Download Chapter 5 Notes - Ector County ISD.

Chapter 5
“Understanding
Nonverbal
Communication”
OHS
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Introduction
What you do, how you look
and the sound of your voice
can send nonverbal messages
that are even more powerful
than words.
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Topics of Discussion
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• Categories of nonverbal
• Functions of nonverbal
• Characteristics of nonverbal
• Characteristics of positive
professional image
• Types of nonverbal communication
• Characteristics of voice
• Cues that accompany speech
• Voice production
• Body talk
• Environmental nonverbal cues
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Section 1
“Principles of Non-verbal
Communication”
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Categories of Nonverbal
Sounds
Kinesics
Environment
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Function of Nonverbal
Reinforces verbal
messages 65% to 93%
of the time
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Function of Nonverbal
Contradicts verbal
•Receiver will believe nonverbal
over verbal
•Can lead to confusion
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Function of Nonverbal
Substitutes for verbal
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Characteristics of Nonverbal
Subconscious
•Most often sent and received at
this level
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Characteristics of Nonverbal
Contextual
•Competent communicator takes
circumstances into account before
making judgments
1. Touch, glance, smile = positive
2. Avoid eye contact, frown, fold
arms = negative
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Characteristics of Nonverbal
Cultural
•Signal in one culture may be
entirely different in different
cultures
•U.S State Department has experts
to advise diplomats
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Characteristics of Nonverbal
Ambiguous
• No specific meaning except that
assigned
• May last a split second
1. May be unnoticed
2. May be misinterpreted
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Characteristics of Nonverbal
Advice
•Increase awareness and sensitivity
•Process on a conscious level
•When confused use perception
checks
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Section 2
“Using Nonverbal
Communication to Create a
Professional Image”
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Characteristics of Positive
Professional Image
Confidence
•Believes in self and skills
•Conveys to others a belief in ability
to accomplish tasks and build
relationships
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Characteristics of Positive
Professional Image
Poise
• Read situations and act accordingly
• Don’t hesitate in speech
• Seldom uncertain how to act
• Keeps cool in stressful situations
• Conveys control of self and situation
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Characteristics of Positive
Professional Image
Assertiveness
• Sense of purpose
• Confident of self and beliefs – not afraid to
take a stand
• Doesn’t allow pushing, bullying or
inconsiderate people to treat them unfairly
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Characteristics of Positive
Professional Image
Assertiveness
•Projects messages conveying and
commands respect
•Doesn’t impose will on others
•Uses tact, persuasion and logic
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Characteristics of Positive
Professional Image
Immediacy
• Approachable, open
• Others feel they have full attention
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Types of Nonverbal
Voice
Kinesics
Environmental Cues
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Types of Nonverbal
Body talk
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Types of Nonverbal
Environmental cues
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Characteristics of Voice
Pitch
• Closely tied to emotion
• High or low sound on a
musical scale
1. High= stress, fear, tension,
excitement, youth
2. Medium = calmness,
confidence
3. Low = sadness, tenderness,
concern
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 Pleasant to listen to
 Long use lulls listeners
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Characteristics of Voice
Pitch
• Range = variations possible – high/low
• Inflections = rising & falling - adds variety
1. Same pitch = monotone/very ineffective
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Characteristics of Voice
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Volume
• Louder/softer
• Speaker is responsible for
being heard
• Loud= overbearing or rude
• Soft = shy, incompetent
• Use listener to judge
appropriateness
1. Leaning forward – talk louder
2. Leaning back = talk softer
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Characteristics of Voice
Tone
•Vocal quality
•Can be mellow, weak, harsh
•Resonance comes from breathing
deeply and using the diaphragm
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Characteristics of Voice
Duration
• Rate
1. Too fast = hard to follow
2. Too slow = loss of interest
3. Variety is best
4. Speeding up and slowing down holds interest
• Tempo = rhythm
• Analyze feedback
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Cues That Accompany Voice
Pauses/silence
• Pause = short break
• Silence = longer break
• Punctuates by setting off thoughts
• Provokes thought
• Develops curiosity or suspense
• Dramatic effect
• Raises questions
• Demonstrates a willingness to listen
• Expresses approval, disapproval or apathy
• Demonstrates courtesy, respect, intense emotion
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Cues That Accompany Voice
Laughter
• Often conveys humor, friendliness, acceptance
• Can convey cruelty or sarcasm
1. Analyze context
2. Is laughter controlled
3. Avoid loud, raucous laughter
4. Laugh WITH others not AT them
5. Learn to laugh at yourself
6. Use to promote goodwill
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Cues That Accompany Voice
Vocalizations
•Sighs, whines, throat clearing
•Overuse will clutter speech
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Characteristics of Kinesics
Personal appearance
• People respond first to sight
• Appearance can block communication
• Culture overrides all else
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Characteristics of Kinesics
Personal appearance
• Grooming
1. Clean, conservative
2. Avoid unnatural colors and fad cuts
3. Take cue from majority even if style is not
forbidden
4. 1 earring per ear for females, none for
males
5. Cover tattoos
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Cues That Accompany Kinesics
Kinesics
• Posture
1. Straight and relaxed = confident
2. Makes clothes fit better
• Muscular tone and tension
1. Taut muscles, stiff neck, jerky movements
= stress
2. Relaxed = comfortable and in control
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Cues That Accompany Kinesics
Movement and gesture
• Movement = gait = way you
walk
1. Don’t take long, aggressive
strides
2. Don’t shuffle or drag feet
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Cues That Accompany Kinesics
Movement and gesture
• Gesture reinforces message or
substitutes for speech
• Cultural
1. U.S. – nod = yes
2. Turkey/Greece – nod = no
• Can be distracting
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Cues That Accompany Kinesics
Facial
• Eye
1. Direct = honest, respect
2. Avoidance = dishonest, hiding something
• cultural
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Characteristics of
Environmental Cues
Spatial
• Intimate – up to 18 inches
•Personal – 18 to 24 inches
•Social – 4 to 12 feet
•Public 12 -25 feet
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Characteristics of
Environmental Cues
Territory
•Respect territory of others
•Maintain your own
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Characteristics of
Environmental Cues
Touch
•Handshake is more
appropriate in business than
a hug or pat
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Characteristics of
Environmental Cues
Time
• Use of time reflects priorities
• All have same time, not same
talent, more or physical ability
• Mandated slices
• Learn when to say no
• Staying within limits = responsible
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Characteristics of
Environmental Cues
Artifacts
• Keep in good repair
• Color creates atmosphere
• Classic, clean, conservative
1. Navy, brown, black, grey =
professional colors
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Characteristics of
Environmental Cues
Fragrance and odor
•Most direct link to memory
•Use light and sparingly or go
fragrance free
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Dealing with Differences
• Ethnicity
– Don’t use physical features
– consider culture not ethnicity
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Dealing with Differences
• Gender
• American culture = C as equals
• Others = females defer to males
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Dealing with Differences
• Age
• Don’t consider it
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What This Means
You are more than what you
say. Everything about you
reflects how you perceive
yourself and how you think
others perceive you.
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