Course Content
Introduction to Communication
Offers basic defintions, objectives and principles of effective communication. Describes the major barriers to effective communication. Describes the different methods of communication, formal and informal communication styles, systems and devices.
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Foundations and Definitions
Objectives and Strategic Importance in Business
The Communication Process Model and Its Components
Forms, Flows, and Networks in Business Communication
Barriers and Guidelines for Effectiveness
Quiz 1
00:45:00
Written Communication & Business Correspondence
Business correspondence, often written, forms an important part of the communications process for accounting or business professionals
0/6
Fundamentals of Written Communication
Channels and Internal Written Documents
Business Letters and Correspondence
Report Writing and Proposals
Handling Business Correspondence & Mail Management
Quiz 2
00:45:00
Oral Communication & Presentation Skills
This topic helps the learner understand and navigate the requirements of any oral communications in a corporate environment
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Fundamentals and Channels of Oral Communication
Key Oral Interactions: Meetings and Interviews
Presentation and Public Speaking Skills
The Critical Skill of Listening
Communication Ethics and Overcoming Barriers
Quiz 3
00:45:00
Non-Verbal, Visual, & Electronic Communication
Communication is not always oral or written. Non-verbal, visual and electronic communication is equally important in any social environment.
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The Power of Non-Verbal Communication
Visual and Audio-Visual Communication
Electronic Communication – Part 1 (Email & Digital Tools)
Electronic Communication – Part 2 (Videoconferencing & The Internet)
Mechanical Barriers, Noise, and Integration
Quiz 4
00:45:00
CPA Communication Skills

Topic 4: Non-Verbal, Visual, & Electronic Communication

 

Lesson 1: The Power of Non-Verbal Communication 

Non-verbal communication (NVC) is the process of conveying meaning without the use of spoken or written words. It is often more powerful and telling than verbal communication, operating at a subconscious level and providing the context for interpreting spoken messages.

 

Definition and Scope:

 

  • Definition: The sending and receiving of wordless messages. It encompasses everything but the words themselves.
  • Often Unconscious: While we can choose our words, many non-verbal cues are emitted automatically.
  • Provides Context: It frames verbal messages, indicating sincerity, sarcasm, confidence, or nervousness.

 

Functions of Non-Verbal Communication:

 

  1. To Complement or Contradict Verbal Messages: A nod while saying “yes” complements; rolling eyes while saying “fine” contradicts.
  2. To Regulate Interactions: Controlling the flow of conversation (e.g., leaning forward to speak, looking away to end a turn).
  3. To Express Emotions and Attitudes: Conveying happiness, anger, trust, or disapproval through facial expressions and tone.
  4. To Substitute for Words: Using gestures like a thumbs-up or a shrug to replace verbal phrases.
  5. For Self-Presentation: Managing impressions through dress, posture, and grooming.
  6. In Rituals: Performing culturally defined actions like handshakes or bows.

 

Main Channels of Non-Verbal Communication:

 

  • Kinesics (Body Language):
    • Facial Expressions: The most universal NVC channel (e.g., happiness, sadness, surprise).
    • Gestures: Movements of hands, arms (e.g., pointing, waving, illustrative gestures).
    • Posture and Stance: How one stands or sits (e.g., slouching vs. standing tall, open vs. closed posture).
    • Eye Contact (Oculesics): Conveys interest, attention, honesty, or dominance. Lack of it can signal dishonesty or discomfort.
  • Paralanguage (Vocalics):
    • The how of saying something: tone, pitch, volume, pace, pauses, and fillers (“um,” “ah”).
    • The statement “I’m fine” can mean completely different things based on vocal tone.
  • Proxemics (Use of Space):
    • The study of personal space and physical distance in communication.
    • Zones: Intimate, Personal, Social, and Public distances, which vary by culture.
  • Haptics (Touch):
    • Communication through physical contact (e.g., handshake, pat on the back, hug). Highly cultural and contextual.
  • Appearance and Artifacts:
    • Physical Appearance: Grooming, body shape.
    • Artifacts: Clothing, accessories, glasses, briefcases – all send messages about professionalism, status, and personality.
  • Chronemics (Use of Time):
    • The meaning attached to time (e.g., punctuality, willingness to wait, duration of a meeting) communicates respect and priority.
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