Transcript File - Professional Communications

Nonverbal
Communication
We speak only with our mouths,
but we communicate with our
whole bodies.
90% of Communication is
Nonverbal
Gestures
Body Position
Facial Expressions
Tone of Voice
Why is it important to
understand body language?
See how people react to us and
our ideas
You can control nervous habits
and negative signals.
People respond and remember
more of what they see than
hear.
People believe actions over
words.
And Finally….
When a person’s words and
body language say different
things, we tend to believe the
body language and doubt the
words.
What would you think if these
people said they were only
friends?
Do We Believe Her?
“I love my job! I like all aspects of it,
especially talking on the phone to
clients.”
What is Positive Body
Language?
Definition – the way we use our bodies to send
messages
Relaxed posture
Relaxed arms
Good eye contact
Nodding agreement
Smiling at humor
Leaning closer
Using gestures
What is Negative Body
Language?
Body tension
Arms folded
Speaking hand to
mouth
Fidgeting
Yawning
Frowning
Remaining distant
Interpreting
Nonverbal Messages
Don't just look - see
Consider person's
normal physical behavior
Look for clusters of
signals, not just one
Facial Expressions
Six emotions are the foundation
Surprise
Fear
Anger
Disgust
Happiness
Sadness
Facial Expressions
Different Facial
Areas for different
emotions
Disgust - nose, cheek,
mouth
Sadness - brows and
forehead
Happiness - cheeks
and mouth
Fear - eyes and eyelids
Tone of Voice
The pitch and timbre (distinctive tone) show the
true feelings
“Oh” can mean…
"You surprised me."
"I made a mistake."
"You're a pain in the neck!"
"You made me so happy!"
"I'm bored."
"I'm fascinated."
"I don't understand."
Tone of Voice
Remember all of the
Types of Delivery
we discussed???
Articulation
Pronunciation
Pitch
Inflection
Volume
Rate
Four Messages of Clothing
1. Status – military uniform, shows rank
2. Occupation – company uniform with name
on it
3. Social awareness- following guidelines of
what is socially acceptable; trendy
4. Inner feelings – bright colors, somber,
conservative, loud, unique
Multicultural Messages
Frame of reference is important in understanding
symbols.
What means “Hook ‘em Horns”
in Texas, means…
Italy - insult
Brazil - good luck
Hindus - cow
In business, body language
wins out over verbal
communication.
Greetings are different
around the world
Latinos hug
Japanese bow
French kiss both cheeks
English & Americans shake hands
Romans clasped forearms
Arab citizens say “Salaam”
Eskimos slap hands on heads or
shoulders
Maoris rub noses
Polynesians embrace each other and
rub backs
East Africans spit at each other’s
feet
How Countries
Feel About Distance
Enjoy Touching
Middle East
Latin America
Italy
Greece
Russia
Don't Like Touching
Japan
U.S. and Canada
England
Australia
Middle Ground
France
China
Ireland
India
Types of Touch
Professional – handshake with
appropriate distance
Social – warm handshake with other
hand clasped
Friendship – touching shoulders, arms
around shoulders
Love – gentle hug, adoring eyes
Sexual – kissing , hands on other body
Women vs. Men
Women respond to touch differently than
men
Nurse's touch
Women- blood pressure down
Men- blood pressure up
Types of Space
Personal
1-1/2 to 4 feet
Intimate
Under 18 inches
Confidential
Exchanges
Conversations with
friends & colleagues
Public
Over 12 feet
Social
4 to 12 feet
Social & Business
Exchanges
Public Spaces like
Shopping Malls
How Do You Know When You
Violated the Rules?
Pretend you are on a business trip in a
foreign country. You are talking with
some other business people during the
lunch break and you touch a person’s
arm to get their attention. Pretend this
person perceived your touch as
inappropriate. What in this person’s
body language tells you that you have
made them uncomfortable?
Nonverbal Rules and Norm
Violations
Examples:
Men holding hands
Pushing & shoving (not forming a line)
Skipping into a business meeting
Closely facing a stranger in an elevator
Help me think of more!
Nonverbal Communication
in the Workplace
"We talk with our vocal
chords, but we
communicate with our facial
expressions, our tone of
voice, our whole body,”
Psychologist Paul Ekman
Question for You:
Most of the nonverbal
communication in the workplace
centers on what theme?
A.
B.
C.
D.
Friendliness
Efficiency
Power
Productivity
Answer:
A.
B.
C.
D.
Friendliness
Efficiency
Power
Productivity
How is POWER Displayed
Nonverbally?
POWERFUL
Lean back in chairs, fold arms behind heads and
put feet up on desk
Large, fluid gestures
Shows easy confidence and command of space
LESS POWERFUL
More rigidity (think - soldier standing at attention)
Clasped hands, arms folded
Scratch leg, touch nose, rub finger over lips, etc.
Steps to
a Professional Personality
To be successful, you have to look successful.
Confident posture- shoulders back (it
shows interest)
Don't smile constantly
Why?
Look desperate for approval; power robbing behavior
Cocking your head suggests hesitation
Don’t touch your face, fix your tie/hair
Why?
Makes you look nervous
Steps to
a Professional Personality
Be the first to interact
More likely to control the mood and content of
conversation
Be in command when seated
Forearms on the table
Don't slouch or jiggle your foot
Work on your firm handshake
What makes a good handshake?
Maintain good, direct eye contact
How to Tell Lying
Decreased hand activity
Concerned subconsciously, hands will give you away
Hide them, sit on them, clasp them together
Increased Facial touching
Earlobe pull
Hand on brow
Mouth cover
Lip Press
Hair Groom
Stiff and rigid posture
Increased body shifting
Squirming, desire to escape
Reduced eye contact
Look up and to the left
Recalling the Facts
What type of communication can you only get in
face-to-face meetings?
Which are you likely to believe–what you see or
hear?
Is body language the same worldwide?
How does space define the type of communication?
What type of nonverbal communication is the most
easily controlled?
How can you tell when someone is lying?
Are you always aware of your body language?
Should you always smile in business situations?
Look Back on Page 136 of textbook
Vocabulary
Nonverbal message
Body language
Tone of voice
Gesture
Personal space
Intimate distance
Personal distance
Social distance
Eye contact
List on Page 113 of textbook