Professional Documents
Culture Documents
Chapter 14
Verbal Communication
Verbal language is a series of
expressive thoughts and perceptions
described through word symbols.
Linguistic experts divide verbal
communication into two components:
encoding
decoding
Verbal Communication
(continued)
Encoding is the process wherein a
speaker attempts to frame thoughts and
perceptions into words (e.g., someone
saying to the person next to her, Boy,
its stuffy in here).
Verbal Communication
(continued)
Decoding is the process wherein the message
is translated, dissected, analyzed, and
interpreted by the listener (e.g., the person
hearing this thinks, Yeah, the room does
smell rather gamy).
During the encoding and decoding process,
some thoughts can get lost in translation.
Misunderstanding, confusion, and stress can
arise anywhere in this process.
Nonverbal Communication
Nonverbal communication is described
as any communication that does not
involve words. It may include:
postures
facial expressions
touch
even style of clothing
Nonverbal Communication
(continued)
Nonverbal communication differs from
verbal communication in that it is
multichanneledaddressing all senses
not merely stimuli received through
the sense of hearing.
Nonverbal communication is not only
indirect, but often unconscious.
Listening, Attending,
and Responding Skills
Listening, Attending,
and Responding Skills (continued)
Ask questions to improve clarity of
statements.
Use empathy to reflect and share
feelings.
Provide feedback.
Summarize the content of what was
said.
Management Style
Withdrawal (-)
Surrender (-)
Hostile aggression (-)
Persuasion (-/+)
Dialogue (+)
Best Application of
Communication Skills
For every stressor that involves another
person, communication skills are
essential to resolve the issue at hand.
If nothing else, remember this: Attack
issues, not people.
Be a good diplomat!