honest and let him know you are having a hard
time understanding him. This may prompt him to speak slowly and more clearly. If an
individual is stating his or another person's name and you cannot quite understand him, ask
that person to spell the name out for you. It is better to let a person know you cannot
understand than lead them into thinking you did.

 CELL PHONE USE:

When you are in your own home, use your cell phone as you would your home
phone. However, when you are in public and are using your cell phone, keep in mind there are
others around you who are not a part of your conversation (nor do they want to be included). Do
not speak loudly while using your cell phone, and save personal topics of conversation for when
you are in a private location, according to ComputerWorld, a technology information website

33
 ADDRESS CALLER BY NAME:

Always address the other party on the line by his name. As business consultant
Mia Schiffman Melanson points out, this makes the individual feel that you think he is
important. What name to address the party by depends on how he introduces himself to you
over the phone. For example, if the individual introduces himself as Pastor Corey Williams,
call him Pastor Williams over the phone. If he introduces himself as Corey, that is the name
you should use.

 AVOID NEGATIVE TONE/ LANGUAGE:

As Melanson points out, it is not only essential that you avoid negative words
or phrases such as "I can't, "I won't" or "you're wrong," it also behooves you to avoid
implying that you won't or that the other party is wrong by the tone of your voice.
Remember, a person on the other end of a phone line can't see you. All he has to go by is
your tone of voice. Use a soft tone of voice; allow the other individual to hear a smile.
Project the demeanor of a person who is eager to seek a solution to a problem.

 TAKE ACCURATE MESSAGES:

According to the Kelly Services website, when taking messages for other people,
accuracy is always important. Take the name, telephone number, the time of the call, and
what they wanted. Also ask questions such as, "What is the best way to get in touch with
you?" and "What is the best time to call?" Ask only the important questions; avoid making
the caller feel uncomfortable by asking questions that may be too personal.

 BE READY TO LISTEN:

Pay attention to what the other party is saying. Do not interrupt. As Melanson says, do not
try to finish the other individual's sentences for them. Keeping quiet and letting the person
express himself in his own words makes that person feel more comfortable telling you what
his perception of the problem is, rather than causing him to feel that only your perception of
his problem is important. Let the other party speak at his own pace. According to the Kelly
Services website, it's best to refrain from rushing him, or pressuring him to finish in a
certain amount of time.

 PRACTISE WITH A FRIEND:

Ask another student to practise talking on the phone with you. You might choose one
night a week and take turns phoning each other at a certain time. Try to talk for at least
fifteen minutes. You can talk socially, or role play different scenarios in a business
environment. If you don't have access to a telephone, you can practise by setting two

34
 chairs up back to back. The most important thing about practising telephone English is
that you aren't able to see each other's mouths. It is amazing how much people lip-read
without realizing.

 USE BUSINESSES AND RECORDINGS:

There are many ways to get free telephone English practice. After business hours, you can
call and listen to recorded messages. Write down what you hear the first time, and then
call back and check if your notes are accurate. Use the phone in your everyday life. Call
for a pizza delivery instead of going out to eat. Call a salon to book a hair appointment.
You can even phone the movie theatre to ask for the listings instead of using the
newspaper. Some large cities have free recordings you can call for information such as
your daily horoscope or the weather. (Make sure that you aren't going to get charged for
these numbers first.) Some products have free phone numbers on the packaging that you
can call for information. Think of a question you might want to ask and call the free
number! For example, call the number on the back of the cereal box and ask for coupons.
You will have to give your name and address. Make sure you have a pen handy so that
you can repeat the information and check your comprehension.

 LEARN TELEPHONE MANNERS:

The way that you speak to your best friend on the phone is very different to the way you
should speak to someone in a business setting. Many ESL speakers make the mistake of
being too direct on the telephone. It is possible that the person on the other line will think
that you are being rude on purpose if you don't use formal language in certain situations.
Sometimes just one word such as "could" or "may" is necessary in order to sound polite.
You should use the same modals you would use in a formal "face-to-face" situation. Take
the time to learn how to answer the phone and say goodbye in a polite manner, as well as
all the various ways one can start and end a conversation casually.

 PRACTISE DATES AND NUMBERS:

It only takes a short time to memorize English Phonetic Spelling, but it is something that
you will be able to use in any country. You should also practise saying dates and numbers
aloud. You and a friend can write out a list of dates and numbers and take turns reading
them over the phone to each other. Record what you hear. Swap papers the next day and
check your answers. Click here to learn more about numbers.

35
ROLE PLAY

36
MEANING OF ROLE PLAY

Role-playing refers to the changing of one's behavior to assume a role,

either unconsciously to fill a social role, or consciously to act out an adopted role. Role play is
clearly understood in the field of Social science, training, entertainment. A brief note in each of
these field is as under:

 SOCIAL SCIENCE

In social science, role-playing is historically a reference to Drama Therapy, which

was originally created as a methodology for studying role theory by the social sciences. The
study of role-playing was modeled after theater and includes many counterparts. To role play one
enacts various motives, attitudes, and postures.

The protagonists are the participants who improvise their actions within a situation
normally simulated about them. They hold the usage of all special traits, abilities, and possible
inventory at their disposal to see how they react in certain environments. The audience is any
onlooker who may provide feedback. The stage is wherever the practice is performed or perhaps
fictionally set. The director is the expert who guides the exercise.

 TRAINING

Role-playing may also refer to role training where persons rehearse situations in
preparation for a future performance and to improve their abilities within a role. One of the first
uses of computers was to simulate reality around its participants in order to role play the flying
of aircraft.

Examples: occupational training role plays, educational role plays, military war games.

As early as the 1940s, flight simulators used computers to solve the equations of flight
and train future pilots. After World War II the army began full time role-playing simulations
with soldiers using computers both within full scale training exercises and for training in
numerous specific tasks under wartime conditions.

Examples: weapon firing, vehicle simulators, control station mock ups

 ENTERTAINMENT

Historical re-enactment has been practiced by adults for millennia. The ancient Romans,
Han Chinese, and medieval Europeans all enjoyed occasionally organizing events in which
everyone pretended to be from an earlier age, and entertainment appears to have been the

37
primary purpose of these activities. Within the 20th century historical reenactment has often been
pursued as a hobby.

Modern improvisational theatre began in the classroom with the "theatre games". Viola Spolin,
who was one of the founder the famous comedy troupe, insisted that her exercises were games,
and that they involved role-playing as early as 1946. She accurately judged role playing in the
theatre as rehearsal and actor training, or the playing of the role of actor versus theatre roles, but
many now use her games for fun and entertainment in their own right.

DEFINITION OF ROLE PLAY

The Oxford English Dictionary defines role-playing as “the changing of one's

behavior to fulfill a social role” the term is used more loosely in three senses:

 To refer to the playing of roles generally such as in a theater, or educational setting.

 To refer to a wide range of games including computer role-playing games, play-by-

mail games and more.

ROLE PLAYING GAMES

A role-playing game is a game in which the participants assume the roles of characters
and collaboratively create stories. Participants determine the actions of their characters based on
their characterization, and the actions succeed or fail according to a formal system of rules and
guidelines. Within the rules, they may improvise freely; their choices shape the direction and
outcome of the games.

 Role-playing can also be done online in the form of group story creation, involving
anywhere from two to several hundred people, utilizing public forums, private
message-boards, mailing lists, chat-rooms, and instant-messaging chat clients (e.g.
MSN, Yahoo!, ICQ) to build worlds and characters that may last a few hours, or
several years.

 Message boards such as ProBoards and InvisionFree are popularly used for role-
playing. For some, romance and sex. they are key elements to publicly-viewable role
plays, with the majority of such play taking place in chat-rooms or so-called "1x1"
(one-on-ones) and very small groups, with other elements taking a back-seat in terms
of importance.

38
  Typically, for medium and large groups of role players, and large role plays, the
reverse is true, with romantic sub-plots taking a back-seat to story and setting
development and action scenes, yet when it does occur, it is often (and in some cases
expected to be) of a far less blatant nature.

 Sexual role-playing is form of role-playing in which partners take parts in a drama

with a strong sexual theme. These might include a teacher and pupil scenario, or an
employer and maid, boss and secretary, besides other scenarios.

The above mentioned example is generally better accepted in an online environment than role-
playing a character that involves sexual-related content in public or in above mentioned adult-
themed role-playing games.

ROLE PLAYING TECHNIQUES

Often people cannot easily understand the impact of the nonverbal communications
involved in a situation unless it is replayed and pointed out. For this, the role playing technique
called "the mirror" is often effective.
An individual's behavior is simply portrayed by another group member. The director
asks others in the group if the portrayal was accurate, and if not, the behavior is replayed again
until some consensus is gained regarding its closeness to the original behavior. The person who
displayed the behavior to begin with, the one getting the feedback, is thus able to see how s/he
had been behaving.

The most powerful technique, though, is that of exaggeration. Whatever slight element
is being expressed, to bring attention to it, have the protagonist exaggerate the movement or
voice element. This exaggeration can be repeated at an even greater magnification, and then
exaggerated yet another degree greater. In these more expressive movements or amplified states,
the underlying affect and possibly the hidden assumption or attitude tends to come more sharply
into awareness.

A related technique is that of variation– doing it either in the opposite way or in

another way. The resulting contrasts may again bring a behavior's hidden meaning into sharper
awareness.

CONCLUSION

There are different genres one can choose while role playing, including, but not limited
to, fantasy, modern, medieval, steam punk, historical, etc. Books, movies or games can be, and
often are, used as a basis for role plays (which in such cases may be deemed "collaborative fan-
fiction"), with players either assuming the roles of established canon characters or using those
the players themselves create ("Original Characters") to replace - or exist along side - characters

39
from the book, movie or game, playing through well-trodden plots as alternative characters, or
expanding upon the setting and story outside of its established canon.

BODY
LANGUAGE

MEANING OF BODY LANGUAGE

40
 Body language is a form of non-verbal communication, which consists of body
posture, gestures, facial expressions, and eye movements. Humans send and interpret such
signals subconsciously.

Borg attests that human communication consists of 93 percent body language and paralinguistic
cues, while only 7% of communication consists of words themselves; however, Albert
Mehrabian, the researcher whose 1960s work is the source of these statistics, has stated that this
is a misunderstanding of the findings (see Misinterpretation of Mehrabian's rule). Others assert
that "Research has suggested that between 60 and 70 percent of all meaning is derived from
nonverbal behavior."

Body language may provide clues as to the attitude or state of mind of a person. For example, it
may indicate aggression, attentiveness, boredom, relaxed state, pleasure, amusement, and
intoxication, among many other cues.
"Body language accounts for more than half of what other people respond to and make
assumptions about when they connecting with you. And more often than not, you're not
consciously thinking about it. By becoming conscious, you're 50 ahead of the game.”

UNDERSTANDING BODY LANGUAGE

The technique of "reading" people is used frequently. For example, the idea of mirroring body
language to put people at ease is commonly used in interviews. Mirroring the body language of
someone else indicates that they are understood.

Body language signals may have a goal other than communication. Both people would keep this
in mind. Observers limit the weight they place on non-verbal cues. Signalers clarify their signals
to indicate the biological origin of their actions. Examples would include yawning, showing lack
of interest, attempts to change the topic.

PHYSICAL EXPRESSIONS:

Physical expressions like waving, pointing, touching and slouching are all forms of nonverbal
communication. The study of body movement and expression is known as kinesics. Humans
move their bodies when communicating because, as research has shown, it helps "ease the
mental effort when communication is difficult." Physical expressions reveal many things about
the person using them. For example, gestures can emphasize a point or relay a message, posture
can reveal boredom or great interest, and touch can convey encouragement or caution.

 One of the most basic and powerful body-language signals is when a person
crosses his or her arms across the chest.This can indicate that a person is
putting up an unconscious barrier between themselves and others. It can also

41
 indicate that the person's arms are cold, which would be clarified by rubbing the
arms or huddling. When the overall situation is amicable, it can mean that a
person is thinking deeply about what is being discussed. But in a serious or
confrontational situation, it can mean that a person is expressing opposition. This
is especially so if the person is leaning away from the speaker. A harsh or blank
facial expression often indicates outright hostility.
 Consistent eye contact can indicate that a person is thinking positively of what the
speaker is saying. It can also mean that the other person doesn't trust the speaker
enough to "take his eyes off" the speaker. Lack of eye contact can indicate
negativity. On the other hand, individuals with anxiety disorders are often unable
to make eye contact without discomfort. Eye contact can also be a secondary and
misleading gesture because cultural norms about it vary widely. If a person is
looking at you, but is making the arms-across-chest signal, the eye contact could
be indicative that something is bothering the person, and that he wants to talk
about it. Or if while making direct eye contact, a person is fiddling with
something, even while directly looking at you, it could indicate the attention is
elsewhere. Also, there are three standard areas that a person will look which
represent different states of being. If the person looks from one eye to the other
then to the forehead, it is a sign that they are taking an authoritative position. If
they move from one eye to the other then to the nose, that signals that they are
engaging in what they consider to be a "level conversation" with neither party
holding superiority. The last case is from one eye to the other and then down to
the lips. This is a strong indication of romantic feelings.
 Disbelief is often indicated by averted gaze, or by touching the ear or scratching
the chin. When a person is not being convinced by what someone is saying, the
attention invariably wanders, and the eyes will stare away for an extended period.
 Boredom is indicated by the head tilting to one side, or by the eyes looking
straight at the speaker but becoming slightly unfocused. A head tilt may also
indicate a sore neck or Amblyopia, and unfocused eyes may indicate ocular
problems in the listener.
 Interest can be indicated through posture or extended eye contact, such as
standing and listening properly.
 Deceit or the act of withholding information can sometimes be indicated by
touching the face during conversation. Excessive blinking is a well-known
indicator of someone who is lying. Recently, evidence has surfaced that the
absence of blinking can also represent lying as a more reliable factor than
excessive blinking.

Some people use and understand body language differently, or not at all. Interpreting their
gestures and facial expressions (or lack thereof) in the context of normal body language usually
leads to misunderstandings and misinterpretations (especially if body language is given priority

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over spoken language). It should also be stated that people from different cultures can interpret
body language in different ways.

UNINTENTIONAL GESTURES

Recently, there has been huge interest in studying human behavioral clues that could be useful
for developing an interactive and adaptive human-machine system. Unintentional human
gestures such as making an eye rub, a chin rest, a lip touch, a nose itch, a head scratch, an ear
scratch, crossing arms, and a finger lock have been found conveying some useful information in
specific context. Some researchers have tried to extract such gestures in a specific context of
educational applications.In poker games, such gestures are referred to as "tells" and are useful to
players for detecting deception or behavioral patterns in an opponent.

WHY IT IS CRITICAL TO KNOW WHAT THE BODY IS SAYING?

What people say could often be very different from what they're thinking or feeling. It's very
easy to say something untrue or insincere, so we can never rely on words alone.

Fortunately, there's a proven way to accurately decode people's thoughts, emotions or mood -
and that's by reading their body language. People may lie, but their body silently and
unconsciously speaks the truth.

Having the right knowledge in body language allows you to uncover what your friends, co-
workers, spouse, customers or anyone else, may be hiding from you. You might even understand
other people's thoughts or feelings better than they do!

Let's face it. Even if you trust someone with your life, you'll never have peace of mind unless
you know exactly what they're feeling or thinking inside.

The most effective way to uncover hidden desires, thoughts, or emotions is by reading and
interpreting body language correctly.

And guess what?

Your own body language signals can also influence what other people may think or feel about
you. If you do it right, you will be liked and trusted. But if you send the wrong signals (even if
you're unaware of it) - your business, career, relationships, and even self-esteem may suffer.

For example, if you have a habit of touching your nose, people could perceive that as a sign of
deception. You might simply have that habit even if you're telling the truth, but people can't tell
the difference. They are unconsciously interpreting your gesture as untrustworthy and judging
you based on your actions.

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Why go through the trouble of being misinterpreted when you can avoid it? Understanding the
meaning and uses of specific body gestures will allow you to change your approach and act only
in ways that will result in maximum compliance.

Just imagine how much sales you're losing if your body language communicates mistrust or
offends your clients... without you being aware of it! But if you know how to use body language,
you will be able to avoid sales pitfalls and convey body signals that make your customers say
"yes!"

Body language is not only applicable in sales or business. You could also miss out on that
important date or job opportunity... only because your body language is unconsciously sending
negative signals. You don't want that to happen, right?

That's why if you want to skyrocket your sales... if you want to have a successful business or
career... if you want to be successful in dating, your social life or relationships... as long as you
communicate and interact with people regularly, then learning body language is a key component
of your daily activities.

By the way, I understand that sometimes you might be feeling down. But that doesn't mean other
people should know, especially if your present mood could ruin a lifelong career or relationship.
By knowing and using the right body language, you could purposely act in ways that will be
appropriate to the circumstances.

THE POWER OF BODY LANGUAGE

body language, is a vital form of communication. When we interact with others, we continuously
give and receive countless wordless signals. All of our nonverbal behaviors—the gestures we
make, the way we sit, how fast or how loud we talk, how close we stand, how much eye contact
we make—send strong messages.

The way you listen, look, move, and react tell the other person whether or not you care and how
well you’re listening. The nonverbal signals you send either produce a sense of interest, trust,
and desire for connection—or they generate disinterest, distrust, and confusion.

TYPES OF BODY LANGUAGE

There are many different types of nonverbal communication. Together, the following nonverbal
signals and cues communicate your interest and investment in others.

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  FACIAL EXPRESSIONS

The human face is extremely expressive, able to express countless emotions without saying a
word. And unlike some forms of nonverbal communication, facial expressions are universal. The
facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across
cultures.

 BODY MOVEMENTS AND POSTURES:

Consider how your perceptions of people are affected by the way they sit, walk, stand up, or hold
their head. The way you move and carry yourself communicates a wealth of information to the
world. This type of nonverbal communication includes your posture, bearing, stance, and subtle
movements.

 GESTURES

Gestures are woven into the fabric of our daily lives. We wave, point, beckon, and use our hands
when we’re arguing or speaking animatedly—expressing ourselves with gestures often without
thinking. However, the meaning of gestures can be very different across cultures and regions, so
it’s important to be careful to avoid misinterpretation.

 EYE CONTACT

Since the visual sense is dominant for most people, eye contact is an especially important type of
nonverbal communication. The way you look at someone can communicate many things,
including interest, affection, hostility, or attraction. Eye contact is also important in maintaining
the flow of conversation and for gauging the other person’s response.

 TOUCH

We communicate a great deal through touch. Think about the messages given by the following: a
firm handshake, a timid tap on the shoulder, a warm bear hug, a reassuring pat on the back, a
patronizing pat on the head, or a controlling grip on your arm.

 SPACE

Have you ever felt uncomfortable during a conversation because the other person was standing
too close and invading your space? We all have a need for physical space, although that need
differs depending on the culture, the situation, and the closeness of the relationship. You can use
physical space to communicate many different nonverbal messages, including signals of
intimacy, aggression, dominance, or affection.

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  VOICE

We communicate with our voices, even when we are not using words. Nonverbal speech sounds
such as tone, pitch, volume, inflection, rhythm, and rate are important communication elements.
When we speak, other people “read” our voices in addition to listening to our words. These
nonverbal speech sounds provide subtle but powerful clues into our true feelings and what we
really mean. Think about how tone of voice, for example, can indicate sarcasm, anger, affection,
or confidence.

NON –VERBAL COMMUNICATION AND BODY LANGUAGE IN RELATIONSHIP

a huge impact on the quality of our relationships. Nonverbal communication skills improve
relationships by helping you:

 Accurately read other people, including the emotions they’re feeling and the unspoken
messages they’re sending. It takes more than words to create fulfilling, strong
relationships. Nonverbal communication has
 Create trust and transparency in relationships by sending nonverbal signals that match up
with your words.
 Respond with nonverbal cues that show others that you understand, notice, and care.

Unfortunately, many people send confusing or negative nonverbal signals without even knowing
it. When this happens, both connection and trust are lost in our relationships.

BODY LANGUAGE CUES CAN PLAY FIVE ROLES

 Repetition: they can repeat the message the person is making verbally
 Contradiction: they can contradict a message the individual is trying to convey
 Substitution: they can substitute for a verbal message. For example, a person's
eyes can often convey a far more vivid message than words and often do
 Complementing: they may add to or complement a verbal message. A boss who
pats a person on the back in addition to giving praise can increase the impact of
the message
 Accenting: they may accent or underline a verbal message. Pounding the table,
for example, can underline a message.

BODY LANGUAGE : COMMON MISTAKES

 You’re not subtle. Be objective about your own observations to make sure you
aren’t offending others by broadly mimicking their speech or behavior.
Remember, most people instinctively send and interpret nonverbal signals all the
time, so don’t assume you’re the only one who’s aware of nonverbal

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 undercurrents. Finally, stay true to yourself. Be aware of your own natural style,
and don’t adopt behavior that is incompatible with it.
 You bluff. Thinking you can bluff by deliberately altering your body language
can do more harm than good. Unless you’re a proficient actor, it will be hard to
overcome your body’s inability to lie. There will always be mixed messages,
signs that your channels of communication are not congruent. It’s a prime
example of leakage, and something others will detect, one way or another.

 You rush to accuse based on body language alone. Incorrect accusations based
on erroneous observations can be embarrassing and damaging and take a long
time to overcome. Always verify your interpretation with another
communications channel before rushing in. You could say something like, “I get
the feeling you’re uncomfortable with this course of action. Would you like to add
something to the discussion?” This should draw out the real message and force
the individual to come clean or to adjust his or her body language

OTHER MISTAKES

Studies indicate you have realistically closer to 4 seconds to make a good first impression on
those you come in contact with. And this is used as a yardstick for all future communication by
those whom you meet.

In the first four seconds, people will make judgments about you and tell themselves:

 I will (or will not) buy from this person.

 I will (or will not) like this person.
 I find this person kind (or not).
 I find this person intelligent (or not).

You can't make a good first impression through your words alone. In fact, nonverbal
communication is between 60 to 75% of the impact of a communication. But despite being the
most important aspect, body language is also the most misunderstood and misinterpreted.

Every action - or even the smallest micro-action - communicates subconsciously to others, so

people could like (or not like) you through your gestures... without even knowing exactly why.

You could be making the most wonderful compliments or praise to people, but it's difficult to
gain their trust or approval if your words contradict with your body language.

TIPS FOR SUCCESSFUL NON- VERBAL COMMUNICATION

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  Take a time out if you’re feeling overwhelmed by stress. Stress compromises
your ability to communicate. When you’re stressed out, you’re more likely to
misread other people, send off confusing or off-putting nonverbal signals, and
lapse into unhealthy knee-jerk patterns of behavior. Take a moment to calm down
before you jump back into the conversation. Once you’ve regained your
emotional equilibrium, you’ll be better equipped to deal with the situation in a
positive way.
 Pay attention to inconsistencies. Nonverbal communication should reinforce
what is being said. If you get the feeling that someone isn’t being honest or that
something is “off,” you may be picking up on a mismatch between verbal and
nonverbal cues. Is the person is saying one thing, and their body language
something else? For example, are they telling you “yes” while shaking their head
no?
 Look at nonverbal communication signals as a group. Don’t read too much
into a single gesture or nonverbal cue. Consider all of the nonverbal signals you
are sending and receiving, from eye contact to tone of voice and body language.
Are your nonverbal cues consistent—or inconsistent—with what you are trying to
communicate?

IMPROVING YOUR NON- VERBAL COMMUNICATION SKILLS

Before you can improve your nonverbal communication skills, you need to figure out what
you’re doing right and where there is room for improvement. The most effective method is to
observe yourself in action:

 Video camera – Videotape a conversation between you and a partner. Set the
camera to record both of you at the same time, so you can observe the nonverbal
back-and-forth. When you watch the recording, focus on any discrepancies
between your verbal and nonverbal communication.
 Digital camera – Ask someone to take a series of photos of you while you’re
talking to someone else. As you look through the photos, focus on you and the
other person’s body language, facial expressions, and gestures.
 Audio recorder – Record a conversation between you and a friend or family
member. As you listen to the recording afterwards, concentrate on the way things
are said, rather than the words. Pay attention to tone, timing, pace, and other
sounds.

HOW CAN BODY LANGUAGE GREATLY ENHANCE YOUR LIFE?

Having the ability to decode body language can have astonishing effects in almost every aspect
of your life. By reading body language and using the right gestures, you'll be able to:

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 Save a lot of time by dealing only with the people you like or trust. By reading body
language, you'll quickly know the mood or personality of anyone... before they even say
anything!

 Become a human lie detector. Almost anyone tells lies at one point or another, so it's
crucial for you to detect deception. Even people very close to us like our spouse, friends,
or kids can sometimes lie... whether it's a white lie or something that could hurt us. If you
never wanted to be cheated or tricked again, then reading body language is the key.

 Find and date with someone who has the qualities you like. Know beforehand if your date
is attracted to you or likes you, and then use the right body language and attraction
techniques to impress and captivate them!

 Boost your career and relationships. Now you can make your boss, co-employees, and
even strangers to like you through subtle body movements. You'll be astonished at how
easy it is to get a raise or promotion if you know the art of reading and using body
language.

 Multiply your sales and sell to prospects who have the highest chances of buying from
you. Detect in advance if you can negotiate a better price on a deal, and raise your
chances of winning negotiations.

 Boost your self-confidence and be in control of any situation whenever you're interacting
with people. Connect with total strangers and get people to cooperate with you... in no
time flat!

 Make a dazzling first impression, and instantly get liked or trusted on your first meeting.

 Be a master communicator. Most of the time, words are not enough. Your
communication will be much more effective and understood if you accompany it with the
right body language.

 Ace the job interview. Know how to properly express the body language of confidence
and competence, and get a keen sense of how the interviewer is evaluating you.

 Avoid the costly hassles of hiring the wrong people. If you're the interviewer, you'd
easily spot the most capable applicant for any job!

 Read people's minds and emotions. With this ability, you can do things which are only
favorable to the situation and avoid any problems that may occur. You may even impress
your friends with your mind-reading abilities!

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  Establish authority, liking, trust or respect using simple body gestures.

 Become an outstanding public speaker. You'll know when the audience is interested or
bored, so you can adjust your speech to their present state. You could more easily
persuade and inspire them if you combine your speech with the right gestures.

CONCLUION

Some people think that body language is too complicated - that it's difficult to know what anyone
is thinking or feeling through their body movements. As you can vouch from the photo samples
above, it only takes the right knowledge from a true expert to be a body language specialist.
Once you have the ability to decode the actual feelings or thoughts behind body gestures and
movements, you will attain a sixth sense that can create dramatic improvements in your life!

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BIBLIOGRAPHY

 chuck@nfiresearch.com.
 http://www.wchsolutions.com),
 sunder@wchsolutions.com
 Communication CoursesImpactFactory.com/Communication
 How to Improve Face to Face Communication Seminars | eHow.com
 http://www.ehow.com/how_6363903_improve-face-face-communication-
 Blue Ocean Strategywww.INSEAD.edu
 CyberTech Internationalwww.FriendCaller.com
 Business communication- ragendra pal
 Communication CourseImpactFactory.com/Communication+Course

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