Communication skills

Components

• Verbal Communication

Components

• Verbal Communication

• Non verbal communication• Paralinguistics

• Expressions

• Hand-eye movements

Components

• Verbal Communication

• Non verbal communication• Paralinguistics

• Expressions

• Hand-eye movements

• Active listening skills

Verbal communication

• Opening Communication

Five Rules of Conversation

Conversation is a Two-Way Street

Five Rules of Conversation

Conversation is a Two-Way Street

Be Friendly and Polite

Five Rules of Conversation

Conversation is a Two-Way Street

Be Friendly and Polite

Build rapport –be nice –Don’t say you looked bored

no matter what

Five Rules of Conversation

Conversation is a Two-Way Street

Be Friendly and Polite

Build rapport –be nice – Don’t say you looked bored no matter what

Find a common groundBe interested – you will become interesting

Five Rules of Conversation

Conversation is a Two-Way Street

Be Friendly and Polite

Build rapport –be nice – Don’t say you looked bored no matter what

Find a common ground

Be interested – you will become interesting

Verbal communication

• Opening Communication

• Reinforcements

•Did you say Burning Pain ???

•So you did had loss of weight ??

Verbal communication

• Opening Communication

• Reinforcements

• Questioning

Verbal communication

• Opening Communication

• Reinforcements

• Questioning

• Effective listening

Verbal communication

• Opening Communication

• Reinforcements

• Questioning

• Effective listening

• Reflection

Gibb’s Cycle of Reflection .• What was the whole event ?

• What was good about it ?

• What was bad about it ?

• What can be the possible solutions?

Verbal communication

• Opening Communication

• Reinforcements

• Questioning

• Effective listening

• Reflection

• Closing

Aspects of Effective Speaking

• Accents

• Effect of Breath

• Quality of Voice• Volume

• Clarity

• Variety• Pace

• Volume

• Pitch- inflection – emphasis

• Pauses

Non-verbal communication consists of a complete package

of

expressions, hand and eye movements,

postures, and gestures

which should be interpreted along with speech (verbal communication).

Non – verbal communications

•Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head;

•Posture, or how you stand or sit, whether your arms are crossed.

•Eye Contact, Determines the level of trust and trustworthiness;

•Para-language, pitch, tone, and speed of speaking;

•Closeness or Personal Space (Proxemics), which determines the level of intimacy;

•Facial Expressions, including smiling, frowning and even blinking; and

•Physiological Changes, for example, sweating or blinking more when nervous.

Non – verbal communications

•Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head;

•Posture, or how you stand or sit, whether your arms are crossed.

•Eye Contact, Determines the level of trust and trustworthiness;

•Para-language, pitch, tone, and speed of speaking;

•Closeness or Personal Space (Proxemics), which determines the level of intimacy;

•Facial Expressions, including smiling, frowning and even blinking; and

•Physiological Changes, for example, sweating or blinking more when nervous.

Non – verbal communications

•Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head;

•Posture, or how you stand or sit, whether your arms are crossed.

•Eye Contact, Determines the level of trust and trustworthiness;

•Para-language, pitch, tone, and speed of speaking;

•Closeness or Personal Space (Proxemics), which determines the level of intimacy;

•Facial Expressions, including smiling, frowning and even blinking; and

•Physiological Changes, for example, sweating or blinking more when nervous.

Non – verbal communications

•Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head;

•Posture, or how you stand or sit, whether your arms are crossed.

•Eye Contact, Determines the level of trust and trustworthiness;

•Para-language, pitch, tone, and speed of speaking;

•Closeness or Personal Space (Proxemics), which determines the level of intimacy;

•Facial Expressions, including smiling, frowning and even blinking; and

•Physiological Changes, for example, sweating or blinking more when nervous.

Non – verbal communications

•Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head;

•Posture, or how you stand or sit, whether your arms are crossed.

•Eye Contact, Determines the level of trust and trustworthiness;

•Para-language, pitch, tone, and speed of speaking;

•Closeness or Personal Space (Proxemics), which determines the level of intimacy;

•Facial Expressions, including smiling, frowning and even blinking; and

•Physiological Changes, for example, sweating or blinking more when nervous.

Proxemics

• The Four Main Categories of Proxemics

• Intimate Distance (touching to 45cm)

• Personal Distance (45cm to 1.2m)

• Social Distance (1.2m to 3.6m)

• Public Distance (3.7m to 4.5m)

Non – verbal communications

•Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head;

•Posture, or how you stand or sit, whether your arms are crossed.

•Eye Contact, Determines the level of trust and trustworthiness;

•Para-language, pitch, tone, and speed of speaking;

•Closeness or Personal Space (Proxemics), which determines the level of intimacy;

•Facial Expressions, including smiling, frowning and even blinking; and

•Physiological Changes, for example, sweating or blinking more when nervous.

Non – verbal communications

•Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head;

•Posture, or how you stand or sit, whether your arms are crossed.

•Eye Contact, Determines the level of trust and trustworthiness;

•Para-language, pitch, tone, and speed of speaking;

•Closeness or Personal Space (Proxemics), which determines the level of intimacy;

•Facial Expressions, including smiling, frowning and even blinking; and

•Physiological Changes, for example, sweating or blinking more when nervous.

Body posture - positive

• Maintaining eye contact

• Smiling (if appropriate) but especially as a greeting and when parting.

• Sitting squarely on a chair, leaning slightly forward

• Nodding in agreement.

• A firm handshake.

• Presenting a calm exterior.

• Looking interested.

Negative body language includes:

• Not looking at a person when speaking.

• Tapping a foot, fingers etc.

• Rocking backwards and forwards.

• Continually clearing your throat.

• Fiddling with hair, ear lobes, jewellery, jacket, glasses, etc.

• Picking at fingers or finger nails.

• Yawning.

• Repeatedly looking at your watch or a clock in the room.

• Standing too close to others.

• Inattention to a person who is speaking

• Scratching.

Questions ??