Verbal Communication and Non-Verbal Communication

Verbal Communication and Non-Verbal Communication

1. Verbal Communication

What is Verbal Communication?

Verbal communication is communication using words — spoken or written — to share information, ideas, or feelings.

Simple training definition:

Verbal communication is the use of words to communicate with customers, colleagues, and managers.

Verbal communication includes:

• Face-to-face conversation
• Telephone conversation
• Meetings
• Presentations
• Emails
• Messages
• Reports
• Instructions
• Customer service conversations

Examples of Verbal Communication in Workplace

Example 1 – Reception

“Good morning, welcome to ABC Company. How may I help you?”

Example 2 – Telephone

“Thank you for calling. I will check this for you.”

Example 3 – Handling Complaint

“I apologize for the inconvenience. We will solve this problem immediately.”

Example 4 – Giving Instructions

“Please complete this form and submit it at the counter.”

Example 5 – Email Communication

“Dear Mr. Ali, please find attached the quotation you requested.”

All these are verbal communication.

Types of Verbal Communication

Good Verbal Communication Skills

Employees must:

• Speak clearly
• Use simple language
• Be polite
• Be professional
• Listen carefully
• Avoid slang
• Avoid rude words
• Use positive words
• Confirm understanding

Positive Words to Use in Customer Service

Words can change customer experience.

2. Non-Verbal Communication

What is Non-Verbal Communication?

Non-verbal communication is communication without words — using body language, facial expressions, gestures, posture, tone of voice, and appearance.

Simple training definition:

Non-verbal communication is how we communicate without speaking.

Very important concept in training:

Customers believe what they see more than what they hear.

Types of Non-Verbal Communication

Examples of Non-Verbal Communication in Workplace

Example 1 – Customer Reception

Poor Non-Verbal Communication:

• No eye contact
• No smile
• Looking at phone
• Slouching
• Angry face

Even if staff says:

“Welcome sir.”

Customer will not feel welcomed.

Good Non-Verbal Communication:

• Smile
• Eye contact
• Stand straight
• Friendly face
• Hand gesture to sit

Customer feels welcomed even before speaking.

Example 2 – Handling Complaint

Customer complaining.

Poor Non-Verbal:

• Rolling eyes
• Looking at computer
• Interrupting
• Crossing arms
• Angry face

Customer becomes more angry.

Good Non-Verbal:

• Eye contact
• Nod head
• Calm face
• Lean slightly forward
• Take notes
• Listen carefully

Customer feels respected.

Communication Rule (Very Important for Training)

Communication Impact Rule:

People remember communication based on:

• Words – 7%
• Tone of voice – 38%
• Body language – 55%

So:

Non-verbal communication is more important than verbal communication.

Comparison – Verbal vs Non-Verbal Communication

Simple explanation for training:

Verbal communication = Words
Non-verbal communication = Feelings

Workplace Example – Combined Communication

Staff says:

“I will help you.”

But:

• No eye contact
• Angry face
• Busy typing
• No smile

Customer will not believe the words.

But if staff:

• Smile
• Eye contact
• Friendly tone
• Open posture

Even simple words create great customer experience.

Points to Remember (Very Important for Training)

1. Communication is not only speaking.
2. Body language speaks before words.
3. Smile is powerful in customer service.
4. Eye contact shows confidence and respect.
5. Tone of voice shows attitude.
6. Posture shows professionalism.
7. Listening is part of communication.
8. Do not cross arms when talking to customers.
9. Do not look at phone when customer talking.
10. Appearance is also communication.
11. Customers judge service by behavior.
12. Good communication creates good customer experience.