10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS

10/27/20152 Introduction What you do, how you look and the sound of your voice can send nonverbal messages that are even more powerful than words.

10/27/20153 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

10/27/20154 Section 1 “Principles of Non-verbal Communication”

10/27/20155 Categories of Nonverbal Sounds Kinesics Environment

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

10/27/20157 Function of Nonverbal Contradicts verbal Receiver will believe nonverbal over verbal Can lead to confusion

10/27/20158 Function of Nonverbal Substitutes for verbal

10/27/20159 Characteristics of Nonverbal Subconscious Most often sent and received at this level

10/27/ Characteristics of Nonverbal Contextual Competent communicator takes circumstances into account before making judgments 1.Touch, glance, smile = positive 2.Avoid eye contact, frown, fold arms = negative

10/27/ Characteristics of Nonverbal Cultural Signal in one culture may be entirely different in different cultures U.S State Department has experts to advise diplomats

10/27/ Characteristics of Nonverbal Ambiguous No specific meaning except that assigned May last a split second 1.May be unnoticed 2.May be misinterpreted

10/27/ Characteristics of Nonverbal Advice Increase awareness and sensitivity Process on a conscious level When confused use perception checks

10/27/ Section 2 “Using Nonverbal Communication to Create a Professional Image”

10/27/ Characteristics of Positive Professional Image Confidence Believes in self and skills Conveys to others a belief in ability to accomplish tasks and build relationships

10/27/ 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

10/27/ 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

10/27/ Characteristics of Positive Professional Image Assertiveness Projects messages conveying and commands respect Doesn’t impose will on others Uses tact, persuasion and logic

10/27/ Characteristics of Positive Professional Image Immediacy Approachable, open Others feel they have full attention

10/27/ Types of Nonverbal Voice Kinesics Environmental Cues

10/27/ Types of Nonverbal Body talk

10/27/ Types of Nonverbal Environmental cues

10/27/ Characteristics of Voice Pitch Closely tied to emotion High or low sound on a musical scale 1.High= stress, fear, tension, excitement, youth 2.Medium = calmness, confidence 3.Low = sadness, tenderness, concern Pleasant to listen to Long use lulls listeners

10/27/ Characteristics of Voice Pitch Range = variations possible – high/low Inflections = rising & falling - adds variety 1.Same pitch = monotone/very ineffective

10/27/ Characteristics of Voice Volume Louder/softer Speaker is responsible for being heard Loud= overbearing or rude Soft = shy, incompetent Use listener to judge appropriateness 1.Leaning forward – talk louder 2.Leaning back = talk softer

10/27/ Characteristics of Voice Tone Vocal quality Can be mellow, weak, harsh Resonance comes from breathing deeply and using the diaphragm

10/27/ Characteristics 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

10/27/ 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

10/27/ Cues That Accompany Voice Laughter Often conveys humor, friendliness, acceptance Can convey cruelty or sarcasm 1.Analyze context 2.Is laughter controlled 3.Avoid loud, raucous laughter 4.Laugh WITH others not AT them 5.Learn to laugh at yourself 6.Use to promote goodwill

10/27/ Cues That Accompany Voice Vocalizations Sighs, whines, throat clearing Overuse will clutter speech

10/27/ Characteristics of Kinesics Personal appearance People respond first to sight Appearance can block communication Culture overrides all else

10/27/ Characteristics of Kinesics Personal appearance Grooming 1.Clean, conservative 2.Avoid unnatural colors and fad cuts 3.Take cue from majority even if style is not forbidden 4.1 earring per ear for females, none for males 5.Cover tattoos

10/27/ Cues That Accompany Kinesics Kinesics Posture 1.Straight and relaxed = confident 2.Makes clothes fit better Muscular tone and tension 1.Taut muscles, stiff neck, jerky movements = stress 2.Relaxed = comfortable and in control

10/27/ Cues That Accompany Kinesics Movement and gesture Movement = gait = way you walk 1.Don’t take long, aggressive strides 2.Don’t shuffle or drag feet

10/27/ Cues That Accompany Kinesics Movement and gesture Gesture reinforces message or substitutes for speech Cultural 1.U.S. – nod = yes 2.Turkey/Greece – nod = no Can be distracting

10/27/ Cues That Accompany Kinesics Facial Eye 1.Direct = honest, respect 2.Avoidance = dishonest, hiding something cultural

10/27/ Characteristics of Environmental Cues Spatial Intimate – up to 18 inches Personal – 18 to 24 inches Social – 4 to 12 feet Public feet

10/27/ Characteristics of Environmental Cues Territory Respect territory of others Maintain your own

10/27/ Characteristics of Environmental Cues Touch Handshake is more appropriate in business than a hug or pat

10/27/ 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

10/27/ Characteristics of Environmental Cues Artifacts Keep in good repair Color creates atmosphere Classic, clean, conservative 1.Navy, brown, black, grey = professional colors

10/27/ Characteristics of Environmental Cues Fragrance and odor Most direct link to memory Use light and sparingly or go fragrance free

Dealing with Differences Ethnicity –Don’t use physical features –consider culture not ethnicity 10/27/201543

Dealing with Differences Gender American culture = C as equals Others = females defer to males 10/27/201544

Dealing with Differences Age Don’t consider it 10/27/201545

10/27/ 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.