Non-Verbal Communication Key to being a good communicator
Non-Verbal Communication? Does not use words Universal in appeal Relies on observation and interpretation Can be intended and un-intended May complement or contradict the oral message
Impact of a Message VOICE CONVERSATION FACE TO FACE Words 14% Body Language 55% Tone of Voice 38% Words 7% Tone of Voice 86%
Ludwig Wittgenstein says The human body is the best picture of the human soul. Personality Development
Includes: Body Language Facial Expressions Eye Contact Voice modulation Postures & Gestures Attire Appearance Handshake Personal Space Timing Behaviour Smile
EYE- CONTACT Mirror of face as well as nature. Strong anticipation of confidence. During presentation maintain eye- contact with listener. Look at people for 5 to 10 seconds before looking away, it shows involvement. Keep eye- contact at least 60 to 70 % of total time of conversation. Do not stare.
EYE- CONTACT
FACIAL EXPRESSIONS Facial expression is the most important nonverbal channel. Attitudes and emotions are successfully communicated through facial expression. Movements of eyes, eyebrows, lips and mouth. Register friendly and interested expression
SMILE Smiling and humor adds warmth and affection in a conversation. Smile improves your face value and puts the other person at ease. Smile a while and when you smile another will smile and there ll be miles and miles of smile, just because you have smiled
Voice Modulation Voice modulation mainly consists of: Intonation Stress on syllables/phrases
Voice, Tone & Manner Is your voice an asset? The four components that make up your vocal expression are relaxation, breathing, projection and resonance. Warmth, friendliness, smile, politeness, respect and personalisation come through in voice.
Empathy Reassurance Reassurance and calm Apology not arrogance Help through listening and appreciating
Non-Emotional Components A. PITCH Pitch or frequency is the shrillness of the voice. e.g. Amitabh Bachchan has a low-pitched voice while an opera singer has a high-pitched voice. A low-pitched voice commands respect, is dignified and is more serious...can also get very boring and intimidating. A high-pitched voice suggests excitement, anger, joy but can get irritating if not interspersed with low-pitched notes.
Non-Emotional Components B.VOLUME How loud one is. Every single word needs to reach the receiver clearly. The volume of your voice helps project a confident image. Too High comes across as pushy and aggressive Too Soft Comes across as uncertain and insecure
Emotional Components - Tone Happy, sad, sarcasm, etc...this is as important as your pronunciation. Tone expresses emotion, feeling and mood. You must be able to display a professional yet pleasant tone throughout the call.
POSTURES & GESTURES Are you aware how you look to others? Find out your habits. Find your nervous gesture Positive & Negative Posture Hand Movements Leg Movement
Posture Slouching gives the impression you are laid back Not a dynamic person Personality Development
Posture & Movement The way you hold yourself, your posture, makes a big contribution to your body language. Your posture can also convey self-confidence or uncertainty. Your posture gives signals about your interest in something, your openness, and attentiveness. It also gives clues as to your status within a group. Always keep your body upright to convey competence, pride and confidence.
Posture & Movement By orienting your body towards someone, you show attentiveness. By falling away from them or leaning back, you show a lack of interest and some level of reserve. When we are feeling low in confidence and want to hide away, we hunch our shoulders and keep our heads down. When we are feeling aggressive or are trying to defend our space, we puff ourselves up.
Negative Postures Crossed arms & legs. Keeping one leg on the knee of other leg. Supporting chin by palm. Improper eye-contact. Rubbing neck, nose, eye.
Movements Tapping a pen or pencil, wrapping hair around a finger, playing with a bracelet, ring or earring can send a message of nervousness, uncertainty, or uneasiness Nodding your head during conversations or interviews is actually quite important and indicates agreement or understanding, which in turn elicits a positive response from you
Movements Do not put your hands in your pockets while speaking. Worse yet, do not jingle your keys or spare change as you talk. It will seem like you are not interested in what the other person is saying
Leg Movements Crossed arms. Keeping both legs parallel on the floor. Crossing legs, crossing feet. Keeping both legs crossed on the table.
Gestures By pointing your finger, or moving your hands closer together, you can draw emphasis to what you are saying. Used in moderation, hand gestures can make you seem enthusiastic and committed to your topic. Open gestures tend to make you appear open and honest.
Gestures Making too many gestures can make you appear nervous and uncontrolled. Wringing your hands or touching your sleeves, face, etc. can make you appear tense, nervous, and sometimes dishonest. Palms slightly up and outward is seen as open and friendly. Palm down gestures are generally seen as dominant, emphasizing and possibly aggressive
ATTIRE Follow the dress etiquette of the organization. Always ensure that your clothes are neat, well fitted & well ironed. Accessories should be conservative and kept to a minimum. Shoes should be shined.
Specifics for Men ASport a tie that is well ironed Wear dark socks, mid-calf length so no skin is visible when you sit down. Leather shoes should be worn. No sandals, athletic shoes or hiking boots. No missing buttons from the shirt
Specifics for Women Wear sandals which are neither extremely dressy nor extremely casual. Thin straps and high heels are not appropriate. Keep makeup conservative and natural looking. Avoid extremes of nail length and polish color
APPEARANCE Firm shaking with proper pressure. Your appearance is a statement of who you are. It expresses motivation and professionalism. First Impressions are lasting impressions People with a pleasing appearance seem more credible, influential and more persuasive
APPEARANCE There are certain Appearances we cannot change, but can certainly deal with them Weight, height and Race Work to change people views on appearances we cannot change Accept who & how you are and be proud, this is very powerful Perfect the appearance features that you can change
HAND-SHAKE Firm shaking with proper pressure confidence and keenness. Limp Handshake inferiority complex Clasp(with both hands) warmth or respect Tight grip aggressiveness and dominance REMEMBER - Dry palm; Time.(5 Sec.); Smile and greeting
SPACE/ PROXIMITY Distance from others is crucial if you want to give off the right signals. Stand too close and you'll be marked as "Pushy" or "In your face". Stand or sit too far away and you'll be "Keeping your distance" or "Stand offish". If you move closer to someone and they back away, you're probably just a tiny bit too much in their personal space, their comfort zone. "You've overstepped the mark" and should pull back a little.
Personal Zone 18 4 Space Public Zone 12 and up Social Zone Personality Development 4 12 Intimate Zone Touching 18
Body Language Behaviour Brisk, Erect Walk Standing with hands on hips Legs Crossed, Foot Kicking Arms Crossed at Chest Hand to cheek Touching, Rubbing Nose Rubbing the eye Interpretation Confidence Readiness, Aggression Boredom Defensiveness Evaluation Rejection, doubt, lying Doubt, disbelief Personality Development
Body Language Behaviour Hands clasped behind the back Locked Ankles Rubbing hands Hands clasped, legs crossed Pinching the bridge of nose Interpretation Anger, frustration, apprehension Apprehension Anticipation Confidence, superiority Negative Evaluation Personality Development
Body Language Behaviour Tapping or drumming of fingers Patting/Fondling hair Titled Head Stroking Chin Looking down face turned away Interpretation Impatience Lack of self-confidence Interest Trying to make decision Disbelief Biting nails Pulling or tugging the ear Insecurity, nervousness Indecision Personality Development
BEHAVIOUR What you do, speaks louder than what you say
TIMING Time & Protocol Time Management Appointments; start meetings on time; stick to your time; pick the telephone
MANNERS Making introductions and appropriate greetings. Being able to initiate and maintain conversations. Extending courteous behavior to others. Knowing how to conduct yourself in stressful and/or difficult situations
MANNERS Respecting the organization and its rules. Polite and clear speech - remember your please and thank yous Conducting yourself with dignity. Detailed etiquette like holding doors for people.
Regulate your pace of talking Modulate your voice Use intonation Maintain eye contact Learn to Listen and not hear Take short pauses Think before u talk Use facial expression Use wide range of vocabulary Understand & respect your audience/the person Learn to read & understand non verbal language Keep it short & simple
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