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эссе Nonverbal methods of dialogue and wrong interpretation of gestures. Historical both a cultural value and universal components of language of a body. Importance of a mimicry in a context of an administrative communication facility and in an everyday life.


Тип работы: эссе. Предмет: Менеджмент. Добавлен: 23.04.2011. Сдан: 2011. Уникальность по antiplagiat.ru: --.

Описание (план):

London school of business and law
Master foundation programme
Managerial communication
Nonverbal communication in the context of managerial communication
Student name:
Tamara Sargsyan
Tutor name:
Tatiana Pavlovsky
June 2010
Table of Contents
    1. Communication: Verbal and Non-verbal
    2. Why non-verbal communication can be considered relevant
    3. Why non-verbal communication can be considered irrelevant
    References and Bibliography
    The purpose of this essay is to analyse why non-verbal communication can be considered relevant or irrelevant in the context of managerial communication.
    In the first part of the main body we the definitions of communication will be given as well as the types of communications will be presented. And also we will see what role plays communication in an organization.
    In the second part the relevance of non-verbal communication will be examined and examples will be given for every statement and argument. Here the statements will be supported by academic arguments.
    In the third part the irrelevance of non-verbal communication will be analysed, and similar to the previous part all the opinions will be supported by academic arguments.
    In the final part a conclusion will be made whether non-verbal communication is relevant or irrelevant in the context of managerial communication through bringing together the statements both from second and third parts.
    1. Communication: Verbal and Non-verbal
    A little about communication: Communication can be considered as one of most important and basic needs of human beings. It can be defined as exchange of information between entities. (Khan, 2001)
    Usually when we say "communication" we imagine things connected with verbal communication, like talking on phones, listening to radio, etc. Verbal communication needs language; however it is not the only type of communication. Also non-verbal communication exists which does not need language and ideas can be expressed independent of a language. Non-verbal communication is always connected with the senses of humans, because through that senses one gets information. (Khan, 2001)
    Through the sense of sight we can see motion, colours, shapes, which are all means of non-verbal communication. The sense of hearing is usually thought to be more verbal than non-verbal, but it is proved that many feelings like calmness or cheerfulness can be communicated through using some rhythmic sounds. Some people think that sense of smell can recall our memory best of the others. Sense of taste is connected with the sense of smell, and tasting food and drink can communicate friendship, agreement and approval. Sense of touch is also used as a mean of communication. Examples are a kiss, a handshake, a hug, etc. (Khan, 2001; Hibbitts, 1992)
    Communication in an organization: Communication plays central role in every organization especially it is important for management as it is necessary for effective management. It has been shown that communication, especially oral skills have significant impact on success in business environment. (Hargie, Dickson & Tourish, 1999)
    Study of Stanford University MBA graduates was carried out and it showed that good communication is the most important skill for success in business. (Hamilton, 2008)
    Communication is considered to be the organization's oxygen, blood, brain, central nervous system, arteries, highways for transacting a business, fuel or glue. These comparisons all show how important is the communication in management. (Hargie, Dickson & Tourish 1999)
    2. Why non-verbal communication can be considered relevant
    Almost every management textbook mentions that non-verbal communication plays a significant role in an organization. Communication itself is very important in an organization as it takes 80% of the managers' day. (Riggio, Feldman, 2005)
    There is an opinion that non-verbal communication is the most powerful form of communication and it makes you understand people better than words. Good communicators are always sensitive to the emotions. (Heathfield, n.d.)
    Let us see why non-verbal communication can be relevant in everyday life and especially for managers.
    First of all it helps to interpret the verbal means of communication right. In our everyday life we usually use body language to give a full meaning to our words. And saying the same word with different facial expressions and different movements can mean totally different things. For example when we call someone an "idiot" with smile doesn't mean the same when we do the same with anger. (Khan, 2001)
    Secondly it helps to develop good interpersonal relationships not only at work place but also at home. It's worth mentioning the famous cliche that says "actions talk louder than words". For establishing good relationships it is crucial to be able to understand and use non-verbal communication in a proper way. For example, if someone always talks with angry manner or with intonation of blaming everyone, he/she can never have good relationships with people, no matter how kind his/her words are. (Non-verbal communication in building relationships, n.d.)
    Non-verbal communication is very important during hiring and evaluating the personnel. Usually people think that during the jog interviews the verbal communication is the only important thing. However, researches show that the applicants, who show more expressive non-verbal behaviour, such as eye-contact, smiling, interview-focused, usually receive more favourable evaluation. For example, during interviews the HR manager of the bank where I used to work first of all was paying attention on cloths of the applicants as she considered it an important factor for understanding the nature of the applicant. (Riggio, Feldman, 2005)
    Understanding non-verbal communication helps managers to be more sensitive. If the manager understands his/her employees' emotions he/she can easily surpass the managers who are short of sensitivity. In cases when the manager-follower relations have high quality the managers provide emotional support and motivate their followers. These high-quality relations are usually led by mutual trust and respect. What is more, some suggest that non-verbal communication skills are the most important skills that a leader must have to create good relationships with followers. (Riggio, Feldman, 2005)
    My sister's example is the brightest example of successful leadership. She became the head of customer service department of a bank at the age of 23 after working with that bank only one year. That was mainly because she had a strong sense of understanding emotions of not only her colleagues but also other managers and the CEO. Every employee respects and trusts her. Of course her promotion was not built only on her sensitivity; however this specification played a huge role on her career.
    Non-verbal communication is very important for attracting customers. It is not a secret that polite and "with smile" service always has better impact on customers. Studies with waiters show that even little things like crouching down to the customer's table, slightly touching the customer always bring to getting more tips from them. (Riggio, Feldman, 2005)
    For example, when looking at the statistic in our bank we could always find out that one of our customer service employees always was doing more job than the others. At the year end, taking into account the opinions of other employees, that girl won the prize "Smile of the Bank". As all the employees of our bank were also the clients of the bank they can reflect the opinion of other customers, and taking into account the volume of work done by that that emplo и т.д.................

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