Download Improving Nonverbal Communication

Chapter 6
Communication Skills
Learning Objectives
After studying this chapter, you will be able to
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Explain what communication is and how
important it is .
Describe the basic model of the communication
process.
Identify what is communicated during negotiation.
Discuss the three aspects related to the "how" of
communication.
Understand the main techniques available for
improving communication in negotiation.
What Is Communication?
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the process of sending and receiving messages
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can be defined as the process by which information
is exchanged and understood by two or more
people, usually with the intent to motivate or
influence behavior.
Benefits of Effective Communication
Quicker
Improved
stakeholder
response
Enhanced
professional
Problem solving
Stronger
decision
making
Effective
Communication
Increased
productivity
image
Clearer
promotional
material
Steadier work flow
Stronger business
relationships
Main Forms of Communication
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Internal communication—the communicating done in
conducting work within a business, such as giving
orders, assembling reports, and writing email
External communication—work-related communication
with people outside the business, such as personal
selling, telephoning, advertising, and writing messages
Personal communication—non-business-related
exchanges of information and feelings of information
and feelings among people
The Communication Process
A Model of the Communication
SENDER
ENCODE
MESSAG
E
(Return
message
decoded)
the carrier of a
communication
RECEIVER
Channel
DECODES
MESSAGE
Noise
Feedback Loop
(Return message
encoded)
Channel
encode: to select symbols with which to compose a message
message: the tangible formulation of an idea to be sent to a receiver
decode: to translate symbols used in a message for the purpose of interpreting its meaning
feedback: a response by the receiver to the sender’s communication
Choosing a Communication Channel
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Face-to-face communication (e.g. Negotiation)
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Teleconferencing
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Telephone and Voice Mail（also known as voice
message or voice bank）
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Written Communication
What is communicated during
negotiation?(p165)
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Offers, Counteroffers, and Motives
Information about alternatives
information about outcomes
Social accounts
Communication about process
How people communicate in
negotiation? (p169)
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Use of language
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Use of nonverbal communication
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Selection of a communication channel
Selected Communication Tools
internal
external
spoken
• Face-to-face
talk
• Meetings
• Appraisal (评
估)interviews
• Get-togethers
written
• Memos
• E-mail
exchanges
• Intranet
newsletter
• Media
interviews
• Public
speeches
and panel
discussions
• Presentations
• Annual report
etc.
•Advertisements
• Brochures,
flyers（广告传单）
• Websites
Verbal Tactics
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Asking questions
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Making commitments
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Making high initial offers (requests)
Asking questions
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Probing
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Specific
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to gain information before major attack
to force an admission based on the information
gained
Attacking
Asking questions
Clarifying
e.g. “What specific information do you need me to
provide?” Or “Precisely when do you want the
report?”
 Verifying
e.g.“As I understand it, your plan is . . .”; “It sounds like
you’re saying . . .”; or “This is what you’ve decided,
and the reasons are . . .”
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More Common Verbal Tactics
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Promise
Threat
Recommendation
Warning
Reward
Punishment
Normative Appeal
Commitment
Self-disclosure
Command
What’s nonverbal communication?
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Nonverbal communication is communication that conveys
meaning without words. (Researchers have estimated that 85
percent of all communication is nonverbal.)
Sana Reynolds et al(2004,76)
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Nonverbal communication involves all those nonverbal stimuli
in a communication setting that are generated by both the
source and his or her use of the environment and that have
potential message value for the source or receiver.
Larry A. Samovar et al (2004,169)
Types of nonverbal communication
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Facial Expression
Gesture and Posture
Vocal Characteristics
Personal Appearance
Touching Behavior
Use of Time and Space
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John V. Thill et al (2004:51)
Eye Contact
Facial Expression
Hand Gestures (including
gestures and touching)
The Use of Physical
Space
Silence and The Rhythm
of Language
Larry A. Samovar et al (2004:169)
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Body language may provide clues as to the
attitude or state of mind of a person. For
example, it may indicate aggression,
attentiveness, boredom, relaxed state, pleasure,
amusement, and intoxication, among many other
cues.
Functions of Nonverbal Communication
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Reinforcement: complement
Negation:more accurate indicator
Substitution: replace
Intensification:emphasize
Regulation:modulate
John V. Thill et al (2004:52)
Functions of nonverbal communication
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Detecting the Truth
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Lengthy response time
Distancing
Uneven speech
Gap filling
Raised pitch
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Maximizing Your
Credibility
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Eye behavior
Gestures
Posture
Voice
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John V. Thill et al (2004:53)
Silence (p176)
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Troubling silence
 when one party is highly emotional, or their approach is
threatening or extremely demanding.
 sometimes regarded as disapproval; no specific
disapproval is voiced, not be treated as an attack.
Active Listening
 The listener may actually be able to get a clearer picture
of the other party’s ideas;
 the discipline of focusing on other opinions can also give
the listener the chance to reflect on the process and
strategy.
Improving Nonverbal Communication
Interpret Nonverbal Signals Carefully
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Believe the nonverbal signal when what one says conflicts
with how he/she moves, looks or acts.
Learn to recognize the telltale signs that indicate a person
is not telling the truth
Be aware that people may gave false nonverbal cues
Remember, few gestures convey meaning in and of
themselves.
Consider nonverbal signals in the context of situation and
culture.
Improving Nonverbal Communication
Pay Close Attention to the Nonverbal Signals You Send
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Avoid giving conflicting signals.
Try to be as honest as possible in communicating your emotions.
Smile genuinely.
Maintain the eye contact your audience expects.
Be aware of your posture and of the gestures you use.
Try to use appropriate vocal signals while minimize unintentional
messages.
Respect your audience’s comfort zone.
Adopt a handshake that matches your personality and intention.
Be aware of varying attitudes toward time.
Use touch only when appropriate.
Guidelines and Limitations
of nonverbal communication
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Nonverbal communication is often ambiguous
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We are more than our culture
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Nonverbal communication seldom opearates in
isolation
Video Analysis
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Watch the video and identify the key changes of the
two versions.
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Comment on the body language of both presenter
and audience.
Andrew’s different body language in
version 2
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He interacts more with the audience.
He maintains more eye contact.
He allows time for questions.
He checks understanding/agreement.
He is more flexible about address issues that
the audience want to know.