non-verbal communication professionanl communcaiton
- 1. NON-VERBAL COMMUNICATION “The most important thing in communication is to hear what is not being said” -Peter Drucker
- 2. • Non -Verbal Communication is the message or response not expressed or sent in words -hints , suggestions , indications. • ♦Actions speak louder than words. • ♦There is a distinction between the meanings we ‘give’ in words and the meanings we ‘give –off ’ in NV signals. • Non -Verbal signals are unconscious parts of our behavior which is a deeply rooted in our entire makeup. • ♦In fact, it is the most basic part of our personality
- 3. IMPORTANCE OF NON-VERBAL COMMUNICATION • ♦Communication researcher Mehrabian found that only 7% of a message’s effect are carried by words ; listeners receive the other 93% through non -verbal means. • ♦Birdwhistell suggested that spoken words account for not more than 30-35% of all our social interactions. • ♦Over 65 percent of the social meaning of the messages we send to others are communicated non-verbally.
- 4. THREE ASPECTS OF COMMUNICATION VERBAL (7%) VOCAL (38%) VISUAL (55%)
- 5. Nonverbal communication cues can play five roles: • Repetition • Contradiction • Substitution • Complementing • Accenting
- 6. Types of Non-verbal Communication Kinesics Paralanguage or Para Linguistics Proxemics Haptics Occulesics Chronemics Artifacts
- 7. Kinesics Defined - the study of posture, movement, gestures, & facial expression.
- 8. Functions • Replacing spoken messages. • Sending uncomfortable messages. •Reinforcing and modifying verbal messages
- 9. POSTURE
- 11. Some common postures: • arms folded across the chest : unsympathetic • arms held loose : open positive attitude • upright posture : high status , I am the boss • bowing head : lower status • sideway lean : relaxation, friendliness • self wrapping : withdrawal, self protection • slouching with forward lean : lowliness • moderately upright : enthusiasm, friendliness
- 12. FACIAL EXPRESSIONS Facial expressions reflect emotion, feelings and attitudes
- 13. The Face ♦The face is an important source of information. ♦Since the face cannot be easily hidden, it is an important source of nonverbal information and communicates a variety of emotions. ♦In addition, eye contact, pupil size, and the smile provide additional cues to informed observers.
- 16. Facial Expressions (Face) Forehead Wrinkles Anger Eyebrows Outer edges up Anger Nose Upwards Contempt Contempt
- 17. Lips • Parted relaxed, happy • Together possibly concerned • Wide Open very happy/very angry
- 18. Arms Arms Crossed Angry, Disapproving Open Honest, Accepting
- 19. Hands On Top of the Head Amazement Scratching Head Puzzled , Confused Rubbing Eyes Tired Rubbing Chin Thinking, Timid, Shy
- 20. Fingers Fingers Interlocked Tense Pointing at you Angry OK Signal Fine V Sign Peace
- 23. Responsive EAGER (sprint position) ♦Open Legs ♦Feet under Chair ♦On Toes ♦Leaning Forward READY TO AGREE • closes papers • Pen Down • Hands Flat on Table ENGAGED leaning forward • Open Body • Open Arms • Open Hands
- 24. Reflective • LISTENING with head tilted • Lots of Eye Contact • Nodding • High Blink Rate • EVALUATING : sucking glasses / pencil • Stroking Chin • Looking Up and Right • Legs crossed in 4 pos. • Ankle on Knee • ATTENTIVE (standing) • Arms behind Back • Smile • Open Feet
- 25. Combative LET ME SPEAK • finger tapping • Foot Tapping • Staring AGGRESSIVE • leaning forwards • Finger Pointing • Fists Clenched DEFIANT (standing) • Hands on Hips • Frown
- 26. Fugitive BORED • Slumped Posture • Doodling • Foot Tapping • Staring into space LET ME GO • Feet towards door • Looking Around • Buttoning Jacket • REJECTION sitting/moving back • Arms Folded • Legs Crossed • Thigh on Knee • Head Down • Frown
- 27. Common Gesture Clusters Openness: Several gestures indicate openness and sincerety. Open hands, unbuttoned coal or collar, leaning slightly forward in the chair, removing coat or jacket, uncrossing arms and legs, moving closer.
- 28. When people are proud of what they have done, they usually show their hands quite openly. When they are not often put their hands into their pockets, or hide back When people show signals of openness that means they are generally beginning very comfortable in your presence which is good.
- 29. Common Gesture Clusters Defensiveness: People who are defensive usually have a rigid body, arms or legs tightly crossed, eyes glancing sideways or darting occasionaly, minimal eye contact, lips pursed, fists clenched and downcast head.
- 30. Common Gesture Clusters Evaluation: Evaluation gestures say that the other person is being thoughtful or is considering what you are saying. Sometimes in a friendly way sometimes in an unfriendly way. Typical evaluation gestures include: tilted head, hand to cheek, leaning forward and chin stroking.
- 31. Sometimes evaluation gestures take on a critical aspect. The body is more drawn back. The hand is to the face but the chin is in the palm of the hand with one finger going up the cheek and the other fingers positioned below the mouth. This is generally an unfavorable gesture.
- 32. Suspicion, Secrecy, Rejection, and Doubt These negative emotions are communicated typically by: Sideways glances Minimal or no eye contact Shifting the body away from the speaker Touching or rubbing the nose.
- 33. Common Gesture Clusters Boredom or Impatience These unproductive feelings are usually conveyed by the Drumming of fingers Cupping the head in the palm of the hand, Foot swinging Brushing or picking a lint Looking at your watch or the exit.
- 34. Common Gesture Clusters Enthusiasm This is an emotion that you love to see in other people and they in you. It is conveyed by A small upper or inward smile, Hands open and arms extended outward, Eyes wide an alert, A lively and bouncy walk, A lively and well-modulated voice.
- 35. GESTURES “LET YOUR BODY TALK ON YOUR BEHALF”
- 41. Standing Leg Cross Gestures
- 42. Hands Clenched Together The person would be more difficult to handle when the hands are held high, than he would be with the person whom hands resting on the desk position. Like all negative gestures, some action needs to be taken to unlock the person’s fingers to expose the palms and the front of the body, or the hostile attitude will remain Research by Nierenberg and Calero on the hands-clenched position brought them to the conclusion that this was a frustration gesture, signaling that the person was holding back a negative attitude
- 43. Steepling Hands People who are confident, superior types or who use minimal or restricted body gestures often use this gesture, and, by doing so, they signal their confident attitude. It is frequently used in superior/subordinate interaction and that it can be an isolated gesture which indicates a confident or 'know-it-all' attitude. Managers often use this gesture position when giving instructions or advice to subordinates and it is particularly common among accountants, lawyers, managers and the like. The gesture has two versions, The Raised Steeple - The position is normally taken when the steepler is giving his opinions or ideas and is doing the talking. The Lowered Steeple - The position is normally used when the steepler is listening rather than speaking
- 44. The Mouth Guard The mouth guard is one of the few adult gestures that is as obvious as a child's. The hand covers the mouth and the thumb is pressed against the cheek as the brain sub-consciously instructs it to try and suppress the deceitful words that are being said. Sometimes this gesture may only be several fingers over the mouth or even a closed fist, but its meaning remains the same. Many people try to disguise the mouth guard gesture by giving a fake cough. If the person who is speaking uses this gesture, it indicates that he is telling a lie. If, however, he covers his mouth while you are speaking, it indicates that he feels you are lying
- 45. Head Gestures Neutral Head Position - The position taken by the person who has a neutral attitude about what he is hearing. The head usually remains still and may occasionally give small nods. Interested Head Position - When the head tilts to one side it shows that interest has developed. Disapproval Head Position - When the head is down, it signals that the attitude is negative and even judgmental. Critical evaluation clusters are normally made with the head down and, unless you can get the person’s head up or tilted, you may have a communication problem
- 46. Generally, people who walk fast and swing their arms freely tend to know what they want and to go after that.
- 47. People who walk with their shoulders hunched and hands in their pockets tend to be secretive and critical. They don’t seem to like much of what is going on around them.
- 48. People who are preoccupied or thinking, usually walk with their heads down, hands clasped behind their backs and pace very slowly.
- 49. Handshakes
- 50. Dead fish The knuckle Grinder
- 52. Double Handed Hand Shake The intention of the double-handed handshake is to show sincerity, trust or depth of feeling towards the receiver. Left hand is used to communicate the extra feeling that the initiator wishes to transmit and its extent is related to the distance that the initiator’s left hand is moved up the receiver’s right arm. Elbow Grasp - The elbow grasp, transmits more feeling than the wrist hold, and the shoulder hold. -the wrist hold and the elbow grasp are acceptable only between close friends or relatives.
- 53. Proxemics-Space Language (study of distance individuals maintain between each other while interacting and its significance)
- 54. Zone Distances Intimate Zone Only those who are emotionally close to that person are permitted to enter it. This includes parents, spouse, children, close friends and relatives Personal Zone we stand from others at cocktail parties, office parties, social functions and friendly gatherings. Social Zone We stand at this distance from strangers, the plumber or carpenter doing repairs around our home, the postman, the local shopkeeper, the new employee at work and people whom we do not know very well. Public Zone Whenever we address a large group of people, this is the comfortable distance at which we choose to stand.
- 55. WHEN YOU INVADE MY SPACE Reactions to an invasion of your space • Feel troubled • Get defensive • Become aggressive • Retaliate
- 56. OCCULESICS “Eyes are so transparent that through them one sees the soul” “Look a person in the Eye when you Talk to him”
- 57. GAZE BEHAVIOUR • FORMAL GAZE • INFORMAL GAZE • PERSONAL GAZE • LATERAL GAZE
- 59. PURPOSE FOR EYE CONTACT • SPEAKING INFORMATION • SHOWING ATTENTION AND INTEREST • INVITING AND CONTROLLING INTERACTION • DOMINEERING, THREATENING, INFLUENCING OTHERS • PROVIDING FEEDBACK DURING SPEECH • REVEALING ATTITUDES
- 63. Too much eye contact: dominance, lack of respect, threat, wish to insult Too little eye contact: not paying attention, impolite, insincere,shy Withdrawing eyes: signal of submission
- 64. Vocal Cues Paralinguistic features – non-word characteristics of spoken language.. Paralanguage or Para Linguistics (systematic study of how a speaker verbalizes)
- 65. •Voice •Pitch variation monotones fail to keep listener’s attention People in authority or When excited speak in high pitched voice •Speaking Speed Fluency in language is not the same thing as the speed of speaking present easy parts of message at a brisk pace and difficult, complicated parts at slower pace. In state of anxiety, urgency we speak fast and when relaxed at a comfortable speed.
- 66. Non fluencies Pauses often inserted with sounds like ah, oh, uh, um, you know, OK, yawning, laughing, chuckling… Carefully and sparingly used they add fluency to speaker, give them time to breathe/ relax, make listener more alert Too frequent insertions may irritate listener
- 67. Volume Variation Loudness of our voice should be adjusted according to size of audience Some speakers believe only way to sound convincing is to speak louder Proper word stress
- 68. Time (Chronemics) •Attitudes toward time vary from culture to culture. •Countries that follow monochronic time perform only one major activity at a time (U.S., England, Switzerland, Germany). •Countries that follow polychronic time work on several activities simultaneously (Latin America, the Mediterranean, the Arabs).
- 69. Objectives - study of human use of Artifacts clothing & other artifacts as nonverbal codes.
- 70. Touch (Haptics) Touch can communicate : – Attention. – Affection. – Greetings. – Departures. – Support. Touch, when used properly, may create feelings of warmth and trust; when used improperly, touch may cause annoyance and betray trust.
- 71. Be cautious while interpreting non-verbal clusters..... • Observe and understand the non verbal signals being sent your way on a moment –to moment basis • Use eye contact • Understand the cultural nuances of the various forms of non verbal communication. • When there is a contradiction between the verbal and non verbal messages of the persons you are listening to try to assess the situation with the help of non verbal cues
- 72. •Check context: Don't try to interpret cues isolated from other such cues, from the verbal communication, or from the physical or emotional context. •Look for clusters: This is the nonverbal context itself. See if a resistance accompanies the arms being crossed to eye contact and a flat tone of voice. •Consider past experience: We can more accurately interpret the behavior of people we know. For e.g. Your mother may always hug when you come home from school and so you learn that this represents happiness in that particular situation. •Practice perception checking: Recognize that you are interpreting observed behavior, not reading a mind, and check out your observation.