Non-verbal communication or when abbreviated written as NVC in its simplest terms can be defined as the process of communication which is mainly conducted without the aid of words. This process of communication is mainly based on the fact that communication itself can take place without the usage of words, not only can it take place but it can also serve as an effective source of communication simultaneously.
In context of personal development and progress it is important that a very significant dimension of communication and its effectual use is considered in detail which sheds light upon the ways and procedures that are applied for conducting successful organizational communication in an organizational setting. In contemporary corporate dynamics individuals that possess the potential of communicating effectively are among the ones that have the greatest number of employment opportunities at their disposal.
This does not imply that the importance that has long been associated with the possession of good credentials and academic records can be sidelined under any condition but if a person has effective and enticing skills through which he can communicate effectively with his clients and other employees of the organization then the probability of his progress and rampant development increases substantially.
During the course of this discussion we would be exploring the various aspects and dynamics related to non-verbal communication and the ways in which communication in its entirety plays a highly pervasive role in the development of perceptions, perspectives and interpersonal relationships in an organization with the help of real life experiences.
Real life experience
The experience that will be covered during the course of this discussion will deal with the real life experience of a sales man known as Dennis Brown who joined as a sales intern after the completion of his graduation in one of the most prestigious sales and service providing company in the state of California Amalgamated or Amalgam when abbreviated.
During the interview he was not able to leave a very positive impression on Mr. David Boyle who was the sales manager of the company at that time, but when the matter regarding his hiring in the company as an intern was considered with the management authorities it was decided that if Amalgam is able to furnish him as a brilliant salesman, the organization would be able to uplift its reputation as a training and sales institution in the market.
Furthermore it would also enhance the brand leverage of the company which was at that time thinking for exploring novel frontiers at global as well as on domestic scale. At a very early stage of his career Denniswas confronted with the number of difficulties that put him at loggerheads with the management of the organization as well as with some of the clients of the company.
The dispute reached to the point that Dennis was on the brink of retrenchment. However during all this time there was just one person who was at his side at that was the Managing Director of the company Mr. Michael Clegg who strongly believed that the communication skills of his employee are strong enough that he can pull an order from the client under any condition.
He obtained this perception about Dennis after attending a few meetings with the new sales team members. Out of all others it was only Dennis who accentuated not upon the importance of maximizing sales for the company, but instead emphasizing on the level and quality of service that is being provided to them by the company.
Dennis believed that in the time when competition is getting cutthroat companies that will provide greater importance to the provision of quality service to their clients will be able to make their mark and existence in the market on sustainable grounds. It was the result of this attitude that motivated Dennis to pursue his work in the company despite of the most crucial and complicated circumstances that he was at one point of time confronted with.
All clients that he was able to gather for the company needed the best service for the company that claimed to be the best computer and internet service provider in the market and Dennis use to go at any length and limit to authenticate this claim.
In most of the circumstances when the relationship between him and his management were in a state of friction, he use to invest some of his resources to ensure that the prospective client of the company does not for alternatives especially in their presence. At one point of his time in his early career he was told to meet an old client of the company. (Ricour, 1995)
The very first complaint that the client made by seeing a new salesman was regarding the deteriorating service of the company, he even said that if the service did not improve he will be coaxed to review the long relationship that exists between them. Dennis in order to provide complete satisfaction to the client reviewed each and every area of the company that the client complained were being affected by the low standard service that was being provided by his company.
By making use of his flawless communication skills he was able to relief the customer to a large extent and within a time span of just 24 hours he was seen once again in the company premises of his client with a few members from the service team who were able to fix everything as told to Dennis by the client.
By making use of his marketing as well as effective communication tactics he was not only able to save a client whose departure would have injured the reputation of the company in market, but at the same time also adhered to the principles of service providing that he has always stood and supported.
By sticking to the ways that he felt were the best through which he could grip the client on almost permanent basis the company got convinced that a simple employee who joined them as an intern would in a very short span of time become an integral determinant contributing to the progress and development of the organization and this is precisely what happened.
At the end of the year 2010 when the management assessed the performance of its employees they came to know that only at the end of his probation period Dennis was able to venture and experiment different things that were of completely opposite nature to each other.
He had made new clients for the company who at one point of time seemed completely impossible; he had saved old clients by providing those enhanced services on urgent basis and retaining almost all clients that he had made with highly positive and commendable feedback regarding the quality and level of services that the company was providing them.
Lessons from the experience
From the real life experience that has been described there are a few core deductions that can very easily and conveniently be extracted. First and foremost is the fact that effective communication skills are the most integral vehicle and instrument that a person has through which he rescues himself as well as his organization from getting into hot water.
Another important thing that needs to be mentioned is that another skill of an effective communicator is the approach that he applies depending upon the type of circumstances that exist around and then tries to remold and retune the conversation and the communication process in the way through which he is able to satisfy the customer and also ensure that his grievances are also addressed on timely basis.
By ensuring that the applied approach is appropriate to handle the customer it is important that the perception that customer has regarding the company is not distorted, it is also important during this entire communication process that the communicator needs on reinforcing that the company is there to address to any kind of service issue that their client encounters so that he may get a feeling and perception that I have the right people working with me. (Reed, 1985)
Strategies for Active, Critical and Empathetic Listening
During the process of communication most of the times it is possible that there are many hindrances which affect the communication process and noise is the most hindering element in the process of learning and communicating. Noise can disturb or interfere with the effectiveness of communication significantly. Noise is not only that stops the efficient communication but it is also a factor that can convey the message in a positive or negative way. Mostly the receiver interprets the message negatively.
It is important to know that there are six sources of noise that are common to the communication process: physical distractions, semantic problems, mixed messages, cultural differences, absence of feedback, and status effects.
Active and Empathetic listening is possible is some good strategies are adopted and practiced during the process of communication. One can improve your ability to lead effectively by learning the specific skills for active and Critical listening.
Paying attention to the listener primary goal of active listening is to set a comfort level tone and easy connection and allow sufficient time and chance to the other person to perceive your message, think and then reply to your messages. It is also important to pay attention to your mental state, your body language, and the other person. It is important to mentally present during the communication process and maintain a relationship of understanding during the communication.
Another strategy for the improvement of the communication process is holding a judgment as active listening significantly requires an open approach and to think out of the box. It is important be open to innovative ideas, new point of views and latest possibilities. It has been observed that some people only do listen what they actually want to hear from the other person without giving the place to something new and they usually perceive the wrong message from the speaker.
To deliver the right message at the right time in the process of the communication it is also important to learn to mirror the other person's information and emotions by paraphrasing key points. You don't need to have the same opinion or oppose.
Another good strategy in this regard is to be inquisitive and ask the question if anything is still not clear and confirm on any issue that is vague or unclear. By inquiring one can invite reflection and a considerate response instead of telling others what to do.
Active listening is first about understanding the point of view of the other person and then about being listened and understood. As develop a clear understanding of perspective of the person in front of you, you can then bring forward introduce your ideas and perspectives, approaches, and proposals and speak to any concerns. (Atwater, 1981)
Communication is an essential and very important part of our life that involves a speaker, listener and a communication channel through which the messages are being sent. After researching about the communication I have learned about many communication barriers that could cause a trouble or hinder the effectiveness and efficiency of communication which can ultimately result the delivery of wrong or negative message. It also came to my knowledge that a person's social moral, ethical, and cultural background will have an effect on how a massage is perceive.
Difficulties and barriers related to communication
The potential of human beings to comprehend and send communication messages vary on the basis of gender, thus on the basis of a moderate degree women are found to be much better in decrypting and decoding communication messages and communication than males.
Calculations and mathematical procedures applied by linguistic experts to measure the potentials of conducting communication and its relation empathy demonstrated that both these qualities are mutually exclusive to each other. People if not completely well-versed in communication can develop difficulties in fostering interpersonal relationships; nevertheless there are courses and methods through which they can overcome this loophole of their personality very effectively.
People who usually face difficulty in communicating non-verbally with others are those who are infected by either autism spectrum disorders or with Asperger Syndrome. In addition to this the intervention of noise or any kind of dissonance may also pose a serious threat to the message fidelity involved in the process of communication.