Page 151 - DMGT518_TRAINING_AND_DEVELOPMENT_SYSTEM

Training and Development System

Notes  Communication Involves Verbal and Non-verbal Language: Communication involves
both verbal (spoken or written) and non-verbal (body language). Interpersonal interaction
occurs on multiple, simultaneous communication channels.

Example: As you speak to transmit a message, your concurrent facial expressions or
gestures represent additional channels.

!

Caution It should be noted that when multiple channels are used, they should send
complementary messages.

Using Appropriate Verbal and Non-verbal Language

 Spoken language is only the tip of the communication iceberg. Non-verbal communication
plays a key role in promoting understanding.

 Verbal language includes spoken sentences and words used during training. It also includes
printed and other written material.

 How you speak conveys as much meaning as what you say. That is as true for the learners as
for you. How you speak includes your vocal pitch, tone, rhythm, pauses, laughter,
groaning, yawning, and other modifiers that are not considered language but that do
convey meaning.

 You can use your verbal skills to emphasize important points during training delivery.
But silence and pauses can also serve useful purposes. By deliberately pausing after you
make an important point, you help learners sense its importance and provide them with
time to reflect on it and absorb it.
 Non-verbal communication includes visibly observable behaviours between people that
convey meaning without the use of written or spoken words. Messages can be
communicated through your body movements and gestures. Gestures support or replace
spoken language and may help you emphasize a point and help a learner understand it.
Gestures linked to verbal language are called illustrators. Touch another form of
communication, can have a powerful effect on behaviour. In situations, some people react
more favourably, or feel less anxiety and less fear, when touched.

Example: Trainers can alleviate learner anxiety by placing a hand on the shoulder of the
learner.

Some trainers make a practice of greeting learners with a handshake during introductions.
Plan and deliberately incorporate them into training at appropriate places.
The physical distance between trainer and learners is a non-verbal means by which to
communicate. The intimate zone is about eighteen inches. If you get that close to another
person, you are showing a high degree of intimacy, which can be uncomfortable to some
people. The personal distance ranges from eighteen inches to about four feet. From four to
twelve feet is considered the social zone, and from twelve to twenty-five feet or more is
regarded as the public zone.
In formal presentations, the distance between the trainer and the learners is usually great.
But if you want to establish a more socially close learning environment, you should get
closer. One way to do that is to eliminate barriers such as podiums ora stage that separates
you from the learners. You can also move around the room so that you are closer to where

146 LOVELY PROFESSIONAL UNIVERSITY