Page 151 - E2 Integrated Workbook STUDENT 2018

Managing organisational relationships

1.4 Non-verbal communication

Not all communication is verbal – a great deal of communication can take place
without any words at all. Body language is about:

 appearance

 eye contact

 facial expression

 posture and distance

 tone.

Non-verbal actions can vary across countries and cultures.

Studies by Mehrabian suggested that only around 7% of a message is
transmitted through the actual words said, with the other 93% being conveyed
through the way the words are said and other non-verbal elements.

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