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Chapter 5 “Understanding Nonverbal Communication”

Chapter 5 “Understanding Nonverbal Communication”. OHS. Introduction. What you do, how you look and the sound of your voice can send nonverbal messages that are even more powerful than words. Topics of Discussion. Categories of nonverbal Functions of nonverbal

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Chapter 5 “Understanding Nonverbal Communication”

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  1. Chapter 5 “Understanding Nonverbal Communication” OHS

  2. Introduction What you do, how you look and the sound of your voice can send nonverbal messages that are even more powerful than words.

  3. Topics 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

  4. Section 1 “Principles of Non-verbal Communication”

  5. Categories of Nonverbal Sounds Kinesics Environment

  6. Function of Nonverbal Reinforces verbal messages 65% to 93% of the time

  7. Functionof Nonverbal Contradicts verbal • Receiver will believe nonverbal over verbal • Can lead to confusion

  8. Function of Nonverbal Substitutes for verbal

  9. Characteristics of Nonverbal Subconscious • Most often sent and received at this level

  10. Characteristics of Nonverbal Contextual • Competent communicator takes circumstances into account before making judgments • Touch, glance, smile = positive • Avoid eye contact, frown, fold arms = negative

  11. Characteristics of Nonverbal Cultural • Signal in one culture may be entirely different in different cultures • U.S State Department has experts to advise diplomats

  12. Characteristics of Nonverbal Ambiguous • No specific meaning except that assigned • May last a split second • May be unnoticed • May be misinterpreted

  13. Characteristics of Nonverbal Advice • Increase awareness and sensitivity • Process on a conscious level • When confused use perception checks

  14. Section 2 “Using Nonverbal Communication to Create a Professional Image”

  15. Characteristics of Positive Professional Image Confidence • Believes in self and skills • Conveys to others a belief in ability to accomplish tasks and build relationships

  16. Characteristics of Positive Professional 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

  17. Characteristics of Positive Professional 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

  18. Characteristics of Positive Professional Image Assertiveness • Projects messages conveying and commands respect • Doesn’t impose will on others • Uses tact, persuasion and logic

  19. Characteristics of Positive Professional Image Immediacy • Approachable, open • Others feel they have full attention

  20. Types of Nonverbal Voice Kinesics Environmental Cues

  21. Types of Nonverbal Body talk

  22. Types of Nonverbal Environmental cues

  23. Characteristics of Voice Pitch • Closely tied to emotion • High or low sound on a musical scale • High= stress, fear, tension, excitement, youth • Medium = calmness, confidence • Low = sadness, tenderness, concern • Pleasant to listen to • Long use lulls listeners

  24. Characteristics of Voice Pitch • Range = variations possible – high/low • Inflections = rising & falling - adds variety • Same pitch = monotone/very ineffective

  25. Characteristics of Voice Volume • Louder/softer • Speaker is responsible for being heard • Loud= overbearing or rude • Soft = shy, incompetent • Use listener to judge appropriateness • Leaning forward – talk louder • Leaning back = talk softer

  26. Characteristics of Voice Tone • Vocal quality • Can be mellow, weak, harsh • Resonance comes from breathing deeply and using the diaphragm

  27. Characteristics of Voice Duration • Rate • Too fast = hard to follow • Too slow = loss of interest • Variety is best • Speeding up and slowing down holds interest • Tempo = rhythm • Analyze feedback

  28. Cues 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

  29. Cues That Accompany Voice Laughter • Often conveys humor, friendliness, acceptance • Can convey cruelty or sarcasm • Analyze context • Is laughter controlled • Avoid loud, raucous laughter • Laugh WITH others not AT them • Learn to laugh at yourself • Use to promote goodwill

  30. Cues That Accompany Voice Vocalizations • Sighs, whines, throat clearing • Overuse will clutter speech

  31. Characteristics of Kinesics Personal appearance • People respond first to sight • Appearance can block communication • Culture overrides all else

  32. Characteristics of Kinesics Personal appearance • Grooming • Clean, conservative • Avoid unnatural colors and fad cuts • Take cue from majority even if style is not forbidden • 1 earring per ear for females, none for males • Cover tattoos

  33. Cues That Accompany Kinesics Kinesics • Posture • Straight and relaxed = confident • Makes clothes fit better • Muscular tone and tension • Taut muscles, stiff neck, jerky movements = stress • Relaxed = comfortable and in control

  34. Cues That Accompany Kinesics Movement and gesture • Movement = gait = way you walk • Don’t take long, aggressive strides • Don’t shuffle or drag feet

  35. Cues That Accompany Kinesics Movement and gesture • Gesture reinforces message or substitutes for speech • Cultural • U.S. – nod = yes • Turkey/Greece – nod = no • Can be distracting

  36. Cues That Accompany Kinesics Facial • Eye • Direct = honest, respect • Avoidance = dishonest, hiding something • cultural

  37. Characteristics of Environmental Cues Spatial • Intimate – up to 18 inches • Personal – 18 to 24 inches • Social – 4 to 12 feet • Public 12 -25 feet

  38. Characteristics of Environmental Cues Territory • Respect territory of others • Maintain your own

  39. Characteristics of Environmental Cues Touch • Handshake is more appropriate in business than a hug or pat

  40. Characteristics of Environmental 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

  41. Characteristics of Environmental Cues Artifacts • Keep in good repair • Color creates atmosphere • Classic, clean, conservative • Navy, brown, black, grey = professional colors

  42. Characteristics of Environmental Cues Fragrance and odor • Most direct link to memory • Use light and sparingly or go fragrance free

  43. Dealing with Differences • Ethnicity • Don’t use physical features • consider culture not ethnicity

  44. Dealing with Differences • Gender • American culture = C as equals • Others = females defer to males

  45. Dealing with Differences • Age • Don’t consider it

  46. What This Means You are more than what you say. Everything about you reflects how you perceive yourself and how you think others perceive you.

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