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SELF LEARNING MODULE 1 CHAPTER 5 VERBAL & NON-VERBAL COMMUNICATION 1 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 CONTENT Objectives Introduction To Verbal Major Areas Video & Non Verbal Communication Of Non Verbal Behaviour Links Casestudy Learnings Test Yourself 2 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 OBJECTIVES Understand State the Importance of Nonverbal Communication a definition of Nonverbal Communication and identify different types Describe the purpose Nonverbal Communication serves in the communication process 3 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 VERBAL COMMUNICATION Verbal communication means a communication that takes place by means of a language or words. It includes the following contents. a. Oral communication (Speaking & listening) b. Written communication (writing & reading) 4 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 Speaking:- In order to send message in business, speaking plays a vital role. Writing:- It is used when a complex message is sent. 5 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 Listening:- People in business spend more time in obtaining information then transmitting it. Listening is the most important way to receive information. Reading:- Reading involves understanding and interpreting the material. 6 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 NON-VERBAL COMMUNICATION The study of non-verbal communication examines how messages are communicated through physical behavior, vocal cues and spatial relationships. 7 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 The total impact of a message breaks down like this: 7 percent verbal (words) 38 percent vocal (volume, pitch, rhythm, etc) 55 percent body movements (mostly facial expressions) 8 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 NON-VERBAL COMMUNICATION IN ORGANIZATION Environment Body placement Posture Gestures Facial expressions Clothing, and movement dress, appearance 9 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 Major areas of nonverbal behaviors are: Eye contact Facial expressions Gestures 10 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 Posture and body orientation Proximity Para linguistics CHAPTER 5 11 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 EYE CONTACT The eyes can give clues to a person’s thoughts. When someone is excited, his pupils dilate to four times the normal size. An angry or negative mood causes the pupils to contract. 12 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 EYE CONTACT Direct eye-contact conveys interest, warmth, credibility and concern. Shifty eyes suggest dishonesty. Downward gaze may be a sign of submissiveness or inferiority 13 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 FACIAL EXPRESSIONS 14 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 FACIAL EXPRESSIONS There are six categories of facial expressions: Happiness Sadness Anger Disgust Surprise Fear 15 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 Happiness- CHAPTER 5 “Whoever is happy will make others happy too.” -Mark Twain Sadness- “Sadness dulls the heart more than the grossest sin.” Anger- “Anger is one letter short of danger” 16 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 Disgust- A disgusting expression on the face is considered negative and should be avoided in formal gatherings. Surprise- The eye-brows and the eyes are most affected in an expression of surprise. Fear- There is nothing to fear, but fear itself. 17 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 GESTURES Gestures communicate as effectively as words, sometimes even better. Gestures support the verbal communication. They sometimes detract from what you say. 18 Teamglobal©Kautilya Learning Academy of Professionals There are some negative gestures which should be avoided: Pointing at people- It is perceived as accusatory. Fiddling with your items-It gives the impression that you are nervous. Dragging the feet-It implies lethargy. Head Down- It suggests timidity. Drooping shoulders- It implies weariness and lethargy. 19 SELF LEARNING MODULE 1 CHAPTER 5 Weak handshake-It implies meek and ineffectual personality. Shifty eyes- It suggests nervousness. Arms crossed on the chest- It is a defensive gesture. Hands in pockets- Shows disrespect, and that you have something to hide. Covering your mouth- It suggests you are lying. Shaking feet or legs- It shows indifference and disinterest. Teamglobal©Kautilya Learning Academy of Professionals 20 SELF LEARNING MODULE 1 CHAPTER 5 AVOID THESE HAND GESTURES USE THESE HAND GESTURES 21 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 POSTURE Body posture can be open or closed. Interested people pay attention and lean forward. Leaning backwards demonstrates aloofness or rejection. A head held straight up signals a neutral attitude. A head down is negative and judgmental. A head tilted to the side indicates interest. 22 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 Some Negative Postures should be avoided: Rigid Body Posture-Anxious/ Uptight Hunched Shoulders –Lacks interest/ Feeling inferior Crossed Arms-Protecting the body/ Negative Thoughts 23 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 VERBAL & NON VERBAL COMMUNICATION https://www.youtube.com/watch?v=I9i5_xwRE_U 24 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 NON VERBAL COMMUNICATION CASE STUDY At an early stage project meeting Mary, the project team leader, presented her suggested project timetable to meet the project goals. During the presentation she noticed that two team members were showing nonverbal signs of disapproval. Simon was frowning and shaking his head and Justin had leant back in his chair and folded his arms. Mary stopped what she was saying, turned to Simon and Justin and asked ‘I sense you are not supportive of what I’m saying. Can I clarify anything for you?’ Simon replied ‘You are right. I think the project timetable is unachievable.’ Mary responded by directing a question to the whole group ‘How do the rest of you feel about the timetable I’m suggesting?’ Teamglobal©Kautilya Learning Academy of Professionals 25 SELF LEARNING MODULE 1 CHAPTER 5 By observing these valuable non-verbal cues Mary was able to open up communication amongst the team and find an early resolution to this problem. Had she ignored or not been aware of the cues, she could well have encountered serious problems with meeting the project timetable and ultimate completion. Additionally, she might not have received the full support of two valuable team members. 26 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 LEARNINGS Facilitates to pay attention to multiple mediums of communication. Facilitates to develop proficiency in understanding gesture clusters. Helps in understanding that our body has multiple channels that can be successfully used to communicate thoughts effectively. 27 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 TEST YOURSELF: When communicating with others, I pay attention to non-verbal signals - body language, facial expressions and gestures. a. Always or Nearly Always b. Often c. Some-times d. Rarely Never or Hardly Ever 28 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 TEST yourself: I nod my head and use other gestures and facial expressions to show that I’m interested in what is being said. Always or Nearly Always Often Some-times Rarely Never or Hardly Ever 29 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 Test yourself: I offer verbal signals while listening, things like, ‘Go on… ’ or ‘Uh huh’ to encourage the speaker to continue. Always or Nearly Always Often Some-times Rarely Never or Hardly Ever 30 Teamglobal©Kautilya Learning Academy of Professionals SELF LEARNING MODULE 1 CHAPTER 5 31 Teamglobal©Kautilya Learning Academy of Professionals