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

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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.