Download Session 6 Non-Verbal Communication

INFS 112
Introduction to information
management
Session 6 – Non-Verbal Communication
Lecturer: Dr. Perpetua S. Dadzie, Dept. of Information Studies
Contact Information: [email protected]
College of Education
School of Continuing and Distance Education
2014/2015 – 2016/2017
Session Overview
At the end of the session, the student will be
able to:
• Understand the importance of Non-verbal
communication
• Understand the Levels of Communication
• Identify the Barriers to communication
• Identify how to break the barriers
• Explain the Tools of effective communication
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 2
Session Outline
The key topics to be covered in the session are as
follows:
• Topic One - Non-verbal Communication
• Topic Two – Levels of Communication
• Topic Three – Barriers to Communication
• Topic Four – Overcoming the Barriers to
Communication
• Topic Five – Tools of Effective Communication
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 3
Reading List
• Nonverbal Communication
http://www.helpguide.org/articles/relationships/nonverbalcommunication.htm
• Types and Levels of Communication
http://www.ehow.com/info_8064650_types-levelscommunication.html#ixzz2Hrz420dK
• Barriers to effective human communication
https://en.wikipedia.org/wiki/Communication
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 4
Topic One
NON-VERBAL COMMUNICATION
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 5
Definition and Importance of Nonverbal communication
• Good communication is foundation of any successful
relationship.
• important to recognize that nonverbal
communication—facial expressions, gestures, eye
contact, posture, and tone of voice speak loudest.
• nonverbal communication, or body language,
powerful tool that can help connect with others,
express what you really mean and build better
relationships.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 6
Definition and Importance of Nonverbal communication (2)
• Non- verbal is communication without words
• The way you listen, look, move, and react
shows whether or not you care, being truthful,
or listening.
• When nonverbal signals match up with words
being said, they increase trust, clarity, and
rapport. When they don’t, they generate
tension, mistrust, and confusion.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 7
Definition and Importance of Nonverbal communication (3)
• to become better communicator, important to
become more sensitive not only to body language
and nonverbal cues of others, but also to your own.
Five roles of Non-verbal
• Repetition: repeat message person is making
verbally.
• Contradiction: contradict message individual trying
to convey.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 8
Definition and Importance of Nonverbal communication (4)
Five roles of Non-verbal ….
• Substitution: can substitute for a verbal message.
For example, a person's eyes can often convey a far
more vivid message than words do.
• Complementing: may add to or complement verbal
message. A boss who pats a person on the back in
addition to giving praise can increase impact of the
message.
• Accenting: may accent or underline verbal message.
Pounding table, for example, can underline message.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 9
Types of Non-verbal communication
Facial expressions
• human face extremely expressive, able to express
countless emotions without saying word. Facial
expressions universal. - facial expressions for
happiness, sadness, anger, surprise, fear, and disgust
are same across cultures.
Body movements and posture
• posture, bearing, stance, and subtle movements. The
way you move and carry yourself communicates
wealth of information to the world.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 10
Types of Non-verbal communication
(2)
Gestures
• We wave, point, beckon, and use our hands when we are
arguing or speaking—expressing ourselves with gestures
often without thinking. Meaning of gestures very
different across cultures and regions, so be careful to
avoid misinterpretation.
Eye contact
• The way you look at someone can communicate many
things, including interest, affection, hostility, or
attraction. Eye contact important in maintaining flow of
conversation and for gauging other person’s response.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 11
Types of Non-verbal communication
(3)
Touch
• What message given by a weak handshake, a
timid tap on the shoulder, a warm bear hug, a
reassuring slap on the back, a patronizing pat
on the head, or a controlling grip on your arm.
Space
• You can use physical space to communicate
many different nonverbal messages, including
signals of intimacy and affection, aggression or
dominance.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 12
Types of Non-verbal communication
(4)
Voice
• It is not just what you say, it is how you say it. When we
speak, other people “read” our voices in addition to
listening to our words. Things they pay attention to
include your timing and pace, how loud you speak, your
tone and inflection, and sounds that convey
understanding, such as “ahh” and “uh-huh.” Someone's
tone of voice, for example, can indicate sarcasm, anger,
affection, or confidence.
General appearance and Dress
• People make judgements based on looks and dress. Note
ways dress is used as sign of status
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 13
Evaluating Non-verbal signals
Eye contact
• Is eye contact being made? If so, is it overly intense or just
right?
Facial expression
• What is their face showing? Is it masklike and inexpressive, or
emotionally present and filled with interest?
Tone of voice
• Does their voice project warmth, confidence, and interest, or
is it strained and blocked?
Posture and gesture
• Are their bodies relaxed or stiff and immobile? Are shoulders
tense and raised, or slightly sloped?
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 14
Evaluating Non-verbal signals (2)
Touch
• Is there any physical contact? Is it appropriate to the
situation? Does it make you feel uncomfortable?
Intensity
• Do they seem flat, cool, and disinterested, or over-thetop and melodramatic?
Timing and pace
• Is there an easy flow of information back and forth? Do
nonverbal responses come too quickly or too slowly?
Sounds
• Do you hear sounds that indicate caring or concern?
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 15
Video
• Non-verbal communication – The
Documentary
• <iframe width="420" height="315"
src="https://www.youtube.com/embed/Kc2yR
qat7q8" frameborder="0"
allowfullscreen></iframe>
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 16
Topic Two
LEVELS OF COMMUNICATION
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 17
Levels of communication
• We communicate with one another on many
different levels. Knowing what to say and when to
say it is not just enough. It is important to know how
to communicate. The levels of communication are:
• Intrapersonal communication
• Interpersonal communication
• Small group communication
• One to group communication
• Mass communication
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 18
Levels of communication (2)
• Intrapersonal communication – is language use or
thought internal to the communicator.
• It is active internal involvement of individual in
symbolic processing of messages. The individual
becomes his or her own sender and receiver,
providing feedback to him or herself in an ongoing
internal process.
• That is, you are both the person 'sending' and
'receiving' the message. Because you play this dual
role, the chances of misinterpretation or
miscommunication are essentially non-existent.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 19
Levels of communication (3)
• Intrapersonal communication –is the basis of your
feelings, biases, prejudices and beliefs
• Ex. when you make any kind of decision- what to eat
or wear. When you think about something – what
you want to do on the weekend or when you think
about another person
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 20
Levels of communication (4)
• Interpersonal communication – communication
between two people or more in informal
conversations
• Ex. talking with your friends, exchanging text
messages or emails, videoconferencing, even
nonverbal like a shrug of the shoulders or a
meaningful glance;
• A patient and a doctor discussing a treatment. A
manager and a potential employee during an
interview
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 21
Levels of communication (5)
• In order for interpersonal communication to be
considered successful, person receiving message has
to receive and comprehend message that sender
intended to send.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 22
Levels of communication (6)
• Small group communication – communication that
occurs in groups that are between 3 and 12 individuals.
• Small group communication generally takes place in a
context that mixes interpersonal communication
interactions with social clustering.
• It is communication within formal or informal groups or
teams.
• It is group interaction that results in decision-making,
problem solving and discussion within an organization.
• Examples would be planning a surprise birthday party for
someone. A team working together on a project
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 23
Levels of communication (5)
• One to group communication – involves a speaker
who seeks to inform, persuade or motivate an
audience.
• Examples are a teacher and a class of students. A
preacher and a congregation. A speaker and an
assembly of people in the auditorium would be
planning a surprise birthday party for someone. A
team working together on a project
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 24
Levels of communication (6)
• Mass communication –any type of media (electronic
or print) used to transmit messages to general public.
Ex. radio, television, film, and printed materials
designed to reach large audiences.
• Responsible for giving views of events, issues and
people from cultures that differ from ours.
• Enables us to learn what is going on in distant places
in the world and lets us learn viewpoints of people
and cultures with whom we do not have direct
contact.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 25
Levels of communication (7)
• Mass communication –key is that you are reaching a
large amount of people without it being face to face.
• Feedback is generally delayed with mass
communication.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 26
Topic Three
BARRIERS TO EFFECTIVE
COMMUNICATION
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 27
Barriers to communication
Barriers to effective communication can retard
or distort message and intention of message
being conveyed which may result in failure of
communication process or an effect that is
undesirable.
Barriers include: physical; perceptual;
emotional; cultural; language; gender and
interpersonal
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 28
Barriers to communication (2)
Physical barriers
• often due to nature of environment. Eg. natural barrier
which exists if staff are located in different buildings or
on different sites.
• Poor or outdated equipment, particularly failure to
introduce new technology,
• Staff shortages
• distractions like background noise, poor lighting or an
environment which is too hot or cold can all affect
people's morale and concentration, which in turn
interfere with effective communication.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 29
Barriers to communication (3)
Perceptual barriers
• May result from personality conflicts, poor
management, resistance to change or lack of
motivation.
• Perceptual barriers are internal. If you thinking that
person you are talking to may not understand or be
interested in what you have to say, you may end up
subconsciously sabotaging your effort to make your
point. You will employ language that is sarcastic,
dismissive, or even obtuse, thereby alienating your
conversational partner.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 30
Barriers to communication (3)
Emotional barriers
• If someone is angry, hostile, resentful, joyful, or
fearful, that person may be too preoccupied with
emotions to receive intended message. If you don’t
like someone, for example, you may have trouble
“hearing” them.
• Emotional barriers can be tough to overcome, but
are important to put aside to engage in
conversations.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 31
Barriers to communication (3)
Cultural barriers
• The norms of social interaction vary greatly in
different cultures, as do the way in which emotions
are expressed.
• Different cultures, can hinder developed
communication if two different cultures clash. In
these cases, it is important to find a common ground
to work from.
•
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 32
Barriers to communication (3)
Language barriers
The use of jargon, difficult or inappropriate words in
communication can prevent the recipients from
understanding message. Poorly explained or
misunderstood messages can also result in confusion
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 33
Barriers to communication (4)
Gender barriers
• Gender barriers have become less of an issue in
recent years, but there is still the possibility for a
man to misconstrue the words of a woman, or vice
versa. Men and women tend to form their thoughts
differently, and this must be taken into account when
communicating.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 34
Barriers to communication (4)
Interpersonal barriers
• keep us from reaching out to each other and opening
ourselves up, not just to be heard, but to hear
others.
• By engaging with others, we learn what our actual
strengths and weaknesses are. This allows us to put
forth our ideas in a clear, straightforward manner.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 35
Video
Barriers of communication
<iframe width="560" height="315"
src="https://www.youtube.com/embed/cdXKIxZpAU
w" frameborder="0" allowfullscreen></iframe>
Language inaudible
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 36
Topic Four
OVERCOMING BARRIERS TO
COMMUNICATION
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 37
Overcoming Barriers to
communication
• Clarify Ideas before Communication: Person
communicating should be very clear in his mind
about what he wants to say. He should know
objective of message and arrange thoughts in proper
order.
• Communicate According to Need of Receiver:
sender of communication should prepare structure
of message not according to own level or ability but
keep in mind level, understanding or environment of
receiver.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 38
Overcoming Barriers to
communication (2)
• Be Aware of Language, Tone and Content of
Message: Message should be framed in clear
language; tone of message should not injure feelings
of receiver. Contents of message should be brief and
excessive use of technical words should be avoided.
• Consistency of Message: Information sent to
receiver should not be self- contradictory. It should
be in accordance with objectives, policies,
programmes and techniques of organisation..
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 39
Overcoming Barriers to
communication (3)
• Emotional State: During communication one should
make effective use of body language. He/she should
not show their emotions while communication as
receiver might misinterpret the message being
delivered. For example, if conveyer of message is in a
bad mood then receiver might think that information
being delivered is not good.
• Avoid Information Overload: information being sent
out should be measured in order not to overwhelm
anyone
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 40
Overcoming Barriers to
communication (4)
• Give Constructive Feedback: Avoid giving negative
feedback. Feedback might be negative, but it should
be delivered constructively. Constructive feedback
will lead to effective communication between the
superior and subordinate.
• Proper Media Selection: select appropriate medium
of communication. Simple messages should be
conveyed orally, like: face to face interaction or
meetings. Written communication should be
encouraged for delivering complex messages.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 41
Overcoming Barriers to
communication (5)
• Be a Good Listener: Both sender and receiver should
be good listeners. Both should listen to each other’s
point of view with attention, patience and positive
attitude.
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 42
Activities
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 43
References
• Non-verbal communication modes
http://www.andrews.edu/~tidwell/bsad560/NonVerbal.ht
ml
• Barriers to effective human communication
https://en.wikipedia.org/wiki/Communication
Dr. Perpetua Dadzie, Dept of Information Studies
Slide 44