Transcript ILM Certificate in Management

Non-Verbal Communication
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
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
Non-Verbal Communication
Learning Outcomes (cont):

Assess impact of appearance and
mannerisms in the workplace
 Interpret non-verbal signals from others
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
Non-Verbal Communication
Non verbal communication
What can be included?
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
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.
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
Non-Verbal Communication
Consider the following statement:
“What a weekend I’ve had”
Non-Verbal Communication
Feelings of anger, joy, sadness, enthusiasm,
boredom etc. are signalled by:
 Tone of voice
 Pace of speech
 Pitch and volume
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
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
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
Non-Verbal Communication
Facial Expressions:
The face is the most expressive part of our
body. We:
Smile
scowl
blink
frown
wink
stare
grimace
yawn
nod
blush
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
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
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
Non-Verbal Communication
Posture and touching
Spatial relationships
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
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
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
Non-Verbal Communication
Key points:
 Three important aspects of body language
are appearance, gesture and position
 We need to be able to interpret other
people’s non verbal signals and make sure
our own do not contradict the words being
used
 Always maintain good eye contact