Components of Communication Part II

In the previous post, we saw the importance of various components of communication in Face to Face communication. In this post we will see how they influence other means of communication like email, Phone etc.

In the previous post we had discussed that for a face to face communication Body Language carried 55% weightage, while "The way you say it" and "Content" carried 38% and 7% respectively.

Now in a Telephonic conversation and Email Communication it takes a slight deviation. In this the Body Language takes a back seat (38%) and "The way you say it" takes the first position (55%), while "Content" still retains its 7%.

Now one may wonder why does Body Language still take a huge chunk of weightage, eventhough we don't meet the receiver face to face... However, what everyone fails to understand is that your Body Language has a definite impact on " The way you say it." Imagine yourself sitting on a recliing chair, half a sleep, speaking to the customer...... On the contrary think about you sitting in a chair with your spine straight and speaking to the customer. Tell me, where would your communication be more appropriate or in other words in which situation would you have done better justice to the communication.... The answer is obvious.. it will be in the second one.

This proves that Body Language has a definite impact on 'The way you say it"

I will give you one more example...Your boss has reprimanded you... it was very harsh and your mood is spoilt.... at this juncture your colleague comes to you and talks about an important assignment that has to be completed ASAP.. or you receive a call from an irate customer who wants to speak to you immediately........ Howz that......How do you feel......Will you be able to give full attention to the task or will you be able to give your 100% to the customer.... Yes, if you think you can you can.. but its very difficult..You would require high level of maturity to distinguish yourself from one situation to another. Usually it is the otherway around. You will not be able to speak to the customer with your usual spirit and manner. Why because your emotions become a barrier in your communication. These emotions are a part of your body language.

A customer can feel your smile on the other side of the phone. Anytime in the past, while speaking to your friend... have you ever felt.. he was not listening.. or he was disinterested in the conversation.. why.... how.... because he wasn't smiling.... his body language was not appropriate. Thats the key...

One more example.... its 5.00 am in the morning and you are in deep sleep and you get a call from your friend.... how will your response be... Highly enthusiastic?? definitely not.... It will be in the most sleepish form...... Why.. because your body language is such at this juncure... your emotions are different at that time... I hope you got the point...