1. Language Department, Office of General Education, Faculty of Hospitality Industry For Excellence in Hospitality Education Arj. Zeph Norrish Principles of Communication Chapter 6: Non-Verbal Communication I

2. Principles of CommunicationSecond Semester 2013 Slide No. 2 SCOPE Chapter 6 Lecture and Discussion: Importance of Non-Verbal Communication in Hospitality Qualities of Non-Verbal Communication Different types of Non-Verbal Communication Impact of culture on Non-Verbal Communication Chapter 6 Case Study Instructor Review Student Q&A

3. Principles of CommunicationSecond Semester 2013 Slide No. 3 6.3 Defining Non-Verbal Communication Definition “Message components other than words that generate meaning” and so, what is meant by NON-VERBAL? Firstly, what is meant by VERBAL?

4. Principles of CommunicationSecond Semester 2013 Slide No. 4 6.3 Defining Non-Verbal Communication  60-70 percent of meaning may be nonverbal So…. it is that which is NOT SAID Which is MORE POWERFUL? VERBAL or NON-VERBAL?  Nonverbal communication is multidimensional

5. Principles of CommunicationSecond Semester 2013 Slide No. 5 6.3 Defining Non-Verbal Communication more convincingcontinuous less structuredlearned informallyhighly contextual Compared to VERBAL communication, NON-VERBAL communication is:

6. Principles of CommunicationSecond Semester 2013 Slide No. 6 6.3 Defining Non-Verbal Communication A.Convincing B.Continuous C.Less Structured D.Highly Contextual E.Learned Informally __ 1. I took off my hat because everyone else did. __2. I knew she was very upset because she cried. __3. How did he know I didn’t like the idea; I never said a word. __4. I though the wink meant she agreed with me. __5. I guess it was wrong to laugh during the film’s death scene. Match the NON-VERBAL QUALITY http://youtu.be/VfDWQG47pAQ E A B C D

7. Principles of CommunicationSecond Semester 2013 Slide No. 7 6.3 Defining Non-Verbal Communication The five primary functions of Non- Verbal Behavior are: 1.Expression of Emotion — emotions are expressed mainly through the face, body, and voice. 2.Communication of Interpersonal Attitudes — the establishment and maintenance of relationships is often done through nonverbal signals (tone of voice, gaze, touch, etc.). 3.Accompany and Support Speech — vocalization and nonverbal behaviors are synchronized with speech in conversation (nodding one’s head or using phrases like “uh-huh” when another is talking). 4.Self-Presentation — presenting oneself to another through nonverbal attributes such as through appearance. 5.Rituals — the use of greetings, handshakes, or other such rituals.

8. Principles of CommunicationSecond Semester 2013 Slide No. 8 6.3 Defining Non-Verbal Communication Physical Appearance Facial Expressions Eye Contact Posture Gestures Paralanguage Types of Non-Verbal Communication This week

9. Principles of CommunicationSecond Semester 2013 Slide No. 9 6.3 Defining Non-Verbal Communication Haptics (Touch) Proxemics (Space) Chronemics (Time) Types of Non-Verbal Communication Next week

10. Principles of CommunicationSecond Semester 2013 Slide No. 10 6.3 Defining Non-Verbal Communication Importance? Physical Appearance FIRST IMPRESSIONS LAST Projecting a professional, classic first impression: What we say10% How we say30% (paralanguage & gestures, etc.) How we look60% FIRST IMPRESSIONS LAST Projecting a professional, classic first impression: What we say10% How we say30% (paralanguage & gestures, etc.) How we look60% Aspects In pairs, identify KEY ASPECTS to ensure HIGH STANDARDS of APPEARANCE for MALE and FEMALEs in service. On the whiteboard, DESCRIBE your ASPECTS on the diagram. (HEAD, UPPER BODY, LOWER BODY)

11. Principles of CommunicationSecond Semester 2013 Slide No. 11

12. Principles of CommunicationSecond Semester 2013 Slide No. 12 6.4 Facial Expressions A facial expression is one or more motions or positions of the muscles in the skin to convey the emotional state of the individual to observers. The most common facial expressions are… HappinessSurprise SadnessFear Anger Contempt

13. Principles of CommunicationSecond Semester 2013 Slide No. 13 6.4 Facial Expressions What are these?

14. Principles of CommunicationSecond Semester 2013 Slide No. 14 6.4 Facial Expressions Look at these examples…

15. Principles of CommunicationSecond Semester 2013 Slide No. 15 6.4 Cultural Differences in Facial Communication Some expressions are the same, but some are different… 1.Many Asian cultures suppress facial expression as much as possible. (Thailand is an exception.) 2.Many Mediterranean (Latino / Arabic) cultures exaggerate grief or sadness. 3.Some see “animated” expressions as a sign of a lack of control. 4.Too much smiling is viewed in as a sign of shallowness. 5.Women smile more than men.

16. Principles of CommunicationSecond Semester 2013 Slide No. 16 6.4 Facial Expressions – Eye Contact Regulates conversation / engagement Occurs during approx 30% of communication Acknowledges – presence / emotion / attitude Reveals more information Differing patterns can lead to: Communication Breakdown

17. Principles of CommunicationSecond Semester 2013 Slide No. 17 6.4 Eye Contact and Gaze Most instances of miscommunication can be attributed to different patterns of eye contact. Western cultures see direct eye to eye contact as positive. Arabic cultures make prolonged eye-contact. Japan, Africa, Latin American, and Caribbean cultures avoid eye contact to show respect.

18. Principles of CommunicationSecond Semester 2013 Slide No. 18 Posture Posture can show how a person is feeling as well as hints about personality characteristics, such as whether a person is confident, open, or submissive. Closed? Open?

19. Principles of CommunicationSecond Semester 2013 Slide No. 19 Gestures Gestures may be made with the hands, arms or body, and also include movements of the head, face and eyes. Adapters Symbolic gestures Conversational gestures Gestures can be speech independent or speech related.

20. Principles of CommunicationSecond Semester 2013 Slide No. 20 6.7 Paralanguage Paralanguage is the intonation, voice quality and vocal emphasis that can enhance verbal meaning. Vocal characterizers (laugh, cry, yell, moan, whine, belch, and yawn). Vocal qualifiers (volume, pitch, rhythm, tempo, and tone). Vocal segregates (un-huh, shh, uh, ooh, mmmh, humm, eh, mah, lah). http://youtu.be/FMoLkyrfp6o

21. Principles of CommunicationSecond Semester 2013 Slide No. 21 Roleplay Activity - Demonstration You will now be given a scenario describing a ‘hospitality situation’. Also included is an aspect of Non- Verbal Communication. You have 15-minutes to prepare a 1 minute roleplay of the scenario including POOR EXAMPLES of the aspect of the NVC. You will perform your roleplay, DEMONSTRATING the POOR Non-Verbal Communication.

22. Principles of CommunicationSecond Semester 2013 Slide No. 22 Roleplay Activity - Judging You will WATCH a roleplay which demonstrates POOR Non-Verbal Communication. You will IDENTIFY the aspect of NVC which is poor. You will IDENTIFY the signs/evidence. You will SUGGEST ways to IMPROVE the NVC. You will DESCRIBE the IMPACT that it COULD HAVE on the RECEIVER and their PERCEPTION

23. Principles of CommunicationSecond Semester 2013 Slide No. 23 BREAK! Now, take a 30-minute break and then return to the class to work on a roleplay activity. Enjoy! Take a break!

24. Principles of CommunicationSecond Semester 2013 Slide No. 24 Handout Review You will now be given a handout with comprehension questions. Use the book and the notes you’ve taken to answer the questions as best as possible.

25. Principles of CommunicationSecond Semester 2013 Slide No. 25 Summary During chapter 6 we have discussed: Importance of Non-Verbal Communication in Hospitality Qualities of Non-Verbal Communication Different types of Non-Verbal Communication Impact of culture on Non-Verbal Communication

26. Principles of CommunicationSecond Semester 2013 Slide No. 26 HOMEWORK! Go to the copy shop next to the canteen and get a copy of Unit 7: Non-Verbal Communication II. Read Unit 7 and complete sections 7.1 Key Vocabulary and Chapter 7 Review: Case Study.