How Humans Communicate

7/31/2019 How Humans Communicate

1/54

How Humans Communicate

We communicate in morethan verbal termshow?

We communicate verbaland non verbal

Voice inflectionhow we say it


2/54

Gestures

For centuries it has been known that a person canlie with words, but it is almost impossible for him

to lie with his gestures In fact, the truismAction Speaks Louder than

Wordspoints out that when words and gesturesare in conflict, the gestures will be correct.

That is, even though almost everyone finds it easy to liewith words, no sane person can lie to himself. It is thatlie that creates physical and/or vocal gestures andchanges


3/54

What Causes Gestures

Most gestures are based on homeostasis-

that a person wants to remain in a stable

condition

When a person lies, he becomes tense.

- This increase in tension makes him become

unstable, so that to reduce tension he has toexpend energy


4/54

Physical Gestures

Movement (physical gestures) is the best

way to expend energy in order to reducethis tension.

As an example, what is the expectant father in

a waiting room at the maternity hospital

always shown doing?


5/54

Autonomic Nervous System

Works automatically

Controls internal organs Controls glandular secretions

Can not be controlled

Autonomic Nervous System-Two divisions Sympathetic

Parasympathetic


6/54

Sympathetic

Prepares the body for action

Increases the heart rate and blood pressure

Releases stored glycogen for quick energy

Releases red blood cells to carry oxygen andremove waste

Increases sweat gland activity

Increases breathing rate

Pupils will dilate


7/54

Sympathetic

Clotting enzymes are released to prevent bleeding

Hair will stand on end

Digestive system is slowed down, and blood is

redirected to the muscles of the arms, legs, and

back, as well as the brain, heart, and lungs

Senses are heightened


8/54

Recognizing Fight or Flight

Body function/gestures

Rubbing of neck

Touching of nose

Sweating

Uneasiness

Lower center/gravity

Repeat phrases

Limbering

Rocking

Hands clenched

Deep/rapid breathing Focus stare

Break in eye contact

Strained voice

Distraction Clenched jaw

Grooming


9/54

Parasympathetic

Starts to bring the body back to normal

It acts as the brake

Prepares the body for relaxed/vegetative

state


10/54

The Sympathetic and

Parasympathetic nervous systemsare in a constant push-pull

competition with each other in

order to maintain a normalhomeostatic environment.


11/54

Rapport

The ability to establish rapport is one of the mostimportant skills that a person can have.

To be a good performer, a good salesperson, a goodparent, or a good friend, the ability to form apowerful human bond and a relationship ofresponsiveness.

Rapport is a necessary ingredient to be developedbetween the subject and the interviewer, from theonset.

once rapport is established, you have begun the yes

attitude.


12/54

Rapport (continued)

In general we gravitate towards people that

we consider similar to us, because peoplelike people who are like themselves!!!

Rapport is an essential basis for successful

communication- if there is no rapport there isno (real) communication.


13/54

The Time Line to

Build Rapport

55% of what we say is non-verbal!!

When you first meet someone they will makeup their mind within the first four minutes to

either to accept or reject you.

First impressions are important.

4 minutes to be accepted or rejected.


14/54

Zero the Scales

In order to read body language you need to be able

to observe the person when he is normal and not

under stress.

Resting pointGround Zero

Small talk/rapport

No stress

Bring them up and down through communication

and compare the reactions


15/54

Body Language

Behavioral analysis is valid only when thereare clusters of mutually supported gestures

accompanying verbal statements In other words, The Words

Should Fit The Music

Compare the persons gestures occurring when thecrime questions are discussed to those gestureswhen the proper control questions are discussed


16/54

Conversational Techniques

He who has the

most information

wins


17/54

Conversational Techniques

Be polite and friendly

Try not to antagonize him/her more likely to give you information if at ease

and thinks youre just being friendly


18/54

BODY LANGUAGE

Read the face, hands, arms, feet and legs inclusters and not necessarily as individual

areas. Ask yourself, DO THEY ALLAGREE A calm face with a lot of arm andfeet movement, is generally indicative of

deception. During the interview, repeatrelevant questions, and look for repetitivebehavioral symptoms of deception.


19/54

Observe Non-verbal Behavior Symptomsin response to your Questions

Speech appears abnormal Changes in rate of speech Change in volume of speech.

Sweating. Trembling.

Fidgeting-Constantly touching chin or nose, pullingon ear lobe, or scratching.

Increased or rapid breathing. Unconsciously touching or grabbing pockets.

White of eye may redden.

Lack of eye contact- Doesnt look at you at all or

keeps looking away.


20/54

Mirroring Techniques

Interest- Sports-Politics- Beliefs- Body

Language- Verbal Communication

Matching another persons body language is

the easiest and most obvious technique,

however a difference exists

between mimicry and matching

Adopt the same body movement


21/54

Anchoring

An anchor is a representation, either internal,

as with a picture or feeling, or external, as

with a touch- sound that triggers another

such representation

Attempt to secure the

anchor with a touch or

sound


22/54

The Rate We Speak

We speak____________words per minute

We think_____________words per minute

Significant hesitation is a strong sign of

deception!!!


23/54

Be Aware When You Hear

the Following

The individual using the following words does

so to attempt to prove his truthfulness

Honestly, or to be completely honest with you

Truthfully, or to tell the entire truth

Believe me, or you are going to find this hard to believe

I wouldnt lie to you Really, or to tell the truth

Flag expressions- strong sign of deception


24/54

Truthful Individual

Attitude Non-verbal Verbal

Composed Smooth posture

changes

Reasonable, direct &

plausible answers

Concerned Open gestures Smooth tone of voice

Cooperative Good eye to eye Complete & clear

answers

Direct &Spontaneous

Frontally aligned Uses realistic words

Sincere Leans forward Volunteers

Open Upright, open palms No long delays


25/54

Deceptive Individual

Attitude Non-Verbal Verbal

Overly anxious Erratic & Rapid changes Answers to early, specific

denials

Defensive Specific on key questions Irrational responses, one

word answers

Unconcerned Frequent gestures,

Barriered posture, Rigid &

Immobile

Mental blocks, Challenges,

unjust anger, Qualifies

responsesOverly polite Slouched, overly casual,

lacks frontal alignment

Avoids realistic words

Guarded Hand over mouth or eyes,

Insincere tone of voice

I dont know I dont

recall


26/54

Clues That Indicate Deception

Hesitation

Laughter

Yes/No questions

Qualifying

Story does not fit

Breakers

Questions back

Diversion

No memory

Overly polite

Fillers

Too good memory

Question factual info

Avoid harsh words


27/54

Clues (continued)

Qualify answers

Very difficult to anger

Deceptive anger at first, then gets over it

Deny crimes specifically

Will not let you finish question


28/54

BODY LANGUAGE

Read the face, hands, arms, feet and legs inclusters and not necessarily as individual

areas. Ask yourself, DO THEY ALLAGREE A calm face with a lot of arm andfeet movement, is generally indicative of

deception. During the interview, repeatrelevant questions, and look for repetitivebehavioral symptoms indicative of deception


29/54

Representational Systems

In Neuro-Linguistic programming,

Representational systems denote ways

people take in, store, and code information in

their minds

These systems pertain to the principal

Human senses-Seeing (visual)

Hearing(auditory)and Feeling(kinesthetic)


30/54

Representational Systems

(continued) People constantly see, hear, and feel whatever

transpires around them

When individuals relate these experiences to others,they mentally access the sights, sounds, or feelingsassociated with these experiences and communicatethem through their Predominant Representational

System. Visual

Auditory

Feeling


31/54

Communication Channels

We communicate in different channels

Important tool to build rapport

Provides the direction to follow

Leads to lack of communication if not usedcorrectly

Three Channels:VisualAuditoryKinesthetic (feeling)


32/54

Visual

Speaks fast and in visual terms.

Eyes move upward.

Picture objects in their mind.

Fast/shallow breathing.

Visual people like movies, smiles etc.


33/54

Auditory

Speak slower, more measured

Point to ears

Eyes move at ear level

Breathing is lower in chest/slower

They hear things Like to tell stories/listen to music


34/54

How People Communicate

VISUAL AUDITORY KINESTHETIC

I see your point I hear what you

are saying

That is rock

solid

Am I painting a

clear picture

Does this sound

right to you

Can you get a

handle on this

That is prettyhazy to me

Is this loud andclear to you

Can you graspthis

My image is

crystal clear

This doesnt

ring a bell

My gut feeling

is to say no


35/54

Eye

Accessing

Those Lying Eyes


36/54

Ralph Waldo Emerson

The eyes of men converse as

much as their tongues, withthe advantages that the ocular

dialect need no dictionary, butis understood the world over.


37/54

Eye Accessing

Eye patterns were discovered by Dr. Richard

Bandler and John Grinder, co-developers of NLP The eyes are truly the window to the mind

We communicate 55% in non-verbal

Facial expressions are most predominant

Can tell you what individuals are thinking!

The eyes transmit the subtle nuances


38/54

When Interviewing, Watch the

Eyes!!!! Can read the strategy of the person

Can see if the story is being recalled orconstructed

Some people are very visual


39/54

Goals

Learn how we communicate through eye movement

Under what Eye Accessing is

Enhance skills to read eyes to help identify people

who are recalling and constructing

Understand what communication channels are

This skill is a tool that can be used by every lawenforcement officer


40/54

Questions That May Trigger a

Visual Response Who was your first prom date

Dates of birth

Describe important events in your life

Describe what you did on any given date

Who was your high school history teacher

Responses should be re-call information

Eyes should track to the left


41/54

Auditory Responses

What is your favorite song

What sound does an eagle make

What is the fifth word in the star spangledbanner

What does a storm sound like

The eyes should stay on the same plane asthe ears with auditory responses


42/54

Kinesthetic Responses

Types of questions that will stimulatekinesthetic responses

First love Tragic event

The warmth of the sun

With kinesthetic response, people will usually look

down and the defensive mechanism will be relaxed Most people who confess, will confess while in this

kinesthetic state


43/54

The Process to Follow

Ask neutral questions

Determine dominate communication channel

Begin to focus in on how the personcommunicates

Be aware of left/right brain dominate

Focus in on threatening specific questions

Watch the eyes


44/54

Conclusion

Eye accessing is a powerful tool

Use it to determine truth

Practice by watching television interviews

This takes a great deal of practice and

concentration


45/54

Are You Listening?

Good communication is an agreement of the minds

Good listening increases the dialogue

Good listening enables you to understand and

respect the other persons point of view

Good listening demands your attention


46/54

Controlling Hostile Situations

Voice commands

Orders

Voice inflection

Stop

Stand still

Relax

Look at me

Dont move

See stress

Pattern interrupters

Pointing

Blading

Hand gestures

Spacing

Empathize

Active listening

Neutral phrases


47/54

Proximics

Bubble Of Space How close is too close

Predators mark off sections of woods Humans also have space

Knowledge can prevent attack

Be aware of the zones of space We will mark off.


48/54

The Danger In Space

Not recognizing issue of space

Not recognizing stress

Violating space can lead to anattack


49/54

Far Public

Beyond 25 feet

Politician

Large group

Safety/security


50/54

Close Public

12 feet to 25 feet

Limits of territory concerns


51/54

Social

7 to 12 feet

Formal social affairsMost police related shootings occur at this

distance

FBI Behavioral Science Unit study, 75% ofall officers shot in the past 10 years were

within 12 feet


52/54

Close Social

4 feet to 7 feet

Impersonal business with strangers


53/54

Intimate Zone

6 to 18

Love/friendship/children

Strangers not allowed


54/54

Personal Space

1 feet to 4 feet

Conversation Area of physical control

In this space we will get hurt

Documents

How Humans Communicate