Non - Verbal Communication

Development session - support book

Welcome to todays training session , Non- Verbal Communication

For your comfort and security please observe the House keeping and security information provided by your trainer , Lawrence Kelly

Learning and development are committed to meeting our Trust staffs development objectives. We develop and deliver a diverse range of topics which includes Communication skills Managing meetings Assertiveness As part of our quality control and commitment to you We invite you to complete An evaluation of this course. Your valued feedback and evaluation will enable us to continue to monitor and maintain our service to you.

PLEASE COMPLETE THE PRE-EVALUATION

Session Aims & Objectives

This session explores the concepts of Non-verbal communication and how it impacts us and those we work with and serve every day..

Completing this course will :

Empower understanding of successful Non-verbal communication techniques Develop an action plan to improve customer relationships / interactions

How do you define Non -verbal communication?

Communication is generally defined as has having both a verbal and nonverbal component. Whereas verbal communication often refers to the words we use in communication, nonverbal communication refers to communication that is produced by some means other than words (eye contact, body language, or vocal cues, for example) (Knapp & Hall, 2002).1 The five primary functions of Nonverbal Behaviour (Argyle, 1988) are:2

1. Expression of Emotion emotions are expressed mainly through the face, body, and voice. 2. Communication of Interpersonal Attitudes the establishment and maintenance of relationships if often done through nonverbal signals (tone of voice, gaze, touch, etc.). 3. Accompany and Support Speech vocalization and nonverbal behaviours are synchronized with speech in conversation (nodding ones head or using phrases like uh-huh when another is talking). 4. Self-Presentation presenting oneself to another through nonverbal attributes like appearance. 5. Rituals the use of greetings, handshakes or other rituals.

Non verbal communication

Nonverbal communication, or body language, is a vital form of communication. When we interact with others, we continuously give and receive countless wordless signals. All of our nonverbal behavioursthe gestures we make, the way we sit, how fast or how loud we talk, how close we stand, how much eye contact we makesend strong messages. The way you listen, look, move, and react tell the other person whether or not you care and how well youre listening. The nonverbal signals you send either produce a sense of interest, trust, and desire for connectionor they generate disinterest, distrust, and confusion.

The power of Non verbal communication

Good communication is the foundation of successful relationships, both personally and professionally. But we communicate with much more than words. In fact, research shows that the majority of our communication is nonverbal. Nonverbal communication, or body language, includes our facial expressions, gestures, eye contact, posture, and even the tone of our voice. The ability to understand and use nonverbal communication is a powerful tool that will help you connect with others, express what you really mean, navigate challenging situations, and build better relationships at home and work.

Nonverbal communication cues can play five roles:

Repetition: they can repeat the message the person is making verbally

Contradiction: they can contradict a message the individual is trying to convey

Substitution: they can substitute for a verbal message. For example, a person's eyes can often convey a far more vivid message than words and often do Complementing: they may add to or complement a verbal message. A boss who pats a person on the back in addition to giving praise can increase the impact of the message Accenting: they may accent or underline a verbal message. Pounding the table, for example, can underline a message.

Source: Edward G. Wertheim, Ph.D.

Self study
Types of nonverbal communication and body language

There are many different types of nonverbal communication. Together, the following nonverbal signals and cues communicate your interest and investment in others. Facial expressions The human face is extremely expressive, able to express countless emotions without saying a word. And unlike some forms of nonverbal communication, facial expressions are universal. The facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures. Body movements and posture Consider how your perceptions of people are affected by the way they sit, walk, stand up, or hold their head. The way you move and carry yourself communicates a wealth of information to the world. This type of nonverbal communication includes your posture, bearing, stance, and subtle movements. Gestures Gestures are woven into the fabric of our daily lives. We wave, point, beckon, and use our hands when were arguing or speaking animatedlyexpressing ourselves with gestures often without thinking. However, the meaning of gestures can be very different across cultures and regions, so its important to be careful to avoid misinterpretation. Eye contact Since the visual sense is dominant for most people, eye contact is an especially important type of nonverbal communication. The way you look at someone can communicate many things, including interest, affection, hostility, or attraction. Eye contact is also important in maintaining the flow of conversation and for gauging the other persons response. Touch We communicate a great deal through touch. Think about the messages given by the following: a firm handshake, a timid tap on the shoulder, a warm bear hug, a reassuring pat on the back, a patronizing pat on the head, or a controlling grip on your arm. Space Have you ever felt uncomfortable during a conversation because the other person was standing too close and invading your space? We all have a need for physical space, although that need differs depending on the culture, the situation, and the closeness of the relationship. You can use physical space to communicate many different nonverbal messages, including signals of intimacy, aggression, dominance, or affection. Voice We communicate with our voices, even when we are not using words. Nonverbal speech sounds such as tone, pitch, volume, inflection, rhythm, and rate are important communication elements. When we speak, other people read our voices in addition to listening to our words. These nonverbal speech sounds provide subtle but powerful clues into our true feelings and what we really mean. Think about how tone of voice, for example, can indicate sarcasm, anger, affection, or confidence.

Activity
Look at the following Pie Graph. Studies have been done that show us the percentage of understanding that is gained from the spoken word. It is considerably less than the meaning that people gain from listening to a person's tone of voice and looking at their non-verbal communication.

7% Spoken words 38% Tone of voice 55% Non Verbal

1.

Does the chart surprise you? Why/Why not?

2.

What does the word gesture mean?

3.

Make a list of up to 5 gestures and give meanings.

Facial expressions
1: How is this person feeling? Excited , Amused or Happy ?

2: How is this person feeling? Angry , shocked or worried ?

3 . How is this person feeling ? Bored , confused or sad ?

Facial expressions
4. How is this person feeling ? Uncertain , hurt or annoyed ?

5 . How is this person feeling ? Worried , disgusted or Angry ?

6. How is this person feeling ? Angry , hurt or uncertain ?

Facial expressions

How is this person feeling ? How clever of me . How stupid of me or how funny !

How is this person feeling ? Bored , concentrating or shocked ?

Body Language
What is the meaning of the "palm to chest" gesture? A. Superior attitude B. Critical judgment C. Sincerity D. Confidence E. None of the above What is the meaning of the "crossed arms" gesture? A Fear

B. Anticipation
C. Control D. Superiority E. None of the above

What is the meaning of the "thumb under the chin" gesture? A. Deceit B. Confidence C. Anxiety D. Critical judgment E. Interest

What is the meaning of the "thumb up" gesture? A . Approval B. Disapproval C. Disinterest D. Bored E. None of the above

Body language
What is the meaning of the "chin rub" gesture? A. Anticipation B. Decision C. Critical judgment D. Deceit E. Stalling for time

What is the meaning of the "glasses-to-mouth" gesture? A Stalling for time B. Confidence C. Superiority

D. Fearful
E. None of the above

Implementing our promises

Body language skills at work part 1

This DVD uses realistic drama scenes, where we follow two main characters: Michael, the Managing Director of a furniture manufacturing company, ( pictured below ) and Carole, a training manager for an NHS Trust.

key learning points:

Cluster signals These are the full range of expressions and movements that we see, we weigh up the sum total of these and come to a conclusion on moodcharacter and thoughts. Denial signals Small gestures, often at the end of a sentence that imply that the speaker doesnt believe what has just been said. A small shrug of the shoulders, rubbing the nose, pulling down the corners of the mouth. Congruence When our body language, our words and the tone of voice all match, then we have congruence. If we are not being congruent then our listeners will believe our body language, not our words. Masking In any situation it is often necessary to mask our true feelings impatience, boredom, dislike, etc to be tactful and to avoid confrontation. Mirroring This is a technique to gain empathy with people, we copy their body posture slightly to get on the same wavelength. Matching the other persons pace and mood will also create a bond. Pacing and leading takes matching one step further. Having mirrored their posture, we then start to move to positions and gestures that will create the atmosphere we want, and subconsciously get the other person to match our body language, leading them into the new mood or understanding.

Thank you for attending The Non - Verbal Communication session. Your certificate of attendance is ready for collection . keep a copy in you personal development review (PDR )file as reference for your continuous professional development ( CPD )

PLEASE COMPLETE THE POST-EVALUATION

Suggested reading
The Definitive Book of Body Language: How to Read Others' Attitudes by Their Gestures ISBN-13: 978-0752858784

The Body Language Bible: The Hidden Meaning Behind People's Gestures and Expressions ISBN-13: 978-0091922115

Available at all good book shops and on-line @ Amazon.co.uk

Suggested further study

Free on-line course covering a wide range of subjects from IT to communication can be accessed by visiting : Alsion.com