Communication- The Total Communication- The Total Impact of Your Message Impact of Your Message

7 % are the words we speak7 % are the words we speak38% are our tone, volume, inflection and 38% are our tone, volume, inflection and

intonationintonation55% is non-verbal55% is non-verbal

Verbal CommunicationVerbal Communication

Is defined as spoken communication, Is defined as spoken communication, including the use of words and including the use of words and intonation to convey meaning.intonation to convey meaning.

Nonverbal CommunicationNonverbal Communication

Is the “silent” communication and Is the “silent” communication and includes the use of gestures, includes the use of gestures, postures, position, eye contact , postures, position, eye contact , facial expressions and conversational facial expressions and conversational distance.distance.

Multicultural Context for Non-verbalMulticultural Context for Non-verbal

Various cultures have different Various cultures have different meanings assigned to nonverbal meanings assigned to nonverbal behaviorsbehaviors

One culture might assign meaning to One culture might assign meaning to a nonverbal behavior but another a nonverbal behavior but another culture may assign no meaning to culture may assign no meaning to the behavior.the behavior.

Examples of Different MeaningsExamples of Different Meanings

Smiling : We usually smile when we are Smiling : We usually smile when we are happy and want to show affection. happy and want to show affection. However in Indonesian, a smile is a way to However in Indonesian, a smile is a way to cover emotional pain.cover emotional pain.

Frown: We usually frown when we are sad Frown: We usually frown when we are sad or angry. In Iranian, people may express or angry. In Iranian, people may express grief openly by mourning out loud. grief openly by mourning out loud.

““OK” Gesture: Everything is fine. In ajpan OK” Gesture: Everything is fine. In ajpan it can mean “money”it can mean “money”

Role PlaysRole Plays

MiscommunicationMiscommunication

Suspend judgment. Don’t be so Suspend judgment. Don’t be so quick to judge someone based on quick to judge someone based on what they say or what their what they say or what their nonverbal communication says.nonverbal communication says.

Ask Questions. Collect more Ask Questions. Collect more information from people. information from people.

Why might e-mails and instant Why might e-mails and instant messenger be less-than-ideal ways messenger be less-than-ideal ways to communicate?to communicate?