[NNKT 08] [31191022214 ] [NON- Verbal Communications IN Business] PDF

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BỘ GIÁO DỤC VÀ ĐÀO TẠOTRƯỜNG ĐẠI HỌC KINH TẾ TPCÔNG TRÌNH DỰ THIGIẢI THƯỞNGĐỀ TÀI MÔN HỌC XUẤT SẮC UEH500 - NĂM 2021TÊN CÔNG TRÌNH : NON-VERBAL COMMUNICATION IN BUSINESSTHUỘC KHOA: NGOẠI NGỮMSĐT (Do BTC ghi):TP. HỒ CHÍ MINH - 2021nullIINTRODUCTIONWhen it comes to effective communication in business,...

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BỘ GIÁO DỤC VÀ ĐÀO TẠO

TRƯỜNG ĐẠI HỌC KINH TẾ TP.HCM

CÔNG TRÌNH DỰ THI GIẢI THƯỞNG ĐỀ TÀI MÔN HỌC XUẤT SẮC UEH500 - NĂM 2021

TÊN CÔNG TRÌNH: NON-VERBAL COMMUNICATION IN BUSINESS THUỘC KHOA: NGOẠI NGỮ

MSĐT (Do BTC ghi):

TP. HỒ CHÍ MINH - 2021

I INTRODUCTION When it comes to effective communication in business, there are two ways of expressing a message: verbal communication and non-verbal communication. Within this article, we especially stress the relevance of non-verbal communication in business. It is the art of conveying quickly and concisely so that most of the masses can understand and grasp information quickly. We cannot deny that non-verbal communication is especially important in the context of business. It is the most fundamental human requirement. It includes all the manipulations of each part of the body such as gestures, facial expressions, eyes, smile, tone, posture, distance. Simultaneously, non-verbal contact assists one in understanding the partner we are meeting so as to have the appropriate path.Besides, you have to learn to interpret and appreciate the context of the other person's gestures, facial expressions, and conveyed information to understand yourself and learn to manage yourself properly in conversation. TABLE OF CONTENTS INTRODUCTION ........................................................................................................... I TABLE OF CONTENTS ..............................................Error! Bookmark not defined. LITERATURE REVIEW ................................................................................................1 1. Definition of non-verbal communication ................................................................1 2. The role of non-verbal communication in business ................................................1 3. The significance of non-verbal communication in business ...................................2 4. Discussions ..............................................................................................................2 4.1. Non-verbal communication for better interaction ............................................3 4.2. Influence on working relationships ..................................................................4 4.3. Workplace performance improvement .............................................................4 CONCLUSION AND RECOMMENDATION ..............................................................5 REFERENCES ................................................................................................................ I

1 LITERATURE REVIEW 1. Definition of non-verbal communication It can be asserted that non-verbal communication is a very crucial part of the human communication process, it is one the essence of all person-to-person situations. According to Knapp (1972): “Non-verbal communication refers to actions or verbal manifestations. Actions or expression of inherently shared meaning that society is sent on purpose either is interpreted as intentional and sent or conscious reception. Nonverbal communication is a term to describe all of the forms of communications that goes beyond verbal language and pen language”. Levine and Adelman (1993) said that: “Non-verbal communication is a "silent" language, including using gestures, displaying face motions (facial expressions), eye contact, ...” Dwyer (2000) has a more general view: “Non-verbal communication includes all parts of the message that are not encoded by words, e.g., voice, facial expressions or gestures and movement.” So non-verbal communication (NVC) is usually defined as the kind of communication achieved through any code, medium, or channel other than verbal language. It can be simply understood as a way of sending and receiving messages from what we expose in our communication. It includes all manipulations of each part of the body such as gestures, facial expressions, eyes, smile, tone, posture, distance. As a form of communication, non-verbal communication meets all the requirements of this general phenomenon, such as a functional, procedural, dynamic, irreversible, and meaningful character, and a presupposed systematicity that qualifies it for scientific study. As a nonverbal entity, non-verbal communication relies upon an implicit definition of human verbal language, which is the basis for its delimitation. 2. The role of non-verbal communication in business In today’s up-to-date world, non-verbal communication is considered to hold a critical role when doing business. It assists each person in becoming more sophisticated,

2 self-controlled, self-aware, and be able to control their body language. At the same time, non- verbal communication also provides us the capability to understand the partner we are approaching in order to transmit the accurate direction of the message. The value of non-verbal communication is also mirrored in situations when we interact with another person for the first time. Apart from noticing the body language of the other person, you must also learn to read and recognize the meaning that lies behind it. By doing that, you will acquire maturity, and it will help you to understand other persons, identify yourself, and control yourself better in communication. 3. The significance of non-verbal communication in business The significance of non-verbal communication cannot be denied. Up to now, a lot of research projects on communication in general and non-verbal communication, in particular, have been carried out in turn to confirm the importance and independence of this type of communication in an intercultural environment. Pease (1984) said that people hardly notice that their own postures, movements, and motions can tell a story while their voice could tell a whole other one. Hall (1959) claimed that 60% of all human interaction is non-verbal communication. Harrison (1965) said, in face-to-face communication, only 35% of meaning is conveyed by verbal messages. Some scientists even give three reasons for the justification for the importance of non-verbal communication: First, it is easy to memorize what people see more than they hear. Second, non-verbal communication is more frequently used than verbal communication. Third, people can easily deceive verbal communication, but it is very difficult to deceive by non-verbal communication. 4. Discussions Vietnamese workers tend to use verbal as well as non-verbal communication in order to interact with each other since both of these two means are equally important for communication in the workplace. However, if there exists a mismatch between words and actions, where verbal and non-verbal messages are incongruent, people will usually believe the non-verbal cues over the uttered words.

3 Let’s have a look at an example: Supposing that one of your friends just had an argument with her parents and she reached the class with a furious look. She hardly talked to any classmates and kept looking at a book with a grim-face. After seeing her behavior, you approached her and asked whether she was alright, to which she answered “I am fine” but angrily. Now, which message will you believe here- her verbal communication (her words) or her nonverbal message (her behavior and voice tone)? Most certainly, you will believe the nonverbal message. Because of its variety in meaning in different cultures, non-verbal communication can harm your conversation or even your relationship. In Vietnam, staring at someone can be a signal of disrespect and shaking hands firmly will show that you are challenging them, which may lead to some unwanted arguments. Since non-verbal communication plays an important part in today’s business communication around the world in general and in Vietnam in particular, it may have a great impact on many aspects of the workplace. 4.1. Non-verbal communication for better interaction You may have to talk to many people in order to express your ideas or to convey your messages on regular basis depending on your jobs. People who work as teachers, doctors, lawyers, etc... spend a great deal of their workday on communication. Using non-verbal cues while interacting with people will make a great contribution to enhancing the way they receive your message as well as benefitting your conversation. The same thing happens in the workplace. How would you feel if you were only a new member of a department and were asked to see your director to discuss something? When you reached his office and saw him stand with crossed arms and keep glaring at you as if you had committed a crime, were you still confident enough to work with him? This is when non-verbal communication matters. The director probably did not mean anything but his behaviors still conveyed an aggressive message to the new staff. Using appropriate non-verbal signals and taking advantage of non-verbal cues will surely benefit you a lot. People in the workplace will receive the message you want to send them and therefore your interaction and communication will consequently be greater.

4 4.2. Influence on working relationships From the example of the new member mentioned above, we may realize that nonverbal communication can influence your relationship with your colleagues if it is used improperly. Having a conscious understanding of your non-verbal interactions and still delivering verbal messages helps others to receive your message in the way you expected. Positive non-verbal communication in the working environment can help colleagues to build and strengthen their business relationships. In Vietnam, you just need a smile to greet your coworkers and keep eye contact when talking to show your interest. This will have a good impression on your colleague and gradually cultivate the relationship between you two. Negative non-verbal communication, on the other hand, may lead to workplace conflicts and other negative disruptions. Would you still work with those who always have a furious look and do not even look into your eyes when discussing or talking to you? Would you remain the relationship with someone who keeps a too close distance to you or constantly looks at your body but not your face? If you have been in these situations, then you know how uncomfortable it can be to interact with someone who has poor non- verbal communication. Always be mindful of your non-verbal cues and if you want to build a strong relationship with others in the workplace, make sure you are delivering positive nonverbal communication to others. 4.3. Workplace performance improvement Communicating effectively with subordinates is essential to managers in business institutions since it affects the way employees perform their tasks. Managers can provide staff with information on a variety of job-related topics, such as employee policies, job performance goals, work schedules, and deadlines. Employees must adapt to any changes communicated by managers on workplace issues.

5 The way managers communicate with their employees, especially the managers’ attitude, which is often conveyed by non-verbal messages, can create either positive or negative attitudes for the employees. Managers’ negative attitudes can directly affect staff’s emotions and spirit, which results in reduced performances, while positive attitudes can boost employees’ morale and convey interest in each other, which helps increase their performances. In other words, communicating positive non-verbal cues when working can help increase employee morale and job performances, build strong relationships, and enhance communication within the workplace. CONCLUSION AND RECOMMENDATION In the context of Viet Nam business, people communicate with each other in the workplace by using both verbal and non-verbal communication for most of the day. In fact, non-verbal communication also plays a particularly important role in the context now. So how individuals convey non-verbal messages is just as important as how they communicate verbally. To interact effectively by using non-verbal cues is that eye contact, expressions, posture, body movements, and voice volume in conversation are all ways we can transmit our message. It affects how people understand what you're trying to convey and how they respond based on how you conveyed it. But be careful, it can either assist or impede clear comprehension of your message. So, how do you use non-verbal communication in a business conversation effectively, especially in Viet Nam? I'd like to make the following points: • The first one is focusing on the volume of voice. From passion to indifference to indignation, the voice will convey a wealth of knowledge. Begin to notice how your speech influences the responses of those around you, and then use your voice to emphasize what you intend to clarify to your audience. Present your passion in a lively accent, for example, if you want to show that you genuinely care about something. • The second one is posture, gesture and handshake. According to Asian is that “the best body, the second skin, and the third facial expression”. The first twenty seconds of meeting each other, impressing on listeners is our appearances, a dignified posture. It

6 elicits inherent respect; otherwise, it elicits aversion. A posture is a form of illustrative and regulatory body language. When we try to strongly persuade others, we must maintain a solid and active stance posture. The trick to a flexible, versatile stance is to force on the front leg, place 80 percent of the weight on the pivot leg, and constantly swap legs. After a social greet, an experienced person will usually begin to notice the other person's nonverbal gestures like that he/she makes a motion of stroking his/her hair or covering his lips with his/her palm. In certain cases, gestures can be said to be a great support to words. In addition, the thumb to the chin is a critical and negative gesture. The gesture of rubbing the chin indicates consistency and determination. They don't want to talk about some things as they touch their nose. The act of putting glasses on one's lips signifies reluctance or procrastination in making a decision. Speaking with the required movements would have an effective influence on the communicator. Today, both in the West and in Vietnam, handshake gestures are commonly used in official correspondence. A handshake consists of holding the right hand with an open palm to communicating with the object and greet. The handshake and answer movements should also be performed carefully and appropriately, to prevent unintentionally not holding hands, but just holding fingers, or not clenching, but just half-grasping the hands of the objects communicating to, causing out feeling embarrassed or offended in the context of communication. • The third one is to connect more effectively and successfully that is eye contact. Researchers have admitted that the eyes can reveal personal emotions, knowledge can convey the largest amount of information, and the most inspirational. The eyes instinctively disclose the person's inner thoughts and emotional state. We can understand a component of a person's mind simply by looking at their eyes. If a person likes it or not, their eyes reveal their true feelings. It reflects our respect for others, enhances the speaker's integrity, and acknowledges the emotions of others by appropriate actions through making eye contact. For example, direct eye contact with the other person is usually used to confess their honesty or looking down conveys shame and so on. So that is all ways to be able to apply effectively in Viet Nam business that I mentioned above. Besides, many people seem to have a natural talent for successfully

7 using non-verbal contact and comprehending others' movements. These individuals are known for their capacity to "understand people."

I REFERENCES  A. Pease, Signals – How to Use Body Language for Power, Success and Love, Bantom Books, 1984.  D.R. Levine, M.B. Adelman, Beyond Language ‐ Cross ‐ Cultural Communication, Regents, Prentice Hall Inc, 1993.  E.T. Hall, Silent Language, Doubleday and Co, New York, 1959.  https://books.google.com.vn/books?hl=vi&lr=&id=Bl_eNRNMco4C&oi=fnd&pg=PA 16 3&dq=non-verbal+communication+definitions&ots=O7FLm9d0r&sig=0xS4lNvAVS_gFsDlg7ZYIAMh8Fw&redir_esc=y#v=onepage&q=nonverbal%20communication%20definitions&f=false  J. Dwyer, The Business Communication Handbook, Fifth Edition, Prentice Hall, 2000.  M. Knapp, Non-verbal Communication in Human Interaction. Holt, Rinehart and Winston, New York, 1972.  Marie Huntington (2019), “How Non-verbal Communication Can Help in the Workplace”, Chron, https://smallbusiness.chron.com/nonverbal-communication-canworkplace-21523.html  R.P. Harrison, Toward an Understanding of Non-verbal Communication Systems, Journal of Communication (1965) 339.  Susan M. Heathfield (2019), “Non-verbal Communication in the Workplace”, The Balance Careers, https://www.thebalancecareers.com/nonverbal-communication-inthe-workplace-1918470#when-nonverbal-communication-matters  Susmita Sarma (2021), “Understanding Nonverbal Communication In The Workplace”,Vantage Circle, https://blog.vantagecircle.com/nonverbalcommunication-in-the- workplace/

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