Post on 13-Jan-2016
transcript
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Chapter 5 Chapter 5 “Understanding “Understanding
Nonverbal Nonverbal Communication”Communication”
OHSOHS
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IntroductionIntroduction
What you do, how you look and the sound of your voice can send nonverbal messages that are even more powerful than words.
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Topics of DiscussionTopics of Discussion• Categories of nonverbal• Functions of nonverbal• Characteristics of nonverbal• Characteristics of positive
professional image• Types of nonverbal communication• Characteristics of voice• Cues that accompany speech• Voice production• Body talk• Environmental nonverbal cues
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Section 1Section 1
“Principles of Non-verbal Communication”
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CategoriesCategories of Nonverbal of Nonverbal
SoundsKinesicsEnvironment
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FunctionFunction of Nonverbal of Nonverbal
Reinforces verbal messages 65% to 93% of the time
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FunctionFunction of Nonverbalof Nonverbal
Contradicts verbal•Receiver will believe nonverbal over verbal
•Can lead to confusion
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Function of NonverbalFunction of Nonverbal
Substitutes for verbal
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Characteristics of NonverbalCharacteristics of Nonverbal
Subconscious•Most often sent and received at this level
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Characteristics of NonverbalCharacteristics of Nonverbal
Contextual•Competent communicator takes
circumstances into account before making judgments
1.Touch, glance, smile = positive2.Avoid eye contact, frown, fold
arms = negative
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Characteristics of NonverbalCharacteristics of Nonverbal
Cultural•Signal in one culture may be
entirely different in different cultures
•U.S State Department has experts to advise diplomats
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Characteristics of NonverbalCharacteristics of Nonverbal
Ambiguous• No specific meaning except
that assigned• May last a split second1.May be unnoticed2.May be misinterpreted
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Characteristics of NonverbalCharacteristics of Nonverbal
Advice•Increase awareness and
sensitivity•Process on a conscious level•When confused use
perception checks
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Section 2Section 2
“Using Nonverbal Communication to Create a Professional Image”
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CharacteristicsCharacteristics of Positive of Positive Professional ImageProfessional Image
Confidence•Believes in self and skills•Conveys to others a belief in
ability to accomplish tasks and build relationships
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Characteristics of Positive Characteristics of Positive Professional ImageProfessional Image
Poise• Read situations and act accordingly• Don’t hesitate in speech• Seldom uncertain how to act• Keeps cool in stressful situations• Conveys control of self and situation
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Characteristics of Positive Characteristics of Positive Professional ImageProfessional Image
Assertiveness• Sense of purpose• Confident of self and beliefs – not
afraid to take a stand• Doesn’t allow pushing, bullying or
inconsiderate people to treat them unfairly
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Characteristics of Positive Characteristics of Positive Professional ImageProfessional Image
Assertiveness•Projects messages conveying
and commands respect•Doesn’t impose will on others•Uses tact, persuasion and
logic
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Characteristics of Positive Characteristics of Positive Professional ImageProfessional Image
Immediacy
• Approachable, open
• Others feel they have full attention
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Types of NonverbalTypes of Nonverbal
Voice
Kinesics
Environmental Cues
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Types of NonverbalTypes of Nonverbal
Body talk
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Types of NonverbalTypes of Nonverbal
Environmental cues
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Characteristics of VoiceCharacteristics of VoicePitch• Closely tied to emotion• High or low sound on a musical
scale1. High= stress, fear, tension,
excitement, youth2. Medium = calmness, confidence3. Low = sadness, tenderness,
concern Pleasant to listen to Long use lulls listeners
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Characteristics of VoiceCharacteristics of Voice
Pitch
• Range = variations possible – high/low
• Inflections = rising & falling - adds variety
1. Same pitch = monotone/very ineffective
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Characteristics of VoiceCharacteristics of VoiceVolume• Louder/softer• Speaker is responsible for being
heard• Loud= overbearing or rude• Soft = shy, incompetent• Use listener to judge
appropriateness 1. Leaning forward – talk louder2. Leaning back = talk softer
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Characteristics of VoiceCharacteristics of Voice
Tone• Vocal quality• Can be mellow, weak, harsh• Resonance comes from
breathing deeply and using the diaphragm
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Characteristics of VoiceCharacteristics of Voice
Duration• Rate
1. Too fast = hard to follow
2. Too slow = loss of interest
3. Variety is best
4. Speeding up and slowing down holds interest• Tempo = rhythm• Analyze feedback
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Cues That Accompany VoiceCues That Accompany Voice
Pauses/silence• Pause = short break• Silence = longer break• Punctuates by setting off thoughts• Provokes thought• Develops curiosity or suspense• Dramatic effect• Raises questions• Demonstrates a willingness to listen• Expresses approval, disapproval or apathy• Demonstrates courtesy, respect, intense emotion
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Cues That Accompany VoiceCues That Accompany Voice
Laughter• Often conveys humor, friendliness,
acceptance• Can convey cruelty or sarcasm1. Analyze context2. Is laughter controlled3. Avoid loud, raucous laughter4. Laugh WITH others not AT them5. Learn to laugh at yourself6. Use to promote goodwill
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Cues That Accompany VoiceCues That Accompany Voice
Vocalizations•Sighs, whines, throat clearing
•Overuse will clutter speech
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Characteristics of Kinesics Characteristics of Kinesics
Personal appearance
• People respond first to sight
• Appearance can block communication
• Culture overrides all else
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Characteristics of Kinesics Characteristics of Kinesics
Personal appearance• Grooming1. Clean, conservative2. Avoid unnatural colors and fad cuts3. Take cue from majority even if style
is not forbidden4. 1 earring per ear for females, none
for males5. Cover tattoos
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Cues That Accompany KinesicsCues That Accompany Kinesics
Kinesics• Posture1. Straight and relaxed = confident2. Makes clothes fit better• Muscular tone and tension1. Taut muscles, stiff neck, jerky
movements = stress2. Relaxed = comfortable and in
control
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Cues That Accompany KinesicsCues That Accompany Kinesics
Movement and gesture• Movement = gait = way
you walk1.Don’t take long,
aggressive strides2.Don’t shuffle or drag feet
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Cues That Accompany KinesicsCues That Accompany Kinesics
Movement and gesture• Gesture reinforces message or
substitutes for speech• Cultural1. U.S. – nod = yes2. Turkey/Greece – nod = no• Can be distracting
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Cues That Accompany KinesicsCues That Accompany Kinesics
Facial
• Eye
1. Direct = honest, respect
2. Avoidance = dishonest, hiding something
• cultural
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Characteristics of Characteristics of Environmental CuesEnvironmental Cues
Spatial• Intimate – up to 18 inches
• Personal – 18 to 24 inches
•Social – 4 to 12 feet
•Public 12 -25 feet
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Characteristics of Characteristics of Environmental CuesEnvironmental Cues
Territory•Respect territory of others•Maintain your own
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Characteristics of Characteristics of Environmental CuesEnvironmental Cues
Touch•Handshake is more appropriate in business than a hug or pat
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Characteristics of Characteristics of Environmental CuesEnvironmental Cues
Time• Use of time reflects priorities
• All have same time, not same talent, more or physical ability
• Mandated slices
• Learn when to say no• Staying within limits =
responsible
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Characteristics of Characteristics of Environmental CuesEnvironmental Cues
Artifacts• Keep in good repair• Color creates atmosphere• Classic, clean, conservative1.Navy, brown, black, grey =
professional colors
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Characteristics of Characteristics of Environmental CuesEnvironmental Cues
Fragrance and odor•Most direct link to memory•Use light and sparingly or go fragrance free
Dealing with DifferencesDealing with Differences
• Ethnicity– Don’t use physical features– consider culture not ethnicity
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Dealing with DifferencesDealing with Differences
• Gender
• American culture = C as equals
• Others = females defer to males
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Dealing with DifferencesDealing with Differences
• Age
• Don’t consider it
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What This MeansWhat This Means
You are more than what you say. Everything about you reflects how you perceive yourself and how you think others perceive you.