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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