Non-Verbal Communication

1

• Non-Verbal Communication

2
Non-Verbal Communication

• Aim of session
• To give the manager the basic knowledge and
  skill to read and use body language and other
  non-verbal communication techniques effectively

3
Non-Verbal Communication

• Learning Outcomes
• At the end of the session students will be able
• to
• Identify a range of non verbal and behavioural
  factors which affect people
• Assess impact of different behaviours in the
  workplace

4
Non-Verbal Communication

• Learning Outcomes (cont)
• Assess impact of appearance and mannerisms in the
  workplace
• Interpret non-verbal signals from others

5
Non-Verbal Communication

• The spoken word
• ABC rule, language chosen, potential difficulties
  and barriers
• Comparison with written word
• Message can be assisted by use of body language
  and other non verbal communication aspects

6
Non-Verbal Communication

• Non verbal communication
• What can be included?

7
Non-Verbal Communication

• Non verbal includes
• Tone of voice, inflexion, pace of speech
• Mannerisms and gestures, hand signals
• Posture
• Way we sit, stand
• Facial expressions
• Especially use of the eyes and mouth

8
Non-Verbal Communication

• Non verbal includes (cont)
• Touching
• Spatial relationships
• The distance between people
• Our personal style/choices we make
• Our clothes, lifestyle, house, car, etc.

9
Non-Verbal Communication

• Benefits from appreciating body language
• We realise our own body language is read and
  interpreted
• Can use to improve effectiveness of verbal
  communication
• Can read other people much better, adjust own
  reactions accordingly

10
Non-Verbal Communication

• Consider the following statement
• What a weekend Ive had

11
Non-Verbal Communication

• Feelings of anger, joy, sadness, enthusiasm,
• boredom etc. are signalled by
• Tone of voice
• Pace of speech
• Pitch and volume

12
Non-Verbal Communication

• Controlling the signals
• Be aware that we do send other signals besides
  the actual words
• Learn to recognise
• Act on the information
• Adjust own body language accordingly

13
Non-Verbal Communication

• Controlling the signals (cont.)
• Anger
• If you return anger or aggression with same
  emotion, likely that a full blown row/argument
  will ensue
• Reply in a calm and even response to diffuse

14
Non-Verbal Communication

• The effect of age on body language
• Generally, the younger the person, the easier it
  is to read his/her body language
• Young children are particularly transparent
• Politeness often dictates our true feelings

15
Non-Verbal Communication

• Facial Expressions
• The face is the most expressive part of our
• body. We
• Smile frown grimace nod
• scowl wink yawn blush
• blink stare

16
Non-Verbal Communication

• Facial expressions (cont). We
• Cover our mouths
• Touch our noses or hair
• Rub our eyes or ears
• Scratch our heads
• Stroke our chins
• Chew our nails

17
Non-Verbal Communication

• Facial expressions (cont). We
• Raise our eyebrows
• Tilt our heads
• Resting our head on our hands
• Glancing sideways
• Slightly raise eyebrows or smile at same time

18
Non-Verbal Communication

• Gestures
• Use these for three main reasons
• To communicate to someone at a distance
• To accentuate what we are saying
• (Subconsciously) to echo what we are feeling

19
Non-Verbal Communication

• Posture and touching
• Spatial relationships

20
Non-Verbal Communication

• Appearance/image/style
• Seen as signs of status
• Our office (size, position, décor, furniture)
• Our clothes/jewellery
• Our main personal possessions, eg car
• Our home/address

21
Non-Verbal Communication

• Putting it all together!
• Become a people watcher
• Compare your observations with those of another,
  perhaps someone with more experience
• Become more aware of your own movements,
  gestures, facial expressions

22
Non-Verbal Communication

• Key Points
• Non verbal signals as well as the words we use,
  convey certain messages to the listener
• Body language can sometimes give a different
  message to the spoken word, and reveal our true
  emotions

23
Non-Verbal Communication

• Key points
• Three important aspects of body language are
  appearance, gesture and position
• We need to be able to interpret other peoples
  non verbal signals and make sure our own do not
  contradict the words being used
• Always maintain good eye contact