AMITY UNIVERSITY Uttar Pradesh

ASSIGNMENT ON NON-VERBAL COMMUNICATION

SUBMITTED TODr Smrita Sinha

SUBMITTED BYNAMAN AGARWAL MBA (M&S) C-34, A0102211124

Nonverbal communication Nonverbal communication is usually understood as the process of communication through sending and receiving wordless (mostly visual) cues between people. Messages can be communicated through gestures and touch, by body language or posture, by facial expression and eye contact. Speech contains nonverbal elements known as paralanguage, including voice quality, rate, pitch, volume, and speaking style, as well prosodic features such as rhythm, intonation, and stress. Likewise, written texts have nonverbal elements such as handwriting style, spatial arrangement of words, or the physical layout of a page. However, much of the study of nonverbal communication has focused on face-to-face interaction, where it can be classified into three principal areas: environmental conditions where communication takes place, physical characteristics of the communicators, and behaviors of communicators during interaction. Non-verbal communication is a subtle form of communication that takes place in the initial three seconds after meeting someone for the first time and can continue through the entire interaction. Research indicates that non-verbal communication accounts for approximately 70% of a communication episode. Non-verbal communication can impact the success of communication more acutely than the spoken word. Our culturally informed unconscious framework evaluates gestures, appearance, body language, the face, and how space is used. Yet, we are rarely aware of how persons from other cultures perceive our nonverbal communication or the subtle cues we have used to assess the person. The following are case studies that provide examples of non-verbal miscommunication that can sabotage a patient-provider encounter. Broad cultural generalizations are used for illustrative purposes. Eye Contact Ellen was trying to teach her Navaho patient, Jim Nez, how to live with his newly diagnosed diabetes. She soon became extremely frustrated because she felt she was not getting through to him. He asked very few questions and never met her eyes. She reasoned from this that he was uninterested and therefore not listening to her.

It is rude to meet and hold eye contact with an elder or someone in a position of authority such as health professionals in most Latino, Asian, American Indian and many Arab countries. It may be also considered a form of social aggression if a male insists on meeting and holding eye contact with a female. Touch and Use of Space A physician with a large medical group requested assistance encouraging young female patients to make and keep their first well woman appointment. The physician stated that this group had a high no-show rate and appointments did not go as smoothly as the physician would like. Talk the patient through each exam so that the need for the physical contact is understood, prior to the initiation of the examination. Ease into the patients personal space. If there are any concerns, ask before entering the three-foot zone. This will help ease the patients level of discomfort and avoid any misinterpretation of physical contact. Additionally, physical contact between a male and female is strictly regulated in many cultures. An older female companion may be necessary during the visit. Gestures An Anglo patient named James Todd called out to Elena, a Filipino nurse: Nurse, nurse. Elena came to Mr. Todds door and politely asked, May I help you? Mr. Todd beckoned her to come closer by motioning with his right index finger. Elena remained where she was and responded in an angry voice, What do you want? Mr. Todd was confused. Why had Elenas manner suddenly changed? Gestures may have dramatically different meanings across cultures. It is best to think of gestures as a local dialect that is familiar only to insiders of the culture. Conservative use of hand or body gestures is recommended to avoid misunderstanding. In the case above, Elena took offense to Mr. Todds innocent hand gesture. In the Philippines (and in Korea) the come here hand gesture is used to call animals. Body Posture and Presentation Carrie was surprised to see that Mr. Ramirez was dressed very elegantly for his doctors visit. She was confused by his appearance because she knew that he was receiving services on a sliding fee scale. She thought the front office either made a mistake documenting his ability to pay for service, or that he falsely presented his income. Many cultures prioritize respect for the family and demonstrate family respect in their manner of dress and presentation in public. Regardless of the economic resources that are available or the physical condition of the individual, going out in public involves creating an image that reflects positively on the family the clothes are pressed, the hair is combed, and shoes are clean. A persons physical presentation is not an indicator of their economic situation. Use of Voice Dr. Moore had three patients waiting and was feeling rushed. He began asking health related questions of his Vietnamese patient Tanya. She looked tense, staring at the ground without volunteering much information. No matter how clearly he asked the question he couldnt get Tanya to take an active part in the visit. The use of voice is perhaps one of the most difficult forms of non-verbal communication to change, as we rarely hear how we sound to others. If you speak too

fast, you may be seen as not being interested in the patient. If you speak too loud, or too soft for the space involved, you may be perceived as domineering or lacking confidence. Expectations for the use of voice vary greatly between and within cultures, for male and female, and the young and old. Functions of nonverbal communication Express emotions Express interpersonal attitudes To accompany speech in managing the cues of interaction between speakers and listeners Self-presentation of ones personality Rituals (greetings)

In regards to expressing interpersonal attitudes, humans communicate interpersonal closeness through a series of nonverbal actions known as immediacy behaviors. Examples of immediacy behaviors are smiling, touching, open body positions, and eye contact. Cultures that display these immediacy behaviors are considered high-contact cultures. 4 Principles of Nonverbal Communication

supplements or replaces verbal communication regulates interaction establishes relationship-level meanings (responsiveness, liking, power) reflects & expresses cultural value

Nonverbal communication is the process of sending and receiving messages from another person. These messages can be conveyed through gestures, engagement, posture, and even clothingand hygiene. Nonverbal communication can convey a very different message than a verbal conversation. This can tell someone whether they are liked, interesting or hated. Nonverbal communication can have meanings in objects as well. Certain articles in a persons life can say a lot about them and can sometimes even talk for them. A persons handwriting can also tell a lot about the way they can communicate with others. Nonverbal communication can be easiest practiced when the two communicators are face to face. The nonverbal aspect of communication is easiest when the environment is right for all communicators involved, such as, when the environment is right or the moment is right. Nonverbal communication is an important aspect in any conversation skill people are practicing. Nonverbal communication will inhibit someone to be able to tell other person how they are really feeling without having to voice any opinions. People can interpret body signals better than they can talk most of the time.

AMITY UNIVERSITY ASSIGNMENT ON META COMMUNICATION

SUBMITTED TOMs SMRITA SINHA

SUBMITTED BY JYOTI BANSAL MBA-M&S C-05 A0102211199

Meta communication

To communicate about your communication to help overcome barriers or resolve a problem.

Metacommunication

is a special form of communication

that

indicates how verbal information should be interpreted. It concerns stimuli surrounding the verbal communication that also have meaning, and which may or may not be congruent, supportive or contradictory of that verbal communication.

When communication isnt working, we can use meta-communication to help you figure out why and to make things better in the future.

If someone often uses a particular word or phrase that sparks an unhelpfully defensive reaction in us? Meta-communication can help: bring it up a single time so we dont continue tripping over it again and again.

What if a particular kind of misunderstanding arises over and over again? Meta-communication can help: bring it up once to talk about how to avoid the misunderstanding in the future or how to deal with it more gracefully when it does happen

How To Learn Each Others Metacommunication

Dont assume that your partner means what you mean by the same words and phrases, gestures, or tone of voice. Each family has its own family code. You learned yours. Your partner learned his or hers. Each of you takes it for granted what some things mean. If your partner looks mystified, resist the temptation to get frustrated or judgmental. Instead, stop and ask what your partner heard. Explain what you meant by what you said.

Dont conclude your partner isnt interested, doesnt love you, or is a dolt when he or she doesnt get what you mean. Trouble with each others codes doesnt have to escalate to questioning the whole relationship.

Do slow your conversation down. When people dont understand each other, they tend to get anxious. When people get anxious, they tend to speed up. Instead, take a deep breath and ask your partner to say back what he or she thinks you meant. If they got it wrong, calmly and patiently clarify.

Do listen with curiosity and interest. Explain yourself with caring. This isnt a fight. Its a lesson in each others language. Listening well doesnt always come naturally, but dont fret,listening is a skill you can learn

Do put aside defensiveness. When accused of not understanding, admit that its probably true. Ask for help in understanding your partners code

Meta-Communication for Reflective Online Conversations One of the ways in which distance education is capable of reaching online learners is the basis and method of meta-communication. Therefore, it is important to understand how to design reflective online conversations and how to implement a diverse milieu for prospective online learners so that they are able to transfer their information, knowledge, and learning from theoretical forms to real life experiences.

The potential of meta-communication models for building and managing reflective online conversations among distance learners. This book unites models for meta-communication, distance education, and reflective online conversations and can serve as a course supplement for studies in distance education, online education, reflective online education, communication. . and meta-

Case study
There are several challenges in communication that take place in daily life. If we identify the challenges we can eliminate and ensure better understanding among the individuals. We shall take a case study on communication that helps in averting any misunderstanding among the people. Ken worked in a research department for a year as a researcher and he was laid off as the entire department was closed due to recession. He decided to meet the CEO for a possible outplacement as the organization had several

other departments to accommodate him. However the secretary of the CEO, Diana did not permit Ken to meet by saying that CEO was busy. Ken returned without meeting the CEO. He got better employment opportunity elsewhere and joined. Ken, being a researcher, wrote an article for an international journal while working in the research department. It was published after 9 months and received complimentary copies from the publisher. Therefore, Ken wanted to share the successful publication with his former CEO and went to meet him to gift the book as a complimentary copy. Below was the conversation Ken had with the secretary of the CEO. Ken: I would appreciate if you could arrange an appointment with CEO. I want.. (Secretary interrupted) Secretary: Why did you come? We had already handed over your resume to Jim for outplacement. You may go now. Ken: I did not come for employment opportunity. Dont assume that people would come here for employment only. I have come to gift a complimentary copy where my article featured in international journal. The CEO would be glad to share the success. Secretary: No, No, the CEO sees everything and knows everything as every article publication is known to him. Ken: It is not departmental journal. It is a prestigious journal globally and I want to inform him and gift the book. Secretary: You will not get appointment. The CEO is busy said firmly. Ken: I anticipated that CEO would be busy and I have already written the details of my name over the complimentary copy. Secretary: Okay, leave it and go. (She said impolitely and started looking here and there) Ken handed over the complimentary copy to Secretary.

Ken: Fine, please hand over to CEO. I am leaving the place. However, I will send an email to CEO about my coming physically to gift the book. (Secretary probably worried as the Ken had already mentally prepared to send the email and keep the CEO informed. If Secretary had any intention to skip handing over the complimentary copy, CEO will know as Ken would send mail.) Ken handed over the complimentary copy to Secretary and departed the office. He sent an email to his ex-CEO about his coming and he could not meet as the latter was busy with his schedules. After 5 hours, the Secretary telephoned Ken and said firmly, CEO told to return the book to you. You come and take the book back. Ken replied, It is the complimentary copy meant for the CEO only. Secretary insisted to take back the book immediately. Ken told Secretary to courier and he was about to give his address. Secretary interrupted Kens conversation and replied, No we dont send you through courier. You have to come and take. Ken responded politely, Right now, I am far away from that place. When I come to that area I would take back the book. The very next day, Ken received email from his ex-CEO congratulating Ken for the publication and thanked for coming all the way to gift the book. Ken felt excited that his ex-CEO was pleased with publication.

AMITY BUSINESS SCHOOL ASSIGNMENT ON INTERVIEW

SUBMITTED TOMS.SMRITA SINHA

SUBMITTED BYSHUBHAM GRAG MBA (M&S) C-30 A0102211077

INTERVIEW

An interview is a formal meeting in which a person or persons question, consult, or evaluate another person or persons. An interview reveals the views, ideas, and attitudes of the person being interviewed.

There is no one best way to prepare the interview.

The qualitative research interview seeks to describe and the meanings of central themes in the life world of the subjects. The main task in interviewing is to understand the meaning of what the interviewees say.

An interview is a conversation between two or more people where questions are asked by the interviewer to elicit facts or statements from the interviewee.

Informal, conversational interview - no predetermined questions are asked, in order to remain as open and adaptable as possible to the interviewees nature and priorities; during the interview the interviewer goes with the flow.

General interview guide approach - intended to ensure that the same general areas of information are collected from each interviewee; this provides more focus than the conversational approach, but still allows a degree of freedom and adaptability in getting the information from the interviewee.

Standardized, open-ended interview - the same open-ended questions are asked to all interviewees; this approach facilitates faster interviews that can be more easily analyzed and compared.

Closed, fixed-response interview - all interviewees are asked the same questions and asked to choose answers from among the same set of alternatives. This format is useful for those not practiced in interviewing.

Dos and Donts

Do dress the part for the job, the company, and the industry. And do err on the side of conservatism. Do plan to arrive 10 minutes early. Late arrival for a job interview is never excusable. Do bring an extra copy of your resume. Do greet the interviewers and establish good eye contact. Do immediately take down notes after the interview concludes so that you dont forget crucial details. Dont inquire about salary, vacation, bonuses, retirement, or other benefits until after you have received an offer.

CASE EXPLAINING THE INTERVIEW

Question: What areas would you investigate to better understand increased employee turnover at Bank of Atlantis? Weak: I think you want to investigate salaries relative to their competitors. Higher salaries can be a big reason why employees want to leave the bank to work elsewhere. Salaries and maybe benefits. Lack of sufficient benefits maybe things like retirement plans and health insurance. And of course, youd want to take a look at lifestyle issues. Have the employees been working harder lately, and if so, whats been causing the longer hours? Strong: There are 3 areas Id like to investigate to better understand the causes of higher employee turnover. The first would be Bank of Atlantis salaries relative to local competitors. Are their base salaries higher, lower, comparable? What about bonuses, any not-so-obvious compensation measures, and so forth? The second area would be benefits relative to competitors. The big ones would include retirement and 401K contributions and health insurance.Finally, Id look at employee lifestyle and how it compares past to present. Have the employees been working longer hours recently? The weak response lacks upfront structure. The answer confuses the interviewer and stumbles from one point to the other. The strong response provides a clear roadmap in the first sentence. It then adheres to this roadmap (There are 3 areas) throughout the response, using anchor words like first, second, and finally. Now to the last part of Churchills quote tell them what youve told them (aka, the conclusion). This is a crucial skill to demonstrate for the following reasons:

It demonstrates your ability to synthesize lots of information It demonstrates your ability to highlight the key takeaways It provides a satisfying wrap-up to a long answer

Ill use the sample above to show how you can make the strong response even better: Strong: There are 3 areas Id like to investigate to better understand the causes of higher employee turnover. The first would be Bank of Atlantis salaries relative to local competitors. Are there base salaries higher, lower, comparable? What about bonuses, any not-so-obvious compensation measures, and so forth? The second area would be benefits relative to competitors. The big ones would include retirement and 401K contributions and health insurance. Finally, Id look at employee lifestyle and how it compares past to present. Have the employees been working longer hours recently? By looking at salaries, benefits, and recent lifestyle changes, well be able to get to the biggest causal factors that can drive employees to quit and or find similar jobs elsewhere. The conclusion acknowledges your clear understanding of the problem (causal factors that can drive employees to quit) and reinforces the 3 areas that underpin the solution.

AMITY BUSINESS SCHOOL ASSIGNMENT ON GROUP DISCUSION

SUBMITTED TOBY- Ms. SMRITA SINHA

SUBMITTED VIKAS SINGH MBA (M&S) C-27, A0102211193

GROUP DISCUSSION

Group discussions help to summarize the ideas and information that a group of informants may come to hold as a group, rather than the information held by the individual members. The general idea is that each participant can act to stimulate ideas in the other people present, and that by a process of discussion the collective view becomes greater than the sum of the individual parts. There are different techniques to initiate a GD and make a good first impression: 1. Quotes 2. Definition 3. Question 4. Shock statement 5. Facts, figures and statistics 6. Short story 7. General statement

Quotes

Quotes are an effective way of initiating a GD. If the topic of a GD is: Should the Censor Board be abolished?, you could start with a quote like, 'Hidden apples are always sweet'.
Definition

Start a GD by defining the topic or an important term in the topic. For example, if the topic of the GD is Advertising is a Diplomatic Way of Telling a Lie, why not start the GD by defining advertising as, 'Any paid form of non-personal presentation and promotion of ideas, goods or services through mass media like newspapers, magazines, television or radio by an identified sponsor'?

Question

Asking a question is an impact way of starting a GD. It does not signify asking a question to any of the candidates in a GD so as to hamper the flow. It implies asking a question, and answering it yourself. Any question that might hamper the flow of a GD or insult a participant or play devil's advocate must be discouraged.

Group Discussion
Body Language with cordiality and confidence Avoiding argument and debates Speaking loudly Speaking clearly Speaking to all Listening fully Listening attentively Contributing new facts Following systematic procedure Giving chance to all the members Point of Order Raising questions for clarifications Effective Summing up WHAT IS TESTED IN-GROUP DISCUSSION?

The rationale of the GD technique rests on the principle that leadership qualities with knowledge and power of expression are essential to achieve the results or objectives in all group endeavors. The leadership quality of one can nowhere be more clearly revealed than in a group discussion. For instance, see the difference between GD and other forms of testing.

There is a considerable difference between public speaking and GD. In public speaking, the audience merely judges and passes a verdict on the speaker. Nobody in the audience competes with you. They listen to what the speaker says but do not compete with the speaker. They listen to what the speaker says, but do not discuss the subject with equal rights as does the speaker.

The same is the case with an interview. In an interview, a candidate has to deal with the interviewer who asks questions to which the interviewed responds. He will be given ample opportunities as the interviewer is interested in the answers. In a debate or lecture, the candidate is given sometime to think and marshal his ideas and the chairman or the presiding officer will ensure that no one intervenes. The interview focuses on personality traits wherein the interviewers ask well directed questions to assess the overall personality of a candidate.

Yet these tests by themselves are insufficient, as they do not test the group worthiness of a candidate, a quality that is an important component for success in all vocations.

HOW IS THE PERFORMANCE JUDGED?

Selection is done based on the impact created by each candidate on the group. Who does get selected?

One who expresses his ideas well One who has sound arguments, and shows keenness and interest. One who has sufficient knowledge of his subject and convinces the group by his argumentative presentation. One who has a logical and systematic approach Above all, it is the one who has the tendency to cooperate and who does the coordination and is liked by the group

REASONS THAT YOU WILL BE SELECTED

Has displayed excellent leadership ability and handled an explosive situation with tact and understanding. He has found an acceptable and workable solution by displaying excellent resourcefulness. He avoided an open split and confrontation by voluntarily surrendering the privilege of being got elected as chairman by majority vote. Thus he has given greater importance to group needs than for his own selfish requirements.

A brilliant and outstanding exposition presented by in admirable and extremely convincing manner. His approach is objective and balanced. This candidate, who had displayed consistently remarkable leadership qualities and coordinating ability earlier, now reveals intellectual maturity, balanced judgment and excellent power of persuasion. Socially he is well adjusted and has the resourcefulness to cope with difficult individuals and situations. To sum up, he is an outstanding candidate with high level of leadership qualities. He is specially commended and selected with top rating.

REASONS THAT ONE WILL NOT BE SELECTED Does not know much about the subject He has the gift of the gab and hence waffles aimlessly. There is no logic or rationale in what he said he lacks organization, system and order. He talks at random, jumping from one topic to another in fits and starts. Earlier we saw him acting rigidly and selfishly .He will cause friction and quarrels in the team, behaving like a bull in china shop. REJECTED

Had remained silent throughout

He is dull and devoid of ideas. He admits his limitations but does not show any interest or determination to overcome them. He wastes opportunities and shies away from responsibility Case study Sahay is a management trainee at an organization that deals in supplying hardware to customers. Now his boss Mr. Subhdeep has been thinking of a plan. A consignment, which was due to a superintendent police who has huge political clout, has not been delivered to him. It had been promised that it would be delivered in 30 days, but so far 45 days have lapsed. Mr. Subhdeep is thinking that he would deliver an empty consignment to this client and since it is a company policy that he cannot open the box till somebody from this organization assists, he would take advantage of this policy. In the meanwhile he would substitute the box with the actual deliverable. Now Mr. Sahay finds this unethical, and he asks Subhdeep but he says that everything is fair in war and business. So now what should he do: a) Leave the company b) try to bring about a change

TOPIC: PRESENTATION WITH A CASE STUDY

SUBMITTED BY: SMRATI GUPTA ENROLL. NO-A0102211096

UNDER THE GUIDANCE OF: MS. SMITA SINHA

AMITY BUSINESS SCHOOL NOIDA (U.P.)

A management development programme was the catalyst for Gareth Phillips, Head of Management Development, and Fortis UK, to approach Partners With You for presentations skills training. I wanted to ensure that

the senior managers undergoing the programme had the skills they needed to present the results of a specific project to the board explains Gareth. The stakes are perceived to be high as the board presentations are formal in nature and they last for around thirty minutes plus questions and answers. Public speaking is commonly regarded as one of the commonest phobias so its not surprising that there had been some reluctance in the past to make these presentations because of a lack of confidence.

Solution
Partners With You ran a one day workshop with all nine managers to build the groups confidence with core techniques and tools before they worked on the content of their presentations. They then followed this up with bespoke one day presentation courses for each team of three focusing on their specific presentations, adding impact and more sophisticated techniques. The teams also benefited from help with dealing with questions and the particular skills needed in order to present effectively as a team. Gareth continues, In addition I knew that the group of nine managers would benefit personally from receiving help with their communication skills. The board presentations were being made in teams of three made up of groups from Fortis UK insurance businesses around the country who didnt know each other so it was important that everyone was confident in their delivery of the information.

Result
Gareth concludes, We had such positive feedback from the senior personnel who underwent the courses that we have decided to offer the training again in the future. The board were delighted as well as they were presented with relevant business information in an engaging and confident fashion.

About Presentation
Presentation is the practice of showing and explaining the content of a topic to an audience or learner. Presentations come in nearly as many forms as there are life situations. In the business world, there are sales presentations,

informational and motivational presentations, first encounters, interviews, briefings, status reports, image-building, and training sessions. The Effective Skills training starts by discussing why certain people are nervous or frightened of presenting and looks at ways in which any unnatural levels of fear is overcome. One of the main keys to diminishing such a fear is good preparation; knowing your material; knowing your audiences and knowing that you will succeed. We then briefly cover presentation structure, although as the presentation material has already been created for them, this section of the course is minimal. Just enough to understand why it is structured in the way it is. We then go on to look at the tips and techniques of presenting. How to gain the audiences attention and how to keep hold of it. There are four different types of presentations you can give and their purpose is to invoke different reactions.
.

1. Informative Speeches These are the most common types of presentations and are used to present research. A student who is defending a thesis or a non-profit group that did a research study will use informative speeches to present their findings. 2. Demonstrative Speeches These will show you how to do something. In introduction to communication classes, these speeches are usually How to Make Cakes kinds of speeches and include different pictures and steps to the process. 3. Persuasive Speeches This kind of speech is trying to change the way you think about a subject or issue. If youve come to a health conference you may find yourself listening to why you should change your eating habits or stop drinking. 4. Inspirational Speeches These speeches are designed to make your audience move. Also considered a motivational speech, this is designed to encourage participants to go after their goals, whatever they may be. Inspirational speeches will tell stories and the hope is that the audience will feel an emotional connection to the topic. In truth, the best presentations will embody a little bit of each one of these kinds, but you can take a specific type to help move you along the right path.